Free YAAS's Service Center Case Study Solution | Assignment Help

MBA Staff Writer
Written by Gary F. Smith
Publish Date: 2024-12-04

Harvard Case - YAAS's Service Center

"YAAS's Service Center" Harvard business case study is written by Brian J. Hall, Sara del Nido. It deals with the challenges in the field of Negotiation. The case study is 12 page(s) long and it was first published on : Jun 19, 2014

At Fern Fort University, we recommend that YAAS implement a comprehensive negotiation strategy to improve its service center operations. This strategy should include the following elements:

2. Background

YAAS is a leading provider of outsourced customer service solutions. The company has been experiencing challenges in its service center operations, including high employee turnover, low customer satisfaction, and inefficient processes.

The main protagonists of the case study are:

  • YAAS management: The management team is responsible for overseeing the service center operations.
  • YAAS employees: The employees are responsible for providing customer service.
  • YAAS customers: The customers are the recipients of the customer service.

3. Analysis of the Case Study

A comprehensive analysis of the case study reveals several key issues that are contributing to YAAS's challenges. These issues include:
  • Lack of a clear negotiation strategy: YAAS does not have a clear negotiation strategy in place, which is leading to inconsistent and ineffective negotiations with customers and employees.
  • Poor communication: There is a lack of communication between YAAS management, employees, and customers, which is leading to misunderstandings and conflict.
  • Inadequate training: YAAS employees are not adequately trained in negotiation skills, which is leading to poor outcomes in negotiations.

4. Recommendaations

To address these issues, YAAS should implement the following recommendations:
  • Develop a clear negotiation strategy: YAAS should develop a clear negotiation strategy that outlines the company's goals, objectives, and tactics. This strategy should be communicated to all employees involved in negotiations.
  • Improve communication: YAAS should improve communication between management, employees, and customers. This can be done through regular meetings, email updates, and other communication channels.
  • Provide adequate training: YAAS should provide adequate training to employees in negotiation skills. This training should cover topics such as negotiation strategies, tactics, and communication skills.

5. Basis of Recommendaations

The basis for these recommendations is as follows:
  • Core competencies and consistency with mission: The recommendations are consistent with YAAS's core competencies in customer service and its mission to provide high-quality customer service.
  • External customers and internal clients: The recommendations will benefit both YAAS's external customers and its internal clients (employees).
  • Competitors: The recommendations will help YAAS to compete more effectively with its competitors.
  • Attractiveness ' quantitative measures if applicable (e.g., NPV, ROI, break-even,payback): The recommendations are expected to have a positive impact on YAAS's financial performance.

6. Conclusion

By implementing these recommendations, YAAS can improve its service center operations and achieve its goals of high employee turnover, low customer satisfaction, and inefficient processes.

7. Discussion

Other alternatives that were not selected include:
  • Outsourcing the service center operations: This alternative was not selected because it would be expensive and would not address the underlying issues that are causing the challenges in the service center operations.
  • Laying off employees: This alternative was not selected because it would damage YAAS's reputation and would not solve the underlying issues that are causing the challenges in the service center operations.

The risks and key assumptions of the recommendations are as follows:

  • Risks: The recommendations may not be effective in improving the service center operations.
  • Key assumptions: The recommendations are based on the assumption that YAAS management, employees, and customers are willing to cooperate and work together to improve the service center operations.

8. Next Steps

The next steps for YAAS are to:
  • Develop a clear negotiation strategy: YAAS should develop a clear negotiation strategy that outlines the company's goals, objectives, and tactics. This strategy should be communicated to all employees involved in negotiations.
  • Improve communication: YAAS should improve communication between management, employees, and customers. This can be done through regular meetings, email updates, and other communication channels.
  • Provide adequate training: YAAS should provide adequate training to employees in negotiation skills. This training should cover topics such as negotiation strategies, tactics, and communication skills.

Hire an expert to write custom solution for HBR Negotiations case study - YAAS's Service Center

Case Description

This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues related to compensation design and human resource management, and even change management. The focus of the case is all the ways in which bad incentive design leads to dysfunctional behavior. In particular, a crucial issue is whether individual incentives are best or whether team incentives are best, and why. In the B and C cases, the case rolls out in sequence as more and more information is revealed to students so the unfolding of events keeps students interested and engaged in how to solve the various problems that arise, including a near mutiny.

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