STRATEGIC PLAN

Chris Jones

James Diana ISM4302

Naomi Ebert

Root Cause Solutions & Services, LLC

TABLE OF CONTENTS
Team Profiles .......................................................................................................................... 2 Business Profile ...................................................................................................................... 6 Competitive Advantage .......................................................................................................... 9 Strategic Plan........................................................................................................................ 11 Core Values ...................................................................................................... 12

Mission Statement .................................................................................................. 12 Vision Statement ..................................................................................................... 13 Strategic Objectives .................................................................................... 14 Internal and External Assessment .............................................................. 15 Customer groups ........................................................................................ 18 Value Creating strategy .............................................................................. 20 Short-term goals......................................................................................... 21 Financial ........................................................................................ 21 Customer ....................................................................................... 21 Internal/Operational ..................................................................... 22 People/Learning ............................................................................ 22 Action Items ............................................................................................... 23 Financial ........................................................................................ 23 Customer ....................................................................................... 23 Internal/Operational ..................................................................... 23 People/Learning ............................................................................ 23 Financial Assessment.................................................................................. 24 Financial ........................................................................................ 25 Customer ....................................................................................... 25 Internal/Operational ..................................................................... 27 People/Learning ............................................................................ 27 Score Card Metrics .................................................................................................. 28 Implementation .................................................................................................... 29

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TEAM PROFILES

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CHRIS JONES

Chris is a police officer with the Jacksonville Sheriffs Office and is currently assigned to the DUI Enforcement Unit. Chris is a certified Drug Recognition Expert and has been recognized by the court as an expert to testify in criminal cases involving impaired drivers. He has received many awards and recognitions while working as a police officer and thoroughly enjoys helping his community. Chris served in the U.S. Marine Corps from 2001 to 2006 achieving the rank of Sergeant and serving in Iraq in 2003. Chris graduated from the Florida State College of Jacksonville in 2010 with honors and an A.S. degree in Criminal Justice Administration (3.64 GPA). He is currently working to achieve his B.S. degree in Information Technology Management, nearing the end of his junior year with a cumulative 3.80 GPA. Chris plans to continue working in his current career until retirement while also working part time in the computer industry. He intends to continue his education and training and hopes to move full time into the information technology field in the future.

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JAMES DIANA

James is a full time student and part time personal trainer at a private training facility. James's training focuses around body composition, cardio vascular training, and basic lifting techniques. James's clients are mostly people wanting to lose weight or lean out and teens who want to start learning to lift weights. James is currently working towards his B.S. in Information Technology Management. On the way to achieving his B.S. James has obtained a few technical certifications such as Information Technology Support Specialist, Computer Programming Specialist and Information Technology Analysis. James plans to continue doing personal training on the side as a hobby while obtaining an I.T. related position with a well-known company. He plans to continue his education into more specific fields of I.T. to help improve his ability to handle more difficult I.T. problems/concerns that may arise in the future.

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NAOMI EBERT

Naomi is currently a full-time student at Florida State College at Jacksonville and works as an Assistant to the Director of Choral Activities at FSCJ. She served in the United States Navy from 2001 to 2005 as a Sonar Technician. Naomi spent the majority of her enlistment working at an IUSS (Integrated Undersea Surveillance System) facility in Cornwall, England alongside members of the Royal Navy and Royal Air Force. After separating from the Navy she earned her AA from Indian Hills Community College as well as a Micro Computer Specialist Diploma. As a veteran and military spouse Naomi takes pride in helping her fellow service members, veterans, and their families. She has served as an Ombudsman to the USS Vandegrift (FFG-48) and the USS Mustin (DDG-89) as well as volunteering with various organizations in the military community. Naomi is currently pursuing her BAS in Information Technology Management at Florida State College and plans to pursue a career in the IT field.

