Docstoc

Introducing Swaggies

Document Sample
Introducing Swaggies Powered By Docstoc
					INTRODUCING SWAGGIES

A simulated business environment for the development and assessment of competencies for learners enrolled in

BUSINESS SERVICES COURSES

Contents
Introduction .......................................................................... 1 How the Simulation Works ................................................... 1 Introducing SWAGGIES .......................................................... 2 Company Profile .................................................................. 2 Products ............................................................................... 2 Mission Statement ............................................................... 2 Key Strategies ...................................................................... 2 Product Range ..................................................................... 3 Store Locations .................................................................... 4 Role of Head Office.............................................................. 4 Organisational Chart ............................................................ 5 Role of Head Office Departments ........................................ 6 Resources built into the Simulation ..................................... 7 About the Teacher Guide ..................................................... 8

Introduction
This project is a DET VET in Schools Project. The aim of the project is to provide learners with an effective simulated learning and assessment environment to meet the requirements of units of competency from the Business Services Training Package.
SWAGGIES has been developed to meet this need. An overview of SWAGGIES and its operations

is shown on the following pages. At this stage of development, tasks within SWAGGIES cover a number of competencies from Certificate II in Business. It is anticipated that as teachers become more familiar with training and assessment within a simulated environment, that competencies from other certificates can be introduced. The SWAGGIES’ environment can also be utilised for the development and assessment of qualifications from other Business Services domains.

How the Simulation Works
Learners
Learners become ‘employees’ of SWAGGIES Head Office. They can be allocated into positions within the following departments: Accounts, Administration, Human Resources, Sales & Marketing - refer to Organisational Chart on page 5. Tasks carried out are relevant to the allocated job role.

Teacher Role
The teacher assumes the role of the employee’s immediate supervisor - refer to Organisational Chart on page 5. The teacher/supervisor assists as would be required in the workplace. A Teacher Guide has been prepared which provides guidance throughout all tasks.

Suggested Delivery Strategy
It is recommended that the class/learners be kept together during the introductory sessions to enable the teacher and students to become familiar with the simulated environment, then employees (learners) can be allocated into specific job roles.

Tasks
Tasks generally commence with the employee receiving written instructions from his/her supervisor. The employee will either be required to work independently, or as part of a team. To assist the employee with carrying out tasks, a Task Checklist is provided for each task.

Assessing Competence
A variety of assessment strategies are used throughout the simulation – observation, questioning, peer assessment, portfolio of work, reflection/self-review. Tasks successfully completed can collectively contribute towards the employee gaining competence in the respective Units.

Consistency of Performance
The employee should be able to demonstrate consistency of performance by progressively completing a variety of tasks in all four departments. The context of the tasks will vary according to the department however the competency level of the tasks will remain consistent.

e9a768e0-5908-4bf9-b649-75c680cd01e3.doc

Introducing Swaggies

Page 1

Company Profile
SWAGGIES is a growing chain of franchised gift stores retailing authentic Australiana products. The atmosphere of SWAGGIES stores is distinctive with outback themes and music creating a

pleasant shopping and working environment. The company commenced operations in 1996 with one store at Manly. During 1997 a second store was opened in Newcastle. The success of these two stores was such that it was then decided to franchise the store name and business system. There are now seven stores successfully operating throughout NSW. This year, plans for further expansion into Victoria, South Australia and Tasmania are underway.

Products
All products sold in SWAGGIES stores are Australian-made. The SWAGGIES product range includes
      Aboriginal Products Australian Art Prints Books and Maps Boxed Gifts Cards, Calendars, Diaries CD’s       Clothing Corporate Gifts Homewares Jewellery Leather Gifts Novelty Gifts     Sheepskin Products Timber Handcrafts Toys and Games Videos

The full product range is shown on the following page.

Mission Statement
SWAGGIES is committed to becoming the leading retailer of authentic Australiana gift products

by providing our customers with a unique selection of quality products at competitive prices.

