Managerial Roles of Australian Hardware Wollongong Store

BSBMGT502
Nagendra Kapali
Student Id TS337
ASSESSMENT TASK 1
Introduction
Every individual hardware organization has its target to fulfill organizational goals
through sufficient training and proper work plan. This report would be focused on the
managerial roles of Australian Hardware Wollongong Store. The provided scenarios
would present the way to assign an employee named Kim, who is giving the poor
performance for the last six months. This report would evaluate the factors behind
her failure in order to manage the performance of the Australian Hardware.
Time and place to conduct the two role-plays:
Role-play Time Place
A consultation with the
garden products manager
and store manager.
10.00 am-11.00am Workplace
A meeting to set
performance expectations
with the seconded
employee.
9.00 am-10.00 am Registered Office
Role-play with the garden product manager and store manager
Representative:
Hello, Good morning. I have accessed Kim’s performance and I think that she is
perfect for the consumer service and sales representative.
Store manager:
Hello, Good Morning. Yes, I also think that she had effective skills to enhance the
consumer’s service and sales in the organization.
Representative:
Yes, she had expressed her magnificent skills in the home ware and hardware
productivity. Thus, she enlarges my satisfaction for him.
Product manager:
Page 1 of 25

BSBMGT502
Nagendra Kapali
Student Id TS337
I also think so, but I also think that she needs a special tanning as she is new to the
home ware and hardware organization.
Representative:
Yes, I have planned to provide the effective consumer service ad sales skills to
evolve her activity skills at the sales representative and consumer service
representative.
Store manager:
Yes, it will be better for him to join on the new designation
Product manager:
I also feel so as she has the hardworking capability. she will soon learn the effective
skills of the consumer service and sales service.
Representative:
Yes, I have planned to provide her the practice in the garden centre. I also aimed to
increase $10,000 monthly as the revenue earning to develop the competency of our
organization.
Position description
Kim Smith had been seconded as the sales and consumer's service representative.
It had been overseen; Kim Smith is a staff of garden product. Consumer servicing
skills had to be promoted to establish the position of a Consumer service
representative. Moreover, Kim Smith is an employee of garden product. Thus, the
practical abilities are required to transfer the position of Kim Smith. Consumer
service required the efficacy focus on the consumers. Thus, it also observed, the
sales representative had to influence their creativity by utterly enhancing the sale
technology. Adequate knowledge about productivity also plays a vital role to
influence the quality of consumer service representatives. The consumer service
representative plays a pivotal role between the Wollongong store and consumers.
They are also explicitly employed to address consumer issues and resolve the
problematic factor of the consumers. Several factors are utterly linked with the
efficacy skills of a consumer service representative. Those skills included convincing
speaking capability, empathy, taking responsibility, patience. Another first point also
enrolled here, and that is the position of sales representative. Product knowledge
had to transparent to a sales representative. Secondly, the prospecting skills had to
develop the sales of home and hardware productivity. Active listening is the
perpetuate element for a sales representative and the implication of, excellent
communication skills also create the position of a sales manager.
Employee’s behaviour
Page 2 of 25

