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BUSSINESS STRATEGY-ASSIGNMENT 1 | NUR ABIDAH BT ZULKIFLI HND 4C| 1

A) IDENTIFY AND COMMENT THE VALUES OF THE COMPANY



The values of the company Tesco refer to the vision and mission of the company. This is
because values is guiding principle that organization and also define what an organization
believe. Relate to the case study of the Tesco, the value enables Tesco to build a common way
of working. This is because Tesco wants people in their business feel comfortable with these
values.
The values of the company Tesco are No ones tries harder for customer. As we know,
Tescos express these values through understanding customers, make the consumers needs
priority and act within communities responsibly. The aims of this value are to instill a customer
focus in everything people do. As part of this, Tesco aims to understand customers better than
anyone else and therefore deliver unbeatable value and services. This is because Tesco
management puts the strategies to realize the which is they focusing on understanding their
customers and be first to meet their needs and wants, which is what customer want from them.
We already know that, Tesco company has their own brand and also has an affordable price.
So, by understanding people, customers, colleagues, communities and what matters to them,
and then trying to make those things better, is at the heart of Tesco, by understanding the
people in their company, it will attract the people to contribute to them and the customer will
feel attracted to fulfill their desired with Tesco. From that, by having the relationship between
business business and people, it will bring to the customer to be loyal to the customer and at
the same time, it also can increase the customer to buy the product and gain the profit.
The second values of the company Tesco are We treat everyone how we like to be
treated. Treating those with respect the same way the Tesco team would like to be treated
such as by working as a team, building respect and trust within one another, provide support by
listening and polite manners and sharing experiences and knowledge. We already know that,
Tesco wants its people to be well managed and to work in an environment that is based on
trust and respect. The company has learned over the years that well motivated and managed
staff will give the customer great services. From that, they can easily share the idea to improve
the performances of the company because they always have trust to each other, they listen and
support the person's knowledge that useful to the company, through this kind of strategies that
been applied in the Tesco company, it has the opportunity to go better in the market and
improve the developments of the company.

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The third values of the company Tesco are We use our scale for good. Tescos express
these values through creating new opportunities for million young people around the world,
helping and encouraging their colleagues and customers to live healthier lives and through this
helping to tackle the global obesity crisis and leading in reducing food waste globally. The aims
of this value are Tesco can provide affordable, high quality food to people around the world and
create value for the customer. Here we can see, in the website the consumer good Forum
(Shelley, 2013) it had stated that Tesco have a programme of reformulation to reduce the levels
of sugar, salt and saturated fat in their Tesco branded foods. For example, Tesco made a
strong start with their soft drinks, cutting out over three billion calories from the range. As a
result, their average UK customer is now buying 20% less sugar in soft drinks than in 2011.


According to (Core purpose and value, 2014) The Tesco values are embedded in the way we
do business at every level. Our values let our people know what kind of business they are
working for and let our customers know what they can expect from us. Philip Clarke, CEO
Tesco. They believe that by living by the values, they will encourage and demonstrate behavior
that will help them achieve in core purpose and set them apart from their competitors. Values
enable them to build a common way of working. They want people in the business feel
comfortable with these values and feel they can genuinely demonstrate them. They aren't
about being soft and lovely, but about being rigorous and single minded about how they
achieve their goals.


