Meeting Stakeholder Needs - Coursework Example

Meeting stakeholders’ needs Meeting stakeholders’ needs Introduction I am an employee of the District Line working with the Track Asset Performance department of the London Underground. As a member of the team and in general the whole team, our roles and responsibilities include these among others; Ensuring safety and control of the track. Regular inspection of the track and its environment. Preparation and maintenance of track. Our operations as a team are regulated by rules, regulations and policies that have been put to ensure health, safety and environment have not been violated. London Underground as a company works towards the following objectives. Run the best services we can every day, reliable, and with high standard of customer care Harness the skills, talents and energies of our people in ensuring we can continue to improve as one team Deliver new assets and introduce technology on time and to budget, minimising the disruption to customers and changing the way we work to get most from the new equipment Deliver everything we do at a sustainable cost that London can afford and derive value from it Provide world class service, world class delivery, world class people and world class efficiency and therefore value. London underground is a major company has so many stakeholders. A stakeholder is an individual or a group of people who are associated to an organization and depend on the organization in order to fulfil their goals and the organization depends on them too to fulfil its goals. According to Winn (2006) stakeholders in any business play a crucial role in its success. The stakeholders form the different components that make the business what it is. It is therefore important to understand how each stakeholder contributes to the business and the need to meet their needs. Stakeholders analysis is used by many companies regularly as a way of assessing its strategic plans and how to implement them. Stakeholders’ analysis simply establishes the expectations of the stakeholders, their needs, and their power and control ad this will help in the company setting its priorities. Team objectives To ensure that the tracks are clean and ready for use Carry out regular inspection and maintenance Ensure safety of the trains by working on the tracks in accordance to the guidelines and procedures required. Table 1 has been used to the internal and external stakeholders and their needs have been identified. See table below Team objectives too meet stakeholder’s needs My team works with effective planning and coordination with the help of the management to ensure that all works of maintenance and inspection have been achieved. We work towards achieving all the given goals and targets while maintaining the standards and procedures stipulated. We do this by adopting good practices, create and value, deliver effective performance, prevent accidents, avoid wastes and safe guard the assets of London Underground. Our work is very significant for the operations of the trains and failure to do this can lead to delays, accidents and other related disruptions that will affect the company. The strategic team in the top level management makes strategies with close considerations of the social, economic and political needs of the stakeholders. In response to this, my team’s objectives are formulated and structured in regard to the strategies to ensure that all stakeholders have been satisfied. This needs allot of emphasis is given to the effect that may come as a result of our operations. Issues regarding environmental conservation, wildlife and noise pollution are given consideration to ensure we do not violate any of the laws and regulations protecting these areas. According to Coff (2008) every company has a social responsibility to protect the environment they operate from and ensure safety. Modification in order to meet stakeholders’ needs As a first line manager, my team objectives are to carry out regular pre planned track inspections and other form of general inspection in order to meet the standard risk assessments conducted and prepare the track for the train to run effectively as required by business needs. In doing so, we are effectively in compliant with various railway standards and regulations. Lakin and Scheubel (2010) say that policies and regulations in every industry are intended to protect the rights of stakeholders. The inability of my team to comply would mean that various measures have to be put in place in form of mitigation, for example, putting speed restriction on line speed which could resulted in tube traffic delay, inconveniences to customer, fines and bad press. My team also ensures that track maintenance faults identified during routine or through inspections are rectified to a required standard as expressed in various operational London Underground standards. Coupled with above, my team deals and investigate complaints from neighbouring properties adjacent to the London Underground properties, for instance, noise caused by rough ride on the train or vibrations. See below work plan and the modification to meet the stakeholder needs WORKPLAN FOR THE WEEKENDING09RD September 2015 Collaboration Needs Resources Needed Date Due Anticipated Obstacles Solution Carry out and complete full survey to establish the most suitable design for 7 A and B crossover Track technical assistant to survey the site Surveying equipment, Leica 100, tripod. 05/06/2015 Frustrated track access due to cancelled engineering hours or engineer train working in the area Check publications on weekly basis. Trial holes to be dug every 5 sleepers through 7b, 7a and 6a points Works controller 8 to 12 labourers Shovels, bars. Within 4 weeks Staff taken away due to A1 defect find in the area Change maintenance plan to ensure full 8 to 12 man gang to support. Change the timbers through 6a points and clear ellipse work bank Works controller 8 to 12 labourers Shovels, bars. 01/8/2015 Frustrated track access due to cancelled engineering hours or engineer train working in the area Change maintenance plan to ensure full 8 to 12 man gang to support. Tie in level survey and string line survey to stretch through entire platform length plus 50m for plain line tamp Track technical assistant to survey the site Strings, Dumpy level, protection staff, tripod. 