Solving Problems at L&Q Homes

This document provides recommendations for solving the problems faced by L&Q Homes, including staff underperformance and poor communication. The recommendations focus on improving staff performance, reducing turnover, and enhancing product quality.

Work Based Learning L&Q
Homes

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Future career role and requirement of personal and professional training .................................1
TASK 2............................................................................................................................................3
Personal and professional learning and development needs for future career role......................3
TASK 3............................................................................................................................................4
Plan for a work based project to evaluate the ways of improving employees motivation...........4
TASK 4............................................................................................................................................7
Recommendations for solving problems that L&Q is facing......................................................7
TASK 5............................................................................................................................................8
Evaluation and monitoring the progress of the project................................................................8
TASK 6............................................................................................................................................9
Reflection of the whole report.....................................................................................................9
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Work based learning can be defined as a strategy that provides individual with real life
work experiences where they can show their potential and skills to develop their employability
(Helyer, 2015). This study is based on L&Q homes who is a housing association operating in
Greater London, East Anglia and South East England. It performs several activities for social
purpose as it provides homes to buy, supported housing and rented housing at affordable prices
to specially vulnerable people. This study is going to show the importance of professional and
personal training as it improves skills of an individual related to its career job role. It will also
show some ways of motivating employees which helps an organization in reducing labour
turnover and attracting wider range of customers. Evaluation and monitoring of the plan also
plays a vital role as it shows the effectiveness of performance of the company.
TASK 1
Future career role and requirement of personal and professional training
L&Q group houses has approximate 250,000 people in more than 97,000 homes in
London and house East. The main aim of this association is to provide a qualitative home to
vulnerable people that they can afford. They also provide homes to buy, social rented homes,
sheltered house etc. It is important for them to attract skilled and potential workforce who can
contribute their potential in order to provide qualitative customers services for improving social
well-being and living standard. My future job role is customers service provider and for that I
need to take proper training because I think customer service provider is the main employee who
is responsible for increasing and attracting wider range of customers by influencing them,
answering all type of questions at quick manner, solving all queries and complaints etc.
In this workplace I want to take responsibility of my own learning as take feedbacks from
colleagues, customers, interview of senior staff etc. There are several job opportunities at L&Q
as they want to attract employees and candidates who have more passion for social purpose and
provide qualitative home (Aragones and et.al., 2016). It is also stated that this association do not
only allot tasks but also provide effective professional training courses, management training,
volunteering opportunities etc. For performing all roles and responsibilities of customer service
provider I require professional training such as:
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Communication skills: Communication skills play an important role. Customers get
attract by the way of talking, effective communication and language which is being used to make
them understand. There are several customers services providers bit only few are successful and
the main reason behind their success is their effective communication skills. For getting success
in this future job role, I want to know the way of handling different type of people or customers.
I need to take training of having basic knowledge of languages to deal with different cultures of
people.
Problem solving skills: Solving queries, complaints of customers is the main role of an
effective customer service provider. For solving any type of problem there is a requirement to
have critical thinking skills. Only think positively in all angles is not beneficial. So, it is
important to think positively and negatively. I lack in this skill so I need to increase this critical
thinking and the way of solving critical problems of customers. For working L&Q I need to have
proper knowledge of the type of complaints and the main problem which customers face in this
regards (Parker, Parker and Parker, 2018). After knowing the type I can make a plan and develop
solutions according to the training.
Computer: Having proper knowledge to access different software for providing better
customers services is also important. Customers service providers have to talk and deal with
many customers in a day and for tracking their behaviour keep not their complaints is difficult to
write down, But with the help of computer and its proper knowledge I can solve problems in an
quick and easy manner. So, I think I need training for improving this skill.
Tracking customer behaviour: It is not only important to influence customers for
buying services and products but also important to retain within an organization for the long run.
The main aim of L&Q homes is to improve social living standard and help vulnerable people and
for that it is important for the company to retain customers and aware bout services. Customers
loyalty is the heart and key of any successful business. Tracking behaviours of different types of
customers as what they think about the company. For this purpose, I need to have knowledge of
using related tools like key performance indicators that can allow and help me out in
understanding that what types of complaints they run into (Deming, 2017).
