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Telecommunications Challenge

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Janice J. Kim SID 13978140 BA 100, F'02 Prof. Phillips Telecommunications Challenge Dear Manuela, Thank you for informing me of Pulpco's current situation. I am sorry to hear that you have been receiving complaints from Corporate about your group's unsatisfactory communications with the home office employees and your customers. As head of the Telecommunications Division, I share in your apparent embarrassment; our division certainly did not intend to precipitate a "cavalier attitude toward customers and colleagues," nor did it wish to hurt PulpCo's relationship with FatCo. The redesign of your telecommunications system was simply an honest effort to reduce costs and to increase efficiency. Unfortunately, we were unable to anticipate any of the unlucky events (such as the phone company's initial misconnection of your phone lines) that took place. Because we felt that this new system needed some time to really take effect, we excluded any additional features (such as a voice mail system) as a part of our cost-cutting efforts. In retrospect, we see that this was not the best decision. After eight weeks, we feel that an adequate amount of time has passed in order to thoroughly and accurately assess the effectiveness of the new system and to determine any changes that need to be made. ...read more.


It will also allow for more efficient credit card calling (only one phone call has to be made to reach a number of different people), which may come in useful for your marketing department, for instance, when it has to notify other departments of its marketing strategy or research efforts. In addition, the need for memos (and their necessary supplies/materials) will be greatly reduced, leading to further decreases in production and mailing costs. These savings can be redirected to your Product Development and marketing departments, to aid to research and development and Marketing efforts. I expect that Payroll will also I am certain that the executives at FatCo. will recognize the long run savings from a voice mail system will greatly exceed the initial start-up costs (which are very small) associated with implementation. In addition, voice mail has the potential to further PulpCo.'s competitive advantage by enhancing the performance of your departments. It will increase productivity by making people more accessible and making needed information available sooner. Customer service representatives will be able to provide a higher quality of accurately and timely service, Payroll will be able to better calculate compensation for actual productive working time, and Marketing and Product Development will be able to assess and respond to the wants/needs/preferences of its customers faster than your competitors. ...read more.


institute a digital receptionist to assist your current receptionist during times of high call volume. (which is likely to induce customer loyalty and drive lonr-run sales) (this will also reduce customer annoyance, as they will not have to hear a busy signal or be placed on hold for extended periods of time). After reading the information sent to you by corporate and analyzing your current situation, I believe that voice mail and a digital receptionist will greatly benefit PulpCo. by facilitating communication, reducing costs and generating savings, increasing competitive advantage, creating an enhanced work environment for employees, and creating a more pleasing experience for customers. As director of FatCo.'s telecommunications division, effective communication for and between all of FatCo.'s companies is extremely important to me. Your message to me is a perfect example of the importance of communication; without your memo, I would not have come to know of the issues surrounding the new communications system at Pulpco. Informing me of Pulpco's dilemmas presents us with the perfect opportunity to maximize the efficacy of the current system and improve communications between our divisions as well. I hope that we can work together to tackle the issues that you have been facing and build a solid foundation for superior communications for the future. Sincerely, Richard Cephalus 1 1 ...read more.

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