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Shackleton Pty Ltd is a large-scale business producing and installing state-of-the-art security systems - VCE - SSCE Business Management - Question 3 - 2014 - Paper 1
Question 3
Shackleton Pty Ltd is a large-scale business producing and installing state-of-the-art security systems. Its headquarters is in Melbourne and it has numerous offices... show full transcript
Worked Solution & Example Answer:Shackleton Pty Ltd is a large-scale business producing and installing state-of-the-art security systems - VCE - SSCE Business Management - Question 3 - 2014 - Paper 1
Step 1
Define the following performance indicators.
Answer
- Percentage of Market Share: This refers to the proportion of sales that a company has in relation to the total sales of its industry. It is a critical performance indicator as it showcases the company's competitiveness in the market.
- Number of Customer Complaints: This metric indicates how many complaints are lodged by customers regarding products or services. A rise in this number often signifies issues with product quality or customer service.
Step 2
Discuss a management style that would best suit Zac in overcoming the drop in productivity that he has identified.
Answer
A participative management style would be effective for Zac. This approach involves employees in decision-making processes, enabling them to share insights about productivity and potential improvements. It fosters a sense of ownership and accountability among employees, which can lead to enhanced productivity. By engaging his team, Zac can identify obstacles and develop solutions collectively, leading to a more motivated workforce.
Step 3
Identify and explain two management skills that Zac could use to address the issue of customer complaints.
Answer
- Communication Skills: Effective communication is essential for understanding customer concerns and addressing their needs. Zac should implement regular meetings and feedback channels where customers can express their issues, allowing the team to respond promptly.
- Problem-Solving Skills: Zac should employ strong problem-solving abilities to identify root causes of customer complaints. This includes analyzing complaints, developing strategies for resolution, and evaluating outcomes to ensure that similar issues do not recur.
Step 4
Identify and describe an appropriate management structure for Shackleton. Justify how this management structure best supports the organisation.
Answer
A functional management structure is suitable for Shackleton. In this structure, employees are grouped based on their specific roles and functions (e.g., sales, production, customer service). This allows for specialization, where each department can focus on improving their area of expertise, leading to operational efficiency. Moreover, it facilitates better communication within departments, ensuring that teams work towards common goals effectively.
Step 5
Explain two ways in which Shackleton can ensure that it is operating ethically in terms of the management of its employees.
Answer
- Implementing Fair Policies: Shackleton should establish clear and fair policies regarding employee rights, responsibilities, and grievance resolution methods. This ensures that employees feel valued and treated with respect.
- Providing Training on Ethics: Regular training sessions for employees can reinforce the importance of ethical behavior and decision-making within the organization. This creates a culture of integrity where employees are encouraged to voice concerns and promote ethical practices.