SBL Year 13 Flashcards
12/06/17
State factors preventing a business from having correct number of staff
Bad reputation
Too low wages
Imbalance of costs
12/06/17
What is meant by outsourcing
This is a practice which involves the use of a third party (supplier) to provide services rather than have people employed within the business/organisation to do them
12/06/17
What is the difference between off-shoring and outsourcing
Off-shoring is when the work is done overseas but outsourcing is when someone else does the work for us
12/06/17
How can outsourcing reduce costs
Save money on training and wages, as and when
No recruitment process
No contribution towards employee benefit
Reduction of line managers
12/06/17
Advantages of outsourcing
Reduces costs
Offers flexibility
Get specialism
12/06/17
Disadvantages of outsourcing
Difficult to manage as you can’t out source responsibility
Poor service if they’re outsourcing is international
Damaged reputation
Difficult to co-ordinate
Quality of work reduced
Legal disputes
16/06/17
What is a zero hours contract
A contract between employer and a worker where: the employer isn’t obliged to provide any minimum working hours and the worker isn’t obliged to accept any work offered
19/06/17
What is meant by remote working
This involves allowing the employees to work away from the business premises
19/06/17
Advantages of remote working
Can boost staff morale as they’re trusted to work at home
Less business space needed so costs can be let down
Employees save time and money travelling to work
May be less distractions at home so concentration will be better
19/06/17
Disadvantages of remote working
More distractions for employees so not as efficient
Lack of facilities at home
Some employees may do less work without discipline
Some employees will miss the social aspect of work
19/06/17
What is meant by flexi time
Doing a set amount of hours during the week when the employee wants and when the office is open
19/06/17
Advantages of flexi time
Employees may prefer a choice of hours
Work gets done but in employees pace
19/06/17
Disadvantages of flexi time
It may cost more for the business to run the office because of lights operating for longer
19/06/17
What is meant by job sharing
Where employees job share on a morning-afternoon basis or on a day-to-day basis
19/06/17
What is meant by structured time off in lieu
Where employees are asked to work longer hours during busy periods and less hours during quieter periods
19/06/17
Advantages of structured time off in lieu
Employees still get enough time off and don’t get overworked
19/06/17
Disadvantages of structured time off in lieu
Employees may become stressed and demotivated if too much pressure is put on them
19/06/17
What are the advantages of job sharing
Employees can work when it suits them
Tasks are always covered by another job sharer
19/06/17
Disadvantages of job sharing
More costs to employing 2 people instead of 1
If job sharers have managerial responsibilities, differing leadership styles may confuse staff
19/06/17
What does compressed hours mean
An attempt to provide an alternative week in terms of the number of days per week actually worked by employees (e.g. if a normal working week is 5, 8 hour days, the compressed hours week would be 4 days of 10 hours per day)
19/06/17
Advantages of compressed hours
Ease congestion
Working one day less potentially reduces commuting costs
Allows greater flexibility for employees
Reduces costs of child care
Staff morale may improve due to extra days off so productivity may increase
19/06/17
Disadvantages of compressed hours
Longer working day for employees
Productivity may decrease as the working day is longer
A greater loss of production/service provision if staff have a day off
19/06/17
What does annualised hours mean
Employees work a total number of hours for the year as a whole, with a degree of flexibility as to how these hours are undertaken
19/06/17
Advantages of annualised hours
Allows employees to use workforce when needed
Allows employee flexibility
No need for employers to pay expensive overtime rates
19/06/17
Disadvantages of annualised hours
Being on call may be restrictive for employees
19/06/17
What is meant by term-time working
Where working hours mirror term time days. The employee will work as normal during term time but won’t work during school holidays
19/06/17
Advantages of term-time working
The job still gets done, however, no work is done during holidays
19/06/17
Disadvantages of term-time working
Employees may feel demotivated during busy periods
21/06/17
What is meant by training needs analysis
This is the process of identifying the gap between current training and training needs so that employees can be given the skills that they need to do their job effectively
30/06/17
What is meant by one way communication
This usually comes in the form of an order, where the receiver has no right to reply
30/06/17
Advantages of one way communication
Quick to use
No pressure on the sender to justify what is being communicated
30/06/17
Disadvantages of one way communication
Less reliable as there is no way to check message (no feedback)
May cause frustration for the receiver
30/06/17
What is meant by two way communication
This involves both a sender and a receiver
30/06/17
Advantages of a two way communication
More effective/reliable, because the receiver is able to gain feedback
Receiver feels more motivated
30/06/17
Disadvantages of a two way communication
Takes more time and is therefore more expensive
