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Mountain West Health Plans Inc

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Submitted By batintin
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MOUNTAIN WEST HEALTH PLANS INC

PROBLEM

1. Increasing number of complaints from subscribers on inaccurate information.
2. Downward trend of department’s morale.
3. Higher employee turn-over rate at 30 percent from the previous 10 percent.

OBJECTIVES
1. To give Rasmussen a fair and deserving evaluation, commending his strengths and pointing his weaknesses.
2. To reduce subscribers complaints on in-accurate information.
3. To improve employee morale and lower the turn-over rate.
4. To continue on cost cutting measures.

ANALYSIS
Internal Factors
Management
-the management wanted the customer service department to cut on cost and implement efficiency oriented systems.

Technology The use of software that generates automated work schedules is more efficient and effective than the flexible scheduling used by Gustafson.

Leadership Rasmussen is a job-oriented leader, trying to impress his bosses by seeing to it that the tasks given to him, bringing cost under control, are attained. Maybe as a new graduate, he may be knowledgeable in business process applications but he may also lack some subordinate handling experiences, which by the way he could learn as he go on.

Employees The employees’ morale was spiraling downward and the turnover rate is at 30 percent and climbing. Maybe they felt more pressured with the new systems implemented on their department and the reasons for doing those changes may have not been communicated properly to them.

External Factors
Customers
More complaints are coming from customers about inaccurate information from inexperienced representatives.

Labor Market The typical turn-over rate for customer service representatives is 25 to 45 percent, so the 30 percent turn-over rate for the Mountain West HP Inc, should still be acceptable. It means that Rasmussen still have room for adjusting his employee

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