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

• Objective 1: Develop a streamlined process for collecting and analyzing customer feedback.

• Objective 2: Implement actionable changes based on feedback to enhance customer experience.

• Objective 3: Increase the response rate to customer surveys by 20% within the next quarter.

3. Scope

The Workgroup will focus on:

• Improving feedback collection methods.

• Analyzing feedback data for actionable insights.

• Implementing changes based on feedback.

Exclusions: The Workgroup will not address:

• Changes to product design.

• Pricing strategies.

4. Deliverables

The Workgroup is expected to deliver:

• Deliverable 1: A new feedback collection process document.

• Deliverable 2: A report with analyzed feedback data and recommendations.

• 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	[email protected]
Bob Green	Data Analyst	[email protected]
Carol White	Project Coordinator	[email protected]

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

• Budget: $10,000

• Tools/Software: SurveyMonkey, Excel, CRM system

• Other Resources: Access to customer feedback data, internal reports

9. Communication Plan

• Meetings: Weekly on Fridays at 10 AM

• Reports: Monthly progress reports sent to stakeholders

• Contact Points: Alice Brown for general inquiries, Bob Green for data-related questions

10. Governance

• Decision-Making: Decisions will be made by consensus among team members, with Alice Brown having final approval.

• Conflict Resolution: Conflicts will be resolved through mediation by the Workgroup Chair.

• Approval: Final reports and plans must be approved by [Your Name].

11. Success Criteria

The success of the Workgroup will be measured by:

• Criterion 1: Successful implementation of the new feedback collection process.

• Criterion 2: A 20% increase in survey response rates.

• Criterion 3: Positive customer feedback on changes implemented.

12. Review and Revision

• Review Frequency: Quarterly

• Revision Process: Changes to the charter will be proposed by team members and approved by the Workgroup Chair and stakeholders.

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