1/9/2015 Faulty equipment or out of date Equipment to be checked on weekly basis Tools, Plant and Equipment Rental Management: The team has been working with tools and equipment that is either hired or leased from others suppliers. The suppliers are responsible for the maintenance of this tools and equipment. The tools are high and paid on the basis of how many days it has been in use with the London Underground. For instance, a power tool ma cost about £100 per day with a fine of £40 for any extra day the tool is with London underground. In case of damage or loss, the company is to replace it by paying £900 for a new one. The team managers of the maintenance teams are the one who make orders for the tools and equipment. Tools and equipment have a storage area and can only be returned to the supplier when the date for returning is over. There is no specific list or record to monitor the movement of tools among the maintenance teams which means that even the suppliers and other people can take the tools and equipment without making a record. No effective internal control to monitor equipment and physical account of tools and equipment and personal accountability. There is an estimation of high number of tools unaccounted for and has accumulated high penalties and losses. Proposed Improvement Plan: The current control system is inexistent and if this continues, the company will continue to make loss because of poor control system. It is therefore my recommendation that a new and reliable system be introduced that will enable the management monitor the movement of all the equipment within the organization. According to Francis and Mishra (2009) resource utilization in any business can cause losses if not well monitored and tracked. Option 1: Do nothing to the current system: This option as seen earlier will lead too high losses due to unaccounted tools and loss. This will eventually lead to poor financial performance of the company and this will affect the image of the company and the brand as whole. Option 2: The current system should be improved to ensure proper and reliable storage and distribution system to incorporate introduction of internal control system by selection of dedicated present staffs. Incentives, reward and motivation could come in form of payment of overtime to carry additional duties of new tools and equipment management system. Option 3: Develop and set up multiple regional storage centres with well trained personnel. The current storage centres could be upgraded other than being shut down completely. The operations within London Underground are a 24 hour system and this means that more staff would be required for them to work on shifts and work effectively. Option Cost Benefits Analysis Estimated Annual Labour Costs Initial cost of establishing New storage. Estimated Annual Total costs Estimated Annual Gains I Loss Year 1 1 Retain current system 0 0 0 120,000 2 Establish four regional storage with dedicated staff 200,000 100,000 300,000 -60,000 3 Improvement on current storage with payment of overtime to dedicated staffs 80,000 0 80,000 160,000 Year 2 2 Establish two regional storage with dedicated staff 200,000 0 200,000 40,000 3 Improvement on current storage with payment of overtime to dedicated staffs 80,000 0 80,000 160,000 Recommended steps: The staff should be informed and encouraged to be very diligent on accountability and resource utilization. Negotiate with the suppliers on the terms of leasing and the penalties that come with them. Guidance to be developed for all the staff stipulating the system to follow when taking the tools for use. A system to be implemented that will be able to monitor the movement of the tools out and into the storage areas and giving a summary of the locations they are in use. A new department to be formed that will strictly deal with delivery and return of the tools from the sites to the storage centre. Training for all staff should be done to give them an orientation to the new system Every tool should be given a unique reference number to ensure easy follow up in case of loss. A requisition form to be developed for every team that can be used to make request for tools needed for a particular job. Resources Requirements: This whole system will require more resources in terms of time, personnel and money for its implementation Training for the staff. Areas of improvement There is an improvement opportunity in the way the tools are managed, acquisition from suppliers (leasing), and its utilization within London Underground. However, for this change to be accepted within the organization, there is need to build a strong case in order to convince the top management and the specifically the Track Infrastructure manager. The track infrastructure manager is responsible for overall maintenance, inspection and most importantly controls and approves the budget. They do this to ensure that the resources allocated to different teams are effectively working towards meeting the needs of the entire stakeholder. Method of communication and key message According to Sanders and Wood (2015) communication is powerful tool if well utilized. My communication will be based on a series of meetings which would involve various levels of leaders ranging from operational staff as well as the managers. Trade union representatives will also be involved in the meetings in order to sell these ideas to them as representatives of workers. Other leaders in the organization to be involved are works Managers and the Maintenance Contractors Manager s. These two are directly affected by the new change and hence the need to involve them actively. The team leaders of will also be involved as they play a key role since their staff are the ones that use these tools. In the meeting, I will explain the need for these improvements within the company. I will