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Call Center Vendors, 2003.
A look at vendor selection criteria for three call center vendors.
13,370 words (approx. 53.5 pages), 5 sources, MLA, $ 249.95
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Abstract
In this paper, three vendors in competition for the installation of a call center are evaluated. The selection criteria is listed first and includes the rationale for the criteria. Then each vendor (Avaya, Siebel, Lucent Technologies) is evaluated using the criteria. A summary table of the evaluations summarizes the findings. Finally, the recommendation for the vendor that would be most appropriate for installing the call center is presented.
Introduction
Selection Criteria:
Vender Aspects - History
Pricing
Architecture of Switching System
Technical Features of the Automatic Call Distributor
Functional Aspects of the Telephones and the Agents
Software Development
Systems Management
Disaster Recovery
Avaya Inc
Lucent Technologies
Siebel Systems, Inc.
Comparison of Vendors
From the Paper
"ADKAR is a model and a technique used by employees to help them understand where the organization is in the change management process. Managers to help identify gaps in the change management process can also use it. By using the technique, they can aid their employees through the process."
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Vendor Selection for Three Call Centers, 2003.
An analysis of the selection process of vendors for call centers.
3,620 words (approx. 14.5 pages), 30 sources, MLA, $ 100.95
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Abstract
In this paper, three vendors in competition for the installation of a call center are evaluated. The selection criteria is listed first and includes the rationale for the criteria. Then each vendor (Avaya, Siebel, Lucent Technologies) is evaluated using the criteria. A summary table of
the evaluations summarizes the findings. Finally, the recommendation for the vendor that would be most appropriate for installing the call center is presented.
From the Paper
"In order to provide customer satisfaction, our agents must have functional built into their telephone stations to provide good feedback, quick response and quality data capture. The agents have requested that the stations have Hold function, Music Waiting function, headsets, Voice Messaging, Forward Calling, Personal and Global Announcement capabilities. The telephones have to be scalable to include new features in the future. Agents have also request several desirable capabilities to increase performance. They are Spell checking, minimal data entry, training, search Management and Data Quality Matching to increase customer satisfaction. In order to ensure that the data collected is utilized in the future, a quality repository for trouble tickets, service orders and returns orders will be required. An online repository of Marketing and Service Materials would also be desired to answer customer questions quickly and accurately."
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Cost Centers & Profit Centers, 1997.
Defines two approaches to organizational control, benefits & risks of changing from cost to profit, effects on management & accounting and implementation.
1,350 words (approx. 5.4 pages), 5 sources, $ 47.95
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From the Paper
"Introduction
Organizations with decentralized operations typically divide those operations into cost and profit centers. This delineation, which is a management and strategic decision, has long-term ramifications for the success of the organization, and helps define (and is defined by) the culture which exists in the company at the time the decision is made. Companies which have operated with cost centers in the past may determine that changing some or all of those cost centers to profit centers may be more beneficial to the organization in the long-run. This research examines the considerations which must be taken into account when making this determination, and evaluates the effect that such a change might have on the organization as a whole.
Cost Centers
A cost center is a.."
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U.S. Theatrical Centers, 2000.
An examination of eight theatrical centers in the U.S.: Lincoln Center, John F. Kennedy Center, Music Center of L.A. and five more.
3,375 words (approx. 13.5 pages), 18 sources, $ 119.95
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From the Paper
"This research will examine the eight top American theatrical centers in the U.S. The research will set forth the background for the establishment of performing-arts centers in certain major urban areas of the country and then discuss the focus of each such facility, with a view toward identifying the attributes of each center's operation and the scope of activity in which each center engages.
To adequately appreciate the standing that a performing arts center has in any major urban area, it may be useful to look at the social function that the concept of performing arts has served in the U.S. in general. From the acting company formed by William Hallam in 1752 in Williamsburg, Virginia (Hewitt 12-12), to the present day, theatrical performance appears to have held popular appeal with the public at large. On the other hand, there..."
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Power Center Assignment, 2006.
An analysis of the Erin Mills Power Center located in the City of Mississauga.
1,575 words (approx. 6.3 pages), 2 sources, $ 62.95
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Abstract
The paper reviews the modern concept of the power center. This paper defines the power center as "...those shopping centres that are designed or renovated specifically to attract big box tenants". This assignment examines a specific power center to explore their use of space and retail strategies. The power center this paper reviews is the Erin Mills Power Center located in the City of Mississauga. It is bordered by Highway 403 on the west so that the power center can be easily accessed by car by people from other cities.
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The Logan Health Center, 2008.
This paper looks at the Logan Health Center, studying its aims, philosophy and strategies.
