Executive Summary

Should our company hire temporary or new agents to handle increased demand for our service?

Brandy L. Spinks

Business 640

Dr. Atkinson

April 11, 2011

Abstract

The paper below discusses whether or not it is more beneficial to hire permanent employees versus temporary employees. There are several factors that can affect the decision making process and were discussed along with a preliminary analysis of the problem through the use of marginal analysis. The findings show that in this situation and based on the particular customer service industry, it would better for the company to hire permanent employees.

Executive Summary-

      The decision on whether or not the company should hire permanent customer service agents or full-time customer service agents to handle increased demand for our debt management program focuses on determining, through concepts like productivity metrics and marginal analysis, which solution will provide the highest profit maximization for the stakeholders. The company’s main decision makers deal with how to meet increased demand for our product, while still minimizing costs. Because of this, an assessment must be conducted to determine which solution best suits the company. The top executives and managers both must determine whether full time agents are more cost effective than temporary agents. Their goal is to reach optimal production levels while also maintaining the integrity of the company.

Certain variables like costs associated with producing additional output or longevity of the project all must be evaluated. Leadership is all about decision making and as a leader you must decide the what, where, why and who for your organization. Effective decision making leads to success for the organization, and by extension, for the leader. These decisions may not always be easy but an analysis is important to ensure required levels of input adequately meet levels of output. The analysis will also show that hiring full-time agents is...