Leadership and CRM for Business Growth

This assignment examines the crucial role of leadership in addressing existing challenges within a business entity. It emphasizes the significance of fulfilling customer expectations by leveraging CRM platforms to attract a wider customer base and ultimately achieve higher sales targets. The document analyzes various leadership styles and their impact on organizational success, while also exploring the benefits of implementing CRM systems for improved customer engagement and revenue generation.

LEADERSHIP
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Table of Contents
Introduction..........................................................................................................................................3
TASK 1.................................................................................................................................................3
Question 1 Explain how learning needs of others in ensuring efficient and effective use of an
organisation’s knowledge management system...............................................................................3
Question 2 Explain three state or federal legislative requirements need to consider when securing
human, financial and physical resources for KMS..........................................................................3
Qestion3 Describe implication of legislative requirement in undertaking KMS.............................3
Question 4 why information is shared using appropriate method of training.................................3
Question5 Describe how support and promotion of an entity’s management system can have
positive impact on customer expectations.......................................................................................3
Question 6 what are the main objectives behind implementing and monitoring effective
document management system........................................................................................................4
Question7 Describe when an entity will review its training activities in meeting business
demands...........................................................................................................................................4
Question 8 explain why an information or KMS needs to be monitored for compliance...............4
Question 9 Explain the importance of aligning and integrating existing data into organisational
information systems.........................................................................................................................4
Question 10 why it is important to combine information on an individual’s achievements...........4
Question 11 what recommendations might an entity elicit from work colleagues in improving
work group behaviours....................................................................................................................5
Question 12 Explain contingency that may arise within the firm’s management system...............5
Question 13 Explain when an entity may analyse the effectiveness and limitations of its
management system.........................................................................................................................5
Question 14 why is it essential for an organisation in order to refer organisational policies and
procedures........................................................................................................................................5
Question 15 describe legislation change and its implication on organisational operations.............5
Questions 16....................................................................................................................................6
1. Suggest three ways that an entity could manage the problem through telephone system...........6
2. List three ways you would assess the learning needs of the personnel who answer phone........6
Question...........................................................................................................................................6
17 Incident report.............................................................................................................................6
Task 2....................................................................................................................................................6
1 Organise learning in using the information or KMS....................................................................6
a) Identify learning needs of relevant BizOps personnel and planned learning activities...............6
b) Identify the secure human, financial and physical resources required for using information in
KMS.................................................................................................................................................7
c) Explain how you will organise and facilitate these learning activities........................................7
d) Describe how you will monitor and document the effectiveness of chosen learning activities..7
e) Explain how you will monitor the progress of planned activities and schedules........................7
2. Manage the use of information....................................................................................................7
a) Describe how will ensure implementation and procedures for KMS..........................................7
b) Discuss how you will use correct application of policies and procedures..................................8
c) Explain how you will plan to address implementation issues.....................................................8
d) Describe how you will adhere to commercial confidentiality.....................................................8
e) Explain how you will monitor integration and alignment with data and information systems...8
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f) Describe how you will collect information on achievement of performance measures..............8
g) Describe how you will ensure the correct management of organisational records.....................8
h) Describe how you plan to manage contingencies........................................................................9
I) discuss the implemented strategies you will deploy for a diverse range of clients......................9
3. Review the use of information.....................................................................................................9
a) Explain how you will analyse effectiveness of the management system and reports.................9
b) How effective are the current general Purchase information management system.....................9
c) Describe your research method and how you critically analysed documentation of sources.....9
d) Explain the business and operations plan review process...........................................................9
e) Provide your proposed knowledge management system...........................................................10
f) Describe the importance of taking full responsibility for policies.............................................10
g) Explain how you will encourage BizOps team to take responsibility of sequencing of tasks. .10
h) List the recommendations you will make improvement to the current BizOps........................10
Conclusion..........................................................................................................................................10
References...........................................................................................................................................11
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INTRODUCTION
Manager plays a significant role in the business which motivates its followers in increasing
their overall stay in the organisation for long term period. Motivation can be given in the current
firm is related with the help of technology to redefine the performance of the business. This report
is all about explaining various activities in order to affect its overall performance.
