Summer Semester, 2014

Human resource management (mgt-203)

Section: KA

A Group Report
On

Concord Group of Companies

Submitted to

Lucky akter
Lecturer of Business Administration
Department of BBA

Submitted by:
Rashel Ahmed, ID no. 12331526
Batch -31 st

Assignment on Concord Group of Companies

About Concord Group of Companies

Concord group is one of the established group of companies in our country. They have
established some important structure in our country. Such as_ National Monument, Zia
International Airport , Indoor Stadium at Mirpur and Bangladesh Shilpa Bank Vhaban. They also
established telecom building at singapur(abroad). They also established the first amusement park
in our country. Like fantasy kingdom and water kingdom. The first private housing society made
by lake city concord. They produce ready-mix concrete batching plants. This ready-mix concrete
export to the abroad.

INTRODUCTION

Business ethics is the study of what constitutes right or wrong , good or bad ,human conduct in a
business context .The years between 1500 and 1800 were important to business ethics , this was
a period of social and religious revolution . ethical helps you and your employees make
appropriate decisions. Too many ethics discussions are theoretical. Here are six very practical
steps for ethical decision making.

Laws

Rules & Procedures

Values

Conscience

Promises

Heroes

LAWS Laws are created to help society function. Is the action you are considering legal. In
general, ignorance of a law is no excuse for breaking the law.
RULES & PROCEDURES Companies create specific policies and procedures to help the
business function appropriately. Typically, these rules have developed as ways to keep the
company successful and avoid problems
VALUES These social principles help to create societys laws and a companys policies and
procedures. In turn, laws and policies reinforce the values. One example of values in operation is
to ask yourself: Does the action Im considering follow not only the letter of the law, but also
the spirit of the law.
CONSCIENCE This internal sense of right and wrong develops from an early age. Your
conscience recognizes certain principles that lead to feelings of guilt if you violate the principles.

PROMISES Business is based upon trust. It is the belief that what is stated will be delivered.
Will your action live up to the commitment that you made to the other person (customer, client,
supplier, employee, employer) in the business relationship? Will your action build more trust?
HEROES Every person has at least one individual who is a role model in some way. A hero
may be a parent, teacher, coach, mentor or friend. Is your action what your hero would do in the
same situation? How would your hero act?
Using these six guidelines will help you take action that is ethical.
FINDINGS
On the basis of my research I have found some major points which I have given below:

Right facilities provided to the customer :

In concord group Customer satisfaction frequently is based on the quick and efficient handling of
problems, or upon the satisfying of specific and unusual customer requests. Many times,
customers will ask for something that employees do not have the power to approve. As a result,
employees may have to say no far too often, or else go through lengthy processes to contact
superiors in order to get permission..
Each customer comes to the business with unique needs. To make a sale, and to create a lasting
customer, the company has to fulfill these needs. When customers have special requests, make it
easy for your representatives to supply what they need. The best way to accomplish this is to set
policies that give customer reps as much power as possible. Why require them, for instance, to
go through tedious procedures to reach management with specific customer questions when
invariably the answer will be yes anyway? Why not at least re-work lines of communication so
that managers can be reached in a matter of moments (and not hours or days) when unusual
situations arise?
To be able to say yes to customers more often, employees need to be supplied the resources to
do so. It may be necessary to re-think established policies, which can mean shifting
responsibility for certain decisions from the back office to the front lines, where representatives
are actively dealing with customers. This may mean upgrading representatives skills, or even
seeking higher capability in representatives at the time of hiring. A business is totally dependent
on its relationship with customers. Why keep your most qualified employees tucked behind outof-the-way desks? Put them out where the action is, and where the company makes its money.
Empowering customer reps may mean reworking the barriers between departments. Such
barriers can become stifling to growth and change in a business. In many successful companies,
managers do not think of themselves as functioning in a different sphere from sales people or
customer service reps. Managers should be integrated into every customer-based activity. If

