Assessment 1: Management Internship Progress Report - MA Service Group

This report is a comprehensive progress report detailing a management internship at MA Service Group. The report begins with an introduction outlining the internship type, company, and the student's role in managing employee duty rosters. It provides a background on MA Service Group, describing its customer-focused services in cleaning and security, and its organizational structure. The report then details the student's role within the management and administration department, including reporting lines and responsibilities, and the organizational culture. The student analyzes the skills acquired from their studies, such as communication and teamwork, and identifies skills they are currently developing, like critical thinking and leadership. The report discusses training provided by MA Service Group, including customer care, communication, and business ethics, as well as informal learning through peer groups and mentorship. The student reflects on the experience, emphasizing the positive aspects of working with colleagues, the organizational culture, and the structure that supports career development. The report includes an analysis of work experience, skills gained, and a reflection on the internship's impact on career development.

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ASSESSMENT 1: Progress Report/ Reflection
Name
(Affiliation institution)

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Table of Contents
Introduction.................................................................................................................................................3
Background.................................................................................................................................................3
A Brief Description of MA service group...................................................................................................3
Role of my department or division structure, supervisor and reporting lines...............................................4
Organizational culture and structure in my workplace................................................................................5
Skills that I have had from my studies already............................................................................................7
Training provided by MA Service Group in my placement.........................................................................9
Reflection..................................................................................................................................................10
Conclusion.................................................................................................................................................13

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Introduction
The type of internship is management. My company is MA service group. My role in the
company is managing the duty roster of employees. Therefore, the reports seek to present an
internship progress report explaining a brief description of MA Service Group, roles and
responsibly during my workplace, my work experience with the company, skills, and knowledge
learned and further reflect on how the experience has shaped my career development.
Background
A Brief Description of MA service group
MA service group provides customer-focused services, cleaning as well as security
services through a risk management approach to understand, manage as well as delivering
outcomes. The company is located in Australia focuses on both national and local markets. The
organizations work with a mission of satisfying their clients with various benefits such as
enhancement of cleaning and security measures with fixed costs, reduction in the volume of
resourcing without compromising services through innovation and productivity, and offering of
risk management approach to all duties as well as activities. The core business of MA services is
divided into three segments consisting of security, cleaning as well as customer service. In term
of security, MA service group has many years of experience in the industry, credibility,
reputation, resource capacity as well as capability of delivering holistic security solutions such as
specialized solutions, alarm response as well as patrols. In terms of cleaning, MA Service Group
established a separate MA cleaning group in 2017 that offers specialized, periodically as well as
daily cleaning services to clients and further provide a comprehensive approach to their risk
management strategies. In terms of customer service, MA Service Group has a separate customer
service group which offers end to end safety solutions, strategies for mitigating risks as well as
customer experience management for various types of events.

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Role of my department or division structure, supervisor and reporting lines.
Description roles Reporting line
Management and administration department
(The Head of Department (HOD) is Marin
zyole)
-Managing employee welfare in the organization
like maintaining employee duty roster.
-Sorting and distributing outgoing and incoming
posts
-Arranging, organizing and coordinating
meetings as well as various activities that fall
under management territory.
-Management of all equipment used in the
organization.
-Handling of external and internal
communications.
-Developing administration procedures.
-Involve in the decision making process.
-Head of the
department reports
to the general
manager
Supervisor (Zach brass) -Supervise junior staffs in the management and
administration department
-Approve various documents prepared by the
junior staff as well as interns
-evaluating employees' performance and provide
strategies for improvement.
Developing and reviewing management and
administration procedures, policies as well as
Reports to Martin
Zyole (head of a
department in the
management and
administration
department)

