Comprehensive Evaluation of Workforce and Customer Service Dynamics

The assignment delves into a range of business challenges including time management issues, difficult customer service scenarios, financial constraints, procedural complexities, product development hurdles, staffing levels, and skill profiles. A significant focus is placed on the importance of employees' skills, knowledge, experience, and personal talents to enhance job performance and satisfaction. The document further outlines how addressing these challenges through strategic planning, effective delegation, and fostering a supportive work environment can improve organizational efficiency and service quality. Recommendations include conducting regular check-ups with staff members, promoting procedural clarity, and ensuring alignment of personal roles with broader organizational goals. The analysis underscores the necessity for comprehensive employee engagement and development strategies to achieve sustained business success.

NAME
STUDENT ID
SUBJECT
TOPIC
LECTURER
DATE

ASSESMENT ONE
TASK 1
Question 1
Delegation is basically the act of assigning or giving a certain responsibility or duty to another
person (Riisgaard et al, 2017). From the information provided in the case study, Maria being the
events coordinator, has very many roles and responsibilities to perform during her working
hours. However, she needs to delegate some of them to other people, first to reduce her work
load and most importantly so that she can reduce the time that she spends at the restaurant. Since
the employees work better without her being around and with close supervision, then they will be
more responsible when they know that somebody else has taken the duty and is close.
Question 2
Maria’s supervisor’s fail to take her advice especially when she is present because they may be
seeing her as a direct competition for their jobs. Also, they may be misjudging Maria and seeing
her as a person with no much experience or authority, in other words, they may be seeing Maria
as a person with no authority and whose advice doesn’t count much.
Question 3
Maria chooses not to delegate because she loves doing her work on her own to ensure that it is
perfect and done right. Generally, being an event coordinator involves a lot of responsibilities
that relate to order and total arrangement. I can also say that Maria prefers working on her own
to encourage her employees into being more hardworking and valuing their jobs.
Question 4
The tasks that are not suitable for Maria to delegate include some of the following:
Conducts research, makes site visits and finds resources to help with decisions about event
possibilities.
Conducts employee appraisals in conjunction with the events director.
Conducts staff recruitment and selection.

Ensures labor costs comply with budget.
Liaises with clients regarding their needs and updates contracts accordingly.
Question 5
Creates event run sheets to ensure the smooth flow of the event
Organizes staff rosters
Ensures all staff arrive on time and are in full uniform. Organizes replacement staff in case of
absenteeism.
Trains new and existing staff when necessary.
Liaises with venues and suppliers and negotiates contracts for space, supplies, audio visual
equipment, etc.
Question 6
Updates Company SOPs
Conducts employee appraisals in conjunction with the events director
Conducts staff recruitment and selection
Question 7
Maria should focus on ensuring that in case she delegates a task, he person in charge is fully
prepared, capable and in a position to perform the job effectively and efficiently. This can be
achieved by any supervisor or leader by making sure that every employee is well trained and
skilled especially in any field that they may be delegated to.
Question 8
Meetings- Holding a leaders meeting where she can air out her idea or though on what actually
be done.
Telephone- Making a call to the supervisor she needs to address and informing him/her on what
she wants.

Face-to-face- Meeting up with the supervisor in question and telling them exactly what she
would want.
Writing- This include writing a memo, email or an official letter addressing it to the supervisor
of her interest.
Question 9
Focusing on one responsibility at a time hence no multi-tasking (Jackson, 2009)
Focusing more on the high value responsibilities
Minimizing interruptions in between tasks
Delegate
Set clear and smart goals
Question 10
Ineffective time management may lead a person to not completing their jobs on time or rather not
completing them at all. This can cause a lot of disagreements and arguments in the workplace
between the managers and employees hence unhealthy and unsafe working environment.
Question 11
Maria encourage the supervisor by letting her learn first from the experts and then leave the
responsibility to her once she has the experience and knowledge about the field in question.
Question 12
Every supervisor is basically a leaders of a certain group. This means that they have certain
specific knowledge, skill, experience and expertise on a specific field. Therefore, with all these
qualities of Maria, a supervisor can easily and effectively complete their duty successfully.
TASK 2
Question 1

