Title

Business proposal for strategic relocation of the customer services department of Guru corporation from Mexico to Pakistan office

Author

Syed Jahanzeb Shah

Degree

Master of Business Administration Executive

Faculty / School

Faculty of Business Administration (FBA)

Year of Award

2015

Project Type

MBA Executive Research Project

Access Type

Restricted Access

Keywords

Business plan, Customer services, Corporation services

Executive Summary

Guru Corporation is a US based online design firm with offices in Langhorne USA1 Mexico and Pakistan. Our company provides online design services in the field of Branding, Web design and Web development, SEO, and Digital Marketing Solutions.

The following research is based on a business plan to relocate the customer services department of Guru Corporation from Mexico to Pakistan Office. The study includes complete analysis of Guru corporation customers lifecycle for the services rendered. These customers are identified in 3 different categories based on their buying patterns:

1. Customers with one time purchase

2. Repeat customers/Recurring billing

3. Affiliates and Resellers

The need for relocation of the customer services department of Guru Corporation is identified based on the following concerns identified during the day-to-day operations:

1. Lack of technical understanding by existing account managers at the Mexico Office.

2. High cost of human resource

3. Frequent Communication Issues with the offshore operations team in Pakistan due to lack of proper understanding of client feedback about the services.

The business plan will also include data based on our customer satisfaction feedback which will help identify the areas customer services has to focus and also it provides an opportunity for the customer services department to become a bridge between the customer and the company hence identifying and providing valuable information about the product and services.

The plan will also provide a study of US culture and understanding of their business/personal and cultural requirements in order to provide better service.

Pages

87

Link to Catalog Record

https://ils.iba.edu.pk/cgi-bin/koha/opac-detail.pl?biblionumber=55373

Recommended Citation

Shah, S. J. (2015). Business proposal for strategic relocation of the customer services department of Guru corporation from Mexico to Pakistan office (Unpublished graduate research project). Institute of Business Administration, Pakistan. Retrieved from https://ir.iba.edu.pk/research-projects-emba/302