DFMB3ASv1: Business Management Skills Report for Finance Company

This report, focusing on business management skills, presents a detailed analysis of growth plans and promotional strategies for Capital City Finance and Mortgage Brokers (CCF & MB). It includes two distinct growth plans, emphasizing relationship development with existing and potential clients, outlining objectives, success indicators, essential policies, market research, action plans, and resource requirements. The report further delves into promotional strategies, encompassing industry and market research, competitor analysis, and the promotion of financial services. The report addresses various tasks, including improving business operations and managing team effectiveness and performance. It also covers topics like organizing events for employees, seeking support for charity, and assessing team performance. The report concludes with an examination of specific questions related to business management.

Business Management Skills
DFMB3ASv1

TABLE OF CONTENTS
TABLE OF CONTENTS..............................................................................................................2
TASK 1............................................................................................................................................4
Writing the two growth plan.......................................................................................................4
TASK 2............................................................................................................................................7
Task 2: Question 2....................................................................................................................11
Task 2: Question 3....................................................................................................................12
Task 2: Question 4....................................................................................................................14
TASK 3..........................................................................................................................................15
question 1..................................................................................................................................15
question 2..................................................................................................................................17
Question 4.................................................................................................................................19
Task 4 — Improving the business.................................................................................................20
Task 5 — Managing team effectiveness and performance............................................................24
Question 1.................................................................................................................................24
Question 2.................................................................................................................................25
Question 3.................................................................................................................................25
Question 4.................................................................................................................................26
For this the colleagues will be asked to organise the events for other employees and also
seek support for charity and also for non- business purpose..................................................26
Question 5.................................................................................................................................26
Question 6.................................................................................................................................27
: Question 7...............................................................................................................................27
Question 8.................................................................................................................................27
Task 6:............................................................................................................................................28
Question 1.................................................................................................................................28
Question 2.................................................................................................................................28
Question 3.................................................................................................................................29
Question 4.................................................................................................................................29

Question 5.................................................................................................................................30
Question 6.................................................................................................................................30
Question 7.................................................................................................................................30
Question 8.................................................................................................................................31
Question 9.................................................................................................................................31
TASK 7..........................................................................................................................................33
Question 1.................................................................................................................................33
question 2..................................................................................................................................33
Question 3.................................................................................................................................34
Question 4.................................................................................................................................34
Question 5.................................................................................................................................35
Question 6.................................................................................................................................36
Question 7.................................................................................................................................36
Question 8.................................................................................................................................37

TASK 1
Writing the two growth plan
Growth Plan 1
Background
in the present growth plan the major focus of the company will be on the development of the relationship
with the people which already related to the company. this simply involves the existing real estate agents,
accountant and legal firms which are already connected with the company. The maintenance of good
relation is very important for the company because in case clients will not be happy and satisfied then this
will be affecting the working efficiency of the company that is Capital City Finance and Mortgage Brokers
(CCF & MB).
Vision statement
The vision is the statement which outlines the future prospect on which company lay focus in order to
improve the business. The vision of the Capital City Finance and Mortgage Brokers (CCF & MB) involves
becoming the best choice for the consumer for lending and broking services.
Objective/s of the organisation
the objective of the company is to increase the sales of the company and to increase the number of clients
in order to improve the performance and profitability of the company. this is the most common objective
because it will be including a focus on increasing the sales which in turn will increase the overall
profitability of the company.
Objective/s of the growth plan. What will be the success indicators?
the objective for this particular growth plan is to work in improvising the relation with the existing lenders
and people within the company. already there are many existing lenders which exist with Capital City
Finance and Mortgage Brokers (CCF & MB) and good relation need to be maintained with them so that
they do not shift to any different company.
Essential policies and procedures
There are different types of the policies and procedure which need to be followed in order to maintain
good relation with existing consumers.
The first policy relates to the communication with these parties so that there is not any issue. The clear and
effective communication will result in better motivation to other clients to communicate with company.
in addition to this another policy relating to the maintenance of good relation with the client and other
consumer is to be stay humble. This is because of the reason that when the Capital City Finance and
Mortgage Brokers (CCF & MB) will be humble with the client then this will motivate them to work in better
and effective manner. this is very necessary for the reason that when the company will be kind and
generous then this will attract the consumer to remain in contact with the company for longer.

Market research
The market research involves the analysis of the market in order to evaluate the latest trends present
within the market relating to maintaining good relation with others. there are many different methods and
tools which are assistive in order to improve the working of company.
Relationships (maintain, strengthen, grow) and appropriate growth targets. Prioritise the
relationships.
The maintenance of relation with panelled lender it good and need to be strengthen. Hence, for this it is
necessary that there must be increase in sales by 5 % from the panelled lenders.
Along with this the relationship with commercial lenders and asset finance need to be improved as these
are less.
Action Plan (repeat as required)
Due Date Task Task Owner Resources required
25/05/2022 the task is to increase the
sales by 5 % from
panelled lender
top management of
company
resource required is the
effective marketing and
communication tools
26/05/2022 try to improve relation
with commercial
lenders
management of company effective communication
strategy
Funding required
the funding required for this growth plan is high as the marketing and communication technology need to
be used in order to attract and maintain good relation with existing and new consumers. the funds required
will be approximately AUD300.
Work practices review (What supports the plan and what might need to change)
For the work to be completed in proper manner it is very necessary for the company to use the proper
work practice so that proper and cordial relation are being maintained.
Who will need to be consulted during implementation?
for this top management need to be consulted
How will you monitor the implementation and adjust as required?
For monitoring of the plan the use of benchmarking will be applied.

