02 Team1 Project Gap Analysis For PJ Enterprises Jem Edit 03 Clean

Project Gap Analysis Strategy for East West
Consultants ................................................................... 3
Project Description ............................................................................ 3
Information Needed .......................................................................... 3
Team Strategy .................................................................................. 4
Analysis Plan .................................................................................... 5
Activity 1 - Interviews of Administrators ............................................ 8
Details of Activity/Method ............................................................................................. 8
Questions to Ask .......................................................................................................... 8
Sales Support Interview ............................................................................................... 8
Current Business Situation ........................................................................................... 8
Information Technology Interview ................................................................................ 9
Telephone System ....................................................................................................... 9
Training ........................................................................................................................ 9
Human Resources Interview ...................................................................................... 10
Current Training Program .......................................................................................... 10
Hiring Process ............................................................................................................ 10
Current Employees .................................................................................................... 10
Employee Relations ................................................................................................... 11
Human Resources Policies ........................................................................................ 11
Activity 2 - Interview of Managers ................................................... 12

Details of Activity/Method ........................................................................................... 12
Questions to Ask ........................................................................................................ 12
Information Technology Interview .............................................................................. 12
Roles and Responsibilities ......................................................................................... 12
Training ...................................................................................................................... 12
Increase in Sales ........................................................................................................ 13
High Turnover ............................................................................................................ 13
Activity 3 Survey of Telephone Operators ................................... 13

Questions to Ask ........................................................................................................ 13
Activity 4 Survey of Customer Service Supervisors ..................... 13

Questions to Ask ........................................................................................................ 13
Activity 5 - Observation of Telephone Operators and Customer

Service Supervisors ........................................................................ 14
Questions to Ask ........................................................................................................ 14
Project Gap Analysis Strategy
Activity 6 - Review of Documentation ............................................. 16

Questions to Ask ........................................................................................................ 16
Catalogs ..................................................................................................................... 16
Questions ................................................................................................................... 16
Training Documents and Job Aids ............................................................................. 16
Questions ................................................................................................................... 17
Customer Feedback Reports ..................................................................................... 17
Questions ................................................................................................................... 17
Roadblocks & Dependencies .......................................................... 18

Appendices ..................................................................................... 20
Appendix 1: Survey for Telephone Operators ................................ 21
General Information: .................................................................................................. 21
Training: ..................................................................................................................... 21
Customer Service Calls: ............................................................................................. 22
Job Satisfaction: ......................................................................................................... 23
Appendix 2: Survey for Customer Service Supervisors ................. 24

General Info: .............................................................................................................. 24
Training: ..................................................................................................................... 24
Customer Service Calls: ............................................................................................. 25
Job Satisfaction: ......................................................................................................... 26
On Telephone Operators and the Call Center: .......................................................... 27

for East West Consultants
November 5, 2016
Project Description
PJ Enterprises, a mail-order catalog business, has a business plan that significantly
increases its financial targets and includes aggressive growth.
PJ Enterprises requested that East West Consults design, develop and deliver a
learning program for telephone operators and customer service supervisors. This
will replace the previous training done by in-house staff and training is to be
completed before the next catalogs are mailed.
The PJ Enterprises budget is $400,000 for all staff training for the upcoming fiscal
year.
Prior to determining the best way to serve PJ Enterprises training request, East
West Consultants will conduct initial research to determine the cause of the gap
between the current state and the company goals. In doing this analysis, East West
Consultants hopes to discover the details of PJ Enterprises needs and to more
accurately determine the best way to support business and training goals.
Information Needed
East West Consultants must first determine specific goals within the broad
financial goals, including:
How specific company goals for aggressive growth and increases in catalog
customer lists, sales and net profit will effect training needs
How aggressive growth, maintained profitability, improvements in customer

service scores will affect the quality of the work environment, staff
development and recognition
Plans for growth that will impact the work levels in the catalog division and
call center and also require different service and training levels
Then East West Consultants will try to discover:
Current training for telephone operators and customer relations supervisors
How to reduce or eliminate customer complaints
Nature of customer complaints/comments within the area of service, such as

the level of specific areas of complaint or just an overall problem
Specific complaints, by shift or employee role
Existence of any complaints with regards to customer service that might be

impacted by processes, procedures or equipment
Current level/type of training of new staff, particularly call center staff
Current level of employee relations, related in particular to high turnover and

dissatisfaction of call center staff
East West Consultants will also endeavor to obtain information about behavior in
the call center during the various shifts and by telephone operators and customer
service supervisors including:
The current practices, routines and behaviors of the staff involved, in general
and specifically with regards to company standards and complaint areas
Team Strategy
East West Consultants will use a variety of methods to collect the necessary
information, including:
Individual interviews
Surveys
Observations
Review of company documents (catalogs, summary product descriptions,

customer feedback records)
Analysis Plan
Research Method
1.
Individual
Interview
Target Audience
Administrators
Information You Hope to Gain

