Managing Business Activities and Results for ABC Company: Report

This report provides a comprehensive analysis of managing business activities and results within ABC Company, a recruitment agency. It begins with an evaluation of the interrelationship between different processes and functions, including an examination of the organizational structure and culture. The report then justifies various methods for mapping processes related to ABC's goals and objectives, followed by an assessment of process outputs and the elements required to build a quality gateway. Task 2 focuses on developing a plan to promote ABC's goals, including recommendations for aligning people and processes using SMART objectives. The report then delves into designing systems to manage and monitor quality standards, demonstrating a quality culture, and recommending improvements aligned with organizational goals. It also covers risk assessment, health and safety regulations, and the practical application of health and safety policies within ABC Company. The report concludes with a summary of findings and recommendations for improved business performance.

MANAGING BUSINESS
ACTIVITIES
&
RESULTS
1

TABLE OF CONTENTS
INTRODUCTION ..........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Evaluating inter relationship between different processes and functions of ABC Company3
1.2 Justification of various methods that can be used to map processes related to ABC goals
and objectives..............................................................................................................................5
1.3 Evaluating the output of the process and elements required to built a quality gateway. ......7
2.1 Plan to promote goals and objectives of ABC company ......................................................9
2.2 Recommendations relating to the alignment of people and processes with the help of
SMART objectives......................................................................................................................9
2.3 The various ways of attaining the objectives effectively within ABC company ................11
Task 2.............................................................................................................................................13
3.1 Design systems to manage and monitor quality standards of ABC company.....................13
3.2 Demonstrate a quality culture to ensure continuous evaluation, monitoring and
development process..................................................................................................................14
3.3 Recommend improvements which aligns with organization goals & objectives ...............14
3.4 Report on wider implications of proposed changes in Organization ..................................14
4.1 Carry out risk assessment as required bt legislation, regulation and organizational
requirements...............................................................................................................................15
4.2 Demonstrate health and safety regulations, legislation and organizational requirements. .16
4.3 Carry a systematic review on organizational health and safety policies have applied
effectively or not........................................................................................................................16
4.4 The practical application of health and safety policy within ABC .....................................17
CONCLUSION .............................................................................................................................17
REFERENCES..............................................................................................................................19
2

INTRODUCTION
Managing business activities is a vital function that is performed by management to
achieve strategic goals of business and ensure continuous growth as well as development. By
managing business activities, company can use its strengths and resources to attain potential
opportunities and assure maximum profitability. It further helps in attaining short and long term
goals of the organization (Eckerson, 2010). Further, managing business activities assists
entrepreneur in identifying the internal barriers that can have direct impact on the performance of
entity. Therefore, it helps in taking proper action within the available time. Managing business
activities will enable ABC Company in setting benchmark that is further considered by
employees and management while performing various functions.
In this report, various aspects of managing business activities will be studied in the
context of ABC Company. It is a recruitment agency that provides its services to various job
seekers and organizations that are looking for competent candidates. However, company is
currently facing number of issues regarding poor management, ineffective leadership etc. that are
causing negative impact on business operations. In this report, learning will be shown regarding
the structure and culture of cited organization as well as impact of both on various processes of
the entity. Further, elements required to build a quality gateway will be detailed out. With the
help of SMART objectives, recommendations related to alignment of people and resources will
be provided. Thereafter, system will be designed to manage and monitor the quality standards
within ABC Company.
TASK 1
1.1 Evaluating inter relationship between different processes and functions of ABC Company
Organization structure states how various functions like work distribution, coordination
and supervision are directed towards the attainment of business goals and objectives (Arlbjørn,
2011). It can also be stated as a hierarchical arrangement of human resources and its functions
within entity. Organization structure within ABC Company determines various reporting and
authority relationship among individuals working in the company.
Broadly, there are two types of structure such as hierarchical and flat. In hierarchical
structure, there are large number of levels between management and employees. On the contrast,
3

