Organizational Analysis

Caller volume has increased due to documents that are sent to clients that are not easily understood, they need to be re-written in simpler terms.

This has created a problem for employees in specialized departments. They are taken off their specialized tasks, to meet the demand of phone call overflow.Employees from specialized departments on phone duty is resulting in late

deadlines, and back logs in the specialized departments. Creating discouraged employees, resulting in low retention rates and high

turnover

Call overflow Problem Cycle

New Vision and Goals

• Our vision is to create new user friendly documents for clients.

• Reducing unnecessary call volume.• In crease in employee productivity, higher

employee retention.• Restore special department employees back

to original positions.

Action Plan

• Pilot groups will hand employees questionnaires for their opinions on document improvements, communicate by interviews with employees.

• Please allow them to speak freely and feel safe.• Listen to what they have to say.• Listen for negative comments, and negative

attitudes. Negative comments can lead to good information.

Communication Managers Directive

• Pilot groups will consist of floor supervisors, management, head administration, and Technical writing staff.

• The pilot group will need to assess their own values, and views of employees and clients.

• Be approachable, sensitive, and begin to communicate with employees, understand our organizations employees may have ideas, knowledge, and answers to questions we need