Assessment 2

The office assistant is a retail store that sells various products and services including
office supplies, electrical equipment, ink, office furniture and other services like
photocopying, equipment hire, printing and packaging and posting. This company has
25 stores around Australia.
The Hillsdale store is one of the stores of Office Assistant and the manager has
identified three areas of non-performance. They are as below:
 The service sales team could not reach the target. The KPI was to increase
sales by 10 percent but they were only able to achieve 5 percent.
 The staffs did not attend the training programs.
 Customer feedback forms were not developed and implemented even after the
service provided by the store.

The team was not able to achieve the specified target because there were many issues
that need to be resolved by the management. The recommendations for these areas of
non-performance are as follows:

 The management needs to provide full training to the staff before sending
them on the floor and providing service to the customer. Only fully trained
staff should be allowed to serve the customer. Not only this, various schemes,
offers or discounts should be offered to customer so that they can be attracted
to the store. The management needs to provide motivation, encouragement to
the staffs in the form of awards so that staffs can give 100 percent in the work.
 Since most of the staffs are casual, part timer or working in evening shifts, the
training program needs to be conducted only in weekends rather than on
weekdays. Keeping in mind the work timing of staffs, only weekends are
proper timing for the training so that every staffs can attend the training
program. The training program should be very interesting and motivating so
that every staffs are willing to attend.
 Since the customer feedback forms was not developed and implemented, the
feedback forms needs to be developed as soon as possible. The staffs needs to
be provided the proper updated technology and software in the store to make
 the forms as well as every store needs to have the same format of customer
feedback form. By providing the latest technology and software, it will be
easier for the staff to make feedback forms easily and also can share the forms
in various stores.

The staffs in the store need to have proper training before serving the customer. Its
not only staff responsibility to increase the service sales, it is also the responsibility of
management to deal with it. The management needs to provide staffs all the updated
technology and software that they can access to and view the product details if the
customers ask for more specification. All the updated technology needs to be
provided in every store. Also, the management should develop various schemes to
attract the customer and also let staffs provide their opinions in the meeting on what
can be done to attract the customers in stores.
 Assessment 1
Operation plan of “The Office Assistant”

Objective Strategy Deliverable Respons Timeline Resources KPI

ible
Increase sale by 10 %, Increase sales by Graphic Store 30th June In 25 Service sales
expansion of service by including graphic design manager 2019 stores increase by
including graphic design service service around 10%
design service Australia
To purchase additional Get quotas from Printers and Store 15th August In 25 Printers
printer, photocopier, suppliers in cheaper photocopying manager 2018 stores photocopying,
delivery van price and purchase machine around delivery van
additional thing service Australia needs to be
arrived and
installed
Reorganization of Resale the old one Hire people Store 30th August In 25 All additional
fixture and fitting to that are not used for making manager 2018 stores equipment to be
make space anymore and use of space and around installed and
cabinets to make reorganizing Australia make new space
space by 30th august
2018
Multiskilling of current Training for the Trainers Store 30th In 25 Organizing
staff current staff manager September stores training for
2018 around staffs
Australia
Increase in human Hiring more Human Store 1st Feb 2019 In 25 Increase the
resource employees and resource manager stores skills of
providing training department around employee by
Australia providing
training
Task 2
Recruitment strategy for “The Office Assistant”

As the “office Assistant “ is looking to hire employees for various roles the number of
resources required for the company are 10 full time equivalent employees. There are
various stages of the company in this recruitment process. The company has decided
to provide full time and part time hours so that it is flexible for the staff to work. Also,
they need to hire 4 full timers and 6 part time employees and they can be permanent
as well as on casual basis depending on the role. The company has decided to start on
1st February 2019 and the expected length of employment would be ongoing process.
As the skills required performing in the role are customer service, communication,
numeracy, knowledge of office products and services and Graphic design. The
company is able to provide various training packages including product and service
knowledge.

As it has already mentioned that there are various stages in the recruitment process. In
order to hire permanent employees, at first the job description needs to be developed
in which all the vacancies must include job descriptions prior to advertisement. Then
they need to advertise the vacancy internally and externally. The third step would be
to short list the applicant and unsuccessful applicant needs to be advised of their
outcome. Moreover, interviews needs to be conducted in the office or in the store and
all the interviews must be completed using behavioral guide. Again, all the
unsuccessful applicants must be advised of the outcome. Now, all the applicants
needs to complete the aptitude test or psychometric test to be employed and must
score 80 percent or more to be employed and finally, the company conducts a
reference check prior to hire the employees.
Task 3
Organizational physical resources analysis

Student Name Rejina Organizat

ion
Shrestha
Resource Current method of Recommended Comment as to why no Stakehold
acquisition method of change is recommended or er
acquisition why you recommend a change comment

Computer Purchased Purchased No change is required because

it is easier as it will be the
asset of the company
Printer Purchased Purchased Easier for employee to use
printer
Photocopy Purchased Purchased No need to go to other place
machine for photocopy. So, no change
is recommended
Delivery van Leased Purchased Delivery van needs to be
purchased, as it will be easier
for the company to deliver to
customer on time.
Furniture Purchased Purchased Since it is fixed asset of the
company, it will be easier for
company when they sell it.
Electric Purchased Purchased No change because it can be
equipment changed in future if company
does not want it
Tables Purchased Purchased No change, since it is fixed
asset of the company
Chairs Purchased Purchased No change, since it is fixed
asset of the company
Scanner Leased Purchased Change is recommended
because scanner needs to be
used in the company
Telephone Purchased Purchased Ne change required because
telephone are compulsory in
company to take orders from
customer
Task 4
Review strategy for “The Office Assistant”

Strategy Objective Deliverabl What When How Who Why How

e

10%sales Adding Graphic Service After a Sales result Manager Service is Meeti
graphic design design effective or month of
worth or ng
service service not use
not

Purchase Get quotas Printers Work After Through Operator For Email
additional
from suppliers and effectivene installati the and additional
equipment
photocopy ss on and performan supervis service and
machine use ce of ors performanc
service machine e
Reorganizati Resale the old Making Proper After By Store To Meeti
on of
one that are space utilization meeting observatio manager reorganize ng
furniture
not used of space or deadlines n and provide
anymore and not extra
use of cabinets facilities
to make space
Increase Training for Trainers Performan After Feedback Manager To provide Meeti
staff skills
the current ce review deadline process better ng
staff of staff service to
customer
Increase Hiring more Human Performan After Evaluating Human For better Meeti
human
employees and resource ce of a deadline team resource output ng
resource
providing manager team members manager
training and
providing
feedback