Assessor Training for Assessment and Development Centres - Assignment Example

Task Individually: you have 15 minutes to read and make notes on the information in the brief (during this time you should not confer with other members of the group). As a team: you will then have 45 minutes to discuss the arrangements for the film preview and draw up a project plan. Your plan should include: Screenplex Group Celebratory Preview Evening plan The film to show at the preview I suggest that we show Anew Dawn which is an inspirational rags to riches journey. Since the preview will mostly consist of corporates, they may find the new release interesting as it gives them tips on furthering their success. My Best Friend which is a romantic comedy that stars the famous and ever famous US duo, Doung Baldwin and Lauren Peters should also be considered for the evening as it will be a relatively new release. Suggested date, Programme and after party venue Date: 22nd June 2014 Programme: 6:20 pm: Champagne reception 7:25 pm: Address by CEO 7: 40 pm: Address by charity chairman 8:00 pm: Film preview 10:00 pm Prospect hotel after party events starting with dinner 10:30 pm Entertainment and dance by DJ 12:05 pm Guests to leave at their own pleasure to their rooms After party venue: In a bid to take advantage of the reduced accommodation costs and reduced food prices, the after night venue will be at Prospect Hotel. The savings will ensure we make enough profit for the charitable donations. Recommended ticket price The recommended ticket price should be $600/head in a bid to cater for all the event preparation costs while allowing enough profits for the charitable course. Proposed advertisement We aim at reaching as many people as possible. This being the case, we will use the local radio, local press and internal methods by use of point of sale leaflets whereby we intend to print 200 copies. As such, the advertisement budget will be; Local radio : $8, 000 Local press (2 insertions) : $1,000 Internal methods (2,000) : $500 Total $9,500 Other costs $25,000 Meals ($50*350) : $17,500 Accommodation ($140*350) : $49,000 Champagne : $8,000 Total : $109,000 The number of guests to be invited A total of 450 guests will be invited bearing in mind that 30% of them might not attend. As such, we will be able to have our target number of 350 attend. These will be broken down as follows; 28 guests or 8% to come from the charitable organization 182 Guests to be invited from various corporate organizations 240 guests from the general public A financial assessment of the overall likely costs to Screenplex- as stated above, the overall cost implication is expected to be $109,000 An estimate of how much will be raised for charity -Expected revenue: $210,000 Less expected costs: $109,000 Expected $101,000 Project stages 2nd April: Fist project committee meeting that will come up with project implementation timetable 20th April: Send invitations to (Corporate ) guests 30th April: All budgets to have been completed 15th May: Book venues to be used for the event 20th May: advertisements are rolled out with an aim of attracting public participation 25th May: Start selling tickets to the public 30th May: Expected guests to confirm attendance 10th May: end of ticket selling to the public 15th June: Make payments for the venues 22nd June: The event date Improvement suggestion: There would be need to introduce awards during the event and competitions that will involve sale of raffle tickets in a bid to boost the revenue for the charitable event. The project plan must be ready at the end of the discussion period and should be presented using the flip-chart/white board provided. nd For the purpose of the exercise today’s date is 2 April. Task Firstly read through the background information given on page 2 of the in-tray items document Next read through each separate item (numbered 1-6) and answer the question given on the relevant answer sheet. There is one answer sheet for each item. Please provide full answers, giving as much detail as possible, whilst bearing in mind that you should respond to all of the items in the time available. Most questions have the same format but item 6 is slightly different. For this question you will need to create a new work schedule for next week using the blank schedule given. Please try to ensure that your handwriting is as legible as possible. Manzi-Westbarton Instructions and Answer Sheets Item 1 What is the issue or issues that need to be addressed in this item and what actions would you take as Manager to resolve the issue or issues? As part of your answer please explain why you would take this action. The issue that needs to be addressed in this item is that of improving our key performance indicators. As can be seen, the store has performed below the region average in all aspects. The sales turnover was 6% lower than in the same period last year while the region actually recorded a 1% increase. While the region on average achieved 30 store card sign ups out of a target of 38 sign ups, we only achieved 22 signups while we had targeted 40 sign ups. This shows that we are not performing as we should as far as card signups are concerned. With regard to mastery shopping, we achieved a 56% while the region average was 67%. This means our customer service is of a lower standard and hence it needs to be improved. Our rate of staff turnover is also very high at 50% compared to region average of 40%. It means