Leadership & Management - Assignment Sample

MANAGEMENT AND LEADERSHIP 1
Management and leadership
Institutional affiliation
Name
Date

MANAGEMENT AND LEADERSHIP 2
Assessment two:
Information action plan
Activity:
To improve the quality of communication between Woolworths limited and its customers
Objectives for information
search
 To enhance the rate of customer satisfaction
 To increase customer retention rate
 To strengthen the competitiveness of the organization in
the market
 To sustain and improve customer feedback mechanisms
 To facilitate the realization of the importance of a dynamic
organization
 To improve the profit margin and overall performance of
the organization
 To increase the rate of adoption of new communication
strategies by both the employees and its customers
 To decrease the time spent on a customer by 20%
 To empower employees to better deal with customer
issues, through successful management of mental health
issues
 To determine and improve current customer satisfaction
rate.

MANAGEMENT AND LEADERSHIP 3
 To improve organization-community relations
Steps to take  Informing the employees about the consequences of not
communicating with customers effectively
 Supporting employees to be better communicators in the
workplace
 Provide a conducive environment where customers can air
their grievances without fear
 Develop and implement a workplace communication
policy
 Informing the employees about the benefits of active
customer engagement to their jobs and the entire
organization at large
 To promote teamwork that will improve individual’s
communication abilities in the workplace
 To provide effective communication equipment and
 Seeking the opinions of community leaders and involving
them in the decision-making process


MANAGEMENT AND LEADERSHIP 4
Information required
(feedback, research
conducted via the internet,
journals, relevant articles)
Information Source
Feedback Customers, suppliers, and
employees
Secondary research Books, dissertations,
publications, annual reports,
journals, and magazines
Data collection methods  Interviews
Structured interviews will be used to collect data from employees
and customers. They will take the form of face to face engagement
and the use of survey forms. Both open-ended and closed