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BUSINESS PROFILE

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Root Cause Solutions &Services, LLC first began in April 2009 when the companys founders, Allen Hayes and Dellroy Birch, decided to bring together their knowledge and experience to address many needs they saw within the business community. Both Allen and Dellroy recognized the lack of ethics and poor employee relations plaguing mainstream businesses. They believed that there was a better solution out there to fix the growing needs of companies. In August 2012 Root Cause Solutions &Services officially became a Limited Liability Company (LLC) and went full time in January 2013 to really put their ideas into action. Root Cause Solutions & Services is a call center solutions and business transformation consulting company with depth and breadth of industry and functional experience and client satisfaction. They collaborate with clients in commercial and government industries to solve their most pressing challenges from strategy development through implementation and performance sustainment. Their team provides strategic services and solutions to small, mid, and large corporations globally. Root Cause Solutions & Services is dedicated to providing quality solutions with proven results. They specialize in consultative services, business transformation, process improvements, and developing solutions critical to enhancing business operations. The Root Cause Solutions & Services team has over 50 years of combined international experience across the functions of:

Sales and Business Development Operations Management Strategic Planning & Implementation Financial Management and Accounting Rapid Business Transformation Mergers & Acquisition Due Diligence and Integration Vendor Management IT Optimization Quality & Continuous Improvement

By combining their vast business and information technology knowledge they have really created a company that is set to tackle the needs for business transformation, consultation, call center solutions, learning services and many more. Root Cause Solutions &Services has the desire, the motivation and drive to catch up and be the best in the marketplace. They intend on being a disruption for the major dominating companies by offering formidable competition through their services. They are a faith-based company and will continue to work diligently and tirelessly to achieve their goal of building better businesses.

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COMPETITIVE ADVANTAGE

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Root Cause Solutions & Services LLC is a leading business in its own category built on a sturdy foundation, with strong tiers. Their tiers are the main factors that separate them from others and place them into their own category. There are many tiers that hold Root Cause on a high platform and the main ones are the "three pillar" service, and their depth of knowledge and experience. The focus that brings these ones to the top of the list are the co-founders past experiences, passion to create opportunities and to satisfy their customers. The main strength of Root Cause is their ability to deliver proven results in a quick and efficient amount of time. According to the co-founders with just one meeting with both of them they will be able to breakdown a business and identify root causes. If that was not convincing enough they ask for at least a 10 minute conversation to display and prove their analyses skills. According to Root Cause Services website, they display the following: Proven Results
o o o o

Quick assessments 1 2 weeks Engagements 1 3 months with benefit realization within 3 months Deployments 3 12 months with benefit realization in 4 months Additional benefits include sustainable results, transfer of knowledge, and the transfer of the capability of process improvement.

The other main advantage of Root Cause Services is their co-founders/managing partners themselves. Individually they each have key knowledge and experiences that can assist in improving any company. Together they have the ability to cover a variety of problems and increase the speed and efficiency of assessing and improving a company. Among the list of qualifications one notable achievement is they are certified Lean Six Sigma Black Belts. From Root Cause Services website, they show additional expertise such as: Functional Expertise
o o o

Client Facing: Customer Relationship Management, Sales, Business Development Client Delivery: Operations Management, System Automation, Integration, & Implementation Business Latency: Strategic Planning & Implementation, Financial Management (Due Diligence, Integration, & Divestitures), Quality, and Continuous Improvement

Breadth of Experience
o o o

Multi-Industry experience in Business transformation Subject Matter Expertise in Financial Services, Airlines, Transportation, Communications, Media, Entertainment, I.T., Healthcare, & Fulfillment Additional experience in Manufacturing, Govt, and Energy 10

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STRATEGIC PLAN

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Root Cause Solutions & Services, LLC

CORE VALUES

The employees of Root Cause Solutions & Services are fully committed to: ETHICAL Do business right in every situation, for every customer and for every employee at all times FUN Creating an environment that is conducive for learning and fun at work VALUE Create value for customers by providing the best product for the least cost CONSISTENCY Demonstrate alignment across the business for every service by every employee COMMITMENT The application of every core value to ensure the best possible service to our customers for the life of the relationship

MISSION STATEMENT

Root Cause Solutions and Services, LLC will provide accurate services and solutions through strategy and implementation, business transformation, operation improvement, business stabilization, call center solutions and training solutions in continuous improvement of Lean Six Sigma.

