To investigate causes of employee and client complaints at the Roanoke branch of Phoenix Advertising.
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, and management operation, as well as, conducted 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 during their lunch breaks, whether they had lodged a complaint or not. I needed to hear everyone’s outlook on the standing of the Roanoke branch to gain complete insight, draw conclusions and make a plan of action. The client surveys were very informative and significant in my recommendations on adjusting the operation procedures, from this point forward.