Student 1 (Renee)

I work for a large retirement services recordkeeper. My job as a Relationship Manager is to develop and maintain relationships with plan sponsors (people that operate retirement plans for their employees) and assist them with the ongoing administration of their retirement plans. As part of my quarterly performance goals, we must log all our client interactions into various CRM systems. The reason for the multiple systems is due to the different products available on our platform. We need one system that can accept all client interactions without having to use multiple ones. The use of multiple systems is very cumbersome and, in some systems, causes redundancy. However, the problem, as I understand it is that these different CRM?s do not have the ability to talk to one another and this creates an issue when it comes to management reporting. The Relationship Manager cannot run one report to see all their lines of business or to track all their client activity. There are multiple systems involved. My proposed solve for this would be to develop or purchase a single CRM system that tracks, monitors, and reports on all the rep?s activity.

We use a system today that is very popular in the CRM space, called Salesforce. This tool holds multiple sources of data. It tracks our client contacts, phone numbers and basic information about each plan. In addition, it provides internal contacts that support various parts of a plans administration. Salesforce also can serve as a document repository and to store and archive items for later use. This makes it very easy to review materials uploaded by other users to maintain a good ?history? of the case. We would need to engage members of various teams to develop our business case. This includes sales representatives, field personnel, relationship managers, business analysts and members of the internal wholesaling team. We need to be able to determine what parameters are required for the ?new and improved? system to complete the cost analysis for presentation to management.

Reference:

Build Customer Relationships that take your business forward. Retrieved on January 28, 2021. Retrieved from:

https://www.salesforce.com/solutions/small-busines…

Student 2 (Kevin)

Business processes are crucial to ensuring an organization operates in the most efficient way. When looking at my place of employment, it is apparent that the training process for staff needs to be improved significantly. Having an efficient training process for any organization is crucial. As an organization grows, it needs to adapt its staff size to an increase in business. The more the demand for an organization rises, the more human capital and other investments will be needed to adapt to the changes. As staff increases, having an efficient of training and developing incoming employees to the processes of the organization.

In the organization I work for, training divided into different stages. When a new employee is recruited, they participate in an orientation week. The orientation week is comprised of teaching incoming employees about the culture and organization structure. The purpose of the orientation week is to allow incoming employees to understand why working for the organization is important, and how to do it. Once incoming employees understand how to communicate with the various teams, they go through a provisionary week where they shadow a current employee to understand how the organization uses its systems. After 30 days, they undergo a review to see the areas in which they can improve.

The training process is simple in order to ensure that new employees are independent at a fast rate. One of the downfalls of the management of the training process at the organization I work for is tracking. Because there is a lack of proper tracking to see if the new employee is underperforming, the organization experiences significant turn over. It is important to note that most new employees have limited or no experience, as the organization prefers to create retention through mentorship. As such, examining the retention rate after the provisionary 30 day period is a good indication on how the mentorship is working. If retention continues to fail to meet standard, then there is a lack of efficient teaching from current leaders.

To improve the process, it is important to evaluate the leaders, and examine the areas in which they struggle. If leaders undergo proper training to address their own performance, then incoming employees will have an easier transition. As such, if retention rises, it will be a strong indicator of a working training program.

Student 3 (Lance)

A business process works on reaching and completing corporate goals (Bourgeois, 2014). ?Business process management (BPM) is an organizational discipline in which a corporation examines all of its processes, both collectively and individually (

Business Process Management (BPM)

, 2021).

1) ?Explain why you picked that process.

I chose the way my company does new hire training because I believe it is an antiquated process. ?It?s long and drawn out and there are multiple instructors who deliver the information differently.

2) ?Explain the steps you might take to analyze how to improve the process.

I would go through the entire training process with each instructor. ?Although each instructor teaches the same material it’s taught differently by each instructor.

3) ?Who should be involved with you?

I believe management and human resources should be involved in the process. ?I believe if they work together the process can be simplified which would make it quicker and easier to learn.

4) ?What are some of the questions you should ask about the current process?

How long has the current process been in place? ?When was the last time the process was reviewed or updated? ?Are the current instructors teaching the material in the correct way? ?Is there an automated way to make the process quicker, easier, and more uniformed?

5) ?How will you know if the process was actually improved?

I believe you could see results easily and quickly. ?If employees complete the training quicker and understand the information better it would be clear the process has been improved.