Case study. read through case study and answer all questions

. read through and answer all questions - issue Study ExampleThis is in terms of making the help desk more efficient and able to present a good image of the company. The second front is with Mick who believes that the position was meant to be his. This requires that she finds a appearance in which she is able to reach out to him so as to try and improve that relationship for best(p) flow coordination. The second issue that is raised is that of churnovers. In the simplest sense this is the rate at which employees leave the melody forcing the hiring of sweet employees. In the help desk or call center sphere, there has been a high churnover (also cognise as turnover) rate (Sharp 2003, p. 114). Usually when this rate is high it ends up costing the company a big deal on two fronts. The first one is by the fact that the company has to spend more money on labor costs. This is through the retraining of new staff, who may not be strong awargon of the companys culture or operation al procedures. The second point at which this greatly costs the company is by the lagging of standards when new hires come on. This is through the fact that with every new hire they strike some time to get used to performing the tasks required of them in the to the highest degree efficient way. One other people issue that Sara had to contend with is the problem solving skills that her helpdesk staff had. This is an important skill that all help desk personnel need to have (HILES & GUNN 200, p. 91). The main reason for this is that they are mainly dealing with issues that other users of the company products or services are having. Most often than not, they testament find themselves in situations where the solutions to these issues may not really be covered in their sidereal day to day dealings. On the other hand they may be unaware of the existence of the issue and hence need a way in which they can come up with solutions before they can seek but consultation on the problem. The other people issue that Sara has to contend is the ability of her work force to ordain and work as a team. This is evident from the fact that each of those in the team had their own roles and they did not coordinating with one another before Saras intervention. In any helpdesk, there is need for teamwork and coordination of efforts to break that the clients needs are met satisfactorily. This should also be in a manner that is client friendly. Sustaining New Work Culture The first step in ensuring effective functioning of the helpdesk may be in the sustaining of the culture that she has already created. Sara has so far done a good phone line in ensuring that everyone at the helpdesk is working. Also that everybody is working with one another. That is, the effort is coordinated and not a single employee feels that they are overly burdened. This can be evident by the fact that at the here and now the inquiries are first handled by Mick before they are then passed onto Tim and Jean for solving. This way the work is being done much faster and much more effectively. One of the ways in which Sara may ensure that this culture continues is by ensuring that she encourages the team work that she has now developed. This may be done by giving team assigned tasks, by scheduling team building activities and encouraging non-official office intercourse that will build the teams togetherness (Boller 2005, p. 3). The second thing may be by the encouragement of