Final Business Proposal

Original problem or focus question

Restate the initial problem that launched the inquiry process or rewrite the focus question or one of the clarifying questions as a statement.

Stakeholders who are most affected by the problem

Identify who is most directly impacted by this problem. Alternately, who would benefit the most if this problem were resolved?

Type of problem

For example, is the problem based upon skills, attitudes, knowledge, resources, competition, defects, or something else?

Suspected cause(s) of the problem

Based on the data analysis or the root cause analysis, what does the team think is the most significant cause or causes contributing to this problem? What, if addressed, would make the greatest impact on resolving the problem? Include specific evidence.

Goal for improvement and long-term impact

Describe the target for impact. The goal should be measurable.

Impact to stakeholders

Describe the possible impacts to stakeholders if the problem is not addressed.

Proposal for addressing the problem and determining impact from Christian worldview perspective

The proposal is a high-level strategy that represents promising practices drawn from research, local knowledge, and local expertise. Note sources, if possible, when presenting this information. This proposal will become the basis for subsequent action planning.

As an agent of change, describe the impact your solution will have on stakeholders in the company from the Christian worldview.

Final problem statement

Tie the above statements into three to five coherent sentences that could be easily understood by a wide range of stakeholders.

Documentation of sources

Use APA format to document the sources used to support the problem statement.

Original problem or focus question

· Call center representatives are not meeting quality standards.High employee turnover rate.

Stakeholders who are most affected by the problem

· External customers and call center representatives.Employees, management, organization owners.

Impact to stakeholders

· Loss of customers and revenue.Loss in quality workers.

· Lower performance evaluations for representatives.Overworked and disgruntle employees.

· Higher call center attrition.More money spent on training and outboarding.

· Potential missed service level agreements (finesHigher stress levels for employees. ).

Type of problem

· Skills and resources: Without the appropriate skills training and tools to perform the job, the call center representatives are not prepared to succeed in their positionsManagement is not properly trained and their attitudes towards employees is cause them to leave the organization because they feel so defeated and believe the issues will never be resolved.

Suspected cause(s) of the problem

· Call center representatives do not receive adequate trainingInsufficient training for management.

· There are insufficient online resources for representatives to refer to in production.Management focusing on how they feel about a worker vs what skills, education and experience they bring to the table.

· There are insufficient management resources for coaching and mentoring representatives.Lack of trust employees have for upper management due to complaints and concerns not being addressed appropriately by HR.

Goal for improvement and long-term impact

· The call center will achieve a 99.8% quality rating with no more than 2% of the staff on quality action plans.Having all in management take training course quarterly to improve their skills.

Proposal for addressing the problem and determining impact from Christian worldview perspective

· Increase training time to meet industry standards.Provide the proper materials and resources for employees.

· Provide relevant, updated online tools for call center representatives.Finding a mentor for all managers.

Final problem statement

· There are many employees that are unhappy with their current work situation. They have voiced their concerns to HR, only for them to go unanswered. After trying many avenues and resources they get to their wits end with the situation and decide to look for another job outside of the organization. Lack of trust and management neglecting to take ownership of the problems only make the issue harder to deal with. Because of how management treats employees, there is a currently a high employee turnover rate. HR will not do a proper investigation to find out the source, and continue to sweep the material under the rug. Many call center representatives are not achieving quality standards, thereby contributing to the overall low-quality rating (92%) for the call center. Through data and process evaluation, it was determined that the training time for call center representatives is 30% less than other similar call centers, which may contribute to lack of skills training. Adequate training is not being provided for the managers so the same mistakes are being made when new employees start. This is creating a vicious cycle and is becoming a problem for the organization because they are growing a bad name, as former and current employees are giving them negative reviews. In addition, the online tools available to the call center representatives are not updated frequently with procedural changes and do not contain all required information necessary for representatives to perform their job. The low quality over the past 6 months has resulted in a 2% decrease in customers and a $550,000 loss in annual revenue. Decreased employee satisfaction in the call center due to the issue has contributed to a 5% increase in voluntary attrition, which costs the business $80,000 annually. There is an opportunity to improve quality and reduce both customer and employee attrition by addressing the skills training and resource issue in the call center. Therefore, restoring employee satisfaction and promoting human flourishing in the workplace.

Documentation of sources

· Use APA format to document the sources used to support the problem statement.

Original problem or focusing question

·

Stakeholders who are most affected by the problem

·

Impact to stakeholders

·

Type of problem

·

Suspected cause(s) of the problem

·

Goal for improvement and long-term impact

·

Proposal for addressing the problem and determining impact from Christian worldview perspective

·

Final problem statement with consideration for Christian worldview

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Documentation of sources

·