Importance of Corporate Governance in Eliminating Customer Issues

This report focuses on the importance of corporate governance in eliminating issues faced by customers through strengthening accountability. It includes a study conducted on Unilever and explores the benefits of corporate governance, the significance of accountability in providing services to customers, and ways to improve accountability in corporate governance.

Report: Individual 6000 word written report with
action plan
(Summative)

Contents
INTRODUCTION...........................................................................................................................3
Background of Research..............................................................................................................3
Rationale of research...................................................................................................................3
Aim..............................................................................................................................................4
Objectives....................................................................................................................................4
Questions.....................................................................................................................................4
LITERATURE REVIEW................................................................................................................5
Benefits of corporate governance in context to organisation......................................................5
Significance of accountability in providing services to customers.............................................5
Importance of corporate governance in eliminating issues of customers....................................6
Ways for improving the accountability in corporate governance................................................7
METHODOLOGY..........................................................................................................................8
CRITICAL REVIEW OF RESULTS OF SECONDARY AND PRIMARY RESEARCH..........11
Primary research........................................................................................................................11
Secondary Research...................................................................................................................23
Recommendation...........................................................................................................................24
Conclusion.....................................................................................................................................25
REFERENCES..............................................................................................................................26

TITLE: Importance of corporate governance in eliminating issues of customers through
strengthening accountability.
INTRODUCTION
Background of Research
Corporate governance is explained as system of the policies, practices and rules that
dictate how board of directors of company manage as well as oversees company operations. It is
system through which firms are directed and controlled. Objective of the corporate governance is
to increase the value of shareholder and also protect other stakeholders interests through
improving accountability. Good corporate governance is important to enable firms operate
effectively, improve capital access, safeguard stakeholders and mitigate risks. This makes firms
transparent as well as accountable to the investors to reduce expropriation for shareholders.
Accountability is assurance that a person or company will be examined on behaviour or
performance concerned to something for which they are responsible (Barakat, Pérez and Ariza,
2015). In context to this, corporate accountability consisting answerable to all stakeholders of
company for all the actions as well as results. Unilever is British Dutch multinational consumer
goods and its headquarter is in London. The products of Unilever are candy, soft drinks, ice
cream, food, cleaning agents, bottled water, consumer healthcare products, personal care and
others. Unilever company is subject to the requirements of corporate governance in Netherlands.
This firm keeps corporate governance arrangements under the review and its compliance with
needs are detailed within corporate governance.
Rationale of research
The current investigation is concerned with the importance of corporate governance in
eliminating issues of customers through strengthening accountability. The better corporate
governance assist in eliminating the issues faced through consumers in regards to accountability.
The present investigation is mainly conducted in personal and professional context. In the
personal context, researcher can enhance its understanding regarding corporate governance and
the issues faced by the customers from accountability. Other than this, in professional context,
knowledge and the research skills of an investigator enhanced as it provides the chance to
perform similar kind of investigation in future (Bhaduri and Selarka, 2016).

Aim
To identify the importance of corporate governance in eliminating issues of customers
through strengthening accountability. A study on Unilever.
Objectives
 To examine benefits of corporate governance in context to organisation.
 To determine significance of accountability in providing services to customers.
 To identify importance of corporate governance in eliminating issues of customers.
 To analyse ways for improving the accountability in corporate governance.
Questions
 What is the benefits of the corporate governance in context to organisation?
 What is significance of accountability in providing services to customers?
 Why corporate governance is important in eliminating issues of customers?
 What are the effective ways for improving the accountability in corporate governance?

LITERATURE REVIEW
Literature review is comprehensive summary of the previous investigation on specific
area. There has been secondary sources considered while doing the literature review such as
books, scholars, journals, articles and others. There has been viewpoints and opinions of
different authors considered and critical evaluate.
Benefits of corporate governance in context to organisation
According to opinion of Lakshna Rathod (2020), with support of the better compliance
culture, board of the directors can be benefit in multitude of the ways from the better corporate
governance practices. There are some benefit of the corporate governance in context to company
mention below:
Encouraging the positive behaviour- In this, having the delineated processes and
policies and board of directors who maintain compliance culture that supports to improved
results directly. This is imperative that all the board members should participate in culture and
assure the communication line with the management.
Minimising cost of capital- In this present environment, implementation of the better
governance practices can lead to minimise cost of capital of firm. Firm with the equity or debt
investors may search that investors pay premium work with firm that has he sound governance
framework (Font, Guix and Bonilla-Priego, 2016).
Improving top level decision- There is demonstrable connection among organisational
governance and the decision making related with the improved performance. Number of the
failure in performance have been linked directly with the poor governance. In regards to this,
there is no doubt that the better governance mainly assures the quick access to the information
and better communication between stakeholders which leads to the positive outcomes. In regards
to this, better governance enable the accurate as well as rapid prioritising actions. It can prove the
invaluable in enable company to weather the complex economic storms and also supports
sustainability of company.
Significance of accountability in providing services to customers
As per opinion of Douglas Hanna (2020) Accountability in the customer service is ability
of company to account for the actions as well as decisions of business. The accountability
eliminates efforts and time that spend on distracting the unproductive behaviour and distracting