that we are not treating our employees as we should and may be this is the reason we have a high turnover rate. Our footfall conversion is also below the region average at 16% compared to the region average of 20%. Our average transaction value of $40 was also below the region average of $45 . Though this was above our average for last year, it is an indication that more can be done. To improve our key performance indicators, we need to improve on a number of factors. First, we need to improve on our marketing efforts while reducing our cost of sales in a bid to improve on our sales revenues. In addition, we need to explain to our employees what our store cards are all about and the need to improve the signups. We also need to come up with a new customer service code to allow us serve our customers better. This will enable us make more sales while ensuring our footfall conversion is improved. Finally, we need to come up with new ways of motivating our employees in a bid to reduce their turnover. The reason behind taking the above measures is to improve on our key performance indicators. By improving our marketing efforts while increasing our card signups, we will increase our sales figures. Improving on our customer service and motivation of employees likewise will lead to better service to our customers and hence more sales. All these efforts will in turn lead to improved company performance. Manzi-Westbarton Instructions and Answer Sheets Item 2 What is the issue or issues that need to be addressed in this item and what actions would you take as Manager to resolve the issue or issues? As part of your answer please explain why you would take this action. This is the mystery shop report that shows that we scored 56% as opposed to the regional average of 67%. As far as our store and staff presentation is concerned, our shop was found to be OK. However, our customer service was found to be wanting. For instance, it seems the sales assistants do not appreciate the need to ask customers questions in a bid to establish their needs. The sales assistants were also found to be inadequate as far as sales skills are concerned. They also do not inform the customers about the store cards hence the low level of sales. As such, the staff we have can be said to have contributed greatly to our low key performance indicators. To rectify the above issue, we need to retrain our sales assistants on customer service and sales skills. In addition, we need to establish targets for them. This will ensure that we improve our way of handling customers hence ensuring they make our shop their preferred shop. Improving on employee motivation will also motivate them to offer better service to our customers which in turn will lead to improvement of all the above KPIs. Manzi-Westbarton Instructions and answer sheets Item 3 What is the issue or issues that need to be addressed in this item and what actions would you take as Manager to resolve the issue or issues? As part of your answer please explain why you would take this action. The issue raised here is about improving the uptake of store cards by customers. The company has taken this step in a bid to make the process of getting the card simpler. In addition, the staff will be trained in a bid to ensure that they know how the process of issuing the card works. In addition, the company is taking steps in terms of sales incentives in a bid to increase the sales. In this regard, the employees need to explain to customers what other items we offer to them in a bid to improve their satisfaction. This way, we will ensure that sales are improved while the store cards intake goes up. These are important steps as they will lead to more satisfied customers, improved sales and more motivated employees which in turn to better overall performance for the branch. Manzi-Westbarton Instructions and answer sheets Item 4 What is the issue or issues that need to be addressed in this item and what actions would you take as Manager to resolve the issue or issues? As part of your answer please explain why you would take this action. The issue at hand is about helping a store that is nearest to our store with one of our team from 1100 -1700 on Sunday 14th . This is because the store manager has no support at the date despite the fact that the store would need at least two people in store at any one time. In addition, there is some information that new store update at East Barton is to be done on Friday 26th October. These are normal operation issues and our store also makes such requests from time to time when need be. As such, I will look at our duty Rota and see whether there are any employees that I can reassign to this store on Sunday. This will ensure that the store continues with normal operations. If there is no group that I can reschedule to the store on Sunday, I will communicate in advance to Sunita in advance to ensure she gets help elsewhere. Regarding the store update, I will look at our time table to see when we have planned to have our own. In case we had planned to have it on 26th just like Eastbraton, I would have to reschedule it in a bid to accommodate theirs since the update team can only do one store in one evening. These actions are necessary to ensure that we cooperate with our other stores so that they can also run smoothly and also in case need be, they can also accord us the same help. Manzi-Westbarton Instructions and answer sheets Item 5 What is the issue or