Assignment Brief

BTEC Level 4-5 HNC/HND Diploma (QCF)

To be filled by the Student

Name of the Student : M. FAHAD RAHIM

Edexcel No : Registration No: COL/E-001780 Batch No:46

Unit Assessment Information

Qualification : Higher National Diploma in Business Management

Unit Code & Title : Unit 15 Managing Business Activities to Achieve Results

Assessment Title & No’s : Managing Business Activities to Achieve Results (Assignment 1 of 1)

Learning outcomes and grading opportunities:

LO 01: Understand the importance of business processes in delivering outcomes based
upon business goals and objectives
Learning Outcomes AC1.1 AC1.2 AC1.3
LO 02: Be able to develop plans for own area of responsibility to implement operational
plans
Learning Outcomes AC2.1 AC2.2 AC2.3 AC2.4
LO 03: Be able to monitor appropriate systems to improve organisational performance
Learning Outcomes AC3.1 AC3.2 AC3.3 AC3.4
LO 04: Be able to manage health and safety in the workplace
Learning Outcomes AC4.1 AC4.2 AC4.3 AC4.4

Merit and Distinction Descriptor

M1.1 M2.1 M3.2 D1.1 D2.2 D3.5

Date Issued : Date Due : 14/12/2016

Date of Submission: 13/12/2016

Assessor : Date Assessed:

Internal Verifier (IV): Date of IV:

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Assignment Feedback
Formative Feedback: Assessor to Student

Action Plan

Summative feedback
 Feedback: Student to Assessor

Assessor signature Date

Student signature Date

Select a medium size organization where you would have easy access to their business processes,
operations, quality systems, health and safety at work place etc.…. This may be the organization in
which you work, or an organization which you may have easy access to complete the following task.
Please ensure that when selecting the organization that you will be able to cover all tasks set out in the
assignment.

Task 01 (Covers LO 01 and AC 1.1, 1.2, 1.3)

1.1. What type of processes could possibly exist in your selected organization? Evaluate the
interrelationship between those different processes and functions of the organization. (AC
1.1)
1.2. Taking into consideration the selected organization justify the methodology to be used to map
Processes of the selected organization with their respective goals and objectives. (You can
form related assumptions in creating objectives and processes.) (AC 1.2)

1.3. Evaluate the output of the process of the selected organization / department and the quality
gateways (AC 1.3)

Learners are encouraged to concentrate on M 2.1 and D 2.2 in order to achieve distinction and
merit grade descriptors when addressing the above tasks 01.

Task 2 (Covers LO 02 and AC 2.1, 2.2, 2.3, 2.4)

2.1 Select an area of responsibility; this may be production or any other department of the
organization and design plans which promote goals and objectives for this area of
responsibility (AC 2.1)

2.2 Taking the organization / department you have selected in to consideration write Objectives
which are specific, measurable, achievable, realistic, and time based to align people and other
resources in an effective and efficient way for the selected department (AC 2. 2)

2.3 Assuming that you would be responsible for the department you selected develop business
systems that should achieve the company’s objectives, implement appropriate systems to
achieve objectives in the most efficient way, on time, to budget, and meeting organizational
standards of quality (AC 2.3)

2.4 Assuming that you are the Manager in charge what work activities should be carried out by
the Managers overlooking the selected department in meeting the operational plan through
effective monitoring and control (AC 2.4)

Learners are encouraged to concentrate on M 1.1 and D1.1 in order to achieve distinction and
merit grade descriptors when addressing above tasks2.1 & 2.3

Task 3 (Covers LO 03 and AC 3.1, 3.2, 3.3, 3.4)

Taking the scenario given above

3.1 Quality is conforming to customer requirements, therefore, design systems in order to
manage and monitor quality standards specified by the organization (AC 3.1)
3.2 In your opinion what would be the ideal set of practices that would demonstrate a quality
culture which will result in continuous monitoring, evaluation and development of the
process practiced in the company. (AC 3.2)

3.3 Recommend improvements to the existing quality system aligning the organization’s goals
and objectives which results in improvements. (AC 3.3)

3.4 Report on how the above changes would influence the organization as a whole (AC 3.4)

Learners are encouraged to concentrate on M 3.2 in order to achieve distinction and merit
grade descriptors when addressing above tasks 03

Task 4 (Covers LO 04 and AC 4.1, 4.2, 4.3)

Assuming that the selected organization is opening a branch in the UK, the management has
requested you to overlook the health and safety in the work place and address the following

4.1 Carry out a risk assessment covering the criteria of legal, regulation and company
requirements and ensure that appropriate action is taken to manage health and safety in the
work place (AC 4.1).

4.2 Demonstrate that health and safety regulations and legislation applicable in specific work
situations in the organization you have selected are correctly and effectively applied? (AC
4.2)

4.3 Carry out a systematic review of the selected organization’s health and safety policies and
procedures in order to ensure they are effective and compliant (AC 4.3)

4.4 How would you carry out practical application of health and safety policies and procedures in
your selected organizational work place when operating in the UK (AC 4.4)