activities. It is necessary to make the people accountable for actions which teaching effectively
them to value work. There is a requirement to develop the trust level for customer service
representatives. The people have to make the independent decision and these are based on team
spirit that shares the information and give feedback for the continual improvement. On the other
hand, this is easier to emphasize accountability with team but not easier to tell how accountable.
This is harder to make them accountable mainly business leaders are forget they are role model
for the accountability and do not audit own actions that assure that they practice what they
mainly preach (Kiliç, Kuzey and Uyar, 2015).
Importance of corporate governance in eliminating issues of customers
Zhe Zhang (2011) stated that an effective corporate governance helps to cultivate a
company's activities, leading to positive performance and sustainable business. It is a system of
rules, regulations and practices that tells a company's management team to manages and oversee
the operations of a company. The relationship between customer satisfaction and organisational
performance is best viewed from the perspective of an organisation. Corporate governance plays
important role for manages customers activities. It analyse the external factors like customers
demand, and manages operational activities related to customers products. The product should be
in proper and ethical way that can satisfied its customer. It manages customer related activities
and oversee the customers issues. A satisfied customers permits the organisation to move on the
pathway of growth, improved profitability. The board of directors has to protect the rights of the
customers through corporate governance. The sum total of all the mechanisms put in place by a
company to protect stakeholders (customers) rights. It consists with policies, regulations that
defines the management must deal with its customers and the remedies available to them in case
of a violation. Firms make a lot of efforts to ensure that there is transparency in their operations
and customers can consult them in case of their rights have been violated in any way. The
governance plays a central role that ensuring the customers rights are not abused. Customers are
basically concerned with the quality of the product and price of it. Corporate governance looking
for, right to be protected from all kind of hazardous goods and services, the right to be fully
informed about the performance and quality of product, right to be free choice, for its customers
and solved all the issues related to them (Matei and Drumasu, 2015).

Ways for improving the accountability in corporate governance
Jennifer Bridges (2020), stated that accountability is necessary measure of success of
staff members. This does not act as stick more that leads the people and assist them learn from
mistakes as well as accept part in project. There are different ways to improving accountability in
the corporate governance mention below:
Define the roles and responsibilities- Under this, team members are accountable for
what what they do not know they are supposed to be accountable. Hence, communicate clearly
which does what and get the concurrence and also feedback from team. It is necessary to take the
questions and assures that each one is on similar page (Rivera, Bigne and Curras-Perez, 2016).
Clarify report structure- In this, accountability requires structure. There should be
system in place to define who reports and authorise so that there is a clear channel to the
disseminate as well as report on work of people and accountability. In regards to this, field
questions from team to assure process of reporting is understood through all.
Give the particular deadlines- If tasks are the open ended and there can not be
accountability for missing the deadlined which do not exist. It is necessary to be clear as to when
task is due and may be set notifications for reminding the team members when the deadlines are
to be looming. In regards to this, feedback and answer related to any question team has about
process.
Assure timely information- The timely information result in the effective decision
making. In regards to this, senior management has to be give the information timely in order to
assure the proper direction and supervision. There us balance that requires to be attained among
important information and the unnecessary information. The interactions among the board and
managers are important to assuring that the adequate information is to be given to board. If the
board members request information then senior managers should be promptly respond to request
(Saeidi and et. al., 2015).

