...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 | | | ...
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...Scorecard based strategy implementation 11 6.1.5 Balanced Scorecard value creation perspectives: 12 6.1.6 Building a strategy map 13 6.1.7 Implementing a Balanced Scorecard Programme Management learning organisation structure 14 7. STRATEGIC DEVELOPMENT 15 7.1 SWOT analysis 15 7.2 PESTEL analysis 15 7.3 GAP analysis 16 8. STRATEGY IMPLEMENTATION 16 8.1 Creation of a strategy plan 16 8.2 Strategic Transformation Project Implementation Route 2 (Project route) 17 9. MANAGING ORGANISATIONAL CHANGE 17 10. INNOVATIVE CONTINUOUS IMPROVEMENT PROGRAME 18 11. REFERENCES 20 1. EXECUTIVE SUMMARY: Levis Strauss has been one of the world’s most successful brands in the fashion industry but is now subject to a falling market share and is no longer meeting the demands of its external environment. Levis leadership is ineffective and the approach taken to resolve its problems is futile, capital intensive and does not produce any results. The organisation will have to embark on a radical change strategy to remain profitable in its market. The content of this report outlines the strengths and weaknesses of the organisation against its current organisational structure and provides the necessary steps to bring about change which creates a modern,innovative, learning organisation that can remain sustainable in the future market. 2. FINDINGS 2.1 SWOT Analysis...
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...Receivable in the Commonwealth. It is intended to provide an overview of the current trends and "better practice" approaches that are being adopted by organisations in managing accounts receivable. In the commercial world the way in which organisations manage their accounts receivable has significant implications for the financial health of those organisations. This creates an imperative to ensure the management of receivables is both efficient and effective. The practices used in common business processes such as accounts receivable management have universal application and are not industry specific. In this regard there are lessons to be learned by others from the practices followed by organisations for whom accounts receivable is a core business process. The better practices discussed in this guide are therefore recommended for consideration by Commonwealth government agencies. Not all of the practices outlined in this guide will suit each agency’s circumstances, however, it is considered that most agencies, which derive revenue on sale of goods and services on credit terms, will benefit from benchmarking their current practices against those detailed in the guide. Introduction Effective management of accounts receivable presents important opportunities for agencies to achieve strategic advantage through improvements in customer service, cash management and reductions in costs. The primary objective of accounts receivable in the Commonwealth public sector is to collect monies due...
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...specific aims are to: • Explain the role of logistics – or supply chain management Logistics – which is equivalently known as supply chain management and sometimes physical distribution – is responsible for all the physical movement of materials. This includes movement into the process from suppliers, through operations, and then out of the process to customers. It is difficult to think of any business activity that does not depend, to some extent on logistics supplying required materials. Activities generally included in logistics are procurement, inward transport, receiving, warehousing, stock control, order picking, material handling, distribution, recycling, returns and waste disposal, location and associated communications. • Appreciate the role and importance of supply chains A supply chain consists of the series of activities and organisations that materials move through on their journey from initial suppliers to final customers. The importance of supply chain is that almost every activity depends to some extent on the availability of materials brought from suppliers and the delivery of products out to customers. These fundamental activities are organised as flows through supply chains. So logistics is essential, is expensive,...
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...With reference to a service organisation of your choice, critically evaluate how the following approaches to service marketing management – namely, process improvement, human aspects and managing resource capacity can potentially contribute to the success of a service organisation. Your evaluation of processes, human aspects and resource capacity should be critiqued with specific reference to purpose, application and limitations AND with regard to how the effective management of these areas might contribute to the success of the selected service organisation. Word count: 2726 (excluding appendix) Introduction This paper aims to evaluate the marketing management theories of process, human aspects and resource capacity, critiqued with specific reference to purpose, application and limitations, and with regard to how the effective management of these areas might contribute to the success of EasyJet. Then it will conclude with their contribution to the success and development of the organisation. Outline of EasyJet EasyJet is one of the most successful low cost airlines in Europe, and the UK’s largest airline, carrying over 55m passengers a year. Sir Stelios Haji-Ioannou founded it in 1995, with the vision of creating a customer focused brand that would revolutionise the concept of air travel. More than fifteen years on, EasyJet is Europe’s leading airline. (EasyJet plc. 2015) Process Improvement Purpose The purpose of process improvement is to apply theories...
