Manage Knowledge and Information

This document provides a comprehensive guide on managing knowledge and information effectively. It covers topics such as data analysis, feedback, digital technologies, decision-making, and organizational planning. It also discusses the challenges faced by CoffeeVille's and offers solutions to overcome them. The document aims to enhance management skills and help businesses stay competitive in the market.

Manage Knowledge and Information
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Table of Contents
Assessment task 1............................................................................................................................4
Summary on CoffeeVille’s..........................................................................................................4
Results from customer feedbacks................................................................................................4
Summary of the identified problems...........................................................................................4
Technique used in testing validity and reliability of information................................................4
Business problems.......................................................................................................................5
Determining appropriate course of action and support decision making for the issues..............5
Using formal and informal networks...........................................................................................5
Ability to develop and write complex texts.................................................................................6
Analyse data and seek feedback to improve organisational plans...............................................6
use of digital technologies to manage business...........................................................................6
Assessment 2...................................................................................................................................6
Business performance..................................................................................................................6
Analysis research data and information.......................................................................................6
Trend and correlation analysis.....................................................................................................7
Correlation...................................................................................................................................7
Assessment 3...................................................................................................................................9
12. How to ensure you have sufficient, valid and reliable evidence and information available
to support determining the best course of action to take and making a final decision..............11
Linear programming, Simulation and queuing quantitative techniques....................................12
Two management information systems for medical health care and retail sector.....................13
How information systems can inform risk management plans and courses of action for an
organization...............................................................................................................................13
ASSESSMENT TASK 4...............................................................................................................15
Communication plan..................................................................................................................15
Management system information..............................................................................................17
Business information’s needs....................................................................................................17
Who needs business information and when they need, why they need.....................................18
Business information needs along with ways as how databases are updated............................18
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Designing and testing system to meet information requirements of decision making..............18
Features and benefits of system that help to meet needs of decision makers............................18
Features of flexible on demand reporting by maintaining corporate knowledge and ensuring
security.......................................................................................................................................19
Ensuring organizational policy and regulatory requirements are being met and monitored
when implementing change.......................................................................................................19
Action plan.................................................................................................................................19
REFERENCES..............................................................................................................................21
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Assessment task 1
Summary on CoffeeVille’s
Coffee Ville is the supplier of coffee which deals in high quality of coffee. They also supply hot
and cold gourmet food to the clients in the Melbourne central business district (CBD). The staff
of the cafe is also customer friendly and staffs are well trained have knowledge of how to treat
customers (Subramaniamandet.al., 2019). The café is managed and controlled by two partners
whose name is Emma and Rufus Belcastran. Both the partners started its first store in 2009 and
expanded the business and opened four coffee shop in CBD. The main objectives of the business
are increasing the revenue via marketing campaign, maintaining quality of products and services.
Results from customer feedbacks
Almost every customer has given feedback that coffee is good and services as well. Some of the
customers also demanded to open new stores in various places. Along with coffee customers also
liked its veg and non veg items. Although some customers even feels that there coffee is
expensive and they should have lower prices. The free services which is provided by staff is
appreciated by everyone. Customers who will leave the area where the coffee shop is based, they
promise that they will visit again to the coffee shop because the crew of coffee Ville is very good
and the taste of coffee is amazing.
Summary of the identified problems
Although the business was profitable from last four years but after that it has started facing
issues. As the expenses are increasing because raw materials and other things are getting
expensive and along with sales of the coffee shop is also reducing. Although partners are making
efforts but the sales and revenue is continuously reducing and reaching below forecasts. Wages
has also increased and reached to 15% more as they have to pay more for the knowledgeable and
trained workforce. Rents of the shops are also rising upto 10-18% in the last 1 year.
Technique used in testing validity and reliability of information
Technique to test reliability: test-retest, in this test participants are given questionnaire so as to
measure personality traits (Santoro and et.al., 2018). Repeating the questionnaire more then once
and giving same answers will show high test retest reliability.
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Technique to test validity: construct, under this technique self esteem questionnaire is given to
measure traits which can be related to self esteem. High correlation between self esteem and
traits will show high construct validity.
