Based on the CRM work you have done throughout this course, you are now called on to act as a consultant to apply your knowledge to other industries that have an existing CRM program that would be beneficial to employees and organizations to reduce human error and improve employee efficiency.

Research an agency that employed a CRM program in a similar or different way than was identified in the aviation article from Week 2. (This can be your current employer, any organization you are familiar with, or an organization you research as an outsider.) The article is linked in the week 2 paper assignment description.  It defined CRM as “using all available sources — information, equipment and people — to achieve efficient operations.”  You do not need to choose an organization that specifically calls their process CRM: just describe their process of using “available sources — information, equipment and people — to achieve efficient operations.”

[If you simply Google CRM you will find reference to various software programs involved with Customer Relations Management. That is not what this assignment is about! Do not write your paper on the establishment of software programs, or of customer relations, but of Crew Resource Management training programs as described in the Week 2 article.] 

Write a 1,400- to 1,750-word paper in which you describe the organization and provide evidence of how this CRM process was implemented. Include the following in your response:

·       Distinguish between various team concepts as they relate to performance in this organization.

·       Explain the difference between leaders and managers, as well as the influence and power they may have on the success of this organization.

·       Evaluate at least two theories of leadership and the role that leaders utilizing these theories play in this organization.

·       Analyze the general effects on the organization that may result from their management processes, referencing the concepts of organizational development and various organizational theories.