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Service System Applications

Latanya Pope

OPS/574

Claude Toland

June 17, 2023

Service System Applications

Amazon is a large international technology and e-commerce corporation that I am familiar with. The Amazon Customer Service (ACS) platform is the customer support system used by Amazon. This system is primarily in charge of responding to consumer questions, offering support, and resolving problems involving Amazon's extensive selection of goods and services. The system of Amazon Customer Service has certain noticeable advantages. As a start, it gives users with an array of methods to get help, like phone, email, live chat, and self-service alternatives. Customers can select the most practical manner for them thanks to this multi-channel strategy, which improves accessibility and reactivity.

A high volume of customer interactions may be handled effectively by the ACS platform because to its support for cutting-edge technology and automation. Frequently asked queries can be addressed with the assistance of automated programs like chatbots and virtual assistants, which cuts down on the necessity for human intervention and speeds up response times. Additionally, client satisfaction is a major focus of Amazon's customer support system. A professional support crew that has been specially educated to provide great service works hard to give consumers a seamless and personalized experience. This emphasis on the needs of the consumer has helped Amazon build a reputation for rapid and trustworthy support, which has increased customer loyalty.

The ACS platform does, however, have several shortcomings. The occasional difficulty clients have contacting a live customer service professional is a serious weakness. The high volume of client enquiries might cause lengthy wait times, which can cause frustration and unhappiness. Despite efforts to improve self-service alternatives and automate responses, delays can still occur when a human interaction is required. Furthermore, despite the extensive customer service offered by Amazon, there may be times when consumers' particular problems or concerns are not appropriately addressed, resulting in unanswered questions. Finding the best answers for every customer circumstance can occasionally be difficult due to the complexity of Amazon's broad product and service offerings (Amazon, 2023).

When it comes to industry comparisons, Amazon's customer service program is frequently used as a standard for other businesses. It sets a high bar with its dedication to innovation, wide range of support options, and focus on client pleasure. The customer support systems of some e-commerce rivals have, nevertheless, also advanced significantly. Examples of businesses with a reputation for providing great customer service include Zappos and Nordstrom, which prioritize individualized encounters and go above and beyond to satisfy their customers. In conclusion, although being powerful and complete, the Amazon Customer Service system has both virtues and limitations. Its effectiveness is enhanced by the use of several channels, cutting-edge technology, and a customer-centric perspective (ICMI, 2016).

References

Amazon. (2023). Welcome to Amazon Customer Service. Amazon.com. Spend less. Smile more.  https://www.amazon.com/gp/help/customer/display.html?nodeId=508510

ICMI. (2016, February 16). 7 companies with Crushworthy customer experience. ICMI – Call Center Training, Courses, Events, Programs, Certifications, Resources, and Consulting Solutions. https://www.icmi.com/resources/2016/7-companies-with-crushworthy-customer-experience

LDR/535 v4

Organizational Change Chart

LDR/535 v4

Page 2 of 2

Organizational Change Chart

Organizational Information

Select an organization that needed a change to its culture as you complete the organizational change information chart.

For each type of information listed in the first column, include details about the organization in the second column.

Indicate your suggested actions for improvement in the third column.

Type	Details	Suggested Actions for Improvement
Vision	Insert the organization’s vision.
Mission	Insert the organization’s mission.
Purpose	Insert the organization’s purpose.
Values	Insert a list of the organization’s values.
Diversity and Equity	Insert the types of the diversity and equity observed in the organization.
Inclusion	Insert examples of overall involvement of diverse groups inclusion in decision-making and process change.
Goal	Identify the goal set for organizational change.
Strategy	Identify the implementation strategies followed to implement the organizational change.
Communication	Identify the communication methods used to communicate organizational change and the change progress.

Organizational Perceptions

Considering the same organizational culture and change goal, rate your agreement from 1 to 5 in the second column with the statement in the first column. Use the following scale:

1. Strongly disagree

2. Somewhat disagree

3. Neither agree nor disagree

4. Somewhat agree

5. Strongly agree

Statement	Rating (1 – 5)
Employees know the organization’s vision.
Employees know the organization’s mission.
Employees know the organization’s purpose.
Employees know the organization’s values.
Overall, the organization is diverse and equitable.
Diverse groups are included in decision making and processes for change.
The change goal was successfully met.
The implementation strategies were effective.
The organization’s communication about the change was effective.

Kotter's 8-Steps to Change

Consider the goal for organizational change that you identified and the existing organizational culture.

For each of Kotter's 8-Steps to Change listed in the first column, rate whether you observed that step during the implementation process in the second column. Use the following scale to rate your observation:

1. Never observed

2. Rarely observed

3. Sometimes observed

4. Often observed

Identify actions you suggest for improvement in the third column.

Step Name	Rating (1 – 4)	Suggested Actions for Improvement
Step 1: Create Urgency.
Step 2: Form a Powerful Coalition.
Step 3: Create a Vision for Change.
Step 4: Communicate the Vision.
Step 5: Remove Obstacles.
Step 6: Create Short-Term Wins.
Step 7: Build on the Change.
Step 8: Anchor the Changes in Corporate Culture.

Copyright 2022 by University of Phoenix. All rights reserved.

Copyright 2022 by University of Phoenix. All rights reserved.