Bpo, Incorporated

Summery

Summery

BPO, a Fortune 500 professional services organization, offered its clients a range of services from risk management brokerage to management consulting. It has three divisions: (1) Risk Management/Insurance Brokerage, (2) Human Resource Consulting, (3) Compensation Consulting. The HRO group consisted of Employee Benefits Outsourcing (EBO) and Employee

Processing Outsourcing practices, the EBO group was one of BPO's fastest-growing businesses. And with high service level expectations, it is difficult for outsourcing companies to earn a profit. Allen J. Lauren is the voice president of BPO, received an email message from Sam Regan, the CEO of one of BPO's major clients. He mentioned that he was tried to update his benefits and the service provided did not meet his expectations. Now the company is consider improving the Health and Welfare Service Delivery Process.

Question1 Define the problem faced by BPO

Absolutely, the very first problem is to find an effective way to reply to HA's CEO about the operation problem. And to improve the Health and Welfare Service Delivery Process is also a main problem faced by BPO.

Question2 What are the appropriate measures (used in the context of measurement or metric) that should be taken to assess and improve the problem?

I agree with Jerry's opinion about the Black Belt training in the first week in March. The first week of training addressed the Define Phase and the Measure Phase of the project. During the week that followed this training, he worked with AJ and Ethan to develop a project charter and have a copy here for AJ if he needs it. As Sam Regan's email said, his benefits and the service provided did not meet his expectations, if the staffs are well trained, the number of unsatisfied customers will reduced. Then Ethan's idea about creates a new Case Manager position between the CSRs and BAs is also great. The Case Managers would handle issues that the CSRs were handing off to the BAs. Also provide the CSRs with additional training in order to position them to handle more issues to reduce the number of escalated calls. The new manager just position likes a bridge between CSRs and BAs, to solve the problems and to help the two positions work better.

Question3 Analyze the situation.

The company now faced lots of difficult and too much uncertainty for the solve plan. The voice president of BPO, AJ, has the objective and positive attitude to solve the problem with Ethan and Jerry. Satisfied customers are the goal for every company. The key point for them is to train the staff in company, have professional qualities to help customers. And make a better operational plan for the company. AJ now needs to make accurate decision for every