BSBMGT401 Show leadership in the workplace
Question 1 Case Study
Future Communication is a mobile communication retailer with several outlets in major shopping centres. The retail manager develops a performance plan for each team member that includes key performance indicators. Each team member is expected to reach monthly sales target. Team member’s wages include a base component and an additional component for achieving their sales target.
The retail manager is responsible for managing the retail operations of the store including displays, point of sale, security and stock control. They are also responsible for recruiting, training and rostering team members. The retail manager is paid a base component and receives an additional component based on the sales performance of the team.
Future communication-customer service standards
Future Communication is committed to ensuring that each customer interaction meets the customer’s expectation in terms of excellence. To meet this commitment, we will:
Help you as quickly as possible Greet you politely Identify ourselves Speak plainly Listen carefully to your needs Provide you with up-to-date information Provide clear product information Maintain your privacy Provide you with a contact name or reference number Be reliable and professional at all times Treat you with respect and dignity Record information accurately and store it securely Ask you how we can improve our customer service Act on the feedback you give us Undertake ongoing training Behave ethically and honestly Never discriminate against you
Future communication-value statement Act openly, honestly and fairly and with integrity in all dealings in the workplace Treat clients, suppliers and fellow employees with respect Behave ethically a) How can the retail manager and team members incorporate the organisation’s values and standards into their daily work performance? b) How should the retail manager respond if they were to become aware that team members were only offering customers ongoing contracts rather than pay-by-themonth plans (sales targets for ongoing contracts is higher than pay-by-the-month)? c) What factors in the organisation’s policies may be influencing the way that employees are performing in their role? d) How can the retail manager monitor that team members comply with organisational values and standards? e) What are the possible consequences to the organisation or employees of not complying with values and standards?
Prepare an implementation plan for a change or innovation that could be introduced at your workplace or another organisation with which you are familiar with. You may wish to develop an implementation plan for the decision that you performed a risk analysis. Your implementation plan may be developed using the template used at your workplace or you may wish to use the previous example as a template. Your completed implementation plan should identify the titles (position) of any staff that will need to agree to the plan.
In previous task, you have developed an implementation plan for the innovation or change that you are recommending to improve a specific organisation’s performance. As you have discovered, it is important that during the planning stage you give careful consideration to the methods you will use to gather feedback during the implementation phase. In this practice task, you are going to expand on the implementation plan you developed by identifying the feedback methods you would use.
In this assessment task you will gather evidence that you are competent to lead a work team in the decision-making process. To complete this assessment, you will need to write a report that describes how you have applied the knowledge and skills you have examined in this unit to a workplace problem. This could be a problem that you have identified in your workplace or in another organisation to which you have access. You may wish to base to your report on the problem that you identified in previous task. If so, you will need to expand on the implementation plan that you developed in Question 3 in order to provide sufficient evidence of your competence. The format for your report should adopt the following format. The report should address the following:
a) Identify the problem faced by the team. b) Describe the process that you followed to gather information about the problem. What sources of information did you access? How did you assess the relevance, accuracy and validity? c) How did you encourage team members to participate in problem-solving activities? What benefits were achieved from collaborating with team members? d) Describe the problem-solving techniques that the team used. How did you encourage all team members to participate? e) Discuss the process that the team used to arrive at its decision. f) What risks were identified with the options considered by the team? What strategies were developed to minimize or eliminate these risks? g) Identify the objectives of the solution that the team decided on. h) Describe the actions that will be required to implement the team’s decision. i) Describe the methods that you used to communicate with relevant people about the team’s plan. j) How did you gain commitment to implement the plan? k) What methods were used to gather feedback from relevant stakeholders about the implementation?
Robert has been appointed as project manager of a team asked to improve customer service across several departments in the organisation. He has planned a customer mail-out consisting of a mail-merged letter, a marketing catalogue (printed by an outsourced printer) and a flyer advertising the new customer loyalty program (developed in-house) as part of their program to upgrade customer service delivery
The potential risks of this activity are as follows: o Information needed for the catalogue is not received. o The printer may not deliver on time. o Key staffs are unavailable. o The desktop publisher may not be skilled enough to format the new design. o There may be no supply of envelope because the store person was not notified about the mail-out. o Not enough time was allocated and the activity is not finished in time for that day’s post. o The photocopier may break down.