in flat structure there is few levels of management between top executives and staff level
employees. At present, ABC Company is having hierarchical structure which means that every
employee is subordinate to someone else within the company (Gilmore and Pine, 2014). The
main benefit of this kind of structure is that authority and accountability relationships are clear
which reduce the chances of confusion and duplication of issue. However, the major issue faced
in such structure is related to lack of communication between management and employee
resulting into lack of motivation and satisfaction among employees. Structure of ABC Company
can be further understood on the basis of following chart:
I
llustration 1: Organization structure
§
 Managing director: It holds the most influential position within business. Key
responsibility of managing director is to develop strategic goals of organization inclined
with its vision, mission and core values.
 HR manager: Key function of HR manager is to manage human inventory present
within the company and ensure their retention, motivation, satisfaction, development and
career growth while working in the firm (Briggs, 2011).
 Finance manager: Main responsibility of finance manager is to manage funds within
business, identify the sources of finance and make viable investment by assuring minimal
risk and maximum return.
 Marketing manager: Marketing manager is accountable for merchandising activities of
ABC Company. He or she further helps in preparing marketing campaigns or strategies
for attaining marketing goals of business (Eckerson, 2010).
4

 Staff specialist: He or she helps ABC Company in attracting potential candidates to
apply for the vacant job post and thereby, selecting competent and talented employees.
 Personnel manager: Main role of personnel manager is to maintain sound business
relationship between management and union members. He or she assures that needs of
workers are fulfilled properly by compliance of various employment laws.
Further, structure of organization has direct impact on culture that prevails within the
company (Gilmore and Pine, 2014). In this respect, it can be stated that there are four types of
culture including clan, adhocracy, hierarchy and market. These can be further explained as
follows:
 Clan: It is a type of culture in which individuals work with effective cooperation and
collaboration. In this, leaders behave as team builders and mentors.
 Adhocracy: This culture enables organizational members in initiating innovation and
creativity within company.
 Hierarchy: In this kind of culture, there is strict control over resources and individuals.
Presently, ABC Company is having hierarchy culture which enables major control in the
hands of top executives (Kannan and Tan, 2009). Key objective of this culture is to
ensure control and efficiency of business with utilization of effective processes.
 Market: Main focus of this culture is on building sense of competition within staff
members so that ABC Company can perform better than to its rivals.
1.2 Justification of various methods that can be used to map processes related to ABC goals and
objectives
ABC Company is a recruitment organization which meets employers to potential
employees. It fulfills the demand of human assets in a business entity by providing supply of
proper quality of manpower.
Vision: Vision of the company is to become leading recruitment agency in the UK.
Vision statement of cited entity reflects its desire to build a world without unemployment.
Mission: Mission statement of ABC Company is to highlight its commitment related to
provide the best services to various corporations by ensuring supply of supreme quality of human
resources. Organization aims to provide suitable jobs to job seekers.
5

Core objective: Long term objective of business is to maximize the wealth of its
stakeholders (Margherita, 2014). Further, it is focused to maintain sound business relationship
with other corporations that are receiving services from ABC Company. It has also an objective
to retain the competent and loyal employees within the enterprise.
Values: Core value of cited entity is to provide maximum support to the society while
functioning in different market. Further, it focuses to work with high integrity and enthusiasm as
well as assure excellence by being the best that they can be and strive to become more.
ABC company assure that its business functions are performed considering, the
aforementioned aspects (Gilmore and Pine, 2014). It further use process map for its core
functions. Here process map refers to sequential functions to attain the desired results. It further
states how various tasks are practically executed within the business in order to attain the
strategic goals. Following process map is used by organization to recruit best candidates for its
client company.
6

1.3 Evaluating the output of the process and elements required to built a quality gateway.
With the help of well defined process, ABC company will be able to attract competent,
skilled and qualified candidates for the client company. The quality of services offered to
business partners will be best. This will further lead to maximum satisfaction among client
company and job seekers (Osterwalder, Pigneur and Tucci, 2005). The process map will also
serve as guide for the employees so that they can achieve the set goals of business; recruitment
of best candidates for client firm. By providing effective services to its customers (both company
7

and individuals) ABC company can enhance its market share and build strong reputation in
market. Overall, there will be favorable and positive output of the identified process.
Further, quality gateway refers to the focal point in company where all the business
activities must pass so as to become component of specifications. The main objective of using
quality gateway is to identify the inefficiencies at proper time. ABC company use quality
gateway to identify the incompetent prospects for the client organization so as to avoid false
impression about the service offered by business (Papazoglouand Heuvel, 2010). The
organization assures that candidates chosen by company is as per the needs and specifications of
client firm. Such as, if customer require staff for vacant post of marketing personnel and ABC
hires a candidate specialized in finance field (Keim, 2009). Therefore, this wrong selection will
results into dissatisfaction among client company and negative image of brand in market. With
the help of quality gateway, company can avoid such issues. Further, there are different
components that must be considered while building quality gateway such as, close supervision,
rechecking, matching the accomplished results with the expected one (Parahoo and Fleming,
2010).
TASK 2
8
Illustration 2: Quality gateway
(Source: Werner, 2006)

