draft for the case analysis

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timer Asked: Oct 22nd, 2018
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Question Description

Please read the Format for written case analysis. Please write in the APA Style.

Trent McGuire works for a large mutual fund company. One division of the company is focused on improving the internet services for shareholders. Within that division there are several departments. One department is called Communications/ Customer Service (CCS).

The internet Development Department works on enhancements and new applications for the company web site. Currently, shareowners have the ability to view various products and offerings on the site and can access information about their accounts online. In the near future shareholders will be able to perform very sophisticated transactions online. Over the past twelve to eighteen months, the web site has gone from offering basic products information to allowing customers the opportunity to perform all types of financial transactions. In this time frame there have been a great many cosmetic changes as well as application changes to the site.

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FORMAT FOR WRITTEN CASE ANALYSIS Required Sections I. Executive Summary II. Identification of Key Stakeholders III. Statement of the Problem IV. Causes of the Problem V. Suggestions VI. Recommended Solution, Implementation and Justification Guidelines  One to two paragraphs in length  Summarize the critical events from the case that will be covered in the analysis  Briefly identify the major problems facing the main player  Summarize the recommended plan of action and include a brief justification of the recommended plan  Identify the key players in the case  Include stakeholders who are impacted because of the critical events  For each key player, identify events in the case that the stakeholder finds troublesome and would consider a problem; in doing so, quote the case  State the problems facing the main player  Identify and link the symptoms and root causes of the problems  Differentiate short term from long term problems  Conclude with the decision facing the main player  Provide a detailed analysis of the problems identified in the Statement of the Problem  In the analysis, apply theories and models from the text and/or readings  Support conclusions and /or assumptions with specific references to the case and/or the readings  Identify criteria against which you evaluate alternative solutions (i.e. time for implementation, tangible costs, acceptability to management)  Include two or three possible alternative solutions  Evaluate the pros and cons of each alternative against the criteria listed  Suggest additional pros/cons if appropriate  Using models and theories, identify why you chose these suggestions – how it would work and why     Identify who, what, when, and how in your recommended plan of action Solution and implementation should address the problems and causes identified in the previous section The recommended plan should include a contingency plan(s) to back up the ‘ideal’ course of action Describe the difficulties you expect to encounter in actually implementing the course of action under consideration, including how implementing the course of action you propose may create new problems. Follow APA format. Do not quote definitions from the text or outside sources. Synthesize sources to support points, provide proper in-text citations and references. Quote critical lines from the case as evidence. Internet Development, CCS, and Customers Trent McGuire works for a large mutual fund company. One division of the company is focused on improving the internet services for shareholders. Within that division there are several departments. One department is called Communications/ Customer Service (CCS). The internet Development Department works on enhancements and new applications for the company web site. Currently, shareowners have the ability to view various products and offerings on the site and can access information about their accounts online. In the near future shareholders will be able to perform very sophisticated transactions online. Over the past twelve to eighteen months, the web site has gone from offering basic products information to allowing customers the opportunity to perform all types of financial transactions. In this time frame there have been a great many cosmetic changes as well as application changes to the site. Trent McGuire does not work in the internet development department. Trent works as a manager in the CCS side of the division. CCS is in constant contact with the shareholders CCS has the sole responsibility of setting up new shareholders so that they will have the ability to access their specific accounts. If there any problems or questions concerning account access any information regarding the website, then CCS is usually the first to hear about the problems from customers. CCS representatives are expected to answer customer questions and resolve any problems. Interdepartmental Communication and Customer Service In order to best service the customers it is vital for CCS to be updated with any problems or changes in the site by the internet development team. However, communication regarding the updating has not always taken place. For example, there are times when the account access features are not functional and CCS will find out about the problems not from the internet development team, but from annoyed customers. On numerous occasions, new product or marketing text has been updated on the public site, yet CCs representatives would have no idea of the changes. Finally, with the rollout of new account access features to the customers, CCS was not consulted to test the application or provide any feedback prior to the application’s availability for public use. Numerous issues arose from this which caused the company to be reactive to customer response rather than proactive. In short, interdepartmental communication between the Internet development team and CCS is lacking and customer satisfaction with Internet services has been negatively affected. In addition, the grumblings between departments have seeped out to the organization as a whole. The grapevine is carrying information that the two units are at odds. Sometimes people outside of Internet development and CCS share humorous stories and shake their collective heads at what seems like childish tensions between the two groups. Spoofing on Trent’s last name, behind their backs these two groups are called the “Hatfields and the McGuires.” Somehow this problem has not yet wafted up into the highest levels of the organization, so while the tension exists at the customer level and infuriates the likes of Trent McGuire, top management is outside the loop. ...
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Tutor Answer

paula9
School: UIUC

Attached.

Running head: CASE ANALYSIS

1

Draft of Case Analysis Paper
Student’s Name
Institutional Affiliation
Instructor
Date

CASE ANALYSIS

2

Executive Summary
Trent McGuire has been working for a company with a division focusing on the improvement
of internet services to the shareholders. This division has the communications/ customer
services (CCS). The internet department focuses on maintenance and improvement of the
company website. The website as per now allows shareholders to view and access
information online but in future, they will be able to do sophisticated transactions. The
website has developed from just letting the shareholders access to essential information on
products towards allowing them get an opportunity to do all the financial transactions.
McGuire is a manager in the CCS side of the division which has constant contact with
shareholders. This division receives any questions from customers about the website and it
answers them or resolves any problem encountered. For effective operation, CCS is supposed
to be updated on any issue of changes made on the website. However, there has been no
communication between departments which has affected customer service negatively. The
re...

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Anonymous
Good stuff. Would use again.

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