Growth Plan 2
Background
In this present case the Capital City Finance and Mortgage Brokers is planning to build good relation with
the potential clients who are not connected with the company till now and might get connected in future.
Vision (how you developed, reviewed and finalised the vision)
The vision of the company is developing good relation with the potential and new budding agents and the
lenders with the company.
Objective/s of the organisation
The objective of the company Capital City Finance and Mortgage Brokers is to attract large number of new
consumer or the client in order to improve the efficiency of the business as well.
Objective/s of the growth plan. What will be the success indicators?
This growth plan has the following objectives-
To increase the number of new lenders and clients by at least 20 % in the first month of year.
To increase the sales by at least 13 %.
Essential policies and procedures
The policy will be involving relating to effective marketing of the product and services by Capital City
Finance and Mortgage Brokers. this is necessary because when the effective marketing will be done then
this will be improving and attracting more consumers.
Along with this another policy will involve providing better discount and other attracting offers to the
potential consumers. This is necessary because when the benefits will be provided then this will be
improving the efficiency of the company to a great extent and this will be resulting in increase in sales of
the company.
Market research
With respect to the market research, the data need to be analysed that which type of consumer are being
present within the market to focus on. this will provide a base to the company in deciding the fact that
whether the correct target group is being focused or not.
Relationships (maintain, strengthen, grow) and appropriate growth targets. Prioritise the relationships.
Good and effective relation need to be maintained with the potential and new clients. this is because in
case the relation will not be good then this will be affecting the working efficiency and profitability of the
company. thus, company has to grow the relation with the potential consumer so that sales and
profitability can be increased.

Action plan (repeat as required)
Due date Task Task owner Resources required
25/05/2022 To promote the
marketing of product and
services to new
consumers
Marketing team Different social media
marketing platforms, IT
tools and techniques,
computers and related
products.
27/05/2022 To analyse the strategies
of competitors that how
they attract the new and
potential consumers.
Marketing and research
and development team
Different secondary data
and annual report of
competitors.
Funding required
More funding is being required by the company as this will be improving the sales of the company. this is
necessary because in order to implement the action plan and the different types of the policy as well. the
requirement for funding of this growth plan is AUD265.
Work practices review (What supports the plan and what might need to change)
For the work practice review the support required is the financial and technological.
Who will need to be consulted during implementation?
The top management and the manager of the growth plan will need to be consulted.
TASK 2
Promotional Plan 1
Industry research (What industry are we in?)
The industry within which Capital City Finance and Mortgage Brokers is being working is the finance and
broking industry. this is the industry wherein the company relates to the finance industry in which
company deals with the broking and lending requirement of clients and people in need.
Market research (identify target markets, products and services)
The target market for Capital City Finance and Mortgage Brokers includes the big businessmen. this is
because of the reason that when the company will be targeting the large businessman then this will be
increasing the work in better and effective manner. this is pertaining to fact that the big business requires
more finance and in order to avail the finance they have to take help of the finance and mortgage
companies.

Competitor analysis (minimum of two (2) competitors)
Basis Capital City Finance and
Mortgage Brokers
Mortgage Broker
Australia
Clark finance group
Price The prices charged by
the company are on the
basis of penetration
pricing methods.
This company
implements the use of
price skimming pricing
strategy to be charged
with the consumers.
For this company the
use of competitive
pricing strategy is being
implemented.
Place Both the online and
offline facility is being
provided.
The use of only offline
facility is being used.
Combination of both
offline and online
method is being used.
Business current position
Currently the company is present in good market position as the profits of the company are increasing and
this will be improving the working efficiency of the company as well. the position is competitive because of
the reason that already the company is charging low price and because of this the competitive position is
very high.
Products and/or services to promote
The new product and service being offered by the company for the new range is to provide all the services
to the new and potential consumers. the company offers different types of the services like commercial
lending, home loans, personal and motor vehicle finance, insurance and many other different services. this
promotional plan is being used in order to promote these services to other new and potential target.
Objectives and targets of the promotion
The objective of the promotional plan are as follows-
To increase the number of new consumers by 14 % with the existing product and services.
To enhance the investment within the marketing activities by 6 % so that more new people can be
attracted.
Promotional tools and strategy
The use of social media strategy will be used in order to promote the product and services of the company
to the new and potential consumers.
Along with this the different discount and other benefits will be provided to the consumer so that they use
the services of the company.

Promotional Plan 2
Industry research (What industry are we in?)
The industry which is being dealt by the company is the finance industry. this is because of the reason that
this is the company which deals in providing loans and finance to the company or the required party.
hence, for this it is necessary for Capital City Finance and Mortgage Brokers to work in better manner so
that they are good in the industry practice.
Market research (identify target markets, products and services)
With the help of the of the market research it is clear that the new innovation being brought within the
operation involves the facility of customisation. This is very important for the reason that when the facility
of customisation will be provided to the client then this will be improving the efficiency of the company.
this is because when this facility will be provided to the consumer or the client then they can make the
changes in the policy according to their requirement. hence, this will be providing a competitive benefit to
Capital City Finance and Mortgage Brokers.
Competitor analysis (minimum of two (2) competitors)
Basis Capital City Finance and
Mortgage Brokers
Blutin finance Freedom Lend
Services The new facility of
customisation will be
provided to the
consumer
Here no facility of
customisation is being
provided to the
consumers.
The focus on the fixed
policies is only being
implemented within this
company.
USP Bringing continuous
innovation is the USP of
this company.
To provide the fixed
pattern of the working
and the services is the
only aspect which
company provides.
The USP of the company
is its competitive prices
which they charge to the
client.
Business current position
Currently the company is working at good market position and with the implementation of the new
innovation the position of Capital City Finance and Mortgage Brokers will be improving to a great extent.
Products and/or services to promote
The new product or the service which Capital City Finance and Mortgage Brokers will be providing is the
facility of customisation. within this customer can choose the time of paying the interest and the principal
amount according to their convenience.

