19.

1A)

The Achievement of each and every company depends on the management. The way it
behaves, how he directs each and every way, controlling. Playing the role of manger is
difficult but also motivating. They need to develop effective management skills and should
diplomatically deal with precise challenges; as the main problem of each organization are the
urgent needs of many businesses and organizations in this world.

It is based on four important characteristics: - Planning, Organization, Leadership and

Controlling, Time Management.

Success which is important for each and every organization depends on the management. Different
ways of behaviour, the manner in which they direct the company and control it are also one of the
factors which are dependent on it. The role of the manager which we all strive for to become is hard
as well as motivating. Managers need to possess appropriate management skills as well as abilities
and have to be capable enough to diplomatically deals with precise challenges, the main reason
behind that is that every company are in deep need for getting business in the world.

It comprises of 4 main fragments:-

Planning

Organization

Leadership

Controlling

Time Management

Following 5 facts interconnects to the entire structure of an organization as well as the influence on
the company they belong. It not only specifies how proper organised as well as effective is
management skills but also signifies the method they runs the business along with how efficiently
they manage the changes which are important and needs to take plane in an company.

Management Responsibilities:-

Management is a procedure that is comprised of the following 5 segments Organizing,

Leadership, Planning, Time Management and Controlling so that they can accomplish their
target. If all these things are appropriately organized then the outcome will be known as a
successful future whereas if it doesn’t go according to that than consequence of that
organization would be considered as a failure.

This is why these days in order to cope up with such issues normally all large as well as midsize
organizations come to professional managers as well as to administrator’s seeking help, where they
normally go outside and search of appropriate applicants.

Below are the points described in depth:-

Planning: - Planning fluctuates from level to level as well as from company to company. It also
comprises of targets, aims and objectives for the company and will discover a technique in order to
accomplish the goal. There are various types of planning
 Vision
 Decision making
 Strategic thinking.

Organising- It all depend on the organization how they utilize their resources, how do they finish
the projects, as well as the process for accomplishing goals. The following structure is being
considered as organizational structure. It is one of the vital thing which needs to look after the choice
which is being made regarding the structure will be important for the company, business, customer’s,
as well the products and services.

Directing: - Even directing is being considered as one of the vital thing for the management
in a company. There are many companies where directing comprises of creating assignments,
or supporting staff members to complete assignments, inferring organizational strategies, as
well as notifying staff members regarding their performance.

Controlling: - It is being considered as one of the main role that every manager should implement in
order to decide when, how as well which target an organization have to accomplish. This means
observing the overall performance, and also verifying with the same standards that has been set
earlier.

Task 19.1B

Strategic Objectives

The phrase “strategic objectives” denotes for the organization which are connected to
goals or which applies to the foremost change else competitiveness as well as social
issues, Strategic objectives are the one which largely are beneficial to externally as well
as internally and relate to vital consumer, worldwide market, product, or technological
prospects as well as challenges that you get ahead.

We will give an example of TATA motors for the task 1 as it is being considered as one of the
foremost company which is being managed under Ravi Kant known as a vice chairman of Tata
motors. Tata Motors was formed in the year 1945 and their main production was Locomotives as well
as various added engineering stuff. The organization in today’s globalised world ranks amongst
world’s top 10 manufacturers regarding the commercial automobile. After doing the analysis we came
to know that around 70 countries TATA motors vehicle are being used.

The main criterion was to launch a DMS Solution.

 Upsurge in sales as well as profitability through easy as well as Practical

management.
 Enhanced as well as advanced accurateness regarding dealer-captured facts.
 Create a Connection amongst Company as well as dealers.
 A strong feedback.
 Each and every achievement needs an efficient manager which if not then it will not
be possible to be what they have done today. At this scenario we can see that
management have been successful in achieving the vision regarding business,
practical planning with regards to growth prospects of the organization.

The main motto of Tata motors can recognised after reaching the strategic level by
keeping the interest of stakeholders which are consumers, suppliers, staff members,
shareholders etc. these all needs to be accomplished through internally as well as
externally aims to obtain operating objective.

 By adopting “counteractive measures” in the place where Tata Motors were

facing issues in handling the consumers database, hence to cope up they
created an IT solution department by collaborating with IBM as IBM can aid
them in providing all the latest technology solutions, with this we can say that
the company has taken a correct decision in overcoming from the problem
they facing.
 By completing all the work fast as well as speedy along with giving the proper
solution to the consumer and helping them by giving them service more than
they expected. Also appropriate use of facilities as if it is used efficiently will
result in completing the work fast and easy.
 Completing work on time by taking in to use the latest as well as advanced
facilities will not only save the time but will also help in saving the money by
rendering suitable service to the customers.

