Parry’s is a retail company that sells electrical goods in the high street. It has a team of three customer service assistant’s, managed by a customer service manager, who responds to customer queries. The assistants do not get involved with selling new products, their main line of duty is with after-sales service.
The customer service unit is informally structured, but over the years two of the assistants have developed specialist knowledge – one in music systems/TV/radio and the other in kitchen items, such as microwaves and fridges.
The manager of the company feels that there are some issues with the service that they offer and wants to improve it and put it on a more formal and sustainable basis for the long-term. He had recruited an external consultant who started off the investigation, but due to unforeseen circumstances, he has recently had to withdraw from this role.
You have been asked to take over the investigation and complete the analysis and design. An assistant has been provided, who has little experience of systems analysis and you have been assigned to mentor him so that in the future he can work independently and efficiently. The assistant is currently undertaking a part-time degree in IT.
You have been given some notes and transcripts of interviews (See Parry’s System 1 & 2 found on Ebridge).
Parry’s is a retail company that sells electrical goods in the high street. It has a team of three customer service assistant’s, managed by a customer service manager, who responds to customer queries. The assistants do not get involved with selling new products, their main line of duty is with after-sales service.
The customer service unit is informally structured, but over the years two of the assistants have developed specialist knowledge – one in music systems/TV/radio and the other in kitchen items, such as microwaves and fridges.
The manager of the company feels that there are some issues with the service that they offer and wants...