Production and Operations Management 1.The product process I chose was Outbound Telemarketing. The two operations management problems that I chose were timely calling and quality sales. Timely calling is very important to Outbound Telemarketing, therefor calls are monitored to ensure that they are being placed in a timely manner. Telemarketing is a numbers game. This means that the more people you talk to, the higher your selling potential. Here is an example. There are 100 agents on the sales floor making calls during an 8-hour period. We will say that each of those 100 people are on the phones 8 full hours and that each of them did not proceed calls for 5 minutes for each hour they worked. This would mean that during that 8-hour period of business there was a total of 4000 minutes or approximately 67 hours of non-calling time. On the average an individual can make at least one sale per hour. Which means that potentially 67 sales were lost. This hopefully demonstrates the importance of this problem for Outbound Telemarketing. The bottom line is that timely calling is a must. When agents are not making calls as they needed, it can cost the company. The company is financially paying the agents to be making calls when there not, the company is billing clients for non-productive times, the company loses the time that has been wasted and will have to make up for it at a later time, and there is also the lost sales.The other is Quality Sales. Quality Sales are very important to Outbound Telemarketing. There is a Quality Assurance Department that is responsible for listening to the majority of the sales. By listening to the sales the company ensures that the agents are making sales that are quality sales. A quality sale is a sale in which the customer wanted the product; in which the agent gave the customer all the correct information, in which the agent did not mislead the customer, and in which the agent was polite and...
