Analysing The Royal Bank Of Scotland Group

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The Royal Bank of Scotland Group has grown from small beginnings nearly 300 years ago to become one of the largest financial services groups in the world. The brands operate around the globe and down the street to provide banking services for individuals, businesses and institutions. Proud of their history, they remain committed to innovation and service - in business and through many sponsorship activities. RBS group operate across a global network delivering world class banking and financial services to help its customers make it happen.

The Royal Bank of Scotland Group was established in 1727 and have been shaping banking history in the UK and around the world ever since.

Globalised network

The Royal Bank of Scotland Group operates in more than 50 countries around the world to provide a range of retail and corporate banking, consumer finance, insurance and wealth management services. RBS Group has a global network around the world which is as follows:

Europe, Middle East and Africa

North America and Canada

Asia Pacific

Latin America

Culture and Ethnicity

At RBS Group people come from all kinds of cultural and academic backgrounds but all have one thing in common: the drive, passion and ability to professionalism with an open and supportive environment. As a global bank, looking to develop more skillful, talented and diverse workforce. Ethnicity relates to ethnic background of employees. All the employees irrespective of their age, gender, religion etc. are treated fair and professional recruitment criteria are kept for all the candidates.

Diversity

It is difficult to exaggerate the value of diversity and importance with RBS Group. The success relies on generating new ideas and constantly trying to face challenges by putting them in a fresh perspective. However, even though diversity as central to RBS Group one of the example of commitment opportunities is work with Capital Chances. This was an initiative in which students from minority backgrounds get the chance to experience what life is working in an investment bank. The project also invited female students to an annual careers event.

RBS Group has number of internal employee that continues to promote a diverse workforce within organisation. Focused Woman arranges events throughout the year for women from a wide variety of divisions to meet and build working relationships. Rainbow Network organises events that give lesbian, gay, bisexual and transgender (LGBT) colleagues and friends an opportunity to network and meet up in an informal and social environment.

The truth in the banking is still seen by some as being demographically narrow, particularly compared to other fields. RBS Group ensures that young generation from all backgrounds having the confidence and belief that if they want to join RBS Group, they will be judged on their merits and nothing else.

Avoiding xenophobic practice

Managers working in different countries have different way of management across cultures. Xenophobic practice means developing sense of supremacy. Managers must try to avoid xenophobic practice in organisation. If managers adopt xenophobic practice in organisation it would have negative impact in the business which would result in loss of business opportunities for the company, business would not open to other cultures and there would be unwilling staff which would affect business.

Cultural differences in RBS Group

We can say that a cultural difference exists in the organisations. Organisations must take care that each and every employee is fairly treated. There must be no discrimination in the employees. An employee working in different culture has to adapt the environment in which they are working in. Employees should avoid conflicts in the organisation as it shows lack of understanding between employees which affects business. Due to cultural diversity, conflict is bound to happen but managers have to take care that each and every employee is fairly treated by justice. There might be several reasons for which conflict raised due to difference in dialogue, difference in understanding and many more. We must avoid xenophoby practice across cultures. Xenophoby practice means developing sense of supremacy. The way of doing things is unique. The business must not adopt this practice as it will impact on business which may be not open to other cultures/businesses and loss of business or money and if business adopts this practice there would be unwilling staff working with the business.

PRIMARK

Look Good Pay Less

Primark is a retail group in value sector and operates a total of 183 stores. In Ireland (where it trades under the Penneys brand), Spain and the UK. Primark employs in excess of 25,000 people. In GB, in terms of market share, Primark is the leading retailer in value clothing. Primark was voted 'Best Value High Street Fashion' by GMTV and ITV viewers.

Primark Stores Ltd. is a subsidiary of Associated British Foods. Associated British Foods is a diversified international food, ingredients and retail group with global sales of £6.8bn, and 85,000 employees in 43 countries. In the financial year 2006/7, 32 new stores were opened and five smaller stores were closed to give 4.8 million sq ft of retail selling space. Highlights during the year included the opening of London's Oxford Street store in April. This was extremely successful, selling one million items in its first ten days of trading, and attracting considerable media coverage. The 85,000 sq ft Liverpool store was opened in September and was greeted with a similar level of enthusiasm both by customers and media.

