...your business. By the very nature of retailing, markets and customers will change over time. Retailers must understand and mange this information through category management. Due to the limited amount of time available in the review, the principles will be limited in there scope to generic retail principles. Managing your retail business through category management improves your knowledge and ability to react quicker to the customer’s wants and needs. As a retail owner you need to have at least 15 categories based on product groupings within your store. You can also break down each category into sub categories for further analysis. The categories that you establish will be the basis of ongoing management across key performance indicators (KPI’s) that you want to manage within your business. The categories you chose should be based on product types or groupings. If you are in food for example your categories would be your menu offer for example: sandwiches, cold drinks, coffee, cakes, salads, donuts. If you are in home wares categories like: gadgets, dinnerware, saucepans, kitchen ware, and glass ware are some examples. How good is your collection of data? To collect information on categories you need to ensure that you have a suitable cash register or point of sale program that will show the various indicators of the business. By defining your categories you are laying the foundations on which to build your retail business. These principles reflect my own views and does not necessarily...
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...I am writing about my former company, Avery Dennison Office Products UK, manufacturers, marketers, and distributors of Avery branded, and own brand products. The route to market is complex as there are many distribution levels involved. The route consists of selling to distributors, wholesaler, retailers, superstores, mail order companies, dealers, and contract stationers. They all continue to sell to their customers, and the end users. We also exported goods to inter-companies of Avery Office Products, all over the world. Losing one wholesaler, through poor service, would have a massive impact, and cost the company tens of thousands of pounds. Avery produced own brand products for stationery retailers, such as Office World, and Staples, who each have between 60 and 80 stores UK wide. Losing one of these retail superstore own brand contracts, would mean dramatic financial loses. Avery has created a strong tradition of quality, service, and innovation, and strives for customer service excellence. Basic Customer Service Describe your organisation’s customer service by briefly describing at least two legal rights of your customers, two of your organisations commitment to customers; and the manager’s responsibilities in relation to customer service. Our customers have several legal rights, three of which are listed below: Sale of Goods Act 1979 which refers to goods, not services. The acts states that the goods must be: Fit for purpose. Of...
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...development will continue to depend on their ability to attract, grow, train and retain the very best managers and staff and to build progressively stronger teams at each location. They believe that a key to their future success lies in the promotion of properly trained, knowledgeable and capable management from within the organisation together with the on-going motivation of the teams in each country. The group provides equal opportunity for employment, training and career development and promotion regardless of age, sex, colour, race, religion, ethnic origin or other minority groupings. Where practicable a flexible approach is adopted to assist employees to manage a successful work life balance. They always motivate their staff and set KPI’s due to the nature of...
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...JOB DESCRIPTION Job Title: Team Leader Reports to: Manager Staffing Responsibilities: Recruitment Consultants Job Summary / Purpose: Overall responsibility for Team success by agreeing, implementing and monitoring individual and Team objectives and targets whilst ensuring company policies and procedures are adhered to. Main Duties and Responsibilities Sales/Business Development • Monitor Team performance and activity • Serve clients, identify their needs and provide feedback on the success of filling jobs • Client Visits – build relationships and review branch performance • Canvass calls – to seek new business opportunities • Negotiate rates and fees, close deals • Write weekly figures and reports • Monitor and control advertising content and spend • Collate focus lists • Identify opportunities for business development • Conduct market analysis to generate leads and maintain competitive awareness • Fill bookings/permanent jobs and conduct interviews for candidates • Networking with clients, team and group networked branches • Assist the Branch Manager/Regional Manager with collating information relating to Tender applications People Management • Hold weekly meetings; discuss task delegation and review issues • In conjunction with your Branch Manager set quarterly targets and objectives • Branch communication – encourage respect and open communication ...
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...CSR Management Accounting Performance reporting and evaluation Accounting Truth? Story? Meaning? Effects on stakeholders/society? Food for thought/evaluation? Buy Apple products? Invest in Apple? Work at Apple? Cooperate with Apple? Future of Apple? Management/Leadership-lessons? Account: noun 1. an oral or written description of particular events orsituations; narrative: an account of the meetings; an account ofthe trip. 2. an explanatory statement of conduct, as to a superior. 3. a statement of reasons, causes, etc., explaining some event. 4. reason; basis: On this account I'm refusing your offer. 5. importance; worth; value; consequence: things of no account. EXPAND verb (used without object) 12. to give an explanation (usually followed by for ): to accountfor the accident. 13. to answer concerning one's conduct, duties, etc. (usuallyfollowed by for ): to account for the missing t ypewriters. 14. to provide a report on money received, kept, and spent. 15. to cause (usually followed by for ): The humidity accounts forour discomfort. His reckless driving accounte d for the accident Basic dichotomy of accounting: some results of actions taken are significant and need to be recorded and some are not Not recorded externalized; effects do occur but are not the company’s responsibility Environmental audit: a complete understanding of the environmental impact of organisational activity and costs assigned to effects Mushroom growers abues avoiding...
