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Is the cross training of customer service effective? the case at the NYC Dept of Education Is Cross-Training of Customer Service Staff Effective? The Case of Integrated
Management Cover .20 1.5 .30 Numerous CEO changes Financial Position .15 1.5 .225 High Debt Customer Service .05 2.0 .10 Guarantee for Life?Costly Decreasing Market
employees affects the learning environment and the workplace because of high levels of employee turnover. Customer service and quality emphasis is a challenge for
employees and the entire organization when used properly. Cross training makes the employees feel more valuable and less expendable to an organization. In addition,
Identity Management and Cross-Credentialing ? A Federal Case Study . 21 Evolution of Privacy Awareness Training at the Department of Veterans
Submitted by jmatthews5 on January 16, 2008
Category: Miscellaneous
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Is Cross-Training of Customer Service Staff Effective?
The Case of Integrated Service Center at the NYC Department of Education.
ORGANIZATIONAL BACKGROUND
Currently the organization I am employed with is the New York City Department of Education. The New York City Department of Education is made up of 1,200 schools and is increasing steadily as new public schools as well as charter schools are added each school year.
The school system is now organized into ten regions across the city, each consisting of approximately 120 schools. Each of the ten regions is organized into either three or four community school districts including the high schools geographically included within the boundaries of the region.
Each region houses a Learning Support Center which houses the instructional leadership team for the Region as well as a full service Parent Support Office. There are also six Regional Operational Centers, which provide operational support to schools. In July of 2007 the Department of Education will undergo reorganization in an effort to streamline management and move more money into the classroom. The Regional Operational Centers will still provide operational support to schools but will be called Integrated Service Centers. These centers will be five borough-based centers, supporting six to seven community districts.
The mission statement of the Integrated Service Centers is "to be the source of operational support for schools and programs in the New York City Department of Education. Our goal is to provide comprehensive business and administrative services in a systematic and efficient manner to principals; facilitate effective, smooth management of daily school operations; and build capacity for sustained high performance. Our continual focus is to align services and resources with instructional priorities and school based needs leading to high student achievement."...
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