DColeman-BUS-470-RS-Problem_Solutions_Matrix1.xlsx

Solutions Design Matrix

Problem Solutions Matrix

Directions: You will use this matrix to record previous attempts to address the problem and proposed problem solutions. Complete the columns on the matrix as directed. For the “Previous Problem Solution/Proposed Problem Solution” column, include a detailed description of the solution, including the source of the solution. In the case of a previous solution, the source could be a manager interview, while the source for a proposed solution could be a link to an online reference article or resource. All other columns must rank the specified element as it relates to the solution using a 1, 3, or 5, with 5 being the highest ranking. Note that the “Customer Importance” column is weighted at twice the value of the other categories, since the impact of a solution on customers if of utmost importance. For example, if the solution was very important to the customer experience, it would earn a 5. If that same solution was only a 1 in efficiency and quality, then a 1 would be used in those two columns. If employees were somewhat satisfied with the solution and it was in the middle in terms of cost effectiveness, then both of those columns would be ranked as a 3. When calculated, the overall solution score would be 18. This number could then be used to compare the solution to others as a means of determining whether or not it should receive further consideration for implementation as a problem solving strategy.

Customer Importance Efficiency Quality Employee Satisfaction Cost Effectiveness Solutions Score

Previous Problem Solution Rank each items as a 1, 3, or 5 with 5 as highest ranking. Note: Customer Importance is weighted more heavily than other categories.

Ex: Update and provide more training to Call Center staff 3 1 3 3 1 14

Provide the proper materials & resources for employees 3 1 3 3 1 11

Finding mentors for managers. 3 1 1 1 1 7

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Proposed Problem Solution Rank each items as a 1, 3, or 5 with 5 as highest ranking. Note: Customer Importance is weighted more heavily than other categories.

Ex: Change CRM rules for highest error categories 3 5 5 5 3 24

Provide perks/incentives for employees. 3 5 3 5 3 22

Employees evaluted management, so they can improve on management skills. 3 1 1 3 1 12

Provide quarterly trainings for management 3 3 3 5 3 20

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Problem Solutions Matrix Part 2

Problem Solutions Matrix Part 2

Directions: Transfer the data for columns A-G from your original Problem Solutions Matrix spreadsheet file. Complete column H by following using the note provided.

Customer Importance Efficiency Quality Employee Satisfaction Cost Effectiveness Solutions Score Research Data and Examples

Proposed Problem Solution Rank each items as a 1, 3, or 5 with 5 as highest ranking. Note: Customer Importance is weighted more heavily than other categories. NOTE: List specific resources used to find examples, relevant statistics data, and facts regarding the effective implementation of the problem solving strategy in related businessess. Cite all resources using APA format.

Change CRM rules for highest error categories 3 5 5 5 3 24 Used data analysis from root cause analysis and hypothesis testing of significant variables to identify high impact solutions.

Update and provide more training to Call Center staff 3 1 3 3 1 14

Provide perks/incentives for employees. 3 5 3 5 3 22 Research and surveys done on how perks/incentives increase employee productivity.

Employees evaluted management, so they can improve on management skills. 3 1 1 3 1 12 When evaluations are done, then a person can learn what they are doing correctly and incorrectly. Sometimes people do not realize the mistakes they are making. Evaluations are currently done for employees and they are responsible to make necessary changes, if needed. This same accountable will be held for those in management as well.

Provide quarterly trainings for management 3 3 3 5 3 20 Studies show that proper training can make an individual more prepared and successful for their assigned duties/tasks.

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Directions: In the space below, indicate which problem solution you have selected and justify why you think this will be the most effective way to address the problem you have identified in your organization.

The best solution would be to provide perks/incentives for employees. Studies show that by adding incentives, it increases employees productivy/performance (Stolovich, 2010). Incentives will give the employee a goal to work towards and can boost morals.

Reference:

Stolovich, H. (2010, January 20). Incentives, Motivation and Workplace Performance: Research and Best Practices. Incentives, Motivation and Workplace Performance: Research and Best Practices | Research | The Incentive Research Foundation. https://theirf.org/research/incentives-motivation-and-workplace-performance-research-and-best-practices/147/#:~:text=Incentives%20increase%20performance%20by%20boosting,foster%20a%20sense%20of%20value.