TASK 1
Question 1 Explain how learning needs of others in ensuring efficient and effective use of an
organisation’s knowledge management system
Knowledge management system used in the organisation in order to utilise the existing
business functions of the organisation (Harris and et,.al., 2017). This meets the specialisation needs
of an individual in order to get competitive advantage over its variety of customers. Adequate
system used that enhances the business practices in order to deliver quality oriented services.
Question 2 Explain three state or federal legislative requirements need to consider when securing
human, financial and physical resources for KMS
Discrimination Act- This act will come into existence in order to provide deserving salary to all the
employees which retain wide number of personnel.
Financial requirements- Financial statements are analysed by using appropriate technique by
using accounting standards in order to present the financial statements in the best possible manner.
Physical resources requirement- The inventory is stored in an entity for the benefit of an
enterprise which induces the effectiveness of the business practices.
Qestion3 Describe implication of legislative requirement in undertaking KMS
Knowledge management system is that specialised function which enhances the overall
business health that enhances the business resources. The legal actions will be taken by an entity in
which the efficiency of all the resources will be improved in order to make important decisions in
the business.
Question 4 why information is shared using appropriate method of training
Training is to be given to all the employees in order to convey important announcements
regarding to the business in order to alert the new entrant in the business. The existing skills and
capabilities of an individual will be improves with the passage of time.
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Question5 Describe how support and promotion of an entity’s management system can have
positive impact on customer expectations
Customer relationship management software will be uses by an entity which is that software
who improves the existing business resources applied by the firm in defining their current skills.
This will track the reviews of all the customers that helps in addressing all the problems faced by
customers in a given time span.
Question 6 what are the main objectives behind implementing and monitoring effective document
management system
The basic objective of an entity is to create a legal evidence of all the business transactions
occurred in the business in relation to several customers and investors (Ward, 2016). Documents are
generated electronically which cannot be manipulated by any individual as electronic system will
not be affected which improves the business performance of the firm.
Question7 Describe when an entity will review its training activities in meeting business demands
There are various situations in which an individual will review all the training materials used
by them in uplifting their existing working conditions is given as below:
 Delayment in the goals will force an individual in order to train its existing employees in order
to explore higher market opportunities.
 Lack of customers is other serious issues faced by the firm which will be rectified by
implementing CRM software in the current business firm.
Question 8 explain why an information or KMS needs to be monitored for compliance
Monitoring of the information in the business is essential as wrong inclusion of facts will not
produce negative results which deflate the interests of most of the customers and the employees
working in the business. The standards are prepared by the firm to ensure its higher productivity
with the passage of time.
Question 9 Explain the importance of aligning and integrating existing data into organisational
information systems
Alignment of data in the existing information system developed b the owner in order to
communicate each and every individual in the same firm. It will be helpful for the top management
in order to contact all the employees simultaneously by sharing internal information to them. This
also brings up grievances of several employees in which all of their problems get resolved in less
period of time.
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Question 10 why it is important to combine information on an individual’s achievements
Mentors guide their followers with a basic objective to improve their skills in order to earn
higher future benefit. The achievements of all the team members are recorded as this would help the
manager in upgrading the job designation all individuals who are performing well in the business
entity.
Question 11 what recommendations might an entity elicit from work colleagues in improving work
group behaviours
Tasks will be allocated group in which different departmental employees are joined together
for specific project as this would bring up their hidden innovation and creativity. These will be
applied by the in improving their existing work (Nahavandi, 2016). Brainstorming sessions will be
organised in which team leader state the problem whose solution be will find out all team members
by discussing critically on the existing problem faced by all individuals at the workplace.
