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Process Mapping and Management by Sue Conger

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Introduction

SCI is a call center performing both collections and sales activities. SCI was formed from the merger of three call center organizations owned by Charles Summerfield, President of SCI, Jim Charleston and Jim Ingles, both SCI partners. Bob Wentworth was hired to help determine the causes of technology problems and to improve organizational functioning. This project was initiated to detail technology issues and problems in the call center and to develop recommendations to improve call center operations.

Project Description

The project includes interviewing and observing call center employees and representatives of other SCI organizations relating to call center work. In addition, documents, such as measures of call center efficiency ...

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