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Executive Summary
As the famous prove
"Customer is King" essentially means that if any organisation want to survive and thrive in the industry i
espective whether they are working in B2B (business to business) or B2C (business to customer) needs to provide the customer not just what they want but also over and above what is committed in order to add the customer delight. Taking reference from “Measuring customers’ overall satisfaction: a multi-attributes assessment”, (Shin, D. and Elliott, K.) there is certain urge to delight the customers and analysing what customers require which they might even know. With reference to the case, “Ken Private Limited: Digitaization Project”. (Pardasani., R., 2013) Ken Private Limited, Texas based knowledge outsourcing and technology services that use to enable its clients to effective utilise the information in much more efficient manner possible. One of the biggest and most demanding client of Ken was Dogma International that required Ken to deliver the digital coverage of newspaper for 10 years by end of July. This Genesis Digitization was not delivered to the client Dogma International leading to
each of commitment and under performance. Deliverables of the project was not satisfactory and incomplete that had damaged the relationship with the client and the entire project was on the verge of being cancelled. As of now, Ken had to deliver the digitized newspapers with intensified and better images for last 35 years in a time line of coming two months. Problem with Ken organisation was not only to deliver this but also handle the aggravating team conflicts given the difference in cultures and geographic location. Teams where not working as one unit to deliver the required rather were focusing only presumptions and their part of the issue. One of the major actions that should be taken immediately is to concentrate on reducing the inter-team conflicts. After catering the inter-team conflicts, next focus area should be installing performance checkpoints on every step so that gaps between technology platform and the solution submitted is minimum and e
ors are identified at initial stage and resolved immediately.
Introduction
Ken as an organisation was formed in 1991 in Texas, United States that had delivered tremendous performance in outsourcing the technology services. This organisation had assisted clients in making best use of available information in their domain in the most efficient and effective manner. Content management and outsourcing focusing majorly on the fa
ication of content and knowledge services. This included the digitalization of content along with XML mark-ups, imaging, conversion of data, creation of content and services related to language translation services. While on the other hand, service that were related to knowledge included enhancement of content, development of vocabulary, classification and taxonomy, hashing and indexing. Taking reference from “Zero Defections: Quality Comes to Services”, (Reichheld F.F. and Sasser W.E., 2019) Ken Private limited had earned tremendous goodwill over the year by delivering excellent performance. Given the earned respect and reputation the organisation was able to establish offices all across America, Europe and Asia providing employment to more than 5000 employees with healthy financials. One of the client of Ken was Dogma International, which was one of the leader in international content publishing of the organisation situated in Michigan, USA. One of the well-known organisation, Dogma was known for providing quality and service excellences in building the information databases that incorporated information from multiple resources like newspaper, journals articles, magazines and forms
eeding ground for many other publishers and also make the information available to customers by the virtue of internet facility and availability web based management of information system 24x7. After acquiring the rights to archives of one of the most reputed newspapers in the USA, the Genesis Times, Dogma wanted to convert these micro-film into an online product by digitizing the entire newspapers. This was not only an important strategy from the organisation prospective but also one of the most prestigious project that emphasis lot on the producing new generation information processing and consumption. The Digitization project essentially included the make the content of this newspaper available and also accessible from anywhere in the world and anytime of the day. Basically this project had mandated that each and every issue in the newspaper needs to be digitalized. Not only this, content needs to available in both text format and also in complete page format. This project was given to Ken considering organisation's past performance and commitment that entire project would be completed as per the deadline formulated by Dogma International. However, crux of the matter was that Ken had never work on the required technology and this was very new for them to comprehend. Ken had always worked on traditional method of web-page delivery that largely depended on HTML web pages projected page by page. On the contrary, this project was very different since huge volume of data had to be provided using XML tags instead of common HTML tags. Pressure on precision and consistency was tremendous that required more time to test and porotype before submitting the final product to client.
After deep diving into the case study and comprehending the situation that Mr. Sharma was facing, I have made an extensive analysis describing what are the primary issues faced, identifying the challenges that are both internal to the team and external for the organisation and hidden problems that might surface and create major hindrance for Ken to deliver the project to Dogma and face tremendous loss not only financially but also damage on its image and reputation all across the industry. Analysing the cu
ent situation and factoring all the challenges I have also provided the recommendation to remediate the problem at hand. All these possible solutions and recommendations are concluded at the end of the report.
Issue one- One of the primary issue that was building up in the Ken because of which they weren’t available to deliver the project in required timeline and also in desired quality was because they were not able to comprehend the new technology of building a dynamic online li
ary of the 150 years of archives using the latest technology (XML and mark-ups). Although organisation had...