Ilm Level 5 Management

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ILM Level 5 Diploma in Management
Improvement Report (M5.01, M5.02, M5.03)

Joanne Waylett

Contents Terms of Reference …………………………………………………............................... Page 3 Introduction …………………………………………………………………………………. Page 4 Research Methodology ………………………………………………………………………………. Page 5 Improvement Action Plan …………………………………………………………………………… Page 5 Schedule of Actions …………………………………………………………………………………. Page 7 Recommendations ……………………………………………………………………………………… Page 9 Results ………………..…………………………………………………………………………………… Page 9 Findings …………………………………………………………………………………………………….. Page 10 Financial Analysis ………………………………………………………………………………………… Page 11 Cost Benefit Analysis…………………………………………………………………………………… Page 11 Conclusions…………………………………………………………………………………………………. Page12 Bibliography…………………………………………………………………………………………………. Page 13 Glossary of Terms ………………………………………………………………………………………… Page 13

Terms Of Reference

Thomas Masters is a multi-site removals and storage organization, based in Yorkshire and the Humber.A meeting has taken place between Human Recourses and senior management, to evaluate innovative ways of improving the business and increasing profitability. The new improvement strategy is to branch manager, customer service and human resources; the first stages of the strategy are due to start taking place in March 2012.

Introduction
My current employment is as a HR and training manager for a multi-site removals and storage company. The organisation is based across 11 sites based in Yorkshire and the Humber; the senior management are currently developing a strategy to expand to 15 sites in the next year. At the moment the housing market is economically stagnant and the majority of the current revenue is raised from removals contracts for a number of local authorities across the north of England.                                                  The tendering process to secure each council contract is very competitive, it is there for fundamental we provide a high level of customer serve throughout. We employ tending managers who negotiate with local authorities to secure as many contracts as possible. The branch managers in the organisation are the first point of contact for customer service issues, as training manager it is my duty to ensure all the branch managers receive customer service training on a regular basis. The removals assistants we employ interact with customers face to face so it is essential that they also provide high quality customer service. Customer service is a key part of the organisational mission statement, and senior management relay this on a regular basis. In team briefings and communication all employees are regularly reminded that providing customer service is essential to ensure organisational success which will also ensure all staff remain in long term secure employment . Currently outsourcing in used when recruiting employees, this method of recruitment is proving problematic and costly to the organisation. Outsourcing parts of human resources can be effective, Alliance Boots and Proctor and Gamble outsource payroll and pensions administration to external providers and are reporting success as it allows human resources to concentrate on strategic issues .Recruitment is a fundamental part of overall strategic success and it is likely by keeping recruitment activity’s in house the...
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