unit 354

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Case Study Unit 354 Monitor and Solve Customer Service Problems

Business problems can come in all shape and sizes as they can be very different from one another they require many different approaches to resolve them. Some may even cause wider- spreading problems which disrupt the whole business. But they will all require some aspect of decision making and a variety of approaches can be used solve problems. The result of a business problem can have a positive or negative effect on the business.
Our business is built around routine daily, weekly, monthly or yearly jobs. When business problems upset a routine, especially in our line of work they have cost implications some of which can be serious. Every business tries to avoid this. The cause of a business problem can be varied and many. Two main factors of business problems can come from ‘Uncontrolled Change’ and ‘Controlled Change’.
Uncontrolled Change- is a problem that is caused but outside the control of the business. The business takes a reactive role in identify what the business problem is and how best it can be resolved. These changes could come through changes in Government impacting on policy; legislation; environment; social upheaval; technology etc.
Controlled Changes- this occurs as a result of a business re-evaluation of an existing strategy or plan of work. These changes can come from within the business itself. E.g. the effects of changes to other parts of a business that are looking at ways of becoming leaner, or from outside the organisation, e.g. deciding to launch a new product ahead of schedule when it hears that a competitor is about to launch the same product.
Each of these changes will upset the established routine for the work plan. An evaluation will have to take place once the problem is determined, this is to establish the effect of this change and see how much of a problem it may cause the business, and this is so the business can resolve the problem accordingly. This is

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