Question

(please help me to answer the last 11 questions, just need simple answers, approx 1 paragraph on each questions, many thanks)

Case Study

ABC Company sells a range of exclusive products across Australia through 1 online and 100 retail stores. The organisation is committed to:

- Offer innovative product solutions and meet the changing needs of customers

- Providing high quality and innovative products and services to customers

- Deliver great customer service

- Employing professional and enthusiastic staff

- Adopting sustainable work practices and provide ‘green’ products

- Undertaking continuous improvement processes

Now, you work as one retail store’s Team Manager and you manage 3 Administrative Officers. You have received the role of Administrative Officer’s job description from HR.

Job Tile: Administrative Officer

Reporting to: Team Manager

Salary: $42,000 p.a. + 9.5% superannuation

Hours: 38 hours per week

Location: Head office

Purpose of the position

Performs administrative and office support activities for the Customer Support team. Duties may include fielding telephone calls, receiving and directing visitors, word processing, creating spreadsheets and presentations, and filling. Extensive software skills are required, as well as internet research abilities and strong communication skills.

Responsibilities and duties

1. Store, organise and manage customer files

2. Provide administrative support to the Customer Support team

3. Manage and distribute information within the Customer Support office. This includes sending and receiving correspondence, answering phones and responding to electronic communication via email or the customer support web site.

4. Scheduling appointment and preparing presentation materials

5. Talking dictation or recording the minutes of meetings

6. Relieving at the main reception desk

Key performance indicators

1. Maintain a log for all information distributed in the Customer Support team

2. Ensure customer support records are filed and maintained on a daily basis

3. Provide prompt and reliable administrative support to the Customer Support team

4. Maintain confidentiality when taking minutes for executive meetings

5. Work effectively with the executive administrative support team in relieving duties

Required knowledge and skills

• Complete Certificate III in Business Administration or higher qualifications

• At least 1-year customer service experience

• Knowledge of customer service principles and practices

• Excellent written and verbal skills

• Excellent interpersonal skills including the ability to deal with external customers

• Proficiency in CRM systems

• Proficiency in MS Office applications

• Keyboarding skills at a minimum 30 words per minute with 98% accuracy

• High personal standards

For this Case Study, you are required to explain each of these points for this particular scenario, in essay or report format. It is expected that you will write approximately 1 paragraph on each point.

1. Encourage the Administrative Officer and foster an understanding of the purpose, role and responsibilities

2. How you will identify and resolve any problems that arise​

3. You will provide feedback to encourage, value and reward the Administrative Officers

4. You will model the desired behaviours and practices that you expect from your staff

5. Develop a policy and a procedure that will ensure the team members take responsibility for their own work and assist others to undertake required roles and responsibilities, (suggested task relieving reception)​

6. Establish a process to address issues and resolve performance issues (suggested task create & maintain a Log for the ​for all information distributed in the Customer Support team)

7. Conduct a weekly support team meeting to discuss and gain agreement on expected performance outcomes including how the formal and informal learning opportunities will be provided​

8. Develop a performance plan for one Administrative Officer with KPIs, outputs and goals to incorporate input from stakeholders​

9. Request your Administrative Officer to present and communicate effectively with key stakeholders about the team performance plans and this week’s team performance

10. Organise for two-way flow of information between team and management relevant to that team performance​

11. Evaluate and take necessary corrective action regarding any unresolved issues, concerns and problems raised by internal or external stakeholders that relate to this week’s team’s performance. (Give at least 1 example of an unresolved issue & the what corrective solution they propose).​

Answer 1

1. Encourage the Administrative Officer and foster an understanding of the purpose, role and responsibilities

A. As a Team Manager I would like to take daily routine morning meetings greetings them healthy life and starting the day with a smile so that they feel relaxed without any hesitation of work pressure I recommend them to start with recalling pending work and today's task in short. While recalling work done previously correctly I would like to take a moment and appreciate the concerned person responsible for task completion plus I would make a positive pressure for pending work completion at the earliest maintaining both encouraging the officers plus making them understands their roles and responsibilities effeciently.

