Step 1

Step 1: Methods
a. Observations
Observations will be made of the individuals in their different departments of work environments to see how they interact with each other and their clients on a day to day basis. This will be done in hopes to see where the issues or breakdowns in communication and work procedures and protocols occur.
b. Interviews
Each employee will be interviewed personally, or in groups by their respective departments, whichever would get a better response. This will be done with the intention to explain to them the problems that have been brought to the company’s attention and ask for their input into what they feel the biggest issues are and how they would rectify them.
c. Surveys
Employees along with clients serviced from the past 12 months will be asked to be a part of the conducted surveys, to gather information from those who are connected to the company and to have specific cases that would give probability to the proposed actions to solve the problems.

Step 2A: Surveys
Employees:
i. As an employee, are you being paid and allowed the benefits that the company has imposed?
This is asked in order to determine the compensation of the employee which can be the cause of distraction.
ii. Is there any process of account review in the company?
This is asked to identify the strengths and weaknesses of the company when it comes to the accounts of the employees, clients and management itself.
iii. In about four (4) sentences, tell me about yourself and your position here at Phoenix Advertising. Who do you report to when on an assignment?

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This is asked to find out what each person believes their responsibilities are within the company and to whom they report. Findings may also be done in some other areas of concern that have not yet been reported, such as a broken chain of command.
Clients:
i. On a scale from 0-10 (10 being the highest), are you satisfied with the Roanoke Branch staff and the services provided to you?
This is asked to determine if the company’s work output is up to the clients’ standards and if they are receiving what was promised in their contracts with the company.
ii. Do you know anything of the current situation of the company? If yes, kindly state the situation in brief.
This is asked to know if the clients are sensitive to the internal situation of the company.
iii. Would you recommend us to others? Why or why not?
This is asked to find out what is most important to our clients and where we need to improve. I also want to find out if our clients would tell others about us, and if not, what we can do to change that.