Strategies to Increase Customer Satisfaction Level

The provided assignment content focuses on various aspects of small business and enterprise, including credit scoring, entrepreneurship, innovation, and risk management. The articles and books discussed explore the importance of networks, non-financial information, and sustainable development in small businesses. The content also touches on corporate social responsibility, employability, and higher education's role in fostering entrepreneurship. This comprehensive collection aims to increase customer satisfaction by providing valuable insights and practical knowledge for entrepreneurs, small business owners, and stakeholders seeking to support their growth and success.

Small business
enterprise

Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1Produce a profile of a selected small business identifying its strengths and weaknesses......3
1.2 Carry out an analysis of the business using comparative measures of performance.............4
TASK 2............................................................................................................................................4
2.1Appropriate action to overcome the identified weakness in business....................................4
2.2ways in which existing performance could be maintained and strengthened.........................5
2.3 Recommend with justification, new areas in which the business could be expanded...........5
TASK 3............................................................................................................................................6
3.1 Assessment of Austin Fraser's business objectives and plans...............................................6
3.2 Review of business plans to make changes...........................................................................7
3.3Action plan to implement the changes....................................................................................7
TASK 4............................................................................................................................................8
4.1 Impact of changes on the business and personnel.................................................................8
4.2 Management of changes in the business................................................................................9
4.3 Improvement in the performance of the business over a time...............................................9
CONCLUSION..............................................................................................................................10
References......................................................................................................................................11

INTRODUCTION
The business environment having a large impact on the all types of business units such as
small, medium and large. This report is based on the small business organisation is located in the
United Kingdom. Austin Fraser is a small business enterprise which deals in the recruiting
employees for the other organisations (Berger, and Frame, 2007). They supply high quality staff
to their clients in a effective manner. The purpose of this report is to determine the significance
of SME in the economic growth and development.
TASK 1
1.1Produce a profile of a selected small business identifying its strengths and weaknesses
Austin Fraser is a recruitment business organisation in UK. This firm is expertise in the
recruitment, selection and interview process and provide qualified staff to their clients. The
brand image of this company is growing which can provide a good opportunities for growth and
development. This firm also provide training and development to the selected staff so that they
can provide skilled and talented staff in a effective manner. The deals in the variety of fields such
as marketing, accounting, finance, HR, information technology and so on. The nature of the
business is staff placement agency and other HR activities (Bridge, and O'Neill, 2012). The
organisational structure of th cited business entity is quite simple which can help to increase
efficiency and productivity of their business operations. Once the recruitment and selection
procedure is done they also help to provide assistance and services in to the client salary
structure, market trends and other aspects of the business. Therefore, the manager of the cited
business organisation is required to analyses their internal and external environment so that they
can provide a future strategies for their business in a effective manner. The strength of this
business firm is that they have large number of corporate clients which belongs to domestic and
international business units. The firm financial position is strong as compare to other units in
SME sectors (Burns, 2010). The firm also provide effective training and development
programmes which can provide competitive advantages in the market. The client satisfaction
level is too high which can create a ideal image in the market. The growth rate of this company is
quite good in the United Kingdom. The weaknesses of the company is that they having
mismanagement in the operational activities which can increase cost of operation.

1.2 Carry out an analysis of the business using comparative measures of performance
Performance played a vital role in the success for each and every business organisation.
The analyses of financial data and information of the Austin Fraser is shows that there economic
position is too good as compare to last year. They having enough financial resources so that they
are able to pay their short term liabilities without selling their assets. The rate of return is also
quite impressive which can help to attract large number of investors in to their business (Ciampi
and Gordini, 2013.). Their current assets are more than current liabilities which can also a good
situation for the company. In the same industry there are large number of business units can be
failed due to financial performance. They client are too satisfied with the services of the cited
business organisation which can help to increase customer loyalty. They also focused on their
promotional activities. There are various promotional activities such as electronic media, print
media and social media. But they are using cost effective methods in order to promote their
services in a effective manner. Austin Fraser can be sued social media such as Facebook,
Instagram, You Tube for promotion. Apart from that they also taking ideas from marketing
experts in order to promote firms products and services (Goss, 2015). The cited business unit
operational capabilities are quite limited and they only having few branches in the UK.
Therefore, the higher authorities of the company are required to expand their business in to other
parts of the world which can provide more opportunities for consistent growth and development.
TASK 2
2.1Appropriate action to overcome the identified weakness in business
Weakness and strength should be known by the people of the organization so that they can
be able to make the appropriate changes according to that strength of the business is very
much plus point for the organization but if the organization recognize its weakness and try to
solve them then it can become more beneficial for the organization(Bridge and O'Neill.,
2012). so it is good to identify the their weakness as before as possible and make them
positive for the organization. the weakness and the strength can be analyzed by the SWOT
analysis: the business can face many types of weakness like, lack of experiences the lack of
knowledge and the experience of the people working in the organization matters it will not
make the organization better if they will not be much experienced or they don't have proper
knowledge of the work they got, poor business location and lack of resource available these

