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Management Theories 1 Edison Enterprise Recall Product 2382 Call Center Issues Thomas Edison University By: Kelley Paletko
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Management Theories 2 Abstract Edison Enterprises is issued a recall on Product 2382. This product is malfunctioning in higher heat conditions. Our Corporation is providing a reengineered part and associated labor for installation at no cost. Our team is working very hard to address the issue at hand. Senior management assured all employees that the recall issue should be resolved within 3 weeks. Every costumer has received a letter containing this information. The call centers are backed-up, causing employee daily tasks to fall behind because of the call center volume. There is also some tension between employees because of this stressful situation. Amanda Lorenzo is the customer service supervisor on a salary wage(not receiving any compensation for her overtime). Her call center is swamped even with extended Saturday hours. There is also backlogs up to 12 people on hold for at least 20 minutes. Lorenzo takes on calls at her desk to help the call-takers. These employees are wage earned staff members – who receive time-and-a-half per hour beyond their contract commitment of 40 hours. Lorenzo leaves early to be with her child and get ready for her part-time job while the call- takers work overtime until 5pm. Lorenzo also spends approximately 3 hours a day on the telephone, while her other responsibilities are falling behind. In an effort to manage effectively, Lorenzo has asked Rick Paulson( maintenance worker) and Tyrell Winston(Warehouse manager) not to distract
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Management Theories 3 the call takers. In return this has created a less-than-friendly work environment because feels appear to be hurt. As a result, there is little social interaction between Lorenzo and her staff.
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