<br />
<h3><span style="font-weight: 400;">Assessment 1</span></h3>
<br />
<p><span style="font-weight: 400;"><strong>Question 1:</strong> </span><span style="font-weight: 400;"><em><strong>What do the following mean?</strong></em><br /></span></p>
<p><span style="font-weight: 400;"> Manager: a person who is responsible for a part of a business is known as a manager. Supervising and managing a group of people may be included. </span></p>
<p><span style="font-weight: 400;">Leader: someone who can manage things is a leader.</span></p>
<p><span style="font-weight: 400;">Delegation: Delegation is shifting of authority and responsibility </span></p>
<p><span style="font-weight: 400;">Motivation: Motivation refers to readiness to pursue some goal </span></p>
<br />
<p><span style="font-weight: 400;"><strong>QUESTION 2:</strong> </span><em><strong>Describe the following leadership styles (20 - 40 words each)</strong></em></p>
<p><strong>Authoritarian (autocratic):</strong><span style="font-weight: 400;"> Autocratic leadership, is also considered as the authoritarian leadership, is a leadership style characterized by individual control over all decisions and little input from group members. The leaders which follows this leadership style usually make choices which are based on the ideas and the judgements and they rarely accept the advice from the followers.</span></p>
<p><strong>Delegative (free reign):</strong><span style="font-weight: 400;"> Delegative or the Free-rein leadership, which is also called Laissez-Faire, is a type of leadership style in which leaders are hands-off and allow group members to make the decisions. In this leadership style usually manager set objectives for the employees and also set them free to achieve these objectives in the way which they want to follow.</span></p>
<p><strong>Participative (democratic):</strong><span style="font-weight: 400;"> Democratic leadership, also known as participative leadership or shared leadership, is a type of leadership style in which members of the group take a more participative role in the decision-making process.</span></p>
<br />
<p><strong>QUESTION 3: <em>Describe Abraham Maslow’s theory on motivation. (30 - 50 words )</em></strong></p>
<p><span style="font-weight: 400;">Maslow’s hierarchy theory is the theory of needs of the psychology which explains about the motivation of the humans which is based to pursue the different levels of the needs of the human. This theory also explains that how humans are being motivated in order to fulfill their needs in a proper order. The order begins by fulfilling the most basic need of the human and will surely pursue to full the advanced needs. According to this theory the major goal of it is to achieve the fifth level of the hierarchy which is known as self-actualization.</span></p>
<br />
<p><strong>QUESTION 4: </strong><em><strong>Describe Adam's equity theory? (30-  50 words )</strong></em></p>
<p><span style="font-weight: 400;">The Adams Equity Theory shows why salary and benefits alone does not determine the motivation of the employee. It explains why a promotion rarely has the desired effect.<br /><br /></span></p>
<p><strong>QUESTION 5: <em>List 6 different characteristics of an effective team.</em></strong></p>
<ol>
<li><span style="font-weight: 400;"> A Common Goal: there is common goal of effective teams. They have the shared objective that each team member is working on.</span></li>
<li><span style="font-weight: 400;"> Open Communication: good communication is the foundation of effective. </span></li>
<li><span style="font-weight: 400;"> Team Roles: Establishment of defined team roles, with respect for each role’s part in achieving the common goal, is an essential part of effective teamwork. </span></li>
<li><span style="font-weight: 400;"> Time Management: Effective teams use time effectively.</span></li>
<li><span style="font-weight: 400;"> Practical Problem Solving: to achieve the goals there are many problems. The team identify these problems and solve them</span></li>
<li><span style="font-weight: 400;"> Bonding: an effective team is the one that is happy. Each and every team member must trust each and every one.</span></li>
</ol>
<br />
<p><strong>QUESTION 6: <em>Discuss the four stages of team building? (40 - 60 words )</em></strong></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><strong>Forming </strong></li>
</ul>
<p><span style="font-weight: 400;">Here co-workers get to know each other and the trust is built.</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><strong>Storming</strong></li>
</ul>
<p><span style="font-weight: 400;">In this step, team address how they work effectively as a team.</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><strong>Norming</strong></li>
</ul>
<p><span style="font-weight: 400;">Team members will appreciate each other’s strength. This step involves the agreement that how work can be divided.</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><strong>Performing</strong></li>
</ul>
<p><span style="font-weight: 400;">In this step the team works on a project itself. It requires the team to be helping and encouraging.<br /><br /></span></p>
<p><strong>QUESTION 7: <em>What is delegation? Explain the principles of delegation? ( 40 - 70 words )</em></strong></p>
<p><span style="font-weight: 400;">Delegation is defined as the shifting of responsibility for a task or decisions from one person to another. </span></p>
<p><span style="font-weight: 400;">The following are the principles of delegation: </span></p>
<ol>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Principle of Functional Definition</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Principle of Unity of Command</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Principle of Delegation by Results Expected</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Principle of Absoluteness of Responsibility</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Principle of Parity of Authority and Responsibility</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Authority Level Principle</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">The Scalar Principle</span></li>
</ol>
<br />
<p><strong>QUESTION 8: <em>Read the case study bellow and answer the question to follow:</em></strong></p>
<p><span style="font-weight: 400;">Sparks would fly every time there was a meeting of executive housekeepers from the different hotels, particularly between Frieda and Consuela. Frieda was a legend. She had been with the company for 12 years and had worked her way up the housekeeping hierarchy to become a domineering, no-nonsense manager. She told the others that her style was not negotiable. She was working with a group of low-level, low-skilled employees from a wide range of cultural backgrounds who had no career aspirations. She accepted that staff turnover would always be high in the housekeeping department and insisted that this should be taken into account when dealing with staff. She said that she needed to be tough and task orientated – she and her staff were there to get the job done and not to socialise. They all had families to go home to. Consuela, on the other hand, was an ex-school teacher and a people-focused person. She and Frieda had major discussions about ‘team building’ and providing support for staff self- development. Frieda always told Consuela she was wasting her time. Housekeeping was too busy, with too much pressure, to suit anything but an autocratic (authoritarian) style.</span></p>
<br />
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">List and describe all the styles of leadership outlined in the above case study (20 - 50 words )</span></li>
</ul>
<br />
<p><span style="font-weight: 400;">Frieda exhibits authoritarian style of leadership.</span></p>
<p><span style="font-weight: 400;">Autocratic leadership, is also considered as the authoritarian leadership, is a leadership style characterized by individual control over all decisions and little input from group members. The leaders which follows this leadership style usually make choices which are based on the ideas and the judgements and they rarely accept the advice from the followers.</span></p>
<p><span style="font-weight: 400;">Frieda’s style was not negotiable. She does this because of low staff turnover and lack of skilled staff.</span></p>
<p><span style="font-weight: 400;">Consuela exhibits democratic and participative leadership style.</span></p>
<p><span style="font-weight: 400;">Democratic leadership, also known as participative leadership or shared leadership, is a type of leadership style in which members of the group take a more participative role in the decision-making process.</span></p>
<p><span style="font-weight: 400;">Consuela demonstrates this behavior by encouraging team members to participate in decision-making process.</span></p>
<br />
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">Whose approach do you favour, Frieda’s or Consuela’s? Please explain your answer using the concepts you learnt about leadership styles. (20 - 50 words )</span></li>
</ul>
<br />
<p><span style="font-weight: 400;">Authoritarian and democratic and participative leadership, both style of leadership are a good. Authoritarian style of leadership is helpful where the manager is skilled more than the staff members.  </span></p>
<p><span style="font-weight: 400;">On the other hand, democratic and participative leadership style is applicable where the work load is more. </span></p>
<ol style="list-style-type: lower-alpha;">
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">Given that most tourism and hospitality operations have certain periods in which work pressures are extremely high, how do you think that this should be taken into account by supervisors when thinking about their leadership style? ( 20 - 50 words )</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Leaders are born, they are not made – leaders are made genetically and are expected to be a leader in their lives. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Leaders have a style that make them what they are – people have skills and qualities which they have obtained and is improving continuously </span></li>
</ol>
<br />
<p><strong>QUESTION 9: <em>Detail 3 different ways of how you can recognize or reward a team member? Explain the benefits of each method you detail. (40 – 60 words)</em></strong></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><strong>Thank Workers for Their Efforts: </strong><span style="font-weight: 400;">It is a great way for recognizing the team members, and something that is truly wallet-friendly. Everyone wants to feel like their managers have noticed they’ve been working hard and are achieving great results, so thanking workers for doing a great job. </span></li>
<li style="font-weight: 400;" aria-level="1"><strong>Give Employees Awards, Perks, and Gifts:</strong><span style="font-weight: 400;"> People can be presented with a special certificate, plaque, trophy or another type of award in front of their peers.</span></li>
<li style="font-weight: 400;" aria-level="1"><strong>Provide opportunities: </strong><span style="font-weight: 400;">Employees who do well should be given opportunity for expanding their responsibilities </span></li>
</ul>
<br />
<p><strong>QUESTION 10: <em>List 5 benefits that flow from effective teamwork within a team.</em></strong></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Creativity and Learning. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Complementary Strengths is blended</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Trust is built. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Conflict Resolution Skills. Is taught.  </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">A Sense of Ownership is promoted</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Healthy Risk-Taking is encouraged</span></li>
</ul>
<br />
<p><strong>QUESTION 11: <em>Describe 3 points you can follow when organizing your team to be successful. (30 – 50 words)</em></strong></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">From day one establish expectations.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Respect the team members as individuals. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Engender connections within the team. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Practice emotional intelligence. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Motivate with positivity</span></li>
</ul>
<br />
<p><strong>QUESTION 12: <em>What are the main benefits of organizational planning when it comes to your team? (30 - 50 words)</em></strong></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Gives a sense of direction to an organization.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Focus attention on objectives and results. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Establishes a basis for teamwork. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Helps to anticipate the problems and cope up with the change. </span></li>
