Instruction:
This is a comprehensive assignment. You need to read a set of facts and background to deliver a professional business portfolio, which contains four different deliverables. Please be sure you will read carefully about all the facts and deliver a high quality portfolio, if not, please don’t take this work.
1. A letter to small businesses to explain nature of support
2. Recommendation letter for the company
3. Bad News Letter
4. Cover Letter
First, please read through the background information. The specific instruction for the deliverables will be addressed after the background info.
Background:
As you will discover in reading the description for this assignment, it is based on in-basket assessment center exercises that you may face in the hiring process. These assignments are designed to let you “sit in the chair” of a manager and complete the tasks that a particular person might be required to complete. In the real world, assessment centers typically allow you approximately two to three hours to complete the required work. Keep that in mind as you complete the project since it could help you pace yourself if you are placed in an assessment center as part of the selection process for a job.
In most assessment centers, you receive only the type of information that begins on the next page. Since you have probably never completed this type of assignment before, however, additional background is being provided here.
The company involved, Professional Effectiveness, Inc. (PEI), works with a number of clients to provide Human Resources consulting including training in strategic communications, performance management and interpersonal skills. In terms of the training, they work with their corporate clients to deliver both shelf-product and customized workshops on a variety of topics related to corporate communication, interpersonal skills and HR issues. Because of the nature of the work, PEI is able to work with clients across town and across the country completing projects by working with strategic partners. One provides both translation services and cultural insights. The other recommends freelance trainers in the languages needed.
The role you are playing in completing this assessment center is that of a territory manager. Territory Managers at PEI are assigned to oversee the Client Relationship Managers (CRM). These CRMs are the individuals who work closely with each client and act as liaisons to the PEI specialists (i.e., instructional designers, subject matter experts, writers, etc.) and to the outside vendors who work on specialized projects (i.e., photographers, videographers, video editors, graphic design firms, etc.). As a Territory Manager your job is to back up the CRMs and to assure that all client needs are being met. In addition, you would be involved in evaluating vendors and in preparing presentations to generate new business. While you may not interact with clients directly on specific projects, you are available to them when they have questions, concerns or problems that cannot be addressed by the CRMs. Territories at PEI are, for the most part, assigned geographically. However, it is possible that you might deal with branch offices or subsidiaries of primary clients even when those smaller organizations are not within your assigned territory.
Again, in an assessment center, you would not necessarily have been provided with this information and would not receive additional clarification. In order to succeed on this assignment, though, you are encouraged to review the materials and contact your instructor for answers to any questions you may have.
On a practical level, you may select dates to use for your various pieces that are appropriate for the term during which you are taking the course. Also, you do not need to print the pieces in color. Save your color printouts for something else.
The final project should be placed in a mailing envelope to facilitate your pick up of the assignment after it has been graded. Since this is YOUR Course output document and represents the application of what YOU have learned, detailed instructor corrections will not be provided. Instead, an error tally and comments will be provided along with your score.
The first Deliverable: A letter to small businesses. (One page)
One of the most sought after services provided by Professional Effectiveness, Inc. is the development of customized materials that inform each client’s employees of their annual benefit options. This material includes brochures, FAQ documents, postcards, enrollment forms and other items that assist employees in understanding the nature of annual benefit choices they must make. Given the passage of the Affordable Care Act, PEI is looking to expand this service beyond its usual corporate clients to include small businesses. You are to write a letter to the small businesses in the prospective clients database that explains the nature of the support on health benefit communications PEI can provide. To help you understand the level of service PEI provides you will find comments from existing PEI clients.
Instructions:
1. Please read through all the facts under this deliverable.
2. There is a sample letter you can refer to.
3. Please quote some comments form customers, summarize some comments. Please refer to the sample.
Note:
• PEI is not in the health care business.
• Use “us” to communicate in the letter.
Information about the first deliverable:
Professional Effectiveness, Inc.
