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COMPLEX PROBLEM SOLVING
a. Prepare a brief on the proposed solutions that you and your team have come up with. Please
ensure you write the report as per organizational requirements. Remember the report will be
sent to all the stakeholders involved in this project.
Hint: Organizational requirements for writing a report. The report must have the following:
• Introduction section
Medibank is the leading healthcare insurance company in Australia, however recently the
company is facing economic crisis secondary to the impact of COVID 16 and increased
competition in the market, to mitigate this challenges we conducted a stakeholders meeting
last week and came up with a raft of measures to implement with focus of reviving the lost
glory this giant healthcare insurance company.
• Purpose statement
To restore the lost glory of Medi-bank as the leading healthcare insurance company by
implementing the new resolutions addressing customer complaints and high employee
• Problems profile
Despite Medi-bank health insurance company being the leading insurance company for a very
long time, recent surge of global COVID 19 pandemic, coupled with poor management,
increased competition from other small insurance firms has resulted in steady decline in the
business position in the market, increased loss investors, high employee turnover and ever
rising dissatisfaction of our customer, which has had a negative profit returns, however, the
solution to this challenges entails change in management, improving customer care service by
introducing digital customer care self-service, better employee remuneration and job
✓ To enhance customer-care services by upgrading the digital customer care self-service
✓ To lower employee turnover rates by increasing motivation levels of the employees
through job appraisals, better remuneration and supporting their personal and
✓ To promote good employee and managers’ relationship through joint capacity building
training on emotional intelligence and leadership at workplace.
✓ To conduct market research on our competitors so as to have corrective measures to
regain our competitive advantage in the market.
✓ To enhance professionalism across our workforce by introducing capacity training on
emotional intelligence in customer care service.
• Solutions proposed
Long Wait on Hold
Hire additional customers service personnel.
Introduce digital or rather online self service
Lack of knowledge
Having regular product knowledge interactive quizzes so as to ensure
that employees are up-to-date with information.
Organize capacity building training in clusters,
Having to give too many Revise the customer service and try integrate services.
Introduce digital communication platform.
Self-help apps and services Understanding what errors exist and correcting them.
Review the system and make necessary updates.
Information is hard to find
Analyzing online customer searches and updating the information.
Update the website with the latest information.
Support agent is unfriendly On job training on emotional intelligence .
Claim was no provided We will have to look at each case and see if what the customer is
even though covered under saying is true. A possible solution would be to have another team
review the claim for a second opinion in such cases.
Update the system to collect each and every component of
primary data from the clients.
Employees reasons to leave
Entry-level employee got a better position elsewhere
Job appraisal and promotion
Was given minimum wage, joined the competitor for a improve
Was a temporary visa holder, had to leave Australia due to a Hire more locals
family crisis back home
Manager/Management was not supportive
Planning to start their own business
Provide incentives to support their
growth e.g loans
Not enough appreciation/motivation
No room to grow
Support personal and professional
• Resources required
✓ Financial resource for remuneration and organizing for capacity training.
✓ Additional human resource.
✓ Information technology experts.
• Challenges in implementing the solutions
The challenges of implementing this resolution includes
✓ Inadequate funds to support the activities.
✓ High rate of investor turnover.
✓ Complicated relationship between the current management and employees.
✓ Competition from other firms.
✓ Challenges of earning the trust back from the stakeholders.
For Medibank healthcare insurance company to regain its lost status in the market, there is
need for trust and open consultation between the management and all stakeholders of the
company, support from the business owner and taking collective and individual
responsibilities by each and every stakeholder involved.
b. Develop a 3-5 mins video presentation to present this brief to all the stakeholders.
The CEO is very happy to have you manage both the departments, namely customer
service and human resources. In return you get a pay raise and the experience of
managing 2 departments. You are happy with this decision and have accepted this
offer. The following are the targets that the CEO looks at achieving by the end of next
Total number of employees as 1,625
Total number of employees as 1900
of 30th June 2021
of 30th June 2022
Profit as of 30th June 2021
NProfit of 30th June 2022
Customer complaints received 269
Customer complaints received 120
as of 30th June 2021
as of 30th June 2022
Customer complaints resolved 105
Customer complaints resolved 83
as of 30th June 2021
as of 30th June 2022
Turnover rate as of 30th June 25%
Turnover rate as of 30th June 13%
Based on the solutions proposed the CEO wants you to develop a feedback register which
will record feedback from both internal and external stakeholders. (Organizational
requirement: Feedback registers must be developed on MsExcel or Google Sheets).
Based on the analysis of the feedback, it has been found that the solutions provided
for the following problems won’t suffice.
Long Wait on Hold
Support agent is unfriendly or rude
a. What else could be done to ensure that these problems are eradicated? Write an email to
all the stakeholders explaining a few other options to solve the above two problems.
b. Explain to them the risks associated with implementing the new solutions.
c. Also in the email seek the necessary approvals to implement all solutions proposed in Q1
and Q3 of this assessment.
From: project acting communication manager
To: CC. all business stakeholders
Subject: continuous improvement of customer care services.
I will like to bring to your attention the milestones that we have attained as an organization
in successfully eradicating customer complains of long waiting hours and unfriendly
treatment. We organized for a capacity building training on emotional intelligence and
leadership at workplace for our employees. As a department we have decided to develop
contingency plans to prevent such occurrence in the business as follows:
✓ Having an automatic digital and mobile customer care self-service where our
customers will be able to access our services anywhere at any time with ease.
✓ We propose hiring two information and technology experts to run our digital
customer care services.
✓ Integration of customer care services into one platform, this will prevent repetition
✓ Regular maintenance of the self app services and digital customer care apps.
Implementation of the new customer care solutions however is subject to security threat by
hackers who may illegally log in and access our customers’ information. there are
possibilities of resistance of some of our customers giving their information for the digital
self-help services due to fear of losing important personal data, hiring of IT experts adds
additional financial burden to the business. Ghost accounts may be created purporting to
be beneficiaries thus becoming difficult to tell which accounts are legit.
I will like to ask for help and uttermost support in implementing the resolutions from the
following department heads.
of Reduce repetition of System failure
the Efficiency will be System breakdown
Job appraisal and High
employee Financial resource
Improve motivation Financial resource
remuneration and and performance.
Hire more local High
and performance due to manager,
Capacity building Improve
growth eg loans
Provide incentives Improve motivation May
to support their levels
on relationship between resource
affect The project CEO.
as Finance manager
employee may spend
running his business.
Improve motivation Negative competition The
Support personal Improve
in the team.
Employees may feel CEO,
professional professionalism and they have overgrown departmental
decide to leave for new
To restore our lost glory, team work is a factor that we must all uphold at all costs.
I therefore call for unity and unilateral support towards our endevours,
Looking forward to your response.
Human resource manager/acting customer care manager.
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