BSBMGT605: Leadership Across The Organisation, Donation & Search Engine Team With Call Centre Business Case Study - Management Assignment Help

Assignment Task

Questions: 
1.Explain the following organizational standards and values and explain how you would use them in standard business practices:
• Vision
• Mission 
• Policies and procedures
• Codes of conduct 
• Culture 
2.Why is it important to understand organizational goals and values when performing in a leadership role? 
3.Why is it important for a 'manager to understand the roles and responsibilities of all staff within an organization to be able to perform their role effectively? 
4.What can be the result of unclear job roles and lack of appropriate communication and understanding of group and individual expectations in a team environment? How does this affect the performance of job roles? 
5.Identify and explain the impact of legislation in providing leadership across the organization? 
6.Why is it important for a manager to maintain a positive image to all staff at all times? 
7.Give examples of two different types of leadership styles that could influence motivation and team performance. 
8.Why is it important for an organization to embrace a continuous improvement philosophy and how can a manager contribute to this type of approach? 
9.Identify two (2) recent examples of how technology has made a positive impact on an industry that you have worked in or plan on being involved with. 

Case Study Assessment Task 2 
Case Study: As part of this assessment you are required to access the simulated business of Bayside Call Centre. This business is a fictitious company and for the purposes of assessment can assume your Trainer is the CEO to clarify any company information and your role in the business may vary as you complete assessment tasks from each unit. 
You are the Call Centre Manager who is responsible for leading the Call Centre Representatives that are employed to process all inbound calls. 
You are responsible for managing all Call Centre Representatives. As identified in the Business Overview' document. 
The call centre has 2 clients and therefore the call centre staff are divided into two teams:
• Donation Team 
• Search Engine Team 
There has been a set of goals recently developed and that are in place for each of the call centre teams and all staff are aware of their respective team goals. 
The team goals for the Donation Team are as follows: 
• Providing outstanding customer service 
• Answering each inbound call within 3 rings 
• Providing the customer with information regarding the charity if requested 
• Entering the customer's details into the required fields of the database 
• Processing the customer's donation quickly 
• Securing regular and scheduled ongoing customer donations
• Representing the charity in a professional and ethical manner 

The team goals for the Search Engine Team are as follows: 
• Providing outstanding customer service 
• Answering each inbound call within 3 rings.

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