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...110 044 India SAGE Publications Asia-Pacific Pte Ltd 33 Pekin Street #02-01 Far East Square Singapore 048763 Library of Congress Control Number: 2006939578 British Library Cataloguing in Publication data A catalogue record for this book is available from the British Library ISBN 978-1-4129-1882-4 ISBN 978-1-4129-1883-1 (pbk) Typeset by C&M Digitals (P) Ltd, Chennai, India Printed in Great Britain by The Cromwell Press, Trowbridge, Wiltshire Printed on paper from sustainable resources contents Part One Part Two 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 2.11 2.12 2.13 2.14 2.15 2.16 2.17 2.18 2.19 2.20 Introducing your companion Core areas of the curriculum 1 7 8 12 18 22 27 31 35 39 45 51 57 61 66 70 76 81 85 90 95 101 Service operations management Operations strategy Operations performance objectives Operations process types Layout design Long-term capacity planning Facility location Process technologies Designing products and...
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...explaining what continuous improvement means in the context of organisational success. Explain how the concept can and should be applied. Explain how it is possible to lead continuous improvement systems and processes encouraging employees to: - participate in decision making processes - assume responsibility - exercise initiative Explain how you will conduct an information session to communicate an organisation's continuous improvement process to employees. Explain how you would identify and address sustainability requirements in light of continuous improvement Explain how you would facilitate mentoring and coaching sessions to help workers take part in the organisation's continuous improvement process. Outline how you, as an organisational leader, would gather information about continuous improvement needs and would contribute to and implement continuous improvement initiatives. Draft a memo to employees providing information about changes to plans and operations, the outcomes of continuous improvement efforts. Lastly, also consider customer service and feedback from customers that might contribute to identification of improvement opportunities. Include reference to the impact of change on individuals and groups within an organisation, risk assessment, risk management and techniques for successfully managing the different types of change. What actions would you take to ensure that employees in the organisation understood the need for improvement and were able to cope...
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...are:…....………….…………………....4 Quality Management Principles:…………………………………………..5 Audits, reviews and assessments…………………………………………..6 Single-Loop Learning Model……………………………………………...6 Double-Loop Leaning Model………………………………………….......7 References………………………………………………………………....8 Appendix…………………………………………………………………..8 Assess how a quality management system standard is supposed to work to aid the relationship or relationships between a buying organisation and its supplying organisations. Introduction Any organisation can benefit from implementing an effective quality management system. The foundation of a quality organisation is the concept of the customer and supplier working together for their own benefit of receiving the end product in the way in which they want the product to be. For this to be effective, the customer-supplier interfaces must extend internally and externally in the organisation. What is ISO 9001 - Quality management system? The ISO 9001 addresses certain aspects of quality management and contains some of ISO’s standards. The standards provide guidance and tools for companies and organizations who want to ensure that their products and services constantly meet customer’s requirements, and that quality is consistently improved. An ISO 9001 quality management system will help you to continually monitor and manage quality across all operations. With ISO 9001 you can put...
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...Introduction: The purpose of this report is to outline the responsibilities of a H.R practioner and users of the service. It explains the different communication methods used whilst providing effective service delivery. Task 1.1 Explain the knowledge, skills and behaviours required to be effective in an identified HR role. Refer to the HRPM, and include a summary of the HRPM (including the 2 core professional areas) and an explanation of the activities and knowledge, at either band 1 or 2, of any one of the professional areas. The H.R profession Map is used in all organisations as a criteria for those in the H.R profession to set standards so that those in H.R can succeed and achieve to its full potential through their whole career. The map consists of 10 professional areas that persons need to carry out to deliver the skills and knowledge. The 10 areas are: Stategy, Insights and Solutions – This should be the core of every business to set a good foundation for great H.R capability, individuals need a understanding of the business and its context so that it can plan methods and solutions to meet needs of the organisation present and for the future. Insights involve understanding, collecting data, analysing and assessing situations. Understanding its customers and external factors that could effect the business . Its good to be pro-active and plan for the future growth of the organisation to try and avoid any risks to the business. Insights need to be directed into strategies...
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...your completed Assessment to your tutor via your My 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...
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...effective Human resources practitioner. I will look at the HR Professional Map explaining the core professional areas, professional areas, the bands and behaviours. I will look at one professional area that is relevant to my HR role and identify areas for development. I will also identify how a HR Practitioner should ensure the service they provide is of a timely and effective manner. I will outline customer needs, effective communication and effective service delivery. Activity one Summarise the Human Resources Professional Map The HR Map can be found on the CIPD website. It is an on-line self-assessment tool created for HR professionals. It creates a flexible framework for career progression and is a convenient way to assess strengths and weakness. The map shows how HR is linked to sustainable organisational performance. Covering 10 professional areas and 8 behaviours, set out in 4 bands of competence, the Map covers every level of the HR profession, from Band 1 at the start of an HR career through to Band 4 for the most senior leaders. 2 Core Professional areas The two core professional are relent o any HR professional regardless of their position within an organisation. * Insights, Strategy & Solutions This area defines that the HR person needs to have an understanding of the business activities, strategies and goals. They...
