The company I am working for is the biggest mobile operator in the whole country. I am a senior Quality Assurance Manager and always coping with the issues that may appear the workload is not covered properly and according to its priority. The company has both time and resources to improve workload cover rate. After brainstorming with other managers, we have listed several points that are considered to be the most important and should be resolved shortly:
How workload is now being covered and what kind of planning is currently used on the shifts;
Can workload be distributed into very specific departments with Team Leader in each of them;
What kind of criteria must be used while allocating the responsibility between support agents?
Taking into account all mentioned above, after this research a new system of covering the workload should be generated and successfully implemented.
This is descriptive type of hypothesis as it states a very detailed problem information with the background of it and main questions to be then answer and solved. While coping with the research we will use several independent: actual task to be covered, the number of support agents; and dependent variables: different amount of workload through the day, month, season, abilities of support agents to cope with one or another task, etc. Those variable can be also divided by sub-point in order to provide the most exact research of the problem and, thus, develop a high quality strategy for dealing with set tasks. Moreover, I would also use the qualitative research method throughout the support agents to get the clear understanding, which tasks take just a few second to do and which can surely take a while.