Objectives and targets of the promotion
The objective of the current promotional plan are as follows-
To increase the number of consumer by 16 % with the help of new innovative service.
To increase the number of repeated consumer by 5 % in order to improve the working of the company.
Promotional tools and strategy
The promotional tool and strategy being used within the promotion of new facility of customisation will be
done with help of social media marketing. this is very necessary for the reason that currently more people
are using social media and promotion with its help will be beneficial and will increase the sales to a great
extent.
Task 2: Question 2
Implementing
the
promotional
plan 1
Task Steps required Resources
required
Who will
complete this?
Date to start Date to
complete
Having
effective
financial
resources
Assessing the
significant
needs of all
functional area
Significant source
of financing
Financial
manager
1/06/2022 5/06/2022
Possessing
right
personnel
Conducting
recruitment
procedure for
having higher
skilled
employees for
accomplishing
the
organisational
objective
Knowledge about
the required
position
Human
resource manger
6/06/2022 8/06/2022

Implementing
the
promotional
plan 1
Task Steps required Resources
required
Who will
complete this?
Date to start Date to
complete
Conducting
significant
marketing
technique
Recognition of
the highly
effective
technique
influence the
targeted
audience
Proper market
network to build
good brand
awareness ,
significant
personnel which
has significant
skills & attributes.
Marketing
manager
9/06/2022 18/06/2022
Implementing
the
promotional
plan 2
Task Steps required Resources
required
Who will
complete this?
Date to start Date to
complete
Situational
analysis
This can be
conducted by
having the
application of
technique such
as market
analysis for
gaining insights
about industrial
practice
Effective market
network so that
effective proper
identification of
trends can be
identified
Strategic
manager
20/06/2022 25/06/2022
Building
proper
communicatio
n channel
This can be
exerted by
having common
platform for
eliminating
Having significant
technological
awareness among
employees
Human
resource
manager
26/06/2022 28/06/2022

Implementing
the
promotional
plan 2
Task Steps required Resources
required
Who will
complete this?
Date to start Date to
complete
Having
public
relationship
practices
It involves
having
significant
communication
with the
targeted
audience
Possessing proper
presence on
online platform
Marketing
manager
29/06/2022 05/07/2022
Task 2: Question 3
Student response to Task 2: Question 3
Monitoring
the
promotional
plan 1
Marketing
plan
targets
Monitorin
g process
Period one Period two Period
three
Period
four
Average
Inclining
number of
consumer
by 14 %
Customer
conversion
rate
06/07/2022-
16/07/2022
17/07/2022
-
27/07/2022
28/07/2022
-
08/08/2022
09/08/2022
-
19/08/2022
N/A
Inclining
marketing
actions by
6%
Bounce
rate
20/08/2022-
30/08/2022
01/09/2022
-
10/09/2022
11/09/2022
-
20/09/2022
21/09/2022
-
30/09/2022
N/A
Maintaining
quality work
by 20%
Paying
attention
on
customer
satisfaction
01/10/2022-
10/10/2022
11/10/2022
-
20/10/2022
21/10/2022
-
31/10/2022
01/11/2022
-
10/11/2022
N/A

Monitoring
the
promotional
plan 2
Marketing
plan
targets
Monitorin
g process
Period one Period two Period
three
Period
four
Average
Enhancing
number of
consumer
by 16 %
Variance
analysis for
identifying
the
prevailing
deviation
between
actual and
predetermi
ned
11/11/2022-
-
15/11/2022
16/11/2022
-
20/11/2022
21/11/2022
-
25/11/2022
26/11/2022
-
30/11/2022
N/A
increase the
number of
repeated
consumer
by 5 %
Repeated
customer
rate
31/11/2022-
05/12/2022
06/12/2022
-
10/12/2022
11/12/2022
-
15/12/2022
16/12/2022
-
20/12/2022
N/A
Developing
innovative
action for
resolving
customers
problems
Feedback
mechanism
for
identificatio
n of
problems
21/12/2022-
25/12/2022
26/1022022
-
31/12/2022
01/01/2023
-
05/01/2023
06/01/2023
-
10/01/2023
N/A
Task 2: Question 4
Student response to Task 2: Question 4
Adjusting the promotional plan 1
Identified task requiring
adjustment
Changes required
Social media
inconsistency
For this purpose, the attention will be paid on having the significant
evaluation of h gaining the understanding regarding the proper time
duration for identifying the prevailing activities through focusing on content

management to get required results.
Improper feedback
mechanism
There is need of developing tow way communication channel in turn proper
understanding related to customers problems can be identified to offer the
reliable solutions.
Ineffective handling of
website
Using animated site navigation technology for proper easiness to meet the
requirement of clients in turn reliable outcomes by handing with relevant
results can become possible.
Adjusting the promotional plan 2
Identified task requiring
adjustment
Changes required
Content management This can be exerted by hiring the greater professional who has
specialisation in content management through understanding that
information should be provided with full disclosure& management.
Lack of Continuous
management of
innovation
it can be exerted by paying attention on having market research to
understand prevailing demand of customers in turn higher productiveness
can be achieved by offering suitable service
Require to pay attention
on more customisation
by training & developing
employees
It requires to boost the morale of employees to communicate with
clients effectively in advanced manner so that quality service can b e
offered.
TASK 3
question 1
As part of the new responsibility the context of CCF & MB is that there are many different types of the
risk which they might face while working in external environment. there are different boundaries or the
limitation which affect the working of the company to a great extent. this is particularly because of the
reason that when the working will not be good and in accordance to the requirement then there might
be different risk being faced. in the present case of implementation of the promotional plan and new
strategies there are different risk which CCF & MB will be facing.
Thus for managing this it is very necessary for the company that they must evaluate the regulation
which they need to follow. this is very essential for the reason that in case the working of the company
will not be in accordance to the requirement then this will be affecting the working efficiency of the
company. The regulators are the government agency and the authorised body selected by government.
these are authorised to make the regulation and CCF & MB need to comply with these regulations.

