Are you a good planner? How much experience do you have with planning for any part of an organization? Here is a chance to practice planning. Imagine that you work for Zappos, the online shoe company. Let's say you are the director of the call center. They have a unique model that keeps a lot of people happy on both ends of the phone. But let's imagine that there is a change to the status quo in that the volume of calls significantly increases almost overnight and doesn't look to be returning to normal anytime soon. CEO Tony Hsieh (pronounced "Shay") asks you to come up with a plan to address this.
Action Items
- Review the principles and examples about planning discussed in class/Meet session.
- Watch the McGraw-Hill video "Zappos Delivers Happiness."
- Use at least one or two relevant concepts or principles from the readings to drive an outline of a brief plan for the call center of this organization given the following details:
- Assume that the volume of calls has increased dramatically and rapidly
- CEO Tony Hsieh maintains that the same level of customer happiness and employee satisfaction must remain stable
- Explain in your plan whether the call center model will need to change or not. If so, how and why. If not, why not.
- Explain why you chose the concepts or principles you did to drive your plan outline.
- Your plan should be a minimum of one page in length.
- Submit your plan, composed in a Microsoft Word document, using the Submit tool.