Contents

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

1.1 Evaluate the interrelationship between the different processes and functions of the
organization.....................................................................................................................................2

VMGO.........................................................................................................................................2

Organizational culture..................................................................................................................4

Thanh Xuan’s core value:............................................................................................................6

Structure:......................................................................................................................................7

The interrelationship between the business’ vision, mission, goals, objectives, organizational
culture, organizational structure and core processes:...................................................................9

1.2 Justify the methodology to be used to map processes to the organisation’s goals and
objectives.........................................................................................................................................9

1.3 Evaluate the output of the process and the quality gateways..................................................13

Outputs of Operation Department of Thanh Xuan Beauty:.......................................................13

Quality gateways:.......................................................................................................................14

TASK 2.1 design plans which promote goals and objectives for own area of responsibility;
TASK 2.2 write objectives, which are specific, measurable, achievable, realistic and time-based
to align people and other resources in an effective and efficient way...........................................15

2.3 Implement appropriate systems to achieve objectives in the most efficient way, on time, to
budget and meeting organisational standards of quality................................................................17

TASK 2.4 carry out work activities meeting the operational plan through effective monitoring
and control.....................................................................................................................................19

Gantt Chart.................................................................................................................................19

Page | 1
Introduction

Thanh Xuan Beauty is a company doing business as cosmetics shops, skin care, fitness and yoga
centre. It had been established since 1992 by Nguyen Thi Thanh Xuan, the top manager of this
company.

1.1Evaluate the interrelationship between the different processes and functions of

the organization

VMGO
What is a vision statement? A vision statement is an organization's declaration of its mid-term
and long-term goals [CITATION Ivy13 \l 1066 ]. This vision statement is the goal which the
company aims to and it is a model which the company wants to become in the future, so it will
be one of the factors that help them make decisions in some decision-making situations. In
summary, a vision statement answers the question, "Where do I see my business going?"
[ CITATION Pau16 \l 1033 ].

The vision statement of Thanh Xuan Beauty is to become a biggest Skincare and Yoga centre in
Da Nang and to orient the company to target high-tech skin care. Of course everyone who runs a
business wants their company to become one of the top choices of the customers. This company
also want their image in customer’s eyes is a high-tech skin care centre; they aim to develop their
process and facilities using modern technology to shorten the time of the processes do things that
other normal business cannot do.

What is mission statement? A mission statement is a short sentence or paragraph used by a

company to explain, in simple and concise terms, its purposes for being. These statements serve
a dual purpose by helping employees to remain focused on the tasks at hand, as well as
encouraging them to find innovative ways of moving towards an increasingly productive
achievement of company goals [ CITATION Inv16 \l 1033 ]. A mission statement answers the
question, "Why does my business exist?" [ CITATION Pau16 \l 1033 ].

The mission statements of Thanh Xuan Beauty are to provide high quality spa and massage
services, the wellness and skin services for all subjects, especially brings an ideal space for

Page | 2
everyone. This company focus on quality over quantity, they want their customers to enjoy and
satisfy with the service so that they can have the best experience here. Therefore, they will not
receive a mass number of customer at the same time, like tourists who follow the tour. They only
receive an acceptable number of customers; usually prioritize the guests who have an
appointment so that they can provide a good service for their customers. For the employees, this
company create a friendly but strictly work environment; make all employees feel like a family
on the basis of: respect, responsibility and fairness.

An objective is a specific result that a person or system aims to achieve within a time frame and
with available resources. A goal is an observable and measurable end result having one or more
objectives to be achieved within a more or less fixed timeframe. In general, objectives are more
specific and easier to measure than goals. In summary, goal is about changing mind-set and
direction and objective is about establishing a series of concrete steps [ CITATION Inv161 \l
1033 ].

Thanh Xuan wants to satisfy their customers’ needs, so that they can ensure the loyalty of the
customers. To achieve this objective, the company will have discounts and member card for loyal
customers. And the important part is to improve the quality of service, to do this, Thanh Xuan
not only focus on knowledge and skills of employees, but also make the employees feel
comfortable with their work place by creating opportunities for them to develop the connection
between each other, so that they can feel like a family. Furthermore, in this year, Thanh Xuan are
planning to buy 2 new high-tech machines to improve the service.

