Information given by CEO:

The CEO of Nature Care Products has indicated that he wants you to prioritise treatment of a number of risks as follows:

Inability to attract sufficiently qualified staff One of the risks identified in the risk management plan is the inability to attract sufficiently qualified and knowledgeable staff to manage the new retail stores. The risk treatment identified is to invest in the training and development of existing staff to fulfil this role, at least in the short term.

It has been identified that at least two of the existing customer service representatives are interested in taking on this new role. Neither of the two customer service representatives have managerial skills nor knowledge, but they both have excellent company and product knowledge, as well as customer service skills.

Unsustainable workplaceAnother risk identified in the risk management plan is increased costs to the business through inefficiencies in resources usage. Given that the business is set to expand, it is of key importance that resources are used sustainably and efficiently. The CEO wants to implement the risk treatment of measuring the company’s environmental sustainability and resource usage, commencing with the head office location.

Low customer satisfactionA further risk identified as a priority is the any threat to customer satisfaction. Given that the business is expanding, customer satisfaction will be crucial. The risk treatment identified is to develop a customer questionnaire that can be used to measure customer satisfaction.

A report on staff training options

After Reviewing the case study information and then research a range of potential training options for the customer service representatives, including both on and off the job options, I have Identified at least three suitable options. Then developed a short report outlining recommended option/s for the training, including a rationale for each recommendation. I have included the details of each recommended training option, including a summary of the training to be provided and outcomes, location, costs and duration as applicable.

Staff Training Report:

Position: Customer service representative

Potential training options:

On the Job Training options

Option a)

Rationale Behind the recommendation a):

Option b)

Rationale Behind the recommendation b):

Option c)

Rationale Behind the recommendation c):

Off the job Training Options:Option a)

Rationale Behind the recommendation a):

Option b)

Rationale Behind the recommendation b):

Option c)

Rationale Behind the recommendation c):

Training OutlineOn the Job Training

Name of the Training Outcome Location Cost Duration Option a)

Option b)

Option c)

Off the Job Training

Name of the Training Outcome Location Cost Duration Option a)

Option b)

Option c)

An inspection of head officeGiven the CEO’s concerns, I completed an inspection of head office (this will be the RTO as the simulated environment) to identify environmental sustainability and resource usage issues and to identify and report on possible solutions. I, therefore undertook an inspection of the RTO facility using the environmental sustainability and resource Usage Record Template. I recorded at least 3 actual or potential environmental sustainability and resource usage issues that I found during activity one.

Environmental Sustainability and Resource Usage Record

Areas of RTO & practices reviewed

Provide a brief description of the issue in this section.

Use of consumables/ materials/ technology/ equipment

Identify equipment that use energy and determine which equipment uses the most/least energy?

Are switches left on overnight/weekend?

Do staff use the sleep mode/screen saver?

What practices are currently in place to help minimise energy wastage?

Energy usage e.g. water, electricity gas

How is energy used on a daily basis?

What things/tasks use up the most energy?

Are switches left on overnight/weekend?

Are staff using energy sensibly?

What practices are in place to support effective energy use?

Waste Describe workplace

waste. How is it disposed of? Are staff conscious of

waste management practices e.g. recycling, reuse, disposal?

Date of inspection or review: Completed by:

A customer questionnaire.

Develop eight questions that measure customer satisfaction and can be answered on a sliding scale from 1 (which is don’t agree at all) to 10 (which is totally agree).

Try to develop questions that encompass as many aspects of the customer’s experience as possible.

Use language that is polite and friendly.

There should be a space under the questions for responders to give written feedback.

Create a new Word document for this activity and save it as Customer Questionnaire. The questionnaire should fit on one side of an A4 page.

Draft of an email to the CEO to send Staff Training report, Resource usage report and Customer Questionnaire and seek FeedbackThe text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.It should introduce and summarise the contents of the attachments and seek their feedback and approval to move forward with the project.

Attach the following to the email: staff training report usage record customer questionnaire

The CEO will send you a note providing comments and approval to proceed with the training course that they select from your report.

