3.3. BASIC FUNCTIONS OF MANAGEMENT
1.1.1.PLANNING
FORECASTING:
EFE MATRIX:
- Increasing technology:
- Great demand of relaxing activities:
- Efficient media control:
- Increasing social network scope:
- Traffic congestion:
- Wide range of relaxation activities business:
An Increase in Wide range of relaxation activities business would be a chance for us that the number of services we could offer would be more of consumers expect
CPM MATRIX
- Service quality:
- Advertising public image
- Price competitive
If the price competitiveness increase would benefit us because our service is has a lower price compared to our competitors so the customers are going to look for a cheap service.
- Geographic expansion
The geographic expansion is an important factor for us because we need to give our customers the fastest response so it would affect the different location of our customers and our employees.
- Payment options
The payment options is very important for us because this could be an added value for our customers, we need to give them the possibility to pay for our service in different ways, could be cash or also with credit cards.
OBJECTIVES:
- Give the experience to our customers to have the best massage in the commodity of their own space.
- Give our employees the highest quality products for the best performance during the work hour.
- Give our customers the fastest response attention.
- Expand our service to the surrounding municipalities of Bogota.
- Satisfy our customers’ expectations with the best service quality.
- Generated a sense of ownership of our employees.
- Create loyalty from our customers and get new customers with our reputation.
- Add two new services of relaxation to our portfolio per year.
- Promote organizational culture inside the company.
- Reduce our costs and have a process optimization.
STRATEGIES:
- Begin to introduce more as a service provider as spa and massage not only as to cover more ground as well
- Make workgroups. And motivations of competition for outstanding groups (with rotation groups each month to promote team work constantly).
- Reinventing relationships with suppliers to have a better win-win.
- Make use of surveys to monitor and build better relationships with customers.
- Develop techniques for the future success of us as a company to impose a trend.
- Search improvements and/or updates the information and research that results in new services and new ways of doing things.
POLICIES:
1. Dress code:
Employees
- White coat given to them.
- White sweatshirt (For women it can't be see through)
- Blue Jeans
- Tennis shoes
2. Company policies:
- Wear in a proper way the uniform.
- Its forbidden to drink alcohol or smoke during the working hours
- Always have a good attitude to customers suggestions
- Provide a big smile all the time
- The relationship between customer and employee must be purely professional
- Be on time to reach the appointment with the customer
- Employees must maintain a good personal presentation
- The employees must have the implements of work in good conditions
- The appointments must be done at least with one hour in advance
- For appointments cancellations must be notified 20 minutes before
3. Licenses:
- For any type of permit, must be announced with two days prior to human resources
4. Penalties:
- Admonition: it would be consider in case of failures, is presented as a warning
- Dismissal: It means losing the job and all the rights the job includes
1.1.2 ORGANIZING
Organizing is to achieve and coordinate all activities within the industry where there are authoritarian relations for the proper performance of the organization. In the industry will adopt the functional structure since this provides the opportunity to learn and well trained staff to provide an optimal service and be more productive; For this it is first necessary to establish an organization which requires an analysis process, structure and the definition of the charges.
In our chart adopt a planar structure as is divided into few levels, has a hierarchical system that displays and identifies the functions that define the activities of the organization, its main goal is to save in times leading resulting work effectively. The chart is divided into three levels, the first level (the highest) is run by a general manager, the second level is run by a general coordinator, and the third level masseurs are counted being the lowest level.
The chart is designed to declare the functions so that it can exercise a high control functions and allow the industry performance even better and resources it is fully exploited. In the declaration of functions should define the different jobs, plus organize and be ranked, then describe each of the functions that are part of the organization chart and responsibilities stipulated centers.
Job description:
√ General Manager:
The general manager is the key person within the organization for regular maintenance and efficient business operations. Responsibilities vary by industry; in our industry CEO would be responsible for different types of activities, must be multi-functional because doing various activities in our organization must take charge of buying supplements or products that will be used to provide the service, you must also make agreements and commercial businesses to maximize profits, you should also verify that the general coordinator is doing its job well and finally, the general manager is responsible for the collection of employees.
