In one paragraph preview the case facts and background. Do not duplicate what is in the case itself.   

The body of the report addresses Questions 1-4 in a clear, concise and cohesive manner. This report should be business like, organized and methodical. Please note: each question should become a section title. 

  1. What are the service management characteristics of the CSR job?
  2. Define the mission statement and strategy of the Help Desk. Why is the Help Desk important? Who are its customers?
  3. How would you handle the customer affected by the inaccurate stock price in the bank’s trust account system? Would you take a passive or proactive approach? Justify your answer.
  4. Using the data on call volume in the table, how would you forecast short-term demand?