It is six months later, and I am monitoring the implementation of the risk treatments to ensure enough qualified staff, a sustainable and efficient workplace and high customer satisfaction.

Assume also that both managers participated in a formal, nationally recognised course in management, which they completed over the last six months.

You have been provided with the following information by your team, which you will use to monitor the implementation of the action plan:

The new Human Resources Manager has provided you with performance review information for the two Managers in a Performance Review Results Memo, as well as a staff survey conducted to assess employee satisfaction in a Staff Survey Results Memo.

The Marketing Manager has provided you with sales analysis for the last six months in a Sales Data Analysis Memo, as well as a memo about a recent customer survey. Customer Survey Results Memo

The Office Manager has provided you with a Sustainability Report.

Risk monitoring report.In order to monitor the implementation of your action plan you are required to review the following documents:

Customer Survey Results Memo Sales Data Analysis Memo Staff Survey Results Memo Performance Review Results Memo Sustainability Report

Develop a risk monitoring report that provides a summary of the data provided to you and document what the data shows in relation to the effectiveness of the action plan.

Identify any additional risk control measures, which you believe should be put in place as relevant.

Your report should be 1 to 2 pages long.

IntroductionThe purpose of the Report:

The risk Controls identified:

The Documents used for monitoring:

Hint: Monitoring has been conducting using a range of data provided by staff. This includes:

Customer Survey Results Memo Sales Data Analysis Memo Staff Survey Results Memo Performance Review Results Memo Sustainability Report

Review of Customer Survey Results Memo

A review of Sales Data Analysis Memo

Review of Staff Survey Results Memo

Review of Analysis of staff survey results and achievements against targets in relation to sustainability.

Review of Performance Review Results Memo

Evaluation

Draft of an email to the CEO for sending the Risk monitoring report:

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.It should introduce and summarise the contents of the attachment.

Attach your risk monitoring report to the email.

Appendix:Customer Survey Results Memo

To: Operations Manager

From: Marketing Manager

As discussed at our last staff meeting we have recently conducted a customer survey to inform ongoing operations and marketing.

As also discussed, I am sending you the results which will also inform the effectiveness of the training provided to the new Managers of the retail store.

Please note that survey was sent to a random sample of customers to be completed through survey monkey. The survey was sent to 75 customers and 49 customers completed the survey.

As this was the first customer survey, customers were asked to respond to a small number of general questions only.

Customer survey findings are as follows:

Overall satisfaction with NatureCare Products

26 totally satisfied

18 somewhat satisfied

4 dissatisfied

1 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is 42%.

Based on an analysis of the figures above, our score is 53% for total satisfaction which is above the industry average.

Ease of doing business with NatureCare Products

20 totally satisfied

19 somewhat satisfied

8 dissatisfied

2 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied with ease of business is 47%.

Based on an analysis of the figures above, our score is 40% for total satisfaction, which is under the industry average.

Ease of relating to Store Manager and staff

42 totally satisfied

6 somewhat satisfied

1 dissatisfied

0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate ease of relating to store manager and staff is 72%.

Based on an analysis of the figures above, our score is 85% for total satisfaction, which is above the industry average.

Customers who said they would purchase products from NatureCare Products again are:

42 totally satisfied

6 somewhat satisfied

1 dissatisfied

0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that would purchase products again is 72%.

Based on an analysis of the figures above, our score is 85% for total satisfaction, which is above the industry average.

Customers who said they would recommend NatureCare Products to others

38 totally satisfied

8 somewhat satisfied

3 dissatisfied

0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they would recommend the company to others is 63%.

Based on an analysis of the figures above, our score is 77% for total satisfaction which is above the industry average.

Sales Data Analysis Memo

To: Operations Manager

From: Marketing Manager

As recently discussed, I am sending you the sales data analysis

Sales in all stores have increased on average by 20% over the six-month period since we have opened the stores.

Obviously, this is an excellent result influenced by a range of factors.

I have no doubt in my mind that the product knowledge of the two-customer services officer who transitioned to the manager roles has assisted with this excellent sales results.

