Yakka Tech Pty Ltd

This facial expression tells us astir(predicate) the breeding technology service firm (Yakka considerably school Pty. Ltd. ) This firm provides I. T serve throughout Australia and New Zealand. Basically, this firm install and upgrades enterprise software systems and associate hardware on the clients sites. To provide all these work it employees 1500 people. It has customer service division that consist of four customer finish off internalitys serving clients within distributively region. Each customer service centre consists of half- dozen departments representing functional specialisations and a single department consist of more than two dozen employees.Over last five years time period Yakka techs customer service job has almost doubled. But this growth non only brought positive aspects to the gild, rather brought conf characterd negative consequences such as, change magnituded customer complaints regarding unworthy customer services, in-enthusiastic reception from the employees, remainder mingled with employees of various departments, growthd list of employees resignation. This non only increased the labour costs but it also showed deal impact in terms of productivity of the employees. receivable to these negative consequences Yakka tech distinguishable to increase the right rate and keep the employees.More over, they also offered a share of pro play off with employees if they work more than two years for the attach to. This rock-bottom the resignation of the employees, whatsoever, customers complaints did not end. Q1) What Symptom (s) in this case suggests that manything has gone upon? It is a fact that something went damage, due to which this I. T service provider was inefficient to live up through customers expectation. As the line of descent grows, it is likely that the work pressure will be more. Proper wariness is required to make work pressure less.Moreover, a proper guide of communication from the time of query has been made by the customer and rag has been issued till the time it has been solved should flow. And rather than closing the ticket and re-issuing another(prenominal) ticket to same customer with same line of work it would be efficient to make a record of customer with same ticket scrap that could be used as future wing if some complaints or queries would be used by same customer over again. Re-issuing of ticket again and again to same customer and disparate way of handeling same problem by same company would definitely make customer restless and ould cause more time. This is one of the symptoms that shows the initial mis take out of Yakka tech. Similarly, Being I. T service provider, it should nonplus had individual account of customer with their unique reference code that describes the type of system they are operation in their organisation. So that once customer give their refrence any employee with related department gets the case history of what had been done by p revious colleague and what needs to be done further more. This would make it lot easier for the employees to understand the customers problem and solve query quicker.This is the second symptom that created customer dissatisfaction and chronic time to tackle with some problem that created blockage in several(prenominal) departments that over loaded the work. Moreover, when the query had to deal with more than one department of the division it always created customer complaints. This was one of the major symptoms of customers dis satisfaction and yakka techs internal employee conflict. Since, every single employee were oblivious(predicate) of how the customer was dealt by previous employee, every single time each employee had to deal with each customer form the beginning.This would create frustration for the client. Due to work pressure and number of call waiting there was no proper communication between employees of opposite department. Yakka tech should had tried to figure out o ut possible reasons for employee resignation. In many cases wage rate is not only the reason for employees resignation. On the other hand companys first priority should be to deal with customer. Customers were not contented by the way they were served. Hence Yakka should have take a divulge step by talking with employees.Supervisor and managers to try identify what charitable of problem they are going through to serve the customer. Another symptom that shows something went wrong was, due to lack of communication between precaution and employees of different division. Where employees felt they had to do what they were employed for. Same time they had to listen to number for frustrated customers and job was becoming monotonus. At this stage there should have been some role from direction to step in have a meeting with employees make them cheer up and assure them to make some flexible way of on the job(p)(a).Due to lack of such memory access, despite the pay rate was increased the customer were still not satisfied and employees were working just for the sake of full(prenominal) payment. These were some of the symptoms that suggest something has gone wrong in Yakk tech Pty. Ltd. 2. What are the main causes of these symptoms? 2. 1 Customer complains regarding wretched tincture service. Unhappy customers are bad news for any company. each single complaint from a client is a manifestation of dissatisfaction because of poor quality service.Customer complains should be considered as a major promoter as it will serve as a feed covering fire of the company IT systems infrastructure(managing customer complains). Yakka Techs customer service business has doubled over the past five years yet the counsel was not focused towards the existing complains process and how it should be handled. Customer complains of Yakka Tech need to be defined and clarify the companys policies to break procedures in order to satisfy their clients. The clients requirements need to be synchronized with the companys resources is one of the important element in complaint handling.The complains should be addressed at the earliest and in a fair approach rather than having a defensive manner of dealing the problems. Developing a structured customer complaint management keep prevent this problem. 2. 2 High employee flexure over The number of employee resignation in YakkaTech satisfy centers has risen above industry average until eighteen months ago. It resulted in increase in labour cost due to recruiting and cookery of new technical staff and caused low productivity of new staves.There should be good relationship between employee satisfaction, employee turnover and customer satisfaction(better employees). Employee turnover will be high in a company if the work environment is not up to the standard, which is exactly what happened in YakkaTech and that resulted in negative effects between the relationship of the company and its customers. The management needs to understand the reasons for high employee turn over and need to take necessary steps to overcome it. overturn productivity of employees can be quashd if the employee turnover is lesser as new employees are the main reason for lower productivity.Some of the reasons for high employee turnover are poor management, low employee compensation and not considering employees quality of life. 2. 3 Poor customer service training. according to the result of an employee reexamine as well as informal comments since then many of the YakkaTech employees state that they find their job monotonous and have the filings for disconnection from the work they do. This has resulted in failure on customer service skills and behaviors which cause in increase in responsibilities performed by a customer service staff.So the training that company gives to the new employees should emphasize to gain patience when dealing with customers problems and fine-looking real effort to solve it. YakkaTech should design the training programme to execute the predetermined objectives goals and needs of the organization. Improved communication skills, retention of customers, problem firmness of purpose capabilities focus on customer satisfaction and maximum and effective use of the resource available. 2. 4 Conflicts. There have been few complaints about the current conflicts with people in other departments and the stress of serving dissatisfied customers.The reasons for conflicts in YakkaTech may be because departments have different objectives and if their members cant find car park values and goals they cannot cooperate which fail to coordinate team action effectively. Changes take place constantly in an organization and these changes can generate emotions and employees can more easily adopt to change if they are well prepared, include and supported. Task interdependence may be another important conflict in the firm that is conflict between individuals or groups that are aquiline on one anothe r.Lack of proper communication between different divisions can cause conflict. The management can develop different approaches that fit employees personalities and responsibilities. Some of the conflict management skills that YakkaTech can adopt are, getting feedback from employees about the different operations of the department, assessing the source of the conflict and different conflict management styles. 2. 5 Lack of team motivation. YakkaTechs executive team decided to raise pay raise for its customer service staff to beget among the highest in the industry.They assumed that high rate would improve morale and reduce turn over and reducing hiring costs and improving productivity. Increased pay rates failed to improve morals but it did reduce employee turn over in the firm. It clearly shows that there is lack of motivation by the management to maintain effective team work and employee retention. Interesting work, appreciation, pay, good working conditions, and job security are i mportant factors in helping to motivate. (http//www. bpir. com/employee-motivation/menu-id-71/implementation. html). action and personal life of an employee should be given importance in the company.