Business action report

Running head: UNRESOLVED COMMUNICATION ISSUES 0

Advance Business Writing

WRTG 394

June 25, 2017

WA3 Project Approval Request

[You fully applied correct APA document style with a title page plus a running head. Excellent!]

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FEEDBACK ON WA3 ASSIGNMENT:

Keshia, your work overall in the WA3 assignment was good. For your WA4 final report, there are some areas that still can be improved. [See the WA3 Grading Rubric, plus my notes below and in the WA3 markup.]

(1) FORMATTING OF THE MEMO: The memo used correct business format for a memo or letter and applied the required headings from the WA3 assignment Template.

(2) AUDIENCE: The memo addressed its request for approval to a specific decision-maker for the project, by name and title. The WA4 report (due 16 July) will need to include a crisp, well-focused transmittal memo or transmittal letter to this decision-maker.

(3) INTRODUCTION OF THE MEMO: The memo's introduction defined directly what the problem is, explains why research is needed to find a solution, and asks explicitly for approval for the project.

(4) BODY OF THE MEMO/LETTER:

(a) Problem: The Request defined a problem, issue, or need in a real-world organization, group, or community.

(b) Benefits: The Request explained in some detail specific benefits that a solution of the problem will bring.

(c) Research: The Request did not explain fully nor in detail the research method for finding, using, and evaluating primary and secondary sources. Your course project is a major research effort which needs to apply scholarly (academic-quality) research sources as well as primary ones. The instructions for your final WA4 assignment explain that the paper should "support all content with strong evidence, or data obtained by careful research using at least seven research sources (three or more of which are scholarly). So, this WA3 Project Approval Request needs more specific discussion about your plan for obtaining and using secondary research sources besides how you may use primary research sources.]

(d) Timetable: The Request provided a general timetable for completion with implied milestones and deadlines.

(e) Resources: The Request did not give a full, clear listing of all needed resources to complete the project (budget, supporting resources, personnel, or other).

(f) Delivery: The Request could have explained more clearly the date and method of delivery for the final WA4 research-based persuasive report.

(5) CALL TO ACTION: The Request made a general request for approval to complete the research project.

(6) GRAMMAR AND MECHANICS: The Request had no major errors in writing mechanics or typos. [For details, see my notes in the markup.]

SUMMARY: Overall, you did well in your WA3 Project Approval Request, and your course project is generally on the right track. Please see the markup for more details, comments, and suggestions. As always, please also let me know if you have any questions. Thanks!

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NOTE: To view my comments (using the "Track Changes" feature in Word), you may need to select the highlighting feature from "Track Changes" under Tools in the Word menu. I have set my comments to show in Word in the color BLUE. However, if your default color is set to another color (like red), you will see that color. Here's how to change the comments to BLUE:

(a) On a Mac, if your paper shows my comments in RED (or any other color), you can adjust the color for comments in Microsoft Word via Preferences > Output and Sharing > Track Changes > Inserted Text > Color: Blue.

(b) On a PC, you should be able to change the color used for tracked changes by selecting Tools > Track Changes > Options > Color.

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TO: Zach Rios, Claim Manager

FROM: Keshia Jackson, Claim Associate

DATE: June 22, 2017

SUBJECT: Project Approval Request

Introduction

State Farm has multiple call centers across the United States to assist customers with their automobile insurance questions and concerns. State Farm claim associates provide assistance to customers and claimants to help get their vehicles back to pre-loss condition. During phone calls, claim associates are trained to deliver excellent and smooth assistance to our customers. State Farm call centers depend on claim associates to deliver information to the customers in an easy to understand way. Not only should customers understand the next step but they should have confidence in State Farm and their associates. [Excellent!]

Background

It has been noted that [A good habit for a writer is to avoid starting any sentence with the word "it"—which usually leads to a weaker, passive voice sentence with unnecessary words. You could just start this sentence by saying “There are many . . . .”] “there are many communication barriers that are preventing the business from serving the clients efficiently. When the company changes its policies, the associates need to be trained on how to use that particular system for deliverance [delivery] to customers. As of now, management releases information by email or during five-minute team huddles (meetings). The information is sent with step-by-step procedures on the new policies and procedure. Our claim associates aren’t able to train and practice using the new procedures until they are on a live call with a customer. Claim associates need to be given enough time to train on the procedures before they make outbound or take incoming calls. [Very good.]

Daily huddles are beneficial to claim associates because managers of each team get to deliver information and point of areas of concern. Even though huddles are implemented daily, five minutes is not enough time for claim associates to understand and get a chance to ask questions for clarity, if needed. [Very good.]