Question 12 Explain contingency that may arise within the firm’s management system
Crashing of management system leads to the loss of information as this arouses the chances
of leak of confidential information of the business in front of its competitors who try to affect the
internal performance of the business. This problem can be rectified by the firm by taking preventive
measures in advance by using cloud computing in which data will be stored on clouds that can be
accessed at anytime according to the convenience of the owner.
Question 13 Explain when an entity may analyse the effectiveness and limitations of its
management system
After action review is a process adopted by the owner in their firm in which activities are
deeply analysed which predicts the future action of the firm by assessing the existing situations.
This review will be conducted by the project manager who held responsible for handling the whole
process. There are two forms of ARR which is as follows:
Formal-Systematically followed channels
Informal- Review can be conducted in haphazard manner
Question 14 why is it essential for an organisation in order to refer organisational policies and
procedures
Organisational and business policies are the restricted boundaries framed by the owner in
order to guide the action of all the employees (Ward, 2016). Compliance of all the policies will help
in accomplishing all the targets within the standards developed by an entity. The accomplishing of
objectives help in attracting wide number of customers.
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Question 15 describe legislation change and its implication on organisational operations
Rules and the regulations play a significant role in the life of the business entity in which
every external change will directly affect the current business of the concern. The business operated
by the owner need to be updated with legal rules in order to avoid any consequences occurred in the
near future.
Questions 16
1. Suggest three ways that an entity could manage the problem through telephone system
 Telephone service can be outsourced by opening customer cell to meet the requirements of all
the customers
 Music will be played while phone is on hold to reduce frustration among employees by
reducing hold time of maximum 5 second
 Training will be given to all the employees in order to handle problems on their own without
transferring the calls to the higher authority people
2. List three ways you would assess the learning needs of the personnel who answer phone
 Visual training will be given in order to use polite tone in handling customers
 Mentors will guide by talking with aggressive customers
 Offers and discounts will be offered to all the customers in reducing their stress
Question
17 Incident report
Date
4-March-2017
Incident
Loss of information
Consequence
Decreasing brand
image
Reported by
Provisional manager
Action Taken
 Using cloud computing
 RISC architectural design used
 Cryptography will be used in order to encrypt the information by
allowing private key to the sanctioned authority to get important
information
Modified date
14-3-2017
Modified by
Manager
Job Title
Information technician
Signature
General manager
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TASK 2
1 Organise learning in using the information or KMS
a) Identify learning needs of relevant BizOps personnel and planned learning activities
Personnel of BizOps are maltreated as their skills are exploited by the firm as there is no
integration among employees and the top management system. Training will be given to all the
employees as this will break their boredom at workplace and opens up new opportunities for them.
Flexible working hours should be implemented which increases their interest while retaining in the
same firm for long time.
b) Identify the secure human, financial and physical resources required for using information in
KMS
Human needs- Existing employees will be upgraded in the same organisation in order to fulfil the
requirements of the business as this will help in reducing expenditure of recruiting new employee in
the business.
Financial needs- Finance used in operating the business will be used optimally by spending only
on important activities by eliminating all less important tasks.
Physical resources- Just time method will be used in which inventories are purchased just to meet
the order requirement in which purchasing and selling record will be maintained.
c) Explain how you will organise and facilitate these learning activities
Learning activities will be prepared in accordance with the existing problems by several
employees in the same working place (Nahavandi, 2016). The issues faced by an entity will give
birth to the activities which enhances the knowledge of an individual in amending the current
structure of the organisation.
d) Describe how you will monitor and document the effectiveness of chosen learning activities
Logging systems will be used in which User id and passwords will be allotted to all the team
members working on the same project. The attendance of each and every employee will be
monitored when they log in to the system. This log in ids will not be used by anyone in order to
cheat the management as this id will be operated by one time on one pc. The monthly reports will
be generated to ensure the effectiveness of the project.
e) Explain how you will monitor the progress of planned activities and schedules
Dashboards will be created by an individual centrally in the office which can only be
accessed by the manager that act as a permanent record which helps in affecting overall
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performance of an entity in the near future. Event occurred in the firm will be compared with the
standards as a benchmark to attain all the objectives.
