Assignment - Managing Business Activities to Achieve Results English Medium

Human Resource Management Institute (HRMI)Edexcel BTEC HND in Business – HRM –Management

Unit No/Title: Unit 15/ Managing Business Activities to Achieve Results Unit Code: J/601/0946

Assignment No: 1/1 Assignment Title: Managing Business Activities Grading Opportunities Available

Outcomes/ Grade Descriptors

LO 1.1

LO 1.2

LO 1.3

LO 2.1

LO 2.2

LO 2.3

LO 2.4

LO 3.1

LO 3.2

LO 3.3

LO 3.4


LO 4.1 LO 4.2 LO 4.3 LO 4.4 M1 M2 M3 D1 D2 D3

Date Set: 17th May 2014 Due Date: 21st June 2014

Date – Handover : ____________ Student ID: _____________ Student Signature: ______________

Contact Number : ____________ Submission Status: 1st Submission / Resubmission

Outcomes/Grade Descriptors Achieved (Please Tick)


LO 1.1

LO 1.2

LO 1.3

LO 2.1

LO 2.2

LO 2.3

LO 2.4

LO 3.1

LO 3.2

LO 3.3

LO 3.4


LO 4.1

LO 4.2

LO 4.3

LO 4.4

M1 M2 M3 D1 D2 D3

Comments

Assessor: Signature: ____________________ Date: __/__/__

IV Comments:

IV: Signature: ____________________ Date: __/__/__


HND in Business - HRMManaging Business Activities to Achieve Results – Unit 15 Page 1 of 23

GradePass Merit Distinction

Assignment No: 1/1 Assignment Title: Managing Business Activities

THIS IS AN INDIVIDUAL PIECE OF WORK AND YOUR ATTENTION IS DRAWN TO THE COLLEGE REGULATIONS REGARDING PLAGIARISM

ASSIGNMENT INSTRUCTIONS

You should submit the assignment on or before the deadline. This is a take home assignment. Submit a hard copy of the documentation and soft copies to be emailed to [email protected] A hard copy of the first page of this document to be attached to the assignment with your

details. All assignments should be spiral bound with BLACK hard board cover as the last sheet. Clearly label the CD’s with your Batch No and Student No, and attach it to the back cover of your

assignment.

REPORT WRITING GUIDELINES

1. Every assignment should have and Introduction and Conclusion.2. The standard Table of contents should be generated.3. Main heading Font: Arial; Size 16.4. Sub Heading Font: Arial; Size 14.5. Body Text Font: Arial; Size 11. 6. Line & Paragraph spacing: Single Line.7. Margins: Top: 1” Bottom:1” Left:1” Right:1”8. Header: Include the module name on Right side.9. Footer: Include the page number on the Right side.10. All sections should have continuity and pages should be clearly labelled.11. Referencing: Students are required to use Harvard referencing system. Clear referencing for all

the materials, books, articles, websites etc should be given in the following format: Books – Authors, year of publication, title, publisher & editor, page no URL – Complete address e.g http://www.abs.com/index/1234/xyz.asp...and Date Article, Journals – Author of the article, year of publication, title of the article, title of the

journal, volume and issue number of the article and page numbers


http://www.abs.com/index/1234/xyz.asp...and

mailto:[email protected]


Assignment No: 1/1 Assignment Title: Managing Business Activities

Statement of Authenticity:

I /we certify that this is my /our own work. The work has not, in whole or in part, been presented

or published elsewhere. Where material has been used from other sources it has been properly

acknowledged. If this statement is untrue I / we accept that I / we have committed an assessment

offence.

…………………………………………………………..

Registration Number

…………………………………………….

Signature


Assignment :

Recommended word count for the total assignment is : 7,000

Select an organization of your choice and explain the following with sufficient justification and

amplification.

1. You need to make sure that the organization is profitable and delivers satisfaction to all stakeholders. In order to achieve this end, there must be goals and objectives from top to bottom. Propose a mechanism to ensure that organizational goals and objectives are met. Comment on the contribution of the quality process to organizational success.

2. Assume that you are a senior manager in your company. (either Production or Marketing). You need to establish SMART goals for yourself and state what kind of plans you will have to ensure that you perform effectively and efficiently in your role. Provide details.

3. You are keen to transform your organization into a culture where quality, innovation and waste are of top-most importance. How will you achieve this? State systems, practice, tools and techniques that could be of use to you.