theyre not, your company runs the risk of becoming stagnant, with many customer-service needs
not being addressed.
Remember, empowering employees means offering them the chance to take risk, to make
mistakes. When people make decisions, errors will occur, no matter how experienced or qualified
the employees are. When giving employees the power to say yes, you need to make them aware
that occasional mistakes are ok, and even inevitable.
Allowing employees the opportunity to actively solve customer problems can pay enormous
benefits. First, it spurs employees to function with greater enthusiasm and confidence.
Employees want to be able to say yes. They want to be able to solve problems and give
customers what they want, or at least work actively with them toward mutually agreeable
solutions. Second, customers will sense the difference in employee morale and energy, and
appreciate having their requests handled quickly and efficiently.

Right information about the customer at the time of sale :

In concord group maintain Outstanding customer relations dont just happen. They are the result
of careful planning and dedicated attention over time. Keep records about your customers. Find
out what they like and dislike. Then, when you see them again, youll be able to establish a little
deeper relationship that quite likely will translate into future sales-and a dedicated customer. In
todays Workshop, writer Jeff Moses offers some suggestions to improve your customer service
tactics.
Whenever possible, write down on a customers sales receipt (or to an attached note) any
personal information that youve learned about the person during the sale. This may include
information such as:
1) Items they have purchased
2) Specific products or services you discussed with them
3) What they would like to see in your stores inventory
4) Notable preferences or hobbies that pertain to your business.
Photocopy or rewrite the information in a notebook or in a special file on your computer. By
collecting and storing such information, youll be able to personalize your selling to this
individual. You may even spot upcoming product trends when you notice that a large number of
people are interested in specific products.
All the large merchandisers collect as much information as possible about their customers. Such
target marketing is the way business is done today. Knowing about customers gives the

opportunity to contact them when special sales are underway, or when specific products that they
might be interested in have arrived.
In essence, sales should always be thought of as fulfilling a need that the customer has. By
anticipating a customers need in advance, youll be ahead of the game.
Whenever youre in touch with a customer, whether in person, on the phone, or through the mail,
try to personalize your contact by referring to items that youve recorded on their chart. When
you can refer directly to specific aspects of a persons interests, theyll warm up to you more
quickly.
Respect, Responsibility, Results to the customer and co-workers :
Whos responsible for acting ethically? You are! It isnt the company. It isnt just the business
owner. It isnt only your manager. It is every person. Ultimately, each of us is responsible for our
own actions, including being ethical. Considering the 3Rs will point you and your employees
in the right ethical direction.
The first R of business ethics is RESPECT. It is an attitude that must be applied to people,
organizational resources and your environment. Respect includes behavior such as:

Treating everyone (customers, co-workers, vendors, etc.) with dignity and courtesy.

Using company supplies, equipment, time, and money appropriately, efficiently, and for
business use only.

Protecting and improving your work environment, and abiding by laws, rules and
regulations that exist to protect our world and our way of life.

The second R of business ethics is RESPONSIBILITY. You have a responsibility to your

customers, your co-workers, your organization and yourself. Included are behaviors such as:

Providing timely, high-quality goods and services.

Working collaboratively and carrying your share of the load.

Meeting all performance expectations and adding value.

The third R of business ethics is RESULTS. Essential in attaining results is an understanding

that the way results are attained the means are every bit as important if not more important
than the ultimate goals the ends. Using the phrase The ends justify the means is an excuse
that is too often used to explain an emotional response, or action that was not well planned or
carefully considered.

