BMP5017 Business Management & Career Development
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Table of Contents
Justification of the Research Approach to the Mini Project 6
Conclusion and recommendations 11
Appendix 1: Log of Work-based Learning Hours 16
Appendix 2: Learning Contract and Work-Based Learning Assessment Form 19
Introduction
Background
LiDL is a renowned, successful chain of supermarket and grocery stores that started in Germany in the late 1970s and now has more than 12,350 stores in different countries with more than 341,000 employees worldwide. This store was first established in Ludwigshafen, Germany with less than 5 employees and expanded over different countries over time. LIDL sell high-quality products like household items, food items, meat, baked products, and groceries at low prices intending to make these things accessible to everyone at low prices. This supermarket company pick their products very precisely as nearly 80% of their products and materials all of which through quality, rigorous taste and sensory testing as they belong from private labels (LiDL, 2024). Their products from private labels are the outcome of careful sourcing for the materials. LiDL partners with regional and local farm suppliers to give their consumers top-quality and fresh products. Lidl has some core values and principles they follow to make their stores more reliable, sustainable and beneficial for all consumers. Their core principles involve customer satisfaction and low prices, High-quality products, abiding by legislation, and company policy, and being an environmentally, economically, and socially responsible organisation. They acknowledge, recognise and build feedback to make a healthy operating surrounding in their workplace (LiDL, 2024). They also organise new things to attract more customers to their stores like Wednesday’s surprise where they put other products like sweatpants, cookwares etc to sell along with the food products. They also have a ‘bring your bag rule’ to encourage greener solutions and decrease the cost of building bags. LiDL has their speciality Greek pastries to real Spanish olives as their international selection for delicious treats in their stores. Although LidL has several positive points it also has some negative ones that create issues for the management of their business and the customers. This report intends to discuss the business management issues of LiDL.
Business Management Issue
The renowned supermarket and grocery store company LiDL whose core values and principles revolve around fulfilling their customers’ needs and providing reliable, sustainable products to their customers. Their main aim is to provide the best products at low prices to satisfy the customer with the quality of the product and the expenditure they spend to buy that product. Customer satisfaction contributes to their core principles and values as they think satisfying their customers in terms of providing good products is their duty (LiDL, 2024). There are still some of the issues they have been facing in satisfying their customers in terms of product quality, services, staff behaviour etc. In this scenario where consumers are not satisfied with the company, then it will be a major concern for the organisation to resolve the issues as soon as possible before it affect the financial stability of the company. To resolve this issue appropriate research is required to identify the root cause of the issue as for the past 3-4 months the rate of customer dissatisfaction with the company has been increasing and the customers are turning away their faces from the stores. This issue is also giving other competitors a competitive advantage as the customers will approach them for better services. That is why this issue needs to be resolved to decrease customer complaints and increase customer satisfaction with the company. As per Leite, et. al. (2024, p.1) the organisation or company have to prioritize their customer satisfaction and requirements to stay competitive in the industry. Here are some factors that lead to customer dissatisfaction:
Customer dissatisfaction is an outcome of so many internal issues like selling products with confusing or incomplete details in stores that make customers doubt the product. Those products have low quality and can create health issues for consumers that’s what made them think that the company is cheating their consumers and that creates customer dissatisfaction. Customer satisfaction includes how excellent the product is to the customer’s experience as compared to the value expectation of the buyer (Hamzah and Shamsudin, 2020).
Another reason why customers are dissatisfied with the company is because of unsupportive staff, slow customer services and slow delivery of the products. This happens because consumers expect their needs to be fulfilled by the company as soon as possible and to assist them when they ask any queries but sometimes the company fails to do so which creates customer dissatisfaction causing a loss in customer retention.
Companies thinking of themselves and making their business and stores profit-oriented rather than focusing on customer needs, and making it customer-oriented to let them have a personalised experience while shopping. They do this to make tons of financial profits for their company by selling low-quality products at high prices which causes customer dissatisfaction towards the company.
The hostile and impolite behaviour of the employee towards the customer seeking help in the stores or asking queries regarding any product also creates a negative impact on the customer’s mind about the management of the company. Employees should show hospitality towards the customers to build better customer-employee relationships (Kaminakis, et. al., 2019). Customers judge how ill-mannered the staff is and this creates customer dissatisfaction which can lead to customer turnover from the stores or company creating a huge loss for the business.
