SatiEmployee Performance

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CHAPTER ONE

1.0 INTRODUCTION

Statistics serves as a great measure in determining theaverage performance of every business organization.

With the help of statistical models applied, number of

goods/services produced is measured to assess their

profitability ratio, productivity and the growth of a

business. Statistical models are used both at the micro

(small scale business) and macro (public enterprises,

private limited liability companies, etc) business

enterprise level. The statistical models are primarily

application of readily formulated statistical formula

designed for solving problem systems and relating

correlative patterns for solution and decision theory

derivation. Statistical models help to forecast and predict

events in the business economy environment.

Service Delivery is measured based on the following;

Tangibility physical facilities, equipment, and appearance

of employees.

Reliability ability to perform the required service

dependably and accurately.


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Responsiveness willingness to help customers and

provide prompt service.

Assurance knowledge and courtesy of employees and

their ability to

inspire trust and confidence.

Empathy caring and individual attention provided by the

staff.

On the other hand, the concept of satisfaction is more

inclusive than the concept of quality service. Customer

satisfaction is influenced by five variables, namely:

service quality, product quality, price, situation and

personality.

Statistics refer to the collection, arrangement and

representation of numerical (mathematical) data. This

data can be the result of data analysis from various fields.

Almost each and every area of business and industry

uses statistical reporting to understanding business data

for decision making purposes. The organization of datainto a common format provides a benchmark for

historical performance and future benchmarking. The

standardization of data also serves as a common point of


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reference so that interested parties can deduce

meaningful relationships from the data.

Statistics provide the necessary data in a meaningful way

to support strategic decision making. Without the use of

statistics, businesses could not calculate returns on

investment and business decision making would become

a hit and miss affair. Industry and business in general

each have different data and information requirements.

Business statistics can literally be formulated and shaped

according to individual requirements. Ultimately, the data

must be designed to provide meaningful and useful

results. This assists companies and individuals to make

more informed decision that affect business outcomes

and provide a way for ongoing performancemeasurement. For business decision making, it is very

important to understand the composition and breakdown

of business activity. For this, industry statistics provide

data in a meaningful format. Industry statistics define

each and every aspect of a particular industry and assist

business operators to extract and manipulate data to

assist strategic decision making.


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Generally, industry or business organization statistics

include hard data such as production volumes, sales

revenues, employment statistics, accounting records, and

anything to do with industry demographics and industry

trends for service delivery performance. If you are

starting a business or already own one, it is very

importance to have a way to benchmark progress and

assess critical data. The use of industry statistics provides

a consistent framework of reference that allows business

owners to draw meaningful conclusions from data that

has a consistent reporting format. (Agranoff, Robert and

Michael McGuire, 2003). Small Business Statistics

Irrespective of whether a company is small or large,

business statistics provide key performance indicators to

support primary decision making.

Every company wants to reduce costs, increase market

share, maximize return on investment, penetrate new

markets and improve the return on investment for labour

and capital. Standardized business statistics are used to

measure a companys progress on key business activities.

Month to month analysis and quarterly review periods

provide the ideal opportunity for key business managers


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to reflect and analyze data to determine whether

performance is in line with original forecasts. Questions

over sales growth, advertising initiatives and campaign

results provide insight into how successful a company has

been in aligning its business objectives with overall

company goals and objectives. Adjustment or new

strategy formulation ultimately results to drive the

business in the intended business direction.

Modern Business Statistics are used extensively in the

internet marketing space. Traffic analysis, advertising

campaign analysis, organic search traffic and pay per

click campaign provide important insight into consumer

behavior which is used to formulate future strategy for an

organization. Without the use of online bench marketingtools to gather critical business statistics intelligence,

companies would face high degrees of difficulty for

determining advertising direction, marketing spend and

overall online business direction.

A statistical model according to Kaw (2008), is a set of

mathematical equations which describe the behavior of

an object of study in terms of random variables and their

associated probability distributions. If the model has only


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one equation it is called a single-equation model,

whereas if it has more than one equation, it is known as a

multiple-equation model.

