Cango

In the introduction video, Liz a elanlines the mission as be an online entertainments company that sales primary music and books with the intention of branching break through to online maneuver and e books. LIZ does a good Job by defining the mission at its most basic capture and qualification it clear. Transformational attractorship is the ability to get people to environ for to modification, Improve. And to be led. (Morehouse, 2001 r Liz uses Transformational Leadership as a great strength when pronounceing to convey her ideas of online gaming to her directing management aggroup.She was able to motivate them to commit to her vision, and encourage innovation/creative thinking through with(predicate) challenging the normal beliefs of the group. Liz weakness Is her Inability to effectively convey with the production staff members. She chose the time to tell them about an important young initiative of online gaming while walking to a meeting. This meeting should st upefy been an opportunity to introduce her impudentlyly-fashioned idea, open the stratum to her associates for their input, needs and value on this project. Instead she made them question the timeline of the project and musical note disenfranchised.Motivation designs a valuable role in any organization. It is a trait that should be Instilled In every member of congo despite their designation or responsibilities. Warren shows strength with his ability to outline the talent and possibility of harvesting room deep down his department with the new online gaming Imitative. He flavour for ship canal to increase his police squad motivation by exploitation inside talent, empowering his team to do what is better(p) for the organization while Increasing taxation and market adoptth for the organization.Warren as well does a great job with team motivation with his team by assigning roles, seeking their opinion through reporting and departing their contribution to play a role i n the finish making growth. Warren should try using Job rotation. Job rotation Is the practice as the periodic shifting of an employee room one labor movement to a nonher. (Robbins, PIG. 73) Warrens team seemed to fall into the same roles within their group. By practicing rotation, this leave seize them to do other lobs and challenge themselves with new responsibilities.I recommend Congo try to come across individuals strengths and weakness and how these strengths and weakness affect the person within a team. All while building the teams self esteem. Human Resource within the Congo organization send word incline a remarkable extend to across all other functions, If is positions itself as a leader and furnish In the business. Maria head of HER as aligned herself as a key player within the senior management team. She has done a great Job outlining the staffing needs and policy 1 OFF developing and a defined performance appraisal.She whitethorn wear isolated come off by blowing off his ideas in the group and team vignette. Maria mustiness recognize pricks radical behavior/characteristics and be skilful enough to allow him to be himself as long as he has a verifying contribution to the team. In a nonher situation she suggests him as a outlook for a promotion. At weather, the appraisal. Warren should flip had he tools to Judge, weather Nick had the skills and qualities to do his Job effectively. Instead, Nick left the meeting feeling the likes of he has done a great Job with his performance.In reality, Nick has a lot of work to do as to his contribution to Congo I recommend Congo provide a clear developing plan that clearly communicate the organizations goals and future strategies along with time for employees to learn a new position, and establish a ball performance . (Robbins, PIG. 253) Organization body structure is how Job tasks are formally divided, grouped and coordinated. (Robbins, PIG. 11) Liz uses the Initiating Structure, refers to t he extent to which a leader is likely to define and structure his or her role and those of deputiseordinates in the front for goal attainment. (Robbins, PIG. 158) Congo does a great Job outlining their department. They use differentiations by grouping people by functions performed. The strengths in departmental is having the expertise in within your department. Everyone on the team seems to have similar ideas and thoughts. Maybe, Congo can implement a team structure. This leave behind allow a delegate from all five departments to share ideas and decentralized decision aging to the level of the work team. (Robbins, PIG. 220) The current environment is a relaxed structure.Liz wants to implement a formal cultivation with the upcoming Initial Public Offering. The strength of the current culture has been great moral and enthusiasms. This has lead to growth and expansion for Congo. As Congo embark on a new formal culture. This Culture change can bring turn everyplace in leadership. I recommend Liz to take into consideration of the demographic of her team when applying culture change. Culture change is to a greater extent likely to take if the organization is both young and small. (Robbins, PIG. 239)CanGoAfter evaluating CanGo for the last 4 weeks, we feel there are some issues that stand out that should be considered before moving forward with this new on-line gaming venture. The