This research will outline the interrelationships between different processes and functions of Amazon. Managers today are enamored of processes due to functional structures where key specialisms are divided up into areas such as marketing, accounts, production; working together so that the organisation achieve its aims and objectives (Businesscasestudies.co.uk, n.d.). They can suffer from isolated departments, poor coordination, and limited lateral communication. “All too often, work can be fragmented and compartmentalized, and managers find it difficult to get things done” (sloanreview.mit.edu, n.d.). They further state that “establishing a process provides a likely solution in determining what work is needed to accomplish the goal, assigning those tasks to individuals, and arranging those individuals in a decision‐making framework”. The end result of the organizing process is a whole consisting of unified parts acting in harmony to execute tasks to achieve goals, effectively and efficiently (Cliffsnotes.com, n.d.).
The interrelationship between different processes and functions of organisations includes:
1. Organizational functions which within a company create different divisions that serve specific functions. (Appian, 2016)
2. “To get through the quality gateway a requirement must satisfy a number of tests which are devised to make sure that the requirement is an accurate statement of the business needs” (Volere.co.uk, n.d.).
3. Functional areas in organization will need to work together to create clear set of objectives, review regularly how each function is performing against its objectives and illustrates effective process management (Learnmanagement2.com, 2015).
4. Grace et al. (2009) states that when related to the mission statement; output in its own right determines the quality and effectiveness of anything which has been implemented this however; will give a better idea of the total performance Anon, (2016).
5. According to (Tsai, 2011), “The culture refers to the beliefs and values that have existed in an organization for a long time, and to the beliefs of the staff and their foreseen value of their work that will influence their attitudes and behaviour”.
6. (Seath, 2011) highlighted that, ‘objectives must define desired benefits, outcomes or performance improvements that you expect from the project, which will be measure on how any given project will naturally flow.
Amazon being one of the worlds's largest online retailers, comprising of functional areas Research and Development, Purchasing, Marketing, HRM and Accounting etc; supporting the main goal of the organization. They depend on each other with each function having its own distinctive mission to achieve the larger goal. How a function decides in carrying out their duties can affect a relating function (Anon, n.d.)? To ensure continued improvement in organizational performances, Amazon should incorporate performance management principles of: context-awareness fit to the organizational context. Bpm-principles.org, n.d outlines some of these principles. They should not follow a cook-book approach, neither should they be a one-off project; institutionalization they should be embedded in the organizational structure. It should not be an ad-hoc responsibility and purpose should contribute to strategic value creation. It should not be done for the sake of doing it. Amazon's quality Gateway is engineered to the company's specification to trap incorrect requirements/purchases as early as possible, thereby preventing incorrect purchases/incomplete from passing into package and delivery, maintaining the organizational objective of high quality services (Volere.co.uk, n.d.). To combat this phenomenon, Amazon started actualizing cross-practical hierarchical structures. They would take people from each of the practical zones required in executing a unit of work, and place them all in a similar association, calling them a \"group.\" According to (Law and business, 2016) “cross-useful groups approaches will help to see how the practicing of interrelated with individuals was undertaken, the levels of useful capability and efficiency that every individual had who played out their same capacities and gave ability and support. “Within the different divisions of Amazon it was created that serve specific functions in which each department completes its function, then the duties of the entire company are complete and everything runs smoothly. ‘This is accomplished through the aligning of functional processes to the organization's strategic aim' Appian (2016). As they are obligated by guaranteeing that they have been preparing for the requirement to be fruitful, and deal with the execution of their assets by upholding the business principles of the procedure exercises they perform, to ensure the competency and the accessibility of practical assets to play out the errands required for the procedure to execute effectively.
Organization depict how individuals are overseen, however forms portray how work is completed. Essentially changing an authoritative structure infuses disarray and disturbance, as opposed to productivity and viability, into a business as its connections are separated and should be realigned; it relation to the BPM approach within Amazon, it will seek to guarantee that both the procedure and the useful assets are by and large adequately overseen. This approach gives the setting in which to deal with the staff of the association to increment and centre practical capability which contains the best components of traditional structures and cross-practical association structures, without confusing the role of the process with the role of the Amazon structure.
