What can McGuire do to facilitate effective communication between his department and the Internet development team?
In this assignment, you will apply course concepts to the analysis of a real-world case study, Internet Development, CCS, and Customers. You will examine the challenges faced by Trent McGuire, a manager in communication & customer services at a large mutual fund company, whose department is not communicating with the Internet Development department which created serious customer service issues.
The failure of the two departments to communicate has led to numerous issues: the company has become reactive to customer response rather than proactive, and customer satisfaction has gone down. The conflict between them* has caused morale to dip at the company to the point where coworkers in other departments mock the situation.
In order to bring about organizational change, the dysfunctional interdepartmental communication at this mutual fund company should be addressed.
Your analysis should address the following questions:
What can McGuire do to facilitate effective communication between his department and the Internet development team?
How do systems theories, cultural theories, and critical theories of organization and communication relate to this case and its key players?
Does it matter if “the grapevine” (people not directly involved that circulate rumors and/or false information) is making fun of these two departments within Internet services?
Should top management be involved? Why or why not?
Answer preview What can McGuire do to facilitate effective communication between his department and the Internet development team?
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