Thanh Xuan goals are to provide many skin care services such as face and body massage, white
washing as well as combine using famous products and to offers Yoga courses with lecturers
come from Dubai, India because Thanh Xuan believe that those are what the customers needed.
They also offers many Trainer Training courses for their employees 3 times a month to help them
improve their yoga and teaching skills, so that they can bring out the best experiences to the
customers.

Page | 3
Organizational culture

Handy’s culture:

Also known as club culture, representing by Zeus, the ruler of the gods. With
this culture, the organization will be controlled almost completely usually by a
Power Culture person holding the highest position. Imagine this culture as a web, all the
information, operations or decisions are gathered in the middle, where the key,
central figures are placed.
Representing by Apollo. Its classical nature and bureaucracy. This culture
Role Culture divides people into their roles, not personality, it is very stable in a long-term
so this culture is suitable for large organizations
Here focused on completing tasks rather than how to accomplish it, increasing
Task Culture works efficiency when job satisfaction increasing. In task culture, there is no
dominant or clear leader.
Dionysus is the god of the person, also known as existential culture. This
Person Culture culture serves the interests of the individuals within it. This structure is like
the set of separate stars, depends on the ability of each individual.

According to Handy’s culture, Thanh Xuan beauty applied power and role culture in the early
days when the business was put into operation. In the early days, employees did not have the
experiences to handle the job and facing problems, so that in some situation, they would need
direct order from the top manager so that they can have the job done. Power culture was applied
for a few months, but then Thanh Xuan wants to put the company into professional operation, so
they applied role culture. Each employee will have a specific job to do, after some time they will
get used to the job of their role and fasten the process. After almost 25 years of operation, with a
set of skilled staff, it is not necessarily that everything must go through the top manager, the
employees are not so depend on the top manager to make the decision anymore, they used to
depend on the top manager so much, but with the experiences they have, in some situation, they
can make decisions of their own. Therefore, nowadays, Thanh Xuan Beauty is applying task

Page | 4
culture for their operation, reducing pressure for the top manager and motivating the staff in their
jobs.

Deal and Kennedy's Culture Types:

Employees take few risks; however, the feedback on how well they are
performing is almost immediate. Employees in this culture have to
Work Hard/Play Hard maintain full of energy and stay optimistic. This culture knows that
one person alone cannot make the company and it is a team effort and
everyone is driven to excel. Contests among employees are common
here, as they drive everyone to reach new heights [ CITATION
Min16 \l 1033 ].
This culture is for businesses which have employees who enjoy risk
and who get quick feedback on their decisions. In this culture,
employees will work with their best in excitement to make themselves
Tough-Guy, Macho the best. Teamwork is not highly valued in this culture, and it's a
difficult environment for people who learn the job slowly. This leads
to higher turnover, which impedes efforts to build a cohesive culture.
The entertainment industry, sports teams and advertising are great
examples of this cultural type [ CITATION Min16 \l 1033 ].
In this culture, feedback is slow, and the risks are low. One transaction
do not has much impact on the organization's success and it takes years
to find out whether a decision was good or bad. Because of the lack of
Process immediate feedback, employees find it very difficult to measure what
they do so they focus instead on how they do things. Technical
excellence is often valued here and employees will pay attention to
getting the process and the details right without necessarily measuring
the actual outcome [ CITATION Ope161 \l 1033 ].
Cultures with big-stakes decisions, where years pass before employees
know whether decisions have paid off. A high-risk, slow-feedback
Bet-Your-Company environment. Because the need to make the right decision is so great,
the cultural elements evolve such that values are long-term focused
and there is a collective belief in the need to plan, prepare and perform

Page | 5
 due diligence at all stages of decision making. Pharmaceutical
companies are an obvious example of this culture, as are oil and gas
companies, architectural firms and organizations in other large,
capital-intensive industries [ CITATION Min16 \l 1033 ].