A.C 1.2 Justify the methodology to be used to map processes to the organisation's goals and objectives
Organisations have many tasks and to ensure their company is performing effectively they must continuously map their processes. This term paper will justify the methodology to be used to map processes to the organisation's goals and objectives. Although there are several types of organisations they share many things in common, some of these shared things are missions, visions, goals and objectives. We will focus on the definitions of organisational goals and objectives. According to Griffin (2007, p.68), goals are critical to organizational effectiveness and should be properly managed by all managers involved. Techtarget.com (2016) further defines organizational goals as strategic objectives that company's management establishes to outline expected outcomes and guide employees' efforts. Organisational objectives are the specific, measurable goals that companies want to achieve. The objectives “define the techniques an organization will use to achieve sales success, customer service goals, financial goals” and all other goals of the organisation (Scott, 2016).
Businesses from time to time have to map their processes with the organization objectives to ensure success. Some of the methods used are:
1. The Six Sigma tool SIPOC (supplier, input, process, output, customer) is like a springboard to other critical activities in process improvement at a high level (isixsigma.com, 2016).
2. Using the systematic approach; BPO (Business Process Outsourcing) does not guarantee a successful outcome, but it should reduce the risk associated with making a bad vendor selection (Click & Duening, 2004)
3. Pareto chart may use in total quality to concentrate on calculating the relative frequency of categories of occurrences (Charatimath, 2011 p.228)
4. A value stream map (VSM) is a process that continuously finds ways to improve an organisation's procedures, the process can be on going and lets an organisation know areas that need improvement and areas that are working seamlessly (Scott, 2016).
5. “The PDSA Cycle is a systematic series of steps for gaining valuable learning and knowledge for the continual improvement of a product or process,” it has four steps which are the plan step, the do step, the study step and the act step (Deming.org, 2016).
6. A cross functional or ‘swim-lane map' charts out a process from the beginning to the end, it also has categories that helps employees and departments clearly define their role, it is especially helpful as it clearly and quickly identifies which department may have erred in a given process (Smartdraw.com, 2016).
7. A linear flowchart is a diagram that displays the sequence of work steps that make up a process. This tool can help identify rework and redundant or unnecessary steps within a process (Basic Tools for Process Improvement, 2016).
The methodology that will be selected to map Amazon.com processes is the cross functional or swim lane map. The reason that the BCC Firm has selected this method is it not only outlines a process from beginning to end but it divides all the steps into categories which outlines to employees and departments what their specific roles are by pinpointing where the bottleneck is in the process (Smartdraw.com, 2016). By using this methodology Amazon.com will be better able to identify areas that may need improvement and also clearly identify which department may not be performing their required tasks. Amazon.com is a large company with many branches and departments, the products and services offered by them are all through web services which allow customers to shop from the convenience of their homes. The warehouses are large and items are continuously coming in and going out from them, as such, if a customer makes an order and the incorrect item is shipped off to them manpower and time will not be wasted trying to find what happened manually, instead by using the cross functional map the problem can be quickly narrowed down to a department and rectified swiftly (Maassen, 2012). Maassen (2012) went on to state that by using the cross functional map organisations are better able to match related elements together in “lanes,” the lanes help organisations to identify “who is in charge, who (employees, responsible people, stakeholders and areas) is responsible” for a particular role. The swim lane map can also identify which particular person or department needs to make corrections by identifying the particular step that errors were made and also pinpoint what communication method will be most effective to correct it (Maassen, 2012). An advantage of using the swim lane technique is that it is useful for nonlinear information flow (allaboutlean.com, 2016). Allaboutlean.com (2016) went on to state that the nonlinear information flow easily splits and merges information and allows two departments to work on one project simultaneously. The swim lane map portrays many advantages, its main disadvantage is that it's just a tool that can only see problems but cannot fix them (Conceptdraw.com, 2016).