Learners are encouraged to concentrate on D 3.5 in order to achieve distinction and M1.1
merit grade descriptors when addressing the above tasks 04.
Assessment Criteria - Pass
Outcome(s)/criteria
Outcome 1: LO1 Understand the importance of business processes in delivering outcomes based upon
business goals and objectives
1.1 Evaluate the interrelationship
between the different processes
and functions of the organisation
1.2Justify the methodology to be
used to map processes to the
organisation’s goals and objectives
1.3 Evaluate the output of the
process and the quality gateways
LO2 Be able to develop plans for own area of responsibility to implement operational plans
2.1 Design plans which promote
goals and objectives for own area
of responsibility
2.2 Write objectives, which are
specific, measurable, achievable,
realistic and time based to align
people and
other resources in an effective and
efficient way
2.3 Implement appropriate systems
to achieve objectives in the most
efficient way, on time, to budget
and meeting organisational
standards of quality
Possible evidence Achieved Feedback
Task 1.1): Evaluate the
interrelationship between the
different processes and functions
using the value chain or the
interrelationship diagram between
functions of the organisation
Task 1.2): Justify the
methodology to be used to map
processes to the organisation’s
goals and objectives using the
inter relationship between
objectives and processes diagram
or the Planning responsibilities
and task diagram
Task 1.3): Using process flow
charts and quality gateways
evaluate the output of the process
using the right measurements.
Task 2.1)Using the strategic
and short term relationship model
or the PDCA model and any other
business tool you may feel
relevant and design plans which
promote goals and objectives for
own area of responsibility
Task 2.2)Write objectives, in
terms of time, cost, volume,
customer satisfaction, quality
etc…which are specific,
measurable, achievable, realistic
and time-based to align people
and other resources in an effective
and efficient way.
Task 2.3)Utilising Lean
manufacturing and any other
appropriate method to meet
quality, quantity, time, cost
objectives etc….to implement
systems to achieve objectives in
the most efficient way, on time, to
budget and meeting
organisational standards of
quality.
2.4 carry out work activities
meeting the operational plan
through effective monitoring and
control
Task 2.4)Using process flow
charts or work flow diagrams and
other control and monitoring tools
such as control charts, Gantt
charts etc….carry out work
activities meeting the operational
plan through effective monitoring
and control

Outcome(s)/criteria Possible evidence Achieved Feedback

LO3 Be able to monitor appropriate systems to improve organisational performance

3.1 design systems to manage and Task 3.1 Quality is conforming
monitor quality standards to customer requirements, using
specified by the organisation TQM principals and tools, quality
circles, etc….design systems to
manage and monitor quality
standards specified by the
organisation
3.2 demonstrate a quality culture Task 3.2 Using Developing a
to ensure continuous monitoring, Quality Culture framework
evaluation and development of the demonstrate a quality culture to
process ensure continuous monitoring,
evaluation and development of
the process
3.3 recommend improvements Task 3.3 Using Tools for
which align with the generating ideas or tools used in
organisation’s objectives and goals TQM, or using lean
and which result in improvements manufacturing methods or
Business Process Re-engineering
recommend improvements which
align with the organisation’s
objectives and goals and which
result in improvements
3.4 report on the wider Task 3.4 Using the value chain
implications of proposed changes or interrelationship between
within the organisation functions diagram report on the
wider implications of proposed
changes within the organisation
LO4 Be able to manage health and safety in the workplace
4.1 carry out risk assessments as Task 4.1: Identify hazards and
required by legislation, regulation carry out risk assessments using
and organisational requirements the five step model of assessing
ensuring appropriate action is risk required by legislation,
taken regulation and organisational
. requirements ensuring appropriate
action is taken using the H & S
policy implementation process
flow chart.
 4.2 demonstrate that health and
safety regulations and legislation
applicable in specific work
situations are correctly and
effectively applied
4.3 carry out a systematic review
of organisational health and safety
policies and procedures in order to
ensure they are effective and
compliant
4.4 carry out practical application
of health and safety policies and
procedures in the workplace.
Assessment Criteria - Merit
Grade Description
(Merit)
M1. Identify and apply
strategies to find
appropriate solutions.
M2. Select/design and
apply appropriate
methods/techniques.
Task 4.2Using the PDCA cycle
demonstrate that health and safety
regulations and legislation
applicable in specific work
situations are correctly and
effectively applied
Task 4.3Using the H & S policy
implementation process flow
chart elaborate how you would
practically apply a systematic
review of organisational health
and safety policies and procedures
in order to ensure they are
effective and compliant
Task 4.4 Using models
mentioned in 4.1 or4.2 elaborate
how you would practically apply
of health and safety policies and
procedures in the workplace.
Possible evidence Achieved Feedback
M1.1:Effective Judgment have
been arrived
M2.1: relevant theories and
techniques have been
applied.
 M3. Present and M3.2 Coherent, logical
communicate appropriate development of
findings. principles/concepts for the
intended audience.

Assessment Criteria - Distinction

Grade Description Possible evidence Achieve Feedback
(Distinction) d

D1. Use critical 1.44D1.1 Conclusions have been arrived at

applications to evaluate through synthesis of ideas and have been
own work and justify justified.
valid conclusions.

D2. Take responsibility D2.2. The substantive activities,

for managing and projects or investigations have
organizing activities. been planned, managed and
organized.

D3. Demonstrate D3.5Innovation and creative thoughts

convergent/lateral/creativ have been applied.
e thinking.
1.1 What type of processes could possibly exist in your selected organization? Evaluate the
interrelationship between those different processes and functions of the organization.
Introduction

Amana Bank

This report is built on understanding the organization’s processes, operations, quality systems,
health and safety at work place.
This is a licensed commercial bank situated in Sri Lanka carrying out all their activities under the
Islamic banking principle. This bank is said to be the only bank in Sri Lanka whose transactions
are interest free and also the market leader in the Islamic banking industry in Sri Lanka. The
company mainly focuses in achieving its vision being “To be an admired leader in providing
equitable finance solutions, not limited to numerics, but also in earning the trust of our
customers, employees, shareholders and country” and its mission “To adopt a unique and people
friendly approach with a passion with continuous improvement, enabling growth and enriching
lives of people” as depicted in the Annual report of 2014.
Business process

A business process can be explained as the set of acts done by the employees in a business to
achieve the organization’s goal or objective. Improving these processes systematically can be the
main objective of business process management. Business process outsourcing is done when an
organization cannot accomplish some business processes because of unaffordability resources or
if the cost is high (Rouse, 2016). Different steps in the business process is measured so that the
organization can see if the business process is successful or not. When the organization’s goals
are not met on time or if the resources available are not used enough, the organization can use
various strategies to overcome this problem. For example, business process mapping.
The business process can be broken down to many categories and are as follows;

