You have been working in the department for ten years with excellent performance evaluations. There
are 10 other members of your department, and they come from diverse backgrounds. You were promoted
from within, and have many friends in the department. Some of them do not do their jobs properly, or
well. Overall the department is a mess, with a large number of problems unhappy customers, poorly-
performing staff, bad attitudes, etc. The previous supervisor was disrespectful to women and minorities,
which caused some distrust toward management. He was also incompetent and generally disliked.
Employees were generally happy about his firing, but a few remain his strong supporters and feel he was
dismissed unfairly. There are some hard feelings.
The department s current average customer service rating has dropped to a new low of 3.2 out of 5 stars.
Your goal is to increase that average to 4.5 out of 5 stars within one year. The company lost 20 long-
standing customers in the past year. Your goal is to win back 10 of them.
You are starting from scratch. Nothing you will need is in place to assist you in your efforts, apart from the
100% support of your boss and top management. You have full approval and authority to do what is
necessary to accomplish your objectives.
Conduct research, gather data, and integrate your findings in a short paper that demonstrates your ability
to build a customer-centric department.
1. Introduction: Identify and briefly describe the organization and the problems it faces.
a. Discuss the challenges you will face as a new supervisor.
b. How do you expect being promoted from within to affect how you are treated by staff?
c. Will prior relationships complicate or assist your efforts to improve the department?
How will you deal with those who refuse to follow your lead?
d. Which supervisory skills do you already have, and which will you need to develop
e. Who will judge your performance, and by what criteria?
Rebuilding the department:
a. Discuss what it means to be customer centric and what you will need to do to instill a
service culture and philosophy in the department.
b. Identify key elements that need to be established and discuss how you will establish
c. Ask yourself why customers are unhappy and what you will do to change that.
d. How will you reach out to customers who defected and win them back?
a. Explain why communicating with people inside and outside the company will be crucial.
b. Discuss how you will reach people most effectively.
c. What guidelines will you follow?
d. What methods will be best for reaching customers? What methods will be best for
reaching employees and communicating with your boss and other higher-ups?
5. Managing Diversity:
a. Discuss how your predecessor treated women and minorities in the department and the
ill effects that caused.
b. What will you do differently to improve relations with your workers and make maximum
use of all of your workforce?
c. How will you prove your intentions are good and earn employees trust?
d. How will you bring the department together as a unit?
6. Conclusion: Identify the steps you will take to rebuild the department in their order of
importance. Synthesize your findings into a logical conclusion that addresses how to accomplish
the goals that have been set for your department. Identify issucixes that may threaten success.
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