Managing across cultures

Apart from operating in UK, Primark operates in Ireland in the brand name of Penneys. The new store openings in 2006/7 also included Primark's second store in Spain. Since the year end, seven additional stores have opened in Spain; in Bilbao, Jerez, Oviedo, Zaragoza and three further stores in Madrid. Primark now has 25 stores trading from over 50,000 sq ft of which eight trades from over 70,000 sq ft.

Culture and Ethnicity

Primark as a leading and expanding international clothing retailer is committed to sourcing the highest quality products from many countries with diverse cultures and economies. There is no discrimination in hiring, compensation, access to training, promotion, termination or retirement based on race, caste, national origin, religion, age, disability, gender, marital status, sexual orientation, union membership or political affiliation. All the employees are fairly treated and they respect and support each other. A systematic approach is followed through interaction in a fair and respectful way towards customers as well as employees.

Management practice across cultures

Management philosophy adopted by Primark is same in UK and in Ireland. Managers across cultures have to make sure that each and every aspect of the employment procedure is followed and all the employees are fairly treated and there must be no discrimination in the staff. Managers across cultures have their own way of managing staff or employees by creating a working environment that encourages initiative and drive, promoting enjoyment and satisfaction at work. Managers across cultures are attentive and well prepared in welcoming new employees. Every member of staff is well trained with diligence in respect of both the tasks and the role.

Avoiding xenophobic practice

Managers working across cultures have good sense of understanding between the employees and new staff. Managers agree targets with employees clearly describe tasks and define areas of responsibility. Managers working across cultures place confidence in employee's capability of meeting their task successfully and promoting business with new ideas and proposals. Managers try to regularly communicate in an honest and constructive manner. Managers try to avoid xenophobic practice as there would be unwilling staff working with company which would result in loss of business and money. Managers know that developing sense of supremacy will affect running of business and would have negative impact on company.

Cultural understanding in Primark

Managers across cultures have different way of approaching business. Managers keep a note on day to say activities of business. Understanding what is happening in an organisation enables managers how to handle staff from different cultures. Managers try to treat employees as partners, equal treatment and opportunities to employees, no discrimination and by defining areas of responsibility to each and every employee, employees are motivated and they work with total dedication and commitment towards company.

TESCO

- Every little helps

Tesco is the UK's largest retailer and one of the world's leading international retailers. It has a five part strategy for long term growth:

become an international retailer

put community at the heart of what they do

be as strong in non-food as in food

maintain a strong core UK business

develop retailing services

Tesco's core purpose is to create value for customers to earn their lifetime loyalty, supported by its values: no-one tries harder for customers and treat people how they like to be treated.

Globalised network

Tesco is the largest grocery retailer in the United Kingdom with over 600 stores, and the sixth largest in Europe. Tesco also has stores in the Republic of Ireland, Hungary, Czech Republic, Slovakia, Turkey and Poland in Europe; China, Japan, Malaysia, South Korea and Thailand in Asia. Tesco stores have a wide product mix, from groceries to pharmaceuticals, petrol to perfume. Tesco promise to provide value to consumers and this value is centred on competitive pricing and high quality.

Goals and Objectives

responding to customer trends such as healthy eating, organics and fair-trade

treating the suppliers fairly so they can deliver for customers

managing the environmental impacts to help reduce costs and inconvenience

treating staff as we like to be treated so they do a great job for customers

helping staff and customers to support the local organisations and causes they care about

The way they run business reflects the need to tackle these issues. The steering wheel or balanced scorecard has five segments - customer, operations, finance, people and community - which must all be considered equally in our decision making.

Values

Core purpose is to create value for customers to earn their lifetime loyalty. The success depends on people: the people who shop and the people who work with them. If customers like what they offer, they are more likely to come back and shop with them again. If the Tesco team find what we do rewarding, they are more likely to go that extra mile to help customers.

This is expressed as two values:

No-one tries harder for customers

Treat people as we like to be treated.

They regularly ask customers and staff what can be done to make shopping and working with company little bit better.

Culture and Ethnicity

The success depends on people and they believe all are different and diverse.