More specific business and financial goals, including
the current:
business situation, telephone operations and existing

training program
telephone system and workstations, training, plans

for upgrading equipment, current capacity and
performance
hiring process, current employees, employee

relations and human resources policies
Team Member
Responsible
Maureen
More specific information about:
2.
Individual
Interview
Managers
Catalog Director,
Judie Thompson
Merchandising
Manager,
Sheena Perez
business and financial goals, including existing plans

for company growth, increasing the customer base,
improving service and revenue,
plans for changes in training methodology and
customer complaints and the impact those might

have on service levels/needs
roles and responsibilities
training
staff turnover
Jennifer
Research Method
3.
4.
5.
Survey
Survey
Observation
Target Audience
Telephone operators
Customer service
supervisors
Telephone operators
Customer service
supervisors

training needs and effectiveness
how they handle product ordering calls, customer

service calls
job satisfaction
training needs and effectiveness
how they handle all aspect of customer calls
job satisfaction
perceptions of the role of the telephone operators

and Call Center
the work environment in the call center, employee

relations
current practices and routines
user friendliness of equipment, resources and

routines
level of telephone etiquette
volume and types of calls
volume and types of customer complaints
possible unidentified causes of customer complaints
Team Member
Responsible
Joseph
Joseph
Cheri
Research Method
6.
Review of
documents
Target Audience
Catalogs

company products
Training documents
quality and organization of catalogs
Job aids: Product

Reference Guides
contents of previous training sessions
contents, quality and organization of product

reference guides
details of customer complaints, breakdown of types

of complaints
how customer complaints might be reduced or

eliminated
Customer Feedback
Team Member
Responsible
Shauna
Activity 1 - Interviews of Administrators

Details of Activity/Method
East West Representative will conduct face-to-face interviews with subjects as
seen below. Interviews are divided into three groups: Administration Management,
IT, and Human Resources.
Questions to Ask
Questions for representatives from the departments of Information
Technology and Human Resources follow below.

Sales Support Interview
Subjects:
Jane MacKenzie, Director Sales Support
Current Business Situation
Tell me about your products. I understand that your annual turnover is high
and that you have about 500 products annually. Can you tell me how this
impacts your business?
One of your business objectives this year is a 10 percent improvement in

customer service scores. Customer surveys show a 30 percent increase in
complaints. Why do you think customers are dissatisfied? What actions
have you tried or are you taking to reduce customer complaints?
Another business objective is to focus on the quality of the work

environment. Can you tell me about the work environment for your
telephone operators and supervisors? Do you have plans that may impact
the work environment in the Call Center?
Currently your training program lasts for one half-day and focuses on
product descriptions with the automated entry system. PJ Enterprises has
hired East West to devise a new training course for the supervisors and
operators. Participants are to be trained on each catalogue item. What
information do you think should be included in a new training program?
What would an ideal curriculum look like for your employees that need to
increase their skills, abilities and knowledge?
If a new training program were offered to your staff, what would suit your
scheduling and staffing needs best? How flexible can you be with this?
Do you have any comments that you would like to add?
Information Technology Interview

Subjects:
Yun Tsien, Manager Sales System Installation Project
Lucy Fieldman, Manager PJ Intranet
Telephone System
Describe your current IT system and capabilities for phone calls.
Tell me about the telephone operators call center work stations. Are there
software or hardware restrictions placed on operators?
How are calls sent from operator to supervisor? Is it random, first

available, specific supervisors, or another method? What happens if a call
is not picked up?
Operators are only answering 3 calls per hour when the goal is six calls. Is
this a technical problem? Also, the system is supposed to have a twominute wait time for customers, but many customers complain about long
wait times. Do you have any records that might help identify what is
causing extended wait times?
Tell me about the automatic call-distribution features of the telephone

system and the activity reporting capability.
How often is software updated and system maintenance run?
PJ Enterprises plans to upgrade the hardware. What changes are taking

place? Will this impact telephone operators and supervisors?
What is the current state of the hardware in telephone operations? Are

