Critical Thinking

Critical Thinking Process

Problem: Prove liquidation rates and recovery on delinquent accounts 1-30 days past due will not mirror those 24-36 months past due

Step1: Upon my manager presenting an action plan to me for reasons I felt was unfair, I realized my word would not hold as much weight as one with multiple years in this said realm. I asked..."If I prove to you, liquidation rates would substantially drop on older accounts, would you omit the written disciplinary action form from my permanent records?" He agreed for various reasons. I've been a great leader for the company 5 years. I generated countless amounts of revenue for him and his firm. I reduced the risk of law suits monthly alongside producing a positive environment. I researched to determine the Attorneys he respected the most in the industry. I then asked each of them to forward me a 1-2 paragraph explaining why they believe the liquidation rates would not mirror one another. I also suggested supportive detail by producing reports indicating the drop offs and recovery rates for their clients. Each Attorney provided me reports along with additional training documents to present to my staff. Upon submitting the information to my Manager, I realized all disciplinary actions are not negative. I found an opportunity to establish a relationship with people I didn't know as well as obtained addition training material at no cost.

Step2: Upon reviewing the huge drop off in recovery from accounts we recovered with 1-30 day past due notices compared to 24-36 months, several concerns were evident. I compared previous months and year end trends to those current. I noticed our process didn't change, but our bottom line did. The Customer Service Representatives became irritable, because their commission had dwindled as well. I then determined our key employees began seeking employment elsewhere.

Step3: I decided to evaluate the facts and remove emotions.

What is the obvious concern? I must identify...