In mathematical terms, a statistical model is frequently

thought of as a pair (Y, P) where Y is the set of possible

observations and P the set of possibility distributions on

Y. It is assumed that there is a distinct element of P which

generates the observed data. Statistical inference

enables us to make statements about which element(s) of

this set are likely to be the true one. Through statistical

models the business organization performance is being

sustained and measured in its outcome and as well faults

or break/interruption in production can be easily dictated

and weighed.

According to the endogenous variables and the number

of equations, models can be classified as complete

models and incomplete models. Some other statistical

models are the general linear model, the generalized

linear model, the multilevel model, and the structural

equation model. (Tofallis, C. 2008).

1.1 OBJECTIVES OF THE RESEARCH


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The study is carried out to achieve the following

objectives:

Test to see the rate of sales and employment rate. Test to see the significance of the sold products

Correlation study of the sales and the employment

rate

Trend on the sales of the products

1.2 SCOPE OF THE PROBLEM

The study considered Unilever Nigeria Plc. Unilever

Nigeria Plc, was incorporated as Lever Brothers (West

Africa) Ltd on 11th April, 1923 by Lord Leverhulme, but

the companys antecedents have to be traced back to his

existing trading interests in Nigeria and West Africa

generally, and to the fact that he had since the 19th

century been greatly involved with the soap business in

Britain. Located at No 1 Billings Way Oregun, Ikeja,

Nigeria, Unilever Nigeria Plc started as a soap

manufacturing company, and is today one of the oldest

surviving manufacturing organizations in Nigeria.

After series of mergers/acquisitions, the company

diversified into manufacturing and marketing of foods,


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non-soapy detergents and personal care products. These

mergers/acquisitions brought in Lipton Nigeria Ltd in

1985, Cheesebrough Ponds Industries Ltd in 1988. The

company changed its name to Unilever Nigeria Plc in

2001.

Unilever Nigeria Plc was considered the case study of this

research work because their brands are household

favorites and the company is so deeply committed to

meet the everyday needs of people everywhere inNigeria. Also, they have been a socially responsible and

responsive organization that takes strategic actions for

the improvement of the communities and environments

in which it operates. The company has made provision for

assistance in fields of health, education/children welfare

and potable water/hygiene as part of its social

responsibility programme in the Nigerian

communities. The food and nutrition department of the

company was chosen because of the fast rising growth of

the need of their brands ranging from blue band to lipton

tea, royco cube to knorr seasoning cube, the need growsexceedingly.

1.3 LITERATURE REVIEW


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Materson (1981) concluded that customer service

delivery and customer loyalty goes hand in hand-when a

service is delivered exceptionally it then follows that the

customer will be satisfied and will be loyal to the services

rendered. According to him, customer service deliverance

taps into business, marketing, and psychological research

and practices to provide a satisfied customer. Customer

service delivery also provides a framework for customer

service as a process and an outcome. Customer

expectations, loyalty satisfaction, product versus service

delivery, measurement, brand equity, regional and

cultural differences, and organizational impact are the

factors revolving in the carrying out of a good business

and hence will gain the loyalty of customers.

According to Kelvin (1982), service quality is generally

viewed as the output of the service delivery system,

especially in the case of pure service systems. Moreover,

service quality is linked to consumer satisfaction.

Although there is no consensus in the research

community about the direction of causality relatingquality and satisfaction, the common assumption is that

service quality leads to satisfied customers. He cited an

example of customers leaving a restaurant or hotel and

asked if they were satisfied with the service they


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received. If they answer "no," then we tend to assume

service was poor. Direct service providers, such as

waitresses, also note that at times the best service efforts

are criticized because the customer's perceptions of the

service are clouded by being in a bad mood or having a

disagreement with someone just before arriving at the

restaurant. These service providers recognize that in

practice the influence of service quality on customer

satisfaction is affected by other factors, one of which is

the customers themselves.

