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Francine Washington recently assumed her new position as HR Director at NetBell, a call center organization with approximately 250 employees. Her staff includes a compensations specialist and a generalist who acts as Assistant Director. During her first weeks on the job, Francine has noted some issues that seem to be embedded in the organization's culture: call center workers do not have a career plan or a performance management plan, their compensation is determined simply by the number of hours they are logged in; most employees are hired through word of mouth (one employee refers another); and lastly, customers are complaining that it takes too long to reach a customer service person, and the Assistant Director has been arguing that they need to hire more employees.
The CEO does not agree, and has tasked Francie with developing a plan that will analyze work performance and determine what needs to be done to effectively increase performance, instead of hiring new employees. She needs to provide a strategic recommendation to the CEO.
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