Case Study

Refer to attach Case study.

In a position of leadership, you must clearly define what is expected of others in work tasks. Employees will have roles. How these are carried out each day will be subject to workloads and task requirements. It is important to have a clear understanding of the organisations employee structure and hierarchy, along with roles and skill requirements.

Lyric sells goods so it must arrange distribution of the goods from its warehouse. Apart from the warehouse staff roles, processing customer orders includes the following:

• Role 1 - Process customer orders. Staff member must process customer orders by recording these on the customer orders system; once done, they must then notify the person producing the customer sales paperwork that the records are ready to be accessed. Orders must be processed in batches to ensure they are passed to the warehouse team in a time-efficient manner.
• Role 2 - Prepare paperwork Staff member must produce customer sales invoices, address labels and other sales paperwork for the warehouse team to prepare the goods for dispatch. These must be printed and collated, so each order has the correct paperwork prepared. Once produced, they must pass the paperwork to person in Role 3.
• Role 3 - Provide paperwork to pickers Staff member must distribute the sales paperwork to the warehouse manager who will pass it on to the warehouse pickers. Once done, they need to coordinate goods retrieval to the outbound goods area, making sure the dispatch workers are aware of the orders being sent. They must notify person in Role 1 when warehouse pickers will require further sales paperwork.
• Role 4 - Update customer records staff member must update customer records to show when goods have been sent; as goods are prepared, one part of the sales invoice is kept and one part is passed on to the warehouse manager. Upon dispatch, the warehouse manager advises person in Role 4 who records the order number, time of sending and expected delivery date on each customers record. The orders system is updated and the related paperwork is then filed in a goods sent folder in the warehouse.

For the next assignment, you are to select and delegate two of the above roles to two staff members - Bevan and Billie.

As the group leader you are to delegate two of the task roles described in the CASE STUDY - Task delegation to two staff members - Bevan and Billie. Download and complete this task delegation template: Task delegation template Download Task delegation template

For the purpose of this activity, you can assume that the workers are fully trained to do any of the four roles described.

You are to demonstrate that you can communicate clear task instructions to these two workers, as well as get confirmation from them that they have understood and can perform their duties. Specifically you are to

• assign each staff member one of the roles
• identify the skills needed to perform each of the two roles
• identify the warehouse staff with whom there will be interaction
• break down the assigned role into smaller sub-tasks to complete the supplied work break-down structure diagram. (There are spaces for eight sub-tasks, however you only need complete as many as are required.)
• gain sign-off from each staff member to ensure that each has:
  • the skills to perform the tasks
  • an understanding of what is expected of them.

Case Study Lyric is a wholesale and retail clothing business which was born from the passion of two High School friends called Mary and Rachel. The business idea was already doing great within their circle of family and friends, so they decided to start an online enterprise selling their garments. "Our mission is to deliver a quality product with exceptional price-value and superior customer service." Also, Mary and Rachel agreed on the core values of Lyric as follows: Sell the highest quality products available. Satisfy, delight, and nourish our customers. Support team member excellence and happiness. Create wealth through profits and growth. Serve and support our local and global communities. Lyric has grown and now has a staff of 35 people as well as three retail shopfronts and a warehouse. Its Human Resources department is establishing various work processes. Among them are processes for workplace collaboration between employees and managers. They know how important it is to facilitate employees' contributions and to having and managers. They know how important it is to facilitate employees' contributions and to having managers and staff work together to create processes that will achieve desired outcomes and at the same time, foster healthy working relationships. It's part of Lyric's core values - "team member excellence and happiness." The Human Resources department's roles include: maintaining employee records and payroll performing other administrative tasks as part of its role in staff resourcing acknowledging that direct work with personnel requires collaboration with managers in employee conflict management as well as in disciplinary procedures with employees acknowledging that managers must participate in performance management acknowledging manager roles in assisting with organising and facilitating training and professional development managing rehabilitation and return-to-work programs in direct liaison with staff, management and any relevant health professionals running a well-being program for all staff to access including health advice, workshops, and support. TASK DELEGATION The job roles Role 1-Process customer orders Role 2-Prepare paperwork Role 3-Provide paperwork to pickers Role 4-Update customer records Staff Name Role assigned Skills required to perform role Other roles involved in process Step-by-step work break- down structure of role. Choose the job role and it at the enter top of the process flow. Enter the smaller tasks to complete the process in the boxes below. Billie Warehouse Staff Warehouse manager Warehouse team Warehouse pickers Dispatch workers Who will Billie interact with in the warehouse to perform her role? 1, Billie, agree that I have the required skills I understand the task assigned to me. The job roles Role 1 - Process customer orders Role 2-Prepare paperwork Role 3-Provide paperwork to pickers Role 4-Update customer records Staff Name Role assigned Skills required to perform role Other roles Involved in process Step-by-step work break- down structure of role. Choose the job role and enter it at the top of the process flow. Enter the smaller tasks to complete the process in the boxes below. Signature Date Bevan Warehouse Staff Warehouse manager Warehouse team Warehouse pickers Dispatch workers Who will Bevan interact with in the warehouse to perform his role? 1, Bevan, agree that I have the required skills I understand the task assigned to me