Review the scenarios and simulated business information attached to this task and obtain feedback (from your simulated operational teams) on the following

The Wollongong store of Australian hard is doing a good job as when we look at the budget of Wollongong store of the Australian hardware company and revenue profit and sales to date are quite satisfactory for the Australian being a company that is willing to expand its business in the other eras of Australia. All of the staff in the Wollongong store are highly trained that also result is the good quality of the operations in the store. The training of the staff result in more productivity that eventually result in more products and sales. So it can be said that the Wollongong store of Australian hardware is doing good job as far as the quality and quantity of the products is concern.

 The key areas for future improvement

 In the Wollongong store the key areas of the future improvement are as follow:

·         The Australian hardware company is required to uphold there overall profit and the revenue.

·         As the company is willing to grow its business it is very important for the company to increase its market share by accessing more customers and increasing the demand for their products in the market.

·         As it can be seen that the overall operational cost of the Australian hardware company is very high and it is required to controlled. For example as we see the current operational cost needed to effectively control. The operations of the company can improved by keeping track of the direct and indirect operations.

·         The Australian hardware company also need to improve the higher quality standards in order to produce the superior products.

·         In order to grow I the market of Australia the company needed to focus on the environmental sustainability policies to maintain a good reputation in the market.

Suggestions for improving processes.

Some of the suggestion to improve the overall process of the Australian hardware company are the following:

·         In order to increase the revenue and sales of the company it is suggested to improve the service quality of the customers.

·         To increase the market share of the Australian hardware company it is recommended for the company to expand the virtual existence of the company by doing social media sales and marketing. In the present era the social media is used by many business to have a more visual presence in the market.

·         It is suggested to the Australian hardware company to maintain the quality of the customers services it is important to first provide good training to the staff because the products of the company are very technical and process are manual so the most effective thing to improve the quality is to improve the skills of their employees through proper training.

·         To be more environment friendly company, Australian Hardware Company can conduct the seminars and campaigns related to environmental sustainability because the operations of the company are already environment friendly, so they just need to make people aware that they are responsible towards the environment.

 Prepare to implement the continuous improvement (CI) policy you developed with your team in Assessment Task coaching or mentoring another candidate in customer service techniques or processes:

   analyse the data 

To implement the continuous improvement (CI) policy the most important factors is to analyse the data. The data of the company would analysed by viewing the performance and tendency of new contracts that company are dealing with. It is also important for analyse the operational and financial data of the company.

     consider your notes from the previous task, including team discussions and decisions taken

In the task 1, we have a detail discussion with the team members and conduct a brainstorming session to exchange idea on the matter of implementing the continuous improvement (CI) policy. Almost all of the team members are in the favor of implementing the continuous improvement (CI) policy.

 There was some argument between the team members regarding the areas of improvement that are needed to focus on but at the end a midway is select to walk on and all of the team members were agreed to follow the path. The decision is taken to implement the continuous improvement (CI) policy majorly on employee’s performance, productivity and operations in the company.

    make notes on how you will conduct the coaching or mentoring session

In order to conduct the coaching or mentoring session the company will make contact with the experts in the field through some company which are providing mentoring services session. In the weekend days all of the employees will take 2 hours of session on company’s cost.  

The company would bear the cost of employees training and coaching and the employees attend the mentoring section in their working hours, so they would not feel excused to attend the session on extra time.

    Arrange with your assessor who will be playing the role of the coaches and make arrangements for the assessor to observe the role-play[PS1] .

As a coach, I would conduct proper mentoring for the employees of the company and help them to optimize their overall operations. The reason is due to by mentoring the employees, then it will be easier for the coach and company to evaluate the progress that have been reached by employees. In addition to this, as a coach, I would able to see how the understanding level of the employees in the mentor session.

As a coach, I would also make sure to give proper guidelines for the entire employees on how to improve their best performance which will result a good presentation of the company as well. Thus, mentoring the employees are an essential part to achieve the main goals of the company.

  Conduct the coaching or mentoring session.

   Develop a list of recommendations for changes to operations to improve customer service in order to achieve the goals of the Wollongong store of Australian Hardware, from its business plan:

  increase sales revenue and gross profit

In order to increase the revenue and sales of the company it is suggested to improve the service quality for the customers[PS2] . This can be done by effective communication with customers which will build a strong relationship between the company and customers. Thus, as a result, it would able to increase the sales revenue since which comes from the customer satisfaction from the service quality.

 maintain or increase market share

To increase the market share of the Australian hardware company it is recommended for the company to expand the virtual existence of the company by doing social media sales and marketing. In the present era the social media is used by many business to have a more visual presence in the market[PS3] .

 control direct and indirect operational costs

To control the overall direct and indirect operational cost of the company it is suggested the company to mentor the employees to optimize the operations. It would not only control the cost but also make the operations more optimal and high quality[PS4] . With mentoring, the company will able to give proper explanation to the employees on how to optimize their productivity and performance, in order to optimize the business operations. And as a result, if the employees would able to optimize their productivity and performance, then the company will also able to control the overall direct and indirect operational cost.

  maintain superior product and service quality standards

It is important to first provide good training to the staff because the products of the company are very technical and process are manual so the most effective thing to improve the quality is to improve the skills of their employees through proper training[PS5] .

 Establish Australian Hardware’s reputation as a socially and environmentally responsible company.

Company can conduct the campaigns and seminars related to environmental sustainability because the company operations are already responsible towards the society and environment friendly[PS6] .

Consider the following scenarios (or prepare your own) and complete the template. These may be dramatized by candidates for demonstration purposes (urgency, phones ringing, loud noise interference, frequency of incidents, etc.):