Assignment
Course BTEC HND Business
Title: Management
D/601/0578
Unit No.
Business Decision
& Title:
Making
Semeste
r/ Batch 5,6,7
No.
Learning
Outcome LO1, LO2, LO3,LO4
s:
Issued
Date:
05.11.2013
Studen
t
Name:
Edexce
l No.:
Centre
Ref.
No.:
E-mail:
Submit
Date:
31.12.2013
Decision making
Assignm
Assess
ent
process of real time
Mr. Faiz
or:
Title:
business
Assessment Feedback
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de
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ed
Criteria
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* The assessor has made sufficient comments within the work and brief is
mentioned here.
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1 | Page
Student Signature:
Date:
Table of Contents
TASK 1 Scenario:.......................................................................................................................3
TASK 2.......................................................................................................................................8
TASK 3.....................................................................................................................................12
TASK 4.....................................................................................................................................19
References................................................................................................................................23
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TASK 1 Scenario:
You have been approached by Siddhalepa Group of Companies, to conduct a research to
improve customer awareness and satisfaction in the Hotels and Spas belonging to this
group. You have been approached to conduct a thorough research and finally present the
details to the group itself.
1.1 Create a plan for the collection of primary and secondary data for a given business problem.
They are two types of sources that can be used when conducting a research: Primary and
Secondary.
Primary sources give first-hand results that are provided by a research or study directed
specifically for the case in question.
Secondary sources usually interpretation or an analysis of a primary source.
In the case of SIDDHALEPA GROUP OF COMPANIES, the usual sequence would be to
start by searching for potential reasons for the low customer satisfaction, in other words
secondary sources to reduce the range of possibilities. Internet and Books are usually the best
secondary sources to start the search.
The next step for SIDDHALEPA GROUP OF COMPANIES would be to focus on primary
sources that provide more accurate and relevant information. SIDDHALEPA GROUP OF
COMPANIES has already identified the main problem by interviewing the customers that
actually left the firm. After acknowledging the customers satisfaction issue, SIDDHALEPA
GROUP OF COMPANIES has to conduct a survey that will give them a closer insight on the
reasons why the customers are not satisfied. The survey will provide SIDDHALEPA GROUP
OF COMPANIES with relevant information that will help find solutions for the current
concerns.
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TASK 2
2.1
a) As mentioned before, SIDDHALEPA GROUP OF COMPANIES has 150 customers. After
conducting the survey, the Human Resources Management decided to study the results in a
specific way. They are going to separate the results based on the functions: Managers,
Executives, and Assistants/other based on their income and spending nature or behaviour.
Questions (refer above) Managers Executives Assistance/other
Q2 - 80% said 3 years or more 70% said 1 year or less 60% said 2 to 3 years
Q3- 90% said Well 60% said NOT Well 70% said EXTREMELY well
Q4 - 70% said Good 80% said Unsatisfactory 60% said Best
Q5 - 90% said High 80% said Extremely High 70% said Low
Q6 - 70 % said Satisfactory 90% said Unsatisfactory 60% said Extremely Unsatisfactory
Q7 - 80% said Appreciated 60% said Not appreciated (only fellow Executives) 70% said
extremely appreciated (not by managers)
Q8- 80% said Satisfied 70% said unsatisfied 60% said extremely unsatisfied
Q9- 80% said Unlikely 70% said extremely likely 60% said likely
Q10 No repeated suggestion Better Managers Better management
The results of the survey have clearly showed that the main unsatisfied customers are the
Executives who are followed by the assistants.
Question threes results show clearly that the money is not the motive for SIDDHALEPA
GROUP OF COMPANIESs customers early departures.
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TASK 3
1 YEAR OR LESS
2 TO 3 YEARS
FIG 1.1
After reviewing the question asked to customers about how often do the visit the hotel. The
responses have been quite interesting that most of them have been quite familiar with the
hotel and they have been visiting the hotel with the highest number being 3 years and more.
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Column2
40
30
20
10
0
well
Not well
Extremely Well
FIG1.2
For the service that these customers pay for the response received summed up was they were
satisfied was majority said they were well satisfied right behind note well satisfied and finally
on a balanced note extremely well satisfied.
90
80
70
60
50
Column2
40
30
20
10
0
Best
Good
FIG1.3
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Unsatisfactory
100
90
80
70
60
50
Column2
40
30
20
10
0
High
Extremely High
Low
FIG 1.4
After a long hectic day when they come to the hotel to relax how well they are relief and
stress management received by the customers most of them responded they are highly
satisfied.
