Research Paper on:
A Case Study Using Assumptional Analysis

Unformatted Sample Text from the Research Paper:
fictitious division within an imaginary company. The company is a utility company. The organisation is relatively bureaucratic in style with set department, department managers and team leaders. The engineers and  maintenance staff answer to area managers who in turn answer to regional managers. The way in which jobs are determined may be through the internal regular maintenance schedules, the fault  finding equipment or by way of calls from customers and the public regarding the infrastructure. The calls are taken by a dedicated call centre. The staff are trained  before being allowed into the system and they will take calls and either book a job though a computerised diary system, or pass the call to the relevant department  if it is not a maintenance or repair call. The call centre staff answering the calls are part of the larger call centre where other queries are handled such as  bill enquires as well as address moves. The problem within the organisation is the way in which there appears to be a great deal of fragmentation in the system. All  staff use the same computer programme and can assess the relevant sections by way of assigned access rights. Customers calling in may find they are passed around between different people  before getting to the right department. However, the major current issue is level of complaints that the repair and maintenance teams are getting, The call centre staff answer to call  centre management that are not within the same hierarchy arm as the engineering department. When complaints are made the escalation process is complex and this has created delays in responses  to both the problem and the complaint. The team that is being considered is that f the complaints handling team. This has been developed as a result of the