There are different techniques which are used in order to evaluate the risk. For this CCF & MB
undertakes the use of effective market research and this is assistive in evaluating the risk which might be
faced by the business.
The stakeholders are essential in order to consult for managing the risk in proper and effective manner.
These stakeholders involve both that is internal and external for managing the risk in proper and
effective manner. In case risk need to be minimised then this need to be consulted with the
stakeholders. This involves employee, investors, owners, manager, competitors, government and others
as well.
The tool used in evaluating the CCF & MB risk will be SWOT analysis. This is used in order to evaluate the
working of the company in proper and effective manner and try to find the areas where the working is
not good then the risk can be identified.
Risk register
Risk Likelihood Impact Mitigating strategy
Strategic risk High Medium For this continuous
analysis of the strategy
and effective
monitoring will be
undertaken.
Compliance risk Moderate Low The strategy for
minimising the risk
involves ensuring time
to time review of the
laws and regulations.
Financial risk High High For this it is very
necessary that all the
limited finance need to
be optimally used so
that maximum benefits
can be gained.
Operational risk High High For the mitigation of
operational risk it is
necessary that proper
process is being
followed and
compliance with all the
process is proper.
Market and
environmental risk
Moderate Low For the mitigation of
this risk it is necessary
that proper market
research is being
conducted so that any
change can be
implemented in proper

and effective manner.
Reputational risk Low Moderate For this proper
promotional activities
need to be followed so
that reputation can be
improved in proper and
effective manner.
question 2
To: Management @ CCF & MB
Subject: outlining the risk and its analysis
Dear management,
This mail is being written in order to analyse the various risk which our company is facing right now.
With the evaluation different risk are being identified such as financial, reputational, operational,
compliance, strategic, market and other related risk. All these risk affects the working and operational
efficiency of the business. Thus, with the help of the prioritisation of the risk, these risk were evaluated.
Hence, for this it is necessary that risk is being ranked on the basis of the likelihood and this will help in
evaluating the importance of each and every risk which the business is facing.
Also, some of the suggested ways are being analysed in order to treat the risk in better and effective
manner. This is necessary for the reason that in case the risk will not be solved then this will be affecting
the working efficiency of the company to a great extent. The most common strategy for mitigating the
risk is the effective market search and this will be providing a base to the company for making the
strategies in better terms. Another mitigating step is to optimally utilise all the resources whether be it
financial, operational or any other. This is because of the reason that when the limited resources will be
used in proper manner then this will be improving the working efficiency of the company and resources
are well.
Question 3
Risk evaluation and treatment map
Risk
identified
(through
analysis)
Likelihood
(risk
evaluation
criteria)
Consequence Treatment
(comment if risk
should be
escalated to
management for
supervision)
Mitigate identified
risks
(provide
recommendations
to mitigate risk)
Monitor
(include how to be
monitored and how
often to be
reviewed)

Strategic risk High Medium It is required to
be controlled as
it can negatively
influence the
processing
This can be
mitigated by
having effectual
strategic
management by
executing proper
involvement of
employees so that
higher innovative
ways to conduct
practices
KPI can be
established so that
comparing the actual
& standard
outcomes
Compliance
risk
Moderate Low Proper market
research for
identifying new
laws as can not
be avoided
This can be
mitigated by
proper
standardised
activities
Comparing with
competitors to get
details of lacking
Financial risk High High Required of
treatment as
negatively
impact on firm
can be occurred
Diverse sources of
finance
It can be managed
by having proper
identification of
needs an d checking
its fulfilment.
Operational
risk
High High Need
treatment
Having effectual
segregation of
roles &
responsibilities for
avoiding
duplication
Operation key
performance
indicator
Market and
environment
al risk
Moderate Low Requires focus Proper industrial
evaluation
Bench marking
Reputational
risk
Low Moderate Requires focus Higher effective
marketing
practising
Customer retention
rate
Question 4
In the working environment the two risk has been escalated as operational and reputation which has
offered adverse impact on the firm due to various ineffective practising in firm . These both the risks have
been escalated due to the improper control which has adversely affected the overall processing of the

organization which can not help in accomplishing the proper ability to sustain in market for longer
duration.
Risk Current Escalation
factor
New Recommend
ed controls
Who needs to
be informed
L C L C
Reputation risk Low Modera
te
Improper
identificati
on of
suitable
technique
of
marketing
High High
Conductin
g
digitisation
marketing
practices
for giving
significant
insights
about fair
& reliable
actions
taken by
the firm
for
offering
suitable
technique.
This can
help in
achieving
the
significant
procedure
of creating
good
brand
images so
that
effectual
positioning
can be
done.
Marketing
manager
Operational
risk
High High
Insignifican
t
accomplish
ing o f roles
responsibili
ties
High High Proper
accountabi
lity
developing
procedure
for having
better
Operational
manager

conducting
of actions
with care
&
responsibil
ities.
Ensuring
that
proper
understan
ding
regarding
their role
significanc
e can be
provided
in turn
higher
operationa
l
activities=
can be
exerted.
Task 4 — Improving the business
Prioritizes:
It has the priority of offering the services of commercial lending, personal & motor vehicle, etc so that
customer can be helped to meet their requirements.
Objectives:
To growth effectively by establishing effective promotional plan so that customized service scan be
offered within the end of the year
To comply with the organizational values & legal requirements effectively so that quality services can
be inclined by competing the prevailing competition in the industry.
To get the precise & required level of the skills among the employees by offering them training &
development in effectual manner within the year
Needs and requirements :
The company need to get the significant promotional plan and training & development in turn higher
effective services offering to meet the objective of giving the customization outcomes to clients. The
firm need higher effectual personnel, financial, etc. resources so that significant proceeding can be
developed. The firm requires to meet the mortgage requirements of clients by having effective
financial planning skills possessing employees.
CCF & MB’s competitive advantage:

There are different form of the competitive advantages which are basically possesses by the firm that
can aid in achieving the proper ability to coordinate with the prevailing circumstances so that
accomplishing the organisational objectives can become possible. For this purpose the VRIO method
wil be applied for gaining the precise details.
Valuable Rare Inimitable Organized Competitive
advantages
Marketing
expertise
yes No Can be imitate
by competitors
Yes Temporary
competitive
advantage
Customer
network &
loyalty
Yes Yes Can be imitate
by similar
organization
Yes competitive
advantage
Brand
positioning
comparison to
competitors
Yes No Easily imitable Yes Sustainable
competitive
benefits
Skilled
employees
Yes No Yes Yes Moderate
competitive
benefits
Financial
resources
Yes No Can be imitate
by other firms
in industry
Yes Sustainable
competitive
benefits
On the basis of the above provided model it can be mentioned that VRIO is one of the significant
model that is helpful in gaining proper insights about the competitive advantages prevailing in firm.
The competitive edge which is related with sustainable which involve financial resources, brand
positioning and customer loyalty and network so that effective results achieving has become possible.
These mentioned competitive benefits are helpful in attaining the significant competitive advantage
can be derived. On the basis of this, it can be articulated that these all are helping firm to get
competitive business activities in offering customization services.
SWOT analysis:
It is one of the crucial tool that aids in gaining the proper information about the
organization's strengths, weaknesses, opportunities and threats. It allows to get the significant
information regarding the prevailing lacking areas so that improvement action can be
implemented.