766 words (approx. 3.1 pages), 1 source, MLA, $ 27.95
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Abstract
In this article, the writer notes that the Logan Health Center was established in 1995 by the Tiburcio Vasquez Health Center and New Haven Unified School District. The writer points out that the intention of the Logan Health Center is to provide a place where students at James Logan High School can learn healthy behavior such as sports and injury treatment or sexual treatment. The center also teaches injury prevention, and provides high quality health care. The writer looks at the philosophy of the Center and maintains that overall, the Logan Health Center is a positive place where students can have their physical and psychological needs met. The writer concludes that by allowing students to have a place where they can learn positive health behavior as well as positive social actions, the center successfully addresses many of the issues that students face.
From the Paper
"By offering psychological as well as physical services, the center strives to make sure that the students come to school ready to learn. Though the center focuses on physical health, it recognizes that psychosocial problems often are what keep students from attending school. Therefore, these services recognize that the student is a whole person, not just a physical body.
"This strategy prepares the students for success. The strong focus on the whole person, the center allows an environment that is beneficial for those who are active physically and need a small amount of physical help to those who are having difficult social problems."
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Assessment Centers, 2006.
An overview of the use of assessment centers to standardize the evaluation of potential employees.
3,900 words (approx. 15.6 pages), 13 sources, MLA, $ 106.95
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Abstract
This paper studies the development and use of assessment centers to eliminate unfair and unequal employee selection procedures. The paper defines the purpose of assessment centers as providing a standardized evaluation of behavior based on multiple exercises and observations. The paper then provides a historical reviews of assessment centers, which reached large scale implementation for the first time in the military during World War II. Next, paper discusses the essential elements of an assessment center, explaining that it is multi-faceted and goes well beyond panel interviews or single techniques and assessors. The paper also examines how assessment centers aid employers in making decisions about candidates and how the use of these centers protects potential candidate from biased criteria. The paper concludes by discussing how assessment centers increase the validity and acceptance of the results of such a process.
Outline
Introduction
Background
Essential Elements
Candidate Selection and Rights
Validity
Conclusion
From the Paper
"The first private sector use of assessment centers was seen in the Michigan Bell Telephone Company. They became the first company to establish an assessment center program for operational use, specifically to assess the qualifications of long-term, non-management employees for the purpose of moving into managerial positions. Companies to follow suit were Standard Oil of Ohio, IBM, Sears Roebuck, General Electric, and J. C. Penney (MacKinnon, 1975, p. 2-3). The first use of assessment centers in uniformed public service, such as police and fire services, can be found in England. The British are considered to have pioneered this process and have led the field for many years (Olson, 1981, p. 2). Perhaps the most historically influential use of the assessment center process can be found in the American Telephone and Telegraph Company's Management Progress Study which took place from 1956 through 1960. This was strictly a study and the results were not used for actual promotional decisions within the company. The steps taken in the study almost mirror the steps taken in creating and implementing an assessment center in any organization. Characteristics of successful managers were identified, including dimensions such as managerial functions, interpersonal relations, general abilities, attitude, and values. Candidates were then rated on each of the variables through the use of exercises designed to cover each of the characteristics. An in-basket exercise was used which required the assessee to prioritize and carry out multiple administrative tasks which might be found on a manager's desk. A business game and a group discussion allowed assessors to observe the behaviors associated with group problem solving and communication skills. An interview was used to cover the areas of attitude and values, and several pen and paper tests were administered as well."
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Self-Referral Medical Centers, 2005.
This paper discusses the ethicacy of self-referral medical centers, physician-owned medical centers (mostly surgical), to which the owner-physician refer their own patients.
1,845 words (approx. 7.4 pages), 5 sources, MLA, $ 59.95
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Abstract
This paper examines the political debate surrounding the challenge to the integrated healthcare system Intermountain Healthcare (IHC) health plan in Utah, whose vision is to provide the best clinical practice possible at the lowest appropriate cost, referring their patients to be treated at an IHC affiliated facility. The author points out the question regarding self-referral medical centers is that, if they can in turn refer their patients to their own surgical center, will they be more likely to want to do procedures that they would not normally find themselves doing if they had to do them across the street at the hospital? The paper stresses that, regardless of the main objective, healthcare providers should be trying to provide the best clinical practices at the lowest appropriate cost to the patient or their health insurance company.
From the Paper
"A bad example can be found right here in the Las Vegas valley pertaining to the University Medical Center quick care centers. These are urgent care centers that provide minor to moderate medical care and will transfer patients that are in need of emergent healthcare. If you are seen as a patient at one of these urgent care centers for chest pain and need to go to a hospital for further treatment, you will be transported to the UMC hospital down town. The question arises now in the valley as to whether or not your health insurance carrier will pay for your treatment at UMC. If they will not then you will be transferred from UMC to an appropriate hospital for further treatment. Is this a model of the best clinical practice, or a way for UMC to pad their wallets?"
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Family Centered Care, 2007.
