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Business at work assignment on alliance and Leicester.

Extracts from this document...

Introduction

Business at work assignment on alliance and Leicester. Assignment On Alliance And Leicester For Business At Work - Unit 1 The objectives of Alliance and Leicester are: � To provide a wider range of mortgage investment, personal banking and insurance products [car insurance, home insurance etc], cash transmission services [making the money more accessible to the customer] and corporate banking facilities that is high in quality and competitive in price. � To increase the value of the stock [shares] the shareholders have in Alliance and Leicester. [To grow shareholder value]. � To become the most customer focused financial services organisation [To always put the customer and their needs first]. � To train their staff and to invest more in the training of their employees. � To build a more efficient and customer focused organisation. � To make a larger profit then in 2000. � To make larger cost savings by the end of 2003 based on the cost savings of 2000. Alliance and Leicester are achieving these objectives by making sure they put the customer first by making their products available through a larger range of convenient ways to their customers. Such as Internet banking, ATMs and branches. This is followed by a high quality of personal service. Alliance and Leicester have increased the number of staff in their call centres and branch network and as this is where the staff of Alliance and Leicester comes face to face with the customers they have in the past 12 months refurbished 48 of their 319 branches. This means that about 40% of the Alliance and Leicester branch network has been upgraded in the last 4 years. Alliance and Leicester have also introduced point of sale decision making for unsecured personal loans into their branches so personal loan application customers can get an answer straight away. In the past couple of years Alliance and Leicester have focused more on selling to their existing customers. ...read more.

Middle

Management and control are based on consultation this is when managers consult their staff about decisions and take their views into account before making the final decision and not on persuasiveness this is where the manager has made the decision but takes the time to persuade the staff that its a good idea. This is how the structure, culture and management style of Alliance and Leicester interrelate. ALLIANCE AND LEICESTER QUESTIONAIRE ON COMMMUNICATION. IS THERE NEW ICT SYSTEMS BEING INTROUDECED? NEW SYSTEM INSTALLED 3RD DEC 2002 WHAT KIND OF SYSTEMS ARE THEY? NIXDORF 420 PRINTOR FLOXSCAN L 375 COMPAQ ITTEL PONTINUM 4 DO THEY HELP CUSTOMER SERVICE? YES THE NEW SYSTEMS HELP CUSTOMER SERVICE. HOW DO THEY HELP CUSTOMER SERVICE? IT PROVIDES QUICKER SERVICE FOR THE CUSTOMERS. ARE THE STAFF TRAINED TO USE THE NEW SYSTEMS? YES THE STAFF ARE TRAINED TO USE THE SYSTEMS. HOW HAS THE STAFF BEEN TRAINED TO USE THEM? THEY HAVE BEEN PROVIDED WITH TRAINING COURCES AND IN HOUSE TRAINING. ARE THE SYSTEMS MORE EFFICIENT? YES THE SYSTEMS ARE MORE EFFEICENT. IS IT QUICKER AND EASIER TO FIND CUSTOMER DETAILS? YES IT IS. WHAT ARE THE ELECTRONIC METHODS OF COMMUNICATION WITHIN THE COMPANY? THE TELEPHONE AND COMPUTER SYSTEMS. WHAT ARE THE BEST METHODS OF COMMUNICATION? THE TELEPHONE AND COMPUTER SYSTEMS. WHY? DIRECT CONTACT WITH HEAD OFFICE. HOW DO THE BRANCHES COMMUNICATE WITH HEAD OFFICE? THROUGH THE COMPUTER SYSTEMS. HOW DOES HEAD OFFICE COMMUNICATE WITH BUSINESSES THEY HAVE PARTNERSHIPS WITH? THROUGH THE COMPUTER SYSTEMS, TELEPHONE AND LETTERS. HOW DOES THE COMPANY COMMUNICATE WITH CUSTOMERS? THROUGH LETTERS AND COMPANY REPORTS. HOW DOES THE COMPANY COMMUNICATE WITH THIR SHAREHOLDERS? THROUGH LETTERS AND COMPANY REPORTS. DO THE STAFF WITHIN THE BRANCHES USE ICT TO COMMUNICATE WITH EACH OTHER? NO THEY DON'T. HOW DO DIFFERENT DEPARTMENTS COMMUNICATE WITH EACH OTHER? WITH MEMO'S, LETTER'S AND VERBALLY WHAT PROPORTION OF ICT IS USED FOR FORMAL COMMUNICATION? ...read more.

Conclusion

The finance department will have to make sure that they use the profits in the best possible way to benefit the company and the customers. They will also have to find the money to pay for the training of the staff and provide any other money that is needed. The administration department will have to make sure that all the documents are correct and have no errors that could course the customer or the business a problem. The computer technology department will have to make sure that every service they offer over the internet is always is in the best possible working condition. They will also have to make sure that any new service they develop is easy for the customers to access and that it is not too hard for the technology department staff to maintain. The marketing department will have to make sure that the way they are promoting their products and services is not misleading the customers in any way. They will also have to make sure that the products and services they develop are what the customers want and need. The customer services department will have to make sure that the customer care they are giving their customers is the best possible care they can give. They will also have to make sure that their staff are properly trained in customer satisfaction. TQM will help Alliance and Leicester to achieve its objective of becoming the most customer focused financial organisation by improving the standard of customer care. TQM helps to get things right the first time that will save the company money which means they will make cost savings and for fill the objective of making larger cost savings by the end of 2003 based on the cost savings of 2000. Getting everything right the first time for fills the objective of building a more efficient organisation and efficiency saves money and for fills the objective of making a larger profit then 2000. A larger profit means that the objective of increasing shareholder value is also for filled. ...read more.

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