issues that need to be addressed in this item and what actions would you take as Manager to resolve the issue or issues? As part of your answer please explain why you would take this action. The issue is about a request for our store to schedule a time for updating our store to the new look. In this regard, our store would have to be closed at 3 pm and open normally the following day and the process has to take place before the end of October. Three days are provided for including October 27th, 28th and 29th. This similarly is a normal operations issues and hence I will embark on determining the most appropriate time for us to carry out the update. However, having been informed that Eastbraton is carrying out theirs on 27th and there is only one team to do this, I would settle for 28th October after consultation with the update team to ensure no other store has booked the same date. I will then make a communication to all the concerned employees to ensure they are informed in advance to ensure the event is a success. The above action will be taken in a bid to ensure we adhere with the company policy while ensuring that we do not inconvenience any other store. Manzi-Westbarton Instructions and answer sheets Item 6 – october staff work schedule Note: As Jenny is unavailable, please create a new rota for week commencing 8th October Contracted hours Mon 8th Tue 9th Wed 10th Thu 11th Fri 12th Sat 13th Sun 14th Total hours You 38 0900-1830 OFF 0900-1830 0900-1830 1200-1830 0900-1830 0900-1830 48.5 Hours 8.5 8.5 8.5 6 8.5 8.5 Jasmin 15 tue 0930-1800 1200-1800 1100-1700 20.5 Hours 7.5 7.5 5.5 Chi 16 0930-1800 * 0930-1800 0930-1800 * * 21 Hours 7.5 7.5 6 Ayaz 16 0930-1800 * 0930-1230 0930-1800 * 0930-1800 * 25.5 Hours 7.5 3 7.5 7.5 Simon 15 0900-1830 0930-1830 0900-1800 24.5 Hours 7.5 7.5 7.5 Grace 11 0930-1230 1200-1800 1100-1700 14 Hours 3 5.5 5.5 Total weekly hours 154 Task You have 30 minutes to study the information overleaf and plan your meeting with Kit. You may write on or highlight these instructions and/or write rough notes in preparation if you wish. You will be able to keep the instructions and your notes for the duration of the exercise. Following the preparation period you will have up to 20 minutes to conduct the meeting with Kit. Your task in this exercise is to: Informally review Kit’s recent performance: Kit’s recent performance has been deteriorating. She has been noted to have started being absent more regularly than before though this has been noted to be for the purpose of securing dental care. In addition, she has been reporting to work late of late. In fact, she has moved from being the best employee to the third best employee. She has also been noted to have declined in her standard of customer care service. She doesn’t seem to be interested in selling some item categories while she doesn’t seem to be interested in selling store cards. In fact, she doesn’t even bother to explain to the customers what these cards are all about. It can be concluded that there is something disturbing her as to lead to deteriorated performance. In other words, she needs to be motivated in a bid to restore her past performance. Give her any feedback you believe is necessary It is important for Kit to understand the need for us to offer quality services to our customers. Repeat purchases can only be achieved if we continued offering quality goods and services to our customers. In addition, she ought to understand that the store cards are aimed at increasing our level of sales by encouraging customers take advantage of our discounts. The new items that we have been introducing are meant to provide variety to the customers hence boosting our sales. As such, it is unfortunate that Kit’s behavior should deteriorate as it has done. Kit should therefore be encouraged to speak out her mind about whatever may be going wrong in her life or in the workplace so that the company can find ways of motivating her back to her normal performance. Part of her motivation process could include increasing her pay in a bid to make her work harder. In addition, the company should notice her effort to see whether we can promote her in a bid to encouragehardwork. Finally, in a bid to improve her performance, the company could set a target for her beyond which she should be paid a commission or she should be rewarded in a similar manner. Task You have 60 minutes to analyse the information and prepare a presentation, of up to 10 minutes, to give to Screenplex’s Director of Operations (represented by assessors). Your presentation should include the following: A summary of the current performance of the Wambury cinema The Wambury branch of Screenplex has had its performance deteriorate in the recent past. For instance, the total number of audience who visited the branch declined from 600,800 in 2012 to 546,300 in 2013.This saw the branch profit decline from $633,400 to $94,200. The decline in profit is largely attributed to declining revenue despite the increased costs of operation. The deteriorating performance is also attributed to the changes in staffing at the branch. The branch manager Ahmed Khan is not only new to the branch but also to the industry. He has no experience in the industry and does not seem to understand customer tastes and preferences something which has made customers regret vising Wambury cinema since they cannot find the films they want. In addition, employees seem not motivated as can be evidenced by