APPLIED PROJECT
(MKT 311)
Portfolio
Name: Aminath Shahaa Mohamed
ID: s069662
Course: Bachelor of Marketing
Semester: Six
Term 2 2021
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Table of Contents
Section1: PORTFOLIO ......................................................................................................... 7
Chapter 1 .............................................................................................................................. 7
1.1 Introduction.................................................................................................................. 7
Chapter 2: Organizational Aspects ........................................................................................ 7
2.1 The organization .......................................................................................................... 7
2.2 The Workplace and evaluation of relevant organizational and management theory ..... 8
2.2.1 Organization strategy ............................................................................................ 8
2.2.3 Organization structure ........................................................................................... 9
2.4 The key characteristics of external environment ........................................................ 10
2.5 Role of the organization in the environment ............................................................... 10
2.6 Strengths and weaknesses of the organization .......................................................... 11
2.7 The impact of the strength and weakness on work assignment ................................. 12
Chapter 3: Work Assignment .............................................................................................. 13
3.1 Work Assignment ...................................................................................................... 13
3.2 Analysis of what was successful ................................................................................ 14
3.2.1 Research ............................................................................................................ 14
3.2.2 Research objectives ............................................................................................ 14
3.3 Improvement for future .............................................................................................. 15
3.4 Problems Encountered .............................................................................................. 16
3.4.1 Problems and How it was Dealt........................................................................... 17
3.5 Evaluation of the role of the work assignment in the organization .............................. 18
3.5.1 Development of project ....................................................................................... 18
3.5.2 Future of work ..................................................................................................... 18
3.5.3 Short term and long term significance ................................................................. 19
3.6 Quality of the actual work undertaken ........................................................................ 19
3.6.2 Research objectives and methods used .............................................................. 19
3.6.3 Depth of research and analysis ........................................................................... 20
3.6.4 Practicality of the research .................................................................................. 20
3.6.5 Suitability of the recommendations to the workplace. .......................................... 21
3.7 Feedback from the work supervision ......................................................................... 21
Chapter 4: Relationship between theory and practice for work assignment ......................... 22
4.1 Theories, concepts or models used in the undertaken work ...................................... 22
4.2 Role and Script theory ............................................................................................... 22
4.2.1 Relevance between work and theory................................................................... 22
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4.2.2 Aspects that relate and do not relate to work....................................................... 23
4.2.3 Implication of the theory ...................................................................................... 23
4.3 Customer’s expectations ........................................................................................... 23
4.2.1 Relevance between work and theory................................................................... 24
4.2.2 Aspects that relate and do not relate to work ....................................................... 25
4.2.3 Implication of the theory ...................................................................................... 25
4.4 Decision making process ........................................................................................... 25
4.2.1 Relevance between work and theory................................................................... 26
4.2.2 Aspects that relate and do not relate to work ....................................................... 26
4.2.3 Implication of the theory ...................................................................................... 27
4.5 SERVQUAL Model .................................................................................................... 27
4.2.1 Relevance between work and theory................................................................... 27
4.2.2 Aspects that relate and do not relate to work ....................................................... 28
4.2.3 Implication of the theory ...................................................................................... 28
4.6 Business research process ........................................................................................ 29
4.2.1 Relevance between work and theory................................................................... 29
4.2.2 Aspects that relate and do not relate to work ....................................................... 30
4.2.3 Implication of the theory ...................................................................................... 30
Chapter 5: Personal and professional development ............................................................ 31
5.1 Capability objectives .................................................................................................. 31
5.2 Discipline objectives .................................................................................................. 34
5.3 Identification of future learning and development needs. ........................................... 37
Chapter 6: Evaluation of own handling of Co-op process .................................................... 38
6.1 Contribution to the Co-op seminars and use of resources ......................................... 38
6.2 Handling of activities/meeting with the academic supervisor ...................................... 38
6.3 Own ability to manage relationships and issues at work ............................................ 39
6.4 Submission of fort night report ................................................................................... 40
6.5 Work Journal ............................................................................................................. 40
Chapter 7: Conclusion......................................................................................................... 42
7.1 Conclusion................................................................................................................. 42
Section 2: RESEARCH ....................................................................................................... 44
1.
Research ..................................................................................................................... 44
1.1 Introduction................................................................................................................ 44
1.2 Problem statement .................................................................................................... 44
1.4 Research objectives .................................................................................................. 44
1.4 Research questions ................................................................................................... 45
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1.5 Literature review ........................................................................................................ 45
1.6 Methodology .............................................................................................................. 47
1.6.1 Research type ..................................................................................................... 47
1.6.2 Sample size ........................................................................................................ 47
1.6.3 Sampling method ................................................................................................ 47
1.6.4 Tools ................................................................................................................... 48
1.6.5 Method ................................................................................................................ 48
1.6.5 Analyze ............................................................................................................... 49
1.7 Findings ..................................................................................................................... 49
1.7.1 Tenants expectations of the whole agreement signing and flat handover
process. ....................................................................................................................... 49
1.7.2 What factors contribute to influencing the tenants’ satisfaction level in the
process? ...................................................................................................................... 52
1.7.3 Was the Hiya 7000 portal useful and effective? ................................................... 54
1.7.4 How effectively were the complaints of the tenants and flat defects dealt with? .. 57
1.7.5 What are the ways to improve the whole agreement signing and flat handover
process? ...................................................................................................................... 58
1.8 Recommendations..................................................................................................... 58
1.8.1 Major recommendations ...................................................................................... 59
1.8.2 Minor recommendations ...................................................................................... 59
1.10 Conclusion............................................................................................................... 61
References ......................................................................................................................... 62
Appendices ......................................................................................................................... 64
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Abstract
This portfolio is developed for the Applied project undertaken from 5th September
2021 to 25th November 2021. Housing Development Corporation was the workplace
I was employed in and the corporation that the research was undertaken. The portfolio
mostly highlights and reflects the undertaken work within the workplace and the work
assignment. This also includes the research undertaken and the recommendation
made.
Self-reflections throughout the applied project:
-
For future developments it was identified to build better timeframes, to improve
communication with tenants through being honest, and build contingencies for
expected setbacks.
-
Problems were dealt with like polishing the questionnaire with the help of an
academic supervisor and one of the managers from the workplace, lower
responses were covered through tenants' genuine answers to qualitative
questions, dealing with difficult tenants and more.
-
Improvements on multiple skills like, stress management, work/academic/life
balance, presentation skills, resilience, dealing with different tenants, analysis
skills, professional writing and implementation of professional research.
-
Theories covered applying the aspects most relevant and implying them
including SERVQUAL model, role and script theory, decision making process,
customer expectations - the factors influence the desired services and
adequate services framework, business research method - business research.
The topic of the research was “Evaluate the effectiveness and tenants’ satisfaction
level of the process” Following are the objectives achieved:
-
Evaluating the tenants’ expectations of agreement signing and flat handover
process - it was evaluated that the tenants’ expected better performance from
the call center and to improve the speed of the whole process
-
Identifying the factors affecting the tenant’s satisfaction levels throughout the
process - it was identified that mostly was the poor performance of the call
center and the forms processed affected the satisfaction most.
5
-
Identifying the effectiveness of handling the tenants’ complaints and flat defects
- it was identified that every factor of the whole process was not effective.
-
Identifying the effectiveness and the usefulness of the Hiya 7000 portal - it was
identified that the use of the portal was very effective but speed needs
improvement, and also that it was useful.
-
Identifying the ways to improve the agreement signing and flat handover
process - it was identified that to improve the speed through better time
schedules and improve the staff through training.
Main recommendations made:
-
Improvements to current ticketing system: This is a system currently being
implemented to address the tenants’ complaints, where the tenants submit
tickets through the call center. Thus, it is recommended to allow the tenants to
contact the tower representatives so this allows them to understand better and
reduce the traffic on the call center.
-
Alternative for call center: Having a chat function online where traffic on call
center can be reduced.
-
Improving responsiveness: Improving responsiveness from the SERVQUAL
model through training the staff and focusing on areas of attentiveness,
communication, speed and basic knowledge on the whole process.
-
English and Dhivehi forms: Having both languages on the online platform and
on physical form encouraging to fill online and reducing errors.
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Section1: PORTFOLIO
Chapter 1
1.1 Introduction
Applied project or Co-operative education is a final year project required by the
students in MNU business school studying Bachelor of degree. Every student enters
into a partnership with the academic supervisor and the work supervisor from the
placement of work.
The project enables the student to develop further through academia and practical
application of studied theories, models and concepts in the workplace through works
given to. Allowing to analyses and reflect the work assigned to the student and
improving them. Personal and professional goals are to be met in improving oneself.
To implement the project, I have been employed in Housing Development Corporation
Ltd (HDC) as an assistant real estate officer. Through the assistance of General
