Project Units Checklist

https://www.dropbox.com/s/phhs6zbg253enez/Nimra%20Butt%20-%20Project%20Units%20checklist.docx?m

Unit 12 - P7

I will now outline the main positive and negative points of impact for a online business society

Shopping Distict: when having a online business you do not have the need to expand the business stores, as its just a place and it has its main head quaters or office to handle everything. this helps you as people over there can help you with stock you may need to recieve. By having a online busines saves a lot of hassle, there is no need to pressure or stress over rent pay, utlilites bills any stores of any sort of wages that need to be given out to the staff members.

Emplyment: online business could increase an unployment as such when the have an online buisness there is a less number of people needed to sort stuff out,  you wouldnt have to worry about hiring anyone more staff member, but there might be use to advertisie a job for a IT tech that can help you if any problems occur.

Personal interaction: when having a online business personal interaction is really hard to find well infact impossible as they usually order through email, anything you may recieve is through order of a post. The diadvantges to this may being that there can be dnagerous as there are many fraud and scams that happen through an online business, this is usally caused by high and expensive purchases.

Unit 16 - P3

I will describe how small businesses prepare themselves to sell their products in the market through online services

there are many methods and benefits used of marketing your products service online, for instance creating a new website this will will adversie your business, sending leaflets off to custoemrs or leaving them in stores or malls so that customers have a eye on them and use soical newtorking sites.

creating a webites will be a perfect idea as this will gain profit that you wi8ll earn as many people use phones and electonics the website will operate 24/7 and youll be able to advertise offers add stock and maximise the sales.

Advertising products online is the same mehtod used when you are adevertising your business throught social sites, it is a easy method for payments aswell for instance: pay-pal with google may be cheap.
sending emails to custoemrs doesnt cost any sort of money, the benefit to this mehtod is that your're in contact with you customers, you cam promote and send them vouchers if they are long term customers. Another point i'd like to make is that you save a huge amount of money through emailing customers and clients, and its much quicker method to get hold of customers.

Social networkds are free to advertise one, you meet through many audiences and this saves time and alot one money. Marketing online is the best method that to be sued to advertise your products, this helps gain customers you'll have more profit and you'll be able to get feedback from customers to improve on your business. this may also help you creta ideas whether to expand the business or not.
 
but having a good website that attracts the customers eye might have a larger impact on customers becuase its in the eye of everyone. Marketing online can give you many chances to reduce costs, and it can give you ideas whether to expand the business, which might be aim for every business

Unit 8 - P5

I will now identify methods of communicating with different audience.

There is much different type of people in this small world; we meet different kind of people depending on where we live, work, or study. There are many methods to communicate, one of the most popular methods is a primary method: via phone, email letter or face to face communication.

The methods that many people use within friends and family are via email, phone and social networks: this is the easiest way to get hold of others many of the sites that are used to communicate are via: face book, twitter: whatsapp etc.

Many organizations communicate with their employees or employers through email and many do record this for training purposes. You will find the company we work with, our family, managers, colleagues, directors have a much clear communication as we are face to face.

Face to face is the primary method is usually used in an education or working environment, many of this methods are used during learning base time.

Unit 4 - P6

Career development plan 

Where I am now

Well at the moment I'm' doing BTEC level 2 business, trying to work hard to pass this course. I have been working part time while doing this course bee on and off with many different jobs. I've got quite few years of an working background, hoping to get a new job and work. hobbies are makeup and fashion, love shopping seeing new tends.

Where I want to be in 10 years time

I'd like to be working in full time job, either a manger or operations manger. I believe that i need a few more years in education to reach my goal, i'd like to finish this course and go into an Access course next year do the final year and get into Uni by the year after, but I'd like to be working before I get into Uni to be more stable. I'd like to be doing some apprenticeship work to get more qualified in the order to get a newer and better job quickly 

How to reach my goal:
i believe that reaching my goal will take time, everything is in time: id like to take some training in managing, whether its a weeks trial, i believe in practice and experience makes everything perfect. i certainly believe id need more experience to reach my goal.