Currently, huddles are located near working claim associates who are handling calls. The designated huddle areas can cause distractions to those trying to listen and take notes. Those who are at their team huddles have noise in the background distracting them. Less distractions will help those in huddle focus on the topic at hand. [Keshia, some of these issues echo back to the same concerns you raised in Week 1 of this class with your WA1 Assignment, Good continuity.]

Benefits

By implementing solutions to the above [legal jargon: You could omit the word “above.”] areas of concerns, State Farm claim associates can feel confident while delivering information to customers. Not only will claim associates feel confident but our customers will feel reassured. The solutions will reduce managers having to make calls to dissatisfied customers. Customers usually request for a management follow up call when they get different answers from multiple claim associates or when they don’t feel something was handled properly. [Good!]

Research Methods

The research will entail a qualitative study where each team can submit ideas to improve the communication barriers. Getting feedback from claim associates will provide ways they think will help them with their day to day activities. Each idea will be reviewed and narrowed down to specific solutions.

[Your course project is a major research effort which needs to apply scholarly (academic-quality) research sources as well as primary ones. The instructions for your final WA4 assignment explain that the paper should "support all content with strong evidence, or data obtained by careful research using at least seven research sources (three or more of which are scholarly). So, this WA3 Project Approval Request needs more specific discussion about your plan for obtaining and using secondary research sources besides how you may use primary research sources.

["Primary" research is first-hand (such as by conducting interviews with key individuals) and must be planned with a carefully organized protocol (strategy or survey), then conducted methodically with results recorded as they occur, and finally analyzed and organized. "Secondary" research is second-hand (such as by an author's commentary on a primary source in a scholarly journal, periodical, website, book, newspaper, and so forth). Here's a link to an article about Primary and Secondary Sources from Ithaca College: https://library.ithaca.edu/sp/subjects/primary]

Time Required & Budget

The research study will take a total of three months due to having approximately 6,000 claim associates. Within the three months, the associates will be given suggestion cards that should be filled out. Each manager from each team will narrow down the list and turn in one consolidated suggestion card. [Could you deliver a first-cut version as WA4 by Sunday, 16 July?]

Providing quality service will not cost the business financially. [There may be no cost in dollars; however, there would be a hidden cost of time. If people devote their efforts to one task, they may not be able to perform some other, alternative task. This is called an “opportunity cost.” Here’s a link to an article with everyday examples of opportunity costs: http://examples.yourdictionary.com/opportunity-cost-examples.html.] Research will be done during manager meetings and claim associates can provide their suggestions during their off time. If this project gets approved, State Farm will need to implement the suggested amount of time during the day to review and learn the projected changes.

Final End-Product

It is expected that the firm will be able to prove many communication barriers. For example, to avoid noise barrier, the company introduced the semi-noise canceling headphones that were provided to the associates. Their effectiveness will be analyzed and compose ways of dealing with other obstacles. There are issues of the associates having to make calls while other activities such as huddles are going on beside them. The research will come with a formula or a method for knowing the number of activities that can be assigned to an associate at any one given time (Cheney, & Ashcraft, 2007).

The research will focus on how the associates will be able to keep attention and interpret the information being communicated. The conversation entails important messages that relate to the new procedures, policies, and updates that need to be delivered efficiently. The research will come up with ways on how the associates will be able to construct their sentences so that they are straight to the point and have the right content (Dainty, Moore, & Murray,2007).

Due Date & Delivery Methods

The due date of this research will depend on the approval date of the request. [See note above about 16 July.] After approving the request, emails will be sent to the associates with suggestion forms attached, and final training content will be delivered through self-training and team-training method.

Qualifications & Experience

The training will be carried out by the communication manager along with the human resources manager. The communication manager has knowledge on different communication methods. The HR manager will be in a better position to provide the trainers with information on the company policies they are expected to uphold.

Conclusion

State Farm has various communication barriers that should be addressed to deliver quality service to our customers. I have addressed the concerns for State Farm that need further review.

I request for the approval to conduct research on the various communication barriers that exist in the company and ways to improve them. [In addition to doing the research, the Project Approval Request is asking to present your proposed solution in the final Business Action Report.]

References

Cheney, G., & Lee Ashcraft, K. (2007). Considering “the professional” in communication studies: Implications for theory and research within and beyond the boundaries of organizational communication. Communication Theory, 17(2), 146-175.

Dainty, A., Moore, D., & Murray, M. (2007). Communication in Construction: Theory and practice. Routledge