Item No 1 Key Issues and Recommended Actions He needs to introduce himself to the team and give a quick overview

of what he expects in this branch. He should be arranging meetings with each of his team leaders to make sure they know what they expect of him. Fred should be organising them. Also, ask Stuart why the Sales Exec position hasnt been filled up already and tell him to start recruiting urgently as sales will go down if Penny has to do too much work. It may affect the morale of the team if there is too much work to do.

High Priority

Item No 2

Reply back to the email, thanking Sarah and that you are delighted to have such an opportunity. Email her asking details of what happened with FINCOM and from there work out how to avoid another visit by making sure everyone is up to date with the current procedures.

Medium Priority

Item No 3

Send an email to everyone saying that you have received the figures and to keep pushing and reach those targets.

High Priority

Since more detail is required to analyse the figures, make sure Vikram gets it to you ASAP as after that, he can make a judgement on who he needs to see first to improve the sales figures and who needs the most help.

Item No 4

Meet with Penny to see what the reason was behind Simons resignation and what she could have done better to keep him. Because Sarah stressed that they need to retain the talented graduates, ask Penny what they were doing wrong. Make sure everyone knows that Alex is willing to develop them, especially after Simon left and also because of the survey results which shows that there is not much career development. In the meetings, he can discuss what each employee would like to personally develop and after that, he can tell the team leaders to make a plan according to what each individual wants

High Priority

Item No 5

The survey has shown that staff is not happy in the position they are currently in. Since he needs to read the whole survey to get a good idea of what needs to be done, he should email the HR department to get a full set of results. Make sure he has meetings with all his staff to address

Medium priority

concerns.

Item No 6

The web pages show that things are done differently in other Low Priority branches and maybe we should look at the possibility of implementing them at our branch. Prizes for employees meeting the targets could be a good way of improving sales figures in teams. Branch rotation is a good way to experience other branches and get feedback on how we could do better but be careful not to disrupt the teams

Item No 7

Ensure that Fred sets up meetings with each of the team leaders to discuss their performance. Give Penny credit for the way she has achieved the sales targets and the manner she is going about it. Discuss with her what she could do to pass knowledge and improve their team sales, particularly Shantis sales. In the team meetings organised by Fred, make sure to tell Shanti to focus on Sales and not anything else as the main priority for this branch is improving sales in this current economic climate.

Item No 8

Sarah states in her email that she doesnt want any problems from FINCOM. This matter needs to be dealt with quickly before it gets out of hand. He needs to email the customer saying they are sorry and emphasise that we are focusing on customer service. Speak to Sarah about the possibility of removing the insurance and paying back the redemption penalty Alex needs to have a word with Marie and remind her about FINCOM guidelines and to correctly identify customer needs. Also make sure if she hasnt sold the insurance to others who did not need it.

High priority

Item No 9 Key Issues and Recommended Actions

Priority (High, Medium or Low)

Item No 10

Priority (High, Medium or Low)

Item No 11

-Because of the queues on Saturday and Pennys team are short one member, suggest to Sarah that it would be a good idea to hire someone to work on Saturdays. This would reduce the queues and also help Penny focus on Sales. -Emphasise the importance of working as a team by meeting both Paul and Penny. Explain to Penny that it may sometimes be needed to step in and help the team out. Tell her to go to the compliance meeting as it is important she does, so that we do not get another complaint from FINCOM.

Medium

Item No 12

Make sure everyone attends the compulsory training; get Fred to book the requests for the workshops ASAP to avoid disappointment. Each employee, Team leader, sales exec and graduates need to attend their respective training course. Since the branch is having trouble with FINCOM, is is a good idea of emailing the employees about the importance of this workshop. If needed, Fred can liaise with the team leaders and sales exec to find out what additional traning they would like to go to. Ensure that they make the most of it and attend if they want to develop through the company.

High

Item No 13

Priority (High, Medium or Low)