Russell and Kabanuk (1983) summarize two studies

conducted to improve the emergency service delivery in

St. Albert, a small city near Edmonton, Alberta. The first

study dealt with selecting the location of a new fire

station. The goals of the study included an assessment of

the performance of the current system, an identification

of the areas) with poor coverage, a selection of a site

among a set of given candidate locations, and an

assessment of the improvement in the system

performance upon the addition of the new fire station. Ageographical information system was used for storing and

displaying the spatial data, computing service areas for

given travel times, and for communicating the results of

the study. The second study considered an evaluation of


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the resources available for emergency service. A

probabilistic model was used to evaluate labor costs for

different platoon sizes and a simulation model was used

to evaluate the adequacy of the current staff and fleet

sizes. They both concluded that there may be

deterioration in the quality of the service in the near

future for the following reasons:

1. The city's population is growing and (perhaps more

importantly) aging. This increases the call rate.

2. Recent changes to the health care system resulted in

patients being discharged earlier from hospitals and

persons with a higher level of acuity being taken care

of at home or in non-hospital care environments. This

results in increased call rates for ambulances.

3. The city is planning an expansion. Three new

developments have been approved. This increases

the total area that has to be covered (as well as the

population).

4. The current Firefighter/EMS staff is aging which

decreases the amount of time they are available

(vacation entitlement and sick leave usage increase

with length of service and age respectively), and age


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may increase risk of injury. In addition, as the current

staff retires, there will be significant loss of

experience.

Nowell (1987) in his publication on improved service

delivery stated that proper service delivery helps

companies deal more effectively with an open,

collaborative and complex service creation environment

by facilitating the development and deployment of new

services from both internal and third-party sources. Healso said that proper service delivery provides the

infrastructure and common business functions that can

drive high performance by helping providers create,

deliver and manage a wide range of products and

services for consumers and enterprises more quickly, and

at lower cost and risk.

Vaux and Vismann (2005) concluded that delivery of

services such as health and education can play an

important role in the context of conflict. The distribution

of resources and their accessibility to different groups can

address existing social inequalities. On the other hand, it

can heighten them. Equity and inclusiveness are critical

to ensuring that service delivery promotes sustainable

peace. They are also indicators of sustainable peace.


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However, because peace-building has rarely been an

explicit objective of interventions, it is difficult to gauge

the effectiveness and impact of service delivery in this

regard.

There are a number of issues that can help maximize the

capacity of service delivery to promote sustainable

peace. These include the need for strategic analysis and

an integrated approach, supporting equitable distribution

of, and access to, resources. Also important are:

legitimacy, representing the poor, empowering women

and harnessing non-state actors within a regulatory

framework.

According to them, service delivery does the following:

1. touch on issues of legitimacy.

2. strengthens the representation of poor people

through user groups, parents associations and civil

society organizations.

3. engagement of the poor in decision-making takes

time, particularly when people are most concerned

with meeting their immediate needs.

4. This is particularly true for women, who usually

have responsibility for child-

care and the strongest interest in delivery of


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services, but who may be under-represented in user

groups.

5.Choices between state and non-state actors need to

reflect the interests of poor people.6.Systems of public accountability are required and,

where service delivery is privatized, the state will

need to ensure socially responsible regulation.

Then with regards to conflict, service delivery can

1. Promote sustainable peacebuilding, interventionsneed to be developed through ongoing strategic

analysis of the causes of conflict and the role of

different actors in conflict and development.

2. Enable the identification of indicators to gauge more

accurately the positive and negative impact of the

support provided.

3. Prompt early government prioritization of policy

reform and allocation of resources for service

delivery are critical to development actors.

4. Reform of services as countries emerge from conflict

provides important opportunities for ensuring the

representation of poor people in the formation of

service delivery policy.


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5.Through reform provide opportunities for

strengthening local ownership of these services

through ongoing monitoring.

