APA Editing and Revising Assignment
Instructions: Identify all APA format mistakes and what is missing for proper APA formatting. Correct all grammar, punctuation, and spelling items.
Make revisions where necessary. (Which is done first? Editing or revising?)
PROBLEMS WITH THE MANAGER
To give a proper analysis of case study 1, we must first look at the overall situation using the Leader-Follower-Situation model. The leader, Mark who is was newly appointed to the manager role. As stated on page 29 of “Leadership: Enhancing the lessons of experience,” appointed leaders typically have less credibility with their subordinates and the loyalty lacks as well. This presents the first hurdle to overcome. Mark having been promoted from customer …show more content…
Since each area will only be responsible for a narrow range of products and services, their technology can be shifted to more focused systems. This will limit the number of screens needed to serve a customer. With the change in technology, new training will be needed from the training department; this will come from the IT department after they have conducted a training needs assessment.
To maintain continuous improvement feedback from customers is needed to evaluate the customer service reps. There are 4 main areas to focus on when evaluating customer satisfaction and service. They are the service level, customer retention, response time, and time with customer (Lyon, 2012). The evaluation of customer satisfaction can help fuel the action-observation-reflection model (Hughes, 2009) which will complement the new perspective on leadership Mark has received through …show more content…
Although they were each addressed separately, they overlap and create a synergy of total quality. If one area falls short the others will be affected as well. To help prevent this, Mark should for an advisory committee. This committee will be comprised of each department and a few lower level employees from each area. This will provide the cohesion needed to keep the entire company moving forward. It will also foster multi directional communication instead of the typical top-down communication. Overall, focusing on the 3 areas and the simple changes can bring the customer service department to the level of total
Instructions: Identify all APA format mistakes and what is missing for proper APA formatting. Correct all grammar, punctuation, and spelling items.
Make revisions where necessary. (Which is done first? Editing or revising?)
PROBLEMS WITH THE MANAGER
To give a proper analysis of case study 1, we must first look at the overall situation using the Leader-Follower-Situation model. The leader, Mark who is was newly appointed to the manager role. As stated on page 29 of “Leadership: Enhancing the lessons of experience,” appointed leaders typically have less credibility with their subordinates and the loyalty lacks as well. This presents the first hurdle to overcome. Mark having been promoted from customer …show more content…
Since each area will only be responsible for a narrow range of products and services, their technology can be shifted to more focused systems. This will limit the number of screens needed to serve a customer. With the change in technology, new training will be needed from the training department; this will come from the IT department after they have conducted a training needs assessment.
To maintain continuous improvement feedback from customers is needed to evaluate the customer service reps. There are 4 main areas to focus on when evaluating customer satisfaction and service. They are the service level, customer retention, response time, and time with customer (Lyon, 2012). The evaluation of customer satisfaction can help fuel the action-observation-reflection model (Hughes, 2009) which will complement the new perspective on leadership Mark has received through …show more content…
Although they were each addressed separately, they overlap and create a synergy of total quality. If one area falls short the others will be affected as well. To help prevent this, Mark should for an advisory committee. This committee will be comprised of each department and a few lower level employees from each area. This will provide the cohesion needed to keep the entire company moving forward. It will also foster multi directional communication instead of the typical top-down communication. Overall, focusing on the 3 areas and the simple changes can bring the customer service department to the level of total