Leadership Traits, Skills, And Style Questionnaires

Reflection Assignment By: Lukas Corbo Professor: John Amendola Date: April 16, 2015 Analysis: For this assignment, I have decided to use the leadership trait, skills and style questionnaires. For this questionnaire, I asked 5 different people that know me in different contexts in life, such as personal, school, and work environments. For the majority, I rated myself higher on the traits than my fellow colleagues. On some of the traits however, I was rated higher than what I thought. Overall, I averaged a 4/5 which means that everyone agreed with the traits that were given. For the style questionnaire, I found out that I place more emphasis in building relationships rather than completing tasks. Finally, the skills questionnaire, my leadership skills are in the high range for technical skills, and my human and conceptual skills are in the moderate range. For the trait questionnaire, I was very surprised at the findings. One trait that surprised me the most was the determination trait. I personally believe that I am a determined individual because if I have an idea, I stand by it 100%. My colleagues and my family however, thought differently and rated me neutrally for the most part. Other than that trait, I can see why the people I asked to rate me did so that way. For the skills questionnaire, I was surprised that I have more technical skills than human skills. The reason why I was surprised is because on a day to day basis, I interact with differentShow MoreRelatedLeadership Theories: Learning About Transformational Leadership and Authentic Leadership1470 Words   |  6 Pagesvery useful for future practice and application. Through the myriad of different leadership theories and approaches, I have developed a better understanding of the historical, political, social, cultural, psychological, and organizational contexts in which leadership occurs. I am knowledgeable on several ways to identify personnel who may be make for better leaders using the Trait Approach, Skills Approach, and Style Approach. I am also able to better match leaders with subordinates by using theRead MoreKey Strengths And Limitations Of Leadership1647 Words   |  7 PagesIn developing oneself for leadership it is important to know yourself. Being aware of your own strengths and limitations will help you know who you are. Knowing who you are will help you lead others when dealing with a stressful or difficult situation. For instance, when you don’t know yourself, it would be impossible to try and understand someone else’s perspective of themselves and try to give advice or lead them in a direction to deal with strengths or weakness’s they may have. If you are notRead MoreDifferent Definitions Of Leadership, Skills, And Behavioral Styles That Set Me Apart From Everyone Else?1336 Words   |  6 Pageskeep it up or improve on the said skills. With different definitions of leadership, different people also view my leadership skills differently. This is simply because I possess certain traits, skills and behavioral styles that set me apart from everyone else. Having completed the three surveys which includes; Five-Factor Trait Model, Skills inventory and Situational leadership surveys, a friend completed the Behavioral Style Questionnaire. Five- Factor Trait Model After I completed the shortRead MoreSuccess And Failure Of Successful Leaders980 Words   |  4 PagesSuccessful Leaders Traits Successful leaders have common traits; they never give up. Success and failure often times comes hand in hand in life, but the ability to keep going and staying focus distinguish the successful leaders. Also, successful healthcare leaders have a clear vision of what success will look like in a specific time period. They know how to plan for it, how to communicate and direct it, and how to implement it. They dream big and look forward to overcoming the challenges their visionRead MoreLeadership Theory And Practice Of Leadership874 Words   |  4 Pageswhatever topic or approach to leadership Peter Northouse (2013) was discussing in his book Leadership Theory and Practice. Each one of these self-assessments were intended to help me in discovering who I was as a person and a leader. Some of the leadership self-assessments included the Least Preferred Coworker Measure from the Contingency Theory chapter, the Leader-Member Exchange Questionnaire from the Leader-Member Exchange Theory chapter, and the Servant Leadership Questionnaire from the chapter thatRead MoreJohn F. Kennedy s Moral Lapse1633 Words   |  7 PagesLeaders fail often. The challenges of leadership are often complex an d extremely demanding, which often leads to leadership failure. For most failure leads to a dead end while for others growth is achieved from failures. From former president John F. Kennedy’s moral lapse to the defeats of Apple founder Steve Jobs, the road to