Os 571 Process Design Matrix

Process Design Matrix
OPS/571
March 16, 2015
Brian Hall

Process Design Matrix
This executive summary will assist in identifying the design aspect of the service and product of choice. For this summary, the service that will be reviewed is that of travel agents providing corporate clients with the necessary service to ensure smooth travel plans via telephone calls. The product chosen will be that of the telephones that are used to speak with the clients. The process design aspects that will be discussed are strategy, process design approach, process performance measurement, and scheduling.
Service
Strategy
The strategy for employees receiving the phone calls from the corporate clients is to provide exceptional customer service to
The ability to create a rapport between the travel agent and the client is imperative for repeat business. This is when the personal attention approach is necessary. This would be done by the agent making sure the frequent flyer number is added to the reservation or that the preferred seating is requested.

Process Performance Measurement
The approach taken for performance measurements is call monitoring a set amount of calls a month. This is used as a training tool to increase the agents’ awareness of what areas of the calls can go smoother. In having a smooth call, it increases satisfaction with the clients. The performance measurement can also be determined by the amount of calls or transactions per month an employee has. This means that if an employee has high call handling and knows what they are doing then the number of transactions will be higher than those that need more guidance.

Scheduling
The scheduling for travel agents in a call center are determined based on call volume expected, amount of agents on vacation, as well as expected call outs. Having the ability to set a great schedule will ensure enough coverage and calls answered within the contractually agreed