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Critical Thinking Styles and F

            Critical Thinking Styles and Forces of Influence Paper .
             Critical Thinking Styles and Forces of Influence Paper .
             In my work environment we have managers and consultants. Managers are the ones that monitor the work performance of the consultants. We monitor consultants through remote and side by side observations. Remotes are where we listen to the call from afar as it is occurring and side by sides refers to the fact that we physically sit with them as they are handling the call. We do also have auto quality sessions which is where we record a session of calls to listen with the consultant at a later time. All three ways are very effective ways to observe the work performance of consultants. Consultants are responsible for handling customer inquiries for billing and orders. In addition, they are required to offer telecommunication products, services and accessories on every call. The only exceptions to that rule would be when the customer has not paid their bill and received a late notice or when a customer has their service temporarily disconnected because they failed to pay their bill. Both the manager and the consultant are ultimately responsible for generating revenue for the company.
             From July 2002 through October this year, I have been working with a certain employee on my team named Annie for work performance issues. Annie is not meeting her work performance in the area of sales offers. I identified the problem through a series of observations, which included remote, side by sides and auto quality sessions. The goal is that each consultant is to make sales offers 100% of the time on all applicable calls. When reviewing where Annie was I recognized that she was at a 39% offer rate. By comparing where she was in comparison to the goal of 100%, I recognized that there was a work performance problem.
             The problem is that Annie was not doing what she is required to do. At this point I decided to do the five why analysis to see if I could root cause the problem.


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