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Outline a training and development plan for the customer service manager.

Training and development plan for a customer service manager The training will be guided by the following objective a. To define key concepts in customer service, relating them to their work experiences.b. To acquire and develop new skills in customer service management, planning, implementation, monitoring and evaluation.c. To customer service...

What is a role of a customer service manager?

A manager supports the superior in the day-to-day running of a department. A manager has certainly the responsibility to manage the operation and the subordinate. Because of the functional relationship, a manager must be able to learn the various skills. Leads the staff to invest in the work and completes...

If I become a manager one day, my leadership conundrum is how do I effectively retain my employees by evaluating and promoting fairly?

Recruiting and retaining employees is really a formidable task of any human resource manager. The process of ensuring one’s retention starts from the moment a new hire joins for the job. This mainly consists of initial orientation, defining one’s functional space, rewards and incentives, evaluation and promotion, career training programmes...

Discuss how the systems development methodology can be applied to 24/7 Couriers, including any preliminary analysis of requirements and a preliminary design of the IS/IT solution. Identify and discuss the management, organisation, and technology issues that 24/7 Couriers could face when implementing your chosen solution.

The chosen methodology of purchasing a courier information system directly from the vendor can have problems during the initial stages. It requires changes in infrastructure, equipment and training. All of this needs capital investment. A preliminary analysis of the requirements shows that about two computers in every office would be...

Discuss project planning and control.

Project planning, an inevitable part of project management, involves a set of schedules such as Pert charts, Gantt charts, etc. Thus it plans and thereafter reports the progress of design within the project environment. According to the objective and defined scope of the project, appropriate methods for designing the project...

Discuss advantages and disadvantages of just-in-time (JIT) approach.

Advantages JIT can improve the efficiency of production by taking the following effective steps to win the competitive business world: stopping excess-production reducing waiting times and transport expenses streamlining production processes/system saves resources ensuring no capital is unnecessarily tied up in stock timely monitoring and regularizing inventory operations avoiding or...

Discuss lean operations and just-in-time approach.

“Just-in-time (JIT) is a disciplined approach to improving overall productivity and eliminating waste.” It helps to create a kind of cost-effective environment in terms of production and delivery with quality at its best involving only needful quality of parts with minimum available resources, materials, equipment and manpower utilizing its best...

Discuss Enterprise Resource Planning (ERP).

The term ERP develops a system of “planning and thereby integrating all significant resource planning systems in an organization that, in the context of an operation, integrates planning and control with the other functions of the business.” Using ERP, the organization acquire and move business resources efficiently and effectively from...

Discuss resource management.

The process of resource management deals with planning, directing and controlling the resources in a business environment. It is an effective deployment of an enterprise’s resources when they are needed; such resources include human resources, inventory, financial, production resources and Information Technology (IT). Efficient resource management will help the organization...

Applying the relevant organizational behavior theory, what do you see – as a manager or leader – as the specific advantages and disadvantages of using political behaviour, or organizational politics, in getting work done?

Managers get things done through other people. They make decisions, allocate resources, and direct the activities of others to attain goals. Managers do their work in an organization, which is a consciously coordinated social unit, composed of two or more people that functions on a relatively continuous manufacturing and service...

Analyze the approaches of theorists on the subject of: Leadership Orientations (Organizational, Transformational, Situational); Philosophy and Leadership Theories (Traits Theories, Behavioral Theories, Cultural and Symbolic Theories); Leadership: Traits and Skills (Democracy or autocracy, Participation or direction, Relationship or Task, Consideration or Initiation, Action or Inaction); Leadership and Ethics (Self Regulation and Goal Setting, Self Reflection and Self Evaluation, Self Efficacy and Confidence, Self Reinforcement).

Transformational leadership offers the significant quality for triumphant management of transformational organizational modifications. It is about the superiority that, in fact, so-called transactional management has missed bringing to a termination of the transformational sequences with effectiveness. In that sense, the achievement in realizing transformational directorial changes denotes that the central...

What should a new manager be aware of in order to be successful in the role?

After establishing objectives and drawing up plans to achieve them, managers must design and develop an organization able to achieve its goals. Organizing refers to the deployment of organizational resources to achieve strategic goals. In simpler terms, it means turning plans into action with the help of leadership and motivation....

