• You are a project manager that has been hired by company ABC to lead and manage a continuous improvement project in the customer service area of the business. The level of complaints from customers is increasing, there is a high turnover of staff, the technology in the customer service area is inadequate to serve the increased number of clients and the customer base has now grown to encompass clients from the different cultural background. Your project team comprises of the 4 customer officers working in the customer service department and their team leader, none of them has worked in the company longer than 6 months.
• Develop a strategy to encourage team members to participate in decision-making processes, assume responsibilities and take initiative for resolving the issues outlined in the scenario.  In your strategy, include:
• 3 things that you can implement

• When and how often you would implement them

• How you will inform team members of the outcomes of the continuous improvement efforts.

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