Community Management and Organizations Business Plan

Questions: 1. You have been asked to explain to employees that you supervise what a business plan is and why it is important to have a business plan that focuses on customer service. Write a transcript of what you would say to them. 2. Describe the processes and tools that you will use to determine the learning and development requirements. 3.Undertake some research into the knowledge and skills held by the following learning and development specialist roles. What functions do they typically undertake in organizations? Answers: 1.The success and failure of any organization depends on how customer centric is their business plan. Today, In this age of short product life cycle and when customers have good bargaining power over suppliers due to increased competition by Globalization, the only way not only to survive but to excel also is bring custom centricity in everything what you do, show customers how passionate you are about your business helping them, show them how you are different from your competitors and how you care about your customers (Frankenberger, Weiblen, Gassmann, 2013). The key performance indicators of organizations should also be related to customer service. Key performance measures should be customer satisfaction, customer rating in feedback form, conversion rate of customers from enquiry to making purchase, resolution time and customer retention (Kupper, Jung, Lehmkuhl, Walther, Wieneke, 2014). 2. Bank as an Organization As loan defaulting rate will go to increase in near future due to credit crisis, soaring housing prices, banks must re visit their process of approval of Loan application. Their process should now be covering more aspects like paying capacity of an individual, current assets owned by him, any history of bad loans, and number of dependent on an individual and if bank sees any potential risk, it can reject the loan application or reduce the amount (Mills, McCarthy, 2014). Earlier when bank sees the risk, it increases the interest rate but when loan become bad debt, interest rate doesnt matter. Debt Recovery Section It is possible that existing team members will resist the change of new IT systems but in such cases, they must be educated why changes are indispensable in this fast moving world of constantly changing technology and what the impact is if latest technology is implemented. As the Bank will expand, it needs IT systems to keep up the pace. Also, if there any concerns of job security among the team, those also need to be addressed upfront by the management. Existing Team Members For existing team members, if there is any change in processes of the task they are part of, training will be required. For example, if an employee currently checks the new application of accounts and if there is any change expected in that process due to implementation of IT, current team should be educated by the changes and also given hands on training on the new processes. New Employees For new employees, they should be more flexible as they are not used to any type of work processes and also they have more open mindset to be mould in any process. Hence banks should ensure they should be trained in the latest processes where all IT is touching or made changes to existing processes. 3. Training/Learning and Development Manager Training and development manager facilitates the process of on boarding of new hirers by arranging training for them through meetings, presentation, training manuals and also responsible for upgrading the skills of existing employee base so as to keep employees updated. He also conducts tests sessions, quiz to evaluate the employees after training and can rate them as fit for projects or again needs training. Instructional Designer. Role of instructional designer is to identify the skillset, knowledge required by a group of people and then create such content for the targeted audience with the help of experienced people, subject matter experts. They are also responsible for constantly revising the material by including best practices from the industry (Holt, 2013). Workplace Trainer They facilitate the process of training by creating appropriate environment and also help in assessments. They help in ensuring the training should be fruitful for employees. Workplace Assessor. The role of workplace assessor is to make sure that each trainee is assessed in a proper way and rated properly as fit for projects, need to repeat training again, moderate and so on. They should be good motivator because many times while giving poor ratings to under performers, they need to motivate people also (Holt, 2013). External Learning and Development Consultant. Their role is to facilitate workshops, conducts leaning events and trainings. It is like when some new employee joined company, he has to attend some basic trainings like email etiquettes, which are generally, outsourced by the company to learning and development consultants. Sometimes, organizations also invite experts to train employees in new technology. References Frankenberger, K., Weiblen, T., Gassmann, O. (2013). Network configuration, customer centricity, and performance of open business models: A solution provider perspective.Industrial Marketing Management,42(5), 671-682. Holt, G. (2013). Roles, Functions and Capability Development for Riverina Institutes Virtual Learning Environment (VLE). Kpper, T., Jung, R., Lehmkuhl, T., Walther, S., Wieneke, A. (2014). Performance measures for social CRM: a literature review.Proceedings of the 27th Bled eConference, 125-139. Mills, K., McCarthy, B. (2014). The state of small business lending: Credit access during the recovery and how technology may change the game.Harvard Business School General Management Unit Working Paper, (15-004).