Penn Foster Exam 05002300
Part A: Topic Outline
I. Purpose for this investigation is to pin-point problems within the Roanoke branch of Phoenix Advertising which have led to the recent resignations of an art director and an account executive, increasing client complaints about quality of work, productivity and demoralization of employees within that branch. II. Site visit to Roanoke branch was performed in order to investigate issues. A. Preformed one-on-one employee interviews in order understand the reasons behind declining morale within the branch. 1. Conducted interviews with four out of six employees from the Accounts Management department. 2. Interviewed the general manager of Roanoke branch. 3. Had a group meeting with entire Creative Services department. B. Observed work environment to get a feel for how employees interact with one another and understand workflow within the office. C. Reviewed past year of business reports. D. Reviewed policy and procedure manual. 1. Polices for new client accounts were reviewed and updated. 2. Overtime compensation for salaried employees was not addressed in the company’s policy manual. E. Interviewed clients, both satisfied and dissatisfied. 1. Conducted phone surveys with dissatisfied clients who had recently closed their accounts with Roanoke branch. 2. Mailed out satisfaction surveys to current client list of Roanoke branch. III. Main causes for problems plaguing the Roanoke branch are the unlimited number of new client projects, short staffing and thus overworked employees, lack of communication between departments, and declining employee job satisfaction. A. One-on-one interviews with employees revealed a branch wide dissatisfaction with workloads and uncompensated overtime hours. 1. The policy for accepting new projects does not take into account current workloads. 2. There is no policy for overtime compensation for salaried employees. 3. Understaffing and
I. Purpose for this investigation is to pin-point problems within the Roanoke branch of Phoenix Advertising which have led to the recent resignations of an art director and an account executive, increasing client complaints about quality of work, productivity and demoralization of employees within that branch. II. Site visit to Roanoke branch was performed in order to investigate issues. A. Preformed one-on-one employee interviews in order understand the reasons behind declining morale within the branch. 1. Conducted interviews with four out of six employees from the Accounts Management department. 2. Interviewed the general manager of Roanoke branch. 3. Had a group meeting with entire Creative Services department. B. Observed work environment to get a feel for how employees interact with one another and understand workflow within the office. C. Reviewed past year of business reports. D. Reviewed policy and procedure manual. 1. Polices for new client accounts were reviewed and updated. 2. Overtime compensation for salaried employees was not addressed in the company’s policy manual. E. Interviewed clients, both satisfied and dissatisfied. 1. Conducted phone surveys with dissatisfied clients who had recently closed their accounts with Roanoke branch. 2. Mailed out satisfaction surveys to current client list of Roanoke branch. III. Main causes for problems plaguing the Roanoke branch are the unlimited number of new client projects, short staffing and thus overworked employees, lack of communication between departments, and declining employee job satisfaction. A. One-on-one interviews with employees revealed a branch wide dissatisfaction with workloads and uncompensated overtime hours. 1. The policy for accepting new projects does not take into account current workloads. 2. There is no policy for overtime compensation for salaried employees. 3. Understaffing and