Service Operations Management case, management homework help

Case Exercise III – Medi-Call Personal Alarm Systems Ltd

Read the case and write three-page paper (excluding title and reference pages) on the following items:

  • Identify when Medi-Call’s call centre enters the coping zone and describe the impact of this overload on customers and staff.
  • Recommend strategies Medi-Call can adopt for busy periods and describe the actions needed to implement them effectively.
  • Assess Medi-Call’s philosophy on reassurance calls and offer recommendations to improve their policies.
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