Obviously, you are expected to get results for your organization and for your customers.
However, you are also expected to get those results legally and morally, by being ethical. If you
lose sight of the distinction, you jeopardize your job, your business and your career.
Business Toolbox of the marketing :
In the wake of Enron, World.com and other highly visible corporate scandals, customers are
focusing more than ever on the integrity of companies with which they do business. Maintaining
ethical relations and honesty with customers can help a small company attract new business
while improving its own internal operations.
Integrity and honesty have always been essential parts of good business practices, but in todays
business climate they have become as important to customers as quality of products, services and
warranty work. Because of this, small companies can benefit by making sure customers know
about the companys attention to core values. The best ways to do this are the following:
1. Incorporate the theme of ethical standards into all marketing:
Ads could contain wording such as: Providing integrity for more than 20 years (or as long as
the company has been in business); Honesty and integrity are the foundation of our company;
or We pride ourselves on the integrity of our customer service. These general statements can
help generate an image of honesty and trustworthiness.
2. Provide details demonstrating your integrity and honesty.
Specific details are always more compelling than generalities. When possible, expand upon
the statements suggested in the previous paragraph. For instance, when claiming, We pride
ourselves on the integrity of our customer service, you might list reasons this is true. The list
could contain the following, depending on your type of business:
Our managers personally inspect each repair.
We are eager to answer your questions and show you exactly what type of work has been done.
We use only factory-authorized parts.
Your 100 percent satisfaction is guaranteed. Inform us of the problem and well fix it. Our
company has been named (list an award or special designation) for manufacturers in our field.
These lists can be included in ads, brochures, plaques or flyers.
3. Use one-to-one marketing by your staff.
Each staff member should be instructed to personally ask customers how satisfied they are by
the service received, quality of products purchased, warranty work or other work completed.
Staff members should be empowered to solve customer problems or to quickly bring in other
staff who can. It is a truism of business that the best way to create a loyal customer is to directly

and immediately resolve a problem they have. Customers understand that things sometimes go
wrong, even in the best companies. How these instances are handled is the key.
4. Use little gimmicks to add to the image of integrity.
For instance, employees can wear buttons that say: Ask us about our integrity policy, or
Integrity is more than just a word at (name of your business). Hang banners with similar
wording in your place of business.
5. Whenever you display your companys name, consider adding a tag line beneath it
promotes the image of honesty and ethical concern for customers.

that

Part of your marketing research should be devoted to discovering what your customers really
want in the way of customer service. This may seem obvious, but each company and each type of
business has unique products, services, warranty guarantees and other aspects of business that
attract customers and keep them coming back. You can give out customer surveys that directly
ask how your business can be improved. Ad agencies can research customer tendencies and
desires. Also, your staff should continually be on the lookout for what types of extra care
customers react to most enthusiastically.
To be successful in presenting promises of ethical values, its essential that a company truly
develops and maintains the values it claims to have. Customers quickly see through hollow
promises and false claims.

LACKING
From findings and analysis we have found some lacking. These are as followsConcord Group involves a lot more than compliance with company policies, laws and financial
regulations. Such as# They are not maintain all-time quality and standard.
# Little white lies dont (or do) tell; (Marketing, customer and co-worker)
# They are not seriously handle customer complaints
# Some time they are not appropriate wage for work performed.
# Office supplies you dont (or do) take home;
# Commitments you make and keep (or dont keep);
# Personal business you dont (or do) conduct at work;

# Unimportant work rules you follow (or break);

Recommendation
Having considered the lacking, we have some recommendations below.
A. The concord group to maintain consistent ethical behavior among all parties
connected with business.
B. They are obligated to be honest and tell the truth ,fair and just in dealing with
others, honest and trustworthy in honoring agreements and contracts and sincere in creating
congenial working condition for employee etc.
C. Now-a-days customers are not satisfied with only the facility they need more. So,the
companies can give more facilities like service provide to the people at reasonable price , Will
buy raw materials from the society and to maintain quality & standard .
d. The concord group to maintain healthy and safety working condition and also maintain
environmental pollution to the minimum (produce concrete batching plants)

Conclusion
Now-a-days ethical practice in business is a very importance to the establishment and
maintenance of vital and significant relationship among human beings- specifically, in this case ,
among employers .employee, competitor, consumers, suppliers, community etc. As in other
areas, ethical principle have the string for goodness and avoiding of badness, the just fair
distribution good and bad ,honesty and truth telling , and individual freedom .