University Of Chicago

• MGMT N/A

• Sof-Optics, Inc. 1. Draw a process flow diagram for Sof-Optics. Pdf attached 2. What are the problems facing Sof-Optics? Where in the process are the problems most severe? What would you guess is the resource bottleneck of the system? Sof-Optics is having issues with its Customer Service Department. They are having issues hiring and retaining CSRs. Additionally, they are having issues with customer wait times. Customers who wait too long are irate and yell at CSRs. This makes CSRs not like their job and quit. Also, once a CSR quits it takes 6 months to get one up to speed to answer 159 calls/day. Moreover, once a customer has a bad experience it will be hard to get them to return. The problems are most severe in the Customer Service Department where multiple customers are experiencing delayed calls, which end up in some abandoning the call all together. The bottleneck is likely the New Account Creation and Status Che