I n t e r o f f i c e M e m o r a n d u m
To: Chris Boss
From: C.S. Repp CSR
Subject: Correspondence Abstracts Requested
Date: July 30, 2015
As you asked in last week’s senior team meeting, I have reviewed recent client correspondence to draw together specific comments that led to the development of the new marketing campaign targeting small businesses. I believe they can also help us strategize ways to strengthen our customer service efforts and acquire new clients in this segment. They may also be helpful in how we promote our shelf product training to our clients. In addition to client correspondence, I included comments from prospects that chose a competitor over PEI.
While some testimonials are attributed to specific existing customers, in order for the comments to stand on their own, others are identified by the following notations: CC — current client, FC — former client, and LP — lost prospect. Also indicated is the industry in which they operate.
Questions about the criteria for selecting the pertinent comments can be directed to me. To assist in considering the comments, I have included a PEI planning matrix form. The selected comments begin on the page following the blank matrix worksheet and an example of letter content we have used in the past. While the content of that letter is specific to a given situation, it does provide an example of the tone we use in addressing our clients and prospects.
Professional Effectiveness, Inc.
Perceived Strengths Identified Concerns/Opportunities for Improvement
Professional Effectiveness, Inc.
Sample Letter Content
Dester Manufacturing is proud to provide all employees a health benefit program design that meets a wide variety of individual needs. All Dester employees must choose the benefit program that best addresses those personal needs during the annual benefit renewal period. This year’s annual benefit renewal period begins 8:00 a.m. September 15, 2015 and will conclude on October 10, 2015 at 11:59 p.m.
Dester’s Health Plan offers the employee and family members the choice of an enhanced access health maintenance organization, and enhanced access point-of-service, a preferred provider organization or an exclusive provider organization. Please note that all choices of record as of 12:00 a.m., October 11, 2015 will remain in effect for employees until the next designated renewal period unless a major life event has occurred (please see attachment 1 for details of recognized major life events).
Please refer to the company’s Guide to Health Care Benefits, Member Materials, 2015 for information on benefit coverage, coinsurance, copayment, deductibles, emergency services, grievances, out-of-pocket limits, precertification, prior authorization, reasonable charges, riders and service areas.
We recognize an obligation to our employees to assist them in maintaining their health not only as a means to be productive contributors to the firm but productive members of society. The health benefit program is the physical manifestation of this pledge.
Please take time to review your personal situation and the health benefit options to ensure you are making the best decision for your individual circumstances. Again, the renewal period runs from September 15 to October 10, 2015.
Professional Effectiveness, Inc.
Collected Comments
CC — [Consumer manufacturing] I wanted to formally express our gratitude for the work you and your team did on our updated corporate recruiting brochure. Comments from our hired applicants indicate that your discussion of our corporate culture was “on the money”. In addition, the Performance Management review we completed in the joint brainstorming session is proving valuable as we target new universities in our recruiting strategy.
CC — [Investment services company] I must tell you that we continue to have concerns about having inexperienced individuals play such a large role in the consulting work you are completing for us. That can be simply having someone junior involved in high stakes planning or it can be that your consultants become “jack of all trades, master of none.” Reconfiguring your team to provide project and subject matter expertise would certainly help us to sleep better at night.
FC — [Chemical company] We regret to inform you that we will not be renewing our contract with you. Our concerns about facing a situation similar to the onboarding problems we faced two years ago solidified our need for a broader range of support for difficult situations.
CC — [Law firm] Your training program for our junior associates, paralegals and support staff is already paying dividends. The improvement in their teamwork skills after the “Working Across the Generations” lunch and learn has been impressive. We realize that this is not something you typically offer to clients so we are grateful you were able to meet our needs in such an effective way.
LP — [School district] We were impressed with the information shared with us during your presentation. Unfortunately, as a publicly funded entity, we are unable to commit to a long-term relationship. We only wish we could take advantage of some of your best practice materials so that we could be more effective in our administrative and support personnel hiring efforts.
