Improving Consumer Perception through Effective Management

The assignment content highlights the poor service and quality of food at a restaurant due to the unavailability of the floor manager, late service, use of another language by the manager, rude behavior of waiters and managers, staffs not attending customers, and serving starters very late. The two main issues are related to poor service and quality of food. It also discusses recommendations such as proper management, quality of food, and customer feedback to improve the situation. Additionally, it explores culture, norms and values, and organizational culture, specifically focusing on Bluebird Care UK's approach to providing high-quality home care services.

Business Skills

Isabel Fontes
Address: Xyz, London United Kingdom
Email: [e-mail]
Phone: [phone]
Career Objectives
Result oriented management student with the strong academic record and seeking management internship in the freight industry. The verbal
and written communication skills are excellent. Proven experience in accounting, customer service, and sales. My skills, knowledge, and
experience for the advancement of the company for personal and organizational growth.
Educational qualification
 BSc Business and Healthcare Management - Anglia Ruskin University, 2016
 (Postgraduate studies) Human Resources: Recruitment, Selection, and Admissions - UAL, 2012 - 2013 (Portugal)
 Mental Health and Bipolar Disease study for master's degree, 2010 (Portugal)
 Degree (Honors) Accounting and Taxation - Union CESP, 2000 - 2002 (Portugal)
 (High school) Social Sciences and Humanities: Social Economy and Sustainability - E.S.A. 1996 - 2000
(Portugal)
Experience of Work
Support Worker (DBS Update)
Bluebird Care, July 2016
 Supports in providing good quality of life to everyone.
 Challenging and encouraging activities inside and outside of the community.
Support Worker (DBS Update)
Certitude, March 2016 - July 2016
 Supporting persons with Autism, Physical disabilities, Blind/Deaf, and others who are unable to perform their daily activities.
 Providing the personal, social and encouragement activities in the community.
 Teach disable people to be independent to perform in daily routine.
 Use of Makaton language for the better understanding of residents.
Housekeeping Night Shift
Clink Hostels, August 2015 - February 2016
Teacher
EC.ON, 2014 - 2015 (Portugal)
 Teacher of creative writing.
 Writer’s agent consultant
 Writing of group stories and short stories with small sentences.
Personal assistant to the General Manager
Lisbon Holidays, 2013 - 2014 (Portugal)
 Invoicing Department; Personal assistant to the General Manager and Organization of his work schedule.
Executive Publisher
UNIVERSUS, 2011 - 2013 (Portugal)
 Reception of edition proposals, processing and authors selection and referral of Works; literary agency and consultancy;
responsible for monitoring works in the graphic; Organization and Management of Releases and Presentations of Works.
Executive Publisher
Edium Editores, 2007 - 2011 (Portugal)

 Reception of edition proposals, processing and authors selection and referral of Works; literary agency and consultancy;
responsible for monitoring works in the graphic; Organization and Management of Releases and Presentations of Works.
Office management (Accounting, Human Resources) and Personal Assistant to the Director
Manupessoal , 2005 - 2007 (Portugal)
 Total office management, from Accounting, Human Resources and Personal Assistant of the Director’s work schedule.
Technician Administrative Dept. Hospital Public Tenders
AstraZeneca Pharmaceutical, 2004 - 2005 (Portugal)
 As Hospital Manager Assistant, reporting to the Hospital Services Director; Financial, Logistics and Administrative
documentation organization for Hospital public tenders; conducting Financial Proposals for Public and Private Hospitals;
Responsible for the price adjustment / target / rappel off the products sold by the company / pharmaceutical.
Executive Secretary (Financial Sector) and Assistance to Executive Production / Marketing
Postalfree – Advertising Agency, 2003 - 2004 (Portugal)
 Responsible for the Financial Sector, reporting to the Board; Personal Assistant to the Board; Assistance to Executive Production
/ Marketing.
Executive Production Assistant
Filmes do Tejo, 2002 - 2003 (Portugal)
 Full assistance to the Executive Director and the entire process of Commercials and Feature films; design and management of
budgetary maps of each project.
Financial Assistant
Experimenta – Associação Experimenta Design – Bienal de Lisboa, 2000 - 2002 (Portugal)
 Responsible for overall management of the treasury, and control of payments to suppliers and participants;
 Responsible for the management of bank accounts (updates, outflows, and inflows), treasury map management;
 Responsible for contact with Suppliers and Sponsors; Logistics and assistance to the Director (arranging meetings, travel, etc.);
Total assistance to the Financial Coordinator of the association.
Internship
 Autism - Certitude, 2016
 Dementia - Bluebird Care 2016
 S,O,V.A. Safeguarding - Certitude, 2016
 Medication - Certitude/Bluebird Care, 2016
 Makaton - Certitude 2016
 Infection Control; Food Hygiene; Equality & Diversity; Mental Capacity ; Medication (e-learning) - Certitude/ Bluebird Care,
2016
 Health and Safety at Work Technician,; Conflict Management and Resolution; People and Skills Management in the Social
Economy- INEPI, 2013 (Portugal)
 Excel: Advanced: Formulas, Analysis, Spreadsheets; Computer course; Excel formulas (Perfecting) - Externato Apolo, 2010
(Portugal)
 Organization and Coordination of Events - Printemps, 1998 (Portugal)
Interests
Voluntary Work, Writing, Journalism, Literature, Photography, Painting, Music, and Classic Dance
Personal information
Nationality: Portuguese; Visa Status: European citizen, Languages known: language, English/French good/independent user,
and Spanish basic user, conversational
References
Available upon request