Key Strategies
     Maintain excellent customer and community relations Ensure staff are trained to provide a first class service Maintain unique in-store presentation Provide expert marketing for the promotion of stores Increase the range and depth of products offered

e9a768e0-5908-4bf9-b649-75c680cd01e3.doc

Introducing Swaggies

Page 2

Books and Maps Australian Pictorials Australian Travel Guides Aust Pocket Travel Guides Australian Crafts & Hobbies Australian Literature Banjo Patterson Beaches of Australia Country Australia Images of Australia Maps of Australia Pocket Maps of Australia Australian Road Directories Boxed Gifts Aussie Tucker Packs Standard Pack Deluxe Pack Aussie Cat Pack Aussie Dog Pack Cosmetic Gifts Baby Gift Basket Cosmetic Gift Basket - female Cosmetic Gift Basket - female Cosmetic Box - male Food Baskets BBQ Basket Gourmet's Basket Swaggies Pack Sweet 'n Savoury Basket Anzac Biscuits and Tea Cards & Calendars Calendars Pocket, Desk, Wall Cards, assorted Card Sets Series A-B Desk Diaries A4, A5 CD's Alternative Ambient Children’s Country & Western Dance Rap/Hip Hop

Clothing Belts Crocodile Kangaroo Hats Akubra Buffalo, waterproof Kangaroo Shirts Bush Shirts T-Shirts (Ozzie, Aboriginal, assorted) Pants Shorts

Jewellery Handcrafted Jewellery Opal Gifts Pearl Gifts Jewellery Boxes

Sheepskin Products – cont’d Floor Single Floor Rug Double Floor Rug Cars and Bikes Car Seat Cover - bucket seats Car Seat Cover - throwover Steering Wheel Cover Push Bike Seat Cover Pets Pet Bedrug Timber Handcrafts Banksia Serviette Rings Banksia Vases Burl Platter, small Burl Platter, large Huon Pine Bowls Huon Pine Pepper grinders Paper Weights Toys and Games Canned Animals Emu Kangaroo Possum Card Games Swaggie Snap Gumnuts Cuddly Toys Cat Dog Kangaroo Koala Lamb Platypus Wombat Jigsaw Puzzles Australian animals, small/large Australian bush scenes, small Australian bush scenes, large Australian cities, small/large Puzzles - wooden, assorted Whistles - native bird sounds Videos Australian Flora and Fauna Australian Travel

Aboriginal Products Art Prints Dot Painting - Series A Dot Painting - Series B Dot Painting - Series C Bark Paintings - Series A Bark Paintings - Series B Original Paintings Artefacts Bullroarers Clapsticks Nullas Nullas Boomerangs – Black Wattle Handpainted, returning 25 cm Handpainted, returning 30 cm Handpainted, hunting 30 cm Didgeridoos Series A – soft wood 90 cm Series B – soft wood 120 cm Series C – white ant eaten 120 cm Handpainted Gifts Coasters Picture Frames Jewellery Necklaces Bracelets

Leather Gifts Adult Boots - Long Adult Boots - Long, laceup Adult Boots - Short Leather Bootlaces Ladies Handbags Ladies Purses Mens Wallets

Corporate Gifts Calendars Pocket, Desk, Wall Diaries A4, A5 Document/Certificate Frames Letter Openers Pewter Figurines Pewter Keyrings Pewter Bowls Presentation Ice Bucket Novelty Gifts Aussie Mozzie Zapper Cane Toad Purse Footrest Fridge Magnets Hotwater Bottle Cover Key Rings - handcarved wooden Stubbie Holders