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VISION STATEMENT

Root Cause Solutions and Services, LLC will be the leader in strategy and implementation, business transformation, operations improvement, business stabilization, call center solutions and training solutions in continuous improvement and Lead Six Sigma with small to large companies.

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STRATEGIC OBJECTIVES

Strategies Financial Improve profitability beyond breaking even Increase call center income Scale productivity for need of service Customer Learn/Network the Jacksonville market Grow local customer base Internal/Operational High performing workplace Call center growth People/Learning Develop workforce Train all employees in Lean Six Sigma General management training

Goals

Millions in revenue Competitive in the market

Become a known name in Jacksonville Ensure market health of client companies

Marketing for call Center Marketing firm

Train employees in responsibility Annual training Cross train employees in other areas

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INTERNAL AND EXTERNAL ASSESSMENT

Strengths Experience/Knowledge Multiple services Global presence Flexible workforce Speed of delivery Competitive rates

Weakness

Self-sustaining New to Jacksonville market New business Little to no marketing

Opportunities

Threats

Increase call center business Local networking Marketing Training others outside own company Lean Six Sigma

Call centers moving back to US Relatively unknown in area

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Root Cause Solutions & Services, LLC

Root Cause Solutions & Services, LLC has a great deal of experience and knowledge available between partners Dellroy Birch and Allen Hayes. Both partners have real world, first-hand knowledge of what companies need and how to provide it. Their knowledge and experience allows them to quickly assess and resolve many issues that plague todays businesses. Small, large, and mid-sized alike. Their consulting services range from strategy to implementation, business transformation, operation improvement, and business stabilization. When consulting with a company Dellroy and Allen remain present through the process and have the ability to draw on their combined experiences to recognize when adjustments need to be made.

Along with their consulting services, Root Cause Solutions and Services offer call center solutions. While offering a competitive price for call center services, Root Cause Solutions and Services allows companies to adjust their call volume without the expense of manning and building an in-house call center.

With a flexible work force Root Cause Solutions & Service can easily scale their company to fit the needs of the current demand. Additionally, Root Cause Solutions and Services also offer a unique opportunity for business across the globe. They have experienced employees throughout the world.

Root Cause Solutions & Services are also qualified Lean Six Sigma instructors. They offer training opportunities for companies who want to learn the Lean Six Sigma way. Root Cause Solutions also trains their own employees on Lean Six Sigma creating a strong workforce.

Conversely, Root Cause Solutions & Services has weakness. They are a new company having only gone full time as of January 2013. Additionally, both Dellroy and Allen are relatively new to the Jacksonville area and as a result do not have the networking connections needed to establish a business of this type.

Limited marketing has left the company with little exposure in a new market. The company relies primarily on word of mouth and repeat business. Given their inexperience in the Jacksonville market, this combination will only provide slow growth.

Due to their relatively small customer base, the companys incoming revenue is limited. The company needs to increase its billable hours and grow its customer base before it can increase its revenue.

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Root Cause Solutions & Services, LLC

Root Cause Solutions & Services, LLC has several opportunities for growth. With the existence of many professional networking groups in the Jacksonville area it is extremely feasible for Dellroy and Allen to join multiple groups. Doing so could potentially provide a way to quickly become familiar with the local business market. Furthermore, give the companys experience with Lean Six Sigma they could join a local Jacksonville organization that could serve as a door to expand their teaching opportunities of the Lean Six Sigma program.

Additional opportunities lie in the companys call center. The trucking industry presents a need for dispatch services that could easily be provided by Root Cause Solutions. Growing the call center could potentially be the most financially rewarding endeavor for the company.

Potential threats for the company could include relocation of overseas call centers back to the United States. This would create a more competitive market for call center services.

Mostly, the largest threat for Root Cause Solutions is their relatively unknown status in the Jacksonville business community.

