Case: You are working for a large Fortune 500 company as a middle manager. You h
ID: 406128 • Letter: C
Question
Case: You are working for a large Fortune 500 company as a middle manager. You have been asked to attend a meeting to brainstorm ideas of how to save the company money in 2015. The company has done well over the past year and has exceeded profit goals in every quarter. You have been told that the CEO of the company will be at the meeting to listen to the proposals and evaluate them for purposes of saving money in the coming year, as well as to evaluate the managers for promotion. You would like to move up in the company and know this is your opportunity to do so. Your best idea involves outsourcing an entire department so that all of the current employees in the payroll office will lose their jobs. What do you do? Use the first paragraph to describe what you would do. Use the second paragraph to describe each step in the decision making model used.Explanation / Answer
I would take the opportunity to tell the CEO we need to outsource customer service department to a contact center that can meet our quality standards, this will save us money and we will be able to provide faster customer service to our customers. The people who will lose their job will receive all the law benefits plus we will encourage them to apply on any opened position.
The decision making model I used to get to this decision was the following:
Clarify purpose: The purpose was clear, save money.
Evaluate alternatives: from different alternatives the most logical was to outsource 1 department.
Assess Risks: Customers services advocates from the call centers will need to receive a training on all of our services and they will have access to confidential information of our customers, we need to make sure that the call center we will hire will be able to prevent any kind of issue with information to happen.
Make the decision: We choose Telus International, this is a company that have locations all over the world and can provide customer service assistance 24/7
Analyze the decision: It is hard to lay off people but business is business and we are saving money and offering extended customer service