Active Customer Relation Office Layout and Design for Hendee Motors - Assignment Example

Active Customer Relation (ACRM) Office Layout & Design for Hendee Motors Executive Summary This is an executive summary report for Hendee Manufacturing Company that will provide the basis for Active Customer Relation Management to the Asia-Pacific region and also includes a concept plan for the large scale Customer Contact Centers. The CEO of the company Mr. Brett Trigelles wants an open office layout plan for the Customer Contact Centers (CCC). Hence, the layout will not have any closes or private offices for administrators or managers. The only close space that the CCC would have is communal spaces, meeting and training rooms, telecommunication and storage facilities. My job as an Administration Manager is to draw an office layout and design for the active customer care centers as it’s the key development component for the success of Hundee Manufacturing Company. Office efficiency is prejudiced by a lot of factors; one of them is office layout (Farooque, 2008).  As office layout controls the entire white collar employee part of an organization, it’s a must that the organizational efficiency should never be miscalculated. Office layout is supported on the inter-relationships amongst three most important factors: equipment, flow of employment through the variety of work units, and employees. Well-organized office layout domino effect in a number of remuneration to the business, together with the following: 1. It influences how much contentment employees draw from their jobs. 2. It influences the feeling individuals acquire of the company’s work area. 3. It offers effective allotment and utilization of the building's space. 4. It offers employees with productive, well-organized work areas. 5. It make easy the expansion or/and rearrangement of work space when the requirement arises. 6. It makes employee supervision easy. Planning the layout has a propensity to take place in two stages, the beginning stage and the final stage. Contents Executive Summary...........................................................................................................1 Introduction .......................................................................................................................4 Principles............................................................................................................................5 Definitions ….....................................................................................................................6 General Explanation of geographic location of CCC........................................................9 Explanation of the concept plan.......................................................................................11 Protocols for effective operation of VC equipment ........................................................11 Step to ensure healthy, safe and secure ergonomically sound work ..............................12 Conclusion………………………...................................................................................15 Recommendation ……………........................................................................................17 References…………………….. ....................................................................................17 Appendices…………………………………………….................................................18 Introduction The new layout for “HCM’s Active Customer Relation Management Office Space Guidelines and Standards”, would be used to designing and planning space for the customer contact Centers in India for their market in Australia, New Zealand, Japan, China and Others countries. The space allotment principles, which were approved by Mr. Brett Trigelles the Chief Executive Officer of Hendee Manufacturing Corporation, and the office design strategy, distinguish the HCM’s requirement to stay up to date with best practices and trends in space administration and provide well-designed employment environments for its workforce. The modern office seems to finally catch up many organizations in today’s highly sophisticated work environment. Now days, architects have exposed work flow and have brought computer supported blueprints to the trade of creating the office a place where competence drives the outline. Now day’s businesses are slowly moving toward the open office representation which has fundamentally taken root at ultra-modern companies. These trends in all possibility speed up on the West and East coasts, but haven’t got to the Midwest up till now. Many area managers are implementing a semi-open form of office structure, with ever more workers pressed out of entirely enclosed offices into workspace. In the completely open office model, group of desks are regularly separated from one other by not more than a ledge to blotch the boundary, with each person in full vision of one other. Whatever model a corporation adopts, they are bound to the requirement of that meticulous industry. Of late due to my new position as an administration manger, I had the opportunity to seriously create and consider my ultimate office layout for Hendee Manufacturing Company. Before creating the model I spoke to a lot of people and