there any issues? Do you receive requests from this center for help or to
repair issues with software, phone lines, or other areas? Please provide as
much specific information as possible.
The telephone system can support 20 incoming lines. Is this enough to

support the needs of the company? PJ Enterprises is targeting a 40 percent
increase in their customer list. If this growth stems from telephone orders,
is the present system capable of smoothly handling this increase volume in
calls?
Training
Do you feel that the operators and supervisors are well trained on the
technical aspects of their jobs?
As we develop a new training program, what computers and software

applications are available for employees for training purposes? How many
do you have?
Do you have the technical infrastructure for an eLearning course to be

developed?
Human Resources Interview

Subject:
Bill Smith, HR Manager
Current Training Program
Was the current training program a Human Resources initiative?
What can you tell me about how the current training program was
designed?
What kind of support does HR provide for the current training program?
Hiring Process
One of the issues facing PJ Enterprises appears to be all facets
related to adding personnel. So lets go over this process:
What are the qualifications for the telephone operator and

customer service positions?
Is there an onboarding process?
How are employees managed? Is there an overarching

management philosophy?
Current Employees
Regarding the telephone operator and supervisor positions:
What is the pay scale? How and when are raises determined?
What hours are required?
When do these employees receive vacation time?
Are they paid hourly or salaried? Exempt or nonexempt?
Do you have job descriptions for the telephone operators and the
supervisors that you can share?
Please provide the following information on all employees in

these positions: Demographics such as age, gender, languages
spoken, English fluency, education attainment, computer skills
and training, employment history.
10
Employee Relations
Currently more than half of the telephone operators express dissatisfaction

with their jobs. One staff member either resigns or is terminated every
other month. Can you tell me what the operators complaints have been,
and why the high turnover?
You have new HR policies regarding employee performance evaluations.

How do you monitor your employees performance? What is your criteria?
Is this articulated to the employees?
How do you motivate your employees?
Human Resources Policies

Tell me about the recent changes to the employee handbook. What
have you modified, added, and omitted? Why?
I understand that you hold monthly employee meetings at which
attendance is required. Are there any laws in your state about such
practices?
What are the subjects of these meetings?
One business objective for PJ Enterprises is to focus on staff
development and recognition. What has been planned to achieve?
11
Activity 2 - Interview of Managers

This interview will focus on role responsibilities, increase in sales, turnover and
training. These questions are designed as a starting point and probing questions
will be asked during the interview. The probing questions will be specific to each
employee as their jobs are different. The interviews will be done during the work
day.
Questions to Ask
Questions follow below.
Information Technology Interview

Subjects:
Judie Thompson, Catalog Director
Sheena Perez, Merchandising Manager
Roles and Responsibilities
Can you tell me what your roles are in the company?
You have taken on additional responsibilities for training. In your current

job, what kind of support do you need from the company? Do you receive
the type of support you need in a timely manner? Is there anything that
would improve your ability to do your job?
Training
You are responsible for training the customer-service supervisors and the
telephone operators. The training is a half day four times a year. I
understand that each session is 4 hours. How did you determine that 4
hours was suitable? Going forward, are you planning any changes in the
training practices, content or schedule?
What other training or tools do you think would be helpful for them?
Do you think the training should be separated by supervisors and

managers?
What on-the-job help resources are available for the Call Centre?
12
Increase in Sales
This year your annual sales were $5 million. The projected target is to
increase to $7 million. Do you think this is feasible?
What do you think would help to reach this goal?
How did adding the fourth catalogue impact sales this year?
High Turnover
There is a high job dissatisfaction and turnover with the operators and
supervisors. What do you think the cause of this is?
Do you feel it is your role to handle this issue? If not than who?
Activity 3 Survey of Telephone Operators

This anonymous survey will be given to all telephone operators to solicit
information regarding their training needs and effectiveness, how they handle
product ordering calls, customer service calls and their job satisfaction. All the
operators must complete this anonymous survey. The surveys will be provided in
electronic format for easy completion and return.
Questions to Ask
See Appendix 1: Telephone Operator Survey
Activity 4 Survey of Customer Service Supervisors

This anonymous survey will be given to all customer service supervisors to solicit
information regarding their training needs and effectiveness, how they handle all
aspect of customer calls and their job satisfaction. There will be a few additional
questions regarding their perceptions of the role of the telephone operators.
Questions to Ask
See Appendix 2: Customer Service Supervisor Survey
13
Activity 5 - Observation of Telephone Operators and