Manager, Abdul Nafiu Mohamed as work supervisor and Head or Marketing and
business department Fathimath Nuzuhath as academic supervisor.
HDC has recently implemented a huge project, Hiya 7000 agreement signing with the
Ministry of National Planning, Housing and infrastructure. I implemented a research
on Hiya 7000 agreement signing and flat handover process, to identify the level of
tenants’ satisfaction and effectiveness of the process. This would help the corporation
to identify where and how improvements can be implemented. The report includes
critical analysis of the organization, application of theories, models and concepts,
evaluation and reflection of myself and the research implemented.
Chapter 2: Organizational Aspects
2.1 The organization
Housing Development Corporation (HDC) initially came into existence in 2001, with
an aim to develop housing and real estate in Hulhumale’ fully owned by the state. In
2009 with the merger of Greater Male’ Industrial Zone Ltd (GMIZL) developments of
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Gulhifalhu and Thilafushi were undertaken by HDC. Multiple urban development
projects are instruments to becoming a highly quality sustainable city, with establishing
new opportunities. The corporation incorporates multiple values and five pillars set out
to make it the core of every project (Housing Development Corporation, 2021).
Vision statement: “A leader in redefining quality living” (Housing Development
Corporation, 2021).
Mission statement: “To be a pioneer in establishing higher standards of living through
intelligence, innovation and sustainable developments in Maldives” (Housing
Development Corporation, 2021).
2.2 The Workplace and evaluation of relevant organizational and
management theory
2.2.1 Organization strategy
Corporate strategy defines what the business is, the vision for the business and how
the mission should be achieved (Robbins & Coulter, 2012).
HDC has multiple strategies in place to achieve the missions and visions it has set
out. HDC has multiple products and services ranging from different types of leasing of
residence and commercials, sale of property, joint ventures, property management,
smart solutions, hospitality solutions and other products. Key development milestones
are in place for each year from 2001 to 2020. The milestone for 2020 was to mandate
and expand the development of Greater Male’ under the merger of GMIZL (Housing
Development Corporation, 2021). Multiple developments within male are now handled and
managed by HDC. Further department has been built for the development of Thilafushi and
Gulhifalu.
2.2.2 Organization culture and values
Organizational culture is sharing the traditions, values within employees, where strong
cultures happen within organizations when the key values of the organization are held
deeply within the organization which have influence on all the employees (Robbins &
Coulter, 2012).
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HDC sets out the key values as transformative, harmonious, responsible, innovative,
visionary and excel (Housing Development Corporation, 2021). These values are
incorporated into the organization and practiced well by each department and the
employees as a whole. All employees work in harmony, and the departments take
responsibility for the work they undertake and bring innovative methods of doing the
job, as well as incorporate the innovations into products and services. Every
department also tries their best to meet the aim and keep the vision in mind and to try
to excel individually and collectively.
2.2.3 Organization structure
Organization structure arranges the roles and responsibilities in a formal structure,
showing who and how the roles shall be executed. (Robbins & Coulter, 2012). HDC
has a large corporation with a huge number of employees.
-
Centralization
Centralized is when the key, important decisions are made by higher level
management of the organization (Robbins & Coulter, 2012).
Suhail Ahmed the Managing director looks over the strategies, day-to-day activities
and also if the vision and mansions are being met (Housing Development Corporation,
2021). Daily and bigger decisions within the department are made by the director after
discussion with the employees and managers. If previously a decision has not been
made to a particular case, then it is presented to the management board for
endorsement. The decision making in HDC is centralized.
-
Functional departments
Functional structure is where the organization puts together departments based on
related occupations (Robbins & Coulter, 2012).
The organization consist of number of functional departments which are accounting
and finance department, human resource management, strategic business unit,
Municipal services, legal affairs unit, planning and development, corporate affairs,
administration & ICT, project management and development, procurement and
warehouse management, business solutions & smart infrastructure, real estate
management,
internal
audit,
Hulhumale’
Corporation, 2021).
-
Wider span of control
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operations
(Housing
Development
Wider span of control is when an organization has a flatter structure with few layers
(Wheelen & J David Hunger, 2011).
According to HR auditing service for HDC ltd 2019 show that there were more than
950 staff in over 10 departments (Housing Development Corporation, 2019). Within
the departments the individuals are given a lot of control over the work because of the
type of work being carried out. For example, an employee managing a property would
oversee the operations and manage and make sales from the property. HDC has
multiple functional departments, few layers and in depend employees hence wider
span of control.
2.4 The key characteristics of external environment
External environments are the factors that the organization does not have the control
over which influences or affects the organization (Robbins & Coulter, 2012).
According to the partnership forum 2019 housing solutions within Maldives is one of
the great concerns and priorities of the government. It has been studied that by 2028
it has been estimated that the need for housing would increase by 30,000. Thus,
20,000 is estimated to be the national housing deficit. There is a lack of finance options
available for housing and interest rates are high. It explains that the institutional
framework that oversees the housing and real estate developments lacks in laws and
regulation and meeting the housing needs. Hence according to the reports, policies
that have been initiated are affordable social housing, making housing needs
important, affordable housing finance options and developing the real estate market
(Maldives Partnership Forum, 2019). The government is enforcing building regulations
to increase energy effective developments followed by audits and smart energy saving
housing solutions (Asian Development Bank, 2020).
2.5 Role of the organization in the environment
HDC is one of the major development companies within Maldives. As per partnership
forum 2019 HDC has come into existence to bring a solution to the housing problem
and develop the real estate market (Maldives Partnership Forum, 2019).
PESTEL analysis, analyses the external environment including the political, economic,
sociocultural, technological, environmental and legal factors (Robbins & Coulter,
2012).
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-
Political/Legal: this includes laws and regulations of the country and other
countries (Robbins & Coulter, 2012). HDC receives government support
because of the importance of the strategies developed for the Maldives. It is
100% owned by the government Minister of finance being the shareholder.
Hence the key regulators include the President office of the Maldives, Ministry
of National Planning, Housing and Infrastructure and Ministry of Economic
Development. Multiple financial and technical aid is provided and have to work
closely with the regulators. (Housing Development Corporation, 2021).
-
Economical: this includes inflation, unemployment, interest rates, income
levels, business cycle and more (Robbins & Coulter, 2012). One of the key
aspects of HDC is playing a strategic role to develop Maldives and recovery of
the economy. HDC develops housing units, and undertakes infrastructure
(Housing Development Corporation, 2021).
-
Sociocultural: includes cultures, traditions, values, habits, lifestyles and more
(Robbins & Coulter, 2012). Therefore, HDC helps to inject into the economic
cycle and improve the standard of living.
-
Technological: includes the technologies and innovations (Robbins & Coulter,
2012). Fiber optic GPON networks are being implemented removing the
traditional cables and also under smart solutions, smart surveillance and traffic
management would be implemented (Housing Development Corporation,
2021).
-
Environmental: these include the climate, weather and environmental NGOs
and laws. All the urban development also is incorporated with greening
(Housing Development Corporation, 2021). Also promotes green buildings,
energy efficiency improvements (Housing Development Corporation, n.d.).
2.6 Strengths and weaknesses of the organization
SWOT analysis is analyzing the internal strength and weaknesses, and external
opportunities and threats of the organization (Robbins & Coulter, 2012).
Strength
-
HDC diversified on providing a wide range of products and services from
leasing, renting properties, commercial units, and residential properties
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-
Strong culture through holding up the value within the organization
-
Government and government authorities support financially and in
planning of development projects.
-
HDC is well-positioned to help in recovering the Maldivian economy. This
would help the economy to grow
-
Project management has been proven through completion of projects in
time and on-budget.
-
Strong leaders in the board of directors and management. (Housing
Development Corporation, 2021).
Weaknesses
-
According to the UN 40% and 33% of energy consumption comes from
the real estate sector (V.E, 2021).
-
HDC was a project to reduce the housing problem within Maldives but it
says that it has led to overcrowding in Male’ region (Maldives Partnership
Forum, 2019).
Opportunities
-
Profits from future developments and leases
-
Connections and commitment with local and international companies
through tenancy. (Housing Development Corporation, 2021).
Threat
-
There is a threat of rising sea-levels to Maldives islands including Male’
and Hulhumale’ (Housing Development Corporation, n.d.). Hence, all the
developments undertaken may not be of any use within an estimated 60
to 80 years.
2.7 The impact of the strength and weakness on work
assignment
The strength and the weaknesses of HDC had a very small impact on the work
assignment. As the research was targeted mainly to a particular project which was the
agreement signing process of Hiya 7000 the strength and weakness of HDC did not
influence that whole work assignment much negatively or positively.
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-
Hiya 7000 is one of the social housing projects meaning the research was
enabled because of this and also it would be useful for future housing projects
in the future.
-
knowledgeable and experienced leaders aided and assisted throughout the
work assignment. From all the colleges within the department to all the
managers and the director assisted in the work assignment. They shared their
knowledge and helped in improving myself, taught many useful and important
things and in improving skills that were used within the assignment.
-
The culture within the organization helped a lot to implement the research. The
Work environment in HDC is very flexible and others are willing to help. Hence,
the research was assisted along with the work undertaken. During the write up
the managers understood the importance and gave time.
Chapter 3: Work Assignment
3.1 Work Assignment
I joined the Housing Development corporation (HDC) on 20th May 2021 as an
Assistance Estate Officer. On 14th July 2021 HDC Commenced agreement signing
and flat handover process of Hiya 7000 flats (PSM news, 2021). It is crucial to evaluate
and understand the success of the process undertaken. Hence, the work assigned
was to implement a research to evaluate the effectiveness and the satisfaction of the
tenants' whole process of signing and handing over of the flats. Along with the regular
work with multiple tasks the research was undertaken during the 14-week employment
in HDC as the work assignment.
The research topic was “Evaluating the effectiveness and the tenant’s satisfaction of
Hiya 7000 Agreement signing and flat handover.” This would provide assistance and
guidance for future implementation of similar projects by HDC. As it would give an
overview of the effectiveness and satisfied tenants hence giving a chance to improve.
Which is the main purpose of the work assignment. Secondary research was done
through literature review to grasp the concept and to implement the research. Primary
research was implemented through an online questionnaire targeting the Hiya 7000
tenants based on the analysis the recommendation for improvement could be made.
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3.2 Analysis of what was successful
The research undertaken focused main objectives targeting different aspects of the
agreement signing and flat handover process. These objectives were achieved
through research.
3.2.1 Research
The questions were successfully built around each objective. The pilot study and the
research shows that most tenants answered all the questions including the short
answering ones meaning that it was developed successfully and responses received
were successful.
The response rate received was not up to the expectations, hence the response rates
were not as successful. The questionnaire was posted on one of the hit community
groups and also on their twitter, and expected 200 tenants at least to fill the
questionnaire. However, 60 responses were received, compared to 200 this is a very
few number of responses.
The recommendations were made with critically analyzing the tenants needs and
wants and also what can be done by the corporation. Meaning the recommendation
was drawn successfully targeting the objectives.
3.2.2 Research objectives
The main objectives of the research were well targeted and successfully met through
receiving insights from the tenants about their satisfaction and effectiveness of the
process. Overall the research concludes that the signing and flat handover process
was averagely effective and the tenants were satisfied. The following shows the
objectives achieved:
-
Evaluating the tenants’ expectations of agreement signing and flat handover
process - it was evaluated that the tenants’ expected better performance from
the call center and to improve the speed of the whole agreement signing and
flat handover process.
-
Identifying the factors affecting the tenant’s satisfaction levels throughout the
process - it was identified that the factors that affected the whole satisfaction
mostly was the poor performance of the call center and the forms processed.
14
-
Identifying the effectiveness of handling the tenants’ complaints and flat defects
- it was identified that every factor of the whole process was concluded to be
not effective.
-
Identifying the effectiveness and the usefulness of the Hiya 7000 portal - it was
