INDUSTRIAL ATTACHMENT REPORT: MASS EXPRESS CARGO LTD

BY

ABDIAZIZ IBRAHIM SHEIK

DPM-02-4017/2022

ATTACHMENT REPORT SUBMITTED TO ZETECH UNIVERSITY IN

PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF
DIPLOMA IN PROJECT MANAGEMENT.

JULY 2024
 DECLARATION

Declaration by the Student

This attachment report is my original work and has not been presented to any other
examination body. No part of this attachment report should be reproduced without my
consent or that of the Zetech University.

Name…………………………………………………..Sign………..…Date……………
Declaration by the Supervisor
This attachment report has been submitted with my approval as Zetech University
Supervisor.

Name…………………………………..………….Sign…….………Date………………
Lecturer Supervising
DEDICATION

This attachment report is dedicated to my family especially to my parents and siblings for
their love, care and financial assistance in my studies. May Allah grant them good health
and satisfy them with long life.
 ACKNOWLEDGEMENT
I acknowledge my attachment report supervisor for the professional advice and patience
throughout this attachment report. I would like to thank the entire Zetech University staff for
their continued support and also Mass express cargo ltd for allowing me to conduct this training
study at their premises. Thank you all every ones individual support that has contributed to my
success in finishing the attachment report.
 EXECUTIVE SUMMARY
My attachment period at Mass Express Cargo ltd was an exceptional opportunity for me
to practically engage in the skills I acquired from my studies and put in an active
commercial enterprise. During my attachment at the Mass Express Cargo ltd I did not
only exercise the skills I have acquired at school in the various departments but also
learnt a lot. I was allocated different duties in places that require knowledge in
administration department and was allocated to work independently in different duties
and activities, my duties and responsibilities included, entering data into the system,
stocktaking, filing, attending clients and verification of opening balance in client’s trial
balance. This attachment report covers a complete account of the activities undertaken
during my time at Mass Express Cargo ltd and the responsibilities that were vested upon
me. It also covers briefly background of the company.

The firm must ensure that there is a clear job description and this will build a clear job
specialization. The roles and responsibility of each and every employee must be well
spelt out during allocation of assignments, as an observation, it is prudent for the
organization to continue motivating its employees through training, improving their
remuneration and establishing better working environment.

I recommend Mass Express Cargo ltd should organize team building activities for its staff
in order to bring them closer, this would give staff time to re-examine what they have
achieved so far, share personal experiences and ideas, learn to be together and appreciate,
increase the capacity of development policies and strategies, Improve relations between
the different departments in the firm, proper documentation of records to avoid any
mishaps.

Due to the rapid changing in the job market the top management has to create a culture of
encouraging the employees to advance their knowledge in line with professionalism. It is
a way to have the highest quality of service that the employees are putting in place for the
organization to be able to achieve its goals.
 TABLE OF CONTENTS
DECLARATION ii

DEDICATION iii

ACKNOWLEDGEMENT iv

5
EXECUTIVE SUMMARY v

TABLE OF CONTENTS vi

CHAPTER ONE 1

INTRODUCTION 1

1.1 Background Information 1

1.2 Objectives of attachment 1

CHAPTER TWO 2

DESCRIPTION OF THE ESTABLISHMENT OF ATTACHMENT 2

2.1 Location and brief history of establishment 2

2.2 Objectives of establishment 2

2.3 Organization Structure 3

2.4 Various Departments 3

CHAPTER THREE 5

ACTIVITIES UNDERTAKEN 5

3.1 General Activities Undertaken 5

3.2 Specific Activities Undertaken 5

CHAPTER FOUR 8

EXPERIENCES GAINED 8

4.1 An Analysis of Learnt Knowledge and Applied Skills 8

4.2 A profile of Skills and Competencies gained/acquired 9

4.3 Observation and Critique 12

4.4 Strategy for utilization of contacts established during attachment 13

CHAPTER FIVE 15

SUMMARY, CONCLUSION AND RECOMMENDATIONS 15

5.1 Summary 15

5.2 Conclusion 15
6
5.3 Recommendation 17

7
 CHAPTER ONE

INTRODUCTION
1.1 Background Information
The attachment report reviews my eight weeks of attachment at Mass Express Cargo
ltd,which is part of compulsory course work prior to the compliment of a Diploma in
project management It’s an overview of experience gained from activities carried out at
the company.

