Cisco Systems Case Study Essay

Contrary to the situation at E-Z RP, there is no linkage of customer service representatives to development teams. For instance, CRSs are often the last to gain access about new information or new products. In terms of the organization of customer service, E-Z RP uses a specialized call center where customer service representatives deal with a single product. At Datatronics, the call center is centralized and CRSs deal with all products. E-Z RP uses the second tier support while Datatronics uses a minimal second-tier support. In terms of the training of CSRs, Datatronics only provides minimal on-the-job training while E-Z RP provides extensive training. Datatronics hires employees with basic customer service ability while E-Z RP recruits employees based on customer service skills, business knowledge, and communication ability. The performance metric at E-Z RP is the level of customer satisfaction, while the metric at Datatronics is the time on call or between calls. Although Matt does not intend to reproduce E-Z RP’s customer service system at Datatronics, these are the key issues that he ought to consider in making recommendations for changes at Datatronics.

This lyric is related to the Abraham and Isaac story. In the beginning of the story, after Isaac was born, this made Abraham happy and laugh a lot. They all lived together, worked together, and aged together. Abraham must love his son. From this lyric, it just describes what a father did to his lovely son. This description is represented the great relationship between father and son. Everything he did always has a meaning inside, which will be understood by the son after he gets older and his father may die also.

Cisco’s mission is to solve their customer’s most important business challenges by delivering intelligent networks and technology architectures built on integrated products, services, and software platforms. They accomplish this by making everything thing do about the customer.

Cisco is clearly the one of Information Age companies. Cisco gives the priority on the Information Technology. In the case study, Cisco adopted strategy of systematic acquisitions and strategic partners, which proof that Cisco focuses on cooperated information. Cisco also concerned about standardization, flexibility, extensibility, and scalability. The decisions that Solvik and his team made during this case trends to emphasize how more Cisco becomes closer to the definition of Information Age company. They applied internet and intranet which is not so popular at that year for employee self-service, communication and distance learning, customer

Competition and technology changes in the telecommunications industry has resulted in declining profits for Desert Communications Incorporated (DCI). The competitive business climate in the telecommunications industry requires DCI to initiate proactive strategies to drive profits. The conventional view of the customer contact center is as a cost center for supporting customer relations (Kaiser, 2011). Learning Team B will demonstrate

according to Bell in [5], customer base is an asset that needs to be managed in a timely manner.

Deutsche Allgemeinversicherung (DAV) is one of the world’s largest insurance companies. The success of the company has been contributed to its product offerings and “an excellent group of insurance managers” (case page 2). The company provides superior “traditional insurance management” and excellent customer service. However, the company began to face stiff competition not only from larger competitors but also from smaller insurance firms that are able to provide customized service to each individual client. To keep its current position in the market DAV has decided to concentrate on quality of customer service which it sees as a core competency. The

Customer Operations Group, C. Greystone expressed frustration with his divisions’ performance—he has also stated, “We’ve been forced”; VP Northeast Region, B. Walker stated, “some branch managers seem to spend most of their time worrying about the new performance measurement system—the skills and attitudes on many levels are mismatched with our current needs”; Branch Manager M. Pauley asks, “Exactly who handles all the pieces of a sale like this”, Sales Team Member 3 stated the situation is getting depressing. The organizational behavior put forth by the CEO and the Research and Advanced Development Group manufactured an internal discontent with divisions and individuals. As a result, the needs of the Manufacturing and Marketing were not considered and retain the support needed to function. The lower level individuals in the these divisions were unfairly treated and disengaged from the goal of the company which lead to ambiguity of company clear and direct goals (accountability and responsibility); flawed construction of Business Units and Sub Units; mass confusion of consolidating; geographic displacement; lack of division communication; lack of training; and most importantly the lack of sharing product

“It is significant, and I do believe it is coming from consumer desire to have choices and more balance,” The two articles agree that the success of any business is highly dependent on customer relations. Organizations need to accord their workers the maximum support they need

This case study goes through the evolution of IT governance at Cisco and the related project management. This case is a classic example of the result of a decentralized governance of business units. What happened to CISCO due to the decentralized governance, how the business processes were modified to overcome the chaos created by the decentralized governance and how the employees and management reacted to this change in CISCO’s business governance? This case clearly illustrates the effect of a totally decentralized governance and how changing to a centralized governance leads to unrest and resistance. It also illustrates how the cultural/managerial change effects the business decisions needed to be made

Prior to his arrival, CISCO had a decentralized approach to IT spending. Independent business groups were making decisions in fuctional silos. Each group their own funds for IT, therefore, redundant applications such as CRM systems were created. This was a global issue as well as a localized issue.

Cisco rapidly grew from a start-up to $500M global corporation by January, 1993 when the case begins with Pete Solvick, CIO of the company faced with the daunting task of upgrading its transaction systems and data warehouse. Cisco had exponential growth through the 1990s, averaging at one point an 80% compound annual growth rate while also accelerating new product development and introductions throughout its direct and indirect sales channels. Systems outages were becoming more common as were product shortcomings due to the IT systems supporting key processes becoming faulty and only partially operating the majority of the time. Clearly Cisco had outgrown its current transaction processes and data warehousing infrastructure.

Customer service is an important factor to increase sales in almost all industries. Broadstripe, a small provider of cable, Internet, and phone services saw it as a solution to increase sales as their company was filed for bankruptcy protection in early 2009. To improve the customer service experience, Tony Lent, Chief Commercial Officer at Broadstripe, launched a 60-day MBG offering

The purpose of this paper is to analyze the culture, the internal, and the external factors in an organization. Our job is to examine the entirety of the organization. That would include the structural and environmental elements that effect the operation of the business. We will also take an in depth look at the perspectives of employees, managers, owners, and clientele.

Narayandas, D., Dudley, R. (2005), Hewlett Packard- Computer Systems Organisation: Selling to Enterprise Customers, Harvard Business Review