The lack of technology and restricted payment methods on checkout after purchasing the products makes customers wait in a very long queue for several hours making them uncomfortable and dissatisfied with the company’s services. Most of the grocery stores have traditional payment methods which create chaos when a large crowd of customers shop at the same time causing discomfort to the customers as well as the staff of the company. The adoption of M-payment (mobile payment) can resolve these issues but many barriers come a way to implementing this technology in stores (Moghavvemi, et. al., 2021).
Non-availability of a wide range of essential products in-store and low quality of available products are also other reasons for customer dissatisfaction as they visit other grocery stores in search of those products. This scenario can benefit its competitors if they have a wider range of products at reliable and sustainable prices in their supermarkets or grocery stores (Leite, et. al., 2024, p.1).
The dissatisfied customers who face issues while using the services of a company leave negative feedback or remarks about the company in several surveys. They also convey negative remarks about the company to other people which makes the company lose more and more customers which leads to high customer complaints or dissatisfaction of the consumers creating a financial loss for the company.
The high unmet expectations of the consumers from the company or the product also lead towards customer dissatisfaction as they expect high-quality products at low cost which is not always possible and creates a negative brand image which is not good for the business.
Justification of the Research Approach to the Mini Project
The Lidl GB is a renowned supermarket store in the UK that highly focuses on customer satisfaction. As per the company’s mission, they facilitate customers with the best value for money. They focus on customer satisfaction by taking into account providing them with the highest quality products at the lowest prices (Lidl GB, n.d.). If customers are not satisfied, then it is a major concern for Lidl GB. This issue needs to be resolved as soon as possible because it may negatively affect the financial performance of the company. For this purpose, effective research is required. For the last three months, it appears that the customers are not satisfied. This is why because the number of customers decreased compared to earlier. The second reason is that customers have started giving low ratings and negative reviews about the company. Apart from this, it is also observed that the number of customer complaints also increased significantly. Therefore, this problem requires research on why customers of Lidl GB are not satisfied.
Therefore, this issue cannot be investigated without asking customers why they are not satisfied. Therefore, taking feedback from customers about whether or not they are satisfied with the company is an effective way to analyse the reason behind customer dissatisfaction (Goodman, 2019). The best way to do this is to ask the customer about his experience once he/she completed the billing process. In this way, customers will not face much inconvenience. Through this medium, it will be easy to research to what extent the customer is satisfied with the company and the company's products and services. This is primary research with the help of which the company can analyse the reasons behind the dissatisfaction of customers. It is observed by the customer service staff that the number of customer complaints also increased significantly. Therefore, analysis of these complaints is also essential to analyse the reasons why customers are dissatisfied with the company. A customer files a complaint only when he/she is dissatisfied with the company or its products and services. Analysing the complaints of customers is also an effective method to examine the reasons behind customer dissatisfaction.
It is also observed by the company that customers have started giving negative written and verbal reviews about the company. It is important to note that negative written and oral reviews can negatively affect the reputation and commercial and financial performance of the company. This is the reason why it is also required to research these reviews. Through this method, Lidl GB can find out areas of improvement regarding customer satisfaction. In the present time, customers show dissatisfaction by giving low ratings and posting negative comments on social media platforms. When giving low ratings, customers also state the reason behind they are giving low ratings to the company. Analysis of these ratings is an effective way to find out the reason behind customer dissatisfaction.
In the present context, if the customers are not satisfied with the company or its services and products, they share their opinions on social media. Therefore, by analysing social media platforms, Lidl GB can also find out the reasons behind customer dissatisfaction. Through the above-mentioned approaches, it becomes easy for the company to analyse the root causes behind customer dissatisfaction. Along with primary research, it is also important for Lidl GB to pay attention towards secondary research in order to analyse why customers of retail stores are dissatisfied. For this purpose, analysis of existing research from business reports, media articles and journal articles is essential. These sources are written and published by renowned business experts and scholars. These sources can provide valuable insights into the reasons why customers are not satisfied with retail stores at the present time. It is important to note that there are some common problems faced by retail companies and supermarket companies due to which customers are not satisfied.
In a nutshell, in order to analyse the reasons behind customers are not satisfied with Lidl GB. The research approach includes both primary and secondary research. Primary research is important to analyse customer’s perspective whereas secondary research is important to investigate common problems faced by supermarket companies regarding customer satisfaction. Primary research will be conducted by analysing the in-store experience of customers and examining the reviews and complaints of customers. On the other side, the secondary research will be conducted by evaluating sources like business reports, newspaper articles and journal articles. This is the justification of the research approach to the mini-project.