</ul>
<br />
<p><strong>QUESTION 13: <em>What consultation should you involve when planning for your team? (30 - 50 words)</em></strong></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Owners / Directors - to make sure that goals and directions meet with the organizational strategic direction. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Team members – make sure what is planned with their expectation. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Clients – get to know what does the client wants </span></li>
</ul>
<br />
<p><strong>QUESTION 14: <em>Read the case study bellow and answer the question to follow:</em></strong></p>
<p><span style="font-weight: 400;">Training is effort initiated by an organization to foster learning among its workers, and development is effort that is oriented more towards broadening an individual’s skills for the future responsibility. (George &amp; Scott, 2012). Training and development are a continuous effort designed to improve employees’ competence and organize performance as a goal to improve on the employees’ capacity and performance.</span></p>
<p><span style="font-weight: 400;">To run an organization, be it big or small, requires staffing the organization with efficient personnel. Specific job skills, ability, knowledge and competence needed in the workplace are not efficiently taught in the formal education. As such, most employees need extensive training to ensure the necessary skills, knowledge, ability, and competence to bring out substantive contribution towards the company’s growth. For employees to be flexible and effective in their Job, they need to acquire and develop knowledge and skill, and for them to believe that they are valued by the organization they work for, then they need to see valuable signs of management commitments to their training needs. Some of the more common means of staff development include:</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">change in job responsibilities</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">external training and professional development</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">formal promotion</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">internal training and professional development</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">opportunity for greater autonomy or responsibility</span></li>
</ul>
<br />
<p><span style="font-weight: 400;">List the pros and cons of each of the common means listed above</span></p>
<table class="table table-bordered">
<tbody>
<tr>
<td>
<p><span style="font-weight: 400;">MEANS OF DEVELOPMENT</span></p>
</td>
<td>
<p><span style="font-weight: 400;">PROS</span></p>
</td>
<td>
<p><span style="font-weight: 400;">CONS</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">change in job responsibilities</span></p>
</td>
<td>
<p><span style="font-weight: 400;">There are better chances for the promotion.</span></p>
</td>
<td>
<p><span style="font-weight: 400;">It can be stressful</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">external training and professional development</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Hire an outside training provider that allows the organization to focus on their competencies. </span></p>
</td>
<td>
<p><span style="font-weight: 400;">External training is more expensive than internal training</span></p>
</td>
</tr>
<tr>
<td><br />
<p><span style="font-weight: 400;">formal promotion</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Helps in creating communication opportunity</span></p>
</td>
<td>
<p><span style="font-weight: 400;">More load of work</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">internal training and professional</span></p>
<p><span style="font-weight: 400;">development</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Job satisfaction is Increased and employee engagement</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Requires time away from work</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">opportunity for greater autonomy or responsibility</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Greater happiness and engagement</span></p>
</td>
<td>
<p><span style="font-weight: 400;">It takes more time to make important decisions</span></p>
</td>
</tr>
</tbody>
</table>
<br /><br />
<p><strong>QUESTION 15: <em>Managers and supervisors make decisions on a daily basis, addressing everything from day-to- day operational issues to long-range strategic planning.</em></strong></p>
<p><span style="font-weight: 400;">List and briefly describe what steps you would follow in making a business related decision. (4 </span><span style="font-weight: 400;">– 5 steps)</span></p>
<span style="font-weight: 400;">1. Identify the decision</span>
<p><span style="font-weight: 400;">Identify the problem first which is needed to be solved for making decision. Define the decision clearly. </span></p>
<span style="font-weight: 400;">2. Gather relevant information</span>
<p><span style="font-weight: 400;">After the decision is identified, gather all the information that is relevant to the choice. </span></p>
<span style="font-weight: 400;">3. Identify the alternatives</span>
<p><span style="font-weight: 400;">Identify the solution of the problem after there is relevant information available. </span></p>
<span style="font-weight: 400;">4. Weigh the evidence</span>
<p><span style="font-weight: 400;">Identify the multiple alternatives, weigh the evidence. </span></p>
<span style="font-weight: 400;">5. Choose among alternatives</span>
<p><span style="font-weight: 400;">In this, choose among the different alternatives and make a decision. </span></p>
<span style="font-weight: 400;">6. Take action</span>
<p><span style="font-weight: 400;">Act on the decision which is taken. Make a plan to make the decision achievable.  </span></p>
<span style="font-weight: 400;">7. Review your decision</span>
<p><span style="font-weight: 400;">After the decision is taken, review the decision. <br /><br /></span><span style="font-weight: 400;"><br /></span></p>
<h3><span style="font-weight: 400;">Assessment 2</span></h3>
<br />
<h3><strong>PART 1.</strong></h3>
<p><span style="font-weight: 400;">Read the provided information in the case study based on The International Hotel Group – </span><strong>See Appendix 1 </strong><span style="font-weight: 400;">and complete the tasks below. Use the forms and templates provided to complete your tasks.</span></p>
<h3><span style="font-weight: 400;">Task 1</span></h3>
<p><span style="font-weight: 400;">Use the case study based on The International Hotel Group ( </span><strong>See Appendix 1) to </strong><span style="font-weight: 400;">Write a report (400 - 500 words), addressed to </span><em><span style="font-weight: 400;">Bachar Naja, the CEO of The International Hotel Group” </span></em><span style="font-weight: 400;">evaluating the performance of the Customer Service Department.</span></p>
<p><span style="font-weight: 400;">The report should contain the following structure / content:</span></p>
<ol style="list-style-type: lower-roman;">
<li aria-level="3">Introduction</li>
<li aria-level="3">Findings of the performance evaluation</li>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="4"><span style="font-weight: 400;">Areas that are not performing well</span></li>
<li style="font-weight: 400;" aria-level="4"><span style="font-weight: 400;">Suggest reasons for the poor performance in these area</span></li>
</ul>
<li aria-level="3">Recommended strategies for improving performance</li>
</ol>
<p><span style="font-weight: 400;">List of recommendations, including:</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="4"><span style="font-weight: 400;">Seek feedback from teams and individuals</span></li>
<li style="font-weight: 400;" aria-level="4"><span style="font-weight: 400;">Communicating the short as well as long term goals are</span></li>
<li style="font-weight: 400;" aria-level="4"><span style="font-weight: 400;">Delegating and assigning or the work and tasks to team members</span></li>
<li style="font-weight: 400;" aria-level="4"><span style="font-weight: 400;">How to provide feedback</span></li>
<li style="font-weight: 400;" aria-level="4"><span style="font-weight: 400;">How to motivate staff through recognition and rewards</span></li>
</ul>
<br /><br />
<p><span style="font-weight: 400;">Date: 15</span><span style="font-weight: 400;">th</span><span style="font-weight: 400;"> October, 2021 </span></p>
<p><span style="font-weight: 400;">To</span></p>
<p><span style="font-weight: 400;">CEO, International Hotel Group</span></p>
<p><span style="font-weight: 400;">Subject: Report on evaluation of performance of the Customer Service Department</span></p>
<br />
<p><strong>Introduction:</strong></p>
<p><span style="font-weight: 400;">The main aim of this report is to analysis, record and evaluate the performance of customer service department of International Hotel Group.</span></p>
<p><span style="font-weight: 400;">Customer service is the act that supports and advocate for customers in discovery and troubleshooting of the product or the service. It is the process that will support the team making will happen. To foster lasting customer relationship is the goal of customer service.</span></p>
<br />
<p><strong>The Performance Evaluation's Findings</strong></p>
<p><span style="font-weight: 400;">Given below are some of the areas of customer service that re not performing well</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Customer service: customer shows their dissatisfaction. Customers showcased their dissatisfaction with the method customer service department answers and handles calls. In has been observed that in May 2017, 78% people calling in the customer service department were satisfied with the service. However, in May 2018, this number decreased by 22% and number of satisfied customers declined and reached up to 56%. The industry benchmark established for this is 73% satisfaction level.</span></li>
</ul>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Call Speed: Customers also showcased their dissatisfaction with the speed of call handling process. There has been observed a dramatic decline in the area from May 2017 to may 2018. In May 2017, 64% customers were satisfied with the call speed, however, in May 2018, this percentile dramatically declined and reached to only 22% satisfaction level of customers. This indicates subject of poor performance and needs high attention. According to industry benchmark it should be up to 59%.</span></li>
</ul>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Client Enquiries: Customer enquiries are also not being handled properly. Customer service department has disappointed customers in this area. The percentage of satisfied customer in this area decreased by 14%. The industry benchmark for this is 82%. However, it is observed to be only 70%.</span></li>
</ul>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Customer Call Rating: Customer call rating has also reduced by a large percentage. In May 2017, level of satisfied customers was 71%, where as in May 2018, it remained merely 34%, which is a huge decline in level of satisfaction of customers. </span></li>
</ul>
<br />
<p><strong>Seeking feedback from teams and individuals</strong></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Regularly review the performance of the employees  performance review</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Team meeting should be arranged.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Suggestion box.</span></li>
</ul>
<p><strong>Communicating what the short as well as long term goals are</strong></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Define the goal. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Communicate the goal clearly and openly. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Predict possible challenges ahead. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Inform all parties involved. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Adjust the message. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Ensure understanding.</span></li>
</ul>
<p><strong>Delegating and assigning or reassigning work and tasks to team members</strong></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Right person should be chosen.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Right instruction should be provided. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Resources and training should be provided. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Provide feedback </span></li>
</ul>
<p><strong>How you intend to motivating staff through recognition and rewards</strong></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">It should be personal. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Opportunities should be provided  </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Recognize </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Financial incentives. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Holiday rewards and bonuses should be given. </span></li>
