[Document

title]
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[COMPANY NAME]

[Document subtitle]

Table of Contents
Part-A..........................................................................................................................................................1
AC 1.1, 1.2, 1.3:..........................................................................................................................................1
AC 1.4:........................................................................................................................................................2
Techniques used by Google to Improve Staff Performance:........................................................................2
AC 2.1(P 5)..................................................................................................................................................3
Writing a Memo:.........................................................................................................................................3
AC 2.2 (P6).................................................................................................................................................4
Types & Levels of Communication:............................................................................................................4
AC 2.3 (P7).................................................................................................................................................5
Time Management Strategies:.....................................................................................................................5
AC 3.1 (P8).................................................................................................................................................6
Roles of people in a Team............................................................................................................................6
AC 3.2 (P9).................................................................................................................................................7
Team Dynamics:..........................................................................................................................................7
AC 3.3 (P10)...............................................................................................................................................8
Increase Customer Satisfaction as Duty Manager........................................................................................8
Part D..........................................................................................................................................................9
AC 4.1 (P11)................................................................................................................................................9
AC 4.2 (P 12).............................................................................................................................................11
Developing a Strategy for Solving a Certain Problem:..............................................................................11
AC. 4.3 (P13)............................................................................................................................................12
Advantages and Disadvantages of Confrontation Strategy:.......................................................................12
References.................................................................................................................................................14

Part-A
AC 1.1, 1.2, 1.3:
Responsibilities and How Effectively Meeting the Recommendation for
Performance

Objectives (AC 1.2)

Improvements (AC 1.3)

Objectives (AC 1.1)

Train

subordinators

more

to

ensure

security

in

the

to

I can suggest to hire the

Placing security guards

responsibilities.

and

in

with

duty

deal with customers.

Reasonably effective

the

perfect person for the require

mechanisms

throughout the store.

Reasonably effective

Keep

some

workers

only

for

cleaning

assure

cleanliness

the

recruitment manager so that

environment time to
time

me,

workers to learn how to

workplace by proper

Checking

Connect
manager

the

maintenance

for existing and new

customer satisfaction.

Ensure high level of

Start training session

the

activities
Reasonably effective

exact

Rewarding

outlet
Providing

the

best

Authorize me to call a

motivation to make a

work, provide benefits

meeting in every week to

positive

and facilities
Reasonably effective

communicate properly with

Interaction with every

healthy work environment.

working

environment
Develop

perfect

communication

worker,

system

careful

the workers to make a

becoming
about

thoughts,

their
advices,

necessities.

AC 1.4:
Techniques used by Google to Improve Staff Performance:
1. Free Food: Google offers free gourmet meals to all its employees at any of the company's 11
gourmet cafeterias, at its Mountain View and New York campuses as well as satellite offices.
2. Childcare in Offices: Google compromises child care benefit in its Mountain View Campus.
3. Health Care: Google gives 100% health and medical services to its workers and their clan.
What's more, on location doctors and dental specialists are accessible at Mountain View.
4. Transportation: Google works free, Wi-Fi-empowered shuttle facilities to numerous San
Francisco, East Straight, and South Cove areas.
5. Clothing & Dry Cleaning: Staffs can do clothing for free of cost in googles washers and
dryers.
6. Sport: Googles Employees can work out in the sports center, play some games of their choice,
and even get an expert back rub.
7. Allowing Pets: Google is exceptionally amazing in its approach that permits employees to
bring their pets to the office on condition that pets are sensibly mannered and home trained.
8. Creative Time: Google inspires its engineers to apply 20% of their work time on tasks that
concern them. This system not just makes engineers delighted in what they do and keeps them
tested, additionally gives some great business chances to the organization. (Wright, 2008)

AC 2.1(P 5)
Writing a Memo:
KFC

Name: X Anderson

Date: 3rd August, 2014

To:

All colleagues of KFC

From:

X Anderson, Duty Manager

Address: Martineau Place, Birmingham

Subject: Solutions to Different Work Based Problems

It has come to our concern that work based problem regarding maintaining time schedules by
each staffs in the store as some staffs did not report timely whether they are starting work on the
time or canceling his/her shifts. Again some staffs use official telephones for their personal use.
Another problem is the staffs are refunding without taking any receipt.
To solve those problems, we have to use confrontation strategy. We have to talk with the staffs
directly about the problem and go to the depth of the problem so we can know the reasons why
they are doing so. Then the solution should be published and every staffs should know that. By
doing this, we can collect their opinion and how dedicate they are to rectify their mistakes.
Thank you for your cooperation.
Yours Faithfully,
X Anderson

