DB 4 reponse
response db
DOC650
1.Which of the generic business processes did they seem to execute?
1. Processes are fundamental to the structuring of organizational exercises (Davenport, 1993) that, at their end, end in specific outputs. With strategy and organizational objectives in the mix, processes regularly intensify the connection between time, quality, output, cost, and efficiency. Often, most general types of processes found within companies are related to marketing, sales, customer service, research (development), and manufacturing. At AT&T in the sales and service center, marketing, sales, customer service, and research were those most common to me in my division, with specific input on sales and customer service.
2. What organizational element was the “lead” for each one?
1. The sales and service leaders were the lead for both sales and customer service training elements.
1. Sales processes are the devices used by organizations to move prospective customers from a stage of engagement to a stage of purchase (in the organization’s sales offerings). The purpose of customer service processes is two-fold: to provide assistance to those who invest in an organization’s offerings (Davenport, 1993) and to boost the performance of internal members tasked with managing the customer relations process (Goodman, 2009). The overarching goal of this device is to build and sustain an end-to-end customer experience linked to the connection between the consumer and the company. Interestingly enough, human resources didn’t provide any professional development, and a major lack of organizational development was apparent throughout the organization (my division of the organization). At the same time, I would not have wanted the HR group to train my people in sales and service because they were so far removed from the process, that it 1) would not have been good training ad 2) would not have been received well from members.
3. Where there any challenges between the staff elements in supporting the lead?
1. There were only gaps between leadership and “boots on the ground” staff executing when the leader was not well-connected to his/her team, or the work that they were doing. Sales and customer service processes are executed at the operational level, with decision-making, design, and strategy for these processes being carried out at the tactical or mid-level. So then, if the leaders didn’t include, mainly, the tactical-level associates, then plans were made that received ridicule prior to execution and/or were executed half-heartedly. At the same time, those leaders that remained well-connected with their followers ensured a solid execution and typically met or exceeded expectations.
4. Who was responsible (i.e., the lead) for the IT systems used in the above processes?
1. Strangely, IT was not responsible for the roll-out, use of, or training of, any IT related systems and/or processes in this particular scenario. It was the team leaders who had to, pretty much, self-train, on the new requirements, then roll them out department-wide, team specific. As an example, I was charged with understanding a new sales software rollout, development of a training program, and was expected to roll it out to my initial team, and then was “asked” to train other managers in the organization on it as well. There was no IT involvement. In fact, IT was only involved if we had system issues that negatively impacted our work.
References:
Davenport, T. H. (1993). Process innovation. Harvard Business School Press.
Goodman, J.A. (2009). Strategic customer service: Managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits. Amacom.
DOC640
Accordingly, in light of the readings on contextual investigation information examination, one of the essential thoughts that were generally critical on action research usage and information assortment is the distinctive information assortment techniques that can be applied. Further, action research requires change specialists, who go about as the channels for assignment and input, to take on vital duties and data to viably convey information (Zentis, 2015). Action research typically gives the researcher many different responsibilities by collecting data and providing qualitative and quantitative feedback. Despite the fact that there are numerous kinds of examination that perhaps attempted, activity research explicitly alludes to a restrained request done by an instructor with the aim that the exploration will advise and change their practices later on (Ferrance, n.d.). One of the disadvantages of individual research is that it may not be imparted to others except if the educator decides to introduce discoveries at a staff meeting, make a proper introduction at a gathering, or submit composed material to a newspaper, diary, or bulletin. Ethics within the data collection primarily provide consent, confidentiality, and integrity to the work. Focus groups are significant in action research because they function as one of the primary sources of data collection. Two analytic techniques that I would like to explore case study design and methodology and conducting research in general. A huge idea in the event that review information investigation that I discover an obstacle to understand is the spiraling idea of information assortment and how to go about it.
References:
Ferrance, E. (n.d.). Action Research: Themes in Education. Retrieved November 27, 2016, from
https://www.brown.edu/academics/education-alliance/sites/brown.edu.academics.education-alliance/files/publications/act_research
Zentis, N., (2015, August 23). Implementing the Action Research Model. Institute of Organizational Development. Retreieved August 26, 2018, from