Business problems
Two major business problems are expenses were increasing and sales were going down.
Expenses which includes the prices of coffee beans which were rising after 2014. Red meat
prices are also rising, red meat are used by coffee shop in preparing various food items. Rent of
the four property which is coffee shop is also rising. Along with that company has to increase
wages of workers as per standard wage norm. company has witnessed that the sales are reducing
in the starting of 2015. Foods sales reduced to 10%, beverages got reduced to 12% and catering
got down upto 17%.
Determining appropriate course of action and support decision making for the issues.
Effective decisions play vital role in the success of the organisation. Decisions can be made for
the short term or for the long term. Short term decisions are the temporary one and long term
decisions are made to solve permanent problem and to meet the strategic goals. Information
which is required to make decisions are the situations or problems in the organisation. When any
department in the company faces issues either small or large then decisions have to make. Long
term business decisions includes purchasing new equipment, manufacturing and selling new
product in the market.
When business will plan for expansion then it also counts in the long term business decisions. To
increase there market share business can also diversify their business by purchasing other
business. Competitive market information is also required by the business so that they take
decisions. As to grow and achieve success businesses requires the information of its competitive
firm that how they are operating and what strategies they are following so that to remain in the
market.
Using formal and informal networks
The informal methods are used on daily basis because it is very supportive and comes with no
barrier in the communication (Shams and et.al., 2019). Company can talk informally with their
customers that why they stop purchasing their product. Informal methods occurs at official level
like letters, enquiries etc. so business partners should have asked their suppliers formally that
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why everything is getting expensive and they have also ask their suppliers to give them
discounts.
Ability to develop and write complex texts
When writing complex texts one must write in proper sentence. It is also said that when writing
the sentences subject and verbs should have agreed with each other. It should not like that they
are not matching with each other. Wherever it is required the writer must have use punctuation
marks. As punctuation is important because it will break sentences into two and that will become
easy to understand for reader.
Analyse data and seek feedback to improve organisational plans
Every organisation should have the capacity to collect and evaluate the data. As it is very
important and will be helpful in the decision-making process. Company can collect information
from the relevant sources. Coffee shop should have take feedbacks from the customers on the
regular basis so that they can identify that where is the issues and can be solve it.
use of digital technologies to manage business
as digital technology will help in increasing the efficiency of the business operation. It is helpful
in tracking and streamlining the procedure (How digital technology is enhancing business
operation., 2017). Further helps in managing employee records and contact and the flow of data.
It also enhances operations efficiency by reducing costs so that business will grow and increase
its market share.
Assessment 2
Business performance
The overall performance of this company is that the sales of the first six months of 2015 were
decreasing. As the food sales beverages and Catering I was also falling down while the overall
expenses of the company was increasing. The reason can be changes in the preferences and taste
of the customer and the competition for this company is also getting increased therefore this
overall sales and revenue of this company was falling down.
Analysis research data and information
This company is continuously facing downfall because the competition in this industry is hitting.
Apart from this, the expenses of this company is also getting increased in 2015 the expenses
increased up to 2.25 and the gross average rent of the company is also increasing as compared to
2013 and 14 so the overall expenses is high and company has to be at them.
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Trend and correlation analysis
As the trend of restaurants and cafes is continuously changing in the Melbourne city as in 2011
there were only 37 Cafe which were operating and fulfilling the needs of the customers. But in
2012 it increases to 41 and only 13 Cafe get closed in the Melbourne but still the population of
Cafe and restaurant is high in Melbourne (Arteaga and et.al.2017). But in 2013 the populations
of cafe get decreased and it becomes 39 and the 18 cafes get closed but again in 2014 the number
of cafes increases and it reaches to 52. But in 2015 the population of Cafe in Melbourne started
decreasing and it becomes to 45 because the needs and preferences of customer is
continuouslychanging. The four Israeli restaurant is also facing competition and unable to cop up
with the changing Trend.
