Entrepreneurial Action: Creating Customer Satisfaction Department for Oracle

This report focuses on the entrepreneurial action of creating a customer satisfaction department for Oracle, a technology vendor. It analyzes the methods, importance, functions, and need of such a department in the growth of the company. The report also highlights the benefits of this action, including enhanced job and consumer satisfaction, increased productivity, and competitive advantage.

Entrepreneurial
Action

Contents
INTRODUCTION...........................................................................................................................3
RESEARCH METHODOLOGY....................................................................................................7
COMMUNITY OF PRACTICE......................................................................................................9
USE OF LITERATURE/SOURCES...............................................................................................9
REFERENCES..............................................................................................................................14

INTRODUCTION
Entrepreneurial action can be defined as that behaviour or strategies which is been adopted
by entrepreneurs during the time of whether an uncertain situation or opportunity for profit
making. The entrepreneurs are being engaged in taking actions that can help them in growth of
firm. It will also assist them in achieving objectives. An action is being taken by the entrepreneur
so that they can change certain things. They know the importance of managing change in firm.
Entrepreneur can be engaged in taking actions if they seek any opportunity so that they can be
able to sell their products and services above cost. It will help an individual in setting up their
organization and also they will be able to reach out set target. Entrepreneurs can also be engaged
in taking actions so that they can solve certain problems that has been faced by firm. They have
been involved in taking decisions which are beneficial for firm. Actions will help an
entrepreneur to grow their firm and also appropriate actions will assist them in gaining
competitive advantage (Smith and et.al., 2019). It has also been analysed that in order to take
better action, it is really necessary that entrepreneur possess better leadership and managerial
skills which can assist them in achieving goals and objectives. It has been analysed that action of
entrepreneur must produce positive result so that company can grow. The actions which has been
taken by the entrepreneurs consists of the risk that needs to be further analyse by the individual.
Entrepreneurial action can also create value for the organization. They can bring up new idea for
the growth of firm. Report will lay emphasis on the entrepreneur’s new action is creating
satisfaction department for the technology vendor such as Oracle.
This department will be responsible for satisfaction of customers and employees. They will
be engaged in keeping a check upon the feedback provided by the consumers related to the
products and services. This department will also be engaged in checking upon the queries that
has been faced by employees. It will assist them in enhancing the job satisfaction and motivation
level of workers. It will assist the entrepreneur in retaining workers and also they will be able to
attract large number of consumers. It is really necessary for the growth of firm to create
satisfaction department. It has been analysed that this department will help the firm in enhancing
the morale of employees. It can be responsible for the growth of organization. Present report will
lay emphasis on Oracle. Oracle Corporation is an American multinational computer technology
corporation headquartered in Redwood Shores, California. The company owns a brand related to
database management system. Present report will lay focus on methods which has been used to
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collect the information based on report. It will also provide details related to review of literature
based on objectives. It will also analyse the entrepreneurial action and opportunity.
Aim
“To create customer satisfaction department for technology vendor like Oracle: A case study of
Oracle”
Objective
 To analyze the methods of customer satisfaction department in Oracle
 To evaluate the importance of customer satisfaction department in company
 To assess the functions of customer satisfaction department in Oracle
 To analyze the need of customer satisfaction department in growth of technology vendor
Justification
The topic selected for the present report is of utmost significance as satisfaction
department is really necessary in technological vendor firm like Oracle. This organization needs
this department so that they can solve out the problem which has been faced by the employees as
well as consumers (Chen and et.al., 2018). It will help firm in enhancing the satisfaction level of
consumers and workers. This department will be able to solve the problems which is being faced
by the employees while making use of various new and technological software. It will also be
responsible for keeping the employees of company safe and satisfied. It has also been analyzed
will help them in creating better relationship with employees as they will feel like company has
best interest in workers. This will assist them in increasing worker’s engagement.
