Jade Louise McKenna

Understanding Innovation and change in an organisation

Background

I currently work as a Contact Centre Team Leader within QVC UK. QVC is a growing organisation within the Television shopping and retail sector, we are the UK’s most popular Television shopping channel with over One Million active customers. Currently broadcasting into every home with a TV in the UK, QVC is a distance seller, customers order all types of items aired via the call centre, automated and online services. We beat the likes of Amazon, Virgin Atlantic and Marks & Spencer to be named the third most trusted brand in a recent customer insights poll, proving we're a force to be reckoned with and a brand you can trust We beat the likes of Amazon, Virgin Atlantic and Marks & Spencer to be named the third most trusted brand in a recent customer insights poll, proving we're a force to be reckoned with and a brand you can trustWe beat the likes of Amazon, Virgin Atlantic and Marks and Spencer to be named the third most trusted brand in a recent customer insights poll, proving we are both a force to be reckoned with and a brand that can be trusted. We beat the likes of Amazon, Virgin Atlantic and Marks & Spencer to be named the third most trusted brand in a recent customer insights poll, proving we're a force to be reckoned with and a brand you can trust We beat the likes of Amazon, Virgin Atlantic and Marks & Spencer to be named the third most trusted brand in a recent customer insights poll, proving we're a force to be reckoned with and a brand you can trustBased in Knowsley Liverpool, I work within the contact centre and currently manage a team of 19 Customer Care agents. My team are the first point of contact should something have gone wrong, they resolve queries and offer advice to our customers on a daily basis. I coach and develop my team with a strong focus on both customer experience and Key performance indicators such as; average handling time, quality and attendance; all of which have an expected level of performance. I monitor performance and take decisions on next steps where necessary this could include anything from coaching to a disciplinary action in line with QVC policy. I support my team to achieve and I drive QVC difference values (company ethos).

AC 1.1 Explain the benefits of innovation and change for the organisation
There are many benefits to innovation and change within an organisation. Within my organisation we have reaped the benefits of innovation and change within the past 10 years. New technologies have meant that the retail industry has changed drastically within this time frame, many organisations which did not embrace the technological age have since gone bankrupt and closed down whereas QVC was able to be innovative we adapted our approach and invested and embraced new ways of shopping; this innovative step meant we were one of only a handful of similar companies who continued to see growth throughout the recession. Further benefits of this organisational change meant that customers were able to shop using the web, tablets, smart phones and automated systems, we were able have recruitment campaigns each year, profits from the UK growth gave confidence in the Global QVC leading to the opening of QVC Italy and China. Benefits of change have meant that QVC is able to give back to the local environment, employing people from a socially deprived area and working closely with schools to develop and encourage school leavers. A further example of innovation and change would be Team Leader BIG group. A business Improvement Group was created and I was selected as a Team Leader to take part. The organisation uses the six sigma ethos to be encourage innovation and the implementation of change. The BIG group has meant that the Team Leader work load has been reviewed, trials have taken place of new ways of working, employees are able to provide open and honest feedback and a mass amount of wasteful admin tasks