In conclusion, a large organisation' bottlenecks may be hard to manually identify, by implementing and using the swim lane map Amazon.com can easily identify where in the organisation a possible bottleneck may be. This ensures that products and service outputs are running effectively and unnecessary manpower and money will not be wasted on scouring through Amazon.coms' entire warehouse or its thousands of vendors to identify why its processes were not effective. By using the swim lane map Amazon.com will be able to trace an error back to a particular department and rectify the problem without wasted man power (Maassen, 2012).
AC- 1. 3 Evaluate the output of the process and the quality gateways
Organisations have a standard that they must maintain and pass before the product is put on the market. The products go through rigorous testing and must meet the standard set by the particular industry they are in. This term paper will evaluate the output of the process and the quality gateways that products must meet before they are passed. According to (Robertson and Robertson, 2006 cited by informIT.com, 2016) a quality gateway is a point in an organisation that all products are tested to see if they meet the requirements (a requirement is something the product must do). (Fadda, 2013), all requirements must pass through the quality gateway before it becomes a part of the process. The gateway is monitored by a tester and the requirements analysis, they test for “completeness, relevance, testability, coherency, traceability, and several other qualities” before the product is passed (Robertson and Robertson, 2006 cited by informIT.com, 2016).
There are three processes in a quality gateway these are output, quality testing and evaluating suitability. The products must meet several requirements, these are:
1. A completeness check is a check that ensures all the requirements are documented and outlines the system functions that meet the needs of stakeholders “with their associated performance, environmental, and other non-functional requirements (AcqNotes, 2016).
2. During the check for relevance there are two steps, the first is to see if the requirement meets the goals for that system and finally “check if there is a flow of data on the context diagram that contains the data needed for that requirement” (Volere.co.uk, 2016).
3. Ensuring that the product meets the testability requirements is very important in a quality gateway, testing has to be done early in the developmental cycle to ensure effectiveness, if the requirements are not met they will be rejected (Systemsguild.com, 2016).
4. Quality Gateways are monitored by mainly two people who are required to check for completeness, relevance, testability, coherency, traceability etc. before they allow it to become part of the specification (Robertson & Robertson, 2006 p. 9).
5. “To test a requirement for relevancy, compare its intention with the project goal”( Robertson & Robertson, p. 305)
6. When testing traceability it is very significant to identify exactly how a requirement was initiated to avoid lost meaning in translation. (Urbain, n.d.)
7. The process approach to quality is a tactic used by countless manufacturers and service providers to recognize and manage the communication between systems that encompass an organization. Process is a cohesive set of events that use many resources to transfigure inputs to outputs. When implementing the process approach, it is likewise as imperative to pinpoint each process as it is to characterize it. (Wood, 2011)
Amazon is a multi-networking organization whose products will definitely requires gateway passes. These attributes of quality gateway are some great requirements which allow Amazon to always be at its best. Amazon uses the swim lane process to not only knows the step by step process from beginning to end but to also trap all issues that will arrive along the way. The main benefit of the swim lane process is that it provides an instant overview of who is doing what activity and provides a visual representation of the handover between activities and processes (Jeston & Nelis, 2010 p. 380). The main department which is in control of all the gateway requirements are the Warehouse and the Dispatch dept. By using the swimlane map Amazon will be better able to map out the complete process as it easily helps to identify the roles, responsibilities and any other function a person or department needs (Creately.com, 2016). To evaluate the output of the organizational processes in AC 1.2 and the quality gateways it has to be discovered if the outlined tasks that Amazon set out to achieve were successfully accomplished and if by doing so the product met the requirements for output, quality testing and evaluating suitability. The swimlane map was implemented in 1.2 to find out what was causing the bottleneck in the system, which left some customers with the incorrect or non-received product. After implementing the swimlane map the problem was narrowed to the warehouse and dispatch department. The qualities that that were tested for were technical quality - what the consumer receives; the technical outcome of the process and functional quality - how the consumer receives the technical outcome (Grönroos 1984b, p. 39 cited by Ukoln.ac.uk, 1998). The two persons in charge of monitoring the quality gateways now make technical quality and technical outcomes along with completeness, relevance, testability, coherency and traceability to ensure customers' needs are being met.
