Professional Documents
Culture Documents
for Team 3
March 12, 2016
Project Description
PJ Enterprises is a six year old retail store and mail order catalog company which
has enjoyed moderate success selling high quality gifts, jewelry, accessories and
seasonal items. In the past year, they have enjoyed a thirty one percent increase in
catalog customers and an overall increase in sales of forty one percent. With a net
profit of one million dollars over the past fiscal year, next years target is to double
the net profit to two million dollars.
PJ Enterprises has had a high turnover in personnel, particularly with customer
service employees. Also, customer complaints regarding the service received from
the telephone operators have increased 30% over last years numbers for the same
timeframe. With these factors in mind, the company has set some business
objectives to include focus on quality and customer service with a goal set for a ten
percent increase in customer service scores. PJ Enterprises is also focused on
cultivating a quality work environment and staff development.
The company has hired T3I to develop staff training for the various products that
are presented in their catalog so that the customer service employees have better
knowledge of the items, thereby increasing sales and decreasing customer
complaints.
T3I must first determine the exact needs of PJ Enterprises to assist them in meeting
their goals. T3I would like to conduct some research on the present state of the
company to determine how best to bridge the gap between what is and what is
to be.
Information Needed
T3I will examine PJ Enterprise business plan goals and business objectives
Sales targets have been set. Provide specific plans to see how these sales targets will be achieved
Resources that have been set aside to achieve specific financial targets
Employee demographics
Team Strategy
T3I will use several methods to gather the necessary data, including:
Interviews
Surveys
Review data including but not limited to call center metrics, customer survey results, and exit
interview responses
Staff observations
Analysis Plan
Research Method
1.
Survey
Target Audience
Phone operators
Job duties
Initial/on-boarding training
they received
Product knowledge
Recommendations to make
their jobs easier
Research Method
2.
3.
Individual or
small group
interview
Interview
Target Audience
Customer service
supervisors
Management
Recommendations to make
their jobs easier
Research Method
4.
Gather and
evaluate data
Target Audience
Human Resources
6.
Gather and
evaluate data
Gather and
evaluate data
IT
Customers
Research Method
Target Audience
7.
Observation
Phone operators
8.
Observation
Questions to Ask
1. How long have you been employed with PJ Enterprises as a Telephone
Operator?
a. Less than 1 year
b. 1-3 years
c. 3-5 years
d. Over 5 years
2. How much experience working for an inbound call center did you have prior
to joining PJ Enterprises?
a. None
b. Less than 1 year
c. 1-3 years
d. 3-5 years
e. Over 5 years
3. What do you enjoy most about working at PJ Enterprises?
a. Flexible schedule
b. Pay and benefits
c. Employee discount on merchandise
d. Other: (fill in the blank)
4. Are you assigned other tasks in addition to taking calls? Please list them
here.
5. Describe the process you use to answer a call. What do you do first?
Second?
6. Describe the process you use to place an order. What do you do first?
Second?
7. If a customer has a question on a product, what resource(s) do you use to
find the answer?
8. How do you use the product guide to find information?
Project Gap Analysis Strategy
7
Questions to Ask
1. What are all of the duties and responsibilities in your role? (Please list all)
2. Do you give on-the-job mentoring or training to phone operators? If so, how
often?
3. Do you monitor calls or do call quality reviews for phone operators? If so,
how often?
4. What is the procedure a telephone operator uses to escalate a call to you?
10. We have heard that some customer complaints are the result of being asked
to call back. Please describe the situation(s) in which customers are asked to
call back.
11. How often do these situations arise?
12. When handling a customers inquiry on a product, what resource(s) do you
use to obtain the answer?
13. How do you use the product guide to find information?
14. What do you like most about your job as a Customer Service Supervisor
with PJ Enterprises?
15. What do you like least?
16. What changes would you like to see implemented in your department?
Please list all.
Questions to Ask
1. What is PJ Enterprises vision and mission statement?
2. What factors contributed to the 41% increase in sales last year?
3. What characteristics or experience do you look for in job candidates?
4. What specific goals or quotas do you have established for operators?
5. What incentives do you offer employees who meet these goals?
6. What are the consequences for employees who do not meet these goals?
7. What are the consequences for an employee if a customer complains about
them?
We will also review responses from exit interviews over the past two years. We
will assess the responses to identify common motivators behind employees leaving
PJ Enterprises.
Questions to Ask
Questions to Ask
Questions to Ask
Questions to Ask
Questions to Ask
Mitigation Strategies
Incomplete surveys