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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.
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.
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.
E. Interviewed clients, both satisfied and dissatisfied.
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.
B. Lack of communication between the Creative Services department and Accounts Management department has caused tension and an unwillingness to work together.
C. Creative Services department is short staffed since the recent resignation of the head art director.
D. Increasing client complaints are a direct result of poor quality of work.
Shifting the focus of Roanoke branch to increasing employee morale, encouraging interdepartmental communication, and decreasing workloads of each department will resolve problems within the branch.
A. Add a salaried employee overtime compensation plan to Phoenix Advertising’s policy manual to be implemented throughout the entire company.
B. Revise policy for accepting new client projects.
C. New employees should be hired immediately to fill the recently vacated positions within the branch.
D. Location of Creative Services department should be changed in order to facilitate better communication with art directors.
E. Require the use of interoffice email or text messaging to facilitate communications between departments.
SUBJECT:Investigation and Recommended Solutions for Roanoke Branch
Investigate and 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, decreasing productivity and demoralization of employees within that branch.
Roanoke branch of Phoenix Advertising
Description of Investigation
On visiting the site over a period of five workdays, I performed one-on-one employee interviews, observed the work environment, reviewed the past year’s business reports and the policy and procedure manual, and surveyed clients of the Roanoke branch. I spent the entire first day of my visit observing the work environment and trying to get a feel for the workflow and how employees interact within their departments and between other departments. Over the next two days, I interviewed four of the employees from the Accounts Management department on an individual basis in order to ascertain their thoughts as to why the branch is failing, as well as holding a group meeting with the entire Creative Services department.
I met with Martha Johnson, General Manager of the branch, and we reviewed the last 12 months of business reports. We also reviewed the policy and procedure manual in regards to new client accounts and overtime compensation for salaried employees. During the last two days of my visit, I was able to conduct telephone interviews with both satisfied and dissatisfied clients of the Roanoke branch. I also mailed out satisfaction surveys to the remainder of the client list that I was unable to contact by telephone. A copy of that survey is attached to this report.
My investigation identified the following problems:
In brief, the accepting unlimited numbers of new client accounts has not taken into account projects already in process and deadlines for completion are unrealistic. Short staffing in various departments has brought to light the lack of overtime compensation for salaried employees who now are required work long hours just to keep up with their workloads. Communication between the Creative Services department and the Account Management department is non-existent and is causing tension in the workplace. All of this has led to poor quality of work and customers are becoming increasingly dissatisfied, and we are losing accounts to our local competitors.
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