It will help firm in growing and also their productivity will be increased. Oracle will be
able to grow because of this new entrepreneurial action which is creating satisfaction department
in firm. This department will also be engaged in analyzing the needs and demands of consumers
so that their satisfaction increases. It will also help Oracle in gaining competitive advantage. It
has been analyzed that satisfaction department of technology vendor will also be involved in
motivating the employees by increasing their satisfaction level with the help of rewards and
incentives (Wiklund, Yu and Patzelt, 2018). It has also been analyzed that this entrepreneurial
action will be involved in creating company’s brand reputation and also it will help Oracle in
increasing their productivity. It will also achieve in enhancing the business performance and they
will be able to achieve their set target goals and objectives. The satisfaction department will also
support the firm in creating brand ambassador. This department will also be engaged in reducing
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down the absenteeism. Employees will be more willing to give extra efforts if they are being
satisfied. This will assist the firm in growing and also this will help in achieving the goals and
objectives. Job and consumer satisfaction is of much importance as this will support Oracle in
enhancing their profitability as well as revenue. The satisfaction department will also be engaged
in analyzing the needs and demands of the customers as well as employees, this will help the
technological vendor in creating brand equity as well as reputation. This entrepreneurial action
will help the company in working on the gaps that are been find in their services. It will assist
them in enhancing the quality of services. It will help firm in growing and achieving goals and
objectives.
Statement of intent
The purpose of this project is to implement satisfaction department in technological
vendor like Oracle. It has been analyzed that this department needs to be established in firm. It
has equal importance and also provide various benefits. This entrepreneurial action will have
positive impact on the growth of firm. It will help the company like Oracle in achieving their
mission as well as vision. It will also assist them in growing and achieving goals and objectives.
It will also help firm in growing and achieving their set target and objectives. It has also been
analyzed that satisfaction department will help company in reducing the errors at work place as it
will reduce absents as employees will be satisfied and also it will help company in enhancing the
productivity. It will also help Oracle in gaining competitive advantage. The consumer’s loyalty
will also be created if the quality of services which has been provided by Oracle has created
value and satisfaction for them. It will assist them in growing and will also help them in
achieving the mission and vision set up by the firm.
Background
Entrepreneur must be engaged in taking that action which is beneficial for the firm. It has
been analyzed that Oracle is being involved in starting a satisfaction department. This
department is of utmost importance so that the consumers and employees can be satisfied. They
will be engaged in keeping a check upon the workers and customer satisfaction with the help of
this department. It will also be responsible for enhancing quality of services that are been
provided by technological vendor like Oracle. This department will also be engaged in analyzing
the problems that has bene faced by employees in firm. It will help them in solving out those
problems and also the company environment will be better because of this entrepreneurial action.
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It will help the oracle in creating value for both consumers and employees. It will also help firm
in growing and achieving their set target and objectives (Smith and Gregorio, 2017). It has also
been analyzed that satisfaction department will also take feedback from employees as well as
consumers (Vahidnia and et.al., 2017). This will help them in finding out the gaps in services and
will also help Oracle in growing. They will be able to expand their business in new market with
the help of this entrepreneurial action. It has also been analyzed that this department will lay
positive impact on the growth of firm. It will help them in achieving of goals and objectives and
also profitability will be increased. Satisfaction department will also support technological
vendor like Oracle in gaining competitive advantage.
Project timeline
Project task Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7
Planning
related to
project
Recruitment of
team
Review of
Literature
Session of
training
Implementation
Evaluation of
performance
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RESEARCH METHODOLOGY
Methodology is based on the philosophical framework within which research has been
conducted. It is mainly defined the activity which involves finding the solution in systematic
manner. Another way, it also describing the various methods, approaches and design in detailed
manner (Fletcher, 2017). In order to justify the choice in which understanding advantage as well
as disadvantage of each approach.
On the other hand, research methodology consider the framework which become
associated with the set of assumption, belief and thoughts (Fletcher, 2017). Initially, it is
appropriate to achieve the specific objective of research. It should be made possible way to
replicate the methodology used in the researches.
Research method
It is based on the sequential process of technique which always supports for collecting the
information related entrepreneurial action project. Through research method, it has been
developed the better satisfaction department in term of technology (Kumar, 2019). Research
method should be categorized into different groups: Qualitative and Quantitative research
method.
The investigator has focused the qualitative method and also adapting the action project
for identifying suitable data. In order to define the accurate result or outcome. The qualitative
method is based on the pre-existing theories that already applicable in previous case study
(Zangirolami-Raimundo, Echeimberg and Leone, 2018). It help for gathering or collecting the
related information from authenticate sources. Entrepreneurial action project has performed the
different activities which always supports for satisfying the technology vendor but needs to
acquire data for purpose of analysis. It help for reaching the conclusion.