So, from the above, I can say that I need training for developing all these skills which is
essential to provide satisfactory services to customers as well as retain them for the long run.
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TASK 2
Personal and professional learning and development needs for future career role
It is stated that L&Q is facing several problems due to ineffective communication and
staff underperforming which leads to high labour turnover, ineffective quality, losing loyal and
potential customers. The company's main social purpose is to provide a qualitative home which
vulnerable people can afford. It is already stated the requirement of training for future job role
for improving skills. There is a reason of getting training and improving skills which is called
professional development and learning needs. Professional learning is a process of improving
skills and the main need and purpose of professional and personal learning and development is to
accomplish goals and performing all roles of a particular job (McConnell and et.al., 2018).
As a customers service provider I want to develop my learning and development skills for
several reasons or needs such as:
Improve job performance: Professional learning and development increase the
knowledge and skills of an individual. As a customers service provider when I get training and
professional development then it will increase my knowledge. By increasing knowledge I can
improve my job performance which can be beneficial directly to the company and customers as
well. Improving my job performance is the main need of professional and personal learning
which can give me several opportunities in the future.
Improving quality of services: It is stated that L&Q is facing the problem of ineffective
quality of services which is decreasing its sales and also losing its potential customers. With the
help of professional learning and development, as a customer service provider I can solve this
problem or improve quality of service. By getting training and professional development, I can
have vast knowledge of all areas by which I can help out to other staff members in improving the
quality of services and products (Elliott and et.al., 2015).
Retaining customers: Retention of customers and employees is the main key of the
success of any type of business. When an organization has much retention of customers and
employees than it can get competitive advantage opportunities. This retention level shows its
brand image and effectiveness. By professional and personal learning and development, I can
retain potential customers by providing them qualitative services. So, it is other main need of
professional learning and development which I can get from the training and an effective plan.
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Continuing education: Continuous education and improving skills is other personal
need of personal and professional learning. This continuous education need and improved skills
can help me out in the future in my career. I can get several job promotion opportunities by
professional learning and development.
So, from above mentioned reasons and needs I can say that there is a requirement of
personal and professional learning and development. By professional learning via an effective
professional development plan and strategies I can accomplish my goals and needs and also
solve problems of the company which it is facing (Mecha, Martin and Ondieki, 2015).
TASK 3
Plan for a work based project to evaluate the ways of improving employees motivation
Motivation for employees plays an important role as motivation is the main thing which
push an individual to work effectively. Everyone has some goals, dreams for accomplishing
them they work harder. There are several types of motivation and factors of motivation. Some
people require money and it is the main goal and motivation for them, some people want to get
praised and take job opportunities. For retaining potential employees it is important for L&Q to
give motivation to all employees (Ližbetinová and et.al., 2017). There are mainly 2 types of
motivation such as financial and non-financial which depends upon the needs of employees as
what kind of motivation they want for working in an effective manner and for staying within an
organization. By increasing motivation among employees, I can help the company in
accomplishing its pre determined goals and objectives as well. There are some steps and
activities for improving motivation which are being described as follows:
Activities to
improve
motivation
Duratio
n
Importance Ways and tools
Identifying
needs of
employees
2 days By knowing their needs, I can
make them feel respected and
valued.
By getting feedbacks from
employees and by taking one-to-
one session with them, I can
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identify their needs as what they
want. I can identify their reason of
performing job and their goals as
well. After identifying needs of
motivation, I can give them
effective financial and non-
financial motivation and rewards.
Addressing
employees
concerns and
complaints
5 days When employees know and find
that their problems are being
concerned then it increase
loyalty towards the company.
They try to work harder.
With the help of using KPI tool, I
can know employees behaviours.
With this help I can solve their
problems in quick manner. It is
the important and effective way of
improving motivation among
them (Schuckert and et.al., 2018).
Setting small
goals
2 days Goals is the thing for which all
people and staff members
works. It is the way of
measuring effectiveness of
employees performance and
decide performance appraisal.
Involving all staff members in a
process of goal setting, as per the
requirements of employees, I can
set small goals.
Celebrating
results of
employees
2 days By celebrating success of
employees, me and the
company can make them feel
valued and respected. When
employers celebrate their
success, then they try to work
harder and help the company in
achieving their goals.
