A Practical Approach to Managing Business Relationships

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Managing Business Activities To
Achieve Results

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Evaluate the interrelationships between the different process and functions........................3
1.2 Justify the methodology to be used to map processes to ABC Company’s goals and
objectives.....................................................................................................................................4
1.3 Evaluating output of the process and elements need to build a quality gateway that focuses
on the output of process...............................................................................................................4
2.1 Designing plan to promote goals and objectives for own area of responsibility...................5
2.2 Writing SMART objectives for alignment of people and other resources ..........................6
2.3 Implementing appropriate system to achieve objectives in most effective way....................7
2.4 Carrying out work activities meeting the operational plan through effective monitoring and
control..........................................................................................................................................8
TASK 3............................................................................................................................................8
3.1 Designing systems for managing and monitoring quality standards specified with respect
to ABC Company.........................................................................................................................8
3.2 Demonstrating quality culture for ensuring continuous monitoring, evaluation and
development of process for ABC Company................................................................................9
3.3 Recommending improvements which align with the organization's objectives and goals
which results in improvement....................................................................................................10
3.4 Implications of proposed changes within ABC Company...................................................11
TASK 4......................................................................................................................................12
4.1 Risk assessment as requited by legislation, regulations and organizational requirements. .12
4.2 Demonstrate that health and safety regulations and legislation...........................................12
4.3 Plan how to carry out a systematic review of organizational health and safety policies and
procedures..................................................................................................................................13
4.4 Practical application of health and safety policies and procedures in the workplace..........13
CONCLUSION..............................................................................................................................14
References......................................................................................................................................15

INTRODUCTION
Managing business activities is the crucial task which support corporation in achieving
long as well as short term business objectives (Pohl, 2010.). It facilitates corporation to focus on
its future growth with active involvement of personnel and allocating task among them for the
purpose of meeting business requirement. Present report is based on case study of ABC
Company which business is facing issue of inadequate leadership and ineffective management.
Owing to this, corporation is making efforts to bringing change at workplace so that employees
can be satisfied by having good practices at workplace (Jap, 2015). Further, plan has been
designed to promote goals and objectives for own responsibility in ABC Company. Moreover,
smart objectives are stated through which employees get direction in firm and put efforts to
achieve long as well as short term objectives. In addition to this, risk assessment plan has been
carried out by focusing upon legislation, regulations and organizational requirement.
TASK 1
1.1 Evaluate the interrelationships between the different process and functions
As per the case study, ABC Company is not able to manage the employees because of
inadequate leadership and ineffective management system (Forsgren, and Johanson, 2014). Due
to this, the company is facing issue of retaining employees or increasing the number of
absentees. At present company is using vertical organization structure which restricts direct
communication between top executives and employees.

 Process and functions of the ABC Company: The process defined as the work which is
being performed by the managers and workers. In ABC Company, the managers are
ineffective and irresponsible to convey the massage regarding the task because of the
inadequate information the employee are not able to perform well. The managers are able
to identify the problems which are fixed for short time period. The business operation,
operation system and employees are affected due to organization failure (Jansen,
Cusumano, and Brinkkemper, 2013.).
Illustration 1: Vertical organizational structure
(Source:Rademakers, 2012)

 Existing culture: In ABC Company, existing management system fails to take decisions
regarding operational problems. They are only fixing the short term problems which
leads to the reduction of number of employees. Employees feel demotivated and
unsatisfied towards their work. This has direct impact on the image and profit of the
company.
As per the mentioned comparison, ABC Company is not able to perform out of the mark
which reduces the effectiveness and efficiency of the overall performance of the company. The
company is not being able to retain the employees and recruiting others in respect of bad image
(Rademakers, 2012).
1.2 Justify the methodology to be used to map processes to ABC Company’s goals and
objectives
The business map is defined as the activities which are performed by the ABC company.
Business follows some standard and procedure in the work place so that employees do activity in
right manner. A clear and detailed business process defines the specific objectives and help to
improve the activities which are considered the overall objectives. The process increases the
capability and values of the company (Jeston and Nelis, 2014).
Through the Business process Map, ABC Company can make their objectives and goals
to improve their performance. The objectives and goals are as follows:

