Control Phase Discussion

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1. Discuss one realistic issue that could be your company's Achilles heel. (Again the company I work for is Teletech)(Sorry for the short notice on these questions RJ)

Tele Tech is a leading global business process outsourcing (BPO) company that provides a full range of front- to back-office outsourced solutions. One critical factor can be the competition from low cost countries like India and other emerging economies. This is a painful reality as the company is having serious completion from the organizations of low cost countries. This is because the labor cost is cheaper in India which is a big advantage for the Indian companies.

2. If you were your company's CEO, what numbers would you watch daily to test your strategy objectives and why?

The numbers I will watch are:
1) Number of new customer acquisitions
This will tell about the company's market penetration and growth.
2) Number of repeat orders
This will tell about the customer loyalty
3) Employee turnover
This will tell about the employee satisfaction
4) Net Profit margin and growth
This will tell about the operational efficiency and the improvement in the operational efficiency.
5) Market price of the Stock and Shareholder's wealth
This will tell about the increase in shareholder's wealth.

3. What are some examples of qualitative success indicators and how can they be incorporated into a strategic plan.

This issue deals primarily with the strategy implementation and it usually has a 1-2 year time horizon. Principal tasks of strategic implementation are:

* Building a capable organization
* Allocating ample resources to strategy-critical activities
* Establishing strategy supportive policies & procedures
* Instituting best practices & mechanisms for continuous improvement
We can apply balanced scorecard tool to take care of qualitative success indicators such as quality of employees, quality of products, service levels, customer satisfaction. It can be as follows:
a. Customer satisfaction and Customer loyalty can be tied with the customer goals of measurement of the Balanced Scorecard.
b. Direct Distribution Performance (Supply chain Performance) and quality of operations can be tied with the operations goals of measurement of the Balance Scorecard.
d. Employee satisfaction, retention and development can be tied with Learning and Growth goals of measurement of the Balance Scorecard. Also business goals In IT-Industry can be visualized by applying internal customer relationship management as described by Frank L. Eichorn "IntCRM provides a quantitative and visual evaluation of the key criteria that affect an organizations propensity for managing internal customer relationships and delivering systems that meet business needs ( Pg 2, who Owns the Data (2004)) Defining for Quadrant as it relates to performance measure

In order to build right culture, firms should focus on several key attributes to ensure the success of the Firms:
? Developing leadership skills
? Encouraging personal accountability
? Maintaining a higher standard of ethics and integrity
? Building a workforce with diverse backgrounds, skills and potential
? Commitment to Customers
? Unbeatable employee experience
Action Plan
Customer Goals
One of the tools is the use of a Customer Relationship Management (CRM) database to track historical sales. Instead of ...