Puts the sender of the information under pressure to explain the information being sent
03/07/17
What is meant by formal communication
This is within an organisation those that take place using agreed rules or procedures (e.g. a board meeting)
03/07/17
What is meant by informal communication
Those that are not based upon any set measures (e.g. conversations in a staff room)
03/07/17
What is the usual misconception about formal and informal communication
Formal communication is not necessarily paper based, and informal communication is not necessarily always verbal
17/07/17
What is vertical communication
This is associated with communication from management being passed down to the employees on the shop floor
17/07/17
What is horizontal communication
This involves communication between people on the same level of the organisational structure
17/07/17
What is open communication
This involves the use of language which will be understood by the vast majority of the population. It is very important if the business intends to reach a large audience
17/07/17
What is closed communication
This is where a business may have its own language for activities, procedures and components within the business. This will be understood by those within the business, but not by anyone else outside the business
17/07/17
What is meant by communication media
This refers to how the message is imparted to the receiver/(s) and involves a text message or email or face to face conferencing or fax
17/07/17
Name the 3 barriers to effective communication as identified by Shannon and Weaver
Technical
Semantic
Effectiveness
17/07/17
What is meant by group norms
These are rules or guidelines that reflect expectations of how group members should act and interact. They define what behaviours are acceptable or not
17/07/17
What are implicit norms
These are where norms aren’t always expressed or discussed. People may simply assume that certain norms exist and accept them by unspoken consent
17/07/17
What are explicit norms
Sometimes group norms are stated outright, either orally or in writing. Such explicit rules may be imposed by an authority figure such as a designated team leader
18/07/17
What might consensus depend upon?
Whether views are shared Power of members of the group The extent to which the individual needs the group Formality of the group Purpose of the group
18/07/17
What is meant by source, message and media
Source - this is the individual who is communicating a message
Message - the information that the individual wants to communicate
Media - the channel that the message is conveyed through. Eg face to face meetings, telephone calls or emails
18/07/17
What is meant by receiver, feedback and barrier
Receiver - person that the message is being delivered to
Feedback - gathered from the receiver. Through verbal and nonverbal reactions to the communicated message
Barrier - items which prevent effective communication. Important to be mindful that these can occur at each stage
18/07/17
What is the communication model
This shows us how to communicate effectively. It would help a business with poor communication to pinpoint what they are doing wrong
19/07/17
Why set objectives?
Gives the business a clearly defined target
Plans can be made to achieve these targets
Motivate employees
Enables the business to measure the progress towards its stated aims
Responsibility and accountability for objectives can be given
19/07/17
What can the business aims be shown through
Profit Increase in market share Growth Social/ethic Survival
20/09/17
What happens without clear HRM objectives?
Failure to achieve overall objectives Businesses end up 'firefighting' problems (not being proactive in thinking about issues that could arise) Business unfocused Increased costs Reputation damaged Cash flow issues Customer needs not met Breaches in the law caused
03/10/17
What is meant by organisational culture
The organisational culture of a business is the collection of values and behaviour which are unique to the environment of the organisation
03/10/17
What is meant by the physical level of culture
E.g. technology, dress code, office layout
These can be ‘seen’. The features could include focused, respectful, relaxed, professional or could be messy, intimidating and cold. There are also non-tangible aspects of organisational culture expressed through the companies vision and values. The practices of the business should match with these
17/10/17
What is workforce planning
This is about deciding how many and what types of workers are required
17/10/17
What are the factors a business needs to decide upon when choosing a type of worker
Age (ideally should be a balance) Skills Experience Qualifications Physical fitness
18/10/17
Why is it important to get the right number and right type of workers?
Meet customer needs
Be financially efficient
Avoid high levels of staff turnover
18/10/17
State the factors a business needs to consider when creating a workforce plan
Financial/budget constraints Business objectives Technology Changing needs of the business Overall increased/decreased sales Labour turnover (including retirement) Change in methods of production Unforeseen circumstance (ie natural disasters) The state of the economy Changes in legislation
16/11/17
What is meant by functions of management
The set of core activities which define the role of managers in a business environment. The four functions of management include planning, organising, directing and controlling
16/11/17
What constraints may prevent a manager from being successful?
