Applied Innovation for Courier Post: Retaining Employees and Improving Customer Satisfaction

This study proposes innovative solutions for Courier Post to retain employees and improve customer satisfaction. The study includes methodologies employed, problem diagnosis, scope statement, target definition, and a strategic plan for introducing innovation to the company. The proposed solutions include salary increments, training programs, and paid sick leaves. The study also includes a SWOT analysis and risk mitigation strategies.

Running head: APPLIED INNOVATION
APPLIED INNOVATION
Name of the Student
Name of the University
Author note

1APPLIED INNOVATION
Introduction
The Company background and Problems determined in the company
Courier post is considered as the most efficient extensive delivery network in New
Zealand. It is comprised of 7 to 8 delivery van for delivering parcels in various areas of New
Zealand. The company is consist of 8 to 10 employees for the delivery of the courier and the
total work force of the company is comprised of 50 employees (www.courierpost.co.nz/).
The major problems identified in the company is that the employers find their job quiet
stressful due to the heavy work pressure in the company. This study finds out that the company
are unable to provide enough compensations as per the services provided by the employees
towards the company. The employees are also uncomfortable in case of the expensive products
and the services. The employee of the company faces rude behaviours of the customers. The
employees finds their job hectic as they have to understand the courier and the parcel knowledge
at depth. This ended up in leading to high chances of mistakes due to stress and the higher
damages charges more. The company also faces issues in dealing with the customer complaints
related to the late deliveries or the wrong address deliveries (www.courierpost.co.nz/).
Methodologies employed
The primary research methodologies will be used for determining the possible reasons of
the manager’s problems and issues. These research methods will include the survey process
involving the employees of the company (Levitt et al., 2018). The survey process involves
questions like why the staffs are leaving their jobs and what are the type of customer’s complains
they required to face. These methods are comprised of the new informations which has not been
collected ever before. The employees those participates in the survey process, their details will

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not be disclosed and this helps to gather the most authentic informations (Walliman, 2017). The
survey process will involve questions that will help the research process to identify the core
problems of the manager concerns.
Diagnose of the problem
The findings of the research methods is that the company was unable to enhance
satisfaction among the employees as most of the employees are not interested in their work. In
the survey process most of the employees have complained about the hectic pressure of their
work. They are not getting the enough amount of compensations for the extra work and the study
also finds that the customer’s complaint regarding the deliveries are making the employees more
panicked towards their work. As commented by Walliman (2017), in most of the cases the
customer complaints about the product delivery that is they are not satisfied with the services of
the delivery staffs, the wrong delivery and the delivery is not on the provided time. The
employees also left the job due to some specific reasons that is the courier man was hit and the
company charges fine and the damage cost from the courier man and they are mostly not in such
conditions of paying the charges as that was not affordable for them. This persuades the
employees to leave their job, thus the company are required to enhance the core factors for
retaining the employees.
Scope Statement
The organization are unable to retain their employees and the employees working in the
organization are not at all dedicated towards the work rather they are more dissatisfied towards
their work. The organizations was also not able to satisfy their customers as the customer
complaints make the job more hectic for the employees. This study recommends these courier

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company to implement the innovative ideas of bringing the salary increment and the payments
for the employees. The organization are required to take the innovative steps that is the trainings
should be provided before assigning any job. The courier post can bring the innovative solutions
for the employees that is by providing leave with pay facilities like the sick leaves.
The organizations are required to determine the problems of employee turnovers, to
demonstrate the strategic steps for the implementation of the innovative ideas and to identify the
issues of the organization by determining the risk mitigation strategies from the organization.
Target definition and type of innovation
Every business proposes any innovative ideas and implements it to achieve their specific
targets. The target of the innovative proposal is to retain more employees by increasing their
salaries and the innovative idea of training the employees before assigning the job is mainly for
imposing the employers to provide the effective performance that will improve their customer
services.
There are mostly three types of innovations that the business mostly implements that are
the product innovations that the business brings new products with innovative features, the
process innovations that is the business is going to bring the innovative types of innovations and
the business model innovations through which the business are about to bring the changes in the
business process (Vom Brocke & Mendling, 2018). According to Pilav-Velić & Marjanovic
(2016), the courier organizations are required to bring the innovations in the business process
and the business schemes that is by compensating the employees like the market value. This will
make the employees more dedicated towards the work and the organization are expected to bring
the business model innovations for retaining more employees (Pilav-Velić & Marjanovic, 2016).

