Assessment Cover Page BSBADM502 – Manage meetings Student Declaration To be filled out and submitted with assessment responses ◻ I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s). ◻ I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me. ◻ I have correctly referenced all resources and reference texts throughout these assessment tasks. ◻ I have read and understood the assessment requirements for this unit ◻ I understand the rights to re-assessment ◻ I understand the right to appeal the decisions made in the assessment Student name Batmunkh Jamsran Student ID number 41914 Student signature Batmunkh Date 5/10/2019 Task Number Task 2 Appendix 1 – Meeting participant evaluation Form Student name Batmunkh Jamsran Strongly Agree Agree Neutral Disagree Strongly Disagree The meeting started on time. X The meeting purpose was clear. X The chairperson kept discussions focused on achieving the purpose of the meeting. X The chairperson maintained control of the meeting throughout the duration. X The chairperson ensured all participants were involved in discussions. X The chairperson facilitated the problem-solving activity to resolve any issues. X The chairperson facilitated decision-making to ensure required decisions were made. X The meeting followed the agenda. X The desired outcome for the meeting was achieved. X The meeting concluded on time. X General feedback regarding the way in which the meeting was conducted: The meeting purposed was achieved as all team members had a clear understanding of the subject discussed. All participants were on time and prepared with supportive documents and research. Appendix 2 – Minute-taker evaluation Form Student name Batmunkh Jamsran Strongly Agree Agree Neutral Disagree Strongly Disagree The chairperson clearly explained the meeting purpose and the expected outcomes. X I was provided with a list of the attendees and their roles prior to the meeting. X I was provided a copy of a minute template to use to record the meeting discussions. X The chairperson explained any organisational requirements/conventions for recording the meeting minutes. X The chairperson explained the required method for recording meeting notes and their expectations with regards to the level of detail of information recorded. X I was provided with examples of previous minutes to assist me with understanding what was required. X It was clear to me what was expected. X General feedback regarding the information you were provided regarding taking minutes for the meeting: The information provided was relevant for the meeting purposes. The content discussed was based on the company objectives and aligned to the expected outcomes. Meeting Minutes Meeting minutes Date: 2019.09.28 Meeting Title: Marketing strategy. Time: 11am Tim Davies (CEO) Jayne Dashiell Ruth Crabbe Gareth Singh Jack Macquarie Peter McKenzie Jonathan Redmond Frank Goudie Bae Ahn-Bartle Location: Meeting room 2 Chair: Tim Davies (CEO) Minite-Taker: Jayne Dashiell Open Meeting Objective of meeting Marketing strategy Apologies: - ITEM TOPIC PRESENTER DURATION 1. Open meeting Chair 5mins 2. Objective of meeting Chair 10mins 3. Appologies Chair <5mins 4. Agenda items Develop a media plan Identify your primary target audience Assign roles to your team for the launch Write a press release Frank Goudie Bae Ahn-Bartle Josh 40mins 5. Arrange next meeting Chair 5mins 6. Close meeting Chair 5mins № Description of Issue & Progress Actions/Decisions Responsible Person Date Finish 1 Develop a media plan Bae Ahn-Bartle: Define and write down your objectives. What will your public relations campaign be designed to achieve? Do you want to: Establish your expertise? Build goodwill with your customers, suppliers, or community? Create and reinforce your brand and professional corporate image? Frank Goudie: Customers prefer to be heard. They favor to be aware of you are listening. They desire to understand that you have an hobby in what they have to say. Treat Your Employees as Your First Customer Happy employees suggest glad customers. The attitudes and behaviors of your employees will determine your consumer provider and satisfaction. Employees ought to be put first in advance of customers. Treat clients as individuals The widespread method to marketing was dividing customers into segments and using broad demographic assumptions to serve them. Marketing has gotten a great deal personalized, and consumer provider is following suit. Frank Goudie 05/10/2019 2 Identify your primary target audience Jonathan Redmond: Who are your current customers, and why do they buy from you? Look for common characteristics and interests. Which ones bring in the most business? It is very likely that other people like them could also benefit from your product/service. Josh: Given the current state of the economy, having a well-defined target market is more important than ever. No one can afford to target everyone. Small businesses can effectively compete with large companies by targeting a niche market. Josh 05/10/2019 3 Assign roles to your team for the launch Ruth Crabbe: How you would allocate roles and responsibilities to individual members of your team? Peter: Identify all the tasks that will be needed to complete the project. Allocate tasks evenly amongst team members, making use of team strengths or areas where development is desired. Ensure agreement from team members to taking on specified tasks. Peter 05/10/2019 4 Write a press release Peter McKenzie: What are some ways that organisational structure could affect the delivery of customer service? McKenzie: Organizational shape is the approach through which an business enterprise communicates, distributes responsibility and adapts to change. According to the Reference for Business, organizational structure is how a corporation makes use of its assets to reap its goals. A agency wants to hold its shape dynamic so that it can respond to the matters that affect organizational structure. The agency that can adapt is better able to survive. McKenzie 05/10/2019 Meeting Notes Sales were doing okay, in contrast to the low-performing Customer Satisfaction. Over the next quarter, we can shift our priorities to the Customer Satisfaction to shift the balance to make it equal with our sales performance. Possible suggestions to boost our low rate is to include discounts, and/or freebies to go with the surveys. Include customer interaction more, so that the customers would possibly be more satisfied and happier with the company’s performance. Undergo staff trainings to boost employee performance as well. Take into consideration our current KPIs for the previous year as reference to know the traction that we’re gonna take over the next quarter leading to the next year’s performance. Action Plan Purpose: Establish new standards for Customer Service and increase Customer Satisfaction Rate Directions: Provide high quality Customer Service Goal: Increase Customer Satisfaction Rate and build Loyalty Action Steps Responsibilities Timeline Resources Risk Plan Step 1: Define standard for Customer Service Gareth Singh 2 21th Sep Previous database Backup files New evaluation system Online campaign Online Rating Step 2: Customer Service policies and procedures Jack Macquarie 28th Sep Company policies and procedures Legal legislations Update Step 3: KPI’s for Customer Service Peter McKenzie 21th Sep KPI’s Analysis Consulting Step 4: Strategy for increase Customer Satisfaction Jonathan Redmond 28st Sep Presentation Strategic Plan Marketing Campaign Step 5: Customer Service Training Frank Goudie 28th Sep Consulting Training Specialists Workshops Evidence Of Success Visible increase of Customer Satisfaction Rate based on KPI’s analysis and Customer Feedback Evaluation Process Customer Satisfaction Rate KPI Database from online campaigns Online feedback forms Online evaluation forms Membership Online rating Customer Reviews Dear Employees, Meeting minutees for marketing strategy. Please find the attached minute for meeting held on last meeting about marketing strategy. Those who did not attend any of meeting, please take the time to read points and problems we had covered the meeting. Regards, Tim Davies Adept Owl Games Company 42 Challenge Lane | RICHMOND VIC 3121 Ph: 03 9234 5678 Fax: 03 9234 5679 website: www.adeptowl.com.au Please consider the environment before printing this email. This email and any attachments to it may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Adapt Owl Please contact the sender if you believe you have received this email in error. greenwichcollege.edu.au greenwichcollege.edu.au RTO Provider 91153 - Cricos Code: 02672K RTO Provider 91153 - Cricos Code: 02672K