Develop a plan for implementation that addresses the change

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Reference no: EM131244206 , Length:

Decision Making

Instructions: You are the CEO of SunPower, Inc. The job of implementing the Board of Directors' decision to move the company to New Mexico has been delegated to you. Before anything can be done in carrying out the decision, the consequences of implementing the decision must be evaluated. Stakeholders are vital to the organization and it is necessary to consider how the decision will impact them. Also, the decision will impact the business concern so be sure to consider all aspects of how the decision will impact the business.

Then create a plan that will address the changes that will occur as a result of the decision's implementation. The reasons for the choices you have made in the plan should take into account the material discussed in class and focus on communicating and creating change. Demonstrate how implementation of a decision involves change within an organization.

MUST HAVE:

1. Introduction paragraph in which the decision process is described and its significance in business. The introductory paragraph is the first paragraph of the paper but is typically written after writing the body of the paper (Questions students responded to above).

2. Body Paragraphs (where you respond to the following elements:)

a. Identify and discuss consequences to stakeholders and the business concern that will be impacted by implementing the decision;
b. Develop a plan for implementation that addresses the change.
c. Use a model of change as part of the Implementation Plan

3. Summary paragraph. A summary paragraph restates the main idea(s) of the essay. Make sure to leave a reader with a sense that the essay is complete. The summary paragraph is the last paragraph of a paper.

Proofread the paper for spelling and grammatical issues, and third person writing. The final paper should be 6 pages in length excluding the title page and the reference page.

CASE STUDY: Decision History

SUNPOWER, INC. is a medium size company that makes solar panels. Located in Oakland, California,, the company has been doing well financially but its growth rate has declined by 3% in the last two years. Projections indicate that the next two years will bring the decline to 5.4%.

The Board of Directors carefully reviewed all the business factors to determine what was responsible for creating the decline. It was determined that over 72% of the problem arose from expenditures in the areas of governmental compliance costs due to a new California environmental regulation in the manufacturing process, state tax increases, leasing and property costs of company buildings, utility expenses, insurance and employee benefit costs.

Concerned that the cut in profit and potential growth will continue, the Board entered into discussions with the State of California to see if reduced tax rates could be effected because of their green status. The company also opened a dialogue with the leasing company and utility companies to see what possible reduction in costs could be obtained. Initial responses seemed to yield little movement.

Talks with the Governor of California showed that the state was willing to reduce the company's tax load by 10%. Leasing, utility, and insurance creditors said that they could not decrease the costs and that in some cases the expenses were likely to increase by 6%. Further research by the Board suggested that if the company moved to another state that was solar-friendly, SunPower would be able to receive major benefits. SunPower went into discussions with the State of New Mexico. New Mexico is willing to give SunPower a 20% tax reduction and employees a cut by 5% to 3% (graduated by highest/5% to lowest/3% salary base) on their personal income tax for three years as a relocation credit. The cost of doing business in New Mexico is 30% less than in Oakland. After consultation with the CEO the Board decided to move the business. In making the decision the Board set four major objectives as their priority: 1) they wanted as many of the present employees as possible to come with the company; 2) the costs of moving would be minimized so incentives to move could not be given; 3) the move would happen within the current tax year (10) months and; 4) customer orders would be fulfilled with absolute continuity. After the review of various alternatives and weighting objectives the following decision was made by the Board for the Company.

Decision: SUNPOWER, INC. will move to Sunland Park, New Mexico by December 31, 2016.

Final Project

Overview: This project is assigned in lieu of a final exam. It is an authentic assessment of your ability to apply, analyze, synthesize, and evaluate, with clarity and exactness, what you have learned during this course, and to demonstrate this ability through effective written communications.

Direction: you will select an existing business on which to base your project. Your instructor will approve your selection at the beginning of the assignment.

The Business for my Project: India Palace Bar & Tandoor

Assesses your ability to:

a) incorporate the role of managing customer relationships within the company's overall business goals and marketing strategy;
b) apply metrics to measure the success of customer relationship management efforts;
c) differentiate customers by loyalty segments;
d) evaluate technology-related tools (CRM) that will support various customer relationship management programs and goals;
e) design customer loyalty strategies and programs;
f) design customer service policies and strategies; and
g) demonstrate critical thinking and written communications.

Project Requirements

1. Current Situation

A. Identify your company and provide the company's stated overall goals and marketing strategy. If the company does not have a published statement of goals and strategies, state what you believe them to be based on what you have learned and observed about the company.

B. Provide a thorough description of the company's current customer service. Use the IDIC model for managing customer relationships as your framework. Include the organizations and processes that are in place to accomplish the IDIC (Identify, Differentiate, Interact, and Customize) tasks. Comment on the strengths and weaknesses of the current processes. Include your assessment of the impact on the company's goals and marketing strategies of the way the company serves its customers. For example, if the goal is to increase customer share, does the customer service process include a way to collect information about the customer's potential need for additional services?

Do not provide a comprehensive description of the company. Only include the information required to satisfy the task at hand.

