The Need for Balance in an Organization

Introduction

In order to stay relevant for today’s consumers, it is important for companies to remain vigilant and aware of their constant changing needs. I believe that our company has been doing just that. For the last two years, our company has worked to change their focus to the growing needs of today’s consumer. However, by doing this, they are beginning to lose sight on what made our company famous in the first place and that is our customer service. By shifting our focus and by weighing more on quantity over quality our company has started to see a raise in our production but a decline in our customer service. Without more of a balance, we will begin to see a rise in our lapse/cancelation ratio.

Discussion

With customers increasing demands for quick around the clock service we have been forced to re-evaluate the way that we conduct our business. One of those ways is to make sure the staff reaches their weekly queue goals. The more work an employee completes the more rewards the employee will be able to obtain. However, in doing this we are finding that our staff are making careless mistakes and not taking the time to actually see what the customer is needing an how we can help them. Making careless mistakes will not only hurt our quality but will affect the quantity we are able to produce. According to Gallagher, R. (1996), "You actually spend more time serving customers, as they call back repeatedly to try to get problems fixed. According to customer-support expert Bill Rose, more than 60 percent of customer contacts are simply to follow up on existing problems. You spend more money, as customer problems do not get fixed right the first time. Finally, you build a reputation for poor service, spelling doom fo...

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...s in our claim handling, which could harm both of our personal and business policyholders. We need to make sure that we are there during reasonable times when our customers need us while maintaining the bulk of our staff during our peak hours. Striving to balance our quality with our quantity will allow us to lower our lapse/cancellation ratio and maintain our valued reputation.

References:

Bogomolova, S. (2011). Service quality perceptions of solely loyal customers. International Journal Of Market Research, 53(6), 793-810.

Gallagher, R. (1996). Customer service: Quantity vs. quality. Business Journal Serving Southern Tier, CNY, Mohawk Valley, Finger Lakes, North, 10(23), 11SB

Sivakumar, K. K., Mei, L., & Beibei, D. (2014). Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delights. Journal Of Marketing, 78(1), 41-58.