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STRATEGIC PLAN
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STRATEGIC PLAN
Root Cause Solutions & Services, LLC
TABLE OF CONTENTS
Team Profiles .......................................................................................................................... 2
Business Profile ...................................................................................................................... 6
Competitive Advantage .......................................................................................................... 9
Strategic Plan ........................................................................................................................ 11
Core Values ................ .................. ................. .................. ................. ................ 12
Mission Statement .................................................................................................. 12
Vision Statement ..................................................................................................... 13
Strategic Objectives .................................................................................... 14
Internal and External Assessment .............................................................. 15
Customer groups ........................................................................................ 18
Value Creating strategy .............................................................................. 20
Short-term goals......................................................................................... 21
Financial ........................................................................................ 21
Customer ....................................................................................... 21
Internal/Operational ..................................................................... 22
People/Learning ............................................................................ 22
Action Items ............................................................................................... 23
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T EA M P R OFI LES
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CHRIS JONES
Chris is a police officer with the Jacksonville Sheriffs Office and is
currently assigned to the DUI Enforcement Unit. Chris is a certified
Drug Recognition Expert and has been recognized by the court as an
expert to testify in criminal cases involving impaired drivers. He has
received many awards and recognitions while working as a police
officer and thoroughly enjoys helping his community. Chris served
in the U.S. Marine Corps from 2001 to 2006 achieving the rank of
Sergeant and serving in Iraq in 2003. Chris graduated from the
Florida State College of Jacksonville in 2010 with honors and an A.S.
degree in Criminal Justice Administration (3.64 GPA). He is currently
working to achieve his B.S. degree in Information Technology
Management, nearing the end of his junior year with a cumulative
3.80 GPA. Chris plans to continue working in his current career until retirement while also working part
time in the computer industry. He intends to continue his education and training and hopes to move full
time into the information technology field in the future.
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Root Cause Solutions & Services, LLC
JAMES DIANA
James is a full time student and part time personal trainer at a private training
facility. James's training focuses around body composition, cardio vascular
training, and basic lifting techniques. James's clients are mostly people
wanting to lose weight or lean out and teens who want to start learning to lift
weights. James is currently working towards his B.S. in Information Technology
Management. On the way to achieving his B.S. James has obtained a fewtechnical certifications such as Information Technology Support Specialist,
Computer Programming Specialist and Information Technology Analysis.
James plans to continue doing personal training on the side as a hobby while
obtaining an I.T. related position with a well-known company. He plans to
continue his education into more specific fields of I.T. to help improve his
ability to handle more difficult I.T. problems/concerns that may arise in the
future.
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Root Cause Solutions & Services, LLC
NAOMI EBERT
Naomi is currently a full-time student at Florida State College at
Jacksonville and works as an Assistant to the Director of Choral
Activities at FSCJ. She served in the United States Navy from 2001 to
2005 as a Sonar Technician. Naomi spent the majority of her
enlistment working at an IUSS (Integrated Undersea Surveillance
System) facility in Cornwall, England alongside members of the RoyalNavy and Royal Air Force. After separating from the Navy she earned
her AA from Indian Hills Community College as well as a Micro
Computer Specialist Diploma. As a veteran and military spouse Naomi
takes pride in helping her fellow service members, veterans, and their
families. She has served as an Ombudsman to the USS Vandegrift (FFG-48) and the USS Mustin (DDG-89)
as well as volunteering with various organizations in the military community. Naomi is currently pursuing
her BAS in Information Technology Management at Florida State College and plans to pursue a career inthe IT field.
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Root Cause Solutions & Services, LLC
BUSI N ESS P R OFI LE
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Root Cause Solutions & Services, LLC
Root Cause Solutions &Services, LLC first began in April 2009 when the companys founders, Allen Hayes
and Dellroy Birch, decided to bring together their knowledge and experience to address many needs they
saw within the business community. Both Allen and Dellroy recognized the lack of ethics and poor
employee relations plaguing mainstream businesses. They believed that there was a better solution out
there to fix the growing needs of companies. In August 2012 Root Cause Solutions &Services officially
became a Limited Liability Company (LLC) and went full time in January 2013 to really put their ideas into
action.