Strengths
Thee are distinct form of the strengths
which is possessed by the particular
organization which involves good knowledge
of customer needs through enabling offerings
of innovative processes, brand image,
financial resources and technological
advancement. In addition to this, there is
good level of compliance with requirement
of industrial legal rules & regulations. These
all are permitting the business to derive the
competitive position in market so that
effectual processing can be developed,
Weaknesses
there are certain lacking areas h which are
required to be overcome for the purpose of
having effectual functioning in turn better
working environment can be developed.
This involves lack of training & development
activities for skilled employees and ineffective
marketing activities. In addition to this, lack of
focus on having customer feedback
mechanism is provided to understand
requirements.
Opportunities
There are various form of the opportunities
which can be attained by the particular firm is
having higher sales revenue by merger &
acquisition partnership, etc. possessing
greater focus on emerging on digital platform.
These all can provide assistance in receiving
the reliable ability to cover greater market
share and higher profitability margin.
Threats
There are few risks which can hinder the
overall performance of the organization in
adverse manner which is required o be
emphasized that includes higher competition,
continuous changing requirements of
customers and higher legal compliance. These
all can negatively affect the overall processing
of organization.
Benchmarking data & key indicators :
There are various objectives of the organization which are required that are required to be
attained by the firm for having the successful operating in industry. The benchmarking has
been established with the help of the predetermined objectives so that significant standard
can be attained for giving the clarity about the roles and responsibilities of employees. It has
allowed the staff to get the reliable & relevant clarity about the prevailing expectations such
as attaining inclined customers by 16%, etc. so that comparing it with actual derived outcomes
so that deviation identification can become possible. These are the ways in which the
benchmarking has been established. For the key indicators are the KPI has been selected so
that ability to measure the performance of the derived results can be estimated. The KPI that
ha been taken into the procedure involves customer conversion rate so that measuring &
comparing performance can be exerted in effective manner.
Consolidated list of the areas for improvement:
From the evaluation it can be mentioned that the areas of improvement involves marketing action,
training & development practice and feedback mechanism to offer customised service.

Cost benefit
ratio for areas
for
improvement
= (cost/
benefit)
Capital City Finance
and Mortgage
Brokers (CCF & MB)
Clark
Finance
group
Freedom lend Bespoke finance
Marketing
technique
12000/12000=1 11000/1300
0= 0.84
10000/12000=
0.83
12500/15000=0.83
Training &
development
practice
18000/15500 = 1.161 18500/2400
0=0.77
17500/25000=0.
7
20000/25500 = 0.78
Feedback
mechanism to
offer
customised
service
25000/22500= 1.11 25000/4500
00=00.055
18800/30000=0
0.62
45000/50000= 0.9
On the basis of the provided information it can be mentioned that the CCF & MB will be able
to get positive outcomes via conducting these mentioned course.
Stakeholders to reach agreement on the areas of improvement and the success factors:
For marketing & in feedback mechanism improvement the stakeholder who is responsible
involve marketing manager. For training & development practice the HRM manager will be
contacted. The success factors are customer retention, effective utilisation of technologies
and good financial resources.
Recommendations and action plan
Recommenda
tions
Resources Action for achieving
it
Success criteria Targeted
Market
research
Proper need for
marketing efforts &
identifying trend by
possessing effective
employees
Higher effective focus
on ensuring that
employees are
working according to
collected data
Customer conversion
& bounce rate
10/01/2023
Feedback
mechanism
implementati
on
Good network in
market
Having significant
emailing processing
for gathering insights
about offered
information
Customer satisfaction
rate
20/01/2023

Task 5 — Managing team effectiveness and performance
Question 1
There are different kinds of the activities of the activities which are required to be exerted by the team
members for having the proper execution of the company in turn higher profitability and sustainability
can be derived. There are the different stakeholders who are responsible for these activities which are
mentioned below whom need to contact with fro allocating the responsibilities.
Work plan template
Action Allocated to Responsibility Time-frame
allocated
Identifying the
needs of customer
Jennifer De Responsible for having the
appropriate following process with
the current and potential
customers so that identification of
current needs can become
possible.
2 weeks
Conducting proper
communication
with client
Louise Spence Need to coordinate with the
clients to understand their
prevailing problems and
expectations which are not been
treated properly so that
significant planning for meeting
their financial requirements
2 weeks
Risk recognition &
mitigating
Michael Spence As having greater experience in
industry need to pay attention on
having the good identification of
risks so that eliminating them by
taking suitable action
3 weeks
Resolving conflict
of management
Martin Long As having the diverse experience
can accomplish the role of
resolving the conflict of
management by taking appropriate
action to communicate properly
2 weeks