REF.

http://creativecommons.org/licenses/by-nc-sa/2.0/uk/
http://livecampus.estudents.org.uk/mod/resou /

Task 19.1C:-

Sun Microsystem’s aims and goals can recognised after reaching

the strategic level by keeping the interest of stakeholders which are consumers, suppliers,
staff members, shareholders etc. these all needs to be accomplished through internally as well
as externally aims to obtain operating objective.
By adopting “counteractive measures” in the place where Sun was facing the issue in
handling the call abandoned rate, resulted in the hiring of more staff which started the Email
Desk which helped them in going the process 24x7. This helped him in Lessing down the call
abandoned percentage and process was saved.
 By completing all the work fast as well as speedy’ by implementing the services such
as giving appropriate solution to the Clients, an expert Field support advisor will help
in increasing the performance of the company. Appropriate services as well as their
proper usage will help in finishing the given task fast as well as easy.
  Completing work in time by taking into use all the latest technologies and facilities as
well as the trained advisor’s not only helps in saving time but also helps in saving
money by rendering correct facilities to client.
 EDS have been proved successful in implementing all the company abilities by
performing the things right on time as well as completing all the work fast and
speedy. With the help of these services customers felt a lot of satisfaction.

REF.

http://h10134.www1.hp.com/news/releases/

http://h10134.www1.hp.com/services/

http://sitagita.com/bpo/firms-companies/mphasis.html

TASK 2

19.2. A

IT mainly gives importance to the organizational ethics and values on how the work is done
within an organization. A process is thus a definite ordering of work activities across time
and place, with a beginning, an end, and clearly defined inputs and outputs. It comprises of
three main processes which is essential of any organization such as Management process,
operational process and supporting process. Further it is being defined in the form of the
Resources, Tools and System that is essential to support the business.
The term business process compiling of all the actions strategic for generating an in
depth outcome no matter if it is related with the customer, Market else destined
accomplishing the aims and objectives. These majorly always provide more
importance for the organizational ethics as well as values where it will be discussed
on how and when the work needs to be done in a company. Later it will be known as
the form regarding the resource or else tools.

Resources of business

It is being illustrated into following fragments:-

Financial Resource: - Finance is essential for each and every business so that they can
operate their strategy For e.g.: If a organizations would like to do a promotion with regards
to their new product in the market, its requirements such as capital for investing in order to
prepare the project, Marketing as well as publicising. This type of policies requires a
cautiously organized firm with regards to the financial prospects.

An organization also requires doing an auditing with regards to financial part depending on
the following aspects:-

Current Finance: - It is being fragmented into subsequent selections where they have got the
overdraft as well as cash balance, loans or else creditors, as well as the shareholder the
organization has.
Capability for raising new funds: - The raising of funds as well as the obtainability regarding
funds matters where the company stands in the market and what is it’d position. There also
other factors which plays and role such as relations with the investors, the share cost etc.

Human Resources

HRM is being considered as one of the crucial department with prospects to accomplishing
their goals; they also take care of the business skills as well as its needs. It has a various of
activities and work among themselves and then they decide what do they need, they have as
well as they will discuss about the independent freelancers else will recruit new staff in order
to fulfil their needs, Recruitment, Selection and training the finest employee, also have to
ensure they would be high performers.

Existing staffing resource: - This pay attention on every fragment from step 1 that is
recruiting until organizing, queries related to helpdesk, full and final settlement and provident
fund.
Changes required resources: - What Modifications that needs to be done in order for proper
operating like place, or location or else new product or service.

Intangible resources:-Can be overlooked without problems, but main thing which plays an
important role is its image formed by consumers, their goodwill, as well as rational property.

System: -

It has been categorized in the subsequent groups: -

Auditing System: - It is a form of process which is being used in order to determine where the
business stands in today’s market.
Maintenance system: -System Maintenance: - This are anxious with regards to the
comparative constancy, of each and every company, as the management would be providing
rewards, their roles etc. who are basically working within the company.

Design System: - The development idea pacts through current as well as quality
enhancements which were required for running the company efficiently. This can be
associated through human, mechanism, marketplace, else competitive tasks confronted in
business.

Tools:-

 Measurement Tools: -
 It is vital for a company as it permits to create a strategy rendering the requirements
and prerequisite designed for modification and growth.
  Investigating and assessing the present drawbacks, weakness of the business as well
as creating innovative standard in order to cope from them.
 Approximating the price aids in reducing the excess use of assets of the business as
well as can operate in probable manner.
 Improvement Tools: - This is being categorised in the method whenever a company
plan is prepared to recognize the organization’s figures, place where the company
stands in the existing marketplace thus that well-organized plan can be implemented
in order for improving.