Picture 1: Reduce the level of sugar

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B) IDENTIFY AND COMMENT THE NINE COMPONENTS OF THE TESCOS MISSION
STATEMENT.
According to the (Carlson, 2012) Mission statements define the organization's purpose and
primary objectives . As we know, the mission statement is summary of values and goal. It
described present started of company and a brief description about the company. The mission
statement of a company tells about the companys purpose for its employees as well as for the
customer. Relate to the case study, Tesco's Mission Statement is we make what matters
better, together.
Mission is the prime goal of an organisation to achieve the end results. Through minute
observation, it can be said that Tescos mission is to improve more opportunities for the
customers, offering them loyalty cards and convince them to buy the double even in the
economic downturn. Tesco takes pride in vast productivity and continuous improvement of the
products.
Related with the nine essential components of a mission statement, missions of Tesco is
included customer, product/ services, market, technology, philosophy, concern for public image
and concern for employees.
For the customers component of the nine essential, according to the (Lexmark International),
this component is about to earn our customers loyalty, we listen to them, anticipate their
needs, and act to create value in their eyes. Relate to the case study, to make sure Tesco
achieves their mission statement, they need to know who their loyal customers are. That is why
Tesco has got a club card service, through which they can award people by giving them
special vouchers and extra points. One of Tesco's Values is 'No one tries harder for customers',
and this can be seen in how Tesco strives to improve the shopping trip. This represents every
element of the customer shopping experience, including price, range, quality, availability and
service. The loyalty schemes are key to the customer offering, thanking customers each time
they shop at Tesco.
The nine essential components of a mission statement is product. As we know, Tesco has their
own label brand such as F & F clothing and Tesco Finest to provide customer with quality
products at competitive factors. This is because own brand value portrayed the strong brand
image of TESCO based on effective strategy. Tesco is very good at using design across their

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own label, especially strategically. Tesco is often used as one of the best examples of own
brand label in the retail industry. The majority of consumers buys the basic Tesco brand as it is
cheap and good value for money. The use of Tesco logo is consistent in each of the product
design. The brand values of Tesco are successfully throughout Tesco own brand ranges
demonstrated through experience and way finding systems. Tesco uses design to give
something back to customers for shopping at Tesco. As competition is so intense, retailers such
as Tesco use design to differentiate from the competitors. Through this Tesco take the initiative
to provide the best quality of product to the customers so that the customer will satisfy.
For the services component of the nine essential, Tesco also offer a wide range of services
to their customers. Here we can see, with opticians, pharmacies and phone shops available in
their larger stores, and Tesco Bank products available to buy in store, over the phone or online,
Tesco are deepening their customer relationship, bringing their values of convenience,
simplicity, reliability and great customer service into what can be complex markets. Other than
that, we also can see Tesco has a great service can make a customer's day, and we achieve
this when our people live the Tesco Values: 'No one tries harder for customers' and 'Treat
people how we like to be treated'. Our business is built on the commitment of more than half a
million people across the world and, in return for their commitment, we offer them good jobs
and careers with Tesco.
For the market component of the nine essential of Tesco company is Tesco maintains a range
of low cost products and still having an extraordinary market share. Tesco wants to make
matters better about the market. This is because they want to be the first choice to the
customers choose to buy the product compared to their competitors such as giant, careffour
and others. Through the concern about the market, Tesco Company successful in the
competitive market may not only due to the actions done in order to be stable in the market,
there may be different several reasons which affects for the success of the organization. Here
we can see on the website (How Tesco compete in highly competitive environment, 2014). The
long brand image, the quality of the products may be merely the reason for the organizational
success in the market



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The other elements is Technology. As we know, at Tesco, the technology is right at the
heart of their business. This is because by using the technology, it can help to improve the
shopping experiences for all their customers. We already know that Tesco Company very
concern about the technology used because through the advance of technology it will make the
company to easily compete with the competitors and make the customers feel satisfied with the
company performances. For example, in the website (King, 2) it had stated that Tesco Malaysia
launched its online grocery shopping site (http://eshop.tesco.com.my/). By having a good
technology, the consumer is guaranteed to enjoy the same prices and promotion as they would
get Tesco brick-and-mortar store while shopping online with Tesco. As we know, the site allows
consumer to buy groceries anytime by credit or debit card and choose the time of delivery from
10am to 10pm daily. There is a service fee of RM10 imposed for every order. Currently, the
delivery only caters to customers living within the 20km radius of Tesco Mutiara Damansara.