also read books on how the open space model would benefit the company, etc. Here's what my opinion about this research is. It's a matter without an impartially correct answer, so there are many who may disagree, but everyone’s perception is different. I have incorporated my guidelines and recommendations and also the reference material in order to assist you to figure your own conclusions. Principles The guidelines and standards integrate the following important principles: Departments must be authorized to sketch out their office layout: This standard distinguishes that, if office layout is treated as an organizational resource and managers are specified the chance to plan office layout using basic guidelines and standards, more imaginative, money-making solutions to satisfying office space requirements will result. Guidelines and Standards should be easy. This principle distinguishes that simplified; least standards and open guidelines written in non technical words will allow departments to map their own office. Space should be allotted according to functional necessities. This principle identifies that the merely allotting office space to groups based on their rank or position in a managerial chain of command rather than the practical requirements of their job may consequence in a less prolific workplace and added costs. Space should be lithe. This principle identifies that fewer roadblocks to modify, less interference when transformation does take place, and lesser expenses in time and money can be achieved by using open space development whenever practical, plummeting the amount of unlike sizes of spaces, homogenized the dimension of scores of spaces as possible, (Lister, 2008). Definitions Movement Space - Spaces, for example aisles and corridors, offered inside an office to permit right of entry to different work areas. Enclosed Workspace - A workstation is enclosed from all the four sides, i.e. from the floor to the ceiling by using drywall, demountable or removable partitions. Department - The Administration department of Hundee Manufacturing Company, requiring office space. (FTE)Full Time Equivalent – A quantity of labor consumption, which estimates the number of people working in a department and the required office space for them. Office space preparation is based on the expected number of FTEs at the intermediate of a tenancy or a five year time, whichever is less. Functional Program - A comprehensive statement relating what is required by a division to carry out its activities competently, comfortably and safely. It consists of an explanation about the inhabitant group’s necessities for each support, workstation, special purpose spaces and circulation, based on the permitted space guidelines and standards (Meden, 2008). It also explains how the vicinity relates to one other’s functionally and may explain the size and type of equipment and furniture that requires to be accommodated. A well-designed program is utilized by a designer to finish a space layout. Common Office Space - Office space utilized to put up general organizational functions (support, circulation space, and workstation) and does not need special construction and design because of additional special agenda delivery actions. General office place can habitually be re-allocated amidst departments with minimum changes needed. Office Project - A rental or/and construction venture for stipulation of office area for a division. Office ventures may be agreed as component of a general office arrangement or on an extemporized basis as an outcome of department requirements. Open Workstation - A workspace or work station with no enclosed space or 2 to 3 enclosed spaces below the ceiling height using panels or screens. Space Envelope - The whole amount of universal purpose office space offered to a section, as determined below these standards. Special Purpose Space - Supplementary, substandard areas needed by a division to accommodate precise activities that are essential and unique to the deliverance of the department’s meticulous program. For instance, health units or clinics, laboratories, hearing rooms, courtrooms, staffed libraries, mainframe computer rooms, survey and mapping rooms , central mail process rooms, communications / radio centers, workshops, exhibit areas, public assembly areas, training or conference complexes, central warehousing / storage areas, shops, trade etc (Meden, 2008). Special function space is not incorporated in the space envelope allotment determined in these standards. Standards - A set of prearranged maximum space allotment that ought to be followed when setting up office space. Standards do not minimum or imply space prerogative and contemplation ought to be specified by departments to meet up their necessities using a smaller amount of space. Support Space - Shared space enclosing materials, equipment or furniture utilized by a department (Lister, (2008). For example, coffee counters, meeting rooms, file cabinets, photocopier rooms, etc. These common spaces are situated near people that utilize them on usual basis and might be open or together with this depending on the kind of tools and the work carry out in them. Useable Space - Space which is in reality useable