This article discusses the implementation of a system to link customers remotely to minimize congestion and prioritize clients with serious issues. It also highlights the barriers and changes that may arise during the implementation process.
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OPERATIONS MANAGEMENT2 Operations Management In my workplace, there has been an issue of long queues because of a high number of customers with serious and minor issues which they want to be addressed. After thinking about the issue, I realized that coming up with a system that allows the company to link with customers remotely can help in minimizing congestion and giving priorities to clients who have serious issues that require direct contact with the staff members. According to SukUmar & Robert (2017), sometimes customers lack to get high quality services because of pressure which staff members have in serving a large number of people. For this organization, introducing this system can play a crucial role in enabling the clients with petty issues to attain online services so that the staff members can be able to serve those with serious issues to satisfaction. Because this is a system that requires a lot of things to be considered, a lot of time and other resources need to be utilized. To ensure that all processes involved in system implementation have been followed, the planned time will be 6 weeks, but the actual completion time maybe four to five weeks. The reason why the planned time is longer than the actual completion time is that according to Petra (2010), there are uncertainties that come along the process of system implementation and because they were not planned for, they may make the planned time to be extended. This means that although the actual time may be around five weeks, the implementation team must include an extra one or two week to address any uncertainty that may arise. In this case, the four or five weeks are estimated to be enough for undertaking the system implementation processes such as exploration, installation, initial implementation, and full implementation According to Darryl (2018), system implementation is not an easy task because there are barriers which may come along and make the process hectic or even impossible. For this case,
OPERATIONS MANAGEMENT3 one of the barriers which may arise is change resistance. Koldo & Jesus (2012) affirms that when a new system is being installed in the workplace, some stakeholders, especially employees tend to oppose it. The reason why this barrier may arise, in this case, is that employees may feel that implementation of this system may make them to lose their jobs and hence oppose it (Mahesh, 2010). Another barrier which may arise is lack of resources as system implementation is something which requires finances to be available. Also, lack of skills may also be a barrier to this project as for it to meet its goals, it requires the implementers to have the right skills and also the users to have the right knowledge on how to use it. According to Anupriya (2012), the degree of success in implementing a new system in an organization depends on the resources, and the strategies used. For this case, the probability of success will be high because the management will be willing to spend money and other resources on its implementation because it has the ability to address serious issues in the company. The success rate is also high because the company has a team of IT professionals and also has the ability to source experts from other renowned organizations to ensure the system is implemented successfully. Implementation of this system will lead to various changes. First, it will make work to be easier for the employees as it will play a significant role in reducing long customer queue in the company. Second, it will make the company to increase its relationship with its customers as it will assist them to reduce wastage of time when waiting for long hours to be served. Implementation of this system will also make the company to serve more customers because it will enable the clients to get services any time they require them irrespective of whether it is business hours or not.
OPERATIONS MANAGEMENT4 For classmates planning a similar project, it is advisable to materialize their plans because this project can benefit not only the organization which will use it but also those who will come up with it. For example, coming up with a similar project can make the student to attain financial gains by selling it to businesses and also being hired to service it from time to time. It can also make them to advance their knowledge by doing research on various things concerning the implementation of this project. Implementation of this project can enhance job design in an organization because it will enhance employee job satisfaction by reducing the pressure of serving too many customers within a limited time. It can also play a key role in enhancing job work life balance because the workload will be minimized hence giving the staff members enough time to conduct other things outside the scope of work.
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OPERATIONS MANAGEMENT5 References Anupriya, S. (2012).Performance ManagementSystemDesign,Implementationand Outcomes in Indian Software Organizations: A Perspective of HR Managers.South Asian Journal of Management, 19(2), 45-57. Darryl, B. (2018).Building Capacity by Hacking YourSystemImplementation.Journal of Environmental Health, 80(8), 231-243. Koldo, Z & Jesus, M. (2012). Changes inOperationsManagementof Privatized Spanish Firms. Review of Business & Finance Studies,3(1), 43-56. Mahesh, G. (2010). The Enabling Role of E-Business Technologies in StrategicOperations Management.Journal of International Technology and Information Management, 19(2), 523-535. Petra, H. (2010).The Use ofOperationsManagementProcedures in Order to Increase Organizations Competitiveness under the Conditions of Growing Pressures of Globalization.Global Business and Management Research: An International Journal, 2(1), 87-98. SukUmar, R & Robert, S. (2017). Integrated PerformanceManagement.The Journal of Government Financial Management, 66(2), 34-46.