Task B:
754 South Bridgestone Ave.
Houston, TX 75090
November 21, 2016
Ms. Sandy Destreza
Leveret Freight Company
Xyz Street, UK
Dear Ms. Sandy,
I am applying for the position of management trainee which you have listed on the website of
your company. I believe that I am an eligible candidate for this position as I had excellent
communication skills and enthused about working for a national freight company with the
current enrollment in an accredited university. I cultivate to apply to your joining of it being a
significant national freight company in the business world.
I have done my degree in accounting and taxation-union in 2002 then Mental Health and
Bipolar Disease study for master's degree in 2010 after those post-graduation studies in
Human Resources: Recruitment, Selection and Admissions – UAL and currently studying business
and health care management in 2016. I have ten years of professional experience in the field of
accounting, human resource, sales and customer services. So I have knowledge of all the areas which
helps me to perform the management internship in a most effective manner, and it contributes towards
the success of service center through learning and understanding operational functions. Apart from
that, my skills include excellent communication skills, discipline, quick learner, knowledge, and
energetic which helps me to add value to your organization.
I am confident with my skills, experience, and strong interest in the goals of Leveret Freight
Company has prepared me to be a strong intern for your program. Looking forward to hear
from you.
Please keep me updated.
Sincerely,
Isabel Fontes
Enclosure: Resume

Task C
Issues
There are many issues which are faced by the consumers due to mismanagement of the
restaurant. The issues were related to the hygiene, quality of food, late service, invalidity of
vouchers on event nights, high cost in context of food quality, misled by the manager,
misbehavior of staff members, unavailability of floor manager, no consumer’s feedback, no
availability of concern person regarding the wrong bill and poor service. The prime reason of
issues arises is due to lack of management in the restaurant. The management is mainly the
administration of any organization which comprises the activities of implementing the
strategy on the organization and coordinating the efforts of staff members which helps to
achieve the goals and objectives of the company.
The objective of expressio pizza is to deliver the quality food to the consumer with the best
service which helps to build the brand image in the eyes of the consumers. The management
of the restaurant is very poor which is shown from the unavailability of the floor manager,
late service, use of another language by the manager due to which the consumers are misled,
rude behavior of waiters and managers, staffs are not attending the customers, and serving the
starters very late. The two primer issues are related to the poor service and quality of food.
The quality of food is very poor in context to the price. Secondly, the food is unhygienic, and
the consumers are very health conscious so it a major concern. All the problems are arises
due to poor management.
Recommendations
Following are the three recommendations which help to overcome the problems faced by the
company:

1. Proper management
The management of the restaurant must be improved which helps the resolve the problem
of unavailability of staff members, floor manager, billing manager, and proper service by
the waiters. Secondly, it helps to resolve the problem of misbehavior of the staff members
and managers. Thirdly the consumers are not misled by the managers due to the problem
of language. Fourthly the problem of invalid vouchers will be resolved by the manager.
2. Quality of food
The quality of food needs to be improved within the context of price which helps to
resolve the problem regarding the quality of food. Secondly, the food must be prepared
with the proper sanitation which helps to resolve the problem of unhygienic food. The
quality is a most crucial factor which needs to be considered in the food industry because
it helps to attract a large number of the consumer by serving the fresh and hygienic food.
3. Customer feedback
The consumer feedback must be taken by the staff members who help to resolve the
issues faced by the consumers. The feedback is a very important factor which helps to
improve the quality of the product by satisfying the needs and demands of the consumers.
The meeting of consumers’ needs helps to build the brand image in the eyes of the
consumers which impacts on the sales volume of the company.
Task D
1. Culture
The culture of a company is defined as the set of priorities that are given to the
various things. The priorities can be of two types, namely, explicit and implicit. The
explicit priorities are those who are explained in the mission statement of the
company. According to the Tom Tierney who is the former managing partner of Bain

& Co. ‘The corporate culture is the behavior of employees in the absence of being
watched’ (Hindle et al., 2002). The behavior of employees in an organization is
influenced by the organizational culture such as sexual harassment. The culture of any
organization is variants according to its industry. The external environment needs to
be taken into account such as the harmonious operating methods must be used in the
American multinationals. The culture is classified among the five dimensions,
namely, individual versus collective, power distance, uncertainty avoidance,
masculinity, and short versus long term.
2. Norms and values
The cross cultures are having three layers, namely, explicit level, norms and level, and
the core of culture. The explicit level is the first layer in which the difference of
cultures among the countries is reflected from the communication style, food
architecture, and others. In the second layer, the norms and values are described from
national characteristics of culture. These are the unwritten rules of the society which
needs to be followed by an individual as a rule of society. The values are not
discussed, but they are experienced inwardly. In the third layer the core of culture
consists of assumptions and beliefs (Browaeys et al., 2011). The norms and values
vary from society to society and culture to culture. The politics are influenced by the
norms and culture when it comes to bringing the global unity to humanitarian norms
and values. The norms and values are classified into four categories, namely,
traditional, rational, primary concern and postmodern society.
3. Organizational culture
The Bluebird care is a home provider company which is serving high-quality home
care in the United Kingdom. The organizational culture of the bluebird is represented
the collective values, the principle of organizational members and beliefs. The

organizational culture of an organization includes three ingredients, namely employee
engagement, work and customers (Guiso et al., 2015). The employee engagement
activities are performed in the company such as knowledge sharing system, the
involvement of an employee in decision making and others which help to motivate the
employees through providing job satisfaction to them. Secondly, the company is
focusing on providing the high quality of service to its consumers and works in a most
efficient and effective manner. The company has to provide the unique service with
the aim of providing a standard of care to its customers. The company is providing
flexible service to its customers by prioritizing the needs of the consumers. The
company is focusing on increasing the values of an organization by providing the high
quality of service to its customers. Thirdly the company is using concentric customer
strategy which helps provide the high quality of service to its consumers. The
company has complaint procedure by providing the feedback of the quality of service
which helps to satisfy the needs and demands of the consumers through providing
desirable service to its customers. The company is sharing the information with the
national regulator of the United Kingdom in order to meet the fundamental standard
of safety and quality of services (Homecare Provider | Bluebird Care UK et al., 2016).
The company is prioritizing the consumer satisfaction in the aim of the company
through providing best homecare services. The company promotes anti-discriminatory
in recruiting the employees.

References
Hindle, T,. 2002, Guide to Management Ideas. London: Bloomberg
Browaeys, M, and Price, R,. 2011. Understanding cross-cultural management.
Harlow:Financial Times
Homecare Provider | Bluebird Care UK. (2016). Bluebirdcare.co.uk. Retrieved 21 November
2016, from http://www.bluebirdcare.co.uk/home
Guiso, L., Sapienza, P., & Zingales, L. (2015). The value of corporate culture. Journal of
Financial Economics, 117(1), 60-76.