This is a classic case that I have used for years. Your task is to redesign the office for the workforce of today. You have complete power to redesign the office and make any changes that you think will transform this office. You can fire employees or change their job responsibilities. You may use any technology that is currently available in your redesign. Be creative and visionary.

1. Specifically, describe the changes you would make to the

Don't use plagiarized sources. Get Your Custom Essay on
Just from $13/Page
Order Essay

1. Workflow & office (seating) arrangement

2. Job duties (SRs, typists, supervisors, managers)

3. Hierarchy, (how many levels of management will you have)

2. Who would resist your changes?

3. What measures would you use to evaluate success of your redesign?




The purpose of the customer service office is to provide service for existing and potential telephone customers. The rvork requires taking calls from existing or potential customers and noting the type of telephone requested, the location of the phone in the house, the type of extension cords, the number of party lines, and the rates for residential customers. Commercial customers require additional services including extensions, srvitchboards, intercorns, and long disiance package rates.

FIGURE 31. Service ReprEsentative’s Office

uNtrAManaEor I I- I u*itBManasar+==il’.- Unit A $”t i*, Unit B

l-:.-“”‘ I Ef t “* I nf fJ*.o,” f []fh,=flf]G

Int]f fh=.,frEcl []t][]Itl ut]utr.l urtr! nnt]itttrtlnry trntJ:r tInn nt]rd nrr

It]t]nt]{ [t]n f,rrtr] trFn

Code: BOS – Business Of f ice Supervisorr SR – Sarvice RePresentalives

So3 – Seivice Oraer Supervisors T r Typi3rr



The Customer Service office lvas laid out as it appears in Figure 3-l – The figure shotys the suborclinates’ desks in the standard, in-line arrangement, fronted

Ui tt. desks of their supervisors, who exercised close control over the employees- Each service representative is rated against all other service representatives

in the office in terms of number of calls hand.led, accessibility of service repre-

sentatives, ancl number of errors made during customer contacts- Consequently,

it is not unusual for a strpervisor to monitor a service representative’s conversation,

with or without the sen’ice representative’s knowledge, or to check through each

service representative’s customer records for mistakes,Ivlonttrly individual

performance is published, and placed on the office bulletin board’

Work for each service representative is determined by the “next customer

who calls in” from anyrvhere in the district. The service representative is ‘

responsible for handling a1l residential customers’requests for nerv service, or for

transferring service from one arsa to another rvhen a custorner moves. When a

customer calls the service representative, the service representative must issue

the order for service. This is done by putting all of the appropriate information on

a form called a “?334.” This form is then sent to the typist goup.

The typist’s job requires that the orders be transrnitted to the telephone

installers a”a tn. billing and other departments. As the arrangement exists, any typist can be called on to type an order for any service representative.

Becatrse the service representative groups and the typist grorlps are evaluated’

and ranked against each other, each group carefully checks the other’s lvork for

errors, and rvill report these elrors to their immediate supervisor. ihe usual employment sequence is to start as a typist, then be promoted to

seryice office representative, and eventually become a service order supervisor-

The jobs in the Customer Service ofhce and thek abbreviations used in this

exercise are:

BOS – Business Office Supervisors of Service Representatives and Service Order TYPists

SR – Service itipr.r.ntatives take telephone calis,’and they function as indoor salespersons of telephone apparatus and services.

T – Typists, rvho transmit the orclers to the telephone installers and the billing, directory, and other departments

SOS – Service Order SuPervisors \Yhen a psrson calls the telephone company to request the installation of a

telephone or ne\y service, the call goes through a switchboard to the service repre-

sentative who has been off the line the longest. Processing a service request involves the follorving steps or lvork flow:

FIGURE 3-2. S/ork Flout

Service R epresentative

TypistService Order Supervisor

Switchboai’d Service Representative

DirectoryB illingService Order Center

Academic Heros
Calculate your paper price
Pages (550 words)
Approximate price: -

Why Work with Us

Top Quality and Well-Researched Papers

Our writers are encouraged to read and research widely to have rich information before writing clients’ papers. Therefore, be it high school or PhD level paper, it will always be a well-researched work handled by experts.

Professional and Experienced Academic Writers

For one to become part of our team, thorough interview and vetting is undertaken to make sure their academic level and experience are beyond reproach, hence enabling us give our clients top quality work.

Free Unlimited Revisions

Once you have received your paper and feel that some issues have been missed, just request for revision and it will be done. In addition, you can present your work to the tutor and he/she asks for improvement/changes, we are always ready to assist.

Prompt Delivery and 100% Money-Back-Guarantee

All our papers are sent to the clients before the deadline to allow them time to review the work before presenting to the tutor. If for some reason we feel our writers cannot meet the deadline, we will contact you to ask for more time. If this is not possible, then the paid amount will be refunded.

Original & Confidential

Our writers have been trained to ensure work produced is free of plagiarism. Software to check originality are also applied. Our clients’ information is highly guarded from third parties to ensure confidentiality is maintained.

24/7 Customer Support

Our support team is available 24 hours, 7 days a week. You can reach the team via live chat, email or phone call. You can always get in touch whenever you need any assistance.

Try it now!

Calculate the price of your order

Total price:

How it works?

Follow these simple steps to get your paper done

Place your order

Fill in the order form and provide all details of your assignment.

Proceed with the payment

Choose the payment system that suits you most.

Receive the final file

Once your paper is ready, we will email it to you.

Our Services

You have had a hectic day, and still need to complete your assignment, yet it is late at night. No need to panic. Place your order with us, retire to bed, and once you wake up, the paper will be ready.


Essay Writing Service

It does not matter the urgency of your paper, or the academic level, our team is ready to help you 24/7. Just contact us and all your academic needs will be sorted.


Admission Essays & Business Writing Help

A student is often required to write an admission letter requesting to be admitted in a certain institution. For you to be gain that admission in your dream institution, you must write a convincing letter. You can depend on our team for the best admission letters.


Editing Support

Academic writing is not just about getting information and throwing it all over. Our team will ensure you have a polished paper that is coherent and has a good flow of information. We also ensure the paper follows the correct formatting styles like APA, Harvard, MLA, Chicago/Turabian.


Revision Support

If our writers write a paper but you are not satisfied in one way or another, you can always ask for revision. This is totally free. Our writers and editors will revise your paper untill you are be totally satisfied. We as well offer revision for papers not done by our writers at a small fee.