Capstoen Paper
Memorandum
To: Diana Gale, Director of Seattle Solid Waste Utility
From: John Anthony, Director of Customer Service of Seattle Solid Waste Utility
Date: March 5, 2013
-------------------------------------------------
Re: Recommendation to Change Customer Service of Seattle Solid Waste Utility
Introduction
As pursuant to your request, the purpose of this memorandum is to detail the changes in the Seattle Solid Waste Utility’s (SWU) Customer Service office to make SWU customer friendly and improve the Customer Service office overall.
Criteria
The following criteria are necessary to achieve a successful outcome when addressing and solving the problems through the proposed alternatives. The problems of this case are interdependent involving many issues. Accordingly, the criteria are also interwoven and will be attained with a successful implementation of each alternative. 1. Become efficient at customer service 2. Increase staff morale 3. Lay the ground work to implement Mayor Charles Royer’s recycle program
Background
The purpose of this section is to provide the context of problems that have been identified in SWU’s Customer Service office since I have been assigned as the Director of the Customer Service office. As you read this, refer to the timeline in Attachment 1.
In November 1985 there was a discovery of methane gas buildup in twelve homes near the City’s two landfills; accordingly, the homes were evacuated and the landfills were closed. After the closure, the City had no place to process its solid waste; however, through a negotiation process with King County, the City was able to find a place to process its solid waste for a period of two years in the County’s landfill. The two year period is the timeframe for the City to develop an alternative disposal option for its solid waste. Due to the cost of closing the landfills compounded with the cost of using the County’s landfill, the City Council voted to raise the service rates
To: Diana Gale, Director of Seattle Solid Waste Utility
From: John Anthony, Director of Customer Service of Seattle Solid Waste Utility
Date: March 5, 2013
-------------------------------------------------
Re: Recommendation to Change Customer Service of Seattle Solid Waste Utility
Introduction
As pursuant to your request, the purpose of this memorandum is to detail the changes in the Seattle Solid Waste Utility’s (SWU) Customer Service office to make SWU customer friendly and improve the Customer Service office overall.
Criteria
The following criteria are necessary to achieve a successful outcome when addressing and solving the problems through the proposed alternatives. The problems of this case are interdependent involving many issues. Accordingly, the criteria are also interwoven and will be attained with a successful implementation of each alternative. 1. Become efficient at customer service 2. Increase staff morale 3. Lay the ground work to implement Mayor Charles Royer’s recycle program
Background
The purpose of this section is to provide the context of problems that have been identified in SWU’s Customer Service office since I have been assigned as the Director of the Customer Service office. As you read this, refer to the timeline in Attachment 1.
In November 1985 there was a discovery of methane gas buildup in twelve homes near the City’s two landfills; accordingly, the homes were evacuated and the landfills were closed. After the closure, the City had no place to process its solid waste; however, through a negotiation process with King County, the City was able to find a place to process its solid waste for a period of two years in the County’s landfill. The two year period is the timeframe for the City to develop an alternative disposal option for its solid waste. Due to the cost of closing the landfills compounded with the cost of using the County’s landfill, the City Council voted to raise the service rates
Bibliography: Advertise With Us." KOMO News. Accessed March 03, 2013. http://www.komonews.com/advertise. "Adnerson-Anderson Stony Creek Township Public Library: Board of Trustees Meeting." Anderson Public Library. Accessed February 21, 2013. http://www.and.lib.in.us/your-library/library-board minutes/library-board-minutes/1987-minutes. "BID/RFP/RFQ List Fiscal Year 11/12." City of Ocoee Florida. 2011/2012. Accessed March 4, 2013. http://www.ocoee.org/Departments/Finance/Purchasing/docs/Bid_History_Fiscal_Year_1112.pdf. "Calendar for Year 1987 (United States)." Year 1987 Calendar. Accessed March 03, 2013. http://www.timeanddate.com/calendar/?year=1987. "CERCLA Overview." EPA. December 12, 2011. Accessed March 04, 2013. http://www.epa.gov/superfund/policy/cercla.htm. "Community Involvement." KOMO 4 TV. Accessed March 03, 2013. http://www.komonews.com/tv/community. “The Dell Online Store: Error." The Dell Online Store: Error. February 4, 2013. Accessed March 04, 2013. http://ecomm.dell.com/dellstore/basket.aspx?c=us. Dermody, Eileen, and Erica Thornson. "Customer Service Innovations at The Seattle Solid Waste Utility (A)." School of Public Affairs, 1996, 1-12. Accessed January 28, 2013. Doak, Robert T. "Solid Waste Disposal: Washington, USA." Solid Waste Disposal: Washington, USA. July 1994. Accessed March 04, 2013. http://www.colby.edu/personal/t/thtieten/swm-wa.html. “Elected Officials.” City Departments, Accessed March 3, 2013. http://www.seattel.gov/html/citizen/ city_officials.htm. "Fiscal.wa.gov|Salaries." Fiscal.wa.gov|Salaries. Accessed March03, 2013. http://www.fiscal.wa.gov/ salaries.aspx. Fox, Christopher. 