The next elements are Tesco Company also concern with the survival, growth and
profitability in the mission with mean how Tesco commitments toward the economic
growth. Here we can see Tesco is steadily expanding its global operations and is the grocery
leader in two overseas markets, Malaysia and Thailand.
Picture 2: Technology that provided by Tesco company in Malaysia

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For the philosophy component of the nine essential, A spirit of sharing and caring where
people give cheerfully of their time, knowledge, and experience. This value can be concluded
that Tesco is very caring about their customers needs and trying to satisfy each of their
customers by giving a good service and provide a quality and healthy products. Here we can
see, to give the customer those satisfaction that they want Tesco company concern about three
philosophies which is Better, Simpler and also cheapest which is better for the customer, these
are the guiding principles of Tesco, and the principles by which any organization should work.
The other elements are Self concept. We already know that, self-concept is defined as what
are a company major strength and competitive advantages. Here we can see, Tesco has their
strength which has their own label and brand. It also can help the business to stay survive Own
brand value portrayed the strong brand image of TESCO based on effective strategy. Other
than that, Tesco also provided low price of the product. So that, customers can compare their
competitive advantages such as Giant and Tesco before buy the product that they want. As we
know, Tesco is one of the largest groceries retailers, through this ability, Tesco Company will be
able to achieve the mission when Tesco provides the lowest prices, it can attract more customer
to buy the product in Tesco.
The next elements are concern for public image. Here we can see, Tesco concern for the
public image. This is because the Tesco wants to build good relationship with the public image.
By having a good relationship, it help the Tesco Company to advertise the company worldwide.
Other than that, Tesco can expand their business market and at the same time Tesco company
can attract and persuade the customer to buy their product and promote the company.
The lastly is concern for employees. Here we can see, Tesco attitude toward their employee.
We already know that, Tesco Company always cares about their employees. Other than that,
employees help in the management of the company so that the business is well organized.
compatible with the core value which is "Treat people how we like to be treated". Tesco care
about the communication with the employees because communication is crucial if we are to
understand and respond to the concerns of our staff, earn their trust and increase their loyalty
to Tesco.



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C) BY USING DAVIDSONS SIX REQUIREMENTS,IDENTIFY AND ANALYZE THE
VISION OF THE COMPANY.

According to the (Benjamin, 2011) A Vision Statement defines what your business will do and
why it will exist tomorrow and it has defined goals to be accomplished by a set date. As we
know a vision statement is about what a company wants to become. This is because vision is a
long term view, sometimes describing how the organization would like the world in which it
operates to be. Other than that, it is to motivate employees and encourage them to be a part of
what the company is going to become. Vision helps in giving direction to the organizations
growth. For instance, Tescos vision is To be the most highly valued business by: the
customers we serve, the communities in which we operate, our loyal and committed colleagues
and of course, our shareholders.

Tescos vision has five elements which describe the sort of company it aspires to be. There
are to be wanted and needed around the world. As we know, Tesco also offered a variety
of job opportunities to people to feel the surroundings management. The second elements are
a growing business, full of opportunities. Here we can see, Tesco offers something new
every time. The third elements are modern, innovative and full of ideas. Here we can see,
Tesco success based on customer need and wants. If Tesco provides the product that meet the
requirement need and wants customers, at the same time it can attract more customer come to
buy the product Tesco. The fourth elements are Winner locally whilst applying our skill
globally. The fifth elements are inspiring, earning trust from the customer, our
colleagues and communities. Here we can see, Tesco wants to be a company that earns
trust, not just respect, through everything we do, be it our in-store shopping trip, our Price
Promise, or our determination to assure customers on food quality, Tesco also wants to be a
loyal and trust center to their customers and others.

The Davison six requirements are used to measure the good vision of the Tesco company which
is future direction, consumer benefits, realistic, motivation, consistently followed and measure
and lastly is fully communicated.


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As we know, future direction is the vision that Tesco company wants to achieve. Here we can
see, Tesco company wants to be valued by all people around them, so Tesco company expand
their business by using method online so that it can attract more people to their business. Other
than that, the customers can communicate over with the Tesco through online, so it will
improve the relationship of the customer with the Tesco company.

The other requirement is consumer benefits. We already know that the vision of Tesco,
which are they inspiring, earning trust and loyalty from customers, our colleagues and
communities. Here we can see Tesco had attracted loyal customers with the offer of low price
and provide club card services. So, by providing the club card services and offer low prices, they
can award people by giving them special vouchers and extra points. This can give the effect for
Tesco will get repeat customer purchasing and many customers come to buy the product and
others at Tesco.

