What role does technology play in the design of work systems

Reference no: EM131876007

Discussion

Question A

Analyze the case study design below and post an analysis

The Case:

KandyLand provides sweet treats for all seasons, but they really gear up in the summer so that their products are ready to go for the winter holidays. However, KandyLand has been experiencing problems in the shipping department. Order fulfillment errors are high. During your assessment of their process, you discovered that orders place "on-line" via the web were filled correctly 98% of the time and those that were entered by call-center customer service representatives were filled incorrectly 98% of the time. It was determined that the call-center's order entry tool was out of date and did not match that used by the shipping department. In addition, the data showed that over half of the customers ordering by phone had internet technology but were "not comfortable" ordering electronically, so they called their orders in. The "idea" is to move all orders to online order entry for all clients.

The Design:

• Train the sales reps

• Work with Marketing and Communications to create web and surface mail communications indicating that phone orders and surface mail orders will no longer be taken.

• Arrange for sales representatives to call customers and walk them through an online order or to visit them in person and walk through the online order

• Give sales reps an online form for reporting problems experienced by specific customers and other feedback.

• At weekly QA (quality assurance) meetings, summarize sales reps feedback and actions taken to solve problems

• Move 20% of customer service call-center reps into production roles or shipping roles

• Three-months after transition, determine whether the call-center staffing ratio is correct, whether lay-offs are needed, and determine whether there are other call-center issues that need to be addressed.

Question B

What are the critical factors to consider in the design of a work system? What role does technology play in the design of work systems? Use data from credible outside resources to backup your response.

Reference no: EM131876007

Questions Cloud

What is alvin tax basis in his new building : Alvin owned a building located in Kansas that he rented to a local business. What is Alvin's tax basis in his new building

What rate of return will be earned by an investor : What rate of return will be earned by an investor who purchases the bond for $627.73 and holds it for 1 year.

Find the standard hours allowed for actual production : The denominator activity for the year was based on budgeted production of 200,000 units. The standard hours allowed for actual production for the year total

Calculate the portfolio return over the four year period : Calculate the portfolio return over the 4-year period for each of the three alternatives.

What role does technology play in the design of work systems : What are the critical factors to consider in the design of a work system? What role does technology play in the design of work systems?

How much is coyote corporation taxable income : Coyote owns 5% of Roadrunner Corporation's stock. How much is Coyote Corporation's taxable income (loss) for the year

Discuss training shift leaders in the use of barcode readers : Discuss Training shift leaders in the use of barcode readers and Provide barcode training manuals for shift leaders to use in training their teams.

What is the total cost of building picture frames : What is the total cost of building 8 picture frames by a new employee using the cumulative average-time method? You may use an index of -0.1520

Identify four major sociological theories of sociology : Identifying four major sociological theories of Sociology - Functionalism, Conflict Theory and Interactionism .

User Account

All Pages