Binz Inc. Case Study

The Binz Inc. organization is a company that has experienced a significant spike in product sales over the past few months; which resulted in an increased workload for the various departments. The increased workload has put a bit of a strain on the staff, and because of this the production rate has dropped, the sales department is not operating at its full potential, and management fears the customer service department is unable adequately service the customers. It is my intent to discuss the needs of the customer service department at Binz Inc. from a training program point of view. I will propose a few different solutions to the issues found in the needs analysis conducted by Fred Knott. I will also discuss the cost of training, the amount …show more content…
have the customer service skills and technology needed to successfully perform the job. After reviewing the employee interview and the customer service agent job description it is my opinion that the customer service agents need formal training in order to successfully perform the duties that come with the increased growth of the company. Binz Inc. must ensure that the customer service agents are competent, motivated and have the personality for the job. To get a better understanding of the issues within this department I would recommend Mr. Knott spend a day personally observing the day to day operations of the customer service department while continuing his person and task analyses. This would shed light on the types of calls received, the personalities of the employees, the effectiveness of the current product specification system & production manual; as well as the input, output, consequence and feedback cycle of the department. This would also give Mr. Knott the opportunity to see whether the management’s concern regarding losing customers due to the lack of customer service effort is a valid one, or whether or not the loss of customers is strictly product based. The man hours for this task would be approximately eight hours and the cost would be minimal since this task would be part of Mr. Knott’s need assessment. If Mr. Knott confirms that the issues within the department are due to a lack in