This paper discusses the family centered care of patients and looks at its importance within health care.
777 words (approx. 3.1 pages), 3 sources, APA, $ 27.95
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Abstract
In this article, the writer introduces the family centered patient care model and describes its impact on health care delivery today. The writer notes that the Institute of Family-Centered Care, a nonprofit organization that is dedicated to research, education, policy change, and program development defined the model that is used currently. The writer points out that the family centered patient care approach is based on several principles such as seeing the patient as a whole, instead of just a disease or possible disease. The writer maintains that viewing a patient in a holistic manner allows a health care provider to observe a patient's external support group, such as their family and community environments.
Outline:
Introduction to Family Centered Patient Care
Historical Developments of Family Centered Patient Care
Case Study of Family Centered Care
Conclusion
From the Paper
"Through researching this paper, a case study was discovered that truly mirrored the concept of Family Centered Patient Care. A mother of a son with multiple complex problems; such as Down's Syndrome, autism, pulmonary hypertension, frequent pneumonias, avascular necrosis of the left femoral head, and multiple other conditions. This was the patient's first time to this particular facility and was presenting with an infected central line. The facility had incorporated the Family Centered Patient Care model to their healthcare delivery and added a personnel resource, a pediatric nurse practitioner that followed the child's case from beginning to end. The nurse began the relationship with the mother and included her in every decision that was made. When the mother and the nurse collaborated on antibiotic therapy, was discovered that the mother had not had relief from being the main care giver in three years. The treatment options considered were a home antibiotic therapy or the child could stay in the hospital until the end of the antibiotic therapy. The nurse practitioner was able to get authorization from the insurance company to allow the child to remain inpatient for the antibiotic therapy and the mother was able to take a much need vacation without worrying about her child. By working with the mother, the nurse was able to abstract information regarding the outcomes of previous treatment plans and discovered that the child had a failed home treatment course of antibiotics and was able to justify the respite care."
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Global Call Centers, 2008.
This paper looks at the effects of placing business call centers in different locations around the world.
1,224 words (approx. 4.9 pages), 4 sources, APA, $ 41.95
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Abstract
In this article, the writer notes that the development of call centers as part of the customer service network for major companies today is part of the process of globalization. The writer points out that technology makes it possible for a call center to be anywhere in the world and still communicate with the customer to provide answers to questions, assistance with technical problems and all of the benefits of customer service by telephone. The writer discusses that many callers remain unaware that they are talking to someone in a distant part of the world, while others who are more aware will note differences in language and accent and will realize that the call center is not in their local area at all. The writer concludes that the economic disruption is real as call centers in North America are disappearing in favor of cheaper centers in other countries. The writer maintains that though efforts are being made to hide the fact by training workers in these centers, some linguistic elements remain to differentiate these workers from others.
From the Paper
"No matter how well coached these workers may be, though, they often do not sound like Stockton or Dubuque. This may not be a major setback given the fact that many North Americans come from different parts of the world and use many accents. These workers often do not use the right slang terms or do not understand them when they hear them. They may read addresses from a computer screen and mispronounce place names that Americans would not. They tend to be well trained in certain types of business and technology, and many computer firms use such call centers and place them in India because that country also has a technologically educated population segment that can understand what customers want and how to explain technology to them. Such workers often speak better about technical matters than business issues and use the right terminology for the technology involved even when they do not use the right word in normal conversation."
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The Henderson Multigenerational Center, 2007.
A description and analysis of the Henderson Multigenerational Center, in Henderson, Nevada.
848 words (approx. 3.4 pages), 2 sources, MLA, $ 30.95
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Abstract
The paper describes the Henderson Multigenerational Center, which is a recreational center that offers opportunities for exercise and game time, has a large aquatic complex with both indoor and outdoor pools and has a computer lab and an art gallery. The paper relates that the facility can be home to cultural events, lectures and courses as well as to sports leagues and teams. The paper notes that the recreational center can also be enjoyed by the physically and mentally challenged because its facilities were built with diversity in mind. The paper points out an environmental concern but concludes that the Multigenerational Center at Henderson is an inspiration for facility designers, planners and managers.
Outline:
Background of Facility
Description of Facility
Analysis of Facility
Analysis of Focus Area
Conclusion
From the Paper
"The Multigenerational Center is located in Henderson, Nevada, a city that John F. Kennedy called a "city of destiny" (cited on "City History"). Today, Henderson is the second-largest city in Nevada. Its motto is "A Place to Call Home," and the Henderson Multigenerational Center reflects the demographics of the growing family-oriented community. Built in 2002 by the Dekker Perich Holmes Sabatini architectural firm, the recreational center also includes a large aquatic complex with both indoor and outdoor pools. Combined with the aquatic complex the Henderson Multigenerational Center totals 84,120 square feet (Brown, 2006)."
