Three tasks (5 page paper, 8 slide power point with speaker notes, 3-5 page paper)

Task2.docx

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Task 2 assignment (8 PPT Slides)

This is the outline of the team scenario that happened with the HR department when they were essentially turned into a call center and listed below is the outline of issues. This is what need to be used in order to develop the power point slides. The listed bullet points below are the main points.

· Identification of five best practices of high performing teams

· Proposal of a solution to the teamwork problem

Slides must have speaker notes

Ask HR Solution Center Outline

1. November 2017

a. Some were told they would be moved

b. Positions offered & accepted

c. Compensation Consultant

2. December 2017

a. communications about solutions center

b. Management met with groups affected

c. Open-door policy

d. Asked for ideas to be submitted

3. January 2018

a. Building layout announced

b. Desks assigned

c. Final group meetings to discuss move

d. Positions that were offered to some, were given to others without notification (issues begin to arise)

e. Management encourages staff to apply for lead positions after they move to the solution center

f. Move takes place on Jan 28th

4. Feb 2018

a. Team of 11 introduced to each other

b. Team leads already selected, no interviews held, no opportunity given to others

c. Training begins

d. Initial team

i. Would be divided into subject matter expert groups

ii. Assigned tasks (licensure, employee health, data entry, etc)

e. 4 more team members added (current employees were told the 4 would be brought on just to answer phones)

5. March 2018

a. Phone/staff schedule released.

b. All staff on phones

i. 2 hours per day, then 4 hours per day, then 6 hours (schedule keeps changing)

ii. Team leads have zero scheduled phone time, they are also not responsible for additional work or tasks

c. Phones go live March 4th

i. Staff overwhelmed, high que volumes

ii. Leads constantly telling staff to take calls

iii. Leads are not helping take calls.

iv. Team begins to become discouraged

v. Promises were not kept

vi. Told we are slaves to our phones

vii. Some team members not taking calls during their scheduled phone time and others are forced to pick of slack

d. Team notified all of their personal stats would be posted for everyone to see. Stats include:

i. Length of calls

ii. Time off calls or in between calls

iii. Number of calls taken

iv. Number of breaks taken and length

e. Scheduled tightened even more, flexibility of start and end time lost.

Team members looking for other jobs, some verbally reprimanded for voicing concerns and complaints, morale dropping.