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Describe in detail the innovative solution to the problem addressed
The problems identified in the organization is that the organization are facing major
issues regarding the employee’s dissatisfaction towards their work. The organizations are not
able to bring any increment in the salaries of the employees and this makes them more satisfied
towards their job. Thus it is found out that the employees are lacking in their performances. The
company is also not able to satisfy their customers thus the employees get more panicked by
dealing with the customer complaints. For mitigating such problems the organization are
required to find the innovative solutions, the proposed innovation solutions for mitigating
problems is that the organization will be developing the training sessions for the employees
before assigning the task for them. As mentioned by Vom Brocke & Mendling (2018), the
organizations should follow the innovative ideas of introducing increment in salary of the
employees. The innovative solutions also involves the paid sick leaves for the employees. These
innovative solution will help the employees to retain more employees in the organization.
A Strategic plan to introduce innovation to the company
Increasing the salary increment: Suppose the employee’s salary is $30,000 to $35,000
Introducing training program after 1year 6months: $1500
Compensating employees: Paid sick leaves
Recruiting new employees: Recruitment Program will cost $2500
Advertising innovative ideas: $1500
SWOT analysis of the proposed innovation
Strength

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The strengths of the proposed innovations is that the increase in the salary is that the
organizations will enhance the interest of the employees towards their work. The trainings will
improve the working performances of the employees which will increase the organization’s
productivity (Luo, 2018).
Weakness
The organization may find lacking in the financial resources for the salary increments of
the employees might create financial pressure on the organizations. The training session will also
create financial pressure and changes in the management process.
Opportunity
The organization will be able to increase the employee’s interest for the organizations
that will lead to increase in productivity. As mentioned by Luo (2018), the efficient performance
of the employees will reduce the customer complaints and the introduction of more paid sick
leaves will retain more employees.
Threat
According to Luo (2018), the threats will be faced by the organization is that the cut-
throat rivalry for influencing the best candidates in the market. The recruitment of the wrong
applications will hamper the business process. The business are required to increase the packages
based on compensation as it is becoming hard for the company to retain more employees.
Identify the risks and the pathways for mitigation
The organization faces major risks regarding the cut-throat rivalry for influencing the best
candidates in the business market. As mentioned by Sadgrove (2016), the organization also faces

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great challenges by hiring the wrong applicants and the organization also faces issues in
employee recognition. The organizations faces challenges in increasing the compensation
packages (Hazen et al., 2018).
The organizations will be able to mitigate the problems faced by making the work
environment more healthy and comfortable for the employees. As mentioned by Handa & Garg
(2018), the organization need to appreciate the employees for the great work performance as
every work forces should be recognized for their effective performances. The organization are
required to treat the employees in the equal manner. According to Faertes (2015), the
organizations are required to develop the proper defined career path for the employees in the
effective manner. The organizations are required to find out the effective career growth for the
employees for retaining more employees. The implementation of the risk mitigation plans will
improve the conditions of the organization by making the employees more dedicated towards the
work and this will led to improvements in the working conditions by lowering the customer
complaints (Mitra et al., 2015).
Conclusion
Therefore from the above discussion it can be concluded that the organization plays the
significant role by becoming the delivery networks for New Zealand. This study finds out that
the organization are unable to retain employees. The employees of that organization are required
to remain dedicated towards their work. The organizations will be able to retain more employees
by implementing the innovation plans like the increment in salary and the trainings improves the
employee’s performances that will reduce the customer’s complaints for the organization. The
organization are required to make the working environment healthy and comfortable for the
employees.

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