1. Organizational Analysis Caller volume has increased due to documents that are sent to clients that are not easily understood, they need to be re-written in simpler terms. This has created a problem for employees in specialized departments. They are taken off their specialized tasks, to meet the demand of phone call overflow. Employees from specialized departments on phone duty is resulting in late deadlines, and back logs in the specialized departments. Creating discouraged employees, resulting in low retention rates and high turnover

2. Call overflow Problem Cycle Call overflow Employees taken off specialized tasks Deadlines not met Current employees over -worked becoming discouraged Resulting in high turnover rates, increasing the need to fill vacant positions

3. New Vision and Goals Our vision is to create new user friendly documents for clients. Reducing unnecessary call volume. In crease in employee productivity, higher employee retention. Restore special department employees back to original positions.

4. Action Plan Pilot groups will hand employees questionnaires for their opinions on document improvements, communicate by interviews with employees. Please allow them to speak freely and feel safe. Listen to what they have to say. Listen for negative comments, and negative attitudes. Negative comments can lead to good information.

5. Communication Managers Directive Pilot groups will consist of floor supervisors, management, head administration, and Technical writing staff. The pilot group will need to assess their own values, and views of employees and clients. Be approachable, sensitive, and begin to communicate with employees, understand our organizations employees may have ideas, knowledge, and answers to questions we need