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Applying System Thinking

In: Business and Management

Submitted By MadHatter220
Words 733
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Applying System Thinking to Customer Service Operations

Amber Johnson

Kaplan University


Everywhere you turn, there are systems. Each system serves a specific purpose.
Systems ensure that a certain goal is carried out to its maximum potential. Within an organization there are smaller systems implanted into the larger system. A customer service operation has many smaller systems working together to achieve a common goal. At United Healthcare International, the customer service operation system is multifaceted and driven to produce excellence.
Customer Service Operating System
When building a business unit, one must utilize system thinking. System thinking, “helps us anticipate the unintended consequences of our actions, find the highest leverage points for focusing our energy and resources, discover underlying causes that drive our own and others’ behavior and make better decisions” (Hutchens, 2001, p59). Based upon the description of system thinking, it would seem that most organizations would employ the system thinking methodology. This way of thinking, however, requires recognizing all of the interactive working parts of the business unit, which can prove to be a difficult task. In the customer service operations business unit at United Healthcare International, there are certainly smaller engaging working parts within the larger business unit, thus making it a system. In order to qualify as a system there has to be a clear purpose. This system’s purpose is to provide excellent customer service to its members, providers and clients.
Components of the Customer Service Operating System
There are a few components to the Customer Service Operating system. First and far most, there must be callers for the customer service representatives to speak with. The Sales team drives the callers; more business they sell, the more...

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