19.2B

Quality Audit is a process that is performed through internal as well as external auditor.
Quality Audit had been an imperative fragment of a company by way of connection related to
ISO 9001.

 Audit is a process designed for inspecting the accuracy for manufacture in a company.
Later it will be categorized subsequent norms such as auditing in technology.
Operative audit & auditing in quality. Every company whether it may be domestic
else international have to be ISO certified 9001. Eg: - As Electronic Data Systems is
known as ITE have to preserve its image by rendering decent quality service to their
clients with appropriate answers. Hence EDS also support issues of Desktop
computers, netbook, Microsoft outlook, software’s etc. EDS also confirm that every
call would be answer appropriately and every data will be given to customers what
they ask for. There are parameters which are being kept in mind whie doing auditing
such as service given, their communication services, Company management. And if
all these parameters are not being met then the company would not be given
certification of ISO 9001 which will result in losing the Goodwill. There are more
different quality parameters in an organization excluding these.

Task 19.2C –

 Below mentioned are the steps to makes sure continuous monitoring as well as
development of process.
 Quality circles- having an in depth conversation related to the organization rules and
difficulties they hold up a conference so that they can resolve the concern issues as
well as giving newest updates regarding organization. Mostly every business has
adopted TQM theory.

EDS also tailed through the identical process besides wherever they directed an email to
every employees asking feedback, as well as existing plan else policy applied in company.
 2.) ISO9000- ISO 9001: - It is considered as major certification awarding organization
possessing standard principles which requires to meet the international organization
for standardization 9000 which comprises of:-

 Methodical procedures need to take by respects to entire responsibilities as well as

duties of an organization.
 Furthermore preserving satisfactory archives intended for the dealings.
 Performing an audit check on after every gap in order running the business in
effective manner.

TQM:-Total Quality Management was being formed in Japan which in the later
period became one of the essential theories for each and every company.

It mostly denotes regarding to the management approaches that have good service,
output. It considers undertaking accurate things at accurate time by filtering the
procedure regarding the excellence as well as the service rendered. FSA generally
give a bit anxiety for the rights to service which is being rendered to clients keeping
quality criteria in mind, field engineer, insurance this is the reason Electronic Data
System rigorously follows the total quality management theory because it offers a best
road for dealing the consumers in an easy manner. Hence the outcome would be a
positive feedback for the organization by customer which will be developing a good
goodwill across the market.

Task 3

19.3 A)

MONITORY ACTIVITY

Electronic Data Systems is one of the leading ITE’s in the market across the globe which is
merged up with the IT Company HP. It has its headquarters in USA. EDS delivers an high
performance, clients support having its branch all over the world. EDS general conveys its
facilities as well as solutions approximate of 3000 clients globally and having 30 business.
EDS is being given an award for by the IAOP which is being referred as international
association of outsourcing professionals.

WORK ACTIVITY
Association’s aid EDS carry inventive resolutions which are faster apart from any other organization
will be able to do by their own. Example: - we have an collaboration with many it software’s
companies such as SAP, Microsoft, Dell, IBM, Cisco, Avaya, Oracle whose we provide an solution
and participate in every new technology expansions which will be proving beneficial for the clients.
The Union as well as affiliation associates comprises of:-

Microsoft,
SAP,
Oracle,
People soft,
Avaya,
Outlook,
IBM,
DELL,
HP,
Affinia
Xerox printers, etc.
Electronic data systems delivery branches in India deliver broad series regarding to technology
competences as well as BPO’s resolutions as they r tactical foundation of EDS worldwide. EDS India
Personnel comprises of 40,000 employees who are currently employed in conveyance centre across
Mumbai, Delhi, Gurgaon, Chennai, Bangalore. With the help of this network we provide world-class
facilities to all companies who are currently hunting for leveraging the aids for offshore outsourcing.

Problem Identification:- Timetable obedience is being considered as one of the most vital substance in
every company as it benefits the company in generating good productivity. There are numerous
aspects impelling the problem externally as well as internally.

After a law which was passed that smoking is not allowed in public areas that time no
ITE’s BPO or KPO employees given permission to smoke publically and were being
provided with a separate smoking area in the company. Hence when EDS adopted the
step of closing the smoking zone staff members have to venture out of the company
and smoke and this change was being considered as one of the biggest change the
reason behind that was maximum of the employees were smokers and if they have to
go out of the company’s ground and smoke and also follow timetable for the break
was sumthing impossible as it took 20 minutes for aux 7 instead of 15.

