AC 1.6 Explain how the application of agreed policies and procedures informs decisions.

Guideline:

Learners must cover the following areas:

1. Introduction to the application of policies and procedures.
2. Policies, procedures and informed decision-making.
3. Policies and procedures that drive a customer-focused strategy.
4. Practical examples.
5. Compliance and consistency.
6. Continuous improvement.
7. Sources of evidence

1. Introduction to Using Policies and Procedure:

Learners must begin by introducing the concept of policies and procedures in an organisation. Theyshouldexplianthat policies and procedures are legal documents that guide employees and make decisions. This document serves as a framework to ensure consistency and organisational compliance.

2. Rules, procedures, and decision-making:

Learners should give examples of how the use of rules and procedures affects decisions. These include:

a. Policy:

Policy is a broad statement that summarises an organisation’s goals, values, and principles. Learners should explain how they determine the direction and basis for decision-making. For example, the customer policy may establish a contractual organisation that will meet the customer’s needs.

b. Procedures:

Procedures are specific steps and instructions that specify how a job or process is done in an organisation. Learners must explain how procedure provides methods for implementing policies. For example, the process may describe how customer complaints or requests are handled.

3. Policies and procedures that promote customer satisfaction:

Learners must discuss how policies and procedures support customer satisfaction. These include:

a. Customer Service Policy:

Learners must explain that the customer service policy is about providing good customer service and ensuring customer satisfaction.

b. Customer interaction process:

Learners must describe the process by which employees interact with customers in accordance

with customer service policies, including written notes to customer service representatives and

procedures for handling questions or complaints.

c. Feedback process:

To ensure that the organisation can improve its regular services based on customer feedback,  policies and procedures should include feedback where customers can share their thoughts and concerns. Learners must explain this.

4. Evidence for the decision-making process:

Learners must highlight the various sources of evidence that can inform the decision-making process in an organisation. These include:

a. Manager:

The manager usually has access to real-time information and insight into all aspects of the organisation which must be addressed by learners. For example, sales managers can provide information about customer purchases and levels.

b. Employees:

Learners must explain how to encourage employees to participate in data collection and decision-making. Frontline employees can better understand customer needs and preferences.

c. Electronic systems:

Learners must discuss the use of automated systems such as point of sale or web analytics that track  customer interactions and behaviour.

d. Spreadsheets and libraries: Refers to the use of data organized in spreadsheets and libraries to analyse trends and patterns, such as customers, purchase history, and feedback.

5. Examples:

Learners must provide customer concept examples that explain how the use of policies and procedures can inform decisions. For example, they can explain how the hotel chain’s customer service policy leads to a process of providing returning  guests with a personalised welcome and room preference.

6. Compatibility and integration:

Learners should discuss the importance of following rules and procedures to ensure consistency in customers’ ideas. This relationship builds trust and confidence by ensuring customers have a consistent and effective experience.

7. Continuous improvement:

Consider that policies and procedures should not be static but should be reviewed and improved. Learners must discuss how organisations must adapt their policies and procedures to meet customer needs and business practices.

8. References:

Learners should include reliable sources of evidence such as:

Turner, P. (2019). Employee engagement in contemporary organizations: Maintaining high productivity and sustained competitiveness. Springer Nature.

Young, J. (2023) Evidence-based practice for effective decision making. Available from https://www.cipd.org/en/knowledge/factsheets/evidence-based-practice-factsheet/

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