1. Management process- this process is related to the organization’s systems and procedures
because this process measures, controls and monitors these activities. Direct value to the
customer is not provided in this process. An example for the management process that
exists in Amana bank is corporate communication, strategic planning, budgeting and
corporate governance.
2. Operational process- operational processes can also be called primary processes. The
process deals with the base of the business and its value chain. Unlike managerial
processes, operational process gives out value to the customer by assisting in
manufacturing the product or service. Important business activities that complete the
objectives of the business is denoted by this process. For example, advertising of
promotions, marketing the current facilities and order of cash
3. Supporting process- supporting processes can also be called secondary processes. These
processes assist or help the primary functions and processes in the organization. The main
between primary and secondary processes is that secondary processes do not give direct
value to the customers (Rouse, 2016). The supporting processes that exist in Amana bank
are technical support, recruitment, customer care and accounting.
4. Development process- Idris, (2010) says that a development process is based on a
research model which begins with a problem that has risen. The series of activities that
are included in this process are assessments, planning, implementing, gathering
information and finally viewing the results to see if it is satisfactory or if needs more
involvement.

Business functions

1. Operations- The product or service that your organization offers will decide if you need a
manufacturing or operations department. The actual production and transportation of this
good or service is involved in the operation department. There are three questions that need
to be answered and is included in the operations decisions and that is where to produce the
good? How to produce? and what quantity to produce? For new products and their processes,
research and development is needed.
2. Marketing- The customer needs should be identified first because that is what begins the
marketing activity. Market researching and knowing the customer requirements can be ways
to identify the right product at the right time and place and most importantly at the right
price. The managers of any organization have to come up with a good marketing strategy to
segment the market and then implement through the marketing mix
3. Finance- Finance can be said to be one of the most important primary functions because
money is needed to perform any business activity. For example, selling of shares to investors
to raise finance. Every organization needs to set financial targets and most importantly
allocated the cash flow within the business.
4. Human Resource Management- All organizations have employees with different strengths
and weaknesses, and managing them accordingly is the present-day approach says
Alturkistani (2015). He also says that human resource managements are an improved way of
managing people in an organization thus making it a strategic function (Edmunds, 2016).

Porter’s value chain

Porter’s value chain is an organized way Amana bank can look through their activities and how
they cooperate. Porter’s value chain breaks down the organization into strategically relevant
activities. This will let Amana bank to look into all the small activities and understand the flow
of cash and the present potential sources of differentiation says Mutua (2013).
 Figure 3. Porter’s value Chain. Source (Freeman, 2015)

Primary Activities

Inbound logistics

These are the main activities that exist in an organization. The activities comprise of
manufacturing a physical product or creating a service, marketing and providing after sales
assistance. This model highlights 5 main functions, and that is inbound logistics, outbound
logistics, operations, marketing & sales and finally after sales assistance. Since Amana Bank is
in the service industry, the inbound activities are the customer care service and the place where
all the bank services are told to the customer (MindTools, 2016).

Outbound logistics

Outbound logistics are activities that mainly deal with the finished product in terms of
distribution, delivery, scheduling and processing. The activities mentioned above are related to
the manufacturing industry. Taking Amana Bank into consideration, an example can be having a
fair number of branches to serve the customers island wide in an effective way says Bhasin
(2016).

Operations

In general, operations are converting the inputs into outputs. In a manufacturing organization,
their operation would be packaging, assembly and testing. As Amana Bank is a service
organization, most operations are handled in the back-office department. Some of these activities
are; handling the risk and finance, responding to all customer queries and training the staff to
handle customer problems. The author stated that, for a service organization to be successful,
their operations need to be done effectively and efficiently.

Sales and Marketing

Sales and marketing activities deals with ways in which an individual can purchase or buy the
product and convincing him to do so. Advertising, sales promotions and channel selection can be
taken as examples. All banks have a separate department to carry out these activities. One way
Amana Bank targets their customers is by advertising on media. Banks also use the marketing
mix (product, price, place and promotion) to promote their new product.
After Sales Services

According to Arline (2015), to add more value for the product, after sales services is very
important. For a physical product, after sales services comprise of repairs, maintenance,
installations and adjustment. Since services are intangible, employees must present their services
in a satisfactory level because customers are more likely to choose between alternatives.
Introducing new facilities and solving customer problems are example of after sales services in a
bank.

Support Activities

The main reason for support activities to exist is because they increase the effectiveness and
efficiency of the organization’s primary activities. Staff functions can be taken as an example.
According to the author, supporting activities are the activities that serve the entire firm like
infrastructure or the necessary materials to perform daily activities.

The process of purchasing the necessary materials that are used in this value chain can be called
as procurement. Office equipment, machinery, assets are some examples for it. The author
observes that the cost of purchased inputs can be affected when the procurement improves.

Technological development refers to the activities that improve and design a product through
innovation, research and development. Taking the bank into consideration, the ICT department
uses technology to maximize their initiatives and manage time, people, money and most
importantly their assets.

Training and developing employees, recruiting and hiring are the activities that the human
resource has to undertake. All organizations have employees with different strengths and
weaknesses, and managing them accordingly is the present-day approach says Alturkistani
(2015). He also says that human resource managements are an improved way of managing
people in an organization thus making it a strategic function.
 Figure 4. Swim lane process. Source (Indu, 2010)

The above diagram shows the end to end process of an individual who wants to send cash to
another account. Firstly, the card holder makes a purchase through the card. Then the details will
be forwarded to the business. Then the payment gateway checks if the payment is authorized.
Afterwards, the payment gateway protects the credit card details and sends it for the bank to
verify the transaction type and amount. Then it is sent to the credit card issuer where they
approve the credit card holder and see if there is sufficient amount of funds. After the credit card
issuer approves/disapproves it and sends a reply. The reply is sent to the bank through a code.
The response is forwarded to the payment gateway. The response is interpreted and sent to the
card holder and merchant. If the merchant approves it. The merchant will send the response back
to the card holder, but if it is approved, the batch will be stored. Finally, the funds will be sent to
the specific merchant’s account.
1.2 Taking into consideration the selected organization justify the methodology to be used
to map Processes of the selected organization with their respective goals and objectives.
(You can form related assumptions in creating objectives and processes.)