2.1 Plan to promote goals and objectives of ABC company
In order to achieve the desired aims and objective it is viable for management to use well
defined plans and procedures. Effective plan will provide proper direction to the efforts of
management and employees in the way of attaining constant growth and success. Company can
strategic plan as a tool for building distinct image of brand in market and getting edge over its
rivals. Since, its inception that ABC company is facing serious issues of lack of management
and leadership which are resulting into deficits, non attainment of work targets, high employee
turnover etc (Paton and Hill, 2006). Therefore, it becomes crucial for organization to use a plan
to improve its present state and prevent down fall in future. The plan of company can be as
follows: Identification of the key issues faced by ABC company: The main issue faced by entity is
lack of leadership. At present company is using autocratic leadership. There is lack of
motivation among employees. The communication within the entity is poor. Also, the
employees are less trained (Spender, 2014). The various possible solutions to resolve the present issues: The participative leadership
and Maslow motivation theory can be used for the better future of company. ABC should
also think about making changes in structure. The needs of employees must be identified
and fulfilled. The selection of best alternative: The management can select best solution to get fruitful
outcomes. For example, Use of Maslow theory etc. The implementation of the solution within the company: The manager of ABC company
should assure proper involvement of employees in implementation of identified plan.
 Proper follow up and control of plan: This step will assure the plan is not deviating in
any terms (Roy and Banerjee, 2012).
2.2 Recommendations relating to the alignment of people and processes with the help of
SMART objectives
9

The SMART objectives will help ABC company in setting specific, measurable,
attainable, relevant and time bound goals for business. They can be as follows:
 To form coalition with 15 company in 1 year in order to expand business.
 To use both direct and indirect marketing channels in 6 months for attracting maximum
number of clients and job seekers.
 To improve the quality of services offered to client organization and individuals.
 To increase the market share by 10 % in 1 year.
 To provide job opportunities to 100 candidates in 6 months.
 To increase the employee retention within ABC company in 8 months by 5% from
present.
Considering, these objectives following recommendations can be suggested to ABC
company:
 To use need based training and development sessions to employees so that they can
perform their work effectively.
 To use time management techniques so that desired objectives can be attained within the
desired time frame only.
 To form alliance with leading management colleges so that there students can be
provided job opportunities.
 To promote the services offered by ABC company on social networking sites so that
maximum company and job seekers can be benefited.
 To use quality management approaches like, bench marking, six sigma, total quality
control etc. to enhance the quality of business processes.
10
Illustration 3: SMART objectives
(Source: Spender, 2014)

 To use monetary and non monetary incentives to increase employee satisfaction and
retention.
Further, with the help of these recommendations ABC company can not only improve its
present situation but also enhance its goodwill in market (Keim, 2009). The training and
development sessions will improve the productivity of employees so that they can perform the
assigned task effectively. This will also reduce the wastage and errors which will reduce
operational cost and lead to improved productivity.
2.3 The various ways of attaining the objectives effectively within ABC company
To assure attainment of the aforementioned objectives in smooth and effective way,
management should identify the different possible ways of doing things effectively. Therefore,
ABC company can consider following aspects:
 Use of time management techniques: With the help of time administration techniques,
ABC company can attain the set objectives within the desired time frame. Further, time
management will help employees in completing the allocated task or project on time. It
further involve use of techniques like, work chart, prioritization of work etc which enable
employee in performing work as per its priority and significance to business (Kannan and
Tan, 2009).
 Enhancing communication: The effective communication between management and
employees will help in improving the satisfaction level of human assets within ABC. The
employees can give their creative ideas, suggestions that can be considered by company
while operating. This will boost the morale of employees as they will feel valued ifor
being part of ABC. Hence, employee retention can be assured (Thomas and Singh,
2005).
 Quality management system: The quality management system will help in improving
the services offered by company to their clients. For this aspect, firm can use techniques
like bench marking which enable ABC company in matching the service offered by them
to customers with that of its rivals. On the basis of this, modifications can be done by
brand to stay aligned with its rivals (Fotopoulos, Psomas and Vouzas, 2010).
 Marketing system: The marketing will help ABC company in attracting the qualified
and knowledgeable candidates to apply for the different jobs as per their needs. With the
11