by a division. It does not comprise of accessory areas like janitor closets, washrooms, telephone and electrical closets, elevator lobbies and public corridors. Corridors inside the limitations of a division’s space are incorporated in the use-able space. Workstation Space or Workspace - Spaces offered to people to put up their individual equipment and furniture and permit them to carry out their job task. Workstation space might be open or together with this depending on the security, discretion, acoustical and visual confidentiality requirements of the job. Geographical Location and justification for selection of the site for Customer Contact Center Mr. Brett Trigelles the CEO of Hendee Manufacturing Company shall declare to the Administration Head of Public Services and Works that the FTEs for which office space is applied for and the exceptional function space, which is applied for are bona fide necessities of the Department. Where the application can be accommodated in the obtainable funded office space catalog and the on top form can be financed by the Department, the Administration Head of Public Services and Works has the power to carry on with the development Where extra funding is obligatory for fit up or lease of space, the Administration Head of Public Services and Works and the CEO of the Company, will in cooperation present a appeal to the Financial Management Board. The Administration Head of Public Services and Works shall support the efficient program and the blueprint for the outsourcing of Customer Contact Center in India for the office space. The reason for the implementation of Customer Contact in different places like Bangalore, Mumbai and Pune in India are as follows: India is country which is currently a booming BPO (Business Process Outsourcing) industry. The language (English) spoken is easily understood by many of the targeted Market of Hendee Manufacturing Company. It’s a prospective country with favorable geographical conditions that can help the company gain control over the Mid-east market also. Besides that labor cost is much lower in countries like India when compared to countries like Australia, New Zealand or Japan. Due to time difference the work still goes on. China is not considered for the set up of Customer Contact Center due to the language barrier. Over and above India gives a lot of tax benefits to foreign companies that invest which in turn can help the company save a lot of money and also provide excellent customer service to the customer as the Customer Contact Center will deal only with the offline work as there is no visit or host to the customer contact center. This will be an ideal investment to the company in terms of capital and assets. The Administration Head of Public Services and Works shall support the efficient program and the blueprint for the outsourcing of Customer Contact Center in India for the office space and offer project executive services for the construction and design for improvements in every building in its custody and care in India. Additionally, it will also offer project management services for office space in new buildings when demanded by the Department (Lister, 2008). A well-designed program should be completed for every project to confirm space requirements and verify project costs. The Administration department will use the Office Space Guidelines which will guide the department on the cost-effective blueprint for setting up the Customer Contact Center. The Administration department shall present a report to the Financial Management Board in the 1st quarter of every financial year that lists the allocation and inventory of office space from March 31. The report shall list: The administration departments, the number of FTEs, the office building, as certified by Brett Trigelles the CEO of Hendee Manufacturing Company, the allotment of all-purpose office space, according to the standard the allotment of particular purpose space, as certified by Brett Trigelles the CEO of HCM the tangible space taken. Overall explanation of the concept plan Purpose These standards define the distribution of office space to Hundee Manufacturing Company boards, departments and agencies for setting up the customer contact center (Thomson, 2007).The standards do not imply or establish minimum space prerogative and departments are expectant to think about ways of meeting their needs using a smaller amount space. The space cover for a section would be calculated by means of the following distributions: Standard Space Envelope Distributions Useable Space for each FTE FTE m2 ft2 First 10 45.8 151 Next 10 36.2 119 Remaining 50.8 167 Special Purpose Space Additionally to common purpose space that is accommodated inside the space envelope, almost all departments would require special function space. This space isn’t incorporated in the space covering calculation. Special function space needs have got to be determined via a useful program and vindicated based on a list of the, materials, supplies, equipment and furniture selected to be put up. If a special principle space will include a workstation (e.g., lab technician, librarian), the location allotted to the workspace/station would not be incorporated in the FTE add