...BTEC Level 2 Extended Certificate in Business |Unit: 4 Customer Service |Subject Tutor: | | |Sura Altikriti, James Hulme | |Assignment Title: |Ref: 1 of 2 | |We can improve! | | |Student Name: |Personal Tutor: | | |Helen Cheshire | |Overall Target Grade: |Unit Target Grade: | |Issue date: |Submission date: | |Extension Granted: |Submission Date: | Final Assignment Grade |Unclassified |Level 1 |Level 2 P |Level 2 M |Level 2 D | | | ...
Words: 846 - Pages: 4
...Intro [ ] Section 1 In this section I will be looking at the functions and aspects of a successful business. Ranging from, what a manager does to what’s expected of them and how they factor in to a business’s planning and organisational structure. Role of Management The role of management within a business is largely dependent on the type of business. Small businesses are likely to have what is called a “flat structure” where employees have more than one role or skill and can take over duties from another employee if needs be. Flat structures are especially popular with new businesses or “start-ups” where there are often people who have experience in the industry but are new to management. The Flat structure allows them to get hands on and build their business quickly, without going through a hierarchical structure. Larger businesses, typically corporations, use a tall structure. This management style puts emphasis on the individual skills of employees and co-ordinating employees together in teams to complete tasks. The tall structure caters towards employees who have specialist skills to complete large tasks which couldn’t be accomplished otherwise. Within a tall structure there is a larger emphasis on performance than there would be in a flat structure. Depending on the structure the style of the business, management will vary, however, outside of these structures there are common elements which are the basis for all...
Words: 4605 - Pages: 19
...the main physical and technological resources required in the operation of your selected organisation. In this assignment I will describe the main physical and technological resources required in the operation of Tesco. Physical Resources Physical resources are resources that the business needs to maintain in order to carry out its activities. They mainly include things like facilities, buildings, machinery and more. These are resources that are available to a business’s organisations in form of buildings and other machineries needed for the day to day running of the organisation. Tesco have many physical resources such as their toilets, buildings, trolleys, CCTV’s. Toilets is a good resource to have within a good organization as it can attract more customers to not feel rushed into shopping because they need to go toilet they can shop at their own paste and use the toilet when they feel to. Another physical resource for Tesco is the car park so customers can park within Tesco’s car park and not have to worry about receiving a ticket, or checking their time to get back to the car before they get a ticket, this will also attract more customers to shop within Tesco. A recent physical resource that Tesco has brought in is the self-checkouts; this is good for customers that want to quick shop as Tesco can be quite busy on some days they don’t want to wait in the long queues so they can use the self-checkout which is much quicker. Buildings Permanent or temporary structure...
Words: 1829 - Pages: 8
... Course Title | Business Administration Level 3 Programme | Learner Name | | Unit: | Unit 16: Human Resource Management in Business | Learner Number | | Assessor | Cedainne Hart | Learner Signature | | Learning Outcomes | 1 Know the factors that are involved in human resource planning in organisations2 Know how organisations motivate employees3 Understand how to gain committed employee cooperation4 Understand the importance of managing employee performance at work. | Issued | | Date | | Submission Date | | Received By | | Review Period | | | | | Progress of the student | | | Date / Signature | | UNIT DESCRIPTION Human resource management is a dynamic activity in any organisation as it takes place against a changing economic, technical, legal and social background. It is important for learners to appreciate that effective human resource management means getting the best out of the people who work for an organisation in order to ensure the organisation fulfils its purposes, whether it is a football club winning the premiership, or a hospital increasing the success rates for medical operations. Many organisations say that their employees are their most valuable resource because of their skills, knowledge and attitudes. As labour is both an expensive and valuable resource, it is important to ensure it is planned and that the best value is obtained from employees contributions. Human resource managers have to plan their human resource...
