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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 indicates the proportion of the market that the organization controls in comparison to its competitors.
- Number of Customer Complaints: This represents the total count of complaints received from customers regarding products or services. A higher number may indicate lower customer satisfaction.
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 beneficial for Zac as it involves engaging employees in decision-making, which could help address productivity issues. By incorporating feedback from staff, Zac can identify specific areas where productivity has dropped and allow team members to contribute ideas for improvement, creating a sense of ownership over their work.
Step 3
Identify and explain two management skills that Zac could use to address the issue of customer complaints.
Answer
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Communication Skills: Effective communication is key for identifying the source of customer complaints. Zac should establish open lines of communication to ensure that customers feel heard and valued.
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Problem-Solving Skills: Zac needs to analyze complaints thoroughly to determine their root causes. By implementing problem-solving strategies, he can work towards preventing recurring issues and enhancing customer satisfaction.
Step 4
Identify and describe an appropriate management structure for Shackleton. Justify how this management structure best supports their organisation.
Answer
A functional management structure would be suitable for Shackleton Pty Ltd. This structure allows for specialization as employees can focus on their specific roles (e.g., production, sales, customer service). This specialization enhances efficiency and effectiveness, ensuring that each department operates at its best while facilitating clear communication within functions.
Step 5
Explain two ways in which Shackleton can ensure that it is operating efficiently in terms of the management of its resources.
Answer
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Regular Performance Reviews: Conducting frequent evaluations of productivity metrics and employee performance can help identify areas for improvement and ensure resources are allocated effectively.
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Staff Training and Development: Investing in employee training ensures that staff are skilled and up-to-date with the latest practices, leading to enhanced efficiency in task execution and resource management.