1.2 Objectives of attachment

Enhance the student’s awareness of public service awareness, allow students the opportunity
to work in the area of intended specialization, provide the student the opportunity to relate
theory to practice, give the students in-service orientation to a career area they may wish to
pursue, enhance student’s understanding of organizational and group processes, to expose the
student to the behaviour of organizations both in the internal and external, to afford the
student the opportunity to develop hands on experience in the world of work and its
intricacies, hence making students employable and become productive immediately after
arriving at the work place, by choosing to become involved in industrial attachment
opportunities, many students find the experience gained during the application and the
interview process, as well as during the industrial attachment itself offers them a level of
preparedness for future endeavours and a level of confidence, which their peers who have not
interned may not posses, some students find permanent, paid employment with the
companies in which they interned, their value to the company may be increased by the fact
that they need little or no training, it provides employers with cheap or free labour for low
level tasks, it allows students to rise above the competition when it is time to pursue
employment in their field of choice.

CHAPTER TWO
\
 DESCRIPTION OF THE ESTABLISHMENT OF
ATTACHMENT

2.1 Location and brief history of establishment

Mass Express Cargo ltd is located in Eastleigh ,General waruingi ,Next to pumwani
hospital . It is an organization offering diverse cargo services.

2.2 Objectives of establishment

To create a lively and stimulating cargo handling services and offer an environment
that is exciting today with a theme of your cargo our priority, as well as a preparation
for the future, to create a caring, secure environment so that all customers feel a sense of
worth, to develop a caring attitude for the nation, to create a partnership with suppliers
and transporters, to develop a positive place for the logistics within East Africa , to
create a ‘your cargo our priority’ factor, so that each individual feels good about logistics

This attachment helps me as a student to get first hand exposure on how industrial
activities are carried out thus helping one gain experience which prepares one to face and
handle employment with the expected competences.

It enables one to gain practical experience and also learn new and additional skills apart
from one learnt in the university and apply the skills learnt in theory practically,
industrial attachment exposes the student to different types of people in the work
environment and helps her cope with them at different levels in the organization.

The student also gets a chance to bring into the organization new ways of doing things
especially where one has very good interpersonal skills and also managerial competences
which he uses on a day to day basis.
 Board of Directors

General Manager

Procurement ICT Manager HR & Administration Finance

Manager Manager Manager

Procurement ICT Officers Training Officers Account Clerks

Officers

Source: Mass Express cargo ltd (2024)

2.4 Various Departments

Project management office
Specific Functions

Resource planning in projects.

Work planning and effort estimation.

Coordination of project manager / team leader.

Resource allocation and conflict resolution.

Maintenance and planning of skills.

Strategic capacity planning at portfolio level.

Information Communication Technology (ICT)
Function Functions
Maintaining ICT standards, spearheading initiatives, application of information
communication technology, systems analysis and design, developing and implementing
computerized information systems, carrying out research and development on ICT
standards, guidelines and approaches and coordinating their consistent and efficient
application, formulating and developing information infrastructure, coordinating and
developing ministerial/departmental websites, coordinating the development of the
national ICT policy and regulatory framework; and computerization effort, providing
hardware maintenance support services and liaising with hardware vendors for
administration of guarantees and warranties.

Administration Department
Functions
Overall coordination of business, human resource management and development,
transport management, telephone services, office accommodation, mainstreaming gender
issues , management of information and communication technology, procurement and
disposal of stores, assets and equipment.

Finance Department
Functions
Coordination of budget preparation, implementation and control, prioritization of
programmers, projects and activities for the purpose of financial allocation in the budget,
coordination, preparation and implementation of procurement plans that are consistent
with the budget and cash flow projections, ensure that there are adequate funds available
to acquire the resources needed to help the organization achieves its objectives, ensure
costs are controlled, ensure adequate cash flow, establish and control profitability levels.