leadership can be devastating. Being a leader is fluid, and involves many unforeseen factors and traits. John F. Kennedy as this countries leader helped pave the way forRead MoreThe Path Goal Theory Of Leadership751 Words   |  4 Pages Wk4AssgnJLayman: Path-Goal Theory of Leadership Walden University Ph.D. Public Policy and Administration â€Æ' Introduction This is an introduction to the Path-Goal Leadership Questionnaire, introduced in Chapter 6 of the textbook â€Å"Leadership: Theory and Practice† by Peter Northouse, a set of questions, designed to measure a leader’s path-goal style of leadership, or their ability to assess and meet the needs of the follower (Northouse, 2016). Developed by House Mitchell (1975), the path-goalRead MoreLeadership Assessment1529 Words   |  7 PagesMGMT 615 Leadership Assessment Mary M. McMurrin University of Maryland University College Final Paper In order for someone to be an effective leader, one would have to bestow certain skills and characteristics or some can be obtained over a period of time. Various assessments and questionnaires are designed to measure and give insight on certain skills or traits an individual may have. Some of those assessments includeRead MoreLeadership Through A Different Lens1003 Words   |  5 PagesLeadership Through A Different Lens Situational approach is either applying supportive or directive behaviors to specific situations. Every situation is unique which is why different methods should be applied accordingly, depending on the dynamics of the situation. To determine what behaviors are needed, a leader must analyze his or her followers’ commitment and competence. On the Situational Leadership Questionnaire, the developmental level questions were answer correctly, to what actions shouldRead MoreThe Role Of Personality Traits Of A Leader1023 Words   |  5 PagesSynthesis Paper The three empirical articles primarily studies is about leadership and how personality traits of a leader can reflect and affect his or her role. The first article was conducted by Liliendfel, Waldman, Landfield, Watts, Rubenzer, and Faschingbauer in 2012 titled, â€Å"Fearless Dominance and the U.S. Presidency: Implications of Psychopathic Personality Traits for Successful and Unsuccessful Political Leadership† whose purpose is to evaluate and measure the personality of the 42 U.S. presidents

Euthanasi Active And Passive Euthanasia - 1634 Words

1) James Rachel, a philosophy professor at the university of Alabama, wrote a paper called Active and Passive Euthanasia where he argues against the distinction between killing in letting die. He says that the distinction is made on morally irrelevant grounds. He says that the distinction between passive and active euthanasia should not be based on whether or not wanted more morally permissible then the other. To prove his point Rachel uses three dif-ferent examples, which included different circumstance where euthanasia is involved. He looks at each example and argues why active euthanasia would be the same or even better then passive euthanasia in the situation. 2) A. The first example Rachel uses involves a terminally ill patient who has been diagnosed with throat cancer. The patient is in terrible pain, and can no longer treat their pain which medicine. The doctor realizes that the patient’s death is inevitable within a matter of days, even with continued treatment. Due to the extreme and severe pain the patient no longer wants to live. The patient along with the support of their family, asks the doctor to end it all. The doctrine says that the doctor may withhold treatment but may not give a lethal injection. The doctor is justified in his decision to withhold treatment because it would be cruel to prolong the patients suffering when their death is eminent. This is an example of passive euthanasia, because the doctor is not killing his patient he is simplyShow MoreRelatedEuthanasi Active And Passive Euthanasia995 Words   |  4 Pagesabout euthanasia in such depth until this assignment. It isn’t something completely new to me because I have heard about it, it happens everywhere, even if you or I don’t see it. But, I never gathered my thoughts about such a serious topic. Reading such opinions from these authors made me find out more about this topic but I cannot say I have came to a clear and set decision or opinion about euthanasia. As James Rachels states, â€Å"I can understand why some people are opposed to all euthanasia, and insistRead MoreEuthanasi Passive Euthanasia And Active Euthanasia Essay1927 Words   |  8 Pageschoosing euthanasia. The family or caregiver may pressure the patient into choosing euthanasia just so they could be relieved of the burden of caring for said patient. This may happen because the family or caregiver has had a lot of pressure put onto them. Financial burden being a leading factor. Although there is no data that completely