Unit 4 - P5

My personal strengths: 

• Been qualified as a beautician 
• hard working 
• Always with a positive attitude
• love learning new things 
• like to be tidy and clean 
• good at persuading customers
• able to remain calm when under presser 
• great at planning organizing 

Improvements that I should make:

• need to work fast enough 
• improve on attendance 
• being able to concentrate on the work and lecture

 Job vacancy that i think is suitable for me are below:

http://jobs.hji.co.uk/job/1401325566/beauty-therapist/?TrackID=103&cmpid=PRC|JOBS|HBJOB-indeed-sponsored#sc=jobfeed&me=feed&cm=Indeed Job Extract

http://www.indeed.co.uk/viewjob?cmp=Vanya%60s-beauty&t=Beautician+Required&jk=be8db4ab7516a3bd

Skills needed in these job vacancies:

Rush:

• must be good at beauty treatments,
• should be truly professional 
• very polite and friendly 
• should have a warm personality  
• must be passionate 
• should know a lot about the fashion world
• must have NVQ Level 3 in beauty 
• Or must have two years in working at a salon or clinic

Vanya:

• should be perfect at Brazilian waxing for legs, arms, face waxing
• should know how to do manicure and pedicure
• must be professional 
• must be reliable
• should have good communication skills
• passionate 

Unit 4 - P3

Job description and personal specification  

Introduction: i'll be creating a job advert with a job description/person specification for a role in my business: Nimra's beaut spa.

Nimra’s beauty is looking for a number of amazing receptionists, which are willing to work full time max 30hr a week. The working hours will be flexible, we are open 6 days a week Monday –Sat from 10am – 8pm

Once you have been selected from the interview, we shall precede the next step which is a 1 week training trail, which will provide us to see your capability at work, this will also give us an idea of whether you are suitable for the job or not.

Applicants that are experienced or that have been on training in the previous years will also get a chance to work with us but on conditions on their work skills we will also give out 1 weeks trail for them as well to give everybody a fair chance of opportunity.

Job description:

Your main purpose will be to provide the highest level of great customer service and ensure that we are meeting the customer’s wants and needs. Duties of this role include the following: Meeting and greeting customers, taking note of all the appointments that should be booked, changed, of missed. Serving customers in a friendly manner, making sure that the shop floor is clean at all times, informing the manager if any problems occur, other duties that are also included is cashing up, taking care of the main till, cashiering, taking active part in promoting the business/advertising new products to the customers. 

Main purpose is to provide the highest levels of good customer service, must ensure that you are fulfilling all the needs and wants of the customer. the duties for the role include meetings and greeting all customers, being polite and friendly, positive attitude towards work, ensuring that the shop floor and all the beauty rooms are tidy and cleaned, making sure that all the records are filled in correctly, all appointments are booked with timing, name and contact number, ensuring that you are cashing up properly, and making sure that you are promoting sales and advertising the company to the target audience.


Key Skills:

• positive attitude 
• enthusiastic
• good team player
•  customer focused 
• hardworking
• polite and friendly 
• must have a neat and clean appearance
• willing to help customers at all times 

You must have the right to work in the UK, and must have clear speaking of English!

Personal Specification

Qualifications required: NVQ Level 2/3 in beauty course. Must have GCSE in Maths and English.

Skills and Abilities: Must be hardworking, fast leaner, and must have a polite and positive manner. Must have  good English skills, is able to working and fit in with others.

Experience: Previously worked at a salon or beauty spa, knows how to handle the reception and customers if any problem.

If you're interested please apply now!

Contact details are below:

Call: 079499758339

Email: Nimrasbeautyspa@live.co.uk

Unit 4 - P2

Organisational structure  

In a business having the appropriate structure is very important for a organisation, this helps them to meet all their aims and objectives, and also helps them achieve their goal (high profit).

many organisations have employees that are working at different stages of level of responsibility  some at quite at the top and some are one the stage for improvement. This is were team leaders have their role to play and perform their day to day management roles, contributing with the operation managers to set a direction and structure for the business. each employee have a different level of structure depending on the businesses organisational structure.

Hierarchical structure:
Many large organisations, like (British Gas) have tall structures. The term tall structure means when there are many different types of levels of employees that are all reporting to the team leaders and then they are forwarding the message to the operational managers.