following are what we consider the issues that CanGo needs to be aware of and recommendations to citation each. The angle that the marketing department is taking needs to be full evaluated. The type(s) of guest CanGo volition be taking on should be to the full understood. The client value department should be highly considered. The current record management governance needs to be rethought. The earpiece system that is in short in gravel needs to be updated.The proposed second ASRS system many a nonher(prenominal) not be necessary at this point. CanGos gaming customer base is the X and the Y Generation also known at the Millennial Generation. These two segments of the buying population will out hail tyke Boomers in 2010 ( (Henderson, 2006). They are also referred to at the NextGen, GenY and Echo Boomers. The generation natural 1961 to 1981 (several(prenominal) different opinions on the actual date range) is knelled Generation X (Gen X) and is considered the X Generation are the most oer indulged generation so far. They were doted on by their parents due to having extra money in the late 80s and early 90s.Along with the divorced parents that double incomes, remarried and sub placing the divorce guilt. Generation Y (Gen Y) dates from 1982 to 2003, again no definitive dates have been set, but widely believed. They are the premier generation to fully grow up with all cell bring forwards and computers in use over kingdom lines and no home computers. They are experiential and exploratory learners(and) strongly select learning by doing (Sweeney, 2006). A ccording to Sweeney, they closely never read the directions kip down to learnmultiplayer gaming, computer simulations, and social networks (that) provide little penalty for tryout and error learning.As little as four old age ago, this generation was being noted for its extensive use of gaming and how it has had a very significant impact upon their expectations for learning(because it) offers thrills, competition, engagement and a cryptic array of emotional stimuli that also enhance learning, by having already spent thousands of hours playing electronic, computer and video games. (Sweeney, 2006). CanGos marketing team will need to educate the executive team all the way through management and each mployee, so they will better understand their customer base and how important it is to have the proper procedures in place to accommodate their needs.This generation will tell you if you are getting it legal injury and they will take their business somewhere else. One of the go around ways for any company to achieve success is through considering their customers needs and making improvements on service quality. There are several ways that this can be accomplished. A company can best serve its customers by understanding the type of issues the customers have before they have them.By obtaining some baseline data and implementing changes with that information, they will decrease the number of calls and exceeds. When they are provided with a complaint from a customer, they should retain that information so that they can decrease the number of issues even further. They should also look at ways to bridge the gap between happy, loyal customers and angry, transient customers such(prenominal) as with cogitations. The offset printing is through customer satisf implement surveys which helps get to the warmth of critical relationships in ways that help companies move their business forward.The satisfaction, loyalty, and reference-ability of their customers flat affect gro wth and profitability. The next is a customer service survey which can provide management with valuable input on both short-term and long-term decision-making, offering critical operational and strategic advantages over the competition. These are flexible enough that they can be conducted online, by address, or through regular mail. The last is a customer loss brushup survey that would help to identify the root causes of defections so that direct action can be taken to minimize the loss of customers in the future.safekeeping new customers will be a top priority for CanGo. This will require that the current staff be retrained and any employee that will not comply with the new process will be replaced. Their skills on the phone will leave a lasting impression on the customer as to how responsive CanGo is to their perceived issues. In fix up for the CanGo to get their products to the remediate place on time, with the recompense quantity and highest quality, it is imperative that w e choose the best possible way to approach inventory management.Since CanGo does have several centers to work out of, it is essential to identify where the supply or products are to be physically located. It should be determined which has the most benefit storing inventory bordering to the supplier, the customer, or in house. This could mean that the inventory will be unfold out at various CanGo distribution centers and vendor sites. In order to run this inventory we recommend incorporating a PAR method for liberal and quick tracking on all supply transactions at POS (Point of Sale) and POU (Point of Use) locations.This will allow us to keep track of all of the products on a more than realistic time basis, thus insuring we have the right product ready to order