Main Learning Objectives Being Utilized In This Assignment:
1.Communicate information accurately and credibly in oral, written and graphic formats.
2.Describe the advantages and disadvantages of in-sourcing (make) and outsourcing (buy).
3.Prepare a recommendation on supplier selection using the weighted-point evaluation system.
4.Describe some of the concepts of an effective Total Quality Management (TQM) program including: Continuous Improvement, Employee Empowerment, and Benchmarking.
5.Apply time management and organizational skills to facilitate the completion of tasks and to meet deadlines.
6.Discuss the determinants of service quality and how it can be measured.
Should Roell continue on as is or outsource its Customer Services? Be sure to justify your answer based on your numeric and researched findings pertaining to advantages/disadvantages of insourcing or outsourcing.
Regardless of the outcome from your analysis, management is looking for ways to benchmark or evaluate their Support Desk. Your manager wants to know how we are going to specifically measure performance of the online assistance whether we continue to insource or outsource it.
You must provide four specific measurements (preferably quantifiable) for different metrics to measure the performance of your Support Desk.
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