all things can be the weakness of the organization. weakness should be identified before it
arrives or before it make the negative impact on the business, if the weakness is been
identified then it can be solved by many ways so it is important to make the weakness to
solve in an proper time. the managers should make the analysis of the weakness of the
organization all people of the organization should be take part in the solving the problem so
that they can get many ideas regarding that problem and the best option should be then
selected to solve the problem.
2.2ways in which existing performance could be maintained and strengthened
For the business finding the new customers is and big and challenging task for them, for that
they must work hard on marketing their product and services, there are many different
channels to promote their products and the services so that they can b e able to promote their
thing over the channels to the customers. it is necessary to investigate the ways in which the
performance can be strengthen, there are lots of small business in the entire world so if the
business has to be for the long run then it has to maintain their business and to survive. for
maintaining the process to strengthen the business the management has to be more effective
in their work, for that they have to make the market shares to the customers, they have to do
the business penetration to strengthen the business, the relation between the customer should
be good so that they can be able make their business grow, they should maintain the proper
record of the performance so that they can check the business progress , the main thing
which matters in the strengthen of the business is there product and its quality so it is
important to have the good quality product and the services so that the customers can be
attracted more, all these things should be kept in mind while making efforts in strengthen the
business(Malhotra and Temponi., 2010). the main motive of any of the company is to make
their customer satisfy and to attract more customers to their business with their products and
the services they provide to them, the customer needs to get the products and services which
will make them happy and satisfy with them. so it is good to make the customers satisfy.
2.3 Recommend with justification, new areas in which the business could be expanded
This is essential for a small business to identifying and determining new market
opportunities for their future growth and development. The main motive of expand business is to
maintain market share and profitability which is a core objectives for each and every business
unit. Austin Fraser required that to expand their business in to other countries so that they can

increase their reputation (Gronum, Verreynne, and Kastelle, 2012). They can diversified their
business in to other aspects. For example, they can go for outsourcing activities to the other firm
which can be related with the marketing services, accounting and financial services, and
information technology. For this they can joint venture with other business units which can
increase their market competitiveness. There are various domestic and multinational corporation
which can be acquired which can leads to create a strong image in the market. It can also help to
make their competencies which is good for the future expansion of the company (Jenkins,
2009).
TASK 3
3.1 Assessment of Austin Fraser's business objectives and plans
Austin Fraser is a recruitment consultant, they are IT specialist, specialist in life science
recruitment and engineering. They provide consulting services to their clients in order to satisfy
their needs and requirements. The company has several plans for which it is working so as to
build reputation. The company business plan include financial plans related to its turnover and
growth in employees. The plans of the company is:
 Mission for staff : As it is a small business enterprise, its mission is to grow its team to
the staff of more than 320 across the three continents, with 20 directors and persons on
positions of senior manager. 15 commercial and operational roles and equal to 45 senior,
and various people at leading position by 2020 (Storey, 2016).
 Vision : The company's main vision is to make 1200 permanent placement in every year,
with 1000 or more contractors and annual turnover of £100 million.
 Client goals : To form a sustainable client base , to exceed expectation of clients.
 Success : To achieve growth to be successful on the terms of finance.
On the basis these plans, there are internal objectives for employees which map company
important objectives and the annual review are made to make sure that Austin Fraser remains at
top. The company has objective to get closer to its customer with the aim of delivering
customary service to clients or customers. They look very deep for the satisfaction of clients
requirement. The staff is also reviewed for its performance (Teece, 2010).

