Root Cause (Strategic Plan)

8/13/2019 Root Cause (Strategic Plan)

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STRATEGIC PLAN


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STRATEGIC PLAN

Root Cause Solutions & Services, LLC

TABLE OF CONTENTS

Team Profiles .......................................................................................................................... 2

Business Profile ...................................................................................................................... 6

Competitive Advantage .......................................................................................................... 9

Strategic Plan ........................................................................................................................ 11

Core Values ................ .................. ................. .................. ................. ................ 12

Mission Statement .................................................................................................. 12

Vision Statement ..................................................................................................... 13

Strategic Objectives .................................................................................... 14

Internal and External Assessment .............................................................. 15

Customer groups ........................................................................................ 18

Value Creating strategy .............................................................................. 20

Short-term goals......................................................................................... 21

Financial ........................................................................................ 21

Customer ....................................................................................... 21

Internal/Operational ..................................................................... 22

People/Learning ............................................................................ 22

Action Items ............................................................................................... 23


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T EA M P R OFI LES


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CHRIS JONES

Chris is a police officer with the Jacksonville Sheriffs Office and is

currently assigned to the DUI Enforcement Unit. Chris is a certified

Drug Recognition Expert and has been recognized by the court as an

expert to testify in criminal cases involving impaired drivers. He has

received many awards and recognitions while working as a police

officer and thoroughly enjoys helping his community. Chris served

in the U.S. Marine Corps from 2001 to 2006 achieving the rank of

Sergeant and serving in Iraq in 2003. Chris graduated from the

Florida State College of Jacksonville in 2010 with honors and an A.S.

degree in Criminal Justice Administration (3.64 GPA). He is currently

working to achieve his B.S. degree in Information Technology

Management, nearing the end of his junior year with a cumulative

3.80 GPA. Chris plans to continue working in his current career until retirement while also working part

time in the computer industry. He intends to continue his education and training and hopes to move full

time into the information technology field in the future.


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JAMES DIANA

James is a full time student and part time personal trainer at a private training

facility. James's training focuses around body composition, cardio vascular

training, and basic lifting techniques. James's clients are mostly people

wanting to lose weight or lean out and teens who want to start learning to lift

weights. James is currently working towards his B.S. in Information Technology

Management. On the way to achieving his B.S. James has obtained a fewtechnical certifications such as Information Technology Support Specialist,

Computer Programming Specialist and Information Technology Analysis.

James plans to continue doing personal training on the side as a hobby while

obtaining an I.T. related position with a well-known company. He plans to

continue his education into more specific fields of I.T. to help improve his

ability to handle more difficult I.T. problems/concerns that may arise in the

future.


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NAOMI EBERT

Naomi is currently a full-time student at Florida State College at

Jacksonville and works as an Assistant to the Director of Choral

Activities at FSCJ. She served in the United States Navy from 2001 to

2005 as a Sonar Technician. Naomi spent the majority of her

enlistment working at an IUSS (Integrated Undersea Surveillance

System) facility in Cornwall, England alongside members of the RoyalNavy and Royal Air Force. After separating from the Navy she earned

her AA from Indian Hills Community College as well as a Micro

Computer Specialist Diploma. As a veteran and military spouse Naomi

takes pride in helping her fellow service members, veterans, and their

families. She has served as an Ombudsman to the USS Vandegrift (FFG-48) and the USS Mustin (DDG-89)

as well as volunteering with various organizations in the military community. Naomi is currently pursuing

her BAS in Information Technology Management at Florida State College and plans to pursue a career inthe IT field.


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BUSI N ESS P R OFI LE


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Root Cause Solutions &Services, LLC first began in April 2009 when the companys founders, Allen Hayes

and Dellroy Birch, decided to bring together their knowledge and experience to address many needs they

saw within the business community. Both Allen and Dellroy recognized the lack of ethics and poor

employee relations plaguing mainstream businesses. They believed that there was a better solution out

there to fix the growing needs of companies. In August 2012 Root Cause Solutions &Services officially

became a Limited Liability Company (LLC) and went full time in January 2013 to really put their ideas into

action.

Root Cause Solutions & Services is a call center solutions and business transformation consulting

company with depth and breadth of industry and functional experience and client satisfaction. Theycollaborate with clients in commercial and government industries to solve their most pressing challenges

from strategy development through implementation and performance sustainment. Their team provides

strategic services and solutions to small, mid, and large corporations globally.

