After reading the case and using the following questions as a guideline, you will provide a business report 5-7 pages in length. This report should include an executive summary, as well as introductory and concluding paragraphs. An executive summary should give the reader enough information about the case so that they are not required to read the case for background information (no more than 1/2 of a page, single spaced for the executive summary only), use the Chicago Turabian style to create endnotes and a bibliography to the sources used. There will be deductions for format, spelling, and/or grammatical errors as per the assignment rubric. All papers should be double spaced 12p font and no larger than 1 inch margins. Make sure that your papers are proof read before submitting. If you are concerned about your writing, consider contacting the Learning Commons for assistance. When uploading the document to D2L include your name in the file name (e.g. smithCase.doc). PART 1
As the HR Manager Ontario for Scanim an operator of call centres, you have been summoned to head office in Houston, Texas. Upon your arrival you are ushered into a meeting where you are informed that Scanim has signed a 5 year contract to provide in-bound customer service operations for Chrysler Corporation. Chrysler has recently been restructured after filing for bankruptcy and has been purchased by Fiat. The automotive industry is not thriving and rumours are that Chrysler will cease to exist within 3 years. The service that your organization will provide to Chrysler will involve handling in-bound calls placed within North America. Your representatives will have to provide information regarding service and warranty claims and may be required to ‘up-sell’ extended warranties. This contract will require your organization to expand by 100 operators per shift. On each shift you will be required to have 15 bilingual operators working. Each operator will be required to have some technical...
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