verifies this possible problem, opponents argue that it can be a possible issue and that it should be addressed. (Ezekiel 637). There are two types of euthanasia. PassiveRead MoreEuthanasi Active And Passive Euthanasia1562 Words   |  7 PagesEuthanasia, also known as voluntary or assisted suicide, is used for terminally ill patients to end their lives instead of undergoing painful treatments and torment of waiting for death. There are, however, two different ways in which A can bring about B’s death. In this essay I will present the distinction between active and passive euthanasia as explained by James Rachels in his article called â€Å"Active and Passive Euthanasia†. I will also debate whether euthanasia is justified or not by presentingRead MoreEuthanasi Active And Passive Euthanasia1973 Words   |  8 Pages The issue of whether active and passive euthanasia are distinct continues to be important to philosophers, ethicists and health care professionals. Euthanasia is the act of ending a patient’s life when the circumstance for that patient is unbearable or untreatable by medical treatment (Ozcelick, Tekir, Samancioglu, Fadiloglu Ozkara, 2014, p. 94). Namely, there is active and passive euthanasia. Both are indicative of the acts that root in the intention to end a patient’s life. For the purpose ofRead MoreEuthanasi Active And Passive Euthanasia1229 Words   |  5 PagesAccording to David Theo Goldberg, â€Å"Euthanasia involves terminating the life of an ailing person in order to prevent him or her further suffering† (459). The ending of one’s life should only be a last resort after having unbearable and untreatable illnesses. Euthanasia is classified into two categories which are active and passive. Goldberg also refers to active euthanasia as the ending of one’s life by administering a lethal treatment, while passive euthanasia is withdrawing treatment that may preserveRead MoreEuthanasi Voluntary Active Euthanasia, Passive Euthanasia And Physician Assisted Suicide1143 Words   |  5 PagesAmerican Heritage Dictionary euth anasia is defined as the art or practice of ending the life of a person or animal having a terminal illness or a medical condition that causes suffering. Euthanasia should be a individual choice to end a patient s life. This keeps them from going through excruciating pain due to an incurable disease. Some people think euthanasia should be out of the picture while others inquiry the effectiveness of these actions. With effectiveness, euthanasia is classified in three

Psychology and Ethical Development Theories

Question: Discuss about the Psychology and Ethical Development Theories. Answer: Introduction Psychological theory refers to a model that helps to understand the behavior, thoughts and emotions of human beings. The main two components of psychological theories are description of behavior and making prediction of future behavior. Psychological theory helps to develop the emotion, behavior and personality of a person over the life span. It helps to control the psychological disorders, stress and helps to cure the problems. In the discussion, application of psychological theory has been discussed. A movie of Alfred Hitchcock, named Psycho that was made in 1960 has been selected to discuss the psychological theory. The assignment discussed the psychological problems of the main character, Norman Bates has been discussed. The psychoanalytic, cognitive, socio cultural and behavioral theory of psychology is discussed. The assignment stated the defensive mechanism of Norman Bates. The reason of his psychological disorder is also discussed. Recommendation of psychological development is also given. Discussion of the character and problems of Norman Bates Norman Bates had some alternate personality disorder. He killed his mother and her lover due to jealousy 10 years earlier. After that, he often dressed into his mothers clothing and talked with himself in her mothers voice (News.bbc.co.uk 2016). The alternate personality of Norman Bates was completely different. From the son perspective, he was very caring and loving; on the other hand, his alternate personality was very dominating and evil as he acted like his mother. She always wanted to control the life of herself and her son respectively. She always tried to protect Norman form the attraction of opposite sex, whereas Norman wanted to live as a hardworking and loving person. Whenever, he got attracted by any other women, his alternate personality of mother scolded him and killed the person. According to Peters (2015), alternate disorder means the alternate behavior of two personalities in an individual human. This includes the impairment of memories for the important information. People accused him for the murders. As he had alternate personality, he protested against accuses in the local court. Developmental stage He wanted to suppress his adolescent problems