A work process analysis recommendation that I discovered within my department is with the connection between our vendor offices, the customers, and the back office. Verizon has hired vendor offices that offer customer service to its customer at a cheaper cost than it cost the company to employ someone as an actual Verizon employee. The problem with some of these vendors are that they are restricted access to some customer information due to state, country, company policies. This means that if a customer calls in about a missing payment some vendors are basically only able to file the complaint on behalf of the customer without collecting all of the information needed. Therefore once the complaints is filed by a vendor representative it takes
