COMPLEX PROBLEM SOLVING ASSESSMENT 2 Question 1 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 turnover rates. • 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 appraisals. • Objectives ✓ To enhance customer-care services by upgrading the digital customer care self-service platform. ✓ To lower employee turnover rates by increasing motivation levels of the employees through job appraisals, better remuneration and supporting their personal and professional growth. ✓ 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 Customer complaints Suggestions 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. details Introduce digital communication platform. Self-help apps and services Understanding what errors exist and correcting them. don’t work 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 . or rude 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 the policy 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 Suggestions Entry-level employee got a better position elsewhere Job appraisal and promotion Was given minimum wage, joined the competitor for a improve higher wage. remuneration and motivation levels. Was a temporary visa holder, had to leave Australia due to a Hire more locals family crisis back home Manager/Management was not supportive Capacity building employee management training on Planning to start their own business Provide incentives to support their growth e.g loans Not enough appreciation/motivation Celebrate performance No room to grow Support personal and professional growth. • Resources required ✓ Financial resource for remuneration and organizing for capacity training. ✓ Additional human resource. ✓ Information technology experts. ✓ Training. ✓ • 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. • Conclusion 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. Question 2. 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 year. 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 $231 NProfit of 30th June 2022 million $340 million 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% 2021 2022 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). Question 3 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 of services. ✓ 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. Solution Advantage Limitations Responsible person. Integration customer services of Reduce repetition of System failure care services , time wasting reduce The customer manager CEO, care Upgrading digital the Efficiency will be System breakdown The customer improved care customer self-service CEO, care manager, finance platform manager. Job appraisal and High employee Financial resource CEO, promotion retention improve Improve motivation Financial resource CEO, finance remuneration and and performance. manager, human motivation levels resource High employee retention Hire more local High employees two employee May and retention more lower Human and performance due to manager, IT acceptance lack of experts workforce Capacity building Improve Requires training diverse customer managers management employees financial CEO, growth eg loans performance human resource manager and Provide incentives Improve motivation May to support their levels care service manager. on relationship between resource employee resource affect The project CEO. and performance as Finance manager employee may spend most of the time running his business. Celebrate Improve motivation Negative competition The performance and innovation Support personal Improve and in the team. entire management team Employees may feel CEO, professional professionalism and they have overgrown departmental growth. performance the company and heads. decide to leave for new challenge. 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. Yours sincerely GLEIDSON. Human resource manager/acting customer care manager. REFERENCES : Eichmann, B., Greiff, S., Naumann, J., Brandhuber, L., & Goldhammer, F. (2020). Exploring behavioural patterns during complex problem‐solving. Journal of Computer Assisted Learning, 36(6), 933-956. Satterwhite, R., Sarid, A., Cunningham, C. M., Goryunova, E., Crandall, H. M., Morrison, J. L., ... & McIntyre Miller, W. (2020). 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