In any service industry, the main aim of any organisation is to ensure the needs of its customers are being met. By doing so an organisation ensures that its customers stay loyal and it gains more business through word of mouth of its great customer service and products. The main qualities that were tested for are technical quality- whether or not the customers the product, functional quality- how customers reacted as a result of the product received, completeness, relevance, testability, coherency and traceability. As a result of these tests Amazon.com was able to identify the problems that were causing incorrect products to be sent to customers and correct the problem.
AC 2.1 Design plans which promote goals and objectives for own area of responsibility
This research will outline ways in which goals and objectives can be achieved within given areas. Operational planning can be defined as a “short term, highly detailed plan formulated by management to achieve tactical objectives (simplystrategicplanning.com, 2016). Additionally, Riskope.com, (2014) states that Operational planning describes milestone, conditions for success and explains how, or what portion of, a strategic plan will be put into operation during a given operational period. It is further outlined that even though operational and strategic planning are linked decision process they are differ according to the decisions involved. An operational plan will answer questions such as: where are we now? Where do we want to be? How do we get there? And how do we measure our progress?
An operational plan forms part of the business strategic plan, therefore it's important to design the right plan that would be best suitable for business goals and objectives. Operational plans include:
1. Quality – A product or service cannot meet customer needs unless the enterprise determines those customer needs and designs a product or service to meet those needs (Giachetti, 2016 p.296).
2. Just-in-time analysis - The aim of this analysis is to meet high standard demand with perfect quality in all operation performance objectives (Pycraft et al, 2000 p. 528).
3. Time and cost objectives – The project time and cost objectives are correlated – it is the time factor that determines the project cost ( Kohli,2006 p.131).
4. Value added chain – Each component in the value added chain can provide a competitive advantage and enhance the final deliverables or service (Kerzner, 2010 p.616).
5. Statistical process control is a method used to control, monitor and improve a process “through statistical processes” (Edgell and StatitSoftware Inc., 2016).
6. Organisational coordinating is a systematic way of deciphering if you are doing the outlined task or not, this step is done after deciding what you want to do (Managementhelp.org, n.d.).
Many organizations create plans but fail to execute it (theguardian.com, n.d). Amazon is a big company with a wide networking process. In order to continue on its road to success there is one main area that we will need to focus on, which is Sales and marketing. One golden rule any organization should develop is “treat others the way that they should be treated”. Customers are one of the most important responsibilities of a company. Without them there will be no growth. In Amazon, they take great pride in their customer but still can't see new ways to improve their satisfaction. In order to improve on customer satisfaction “first get to understand who your customers are and what exactly they looking for (Gilboa, 2016). According to Brown, (2012) customer focused businesses outperform their competition on every metric that matters – profitability, sales growth, innovation and customer satisfaction. Most organization consists of both internal and external customers, therefore organizations need to listen and adhere to feedbacks of both. Just as customers, employees also play a vital role in the organization. Forbes.com, (2016) outlined “customers who have a better experience have more interactions with the staff, which fuels its corporate culture of fun and if they the staff is involved and treated better, they are more likely to create a better experience for guests”. To improve on customer and employee involvement, the best way is to create a bottom up environment that will allow the employees to have an idea of the processes, systems and behaviour as if from a customer point of view. They should be able to make their own decisions with the support from their superior, which can be done through training, coaching, motivation etc. Below there is a planning chart outlining other ways and measures to improve customer focus within Amazon.
AMAZON CUSTOMER IMPROVEMENT PLAN
GOAL To develop, deliver and improve customer focus culture in Amazon.
OBJECTIVE Develop a 25% increase in customers over the next year.
