1. Assessment 2: Project

   You are working as a Manager at ABC Company and you manage 10 junior customer service officers. You are interested in taking on more managerial roles and responsibilities. You know that the company has a program dedicated to assisting staff with self-improvement and development, as long as it is in line with the company’s main goals of improving customer service and providing an exceptional experience to all customers. You can see current employees’ skills and knowledge below:

   	Roles and responsibilities	Current skills and knowledge
   Junior customer service officers	Ensuring customer satisfaction through reliable and timely customer service Receive and handle both initial and escalated consumer enquiries Manage client accounts and follow up with outstanding payments Liaise with stakeholders	Excellent communication skills and committed to achieving customer service of the highest standard; Ability to relate and personalise responses for each consumer experience Proficient Microsoft Office skills Attention to detail & demonstrate active listening Experience in retail and welcome

   Current 2 senior customer service positions are still vacant. Senior customer service officers’ key responsibility areas:

   •   Provide guidance to the customer service staff to ensure all customer needs are met.
   •   Work with the Customer Service Team to deliver optimum service to our internal and external customers within the agreed timeframes.
   •   Assist in the development of strong working relationships across all departments and raise awareness of the support the Customer Service Team can provide to service delivery.
   •   Assist with building the capacity and attitude of the customer service staff to provide exceptional customer service.
   •   Assist with the development and implementation of the Customer Relationship Model.
   •   Actively participate in developing and implementing customer service systems which will improve the service delivery and enhance the image of ABC.
   •   Monitor and report on customer service protocols and identify process improvements relevant to Customer Service across the organisation.
   •   Provide frontline customer service including processing customer requests, receipting and switchboard operation.
   •   Train staff in all aspects of their Customer Service Officer role and liaise with all departments to provide guidance on our customer service systems.
   •   Monitor and maintain directories and databases
   •   Manage the purchase, storage and allocation of stationery for the organisation to ensure adequate supplies are maintained at all times.
   •   Manage the roster system for all customer service staff.
   •   To resolve relevant problems and complaints from the public and advise management on system improvements in line with ABC.

   Question 1: Research and summaries your findings:

• Career development theories, models, frameworks and strategies for customer service officers
• Apply codes of professional conduct and career development standards, and how they can be applied in ABC Company
• What regulatory requirements, policies, guidelines, standards and resources should apply
  
  Question 2:
  Analyse, plan, implement and evaluate career development services; determine the needs of your junior customer service officers; plan for support systems and resources required to provide high-quality career development service delivery; establish and maintain relationships with professional peers and service providers.
  
  Question 3:
  Explain how to apply effective action-planning skills in career development counselling services and how to establish ongoing professional and follow-up support for clients of career development services.
  
  Question 4:
  Explain how to encourage junior staff to commit to, and access, career development services; you need to establish mechanisms to follow-up provision of career development services.
  
  Question 5:
  Explain the strategies to ensure records storage, security and privacy in accordance with professional and organisational requirements and how to establish referral procedures and contracts.
  
  Question 6:
  Identify own professional development needs and complete required professional development activities.

What inter linked elements of a service organization's operations and its HR policies are optimal

    for achieving superior quality, customer satisfaction and financial results.

DESCRIBE and ASSESS some of APPLE's PRACTICES in relation to its STAKEHOLDERS* Do you consider the practises you describe ETHICAL and/or UNETHICAL? Why? * Choose 2 or 3 of the following STAKEHOLDER groups in your answer (of question 1): o EMPLOYEES o CONSUMERS o SHAREHOLDERS o TOPMANAGEMENT o COMMUNITY o LOCAL GOVERNMENT

1. A local restaurant called “wow Pizza” has been exploring the quality of its pizzas.

During the past week, the restaurant sold the following number of pizzas each day:

The restaurant owners have identified the following opportunities for mistakes associated with making a pizza.  During the past week of sales, they determined the total number of mistakes for each opportunity.

What recommendations would you make to “Wow Pizza” about improving the quality of its products or efficiency of its production process? Use any analysis method you deem appropriate.

Conduct research on New York City's large soda ban. Pretend you work at the Paradise City attorney's office. Draft a law that restricts the sale of large sugary drinks in Paradise City. Make sure to define the types of drinks and types of sellers restricted by the law.

Example Statute: Title XXXIV (Links to an external site.) ALCOHOLIC BEVERAGES AND TOBACCO Chapter 564 (Links to an external site.) WINE 564.03 Wines; sacramental and religious purposes.— (1) For the purpose of this section the term “wine” is hereby defined to mean wine, vinous spirits, or vinous liquors. (2) Any religious order, monastery, church or religious body, or any minister, pastor, priest, or rabbi thereof, may purchase wine for religious or sacramental purposes from any duly licensed wholesaler or retailer within the state, by obtaining a permit from the division for such purchases herein provided. (3) The division shall issue said permit upon sworn application, stating the name of the applicant, the religious purpose for which the wine is to be used, the amount to be purchased, and from whom the purchase is to be made. (4) The division for good cause may refuse to issue said permit. (5) Said wine and the sale thereof, when sold as herein provided and used for religious or sacramental purposes, shall be exempt from all other restrictions, regulations, and taxation now provided by the laws of the state for the sale and distribution of wine. History.—ss. 1, 2, 3, 4, 5, ch. 20978, 1941; s. 7, ch. 29964, 1955; ss. 16, 35, ch. 69-106; s. 4, ch. 72-230; s. 29, ch. 79-11. Note.—Former s. 562.49.

Please discuss how a leader’s role and responsibility change as a company might becomes more diverse? When and how would you know when and if it were time to change? Do you think we will learn anything about our attitudes or actions regarding diversity and acceptance from the COVID-19 experience?

