The organization that I have been focusing on is customer service representatives. Within the memo, it was acknowledged that customer service representatives go through large amounts of emotional labor without getting the proper feedback and training to ensure that they are doing tasks with the least amount of problems. I decided to focus my motivational plan on having HR and management give more evaluation and feedback. Strengths Experienced employees 100% customer focus in all aspects Additional training to all new staff and employees Specialized products and new services Proven and tested billing and payment processes Excellent knowledge of the industry Support systems for all products and services Weaknesses The duration of every conducted training . Limited number of managers, who usually handle the report writing and presentation Use of external sources for training Cross-training of staff in different and faroff areas Turnover of staff and management Emotional labor Opportunities Develop and enhance customer education Expand programs that are beneficial to customers Expand billing and customer services Utilize a cross-connection device that is used for tracking and reporting services Training for all employees to know each service area New service processes Threats Damage or loss of communication (representative to customer process) Loss of equipment suppliers Breakdown of cash and payment process systems, requiring slow manual processing Service competitor activity Lack of knowledge for change in customer expectations