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CUSTOMER GROUPS

Root Cause Solutions & Services targeted customer groups are call centers, businesses with issues, and startup companies. The biggest customer group are call centers and the main ones being in the trucking industry. Trucking industries are our main focus because they have a lack of true dispatch services The reason were targeting the trucking industry is the gap of true dispatch services that is consistent. Most trucking companies have full time employees that handle dispatch and customer service. However, handling dispatch and customer service is not their only job. Theyre also responsible for analysis, operations, audit, etc. With the trucking industry, we know the key metrics are lead time, on time delivery, and quality of delivery operations. Poor or inconsistent recording of deliveries or customer inquiries can impact those measures. Most trucking companies are business to business companies moving products for another company. Their ability to handle customer service is dependent on their call services or customer service reps." Call Centers (Trucking): Customer needs: Additional call support agents Improving call center design, development, implementation Training in call center operations/communication skills Mentoring to improve: o Customer relationship management o Performance levels o Integration o First call resolution rates Characteristics: Global Inadequate number of call agents Busy call traffic Poor call center design

Profile: "All call centers with inadequate number of call agents to handle the amount of incoming calls and/or with low call-resolution rates." Positioning statement: "Root solutions serves & resources to solve all call center needs."

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Startup Businesses/Business with issues: Customer needs: Consulting Timely transformation with quick turn around Quality management system Vendor management & Operations unit cost transparency Mentoring Learning lean six sigma Business process management Model site development

Characteristics: Global o Mainly : Florida, Dallas, Colorado, California, Cleveland, Vietnam Small-Med Businesses Technological business Manufacturing firms Financial service businesses

Profile: "Small to medium businesses seeking consulting mentoring in quality management systems, business transformation, and model site development." and

Position: "One stop shop for a rapid business transformation"

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Root Cause Solutions & Services, LLC

VALUE CREATING STRATEGY

Southside Businessmen's Club The Southside Business Men's Club is a club of civic minded men who want to improve the working environment of the Southside of Jacksonville. They have weekly meetings along with many events and outings that allow for many networking opportunities among Jacksonville businessmen. LeanJax LeanJax is a group that collaborates in an effort to improve business performance on the First Coast. They provide training, group membership, and an events calendar for those that are interested. Taking part in this group can allow for networking and open up doors for future cliental.

Impactjax Impactjax is a professionals program for the youth of the Jax Chamber and the premier venue for Jacksonville's next generation of leaders. They provide a way for leaders to connect with each other and the community of Jacksonville and serves as a network of professional contacts in the Jax region. They have monthly events focusing on helping members grow as a professional, connecting with the Jax community and interacting with peers. University Club University Club is a business-oriented club that provides personal and professional amenities, and opportunities for networking and socializing to help build new and strong relationships. University club is located at Riverplace Tower on the Southbank of downtown that hold Club events Networking with local professionals, civic and community leaders Programs with cultural, educational and business oriented events, guest speakers and professional seminars Roadmasters Roadmasters is part of the trucking industry that could lead to a growing network. Networking with the trucking industry will open opportunity to increase revenue through call center services. For networking, Roadmasters is also associated with 9 other trucking associations.

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SHORT TERM GOALS

FINANCIAL:

Root Cause Solutions & Services primary focus is their financial goal. Their main short-term goal financially is to produce enough revenue to create a positive cash flow. There is a need to create more billable consulting hours and more billable call center services.

CUSTOMER:

Root Cause Solutions & Services need to generate an increase in repeat business. Whether through more face to face meetings or deals (such as discount for returning customers) Root Cause Solutions & Services could slowly increase their percent of repeat business, produce strong relations with reoccurring customers, and increase the chances of their company being referred to others. This in turn will aid in increasing a customer base while maintaining their current customer listing. The trucking industry and Lean Six Sigma are also additional routes that could lead to an increase in customer base. The large network of the trucking industry is a great way to target customers needing aid with call-centers and dispatch. Making a splash in one part of the trucking industry could lead to more promotion/marketing of the company placing them as a go to service and lead to assisting in a high percent of the trucking industry as a whole. Increasing of Root Cause Solutions & Services learning services of Lean Six Sigma training is also a great way to network among companies and word of mouth. Increasing the learning services equally increases profit but also increases the company's popularity with learning services among other businesses. In general networking is one of the best ways to increase new customer base and networking can be achieved from both steps in the trucking industry and in teaching of Lean Six Sigma. However, Root Cause Solutions & Services need to also take a step in researching network opportunities with professional businesses in the Jacksonville area. Joining a few of the Jacksonville clubs/business associations can increase networking resulting in many new relationships and new customers.

