Cisco Case Study and Worksheet Essay

Datatronics is a worldwide, high-performance supplier of integrated resource planning solutions to many global companies. Datatronics products include products used for telecommunications, industrial controls, medical, power supply, automotive, and computer supplies. This case study assignment explores key issues and role of customer service, with respect to the US branch of the company located in Romoland, CA. It includes a comparison of customer service and customer satisfaction. Joel McGivern is the Chief Information Officer, while Matt Rubenzahl is the head of customer service center, North America. Matt is required to evaluate the status of customer service at Datatronics and provide recommendations to the Joel, the

Doug Allred was Vice President of Customer Advocacy organization of the Cisco’s corporation. This organization was erected to consolidated all functions that directly touched the customer but sales to provide high-quality customer service. Since August 2001, the IT market turned down and brought severe challenges to Cisco as the company had to lay off 18% of its employees and reorganized its structure, transforming from decentralized organizational structure with three business units to centralized organization. However, these changes stabilized the volatile situation of the economy but threatened Cisco’s customer focus, a

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Define the Problem: Describe the type of case and what problem(s) or issue(s) should be the focus for

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1) Complete summary of the case study that identifies the key problems and issues, provides background information, relevant facts, the solution employed, and the results achieved.

The reason 2013 intangible assets make up more of the total assets compared to 2013 intangible assets is due to the NDS acquisition that occurred in 2013

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1a. How did Cisco find itself in trouble with regard to its intended IT prior to Brad Boston's arrival?

1. Study the networked supply chain concept as implemented by Cisco. What are its strengths and weaknesses?

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1. Cisco suffered from inertia when an attempt was made to engage business management in selecting software for their individual areas, and/or agreeing to participate in the ERP implementation project. List and explain reasons why management would hesitate to become engaged in the IT process/project.

1.      Describe the overall proposal in terms of the business problem being solved.  Some ideas are: