Come Together

Abstract:Many organizations that provide customer service find it difficult to provide timely and accurate service, but creating teams of service representatives with multiple functions can improve customer service greatly. These teams, called pods, will allow for a quicker and more effective way of serving customers, as well as improving employee interaction and flexibility in the organization. There are ten steps to implementing a pod system: scoping the project, managing internal change from the beginning, developing a plan, redesigning the process, developing metrics and finding a baseline, assessing the needs of employees, redesigning jobs, thinking about training, preparing a physical workspace for each pod, and then starting a pilot pod to determine effectiveness and weaknesses. Common pitfalls in reorganizing into a pod system include underestimating the amount of change needed and resistance from managers, over planning, and expecting immediate results, among …

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