Research approach
In the entrepreneurial action project, it should be considered the most suitable research
approach. It help for involving with the information and proceeds to perform multiple task.
Research approach is based on the process to make an effective plan and identifying the
assumption (Mohajan, 2018 ). In order to make an effective decision in the case study. Research
approach can be categorized into different types: Deductive, Inductive and Abductive research
approach.
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The investigator has considered the inductive approach, it is based on the theoretical
observation for collecting large amount relevant information of topic. Furthermore, it also
examined that how it can support for explaining the research processes. It has been justified the
use of inductive research approach because it provide the better way to identifying assumption
and also taking the decision during research process.
Research design
It refer to the technique which always supports for analyzing the information related the
project. The research design is consider as important aspect within research to develop
understanding towards idea, belief, thoughts (Fletcher, 2017). It may be considered two type of
research design such as conclusive as well as exploratory.
The scholar has focused on the exploratory design which exploring the specific aspects of
research study. it does not provide the accurate solution that’s why consider specific aim and
objective (Ørngreen and Levinsen, 2017). In this way, it provide the right direction to certain
level. in order to gain the more knowledge during research processes. The entrepreneurial action
project has been conducted to determine the specific nature of problem and also understanding
the current issue. The researcher ought to be willing to change the direction on the basis of
revelation of new data or insight. The exploratory research design can easily tackle the new
problem on the basis of previous studies.
Data collection methods
Data collection is based on the process or method that use for collecting, gathering the
information related the project through accurate sources (Zangirolami-Raimundo, Echeimberg
and Leone, 2018). In order to find out the answer of specific problem in research study. The data
collection can be categorized into primary and secondary.
The Researcher can be used the “secondary collection method” which help for gathering
large amount of data related the entrepreneurial action project. Secondary collection technique
can be done by Journals, articles and newspaper. Secondary data has already published in the
journals, online portals (Zangirolami-Raimundo, Echeimberg and Leone, 2018). There will be
abundance of available in the different sources about the entire research areas. In another way, it
plays important role for increasing the level of reliability as well as validity.
Literature search strategy
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it is mainly defining the literature review chapter even it also consists of conceptual
information or data. LR is going to boost the marks considerably. It should be considered the
different search strategy in the secondary analysis (Zangirolami-Raimundo, Echeimberg and
Leone, 2018).
 Search term need to be determined in which following the key words.
 Online as well as offline literature need to identify on the basis of specific search term. It
may generate to explore online library, Google scholar.
 Collecting the requirement of literature and filtered on the basis of credential authors.
Sometimes, it is not possible to describe the existence of sources. Researcher has only
focused on the included the Literature review.
Research and Professional ethics
In this research project, it is important for considering the ethical norms during analysis.
Although researcher may acquire their sense of wrong as well as right assumption related to the
study. It should consider the moral, value that occurs throughout the beliefs, thoughts from
different stages of research project (Zangirolami-Raimundo, Echeimberg and Leone, 2018).
During research process, it has more chances to loss the relevant data or information about topic
or subject So as require to secure and protect the authenticate data in proper manner.
On the other hand, it has conducted the online training which providing the ethical, moral
value for other participant’s. Ethical concepts have supported to gain more knowledge at the time
of research analysis (Zangirolami-Raimundo, Echeimberg and Leone, 2018). Before processing
the project, it should be required to take approval from institution. In order to follow all policies
and procedures in ethical manner. in this way, it can easily be achieving the suitable goal and
objective. It has also been analyzed that researchers needs to be engaged in making sure that
participants are not been added without their consent. They also need to ensure that the cultural
belief of them is not been hurt and also there arises no problem.
COMMUNITY OF PRACTICE
It can be identified that in order to implement satisfaction department there is need to engage
with key stakeholders of Oracle Saudi. This is because it will enable researcher to find ideas and
opportunities of that particular project. In addition, stakeholders will provide data about how
well ideas of stakeholders are and to what extent it is valuable. In every research there is
engagement of stakeholders which play vital role in it. this is because they provide relevant data
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and info. Also, it becomes easy to gather evidence of it that how well idea is initiated in oracle.
Similarly, in this study stakeholder engaged are management of oracle. From that the issue and
problems within organisation can be identified. By communicating with them reason behind
issue, root cause of it, practices taken in that can be analysed. This will give insight on what can
be done to solve issue. Besides, another stakeholder is employees who are working in oracle.
thus, by taking their feedback it shows how their satisfaction is measured, what are things which
needs to be done. Furthermore, they are involved to make changes in department and finding out
what can be included in it. thus study can be conducted and it allows in gathering relevant data.
