There were two employees that left throughout the the year Annual staff turnover ratio: 2 / 29 * 100 = 6.89% Reasons for leaving for the 2 employees were given as follows: Moved interstate. Left to raise family For the current year: At the start of the year there were 29 employees At the end of the year there were 29 employees There were six employees that left throughout the the year Annual staff turnover ratio: 6 / 29 * 100 = 20.69% Reasons for leaving for the 6 employees were given as follows: Low pay - got a higher paying job at a competitor High workload expectations - feeling overwhelmed and stressed Feeling undervalued and not being listened to by management Job did not meet expectations Growth opportunities not available Moved with family overseas TASK Review the strategic plan, the business plan, and the operational performance data to determine: At least three development needs for the organisation At least two development objectives for the organisation Once you have determined the needs and objectives, draft an email using the organisation's Email Template (accessible via the CBSA website) that: Specifies who the email is to Specifies who the email is from Specifies the date and time you sent the email Specifies a subject Specifies in the body of the email why the email is being sent and mentions the development needs and objectives Specifies the job position you are role playing in the email footerCore Values Our commitment is to: - Implement innovation and excellence - Provide ways to help customer grow so they are successful - Empower and inspire our customers - Behave honesty with respect for all individuals - Act professionally with our customers and each other - Continually pursue new knowledge and share this openly with others Strategic Plan ZOXX Strategic objectives for this year include: - Acquiring five new clients per month - Maintain 90% retention rate of our existing customers - Grow our business financially by 25% - Implement three new services for our clients - Grow our workforce to support new services and expected growth Operational Performance Data.docx Strategic Goal Performance Measures Business data is gathered every quarter, and reported to Managing Director for review. The first two quarter's results of strategic goals performance are provided below: Goal 1St Quarter 2nd Quarter Acquire 5 new clients per month 2 new clients per month 2 new clients per month Maintain 90% customer retention rate 80% retention rate 75% retention rate Grow business by 25% Financial growth of 5% Financial growth of 15% Implement three new services No new services implemented No new services implemented Grow workforce to 32 employees Workforce numbers stable at 29 Workforce numbers increased to 30 Service Delivery: Issues - An average of ve client complaints are received each month . Complaints generally relate to the following themes: Customer service staff are unable to provide adequate service advice Customer service staff are not friendly at times Lengthy wait times on the telephone to discuss services or chase up appointment scheduling Differences between appointment stated and actual appointment time staff member is turning up on - There also appears to be some further issues relating to the time in responding to complaints and identifying and implementing procedures to address issues identified through complaints. Staff Turnover Analysis For the previous year: - At the start of the year there were 27 employees - At the end of the year there were 29 employees - Two new roles at the organisation were created PART A IDENTIFY DEVELOPMENT NEEDS To begin this part, read the following email and its attachment, then complete the tasks that follow: You Gavin Stead (gavin.stead@cbsa.com.au) Monday 9:26AM Organisational Development Needs Strategic Plan Overview.docx, Operational Performance Data.docx To You, Six months ago, the CBSA board released its strategic objectives for the year. I have attached these with this email for your reference, along with recent operational performance against these objectives. You should also review the organisation's Business Plan. While prot has kept stable over the last few years, it is hoped that the new strategies will increase protability. CBSA will need to retain as many customers as possible as well as are undertaking increased recruitment to cope with the expected new business. These changes need to occur so that the organisation can remain viable in an ever-increasing competitive market. We are looking at inhoducing three new services: I Customer care management I WHS consultation - Social media consultation It is anticipated that while we will be increasing our statf numbers, upskilling of existing staff will also be required. I need you to manage this organisational development, ensuring that the changes are implemented efciency as possible. I need a timeline of three months imposed on this process, as we have lost enough time already. You should review the strategic objectives and the operational performance data to determine the organisational development needs and objectives, and send these through to me by email as soon as possible.. Kind Regards, Gavin Stead Managing Director w 300 Fictional Way, Sydney, NSW 2000 CBSA Phone: 1800 111 222 Complete Business Solutions W3\" Australia ATTACHMENT Strategic Plan Overview.de Mission statement: 'Helping businesses to help themselves.' Vision statement: 'To become Australia's largest business advocate