Thanh Xuan Beauty apply Work Hard/ Play Hard culture. Their employees take few risks
because their jobs have procedures and rules to follow, but the response from the guest is almost
immediate. After the skin care process, whenever the guest has any problem, they will send an
immediate feedback to the company to have a solution for that problem. Another reason for the
Work hard/ Play hard culture of this company is because this business is about service, which has
duties to make people satisfy and happy, so that its employees must always stay optimistic and
full of energy all day, especially when they work with customer. The most important is, Thanh
Xuan know that a person cannot make a company, so they focus on working together and
because of that, they will learn from each other and improve their skill to catch up with others.

Thanh Xuan’s core value:

Renew: Although keeping the traditional values of the company is important, but Thanh Xuan
knows that innovation and renew the image is also very important. Therefore, they always try to
learn new things, adopt new processes, participate in training courses and replace new machines
every 2 years to catch up modern technology.

Dedication: Thanh Xuan’s people always appreciate the responsibility to customers, colleagues
and the company, so they all have the dedication to finish their jobs and accomplish their duty
with their best.

Excellent Service: Thanh Xuan wants to provide an excellent service for the customers because
it is the key factor for the surviving of the business, so they will always try to provide the best
service as they can for customers.

Professional: Thanh Xuan is not only focus on the quality of facility or the expertise, but also
focus on the behaviour of the employees and how they treat the customers.

Page | 6
Teammate: Team work is an important thing for the success of Thanh Xuan Beauty. Employees
have to work with each other for taking care of customers. Nowadays, not everything must go
through the director, so they will have to co-ordinate well to complete the task.

Structure:

Structure is very important for a company and its employees, it determines a large part to the
success or failure of that company. It is the pattern of the relationships in the company, partly
reflects how the company operates. Every organization need a structure to connect everyone in
the organization into a system, so things like authority, responsibility, tasks, communication can
be controlled. A company’s structure can bring people into a group according to their job
function or geographical, this helps the employee can do the job suitable for them and the tasks
are divided clearer and assigning authority to individuals or groups to perform their functions, as
well as their responsibility to those who have higher positions. And it can coordinate the tasks of
the separate parts, towards a common goal. This helps the flow of the operation work more
fluently.

Tall and flat structure:

Rely on the number of levels in a structure, we can say that structure is tall or flat. With a tall
structure, we will have a narrow span of control and vice versa for a flat structure, we will have a
wide span of control.
Thanh Xuan apply flat structure. Nowadays, this type of structure is a modern trend for
businesses because this will erase a big gap between top manager and the staffs, fasten the speed
of delivering information and making decision. And for erasing a big gap between the top
manager and the staffs, it will reduce middle management level, so it will easily to build close
relationship between managers and employees. But there are some disadvantages of this kind of
structure, such as the top manager will be under pressure because all the issue will come to them,
span of control is wide, so they may unable to handle and manage all of them.

Page | 7
Centralization and decentralization:

With centralize, decisions made throughout all levels of the organization or can only be given by
the high-level managers, it rely on one individual to make decisions and provide direction for the
company.

In a decentralization, authority in retained by the top management for taking major decisions and
framing policies. Rest of the authority may be delegated to the middle level and lower level of
management [ CITATION Man16 \l 1033 ].

Thanh Xuan Beauty is applying decentralization. A big difference between centralization and
decentralization is that in decentralization, lower level can make decision by themselves. Of
course, the major authority is still the director’s, but in some cases, lower level can make
decision, which will reduces the pressure of the top manager. This kind of structure give the
subordinates a chance to decide and act independently which develops skills and capabilities.
This way the organization is able to process reserve of talents in it. And because they get more
independence to act and decide, there is greater motivation for the employees to finish their job
and improve their skills and knowledge.

Main process:

Consult and
Perform the
Welcome guest provide Registration
service
information

When the guest came in, the receptionist will greet the guest and then they will have a discussion
about the service the guest interested in. In this step, staffs will provide information about the
service and hear the demand of the customer, in skin care service, staffs will check skin status of
the customer to provide and consult more information for the customer, like the procedure and
the cost. After that, if they come to an agreement, they will move to registration step. And then
they will perform the service as the customer’s demand.

