Capstone Experience (Strategy and Alignment) 1 Assignment

Capstone Experience (Strategy and Alignment) 1 - Assignment Example ot given the authority nor the responsibility to address customers’ complaints, the process of resolving these issues would be delayed and would cause dissatisfaction. In the current process, whenever there are customers who complain, the issue is elevated to the supervisor or manager for the needed decision. The structural misalignment using the RAEW tool is responsibility without authority (Strategy and Alignment, 2014). As emphasized in the RAEW tool, the â€Å"technique is intended to clarify to people the part they play in performing a specific business function within the enterprise† (YouSigma, 2008, p. 1). Thus, it identified the role and responsibilities of the customer service representative and those tasks outside of their jurisdiction. The misalignment could be fixed with clearer policies and procedures regarding addressing customers’ complaints. The organization could determine the usual complaints encountered in their work setting and determine the appropriate ways to address these. Thus, routine complaints could be addressed directly by the customer service representatives without referring the matter to their supervisors. In this regard, resolution to customers’ complaints would be immediate and