Hypothesis:      Working from home for the call center employees, will increase overall productivity rate and  job satisfaction.      Challenge:    As a member of my organization’s general services department, it is our challenge to increase  the efficiency, lower the cost and to increase the employees job satisfaction. The project itself  consist of 7 employees in collaboration with other departments such as the IT and facility  management departments. The project in this basis depends on limited resources within the  organization itself and might not require any additional special tools (hardware or software).  A duration of 30 days is set for this project and working shifts based of a total of 8 hours 5  days a week.      Selection:       In order to quickly and broadly test/ experiment the idea our team chose the learning  launch tool. This is based on the team’s design and thinking of the idea itself and how it  would be experimented.      Application:      For our first trail of the remote system we brought to our attention to the tools (software&  hardware) that were provided in collaboration with the other departments and this will  enable us to asses it and whether we could handle day to day tasks such as meeting,  incoming/ outgoing calls, customer experience. It was found that those tools not only gave  the opportunity to increase the efficiency but also it showed that wider reach of services for  both employees and customers such as, quicker access to data and resources, wider  connection methods, mobility, increased accuracy, lower cost rates and less time  consumption as have been provided from statistical data from other departments in concern.  It means the quality of services has been increased over the quantity which is far more than  expected. Moreover, it was also found that the idea is more practical, adaptable and  applicable. The first experiment took 2 weeks to be assessed with a lower error rate. As these  tools are simple to use hence the fact of the similarity of systems used by the call center  employees. The second trial was to increase the additional resources that were available to  furthermore to enhance the current state of the remote call center to be more flexible in time  and effort.  This will also provide the team more work-life balance.

Insight:     As of our implementation of our project from the assigned duration it came to our attention  that the results from those tools came up to our expectations and has increased t the  department’s productivity. Assuming that there are no restrictions to use them from home  as some of the data found to be fragile to be viewed by any non-authorized person to get  access to.    Approach:    As our team has been gone through this process in which they used all tools provided, we  came to the conclusion that those tools are the most appropriate to be used in this project  and could be easily implemented within the organization as it is a user-friendly interface  that brings to the success of working from home. But bearing in mind that this could be  used as a foundation for upcoming projects in near future.


Hypothesis : Working from home for the call center employees , will increase overall productivity rate and job satisfaction . Challenge : As a member of my organization ’s general services department , it is our challenge to increase the efficiency , lower the cost and to increase the employees job satisfaction . The project itself consist of 7 employees in collaboration with other departments such as the IT and facility management departments . The project in this basis depends on limited resources within the organization itself and might not require any additional special tools ( hardware or software ) . A duration of 30 days is set for this project and working shifts based of a total of 8 hours 5 days a week . Selection : In order to quickly and broadly test/ experiment the idea our team chose the learning launch tool . This is based on the team ’s design and thinking of the idea itself and how it would be experimented . Application : For our first trail of the remote system we brought to our attention to the tools ( software & hardware ) that were provided in collaboration with the other departments and this will enable us to asses it and whether we could handle day to day tasks such as meeting , incoming/ outgoing calls , customer experience . It was found that those tools not only gave the opportunity to increase the efficiency but also it showed that wider reach of services for both employees and customers such as , quicker access to data and resources , wider connection methods , mobility , increased accuracy , lower cost rates and less time consumption as have been provided from statistical data from other departments in concern . It means the quality of services has been increased over the quantity which is far more than expected . Moreover , it was also found that the idea is more practical , adaptable and applicable . The first experiment took 2 weeks to be assessed with a lower error rate . As these tools are simple to use hence the fact of the similarity of systems used by the call center employees . The second trial was to increase the additional resources that were available to furthermore to enhance the current state of the remote call center to be more flexible in time and effort . This will also provide the team more work - life balance . Insight : As of our implementation of our project from the assigned duration it came to our attention that the results from those tools came up to our expectations and has increased t the department ’s productivity . Assuming that there are no restrictions to use them from home as some of the data found to be fragile to be viewed by any non - authorized person to get access to . Approach : As our team has been gone through this process in which they used all tools provided , we came to the conclusion that those tools are the most appropriate to be used in this project and could be easily implemented within the organization as it is a user - friendly interface that brings to the success of working from home . But bearing in mind that this could be used as a foundation for upcoming projects in near future .