Page | 8
The interrelationship between the business’ vision, mission, goals, objectives,
organizational culture, organizational structure and core processes:

The main VMGO of Thanh Xuan Beauty is to provide the best quality of service for the
customers and a friendly and family-like environment for the employees. For organizational
culture and structure, they are applying task culture and decentralization structure. They will
mostly work by themselves and not so depend on the top manager, it makes them feel more
responsible for what they are doing, so this will give the employees an motivative environment
for improving their skills and knowledge. Thanh Xuan is confident when giving her staff the
right to make decision because their business has operating for over 20 years and a least age of
experience is more than a year of training, so an employee will have more chance to prove
herself with other employees, so that they will motivate each other to push their skills.

For flat structure, Thanh Xuan use it because she will have a close connection with her
employees, so that she will have a chance to know her employees well, shorten the gap between
the boss and the staff, build a close relationship between Thanh Xuan and her employees. This
will embrace the loyalty of staffs to this company and also give employees a second family as the
objective of Thanh Xuan Beauty. Furthermore, with this combination of flat and decentralization
structure, decisions will be made faster and also easier for the top manager to supervise her
employees.

1.2 Justify the methodology to be used to map processes to the

organisation’s goals and objectives

What is process mapping?

A flowchart is a formalized graphic representation of a logic sequence, work or manufacturing

process, organization chart, or similar formalized structure. The purpose of a flow chart is to
provide people with a common language or reference point when dealing with a project or
process [ CITATION Mar08 \l 1033 ].

Page | 9
The following will discuss about 3 types of process map:

High-level process map: this is like an eagle eyes view, which means it will give an overview
about the process of the company. It is usually used in production.

Low-level process map: this type of process map is more detail than the high-level. This map
will show the steps in the process.

Cross Functional or Swim Lanes Process Map: this map will show who will be responsible for
which job.

In Thanh Xuan Beauty, they should apply high-level process mapping for analysing for the
overview of the process of the company. Operation department needs more specific, so they
should apply low-level mapping. It contains a lot of information and is almost full of steps
needed to be taken in the process, with such detailed information, the operators will have more
information to manage the operation.

Page | 10
Symbols in a flowchart:

Symbols Meanings

Terminal / Terminator

Data (I/O)

Decision / Conditional

Document

Process / Rectangle

Stored Data

Flow line

Page | 11
 Determine the
Convince and NO
Deny
capability to
agreement
meet
Y
YES E
S

Complete record and create

Customer's NO Customer's Payment customers document and
request registration
account

Guide them where to

Provide information put their bags and to Give member card for
about Yoga classes the yoga class customer

Y
O
G
Guide customers
A to do Yoga
Start Welcome Ask them if they want
guest Yoga or Skin Care

S
K Receive feedback
I
N from customers
C
A
R
E
Give customer advise
Ask and check skin about how to take care
status of customer of her/his skin

Record
feedback

Complete record and

Consult and provide create customers Perform skin
Payment care process
information about the skin document and account
care packages service

See of
customer

Customer's NO Customer
request registration

Y
E
S End

Determine the Convince and Deny

ability to meet agreement

Page | 12
1.3 Evaluate the output of the process and the quality gateways

Outputs of Operation Department of Thanh Xuan Beauty:

According to VGMO of Thanh Xuan Beauty, they focus on offering high quality spa and
massage services and provide wellness and skin services for customers and create a working
environment where every member is linked with each other on the basis of: respect,
responsibility and fairness, so the following table will show their output:

 Owns a team of professional and

For employees experienced staff
 Strengthen the relationship between
departments
 Customers are satisfied with service
For customers of the company
 Customers’ skins are getting well day
by day as well as their health
 Earn profit
For the business  Grow in earning profit, as well as
managing and organizing the business

One of Thanh Xuan Beauty’s core value is focus on teammate as well as they apply task
culture, which also focus on the relationship between employees. Thanh Xuan Beauty
appreciate team work; their employees work together to finish the task. Therefore, Thanh
Xuan desire that they will own a team of professional as well as maintain the relationship
between them, Thanh Xuan provide the employees training courses and outdoor activities.

