Rick Auto Enterprise understands the implications of modern era and tries to gain competitive edge with state-of-art technological advancement.
Rick Auto Enterprise Case Study Analysis
Communication Plan
Key Problem
Currently Rick Auto Enterprise executes the whole billing department activities in a conventional manner. For the past 10 year, it has adopted a similar model. Newly the business has decided to challenge the conventional wisdom and perform in accordance with the contemporary era. It has opted for web-based application and technological advancement to improve customer service and billing system.
The Initial Phase
The entire process needs to involve IT experts, key personnel (from Billing department, customer service department and billing department), lead customers, auto brokers and staff from vendor. The director of billing department is sponsoring the update. Chief Operation Officer performs important functions related to operation and production management.
As a project manager, I am responsible for developing project time-line for the transformation. More importantly, I have to identify the critical path in order to minimize the duration and make effective use of available resources so that cost can be reduced and economies of scale can be achieved. It requires consultation and assistance from vendor. Moreover experts and specialized personnel from key departments must be selected in order to achieve the desired output. It requires opting among the alternatives for achieving the finest and enduring solution.
Planning Phase
First of all, the business needs to formulate periodic objectives and corporate goals. The project must be accompanied by specific and attainable goals.
Several complex systems fail to deliver required output to stakeholders. Sometimes important facts like cost, risk, control are overlooked. There exists so many layers and information gets irrelevant by the time it reaches the potential stakeholder. Therefore before executing businesses must analyze and evaluate specific problems
Fund management plays an important role and Rick Auto Enterprise needs to deploy checkpoints throughout planning and implementation phase.
The business needs to analyze the impact of customer care on employees.
Rather than just focusing on technological change, the company must focus on transformational change
The company must look into key factors
Is the organization in the position to pot for such changes
Is the new system compatible with the business requirements
Does the business have required skills to undergo changes
What are the project goals and how documentation is going to take place
What are the major risks associated with the new system
What will be the end benefit of the change
IT application reflects prominent role for the success of the organization in terms of customer service as well as maintaining entire billing system. The new system will assist in generating revenue, resolving customer complaints and providing them affective solutions.
Execution
Oracle (2003) acknowledged that integrating CRM (customer relationship management) along with the billing system facilitates corporations to provide customize solution to customers. Both customer service departments and sales department can update account and billing information while communicating with customers. This reflects responsiveness towards customers queries and promoting shared values across the company. Some of its benefits for Rick Auto Enterprise are as follows
A separate account is generated ones customer inserts query or tries to communicate with the business. If the potential customer makes online payment, then the separate account intricate mode of payment, balance, current status and billing frequency. Furthermore tariffs and taxes along with long distance charges are also convoluted.
Customer satisfaction increases and call transfer reduces. It further reduces cost and performs swiftly
Streamlining systems
PWC (2010) instigated that Rick Auto Enterprise surely incurs expenses while handling legacy billing system and challenging the status quo might result into adverse relationship with its stakeholders. Nevertheless both customer service and effective billing systems perform as backbone of the corporation.
Understanding the framework
The business is entering into e-commerce where customers as well as auto brokers can make online payment. It requires strong infrastructure. The primary aim should be to provide easiness and customize options to customers where they put fewer efforts and saves essential time in giving input. In order to gain trust and commitment of potential customers, the business must opt for SSL (secure socket layer) encryption. One of the best service providers is VeriSign. Moreover 247 customer support is necessary to solve customer queries and response in a quick manner. Furthermore the major changes in the billing process will have an impact on the organizational performance.
The new organism will enable individual customers to access the online billing system, review and update the information and many more. Each sales, customer service and billing department would be able to access the account information of individual customer and can respond to different problems in a more effective manner. IT department will facilitate in managing the entire ERP (enterprise resource planning) and CRM (customer relationship management) system while creating networks and permitting access to databases. Several jobs will be created in IT, Customer Service, Sales and billing section of the company and the business will further expand while generating revenue and profits. Moreover cross-functional teams will be formulated and key functions like operations, finance, marketing, sales, billing, customer service, HRM and supply chain will coordinate and interact with each other for effective solutions.
Rick Auto Enterprise must acquire additional material from the vendor. However it must rely on internal staff to provide programming resources so that expenses can be reduced and budget can be effectively utilized. Rather than opting for add-on, the business must formulate alliance with the vendor and collaboratively devise ERP and CRM system in order to streamline both supply chain and long-term customer relationship together.
Primarily, when customer carves the information in the online form and provides detail pertaining to sponsor account number, the system facilitates in integrating both new and existing account. Brief account details, billing outline, usage, disputes, history are updated. In advance modification can be done any time. Such system assimilates and assists customer service staff to formulate product and pricing plans while providing customize service to individual customers. It performs as a hub and spoke system which incorporate different applications and GUI development interface.
Evaluation and Control
The new system will facilitate in proper check and balance along with the periodic evaluation reports, customers feedback and number of errors report. The business will be able to evaluate and control the impact and update itself with the market requirements.
It can be concluded that the business has opted for holistic approach. The demeanor remains with knowledge management and continuous learning approach. The business clearly understands that opting for right solution at the right time plays an important role in sustainability and long-term progress.