Process mapping requires getting everyone involved in the process that is (for example, front-
line employees and administrators) and decide the inputs, output, time and process that makes
the process happen. Presenting all the information in a visualized form is what the process map
does.

Figure. 2 Detailed banking teller process. Source (Perera, 2016)

Pinpointing problems- depending on the business and their processes, pinpointing the areas
where there are delays and areas where money is spent excessively is difficult and that is when
process mapping comes into play. Everyone involved will accurately know how the process
functions, not the way it’s supposed to function. Then the difference between the ideal and
reality will be visible and where those differences creep into the process. These advantages are
important if the bank needs to grow.

Trim unnecessary steps- the employees creating a detailed process map will know every point of
the process. In simple it’s like inspecting the process under a microscope. After the process is
being mapped, it is necessary to identify the non-value added activities and discard or trim them
as needed when the process is re-mapped. Finally, finding the waste activities and eliminating it
after discussing with your peers.

Support operational excellence- the process map will help the employees in finding solutions
themselves rather than getting help from their managers. Valuable sources of information can be
extracted from the process map, and these information link to work instructions and procedures.

Identify and reduce risk- risks can be identified and employees can find ways to reduce them
and put them in place. Educating the employees and showing them where risks can take place
will make them proactive rather than reactive.

Responsibility and answerability for activities- every employee is involved in a process. The
detailed process map will allow the employees to know who is responsible and accountable for
which process and who is responsible for the overall process (Cooper, 2016).
1.3 Evaluate the output of the process of the selected organization / department and the
quality gateways.

Quality gateway- quality gateway is an organizational point where all the processes must pass. The
main reason as to why a quality gateway exits is because the incorrect processes can be trapped
before it can reach the customer says (Robertson and Robertson, 2016). This gateway process is set
up by a few authorized individuals (one or two) who have the power to make decisions on the quality
of the service and reject it if the quality is not met. The steps given below are necessary for quality
process.

 Elicitation- discussing the identified customer requirements and expectations with the
stakeholders. In case of Amana bank, increasing the number of branches since they have a
poor customer reach.
 Analysis- forming the requirements and solving the conflicts
 Representation- the requirements should be filed accurately, clearly and in an understandable
manner.
 Validation- checking and making sure that the requirements meet the quality standards.

Amana Bank has always tried to accomplish all the factors of their mission statement since the time
of inspection. The service offered by Amana bank has always been in good quality. They have a
competitive advantage since they are offering products under the sharia principle. The output of
Amana Bank is based on the critical success factor. Given below is the critical success factor that
implies to Amana Bank.

Figure 4. Critical success factor of Amana Bank. Source (Duangmanee, 2015)

2.1 Select an area of responsibility; this may be production or any other department of the
organization and design plans which promote goals and objectives for this area of
responsibility

All organizations have employees with different strengths and weaknesses, and managing them
accordingly is the present-day approach says Alturkistani (2015). He also says that human
resource management is an improved way of managing people in an organization thus making it
a strategic function.

Assigning the right person to do the right work can be stated as an example for human resource
management which was said by Heil (2016) because HRM is a process which continues to make
sure the eligibility and availability of the staff. In simple, HRM can be explained as a technique
that effectively and efficiently uses human resources in a work place. The organization has to
manage the human resource and consider the strategic plan before making the plan. Human
resource management cover a wide range of activities and given below are a few of them.

1.) Recruitment 2.) Selection

3.) Training and development 4.) Salaries and wages

Forecasting Formulating
Inventory of
Analyzing demand and Estimating the final Monitoring,
present
organizational supply of manpower human control and
human
objectives human gaps resource feedback
resources
resources action plan

Figure 3. HRM planning steps. Source (Author)

There are 6 steps that are involved in the process of planning human resources. The first step that
needs to be considered is analyzing the objectives of Amana Bank. Amana Bank is a young bank
that has just stepped into the banking industry, so their main objective is to increase the number
of bank branches. This strategic step can be considered very important to Amana Bank. The bank
has to be backed up by finance to do so. Operation commenced at Amana Bank in August 2011
and according to the annual report of 2015, they have opened 10 branches for the past three years
(Amana Bank, 2015).
Analyzing the current human resource size or capacity Amana Bank has is the second step.
Employee performance, the existing number of employees and the full potential of their staff
needs to analyzed. The human resource department will have to analyze the internal staff
because none of the bank’s operations have been outsourced.

Forecasting the demand and supply is the third step that must be considered when
planning human resources. Since their main objective is to open up new branches in the
coming years, Amana bank has to analyze the required number of staff that is needed to
operate the new branches. The bank will look at the present staff members and see if they
can be sent to another branch in terms of a promotions. It is the responsibility of the HR
department to go through the present employee profiles and see if any present employees
are entitled for a promotion. This in return will the human resource department decide the
recruitment of new employees.

The fourth step in the human resource planning process is estimating the man power
gaps. This is an evaluation between the human resource demand and supply. For
example, if there is an excess number of staff, the bank will have to measures to
terminate them and if there is a shortage in employees, the bank will have to recruit new
employees. The bank’s objective is to expand and thus increase the number of branches,
and there will be a need for more employees, hence the HR department will analyze this
and take necessary action to recruit new employees for the new branches.
Formulating the final human resource plan is the fifth step. In this step the HR
department will decide if there is a shortage or an excess number of employees and
finalize the plan accordingly. For example, new recruitment, training and development
and promotions.

Finally, the plan need to be monitored, controlled and needs feedback in order to see if
the plan is successful and if there is any room for improvement. Chand (2015) says that
this step is very important step and surveys can be an example for monitoring.

Contribution of the HR plan to achieve the objectives of Amana Bank

As mentioned previously, human resource management plays a vital role when it comes to the
functions of any organization. The availability of resources to Amana Bank are very limited
because they are a new bank entering the market. Amana bank is expanding in terms of opening
new branches. This is not an easy objective to accomplish, so the bank will need assistance to
achieve it. One major part in achieving this objective is done by the human resource plan
(Whiting, 2016).

