Evaluation Of A And Incident Management Essay

In this case, there are few symptoms clearly stated that something has gone wrong for this company. These symptoms can be classified into two main areas; one is the negative feedback from the customers and another one if from its own employee’s job dissatisfaction.

In customer service, the telephone is the second most important link (Lucus, 2015). Modern business use telephones in their day-to-day operations and to communicate with both internal and external customers (Lucus, 2015). Traveling to meet with customers and vendors face to face can be expensive and time-consuming (Lucus, 2015). With the technology of today, you can dial a telephone number or type a text into a cell phone and connect to a customer or vendor half-way around the world almost instantaneously (Lucus, 2015). With fax machines and computer modems, documents and information can be sent in a matter of minutes to customers and vendors miles away (Lucus, 2015). With all those tools, readily available more companies have set up both inbound and outbound telephone staffs (Lucus, 2015). Companies are expanding their customer contacts and are more likely to reach total customers satisfaction through those types of trained specialist (Lucus, 2015).

Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.

Incident Command System is a standardized on-scene incident management concept designed specifically to allow responders to provide a span of control through an integrated organizational structure equal to the complexity and demands of any single incident or multiple incidents without being

The National Incident Management System is a systematic approach to a national template when dealing with incident management. This is how incidents are managed across all agencies to ensure protection, response time, mitigation of duties, and recovery (Walsh, 2012, p.4). In order to use the National Incident management System effectively, you must use the five major components. These components are used throughout government organizations, non-government organizations, and private sectors. The five major components consist of: (1) preparedness; (2) communications and information management; (3) command and management; (4) ongoing management and maintenance; and (5) resource management (Walsh, 2012, p. 6).

The National Incident Management System (NIMS) was presented in March 2004, and is a structure for sorting out reaction on a national scale. It requires utilization of the Incident Command System (ICS) and speaks to a center arrangement of convention, standards, wording, and hierarchical procedures to empower viable, effective, and shared occurrence administration at all levels of reaction. NIMS depend on a harmony in the middle of adaptability and institutionalization.

The observation companies in this paper would be Verizon Wireless and Time Warner Cable. Both of the companies are in the similar industry, both of them are telecommunication providers. I am currently a customer of Verizon Wireless and Time Warner Cable for four and three years respectively. The customer service is a critical part of any business operation that involves customer as they need to keep customer’s satisfaction to ensure that they are able to make revenue. The observation of customer service in this paper is based on the experience with dealing both of the company’s customer service over the phone, and over the social media. The customer service through the social media is popular in the past few years. The paper will discuss

The sheer volume of information of all types is ever increasing, making the job of IT manager more difficult. To remain competent, IT managers must keep up with the latest trends and new technologies. The evaluation of new technology is another skill related to information literacy, since the information describing such technology can take many forms. The best IT managers are highly skilled in such evaluations. These effective managers seem to be rare, as found in Li (2009). That study found that to deal with the difficulties of IT management, many organizations used encroachment, to save face for executives by simplifying and deflecting harmful results and analysis. This spreads the managerial blame and deals with the well documented fact (every computer science student is taught this) that over 60% of all technology projects fail and software development projects in particular fail even more frequently. The reasons for the failure of such projects include the incompetence of IT management (Toader et al., 2010). This is increasingly exemplified by the inability to communicate effectively with workers of foreign origin and incorrect evaluations of technology.

Hazardous materials can be important in everyday life when properly handled. However, when improperly handled, they can result in injury, death, and destruction as well as have lingering effects that may last for years to come. To address the risk of an uncontrolled hazardous materials release, there must be a coordinated effort to identify, locate, and quantify the hazardous materials in a particular location (Drexel University Safety & Health, 2001). Typically, industry and government agree that a hazardous materials incident is one where

Analyzed customers’ problems and provided solutions pertaining to licensing or reinstatements Conducted routine entry of data in order to create or update customer records

I tend to usually maintain a healthy stress profile due to implementing decent, effective and timely management strategies. Whatever is going on in my life, I always seek to do things immediately, or stick to a schedule where deadlines are met at least a week in advance. As a reflector, I cannot just churn a piece of work out, or say the first thing that pops into my head as the result is often poor, irrelevant or incomprehensible. Whenever I speak without thinking, I generally start stumbling over my words which makes me feel extremely embarrassed, stupid and falter more. In light of this, I need time to build up my thought-process, weigh up ideas and contemplate decisions to express myself in an articulate and coherent manner. Analysis is therefore time-consuming so it is essential I keep on top of my workload by ensuring all tasks are properly organised, prioritised and planned out.

Goals: The previous characterization of activities in the supply chain helps to understand the main goals of the organisations and, thus, their objectives during incident handling. However, in addition to their direct market goals it is also important to consider other goals such as safety, environment, reputation, or compliance. In addition, a PESTLE analysis could be helpful to identify social constraints and requirements of an organisation.

Customer relationship management systems help services representatives to improve customer services and to support clients. Service representatives use call center and help desk software to satisfy clients. Call center software transfer customer calls to agents based on the kind of service the customer need and the agents experience in the subject. When customers have any problem or are insure about a service or product, representative uses help desk software to give clients the needed data.

Risk management is the term applied to a logical and systematic method of establishing the context, identifying, analyzing, evaluating, treating, monitoring and communicating risks associated with any activity, function or process in a way that will enable organizations to minimize losses and maximize opportunities. (Lecture notes)Risk Management is also described as 'all the things you need to do to make the future sufficiently certain'. (The NZ Society for Risk Management, 2001)

The IT facilitates firm-to-customer, firm-to-firm, and customer-to-firm communications online and on mobile devices. Hence, this trend enables application developers to tailor services to fit the needs of each consumer [1].As an application developer aims to satisfy a specific need of the target consumers, the service quality and the satisfaction of the consumers increase. A service provider shall adapt its product over time by modifying and improving the service it provides, based on the consumers’ behaviour and response. A service provider must constantly analyse and derive tests for errors and generalizability while modelling the service as suggested by Figure 1 below[1].