English for Management Recommendation Report

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UNIVERSITI TUNKU ABDUL RAHMAN
FACULTY OF BUSINESS AND FINANCE

ENGLISH FOR MANAGEMENT (UALE 2003)
MAY TRIMESTER 2012

ASSIGNMENT 1: INFORMAL REPORT

TUTORIAL GROUP NO: T15

LECTURER’S NAME :
TUTOR‘S NAME : MS.NUR AIZURI BINTI MD.AZMIN
Item| Student’s Name| ID| Year / Sem.|
1.| CYHEETAL KAUR SANDHU D/O AUTAR SINGH| 1105929| Y1/S1| 2.| LIM LIK KHOON| 1103683| Y1/S1|
3.| MALVEENN PREET KAUR GILL| 1105909| Y1/S1|
4.| TAN YONG KEAT| 1105969| Y1/S1|

*Deadline: Week 8

MEMORANDUM
To: Mr Joshua Liew, General Manager of Marrybrown
From: Ms Cheryl Chua, Human Resource Manager
Date: Jun 12, 2012
Subject: RECOMMENDATION REPORT TO IMPROVE THE EMPLOYEE PRODUCTIVITY

Introduction
At your request, I am here submitting this report detailing my recommendations to improve the employees’ productivity. My recommendations are based on observation and feedback received from our customers. Background

Marrybrown is proudly Malaysian owned and managed. It is founded in 1981 and is known as the largest homegrown fast food chain with a global reach of over 250 outlets. In the 1980s Marrybrown Family Restaurant became the first local fast food chain to franchise its business system in Malaysia. Upon being known as a worldwide brand, Marrybrown has won a numerous awards such as “Most Promising Franchise of the Year”. However, recently we had received a lot of complaints. Therefore, we have investigated the problems. Problems

Due to lack of skills among employees and shortage of employees in the management, our organization has been experiencing a decrease in the level of productivity. In the meantime, fundamental project details change, responses come in late and some never arrive, leaving the management incomplete. As a result, the productivity of the employees is not always as great as it could be. Dull working environment will lead to employees being distracted as well as spiritually discouraged thus making them to lose their work focuses. Besides, work overload can be caused by having too much work to do or being given task to complete without any notice. Work overload can lead to fatigue and stress in management. To investigate the problem, we have observed the employees performance level for the past four months. A survey has been conducted at the same time by distributing survey forms. This allows us to recognize the overall efficiency of our employees from the viewpoint of our customers. We have also observed the relationship between our customers and employees. Findings

Lack of skills among employees
We are facing problems in the shortage of skilled employees for kitchen staff as well as the receptionist. While the number of customers is rapidly increasing, the orders were not efficiently taken consequently wasting customer’s time by delaying their food. According to the feedback received from our guests, they were not satisfied with the quality of the food and the way they were treated. For instance, when the food was served, the food had become cold. This will cause the guests’ to lose their appetite. There were also complaints concerning food was not appetizing and tasteless. Even worst, some guests had trouble communicating with our staff as they had to repeat their order. All these problems happened because our employees are lacking in workplace etiquette, conflict resolution and teamwork. Shortage of employees

As the number of customers is increasing in our franchise, we could not please everyone due to the lacking of employees in the organization. This staff shortage is affecting our daily activities such as taking orders from the customers, delivering food to them and maintaining cleanliness. Customers tend to face difficulty in finding a vacant place to dine-in as some of the tables are not cleaned up after they have eaten. This makes them feel irritated and tend to choose another place rather than Marrybrown. Dull working...
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