Case Study Lion Financial Services Group Assignment

Group 4 CIS 591 Summer ‘15 Lion Financial Services - Group Assignment 1.) Process design principles Combine several tasks into one Andy Carr has proposed the number of agent pools be reduced from eight to three. Having three agent pools will simplify the main process of the call flow, which in turn will make customer service goals easier to achieve. This also gives agents more responsibility and a clear definition of their job function. He also wants to combine the three main LFS locations into one. This will consolidate resources and make them easier to utilize by having one central location. By combining the three locations into one main location it will also be easier to supervise and improve processes in house. This also facilitates collaboration and team building. LFS will also be implementing a CTI system that will drastically reduce the amount of time it takes to transfer a call. This system will reduce the tasks involved with transferring a customer to another agent. Instead of the previous agent having to email/send the customer’s information to the new agent, the new agent will have all of the c ustomer’s information automatically provided to them. Enable workers to make decisions To help enable employees to make decisions, Andy Carr suggested several improvements in his proposal, including creating â€Å"call blueprints†, consolidation into a single location and changing to a simplified method of tracking call performance. The â€Å"call blueprints† act as a trainingShow MoreRelatedCompetitive Strategy Coopers Brewery Essay4073 Words   |  17 Pages[pic] Competitive Strategy Assessment 3 – Individual Assignment: Business Report 29th November 2010 Coopers Brewery Grant Semmler Student ID: 110013428 [pic] executive Summary This report examines the current competitive strategies of Coopers Brewery Limited (Coopers); a family owned South Australian based beer producer. 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