The first step is to achieve alignment with stakeholders regarding the project plan. The scope of the plan is clearly defined in the document below, and the stakeholders approved.

The fishbone diagram below maps out the reasons for the high employee turnover rates at the call center. The research suggests that there are 4 major contributors to the low retention rates: poor job performance, low employee engagement with the training, inflexibility, and an inadequate amount of help and support for employees in the first 90 days on the job.

The top section of the diagram can be solved with a redesign of the current training. The bottom section of the diagram cannot be solved through training because the issues are organizational in nature. Therefore, these issues must be addressed by senior management.

Training Recommendations:

• Use the OSCQR rubric with an emphasis on the Design and Layout and Content and Activities sections.

• Add asynchronous elements to the course and use the training sessions as an opportunity to deepen and expand engagement.

• Clearly align the learning goals, assessments, and content.

• Implement synchronous and asynchronous group sessions to promote peer bonding.

• Implement mentorship programs in a mindful way which does not overburden the mentor.