Free Business Dissertations - Lack Of Consistency In Information There Is Poor Consistency In The
Lack of Consistency in Information
There is poor consistency in the information transferred between the departments within the organization itself. Since the reservations are made primarily through phone or on the Internet, the information is not accurately transferred to the pick up offices from the bookings office. This is the major reason for poor customer satisfaction because of the inconsistency in the service levels mainly due to lack of timely information in the pick-up spots. Also the inconsistent information on the pricing and the additional charges on the customers at the time of pick up of the cars is another critical issue that is hindering the business. The lack of a coherent management system of the information in the company is the root cause for the inconsistent information in the company thus resulting in poor customer satisfaction.
Operational Issues affecting long-term goals
The lack of commitment of the staff in the organization and the poor management of the tactical staff in the company is another critical issue that is hindering the growth.
The global presence of the company with diverse human resource from varied cultural background is the main issue for poor tactical staff management in the company. The reduced staff turnover within the company due to lack of training of the staff involved in the operational wing of the business is a critical element causing poor customer service due to staff shortage and other related issues. The long-term goal of the company is to achieve a global market leadership through efficient service with a committed workforce. This long-term goal of the company is hindered by the aforementioned operational issues and poor performance of tactical staff in the company.
Low Return on Investment
The above factors of increased operational costs and low customer turnover are the main factors that have reduced the revenue for the company in the first quarter of the year 2005. The low return on investment is not only because of the increase in operating costs but mainly because of the competition and the reduction in the customer turnover due to poor customer service. The low return on investment eventually hinders the profit generated thus increasing the overhead for the company. This affects the company’s mission of providing valuable customer service through increasing the quality of service by investing on quality products nod constantly updating the range of products offered to the target customer segments.
3.0: Top down structure of the key issues faced by the company
The top-down structure of the key issues discussed above provides the criticality of the issues and its impact on the business itself. This diagram provides a snapshot view of the critical issues faced by the company.
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