4. State how you will conduct a risk assessment in relation to health and safety in your organization. Evaluate existing H/S polices to recommend possible development proposals.


Feedback LO Achieved /

Not Achieved

Comments

1.1

1.2

1.3

2.1

2.2

2.3

2.4


3.1

3.2

3.3

3.4

4.1

4.2

4.3

4.4


Criteria for MERITIn order to achieve a merit the learner must:

Possible evidence Feedback

M1Identify and apply strategies to find appropriate solutions

Effective approach to study and research has been applied

M2Select/design and apply appropriate methods/ techniques

A range of sources of information have been used to access the information including journals, company websites etc.Relevant theories and techniques have been applied to discuss the learning outcomesComplex information has been synthesized

M3Present and communicate appropriate findings

Assignment contains clearly defined objectives, rationale, recommendations and is presented in a clear, structured format.Appropriate technical language is used to communicate the findings with all critically evaluated ideas.Maintaining the specified world count

Criteria for DISTINCTIONIn order to achieve a distinction the learner must:

Possible evidence Feedback

D1Use critical reflection to evaluate own work and justify valid conclusions

Learners must introduce new ideas, suggestions on their own to justify the conclusions that they makeSelf – criticism has been taken place

D2Take responsibility for managing and organizingActivities

Activities have been managed including time managementAutonomy and independence has been demonstrated by the learner

D3Demonstrate convergent/lateral/creativeThinking

Self-evaluation has taken placeReceptiveness to new ideas is evident, whenever necessaryEffective thinking has taken place in organizing the course work


01. You need to make sure that the organization is profitable and delivers satisfaction to all stakeholders. In order to achieve this end, there must be goals and objectives from top to bottom. Propose a mechanism to ensure that organizational goals and objectives are met. Comment on the contribution of the quality process to organizational success.

To prepare this documentation I am using my experience in an organization of group of restaurants branded as ‘Dennys’ as a server in my stay at the United States Of America for two years .In explaining and proposing a mechanism to ensure that the organization is profitable and delivers satisfaction to all the stake holders we first need to get an idea of the organization And this cooperation describe itself as mentioned below,

“Denny's is America's diner. This is where Americans have come for over 60 years now to sit back, relax, and enjoy delicious, hearty meals 24/7, every day of the year. From breakfast anytime to satisfying lunches and dinners, if you're in the mood for it, chances are we're serving it. Denny's is always open, always welcoming and always serving up hearty diner food along with a mug of fresh hot coffee. So come on in anytime, park yourself in a comfortable booth, take a seat at the counter, whatever you want, because it won't take you long to understand why we're truly America's diner.

The Denny’s family is in many ways as diverse as the general population. As of 2014, minorities make up 63% of Denny's total workforce and 44% of our overall management. The board of Denny’s Corporation consists of 11 directors of whom 45% percent are minorities and women. In fact, Denny's diversity progress has been widely acknowledged by civil rights leaders, community groups, and many publications, including Hispanic Business, Black Enterprise, Asian Enterprise and Family Digest. Fortune even ranked Denny’s in its list of "America’s 50 Best Corporations for Minorities" two years in a row. Everyone at Denny’s may be unique but we share a common goal - we care. And therein lies our strength. (http://dennys.com/#/about)

And also Denny's is the franchisor and operator of one of America's largest franchised full-service restaurant chains, based on number of restaurants. Denny's currently has almost 1,700 franchised, licensed, and company restaurants around the world with combined sales of $2.5 billion including 100 restaurants in Canada, Costa Rica, Mexico, Honduras, Guam, Curaçao, Puerto Rico, Dominican Republic, Chile, El Salvador and New Zealand.

In order to make the above mentioned organization more successful and profitable to all stake holders I propose a mechanism to ensure that organizational goals and objectives are met as described below and also the contribution of the quality process to organizational success. A process is a Sequence of interdependent and linked procedures which, at every stage, consume one or more resources (employee time, energy, machines, money) to convert inputs (data, material, parts, etc.) into outputs. These outputs then serve as inputs for the next stage until a known goal or end result is reached. To make sure a quality process is taking place there must be goals and objectives from top to bottom.