Root Cause Solutions & Services is a call center solutions and business transformation consulting
company with depth and breadth of industry and functional experience and client satisfaction. Theycollaborate with clients in commercial and government industries to solve their most pressing challenges
from strategy development through implementation and performance sustainment. Their team provides
strategic services and solutions to small, mid, and large corporations globally.
Root Cause Solutions & Services is dedicated to providing quality solutions with proven results. They
specialize in consultative services, business transformation, process improvements, and developing
solutions critical to enhancing business operations. The Root Cause Solutions & Services team has over 50
years of combined international experience across the functions of:
Sales and Business Development
Operations Management
Strategic Planning & Implementation
Financial Management and Accounting
Rapid Business Transformation
Mergers & Acquisition Due Diligence and Integration
Vendor Management
IT O ti i ti
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Root Cause Solutions & Services, LLC
COMP ET I T I VE A DVA N T A GE
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Root Cause Solutions & Services, LLC
Root Cause Solutions & Services LLC is a leading business in its own
category built on a sturdy foundation, with strong tiers. Their tiers
are the main factors that separate them from others and placethem into their own category. There are many tiers that hold Root
Cause on a high platform and the main ones are the "three pillar"
service, and their depth of knowledge and experience. The focus
that brings these ones to the top of the list are the co-founders past
experiences, passion to create opportunities and to satisfy their
customers.
The main strength of Root Cause is their ability to deliver proven
results in a quick and efficient amount of time. According to the co-founders with just one meeting with
both of them they will be able to breakdown a business and identify root causes. If that was not
convincing enough they ask for at least a 10 minute conversation to display and prove their analyses skills.
According to Root Cause Services website, they display the following:
Proven Results
o Quick assessments 12 weeks
o Engagements 13 months with benefit realization within 3 months
o Deployments 312 months with benefit realization in 4 months
o Additional benefits include sustainable results, transfer of knowledge, and the transfer of
the capability of process improvement.
The other main advantage of Root Cause Services is their co-founders/managing partners themselves.Individually they each have key knowledge and experiences that can assist in improving any company.
Together they have the ability to cover a variety of problems and increase the speed and efficiency of
assessing and improving a company Among the list of qualifications one notable achievement is they are
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Root Cause Solutions & Services, LLC
ST R A T EGI C P LA N
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Root Cause Solutions & Services, LLC
CORE VALUES
TheemployeesofRootCauseSolutions&Servicesarefullycommittedto:
ETHICALDo business right in every situation, for every customer and for every employee at all times
FUNCreating an environment that is conducive for learning and fun at work
VALUECreate value for customers by providing the best product for the least cost
CONSISTENCYDemonstrate alignment across the business for every service by every employee
COMMITMENTThe application of every core value to ensure the best possible service to our customers for the life of the
relationship
MISSION STATEMENT
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Root Cause Solutions & Services, LLC
VISION STATEMENT
Root Cause Solutions and Services, LLC will be the leader in strategy and implementation, business
transformation, operations improvement, business stabilization, call center solutions and training
solutions in continuous improvement and Lead Six Sigma with small to large companies.