2. Redesign the Customer Service Policies and Strategies

Provide a newly designed customer service program based on the principles of the IDIC model. Your design decisions should correspond to the assessment that you performed in step 1 above. You can recommend small or sweeping changes. Sometimes one small, very insightful change can make a dramatic difference in the service a company provides. The changes could be in organization, process, training, or another category. It should support the company's goals and marketing strategy. You should explain what principles of IDIC you are satisfying with your recommendations. For example, if you decide the sales force should have access to customer complaint information, you are basing your decision on the Interact building block and the principle of integrating across touch points.

3. Design Customer Loyalty Strategies and Programs

Propose a customer loyalty strategy and create a customer loyalty program or programs. Incorporate the strategy and program(s) in the company's overall goals and marketing strategy. Those requirements and how they are to be met should be stated. Be very detailed in your descriptions. The program does not need to be extensive or complex, but it should meet the requirements of effective loyalty programs. If you have chosen a small, simply organized business, for example, you should be able to recommend at least three loyalty programs. Your recommendation would lack academic rigor if your only suggestion is that the business provide the customer with a card to be punched each time a purchase is made and the 10th purchase would be free. If, however, your recommendation involves creating a database generating real-time customer analytics used by multiple channels, one loyalty program, well worth the expense, would suffice.

4. Include Differentiation of Customers by Loyalty Segments in Your Customer Service and Loyalty Program Designs
As part of your customer service policies and strategies design (step 2 above) and your customer loyalty strategies and programs design (step 3 above), classify your company's customers according to customer loyalty differentiation categories. Include those classifications in your designs.

5. Evaluate Technology-Related Tools (CRM) That Could Support Your Customer Service and Loyalty Programs
Very clearly state the tasks you want the technology to perform for you. Identify the criteria against which you will appraise the technology (benefits, costs, features). Identify at least three CRM systems as potential candidates. Describe the purpose of each of the software and analytical tools. Decide which would best support your programs. Early on in the appraisal process, it may be clear that one or two of the three systems is not a match for the needs of your business. In this case, your comparison can stop at the point where you have eliminated the system(s) that do not meet your requirements. Complete the evaluation by showing how the remaining system meets all of your stated requirements.

6. Apply Metrics That Will Measure the Success of Your Customer Service and Loyalty Programs

Exhibit the metrics commonly used to show the value of customer service and loyalty programs. Illustrate how they would be used to measure the success of your particular programs. For example, if you recommend implementing a customer service training program, the goal of which is to prevent customers from leaving and taking their business elsewhere, show how many customers you predict you will save and what the saved revenue impact is for your program. Show the cost of the program. Determine the break-even point. Select at least three sets of metrics to apply to demonstrate the value of your recommendations.

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Reference no: EM131244206

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Reviews

inf1244206

10/19/2016 7:40:04 AM

I am sure to have more assignments when the next semester starts. thanks for your help.

len1244206

10/15/2016 9:00:44 AM

1/ Please find my final assignment in CRM course that is due this Thursday. It is 10 pages altogether and is worth more points. 2/ I also have my final in Decision Making and I am not sure if I should trust your services since I have only gotten low grade so far. It is 6 pages. How can I be sure in you after the first 2 assignments? Managing Customer Relationships assignment is already attached but here it is again. Should be 10 pages max. Decision-making assignment is also attached (6 pages max). Please note for assignment on Managing Customer Relationships' course, I selected India Palace Bar & Tandoor, an existing business to base my project.

len1244206

10/15/2016 9:00:19 AM

Utilization of a change model within the implantation plan Concepts and ideas are fully developed. Thinking is consistent in accurately interpreting questions and material/provides solid assumptions, reasoning and evaluation with sound conclusions. Reader can easily follow the author's logic and reasoning. 5 Critical thinking / Reasoning Concepts and ideas are fully developed. Thinking is consistent in accurately interpreting questions and material/provides solid assumptions, reasoning and evaluation with sound conclusions. Reader can easily follow the author's logic and reasoning. 6 Application of Resources Arguments or positions are well-supported with evidence from the readings/experience; ideas go beyond the course material and recognize implications and extensions of the material and concepts 7 Attention to Instructions Demonstrated full understanding of requirements responded to each aspect of assignment

len1244206

10/15/2016 9:00:11 AM

1 Discussion of stakeholders consequences Stakeholders to the decision were identified and discussed clearly, accurately and comprehensively delivering all relevant information 2 Discussion of Business consequence that relate to move All of the business consequences to the decision (example: keeping production going, costs of down time, costs of moving machines etc.) were explained and additional business concerns discussed accurately and comprehensively delivering all relevant information. 3 Implantation plan Discussed the complete plan from beginning to end as to how the move might work; the consequences of implementation is discussed clearly and accurately; comprehensively presented, delivering all relevant information.

len1244206

10/15/2016 8:59:44 AM

Requirement 1A Current situation: company goals and marketing strategy 1B Current situation: current customer service 2 Redesign customer service policies and strategies 3 Design customer loyalty strategies and programs 4 Differentiation of customers by loyalty segments 5 Evaluate technology-related tools 6 Apply the metrics that will measure success 7 Adhere to readability, style and mechanics requirements

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