Week Four Team Paper - Running head: WEEK FOUR TEAM B PAPER...

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Running head: WEEK FOUR TEAM B PAPER 1 Week Four Team Paper Team B Amber Bachus, Debbie Sommer, Nadine Calderon-Delgado, Sophee Mean, Lionel Sen-Sisay, and Brandi Rosch University of Phoenix Research and Evaluation1 RES 341 Russell Pierce March 13, 2011
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Week Four Team B Paper When a problem presents itself within a company, it is essential to long-term success that a timely and skilled response to the issue is set into action. A successful company will have a decision implementation method already in place as the authoritative structure of the company. However, organized as an implementation process may be, difficulty may arise when specifically identifying what the problem is and how the problem is to be solved. A business cannot begin progress in decision-making if the decision to be made has not been isolated and defined. AvantGuard Monitoring Centers will conduct primary research in an employee survey and secondary research obtained by management reviewing camera footage, Internet activity, and company reports. Through this research, the management team will receive answers to vital pieces of missing or unknown information, as it is relevant to the problems at the company. The problem that has surfaced at AvantGuard is how to classify the standard number of calls each operator is to be assigned on any given shift. Points to be considered include; how the shift times affect call volume, how operator personality types affect call length, and how to handle the differences in call volume between operators. The differences will come to light during business research as it pertains to these questions so AvantGuard and its management team can make appropriate decisions based on accurate information. Business research is defined as, “an organized, systematic, data-based, critical, objective, scientific inquiry or investigation into a specific problem , undertaken with the purpose of finding answers or solutions to it.” (Sekaran, 2003, p. 5) It is important for management to follow organized protocol when faced with problems in the workplace. When dealing with employees who display trouble in handing their responsibilities, an organized plan will help arrive at the root of a problem and avoid drawing conclusions from assumed
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information. The first step is developing the knowledge to recognize where the problem exists and help to conclude an effective solution. Once the problem is defined, the next step is to gather information, analyze it, and characterize factors linked to the problem so one may begin decision implementation. When gathering information through articles that could help identify potential problems areas at call centers and how to look for solutions, the team came up with a few key areas to explore in more depth. The first considerations are the employees’ attributes. In the article “What makes a good call-center employee?” (Smith, 2008, para. 1), the authors, looking at an attrition rate of 50%, state that employers need to match employees who have the right
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Week Four Team Paper - Running head: WEEK FOUR TEAM B PAPER...

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