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About this document
- Pages
- 3 pages
- Price
- $3 one-time, yours to keep
- Membership
- Included in every plan
- Format
- Subject
- Business Management, Organizational Behavior
- Module
- LDR/531 · Week 4
This case study covers a management team’s plan to address challenges in groups and teams at Desert Communications Inc. It discusses strategies to integrate new services and motivate employees. It is for Week 4 of the LDR/531 module.
What's inside
- Desert Communications Inc. background
- Strategies to integrate new services
- Motivating employees through incentives
- Training for the collective group and individual positions
- ISA objectives for good communication
- Collaboration among employees and management
Who it is for: Students taking the LDR/531 module. (Postgraduate)
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Summary
Desert Communications Inc. is a major wireless telecommunications company. It is facing challenges in its customer-service call center. It needs to adapt to changes in the communications industry.
Company Background
Desert Communications Inc. is a major wireless telecommunications organization. The company has a customer-service call center. Managers oversee teams of employees who provide customer support and respond to inquiries.
Changes in the Industry
The communications industry has changed. Desert Communications' net profit has declined. The company wants to reallocate resources to capitalize on added services. Examples include phone insurance and additional minutes.
Integrating New Strategies
The company wants to integrate strategies to generate profit. The management team needs to implement operational changes. This includes presenting and training for the change.
Collaboration and Communication
The success of the operational change depends on collaboration among employees and management. The ISA objectives break down the process of good communication. The company has contracts with large organizations and provides 24/7 emergency support.
Key terms
- ISA objectives
- Six objectives for good communication, both internal and external.
- Operational change
- The changes in how the company operates to adapt to industry changes.
- Added services
- New services offered by the company to boost profits.
- Work teams and work groups
- Groups of employees who collaborate to achieve common goals.
- Customer support
- The department that provides support to customers, including answering billing questions.
- Incentives
- Rewards given to employees for achieving certain sales targets.
Questions this document helps with
- How can managers motivate employees to sell added services?
- What are the ISA objectives for good communication?
- What are the new services that Desert Communications wants to offer?
Summary written with AI from the document's text.
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