Module 2 Team Paper for Team 2
7/17/19
Project Gap Analysis Strategy
Information Needed
In order to determine root cause(s) of the performance issue, we would like to begin
with the overall business plan. In the current state there is concern if it is reasonable to
expect the company to continue to grow. For example, does the management team
have the skills to facilitate and control growth? Where is the business expected to
grow? It will be imperative management have the motivation and leadership skills to
support the business plan.
Speaking to Human Resources, management, IT and telephone operators will be
necessary to identify trends and/or barriers with customer complaints, telephone
operator job duties, current training, computer skills, business policies and staff
turnover. Research will be required to identify benchmarking information for business
comparison and observation will be included to evaluate the telephone operators during
a shift.
Team Strategy
Exit Interviews (turnover)
In person interviews:
o IT
o Management
o HR
o Interview people from different shifts to see if things vary by shift
Surveys, focus groups
On site evaluation (observe telephone operators)
o Observe different shifts to see how different shifts differ
Review sale records/reports
Review customer complaints
Review system outage reports
Identify staffing from one shift to another
Research on other catalog companies to get benchmarks
Look at current policies and procedures and whether they are being followed
Analysis Plan
[include who on the team will do what towards development, execution, and analysis of
information obtained]
Activity/Method Purpose or Information Source
You Hope to Gain
In Person Interviews 1. HR Policies, exit 1. HR rep
interviews, staffing 2. Management
data, turnover data
2. Learn about
employee meetings
3. Technical upgrade
information
Observation of telephone Observe shift change and Telephone operators
operators call process
Research Sales, Policy What change did they Company sales reports,
Changes, and System make to the policy and was policy guides, system
Outages it effective; what effect do outage reports
system outages have on
employees/customers
Review Customer Learn more about why the Customer satisfaction
Complaints customers are unhappy surveys
Obtain benchmark data Compare to industry Benchmark data
standards
Focus Group for telephone How do the telephone Telephone operators
operators operators feel about their
jobs and what do they see
as barriers/challenges
Questions to Ask: [Human Resources Representative/ person #1]
Why were the new policies put in place?
How were the new policies communicated to employees?
What changes have been noted since implementing the new policies?
Are the current policies and procedures effective?
What is the nature of the customer complaints?
o What specific aspects of the product do they have difficulty with?
o What is the customer wait time on hold?
What is the business doing to address the turnover rate?
Do you perform exit interviews? If so, are there any trends identified from these
interviews?
Questions to Ask: [Shift Leaders/group#2]
Can the management team facilitate/control growth?
Where should the company grow?
What are the shift times?
What is the shift change process?
What type of information is included in the monthly meeting?
What time is the monthly meeting?
How technically savvy are the new hires?
o Do they have the computer skills to be able to handle the volume?
What does the current training for telephone operators include?
What are the Standard operating procedures (SOPs)?
Are the current policies and procedures effective?
What are management’s expectations of the telephone operators?
On average, how many telephone operators are scheduled for each shift?
What is the call volume on each shift?
Questions to Ask: [Telephone Operators/group#3]
How technically savvy are the new hires?
o Do they have the computer skills to be able to handle the volume?
How do the you feel about your job?
What do you see as barriers/challenges?
Do you feel supported by management? Describe
Do you feel you have the adequate training/tools to perform your job? If not,
what do you need for training or tools?
Questions to Ask: [IT/group#4]
What is the impact of the software upgrade on the telephone operators?
Do you have outage reports available to review?
Roadblocks & Dependencies
[Potential roadblocks or dependencies that could impact the success of conducting the
gap analysis.]
Strategies to Mitigate Risks
