The manager of the business must focus on the day-to-day aspects of keeping the department, team or organization running smoothly. Which includes making sure the department is staffed appropriately, that the company is on target for sales which production is on target. Any leader of a business, must be able to set goals and aspirations for the team, the leader needs to set the tone of the organization, motivate and inspire the group. Truthfully, managers must be able to do both. They must inspire and motivate and they must ensure that the company operates effectively.
Performance Management For any business to be successful it is imperative that they implement a performance management framework. This structure must be effective for the company to meet its goals and ensure that internal decisions are made based on the work performance of its employees. The performance management framework aligns with the business strategy because the structure is created based on the goals and vision of the business. Recommendations Clapton Commercial Constructions desire is to deliver quality top notch construction and customer service. A clear vision and realistic goals are needed to target areas of improvement.
Unit 11 D2 analyse how monitoring and evaluating customer service can improve customer service for the customer, the organisation and the employee. Introduction In this assignment I am going to analyse how monitoring and evaluating customer service can help the organisation to improve customer service to the customer and employees. Also to evaluate the benefits and drawbacks of customer service and why is it good or bad? What is effective customer service? Effective customer service is the customer’s complete experience, when they enter the company or even enter the website to the after sales service such as refund and exchange and customer service means providing services to customers who are delighted and find the information useful.
The current continuous improvement processes in place within my organisation ensure that it has the ability to remain competitive in today’s business environment. The following functions and behaviours are currently in place: • Customer-driven orientation • Customer satisfaction endorsed as the number one priority for the organisation • Constant focus given to meeting customer needs • Continuous improvement a part of all activities • The organisation recognising that product quality is dependent on process quality • A process of measurement existing to enable comparison of actual business performance against the expected outcomes and against the performance of other organisations • A focus on the elimination of waste, rework and errors • The consistent use of problem-solving techniques to address issues and prevent recurrence • Statistical data and analysis used to monitor and review the quality of processes within the organisation • Key performance indicators linked directly to customer satisfaction and the associated outcomes 2.) ‘In order to achieve improvement in quality, continuous improvement must be a key part of the organisational culture.’ Discuss this statement in the context of how continuous improvement enables the organisation to improve the processes and systems successfully and reliably. Continuous Improvement is key part of the organisational culture. It is an ongoing process of activities and initiatives adopted by organisations to
This could be ensuring that all staff is using best practice and everyone is working in the same way. What impact would their be on the service provided by the business, with the change on working methods will the service offered to clients suffer or will it benefit the client. Failing to review the impact of change could lead to failing within a business. It is important when changes are being implemented with in a business that staff are fully trained and supported throughout. Most businesses would have a change manager who would implement the changes.
Balanced Scorecard Organizations and upper-management often use a Strengths, Weaknesses, Opportunities, Threats, and Trends (SWOTT) analysis model to concentrate on the company’s competitive advantages, their possibilities, evaluate how to improve susceptibilities, and avoid coercion. Organizations depend on SWOTT analysis to remain successful in their industries. For a business to be successful and sustain their performance, the entity is obligated by their external environment to generate strategic objectives and constantly evaluate its vision and mission. Organizations must reflect on their mission and vision frequently to assess each for validity, consistency, and making sure the objectives are components useful to the desired vision. Businesses require a tool to measure the execution of objectives.
Manager’s report to work at their own set time and employees follow suit. Employees make decisions hoping the decision made is the same as the manager would make. The behavior of the employees affects the productivity, performance, and atmosphere of the company. Creating a policies and procedures manual is a way of documenting rules and regulation that the company believes will create a positive environment that leads to a successful business. R. Wayne Pace found three key elements helped company’s structure successful policies: creating the system, maintaining the system, and improving the system (Pace, 2012).
Managers of an organisation manage: themselves, people and relationships, policies and procedures, environments, financial and physical resources, information and technology, ideas, operations and processes. Leaders and managers demonstrate ethical behaviour when they: * match action to vision and espoused values * do what they say they will do * treat employees and society with respect * give as much as they receive As a leader, I am a model those behaviours, and to promote ethical workplace behaviours I should make clear expectations * lead by example * provide appropriate coaching, mentoring and
Workplace Motivation Stephen Hahne PSY 320 01/22/2014 Christine Page Workplace Motivation Retail companies implement different strategies to motivate their employees. These strategies are intended to improve employee performance, well-being, and overall job satisfaction. In turn, the company hopes to reduce employee turnover, provide better customer support, and increase employee loyalty. This paper will examine how various motivational strategies affect productivity in the workplace. It will include an explanation of the organization's efforts to improve performance, employees' resistance to increasing productivity, and management's philosophy of motivation and its practices.
* Have the ‘right person’ at the ‘right time’, with the ‘right skills and capabilities’ in the ‘right place’. * Good planning acts as a form of control and increases the likelihood of positive staffing outcomes. * Planning is also important to be able to anticipate changes in the internal and external business environment. Staffing The process of planning, acquiring, deploying and retaing a workforce Determain whp will work for the organisation and what their employees will do Enables an organisation to execute its business strategy, which for most organisationg lies with their people Step 1 job design – concerned with how th\asts that are to be performed are combined to form the job Step 2 job analysis – job analysis is a process of collecting and analysing detailed information about tasts, content and responsibilities of