Module 3: Case Study Assignment Q
Refer to the full Assignment Q description for details: 03-Scenario-3-Q-Comm-Planning.docx Download 03-Scenario-3-Q-Comm-Planning.docx
Q1:
What are the three top messages you want to communicate to the Service Operations management team (specifically, Pauline Jones, Liza Davis, Pam Stevens, Steven Lubis, and Lucy Mathis)? How would these messages be different than the messages in your communications with the wider service operations staff rather than managers?
Q2:
How will you engage the Service Ops management team to develop relationships with them, designed to have them work with you in their communication with their team? Given that Pauline Jones and the three customer service managers are physically located in the three call centers (New York, San Antonio, Sacramento) and you are physically located in Stowe, VT, how would you prefer to communicate with them initially, and on an ongoing basis through the rest of the project? Why do you plan to approach your communications this way?
Q3:
What would you communicate differently in your one-to-one conversations with Lucy Mathis than with Liza Davis or one of the other customer service managers? Why?
Q4:
What kind of ongoing “user group” would you create to continue and build on the engagement process started with this communication? Who would you want on that team (roles and names)? Why?
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