Compare and contrast the different federal safeguards that are in place to reduce financial reporting abuse. Why are these considered appropriate safeguards?

Fraudulent financial reporting at public companies has adverse effects as investors rely on generated financial statements to make decisions and purchase bonds, therefore, they are at a high risk of losing money. As a result, several federal safeguards have been put in place to combat financial reporting abuse. They include...

Examine the types of decisions financial managers make. How are these decisions related to the primary objective of financial managers?

The primary objective of financial managers is to facilitate the optimization of the economic and financial benefits of an investment. To achieve this objective, financial managers have to make decisions in areas of investment, financing, and dividends. Investment decisions are concerned with the selection of assets (long-term or short-term) in...

Explain how high-performance working and investment in human capital can impact on organisational success and performance. Does the article “Strategic HR functions and firm performance: The moderating effects of high-involvement work practices” by Hyondong Kim & Kang Sung-Choon support this?

High-performance working can be considered an important practice, as it aims at stimulating employee involvement and commitment to achieve the company’s goals. High-performance working and investment in human capital can contribute to organisational success and performance significantly. For instance, Arendse reports that when a company strives to retain and attract...

Read the article “Strategic HR functions and firm performance: The moderating effects of high-involvement work practices” by Hyondong Kim & Kang Sung-Choon. Briefly summarise the findings and evaluate its validity, reliability and persuasiveness.

The article by Kim & Sung-Choon addresses high-involvement work practices from the perspectives of employees’ participation in the decision-making processes related to HR functions. The authors use the evidence from 203 Korean firms to evaluate the effect of strategic HR function on companies’ performance and the factors that moderate this...

You are planning to produce an evidential report highlighting the HR function’s contribution to organisation success and development. Provide a brief summary of the criteria and organisational data that could be included and how it would be analysed.

Several criteria and organisational data can be included in the evidential report that highlights the HR function’s contribution to the company’s success and development. It is vital to consider the basic factors that contribute to the employees’ satisfaction with HR managers’ performance. They include providing good advice, supporting individuals in...

Briefly describe an example of change in the organisation and apply one of the change management theories, including some evaluation of the process, outcome and impact.

It is possible to analyse how a change in the company can be implemented through Lewin’s Change Management Model. For instance, a firm wants to improve customer’s satisfaction with its services by implementing a different way of training employees and an improved system of customer care. The first step would...

Provide a short description of at least two major theories of change management.

Many theories of effective change management are available today and can be the basis for the HR function. Change management can be referred to as the process of handling the transition of companies, businesses, groups, projects, or individuals between different states or positions. Such theories are highly necessary, as, for...

HR objectives can be delivered in many ways. Explain two significant methods.

Outsourcing is one of the ways in which HR objectives can be delivered. Some of the functions, such as payroll administration, employee welfare, and occupational health and safety activities, can be outsourced to other firms. The primary objectives of such an action are that it can allow HR staff to...

Provide three examples of organisational objectives that the HR function is responsible for delivering and briefly explain how these have evolved over time.

One of the most significant objectives organisations may have today is ensuring diversity in the workplace. Therefore, the HR manager’s function from this perspective is avoiding possible discrimination and hiring individuals of all cultural and ethnic backgrounds. In addition, it is crucial to establish age diversity in the workplace, too,...

Analyse how the HR function varies between organisations. Include a comparison of HR delivery in different sectors and organisations of different sizes.

The operations of human resource (HR) staff is critical for all organisations, as they make decisions about the individuals working in the company. The primary function of HR managers is to hire appropriate personnel based on the company’s values, needs, and goals. In some organisations, HR staff members are also...

Select an article that identifies and evaluates research evidence linking HR practices with positive organisational outcomes. Briefly summarise the findings and state how convincing you find these to be. Conclude by explaining how high-performance working and investment in human capital can impact on organisational practice.

While the correlation between the HR function and the positive organisational performance might seem tenuous at first, introspect into the existing research on the management of human resources has shown that collaboration and feedback cause a critical change in the organisational outcomes. According to Latorre et al., it is imperative...

Prepare a report on the contribution of the HR function to the business.

