Roanoke, Virginia branch of the Phoenix Advertising Agency received complaints about the quality of their work from four of its clients. I was selected to carry out research on the underlying issues and deliver a report with concise recommendations to address the issues. From my findings I have noticed a number of issues that need to be address if Roanoke is to regain its client confidence to ensure productivity. The major issue is understaffing which consequently leads to poor quality product and services. The purpose of this proposal is to communicate the research findings and recommendations for action to ensure mitigation of the issues identified. I believe my appointment to carry out this investigation is based on the quality of my credentials. I hold a masters degree in Business Management and a Ph. D in Market research. I have worked for different high profile companies as both a consultant and a senior level manager. I was accredited with the development of the most effective business strategy for AENET one of the fortune 500 companies. This propelled the company further into expanding its business and increasing its revenue tremendously. I would like to use my experience and knowledge to ensure the success of Roanoke and Phoenix Advertising Agency. I request the executive’s undue attention and cooperation in following through with the recommendations.
A number of issues were detected during the research process. These problems are believed to have caused the poor quality of products and services from Roanoke. The problems resulted to complaints from four clients who were not satisfied by how Roanoke was handling its business. The four clients were viewed to be speaking for many others who shared the same sentiments but did not bother to communicate their dissatisfaction to the company. This situation will obviously reduce the number of customers and cause a major loss of revenue. The complaints necessitated the basis of this research to develop solutions to the underlying problems. The executive team should work towards improving customer satisfaction and this should go hand in hand with developing better working environment in order to attain the required employee motivation and improve their business prospects. Below is a summary of the outcomes from the investigations carried out and their resultant effects on the company’s operations.
Reduced employee morale was attributed to the isolation that they believed existed between them and their managers. This indicated that there was poor communication and lack of motivational emphasis on teamwork or even verbal incentives from the management to the employees.
Lack of integration among departments could be explained as a reaction to the complaints by the four clients, as each department tried to shove the blame on the other. This buck passing was indicative of a general lack of inter-departmental accountability and also the lack of personal responsibility by individual employees. This could be attributed to the lack of motivation and reduced morale observed above.
Accumulative workload was a large factor in determining the workers attitude towards work, as they knew there was no recruitment for new employees. This indicated that the letting go of employees was not off-set by the hiring of new employees. It also brought in economic dynamics and implications of understaffing. Fewer employees doing the same amount of work without increased pay was bound to lead to a reduction in quality of work and the resultant complaints from the clients.
Understaffing is an underlying factor that was rarely noticed by most people. In comparison to most branches, Roanoke displayed an increased stream-in of projects which surpassed the branch workforce.
Phases to Implement
• Recruitment of more employees
• Interdepartmental workload sharing to improve on product quality
• Team building events to improve member relations
• Redesigning the office to improve office environment
Understaffing ought to be countered by an intense recruitment aimed at enhancing workforce at the Roanoke branch. The hiring of more employees will relieve workload per employee and thus lead to increased morale.
The accumulated workload should be shared with another branch that is lesser pressurized as a short-term measures, while Roanoke branch waits for recruitment approval from the executive team. This is going to be achieved through more intentional inter-departmental collaboration efforts pioneered by the management. This will encourage the employees to follow suit and thus increase morale through the teamwork.
There should be introduction of bimonthly team building meetings or events among different departments, so that a culture of the team as a whole could be natured. This will lead to the development of various motivational and team-building programs for the employees.
Managers ought to interact more with the workers; in fact, enclosed offices ought to be opened so that everyone may see that there exist no boundaries between the employees and management. A more open and relaxed environment will encourage creativity as tensions will be reduced. Tensions tend to hinder productivity as the pressure distracts employees from expressing themselves at an optimum level.
Phase Time frame (No. Months)
Workload Sharing 1 meeting and decision making 1 implementation= 2
Team Building Bi-monthly
The phase implementation process requires a team of employees to handle the different phases of this plan. The people recommended are adequately informed of the tasks and goals to be met for successful implementation and are well placed to handle the responsibilities that come with this process.
The Human resource manager with 5 years experience will handle the recruitment process. The individual will be responsible for placing adverts for the job vacancies and will also set up a team to carry out the interview.
The Human resource assistant with 5 years experience will handle the Team building process. The individual will be responsible for planning the Team building meetings and events.
The person in charge of both the recruitment and Team building efforts will be the Human Resource Director.
The Project and Planning Manager will be in-charge of reassigning and distribution of projects throughout Phoenix Advertising and ensuring of a balanced workload in all stations.
The Technical personnel with at-least college level knowledge in interior design will be in charge of redesigning and arranging the office in line with the new recommendations.
Recruitment Advertising 1500$ Interview 1000$
Workload Sharing 1000$
Team Building 1000$
Request for Authorization
I have confidence in the plan developed to address the problems associated with Understaffing, Reduced employee morale, lack of integration among departments and the accumulative workload shouldered by the workers at Roanoke. The benefits of the plan to Roanoke branch would be better motivated employees due to reduced work pressure, the clients will enjoy better services and products as per their request and Phoenix Advertising Agency as a whole will see better returns, improved customer satisfaction, better employee performance and growth in their business prospects. The suggested time frame for approval of this plan is two months after thorough consideration of all the aspects and logistics involved.
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