The third requirement is realistic. Related to the vision of Tesco company, the vision is
realistic. This is because Tesco wants their customer easy to purchase and buy their product. So
they come out with Tesco online so that it can attract the customer to buy the product. We
already know that Tesco wants to be valued to all people. So, Tesco company provides lower
prices through this the vision possible can be realize.

The fourth requirements is motivation. It is about to motivate the employees in the Tesco
company. It is shown in the employees motivation where the employees want to make
difference products by creating a new products that give benefits to the customers. With the
new products, it is hoping to give a better life to the customers. This is show that the
employees in the Tesco company are motivating their selves to give a good work.

The fifth requirements are consistently follow and measure. Here we can see, Tesco
company is always consistent in all time when operated. Other than that, we can see each of
the Tesco branch sell the same product, procedure and management around the world. So it
must be consistently followed and measure the same globally. So, Tesco company need to
know their responsibility to make the vision is achieve and consistent.


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Lastly is about Fully communicated. We already know that, the vision of the Tesco company
is want to be highly valued by the people, so the vision is fully communicated because they
know that Tesco Company want to be highly valued by being a modern. By using online
shopping it can give the customer easy to buy the product and can attract more customer to
buy and purchase the product in Tesco. This is because Tesco company provides uniqueness of
the company to tackle peoples' attention.

In conclusion, the Value of Vision Statement is the first step in planning Tesco companys
strategies. The vision helps employees to set their personal goals, according to the companys
vision, providing growth to both personal and organizational levels. We already know that vision
acts like a guiding principle to the strategies of the organization. This is because vision helps
employees to decide what to do and what not to do. Their decision must lead the Tesco
company toward its vision. Other than that vision is like an ideal picture of future organizations.
If a vision is effective and strong. Employees absorb the vision, and commit to the future goals
and the values of the Tesco company.


















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D) EXPLAIN AND EVALUATE THE OBJECTIVE USING SMART CRITERIA

All businesses need to set objectives, objectives are important they focus organisations.
Businesses that have specific aims are usually more successful than those that do not because a
business with objectives knows what it is trying to achieve. Every business has objectives and it
is important for a business to recognise a difference between an aim, objective and strategy.
The aim is long-term goals which are used by businesses to provide a direction set of
objectives.

We already know that by having a strategy, this will be a medium to long course of action, this
will enable a business to achieve their objectives. This strategy will include what needs to be
done, resources available and time provided to achieve these goals. Relate to the case study,
Tesco uses a strategy to help them achieve their objectives. The business of Tesco company
have a objectives. This is an ultimate goal for a business, which is normally based over a long-
term period. This may be for example the survival of the business, to maximize profit, income,
for the business to expand. Here we can see the table below show the objective Tesco.

Offering customers the best value for money and the most competitive prices
Meeting the needs of customers by constantly seeking, and acting on, their
opinions regarding innovation, product quality, choice, store facilities and service
Providing shareholders with progressive returns on their investmentimproving
profitability through investment in efficient stores and distribution depots, in
productivity improvements and in new technology
Developing the talents of its people through sound management and training
practices, while rewarding them fairly with equal opportunities for all
Working closely with suppliers to build long term business relationships based on
strict quality and price criteria
Participating in the formulation of national food industry policies on key issues
such as health, nutrition, hygiene, safety and animal welfare
supporting the well-being of the community and the protection of the
environment

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All of Tesco's objectives intermingle with each other. None of the objectives will work without
each other. The most effective business objectives meet the criteria of SMART. According to the
website (Frank, 2013) it had stated that objective that follows SMART is more likely to succeed
because it is clear, so we know exactly what needs to be achieved. For specific, this objective
will be aimed at what the business does. This means that the business can make some specific
objectives that the business wants to achieve, so if they want to hit a certain target of profit
within a year they have to make a business plan or model to follow to achieve their goal. This
can be seen in Tesco this consists of selling as much products to maximise their profit.