With the development of the understanding of how important the engagement and loyalty of staff members, as well as talent management, are, the recognition of reciprocal communication as the major tool for obtaining critical data has occurred. For this reason, the use of surveys and other types of data collection...

Give a short explanation of at least two major theories of change management. Select one of the theories and illustrate how it can be used and evaluated.

When pursuing performative excellence, businesses need to focus on introducing innovative decisions into their framework. The importance of incorporating change into the very system of corporate functioning is demonstrated perfectly by companies such as Apple, Google, and similar firms working in the IT setting. However, even for other industries, ensuring...

Give examples of the main organisational objectives that the HR function is responsible for delivering and briefly explain how these have evolved/are evolving in contemporary organisations. In your answer, provide a brief justification for managing HR in a professional, ethical and just manner.

The process of attaining corporate objectives requires keeping every process within a company running smoothly and upholding corporate values high, thus engaging staff members in the progress of a firm in the designated market. Since the efficacy of employees’ performance and the enthusiasm with which they follow organisational values determine...

Construct a personal development plan to raise the levels of engagement.

For an HR manager, it is critical to include in the plan the concept of employee engagement and the constituents thereof to produce a strategy that will meet the needs of every participant of the conversation. The main lesson derived from the scenario in question concerns the necessity to enhance...

Identify and evaluate the types of diagnostic tools you could use to measure employee attitudes and the level of employee engagement you have in the organization.

The redesign of the present framework for meeting employees’ needs and elevating their engagement levels should start with the assessment of the situation. Consequently, the application of a diagnostic tool that will determine issues in the organisational behaviours of employees and the workplace environment, in general, will be needed. As...

Discuss how HR strategies and practices are going to be very important in raising the levels of employee engagement in the organisation.

Employee engagement has extraordinarily high significance for organisations that function in a highly competitive setting. For companies such as Etisalat, employee engagement is vital since it allows sustaining the quality of telecommunication services high and meeting the needs of key stakeholders, which include not only customers but also employees, managers,...

Identify the principle drivers of employee engagement.

Etisalat has been using a vast range of tools for boosting employee engagement. Specifically, the organization has been deploying the principles of scientific management in order to improve job designs and ensure that employees remain loyal to the organization. For instance, evidence-based research is performed to locate the key components...

Justify the need for alignment between engagement practices and other corporate components if the full benefits of high engagement are to be realised.

In light of the fact that employee engagement and organisational commitment hinge on the presence of consistent employer engagement, the need for alignment between the practices aimed at building engagement and commitment are practically proven. As long as the employer maintains high awareness levels about the needs of their staff...

Explain how employee engagement differs, if at all, from other related concepts like organisational commitment, employer involvement and job satisfaction, so it gives clarity.

The emotional connection between a staff member and an organisation, which employee engagement represents in its essence, is often conflicted with other notions that share several characteristics with it yet, in essence, embody entirely different concepts. For example, organisational commitment is usually viewed as equivalent to employee engagement, which is...

What is the concept of materials management? How it is different from purchase management?

Rong, Yang, Li, Chen, and Dan say that materials management is a core supply function that involves the planning and execution of associated responsibilities. The concept is closely associated with the purchase management function because the latter is also associated with procurement. While materials management mostly focuses on the quantity...

How can the Human Resource Department help you in your present concern?

Generally, the issue might be handled by the Human Resource Department to resolve any conflicts between or insubordinate behavior by Cathy Johnson and Millie Norman by way of employee counseling. Whenever an employee exhibits work behaviors that are inconsistent with the work environment (i.e., gross insubordination, forgery, fighting, stealing, unexcused...

Discuss the main criteria and methods used to evaluate the contribution of the HR function. Consider the following: a. HR metrics used to evaluate HR function contribution. b. SLA’s and KPI’s. c. Staff surveys. d. Benchmarking with other organisations. e. Return on Investment (ROI). f. How a ‘balanced scorecard and/or ‘HR dashboard’ might be used to present HR metrics.

The HR function must evaluate its contribution because all features of the organization, such as sales, revenues, quality, and productivity, reflect employees’ management systems established within the company. By analyzing the performance of the HR function, the company can track the influence it has on people and their behavior, attitudes,...