3.2 Review of business plans to make changes
Business plans are necessary to identify the position of business in the market and what
are the future plans of business or in other form where the business is going (Hall, Daneke and
Lenox, 2010). Business plans can be changed from time to time to make changes in conditions of
market and in situation of company which will help in increasing its turnover. According to the
recommendation to company in marketing research field it is necessary that company make
several changes in business plan to make growth.
To make changes Austin Fraser has to first develop a methodology for conducting
researches in market. The company has to understand several ways and means to gather various
kind of information for evaluating the outcome of information. Methodology can be adopted
based on the outcome's success (Goss, 2015). Company should also recruit effective and efficient
human resources who are necessary to do work which is related to research of market, this will
help in achieving growth and success of business which will eventually increase its turnover.
Lastly a new and modified business plan should be developed by a company for the promotion of
business in the market so as to increase its client base. As company is already in the field of
consultants, various skills can be used by the company to make marketing of business plans to its
already made clients and also to the new clients
3.3Action plan to implement the changes
While making the business it is important to have the business plan which in state of the
objectives which the business has been planned to do, so it is important to know and to focus
on the things which had been planned for making the objectives been fulfil, it is necessary to
make pre plan or the assumption that in future where the organization will be(A Small
Business Enterprise. 2017). it is good to maintain the performance of the business so that
they can be able to know that what is the actual position of the business, making the
business plan can provide the important things as the people can know about the business as
well as the partners can also be able to know about the company if there is an pre plan then
if required then they can be able to make financial loan to fulfil their companies
requirements. to maintain the plan is necessary so that it can help in future so that it is
important to maintain the plan, as the plan itself says that it has no value if they are not
having any importance in making the business grow.

TASK 4
4.1 Impact of changes on the business and personnel
Following are the impacts of change on business and personnel:
Impact on Business-
1. New opportunities:
Changes create new business opportunities for the employees of the company. It help in to retain
existing employees to the organisation. It gives many opportunity to them who have capability to
handle additional responsibility for future promotion.
2. Increased efficiency:
Changes create more efficiency to the work that help in to achieve the organisational objective
and goals over the long period of time.
3. Encouraging innovation:
Businesses that adopt new changes always achieve their task on time and create new innovation
to the work that they are handling.
4. Improve Attitude:
New Changes affect the employees in positive and negative manner. When employee adopted
new changes then it built the confidence of the employee as well as attitude (Rae and et. al.,
2012).
Impact on personnel-
1. Mental stress:
Employees who are working in the business follows the standards that they are following from
past time and if changes are made then it creates mental stress to the mind of the employees to
adopt new changes (Sewell and Dacre, 2010).
2. Increase time away from work:
When there is changes in the business, it creates stress as well as increase the time that is
required to adopt the change. Employees who are working from long run, required more time to
adopt new changes.
3. Loss Loyalty:
Experienced employees who are working from many years have proved their loyalty to the
company but when changes incurred then it create hindrance in their mind and they loose their
loyalty toward the company.

4.2 Management of changes in the business
Every organisation is required to adopt the changes that are in the environment because it affects
the business of the company and help in to grow the business and run it in more efficient manner.
Changes may have positive and negative impact over the business.
There are the key factors that required to focus to adopt the changes-
1. Analysis of the business to find out the area where the changes is required to made.
Analysis is important task to adopt the change and it is primary step (Sewell and Dacre
Pool, L., 2010) .
2. Collect data and information on the proposed changes so that changes can be understand
which will help in to improve more efficiency to the changes.
3. It is required to present the available information of the changes to the manager and
senior management team so that they can provide better guidance to employees regarding
adoption of changes.
4. Introduce the changes to the employees so that they can easily adopt the changes and
encourage the employee to contribute to the plan that is required to change.
5. Training must be given to the employees so that they can better adopt the changes and
implement such changes into the reality.
6. Implement such changes into the reality so that changes can be adopted for the future
development of the business and to run in the business with more efficiency and
accuracy.
4.3 Improvement in the performance of the business over a time
Every business owner adopt the changes to improve the business in future but it is the
main task for the owner to decide how to adopt such changes and improve their business. Before
adopting any changes it is required to see the factors that may affect the success of the business
i.e. market trend, current business situation, environment in which business is operated (Schaper
and et. al., 2014).
Following are the factors that monitors the improvements in the performance of the business
over a period of time:
1. SWOT analysis-

