First Advisor

Van Dusen, Donna

Second Advisor

Dixon-Krausse, Pamela


College for Professional Studies

Degree Name

MS Management


School of Management

Document Type

Thesis - Open Access

Number of Pages

83 pages


Maximizing potential revenue and profitability performance continues to be a key objective for Direct Checks as the company's core product - personal checks - moves through the decline stage of the product life cycle; and, the department with the most potential to positively impact the financial performance will be the Call Center, as a majority of the company's orders are captured through this channel. This department, however, continues to struggle with the establishment of a culture where the learning and sharing of information is embedded into the operating norms and values of employees, specifically around how to best sell to and service its customers. In order to address this challenge, a collaborative team was formed and Pearce and Robinson's Six-Step Model was used to collect the data necessary to accurately diagnose the apparent and underlying problems. Data gathering methods are reviewed and the results discussed, including the interpretation process, the specific action plan recommendations, and rationale for selection. A survey was used to collect feedback from representatives. Finally, the overall project is analyzed in light of the implications of the work and resulting organizational learning.

Date of Award

Summer 2006

Location (Creation)

Colorado (state); Denver (county); Denver (inhabited place)

Rights Statement

All content in this Collection is owned by and subject to the exclusive control of Regis University and the authors of the materials. It is available only for research purposes and may not be used in violation of copyright laws or for unlawful purposes. The materials may not be downloaded in whole or in part without permission of the copyright holder or as otherwise authorized in the “fair use” standards of the U.S. copyright laws and regulations.

Included in

Business Commons