Soraya LOPES _S40078904_Complex Problem solving Assessment 2
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A20044 Complex Problem Solving
Assessment 2
Question 1:
a.
Prepare a brief on the proposed solutions that you and your team have come up with.
Please ensure you write the report as per organizational requirements. Remember the
report will be sent to all the stakeholders involved in this project.
COMPANY PERFORMANCE OVERVIEW
Introduction:
Medibank has faced numerous challenges resulting from inadequate
management and external issues, adversely affecting the organization's overall performance.
The CEO entrusted me with investigating issues related to human resources and customer
satisfaction. Subsequently, I took actions, and this summary outlines the strategies employed to
address these challenges.
Purpose Statement:
This summary aims to elucidate the underlying problems confronting
Medibank Australia and propose viable solutions to enhance the company's performance.
Challenges in customer service and the work environment prompted the formation of a task
force tasked with devising solutions.
Problems Profile:
The organization grappled with customer-centric and employee-centric
issues. To address these challenges, the task force proposed several solutions, including staff
training on customer handling, upgrading organizational systems, increasing call center staff,
and promoting employee career development.
Resources Required:
Implementation of these solutions necessitates acquiring essential
facilities. Organizational support, top management approval, supplementary budget allocation,
and adequate personnel are crucial for successful execution.
Challenges in Implementation:
Encountered challenges include insufficient capital, delayed
approvals hindering timely execution, and a lack of full management support, especially for
high-cost solutions.
Conclusion:
While solutions are available, the key initiatives must be implemented to ensure
organizational performance improvement.
1.
b)
Attached video
Question 2 a
Complex Problem Solving Issues Register Attached in excel document
Question 3:
Based on the analysis of the feedback, it has been found that the solutions provided for the
following problems won’t suffice.
Long Wait on Hold
Support agent is unfriendly or rude
a.
What else could be done to ensure that these problems are eradicated? Write an email
to all the stakeholders explaining a few other options to solve the above two
problems.
From:
Stakeholders@gmail.com
To:
sorayalopes@gmail.com
Subject: Seeking Feedback and Approval For Improved Customer Service Solutions
Dear stakeholders,
a)
I trust this email finds you well. I would like to share some insights based on recent
feedback gathered and raise some solutions to address specific concerns raised by our
esteemed stakeholders.
I.
Long wait on hold.
From the recent feedback gathered, some customers have experienced long wait
times when contacting our customer service. To reduce the extended wait times we
will consider implementation of interactive voice response (IVR) system. Alternatively,
we will consider analyzing call volume data to optimize staffing levels on peak time to
ensure on time response.
II.
Support agent unfriendliness:
Some stakeholders have experienced unfriendliness or rudeness from our service
center. In this regard, conducting training on emotional intelligence will foster positive
interaction with the customers. Also ensure the well-being of the employees is a
sorted to ensure positive work environment which can later determine the
interactions impact with the customers.
b)
Risk associated
These solutions are aimed to improve the operations as highlighted by ours esteemed
customers but it is good to look at the shortcomings involved like
Implementation cost: to implement new systems as highlighted above requires
resources which is always scarce in nature.
Transition period: It will require some time to switch from current system to
the proposed system and for staff to adjust to it.
c)
To ensure successful implementation and address of the concerns raised, we kindly
ask for your approval to the proposed solutions as we are certain with your support
will be able to satisfy the customer needs.
Your feedback will be of greater importance to us as we get eager to move in our
commitment to provide excellent service.
Thank you for attention.
Kind Regards,
Soraya Lopes.
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