and his mothers death. He adopted his mothers personality in himself and performed her dominating and evil role that his mother desired to do. Norman always wanted company and love of women but he failed because of his mothers fear and adolescent problems (News.bbc.co.uk, 2016). Discussion of defensive mechanism of Norman Bates Norman Bates used his mothers perspective to hide his crimes. He disguised by wearing his mothers clothes and wig. To defense his crimes he killed others. When Marion wanted to meet with Mrs. Bate, the personality of his mother became insecure and murdered Marion. On the other hand, the personality of Norman helped Marion to realize her guilt of stealing (News.bbc.co.uk, 2016). When Lila, Marions sister came to Normans house and found Mrs. Bate sitting on a chair, she turned back her and found that there was a mummified corpse. Lila became afraid when she found that into the cellar, Norman came running with knife wearing his mothers clothes and wig. Freuds psychoanalytical theory to discuss Normans problem: The psychoanalytical theory of Sigmund Freud stated the human behavior. The main components of the theory are ego, superego and id. (Peters 2015) The psychoanalytical theory of Freud is the personality structural theory. It has conflicts in personality, shaping and behavior. Figure 1: Freuds psychoanalytical theory components (Source: Peters 2015) The most primitive structure is Id that concerns with gratification of necessaries and urges of individuals (Peters 2015). It is an unconscious operation. For example, in case of Norman, he knew that his mother was dead but still he wanted her being alive. The concern of Superego is the morals and social rules. This develops with the culture, in which the child grows. The right or wrong culture has a great impact on the child for which the child may suffer in future (Peters 2015). For example, Norman had grown in a difficult environment as his mother had aggressive dominating nature. His bad memories of childhood led him to achieve the disassociated identity disorder. Ego is a part of pragmatic and rational part of the personality of individual. It is the mixture of consciousness and unconsciousness. The function of ego is to balance the id and superego demand practically (Peters 2015). For example, after meeting with Norman, Marline realized her guilt of stealing money. However, Norman killed Marline. In this case, superego dominated the id to satisfy ego. According to Freud, id, superego and ego always conflict with each other. Role of emotion, memory and environment: Emotion, memories and environment has a great impact on the psychological development of a person (Peters 2015). Cognitive theory explains the human behavior and personality. Norman was brought up in a very clumsy environment. He became frustrated for his mothers behavior. After the death of his father, Mrs. Bate started a solitary life with her lover that Norman could not accept. His mother always tried to put hatred against women in his mind and she was in a solitary relationship. Norman became jealous and murdered his mother and her locver (News.bbc.co.uk, 2016). However, he could not get over his mothers memory and adopted the personality of his mother also. In view of cognitive theory, Norman had procedural memory conflict that is achieved in subconscious mind. Cognitive approach applies scientific approach to the behavior of human. Cognitive therapy helps to explain the responses series to the external stimuli. Figure 2: Cognitive approach (Source: Peters 2015) Stimulus refers to external factor that is environmental influence, memory and emotion. All the stimuli have effects on the behavior and personality of individual. As a result, the human behavior changes in response to the stimuli. Conclusion Psychological disorder is one type of mental illness. It can be successfully treated. Some treatment of psychological disorder is medication, psychotherapy and clinical treatment. Psychotherapy is a compact of various psychological theories that has a great impact on the mental health counseling. One type of psychotherapy is cognitive behavioral therapy. In treatment of various psychological disorders, it is used. As stated by Peters (2015) it has incorporation of cognitive theory that helps to develop the mood and behavior of the patient. It helps a patient to identify the differences in between the doing and non doing things. To limit or eliminate the number of psychological disorder severity this kind of medication is suggested to develop the quality of life and functioning of a patient. Another mental health service model is assertive community treatment. The aim of ACT is providing individualized and comprehensive care in health care at community level. It provides medication delivery and individual therapy (Peters 2015). The design of ACT program is made for the individual who