Improvement of performance- the main aim for most organizations is to increase their profit
rates. The only way to accomplish this is by recruiting employees with the right skill and
experience to manage the different situations in the bank. Taking Amana bank into
consideration, they have to recruit employees will high experience and skill in departments like
treasury and investment banking as those departments generate income.

Reducing of cost- One benefit in implementing the human resource plan is that it is for the long
term. This will reduce the cost in terms of recruiting and training of staff. For example, when a
new branch is to be opened on January, the human resource department can start recruiting fresh
employees three to four months prior to January. This will reduce the cost because on the on the
job training can be given to fresh employees in branches that are already functioning, hence
reducing the cost of training done by outsources. This can be implied to managers as well (Job
awareness, 2011).

Compliance management- another responsibility of the human resource department is to manage

the labor relations and operations at Amana bank. Their role is to make sure that the bank is
aware of the government’s rules and regulations in terms of the salary and wages and other legal
requirements says Scott (2015). It was also said that, for Amana bank to avoid lawsuits that arise
staff arguments, compliance should be managed strictly.

2.2 Taking the organization / department you have selected in to consideration write
Objectives which are specific, measurable, achievable, realistic, and time based to align
people and other resources in an effective and efficient way for the selected department

The objectives of Amana Bank are as follows.

Product
 To introduce the Minor savings account in the year 2015 in Batticaloa Branch and in
Trincomalee Branch in 2016 and Ampara Branch in 2017.
 Increase the total bank portfolio by Rs.10 Mn in the year 2015 and Rs.20Mn by the year
2016 and Rs.35Mn by the year 2017.
 Introduce the Senior Citizens savings account in the year 2015 in Batticaloa Branch and
in Trincomalee Branch in 2016 and Ampara Branch in 2017 also increase deposits growth
by to generate additional total sales of Rs.40Mn by the end of 2017.
  To generate additional sales of Rs.400Mn from new branches in the eastern province for
the existing products.
Place
 To open 3 new branches - Batticaloa in the year 2015, Trincomalee in the year 2016 and
Ampara in 2017.
Price
 To maintain a stable profit sharing ratio (PSR) of 60:40 with a high profit margin.
Promotion
 Advertising : Create 75% awareness Using Leaflets, Visiting Maternity wards, Social
Media, Personal selling in the Batticaloa region in 2015. Create a 100% awareness in the
region by the year 2016.
 Create 75% awareness of the Senior citizens savings account and minor savings account
in the year 2016 in Trincomalee Branch and 100% awareness by the year end 2017.
 Create 75% awareness of the minor savings account and senior savings account in
Ampara Branch in 2017 and create a 100% awareness of both the products by the year
2018.
People
 To have 2 separate sales staff to market the minor savings and senior citizens’ savings
product in the year 2015 in Batticaloa branch and 2 more sales staff to matket the
products in Trincomalee Branch in 2016 and Ampara in 2017.
 3 additional staff member to market the existing products in the new branches (one staff
member for each of the new branches).
Physical evidence
 To have a modern and friendly banking atmosphere which is convenient to the customers
 Have sufficient parking spaces and also ATM facility
Process
 To open a minor savings account and senior citizens savings account in less than 10
minutes

Table 1. SMART objectives of Amana Bank. Source (Author)

2.3 Assuming that you would be responsible for the department you selected develop
business systems that should achieve the company’s objectives, implement appropriate
systems to achieve objectives in the most efficient way, on time, to budget, and meeting
organizational standards of quality

Communication systems- the information that is circulated around the organization is very
important for the input of any process in Amana Bank. If communication is not done properly,
there could be many errors, thus leading to a failed process. Communication systems like
information management systems, customer relationship management can be some of the
systems that need to be applied at Amana Bank. The benefit of using the above-mentioned
systems is that the employees of Amana Bank will be able to pass the information in a short time
and identify the useful information and customer requirements. This will also reduce idle time
and make it more effective. Tools should be provided and applied to support the communication
systems at Amana Bank like intranet, email and formal group chats. This will make it more easy
and convenient to share information internally.

Operation management systems- quality management systems need to be used at Amana Bank
since this system gives valuable information or data regarding the resources of the bank.
Information on the quality of the offered products can be taken as an example. This system also
sets quality standards and techniques that drives Amana Bank to satisfy the customer. If this
system is implemented, the managers at Amana Bank will be able to monitor, control and
estimate the performance and come up with solutions to make it function better.

Apart from these systems, Amana Bank has to follow the International Organization of
Standardization (ISO). Depending on the organization, the standards will differ. These standard
requirements must be followed by any business. Since Amana Bank is offering a service, quality
plays a major role. Depending on the satisfaction of customer, the reputation of the bank rise.

INPUT OUTPUT
PROCESS
 Staff 
 Administration process Satisfied customers
 Information 
 Customer relations Meeting the needs of
 Skills customers
 Call centres
 Knowledge  Reduction in errors
 tellers
 Resources and delays


SYSTEM
CONTROLLING
IMPROVEMENT
 Resource
control
PLANNING  Time control
TECHNIQUES  Risk control
 HR planning
 Cost control
 Control planning  Just in time
 PDCA
 Gantt charts

figure 5. systems for improvement. Source (author)

2.4 Assuming that you are the Manager in charge what work activities should be carried
out by the Managers overlooking the selected department in meeting the operational plan
through effective monitoring and control

According to Kaplan and Norton (2001) the structure is one of the main elements for the success
of an organization. There are many systems that can be used to monitor and evaluate the
operational plan and they are as follows;

Control systems
To effectively manage the requirements and consumer directions at Amana Bank, control
systems and standards will have to be established. The top management at Amana Bank sets
targets for every branch. Each branch and their sales team will have to achieve this, and this will
have to be monitored and reviewed.