Skill/ability to manage
Ability to make decisions
Co-ordination with other departments/managers within the organisation
Poor employee/employer relations
Structure of an organisation (centralised or decentralised)
Budget of the business
Competition
16/11/17
How might a manager’s success be measured?
Achievement of business targets Achievement of individual targets (i.e. in appraisal) Level of profit the business achieves Level of labour turnover Reducing customer complaints
21/11/17
Characteristics of a manager
Obeyed Employees feel like resources Delegates tasks Not much praise Procedural Work allocution, monitoring performance, fixes problems employees can't, rota Minimises risk
21/11/17
Characteristics of a leader
Followed
Charismatic, genuine
Makes you feel optimistic about goals
Clear about what to achieve as a team
Consistency
Explains why high standards are important
One of resources to help employees achieve goals
Strict to negative employees (flexible leadership styles)
Helps employees reflect on how to improve
Positive impact on people
Can’t teach someone to be a leader
Inspirational - encourages new ways of thinking
22/11/17
Acronym for external influences
STEEPLE
22/11/17
What does STEEPLE stand for
Social Technological Environmental Ethical Political Legal Economic
22/11/17
What is meant by a marketing objective
These set out what a business wants to achieve from its marketing objectives. They need to be consistent with overall aims and objectives of the business
22/11/17
Examples of marketing objectives
Increase sales of existing products by 25%
Launch 2 new products into the market to add at least 5% market share
Achieve at least 97% positive customer service rating
05/12/17
Diagram of buyer behaviour
Need recognition and problem awareness -- Information search -- Evaluation of alternatives -- Purchase -- Post-purchase evaluation
05/12/17
Which factors might influence buyer behaviour
Demographics Time constraints Income Consumer confidence Advertising Shop/website layout Trends
05/12/17
What are the 4 marketing models aimed at helping businesses to successfully promote
AIDA
DAGMAR
ATR
SWOT analysis
05/12/17
What does AIDA stand for
Attention
Interest
Desire
Action
05/12/17
What is AIDA
A promotional model applied specifically to advertising
It represents the steps through which your target customers must travel (from interest to purchase) through if you are to sell your product/service to them
14/12/17
Limitations of AIDA
If the cycle is broken at any point, the advertisement will not result in a purchase
Amusing or interesting promotional activities may stimulate interest in the campaign, but not the product itself
Customer many be unable to act on the desire because of financial resources
Desire might be created for the wrong reasons
Availability of the product might cause an issue
The price may discourage a purchase
14/12/17 (homework)
What does ATR stand for
Awareness (e.g. advertising, word of mouth)
Trial (e.g. value function, distribution)
Repurchase (e.g. validation of value function)
14/12/17 (homework)
Describe each stage of ATR
Awareness: in general, a potential customer will find out about a new product through advertising or by hearing about the product from other consumers
Trial: the consumer will then try to find out if the attributes of the product match the requirements that they have for the product. If the product does not match up in terms of price and performance, or if the consumer experiences difficulty in finding it, the process will end at this point
Repurchase: having bought the product, the consumer may find that it doesn’t meet expectations in any one of a number of ways; too expensive, poor performance, poor value for money. If this is the case, then repurchase is unlikely. With the purchase of expensive items, customers are likely to be contacted after the purchase to check that they are happy with the product
What does DAGMAR stand for
Defining Advertising Goals for Measured Advertising Results
Stages DAGMAR suggests a customer should go through of understanding
Awareness
Comprehension (understanding the product/ the benefits of how it differs from competing products)
Conviction (becoming favourable towards the product/brand)
Action
Step by step stages of DAGMAR
The business firstly needs to decide what the goals of the campaign are (not objectives). For example, inform customers of the benefits of a new product
The business ensures that the promotional campaign is planned with these goals in mind, so that the customer goes through the levels of understanding
The business measures the success against previously set criteria (likely objectives). For example, an increase in market share
16/01/18
What is meant by service marketing
It concerns the marketing of a service. It is a standalone topic because the marketing will have to differ from that of a product, due to the intangible nature
16/01/18
Explain the 3P’s/extended marketing mix
Process - systems and processes that deliver a product to a customer
People - the people who make contact with customers in delivering the product
Physical evidence - the elements of the physical environment the customer experiences