They can't afford to be complacent around diversity issues and are continually working on initiatives to attract people from all backgrounds. They aim to employ people who reflect the diverse nature of society and they value people and their contribution, irrespective of age, sex, disability, sexual orientation, race, colour, religion or ethnic origin. They also try and make sure everyone can work in a way that suits their circumstances - supporting flexible working, offering part-time roles and encouraging job-sharing opportunities and shift swapping where possible.

Living the values

At Tesco values are code of conduct - they are the way chosen to work and drive the whole way business is achieved. They are:

No one tries harder for customers

Understand customers better than anyone

Be energetic, innovative and first for customers

Use strengths to deliver unbeatable value to customers

Look after employees or staff so they can look after customers

These customer values reflect that in Tesco everything starts with the customer and that passion to provide customers with value and service overrides all else. Treat people how I like to be treated such as:

Trust and respect each other

Strive to do your best

Give support to each other and praise more than criticise

Ask more than tell and share knowledge so that it can be used

Enjoy work, celebrate success and learn from experience

Tesco want people to be well managed and to work in an environment that is based on trust and respect. It relies on well-motivated and managed staff which will give customers great service: by living the people values they create a great place to work and one where great service is delivered.

Diversity

Tesco introduced a policy on working beyond retirement and have almost 2,500 staff over the traditional retirement age. It is attitude and ability - not age - that makes for great service for customers. Diversity Advisory Group meets every six weeks to monitor that workforce mirrors the composition of the population as a whole.

Four out of five applicants for jobs are customers, which helps in aim for staff to be representative of the local communities served. This year Tesco was one of 19 companies to be included in a European Commission compendium of good workplace diversity practice. They provide all managers with a religious toolkit, which enables them to understand and support people from all backgrounds and faiths through information on diet, prayer and dress, and suggestions on how to support their staff during festivals. Tesco became the first UK employer to set targets for the recruitment of disabled people and have been given the two-tick symbol by Remploy.

Avoiding Xenophoby practice

Managers try to avoid xenophoby practice in the organisation. Xenophoby practice means developing a sense of supremacy. The way of doing things is unique. Accepting xenophoby practice would result in no or less business with the company. If managers adopt xenophoby practice, it would result in negative impact on business as it does not understands other culture which means that managers would not be open to other culture which would result in loss of business or money and employees would not be happy to work if business adopts this practice.

Cultural understanding in Tesco

At Tesco, the philosophy behind Every Little Helps is at the very heart of everything they do. It's not just a marketing slogan, it's what makes different. They believe in treating each other with respect, with everyone having an equal opportunity to get on, ensuring Tesco is a great place to work. As Tesco has grown, so has the importance of Every Little Helps. Over time, they have gone from simply selling groceries to providing anything from loans to mobile phones. By setting out in all these new directions they ran the risk of losing their way. So, they have relied on Every Little Helps more and more over the years, to act as a common philosophy to bind customers and employees all together. Managers working in different cultures have good knowledge of background, customs and traditions followed across cultures. Hence we can say that culture does affects management philosophy of company to a some extent.

Furniture Works

Furniture Works is a company based in South London dealing in selling of furniture's. The company was trading through only one unit which was shop sales and later it developed a successful strategy which was 'internet sales'. Internet sales became very popular and hence company has decided to establish its production abroad.

Furniture Works in India

Furniture Works company based in South London has decided to open production function in India. As Indian market is booming, company has decided to open its production of furniture in India itself. Following the success of internet sales in London, company has decided to open a virtual organisation in India. Company has to follow certain rules and regulations with regards to establish business in another country.

Boundary less organisation

Furniture Works in India would be a boundary less organisation which means that company would have flexibility and responsiveness to change and facilitate the free exchange of information and ideas. Boundary less organisation would behave properly and encourage better integration between departments of the company, with staff and management. There is a systematic flow of information and ideas between staff and management. The management of the company has to overcome limitations imposed by boundary less culture and other internal corporate divisions. Furniture Works would operate as a boundary less organisation and hence systems of management would be traditional layers of management.

Organisation Structure

The structure of organisation will determine the manner in which it operates. It allows responsibilities for different functions and processes to be clearly allocated to different departments and employees. The structure also depends on objectives and culture of the company. Furniture works would adopt matrix structure as it would clearly create teams of people for various sections of business. There would be a separate department for sales, after sales service and customer service department.

