You will be using the "Repairing Customer Satisfaction" Download "Repairing Customer Satisfaction"case study for all of the assignments in this course. To complete the first assignment, you will need to read the case study to develop the first progress report on your findings for the CEO. You will access the case study via the link provided and follow the instructions below.
Instructions
Read the case study "Repairing Customer Satisfaction." Download "Repairing Customer Satisfaction."Select the role (VP-Quality, VP-Production, or VP-Customer Relations) you will assume to complete the course activities and assignments. To complete the activity, you will need to keep in mind you are working to identify potential root causes for the lower performance cited for your respective area of responsibility. You will access the case study via the link provided and follow the instructions below.
Based on the case study "Repairing Customer Satisfaction," Download "Repairing Customer Satisfaction,"develop a 2 – 4 page progress report for the CEO.
Based on the role you selected and the plan you developed in the Week 2 activity, develop a progress report for the CEO that includes the following.
- Analyze the data and metrics provided and any additional elements you feel are crucial to identify the potential root causes for the lower performance cited for your respective area of responsibility.
- Include your findings in the progress report.
- Create a problem statement that conveys to your audience the root cause you identified, the framed problem, and its impact on the organization.
- Propose a communication plan that will best convey the analysis results, educate your audience, and spur action.
- In your communication plan, address the following: stakeholders to be included, timelines for initial communications and follow-up messaging, and media to be leveraged, e.g., team or town hall meetings, emails with progress reports, etc.