Roanoke Investigation Report Sample

Topic Outline

I. An investigation into the Roanoke branch of Phoenix Advertising to determine the source of reduction in production and client disappointment.
II. Investigation Techniques
A. Observation.
1. Visited the branch from June 8 – June 12
2. Observed employee performance, client services and management operations
3. Made note of areas that needed correction and more attention

B. Interviews
1. Engaged with the employees during their lunch breaks
2. Spoke to clients that with and without complaints, to figure out of where the issue(s) originated from
3. Looked into the company policies and procedures with the management team

C. Surveys
1. Mr. Willis received a client survey on June 8th, that I authored and forwarded to him to distribute
Identity of Facility
Branch #2, Phoenix Advertising, Roanoke, Virginia
Description of Investigation
On visiting the site over a period of 5 workdays, I observed employee performance, client services, management operation as well as conduct employee interviews and client, employee surveys. Upon arrival at the Roanoke branch observation was immediate and I took note of favorable business dealings and those, which needed correction. Analysis of client surveys completed prior to and during my visit along with employees interviews have helped in my determination of root cause for the chaos at the Roanoke branch.
The 30-minute interview process was with all employees individually whether they had lodged a complaint or not. I needed to hear every ones outlook on the standing of the Roanoke branch to

gain complete insight, draw conclusions and make a plan of action. Along with the client surveys which were very informative and significant in my recommendations on adjusting operations procedure from this point forward.
Results
My investigation identified the following
Art directors have not been effectively communicating with the graphic designers; this has resulted in prolonged completion of projects.
3. Art directors are modifying the graphic designers work without discussion; this has upset our clients because they aren’t receiving the finished product in a timely fashion. Also employee morale is affected because collaborative efforts aren’t being made.
4. Management has not received traditional procedure and customer satisfaction training; this created unhappy clientele and dropped our customer satisfaction rating.
5. Account managers took new accounts without considering the current workload: this accrued more work than the employees were able to handle.
Conclusions
In brief branch #2 of Phoenix Advertising has fallen below the level of production and client satisfaction that is expected. The high moral and positive attitude that once prevailed has fallen and has constituted this circumstance due to lack of compensation, communication, training and work overload. The Roanoke branch was the leading advertising company in the area because of branch #2; we now trail behind our competitors both in production and customer service.