have several types of mental illness like emotional, behavioral and personality disorder. On the basis of above discussion, it can be said that Norman needed proper caring and environment to avoid the insecurity and psychological misbalance. His mother should take care of him with more love and caring rather than the aggressive attitude. Psychological therapies have shown that environment, emotion has influence on the personality disorder. However, the psychological disorders can be cured. Norman had no one in his life who could understand his problems and take him to doctor. The assignment had discussed brief about the psychological treatments that could help Norman to come back in his normal lifestyle. References News.bbc.co.uk. (2016). BBC News - How Psycho changed cinema. [Online] Available at: https://news.bbc.co.uk/2/hi/uk_news/magazine/8593508.stm [Accessed 10 Dec. 2016]. Peters, R.S., 2015.Psychology and Ethical Development (Rout ledge Revivals): A Collection of Articles on Psychological Theories, Ethical Development and Human Understanding. Rout ledge.

Simulation Modeling Best Analysis Toolkit â€Myassignmenthelp.Com

Question: Discuss About The Simulation Modeling Best Analysis Toolkit? Answer: Introduction This business report is compiled to study the case of a BPO, managed by AJ Lauren, who is the executive vice president, and handled the (EBO) Employee Benefits Outsourcing business of the BPO. The study of the case will further lead to analysing the situation and developing the improvement methods. Not to forget, post improvement to sustain the improved standard control measures are equally important. The case will illustrate application of six sigma process improvement method to improve productivity and efficiency in the outsourcing business (Adizes, 2015). The EBO division was one of the fastest growing business of the BPO Inc. Multitude skills like leadership, managerial, negotiating, patience, and to be able to work under high pressure, are a few skills that are required to management an outsourcing business. The steady growth of the outsourcing business over the past years has resulted into creation of new job positions and hence developed requirement for new managerial skills. Many businesses come across a major issue of rising staff cost, when they try to generate the profit. A proper balance needs to be maintained between improving the sales and service of the business and controlling the costs, to struck effective management of the outsourcing business (Khatri, 2009). Situation Analysis The company is facing difficulty in clearly understanding the issues and what could be the right method to solve the issues without further creating new problems. The initial problem of replying to HAs CEO is already there and connecting with the same is to identify the best possible method of getting a control over the operational issues so as to improve the productivity of CSRs and BAs (Srinivasan, 2017). There does exist gaps in the process which causes delays and problems in reverting to the customers which in turn affects customer satisfaction level. These process gaps need to be streamlined to a level where there exists optimum utilization of resources and further increases the profitability level achieving customer satisfaction. AJ Lauren, already working with Ethan and Jerry on the six sigma black belt project which he is sure will help him improve the operational issues. He is clear in his mind about the objective, however needs further clarity on each and every step involved in improvement process as needs to update the status to top management (Wipro, 2010). Post his meeting with Ethan and Jerry, he is aware of the six sigma project status and also how he will revert to the email of HAs CEO. With the clear status in his mind, he also has some more questions which he wants to solve within next 2 weeks so that immediate actions can be taken to bring improvements (Ray John, 2011). Six sigma is a quality improvement methodology used to improve the processes by analysing process steps, identifying the elements which need improvement, developing element alternatives, and then implementing the improvement elements (Kannan, 2006). The five phases of this improvement methodology is called DMAIC (Define, Measure, Analyse, Improve, and Control) The next part in the report will show all the five phases of the DMAIC methodology for process improvement which will include Define, measure, analyse, improve and ends with control (Erdem, 2007). Define: - Ethan defined the project as Health and Welfare Service Delivery Process to develop its simulation model so as to understand the operational problems, impact of resources on performance metrics, identify solutions and improve profitability and customer satisfaction levels. He could well identify that the problem was somewhere in the operational level of the Health and Welfare