SWOT consists of Strength, weakness, opportunity and threads. These factors have great impact
over the business and it is required to consider these factor while performing task.
2. Benchmarking-
Benchmarking compares the business performance of the company over a time period with the
performance of similar business like if the company is small then its performance will be
measured and compared with the another small company.
3. Marker Research-
It make an investigation on the market trends and market structure. Market research helps in to
monitor the market field and goodwill of the company in the market (Bridge and O'Neill, 2012).
4. Trend analysis-
This analysis help in to make analysis on the trend that are followed by the market and to earn
more in the future (Rae and et. al., 2012).
5. Webinars-
Webinar means web based seminar. It helps in to provide information that is useful to develop
business skills.
CONCLUSION
As per the above mentioned report it has been concluded that a Small and medium
business unit required to analyses and determine their strength and weaknesses. So that they can
knows their capabilities and market opportunities which can help to attain their desired goals and
objectives. The higher authorities of the company can make appropriate changes in their
operational and business model which can help to meet future challenges in a effective manner.
The report is discussed about the various approaches which can be used by the cited business
organisation in order to attain their long and short term goals effectively. Apart from that the
report also explained about the other tools which can help to increase their customer satisfaction
level.

References
Books And Journals
Berger, A.N and Frame, W.S., 2007. Small business credit scoring and credit availability.
Journal of small business management. 45(1). pp.5-22.
Bridge, S and O'Neill, K., 2012. Understanding enterprise: entrepreneurship and small business.
Palgrave Macmillan.
Burns, P., 2010. Entrepreneurship and Small Business: Start-up. Growth and Maturity. Palgrave
Macmillan.
Ciampi, F and Gordini, N., 2013. Small enterprise default prediction modeling through artificial
neural networks: An empirical analysis of Italian small enterprises. Journal of Small
Business Management. 51(1). pp.23-45.
Goss, D., 2015. Small Business and Society (Routledge Revivals). Routledge.
Gronum, S., Verreynne, M.L and Kastelle, T., 2012. The role of networks in small and medium‐
sized enterprise innovation and firm performance. Journal of Small Business
Management. 50(2). pp.257-282.
Jenkins, H., 2009. A ‘business opportunity’model of corporate social responsibility for small‐and
medium‐sized enterprises. Business ethics: A European review. 18(1). pp.21-36.
Bridge, S and O'Neill, K., 2012. Understanding enterprise: entrepreneurship and small business.
Palgrave Macmillan.
Rae and et. al., 2012. Enterprise and entrepreneurship in English higher education: 2010 and
beyond. Journal of Small Business and Enterprise Development. 19(3). pp.380-401.
Schaper and et. al., 2014. Entrepreneurship and small business.
|Sewell, P and Dacre Pool, L., 2010. Moving from conceptual ambiguity to operational clarity:
employability enterprise and entrepreneurship in higher education. Education+
Training. 52(1). pp.89-94.
Storey, D.J., 2016. Understanding the small business sector. Routledge.
Teece, D.J., 2010. Business models, business strategy and innovation. Long range
planning. 43(2), pp.172-194.
Hall, J.K., Daneke, G.A. and Lenox, M.J., 2010. Sustainable development and entrepreneurship:
Past contributions and future directions. Journal of Business Venturing. 25(5). pp.439-
448.
Goss, D., 2015. Small Business and Society (Routledge Revivals). Routledge.
Bridge, S and O'Neill, K., 2012. Understanding enterprise: entrepreneurship and small business.
Palgrave Macmillan.
Malhotra, R and Temponi, C., 2010. Critical decisions for ERP integration: Small business
issues. International Journal of Information Management.30(1). pp.28-37.
Gronum, S., Verreynne, M.L and Kastelle, T., 2012. The role of networks in small and medium‐
sized enterprise innovation and firm performance. Journal of Small Business
Management. 50(2). pp.257-282.
Altman, E.I., Sabato, G and Wilson, N., 2010. The value of non-financial information in small
and medium-sized enterprise risk management. The Journal of Credit Risk. 6(2). p.95.

Online
A Small Business Enterprise. 2017.[online].Available through:<
http://www.academia.edu/7614318/Shine_Communication_A_Small_Business_Enterprise>.
[Accessed on 13th april2017].