Submitted by: Submitted by meiji
Views: 149
Words: 527
Pages: 3
Category: Business and Industry
Date Submitted: 09/02/2014 03:21 AM
ARELLANO UNIVERSITY
Jose Abad Santos Campus
3058Taft. Avenue, Pasay City
Production Management (TTH 2:30 – 4:00)
Case Analysis
In
Bankusa: forecasting help desk demand by bay
By: Dela Peña, Analyn L.
Lopez, Paul
Galit, Ramil
Celeste, Venus
Background of the Case:
The Help Desk of BankUSA is the primary customer contact unit within fiduciary operations. The department consists of 20 employees broken down into 14 full-time customer service representatives (CSRs), 3 CSR support employees and 3 managers (Collier & Evans, 2013). The senior manager of the Help Desk, Dot Gifford, has established a team to address short-term forecasting.
The Help Desk currently handles approximately 2000 calls a week from over 50 different internal processes and organizational units. This comprises approximately 98% of their daily call volume. The remaining 2% of calls originate from designated external customers that are mostly comprised of large estate and trust administrators. The team has several additional items to discern in addition to the short-term forecasting of call volume and must be ready to review all items at an informal presentation in 10 day’s time.
View Point: Dot Gifford
Time Frame: Present
Statement of the Problem: The Company can’t accommodate customer quickly because of heavy demand every day.
Objective:
General: To determine how to increase the overall effectiveness and improve the planning of the Help Desk business unit for BankUSA for its effective and efficient service.
Specific: To know what the service management characteristics of the customer service representative needed.
SWOT Analysis:
Strengths
* Productivity of the employees
* Technologies used.
* Worldwide business.
* Knowledgeable, competent staff
* Desire to provide excellent customer service
Weaknesses
* Large volume of customer calls.
* Few employees accommodate customers.
Opportunities
* International expansion
* More customers available.
Threats
*...