Scenario:
Plant Pals recently shipped test batches of plants to customers in advance of the formal service launch. To gauge customer satisfaction with the product and the service, your team surveyed 50 customers over a period of four weeks. After two weeks, the survey revealed three major issues concerning product quality, delivery timelines, and customer support. This feedback helped you make improvements to later test shipments.
Once you completed the survey, you presented the most important data points to your core team and outlining possible next steps. Your insights included:
On-time deliveries rose from 80% to 90% by the end of the survey—a solid improvement, but still short of our 95% target.
Customers overwhelmingly prefer deliveries before normal business hours and early in the day.
Satisfaction with support increased once we fixed the customer service software problem, but there is still room for improvement.
Many respondents found the guides and tutorials helpful. A number of customers volunteered that a live chat option would further improve customer support.
You’ve decided to schedule a meeting with your team to discuss these insights, solicit feedback, and discuss your proposed next steps.
Step-By-Step Assignment Instructions
Part 1 – Plan a meeting agenda
Step 1: List the attendees
List anyone who can add to the discussion or who will be directly affected by the meeting’s topics. For this meeting, you will need your whole core team, including:
Financial Analyst
Fulfillment Director
Human Resources Specialist
Quality Assurance Tester
Customer Service Manager
IT Specialist
Inventory Manager
Training Manager
Step 2: State the purpose and expectations
Next, briefly summarize the purpose of the meeting and what you hope to achieve. Be sure to think about your audience, the kind of meeting you’re holding, and the topics you need to address. Setting a clear purpose and expectations helps everyone understand why they need to be there.
Note: You may want to revise this summary after you set the agenda.
Step 3: Plan the meeting agenda
Now review the scenario to identify at least three topics or next steps you want to address. List them next to Topic #1, Topic #2, and Topic #3.
Next, consider how you want to approach each topic. For example, you might want to give a short update, organize a brainstorming session, or have an informal discussion. Add the approach you will use for each topic.
Finally, make note of which team members are most important for each topic and how you want them to participate.
Sample Solution