Objective and goals: By applying the process Map, company can apply the policies and
procedure in the workplace so each one can strictly carry out the roles assigned. The company
provides training and assessment program in which the employers can develop their knowledge
and skills to solve the problem. The company also uses the technical system for monitoring and
controlling the process. The business process also improves the relationship between the
managers and workforce (Zikmund and et.al. 2013). For improving the quality of the product
various graphical description charts can be useful to achieve the desired quality. This must
improve the moral and values of the employee as well as managers. The technical or software
tools can use a company for improving the communication and access the problems present
within the area. This process also defines the theories and practices which improves the
operational activities and making the business process easy. The map also allows the leaders to
evaluate the current process and looks whether improvement can be made or follow the current
process.
Illustration 2: Process map
(Source: Arlbjørn, 2011)

1.3 Evaluating output of the process and elements need to build a quality gateway that focuses on
the output of process
It is significant for organization to make evaluation of elements that are needed by ABC
Company in order to build quality gateway. The procedure that can assist in building of quality
gateway includes several types of elements that assist the organization in conducting the
procedure of recruitment of individuals in accordance with the needs as well as expectations of
the customers (Cartwright and Cooper, 2012). The initial element which is being adopted by the
organization is to search and assemble database of the candidates and build quality gateway in
ABC Company. But under this element business direct their actions towards development of
greater range of database of the candidates and make selection of the most suitable among them.
Therefore for the purpose of carrying out such function firm places advertisement for the vacant
job so that potential personnel can be chosen by the business. Moreover with the aim to conduct
the process of advertisement organization makes adoption of both electronic as well as non -
electronic way. In this manner business can atttract greater number of job applications. Moreover
such can assist in creation of effective database (Cartwright and Cooper, 2012). In addition to
this search carried out by manager is considered another element in which inquiry of the highly
talented as well as skilled personnel is being carried out by firm who are at presently working in
the competitor's organization. In this manner satisfaction among the customers can be achieved
by the business in an effective manner (De Anca and Vega, 2016.).
Illustration 3: Quality gateway
(Source:Lazarte and et. al., 2013)

TASK 2
2.1 Designing plan to promote goals and objectives for own area of responsibility
The case study reflects ABC Company has poor leadership style whereby situation of
corporation is becoming poor. This situation is bringing loss to firm and clients are also not
satisfied. For this purpose, following plan will be implemented in order to promote goals and
responsibility in the areas of operation management- Restructure of corporation-Under this, operation management of ABC Company will
restructure the entire team. Here, employees with similar characteristics will be allowed
to work in one team (Trevino and Nelson, 2010). It helps to motivate them for delivering
good quality of services to large number of clients. Allocating task and duties and to personnel-This is the second stage of plan under which
operational management will allocate task and assign duties to personnel. It helps them to
understand their responsibilities in well manner through which they can improve the
current scenario of corporation (Briggs, 2011). Training and development of middle and lower level management-At this stage,
employees will be provided training to enhance their potential. Under this, middle
management will be trained to adopt flexible approach with personnel so they can easily
cooperate with management. Creating framework for effective performance appraisal-This is another stage of plan
where operation management sets framework for appraisal of personnel on the basis of
specific criteria (Arlbjørn, 2011). This criteria will consist of quality of service, time and
other specific requirement of clients.
 Delegation of authority-At this step, all personnel will be delegated authority to handle
their work. This aspect tends to motivate them to show their dedication towards their
work (Lazarte and et. al., 2013).
 Implementation-After allocation of roles and responsibilities, plan will be implemented
which assists corporation to ensure certainty and appropriate improvement will be
brought to workplace.

2.2 Writing SMART objectives for alignment of people and other resources
Illustration 4: SMART Target
Source: Wilson, 2015
§
The alignment of personnel and resources is the very important task for corporation as it
support firm in achieving its objectives on right time (Trevino and Nelson, 2010). Here,
operation manager of company at first set SMART objectives through which it becomes feasible
to align people and other related resources allocated to them. These smart objectives are stated as
follows-
 To enhance sales turnover of the company to 30 till the end of 2016
 To retain buyers till the mid of 2017 by 30%
 To improve service quality of corporation till next quarter of 2016
 To expand service range till the end of 2017
All these above listed objectives are very important for improvement in ABC Company
because operation manager will accordingly bring improvement in the service quality and other
related aspects. Here, at first workforce will contact to human resources department through
which they can get comfortable working condition (Lazarte and et.al. 2013). It will be made
possible by filing complaints which are being faced at workplace. It will provide opportunity to

