Foundation Degree in Sports Coaching

Reflective Account SPO0026-1 Employment Client Focus

Carl Page (1008889) University of Bedfordshire

Mr. D Burns

SPO0026-1 Employment Client Focus

Carl Page (1008889) Page 2 Foundation Degree in Sports Coaching

How the Sport Industry is currently organised in the UK (BREO FD Employability Ass 1 710)

Contents

Introduction ................................................................................................................................. 2

Quality Factors ............................................................................................................................. 3

Business Principals........................................................................................................................ 5

Reflection and Exploration ............................................................................................................ 9

Conclusion ................................................................................................................................. 10

Appendix.................................................................................................................................... 10

Bibliography ............................................................................................................................... 11

Introduction

In this task is a written reflective account of the work placement with Corby Borough Council. As

includes relevant notes, observations and documentation created or received from the work place,

for example the hierarchy of staff, required previous experience, their shift work strategy, Health

and Safety guidance, code of conduct and child protection. Also the frameworks around in which

reflect are provided by the lawful and constitutional frameworks, such as the business models, client

experience, to the resourcing and human relations. Consequently the reflective account takes

collectively the theory and practice within the work place and provides the prospect of exploring the

efficiency of the employment situation with increased understanding. Whereby then assumptions

are made to discover the significant matters of being employed, for instance the essential skills and

individual traits required from the work placement.

The purpose of the work placement was

shadowing a sports development position, as

to gain experience at Corby Borough Council.

They are the local authority, known as an

administrative unit of local government. Yet

in structure of the UK’s Sport Industry the

council works with the ‘Participation’ strand

of the sports development continuum which

focuses on the foundation/grass roots level

of performers. Therefore the local

government is a great help source for sport

which promotes the neighboring area.

SPO0026-1 Employment Client Focus

Carl Page (1008889) Page 3 Foundation Degree in Sports Coaching

This is because they are part of the Public Sector which requires additional customer oriented

targets. Since their business purpose is to make certain the customer/cl ients enjoy a safe

involvement instead of aiming to increase the businesses profits. Although the councils being joint

funded since it is done by two or more organisations concerned with since being in combination of

other organisations in the sport industry. For instance the council will work in partnerships with

numerous establishments in the sport structure such as Sport England, National Governing Bodies,

clubs, schools, the School Sport Partnerships, Primary Care Trusts and other neighboring agencies to

increase participant involvement by promoting sport and healthy living with exercise.

Quality Factors

Therefore by taking into account the excellence of the client experience and customer care

satisfaction by exploring the influences which are part of the cause for positive consumer

consequences. Firstly customers, consumers and clients all come under one roof which involves its

members and visitors. As with a customer is defined as a person or company who buys goods or

services. However the customer may not be the consumer or end user of the product. Nevertheless

several diverse kinds of individuals can present customer service. Thus having to meet their

expectations and needs is essential for a business to keep running successfully. Subsequently by

assisting in developing to encourage working relationships with them, for example offering

information and support to wherever and whenever needed. This can be gained directly from

customer feedback forms such as questionnaires to let people confidentially express their views and

concerns in a clear user friendly process.

So businesses sometimes can come across an individual who has learning complications since they

require being tolerant and considerate since regularly need further time. As while exchanging with

every customer must possess decent time along with being brief whenever offering information.

Plus usefulness of straightforward verbal ability, signals and illustrations which support reasons,

whereas always whenever possible being persistent and positive. Meeting customer expectations.

Since there is no second chance to make a first impression. Subsequently bad contacts causes;

Shortage of info

Time squandering

Misinterpretation

Uncertainty

SPO0026-1 Employment Client Focus

Carl Page (1008889) Page 4 Foundation Degree in Sports Coaching

As a result offer info and guidance to the customers, through a satisfying sensible relaxed method.

This sets a positive reaction of the company given that the product or service. Additionally

consumers would like to listen to a cheerful, approachable tone of voice when speaking to someone

representing the business. Each time businesses make sure their employees follow good etiquette

such as showing appreciation to those filling in feedback forms.