Words: 4217 - Pages: 17
...of Contents Introduction 3 LO: 02:1 Be able to develop human resource plans for an organization 3 2.2 Assess the human resources requirements in a given situation 5 2.3 Develop a human resources plan for an organisation 7 2.4 Critically evaluate how a human resources plan can contribute to meeting as organisation objectives 8 LO: 03: Understand human resources policy requirements in an organization 9 3.2 Analyses the impact of regulatory requirements on human resource policies in an organisation 10 4.1 Analyses the impact of an organisational structure on the management of human resources 11 4.2 Analyses the impact of an organisational culture on the management of human resources 12 4.3 Examine how the effectiveness of human resources management is monitored in an organisation 14 4.4 Make justified recommendation to improve the effectiveness of the human resources management in an organisation 15 Conclusion 15 References 16 Figure 1 HR Planning 4 Figure 2 HR Planning process 7 Figure 3 Balance score card in practical 15 Introduction Organisations within today’s labor markets cannot be pretermission on increasing position of managing human resources. It is appreciated that the ways in which human resources are accomplished in employing organisations is energetic for the employer. Human resource (HR) system encirclements all the policies and performs that will ensure that right personnel recruited, trained and preserved so as to make contribution on the achievement...
Words: 5677 - Pages: 23
...Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number. Please note that this Assessment document has 13 pages and is made up of 5 Sections. Name: DONATAS MENDELIS Section 1 – Understand methods of communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. |Situation |Methods of communication | |1. I was calling on 4354 Vodafone freedom freebee £10 offer to top |You may call free 191 to communicate verbally, but I needed to go online | |up and paid using my bank card for offered 150 minutes, unlimited |for ‘Vodafone – Freebees’ and join informal written communication method to| |texts, and 250MB free UK Internet Data for 30 days use. I should |contact Vodafone customer service via live chat. This is a way to get | |receive sms - the note about activated Vodafone £10 freedom freebee,|advice or sort out existing problem about your phone or plan, upgrade it, | |but service was suspended and delayed by unknown technical problem. |or get help with your phone, bill or account. Live chat – required writing | | |skills about your issues rose, also...
Words: 9537 - Pages: 39
...going to describe the internal and external factors to consider when planning HRM requirements for Tesco PLC. Tesco PLC is one of the largest food retailers in UK. It has changed a lot over the last 8-10 years. Thanks to HR guidance it has improved all his sections and departments. To maintain this growth Tesco has to offer new services and products by using new selling strategies. To improve Tesco performance the HR changed the internal and external factors. Internal factors Organisational needs and skills requirements: organisational needs are constantly changing that is why Tesco’s HR has to training the employees as far as they can keep their position. The organisation must watch the marketing in order to open new stores in other countries or in other regions. In this way the business will need to expand its organisation needs(which are also called workforce) and these new people must be trained and also must be able to speak other languages(if the store will open in different countries). However, nowadays the technology that Tesco had include in its supermarkets, has affected the organisational needs because by using the equipment customers do not need more than two people to help them. Workforce profiles: As any business Tesco has got workforce profiles which include information such as: gender, age, ability and ethnicity. In fact, if Tesco had people who retire at the same time, Tesco would be able to cover them by introducing new employees. In order to have the equality...
Words: 8814 - Pages: 36
...Question 1 Explain the meaning of selection processes. What is the types test generally conducted by Human Resource Department before hiring candidates Definition of Training and Development Program Training is the process of planned programs and procedures undertaken for the improvement of employee's performance in terms of his attitude, skills, knowledge and behaviour. These training and development programs can significantly improve the overall performance of organization. Training is normally viewed as a short process. It is applied to technical staff, lower, middle, senior level management. When applied to lower and middle management staff it is called as training and for senior level it is called managerial development program/executive development program/development program. Objectives/Purpose/Goals of Training and Development The purpose of training and development can be explained as follows: 1. Improving quality of workforce Training and development programs can help in improving the quality of work produced by the workforce of organization. Mostly, training is given in a specific area like finance, marketing or HR, which helps in improving the quality of work in that particular area. 2. Enhance employee growth By attending these training and development programs, employees are able master the work of their jobs and that's how they develop and grow themselves in a professional way. 3. Prevents obsolescence These programs help employees to keep themselves...
