Formulate a training strategy to meet the needs implied by the scenario, including:
a. objectives for the organization with regard to customer service and internal processes (to be met with training and development)
b. an explanation of gaps between the current state and the objectives. What are the strengths and weaknesses of the team? What are their current competencies? What competencies do they require for their positions?
a set of actions to close the gap within the required timelines. What sorts of programs would help close the gaps?