identified that the use of the portal was very effective where the speed needs
improvement, and it was identified that it was useful.
-
Identifying the ways to improve the agreement signing and flat handover
process - it was identified that to improve the speed through better scheduling
of time slots for tenants and Improve the staff through training.
3.3 Improvement for future
The research was carried out very successfully however there are many areas that
could have been multiple areas which could have been improved. Not only while
implementing the work assignment but also within the workplace.
1. One of the main things I believe that could have been improved was to finish
tasks within the timeframe created and not procrastinating in any aspect. The
research and the write up did not start on time as planned due to which led to
tighter schedules, anxiety, and poor performance of the work than expected.
So improving on managing the time and finishing the task and the subtask
within a given timeframe would have helped to keep myself on track, giving
enough time to write a better report and to implement contingencies for
unexpected setbacks.
2. Another important consideration that could have been made was to build
contingency plans for mostly expected setbacks. For example, the response
rate of the research was lower than expected hence a contingent plan could
have been built to increase the response rates. This was also anticipated
through the pilot study as very few tenants filled out when sent through friends
and family. One of the contingent plans that could have been implemented is
to post through other social media platforms through pages relevant to the Hiya
7000 and pages that have higher engagement levels. Also including the
assurance of anonymity in the description of the post so that it can reach willing
tenants and increase the response rates.
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3. One of the lessons learned for the future is to develop a better and realistic
timeframe for the specific tasks of the projects. So it allows room for flexibility
when implementing each task and even if one task is completed sooner than
the timeframe then the second task can be carried out. This would have led to
better implementation of the project and completion.
4. Another lesson learned for the future is to improve communication with clients,
tenants, other employees and superiors. For example, clearly explaining the
situation to the tenants allows them to understand and grasp the situation
better, building better relationships with the tenants. Tenants tend to be
disappointed when they do not know what is happening. One of the tenants
wanted to take over the unit sooner to start their renovation, but there were
many complications that went into handing it over to the tenant. Hence, when
they only went to the unit and saw for themselves and once explained they
understood the delay.
5. Moreover, one of the things that could have been improved and a lesson
learned for the future is to carry out things on my own to be more aware and to
learn it. For example, once I took over new commercial areas to handle the
work that goes into it were different hence was able to learn by carrying out the
process by myself with help of others. Also, the date formula on excel was used
by a college and my manager told me to type it by myself and learn to write the
formula so that I can use it in the future. Hence it has actually helped me learn
many new formulas. Also in the future I intend to carry out tasks or anything
that would help me learn and develop further.
In order to improve for the future multiple self-developments actions were
implemented. The learning log would show what was implemented for selfdevelopment in the Appendix 1.
3.4 Problems Encountered
Multiple problems were encountered during their work assignment and within the
workplace as well. These problems were dealt with, sometimes not in the best manner
every time but a lesson was learnt each time to do better.
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3.4.1 Problems and How it was Dealt.
1. The questionnaire I developed was not very polished therefore, to improve and
confirm the questions I discussed with one of my Managers Handling Hiya 7000
tenants. Hence, he advised to have a better flow and also to correct the spelling
and grammar mistakes. Hence, the questions were improved and were better.
2. One of the main problems that occurred in the work assignment was that the
first Hiya 7000 Viber community group I reached out to through the help of the
Director was not able to post the questionnaire. They told me they would have
to discuss with the admin and did not respond when I asked for an update. My
research implementation was being delayed. Therefore, I dealt with it by
sharing the concern with my Director and by the end of the day he put me in
touch with another Hiya 7000 Viber community group that posted the
questionnaire not only on their Viber community group but also on their twitter
the night itself. However, this could have been anticipated and contingency
could have been planned that would have helped better.
3. Another major setback for me was that the response rates were very low even
when the questionnaire was posted on the Viber community and on Twitter.
The responses were slow and low hence, I started sharing it through friends
and family and extended the research for 5 days which helped increase up to
60 responses which was still very low. For this even a contingency plan should
have been created which would help get more responses.
4. When the write up of the portfolio started I found it difficult to get enough time
to sit and write the portfolio because of both work and family responsibilities.
Which led to stress as I was pressed on time. Mistakes were made and I was
distracted within the workplace implementation of the work that the workplace
supervisor also noticed. We discussed the matter, I shared my concerns
regarding the portfolio and he understood and gave assurance that he would
help in work and also that I could take flexible leave if I wanted to.
5. As there are many tenants to deal with in urban farms and the watersports it
took too much time to get particular information as I had to visit or call them.
Which led to a shorter time. I tried to think of a more effective way to gather the
information, thus I used Google forms to collect the data which helped save
17
time and easy collection of information. My supervisors were very impressed
and praised as well.
Other than the problems that occurred in the work assignment multiple problems were
dealt within the workplace. The work journal in chapter 6 would discuss many
occasions and problems, how they were dealt and are being dealt with.
3.5 Evaluation of the role of the work assignment in the
organization
The main role of the work assignment within the organization is to provide better
insights into the successful Hiya 7000 signing and handover process. Which would
help to improve in the future signing and handover processes.
3.5.1 Development of project
Through the development of the project in every aspect the managers and the colleges
were helpful in multiple different ways. A lot of managers helped me develop myself
through teaching many things within the workplace that helped me to improve and to
implement good research. Like writing skills, letters, guidelines and operation plans
written were commented on and given feedback to make corrections, data compiling
tips and tricks on the best ways of compiling data was taught with relevant formulas
which helped me in data collection and compiling, and critical thinking on multiple
occasions supervisors help to find better solutions and helps to think critically. Which
helped me in critically analyzing the data to make the conclusions and
recommendations.
3.5.2 Future of work
This work assigned was aimed to improve the effectiveness and overall performance
of all the agreement signing process that would be implemented in the future by HDC.
So that the tenants or the clients would be satisfied with the performance and the
quality of the service provided. Helping to develop a better relationship with them.
Which would in turn help to build a better brand image and trust between the tenants
and HDC relationship. Hence, there would be multiple agreement signing and let
18
handover processes implemented in the future at a large scale for future
developments. One that would be the signing process of Vinares flats.
3.5.3 Short term and long term significance
The research implemented has short term significance for HDC. When the research is
undertaken then the tenants would be satisfied enough that they are important and
cared for. Also, asking their opinions would mean to them that their opinion is more
important. Meaning that they would be satisfied.
Also this would help HDC to understand and improve different components in the
signing process at different levels of signing, individual or even multiple. So the signing
can be more efficient and with satisfied tenants as it would be improved based on the
research implemented.
Moreover, there can be long term significance of the research undertaken. Better
implementation of the signing process based on research would help to build a better
relationship with the customer. Thus, this would increase the level of loyalty of the
tenant to HDC and growth of value to the corporation in the long term. Which would
allow improvement of the brand image in the long run.
Additionally, to implement similar research in the future this research can be a
backbone to it. Meaning that reference can be made to this research and research can
be implemented better by improving the components through identified limitations.
3.6 Quality of the actual work undertaken
Undertaking quality research was important for the success. Therefore, literature
review was undertaken to make sure of the objectives and the methodology. Getting
input and help from the managers and the academic supervisors were very helpful in
developing a good questionnaire, data analysis and recommendation. Pilot study was
also implemented to make sure of the research questionnaire and the data that would
be collected.
3.6.2 Research objectives and methods used
The main research objective was to evaluate and identify the satisfaction level of the
tenants of the Hiya 7000 agreement signing and flat handover process. And the
objected built to achieve this are as follows:
19
-
Evaluating the tenants’ expectations of agreement signing and flat handover
process.
-
Identifying the factors affecting the tenant’s satisfaction levels throughout the
process.
-
Identifying the effectiveness of handling the tenants’ complaints and flat
defects.
-
Identifying the effectiveness and the usefulness of the Hiya 7000 portal.
-
Identifying the ways to improve the agreement signing and flat handover
process.
The methods used to achieve these objectives were to conduct an online
questionnaire targeting the population. The population is huge with over 6720 tenants
hence the online questionnaire was implemented through Google form on Viber and
through twitter (PSM news, 2021). Both qualitative and quantitative questions were
asked so that in-depth information could be collected to understand how the tenants
felt about the process. Hence, it was implemented well.
3.6.3 Depth of research and analysis
The research was conducted through secondary and primary research, where initially
literature review was made on similar researches and also ideas were gathered on the
methodology. The literature confirmed the relevance of the three selected to be used
within the work assignment and helped develop a better methodology.
The data analysis of the primary research was made through compiling the data and
mainly critically analyzing the situations as it would be important in a service sector.
Multiple recurring dissatisfactions were identified and confirmed through qualitative
information collected of the quantitative data compiled.
3.6.4 Practicality of the research
The main concern of the whole research implemented was to understand the tenants’
satisfaction levels and improve for the future signings processes. As it is a huge part
of HDC implementing similar signing projects often it would be imminent to improve
the operations each time. Hence the research gives a better insight into tenants’
opinions and feelings to consider and bring improvements.
20
3.6.5 Suitability of the recommendations to the workplace.
The recommendations are mainly based on the signing process and how it can be
improved specially signing projects including multiple tenants. HDC have previously
implemented such agreement signing processes of many developments in the past
and for the future development also there would be agreement signing implemented.
Meaning the recommendations made would be most suitable and relevant to the
organization's future signing projects. Brief of the recommendations has is below:
-
Improvements to current ticketing system: This is a system currently being
implemented to address the tenants’ complaints, where the tenants submit
tickets through the call center. Thus, it is recommended to allow the tenants to
contact the tower representatives so this allows them to understand better and
reduce the traffic on the call center.
-
Alternative for call center: Having a chat function online where traffic on call
center can be reduced.
-
Improving responsiveness: Improving responsiveness from the SERVQUAL
model through training the staff and focusing on areas of attentiveness,
communication, speed and basic knowledge on the whole process.
-
English and Dhivehi forms: Having both languages on the online platform and
on physical form encouraging to fill online and reducing errors.
-
Using multiple channels to reach and communicate with the tenants as not all
would be using the same mediums. In the future it would be best for HDC to
use multiple mediums to communicate.
-
Having the option to fill the form in English and Dhivehi for better understanding.
3.7 Feedback from the work supervision
It has been described by my work place supervisor that the evidence provided is satisfactory
where good recommendations for improvements have been provided. Also, that a good
evaluation has been provided despite of the challenges faced. It was described as that I did a
good job in obtaining information through the survey. Hence, recommended that a physical
survey would have been more effective and that critical evaluation can be improved.
21
Chapter 4: Relationship between theory and
practice for work assignment
4.1 Theories, concepts or models used in the undertaken work
Multiple theories, concepts and models were able to be implemented in the workplace
and the research undertaken. The most relevant and important theories, concepts and
models implemented within workplace and research undertaken are below:
-
Role and script theory
-
Customer’s expectations
-
Consumers decision making process
-
SERVQUAL Model
-
Business research method
4.2 Role and Script theory
Role theory is a metaphor where the role is a person's behavior in a certain manner
and place directed through guidelines and social cues. Success and satisfaction of the
service encounter roots from the right performance of the roles by the respective
participants. Where the respective participants in a service encounter tends to be the
consumers and the employees or the company personnel. The service script theory is
