Deliverable 3 – Importance Of Customer Service

Competency

Apply customer service skills before, during and after a sale.

Scenario Information

You are the regional sales manager for International Herb Express (IHE) which is a large, US-based spice & herbs supplier. IHE sells to other businesses that purchase bulk spices and spice blends for use in their end products. The primary customers are baking and soup mix corporations that sell to other businesses, for example, bakeries, restaurants, other food-service, and regional grocery chains. IHE is launching a new spice blend that reflects a more diverse cultural & ethnic flavor profile than IHE’s traditional offerings.

The abridged marketing strategy for this new spice blend is to target both current customers, but also to reach new customers that are target regions with higher ethnic diversity and/or the more adventurous “foodies” market. The marketing efforts will focus on taste testing, sampling, and on-site promotion. IHE is launching this marketing plan to help create a product offering that is not as commodity-driven (as most spices and herbs are the same quality no matter where they are purchased) and can potentially offer higher profit margins.

It is important to note that spices and other ingredients are raw goods and traded as commodities. The raw price for these goods changes on a day-to-day basis. Pricing is based on classic supply and demand, though nature is a key contributor to the supply–extreme weather as well as health of crops have a direct impact on the supply chain and access to the raw goods.

Instructions

As the regional sales manager, you are part of the Customer Service Task Force for IHE. During a monthly meeting, you became aware of a reoccurring challenge the customer service team is experiencing. When current or potential customers contact customer service to inquire about the new ‘spice blend,’ the customer service team cannot answer basic questions or offer a level of service that your sales force often promotes in their communications with buyers. This occurs via telephone and email inquiries as well as when potential clients use your website and social media pages as a point of engagement.

In particular, the customer service team is unable to utilize the training that they have had on handling inquires such as these since the product offering is new and more complex than your day-to-day product offerings.

You need to prepare a training manual that focuses on the new product offering. The training manual will need to include:

  • Introduction to build the value of the customer service team supporting the company’s sales efforts
  • Key customer service skills and areas of expertise needed to be effective
  • Establish a process to guide a customer service team to share basic sales information with customers/potential customers
  • A recommendation to utilize customer service technology to enhance the experience for potential customers. (You can assume that the customer service teams have access to technologies such as a CRM package, social media accounts, website FAQ’s, etc.)
Advertisements

Applying HR Concepts

By successfully completing this assignment, you will demonstrate your proficiency in the following course competencies and assessment criteria:

  • Competency 1: Define the employee relations function of an organization and human resources’ role in its development.
    • Describe how best practices will promote human resources as a strategic employee and labor relations partner versus the tactician.
    • Describe the impact your personality “type” (Unit 7) has or will have on your role in employee and labor relations, either as an employee or member of management.
    • Summarize the main components of employee relations in organizations.
  • Competency 2: Analyze human resources practices that promote positive employee relations and legal compliance.
    • Describe the skills currently possessed that facilitate your work.
    • Describe the skills you want to develop.
    • Present at least one activity or practice you can use to help develop those skills.
  • Competency 5: Examine the impact of labor unions on employee-employer relationships.
    • Describe how positive employee and labor relations enhance organizational competitiveness.
    • Describe how the mission, vision, values, and culture of an organization influence employee and labor relations, including the main reasons employees seek union representation.
    • Analyze human resources practices that promote positive employee and labor relations and legal compliance.
  • Competency 6: Communicate professionally with all stakeholders.
    • Employ proper grammar and mechanics.
    • Communicate professionally with all stakeholders.

Assignment Description

Throughout this course, you have studied a variety of concepts and best practices designed to facilitate positive employee and labor relations. For this assignment, analyze the following concepts:

  • Summarize the main components of employee and labor relations in organizations.
  • Describe how positive employee and labor relations enhance organizational competitiveness.
  • Describe how the mission, vision, values, and culture of the organization influence employee and labor relations, including the main reasons employees seek union representation.
  • Analyze human resources practices that promote positive employee and labor relations and legal compliance.
  • Describe how best practices will promote human resources as a strategic employee and labor relations partner versus the tactician.
  • Describe the impact your personality “type” (Unit 7) has or will have on your role in employee and labor relations, either as an employee or member of management.
  • Describe the skills you currently possess that facilitate your work.
  • Describe the skills you want to develop.
  • Present at least one activity or practice you can use to help develop those skills.