Planning Details Implementation Plan Monitoring Process
STRATEGIES ACTION TIMEFRAME RESOURCES RESPOSIBILITY MEASURES
1. Develop customer focus culture Organize events focusing on improving specific areas in Amazon
Train and socialize employees to be more customer focused
Implement strategies to build a customer focus organization Every 3 months
1 year (2 seminars per week)
6 weeks Computer
2 employees from each department per seminar Sales & Marketing manager – Sashae Dillworth
Customer Service – Nicka Daley
Human Resource – Teneisha Kennedy
Director (s) – Shantel Mason Have departmental competition
Provide on the job training sessions; inviting customer advocates
Input all relevant details of each customer in system
2. Removing customer obstacles ..Implement a customer feedback system.
Respond to customers feedback 1-2 weeks
daily Suggestion box
1 customer service officer Human resource - Teneisha Kennedy
Customer service – Nicka Daley
Retail Manager - Taisha Create a customer panel group which will allow customers to respond to new ideas.
Respond to email within 2 days; return calls within 6 hours;
3. Identifying critical customers Identifying critical customer
Determine customer requirements 3 months Meetings
Computer Director(s) – Shantel Mason
Select and prioritize opportunities for improvement
4. Employee development ..Get all department to interact with customers Everyday Computer
Communication tools (telephone, pager) Directors – Shantel Mason
Others if necessary
5. Increase Customer Satisfaction ..Implement improvement plans
..Conduct Satisfaction surveys
.. Assess score cards Every 3 months Surveys
Sales & Marketing manager – Sashae Dillworth
Customer Service – Nicka Daley
Retail Manager - Taisha Create a customer effort score card; requesting feedback on your services and product
Ask about customer satisfaction on each delivery.
In order to successfully promote the goal of customer orientation, we suggested that Amazon will follow all guide lines on the planning sheet and get everyone involves in project scheduling. As mentioned before employee is just as important as customers, therefore treat employees rewardingly and customers will be treated the same. Remember if staffs get involved and treated better, they are more likely to create a better experience for guests.
AC 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
In most businesses giving criteria to guide the decision is highly established by setting objectives which is the framework in which a business makes it survival. The S.M.A.R.T objective is where its formation is not limited to performance management or business but on a wider scale of personal development. According to (BusinessDictionary.com, 2016) SMART objectives are “set of goals that are characterized by being specific, measurable, available at an acceptable cost, relevant and time-bound, use initially as a means of evaluating and setting goals for any given project”. In similar view, Brighthub Project Management (2016), highlighted that ‘it is the business way of showcasing its skill of developing specific, measurable objectives requires time, orderly thinking, and a clear picture of the results expected to be better able to demonstrate a successful program activity.'
Findings in relation to how to design SMART objectives to effectively and efficiently achieve high performance from people and other resources:
1. (The Happy Manager, 2016) states that \' The step create in order to utilize the particular, quantifiable and time-limited criteria to compose your target, and after that thoroughly consider whether the goal is feasible and important; which ought to bring about an arrangement which subtle elements what you will do, and how you are going to explicitly accomplish your goal.\'
2. \"To be specific an objective should have a description of a precise or specific behaviour, achievement or outcome which is or can be related to a percentage, frequency, rate or number.\" Anon (2016)
3. (Anon,2016) Layout the key activity steps that you should embrace the achievement of your target, these activity should be effectively measured, as they will be the reason for measuring the execution which seeks the estimated timing, amount, cost, or quality.
4. When formulating objectives they should be perfectly clear to everyone who must be involved in its achievement. A child can tell you how close you are to accomplishing it. It is clear and unambiguous. (Briantracy.com, n.d.)
5. Objectives can be defined in numerical or financial terms. It can be broken down into steps, each of which can be measured as well. The more clear the measures, the easier it is to focus and concentrate on achieving those numbers. (Briantracy.com, n.d.)
6. “Providing a target date for deliverables is imperative therefore, asks specific questions about the goal deadline and what can be accomplished within that time period”. (Smartsheet, n.d.)
7. Your smart objectives should be something that makes sense with the broader business goals; it should be something that's in alignment with the overall business objectives. (Smartsheet, n.d.)