Human Resource Department

Functions
Provide for consultative participation by employees in management, provide opportunity
for growth in the organization, create a sense of responsibility for those in the authority,
enable organization to carry out its main objectives in a desirable manner, efficient
organizations maximize outputs while minimizing inputs, equity is perceived fairness of
both procedures used to make HR decision and the decisions themselves, provide security
of employment, protect common interests of all parties in the organization.
CHAPTER THREE
ACTIVITIES UNDERTAKEN
3.1 General Activities Undertaken
Assessing the short- and long-term goals of a business or organization and make sure its
programs and portfolios align with its objectives. In project management office I help
businesses prioritize or choose projects based on their objectives. I also take
responsibility for designing programs and portfolios to achieve business goals.
The general activities undertaken on daily basis were preparation of filing of projects
documents, inventory maintenance, filing works, opening of project files, checking vat
tax returns and verification of opening balance in client’s trial balance. After the office I
had to ensure that I arranged my desk to be neat to facilitate smooth flow of work the
following day, I had to open all the cabinet files each morning to minimize wastage of
time when serving employees who needed information from their personal files., filing
was also important general activities undertaken in the organization whereby I classified
various documents alphabetically in putting in their respective files.

3.2 Specific Activities Undertaken

Record keeping: safe handling and proper keeping of firm records for easy retrieval and
future reference, managing appointments and managing the daily office schedule,
working on special projects, accounting tasks, such as preparing checks, creating budgets,
calculating billing statements, preparing and submitting tax forms, coding documents,
compiling financial records and managing inventory records are also completed,
transferring attachment reports to the computer, receiving mails and visitors, compiling
field work attachment reports, attending to meetings and writing attachment reports,
answer and direct phone calls, organize and schedule appointments, plan meetings and
take detailed minutes, write and distribute email, correspondence memos, letters, faxes
and forms, assist in the preparation of regularly scheduled attachment reports, develop
and maintain a filing system, update and maintain office policies and procedures, order
office supplies and research new deals and suppliers, maintain contact lists, book travel
arrangements, submit and reconcile expense attachment reports, provide general support
to visitors, act as the point of contact for internal and external clients, liaise with
executive and senior administrative assistants to handle requests and queries from senior
managers, provide general administrative and clerical support including mailing,
scanning, faxing and copying to management, maintain electronic and hard copy filing
system preparing documents: this is mainly to create permanent audit files, final accounts
and manager’s letter, organizing: in order to implement the plans, a sound organization
structure is required. Organizing is the process of allocating tasks among the members of
the group establishing authority-responsibility relationships among them and integrating
their activities towards the common objectives/.in this way a structure of relationships
among jobs, personnel and physical factors is developed.

It implies checking, verifying and regulating to ensure that everything occurs in

conformity with the plans adopted and the instructions issued. Such monitoring helps to
minimize the gap between desired results and actual performance and also ensuring
statutory deduction have been properly computed and remitted to revenue Authority as
required by law, verification of opening balance in client’s trial balance against audited
financial statement of prior year and verification of receivables and payables in the ledger
against source document such as invoice.

Manage office supplies stock and place orders, prepare regular reports on expenses and
office budgets, maintain and update company databases, organize a filing system for
important and confidential company documents, answer queries by employees and
clients, update office policies as needed, maintain a company calendar and schedule
appointments, book meeting rooms as required, distribute and store correspondence (e.g.
letters, emails and packages), prepare reports and presentations with statistical data, as
assigned, arrange travel and accommodations and schedule in-house and external events.

Manipulating statistical data; and providing reports, arranging both in-house and external
events, handling overflow inbound customer inquiries, fill-in low level management
decision making in absence of superior personnel, basic customer service activities
including follow up phone calls and appointment setting, attending functions and
networking events, meeting other executives and affiliates.

Manage and perform all check-out functions on a daily basis, communicate clearly and
openly with customers, manage the check-out area and ensure each station remains clean
and efficiently run, respond to cashiers’ requests for price checks and other functions for
customer service, listen to customer complaints and questions and refer them to the
assistant manager when required, ensure all stations have adequate cash and change at all
times, serve as the primary point-of-contact for customer service associates, operate bar
code scanning equipment, ensure that there is sufficient cash in the cash drawer, maintain
correct cash balances at cash registers and ask for a form of identification as needed, sort,

13
count and wrap coins and currency, process payments made with cash, checks, credit
cards, and debit cards, provide change if necessary when checks are cashed, process
returns and exchanges, maintain a clean checkout area, communicate company policies
and procedures to customers, gift wrap customer purchases as requested and answer
customer questions.

14
Chapter 4.
knowedge acquired
4.1 An Analysis of Learnt Knowledge and Applied Skills
The attachment opportunity gave me a chance to apply employee relations knowledge
and organization behavior on how to relate with my fellow workmates, fellow attaches
and even to the public, while conducting orientation and induct to new attaches’ and new
employees, I was able to appreciate why orientation and induction of employees is so
important to our organization.