Parmita and Zhao (2005) in their publication on service

delivery noted that one of the key challenges of the

Internet as a service delivery channel is how they

manage service quality, which holds a significant

importance to customer satisfaction. The purpose of this

research was to gain a better understanding of theservice quality dimensions that affect customer

satisfaction in the Internet banking sector from a

consumer perspective. Based on a detailed literature

review, a frame of reference was developed. Five service

quality dimensions were selected to be tested in the

Internet banking sector in order to explore the

relationship between service quality and customer

satisfaction. A qualitative research approach was used to

get a better understanding of this issue. However, a small

quantitative survey was also conducted to support the

results obtained from the qualitative study. The empiricaldata were gathered through in-depth interviews with four

people by using a semi-structured questionnaire and a

survey were conducted with 25 people. Data presentation

and analysis were done in accordance with the research


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questions and the frame of reference. Finally, in the last

chapter findings and conclusions were drawn by

answering the research questions. Nine service quality

dimensions in Internet banking were identified in this

study (i.e., efficiency, reliability, responsiveness,

fulfillment, privacy, communication, personalization,

technology update, and logistic/technical support). The

quality performance of all the nine dimensions was shown

to have a strong impact on customer satisfaction.

Efficiency, reliability, responsiveness, fulfillment, privacy

was found to be the core service quality dimensions in

Internet banking. Finally, technology update and logistical

or technical support was two new dimensions found in

this study.

Karen (2007) reported that the results of a review of the

Chinese- and Englishlanguage literatures on service

delivery in China, asking how well China's health-care

providers perform and what determines their

performance. Although data and methodological

limitations suggest caution in drawing conclusions, acritical reading of the available evidence suggests that

current health service delivery in China leaves room for

improvement, in terms of quality, responsiveness to

patients, efficiency, cost escalation, and equity. The


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literature suggests that these problems will not be solved

by simply shifting ownership to the private sector or by

simply encouraging providerspublic and privateto

compete with one another for individual patients. By

contrast, substantial improvements could be (and in

some places have already been) made by changing the

way providers are paidshifting away from feeforservice

and the distorted price schedule. Other elements of

active purchasing by insurers could further improve

outcomes. Rigorous evaluations, based on richer micro-

level data, could considerably strengthen the evidence

base for service delivery policy in China

Onil (2008) using the method of environmental scan of

peer-reviewed and grey literature was use to select

exemplars of innovation. A case series of organizations

was purposively sampled to maximize variation. He

examined these cases using content analysis and

constant comparison to characterize their strategies,

focusing on business processes.

In his conclusion, he stated that private sector

organizations demonstrate a range of innovations in

health service delivery that have the potential to better

serve the Poors health needs and be replicated.


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However, more rigorous evaluations are needed to

investigate the impact and quality of health services

provided and determine the effectiveness of particular

strategies.

Robert (2009)saw delivery as"D" is for Dedicated. The

moment a customer needs help, the dedicated customer

service representative swings into action. "E" is for

Empowered. The empowered customer service

representative is given what he needs to be able toprovide outstanding customer service. "L" is for Linked.

The members of a customer care team must work

together and share information. "I" is for Informed. In the

past the customer service department was often

neglected by management. Representatives, seen as

workers at the bottom of the totem pole, went untrained

and uninformed. Workers of a company should be

informed in all aspects of the company and its products

and services. "V" is for Valued. Before customer service

representatives can value their work and your customers,

you must show them that you value them. "E" is forExperienced. An experienced customer service

representative learns to be knowledgeable but not overly

technical with customers. "R" is for Representative. The

customer service representative should always act in the


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best interests of the company. "Y" is for "Your

Responsibility." The customer service representative

accepts responsibility for his role as a front-line

representative for the company. He knows that to a

customer, he is the company.

According to Jones and Paul (2009) Statistics are used by

all industries and businesses as a standardized unity of

measurement for presenting data in a useful and

meaningful format. Statistics can be used to measure

historical performance and to forecast future targets. For

business managers and leaders, statistics provide insight

into how business units are performing relative to an

organizations goals and objectives. Statistics also

forecast future trends and are in all areas of humanthought an endeavor for planning purposes. Statistics are

used in all areas of trade and commerce. Governments

frequently undertake studies for the purposes of

formulating policy and business use data to identify what

is currently working and what is not. Business initiatives

are altered to improve organizational performance based

on feedback from statistical studies. Advertising

companies use statistics to assess target markets and


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formulate campaigns. Marketers use statistics to identify

opportunities for business development.

