equirement and not an option. The rest of the employees who are resisting the training and do not want to change their status quo will no longer have that luxury. All of the employees within the call center department are to be empowered with flexibility and will be forced to adapt to change by increasing their skills.Overall job descriptions will be put into place. All of the existing positions will be looked at and revisions are to be made where needed. The tier practice is to be revised. It is more logical to implement a monetary value for the tiers. Employee job dissatisfaction and lack of motivation will rise above the clouds with the development of career enhancement, goal setting, and monetary rewards.Decision Making TechniqueThe PMI chart is a simple technique of deliberate pro and con identification. It is a graphic representation of alternatives or points involved in a decision. In one form, it can be a list of positive and negative attributes, and all the interesting points surrounding a particular choice. The PMI chart has three categories in which plus or good points of the idea are listed, then all the minus or bad points, and finally all the interesting points such as consequences, areas of curiosity, or attributes that are not important to view as good or bad at this point. This last category also allows exploration of the idea or choice outside the context of judgment. Drawing up such a chart insures that both the positive and negative aspects of each direction or decision will be taken into account.After studying the PMI chart and came up with a list of positive and negative attributes to each alternative, the team has concluded that to implement weekly meeting to discuss dilemmas, point of views, and a better understood of employees concerns and feelings is vital. Whenever an employee is asked to do things differently, a disruption in the individual way of doing things occurs. Some people thrive and change; others ...