Amazon customer focus culture to date should be centered on the philosophy of listening and understanding customers; it seeks to serve the needs of the customer and putting in the work and research so that they fully understand their customer base and never take them for granted (Salesforce .com, n.d.). By developing and maintaining SMART objectives as mentioned above: Improve the communication platform between employees and managers as employees have insight into customers' needs (Customerchampions.co.uk, 2016). Develop and monitor customer relationship management system every quarter to assess how customer's interactions with Amazon can be improved (Itinfo.am, n.d.). To install the concept of customer journey mapping into the yearly reviews, to understand customer experience from their point of view rather than examining it by internal organization (B2B International, n.d.).
SMART Objectives showing performance goal step by Amazon
Goal (What) Action Tactical steps (how) Responsible persons (who) Measured by: Due date (when) Status
Develop customer focus culture Organize events focusing on improving specific areas in Amazon
Train and socialize employees to be more customer focused
Implement strategies to build a customer focusorganization Have departmental competition
Provide on the job training sessions; inviting customer advocates
Input all relevant details of each customer in system Sashae Dillsworth
Completion by due date March 8 Completed
Remove customer obstacles Implement a customer feedback system.
Respond to customers feedback Create a customer panel group which will allow customers to respond to new ideas.
Respond to email within 2 days; return calls within 6 hours; Teneisha Kennedy
Taisha Lewis Completion by due date September 3 Completed
Identifying critical customers Identifying critical customer
Determine customer requirements
Select and prioritize opportunities for improvement Shantel Mason Completion by due date November 12 Completed
Employee development Get all department to interact with customers Shantel Mason Completion by due date Everyday In progress
Increase customer satisfaction Implement improvement plans
Conduct Satisfaction surveys
Assess score cards Create a customer effort score card;
requesting feedback on your services and product
Ask about customer satisfaction on each delivery Sashae Dillsworth
Taisha Lewis Completion by due date January 1 Not started
Alvin Toffler says that \"You\'ve got to think about the \'big things\' while doing small things so that all the small things go in the right direction.\" Amazon has pride itself as being a very devoted customer friendly business has stated in the 2016/2017 report. In this sense that, the outcome objectives representing our expectations and hopes that has been set out as planned to be implemented. The outcome objectives become the yardstick by which our real or observed accomplishments will be assessed in your site-level evaluation at the end of the 2016/2017 period.
AC 2.3 Implement appropriate systems to achieve objective in the most efficient way, on time, to budget and meeting organizational standards of quality
An effective operational system prevents poor strategic and tactical decision making. Individual business units associated with Amazon should understand the strategic importance of having a well integrated corporate data system (Data-warehouses.net, n.d.). This system should process efficiently preserving the integrity of the transactional data. The day to day transaction of the organization Data within operational systems are generally updated regularly according to need and are generally optimized to perform fast inserts and updates of relatively small volumes of data (Rpi.edu, n.d.).
To implement appropriate systems to achieve the objective in the most efficient ways are:
1. The key to just-in-time inventory management is rigorously monitoring your use of stock and timing replacement deliveries when they are needed, you have to avoid running out of stock and upsetting your customers, while also minimizing your inventory costs (BDC, n.d.).
2. A value chain is the full range of activities including design, production, marketing and distribution businesses go through to bring a product or service from conception to delivery (Business News Daily, n.d.)
3. The organisation can more effectively evaluate its internal capabilities by identifying and examining each of these activities. Each value-adding activity is considered to be a potential source of competitive advantage (Cgma.org, n.d.).
4. Statistical Process Control (SPC) is a group of tools and techniques used to determine the stability and predictability of a process. Graphical depictions of process output are plotted on Control Charts (Quality-one.com, n.d.).
5. Coordinating activities in organization are used as means to communicate direction and guide behaviors in a particular direction. The function of coordinating is not to \"control\", but to guide ongoing communications between management and employees. (Carter McNamara, n.d.)