Quality of a product or service is one of the most crucial characteristics that a customer or rather
consumer looks for and treasures. High society events have some of the following problems with
its services:
Lacks high quality audiovisual equipment such as projectors and computers
Issue with serving foods exactly as asked to especially if expected to be hot, they are sometimes
served cold
Employees behaving slightly unprofessionally sometimes
Sometimes fails to provide service when it comes to biding goodbye to the guests, lack of good
outdoor marquee
Question 2
The information and technology (IT) department managers and experts. Maria should talk with
them about increasing their concentration on the number, functionality and quality of the
information technology equipment being used in a certain event.
The catering department. This department should be addressed on the issue to do with food
serving and its status.
The human resource and the employee disciplinary department. This department should be
addressed on focusing on better methods to keep the employee in line and working the same
objective in a common event. Also, the departments should focus on disciplining the employees
and ensuring that the organizations professional rules, ethics and m0ral codes are obeyed.
Question 3
Lacks high quality audiovisual equipment such as projectors and computers
This issue may directly relate to the IT department of the organization but is still directly
associated with Maria’s coordination responsibility. Maria can ensure that all the equipment
purchased or chosen to be used in an event are checked and rechecked on their functionality and
performance in various ways days before the event day. This will be able to ensure her that all
the equipment are available and that they are functional.
Question 4

Delegate the responsibility to one of her supervisors. However, the delegation should basically
fall on a capable employee. The delegation will help the IT employees realize how serious Maria
is with the role and success of the event. Therefore, with them having one of their own as their
leader or one in charge they will improve and increase the effort they put in their jobs more.
TASK 3
Question 1
Ben is not meeting his KPI’s because most of his actual labor costs are more in numbers and
more importantly, higher than the budgeted costs.
Question 2
Professionally, it is important for the top managers to recruit and conduct employee performance
appraisal. Therefore, from the case study, it is right and important for Maria to manage Ben’s
performance because she is technically in charge of everything Ben does. This means if Ben
fails, so does Maria, and therefore by managing his progress closely, she will be able to keep in
touch to ensure that his performance is excellent.
Question 3
JOB-RELATED SKILLS
1 2 3 4 5 N/A
Below expectations Needs
improvement
Meeting
expectations
Exceeding
expectations
outstanding N/A
COMMENTS: The rating for this type of skill on Ben is that it needs some improvement
(rating 2). Ben’s duty is somehow completely out of his league and therefore has led him to
failing sometimes especially when it comes to event budgeting. The technical skills that Ben
has sometimes make him incompetent and not very serious. Besides that, he has tried to
upgrade and improve the whole organization’s way of dealing with staffs, communication
methods and better ways to increase the business’s productivity, especially b measuring
employee productivity rates. This shows that he has good and strong job-related skills because
most of his ideas focus entirely on the organization’s benefits. This therefore shows that Ben is
not all good but needs improvements all the same.

INTERPERSONNAL SKILLS
1 2 3 4 5 N/A
Below expectations Needs
improvement
Meeting
expectations
Exceeding
expectations
outstanding N/A
COMMENTS The rating for this skill is at 2 as well. Ben’s interpersonal skills have
to be improved generally. The case study information has stated that
sometimes when his colleagues go up to him and talk, the sometimes
feel the urge to leave immediately after they are through with their
responsibilities. Ben had already started noticing that behavior from
other employees but did nothing to make the situation better. Besides
that, Ben has also noticed certain other problems or issues with the
employees which he plans on addressing but still currently does
nothing to make the working environment more comfortable or fun to
be in. therefore, he certainly needs to improve his interpersonal skills
which will enable him to communicate more effectively with others.
ORGANIZATIONAL SKILLS
1 2 3 4 5 N/A
Below expectations Needs
improvement
Meeting
expectations
Exceeding
expectations
outstanding N/A
COMMENTS Rating 3 should be given to Ben’s organizational skills. After having
noticed the issues and problems being experienced by his employees,
Ben decided to look for solution hoping to solve some of the
problems. He has suggested the method of undertaking productivity
review in order to estimate an employee’s average time taken to
complete a task. This will help Maria know who is under or over
performing in their responsibilities.
PROBLEM SOLVING AND CONTINUOUS IMPROVEMENT SKILLS
1 2 3 4 5 N/A
Below expectations Needs
improvement
Meeting
expectations
Exceeding
expectations
outstanding N/A
COMMENTS The rating in this skill is rating 5, Ben’s skill is outstanding. He seems

to come up with new ideas and ways of solving certain problems
being experienced by other employees, e.g. ways of determining who
is under or overworking. He has proved to have the ability to solve
problems and improve his other skills in a genuine and strong manner.
PROPOSED FUTURE DEVELOPMENTS
Maria should certainly working closely with Ben especially when it comes to areas where she
can utilize the skills that he is excellent with, e.g. problem solving skills.
Ben should focus on improving those other skills he has to make himself more valuable to
Maria as well as the whole organization.
The employees in the organization should be ready to concentrate and give more effort
towards their jobs and not take it as a life burden but rather as personal growth and
development stage.
TASK 4
Question 1
I can recommend for the business to first focus on creating and developing quality service goals,
concentrate on conducting quality service trainings and improve its methods of encouraging its
employees towards providing and offering high quality services to the customers (Sudin, 2011).
Question 2
By training the employees, encouraging them and setting up high quality goals, the employee
will be ready to do whatever It takes to reach those goals, e.g. the problem about serving cold
food when customers are expecting hot food, the employees will do whatever it takes and put
more effort into finding better ways to keep the food hot as expected.
Question 3
The employees will able to improve the quality of the services offered with time
There is a possibility of the employees getting bored and stopping to care anymore in the long-
run leading to low quality service.
Question 4

