Quest Diagnostic (A): Improving Performance at the Call Center Author: Zeynep Ton; Cate Reavis III. Action Plan Goals. Identify the high-level goals for your action plan. In other words, how do you want the action plan to change the situation in the case? a. Short term goals. b. Long term goals. IV. Action Plan Description. Provide the details of how you will put this plan into execution. V. Action Plan Risks. Identify the most important one or two risks that come with your action plan and how you would propose mitigating them. a. Major risks b. Plan for risk mitigation