Business Interview Roanoke Branch CEO: Research Proposal

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Step 2A: Surveys

Employees

If there is anything that isn't working with your employment situation at Phoenix Advertising, can you please describe the problem and when it first began?

The question's aim is to identify the reason for employee dissatisfaction and when the problem started.

If you have had an issue while working at Phoenix Advertising, what do you believe has caused the issue?

This question gauges what employees perceive as the root cause of their issue.

What can Phoenix Advertising do make this a better place to work?

The purpose of this question is to obtain the employee's perspective on how to resolve either an outstanding issue or to improve employee relations in general.

Clients

If there is anything that isn't working with your current relationship with Phoenix Advertising, can you please describe the problem and when it first began?

The question's aim is to identify the reason for client dissatisfaction and when the problem started.

If you have had an issue with Phoenix Advertising, what do you believe has caused the issue?

This question gauges what clients perceive as the root cause of their issue.

What can we do to improve your level of satisfaction with Phoenix Advertising?

The purpose of this question is to obtain the client's perspective on how to resolve either an outstanding issue or to improve customer service in general.

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Phoenix Advertising

700 Grant Circle

Charlotte, North Carolina 28201

September 7, 2009

John Redmond

CEO

Phoenix Advertising Roanoke Branch

333 Dale Avenue

Janet Ribble

Janet Ribble

Vice President of Human Resources

Problems:

Local branch policy excludes PTO

Branch is losing money; the number of contracts is increasing, but contract dollar value is decreasing

Frequent employee productivity issues documented in employee reviews

Facts and Causes:

Local branch policy document explicitly excludes PTO; this is inconsistent with corporate policy

Branch manager confirms there is no PTO; believes that this not realistic given the company's current financial performance and need to use less resources to service clients

Salaried employees confirm there is no PTO; they have expressed significant resentment

Impact and Effects:

Salaried employee work time has increased by 25%

Client complaints relate to the quality of work they are receiving

Employee morale is low, translating into the potential for unacceptable turnover and for further low-quality work

Solutions:

Institute PTO at Roanoke branch; make retroactive where possible

Continuously audit local branches for compliance with corporate policies and procedures

Carefully monitor customer satisfaction at Roanoke branch.

Illustration

Bar Chart

The bar chart will illustrate this year's increase in the overtime required….....

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