METHODOLOGY
Research methodology
Research methodology can be described as a research that helps in achieving favourable
outcome in future period of time. It is considered as a whole research that provides an idea
regarding procedure, techniques adopted for executing investigation (Humphries, 2017). The
research methodology includes design of research, research philosophy, data collection and so
on. It aid assistance in coordinating different activity related to research by analysing strategies
which is appropriate. The technique adopted in current investigation or research which is going
to be mentioned below:
Research Design
It is determined as a most important factor which is used for organising research in an
appropriate manner in order to achieve favourable outcome in future period of time. There is
different kind of resources such as exploratory, descriptive as well as experimental. In current
research, this investigation is used to make proper research in order to achieve favourable results
in future period of time.
Research philosophy
There are different types of research philosophy that is adopted by researcher for
organising the research. It is undertaken as the combination of beliefs and values which is
followed by the researcher at the time of conducting research for analysing gathering and
interpreting data regarding the topic. These are positivism as well as interpretivism research. The
current research interpretivism philosophy of research is selected for organising research in an
appropriate manner. The philosophy emphasized on various aspects related to research in order
to achieve favourable outcome in future period of time.
Research method and strategy:
Research strategy undertaken as the effective procedure in terms of collecting data with
the help of various research strategies. These strategies tend to undertake interviews survey
action research systematic review experimental Research and many more. All of these factors are
undertaken as effective and helpful but in terms of collecting primary and secondary data

regarding the effective role for the corporate governance for responsible execution in terms of
eliminating customer satisfaction problems with the help of systematic review survey that are
used by researcher (af Wåhlberg, 2017). For this the effective purpose of considering primary
data collection is to offer valid and relevant information. For secondary data collection
systematic literature review is used by the investigator as it leads to support for the collection of
detailed information.
Research choice:
Research choice undertaken as the prominent method of research that undertake
qualitative and quantitative research. It is useful for the researcher in effective collection of
theoretical and numerical information regarding the type of research. For prominent analysis and
Collection of data regarding the existing topic quantitative research is undertaken by the
researcher. The prominent reason behind the selection of quantitative research is that it leads to
facilitate the collection of effective and reliable information regarding the corporate governance
considering the role of executing responsibility in terms of eliminating the problems for
customer satisfaction. In addition to this qualitative research is not appropriate for organising the
investigation as it leads to take more time and require qualitative information.
Type of Investigation
There are various types of investigation which can be adopted by researcher named as
quantitative as well as qualitative. Quantitative research helps in conducting research by using
data as well as statistics. Qualitative data is totally depends upon observation. For current
research, both qualitative & quantitative data is taken. It helps investigator to conduct research
and achieve positive outcome in future period of time.
Research approach
The researcher focuses on different kind of approaches related to research which is
inductive as well as deductive. In current research, deductive research as it assists in analysing
data that is totally depends upon figure, statistical data regarding particular topic for achieving
favourable outcomes.
Data collection method

It is considered as a tool which is adopted in gathering data in an appropriate manner. In
assistance of this, there are two kinds of data collection method that is named as primary as well
as secondary data (Dodds and Hess, 2020). Primary data is considered as a gathering of
information or data and that is collected first time by investigator. There are different kinds of
method of gathering primary data named as interview, sampling, survey as well as many more.
Apart from this, secondary data signifies the information which is collected by researcher before
it earlier. There are various methods which are used for collecting the information from
secondary source such as books, papers, articles, online polls and so on. For current research,
secondary data is considered as a cost-effective method and help in collecting information in an
appropriate manner. In assistance of this, it is not easy to adopt primary data and gathered
information from individual person. Therefore the secondary data is the best method to conduct
the research and achieve positive outcome in future period of time.
Sampling:
Sampling undertake the process of selecting samples from the overall population. In regard
of this there are two forms of Sampling which is probability and nonprobability. Considering the
perspective of Investigation random sampling is relies under the probability which is used by
researcher for selecting 30 respondents. The main reason behind choosing random sampling is it
does not take much time and also provide effective result for the research.
Data analysis:
Data analysis undertake the reliable and effective procedure for identifying data. In terms of
identifying quantitative data regarding the existing topic frequency distribution analysis is
undertaken as the effective tool for stop this method is prominent as it leads to facilitate the
researcher for the realisation of information effectively with the help of tables and graphs.
Ethical consideration:
There are several essential and effective principles that should be followed by the researcher
in terms of conducting research over the prominent topic considering the role of corporate
governance for effective execution in terms of eliminating customer satisfaction problems
(Clandinin, Cave and Berendonk, 2017). For this the principles tends to reduce the risk of harm
also neglect deceptive practices offer prominent halides to their participants and many more.
With the help of these principles in the existing investigation researcher can prominently
complete the project under the effective ethical standards.

