Analysing the Effectiveness of a Local Authority against Standards of Good Practice

Foundation Degree in Sports Coaching
Reflective Account
SPO0026-1 Employment Client Focus
Carl Page (1008889)
University of Bedfordshire
Mr. D Burns

How the Sport Industry is currently organised in the UK
(BREO FD Employability Ass 1 710)
Carl Page (1008889) Page 2 Foundation Degree in Sports Coaching
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.

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

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.

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.

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.
Cash
Resources used to make goods and service
Goods and services sold
for cash
Used to acquire
resources
Continuous cash flow into and out of a business organisation (2002)
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

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.
Customer Experience Pyramid TM Colin Shaw
and John Ivens, Palgrave Macmillan, 2002
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.

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
1. The product of
service
2. The behaviour
3. Customers’ needs and
expectations
4. Customer
satisfaction or
dissatisfaction.
Peter Honey (1988) Customer Satisfaction
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.

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
Typical Communication Tools (Media) Table 17.1
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

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

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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