</ul>
<p><strong>Report Presented by:</strong></p>
<p><span style="font-weight: 400;">Customer Service Manager,</span></p>
<p><span style="font-weight: 400;">The International Hotel Group</span></p>
<h5><span style="font-weight: 400;"> YOU ARE REQUIRED TO SUBMIT</span></h5>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="4"><span style="font-weight: 400;">A report (400 - 500 words), addressed to Bachar Naja, the CEO of The International Hotel Group” evaluating the performance of the Customer Service Department.</span></li>
</ul>
<br />
<h3><strong>PART 2.</strong></h3>
<p><em><span style="font-weight: 400;">The CEO of “The International Hotel Group”</span></em><span style="font-weight: 400;">, received the report that you prepared in </span><strong>Part 1 </strong><span style="font-weight: 400;">above. After reviewing it, he calls you to discuss your findings.</span></p>
<p><span style="font-weight: 400;">The CEO realises the importance of your findings and the impact that this phenomenon is having on the organisation. So he requests that you prepare and deliver an information session/meeting with the customer service staff members to implement your recommendations.</span></p>
<p><span style="font-weight: 400;">For this part of the task, you are required to provide notice to all Customer Service Department staff members of the upcoming information session / meeting as requested by your CEO. Your notice to the staff members can be by way of an e-mail or any other appropriate communication method you may choose.</span></p>
<p><span style="font-weight: 400;">The notice must include:</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">An agenda detailing:</span></li>
</ul>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">the information session objectives</span></li>
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">the information session proceedings.</span></li>
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">Information session date, time, and venue</span></li>
</ul>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Seeking feedback from the customer service team members:</span></li>
</ul>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">based on what you have decided to implement and as you outlined in the information session proceedings / agenda</span></li>
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">In line with the International Hotel Group Policies and Procedures.</span></li>
</ul>
<br />
<p><span style="font-weight: 400;">You may use the agenda template provided - </span><strong>See Appendix 9.</strong></p>
<br />
<p><strong>EMAIL:</strong></p>
<p><strong>To: </strong><span style="font-weight: 400;">Customer Service Staff</span></p>
<p><strong>From: </strong><span style="font-weight: 400;">Customer Service Manager</span></p>
<p><strong>Subject: </strong><span style="font-weight: 400;">Regarding the session agenda</span></p>
<p><span style="font-weight: 400;">Notice:</span></p>
<p><span style="font-weight: 400;">This mail is to notify that the information session is organized regarding the evaluation of the performance of customer service department.</span></p>
<p><span style="font-weight: 400;">Here are all the details of session:</span></p>
<p><span style="font-weight: 400;">Session Agenda:</span></p>
<p><strong>Proceeding of the information session:</strong></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Discuss the several strategies for the improvement of performance</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Discussing the short and long term goals.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Discuss the strategies for recognizing the performance of the employee.  </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Discuss the feedback</span></li>
</ul>
<p><strong>Information Session Details:</strong></p>
<p><span style="font-weight: 400;">Date: 17</span><span style="font-weight: 400;">th</span><span style="font-weight: 400;"> October, 2021</span></p>
<p><span style="font-weight: 400;">Time: 10 AM</span></p>
<p><span style="font-weight: 400;">Location: Meeting Room</span></p>
<p><span style="font-weight: 400;">Regards,</span></p>
<p><span style="font-weight: 400;">Customer Service Manager</span></p>
<p><span style="font-weight: 400;">The International Hotel Group</span></p>
<br />
<p><strong>Meeting Agenda</strong></p>
<table class="table table-bordered">
<tbody>
<tr>
<td>
<p><span style="font-weight: 400;">Date</span></p>
</td>
<td>
<p><span style="font-weight: 400;">30-09-2021</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Time</span></p>
</td>
<td>
<p><span style="font-weight: 400;">10:00 am</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">Location</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Conference hall</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Meeting Type</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Information session</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">Meeting Called By</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Vishwas (Customer Service Manager)</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Timekeeper.</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Mr. ABC</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">Meeting Purpose</span></p>
</td>
<td colspan="3">
<p><span style="font-weight: 400;">To inform about the performance customer service department</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">Scribe</span></p>
</td>
<td colspan="3">
<p><span style="font-weight: 400;">Ms. MNO</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">Attendees</span></p>
</td>
<td colspan="3">
<p><span style="font-weight: 400;">HR manager, All staff of Customer Service Department</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">Other Present</span></p>
</td>
<td colspan="3">
<p><span style="font-weight: 400;">CEO</span></p>
</td>
</tr>
</tbody>
</table>
<br /><br />
<table class="table table-bordered">
<tbody>
<tr>
<td>
<p><strong>Time</strong></p>
</td>
<td>
<p><strong>Agenda Item</strong></p>
</td>
<td>
<p><strong>By</strong></p>
</td>
</tr>
<tr>
<td>
<p><strong>10:00 to 10:15 am</strong></p>
<p><strong>10:15 to 10:30 am</strong></p>
<p><strong>10:30 to 11:00 am</strong></p>
<br />
<p><strong>11:00 to 01:30 pm</strong></p>
<br />
<p><strong>1:30 to 2:30 pm </strong></p>
<p><strong>2:30 to 3:00 pm</strong></p>
<p><strong>3:00 to 3:15 pm</strong></p>
</td>
<td>
<p><span style="font-weight: 400;">Attendance</span></p>
<p><span style="font-weight: 400;">Reading the agenda</span></p>
<p><span style="font-weight: 400;">Informing the outcome of performance evaluation</span></p>
<p><span style="font-weight: 400;">Discussing several strategies for the improvement of performance</span></p>
<p><span style="font-weight: 400;">Lunch</span></p>
<p><span style="font-weight: 400;">Feedback, taking suggestions</span></p>
<p><span style="font-weight: 400;">Concluding the session</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Mr. ABC</span></p>
<p><span style="font-weight: 400;">Mr. MNO</span></p>
<p><span style="font-weight: 400;">Mr. Vishwas </span></p>
<br />
<p><span style="font-weight: 400;">Mr. Vishwas </span></p>
<br /><br />
<p><span style="font-weight: 400;">Mr. ABC</span></p>
<p><span style="font-weight: 400;">Mr. MNO</span></p>
<br /><br /></td>
</tr>
</tbody>
</table>
<br />
<p><span style="font-weight: 400;">By</span></p>
<p><span style="font-weight: 400;">Customer Service Manager</span></p>
<p><span style="font-weight: 400;">The International Hotel Group</span></p>
<h5><span style="font-weight: 400;"> YOU ARE REQUIRED TO SUBMIT</span></h5>
<p><span style="font-weight: 400;">Evidence of planning and organising an information session / meeting to:</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">inform the customer service employees of the current situation with their performance</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Inform the customer service employees of the decisions you have taken to improve customer service</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Seek and respond to feedback from the customer service employees.</span></li>
</ul>
<p><span style="font-weight: 400;">Such evidence could be:</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">A session plan</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">PowerPoint presentation for the meeting</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Handouts</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Information session / meeting agenda</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Draft email to give notice of the upcoming information session / meeting</span></li>
</ul>
<br />
<h3><strong>PART 3 – ROLE PLAY.</strong></h3>
<h5><strong>Undertake a role play</strong></h5>
<p><span style="font-weight: 400;">You are to participate in a role-play where you are the manager of the Customer Service Department at “The International Hotel Group” with your trainer/assessor and fellow class mates being your customer service team members.</span></p>
<p><span style="font-weight: 400;">You have analysed customer feedback data and produced a report to the CEO identifying the areas of poor performance and made some recommendations for improvement. Your CEO has approved your recommendations and has asked you to meet with the Customer Service team to implement your recommendations.</span></p>
<p><span style="font-weight: 400;">Demonstrate your ability to:</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Plan and Organise</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Provide the relevant information to the team</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Seek and respond to feedback from team members</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Delegate work and tasks</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Encourage effective communication</span></li>
</ul>
<br />
<h5><strong>Instructions for the role play:</strong></h5>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Play the role of the custo0mer service department </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Trainer will play the role of the customer service team member</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Fellow mates will the role of customer service team member</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">You have 15 minutes to complete this activity</span></li>
</ul>
<br />
<h5><strong>Participate in the role play with your assessor and class mates</strong></h5>
<p><span style="font-weight: 400;">The list below provides you with guidance as to the proceedings of the information session / meeting:</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">You are to brief the team on findings ( as reported in Assessment Task 1)</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">You are to give your reasons for the poor performance</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">You are delegate work and tasks</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">You are to provide reasons for your decisions</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">You are to encourage team communication and feedback</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">You are to motivate your team</span></li>
</ul>
<p><span style="font-weight: 400;">Your trainer/assessor will document this activity and will use the list below as the criteria to assess you. They want to see that you are able to:</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Act as a positive role model</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Interact with team members on a positive and professional level</span></li>
</ul>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Communicate short and long term goals</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Communicate expectations</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Delegate responsibilities</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Encourage innovative approaches</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Identify and reward good efforts</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Encourage open and supportive communication</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Share information about the organisation</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Motivate teams and individuals</span></li>
</ul>
<br />
<p><span style="font-weight: 400;">You will need to be prepared to answer questions from the audience. These questions will be to clarify a point you have made, or request further information.</span></p>