When establishing a goals and objectives We have to consider about the SMART Theory and also we have to make sure to do a SWOT analyses to scan the environment.As we have learnt from the unit an objective that follows SMART is more likely to succeed because it is clear (specific) so you know exactly what needs to be achieved. You can tell when it has been achieved (measurable) because you have a way to measure completion. A SMART objective is likely to happen because it is an event that is achievable. Before setting


a SMART objective relevant factors such as resources and time were taken into account to ensure that it is realistic. Finally the timescale element provides a deadline which helps people focus on the tasks required to achieve the objective. The timescale element stops people postponing task completion.

By setting the goal to become the number one dinner in America the first SMART objective I am going to propose for Denny’s diner is to reduce the customer complaints by 10% by the end of the year 2015.

And also by setting the goal to expand the market presence of Denny’s dinner my second SMART objective for Denny’s is to locate 15 new branches in around the world by the mid of the year 2017.

In the process of achiving these goals and objectives it is important to do a SWOT analysies and be familier with the current situation of this company.Any organization that wishes to succeed in their market, needs to analyze their competitor's strategies. Competitor analysis is a vital part of the marketing planning process. A strong competitor can hinder business success, even lead to business failure. Competitor analysis helps firms to anticipate their competitor's actions and exploit competitor's weaknesses. It also helps firms to identify their firm's unique selling points, so that these can be promoted in marketing campaigns. Competitor analysis is an ongoing task, as successful competitors will continuously develop their marketing strategies, in response to changes in the market place.so in the proses of achieving the goals and objectives that I have mentioned above my first step would be doing the SWOT analyses for the organization. And with regard to the SWOT analyses stated in a graph below we can make the company more successful and profitable by recognizing our company strengths , weaknesses , opportunities and threats while in the process to achieve above mentioned goals and objectives.

Denny’s resturants Strengths

Strong management Pricing power Financial leverage Cost advantages Supply chane Customer loyality Unique products

Denny’s resturants Weeknesses

Old shool High Debt Burden work Interffiencies High staff turnover Less training to the staff


Oppertunities

Floating market New products International expantion More Freanchisees

Threats

Bad economy Intense competition Change in tastes

In Order to become the number one in customer satisfaction by reducing customer complaints by 10 % by the end of 2015 Denny’s cooperation will

1. Test the Service and train the employers accordingly

To prevent and reduce customer complaints, it helps to know what potential problems the customer may have. If you know the root cause of the problem, you can take steps to fix it before the customer complains. The high level management should play the part of a customer to test out the service of the organization. Doing so allows employees to see how customers view the organization. This also offers the ability to identify any potential issues that may lead to complaints.

2. Setting Expectations about the restaurant

Certain customer complaints may be due to high expectations or expecting more than your organization can offer. By letting customers know what to expect, employees can reduce the number of complaints. To do this effectively, employees must be able to meet the expectations that are set. This may be accomplished by under promising and over delivering, which means setting slightly lower expectations so that you can easily exceed them.

3. Allow Feedback

Proving the customers with a way to offer feedback about your organization is an effective way of reducing complaints. This may be done in a variety of ways in the Denny’s organization. Employees may directly ask the customer if all needs were met or if they were dissatisfied in any way. A feedback form may be given to customers or placed in a high-traffic area. Receipts can also include a URL witch is the official website of the restaurant or phone number where customers can offer feedback. So When employees receive customer feedback, acting on that feedback may reduce or prevent complaints and make it easier to achieve the goal and the objective of this company.

Customer complaints are an inevitable part of business, regardless of the steps we take to reduce them. So when the restaurant get a complaint, it's important to handle it properly so that you retain the customer. We can train the staff to Listen carefully to the complaint and repeat it back to the customer to make sure you understand the problem correctly. Apologize for the problem without making excuses for it and offer a resolution. And they should also thank the customer for bringing the problem to your attention. With this mechanism and points, we can achieve the goal I have mentioned above and make the company more successful.


To achieve the second goal and the objective I would recommend the below described methodology in expanding the market presence by opening 15 new branches globally buy mid-2017.

