Operations Management For Racial Discrimination Act: Strategies, Measurements, And Contingency Plans

Formalized Planning and Monitoring

Liam should consider a formalized system of planning and monitoring.  The inventory planning further helps in ensuring the product quality and on time delivery, which helps in increasing the sales and reducing the non-profit assets of the Miller Valve company.

The procedure for performance system is a much broader area and encompasses of a number of activities, which further helps in measurement of the operational performance. Some of these are joint goal setting, continuous review of the organizational progress and provision of feedbacks on a frequent basis.  The implementation of the methods will help Liam in achieving the benchmarks by defining roles within a competence framework. Some of the process tools such as Failure mode and effect analysis (FMEA) could be used over here, which helps in prioritizing the critical failure mode.

steps to be followed for monitoring and review of the performance systems are:

• Development of employee performance plans including Key Result Areas (KRA)
• Continuous coaching and feedback
• Provision of effective compensation and reward systems

The types of performance measures are:

• Efficiency measures
• Productivity measures
• Effectiveness or outcome measures

Pareto Chart- in the Pareto chart, events is displayed on the X-axis and occurrences are distributed on the Y-axis.  It helps in identification of the events responsible for causing a particular problem.

run chart– used to identify changes in mean measurement and trends over time.

A contingency plan can be defined as the step by step systematic plan that helps in considering and planning the outcome of any future event. A contingency plan mainly takes the possibility of the adverse situations or the risks that can potentially damage the operational stability of the organization and the productivity profit ratio. The major challenges that the company had been facing as per the case study are issues with timely delivery, low staffing and faulty staffing management procedures, increased wastage, low inventory stocking, and inconsistent production. Hence, along with formalized and strict planning monitoring procedure, Liam will need to consider additional planning for the possible risks and challenges that can occur during the implementation of the strategies mentioned above.

Sl no	Potential hazards	Intervention initiative
1.	External issues: Operational issues, financial constraints, policy implementation issues, effect on the productivity, and many more.	In order to overcome these external issues there is need for a systems framework applied in the corporate scenario so that these external issues can be resolved before they can even manifest.
2.	Technical issues: Equipment failure, IT framework implementation failure, cyber security challenges, flawed data storage issues, and many more.	The most effective intervention for these potentially threatening possibilities in the implementation of a strict and automated IT framework with absolute cyber security (Tompkins et al. 2010)
3.	Employee issues: Interpersonal conflict, tardiness, noncompliance, resignation and ethical issues	In order to avoid or successfully manage the employee conflict or compliance issues, there is need for a leadership and monitoring team being employed.
4.	Changing consumer demands and consumer dissatisfaction with production and quality	The only method to control the escalating demands in the consumers is to ensure optimal production and quality even during implementation of operational changes, a quality and productivity audit team can effectively avoid possibility of escalating this issue (Ruiz-Torres et al. 2013).

Market orientation and sales orientation are two very different concepts and aligning both of the concepts can be very challenging in any corporate scenario. It has to be understood that in the business scenario represented by the case study the main issues or challenges are reflected in the delivery and production management. In this case, there are a variety of different change plans and strategies that the operational management team will need to invest in. In addition, in order to achieve optimal success in the planning and implementation procedure the sales production and purchasing departments will have to align and agree on mutual decisions. Liam can arrange motivational team meetings and group session where all three stakeholders can express their ideas and can co-operate with each other so that optimal operational progress is achieved (Tompkins et al. 2010).

Cathy’s predecessor had taken huge risks in not maintaining a spreadsheet or record of the financial transactions. This resulted in over 90 days arrears for both the both the target customers and the sales representatives.

Cathy’s efforts have been promising in maintaining effective planning and monitoring systems for her department. She needs to apply management principles by exception and incorporate them within her department’s weekly summaries.

Measurement of Operational Performance

Cathy could consider a number of formal and informal planning systems to address variations in the operational plan. She could use process flow datafor maintaining a tab of the various activities to be performed at the earliest or later. Additionally, she could use contingency planning for weighing of different options and the consequences they can have upon the business processes.