Words: 1998 - Pages: 8
...36 42 46 61 35 40 45 59 34 38 44 58 33 36 43 56 32 34 42 54 31 32 41 52 30 30 40 50 29 Revising Smart 28 Revising Smart • Make A Definition Sheet Every key term needs a definition Everyday terms you know the definition for, still DEFINE Eg. Organisation, Productivity • • Don’t use the words in the term www.engageeducation.org.au Summary & Definition Sheets Practice Exams Questions from text book Memorising Revising Smart Make A Summary Sheet THE MOST IMPORTANT THING YOU CAN DO BEFORE THE EXAM 1 THE STUDY DESIGN Revising Smart AREA OF STUDIES (5): UNIT 3: • • • AOS1: LSOs in context AOS2: Internal environment of LSOs AOS3: Operations Management Use these dot points as sub-headings for your summary sheets UNIT 4: • • AOS4: Human Resource Management AOS5: Change Management YOUR SUMMARY SHEET Revising Smart Questions from text book Revising Smart 1. Comprehensive Questions – “What”, “List”, “Explain” 2. – – – Analytical Questions How? Synthesize 10 Mark Question Revising Smart Preparing for the 10 Mark Question Preparing for the 10 Mark Question Level of Wastage (PI) Corporate Culture Elements of Operations Function Positive contributions by LSOs Policy development...
Words: 10141 - Pages: 41
...Strategic Direction LA 4; Formulating a Strategy LA 5; Implementing a Strategy LA 6; Monitoring & Evaluating Strategic Performance Purpose The purpose of the report is to give an in depth view on the case company ‘Dienst Facilitaire Bedrijven’ of Tilburg University, and formulated a strategy with could improve the current situation. Recommendations The main recommendations are; reformulating and reviewing the current mission and vision in addition to setting a strategy in which a niche is filled. Focusing on customer intimacy which follows the slogan; DFB does it, just the way you like it!! DFB will be changing its generic strategy from Cost Leadership to Differentiation Focus. Table of content 1.Introduction to Strategy 4 1.1 Strategy 4 2. DFB 5 2.1 Mission 5 2.2 Vision 5 2.3 Values 5 3.Conduction a situational analysis 6 3.1 Situation analysis 6 3.2 SWOT 6 3.3 The 3 C’s by Ohmea 7 3.3.1 Corporation 7 3.3.2 Customer 7 3.3.3 Competition 7 3.4 DESTEP 7 3.4.1 Demographic 7 3.4.2 Economic 7 3.4.3 Social 8 3.4.4 Technological 8 3.4.5 Ecological 8 3.4.6 Political 8 4.Formulating a Strategy 9 4.1 Porters generic strategies 9 4.2 Critical Success Factors 9 5.Implementing a Strategy 11 5.1 Eight Step Process by Kotter 11 6.Monitoring and Evaluating Strategic Performance 12 6.1 Balance Scorecard 12 6.1.1 Financial 12 6.1.2 Customer 12 6.1.3 Learning and growth 12 6.1.4 Internal business processes 12 6.2 Net...
Words: 2404 - Pages: 10
...and justify the methodology you would use to map processes to the organization’s goals and objectives 1.3. Evaluate the output of the process and the quality gateways Task 2 2.1. Design plans which promote goals and objectives for own area of responsibility 2.2. Write objectives, which are specific, measureable, achievable, realistic and time based to align people and other resources in an effective and efficient way 2.3. Implement appropriate systems to achieve objectives in the most efficient way, on time, to budget and meeting organizational standards of quality 2.4. Carry out work activities meeting the operational plan through effective monitoring and control Task 3 3.1. Design systems to manage and monitor quality standards specified by the organization 3.2. Demonstrate quality culture to ensure continuous monitoring, evaluation and development of the process 3.3. Recommend improvements which align with the organization’s objectives and goals and which result in improvements 3.4. Report on the wider implications of proposed changes within the organization Task 4 4.1. Carry out risk assessments as required by legislation, regulation and organizational requirements ensuring appropriate action is taken 4.2. Demonstrate that health and safety regulations and legislation applicable in specific work situations are correctly and effectively applied 4.3. Carry out a systematic review of organizational health and safety policies and procedures in the workplace Chapter...