1. Increase the sales and products in the existing markets2. Develop a New Market expansion strategy3. Franchise or License4. Join Forces / Strategic Alliance5. Go Global

Denny’s have describe their global explanation as,“we will continue to gain share. We are America's Favorite Diner with an ambition to expand our comfortable, affordable and approachable platform around the globe.” (http://dennys.com/#/about)

In both above mentioned processes the organizations have to use strategies such as EIGHT OPPERTIVE STRATAGIES witch are,

Growth strategies Risk reducing strategies Diversification strategies Product/Service strategies Market strategies Organisation strategies Facilities strategies Financial strategies

Finally by looking at all the above processes and strategies that I have proposed above the contribution and the outcomes of the quality process we have proposed towards the organizational success will include,

Good customer satisfaction Low level of accidents Building a good reputation More profits A Good expansion to the market


2. Assume that you are a senior manager in your company. (either Production or Marketing). You need to establish SMART goals for yourself and state what kind of plans you will have to ensure that you perform effectively and efficiently in your role. Provide details.

Assuming that I am a senior manager in the Denny’s cooperation I would first do an environment scanning using a SWOT and PEST analysis about the company and also about myself in regard to set SMART goals for myself to ensure that I perform effectively as a manager.Environmental scanning is necessary because there are rapid changes taking place in the environment that has a great impact on the working towards goals and setting goals to be more efficient. So analysis of the environment helps to identify strength weakness, opportunities and threats. SWOT analysis is necessary for the survival and growth of every person to set goals and as well as every organization to be more successful by achieving these goals.The definition for SWOT analyses that I have found is,Situation analysis in which internal strengths and weaknesses of an organization, and external opportunities and threats faced by it are closely examined to chart a strategy. SWOT stands for strengths, weaknesses, opportunities, and threats. (http://www.businessdictionary.com/definition/SWOT-analysis.html)

Assuming that I am a senior manager of Denny’s company I have stated my own SWOT analyses bellow .

Internal Strengths

Can multi-task Leadership skills Dedicated to work Passionate about innovative ideas

and learning new things Self-discipline Flexibility Being sensitive Good listener and open minded

Internal Weaknesses

Bad time management Postponing deadlines Bad delegation capabilities Expecting to be perfect all the time Lack of experience as a manager poor communication skills

External Opportunities

Promotions in the company Training programs Other job opportunities available Growing technologies

External threats

Growing Competition Growing competitive pressure Changing social status Continues change in life style.


http://www.businessdictionary.com/definition/opportunity.html

http://www.businessdictionary.com/definition/strength.html

http://www.businessdictionary.com/definition/strategy.html

http://www.businessdictionary.com/definition/chart.html

http://www.businessdictionary.com/definition/opportunities-and-threats.html

http://www.businessdictionary.com/definition/organization.html

http://www.businessdictionary.com/definition/strengths-and-weaknesses.html

http://www.businessdictionary.com/definition/situation-analysis.html

Before setting up SMART goals it is also important to do a PEST analyses to the company and use that information in environmental scanning in order to take the business to a higher level and also to make my own self perform more effectively and efficiently with the SMART goals that I am going to establish for myself.

PEST analysis is ,“A type of situation analysis in which political-legal (government stability, spending, taxation), economic (inflation, interest rates, unemployment), socio-cultural (demographics, education, income distribution), and technological (knowledge generation, conversion of discoveries into products, rates of obsolescence) factors are examined to chart an organization's long-term plans. “ (businessdictionary.com/definition/PEST-analysis)

I have stated an example of a PEST analysis for Denny’s cooperation,

POLITICAL

Tax policies Labour policies Environmental policies Trade polices

ECONOMIC

Inflation rates Interest rates Currency exchange rates Current economic climate

SOCIAL-CULTURAL

Age demographics Lifestyle choices Population growth rate Change preferences

TECHNOLODGY

Impact of emerging technologies

Threats from competing technologies

Research and development Speed of data transfer

Now with regard of the above environmental analyses in below I have stated my SMART goals and my strategies of achieving the goals and to be more effective and efficient senior manager to the company in order to achieve company’s goals and objectives.

As the senior manager of Denny’s cooperation my smart goals are

1. To increase the customer base by 10% end of the year 2015.2. Hire ring new 2 assistant mangers and train them to be efficient by the end of year

2014 and improving my delegation capabilities.3. Conducting 2 training programs for the employers to become more efficient in

communicating and serving customers by the mid-2015 and improving my own communication skills at the same time with the training programs.

