complex problem solving

assessment 2 case study

Question 1:

a. Prepare a brief on the proposed solutions that you and your team have come up with. Please ensure you write the report as per organisational requirements. Remember the report will be sent to all the stakeholders involved in this project.

Hint: Organisational requirements for writing a report.

The report must have the following:

- Introduction section

- Purpose statement

- Problems profile

- Impact on the organisation

- Objectives

- Solutions proposed

- Resources required

- Challenges in implementing the solutions

- Conclusion.

b. Develop a 3-5 mins video presentation to present this brief to all the stakeholders.

Question 2:

The CEO is very happy to have you manage both the departments, namely customer service and human resources. However, to ensure a consistent strategic approach inline with the organisational goals, you will also be expected to work with other departments as required. In return you get a pay raise and the experience of managing 2 departments. You are happy with this decision and have accepted this offer. The following are the targets that the CEO looks at achieving by the end of next year.

total number of employees as of 30th June 2021	1,625	total number of employees as of 30th June 2022	1,900
profit as of 30th June 2021	$231 million	profit as of 30th June 2022	$340 million
customer complaints received as of 30th June 2021	269	customer complaints received as of 30th June 2022	120
customer complaints resolved as of 30th June 2021	105	customer complaints resolved as of 30th June 2022	83
turnover rate as of 30th June 2021	25%	turnover rate as of 30th June 2022	13%

a. based in the solutions proposed the CEO wants you to develop the feedback register which will record feedback from both internal and external stakeholders.

(organisational requirement: feedback registers must be developed on MsExcel or google sheets).

b. which other departments would you be expected to work with and explain why.

question 3:

based on the analysis of the feedback, it has been found that the solution provided for the following problems won't suffice.

- long wait on hold

- support agent in unfriendly or rude.

a. What else could be done to ensure that these problems are eradicated? Write an email to all the stakeholders explaining a few other options to solve the above two problems.

b. Explain to them the risks associated with implementing the new solutions.

c. Also in the email seek the necessary approvals to implement all solutions proposed in

Q1 and Q3 of this assessment.

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