Internal Business Process Perspective Bsba Integrative Project

Internal Business Process Perspective

BSBA Integrative Project Module 3 - SLP The Internal Business Process Perspective NOTE: I attached assignment a word document chart correctly. Please refer attachment paper. Thanks The organization is faced with aggressive competition in the market that can only be confronted by first changing the internal process. Business Internal processes of operation have influence on the organization's image to the customer Kaplan & Norton D.P., 1992()

Internal outlook of any organization influence customer perspectives thus, by changing the internal processes, the competition matrix will change. Since it is difficult to change the trends in the market, the organization has to target those perspectives it can change and Hunger and Wheelen (2010)

, advice consideration of internal processes. Towards this end, the organization is targeting to change the following.

Customer Liaison Office

The organization needs to create a customer liaison office. The office will serve to cover all avenues concerning customer service and their needs. It has been observed from Joseph R.D. & McCall J.J., 2005()

, information on customer needs to be gathered. Trends in the changes of taste be considered if a company intends to have a sustained performance in the market.

The information on customers should be analyzed in order to anticipate future trends. Where analysis is made, an organization can accurately make changes in service provision and stay ahead of competitors.

Identification of customer needs

It is intended that the customer liaison office will conduct a survey to give information on customer needs and the changes needed to satisfy customers and stay ahead of competitors. Learning the customer needs, it is easy to target them through operational process change.

The survey should not only gather information on customer needs but also gather information on possible changes in tastes and preferences. From the survey, information on technology changes that best suit customer satisfaction will be obtained. Learning possible changes in customer in preferences ensures the company stays ahead of its competitors. The company can also be assured the ideal measures of guaranteeing that they have sustainable operation.

Aligning organization culture with customer needs

The changes in the culture of service provision need to be considered. This should be congruent with the information obtained from a survey conducted and reflective of the customer needs. The change in culture should not reflect currently observed practices that negate customer perspective. The need f or change in culture as an objective is necessitating by the increased aggressive competition observed in the market. It has been observed that the organization's future is compromised thus necessitating change.

To align the organization culture with the needs of the customer will intentionally target employees and management process mainly where they directly deal with customer. The desired goal is to have the employees and customer alike embracing the organization and its services. The change in culture will be reflective of the organization's needs and those of clients and will reflect the company's major goal of satisfying customer and meeting sustainable needs for continued growth.

Measures

The desired change and reorientation will require first for a rigorous recruitment process targeting officers who will work in the customer liaison office. Internal appointment to this office will be considered but, the objective is to get persons who will embrace the culture of the organization and reflect it in service provision. It is intended that the liaison officers will work towards enriching the company's culture to the market and learning needs of the customer.

Initiative

The incorporation of a liaison office means addition budgetary allocation to the organization. The management and directors of the company need to be made to understand that there is a need for the office and convinced that it has better chances of improving the organization's future performance. The employees also need to be encouraged to embrace the changes since they stand to guarantee their security in service. They also need to be trained on the changes in culture and how best to let the changes in organization culture can come out.

Table 1: Change and measures for target

Objective

Measure

Target

Action

Create a customer Liaison Office in order to learn more about customers

What changes are ideal in service provision?

Ensure the company has a perspective of changes in the market needs by listening to customers.