HOW TO Create a facilitator agenda to guide me and any other co-facilitators I will work with.

agenda for Organizational Overview Shout Apparel is a high-end fashion retailer headquartered in New York, with offices in Tokyo and Paris. In 2017, the leadership team decided to close twelve retail stores and become a primary online retailer. They are keeping two stores open in New York and Tokyo, mostly for marketing purposes. In the fashion industry, it is common for high-end brands to have limited stores in fashion capitals. Customer satisfaction has decreased steadily since the close of retail stores, and everyone is blaming the customer's online experience and pointing fingers at IT. As the Business Analyst for the Customer Success team, you were assigned to conduct an investigation on this - which led to the discovery that the problem was not IT or the online experience. Your investigation showed that the Customer Success Managers for Africa/Middle East and Europe had daily meetings with their customer service representatives. They also had online documents that gave different customer scenarios and steps on how the staff member should respond. The Customer Success Managers for Asia provided a detailed script for handling customer calls but little guidance in resolving customer issues. Many of the representatives for Asia told you in a focus group that the Customer Success Manager does not provide guidance, leaving each representative to handle the issue how they see fit. Your North/South American representatives were the only virtual team (the rest were in the office) that had monthly meetings and an Excel spreadsheet with potential customer cases with a guide on responding to specific scenarios. You learned from an interview that one of the more senior representatives started this spreadsheet to help her colleagues. However, the representatives keep it a secret for fear of being perceived as "undermining" or "overstepping" the Manager. Further investigation found that outside the monthly virtual huddles with the CCO, the Customer Success Managers did not meet. The managers for Africa/Middle East and Europe territories are friends outside of work and often meet since they both work out of the Paris office. You sent an anonymous survey to the customer service representatives and learned the following: 55% feel unheard Only 25% are receiving the mandated monthly supervision meetings (as outlined in company policies) 45% have received disciplinary action from their Customer Success Manager 43% reported that it was "highly unlikely" for them to share the ideas they have They reported that your top three priorities for Shout Apparel customer service should be: Streamlining documentation, training managers, and providing more detailed "how-tos" for when dealing with customer cases. The following is the department's structure. Instructions The CCO wants you to present your problem diagnosis to her (Melissa Rooney), Fatima Ali - Chief Human Resource Office, Luke Obele - Chief Innovation Officer, and Linda Simmon PMO Director. At the meeting, she will share that you will lead this initiative. She would like you to use this meeting to buy into your vision before you begin the Business Analysis work. You are about to hold your first all-day (6-hour) workshop to determine the future state and requirements needed to realize the future state. Use this opportunity to share your vision for how you will conduct the business analysis work. You received budget approval to fly the whole team and senior leaders mentioned above to NY and a $5,000 budget for breakfast, lunch, games, and toys.