Presentation of findings
The findings are provided in accordance with the outcomes of the analysis of complaints, reviews, comments and experiences of customers. Apart from this, findings are also provided by analysing journal articles, newspaper articles and business reports. After the billing process was completed, customers were asked about their experience, the purpose of this was that customers could tell about their good and bad experiences. Customers shared their different experiences. Some customers said that the prices of the products are affordable but it takes a lot of time for them to get the billing done. These experiences indicate that customers face the issue of long waiting times and this thing makes them dissatisfied. It is important to consider that long waiting time is a negative factor that can lead to customer dissatisfaction in the context of retail stores or supermarket stores (Goi?, Levenier and Montoya, 2021). Therefore, Lidl GB is required to make efforts to reduce the waiting time.
Some customers shared their in-store experience and said that they did not understand the product properly. According to them, some products have missing price tags, some have missing specifications and some products are defective. After analysing it, it was found that the products are not checked properly at some of the company's stores. This is a big issue for the company as customers leave the store unhappy or without buying anything. It is essential for retail companies to pay attention towards product pricing, labelling and packaging because it can impact customer satisfaction (Zhao, et. al., 2021). Therefore, it is essential for Lidl GB to present products in the store with appropriate packaging, pricing and labelling. This thing can provide clarity to customers and they can make judgments whether to buy a product or not. Some customers shared their experience saying that they end up wasting their time in the retail store because their expected products are not available in the store. In the present context, customer demand has changed. They want products as per their choices and this is the reason why Lidl GB should pay attention towards the availability of products as per the expectations of customers.
As per the reviews given by customers on the website of the company, the concern of most of the customers that gave low ratings is lack of support from the staff of the retail store. The role of supporting staff is huge in satisfaction of customers. This is why because supporting staff assist customers in numerous ways. They provide information about products, they assist customers in finding the right product, and they assist customers in guiding about price ranges of the product. Positive human interaction plays a pivotal role in increasing the in-store experience of customers (Danziger, 2024). If they are not fulfilling their duty towards customers, there is no doubt that customers will be unsatisfied. Therefore, it is found by primary research that the approach of the support staff of Lidl GB is unfriendly and rude. This is one of the leading reasons why customers are not satisfied and due to this, they are giving low ratings to companies across different platforms. It means that employees of Lidl GB must be trained by the company regarding how to make the in-store experience of customers great.
In the present scenario, social media plays a key role in analysing the extent to which customers are satisfied with a company. Apart from this, through this medium, the level of customer engagement and their repurchasing behaviour can be also easily analysed (Majeed, et. al., 2022). After the analysis of the social media accounts of Lidl GB, it is found that customers are not engaged with the posts and videos of the company as before. This thing shows that customers are not satisfied. Apart from this, some customers are expressing their negative in-store experience in the comment section. Analysing the comments, it is found that the main concerns of the customers are unsupportive staff, lack of variety of products, long waiting time and unavailability of products. This shows that the company also needs to improve its image. It was also revealed from social media that people of the young generation are not showing interest in purchasing products from retail stores. It means that Lidl GB requires making social media campaigns in order to attract customers. Social media has the power to attract customers because people whether they are men, women, old or young use social media platforms to a large extent.
After the analysis of complaints of dissatisfied customers, it is found that some customers are dissatisfied because the retail stores of Lidl GB are not clean. It is essential to note that customers like to shop for items from supermarkets and retail stores when they receive a clean and hygienic atmosphere inside the store. If the store is not clean, this thing can lead to disappointment and dissatisfaction. Apart from this, it is also found during the analysis of complaints that some customers are dissatisfied because of the quality and freshness of the products. Customers always want to purchase good quality products and if the product’s quality is good, then they can purchase such products at any cost. It means that Lidl GB needs to pay attention towards providing customers with good-quality products instead of low-quality products. Therefore, it can be said that customer dissatisfaction grew also due to factors such as the cleanliness of the store, layout of the store and quality of the products (Nelson, 2021).
Apart from this, some customers also say in their complaints that the company does not resolve their issues appropriately. This thing indicates that the customer care service of Lidl GB is not working appropriately and effectively in resolving the concerns of the customers. When customer concerns are ignored by a company, the chances of customer dissatisfaction are high. This is the reason why big companies focus more on customer care service and try to resolve customer concerns as quickly as possible. If Lidl GB does not pay attention towards this area, it can lead to other negative consequences like legal actions, financial loss, lack of growth and reputational damage along with customer dissatisfaction.