CC — [Mass market retailer] In our last meeting with our project team, we got the sense that you might be able to help us organize all of the HR policies and procedures that we have utilized over the years to make them more easily accessible to our staff both at headquarters and our store locations. We’re really hoping that will prove to be true.
LP — [Bank] As you know, we have significant in-house HR capabilities. It was unfortunate, then, that your presentation did not address ways in which you could supplement our own staff by providing best practices and supplemental applicant screening.
CC — [Pharmaceutical company] As is true for many companies, we are finding it increasingly difficult to find candidates for important positions who communicate well. We’re not always sure what to look for and wonder if you might have ways to help us make those determinations, especially for senior positions.
FC — [Sports franchise] Your services are impressive and your presentation for renewal was the same. We simply discovered a firm that had a more appropriate menu of services for our needs.
CC — [Automotive] When we began working with PEI, we were concerned about the ever-shifting roster of consultants who would be working with us. I have to say, though, that your system works beautifully. Our customer relationship manager, Consuela, quickly learned our unique operation inside and out. Knowing that she is the one choosing the right applicants for our internal screening really sets our minds at ease. Having specialists in so many areas available to us has been a tremendous strategic advantage.
CC — [Food, agricultural, financial and industrial products and services] We are pleased at the early reports that you will be expanding the services you provide to us. We hope that helping us improve the effectiveness of our online recruiting and initial screening will be part of the new offerings.
FC — [Government] It was a sad day for us when we had to terminate our relationship. As our budgets get tighter it just became impossible for us to maintain a full-service relationship. Perhaps one day we will be able to call on you for help in addressing specific needs.
Comments on PEI’s Health Benefit Information Materials
Baxter Manufacturing: PEI has done our health benefit information materials for the past seven years. Before PEI our HR employees were swamped with detailed questions on benefit choices. Now employees read the materials created by PEI and readily understand the range of options available to them. I would advise any firm to have PEI present their benefit package.
Longmont Metals: PEI’s health benefit information materials are colorful and very well written. They take confusing topics and simplify them so everyone understands the details. To understand the options available to you is to make good choices.
Timberfield Welding, Inc.: Quite simply, PEI is the best! Our employee benefit renewal period goes smoothly each year because our employees understand what their options are and can quickly follow through in completing the process.
Washington & Washington, Inc.: I am really impressed with the manner in which PEI explains terms like “deductible”, “copayment” and “service area.” To the average employee these terms are confusing but after reviewing PEI’s materials, there are very few questions.
Lawrence, Lawrence and Medlow, LLC: PEI employees are thorough. They understand your company and create materials that “fit” the culture and idiosyncrasies of your firm. I recommend them for any firm needing assistance with benefit option issues.
The Second Deliverable: Recommendation Letter in Business Memo format (1 page)
PEI works with our clients to serve their HR consulting needs, including training in communication and interpersonal skills. As a result, we are involved in identifying vendors who can act as strategic partners to complete any tasks that cannot be accomplished by our own staff and internal resources. While we have had great success and have pleased our clients with the audio recording studios, still photographers, video crews and video editors with whom we work to develop training content, we have had less success with graphic designers and are now looking to develop a list of preferred vendors in this area. These firms will provide services to us and, on occasion, to our clients for the design of training materials and websites. In your packet, you are receiving a list of the web sites for the finalists in the San Antonio territory. You are being asked to review graphic design skills outside of your own region in order to eliminate concerns about having friendships and personal relationships impact the recommendations. Each of the semi-finalist firms has been screened to assure that their rates are acceptable within our corporate framework. Your task is to make recommendations regarding the best choices for our preferred vendor list. As you consider your recommendation, you should keep in mind that we require skills and expertise in both print design and online design. You are asked to rank the finalists from first choice to sixth. Your recommendation memo should include an executive summary while the remainder of the memo should explain the reasoning for your first place choice as well as a brief analysis of each of the six finalists. You may include any additional comments you wish regarding your selection process or special considerations.