Customer Service Supervisors
Telephone operators and Customer Service Supervisors will be observed on the job
and while taking calls. The names of the people being observed will not be
recorded.
Notes will be taken using the Observation Schedule below. Two example entries
are given. Observations will run from the start to the end of each call and will
include all interactions individual customers have with PJ Enterprises employees.
Date:
Observer:
Time
Activity
Description
(TO = telephone operator, CS= customer service supervisor)
9:00
Receive
call
TO uses standard greeting and opening procedures
9:02
Access
catalog
TO opens product reference guide and uses search feature

to locate item
Expand form as needed
Observations will be reviewed and summarized to provide answers to the questions

below, identify work flow and patterns and to identify areas of concern or that need
further investigation.
Questions to Ask
Are company targets met?
Targets require that telephone operators respond to six calls per hour and that the
customer is kept happy.
Targets also include a two minute time frame in which:
operators answer using standard greetings
operators place orders directly on the system
operators encourage the customer to answer brief customer service

questions
operators transfer customer service calls to customer service supervisors
90% of customer inquiries are answered
14
Additional questions are given below.
How many lines and headsets are in use during the observation period?
Please describe the steps in the call distribution system once a call is
received.
Please explain what kind of reports the call distribution system can provide
or generate.
How does the customer service survey function?
What is the level of telephone etiquette in use by employees?
How do telephone operators respond to customer inquiries?
How do employees access product reference guides?
How many calls does a telephone operator respond to in one hour?
What kinds of activities extend the length of calls?
For each customer complaint received (if any):
Who receives the complaint first?
How is the complaint dealt with by at the first contact point?
What elevates a call to a customer service supervisor?
How many calls per hour are elevated to a customer service?
How are complaints dealt with by customer service supervisors?
What is the dollar value of each customer order?
15
Activity 6 - Review of Documentation

EWC representative will review company documents and records including
catalogs, product reference guides and customer feedback.
Questions to Ask
Questions for each type of document are given below.
Catalogs
This year is the first year that the company produced four different catalogs, one
for each season. These included:
Spring catalog (40 pages, mailed end of December)
Summer catalog (32 pages, mailed in mid-April)
Fall catalog (40 pages, mailed in the end of June)
Christmas catalog (48 pages, mailed in mid-September).
More than 500 products have rotated through its catalog over the six years that it
has been in operation.
Questions
How clearly organized are the item categories? In other words, if a

customer has a question about an item, can staff flip to the page and find it
so that they can understand what a customer is seeing?
Are the items described accurately and thoroughly?
Are headings and images clear and prominent?
Is there any similarity between the layouts of seasonal catalogs so that

someone who had seen one catalog would recognize another one?
Training Documents and Job Aids

Before catalogs are mailed, training is provided to Telephone Operators and
Customer Service Supervisors. Training has been conducted by Sheena Perez,
Merchandising Manager, and Judie Thompson, Catalog Director. The training
format has been a half-day training using PowerPoint with thirty minutes at the end
for questions.
Training has been provided four times per year prior to the introduction of the new
seasons catalog.
Summary product description sheets are provided for reference on the automated
entry system.
16
Questions
What information is included in the PowerPoint?
Is there a scenario or interactive portion to the training which would help

staff think through a real world customer service scenario?
Is the training organized so as to help facilitate retention of the new

product information?
How are the product reference guides organized? Is it designed using

headings, appropriate sized font, images and other indicators to provide
easy access?
Customer Feedback Reports

Telephone Operators respond to 3 calls per hour (compared to the required 6 calls
per hour).
Two-thirds of customers who respond to the customer service survey have a
complaint about the telephone operator. Complaints generally relate to product
knowledge, telephone etiquette and response time to calls in the queue.
Questions
What is the precise breakdown of complaints by category or topic?
What kind of questions do customers ask that telephone operators are

unable to answer (product knowledge)?
What training is provided related to telephone etiquette?
What causes long waits?
Why are customers asked to call back?
Why are customers redirected?
What is the basis for requiring six calls per hour?
Has previous training addressed issues related to customer service

feedback?
17
Roadblocks & Dependencies

The following situations could cause the assessment to be delayed or halted. It is
in the best interest of PJ Enterprises Management team to work with East West
Consultants (EWC) to prevent challenges or to mitigate their effects.
Roadblocks / Dependencies
Mitigation Strategies
Employee resistance to
participating in the assessment
PJ Enterprises Management and EWC

will impress on employees that
participation is important to the
success of the business
Few individuals agree to be

interviewed which would result
in incomplete or unbalanced
information.
PJ Enterprises Management will

impress upon employees the
importance of the interviews and of
being heard; confidentiality will be
guaranteed; EWC will encourage the
company management to offer some
incentive for interview completion.
Few individuals return surveys

which would result in incomplete
information.