√ General Coordinator:
The general coordinator is directly responsible for the team that is in charge, is meant for employees who will perform the massages, this is mainly responsible for verifying that everything is suitable for the provision of the service good, should also take care to cater to client to assign appointments and to inform the customer that is the service we provide, you should also distribute the necessary equipment to workers thus controls the handling of attachments, the general coordinator to be part of a company born to do multifunction, that too within this charge of marketing.
√ Massager: (6 employees)
The massagers are responsible for performing customer massages, are those who have direct contact with customers, so it is essential who are able to offer customers the best possible experience in the organization we have 6 masseurs to cover shifts and established and thus always have the suitable staff available to the client and as suits you according to your schedule.
1.1.3. MOTIVATING
The motivation is related to the impulses that determine the behavior of individuals, either for better or worse, in this case in the workplace, to achieve goals and objectives set by the company. There are many ways to motivate employees to perform their jobs more efficiently, Refreshing Breeze Express Spa will apply the following forms of incentives:
- Rest day because of birthday: The company will give a rest day to the employee who is in his birthday letting this person decide which day want to be free, considering it in the month of their birthday.
- Variable Compensation: If utility goals established by the company exceeded, some of these are: growth and maintenance of customer, fulfillment in sales to 105%. A percentage of surplus profit sharing to employees to encourage them to continue doing their work in the best way will be established.
- Quarterly Breakfast: Randomly once a quarter labor breakfast is undertake to welcome the employees when they directed by your kit labor implements.
- Clear objectives: Defining work objectives for the year with quarterly review, which has two-way feedback to the employee.
- Team meetings: It will develop weekly meetings with all staff to provide information and receive feedback from the different themes.
- Employee of the month: Public recognition in the official website of the company, where the company will announce the person who is developing better their work, taking into account customer feedback to service rendered will be made. The employee will receive a bonus for your personal use, bonds as: tickets to amusement parks, gift card for buying clothes, movie tickets, among others.
- Four half-days off per year: Thinking about the needs of the employees of the company, will be granted two days off over four half-days to be paid, so they can perform personal errands.
1.1.4. STAFFING
Personnel management/ human resource management:
With the commitment and the professionalism of our employees we will offer a better lifestyle through relaxation, leisure, comfort and serenity. We ensure excellent services and satisfaction.
We can assure this as our employees will be going through a selecting process with different filters and additionally to this we will be enhancing and sponsoring further training and development to make sure they are at the right level of excellence, furthermore it is of great importance that the human resource management is taken into consideration as one of the keys to success of Refreshing breeze, it is one of our mayor strengths and it will allow us to have competitive advantage over others. Aspects such as the process of hiring training and firing, wages, salary and timetable administration, employee benefits, equal opportunities and safety help us ensure that our employees will be committed to our firm and hence to our customers. The general manager will be the one in charge of this process. We will guarantee this as followed:
With the commitment and the professionalism of our employees we will offer a better lifestyle through relaxation, leisure, comfort and serenity. We ensure excellent services and satisfaction.
We can assure this as our employees will be going through a selecting process with different filters and additionally to this we will be enhancing and sponsoring further training and development to make sure they are at the right level of excellence, furthermore it is of great importance that the human resource management is taken into consideration as one of the keys to success of Refreshing breeze, it is one of our mayor strengths and it will allow us to have competitive advantage over others. Aspects such as the process of hiring training and firing, wages, salary and timetable administration, employee benefits, equal opportunities and safety help us ensure that our employees will be committed to our firm and hence to our customers. The general manager will be the one in charge of this process. We will guarantee this as followed:
- Our employees are going to be recruited as following: We will be sending at the beginning of each year or when required job applications with an established rough profile to universities that have as a career physiotherapy or physical therapy. In this profile people must be an adult (older than 18 years) they must have finished their career or be in the last semesters of it. Its not a requirement to be studying the while career, the personnel can be also studying a technical undergraduate or any other preparation with in the area. We will be posting job advertisements in the social media, such as Facebook and twitter but additionally we will be posting job advertisement in the newspaper. All the necessary information will be provided so that the possible interested employees can submit their CV.