Apart from it, stakeholder is other companies who have already implemented this department
and what outcomes are attained by them. besides, what procedure or process is followed by them
and what decision were taken. this provide an understanding of how the idea was implemented
and issue was solved. this will allow in taking their suggestions and analysing value of it on basis
of evidence. the trends can be evaluated and on basis of that research can be conducted. it will
help in gathering data and info in effective way. This will help them in retaining consumers and
also it will help the firm in growing and enhancing their profitability. This will assist in
achieving objectives and also it will help in enhancing the productivity
There require several resources to set up a satisfaction department in oracle. With help of
resources a proper plan can be measured which will enable in conducting research in effective
way. Furthermore, if resources are not sufficient then it becomes difficult to do study. In
addition, there is need to allocate relevant resources in all tasks so that data is gathered. Also,
there require support as well of many other people and organisation. It will help in taking
effective decision. here, support of research expert can be taken. From that there will be a
direction which can be followed. this will allow in setting a plan that how research is done.
Through that, there will be proper gathering of data. It allows in providing way of from which
sources data needs to be gathered, what type of data is suitable, etc. Along with it, another
support that can be taken is management of oracle to define and gather data of satisfaction of
staff in it. they will guide in doing of study and supporting in many other things. the management
will also help in taking decisions and in implementing of idea. by that issues which can occur in
setting up of unit and accordingly measures are taken. the stakeholder of oracle can support as
well. they will provide data on how research is done. hence, it becomes easy to initiate research
and proceed in systematic way. the practices which are already followed in company can be
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identified with support of management. so, in this way data is collected and evaluated. this will
make a simple way of doing research. thus, report can be prepared with proper facts and figures.
Therefore, the idea can be executed in oracle in successful way.
Moreover, there are some resources as well which is required in it. In this capital is
required to conduct research. With funds it will help in buying of useful resources. furthermore,
HR is required to carry out research and doing other tasks. they will gather data, analyse them
and ensure that satisfaction department is completed. However, HR is required to communicate
with stakeholders of Oracle. Additionally, software and system is required to store and collect
data. the data and info needs to be properly stored and gathered. Thus, computer system and
server are resources required in it. Besides that, in order to analyse data software is required. it
will be useful to interpret data and obtain relevant outcomes. so, it will be easy to find out
whether that department is useful to oracle or not. alongside, outcomes will be effectively
obtained which will reflect on implementing of idea. Thus, these all resources are needed to
undertake research. this will enable in implementing of idea successfully.
USE OF LITERATURE/SOURCES
In this section review will be done of the theoretical framework and idea which has been
selected for the study. It has also been analyzed that depending on the situation the literature
review can also evaluate the sources and can tell the researcher about whether the sources are
relevant or not.
Theme 1: To analyze the benefit of satisfaction department in Oracle
In the view point of Mansoori, (2017) there are various benefits which are been linked to the
new entrepreneurial idea. Oracle is being engaged in implementing satisfaction department so
that they can enhance the consumer. This department has the responsibility to solve the problems
faced by employees and also to solve the queries which are been faced by the consumers. It has
the advantage that the department will enhance the productivity of firm as employees will be
more satisfied. It will also support Oracle in achieving their goals and objectives which is really
necessary for their growth. It has also been analyzed that this entrepreneurial action will be
involved in creating company’s brand reputation and also it will help Oracle in increasing their
productivity. The satisfaction department in organization will also help them in reducing the
stress level of employees. This has the advantage as it will increase the employee engagement in
the organization. There will be less absenteeism and turnover which will be quiet beneficial for
9

the growth of firm. It has also been said and researched that satisfaction department in Oracle has
a deep relationship between performance of employees when there queries and problems are
being solved. This will also assist in creating consumer satisfaction as the department will be
engaged in solving out the queries of consumers. There are also other benefits such as the
research has said that employee turnover has been reduced because of the satisfaction
department.