Ensuring the
quality & efficiency
in its processes and
optimum
utilisation of
resources
CCF & MB Can properly ensure that better
conducting of processing is exerted
by taking the relevant action via
eliminating non crucial aspects so
that higher effectiveness in overall
conducting can become possible.
3 weeks
Compliance with
the legal
requirements of
industry
Luis Ramirez Identifying the new rules &
regulations prevailing in industry
which can be adopted for having
significant coordination with
requirements of clients by having
reliable planning & management
2 weeks
Question 2
In order to have the proper qualitative and quantitative performance the process which is required to
be followed for gaining the significant functioning process is having the reliable execution of key
performance indicator. KPI are concerned with both qualitative and quantitative outcomes so that
reliable results comparison with estimated figures can be done. There are different form of the
criteria includes gross, net profit, employees contribution, etc so that achieving the ability to
standardised performance can become possible. There are different form of the way which can be taken
into the process by the organisation for enhancing the morale and motivation of employees so that
higher productiveness outcome can be derived. KPI is one of the significant indicator that helps in
achieving the ability to understand the requirements of organisation for the standard results which
need to be offered.
This helps in gaining the ability to employees to ensure that they offer the reliable qualitative and
quantitative in benchmark manner. This as well helps in identifying the causes for the prevailing
deviations regarding favourable & unfavourable performance. This tends to give the ability to meet the
requirements and objectives in highly effective manner. On the basis of this it can be identified that fro
achieving the objectives the organisation can focus on key performance indicator.
Question 3
Team member input into planning, decision-making and operational aspects of tasks can be exerted
by establishing participate leadership approach. It can be exerted by enabling them to understand their
contribution success of organisation so that innovative action for growth can be attained. This can
allow to get the involvement of employees in overall processing.
Question 4
Dress code
The official dress code must be followed by employees in order to improve the working and
efficiency. Proper and sophisticated dress must be provided to the employee so that proper decorum
and discipline.

Cyber security
For this the internet usage is also fixed for each of the employee and over that the limit is not
provided. Along with this the cell phone and corporate mail is also provided to the employees for
communicating internally. Further the social media is also allowed to the employees for promoting the
services of business.
Conflict of interest
For the conflict of interest, a procedure is being set which need to be followed by the employees
in case of any conflict.
Employee relationship
For this, proper management is being undertaken for the effective relationship maintenance.
Also informal sessions will be organised in order to improve the relation being present within the
employees.
Workplace visitor
For this proper time is being set for the employees to meet to the visitor who have come to visit
with worker. Before entering into the premises all the personal details of visitor is being recorded.
Solicitation and distribution
For this the colleagues will be asked to organise the events for other employees and also seek support
for charity and also for non- business purpose.
Question 5
There are different form of the benefits which can be derived by having the effective evaluating and
monitoring process so that effectual identification of the prevailing lacking areas can be done to get the
significant insights about the limiting aspects. It aids in recognising causes & effects, having effective
ability to implement the improvement actions, etc. On the basis of the information it can be
interpreted that these are the benefits which can be obtained from having effectual evaluating &
monitoring process.
Question 6
Performance management process document is very important as it help the organization to be able to
track the performance of the organization and also be able to provide the extra support that is required
for handling the higher level training. It is also required and deserved for being able to raise the process
and maintain the high standard which the organization is having. This is also considered to be the key
towards the ways in which the organization is able to provide the collaborative, communication-based
process in which the employees and management work together in order to work to plan, monitor and

review the employee objectives.
: Question 7
Recognition feedback is about giving a positive feedback to the results based on the performance of the
workers hence is also considered to be the factor that is able to raise the recognition for giving the
informal information. Continuous performance management is the modern, human cantered approach
to the promotion of the evaluating the and improving the ways in which the trusted employees and
environment are able to make the employees feel the control over their own development. Non-
financial ways of rewarding the employees is through flexibility at work, rewards and recognition and
also providing an extra day off.
Question 8
For the management of performance process, the following steps will be followed in order
to implement the training need and program-
Time Topic/Content Resources required
1 week Set up performance management
system
The resources required for the effective
setting up of the performance management
system is to set proper and clear objectives
and that need to be SMART.
1.5 week Conducting effective performance
conversation
For this the resource required is appropriate
communication channel which will be
assistive in communicating with others.
2 week Conducting performance evaluation For this the resources involves the evaluation
form with help of which the performance will
be evaluated.
2.5 week Motivating the employees For this the resources will involves both
monetary and non- monetary resources for
motivating the employee in better and
effective manner.

1 week Locating downloadable resources For this the website is being made wherein
all the data will be uploaded and the steps
which need to be followed. This website will
assist in improving and complying with all the
steps in better and effective manner.
Task 6:
Question 1
For providing the constructive feedback to Martin I would be focusing on the ways in which I can
develop the trust. For this I would need to keep a proper balance about both the positive and the
negative aspects of the ways in which the Martin would be able to understand that some equipment’s. It
will be very important to be very specific towards the types of information that is to be provided. Talking
face to face is also going to be very essential for the feedback to be very personal in nature. It would be
very essential to be make it consistent.
Question 2
There are distinct form of the processes which can be used to evaluated for the current purpose of
evaluating the performance in ore to recognise the lacking areas so that executing the improvement
action can become possible. The exercise for monitoring involves deriving actual results, comparing
with predetermined standardised criteria for recognition lacking areas and recommendation
improvement action. This can be exerted by variance analysis which helps in attaining the significant
evaluation of the performance can be done. This aids in having the better understanding about the
actual results so that comparing with standards so that evaluation of prevailing deviation can become
possible. This provides assistance in having corrective information for the purpose of giving feedback.
Question 3
Performance appraisal checklist
Evaluation criteria Rating 1–5 (5
best)
Team leader/general manager
comments
Attendance & punctuality 5 Martin is always on time, hence is never

missing any deadline.
Dependability 4 His experiences have helped us to develop
strong dependability in the organization.
Personal appearance 5 Martin is always well dressed.
Productivity 3 Due to his habit of maintaining quality.
Work quality 5 Is always efficient in maintaining quality.
Question 4
With help of the mentioned learning & development strategy the emphasis can be provided on having
effective outcomes. By following below mentioned plan the grater commitment and agreement can be
derived.
Capability area Learning and
development strategy
Required resources Start date End date
Data analysis Training Proper data analysis
tools like SQL, advanced
excel, etc.
15/01/202
3
25/01/202
3
Time
management
Coaching Significant information
regarding available time
& scheduling procedure
26/01/202
3
05/02/202
3
Effective
communication
Mentoring Proper communication
platforms such as
Microsoft team, etc.
06/02/202
3
15/02/202
3
Proper prioritizing
of activities
Training Significant material of
activities
16/02/202
3
26/02/202
3
Proper forecasting
of needs of
financial
requirements of
mentoring Higher studying via
connecting with clients ,
articles, journals, etc.
27/02/202
3
07/03/202
3