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INTERNAL/OPERATIONAL:

Root Cause Solutions & Services provide a rapid business transformation with in-quarter impact, fast delivery of business plans, call center setups and consulting, and provide on-demand consulting. Along with keeping the quick theme Root Cause Solutions & Services should research on ways to make their delivery speed even faster and more efficient. Reducing the time between initial meetings and follow ups, increase speed of deliverance of consultation, and extending time spent with clients through the use of an organized activity calendar and assisting staff can help create/sustain a good customer relationship, and increase revenue in an efficient manner.

PEOPLE/LEARNING:

Staff training and research/networking of the Jacksonville market should be one of the top priorities for Root Cause Solutions & Services. A yearly company seminar should be planned and enforced to allow for employees and the company as a whole to continue advancing their education in general management, their responsibilities and in Lean Six Sigma. All employees should continuously maintain and advance their education throughout the year along with creating a strong team. In addition to the team Root Cause Solutions & Services could utilize Jacksonville temp agencies like Better Staff Incorporated to help find employees that are Jacksonville residents. This could help by providing assisted work such as forming/conducting a team to research the Jacksonville culture and marketing. The Jacksonville market should be the first thing Root Cause Solutions & Services needs to research and learn. They need to continue their efforts to participate in more conferences and networking sessions.

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ACTION ITEMS

Increase billable hours 1.0 Grow local customer base 1.1 Join local networking group, Southside Businessmens Group 1.2.1 Attend meetings and events sponsored by Southside Businessmens Group 1.2 Join local networking group, ImpactJax 1.2.2 Attend meetings and events sponsored by ImpactJax 1.3 Join local networking group, University Club 1.2.3 Attend meetings and events sponsored by University Club 2.0 Increase call center income 2.1 Advertise with trucking magazines 2.2 Seek networking with Roadmaster trucking school 2.2.1 Seek networking with trucking associations 3.0 Grow workforce 3.1 Utilize temp agency to fill call center jobs 3.1.1 Ability to hire full time employee(s) as needed 3.1.2 Reduce workforce size as needed 3.2 Train employees in Lean Sigma Six 3.2.1 Cross train employees in management skills 4.0 Increase Lean Six Sigma customer base 4.1 Join local networking group, LeanJax 4.1.1 Attend meetings and events sponsored by LeanJax.com 4.2 Increase teaching of Lean Six Sigma to outside companies 4.2.1 Seek networking opportunities via teaching

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FINANCIAL ASSESSMENT
FINANCIAL ASSESSMENT: ORGANIZATIONAL BUDGET
REVENUE Existing Customers Trucking Call Center Troubled businesses Start Up Companies Amount 100,000.00 186,500.00 206,000.00 230,000.00 Amount

Total Revenue EXPENDITURES Action Items (Internal/Operational) - unapplied Action Items (People/Learning) - unapplied Payroll Salaries 100,000.00 Hourly Wages* Taxes (social security, unemployemnt, state, etc.) 30,000.00 Benefits (health, life, pension, etc.) 30,000.00 Other 10,000.00 Total Payroll Expenditures Occupancy Rent or Gross Mortgage Payments 60,000.00 Insurance 2,000.00 Utilities 3,600.00 Other 2,000.00 Total Occupancy Expenditures Operations Professional Fees 1,000.00 Equipment Rental 1,000.00 Office Supplies 500.00 Telephone 1,200.00 Promotion 2,000.00 Other 1,000.00 Total Operations Expenditures Cash Flow from Revenue Capital Expenditures Total Capital Expenditures REVENUE in excess of EXPENDITURES

722,500.00 2,500.00 200,000.00

170,000.00

67,600.00

6,700.00 275,700.00

100,000.00 100,000.00 $ 175,700.00

*Temp workers for first year (included in action items)