2. Manage the use of information
a) Describe how will ensure implementation and procedures for KMS
Software’s will be used by an entity in order to execute the knowledge management system
which enhances the overall business performance of an enterprise. Software’s can be taken on loan
but appointing employee in executing will induce the overall cost (Harris and et,.al., 2017).
Students of IT will be appointed on voluntary internships to decreases the costs of purchasing
application packages.
b) Discuss how you will use correct application of policies and procedures
Virtual simulation technique will be used in which existing situations of the business are
assessed by using this approach in which owner will improve its analytic capability of making
important decisions in the firm. Good results of this simulation will determine the actual policy to
be used by the firm which generates higher returns.
c) Explain how you will plan to address implementation issues
The readings collected by person who held responsible for observing the situations will
helps in increasing the overall performance of an entity. These issues will be resolved by using trial
and error method in which action of owner will determine the supports or negative reactions of the
customers.
d) Describe how you will adhere to commercial confidentiality
Competitive positioning method will be used by an entity in which present facts and figures
of the corporation are analysed in relation to the strategies framed by its rival members exist in the
same industry. In this ways, an entity will come to know its position in front of all its customers.
e) Explain how you will monitor integration and alignment with data and information systems
Data management system will be used which is electronic recording of all transactions takes
places in the business (Bums, 2016). This is further help an entity in order to form entity
relationship diagrams in which relationships among records will be created in order to link the data
collected with the information system to communicate the desired final outcome.
f) Describe how you will collect information on achievement of performance measures
Good feedback of client is the evidence of good work of the employees as this contributes in
increasing the overall brand value of the firm. The competition has created by increasing brand
value in comparison with the existing competitors. Completing tasks in given deadline steal the
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interest of top management towards the performance of an employee.
g) Describe how you will ensure the correct management of organisational records
Specialised accounting software used by the business in order to record all the business
transactions will be regulated by appointing another employee who will manually checks all the
vouchers properly and sanctioned the vouchers by signing on the vouchers which pass on to the
accountants.
h) Describe how you plan to manage contingencies
Risk management plan will be developed by the departmental manager that extracts all the
future contingencies may occur in an enterprise (Swanson and Frederick, 2016). The likely hood of
risk occurring areas will be monitored by regulating the suppliers, managing customer
requirements, back of data kept by an entity.
I) discuss the implemented strategies you will deploy for a diverse range of clients
Door to door selling will be preferred in which counsellors will directly interact with lost of
customers separately at their homes in explaining regarding the products. Meeting and seminar will
be organised by the firm where large number of people will be called upon to discuss about the
products currently offered by the firm.
3. Review the use of information
a) Explain how you will analyse effectiveness of the management system and reports
Quality- Service quality currently offered by the business to its variety of customers will help in
gathering large number of buyers towards the business.
Decision making- decisions are taken by the top management after taking important information
from all the management reports supplied.
b) How effective are the current general Purchase information management system
The current purchase information system is good but the existing issues will not be rectified
by implementing the same (KM system, 2010). This would be beneficial for an entity to include the
names of assigned purchase departments whose duties will be changed with the passage of time to
reduce the dominant position enjoyed by them by working in same designation.
c) Describe your research method and how you critically analysed documentation of sources
External research h will be conducted in which various parameters have set by the
researchers which were identified in the overall research system. This can be done by accessing
online sources and books and journals. Documentation of the sources is important in order to create
legal evidence of occurring of the business transactions as this shows the reliability of the
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information collected.
