BMA Task 2
WGU

Boot Division - Where Is This Division Costing The Company Money?

Work tools old, outdated, or broken, slows production/quality
Work tools old, outdated, or broken, slows production/quality
No new hire formal orientation/training or on-going training for established staff
No new hire formal orientation/training or on-going training for established staff
Professional Phone etiquette skills lacking with Phone Reps; Reps unaware on how to deal with various types of unsatisfied customers
Professional Phone etiquette skills lacking with Phone Reps; Reps unaware on how to deal with various types of unsatisfied customers
No employee Satisfaction Surveys to gauge employees overall job satisfaction or voice their ideas
No employee Satisfaction Surveys to gauge employees overall job satisfaction or voice their ideas
Work areas are to “Hot” in the summer and to “Cold” in the winter makes for uncomfortable work environment
Work areas are to “Hot” in the summer and to “Cold” in the winter makes for uncomfortable work environment
Customer Service
Customer Service
Customers put on hold for extended period of time – On Avg. hold time before Reps speak to customers is 26 minutes
Customers put on hold for extended period of time – On Avg. hold time before Reps speak to customers is 26 minutes
Workplace Environment
Workplace Environment
Inadequate workspace for employees; distractions from too much noise
Inadequate workspace for employees; distractions from too much noise
H.R.
H.R.
High employee turnover rates
High employee turnover rates
Employee salaries below average; No incentives or bonuses for over achievers
Employee salaries below average; No incentives or bonuses for over achievers
Culture in the Workplace
Culture in the Workplace
Staff doesn’t feel appreciated (not recognized) by Managers and Executive Management
Staff doesn’t feel appreciated (not recognized) by Managers and Executive Management
Staff Morale at an all time low
Staff Morale at an all time low
Work Tools & Technology
Work Tools & Technology
Old analog phone lines still in place creating longer hold times; New VOIP technology systems needs to be introduced and implemented
Old analog phone lines still in place creating longer hold times; New VOIP technology systems needs to be introduced and implemented
Division Goals
Division Goals
No type of measurement goals currently in place
No type of measurement goals currently in place