Sheepskin Products Homewares Bath Towels Candles - series 1-4 Candle Holders - wooden Cleaning Products - 4 in 1 Cleaning Products - Bathroom Cleaning Products - Kitchen Drink Coasters - Plastic Drink Coasters - Gift boxed Fragrant Oils of Australia Gift Boxes – small handpainted Gift Boxes – large handpainted Hand Towels - Australian themes Soaps - handpainted Soaps - gift boxed Tea Towels - Australian themes Tea Towels – comical Ladies Hats Innersoles Scuffs Slippers Product Mens Hats Innersoles Scuffs Slippers Babies and Children Babies Booties Slippers, 2-3 year olds Hats Baby Stroller Fleece Rugs Bedding Baby Rug Therapeutic Rug Underlay

Australian Art Prints Framed Colour Prints Series A-C Framed B/W Photographic Prints Series D-F Framed Panoramic Prints Series G-I

e9a768e0-5908-4bf9-b649-75c680cd01e3.doc

Introducing Swaggies

Page 3

Swaggies – Store Locations

Head Office
361 Sydney Road MANLY NSW 2095 Tel Fax Email ABN 02 9977 5543 02 9977 5544 enquire@swaggies.com.au 12 331 002 441

Role of Head Office
The Head Office of SWAGGIES has a dual role 1 As the franchisor, SWAGGIES relies heavily on its franchises for success. To this end the franchise system is actively promoted through both print and electronic media in order to gain new franchisees. Quality and consistency within the stores is one of SWAGGIES major strengths. As part of the franchising system, stores are provided with the following a b c d e f g comprehensive initial training in the business system a business plan for operations marketing and management support strategies for advertising campaigns printed advertising material ongoing training to ensure customer service standards are maintained stock for sale

2

e9a768e0-5908-4bf9-b649-75c680cd01e3.doc

Introducing Swaggies

Page 4

Head Office – Organisational Chart

MANAGING DIRECTOR
STEVE PARSONS

ACCOUNTS DEPARTMENT

ADMINISTRATION DEPARTMENT

HUMAN RESOURCES DEPARTMENT
Human Resources Manager
LYN SINGH

SALES & MARKETING DEPARTMENT
Sales & Marketing Manager
KYLIE ADAMS

PURCHASING

W AREHOUSE

Accounts Manager
ROBERT MARCONI

Administration Manager
JANET PARKER

Purchasing Officer
MARK JONES

Warehouse Manager
JOHN LITTLE

Accounts Payable Clerk Accounts Receivable Clerk Accounts Assistant 1 Accounts Assistant 2

Receptionist Admin Assistant 1 Admin Assistant 2 Admin Assistant 3 Admin Assistant 4

HR Assistant 1 HR Assistant 2 HR Assistant 3 HR Assistant 4 HR Assistant 5

S & M Assistant 1 S & M Assistant 2 S & M Assistant 3 S & M Assistant 4 S & M Assistant 5

Purchasing Assistant MARY ANDERSON

Warehouse Asst 1 PETER HILL Warehouse Asst 2 RON LIM Warehouse Asst 3 MARK MCALLISTER

e9a768e0-5908-4bf9-b649-75c680cd01e3.doc

Introducing Swaggies

Page 5

Role of Head Office Departments
A summary of the role played by each department is shown below.

Accounts Department
The Accounts Department is responsible for the financial management of the company – this includes pricing, planning, business analysis, financial and management accounting, processing of accounts payable, accounts receivable and petty cash.

Administration Department
The Administration Department is responsible for providing reception and administrative support to all departments. The Reception area provides the first point of contact for visitors, clients and suppliers and staff working in this area are expected to create a positive image for the company. Administrative support duties include – handling company mail, making and receiving telephone calls, sending fax messages, assisting with customer enquiries, photocopying, creating documents using word processing software, creating simple spreadsheets and charts, ordering and distributing stationery supplies, maintaining both paper and electronic filing systems.

Human Resources (HR) Department
The HR Department is responsible for recruitment of Head Office staff, payroll, occupational health and safety programs, as well as training programs that will enhance employee performance and development. HR is also responsible for all franchisee training programs.