Service Delivery Process, that was negatively impacting the customer satisfaction level and profitability of the organization. The performance metrics need to be rigorously analysed to further deep down on the problem area and resolve the issues (Ogdoc, 2015). Measure: - AJ Lauren, the Vice President of the BPO, has an objective in his mind and also has a positive attitude to solve the operational problem at the earliest. He, therefore works with Ethan and Jerry on the six sigma project to resolve the issues positively, leaving no scope for process gaps. The main motive of every company is to achieve customer satisfaction. So as to achieve their goal, they want to train the staff in a professional manner to give quality service to the customers. They want to make a robust operational plan for the company and hence needs to analyse each and every step of all the processes to identify the gaps, resources, issue areas and better monitor the performance metrics (Berg, 2008). The black belt project undertaken is the opportunity to improve all operational problems. A thorough study and analysis of each process is to be done to understand where the resources are getting stuck to revert to the clients with a solution to their queries. The end objective is to empower the resources with all required data on time and to increase their efficiency by multi folds to achieve high client satisfaction level (Barjis Pergl, 2014). Jerry analyses various processes and shows details of it through various exhibits. The first option in their mind was to improve the efficiency utilizing the existing process and system. The various processes have certain gaps and lapses which leads to a wastage of a lot of time from the end of CSRs and hence affects the customer satisfaction level. The time taken by each CSR to resolve a client query at their level if still fine, but the time taken by the CSRs to get the report and data from BAs and then revert to the client is much higher than the standard performance metrics. A huge differentiation is there in the minimum and maximum time taken at various steps of the process. This time differentiation needs to be monitored better to achieve better performance metrics and better tracking of the efficiency and effectiveness (Meyer Scrima, 2006). Analyse: - On analysing the Exhibit 4, team of 7 CSRs are handling the same client, with 2 - 3 CSR at a particular time. The same exhibit also shows that few CSRs are overloaded and few are handling only a single client. Exhibit 7 shows that only 37% of CSR utilization is happening, which leaves a lot of time of CSRs being wasted, which also leads to increased costs (Li Meissener, 2013). Laurens meeting with Ethan and Jerry to get a status of six sigma black belt project gives the details of the process improvement project undertaken by them and the measures identified and studied to do the analysis. Jerry found that there were certain gaps or issues while integrating of database update process, which is done in batches, with the participant care sub process, which is done in real time. While he could develop the process map, he faced some challenges in getting the processing time data for the CSRs and the BAs. He could resolve this there itself by giving form to the BAs wherein they were required to record the processing time themselves (Sharma, Pandla, Gupta, 2014). However, for the CSRs, the system records the call durations, but the system does not record the duration for which the client is kept on hold. This was an area where the specific improvement plan needs to be made so as to eliminate the requirement of putting the client on hold, despite giving training to the CSRs for not doing so. They also identified that many of the resources were underutilized, leading to gaps and unnecessary increase in cost. The focus is to develop a plan to identify how many resources are required in the CSR team and how many in the BA team. The plan needs to further also focus on the optimum utilization of existing resources, if the resources are more than required number then how and where to utilize the excessive resources. While improving the process, a very important step is tp determine the number of BAs, CSRs and Managers required, and how to allocate the clients to each CSR to increase efficiency and also increase the satisfaction level of the clients. While understanding all the gaps and issues in the process to bring improvements, there also is a very important point to find an effective way to revert to the HAs CEO, which also leads to improving the health and welfare service delivery process of the BPO (Breyfogle, Cupello, Meadows, 2000). Ethan explained the suggestion to create a new Case manager position between the CSRs and the BAs. A lot of the discussion happened on how to get new case managers, he also did discussion with the BAs on this point. This plan was created