Systems Thinking for Call Centre Service Operations: Implications for Affective Commitment in Manufacturing Enterprises
نویسندگان
چکیده
This paper explains the leveraging of Affective Commitment among call centre frontline employees through the improvement of service operations design in a manufacturing enterprise through Systems Thinking approach. A case study was carried out using face-to-face interviews, structured questionnaires and observation methods to collect data at managerial and operative front-line levels. The case study finds a strong relationship between the level of Affective Commitment among front-line employees and the form of service operations system. The study has many implications for the manufacturing enterprises embracing a call centre to improve productivity and working experience. A higher level of Affective Commitment is likely to mitigate turnover and absenteeism in these service departments.
منابع مشابه
Value-Adding to Public Services Through the Adoption of Lean Thinking
This paper describes an investigation into alternative management models applied to public call centres operations with the aim of delivering significant added value to the overall public firm. Call centres offer significant potential for value creation. However, in practice they are often created as mechanistic organisations and managed in such a way is to inhibit value creation. An investigat...
متن کاملDeterminants of Employee Commitment for Organizational Performance
Employee commitment is the terminology used to describe whether employees have a strong belief and accepts organizational goals and values. The thesis of this study is founded on the conviction that an organization cannot be expected to perform effectively and efficiently when its employees are not committed. There are many measurable support that employee commitment is a critical factor that d...
متن کاملLean Manufacturing in Public Services: Prospects for Value Creation
The purpose of this paper is to investigate the utilization of lean manufacturing systems in public service operations for potential added value. A case study of lean manufacturing implementation at a UK city council was carried out using in-depth interviews with key personnel coupled with documents collection. The Organizational Commitment Questionnaire (OCQ) was administered among front-line ...
متن کاملAntecedents of Employee Readiness for Change: Mediating Effect of Commitment to Change
The study attempted to look at the influence of individual factors (creative behavior and practical intelligence), process factors (participation in decision making and quality of communication) and context factors (trust in management and history of change) on employee readiness for change to transformational changes. Commitment to change and its three dimensions- affective, continuance and no...
متن کاملService Level Based Capacity Rationing Procedure for Make-To-Order Manufacturing Systems
We extend a heuristic method within the framework of “dynamic capacity apportionment procedure” (DCAP) to allocate an existing capacity among the classes with different profit contributions. In general, DCAP is applied when some capacity shortage exists and can not be enhanced in short - run. Our proposed approach is constructed for a make - to - order manufacturing system that produces a varie...
متن کامل