ups used to compute the department’s space cover. Space Estimate Example Assuming a department needs office space for 150 FTEs and has vindicated a requirement for 60 square meters of special function space, the anticipated space prerequisite would be considered as follows: Number of FTEs (A) Space Allocation per FTE (B) Space Allocation (A) x (B) 50 50 50 m2 ft2 32.9 108 24.9 82 20.6 68 Space Envelope Plus Special Purpose Space Total Estimated Space Requirement m2 ft2 1,645 5,400 1,245 4,100 1,030 3,400 3920 12,900 60.79 1,000 3980.79 13,900 Office Design Strategy Purpose The following guidelines will offer direction when crafty office space. Although observance to the strategy is not compulsory they dole out an orientation for sound administration decisions and must be followed except when there are vindicated reasons for digressions Quible, 2007).  Workstation Spaces The subsequent is a catalog of suggested workstation sizes for different job functions. Utilizing these workstation sizes would encourage efficient space development within building network and offer flexibility for obliging future organizational transforms. Space Type Functional Assignment Space Allocation M2 Ft2 Enclosed Type A Frequent meetings with up to 20 people requiring security, confidentiality, acoustical and visual privacy. 23.5 78 Enclosed Type B Frequent meetings with up to 20 people requiring security, confidentiality, acoustical and visual privacy. Typical assignment for situation involved with human resources management, counseling or other sensitive issues requiring ongoing acoustical and visual privacy 23.5 78 Enclosed Type C Frequent meetings with up to 20 people requiring security, confidentiality, acoustical and visual privacy. With VC for effective communication with the dealers 10.3 33 Enclosed Type D Training room with up to 20 people requiring security, confidentiality, acoustical and visual privacy. 10.3 34 Enclosed E Training room with up to 20 people requiring security, confidentiality, acoustical and visual privacy. 10.3 34 Enclosed Type F Training room with up to 20 people requiring security, confidentiality, acoustical and visual privacy. With VC for effective communication 10.3 67 Enclosed Type G 60 toilets facility ( 30 for men 30 for women. 15 for each on every floor respectively) 60.3 200 Enclosed Type H An air-conditioned server room for telecommunication equipment and house computer servers 100 1077 Enclosed Type I First Aid Room based on policy under the Safety Act. For complex with numerous departments, space. 20 215 Open Type D Lunch room for 50 people 37.16 400 Open Type E Lunch room for 50 people 37.16 22 Open F Lunch room for 50 people 37.16 400 Open Type G Specific, job oriented work, concentrating on data input into electronic media. Typical space for data-entry and clerical staff. Multi task paper rigorous work: telephone work, filing, keyboarding, sorting documents, mail, handling, editing, operating equipment, receiving visitors, scheduling,. Concentrated multi source rules and regulations: compiling information, writing, reading, calculating, analyzing, and referencing several resource of material; allows for automated and manual drafting functions. Typical assignment for professional, managerial, or technical staff. 225 2421 Support Spaces The following is an inventory of optional space development allowances for office support purpose. Support Space Typical Space Allocation and Functional Assignment Plan Cabinet Allow 2.0 m2 (20 ft2) per plan storage cabinet. Filing Cabinets Allow 2.0 m2 (20 ft2) per filing cabinet. Photocopier region Allow 3 m2 (30 ft2) for standard photocopying supplies to comprise of work surface and paper storage. Reference Library • Allow up to 1.5 m2 (15 ft2) per shelving unit. • Allow 3 m2 (15 ft2) per reading and work table General Work Area Allow up to 3 m2 (30 ft2) for common/shared workstation for functions such as mail sorting, computer equipment, facsimile machine, etc Computer Room, Internet cafe or Local Area Network (LAN) Space allocation determined on a case by case basis taking into account equipment footprint and other functional requirements. Quiet Rooms Allow 1 Quiet Room of 10 m2 (100 ft2) for each 10 open workstations. Protocols for effective operation of VC equipment Polycom video conferencing system would be used for one of the meeting room. It is an importance device and advantageous for communications and meetings which permit their team to make knowledgeable and well-versed decisions.  