2. How you will identify and resolve any problems that arise.

A. As a ​team manager its my responsibility to take care of my team at every moment, because its my responsibility to identify and resolve any problems that arise. If the problem is internal then it should be came to notice immediately because being a customer interacting retail stores we must not have any barriers within us which could cause reputation or good will to go downward. So it is prime duty of a manager to manage every flaw or arising problem effeciently at the earliest. I will observe any unusal behavior or keep in continues touch of team other than from formal talks I will try to comfort them with little casual talks so that they feel free to share any working problems.

3. You will provide feedback to encourage, value and reward the Administrative Officers

A. By receiving daily updates on work by administrative officers I will directly give them feedback on their work by explaning how to increase performance effectianly and by listening their point of views on certain matters and applying them even partially could boast their performance as it serves as a system of recognition and giving their thoughts value and rewarding them with monetary aspects.

4. You will model the desired behaviours and practices that you expect from your staff

A. Key to expect good & prompt behaviour from staff is to give them equal respect and way of conduct also determine the best outcome from them, good touch with staff and sharing responsibilities effeciently between all, timely appriciation on good work done by them, and rectifying mistake by making them understand it.  

5. Develop a policy and a procedure that will ensure the team members take responsibility for their own work and assist others to undertake required roles and responsibilities, (suggested task relieving reception).

A. Policy and Procedure to take responsibilities of their work, Task - Relieving Reception:

(1). Keep Reception clean and accomdable for walking customers

(2). In case of rush and urgency hours attending customers is not only limited to receptionist, officers can assist them by taking responsibilities and giving a break from work sometimes.

(3). Completing work on time and providing customers good service by assisting them with products selection and maintaining good relations with customers. ​

6. Establish a process to address issues and resolve performance issues (suggested task create & maintain a Log for the ​for all information distributed in the Customer Support team)

A. Process to Address issue & resolve performance issues are:(1)identifying issues,(2)gathering information(3)planning action(4)applying neccessary decisions(5)resolving issues(6)taking feedbacks on resloved issues.

7. Conduct a weekly support team meeting to discuss and gain agreement on expected performance outcomes including how the formal and informal learning opportunities will be provided​

A. Weekly meetings can be arranged for the betterment of all allocated task to every employees, weekly agendas are very much likely be counted as performance evaluation process, formal and informal learning opportunities will be made available through formal gatherings and team meetings at onces, support team can assist other with their works in time of need.

8. Develop a performance plan for one Administrative Officer with KPIs, outputs and goals to incorporate input from stakeholders​

A. Performance Plan for Administrative officer is:

Based on Key Performance Indicator like sales target, market target achievement analysis etc, how a officers contribution to work is effective in acheiving measurable key buisness objectives. what task allocated specially by stakeholders/owners.

Performance Plan also inculdes Monthly, Quaterly and yearly targets performance.

9. Request your Administrative Officer to present and communicate effectively with key stakeholders about the team performance plans and this week’s team performance

A. I would draft a mail for this process

Dear "Admin"

Greetings!!!

I would like to discuss an imporatant task that you must perform on behalf of me at the coming conference meeting of directors,

Task Involves - To submit a persentation on team performance plan and this week's team performance analysis, also prepare and communicate with the help of data provided by the team and making a presentable chart of performance.

I ask you to be very crips and clear with words to avoid over time consumption, It will be appreciable if the presentation is prepared before hand and checked by me.

Note : Data for compilation is attached.

Regards

Team Manager

10. Organise for two-way flow of information between team and management relevant to that team performance

A.​ The two way flow of information between team and management relevant to that team performance is making a full team performance presentation of the alloted task and target achieved by the staff, presenting it in front of managemnent for performance review on behalf of team, Team managers is the key briged for all the communication and flow of information that is a two way in respect to being voice of team and assistance of management orders.

11. Evaluate and take necessary corrective action regarding any unresolved issues, concerns and problems raised by internal or external stakeholders that relate to this week’s team’s performance. (Give at least 1 example of an unresolved issue & the what corrective solution they propose).​

A. Unresolved Issue - Expenses occured in delivery of products this week is very alarming as the cost incurred is higher side.

For Examples : By some unavoidable circumtances the product packing is damaged in transportation and again the whole packing cost is re-occured making expenses on this products heavy,

Solution - Transportation error are vary rare and conditional but still proper experts handling recommendate, hence rechecking of product packing is done to avoid future accidents.