The knowledge I acquired or learnt during my course of work in project administration

department made it easier for me to understand the importance of having a clear vision
and objectives or goals in an organization. I was also able to learn that when we worked
as a team, there was a better faster and smooth operation of work. I also learnt that job
rotation helps in business continuity as multiple people are equally equipped to perform a
job function since if an employee is not available she can handle any position with
similar efficiency.

The communication channel in the county is vertical. Communication is channelled from

top management down to the middle level and subsequent to the lower level. Junior
officers give feedback through the same channel until the information reaches the senior
management for action. Horizontal communication is used when dealing with informal
matters. Junior officers mostly used this method; also senior officers used this to create a
friendly atmosphere with junior officers.

The company is very co-operative which enables activities to be co-ordinated properly.

Team work is the spirit embraced thus success, I was accorded the necessary co-
operations needed to accomplish my attachment and gained more experience, the staff
members are friendly and this in turn creates unity. The senior officers are free and social
with the junior staff thus making them feel recognized. I was able to adapt the
environment very fast since the staffs were very helpful.

Respect is highly observed. Staff members have respect for their seniors and also the
public in general, Staff members who perform their duties well are motivated verbally,
through recommendation letters, incentives and sometimes promotion. Staffs are also
encouraged to upgrade their education, employees needing assistance are able to be
assisted within the shortest time possible, employees are handled in a professional
manner embracing dignity and respect.

They have set clear and explicit standards of service that clients reasonably expect, they
always uphold transparency and accountability in service delivery, they always take
corrective action on errors and deficiencies that occur, they always uphold and safeguard
the independence of the county in the discharge of its mandate, they cultivate dynamism
and innovative practices through continuous improvements of systems and processes,
through these values upheld, I learned the way the organization should undertake the core
mandate. This was by working closely with various departments during my attachment.
And I also found out that practical part of management is very interesting.

I learned how to develop my work/duties, performing tasks efficiently; achieving results

and solving problems effectively through consultation of other working mated. I also
ensured that she can make decisions in consultation, I applied the knowledge learnt in
class in addressing issues like complaints from suppliers to effectively manage the
situation, I was able to apply interpersonal skills to interact well with the suppliers of the
organization, I was able to learn how to communicate with senior management staff and
how to address the general population with respect and decorum where one subordinate is
entitled to one superior type of management.

4.2 A profile of Skills and Competencies gained/acquired

The period of attachment has enabled me to gain more experience, skills and
competency. At the organization I interacted with very many clients and employees who
needed to be served. Therefore, at this spot I was able to acquire communication skills
with the staff and even my fellow attaches’. During my internship period, I acquired a lot
of skills, competencies in all sections under administration department. The following are
some of the skills and competencies gained.

4.2.1 Coordination
During my internship, I also gained skills that project administration department has got
to carry its functions by co coordinating with other departments. The coordination
involved making different people work together with an aim of achieving and fulfilling
the desired goals in the organization projects .
4.2.2 Teamwork
I learnt that when we worked as a team, there was a high better faster and smooth
operation of work, and in the sections that lack teamwork, I noticed that there was
presence of unhealthy competition and even mistrust amongst employees. In fact all the
time that we were carrying anything my supervisor encouraged team work. Unity as I
was told always gives rise to efficiency, effectiveness and accuracy in doing things. I
involved myself in team work as I would work together with my fellow attaches in doing
the task allocated. The team members of the working staff initiated this whenever it came
to doing a certain task.

4.2.3 Confidentiality and business ethics

During my internship period, I was able to acquire the skills of discretion and business
ethics which is vital because finance professionals are the conscience of the firm, as well
as the keepers of confidential information and for this I was taught to observe ethics
never to divulge to any unauthorized person and keep confidential information about
anyone in the organization at all times. I also learnt that the department requires an
orderly approach, organized files, strong time management skills and personal efficiency
are key to administration functions.

4.2.4 Friendly workforce

The welcoming and friendly nature of the staff and employees made them feel at home
and enjoy my stay there; almost all the employees were always in a jovial mood and
always ready to assist or helped.

4.2.5 Performance management and appraisal

This includes assessment of individuals, units or other aggregate level performance to
measure and improve work performance. It is done through key indicators that include;
management appraisal/management by objectives, productivity enhancement
programmes and customer –focused performance appraisal.