This will also assist Oracle in growing and their managerial efficiency will also be
increased. It has also been analyzed that satisfaction department will help Oracle in reducing
down the level of unionization. The unions are being formed in the firm when the workers feel
like they have been ignored and their concerns are not being listened. The satisfaction
department will provide benefit to Oracle as the employees will not join the union when they are
being satisfied. This will assist the firm in growing and also their productivity as well as
managerial efficiency will be increased. It has also been analyzed that satisfaction department in
the technology vendor like Oracle will also assist in making the environment of company better.
It will assist them in growing and achieving the mission and vision that has been created by the
firm. Satisfaction department will also help them in promoting the team work and this will help
Oracle in enhancing the bond which has been shared by the team members. This will assist
company in reducing down the delay in work when employees are satisfied and team work is
initiated. It is necessary for growth of company.
Theme 2: evaluate the importance of satisfaction department in company
In the view point of Brennan, (2018) satisfaction department is one of the most important
department in the organization. This department is necessary in technology vendor like Oracle in
order to enhance the satisfaction of workers as well as consumers. It is important as from the
research it can be said that employee’s satisfaction can also lead to consumer satisfaction. It will
enhance consumer satisfaction and also the company will be able to create loyalty of customers.
They will not switch to any other firm when they are being satisfied. It has a relationship
between employee satisfaction, consumer satisfaction and profitability. It has also been evaluated
that satisfaction department in technology vendor like Oracle is necessary and important as the
satisfied workers and team will assist in retaining consumers. It will be beneficial for the
company as they will be able to grow and also they will be able to achieve their set target. It can
also be said that employees when are satisfied will support in retaining consumers. The satisfied
10

employees will be more likely to be loyal to organization. This department will help Oracle in
enhancing the brand reputation as well as brand equity.
There are many factors which are been linked to the satisfaction of employees like the
department has the responsibility to reward the employees and also they need to be engaged in
enhancing their satisfaction. It can be said from the research that if the employees in firm are
satisfied there has been better environment and also the favorable organizational climate will
assist in retaining skilled and talented employee. So, the satisfaction department is really
important for the growth of firm. This will also help them in expanding their market in new
areas. It has also been analyzed that satisfaction department will support technology vendor like
Oracle when implement the satisfaction department will also help them in enhancing their profit
as well as revenue. It will assist in creating satisfaction and satisfied employees work better
which is really necessary for the growth of company. Satisfied employees always make use of
positive word of mouth and they always stand by each other. It will be beneficial for the
company as they will also be able to retain the consumers. This will support them in creating
consumer satisfaction through talented staff members. The satisfaction department will also deal
with all problems of employees because of which they will be able to also work in higher
pressure. The satisfaction department will create satisfaction and because of which they will be
able to handle pressure and will not be frustrated in an uncertain situation. This department is
really important in the growth of technology vendor like Oracle. It will also assist them in
increasing their productivity as well as operational efficiency. It will help them in growing and
also satisfied employees will help them in creating better profits as well as revenue. This will
help firm in growing.
Theme 3: assess the functions of satisfaction department in Oracle
In accordance with Chen and Pan, (2019) there are various functions which needs to be
performed by the satisfaction department in technological vendor like Oracle. The basic
functions are that this department has the responsibility of enhancing the morale and motivation
level of employees so that they can be satisfied. This will also assist Oracle in retaining the
employees. It is really important that employees are satisfied as satisfied workers will help them
in providing effective services to the consumers which is really necessary for Oracle to grow and
achieve their set goals and targets. It has also been analyzed that the satisfaction department in
firm is also responsible to deal in ethical way so that the belief, values and cultural sentiments of
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employees are not being hampered. This will assist the company in enhancing the trust of
workers who are working in Oracle. Satisfaction department in technology vendor like Oracle
also had the responsibility of that they will be engaged in analyzing the needs and demands of
consumers as well as employees. This will support them in growing and also the revenue and
profit of the firm will be increased (Holcomb and et.al., 2017). This department will have
engaged in solving out the queries that has been faced by consumers as well as employees. It will
help them in supporting and providing assistance to consumers. This will be necessary for the
growth of company and also the goals and objectives will be achieved. They also have the
function that they must be engaged in analyzing the policies which are been followed by other
company to enhance the satisfaction of employees. These trends must be implemented in the
technological vendor like Oracle. It will assist firm in gaining competitive advantage and also
their profit as well as revenue will be increased. This will also assist them in enhancing the
productivity as well as managerial efficiency. All these functions needs to be performed the
satisfaction department of Oracle. This will help them in growing and also they will be able to
provide better assistance to consumers. It will also support Oracle in retaining employees. They
will not switch to other company when the technological vendor like Oracle is providing high
quality of services. They also have the function of providing supervision to employees so that
they do not face any type of trouble. Satisfaction department also have the function of asking for
consumer feedback, so that they can analyze their gaps in services. This will help them in
retaining consumers and also it will help the firm in growing and enhancing their profitability.
