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Eastern Medical Case

In: Business and Management

Submitted By rahul1509
Words 2549
Pages 11
The Business Context
The call centre of the Eastern Medical Faculty Foundation, hereafter referred to as EMFF, provides a competitive advantage to the Internal Medicine Department of the Chicago School of Medicine through the delivery of efficient and high quality service to patients. Treating patients generates revenue the Internal Medicine Department and contributes to investments in research in the highly competitive healthcare sector. Unfortunately, declining customer satisfaction, as evidenced in a growing number of customer complaints, suggests the quality of service is deteriorating and threatens the very competitive advantage of the EMFF.
Problem Description
Laura Jones, supervisor of the call centre, seeks to remedy operational deficiencies. Laura suspects the call centre suffers from insufficient capacity and/or scheduling problems.
The call centre faces high employee turnover, which is consistent with the industry norm. As a result most customer care representatives (CCRs) have limited experience. Only two CCRs have over two years experience while the remaining seven have worked at the centre for less than one year. While new CCRs are given standard training they lack incentives linked to key performance indicators.
Compounding the problem is the increasing number of duties assigned to CCRs, including; scheduling patients, translating, handling queries, providing advice on first aid, and to performing administrative duties. Time spent on translation and administrative activities comes at the expense of servicing call centre inquiries. The operation therefore suffers from a scheduling problem.
The analysis assumes that efficiency can be improved through increasing CCR pay. Data Collection/Analysis

The ideal solution must strike a balance between operational efficiency with service quality. By examining…...

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