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HR Service Center, 2007.
This paper describes the role of an HR service center within an organization.
1,277 words (approx. 5.1 pages), 5 sources, APA, $ 43.95
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Abstract
This paper explores the role and importance of an HR service center in an organizational environment. Several research articles are cited which support this idea. The paper describes the HR services center's functions and who benefits from its services. Also described are steps in implementing an HR service center. The paper concludes with an explanation of human resource information (HRIS) systems.
Outline:
Role of an HR Service Center
Steps to Implement a Center
Justifying Acquisition of HRIS Within a Company
From the Paper
"An HR Service Center serves internal customers including employees and external customers including community members and external stakeholders in the organization by providing them with key insights regarding the organizations business structure, benefits and strategic design. Key stakeholders can also take advantages of the services offered by an HR service center and better understand the infrastructure of the organization or question an organizations policies, procedures and plans regarding the community or its external customers. "
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Community Centers and Social Capital, 2007.
A look at the whether the expense of running community centers can be justified by their benefits to the community.
2,788 words (approx. 11.2 pages), 12 sources, MLA, $ 83.95
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Abstract
This paper discusses how the value of community centers goes beyond building social capital within the community that it serves. It looks at how community centers are paramount to building strong communities all the way up the chain to the national level and how, through bonding, bridging, and linking, community centers help to make this world a web of support.
Outline:
Defining Social Capital
Forms of Social Capital: Bridging, Bonding, Linking
Who do Community Centres Benefit?
Do they Build Social Capital?
What is the Impact of Community Centres on the Larger Perspective?
From the Paper
"The primary difficulty with discussing social capital in any situation is that the definition of social capital has changed over the years. Social capital, in its broadest definition, refers to intangible concepts and ambiguous terms. The term "capital" is typically associated with economics. Taken in this context, one expects to be able to quantify capital in real terms. However, when one considers "social" capital, the term takes on a new meaning. It implies a connection with intangible concepts such as welfare, good will, and humanitarian activities. The term "capital" takes on an entirely different meaning in this context. "
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Child Center Care Vs. Care by Family, 2007.
This paper discusses child care options and looks at the development of children who attended child care centers compared with those in family care.
3,054 words (approx. 12.2 pages), 12 sources, MLA, $ 89.95
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Abstract
In this article, the writer notes that the question over who should care for children is once again being debated throughout North America, with many advocating that very young children be raised with either their mothers or a close member of the family instead of attending child care centers. The writer discusses research indicating that the poor quality of care given in existing centers throughout the United States is the reason for problems within the classroom, as children who attend these care centers are believed to have both development and social problems. The writer concludes that the important point of the debate over child care should be how to ensure quality care for children whose parents have to work, or have chosen to work, through understanding and enabling effective and positive child development and growth within center-based childcare.
Outline:
Abstract
Introduction
An Overview of Child Care in the United States
Contemporary Childcare in the United States
Towards an Effective Child Care System
Conclusion
From the Paper
"The changes in society over the past few decades have completely transformed the contemporary world, mainly through the consequences of warfare and the recent advancements in technology, which has also changed the lives of women. Accounting for almost half of the nation's workforce, a vast majority of them either are already mothers or will be, which means that something needs to be done about the childcare situation in America. Although center-based childcare is not, perhaps, the ideal situation for mothers and their children, most parents have little choice."
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Call Centers, 2004.
An examination of the trend by large British and multi-national companies to use call centers for their service provision.
6,254 words (approx. 25.0 pages), 12 sources, MLA, $ 146.95
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Abstract
This paper evaluates both the benefits and pitfalls of outsourcing call centers and customer service to offshore locations and explains that it clear that there are opportunities for reducing the level of costs for UK-based organizations. It points out, however, that outsourcing pilot projects and call centers to India is not without risk, especially if an organization is inexperienced in defining key performance indicators (KPI) based on its specific, predefined measures and definition of target performance levels. It further notes that offshore call centers are purely IT-supported, whereas Nationwide Building Society is strengthening its corporate position as the biggest building society in the world through a collection of positive synergies. Nationwide?s competitive advantage rests on the implementation of specialist training programs for management and staff, improved services at its call centers, information-rich Web site, and the development of new products that will cater to emerging needs in the new era.
From the Paper
"The growth of new technology over the last decade has increased the number of contact channels available to customers. While previously customers communicated by telephone, fax or letter, or by visiting a branch, they can now send an e-mail, click on a website, send an SMS, or communicate through their digital iTV. Customers today increasingly demand contact with corporations 24 hours a day, 7 days a week, which prompted numerous big name businesses to establish offshore pilot projects and call centres outside Britain. However, around 50,000 jobs have already been lost as UK firms use cheap labour overseas to cut costs. (Bid to halt call centre job losses)"
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