Yes, I believe Cathy has rightfully decided to involve her team members in the long term planning as the sharing of opinions and feedbacks from the team members can help in improving the organizational process. 

Stakeholder	Role in the problem	Priority level	Consultation method
Senior management team	Production supervision  and generation of important leads	High-key players	They  could be consulted with in  the form of meetings
Store manager	Keeping a tab of the sales value of the products and services	High	Any new information could  be provided to them in the  form of e-mail notifications
Service division staff	Could enable more sales output through proper training programs and measures	High	They could be provided with the needful information in group meetings
Co-workers	Possessing multi-skills can help in the improvement of the services	Low-keep informed	Conducting training workshops can help in providing them needful level of knowledge and skills

 Table 1: Role of stakeholders in achieving goals/objectives of the organization

(Source: author)  

Objective	Location	Procedures	Responsible person	When?	Budget	KPI
Provision of service and product knowledge training	Brisbane	Conducting  training workshops	Store manager	Once  a week only on Sundays	101.139 Australian dollar	Estimation of total increase in sales volume
Time and cost-effective development process	Perth	Increasing the printer and photocopier number for each stores	Store supervisor	Assessments done on a monthly basis	202.900 Australian dollar	Quick services delivery measured on real time basis
Multi-skills possessing staff	Melbourne	Organizing  training workshops	Mid level manager	Once on a weekly basis	162.327 Australian dollar	Measurement of employee performance using internal systems and software such as human resource metrics

Table 2: Operational plan for increasing service sales

(Source: author)

Contingency plan

	Potential  Hazard
1.	Utility issues like power cuts	Implementation of inverter systems within the factory settings to guarantee uninterrupted work flow.
2.	External issues- · Suppliers  going bust · Product recalls · Road works blocking access to business	Active documentation could be maintained for keeping a tab about the production and sales value. Moreover, tying up with additional distribution partners can help in coping up with the hurdles emergent in the business process.
3.	Equipment failure	Maintaining additional systems for swift and hassle free conduct of business
4.	Resignation and termination of the employees	Conducting a process check and provision of additional performance bonus and incentives to the employees.

Table 3: Contingency plan

(Source: author)

In the occasion of facing problem in finalizing quotations for the distributors channel the finance manager or the operations manager could be consulted.

The finalized plan needs to be approved by the operations manager. The three methods which could be used for informing the team members of the operational plan are:

• Through conducting  small meeting sessions
• Through generating mails
• Though regular team briefing

1. Job description for a sales assistant in an office hardware equipment store:

As a sales executive one would need to visit the potential customers for new business , inform the operations managers regarding the quotations, negotiate the terms of agreement and close sales,  gathering market and customer information, record sales and send copies to the sales office, review of one’s  sales performance.

Automation with software solutions can help in maintaining compliance with the organizational policies and procedures. In order to ensure compliance a number of steps could be followed such as:

• Make the policies and procedures feasible for individual departments
• Personalizing the policies as per the needs of the  customers
• Make the copies of the policies and procedures accessible to the employees
• Setting deadlines for policies and procedures to be acknowledged

1.  A. The major steps which should be followed for recruitment of a staff are:

• Development of position description
• Deciding upon the means of recruitment whether face-to –face interview or professional tests be conducted
• Development of a recruitment committee
• Posting of position
• Conducting interviews
• Review of application and developing short list

1.  There are a number of benefits of effective employee induction such as – a well informed employee. The induction training gives the employees a sense of belonging and also helps the new joiners settle down quickly within their work processes.

The training should include development of practical and theoretical skills so that new joiners understand the organizational work processes better. It should also satisfy the interaction needs which exists among the new employees.

The induction training can be both systematic and unsystematic. Other than this several other methods can be implemented such as on-the –job training, off –the-job training, training links to motivation where value based feedback and appraisals are provided to the employees as part of performance monitoring. 

