Congratulations! You Have Been Hired by SuperComputers to Revamp Their

question 73

Essay

Congratulations! You have been hired by SuperComputers to revamp their customer service call center. Currently, they reward employees who handle the most calls in the shortest amount of time. Employees are discouraged from problem solving and instead are directed to only do what their told. The CEO of SuperComputers is concerned about this work unit as customers are complaining about poor customer service and unresolved issues. What approach will you take to turn this call center around? What management theory or theories will you use to improve customer service?

---

Definitions:

Labor Supply Curve

A graphical representation showing the relationship between the wage rate and the quantity of labor workers are willing to offer.

Wage Rate

The fixed amount of compensation paid to an employee by an employer in exchange for work performed, typically expressed per hour, day, or piece produced.

Monopsonistic Employer

An employer with significant market power in hiring, enabling it to set wages below competitive levels.

Demand-Enhancement Union Model

A theoretical framework suggesting that labor unions can increase the demand for the products produced by their members, not just seek higher wages.