Correlation
Marketing Sales
100 300
200 500
300 600
400 800
500 100
800 500
X-Mx2 Y-My (X-Mx2)2 (Y-MY)2 (X-Mx)( Y-My)
-283.33 -166.667 80277.77 27777.778 47222.22
-183.33 33.33 33611.11 1111.11 -6111.11
-83.33 133.33 6944.44 17777.778 -11111.11
16.667 333.33 277.778 11111.11 5555.556
116.667 -366.667 13611.11 134444.44 -42777.778
416.667 33.33 173611.11 1111.11 13888.889
383.33 466.667 308333.33 293333.33 6666.67
Value of R is =0.022
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100 200 300 400 500 800
0
100
200
300
400
500
600
700
800
900
Positive outcome
By increasing the advertisement this cafe may
increase the sales and also generate the high
Negative outcome
The cost and expenses of administration has
been increased.
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revenue.
Recommendations
It has been r4ecommended to the cafe that they should make certain changes in their menu and
also must put more emphasis on the marketing. This cafe can use digital marketing as well.
Confirmation / approval
Name
Marketing
Title
Sales campaign
Signature Date
26/2/20
1.Objective of analysis process
The main objective of this analysis is to find out the issues that the sales of this company are
declining.
2. impact of management information system
Management information system provides accurate data about the competition which present in
this industry and how this cafe can increase the sales by knowing the target customers.
3.How management information or decision support systems can support the analysis of
proposed courses of action and their impact on the business.
Management information system helps this cafe to manage overall strategies and also make
further changes so that, this cafe can overcome the issue.
4.Using an information system of your choice, demonstrate how you adjust information by
using the following steps:
a. Take a screen capture of original screen to be adjusted
b. List steps required to adjust information
c. Take a screen capture of the edited screen
By taking screen capture all the necessary information about the customer can be obtained easily
and as per the information cafe can make certain changes.
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Assessment 3
2: Candidate’s responses to written and verbal question
The candidate has provided a proper understanding about the various factors in which it was
being able to showcase a proper understanding about several business development processes
and in verbal approach it was being able to answer situational based questions as well.
3: Development to planning timeline
The candidate is being able to showcase a clear understanding about the case study in which it
showcased a clear understanding about the changing organizational scenarios and are being able
to develop a proper timeline accordingly (Anderson, 2017).
4: Ability to develop and write complex text
The candidate is being able to achieve a proper understanding about the case study and also due
to which it is being able to follow suitable steps through which complex data can be properly
documented.
5: Ability to gather data and seek feedback to improve organizational planning?
Candidate is able to understand the overall case study of the entrepreneurs and due to which is
highly being motivated to improve its information gathering skills by which higher work
productivity is being achieved.
6: Use of digital technology in business operation
In the present time period technological advancement allow organizations to analyse large
amount of data and due to which it also empower organizations to implement changes to increase
productivity.
7: Ability to plan and manage
It is necessary for the corporate that it is able to self evaluate its weak performance area and then
identify the areas in which high expenditures are being made, through this product pricing can be
implemented accordingly (Dietz and et.al, 2018).
8: Management skills
a. Management skills on management skills
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Organizations have to ensure that it is being able to take appropriate steps in such a way
that sudden situational advantages are being accomplished, while also steps can be taken
to maintain company’s sustainability within the marketplace.
b. Work autonomously
Entrepreneur has to ensure that it is being able to take appropriate steps by which higher
work productivity can be accomplished, while in context the identifying the
differentiation between positive and negative steps.
9: Ability to monitor and review organizational policy
Organizations like the Coffee store has to ensure that it is being able to develop a proper
organizational strategy by which it can guarantee that it is being able to take appropriate
measures by which same quality of organizational services can be maintained.
10: Emerging technology
There are several technological advancements which can be used by company and this include
steps like selling products online on website like Amazon, selling on mobile application and
online payment to maintain sustainability.
11: Statistical analysis methods
There are several approaches by which large quantity data can be properly managed, this include
steps like probabilistic, interpretative and quantitative data approach by which suitable steps can
be taken.
