1. Refer to the case study, what were the risks that the client of Cisco had to face? Explain each risk.
As mentioned in the case study, clients of Cisco faced a multitude of risks when dealing with the company. Of these problems, three stand out as being the most detrimental to the company-consumer relationship.
Firstly, clients had to endure time consuming meetings. This was attributed in part to the difficulty in coordinating the availability of Cisco and customer personnel. Basically because of the tedium of conducting a meeting with the clients, it was often difficult to find a time that satisfied the schedules of the personnel in question. This made it difficult for clients to meet with the employees which, consequently, had a negative effect on the sales. Also the presence of a small number of EBCs limited the number of meeting that the company could conduct and lengthened the sales process therefore decreasing the customer satisfaction
Similarly, whenever customers requested an audience with the company’s representatives, that is, in-person meetings, only one employee was sent. Like the aforementioned risk, this too affected the sales process. It is commonly said that two heads are better than one therefore by failing to provide the adequate number of employees; Cisco affected its quality of service (Qos) and made it hard for problems to be addressed quickly.
Lastly, the clients were being provided sub-standard service. As a result of the employees having to travel to the various locations, they were often tired during meeting. This affected their productivity and concentration. Also having to travel meant that the employees would not be at the office, which meant that during this time no other tasks could be taken care of, which again affected the client
2. How was the client involved in the project, in terms of evaluation?
Considering that the clients are the end-users of the system, naturally they have to play an integral part in the evaluation of the project. Through the use of the Cisco TelePresence system, the client can assist in evaluating the system and providing much-needed feedback. The client can assess the interface to help the company determine the level to which it is user friendly. The client’s involvement is also present in determining network latency so that the company can be aware of any possible shortcoming. The client is also needed to evaluate the system to determine whether the implementation of the Cisco TelePresence system actually increases user satisfaction and understanding and whether there has been an improvement in employee productivity.
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