6. Constraint is anything that restricts the business in reaching its goal (Goldratt, 1990, pp. 56-57). Constraints can be physical such as equipment, facilities, material, and people or they can be policies such as laws, regulations.
7. System-level tools sustain the relevance in business success and achieve its objectives in the most efficient way. A tool such as constraint management assumes that product and process quality has already been taken care of. Rather, it acknowledges what quality is but one important element in the business equation. Constraint management seeks to help managers at all levels of an organization maintain proper focus on the factors that are most critical to overall success. (Dettmer, 2000)
In every organization, different types of work are performed by various departments and work groups and no single department or work group on its own can be expected to achieve the goals of the organization as a whole. Hence, it becomes essential that the activities of different departments and work groups of the organization are harmonized. “This function of management is known as ‘coordinating' function. It ensures unity of action among individuals, work groups and departments, and brings harmony in carrying out the different activities and tasks so as to achieve the organizational goals efficiently” (SATYENDRA, 2015). As operations managers of Amazon it is our responsibility to ensure that we achieve the goal of developing and implementing the organizations customer focus culture, removing customer obstacles. Identifying critical customers, improving employee development and increasing customer satisfaction; by following the steps below.
Objectives to be Achieved Break Down of Objectives Timeline for completing Objectives Identify potential problems and barriers. Meeting dates to assess objective process
Developing Customer Focus Culture 1 create a regular dialogue with purchasing customers
2 get insight from employee on customers behaviour
3 rebuild our process based on customer recommendations.
(Davey, 2010) MARCH 13,2017 1 Sometimes purchasing customers is very hard to keep in communication with.
2 At times employees are not attentive and dedicated enough in getting to know customers' wants and needs. 1st meeting;
2nd Meeting; Oct. 03,2016
3rd Meeting; Oct. 31,2016
4th Meeting; Dec. 05,2016
5th Meeting; Jan. 30,2017
6th Meeting; Mar.06,2017
Removing Customer Obstacles Assessing internal and external issues faced when in transaction. (Inc.com, n.d.) September 11,2017 Payment Method is an issue in transactions. The use of both credit and debit card is a precarious procedure to both business and consumers; it is exceedingly structured and frequently fluctuating. (Thales e-Security, Inc., 2016) 1st Meeting; Sept. 20,2016
2nd Meeting; Dec. 19,2016
3rd Meeting; Mar. 20, 2017
4th Meeting; Jun. 19,2017
5th Meeting; Sept. 04,2017
Identifying Critical Customers Map customer journey and rank interaction based on Sheer volume, Impact on loyalty and Prevalence of pitfalls. (Zimmerer, 2015)
November 20,2017 1 Not knowing how to join data in the process.
2 Not understanding consumers' behavior at all levels.
3 Not producing unique experiences and cutting down the buying cycle. (IBM, 2015)
1st Meeting; Sept. 20,2016
4th Meeting; Jun. 20,2017
5th Meeting; Sep. 19,2017
6th Meeting; Nov. 13,2017
Employee Development 1 Consider your business goals
2 Talk to your employees and decide what skill they need
3 Create an action plan
4 Apply the new skills in the workplace
(Klein and Kilponen, 2016)
Every 6 months 1 Lack of goal oriented and driven employees.
2 Lack of skill training and coordination with the organization. Meetings will be held twice per year. January and July
Increasing Customer Satisfaction 1 Hold employees accountable for customer satisfaction
2 Use live chat to offer superior customer support
(Beard, n.d.) On a daily basis
Available with every purchase 1 Lack of communication between employees and managers.
2 Employees not having exceptional communication skills and training Meetings will be held at the end of each working day.
