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Essay / Research Paper Abstract
This 10 page paper considers a scenario where there is a need for change and then considers how the change can take place in different logical stages. The example used is a call centre where there is a need to change management style. The bibliography cites 5 sources.
Page Count:
10 pages (~225 words per page)
File: TS14_TEimpchg.rtf
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Unformatted sample text from the term paper:
will be success. In the example we will use there is a company which is supported by a call centre. The call centre deals will all incoming calls regarding the
service of the product that is sold. The product itself is high quality, but the service levels in the call centre are poor. An investigation has identified the root cause
as being poor motivation as a result of poor management techniques which have focused more on scientific management with an autocratic style. There is the need for change. By looking
at a problem such as lack of motivation as a result of poor management there are impacts seen within the department as well as throughout the organisation. In the department
there are low productivity levels which are low due to work rates but also are impacted by high staff turnover and high absenteeism rates. This has a financial cost to
the company, both in the running f other department and also the recruitment and training of new staff. For the company as a
whole the poor service is a threat as it is weakening the overall performance of the company. As a contact point with the customers it is also undermining to god
product and the good service that is offered when repairs or service calls are necessary. The engineers have found that when they attend a repair call often the customers are
complaining about the call centre, which in turn makes their jobs harder. The engineers are finding they are having to convince individuals that the company is good, this slows down
their work. They ate also finding that some basic advice is not given, which would have saved a service call and satisfied a customer more quickly.
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