<p><span style="font-weight: 400;">You will be assessed on your ability to:</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Research and plan an information session / meeting appropriate to your purpose and intended audience.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Present your information using effective oral communication skills</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Respond to feedback and request for information from your audience</span></li>
</ul>
<br />
<h5><strong>Presentation tips:</strong></h5>
<p><span style="font-weight: 400;">In preparing and presenting your presentation you should consider:</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Structure – introduction, body and conclusion</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Effective use of notes, e.g. not reading or looking down constantly</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Language features such as:</span></li>
</ul>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">Formal and informal language</span></li>
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">Linking words and phrases: first, second, next, then, and finally</span></li>
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">Appropriate expressions to introduce opinions, facts, suggestions, ideas, alternatives</span></li>
</ul>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Supporting documentation – evidence of research into the topic, presentation of research items e.g. quotes, statistics</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Visual supports, e.g. graphs, diagrams, audio visual recordings</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Effective use of body language such as eye contact, posture</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Effective use of voice – pronunciation, stress and intonation, volume and speed</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Timing</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Handling of questions – ability to interpret and respond, e.g. provide a counter argument.</span><span style="font-weight: 400;"><br /></span></li>
</ul>
<br />
<p><strong>Role Play:</strong></p>
<p><span style="font-weight: 400;">Customer Service Manager: A very good morning to all of you. I appreciate your presence in our team meeting. Today we all have gathered here to discuss issues faced by customer service department and solution regarding that. I made a report for the CEO regarding issues and recommended some suggestions regarding that and CEO proved those recommendations. This session plan is arranged to implement that plan. </span></p>
<p><span style="font-weight: 400;">The problem identified is poor performance if answering customer calls and call speed. This resulted in high percentage of dissatisfied customers. We found that this is because of lack of training. I want suggestion from you that what kind of training is needed?</span></p>
<p><span style="font-weight: 400;">Team member 1: I also feel lack of training. It is important to teach customer handling scheme to new employee as well as to old ones as customer behavior changes time to time.</span></p>
<p><span style="font-weight: 400;">Team member 2: In my opinion there should be monthly training based on the result of employee engagement survey. We need to access employee needs each month and arrange 1-2 days training according to that. </span></p>
<p><span style="font-weight: 400;">Customer Service Manager: I think that a good idea. This will ensure employees are being trained in necessary in required skills time to time.</span></p>
<p><span style="font-weight: 400;">Team member 3: Poor performance is also a result of less staff recognition. They are not appreciated and motivated enough when they perform well at work. This lowers their morale.</span></p>
<p><span style="font-weight: 400;">Customer Service Manager: to solve this issue we are going to implement monthly recognition program where best performer of the month will be awarded. This will give that employee a sense of motivation to work even harder and will also become an inspiration for other employees to work better.</span></p>
<p><span style="font-weight: 400;">Please provide your suggestions how we can achieve short term and long-term goals.</span></p>
<p><span style="font-weight: 400;">Team member: I think to measure achievement of short-term goals we should frequently check customer satisfaction level. This will help us to know whether we have successfully reached our target or not. IF we will be able to achieve short-term target and we will surely be able to achieve long-term targets as well.</span></p>
<p><span style="font-weight: 400;">Customer Service Manager: Thanks for your suggestion we will act upon this. What is your opinion on delegation of tasks?</span></p>
<p><span style="font-weight: 400;">Team member 1: For training purposes, my recommendation would be to employ an external trainer for the training session. HR can be appointed to hire a trainer. It would be great if the session consists of lectures, demonstrations, discussions, and role-play.</span></p>
<p><span style="font-weight: 400;">Team member 2: To improve staff engagement, tasks delegated to supervisor or manager would be to attend internal training and professional development to encourage team building.</span></p>
<p><span style="font-weight: 400;">Customer Service Manager: Thank you for the recommendations. Training tasks will be delegated to an external trainer with a session consists of lectures, demonstrations, discussions and role-play. Tasks to improve staff engagement will be delegated to an internal trainer from our company, it requires manager and supervisor from customer service department to attend in the hope of encouraging team building and professional development</span></p>
<br />
<p><span style="font-weight: 400;">Thank you to all of you for attending this session. Have a nice day!</span></p>
<br />
<p><strong>Presentation has been attached</strong></p>
<br />
<p><strong><em>APPENDIX  1 : CASE STUDY</em></strong></p>
<h5><em><span style="font-weight: 400;">THE INTERNATIONAL HOTEL GROUP</span></em></h5>
<p><strong>Background Information</strong></p>
<p><span style="font-weight: 400;">The International Hotel Group started business with two small boutique style hotels in Melbourne, Australia. The group is owned and financed by a large consortium of international business experts and several large investment companies. It is in a strong financial position for expansion.</span></p>
<p><span style="font-weight: 400;">Over a period of 15 years it has grown to now comprise a chain of 20 hotels across 5 different countries in the Australasian region. This growth was a result of an acquisition of a small hotel chain and establishment of some new properties, mainly in Australia. The group employs cultural specialists and prides itself on its multicultural expertise that assists with its success in welcoming guests from all regions of the World.</span></p>
<p><span style="font-weight: 400;">The Group now employs 1000 staff in full time, part time and casual positions.</span></p>
<p><span style="font-weight: 400;">The Head Office, located in Melbourne, houses the management team for the group.</span></p>
<p><span style="font-weight: 400;">The group is owned and financed by a large consortium of international business people and several large investment companies. It is in a strong financial position for expansion.</span></p>
<p><span style="font-weight: 400;">The vision for the Group is to expand geographically to provide a quality boutique alternative in key locations across the Australasian region, whilst maintaining its reputation for exceptional personalised service.<br /><br /></span></p>
<h5><em><span style="font-weight: 400;">Organisation Structure</span></em></h5>
<p><span style="font-weight: 400;">The Head Office of The International Hotel Group houses the Chief Operating Officer and the Strategic Management Team, the Chief Financial Officer and the Finance Department (finance officers are allocated a number of hotels to service), The Human Resources Manager and Assistant (the system is devolved with HR representatives in each hotel), The Development Team who manage building contracts and maintenance and The Marketing and Sales Team (a team of 15 culturally capable managers and staff), and the frontline management team that form the main liaison team of the company. Marketing and sales staff are constantly travelling to visit the Hotel Groups and may be seconded to a hotel or country for 6 months in the period leading up to acquisition or commissioning of a new hotel.</span></p>
<p><span style="font-weight: 400;">The majority of staff employed by the Hotel Group are located in the hotels. This includes Manager, Deputy Manager, Hotel Coordinator and Administrator/Events manager, Restaurant Manager and all the staff who cook, clean and wait in the hotel.</span><span style="font-weight: 400;"><br /></span></p>
<br />
<h5><em><span style="font-weight: 400;">Key Organizational Goals</span></em></h5>
<p><span style="font-weight: 400;">The key organizational goals for the next five years are to:</span></p>
<ol>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Increase the number of properties over the next 5 years</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Break into new markets </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Expanding into the larger hotel market</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Maintain quality service </span></li>
</ol>
<h5><em><span style="font-weight: 400;">Organizational Values Statements</span></em></h5>
<ol>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">The key to success is team work </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Customer service is what our best is!</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">We are in this together and focused </span><span style="font-weight: 400;"><br /></span></li>
</ol>
<br /><br />
<p><strong><em>  APPENDIX  2: PERFORMANCE MANAGEMENT POLICY AND PROCEDURE</em></strong></p>
<h5><em><span style="font-weight: 400;">Performance Management Policy</span></em></h5>
<p><strong>Policy Statement</strong></p>
<p><span style="font-weight: 400;">Regularly review the performance of the work. Regular informal feedback should be comprised in the review.<br /><br /></span></p>
<h5><em><span style="font-weight: 400;">Policy Objective</span></em></h5>
<p><span style="font-weight: 400;">Conducting regular reviews of work performance will achieve the following results:</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Employees need to understand what is expected from them and how the performance is viewed </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">To manage the poor performance is the opportunity of the supervisors and managers </span></li>
</ul>
<br />
<h5><em><span style="font-weight: 400;">Procedures</span></em></h5>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Employees should be encouraged to discuss their performance of the job </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Feedback of the performance must be clear, supportive and should focus on the development of the employee</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;"> By using the performance management plan, the performance standard should be documented. </span><span style="font-weight: 400;"><br /></span></li>
</ul>
<br /><br />
<p><em><strong>  APPENDIX  3: CODE OF CONDUCT</strong></em></p>
<h5><em><span style="font-weight: 400;">The International Hotel Group Code of Conduct</span></em></h5>
<p><span style="font-weight: 400;">All staff members of the International Hotel Group:</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Shall carry out the instructions that is issued by the Group as long as they are legal.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Act honestly </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Display the integrity, fairness and the ethical conduct.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Avoid the relationship with a contractor or the supplier.</span><span style="font-weight: 400;"><br /></span></li>
</ul>
<br /><br />
<p><em><strong>  APPENDIX 4: FRONT OFFICE SUPERVISOR POSITION DESCRIPTION</strong></em></p>
<h5><em><span style="font-weight: 400;">The International Hotel Group</span></em></h5>
<p><strong>Front Office Supervisor Position Description</strong></p>
<br />
<p><strong>Position Title: </strong><span style="font-weight: 400;">Front office Supervisor</span></p>
<br />
<p><strong>Reports to: </strong><span style="font-weight: 400;">Front Office Manager / Duty Manager</span></p>
<br />
<h5><em><span style="font-weight: 400;">Responsibilities and duties</span></em></h5>
<ol>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Make sure to have the outstanding customer care at all times.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Respond to telephone and in-person inquiry </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Uses suggestive selling techniques </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Supervise daily shift process </span></li>
</ol>