Refer to the Scoring Guide to ensure that you meet the grading criteria for this assignment.

Assignment Requirements

  • Written communication: It should be thoughtful and free of errors that detract from the overall message.
  • APA formatting: Resources and citations are formatted and styled according to the most recent APA edition.
  • Length of paper: 6–8 typed pages, double-spaced.
  • Font and font size: Times New Roman, 12 point.
  • Attach document and upload to this assignment area.

Assignment 5: New and Improved Rewards at Work

Due Week 10 and worth 250 points

Employers have been coming up with innovative employee rewards to boost morale and acknowledge employee needs for creativity and personal goal accomplishment. Some of the latest potential employee rewards include using the Internet at work for personal reasons such as shopping, communicating with friends, or personal finances; bringing a pet to work; instituting a controlled napping policy, and the sports and office betting pools.

Write an eight to ten (8-10) page paper in which you:

  1. Determine how innovations in employee benefits can improve the overall competitive compensation strategy of the organization.
  2. Explain how innovative benefits could be tied to specific jobs.
  3. Critique the effectiveness of equity-based rewards systems versus those with more creative approaches.
  4. Discuss the key elements of integrating innovation into a traditional total rewards program.
  5. Recommend a process that optimizes an employee-based suggestion program to continually refresh the total rewards of the organization.
  6. Use at least five (5) quality academic resources in this assignment. Note: Wikipedia and other Websites do not quality as academic resources.

Your assignment must follow these formatting requirements:

  • Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
  • Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.

The specific course learning outcomes associated with this assignment are:

  • Analyze an organization’s strategy and integrate pay-for-performance plans and total rewards into a compensation strategy that will motivate desired behavior and improve job performance.
  • Explain a benefit plan as part of an overall competitive compensation strategy and the policies to administer the benefits.
  • Use technology and information resources to research issues in total rewards.
  • Write clearly and concisely about total rewards using proper writing mechanics.

Personal Experiences

DISCUSSION 1

Personal Experiences

Think of an organizational change that you experienced.  Describe how you were impacted by the change.  What could the leadership have done to make the transition more successful?  Cite one or more change models to support your assertion.  Review several of your peers’ posts.  Compare your experiences with at least two peers and identify lessons you can apply to future organizational changes.

Your initial post should be at least 200 words in length. Support your claims with examples from required material(s) and/or other scholarly resources, and properly cite any references. Respond to at least two of your classmates’ posts by Day 7.

DISCUSSION 2

Failures of Change

Organizational change is not always successful.  Identify factors that can cause change initiatives to fail and the five pillars that can cause them to succeed.  Highlight an organization that failed to adapt and evaluate which of these factors and pillars were demonstrated by this organization.  Review several of your peers’ posts.  Discuss any similar or opposing perspectives you have, with at least two of your peers.  Take care to be professional and polite even if your beliefs or viewpoints differ.

Your initial post should be at least 200 words in length. Support your claims with examples from required material(s) and/or other scholarly resources, and properly cite any references. Respond to at least two of your classmates’ posts by Day 7.

Assignment 1: Discussion—Developing Trust

Communicating ethically to employees as well as other internal and external stakeholders is of the utmost importance for leaders and managers. Being able to build and maintain trust in order to be credible is essential.

Using the module readings, the Argosy University online library resources, and the Internet, research ways of developing trust.

Respond to the following:

  • Explain how leaders and managers can overcome obstacles and develop trust in communicating corporate ethics.

