SayPro Set Action Items Develop and document clear action items for team members to address the issues in the upcoming period

To ensure the effective resolution of the issues identified in the SayPro Problems Report for January 2025, clear action items need to be documented, assigned to the appropriate team members, and tracked with deadlines and accountability. Below is a structured list of action items that correspond to each identified problem. These actions will help in addressing each issue in a timely and organized manner.

SayPro Action Items for Issue Resolution (February 2025)

1. Delayed Project Approvals

• Action Item: Streamline Project Approval Workflow
  • Description: Define clear ownership for each step in the project approval process and automate where possible to reduce delays.
  • Assigned To: Operations Manager and Project Management Team
  • Deadline: End of February 2025
  • Accountability: Operations Manager to oversee implementation; Project Manager to track project approval metrics.
  • Key Milestone: Implement automated approval notifications and defined approval timelines.
• Action Item: Implement SLA for Internal Approvals
  • Description: Create and enforce a Service Level Agreement (SLA) for internal project approvals to ensure faster processing times.
  • Assigned To: Operations Team Lead
  • Deadline: March 15, 2025
  • Accountability: Operations Team Lead to track compliance and report on SLA adherence.
  • Key Milestone: Documented SLA, distributed to relevant teams, and communicated to all stakeholders.

2. CRM System Outage

• Action Item: Conduct System Audit and Identify Vulnerabilities
  • Description: Perform a thorough audit of the CRM system to identify potential weaknesses and ensure better system reliability.
  • Assigned To: Technical Team Lead and IT Infrastructure Team
  • Deadline: February 15, 2025
  • Accountability: Technical Team Lead to report findings and solutions to Head of IT.
  • Key Milestone: Completion of audit report and actionable recommendations for system improvements.
• Action Item: Implement Redundant System for CRM
  • Description: Set up a secondary backup system to ensure system uptime during outages.
  • Assigned To: Technical Solutions Architect
  • Deadline: March 30, 2025
  • Accountability: Technical Solutions Architect to monitor the implementation progress and report to Head of IT.
  • Key Milestone: Backup system in place and tested for reliability.

3. Slow Customer Support Response Times

• Action Item: Increase Staffing During Peak Hours
  • Description: Hire additional support staff or reallocate resources to ensure sufficient coverage during high-volume periods.
  • Assigned To: HR Manager and Customer Support Team Lead
  • Deadline: February 28, 2025
  • Accountability: HR Manager to facilitate recruitment; Customer Support Team Lead to adjust schedules.
  • Key Milestone: Staffing adjusted for peak hours, with shift flexibility and increased coverage.
• Action Item: Integrate AI Chatbots for Initial Customer Queries
  • Description: Implement an AI-driven chatbot to handle basic customer queries and reduce workload on support agents.
  • Assigned To: Customer Support Team and AI Development Team
  • Deadline: March 15, 2025
  • Accountability: Customer Support Team Lead and AI Development Lead to coordinate integration and track performance.
  • Key Milestone: AI chatbot integrated and functioning with a 90% accuracy rate for handling basic queries.
• Action Item: Introduce Tiered Support System
  • Description: Establish a priority system for customer queries to ensure critical issues are handled first.
  • Assigned To: Customer Support Manager
  • Deadline: March 15, 2025
  • Accountability: Customer Support Manager to monitor queue times and escalate issues accordingly.
  • Key Milestone: Tiered system operational and tested, with a clear process for handling urgent vs. non-urgent issues.

4. Billing Discrepancies

• Action Item: Automate Billing Process and Introduce Validation Checks
  • Description: Overhaul the billing system by introducing automated invoice generation and built-in validation to prevent errors.
  • Assigned To: Finance Team and IT Development Team
  • Deadline: March 1, 2025
  • Accountability: Finance Team Lead and IT Development Lead to collaborate on automation tools and process updates.
  • Key Milestone: Automated billing system in place with 99% error-free invoices.
• Action Item: Improve Billing Transparency and Customer Communication
  • Description: Provide clear, detailed billing statements and introduce reminders for customers ahead of due dates.
  • Assigned To: Customer Support Team and Finance Team
  • Deadline: March 15, 2025
  • Accountability: Customer Support Lead to ensure that customers are receiving accurate and timely invoices.
  • Key Milestone: Clear billing reminders sent, and customer satisfaction with billing improved by 10%.

5. Staff Shortages in Customer Support

• Action Item: Hire Additional Customer Support Staff
  • Description: Address staffing shortages by hiring temporary or full-time customer support agents to improve coverage.
  • Assigned To: HR Manager
  • Deadline: February 28, 2025
  • Accountability: HR Manager to report progress and coordinate onboarding for new hires.
  • Key Milestone: New staff hired and trained to ensure smooth integration into the support team.
• Action Item: Implement Flexible Shifts to Manage Demand
  • Description: Design and implement flexible shifts to allow customer support to adjust according to demand, including weekends or late-night shifts.
  • Assigned To: Customer Support Team Lead and HR Manager
  • Deadline: February 28, 2025
  • Accountability: Customer Support Team Lead to implement shift changes and ensure adequate coverage during peak hours.
  • Key Milestone: Flexible scheduling implemented, with a noticeable improvement in response times and employee satisfaction.

6. Lack of Training on New CRM Software

• Action Item: Develop and Roll Out CRM Training Program
  • Description: Provide comprehensive training to customer support agents on the new CRM system, including hands-on workshops and online materials.
  • Assigned To: Customer Support Manager and Training Coordinator
  • Deadline: February 15, 2025
  • Accountability: Customer Support Manager to track employee progress and Training Coordinator to ensure that training materials are up-to-date.
  • Key Milestone: All customer support agents complete CRM training and achieve proficiency in the new system.
• Action Item: Introduce Peer Mentorship Program
  • Description: Pair experienced agents with new or struggling team members to help them get up to speed with the CRM system.
  • Assigned To: Customer Support Lead
  • Deadline: February 28, 2025
  • Accountability: Customer Support Lead to track mentorship pairings and progress, ensuring mentoring success.
  • Key Milestone: At least 90% of new agents successfully onboarded and trained via mentorship.

Tracking and Monitoring Progress

• Action Item: Create Action Plan Tracking Dashboard
  • Description: Develop a centralized dashboard to track progress on all action items, deadlines, and accountabilities.
  • Assigned To: Project Manager
  • Deadline: February 5, 2025
  • Accountability: Project Manager to update the dashboard regularly and send out weekly progress reports to all stakeholders.
  • Key Milestone: Dashboard implemented, with regular updates and action item status reports shared with relevant teams.

Conclusion

These action items are designed to tackle the core issues identified in January 2025, with clear deadlines, ownership, and measurable outcomes. Each team member has been assigned specific responsibilities, and progress will be closely monitored to ensure the timely resolution of all issues. Regular follow-up and review during team meetings will help keep these actions on track and ensure accountability across the organization.