bring changes accordingly. However, middle level management will be provided authority to
distribute resources and allocate task by having direct contact with lower level workforce.
Furthermore, line manager must be allowed for having direct contact with middle management
through which individual can communicate regarding potential issues which are being faced by
personnel to manage their work (Parahoo and Fleming, 2010). Apart from this, new and
competent workforce will also be hired who are expert in the field of technical world. It will be
made possible to provide training to existing employees and in the process of selection of right
candidate in accordance with specific requirement of clients.
2.3 Implementing appropriate system to achieve objectives in most effective way
The quality is the foremost aspect for meeting expectations of clients through which good
image of firm can be developed. For this purpose, ABC Company can adopt following system- ISO 9000-This is the certification of quality which aids to retain buyers because by
having such kind of aspects, ABC Company can easily make customers satisfied. Here,
company will follow the standard of ISO 9000 with regards to quality that results in
higher rate of return (Crane and Matten, 2010). Performance appraisal-Performance appraisal is always considered as the effective
aspect under which personnel of ABC Company will be observed on the basis of certain
parameters. This will be helpful for operation manager to find the mistake of areas where
they are lacking. It aids to provide them training on right time and ensure optimum
utilization of limited resources (Eckerson, 2010). For this purpose, different aspects such
as 360 degree appraisal can be applied for observing workforce. It leads to meet their
learning requirement and ensure their cooperation in achieving objectives of ABC
Company.
 Clear communication-For having clear communication, upper level management of
ABC Company will implement automated system. It will be effective for direct contact
with clients and employees as well (Gilmore and Pine, 2014). This aspect tends to
motivate personnel because they feel valued when they get opportunity to contact directly
with their management. For example, social media can be used for providing comfort
zone to workforce at workplace. Here they will be better able to address issues which are

being faced by clients. On the other hand, clear communication can be maintained by
having e-mail, newsletter and other related aspect of communication.
2.4 Carrying out work activities meeting the operational plan through effective monitoring and
control
Effective monitoring and control is the foremost aspect behind the success of an
organization. Under this, company can have control over its quality and specific requirement of
clients can fulfilled in less time span. Here, different approaches can be applied at workplace
such as total quality management and quality system as well as quality circle (Arlbjørn, 2011).
For example, quality circle will be allowed at ABC Company through which employees are
provided chance to share issues within team. This aspect tends to resolve their issues to a great
extent. It can be critically evaluated that issues related to job can be resolved as team consists of
multi-skilled personnel.
On the other hand, total quality management reflects that employees will be provided
information related to quality standard and accordingly they will ensure to maintain the same
quality while rendering services to end users. However, total quality management proves to be
effective for higher level of satisfaction among clients due to keen attention of workforce
(Briggs, 2011). This can be made possible only with adequate leadership approach of
management so that employees can be motivated to apply the communicated quality approach at
workplace. In addition to this, application of quality system is also the effective approach
monitoring where quality of services can be budgeted in accordance with set standard through
supervisor of particular team. For this purpose, cost, time and other related aspect will be
considered in standard. It enables operation management of ABC Company to control over
different business activities and cater need of clients in an effectual manner.
TASK 3
3.1 Designing systems for managing and monitoring quality standards specified with respect to
ABC Company
The major aim beside management and controlling of quality standards within ABC
Company is to bring improvement in the entire procedure of recruitment and selection. However
being a hiring firm it is significant in maintenance of the quality level in recruitment process in
order to recruit the candidate with greater effectiveness (Collis and Hussey, 2013). Majorly the

