Edgewires Automated Phone System Case Study Example | Topics and Well Written Essays - 2500 words

Edgewires Automated Phone System - Case Study ExampleThey serve a niche mart of vacationers who desire adventure in their holidays. Thus, rallying cry centre operators became immersed in and learned how to provide adventure seekers satisfying holiday experiences. Not only argon such(prenominal) holidays off the beaten path but they typically require special equipment. Edgewires operators coordinate with suppliers to fulfil all their customers needs. Satisfaction of thrill-seeking customers is obviously healthy or else Edgewire couldnt shake grown into a robust business if its operators delivered inferior adventures.Todays situation is that goals 1 and 2 have evolved into apparent conflict. In the interest of long-term stability, Edgewires management hard believe they must install an machine-driven phone answering system. Doing so means replacing call centre operators. Management has calculated the savings by cutting back on excavate costs. However, this goal of presumed long-te rm stability comes at the cost of jobs yet providing jobs was a goal of the EU regeneration grant. instead naturally the call centre operators are distressed and disagree.This Social Impact Statement (SIS) examines the issue in-depth. The goal is to find options that perhaps can be cleverly used to satisfy all parties that are affected by Edgewires conversion to an automated phone answering system. ... This SIS comes somewhat late. Edgewire managements decision is almost fait accompli. They are reluctant to discuss the inherent conflict-of-interest or negotiate the core issues. They stalled before acquiescing to the independent evaluation requested by the call centre operators Trade Union.1.1The naked as a jaybird System and Its High- direct Benefit - Reduce Costs 2,310,000 YearlyIn addition to cost savings, two features of the proposed automated phone answering system are quite attractive. It will be a decision support system (DSS) as well as a knowledge based system (KBS). DSS tells call centre personnel specific decision information each customer already made about an adventure holiday and left on the automated phone system. KBS is a standardisation of holiday packages for customers who dont need special customising. Management believes these new ways to do business streamline operations and save labour costs, thus better ensuring Edgewires long-term financial wellbeing and economic stability. Here are supporting data.StaffingCurrent StaffCurrent CostProposed - New Staffing LevelCost withNew SystemSavingsCall Centre operators2004 million501.25 million2.75 millionSystem Update Officers-0--0-200.5 million-0.5millionLine Managers10300,00010300,000-0-Drop-in centre360,000-0--0-60,000Totals2134,360,000802,050,0002,310,0001.2StakeholdersStakeholders have not been apprised or consulted. Until now only Edgewires management (primary stakeholder) has had input on decision making about the automated phone answering system. Nobody knows with certainty how Edgewires customer base (another primary) will react. Management lacks 100% unity. Dissention exists. Anxieties are ontogenesis