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Essay / Research Paper Abstract
This 8 page paper answers a series of questions set by the student. The first part of the paper puts forth a plan for improving performance of a banks call center, including SMART objectives and outlines a plan for the implementation. The second part of the paper looks at how performance assessments can be undertaken objectively. The third part of the paper discusses what is meant by poor performance. And the last part of the paper considers grievance and disciplinary procedures. The bibliography cites 4 sources.
Page Count:
8 pages (~225 words per page)
File: TS14_TEplanimp.rtf
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Unformatted sample text from the term paper:
the service that is offered, from in branch banking services to the call centers. A major area of discontent is the way in which telephone banking takes place; customers do
not like to be kept on hold while they wait for a customer services staff to answer their call. The length of the call can also vary, and can sometimes
result in the call being transferred to a number of different people. The bank may want to improve their call center performance. The first stage is to assess where the
firm wants to be and then look at where they are, identify the gap between the current performance and the goal and determine how to move from the current position
to the designed position in a realistic manner. Using the SMART objectives is a good start to developing a plan. The goal is to increase the call
rate so that the 95% of the callers do not have to wait more than 30 seconds for their calls to be answered, and for 80% of call to be
dealt with by the original customer services representatives that answers the telephone, and 15% to be have the call closed after only one transfer. These are basic specific measures that
are likely to help increase the level of customer satisfaction. These are all timings that are measured, and such the existing systems can facilitate the measurements. These are achievable,
the current levels are below this, but the improvement sought is one that is possible with the current level of staff and equipment. The level of resources should be sufficient
to out a plan into place; so they are also realistic. The objectives should be met within a 6 month period. The organizational objective is to remain customers, provide
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