focus of the personnel is required to be on the specifications that are being set by the
organization in accordance with the vacant job. Taking into account such human resource
executive needs to carry out screening of the candidates so that skills and qualifications can be
checked as per the needs and expectations of job. By applying this approach firm can make
selection of skilled set of applications for the main rounds under process of recruitment
(Gustafson, 2012.).
Along with this written examination needs to be involved in the entire process of
selection as it acts as an aid in examining the general aptitude as well as technical understanding
among the personnel in relation with the job. Taking into consideration the same ABC Company
would be able to scrutinize that greater set of candidates. In addition to this it assists in filtration
of the appropriate candidates for future round of interview (Markgraf, 2014). Through such
system company can effectively makes sure that higher quality and skilled personnel are being
chosen for the firms. Moreover the interview round is being organized with the officials of
particular organization so that they can judge suitable candidate for the job. Under this checklist
and defined set of standards needs to be reflected for the purpose of boosting the operational
efficiency of the selection procedure. Thus based upon such approach and innovation
management of ABC Company can effectively manage and control the quality standards of its
services (Janiesch, Matzner and Müller, 2012.).
3.2 Demonstrating quality culture for ensuring continuous monitoring, evaluation and
development of process for ABC Company
With respect to the current loopholes within the internal functioning, management of
ABC Company needs to devise culture that assists in carrying out continuous evaluation,
improvement as well as development regarding the several process of business. Under this
participation of employees is regarded as an important aspect. This is due to the reason that they
are the one who are in direct contact with the clients and customers. Thus by offering views and
thought business can be helped in terms of molding the entire functioning in current and
productive direction (Lazarte and et.al., 2013).
Along with this meeting on regular, weekly as well as monthly basis can be beneficial to
the business in terms of offering support to ABC Company. This is because it assists in making
assessment of issues and taking immediate measures so as to bring improvement in the specified

areas. By complying with such the individuals at managerial level can effectively collect the data
that relates with activities of the form so that adequate attention can be paid to each and every
department which can ensure improvement in business outcomes. In addition to this better
communication channel is required to be devised and implemented with the aim to mitigate the
barriers in interacting with the individuals at every level. This would lead to development of
transparency in the department which can assist in carrying out process of monitoring with
greater ease. The concept relating with the quality assurance needs to be taken into consideration
as it assist in making enhancement of the quality products and services which is offered by ABC
Company in target market (Massa and Tucci, 2013).
3.3 Recommending improvements which align with the organization's objectives and goals
which results in improvement
After assessing the current issues and problems which is being faced by ABC Company it
is significant to bring alterations in the approach. Therefore there are various recommendations
which can be offered to ABC Company in order to enhance the approach in relation with the
B2B as well as B2C customers (O’Riordan and Fairbrass, 2014). The recommendations have
been enumerated in the manner stated as under: Involvement of employees: Being a service oriented business the responsibility of the
personnel is towards offering quality services to the customers. But the current scenario
demonstrates that interaction as well as coordination among the employees is the major
concern for the organization. Therefore functional executive of ABC Company needs to
make development of appropriate communication channel in order to reduce the gap
among subordinates. In addition to this the employees needs to be encouraged to work in
ethical and reliable manner so as to attain desired outcomes within specified duration of
time (Lepoutre and et.al., 2013.).
 Enhancement of quality: Improvement in the quality is regarded as the most essential
requirement of ABC Company recently. But because of internal issues the firm is unable
to offer satisfactory quality services to its customers. Thus it is being recommended that
management is required to carry out TQM or Six Sigma approach. This is because it
would assist in bringing enhancement in the quality level in all departments. Thus
customers can be served in an effective manner. Through execution of such quality

approach firm can be assisted in terms of getting rid from the mismanagement as well as
delay within the operations. This directly results in providing quality services to the
customers (Achtenhagen, Melin and Naldi, 2013).
3.4 Implications of proposed changes within ABC Company
By means of lay emphasis on the continuous improvement ABC Company can increase
its efficiency and can attain its targets in an effective way (Smith, Gonin and Besharov, 2013). In
carrying out such the management is required to lay emphasis on certain aspects and involve
them in the plan so as to make future improvement which have been enumerated in the manner
stated as under: Regular auditing: Initially the management has to lay emphasis on auditing at regular
basis of the business operations as well as activities in order to measure the efficiency the
activities of firm. By such the management would be able to make assessment of the
areas where improvements are needed to be made in future course of time. Thus potential
measures can be made in accordance with such (Pohl, 2010.). Leadership: Ineffective leadership is regarded as one of the major concern of ABC
Company. Therefore changes in leadership style in accordance with the situation would
result in management of the personnel in an appropriate manner. In addition to this it
offers supports in making suitable decisions for meeting future uncertainties. Accountability to personnel: Carrying out operations in service industry, personnel are
required to be accountable for their job roles. By taking the responsibilities personnel
would bring improvement in their part of functioning. Thus combining such improvement
can be bought in the overall services and functioning of ABC Company (Jap, 2015).
 Determination of risk: There is presence of various risks as well as uncertainties attached
with the functioning of business. This includes financial loss, deviation from objectives
and internal and external conflicts. Thus functional managers have the responsibility for
determining as well as making evaluation of all the risks as this would assist in taking
effective measures and thus improvement can be made within the business functions
(Forsgren and Johanson, 2014).