Thanh Xuan's job is to beautify people, provide people the best services to make them
beautiful and healthy. So they always choose the best products from Switzerland, Germany
and other countries. They want customers to be satisfied with their service to keep customers
as well as to maintain loyal customers. Furthermore, satisfied customers will use word of
mouth to recommend the centre to many other new customers.

Page | 13
A company always wants profit because profits keep them operating, developing the business
and to earn their living. Therefore, they are trying their best to grow the profit they make. All
the innovation, all the investment they made are for increasing short term and especially long
term profit. For all the output they are making, they are doing a good job. They are expanding
their business, the newest address has been put into operation is the biggest and the most
modern, prove that they are their business is effective.

Quality gateways:

To provide a good service to customers, all product and process as well as employees must go
through quality gateways. In Thanh Xuan Beauty there are several requirements:

Requirements for employees: to sign up into the company, they must be at least graduated
high school. For participating in skin care, they must be trained for at least 2 months and their
skill and knowledge must be tested by the director. For further participation in the process,
they must have a certificate from training classes in Ho Chi Minh City. For becoming a Yoga
trainer, they must have a certificate for Yoga trainer also in Ho Chi Minh City, Thanh Xuan
will provide money for them to study and go to Ho Chi Minh City to participate in the test.

Requirements for products: they aim to providing customers a professional service, so do

their products. Thanh Xuan only use famous, reliable and certificated products. Every product
that comes to the customers must be checked by Thanh Xuan. If the company intend to use
any new product, Thanh Xuan herself will directly come to the main authorized dealer office
put in Vietnam to check the quality of the product.

Requirements of equipment: Thanh Xuan’s customers requires a professional service,

especially in skin care and also Thanh Xuan is aiming the company to a high-tech skin care.
Therefore, facilities and equipment is one of the most importance to them. Thanh Xuan
Beauty always focus on maintaining and improving their facilities. The high tech machines
are the most expensive for Thanh Xuan to maintain and innovate because the cost for
repairing the machines is high. Furthermore, to maintain the vision of the company, in every
2 years they must replace old machines by the new ones because the innovation of these
machines is fast, for 2 years the model will be outdated. Each machines cost about 600 to 900
million.

Page | 14
 TASK 2.1 design plans which promote goals and objectives for own
area of responsibility; TASK 2.2 write objectives, which are specific,
measurable, achievable, realistic and time-based to align people and
other resources in an effective and efficient way

Operations Operations Output

Responsibility Mangers
Department DepartmentTactics Indicators

Resources
Frames
(when)

(who)
Objectives (Action Plan) (measurement

Time
(what) (how) )

Maintain • Provide Silver - 100% customers

Maintain in 1 year

100 million

Employees
100% Gold - Diamond are provided
customers’
cards for loyal membership card
satisfaction
customers and received
• Give small, useful gifts from Thanh
gifts Xuan and 100%
customers satisfy
with Thanh Xuan
services

Summer 2018
Travel:
Competition: April, 2018

120 million

Managers
Ms. Thanh Ngan
Mrs. Thanh Xuan
Organizing Organizing 30 Employees of
outdoor competition about Thanh Xuan
activities for
skin care have fun times
employees
techniques among and experiences
three after the trip and
establishments. experience
 Organizing tour to during the
Ba Na Hills on competition as
summer vacation. well.

Page | 15
 

August 2018

60 million

Employees
Ms. Thanh Ngan
Mrs. Thanh Xuan
Staff training Invited experts 100% employees
periodically come to center for are trained with
consulting and process, in it, at
training. least 4
 Check the employees in
qualifications and each area
knowledge of achieve the
employees excellent
standard.


3 June 2017

50 million

Director Nguyen Thi Thanh Xuan Director Nguyen Thi Thanh Xuan
Change Yoga Enter into an Refresh the
curriculum agreement with atmosphere of
into
Yoga lecturer the classroom to
international
program abroad to conduct create
Yoga classes in the excitement and
center. learn more
experiences from
the experts.