CRITICAL REVIEW OF RESULTS OF SECONDARY AND PRIMARY
RESEARCH
Primary research
QUESTIONNAIRE
Q1) Do you have understanding about corporate governance?
a) Yes
b) No
Q2) Does corporate governance helps in eliminating issues of customers through
strengthening accountability?
a) Yes
b) No
Q3) What are the benefits of corporate governance in context to organisation?
a) Encouraging positive behaviour
b) Reducing cost of capital
c) Improving top-level decision-making
d) Assuring internal controls
Q4) What is the significance of accountability in providing services to customers?
a) Accountability improves performance
b) Accountability promotes ownership
c) Accountability builds trust
Q5) As per your opinion, does corporate government helps Unilever in execution of
accountability between staff members towards operations of company?
a) Yes
b) No
Q6) What is the importance of corporate governance in eliminating issues of customers?
a) Developing the effective strategies
b) Increase reputation
c) Enhancing profit
Q7) Which advantages are ascertained through customer due to vast accountability?
a) Ascertainment of quality products

b) Able to get timely personal assistance
c) High level of service
Q8) Does adherence of the corporate governance help in make the customers loyal
towards company?
a) Yes
b) No
Q9) What are the different ways for improving the accountability in corporate
governance?
a) Define roles and responsibilities
b) Clarify the reporting structure
c) Provide Specific Deadlines
Q10) Recommend ways through which Unilever can promote the accountability within
business.
Q1) Do you have understanding about corporate governance? Frequency
a) Yes 35
b) No 5
Q2) Does corporate governance helps in eliminating issues of
customers through strengthening accountability?
Frequency
a) Yes 32
b) No 8
Q3) What are the benefits of corporate governance in context to
organisation?
Frequency
a) Encouraging positive behaviour 10
b) Reducing cost of capital 10
c) Improving top-level decision-making 10
d) Assuring internal controls 10
Q4) What is the significance of accountability in providing services to Frequency

customers?
a) Accountability improves performance 10
b) Accountability promotes ownership 10
c) Accountability builds trust 20
Q5) As per your opinion, does corporate government helps Unilever in
execution of accountability between staff members towards operations
of company?
Frequency
a) Yes 28
b) No 12
Q6) What is the importance of corporate governance in eliminating
issues of customers?
Frequency
a) Developing the effective strategies 25
b) Increase reputation 10
c) Enhancing profit 5
Q7) Which advantages are ascertained through customer due to vast
accountability?
Frequency
a) Ascertainment of quality products 10
b) Able to get timely personal assistance 20
c) High level of service 10
Q8) Does adherence of the corporate governance help in make the
customers loyal towards company?
Frequency
a) Yes 22
b) No 18
Q9) What are the different ways for improving the accountability in
corporate governance?
Frequency
a) Define roles and responsibilities 10

b) Clarify the reporting structure 10
c) Provide Specific Deadlines 20

THEME 1: Understanding about corporate governance
Q1) Do you have understanding about corporate governance? Frequency
a) Yes 35
b) No 5
Interpretation: According to opinion of 35 respondents that they are aware about the corporate
governance in detailed manner. Corporate governance is facilitate the entrepreneurial, prudent
and better management that can provide long term success of an organisation. In the governance,
role of shareholder is to appoint directors as well as auditors to satisfy themselves that the proper
governance structure is in the place. Corporate governance is helpful in increase value of
shareholder and also protect their interests. 5 remaining respondents do not have the knowledge
about the corporate governance.
THEME 2: Corporate governance helps in eliminating issues of customers
Q2) Does corporate governance helps in eliminating issues of
customers through strengthening accountability?
Frequency
a) Yes 32
b) No 8
a) Yes b) No
0
5
10
15
20
25
30
35
35
5

Interpretation: It has been examined from above mention graph that there are 32 respondents
and as per their opinion that corporate governance assist in eliminating the issues of the
consumers by strengthening the accountability. 8 remaining respondents are not agree with given
statement.
THEME 3: benefits of corporate governance in context to organisation
Q3) What are the benefits of corporate governance in context to
organisation?
Frequency
a) Encouraging positive behaviour 10
b) Reducing cost of capital 10
c) Improving top-level decision-making 10
d) Assuring internal controls 10
a) Yes b) No
0
5
10
15
20
25
30
35 32
8