d) Explain the business and operations plan review process
Three types of operational plan will be conducted by an individual in improving their
current conditions which is given as below:
Strategic- It is created top management which includes missions and vision of firm
Tactical- Middle level manager give rise to this operation which involves actions take by an
employee like crafting of strategies
Operational- Lower level employees who performed their daily routine functions in the business.
e) Provide your proposed knowledge management system
Future knowledge management system will emphasise on the internal quality of the business
which will directly affected the customer’s needs and the expectations (Majee, Goodman, Reed
Adams and Keller, 2017). Efficient skills are applied by the managers in order to induce their
existing sales earned by the business. The quality of the business will be improved by performing
various functions in the same firm.
f) Describe the importance of taking full responsibility for policies
There are ways which would be helpful for taking responsibilities of executing policies is given as
below:
 Existing quality of business practices will be improved with the passage of time
 Legal compliance gets improved when individuals handle the whole process
 An individual tries to complete the targets as their name is attached with the departments
g) Explain how you will encourage BizOps team to take responsibility of sequencing of tasks
Problems will be rectified by an entity by systematically arranges all of their tasks and duties
in order to gain higher advantage. Advantage will be gained by the firm by eliminating unnecessary
tasks and duties from their organisations. His can be done by prioritizing of work in the business to
improve the quality of performance.
h) List the recommendations you will make improvement to the current BizOps.
It can be recommended to this organisation in order to assign team leaders by dividing the
haphazard personnel working in the firm in different teams (Lord and et.al, 2016). Teams can be
divided o the basis of various functions of the business such as finance, human resource
management, operational requirements and technological work.
Customer relationship management will implemented in order to improve the higher
expectations of all the customers working in the business in achieving higher sales target by
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individuals.
CONCLUSION
It can be summarised from the above assignment that leadership plays a significant role for
an entity in improving their existing issues. Customers expectations needs to be fulfilled by the firm
by using CRM platform to attract wide number of customers towards the business of the firm.
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REFERENCES
Books and Journals
Nahavandi, A., 2016. The Art and Science of Leadership -Global Edition. Pearson.
Ward, J., 2016. Keeping the family business healthy: How to plan for continuing growth,
profitability, and family leadership. Springer.
Chuang, C. H., Jackson, S. E. and Jiang, Y., 2016. Can knowledge-intensive teamwork be managed?
Examining the roles of HRM systems, leadership, and tacit knowledge. Journal of management.
42(2). pp.524-554.
Harris, A., and et,.al., 2017. Exploring Principals’ Instructional Leadership Practices in Malaysia:
Insights and Implications. Journal of Educational Administration. 55(2).
Bums, J. S., 2016. Chaos theory and leadership studies: Exploring uncharted seas. Journal of
leadership & organizational studies.
Li, Z., 2016. Achieving Leadership in China's Medical Research through a Convergence. Science.
354(6315). pp.1062-1066.
Swanson, D. L. and Frederick, W. C., 2016. Denial and leadership in business ethics
education. Business ethics: New challenges for business schools and corporate leaders. pp.222-
240.
Majee, W., Goodman, L., Reed Adams, J. and Keller, K., 2017. The We-Lead Model for Bridging
the Low-Income Community Leadership Skills-Practice Gap. Journal of Community Practice,
pp.1-12.
Murnieks, C. Y., and et.al., 2016. Drawn to the fire: The role of passion, tenacity and inspirational
leadership in angel investing. Journal of Business Venturing. 31(4). pp.468-484.
Lord, R. G., and et.al., 2016. Leadership in applied psychology: three waves of theory and
research. Journal of applied psychology.
Dowling, M. and Washington, M., 2016. Epistemic Communities and Knowledge-Based
Professional Networks in Sport Policy and Governance: A Case Study of the Canadian Sport for
Life Leadership Team. Journal of Sport Management. pp.1-43.
Online
KM system, 2010. Avaialble through: < http://www.knowledge-management-tools.net/knowledge-
management-systems.html > [Accessed on 4 March 2017].
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