12. How to ensure you have sufficient, valid and reliable evidence and information available to
support determining the best course of action to take and making a final decision
12: Appendix
a. Best course of action-
It is important for the corporate that it is being able to evaluate the changing external
market conditions and with that suitable steps can be taken accordingly, by which
appropriate economic growth can be maintained.
b. Research and consult specialists-
1: Specialists and other relevant groups,
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Since a large amount of complex data has to be managed and this is being achieved by
recruiting an financial expert while having human resource manager, through which
suitable steps can be taken accordingly (Brennen, 2018).
2: Type of assistance
Since a large amount of complex numeric data has to be analysed, therefore because of
which appropriate measures has to be taken by the use of management skills and
leadership.
c. Authority to make final decision
1: Final decision making authority
Organizational employees like the HRM, managers and board of directors are responsible
for decision making process because with this approach it can ensure that decisions are
being taken as per the market conditions.
2: Reason for having authority
The board of directors and the HRM is responsible for decision making because it having
a proper understanding about the external business environment, through which it is
being able to decision by which efficient competitive edge can be achieved (Eka and
Caraman, 2020).
3: Legal authority
Company has to ensure that it is being able to take appropriate steps in such a way that all
the legal legislations are being fulfilled and therefore because of which appropriate steps
have to be take in context to the governmental policies.
d. Organizational policies being considered in decision making
Organization has to develop organizational policies in which its internal working
environment is being developed. Therefore the decisions have to be taken in such a way
that it is able to follow the legal legislations of the government as well.
e. Recommendations
Entrepreneurs were not being able to properly analyse the changing market conditions
and due to which were not being able to make appropriate changes, due to which they
were not being able to maintain customer’s satisfaction level.
f. Recommendations to improve
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The company is able to provide high level of services to the customers and due to which
high sales and revenue collection are being accomplished. However, due to the inflation
rates raw material prices are being increased because of which sales are also decreasing.
g. Existing and emerging technology
In the current time period company can sell its products through the means of online
platform where as it can also implement selling through remote access by which home
delivery options can be provided.
Linear programming, Simulation and queuing quantitative techniques
Linear programming: It is a quantitative technique that helps in achieving the best outcome
such as: lowest cost, maximum profit. Relationship between data is being presented in linear
equations or relationships.
Simulation: This technique characterizes the uncertainty of corresponding outcomes. It is being
used for conducting experiments on a digital computer. It involves mathematical as well as
logical relationships.
Queuing: There are different queuing techniques as it is a suitable model that helps in
representing a service oriented problem where customers arrive randomly in order to receive
some services.
Two management information systems for medical health care and retail sector
EMR: Electronic medical record system is one of the effective information systems that can help
health care providers in managing record of patients electronically. It is beneficial to automate
numbers of back office processes such as: triggering of a charge for a clinic visit in the
billing system and others.
CPOE: Computerized provider entry system also plays a vital role as it helps in managing
patients data. Detailed information of patients is being entered that can help them in the future
for knowing information of patient quickly.
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CRM: It is the mostly used information management system in retail sector that helps in
improving relations of customers. This software provides detailed information of customers and
accordingly, employees provide them qualitative products that increase their experience.
Inventory control system: Managing inventory becomes difficult for retailers because of
changes in demands. So, they make use of this system in order to manage their inventory. It
helps them out in maintaining a balance between demand and supply. It decreases cost of
inventory that are being kept in warehouse.
How information systems can inform risk management plans and courses of action for an
organization.
Information system consists of and collects accurate and viable information of organization and
presents such data in an effective manner. This systematic manner of presentation of data can
help employers in taking better strategic decision and allocating financial resources. It can help
companies in knowing gap between data as per the availability of data and planning. This gap
can help in knowing risks and better mitigation accordingly.
13: Presentation of recommendation
1. Business presentation
Emma and Rufus are the entrepreneur which are responsible for providing coffee based
products and services to the customers and because of which have to analyses the
changing market conditions, through this suitable changes can be made accordingly.
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Figure 1Declining sales of coffee villa
Source: Uh Urgent Homework, 2021
2. Brief overview of the issues
1: The company tends to provide different range of products and services to the
customers, but since the company is not being able to implement suitable steps as per the
requirements due to which overall organizational sales are being reduced (Bradley and
Botchway, 2018).