to develop a service delivery solution which would increase the customer service level. He planned to train and develop one of the CSR to be moved to the new case manager position, so as to facilitate career development and optimize operational expenses. This step could develop a direct contact with the service provider, as only few calls will get escalated, but will not eliminate the problem area completely. The responsibilities are still not clearly defined to each CSR and the CSRs could still not take customer issues seriously and with the core responsibility to resolve at the earliest (Team, 2004). The new case manager should be hired from outside the organization, so that the existing teams could accept him as their manager. Making an internal person the leader of both the teams could create internal issues within the teams and could further hamper the performance of the entire process. Also, the qualification of the CSRs and BAs is not sufficient to make them lead such a position. A person who has handled a team of 40 - 50 people and holds a management degree should be hired externally. This new case manager could take some time to settle in the organization and understand the processes, but will also bring innovation and new ideas for improvements. His acceptance level will be on the higher side. The High Touch Low Cost Approach simulation model suggested by Ethan can be a solution in part, but needs to be further refined so as to achieve the desired objective of customer satisfaction level and increased profitability. Improve and recommendations: Staff Training Agreeing with Jerrys opinion about Black Belt training in the March first week, which addresses the define phase and the measure phase. The Sam Regans email read that the benefits and services provided did not meet his expectations, hence a well trained staff reduces the chances of getting unsatisfied customers. The CSRs need a more complex training to enable them to resolve maximum cases at their level. Employee performance is the criteria to select who should undergo the black belt certification and who should undergo the training process, so as to eliminate all process lapses and continuously improve the service levels to achieve customer satisfaction. The selected employees need to be self-motivated to undergo the training process, and should have completely understood the mission of their company, only then can they achieve effective results post completion of training. Through the training process, they will be required to do the regular day-to-day tasks as well as undergo the training and project as a part of the training curriculum, extra efforts will be required for a few months, hence these employees need to be kept motivated in some or the other ways by the human resource department (Chakravorty, 2010). Hire a Manager Ethan gave a good idea about creating a new position for a new Case Manager between the CSRs and BAs. The Case Manager would be a connecting link between the CSRs and BAs, who would handle the issues that CSRs would not be able to clarify. Instead of this case manager being an add-on to the existing headcount, this person can be the managing leader of the CSRs and BAs. He will be continuously monitoring the time taken to resolve each case and would closely monitor the excess time taking cases. He will be the escalation point for any issues or problems. The case related issues should also be escalated to this person. He should work in a manner to resolve the issues and enable both the teams to work and perform better. Clearly define responsibilities and control manpower Three extra CSRs appointed for HA can be utilized at some other place as their timings overlap and also causes overlap of responsibilities. Multiple people handling the same client at the same time are leaving the CSR assume that the work is done or will be done by the other team member. There should be equal division of responsibilities with each CSR with clear description of what needs to be done and how it needs to be done so that the performance of each CSR can be measured accurately (Saxena, 2009). The resources of CSR team are unevenly distributed. There needs to be a proper mechanism to divide the clients with each CSR and number of CSR for each client. This will lead to effective utilization of each resource and also will reduce the cost. However, the manpower cut can lead to insecurity among the existing resources. To have that sorted, there can be new benefit plans and incentive plans implemented, to keep the staff motivated as well as improve their performance. Attractive incentive plans have a positive impact on the team performance. Process improvement The problem of keeping the customer on hold can be resolved completely. This is possible at the CSR level through maintaining a proper communication via email to the customer about the time they need to check