Roanoke Brach Improving Output

Md. Biklahilari Bikao is a Bachelor in Business Management student at the International University of Business and Commerce in Kuwait. At the Phoenix Advertising Agency, Roanoke Branch, I was working on a project named Improving client and employee loyalty. Employee satisfaction contributes to a more accurate reflection of consumer satisfaction. The more happy the workers are, the more they are going to assist clients and provide them with a positive experience. 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 the 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 values for it is superior and builds loyalty with its customers (Clemmer 1). It is worth noting that it is important for one to have full job satisfaction in order for them to give out their best. It is the long runs promoting the balanced lifestyle that is healthy and also the level of stress that they have been kept in check. There is the pride that each worker is entitled to know that they have created a positive change in the Company’s growth. There is the motivation and also something that each worker will have a reason to wake up early the next day to come to work.

Background

The Roanoke, Virginia branch of the Phoenix Advertising Agency currently is experiencing some challenges that are adversely affecting its success. It was the 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. The services that it renders to its customers are crucial for a positive image. There has been the substantive expression of the customers and the employees’ dissatisfaction. It 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 given to them. The quality of production has greatly reduced and a significant number of employees threaten to leave the company. It 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 copywriters are now threatening to leave. With this kind of repo, the Company will lose its ability to compete in this competitive market of business thus becoming less profitable in nature. These matters have to be handled as soon as possible in order to avoid the Company from incurring the huge expenses that it will incur in case its workers leave. It is worth noting that the employees’ attitude typically is the representation of the Company’s moral. In as much as the Company has expanded and acquired more clients, there is still more low-level productivity than before. Training new employees are much expensive as too compared to training the ones that exist. Besides improving the intrapersonal skills among the workers, there will be an added advantage as there will be a lot of inconveniences that will be avoided. As a matter of fact, the volume of sales has drastically dropped since then. A number of complaints have been raised by the clients concerning the issue of services being awarded to them. This proposal tends to correct this misfortune and the downward trend that the Company is taking and to change its direction towards a positive gain. The negative energy in the Company is taking a toll on everything in the branch hence continuing to count its losses. It can only be done through the following objectives that I have stated below.

Bring employees on board on the decisions concerning the Company and improve communication and teamwork within the Agency.

Add more employees to reduce the workload that the current employees have.

Improve on the policies that run the company and implement them.

Proposal

On the basis of the experience that I have got through conducting out the research on matters of employees’ and customers’ satisfaction and going through the report of the Company that I was liaised with, I propose the following action plan to be undertaken with immediate effect in order to bring out a positive feedback from the branch.

Bring employees on board on the decisions concerning the Company and improve communication and teamwork within the Agency.

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 this case, they feel that their creativity is undermined thus the zeal to bring out the perfection and quality work by the employees deteriorate to below average. At some point, the clients feel that some of their preferences have been left out. In this case, they see it as not getting value for the money that they paid for the services that are being rendered to them. In other words, these supervisors lack the interpersonal skills. Furthermore, it breaks the communication link of the teamwork hence employees feel out of place in the success of the Company. They feel like machines wired to follow the instruction that is given to them without any consultation.

Thus, the Company should consider consulting with its employees before making decisions that wholly affects its employees. It gives them a sense of respect and value to the ideas that they voice out. Occasionally, the Company should consider the training of its staff in order to improve the interpersonal skills to a better level. It 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, it 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 customers is raised. Management should consider investing in quality staff with good skills and the technology that is in line with the services being offered (Gordish 3). For the success of the Company, all employees have to be stakeholders in the Company’s decision. It reduces the wide gap that is between the executive and the employees. It enforces their bond and motivates them. In addition, there should also be some team building sessions in order to improve cohesion between the member staffs and help them understand each other well. Individual contributions should also be taken into account. It can be done through the program initiated by the Company and the best idea that has been voted for is rewarded. It gives the employees a sense of ownership and belonging thus raising their motivation level and feel accommodated by the Company.

Add 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 the clients. The assumptions being made by the managerial board is unfair to its workers hence the workers feel overburden thus their morale and productivity level has dropped. The neglect by the managers to pass to the employees the information about acquiring more clients in advance has brought havoc and confusion to the Company, since they have overburdened the employees with more work without any communication in regards to the extra hours that was added on. This extra hour being added to the normal working hours makes the workers feel unfairly treated thus demoralized. When the workers are demoralized, the Company runs at the cost that brings loss as the level of productivity drops. At this rate, some of the clients will start to leave the Company. It taints the image of the Company thus building a negative face for its expansion. This branch is essential to the Company as its part of the expansion program. Its growth leads to the stretching of the Company’s reach. The service goes beyond the region as it is a global entity.