help of effective and impelling marketing, company can induce maximum organization to
outsource their recruitment function to ABC company.
12

TASK 2
3.1 Design systems to manage and monitor quality standards of ABC company
As a operating adviser of ABC organization came to know that there is a direct impact of
consumer satisfaction on bottom line. So it is necessary to create systematic structured process to
improve quality standards of the company. Quality can be defined as by two either as a feature of
product- survives to satisfy consumers or as a free deficiencies (Boniface, 2013). So manage
Quality Quality management system is required. In which the operating adviser organizes the
process, structure, procedures as well as resources needed by the organization. Quality manager
is required to focus on the consumer satisfaction, meet the needs and exceed the expectation.
Also concerned about the process centered, employees involvement and focus on consumers.
Following steps are to be implemented by operating adviser in order to create total quality
management system (Bell, Wilson, Mcbride and Cairns, 2012).
 Clarifying vision, mission and values of the ABC organization. In this organizational
strategies is made as well as employees orientation is conducted
 After clarifying vision and mission, Critical success factors are analyzed in order to
determine the company will meet success or not. Factors such as financial performances,
consumer satisfaction, market share, recruitment of employees (Certo, 2015).
 Then as a operating adviser of ABC Company I will look forward to most appropriate
market segments for recruiting employees in organization (Ashbolt and et.al., 2013). A
meeting will be organized with various companies to know about their requirements of
employees. Feedback are obtained by the focused consumer group that is in our case is
companies.
 After that will develop survey tools and conduct survey on each consumer group. Then
will focus on any negative feedback by companies and try to sort it out. Again will go for
resurvey after period of 12-18 months gap.
 After that will incorporate final satisfaction data into the market plan and further focus on
developing technologies required for recruiting employees. At last finally will make sure
that employees to understand the vision of company and make sure sure about their skills
and abilities to perform their task (Lang, Suvan and Tonetti, 2015).
13

3.2 Demonstrate a quality culture to ensure continuous evaluation, monitoring and development
process
As a Operating Adviser of ABC organization. Here I will Present a quality culture to
ensure the continuous evaluation, monitoring as well as development of the company. By culture
we mean is the way the things are happening in our organization. Culture of organization
depends on its employees their beliefs, behaviors, attitudes, assumptions etc. Attitudes and
practices of an organization is reflected by its employees (Kleijnen, Dolmans, Willems, and Van
Hout, 2014). As it is a recruitment firm so it should focus on conducting training and
development programs of its employees. To ensure they are fully skilled and able to perform
particular jobs assigned to them. ABC organization is a recruitment firm, so it should focus on
implementing & designing approach of managing employees. That will lead to sustainable
competitive advantage objective of strategic HRM. HRM plays a vital role in evaluation and
monitoring of firm. As it is concerned of managing and motivating human resources in
organization.
3.3 Recommend improvements which aligns with organization goals & objectives
As mentioned above ABC company has taken a target of doing partnership with 15
companies within one year. Right now it is following Autocratic leadership approach that is
resulting in ineffective management. So, it should change its leadership style from autocratic to
participative style of leadership (Schwandt, 2012). It will help in improving internal management
of ABC Company. In order to improve external management of organization it should provide
off job training to the potential candidates. The organization should consider and determine the
requirements of employees to its client companies. ABC Company should also focus on direct as
well as indirect marketing channels. So that maximum companies as well as employees can
approach. Employees are required to understand that their individual performances provides
quality in the work. If the they are not performing well than organization may suffer through loss
of productivity. Loss in productivity will further lead to reduction in the decrease in the revenues
(Sridharan, 2014). To manage the quality of work each individual working in the ABC company
is required to give its 100% to the job.
14