4. Setting three new goals for my section of the company and guiding my employers to be successful in those goals.

5. Completing 5 tasks very day without postponing for the rest of the year 2015 and track the time management improvement end of the year 2015

Above I have stated my SWOT analysis and in that one of my weaknesses is the lack of delegation capability.in odder to achieve my first and second Smart goals and to be more


efficient and effective as a senior manager I think one of the most necessary skills of management is delegation. And in order to take my delegating to the next level:

Before the end of year 2014 I would start delegating mission-critical tasks that I once did myself.

I will delegate tasks that I once did better and faster myself. I will set up reporting stages and mentorship reports for employees that have been

assigned complicated tasks that I once handled so that they can accomplish them successfully.

I will determine which tasks to delegate consciously while deciding how my time is best spent, so that task is not just delegated simply because it remains undone.

I will give my below management teams autonomous decision-making and spending authority, either individually or as a group.

With the second smart goal I have set to myself I will hire two new assistant mangers to delegate my work as I have mentioned above and I will also make sure that its happened wisely because I have realised my weakness in regarding delegation already. And also with this plan my organization will benefit directly because this can make my entire managing section more efficient. We have learnt that the key to management success is to learn to effectively delegate both the responsibility for completing assignments and the authority required to get things done. When we delegate work to employees, we multiply the amount of work we can accomplish while we develop our employees’ confidence, leadership and work skills. So this would be the plan for me to achieve the SMART goal I have set for myself in order to become a more efficient and effective manger to my company and also at the same time improving my weakness of poor delegation.

As I have mentioned in my fourth SMART goal witch will ensure more efficient management capabilities for myself. It is said that every employee needs goals to strive for. Not only do goals give employees direction and purpose, but they ensure that my employees are working towards the overall organizational goals. So in order to achieve this smart goal I would set specific and measurable goals with my employees, then regularly monitor their progress toward achieving them and also in the process I would also make sure to track my own success achieving the smart goals I have set out for myself..

As I have mentioned in my 5th SMART goal I would execute the below mentioned plan to improve my weaknesses I have mentioned in the SWOT analysis and become more efficient and effective to benefit my company.

1. Create a task list and prioritize the tasks

The late leadership guru and author Stephen R. Covey is best known for his Seven Habits of Highly Effective People. Perhaps the most relevant of Covey’s habits is Habit 3: Put Things First. “Prioritize, plan and execute your week’s tasks based on importance rather than urgency,” said Covey. “Evaluate whether your efforts exemplify your desired character values [and] propel you toward goals.”

So At the start of each day, I will create a task list. prioritize the top three most important things I need to do. If I have a seemingly insurmountable task list, I will consider dividing my day into two-hour blocks for each particular task

2. Do a time sheet for one week


Tracking my time is essential in order to identify where it’s being wasted. A time sheet is an effective way to do this. I will Create a table with five columns and include the following headings:

• Time – in this column, record the time I started the project• Activity description – give a brief of the type of work undertaken• Duration – give an approximate time spent working on the project • Category – write whether it is administration, email, budgets, etc.• Client/project – write the title of the project or client I am working for

At the end of the week, I will review my time sheet and rate myself. Look at where time is being wasted or not being spent effectively. How many minutes/hours in the day I am spending working on things that are actually bringing value to the business and improve myself as a efficient and effective manager ..

3. Commit to minimizing distractions

Facebook, Twitter, Instagram, LinkedIn…As we live in an increasingly digital world and it can be easy to let time fly while using social media and as a result I have identified myself as a victim of this situation. But I have to remember, time is money! Whether i have key performance indicators or not, as every employee is judged on effectiveness, attitude and the ability to get the job done.

achieving the goal I have set I will not let social media take over my life. I will Consider checking it just once a day and preferably at home in order to allow me to concentrate on what really matters in my work day – getting my work done without postponing them!

Finally as I have mentioned in my fifth smart goal, by executing the above mentioned plan I will improve my time management skills and therefore my effectiveness and efficiency as a manager to benefit my company

To conclude assuming that I am a senior manager in my company I will set the above five smart goals and work towards achieving them with identifying my strengths weaknesses opportunities and threats .And also I will execute the strategies and plans I have mentioned above and I will become an efficient and effective manager in my company in the process.


03.You are keen to transform your organization into a culture where quality, innovation and waste are of top-most importance. How will you achieve this? State systems, practice, tools and techniques that could be of use to you.

In order to transform my organization into a culture where quality, innovation and waste are top most importance I first need to understand the definition of a quality culture.