AC 2.2 (P6)
Types & Levels of Communication:
In KFC the staffs made communication in various ways. These communications are classified in
two types. They are described below:
A. Communication between staff and customers
Communication amongst staffs and customers is a prime part in KFC. The staff is overall
prepared and skilled. When the staffs are satisfied with their work atmospheres, they can serve
the customer well. Manager must likewise influence members to manage clients to stay away
from any gender discrimination. The communication gets to be better by making a positive
atmosphere. The workers would attempt to comprehend the issues of clients. New workers
should learn from old workers.
B. Organization communication
Interpersonal Communication the first one. This is any sort of communication between two
individuals, and just two individuals.
The second one is Little Group Communication. Little Group communication is any sort of
communication inside a team or a group. The way to the group communication is that everybody
is taking part in the conversation.
One-to-Group communication is the third one. This is communication from one individual to a
group of individuals.
Mass communication is the last one. Mass communication is communication managed to an
extensive crowd of people instantaneously, generally electronically. (Essays., 2013)

AC 2.3 (P7)
Time Management Strategies:
Pareto Principle
It is also known as 80-20 rule framed by Vilfredo Pareto genuinely known as Pareto Principle.
Pareto says that the large number of effect in anything originates from a little extent of actions,
individuals or labor. The statement was focused around analytical information in Italy. More than
80% of the area was possessed by 20% of the public. Furthermore 80% of output from these
grounds originated from 20% of those people working on it.
This 20% people who got things successful were more effective, managed time well and efficient
in operations for the most maximum control. In light of this theory, the management of time
guides and mentors encouragement to concentrate on the 20% of actions or jobs that are most
paramount to general achievement.
Maslow's Theory
An alternate time management theory which is exceptionally renowned was established by
Abraham Harold Maslow. He instructs the criticalness of corresponding time management by our
different needs as people, and coordinating everything into a feeding complex.
If the effective utilization of time supports us meet advanced objectives of satisfaction,
devoutness and welfare, we see it as supportive. Yet in light of a legitimate concern for more
superior effectiveness, if one relinquish greater things like reason, importance and fulfillment
with his life, then it is a disputable triumph.
Maslow's theory concentrates on understanding needs, separating them, and setting time
constraints on accomplishing each one so people don't infringe on other crucial parts of life.
(Major, 2002)
Pickle Jar Theory
An alternate time management theory which is straightforward and perform is shown applying a
pickle container. When we take an unfilled pickle jug and swell with rocks, it has all the

earmarks of being full - until we fill it with rock. The minor granules fill the space amongst the
rocks, and we can even now put sand and then water also.
If we fill the bottle with sand or water first, then there wont be any space for the rocks. In a time
management viewpoint, we will likewise have the capacity to accomplish less essential work in
the spaces amid and later actual activities or events. However if we let minutiae take up much of
our working day, we wont have sufficient time left for us to handle what truly matters. (FrancisSmythe, 1999)

AC 3.1 (P8)
Roles of people in a Team
Teams join together the deliberations of individual sponsors and give synergistic results. This
remarkable method, while not completely comprehended, has headed organizations to depend
more on teams as major powerhouses for advancement and modification.
The role of a team member is to effectively execute the tasks that have been allotted and keep the
project supervisor up-to-date about the development and also if there any problem occurs.
(Bradley, 1997)
The members of the team are chosen for the fact that they have specific expertise that are
essential to finish tasks. Team members part is to effectively perform the assignments that have
been designated, keeping the projected supervisor up-to-date of the advancement and also any
issues that may emerge. (Janis, 1982)
The most common and typical responsibilities of individuals of a team are:
Considerate the reason and destinations of the task.
Make sure a right stability in the middle of task and non-task work.
Working to spans and inside outflow restraints.
Reporting development alongside plan.
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Manufacturing the deliverables/items to decided conditions.

Recognizing problems.
Recognizing dangers connected with the venture.
As a team work.
Contributing towards effective correspondence.