4.2.6 Communication Skills

This is a common practice that should be carried out in every situation that you are
associating with anybody. Communication initiates a sense of relations and whenever we
were communicating with suppliers of various kinds, the working staff within the
institution in various departments, non-working staff who can be visitors of various staff
and my attachment colleagues I was working together with. It came to my point of
realization that good communication habits promotes harmony and coordination of
various activities taking place and promotes understanding of one another.

4.2.7 Management Techniques

In theoretical principles of management actually in the environment if one of the five
functions of management failed then there will be inefficiency in the work done and
therefore I was always told that the attributes of planning, organizing. Co-ordinating,
directing and staffing are the major issue when it comes to proper management. When all
this have been done to the latter then at the end result efficiency and effectiveness is
achieved.

4.2.8 Employee Relations Skills

This is a point which determines how you associate with the working colleague so that
everything could be in a streamline flow. Employee relations is a crucial issue because it
determines the overall flow of activities and therefore we were advised that we relate well
and whenever there was a difference in agreement there were proper mechanisms laid
down to solve the issue when a problem arises.

4.2.9 Honesty and Integrity Practices

As the key issue from in any organization itself integrity is commonly practiced within
the working environment. On the same matter there were implemented reserves which
punish whoever tried to be associated with such kind of unethical behaviour. Through
this there was a weekly training session for staff on how to behave well and avoid
unethical behaviour which leads to misuse of public resources.

Integrity was all the time reserved and to make sure that this is followed to the latter they
even included it in their staff working charter such that it can keep on reminding every
staff and guide them on what to do.
4.3 Observation and Critique
For the duration I have been at the organization I was able to make several
observations in which I liked some and disliked others;

4.3.1 Likes of the organization

Availability of a friendly workforce, the welcoming and friendly nature of the staff made
me feel at home and enjoy my stay there; almost all the employees were always in a
jovial mood and always ready to assist or help. This has boosted the spirit of teamwork
and coordination and togetherness in the firm.

Availability of effective communication, the organization has created a mechanism where

there is a provision of feedback means where grievances aired by the employees are
effectively acted upon.

Availability of securities making it clear and vivid that the working environment at the
department of information is a good and very conducive whereby there is able office
space, good air conditioning, quality lighting and proper security systems which include
CCTV cameras.

4.3.2 Challenges faced at the organization

This was the greatest challenge as my job description kept changing from day to day and
this lead to a lot of struggle on my part due to the ambiguity of the tasks issued, there
were a lot of company to be audited and as well we could not thorough complete all of
them as stipulated in the audit work plan, most of the client whom we audited had not
filed their document sequentially making it difficult to trace information necessary for
expressing audit opinion in the final account, most of client viewed us (auditors) to be
carrying forensic audit on taxation issues of projects and therefore they were concealing
vital information that is material for the audit assignments.

Inadequate stationery- I experienced shortage of stationery e.g. paper punch, rim of

papers, staplers etc which I think that every organization should have. I used to move
from one office to another looking for one and the employees there were not willing to
give.

The organization is is embracing technology with good pace. However, There are few
computers serving the offices. The few computers are not efficient for research.
Some of the work is done manually hence wasting time and resources on one activity.
The organization should be in its fore front to set a paperless office. To avoid loss of
files and damages. Filing cabinets also take a lot of space.

Some staff were not willing to take attaches trough induction and sometimes we were left
to wonder how to proceed with assignment you are not familiar with.

4.4 Strategy for utilization of project contacts established

during attachment
The skills I acquired during my time of attachment will of great significance to me as I
progress with my course and career. I will use the skills to carry out effective
management function having known and evaluated all the transaction involved in finance.

I will apply the organization rules and ethics to enhance the clients and select using the
appropriate procedure and all clients possess the attributes e.g. deliver on time, open
transactions, quality services and reputation among others.

Having gained knowledge about the accounts system I will be in a position to transact
online and cope with technology, if given a chance to be an accountant I will be able to
the put operation policies of the organization and ways of carrying out activities. Having
acquired negotiation skills I will be able to negotiate very effectively and come to an
agreement. I will also try to interrelate with all other department in the organization in
order to enhance effective flow of work and continuous production.