Feedback from stakeholders

The feedback that stakeholders provide are very important when it comes to measuring the
success of the operational plan. The inputs given by the stakeholders can be followed to improve
the progress of managing and controlling of stakeholders in Amana Bank (McNamara, no date).

Feedback through surveys and questionnaires.

Another mode of monitoring the operation plan is by surveys and evaluation forms in each
counter at Amana Bank. The benefit of getting the customer feedback is to see if the offered
product is aligned with the customer’s satisfaction. Rather than filling simple survey forms, it
will be easier and convenient for the customer to fill it using cutting-edge technology like a touch
system.

Monitoring the number of transactions

Tracking the number of transactions in each branch is another way to monitor the performance.
This information can be used to evaluate and compare the performance of each branch.

Customer satisfaction rate

As mentioned previously, the satisfaction rate of the customers can be taken from online or direct
surveys, feedbacks or monitoring the usage rate of the offered products at the bank. Depending
on the feedback of customers, Amana Bank will realize if the implemented operation plan is a
success or not. To fill the gaps and improve the operation plan, it is important for Amana bank to
conduct frequent feedback sessions says Bartle (2011).
3.1Quality is conforming to customer requirements, therefore, design systems in order to
manage and monitor quality standards specified by the organization.

According to Linton (2016), managing the quality of the delivered products is a key factor that
needs to be looked into specially in organizations like Amana Bank since they provide a service
and are new to the banking industry in Sri Lanka. This in return will help Amana Bank to retain
their customers because the products offered by the competitors are fairly the same and
dissatisfied customers will immediately switch to a competitor. The systems to manage and
monitor quality standards at Amana bank is given by the top-level management. The diagram
below shows the quality policy which can be implied to Amana Bank. the quality objectives of
Amana Bank are stated below

Figure 6. TQM implementation. Source (Khatri, 2016)

Using six sigma to for quality management

To make sure the quality and service provided is up to the customer’s requirement, the six-sigma
quality management tool will be implemented. This tool includes Define, Measuring, Analyze,
Improve and Control the process and quality at Amana Bank (Chapman, 2011).

DEFINE- clarifications of the processes where there is room for improvement and this is done
by the management of Amana Bank. Secondly, goals and objectives will be implemented along
with the financial calculations to make sure the results are positive. In case of Amana Bank, they
need to improve their E- banking facility.

MEASURING- collecting relevant information and measuring of the key critical factors.

ANALYZE- different approaches will be used by the management to analyze and identify the
error. An example can be the Pareto charts or hypothesis testing.

IMPROVEMENT- at this stage, the management will take corrective action to improve or fill
the gaps so that Amana Bank can reach the required quality.

CONTROL- Once Amana Bank has reached the desired quality standard, they will come up
with ways to continue this process.

Since Amana Bank is offering a service, there are a few ways they measure the quality and they
are stated below by (Estep, 2011)

 Number of customer complains- one way Amana Bank can evaluate the quality of their
service is by counting the number of customer complains. They assume that when the
number of angry customers are low, the quality of the service has risen.
 Customer feedback- simply approaching customers and asking if they are satisfied with
the service is another way to measure the quality. This can be in an informal way for
example, approaching a customer when he visits the bank, by emails and phone calls. If
this process needs to be done formally, surveys can be created covering all the aspects of
the service.
  Monitoring though social media- since the level of technology has increased, almost
everyone uses social media to take out their frustration. Monitoring through social media
is important since the opinions are unfiltered.

3.2 In your opinion what would be the ideal set of practices that would demonstrate a
quality culture which will result in continuous monitoring, evaluation and development of
the process practiced in the company.

Some of the core values and beliefs that exist in Amana Bank to support its growth are given
below.

Giving equal importance to responsibility and being ethical- Even though investing on
tobacco, liquor and gambling can be very profitable, Amana Bank does not fund for these
investments. The customers are always guided by the bank in terms of borrowing more than their
capacity (Amana Bank, 2015).

Right to be treated fairly- The operations conducted in Amana Bank are on a profit sharing
basis. The income that is earned will result in the economic activity. Thus, creating a fair
treatment to the society. Earning potential from guaranteed fixed rates are not constrained by the
bank (Amana Bank, 2015).

The bank will not take advantage for the expense of another- Since Amana bank is ethical
and understand genuine problems, penalties for late payments will not be taken charged. Also in
case a customer goes through a loss due to unavoidable circumstances after obtaining a loan,
Amana bank will re-create the payment plan by making it more flexible. Depending on the
situation and the customer, the bank will fund the customer in getting out of the situation
(Amana Bank, 2015).

Encouragement of entrepreneurship- The bank gives importance to the ideas and viable
entrepreneurial initiatives. The entrepreneur and capital provider share risks, making them
partners with a common interest on profitability of the business. The profit for both parties is
linked to the actual performance on a profit sharing platform. This encourages entrepreneurs to
succeed and grow. One financial solution Amana bank has is real assets. This protects them from
crisis of uncontrollable debt (Amana Bank, 2015).

As stated above, Amana Bank is the only bank that is licensed to function under the sharia
principle. In simple, Islamic banking is a business transaction where the bank is the fund
manager and the customer is known as the fund provider. This concept does not remain the same
if a loan is taken into consideration. Then the bank becomes the provider and the customer
becomes the receiver. As mentioned previously, since this principle is taken as a business
transaction, the outcome can either be a profit or loss. The bank and customer has to bare the risk
in investing the money (Amana Bank, 2015).

