improving Output at Roanoke Brach

Management at Kuwait’s International University of Business and Commerce. At Phoenix Advertising Agency, Roanoke Branch, I was working on a project named Improving client and employee loyalty. Employee satisfaction contributes to the representation of consumer satisfaction. That is, the more happy the staff are, the more they are willing to assist the client and have a satisfying service. With low employee satisfaction, the problem of customer satisfaction arises, when the chain is proportionally connected to each other. As I quote Frederick Reichheld, The Loyalty Effect, and Loyalty Rules, he says that they found out that there was a relationship between cause and effect. Loyalty from a customer is pretty hard to maintain when there is no base for loyal employees. Note that best employees prefer the company that has great delivery output and has value for that is superior and builds loyalty with its customers (Clemmer 1).

Background

The Roanoke, Virginia branch of Phoenix Advertising Agency currently is experiencing some challenges that are adversely affecting its success. It was a matter of great importance to undertake this process and come up with this detailed proposal to cut out on the negative energy and rejuvenate the company success to its peak. There has been the substantive expression of customers and the employees’ dissatisfaction. This has led to low productivity level in the agency and if not well handled will taint the image of the company. Due to diminishing confidence of the employees, many clients from the company have started to express the dissatisfaction with the services being rendered to them and have already threatened to pull out of the agreed services that are being g rendered to them. This comes out clearly as last month four of your client complained about their advertisement. Two top managers in the company have left in a span of three months.3 graphic designers and 4 copywrites are now threatening to leave. This proposal tends correct this through the following objectives

Employees to be brought on board on decisions concerning the company and also Improve communication and teamwork

Adding more employees to reduce the workload that the current employees have

Improve on policies that run the company and implement them

Proposal

On the basis of the experience that I have gotten through conducting out research on matters of employee and customer satisfaction, I propose the following action plan to be undertaken

Employees to be brought on board on decisions concerning the company and also Improve communication and teamwork

The reason as to why employees are threatening to leave the company is the failure of consultation before writing off their work by the supervisor. In other words, these supervisors lack the interpersonal skills.

Thus the company should consider consulting with its employees before making decisions that wholly affects its employees. This gives them a sense of respect and value to the ideas that they voice out. On occasion, the company should consider the training of its staff in order to improve the interpersonal skills to a better level. This helps to ease the communication breakdown and improve the productivity level as management is able to communicate to its subordinates in regards to their expectations. With such programs in place, this ensures that everyone is up to the standards of their position and is able to meet the required minimums. When the employees in place have good tools and skills they are satisfied hence their level of offering service to the customer is raised. Management should consider investing in quality staff with good skills and technology that is in line with the services being offered (Gordish 3).

Adding more employees to reduce the workload that the current employees have

Bring in more clients without notifying the employees was a great blow to the subordinates as they had to work extra hours to cater for the increased number of clients. The assumptions being made by the managerial board is unfair to its workers hence the workers feel overburden thus there morale and productivity level has dropped.

The company should consider using proper communication channels before making any decisions. As a matter of fact, it should consider negotiating with its employers to be paid a certain amount of fee if one is willing to overtime of which of cause not many can turn down that offer. It should be as a token of appreciation as it helps to motivate workers to chip in more during the extra hours in order to satisfy their customers. In any case, all is a win-win situation for all the parties (Wyse 4).

Improve on policies that run the company and implement them

From a written report about the company, it was discovered that most of the workers especially the executives disregard the company’s policy, rules, and procedures.

For an organization to run smoothly it has to have working policies, rules, and procedures. These things are essential for quality output. The branch should consider putting in place strict measures that one has to pay for the consequences of their actions. A monitoring system to be put in place to act as a watchdog over breach of this conducts. More so it should consider hiring a different body that will oversee that the company’s rules, policy and procedures are followed. Hang them on the notice boards to act as a reminder to the staff as a whole.

Schedule

Tasks

Duration

Adding more employees to reduce the workload that the current employees have

On average twice a year

Improve on policies that run the company and implement them

After every 3 months

Restructuring budget for rewarding over time to employees

3 weeks on from onset of this propasl

Staffing

On matters of staffing, the impromptu reshuffling of staff disorganizes members at the company hence the following should be taken into account,

Gregory S. Forest, the president of Phoenix will be in charge of shuffling of the employees as he gets all the feedback from all the branches and knows where to place a person in terms of their qualifications. Malinda Gordish, Vice President of Human Resources at Phoenix will be in charge of absorbing in more employees in regards to the increased number of the client. In order to maintain high and positive employees and customer satisfaction, Mrs. Sally Jones, director of all Advertising will oversee the strategic roles and involvement of the parties involved when coming up with the advertisement.

Budget

Name

Description

Cost

Training of employees

This money will be used to train the employees at work and also paying the trainers.

$ 8.000

Communication channels

The company will use this money to invest in proper communication channels like placing notice boards around the company, acquiring company network that all employees have access to.

$ 56.000

Rewards for working overtime

These will be used as a token of motivation for those who work extra hours in the office

$86.000

Internship kitty fund

The company will use these funds to invest in internship programs that support the growth of the company.

$85.000

Policy and regulation adherence

Funds will be used in structuring new policies, regulations and rules and also improve on the existing ones.

$10.000

Request for authorization

These problems that occur at Roanoke are brought out by poor communication channels, gaps in training and disregarding the rules and policy that governs the company. Through this proposal I have set to eliminate all these through the objectives stated in the proposal and there will be a turn of event towards sky rocketing profits as soon as the implementation of the proposal is set to work. In a matter of three months there will be a radical change that is positive and geared towards enhancing the growth and development of the branch. The implementation procedures are much simpler and easier to adapt to thus lowering the cost.

Work Cited

Clemmer, Jim. “Customer Satisfaction is a Reflection of Employee Satisfaction.” The Clemmer Group 2017: 1.

Gordish, Malinda. Report on Research into the Root Cause to the Problems Encountered at Roanoke, Virginia Branch of Phoenix Advertising Agency. Research. Virginia, 2017.

Wyse, Susan E. “Satisfied Employees Leads to Satisfied Customers.” Snap Surveys 11 April 2013: 1-8.