Although each business acquires resources, contains materials, labour, finance, technology as

adjusts the resources into goods or services which are essential for their customers. Additionally the

sort, amount and assembly of the resources could change from passing to the needs of individual

establishments as well as being different over time. The company’s responsibility for resources

because being dependable for a large quantity on the providers for these resources. Subsequently

particular ones could influence within markets which are controlled to a considerable amount.

Equally can be natural resources are those resources which exist in the form of raw materials.

However there are non-renewable resources are natural resources (such as coal or oil) which cannot

be replaced if they are consumed. Renewable resources are resources such as forests which can be

replaced by natural environmental processes in a reasonable short period of time.

Therefore addressing the needs of individual investors and planting the seeds for a secure future.

Physical Resource is commerce items of trade or commerce that can be bought and used, as distinct

from items bought and sold in a futures market. The lease or buy choice as an alternative to full

purchasing of a constant asset known as leasing. So this consents businesses to acquire several

permanent resources, for instance the equipment, locations and tools. Subsequently includes a

lease, a person or the organisation that permits the property to one another. While leaseholder

accepts to follow certain conditions, e.g. shell out the charge at certain intervals so can keep the

resource in functioning status. Plus to complete regular renovations that aid to guard the asset.

Still the financial management it is a chunk of the financial accounting cross of the company, lately

however it has progressed in excess of years into a specialised area of its own. Since financial

resources relate to or involving money or finance. Whether the financial management profession is

sustained through the financial accountant or even a management accountant this balances a large

amount on the opportunity of the business. Thus finding sources of finance from grants to bursaries

the manger predominantly in the financial management responsibility within a business are rather

involved with increasing capital plus the controlling of the fiscal arrangement. As fiscal, relates to the

financial matters in general.

SPO0026-1 Employment Client Focus

Carl Page (1008889) Page 5 Foundation Degree in Sports Coaching

Whereas human resource is the workforce considered as a factor of production. Though the theories

“commitment” to the commerce with the development in “quality” force this has restricted higher

management group to value the enlarged importance of arranging staff for progression and their

continuing education. Likewise there’s been further recognition of the basics that consider the

ability of the workforce with the requirements of the business. The conceptions demand presently

doesn’t only require careful improvement once more also an enhanced importance on worker

development. Still certainly fussy reviewers contain seeing the quality of Human Resource

Management hence being essential that they nowadays know Human Resource Development is an

equally principal limit its own right as well (Hall, 1984; Nadler, 1984).

Business Principals

Evaluating the council’s service in the sports industry relating to sports development, leisure and

fitness industry through applies straightforward industry philosophies. Primarily businesses have to

understand what they are presenting, e.g. their service/product being delivered. This is stated in

their strategy / vision statement so all employees know what their pursing to reach their

customers/client goals. Although businesses use a framework and make analysis of their strength,

weaknesses, opportunities and threats which come from internal as well as external factors.

However they must consider that each of these have a positive or a negative effect on the

businesses development, helping to create a purposeful strategy for the business to follow.

Customer; a person or company which buys goods or services. The customer may not be the

consumer or end user of the product. Organisations draw in their customers and maintaining the

customer’s satisfaction as well. As focusing on the 7 P’s since the particular parts. Product, what the

business is marketing to their customer and reasons behind it. Price, how the business is going to

charge the product to appeal to customers not placing too high or too low. Place, where the

business is to be found as this can advantage and invite people like in busy town centre compared to

rural areas. Promotion this is how the product/ service will be encouraged in direction of enticing

the target market. People, this is essential as safeguards that the target market is provided for with

the workforce capable of labouring efficiently with the target market. Process, the businesses have

to make s certain that their provision is resourceful along with being equipped for instance including

services well continued so in case of broken resources which cannot disturb the facility being

provided. Physical evidence is the approach in which a business appears and what is being presented

to the customer as this could influence the customer’s opinion of the business.

SPO0026-1 Employment Client Focus

Carl Page (1008889) Page 6 Foundation Degree in Sports Coaching

Though a business being unique is being different from others in a way that makes them be special

and worthy of note. For example with product development is ‘the process of a business bringing

new products into the market or adapting and improving upon existing products’ (Foundation

Business, Hala Seliet 2000, Heinemann Educational Publishers, Great Britain) . Whilst with

competition and aiming to be unique they ought to be ‘one step ahead’ of the competition.

