Decision Making Analysis Paper
...listed dilemma has crippled this department tremendously. Management now recognizes through the high abandonment rate, out-dated resources and equipment and heavy work-load, they are not breeding the intended results. The first positive move they have done was a cost benefit-analysis on the equipment we currently use and updated equipment needed to help the customer service representative do an effective job. The website, http://www.mindtools.com/pages/article/newTED_08.htm, gives a simplified definition of cost benefit analysis. “Cost benefit analysis is a relatively simple and widely used technique for deciding whether to make a change.” It did not take long for management to see from the extremely high abandonment rate and rapid provider turnover that their decision for advance technology through cost benefit mechanism was a strategy that needed to work. There is no doubt that the financial impact is probably the most important issue with senior management and it is impossible to expand if you cannot answer what the financial benefits are to the department and organization. I believe this basis is how managers make most decisions on issues that have significant costs associated with them. The impact that cost analysis will have on the call center will result in a positive resolution. The information data technology can create a positive turn-around in lowering the abandonment rate. There will be, no more press one for claims, press two for benefits and three for management. Everything will be voice activated. The calculated risk is that if management does not utilize the technology to the fullest potential the credibility of the company will be in jeopardy. I do not believe there are any companies that want to loose their revenue sources. My point in saying this goes, back to the rapid turnover with our providers leaving the insurance company. Managed Healthcare is hospital owned as our providers are hospitals within the Metropolitan area of New York. Another decision making concept that management have been focusing on is group brain storming. Management understands that the customer service representatives work as a team. The customer service representative has a strong team of individuals with various levels of expertise. Prior to management choosing group brain storming, their process of determining how the call center was going to function was Autocratic. As experience customer service representatives, in the healthcare industry we were prohibited from making any suggestions to management regarding positive change until recently. In the article, Creative problem solving, the philosophy behind brain storming is explained as, “The more ideas there are on the table, the more likely a suitable solution will emerge (Google.com 1996).” I do believe that brainstorm...