The three strategies which could be used to acquire physical resources according to the policies of an organization are filling up of purchase order forms, drafting a proposal stating the requirements for new equipments to the operations manager, conducting an in-house infrastructural survey, which helps in highlighting the deficits in the organizational framework.

a) The performance gaps could be analyzed using systematic random checks.

b) The performance gaps could be recovered by conducting training sessions of the employees, provision of better infrastructural support to the employees, compliance with the organizational procedures and policies.

In order to negotiate recommendation and gain approval from the concerned higher authorities I need to be well updated with the organizational profit and loss status. This can be done by maintaining effective databases keeping a tab on the arrears along with the credit/debit balance deficit.

c) As a manager I would need to ensure that the team members are well aware of the importance of each and every source within the context of the organization processes.

Types of Performance Measures

d) A number of resources could be used by the manager in ensuring that the procedures associated with documentation of employee performance are maintained in accordance with the organizational requirements. Some of these are implementation of performance metric systems and capital metrics. This helps in keeping a tab upon the market statistics of the company along with the human resources strength of the company.

1. The  planning skills which could be followed to achieve the organizational objectives are:

• Risk management
• Communication skills
• Negotiation skills
• Optimum resource utilization

A business plan entailing the strategies for long term sustainable growth of the organization could be developed.

The effect of the implementation of the plan could be monitored using capital metrics and performance metrics system.

The methods which could be followed over here for working with others within an organization are implementation of effective communication skills along practicing effective judgment skills based upon market research and review parameters.

The effective communication methods which could be followed over here for coordinating the implementation of a particular plan are peer level communication, interactive communication and mass level communication. The interactive communication is the most important where sufficient freedom is provided to an individual for raising question and receiving answers to those questions.

The different monitoring tools which could be used for documenting performance are- performance metric systems, professional assessments tests, conducting internal audits. As mentioned, conducting audits on a regular basis helps in financial and performance management.

In order to improve the overall staff performance the weak areas of needs to be evaluated, this could be improved through further training and coaching.

The four characteristics of an effective monitoring system are:

• Taking into account the grievances of the employees and the shortcomings of the organizational process
• Monitor  the loopholes identified through process chain evaluation
• The reports should be made easy to understand
• The figures and stats should be reliable in nature giving an actual estimation of the business growth and losses

The organization can incorporate the Intellectual property rights and responsibilities by manufacturing its unique range or products which are in compliance with the IPR guidelines. In this respect, the company can copyright its products and services which further help in claiming the loyalty rights and upholds the market value of particular products and services.

The balanced scorecardallows a more comprehensive view by completing financial measures with additional metrics to measure the areas of customer satisfaction and product innovation. On the contrary, the financial results focus more upon the past events rather than providing an idea regarding the present market data and statistics.

The balanced scorecard helps in aligning key performance measures with strategy at all levels of the organization. It provides the management with a comprehensive view about the business organizations. It helps in processing the vast multitude of information in a much concise manner

The budgeting process is crucial to the functioning of an organization. This calls for participation from both the finance committee and the senior staff.  A good budgeting system requires strategic planning initiatives and requires that income is budgeted before expenses. The fixed costs are identified which are further tallied with the annual revenue.  The budgeting is driven by both the mission priorities of the organization and the fiscal accountabilities.

Health and safety legislation (2012): the work health and safety policy is implemented to improve the standards of the worker’s health within the organizational premises. This is particularly true when handling hazardous chemicals and substances. Under this, care is taken to implement safety measures for contradicting the risk potentials of various work processes. The injure employees and their respective families are also ensured a certain amount of monetary compensation under this procedure.

Contingency Planning

Anti-discrimination and equal work legislation: under this law the equal rights and privileges are offered to the employees working within an organization and no such differences are made on the basis of caste, creed, religion and sex.