Assume that you have been retained as a HR consultant by York University. Specifically, your contract requires you to develop a macro/top-level framework which will be used to evaluate the `effectiveness’ and `success’ of hundreds of different training programs used by the university for staff, faculty and students.

Develop specific recommendations which explicitly incorporates course theory, models and concepts into your answers, and which will address the following elements:

1. the process of conducting the needs analysis `stakeholders’ who should be consulted in designing the evaluation framework;
2. how you would determine the content and process of the evaluation framework;
3. how you would evaluate `transfer of training’
4. how you would evaluate ``effectiveness’ of the various training programs, and
5. how you would evaluate the `success’ of your evaluation framework.
6. Ensure that you provide a supporting rationale for your recommendations.

1. How has Amazon compensated for its lack of brick-and-mortar stores?

a. What ETHICAL DILEMMAS might the CORONA CRISIS provoke for apple?

b. How could the CORONA CRISIS be an OPPORTUNITY for making this business MORE ETHICAL?

A College wants to implement a new knowledge management regarding student retention, what are some suggestions?

Research paper should be no less than two (2) pages. Research papers not following this requirement will be penalized. Your research paper will be graded on its content, organization, word choice, sentence fluency, grammar and source.

Do a research and write about the different Free Trade Agreements.

Most HRM theory and concepts, including training & development, are based upon practices that occur in large corporate settings. However, there are many small businesses (for purposes of his question we’ll define `small business’ as having no more than 80 employees with 1or 2 people filling the roles as HR/training staff) which also require effective and efficient training and development programs and interventions.

Provide a supporting rationale for your recommendations.

Administrative agencies in the United States have the statutory authority to enforce compliance with regulations. Research the FAA's compliance program at the link below. Produce a one page summary pertaining to compliance with FAA's safety regulations.

Rocky Mountain Tire Center sells 5,000 ​go-cart tires per year. The ordering cost for each order is 35​, and the holding cost is 30​% of the purchase price of the tires per year. The purchase price is 25 per tire if fewer than 200 tires are​ ordered, 18 per tire if 200 or​ more, but fewer than 5,000​, tires are​ ordered, and 17 per tire if 5,000 or more tires are ordered.

a) How many tires should Rocky Mountain order each time it places an​ order?

Rocky Mountain's optimal order quantity is __________units

b) What is the total cost of ordering optimal order size with this order quantity, annually?

This assignment involves controlling the number of nursing hours at VMH. You will work with Lee Jordan, Director of Medical/Surgical Nursing. VMH employs over 500 people in nursing, both full and part-time, and has an annual nursing budget of $5,000,000. Nurses must always be present at VMH-three shifts daily, seven days per week, 365 days per year. VMH is seeking a 5% reduction in the nursing FTE (full-time equivalents).

"Good morning. I'm Lee Jordan. I'm pleased that you will be working on this assignment. I look forward to someone like you familiar with statistical process control techniques to help me in controlling the nursing department's operations. The Med/Surgical unit has 38 employees, of which 25 are registered nurses (RNs), while the remaining 13 are nurse assistants or unit secretaries. The 38 employees represent the equivalent of 28 FTEs. Each employee is budgeted for a predetermined number of hours. It is particularly costly when employees budgeted for 80 hours per pay period work additional time because they must be paid overtime wages. Currently, five RNs, two Nurse Assistants, two Unit Secretaries/Nurse Assistants, and one department secretary, are budgeted for 80 hours per pay period. We also have access to an in-house nursing pool (the "Float Pool") for additional staff when needed."

"VMH has budgetary and productivity goals that I must consider when staffing the units. Productivity is measured in nursing hours per patient day (NHPPD). We currently operate at an actual NHPPD of 8.74 hours. The target NHPPD is 8.00. Before I change staffing, I like to discuss changes with the staff. The turnover rate in hospitals is very high to begin with, so I prefer talking with the staff about any proposed staffing changes."

"You can think of the nursing department as a "process" whose performance in terms of nursing hours per patient per day (NHPPD) is subject to variations over time. I have the NHPPD data (select Medical Surgical Dept) for the past three months. I want you to analyze this data and come up with some specific suggestions. Also, since you are applying statistical process control techniques, I want you to help me respond to the queries on quality and process control issues from the staff in other departments. Please look at Will Hartman's Data on Billing Errors (select Billing Office), Doug Jennings' Data on Patient Surveys (select Quality Improvement Teams), and Margot Hamilton's Data on Room Cleaning (select Human Resources) and give me some recommendations."

1. Develop a confidence interval for FTEs within which the Medical/Surgical Unit will be efficient and will maintain quality at least 95 percent of the time (z = 1.96).

2. Examine the data and determine whether Jordan is really in control of nursing hours. If not in control, explain why.

3. Describe how the Medical/Surgical Nursing Unit can bring the nursing hours per patient day (NHPPD) down to 8.00. What arguments would you use to persuade the staff to buy into having a target NHPPD equal to 8.00?

4. Using your knowledge of process control charts, suggest how Lee should respond to the other three statistical problems. For any control charts that you develop, you are told to use a z value equal to 3.

A) - Will Hartman, in the Business Office has tracked billing errors for the past 21 weeks. Based on this data, determine control limits for billing errors. Explain any concerns you have about using the percentage of bills with errors as a valid measure for this analysis.

B) - Analyze trends in patient surveys about the meals served at VMH. Doug Jennings, in Dietary, thinks the number of OUTSTANDING responses has been declining, but he is not certain if that decline is statistically significant.

C) - Margot Hamilton, in Housekeeping, has tracked defects in room cleaning. Interpret the data and determine whether or not corrective action is required.