Analyse how the HR function varies between organisations in different sectors and of different sizes. You should examine three of the following types of organisation. a. A public authority (Government Sector); b. A national private company; c. An SME; d. A voluntary (Third Sector) organisation.

 – SME A public authority (Government Sector) A national private company A voluntary How HR is different? In SMEs, there is a lack of resources; thus, HR systems can be underdeveloped. Moreover, an organization may lack a structure that is supported by HR. Government Sector is one of the largest...

Give a brief summary of two different ways HR objectives can be delivered in organisations.

Offshoring and shared services are two ways HR objectives can be achieved in organizations. Offshoring usually saves the financial resources of the company. An external company may have more experience in managing people, excellent policies, technologies, and economies of scale. Moreover, a company can get more skilled employees from foreign...

Explain how the main organisational objectives that the HR function is responsible for delivering have evolved/are evolving in contemporary organisations.

At Google, HR management and practices have changed substantially through time. VUCA World obliged HR managers to go from servicing the company to ensuring business strategy and HR are closely aligned. HRs nowadays need to be flexible and focused on organizational sustainability and agility. HR policies should be embedded with...

Controlling distribution performance is to set policies, processes and procedures to manage, command, direct and regulate the activities, behaviour and actions of everybody and everything in the distribution process of a firm. How would you attempt to measure the performance of an organisation’s distribution system?

A distribution system consists of a number of procedures and activities with the help of which people monitor and enhance the movement of services and products from different sources to, finally, a customer. In other words, the role of managers in the distribution department is to make the results of...

Discuss how aspects of the processes analysis might generate opportunities for innovation and growth or any other improvements in your chosen organization (Julius Berger) and its product.

The analysis of project management and operations management principles, tools, and techniques would be helpful for Julius Berger to achieve positive change. First and foremost, since the quality of projects performed by the company largely depends on innovative techniques applied in construction and operations, it would be beneficial to use...

Discuss how you might apply one or more of techniques with which processes within an organization might be analysed and improved to a process within your chosen organization (Julius Berger).

Julius Berger operates in the construction industry, meaning that the company’s functions are mostly project-based. Moreover, the success of its projects relies on the quality of construction, meaning that building is a critical process affecting the company’s success. Based on this information, there are several techniques discussed in the previous...

Identify and describe the approaches to quality management undertaken by your chosen organization (Julius Berger), compare these approaches to one other organization and appraise the effectiveness of your chosen organisation’s quality management.

Julius Berger is a multi-national engineering organisation operating in the construction industry. The international division of Julius Berger is located in Wiesbaden, Germany, but the company also has large divisions in Nigeria, which is its country of origin. The company offers a wide array of services in engineering and construction,...

Explain why companies need strategic management planning.

Strategic management planning is useful to an organization because it promotes business alignment, offers direction and clarity, and articulates a leader’s ideas. According to Darmaki and Rashed, the main reason for creating a strategic management plan is to connect a company’s mission to its vision. It serves as guidance to...

Describe and define the responsibilities and duties of the Strategic Manager.

A strategic manager has numerous duties and responsibilities, including project portfolio administration, resource control, and employee mentoring. According to Muhammad, project portfolio management demands assessing programs to guarantee that they correspond to strategic decisions. Resource management involves allocating business assets and personnel to different projects. A strategic manager is responsible...

Describe and define internal and external analysis.

An internal analysis deals with appraising a firm’s resources, priorities, and capabilities to ascertain its strengths and weaknesses. Dyer et al. assert that resources include business assets and capacities that uphold its management processes in the value chain. This assessment helps to ensure that a company has the right human...

Describe and define the primary components of the Strategic Management Process.

Strategic management entails setting organizational goals and identifying tactics that can facilitate their achievement. It is a permanent practice that enables a firm to evaluate its competitors and the industry in which it operates, therefore formulating policies and assembling essential resources to guarantee competitive advantage. Dyer, Godfrey, Jensen, and Bryce...

Read the article “Business planning as pedagogy: Language and control in a changing institutional field” by Oakes, Townley, and Cooper. Explain the main ethical issues related to the research topic and how they are/supposed to be dealt with. Answer in bullet points and next to each one, how they are dealt with.