client
Strategic & critical
thinking
Coaching Case study evaluation 7
tutorial viability
08/03/202
3
18/03/202
3
Question 5
In order to be able to improve the performance of Martin it is very important to be able to understand
that analysation of the performance. This is going to help us in the management of the ways in which we
can communicate with Martin. Development of the goal is also very important for the creation of goals
that matter in the management of the expectations. It is also very important for martin to be able to
develop the accountability in Martin for being able to develop his understanding related to the work. It
is going to be considered to be the key towards the ways in which it can help the learners be able to
create new significance in the understanding of the ways in which they can managed. Encouraging the
feedbacks is also considered to be a very effective way through which the individuals would be able to
develop the operations that are essential in the organization to maintain the quality. Training is
considered to be the best way in which the Martin performance can be improved in the market. This is
going to help the individuals to be able gain the ways in which they can help the learners be able to
develop their understanding.
Question 6
In order to give Luis the recognition that he deserves the organization would need to give him more
opportunities that would help him to develop or provide the opportunities that are helpful for the
magnification of their performance. Offering Luis with non-monetary benefits are also going to be the
key behind the ways in which their success can be realised. This is going to help them to develop the
ways in which their performance can be developed. Providing them financial benefits such as bonuses,
holiday rewards or even appreciation would be very effective way of recognizing.
Question 7
In order to monitor the performance of Luis the monitoring that will be done is going to include the
continuous measuring of performance for providing the feedback on progress towards the goals. This is
going to help with the continuous monitoring for Luis which is going to help in the correction of the case
of suboptimal performance. This is going to help in the rather regular type of finding that is helpful for
the end of the year when it is too late. Appraising of the environment of continuous learning would help
the organization to maintain the ways in which the employees and their performance will be able to gain
the competencies that is going to help the organization be productive for the organization. Three ways
of monitoring the work would be including the technical monitoring, functional monitoring and also the
business process monitoring.
Question 8
Performance appraisal checklist
Evaluation criteria Rating 1–5 (5 best) Team leader/general

manager comments
Attendance & punctuality 5 Always in time with their work.
Dependability 4 Extremely accountable and
responsible.
Personal appearance 5 Perfect appearance.
Productivity 3 High quality less productivity
Work quality 5 Excellent quality of performance
Management capability 5 Very effective in the
management
Communication skills 4 Strong communication with
every individual
Delegation skills 3 Delegation is good not excellent
Question 9
In order to support the team the major action that will be taken into the procedure is to offer the
appropriate on of the leaning and development plan in turn reliable ability to solve their queries and
offering them confidence regarding the prevailing circumstances can become possible. These all
permit to gain the reliability ability regarding the effectual development for the skills and traits that
can allow to meet the delegated roles and responsibilities. The ensuring can be attained by achieving
the reliable assurance to Luis that all the skills will be helpful in accomplishing the overall growth &
development for achieving competitiveness.
Capability area Learning and
development strategy
Required resources Start date End date
Effective
communication skills
Effectual
implementation of
role play so that
significant
understanding about
the significance of
particular participant
can be identified
Proper communication
channels such as zoom
an other online
platforms.
19/03/23 25/03/23

Critical thinking Lectures can be
provided
Significant availability of
the tutor so that
effectual services can be
provided
26/04/23 05/04/23
Problem solving Effectual simulation
strategy of learning &
development can be
used
Having effectual
processing material,
instructor, other
resource, etc
06/04/23 15/04/23
Financial planning On the job & rotation
of learning &
development
approach
Availability of having
effectual trainer and
significant required
resource such as
templates, study
material, financial
resources, etc.
16/04/23 26/04/23
Offering higher
customer satisfaction
Experimental course
of action can be
adopted for having
the functioning of
offering greater
customer satisfaction.
Customers for
expressing their views,
significant availability of
financial and other
resources for conducting
porgrames, etc.
27/04/23 07/04/23

TASK 7
Question 1
There are different form of the organizational objective of having higher profitability, customer
satisfaction, effective quality offering, etc in turn accomplishing the goal. Key performance indicators
such as greater customer conversion rate inclining, reducing the bounce rate, greater per employee
contribution, gross, net profitability, revenue growth, customer satisfactions, retention rate, etc. On
the basis of this it can be mentioned that the organization will become able to have the significant
ability to offer the corrective direction of movement to team members so that proper performance
can be achieved. Performance plan involves offering team member information regarding the activities
so that greater information to get the significant selection of tools & techniques so that highly effective
information providing action can be exerted.
These are the key performance indicators are required to be followed by all customer service staff in
turn highly effective action for the gaining higher potential from all staff can be attained. It indicates
that proper standardized performance achieving can become so that comparing it with actual outcome
scan aid in assessing deviation along with causes in tun executing improvement action can be exerted.
This will permit the organization to possess the proper from of performance management in turn
accomplishing goal of corrective results by attaining all predetermined goals can be done.
question 2
To [e-mail]
Subject: Praising the team’s positive efforts and contributions over the last six months
there are different form of the objectives of the organization which are required to be accomplished for
gaining the competitiveness in turn achieving the significant availability to get the higher leading position
in the environment. It is really appreciating that all the team members have given the significant
contribution by maintaining the positive attitude so that effectual processing in the working scenario can
become possible. All the team members has given the appropriate contribution by accomplishing all the
delegated roles and responsibilities in the highly precises manner so that highly competitiveness to get
the quality & desire objective accomplishing has been done. On the basis of this it can be specified that

