Table of ContentsPart-A1AC 1.1, 1.2, 1.3:1AC 1.4:2Techniques used by Google to Improve Staff Performance:2AC 2.1(P 5)3Writing a Memo:3AC 2.2 (P6)4Types & Levels of Communication:4AC 2.3 (P7)5Time Management Strategies:5AC 3.1 (P8)6Roles of people in a Team6AC 3.2 (P9)7Team Dynamics:7AC 3.3 (P10)8Increase Customer Satisfaction as Duty Manager8Part D9AC 4.1 (P11)9AC 4.2 (P 12)11Developing a Strategy for Solving a Certain Problem:11AC. 4.3 (P13)12Advantages and Disadvantages of Confrontation Strategy:12References14

Part-AAC 1.1, 1.2, 1.3:Responsibilities and Performance Objectives (AC 1.1)How Effectively Meeting the Objectives (AC 1.2)Recommendation for Improvements (AC 1.3)

Train subordinators more to ensure customer satisfaction. Start training session for existing and new workers to learn how to deal with customers. Reasonably effective Connect me, the duty manager with the recruitment manager so that I can suggest to hire the perfect person for the require responsibilities.

Ensure high level of security in the workplace by proper maintenance Placing security guards and mechanisms throughout the store. Reasonably effective

Checking the environment time to time to assure cleanliness in the outlet Keep some workers only for cleaning activities Reasonably effective

Providing exact motivation to make a positive working environment Rewarding the best work, provide benefits and facilities Reasonably effective Authorize me to call a meeting in every week to communicate properly with the workers to make a healthy work environment.

Develop a perfect communication system Interaction with every worker, becoming careful about their thoughts, 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 AndersonDate: 3rd August, 2014 Address: Martineau Place, Birmingham

To: All colleagues of KFCFrom: X Anderson, Duty ManagerSubject: Solutions to Different Work Based ProblemsIt 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 customersCommunication 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 communicationInterpersonal 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 PrincipleIt 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 TheoryAn 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 TheoryAn 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. (Francis-Smythe, 1999)

AC 3.1 (P8)Roles of people in a TeamTeams 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. 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 ManagerAs 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 DAC 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)

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):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 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:

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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