By praising employees in front of
other, by giving them financial
rewards and holding a celebration
party are some ways of
celebrating results and success of
employees. It is other effective
way of motivation.
Creating
friendly
7 days Working environment also
plays an important role. By
By allocating tasks in a group,
working environment can be
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working
environment
creating an effective and
friendly working environment, I
can make all employees feel
fresh and active. They feel
stressed free when they work in
an effective and safe working
environment.
improved. Employees interact
with each other when they work in
a team and a group.
Communicating
effectively
5 days Miscommunication creates
conflicts among employees
which become the reason of
staff turnover. By improving
communication, problems of
conflicts and staff turnover can
be reduced and improve
employees relationship as well.
E-mail and face to face
conversation is the best way of
improving communication.
Increasing
knowledge and
skills
7-8 days Skills and knowledge help
employees in reducing errors
and improving quality of work.
Training and development
program is the best way of
increasing knowledge of
employees.
Implementation
of theory of
motivation
5-6 days An effective motivation theory
can help the company in
motivating different types of
employees and get the work
done from them efficiently
(Henriques and Catarino, 2016).
Researching about different
theories of motivation and taking
suggestions of all employees
about the best theory, I can
implement motivational theory.
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Activities
1
week
2
week
3
week
4
week 5 week 6 week 7 week
Identifying needs of
employees
Addressing employees
concerns and complaints
Setting small goals
Celebrating results of
employees.
Creating friendly working
environment
Communicating
effectively
Increasing knowledge and
skills
Implementation of theory
of motivation
TASK 4
Recommendations for solving problems that L&Q is facing
It is stated that L& Q homes is facing a difficult time due to some reasons such as staff
underperforming and poor communication. Problems are also stated which is being occurred due
to these reasons such as: high employee turnover, losing loyal customers, ineffective quality of
products and services etc. It can be said that due to ineffective quality, high staff turnover,
company may have to face the problem of decrement in sales and brand image. It is important for
the association to give some attention to these problems and make a growth. I would recommend
some ways and strategies by which L&Q homes can solve all these problems and can take
competitive advantages opportunities. Some recommendations and ways are discussed as
follows:
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Recognition and Rewards: I can recommend the company that it should give rewards
and recognition to those employees who do something extra and show their extra efforts. Annual
rewards for the team and innovation scheme for summer events is the best way to make
employees feel valued and special (Law, Hills and Hau, 2017). When employer praise and give
rewards to employees then it can decrease labour turnover as employees feel satisfied and
valued. So, it can be said that this strategy can help out the company to decrease labour turnover
problem.
Approaches for improving quality: It is stated that the company is facing the problem
of ineffective quality. So in this regard, I can suggest to the company that it should need to
implement some approaches of quality management like total quality management, just in time,
lean manufacturing. All these approaches can help the company in reducing wastes and
improving service quality. It can solve the problem of ineffective quality and losing of potential
customers. When customer get qualitative products then they stay within an organization and
also promote their services or do mouth publicity (Kossek and Thompson, 2016).
Training: Training is also the best way of increasing skills and knowledge of employees.
Company is facing the problem of labour turnover due to under performing staff. The main
reason of underperforming staff is employees do not have proper knowledge of services which
the company provides and customers asks. For increasing their skills, the company should give
them training and learning opportunities by which employees can provide qualitative services. It
can also reduce errors in the work and self-esteem as well.
Flexible working: L&Q is an association who mainly work for the society and it is
important for employees to work 7 days in a week. Employees can not take out time for their
family while working. So, it is important for the company to allow flexible working to
employees it may involve part-time, remote working etc. With this facility employees can enjoy
their social life and can also maintain their professional life.
L&Q care about the happiness and well-being of customers and employees with the main
aim of improving living standard of society and improving brand image. So, by all these
strategies and ways it can accomplish its goals (Kazimoto, 2016).
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TASK 5
Evaluation and monitoring the progress of the project
This project is all about work based learning with the main aim of increasing skills of an
individual as well as me as a customer service provider. Importance of professional learning and
development plays a vital role. For accomplishing goals, company makes a plan for the project
and then implement it but for making the project successful, it is important to evaluate and
monitor of that project and plan for knowing the exact position of the company and employees.
