Roanoke Branch Office Observation Paper

Part A: Topic Outline

I. Field investigation of Roanoke branch office of Phoenix Advertising to establish the root cause of the decline in productivity and the client complaints

II. Investigative Approaches
A. Workplace Observation
1. Visited the Roanoke branch office from March 1- 7, 2015, spending the first 2 days observing, only
2. Observed employee operations, client handling, and management procedures
3. Documented ineffective and effective practices currently in use at the Roanoke branch office
B. Employee interviews
1. Met individually with the four oldest employed Graphics and Design Department artists, on March 3, 2015, in the main conference room to discuss their complaints: Jerry Mgwaire, Peter Paolo, Patrick Murphy, Mike Jones
2. Met with Andrea Ferchaw, head of the graphics department, on March 4, 2015, in her office, to review measures she has taken to accommodate artists’ complaints
3. Met with all ten employees, during a group meeting, on March 4, 2015, in main conference room to incorporate group consensus in developing a standard operating procedure during period of restoration to productivity
C. Client Surveys
1. Distributed a survey for existing clients to take which addressed the level of work, timeliness of completion, communication with sales reps and
On March 4, 2015, I met with Andrea Ferchaw,, head of the graphics department, in her office, to review measures she has taken to accommodate artists’ complaints. On the same day, I met with the entire Graphics Department, collectively, in the main conference room. The main objective of the interviews was to fully clarify the point of origin of the problems, the point of complaints, and the ways management has worked to resolve the