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Short Paper Module 6

The document proposes introducing a mobile application for residents to report maintenance issues directly to an apartment maintenance organization. This would improve efficiency and customer satisfaction by allowing faster response times and higher resident retention through a more customer-centric approach. A top-down approach would be used to implement the change by training all employees on the new procedures and technology.

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Majida Malikic
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46 views2 pages

Short Paper Module 6

The document proposes introducing a mobile application for residents to report maintenance issues directly to an apartment maintenance organization. This would improve efficiency and customer satisfaction by allowing faster response times and higher resident retention through a more customer-centric approach. A top-down approach would be used to implement the change by training all employees on the new procedures and technology.

Uploaded by

Majida Malikic
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Sedin Malikic

4/6/2023
Module 6
Short Paper

As a worker in the apartment maintenance sector, I believe that implementing innovative


technology could greatly benefit our organization. One change that I would propose is to
introduce a mobile application that residents can use to report maintenance issues directly to
our team, using a top-down approach. According to Forbes, "customers demand convenience
and immediate resolution" (Parker, 2019), and a mobile application would provide just that.
The value that this change would bring to our organization is improved efficiency and
customer satisfaction. By using a mobile application, residents can quickly report maintenance
issues as soon as they arise, and our team can respond quickly to address them. This would
lead to faster response times, fewer issues going unaddressed, and higher resident retention.
According to a study by Hubspot, a customer-centric approach is the best way to improve
customer satisfaction and retention (Johnson, 2022), and the introduction of a mobile
application would do this.
In order to implement this change, we could follow a top-down approach. Management,
like the Property Manager and Maintenance Supervisor, would lead the process and
communicate the changes to all employees. They would ensure that everyone is aware of the
new procedures and how to use the app effectively. This would also involve setting up training
sessions for employees to learn how to use the app and troubleshoot any issues that may arise.
One example of how this change could work in practice is if a resident experiences a
leaky faucet in their apartment. They can simply open the mobile application, select the
appropriate category for their issue, and submit a photo and description of the problem. Our
team would receive a notification of the issue and can quickly respond to fix the leak. The
resident can also receive updates on the status of their maintenance request, so they know
when to expect our team to arrive in their apartment and when the issue is resolved.
In conclusion, introducing innovative technology in the form of a mobile application
would greatly benefit our organization by improving efficiency and customer satisfaction. By
using a top-down approach, we can ensure that all employees are trained and comfortable with
the new technology, and that everyone is working towards the same goal. Overall, I believe that
implementing this change would be a positive step for our organization.
References:

Johnson, B. (2022, December 12). 8 tips for becoming a customer-centric organization. HubSpot
Blog. Retrieved April 6, 2023, from https://blog.hubspot.com/service/customer-centric

Parker, B. (2019, February 14). Council post: Redefining the customer experience in the age of
convenience. Forbes. Retrieved April 6, 2023, from
https://www.forbes.com/sites/forbesfinancecouncil/2019/02/14/redefining-the-custome
r-experience-in-the-age-of-convenience/?sh=273e386a4cf9

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