linked to the role theory which is the sequence of multiple events and activities by the
consumers and the provider for service encounters. (Solomon et al., 1985)
4.2.1 Relevance between work and theory
Role and script is very relevant to the workplace and also for the research undertaken.
The workplace and works has a script to put all the operation into a smooth flow of
action. The script involves both the tenants and the staff roles which should be
implemented well enough to succeed and carry out the task smoothly. For example,
the tenants of the urban farm must write in the group requesting for fertilizers. Then
they would be informed to come and sign the handover note, once that is down the
staff would email the greening focal followed by a phone call to confirm. The greening
22
staff would provide the bags and deliver it to the owner's storage units. The script
would be detained if either the tenant or the staff does not execute their roles well.
Hiya 7000 agreement signing and flat handover process was implemented through a
script and the tenants and employees had roles. Similarly, in the research the
questionnaire was developed using and following the roles and script of agreement
signing and the flat handover process. For example, for the roles, staff helpfulness,
staff attentiveness as roles and forms processed, agreement signing process as the
script. Which would allow easy understanding and better responses from the tenants.
4.2.2 Aspects that relate and do not relate to work
Role and script theory is very relevant as it is applied on a daily basis by the clients,
tenants and within the corporation by the staff and departments. The role expectations
are based on the social positions, duties and obligations, hence it would be important
to identify the expectation of the behaviors for satisfaction (Solomon et al., 1985).
However, in dealing with one time clients and tenants like leasing a place for 1 year or
long term client changes with the trends It would be difficult to predict the role
expectation of the tenants and client. Thus, the roles and script might differ and it is
difficult to identify the role expectations.
4.2.3 Implication of the theory
Role and script theory helps a lot and is very important. Because it shows the steps
and in the order that it had to be implemented and also roles are clearly defined. In
the Hiya agreement signing and flat handover process this script and roles were clearly
identified, hence leading to an overall satisfying and effective project for the tenants
and HDC, based on the research. In the workplace even the scripts and roles enable
better performance and implementation of long processes like regular agreement
signing, developments and more. Execution of roles based on the script lead to
effective and efficient completion of hiya 7000 signing and daily projects.
4.3 Customer’s expectations
The customer’s expectations are the beliefs of the customers of a service with
benchmarks compared to the service performed through their judgement. These
expectations become the benchmark in judging the quality of service offered. Hence,
23
it is important to understand the customer expectations and specifically the factors
influencing the customers’ expectations. The factors either affect the desired
expectation which is what the consumers wish to receive and the adequate
expectations of the minimum level or service received that they are willing to tolerate.
(Zeithaml, Bitner, et al., 2013)
Figure: Factors Influencing Customer Satisfaction Framework. (Zeithaml, Bitner, et al., 2013)
4.2.1 Relevance between work and theory
One of the main objectives in the undertaken research was to understand the tenants’
expectations in the Hiya 7000 agreement signing and flat handover process. In
implementing a huge project, it would be important to evaluate the expectations as it
would be used to compare against the quality of the services provided (Zeithaml,
Bitner, et al., 2013). Which can help to categories whether it was effecting the desired
service or adequate service from the framework.
In the workplace it is also important to understand the tenant's expectations and meet
them as it does become a very important role in having a good relationship and
satisfied tenants. And to categorize which is being affected most.
The Bank of
Maldives being a tenant expects a quick response to their request and not meeting
24
them disappoints them. So this comes under personal service philosophy under lasting
service intensifiers where desired service is being affected. Personal service
philosophy is when the consumer expects a general attitude that should be used by
the service provider (Zeithaml, Bitner, et al., 2013).
4.2.2 Aspects that relate and do not relate to work
Tenant expectations become critical for the satisfaction of the service delivered by
HDC. It has become one of the priorities of all HDC staff to understand the tenants
and to try to meet their expectations. Therefore, customer expectation and the factors
influencing it are relevant and very important in the work. However, it is also important
for the relationship to be a healthy and profitable relationship meaning all every single
expectation might not be met. From the study it was identified that some of the tenants
in the Hiya 7000 agreement signing process did not like that they had to move from
one desk to another to receive the service from different organizations. It would not be
possible for staff from STELCO, MWSC and HDC to be seated at the same desk.
Which would delay the service and interrupt each other's work.
4.2.3 Implication of the theory
Through research analysis it can be identified that the personal service philosophy
was mostly affected because that the tenants’ believed that the speed should and can
be improved. Thus, help to identify which area needs improvement and satisfy the
tenants.
4.4 Decision making process
Decision-making process is a sequence of steps in which the consumers go through
in purchasing to evaluate the choice of a product or service consumed. The most
important step in evaluating the choice after the post purchase because it helps the
consumer to learn and make aware if the choice made was satisfactory.
Stages of decision making process. (Solomon et al., 2007)
1. Problem recognition: Recognizes the need for a product or service.
2. Information search: Carries out search for the product or service to evaluate.
3. Evaluation of alternatives: Alternative choices are evaluated to select from.
4. Product choice: Selection from the evaluation and purchase.
25
5. Outcome: Learn if the choice made was satisfactory. (Solomon et al., 2007)
Figure: Decision-making process.
4.2.1 Relevance between work and theory
More expensive and huge investment decisions are carefully made through careful
and critically evaluating the choices (Solomon et al., 2007). The clients and the tenants
would go through the decision-making process in either renting, leasing or even
purchasing. It is a huge investment to rent a commercial space or rent a residential
property or purchase a land. Therefore, the clients or the tenants would spend
immense time in every stage of the decision-making process.
4.2.2 Aspects that relate and do not relate to work
The whole decision-making process is relevant to work to understand the and cater
for the customer needs. For example, there are more parking spaces provided, popup markets are being held all from identifying the needs of the tenants and residence.
However, the whole process might not be followed exactly by the tenants because of
the good outcome the tenant might decide on the spot to rent another commercial
space.
26
4.2.3 Implication of the theory
The steps in the decision-making process help to make certain important decisions.
The rent rates based on the locations, the type of commercial activity to take place in
the particular unit or area as these would be important elements that the tenants would
look into when evaluating the purchase.
The tenants of Hiya 7000 would also go through an in-depth research and evaluation
process from the princess as it would be an important and huge investment. So that
they can make a final decision on where to go on with signing the agreement or not.
A lot of tenants left the flat they got as well.
4.5 SERVQUAL Model
Service Quality Dimensions of SERVQUAL Model is used to identify the consumer’s
perceptions and the expectation about the service quality. Also used to measure the
service quality that the consumers have experienced. These dimensions were initially
identified by Parsu Parasuraman, Valarie Zeithaml, and Leonard Berry through
research. (Zeithaml, Mary Jo Bitner, et al., 2013)
SERVQUAL dimensions:
-
Reliability: The ability of the service provider to meet with the promises made
dependably and accurately.
-
Responsiveness: Willingness to help the customers in need and provision of
quick service.
-
Assurance: Ability to gain trust and confidence of the customers through
courtesy and possessing knowledge.
-
Empathy: Taking care of the customers and giving individualized attention to
the customers.
-
Tangibles: the facility, personnel, materials and equipment and well-fitting to
their service being provided. (Zeithaml, Mary Jo Bitner, et al., 2013)
4.2.1 Relevance between work and theory
The SERVQUAL dimensions were focused when preparing the research undertaken.
The implementation and the results are as follows:
27
-
Reliability: Every staff member tried their best to keep their promises in the
agreement signing and flat handover process.
-
Responsiveness: Staff tried their best to complete the process promptly and to
help. However, in the research it was identified that a lot of tenants were
dissatisfied as the responsive rate was slow for the complaints and also
dissatisfaction on service given by the call center.
-
Assurance: The research shows that most tenants were dissatisfied by the staff
attentiveness, also was recommended to improve it.
-
Empathy: staff were to take good care of the tenants and when they had further
questions they were answered by the superior present in the signing hall.
-
Tangibles: All staff were to wear official clothes and the flat handing over team
were to wear comfortable clothes and preferred shoes as they were on the site
and to wear the card.
Other than the research the dimensions are given importance in the daily workplace
as well. Staff try to be most responsive as possible and provide answers. Also for
particular property a staff is assigned so that individual attention can be given to the
tenant and hence help to build better relationships.
4.2.2 Aspects that relate and do not relate to work
For evaluating the online platforms like the Hiya 7000 portal E-S-QUAL can be used
and not the SERVQUAL model. Following shows the E-S-QUAL Dimensions:
-
Efficiency: Speed and ease of access.
-
Fulfillment: delivering the promises made.
-
System availability: proper technical functionally of the site or web.
-
Privacy: the safety of the customers’ personal information
(Zeithaml, Mary Jo Bitner, et al., 2013)
4.2.3 Implication of the theory
Focusing on the SERVQUAL dimension it was identified from the research that the
responsive dimension needs the most focus and improvement. and trying to improve
helps to develop better relationships with the tenants. Which helps encourage the
tenants to be more comfortable and share their concerns. Hence, helping to increase
the satisfaction of the tenants. The research helped to identify the areas to be
28
improved from the SERVQUAL dimensions, which is the responsiveness and
assurance.
4.6 Business research process
The research process is the stage the researcher goes to undertake a research project
(Wilson, 2014). The following explains the research process.
-
Establish intention: Identify a purpose and a focus area of the research to be
implemented
-
Choose a research topic: Select a research topic within the focus area for which
the research needs to be carried out.
-
Conduct a literature review: conduct literature review to see the previous
studies related to the topic and identify the methodology implemented in the
previous studies.
-
Research design: planning the research through designing the data collection
and analysis process.
-
Collect the data: implementing the designed plan to collect the data
-
Analyze the data: analyze the data collected.
-
Write up: Write up the research on the data collected in a suitable structure.
(Wilson, 2014)
4.2.1 Relevance between work and theory
The research process was followed when undertaking the research. The research
process helped to guide through the research to implement effective study.
-
Hiya 7000 was the research area. Once discussed with the academic and work
supervisors it was agreed to implement the study on the Hiya 7000
-
Hiya 7000 is a huge project hence a narrower topic was chosen to implement
the research. Where the research topic is defined as "Evaluating the
effectiveness and the tenants’ satisfaction level of Hiya 7000 agreement signing
and flat handover process".
-
The data collections for the research were designed to be carried out as an
online questionnaire and the analysis was to be done using quantitative data of
graph tables and the qualitative data through critical analysis.
29
-
A pilot study was implemented to see the response rate and the formulation of
questionnaire and during October and November 2021 data collection was
implemented.
-
The data collected was analyzed as initially planned
-
The report was written and recommendations were made and conclusions were
drawn
4.2.2 Aspects that relate and do not relate to work
The process is used in the workplace and when the research is implemented as well.
But small surveys do not necessarily follow all the steps involved in the research
process. Recently a small survey was undertaken to understand the changes need to
be brought to the design guideline of the watersports structures. Planning was only
implemented when the survey shall be done. Analysis was implemented through the
research and no write ups were made but decisions were made. Meaning the research
process is implemented as however, the whole process by each stage was not
followed.
4.2.3 Implication of the theory
The research process gives a guideline and keeps the researcher on track to solve a
problem. Hence, in implying research process in the workplace and undertaken
research allows a good focus on the formulation of the objective correctly which also
led to a good flow of actions so that the conclusions, recommendations and decisions
were made well on the particular matters.
30
Chapter 5: Personal and professional development
5.1 Capability objectives
Objective
Strategy that
Stress Management
was
●
used
Being organized: Google notes, Google calendar,
Office calendar was used to be organized so that
everything would go smoothly.
●
I tried my best to be disciplined in doing all tasks
within the time given however, some tasks can be
done with the help of other hence constraints were
faced
●
I made sure that I get enough sleep and rest even
on the busiest days.
●
Exercising was something that I could not do
however, I tried to take in as good food as possible.
●
Outcome
I did mindful sessions now and then to relax.
I was able to handle stress better than I used to, previously
stress would break my emotions and I end up crying and
not wanting to do anything. But I was able to fight back and
go on with the day and tasks.
Level
of
achievement
Table 5.1: Capability objective 1.
Objective
Strategy that
used
Work / Academic / Life balance
was
●
