Case study. read through case study and answer all questions

. read through and answer all questions - Case Study Example This is in terms of making the help desk more efficient and able to portray a good image of the company. The second front is with Mick who believes that the position was meant to be his. This requires that she finds a way in which she is able to reach out to him so as to try and improve that relationship for better work coordination. The second issue that is raised is that of churnovers. In the simplest sense this is the rate at which employees leave the job forcing the hiring of new employees. In the help desk or call center sphere, there has been a high churnover (also known as turnover) rate (Sharp 2003, p. 114). Usually when this rate is high it ends up costing the company a great deal on two fronts. The first one is by the fact that the company has to spend more money on labor costs. This is through the retraining of new staff, who may not be well aware of the company’s culture or operational procedures. The second point at which this greatly costs the company is by the l agging of standards when new hires come on. This is through the fact that with every new hire they need some time to get used to performing the tasks required of them in the most efficient way. One other people issue that Sara had to contend with is the problem solving skills that her helpdesk staff had. This is an important skill that all help desk personnel need to have (HILES & GUNN 200, p. 91). The main reason for this is that they are mainly dealing with issues that other users of the company products or services are having. Most often than not, they will find themselves in situations where the solutions to these issues may not really be covered in their day to day dealings. On the other hand they may be unaware of the existence of the issue and hence need a way in which they can come up with solutions before they can seek further consultation on the problem. The other people issue that Sara has to contend is the ability of her work force to coordinate and work as a team. This is evident from the fact that each of those in the team had their own roles and they did not coordinating with one another before Sara’s intervention. In any helpdesk, there is need for teamwork and coordination of efforts to ensure that the client’s needs are met satisfactorily. This should also be in a manner that is customer friendly. Sustaining New Work Culture The first step in ensuring effective functioning of the helpdesk may be in the sustaining of the culture that she has already created. Sara has so far done a good job in ensuring that everyone at the helpdesk is working. Also that everybody is working with one another. That is, the effort is coordinated and not a single employee feels that they are overly burdened. This can be evident by the fact that at the moment the inquiries are first handled by Mick before they are then passed onto Tim and Jean for solving. This way the work is being done much faster and much more effectively. One of the ways in which S ara may ensure that this culture continues is by ensuring that she encourages the team work that she has now developed. This may be done by giving team assigned tasks, by scheduling team building activities and encouraging non-official office communication that will build the teams togetherness (Boller 2005, p. 3). The second thing may be by the encouragement of