90
80
70
60
50
40
30
20
10
0
Column2
FIG 1.5
A supervisor has to make sure the service reaches the entire customer and theyre content
with the services. Now the customers perspective of how the supervisor manages the
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80
70
60
50
40
30
20
10
0
Column2
FIG1.6
The customers feel appreciated by the co-workers of this Hotel and they seem
happy with the hospitality provided to them, Followed by others who had their
personal opinion to provide.
80
70
60
50
40
30
20
10
0
Column2
Unlikely
Extremely Ikely
Likely
FIG1.7
When customers see new destinations they opt to go there to try it out, if the service and
varieties seems to attract them they opt for it if not they prefer their usual spot. similarly
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f(x)
50 =
45
f(x) = 0.91x^2 - 4.7x + 12.39
40
35
service result
Rated by Customers
30
25
20
15
10
5
0
3
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10
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SCENARIO 2
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TASK 4
4.1
A managers effectiveness is largely dependent on the existence of an equally effective
management information system MIS. An MIS provides information on a variety of different
organizational functions, allowing a manager to plan, monitor, and evaluate operations and
performance. MIS outputs also enable a manager to make strategic decisions and intelligent
choices that shape an organizations future vision and mission. Monitoring and evaluation are
twin sisters. They assist management in knowing whether program objectives are being
achieved, to what extent there is need for mid-course correction to address emerging
problems, in the environment, or and assess employees efficiency, and maintenance of
standards. Both examine indicators, targets, criteria and standards. The meanings and
definitions of monitoring and evaluation are often contentious because of the two activities
substantial overlap.
Following are the useful information that should be stored in each management level
Do our organizations MIS collect all the data we need, and do we Use all the data it collects?
Is our MIS understood by staff at all levels, or is it complicated with many data elements,
variables, formats, and procedures?
Does our MIS enable us to link program and financial information?
How often do we as a team review data and use it as a basis for planning, resource
allocation, problem-solving, program monitoring, and other decision-making?
Do we use data to provide feedback to all levels of the organization?
Can we create user-friendly presentations of our data to share information with others?
How often do we monitor, and what do we do with the information and insights we gather?
Do we use tools or instruments such as checklists systematically during monitoring?
How do we use results of assessments and evaluations?
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4.2 Prepare a project plan for an activity and identify the earliest and the latest event time to
identify the critical path
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References
ADFC (2013) Untitled. [online] Available at:
http://www.dcf.state.fl.us/admin/publications/docs/empsatis.pdf [Accessed:20 Jan 2014].
En.wikipedia.org (1996) Survey methodology - Wikipedia, the free encyclopedia. [online]
Available at: http://en.wikipedia.org/wiki/Survey_methodology [Accessed:20 Jan 2014].
En.wikipedia.org (2013) Correlation coefficient - Wikipedia, the free encyclopedia. [online]
Available at: http://en.wikipedia.org/wiki/Correlation_coefficient [Accessed:20 Jan 2014].
Google Books (n.d.) Business Statistics. [online] Available at:
http://books.google.co.uk/books?
id=KQ25WExx5usC&pg=PA285&lpg=PA285&dq=mean+standard+deviation+customers+sa
tisfaction&source=bl&ots=Jkj_31QSbT&sig=u1pyrGdUfQuVuF_xADA6u5NOnOE&hl=en
&sa=X&ei=j1p9UZqnC4epOra4gfgJ&ved=0CEMQ6AEwAg#v=onepage&q=mean
%20standard%20deviation%20customers%20satisfaction&f=false [Accessed:20 Jan 2014].
Hspm.sph.sc.edu (2009) NPV and IRR -- Measures for Evaluating Investments. [online]
Available at: http://hspm.sph.sc.edu/courses/econ/invest/invest.html [Accessed:20 Jan 2014].
Investopedia.com (2013) Correlation Coefficient Definition | Investopedia. [online] Available
at: http://www.investopedia.com/terms/c/correlationcoefficient.asp [Accessed:20 Jan 2014].
Ncalculators.com (2013) Correlation Coefficient Example. [online] Available at:
http://ncalculators.com/math-worksheets/correlation-coefficient-example.htm [Accessed:20
Jan 2014].
Princeton.edu (n.d.) Primary vs Secondary Sources. [online] Available at:
http://www.princeton.edu/~refdesk/primary2.html [Accessed:20 Jan 2014].
Simon.cs.vt.edu (n.d.) Measures of Dispersion I. [online] Available at:
http://simon.cs.vt.edu/SoSci/converted/Dispersion_I/ [Accessed:20 Jan 2014].
Simon.cs.vt.edu (n.d.) Untitled. [online] Available at:
http://simon.cs.vt.edu/SoSci/converted/Correlation/whcrop1b.gif [Accessed:20 Jan 2014].
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