This recommendation increase the costs incurred by the business especially the human resource
department which deals with hiring, training and employee motivation.
Question 5
Rules must be changed to make them more specific and direct especially those that relate with
customer service expectations being followed to the letter and products to be consumed.
Question 6
The team of employees need professional trainees to train them on better service quality as well
as top management support to cater for the motivation and quality service objective setting role.
Question 7
Maria and the supervisors can measure the recommendation’s implementation by conducting
every employee’s performance levels which can be determined by looking at the customers’
feedbacks.
Question 8
Maria can look at the feedbacks from the customers. She can monitor the employees by
comparing their customer ratings and feedbacks with the current ones.
TASK 5
Question 1
The business can be involved in online marketing and advertising. This should include social
networking platforms like Facebook, Instagram, Twitter, and Pinterest among others.
The business can also focus on print media advertisements, radio and television advertisements.
With these methods, the business will be able to reach more customers than before because these
areas cover advertisements on a daily basis (Neti, 2011). Also, the business will be able to share
with its customers more and receive feedback faster and easily (Mahesh et al, 2013).

Question 2
They both improve the communication process between the business, employee and its
customers, through sharing of information or business updates, receiving and responding to
complaints to name a few things.
Question 3
The business will have to allocate people to do these roles and responsibilities. These employees
should basically be well versed on business products and services, experts in current marketing
and advertising techniques and the online selling methods. This will certainly affect the
workflow of the whole organization because its systems will be loaded with more work.
Question 4
Ensure openness and closure from all the members
Valuing every member’s opinion
Make the ideas to be every member’s goal
Question 5
My recommendation will definitely involve the hiring of some new employees and allocation of
some of the current employees to other departments or responsibilities according to their
expertise and knowledge on the newly created fields.
Question 6
If new responsibilities are allocated to Maria, she will certainly be overloaded with work. She
will focus on completing and being successful in all of them hence overworking herself which
may lead to failure eventually.

ASSESSMENT TWO: PROJECT
WORKFLOW CHART
Question 1
Delays and time difficulties
Difficult customer service situations
Financial resources
Staff performance
Procedural requirements
Product development and marketing
Start Customer
(tourist)
Check-up
point
Give
luggage
Room
booking
Unpacking
and
organizing
Eating
dinner
Entertainm
ent
Travelling
Sleep

Staffing levels and skill profiles
Question 2
Procedural requirements- I included this contingency because this being a tourist service center
and hotel, it is required for the tourists to provide many documents and certifications in a
lengthyand tiresome process before they are officially accepted into a new country. This applies
especially before traveling, after their journey and during room booking.
Question 3
Member’s capability and skill- this will encourage them to do what they actually love and enjoy
doing
Member’s knowledge, experience and expertise on the field- This basically covers the career
aspect of the member
Member’s talent and hobby- It helps the member too utilize their original capability effectively
Question 4
By making personal and face-to-face meetings to check-up on them personally.
Question 5
To provide the customers? (Tourists) with the best service in terms of quality and variety.
Question 6
It helps the employee focus on their own roles and responsibilities but still looking at the bigger
picture, overall organizational objective.
Question 7
Overall business licensing and permits (Platzer, 2014)
Employee safety, welfare and health standards
Food and drink safety and quality standards (hotel)
Transport servicing licensing and permits

REFERENCES
Jackson, V. P. (2009). Time management: a realistic approach. Journal of the American College
of Radiology, 6(6), 434-436.
Mahesh, L., & Amulya, M. (2013). SOCIAL MEDIA MARKETING: AN IMPORTANT
PHASE IN MODERN BUSINESS MANAGEMENT. CLEAR International Journal of
Research in Commerce & Management, 4(3).
Murthy, R. K. (2017). Perceived organizational support and work engagement. IJAR, 3(5), 738-
740.
Neti, S. (2011). Social media and its role in marketing. International Journal of Enterprise
Computing and Business Systems, 1(2), 1-15.
Platzer, M. D. (2014). US Travel and Tourism: Industry Trends and Policy Issues for Congress.
Riisgaard, H., Søndergaard, J., Munch, M., Le, J. V., Ledderer, L., Pedersen, L. B., & Nexøe, J.
(2017). Work motivation, task delegation and job satisfaction of general practice staff: a
cross-sectional study. Family Practice, 34(2), 188-193.
Sudin, S. (2011, July). How service quality, value and corporate image affect client satisfaction
and loyalty. In Conference Proceedings of the 2nd International Research Symposium in
Service Management.