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According to my assessment I selected Indian Grocery Shop At Otahuhu I went to the store and meet with the store manager and told him that I want to research on his store for my college assignment and he allow me to do research but he put some conditions that the information collected by you is only be used for study. The store is very busy all the time. They have 10 fulltime employees and 5 part-time employees. During my research I found poor customer service. The employees are not able to communicate properly with their customers. My assessment topic is based on Motivation and my topic is Customer Service.
This project proposal is based on my own investigation. This helps me a lot that the store manager and my cousin are good friends. So, it makes my work easier. The manager of the store is agreed and allows me to investigate the business problem.
This business problem comes under the Resourcing. It means that I choose this topic by keeping in mind the course outline.
The scope of my research is not too narrow or not too broad. It is just topical which states that the length and breadth of the Heading is appropriate. The investigated topics are not in depth, the questions are simple and clear.
Food for less is grocery shop situated in Otahuhu, Auckland. They provides mostly Indian products because there are large number of people who enjoy Indian or Fiji Island products thus selling these items will generate a high level of profit. Food for less imports their product from Fiji Island and selling it on low prices, the customer save money. This was to generate profit and expand the business, to give competition to businesses like Get Fresh and Pack n Save. All businesses start small and will have challenges. Eventually, we find ways to reduce these challenges by working effectively and efficiently.
The company's goal is to open up more branches in 5 to 7 years in New Zealand so they can provide service to the people and earn more profit.
Levels of Planning
Planning is first step of any management process. Planning is process of define goals of organization and outline how to achieve these goals. Organizations are find missing opportunities or direction without proper planning. Planning aligns company internal structure with external factors. In management concept, it is usual to reflect that there are three levels ofÂ planning, though in exercise there may be more than three stages of management. Following are basic three level of Planning
Strategic planning:Â also known as, top level planning is prepared by the upper management, i.e., board of directors or governing body. It includes the long-term objectives and policies. These are long term planning like 3 -5 years.
Tactical planning:Â it is done by middle level managers or departmental heads. It is concerned with 'how' of planning. It compacts with growth of resources to the best advantage. It is, in fact, oriented to functions and departments rather than to the organisation as a whole.
Operational planning:Â also known as or activity planning, it is the concern of lower level managers and supervisors.it help to make tactical planning. It is typically for a short-term and may be reviewed quite frequently to be in adjusting with the tactical planning.
Strategic plan for food for less: - According to my research Food for Less does not have Strategic plan. They are just concerned with their daily jobs and making profit.
Tactical Plan for Food for less: - There are many departments in the company. They liaise with upper and lower management to develop their plans. As a result they failed to improve customer service .this situation can be controlled if all the middle managers combine their efforts and support ideas that it can be survived.
Operational Plan for Food for less: - The operation planning is done by the manager or supervisor. In food for less, manager is developing plan and assigns jobs to every employee. Their main objective is to finish daily jobs.
A leadership style called "transformational leadership" is frequently the most effective method to use. Transformational leaders have honesty, they encourage people with a mutual vision of the future, and they set clear objectives and motivate people. Leadership styles are depending on the situation. Same style does not fit in all situations Following are leadership styles
Food for Less, manager is using Autocratic leadership style. According to Autocratic style employer have full power on all staff and employee having very few opportunities to make any suggestion. Food for Less, manger having all control on staff and shop. He takes his all decision without discussing with others and he think he is good leader.
Cultural style: - Store manager is Fiji Indian. According to Indian culture employer can do anything any time. There are same situation in Otahuhu store because have all right to do anything in store.
Employee motivation is enforcing individual performance. Employee motivation sources are from where employee motivated. That can be done by different ways like give rewards to employee, involve employee into decision making process and praise employee work so they work hard. In Otahuhu staff can be motivated by giving bonus or rewards and by praising employee work.
Abraham Maslow (1908 - 1970) along with Frederick Herzberg (1923 )
Frederick Winslow Taylor (1856 - 1917)Â
Elton Mayo (1880 - 1949)Â
Abraham Maslow (1908 - 1970) along with Frederick Herzberg (1923)
Maslow put frontward a theory that there are five stages of human needs which employee's requirement to have satisfied at work.
All of the requirements are structured into a hierarchy and only when a lower level of want has been fully satisfied, would a worker be inspired by the chance of having the next need up in the hierarchy fulfilled.
A business should therefore proposal different motivations to workers in order to help them achieve each need in turn and progress up the hierarchy. Managers should also know that workers are not all motivated in the similar way and do not all transfer up the pyramid at the same pace.
In Relation to otahuhu store employee is working hard to get promotion. If they get rewarded then they will motivate to achieve next level of pyramid. Like manager motivated to esteem need.
When two or more people are working together to achieve common goal is called team work. For example in Food for Less, they imports products from Fiji. Employees are working together to devanning shipment and put stock in their proper place. Some staff is doing unpacking and other is arranging stock into their location so customer easily gets them.
Ethics reflects to the company's commitments to its employees and the communities in which it operates. Business ethics is a form of applied ethics that examines just rules and principles within a commercial context; the various moral or ethical problems that can arise in a business setting; and any special duties or obligations that apply to persons who are engaged in commerce. Generally speaking, business ethics is a normative discipline, whereby particular ethical standards are advocated and then applied.
Standards Conduct: - Food for less does not have proper standard of conduct because they are selling expires product some time. They are paying less than minimum wages which is illegal. Some people are also working in shop who is not allowed to work in New Zealand.
Consequences: - employee can sue employer to court because they are paying less than minimum wages and organization will lose their reputation in society. In circumstances court fined to employer and employer have to pay that fine.
Organization has some duties toward society which is called Social responsibilities. If business doing something to make society better that's means business is socially responsible. Food for less give charity time to time and they have their own Ramayana mandli. They play important role in social welfare activities.
Barrier that inhibits organization:-
Mind set of management: - food for less, manager has all power of doing anything. Ha can take any decision without consulting with others.
Customer services: - they having very poor customer services. It's very hard for customer to find products.
Control helps organization to achieve its targets. Other term often used to describe control is monitoring. It is closely working with planning function. Planning involves setting goals and controlling checks that those target have been met. Controlling is three types
Feed forward:- these controls are ensure that production runs smoothly before it begin. For example if employee in otahuhu shop start devanning container their safety equipment would be checked before they enter in container.
Concurrent Controls: - Concurrent controls are placed during production process. For example filling stocks in their location and set product properly.
Feedback Controls: - this is final type of control when production is complete the output are reviewed. For example feedback is provided to student after exams.
Every organisation has to have a planning and controlling system. There are three levels of planning system which is controlled by different levels of managers in an organisation these managers help an organisation to operate effectively. An organisation has to also follow ethics and their social responsibilities in order to be in good terms with the customers. In this research it discusses on the internal and external problems which affect the performance of an organisation, and how the three levels of management perform the planning and controlling tasks. Once the employee starts working towards plan & control of the organisation, the organisation will increase its productivity.
in 1month,report should be given
In-house customer service training
in 1week,progress should be shown
Self-service by use of kiosk
in 6months,few should be installed in the store
Team work Exercises
in 1weeks,progress should be shown and understand