Show leadership in the workplace
As the values statement of Future Communication is “Act openly, fairly and honestly and with integrity in all dealings in the workplace”, towards achieving this retail statement manager should ensure that every team members is delivering its services with full integrity and honesty. Team members should meet customer’s expectation as fast as possible while speaking plainly and listening carefully meeting the need of customers, treating them with respect and ethically without discrimination. The retail manager should work effectively towards managing retail operations of the store like the point of sale, stock control, security and displays to increase the attractiveness of store to attract more customers (Teller, Alexander & Floh, 2016). Thus, achieving one’s own job responsibility both team members and managers could effectively incorporate organizations standard and value into daily work performance where key players ‘employees’ be regularly monitored.
In such case where manager became aware that team members are offering on-going contracts to customers rather than pay-by-month plan, he needs to conduct meeting with team members whose focus would be informing benefits of the monthly plan that will significantly increase the monthly wage of members along with base component. In case the demand is high for the on-going contract that team members must be communicated and directed to act accordingly, meeting customer demand whether it is on-going contract or pay-by-month plan as the only motto of the organization is increasing sales rate to meet monthly target.
The factors in organization policies of developing performance plan of each team member where each one of him or her has to meet monthly target would be skills and trait, misguided management, money vs recognitions and tools of the trade. As every individual cannot have common skills and traits, thus every employee will execute the different level of performance according to the role or responsibility offered to them. Misguided management can hindering factor meeting monthly target where employees are provided responsibility other than what organization policy convey. There must be the balance between recognition of employee’s efforts and thus offering incentive and bonus according to performance displayed.
The retail manager for monitoring team members performance in terms of complying themselves with organizational standards and values, he can keep the regular check on the point of sale done by employees towards meeting a designated monthly target. The manager must also evaluate feedback from customers expressing their satisfaction with the product or service of the organization giving information about the quality and standard of services offered by team members towards meeting Future Communication value statement. However, the way team members would be having to managers, customers and fellow employees would reflect the number of organization's values they comply.
The possible consequence to employees or organization in the case where they do not comply with market standard and values, the organization might lose its competitive advantage and brand image ultimately losing customers base and eventually decrease in profitability rate. Whereas, if employees are not working effectively enough to meet organizational goals and objective they might lose their position or would be offered low pays as the company may not be able to pay wages as previously as the company would be failing in the marketplace. The organization would lose products standard and service value in the marketplace. Whereas, employees lacking value and standard will have a negative attitude towards other leading conflicts within the organization and losing knowledge over good and wrong thus taking unethical means to meet their requirement.
Prepare an implementation plan for a change or innovation that could be introduced at your workplace or another organization with which you are familiar with.
Change is necessary within the organization as it engages methodology in turning obsolete that might lead to failure (Anderson, 2016). The implementation plan for change within the organization could be effectively presented in the form of the table which is as follows-
|Plan||Case of Change|
|Proposed Change||Case of change would be the introduction of the automation system and the elimination of manual handling. Under this process, the employees must be communicated and interacted about change and its benefits to the organization. Supporting change by 100% is important as sending mix message about it could be self-destructive to the organization |
|Why change required||This technological change within the organization will increase the competitive edge of the company to win the marketplace through more organized business functioning|
|Intended outcome||Offers additional benefit of automation is reliability, faster operations, organized work reducing the burden on employees, fast financial accounting, cost reduction and increase organizational performance (Scerbo, 2018)|
|Estimated timeframe||4 months to 7 months|
|Additional factors||Employees may resistance change that might affect the process of change implementation making it along and time taking method within the organization. Employees will be trained and informed accordingly about the automation software, its benefits and functioning process|
|Estimated cost||20000 AUD to 350000 AUD|
|Stakeholders impact||Stakeholder 1: Investors – they can get financial data of organization easily |
Stakeholder 2: Owners and employees- they don't have to face the issues of data error and data duplicity
Stakeholder 3: Customers- an organization can stay in contact with its customers to 24*7
Methods you will use to gather feedback during the implementation phase.
|Stakeholders feedback survey||Collecting data, perception and responses about company productivity while implementation of automation system for changed organization help in concluding whether the integration of automation creating any trouble to stakeholder making them avoid their partnership with the organization thus taking protective measures|
|Employees official contacts and emails forms||This will give in-depth knowledge over employee’s perception regarding the particular change. Being important drivers of success they must be informed about benefits it would offer to the organization along with creating a better experience of managing organizational activity and operations more efficiently|
|Usability test||This process would deliver insight into the rate of utilization of automation system implementing within the organization by its employees for organizing and carrying out ingenious business objectives to eliminate costs and make important decisions accordingly|
While undertaking the change process within the organization with respect to the inclusion of the automation system, their several issues that have been faced by the team working within the organization. Firstly, there were totally unaware of the technology thus it had induced fear and frustration eventually leading to conflict between each other. Secondly, there was a setback in the performance of team members reducing overall organizational performance. It was hard for them to adopt new technology and know all of its features.
