Questions: Case Exercise III - Medi-Call Personal Alarm Systems Ltd
1. When does Medi-Call's call centre enter the coping zone? What is the likely impact of this overload on customers and staff?
2. What strategies do you recommend that Medi-Call adopts in busy periods? What actions would you need to take to implement them effectively?
3. Do you agree with Medi-Call's philosophy on reassurance calls? What do you recommend? (Clark 307-308)
Clark, Robert Johnston and G. Service Operations Management, 3/e for Ashford University, 3rd Edition. Pearson Learning Solutions. VitalBook file.
The citation provided is a guideline. Please check each citation for accuracy before use.
• Identify when Medi-Call's call centre enters the coping zone and describe the impact of this overload on customers and staff.
• Recommend strategies Medi-Call can adopt for busy periods and describe the actions needed to implement them effectively.
• Assess Medi-Call's philosophy on reassurance calls and offer recommendations to improve their policies.
Use at least two scholarly sources, in addition to the textbook, to support your points.
Information related to above question is enclosed below:
Attachment:- Case Exercise.rar