I need to create action plan

To standardise operations across departments with lesser resistance from operators

BSBMGT615

During its expansion, Bayside Centre allowed separate departments, for example the IT and Call Centre departments, to work as independent units. In the interest of increasing customer satisfaction, and efficiency, Bayside Call Centre decided to standardise the way the departments will operate. An increase in the number of complaints and inefficient operations initiated this move.

The Board of Directors and the Executive are very keen to implement this move but expect resistance from the centre's operators who believe that practical experience in dealing with customers is much better than anything the Head Office can produce. The Centre's staff and clients have not been informed yet.