Information about work culture and working environment have been gathered from employees working within the organization to get in-sight of the problem, an online platform of the organization being accessed to gather assumption about financial profit indicating success rate and consistency of existing problem offers validity and accuracy to it.
Team members are encouraged to participate in problem-solving movement through appreciating their perception and views, applauding staffs efforts and meeting their wants and requirement if necessary. The benefit of collaborating with team members would offer collective workforce working together to achieve goals and objective of the organization (Katzenbach & Smith, 2015). Additionally collaborating would improve the flexibility of organization engaging employees at all level, productive meetings and accelerated business velocity.
d) Describe the problem-solving techniques that the team used. How did you encourage all team members to participate?
The problem-solving technique like identifying existing issues within the organization, understanding interests of everyone, evaluating options and documents agreement has been carried out. To encourage participation of members they would be provided incentive based on performance, the opportunity to self-development be provided, team collaboration is encouraged, failures not be punished instead correctly performed provided as well as clear goals being set to eliminate misunderstanding and confusion.
e) Discuss the process that the team used to arrive at its decision.
Several meeting has been undertaken by the team, after analysing and evaluating every effect and impact of automation technology towards increasing organisational performance a particular decision have arrived.
f) What risks were identified with the options considered by the team? What strategies were developed to minimise or eliminate these risks?
The risks identified where resistance to change by employees might be the case of leadership failure if these resistances are not managed through adequate to exercise. Few other risks were disruption of organizational operations and high turnover if changes are forced.
To mitigate the risk of resistance training and development of employees be done, for eliminating disruption of operation effective resource planning carried out and for reducing turnover employees offered additional benefits based on performance.
g) Identify the objectives of the solution that the team decided on.
The objective of the solution was to induce technological change within the organization for increasing the competitive advantage of the company to win the marketplace being the most efficient in the operational field.
h) Describe the actions that will be required to implement the team’s decision.
The actions that be required to implement team decision of implementing usage of advanced technology within organization firstly includes the plan on execution strategy, building it with experts remotely, the customs process to build system within the organization. Secondly establish implementation schedule, train team members, review program over the success of organisation due to the integration of automation within the organization and collecting feedback from stakeholders relevant to it.
i) Describe the methods that you used to communicate with relevant people about the team’s plan.
Some methods that have been used to communicate effectively with individual about team's plan includes- open door policy that has led to an atmosphere of secrecy encouraging open plan environment communicating clearly with everybody; two-way feedback to have constructive information to improve existence of poor communication. Another method used to implement effective communication is that every individual in the team has been informed clearly about their responsibility and job role to eliminate confusion and conflict.
j) How did you gain commitment to implement the plan?
Awareness about the growing technology, its major advantages towards increasing performance of organization has infested sense of commitment to implement the plan of change management. To gain the committed team, investigation of needs and expectation of employee been done along with establishing effective communication, fostering cultural collaboration and reward according to performance has been carried out.
k) What methods were used to gather feedback from relevant stakeholders about the implementation?
Feedback surveys have been done to collected perception and response of stakeholders relevant to the performance of the organization due to the implementation of automation technology within business. Employee’s official contacts along with Usability test and customers emails forms also been undertaken to gather feedback information.
Perform the risk assessment of the potential risk activity
|Information required for the catalogue is not received||yes||nil||yes||nil|
|Printer not delivered on time ||yes||nil|
|Key staffs unavailable||nil||yes||yes||nil|
|Desktop publisher may not be skilled to format new design||yes||nil||yes||nil|
|No supply of enveloping as store person was un-notified about mail-out ||nil||yes||nil||yes|
|Not much time to allocate and activity is not completed in time for that day post’s||yes||nil||yes||nil|
|Photocopier may break-down||nil||yes||nil||yes|