Cellular Service Provider
By: HR Director Nick Casura
Executive Proposal Summary
I am creating this proposed plan in order to address both our positive and negative aspects to our current business model and have not attained our previous goals. As an effect, we have fallen behind in our current market and now are third out of six companies in market share. I would like to implement some new goals and strategies to address the problems that we have currently and increase the previous goals that have and have not yet been attained. The strategic plan consists of the following high-level objectives and action steps in the form of the SMART model format: (Specific, Measurable, Attainable, Realistic, and Time-Bound) in order to achieve a more positive outcome in the near future of our company: Objective #1: Reduce delivery and distribution time of products and services.
M- By using the CORE system, we can check service and delivery times and analyze areas for improvements.
A- Cut down delivery time in half, from 2 weeks to 1 week.
R- Train all the Salesforce and transport teams in using the new CORE systems.
T- The time allotted for completion of this goal is 6 months.
Objective #2: Reduce the number and frequency of customer complaints.
S- Implement a customer service training program for all employees.
M- Record and analyze phone calls for call quality on a random basis.
A- Teach sales and customer service staff to overcome objections.
R- By meeting the needs of the customer with positivity we will boost customer confidence.
T- Improvement should be seen within 2 months.
Objective #3: Improve the response time of customer inquiries.
S- Implement an automated system to cut down on call transfers and given appropriate help to the customer’s needs.
M- Start a phone queue system to check wait times for customers.
A- Each and every customer should be in contact with a live person in less than 2 minutes.
R- Doing surveys and email contact with customers for feedback to ensure quality of service.
T- Improvement should be seen within 2-4 weeks.
Vision Statement The strategic plan for aims to further the following organizational vision: Our vision is to be the best company in the world in the eyes of our customers, shareholders, communities, and people. We expect and demand the best we have to offer and aspire to become the company most admired for its people, partnership, and performance.
INTEGRITY: By dealing honestly with our clients, staff, vendors and community.
RESPONSIBILITY: By considering the environment in which we do business, community views and the common good.
PROFITABILITY: By being aware that an appropriate level of profit is necessary to maintain our business and allow our values to continue to be observed.
Values statement: In conducting our business, we will realize our vision by performing our affairs so that our actions provide confirmation of the high value we place on both our past goals and present goals.
Mission Statement The mission is to be able to be flexible and allow the organizations to respond rapidly to both market and customer needs.
Business and Team Summary The primary business of consists of the following: The company is striving to continue to expand its products and services in new industries and international markets. There are numerous, yet untapped opportunities, which will propel the company into the next phase of development.
CEO: Mark Martin
CFO: Derek Jeter
CIO: Michael Jordan
VP Operations: Paul Goldschmidt
VP Sales: Mark Trumbo
IT Director: Shane Doan
HR Director: Nick Casura
Analysis of Strengths, Weaknesses, Opportunities, and Threats (SWOT Analysis) Analysis of Industry and Competitors The current state of cellular service provider industry is as follows: There are numerous companies out there with big names and have services and prices that are similar to ours. We are currently 3rd in our