November 15 2017

1.4 billions

Improve and Direct come to Ensuring that

renew skin suppliers in their
care
Switzerland and performance
equipment
South Korea to must meet the
study and evaluate needs of the skin
the capacity and care process
performance of
machines.
 Buy 2 new high-
tech machine

Page | 16
2.3 Implement appropriate systems to achieve objectives in the most
efficient way, on time, to budget and meeting organisational standards
of quality

The following shows the activities for Thanh Xuan to set up a new address:

Activit Activity name Preceding activity Duration (week)

y
A. Market survey - 1
B. Making plan according to survey A 1
C. Budget preparation A 1
D. Sign contract for Rent a land B, C 1
E. Select contractors and architects D 2
F. Designing the new centre E 2
G. Checking design drawings F 1
H. Building G 12
I. Buying necessary things G 2
J. Decoration and installation H, I 2
K. Complete J 1

Path Duration
A-B-D-E-F-G-I-J-K 1+1+1+2+2+1+2+2+1= 13
A-C-D-E-F-G-I-J-K 1+1+1+2+2+1+2+2+1=13
A-B-D-E-F-G-H-J-K 1+1+1+2+2+1+12+2+1=23 (Critical path)
A-C-D-E-F-G-H-J-K 1+1+1+2+2+1+12+2+1=23 (Critical path)

Page | 17
 A
D
E
J
1
2
1
08
9
4
5
6
7
8
-3
2
-
0
2
3
0
1
2
122

1
2

G I B F
K

- - - - -
1
1 2 1 2
C

Page | 18
TASK 2.4 carry out work activities meeting the operational plan
through effective monitoring and control

A system is only effective if the information it contains is up-to-date and comprehensive.

Data needs to be collected and incorporated into the system at intervals that correspond to the
program. To make sure that the project is performing well and correctly, the manager should
visit to track daily. Appoint a reliable person to stay at the project whole day and report
immediately if there are any problems. The appointed person will observe and record the
personnel responsible of the people who involve in and the output. The manager should have
unannounced visit and also watching carefully by himself to make sure that everyone is doing
the right thing to do. For monitoring the project, we should use Gantt Chart as a monitoring
tool.

Gantt Chart

1-Ma r 20-Apr 9-Jun 29-Jul 17-Sep

Market s urvey
Maki ng pl an a ccordi ng to s urvey
Budget prepa ration
Si gn contra ct for Rent a l a nd
Sel ect contractors and archi tects
Des igni ng the new centre
Checki ng des ign drawi ngs
Bui l di ng
Buying neces sa ry thi ngs
Decoration and i nstal l ation
Compl ete

Start date Duration

Page | 19
Bibliography

Fernandes, P. (2016). What Is a Vision Statement? Retrieved 2017, from Business News
Daily: http://www.businessnewsdaily.com/3882-vision-statement.html

Investopedia. (2016). Mission Statement. Retrieved 2017, from Investopedia:

http://www.investopedia.com/terms/m/missionstatement.asp

Investor Words. (2016). Goals vs. Objectives – What’s the Difference? Retrieved 2017, from
Investor Words: http://www.investorwords.com/article/goals-vs-objectives.html

Management Study Guide. (2016). Centralization and Decentralization. Retrieved from

Management Study Guide:
http://www.managementstudyguide.com/centralization_decentralization.htm

Mind Tools. (2016). Deal and Kennedy's Cultural Model. Retrieved 2017, from Mind Tools:
https://www.mindtools.com/pages/article/newSTR_86.htm

Open Learn. (2016). Management: perspective and practice. Retrieved 2017, from Open
Learn.

Rouse, M. (2008). Flowchart. Retrieved from Whatis.com:

http://whatis.techtarget.com/definition/flowchart

Wigmore, I. (2013). vision statement. Retrieved 2016, from Whatis.com:

http://whatis.techtarget.com/definition/vision-statement

Page | 20