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...TEAM DYNAMICS A team is any group of people organized to work together interdependently and cooperatively to meet the needs of their customers by accomplishing a purpose and goals. Teams are created for both long term and short term interaction. A product development team, an executive leadership team, and a departmental team are long lasting planning and operational groups. Short term teams might include a team to to plan the annual company party or a team to respond to a specific customer problem or complaint. Three common types of teams include functional or departmental, cross-functional, and self-managing. * Functional or departmental teams: Groups of people from the same work area or department, who meet on a regular basis to analyze customer needs, solve problems, provide members with support, promote continuous improvement, and share information. * Cross-functional teams: Groups of people who are pulled together from across departments or job functions to deal with a specific product, issue, customer, problem, or to improve a particular process. * Self-managing teams: Groups of people who gradually assume responsibility for self-direction in all aspects of work. Team dynamics includes any and all ways that individual affiliates interact with their counterparts towards achieving a common goal. The overall characteristics of the assigned task, along with the inert skill of each member may also have an impact on the team's success. Team dynamics can also...
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...customer care, finance or administration with a bright future in a professional growing, knowledge sharing environment in reputable organization. Education &Key Technical Skills B.Com (2005-2006) Punjab University Lahore, Pakistan Power Pack IT: (with MS Office, & MS Windows). Lahore, Pakistan Call Centre trainings: MPS CALL CENTRE Lahore, Pakistan Career Summary As a Customer Relationship Officer (June 2008-Till Date) MAJOR REPONSIBILITIES • Taking inbound calls. • Handling Customer Queries & their resolution • Maintaining of KPI’s with high focus • Product information to customers. • Work on different skills (Dealer Support, Post Paid, Smart Club/ Pre Paid Group). • Have in-depth knowledge of all kind of systems and processes. • Have in-depth knowledge of knowledge of the ethics of the call centre industries and never been involved in any un-ethical issue in the centre. • Responsible for the each team member to achieve all...
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...Training and Development Paper Jamie Ruth 4/17/2013 HCS 341 Mary Newby In any business there are a lot to keep in mind to make things work. You need to have a good starting point when new people come in, that starts with training education. The next important issue is to make sure every member of your team is competence in his or her job, with out this you could have lots of litigation issues. The last important guideline to have is keep good evaluations on everyone to help him or her improve to be a better healthcare company for the community. It is very important to have the proper training and education any job but it is just as important in the health care field due to many litigation issues that can occur. The Department of Labor administers and enforces more than 180 federal laws to keep everyone safe from wrong doings or mistakes. To prevent the company from facing stiff penalty and fines the department needs to enforce many rules and regulations to prevent any of these fines. Many of the regulations have been established by the United States such as the U.S Equal Employment Opportunity Commission, the Department of Labor, the Americans with Disabilities Act and the Department of Homeland Security to insure these rules are being abide. The laws that were created cover a large amount of workplace laws. They include that everyone assures the workplace is safe, minimum wage is being used, overtime is payed for, freedom from employment...
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...When drawing up a plan you need to focus on what you want to achieve, what you can do to achieve it and what might happen while you are moving toward achievement. You must consider what will be done, when and how it will be done and by whom. You need to identify and communicate organisational vision and develop a unified sense of direction. You will need to conduct an environmental scanning/analysis. Identify short a long term goals and make sure they are realistic and achievable. You would need to develop with relevant personnel strategies and plans for goal achievement as well as financial plans. These plans would need to be communicated to stakeholders and then implement these plans. During this process you must set appropriate KRA’s and KPI’s and track, monitor and evaluate the procedure. When allocating work, the competencies and availability of staff must be considered so that work is allotted to those who are best equipped to do it. You must consider employee experience, skills, knowledge, understandings and workloads. You must consider checking their understanding and give support and opportunities to ask questions. When allocating work the goals and objectives must be clearly defined so that employees can put them into action plans and achieve these goals. Managers and leaders must take into consideration, the interests of the staff members, their availability and the likely outcomes of involving specific employees. You must also consider resource management. When planning...
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...Development Dorian Durham Human Resources in Health Care/HCS/341 December 9, 2013 Kelly Price Noble, DHA University of Phoenix Development With any type of organization, it requires individuals with specific skills sets to run the organization. Not only does the company need experienced employees, they need to maintain their training and competencies. Along with this, management will need to have an effective tracking process to evaluate the employees training effectiveness. Training and Education According to Health Care Britain “The importance of an ongoing education cannot be overestimated. Education is necessary, as the health care industry grows so does the specialization of the different parts of the industry. A person’s need for education does not stop at the diploma. Healthcare workers must have a career development plan for the future. To understand the effectiveness of training the organization must be able to measure the knowledge of the employee and the training process.” Lethard, A., para 2 (2000). Because the healthcare industry is constantly evolving the training and development of the healthcare workers must be ongoing. The assessment process can be done by testing, interviewing employees, and rating. Each employee must be trained, signed off on the on all policies and procedures to prevent the company and employee from law suits against them. Healthcare organizations must provide the proper training and education for their employees...