Sales & Marketing Department
The Sales & Marketing Department is responsible for developing marketing campaigns aimed at attracting new franchisees as well as managing the marketing needs of all franchise stores. Advertising material and brochures for SWAGGIES stores are prepared by the Sales & Marketing Department and forwarded to commercial printers for printing. The Sales & Marketing Department follows up leads for new product suppliers and also maintains regular contact with the existing large base of suppliers.

Purchasing Department
The Purchasing Department orders the products supplied in SWAGGIES stores together with any other goods or services required by the company

Warehouse
The Warehouse is responsible for receiving delivery of products, storage of products, and shipment of products to SWAGGIES stores.

e9a768e0-5908-4bf9-b649-75c680cd01e3.doc

Introducing Swaggies

Page 6

Resources built into the Simulation
Policy and Procedures Manual
A Policy and Procedures Manual is available for employee use. All policies, procedures and style guidelines are incorporated into the manual. Copies of Job Descriptions and stationery used within the company are also included.

Price List
The Price List (Excel) contains all product items

Database
Two database (Access) files have been set up for the company. The Swaggies database contains four tables o o o o Product Categories (16 Product Categories) Products Suppliers Franchises
(196 products) (22 product suppliers) (7 franchises – refer NSW map)

The Employees database contains one table o Employees (11 ‘fictitious’ employees – refer Organisational Chart)

Mail merge documents (Word) have been set up for: o o o Employees Suppliers Franchises

Price List (Excel) contains all products

Staff and Stores Telephone Directory
The directory contains telephone extensions and email addresses for Head Office staff. The directory also includes contact details for all stores.

Stationery
Stationery has been classified into three areas: o o o General Stationery - accessible to all Departments Accounts Department Stationery – specific to the Accounts Department HR Department Stationery – specific to the HR Department

Image Library
A library of graphics relating to products sold by SWAGGIES has been set up for employee use when developing promotional material etc.

e9a768e0-5908-4bf9-b649-75c680cd01e3.doc

Introducing Swaggies

Page 7

Teacher Guide
A comprehensive Teacher Guide has been prepared. Contents include: 1 2

Introducing SWAGGIES Preparation Required for Setting up the Simulation
An outline of equipment/resources required, setting up filing system (paper and electronic), description of files on Teacher CD.

3 4

Facilitating in a Simulated Environment
Suggestions for managing participants and tasks within the simulated environment.

Assessing in a Simulated Environment
Overview of assessment, assessment strategies, consistency of performance, task management and assessment, and developing your own tasks.

5 6

SWAGGIES Staff and Stores Directory
Copy of directory has been included for ease of reference.

SWAGGIES Stationery
Directory of all stationery together with comments for setting up and use. Hyperlinks to individual stationery items can be accessed from this directory.

7

SWAGGIES Database
Overview of database files together with fieldnames used in both Access tables and corresponding Word data files. Copies of merged documents (Employee List, List of Franchises, List of Suppliers) have also been included for ease of reference.

8 9

SWAGGIES Price List
Hyperlink to Excel Price List.

SWAGGIES Image Library
Directory of Image File structure together with hyperlinks to visual summaries of graphics.

10 11

SWAGGIES Policy and Procedures Manual
Summary of Contents together with hyperlink to the manual.

Employee Induction
This section sets out step-by-step procedures for the first two session in SWAGGIES. Hyperlinks to documents making up the ‘Employee Induction Package’ (for use in Session 1) are also included.

12

About Employee Tasks
This section provides a mapping of the tasks and related competencies, together with suggested pathways for progressing through tasks.

13-24

Tasks
Each task is contained within separate section of the Teacher Guide. Individual and team tasks are provided. The teacher information provided with each task contains the following         Description of Task Suggested Timeframe Units of Competence Covered Equipment/Resources Required Summary of Task Files Suggestions for Carrying Out Task Task Checklist Assessing Task Competency Recording Task Results



e9a768e0-5908-4bf9-b649-75c680cd01e3.doc

Introducing Swaggies

Page 8