Part A
Assuming you are a Personnel Officer of an organisation of your choice. Using a similar table provided below, answer the following questions:
1.1 develop a set of own responsibilities and performance objectives
1.2 evaluate own effectiveness against defined objectives
1.3 make recommendations for improvement
1.4 review how motivational techniques can be used to improve quality of performance
Extract of Model Answer:
Position: Staff Recruitment Officer
Reporting to: Personnel Manager
|
Responsibilities and Performance Objectives (AC1.1)
|
How effective in meeting the objectives?
(AC 1.2)
|
Make Recommendation for Improvements (AC1.3)
|
|
Supporting hiring new staff to ensure the delivery of high quality recruits who can deliver good customer satisfaction.
|
- Recruited 2 new staff within the deadline.
- Recruited 1 new staff within 1 week from the deadline.
|
- Authorise me to contact a job centre to source more CVs of potential candidates.
|
|
Build a CV bank of potential staff/candidate who meets the requirements of different jobs at Sainsbury's.
|
- I have collected approximately 60 CVs of all potential candidates.
- I have made a shortlist of 30 candidates who meet the requirements of different jobs.
- I need to shortlist more candidates as many of the candidates already found new jobs when contacted.
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Review how motivational techniques can be used to improve quality of performance
Part B
LEARNING OUTCOME 2 (Be able to develop interpersonal and transferable skills)
Scenario 1
As a customer service supervisor, you identified following problems in your store:
a) As a supervisor, you are not sure whether the store maintains a time schedule for each staff on a given day as a result you are not sure who is to start at what time.
b) Some staff members do not report to customer service manager if they are unable to come or start the shift on-time. Upon investigation you found that a few staff generally contact via telephone via your store's telephone switch board. You found that the messages are not communicated to relevant person in charge on time.
c) You found that there are huge numbers of refunds where goods are accepted without a valid receipt/invoice.
2.1
Write a 'MEMO' to all colleagues outlining the solutions to work based problems as listed above (Guidance: make use of this format in writing your memo-
2.3 Identify and explain any three (3) of the effective time-management strategies provided below or any other of your choice (Note: You need to define time management using theorist(s), list down three (3) time management strategies and explain each of them making references to appropriate theories and concept)
|
Time management technique
|
Explanation
|
|
Prioritising workload
|
|
|
Setting work objectives
|
|
|
Making and keeping appointments
|
|
|
Working steadily rather than erratically
|
|
|
Time for learning
|
|
|
Reliable estimate of task time
|
|
Part C
Learning outcome 3: (Understand the dynamics of working with others)
3.1
Using the table below, explain each of the team roles that were highlighted by Belbin and show how each role complements each other (Guidance: you need to define a team and then go on to explain each role and how each role complements one another using the table below)
|
Role played in a team
|
Explain the role
|
Explain how can they work together
|
|
Plant(er)
|
|
|
|
Resource Investigator
|
|
|
Shaper
|
|
|
Completer/Finisher
|
|
|
Co-ordinator
|
|
|
Implementer
|
|
|
Monitor/Evaluator
|
|
3.2 Analyse (break down) the concept of team dynamics (Note: You will need to define team dynamics and the characteristics of Team Dynamics)
3.3 Choosing a particular organisation of your choice, put forward/Suggest alternative ways to complete tasks and achieve team goals (Note: you will have to suggest a particular task and the put forward/suggest alternative ways of completing it)
Part D
Learning outcome 4 (Be able to develop strategies for problem solving)
Scenario 2
4.1 Work based problems:
As a customer service supervisor, you identified following problems in your store:
a) As a supervisor, you are not sure whether the store maintains a time schedule for each staff on a given day as a result you are not sure who is to start at what time.
b) Some staff members do not report to customer service manager if they are unable to come or start the shift on-time. Upon investigation you found that a few staff generally contact via telephone via your store's telephone switch board. You found that the messages are not communicated to relevant person in charge on time.
c) You found that there are huge numbers of refunds where goods are accepted without a valid receipt/invoice.
Identify and evaluate any two (2) tools and methods you can use for developing solutions to ONE of the problems listed above (Note: you may decide to use one or more of the following tools listed below to develop the solutions. In evaluating, please justify why you have chosen particular tools and methods and explain how these tools and methods will help you to solve the above problems)
|
Tools and method
|
Evaluate the usefulness of these tools in developing solutions to the work based problem you have selected.
|
|
Active listening
|
Rank: ?Very useful ?Useful ? May be ? Not useful
Evaluate:
|
|
Consultation with colleagues
|
Rank: ?Very useful ?Useful ? May be ? Not useful
Evaluate:
|
|
Clarifying the problems and provide possible solution options
|
Rank: ?Very useful ?Useful ? May be ? Not useful
Evaluate:
|
|
Design form/template to record work done
|
Rank: ?Very useful ?Useful ? May be ? Not useful
Evaluate:
|
|
Design checklist to enable staff to smoothly perform task
|
Rank: ?Very useful ?Useful ? May be ? Not useful
Evaluate:
|
|
Other tool/method
|
Rank: ?Very useful ?Useful ? May be ? Not useful
Evaluate:
|
4.2 Develop an appropriate strategy for resolving ONE of the problems listed in Scenario 2. (Note: you may use one of the strategies listed below or any other strategies of your choice)
|
Possible strategy
|
Explanation
|
|
Confrontation
|
|
|
Avoidance
|
|
|
Accommodation
|
|
|
Compromise and collaboration
|
|
4.3 Evaluate the potential impact on the business of implementing the strategy you chose in 4.2 (p12) using the table below:
|
Possible strategy
|
Potential impact if any of these strategy is chosen
|
|
Confrontation
|
|
|
Avoidance
|
|
|
Accommodation
|
|
|
Compromise and collaboration
|
|
|
Fish bone diagram
|
|