Académique Documents
Professionnel Documents
Culture Documents
VARSHA CHANDRA
PETER SOLVIK
CHANDRA SHEKHAR
CIO
BRAD BOSTON
POOJA SINGH
CIO
MARK TONNESON
HEENA DUGGAL
V.P. (CA)
BUSINESS ANALYST
INTRODUCTION
The name "Cisco" was derived from the city name, San Francisco. Cisco systems is the worlds largest developer of networking and communication products for transporting data, voice and video over long and short distances. On February 16, 1990, company went public.
Cisco is a global company, over 40 % of its sale were to customers outside of America, Cisco had nearly 10,000 employees involved with sales accounts in nearly 60 countries. It works with strategic alliance partner like IBM , AT&T to provide better services to customers.
Contd.
Secondly, He reallocated the majority of the IT budget so that each function and department controlled the money, rather than having all of the IT spending clustered together under general and administrative expenses. Thirdly, He disbanded a central IT steering committee and replaced it with a structure by which IT investment decision on application projects were pushed out to the line organization but still executed by the centralized IT Collectively these decision helped to change the perception of IT as overhead.
Contd
As a result it had become extremely difficult for the company to upgrade its most important enterprise-wide system. Each function planned and funded its own projects, many groups had developed customized programs that interfaced with the enterprise software.
Bostons action
He found Managers believed that this is my money to spend and I should spend it as I want. He stopped all new applications because he believed that this would be a waste of time and money if the underlying data and infrastructure were not fixed first. He revaluated that how much money for IT projects was spent across the individual groups.
Cont
His second area of deciding which IT platform projects of highest priority to company. His third focus area was coming up with a new process of funding IT projects. He had to focus on cross-functional strategic initiatives to built an infrastructure that would position them for future.
Case Role
POOJA SINGH
MARK TONNESON
(Vice President of Customer Advocacy)
CUSTOMER ADVOCACY
Customer advocacy is a specialized form of customer service in which companies focus on what is best for the customer. It is a change in a company's culture that is supported by customer-focused customer service and marketing techniques.
RELATIONSHIP
CO-OPERATION LOYALTY SATISFACTION
14
15
Handling Grievances
Department Heads
Customer Needs
Cont
In the late 1990s the customer advocacy group had already started working on the project pulling the money from its budget for client funded application development. They made a formal request to BPOC because the project involved other functions.
Customer advocate
Customer team = Working group Customer advocacy managers have co-ordination responsibility within their unit for all customer sub-projects. Their role is in addition to their present function.
Customer team Members from Strategic Marketing team Customer advocacy managers
sub-projects: Marketing managers Sales managers Customer care managers CRM Managers Sales support functions etc.
Various cross-CC sub-projects are run between Marketing, Sales, Customer Care and other managers. Sub-projects are brought to the Customer team by CISCO 19 Customer Advocacy managers.
CONTD
On the financial front the challenge that was ahead of Cisco was to cater to the specific needs of the employees in the global prioritization process . As various groups across the world had agreed to move a share of the budget into a funding pool. For years Cisco was proud of its ability to make quick decisions and seize new market opportunities . The challenge was encouraging employees to continue making suggestions and inventing new and innovative ideas even without any fund right away.
SOME SOLUTIONS
The Cisco Internet Business Solutions Group (IBSG) was established for assistance in formulating and implementing a comprehensive strategy to improve the speed, quality, and overall productivity of its global IT development process. It was looking into ways of reconfiguring the use of contractors and hiring engineers from offshore organizations.
SUMMING UP
Though there were debates surrounding the proposed customer interaction network. The task at hand really was to encourage CISCO employees to think about the greater good of the enterprise without losing the entrepreneurial drive that had helped CISCO reach its current leadership position.
Customer advocate
Customer team = Working group Customer advocacy managers have co-ordination responsibility within their unit for all customer sub-projects. Their role is in addition to their present function.
Customer team Members from Strategic Marketing team Customer advocacy managers
Various cross-CC sub-projects are run between Marketing, Sales, Customer Care and other managers. Sub-projects are brought to the Customer team by BU Customer Advocacy managers.
24