FSC Service Improvement Proposal

Service ImprovementProposal

A proposal for funding to support Forward Service Corporation, an initiative by Gladys Lai.

Table of Contents

Introduction Problem StatementObjectivesMeasure of SuccessProposed ApproachProject ResultsBudgetConclusion

Service Improvement Proposal | Dec. 2016

Introduction

Forward Service Corporation (FSC) is a non-profit employment and trainingorganization. It was founded in 1979 with the goal to help low-income Wisconsinadults and youth begin their careers and become self-sufficient. FSC providestraining, education, career guidance, and supportive services in 46 counties acrossthe state of Wisconsin.

With the goal of supporting FSC to improve the service delivery, a BBA studentfrom UW-Madison initiated this project at the Dane County office. Throughinterviews with FSET's and W2's clients and case managers, the key area forimprovement was identified. This proposal outlines the proposed actions, projectresults, and the budget.

The main area for improvement is customers' engagement. It is proposedthat strengthening the current support system, and segmenting the market willlead to 100% customer satisfaction rate, increase clients' success rate andgovernment funding by 35%, and increase case managers' retention rate by 30%.


Problem Statement

Engagement with clients is the key area for improvements. According to the rootcause analysis, disengagement with clients leads to lower success rate, which willreduce the amount of funding received from the government. Case managers willbe demotivated to stay in the company because of the lack of funding. When casemanagers are not focusing on providing quality services to clients, clients are likelyto get disengaged. Eventually, the positive feedback loop is generated.

Objectives

Completion of this project will further the overarching objectives, including:Increase engagement with clients

The project will also accomplish these additional goals:Increase motivation of case managersImprove the quality of customer service

Measure of Success

The following measurements indicate the success of the objectivesIncrease annual clients' success rate by 35%Increase government funding by 35%Increase retention rate by 30%Customer satisfaction rate reaches 100%


Proposed Approach

Forward Service Corporation will include the following strategies:► Strengthen Clients' Support SystemAccording to the analysis, there are two issues that FSC will need to address tostrengthen the support system. First, there is a high variability of the customer satisfaction; which is likely becausethe majority of case managers consider their Key Performance Indicator (KPI) asclients' success rather than customer satisfaction. Setting the KPI as customers'success can be demotivating because it is a long term process, and it depends a lotmore on clients rather than case managers. In order to motivate case managers,FSC needs to separate the quality of the service they provide and clients' success.Second, there is lack of "community" support for clients. Case managers are theonly people clients interact with. And the main topic of each meeting is about thefulfillment of the requirements and some career advice, which is similar to parents'checking if their children have done their homework and asking them to workharder on studying. Such meetings are not enough to support out clients. FSCneeds to build the support system from previous successful clients and employersto motivate them to become self-sustain. 1) Case Managers

Focus more on the service to create positive customer experienceUnderstand the difference between Key Performance Indicators (clients'satisfaction) & Measure of Success (clients start a career)Create feedback forms to collect service improvement suggestions and tomeasure KPIs of case managersEngage the clients by first creating the engaging office environment; byorganizing regular social events in the office can help build the positive,collaborative, and learning culture

2) Previous Successful ClientsRecruit previous successful clients to be case managers or peer advisers

Clients are more motivated to listen to people who share the same backgroundand who had been through the same struggles.

Organize required-attendance Seminar (successful story sharing & networking) 3) Employers

Organize networking events with employers at least twice a yearHave employees attend the Seminar to present recruitment information


► Segment the MarketCurrently, case managers spend approximately the same amount of time for eachclient, which reduces the efficiency because each case manager has around 50-80clients in a period of time. In order to engage our clients, it is recommended tospeed the process for the group who are ready to find jobs and provide moreattention for the other group who have a lot of barriers to fulfill the requirements.The second group of the market is the one that FSC should pay more attention tobecause their success determines the quality of the service, which directly affectthe amount of the government's funding.

For clients who are ready for the job market: provide service moretowards networking, and job searchFor clients that need more help with life skills: provide more attention (casemanagers shall contact clients at least once a week to check in with life), andprovide service more towards confidence building and training

The timeline for executing each activity is outlined in the Gantt chart below.


Project Results

The impact of Forward Service Corporation will be felt in the short, medium, andlong term. The following are the project results which will be realized uponcompletion:

► Short-Term (Completion - 6 months)Customer satisfaction rate reaches 90%

► Medium-Term (6 months - 2 years)Increase retention rate by 20%Increase annual clients' success rate by 25%Increase government funding by 25%

► Long-Term (2 years & Onward)Customer satisfaction rate reaches 100%Increase retention rate by 30%Increase annual clients' success rate by 35%Increase government funding by 35%


Budget

Forward Service Corporation requires the support of your generous benefactors inorder to move forward. The table below outlines the costs associated with theproject.

Category Year 1 Year 2 Year 3 Total

Seminar $4,000 $4,000 $4,000 $12,000

Training ($2,500) ($3,000) ($5,500)

Networking Stipend $2,700 $2,700 $2,700 $8,100

Phone Bills $500 $500 $500 $1,500

Net Cost $7,200 $4,700 $4,200 $16,100

Funding Summary

The table below details Team Forward's current plan to procure funding forForward Service Corporation.

Source Total Funding

Team Forward Self-Funding $1,100

Local Government Support $12,000

Additional Financiers/ Co-Financiers $3,000

Conclusion

Forward Service Corporation is creating life changing transition for low-incomeWisconsin adults and youth. I am excited to partner with you to make this project areality, leading to substantial benefits in the short, medium, and long term. Shouldyou have any questions, or wish to discuss this project further, please reach out to:Gladys Lai ([email protected]; 608-770-2005)


FSC Service Improvement Proposal

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