For the period I worked at Mass Express cargo ltd to greater extent related well with the
working staff in various ways as one way of co-ordinating various activities of projects
among them and strategy I saw it well that acquire their contact details so that we can
avoid inconveniences for further clarification.
 CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATIONS

5.1 Summary
I sincerely wish to appreciate the management of Mass Express carg for the opportunity
they gave me to pursue my industrial attachment in their organization and also for their
assistance they accorded to me and being always ready to let me learn from them. My
experience at the company had a great impact on my career development.

In the period I served as an attaché, at Mass Express where I had a good opportunity to
acquire new skills and put into practice the knowledge I have learnt, gain work and field
experience, how to interact with different people at different levels within the
organization.

I had the opportunity to improve my intellectual capabilities and my leadership skills.

Through this period of attachment I was able to acquire real life job experience, decisions
making and experience in the field of auditing and accounting. The necessary knowledge
I had gained from class helped me to understand more on how to carry out the accounting
functions effectively.

5.2 Conclusion
I must admit that the attachment was a success and I was very proud of been associated
with the organization as it provides the right working environment for an intern. Again, I
must acknowledge the hard work of my lectures in shaping me for the career. I was
happy to notice the high esteem held by the employees to students on attachment.
It is my confession that after the attachment, I have gained skills, experience and
knowledge on computer skills and technical application in business office environment. I
will use the skills learnt to perform similar tasks in a similar or different environment
which I will get involved in after I graduate.

Industrial attachment is a very important tool in training of managers as used by Zetech

University. It gives the trainee an exposure to what is happening in the real life situation
and therefore prepare them to face the challenges in their future endeavours. Want to
take this opportunity to express my gratitude to entire organization .fraternity for
granting me the opportunity to work for them as an employee and the same time offering
me the opportunity to empower myself through career development which has led to this
attachment exercise.

I sincerely wish to appreciate the administration department including all the sections
under it for the opportunity they gave me to pursue my industrial attachment in their
organization and also for the assistance they accorded to me and being always ready to
let me learn from them. My eight weeks at the organization have had a great impact on
my career development.

I gained a lot of skills and knowledge which I will utilize for both my professional
growth and also enhance competitive edge for the company. An important thing I
encountered in administration department is team work which is part and parcel of the
organization good performance, additionally I had an opportunity to develop work
attitudes like curiousness, self-confidence, maturity and self-reliance hence obtaining
knowledge of potential careers and developing new areas of interest.
The necessary knowledge I gained from class helped to understand more on how to carry
out the business function effectively, some specific activities undertaken that need to be
taken seriously. These activities are arrangement of files, verification exercise, assisting
in preparing ledger accounts among other activities.

During the period of the attachment I have acquired skills and knowledge on how to plan,
organize, and administer the activities of the department, office, or division efficiently, to
keep informed of new developments relating to my function and to maintain a creative
and experimental attitude toward change, in order to continuously improve the operation
of my area of responsibility, during the period of my attachment I learned how to advise
the management in appropriate resolution of employee relation issues. Conducts wage
surveys within labour market to determine competitive wage rate.
5.3 Recommendation
Despite the well trained staffs at the organisation who guides attaches throughout their
attachment period, there are still areas to be checked on. These include; The organization
should also consider offering remuneration to their interns to meet their transport cost and
lunch this would go a long way in improving the morale of interns.

The firm must ensure that there is a clear job description and this will build a clear job
specialization. The roles and responsibility of each and every employee must be well
spelt out during allocation of assignments, as an observation, it is prudent for the
organization to continue motivating its employees through training, improving their
remuneration and establishing better working environment.

I recommend that the organization should organize team building activities for its staff in
order to bring them closer, this would give staff time to re-examine what they have
achieved so far, share personal experiences and ideas, learn to be together and appreciate.

Due to the rapid changing in the job market the top management has to create a culture
of encouraging the employees to advance their knowledge in line with professionalism.

The employees have to be given a well stipulated job description in accordance with their
skills and knowledge they have which is placing them in the right work, the organization
should improve the welfare of the staff as a way of motivating and hence improve
service delivery. Formal channels of communication should be established to eliminate
barriers to effective communication.
I would recommend that the corporate affairs department under which the customer care
section falls to be more professional in the way they run the section so that also
customers get more satisfaction from this people, the customer care staff should also find
a way of escorting guests to the offices they are visiting and ensuring their safety while in
the company’s premises at the same time taking minimum period to connect them to the
officer they want to see.
25