Since TeleCompute handles most of its orders through telephones with the help of the operators, it definitely should remake its work flow. There are several key problems that should be solved. First one is that the operators have to fill out an order form by hand and therefore they are unable to process the calls faster. This leads to the complaints that the customers have to wait for a free operator for several minutes, because it takes a lot of time to process the calls. Second problem, which goes hand in hand with the first one, is that the operators are unable to see whether a desired product is in stock or not. If they would be able to see it immediately, they could tell the customers that unfortunately the product they would like to order is not available, so they would not be waiting for several weeks and than receive a back-order notification. Third key problem is correlated with the previous two problems. Since the orders are filled out on papers, they are being lost and the customers complain that they did not receive their products. However, the operators are unable to find any information about these customers, so they have to fill it out again and the customers have to go through the same process as before. There is no database of these customers which is not good, since once the operator gathers the information, they should be stored in some database in order to be able to work with these information. If the customer recognizes that there is no system in the work flow, or next time he will turn to another company since the competition is strong.
The possible solution would be to develop a computer system, which would be interconnected with the warehouse to have the up-to-date information about the supplies. It would enable the operators to fill out ...