San Antonio Territory Graphic Designer Finalists List
http://www.murillodesign.com/
http://texascreative.com/
http://www.clockworkstudios.com/
Instructions:
1. Please search each of the finalists. Create a list for the top five designers.
2. Give reasons for the first choice. And reasons for coming up with top 5. Rate each designer. Don’t write about what’s wrong about the other 4. Write what’s good about each designer.
Third deliverable: Bad News Letter (1 page)
Since it is unlikely that we will use all six of the current finalists, we will only be including the top five on our preferred vendors list. You are also to compose a bad news letter to your sixth choice to inform that firm that we will not currently be including them on our preferred vendors list. Corporate letterhead has been provided for you to use for this letter.
Instruction:
1. This is a bad news communication assignment. Please use appropriate tone and be aware of the audience. Tell the bad news later.
2. The structure for the bad news are:
3.
1st paragraph: Bluffer.
Start with something nice. A “buffer” is simply a neutral way of starting your message. A buffer must put the reader in a good frame of mind, not give the bad news but not imply a positive answer either, and provide a natural transition to the message
2nd Paragraph: Justification.
Justification is the “why” behind the bad news. It is not designed to get the audience to agree with decisions or be happy about things.
3rd Paragraph: Next you present the bad news – without belaboring it or making the announcement unnecessarily long.
4th Paragraph: Positive, Goodwill Close
Finally, you try to restore the relationship to a positive balance in some way. Sometimes that can mean offering an alternative (i.e., while we no longer carry the 43X, we do offer the 45X which has similar features as well as some not included in the 43X and at a fairly comparable price).
Throughout the letter you need to keep your language as positive as you can given the circumstances.
Fourth Deliverable: Cover Letter (1 page)
Next, we know that L.J. Wilkins will be retiring as Regional Manager at the end of the year. Because Professional Effectiveness, Inc. believes in promoting from within, our initial selection process is open only to internal candidates — specifically our Territory Managers. We have included in your packet the job description for the Regional Manager position. As a final element in your submission, you are being asked to prepare a cover letter to be considered for the promotion to Regional Manager. That letter should be addressed to L.J. for an initial screen.
Job Description
Professional Effectiveness, Inc.
Corporate Job Description
Regional Manager
Qualifications: Bachelor of Science in Business Administration
Key Competencies:
Interpersonal Communication, Teamwork, Coaching, Feedback Skills, Written and Presentational Communication Skills, Strategic Analysis
Duties and Responsibilities:
1. Supervise Territory Managers (TM) in their consulting engagements with corporate clients
2. Work with TMs to agree on performance expectations, coach for performance and complete annual performance appraisals for each
3. Generate monthly update reports on all client engagements, including project progress, billings, and costs (including staff hours, outside services and freelance labor)
4. Review client contracts and notify TMs if projects are going out-of-scope and/or budget is in danger of being exceeded
5. Attend client project meetings, as needed
6. Review correspondence from prospective clients and communicate with appropriate TM to initiate contact
7. Follow up on any client complaints to assure that TMs have exceeded expectations in addressing problem areas
8. Participate in capabilities presentation meetings with prospective clients
9. Plan and execute development training for TMs
10. Other duties as needed or as assigned by the management team
Instruction:
1. Please write a professional cover letter for it.
Additional Background Information:
Professional Effectiveness, Inc.
Expense Report Guidelines
Release 3.6
August 15, 2015
1. Expenses must be submitted within 14 days of expenditure in order to be eligible for reimbursement
2. Employees may only fly coach unless traveling to Asia
3. Hotel charges are reimbursable based on zone. Zone maximums are shown in table A.
4. Meal per diem amounts are reimbursable as shown in Table B.
5. Employees traveling to destinations not on our list of frequent business locations are to submit their itinerary to the controller’s office prior to the travel to generate a zone code for hotel prices and to receive an approved per diem amount for all destinations.
