BUS 1001 Discussion Forum UNIT 3 PDF

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University of the people's online coursework. Be sure to read and do not plagiarize... Thank you!...

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"Scientific management, also known as Taylorism, is the application of Frederick Taylor's theory to the workplace to improve efficiency." (Indeed, Career Advice, 2020) When I was working as a customer service specialist five months ago, I agreed that considering measurements to manage a process or project deadline is vital. The management discovered that customer service representatives' time to complete a phone call is over 10 minutes. Although the customer service representatives were on the phone with a customer for approximately 10 minutes, the resolution to the situation was not always practical. Therefore, the administration spent much time figuring out how to avoid being that long on a phone call with the customer. They implemented a few strategies such as Retraining the customer service representatives and providing more resources that the representatives could use to aid them in finding solutions. The administration invested in a software known as "Knowledge base," which provided countless articles for each representative's situation. In doing this, the time it takes for the representative to find a solution would not be that much as before. The results of this were indeed astounding because, with this new software, the representatives were able to lower the time they took on a phone call and at the same time improve the productivity and efficiency of the phone call. The result increased greater customer service satisfaction, which is essential in the role of a customer service representative.

Reference Carpenter, M., Bauer, T., & Erdogan, B. (2010). Management principles, v. 1.1. https://2012books.lardbucket.org/books/managementprinciples-v1.1/index.html...