ACA Travel Agency integrates business planning, implementing, and supervising the delivery of services towards its stakeholders in both strategy and everyday work operations. They believe that A an apparent understanding of decision authority, approval processes and information dissemination is also very vital for successful work operations management within the business.
The Owners have been able to sustain being competitive conducting their business within the current ever-changing market by fostering ways in maximising efficiency, productivity, and revenue. They which includes enhanced open communication within the company, generating an open-door policy and fair and respectful behaviour with both internal and external stakeholders. ACA Travel Agency aims to shape the workplace environment which embraces change in every facade of a work operations of the business. This also adds value in customer relations and employee management.
ACA Travel Agency confirms and supports their staff members so that they can contribute in being organised, analytical, creative, resourceful, tech savvy and capable to make numerous decisions daily to avoid any negative affect of the Agency’s capability to strive in the fast-changing market.
TASK 1 Communication and Management Functions
Comprehending the value of how appropriate and timey mannered communication can speed up the pace of work operations and how they contribute ensuring all necessary parties receive the information they need to be productive, you, as the Manager of ACA Travel Agency, communicate regularly with internal and external stakeholders.
For formal and informal communication, you know how to implement both the communication technology and the supporting processes that acknowledge work functions and cater all forms of communication mediums which include sharing contents of the business through meetings, business letters, messaging via email, memos or video conferencing and through the Agency’s internet and intranet system.
You Task is to:
a) Describe in 400-500 words four (4) of the techniques in which you can communicate effectively with both internal and external stakeholders. 4 Marks
b) How would you ensure the above mentioned techniques can contribute on a daily basis in monitoring effectiveness and quality service 2 Marks
c) Outline how you would be able to demonstrate professionalism when dealing with the following groups of both internal and external stakeholders: 6 Marks
• Suppliers (Wholesalers who visit your agency)
• Business associates (Legal advisors, accountant and professional bodies)
• Employees (management and subordinates).
d) Using the table below, outline in detail your responses of how using the four management functions mentioned, would sustain a long-term relationship with the above stakeholders?
e) As a Manager what various constraints and sustainability practice would you have to consider for planning work schedules within the organisation to practice quality customer service and gain maximum efficacy. 2 Marks
Section 2 – Decision making process
You have just been notified of an incident at Sydney Airport. It is being reported in the media as; System error causes chaos at Sydney Airport
Mr Smith, who works for Clarendon College, a large corporate client with of your Travel Agency has been caught up in the chaos.
Mr Smith has rung and spoke with Jane the junior consultant. Your normal procedure for this sort of event is to email and text the passenger (after notification from the airline) followed by confirming all further forward flights as best ACA Travel can.
You, being the manager, know that ACA Travel have a service agreement with the Clarendon College, but do not want the business to suffer because of the technical chaos.
Two weeks later you receive notification from Clarendon College that Mr Smith missed his important meetings, not due to the airport chaos but the staff at ACA Travel, not assisting in changing forward flights.
After investigation, you discover that Jane was handling multiple customers on the flights at the time, and her priorities were not clearly articulated. She was unsure of the decision-making process to prioritize the clients’ urgency and business needs.
Jane failed to follow the written procedure in monitoring Mr Smith’s forward booking, as she thought he was changing the forward flights himself and ignored her responsibility to Clarendon College. Not being aware of the policy and procedures, she then continued with other operational priorities of the business.
At this point you identify this being a quality problem and that ACA travel will require to incorporate adjustments to the policies and procedures to ensure workplace operations support overall organisation goals and quality assurance initiatives.
TASK 2 Effective Process s and Consultation resources
ACA Travel Agency aims to provide quality customer service and thrives to achieve that through ensuring all team members are committed to appropriate work operations. The Owners have always supported and coached team members to develop certain skills to identify their strengths, be more focused and find the correct path on what they should execute and how. This assists them create valuable skills and knowledge and develop a sense of ride and satisfaction.
Coaching overall can help the business overcome costly and time-consuming performance problems as well as retention; employees are more loyal and motivated when their bosses take time to help them improve their skills.
Based on the incident mentioned in Scenario 1, the Owners apprehend that if prompt actions are not taken to avoid the repetition of the event, that ACA Travel Agency will run the risk of inconsistency and miscommunication built across the company, and as a resultant it will adversely damage the relationships with the clients. As the Owners appreciate all staff members’ contribution, they believe staff members need to be given the scope and initiative aimed to improve their work performance and employee engagement. ACA Travel Agency, in discussion with you, the Manager, you have been given the responsibility to coach Jane in the requirements of decision making.
To support you Coach Jane effectively, please refer to Appendix 1 to learn Jane’s characteristics and work pattern.
Your Task is to:
a) Outline in 300-400 words how would you consult and assist Jane to determine which combination of decision making tools/techniques would best suit as drawn in Scenario 1. Consider any innovative approaches that you could suggest to Jane that would improve her work performance efficiency and customer service levels. E.g. new technologies. 5 Marks
Section 3 – Key Performance Indicators and Key Results Areas
Key Performance Indicators and Key Results Areas are an important guideline to staff and management of the requirements for the specific role. They include the desired and actual performance with measurable outcomes that a business requires to be profitable and guide the monitoring behaviour by the supervisor/manager of these results.