Open Organisation culture

The management of company would adopt open culture. It means that company would always try to improve on what is achieved. There would always be scope for new ideas and innovation. Open society reflects innovativeness, equality of chances, tolerance, learning. This would reflect open culture of company for employees in respect of decision.

Organic Structure

The structure of the company would be organic in nature. Organic structure means the company would be innovative and always keep changing if required. Furniture Works would operate as a flat structure in which company will have relatively few layers or one layer of management. This means that chain of command from top to bottom is short and span of control is wide. Company would be benefited as innovation is necessary as company would operate in internet. Decisions of the company would be from senior managers to managers and from managers to the staff.

Matrix Structure

Furniture Works would operate as a matrix structure in which teams will be created for the purpose of a specified task and for each task there would be a project manager to look after specified task. The project managers would be responsible for completing project within specified deadline and budget. Project manager would be given task and they have to perform in order to achieve results for company. The company would adopt matrix structure as project team which is dynamic and able to view its problems in a different way and specialists have been brought together to ensure smooth running of business.

Task 2

Report

To The Directors

From Manissha.R,

Subject: Culture in different organisation

RBS

'Make it happen'. This is our brand mark - and so much more besides. It epitomises the way we work in every corner of our business, from Citizens to NatWest, from London to Connecticut, from top to bottom. You will hear many of our graduates talking about it - because it's a sentiment very real to them. While we do provide formal training, excellent support and a phenomenal infrastructure, we look to you to shape your career and determine how far and in what direction you want to go. Because with so many opportunities here, it's down to you to make the best choice for your career and then make the very most of it. 

Many of the programmes are focused around rotations, giving you the chance to see a particular business area from many different perspectives. But even if it isn't a rotational programme, there is likely to be an opportunity for placements or secondments. Either way, you will have the chance to find the best direction for your chosen career. But as ever, it will be down to you to drive it.

Primark

Primark's Equal Opportunities Policy

We encourage and develop people from all backgrounds and everyone has equal chances to progress within the company. There are no barriers to your progress within Primark. If you have the right attitude and can develop the right skills, you'll enjoy a bright, challenging career with us.

Our recruitment is based on the skills and qualifications you either have or could acquire. Once you're working for us, we'll give you the best opportunities for your continued progress in your job.

This is formalised within our Equal Opportunities policy:

Primark Stores Ltd is an Equal Opportunities Employer. The purpose of this policy is to demonstrate the Company's commitment to an environment of equal opportunities to both employees and potential employees.

The Company does not permit unlawful discrimination of any kind against any person on any grounds, including colour, race, creed, ethnic origin, religion, sex, marital status or disability. Unlawful discrimination is defined as treating any person less favourably than others would be treated in similar circumstances.

All the Company's personnel policies are based on Equal Opportunities and fair treatment, ensuring the promotion and practice of equality of opportunity for all.

Tesco

I just read a post on the Harvard Business discussion board about a speech that Sir Terry Leahy, Tesco's CEO, gave about the company's strategy. He described the challenges of delivering a distinctive and consistent buying experience to consumers in every store when you have more than 400,000 employees in multiple countries. Here's how Leahy explained his approach:

Tesco doesn't want one leader. We want thousands of leaders who take initiative to execute the strategy

In the early 90′s Tesco created a "steering wheel" to help clarify and communicate its mission, values, and strategy. So I went looking for a copy of the steering wheel on the Tesco corHYPERLINK "http://www.tescoplc.com/plc/"porate site. It wasn't easy to find, but I finally located a version of it on the "Managing Corporate Responsibility" page.  

Interestingly, in the center of the steering wheel is a phrase "Every Little Helps" which seems to be a pervasive theme at Tesco

Task 3

Implement sound management practice in a virtual organisation

Tesco Online

Tesco is the largest grocery retailer in the United Kingdom with over 600 stores, and the sixth largest in Europe. Tesco also has stores in the Republic of Ireland, Central Europe, Thailand and Korea. Tesco stores have a wide product mix, from groceries to pharmaceuticals, petrol to perfume. Tesco promise to provide value to consumers and this value is centred on competitive pricing and high quality. Tesco is the world's third largest grocery retailer. Success is based on listening and responding to customers. Running the business responsibly is an integral part of meeting this demand.

