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Essay / Research Paper Abstract
This 4 page paper uses a case study to demonstrate the way systems analysis with a closed loop diagram can take place. The example of a call center is used, where there are problems in the quality of the service provided to the callers. The paper outlines the issues and the problems, identifies the variables and then uses a closed loop diagram to identify the different links between the variables. The bibliography cites 2 sources.
Page Count:
4 pages (~225 words per page)
File: TS14_TEsysanacall.rtf
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Unformatted sample text from the term paper:
issues with the way call centers provide their service. In some instances there may be complaints and issues regarding the concept and practice of off shoring, and it may be
argued as one do the issues which may impact on the service offered by a call centre. However, there are many potential issues and the reality is the customers main
concern in service terms is the standard of service they receive. 1. The problem in this case is a call center, which we will assume has not been off-shored and
is for a cable telecoms company. The call center receives calls from customers who have queries about their accounts, want to amend their accounts or want to purchase extra services.
However, in recent months there has been a sharp decline in the levels of customer satisfaction. Call rates have been down, customers have had to wait longer to have their
calls answered and when they do get an answer the average call length is higher than it used to be. It is known that there is a staff shortage.
The problem is one that is self compounding, the worse it gets for the employees the slower they seem to be working. There have been no changes in the system
used to answer calls and resolve issues, and there have been no technical ort other factors which has increased the volume of calls. There is an acknowledge problem in terms
of the number of staff that are currently working. This would explain why there are longer waits for calls to be answered, but it does not explain why it takes
longer for the call center staff to resolve issues when they have answered the call. The dissatisfaction on the part of the callers is not only the time taken to
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