It gives the Owners of ACA Travel Agency the chance to connect the mission and focus of the company to team members and other stakeholders. They are proactive to establish the KPI’s/KRA’s in such a way that are in accordance to the strategic direction of the agency and that they are able to seize team member’s attention. This supports the Agency deliver value to the business by monitoring that all members are able to follow in the accurate direction and delivering value to the business.
On the other hand, operational plans are made to ensure that work is monitored and progress towards achieving goals. As the Manager you need to delegate tasks to support team members meet business targets. Sometimes conditions inside and outside the organisation affect the operations of the business, and as result, business targets cannot be met.
You as the Manager, have decided that, to guarantee Jane is able to meet the KPIs and KRI’s established, delegate a work plan which will not only allow Jane to understand techniques to increase her productivity but improve her morale and retention. You believe that through Jane, she will feel valued and enjoy her professional success. You will monitor and progress towards achieving goals. It is assumed that at times conditions inside and outside the organisation affect the operations of the business, and as result, business targets not being met.
TASK 3 Identification, monitoring and task delegation of KPI/KRA with management involvement
Your task is to:
Respond to each of the following questions in 200-300 words based on the ACA Travel Agency Case Study and Scenario 1. Each question consists of 2 Marks; 8 Marks
(Must reflect to the Legislative requirement including hours and condition of work, awards and enterprise agreement, WHS acts in regard to dealing with Jane on this matter)
a) Identify at least two (2) KPI and/or a KRA’s that would assist Jane in her ability to make appropriate and timely decisions to reach the necessary performance standard based on the issues raised in ACA Travel Agency Case Study and Scenario 1 .
b) Outline the tasks that you would delegate to Jane in meeting those KPI’s/KRI’s and how you could use the monitoring procedure to determine if Jane’s performance is meeting the two (2) agreed KPI/KRA identified above or not.
c) Identify and discuss the internal and external conditions that may affect Jane’s overall operational performance.
d) If Jane was not to meet the targets, who from management team would you address this issue and how? What alternative solutions could you consult with them?
Section 4 – Workflow plan
TASK 4 Contingency plan
ACA Travel Agency comprehends The need for drawing up contingency plans that conducted through the analysis of the risks that he company may faces to ensure the main goal of the business operates is not impacted. . Even in the standard operating procedures, the Owners allow a contingency as to guard the resources, minimises customer inconvenience and identifies key staff, assigning specific responsibilities in the context of the recovery.
ACA Travel agency fosters defining time periods with the considerations of related resources restrictions to assist in reducing any risks that can impact on the quality of the business. They are diligent in planning and organising workflow for team operation by considering various factors to establish contingencies which incorporates the followings:
• delays and time difficulties
• difficult customer service situations
• equipment breakdown or technical failure
• financial resources
• staffing levels and skill profiles
• rostering requirements
• staff performance
• procedural requirements
• product development and marketing
Due to the incident occurring in Scenario 1, the Owners contemplate to outline contingencies within their policies on how the business will run if a similar scenario was to happen by developing an organised workflow.
Your Task is to: using at least 6 (six) of the key contingencies stated above;
a) Discuss what monitoring systems would ACA Travel need to have in place to recognise problems which could adversely affect work operations? 6 Marks
b) How could you as the manager benchmark the performance strategies to foster and maintain business relationships between ACA Travel Agency and Clarendon College? 4 Marks
This will be need to be shown in the role play of Task 3 Assessment 2 (conduct negotiation).
Jane joined ACA Travel Agency as a Junior Travel Consultant 5 months ago. She recently graduated and this is her first job in the travel industry. She had previously worked in the banking sector as a Customer Service Consultant, but due to extreme workload and difficulties in effectively managing the work she was obligated to do, she decided to change her career. Her character displays being a very enthusiastic person and through travelling to various destinations in her personal life, she decided to amplify her career in the Travel Industry. To her knowledge, the banking sector was too fast paced and required you to monitor, track of work priorities and keep informed of your performance on a daily basis. This was a skill that she found very difficult to execute.
Since her tenure with ACA Travel Agency, she developed profound interest in her work and considered the level of work much more exciting to her previous job. She was given only one week of training for the induction and was provided the handbook of policies and procedures of ACA Travel Agency for her to study and to acknowledge. Assuming all the guidelines were similar for dealing with client or customer, Jane ignored the need to have a comprehensive look at the guidelines.
Jane was extremely busy managing multiple tasks when she received a call from Mr Smith, who informed her about the airline incident. She was already stressed with the workload she had to deal with and she felt confused how to complete each request. She took note of the Mr Smith’s message thinking Mr Smith would change his own flight and that he had called to inform the Agency of these changes. Due to Jane not being aware of the policies and procedure, she ignored her responsibility to Mr Smith by emailing and texting him (after notification from the airline) followed by confirming all further forward flights as best ACA Travel can. She continued to perform her other operational duties.