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systems
My roles -To conduct any role and responsibility assigned
by my supervisor Zach Bras
-To Call employees to get an update on the daily
roster at the workplace.
-To manage rosters and input data into the
computer.
-identify and analyze risks in the Company and
provide mitigation strategies.
-photocopying, scanning and sending a
document to concern parties
Reporting to my
supervisor Zach
Bras
Organizational culture and structure in my workplace
The organizational culture of MA Service Group is the hierarchy. According to Valencia,
Valle & Jiménez (2010) hierarchy, oriented cultures are controlled, structured and with a high
focus on stability, efficiency and “doing thing right as per organizational code of conduct”. For
example, there is a reporting hierarchy in the organization and which all employees follow. The
chain of command also follows the same hierarchy as our departmental manager commands
supervisor then the supervisors command the interns as well as staff members. With the culture,
it can also be concluded that my organizational structure from my workplace is a functional
organizational structure. According to Ahmady, Mehrpour & Nikooravesh (2016), a functional
organizational structure is a type of structure in an organization that groups employees on their
special skills and knowledge with each department being managed by a manager or a supervisor.

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Through the functional organizational structure, AM Group service is divided into special
departments consisting of Customer service, IT, risk management, Human resource, risk
management as well as customer relation. The reporting hierarchies are effective as employees
usually report to their supervisors who in turn reports to the manager. I fit effectively in the
organizational culture and structure as focuses highly on job specialization as well as creating a
disciplined and performing workforce. I value my professional core values as that I have set as
well as work ethics and therefore the culture and structure of MA Service Group favour me as I
can do the right thing at the right time and practice the organizational code of ethics effectively.
Work experience
The tasks that am undertaking includes;
 Calling employees to get an update on the daily roster at the workplace
 Managing roistering templates for security, cleaning as well as a customer service
department,
 Data entry (Keenly keying in the data into rosters templates)
 Overseeing the regional service roistering functions
 Rolling over rosters of employees as well as management of changes and shift swaps daily.
 With the assistance of my colleagues, I also ensure that employees information is filled in the
templates at the right time, audit the rosters every Wednesday and further support and advice
my manager on all the issues that are related to the roistering.
 Coordinate with employees to ensure they undertake the planned training.
 Maintain documentation and run reports as requested by my manager.
 Respond to my queries which falls under my roistering line of duty and keep monitoring
micro and macro environment trade that may have short-term and long term impacts to the
organization

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Skills that I have had from my studies already
 Communication skills- From my study at the university, I had already effective
communication skills which are essentials in my roistering duty. The nature of the roistering
duty involves frequent conversing with employees and managers and therefore effective
communication skills are the key to be successful in the department. The communications
skills that I had already had includes active listening, negotiations, presentation, public
speaking, persuasion, verbal communication, visual communication as well as non-visual
communication skills.
 Teamwork- From the group assignments that I and my colleagues have been doing
collaboratively while at school, I had an opportunity to develop effective skills in working
with teams. Furthermore, with the teamwork skills, I was able to fit well in the teams and
contribute significantly to the placement. Positively, I have never been involved in any
workforce conflicts ever since I started my internship as also my intrapersonal skills have
enabled me to form and maintain firm relationships in the workforce. The teamwork skills
that I had already developed included collaborations, customer service, awareness of
diversity, empathy, emotional intelligence, the establishment of interpersonal relationships,
team building, social skills, influence as well as intercultural competence.
What are the skills you needed to acquire (and are in the process of doing it?)
I want to acquire various skills that can be categorized in terms of hard and soft skills. Hard
skills are those skills that are teachable and measurable such as computer applications. Soft skills
are personal traits that make an employee effective. In terms of soft and hard skills, I want to
acquire skills in time management, planning, critical thinking, leadership, work ethic and
maintaining a positive attitude.