This structure as a large chain of command that refers to the number of different types of employees of level inside an organisation, each employee is then directly in supervision and is supervised by one person.

A tall structure can sometimes lead to some delays in the business as the structure is large it slows down the communication and decision making. British gas divides its business by their products e.g. gas and electricity they also do other types of division from the business which includes maintenance and repairs for the customers this can also be known as good customers service as they are trying to improve their business and fulfilling their customers needs.

Flat structure:

A flat organisations structure has fewer layers of management. This means staff have access to communicate with staff team members and managers fast and easily. this can only happen when workers are taking more responsibility for their decision making, this structure is made for newly small businesses in the market.

Their are many benefits in using this structure in your business, this helps respond to customers quickly make changes and improvements on your business. 


Matrix Structure:

A matrix structure pulls together all the employees working in the business to meet its goal. people that are selected can be used in both structure that are above, they come from different levels and stages inside the business.

Matrix structure are used for specific projects, each individual team member come from different type of level from the business and contribute with the project given. Once the project is final and completed the matrix will be disbanded with a new form of structure to create and setup to use for the up coming projects.

Unit 4 - P1

Introduction

In this unit I will be explaining the different types of job roles and functions within an organisation. The organisation I've chosen to explain their job roles and functions is Tesco's.

There are many different types of job roles within Tesco's, the job roles I'll be explaining are below..


Baker - bakers tend to work typically according to a very high schedule, many products are produced verily everyday. The baker works job to job. An example would be a baker that is employed by a small organisation, but any local bakery would work independently depending on your part of role. mostly bakers have a huge responsibility on them to constantly check whether they have put the correct amount of quantities in the item to be produced, they should always be strictly alerted about timing, as well as organizing everything before and after the work procedure. 

Duties of a baker: Mixing all types of ingredients to make the recipe of the item. They would also form the dough design and cut the dough according to the shape of the recipe. The final step of this process it baking the dough and decorating it with chocolate fillings of iced fillings, to finalize and sell the product.

Bakery packer - Bakery packers are the most important people in this job field, as they help complete all the packaging of the product.Duties of a bakery packer: making sure right amount of quantity goes into the packaging, make sure there's no damaged products that will be to send off once the whole products have been into the trucks to ship etc.

Customer assistants - customers assistants have one of the most biggest part in handling everything, there are to be helping the customers out, perhaps taking most of the customers in occasion to the products, explaining customers what offers and promotions they have available for the customers showing them that they know everything about products that are to be sold in the shop. 

Duties of a customer assistant: when working as a customer assistant you will be in-charge to direct customers to the products location. this informs and lets the customer know that you know where the product is and that you are qualified for the job role. you will also need to be able to support the colleagues at the warehouse to help collect and sort out any deliveries that come through, you will also need to ensure that all units at the shop floor and at the warehouse is sorted into order form, everything is tidy and clean to cause no accidents, this also means that you must have a friendly attitudes and must be flexible at all times cause you many never know when a customer can approach you for their need of help. 

Delivery assistants - delivery assistants have a important role in a organisation as well, they must be 18 years of age or over, their role is to deliver products to customers homes with the store vehicle load ans unload goods from the van. You must work in the store as well and be able to handle all types of customer queries. 

Duties of a delivery assistant: must be very flexible for the work shifts, they must make sure that all goods that are being loaded are securely moved without being damaged. help finding the best and quickest route to the location of the journey/destination using a software device known as satellite navigation. guide and be aware of the van driver while hes driving and parking the vehicle. take any sort of payments or orders that have to be signed. and finally clean and tidy the vehicle and help assist or take the vehicle to a garage in case any breakdowns occur.

Distributions - these people are the member that are involved in arranging and organizing store orders that come for delivery, their duties are the following for instance: moving the cages that the products are in, moving boxes in occasion operating and handling equipment. The majority of this group is quite small. 


Merchandisers and Buyers - these people are involved in ensuring to customers demands and ensuring that they satisfy the customers by the quality of the product and that they are in at the right time and right place for delivery. buyers tend to use market research of knowledge to source any types of products that are to be sold using the experience they have of online trading or directing selling. 

