This is based on a plan to have employees work together as a team

AutoSave OFF BUS-470-RS-Problem_Solutions_Matrix Home Insert Draw Page Layout Formulas Data Review View Tell me Share Comments Times New Roman v 12 AA ab Wrap Text General Insert v = Ex AP- O. Ex Delete v Paste DVAv EE Merge & Center v $ ~ % 9 Conditional Format Cell Sort & Find & Analyze Sensitivity Formatting as Table Styles Format v Filter Select Data fx A B C D E G H K Problem Solutions Matrix Part 2 Directions: Transfer the data for columns A-G from your original Problem Solutions Matrix spreadsheet file. Complete column H by following using the note provided. Customer Cost Efficiency Quality Employee Satisfaction Effectiveness Solutions Score Research Data and Examples C Importance Rank each items as a 1, 3, or 5 with 5 as highest ranking. NOTE: List specific resources used to find examples, relevant statistics data, and facts regarding the effective implementation Proposed Problem Solution 6 Note: Customer Importance is weighted more heavily than other categories of the problem solving strategy in related businessess. Cite all resources using APA format. Change CRM rules for 3 24 Used data analysis from root cause analysis and hypothesis testing of significant variables to identify high impact highest error categories solutions. Update and provide more 14 8 training to Call Center staff 9 10 Directions: In the space below, indicate which problem solution you have selected and justify why you think this will be the most 11 effective way to address the problem you have identified in your organization. 12 13 18 30 31 36 Solutions Design Matrix Problem Solutions Matrix Part 2 + Ready + 100%AutoSave OFF BUS-470-RS-Problem_Solutions_Matrix Home Insert Draw Page Layout Formulas Data Review View Tell me Share Comments Times New Roman v 12 AA ab Wrap Text v Custom Insert v Ex AY- O. Ex Delete v I V Z Paste B I UVV DVAv Merge & Center v $ ~ % " Conditional Format Cell Sort & Find & Analyze Sensitivity Formatting as Table Styles Format v Filter Select Data G5 X V fx Solutions Score A C D E G H K M N 0 P Q R U 2 Directions: You will use this matrix to record previous attempts to address the problem and proposed problem solutions. Complete the columns on the matrix as directed. For the "Previous Problem Solution/Proposed Problem Solution" column, include a detailed description of the solution, including the source of the solution. In the case of a previous solution, the source could be a manager interview, while the source for a proposed solution could be a link to an online reference article or resource. All other columns must rank the specified element as it relates to the solution using a 1, 3, or 5, with 5 being the highest ranking. Note that the "Customer Importance" column is weighted at twice the value of the other categories, since the impact of a solution on customers if of utmost importance. For example, if the solution was very important to the customer experience, it would earn a 5. If that same solution was only a 1 in efficiency and quality, then a 1 would be used in those two columns. If employees were somewhat satisfied with the solution and it was in the middle in terms of cost effectiveness, then both of those columns would be ranked as a 3. When calculated, the overall solution score would be 18. This number could then be used to compare the solution to others as a means of determining whether or not it should receive further consideration for implementation as a problem solving strategy. Customer Employee Cost Efficiency Quality 5 Importance Satisfaction Effectiveness Solutions Score Rank each items as a 1, 3, or 5 with 5 as highest ranking. Previous Problem Solution Note: Customer Importance is weighted more heavily than other categories. Ex: Update and provide more training to Call Center 3 3 14 7 staf 0 6 00 10 11 Proposed Problem Solution Rank each items as a 1, 3, or 5 with 5 as highest ranking. 12 Note: Customer Importance is weighted more heavily than other categories. Ex: Change CRM rules for 3 5 5 3 24 13 highest error categorie 14 15 16 0 17 18 19 0 20 21 22 23 D Solutions Design Matrix Problem Solutions Matrix Part 2 + Ready + 100%