CHAPTER TWO

2.0 COLLECTION OF DATA

2.1 METHOD OF DATA COLLECTION

The method of data collection used for this research work

is the method of Registration. It is an unpublished data

because it took a lot of time, effort, money and the

required level of confidentiality is very high.


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2.2 DATA PRESENTATION

The data collected is the most sensitive data of the

Department of Sales considering its statistical usage is

considered. It comprises of the sum total of the sale of

each brand (Blue band, Lipton, Knorr and Royco) for the

last ten (10) consecutive years and the number of

employed staff in the factory department as well.

Aggregate of Quantity of product sold in carton/month

Years Blue

Band

Lipton Knorr Royco

2000 140016 141040 144042 145093

2001 139709 140004 150011 1473722002 141083 142381 145273 1463652003 142205 143605 146202 1448282004 144018 145679 147213 1463692005 140099 144873 147346 1478682006 143259 143382 147458 1494532007 143910 144691 146444 1463132008 143400 145022 146523 1460012009 144458 146343 148019 147072


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2

Years 200

0

200

1

200

2

200

3

200

4

200

5

200

6

200

7

200

8

200

9Number of

Staff

30 32 32 34 38 43 51 43 40 47

2.3 THE PRODUCTS

2.3.1 Blue Band

BlueBand GoodStart margarine is one of the brands under

the group name - Family Brand in Unilever. Unilever was

the first company to commercially produce margarine in

1878, through its founding Dutch company, Margarine

Unie, as an affordable alternative to butter. Unilever is

the worlds leading margarine manufacturer. Our

products contain high-quality vegetable oils that are a

good source of essential fats and vitamins (A, D, E) whichwe all need to develop and maintain a healthy body and

enjoy a lifestyle full of vitality. Consuming fat does not

necessarily make you fat. If you cut out all the fat in your

diet, your body will derive energy from carbohydrates or

proteins instead. So, without eating fat, you could still be

obese and moreover, you would be depriving your body

of essential fatty acid which your body cannot produce on

its own and the protein it needs t build body cells. As long

as the energy you consume is equal to the energy you


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expend, you will not become fat! 15 30 minutes of

physical activity a day is recommended to keep fit and

health and to prevent obesity heart disease and diabetes.

2.3.2 Knorr Cube

Knorr believes that every meal is an opportunity for

family bonding and everyday meals can be just as

magical as special occasions. Food is not just fuel, it

really is the glue of life. This conviction lies at the heart of

Knorr's successit is Unilever's no. 1 brand. A passion for

good food goes right back to Knorr's earliest days. The

business was formed in 1838, when founder Carl Heinrich

Knorr pioneered experiments in drying seasonings and

vegetables to preserve their flavour and nutritional value.

Since then Knorr has become an international brandoffering a wide range of bouillons, soups, seasonings,

sauces, soupy snacks, dressings and frozen and ready

made meals. Knorr products owe their tastes and flavours

to the culinary skills of its chefs. Knorr embodies a truly

global cuisine, which began when the globe-trotting sons

of its founder started importing new ideas from overseas.

The tradition stands today and Knorr's drive for

innovation still centres around its original factory in


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Heilbronn where international teams of chefs contribute

to product innovation.

2.3.3 Lipton Tea

Lipton is one of the world's great refreshment brands,

making a big splash in the global beverages market

with tea that is a healthy and refreshing alternative to

soft drinks. Lipton is painting the world yellow with a

marketing campaign that represents all that Lipton

stands for - brightness, vitality and fun with natural

goodness. Born in 1850, Thomas Johnstone Lipton was a

pioneering entrepreneur who, by 1880s, had opened

grocery shops all over the UK. He had a vision of making

tea accessible to all at acceptable prices, with

guaranteed quality. In the 1890s, his Lipton teas enjoyedgreat success in the UK and the US. Lipton first came

to Nigeria in 1959 under the Van Den Bergh Foods

company. In 1972 however, Unilever acquired the world

wide Lipton Tea Business. Lipton became

Unilever Nigerias brand in 1985. The tea blend is

imported from Kenya and packed into teabags in the

factory at Agbara in Ogun State in the Western part

of Nigeria.