The tasks were distributed well in the daily routine
and set myself a rule that after office hours only if an
31
emergency I would attend it if not after office would
either be study time or family time. And also that not
to worry about studies within the office hours.
●
On the tasks list I put the priorities first and work my
way down attending them.
●
I had an organized Google calendar for important
events specifically for my studies. And on the google
keep I would list down the tasks that need to be
completed for the event and get them done.
Outcome
I was able to have a balance between work, academy and
life. I tried my best to attend family functions and gave time
to family along with participating in events in my workplace.
For example, during the write up my sisters had handball
matches and tried to attend as many matches that I could.
I also participated in an inter department volleyball
competition while doing my assignments on other subjects
I was studying this year.
Previously I would never spend time with family when I
would study but I was able to change that and give time for
family and balance work, academic and family life.
Level
of
achievement
Table 5.2: Capability objective 2.
Objective
Strategy that
used
Become More Resilient
was
●
I tried to be as flexible as possible in different
circumstances. Like even when I was doing work
and if my parents asked me to do a task or if I got a
call from the office I gave the time.
32
●
A lot of employees, managers and also families and
friends gave advice on how they have dealt with
different situations and I took their advice and tried
to put it into practice. For example, my closest friend
told me that mistakes can be made and learn a
lesson from it, calm down and get on with the
situation. Recently I made a mistake in the office and
my manager told me to correct it and Instead of
thinking about it corrected it within the same day.
●
I would ask multiple questions to understand the
situation before making or presenting it to the
managers. For example, on site I do not understand
a lot of technical aspects. Hence, I asked my officer
about it and I tried to explain in my own words. Then
we discussed and decided what should be done.
Outcome
I was able to be more resilient and deal with situations on
time before, I brought the emergency issues to the manager
to discuss and make a final decision on and once that is
that I try my best to carry out the action. When Maldives
Islamic Bank insisted on takeover of the unit even when
there weren't provisions, it was handed over within the
same day once the manager gave the permission.
However, I believe I can improve on this a lot.
Level
of
achievement
Table 5.3: Capability objective 3.
Objective
Strategy that
used
Improve Presentation skills
was
●
I practiced as much as I could before the
presentation.
33
●
In my electronic marketing presentation sir gave
many feedbacks to ask questions so that I can
prepare better for the presentation
●
The content was learned well however it is important
to learn how to put them into words.
●
A number of different levels of tenants had to be
dealt with and once I started often communicating
with them the confidence was built well.
Outcome
From the last presentation I did I was given feedback to
improve, hence there is a lot of room for improvement.
Level
of
achievement
Table 5.4: Capability objective 4.
5.2 Discipline objectives
Objective
Strategy that
Implement Professional Research
was
●
used
I got used to a lot of feedback I got during other
research that I have implemented in the last years.
Get assistance and feedback from supervisors. One
of the things was to plan out the whole research
implementation and make sure of the methodology
before implementing the research.
●
I read a lot of books relevant to research and also
literature review was done to get an idea of the
research
implementation
procedures.
34
used
in
signing
●
I was not able to sample the population as I would
have liked to, however I tried my best to critically
analyze the findings
Outcome
I was able to implement good research better than
expected but it was not excellent. There were areas where
the contingencies could have been built to come back from
the setbacks.
Level
of
achievement
Table 5.5: Discipline objective 1.
Objective
Strategy that
Improve Analysis Skills
was
●
used
Critical analysis was important hence I learned from
the best. Mostly the decisions are made after
investigating if a case is very severe. Hence, when I
analyzed the I read all the answers that supported
the data and drew conclusions.
●
It is a practice within my department to bring our own
solutions. So we get feedback on what we bring and
improvements are made.
Outcome
The more I understand the work environment the more a
similar mindset was built to critically analyses the findings.
However, there were many technical aspects that could be
better understood hence analysis.
Level
of
achievement
Table 5.6: Discipline objective 2.
Objective
Learn to Professionally Deal with Different Tenants
35
Strategy that
was
●
used
I saw how others communicate with the tenants.
Some would guide me and be on the call with me so
I would know how to communicate.
●
One of the most important things I understood with
the tenants was to be very friendly with them so they
are also there when you need them. So the
communications held with most tenants are friendly
and while for others it was semi friendly and
professional.
Outcome
I was able to deal and communicate with different tenants.
The aim is to deal with them professionally but be friendly
so that a partnership is created between the tenants that
would help have a healthier relationship.
Level
of
achievement
Table 5.7: Discipline objective 3.
Objective
Strategy that
Improve on Professional Writing Skills
was
●
used
Within the employment period I wrote a lot of
guidelines to which I was given feedback by the
managers on where to improve.
●
When writing letters and documents once feedback
is given by the managers I try to not repeat the
mistakes and it helps me improve.
●
I took a professional real estate English class.
Where it explained a lot of technical words that I did
not understand were there in multiple documents.
●
Writing was improved through learning new words
by either asking people or on my own and by
reading.
36
Outcome
Professional writing skills have improved but I believe there
is more room for improvement.
Level
of
achievement
Table 5.8: Discipline objective 4.
5.3 Identification of future learning and development needs.
There are multiple areas in which learning and development for future improvement
and to use in the workplace or in implementation of similar projects.
One of them being time management skills. Better improvement of time management
is necessary. I believe I can improve by creating a better time frame and completing
the tasks through discipline within the time frame to complete the tasks or the projects.
This can be achieved through learning best practices of time management daily
routine.
Presentation skills can still be improved. Aspects that would be important in the
presentation should be learnt and prepared for. Learning through videos, reading tips
and tricks, specially through asking questions and through a lot of practice this can be
achieved and succeeded.
Professional writing skills still need to be improved, especially when writing in Dhivehi.
Understanding the technical aspects of work on the site. Need to learn more technical
and relevant terms to the corporation and real estate so it can be used within the
writing. Also, I need to learn how to phrase sentences more professionally. This can
be learned through reading professional documents and through practice.
Improvements need to be made on finding solutions and making decisions. There is a
lot of control over the work handled by each employee. Hence, it is important to think
critically and take decisions on the small things and come up with solutions for bigger
decisions. Giving recommendations on how to improve or how things would be solved
would save a lot of time and also discussion with the managers. This could be
improved by learning more about the work environment, through reading articles,
cases and watching videos.
37
5.4 Workplace feedback
It has been described that I get along with people well understand the culture of the
workplace and is excellent in oral communication skills which is important for the job.
Also, described that I have improved on interpersonal skills, written and oral
communications and handling of multiple tenants. Recommends to improve in
leadership and taking initiatives. Appendix 2.
Chapter 6: Evaluation of own handling of Co-op
process
6.1 Contribution to the Co-op seminars and use of resources
For each component of the work assignment a seminar was held and presentations
were shared for the students to refer to. All the seminars were held online via google
meet. Different lectures presented the seminar based on their field of expertise. Total
of 6 seminars were held.
Every seminar was useful as each focused on particular components of the applied
project. I took notes during the seminar which helped me a lot when work assignment
was implemented and during the write up. It was used as a guide along with the applied
project handbook and marking guideline and the presentations provided.
After each seminar, discussions were held online, and it was very helpful to participate
as it is very clearly understood on how we shall go about the particular components.
6.2 Handling of activities/meeting with the academic supervisor
All meetings were set with the academic supervisor through email. Face to face
meetings were preferred and held mostly. However, an online meeting was also held
as I live in Hulhumale, and no classes were scheduled the particular day. Each
meeting helped in the process of the whole applied project. Following shows the
meeting details and the meeting minutes would be attached in the Appendix 3.
Meeting
Medium
Discussion
38
1
Face to face
Brief of the learning outcome was given and was guided
on how the objective shall be formulated based on the
topic.
2
Face to face
The topic and the objectives I developed were given to
the academic supervisor, because the supervisor had to
be somewhere urgent. The feedback was not given
there but she gave me the document with comments
during a tutorial.
3
Online
The topic was discussed and finalized along with the
objectives and cleared the doubts of how the theories
were to be discussed and presented.
4
Face to face
The questionnaire questions were discussed. She
asked me to choose the questions but we agreed on
how the questions shall be formulated.
5
Face to face
How to properly build the presentations was discussed.
Helped to clear doubts of the theories I had. Where she
explained very clearly. She even showed me a sample
as well, which helped me a lot.
6
Face to face
Finalization of the content and presentation pointers
were given.
Table 6.1: Meetings held with academic supervisor.
6.3 Own ability to manage relationships and issues at work
In the workplace anyone can be depended on and all colleges guided me. Everyone
in the workplace is friendly and understanding. There was a strong relationship and
culture within the corporation and the department itself. Therefore, anyone was
approachable regarding any matter and it was easy to have a healthy relationship
within colleges with the workplace.
39
The issues that occur at work are usually fixed within the workplace by relevant
employees or particular departments after discussing the issues. These are addressed
and solved between the staff or by the management.
6.4 Submission of fort night report
Progress reports were to be submitted within every two weeks to provide the academic
supervisors an update about the progress of the work assignment and the portfolio.
All the progress reports were submitted via Moodle and email to the academic
supervisor before the due dates. Following shows the details of the progress report
submission.
Progress report
Sent via email
Time submitted via Moodle
Progress Report 1
Date: 16th September 2021
Date: 16th September 2021
Time: 9:58pm
Time: 6:52pm
Date: 30th September 2021
Date: 29th September 2021
Time: 12:30pm
Time: 5:32pm
Date: 14th October 2021
Date: 14th October 2021
Time: 8:18pm
Time: 8:15pm
Date: 28th October 2021
Date: 28th October 2021
Time: 6:36pm
Time: 6:35pm
Date: 11th November 2021
Date: 11th November 2021
Time: 8:20pm
Time: 9:45pm
Date: 25th November 2021
Date: 25th November 2021
Time: 8:21pm
Time:10:53pm
Progress Report 2
Progress Report 3
Progress Report 4
Progress Report 5
Progress Report 6
Table 6.2: Progress report submission.
6.5 Work Journal
The work journal was updated frequently based on the most important events that took
place within the work environment. Such important events did not occur every week
40
especially early on and some events tended to take place for a longer period of time.
Following shows is the work journal:
Week
Details
3
Urban farming and water sports tenants are a lot so sometimes when some
information is needed to be collected it is difficult to call them and get the information.
Instead I create a google form and send it to the Viber community group. It is much
easier and the tenants who haven't filled in notify them separately or call them. This
is being used and would be used in the future to collect information.
4
One of the tenants from the urban farming community called and complained that
they have not been receiving water for 2 days and their plants are dying. We were
not notified prior. Called the projects in charge and let him know and the MWSC in
charge told the worker is on their way. It took longer and the tenant kept calling and
complaining, me and the projects in charge tried to make him understand. After office
hours even the worker from MWSC did not come, therefore I went to the urban
farming place and the tenant vented angrily. I listened and explained that our part has
been done and that I'll make sure they would come today. I only left once the MWSC
staff came and fixed it.
5-7
Urban farming project was handed over to me after the agreements were signed but
in some agreements some pages were not signed that needed to be by the tenants
as well. As it would have been more difficult to bring all the tenants at once. Therefore,
I asked the tenant to come to the office on different times of different days at their
convenience so they can sign and receive the agreements.
6
We are required to provide fertilizer bags to the Urban farming tenants, but the tenants
must sign the handover note so they and we know how much they have received.
However, some tenants do not come to sign when asked multiple times. Therefore, I
proposed to my manager if it would be alright if I asked the tenants to come sign first
and then the fertilizer bags would be delivered by the greening department once I
mail them with the tenant details. So then the in charge from the greening department
would contact the tenant and with their presence they would put the fertilizer bags in
storage. This is being practiced now.
7
A tenant from urban farming called and said the water has been smelling bad,
41
therefore I called MWSC. I asked the tenant to do what the MWSC specialist
instructed, which was to keep a water bottle. They checked and fixed it then the water
was all fine.
10 (On Renatus handed it over to me and the Bank of Maldives (BML) unit wanted to fix the
going)
AC which would block the entrance hence they had to get permission from the