There are some ways to evaluate and monitor the progress of the project such as:
Feedback: Providing opportunity to employees and customers to give suggestions and
views about services which L&Q provide is the best way of knowing needs of customers. By
doing this company can make changes in its strategies and policies according to the needs and
suggestions of employees and customers (Baber and et.al., 2017). When employers give proper
attention to customers companies then it makes them feel valuable, and they are more likely to
stay with the company. It is the best way of knowing the effectiveness of the project and the plan
made by the company.
Strategic analysis: Strategic analysis is the other effective way of monitoring and
evaluating the performance and progress of the project. There are several internal and external
factors that can effect the performance and organizational activities in positive and in a negative
manner so, it is important to analyse all those factors and prevent themselves against them. With
the help of SWOT analysis tool, the company can know all factors and then can make changes
accordingly to get pre-determined goals and outcomes (Petrie and et.al., 2017).
Personal development plan is an effective way which helps an individual and employees
to evaluate their own performance, strengths and weaknesses. It also helps them out to adopt
ways and tools to decrease weakness and increase those areas which they want to improve. I can
say that, by PDP plan I can improve my personal and professional working areas and can also
improve my job performance.
So, it can be said that by evaluating and monitoring L&Q homes can improve its
performance and get successful results (Kreimeier and et.al., 2019).
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TASK 6
Reflection of the whole report
For the future job role of customer service at L&M who has around 250,000 people in
more than 97,000 homes. It wants to build aspiration, opportunity and confidence in the
community with the help of its skills academy. It works for social purpose as it wants to provide
quality home to people and this is the reason I want to work for this company. It gives several
benefits to employees, rewards to them which increase their loyalty. But in this report I found
that this company is facing several problems like labour turnover, customers loss, ineffective
quality. All these situations and problems are occurring due to under staff performance and
ineffective communication. With these problems and reasons which have been known from the
report I can say that its communication strategy is not effective. It requires to more focus on
communication strategies and group engagement.
Further, I can also say from the above report that motivation plays a vital role which can
help the company in accomplishing their goals. I learned from this report that different
employees have different types of needs and for which company gives them different types of
motivation like financial and non-financial. I also get to know that by getting motivation and all
those things which employees require, they work harder and retain within an organization for the
long run. From other task and task 1 I knew the importance of professional and personal training
as it helps employees to improve their skills and all those areas which they need to improve like
problem solving skills, decision-making skills etc. By getting proper training they increase their
productivity and produce qualitative work and it increases their self-esteem.
From the conducted report and all the tasks I learned the way of motivating employees
and making a plan in a systematic manner. All types of employees have some common
professional and personal learning and development needs which helps them out in their future
job role as well as in career. Some common needs involve: improving job performance,
productivity, taking continuous education for increasing skills, help the company in retaining
customers and improving brand image.
I can also say that by reviewing the above report that evaluation and monitoring process
also plays a vital role as like the planning process. With the help of evaluation and monitoring
process, company know the effectiveness of their performance and progress of the project. I can
say that the main reason of the company to follow this monitoring and evaluation process is to
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make changes in strategies according to the actual situation for accomplishing goals. Feedback,
personal development plan are an effective way that can help an organization and employees in
understanding their strengths and weaknesses. By knowing all areas they implement and perform
some activities for improving all those areas. So, I can say that I learned so many things which
are important for performing job role like training, motivation, professional learning and self
evaluation, in an effective manner.
CONCLUSION
From the above study it has been summarized that professional and personal training
played a vital role as it increased skills and knowledge of employees. It helped them in
performing their role in efficient manner. It has also shown needs of personal and professional
learning and development in an organization. It helped an individual or employees to improve
their job performance, get continuous education and help the company to achieve their goals and
objectives. This study has also discussed the ways of motivating employees as it includes all
activities which motivate employees for working more effectively. After making plan and
executing it is also important to monitor and control them. Evaluation and monitoring process
has shown effectiveness of performance of employees and plan as well. Lastly, this report has
shown some ways of solving problems of labour turnover, ineffective quality and loss of
potential customers. Motivation, flexibility, rewards and recognition are some ways which has
been described in this report.
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