Vision- “To be an admired leader in providing equitable financial solutions, not, limited to
numerics, but also in earning the trust of our customers, employees, shareholders and country”

Mission- “To adopt a unique and people friendly approach with a passion for continuous
improvement, enabling growth and enriching” (Amana Bank, 2014)
3.3 Recommend improvements to the existing quality system aligning the organization’s
goals and objectives which results in improvements

Vision- “To be an admired leader in providing equitable financial solutions, not, limited to
numerics, but also in earning the trust of our customers, employees, shareholders and country”

Mission- “To adopt a unique and people friendly approach with a passion for continuous
improvement, enabling growth and enriching” (Amana Bank, 2014)

Amana Bank is bound to change, and this change involves reviews of its present need for change
which is being driven by the present change in market and business environment. Since Amana
bank is a young bank that entered the market, they will have to make the necessary changes to fit
into the market. In order for Amana Bank to implement a proper total quality management and
performance system, the flow of information and the process of handling situations should be re-
designed and adjusted. Therefore, Amana bank can reengineer the business process in order to
make changes in the existing business process. Reengineering can be simple explained as
rethinking and restructuring the business process at Amana bank due to exaggerated
improvements in critical performance measures. For example, cost and speed (Slack, et al.,
2013). One benefit Amana Bank will experience is that business process reengineering will help
cut functioning costs, raise the customer service, restructure the customer reach and generate
more income.
The principles of the business process reengineering are stated below;
1. Restructuring the business process in relation to the cross-functional manner. This will help
the bank to organize work around the natural movement of data or information.
2. Decision points need to made when work is performed. The employees who perform the
work should not be separated from the ones who take control and manage it.
3. Attempting to improve exaggerated or dramatical improvements by changing or restructuring
the process completely.
Since Amana bank wants to change or improve the quality of their service, some adjustments
will need to take place in the different departments of the bank. Especially to the front office of
Amana Bank. Plans should be made in the organizational chart and responsibility must be given
to employees performing different tasks. For example, the marketing department at Amana bank
did not have trained staff and proper techniques to catch the attention of the market. In order to
overcome this, they must recruit trained staff and well experienced employees. The staff at the
marketing department must be put responsible for different sub tasks like advertising,
promotions and marketing campaigns. When the business process is reengineered the
departments, who can work together can connect to get a better result.
3.4 Report on how the above changes would influence the organization as a whole

There are wider implications when Amana Bank changes according to business process
reengineering and when they restructure their business process.

Structural implications- when the process in Amana Bank is restructured, the departments are
required to work and communicate together to take quick and effective decisions. For example,
the operations department can directly ask the treasury department for the final exchange rate
and tell the customer.

Performance measurements- rather than looking into all the activities taking place in a process,
after restructuring the process, they can concentrate on the output of process.

Empowerment implications- The operations manager can now hold more power in order to
give exchange rates to the customer since it is mainly focused on the output. Therefore, more
work needs to give out the best rates and deliver a quality service.

Focused on customers- since the performance is measured from the output or end result,
depending on the satisfaction rate or figure of the customer, the performance of the employee can
be evaluated. Customer satisfaction can be taken from surveys or feedback.

Management attitude- the involvement of managers in day to day activities is more since they
need to monitor the performance and operations process.
4.1 Carry out a risk assessment covering the criteria of legal, regulation and company
requirements and ensure that appropriate action is taken to manage health and safety in
the work place

The health and safety measures taken in an organization is very important when it comes to the
welfare of the employees and employers says Scott (2016). Every organization is concerned
when it comes to workplace violence since it’s ever-growing. It is the responsibility of the
employers in the organization to protect the employees from the hazards that can take place in an
organization.

The main reason as to why health and safety legislations exist is, to safeguard the owner of the
business and the workers. This will show the employees that the owner cares for them when it
comes to health and safety. The health and safety law that is imposed by the government gives
the organization some benefits. The benefits are as follows;

 This will help the organization retain its employees.

 This will reduce the working days that are taken for medical reasons.
 When the employees feel that they are safeguarded and protected, they will be motivated
to work harder.
 Finally, it will protect and raise the reputation of the organization (BBC active, 2010).

Health and safety: The employees at Amana Bank are entitled for a medical insurance scheme
which can be made use of if the need arises. In addition to that, all employees are given out
patient department (OPD) medical compensation facilities which can be used for small injuries
(Amana Bank, 2015).

Risk assessment.

In simple, a risk assessment is a systematic process that is taken to protect the employee of
Amana Bank and the bank itself. For example, cleaning the wet floors will prevent the workers
from falling or having fire safety drills. Taking Amana Bank into consideration, they will have to
take notice of the liquidity risk factor which may come up if the market has a negative response.
The diagram given below are the five steps in assessing the risk in an organization.
 Figure 7. steps in assessing risk.

The employers’ responsibilities to make sure the safety of the work place are as follows

 Assessing the risk that can possibly occur to all employees in the organization

 Measuring the risk and identifying methods to prevent them before happening

 Appointing a manager or group of people who are responsible for the preventive
methods of those assessed risks.

 Making it aware to all the staff members that there are risks involved in the work they
are performing and training them to use equipment like the fire extinguisher in case of
emergency.

However, there are many ways the risk assessment can be monitored. Conducting a continuous
inspection on the areas where there is a high risk. Internal audits can be conducted along with
the test to check if employees have the adequate knowledge regarding the health and safety
procedures.
 4.2 Demonstrate that health and safety regulations and legislation applicable in specific
work situations in the organization you have selected are correctly and effectively
applied?

There is a Health and Safety at Work act that can be applied to Amana Bank. This legislation
will give the details and guide making sure that the working environment is safe. Even though
Amana bank is not exposed to high health and safety damaging activities, all the staff should be
aware and have the knowledge regarding their rights imposed by the legislation towards safety.
Amana bank will be imposed to penalties if they violate any of these practices. There is a risk
management committee at Amana Bank that looks into these matters and have casual checks
every three months (Amana Bank, 2013).