<h5><em><span style="font-weight: 400;">Skills:</span></em></h5>
<p><span style="font-weight: 400;">A positive attitude and excellent communication skills. </span></p>
<h5><em><span style="font-weight: 400;">Education:</span></em></h5>
<p><span style="font-weight: 400;">Degree or Diploma in Hospitality Management or bachelor degree and/or diploma in hotel or other related field.</span></p>
<h5><em><span style="font-weight: 400;">Experience:</span></em></h5>
<p><span style="font-weight: 400;">Minimum experience of 2 to 3 years as Front Office Associate / Front office cashier in a hotel.</span><span style="font-weight: 400;"><br /></span></p>
<br />
<p><em><strong>  APPENDIX  5: OPERATIONAL PLAN</strong></em></p>
<h5><em><span style="font-weight: 400;">Operational Plan</span></em></h5>
<table class="table table-bordered">
<tbody>
<tr>
<td>
<p><strong>Operational Goals</strong></p>
</td>
<td>
<p><strong>KPI</strong></p>
</td>
<td>
<p><strong>Team</strong></p>
</td>
<td>
<p><strong>Priority</strong></p>
</td>
</tr>
<tr>
<td><br />
<p><span style="font-weight: 400;">Develop and implement operational plans</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Develop the plan by end of January</span></p>
<p><span style="font-weight: 400;">Report results at AGM in December</span></p>
</td>
<td><br />
<p><span style="font-weight: 400;">Executive</span></p>
</td>
<td><br />
<p><span style="font-weight: 400;">1</span></p>
</td>
</tr>
<tr>
<td><br />
<p><span style="font-weight: 400;">Standardise financial management processes across the hotels</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Review policies and processes </span></p>
</td>
<td><br /><br />
<p><span style="font-weight: 400;">Finance</span></p>
</td>
<td><br /><br />
<p><span style="font-weight: 400;">4</span></p>
</td>
</tr>
<tr>
<td><br /><br /><br />
<p><span style="font-weight: 400;">Attract and retain high quality experienced staff</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Introduce ‘Best Employee’ reward program </span></p>
</td>
<td><br /><br /><br /><br />
<p><span style="font-weight: 400;">HR</span></p>
</td>
<td><br /><br /><br /><br />
<p><span style="font-weight: 400;">2</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">Maintain existing properties and support</span></p>
<p><span style="font-weight: 400;">expansion goals</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Submit development plan </span></p>
</td>
<td><br />
<p><span style="font-weight: 400;">Development</span></p>
</td>
<td><br />
<p><span style="font-weight: 400;">6</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">Introduce a segmented approach to the marketing to appeal to higher and medium income groups and introduce a customer retention and loyalty</span></p>
<p><span style="font-weight: 400;">program</span></p>
</td>
<td><br /><br />
<p><span style="font-weight: 400;">Submit marketing plan to the Executive Mgmt. by end of March</span></p>
<p><span style="font-weight: 400;">Introduce customer retention and loyalty program by end of June</span></p>
</td>
<td><br /><br /><br />
<p><span style="font-weight: 400;">Marketing and Sales</span></p>
</td>
<td><br /><br /><br />
<p><span style="font-weight: 400;">5</span></p>
</td>
</tr>
<tr>
<td><br /><br /><br />
<p><span style="font-weight: 400;">Maintain a quality service reputation and provide unique hotel experience</span></p>
</td>
<td><br />
<p><span style="font-weight: 400;">Supervisors to submit junior staff performance report to HR Manager by end of August Supervisors to submit at least two innovative ideas relating to customer service to development team by end of June</span></p>
</td>
<td><br /><br /><br /><br />
<p><span style="font-weight: 400;">Frontline</span></p>
</td>
<td><br /><br /><br /><br />
<p><span style="font-weight: 400;">3</span></p>
</td>
</tr>
</tbody>
</table>
<br /><br />
<p><em><strong>  APPENDIX  6: SURVEY RESULTS AND KPI’S</strong></em></p>
<p><span style="font-weight: 400;">Mike Stanforde manages the International Hotel Group Customer Service Department. He is aware that performance of customer service at the hotel located in Sydney is below the expectations of senior management and shareholders.</span></p>
<p><span style="font-weight: 400;">The following pages will show some of the data that has been collected:</span></p>
<ul class="unordered-listing">
<li style="font-weight: 400;" aria-level="1">
<h4><span style="font-weight: 400;">Customer satisfaction survey results</span></h4>
</li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Staff engagement results</span></li>
</ul>
<br />
<p><em><strong>  APPENDIX  7A: CUSTOMER SATISFACTION SURVEY RESULTS</strong></em></p>
<p><span style="font-weight: 400;">Below is the standardised Customer Satisfaction Survey (CSS) which is send via email to customers who have recently been in contact with The International Hotel Group - Sydney.</span></p>
<p><span style="font-weight: 400;">The CSS has been conducted every 6 months, one in May and another in November, for the past four years.</span></p>
<p><span style="font-weight: 400;">The most recent survey results (from May 2015) are based on the answers from 2,814 respondents:</span></p>
<p><span style="font-weight: 400;">The survey takes about 60 seconds to fill in and return and is as follows: The results are shown for the previous 3 surveys.</span></p>
<br />
<table class="table table-bordered">
<tbody>
<tr>
<td colspan="7">
<p><strong>May 2018 Customer Service Survey</strong></p>
</td>
</tr>
<tr>
<td colspan="2" rowspan="2"> </td>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
</tr>
<tr>
<td>
<p><strong>Very Dissatisfied</strong></p>
</td>
<td><br />
<p><strong>Dissatisfied</strong></p>
</td>
<td><br />
<p><strong>Neutral</strong></p>
</td>
<td><br />
<p><strong>Satisfied</strong></p>
</td>
<td>
<p><strong>Very Satisfied</strong></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Were you happy with the way your call was answered?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">10%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">17%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">17%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">34%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">22%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Were you happy with the speed your call was</span></p>
</td>
<td>
<p><span style="font-weight: 400;">34%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">25%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">19%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">15%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Was our agent able to answer your query?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">13%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">32%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">38%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Was the information they gave you accurate?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">10%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">34%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">40%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
<td>
<p><span style="font-weight: 400;">How would you rate the overall call?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">19%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">24%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">23%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">19%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">15%</span></p>
</td>
</tr>
<tr>
<td colspan="2" rowspan="3"> </td>
<td rowspan="3"><br />
<p><strong>Yes</strong></p>
</td>
<td rowspan="3"><br />
<p><strong>No</strong></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">6</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Was this the first time you have contacted us?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">10%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">90%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">7</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you use the IHG’s smartphone app?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">82%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td><br />
<p><span style="font-weight: 400;">8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Which other communications channels would you like</span></p>
<p><span style="font-weight: 400;">to use to access Customer Service?</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">i) email</span></p>
</td>
<td>
<p><span style="font-weight: 400;">31%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">ii) Interactive voice</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">iii) Web chat</span></p>
</td>
<td>
<p><span style="font-weight: 400;">38%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">iv) SMS</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">9</span></p>
</td>
<td>
<p><span style="font-weight: 400;">If you requested literature did it arrive as promised?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">94%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">6%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">10</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Would you recommend us to others?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">78%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">22%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
</tbody>
</table>
<br /><br /><br />
<table class="table table-bordered">
<tbody>
<tr>
<td colspan="7">
<p><strong>November 2017 Customer Service Survey</strong></p>
</td>
</tr>
<tr>
<td colspan="2" rowspan="2"> </td>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
</tr>
<tr>
<td>
<p><strong>Very Dissatisfied</strong></p>
</td>
<td><br />
<p><strong>Dissatisfied</strong></p>
</td>
<td><br />
<p><strong>Neutral</strong></p>
</td>
<td><br />
<p><strong>Satisfied</strong></p>
</td>
<td>
<p><strong>Very Satisfied</strong></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Were you happy with the way your call was answered?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">15%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">19%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">37%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">25%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Were you happy with the speed your call was</span></p>
</td>
<td>
<p><span style="font-weight: 400;">13%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">19%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">30%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">17%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Was our agent able to answer your query?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">6%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">15%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">35%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">40%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Was the information they gave you accurate?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">12%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">36%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">42%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
<td>
<p><span style="font-weight: 400;">How would you rate the overall call?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">31%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28%</span></p>
</td>
</tr>
<tr>
<td colspan="2" rowspan="3"> </td>
<td rowspan="3"><br />
<p><strong>Yes</strong></p>
</td>
<td rowspan="3"><br />
<p><strong>No</strong></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">6</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Was this the first time you have contacted us?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">12%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">88%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">7</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you use the IHG’s smartphone app?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">14%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">86%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td><br />
<p><span style="font-weight: 400;">8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Which other communications channels would you like</span></p>
<p><span style="font-weight: 400;">to use to access Customer Service?</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">i) email</span></p>
</td>
<td>
<p><span style="font-weight: 400;">38%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">ii) Interactive voice</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">iii) Web chat</span></p>
</td>
<td>
<p><span style="font-weight: 400;">36%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">iv) SMS</span></p>
</td>
<td>
<p><span style="font-weight: 400;">24%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">9</span></p>
</td>
<td>
