1. In a blog post, create a story from the Concept Map you generated in the previous exercise.
2. Ensure that it is consistent with Denning's "Template for Generating Value Narratives" on p. 150.
3. Describe why this story is important and what you would expect its impact to be on your organization.
The specific values that I have chosen that create
conflict amongst each other are customer intimacy and operational excellence.
Customer intimacy is the ability to maintain a positive and substantial relationship
with all customers that come into contact with your organization. Operational
excellence is having the capability to do your job to the best of your ability
while providing the best customer service experience possible. These two values
are extremely important to the success of my organization, however have come
into conflict just recently due to the implementation of a new student and
employee system.
The incident where conflict arose between these two
values was during the recent implementation of a new student and employee
system called Campus Solutions. In October of last year the University switched
from one system to another to provide better service to our students, staff and
faculty, however during this change each group experienced its own set of
frustration and difficulty with learning the new aspects of how the system
would work.
When the Campus Solutions system was implemented there
were a lot of complaints on managing the new system as there were a lot of
errors that continued to occur with finding or obtaining information for our
students. On the other hand the students were upset as many current students
were already used to the system that we currently had in place and did not take
too well to the learning curve of the new system in use. It took many months
before the errors were fixed and during this time there was a lot of
apologizing to our students for the discrepancies that were taking place. It
has now been a few months since the implementation of campus solutions and many
of the kinks and quirks of the system have been worked out which have allowed
new and current student the ability to maneuver through it in a more effortless
way. While problems may arise in the future during use of this or any other
system that may be implemented, I believe that it will take time for each group
to find the positive aspects of the change rather than the negative, and allow
for the system to bypass its kinks to allow for a more streamlined effort in
system use for any group.
The story makes clear the importance of each of my listed
values as customer intimacy and operational excellence were both affected by
the implementation of the new system. The change from Datatel to Campus
Solutions offered a more innovative way for students, staff and faculty to
obtain the information they needed to proceed through the course of their
degrees or their occupations, however the strive for operational excellence
also hindered the customer intimacy we were trying to achieve due to all of the
issues that had started to take place. The story has not been stripped of any
necessary detail and links to the specific values of the organization that we
were and continue to strive to achieve.
The story shows that the organization is concerned with
the operational excellence they offer their customers and also cares for the
customer intimacy that we are continuing to try and emulate into the industry
of our students. The new system also offers better ratings for the positive
customer service we are currently offering as it has made staff and student use
much easier. Students are now able to see much more information regarding their
accounts and the staff also has the ability to flow through the system to find
or change information on their students at a faster rate. This story is also a
characteristic of the organization and its values as it shows the importance of
training for our staff and how the training of our new system has allowed for a
better experience all around for everyone involved with the organizations
success.
Cassandra R.