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 Critical thinking: In terms of critical thinking, I am in the process of acquiring various
skillsets that can enhance my capability of making an uninformed decision and analyze
situations. The skills which am on the process of acquiring them and that are related to
critical thinking skills include creativity, adaptability, innovation, problem solving, research,
adaptation or tolerance to change and uncertainty as well as willingness to learn.
 Leadership- In terms of leadership, I Am on the process of developing leadership skills that
will enable me to make decisions that can manage employees as well as changing situations
or the environment in an organization. The leadership skills that am on the process of
developing include conflict management and resolutions, delegation, decision making, giving
feedback, dispute resolutions, facilitation, management of human, physical and financial
resources, management of virtual or remote teams, mentoring, supervising as well as the
development of talents.
 Positive attitude: In terms of positive attitudes, am on the process of gaining various
positive attitude as I have realized that employers are interested in recruiting people who can
bring positive attitudes in the workplace. In the modern world, employers also demand
employees with the eagerness of learning and working, friendly as well as working under
pleasure and minimum supervision. Therefore, the positive attitudes skills that an on the
process of developing include patience, cooperation, confidence, patience, as well as
respectability.
 Work ethic- In terms of Work ethic, I Am in the progress of developing work ethics using
all opportunities that surrounds me in the placement. In the modern world, employees are
looking for workers with high levels of work ethic and those who their professional values
can align effectively with organizational values. Therefore, the work ethics skills that I am

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developing in the placement include attentiveness, dedication, dependability, motivation,
working independently, multitasking, proper business etiquette, meeting the set deadlines,
independence, persistence, planning, perseverance, punctuality, time management,
scheduling, as well as trainability.
Training provided by MA Service Group in my placement
During the internship, both formal and informal training concerning my discipline skills is
provided by the organization as well as an individual effort. In terms of training, I was trained on
various aspects and skills such as customer care, communication, business ethic, positive
attitudes through seminars, conferences, team building as well as online classes which were
organized by the company. In terms of informal training, I joined peer groups and through self-
learning as now I have realized that a lot of skills particular soft skills were learned
unexpectedly.
To improve my capabilities in the skills and knowledge areas that are required for the
roistering role, I engaged in a mentorship program with my supervisor and manager who guided
on the key areas that I experienced some form of incompetence. Besides, I also conducted a lot
of leaning from professional networks and learning sources such as scholar journals and the
internet in the context of my role’s skills and capabilities.
I participated in the mentorship as well as departmental team building activities that assisted
me to significantly improve my skills and knowledge for the roistering role. During the team
building activity, I was able to meet with external trainers who trained me on various skills like
communication skills, customer care as well as creating positive relationships which are the key
roles for my roistering role. Besides, during the mentorship activity, I was able to receive
coaching on the skills and knowledge gaps that I had which in turn assisted me to improve my
skills and knowledge in the roistering role.

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The placement at MA Service Group is related to my university career path of management
as I significantly put into practice what I had theoretically learned at the university. The unit
content that I draw mostly during the placement included customer care delivery and maintaining
workforce relationships as the role was so much centric on services and relationships.
Furthermore, enhancing customer delivery and maintaining firm relationship among diverse
internal stakeholders this in the workplace was the facets of the unit contents that was most
important of the work that I performed in MA Service Group.
Reflection
The incredible people that we worked together, an organizational culture that instilled
my professional values as well as an organizational structure that supported my career
development are what I liked most about the MA service Group. The ability of an organization to
have departments being classified separately created a room for me to consult with my
supervisors and managers. Besides, the people that surrounded me including my subordinates,
survivors as well as managers offered a conducting and learning environment that fosters career
growth.I disliked working under pressure and on close timelines. Sometimes, I was forced to
extend my working hours to make sure all daily activities are solved. Besides, the company was
also small in terms of size which limited the opportunities for career advancements. I would like
to learn more about project management but currently, the department is not available at MA
Service Group.
There were new experiences that I got from the placement with the MA service group.
From the experience, I learned about basic concepts of troubleshooting minor technical problems
that occur in an organization, Use of ERP Software which is used by most of the companies in
line with my career as well as working collaboratively with others to create a conducive
environment for performance as well as career development. The experience significantly honed