Rick Auto Enterprise Case Study Analysis
Communication Plan
Key Problem
Currently Rick Auto Enterprise executes the whole billing department activities in a conventional manner. For the past 10 year, it has adopted a similar model. Newly the business has decided to challenge the conventional wisdom and perform in accordance with the contemporary era. It has opted for web-based application and technological advancement to improve customer service and billing system.
The Initial Phase
The entire process needs to involve IT experts, key personnel (from Billing department, customer service department and billing department), lead customers, auto brokers and staff from vendor. The director of billing department is sponsoring the update. Chief Operation Officer performs important functions related to operation and production management.
As a project manager, I am responsible for developing project time-line for the transformation. More importantly, I have to identify the critical path in order to minimize the duration and make effective use of available resources so that cost can be reduced and economies of scale can be achieved. It requires consultation and assistance from vendor. Moreover experts and specialized personnel from key departments must be selected in order to achieve the desired output. It requires opting among the alternatives for achieving the finest and enduring solution.
Planning Phase
First of all, the business needs to formulate periodic objectives and corporate goals. The project must be accompanied by specific and attainable goals.
Several complex systems fail to deliver required output to stakeholders. Sometimes important facts like cost, risk, control are overlooked. There exists so many layers and information gets irrelevant by the time it reaches the potential stakeholder. Therefore before executing businesses must analyze and evaluate specific problems
Fund management plays an important role and Rick Auto Enterprise needs to deploy checkpoints throughout planning and implementation phase.
The business needs to analyze the impact of customer care on employees.
Rather than just focusing on technological change, the company must focus on transformational change
The company must look into key factors
Is the organization in the position to pot for such changes
Is the new system compatible with the business requirements
Does the business have required skills to undergo changes
What are the project goals and how documentation is going to take place
What are the major risks associated with the new system
What will be the end benefit of the change
IT application reflects prominent role for the success of the organization in terms of customer service as well as maintaining entire billing system. The new system will assist in generating revenue, resolving customer complaints and providing them affective solutions.
Execution
Oracle (2003) acknowledged that integrating CRM (customer relationship management) along with the billing system facilitates corporations to provide customize solution to customers. Both customer service departments and sales department can update account and billing information while communicating with customers. This reflects responsiveness towards customers queries and promoting shared values across the company. Some of its benefits for Rick Auto Enterprise are as follows
A separate account is generated ones customer inserts query or tries to communicate with the business. If the potential customer makes online payment, then the separate account intricate mode of payment, balance, current status and billing frequency. Furthermore tariffs and taxes along with long distance charges are also convoluted.
Customer satisfaction increases and call transfer reduces. It further reduces cost and performs swiftly
Streamlining systems
PWC (2010) instigated that Rick Auto Enterprise surely incurs expenses while handling legacy billing system and challenging the status quo might result into adverse relationship with its stakeholders. Nevertheless both customer service and effective billing systems perform as backbone of the corporation.
Understanding the framework
The business is entering into e-commerce where customers as well as auto brokers can make online payment. It requires strong infrastructure. The primary aim should be to provide easiness and customize options to customers where they put fewer efforts and saves essential time in giving input. In order to gain trust and commitment of potential customers, the business must opt for SSL (secure socket layer) encryption. One of the best service providers is VeriSign. Moreover 247 customer support is necessary to solve customer queries and response in a quick manner. Furthermore the major changes in the billing process will have an impact on the organizational performance.
The new organism will enable individual customers to access the online billing system, review and update the information and many more. Each sales, customer service and billing department would be able to access the account information of individual customer and can respond to different problems in a more effective manner. IT department will facilitate in managing the entire ERP (enterprise resource planning) and CRM (customer relationship management) system while creating networks and permitting access to databases. Several jobs will be created in IT, Customer Service, Sales and billing section of the company and the business will further expand while generating revenue and profits. Moreover cross-functional teams will be formulated and key functions like operations, finance, marketing, sales, billing, customer service, HRM and supply chain will coordinate and interact with each other for effective solutions.
Rick Auto Enterprise must acquire additional material from the vendor. However it must rely on internal staff to provide programming resources so that expenses can be reduced and budget can be effectively utilized. Rather than opting for add-on, the business must formulate alliance with the vendor and collaboratively devise ERP and CRM system in order to streamline both supply chain and long-term customer relationship together.
Primarily, when customer carves the information in the online form and provides detail pertaining to sponsor account number, the system facilitates in integrating both new and existing account. Brief account details, billing outline, usage, disputes, history are updated. In advance modification can be done any time. Such system assimilates and assists customer service staff to formulate product and pricing plans while providing customize service to individual customers. It performs as a hub and spoke system which incorporate different applications and GUI development interface.
Evaluation and Control
The new system will facilitate in proper check and balance along with the periodic evaluation reports, customers feedback and number of errors report. The business will be able to evaluate and control the impact and update itself with the market requirements.
It can be concluded that the business has opted for holistic approach. The demeanor remains with knowledge management and continuous learning approach. The business clearly understands that opting for right solution at the right time plays an important role in sustainability and long-term progress.
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