<p><span style="font-weight: 400;">If you requested literature did it arrive as promised?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">97%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">10</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Would you recommend us to others?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">89%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
</tbody>
</table>
<br /><br />
<table class="table table-bordered">
<tbody>
<tr>
<td colspan="7">
<p><strong>May 2017 Customer Service Survey</strong></p>
</td>
</tr>
<tr>
<td colspan="2" rowspan="2"> </td>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
</tr>
<tr>
<td>
<p><strong>Very Dissatisfied</strong></p>
</td>
<td><br />
<p><strong>Dissatisfied</strong></p>
</td>
<td><br />
<p><strong>Neutral</strong></p>
</td>
<td><br />
<p><strong>Satisfied</strong></p>
</td>
<td>
<p><strong>Very Satisfied</strong></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Were you happy with the way your call was answered?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">12%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">51%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">27%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Were you happy with the speed your call was</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">14%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">20%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">38%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">26%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Was our agent able to answer your query?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">43%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">41%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Was the information they gave you accurate?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">1%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">43%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">40%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
<td>
<p><span style="font-weight: 400;">How would you rate the overall call?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">22%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">38%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">33%</span></p>
</td>
</tr>
<tr>
<td colspan="2" rowspan="3"> </td>
<td rowspan="3"><br />
<p><strong>Yes</strong></p>
</td>
<td rowspan="3"><br />
<p><strong>No</strong></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">6</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Was this the first time you have contacted us?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">89%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">7</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you use the IHG’s smartphone app?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">92%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td><br />
<p><span style="font-weight: 400;">8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Which other communications channels would you like</span></p>
<p><span style="font-weight: 400;">to use to access Customer Service?</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">i) email</span></p>
</td>
<td>
<p><span style="font-weight: 400;">41%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">ii) Interactive voice</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">iii) Web chat</span></p>
</td>
<td>
<p><span style="font-weight: 400;">31%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">iv) SMS</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">9</span></p>
</td>
<td>
<p><span style="font-weight: 400;">If you requested literature did it arrive as promised?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">100%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">0%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">10</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Would you recommend us to others?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">92%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
</tbody>
</table>
<br />
<p><span style="font-weight: 400;">These customer satisfaction results can be compared with the latest industry benchmarks.</span></p>
<br />
<table class="table table-bordered">
<tbody>
<tr>
<td colspan="7">
<p><strong>Customer Service Survey Benchmarks</strong></p>
</td>
</tr>
<tr>
<td colspan="2" rowspan="2"> </td>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
</tr>
<tr>
<td>
<p><strong>Very Dissatisfied</strong></p>
</td>
<td><br />
<p><strong>Dissatisfied</strong></p>
</td>
<td><br />
<p><strong>Neutral</strong></p>
</td>
<td><br />
<p><strong>Satisfied</strong></p>
</td>
<td>
<p><strong>Very Satisfied</strong></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Were you happy with the way your call was answered?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">15%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">41%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">32%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Were you happy with the speed your call was</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">15%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">22%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">33%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">26%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Was our agent able to answer your query?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">6%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">10%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">42%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">40%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Was the information they gave you accurate?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">1%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">42%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">38%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
<td>
<p><span style="font-weight: 400;">How would you rate the overall call?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">25%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">34%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">31%</span></p>
</td>
</tr>
<tr>
<td colspan="2" rowspan="3"> </td>
<td rowspan="3"><br />
<p><strong>Yes</strong></p>
</td>
<td rowspan="3"><br />
<p><strong>No</strong></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">6</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Was this the first time you have contacted us?</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">7</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you use the IHG’s smartphone app?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">82%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td><br />
<p><span style="font-weight: 400;">8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Which other communications channels would you like</span></p>
<p><span style="font-weight: 400;">to use to access Customer Service?</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">i) email</span></p>
</td>
<td>
<p><span style="font-weight: 400;">36%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">ii) Interactive voice</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">iii) Web chat</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td> </td>
<td>
<p><span style="font-weight: 400;">iv) SMS</span></p>
</td>
<td>
<p><span style="font-weight: 400;">37%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">9</span></p>
</td>
<td>
<p><span style="font-weight: 400;">If you requested literature did it arrive as promised?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">98%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">0%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">10</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Would you recommend us to others?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">84%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td> </td>
<td> </td>
<td> </td>
</tr>
</tbody>
</table>
<br /><br />
<p><em><strong>  APPENDIX  7B: EMPLOYEE SATISFACTION SURVEY INFORMATION</strong></em></p>
<p><span style="font-weight: 400;">Every year The International Hotel Group conducts an Employee Engagement Survey (EES).</span></p>
<p><span style="font-weight: 400;">The first EES was conducted for the hotel in April 2015 and the survey has been done conducted every April since then.</span></p>
<br />
<p><span style="font-weight: 400;">The survey questions are filled in according to a scale of 1-5, as follows:</span></p>
<ol>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">No, not at all</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Not really</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">A little</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Yes, somewhat</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Yes, definitely</span></li>
</ol>
<br />
<p><em><strong>  APPENDIX  7C: EMPLOYEE ENGAGEMENT SURVEY RESULTS</strong></em></p>
<br />
<table class="table table-bordered">
<tbody>
<tr>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Is there any best friend at work? Do you know what is expected of you at work?</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Was there opportunities at work to learn and grow? </span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Did someone talked about the progress? </span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Does someone encouraged at work for development? </span></p>
</td>
</tr>
</tbody>
</table>
<br />
<p><span style="font-weight: 400;">The results for the past three years are:</span></p>
<table class="table table-bordered">
<tbody>
<tr>
<td colspan="2">
<p><strong>April 2018 Staff Engagement Survey</strong></p>
</td>
<td>
<p><strong>No, not at all</strong></p>
</td>
<td>
<p><strong>Not really</strong></p>
</td>
<td><br />
<p><strong>A little</strong></p>
</td>
<td>
<p><strong>Yes, somewhat</strong></p>
</td>
<td>
<p><strong>Yes, definitely</strong></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you know what is expected of you at work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">45%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">41%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you have the materials and equipment you need to do your work right?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">41%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">37%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">At work, do you have the opportunity to do what you do best every day?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">14%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">26%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">22%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">17%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">In the last seven days, have you received recognition or praise for doing good work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">16%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">34%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">30%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Does your supervisor, or someone at work, seem to care about you as a person?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">19%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">31%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">14%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">6</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Is there someone at work who encourages your development?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">23%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">22%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">33%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">7</span></p>
</td>
<td>
<p><span style="font-weight: 400;">At work, do your opinions seem to count?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">23%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">27%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">29%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">12%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Does the mission/purpose of your company make you feel your job is important?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">24%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">19%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">9</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Are your associates (fellow employees) committed to doing quality work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">12%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">16%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">19%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">29%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">24%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">10</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you have a best friend at work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">24%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">26%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">11</span></p>