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STRATEGIC OBJECTIVES
Strategies GoalsFinancial
Improve profitability beyond breaking even Millions in revenue
Increase call center income Competitive in the market
Scale productivity for need of service
CustomerLearn/Network the Jacksonville market Become a known name in Jacksonville
Grow local customer base Ensure market health of client companies
Internal/OperationalHigh performing workplace Marketing for call Center
Call center growth Marketing firm
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Root Cause Solutions & Services, LLC
INTERNAL AND EXTERNAL ASSESSMENT
Strengths Weakness
Experience/Knowledge
Multiple services
Global presence
Flexible workforce
Speed of delivery
Competitive rates
Self-sustaining
New to Jacksonville market
New business
Little to no marketing
Opportunities Threats
Increase call center business
Local networking
Marketing
Training others outside own company
Lean Six Sigma
Call centers moving back to US
Relatively unknown in area
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Root Cause Solutions & Services, LLC
Root Cause Solutions & Services, LLC has a great deal of experience and knowledge available between
partners Dellroy Birch and Allen Hayes. Both partners have real world, first-hand knowledge of what
companies need and how to provide it. Their knowledge and experience allows them to quickly assessand resolve many issues that plague todays businesses. Small, large, and mid-sized alike. Their consulting
services range from strategy to implementation, business transformation, operation improvement, and
business stabilization. When consulting with a company Dellroy and Allen remain present through the
process and have the ability to draw on their combined experiences to recognize when adjustments need
to be made.
Along with their consulting services, Root Cause
Solutions and Services offer call center
solutions. While offering a competitive price for
call center services, Root Cause Solutions and
Services allows companies to adjust their call
volume without the expense of manning and
building an in-house call center.
With a flexible work force Root Cause Solutions & Service can easily scale their company to fit the needs
of the current demand. Additionally, Root Cause Solutions and Services also offer a unique opportunity
for business across the globe. They have experienced employees throughout the world.
Root Cause Solutions & Services are also qualified Lean Six Sigma instructors. They offer training
opportunities for companies who want to learn the Lean Six Sigma way. Root Cause Solutions also trains
their own employees on Lean Six Sigma creating a strong workforce.
http://www.google.com/imgres?sa=X&rlz=1T4GGHP_enUS440US441&biw=1110&bih=667&tbm=isch&tbnid=tYtCvjY2y5ALkM:&imgrefurl=http://www.plainsimplefaith.com/2012/09/the-three-pillars-of-my-theology/&docid=aJiFfrTdDIZUvM&imgurl=http://www.plainsimplefaith.com/wp-content/uploads/2012/09/threepillars.jpg&w=300&h=173&ei=l27IUfzSG4W-9QSKxoCIBg&zoom=1&ved=1t:3588,r:15,s:0,i:126&iact=rc&page=2&tbnh=138&tbnw=240&start=13&ndsp=18&tx=81&ty=768/13/2019 Root Cause (Strategic Plan)
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Root Cause Solutions & Services, LLC
Root Cause Solutions & Services, LLC has several opportunities for growth. With the existence of many
professional networking groups in the Jacksonville area it is extremely feasible for Dellroy and Allen to
join multiple groups. Doing so could potentially provide a way to quickly become familiar with the localbusiness market. Furthermore, give the companys experience with Lean Six Sigma they could join a local
Jacksonville organization that could serve as a door to expand their teaching opportunities of the Lean Six
Sigma program.
Additional opportunities lie in the companys call center. The trucking industry presents a need for
dispatch services that could easily be provided by Root Cause Solutions. Growing the call center couldpotentially be the most financially rewarding endeavor for the company.
Potential threats for the company could include relocation of overseas call centers back to the United
States. This would create a more competitive market for call center services.
Mostly, the largest threat for Root Cause Solutions is their relatively unknown status in the Jacksonville
business community.
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CUSTOMER GROUPS
Root Cause Solutions & Services targeted customer groups are call centers, businesses with issues, and
startup companies. The biggest customer group are call centers and the main ones being in the trucking
industry. Trucking industries are our main focus because they have a lack of true dispatch services
The reason were targeting the trucking industry is the gap of true dispatch services that is
consistent. Most trucking companies have full time employees that handle dispatch and customer
service. However, handling dispatch and customer service is not their only job. Theyre also responsible
for analysis, operations, audit, etc. With the trucking industry, we know the key metrics are lead time, on
time delivery, and quality of delivery operations. Poor or inconsistent recording of deliveries or customer
inquiries can impact those measures. Most trucking companies are business to business companies
moving products for another company. Their ability to handle customer service is dependent on their call
services or customer service reps."
