Principles of Business Management: Linking Strategy and Mission

This report analyzes the principles of business management, particularly focusing on the relationship between strategy, mission, and customer service within an organization. The author, a supervisor in a customer service team, reflects on a situation where the company's strategy, specifically the 'Average Handling Time (AHT)' metric, conflicted with providing excellent customer service. The report references research by Carpenter, Bauer & Erdogan (2010) on the importance of emotional intelligence in communication and Abeykoon, Ratnayake & Meedin (2019) on improving customer experience. The author discusses how the pressure to meet performance metrics led to a less-than-ideal customer interaction and proposes strategies to better align company strategy with its mission, vision, and values. The report highlights the importance of balancing operational efficiency with the need for empathetic and effective customer interactions.

Running head: PRINCIPLES OF BUSINESS MANAGEMENT
Principles of Business Management
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The desired business outcomes will be attained only if there is good synchronisation
between strategy and the company’s vision, mission, values, goals and objectives. However, it
can be difficult to strike a balance between strategy and the other essential elements of
organisational behaviour. The level of difficulty gets increased with the size of the organisations.
I work as supervisor for the customer service team in my company. Customer make
queries for finding a business, locating address or a restaurant and much more. Although, it
should be the utmost priority for the customer service team to entertain such customer calls with
full dedication. However, the workplace scenario is generally pretty different what is being
mentioned here.
It was in regards to a call when I realised that the call protocol set in accordance to the
strategy guidelines was not appropriately followed. A linkage was clearly missing between the
strategy and the company’s mission. Instead of assisting the customer full heartedly I had to
force the customer service representative to wrap up the call for a reason it took longer than the
‘Average Handling Time (AHT)’ (Abeykoon, Ratnayake & Meedin, 2019).
In the research of Carpenter, Bauer & Erdogan (2010), sharing emotions and feelings is
essential to effective communication. In the light of this article, I being the supervisor should not
have forced the person to wrap up the call. However, I had to do it for a reason I am also
answerable to my managers.
Since I could get some lessons from the incident I was able to figure out the best way to
tackle all such situations. Instead of being rude to the customer care representative, the person
could have politely asked whether he or she needs any assistance in solving the customer

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concerns. By occupying a space for critical calls I believe things can be improved a bit and tried
to establish better links between the company’s strategy and its mission, vision and values.

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References
Abeykoon, R. M., Ratnayake, H. U. W., & Meedin, G. S. N. (2019). Improving the Customer
Experience using a Fair Call Distribution Model. Journal of Engineering and
Technology, 89.
Carpenter, M., Bauer, T., & Erdogan, B. (2010). Management Principles. Washington, DC: Flat
World Knowledge.