The major stakeholders involved in workplace relations are –board of directors, senior managers, staffs, customers, distributors. The stakeholders share a common interest by virtue of the organizational products and services.  In this respect, the profits ratios of the organization are mutually benefitting the customers as well as the shareholders. The profit earned can be directed towards future expansion of products and services. It can also be used for improving the quality of the products which can help in customer retention and earning more value based consumers for the organization.

The consultation can be done using e-mail chats for communicating with directors located over long distances. Similarly, organizing group meetings once in six months can help in reviewing the growth in the performances.

Work life balance is very important in the context of optimum employee productivity as well as for ensuring the welfare of the employees. The rigorous work hours often demands the employees working within a business organization get little or no time to relax. This has been seen to affect their personal life as well as overall health.

Therefore, in order to provide a proper work life balance a number of parameters can be enabling the employees take long holidays, along with the provision of work from home options. The work from home or teleporting is a convenient option for the ones who may be suffering from a number of health issues or need to cater to the requirements of their families as well. Therefore, the availability of such flexible options allows an individual to meet their professional requirements at the same time do not feel over burdened. In this respect, a work life balance policy provides the organization to cater to the needs of their employees at the same time ensure that their productivity or their work targets are not compromised.

A work life balance policy can be entailed over here such as:

• Provision of flexi shifts to the employees
• Longer break periods or rest hours
• Provision of paid holidays
• Availability of work from home options

N.B.:  Flexibility options may vary as per the business requirements of the company

1. In terms of the cost-benefit options, the organization needs to analyze a number of things before laying down further business objectives, which includes the following such as:

• The relative merits of each option against the negative consequences need to be measured before beginning with the cost-benefit analysis
• The benefits of the additional revenue form  implementation of the new methods and loans should also be investigated
• Evaluation of the non-quantifiable benefits and costs

1.  The risk management and analysis in terms of workplace rations can be done using a number of ways:

• For the analysis of risk within a workplace setting,  random infrastructural tests and assessment of the prevention alternatives needs to be done on  a regular basis
• Additional first aid and ambulatory  healthcare services needs to be setup
• The incorporation of financial compensation for some types of health damage can be implemented as a preventive measure

1. The legislative requirements related to recruitment of employees can be stated as follows:

• The recruitment of employees within the Australian framework is guided by a number of legislative guidelines and policies. As per the Fair Work Act, 2009, age discrimination need to be prohibited.
• Sex discrimination Actand Racial discrimination Act protects people from discrimination at the place of work.
• Equal opportunity for Women in the Workplace opportunity Act(1999), which provides equal opportunities for women at their place of work such as equal pay.
• Industrial Relations Act, 1999, relates to managing industrial relations in Queensland. The law is made for employees of the state and local government sector.

1. The industrial relations are very important in maintaining employee satisfaction and providing equal rights to the employees working in the organization. For maintaining transparent and fluid industrial relations, the feedbacks form the employees need to be taken on a regular basis. The loopholes identified are further discussed with the management or senior authorities. The gaps identified can be overcome using the implementation of new policies and frameworks. This needs to be tested before hand for the negative consequences, the implementation of such plans could bring about.

6 A number of risk issues may be faced in the implementation of employee relations, which have been considered below with the help of a contingency plan:

	Risk factors	Contingency plan
1.	Employee turnover	Provision of  performance bonus and appraisals can help motivate the employees and prevent them from leaving the organization
2.	Organizational riots	Conducting meeting of the employees with the management on random basis can help in escalation of the problem situation and prevent organizational riots
3.	Change of management and organizational policies	The change of organizational policies due to the shift or power can also affect the industrial relations to a huge extent. Therefore, sufficient support earned from the stakeholders  can help in balancing the disorderly situation

Table 4: Risk issues faced in implementation of employee relations

(Source: author)

Training could be delivered to the employees using the different methods of learning and development such as:

• Instructor –led training, where the newly hired staffs or apprentices are made to go through practical workshop. In this respect, the training is provided the old and experienced employees.
• Interactive methods such as –small group discussions, formal question-answer sessions. The small group sessions can help in highlighting the important topic areas which need to be discussed. The spontaneous sessions also allows for the exchange of a wide variety of information which can help in enriching the practical approaches of the employees.
• Cross training where employees will be provided with the opportunity to shift gears and would be exposed to new job roles within the company would help them in switching their job roles and learning or developing multi-skills, which could be beneficial for the organization as well as enriching self-employability worth.
• Computer based training to make the workers more swift with the technology based modes and interventions

1. The employee relations activities which could be undertaken for reaching agreement on changes brought about by policies or implementation plan are:

• Development of a knowledge sharing system
• Provision of positive learning opportunities through implementation of policies and procedures which aids in building of employability skills
• Show the employees the growth brought about in terms of performance excellence by the implementation of the policies and provision of rewards to the employees performing well.

1. The methods which could be used to review and evaluate employee relations policies and plans are as follows:

• Conducting random assessment checks of employee satisfaction ratios within the  company through online survey questionnaire
• Collection of reviews of  employees regarding the organizational work process through feedback forms
• Performance evaluation programs which helps in analysis of the effectiveness of the policies and programs

1.  The different negotiation programs which could adopted by the management of a company and its possible outcomes have been discussed further over here. Some of the basic negotiation styles are- individualists, cooperators, competitive and altruists. The individualists seem to maximize their own profits without considering the profitability ratios of their counterparts. The cooperators aim towards the maximization of both their as well as their organization’s profit.  

Competitive negotiation styles often reflect a self serving mentality where one lacks the trust needed to solve problems jointly. The altruists are the rarest combination who put their counterpart’s interests above their own interest. In this respect, the company needs to adopt a cooperative strategy where organization profit along with enriching the productivity of the workers.

The process of documentation plays a crucial role within the business processes of an organization. The documentation can be done using online databases where the employee details and important process outcomes are registered. The documentation process should be secured of cyber theft. The notifiable data breaches under part III C of the Privacy Act (1998) ensures that confidential information related to a company or business organization are kept safe.

Potential Hazards

David is following a rather autocratic style of leadership with his team members where he allows them with little or no time e to relax or participate in the decision making process. He is the newly appointed team leader and wants to impress the management at any cost. Therefore, he is not ready to compromise with any loose ends from the end of his technical team. Therefore, he is stricter in his dealings with his team members which made them upset and they plan to leave the job soon. Therefore, the uncooperative attitude of David may result in huge number of employee turnover.

David needs to develop a cooperative negotiation style for developing and effective bonding or relationship with his team members.

Some of the blind spots of David as per the Johari window are- ineffective negotiation styles, dominating leadership approaches. Some of these approaches hide the agenda of David from his co-workers.

No, I don’t thinking David is building trustworthy relationship with his team. He is following dictatorship and appears cold is his approach.

The natural style adopted by David for conflict management is competitive. In this the teal leader is individualistic in his manner and approach and wants to maximize his team productivity for better ratings rather than being accommodating to the problems or grievances faced by his employees.

In this respect, David needs to follow a collaborative approach where a bigger space and room is provided to everyone for practicing their ideas. David needs to practice effective communication skills for evaluating the cause of the resentments present within his team members.

Russell can put Zed in similar trial situations in order to analyze his responses. Russell can for the time being appoint zed in the associate position where he is given the responsibility to handle a relatively small size of team members. The decision making and judgmental skills applied by him in problem solving reflects the core capabilities possessed by Zed.

I would advise Zed to focus on his communication skills for developing better and effective relationship with the employees

As per Russell’s thinking Zed is timid and would not be able to resolve conflicts easily. Therefore, he may be using an avoiding styleof conflict management.

This may develop dissatisfaction within the workers resulting in huge number of employee turnovers. Additionally, the attitude of indifference may also reduce the productivity of the teams working within the organization.