Write your initial response in 300–500 words. Your response should be thorough and address all components of the discussion question in detail, include citations of all sources, where needed, according to the APA Style, and demonstrate accurate spelling, grammar, and punctuation

organizational structure

Your previous contributions addressing a variety of important topics outlined in all previous assignments for this course are deemed essential in supporting the business’ overall organizational structure and competitive advantage strategy. It is now time to consider developing your own HR department team to ensure they have the requisite skills and competencies necessary to perform at high levels over time. Effective and motivated HR business partners (HRBP) will be the key to translating HR and business strategy into action. The Society for Human Resource Management (SHRM) Body of Competency and Knowledge (BoCK) can be an invaluable resource to help develop and certify HR professionals. You must now explain to the management team the components of this model and how it can be leveraged to achieve operational success for the HR department. A 1-hour meeting has been scheduled and the CEO will be in attendance.

Create a 20-slide minimum PowerPoint presentation with your script/discussion/commentary in the Notes section of each slide in which you:

  1. Include cover, presentation agenda, conclusion, and reference list slides, all of which may count toward total slide count.
  2. Provide a slide with an overview on the importance of having a highly-developed staff of HR business partners. Be clear with your position. HINT: http://www.scottmadden.com/wp-content/uploads/userFiles/misc/8d0d88c7547b6e2b8f6f6fcba6a9d6b3.pdf
  3. Provide 1-4 slides introducing the SHRM BoCK model and its components. Be sure to highlight each of the areas of the model. NOTE: It is highly recommended to insert an image the actual SHRM BoCK model into the presentation.
  4. Include in the remaining slides the following required presentation information:
    • Provide a minimum of three (3) to four (4) bullet points (more if needed) of information or discussion describing specifics on the SHRM-BoCK’s “Behavioral Competencies”
    • Provide a minimum of three (3) to four (4) bullet points (more if needed) of information or discussion describing specifics on the SHRM-BoCK’s “HR Expertise; Domains 1 & 2”
    • Provide a minimum of three (3) to four (4) bullet points (more if needed) of information or discussion describing specifics on the SHRM-BoCK’s “HR Expertise: Domains 3 & 4”
    • Provide a minimum of three (3) to four (4) bullet points (more if needed) of information or discussion describing specifics on certifying your HRBP’s.
    • Reminder – good PowerPoints have very few words on the slides themselves—almost all of the information you need to include should be in the Notes.  
  5. Use at least four (4) quality academic resources in this assignment. Note: You may only use the resources listed in the course guide and those that are specifically provided by the instructor. 

Your assignment must follow these formatting requirements:

  • Select any one of three professional PowerPoint templates provided by the instructor (Required). 
  • Have headings for each section with all bulleted information aligned properly and using the same font and size. Images may be used but must be professional and relevant to the topic. The source(s) of all images must be credited with both citation and reference. Check with your professor for any additional instructions.
  • Include citations and references for all information received from other sources.
  • All bullet point information in the Notes sections must be descriptive and have a minimum of 3-4 full sentences. 

The specific course outcomes associated with this assignment are:

  • Defend the importance of having a highly-developed staff of HR business partners
  • Convince stakeholders of the value in using the SHRM BoCK model to achieve HR operational success.

Assignment 5: Sustainable Talent Management

Due Week 10 and worth 200 points

With the same talent management strategy in mind from Assignment 3, write a six to eight (6-8) page paper in which you:

  1. Determine which performance management process you will employ to measure employee talent.
  2. Analyze the key concepts related to the talent pools and the talent review process.
  3. Develop appropriate talent management objectives to measure functional expertise.
  4. Assess the key elements of global talent management as they apply to your organization.
  5. Recommend a process that optimizes a sustainable talent management process.
  6. Use at least five (5) quality academic resources in this assignment. Note: Wikipedia and other Websites do not quality as academic resources.

Your assignment must follow these formatting requirements:

  • Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; references must follow APA or school-specific format. Check with your professor for any additional instructions.
  • Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date.
  • The cover page and the reference page are not included in the required page length.

The specific course learning outcomes associated with this assignment are:

  • Determine the effects of leadership in the management of talent pools and the talent review process.
  • Compare and contrast the talent assessment and employee performance management processes.
  • Review the process of developing functional expertise and setting and measuring talent management objectives.
  • Discover how the management process affects global talent management.
  • Determine the organizational benefits of strategy-driven talent management and building a sustainable process.
  • Use technology and information resources to research issues in talent management.
  • Write clearly and concisely about talent management using proper writing mechanics.