“ Quality culture is a set of group values that guide how improvements are made to everyday working practices and consequent outputs’’ ..

Harvey and Green (1993) outlined the nature of quality culture, which was seen, at the time, as a function of manufacturing industry: A culture of quality is one in which everybody in the organization, not just the quality controllers, is responsible for quality. A central feature of such organizations are that each worker or team of workers is both a customer of, and supplier to, other workers in the organization: they form a chain of internal customers and suppliers. It is the responsibility of each unit to ensure the quality of their own work. The emphasis is on ensuring that things are ‘done right first time’. When they are not then the process that has led to an unsatisfactory output is analyzed so that corrections can be made in the process to ensure that the problem does not arise again. In a quality culture there is no need to check final output. Indeed to do so, is to shift responsibility away from those involved at each stage.

As an example of an organizational culture I can state southwest airlines with doing a little research. They describe it as,

“Its relaxed culture can be traced back to unconventional CEO Herb Kelleher, who encourages informality and wants staff to have fun at their jobs. Employees are valued, with Kelleher acknowledging births, marriages and deaths by notes and cards. Staffs are encouraged to pitch in and help out, especially at check-in, giving Southwest turnaround times less than half the industry average.’’

And also when we look at Starbucks, the ubiquitous coffee seller faced decreasing operating margins, driven by several factors including declining customer satisfaction ratings. So in January 2008, its board asked founding CEO Howard Schultz to return to that role and lead a transformation. Schultz quickly communicated a new corporate strategy firmly tied to improving the quality of the customer experience. Starbucks applied renewed rigor and discipline to all areas of its business, focusing deliberate attention on inspiring employees and business partners with messages emphasizing a return to the company's original values. While still a case in progress, Starbucks' 2009 annual report points to measurable improvements in service quality, beverage quality, and store condition, a 10 percentage point increase in customer satisfaction, and an increase in operating margins for the first time in more than five years. From this (and similar) examples, they glean three success factors:

1.A quality transformation requires adopting a strategic mindset towards quality. Quality organizations are not traditionally strong drivers of corporate strategy; in many cases, there may be no clear quality strategy that is communicated throughout the company. Just as Starbucks emphasized the importance of quality to the firm's new direction, we believe best-in-class organizations not only must have an explicit quality strategy, but also must seamlessly integrate quality into their enterprise strategy. They must consistently prioritize


http://www.evancarmichael.com/Worksheets/7-Create-Your-Pitch.php

quality against competing objectives and align all functional activities towards common quality goals. The degree to which an organization's quality and functional strategies align with its enterprise strategy will dramatically impact the organization's focus and effectiveness on all quality initiatives.

2.Embedding high quality performance as part of a firm's DNA requires inspirational and capable leadership. Clearly, Howard Schultz's return to the helm of the company he founded was a critical element to its transformation. Some companies have even appointed a Chief Quality Officer to raise the significance of quality in the organization and to lead change. But regardless of the level or title, this leader must be capable of communicating the quality strategy across all levels of the organization. As corporate quality takes on a new role, it will face potential organizational resistance-and in many cases only a charismatic champion will be successful in overcoming these barriers. While support from the top is an obvious necessity, the individual's ability to gain support from the rest of the company will be a key determinant of success.

3.In order for a firm to truly embrace a dedication to higher quality as part of its culture, employees at all levels need to perceive that something has, in fact, changed. Specifically, leadership across the organization must demonstrate that expectations regarding quality have changed. Now, there must be a new level of discipline with regard to quality deliverables at project milestones, new observed criteria by which employees are rewarded and promoted, and a change in which metrics are tracked rigorously. This appears to be the case in the Starbucks example -- with the change being a successful application of standards and values of the past -- and that may become Toyota's objective as well.

As I have described above with examples and definitions, Although cultural change is recognized as important to total quality improvement, many manufacturing companies fail to achieve the level of change desired. One primary reason for this is the inability to fully understand where their problems lie and the nature of these problems. Research was undertaken into seven elements of quality culture ‐ senior management leadership, employee involvement and empowerment, supplier partnership, customer focus, teamwork, effect of chief executive and open corporate culture.

