Year: 2020
Type: article
Abstract: The call centre can be best described as an organizational system with three sub-systems made up of 15 sections. Systems are impacted by their environment and respond by outputting their own impact onto the environment (Jones, 2013; Kast & Rosenzweig, 2017). In the case of the call centre’s system, the environment is the caller (client), and the impact is the increased complexity in the types of questions asked. The call centre was impacted by clients who posed complex questions, and the system responded by outputting incorrect information to its clients (Internal Report, 2015). Internal research revealed that the system was unable to prepare its parts (sub-systems and sections) for the changes in the types of questions asked by clients (Internal Report, 2015). A solution was devised to transform the call centre into a system that is prepared to output correct information when impacted by changes to question types. The solution focuses on changing the formal learning process because its function is to prepare the system for outputting correct information. This organizational improvement plan (OIP) uses a transformational leadership approach to identify the problem, define the desired end-state, outline a strategy, and communicate the change plan.
Author: Allison Charlotte Alexander
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W3088717115