Question 2.

EBM Ltd is a large-scale business producing and installing state-of-the-art security systems. Its headquarters is in Kitwe and it has numerous offices across Zambia. The organisation employs 1000 people. EBM has grown into a leader in its field. EBM believes in using products of the highest possible quality to ensure that the customer has many years of problem-free use. EBM CEO, Seraiah, believes that if he employs capable staff, they will motivate themselves to do good job. However, last month Seraiah noticed a drop in productivity and a rise in the number of customer complaints. Seraiah knows he must act swiftly or face competitors gaining a larger market share.

a.Define the following performance indicators.

Percentage of market share

Number of customer complaints

b.Discuss a management style that would best suit Seraiah in overcoming the drop in productivity that he has identified.

c.Identify and explain two management skills that Seraiah could use to address the issue of customer complaints.

d.Seraiah is evaluating EBM's management structure to see if it best suits the needs of the organisation. Identify and describe an appropriate management structure for EBM. Justify how this management structure best supports the organisation.

e.Explain two ways inEBM can ensure that it is operating ethically in terms of the management of its human resources

(20 marks)