Introduction
Riordan Manufacturing (RM) is an established global plastics producer, which employees 550 individuals and their projected annual earnings are $46 million. RM has production divided among three plants. RM’s mission is to focus on achieving and maintaining profit that ensures that the financial and human capital is available to sustain growth. In week three, team C established four potential outsourcing options. Of those four potentials, RM stands to gain the most potential from outsourcing customer relationship management (CRM). This could cover service, sales, and marketing. Services that will be provided include the call center support, field support management, e-Service, campaign management, sales forecasting, account management, and pipeline management. Outsourcing will assist with new government required reporting requirements. CRM will assist RM for future outsourcing projects such as switching over to compatible systems for finance and accounting.
Situation Analysis
RM is recognized for their innovation and providing customers with new products. An outsourcing plan pertaining to CRM has been established below. The success of the project will be measured by the performance measures; customer satisfaction, marketing, and employee retention.
Outsourcing Plan
Based on research by RM they have created a cost-effective recognition program that is aimed at motivating employees, increasing retention, and increase employee satisfaction. These options will be looked at by the management and owners on a regular six-week basis until all criteria are completed to management and employee satisfaction: * Develop Strategic outsourcing plan * Motives for outsourcing; increased revenue; increase in bonuses * Establish performance measures for measuring key success factors * Align