AC 3.2 (P9)
Team Dynamics:
Team dynamic is all about "in what way" team does things. Incredible team dynamics are key
for interprofessional communication. (Tuckman, 1965)
Though team dynamics can vary from team to team, some characteristics of a team are as
follows:
A. Complete Contribution Members give their dynamism and time to the task. More
significantly, all team members take an interest in the decision making approach.
B. Dependence it is believed by each members that everyone in the team will enhance the
significance of the task and the members work to make sure that everyone does contribute and
that gratitude is stated for various assistances.
C. Open Communication - The fundamental magic that binds a team. Effective communication
is made by members when:
Help plans
Give criticism effectively
Request explanation on anything that may be confounding

D. Vibrant Roles When team members role are defined, the team works better. By the
manager or by mutual understanding the roles of team members can be given.
E. Quality Control - Effective teams are ready to aggregately examine their profit and courses
to guarantee that the last product or result meets or surpasses the team objective.
F. Risk-taking - An effective team will additionally be ready to take innovative risks or research.
An effective team also goes outside the task to improve the existing task.

AC 3.3 (P10)
Increase Customer Satisfaction as Duty Manager
As a duty manager, when I am assigned to increase the customer satisfaction in some extent for a
particular month, I will do the following tasks to make it happen:
Ensuring the best standard for the quality of the product.
Motivate and give instructions to the subordinates.
Ensuring the service speed and quality.
Ensuring the cleanliness and hygiene.
Manage the shifts of subordinates.
Ensure the safety of the premises.
Ensure and manage the flawless work of electrical components.
Completing the paper works rightly and timely.
Ensure a rapturous work environment.
Flawless customer service.

Part D
AC 4.1 (P11)
Four Possible Methods That Can Be Used in Solving Work Based Problem:
Four possible methods, that can be used in solving work based problem is given below:
1. PDCA (Plan, Do, Check, Act): PDCA (plandocheckact or plandocheckadjust) is
an effective four-step administration technique castoff in business for the governor and
uninterrupted progress of procedures and products. It is also identified as the Deming
circle/cycle/wheel, control circle/cycle, or plandostudyact (PDSA). (Moen, 1991)
2. 5-Why Problem Solving: When the company has a difficulty, it required drive to the
place where the problem happened and inquire the question Why five periods. In this
system, it will discover the origin grounds of the problem and can twitch handling them
and correcting the problem. 5-Why analysis is a technique that doesnt encompass
documents dissection, assumption testing, regression or other progressive arithmetical
implements, and in many circumstances can be finished without a statistics gathering
plan. By recurrently questioning the question Why at least five times, one can shell
away the coatings of indications which can lead to the core source of a problem.
3. Fish-Bone Diagram (Cost and Effect Diagram): The Cause and Effect Diagram or
Fishbone Diagram is a graphical tool for recognizing the connection between a
delinquent and its probable reasons. One of the supreme operative customs of assembling
such an illustration is to brainwave probable reasons in a group atmosphere. (Gupta,
2007)
4. SFMEA (Simplified Failure Modes and Effects Analysis): Simplified Failure Modes
and Effects Analysis (SFMEA) is a popular method of examining a project, and are
usually recycled in industry. Spending this standard inaugurate by bearing in mind each
constituent or purposeful block in the scheme and how it can miscarry, mentioned to as
catastrophe ways. Then regulate the consequence of each letdown style, and the
ruthlessness on the purpose of the organization. Then the company will regulate the
probability of incidence and of perceiving the disappointment. The technique is to
analyze the Risk Priority Number, or RPN. (McGregor, 1998)
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From the four methods, two of those methods are taken to clarify their advantages and
disadvantages.

Advantages & Disadvantages of PDCA (Plan, Do, Check, Act) Method:

PDCA is a popular method for problem solving in the business organizations. In this technique,
at first, the problem is defined clearly. Then necessities step and solutions are planned. After that,
the plan is applied for testing its effectiveness and lastly, after measuring, it is implemented.
(Michael A. Hitt, 2007)
Advantages:
1. It helps in total quality management in company by increasing and escalating growth in
procedures and methods by measuring the results time to time.
2. Continuity in process and techniques evaluation assure the company that is always taking the
perfect steps in increasing the efficacy of the company.
3. PDCA helps in minimizing cost of the organization by emitting the flaws in the plan before
implementing.
4. PDCA offers different type of actions for the company. Along with TQM department, other
department can also use it.
Disadvantages:
1. PDCA sometime make confusion in applying it cause the do and act refers the some
meaning to some incidents.
2. PDCA method has a major drawbacks and that is its characteristically oversensitive pattern
of reaction.
3. It is very systematic technique which should go through step by step and some organization
feels that it is a complex techniques.
4. PDCA is a time consuming method. Its needs lots of time and labor.

