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Writing a report


In this part of the test, you are required to write a report about the following scenario:
 

Scenario

You have just been hired as a consultant to evaluate and improve employee satisfaction and effectiveness in a large executive office services franchise in, Brisbane, Australia. The chain offers services to small companies and global companies that need an; address, meeting rooms, telephone answering and mail services, computer access and secretarial services in cities where they do not have an actual office facility. The franchise has operations in 15 countries totaling 150 locations in total. Although the group as a whole is profitable, the 10 locations in Australia are operating at a loss.
 

When you arrive and complete your initial assessment you find that: employee turn over is high and current employees feel disconnected from each other and the customers. Due to high turn over employees are not always trained adequately, yet the sales staff is expected to meet quotas and office service employees are not trained in customer service and rely only on their technical abilities to get them through the work day. Customer satisfaction is low; employee morale is bad and is becoming worse as the staff teams fell more inadequate every day as they continually fail to me expectations of management and customers. You are expected to report your finding and offer a basic plan that can be easily implemented to improve the performance of the offices in Australia.



Required

Write a report to the board of directors of the company that explains and supports your assessment of the current situation and your suggested plan and how it should be implemented to improve customer and employee satisfaction explaining how these improvements will also improve financial outcomes.
(Allow 30 minutes for your answer to this part of the test )

 

 
Notes to help with your answer
The following notes may be useful for giving you some ideas about what to include in your report.
You are not expected to use all of these ideas. If you prefer, you may ignore these suggestions and use other ideas of your own.

Your report may include any of the following ideas:

a. Your objective or target for achievement
b. Reasons why customer and employee satisfaction is low.
c. Measures that you would implement to increase performance and satisfaction for employees and customers

-  Prepare a formal plan of action
-  Redesign training and create realistic job expectations
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Delegate responsibilities for operations
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Make sure that customers receive an excellent service
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Develop a good team spirit amongst the office service staff and the sales staff
Monitor the performance of the individual locations: receive regular reports from the branch managers
Establish a corporate incentive plan to increase sales: for example, global companies purchasing services in 10 of your locations worldwide would receive special privileges or preferred pricing, ect.
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Decide whether major spending is needed to improve the facilities at the older locations.
-  Possibly, move all outlets into mall locations or airport locations.

(Allow 30 minutes for your answer to this part of the test)