1、hough management clearly perceives customer satisfaction as important, front-line personnel feel that management is not customer-focused, and it impacts daily decision making at lower levels.UCS needs to develop statements of direction, laying the groundwork by delivering a clear, consistent message
2、 concerning the values of the organization. This framework needs to be properly communicated to the staff and should be the guiding influence on individual process and department goals.Improve Human Resource ManagementTo become customer-focused and continue to prosper, UCS personnel will require too
3、ls, a supportive environment, and a personal investment. The company must better understand the values and needs of the employee and understand that job satisfaction is the number one motivator.UCS needs to develop a human resource management strategy. The human resource function should not be admin
4、istrative or record keeping but should focus on enabling people to respond to change and provide a consulting arm for the company that enables UCS management to shift from being scorekeeper to leaders, coaches and facilitators.Human resource management of the future should work to:qImprove the work
5、environment through employee input;qObtain employees with proper skills and values, and develop skills through internal training;qIncrease empowerment and decision-making capabilities while providing a high level of accountability;qOpen feedback channels to encourage and enable continuous improvemen
6、t; and qRecognize, reward and retain employees who excel in the new work environment.Structure of the ReportIn analyzing the support process, many issues surfaced that indirectly affect customer support but were not part of the process itself. To address these issues, we developed the following reco
7、mmendations and organized them into four major categories:The Process focuses on improving the activities in Documentation, Education, Installation, and Software and Hardware Support.The Market addresses the need for customer and market focus.The Company focuses on creating and communicating the com
8、pany direction and values.The People addresses the alignment of the skills and values of the employees with the direction of the company.We included three other sections to complete the report, as shown below.Other RecommendationsThis section includes a few recommendations related to issues that are
9、 outside the scope of this project:qAnalyzing the sales process;qAcquiring a dealer or creating a joint venture;qInternational customer support planning; andqCustomer relationship teams.Summary of RecommendationsThis section is a compilation of the recommendations and benefits from each section. (Th
10、is section differs from the Summary of Issues and Recommendations below in that it includes benefits and not issues.)AppendixWe received input from many Ut; 試用版建立 PDF 檔案以 pdfFactory Pro 試用版建立 PDF 檔案以 pdfFactory Pro 試用版建立 PDF 檔案以 pdfFactory Pro 試用版建立 PDF 檔案以 pdfFactory Pro 試用版建立 PDF 檔案以 pdfFactory Pr
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