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Essay's paper info
| Topic: |
Business
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| Number of pages / Number of words: |
15 / 3941 |
Essay's paper body
Additionally it is a critical factor for deciding the infrastructure capabilities. For e.g. I.T. infrastructure is very important in this case.
Internal context
The internal factors that affect DWP are identified as following:
Organizational Size:
The organizational size is another major factor; it is not only the number of employees but also the large number of offices that DWP has all across Great Britain
Silo Structure:
The different departments are operating in an independent manner except for the fact that they report to the same authority i...
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the Head of the DWP, Permanent Secretary. But there is very little information sharing if any, between the different departments.
Aims and Objectives
DWP
The aims and objectives of DWP are:
- Promote opportunity and independence for all
- Help individuals achieve their potential through employment
- Work to end poverty in all its forms
Customer Insight Objectives
? To provide customers with a single point of contact
? Establish Customer Insight functionality and capability
? Improve customer focus
? Improve interdepartmental communication
Key issues identified
The key issues identified are:
? What should the Customer Insight function do?
? What should it look like, given the complexity and disparate nature of DWPs structure and operations?
? What we know / don’t know about our customers already?
? How should we change the organization to be more customer-focused?
? How should we motivate the employees to achieve the desired customer satisfaction levels?
We have created a plan and set of processes to address the above mentioned issues...
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