DSM

Organisational Structures

Why Have a Structure?

All businesses have to organise what they do

A clear structure makes it easier to see which part of the business does what There are many ways to structure a business

Some Key Terms

Flat or tall structure Span of control Chain of command Hierarchy Delegation Empowerment

Ways to Structure a Business

By function: arranging the business according to what each section or department does
By product or activity: organising according to the different products made By area: geographical or regional structure

Lets look at a functional structure:

Chief Executive Officer Vice President

Operations

Admin

Accounts

Human Resource

IT

Functional Structure
Advantages Specialisation each department focuses on its own work Accountability someone is responsible for the section Clarity know your and others roles Positive competition between divisions Better control as each division can act as separate profit centre Disadvantages Closed communication could lead to lack of focus Departments can become resistant to change Coordination may take too long Gap between top and bottom

Line & Staff Organization Structure

Refers to a pattern in which staff specialists advise managers to perform their duties.
Staff managers provide advice to the line manager who are generally specialists in the field. Staff positions are purely advisory in nature. They have a right to recommend but have no authority to enforce their preference on other dept. The line executives are the DOERS or commanders, where as, the specialists are the THINKERS or advisors.

Information Technology Department

Vice President of IT

Manager Senior Technician Technician

Helpdesk Technician

Manager

Networking :
Oversees the administration and maintenance of the company's infrastructure, and directs more junior Innovators when necessary. Oversees the administration of the company's WAN.

Internal Systems:
Oversees troubleshooting, systems backups, archiving, and disaster recovery and provides expert support when necessary. Works with project teams to help implement Internal Systems. Oversees the administration and maintenance of our tracking software. Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner.

Manager

Communication:
Facilitates team meetings effectively. Holds regular status meetings with team. Keeps team well informed of changes within the organization and general Etensity news. Effectively communicates relevant IT-related information to superiors. Teamwork: Manages day-to-day internal client interaction Sets and manages internal client expectations. Communicates effectively with internal clients to identify needs and evaluate alternative business solutions.

Network Technician

Network Technicians install and maintain LAN/WAN/MAN hardware and software technologies. Works in conjunction with Network Engineers to support company wide communication needs Troubleshoots network usage and peripheral issues, supports help desk analysts, resolves connectivity issues, and maintains data and telecommunication connections. Configures and install routers and switches in accordance with company standards.

IT Helpdesk

Respond promptly to requests for technical assistance in person, via phone or electronically Clearly communicates solutions to endusers. Coordinates timely repair of PC computer equipment and prepare activity reports Maintain cooperative and working relationships; demonstrate sensitivity and respect.

Need for CRM

Sales call management, Alerts & Newsletters, Work planning / things to do. Appointments scheduler, Targets versus achievements, Sales funnel management. Sales order management, Analysis and reporting, Competition intelligence. Generates quotations

Benefits of a CRM in an Organization

Ease of operation and control and Two way communications. All instructions from management gets monitored till closure. Complete sales and call contact details history availability available on a click. Remote locations work as virtual teams.

The software automates the servicing activities of an organization right from complaint handling, allocation of service engineer and finally till its resolution. The customer benefits from its very strong features of complaint management, advance day planner, skill level assessment, service contract data.

How the CRM works

Customer details, along with warranty/AMC details are available in the centralized data base. Information is available only on need to know basis as per the requirement. Customer has the option of registering the complaint either physically or thru the users web site. On receiving the physical complaint from the customer, the user personnel finds out the customer from system and also views the details of earlier complaints. The nature of the complaint is entered into the system by clicking on problems generally encountered and also writing specific remarks of problem, if any.

The call is assigned to a service engineer available at location. The system generates a complaint number which is informed to the customer. On visiting the customer, the engineer enters the diagnosis of the problem, time taken to travel and to fix the call, and whether the call is technically and commercially closed in the system. The system is automated to control and report all these entries.

The system has a feature thru which customer feed back index can be regularly taken by entering the customers feed back. There is a system of alerts and managers feedback thru which two way communication between the controlling office and sales engineer is regularly made. There should be a customer profile which will have all correspondence, contact details etc. for viewing on click basis.

In case a service engineer is sick or not attending office of any reason his calls can be reassigned . The service manager at any point is fully in command about the total service calls pending. The information on total AMC dues for each month is again available on home page and individual customer details are available on click basis. The time management feature of the software enables the service manager to ascertain how each of the service engineer has spent his time on each day.

Benefits of CRM

To track how many AMCS do you lose out on because they are not renewed on time? To track how many repeat complaints do you receive every week because the customer does not know the status of his complaint? To keep a track of your employees skills and identify areas where training is required? To find if engineers making repeat trips to the same location in short periods of time resulting in increased costs and additional time on travel?

Thank you!