Root Cause Solutions & Services is dedicated to providing quality solutions with proven results. They

specialize in consultative services, business transformation, process improvements, and developing

solutions critical to enhancing business operations. The Root Cause Solutions & Services team has over 50

years of combined international experience across the functions of:

Sales and Business Development

Operations Management

Strategic Planning & Implementation

Financial Management and Accounting

Rapid Business Transformation

Mergers & Acquisition Due Diligence and Integration

Vendor Management

IT O ti i ti


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COMP ET I T I VE A DVA N T A GE


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Root Cause Solutions & Services LLC is a leading business in its own

category built on a sturdy foundation, with strong tiers. Their tiers

are the main factors that separate them from others and placethem into their own category. There are many tiers that hold Root

Cause on a high platform and the main ones are the "three pillar"

service, and their depth of knowledge and experience. The focus

that brings these ones to the top of the list are the co-founders past

experiences, passion to create opportunities and to satisfy their

customers.

The main strength of Root Cause is their ability to deliver proven

results in a quick and efficient amount of time. According to the co-founders with just one meeting with

both of them they will be able to breakdown a business and identify root causes. If that was not

convincing enough they ask for at least a 10 minute conversation to display and prove their analyses skills.

According to Root Cause Services website, they display the following:

Proven Results

o Quick assessments 12 weeks

o Engagements 13 months with benefit realization within 3 months

o Deployments 312 months with benefit realization in 4 months

o Additional benefits include sustainable results, transfer of knowledge, and the transfer of

the capability of process improvement.

The other main advantage of Root Cause Services is their co-founders/managing partners themselves.Individually they each have key knowledge and experiences that can assist in improving any company.

Together they have the ability to cover a variety of problems and increase the speed and efficiency of

assessing and improving a company Among the list of qualifications one notable achievement is they are


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ST R A T EGI C P LA N


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CORE VALUES

TheemployeesofRootCauseSolutions&Servicesarefullycommittedto:

ETHICALDo business right in every situation, for every customer and for every employee at all times

FUNCreating an environment that is conducive for learning and fun at work

VALUECreate value for customers by providing the best product for the least cost

CONSISTENCYDemonstrate alignment across the business for every service by every employee

COMMITMENTThe application of every core value to ensure the best possible service to our customers for the life of the

relationship

MISSION STATEMENT


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VISION STATEMENT

Root Cause Solutions and Services, LLC will be the leader in strategy and implementation, business

transformation, operations improvement, business stabilization, call center solutions and training

solutions in continuous improvement and Lead Six Sigma with small to large companies.


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STRATEGIC OBJECTIVES

Strategies GoalsFinancial

Improve profitability beyond breaking even Millions in revenue

Increase call center income Competitive in the market

Scale productivity for need of service

CustomerLearn/Network the Jacksonville market Become a known name in Jacksonville

Grow local customer base Ensure market health of client companies

Internal/OperationalHigh performing workplace Marketing for call Center

Call center growth Marketing firm


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INTERNAL AND EXTERNAL ASSESSMENT

Strengths Weakness

Experience/Knowledge

Multiple services

Global presence

Flexible workforce

Speed of delivery

Competitive rates

Self-sustaining

New to Jacksonville market

New business

Little to no marketing

Opportunities Threats

Increase call center business

Local networking

Marketing

Training others outside own company

Lean Six Sigma

Call centers moving back to US

Relatively unknown in area


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Root Cause Solutions & Services, LLC has a great deal of experience and knowledge available between

partners Dellroy Birch and Allen Hayes. Both partners have real world, first-hand knowledge of what

companies need and how to provide it. Their knowledge and experience allows them to quickly assessand resolve many issues that plague todays businesses. Small, large, and mid-sized alike. Their consulting

services range from strategy to implementation, business transformation, operation improvement, and

business stabilization. When consulting with a company Dellroy and Allen remain present through the

process and have the ability to draw on their combined experiences to recognize when adjustments need

to be made.

Along with their consulting services, Root Cause

Solutions and Services offer call center

solutions. While offering a competitive price for

call center services, Root Cause Solutions and

Services allows companies to adjust their call

volume without the expense of manning and

building an in-house call center.

With a flexible work force Root Cause Solutions & Service can easily scale their company to fit the needs

of the current demand. Additionally, Root Cause Solutions and Services also offer a unique opportunity

for business across the globe. They have experienced employees throughout the world.