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FINANCIAL ASSESSMENT: EXPLANATION
Businesses with Problems 18 $ 20,000.00 1 $ 360,000.00 $ $ $ $ $ 360,000.00 360,000.00 (10,000.00) (144,000.00) 206,000.00 Start-up Companies $ $ $ $ $ $ $ 24 10,000.00 1 240,000.00 240,000.00 240,000.00 (10,000.00) 230,000.00

Call Center Estimated # of Customers Est Avg Sale per customer $ Est # of sales per customer per year Estimated Revenue this Year $ Estimated Revenue Less Costs of Goods Sold Gross Margin Less Addtl Overhead Costs Less Addtl Managerial Costs Contribution to Operations $ $ $ $ $ 6 40,000.00 1 240,000.00 240,000.00 240,000.00 (5,500.00) (48,000.00) 186,500.00

FINANCIAL ASSESSMENT: CUSTOMER Trucking Company (Call center)

Estimated Revenue Estimated # of Customers Est Avg Sale per customer Est # of sales per customer per year Estimated Revenue this Year

$ $

6 40,000.00 1 240,000.00

Estimated Expenses Action Items Amount Join trucking associations $ 500.00 Advertise in trucking magazines $ 5,000.00 $ 5,500.00 Q1 $ 60,000.00 $ 60,000.00 $ (1,375.00) $ (12,000.00) $ 46,625.00 Q2 $ 60,000.00 $ 60,000.00 $ (1,375.00) $ (12,000.00) $ 46,625.00 Q3 $ 60,000.00 $ 60,000.00 $ (1,375.00) $ (12,000.00) $ 46,625.00 Q4 $ 60,000.00 $ 60,000.00 $ (1,375.00) $ (12,000.00) $ 46,625.00 Total $ 240,000.00 $ 240,000.00 $ (5,500.00) $ (48,000.00) $ 186,500.00

Estimated Revenue Less Costs of Goods Sold Gross Margin Less Addtl Overhead Costs Less Addtl Managerial Costs Contribution to Operations

$ $ $ $ $

240,000.00 240,000.00 (5,500.00) (48,000.00) 186,500.00

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Troubled Businesses (Consultation and Learning Services)

Estimated Revenue Estimated # of Customers Est Avg Sale per customer Est # of sales per customer per year Estimated Revenue this Year

$ $

18 20,000.00 1 360,000.00

Estimated Expenses Action Items Amount Workshops to educate & attract new customers $ 10,000.00 $ 10,000.00 Q1 $ 90,000.00 $ 90,000.00 $ (2,500.00) $(36,000.00) $ 51,500.00 Q2 $ 90,000.00 $ 90,000.00 $ (2,500.00) $(36,000.00) $ 51,500.00 Q3 $ 90,000.00 $ 90,000.00 $ (2,500.00) $(36,000.00) $ 51,500.00 Q4 $ 90,000.00 $ 90,000.00 $ (2,500.00) $(36,000.00) $ 51,500.00 Total $ 360,000.00 $ 360,000.00 $ (10,000.00) $(144,000.00) $ 206,000.00

Estimated Revenue Less Costs of Goods Sold Gross Margin Less Addtl Overhead Costs Less Addtl Managerial Costs Contribution to Operations

$ $ $ $ $

360,000.00 360,000.00 (10,000.00) (144,000.00) 206,000.00

Start-Up Companies
Estimated Revenue Estimated # of Customers Est Avg Sale per customer Est # of sales per customer per year Estimated Revenue this Year Estimated Expenses Action Items Join trucking associations Advertise in trucking magazines

$ $

6 40,000.00 1 240,000.00

Amount $ 500.00 $ 5,000.00 $ 5,500.00 Q1 $ 60,000.00 $ 60,000.00 $ (1,375.00) $ (12,000.00) $ 46,625.00 Q2 $ 60,000.00 $ 60,000.00 $ (1,375.00) $ (12,000.00) $ 46,625.00 Q3 $ 60,000.00 $ 60,000.00 $ (1,375.00) $ (12,000.00) $ 46,625.00 Q4 $ 60,000.00 $ 60,000.00 $ (1,375.00) $ (12,000.00) $ 46,625.00 Total $ 240,000.00 $ 240,000.00 $ (5,500.00) $ (48,000.00) $ 186,500.00

