Business Communications Course Code: BC16 Course Name: Business Communication Version: 2017 Assignment: Informal Report Materials and Resources Textbook Canadian Business Communications 2015 DDE Media Company Assignment Description Students will select a topic of their choice -from the sample topics/scenarios available at the end of this document, or a topic of their choice as approved by the instructor. The analytical report will either to solve a problem or analyze a situation, and recommend a course of action to solve that situation. This project requires students to complete internet research and analyze findings and facts. Sample Format Title/CoverPage: Include the title of the report, your name, who you are submitting it to, the date. Purpose: A statement that identifies either that the issue is a new situation that has come to light and needs to be addressed/remedied, or an on-going issue that needs to be addressed; who and what has precipitated this report.: "This report examines/addresses "." which needs to be resolved because "". The recommendation(s) outlined at the end of this report addresses/corrects the identified issues." This report is intended for " " to authorize the implementation of the recommendations.". Use the SMART principle when creating the purpose: Specific, Measurable, Achievable, Relevant, Time Sensitive. Key points: The paragraph of key points which follows your purpose, including the main points to be discussed regarding the problem/situation, identifying the sections into which the materials are organised, and the proposed recommendation.: "Given "...", this report will address ", ..." and the recommendation "..." to resolve the issue. This report will review "...". Discussion of findings: Review your key points in detail, including facts, figures, charts and analysis of the problem. Each key point is examined in detail - one key point per section/paragraph. The information flows in the order of their importance to your purpose and leads logically to your conclusion / recommendation(s). Use headings and subheadings to divide the report into the relevant sections. Use a chronological order: The current situation "this" exists because of "that"; this situation is costing us "this" or "that". Solution to this situation is "this"., measured by "this", with long term goals "these" measured by "this" Conclusion: The conclusion summarizes the report, presents the recommendation, which includes a timeline, cost breakdown, and measurables. "In response to the information presented in this report, to solve "..." the recommendation is to "... Upon implementing this recommendation/solution, we will "save/reduce ..." as measured by "...." in the next "... months/weeks" by reviewing "...and/or . and/or...." to demonstrate the "savings". We will continue to review the "savings"/"reduction" over the next "... weeks/months" to determine on-going "savings/reduction", and determine if further action is required to achieve additional "savings/reduction". Evaluation Breakdown Criteria Marks To attain full marks Comments Statement of Purpose /15 Purpose clearly defines a problem that needs to be solved Purpose is measurable Purpose is time sensitive Audience clearly defined, with detail. Writing is clear-minimum grammar, spelling or punctuation errors. Key Points /15 Key points clearly defined/ detailed and stand alone in own paragraph Key points define how research was conducted Key points clearly related to each other / to the problem Key points are related to the conclusion Writing is clear (grammar, spelling or punctuation acceptable) Discussion of Findings /15 Discussion of findings: o Organized in order of importance o Report divided into relevant sections o Headings / subheadings clearly defined for categories o Each section uses relevant facts/figures o Sections flow well/connect well with each other o Statements, ideas and assertions are concrete. o Writing is clear, with few to no grammar/spelling/punctuation errors. Conclusion & Recommendation /15 Conclusion clearly defined - why report was necessary. o Key points from report summarized accurately o Recommendation ties back to original purpose/problem and how it solves it o Recommendation summarized accurately/connected to facts/figures in the report. o Recommendation value (cost savings/time savings) clearly demonstrated, tangible, measurable o Recommendation benefits are time-sensitive (will see results in X weeks, months etc.) tangible, measurable o Recommendation results tangibly measured (On-the job reviews/ROI/ROA/surveys) o Writing is clear (grammar, spelling or punctuation acceptable). PowerPoint Presentation /15 Presentation summarizes report accurately Should summarise: Statement of Purpose, Key Points, Discussion of Findings, Recommendation/Conclusion each on own slide PowerPoint follows accepted PowerPoint principles: Rule of 6/Effective use of graphics/Effective use of transitions/animations/ Visually/aesthetically pleasing/Does not simply reiterate report Presentation to Group /20 Presented with preparedness, confidence, enthusiasm Total /95 Suggested Topic List 1. Purchase A Photocopier For Their Office o Current copier/printer needs to be replaced - office is growing, copier/printer is old o What do you need it to do/ would like it to do? o Lease vs. buy outright - pros and cons of each o Costs - brands, functionalities o Models o Lifespan o Warranties o Supplies o Budgets o Upgrading their office's software o Computer software needs to be upgraded o How many workstations o Available versions o Features you need o Support o Licences o Training o Manuals o Future upgrades 2. Planning CSR Event o Customer complaints are up 25% in the last 12 month period o Data collected from surveys, tickets tracked through Customer Support (email, letter and phone complaints) o Issues from customer perspective include poor initial service, wrong orders sent out, poor follow-up on complaints o Staff report issues as not enough staff, overloaded, improper training, no support, poor outlines of expectations of them and the customers o Losing customers, and spending a lot of money on sending out credits, free gifts etc. to make customers happy, high staff turnover, low morale o Corporate event for CSR and clients o Specify who tasks this - who advocated there is a problem? Why? (customers are complaining, losing customers etc., complaints are up) o This will be a training seminar for the reps o Will have breakout sessions with reps from client companies to specify what issues are and to brainstorm resolutions o Will need to bring in trainers, guests speakers - how much will they cost? Will need gifts for them. o Will need to provide materials o Will need to feed everyone - all day event? What will you order? From where? Cost analysis on different companies/costs o Clean up after event - will you need to have someone come in or will it be covered in cost of facility rental? o Will need to coordinate facility - on site? Off site? o Any transportation expenses for trainer/speaker o List your expense and justify each one, estimate of cost o Goal: to improve the customer relationship between staff and customers o A 25% decrease in complaints in a 3 month period and stability in the CSR Dept. o How you will track the success of the training after training? o What future goals do you want to see with reference to complaint reduction - such as on-going customer service rep training (e.g. every month/quarter/semi-annually/annually) o Internal morale strategies - low/no cost - to keep morale up - such as certificates for best results over a week/month/quarter 3. CreateA Policy And Procedure Manual o Define the department you are creating this for (Marketing, HR, AP/AR) o Define why you need this manual - high turnover? No specified procedures? Documents lost? No one person responsible for specific tasks? Department not working efficiently? o Which roles exist? AA, Records Clerk, Supervisor, Manager, Receptionist o Job description for each one o Opening/closing procedures o Dress code o Hours of operation o Privacy policy o What functions need to be covered: filing, payment schedules etc. o How many hours will you need to createthis? o What will be the end result of this? o How will you measure this result? 4. Seasonal Interns o Your department is overworked/under budgeted o More work than you know what to do with due to seasonal demand o Meeting to determine what the issue is (too much work, too few people, no budget, unexpected growth/orders) o Determined that interns solution to problem o Report will analyze: what caused the problem, what could be done by the intern, where interns can be found (high schools, colleges, etc.) o Length of project o Expectations for end of project o Projections - estimate demand and what will be needed in future to avoid this - recommendations 5. Waste Reduction Program o You have identified that your office is producing too much garbage - smelly, unsightly - customers are coming in and it looks awful o Spending a lot of money on garbage removal o Spending a lot of money on single use items/people take them home o New 0 tolerance policy for single use items o Describe 3 r's - reduce, reuse and recycle o Reinforce the reduce and reuse o Look at purchasing water bottles, cups, utensils, travel food containers - all with logos o Install a dishwasher in staff area, as well as sink o Evaluate how much is being thrown out, garbage collection etc. o Breakdown the costs for purchasing reusable items o Breakdown the costs over the next 3 months, 6 months, 9 months, 12 months in savings o Breakdown the costs over the next 3 months, 6 months, 9 months, 12 months in what company would have spent on disposable items and garbage collection o Compare what would have been spent vs savings o Address eco-footprint benefits as well o Address how this process can be expanded to other areas of the business: office supplies (buying refillable pens and mechanical pencils for staff), reduced printing etc.