3.4 Report on wider implications of proposed changes in Organization
A report can be provided on the recommended changes for the organization. Target of 15
companies within one year- Implication of the target set by the organization will lead towards
increasing in demand as well as revenue of the organization. In order to complete the target
organization will put in efforts to promote its brand (Goetsch and Davis, 2014). That will lead
towards increase in awareness about the firm. Implication of promotional activity will attract
companies as well as potential candidates. Which will further lead in increasing demand of
organization in market. Will lead to achieve its target of attaining 15 companies with in a year.
Another recommendation was about the change in leadership style of the organization.
Implication from this may bring positive changes in internal management of the organization. AS
there is lot of inconveniences happening in organization. Right now it is following autocratic
leadership style which is a dominating style (Ashbolt and et.al., 2013). It should change it into
participating style in which both clients and potential candidate gets opportunities to come
forward and participate. It should also provide off job training to potential candidates as per the
requirements of its client organization.
4.1 Carry out risk assessment as required bt legislation, regulation and organizational
requirements
Various legislation of risk management are management of Heath care and safety at work
and display screen equipment regulation. Health care and safety legislation is related to
employers, self employed as well as people which are in control of premises (Man and et.al.,
2013). It covers various aspects such as maintenance of equipment, workplace, devises etc. It
ensures cleanliness, drinking, sanitary facilities etc.
Another legislation of risk assessment is of using screen display equipment. Employers
are completely unaware about its impact on the health of workers working in an organization. A
poor working environment can lead to discomfort, stress, upper limb disorders etc.
Following plans can be implemented by organization to carry out risk assessment
according to above mentioned legislation's. Identification of risk- First of all organizational management of ABC Company will
required to identify risk at office premises. It can analyze various hazardous substances
and workers that may get exposed to hazards (Schwandt, 2012 ).
15

 Propose solutions to mitigate- In this stage ABC's organization management is required
to analyze and identify measures to the problem. This has to be done by consultant with
the people who are affected by hazardous substances that is affecting their health.
Measures will have to be taken accordingly.
 Implementation of solutions – After choosing proper solution to overcome risk. It has to
implement measures relating to health should be set on priority basis and specifying that
how risk is to be mitigated and when it should take place (Lang, Suvan and Tonetti,
2015).
4.2 Demonstrate health and safety regulations, legislation and organizational requirements
It can be stated that, above regulations, and legislation are being effectively followed by
ABC organization. The company is considering various aspects related to health and safety in
organizational premises. Company is following various procurement for maintaining
organization's workplace, equipment systems as well as its devices. It is taking care of indoor
temperature, ventilation, lightning, cleanliness etc. It also look forward to windows, transparent,
gates and walls falling objects and falls. This organization has maintained high level of security
to its employees for preventing any damage, injury and contact from any other hazardous
substances (Longest Jr, Blackboard and Messanging, 2015). It carries timely investigate all
office equipment such as its machines, escalators, doors and gates. It also provide proper
drinking water and sanitation facilities. It also provides fire extinguishers facilities in case of
emergencies.
ABC company provides rest times and meal time also in between tea breaks to the
employees of organization. In order to prevent stress from work and it also provide informal
environment to their employees. So that they can work in happy and friendly environment as it is
the major requirement of employees. This make employees to give their 100% to their job which
will automatically leads towards increase in productivity of firm. ABC Company ensures safety
and friendly working environment to its employees (Wang and et.al., 2014).
16