residents. The society formed by the residence wanted to solve a problem they
previously had, which I arranged a meeting for and they discussed their concerns.
We are in the process of trying to fulfill them one by one so they are satisfied and give
permission as soon as possible for BML.
10 (On Damas One Avenue was handed over within the same week. The developer had few
going)
things to fix in order for HDC to take over the Commercial area. However, there were
no utility provisions hence the lift and water cannot be tested. Every week the updates
they give tend to be the same. Hence my officer and supervisor discussed and called
in charges to fasten the process.
13
Maldives Islamic bank (MIB) signed to rent a unit in Damas One Avenue and they
wanted to take over the unit sooner. But due to delays of taking over the commercial
area from the developer the handover process has been delayed as well. MIB kept
requesting to hurry the process. Therefore, my supervisor decided to handover the
unit to MIB. They also agreed that the developer and HDC can work on the site to fix
the particular issues.
14
Maldives Islamic bank was directed on how they have to apply the utility forms
as they wanted to speed up the process as the handover was also delayed.
Hence, I coordinated with several departments to speed up the process.
Table 6.3: Work journal.
Chapter 7: Conclusion
7.1 Conclusion
The Applied project helped me to tackle a lot of challenges, learn and improve myself
on many different levels. Apart from the theories explained in the portfolio, multiple
other theories, concepts and models were applied practically. Therefore, things
learned during the semesters of degree were better understood.
42
The workplace experience was a journey of a wonderful learning process with one of
the best, most experienced and knowledgeable people. Willingness to help by the
colleges and my willingness to learn was complemented well enough to l help succeed
and continue a valuable journey.
43
Section 2: RESEARCH
1. Research
1.1 Introduction
Housing Development Corporation (HDC) is an organization undertaking multiple
projects to increase the quality of the living standards. Hence HDC has signed and
handed over social housing projects over the past years. Recently HDC began
handing over flats to the tenants of the Hiya 7000. It is important to identify the tenants’
satisfaction and effectiveness of the project implemented, to evaluate the success of
the project.
This research is conducted to identify the satisfaction and effectiveness of the
agreement signing and flat handover process. Which would also provide
recommendations for further improvements and considerations in implementing
similar projects in the future.
1.2 Problem statement
On July 14th 2021 Hiya 7000 agreement signing and flat handover process
commenced. (PSM news, 2021). As this is a huge project including 7000 units and
tenants hence it is crucial to understand the tenants’ satisfaction level to evaluate the
effectiveness and the success. Therefore, the main research objective is “Evaluating
the effectiveness and the tenant’s satisfaction of Hiya 7000 Agreement signing and
flat handover.” This would help determine whether the tenants were delighted or not
and the level of effectiveness of the project.
1.4 Research objectives
The research topic targets to evaluate the effectiveness and tenant’s satisfaction level
of the process. Customer satisfaction is the fulfilment of consuming a product or
service (Zeithaml, Mary Jo Bitner, et al., 2013). Effectiveness is implementing the right
methods and tasks (Robbins & Coulter, 2012). Five research sub-objectives have
44
been developed targeting to achieve the research main research objective. Following
are the research objectives:
-
Evaluating the tenants’ expectations of agreement signing and flat handover
process.
-
Identifying the factors affecting the tenant’s satisfaction levels throughout the
process.
-
Identifying the effectiveness of handling the tenants’ complaints and flat
defects.
-
Identifying the effectiveness and the usefulness of the Hiya 7000 portal.
-
Identifying the ways to improve the agreement signing and flat handover
process
1.4 Research questions
The research questions reflect each of the sub-objective and for each research
question a questions or questions set would be developed which answers or achieves
the objective of the research question. Following are the research questions:
-
What are the tenants’ expectations of the whole agreement signing and flat
handover process?
-
What factors contribute to influencing the tenants’ satisfaction level in the
process?
-
How effectively were the complaints of the tenants and flat defects dealt with?
-
Was the Hiya 7000 portal useful and effective?
-
What are the ways to improve the whole agreement signing and flat handover
process?
1.5 Literature review
Tom Stephani (2005) explains that in a contractor and realtor business the best
tenants are gained from being able to guide the tenant through the decision making
process. He suggests 3 steps to successfully closing a deal. First step is about signing
a preliminary agreement including the design, site and the bids so this can be
amended to the tenants needs in the initial stage. The second step is to get the tenants
consent on the prices, particular specifications so the agreement can be developed
45
where it would help to build trust and relationship. The third stage is signing which has
already helped set the tenants relationship in the initial stages and with less
complications and dissatisfactions (Stephani, 2005).
Tom Stephani (2005) also explains the importance of first contact to build a good
impression in a realtor, contractor business setting. It is proposed to have excellent
phone etiquette of introducing oneself and the corporation. It has also been proposed
to listen to the client and give full attention to them. Additionally, being presentable
and knowledgeable about the corporation to explain it to the client. (Stephani, 2005).
As per Perry John Forsythe (2007) the decision making process has a huge influence
on the satisfaction, expectation and the perception of resident construction and
purchase. The service quality, price, and the product quality is important to be
measured to see the effect on the tenants’ satisfaction levels, expectations and
perceptions. It is also said that these features can be easily measured using Likert
scale through in-depth interviews and survey scores. Additionally, it is suggested to
profile the customer to be able to meet the specific needs of the target (Forsythe,
2007).
An article which explains the procedure of signing new tenants and implements
surveys to understand the satisfaction levels about the property, describe that many
arrangements were made in order to reduce the time delay in property handover. Such
as having multiple payment options, all documentation ready, procedure for different
signees like the guardians. Hence a survey was not only prepared to identify the
satisfaction of the tenants but also allowed tenants to make any queries (Ross, 2020).
In a study to understand the number of tenants reading, understanding the lease terms
a questionnaire was used in the study where flow was maintained from the introduction
of the including multiple Likert scales to see the tenant’s opinions. It also included
multiple Likert scaled questions to understand the tenant’s opinions. It also mentions
that 92% of the respondents from the study were more convenient as the
questionnaire was in English (Mueller, 1970).
46
1.6 Methodology
Methodology is a defined procedure for the particular research to be followed to make certain
of the accuracy of the data collection (Hair et al., 2003).
1.6.1 Research type
A combination of qualitative and quantitative research would be implemented as it is
very important in a service market. Quantitative data is numerical and can be used to
make estimations and predictions, while qualitative data helps to identify in-depth
information through opinions, studies and more (Zeithaml, Mary Jo Bitner, et al., 2013).
The whole agreement signing and flat handover process is a service given HDC which
requires both quantitative and qualitative data. As it is important to gain more insights
into understanding the tenants’ satisfaction levels and to identify areas to improve.
1.6.2 Sample size
The sample size is calculated based on population proportion of tenants who signed
the agreement and total tenants to sign the agreements as of 7th September 2021.
The sample size is 335.
Confidence interval
p
95%
0.8
Error
0.04
Population size
6720
As of 7th september
2021
p
alpha divided by 2
0.025
Z- score
1.96
Sample size
335
0.8
Signed
5519
Total
6720
Figure: Sample size calculated
1.6.3 Sampling method
Defined target population is a specific group of people where research can be
implemented through questionnaire, observation and more (Hair et al., 2003).
The population for the study would be all the tenants of Hiya 7000 which has 6720
units as the ground floor is taken by HDC to provide other amenities and services
47
(Avas, 2020). Hence it was advised not to use tenants contact information as it would
be personal information. Thus, the research would be implemented through
convenient sampling. Convenient sampling is when the sample is selected based on
the convenience for the researcher where it represents the population (Hair et al.,
2003).
1.6.4 Tools
To implement the research, the Google forms would be used. This allows easy
automated data collection online enabling to view in sheets and allowing editing the
data collected. Multiple varieties of questions can be used. The responses can also
be displayed as bar charts and pie charts which can be copied and added to reports
and documents (Google, 2019).
One of the main reasons for using google forms is because it allows easy automated
data collections and because this is targeted to the population which includes Also
data can be displayed in multiple ways which can be used to support the argument in
the report.
1.6.5 Method
A pilot study would be conducted initially prior to the actual research to make final
amendments to the questionnaire and check if any important question needs to be put
into the questionnaire. This would be implemented on 22nd October 2021.
The Google form would be sent to a hiya community group via Viber and social media
to collect responses. The post would include my name and a short description of the
research. The google form is planned to be posted on 30th October 2021.
The questionnaire would be in Dhivehi language as it is the national language
therefore, the more tenants would be able to easily understand and answer. Most
questions would be developed on a Likert scale as recommended by Perry John
Forsythe (2007) in “A conceptual framework for studying customer satisfaction in
residential construction”. Appendix 4.
Main reason for sharing in a hiya community group is so that more tenants can be
reached through a direct platform that has been created specific for the tenants. Thus,
it would be a better targeted research implementation. The form is also put on social
media so that the whole population is targeted as all tenants might not be in the Viber
48
hiya community group. Hence more responses lead to more credible data when the
population is large (Hair et al., 2003). Appendix 5.
1.6.5 Analyze
The findings would be analyzed targeting the research objectives where the conclusions
drawn would be easily understood.
The quantitative data would be analyzed mainly through displayed materials in multiple
forms like pie chart, bar graphs. Pie charts show sections as a proportion of the whole
pie, while graph charts display data on horizontal or vertical bars (Hair et al., 2003).
This would allow a simple and clear representation of the data enabling us to make
conclusions conveniently.
Qualitative data would be analyzed by understanding the opinions and importance
would be given based on the repetition of the answer. This would give better and rich
insights to the quantitative data conclusions, which would be used to support the
argument.
1.7 Findings
Total 60 responses were received from the research. The respondent rate is lower
than expected, however the research was successful as the respondents took the time
to write and share concerns, satisfactions and dissatisfactions regarding the whole
process.
1.7.1 Tenants expectations of the whole agreement signing and flat
handover process.
The questionnaire included the question “What are the expectations of the agreement
signing process?” Some of the tenants explained that the signing process went very
smoothly and organized as they were able to get other forms from STELCO and
MWSC filled from where the agreement signing was held. While others described it as
a slow and unorganized process and they had to wait longer and because there was
a huge queue. Hence, tenants expected it would be organized and fast. One of the
common answers was also that in the first few days of the signing process there were
many problems which were later on improved on as the.
49
A short answer question asked was to understand the expectation of the flat handover
process. “What are the expectations of the flat handover process?” Where the most
common expectation which can be identified was the speed of the flat handover
process. Tenants responded that the speed of the process was much slower than
expected and was not satisfactory. Another common response was that there were a
number of defects when the flat was handed over, that the finishing’s were not done
additionally that the tenants were the ones taking responsibility for fixing the defects.
Hence the tenant’s expectations were to have all the defects fixed and finishing’s made
before handing over the flat.
Figure: Different factors in agreement signing and flat handover process rated based on
expectation as a %
-
Staff’s helpfulness: This clearly shows that more than 50% of the respondents'
expectations of staff being helpful were met. However, 37% expectations were
not met and improvements would have to be made.
-
Form submission: The findings show that the tenants 65% of the expectations
were met with 33% expectations were very well met in submitting the forms and
50
35% were not met. A huge number of expectations have been met in form
submission.
-
Form processed: 55% of the expectation of forms processed were not met while
45% were met. Meaning this area would need more focus and attention to reach
up to the tenants’ expectations.
-
Signing arrangements in Huravy School: Responses show that 57% of the
expectations were met from which 37% were very well met. From the question
asked to explain their expectation in the signing process also, shows that the
most tenants found it convenient and were happy that organized arrangements
were made. While only 28% expectations were not met of the signing
arrangements in the Huravy School.
-
The agreement signing schedules: there is an almost equal distribution of
responses where 53% expectations were met and 47% of the expectations
were not met. There could be ways to improve the signing schedule.
-
Flat handover process: Most expectations were met with 63% in the flat
handover process and 36% were not met. From the answers of tenants from
the question regarding the expectation of the flat handover process, it is
understood that some tenants wanted a more convenient method of handing
over the flats.
-
Call center: The expectations have not been met by 70% of the call center and
only 30% of expectations have been met. Meaning call centers should have
