The objective of this project is to assist Industrial Waste Control Center to serve the enterprise on waste process and control through Internet more efficiently and professionally. With increasing demands on internet waste control service and satisfying the requirement from the latest government amended Waste Disposal Act, the project is designed into two parts, one is to provide waste control consultative service through dedicated customer service center,and the other is to strengthen online waste reporting system through IT maintenance service.
In the customer service center, ten customer service personnel are allocated and responding for answering toll free number from enterprise or the environmental related governmental agencies regarding the use of online waste reporting system. All service personnel are well-trained for waste flow and procedure and aimed to assist the applicants with issue arises from online reporting process. In addition, one technical engineer is stationed at EPA responsible for resolving IT related issues of online waste reporting system.
The project is carefully planned and implemented in accordance with project management standards, which includes defining project goals and objectives, specifying tasks along with careful controls and management. It also includes implementing computer information system to provide goal achievement report and performance evaluation report.
Upon job performance appraisal, good performers will be encouraged and assigned higher goals for future job performance. On the other hand, below-average performers will be continuously evaluated and coached. If necessary, Corrective action to improve work performance will be developed to assist personnel in professional customer service development and in achieving the project goals.
In this report, statistics and charts are provided for better understanding on the project results. The service calls have been analyzed and categorized, the amount of calls served by each customer service personnel are quantified, as well as system maintenance status are all presented in the report. The statistic of service calls completed 111321 calls and the result is 93%. And also complede 26819 cases of service requirement.
The statistic results and performance appraisal have shown that the objective of the project is achieved. The productivity of the customer service personnel has been increased due to close supervision. Furthermore, the communication channel has been established for better cooperation between sub-units.
In the future, the objective of the project will emphasize on higher service level on the consultative process as well as the reporting mechanism.