4.3 Carry a systematic review on organizational health and safety policies have applied
effectively or not
In order to analyze weather the above stated health and care policies adopted by the
organization are being implemented effectively. For analyzing the effectiveness of policies in
organization various methods can be adopted.
First of all will examine the problems faced by the people of organization. It can be
analyzed either by conducting employees meeting, or by requesting employees to drop their
queries and suggestion in drop box (Kleijnen, Dolmans, Willems and Van Hout, 2014). Also can
assess problems by investigating internal operations of the ABC organization. Make friendly
environment so that employees and members of organization feel free to suggest any queries.
Investigation will be carried out within the organization to see whether the policies are
effectively implemented by organization or not. Available equipment and devices will be
checked that they are properly working or not (Man and et.al., 2013. ).
Thirdly regular reports will be prepared by department heads. With the help of these
reports will monitor that the policies are effectively applied in the ABC organization.
In respect of the TUC a health representative and safety committee. Various regulations
have been set by the TUC committee to ensure health and safety of employees at the workplace.
The ABC company is required to consider various Acts and regulations in the workplace. such as
Safety Representative and Safety Committees Regulations 1977 this Act is related with the
employees rights and dispute resolutions (TUC, 2014). Another Act to be implemented by ABC is
Health and Safety Regulations Act 1992 and 1997. Fire Precaution and Police regulation Acts
along with Querries regulations, serious organised crime and police Act etc Act are required to
be implimnetrede by the ABC company in its Workplace.
4.4 The practical application of health and safety policy within ABC
As per the Health and Safety Act at work 1974, it is important for each and every
organization operating in UK to assure sound health and safety of manpower at its work place.
The main objective of this policy is to prevent exploitation of employees at the place of work and
safeguard their interest. The non compliance of this act can result into legal consequences against
ABC company leading to negative market image (Sadiq and Governatori, 2015). Therefore, it
utmost important for company to practically apply health and safety policy within organization.
17

Therefore, entity should take various possible measures to reduce the exposure of employees to
any kind of risk. In this respect, safety equipment like, fire alarms, extinguishers, first aid should
be present within the company. In addition to this aspect, management should conduct safety
drills in every 6 months so that employees can be prepared for events like, outbreak of fire, flood
or earthquake etc. The safety policy of company should displayed on official website of ABC so
that individuals know what are there human rights made accessible by entity. The management
should consult employees regarding matters affecting their health and safety so that proper
actions can be taken (Forsgren, Holm and Johanson, 2007). For instance, due to unclean water
provided in office various employees complained about rising health issues. Therefore,
management must assure employees get safe and clean water, food in canteen, clean toilets etc.
Thereafter, disinfectants should be used to clean the premises of ABC so as to avoid health
problems. The organization can also provide health insurance to its employees so they feel safe
and secured. The maternity leaves and pick and drop facility should be provided to female
employees.
CONCLUSION
Summing up the entire report, it can be stated that managing business activities play an
important role in the functioning of ABC company. It further help in attaining the desired results
effectively. With the help of quality gateway the loopholes can be identified on time so as to
avoid future loss. Thereafter, the identified recommendations will help in improving the present
state of company. Further, it can be stated that health and safety policy will safeguard the interest
of employees within business. It can be concluded that company should use time management
techniques, one to one communication, quality management systems etc to attain the business
objectives and goals. ABC company can use different systems to monitor quality standards so
that industry benchmarks can be attained.
18

REFERENCES
Books and Journals
Arlbjørn, J. S., 2011. Process optimization with simple means: the power of visualization.
Industrial and Commercial Training. 43 (3). pp.151 – 159.
Ashbolt, N.J. and et.al., 2013. Human health risk assessment (HHRA) for environmental
development and transfer of antibiotic resistance. Environmental Health Perspectives
(Online). 121(9). p.993.
Bell, D., Wilson, G., Mcbride, P. and Cairns, N., 2012. Managing quality. Routledge.
Boniface, P., 2013. Managing quality cultural tourism. Routledge.
Briggs, H., 2011. How to use a data‐focused approach to embed good HR practices. Strategic HR
Review. 10 (2). pp.18 – 23.
Certo, S., 2015. Supervision: Concepts and skill-building. McGraw-Hill Higher Education.
Chrisman, J. J., Chua, J. H., and Sharma, P. 2015. Trends and directions in the development of a
strategic management theory of the family firm.Entrepreneurship theory and
practice, 295, 555-576.
Eckerson, W. W., 2010. Performance dashboards: measuring, monitoring, and managing your
business. John Wiley & Sons.
Forsgren, M., Holm, U. and Johanson, J., 2007. Managing the embedded multinational: A
business network view. Edward Elgar Publishing.
Fotopoulos, C. V., Psomas, E. L. and Vouzas, F. K., 2010. Investigating total quality
management practice's inter-relationships in ISO 9001: 2000 certified organisations.
Total Quality Management. 21(5). pp.503-515.
Gilmore, J. H. and Pine, B. J., 2014. A leader's guide to innovation in the experience economy.
Strategy & Leadership. 42 (1). pp.24 – 29.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence.
pearson.
Kannan, V. R., and Tan, K. C. 2009. Just in time, total quality management, and supply chain
management: understanding their linkages and impact on business
performance. Omega, 332, 153-162.
19

