The Collections Subsidiary

7 Pages Posted: 21 Oct 2008

See all articles by Phillip E. Pfeifer

Phillip E. Pfeifer

University of Virginia - Darden School of Business

William Scherer

IEEE Intelligent Transportation Systems Society

Doug Fuller

Stanford University - Freeman Spogli Institute for International Studies

Abstract

Mike Williams must analyze the results of 25,075 outbound phone calls placed by 145 phone representatives during a four-week period. Although many of the phone reps are being rewarded for outstanding performance, the call center as a whole is underperforming. Mike's supervisor has asked him to see if he can learn from the data.

Excerpt

UVA-OM-1220

Rev. Apr. 18, 2013

THE COLLECTIONS SUBSIDIARY

Mike Williams found a note on his desk early Monday morning of his second week on the job. The note was from Doug Torr, Williams's second-level manager, asking to see Williams as soon as possible.

Williams had started his job as Business Analyst I just one short week prior. After getting his degree in May, he had taken the traditional postgraduation summer off before starting work for the Collections subsidiary (TCS) of a large financial services firm. Although Torr had played a role in recruiting him, Williams reported to Tom Law, the director of analysis, and had not really seen Torr since starting his job. About all Williams knew of Torr was that he had a reputation for being demanding and impatient. On the plus side, Torr was known for motivating and rewarding top performers.

Torr was senior vice president for Collections Analytics and Process Management. He had recently returned to TCS after running Fraud Management for the parent company. Torr was brought back to determine whether the subsidiary could be salvaged. If not, the parent company was prepared to sell it.

. . .

Keywords: operations

Suggested Citation

Pfeifer, Phillip E. and Scherer, William and Fuller, Doug, The Collections Subsidiary. Darden Case No. UVA-OM-1220. Available at SSRN: https://ssrn.com/abstract=1282893

Phillip E. Pfeifer (Contact Author)

University of Virginia - Darden School of Business ( email )

P.O. Box 6550
Charlottesville, VA 22906-6550
United States
434-924-4803 (Phone)

HOME PAGE: http://www.darden.virginia.edu/faculty/Pfeifer.htm

William Scherer

IEEE Intelligent Transportation Systems Society

United States

Doug Fuller

Stanford University - Freeman Spogli Institute for International Studies ( email )

Stanford, CA 94305
United States

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