In one paragraph preview the case facts and background. Do not duplicate what is in the case itself.
The body of the report addresses Questions 1-4 in a clear, concise and cohesive manner. This report should be business like, organized and methodical. Please note: each question should become a section title.
- What are the service management characteristics of the CSR job?
- Define the mission statement and strategy of the Help Desk. Why is the Help Desk important? Who are its customers?
- How would you handle the customer affected by the inaccurate stock price in the bank’s trust account system? Would you take a passive or proactive approach? Justify your answer.
- Using the data on call volume in the table, how would you forecast short-term demand?