As a great analyst, you’ve planned, analyzed, and designed a good solution. Now you need to implement.

As part of implementation do you think that training is just a wasted expense?

Stress is common in a help-desk call center. Users of computing services call to get access to locked accounts or get help when technology isn’t working as planned, and they often are very upset. Employees of the help-desk call center can get stressed out, and this can result in more sick days, less productivity, and higher turnover.

Max Productivity Incorporated is a training company that works with people in high-stress jobs. Their training program helps train employees how to relax, how to shake off tough users, and how to create win–win scenarios.

They claim to be able to reduce employee turnover by 50 percent, increase productivity by 20 percent, and reduce stress, anger, and depression by 75 percent.

Questions

1. How would you challenge Max Productivity to verify its claims for reducing turnover, increasing productivity, and decreasing stress and anger?

2. How would you conduct a cost–benefit analysis on hiring Max Productivity Incorporated to do ongoing training for your help-desk call-center employees?