Business Diploma Report: Customer Service, Risk Management Analysis

This report, created for a Business Diploma, analyzes customer service training options for NatureCare Products, including formal and informal methods like face-to-face coaching and role modeling, recommending the latter for its practical application. It also assesses NatureCare's risk management policy for business expansion, ensuring consistency with AS/NZS ISO31000:2009 standards. The report summarizes the risk management process, identifies specific provisions for staff training, and recommends improvements to the risk management process, such as fostering a positive and proactive approach. The report includes a memo to the CEO outlining the training needs and recommendations, along with a list of references. The report emphasizes the importance of employee training and effective risk management for the company's growth.

Business Diploma

TABLE OF CONTENTS
TASK 4............................................................................................................................................1
1. Range of training options for customer service representatives including both formal and
informal options...........................................................................................................................1
2. Recommend options for training by including rationale.........................................................1
3. Details of recommended option including cost, location and duration...................................2
4. Sending memo to the CEO......................................................................................................2
TASK 5............................................................................................................................................2
1. Summarising risk management process...................................................................................2
2. Assessing the risk management policy of NatureCare Products used for business expansion
project..........................................................................................................................................3
3. Principles of NatureCare Products risk management policy and procedure consistent with
AS/NZS ISO31000:2009 Risk management principles and guidance........................................3
4. Specific provisions for provision of staff training on risk management.................................3
5. Recommendation changes to the risk management process....................................................3
REFERENCES................................................................................................................................5

TASK 4
1. Range of training options for customer service representatives including both formal and
informal options
Formal training options
1. Face-to-face coaching-
In this option, trainer can walk through key service procedures, then allow worker to
practice with real customers (Chea & Huijsmans, 2018). This can be done through visual
presentation given by NatureCare Products to its employees.
2. Role Modelling-
It is another approach where employee is demonstrated how to handle particular
situations in form of case studies. After that, alternative strategies are to be assessed and best
action should be implemented. These things are taught.
Informal training options
1. Reading journal articles-
The articles from journals can be read by workers to have knowledge about the work.
This will provide them with required knowledge and skills thereof (Jones & Dexter, 2018).
2. Viewing informative videos-
The videos in relation to the work can be viewed by workers of NatureCare Products to
attain training in informal way.
2. Recommend options for training by including rationale
The options being identified in form of formal and informal training are appropriate for
imparting knowledge to customer service representatives. They have potential skills but lack
managerial skills. It is recommended that role modelling training option is quite useful for
employees. The rationale for choosing this training option is that with practical case studies
being provided to employees will develop their analysis skills (Kliem & Ludin, 2019). Plus,
there managerial skills will be enhanced because they will assess strategies and then recommend
best available option. Thus, it can be said that role modelling should be used by NatureCare
Products to remove lack of manpower. It can train customer service representatives for better
results.
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3. Details of recommended option including cost, location and duration
The role modelling has been chosen as the formal training option in effectual manner. It
will prove to be beneficial for NatureCare Products to handle its new retail outlets at three
locations of Australia. The duration of role modelling training will be 2 months which will be
conducted by the experts in the field. The cost of course will be according to industry standard.
On the other hand, location of the training will be in Brisbane office. Moreover, it can be said
that training would be given to employees of different skills. This will give NatureCare Products
to attain desired efficiency to serve its customers in new outlets in Brisbane, Sydney and
Melbourne.
4. Sending memo to the CEO
September 18, 2019
To: The CEO
From: Operations Manager
Subject: Training requirement for customer service representatives
Due to the lack of skilful manpower, training option has been made available to train customer
service representatives who are interested in taking part in management. They have excellent
company and product knowledge, however, lacks in managerial skills and knowledge.
To eradicate this, role modelling training option has been recommended out of many. The
duration of role will be 2 months and held at Brisbane office. This will provide efficiency to
NatureCare Products to handle new retail outlets in a better manner.
TASK 5
1. Summarising risk management process
The risk management process for NatureCare Products has been made. It can be analysed
that it was easy to identify risks because of staff input made available at right time. Moreover,
weather updates from Australia Meteorology department were attained from regular intervals
because it affects company’s skincare products up to a major extent. On the other hand, staff has
responded in a beautiful manner and understood that expansion of business is necessary (Hopkin,
2018). While, risks identified in the risk management process are made with due market research
and availability of resources, thus, all risks are identified and no lags can be found.
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2. Assessing the risk management policy of NatureCare Products used for business expansion
project
The risk management policy had been disclosed in the company’s policy for business
expansion. It is being listed that NatureCare Products currently has a risk management policy
and procedure in place. However, for reviewing risks for business expansion, CEO and
shareholders had decided to study and make risk management plan so that risks can be mitigated
at the earliest (Coyle & Fair, 2018). This will prove to be beneficial for company in the long-run.
Hence, it was mentioned that NatureCare Products existing policy and procedure for risks were
present.
3. Principles of NatureCare Products risk management policy and procedure consistent with
AS/NZS ISO31000:2009 Risk management principles and guidance
The principles of risk management policy and procedure are consistent with AS/NZS
ISO31000:2009 framework. It is listed in the standard that principles are related to generic
guidelines on the basis of risk management. Moreover, it can be used in company be it private,
public, association, community enterprise, group or individual basis. Moreover, ISO standard can
be applied throughout the life of organization and its activities such as functions, operations,
processes, services, products etc.
4. Specific provisions for provision of staff training on risk management
The provisions of Work Health and Safety Act 2011 can be applicable to the
organization. It is required that all workers should identify hazards, assessing and prioritizing
risks and implementing control measures. On the other hand, there are provisions of staff training
on risk management. NatureCare Products has provisions such as conducting training sessions on
regular intervals for risk aversion, coaching and mentorship from inside and outside consultants
in effectual way. Company has assigned clear role to employees to work and fight against risks.
Thus, all provisions are taken by firm.
5. Recommendation changes to the risk management process
Hereby it can be recommended that risk management process should be improved by
being positive. It is required that being optimistic in whole process will surely boost employees’
confidence and workplace environment will be enhanced (Borkovskaya, Degaev & Burkova,
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2018). Further, it is needed to take responsibility and ownership by concerned persons so that
risk management process can be a success. Thus, by applying such recommendations, firm can
improve upon its risk management process in the best manner possible.
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REFERENCES
Borkovskaya, V., Degaev, E. & Burkova, I. (2018). Environmental economic model of risk
management and costs in the framework of the quality management system. In MATEC Web
of Conferences (Vol. 193, p. 05027). EDP Sciences.
Chea, L. & Huijsmans, R. (2018). Rural youth and urban-based vocational training: gender,
space and aspiring to ‘become someone’. Children's Geographies, 16(1), pp.39-52.
Coyle, A. and Fair, H. (2018). A human rights approach to prison management: Handbook for
prison staff. Institute for Criminal Policy Research Birkbeck, University of London.
Hopkin, P. (2018). Fundamentals of risk management: understanding, evaluating and
implementing effective risk management. Kogan Page Publishers.
Jones, M. and Dexter, S. (2018). Teacher perspectives on technology integration professional
development: Formal, informal, and independent learning activities. Journal of Educational
Multimedia and Hypermedia, 27(1), pp.83-102.
Kliem, R.L. and Ludin, I.S. (2019). Reducing project risk. Routledge.
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