Subject Explanation and applicable Effectively applied (YES/ NO)

HEALTH AND SAFETY ACT
laws
This law explains that the bank YES
should come up with a system of
approved codes of practice. Any
employee working in the
organization should find that his
work is covered by an appropriate
code of ethics
Specific duties of the employer
 all job roles should be safe to
enact
 the working environment of
the employees need to be
safe
 the machinery used in the
bank need to be up to the
standards
employee’s duties
 should take care of
themselves and the others
 Should not play with any
electrical appliances.
Laws applicable
 Health and safety act
 Safety drill act

Facilities and conveniences, The main idea or objective of the YES

welfare and safety standards, act is to make sure that adequate
notice of accidents, deceases and SAFETY measures are taken to
working hours uplift the health and safety of the

Slip, trip and fall
First aid causalities
Fire and explosion
Work, equipment and machinery
Table 2. Health and safety regulations and legislation. Source (author)
bank
To prevent the growth of hazards
in the organization
Laws applicable
 Safety representative and
safety standards act
This act is to prevent the common NO
accidents that occur in the bank
which results in slip and trip.
Laws applicable
 The fatal accidents act
First aid shows giving immediate YES
attention to the more serious
causalities
This also says that the individual
needs to report to the medical
head at the correct time to avoid
small injuries at the workplace.
Laws applicable
 Health and safety
When machines are not used YES
properly and maintained
properly, they can cause a lot of
damage.
A common cause for electrical fire
is when there are too many plugs
connected to one socket output.
Laws applicable
 Fire from flammable
substances act
The right equipment needs to be YES
used for the right job to make
sure that the work is done
without any damage and to
reduce risk to the person
operating it and proper guiding
should be given before using it.
Laws applicable
 Workplace equipment
provision act
 Amended safety machinery
regulation act
 4.3 Carry out a systematic review of the selected organization’s health and safety
policies and procedures in order to ensure they are effective and compliant

The author believes that Amana bank is ready to accept the change and implement these changes
in their bank. It is necessary for Amana Bank to evaluate the effectiveness of the health and
safety regulations and decide if the bank is efficient enough to carry out these regulations.
Taking Amana bank into consideration, there are some steps that can be taken to implement a
successful health and safety regulation and they are as follows;

 Firstly, Amana Bank should set up and plan the health and safety policy and procedures.
 Secondly, the bank must set up a team or set of individuals who are responsible for the
health and safety. Amana bank has fulfilled this by appointing a risk Manager who
handles all these activities.
 Health and safety standards must be set up and planned.
 Presence in management to measure performance
 Knowledge about health and safety must be checked frequently along with inspections
and reviews to the policy.

The steps mentioned above can be called the PDCA system. By taking this systematic technique
for the health and safety management, the operations conducted by Amana Bank will be more
effective since the managers of the bank are familiar with the standards and policy.

Training plays a major role when it comes to the health and safety in an organization. If
employees are not properly trained to handle hazard situations, the more mistakes they make, the
more harmful it is going to be.

Amana bank will have a better understanding on the legislations and regulations help the owner
from expensive penalties for not applying these standards.
 SUBJECT
Slip, trip and fall
Work equipment and machinery
Fire and explosion
Table 3. Systematic review of the health and safety procedures at Amana Bank. Source
EVALUATION
Taking the bank into consideration,
the back office needs to keep the
floor clean at all times, meeting
the standards of Amana Bank
Computers, software, money
counting machinery, printers,
scanners, photocopy machines,
automated teller machines are the
machinery that is used at Amana
bank.
The risk involved in this workplace
is comparatively high since they
are dealing with money, and the
health of the employees are at risk
since they are exposed to machine
heat waves on a daily basis.
Each floor in Amana Bank needs to
have a fire extinguisher and make
sure it is placed in the proper
location.
They should make sure that the
fire alarms are placed and installed
properly.
(Author)
RECOMMENDATION
According to the author, he feels
that the back office does not keep
the floor dry as it should be. Due to
this reason, the author suggests
Amana Bank to hire or purchase
new machinery to do the job.
The author recommends that
Amana Bank should maintain the
machinery every three months to
avoid these risks.
When old machines become
obsolete, they need to be replaced
with new ones.
Proper instructions need to be
given to the employees before
using their machinery to avoid
damages.
The fire extinguisher needs to be
checked regularly to make sure
that it works perfectly
 4.4 How would you carry out practical application of health and safety policies and
procedures in your selected organizational work place when operating in the UK

Fire hazards

A reason for a fire to ignite is due to smoking, wiring and over-heating of electrical appliances.
Ignitable materials like carpets or curtains used at Amana Bank can easily catch fire when if any
of the reasons mentioned above are done. Hence, it is advised to make sure that electrical
applications are of sufficient capacity.

 No smoking- the health and fire hazards can be reduced at Amana Bank if they adopt a
sound policy of “A smoke-free workplace”
 Overloading electronic applications- a common cause for electrical fire is when there are
too many plugs connected to one socket output. This can be resolved if each electric
appliance gets one particular socket outlet.

Exit arrangements

Training and fire drills should be given to all staff members so that they are aware in case of a
fire. The staff members should be familiar with the exits in the building. Every floor should have
a fire evacuation plan displayed in a common place. Illuminated exit signs should also be put up
to make sure safe evacuation.

Firefighting equipment

Every floor should have a fire extinguisher, hose reel and necessary equipment to put out a fire
and should never be congested.

Prevention of accident by good housekeeping

Tidiness in an organization can prevent staff from tripping.

 Wandering cables
 Folded or lose rugs
Manual handling operations

When performing manual operations like transporting large amounts of coins or piles of
documents, the employees may suffer from injuries like strain their arm, back or even the
shoulder. The operational risks at Amana Bank must be assessed first, then measures should be
taken to reduce them. One way to reduce employee injuries is by mechanical aid or gathering
two or more persons to perform the task. Employees at Amana Bank should be trained first
before allowing them to handle manual handling operations. For example, the employee must be
given a trolley to move a large number of documents (Wong, 2001).

Conclusion:

Amana Bank is an organisation that has being operating for last 10 years in Sri Lanka. The
author has discussed how the interrelationship between different processes has led to achieving
business goals and objectives. Thereafter the author has discussed the areas of responsibilities
and operational plan of the firm and how they can be improved. The author has also discussed
how Amana Bank was able to monitor appropriate systems of quality systems in order to
improve organisational performance. Finally, the author has discussed how Amana Bank has
managed health and safety in the workplace.
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