been or alternative methods need to be implemented.
Figure: Most preferred communication channel of agreement signing and handover.
The above figure shows the result of the question of the most preferred communication
channel chosen by the tenants to communicate regarding agreement signing and
handover. 58.3% preferred the Viber community to be used as the communication
channel, while 28.3% preferred HDC website and 11,7% preferred social media. It is
important to provide up to date information in the Viber community.
It can be evaluated from the tenants’ expectations that the call centers need more
attention to be improved. Also from the descriptions it can be understood that the
tenants believe that the speed of the whole process can and should be improved.
Hence these are the expectations from the tenants and fall under the desired service
51
under lasting service intensifiers under personal service philosophy. Because the
tenures believe that the process can be sped up.
1.7.2 What factors contribute to influencing the tenants’ satisfaction level
in the process?
Figure: Different factors in agreement signing and flat handover process rated based on
satisfaction.
-
Staff’s helpfulness: This clearly shows that more 68% of the respondents were
satisfied with the staff's helpfulness. However, 32% were not satisfied. This
might be because specific tenants' needs were not met, and would be important
to consider that different tenants would have different needs to satisfy.
-
Form submission: The findings show that the tenants 65% were satisfied and
35% were not with form submissions. 35% is relatively a large percentage
reducing this would be important.
52
-
Form processed: 47% were satisfied while the larger percentage of 53% were
dissatisfied. The forms being processed should be improved as the percentage
weighs more on the dissatisfaction side.
-
Signing arrangements in Huravy School: 67% were satisfied with the signing
arrangements. While 33% were dissatisfied which likely because of the slow
speed of the process within the Huravy school.
-
The agreement signing schedules: Equal percentage of tenants were strongly
satisfied, satisfied, dissatisfied, strongly dissatisfied in the schedules. Meaning
to increase the satisfaction it is important to understand how to schedule
effectively. From the research it is understood that some tenants wanted
scheduling to be implemented in a manner that saved time and cater for the
requests by the tenants, like changing the time.
-
Flat handover process: 60% were satisfied with the flat handover process with
40% dissatisfied. Most tenants were satisfied but 40% is a large group so needs
to be catered to increase the satisfaction.
-
Call center: Only 33% were satisfied with the call center and 66% were
dissatisfied. Multiple measures should be taken to improve this.
It is identified that the performance of the call center and the forms process were the
factors that affected the tenant’s satisfaction most. As it was most satisfied by the
tenant. However, tenants were averagely satisfied with the agreement signing and flat
handover process. However, they would need to make immense use of the call center
and form processing in order to improve the satisfaction levels of the tenants.
53
1.7.3 Was the Hiya 7000 portal useful and effective?
Figure: Number of tenants used the Hiya 7000 portal.
The figure above shows the percentage of tenants who used the Hiya 7000 portal.
91% used the Hiya 7000 portal, while only 5 tenants did not use it. Which shows the
importance of the portal.
Figure: Different factors in Hiya 7000 portal rated based on satisfaction.
54
-
Filling forms: 23% responded that the form filling went very perfectly 43%
responded that it was perfect 22% responded as imperfect and 12% responded
as strongly imperfect. Most of the form filling went perfectly because it was easy
and the staff helped well. While for the others it might be as they faced many
difficulties in filling the forms.
-
Submitting documents: 62% responses show that the submitting document
went perfectly. One of the reasons might be as digital forms were being
accepted with digital signatures. While 34% from the responses say it went
imperfectly. This might be because of technical issues involved in submitting
the forms.
-
Checking updates of the forms: 61% responded that checking updates of their
forms were perfect while 38% say it was imperfectly. There could have been
easier methods of checking updates on the forms to satisfy the 38%.
-
Form processing: Only 40% agreed that the form processing went perfectly
while the other 60% said it was imperfect. One of the reasons can be that it took
more time for the forms to process.
-
Convenient correction of the forms: 50% says the correction of the forms went
perfectly convenient with 20% only saying it was very perfect. While the other
50% says it was imperfect. This might be because it was difficult to edit and
took time.
-
Speedy: only 40% says it was perfectly speedy but the other 60% says it was
imperfect with 27% says it was strongly imperfect. Meaning the speed of the
Hiya 7000 portal would need to be improved a lot as this was not up to the
satisfactory level.
55
Figure: Factors of Hiya 7000 portal agreed or disagreed.
-
Importance: 85% agree that the portal is important. This might be because the
forms can be accessed and submitted online from remote locations. Only 15%
of tenants disagree.
-
Usefulness: 77% agrees that it was useful, while 23% does not agree. One of
the reasons for agreeing for this can be because it made form submission
convenient.
-
Easy to use: 62% agreed that it was speedy and fast, while 38% disagrees. For
some phones it might have been slow, therefore, it would be important to
improve the speed of the site.
It is identified that the Hiya 7000 was effective and was up to the most customer’s
satisfactory level. It was agreed by the tenants that the Hiya 7000 portal is very
important and useful from the data and the descriptions. But they would need to
improve on the speed of the page in order to improve the satisfaction and effectiveness
even further.
56
1.7.4 How effectively were the complaints of the tenants and flat defects
dealt with?
Figure: Different factors relevant to complaints and complaint submission rated.
-
Accepting complaints: Only 38% of tenants agree that the accepting complaints
went perfectly. While the larger portion with 62% of complaints accepted went
imperfectly. Better complaint accepting system should be implemented.
-
Solving problems: 34% of the tenants said solving the problems perfectly while
66% said it went imperfectly. This might be because the solution given was not up
to the expectation of the tenants hence should focus on giving better solutions.
-
Time taken for solving the problems: 25% the time taken for solving the problems
went perfectly meaning they were satisfied while the other 75% disagree. Meaning
quicker solutions should be given to the tenants.
-
Staff’s attentiveness: 38% says it was perfect while 62% says it was imperfect.
Meaning the staff would need to be trained to improve their attentiveness for the
tenants especially in accepting complaints and giving solutions.
It was asked in the study to explain if any dissatisfaction was there in solving problems.
Huge number of responses were that the longer time is being taken to solve simple
57
problems and also that HDC has not responded to their complaints. So it is important to
be responsive especially to the complaints and the problems tenants have to build a good
relationship with them.
Also another very common response was that the correct information was not being given
and different answers were being given different times and to different people. Hence, it
is important to standardize the answering system regarding the same issue and giving
the correct information.
It is identified that all the areas in the complaint process proved to be ineffective. Huge
improvements need to be made on the manner the complaints were and are being
handled. The tenants are not satisfied with the complaint handling process. Therefore,
quick and great measures need to be taken to improve the complaint handling service
and to improve the tenants’ satisfaction.
1.7.5 What are the ways to improve the whole agreement signing and flat
handover process?
It was asked in the research on providing recommendations for improvement in the
agreement signing process and flat handover process. Where a lot of tenants
recommended a better scheduling system so that it would not take much time in the
agreement signing process. Also it was commonly recommended to improve the staff
management, their attentiveness and also the communication between the staff present
in the signing hall and near the Hiya 7000 flats.
Additionally, the research asks the tenant to provide recommendations on improving the
Hiya 7000 portal. One of the common recommendations was to provide access to
another person as the owner might not know how to fill the forms. Other than that, tenants
have said that the portal was very useful.
1.8 Recommendations
Recommendations were able to be brought under two main headings as there were
major areas and minor areas that focus need to be given. Hence, the major areas
improvement is necessary for improving the effectiveness and the tenants’ satisfaction
levels.
58
1.8.1 Major recommendations
-
Improvements to current ticketing system: This is a system currently being
implemented to address the tenants’ complaints, where the tenants have to call
the call center and then the call center would submit a ticket. These tickets would
automatically be assigned through the system to the respective staff handling the
towers. Sometimes the staff explains that they do not entirely understand what the
call center has written on the ticket and also there is heavy traffic on the call center
by the tenants which explains the dissatisfaction from the results. Thus, it is
recommended that the tenants contact the tower representatives so this allows
them to understand the at the same time reducing the traffic on the call center.
-
Alternative for call center: the results have concluded that the call center needs
improvement in performance. There was very heavy traffic during the process.
Hence, having a chat function online where the standard questions can be
answered through standard answers and while a staff can be hired to chat with
the tenant for non-standard questions
-
Improving responsiveness: From the dimensions of the SERVQUAL model it can
be identified that responsiveness is the dimension that needs to be improved.
Which can be improved through training the staff. The training needs to be focused
on areas for the staff to improve attentiveness, communication, speed and basic
knowledge on the whole process. Which would help to improve efficiency and
effectiveness of the whole process.
-
English and Dhivehi forms: Having both languages on the online platform and on
physical form would help tenants to clearly understand the forms and how it needs
to be filled leading to fewer mistakes hence delays.
1.8.2 Minor recommendations
-
Use multiple channels to communicate with the tenants: As the target is owner of
the 6720 units there would be more tenants because of multiple categories.
Meaning all that it is very less likely that all the tenants can be reached through
only one channel. Hence, Viber community, HDC website and also social media
pages can be used as communication channels to reach the tenants for future
communications.
59
-
Easy interactive guidelines: easy interactive guidelines could be given on the
website or on Hiya portal through videos and pictures as most people do not read,
rather they would be more interactive if videos or pictures are placed. For
example, having videos of how the forms shall be filled, or what has to be brought
to the agreement signing and gives the tenants less chance of error.
-
Standard FAQ: Having a Standard FAQ system with standardized answers for the
regularly occurring problems and questions would save a lot of time on the call
center and also even if the same questions are repeating the staff can refer to the
FAQ as well. So there would not be differences in sharing information by the staff.
-
Faster process of agreement and flat handover process: allocated slots for a
number of tenants to sign the agreement would make the process much quicker.
For example, 20 tenants within the time frame 30 - 45 minutes. However, to
implement this there might be difficulties like tenants not coming on time again
would lead to overall delays in agreement signing.
-
Improving form processing: This could have been improved if specific staff were
assigned to form processing. Priorities of the particular staff should be to process
the forms even though other tasks have been given.
1.9 Limitation
-
In an ideal situation this research would be implemented using a sample hence
the sampling method would be random sampling. However, as it invades the
privacy of the tenants by using the contact information it was proposed by the Real
Estate Management Director Shazim Saeed to prepare the questionnaire to put it
out to one of the Hiya Community groups through Viber. Hence a convenient
sampling method was carried out.
-
There were multiple delays in posting the questionnaire. The first hiya community
group reached out, informed that they would try to talk with the admin to give a
response on whether they can put it or not. However, they did not provide a
response and delays occurred. From further instructions and help through Real
Estate Management Director Shazim Saeed it was put out by Commoners
Friendship Association community group on Viber and on their twitter to reach a
larger number of people which was on 2nd November 2021.
-
The message written on the post was not in my control however it did mention my
name and the purpose of the research.
60
-
The response rate was lower than expected hence the research was extended for
5 more days. With 6581 tenants the expectation is to get around 200 responses.
However, only 59 responded and compared to the number of tenants and
expected amount this is very low.
1.10 Conclusion
To conclude the research, one of the main areas that HDC should focus and invest time
to improve a lot is responding to the complaints and improving the call center services to
increase the tenants’ satisfaction. Overall the tenants were satisfied with the agreement
signing process and flat handover process. However, with improvements and minor
changes to few areas like the portal speed, staff attentiveness and agreement scheduling
the process would be even more effective. Hence, learning to higher satisfaction levels.
61
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Housing Development Corporation. (2021). Company Presentation May 2021
[PowerPoint Presentation]
https://hdc.com.mv/app/files/2021/05/210517_HDC_Investor%20Presentation.pdf
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Robbins, S. P., & Coulter, M. K. (2012). Management. Prentice Hall.
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Wheelen, T. L., & J David Hunger. (2011). Strategic management and business policy :
achieving sustainability. Prentice Hall ; London.
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Appendices
Appendix 1
Learning log
DATE
16/9/2021
NO.
1
RESOURCE
Blog: 8 Great Work Habits That Can Help You Stand Out to Management
https://www.waldenu.edu/programs/business/resource/eight-great-workhabits-that-can-help-you-stand-out-to-management

