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Internal and external factors affecting business
Internal and external factors affecting business
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My career has been centered on technology starting at the age of 15 at CompUSA. I spent seven year in the organization until they were liquidated due to exceptionally poor financial management and a lack of brand unity. During this time I was heavily investing in school and other facets of life, so I only climbed a few levels to become a supervisor. Since the closure, I have been with Comcast building my career as a leader in this organization. I have held numerous positions in my seven years with Comcast, most recently promoted to Operations Manager in a new organization called the Billing Center of Excellence in January of 2013. My two peers and I operate a 360 seat contact center in St. Paul which handles roughly 13,000 customer relationships …show more content…
As a leader in the West Divisions customer care team, we are asked to frequently participate in large projects that directly impact our customer or employee experience. A few examples include an internal communication system I developed that allows real-time data about our center, any important news, and internal communications to be broadcast throughout our facility. The system is fully dynamic, meaning no human interaction is needed as the system will update with new information as it becomes available through a number of sources. This system is now recognized as the company standard and I have been asked to assist in its deployment across multiple contact centers. My peers and I also work with our national teams on subjects as large as our promotional strategies down to the smallest detail of our operation such as the frequency of break room cleaning. Our influence is large but, like with most large corporations, movement can be slow. This is something we have been working to change, which I believe is our biggest triumphs. We have been advocates for expediting any changes that positively impact our customer or employee experience and in the last year have become the testing facility for most new employee initiatives. This has enabled me to have a much larger impact on our company’s behavior by providing my peers and I direct influence over future national programs and
I've been working for Lowe's Companies for almost 3 years in May. I started at the retail store where I was apart of the Red Vest Mentor program. I was responsible for training and mentoring the front end associates in customer service. During my time there I also took on the responsibility to work standby for the cash administration office. As a back up cash administrator, I was responsible for processing daily businesses and cash deposits, as well as counting and staging cash drawer tills. Within this past year I advanced to the corporate office and worked for 6 months as a customer care agent. I worked on a team as an EOS (employee opinion survey) captain where I was responsible for encouraging my coworkers to provide feedback regarding
Imagine if nobody had a cellphone in today’s world. That’s why today everybody has some form of a cellphone contract with the four major companies (AT&T, Sprint, Verizon or T-Mobile) or a less know cellphone provider. AT&T and Verizon Wireless provide more than the other two major companies.
Lashinger et al highlights the need for communication within leadership as effective communication is essential to influence change and motivate others. Emphasising the need for communicating effectively towards all staff members, whilst undergoing change to ensure all staff feel supported and understand the process, allowing implementation to be more successful.
Management practices are highly followed in today’s workplace and for good reason since evidence suggests successful companies follow these strict practices. Regulating employees through a program that is setup to promote success is what the five management practices are about. Discussed will be the management practices of planning, organizing, staffing, leading, and controlling and how they relate to the corporate environment of Comcast Corporation through my personal experience.
The future of healthcare is ever changing, and with that comes change management, which brings individuals on board with that change. According to Vora (2013), the change management model includes first, determine the need for change. Second, prepare and plan for the change. Third, implement the change. Finally, sustain the change (Carroll, 2015). As a leader, I feel that it is my obligation to not only continue with my education, but to aid others in furthering their education and
I found working within a team enabled us to spread responsibility and we determined ...
The soft factors can make or break a successful change process, since new structures and strategies are difficult to build upon inappropriate cultures and values. These problems often come up in the dissatisfying results of spectacular mega-mergers. The lack of success and synergies in such mergers is often based in a clash of completely different cultures, values, and styles, which make it difficult to establish effective common systems and structuresBased on the case study, extensive research and annual reports of AT&T the writer has mapped AT&T in the different domains. AT&T should strive to attain a perfect circle as close to the centre as possible, which indicates total synergy, order and equilibrium. Where the circle is skewed drastic change is needed as it moves closer to the outer ring of chaos:
Under her guidance her team is confident they can find the problem with the new system, or if that is not possible, recommend alternatives that will be met with open ears to produce an equitable outcome. This leader’s willingness to pitch-in while giving individualized consideration to everyone should help the other division cooperate to the utmost so the project is successful (Northouse, p.190).
