BSBINN60I - Bayside Call Centre Case Study - Human Resource Manager - Management Report Writing Assessment Answer

Assessment Task:

BSBINN60I - Bayside Call Centre Case Study Management Report Writing Assessment Answer

Student Assessment

• Outlines the purpose and key components of a 'change management project plan,
• Outline strategies for communicating an organisational change that may cause a large impact on stakeholders. Your communication plan should include appropriate strategies to reduce the impact of the change.
• Provide a range of (at least 3) interventions and activities that may be used to implement and embed the change process into an organisation.
• At what stage would it be appropriate to consider a 'change management project plan' as complete and how should the change process be evaluated?

 Case Study Assessment Task 2

Case Study:

As part of this assessment, you are required to access the simulated business of 'Bayside Call Centre, and your role will be that of the Human Resources Manager.

Due to a large amount of competition in the inbound call centre market, 'Bayside Call Centre, has not been able to gain a new client to increase revenue and grow the business as expected. The productively of the Call Centre Representatives is low. They are often left waiting for calls to attend to.

The CEO and Board of Directors have announced that they have completed research and identified the business will struggle to grow without making some changes to the services they provide. The Business Development Manager has secured a client needing an outbound call centre which will change the current organisational requirements, the staff performance requirements, and general structure and operations of the business.

The Strategic PIan has been approved by the Board of Directors and indicates that Bayside Call Centre will introduce the outbound call service. 

The Business Development Manager has negotiated the new service agreement to commence in four weeks' time. This client requires 't5 full-time staff members per day to conduct outbound calls to promote and sell their product. instead of allocating 15 permanent staff members to attend to this service contract the current staffing structure will be revised to include job rotation. This will mean that call centre representatives will no longer be allocated to one service contract and will be allocated to the differing call centre teams. This will support the sharing of information and combat the issues of teams not bein! adequately staffed when people are away/ call in sick. A roster will be drawn up that allocates which project staff will be allocated to each day.

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