In this case study we will discuss about leadership and management and below are the summaries point:-
IIBIT's organizational chart shows that project support, project developer, IT analyst, and SEO team directly provide quality care services to customers.
Internal customers are human resource management, administrative department, and public relation coordinator, while external customers include non-IT departments, raw materials suppliers, and advisory IT department.
Products and services offered by IIBIT include audio and visual services, user support, campus printing, helpdesk tracking system, print billing system, instructional design, and ResCom support system.
The customer service plan can be improved through training, mentoring, coaching, performance management, and leadership and supervision.
The SEO team members contribute to website development to increase consumer interaction with the organization.
The customer complaint policy is useful for the organization to keep track of complaints and take necessary actions to dissolve them.
Customers can make complaints through the official website, social networking sites, email, or telephone.
The organization aims to resolve complaints within 24 hours after raising them and uses a process of complaint escalation for resolution.