According to (Community Tool Box, 2016) Objectives outline the aims of an initiative what success would look like in achieving the vision and mission. By contrast, strategies suggest paths to take and how to move along on the road to success. Strategies will help organizations connected with Amazon to determine how they will realize their vision and objectives through the world of action. Businesses that work with Amazon face internal and external factors and influences that make it uncertain whether, when and the extent to which they will achieve or exceed their objectives. These objectives are its highest expression of intent and purpose, and typically reflect an organization's explicit and implicit goals, values, and imperatives or relevant enabling legislation. ( Governance assurance and oversight, Managing risk in organisations , 2014)
AC 2.4. Carry out work activities meeting the operational plan through effective monitoring and control
Companies often talk about employee effectiveness and efficiency when brainstorming ways to improve business. While they sound similar, effectiveness means something entirely different than efficiency. “Effectiveness is the level of results from the actions of employees and managers. Employees and managers who demonstrate effectiveness in the workplace help produce high-quality results”. While “Efficiency in the workplace is the time it takes to do something. Efficient employees and managers complete tasks in the least amount of time possible with the least amount of resources possible by utilizing certain time-saving strategies”. By combining effectiveness and efficiency, a company produces better products faster and with fewer resources (Miksen, n.d.).
Findings related to how to carryout operational plan through effective monitoring and control:
1. Managers will Investigating on a regular basis what has been achieved, and what has not, Implementing corrective action where tasks are not achieved, or achieve on time (Leoisaac.com, n.d.).
2. Supervising, supporting and motivating the people of the organisation to ensure tasks are undertaken (Leoisaac.com, n.d.).
3 Implementing cost control when dealing with an operational plan will identifying and reducing business expenses to increase profits, and it starts with the budgeting process (Investopedia, n.d.).
4. Control Schedule can be a process used to monitoring the status of project activities to update project progress and manage changes to the schedule baseline to achieve the plan (Safari, n.d.).
5. (Managementhelp.org, 2016) ‘Organizational coordination and control is adopting a precise strategy to making sense of in case while doing what you needed to do or not. It\'s the piece of arranging after you\'ve chosen what you needed to do. The following are a portion of the major ways to deal with control and coordinating activities'.
Ac 2.1 -2.3 objective focus was on developing and improving customer focus culture through , removing customer obstacles, identifying critical customers, improving employee development and increasing customer satisfaction. Now we are Monitoring and controlling by firstly ensuring that the activities of different departments and work groups of the organization are harmonized through ‘coordinating' function. “It ensures unity of action among individuals, work groups and departments, and brings harmony in carrying out the different activities and tasks so as to achieve the organizational goals efficiently” (Satyendra, 2015). Secondly working within organizational constraints and limitations such as developing and delivering quality training programs takes time and effort. Some topics require expertise that managers or senior executives may not have. “In the event that no qualified individual works for the business, employers must seek a third-party training vendor to provide this service to the company or procure self-paced alternative training options”. Scheduling training classes/programs, advances in technology make it possible to conduct distance learning options, using web based conferencing software in the event that employees are not in the same location, so that one session can be scheduled for all employees, regardless of the office they work in (Duggan, n.d.). (Managementhelp.org, 2016) highlighted that the coordinating of activities, can be very helpful in the means for linking our set goals and action set for developing customer focus culture. Being that Amazon prided itself in the maximizing of its customers experience in making sure their needs are met. The implementation of customer departmental completion aids in the focusing on improving specific areas in Amazon, this will enhance and build on the job training sessions; inviting customer advocates. The process used to monitoring the status of project activities to update project progress and manage changes to the schedule baseline to achieve the plan Safari, (n.d.). As it relates to the implement strategies to build a customer focus organization Amazon also seek to input all relevant details of each customer in system, so that the each need is set uniquely that that individual.
Monitoring the efficiency and effectiveness of policies, different methods and strategies in strategy articulations or arrangements is an imperative part of the asset administration arranging process. It is a progressing movement all through the arranging cycle to evaluate how well the arrangement is functioning. Approach and plan adequacy observing decides the requirement for further activity, and conceivable changes and enhancements in strategy proclamations and plans, or in moves made to execute them; rules, or different techniques in its approach proclamations or arrangements to make suitable of the outcomes of activities and changes in nature. Strategy and plan adequacy checking gives Amazon a method of deciding how well arranged and functioning.
...(download the rest of the essay above)