Estimated Revenue Less Costs of Goods Sold Gross Margin Less Addtl Overhead Costs Less Addtl Managerial Costs Contribution to Operations

$ $ $ $ $

240,000.00 240,000.00 (5,500.00) (48,000.00) 186,500.00

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FINANCIAL ASSESSMENT: INTERNAL/OPERATIONAL

Expense Estimation Action Items Dues for network organization membership Advertising/Marketing

Amount $ 500.00 $ 2,000.00

$ 2,500.00
FINANCIAL ASSESSMENT: PEOPLE/LEARNING

Expense Estimation Action Items Utilize temp agency to operate call center Once call center is fully operational, potential to hire those employees full time

Amount $ 200,000.00 TBD

$ 200,000.00

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SCORE CARD METRICS

Short-Term Goal To increase revenue Financial Measure Net Profit Targets 3% increase in revenue over 12 months 3% increase in billable hours over 12 months 2% increase in new clients over 6 months Action Items

To increase billable consulting hours Increase in new clients

Billable hours compared to previous month New cliental list/meetings

Generate repeat business/maintain strong relations with previous clients

Percent of repeat business

5% increase in return business rates

Internal/ Operational

Reduce time between initial meeting and follow up Increase speed of deliverance 5% increase in staff training/certification

Time lapse

Time of delivery

# of certified staff and level of advanced education Time all staff spent on bonding and team building

Increase staff meetings and team building

Reduce time between initial meet and follow up to 7 days 5% increase in speed of delivery in next 5 contracts 1% increase in degree/level of advanced education for staff in a year 5% increase in work efficiency, productivity, ongoing education compared to previous meet

Research Jacksonville clubs and associations for business networking Create networking team to represent company over a number of associations/clubs Show clients appreciation for allowing opportunity to do business. Introduce a discounted price for returning customers Create a referral reward Construct active calendar for all clients and employees Improve time efficiency by incorporating other staff and their responsibilities Provide training opportunities for all staff

People/ Learning

Customer

Provide planned and scheduled events for team meets/team building/educational speakers and courses.

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IMPLEMENTATION

OWNING THE PLAN Champion Leaders: Ownership Team: Customer Group: Leader: Communicate Plan: SUPPORTING THE PLAN People: Marketing skills The drive to be successful Lean Six Sigma instructors Financial savvy

Dellroy / Allen Dellroy / Allen Call centers (Trucking Industry) Dellroy Weekly meetings with status reports Resources: Personnel: Dellroy / Allen Money: Startup investment Time : Daily

Accountable to: Key People: Customer Group: Leader:

Each other Dellroy / Allen Startup Businesses/ Business with issues Allen

Structure: Networking with other local business through in person meetings, workshops and business clubs and associations.

Systems: Culture: Communications: Continued face to Positive reinforcement between partners face communication between partners and towards other employee's whenever and part time employees when possible goals are achieved. Commissions for and use of email and phone to employees who sale services and communicate desired needs and goals. maintaining a positive and fun environment for everyone. Advertising through Information: Further development of websites such as truck company website. Use of business associations, LeanJax.org, cards and promotional flyers to inform Meetup.com and others potential clients of services available. Planning: Weekly meetings or as needed. Compensation: Customer Acquisition that equals revenue and profit for Root Cause.

ADAPTING THE PLAN Dates: Goals: Measure Results: Evaluate Performance: Meetings on Monday Acquisition of trucking businesses for Have we acquired any new Weekly evaluation of achieved goals mornings to discuss previous call center solutions and any company customers or any of our and customer acquisition weeks accomplishments and in need of business consulting or goals? the current weeks goals. learning services

Take Corrective Action: If goals have not been achieved, adapt plan and try other ways to attract, gain and retain customers.

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