Critical Thinking and Desision Making

American Express, through global expansion developed into a powerful conglomerate in its 150-plus year existence. Processing the payments for the American Express cards is a intricate and time critical process. Cashiers remittance division is responsible for the documentation of payments to American Express card member’s accounts. This process was relocated in 2002 from Chicago, Illinois to Fort Lauderdale, Florida. In order to coordinate the activities of employees, functions and division and increase efficiency, an organizational framework was designed. It provided for a means of accomplishing the objectives of the enterprise, reporting relationship, chain of command and flow of information.

To determine the status of productivity and to identify strengths and opportunities for improvement in the cashiers department, a productivity audit was conducted. Examination, analysis and evaluation of 8 dimensions, policy, leadership, objectives, inputs, performance, technology, work procedures, and staff, of the cashiers department in an organization will disclose how effectively resources are being used to fulfill objectives. The purpose of this audit is to present the facts in a

Performance in the audit is how well an employee does his or her job. It is a measure of the effectiveness of individuals or teams. Regarding performance, the associates do not have the authority or ability to control all resources, such as the computer, and telephone if they are not functioning performance is affected. Results showed employees are not completely trained in job tasks that they are expected to perform. Retraining of staff at all levels and continued training as new tasks are developed for consistence of performance. The term, technology is used to describe three different concepts. One is computer and communication devices fit into this category. Secondly, to perform functions, individuals are involved in activities such as procedures, skills and methods. Thirdly, arrangements, such as, organizations and teams are formed to reach productive objectives. The audit revealed desk top computers were antiquated in addition to peripheral equipment. The budgetary constraints did not allow for capital improvements. If funds are not provided to enhance technology, all 8 dimensions of the audit will continue to be affected.

Objectives are goals or end of actions involving total effort to achieve them. The department is demanding greater productivity from associates to achieve objectives. Associates must agree to follow guidelines until the objectives have been reached. The department emphasizes the importance of speed while organizational goals and purposed foster excellence in customer service to their card holders. Productivity objectives are not in line with organizational goals and purposes. Productivity objectives do not conceder varied religious holidays Review and adjust the departments’ productivity goals so that they are aligned with the organizational goals and purposes and in line with available staff during the year.

n organized manner and provide the results of a Productivity audit of the cashers department of American Express. This audit enabled a detailed study and dissects the inf

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