Risk Assessment

Running head: RISK ASSESSMENT
Risk Assessment
Name of the Student
Name of the University
Author Note

1CHANGE MANAGEMENT
Introduction:
The modern organizations are seen to suffer from the absence of the quality in the
services of the employees in a significant manner. The lack of quality in the services of the
employees is affecting the growth and goodwill of the organizations (Goetsch and Davis
2014). The paper evaluates one such case where the affected company is Innovative Widgets.
The paper discusses the team performance of the employees of the company and at the same
time, it evaluates the probable causes responsible for the decreasing performance and
recommends suitable options as solutions for the same. Along with this, the paper provides
evidence as mail for resolving the concern of the customer company of the organization in
the form of Yore Mine Company.
Discussion:
Customer Service Team Performances:
The customer service team including employees like Mia, Nitin, Jonas, Taya and
Mary and led by John was observed to face some difficulties at the start of the year. John had
only three at that time in the form of Mia, Nitin and Jonas and the team was unable to meet
the desired production by 2% each in the month of January and February. However the team
performed well in the following month where they were able to overshoot the target by 3.5%.
During April and May the team did not perform so well and missed the target by 1.5% and
0.5%. However the team performed significantly well during the month of June, July, August
and September and that is pretty evident with the rise in the margin of overshoot if the target.
The team was able to achieve 4%, 4.5%, 3.5% and 7% more than the set target in those
months. However in the month of October, one of the members of the team, Nitin was seen to
quit the job and two new employees were introduced into the team in the form of Taya and
Marry. The team was able to achieve the highest margin of overshoot during that time with

2CHANGE MANAGEMENT
10% and 12% respectively. However the lack of experience of the new employees seemed to
affect the overall quality of the services of the team. The team started to run after the number
of calls rather than making sure that the customers be able to get optimum quality service
(Rekatsinaset al. 2015). For example, one evident can be cited as one of the member of the
team, Mary was found to deal with the customer in a significantly unprofessional manner
where the employee was behaving rudely to the customers and at the same time, was putting
the customer on hold intentionally. Both of these acts are against the service rule of
Innovative Widget.
These are some serious issues which are making the overall performance of the team
significantly low and Mary is not the only one responsible in this decrement of the quality of
the services of the team.
Possible causes of the shortfalls in the customer service:
The quality in the customer service operations of the organization is observed to be
significantly low due to the intention of the team of attending maximum number of calls. The
members of the team were unable to attend majority of the calls in an efficient manner to
meet all the queries of the customers. The members of the team were observed to be
significantly unprofessional during managing the calls as the temperament shown by them
was not appropriate. The causes of such treatment to the customers can be the significant
generation of the work stress among the employees of the organization. At the same time, the
reason for this can also be the absence or lack of on job training of the employees of the
organization. The employee’s intention of attending higher number of calls is the reason
behind the intentional call holding (Guzman and Stern 2016). The absence of the
competencies for effective tracking of the orders of the customers and producing real time
data regarding the shipment of the orders were significantly causing the decrement in the