Assignments

[Student ID]

Assignments

Memo

March 24, 2013

To: Alan Homey, Manager Operations

Cc: James Taylor, Asst: Supervisor

From: Smith John, Consultant ERP

Subject: Problem with the implementation of new automated system

It has been observed that all the employees who are working in our organization are having problems with the new automated system of assigning tasks. Some of the reasons which have been identified by me and my group are discussed below.

Auto assigning seems to be complex because now supervisors are not able to interfere in the assigning process. Due to this the job and tasks are assigned to the people automatically without taking into account the qualification and expertise of the employee. It has been observed that people who are expert in dealing with the technical issues sometimes get tasks which are not related to their field; rather they are from some other totally diverse subject area. This has affected the quality of the final product.

Another problem which has been observed during the automated system of task assigning is that it does not keep an account of the team and the team members. Since it is an automated system it is unable to identify about the complexity of the tasks and assign such tasks to a single user which is not possible without a proper team. This has resulted in late and improper completion of tasks.

Technical department sometimes get queries regarding customer services which are not actually their part instead their own job and tasks are also disturbed.

If the above problems are not properly addressed at right time it can result in deviation from the organizational goal and will result in great time and monetary costs. Instead of correcting the problems after there is some problem we should encounter the coming problem and maintain a proactive approach. This will not only save our monetary and time cost but it will also help us to provide better customer services in the same time. I would like to suggest the following things as a corrective measure of the automated system.

We can initiate an IVR (Interactive Voice Response) service that can help the customer to initially identify their problem and instead of routing calls to different agents they can be directed towards the people who are expert in their own field.

IVR can also help to resolve the minor problems which does not requires human interaction like pin code change, product information etc.

Proper training should be provided to all the employees ...