Duties of this role: both roles are to require understand of how large of a influence quality of products can be for a customer as well as the logistic knowledge. planning product ranges and preparing sales and stock plans to deal with the buyer. producing layout plans for the stores this can be known a expansion, planning the budgets for the business and presenting sales forecasts/figures  with new ranges for the organisation.

Night workers: night workers are involved in many different types of stores and areas, they're are mostly involved in stock relations, they usually support the warehouse with is delivery  helping out staff tidying the units and help assist other staff that need help or are on training. the attitude in the role needs motivation and someone that is positive and hard-working. 

Team leaders - team leaders have the main responsibility in a working environment, they have to ensure that team members are contributing together and that they help out in all the customers needs and wants they should also fill in the shelves that are missing.

Duties of a team leader: provides encouragement to the staff to focus on work. has regular meetings for improvements on the business, does motivational and inspiring speeches, identifies training needs and area that need to be covered for improving, provides new ideas for the business, rewards the team members when seen improvements, and gives the team credit for their hard work, notifying staff's strength and weaknesses, understanding and confronting with all types of problems and issues face to face.

Operations manager - operations manager is a senior type of employee that sees the production of what the goods are and providing for the services. the main aim is to ensure that the organisation is working smoothly and fine and that it is making enough profit. another aim is to produce good items to sell the to customers and fulfill the customers needs and wants.

Duties of a operations manager: monitoring processes and analyzing the organisation, seeing the effectiveness that they are doing to get more customers, creating new ideas and plans to improve the production. supervise the team, be in charge of. who to hire and who to train etc.

Technical support - technical support team provided answers that help any sort of technical support that is needed such as trouble-shooting of equipment, this is usually over the phone or it can be done by a staff announcement. it can either be a announcement for hardware update of software, application problems, any sort of industrial machinery or technical based issue.

Security - a security officer has the job from preventing crimes to happen against people and property. crimes that are caused such as robberies, theft, assault, etc theses officers at patrolling 24X7 for the safety. 

Duties of a security officer: many stand and observe what is going on being aware, some sit behind the desk and keep a eye on all customers by the cameras that are fitted. Officers are to be alerted at all times and record any suspicion against any sort of happenings. All the officers use radios and phones to communicate all the guards and officers around the area to even contact the police force. they have been permitted to stop any one an check their bags, identification packages or anything they have not brought.

Unit 11 - Customer Relations In Business

Introduction

In the order to understand customer relations in a business, i will firstly explain three different types of customers with their needs/expectations.

1st customer: Patients, their needs are to be cured quickly, and have the best treatment service as possible. they also would want the get the best medicine that is available to cure the treatment and get medical advice from therapists, nurses and doctors.

Patients tend to hope that they have a short amount of relationship with the doctors as they want to get well and go back to their homes quickly. Mostly every patient relies on the organisation and in a business field this is known as a short term.

2nd customer: Students, their needs are to get a degree/qualification in the order to achieve their goal in education and work wise. mostly their needs are to know what books do they need, what stationary to have, what library's are available at what time, etc.

Teir expectation are to get the highest level mark in a exam paper, get all the revision done, note all the things that the teacher has set, get feedback to improve on their work, they expect to have a long term relation that can be up to mostly 3 - 4 years.  

3rd customer: Consumers, they have a immediate goals on needs to buy the product first hand. example would be a lady that goes in boots to by the max factor foundation. their needs are to find the right product for them from the help of the sales staff, get information on the product etc.
 
their exceptions are very high to have the cheapest but amazing quality of product, if any problem in the product they would expect to have an exchange or if they do not want it they would want a refund. they are only interested in the organisation until they find the right product for their need, this will go in the field of short term.

I will now be expalining 3 main benefits for having good customer service: to a customer, organisation and employee.

 

Customer will need to be informed, any sort of menu should be availble, price and product should be neat and fresh, you must make sure you meet the customers expectation, they must be treated with respect and in a friednly manner, and make sure they should get the product they need.

 

Rpeating the business is very important, if all the emplyees are happy with their job they will be less absenses and less number of sickness and lates. low turn over may be a benefit for a business which means that the employee must be trained and experienced this will mean there will be less changes that will be need to be made.

