Actividad de aprendizaje 14

Evidencia 1: Dialogue “Evaluating products and service"

ANGELICA ACOSTA LOZANO

1. COMPANY MANAGEMENT DIALOGUE

JUAN: good morning Tatiana wanted to ask you to help me to evaluate the process
of management of Events of Colombia

ANGELICA: Of course, if we are going to look at how the customer service part is
being managed

JUAN: Well, the truth is that we have presented different problems with these
activities since the customer service part is failing, I know this because customers
complain about the delay in the service, besides that they are not fulfilling the
expectations It has since sometimes been delivered goods that do not match those
that the customer requested.

ANGELICA: and with regard to customer complaints, what steps have been taken
to improve customer service, since the customer is important to the company.

JUAN: well the truth so far none since the complaints that have been presented
knew them because an investigation was made of why the company has declined
in recent months.
ANGELICA: Well the first thing we must do is a change in the processes that have
been done, in addition to systematize and create matrices that go in favor of
generating a space that helps us to follow the same line and that the path is the
most suitable to meet the expectations that the client has in the company. Also,
creating these processes will reduce costs and improve teamwork

JUAN: and that's how we're going to do it.

ANGELICA: we must make a flow chart in such a way that we do not leave
anything on the outside, that is to say we can put into everything the research
sheds light on how clients feel about the service.

JUAN: sounds interesting, well tell me what else we should consider.

ANGELICA: we must make a list of possible solutions to improve the problems that
have been presented and the possible solutions is to say if the products that the
client needs are not being delivered but that others are being given, then a system
must be created that generates automatically the orders, in addition to taking into
account what the team also thinks to finish the learning process, in this way create
new diagrams to document the steps that are reached in the agreements to be
made.

JUAN: that is, it is a team effort, which needs to create new processes to improve
customer service.

ANGELICA: Exactly and not only that, we also have to use the resources to ensure
the new process, as well as putting the entire company in context to let them know
how this process will benefit the entire company and that the changes at the
beginning can be complicated but that will help us improve and provide the best
service that customers deserve.
JUAN: that is, I must also inject money into the organization

ANGELICA: maybe in the purchase of a new software or in hiring a suitable person

for the position but in reality this cost does not compare with the benefits that will
be later, although we must prepare that people are sometimes resistant to change
and that will be something we have to face.

JUAN: the truth sounds interesting.

ANGELICA: but I remind you that it is a long process that involves patience and to
be evaluating the process so that it reaches a happy term, and to be able to adopt
the strategies that will finally improve in the difficulties of customer service to the
company.

JUAN: very well then let's start and get to work.

2. GLOSSARY

 PROCESS: procedure, routine, course of action, advance, summons to

court
 EFFICIENT: affective, done without waste.
 MAP THE PROCESS: organization the process according to the
hierarchical order.
 ANALYZE THE PROCESS: when t is evident what the organization needs
by responding to the presumptions that they have and solving the problems
that the company has.
 REDESING THE PROCESS: make a new approach to the problem in susch
a way that the problem presented can be solved and the pertinent changes
made.
 ACQUIRE RESOURCES: have the necessary resources to be able to make
the changes in the organization either of personal or of machinery that helps
to solve the presented problem.
 IMPLEMENT AND COMMUNICATE CHANGE: Inform the whole company
of the changes that are going to be made in such a way that everyone
thinks in the same way, that is, that the way of thinking is changed, although
there will be people who do not like the change.
 REVIEW THE PROCESS: it is necessary to review the processes and
evaluate them to be safe of what is being done