Develop and implement an innovative plan to modernise the customer service department with the view to support Luca with his plan.

You have been appointed Customer Service Manager in a food manufacturing company (ITA Sweet Pty Ltd).

The company produces traditional Italian sweets and it has been owned by the same family for 40 years.

ITA sweets sells to retailers all around Australia and to the public from their plant in Templestowe, Victoria.

The customer service office is in a small office with old computers and few phones. Majority of the work is paper based, including database and order taking, processing and filing.

The staff has been with the company for many years and they have always followed the same undocumented procedures. They are familiar with all their clients and they know them by name.

The account department is next door and invoices are delivered by hand to the two accountants working at the plant.
The staff comprises:

Customer Service Manager You
Customer Service Leader Marco, he is now 60 and he has been with the company from day one. He has no intention to retire.
Customer Service Officer Lisa, Marta and Giacomo who have been with the company for many years.

The organizational chart is shown below:

The new Managing Director, Luca, is the youngest son of the founder of the company. He has big plans to expand the plant, expand the market in the Pacific region and modernise all departments.

Luca’s plan conflicts with his father’s old vision for the company and his long-term employees.

You are required to develop and implement an innovative plan to modernise the customer service department with the view to support Luca with his plan.

You cannot make anyone redundant but you can employ 2 more staff.
You will be working along-side the newly appointed Marketing Manager, Lara, who has been engaged to rebrand and refresh the image of the company.

PROJECT 4

Select an organisation that you are familiar with.
You could choose an organisation that:
Has lost competitiveness and needs to innovate to regain a strategic position in the marketplace;
Is looking at implementing new innovative processes and/or systems; or
Is working on implementing an innovative organisational culture.
Identify the area/s in need of innovation and develop an innovative plan to advance company’s growth through your intervention.

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