Harvard Business Review article

It highlights how T-Mobile dramatically improved its customer service and illustrates how those changes improved customer satisfaction employee retention and profitability. Recently we discussed Dr. W. Edward Demings “14 Points” philosophy of Total Quality Management. His work is a great resource for you as you develop your final project as well as prepare for working in business. With that in mind I would like you to begin thinking about how you can apply theory to your case studies. Additionally I would like you to work through the process of providing a written report to express the findings and recommendations you ultimately will be making. For this assignment please provide a 500-word minimum executive summary (1-2 pages single spaced) to be submitted on BB no later than March 9 @ 11:59 p.m. Any assignment submitted after the deadline will be considered late. Writing the Executive Summary Audience: For this executive summary the audience is a CEO of a firm considering a similar transformation. Framing: T-Mobile developed their new model of customer service around four questions (p. 86). (1) Are our customers happier? (2) Are they staying with us longer? (3) Are we deepening our relationship with them? (4) Are we making their service experience low-effort? I would like you to pick the one of those four questions and demonstrate how T-Mobile was able to improve on that area. Content: Write your introductory paragraph based on the question you chose. A starting sentence for example may be something like: “This executive summary provides an overview of a theoretical approach you may want to consider as you seek to enhance customer retention and help customers stay with Company X longer….” Of Demings 14 points pick two that you believe the T-Mobile case study exemplifies. Explain the two points you chose in general terms by defining them and explaining why they are relevant to quality management in customer service generally (These paragraphs should explain these ideas to someone who does not have the theoretical knowledge you possess – you are the expert here!) Use specific examples from the article to reflect how T-Mobile implemented changes consistent with the two Deming points. Be sure to cite specific actions T-Mobile took and outcomes that resulted to make the case that these are important considerations that can benefit another company. Grading Rubric A: Writing is clear has good transitions and flows from introduction through a logical conclusion. All content areas are included. Demonstrates clear understanding of Demings theory. Uses T-Mobile examples to illustrate the theory. B: Writing is clear and mostly strong transitions and flow. There may be some uncertainty but does not prevent the overall effectiveness of the writing. Demonstrates clear understanding of Demings theory. T-Mobile examples illustrate theory fairly well though there may be some weaknesses. C: Writing has general clarity though there may be some uncertainty as to meaning or phrasing. Some of the content areas are omitted. Demings theory is addressed but theory is not accurately articulated. T-Mobile examples do not fully illustrate the theory. D: Writing lacks clarity or flow. Demings theory is not addressed. Does not provide examples from T-Mobile. Requirements: 1-2 pages ‘

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