So in order to overcome the above mentioned problems I also need to look into an approach to get the desired outcome of a quality culture for the company. In explaining this we need to discuss about different types of approaches for qulity,

1. Application of TQM2. Quality circle (QC)3. KIZEN ( Gradual improvement )

The act of overseeing all activities and tasks needed to maintain a desired level of excellence. This includes creating and implementing quality planning and assurance, as well as quality control and quality improvement. It is also referred to as total quality management (TQM).


Recent research on total quality management has examined the relationships between the Total quality management and organizational effectiveness. Many researchers have examined the link between total quality management (TQM) and organizational effectiveness. It has been observed that effective TQM implementations improve organizational effectiveness, long-term profitability and financial returns. Also, higher intensity of TQM practices results in improved quality performance. In a review of the literature covering the relationship between TQM and organizational effectiveness, we can identify two competing arguments. The first argument suggests that TQM is positively related to organizational effectiveness because it establishes a system and culture that will provide a fertile environment for organizations to grow. The opposing argument states that the implementation of TQM principles and practices could hinder organizations from being innovative in their management approach. There is a growing body of empirical research supporting a direct relationship between the adoption of Total Quality Management (TQM) and improved organizational effectiveness. Content of TQM are distinguished based on the issue of two business management orientations: customer orientation and process orientation. In customer orientation approach, organizations are focusing to gain a market advantage where they can perform better than their competitors in terms of attracting and retaining more customers with distinguished products and charge an optimum price.so in conclusion application of TQM to our organization will take the it to the desired change towards its success.

Quality Circle

The impact of Quality circle towards employees and organization has become very important for improving a firm's process capabilities in order to achieve fit and sustained competitive advantages. A quality circle is a participatory management technique that enlists the help of employees in solving problems related to their own jobs. In their volume Japanese Quality Circles and Productivity, Joel E. Ross and William C. Ross define a quality circle as "a small group of employees doing similar or related work who meet regularly to identify, analyze, and solve product quality and production problems and to improve general operations. The circle is a relatively autonomous unit (ideally about ten workers), usually led by a supervisor or a senior worker and organized as a work unit." Employees who participate in quality circles usually receive training in formal problem solving methods. Such as brainstorming,


http://www.referenceforbusiness.com/knowledge/Autonomy.html

pareto analysis, and cause and effect diagrams. And then are encouraged to apply these methods to either specific or general company problems. After completing an analysis, they often present their findings to management and then handle implementation approved solutions.

Kaizen is based on the philosophical belief that everything can be improved: Some organizations look at a process and see that it's running fine; Organizations that follow the principle of Kaizen see a process that can be improved. This means that nothing is ever seen as a status quo – there are continuous efforts to improve which result in small, often imperceptible, changes over time. These incremental changes add up to substantial changes over the longer term, without having to go through any radical innovation. It can be a much gentler and employee-friendly way to institute the changes that must occur as a business grows and adapts to its changing environment. Because Kaizen is more a philosophy than a specific tool, its approach is found in many different process improvement methods ranging from Total Quality Management (TQM), to the use of employee suggestion boxes. Under kaizen, all employees are responsible for identifying the gaps and inefficiencies and everyone, at every level in the organization, suggests where improvement can take place.

Kaizen aims for improvements in productivity, effectiveness, safety, and waste reduction, and those who follow the approach often find a whole lot more in return:

Less waste – inventory is used more efficiently as are employee skills.

People are more satisfied – they have a direct impact on the way things are done.

Improved commitment – team members have more of a stake in their job and are more inclined to commit to doing a good job.

Improved retention – satisfied and engaged people are more likely to stay.

Improved competitiveness – increases in efficiency tend to contribute to lower costs and higher quality products.

Improved consumer satisfaction – coming from higher quality products with fewer faults.

Improved problem solving – looking at processes from a solutions perspective allows employees to solve problems continuously.

Improved teams – working together to solve problems helps build and strengthen existing teams.

To conclude as a keen person to transform my organization into a culture where quality, innovation and waste are of top-most importance I will use the above discussed systems, practices, tools and techniques that is a great use to me to meet the objectives of my organization and is also been proven successful in the entire world.


04. State how you will conduct a risk assessment in relation to health and safety in your organization. Evaluate existing H/S polices to recommend possible development proposals.

As a part of managing the health and safety of My organization we must control the risks in

my workplace. To do this we need to think about what might cause harm to people and

decide whether we are taking reasonable steps to prevent that harm. This is known as risk

assessment and it is something we are required by law to carry out.