Call Centers (Trucking):Customer needs:
Additional call support agents
Improving call center design, development, implementation
Training in call center operations/communication skills
Mentoring to improve:
o Customer relationship managemento Performance levels
o Integration
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Root Cause Solutions & Services, LLC
Startup Businesses/Business with issues:Customer needs:
Consulting
Timely transformation with quick turn around
Quality management system
Vendor management & Operations unit cost transparency
Mentoring
Learning lean six sigma
Business process management
Model site development
Characteristics:
Global
oMainly : Florida, Dallas, Colorado, California, Cleveland, Vietnam
Small-Med Businesses
Technological business
Manufacturing firms
Financial service businesses
Profile:
"Small to medium businesses seeking consulting and
mentoring in quality management systems,
b i t f ti d d l it
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Root Cause Solutions & Services, LLC
VALUE CREATING STRATEGY
Southside Businessmen s ClubThe Southside Business Men's Club is a club of civic minded men who want to improve the working
environment of the Southside of Jacksonville. They have weekly meetings along with many events and
outings that allow for many networking opportunities among Jacksonville businessmen.
LeanJaxLeanJax is a group that collaborates in an effort to improve business performance on the First Coast. They
provide training, group membership, and an events calendar for those that are interested. Taking part in
this group can allow for networking and open up doors for future cliental.
ImpactjaxImpactjax is a professionals program for the youth of the Jax Chamber and the premier venue forJacksonville's next generation of leaders. They provide a way for leaders to connect with each other and
the community of Jacksonville and serves as a network of professional contacts in the Jax region. They
have monthly events focusing on helping members grow as a professional, connecting with the Jax
community and interacting with peers.
University ClubUniversity Club is a business-oriented club that provides personal and professional amenities, andopportunities for networking and socializing to help build new and strong relationships.
University club is located at Riverplace Tower on the Southbank of downtown that hold
Club events
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Root Cause Solutions & Services, LLC
SHORT TERM GOALS
FINANCIAL:
Root Cause Solutions & Services primary focus is their financial goal. Their main short-term goal
financially is to produce enough revenue to create a positive cash flow. There is a need to create more
billable consulting hours and more billable call center services.
CUSTOMER:
Root Cause Solutions & Services need to generate an
increase in repeat business. Whether through more
face to face meetings or deals (such as discount for
returning customers) Root Cause Solutions &
Services could slowly increase their percent of repeat
business, produce strong relations with reoccurring
customers, and increase the chances of their
company being referred to others. This in turn will
aid in increasing a customer base while maintaining
their current customer listing.
The trucking industry and Lean Six Sigma are also additional routes that could lead to an increase in
customer base. The large network of the trucking industry is a great way to target customers needing aid
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Root Cause Solutions & Services, LLC
INTERNAL/OPERATIONAL:
Root Cause Solutions & Services provide a rapid business transformation with in-quarter impact, fast
delivery of business plans, call center setups and consulting, and provide on-demand consulting. Along
with keeping the quick theme Root Cause Solutions & Services should research on ways to make their
delivery speed even faster and more efficient. Reducing the time between initial meetings and follow ups,
increase speed of deliverance of consultation, and extending time spent with clients through the use of
an organized activity calendar and assisting staff can help create/sustain a good customer relationship,
and increase revenue in an efficient manner.
