Note

The call centre can be best described as an organizational system with three sub-systems made up of 15 sections. Systems are impacted by their environment and respond by outputting their own impact onto the environment (Jones, 2013; Kast & Rosenzweig, 2017). In the case of the call centre’s system, the environment is the caller (client), and the impact is the increased complexity in the types of questions asked. The call centre was impacted by clients who posed complex questions, and the system responded by outputting incorrect information to its clients (Internal Report, 2015). Internal research revealed that the system was unable to prepare its parts (sub-systems and sections) for the changes in the types of questions asked by clients (Internal Report, 2015). A solution was devised to transform the call centre into a system that is prepared to output correct information when impacted by changes to question types. The solution focuses on changing the formal learning process because its function is to prepare the system for outputting correct information. This organizational improvement plan (OIP) uses a transformational leadership approach to identify the problem, define the desired end-state, outline a strategy, and communicate the change plan.

Date of Submission

6-1-2020

Document Type

DiP

Degree

Doctor of Education

Department

Education

Keywords

Call centre, call centre system, change path model, formal learning process, open system, organizational systems perspective, organizational system, transformational leadership

Abstract

The call centre can be best described as an organizational system with three sub-systems made up of 15 sections. Systems are impacted by their environment and respond by outputting their own impact onto the environment (Jones, 2013; Kast & Rosenzweig, 2017). In the case of the call centre’s system, the environment is the caller (client), and the impact is the increased complexity in the types of questions asked. The call centre was impacted by clients who posed complex questions, and the system responded by outputting incorrect information to its clients (Internal Report, 2015). Internal research revealed that the system was unable to prepare its parts (sub-systems and sections) for the changes in the types of questions asked by clients (Internal Report, 2015). A solution was devised to transform the call centre into a system that is prepared to output correct information when impacted by changes to question types. The solution focuses on changing the formal learning process because its function is to prepare the system for outputting correct information. This organizational improvement plan (OIP) uses a transformational leadership approach to identify the problem, define the desired end-state, outline a strategy, and communicate the change plan.

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