Interpretation: On the basis of 10 respondents that corporate governance is beneficial in
encouraging the positive behaviour. Having the clear policies and executive managers maintain
compliance culture supports directly the improved outcomes. 10 respondents are agree with
minimising cost of the capital. Implementation of the better governance practices can lead to
minimising in cost of capital of company. A firm seems to be reliable, stable and mitigate the
potential risk that will borrow funds at minimum rate than weak corporate governance. There are
10 respondents which said that corporate governance helps in improving top-level decision-
making. There is strong link among the corporate governance and quick decision-making related
with the improved performance. 10 remaining respondents are agree with assuring internal
controls.
THEME 4: significance of accountability in providing services to customers
Q4) What is the significance of accountability in providing services to
customers?
Frequency
a) Accountability improves performance 10
b) Accountability promotes ownership 10
c) Accountability builds trust 20
a) Encouraging positive behaviour
b) Reducing cost of capital
c) Improving top-level decision-making
d) Assuring internal controls
0
1
2
3
4
5
6
7
8
9
10
10 10 10 10

Interpretation: As per opinion of 10 respondents that accountability improves the performance.
This eliminates time as well as efforts spend on distracting the activities and some other
unproductive behaviour. There are 10 respondents and according to them accountability
promotes ownership. When company make the people accountable for actions that it is effective
in teaching them the value of work. 20 respondents said that accountability develops trust.
Perhaps necessary accountability result is the trust that helps in developing the better relationship
among company and customers.
THEME 5: Corporate government helps Unilever in execution of accountability between
staff members towards operations
Q5) As per your opinion, does corporate government helps Unilever in
execution of accountability between staff members towards operations
of company?
Frequency
a) Yes 28
b) No 12
a) Accountability improves performance
b) Accountability promotes ownership
c) Accountability builds trust
0
2
4
6
8
10
12
14
16
18
20
10 10
20

Interpretation: There are 28 respondents and they said that corporate government helps
Unilever in execution of accountability between staff members towards operations of company.
According to them, accountability is concerned with ability of board to assure this conducts and
present balanced and fair assessment of prospects and position of company. There are 12
remaining respondents which are not agree with the given statement.
THEME 6: Importance of corporate governance in eliminating issues of customers
Q6) What is the importance of corporate governance in eliminating
issues of customers?
Frequency
a) Developing the effective strategies 25
b) Increase reputation 10
c) Enhancing profit 5
a) Yes b) No
0
5
10
15
20
25
30 28
12

Interpretation: On the basis of opinion of 25 respondents that corporate governance is helpful
in developing the better strategies for eliminating customers issue. The main focus of corporate
governance is to satisfy the needs as well as requirements of customers. This helps in attracting
the consumers towards company and make them loyal so that they can sustain at marketplace for
longer time period. According to 10 respondents that corporate governance assists in eliminating
the customers issues and this also helps in enhancing company reputation. 5 remaining
respondents are agree with enhancing profit as corporate governance is helpful in providing the
better quality products and satisfy their needs.
THEME 7: Advantages are ascertained through customer due to vast accountability
Q7) Which advantages are ascertained through customer due to vast
accountability?
Frequency
a) Ascertainment of quality products 10
b) Able to get timely personal assistance 20
c) High level of service 10
a) Developing the effective strategies
b) Increase reputation
c) Enhancing profit
0
5
10
15
20
25
25
10
5

Interpretation: As per opinion of 10 respondents that the advantage consumer get because of
accountability is to ascertain the quality goods. Company focus on providing the better quality of
services and products that can satisfy the customers needs and their preferences. There are 20
respondents and as per their opinion that customers are able to get timely personal assistance. To
develop the positive impact on mind of consumers, it is necessary to provide them proper
assistance and resolve their queries. On the basis of 10 remaining respondents that providing
high level of service is necessary.
THEME 8: Adherence of the corporate governance help in make the customers loyal
Q8) Does adherence of the corporate governance help in make the
customers loyal towards company?
Frequency
a) Yes 22
b) No 18
a) Ascertainment of quality products
b) Able to get timely personal assistance
c) High level of service
0
2
4
6
8
10
12
14
16
18
20
10
20
10

Interpretation: On the basis of 22 respondents that adherence of corporate governance assists
company in make consumers loyal towards firm. According to them, customer loyalty is
identified as necessary outcomes and this helps in increasing the reputation as well as
profitability of business. There are 18 remaining respondents and they said that there are some
issues arise in the corporate governance that develop the negative impact on mind of the
customers and reputation of firm.
THEME 9: Different ways for improving the accountability in corporate governance
Q9) What are the different ways for improving the accountability in
corporate governance?
Frequency
a) Define roles and responsibilities 10
b) Clarify the reporting structure 10
c) Provide Specific Deadlines 20
a) Yes b) No
0
5
10
15
20
25 22
18

