This PPT slide, part of the 103-slide Organization Design Toolkit PowerPoint presentation, outlines the daily responsibilities and challenges faced by a Customer Advisor within a newly implemented matrix organizational structure. It highlights the operational dynamics across various geographical locations, specifically focusing on the interactions between the Customer Advisor in London and the Customer Support Administrator. The text indicates that the organization has recently transitioned to this matrix structure, which involves both functional and geographical Customer Support Managers responsible for addressing customer complaints.
Key points include the Customer Advisor's initial task of managing an inbox filled with complaints from China, which have been forwarded by the Customer Support Administrator. The Advisor spends considerable time contacting customers to confirm receipt of their complaints, indicating a lack of efficiency in handling these issues. The slide notes that the Advisor struggles to address complaints promptly, which leads to customer dissatisfaction, particularly when there are delays in responses.
Several recommendations are presented to improve the situation. One suggestion emphasizes the need for better integration between the Customer Advisor and the Sales team in China to streamline the resolution process. Another recommendation addresses the geographical placement of the Customer Services team, proposing that it would be more effective to have this team located in China, where most complaints originate. Additionally, there is a call for training Customer Advisors in managing irate customers, which is crucial for maintaining customer relationships.
Overall, the slide serves as a critical analysis of the current operational inefficiencies and offers actionable recommendations aimed at enhancing customer service delivery.
This slide is part of the Organization Design Toolkit PowerPoint presentation.
This presentation is created by a team of ex-EY consultants. It provides a robust framework used by tier-1 strategy consulting firms for Organizational Design and its implementation.
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Consulting Frameworks Organizational Design Gap Analysis Customer Service Organizational Structure Matrix Organization Sales
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