from a third party vendor or available in stock at one of CanGos distribution centers to fulfill the customer order. Another aspect is insuring inventory unity through the use Data Collection technology. To support the proposed shop floor inventory control system or ASRS (Automatic Storage and Retrieval) solution, we need to be able to integrate how the technicians, customer service representatives, and internal and external b itinerarysheet managers do business.This means that the inventory management solution must consist and interface with a materials management system, a billing system, an ADT (Admission, Discharge, & Transfer) system, as sound as a apostrophize accounting system. get the product to customers when and where they want it is critical to marketing success. This is why we need to include in our cost effective solution a way to monitor and keep track of all supply transactions. To do this we will maintain a library of transaction records that will give us the ability to better predict our customers buying behaviors.If we can do this, we can insure the most craved products are available and ready to ship in a more expeditious manner. Customer Service issues at CanGo Our Team feels that one of the study areas to consider in this expansion to on line gaming is expanding and update customer service systems, processes, and service personnel. We feel that CanGo can not look out over putting in to motion action plans early to handle the anticipate 400% increase in business they are forecasting. The entire phone system needs to be updated to add more trunks and retch over lines to be able to handle the increase in call volume.It is important that when a customer does take the time to call in with an issue, that they do not get a busy signal or be placed on hold too long. This will notwithstanding cause them to become more irritated. A new Voice over Internet Protocol (VoIP) system should be purchased and installed at least sextet months before the expected call volume increase. A VoIP system is secure, takes almost no space since it is stored in a current sever rack, and will only require one or two employees to maintain and update it. Another advantage is that this type of system allows for unlimited users, mailboxes, voicemail, and auto-attendant.There will be extra room for expansion since the current large phone cabinets will be removed and sold which could help fund the new VoIP purchase. The entire phone tree/auto-attendant needs to be reprogrammed with updated company and customer service level pickings along with a choice in voice communication option. The first choice in product help should be updated to online gaming. This is the new product of the company and will be free advertising. The new call volume will be linked to the online gaming and those customers need to have that as a first choice.The gaming demographic, Gen Y, is known to be raring(p) and having their choice second could be perceived as not demo respect for their business. Also, listing it first is free advertising to customers that do not know that CanGo has started an online gaming (gaming) division. While most book readers are not the gaming target market, they will most likely know psyche that is and word of mouth is the best advertising. All subsequent levels would be updated to match the switch between gaming and books on the call tree.The choices for each would be similar 1. New Account 2. New Games/Books available 3. Returns/Issues 4. Technical suspensor a. Gaming b. Online Return Material Authorization (RMA)/Returns page The last choice on the tree would be for vendors and courier assistance. The current RMA system is not working. The customer needs to be able to request RMA number and materials on the website. Currently, the website does not allow this action, nor does it list the current process which is to call the service center to obtain the number materials. This must be automated and the return labels will need to be printable by the customer. The current process of sending shipping labels via the courier is time consuming, not efficient, and is not environmentally friendly.This will allow for less paper and tru cks out on the road to deliver the labels (maybe two attempts) and a third to pick up the package. The fountain aspect would also be pointed out on the website to explain to those that may want labels shipped to them. This is also a good promotion point for the company. With the new ASRS system that has been proposed, a second ASRS will be added in the plan. Getting some more information on the necessity of this second system is crucial to making a proper decision about its importance. If the first was implemented and the second held till the volume increased, the chance of failure would decrease.It would also allow time to work out bugs with the setup, making it easier for subsequent systems to be implemented. Integration of software would be easier since only one system would be worked on at a time. Furthermore, this would allow time for everyone to have a better understanding of how to use the system and what information to look for. With these recommendations, we feel that CanG o has a very good chance of not only making a smooth transition to the gaming world, but also become a better, more responsive company overall.