TASK 4
4.1 Risk assessment as requited by legislation, regulations and organizational requirements
This is systematic process of determine the level of risk involved in the process which
harm the situations or employee. As per the case, ABC Company faces various problem that
impact on the overall performance of the organizations. For proper risk assessment, company
needs to follow the process (Jeston and Nelis, 2014.). These are given below: Identify Hazards: ABC Company’s employers have a duty to identify the risks which
affects the health and safety of the workers. The company have to put postures in the
workplace which is prohibited. Decide who might be harmed and how: After list out the number of hazards, company
need to understand who might be harmed and how. Like employees are discriminated in
the workplace so the performance affects. Evaluate the risks and decide to control: In this, the company has to protect their
employee from the harm. The company can put the policies to control the risk that injury
is unlikely (Zikmund and et.al. 2013). Record your findings: Company has to written down all the policies and practices which
are followed by the company for their employee safety. It is legal documents that
represent that company is strict to follow and eliminate all the risk in workplace.
 Review the assessment: The policies will be reviewed on the yearly basis so if changes
are required due to risk assessment or changes according to the government requirement.
Thus, ABC Company can improve its organizational conditions and can increase the
satisfaction level of the employees by conducting risk assessment on regular basis. It can
implement Health and Safety Act as well for proper safety of the workers within working
environment (Polonsky and Waller, 2014).
4.2 Demonstrate that health and safety regulations and legislation
ABC firm follows the various legislation and regulation which provides the safety and
security to the employees in the workplace. The management of cited firm follows various Act
which increase the motivation level of the employee. These are as follows: Health and Safety at work Act: This act makes provision for securing the health and
safety of the employee. This act also defines the duties who manage and maintain the

harmful activity in the work of premises. This also focus on the welfare of the workers
which modifies the operational functions of the company. ABC company can follow to
improve their business practices in order to gain the profit (Cartwright and Cooper,
2012).
 Anti-Discrimination Act 1977: This act restrict the discrimination which are related to
the sex, racial, race, marital and domestic status, disability etc. It also works for the old
age employee, sexual harassment in order to provide safety in the premise employee.
ABC Company can precede it on the workplace which increases the moral and beliefs of
the company employee.
4.3 Plan how to carry out a systematic review of organizational health and safety policies and
procedures
ABC Company carries out the systematic review techniques in order to ensure that they
are complete and effective in the workplace. By using various health and safety policies and
procedures, managers and leaders are strict to follow at workplace (De Anca and Vega, 2016.).
As per the case study, ABC Company is facing the issues of communication between the
management and workforce. By using various online software, company can provide information
on time so the problems are reduced at the same movement of time. So this, the employee feel
demotivated and contributes in the workplace. Company has to apply all the techniques to
increase the productivity and this can improve the process of the organization. The company can
also improve the production efficiency and efficacy. ABC Company is using these techniques to
improve the overall performance which directly impact on the retention of employee. This
process also makes employee responsible and contributes towards their work. Through this, the
company increases the image to their perspective stakeholders.
4.4 Practical application of health and safety policies and procedures in the workplace
By using all the health and safety policies and procedures in the workplace, company can
increase the satisfaction and motivation in the employee. The company put the postures and
notice in the risky area which safeguards the employee from injury. Organization also uses
technical tools to improve the communication at work place. Along with this, company also
providing safety equipment which protects the employee on the working area. By conducting
various training and assessment program related to health and safety increases the productivity of

the company. This will enhance the employee contribution towards the work. Through this
process, the company can improve the process area which boosts the overall performance
(Gustafson, 2012).
CONCLUSION
The aforementioned report concludes that quality gateway is the effective aspect behind
success of firm where clients can get services in accordance with specific requirement. However,
corporation must have appropriate structure through which employees will get proper support in
order to render good quality of services to large number of buyers. It can also be said that
company must have adequate leadership style in accordance with particular situation thereby
workforce feel valued and can be able to work with integration. Apart from this, smart objectives
can be set at departmental level with its proper alignment with organizational one. It enables
workforce to put their active efforts to make clients highly satisfied and their retention can also
be ensured. Moreover, continuous learning of employees will be helpful for creating goodwill of
business in the marketplace as it support them to cater need of quality by learning new aspect of
completing the project.

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