It is found by secondary research that the shopping experience of customers of retail stores decreased because retail stores do not rely on technological aspects. In the present context, the role of technology is huge in increasing the in-store experience of customers. This is the reason why it is important for supermarket and retail companies to enhance customer experience by relying on technologies like VR (Virtual Assistance) and AI (Artificial Intelligence) (Campanelli, 2024). It is also found in secondary research that customers are dissatisfied with supermarkets and retail stores because of a lack of variety of products. In the present context, customers like to purchase products through the medium of online shopping websites or e-commerce because they can choose their products out of a variety of products. In retail or supermarket stores, they do not get enough variety and this is the reason why customers are not satisfied with retail stores. Like every industry, the retail industry also requires to be modernised and the role of technology integration is huge in this.
It is essential to note that service quality is considered a key to the success of supermarkets or retail stores. The role of service quality is huge in satisfying customers. As per the secondary research, it is found that the staff of supermarkets or retail stores are required to deliver continuous services to customers with reliability, empathy, responsiveness, assurance and tangibles so that they receive a good shopping experience (Slack, Singh and Sharma, 2020). It is also found that poor service quality leads to customer dissatisfaction and outcomes like negative word-of-mouth, lack of repurchase intention and complaining behaviour. The role of service quality is also huge in achieving customer loyalty and increasing the brand image of a supermarket or retail company (Dam and Dam, 2021). Therefore, Lidl GB needs to pay attention towards the area of service quality. Therefore, it can be said that customer satisfaction and dissatisfaction depend upon service quality to a large extent.
In a nutshell, there is a variety of reasons found out through primary and secondary research regarding why customers are dissatisfied. The main reasons found through the primary research are long waiting time, unavailability of products, disarrangement in the store, lack of support, changed preferences of customers, unfriendly and rude behaviour of staff, poor customer care service and low-quality products are the main reasons behind customer dissatisfaction. On the other side, it is found by secondary research that the retail or supermarket industry is struggling significantly after the COVID-19 pandemic. Apart from this, it is also found by secondary research that customers are dissatisfied with retail and supermarket stores because of lack of variety of products, avoidance of technological integration and poor and slow service quality. Lidl GB is required to pay attention towards the above-stated areas in order to achieve the aim of customer satisfaction.
Conclusion and recommendations
This research project analysed a business management issue in a company. For this purpose, the chosen business organisation was Lidl GB and the business management issue was customer dissatisfaction. First of all, this research project provided the background of Lidl GB. The Lidl GB is a renowned multinational retail chain that operates a business in the United Kingdom that sells groceries, beverages and household essentials. The company highly emphasises the area of customer satisfaction. As per the mission of the company, they want they provide customers with the highest quality products at the lowest prices. If customers are not satisfied, then it is a major concern for Lidl GB and this is a business management issue for this company. This research project analysed that customer dissatisfaction is one of the major concerns for a retail and supermarket store like Lidl GB. In order to analyse this business management issue, this research report relied on both primary and secondary research in order to analyse the business management issue of customer dissatisfaction for Lidl GB.
It is analysed by this research that customers of Lidl GB are not satisfied because of certain reasons. For example, the number of customers decreased, customers have started giving low ratings and negative reviews and the number of customer complaints has increased. Therefore, this problem requires research on why customers of Lidl GB are not satisfied. For analysing the reasons behind customer dissatisfaction, this report conducted primary research by analysing customer complaints, reviews, comments and experience. Apart from this, secondary research was also conducted for this purpose. The secondary research was conducted by analysing journal articles, newspaper articles and business reports. After this research, it was found that long waiting times, poor service quality, store atmosphere, lack of support, changed preferences of customers, unavailability of products, poor customer care service, lack of variety of products, avoidance of technological integration and low-quality products are the main reasons behind customer dissatisfaction. These shortcomings are found after primary and secondary research.
In order to overcome the above-stated shortcomings, it is essential for Lidl GB to pay attention towards the following recommendations -
Improving the atmosphere of stores by paying attention towards areas such as lighting, bathroom facilities, layout, appropriate temperature, store design and decoration.
Continuously analysing the preferences of customers and installing products in stores in accordance with customer preferences.
Providing employees with appropriate training so that they support customers from beginning to end.
Making strategies to overcome the issue of long waiting times. For this purpose, the company can adopt new technologies in order to provide faster services.