impress upon employees the
importance of the surveys and of
being heard; confidentiality will be
guaranteed; EWC will encourage the
company management to offer some
incentive for survey completion.
Time is not available to do

adequate Call Center
observations (center functions,
telephone operators and
customer service representatives)
PJ Enterprises Management must

agree to the time needed to complete
an adequate number of observations.
Individuals who are observed do

not follow their usual routines
PJ Enterprises Management and EWC

will impress on employees that
following their normal routines is
important to the accuracy of the
assessment; confidentiality will be
guaranteed.
The nature of shift work at the

company may mean some
employees being unavailable

require Telephone Operators and
Customer Service Supervisors to
participate in assessments and will
pay for their participation outside of
their shift
18
Roadblocks / Dependencies
Mitigation Strategies
PJ Enterprise documents are not

provided for review

require that all the requested company
documents be provided to EWC in a
timely manner
19
Appendices
20
Appendix 1: Survey for Telephone Operators

General Information:
1.
How long have you been in this position?
Training:
2.
How much does the current training help you do your job? (Choose only one number)
A lot ----------------------------------------------------------------------------------------------A little
4
3.
How could the current training be made more useful to you?

_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
4.
What kind of topics should be included in these training sessions?

a) Product knowledge
b) Telephone service
c) How to handle customer service calls
d) Others (List them below)
______________________________________________________________________
5.
What type of training format would you prefer?

a) Face-to-face training sessions
b) Totally online training
c) A mixture of both face-to face sessions and online training
6.
What is the preferred time for you to attend training sessions?

a) During work hours
b) After work hours but with compensation for your attendance
21
Customer Service Calls:

7.
How confident are you that you can manage service calls by yourself? (Choose only one number)
High ----------------------------------------------------------------------------------------------Low
8.
On average, how many customer calls do you handle in an hour?

a) 6 calls or more
b) 5 calls
c) 4 calls
d) 3 calls
e) 2 calls or less
9.
What are some of the challenges that you face when handling customer calls?
(Select all that apply)
a) The current customer service telephone system is technically ineffective
b) The current customer service telephone system is hard to use
c) The process of handling customer service calls is ineffective
d) Not familiar with the telephone system
e) Not enough staff to handle the number of service calls
f) Lack of product knowledge
g) Finding product information to solve problems
h) Not enough support from management
j) Difficult customers
k) Others (list them below)
_________________________________________________________________
10.
Is there anything you feel would make it easier for you to handle customer service calls?
List these below:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
22
Job Satisfaction:
11.
Your supervisors are helpful in assisting you in your job. (Choose only one number)
Strongly agree ------------------------------------------------------------------------------- Strongly disagree
4
12.
Your peers are helpful in assisting you in your job. (Choose only one number)
Strongly agree ------------------------------------------------------------------------------- Strongly disagree
4
13.
How do you rate your overall job satisfaction? (Choose only one number)
Very satisfied ---------------------------------------------------------------------------- Not at all satisfied
4
14.
If your job satisfaction is below three (3) what are your reasons? Briefly explain below:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
15.
Please list ways to improve your working environment and job satisfaction below:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
16.
a)
b)
c)
d)
e)
What is the single most important factor to improve your job satisfaction and thus improve your
effectiveness at work?
Better training
More money
Reduce work loan
Better communication between management and staff
Others (list them below)
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
23
Appendix 2: Survey for Customer Service Supervisors

General Info:
1.
How long have you been in this position?
Training:
2.
How do you rate the effectiveness of the current training in helping you to do your job as you assist
Telephone Operators? (Choose only one number)
High ----------------------------------------------------------------------------------------------Low
3.
How often should trainings for job-related tasks be provided?

a) 4 times a year
b) Less than 4 times a year
c) More than 4 times a year
d) Online anytime training
4.
What kind of topics should be included in these training sessions?

a) Product knowledge
b) How to use the telephone service
c) How to handle customer service calls
d) Others (list them below)
5.
What type of training format would you prefer?

a) Face-to-face training sessions
b) Totally online training
c) A mixture of both face-to face sessions and online training
6.
What is your preferred time to attend the training sessions?

