Carphone Warehouse

Over 11,500 people are employed by the British-based mobile phone company Carphone Warehouse which operates about 2500 outlets throughout Europe. Carphone Warehouse has a net worth of 57 million pounds and annual revenues of about 10 million pounds. Due to its investment in business process management, Carphone Warehouse has seen a 25% rise in customer satisfaction and a turnover of approximately 3.5 billion pounds (Goodwin, 2011). To assist the staff with sales, inquiries, and complaints across all of the outlets, the company adopted business process administration software called How2. The software provides visual guides to the employees on the possible queries, thus problem-solving is fast and efficient in the stores.

Motivation and Competitiveness

Carphone Warehouse motivation to adopt the How2 as a business process management was because many of the employees from the different stores frequently called the back office at the headquarters seeking advice on how to solve issues and requests from the customers, thus wasting time and resources (Goodwin, 2011). The company expected the BPM project to assist in the global competitiveness because most of the organizations were focused on a sales-driven culture instead of a customer service one. Consequently, its implementation would ensure customer satisfaction.

Challenges of the Project

Some of the challenges the BPM project faced include persuading the employees and processing the work operations by adopting the How2 system. Most people fear changes in the workplaces due to many reasons. For example, they may not cope with the transformations and thus end up losing their positions (Promes, 2016). Besides, Carphone Warehouse used a lot of resources to create awareness like the launch party and goody bags.

Success or Failure

Carphone Warehouse Company was very successful due to some factors such as the use of the How 2 software by the staff in the different store at the electronic point of sale (EPOS) (Goodwin, 2011). Additionally, another implemented element was the application of a graphic interface to give answers to queries.

References

Goodwin, B. (2011). Carphone Warehouse uses business process management to increase customer satisfaction. Retrieved from http://www.computerweekly.com/news/2240105081/Carphone-Warehouse-uses-business-process-management-to-increase-customer-satisfaction.

Promes, M. (2016). Change management and organizational learning in a new working environment: A longitudinal and mixed methods research design. München Herbert Utz Verlag