This will assist in achieving objectives and also it will help in enhancing the productivity.
Theme: 4 impact of customer satisfaction department in growth of technology vendor
According to () customer satisfaction development can provide the better opportunity for
individual people to take advantages, benefits which can directly lead to increase the productivity
as well as profitability in marketplace. The Repeat buying which will minimize the price/cost of
technology vendor. Oracle is a leading organization which always improve the customer
satisfaction department where establishing the good relationship with potential customers.
Technology vendor always support for satisfied customer in time of business crisis, publicity
from client which provide the great market opportunities for enhancing the technology enterprise
in global marketplace. The subject has gained the more attention of oracle because of their
importance to successful running their own business in marketplace. Also realizing the prime
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significance of customer loyalty to technology vendor. Oracle is a major concern about the
customer satisfaction department that plays important role to determine the involvement of
customer loyalty towards business vendor. It has drawn the attention of multiple researcher
concerned with identifying accurate finding to understand the specific role of customer
satisfaction department and their implication in business.
As per () said that customer satisfaction department is one of major determinants of client
loyalty towards the technology vendor. Beside consumer satisfaction, which has perceived the
more value towards switching to other competing enterprise in order to increase the business
profitability. Due to consequence, it has been contributed to decline the customer loyalty if
oracle does not promote the improve customer satisfaction department. Furthermore, it also
perceived the trust directly and positively influence the customer loyalty and satisfaction which
only possible to the effective customer satisfaction department teams. These are directly
improving the technology vendor image, brand value which positively impact on the potential
client.
Moreover, customer satisfaction department is consider as fundamental concept, which
are potentially offers wide range of advantage, benefits for technology vendor such as Oracle. In
this way, organization is more likely to repurchase which increase the sales and market share.
Although it also understand that customer satisfaction department help to enhance the entire
financial performance of organization. Therefore, it direct way to impact on the market share and
give assurance to promote the innovative service in global world. Another way, it also perceived
value expressed as ration of perceived benefits which only possible due to customer satisfaction
department in the organization, Also representing the customer value which are positively
correlated with customer satisfaction as well as customer loyalty.
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ANALYSIS OF THE ENTREPRENEURIAL OPPORTUNITY AND
CHALLENGES
Customer Satisfaction have been considered as the important aspect for the company to be
successful in the competitive world in the prefect manner. The consumer satisfaction through
talented staff members that have the clear level of interdependence of the other. Employee have
the driving factor which have the running behind the customer satisfactions. In their company
tends to have the major level of focus in safety of the customer for which it have the major level
of implication of the tools such as customer surveys, focus groups, and polling (Wiklund, Yu and
Patzelt, 2018). Using these tools, organizations can gain detailed insights as to what their
customers want and better tailor their services or products to meet or exceed customer
expectations. This will be necessary for the growth of company and also the goals and objectives
will be achieved.
They also have the function of providing supervision to employees so that they do not
face any type of trouble. Customer Satisfaction department also have the function of asking for
consumer feedback, so that they can analyze their gaps in services. Actions will help an
entrepreneur to grow their firm and also appropriate actions will assist them in gaining
competitive advantage. The actions which has been taken by the company have the consisting of
the risk that needs to be further analyse by the individual (Wiklund, Yu and Patzelt, 2018).
Entrepreneurial action can also create value for the organization. In order to identify the
challenges and opportunities for oracle to maintain the coordination between employee as well as
customer. in this way, it help for gain more competitive advantage while providing the better
customer satisfaction. These are beneficial for oracle to increase their overall business
profitability as well as productivity in marketplace.
Opportunities
In addition to that there is the direct level of linage between the employees a satisfaction
and customer satisfaction. Happy employees’ equal happy customers. Unhappy employees lead
to unhappy customers. It’s not quite as simple as that, but as a generalization it’s not too far off.
