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Scenario (fictional): Silvan Container Works is a mid-sized organization that is also global. They sell most of their containers internationally although they are based in the U.S. The company’s containers are made with natural raw materials such as clay, stone, and natural woven fibers to create containers that are safe for a multitude of personal and industrial uses. They have a customer service department call center that is located in Germany where the customer service representatives (CSRs) are quadrilingual. The CSRs’ first language is German because management required they be native born German citizens with at least 15 years customer service experience when they were hired. The CSRs are a close knit group, and share stories with each other regarding their customers between their shifts and during their scheduled breaks in the employee break room. Their biggest complaint has been their lack of control over affecting results or problem resolution for their customers on the job.
Lately there have been excessive complaints logged into the Customer Relationship Management (CRM) System to which all the managers have access. There are customer complaints that the CSRs misunderstand the customer’s concerns and that they demonstrate a lack of empathy.
Discuss the potential problems and opportunities based on the limited information in the scenario.
Operations Management is about a book review. Title of the book is "Goal". This book has been written by Dr. Eliyahu Goldartt. The book has been appreciated by many as one of those books which offers an insight into the operations and strategic capac..
Operational plan pertaining to a hospitality enterprise is given in detail in the solution. The operational plan is an important plan or preparation which gives guidelines regarding the role and responsibilities of each and every operation at all lev..
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An analysis of the holding costs, including the appropriate annual holding cost rate.
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A number of drivers of change have transformed the roles, functions and responsibilities of an operations manager over recent years. These drivers have not only been based on technological innovations but also on the need for organisations to develop..
Compute the Optimal Order quantity of DVD players. Determine the appropriate reorder point.
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Prepare a staffing plan showing the change of your unit from medical/surgical staffing to oncology staffing.
Ccompare the effectiveness of different leadership styles in different organizations
Be able to understand the concept of risk, roles and responsibilities for risk management and risk management tools and models.
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