A risk assessment is not about creating huge amounts of paperwork , but rather about

identifying sensible measures to control the risks in your workplace. we are probably already

taking steps to protect our employees, but our risk assessment will help us decide whether

we have covered all we need to. Thinking about how accidents and ill health could happen

and concentrate on real risks – those that are most likely and which will cause the most

harm.

For some risks, other regulations require particular control measures. our assessment can

help you identify where we need to look at certain risks and these particular control

measures in more detail. These control measures do not have to be assessed separately but

can be considered as part of, or an extension of, our overall risk assessment. As we have

learnt there are five steps of risk assessment

Identify the hazards

Decide who might be harmed and how

Evaluate the risks and decide on precautions

Record your significant findings

Review your assessment and update if necessary

Step 1: Identify the hazards

In order to identify hazards you need to understand the difference between a ‘hazard’ and ‘risk’. A hazard is ‘something with the potential to cause harm’ and a risk is ‘the likelihood of that potential harm being realised’.

Hazards can be identified by using a number of different techniques such as walking round the workplace, or asking your employees.


Step 2: Decide who might be harmed and how

Once you have identified a number of hazards you need to understand who might be harmed and how, such as ‘people working in the warehouse’, or members of the public.

Step 3: Evaluate the risks and decide on control measures

After ‘identifying the hazards’ and ‘deciding who might be harmed and how’ you are then required to protect the people from harm. The hazards can either be removed completely or the risks controlled so that the injury is unlikely.

Step 4: Record your findings

Your findings should be written down it’s a legal requirement where there are 5 or more employees; and by recording the findings it shows that you have identified the hazards, decided who could be harmed and how, and also shows how you plan to eliminate the risks and hazards.

Step 5: Review your assessment and update as and when necessary

You should never forget that few workplaces stay the same and as a result this risk assessment should be reviewed and updated when required.

In Denny’s there are health and safety regulations that every employee should understand and comply with. I have attached here the health and safety policies in the organization I have discussed above.

And in conclusion My recommendation for Denney’s restaurant regarding the health and safety is that they need to conduct and train the employees about the safety issues by doing activities such as workshops witch will create the awareness.



REFERENCE

Common Customer Service Complaintshttp://www.dennys.com/#/specialshttp://smallbusiness.chron.com/project-management-reduce-customer-complaints-35110.htmlhttp://www2.qsrmagazine.com/articles/features/125/global_markets-1.phtmlhttp://www.businessdictionary.com/definition/SWOT-analysis.html: http://www.businessdictionary.com/definition/PEST-analysis.html#ixzz3EgzMXg5whttp://business.lovetoknow.com/wiki/Sample_Resume_Objectivehttp://www.itbdigital.com/opinion/2012/09/20/5-easy-steps-to-improve-your-time-management/www.investopedia.com/terms/q/quality-management.asphttp://www.qualityresearchinternational.com/glossary/qualityculture.htmhttp://www.referenceforbusiness.com/small/Op-Qu/Quality-Circles.html#ixzz3TUVvoP7i


http://www.referenceforbusiness.com/small/Op-Qu/Quality-Circles.html#ixzz3TUVvoP7i

http://www.referenceforbusiness.com/small/Op-Qu/Quality-Circles.html#ixzz3TUVvoP7i

http://www.qualityresearchinternational.com/glossary/qualityculture.htm

http://www.investopedia.com/terms/q/quality-management.asp

http://www.itbdigital.com/opinion/2012/09/20/5-easy-steps-to-improve-your-time-management/

http://www.itbdigital.com/opinion/2012/09/20/5-easy-steps-to-improve-your-time-management/

http://business.lovetoknow.com/wiki/Sample_Resume_Objective

http://www.businessdictionary.com/definition/SWOT-analysis.html

http://www2.qsrmagazine.com/articles/features/125/global_markets-1.phtml

http://smallbusiness.chron.com/project-management-reduce-customer-complaints-35110.html

http://smallbusiness.chron.com/project-management-reduce-customer-complaints-35110.html

http://www.dennys.com/#/specials

http://smallbusiness.chron.com/common-customer-service-complaints-2039.html

Assignment - Managing Business Activities to Achieve Results English Medium

Documents

assignment title

j6010946 assignment

home assignment

managing business activities

date article

page numbers unit notitle

date handover

resultsunit code