Employability Skills of TESCO PLC : Assignment

Employability Skills

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Set of responsibilities and performance objectives of customer advisor.........................1
1.2 Evaluation of own effectiveness against defined objectives............................................2
1.3 Recommendations for improvement................................................................................2
1.4 Motivational techniques which is used for improving quality of performance................3
TASK 2............................................................................................................................................4
Covered in Posters .................................................................................................................4
TASK 3............................................................................................................................................4
3.1 Roles of people in a team and how they help to achieve shared goals.............................4
3.2 Analysis of team dynamics..............................................................................................4
3.3 Alternative ways to complete tasks and achieve team goals............................................5
TASK 4............................................................................................................................................5
4.1 Tools and methods for developing solutions to problems................................................5
4.2 Appropriate strategy for resolving a particular problem..................................................6
4.3 Potential impact of implementation of strategy on business............................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Employability skills refer to set of skills, behaviour and knowledge that are necessary for
performing a specific job. It can also be known as soft or foundational skills. If a company wants
to attain its specified objectives then it should hire that person who have skills and capabilities
for performing a job in an effective and efficient manner. Organisation spends lots of time and
training to its staff so that they can perform as per specified standards (Wickramasinghe and
Perera, 2010). This project is based on TESCO Plc which deals in grocery and general
merchandise. It is the biggest retailer in United Kingdom. This report will explain about the set
of responsibilities of customer advisor, his effectiveness against defined objectives and
motivational techniques that can be used for improving the quality of performance. It will also
state about various style of communication, effective time management strategies and various
alternative ways by which task can be completed with in specified period of time which assists in
achieving the desired result.
TASK 1
1.1 Set of responsibilities and performance objectives of customer advisor
Own responsibilities and performance management refers to self management which can
be defined as a ability of a person by which he provides best possible outcome for a specific job.
As a customer service advisor of TESCO, I have to handle various responsibilities which are
given below-
 Handle consumers complaints- If any buyer has problems regarding any products or
services then he calls to the service advisor for find out the best solution. So in this
situation, advisor has responsibilities to provide best possible resolution so that they
become loyal towards company and will remain in the firm for long period of time.
 Maintain relationship- Consumer service advisor has main responsibility to maintain
better relationship with their target market so that they will purchase its goods or services
on a regular basis and will not switch to any other brand.
 Provide information- If any potential purchaser wants to take information about the
products or services then he will call to the consumer service advisor. In this case,
advisor has responsibility to provide actual information about their goods or services so
that customers can take decision related to purchasing (Zaharim and et.al., 2010).
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Performance objectives-
 Specific: Communicational skills by which I can provide a better assistance to customers.
 Measurable: Number of satisfied customers will be increased in the day which is the
objective.
 Relevant: development in the working skills can be improved by the company.
 Attainable: 5% increase in the satisfied customers the objective to improvement (de
Guzman and Choi, 2013).
 To know more about its purchaser so that organisation can serve to them as per their
requirement.
 To take feedback from the end users related to products functioning which will assist in
reducing drawbacks from the offerings and will satisfy the needs of consumers.
 To find out the best ways by which complaints from customers can be reduced and their
satisfaction level can be increased
1.2 Evaluation of own effectiveness against defined objectives
Performance objectives are very helpful for achieving the specified goals and objectives.
An individual should evaluate his performance against the decided objectives that are assigned
by an organisation. The main objective of customer service advisor of TESCO is to handle
grievances of its target market so that it can attain its specified goals. Performance objectives
include some specific targets, measurable and expressed quantities. Customer service advisor's
performance will be monitored through how he is handling the complaints of purchaser, how
much period of time, he sough out the problems of buyer, he is able to perform their job in an
effective and efficient manner or not, he is generating the sales or not, is able to convince the
customers or not. It can be monitored by following the following methods-
 Direct supervision
 Ranking method in which one employee is compared with other employee who is
possessing same level of post.
 Report back in which staff report about their work to their supervisor.
 Feedback in which responses are collected from team members, department as well as
from consumers.
With the help of evaluation process, man power can improve their performance by taking
corrective action which will help in achieving the desired result or outcome (Wilton, 2011).
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