I don’t think Shauna has handled Fred’s conduct appropriately. This is because provided the collective discontentment in the team and the careless attitude depicted by Fred in his work; she should have conducted a tea, building session from the very beginning.

In order to have an effective interview session with Fred Shauna needs to firstly collect relevant information regarding Fred and his tenure and the kind of work interest he professes. This will help her better relate with the professional sentiments of Fred. Secondly, she needs to be relate with the discontent felt by Fred over his inconsideration as the leader-manager. Shauna needs to be sufficiently transparent in her mode of communication with Fred.

Stakeholder Roles

This will help Fred in understanding the basic motives of Shauna which are aimed towards the betterment of the team as a whole. She needs to follow a supporter and analyzer communication framework for better understanding the grievances of her team members. She can also provide performance bonus and appraisals as a way of motivating the employees working within her team including Fred.

Shauna should be careful not to shift the entire blame upon Fred. On the contrary, she needs to be friendly and accommodating in her approaches. She can ask for participation and help from Fred highlighting the professional qualifications he possesses which could benefit the entire team. Her goal should be to focus upon the good will of the entire team.

No. The manager should have set up a workplace anti-harassment cell to report and take action against the bullies suffered by the employees.

The remedial measures which could be undertaken over here are implementation of the Racial Discrimination Act which could prevent such forms of differentiation being carried on within the company. Additionally, the employees could be trained upon controlling and management of their professional behaviors.

Joe was unfairly treated by his colleagues. He was taunted for not being fair. On lodging a complaint the co-workers of Joe stopped talking to him altogether, which clearly showed a boycotting behavior and was clearly not admissible within the professional terms.

The situation could have been handled in a more efficient manner with the implementation of proper policies and procedures. Secondly, by providing an anti-discrimination training to the staff for the ruling out of any professional differences and establishing a positive work environment.

Training methods to be used for conflict management issues are:

• Case study reflection
• Question answer sessions

Things to be covered in the training session are- effective communication and negotiation skills, team building skills.

Avoiding negotiation styles were used by the company and this resulted in further rifts between Joe and his team members.

No I don’t think the director applied adequate procedures or measures.

Supportive communication strategies could be applied for addressing the grievances.

For the purpose of effective complaints and grievance handling adequate process and policies could be set up.  The employees could be provided with grievance boxes where they could drop in their complaints and the same would be shared with the management directly.

The enterprise bargaining agreement consists of collective industrial agreements between employer and trade union. The agreement is often signed for settlement of disputes related to redundancy pay.

The organization tried to settle the redundancy pay issue with Joe as a conciliation pay for the discriminations faced by Joe within the company.

The XYZ Company can manage the quality customer service by enabling sufficient training to the employees. Additionally, by conducting random performance assessments the employees could be encouraged to do better.

The customer survey could be prepared using an online questionnaire where a link for the same can be posted over social media and online most visited sites online along with distribution of restaurant catalogues to the visiting customers.

Operational Plan for Increasing Service Sales

In order to accommodate the additional requirements of the customers a serving policy could be developed. It should consists of the procedures which needs to be followed by the restaurant staff:

• Provide freshly made food to the customers
• The availability of the vegan and the non-vegan items should be mentioned in a ratio of 1:1.
• The food should be warmed compulsorily before providing the same to the customers.
• The temperature of the food should be recorded before supplying the same to the guests.

The newly modified policies and procedures could be implemented through sufficient training programs.

The hand washing procedures could be revoked in the staffs by providing them active hygiene sessions where they are taught the importance of practicing hygiene in their service delivery.

The five service standards which could be practiced within a restaurant before and after taking the food orders are:

Before taking orders:

• Welcoming the guests
• Seating the guests properly
• Checking the comfort and seating arrangement
• Serving water
• Presentation of  the menu

After taking orders

• Suggesting the best dishes
• Repeating the orders for further conformation
• Forwarding the orders to the kitchen
• Checking the quality of the food
• Presenting the food in the nicest manner
• Maintaining hygiene around the table  by cleaning

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