Q.

1: Discuss how the lack of policies and procedures are affecting staff and suggest strategies for improving the operational effectiveness of the business?

Ans: Every business should have written policies and procedures that document what is
expected of employees and what they can expect from the business. Sometimes referred to as an employee manual, these documents provide clear guidelines regarding current laws, employee compensation and how the company conducts business. By outlining the

rules and beliefs of the business in a manual, everyone knows what is expected of them. This provides a basis for consistency in the workplace. The benefits of outlining personnel policies and procedures go beyond directly affecting the employees. As employee satisfaction increases, so does customer satisfaction. When all employees function under the same understandings, consistency in customer service is achieved. When a customer can expect a certain level of performance or quality of product from any employee at the business, it creates a positive impact on the company's brand, reputation and fiscal bottom line. The Forth Country Call Centre, its staff is organized and divided into four teams
and each team is responsible for a particular area of business. There is no interaction between the staff and the employer which is very important because the communication helps to understand each other and it also allows a good friendly environment and the cannot discuss on their needs. The schedules are fixed and inflexible which is another reason of boosting the stress level of staff they cannot take different shifts for working and there is no space for communication. The staff has to work in a particular area which very irritating and annoying to do a repetitive job each day and finding nothing new to learn and if some staff didnt turn up to their shift for some reason it put an extra pressure and stress on the other team members as there in no one to cover their absence. To improve the operational effectiveness of the business, the first and the best step is to collect feedback from customers and staff because it requires historical review and input

from all levels of staff as well as customers. It is a comprehensive review of strengths, weaknesses, emergent opportunities and threats to the business. Review the Organization's Current Situation, develop vision, mission and key strategies and consider including strategies for the next 2 years. Develop the action plan and measurements, the implementation plan will include: who will do it, what they will do, when they will do it, what resources they will require. Unless the objectives identified in Operational Effectiveness are translated into Action Plans, it is unlikely they will ever be reached.

Q.2: Discuss how the team leader could motivate their staff in order to improve their approach to work? Ans: Motivation is one of the primary concerns and challenges facing todays supervisors and managers. Your staff members are the key to your success, and motivation affects employee performance that ultimately affects the departmental, divisional and organizational objectives. Only satisfied employees lead to satisfied customer. To be a successful teamleader/supervisor, you must first understand that you cannot motivate anyone; you can only create an environment that encourages and promotes the employees self-motivation. Motivation is getting people to do what you want them to do because THEY WANT to do it. The challenge is to give them a reason to want to do it because doing it will satisfy a need they have. You have to tune in to their needs, motives and reasons, not yours. Secondly, you must also know what kind of behavior you want the staff to demonstrate. In other words, what do you want the employee to do differently? For example: Do you want your staff to be punctual, more committed to work; co-ordinate with others in a friendly manner; meet deadlines; assume more responsibilities etc. You must first be clear about your objectives and expectations before you can communicate them to your staff. The most important thing to keep in mind is that you are the most critical component in the motivation process. Your actions set the tone, trend and tempo of the process. Executives, whose management style is dictatorial, uncommunicative and non-participative, need to revise their work style. Todays environment requires them to be more empathic, communicative and more trusting of employees. An executive will be a difference-maker if he can make his subordinates feel important and successful. Therefore, managers need to create a positive and caring workplace that encourages employees to become the best they can be. When staff feels good about themselves, they will perform better and be more productive. People are motivated by their unmet needs, and those needs differ from person to person. Peoples needs are determined by their unique set of circumstances, culture, values, background, education, work experience and their personality styles.Besides, motivation is directly related to the morale of the employees; that is, attitude of the staff toward their work, department, environment, management and organization as a whole. The first step to real understanding is to accept the fact that what motivates you may or may not motivate your subordinates the following motivating factors according to what is important to you: Job security Good salary Fringe benefits Pleasant working environment Interesting and challenging work Recognition for doing a good job Cooperation of people I work with Feeling of personal accomplishment Participation in decisions that affect employee Opportunities for promotion and growth Clear understanding of what is expected of employee

Q.3: Explane how the service support teams could help to improve the efficiency and effectiveness of the operators? Ans: Employee effectiveness is a seldom-discussed but crucial component to

improved business performance. For this reason, effective employees are worth their weight in gold. Today's consumers are inundated with marketing stimuli, to the point that the consumer base in society is now "numb" to traditional marketing tactics and advertisements. The Forth
Country Call Centre, its staff is organized and divided into four teams and each team is responsible for a particular area of business. The work areas are badly lit due to which the staff feel bore cannot concentrate on their work and the absence of enough light is discouraging the activeness of the staff, another problem is the sound insulation as there is no sound insulation in the area, this thing is very irritating both operators and the clients as they cannot hear each other properly because of the surrounding noise and the operators faces too much difficulties in consulting the client properly and the working area is always representing a fish market. Break time is another big issue for the staff; the leisure time is fixed and pre-determined, but the problem is that the rest areas are located at a distance from the work stations and the management has decrease the break time to keep the work station running for 24 hours a day without resting. This thing is increasing the pressure of work on the staff the stress level of the staff is also boosting and they are getting irritated. As they are doing the same job they did not know about the other business of the organization and when some staff didnt turn up to their shift, it put an extra pressure and stress on the other team members as there in no one to cover their absence. To overcome this problem the operators are allowed to work in the

different field of the organization it not only increase their knowledge but also compress their stress level which help them to do their job appropriately and they can also work on any other workers place who didnt turn up for some reason, the work area must be accumulated with proper light so that the worker dont feel laziness and do his work actively, the sound insulation must be enhanced so that the operator can hear the client clearly and consult him properly and follows are three tips for improving employee effectiveness:
1: Understand the basic human needs What are the basic human needs? Some of the most important include the need for human connection, the need for variety, and the need to feel significant. We as humans all have varying levels of each of these needs; however, lack of fulfillment in any of these areas will result in a dramatic drop in self-concept. 2: Instill hope Hope is a crucial aspect of human existence. As an executive, do all that he can to instill hope in his employees and those around him? Hope is a future-oriented positivity, and can always be reality-based. 3: Understand the importance for balance

Balance is crucial to improving employee production. Employees as humans are multi-talented individuals, each of them carrying different variations of needs and wants. They are not solely creatures who work. They play, they laugh, they work out, they have hobbies, etc. These are all necessary components of the human existence.

Q.4: Examine ways in which the induction training for new staff could be improved in order to increase their knowledge of Forth Country and also to better understand their particular jobs?

Ans: Induction Training is absolutely vital for new starters. Good induction training ensures new starters are retained, and then settled in quickly and happily to a productive role. Induction training is more than skills training. It's about the basics that seasoned employees all take for granted: what the shifts are; where the notice-board is; what the routine is for holidays, sickness; where's the canteen; what's the dress code; where the toilets are. New employees also need to understand the organizations mission, goals, values and philosophy; personnel practices, health and safety rules, and of course the job they're required to do, with clear methods, timescales and expectations. Professionally organized and delivered induction training is your new employees' first proper impression of you and your organization, so it's also an excellent opportunity to reinforce their decision to come and work for you. Proper induction training is increasingly a legal requirement. Employers have a formal duty to provide new employees with all relevant information and training relating to health and safety particularly. In Forth Country induction training not very well structured and after giving the initial startup training with some follow-ups, new staff is tend to learn the structure and culture of the organization from sitting by Nellie or from other members of the staff. The manager and the team leader, take all the decision about which operator is to be attached to which team. The H.R policies and procedures are very poor and the recruitment, selection and development can be inconsistent.