KOLEJ PROFESIONAL MARA INDERA MAHKOTA

DIPLOMA IN ENGLISH COMMUNICATION

COURSE NAME : WORKPLACE COMMUNICATION

COURSE CODE : COM3593
ACADEMIC SESSION : 1 2023/2024
TYPE OF ASSESSMENT : ASSIGNMENT (CASE SCENARIO)
DATE OUT : 29TH MAY 2023
DATE IN : 19TH JUNE 2023
DURATION : 3 WEEKS

CLO 4: PRESENT A ROLE PLAY BASED ON THE WORKPLACE ISSUE. (A2, PLO5)

INSTRUCTION TO CANDIDATES:
• Carefully check the submission date and the instructions given with the assignment/project. Late
submission will not be accepted.
• If you are unable to submit your assignment/project on time and have valid reasons such as illness,
you may apply (in writing) for an extension.
• If you use other people’s work or ideas in your assignment/project, kindly reference them using APA
system.

Criteria
Personal Details Marks
Evaluation
Name Muhammad Adam Luqman Problem Identification /10
Alia Shuhada
Nur Arissa Analysis /10
Nurul Ainna
I/D IDI21-07-075 Application /10
Number IDI21-07-004
IDI21-07-096
Synthesis /10
IDI21-07-030
Class DEC 6D
Decision Making /10
Lecturer MR. JUHARI SHAM BIN JUSOH
Peer Evaluation /5

Total / 55

I hereby confirmed that this assignment is my own work and not

copied or plagiarized from any source. I have referenced the
sources from which the information is obtained by me for this
assignment.

Signature Date
WRITTEN REPORT

1. In a group of 3-4, you are required to pick a nearby company/workplace to

be made as a case study.
2. You are required to set up an appointment with the person-in-charge of the
chosen company/workplace for an interview.
3. The information that you should gather during the interview to be compiled
into written report:
a) The background of the company/workplace – vision, mission,
objectives, and years of operation
b) The career background of the interviewee
c) Common issues faced by the company/workplace and their
standard operating procedure in managing those common issues
d) One major issue that the company/workplace have ever
experienced and the steps they have taken to resolve the issue
4. Your report should consist of information as listed in no.3 and also your
analysis on the company’s problem-solving steps and standard operating
procedure in resolving the issues.
5. The report should also include pictures from the interview session and other
relevant pictures as appendix.

*Refer assignment guidelines attached together with this assessment brief.

6. Deadline for the report is 19th June 2023.

ASSIGNMENT GUIDELINES

CONTENT:

1. Background of the company/workplace

2. Career background of the interviewee
3. Common issues and standard operating procedure in managing the issues
4. Major issue and its resolution
5. Analysis on the standard operating procedure and resolution
6. Appendix – pictures from the interview session and other relevant pictures

FORMAT:

1. MS Word-processed
2. Font: Arial / Tahoma / Times New Roman
3. Font size: 12
4. Line and spacing: Justified, 1.5
 Background of the Company

Introducing Whitehall Event Management Kuantan, the firm with which we had the interview
session. A company called Whitehall Event Management Kuantan offers wedding planning
services as well as a venue for any event, including weddings and aqiqahs. For individuals
who require an elegant setting with a simple but modern aesthetic that is accessible to all.
For your knowledge, Whitehall Event Management Kuantan began operations in 2022, and
their first wedding event took place on the fourth day of Hari Raya Aidil Fitri. Furthermore,
Whitehall Event Management is also one of the departments under Golden Partner
Management which is GPM is an organizational that provide management consultancy
services, company secretary services, accounting & taxation preparation, finance license
registration & ground level. So, Whitehall is one of their companies that is core in managing
events. The objectives of the company also want to diversify its sources of income because
business has been down since MCO started operating two years ago. By launching this
initiative, the company hopes to increase profits. Additionally, the goal for the client side is
to make the occasion a success and want the client to spread positive words about Whitehall
Event Management at the same time, so they may grow the branch's reach in Malaysia to
include locations outside of Kuantan.

Mission: Offering wedding packages at reasonable rates and not just catering and only
focused on the wealthy.