Root Cause Solutions & Services are also qualified Lean Six Sigma instructors. They offer training

opportunities for companies who want to learn the Lean Six Sigma way. Root Cause Solutions also trains

their own employees on Lean Six Sigma creating a strong workforce.
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Root Cause Solutions & Services, LLC has several opportunities for growth. With the existence of many

professional networking groups in the Jacksonville area it is extremely feasible for Dellroy and Allen to

join multiple groups. Doing so could potentially provide a way to quickly become familiar with the localbusiness market. Furthermore, give the companys experience with Lean Six Sigma they could join a local

Jacksonville organization that could serve as a door to expand their teaching opportunities of the Lean Six

Sigma program.

Additional opportunities lie in the companys call center. The trucking industry presents a need for

dispatch services that could easily be provided by Root Cause Solutions. Growing the call center couldpotentially be the most financially rewarding endeavor for the company.

Potential threats for the company could include relocation of overseas call centers back to the United

States. This would create a more competitive market for call center services.

Mostly, the largest threat for Root Cause Solutions is their relatively unknown status in the Jacksonville

business community.


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CUSTOMER GROUPS

Root Cause Solutions & Services targeted customer groups are call centers, businesses with issues, and

startup companies. The biggest customer group are call centers and the main ones being in the trucking

industry. Trucking industries are our main focus because they have a lack of true dispatch services

The reason were targeting the trucking industry is the gap of true dispatch services that is

consistent. Most trucking companies have full time employees that handle dispatch and customer

service. However, handling dispatch and customer service is not their only job. Theyre also responsible

for analysis, operations, audit, etc. With the trucking industry, we know the key metrics are lead time, on

time delivery, and quality of delivery operations. Poor or inconsistent recording of deliveries or customer

inquiries can impact those measures. Most trucking companies are business to business companies

moving products for another company. Their ability to handle customer service is dependent on their call

services or customer service reps."

Call Centers (Trucking):Customer needs:

Additional call support agents

Improving call center design, development, implementation

Training in call center operations/communication skills

Mentoring to improve:

o Customer relationship managemento Performance levels

o Integration


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Startup Businesses/Business with issues:Customer needs:

Consulting

Timely transformation with quick turn around

Quality management system

Vendor management & Operations unit cost transparency

Mentoring

Learning lean six sigma

Business process management

Model site development

Characteristics:

Global

oMainly : Florida, Dallas, Colorado, California, Cleveland, Vietnam

Small-Med Businesses

Technological business

Manufacturing firms

Financial service businesses

Profile:

"Small to medium businesses seeking consulting and

mentoring in quality management systems,

b i t f ti d d l it


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VALUE CREATING STRATEGY

Southside Businessmen s ClubThe Southside Business Men's Club is a club of civic minded men who want to improve the working

environment of the Southside of Jacksonville. They have weekly meetings along with many events and

outings that allow for many networking opportunities among Jacksonville businessmen.

LeanJaxLeanJax is a group that collaborates in an effort to improve business performance on the First Coast. They

provide training, group membership, and an events calendar for those that are interested. Taking part in

this group can allow for networking and open up doors for future cliental.

ImpactjaxImpactjax is a professionals program for the youth of the Jax Chamber and the premier venue forJacksonville's next generation of leaders. They provide a way for leaders to connect with each other and

the community of Jacksonville and serves as a network of professional contacts in the Jax region. They

have monthly events focusing on helping members grow as a professional, connecting with the Jax

community and interacting with peers.

University ClubUniversity Club is a business-oriented club that provides personal and professional amenities, andopportunities for networking and socializing to help build new and strong relationships.

University club is located at Riverplace Tower on the Southbank of downtown that hold

Club events


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SHORT TERM GOALS

FINANCIAL:

Root Cause Solutions & Services primary focus is their financial goal. Their main short-term goal

financially is to produce enough revenue to create a positive cash flow. There is a need to create more

billable consulting hours and more billable call center services.

CUSTOMER:

Root Cause Solutions & Services need to generate an

increase in repeat business. Whether through more

face to face meetings or deals (such as discount for

returning customers) Root Cause Solutions &

Services could slowly increase their percent of repeat

business, produce strong relations with reoccurring

customers, and increase the chances of their

company being referred to others. This in turn will

aid in increasing a customer base while maintaining

their current customer listing.