LEARNING
SUMMARY
AND POINTS





Punctuality allows the managers to see the employees as
responsible and accountable people to the job.
Learning skills allows to keep up with the trends
Initiating may allow you to take up important projects
Asking questions to learn more in the workplace
Admitting and trying to handling mistakes makes you prepared for
future
Effective communication and understanding cues are important.
DATE
18/9/2021
NO.
2
RESOURCE
Blog: Why has performance marketing become a powerful tool for start-ups to
scale their business amid pandemic?
https://brandequity.economictimes.indiatimes.com/news/marketing/why-hasperformance-marketing-become-a-powerful-tool-for-start-ups-to-scale-theirbusiness-amid-pandemic/86316258
LEARNING
SUMMARY
AND
POINTS







Pandemic lead to more opportunities online
Performance marketing is important to be informed about the new
trends.
Due to high competition this has become a need.
Using data understanding the consumer behavior enables Indian
start-ups to shine
Studies show an increase in customer acquisition of implementing this
method.
Google and Facebook play a huge role in it.
Post pandemic business maybe more effective by acquiring the
customers through performance marketing,
64
DATE
21/9/2021
NO.
3
RESOURCE
YouTube: How to Deal with Angry Customers – 8 Tips and
Examples
https://youtu.be/MkNXRawYhJI



LEARNING SUMMARY AND
POINTS
Try to calm the customer asking questions
Be polite
Apologize
DATE
24/9/2021
NO.
4
RESOURCE
YouTube: 7 tips for good survey questions
https://youtu.be/Iq_fhTuY1hw



LEARNING SUMMARY AND
POINTS
Make sure the customers can answer them
Make sure that the questions are less private
Make sure the customers are likely to answer the
question truthfully
DATE
27/9/2021
NO.
5
RESOURCE
YouTube: 7Writing Good Survey Questions - Statistics Help
https://youtu.be/n34OnLnKzIg



LEARNING SUMMARY
AND POINTS
Keep questions short
Positive terms are important to use
Try to use neutral questions
DATE
30/9/2021
NO.
6
RESOURCE
YouTube: How to Handle Rude Customers Listen and
Understand https://youtu.be/jZIxxm2xpm4
65




LEARNING SUMMARY
AND POINTS
Given the chance to went
Show the solutions and ask if it is ok with them
Then proceed
Some customers feel better when they get the chance to
complain
DATE
03/10/2021
NO.
7
RESOURCE
YouTube: How Would You Deal with A Difficult Customer?
(INTERVIEW QUESTIONS & ANSWERS!)
https://youtu.be/MkNXRawYhJI
LEARNING
SUMMARY AND
POINTS


DATE
05/10/2021
NO.
8
RESOURCE
YouTube: 5 tips to improve your critical thinking - Samantha
Afoos https://youtu.be/dItUGF8GdTw
Never get angry at the difficult customer
Go through a set process of listening, asking questions,
giving solutions that the customers are satisfied with

LEARNING SUMMARY
AND POINTS



Helps to go through all the options and then make the
decisions.
know what you are looking for; allows you to know what
you want to look for
Use evidence
Imply and see the long term effects
DATE
08/10/2021
NO.
9
RESOURCE
Demy course: Kick start Your Real estate English - section 1,2,3
LEARNING
SUMMARY AND
POINTS




Special purpose properties like warehouses, local amenities
require parking spaces
Attractive micro location includes local amenities in the area
Investment memorandum is a document including multiple
information like the property details, tenant details, rent
details and locations
NIY= Net Initial Yield - ratio of purchase price of the property
over the rent income.
66





Break option is when the tenant has the option to end the
lease prior to the actual date
Anchor tenant the most important tenant in terms of the
space size and the rent income
Lease is used by the US and Let used by the UK.
Lease can also be referred to the lease document where the
three is the lessor and lessee
Pursuant to = in accordance with
DATE
09/10/2021
NO.
10
RESOURCE
Demy course: Kick start Your Real Estate English - section 4

LEARNING SUMMARY
AND POINTS





First tell that we are having a meeting and let the other
person select the time or give suggestions
Give a reason if cannot attend meeting
If the email is going back and forth does not have to
address them all the time.
Get to the point fast in emails
Call to action last
Bite size information in emails
DATE
15/10/2021
NO.
11
RESOURCE
YouTube: HOW TO KEEP LEADING ZEROS ON LEFT IN EXCEL
2010 VIDEO TUTORIAL https://youtu.be/OSmnvaGcs6A

LEARNING
SUMMARY AND
POINTS
Have to select and change cell format to text
DATE
16/10/2021
NO.
12
RESOURCE
YouTube: How to use the COUNTIF function in Excel
https://youtu.be/EaDJZMH2gc8
YouTube: How to use the COUNTIFS function in Excel
https://youtu.be/Ihkgs7T3Do0
67

LEARNING
SUMMARY AND
POINTS

select the category range and then the criteria so it shows
the number of the thing u wanted to find based on the criteria
can find a number of multiple criteria range selected.
DATE
25/10/2021
NO.
11
RESOURCE
Manager Taught: - VLOOKUP formula
 If error
LEARNING
SUMMARY AND
POINTS


first write the equation then select the one u want to find example
structural changes and then select the database example from
the description to the amount and then write the columns number
of columns and then write the false if you want them to take the
exact spelling.
open bracket at the start of the formulae and enter if error open
bracket for the other existing formulae close it and then at the end
write the 0 and then close it for it to work.
Appendix 2
Placement feedback
Thank you for supervising Aminath Shahaa Mohamed during their Cooperative Education
semester. Now that the semester is completed, we would like some feedback that will assist
them in their future development.
It is important that we gain feedback about the aspects of the work that was done well
and also suggestions for improvement.
This feedback will be used by the student to reflect on their performance in the
workplace and in assessing their future development needs. It will be included in their
Cooperative Education portfolio.
Could you please complete this and give it to the student to hand in to their Academic
Supervisor?
WORKPLACE ASSIGNMENT - Evidence:
Evidence as agreed in learning contract:
68
Has this evidence been provided to a satisfactory standard?
Yes. The staff has provided a detailed and a clear analysis of the Hiyaa project with good
points for improvement of the project.
Do you have any comments about the evidence?
A physical survey done among the tenants would have given a clear understanding of the
living situation of the Hiyaa community. I do understand there were some challenges
regarding getting this information from the tenants, however the staff has provided a good
evaluation based on her other researches of this project.
WORKPLACE ASSIGNMENT — Strategies or how it was undertaken:
How well did the student go about completing this work?
The staff did a very good job in obtaining information for the project through online
questionnaire sent out to the tenants. She also handled the challenges that came along duringthe
process well and was quick in finding solutions to any problems that came along.
What suggestions do you have for improvement?
-
If a physical survey was done it would give a better insight and likely to get more
responses.
Improve on critical evaluations
PEOPLE SKILLS:
In what ways did the student fit in with the company culture?
She gets along well with other staff and clearly understand the work culture. She has excellent
written and oral communication skills which is crucial for the job she undertake atHDC.
In what ways did the student develop and maintain professional working relationships
appropriate to your organization?
She portrays professionalism when dealing with fellow staff and tenants, finishes work on
time and is prompt in dealing with work related requests.
69
OVERALL SKILLS:
How did the student’s skills and abilities develop during the semester?
She has improved in interpersonal skills among colleagues, and written and oral
communication in the work environment and handling multiple tenants.
In what ways did the student show initiative in learning about the wider aspects of the work,
organization and industry?
The staff has shown initiative in collecting property data for a proper data managementsystem.
What advice would you offer this student for his/her professional development?
Taking initiative and leadership skills. I understand she is quite new to the work environmentand
have yet to learn these skills.
OVERALL PERFORMANCE:
Please rate the student based on his/her overall performance:
Poor
Signed:
1
2
3
4
5
Excellent
Date: 3rd December 2021
Name of placement supervisor & organization: Abdul Nafiu Mohamed, HDC
Thank you for taking the time to complete this feedback form.
70
Appendix 3
Meeting Minutes
Meeting Minutes
No. 1 Location: Classroom
Participants
1
Amidah Shahaa Mohamed
2
Fathimath Nuzuhath
1.
Purpose of the Meeting
To discuss the learning contract
2.
Discussion



The learning contract that it would help outline the structure of the whole portfolio ‘
How the topic shall be built.
How the objective feeds into the topics and how it shall be built around the topic?
Decisions
3.
To build the topic and objectives and phrase them differently for the next meeting
Meeting Minutes
No.2 Location: Classroom
Participants
1
Aminath Shahaa Mohamed
2
Fathimath Nuzuhath
71
1.
Purpose of the Meeting
Topic and objectives
2.
Discussion

The topic was commented on and objectives were commented on as well on the document
given.
Decisions
3.
Rephrase the topic and objective based on the comments
Meeting Minutes
No. 3 Location: Online Google meet
Participants
1
Aminath Shahaa Mohamed
2
Fathimath Nuzuhath
1.
Purpose of the Meeting
To discuss the Topic and objectives
2.
Discussion



3.
The topics were commented on and given advice on how it can be improved.
Best objective which is most relevant was chosen.
Explained more about the theories
Decisions
Finish up the learning contract.
72
Meeting Minutes
No.4 Location: Classroom
Participants
1
Aminath Shahaa Mohamed
2
Fathimath Nuzuhath
1.
Purpose of the Meeting
The questionnaire
2.
Discussion



The development of the questionnaire
The types of questions
The best way to ask questions to gather the maximum data.
Decisions
3.
Finalize the questionnaire and send out the questionnaire.
Meeting Minutes
No. 5 Location: Classroom
Participants
1.
1
Aminath Shahaa Mohamed
2
Fathimath Nuzuhath
Purpose of the Meeting
73
The Presentation
2.
Discussion




The presentation must contain all the important information
Focus on the presentation brief
Components to include other than the brief
Preparation for the presentations
Decisions
3.
Show the content of the presentation that would be included in the presentation.
Meeting Minutes
No.6 Location: Classroom
Participants
1
Aminath Shahaa Mohamed
2
Fathimath Nuzuhath
1.
Purpose of the Meeting
The Presentation Finalization
2.
Discussion




3.
The presentation content was discussed.
Improvements that need to be brought to different areas.
Spellings
Idea of how things can be explained.
Decisions
Prepare well for the presentation and present
74
Appendix 4
Questionnaire
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76
77
78
79
Appendix 5
80
Snip from twitter
Figure: Snip from twitter showing the post of the questionnaire
Appendix 6
Results
Figure: Different factors in agreement signing and flat handover process rated based on
expectation.
81
Figure: Most preferred communication channel of agreement signing and handover.
Figure: Different factors in agreement signing and flat handover process rated based on
satisfaction.
Figure: Number of tenants used the Hiya 7000 portal.
82
Figure: Different factors in Hiya 7000 portal rated based on satisfaction.
Figure: Factors of Hiya 7000 portal agreed or disagreed.
83
Figure: Different factors relevant to complaints and complaint submission rated.
84