Vision: Assisting, gratifying, and pleasing clients in arranging a special and memorable
event.

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Whitehall Organization Chart

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 Career Background of The Interviewee

According to the organizational chart, the respondent from Whitehall Event

Management is a manager of operations by the name of Roswatina Binti Hj Mohamed
Hasan, 42, also known as "Cik Atie." Cik Atie has an educational background which means
she has 8 years of educational management. According to Cik Atie as long as she in this
organization, she had managed more than 50 events in in the past 1 years of the Whitehall
has been operating. Her experience in this field is extensive. A lot of red tape from clients
that need to be attended to and have their wishes met. However, she tried to accommodate
their needs while being patient and managing the plan wisely. For example, Cik Atie and the
team had to deal with clients who did not listen and who were not tolerant during the
preparation and wedding ceremony. The clients blame the Whitehall about food issue. They
blamed Whitehall for not preparing enough food as stated in the package taken, even though
the client themselves invited more guests than they should have to their wedding. However,
Cik Atie and the team able manage the problems well by convincing and advising them the
solution that they need to do.
Furthermore, Cik Atie as an operation manager also needs to work and think about
HR, admissions, attendance, health and safety, and the flow of events. Cik Atie needs to go
through one by one and make sure the things will go well on occasion day need to go through
one by one and make sure the things will go well on occasion day. So, those parts are very
challenging for her because she needs to be thoroughfully in every detail she can plan with
her teammates. Cik Atie needs to conduct the meeting and create one team that has person
in charge in each section like p.i.c for food, invitation, media and etc. Even though Whitehall
facing a shortage of manpower, they work together and help each other well. Sometimes,
one worker needs to do multiple work in a day or event, but they do not give up on theirselves.
According to Cik Atie, she doesn’t face any issue among the workers in her workplace
meaning that she conducts and leads them as a good leader in team.

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 White Hall Customer Policy

• Our wedding planning service offers the lowest price and best service for people with
low budget.
• We offer a spacious yet affordable place for people to host any events including
conference, meeting and any occasions.
• We include the best service of planning including equipment, venue, design, timeline
management, and on-site coordination.
• Client information are strictly used only for wedding planning purposes and will not be
shared with any third parties without consent.
• Event consultations are only available during office hours from 8:00AM to 5:00PM.
• Meeting outside of office hours shall be arranged by appointment.
• Customers shall be given two options after proceeding with their chosen package
either to make additional payment for additional food packages or bring their own food
on the day of the event.

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 Common issues faced by the company/workplace and their standard operating
procedure in managing those common issues.

One of the common issues faced by Whitehall, a contemporary company focusing on

hosting weddings under the Golden Partner Management is being understaffed when they receive
a lot of orders from customers. Whitehall offer packages that includes clothes rental for bride and
groom, makeup artist, food catering, professional photograpers and a magnificent hall for
weddings. This certainly needs an adequate number of staffs to manage and handle everything
sucessfully while ensuring that every staff is not overworked by the workload. In order to overcome
this, Whitehall has come up with a schedule to be rotated among their staffs. They will also make
sure that all the staffs are in their best mental and health state to serve the customers all day long
during events.

Next, another issue faced by Whitehall is they receive lesser orders on weekdays and more
on weekends. This is because they initally focused on weddings and usually customers will do
their weddings during weekends because most of their friends and family members will be
available during that time. Apart from that, the usual working routine should be on weekdays while
breaks on weekends, so Whitehall is trying to change this current situation. Whitehall has come
up with a solution to eliminate this problem, which is by diversifying and maximising their
company’s function. They started to offer other packages aside from weddings like private
meeting, birthday celebrations and so much more. Consequently, Whitehall managed to gather
more orders on weekdays compared to before.

Other than that, slow promotions are one of the issues faced by Whitehall. The owner
mentioned that they could not depend solely on Facebook advertisements because they would
need to compete with other businesses, who could also easily pay up some amount to advertise
their businesses. Whitehall then, decided to open a TikTok account to promote their business by
creating trendy videos promoting their grand space for weddings especially towards young
couples who wants to have their wedding exclusively but within a low and affordable budget.
Another way of promoting their company is when Whitehall goes the extra miles to include
services like catering and make up because usually customers will promote their company
verbally when they talk to their family and friends. Eventually, people will start to get familliar with
Whitehall and trust them to host their events.