Improving the quality of products along with improving areas such as labelling, packaging and pricing in relation to products.
Make an appropriate internal complaint process so that customers can easily express their concerns and the company can resolve them.
Facilitating customers with different variety of products so that they can choose products that are suitable for them.
Adopting modern technologies like AI (Artificial Intelligence) and VR (Virtual Assistance) in order to provide good in-store experience to customers.
Starting social media campaigns in order to increase the engagement of customers.
Hiring cleaning staff for all retail stores so that customers do not face issues related to cleanliness and hygiene.
Facilitating customers with guidance, assistance, reliability, empathy, responsiveness, information-sharing, assurance and tangibles so that they receive a good shopping experience.
It is important for Lidl GB to draw attention towards the above-stated recommendations. By following these recommendations, Lidl GB can overcome the business management issue of customer dissatisfaction. By working on these recommendations the company will definitely see positive results. For a retail chain like Lidl GB, it is essential to ensure whether or not customers are satisfied. This is why because the commercial success of such companies largely depends upon whether customers are satisfied or not. In case customers are dissatisfied, then such a company may face issues such as reputational damage, lack of growth and poor financial performance.
References
Campanelli, M., 2024. Report: Consumers Dissatisfied With Retail Experiences. TotalRetail. Available at: https://www.mytotalretail.com/article/report-consumers-dissatisfied-with-retail-experiences/ (Accessed: 19 September 2024)
Dam, S.M. and Dam, T.C., 2021. Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), pp.585-593. https://koreascience.kr/article/JAKO202106438543453.pdf
Danziger, P.N., 2024. Retail Staffing: How Much Customer Service Increases Customer Satisfaction. Forbes. Available at: https://www.forbes.com/sites/pamdanziger/2017/12/14/new-retail-paradigm-its-a-people-not-a-product-business-anymore/ (Accessed: 21 September 2024).
Goi?, M., Levenier, C. and Montoya, R., 2021. Drivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats. Journal of Retailing and Consumer Services, 60, p.102505. https://www.sciencedirect.com/science/article/abs/pii/S0969698921000710
Goodman, J., 2019. Strategic customer service: Managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits. Amacom.
Hamzah, A.A. and Shamsudin, M.F., 2020. Why customer satisfaction is important to business?. Journal of Undergraduate Social Science and Technology, 1(1).https://abrn.asia/ojs/index.php/JUSST/article/view/58
Kaminakis, K., Karantinou, K., Koritos, C. and Gounaris, S., 2019. Hospitality servicescape effects on customer-employee interactions: A multilevel study. Tourism Management, 72, pp.130-144.https://www.sciencedirect.com/science/article/abs/pii/S0261517718302826
Leite, Â., Rodrigues, A. and Lopes, S., 2024. Customer connections: A cross-cultural investigation of brand experience and brand love in the retail landscape. Administrative Sciences, 14(1), p.11.https://www.mdpi.com/2076-3387/14/1/11
Lidl GB, n.d. About us. Available at: https://www.lidl.co.uk/c/about-us/s10023097 (Accessed: 18 September 2024)
LiDL, 2024. about us [online]. LIDL US, LLC. Available at: https://www.lidl.com/about-us [ Retrieved on: 19 September 2024].
Majeed, M., Asare, C., Fatawu, A. and Abubakari, A., 2022. An analysis of the effects of customer satisfaction and engagement on social media on repurchase intention in the hospitality industry. Cogent Business & Management, 9(1), p.2028331.
