Wiser Model

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Thus, Pos Laju needs to put in their initiative in following their SOP to avoid resulting in customers’ dissatisfaction that can drag their performance of the company. Both these causes are because of the role of top management. The top management needs to show more of their commitment and its active involvement in ensuring at all times the adequacy, suitability, effectiveness and efficiency of the quality of their company’s performance. They should also provide training sessions and appropriate motivating environment to help enhance the teamwork within and across the organizational units for employees to improve their processes. In addition, they should also avoid the barrier of having an unclear communication by having a good relationship with the employees. This can be done by having an open door policy to let the employees know that their problems or any doubts regarding the job are being valued and answered and they are always available and willing to communicate.

Secondly, Pos Laju is having poor customer service. Customer service is the procurement of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adapt themselves to the personality of the customers". Consumer loyalty assumes a vital part within the business. It is also a key point of differentiation that helps to attract new customers in competitive business environments besides being the leading indicator to measure customer loyalty, recognize unhappy customers, decrease churn and increase revenue

Pos Laju received many complaints and feedback from customer for poor customer service. For example, poor response to information request, rude staff and slow delivery of product. The main cause of poor customer service is the employee taking customer interactions personally which makes them to expose the negative emotions. So the customer service employees should not take customer interaction personally and they should develop thick skin and let bad experience roll off their shoulders. Besides, giving employees too much feedback on Pos L,aju make them feel overwhelmed by too much information, causing their performance to suffer. So, Pos Laju’s management should keep feedback at minimal level.

There are some alternative ways to overcome poor customer service of Pos Laju. The customer service employee should enhance their customer service skills. Employees should be able to handle and sense the customer’s mood and adapt accordingly to the situation. Moreover, they can strengthen customer interaction to ensure the issue stays fixed and that their customers will be satisfied with the service.

Thirdly, Pos Laju is having lack of efficiencies in delivery services where there are numerous of complaints could be heard from customers about Pos Laju delivery services even though Pos Laju as the market leader in the courier business in Malaysia has shown stable yearly extension in volume and revenue. The complaints creates a negative perception on Pos Laju among the public and customers because of their poor delivery services. Efficiency in the Pos laju means the work or tasks completed by a single employee or department or team within time that planned and promised to deliver to the recipient by the management. Therefore, there are two causes which leads to inefficiency and poor performance of Pos Laju such as poor strategy and execution and poor management.

The poor strategic and execution is the strategic planning and execution that is not effective to the organization. Pos Laju is one of strategic service line introduced by Pos Malaysia Berhad’s to fulfill the growing domestic courier service demand in Malaysia. Pos laju often encounter problem with the execution of strategic on satisfying different delivery needs of customers. The top management of Pos Laju may have presented the objective and strategic plan to reorganize the courier service but they don't communicate thoroughly enough from top to bottom to achieve the desired outcomes from the employees. The failure of comunication with subordinates lead to failure in execution of the strategic plan. If the operational level managers don't understand their roles and responsibilities in strategy and execution, it is tough to get employees of Pos Laju to break out of traditional roles and habits. The ways to overcome this problem is the supervisors need to be effectively engage with employees to clearly explain the roles and responsibilities to the employees in order to make sure that the strategic plan implemented by Pos Laju will assist the employees for the execution steps.

The productivity of Pos Laju also decreases in several ways because of ineffective management practices. If the managers do not supervise and monitor his/her subordinates works, they often don't try hard to perform to their full capacity which affects the delivery service. Besides, the managers didn’t quickly and effectively response whenever problems arise such as customer complaints on late delivery, wrongly updated about delivery information in system and so on. The ways to overcome those problems are the internal control of Pos Laju need to be tightened so that the managers can monitor the subordinate’ works or given task and management should be aware whenever complaints arise from the customer and be quick in response to overcome the problem.

SELECTION

In this phase, it usually involves redesigning of new processes beginning with the development effort covering all the criteria of organisational capabilities that considers requirements, laws, rules and regulations. It will also have the new processes documents and validation, key concerns addressed and systems to meet the new requirements. Moreover, the phase can use projections and planning to identify responsibility, deadlines and ICT requirements as well as the needs to get the benchmarking information.

Based on the suggestions that have been suggested to help increase the performance of Pos Laju, this phase will elaborate more on the steps of the solutions. Firstly on the involvement and commitment of the top management that either leads to a good or poor performance of the company. Top management has an essential role in shaping the company. The top management of Pos Laju can organize quality circles which is an effective way in identifying and addressing the problems. Quality circles are group of employees who are being urged to evaluate the processes and recommend improvements in order to accomplish their objective of promoting quality, efficiency and productivity. By doing so, Pos Laju helps to solve particular problems than it is to engage the employees in process of finding and addressing the problems. Besides,