Keim, G., 2009. Managing business political activities in the USA: Bridging between theory and
practice. Journal of Public Affairs. 1(4). pp. 362-375.
Kleijnen, J., Dolmans, D., Willems, J. and Van Hout, H., 2014. Effective quality management
requires a systematic approach and a flexible organisational culture: A qualitative
study among academic staff. Quality in Higher Education. 20(1). pp.103-126.
Lang, N.P., Suvan, J.E. and Tonetti, M.S., 2015. Risk factor assessment tools for the prevention
of periodontitis progression a systematic review.Journal of clinical periodontology.
42(S16).
Longest Jr, B.B., Blackboard, N.E.U. and Messanging, W.P.I., 2015. Course Syllabus|
HMG1103–Managing Health Service Organizations. Instructor.
Man, A.D. and et.al., 2013. A comparative risk assessment of burden of disease and injury
attributable to 67 risk factors and risk factor clusters in 21 regions, 1990–2010: a
systematic analysis for the Global Burden of Disease Study 2010.The lancet.
380(9859). pp.2224-2260.
Margherita, A. 2014. Business process management system and activities: Two integrative
definitions to build an operational body of knowledge. Business Process
Management Journal. 20(5). pp.642 – 662.
Osterwalder, A., Pigneur, Y. and Tucci, C. L., 2005. Clarifying business models: Origins,
present, and future of the concept. Communications of the association for
Information Systems. 16(1). pp. 1.
Papazoglou, M. P., and Heuvel, W. J. 2010. Service-oriented design and development
methodology. International Journal of Web Engineering and Technology, 24, 412-
442.
Parahoo, K. and Fleming, P., 2010. Workplace health promotion within small and medium-sized
enterprises. Health Education. 110(1). pp.61–76.
Paton, D. and Hill, R., 2006. Managing company risk and resilience through business continuity
management. D. Paton, and D. Johnston. pp. 249-264.
Roy, D. and Banerjee, S., 2012. Strategic branding roadmap for SMEs operating in business‐to‐
business sector: A study on Indian auto component sector. Journal of Research in
Marketing and Entrepreneurship. 14 (2). pp.142 - 163.
20

Sadiq, S. and Governatori, G., 2015. Managing regulatory compliance in business processes. In
Handbook on Business Process Management 2 (pp. 265-288). Springer Berlin
Heidelberg.
Schwandt, T.A., 2012. Quality, Standards and Accountability: An Uneasy Alliance. Education
Inquiry. 3(2).
Spender, J. C., 2014. Business strategy: Managing uncertainty, opportunity, and enterprise.
Oxford University Press.
Thomas, M. and Singh, R., 2005. A semantic approach to monitor business process.
Communications of the ACM. 48(12). pp. 55-59.
Wang, J. and et.al., 2014. Method and apparatus for managing quality of service. U.S. Patent
8,826,314.
Sridharan, K. S., 2014. TQM and Discipline management. Development. 2(3).
Online
Implementing a Quality Management System. 2016. [Online]. Available through:
<http://thethrivingsmallbusiness.com/12-steps-to-implementing-a-quality-management-system/
>. [Accessed on 31st March 2016].
Keim, G., 2001.. Total Quality Management. [Online].
<http://www.icesi.edu.co/blogs/bitacoraestrategia0314/files/2014/03/21-Total-Quality-
Management-concepts.pdf>. [Accessed on 31st March, 2015].
SMART Objectives. 2009. [Online]. Available through:
<http://www.cdc.gov/healthyyouth/evaluation/pdf/brief3b.pdf>. [Accessed on 31st
March, 2015].
Werner, M. 2006. Quality Gateway. [Online]. Available
through:<http://www.jucs.org/jukm_1_2/the_value_of_the/jukm_01_02_0077_0084_wer
ner.pdf>. [Accessed on 31st March, 2015].
TUC. 2014. [Online]. Available
through:<http://www.unitetheunion.org/uploaded/documents/0000041-TUC
%2025788BrownBook11-3517.pdf> [Accessed on 11th May, 2016].
21