 

Getting positive feedback is a great benefit, has it helps you to improve on what needs to be done correctly, customer feedback can motivate the employee to work better improve on what they need to improve on, and this means that once they've improved on everything there can be higher chances for a step up in the job role  

 

i shall now be expalining what contributes to consistent and reliable customer service:

Internal customers should:

• be aware of the job
• have product service knownledge
• beware of the different types of products and services (quality of the product)
• must have a posititve attitude
• meet customers need
• work under pressure
• be able to handle any problems that occur with cutsomers

i will now be explaining customer service and how they should be monitored and evaluated.

Monitoring customer service: that means you need to ensure you must have a positive attitude towards everyone you work with whether its your staff member or customers, make sure that staff work is done make sure customers are satisfied with the amount of customer service you've provided them.

Evaluating: customer service means that to look at the review of amount of information that you've given to the customers. check for any improvements.

Below ill be explaining the different ways to monitor customer services:

 

Formal customer feedback: this is were the business has a set of questionaaires on a card or leaflet to hand to the customers for feeback and comments.

 

Informal feedback: many customers may not want to give written feedback, so most of the time the business thinks for different ways to get the reaction of their customers, questions may be asked for instance: how well did we treat you?

Mystery shoppers: some organisations infact many hire mysery shoppers to keep an eye on customers incase of robbery and thefts ocurring.

Complaints and compliements as lettes: this is another way of feedback, compliements letters are a positive feedback from the customer which every business awaits for, and on the other hand complaint letter is the oppersite negative letter of feeback which every business does not want to hear.

 

Many organisations should montior these areas in business of the following:

 

speed of delivery

product ranges

features of the products

price and packaging

return policies

catelogs and website info

pricing etc

 

 I will now outline how to make improvments to the customer services in an organisation

 
you will need to be able to use all the feedback you get from the customers whether its negative or positive, this will help you to identifiy all the improvments you need to make. you must be ready to make changes as the organisations reupation is very important in a business world and specially the owner.

 

staff and managers turnover would be good as customers wont be able to see negativity around the business if they are regular customers, have expericed staff and managers, disguss and finalise the customers feedback, and check all questionaires with the leaflets etc.

 
you can also hire a mystery shopper to find out ways to keep an eye of the customer, set creative and new aims for your business and objectives with new members of staff as this will help imrpove your organisation.

and finally have a regualr based staff meetings whethers its every week of after a month this will show you the clear path on what changes and improvements need to be made.




 

 

Unit 10 - Personal Selling In Business M2

Introduction 

In this task i am going to compare personal selling skills and processes used in to different situation, One through via tele-phone and the other through face to face.

Comparing both situation - in both situations the seller over the phone or the person speaking face to face, must be polite and friendly to the customer, they must greet because firstly they should have a good relationship in the order to precede the purchase. This also creates a good impression and makes the customer feel comfortable to talk. one of the main skills used are good listening skills because when a seller asks the customer how can they help you, you need to be patient and listen to the customer carefully as if you don't it can create problems, they may go up to your'e competitors and this will waste both of yours time it also doesn't give a good impression on the company. 

An example would be, if a customers want to buy a Smart phone and they tell you what type or kind of phone they would want, then you should be able to tell them what type of phones you have available and the offers you have and what type of features does the product have, and the explain the one the customer is looking for.

Another main point is that you must have good speaking skills so the customers are able to understand you and so the customers knows that your are professional and qualified in your job role. You need to use persuasive words and talking skills to attract the customers interest in to the product. whilst you are in the process you must have a good and positive attitude towards the customers even if you don't like any of the products yourself, cause you aim is to gain as many sales as you can.

Further on-wards you must reply back to the customer to show them you are listening to them, and ask any type of questions related to the situation if you want this helps build a good relationship with customers and tell them that you are interested in helping them which gives them the ability to be comfortable in talking

Here I will explain the skills used in

Personal sales:

• communicating with all customers
• meeting up to all the customers needs and wants
• representing the products with the information 
• face to face interaction 
• attracting the customer towards the product by persuasive language 

Processes used to make sales:

• make and close sales
• sales services which include delivery, customer warranty, customer care (knowing what they want and helping them out at all times), following up to other competitors, feedback, and improvement.
• handling complainants that the customers may make
• up selling 
• recorded data (payments, and customer warranties etc)