FIND A SOLUTION AT Academic Writers Bay
Business Analysis – Leading by Influence, instead of Authority! Mini-case Developed By: Lilo Altali April 18, 2020 Organizational Overview Shout Apparel is a high-end fashion retailer, headquartered in New York, with offices in Tokyo and Paris. In 2017, the leadership team decided to close down twelve retail stores, and become a primary online retailer. Keeping two stores open, mostly for marketing purposes, in New York and Tokyo. In the fashion industry, it is common for high-end brands to have limited stores in fashion capitals. Customer satisfaction has been decreasing steadily since the close of retail stores, and everyone is blaming the customer’s online experience and pointing fingers at IT. As the Business Analyst for the Customer Success team, you were assigned to conduct an investigation on this – which led to the discovery that the problem was not IT or the online experience. Through your investigation, you found that the Customer Success Managers for Africa/Middle East and Europe had daily meetings with their customer service representatives and they had online documents that gave different customer scenarios and steps on how the staff member should respond. The Customer Success Managers for Asia provided a very detailed script on how to handle customer calls, but very little guidance in resolving customer issues. Many of the representatives for Asia told you in a focus group, that the Customer Success Manager does not provide guidance, leaving each representative to handle the issue how they see fit. Your North/South American representatives were the only virtual team (the rest were in office), they had monthly meetings and an excel spreadsheet with potential customer cases with a guide on responding to specific scenarios. You learned from an interview, one of the more senior representative started this spreadsheet to help her colleagues. The representatives keep it a secret from the Manager, for fear of being perceived to “undermine” or “overstep” the Manager. Further investigation found that outside the monthly virtual huddles with the CCO, the Customer Success Managers did not meet. The managers for Africa/Middle East and Europe territories are friends outside of work, and meet often since they both work out of the Paris office. You sent an anonymous survey to the customer service representatives and learned the following: 55% feel unheard Only 25% are receiving the mandated monthly supervision meetings (as outlined in company policies) 45% have received disciplinary action from their Customer Success Manager 43% reported that it was “highly unlikely” for them to share the ideas they have They reported that your top three priorities for Shout Apparel customer service should be: Streamlining documentation, training managers, and providing more detailed “how-tos” for when dealing with customer cases. The following is the department’s structure. Chief Customer Office (CCO) You – Senior Business Analyst (Customer Success) Customer Success Manager (North/South America) 12 Customer Service Representatives Customer Success Manager (Asia) 10 Customer Service Representatives Customer Success Manager (Africa/Middle East) 9 Customer Service Representatives Customer Success Manager (Europe) 12 Customer Service Representatives IT 6 Help Desk Representatives The CCO was extremely impressed with y our work – she decided to promote you to Senior Business Analyst. She would like you to present your diagnosis to her (Melissa Rooney), Fatima Ali – Chief Human Resource Office, Luke Obele – Chief Innovation office, and Linda Simmon PMO Director. At the meeting, she is going to share that you will lead this initiative. She would like you to use this meeting to get buy into your vision before you began the Business Analysis work. —————————————————————————————————————————————————————Congratulations – your meeting went great! You have the “thumps up” to move forward with the project. Since you are working in a more organizational leadership context, you should prepare high-level, concise plans that “hold the whole organization.” Keep in mind the difference in planning as a manager and planning as a leader from this week’s lecture! Assignment – Week 2: Create a Balance Score Card for Shout Apparel’s Customer Success Department Create a visual representation of the scope of work that you plan to do as part of this project One page (maximum) plan for how you will assess current state One page (maximum) plan for how you will determine the future state Resources that will help you – Week 2: Textbook: Business Analysis and Leadership – Chapters 8, 9, 10, and 14 BABOK Techniques: o 10.3 Balanced Scorecard Pages 223- 225 o 10.8 Business Model Canvas Pages 236 – 240 o 10.13 Data Flow Diagrams (DFD) Pages 250 – 253 o 10.32 Organizational Modeling Pages 308-313 o 10.34 Process Analysis Pages 314 – 317 o 10.35 Process Modeling Pages 318 -323 o 10.40 Root Cause Analysis 335 – 337 Lessons #038; Texts from the 6610: Foundations of Business Analysis o BA Practice Guide o PMI Guide for Business Analysis Your imagination and creativity Supplemental readings and LinkedIn Learnings Keep in mind: Your audience is the Customer Success Managers, Senior Leaders, and Sales Representatives. You are the BA – you decide how present this information – there is no required medium. You are not presenting any solution. We will use this case for the assignments in the following weeks: Week 1: Leadership Presentation Week 2: Process Analysis Plan Week 3: Facilitation Agenda Week 4: Conflict Mediation
- WE OFFER THE BEST CUSTOM PAPER WRITING SERVICES. WE HAVE DONE THIS QUESTION BEFORE, WE CAN ALSO DO IT FOR YOU.
- Assignment status: Already Solved By Our Experts
- (USA, AUS, UK ; CA PhD. Writers)
- CLICK HERE TO GET A PROFESSIONAL WRITER TO WORK ON THIS PAPER AND OTHER SIMILAR PAPERS, GET A NON PLAGIARIZED PAPER FROM OUR EXPERTS
QUALITY: ORIGINAL PAPER – NO PLAGIARISM - CUSTOM PAPER
Why Choose Us?
- non-plagiarized Papers
- 24/7 /365 Service Available
- Affordable Prices
- Any Paper, Urgency, and Subject
- Will complete your papers in 6 hours
- On-time Delivery
- Money-back and Privacy guarantees
- Unlimited Amendments upon request
- Satisfaction guarantee
How It Works
- Click on the “Place Your Order” tab at the top menu or “Order Now” icon at the bottom and a new page will appear with an order form to be filled.
- Fill in your paper’s requirements in the "PAPER DETAILS" section.
- Fill in your paper’s academic level, deadline, and the required number of pages from the drop-down menus.
- Click “CREATE ACCOUNT ; SIGN IN” to enter your registration details and get an account with us for record-keeping and then, click on “PROCEED TO CHECKOUT” at the bottom of the page.
- From there, the payment sections will show, follow the guided payment process and your order will be available for our writing team to work on it.
AcademicWritersBay.comnbsp;is an easy-to-use and reliable service that is ready to assist you with your papers 24/7/ 365days a year. 99% of our customers are happy with their papers. Our team is efficient and will always tackle your essay needs comprehensively assuring you of excellent results. Feel free to ask them anything concerning your essay demands or Order.
AcademicWritersBay.com is a private company that offers academic support and assistance to students at all levels. Our mission is to provide proficient andnbsp;high quality academic servicesnbsp;to our highly esteemed clients. AcademicWritersBay.com is equipped with competent andnbsp;proficient writersnbsp;to tackle all types of your academic needs, and provide you with excellent results. Most of our writers are holders ofnbsp;master's degreesnbsp;ornbsp;PhDs, which is an surety of excellent results to our clients. We provide assistance to students all over the world.
We provide high quality term papers, research papers, essays, proposals, theses and many others. Atnbsp;AcademicWritersBay.com, you can be sure ofnbsp;excellent gradesnbsp;in your assignments and final exams.