2.3.4 Royco


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Royco believes that everyone should be able to prepare

and enjoy good food, every single day of the week. Good

food has the magic of touching all our senses, with

exciting aroma, good taste and actually putting smiles on

our faces. A touch of Royco to your meals will definitely

transform every meal moment and make it very special.

You will not know, until you have experienced the New

Royco Goat Meat Flavour. In our quest to provide our

cherished consumers with the best bouillon product, the

new Royco Goat Meat Flavor that is perfect with

vegetable soup was developed. This new product is:

1.) Tastier than ever.

2.) Crumbles smoothly.

3.) Full of flavor and less salty.

The aroma of Royco easily whittles away the miles and

years, so that no matter where you are in the office, at

school, on a business trip, on vacation in a faraway land

you become instantly reunited with the people and

memories you cherish the most. Food is a key ingredient

in the make-up of the home. While it unites the members

of a home, it can also differentiate one home from

another. In other words, food also gives each home its


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identity! Only Royco gives that familiar taste of home

cooking.

http://www.unilevernigeria.com/brands

CHAPTER THREE

3.0 DATA ANALYSIS

The rate of service delivery can be measured with the

rate of sales of the product and the number of staff or the

numerical staff strength of the Department of Food and

Nutrition Unilever Nigeria Plc. A steady growth in the rate

of sales and employment depicts good or quality service

delivery, hence, the otherwise.

3.1 Test for Normality

X fi Ui = Xi A

C

fiui fiui2 fiui

3 fiui4


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2

0 142547.

75

-4.5 -641464.88

2886591.94

-12989663.72

58453486.73

1 144274 -3.5 -504959 1767356.5 -6185747.75 21650117.13

2 143775.

5

-2.5 -359438.75

898596.88 -2246492.19 5616230.47

3 144210 -1.5 -216315 324472.5 -486708.75 730063.134 145819.

75

-0.5 -72909.88 36454.94 -2278.43 569.61

5 145046.

5

0.5 72523.25 36261.63 18130.81 9065.41

6 145888 1.5 218832 328248 492372 7385587 145339.

5

2.5 363348.75 908371.88 2270929.69 5677324.22

8 145236.

5

3.5 508327.75 1779147.13

6227014.94 21794552.28

9 146473 4.5 659128.5 2966078.25

13347352.13 60063084.56

M11 = C

1

n

i i

i

f u=

1

n

i

i

f=

= 1 (27072.74)1448610.5

= 0.0187

M21 = C

1

n

i i

i

f u=

2

1

n

i

i

f=

= 1 (11931579.65)1448610.5


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2

= 8.2366

M31 = C

1

n

i i

i

f u=

3

1

n

i

i

f=

= 1 (444908.73)1448610.5

= 0.3071

M41 = C

1

n

i i

i

f u=

4

1

n

i

i

f=

= 1 (174733051.5)1448610.5

= 120.6211

M2 = M21 (M1

1)2

= 8.2366 (0.0187)

2

= 8.2363

M4 = M41 4M1

1 M31 + 6(M1

1)2 (M21 ) 3(M1

1)4


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2

= 120.6211 4(0.0187)( 0.3071) +

6(0.0187)2(8.2366) 3(0.0187)4

= 120.6211 0.023 + 0.0173 0

= 120.6154

4 = M4(M2)

2

4 = 120.6154(8.2363)2 = 1.778

The lower and upper class limits in the table for departure

from normality are 2.83 and 3.18. Hence, 4 = 1.778 does

not lie within the limit, we conclude that the data are not

normally distributed.

Since our data does not follow the normal distribution, we

resort to the non-parametric test to achieve our aims.

3.2.1 Test on the rate of sales


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Years (Xi) Yj - Yi Avg. Sales Yi

i j

ve

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