The purpose of this assignment is to draft an internal business proposal presentation to share with organization personnel you would like to sponsor or support you in the implementation of the problem solution you have suggested. You will do this by creating a PowerPoint presentation and recording yourself with Zoom giving the presentation.
Part 1: Creating the Business Proposal Presentation
Review the "Stakeholder Analysis" assignment you completed in Topic 2 to determine the key stakeholders that will make up the audience for this presentation. Focus on identifying decision makers that will have the power and resources to approve the implementation of the solution. These are typically your supervisors and key organization personnel.
Construct a 5- to 10-slide PowerPoint presentation that addresses the following. You are required to include speaker notes for each slide.
- Problem and related research
- Proposed solution and related research
- Details for implementing the solution
- Details for evaluating the effectiveness of the solution
- As part of the presentation, you must include slides that provide text along with visual representations of the data you have collected. The visuals should include the three graphs or charts that you created from the data collected in your research during Topic 2.
Part 2: Pitching the Business Proposal Presentation
Once the presentation is ready, you will film yourself pitching the idea to the stakeholder audience. It is important that you dress professionally and practice your presentation prior to filming. Assume you will be talking to organization leadership not as a student, but as a change maker within the organization. In the presentation, your job is to use the PowerPoint slides as a tool and visual reference while you present the problem, your proposed solution, and your plan for implementing the solution. The key to success is utilizing your research and presentation skills to clearly articulate the information to these key stakeholders while also identifying their specific call to action.
After you have practiced your presentation, use Zoom to record your presentation and submit the link and presentation to the instructor. Please include the link on the title slide of your presentation. Refer to the Topic 7 Resources for additional guidance on recording your presentation with Zoom.
Refer to the resource, "Creating Effective PowerPoint Presentations," located in the Student Success Center, for additional guidance on completing this assignment in the appropriate style.
While APA style is not required for the body of this assignment, solid academic writing is expected, and documentation of sources should be presented using APA formatting guidelines, which can be found in the APA Style Guide, located in the Student Success Center.
This assignment uses a rubric. Please review the rubric prior to beginning the assignment to become familiar with the expectations for successful completion.
You are not required to submit this assignment to LopesWrite.
Stakeholder Template
| Name of Stakeholder | Description of Stakeholder | Description of Stakeholder | Level of Knowledge in Program | Available Resources, Information, Influence, Money, Staff, Technology, etc. | Level of Interest | Level of Support | Level of Influence | Action Plan for Stakeholder Engagement |
| Call Center Manager | Leader of the Call Center in Phoenix | Leader of the Call Center in Phoenix | High level of knowledge | Funding and internal staff resources | High | Positive | High | Maintain regular communication with stakeholder |
| HR Department | Handles recruitment, hiring, and employee engagement | Handles recruitment, hiring, and employee engagement | Moderate knowledge | Hiring tools, recruitment data | High | Very Positive | Moderate | Collaborate on HR policy improvements and surveys |
| Team Leads | Direct supervisors of call center agents | Direct supervisors of call center agents | High level of knowledge | Daily oversight and insights from agents | High | Positive | Moderate | Conduct weekly meetings and support sessions |
| Call Center Agents | Frontline staff affected by turnover | Frontline staff affected by turnover | Basic understanding | Feedback, performance data | High | Indifferent | Low | Use feedback surveys to understand needs and concerns |
| Training and Development Team | Responsible for onboarding and continuous education | Responsible for onboarding and continuous education | High level of knowledge | Training materials, LMS platform | Moderate | Positive | Moderate | Work together to design effective onboarding plans |
| IT Support | Maintains systems used by call center staff | Maintains systems used by call center staff | Basic understanding | Support ticket resolution, systems knowledge | Low | Indifferent | Low | Schedule periodic check-ins for technical reliability |
| Operations Director | Oversees all operational departments | Oversees all operational departments | Moderate knowledge | Decision-making authority | Moderate | Positive | High | Provide updates and involve in milestone approvals |
| Finance Department | Manages budget and cost-efficiency analysis | Manages budget and cost-efficiency analysis | Moderate knowledge | Financial data, compensation metrics | Moderate | Positive | High | Justify proposed solutions with financial ROI |
| Quality Assurance (QA) Team | Monitors and scores calls, provides performance feedback | Monitors and scores calls, provides performance feedback | High level of knowledge | Performance reports | High | Very Positive | Moderate | Align QA metrics with retention goals |
| Customer Service Director | Oversees customer satisfaction and retention | Oversees customer satisfaction and retention | High level of knowledge | Customer satisfaction metrics | High | Very Positive | High | Collaborate to ensure strategic objectives are met |
Current-State Matrix
| Very Negative | Negative | Indifferent | Positive | Very Positive | |
| Low Influence | |||||
| Moderate Influence | Call Center Agents | Team Leads | |||
| High Influence | IT Support | Finance Department | HR Department | Call Center Manager |
,
Carlos A Carvajal Estiu
06/10/2025
BUS-470
Stakeholder Analysis Summary
The stakeholder analysis revealed a diverse group of individuals and departments that play key roles in influencing and responding to the issue of staff turnover in the call center. Among the ten stakeholders identified, several demonstrated high interest and positive or very positive support for resolving the problem. For example, the Call Center Manager and HR Department both have a high level of influence and strong support, highlighting them as primary advocates for change. These stakeholders recognize the toll that constant turnover has on morale, productivity, and cost, and are committed to improving working conditions and employee engagement.
Previous attempts to address retention included performance-based bonuses and onboarding improvements. However, these efforts lacked coordination and cross-functional support, leading to short-term gains but no lasting impact. Stakeholder feedback suggests that while some appreciated these initiatives, others felt they were reactionary and not comprehensive. Notably, the Call Center Agents, who are most affected by the turnover issue, displayed indifference—indicating a level of disengagement and skepticism due to unmet expectations from earlier initiatives.
In brainstorming potential solutions, stakeholders proposed several actionable ideas. The Training and Development Team recommended enhancing onboarding to include mentorship and job-shadowing programs. The Finance Department emphasized data-driven analysis to ensure cost-efficiency of any solution, while the QA and Customer Service Directors highlighted the importance of aligning performance metrics with employee satisfaction indicators. These proposals underscore a shared understanding that sustainable retention requires investment in employee development and a culture that values continuous feedback.
The Call Center Manager and Customer Service Director will serve as project sponsors. They are key advocates for solving this problem due to their direct impact on both operational performance and customer experience. Their support will lend credibility to the change initiative and help secure needed resources. Furthermore, their high influence allows them to advocate for the initiative among other executive leaders and gain institutional backing.
Call Center Agents, Team Leads, and the HR Department are stakeholders who will be directly affected by changes implemented to address the retention issue. Team Leads will need to adjust their management strategies, HR will be responsible for redesigning recruitment and engagement procedures, and Agents will experience the day-to-day effects of cultural and procedural changes. If successful, these changes will improve morale, reduce burnout, and increase retention.
Potential roadblocks include IT Support and disengaged call center staff. IT may be resistant if proposed solutions require significant changes to existing systems or resources. Call Center Agents, despite being primary stakeholders, expressed indifference—possibly due to lack of faith in management follow-through. Overcoming these barriers will require transparent communication, quick wins, and inclusion of staff feedback in ongoing development.
In conclusion, this stakeholder analysis identifies a broad but manageable coalition for change. By leveraging support from influential sponsors and addressing concerns of more skeptical or disconnected stakeholders, the proposed solution can be implemented effectively and sustainably to reduce turnover in the call center.
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