Case 1 Report- CSF

7/31/2019 Case 1 Report- CSF

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A Career in Jeopardy Case Analysis HRM in Service Sector

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EXECUTIVE SUMMARY


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Table of Contents

EXECUTIVE SUMMARY ...................................................................................................................... 1

SITUATION ANALYSIS ........................................................................................................................ 3

PROBLEM .......................................................................................................................................... 3

DECISION CRITERIA ............................................................................ Error! Bookmark not defined.

ACTION PLAN .................................................................................................................................... 5


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SITUATION ANALYSIS

MxCel is a knowledge-intensive business service firm. In a knowledge-intensive business

service firm clients play a critical role in helping the firm co-create or "co-produce" the

knowledge-based service solution. Hence in this type of firms value creation takes place only

when clients play partnership role in helping the firm create customized solution according to

clients need.

In the current situation MxCel is not able to perform well due to lack of coordination at

two levels:

Lack of coordination with clients Lack of coordination within teamThe representative of client was changed twice during the course of the project which has

led to some problems. The problems have also arisen due to the drastic change in working

style of Neharika as compared to that of Naresh. The project team is not able to work upto

expectation of Neharika. The client showed little flexibility in restructuring the project

according to need of the hour. The project team has been missing deadlines and in an industrylike this, missing deadlines and customer dissatisfaction cannot be tolerated.

Also the teams have not been working in coordination with each other. The teams who is

performing well(IT department) wants to undermine importance of supply chain department

and wants to bring it under the purview of ERP. There is no single communication channel

between CEO and the project team. The departments try to influence and convince CEO at

their level.

PROBLEMS

We have divided

There was a clear lack of coordination between different teams within Mxcel. There were

five different teams working in the same project. At the end, these were trying to compete

with each other. This was amply evident when Jennifers team recommended the

establishment of a Chief Information Officer (CIO) and pitched to make the logistics

department as subordinate to this position.


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CRITICAL SUCCESS FACTORS

Following are the three critical success factors for McXel

1. Good Quality Consultants: McXel is a person dependent knowledge intensive firm. Fora firm like McXel, brand image and solution provided to client depends a lot oncompetence of the consultants. Hence it becomes very important for McXel to have

consultants who have excellent profile and relevant experience in the field. This will also

help the company in winning more projects for the firm.

2. Customer Satisfaction: The solutions provided to the client are highly customizedaccording to clients requirement. Hence customer satisfaction becomes even more

important because it is client who is going to implement the solution. High customer

satisfaction results in increasing repeat customers and it also helps in enhancing the brand

image of firm.

3. Timely Delivery: Timely delivery is a critical success factor because if the firm fails todeliver on time, the cost of project increases. This further decreases margin and thus

affects profits. Timely delivery of work also helps in enhancing brand image through

improved customer satisfaction.


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Case 1 Report- CSF

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