highlight the shortcomings of the current system and how much loss the company is facing due to the shortcomings. I will then put more focus on the outcomes and benefits that will be experienced if the improvements are implemented. I will make it clear that I am willing to cooperate with all the management in the process of implementation and guarantee them that this process will not in any way affect the current operations of the company. I will also suggest that we implement the improvements with phases other than sudden. This will be able to ensure proper planning and financing of the project. For any member of the team that have questions and doubts about the improvements, I will encourage them to approach me personally for clarification on issues that may not have been clear. According to Pickett (2013) implementation of any strategy or changes in an organization is a process that needs gradual implementation to ensure that one can monitor and make necessary amendments. If the recommendations and improvements mentioned above are implemented, I believe that it will bring more benefit to the company which include; Reduce operations cost which consequently will reflect to the customers by reduction of ticket fee. Provide an efficient and reliable system that will enable the company monitor the movement of tools and equipment. Reduce the loss of tools and equipments Improve ownership, responsibility and accountability by the staff Give a way through which the company can measure and analyse usage and cost projection. Protect the assets and property of the company in terms resource utilization and reduce wastage. Enhance efficiency in resource utilization as the leasing will be based on the need projected. It will lead to less number of tools and equipments as they will not be used efficiently. The managers and team leaders will be at peace away from fear of loss of tools and equipment Personal development and acquisition of skills for the personnel to work with the storage centres. Stakeholders affected Works Managers The works manager is responsible for all the operation and is held accountable for actions and outcomes of maintenance works. Team Leader /Supervisors They are responsible to ensure that their teams have adequate tools and equipment to perform their duties. Operational staff They are the people on the ground and are the one who use the tools and equipment to perform their roles. Staff representatives Staff representatives are the head of tracks and signals. Below is a table that will be used to gain the stakeholders commitment in the implementation of the improvements. Key people Active Supportive Passive Negative Works Managers ( ) ( ) ( ) ( ) Team Leader (Supervisors ) ( ) ( ) ( ) ( ) Track Operational staff ( ) ( ) ( ) ( ) Staff representatives ( ) ( ) ( ) ( ) Lease company ( ) ( ) ( ) ( ) Head of Tracks and Signals ( ) ( ) ( ) ( ) Track Inspections Managers ( ) ( ) ( ) ( ) Track Inspections Staffs ( ) ( ) ( ) ( ) Maintenance Contractors ( ) ( ) ( ) ( ) Track Infrastructure Manager ( ) ( ) ( ) ( ) Commitment Chart Gaining stakeholder’s support I will hold face to face meetings wherever possible with the stakeholders who do not seem to support the improvements as a way of winning their support and clarifying to them on issues that are unclear. I will also hold discussions with stakeholders who may not necessarily be supporting the improvements actively and give them assurance about the inclusion of their interest in the project and show them the benefits that will come to them directly. According to Hay (2001) new strategies in organizations have benefits to the organization but are always faced with hostility. Conclusion This module has enhanced my understanding of how each stakeholder in an organization has specific and unique needs which must be met. I have been exposed to different model and plans that can be used to analyse the needs of the stakeholders. I have also acquired skills on how organizations can make improvements in its operations by considering the interests of each stakeholder. During the course module, I have been able to improve other interpersonal skills like communication since I got the chance to work closely with my colleagues where we shared ideas and even course material and knowledge. These improvements will be very significant to our team. Its successful implementation will lead to the following benefits: Improved efficiency on delivery of services due to the reduced wastages of resources. The use of tools and equipments will be more flexible. Low cost expenditure of tools and equipment will lead to customer satisfaction due to reduced cost of travel. Personal development for the members of the team who will now be exposed to new and improved working conditions. The current shortcomings will have been eliminated. The needs of the stakeholders will now be met in a different and improved perspective guaranteeing satisfaction. After the implementation of the program, I will keep on monitoring the effect caused by the improvement to ensure that the benefits projected for the improvements continue to be realized. Feedback from the stakeholders will help make necessary improvements and changes that will enhance quality performance. References Pickett, K. H. S. (2013). The internal auditing handbook Hoboken, N.J., Wiley Sanders, N. R., & Wood, J. D. (2015) Foundations of sustainable business: theory, Function and strategy Hay, B. L., Stavins, R. N., & Vietor, R. H. K. (2004) Environmental protection and the social Responsibility of firms: perspectives from law, economics, and business. Washington, DC, Resources for the Future Francis, R., & Mishra, M. (2009) Business ethics: an Indian perspective New Delhi, India Tata McGraw-Hill Lakin, N., & Scheubel, V. (2010) corporate community involvement the definitive guide to Maximizing your business societal engagement Sheffield, U.K., Greenleaf Pub Coff, C. (2008). Ethical traceability and communicating food Berlin, Springer Winn, J. K. (2006). Consumer protection in the age of the information economy Aldershot, Hants, England, Ashgate Read More