Customers for a business to become unique, they must be able to meet the demands of the

customer. Similarly offering the lowest prices, better monthly payments, this affects sales

performance. This is incredibly significant so exact aims are arranged plus being reached or

surpassed in the thriving unique business.

Nonetheless cash is the greatest LIQUID of each company resources. Since cash is quantity of, yet

not the working capital. Whereby lacking cash, businesses would come to an end from the

insufficient profit limits, with insignificant managing of working capital plus weak cash flow. As

corresponding to Confederation of British Industry (CBI) survey in 1998, 21% of company

disappointments are directly from bad cash flow otherwise shortage of working capital. Industries do

this by drawing up cash flow forecast reports which assist management and check constantly the

cash flow in the business. However the holding cash involves that the organisation could suffer the

loss of profit from capitalising the cash. Below shows a diagram of the continuous cash flow of

money within the business.

Nonetheless businesses regularly have to remain competitive, hence adjusting and developing which

aids to maintaining their product/service is presented. For instance each business undertakings from

the founding of the establishment over to the transaction of the product/service to the customer

they are affected through laws. As lawful situations in which industries present and work changes

Continuous cash flow into and out of a business organisation (2002)

Resources used to make goods and service

Goods and services sold for cash

Used to acquire resources

Cash

SPO0026-1 Employment Client Focus

Carl Page (1008889) Page 7 Foundation Degree in Sports Coaching

Customer Experience Pyramid TM Colin Shaw

and John Ivens, Palgrave Macmillan, 2002

when moves with the time. Also is significant effect on organisations of each size and in every sector,

since demonstrated by the analysis of several of the leading regulations governing the connection

amid the business and their customers. Additionally the positioning of the business is centered on a

mixture of numerous aspects;

The accessibility and the price of labour are significant subjects which influence site choice.

The convenience of raw resources and the closeness to them as well.

The fee for plot and land charges as vital for equally the industrial and non-business

organisations.

Particular neighborhood concerns are taken into account.

However the managing of employees successfully and efficiently, e.g. recruitment which involves the

planning, recruitment and selection of staff and issues relating to equality, diversity and work life

balance. Although for quality assurance there is numerous issues which require to be taken into

account. ‘The effective use of a business’s resources without waste of time or materials’ (Foundation

Business, Hala Seliet 2000). Hence organisations incorporate a formal system for employee

evaluation to assess the contribution of individuals. Whilst the importance on speed of service, as

the customer aims to be contacted and exchanged with in the straightest amount of time needed.

Plus it is vital that the employee’s behaviour is appropriate to the place of work, since comprises of

being trained and following set orders. For example making certain that the employees abide by the

code of contact such as the correct dress code followed.

Although with The Customer Experience Pyramid TM it

presents the way of concentrating in the organisation

on the equal customer experience. Plus offer the

method for everybody recognising the component that

they independently require to play when structuring

fine customer experience. This provides a viewpoint

into ways of spacing the customer experience into

handy amounts which allows for simpler running.

Furthermore it explores the main structure frames

which maintain service of approved objective

execution and the feeling that are suggested.

SPO0026-1 Employment Client Focus

Carl Page (1008889) Page 8 Foundation Degree in Sports Coaching

Despite this businesses would be shocked with the total of customers which are lost annually. Thus

to manage customer expectations, customer service and client experience using Peter Honey (1988)

customer satisfaction flow chart. The businesses importance to check the transaction data which

displays once customers is being lost. Therefore using this statistics a company could subsequently

prepare ways of challenging this tendency and continue balanced or rising customer foundation. Yet

key parts of customer service which support customer retention is:

Frequent contact

Individual provision

Measures for trouble

Valued service or goods at sensible costs

Educated employees

Conversely businesses have different aims and objectives to reach; the process of goal setting

involves using the SMART Principal. Specific, this processes that businesses have to be relating to the

set duty. Measureable, gathering and understanding the statistics, so new objectives can be

comprised. Achievable, these objectives are agreed in a way to be attainable, if not the inspiration

stages will fall directly to the individuals being unproductive and not reaching the consequences.