</td>
<td>
<p><span style="font-weight: 400;">In the last six months, has someone at work talked to you about your progress?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">13%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">42%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">34%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">12</span></p>
</td>
<td>
<p><span style="font-weight: 400;">In the last year, have you had opportunities at work to learn and grow?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">16%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">27%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">36%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">17%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4%</span></p>
</td>
</tr>
</tbody>
</table>
<br /><br />
<table class="table table-bordered">
<tbody>
<tr>
<td colspan="2">
<p><strong>April 2017 Staff Engagement Survey</strong></p>
</td>
<td>
<p><strong>No, not at all</strong></p>
</td>
<td>
<p><strong>Not really</strong></p>
</td>
<td><br />
<p><strong>A little</strong></p>
</td>
<td>
<p><strong>Yes, somewhat</strong></p>
</td>
<td>
<p><strong>Yes, definitely</strong></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you know what is expected of you at work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">46%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">40%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you have the materials and equipment you need to do your work right?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">6%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">40%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">41%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">At work, do you have the opportunity to do what you do best every day?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">24%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">29%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">In the last seven days, have you received recognition or praise for doing good work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">37%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">30%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Does your supervisor, or someone at work, seem to care about you as a person?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">14%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">22%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">20%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">25%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">19%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">6</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Is there someone at work who encourages your development?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">19%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">30%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">25%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">7</span></p>
</td>
<td>
<p><span style="font-weight: 400;">At work, do your opinions seem to count?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">15%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">27%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">20%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">17%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Does the mission/purpose of your company make you feel your job is important?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">16%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">19%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">25%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">22%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">9</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Are your associates (fellow employees) committed to doing quality work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">6%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">33%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">29%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">10</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you have a best friend at work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">25%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">34%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">11</span></p>
</td>
<td>
<p><span style="font-weight: 400;">In the last six months, has someone at work talked to you about your progress?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">1%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">23%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">31%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">37%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">12</span></p>
</td>
<td>
<p><span style="font-weight: 400;">In the last year, have you had opportunities at work to learn and grow?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">12%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">31%</span></p>
</td>
</tr>
</tbody>
</table>
<br /><br /><br />
<table class="table table-bordered">
<tbody>
<tr>
<td colspan="2">
<p><strong>April 2016 Staff Engagement Survey</strong></p>
</td>
<td>
<p><strong>No, not at all</strong></p>
</td>
<td>
<p><strong>Not really</strong></p>
</td>
<td><br />
<p><strong>A little</strong></p>
</td>
<td>
<p><strong>Yes, somewhat</strong></p>
</td>
<td>
<p><strong>Yes, definitely</strong></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you know what is expected of you at work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">46%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">42%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you have the materials and equipment you need to do your work right?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">42%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">42%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">At work, do you have the opportunity to do what you do best every day?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">17%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">22%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">31%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">23%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">In the last seven days, have you received recognition or praise for doing good work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">1%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">6%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">17%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">35%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">41%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Does your supervisor, or someone at work, seem to care about you as a person?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">13%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">31%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">6</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Is there someone at work who encourages your development?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">10%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">25%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">26%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">7</span></p>
</td>
<td>
<p><span style="font-weight: 400;">At work, do your opinions seem to count?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">14%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">17%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">22%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">26%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Does the mission/purpose of your company make you feel your job is important?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">16%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">22%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">24%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">20%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">9</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Are your associates (fellow employees) committed to doing quality work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">22%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">34%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">31%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">10</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you have a best friend at work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">10%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">37%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">42%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">11</span></p>
</td>
<td>
<p><span style="font-weight: 400;">In the last six months, has someone at work talked to you about your progress?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">1%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">6%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">13%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">34%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">46%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">12</span></p>
</td>
<td>
<p><span style="font-weight: 400;">In the last year, have you had opportunities at work to learn and grow?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">34%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">51%</span></p>
</td>
</tr>
</tbody>
</table>
<br />
<p><span style="font-weight: 400;">These can be compared with the recent industry benchmarks.</span></p>
<br />
<table class="table table-bordered">
<tbody>
<tr>
<td colspan="2">
<p><strong>Staff Engagement Survey Benchmarks</strong></p>
</td>
<td>
<p><strong>No, not at all</strong></p>
</td>
<td>
<p><strong>Not really</strong></p>
</td>
<td><br />
<p><strong>A little</strong></p>
</td>
<td>
<p><strong>Yes, somewhat</strong></p>
</td>
<td>
<p><strong>Yes, definitely</strong></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you know what is expected of you at work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">44%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">39%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you have the materials and equipment you need to do your work right?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">2%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">15%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">38%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">37%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">At work, do you have the opportunity to do what you do best every day?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">24%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">30%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">In the last seven days, have you received recognition or praise for doing good work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">1%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">24%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">33%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">35%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Does your supervisor, or someone at work, seem to care about you as a person?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">10%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">20%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">24%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">6</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Is there someone at work who encourages your development?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">10%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">22%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">27%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">7</span></p>
</td>
<td>
<p><span style="font-weight: 400;">At work, do your opinions seem to count?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">19%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">24%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Does the mission/purpose of your company make you feel your job is important?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">20%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">24%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">23%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">15%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">9</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Are your associates (fellow employees) committed to doing quality work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">14%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">19%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">30%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">10</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Do you have a best friend at work?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">17%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">26%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">34%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">11</span></p>