The inclusion of individuals in the research – informed consent for their participation and the guarantee of the absence of a negative impact on their work or position in organizations. Preservation of the existing code of ethics.Evaluation of employees’ competencies – voluntarily participation in the investigation and the guarantee of...

Which design choice is considered in the research topic of “Business planning as pedagogy: Language and control in a changing institutional field” by Oakes, Townley, and Cooper?

Regarding the nature of the research question and problem, the authors conduct multiple interviews to determine the impact introduction of various business plans on the populations and what changes emerged under the impact of the given tool. For this reason, the utilization of ethnography as the method to analyze the...

What Qualitative Research Theory used in the article “Business planning as pedagogy: Language and control in a changing institutional field” by Oakes, Townley, and Cooper?

Conducting their study, the authors adhere to the interpretive theories because of their ability to provide tools for a better investigation of the theme. As far as it is assumed that cooperating, people create their own subjective and objective meanings, the analysis of the way business planning impacts organizations rests...

What is the research philosophy used in “Business planning as pedagogy: Language and control in a changing institutional field” by Oakes, Townley, and Cooper?

The paper utilizes qualitative research that rests on epistemological philosophy. In the articles, the writers are focused on the attempts to answer the question “How do we know?” by determining the ways in which the selected tool can impact the functioning of organizations and how it can be determined. In...

Discuss whether and how the literature has been appropriately drawn upon in the article “Business planning as pedagogy: Language and control in a changing institutional field” by Oakes, Townley, and Cooper.

The authors manage to use literature effectively to create a background for their discussion and research. First of all, they use the idea of Pierre Bourdieu as the theoretical background for their investigation. Second, while introducing the topic, they refer to the works of other authors to show the relevance...

Read the article “Business planning as pedagogy: Language and control in a changing institutional field” by Oakes, Townley, and Cooper. List the aims/objectives indicated in this research topic.

To examine and understand the role of business planning and the way it impacts organizations. To correlate business plans with the issues of control and language use in organizations. To investigate the character of change that emerges during the implementation of business planning. To conclude about the opportunities for the...

Read the article “Business planning as pedagogy: Language and control in a changing institutional field” by Oakes, Townley, and Cooper. Develop a research question(s) from the research problem.

What pedagogical role does business planning play in transforming the work of organizations and their identity regarding the issues of control and language? The given research question comes from the problem formulated above, as it is critical to delve into the issue and determine the essential elements needed for the...

Read the article “Business planning as pedagogy: Language and control in a changing institutional field” by Oakes, Townley, and Cooper. Develop a research problem from the topic and discuss the logic underlying the research problem.

The research problem can be formulated in the following way: The impact of business planning as a potent educational tool on the functioning of organizations regarding the importance and power of language for issues of control. This research problem comes from the authors’ focus on the areas of management and...

Read the article “Business planning as pedagogy: Language and control in a changing institutional field” by Oakes, Townley, and Cooper. Discuss whether the topic is suitable for qualitative research. Explain/Justify.

The selected topic is suitable for qualitative research as it is the method that is focused on the determination of what people think about a particular issue and their attitudes to it. As for the paper, it investigates how control exercised through business planning can impact workers of organizations which...

Provide a summary to the article “Business planning as pedagogy: Language and control in a changing institutional field” by Oakes, Townley, and Cooper.

The discussed paper delves into the investigation of business planning as a powerful mechanism of control and as a potent pedagogic practice that can alter the work of organizations and their identities. For this reason, using the work of Pierre Bourdieu as the background for their research, the authors state...

Explain the difference between stewardship and servant leadership, and give a personal example how you have acted in one of these capacities and another of how you have benefited from one of these types of leaders.

Stewardship is focused on stakeholders and the application of management techniques to achieve their goals. A servant leader would aim to maintain his or her focus on the needs of followers. Thus, the personal development and growth of staff members would be the primary concern of a servant executive. The...

Explain what contingency is in regards to leading people with different personalities, in different settings, and different situations.

Contingency is an essential aspect of leadership, regardless of the particular style that one chooses. Cambridge Dictionary defines the term as “something that might possibly happen in the future.” Thus, when applied to leadership, the concepts mean that an executive’s skills and knowledge should match the circumstances. Contingent leadership implies...