a) During work hours
b) After work hours but be compensated for your attendance
24
Customer Service Calls:

7.
How confident do you feel that you are able to manage customer calls and maintain customer
satisfaction? (Choose only one number)
High ----------------------------------------------------------------------------------------------Low
8.
On average, how many customer calls do you service per hour?

a) 6 calls or more
b) 5 calls
c) 4 calls
d) 3 calls
e) 2 calls or less
9.
What are some of the challenges that you face when you handle customer calls?
a) The current customer service telephone system is technically ineffective
b) The current customer service telephone system is hard to use
c) The process of handling customer service calls are ineffective
d) Not familiar with the telephone system
e) Not enough staff to handle the number of customer calls
f) Lack of product knowledge
g) Take too long to find product information to solve problems
h) Not enough support from management
i) Lack of customer handling skills
j) Others (list them below)
____________________________________________________________________________
10.
Please suggest ways to improve the efficiency and effectiveness of doing your job. List them
below:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
25
Job Satisfaction:
11.
How do you rate the effectiveness of communication between management and staff? (Choose only
one number)
High ----------------------------------------------------------------------------------------------Low
4
12.
How do you rate your overall job satisfaction? (Choose only one number)
Very satisfied ---------------------------------------------------------------------------- Not at all satisfied
4
13.
Please list the reasons for any job dissatisfaction below if any.
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
14.
Please list ways to improve your job satisfaction below:

_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
15.
What is the single most important factor for improving your job satisfaction and thus improve your
effectiveness in doing your job?
a) Better training
b) More money
c) Hire more staff
d) Upgrade the current customer service telephone system
e) Improve the process of handling customer service calls
f) Improve product knowledge support
g) Other (list one below)
____________________________________________________________________________
26
On Telephone Operators and the Call Center:

16.
How do you rate the effectiveness of the telephone operators in doing their job? (Choose only one
number)
High ----------------------------------------------------------------------------------------------Low
4
17.
Please recommend ways to improve the Call Centers effectiveness in taking customer calls,
ordering and customer service. List them below:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
Project Team:
Cheri MacLeod, Maureen Stiebris, Joseph Yang, Jennifer Johnson-Corless, Shauna Borger
27

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Project Gap Analysis Strategy for East West

Activity 2 - Interview of Managers ................................................... 12

Activity 3 Survey of Telephone Operators ................................... 13

Activity 4 Survey of Customer Service Supervisors ..................... 13

Activity 5 - Observation of Telephone Operators and Customer

Activity 6 - Review of Documentation ............................................. 16

Roadblocks & Dependencies .......................................................... 18

Appendix 2: Survey for Customer Service Supervisors ................. 24

Project Gap Analysis Strategy

Project Gap Analysis Strategy

How aggressive growth, maintained profitability, improvements in customer

Then East West Consultants will try to discover:

Project Gap Analysis Strategy

Current training for telephone operators and customer relations supervisors

How to reduce or eliminate customer complaints

Nature of customer complaints/comments within the area of service, such as

Specific complaints, by shift or employee role

Existence of any complaints with regards to customer service that might be

Current level/type of training of new staff, particularly call center staff

Current level of employee relations, related in particular to high turnover and

Project Gap Analysis Strategy

Review of company documents (catalogs, summary product descriptions,

Information You Hope to Gain

business situation, telephone operations and existing

telephone system and workstations, training, plans

hiring process, current employees, employee

More specific information about:

Project Gap Analysis Strategy

business and financial goals, including existing plans

plans for changes in training methodology and

customer complaints and the impact those might

More specific information about:

roles and responsibilities

Project Gap Analysis Strategy

Information You Hope to Gain

training needs and effectiveness

how they handle product ordering calls, customer

More specific information about:

training needs and effectiveness

how they handle all aspect of customer calls

perceptions of the role of the telephone operators

More specific information about:

the work environment in the call center, employee

current practices and routines

user friendliness of equipment, resources and

level of telephone etiquette

volume and types of calls

volume and types of customer complaints

possible unidentified causes of customer complaints

Information You Hope to Gain

quality and organization of catalogs

Job aids: Product

contents of previous training sessions

contents, quality and organization of product

details of customer complaints, breakdown of types

how customer complaints might be reduced or

Project Gap Analysis Strategy

Activity 1 - Interviews of Administrators

Technology and Human Resources follow below.

Current Business Situation

Project Gap Analysis Strategy

One of your business objectives this year is a 10 percent improvement in

Another business objective is to focus on the quality of the work