Workgroup Charter
Workgroup Charter
1. Purpose
The purpose of this Workgroup is to address the customer feedback process, aiming to improve customer satisfaction and retention within [Your Company Name].
2. Objectives
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Objective 1: Develop a streamlined process for collecting and analyzing customer feedback.
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Objective 2: Implement actionable changes based on feedback to enhance customer experience.
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Objective 3: Increase the response rate to customer surveys by 20% within the next quarter.
3. Scope
The Workgroup will focus on:
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Improving feedback collection methods.
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Analyzing feedback data for actionable insights.
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Implementing changes based on feedback.
Exclusions: The Workgroup will not address:
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Changes to product design.
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Pricing strategies.
4. Deliverables
The Workgroup is expected to deliver:
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Deliverable 1: A new feedback collection process document.
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Deliverable 2: A report with analyzed feedback data and recommendations.
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Deliverable 3: An implementation plan for changes based on feedback.
5. Stakeholders
|
Stakeholder |
Role |
Responsibilities |
|---|---|---|
|
[Your Name] |
Customer Service Manager |
Overseeing feedback collection and initial analysis |
|
John Robinson |
Product Development Lead |
Implementing changes based on feedback |
|
Emily Johnson |
Marketing Director |
Communicating with customers and promoting the new feedback process |
6. Team Members
|
Member Name |
Role |
Contact Information |
|---|---|---|
|
Alice Brown |
Workgroup Chair |
alice@email.com |
|
Bob Green |
Data Analyst |
bob@email.com |
|
Carol White |
Project Coordinator |
carol@email.com |
7. Timeline
|
Milestone |
Target Date |
Status |
|---|---|---|
|
Develop feedback collection process |
September 30, 2050 |
Not Started |
|
Complete feedback analysis report |
October 15, 2050 |
Not Started |
|
Implement changes based on feedback |
November 1, 2050 |
Not Started |
8. Resources
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Budget: $10,000
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Tools/Software: SurveyMonkey, Excel, CRM system
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Other Resources: Access to customer feedback data, internal reports
9. Communication Plan
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Meetings: Weekly on Fridays at 10 AM
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Reports: Monthly progress reports sent to stakeholders
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Contact Points: Alice Brown for general inquiries, Bob Green for data-related questions
10. Governance
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Decision-Making: Decisions will be made by consensus among team members, with Alice Brown having final approval.
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Conflict Resolution: Conflicts will be resolved through mediation by the Workgroup Chair.
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Approval: Final reports and plans must be approved by [Your Name].
11. Success Criteria
The success of the Workgroup will be measured by:
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Criterion 1: Successful implementation of the new feedback collection process.
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Criterion 2: A 20% increase in survey response rates.
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Criterion 3: Positive customer feedback on changes implemented.
12. Review and Revision
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Review Frequency: Quarterly
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Revision Process: Changes to the charter will be proposed by team members and approved by the Workgroup Chair and stakeholders.