6. Client gifts are selected, ordered and delivered from corporate. Employees are not authorized to be involved in the gift giving process. As a result, gift items are not eligible for reimbursement.
7. Receipts are required for all items costing more than $25 domestically.
8. Receipts are required for all items costing more than $10 internationally.
9. All expenses are to be entered into the online expense reimbursement software. Employees may enter amounts either in dollars or local currency, providing the appropriate currency is indicated. The software will automatically calculate the exchange rate based on the date of the expense.
10. Receipts may be submitted in either dollars or the local currency.
11. Domestic travel expenses must be approved by an employee’s immediate supervisor via the online portal.
12. International travel expenses must be approved by both the employee’s immediate supervisor and the branch manager via the online portal.
Professional Effectiveness, Inc.
Hotel Reimbursement Rates*
2015
Zone Representative Cities Maximum allowable amount per night
1 Atlanta, Birmingham (AL), Cleveland, Des Moines, Detroit, Knoxville (TN), Kuala Lumpur, Las Vegas, Manila, Minneapolis-St. Paul, Omaha, Salt Lake City $100
2 Albany, Buenos Aires, Beijing, Dallas, Denver, Hartford (CT), Houston, Indianapolis, Los Angeles, Mexico City, Milwaukee, Myrtle Beach (SC), New Orleans, Phoenix, Pittsburgh, Portland (OR), St. Louis, Shanghai $125
3 Anchorage, Cape Town, Charleston (SC), Chicago, Miami, New Delhi, Philadelphia, San Diego, San Francisco, Sao Paolo, Seattle, Seoul, Singapore, Sydney, Taipei, Vancouver, Washington (DC), $150
4 Boston, Istanbul, Honolulu, Johannesburg, Kyoto, Mumbai $175
5 London, New York, Paris, Rio De Janeiro $200
6 Moscow, Toronto, Venice $225
7 Abu Dhabi, Geneva, Tokyo $250
8 None $300
*The table represents the cities in which we currently do business on a regular basis. For locations not listed, contact the controller. Rates are taken from The Hotel Price Index. Be sure to use the code PEI-2014 to get our corporate rate at all approved hotel chains.
Professional Effectiveness, Inc.
Per Diem Rates
2015
City Per Diem City Per Diem
Abu Dhabi $157 Mexico City $95
Albany $61 Miami $66
Anchorage $78 Milwaukee $61
Atlanta $56 Minneapolis-St. Paul $71
Beijing $101 Moscow $114
Birmingham $56 Mumbai $126
Boston $71 Myrtle Beach $61
Buenos Aires $93 New Delhi $106
Cape Town $101 New Orleans $71
Charleston $56 Omaha $61
Chicago $71 Paris $166
Cleveland $56 Philadelphia $56
Dallas $71 Phoenix $71
Denver $66 Pittsburgh $71
Des Moines $51 Rio de Janeiro $119
Detroit $56 St. Louis $66
Geneva $166 Salt Lake $61
Hartford $56 San Francisco $71
Honolulu $85 Sao Paolo $99
Houston $71 Seattle $71
Indianapolis $61 Seoul $120
Istanbul $115 Shanghai $131
Johannesburg $108 Singapore $144
Knoxville $56 Sydney $163
Kuala Lumpur $77 Tokyo $205
Kyoto $201 Toronto $118
Las Vegas $71 Taipei $131
London $139 Vancouver $121
Los Angeles $71 Venice $174
Manila $85 Washington $71
*The table represents the cities in which we currently do business on a regular basis. For locations not listed, contact the controller. Rates are based on U.S. government per diem rates.
Professional Effectiveness, Inc.
Sennott Square
Pittsburgh, PA 15260
(412) 383-7300
http://www.profeff.com
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