It is very cost effective and delievers high quality HD video, HD content and HD voice for outstanding performance ideal solution for a medium-sized to small environment abridged directory and dialling search when indexed to the Polycom congregated management application (Mitchell, 2008). It offers an advanced HD technology & video, offers natural & smooth, motion and intelligent clear images for exceptional video. It has a widescreen LCD and connects at touch of a button via user-friendly edge. Share multimedia and presentations easily to create more creative and better discussions. It’s power-driven by the codec c60 through finest definition up to 1080p full HD, HD association and finer audio. Step to ensure healthy, safe and secure ergonomically sound work The member of staff is accountable for maintaining secure and safe work surroundings and for assembling the off-site workplace in an ergonomically sound manner. Department heads must direct the member of staff or the Vocational Rehabilitation analyst for support in setting up an ergonomically accurate off-site workspace and could provide CCC workforce with information on an ergonomically and safe and sound work environment. Job-related injuries sustained in the off-site workplace, during approved upon operational hours, must be reported without delay to the manager. Such reports of grievances would be tackled in similar manner like information of injuries in the normal place of work. CCC employees must not entertain visitors, on professional matters, at the off-site location without the prior approval from the department’s head. With rational notice, the Head of the Department may use with an agency to make on-site stopovers to the employee’s home or additional far-flung workplace to choose that the workplace is secure and liberated from danger, and to keep up, mend, scrutinize, or recover University-owned supplies and equipment. Conclusion The Administration department is accountable for offering project managing services for the plan and creation of Customer Contact Center in all the office in India under its custody and care. Additionally, it would provide project management services the office space in other location when appealed by the Department. The facility team which is the subsection of the Administration team and is headed by Mr. Balasaheb in India would manage the work allocation of the CCC. The architects and engineers from Shobha Developers a well known name in India will take care of the layout and the establishments of the company as there are centers in Bangalore, Pune and Mumbai. The purpose of this report has been achieved with the help of the sources and with the help of an architect and engineers the situation has been tackled appropriately Recommendation The recommendations below can make the CCC more efficient and to create litheness, encourage air quality, amplify natural light penetration plus reduce expenses, attempt to minimize the amount of enclosed workstations to 46% of the entire workstations/workspace on a floor. The management of staff or/and occasional private meetings is not generally considered adequate reason for an enclosed workstation/workspace. The stipulation of shared Quiet Rooms and meeting rooms is a more functional and efficient solution. Enclosed offices ought to be situated on the building central part and offered with glazing to get natural light. Screens must be (65") 1.65m or else lower in height. Allocate more or less 26% of the area as circulation area. For intermittent large group (21 or more people) conference, the conference rooms must be rented from private sector instead of accommodation in common office space, (Meden, 2008). Nevertheless, if private conference amenities are not accessible locally, departments can offer conference-size rooms by linking adjoining meeting rooms with soundproof, ceiling height, portable partitions. Departments must consider collocating consecutively to share support equipment and spaces and reduce expenses. Plan space with the intention that short- term space needs are secluded from longer term needs to allow future space diminution. To support open workstation development, Quiet Rooms can be offered for small work requiring privacy and group meetings. To provide utmost functionality as shared workspaces, Quiet Rooms must be operational with communications connections, computer equipment and furniture. To create litheness, pertain a modular strategy to planning; explicitly plan spaces that are well-matched with building networks. Most existing amenities are built on a 6' x 6' grid. Plan the dimension of lesser support spaces with the intention that they can be exchangeable with workstations for groups. Attempt to normalize workstation furniture with the intention that, when shift happen, only people require to move (Allcorn, 2003). References: Allcorn, Seth (2003). The dynamic workplace: present structure and future redesign. Westport, CT: Praeger. Farooque, L., (2008). The environments of architecture: environmental design in context, Choice: Current Reviews for Academic Libraries, 46(4), 678-678, Book Review. Meden, R. P., (2008). On altering architecture, Choice: Current Reviews for Academic Libraries, , 46 (4), 678-678, Book Review. Mitchell, Pru. (2008). Learning architecture: issues in indexing Australian education in a Web 2.0 world, Indexer, 26(4), 163-169 Lister, L. F., (2008). Architectural graphic standards: student edition, Choice: Current Reviews for Academic Libraries, 46 (4), 677-677, Book Review. Quible, Zane, (2007) ,  Encyclopedia of Business and Finance, 2nd ed.  Thomson Gale. (2007). Encyclopedia of Business and Finance, 2nd ed. Vischer, Jacqueline (2005). Space meets status: designing workplace performance. New York, NY: Routlidge. Appendices Office Layout & Design for Hundee Corportation Meeting Room for 20 people Training room for 20 people Cafeteria for 50 people Cafeteria for 50 people (contd) Open layout plan Read More