Assignment Task: Case study
Description: Case study - Class room/ NMC Auto care
These answers will form Section of the evidence gathered for this unit.
Case study:
NMC Insurance' is a new company that is growing rapidly. They have been in business for one year and have started to rival their competitors in the house insurance market.
The Vision of the new company is to provide excellence in customer service and processing of all insurance claims.
You are the Manager at NMC Insurance' and in this role you are responsible for the recruitment of new staff and the performance management of all staff amongst all other tasks. This is a job that you take seriously and you believe that performance management is a pivotal aspect to a successful business.
Section A:
Your Business Manager has requested that they hire another Business Consultant to generate new clients. You have agreed and also requested that the Business Manager provide you detailed information in relation to the role that they posted as an ad for the position. It is listed below:
"We are currently seeking an experienced and motivated Business Developer to work within the industry of Insurance. We have an impeccable reputation for providing outstanding service to our clients. We are seeking an applicant who has a fresh yet professional approach to developing new business opportunities and strategic business relationships. They will have the ability to create these relationships, and take responsibility for managing and nurturing the relationships to ensure the follow up service is of an extremely high standard.
The person will be responsible for the development of business relationships with new clients and identifying new business opportunities through existing accounts. They will be required to meet with a minimum of 10 existing clients per week and 10 potential new clients per week and complete any follow up work required from these meetings. From the 10 potential clients that the consultant sees each week they must convert 20% into new clients.
Section of the job will also require the staff member to complete surveys of customer perceptions of the business. They will develop and implement this process.
They are also required to support the administration team in following up client needs." You are to produce a position description for the above job role within NMC Insurance'. Ensure that it contains expected work outcomes
Section B:
With the new Business Consultant (Justin Bieber) hired, NMC Insurance' now has a total of 3 Business Consultants (Beyonce and Usher are the other consultants) It is important that their work is allocated to them in a way that is efficient, cost effective and outcome focused.
Create an action plan that clearly allocates work for each of them to achieve.
Section C:
The Business Consultants are the first contact that any of your potential clients have with your business. It is important that they represent NMC Insurance' appropriately. You are to create a Code of Conduct for all NMC Insurance' Business Consultants to abide by. You will also be required to develop their performance standards (KPI's) to achieve each month. It is important to confirm these standards with Justin, Usher and Beyonce prior to the commencement of the work, so you are also required to create a memo to them to ask for feedback within the week.
Section D:
Without new clients NMC Insurance' will not produce the amount of profit they require to be able to sustain the large discounts they offer. This makes the role and job undertaken by the Business Consultants extremely important to the success of the business.
You are to conduct a risk analysis on the Business Consultants role in the business.
Section F:
After another 6 months, the Business Manager informs you to that the Business Consultant is still not meeting performance expectations despite extra training and one written warning. You decide to develop an information pack for your managers to refer to on the requirements and issues relating to termination of staff.
You are to produce an information pack explaining the processes and requirements when implementing disciplinary action and termination of employment. Include any information relating to legal requirements and documentation procedures that should be adopted in these cases.
In your information refer to any review processes that should be undertaken when a staff member is terminated for on-going under performance of the expected job role. (This should include aspects such as position descriptions, induction processes and performance management processes within the business)
Develop the information pack and submit as Section of your portfolio for this unit.
Section G:
Even though Justin's performance has been dismal, Beyonce has achieved her monthly KPI's consistently over the last 5 months.
You decide to give her the acknowledgment that she deserves in the form of some informal feedback.
Create a memo to Beyonce congratulating her on her achievements.
Section H:
Usher's performance has been inconsistent. He exceeded his KPI's for the first two months, and then over the last three months his results have been mediocre.
Create a memo to Usher informing him of the poor performance identified and explain what actions will now be taken.