Despite this consistent growth, the CEO has identified two concerning trends, based on data collected since Year 4.

BUSINESS ISSUE #1 The Customer Service Index (CSI) has decreased over the past 5 years, currently at 7.58. The target has always been 8.0.

CSI is calculated by using the following questions:

• How satisfied are you with our product?
• The product (CRM software) meets your business needs expectations
• Quality of technical support
  • Your technical issue is resolved on your first call (First Contact Resolution)
  • How satisfied are you with the knowledge of the Customer Relations Specialist?
  • How satisfied are you with the hours of technical support?

BUSINESS ISSUE #2 Employee Turnover Rate (ETR) in the Customer Support department has increased from 37 to 55% by year, over the past three years.

Exit interviews reveal the following causes:

• Lack of opportunity for development (in-house training, outside classes, no tuition assistance) 33%
• Lack of promotional opportunities (career development) 27%
• Conflict with work schedule (Two shifts in the call center 5AM-1PM and 11AM-7PM EST) 26%
• Conflict with Management 11%
• Other 3%

To address this problem, the CEO has set forth the following strategic business goal:

Increase the Customer Service Index (CSI) from 7.58 (current) to 8.0 by the end of Year 13 (currently were at the beginning of Year 11).

Decrease Employee Turnover Rate (ETR) from 55%/year to 27%/year by the end of Year 13 (currently were at the beginning of Year 11).

Develop a comprehensive action plan (in general) for each area to assist in reaching the goal.

AREA	ACTION PLAN (WHAT THEY WOULD NEED TO DO)	POTENTIAL ISSUES (WHAT COULD GO WRONG)	POSSIBLE SOLUTIONS (TO THE POTENTIAL ISSUES)
CEO
Administrative Assistant
Legal Department
Administrative VP
HR Manager
Finance Manager
Technology VP
Programming Manager
Design & Implementation Manager
Operations VP
Sales Manager
Marketing VP
Customer Support VP
Customer Relations Managers (3)