After six months, the reality of the new organization
was that the majority of the cases coming into
ERCS involved performance issues, terminations,
and other difficult situations that required considerable
research and consultation. To resolve the
issues, the ERCs had to consult other functional
organizations outside of their span of control,
such as legal representatives, medical, and benefits.
This added to the comp lexity, dynamics, and
turnaround time of each case. Coupled with the
high volume of cases received each day, a very
stressful environment emerged. While the ERCs
believed they were doing everything possible
to satisfy the customers, the customers seemed
to keep demanding more and pushing for faster
turnaround times.