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 fees, if one is willing to overtime. 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, it is a win-to-win situation for all the parties (Wyse 4). It should also ensure that there is the continuous employees’ satisfaction evaluation that is being taken. It helps the Company add more improvements after each evaluation. This process should be cyclic and never ends. It is worth noting that in this evaluation test that is carried out, the following should be the key factors being investigated.

Measure the employees’ morale, attitude, and motivation.

Design a program to be followed during implementation of the improvements.

Identify the areas that need to be improved.

Improve on the 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. There is no one above the Company’s policy and rules. There are solely the employees of the Company; either it is a senior or subordinate staff. All rules govern them. For example, there was the breach of the Company’s policy when accepting more clients and the company had not enough manpower to accommodate them. With it comes the overload on the employees and fatigue.

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 the 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. Moreover, it should consider hiring the 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. Assessment should be taken into account before one taking any action be it positive and affecting the whole company or an individual. There should be the working plan implemented that the Company’s officials have to follow whenever they are looking at the terms of the organization. It brings out the transparency thus the company is driven to succeed. All the employees need to corporate in the management of different branches.

It was noted that the working platform at the Company did not engage the employees fully. The decision was only made at higher levels and implemented without consultation. It is worth noting that employees’ engagement is the powerful tool for the Company’s growth and development. Employees should be given the ability to make choices in regards to their capabilities, motivation, empowerment, and satisfaction. The bottom line of the organization slowly erodes, when its workers are disengaged thus breaking their spirits.

This branch should focus on employees’ engagement as a business strategy. It should identify its engaged workers and ensure that for the period that they are still under the Company they remain engaged to their capacity. Engagement of the workers is done through ensuring that the employees’ targets are in line with the Company’s goal. Ensure that the bond that holds the objectives which are strategic and links the employee to the company always exists. In this case, an effective reward system should be put in place and the recognition system that which acknowledges one’s effort. The values that these employees have should be shared and have the guiding principle that the Company has developed. With this also workers will feel respected thus grooming a positive relation among them.

Schedule

Tasks

Duration

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



On average twice a year

Improving on the 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 proposal

Staffing

Restructuring of the staffs in the branch has led to the confusion. Then, it has majorly affected many employees in the Company. On matters of staffing, the impromptu reshuffling of staff disorganizes the 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. The needs of a specific branch are noted by him through the feedback system that is in place. Malinda Gordish, the Vice President of Human Resources at Phoenix, will be in charge of absorbing in more employees in regards to the increased number of the clients. Besides the collaboration with the President, she will also be responsible for the changing workforce. Due to the difference in demographics in the workforce, there will be different generations in the workforce she will be responsible for internal transfer. She also helps the employees acquire typically the resources that they will need to perform, basically conducting the orientation process for the workers. With the help of Brandy Lowe, the Assistant to the Deputy President of the firm’s Human Resources department, and Mary Smith, the Deputy President of Human Resources. They will also be involved in developing the employees’ skills and development at large. In order to maintain high and positive employees’ and customers’ satisfaction, Mrs. Sally Jones, the Director of all Advertising, will oversee the strategic roles and involvement of the parties involved when coming up with the advertisement. She will coordinate with other departments such as sales and digital department in preparation for the upcoming advertisement in the Company. The Vice President of Operations and all accounts of the Phoenix branches, Matt Humes will be in charge of directing and coordinating all the operations that are in support of the growth of the Company. They will act as the overseer of the Company’s sales and improve its efficiency.

Budget

Name

Description

Cost

Training of employees

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

$ 8.000

Communication channels

The company will use this money to invest in the proper communication channels like placing notice boards around the Company, acquiring Company’s 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 the 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 the elimination of the above mentioned through the objectives stated in the proposal. Hence, there will be the turn of events towards sky rocketing profits as soon as the implementation of the proposal is set to work. On matters of three months, there will be radical changes that are positive and geared towards enhancing the growth and development of the branch. The implementation of the procedures is much simpler and easier to adapt thus lowering the cost. The key aspect that motivates me to push on for this proposal is the reforms that it will bring such as enhancing the growth of the Company at a much greater speed and restores it to its feet once again and maintains the glory that comes with success.



Works Cited

Clemmer, Jim. "Customer Satisfaction is a Reflection of Employee Satisfaction." The Clemmer Group, 2017.

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, 2013.