December 2005
Beginner
168 pages
4h 18m
English
Content preview from Harvard Business Essentials, Decision Making
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has increased so much that support personnel cannot keep up with
them. Customers have complained of waiting half an hour to get help.
The manager responsible for the support line has put together a
team to help him decide on the best way to address the issue. He begins
the first meeting by saying,“We have a serious problem with our cus-
tomer support line. Customers are waiting too long for service.We need
to fix it.”
By framing the issue as a problem with the phone line response
time, the manager has focused the decision team on ways to reduce
the response time—for example, adding more phone lines, adding
more phone representatives, increasing the hours ...
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