Since the objectives will simply be succeeded through pulling their weight. Realistic, the aims

prepared thought ought to be sensible too or else they will not be experienced. Time-based Targets,

this is so that the business or their staff is sure to doing something to it. Achievements/ Awards,

providing fine excellence products and providing a great quality customer service could advantage of

the business being victorious in those parts receive awards. Therefore gain the increased respect of

the business also improves the approvals from their customers. Additionally could well snowballing

effect by amplifying approval with clients over their competition.

1. The product of service

2. The behaviour

3. Customers’ needs and expectations

4. Customer satisfaction or dissatisfaction.

Peter Honey (1988) Customer Satisfaction

SPO0026-1 Employment Client Focus

Carl Page (1008889) Page 9 Foundation Degree in Sports Coaching

Additionally with their exposure it is promoting themselves and the organisation, by encouraging the

advantages of sport and regular physical activity. This is done by marketing special events, from their

methods of promotion, marketing and advertising. So companies for example section the

marketplace through buyer behaviour. Continuously being distinct on their particular aims and how

they are going to overcome them with accomplishments. Similarly essential to operating a database

which registers complete material, so make certain employees are accustomed to the software too.

Besides continually making sure the positioning of advertisements are in full view.

So businesses use promotion is the act or process of making a product, cause, or organization more

widely known or more successful. Whereas marketing known as the business activity of presenting

products or services in such a way as to make them desirable. Even with advertising the public

promotion of something such as a product, service, business, or event in order to attract or increase

interest in it. Consequently businesses make use of various media from one way communication to

two way communication which can been seen in Table 17.1

One way communication Two way communication

Advertising Public relations Sales promotion Direct marketing Personal selling

Newspapers

Magazines

Journals

Directories

Radio

Television

Cinema

Outdoor

Annual reports

Corporate image

House magazines

Press relations

Public relations

Events

Lobbying

Sponsorships

Rebates and price

discounts

Catalogues and

brochures

Samples, coupons

and gifts

Competitions

Direct mail/database

marketing

Internet marketing

(WWW)

Telemarketing

Sales

presentations

Sales force

management

Trade fairs and

exhibitions

Reflection and Exploration

Nevertheless my reflection on the work placement is how I gained and improved existing skills,

qualities and knowledge needed for the job. This came firstly from learning to increase productivity

Typical Communication Tools (Media) Table 17.1

SPO0026-1 Employment Client Focus

Carl Page (1008889) Page 10 Foundation Degree in Sports Coaching

as would come from taking a team approach to advising clients on the right investing strategies and

develop a sound financial plan. So this then helps for better accounting practices. Although

discovered there are regional advertisements guidelines and production policies which openly effect

the assortment of means and matter of advertising information. Hence the importance input of the

factors of production which can be used effectively to produce a good or service.

Conclusion

Therefore I now have considered the characteristics of the services provided by the council and

increased my knowledge through reflecting aspects which add to definite client product/service.

Since the connection of the sport structure from the previous assignment, whereby the work

placement fits into the participation strand of the UK sports continuum. This is done by underlying

company values to create an account of the local authority’s assistance contribution to sport

alongside the principles of fine performance as well. Through the management of good diverse

quality factors such as client experience and customer care, plus the resource management of

physical (material), financial (fiscal) and human too.

Therefore my increased insightful report investigated into the employment placement with the

relevance of important standards and theories discovered. For instance the understanding from

knowing what they are offering, to regular goal settings with methods of exposure plus how the

business is able to adapt/progress. Finally reflected and explored the possibility how I had gained

new skills/qualities/knowledge through going on the work placement. Consequently discovered the

necessary steps needed if wanted to pursue it as a full time job.

Appendix

Corby Borough Council Sport Development Induction Pack

Corby Borough Council Business Card

Corby Borough Council Compliments Slip

Corby Borough Council Free Access To Sporting Talent

List of Schools within Corby Learning Partnership

Devolved & Non Devolved Contacts Updated December 2009

Corby Borough Council Wages Sheet

Corby Borough Council Sport Unlimited Tennis Poster

Corby Triathlon Club Poster

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Carl Page (1008889) Page 11 Foundation Degree in Sports Coaching

Sport England Physical Activity Questionnaire

Northamptonshire Coach Scholarship Scheme Nomination Form

Northamptonshire Coach Scholarship Scheme

S.H.A.P.E Planning Sheet

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