What is the difference between a leader and a manager?

The primary difference between leaders and managers can be described by examining the meaning of these terms. The former implies using one’s capabilities, skills, and knowledge to lead people. Thus, the employees follow such person as he or she inspires them to work hard and accomplish tasks. The latter aims...

What is the difference between Quality Assurance (QA), Quality Improvement (QI), Quality Control (QC), and Total Quality Management (TQM)?

Quality assurance (QA) refers to all activities completed to ensure that specific standards and requirements are fulfilled. Specifications, protocols, or guidelines are used to support the process. Quality control (QC) is different from QA since it is a managerial approach for comparing and analyzing the current performance with anticipated outcomes....

Describe several instances within business that require a company to adapt and change.

The rapidly changing business world requires organizations to transform their way of operating. As Reh reveals, the emergence of stiff competition in the industry is one of the major instances that require companies to adapt or change their standards. For instance, an organization may choose to change its marketing strategies...

Why is it so important for leaders to understand about diversity within the business community, and how does this knowledge help them become better leaders?

The aspect of diversity influences the mode of action of contemporary business communities. Globalization requires organizations to accept the culture of people from diverse backgrounds to facilitate the realization of inclusiveness. The embracement of diversity helps leaders to understand the unique values, beliefs, expertise, and preferences of various followers who...

Discuss why it is so very critical for leaders to understand organizational structure, and how this understanding can help in managing people and resources.

Leaders need to understand the structure of their organizations since it offers guidance as well as clarity on particular human resource issues. Understanding the organizational structure allows leaders to communicate official reporting channels among different stakeholders, including employees, thus streamlining a company’s workflow. Leaders who have a comprehensive understanding of...

Discuss how different leadership theories are utilized.

The integration of leadership theories is crucial since it helps leaders and managers to adopt best practices that foster organizational success. According to Robertson, early leadership theories, including the trait hypothesis and the great man conjecture, help organizations to select leaders based on their innate qualities. Other leadership theories concentrate...

Explain how the decision-making process is used within various organizations.

The decision-making process is applied in various organizations to facilitate the implementation of decisions that aim at addressing prevailing problems. According to Larson, the decision-making procedure is adopted to eliminate cognitive biases that may undermine the quality of decisions. Consequently, many organizations adopt the diligence-based strategy to enhance the effectiveness...

Provide examples of management functions within the managerial levels.

Simmering identifies three management levels that include top-level managers, middle-level managers, and first-level managers. Managers at the different managerial levels play different functions in line with their organizational powers. According to Leonard, notable management functions include planning actions, organizing resources, staffing structure, directing activities, and controlling systems. For example, top-level...

Provide discussion that identifies differences between managing and leading.

Management and leadership concepts are frequently used interchangeably. However, the existence of fundamental differences between managing and leading helps people to understand their specific applications in organizational settings. Managing is associated with not only monitoring daily work processes in a team or organization but also assessing the extent to which...

Explain the exact nature of, and distinctions between, the terms ‘decision-making’ and ‘problem-solving.’

The term “decision-making” refers to the process of considering various components of a specific issue or situation. The objective is to identify an effective action plan. Although the process sounds straightforward, its exact nature is that it revolves around making critical sub-decisions. Those involved in the process collect adequate information...

Why is organizational development important?

Organizational development initiatives offer an excellent platform for managing various challenges that may be linked to employees or institutional operations. In particular, organizational development indicates areas in an institution’s activities where transformation may be required. The desire for change is evaluated, including the anticipated impact that an institution is expected...

Distinguish between the concepts leadership and management.

Management includes those activities that are performed by a specific professional. This person is appointed to organize care according to available resources and existing needs. He/she is responsible for the development of a coordinated process that allows meeting the overall goals. Leadership is focused on the concept of influence. By...

What are some risks of flexible work arrangements and telecommuting?

Flexible work arrangements can trigger a risk of potential burnout. For instance, employees who work under this arrangement have to deal with compressed work hours, which might result in complete burnout due to long working times for successive days without rest. In reality, burnout is associated with slowed productivity since...