Tesco Online

Tesco sells variety of products online serving all the customers under one roof. Tesco sells groceries, recipes, phones, broadband, insurance, electrical, jewelleries and many more. Shopping online gives more flexibility to the customers and they can buy whatever they want.

Products offered online

Tesco sells variety of products online which are as follows -

Tesco Direct - Includes Seasonal Gifts, home electrical, furniture, kitchen, jewellery, watches, toys, games and many more.

Groceries - Includes all types of groceries and recipes.

Entertainment & Digital - Includes all books, DVD, cd, games, and Tesco jersey.

Finance - Includes own brand for Tesco, car insurance, home insurance, car breakdown, credit cards, business cards, loans, savings, travel and online servicing.

Phones & Broadband - Includes Tesco mobile network, mobile top-up, contract mobiles, broadband and dial up, internet phone, talk Wi-Fi, hone phone, ringtones.

Also includes Tesco diets, photo centre, gas & electricity, opticians, nutricentre, clothing, flowers & plants.

Tesco Club Card

Tesco Club Card is a card given to customers who want to shop online. As well as being about getting something back for the money spends, a Club card is also about ease and enjoyment. In fact, Club Card makes it easier shop as a list and a trolley. By collecting a form from store and sending it by filling in details, it is very easy to register for Tesco club card. Tesco Club Card gives more offers which are as follows -

Wine Club

Tesco Baby & Toddler Club

Tesco Food Club

Tesco Healthy Living Club

With the help of Tesco Club Card it is very easy to shop online and once registered with club card from Tesco then all the details are registered including payment details, mode of payment and other offers offered by Tesco.

EBay

EBay - The World's Online Marketplace

eBay is The World's Online Marketplace with a global customer base of 233 million. Founded by Pierre Omiya in 1995, eBay has created a powerful market place for the sale of goods and services by a passionate community of individuals and small businesses. EBay now has a global presence in 37 markets, including the United States. On any given day, there are millions of items listed on eBay across thousands of diverse categories, including antiques, toys, books, computers, sports, photography and electronics, amongst many others

.

Globalised Network

EBay has globalised network in many countries such as Australia, India, New Zealand, United Kingdom, United States, France, Germany, Malaysia, Singapore, Mexico, Taiwan, Hong Kong, Netherlands, Turkey and many more.

Products offered online

EBay offers variety of products online which are as follows -

Antiques - Includes clocks, furniture's, carpets, manuscripts, maps, metal ware and reproduction antiques.

Art - Includes canvas, drawings, paintings, photographs, posters, sculptures.

Accessories - Includes cars accessories, car parts, commercial vehicles, other vehicle parts and many more.

Electronics - Includes equipment, gadgets, home audio, televisions, and Vintage electronics.

Mobile - Includes Bluetooth accessories, home phones, mobile phones with contract, data cables, sum cards etc.

Music - Includes cassettes, cd's, records, etc.

Musical Instruments - Includes brass, guitars, harmonics, piano, string and other musical instruments.

Photography - Includes binoculars, telescopes, camcorders, digital cameras, tripods and supports.

Stamps - Includes collection of stamps from different countries sold.

Payment on eBay

EBay brings together buyers and sellers across the world to buy the things they want and sell the things they do not want. All the products are offered online and payment is protected with PayPal. PayPal is a safer, simpler way to send and receive money online. Once registered with PayPal, items can be bought on eBay as well as on hundreds of other leading retail websites, or can be used to send money quickly and safely to anyone with an email address. The money can be paid held in PayPal account balance or use another payment method such as a credit card, debit card or your bank account.

 

Once sign up for a PayPal account, there is a need to select PayPal as payment method when shopping online. Websites that accept PayPal will show the PayPal logo in their checkout and email address and password to confirm the payment. PayPal never shares financial information with sellers or retailers.

Furniture Works

Based on the research made on Tesco Online and eBay, Furniture Works has decided to establish its production function abroad. The company was trading through only one unit which was shop sales and later it developed a successful strategy which was 'internet sales'. Internet sales became very popular and hence company has decided to establish its production abroad.

Furniture Works in India

Furniture Works Company based in South London has decided to open production function in India. As Indian market is booming, company has decided to open its production of furniture in India itself. Following the success of internet sales in London, company has decided to open a virtual organisation in India. Company has to follow certain rules and regulations with regards to establish business in another country.

