Question 1 List down the six (6) steps of the program development approach. Use

Question

Question 1 List down the six (6) steps of the program development approach. Use the first two steps on the following scenarios which describe a tour company's operation dilemma and provide your solution. State any assumptions that you may use. a. It is unlikely that any overseas tour assistant will ever develop good customer service skills. b. I assumed that the new tour assistant does not value promptness, but after c. Based on my limited knowledge of business management, I recommend d. 'll try to help the new tour assistant improve her time and customer management talking to her, I think that assumption is wrong. additional training for the new tour assistant. skills. But if that doesn't increase tour enrollments, I give up. Someone else can tackle this problem. [25 marks]

Explanation / Answer

Six steps for the program development approach are:

The different scenarios of the tour company’s operation dilemma are: (Here, manager will represent a tour company )

a. It is unlikely that any overseas tour assistant will ever develop good customer service skill.

Firstly, we must define the problem. Here, the problem is that there is less probability of the tour assistant to develop a good customer service skills.

Secondly, we assume here that the root cause of the problem is that manager is developing a negative thought towards a tour assistant in acquiring the required skills which might occur due to his past experiences with prior tour assistants.

Solution. Here, manager must study the profile of the tour assistant. If she is new to the industry, manager must provide the required training to develop the customer service skills analysing the strength and weakness of the tour assistant. Alternatively, manager must talk to the tour assistant regarding her job satisfaction.

b. I assumed that the new tour assistant does not value promptness, but after talking to her, I think that assumption is wrong.

Here, the manager is having a wrong assumption about new tour assistant that she might not be good in promptness. The root cause of the problem of wrong assumption of the the manager can be his past experience with tour assistant or he might have a wrong perception that male assistant proved to be better in the said job. There might be a possibility that the manager is judging the assistant on basis her gesture and body language.

Solution: The possible solution can be that manager must improve his leadership traits particularly in perception and improving his skills regaring judging people on the basis of gender or gestures.

c. Here, the problem is that the manager is having a limited knowlege of business management or he might not possess the required managerial skills and qualification.

Solution: Here, the solution can be that as an entrepreneur he must acquire the leadership skills and managerial skill or alternatively another manager with the required skills must be appointed.

d.Here, the problem is that manager is declaring that he is not capable enough to train the new assistant.

Solution. He must develop the required leadership and training skills.

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