PEOPLE/LEARNING:
Staff training and research/networking of the
Jacksonville market should be one of the top
priorities for Root Cause Solutions & Services. A
yearly company seminar should be planned and
enforced to allow for employees and the company
as a whole to continue advancing their education in
general management, their responsibilities and in
Lean Six Sigma. All employees should continuously
maintain and advance their education throughout
the year along with creating a strong team. Inaddition to the team Root Cause Solutions &
Services could utilize Jacksonville temp agencies like Better Staff Incorporated to help find employees that
are Jacksonville residents This could help by providing assisted work such as forming/conducting a team
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ACTION ITEMS
Increase billable hours
1.0 Grow local customer base
1.1 Join local networking group, Southside Businessmens Group
1.2.1 Attend meetings and events sponsored by Southside Businessmens Group
1.2 Join local networking group, ImpactJax
1.2.2 Attend meetings and events sponsored by ImpactJax
1.3 Join local networking group, University Club
1.2.3 Attend meetings and events sponsored by University Club
2.0 Increase call center income
2.1 Advertise with trucking magazines
2.2 Seek networking with Roadmaster trucking school
2.2.1 Seek networking with trucking associations
3.0 Grow workforce
3.1 Utilize temp agency to fill call center jobs
3.1.1 Ability to hire full time employee(s) as needed
3.1.2 Reduce workforce size as needed
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FINANCIAL ASSESSMENT
FINANCIAL ASSESSMENT: ORGANIZATIONAL BUDGET
REVENUE Amount Amount
Existing Customers 100,000.00
Trucking Call Center 186,500.00
Troubled businesses 206,000.00
Start Up Companies 230,000.00
Total Revenue 722,500.00
EXPENDITURES
Action Items (Internal/Operational) - unapplied 2,500.00
Action Items (People/Learning) - unapplied 200,000.00
Payroll
Salaries 100,000.00
Hourly Wages* -Taxes (social security, unemployemnt, state, etc.) 30,000.00
Benefits (health, life, pension, etc.) 30,000.00
Other 10,000.00
Total Payroll Expenditures 170,000.00
Occupancy
Rent or Gross Mortgage Payments 60,000.00
Insurance 2,000.00
Utilities 3,600.00
Other 2,000.00
Total Occupancy Expenditures 67,600.00
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FINANCIAL ASSESSMENT: EXPLANATION
FINANCIAL ASSESSMENT: CUSTOMER
Trucking Company (Call center)Estimated Revenue
Estimated # of Customers 6
Est Avg Sale per customer 40,000.00$
Est # of sales per customer per year 1
Estimated Revenue this Year 240,000.00$
Estimated Expenses
Action Items Amount
Call CenterBusinesses with
Problems
Start-up
Companies
Estimated # of Customers 6 18 24
Est Avg Sale per customer 40,000.00$ 20,000.00$ 10,000.00$
Est # of sales per customer per ye 1 1 1
Estimated Revenue this Year 240,000.00$ 360,000.00$ 240,000.00$
Estimated Revenue 240,000.00$ 360,000.00$ 240,000.00$Less Costs of Goods Sold - - -
Gross Margin 240,000.00$ 360,000.00$ 240,000.00$
Less Addtl Overhead Costs (5,500.00)$ (10,000.00)$ (10,000.00)$
Less Addtl Managerial Costs (48,000.00)$ (144,000.00)$ -$
Contribution to Operations 186,500.00$ 206,000.00$ 230,000.00$
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Troubled Businesses (Consultation and Learning Services)
Start-Up CompaniesEstimated Revenue
Estimated # of Customers 6
Est Avg Sale per customer 40,000.00$
Est # of sales per customer per year 1
Estimated Revenue this Year 240,000.00$
Estimated Expenses
Action Items Amount
Join trucking associat ions 500.00$
Advert ise in trucking magazines 5,000.00$
5,500.00$
Estimated Revenue
Estimated # of Customers 18
Est Avg Sale per customer 20,000.00$
Est # of sales per customer per year 1
Estimated Revenue this Year 360,000.00$
Estimated Expenses
Action Items Amount
Workshops to educate & attract new customers 10,000.00$
10,000.00$
Q1 Q2 Q3 Q4 Total
Estimated Revenue 360,000.00$ 90,000.00$ 90,000.00$ 90,000.00$ 90,000.00$ 360,000.00$
Less Costs of Goods Sold - - - - - -
