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Purpose of this assignment

This unit focuses on the effective and efficient planning and management of business work activities. It gives learners with understanding and skills needed to design and implement operational systems to improve their effectiveness and efficiency and achieve the desired results for the business.

Learners are encouraged to consider the importance and interrelationship of business processes and the implementation of operational plans, together with quality systems and health and safety, in achieving satisfactory results.

You are required to provide answers for tasks 1, 2 and 3 using the case study or additional research to be carried out on Zurich Insurance Group. Task 4 should be answered based on Mr Adusei scenario.

A Zurich case study: Creating quality customer care

Zurich 17 Image 6A quality product or service is one that does what it is supposed to do – that is, meet customer services  requirements for its target market. For a business, therefore, quality is based on knowing what customers need and expect and meeting these demands.

A business that is serious about quality does more. Zurich aims not only to meet customer expectations, but also to exceed them. Zurich puts quality at the centre of how it does business. It actively manages and measures the quality of the service it provides to make sure its customers receive the best possible level of customer care.

Please read more from :   http://businesscasestudies.co.uk/zurich/creating-quality-customer-care/introduction.html#axzz3yLdi4anv

 Task 1:

Understand the concept and process of marketing

(This task offers you an opportunity to achieveL.O.1: AC1.1 AC 1.2 and AC1.3)

You are required to evaluate the interrelationship between the different processes and functions of Zurich Insurance Group (AC1.1)

Guidelines

You may include the following in your answer:

Interrelationships of functions: Think about mission, aims, objectives and culture;

  You are required to come out with justifications of the methodology that could be used or are used to map processes to the  goals and objectives of Zurich Insurance Group (AC1.2)

You are required to evaluate the output of the process and the quality gateways of Zurich Insurance Group (AC1.2)

 Task 2

Be able to use the concepts of segmentation, targeting and positioning

(This task offers you an opportunity to achieveL.O.2: AC 2.1, AC 2.2, AC2.3 and AC2.4)

Acting as a production manager for the purpose of this assignment;

 You are required to design plans which promote goals and objectives for your own area of responsibility as a production manager (AC 2.1)

Guidelines

You may include the following in your answer:

A plan could be designed (not just a description of a plan) for own area of responsibility as a production manager.

The plan could include – What is to be done, how to do it, when to it and who do what.

You are required to write objectives, which are specific, measurable, achievable, realistic and time-based to align people and other resources in an effective and efficient way (AC 2.2)

Guidelines

You may need to consider the following in your answer:

At least two written objectives

The written objectives must be Specific, Measurable, Achievable, realistic and time-based (thus SMART) and why you think they can align people and other resources effectively and efficiently.

You are required to demonstrate (using examples) how to Implement appropriate systems to achieve the objectives (in AC 2.2) in the most efficient way, on time, to budget and meeting organisational standards of quality (AC 2.3).

Guidelines

You may include the following in your answer:

There must be evidence of you implementing appropriate systems to achieve objectives in the most efficient way, on time, to budget and meeting organizational standards of quality

Effective systems must ensure – relationship with customers are managed effectively, relationship with customers are managed effectively,  office functions are not duplicated and interrelate properly

Systems may include – sales systems, production systems, ordering systems etc.

You are required to demonstrate (using examples) how to carry out work activities that meet operational plan through effective monitoring and control of your area of responsibility (AC 2.4).  Read more about : A study In United Kingdom

Task 3

Understand the individual elements of the extended marketing mix

(This tasks offers you an opportunity to achieveL.O.3: AC 3.1, AC 3.2, AC 3.3, AC3.4, and AC 3.5)

You are required to specify quality standards for Zurich Insurance Group and design systems to manage and monitor them (AC 3.1).

You are required to use examples to demonstrate a quality culture that ensures continuous monitoring, evaluation and development of a specific process of Zurich Insurance Group (AC 3.2).

You are required to recommend improvements which will align with the objectives and

goals of  Zurich Insurance Group and explain how that will improve their operations  (AC3.3).

You are required to write a report to the manager of customer care of Zurich Insurance Group on the wider implications of proposed changes within the organisation (AC 3.4).

Task 4

Be able to use the marketing mix in different contexts

(This tasks offers you an opportunity to achieveL.O.4: AC4.1, AC4.2, AC 4.3 and AC 4.4

Mr Adusei Scenario

You have been approached by Mr Adusei; who intends to open a restaurant in the heart of London to assist him address some key issues he is likely to face in the industry. You are required to carry out risk assessments as required by legislation, regulation and the requirements of Mr Adusei’s business and suggest evidence you need to see to ensure he has taken the appropriate actions where necessary (AC 4.1).

You need to demonstrate (using examples) how to correctly and effectively apply health and safety regulations and legislation that are applicable to the restaurant business (AC 4.2).

You are required to carry out a systematic review of the health and safety policies and

procedures of an existing organisation (of your choice) and discuss whether they are effective and compliant (AC 4.3)

You are required to construct a staff training guide to enable Mr Adusei’s business to ensure practical application of health and safety policies and procedures in the workplace. (AC 4.4)

Opportunities for Merit and Distinction

Evidence required

Submission Guideline

• Work should be referenced
• Sources should be acknowledged fully by referenced books, journals used and URL visited
• All work should be word processed, font size of 12 and font style of Times New Roman/Arial
• Subtitles of the assignment should be in the font size of 14
• Pages should be numbered in the bottom right hand corner
• Spell check the document and read thoroughly for grammatical errors
• 1.5 Line spacing
• Reference at the end of the assignment
• All paragraphs should be aligned in justified mode
• The guided word limit is between 2500-5000 words (This is only a guide)