Scenario 1:

ABC Company wants you to work with the help desk because problems have been reported by various employees. The Help Desk supportsthe company by taking internal calls for things like password resets and software issues.The company hasn't seen much growth in terms of new employees, but the number of calls they're getting has increased dramatically.They want to understand why the volume has gone up, so they can create an project to decrease it.

1.)What technique or tool would you start off with to determine the actual problem?Give valid reasoning for the technique or tool you chose.

2.) After you learn the details of the situation, what would be your next steps?

Scenario 2:

Computer Pros has 10locations in the Midwest. Over the past few years, a competitor (Bytes,Inc.) has begun opening locations around Computer Prosterritory.TheExecutivesat Computer Pros are worried that if they don't do something to stand out from Bytes, Inc., their sales could decrease sharply.

1.)What technique or tool would you start off your analysis with?Give valid reasoning for the technique or tool you chose.

2.)How could you help Computer Pros determine ideas and thoughts from several employees at one time?