For measurable, this consists of a target set to be achieved. This means that if a business
wants to make some money, they can measure it in a certain amount of time. Here we can see,
The objectives of Tesco Company cannot be measure and not quantifiable because we cannot
measure how many percentages of the objective that affordable to be measure

For Achievable, it is vital that everybody included within the business understand the objective
attempted to be achieved, and that everybody participates to ensure success. This means that a
goal that the business can achieve with in a time period, so if a Tesco wants to make 2000
pound of profit in a month, then they could make it happen with the products that they might
have to sell.

For Realistic, it should be made achievable, by setting a target to high, beyond achievable
expectations with the resources available, the business will not succeed. This means that a
business has to make realistic goals which that they can achieve, so things like making 1,500
pounds in a week, this is a realistic goal because it could be made depending on the sales in the
that week. The lastly is about time specific. The objective should be made achievable within a
certain limit of time. We already know that Tesco do not set the time when the objective can be
achieved.
In conclusion, organisations, businesses and people set objectives everyday, often without
realising it. If Tesco tests their objectives against the SMART principle, Tesco will increase their
chances of success. Once a SMART objective has been set, the next step is to write a plan
detailing how the objective will be achieved.


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E) EXPLAIN HOW TESCOS STRATEGIES IMPACT STAKEHOLDERSS.

As we know, in Tesco company, they have seven parts of strategy that involving the
stakeholders to grow the UK core, to be a creator of highly valued brands, to be an outstanding
international retailer in stores and online, to grow retail services in all our markets. To put our
responsibilities to the communities we serve at the heart of what we do, to build our team so
that we create more value and to be as strong in everything we sell as we are in food.
We already know that, all the strategies that been implied in the Tesco Company give impact to
the stakeholders of the company, stakeholders of the Tesco Company include the employees,
customers, communities, Shareholders and suppliers. A Stakeholder is a person or organization
that can affect or be affected by your organization.
The first strategy is to grow the UK core. The core value is to make the customer feel wanted
and respected. Here we can see, this involved increasing staff numbers by 20,000 over two
years, renovating existing stores and introducing more promotions. As we know, this strategy
gives impact toward the stakeholders which is the customer feeling secure and respected with
the values that the company and at the same time it give the community the space to work
with Tesco.
The second strategy is to be a creator of highly valued brands. Here we can see, Tesco
has own-label brands such as F&F clothing and Tesco Finest to provide customers with quality
products at competitive prices. As we know, by having this strategy, customer can make a
variety of choice and also satisfied with the product Tesco. This is because the product Tesco is
lowest price and affordable prices. Here we can see, the supplier plays an important role and
give the impact to the Tesco strategy. This is because to be a good creator they have to get the
best supplier to supply all the material needed in the process of production.
The third strategy is to be an outstanding international retailer in stores and online.
Here we can see, in 2012, its international businesses generated 30% of the Groups profits,
the new strategy includes opening up to fifty new F&F franchise stores over the next five years
in the Middle East, Saudi Arabia, Kazakhstan, Georgia, Armenia and Azerbaijan. By having this
strategy, it gives impact to the stakeholder. This is because customer have the variety of choice
product which can reach almost the entire world, this will impact the external stakeholders of

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the company. The competitor also gets impact because when Tesco Company expands their
product to all place the competitor need to compete well. This is because Tesco is one of the
big well known business and offered a variety of product to the customer.
The fourth strategy is to grow retail services in all our markets. Here we can see
Generating 1 billion in revenue in 2012, Tesco Bank is a focal part of the potential for future
growth in retail services. Through this strategy, the Tesco company wants to improve their
potential for future growth and the retail services, which directly can affect the external
stakeholders which is the competitors such as Aeon, Giant. This is because the competitor need
to be more competitive and at the same time the competition will be increased. So that, the
Tesco Company will be conquer all the market if the competitors do not compete well with
Tesco.
The fifth strategy is to put our responsibilities to the communities we serve at the
heart of what we do. Here we can see, In 2011, Tesco made its responsibilities to the
communities central to all it does, rather than just be a part of it. This is demonstrated through
its Three Big Ambitions. Through this strategy, Tesco has take their responsibility to their
community (external stakeholder). This is because Tesco Company are focused to give the best
value to the community to attract them with the company. So that, it will give impact the
communities with the good value of the company and at the same time communities will be
comfortable and feel free to involve with the company.
The sixth strategy is to build our team so that we create more value. Here we can see,
Tescos most important asset is its people, who live by its values to do their very best for
customers. In keeping with its vision to be a highly valued, innovative growth company, Tesco
has committed to training effective leaders in all areas within its Group. Through this strategy it
gives the impacted the internal stakeholder of the company which is the employees and the
shareholder. This is because when to be a highly valued toward the people, the Tesco company
itself must be good in term of their performances and management.