Interpretation: On the basis of 10 respondents that define roles and responsibilities is one of the
effective and most efficient way to improve accountability. It is necessary to have the clear
communication, get feedback and also concurrence from team. 10 respondents said that there is a
need to clarify reporting structure. In regards to this, accountability requires structure. There
should be system in plan to define who reports to who, who can approve so that there should be
the clear channel of the disseminate and also report on work of people and accountability with
this.
Secondary Research
According to the literature review that is secondary research, it is discussed that there are
various benefits that an organisation gain due to corporate governance. One of the benefit is it
develop positive behaviour of as employees are directly communicate to the board members and
support them which enhance productivity and improved results as well (Daniel, Kumar and
Omar, 2018). In addition to this, it assist business entity to decline the cost of capital and also
improve top level decision as well. Moreover, it is analysed that accountability help in offering
service to customer as it decline level of efforts and time which spent on diverting unproductive
activities as well as behaviour. It is important for an organisation to create trust to customer
service representatives. Furthermore, it is determined that an effective corporate governance
assist to cultivate companies activities and developing positive performance as well. Corporate
a) Define roles and responsibilities
b) Clarify the reporting structure
c) Provide Specific Deadlines
0
2
4
6
8
10
12
14
16
18
20
10 10
20

governance plays an important role in order to manage customer activities along with this it
analyse external factors that is customer demands, operational activities associated to customer
goods. In the last, it is analysed from the secondary data that there are various ways to improve
accountability within corporate governance and these are clarify report structures, assure timely
information, define roles and responsibilities and so on. All this will help in improving
accountability of corporate governance and maintain the performance of company.
Recommendation
From the above data, it has been suggested that accountability is more significant in
providing customer service as it enhance loyalty and trust between customers that result in
developing strong brand image & market performance in an effective manner (VanKooten,
2019). There are different effective ways for Unilever in promoting accountability within their
business. The different ways has been suggested to the organisation is:
It is significant for Unilever to set high expectations from its employees and team
members as well. It will lead to employee motivation that help in attaining targets as well as
objectives of company. Team will make use of his skills as well as potential in order to
effectively conduct business activities & take accountability of their work. It is determine that
such practice will leads to have positive influence in raising customer satisfaction.
Effective & efficient leadership practices will assist in promoting accountability within
the company. It will have positive influence satisfaction of customers by goods as well as
services. Moreover, leaders will be capable to encourage staff members performance &
capability to fulfil customer requirements.
Action plan:
The action plan for Unilever organisation for promoting accountability and enhancing
customer satisfaction by effective performance is given below:
Set clear goals – It is significant for Unilever to set objectives and desired goals of business
entity. It is significant that respective organisation has developed smart objectives that is written
for enhancing performance as well as capabilities of business (Daniel, 2018). Objectives should
be communicated to every staff members of respective organisation so that all the activities is
implement properly and requirements of customer is fulfilled in an effective manner.
Delegation of authority – Once the respective organisation is develop, business entity
delegate authority to its subordinates. It is important in enhancing sense of responsibility in staff

members for improving satisfaction of customers of organisation. Delegation of authority is
beneficial and helpful in developing every employee understand their task and roles which
require to perform in achieving business objectives.
Measuring results – It is significant for an organisation to measure performance as well as
results of staff members with the set expectations as it assist in analysing actual performance of
staff members according to the activities delegate to them. This help in making improvements by
developing effective strategies and implementing them on time period. Moreover, it improve the
capability of employees when they get to know where they lack. This will assist respective
organisation to deal with customer and meeting with their requirements in an appropriate
manner.
Address deficiencies – It is the last and most important step of action plan and herein
respective organisation will address deficiencies of staff members (Hay, 2019). With the
assistance of reviewing and measuring performance of staff members, Unilever will be able to
analyse skills and capabilities of staff members. This will assist in resolving issues and also help
in performing task in a proper manner.
Conclusion
From the above study, it has been concluded that most of the people have insight about
extent of corporate governance adhered in an organisation. In addition to this, the present report
is significant in providing data about corporate governance & its influence on satisfaction of
customers. It is analysed that corporate governance plays an important role in executing
accountability between various staff members of company and in enhancing performance of
company. There are different ways which could be adopt by business entity to improve
accountability within employees so that they work as per the requirements and task assigned to
them which leads to attainment of objectives within stipulated time period.

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