their critical thinking, precise flow of information, strategic decision-making, problem solving approach,
collaborative working pattern, etc activities helped in gaining the positive outcomes in six months which
has helped in meeting organizational goal of attaining greater customer satisfaction, higher profitability,
etc.
Thank for significant contribution
Sincerely
Question 3
There are different form of the process which can be taken into the consideration for having the ability to
identify and address issue. The process which will be followed is having implementation of feedback
mechanism so that understanding the problem faced by the team members and giving emphasis on their
application the suitable course of action can be done to get the higher productive results.
Reward system can be applied by the organization for encouraging the team members to participate in
order to contribute their efforts in accomplishing the ability to resolve the problems prevailing, the
reward can be done in instinctive & extrinsic manner so that significant action for gaining the
development in overall processing.
Training & development action for ensuring that employees get the understanding about the action
implemented in turn accomplishing the organizational objectives can become possible. This can aid them
to identify the reliable course of action so that offering the significant objective of possessing
understanding about their responsibility can be done effectively. It inclines the confidence & competence
which can permit the team members to achieve effective responsibility for solving problems via using
relevant method for deriving the corrective course of action. On the basis of this it can be mentioned that
particular course of action can be exerted to derive this results.
In order to get the significant behavior that can exhibit h to promote team work and collaboration
participate leadership based action can be taken. It creates the positive working scenario in turn
accomplishing the objective of having higher effective results which can incline team work significance and
collaborative practice through ensuring essentially of everyone's contribution on the basis of this it can be
mentioned that the participative leadership behavior can be used for increasing teamwork & collaborative
practices.
Question 4
It is important to offer the significant communication process so that reliable understanding about the
prevailing circumstances can be derived.
Stakeholder Requirements Frequency Media

(Name or role) (What information and date) (how often) (meeting, report etc.)
George and Mildred The prevailing trends in
market and 08/04/23
Within each
month
meeting
Jennifer Dee Financial needs of client
and 09/04/23
Within each week Meeting and emailing
Louise Spencer Queries of clients and
10/04/23
Within each
week
Reports
Martin Long Rules and regulation, laws,
etc in particular industry so
that offering reliable solution
can be provided and
11/04/23
With in each
month
Reports
Michael Spencer Existing customer demand,
laws, queries, etc so that
offering reliable service
providing is done n most
effectual pattern and
12/04/23
With in each week Reports and meetings
Luis Ramirez Information regarding
financial legislation and
needs of firm and 13/04/23
With in each week Reports
Question 5
To [e-mail]
Subject: Issue regarding inability to accomplish the KPI without an additional administration staff member
There are various KPIs which are established in particular plan of the performance that require the
significant extent of the instructions and direction from the administration so that effective identification of
tools & techniques can be exerted for meeting targeted goal. In order to get the crucial clarity and
transparency about the activities h to be exerted it is important to focus on giving corrective guidance to
team members so that effectual actions for meeting KPI standards. For the purpose of overcoming issue of
lack of & guidance. It is required to recruit an addition administration staff member either for full or part-
time. It can provide assistance in achieving the ability to coordinate with KPI so that desirable position in
industry can be achieved.

Sincerely
Question 6
To [e-mail]
Subject: Issue regarding the cancelling the agreement of client
In order to accomplish the organizational goal of having higher productivity & sustainability it is
important for the firm to offer the proper quality service to the customers so that attaining & retaining for
maintaining good brand position in market. There is one of the influential client who is property developer
and facing issue with loan application and due to this cancelling the agreement. There is strategy for
overcoming this is to consult with the client and ensuring to deal effectively with this so that effective
results by convincing them about the quality workings procedure in turn higher clients satisfactions can be
offered.
Sincerely
Question 7
‘Tuckman’s Stages of Team Development is one of the significant theory that is related with having g four
stages which comprises forming, storming, norming and performing. In this forming is the stage which is
related with putting the structure of team together so that effectual guidance and direction can be
provided. This involves the observable, feelings & thoughts, team needs, leadership required, etc factors
are focused in this stage. In addition to this storming begins to occur as the process of organizing tasks &
processes so that interpersonal conflict, power of good leadership, structural issues and dominate can
bee exerted. Norming is related with doing he things in the corrective format in turn accomplishing the
organizational goal of developing cohesion, leadership change from one teammate in charged to shared
leadership. Performing is related with having the stage of group development so that achieving the
corrective form of the performance can become possible.
On the basis of this, it can be mentioned that particular organization in order to gain significant
processing in the organization by developing the cohesion and team collaborative working can be created.
In addition to this, for the purpose of the first stage such forming that involve participate leadership
approach so that corrective formulation can be done. This will be exerted by having the high dependence

on leader for guidance & direction, giving insights bout the purpose, objectives and possessing god
external leadership. On the basis of this it can be mentioned that in the storming stage focus on giving
clarity by offering coaching. Norming agreements making by ensuring the good level of cohesion through
giving all the staff effective insights by sharing feelings, ideas, feedback, etc. Performing involving working
independently in turn good problem solving, leading towards optimal solution, etc can be exerted
effectively. On the basis of this it can be mentioned that the with corrective processing it will be ensured
that all the team members will be allowed to expresses their needs & feelings in turn collaborative &
cohesion action to get significant result can become possible.
Question 8
Student response to Task 7: Question 8
There are different form of the challenges that are basically faced by the manager in order to maximize the
performance of employees. For this purpose having understanding regarding the crucial challenges is
important in turn suitable solution can be offered.
Challenge Solution 1 Solution 2 Solution 3
Lack of the clarity in vision
and objectives
Offering significant
reports for referring
the crucial goals and
vision and required
actions so that
transparency can b
maintained.
Formulation reliable
communication
channel
There is execution of
good leadership
which can offer
corrective
instructions about
goals &
responsibilities.
Lack of communication and
soiled working
Significant
processing of
communication by
involving them in
decision making
procedure
Conducting meetings
on timely basis
Enabling to gain the
accountability &
reliability by offering
crucial information
Ineffective feedback
mechanism
Spreading the
feedback form
Establishing effective
feedback option on
the company site
Possessing the
significant meeting
procedure for h
achieving reviews
about the prevailing
lacking areas so that
reliable action by
giving assurance can
be provided.