1) The document describes a case study about an international company that provides check-in systems at airports. It has introduced shift work among its 8-person technical support department.
2) The problem is that when clients contact the company, they do not know which employee will handle their issue or if that employee will be familiar with their specific problem.
3) To address this, the proposed procedure is to install messaging software that prioritizes issues based on client-selected severity. It allows employees on different shifts to see urgent unresolved matters and track the status of prior issues.
1) The document describes a case study about an international company that provides check-in systems at airports. It has introduced shift work among its 8-person technical support department.
2) The problem is that when clients contact the company, they do not know which employee will handle their issue or if that employee will be familiar with their specific problem.
3) To address this, the proposed procedure is to install messaging software that prioritizes issues based on client-selected severity. It allows employees on different shifts to see urgent unresolved matters and track the status of prior issues.
1) The document describes a case study about an international company that provides check-in systems at airports. It has introduced shift work among its 8-person technical support department.
2) The problem is that when clients contact the company, they do not know which employee will handle their issue or if that employee will be familiar with their specific problem.
3) To address this, the proposed procedure is to install messaging software that prioritizes issues based on client-selected severity. It allows employees on different shifts to see urgent unresolved matters and track the status of prior issues.
1) The document describes a case study about an international company that provides check-in systems at airports. It has introduced shift work among its 8-person technical support department.
2) The problem is that when clients contact the company, they do not know which employee will handle their issue or if that employee will be familiar with their specific problem.
3) To address this, the proposed procedure is to install messaging software that prioritizes issues based on client-selected severity. It allows employees on different shifts to see urgent unresolved matters and track the status of prior issues.
Case Study An international company is responsible for the check-in systems at airports. There are eight employees in the Technical Support Department and shift work has been introduced. This has been divided into four shifts, with two employees on each shift (four teams of two). In order to make the shift work fair, shifts are rotated, so that each week an employee's shift changes to the later time. This means the same two people do one shift for only one week at a time before it changes. As the team is made up of both new and existing employees, none of the clients are allocated to one particular employee. The employees work for all clients and the team leader distributes the tasks, queries and problems among them as they arise. The problem When clients email or call, they never know who they will deal with or if the member of staff will have knowledge of their specific problem. The emails and calls are generally to report problems or bugs, or to ask for support. It is essential that these are prioritized so the most urgent problems are dealt with immediately.
Your task is to decide on a possible procedure so that communication with clients is easier and more efficient for clients. Discuss the problem and create a procedure to present to the rest of the class. Consider the following points. 1) Who prioritizes jobs? The leader is who given a list of the categories of messages or calls to their employees. the list is obtained from a previous analysis, this list is given to each team and they will give a solution to client. 2) How are they prioritizes (i.e. which type of calls/ emails are most urgent)? When clients send their messages there an option where they can choose the type of problem and the severity of the case, so when employees receive the messages, they can be classified with quickly while employees can find an instant solution. 3) How do the employees on a different shift know whats urgent when they arrive at work? Their computers have installed messaging software which is interconnected with the emails of employees. To the employees this system allows them to see which messages have already been reviewed and given a solution, also messages that arrive according to severity are red and green. 4) When are emails checked? The system keeps track of the messages that have already been reviewed and resolved, and the other messages are remain with an X and their respective color, for shift workers the revise. 5) What happens to the queries/ emails after someones read team? Employees are trained to solve any problems, but they first will resolve the biggest problem and the solution will remain registered in the system. 6) What happens to phone calls? Are they documented? How? Telephone calls for a policy of the company are recorded, so they are recorded and keep in the computer 7) Who checks that jobs have been done? The leader verifies how much cases have been resolved for each employee, the computer keep the cases that have been permanently stored. 8) How do the employees on the different shifts know when the jobs have been done? When employees change shifts, they continue with their work on computers because the messages that have been resolved are recorded and will begin opening other messages.
In conclusion to Improve our Communication with the client, the company have installed a messaging software, this system stores messages and with the help of the client, the client sends its messages, choose the type of emergency and the system classifies message, also the calls are Recorded and stored, the employees read the messages and give a solution, so there is no confusion with employees arriving at shift change.
YOURE ON HOLIDAY IN THE CARIBBEAN WHEN YOUR MANAGER CALLS ABOUT AN UNFINISHED REPORT NATALIA: Good morning lady Andrea Sorry for the inconvenience, But we have a problem
ANDREA: Hi Natalia, This is not a good time to talk, I'm on vacation
NATALIA Excuse me but this is essential to company I must tell you that the goods that we import can not leave the aduana
ANDREA Natalia, what exactly you want to say, Because all the papers of import were correct Natalia are you whit me
NATALIA If I'm with you, The problem is that we need a signature to approve to carriers that withdraw our merchandise. ANDREA Natalia, ok do not worry Could you send me the papers to sign for fax and then I shipping this papers again Is that clear? NATALIA Yeah, thats clear ANDREA I'm sorry but I have someone on the other line, I leave you bye NATALIA Thanks Andrea any updates I'm communicating you.