Edgewires Automated Phone System Case Study Example | Topics and Well Written Essays - 2500 words

Edgewires machine-controlled Phone governing body - Case Study ExampleThey serve a niche market of vacationers who acquire casualty in their spends. Thus, call revolve around operators became immersed in and learned how to provide adventure seekers satisfying holiday experiences. Not only are such holidays off the beaten path but they typically require circumscribed equipment. Edgewires operators coordinate with suppliers to fulfil all their customers needs. Satisfaction of thrill-seeking customers is obviously healthy or else Edgewire couldnt have vainglorious into a robust business if its operators delivered inferior adventures.Todays situation is that goals 1 and 2 have evolved into apparent conflict. In the interest of long-term stability, Edgewires management firmly believe they must install an alter phone respond system. Doing so means replacing call centre operators. Management has calculated the savings by track back on labour costs. However, this goal of presumed long-term stability comes at the cost of jobs yet providing jobs was a goal of the EU regeneration grant. Quite naturally the call centre operators are distressed and disagree.This cordial Impact Statement (baby) examines the issue in-depth. The goal is to find options that perhaps can be smartly utilize to satisfy all parties that are affected by Edgewires conversion to an automated phone say system. ... This SIS comes somewhat late. Edgewire managements decision is almost fait accompli. They are reluctant to discuss the inherent conflict-of-interest or negotiate the totality issues. They stalled before acquiescing to the independent evaluation requested by the call centre operators Trade Union.1.1The New System and Its High-Level Benefit - Reduce Costs 2,310,000 YearlyIn addition to cost savings, two features of the proposed automated phone answering system are quite attractive. It will be a decision assume system (DSS) as well as a k nowadaysledge based system (KBS). DSS tel ls call centre personnel specific decision information each customer already made about an adventure holiday and left on the automated phone system. KBS is a standardisation of holiday packages for customers who dont need special customising. Management believes these new ways to do business streamline operations and save labour costs, therefore better ensuring Edgewires long-term financial wellbeing and economic stability. Here are supporting data. roundingCurrent StaffCurrent CostProposed - New Staffing LevelCost withNew SystemSavingsCall sum operators2004 meg501.25 million2.75 millionSystem Update Officers-0--0-200.5 million-0.5millionLine Managers10300,00010300,000-0-Drop-in centre360,000-0--0-60,000Totals2134,360,000802,050,0002,310,0001.2StakeholdersStakeholders have not been apprised or consulted. Until now only Edgewires management (primary stakeholder) has had input on decision making about the automated phone answering system. Nobody knows with certainty how Edgewires c ustomer base (another primary) will react. Management lacks 100% unity. Dissention exists. Anxieties are growing