increased staff turnover recently. The management seems not to be helping the new manager have a grasp of what is required in the film industry as he is left to his own devices with little support despite his lack of knowledge about the industry. Furthermore, the new manager is not making any effort at local advertising which would make more audience to visit the branch. In addition, staff are no longer dressed in the company’s uniform and this has been noted by director of personnel that staff now appear scruffy dressed. The customer satisfaction has also been declining owing to declining quality of customer care as well as the quality of service offered. In fact, all key performance indicators for Wambury including customer service, ease of ticket purchase, choice of films, food choice and quality, cleanliness of facility, customer value for money and making of return vists are all far much below those of the entire Screenplex average. In other words, Wambury Screenplex performance can only be described as deteriorating and hence wanting. Recommendations for how to improve performance In a bid to improve the above performance, there is need to make changes in the company’s management. First, there is need to either train the current manager on how the film industry operates or recruit a new manager with knowledge on the operations of the film industry under which the current manager should operate. This will ensure the company is able to provide what the customers want in line with their tastes and preferences. In addition, the new manager will ensure that staff adhere to the company’s code of conduct hence ensuring quality services to the customers. In addition, the new manager should be able to prioritise funds usage. For instance, though the company’s operating costs increased, no money was allocated to advertising despite this being vital to good performance in the industry. In addition, any new manager should not be left on their own. They need to be oriented into the industry so as to ensure smooth transition. For Wambury, the problem is not about the staff or the customers but about poor transition that has created confusion and hence the losses experienced since no handover seem to have happened. To make matters worse, those with experience in the industry seem to only blame the new manager of his inexperience instead of helping him . You will then be questioned for a further 10 minutes on any aspect of your presentation that the assessors would like to clarify or hear more about. nd For the purpose of the exercise today’s date is 2 April. List 5 exercises commonly used in assessment/development centres. ) Recruitment and promotion ii) Early identification of potential iii) Diagnosis of training and development needs iv) Organizational planning v) Development What is the key difference between an assessment Centre and a development Centre? An assessment Centre can be said to be a part of development Centre with development Centre being an end to end solution for building and sustaining capabilities within the organization. . An assessment Centre is a programme seeking a decision about a participant’s suitability for a role while the development Centre focuses on current performance levels to support future learning and development 1. List the 5 key features of an assessment center i) The centres are made on several dimensions. This implies that the programme ought to be based on clearly defined set of dimensions, criteria or competencies ii) Use of a variety of assessment techniques in a bid to ensure comprehensive coverage of attributes and skills and to increase reliability of measurement. These techniques include tests, interviews, behavioral simulation exercises and questionnaires. iii) Several assessors or observers are involved in a bid to increase impartiality and objectivity and impartiality. They usually represent human resources specialists and line managers as well as psychologists who must ne thoroughly trained. iv) Several candidates and participants are observed together to allow interaction between participants hence ensuring the programme is more interactive and more economical. v) The information is integrated implying that any judgment or recommendation that results from the assessment Centre should be based on behavioral information drawn together at an integration session. 4. What is the difference between competence and competency? Competence is defined as the outcomes that define effective be performance or aspects of the job at which a person is competent while competencies are the behaviors that people need to display in order to do a job effectively but does not describe the aspects of the job itself.in other words, are the cluster of observable behaviors and actions which include personality, ability, interest, motivation among others. What is the method used to determine competencies? Competencies are assessed using their characteristics which include behavioral indicators,, being measurable, being discrete, being even and unambiguous What is the assessment “matrix”? Competency matrix is a grid that shows which assessment methods are to be used in assessing which competencies in the Centre. It contains competencies listed on one side and the tests, exercises, simulations etc. listed on the other side. In essence, it indicates which methods are going to be primary (strong) and secondary (weaker) sources of evidence for individual competencies. Read More