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...quality is a description of the culture, attitude and organization of a company that strives to provide customers with products and services that satisfy their needs. The primary goal of a quality management system is to beat the competition. It does this by adding value at each stage of production. It defines long term plans for your company while at the same time providing a framework for it. Quality management systems make every employee the owner of customer satisfaction. Internally, it generates a sense of collaboration and motivation. You might set yearly objectives for sales growth or product innovation, but every objective will be methodically driven on the basis of quality product, care and service. Initiation of a quality management system in your business can identify waste, straighten out processes and hence reduce costs by decreasing inefficiencies. It, therefore, improves customer satisfaction, increases sales and furthers the goodwill of your business. 2. What elements within a manufacturing environment need to be reduced or eliminated as part of Lean Manufacturing focus? The element of manufacturing environment that need to be reduced is waste. Waste is anything that doesn't add value to the end product. There are eight categories* of waste that you should monitor: 1. Overproduction – Are you producing more than consumers demand? 2. Waiting – How much lag time is there between production steps? 3. Inventory (work in progress) – Are your supply...
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...FRAMEWORK FOR CONDUCTING THE INNOVATION AUDIT 4 6. RESEARCH STRATEGY 5 7. OUTLINE OF KEY OUTPUTS ARISING FROM THE PROPOSED AUDIT 7 8. TIMEPLAN AND RESOURCES 7 9. CONCLUSION 7 10. BIBLIOGRAPHY 8 1. INTRODUCTION One would like to take this opportunity to thank the company “Urban Outfitters Inc.” for inviting me to conduct this innovation audit. It is with great pleasure and intrigue that one immerses oneself in the innovative aspects of your company and seek ways to improve the overall success of your establishment. The audit will be conducted over an extended period, as yet to be outlined. In order to establish a thorough audit one will conduct assessments and surveys in most of the company’s UK, Ireland, European stores and the head office headquarters in Oxford Street. Before one begins it must be outlined why one believes that this innovation audit will significantly improve the prosperity of this company: Innovation has become one of the key business progressions to deliver sustainable competitive advantage. It is a complex process, one easily identified as being of critical eminence for organisational success yet not easily controlled. The successful management of innovation delivers value to end users, meeting business and organisational objectives and visions. Innovation is the lifeblood of any business. It prevents a business from stagnation by giving its products or services a competitive edge. 2. DESCRIPTION OF THE COMPANY History Urban Outfitters...
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...Unit two: Principles of providing administrative services Assessment You should use this file to complete your Assessment. • The first thing you need to do is save a copy of this document, either onto your computer or a disk • Then work through your Assessment, remembering to save your work regularly • When you’ve finished, print out a copy to keep for reference • Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My 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 9 pages and is made up of 9 Sections. Name: Victoria Jayne Edwards Section 1 – Understand how to make and receive telephone calls 1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used. |Feature |How / when used | |1. Answerphone |This is usually accessed by pressing the number 1. It enables you to| | |access and listen to messages that have been left by others, such as| | |colleagues or potential customers. | | ...
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...name: ZBUS 8303- Strategic Procurement and Outsourcing Date submitted: 7 Mar 2014 Special Consideration: N/A I BYRON COCKSEDGE affirm that the work in this assignment is solely my own other than where explicitly acknowledged to be otherwise. I assert that the preparation of this work has been completed in accordance with ethical standards appropriate to students of UNSW@ADFA and is a true representation of my current capabilities in this course. What factor or factors would give a firm market power as a purchaser? How might a firm possessing market power use procurement to build and sustain competitive advantage derived from (end) product innovation? In being able to determine any single or set of contributing factors that may give a firm market power as a purchaser, it is best to first agree a definition for market power and how it applies to purchasing. In its broadest definition market power can be defined as the ability of a firm to be able to influence or control terms and or conditions on which goods are bought and sold. There are also numerous schools of thought as to what precisely constitutes market or buyer power. The traditional sense is to define it in terms as an inverse of a monopoly, whereby the buyer can set prices profitably below competitive levels, in what some label a monopsony where there is either only one or a concentrated number of buyers within a competitive selling market (Mellsop...
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