Acumen Restaurant

Improvement Proposal Template

Prepared by: Prabhjot Khera

Situation:
 Customer calls to our helpline are currently answered by an assistant who asks the
customer if they are calling to report a new problem or to check the status of a
previously reported issue.

Proposed Solution:
Handle the situation in a calm manner

Steps Involved:
 Purchase a new phone routing system that would allow these capabilities.
 Test the new routing system.
 Communicate the new workflow to customer service representatives.

Benefits:
 Assistants can be free to do other tasks. Each assistant typically answers 30 calls per
day.
 Customer service would improve.

Potential Constraints – time, money, resources

 The system will be expensive, and will take some time to set up. But in the long term,
this will free up staff to do other tasks, so it will be worth the investment.