Boundary less organisation

Furniture Works in India would be a boundary less organisation which means that company would have flexibility and responsiveness to change and facilitate the free exchange of information and ideas. Boundary less organisation would behave properly and encourage better integration between departments of the company, with staff and management. There is a systematic flow of information and ideas between staff and management. The management of the company has to overcome limitations imposed by boundary less culture and other internal corporate divisions. Furniture Works would operate as a boundary less organisation and hence systems of management would be traditional layers of management.

Organisation Structure

The structure of organisation will determine the manner in which it operates. It allows responsibilities for different functions and processes to be clearly allocated to different departments and employees. The structure also depends on objectives and culture of the company. Furniture works would adopt matrix structure as it would clearly create teams of people for various sections of business. There would be a separate department for sales, after sales service and customer service department.

Open Organisation culture

The management of company would adopt open culture. It means that company would always try to improve on what is achieved. There would always be scope for new ideas and innovation. Open society reflects innovativeness, equality of chances, tolerance, learning. This would reflect open culture of company for employees in respect of decision.

Organic Structure

The structure of the company would be organic in nature. Organic structure means the company would be innovative and always keep changing if required. Furniture Works would operate as a flat structure in which company will have relatively few layers or one layer of management. This means that chain of command from top to bottom is short and span of control is wide. Company would be benefited as innovation is necessary as company would operate in internet. Decisions of the company would be from senior managers to managers and from managers to the staff.

Matrix Structure

Furniture Works would operate as a matrix structure in which teams will be created for the purpose of a specified task and for each task there would be a project manager to look after specified task. The project managers would be responsible for completing project within specified deadline and budget. Project manager would be given task and they have to perform in order to achieve results for company. The company would adopt matrix structure as project team which is dynamic and able to view its problems in a different way and specialists have been brought together to ensure smooth running of business.

Task 4

Report

To the Director,

From Manissha. R,

Subject: Effective online and direct communication processes

Furniture Works based in South London dealing in furniture's has developed a successful internet sales strategy. Now company has decided to develop a virtual organisation in India. To develop a virtual organisation company needs to decide how they will communicate with their customers. Communication is very necessary as it is the only source from which customers will buy the product from the company.

Sources of Communication

There are various sources of communication available for Furniture Works which are as follows

Online communication

Direct communication

Online Communication

Furniture Works has decided online chatting as a mode of communication between customers and the company. Online chat with the representative of the company is the best way of online communication. Online chatting with the customers will help the company to answer the queries regarding the products of the company. The best point would be that customer would get his questions answered within seconds. Customers will feel better when there queries are been answered by the representative and will create a sales opportunity. However there are certain factors involved in online chat which are as follows

Cost factor

Website designing - Website designing and developing is the main thing needed to be done in order to start a new system of internet sales. Website and online purchasing system need to be very efficient and up to date to meet the changing needs of the modern world and behavior of the customers.

Software required - Different software would be required by the company to be up to date with efficient online system. The purchase of different software will create huge costs for the company.

Staff training - Training for the staff is also important as staff will communicate with the customers. Staffs have to be given total knowledge about use of software and explanation about the product. Staff training will involve cost for company.

Flexibility

Online chat would be very flexible. It would only require a sender and a receiver. Being flexible means that customer can be flexible to ask the questions at any time and representative of Furniture Works would be always ready to answer the questions. Flexibility is very important in online chat as representative of company will have sufficient time to explain product about the company or solve queries of customers.

24 hour service - Customers of Furniture Works will be receiving 24 hour and 7 days a week an online chat service which would be very flexible. Flexibility in the staff is also important as staffs have to give proper information about the product.

Flexible staff - A good amount of staff would be needed by Furniture Works to ensure that each and every customer who wants to have an online chat is been responded within seconds. The main purpose of online chat is to give priority to customers.

Reliability

Online chat with the customers will be reliable for Furniture Works as they would know whether customers are interested in buying on internet or not. The concept of online chat is beneficial for customers as they would expect reliable information from executive of company. All the information given about product of the company must be correct and hence staff must be given proper training about the product of company.