2: Causes of actions
A) It is being recommended to the organization that it is being able to track the
forecasted organizational sales and then have to implement machineries accordingly.
B) Internal and external specifications, it is being recommended that company should
identify its strengths and then implement appropriate advertisement approach by
which high returns can be accomplished.
C) Business values, since company tends to provide coffee based services due to which it
is being recommended that innovative approach can be implemented, through which a
different variety of customer base can be attracted.
D) Risks, have to be faced by the corporate because it has to guarantee that high returns
are being achieved and due to which appropriate measures have to be take by which
significance of risk can be reduced.
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3. Emma ad Rufus has to guarantee that it is being able to take appropriate measures by
which it can improve the communication bridge with the customers. Through this
appropriate improvements can be made like changing product pricing, with which high
returns of investment can be achieved.
4. The entrepreneurs have to guarantee that it is being able to take appropriate steps in such
a way that it is being able to take suitable steps in such a way that customers can be
influenced that they are able to achieve new type of products and services.
5. Also with that the entrepreneurs have to guarantee that it is being able to take appropriate
steps in such a way that it can take feedback from the customers on the bases of their
experience which they achieved with the company. Through this customer’s loyalty
towards the institute can also be increased.
ASSESSMENT TASK 4
Communication plan
Emma and Rufus Belcastra partners of coffee Ville are facing numbers of problems as
sales is going down or decreasing. 4 stores have been closed and now they decided to make
changes. One of the main key of success of companies is communication. Communication is the
main skill that makes companies able to become successful by interacting with stakeholders and
making them aware about effectiveness of services and products that this company is going to
offer them (Muszyńska, 2018). Here is the communication plan of this Coffee Ville such as:
Communication plan
Situational analysis
Strengths
 Able to provide data and information
that will assist in short- and long-term
decision making.
 Have improved customized reports.
 Have an ability to interact with internal
and external audience in an effective
Weaknesses
 Lack of effective structure.
 Lack of face to face communication for
external audience.
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manner.
 Cost and time effective.
Opportunities
 Communication of this coffee Ville can
provide it opportunity to know views of
customers via social media platforms.
 Can make changes in communication
and strategies according to feedbacks
by customers.
Threats
 Lack of face to face communication can
create threats of attracting customers
due to uninformed details.
 Problems to reach numbers of
customers.
Objectives
The main objective of developing communication plan of this cafe was to improve relations with
internal and external audience. Making them aware about features of services or coffee, offered b
this cafe. To attract customers to the great extent.
Goals and targets
There are both internal and external audiences or people who have coffee. The main goal of
targeting such people is to increase sales and making them feel valued by providing qualitative
coffee (Riance, 2020).
Audience analysis
Internal audience characteristics
Some internal customers of audiences to
whom, it needs to communicate include:
employees, workers and producers of coffee.
All these audiences are being interacted or
communicated face to face in team meeting.
They are being communicated via telephone
and E-mail as well.
External audience characteristics
External audience include: suppliers, financial
providers, customers and others. They all are
being communicated via e-mail, telephone and
social media platforms.
Key message
The key message that this cafe wants to share with its audiences by making use of appropriate
communicational tools and strategies is: To have coffee at affordable price. Coffee is made up
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from qualitative coffee beans and it is free from chemicals.
Strategies and tactics
Come communicational tools and strategies that have been used by this cafe include: social
media platforms like Facebook, Instagram. Billboards, E-mail and phone.
Management system information
This cafe wants to expand its business and want to solve all business problems. Along with
communication, it wants to make changes in management system that helps in informing
customers all about this company. So, in this regard, it can be said that this company has
implemented some effective management systems that has numbers of features such as:
Integrated food and beverage system:This system and software can help this café in
monitoring acidity, temperature, moisture (Eroshkinand et.al., 2017). It can help it out in
maintaining quality of food products by improving production and storing process.
Point of sale ordering system: This system is mainly being used to handle sales and
managing customers’ data. By knowing orders of customers at specific point, it can manage sale.
By making use of this system, it can decrease waiting time by customers (Hartzel and Wood,
2017).