This will begin to lay the framework of our multi-level communication process, and cybernetic feedback process for our internal and external stakeholders (Mayfield, J., Mayfield, M. & Sharborough, W., 2015) allowing cross global interaction between our employees, managers, and customers. This team will then gather and form a collaborative, and realistic vision of what our partnership is capable of and wishes to achieve (Jick, T. & Peiperl, M.,
A healthy flow of upward and downward communication ensures that the communications between managers and employees is complete. For example, in 2010, Kroger surveyed over 200 thousand employees in its “Associate First Tracker survey” and found the feedback both invaluable and “humbling.” Kroger then communicates the findings with their employees who participated which will then generate a new dialog in regard to what the next steps should be (Orgel, 2010). The final channel of communication is the use of horizontal communications between coworkers. This can...
Implementing successful communication strategies throughout the organization begin with the hospital’s core mission and values. The alignment of the goals within an organization must support the workflow in order to gain the results desired. As the demands of the hospital continue to rise, we must perform more work with less staff leaving an unwanted gap. By utilizing a workflow complementary to the operational aspect, employee buy-in is essential. Staff throughout the hospital drives the organization. By retaining these individuals, significant cost-savings occur within the hospital. Robinson, senior editor, (2012) suggests “Hospitals aren’t like other businesses. Reducing price isn’t a possibility-not when insurance companies, the government, and HMOs scrape remuneration to the bone”. Therefore, investing in employees is essential. Hospitals must get the best from their employees as hospitals can’t buy their customers (Robinson 2012). Communication is important in keeping the staff empowered. Engaging in daily face-to-face meetings with employees increases positive work culture, morale and overall productivity.
“Leading Change: Why Transformation Efforts Fail” is an article written by John P. Kotter in the Harvard Business Review, which outlines eight critical factors to help leaders successfully transform a business. Since leading requires the ability to influence other people to reach a goal, the leadership needs to take steps to cope with a new, more challenging global market environment. Kotter emphasizes the mistakes corporations make when implementing change and why those efforts create failure; therefore, it is essential that leaders learn to apply change effectively in order for it to be beneficial in the long-term (Kotter).
Planning and leading the change: Vision leads to change. Unless there is adequate planning with clear delegation of task, change fails. According to Kotter’s 8-step change model, the leader needs to be aware and define the urgency of the change project and disseminate the urgency to recruit a team that is convenience of the need for the change. The vision of the change project needs to be clear to be understood making effective communication imperative. In any leadership there is always some kind of obstacle that is faced, there will be someone that will try to resist the change; it is the duty of the leader to find ways to check for barriers and remove the obstacle by empowering the team. It is always beneficial to have a short-term vision where the company can see the progress of the change as team build on to the long-term vision. And finally, it is imperative that the change in noticed by others in the day-to-day activity. A leader that plans in leading change will be successful if these steps are followed especially in a hospital setting where there is diverse group of people working towards a common
As Michael and Grover wrote: “The more skillful you are at discerning the feelings behind others’ signals the better you can control the signals you send them”. This concept is shown through: service orientation, developing others, leveraging diversity, political awareness and understanding others. (( Michael Akers & Grover Porter, n.d.) First of all, service orientation is foreseeing and meeting the clients demands in order to delivering right products to the right target market. Second, developing others is shown when recognizing other abilities and enhancing it towards the achievement. Third, leveraging opportunities is seeking for solution in a diversity environment, in order to receiving diverse solutions to solve variable of challenges. Furthermore, connect and communicate with the team to have the capability in reading the team emotion and power strong and stable relationship. The strongest team is the one that has sustainable connection where they can operate any obstacles usefully. Empathy is also understanding others feeling behind their needs to know that everyone is different and no one should be treated with the same
...he solution. Instead the solution is to develop richer and more complex processes of accomplishing the leadership tasks. Project Managers facing a complex challenge should focus on how to set direction for the team, create alignment between them, and generate their commitment and ignore how many people are, or are not, leaders. Making the accomplishment of the leadership tasks at the core of leadership raises new questions: What are the barriers or obstacles project managers should clears in order to set a clear direction, create an effective alignment, and generate a solid commitment? What resources exist in the organization that project managers could tap in for creating direction, alignment, and commitment as a complex challenge is being tackled? Answering these kind of questions can assist organizations avoid the traditional problems of distributed leadership