So it is very important for the company to create the better level of understanding in term of
arranging the different efforts they to be start putting in the tasking acre of employee as the same
as they takes the pains for the customer. There is need to have there invested a large fraction of
14

experiences budge of the satisfaction department for the company which turned out to have the
positive impact on the development of the Oracle. This department will be responsible for
satisfaction of customers and employees. They will be engaged in keeping a check upon the
feedback provided by the consumers related to the products and services. It will help firm in
growing and also their productivity will be increased. Oracle will be able to grow because of this
new entrepreneurial action which is creating satisfaction department in firm. This department
will also be engaged in analyzing the needs and demands of consumers so that their satisfaction
increases. Oracle is being engaged in implementing satisfaction department so that they can
enhance the consumer as well as employee satisfaction. It has also been analyzed that
satisfaction department in the technology vendor like Oracle will also assist in making the
environment of company better. Oracle assist them in increasing their productivity as well as
operational efficiency which will resulted in growing satisfied employees for creating better
profits as well as revenue. They will be engaged in keeping a check upon the feedback provided
by the consumers related to the products and services.
Employee experience becomes even more important now, with Millennial and Gen Z
employees demanding more from their employers than just a paycheck. They’re looking to make
an impact. They want to be doing work that matters as part of a company that invests in its talent
and treats employees fairly. Customer satisfaction department will engaged in analyzing the
problems that has bene faced by employees in firm. It will help them in solving out those
problems and also the company environment will be better because of this entrepreneurial action.
It will help the oracle in creating value for both consumers and employees. Satisfaction
department will also help them in promoting the team work and this will help Oracle in
enhancing the bond which has been shared by the team members. It will assist in creating
satisfaction and satisfied employees work better which is really necessary for the growth of
company. Satisfied employees always make use of positive word of mouth and they always stand
by each other.
The company owns a brand related to database management system as this will be able to
solve the problems which is being faced by the employees while making use of various new and
technological software. In addition to have retaining consumers and growing and enhancing their
profitability. This will assist in achieving objectives and also it will help in enhancing the
productivity. Thus, computer system and server are resources required in it. Besides that, in order
15

to analyse data software is required. it will be useful to interpret data and obtain relevant
outcomes. It will be beneficial for the company as they will be able to grow and also they will be
able to achieve their set target. The management will also help in taking decisions and in
implementing of idea. By that issues which can occur in setting up of unit and accordingly
measures are taken as It has the advantage that the department will enhance the productivity of
firm as employees will be more satisfied. This will give insight on what can be done to solve
issue. Besides, another stakeholder is employees who are working in oracle in creating consumer
satisfaction as the department will be engaged in solving out the queries of consumers (Wiklund,
Yu and Patzelt, 2018). The satisfaction department will also be engaged in analyzing the needs
and demands of the customers as well as employees, this will help the technological vendor in
creating brand equity as well as reputation. They also need to ensure that the cultural belief of
them is not been hurt and also there arises no problem as stakeholder will provide data about
how well idea is and to what extent it is valued.
Challenges
In modern Era, when almost everything comes when customer have become less
appreciative which becoming difficult to handle the business objective. With advancement of
modern technology and accessibility of information, quality of product and service among the
competing brand such as Oracle. That’s why, organization is consider the customer service as
important part, which automatically increasing the competition level. The most effective
challenge faced by Oracle when they are delivering customer satisfaction, it is an essential for
resolving in step by step manner. Initially, oracle is understanding the diverse and constantly
changing need or requirement of customer. In this way, it become very challenging for individual
of customer satisfaction department team member to resolve queries of each client. This is the
reason why handling the customer with best strategy.
According to customer satisfaction department, it is not just enough to meet the specific
requirement of potential client because expectations are changing. It is an essential for
identifying the suggestion based feedback of client within Oracle industry. On the other hand,
consistency is consider the most difficult challenge to achieve the desirable goal. A great
customer satisfaction service must be deliver the client of oracle across the different business
channel. The organization has experienced about the current opportunity and challenge in the
business growth or development. Therefore, it directly affect on the customer satisfaction level.