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The seventh strategy is to be as strong in everything we sell as we are in food. Here we
can see, Food is Tescos heritage but the business continues to diversify, adding a wide range
of products and services in-store and online. Through this strategy, it will give the impact to the
customers and suppliers. This is because when the company wants to continue proving the best
product, it will give impact the customer because buy the highest quality of product. Other than
that, it can make the customer feels comfortable and satisfaction because the product that the
company served to them with high quality and the cheapest price. As we know, it also gives the
impact to the suppliers. This because they have to provide a variety of material to the company
in order for the company to produce the product. We already know that, Tesco is known widely
because of the food and drinks, so they want to continue the diversify but adding a wide range
of product and service-in-store






















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TASK 2
BY REFERING TO THE CASE ABOVE, IDENTIFY AND EXPLAIN THE DIFFERENCES OF
MANAGEMENT ROLES AND RESPONSIBILITIES IN BOTH CASE BASED ON MINZBERG
MANAGERIAL ROLES.

According to the website (Overveen, 2013) it has stated that to meet the many demands of
performing their functions, managers assume multiple roles. As we know, role is an organized
set of behaviors. Then, Henry Mintzberg has identified ten roles common to the work of all
managers. The ten roles are divided into three groups which is interpersonal, informational, and
decisional.
As we know, interpersonal roles involve the behaviors associated with human interaction. It
allows a manager to interact with his or her employees for the purpose of achieving
organizational goals. There are three roles in interpersonal roles which is figurehead, leader
and liaison. Informational roles include those roles in which a manager must generate and
share knowledge to successfully achieve organizational goals. There are three roles listed under
informational roles, which include monitor, disseminator and spokesperson. Decisional
roles include roles such as the entrepreneur, disturbance-handler, resource-allocator
and negotiator. All of these roles involve the process of using information to make decisions.

TYPES OF INTERPERSONAL ROLES
Interpersonal roles How a manager interacts with other people.
TYPES DESCRIPTION OF ACTIONS EXAMPLES
1. Figurehead Perform social and legal duties,
act as symbolic leader.
Greet visitors, sign legal
documents,
2. Leader Direct and motivate subordinates,
select and train employees.
Staffing, training
3. Liaison Establish and maintain contacts
within and outside the
organization
Performing activities that
involve outsiders





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TYPES OF INTERPERSONAL ROLES
Informational roles How a manger exchanges and processes information.
TYPES DESCRIPTION OF ACTIONS EXAMPLES
1. Monitor (receiver) The manager receives and collects
information
Reading magazines and
reports, maintaining
personal contacts
2. Disseminator of
information
Manager distributes information
within the organization
Send memos and reports,
inform staffers
3. Spokesperson Manager distributes information
outside the organization
Pass on memos, reports and
informational materials,
giving information to the
media.

TYPES OF INTERPERSONAL ROLES
Decisional roles How a manager uses information in decision making.
TYPES DESCRIPTION OF ACTIONS EXAMPLES
1. Entrepreneur Identify new ideas and initiate
improvement projects
Implement innovations;
Plan for the future
2. Disturbance
handler
Deals with disputes or problems
and takes corrective action
Settle conflicts between
subordinates, Choose
strategic alternatives,
Overcome crisis situations
3. Resource allocator Decide where to apply resources Draft and approve of plans,
schedules, budgets; Set
priorities
4. Negotiator
(mediator)
Defends business interests Participates in and directs
negotiations within team,
department, and
organization