Advantages & Disadvantages of Fish-Bone Diagram (Cost and Effect Diagram):

10

Fish-Bone diagram is also known as a cause and effect diagram which helps an organization to
find out the probable or real problem and the causes of a conflict in a performance problem. It
gives the company a procedure for a group discussion about the problem in the performance
level of the employees.
Advantages:
1. It offers a thoughtful measurements of the difficulty that helps in sidestepping the
overlooking problem of any major causes which is need to be solved,
2. It is an easy technique for establishing and accepting.
3. Besides solving the main problem and causes, this diagram helps in breaking out the areas of
weakness of the company.
4. It can be of countless benefit in a condition where a team of people is working hard for
concluding the source & reason of some problem. (Gupta, 2007)
Disadvantages:
1. It creates all probable causes look similarly possible and similarly significant. It cannot find
the most important cause that have to be solved first.
2. Because of its simplicity, sometimes it cannot be used in complex situation.
3. If the company has not any specific and wide range of solving, it cannot find the cause and
effect relationship properly.
4. Fish-Bone diagram generate a different attitude to problem cracking and its needs more
employee involvement for a long time which can make employee frustrated.

AC 4.2 (P 12)
Developing a Strategy for Solving a Certain Problem:
Delaying in workplace and not informing prior and using official telephones for personal usage
are great problems. To solve this problem, as a manager, I will follow confrontation strategy.
Confrontation strategy refers to face or deals with the problem directly. The confrontation
strategy permits to enter to the core issues of the conflict or problem. Through confrontation
strategy, one can express easily that he wants a decent discussion with the subordinator. The
manager will hear about the conflict from the employee, gives the employee to clarify him and
justify him and also through this strategy, the manager tries to state that after listening to the
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employee, the employee should also listen to the manager carefully and count them. After
sharing the thought of both parties, the best option will be choose for solving the problem.
To solving the problem through the confrontation strategy, firstly I have to call up a meeting with
the subordinators, state them about the problem and give them the chance to share their thoughts
regarding the problem. Then I will state my opinion about the solution and hear their opinion
about it, and then will fix a permanent solution for that problem.
Confrontations have a push-pull balance in the company. None of the side can role on outlooks
of dominance or lowliness. A truthful confident should be available that every employee has a
right to tell, to be heard and to be equal. (Argyris, 1978)

AC. 4.3 (P13)

Advantages and Disadvantages of Confrontation Strategy:
Advantages:

Confronting strategy helps to think the employee that they have equal right on the companys
aspects.

This strategy helps to make connection among the people.

This strategy helps to think about the companys problem and its benefits emotionally
without selfishness.

Confrontation improves the employer-employee relationship and helps them to reach a great
extent.

It helps to go to the core parts of the conflicts and dig to the end.

Disadvantages:

12

Sometimes, confrontation can destroy a good relationship among the employers and
employees.

It creates anger among people when the conversation becomes bitter.

It is a time consuming strategy which kills the valuable time of the both parties as it needs
involvement.

Confrontation strategy is complex just because the employer has to go to the depth of the
employee thought.

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References
Argyris, C. a. D. A. S., 1978. Organizational learning: A theory of action perspective.
s.l.:Addison-Wesley. .
Bradley, J. a. F. H., 1997. The effect of personality type on. Journal of Management
Development, pp. 337-353.
Essays., U., 2013. UK Essays.. [Online]
Available at: http://www.ukessays.com/essays/management/the-communication-process-of-kfcmanagement-essay.php?cref=1
[Accessed 3 August 2014].
Francis-Smythe, J. a. R. I., 1999. On the relationship between time management. British Journal
of Psychology, Volume 90, pp. 333-47.
Gupta, K. S. C. &. R. D., 2007. A Practical Guide to Needs Assessment. s.l.:Pfeiffer.
Gupta, K. S. C. &. R. D., 2007. A Practical Guide To Needs Assessment. s.l.:Pfeiffer.
Janis, I., 1982. Groupthink. Boston: Houghton Mifflin..
Major, V. K. K. a. E. M., 2002. Work time, work interference with family, and. Journal of
Applied Psychology, Volume 87, pp. 427-36.
McGregor, G. &. V. R., 1998. Inclusive schooling practices. Baltimore:: Paul H.Brookes
Publishing Co.
Michael A. Hitt, R. E. H. R. D. I., 2007. Management of Strategy: Concepts and Cases.. 7th ed.
USA: Thomson South Western.
Moen, R. N. T. a. P. L., 1991. Improving Quality Through Planned. New York: McGraw-Hill.
Tuckman, B., 1965. Developmental Sequence in Small Groups. Psychological Bulletin, Volume
63, pp. 384-399. .
Wright, A. D., 2008. At Google, It Takes A Village To. HRMagazine 53 , December, pp. 56-57.

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