Process improvement principles to enhance organizational performance and value.

 

 

Apply process improvement principles to enhance organizational performance and value.

This reflection activity is comprised of two sections, collectively totaling a minimum of 500 words. Complete your reflections by responding to all prompts.

Customer Service Essentials

Consider the following questions based on customer service essentials:

Why are there economies of scale in queuing systems?
What are the pros and cons of pooled-queue systems and separate-queue systems? Provide examples along with your opinion of the best option.​​​​​​​
Provide an example of how variability can reduce capacity. Once compromised, how can capacity be restored?
Complex Projects

Consider the most complex project you’ve ever been involved in. Briefly describe the project, giving examples of the following as they pertain to the project.

The work breakdown structure
Tasks
Subtasks
Work package
Were you on the critical path? Additionally, explain the role the project manager played in managing the project’s success or failure. Include an example.

 

Sample Solution

When working with offenders, many of whom may have already been labelled (Becker 1963) as career criminals or persistent offenders, the concept of secondary desistence is crucial. At times, offenders may find themselves relegated to being considered second class citizens or even an ‘underclass’ (Murray 1996). This way of thinking, if it becomes normalised, can lead to society deciding that the offenders have become ‘undeserving’ through their own choice. A further potential impact of this may be what Merton (1968) calls self-fulfilling prophecy. Where individuals do exactly what is expected from them in a negative way. This can especially be seen when dealing with young people and can result in a ‘master status’ (McAlister et al 2009). A quote from a young person illustrates the thought processes; “It just makes us do more…if they have a name, they may as well live up to it.” (ibid 2009:42). Labelling can lead to ‘forced choices, to unnecessary competition, and to unequal relationships in which one half of the pair is viewed as inferior and the other as superior’ (Kolb-Morris 1993).

The use of theory in the social work process is critical to effective practice; it gives a working knowledge of the underpinning theory and the theory to intervene. Indeed, the very definition of social work is “a practice-based profession and an academic discipline that promotes social change and development, social cohesion, and the empowerment and liberation of people. Principles of social justice, human rights, collective responsibility and respect for diversities are central to social work. Underpinned by theories of social work, social sciences, humanities and indigenous knowledge, social work engages people and structures to address life challenges and enhance wellbeing” (www.ifsw.org).

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