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...[pic] HETAC CERTIFICATE IN FIRST-LINE MANAGEMENT Module Title: BUSINESS MANAGEMENT Unit Title: Quality Management & Cust Care Assignment: Individual Assignment % of total assessment marks: 20% INSTRUCTIONS: 1. WRITE YOUR NAME & STUDENT NUMBER BELOW: N What is Continuous Improvement? Who would be involved in this process and what would they be doing to enable improvements? (25 marks) Continuous Improvement meaning a “change for the better” and includes everything and everyone in an organisation, from manufacturing to customer service processes, floor staff to top level management. The improvement involves making continual small improvements to processes rather than big changes at irregular intervals. Continuous Improvement is integral to Corus, they must continue to evolve with their environment technology and most importantly their customer’s wants and needs. Businesses who look in the rear view mirror will ultimately be left behind and with an ever changing landscape, they must look forward and improve better than their nearest competitor. This however can only be achieved with TQM (total quality management) which aims for quality from start to finish of production and that everyone in the organisation not just one person or department is responsible for quality. Improvement will only be achieved with teamwork, employee involvement, a customer focus and a commitment by senior management to attain their...
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...Executive Summary Students have prepared a Marketing Plan based on Houzit Home wares based in Brisbane QLD Australia, with Head Office in Milton QLD. Houzit Home wares supply home wars to the marketplace and are looking to expand. The marketing strategies outlined by the CEO are to obtain: ● Increased sales from $15million per year to $20million per year in the next three years. ● Increase our loyalty customers list from 10,000 to 15,000. ● Establish brand recognition in Brisbane so that at least 1 in 3 people recognise our brand in a random survey taken in 18 months’ time. To accomplish the above listed objectives, they strategies the students have chosen are: 1) Establishing a Joint Venture 2) Current profit maximisation 3) Market-Share Leadership To choose Market Skimming Pricing or Price skimming, for current profit maximisation, Houzit Home wares is in a position to ‘skim’ revenues layer by layer from the market. In order to achieve the sales of an extra $5 million from the market, Howzat Home wares can use this strategy to achieve its goals of maximising profit. For example, by discounting a particular products price-instead of advertising outside and lose money, by marketing to the loyalty program customers (txt, e-mail, snail mail etc.), Howzat Home wares can get these customers to come into the store and probably make another purchase, not just the discounted product. This strategy could in-turn increase the customer loyalty program and bring more customers...
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...MANAGE OPERATIONAL PLAN BSBMGT515A Table of contents 1. Introduction (1) 2. Operational planning within The Iconic (2) 3. Components of operational plan (3) 4. Budgets (4) 5. Forecasts (5) 6. Environmental Scanning (6) 7. Key performance indicators (7) 8. Acquire Resources (8) 9. Monitor Operational Performance (9) 10. Monitor and review operational performance (10) 11. TOWs analysis on The Iconic (11) 12. Summary (12) 13. Reference list (13) Introduction (1) Planning means factoring in all aspects of what needs to happen in the future in order to ensure that it all gets done in the time available. In a business environment we use operational plans to ensure that targets are met within given timeframes and to satisfactory quality standard. There are three types of plan used at different levels within an organisation: * Strategic plan * Business plan * Operational plan The strategic plan is developed for long-term planning and covers a period of about five years. The strategic plan specifies the missions and goals of the organisation including decisions on how resources, both capital and human, will be allocated to meet organisational goals. A business plan sits between the highest-level plan (the strategic plan) and the operational plan. A business plan is a formal statement of a set of business goals and objectives that are to be achieved to meet the strategic objectives of the organisation. The...
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...which you could manage. Two vastly different roles but both with similar issues regarding giving targets to are a faciliation technician – the target you could give them is to complete a certain numbers of jobs in a day, but this gives the issue of how you assign times to a job and if a job is going to take longer how you adjust the target and how you can stop abuse of the system. The second example is an communication technician, how do you set a target for them, when their job is about talking to people and using soft skills, both are very dependent of outside factors, as such is it fair to set their performance on these. The senior management team also have KPI’s which feed into team leaders, then technicians and then again into the graded staff on the shop floor. I’m not sure how many people could tell you what the KPI’s are for their team. So if the team doesn’t know the KPI, how can they expect to achieve it. The...
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...Linda M. Young KPI’s Independence University Currently, businesses want to use the information effectively for competitive advantage to make better decisions that improve and optimize business processes, predict the market dynamics accurately, optimize forecasts to adequately maintain resources to name a few reasons. First of all, business intelligence analysis requires the capturing of information and storing in a single location for effective data analysis. (Greenwalt, D., & Riney, S. (2007) A hotel franchise uses BI analytical applications to compile statistics on average occupancy and average room rate to determine revenue generated per room. It also gathers statistics on market share and data from customer surveys from each hotel to determine its competitive position in various markets. Such trends can be analyzed year by year, month by month and day by day, giving the corporation a picture of how each individual hotel is faring. (Christine McGeever, Computerworld , Jul 24, 2000) A telecommunications company maintains a multiterabyte decision-support data warehouse and uses business intelligence tools and utilities to let users access the data they need without giving them carte blanche to access hundreds of thousands of mission-critical records. The tools set boundaries around the data that users can access, creating data "cubes" that contain only the information that's...
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