LDR 531 Week 4 Addressing the Challenges of Groups and Teams - 36531

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Your Learning Team is the management staff for a

contracted customer-service call center of Desert

Communications Inc., a major wireless telecommunications

organization. Each manager has no more than 10

employees to manage, and he or she oversees the

operational output of his or her team. Each employee

performs a series of functions including providing customer

support, responding to service inquires, and answering

billing questions. Employees are encouraged to offer

additional services to help maximize the profit of Desert

Communications but are not required, per their performance

reviews, to do so.

Because of a change in the communications industry, Desert

Communications’ net profit has declined. Because demand for

communication products has declined, Desert Communications has

begun a strategic movement to reallocate their resources to

capitalize on the added services of the communications industry.

Examples include phone insurance, additional minutes, roadside

service, and so on. To do so, they have asked your team to integrate

strategies that would help generate the profit needed. Aside from

evaluating your employees on customers’ satisfaction ratings, you

must assess your employees based on the percentages of services

they can sell during each service call.

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LDR 531 Week 4 Addressing the Challenges of Groups and Teams.docx
LDR 531 Week 4 ...