March 16, 2012
Executive Summary
This paper takes the point of imagine of Derrick Westmuller, who is the project manager responsible for the creation and development of the client Cargon Center (CCC) of CUP company. The problem is defined as What key performance metrics should CUP Corporation make use of to measure the success of the Customer Care Center?
The mathematical group recommends two sets of solutions for the effective execution of CCC. The first set addresses the triadsome identified barriers to the success of the CCC initiative. The second set consists of the match Stakeholder Scorecard. The Balanced Stakeholder Approach is adopted with the aim of fulfilling the expectations of the vital stakeholder groups.
The three barriers to the success of CCC are (1) CUPs incorporated culture, (2) the control structure of CCC, and (3) the compensation of agents. CUP Corporation does not possess a customer-centric culture, which poses as a significant parapet to the CCC initiative. Top management must implement ethnical changes using the framework of Johnson and Scholes Cultural Web. They should analyze the current culture, image the desired culture, map the differences between current and proposed culture, and develop a plan to address them.
Currently, CCC is designed as a profit center. However, this designation may exacerbate internal rubbing and diminish the support of product lines because they will be charged per customer inquiry. CCC will be more appropriately managed as a corporate cost center. Given that the take of CCC is services, it is very difficult to quantify its contribution to the bottom-line. An insurance agent is not a company employee and, as such, they are out of the firms direct control. CUP Corporation can only promote goal congruence by dint of appropriate compensation and incentive program for agents. Based on industry practice, suggested incentives include renewal commission, persistency payout, commission clawback, and...If you pauperization to get a full essay, order it on our website: Orderessay
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