and revert on the issue, then the CSR can forward the request to BAs and get the database update. This will keep the customer satisfied about the status that the team has noted the issue and is working on it, also will prepare the customer about the lead time they need to resolve the problem. This particular process by having no waiting time and the customers will no longer be kept on hold for any reason. The CSR and BAs will have sufficient time to check their database and according revert to the customer query. Process Automation Automating the process would further simplify the reporting and performance metrics and assessments to take better decisions. This process could take around a year to get completely implemented, and then two to three months to check the effectiveness and build a control mechanism on it. The automated system should be able to give proper performance reports to be analysed from time to time and accordingly performance metrics can be defined. The automated processes ease out much of the efforts and give effective and efficient results (Erdem, 2007). Control: - The process map developed by Jerry should be continually reviewed and updated from time to time to reflect any modifications. All documents prepared while the improvement process should be standardized and updated with versions. Despite of such practices and improvements it is also beneficial to do rigorous follow-ups and keep implementing corrective actions with simple documentation so as to increase the sustainability of the improvements brought into the process (Bonacorsi, 2012). A very critical factor in the control phase is to set up a plan to monitor the new process so as to maintain the project outputs. This step clarifies the way that how the performance of new process would be continuously monitored, who is the related person to be contacted in case of issues or problems, how to do that and how to respond (Emmett, 2007). Conclusion Customer contact department of a BPO is not just ubiquitous, but also a high mode of customer dissatisfaction. The performance of its CSRs can lead to making or breaking the service providers indexes of customer service levels and loyalty. Just by focusing on the key factor of customer requirements or in simple words by what customer needs, and by building the processes around those needs and collecting further quantitative measurements on the key factors, the EBO group of the BPO Inc, can be an asset to the organization as a whole. At this particular time, the other data factors of client queries, resource utilization, client being kept on hold, etc. becomes critical. The Customer Service Representatives need to be competent enough to be able to answer the client queries at their level, in case of need of more details, they should be well trained on how to handle such clients and keep them warm about the issue and data clarification. These are certain important performance metrics to be taken care of as these are client-affecting service level indicators, which can lead to the loss of a client. References Adizes, I. (2015). Organizing and Managing the Call Center. Retrieved from https://cdn.ttgtmedia.com/searchCRM/downloads/chapter-CRM-6-15.pdf Barjis, J., Pergl, R. (2014). Enterprise and Organizational Modeling and Simulation. Springer. Retrieved from https://books.google.co.in/books?id=clCqBAAAQBAJdq=case+study+of+failure+of+simulation+model+in+BPOsource=gbs_navlinks_s Berg, R. (2008, January). business-law improvement: Seven steps to operational excellence. Retrieved from https://www.jiops.com/01/2008/business-process-improvement-seven-steps-to-operational-excellence/ Bisk. (2017). Six Sigma: DMAIC Methodology. Retrieved from https://www.villanovau.com/resources/six-sigma/six-sigma-methodology-dmaic/#.Wc4LDHm6bIV Bonacorsi, S. (2012). A Case for Simulation. Bonacorsi Consulting, LLC. Retrieved from https://www.palisade.com/downloads/pdf/A_Case_for_Simulation.pdf Breyfogle, F., Cupello, J., Meadows, B. (2000). Managing Six Sigma: A Practical Guide to Understanding, Assessing, and Implementing the Strategy That Yields Bottom-Line Success. John Wiley Sons. Retrieved from https://books.google.co.in/books?id=Jg7GDoxGPFsCdq=failure+of+implementing+in+six+sigma+in+BPOssource=gbs_navlinks_s Chakravorty, S. (2010, January). Where Process-Improvement Projects Go Wrong. Retrieved from https://www.wsj.com/articles/SB10001424052748703298004574457471313938130 Emmett, H. (2007). Simulation and Lean Six Sigma. Retrieved from https://www.hksq.org/simulation_and_lean_6s.pdf?bcsi_scan_64741547a7fe261b=0bcsi_scan_filename=simulation_and_lean_6s.pdf Erdem, A. (2007). Simulation modeling for call center management: A case study in private bank. Retrieved from https://isletmeiktisadi.istanbul.edu.tr/wp-content/uploads/2013/04/Yonetim-58-2007-1.pdf Kannan, N. (2006, May). 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