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Step 1: Methods
Observations: I would observe the individuals in different departments in their own work enviroments to see how they interact with each other and their clients on a day to day basis. I would do this in hopes to see where any and all issues or breakdowns in communication and work procedure and protocols are happening. I hope to have a better understanding of how each department works together after these observations and interviews. Interviews: I will would interview each employee personally, or in groups by department. Whichever I felt would get a better response from the employees. I would plan to explain to them the problems that have been brought to my attention and ask for their input into what they feel the biggest problems are and how they would solve them. Surveys: I would then have them fill out surveys followed by a question and answer session to try to get a personal feel to what is going on.
Part 2A: Surveys
Why do you feel some employees have resigned their positions here at Phoenix Advertising in recent months? I hope to find out what employee grievances are and how we as a company can create a better working environment for them. Are we satisfying our clients and what can be done to ensure satisfaction and return business of our clients? I hope to find out if the employees feel they are doing their best for our clients, working to their full ability, what is lacking, and what can be improved. Tell me about yourself and your position here at Phoenix Advertising. Who is the person that you report to when on an assignment? I want to learn what each person believes their responsibilities are within the company and to whom they report. I also may find some other areas of concerns that have not yet been reported, such as a broken chain of command.
a. What services did you hire Phoenix advertising to do for you? Is there a service you wish we provided or would like to see in the future? Was the price what you expected for the outcome? i. I want to find out exactly what services we are providing most, and what is being offered most. And how our services compare to the prices our clients are paying for them. b. Are you satisfied with the Roanoke Branch staff and the services that have been provided to you on a scale from 0 to 10 (10 being the highest)? i. I want to find out if they are being treated the way they expect to from someone they are essentially paying to work for them.
And if they feel like they are they receiving what was promised in their contracts with the company. c. What can we as a company, do better? Would you recommend our services to others? Why or why not? i. I want to know what is most important to our clients and where we need to improve. I also want to find out if our clients would tell others about us, because word of mouth is a great way to gain business, and if it is not I want to know what we can do to change it.
Step 2 B: Letter to CEO of Roanoke Branch
ATTN: Roanoke Branch
2244 W. 177th Ave Suite 44C
Roanoke VA 28135
Phone: (757) 455-2244
Dear Mr. Jonathan Willis:
I am writing this letter to inform you that the company president of Phoenix Advertising, Mr. Gregory Forest is sending me to your branch to conduct an investigation into some recent customer complaints we have received. Mr. Forest was concerned after learning that several of our clients from your branch, have complained about the quality, or lack there of, of the work being produced by your advertising department. He is also particularly worried with the news that two of your top, long term, management employees have left the company within the last few months, along with receiving news of several other management and employee issues arising within you branch. For my visit, I am expecting that you to prepare various company documents, such as the company policy manuals you provide for your employees, any production manuals you may have, a list of your hiring and recruitment processes and management approaches, and all other company policies that you may have in place or that you provide to your employees. My hopes are that we can sit down together and go over them and try to find a solution to the problems at hand.
Please make a copy of all of these available for when I arrive. I would also like to set a time to conduct an interview with some of your newer employees to see how they are being trained and some of your older employees in order to gather their views and opinions of these issues and any concerns they may have, so that we can form a solution to these problems and make your team stronger than ever. Your full support is crucial in resolving these possible problems that are happening in your branch, and more importantly, in coming up with the best solutions to ensure a better future at both your branch and within our company as a whole. I am looking forward to seeing you and your team soon. Thank you for your time and cooperation.
VP of Human Resource Management
Step 2B – Problems and Illustration
The Phoenix Advertising group is having problems with its employees both in terms of employee work ethic, and in employee morale and motivation. Because of this, a report is needed to find out the economic issues and any managerial issues there may be. Also to look at the relationship of these employees and their management. This report is intended to help the company understand the issues at the Roanoke branch and to find any solutions there may be in order to fix these issues for good.
Facts and Causes:
The company that is experiencing the problem is the Roanoke branch of the Phoenix Advertising company, located in Roanoke, Virginia. Phoenix, Advertising is headquartered in Charlotte, North Carolina and has clients that include but are not limited to: banks, insurance companies and retail chains. My job as the Vice President for Human Resources Management at Phoenix Advertising, is to report to the company President. The visit to the Roanoke Branch is to learn the facts and causes of the issues and complaints that have been brought to our attention, and to find the right solutions to the problems and complaints so that these issues do not continue to arise in the future.
The problem started when the company President learned that several of our clients have complained of the work performed in the Roanoke, Virginia branch. Every client is very important to the company’s overall success,, as clients are what drive our business. We also learned that two, long term employees and top management people have left the agency in the last few months. There are also other key people in the agency are threatening to leave due to other issues. The company president requires me, to conduct a personal inquiry of the situation.
I need to determine and analyze the work condition of the branch. I will interview several, various employees, both new and old to determine the views and opinions of the employees of their work environment. I will also look at various company documents, manuals, and all employee management training.
Impact and Effect:
The investigation into the Roanoke Branch of the Phoenix Advertising company showed that they are currently facing problems with both management and employee relations. The Roanoke management problems are significantly affecting their employee performance and work ethic. The overall quality and productivity of the branch is suffering. One of their main problems is the decreasing employee morale and motivation. This was easily observed and shown through the answers I received while conducting my interviews. The employees, both new and old showed a huge decrease in their dedication for their work, which resulted in the decline of the quality of their performance at work and the work they produced.
The employees also associated this decline to the fact that they felt dissatisfaction with the services and the performances of their managers and the work environment that they were having to work in. The employees feel stress in their work environment which resulted in an increased rate of the use of sick days and was the main cause of the high employee turnover rate. A lack of or poor communication between the employees and the managers is also another problem raised during the my interviews.
The problems discovered during my investigation have to be resolved, and soon, as this may negatively affect not only the Roanoke branch but Phoenix Advertising as a whole. We need to start by revising the hiring and recruitment process in the branch. Particularly on information relative to work assignments, chain of command, and the rights and privileges of the employees. This solution proposal will hopefully create a clear understanding of the purpose of having an employee, and allowing the superiors to use them accordingly based on their skills set, and responsibilities. As the investigator, I recommend the following solutions: Reducing the overall workload of our full-time employees and adding more part-time employees to help them out, especially during peak seasons to lower employee tension and to even out the amount of work each individual has to do alone.
Establishing a clear communication line between managers and employees. This will allow for a more productive workplace, better collaboration between the clients, artists, helpers and anyone else who is involved in the project. Creating a clearer procedural structure and requirements in future approvals of new clients and contracts, to be able to assure the capabilities of the overall company. By being able to provide a better quality product not just pumping out a higher quantity of products for the Roanoke branch and for the Phoenix Advertising company as a whole.