Direct Communication

Telephonic conversation is a source of direct communication which will enable Furniture Works to increase the sales for the company. Communication through telephone is the best way of communication as there is a two way communication - sender and receiver. However there are certain factors involved in direct communication which are as follows

Cost - There are certain cost involved in telephonic communication such as telephone, telephone connection and cost involved in calling to customers. There would be number of calls made to customers who are interested in buying product of the company. After completing online conversation, a call is made to verify the contact details of customer.

Flexible - Direct telephonic communication is very flexible as there is a two way communication and all details of customers are received through telephonic conversation such as type of product selected, type of payment, date of receiving product to customer and many more.

Productive - Telephonic communication is productive as it is very quick and easy. Customers will ask all his queries once again to confirm his product and representative on telephone will reply back giving all details to customer and hence it would be easy for company to increase sales.

Reliable - Communication made through telephonic conversation is reliable as it ensures trust and loyalty from both parties - sender and receiver. Customer gives all instructions which are needed by executive regarding payment details for the product.

Advantages of online chat for Furniture Works

Increase in Sales

Customers given priority, information provided on the spot.

Task 5

Create effective global structures

Furniture Works has decided to open its production function in India. The main idea behind this move is to develop a virtual organisation. Furniture Works dealing in selling of furniture's was previously selling products in shop environment. Later, management of the company decided to sell its product on the internet. Hence, the company developed a successful 'internet sales' strategy.

Joint Ventures

The management of Furniture Works has decided to establish in India. Joint Venture is when two or more organisation come together to pursue same economic goals. Before entering in a different market, the management of Furniture Works has to collaborate with the existing leaders in the Indian market. This would help Furniture Works to enter in a different market and understand the market conditions. Furniture Works will do joint venture with that company which is performing well in the market. Joint Venture with the other company will help Furniture Works to strengthen the organisation position in the new market. It will also include collaboration on projects which include sharing skills, finance, materials etc.

Successful Joint Ventures will lead Furniture Works to:-

Access to new markets

Increased capacity

Sharing risk and cost

Access to greater resources

However, the management of Furniture Works has to decide to collaborate with the other companies in Indian market or not. Joint venture would lead Furniture Works to access greater resources but there would be other problems which company can face. Furniture Works has to adopt culture of the other market and there might be problems with the employees. The objectives of both the companies may differ as Furniture Works would only have short term objective to settle in Indian market and create goodwill for company's product. Joint Ventures can lead Furniture Works to certain problems such as:-

Objectives not clear to all partners / employees

Partners having different objectives

Imbalance in skills, resources among partners

Difference in management styles

Difference in culture

Delegation

Furniture Works has to delegate the tasks to each and every employee of the organisation. Delegating the authority and responsibility to each and every staff is very difficult as in a joint venture organisation; all the employees will accept the orders from the respective managers. Each and every employee has to be delegated the responsibility according to its capability and hence delegation of tasks may create problems such as:-

Monitoring the work

Quality

Training of staff

The goals and objectives of both the companies have to be achieved. Both the company has to accept less than one common term and it has to be understood by all the employees of the company and they have to work as a team. All the employees of the company have to be given proper training in order to delegate the task properly. Task performed by the employees has to be monitored by the managers or the subordinates.

Alliance

Furniture Works can have an alliance between the other companies in Indian market. Alliance is agreement made between two or more parties to advance common goals. Furniture Works and other company can have common goals to work together for the benefit of customers. Alliance will help Furniture Works which have common goals to operate between different countries.

Alliance with eBay

Based on the research done in the previous task, eBay has an alliance with Half.com in which there is source of earning money when eBay gets recommended. Half.com offers buyers an online marketplace where they can buy both new and used textbooks, books, music, movies and video games at discounted prices. With one of the largest inventories on the web, Half.com offers everyone the ability to find the best bargains online, quickly and easily.

Hence, it would be recommended for Furniture Works to have a joint venture or alliance with a reputed company so that Furniture Works can easily enter Indian market just like eBay has with Half.com. The management of Furniture Works has to adopt Indian culture and different management styles to be practiced by the organization. With the help of joint venture, the assignment of responsibility and authority is delegated to all the managers of both the company. However, Furniture Works has to make clear the objectives of organization to the other company so that the policy is followed by the employees of the organisation and there would be no imbalance in skills and resources among employees or partners of the company.

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