This was particularly noticeable in that the Melbourne store (managed by a new Manager who had not previously worked with the company) had significantly lower sales than Brisbane and Sydney stores which could not be explained by other factors.

Thanks

Marketing Manager

Staff Survey Results Memo

To: Operations Manager

From: Human Resources Manager

As discussed at our last staff meeting, we have recently conducted a staff survey to inform ongoing human resourcing.

As we discussed, I thought this may include some useful information that might help you in monitoring the impact of the risk treatment for lack of qualified staff.

I’ve highlighted some points that I think might be useful.

Staff survey resultsWhat do you like most about working for this organisation?

The people I work with and the people I work for.

The goal-oriented atmosphere and the drive of the company to grow.

Seeing everyone achieve their goals.

The feeling that what I do on a day to day basis has a direct impact on our company and its success.

That there is always something new and exciting in the works; everyday there is an effort to make things better for the company and the clients

Commitment to training and professional development

What do you like least about working for this organisation? Unstructured performance review.

Not enough training.

Irrelevant training – the training I recently completed in management did not help me to do my job, I would have preferred on the job training

Not enough communication between staff and management.

Not rewarded for my efforts.

Asked to do things above and beyond my job description.

Not recognised for efforts.

What causes you the most stress or frustration at work? Disorganised processes, not consistent with managerial decisions.

Too much work.

Not always clear what my role is.

If you were the CEO of this organization, what would you do differently? I would set clearer goals and rewards for my staff.

More staff participation in the meetings.

Lay out a vision, give clear expectations and job descriptions to each person and "let go" so the business runs in an efficient manner as possible.

Give timely and effective feedback.

Employ more women in senior positions to add diversity to the organisation.

On the job training is most beneficial so I would focus on this

What is it about this organisation that causes you to give more than what’s expected (or necessary to keep your job)?

I really connect with the vision of the company.

I want to see the company succeed.

I want to keep my job.

The company is growing, I’ve been able to transition into a new managerial role.

What about this organisation causes you to withhold an extra effort? My specific role within the company does not tap into my full potential.

I feel I am unchallenged here and therefore I don't feel that I am working as hard or trying as hard as I could be.

Seeing a lack of effort from others.

What gets in the way of teamwork and/or cooperation in this organization? People who do not make the effort to find out about the company and its services and

procedures.

Procedures that are set up for very good reasons, but not followed.

Managers that are not available when you really need them because they are often in meetings. Meetings are important, but so is supporting your team in every way that you can.

There can be an “us versus them” mentality, I’ve found this with some staff members who have been promoted to senior roles.

What could be done to improve teamwork and cooperation? People need to be trained properly and by a manager, so that they can learn the proper

procedures and be encouraged to take notes for future reference. This will also allow the manager to see the employees’ progress (or lack thereof).

The three-month probation period to determine whether or not the person will fit in with the team and be able to grow with the company. The three-month probation is not being used.

Better communication and cooperation throughout the whole company.

Better communication

Nature Care Products

Sustainability Report

Since implementation of risk controls have been implemented for more effective resource control, the following sustainability initiatives have been implemented:

Energy audit and all recommendations implemented including signage about energy use (e.g. switch off lights at night, turn down brightness, turn off taps)

Recycling policy introduced, and three more recycling bins introduced. Green purchasing policy developed (on staff intranet, email sent to staff to advise). Green transport policy developed and implemented (on staff intranet, email sent to staff to

advise).

Prior to the implementation of the above, the following targets were set:

Reduce electricity consumption by 20% within three months. Promote awareness of sustainability initiatives amongst all staff members

The results of the energy audit are as follows:

Prior to energy audit:

Annual energy bill: $2,415 a year Annual greenhouse emissions: 18 tonnes a year

Three months later:

Annual energy bill: $1,800 a year Annual greenhouse emissions: 10.2 tonnes a year

Six months later:

Annual energy bill: $2,215 a year Annual greenhouse emissions: 14 tonnes a year

Note: Four new staff members employed may account for increase. Energy targets were not adjusted to account for the new staff.