Control Method
Learning Team D Control Measures
Gennie Harris, Tonya Starks, Nicole Jones
MGT: 521- Management
July 8, 2013
Instructor Name: Marvin Jones
Control Methods
Nikki
With being a manager of call center, the job comes with many responsibilities. Some of the responsibilities include scheduling and being responsible for other employees’ work ethics and actions. To ensure effective and efficient work of individual employees, I would have surveys done by their peers and customers. The surveys will evaluate how well they treat a customer, if their customer service is up to par, and how well they handle problems that come about. I would also have individual employees’ go through a quarterly review to discuss how they are doing with sells, customer service, and what needs to be worked on if there are any problems. While being responsible for established employees’, any new employees’ that come in will come in on a probationary period. After the probation period is over, the individual will be evaluated with surveys completed by their peers and customers, and will be reviewed by me as their manager and my boss.
As the manager of the call center, I would come up with surveys to evaluate the entire call center. Surveys would be done by all employees’ from the top boss to first level managers. I would also send out surveys to random customers who have purchased times shares and let them give feedback on how our company handled their transactions. After all surveys have been turned in, I would make copies for myself and my boss and then send the originals to the president of the call company. When all surveys have been reviewed, I will hold a meeting discussing the surveys along with the changes that need to be made, if any and reward those employees’ who received great reviews.
Gennie Part
Feed Forward Control Method
I would use the Feed Forward Control Method because it would allow me to be able to recognize any problems that may arise within the call center
Gennie Harris, Tonya Starks, Nicole Jones
MGT: 521- Management
July 8, 2013
Instructor Name: Marvin Jones
Control Methods
Nikki
With being a manager of call center, the job comes with many responsibilities. Some of the responsibilities include scheduling and being responsible for other employees’ work ethics and actions. To ensure effective and efficient work of individual employees, I would have surveys done by their peers and customers. The surveys will evaluate how well they treat a customer, if their customer service is up to par, and how well they handle problems that come about. I would also have individual employees’ go through a quarterly review to discuss how they are doing with sells, customer service, and what needs to be worked on if there are any problems. While being responsible for established employees’, any new employees’ that come in will come in on a probationary period. After the probation period is over, the individual will be evaluated with surveys completed by their peers and customers, and will be reviewed by me as their manager and my boss.
As the manager of the call center, I would come up with surveys to evaluate the entire call center. Surveys would be done by all employees’ from the top boss to first level managers. I would also send out surveys to random customers who have purchased times shares and let them give feedback on how our company handled their transactions. After all surveys have been turned in, I would make copies for myself and my boss and then send the originals to the president of the call company. When all surveys have been reviewed, I will hold a meeting discussing the surveys along with the changes that need to be made, if any and reward those employees’ who received great reviews.
Gennie Part
Feed Forward Control Method
I would use the Feed Forward Control Method because it would allow me to be able to recognize any problems that may arise within the call center