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The Operations manager may manage multiple departments, or supervisors and the entire company in a small business. “ In terms of skills and abilities, operations managers need a healthy mix of hard and soft skills. Depending on the industry, managers may need mechanical aptitude and knowledge of manufacturing equipment, but most certainly will use   computers   and a variety of related software programs, including customer management tools and budgeting and   accounting software .

They also need to be able to manage people effectively using good listening, motivation, and communication skills .”1(Natter, 2022). The main job of a Operations Manager is to match supply with demand while making profits. I used to work for a luxury jewelry company as a customer service agent. I was hired in the summer and when September began the Operations Manager had a meeting making the team aware that there would be temporary changes to the company, they would be hiring several temporary employees as well as changing shifts for the phone operators to meet the business need for the upcoming holiday.

The changes were being put into effect because the previous year they did an analysis and learned that many customers were waiting on hold to place orders over 10 minutes, and they made the discovery that they lost about 5% of customers due to long hold times and or customers with order issues deciding to cancel due to extended hold times adding to their frustration due to the order issues.

Improving the Process Efficiency The business was open Monday-Friday 8:00AM-9:00PM Weekends 9:00AM -4:00PM.

The Operations manager relayed to us that between the operational hours of 11:00AM-3:00PM 3 and the hours of 5:00pm-7:00pm customers experienced longer than normal hold times. The plan of the operation managers was because he had the data for when bottlenecking occurred and caused excessive hold times, he could then build a process that would be able to handle the customer service influx for the holidays while not going over budget. He will implement a mandatory overtime plan effective during the time when bottlenecking occurs. He will also work with customer service agents to stagger lunch breaks, as well as ensuring quality control is maintain the highest quality of service being delivered. Lastly, monitor the call center data to ensure that orders are being made and customers are being serviced in a timely fashion.

Explained in the chart below is the flow process and how to plan and handle the holiday surge in customer service calls. 4 What is the Lean Process and Why is it important?

The lean process coined by the management scholar James Womack following his study of the global automotive industry in general. 2-TextBook chatper8 The lean method in this case above helps control financial waste having many employees in the company being idle. Employees being idle can hurt the bottom line of a company, using the lean method decreases the amount of waste in the customer service. According to an article in Forbes magazine online by 3. ( YEC Council Post, 2021) As a business philosophy, lean focuses on creating value for customers by removing product-related preconceptions and ideas from the organization. Through constant market testing and customer insights, you create the most customer-centric business model/product to achieve maximum efficiency.

In the lean methodology, the term "value" describes the action or process that the customer pays for. A more simplified definition of the lean methodology is "focusing on reducing work while increasing value." Conclusion Eliminating and identifying the bottleneck in this exercise caused by a increase in holiday orders. Customer surveys showed that customers complained of being on hold longer than 25 minutes before speaking with a customer service agent. Data also showed that majority of potential customers would hang up and place orders with different companies. By seeing where the issue is reorganizing work schedules and including holiday overtime for customer service 5 agents ensure that the company is utilizing idle time when the call center is less busy. Staggering employee breaks and lunches also ensures that agents are available for the needs of the business and adds an additional number of agents by using agents who are familiar with the process, helps ensure that customers will be handled with quality and knowledge. Improving bottlenecking consists of adding resources which we did by re scheduling employees so there are extra agents available during peak times. Increasing the time that the customer service agents are working offering mandatory overtime and staggering breaks and lunches helps ensure there are always ample amounts of agents to handle excess calls.

References 6 Natter, Elizabeth (2022).   The Role of an Operations Manager.   https://smallbusiness.chron.com/manufacturing-management- structure-73866.html McGrawHillChapter 8 – Operations Management https://learning.mheducation.com/static/awd/index.html?_t=1669088505545 YEC Council Post. (2021, January). Lean Philosophy. Forbes.Com .

https://www.forbes.com/sites/theyec/2021/01/14/lean-philosophy-the-way-of-business- that-gave-rise-to-industry-giants/?sh=102bb2914d1a