(Task 1 -A) ReviewThere are two Case Studies for this assignment.
(Task 1 -A) ReviewThere are two Case Studies for this assignment.
The wayward restaurant
You are an area manager for a fast-food restaurant chain. One of your restaurants is underperforming in terms of:
Poor management
Poor customer service
Underperforming in terms of profit month on month.
You have also received numerous customer complaints about:
Customers being left waiting for too long
Rude or unresponsive team members
Order errors
Staff leaving early and arriving late for shifts.
On further investigation, you have established that members of the service team are being allowed to leave early on their shifts and are not getting reprimanded when they arrive late. They often talk amongst themselves when customers are waiting in the restaurant.
These actions are affecting the day-to-day operations of the restaurant. The restaurant is underperforming month-on-month in comparison with similar size restaurants in the chain.
Your company objective is to improve customer and operational services and you need to address the issues of poor leadership and incompetent staff in this restaurant.
The rebranding
You run your own business in painting and decorating. You have recently decided to rebrand your business. This is due to another painting and decorating company with a similar name that receives negative feedback and has a bad reputation. You have found that customers are getting you mixed up and are leaving you bad reviews instead of them.
Rebranding seems the most appropriate action to deal with this situation; to disassociate yourself from the negative publicity.
However, to achieve the rebranding you will need to:
Be prepared to spend money on it
Rename the company
Reconsider the logo and slogan
Change the signage on your company vehicle
Contact all current customers to inform them of the changes
Work to rebuild the new brand identity.
Complete this strategy template below in which you address the performance issues in one of the restaurants in a chain as well as the need for a big change for the painting and decorating business - to rebrand.
The wayward restaurant
Describe how you will meet the companys objective to improve customer and operational services in terms of
performance gaps within the team.
45720011493500
Describe how you will meet the companys objective in terms of expectations of the store manager.
45720011684000
After the implementation of the organisational changes in the restaurant, outline at least one risk that could emerge for the company. Justify your response.
45720010160000
List three opportunities that could arise for the business after the implementation of organizational changes.
45720011557000
See next page for part 2.
The rebranding
Write an email addressed to relevant stakeholders (such as staff), specialists (such as the accountant), and
experts (such as marketers), explaining
the reasons for rebranding the business
some processes involved
the opportunities associated with the change
any risk/s associated with the change.
Please write in details
To: Accountant, All staff, Marketing
From: Painting and decorating business owner
Subject: Rebranding the business
(Task 1 -B) Implement
Investor support for a T-shirt business
Just over a year ago, you started a small company selling promotional T-shirts to clubs in your area. It's grown and you now have seven employees. You have recently found that staff are struggling to meet orders and you've noticed rising costs in running the business - especially around administration. Brooke and Adam work in orders and accounts administration and are often working overtime in order to process orders, invoice clients, receive payments and flag orders as ready for shipping.
At the moment, the processes are very manual, time-consuming and unsustainable. They also create a lot of work for Bob the financial officer who has to go through hard-copy order books and payment records in order to track the business's income.
You need to make some operational changes to ensure the business can run more smoothly and continue to grow. You need money for this. You also need to ensure that the staff are prepared for any upcoming changes and able handle the business's growth. Your business advisor has told you of a similar business to yours with a greater turnover and which has the same number of staff, thus suggesting that you already have enough staff.
You don't have a huge cash reserve to deal with this issue but you do have investors who believe in the business. The investors have said they will help you with the required funds to ensure the company runs smoothly and can progress. They want to know what resources you will need in order to manage the company sales and finances. They also want to know how you will report back to them and keep them updated on progress.
Further to that, once the funds are available and the new resource/s you suggest to solve the issue are in place, a plan needs to drawn up to prepare your staff for the changes.
For this task you should work with peers who are to role-play as Brooke, Adam and Bob - the financial controller. Between you, discuss the issues the business faces and some possible solutions. You should then
Briefly describe the changes required.
Briefly determine the overall objective of the change.
Outline the tasks required to implement the change.
List the human resources required. Who will be responsible or involved?
Determine an appropriate timeframe for implementing the change.
Please complete the template below
Implement
Investor support for T-shirt company
With regard to needing investor support for the T-shirt company, outline how you will meet the requirements of an investor by answering the following questions.
What resource will you need to meet the challenges around administration manage the company finances?
How will you report regularly to your investor? For example, by regular meetings, email reports, presentations,
daily status reports during the change, etc.
Develop a change management plan to prepare your staff for the operational change you suggested above.
.
Briefly describe the changes required.
Briefly determine the overall objective of the change.
Outline the tasks required to implement the change.
List the human resources required. Who will be responsible or involved?
Determine an appropriate timeframe for implementing the change.
(Task 1 -C)
Communication issues in the work team
Your company has released the latest key objective for staff:
To improve communication between the business and its clients and leads to achieve better customer relations.
You are a team leader and you have found that your work team is not communicating well together through a recent operational change. A new system has been utilised to monitor traffic on the social media accounts and website. This requires the team to work together to ensure important information is captured and acted upon.
You have identified three members of the team who are not engaging well with the others:
Anna who is responsible for the email marketing. She does not communicate with the rest of the team; she expects the others to know what she is doing, and she often fails to update the others on her progress
Adam is the webmaster. He is reluctant to speak to others and keeps himself to himself. He has good technical knowledge as well as access to important insights. He could help others but often fails to share with the team.
Clara is the social media coordinator. She is seen as being unfriendly and a little unapproachable; she does not make eye contact with others, and often keeps her head down when she is working. She only speaks when she is spoken to and never offers to help others.
For this task you are to evaluate a change management strategy and modify a project as needed to achieve the business objectives.
Complete the Evaluation template below
Evaluation
Communication issues in the work team
With regard to communication issues through an operational change, specify the communication issues and what needs to be resolved to meet the company objective by answering the following questions.
Briefly describe the issue/s?
Who is involved?
The company objective is to monitor traffic and feedback on the social channels and website so as to improve customer relations. It relies heavily on the team working together to ensure important information is captured, shared and acted upon. Describe the risk/s to achieving the company objects that these three members lack of
communication poses.
How do these issues impact on the company objective?
2. A couple of weeks after a team talk, you find that these three members are still not communicating openly. They continue to work individually and are not coming together to help meet the organisational objective.
Suggest three different reasons why the team is not communicating with each other. What are the typical
reasons for barriers to communication in the workplace?
Suggest how you can respond to these issues to ensure your team is meeting the company objective.