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my specific skills technical skills (hard skills) as I was able to apply basic computer skills such
as MS Word, MS Excel as well as publisher which I had learned in the school and applied them
on my assignments. Therefore, my technical skills were sharpened as I conducted my daily
assigned tasks using the technologies. Besides honing my technical skills, the experience enabled
me to learn new technical skills such as using ERP software to key in the data into the system for
the present and future reference. The experiences from the MA Service group significantly
helped me in career development as I will apply the concepts and knowledge learned from the
company in my future workplace. Analytics skills, leadership, teamwork, flexibility,
responsibility, application as well as acquisitions are attributes gained from the experience with
the MA Service group that has helped me to develop a career development. Through the
attributes can serve with any type of group and organization as I can fit in diverse organizational
cultures and structures.
I received both criticism and compliment on my work. Compliments that I received
meant I had competencies, skills, and knowledge that were required for the role. Furthermore,
through the compliment, I was able to learn about the strengths and opportunities that I can
utilize to enhance my career development. The criticism that I encountered meant that there are
some areas that I need to strengthen to enhance my career development. The criticism
highlighted my weaknesses as well as threats that surround my career if I fail to take appropriate
measures to address them. Although I was shocked at some point, I reacted positively towards
both criticisms as well as compliments. I could have dealt with the compliments and criticism
better by engaging the critics in my work so that I can be able to identify the root cause of
criticism which in the short term or long term will assist me to improve.

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I faced some personal challenges during the internship program. For example, I struggled
with time management as I received a warning for being late. Besides, I also had some shortage
of skills in using the software of the organizations as well as computer applications. I do not see
the personal challenges forthcoming in my future career as am aware of them. I will prepare for
the challenges differently. In relation to time management, I will start training myself by setting
alarm, waking up early and start preparing myself early enough. In relation to skills, I will enroll
for a refresher course after some time and learned through various channels like Youtube.
I feel I have made a significant difference in the organization. I contributed my
capability and ability to streamline processes in the office. For example, during the time of
placement, I managed to develop a new method of managing duty rosters which led to a 50%
reduction in errors.
Training, coaching as well as working with talented team members was the most
interesting aspect of the workplace. The training and coaching which were often conducted in
my area of specializations improved my soft and hard skills as well as the capabilities of
handling various activities related to my line of duty. With skills and competencies in the
organization being grouped and roles and responsibility not changing, I have been able to learn a
lot from my colloquies and manager and developed high interest and confidence with training
and coaching. Furthermore, training, coaching and reporting to one manager created a perfect
environment and training ground for me to learn the real-world application of theoretical
information hence finding this area more interesting. However negative attitudes of employees,
creating reports for presentation during departmental meetings, scheduling of activity as well as
adjusting to new workflow aspects were the most challenging aspects of my placement with MA
Service Group. I projected to manage these types of challenges in the future by polishing my

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report and presentation skills through thorough practicing, devolving times to read blogs as well
as watching Youtube videos in relation to employees' attitudes as well as scheduling.
Conclusion
The key highlight of my work experience includes learning new technical skills
particularly ERP systems, enhancing my existing knowledge and hard skills through practically
involved in the use of MS Word, MS Excel as well as PowerPoint. Other experiences I
experienced in the workplace include working with talented teams, exercising my creativity by
innovating scheduling program as well as the development of soft skills such as critical thinking,
positive attitude as well as leadership. Generally, the experience was effective for the
achievement of my short-term and long- term goals in my career development plan. Although the
experiences were good, it did not change my career direction as I am still focused on my long
term and short term goals and strongly believe that through capitalization of the opportunities
and strengths will achieve them.
References

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Ahmady, G. A., Mehrpour, M., & Nikooravesh, A. (2016). Organizational structure. Procedia-
Social and Behavioral Sciences, 230, 455-462.
Valencia, J. C. N., Valle, R. S., & Jiménez, D. J. (2010). Organizational culture as determinant of
product innovation. European Journal of Innovation Management.