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It is an essential for creating an effective policies and procedures that always support for
delivering the best customer services. Within oracle, all staff member must be have aware about
the business policies which are strictly implementation in order to establish the strong
coordination with employee and customer. In some case, it has been increased the challenges for
oracle, customer satisfaction because it has rapidly increase demand of skilled customer service
professional. Hiring new talent is difficult task, retaining them is another. Oracle must have
structured program to train and teach new hire about the organizational policies, culture,
practices and values. In this way, it can easily dealing with the potential customer. Additionally,
it also considered the customers service which become stressful jobs whereas Oracle must
provide the advantage that offer to maintain work-life balance. The long-term solution is to
provide the consistency in business culture or environment. It can be increased the challenging
situation of oracle in term of customer satisfaction when it does not meet the customer service
according to client. Therefore, it also cultivate the entire culture or environment of organization
which emphasized at the time of training or hiring process (Wiklund, Yu and Patzelt, 2018).
Usually, customer satisfaction team must able to understand the specific vision of organization.
Fit the culture or work with organization to achieve suitable goal, otherwise it has directly
affecting on the customer satisfaction services. Employees are not good way to understand the
expectation of client while reducing the business profitability. It is very challenging for oracle to
handle the exceptional customer service in possible manner.
CONCLUSION
In above discussion, it has summarized about the Entrepreneurial action which mainly
consider as an effective strategies and behavior which always support for increasing the business
capabilities. A great entrepreneurs are basically engaged with the different actions that help for
improve the business growth. The case study has emphasized with the entrepreneur’s new action
which has to be create the customer satisfaction department for technology vendor. It has been
identified that customer satisfaction department responsible for providing the better service to
employee or customers. It has developed the effective relationship with client to identify their
need or requirement. On regular basis, customer satisfaction department have resolved the
complex queries of potential client in step by step manner. In this study, it has been implemented
the customer satisfaction department in the technology vendor for purpose of business
expansion. In order to fulfill the need or requirement of potential consumers. Moreover, it has
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concluded that customer satisfaction department increase the overall business performance and
efficiency. The technology vendor has engaged with the department to meet the customer as well
as employee satisfaction level within organization. It can be identified that customer satisfaction
department enhance the organization productivity so as more customer attract towards services.
Furthermore, it has analysed the innovative idea which involved in the overall business
reputation, helping to establish strong position in global world. The technology vendor such as
oracle always focused on the relationship with staff member and also providing the better
training session. In this way, it help for consumer to resolve their queries through customer
satisfaction department. As per discussion, it has been identified that customer satisfaction
department plays important role within organization which provide the benefits to meet
expectation level of customer and employee. The satisfaction team assist in retaining the
potential client of oracle. Therefore, it automatically grow the business and able to achieve the
desirable goal or objective.
On the other hand, the documentation has described about the different factors which are
directly linked with the customer satisfaction department, it is responsible for engage with
satisfaction level. It is consider as important part for handle both client as well as staff member
within organization. The overall revenue of technology vendor is completely depending on the
customer satisfaction department. In above analysis, it has identified that customer satisfaction
department perform the specific function which help for enhancing the motivation of staff
member so that they can easily resolve complex issue of consumer. Another way, it has found
that customer satisfaction department deals with the culture, value and belief of staff member
which mainly focused on the customer demand. These are specific factors that continuously
change the trends, demand of consumer. This has been supported for growing the business and
also increasing the revenue on regular basis. The primary function of customer satisfaction team
is to collect or gather large number of feedback from client side. Therefore, it provide the brief
idea about the technology vendor where how they have to change the policies or procedures
according to the demand. Technology vendor such as oracle which try to handle the overall
functionality of department. That’s why, it can be implementing an appropriate policies which
mainly supports to increase organizational profitability.
The research study has selected the appropriate topic to identify the importance of customer
satisfaction department in the Oracle firm. This type of department has included the problem
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resolving function in order to provide the better customer services. Usually, this department has
consider alternative way to coordinate with various staff member in the organization who have
been established the strong relationship with potential client. As per discussion, it has determined
that create employee belongingness which directly influence the potential customer to resolve
their issue or problem. Therefore, technology vendor such as oracle, should have developed the
strong customer satisfaction team which plays important within customer satisfaction
department. Additionally, it has considered that customer satisfaction team always performed the
different functions which also asking for consumer feedback, in order to analyze their gaps in
various services. The study has summarized the entrepreneur Actions through customer
satisfaction department which assisting to grow the organization and also gaining the competitive
advantage. The actions which has been taken by oracle and consisting of the risk that needs to be
further analyse by the individual.
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RECOMMEDNDATION
REFLECTION
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