1986. Future generation information systems. Journal of the American Society for Information Science (1986-1998) 37, (4): 215, http://search.proquest.com/docview /216891507?accountid=28969 (accessed March 10, 2013). "The Inflation Calculator." The Inflation Calculator. Accessed March 03, 2013. http://www.westegg.com/inflation/infl.cgi. Kenney, Anne R. "Cornell University Department of Preservation and Conservation." Cornell University Department of Preservation and Conservation. Accessed March 03, 2013. http://www.library.cornell.edu/preservation/com/comfin.html. Kingma, Bruce R. "Economics and Usage of Digital Libraries: Byting the Bullet." Scholarly Monograph Series. 2008. Accessed March 2, 2013. http://quod.lib.umich.edu/cgi/t/text/text idx?c=spobooks;;idno=5621225.0001.001. "MicroFiche …Supplies." Accessed February 29, 2013. http://www.micrographicsolutions.com/fichedup.htm. Renee, Michelle. "How Much Does a TV Commercial Spot Cost?" EHow. January 31, 2011. Accessed March 03, 2013. http://www.ehow.com/info_7875501_much-tv-commercial-spot-cost.html. Schleicher, Henry E. "OptiFICHE." Management Accounting 74, no. 10 (1993): Accessed February 30, 2013). 14-14, http://search.proquest.com/docview/229747255?accountid =28969 Seattle, Washington [ 8 ]. Michelle Renee, "How Much Does a TV Commercial Spot Cost?," EHow, January 31, 2011, accessed March 03, 2013, http://www.ehow.com/info_7875501_much-tv-commercial-spot-cost.html. [ 9 ]. "Community Involvement," KOMO 4 TV, accessed March 03, 2013, http://www.komonews.com/tv/community. [ 10 ]. "Advertise With Us," KOMO News, accessed March 03, 2013, http://www.komonews.com/advertise. [ 11 ]. "Calendar for Year 1987 (United States)," Year 1987 Calendar, accessed March 03, 2013, http://www.timeanddate.com/calendar/?year=1987. [ 12 ]. (For example, write: under "Summary") "Radio Advertising Costs--How Much Should I Budget?," Strategic Media, accessed March 3, 2013, http://www.strategicmediainc.com/radio-advertising-articles/Radio%20Costs.pdf. [ 13 ]. "2013 Ratecard PDFs," The Seattle Times Company, January 1, 2013, accessed March 03, 2013, http://www.seattletimescompany.com/advertise/currentrates.html. [ 15 ]. Bruce R. Kingma, "Economics and Usage of Digital Libraries: Byting the Bullet," Scholarly Monograph Series, 2008, Section 15.2, accessed March 2, 2013, http://quod.lib.umich.edu/cgi/t/text/text-idx?c=spobooks;;idno=5621225.0001.001. [ 16 ]. "The Inflation Calculator," The Inflation Calculator, accessed March 10, 2013, http://www.westegg.com/inflation/infl.cgi [ 17 ] [ 18 ]. Government," USArchive Imaging, accessed March 2, 2013, http://www.usarchive.com/document-management-services/government/. [ 19 ]. Paul Conway, "Yale University Library 's Project Open Book," Yale University 's Project Open Book Evaluation, February 1996, Section: Cost, accessed March 1, 2013, http://www.dlib.org/dlib/february96/yale/02conway.html. [ 22 ]. "Adnerson-Anderson Stony Creek Township Public Library: Board of Trustees Meeting," Anderson Public Library, accessed February 21, 2013, http://www.and.lib.in.us/your-library/library-board-minutes/library-board-minutes/1987-minutes. [ 23 ]. "The Dell Online Store: Error," The Dell Online Store: Error, February 4, 2013, accessed March 04, 2013, http://ecomm.dell.com/dellstore/basket.aspx?c=us. [ 24 ]. About Carolina Software and Waste Management Software," About Carolina Software and Waste Management Software, 2011, accessed March 03, 2013, http://www.wasteworksonline.com/about.asp. [ 25 ]. Henry E. Schleicher, "OptiFICHE," Management Accounting 74, no. 10 (1993): 14, accessed February 1, 2013, http://search.proquest.com/docview/229747255?accountid=28969. [ 26 ]. Christopher Fox. 1986. Future generation information systems. Journal of American Society for information systems (1986-1998) 37, (4): 215, http://search.proquest.com/docview/216891507?accountid=28969 [ 27 ] [ 28 ]. "Fiscal.wa.gov|Salaries," Fiscal.wa.gov|Salaries, accessed March 03, 2013, http://www.fiscal.wa.gov/salaries.aspx. [ 31 ]. "CERCLA Overview," EPA, December 12, 2011, accessed March 04, 2013, http://www.epa.gov/superfund/policy/cercla.htm. [ 32 ]. Robert T. Doak, "Solid Waste Disposal: Washington, USA," Solid Waste Disposal: Washington, USA, July 1994, accessed March 04, 2013, http://www.colby.edu/personal/t/thtieten/swm-wa.html. [ 33 ]. "BID/RFP/RFQ List Fiscal Year 11/12," City of Ocoee Florida, 2011/2012, accessed March 4, 2013, http://www.ocoee.org/Departments/Finance/Purchasing/docs/Bid_History_Fiscal_Year_1112.pdf [ 34 ] [ 35 ]. "WasteWORKS Solid Waste Management Software," WasteWORKS Wlaker and Wizard, 2011, products, accessed March 04, 2013, http://www.wasteworksonline. [ 36 ]. "Solid Waste Disposal: Washington, USA," Solid Waste Disposal: Washington, USA, July 1994, accessed March 04, 2013, http://www.colby.edu/personal/t/thtieten/swm-wa.html.