OPPORTUNITIES FOR IMPROVEMENT

Ban on smoking in the public premises, hence staff members have to go out of the
sites and then smoke this created a new problem as instead of coming on time they
came late which was also affecting company’s productivity.
Hence Management use to give them CAP as well as PIP memo’s to each and every
employee who come late form the their breaks, this was not a proper procedure
followed even when they were having a honest cause. Performance Improvement Plan
as well as CAP memo used not only affects the employee’s productivity but also its
growth in that company.

19.3 B) The solution to this problem that can be taken into consideration is that telling the
employees to do 9hrs 30 minutes. Or else they can also be enquired to login in when they
have an holiday. A roaster which is being made should be followed rigorously. Also keeping
employees point of view in mind any employee who is working in weekends would be given
more pay than those who do not work in weekends.

There will be a software called NICE which will be introduced as it is one of the most
important software used for recording calls. These will also help in monitoring
whether the employees are following the proper parameters or not. This will also give
an accurate data of an employee when he has picked the call and how has been
handled.

Every staff member have to logged in 30 mins prior the shift starts and will havr to
wait half an hour more when the shift ends in order to get the transport. Hence
proposing change we foind the solution that instead of 30 misn employees can be
 asked to log in 10 misn prior the shit which will help in clubbing their xtra hours with
the breaks known as aux as this ould be benefiting him in maintaining productivity as
well as employees satisfaction. Before employee were provided with 2 AUX 7
consisting of 15 mins each will be increased to 20 mins each. Also the lunch time and
the dinner time will increased from 30 mins to 40 minutes. After implemting this
facilities it will be proved beneficial as organization’s objective will be achieved.

Prior every staff member has to go in the parking area in order to confirm the
transport has been available or not for them today. Now it will be emailed them so
that it will save time and each employee will be aware in which cab he has to sit and
go home. As we are using 20 mins for transport discussion which not will not A
minimal change will take place and hence employees can send the cab details on time.

19.3 C)

As there was decrease in production and extending the 9 hour shift for the employees
may not be a good option for them. This may de motivate them in working and will
end up stressing them and giving pressure which may result in losing their
performance.

If we choose the extra login option for the employees than we have to give them OT
which will result in increase of productivity as well as would increase the expense of
the organization.

The only option is the applying the buffer time related to the transport which requires a 20
mins of extra logged in time and this can be practicable rendering the situation that will
possibly be handling the employee motivation and the cost matter. The reason behind this is
that if they increase 20 mins in their shift this will get include in the break and hence the
productivity will also be not affected and business will run efficiently.

19.3 D)

Planning comprises of the subsequent fragments:

 Implementing

 Efficiency

 Time Interval for Succeeding of Plans:

 Fall Back Plans:

 Results

After developing an strategy the mian issue was in discovering the method for
implementing it which we got the resolution drawn below:-
 Planning

Time Interval for

Performance
Implementing Criteria
FallBack Plan
Succeeding

Result

 Planning:-

Planning the modification have always proved valuable because changes which are not
planned distress the functioning of the business. Hence we implemented a new strategy
recognized as Buffer Time Utilization.

 Aux Scheme Implementation:

With the BTU strategy every employee has to login 10 mins prior to their shift and will out
aux 7 if he went to a 20 mins of short break also he will be allotted to 10 mins more for lunch
break means 40 mins of break. Aux would be observed and data will be pulled through
Avaya. Later team leader can remove the data directly without any manual stress.

 Performance Standards:

. Based in buffer time utilization plan incentive was scheme was launched for the employees
who gives their best and is highest in productivity. It will be given out every 2 or 4 months in
form of bonus or gifts.

 Time gap in successive of plans:

To make the employees efficient in their task a thorough training must be there. In this way
employee will give their best producing a good productivity and revenue for the company.
Also there will be a positive impression on employee’s mind for the company which will be
beneficial for both company as well as employee.

 Fall-back of Plan: -

At one point it come when a law implemented does not run the way it had planned hence it is
crucial to keep a backup plan ready so that if any employee come late even after the
implementation of BTU strategy would be receiving memos and warning letter which is a
negative impression of employee in front of company.

 Outcomes

The main objective to accomplish productive hours by the employees have been
attained due to BTU strategy , also the back-up plan which helps giving employee
satisfaction and also prolonged breaks. Quality dept. as well as production dept. has a
crucial part in the company. After illustrating the following study it has been realized
that the necessity of Planning, Fall-Back plan, operative aims, time gap in successive
plans of our company by maximising productivity and accomplishing Organizational
Aims.

References:-

http://h10134.www1.hp.com/news/releases/

http://h10134.www1.hp.com/services/

http://sitagita.com/bpo/firms-companies/mphasis.html