</td>
<td>
<p><span style="font-weight: 400;">In the last six months, has someone at work talked to you about your progress?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">16%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">31%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">39%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">12</span></p>
</td>
<td>
<p><span style="font-weight: 400;">In the last year, have you had opportunities at work to learn and grow?</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">20%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">27%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">34%</span></p>
</td>
</tr>
</tbody>
</table>
<br /><br />
<p><strong><em>  APPENDIX  8: KEY PERFORMANCE INDICATORS</em></strong></p>
<p><span style="font-weight: 400;">The Customer Service Department uses a number of key performance indicators as part of its Balanced Scorecard reporting and performance assessment process.</span></p>
<p><span style="font-weight: 400;">The KPIs for the past 8 quarters (2 years), grouped into their Balanced Scorecard categories, are listed below:</span></p>
<br />
<table class="table table-bordered">
<tbody>
<tr>
<td colspan="10">
<p><strong>Key Performance Indicators: IHG Customer Service Department</strong></p>
</td>
</tr>
<tr>
<td colspan="2">
<p><strong>Customer Satisfaction</strong></p>
</td>
<td>
<p><strong>Q3 2013</strong></p>
</td>
<td>
<p><strong>Q4 2013</strong></p>
</td>
<td>
<p><strong>Q1 2014</strong></p>
</td>
<td>
<p><strong>Q2 2014</strong></p>
</td>
<td>
<p><strong>Q3 2014</strong></p>
</td>
<td>
<p><strong>Q4 2014</strong></p>
</td>
<td>
<p><strong>Q1 2015</strong></p>
</td>
<td>
<p><strong>Q2 2015</strong></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Percentage of Calls Abandoned</span></p>
</td>
<td>
<p><span style="font-weight: 400;">6%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">6%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">13%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Average Speed to Answer (seconds)</span></p>
</td>
<td>
<p><span style="font-weight: 400;">27</span></p>
</td>
<td>
<p><span style="font-weight: 400;">31</span></p>
</td>
<td>
<p><span style="font-weight: 400;">28</span></p>
</td>
<td>
<p><span style="font-weight: 400;">27</span></p>
</td>
<td>
<p><span style="font-weight: 400;">34</span></p>
</td>
<td>
<p><span style="font-weight: 400;">41</span></p>
</td>
<td>
<p><span style="font-weight: 400;">46</span></p>
</td>
<td>
<p><span style="font-weight: 400;">52</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">First-Contact Resolution rate</span></p>
</td>
<td>
<p><span style="font-weight: 400;">72%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">71%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">72%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">68%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">64%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">61%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">59%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">56%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">4</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Customer Satisfaction Scores (1-5)</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4.2</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4.3</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4.1</span></p>
</td>
<td>
<p><span style="font-weight: 400;">4.0</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3.8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3.7</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3.5</span></p>
</td>
<td>
<p><span style="font-weight: 400;">3.3</span></p>
</td>
</tr>
<tr>
<td colspan="10"> </td>
</tr>
<tr>
<td colspan="2">
<p><strong>Operational Efficiency</strong></p>
</td>
<td>
<p><strong>Q3 2013</strong></p>
</td>
<td>
<p><strong>Q4 2013</strong></p>
</td>
<td>
<p><strong>Q1 2014</strong></p>
</td>
<td>
<p><strong>Q2 2014</strong></p>
</td>
<td>
<p><strong>Q3 2014</strong></p>
</td>
<td>
<p><strong>Q4 2014</strong></p>
</td>
<td>
<p><strong>Q1 2015</strong></p>
</td>
<td>
<p><strong>Q2 2015</strong></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Agent Occupancy</span></p>
</td>
<td>
<p><span style="font-weight: 400;">81%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">80%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">81%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">84%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">90%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">92%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">94%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">97%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">6</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Average Handling Time (seconds)</span></p>
</td>
<td>
<p><span style="font-weight: 400;">48</span></p>
</td>
<td>
<p><span style="font-weight: 400;">47</span></p>
</td>
<td>
<p><span style="font-weight: 400;">49</span></p>
</td>
<td>
<p><span style="font-weight: 400;">51</span></p>
</td>
<td>
<p><span style="font-weight: 400;">44</span></p>
</td>
<td>
<p><span style="font-weight: 400;">41</span></p>
</td>
<td>
<p><span style="font-weight: 400;">39</span></p>
</td>
<td>
<p><span style="font-weight: 400;">41</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">7</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Call Transfer Rate</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">11%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">13%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">14%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">16%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">17%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Cost Per Call</span></p>
</td>
<td>
<p><span style="font-weight: 400;">$ 2.71</span></p>
</td>
<td>
<p><span style="font-weight: 400;">$ 2.68</span></p>
</td>
<td>
<p><span style="font-weight: 400;">$ 2.74</span></p>
</td>
<td>
<p><span style="font-weight: 400;">$ 2.71</span></p>
</td>
<td>
<p><span style="font-weight: 400;">$ 2.89</span></p>
</td>
<td>
<p><span style="font-weight: 400;">$ 2.94</span></p>
</td>
<td>
<p><span style="font-weight: 400;">$ 3.06</span></p>
</td>
<td>
<p><span style="font-weight: 400;">$ 3.18</span></p>
</td>
</tr>
<tr>
<td colspan="10"> </td>
</tr>
<tr>
<td colspan="2">
<p><strong>Business Value</strong></p>
</td>
<td>
<p><strong>Q3 2013</strong></p>
</td>
<td>
<p><strong>Q4 2013</strong></p>
</td>
<td>
<p><strong>Q1 2014</strong></p>
</td>
<td>
<p><strong>Q2 2014</strong></p>
</td>
<td>
<p><strong>Q3 2014</strong></p>
</td>
<td>
<p><strong>Q4 2014</strong></p>
</td>
<td>
<p><strong>Q1 2015</strong></p>
</td>
<td>
<p><strong>Q2 2015</strong></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">9</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Customer Retention</span></p>
</td>
<td>
<p><span style="font-weight: 400;">96%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">94%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">95%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">96%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">93%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">92%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">90%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">89%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">10</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Referrals to Accounts dept (avg per day per agent)</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">6</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
<td>
<p><span style="font-weight: 400;">6</span></p>
</td>
<td>
<p><span style="font-weight: 400;">5</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">11</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Conversion rate of referrals to Accounts dept.</span></p>
</td>
<td>
<p><span style="font-weight: 400;">64%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">68%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">67%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">68%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">71%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">66%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">69%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">70%</span></p>
</td>
</tr>
<tr>
<td colspan="10"> </td>
</tr>
<tr>
<td colspan="2">
<p><strong>People Management</strong></p>
</td>
<td>
<p><strong>Q3 2013</strong></p>
</td>
<td>
<p><strong>Q4 2013</strong></p>
</td>
<td>
<p><strong>Q1 2014</strong></p>
</td>
<td>
<p><strong>Q2 2014</strong></p>
</td>
<td>
<p><strong>Q3 2014</strong></p>
</td>
<td>
<p><strong>Q4 2014</strong></p>
</td>
<td>
<p><strong>Q1 2015</strong></p>
</td>
<td>
<p><strong>Q2 2015</strong></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">12</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Attrition Rate (annualised)</span></p>
</td>
<td>
<p><span style="font-weight: 400;">14%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">16%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">13%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">18%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">21%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">24%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">26%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">31%</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">13</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Unapproved Absenteeism (annualised days per agent)</span></p>
</td>
<td>
<p><span style="font-weight: 400;">6</span></p>
</td>
<td>
<p><span style="font-weight: 400;">7</span></p>
</td>
<td>
<p><span style="font-weight: 400;">6</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">8</span></p>
</td>
<td>
<p><span style="font-weight: 400;">9</span></p>
</td>
<td>
<p><span style="font-weight: 400;">12</span></p>
</td>
<td>
<p><span style="font-weight: 400;">13</span></p>
</td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">14</span></p>
</td>
<td>
<p><span style="font-weight: 400;">Staff engagement rate</span></p>
</td>
<td>
<p><span style="font-weight: 400;">77%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">76%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">77%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">75%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">71%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">70%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">68%</span></p>
</td>
<td>
<p><span style="font-weight: 400;">65%</span></p>
</td>
</tr>
</tbody>
</table>
<br />
<p><em><strong>  APPENDIX  9: MEETING AGENDA TEMPLATE</strong></em></p>
<p><span style="font-weight: 400;">MEETING AGENDA</span></p>
<br />
<table class="table table-bordered">
<tbody>
<tr>
<td>
<p><strong>DATE</strong></p>
</td>
<td> </td>
<td>
<p><strong>TIME</strong></p>
</td>
<td> </td>
</tr>
<tr>
<td>
<p><strong>LOCATION</strong></p>
</td>
<td> </td>
<td>
<p><strong>MEETING</strong></p>
<p><strong>TYPE</strong></p>
</td>
<td> </td>
</tr>
<tr>
<td>
<p><strong>MEETING CALLED</strong></p>
<p><strong>BY</strong></p>
</td>
<td> </td>
<td>
<p><strong>TIME KEEPER</strong></p>
</td>
<td> </td>
</tr>
<tr>
<td>
<p><strong>MEETING OURPOSE</strong></p>
</td>
<td colspan="3"> </td>
</tr>
<tr>
<td>
<p><strong>SCRIBE</strong></p>
</td>
<td colspan="3"> </td>
</tr>
<tr>
<td>
<p><strong>ATTENDEES</strong></p>
</td>
<td colspan="3"> </td>
</tr>
<tr>
<td>
<p><strong>OTHER PRESENT</strong></p>
</td>
<td colspan="3"> </td>
</tr>
</tbody>
</table>
<br /><br />
<table class="table table-bordered">
<tbody>
<tr>
<td>
<p><strong>Time</strong></p>
</td>
<td>
<p><strong>Agenda Item</strong></p>
</td>
<td>
<p><strong>By</strong></p>
</td>
</tr>
<tr>
<td><br />
<p><span style="font-weight: 400;">09:00 – 09:15</span></p>
</td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">09:15 – 09:30</span></p>
</td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">09:30 – 09:45</span></p>
</td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">09:45 – 10:30</span></p>
</td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">10:30 – 11:00</span></p>
</td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">  11:00 – 11:15</span></p>
</td>
<td>
<p><span style="font-weight: 400;">TEA BREAK</span></p>
</td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">11:15 – 13:30</span></p>
</td>
<td> </td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">  13:30 – 14:15</span></p>
</td>
<td>
<p><span style="font-weight: 400;">LUNCH BREAK</span></p>
</td>
<td> </td>
</tr>
<tr>
<td>
<p><span style="font-weight: 400;">14:15 – 16:30</span></p>
</td>
<td> </td>
<td> </td>
</tr>
</tbody>
</table>