BSBMGT502
Nagendra Kapali
Student Id TS337
Employees aptitude is the most efficacy element in organizational context to develop
products as well as the surviving capability — employee aptitude about the hone and
hardware products. Knowledge about productivity encouraged employee aptitude.
The apprehensive skills about safety and health issues are also perpetuated as the
significant employee aptitude to generate the capability of time and hardware
productivity. Sales technology also enrolled as one of the magnificent factors to
enhance the sales capacity of Wollongong Store. Honesty, integrity, ethical behavior,
ambition are the indispensable factors in Employee aptitude and its aid to promote
the position of Wollongong Store.
Performance standards
The standard performance had been expected from an employee as they are
employed to develop the organizational position of Wollongong store. Hence the
enhancing communication skill and positive behaviour expected from an employee
as they are the primary factor in enhancing productivity. The apprehensive activity
skills and communication skills are expected from a consumer service
representative. Polite behaviour and communication skills aid in developing the
position of a consumer service representative. Additionally, several qualities can be
included here, and those are attentiveness, time management process, positive
language towards the consumers is also expected from a consumer service
representative.
Gather informal feedback to relay to the employee
Informal feedback is taken from Kim's manager. The store manager and the
manager of Kim hep to provide the appropriate details of Kim and hence, the
managerial department of Wollongong stores take the division of the selection
process of Kim Smith. Thus, she also can evaluate the beneficial factors Kim, and
therefore, she can select him for that position. This will also allow the managerial
department to pledge the proper training process to the employee, and thus, they
can promote their creativity in consumer services and sales services.
Carry out the role-play with the seconded employee
Representative:
Hello Kim,how are you?
Kim Smith:
Hello Sir. I am fine
Representative:
I have accessed your performance and it really impressed me a lot.
Kim Smith:
Thank you, Sir.
Representative:
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BSBMGT502
Nagendra Kapali
Student Id TS337
Yes. You have expressed splendid ability in the home ware and hard ware
productivity.
Kim smith;
Yes, I am much interested on the home ware and hardware productivity though I am
an employee of garden product. I also have hardworking capability to enhance my
position.
Representative:
I also think so. Therefore, I have planned to employ you as the consumer service
and sales representative.
Kim Smith:
I will be grateful to have apposition of consumer service and sales representative as
I am a friendly person and also like to communicate with various types of people.
Representative:
I will be delightful, if u can perpetuate your activity and helps to increase the
economical value of Wollongong Store.
Kim Smith:
Yes, I will put my effort to enhance the consumer value as the consumer service
representative.
Representative:
Many well wishes for you.
Explanation about position description.
Kim Smith had been seconded as the consumer and sales representative. The case
study exposed; Kim Smith is an employee of garden product. her keen interest in the
hardware and home products impressed the manager of Wollongong store, and thus
she decided I seconded him as consumer service and sales representative. Sales
personnel need to establish adequate knowledge about productivity. she also needs
to ensure the sales evolution in Wollongong organization. Apprehensive sales
technology also utterly increased the value of the sales representative. Sales and
marketing capability had to develop through promoting the consumer relationship.
Marketing intelligence is a pivotal part to encourage the position of sales
representative. Another position includes consumer service representative.
Adequate focus on the consumers had to rise to work effectively as the consumer
service representative. Thus, the consumer service also employed to inform the
insufficient information about the products to the consumers. They also have to
display sufficient servicing quality to the consumers. Thus, they can help to
encourage the position of a consumer service representative.
Briefly summaries how performance is measured and performance objectives
Efficacy pricing strategy, flexibility, and quality of the productivity are enrolled as the
prominent objectives to influence the position of Wollongong stores. Performance
objectives obtained the achievable, measurable, time-bound activity, and thus, it also
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BSBMGT502
Nagendra Kapali
Student Id TS337
increases the production of Wollongong stores. Performance measurement is the
indispensable area to promote the competitive quality of Wollongong stores and also
develop the potentiality of Wollongong stores top compete effectively against other
hardware enterprises. Performance measurement required the performance
gathering process of the employees. The analysis also needed to determine the
perpetuate performance of the employees. It had been observed from the case study
that; managerial department of Wollongong stores aimed to enhance the revenue
earning process of Wollongong stores. Hence, they also expected to generate the
revenue earnings by $10,000. It had been observed, the efficacy KPI also need to
promote the organizational position. The utterly increase the KPI such as the
revenue warning, profitability, cash flow.
Evaluation of performance objectives and fulfill a work plan
Adequate consumer service skills had to enhance the acting skills of a consumer
servicing representative. It had been observed that Kim Smith is an employee of
garden product and thus the prominent training required to transfer the person from
an employee of garden product to the consumer service and sales representative.
Several skills such as consumer understanding capability, effective communication
skills, addressing the problems of the consumers are the major factor to influence
the performance of the consumer service representative. Moreover, the sales
representative required unprecedented sales technology, clear communication, and
apprehensive knowledge about productivity. Thus, it aids to promote the
performance value of a sales representative.
Discussion of the general expectations and code of conduct with employee
The managerial department of Wollongong stores aimed to develop the creativity of
the stores through developing the creativity of consumer service and sales
representative. It had been identified; Kim had requisite skills in consumer service
and sales. Thus, the prominent sales performance avails to develop the sales
capability of Wollongong stores. The organization also aimed to increase the
revenue earning process. Through the enhancement of income-earning, the
managerial department of the organization aimed to increase the revenue by
$10,000.
Agreed Work Plan
After making the active work plan, both parties needed to be got agreed on it or not.
Sometimes the employees generally not get ready in according with the work plan
prepared through the hierarchical management. Hence, it needs to be agreed on by
both parties. It is noteworthy that there are always some risks remain while making a
plan or distributing the new roles to the employees. As per the given scenario, Kim is
going to have a unique position in the business. Thus, there would be some risks
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BSBMGT502
Nagendra Kapali
Student Id TS337
which would get bearded by the hierarchical authority or by Kim himself. At the time
of both part agreement, the level of risks would be bearded. In the work plan, thereby
all the things need to include regarding the new roles as well as the workplace for
saving the money and time respectively.
Appendix 2: Employee Work Plan
KR
A
Activities/Goals Measurement/KPIs Accountability/
Dependencies
Financial Optimum
utilization of the
funds. The fund
is expected to
be utilized in an
excellent
manner. The
goal of this
business wants
to have a
significant
financial
condition.
Similarly, this
business is
willing to
increase the
profit according
to the project.
EX.$10000 per
months
It is measured the
effective way of
how the managers
would utilize the
funds along with
its results. It gets
estimated after the
project completion.
EX.$8000 per
months as 20%
decrease
It totally depends on the
CFO of the organization.
CFO creates the issue in the
funds as per the tasks.
Besides, it also stimulates
the project performance.
Internal
Process
The internal
process of the
working
environment is
expected to be
peaceful.
Consequently,
the , Besides,
no disputes are
not to be there.
A proper
It gets measured
regularly. Because
the employees'
work performance
check based daily
and hence provide
the feedback for
helping them.
It depends on the managers
as the managers remain
responsible for the internal
process. As a result, it
solves the conflicts among
the staff.
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