Gross Margin 360,000.00$ 90,000.00$ 90,000.00$ 90,000.00$ 90,000.00$ 360,000.00$
Less Addtl Overhead Costs (10,000.00)$ (2,500.00)$ (2,500.00)$ (2,500.00)$ (2,500.00)$ (10,000.00)$
Less Addtl Managerial Costs (144,000.00)$ (36,000.00)$ (36,000.00)$ (36,000.00)$ (36,000.00)$ (144,000.00)$
Contribution to Operations 206,000.00$ 51,500.00$ 51,500.00$ 51,500.00$ 51,500.00$ 206,000.00$
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FINANCIAL ASSESSMENT: INTERNAL/OPERATIONAL
FINANCIAL ASSESSMENT: PEOPLE/LEARNING
Expense Estimation
Action Items Amount
Dues for network organization membership 500.00$
Advertising/Marketing 2,000.00$
2,500.00$
Expense Estimation
Action Items Amount
Utilize temp agency to operate call center 200,000.00$Once call center is fully operational, potential to hire those employees full time TBD
200,000.00$
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SCORE CARD METRICS
Short-TermGoal Measure Targets Action Items
Fna
To increase revenue Net Profit 3% increase in
revenue over 12
months
To increase billable
consulting hours
Billable hours
compared to
previous month
3% increase in
billable hours over
12 months
Come
Increase in new clients New clientallist/meetings
2% increase in newclients over 6
months
Research Jacksonvilleclubs and associations for
business networking
Create networking team
to represent company over
a number of
associations/clubs
Generate repeat
business/maintain strongrelations with previous
clients
Percent of
repeat business
5% increase in
return businessrates
Show clients appreciation
for allowing opportunity todo business.
Introduce a discounted
price for returning
customers
Create a referral reward
Inen
ao
Reduce time between
initial meeting and
follow up
Time lapse Reduce time
between initial
meet and followup to 7 days
Construct active calendar
for all clients and
employees
Increase speed of
d li
Time of delivery 5% increase in
d f d li
Improve time efficiency by
i ti th t ff
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Strategic Plan 26
IMPLEMENTATION
Champion Leaders: Dellroy / Allen Accountable to: Each other
Ownership Team: Dellroy / Allen Key People: Dellroy / Allen
Customer Group: Call centers (Trucking Industry) Customer Group: Startup Businesses/ Business with issues
Leader: Dellroy Leader: Allen
Communicate Plan: Weekly meetings with status reports
People: Resources: Structure: Systems: Culture:
Marketing skills
The drive to be successful
Lean Six Sigma instructors
Financial savvy
Personnel: Dellroy / Allen
Money: Startup investment
Time: Daily
Networking with other
local business through in
person meetings,
workshops and business
clubs and associations.
Communications: Continued face to
face communication between partners
and part time employees when possible
and use of email and phone to
communicate desired needs and goals.
Advertising through
websites such as truck
associations, LeanJax.org,
Meetup.com and others
Information: Further development of
company website. Use of business
cards and promotional flyers to inform
potential clients of services available.
Planning: Weekly meetings or as
needed.
Compensation: Customer Acquisition
that equals revenue and profit for Root
Cause.
Dates: Goals: Measure Results: Evaluate Performance: Take Corrective Action:
Meetings on Monday
mornings to discuss previous
weeks accomplishments and
the current weeks goals.
Acquisition of trucking businesses for
call center solutions and any company
in need of business consulting or
learning services
Have we acquired any new
customers or any of our
goals?
Weekly evaluation of achieved goals
and customer acquisition
If goals have not been achieved, adapt plan
and try other ways to attract, gain and retain
customers.
OWNING THE PLAN
SUPPORTING THE PLAN
ADAPTING THE PLAN
Positive reinforcement between partners
and towards other employee's whenever
goals are achieved. Commissions for
employees who sale services and
maintaining a positive and fun environment
for everyone.
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