- After recruiting and the possible employees submit their curriculum vitale CV the general manager will carefully evaluate the information provided on each job application and start a selection process, to see who fits within the profile needed, for those who do fit within this profile the information given will be verified to ensure that its real.
- After analyzing and evaluating the CV and verifying the information submitted those people would be called for an interview. The general manager and the general coordinator will make this interview. In this interview, the manager will seek further about the potential employee as a person rather than as a worker, personal diplomatic questions will be asked, for us its important to have a human side.
- After the interview some tests will be made to see the potential of the employee in a working environment, where for half a day they will show their different abilities in massages.
- The CEO or general manager will then select 6 employees and call them to legalize the hiring. For a 2 week workshop where they will be further prepared, this workshop will be given by the general manager and professional massager which will teach team different techniques for massages and how to use the products.
- Once the 2-week workshop is over the employees will be giving their time table. The time table is a semi flexible time table where each employee will be working 200 hours per month, they will receive a pay of one legal minimum salary corresponding to the Colombian government, right now its in $644,350,000 (Ministerio de Trabajo 2015) They will have a free day every week which will be changing for every week, as shown in the figure.
- Every 3 months there will be a training session for every employee, updating him or her with new techniques and helping them learn more about how to improve and satisfy the customer. These training sessions will be of two types, practical where they will be emphasizing on techniques of massages and related services, and service related, where they are going to learn how to treat the customer and satisfy their needs in an optimum and ethical way.
- When a customer books more than 2 massages per month the general coordinator will be doing a telephone marketing evaluation, where the clients level of satisfaction can be measured, some questions will be asked in a way that they can be measured and tabulated, assuring that the employees are being efficient and we are accomplishing their needs and our mission, to be able and improve if not. This will be a form of evaluation and control. In the web page customers can also right any complains or reviews about their service, this will help us improve our firm. Those employees who have a good rating will be rewarded in different ways as specified in motivation, with in those reward they will be giving not only bonus but also other rewards. There will be a month employee, which will be given a batch to wear.
- If for any reason the employees aren’t responding as they should they will be going through a testing and evaluation period where the CEO will then determine if they should be dismissed or how can they be helped.
The general manager will also be administering the company rules, wages, policies and employee benefits and collective bargaining unions. The employees must accomplish the given schedule. The one shown above, they should arrive on time. There will be a main branch office where the CEO’s office and coordinator will be located and where each employee will be arriving for each work day to receive the working material and the time tables of the daily bookings.
To start with the firm will be acquiring 2-second hand motorcycles (from approximately 4,800,000 each www.moto.com) which will be pay in a long term, the keys for each one will be given to each employee depending on the demand, distance and booking. If for any reason in an extreme case there is a lot of demand we will be making use of public transportation and it will be company’s expense, this will be only whilst we start growing and acquire more capital to buy other motorcycles. The coordinator will be monitoring the gas of each motorcycle and will make sure the employee doesn’t abuse.
At the end of the day, the employees must go back to the office (this office will be rented and located in a central place) and give back all the material used. The coordinator will check that all the material is in a good state and will refill it if necessary and hence leave them placed for the cleaning service to clean.
The employees will have uniforms, which will be given as endowment 3 times a year as the Colombian law states, (Ministerio de Trabajo) they will be given 6 uniforms throughout the year, the uniform consist on a coat.
Each employee will be pay a minimum legal wage corresponding to the Colombian government, right now its in $644,350,000 (Ministerio de Trabajo 2015) and we will be covering all the compensating stated by the law, such as health, transport subsidy, among others. The CEO will receive a 2 minimum wage which corresponds to $1,288,700 and the general coordinator will receive a wage of $966,525. This wages are a starting wage, which may increase as the firm grows and the firm acquires more capital. The CEO will be in charge of collective bargaining with unions to create alliances and receive raw material in a really low price. The operational senses such as the trainings, the rent of the office, the gas, and others will be responsibility of the coordinator.
1.1.5. CONTROLLING
- Quality control:
- Financial control:
- Inventory control:
- Expense control:
- Rewards:
- Sanctions: