Transcript Busniess Functional Areas

Klarissa Sadler
Business Functional Areas
Business Functional Areas
Human
Resources
Finance
Customer
service
Research &
development
Business
Administrations
& IT support
Marketing and
sales
Operations
Human resources
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Recruitment
Thorpe park hire staff to work for them. They do this by advertising on their website and then setting up an interview and then picking the best out of them all.
Retention
Thorpe park make it fun for their staff so they have fun whilst working Eg. Giving them discount cards so friends and family of the worker can get cheaper tickets.
dismissal:
Thorpe park could fire staff for being late all the time, being rude to customers, smoking on site or just not doing their job.
Working conditions:
Thorpe park make staff sign a contract so they get what they deserve and making sure employee’s are happy and getting what they deserve like sick pay, holidays,
wages, hours of work, maternity ect.
Training, development and promotion:
Thorpe park staff are sent on a training course before they start their job to make sure they are hiring the right person for the job.
development
Thorpe park have meetings once a week or so, so they can discuss things that are going on and update the workers for information that they need to know.
promotion:
Thorpe park will give you higher position in your job if they feel you are doing well at it and think you could get more out of what they can offer.
Employee organisations and unions:
Thorpe park have a head of each group and they will meet up and make sure ever thing is running okay and the workers are happy with what is happening.
Healthy and safety:
Thorpe park have to make sure the area and conditions are safe for workers and customers in case of an emergency.
Human resources – training
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Ad-hoc Training
Team Building
First Aid at Work
Seasonal Team Leader
Time Management
Briefing Workshops
Train the Trainer
Communication Workshops
Motivate to Retain Workshops
Thrilling Service Workshops (Refresher on customer service)
All the training that is carried out at THORPE PARK is done with the individual, their team, the
business and our guests in mind.
Production
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Ordering (often buying) stocks of raw materials from approved suppliers.
Thorpe park buy the materials and suppliers which they need to help run their business.
Storing and checking the store of raw materials.
Thorpe park get new materials and it is stored so all their materials are together while a
person checks everything to make sure everything is okay and working properly.
Planning production schedules to maximise machine capacity and staff levels.
Thorpe park plan what time staff start and make sure there is enough staff to do what is
needed . They also make sure all products are ready and plan things which they think
can help the park.
Producing or assembling the finished product.
Thorpe park make sure that they have new rides and all finished products are working.
Checking production is on schedule and resolving delays or problems.
Thorpe Park Making sure everything is working and any deliveries come on time.
Checking the quality of the production throughout the production process.
Thorpe park check to make sure everything is working correctly.
Packing and storing the final products before distribution
Thorpe park only make things that they are going to use or sell inside the shop.
Scheduling routine machinery inspections and maintenance.
Thorpe park check to make sure everything running smoothly and fixing it if there is a
problem.
Carrying out repairs to machinery and equipment as required.
Thorpe park make sure they repair equipment and machinery.
Finance
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Concerned with money and future plan.
Knowing how much money the business has so they make plans for the future.
Thorpe park will get together and make decisions on what they feel is going well
and what will pay Thorpe park a lot of money. Shelagh looks after the purchase
ledger and makes sure that all the suppliers invoices are loaded on to a accounting
system. Authorised by the right people and paid on time. She also makes sure that
Thorpe park as a business gets paid and that it also pays the bills.
Preparing accounts, eg. Invoices, management, accounts, financial accounts for
share holders and inland revenue.
Something thing the business will send you when want to be paid, how much the
business loss. Profit and revenue they do, Work out your tax for the government.
Thorpe park has to pay a large amount of money to the government and they
have to keep a record so the know exactly how much they have paid. Roger
controls the sole leaders, he makes sure that their trade clients and that they pay
them what they are owned.
Preparing wages and salaries.
Obtaining capital and resources, eg. Money for expansion or to pay for resources
such as equipment and materials. Thorpe park will buy equipment and resources
that they will need.
Marketing and sales
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Carry out market research to obtain feedback on potential and existing products and/or
services
Using a survey to find out what you like and dislike about that park to help them improve.
Analysing market research responses and advising senior mangers of result and implications
go to the manger to make a change on what Thorpe park thinks will help improve the park.
Promoting products and services through a variety of promotional methods eg. TV, radio,
online, press, direct mail, sponsorship, trade shows, exhibitions
Doing advertising eg. TV, radio, exhibitions, posters and online.
Obtaining and updating a profile of existing customers to target advertising and promotions
appropriately
Take your personal details so they can contact you with adverts and offers.
Producing and distributing publicity materials, such as catalogues and brochures - Make a
leaflet/brochures and send/give them out.
Designing, updating and promoting the company website
Design/make the website and making sure it looks good.
Organising sale promotions
Thorpe park gives you offers for example five pounds off next visit.
Responding to customer enquiries
Answering customer questions or worries they might have
Selling the product over the phone, online or face to face.
Thorpe park offer sales and sell items over the phone, on their website or to peoples faces.
Preparing quotations and estimates for customers
Thorpe park will get a price before you actually go to Thorpe park so you can get an estimated
price of what you will have to pay during the day.
Marketing- the 4p’s
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Product:
To help recognition – If a customer recognises a brand they will trust and buy that product eg.
Saw, stealth, shock wave, storm force 10 and others.
To make the product different – Thorpe park has a brand to help attract “thrill seekers.
To create brand loyalty – If people go to Thorpe park and enjoy it they are more likely to go
back.
To develop a brand image – People go to Thorpe park for the thrilling rides, this is a brand they
have created.
Price:
Competition based pricing – Thorpe park is influenced by rivals when setting prices (eg.
Chessington, Alton towers and many others) The price is set to be similar to avoid a price war
against other organisations.
Market orientated pricing - Thorpe park look at what is going on in the market when they look at
their prices. It looks at what customers are willing to pay at certain times and in certain
situations . Eg. OAP, family and group pricing.
Peak and off peak pricing - For school trips only Thorpe park offer peak and off peak pricing.
Peak – higher prices when the park is busy. Off peak – lower prices to encourage more people.
Discounts – Thorpe park offer discounts on their normal prices eg. Large groups, students,
OAP’s, schools. This makes Thorpe park appeal to many customers.
Special offers – Products are offered at some special low prices, this encourages the sale of
the product.
The 4 P’s
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Place:
Thorpe park is located on the outskirts of south west London close to junction 12 of M25.
The location has many benefits to Thorpe park:
Large workforce available
Large customer based
good transport links ( road, air, train)
area to expand if needed
Promotion :
Advertising: This involves the publishing, displaying or broadcasting of information about products and
services. It is one of the most common promotional techniques.
Examples: TV, radio, posters, newspaper, internet, magazines, public transport.
Direct marketing: Involves sending information direct to peoples homes.
1. Direct mail – sending letters to people through the post.
2. Telemarketing – direct selling over the phone.
Public relations: Thorpe park wants a good image with the public.
They give media information that is then portrayed by the public.
This can be TV, newspaper both local and national.
Personal Selling: Thorpe park uses personal selling at special events, it is selling face to face. Example: fright
night - selling masks and glow sticks.
Sales promotions: used to encourage people to buy products, aim to give a short boost in sales.
Money off vouchers
discounts
competitions
PR promotions
combination offers ( Thorpe park and Anchor Butter)
Research and development
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The initial stage involves looking at the current and future needs of both customers and
suppliers - getting their feedback, asking for their views and perhaps carrying out independent
market research.
Thorpe park does this by running online surveys on their website to see what their customers
think they should do about something .
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Potential modifications to your product or service and assess whether such changes are
realistic – Thorpe park consider to develop things like Development and future planning,
Lockers, Site maintenance excluding the ride areas, New land construction, Landscape
construction and maintenance, Community relationship.
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New products or services and assess whether they would be commercially viable- making
sure each ride is safe and making sure that people enjoy it.
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Improvements to business processes that will benefit customers – lockers, rides and areas
around rides, the landscape and the way it looks , build land because its on an island, they
must also look at things they can improve things that it already does, like food serving,
queuing, customer service and ride safety etc…
Administration
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Collecting, distribution and dispatching the mail – Thorpe park will have a department that will handle
sending out letters, replying to letters and sorting out letters into categories.
Storing and retrieving paper and electronic records – Thorpe park will have a department where they
will keep data to things that are important such as dates they got rides, when they broke down and
more so that they can run a scheduled check on them.
Organising meetings and preparing meeting documents – Thorpe park will have to arrange meetings
so the heads of each department can update and answer any queries they might have.
Responding promptly to enquiries – Thorpe park will have to reply to many thing like invoices, bills
and just general mail.
Preparing documents using words processing, spreadsheet and presentation packages, such as
PowerPoint - Mangers will have you use word for important reminds, use spreadsheets for
calculations and PowerPoint's for school trips or staff meetings.
Researching information – Thorpe park will have to research things like new rides and if they can
afford to and if there is enough room in the park.
Sending and receiving messages by telephone, fax and email - Thorpe park use telephones, fax,
emails to get information to other staff or people that need it.
Making arrangements for visitors - Thorpe park make arrangements for people, schools ect. To go to
the park.
Making travel arrangements - Thorpe park help make travel arrangements so people can get to the
park
Purchasing supplies of office stationery and equipment - Thorpe park office will but equipment to last
them. They use for staff, meetings, rides and other stuff.
Making arrangements for events, such as interviews or sale conferences - Thorpe park don’t really
sell outside the park they use their website to get out message to people.
Customer services
Answering customer enquiries about products and services – Thorpe park have an
information office where people can go and ask questions if they need help or have any
worries.
Providing specialist information and advice to meet customers needs – Thorpe park
have boards inside the park that show maps, where first aid kits are, where toilets ,
information desks ect.
Solving customer problems – Thorpe park have an office where people can go and seek
advice.
Providing after-sales service, including replacing damaged goods, arranging for repairs
or for spare parts to be obtaining and fitted – Thorpe park buy tings they need yearly but
if they start to run low they have to order them from a company and wait fir them to
deliver. They have people at the park who can repair parts so it will be repaired as soon
as possible.
Dealing with customer complaints according to company procedures – Thorpe park deal
with peoples complaints but if it is too personal they have no choice but to escort them
out of the park.
Analysing records of customer complaint to resolve problem areas – Thorpe park keep
records of complaints and have a team to try and prevent these this from happening
again such as long queues, lost property or loud noise for people who live around the
park.
Using customer feedback to improve customer service and satisfaction - Thorpe park
will keep a record of the complaints and make notes of how they resolved it so that they