This module combines the second part of the Service Improvement Workshop along with the Action Planning Workshop. The first day completes the first phase of the work of the SITs, in which they analyze the results of their customer feedback surveys, and the employee survey. They also learn how to develop service improvement recommendations, based on several techniques of process improvement methodology. The second day consists of a report to the senior management team of their customer and employee findings, and a set of recommendations from each of the service improvement teams.