Inventory control: This system also plays a vital role as it helps this café in managing
inventory. It will help partners of this café in reducing cost of additional inventory and managing
a balance between demand and supply.
Customer relationship management (CRM) system: This system includes customer
database and loyalty options that can help this café in improving relations with customer by
knowing their needs and providing valuable services (Chatterjee, Ghosh and Chaudhuri, 2020).
Accounting system: This system can help café in managing funds, knowing that for which
functions and products there is requirement of fund. With this system they can manage funding
and can perform all functions as per planning.
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Business information’s needs
There are numbers of information of business that customers and all stakeholders need to
know. Numbers of business information include: strategies of marketing, company profile,
reasons of failures, reasons of success, market type in which business is being operated, pricing
policies of company, internal strategies, internal analysis like planning, stakeholders, financial
providers, 5 years plan of company for earning money, any information if company is thinking
about wind up and others.
Who needs business information and when they need, why they need
Business information that tells everything about company required by all stakeholders who
take interest and want business to be successful. In this regard, it can be said that customers,
financial service providers and employees need to know all information like communication
tools used by company, planning, marketing strategies, market size and pricing strategy. It helps
them out in taking better decision, Financial service providers can take decision regarding
funding and customers can take buying decision.
Business information needs along with ways as how databases are updated
All business information of this café such as customer database will be updated
automatically by DBMS based on information captured via POS, Loyalty Club and feedback
forms.
Designing and testing system to meet information requirements of decision making
Information system plays a vital role in making decision as it allows managers to make
decision based on data that are being gathered on this system. By making use of appropriate data
that are available on information system can help decision makers in making better decision
related to internal business strategies and others (Mendes and et.al., 2018). There are some steps
that will be required to be followed by partners in order to meet information requirement such as:
confirming user requirements, system designs, programming, testing, implementation and
evaluation.
Features and benefits of system that help to meet needs of decision makers
There are numbers of features of information system as it provides knowledge about the
actual and relative position of organization. The main feature of information system is: it
provides accurate and viable information that helps to control, planning and making decisions.
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This information system is being made up of main 5 elements and features such as: hardware,
software, data, people and communication. Altogether, it helps in making better decisions.
Operational efficiency in system of decision making: Operational efficiency is another
main effectiveness that makes the process of decision making easier. It helps in saving time and
cost as well.
Efficient information gathering and processing: This information system does not have
inaccurate information so, decision makers can make use of efficient information. There is no
need to analyze collected data as decision makers directly make use of information in making
decision.
Support for ad hoc and routine decisions: Ad hoc reporting is also important as it refers
a report that is being created for a one time use. Information system and A BI tool can make it
possible for Emma and Rufus Belcastra partners to answer specific question asked b stakeholders
and presenting report or data in visual format (Ghasemaghaei,Ebrahimi and Hassanein, 2018).
Features of flexible on demand reporting by maintaining corporate knowledge and ensuring
security
Flexible on demand reporting has numbers of features as it can allow both partners in tracking
performance of personnel and ensuring security.
Utilising technology to provide optimum efficiency and quality: For this purpose, it is
important for this café to make use of technologies that can provide optimum quality and
efficiency as well.
Ensure information is accurate: This flexible on demand reporting can help this
company in making sure that all information is accurate and reliable (Gupta, Gupta and Dhir,
2020). This feature can improve decision related to business operations that can increase
customers’ satisfaction.
Ensuring organizational policy and regulatory requirements are being met and monitored when
implementing change
For improving communication and taking better decision, it is important for employers to
comply with all legislations related to their business. Some legislatives and policies that can help
this company in improving business operations, making business successful and ethical include:
food quality, employment relations and others. It can protect these partners against lawsuits by
which they can perform all business operations in an effective manner.
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Action plan
Action/activity Timeframe Responsible person
On the basis of above discussion, it can be
said that company needs to focus on
improving marketing skills. By increasing
this skill, it can promote its products and
services that can help it out in attracting
customers to the great extent. For
increasing this skill, it will require making
use of effective strategies. By developing
official website and making it attracting, it
can increase this skill
5-6 months Marketing manager
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REFERENCES
Books and journals
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