You have made certain changes to the organisational structure. As you are now managing two departments, you have created 2 new positions: Customer Service Team Lead and Human Resources Team Lead.

These vacancies were filled internally. You have discussed the complex issues that the 2 departments are facing with the respective personnel and are planning to conduct an ideation session with each one of them. Ideation session with Customer service team lead - Mark Thompson

You: Our customer complaints have quadrupled in just a year's time, how can we reduce these?

Mark: We do have more data on it; we can see that 46% of the customers had to wait for long times, 17% felt our staff lacked knowledge, 15% felt that they were asked for too many details.

You: Hmmm, what do you suggest should be done?

Mark: In my opinion, we should focus more on training the staff regularly.

You: Given the circumstances where we don't have enough staff to cope with the current customers, additional training during work hours would rather increase customer complaints as there would be less or no staff to answer calls.

Mark: Yes.

Question 1:

Name and explain at least 3 creative and critical thinking techniques that you would suggest Mark to use so that he could come up with more effective solutions

Question 2:

You are required to provide and explain 3 suggestions or ideas to reduce the high turnover.

Question 3:

Evaluate each of those solutions and write down at least one advantage and limitation for each of the solutions provided in Q2. You can use the table below.

Solution 1	Advantage	Limitation

Question 4: Based on the solutions provided in Q2, use any decision-making tool of your choice to select the 2 most viable solutions of those three. Explain which decision making tool you used and how you made the decision.