Introduction
The fundamental emphasis of the article "The Ottawa Way Thrives" is based on the pursuit of Ottawa County to embrace a customer-centered approach to provide better-quality services to the clientele. The key driver of this undertaking involves promoting good business relations amongst clientele and the service providers within Ottawa County. In recent years, most business entities have understood that client experience is vital to the success of a business. Therefore, most business entities have embraced this culture for sustainability and accomplishment. Ottawa County is an excellent example of an effective customer-centric culture because it is a renowned area due to the guests and tourists that frequent the county. The services provided by the county are supervisory in nature and unchallenged, therefore developing an improved consumer experience for all individuals. The paper seeks to offer a comprehensive review of the article and how communication is essential in strategic planning.
Article Review
The article is mainly centered on Ottawa County integrating the initiative to embrace customer-centricity within the business to improve customer allegiance and gratification and drive repeat business and increase the profit margin. Ottawa County is found in Michigan State. It is situated on the South-West of Ohio State, which is considered home to approximately 272,000 individuals who reside on Lake Michigan's shorelines. The region similarly has most of its terrestrial under county parks and attractive, beautiful features that favor it as a vacation area. Holland, which is considered the Tulip Time Festival of Michigan, and the Grand Haven's Coast Guard Festival are well-known for Michigan carnivals. The existence of such amenities necessitates improved client service that meets the visitors’ needs. This resulted in county representatives pursuing consultancy services from the corporation of the chart-topping writer of “The Disney Way.” This is attributed to the county’s theme that makes it bear a resemblance to a Disney outlook and requires excellent client service of such nature.
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Significant Points used to Support the Premise
The phrase term consumer-centric defines such cultures that are primarily aimed at guaranteeing consumer gratification. In recent years, many questions have been raised regarding why Ottawa County should be concerned with client services, whereby county representatives contended that the region had gained its reputation due to individuals that dwell, tour, and carry out business activities. This signifies that the county is obliged to providing outstanding services, inhabitants, and personnel. According to Vanderberg and Capodagli (2015), apart from the direct impacts presented due to the business entity's occupations, there are various indirect impacts when an entity procures production materials and services locally. Moreover, the generated impacts from wage movement utilized for freshly appointed personnel that might present new opportunities to other business entities are considered as several impacts on employment in regions such as Ottawa.
How the Facts are Pertinent to How Communication Impacts Strategic Planning
Because such customer-centric methods necessitate employer preparation on the response to consumers, it would therefore be beneficial for such public offices that were instituted to offer service to the clients. The sole aim involves creating an environment comparable to the Disney Way culture. The seminars for the leading team are intended for the enhancement of consumer relations to facilitate the enhancement of consumer experience. The ultimate team would mainly be comprised of 33 subdivisions, offices, courts, and agencies that could represent the entire Ottawa County. Foremost, the county embraced the Disney client service philosophy. The culture would facilitate assessing the progress and attainment of set objectives and goals of the county leadership. The set goals consist of preliminary value that would guarantee trust among consumers and the business entity, therefore, improving the experience. Strategic planning facilitates the definition of the fundamental objectives and standards.
Second, developing a code of conduct enhances a culture of service intended for instilling a sense of value to the clients. Customer value increases the purchasing powers and improving business relations. Moreover, developing a roadmap for changes during the training sessions is crucial for the business's success. The element of communication is vital in strategic planning is essential as it initiates distinctive priorities and offers an explicit framework for attaining the set objectives. The team's vision and mission set a clear path for the attainment of the goals. According to Vanderberg and Capodagli (2015), VMOSA is critical in strategic planning. As a result, Ottawa had a hands-on approach to achieve their goals through the set approaches.
The training functioned as a critical motivator in removing the old value and replacing it with a fresh method of carrying out business within the county. Training programs are productive in various ways. In this instance, the training program gave the leaders the opportunity to learn new ways and methods of enhancing client service and experience. Open communication is similarly a vital aspect of strategic planning, as witnessed in the dissemination of concepts that would develop a healthy culture. The idyllic rule was considered productive as it offered an understanding of the kind of treatment clients should be accorded. All the aspects are vital in implementing the strategic plans and goals.
Conclusion
Based on the article, several elements highlight the significance of communication in strategic planning. For example, the institution of the mission and the vision of the leading team greatly assisted in describing the resolve of the entity that entailed improving client experience. Conveyance of these proclamations to the personnel facilitates an explicit understanding of the numerous aspects. Training sessions are equally significant in effectively conveying the intentions to the persons. It encourages open communication amongst the various parties, therefore, creating a healthy culture. The Ottawa way is considered as one the actual examples as to why communication is vital in strategic planning and why client experience is an essential factor in the success of a business.
References
Vanderberg, A., & Capodagli, B. (2015). The "Ottawa way" thrives. Public Management , 97 (6), 14-18.