The trucking industry and Lean Six Sigma are also additional routes that could lead to an increase in

customer base. The large network of the trucking industry is a great way to target customers needing aid


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INTERNAL/OPERATIONAL:

Root Cause Solutions & Services provide a rapid business transformation with in-quarter impact, fast

delivery of business plans, call center setups and consulting, and provide on-demand consulting. Along

with keeping the quick theme Root Cause Solutions & Services should research on ways to make their

delivery speed even faster and more efficient. Reducing the time between initial meetings and follow ups,

increase speed of deliverance of consultation, and extending time spent with clients through the use of

an organized activity calendar and assisting staff can help create/sustain a good customer relationship,

and increase revenue in an efficient manner.

PEOPLE/LEARNING:

Staff training and research/networking of the

Jacksonville market should be one of the top

priorities for Root Cause Solutions & Services. A

yearly company seminar should be planned and

enforced to allow for employees and the company

as a whole to continue advancing their education in

general management, their responsibilities and in

Lean Six Sigma. All employees should continuously

maintain and advance their education throughout

the year along with creating a strong team. Inaddition to the team Root Cause Solutions &

Services could utilize Jacksonville temp agencies like Better Staff Incorporated to help find employees that

are Jacksonville residents This could help by providing assisted work such as forming/conducting a team


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ACTION ITEMS

Increase billable hours

1.0 Grow local customer base

1.1 Join local networking group, Southside Businessmens Group

1.2.1 Attend meetings and events sponsored by Southside Businessmens Group

1.2 Join local networking group, ImpactJax

1.2.2 Attend meetings and events sponsored by ImpactJax

1.3 Join local networking group, University Club

1.2.3 Attend meetings and events sponsored by University Club

2.0 Increase call center income

2.1 Advertise with trucking magazines

2.2 Seek networking with Roadmaster trucking school

2.2.1 Seek networking with trucking associations

3.0 Grow workforce

3.1 Utilize temp agency to fill call center jobs

3.1.1 Ability to hire full time employee(s) as needed

3.1.2 Reduce workforce size as needed


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FINANCIAL ASSESSMENT

FINANCIAL ASSESSMENT: ORGANIZATIONAL BUDGET

REVENUE Amount Amount

Existing Customers 100,000.00

Trucking Call Center 186,500.00

Troubled businesses 206,000.00

Start Up Companies 230,000.00

Total Revenue 722,500.00

EXPENDITURES

Action Items (Internal/Operational) - unapplied 2,500.00

Action Items (People/Learning) - unapplied 200,000.00

Payroll

Salaries 100,000.00

Hourly Wages* -Taxes (social security, unemployemnt, state, etc.) 30,000.00

Benefits (health, life, pension, etc.) 30,000.00

Other 10,000.00

Total Payroll Expenditures 170,000.00

Occupancy

Rent or Gross Mortgage Payments 60,000.00

Insurance 2,000.00

Utilities 3,600.00

Other 2,000.00

Total Occupancy Expenditures 67,600.00


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FINANCIAL ASSESSMENT: EXPLANATION

FINANCIAL ASSESSMENT: CUSTOMER

Trucking Company (Call center)Estimated Revenue

Estimated # of Customers 6

Est Avg Sale per customer 40,000.00$

Est # of sales per customer per year 1

Estimated Revenue this Year 240,000.00$

Estimated Expenses

Action Items Amount

Call CenterBusinesses with

Problems

Start-up

Companies

Estimated # of Customers 6 18 24

Est Avg Sale per customer 40,000.00$ 20,000.00$ 10,000.00$

Est # of sales per customer per ye 1 1 1

Estimated Revenue this Year 240,000.00$ 360,000.00$ 240,000.00$

Estimated Revenue 240,000.00$ 360,000.00$ 240,000.00$Less Costs of Goods Sold - - -

Gross Margin 240,000.00$ 360,000.00$ 240,000.00$

Less Addtl Overhead Costs (5,500.00)$ (10,000.00)$ (10,000.00)$

Less Addtl Managerial Costs (48,000.00)$ (144,000.00)$ -$

Contribution to Operations 186,500.00$ 206,000.00$ 230,000.00$


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Troubled Businesses (Consultation and Learning Services)

