Exam 05002200 
“Step 1”
Methods:
1. Observations
2. Interviews
3. Surveys
I will begin by observing the departments to see how the employees interact with each other and their clients. I will have employees and clients complete surveys about themselves and the company. I will the interview groups of employees to get their input of the situation and how they see it being resolved.
“Step 2A: Surveys”
Employees:
1. What is your Job Title, Job Description, and who is your Supervisor?
I intend to learn what each employee believes his/her responsibilities are and to whom they report to.
2. Are you happy with your employment? Why or Why not?
I intend to learn how many employees are happy working at Roanoke and to have those not happy share problems we may not be aware of.
3. Are we satisfying our clients and ensuring their retention? I intend to learn whether our employees feel our clients are receiving the attention they deserve.
Clients:
1. Are you satisfied with the Roanoke Branch’s performance? I will learn if the clients feel they are being treated in the way they expect.
2. Are you satisfied with the advertising for your company/product? I will learn if the clients are happy with the work our agency is producing.
3. In what ways can we improve to better meet your needs? I will learn what more the clients would like from our team to improve their performance.
“Step 2B: Letter”
Phoenix Advertising
1234 Ocean View
Charlotte, NC 12345
123-555-4567
January 28, 2015
Phoenix Advertising
789 Lake Ave
Roanoke, VA 56789
Mr. Oliver Brown:
I am writing to inform you Mr. Gregory Forest, Phoenix Advertising President, has requested I come to Roanoke to conduct an investigation of your branch.
It has come to Mr. Forest’s attention that complaints have been made by four important clients about the quality of work being produced by your branch. It has also come to his attention that some top management employees have quit in the last three months and other
Methods:
1. Observations
2. Interviews
3. Surveys
I will begin by observing the departments to see how the employees interact with each other and their clients. I will have employees and clients complete surveys about themselves and the company. I will the interview groups of employees to get their input of the situation and how they see it being resolved.
“Step 2A: Surveys”
Employees:
1. What is your Job Title, Job Description, and who is your Supervisor?
I intend to learn what each employee believes his/her responsibilities are and to whom they report to.
2. Are you happy with your employment? Why or Why not?
I intend to learn how many employees are happy working at Roanoke and to have those not happy share problems we may not be aware of.
3. Are we satisfying our clients and ensuring their retention? I intend to learn whether our employees feel our clients are receiving the attention they deserve.
Clients:
1. Are you satisfied with the Roanoke Branch’s performance? I will learn if the clients feel they are being treated in the way they expect.
2. Are you satisfied with the advertising for your company/product? I will learn if the clients are happy with the work our agency is producing.
3. In what ways can we improve to better meet your needs? I will learn what more the clients would like from our team to improve their performance.
“Step 2B: Letter”
Phoenix Advertising
1234 Ocean View
Charlotte, NC 12345
123-555-4567
January 28, 2015
Phoenix Advertising
789 Lake Ave
Roanoke, VA 56789
Mr. Oliver Brown:
I am writing to inform you Mr. Gregory Forest, Phoenix Advertising President, has requested I come to Roanoke to conduct an investigation of your branch.
It has come to Mr. Forest’s attention that complaints have been made by four important clients about the quality of work being produced by your branch. It has also come to his attention that some top management employees have quit in the last three months and other