Moghavvemi, S., Mei, T.X., Phoong, S.W. and Phoong, S.Y., 2021. Drivers and barriers of mobile payment adoption: Malaysian merchants' perspective. Journal of Retailing and Consumer Services, 59, p.102364.https://www.sciencedirect.com/science/article/abs/pii/S0969698920313722
Nelson, T., 2021. New Reports: Consumer Supermarket Satisfaction Is Dropping, Just as Food Prices Start to Spike. Available at: https://www.allrecipes.com/article/grocery-satisfaction-down-prices-up/ (Accessed: 20 September 2024)
Slack, N., Singh, G. and Sharma, S., 2020. The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions. International Journal of Quality and Service Sciences, 12(3), pp.297-318. https://core.ac.uk/download/pdf/328806803.pdf
Zhao, H., Yao, X., Liu, Z. and Yang, Q., 2021. Impact of pricing and product information on consumer buying behavior with customer satisfaction in a mediating role. Frontiers in psychology, 12, p.720151. https://www.frontiersin.org/journals/psychology/articles/10.3389/fpsyg.2021.720151/full?ref=productledalliance.com
Appendices
Appendix 1: Log of Work-based Learning Hours
Name of Student |
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Student ID Number |
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Work Provider Name |
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Work Supervisor Name |
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Work Supervisor Role |
Assistant store manager |
Dates of Work-based Learning |
01/07/24 – 02/07/24 |
Date |
Professional Activities |
Hours/Mins Completed |
Supervisor’s signature |
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01/07/24 – 05/07/24 |
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40 |
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08/07/24 – 12/07/24 |
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40 |
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15/07/24 – 19/07/24 |
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40 |
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22/07/24 – 27/07/24 |
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40 |
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29/07/24 – 02/07/24 |
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40 |
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200 |
Tutor’s Signature:
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Appendix 2: Learning Contract and Work-Based Learning Assessment Form
BSc (Hons) Business Management
LEARNING CONTRACT
Student |
Work Supervisor |
Allocated University Tutor |
Name: |
Name: |
Name: |
Email: |
Email: |
Email: |
Tel: |
Tel: |
Tel: |
Name of work provider/organisation |
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Work-based learning dates (from & to) |
01/07/24 – 02/07/24 |
Intended working hours |
40 hours per week |
Student role/ duties
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Assistant store manager |
Mini Project
Working title
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Assistant store manager |
The issue to be investigated
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The issues that need to be investigated in business management are customer satisfaction and how it can be improved to maintain the reliability and reputation of the company. |
Investigation method
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The research method followed will be observation and primary research regarding customer satisfaction at the store. |
Timelines
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40 hours per week |
Agreement signatures:
Student |
Work Supervisor |
Allocated University Tutor |
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WORK-BASED LEARNING ASSESSMENT FORM
To be completed by the work provider and allocated tutor – and agreed by Programme Leaders or Head of School.
1. WORK DETAILS |
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Organisation Name: LiDL
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Occupational Area: Supermarket
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Postal Address:
Post Code: |
Nature of Business: grocery stores, supermarket supply chain and food retailers
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Main Contact: Mr, Mrs, Miss, Ms Dr, Other
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Telephone No.:
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Position:
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Fax No.:
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Employer Health & Safety Representative / Competent Person: |
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Mobile No.:
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University Representative (tutor or supervisor): |
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Email address:
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Web Site:
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Number of Employees: |
F/T |
P/T |
Other |
Total |
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What is preferred method of Contact
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Information contained in our database may be used to contact you from time to time.
Please indicate if you want to be contacted Yes No
INSURANCE DETAILS
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Date Checked |
Current Insurance Cover |
Policy Number |
Expiry Date |
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Employers Liability |
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Public Liability |
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Vehicle/Plant |
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3. SUPERVISION
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3.1 |
Will the Employer provide Supervision / Safeguarding |
Yes or No |
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Name:
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DEPUTY SUPERVISION |
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3.2 |
In the absence of the main supervisor who will supervise the learner/ employee? Yes or No |
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Name: |
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4.1 |
Health and Safety Policy |
Yes/No |
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A |
Is there a clear commitment to health, safety & welfare (written policy statement mandatory when 5 or more employees)? |
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B |
Are the responsibilities and arrangements for health and safety clearly stated (recorded when 5 or more employees)? |
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4.2 |
Risk assessment and control |
Yes/No |
A |
Have risk assessments been carried out and significant risks identified? |
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B |
Have the significant findings and details of any groups identified (e.g. young persons/ vulnerable adults inexperience) as being especially at risk been recorded (this is optional where there are fewer than 5 employees)? Comments:
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C |
Give details of the risks and control measures relating to the occupations and the specific activities carried out in the workplace.
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D |
How are the risks and control measures explained to employees and others?
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E |
Are risk assessments reviewed e.g. in light of the findings from monitoring activities? |
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4.3 |
Fire and emergencies |
Yes/No |
A |
Has the Employer carried out a fire risk assessment? |
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B |
Is there a means of raising the alarm and fire detection in place? |
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C |
Are there appropriate means of fighting fire in place? |
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D |
Are effective means of escape in place including unobstructed routes and exits? |
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Comments:
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5. EMPLOYER APPRAISAL / ORGANISATIONAL NEEDS ANALYSIS– ACTION / RECOMMENDATIONS
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ACTION |
BY WHOM |
BY WHEN |
COMPLETION DATE |
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