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 Major Issue & Resolution

The major issue that is faced by Whitehall is when customers are not being transparent
about the numbers of guests invited. Though Whitehall understands that this issue may arise
maybe due to the excitement of the customers to celebrate their meaningful wedding, but
customers should definitely take into account that Whitehall caters almost everything there is such
as clothes rental for bride and groom, emcee to host the wedding altogether, makeup artist,
professional photographers and also catering. When mentioning about catering, Whitehall has
certainly offered a wide range of packages for a various numbers of guests. The lowest package
offered by Whitehall includes food pax as low as 200 pax for 200 expected guests. Whitehall also
made sure to remind the customers that they should make sure the expected guests arriving at
the wedding are the same as the package taken by them. This is to ensure that each guests
receive an appropriate portion of food and space to sit during the wedding.

Problem arises when customers invite too many guests, especially when they take the
lowest package offered by Whitehall. Guests that arrive during the wedding will surely complain
when the food prepared are not enough for everyone. This situation does not only affect the family
of the bride and groom but also Whitehall’s very own reputation. Hence, Whitehall is trying their
best to avoid this situation from happening. Other than that, Whitehall also wanted to make sure
that everything runs smoothly though they admit that they are understaffed. When customers
choose a certain package, Whitehall immediately estimate the number of staffs needed to be
present during the event hence they highly appreciate customers to be accurate with their number
of guests. Whitehall also believes that by giving their best to their customers, their company will
be trusted and known to a lot more people especially in Kuantan before they expand their
branches to other places in the future.

In order to prevent this situation from happening, Whitehall usually gives a reminder to their
customers several days before the event to ensure the smoothness of the event. During the day
of the event, Whitehall will contact one or two restaurants nearby as a standby, incase customers
would like to add more food pax at the last minute. All payments for additional food pax shall be
made on the day of the event. Whitehall also gives two options for the customers, either they want
to pay more to add extra food pax or they shall bring the food on their own.

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 Analysis on the standard operating procedure and resolution

After a thorough scrutinization of the Whitehall’s standard operating procedures, we

found out that the company has carried out several meaningful procedures for their business
which are identifying and defining the problem, study the current situation, finding the root
cause of the problem, choosing a solution, developing an action plan, implementing the
action plan and checking the results. These steps are equally important to ensure the well-
being of the company itself, the staffs and also their beloved customers. To start off,
Whitehall started their first step by acknowledging that their company faces a problem. They
gathered all the staffs for a meeting to discuss together about the problem that had recently
arise.

Next, they defined the problem namely, customers lying about the number of guests
being invited, which leads to other bigger problems such as insufficient food catering for
each guests and lacking space for seatings to the whole organization during the meeting.
This is crucial for the superiors to decide the next step in solving the problem. Following
that, Whitehall decides to develop an action plan that helps them to accommodate this
problem which is by giving a reminder beforehand to the customers to always remain
transparent about the number of people being invited to the event and not just depend solely
on their guesses and estimations. Whitehall had also came up with the idea to offer two
options to their customers, either they will pay for additional food packages on the day of
the event in case, it is not sufficient, or bring their own food beforehand. When customers
pay additional fees, Whitehall made sure that the food they prepared are clean, hygienic
and enough for all the guests.

Aside from that, Whitehall tries their best to implement the action plan without putting
anyone at risk including staffs. They made sure that every staff is happy and healthy with
their given tasks and does not make their staffs work overtime without appropriate paycheck.
Staffs are given a schedule to rotate between each other and everyone is given equal
amount of workload to be completed. In the end, Whitehall review the results of their action
plan together and to their surprise, their company has become increasingly popular by each
day. Overall, we agreed to Whitehall’s ways of handling their customers by putting both their
customers’ concern and interest at heart while maintaining their good reputation. We

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appraise their methods of being exceptionally brilliant in solving their problems while
minimizing the cost needed to overcome the problem.

APPENDIX

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