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Relate to the case study, the different of management roles and responsibilities in both case
based on minzberg managerial roles is in case A and case B
CASE A CASE B
Leader Leader
Disturbance Handler Resource allocator
Spokesperson Monitor
Entrepreneurship Entrepreneurship

In case A which is Ali is as Service Manager at Malyasian Gas Sdn.Bhd. We already know that
leader role is as the act of directing goals and evaluating employee performance, including
monitoring, training and motivating the employees. Here we can see Ali has the responsibility to
set personal and group target for his employees within his span of control. Other than that, as a
leader it requires him to direct and manage the performance of his employees. He will spend
time communicating effectively, training and mentoring employees, supporting employee
efforts, and evaluating employee performance. As a leader, Ali must build relationships with
employees and communicates with, motivates, and coaches them. So that, the employee will
more motivate and attract them to work effectively and hardworking.
Next, in case B which is Adam is a Financial Manager at Minami Store. He also has the
same responsibility with case study A which is Ali. Here we can see, Adam as the key
player in the running of a store. His role is to develop ways of making the store is
profitable. So, here we can conclude that as a leader Adam need to play an important role
to manage the store with the right time. So that, the data of the store are in the well manage
condition. Different case at which Ali needs to manage the performance of his employee.
Other than that, next role is the disturbance handler. Here we see, Ali needs to deal with the
customer complaints. We already know that, the responsibilities the disturbance handler is
dealing with unexpected events. So, by having the management roles which is disturbance
handler, the business will not have any problem. This is because Ali has taken corrective action
when the organization faces important. For example, in this case Ali has dealt with customer
complaints such as about the bad services or product that served by the worker is not
delivered. He needs to solve the problem such as give good services to the customer so that

BUSSINESS STRATEGY-ASSIGNMENT 1 | NUR ABIDAH BT ZULKIFLI HND 4C| 18

the company Ali which is Malaysian Gas Sdn. Bhd. can gain more customer satisfaction and the
same time it also can improve the company name.

The next role in case A is the spokesperson. As we know, the responsibilities spokesperson is
transmitting information about the organization to outsiders. Here we can see, case he need
positively promote his company and its product. From that, the company can attract more
potential customer of the business. Other than that, Ali needs to have a contact of the other
people. For example, media electronic, through this Ali can easily make promotion and the
same time it can attract the customer come to the business and make the people well known
about the company direction.

The other role is a monitor. As we know, monitor seeks internal and external information
about issues that can affect the organization. It involves the task of researching, locating and
choosing useful information. Here we can see, Adam involved in the day-to-day management of
the store and needs all aspects of its operations. Adam needs regularly seek out information
related to his store and industry, looking for relevant changes in the environment.
The last roles in the case A is the entrepreneur. As we know, every business, it must have
the role of entrepreneurs which is an entrepreneur is someone who organizes and manages the
business. Here we can see, Ali has a responsibility as a Service Manager he needs to organize
the routines so that it meets the needs of the customers in the company, as the entrepreneur
he need to make a change that will satisfy all the people around the company so that the
business will be run smoothly. So, to fulfill the responsibility Ali takes on the work of evolving
the systems that guide to the best routines that suit for all people in the company.
The differences between in case A and case B is Adam must be a strategic thinker with
the ability to plan ahead to shape the commercial direction of the business. This is because he
need to manage all the resource to continue to develop innovative goods so that their business
can easily compete with their competitors. So here, Adam need to using various method to
know whether the company will improve the profitability of the store so that they will get the
comfortability when working. From both cases, they might apply the same managerial roles but
each of managerial roles in a company may be different depends on the activities conducted by
the company and they also have different responsibilities and roles.

BUSSINESS STRATEGY-ASSIGNMENT 1 | NUR ABIDAH BT ZULKIFLI HND 4C| 19

In Case B, the role that involves is resource allocator. We already know that, distributes
resources of all types, including time, funding, equipment, and human resources. Here we can
see, Adam needs to assess the cost and benefits from the use of security camera. This shows
that Adam as a resource allocator needs to make decisions about how to allocate people,
budget of the company spending so that it not give the impact to the company , equipment and
time. He also needs to determine where store resources are best applied.


























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