Start-Up CompaniesEstimated Revenue





Estimated Expenses

Action Items Amount

Join trucking associat ions 500.00$

Advert ise in trucking magazines 5,000.00$

5,500.00$

Estimated Revenue





Estimated Expenses

Action Items Amount

Workshops to educate & attract new customers 10,000.00$

10,000.00$

Q1 Q2 Q3 Q4 Total

Estimated Revenue 360,000.00$ 90,000.00$ 90,000.00$ 90,000.00$ 90,000.00$ 360,000.00$

Less Costs of Goods Sold - - - - - -

Gross Margin 360,000.00$ 90,000.00$ 90,000.00$ 90,000.00$ 90,000.00$ 360,000.00$

Less Addtl Overhead Costs (10,000.00)$ (2,500.00)$ (2,500.00)$ (2,500.00)$ (2,500.00)$ (10,000.00)$

Less Addtl Managerial Costs (144,000.00)$ (36,000.00)$ (36,000.00)$ (36,000.00)$ (36,000.00)$ (144,000.00)$

Contribution to Operations 206,000.00$ 51,500.00$ 51,500.00$ 51,500.00$ 51,500.00$ 206,000.00$


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FINANCIAL ASSESSMENT: INTERNAL/OPERATIONAL

FINANCIAL ASSESSMENT: PEOPLE/LEARNING

Expense Estimation

Action Items Amount

Dues for network organization membership 500.00$

Advertising/Marketing 2,000.00$

2,500.00$

Expense Estimation

Action Items Amount

Utilize temp agency to operate call center 200,000.00$Once call center is fully operational, potential to hire those employees full time TBD

200,000.00$


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SCORE CARD METRICS

Short-TermGoal Measure Targets Action Items

Fna

To increase revenue Net Profit 3% increase in

revenue over 12

months

To increase billable

consulting hours

Billable hours

compared to

previous month

3% increase in

billable hours over

12 months

Come

Increase in new clients New clientallist/meetings

2% increase in newclients over 6

months

Research Jacksonvilleclubs and associations for

business networking

Create networking team

to represent company over

a number of

associations/clubs

Generate repeat

business/maintain strongrelations with previous

clients

Percent of

repeat business

5% increase in

return businessrates

Show clients appreciation

for allowing opportunity todo business.

Introduce a discounted

price for returning

customers

Create a referral reward

Inen

ao

Reduce time between

initial meeting and

follow up

Time lapse Reduce time

between initial

meet and followup to 7 days

Construct active calendar

for all clients and

employees

Increase speed of

d li

Time of delivery 5% increase in

d f d li

Improve time efficiency by

i ti th t ff


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Strategic Plan 26

IMPLEMENTATION

Champion Leaders: Dellroy / Allen Accountable to: Each other

Ownership Team: Dellroy / Allen Key People: Dellroy / Allen

Customer Group: Call centers (Trucking Industry) Customer Group: Startup Businesses/ Business with issues

Leader: Dellroy Leader: Allen

Communicate Plan: Weekly meetings with status reports

People: Resources: Structure: Systems: Culture:

Marketing skills

The drive to be successful

Lean Six Sigma instructors

Financial savvy

Personnel: Dellroy / Allen

Money: Startup investment

Time: Daily

Networking with other

local business through in

person meetings,

workshops and business

clubs and associations.

Communications: Continued face to

face communication between partners

and part time employees when possible

and use of email and phone to

communicate desired needs and goals.

Advertising through

websites such as truck

associations, LeanJax.org,

Meetup.com and others

Information: Further development of

company website. Use of business

cards and promotional flyers to inform

potential clients of services available.

Planning: Weekly meetings or as

needed.

Compensation: Customer Acquisition

that equals revenue and profit for Root

Cause.

Dates: Goals: Measure Results: Evaluate Performance: Take Corrective Action:

Meetings on Monday

mornings to discuss previous

weeks accomplishments and

the current weeks goals.

Acquisition of trucking businesses for

call center solutions and any company

in need of business consulting or

learning services

Have we acquired any new

customers or any of our

goals?

Weekly evaluation of achieved goals

and customer acquisition

If goals have not been achieved, adapt plan

and try other ways to attract, gain and retain

customers.

OWNING THE PLAN

SUPPORTING THE PLAN

ADAPTING THE PLAN

Positive reinforcement between partners

and towards other employee's whenever

goals are achieved. Commissions for

employees who sale services and

maintaining a positive and fun environment

for everyone.

Documents

Root Cause (Strategic Plan)