Words: 3548 - Pages: 15
...voluntary sector. I have chosen to do research on Royal mail they are they are the largest postal service up to date and has a long history of postal service dating back to the 18th century which is why I will do research on Royal Mail for the public sector along with John Lewis for the private sector. Task 1 Assessment Criteria 1.1 Evaluate the inter-relationship between the different processes and functions of a selected organisation. Include the following for a selected business organisation: mission statement, corporate culture, aims/objectives, business functions (e.g. human resources) business processes (e.g. management, operational and supporting processes). Selected organisation: John Lewis John Lewis Mission Statement John Lewis mission statement is to for the sole purpose ‘happiness of all our members, through worthwhile, satisfying employment in a successful business’. Where success is measured on our ability to sustain and enhance our position both as an outstanding retailer and as a thriving example employee ownership. With this in mind John Lewis strategy is based on three interdependent objectives partners, customers and profit. Corporate culture John Lewis has a good corporate culture which sets a standard for other businesses who do not follow this culture. John Lewis believe that all their employees should own part of John Lewis and therefore each employee holds a certain amount of shares of the company which is not available to the public and only...
Words: 10107 - Pages: 41
...MAssignment front sheet |Qualification |Unit number, title and level | |BTEC Level5 HND Diploma in Business |Unit 14: Working With and Leading People | | |Level 5 | |Student name and ID number |Assessor name | | |Urmila Chooramun | | | | |Date issued |Completion date |Submitted on | |22nd September 2014 |12th December 2014 before 12.00 midday | | | | | ...
Words: 10654 - Pages: 43
...Kieffer and Jay Doherty, Play to Your Strengths: Managing your internal labour markets for lasting competitive advantage (New York: McGraw Hill, 2004). We are grateful to members of the CIPD Human Capital Working Party who provided input and advice: Greg Aitken, Head of Employee Research and Measurement, Royal Bank of Scotland Group Ron Collard, Partner, PricewaterhouseCoopers Andrew Mayo, Director, Mayo Learning International Tim Miller, Group Head of Human Resources, Standard Chartered Bank Tony Palmer, Head of the Marple Partnership Vicky Wright, Partner, Human Capital, Ernst & Young Human capital reporting Human capital reporting: an internal perspective 3 Human capital reprting Contents Preface 4 Introduction 6 Step 1 – Setting human capital management in context 10 Step 2 – Getting started: gathering and collating the data 21 Step 3 – Measuring human capital: tools and methodologies 27 Step 4 – Reporting the data: from internal to external reporting 34 Step 5 – Developing a route map to human capital reporting 40 Case Studies 1 Engaging employees to drive business performance – Standard Chartered 44 2 The service–profit chain – Nationwide 48 3 Reporting a 'People P & L’ – RAC 51 4 Building a people strategy – MultiCo 54 5 Linking people to business...
Words: 19595 - Pages: 79
...information directly from the Web or books without referencing the material; submitting joint coursework as an individual effort; copying another student’s coursework; stealing coursework from another student and submitting it as your own work. Suspected plagiarism will be investigated and if found to have occurred will be dealt with according to the procedures set down by the College. Please see your student handbook for further details of what is / isn’t plagiarism. | Coursework Regulations 1 You are required to submit your coursework on-line through online e-learning system http://stponline.org.uk. Detailed information about this is available in the student handbook submission. 2 Details of submission procedures and penalty fees can be obtained from Academic Administration or the general student handbook. 3 Late coursework will be accepted by Academic Admin Office and marked according to the guidelines given in your Student Handbook for this year. 4 If you need an extension (even for one day) for a valid reason, you must request one, using a coursework extension request form available from the Academic Admin Office. Do not ask the lecturers responsible for the course - they are not authorised to award an extension. The completed...
Words: 11861 - Pages: 48
