BUSINESS MANAGEMENT HL

INTERNAL ASSESSMENT

RESEARCH QUESTION:
Should La Danesa recruit more employees or train the current employees
to make the service better?

STUDENTS
Jairo Jimenez
Natalie Ortiz

Word count: 1842

 Content page:

Introduction 3

Methodology 3
Primary research 3
Secondary data 4
Tools to analyze data 4
Limitations 4
Changes 4

Main Results 5
Raw Data: surveys 5

Analysis 7
Chart 1: Force Field Analysis 8

Recommendation 9

References 9
Introduction
Hacienda La Danesa is located in Naranjito, and started to operate about 3 years ago.
At first this place was just part of the inheritance of the Olsen family. This place is about 540
hectares divided for agriculture, animal husbandry, and activities or the lodge that La Danesa
offers. La Danesa works a lot through social medias and its own web page. Because their
services are project in the majority to foreign people.
Nowadays they offer new activities to do during the lodging in La Danesa, for
example excursion to natural landscapes around the zone: Piedra Blanca Waterfall. Also they
offer a new experience to transport to La Danesa, they have the luck that Ecuador’s train is in
front of the ranch, and also they offer the transportation through helicopter from Guayaquil to
the ranch. La Danesa has the policy to help the surrounding communities, hiring people that
can help in the development and growing of the company. However the people of the
community can not affront all the needs of the company, for example the language, most of
the visitants are english speakers so the company sometimes has the scarce of someone that
can serve the customers. SO THIS LEADS TO :
Should La Danesa recruit more employees or train the current employees to make the
service better?

Methodology

Primary research
For this research we took the opinion and information from the manager or the person
in charge, customers, and employees. The first method to obtain a wider information about
the company was an interview with the person in charge. The interview contained questions
about how the company started to operate, also about how is the process of recruitment and
how many employees the company has, a little bit about the visit of customers, and how they
work in order to supply the needs of the company. During the interview some new questions
in order to complete the previous, appeared.
To the customers was designed a survey. In the survey was questions about the
quality of the product and the service. The purpose of these surveys is to obtain
recommendations to develop the company. The purpose of the surveys was obtain a better
method to collect data in huge amount of people. One of the difficulties that occur in the
process was ensure that the survey just contains close questions. In other hand this help to
know how to collect primary data. This was not the only reason to choose a survey, also
because was easier to administrate, and work.
Secondary data
To write the introduction was necessary the use of secondary sources. The
introduction was about a short description of the activities that La Danesa has. This
description, was found in the web page of la Danesa, also the logo was found there. The use
of the book Business and Management also work in remind the concept of terms that were
used in this Internal. The book also helped to find a correct research question and to choose
the correct tools to analyze.

Tools to analyze data

To answer the research question: ‘’Should La Danesa recruit more employees or train
the current employees to make the service better?’’, the best option found was to make 1
‘’Force Field Analysis’’ (1.7 Business and Management). Placing an option in each analysis,
following the steps until obtained the best option, between recruitment or training. The reason
why Force Field Analysis is the best option to take a decision is because is simple to
understand and also give clear answers. However it has disadvantages, this type of analysis
required that the person rated every aspect to analyze, that could reflect an impartial answer.
(Lominé, Muchena & Pierce, 2014)

Limitations
During the process of making the Force Field Analysis, appeared some limitations.
One was the lack of information about the topic of this internal. The reason of the lack
information was because there was not a physic case study to work, so all the information
was taken from the visit to La Danesa. During the visit some fact that probably could help to
this internal, never were talked with the right person, employer, manager, etc…

Changes
At first the idea was to make a Fishbone Diagram, but then another better idea
appeared. The Fishbone Diagram was not a good idea, because it is about write the causes
and effects of an issue (1.7 Business and Management). Looking the research question, it was
not about an issues, it was about a decision. So that was the reason that instead a Fishbone the
topic was apply in a Force Field Analysis.
Main Results

Raw Data: surveys

Figure 1

Figure 2
Figure 3

Figure 4
Analysis
During the visit at La Danesa, the first thing that you can observe moreover of the
infrastructure is the employees and the service that they provide. So that was the target for the
internal, making a fast analysis during the visit, you can realise the needs of the company. An
important fact of any company is the communication with customers. The main customers
that La Danesa receives are foreign people, which communicate through English language. In
the surveys the results about the service were excellent and good, so the service from
employees was not a big problem.
Although there was not problem for the customers, that were spanish speakers, for the
english speaker sure was a problem. In all the ranch there was just one employer that speaks
fluent English, and this employer works not only to communicate with foreign customers.
Also she was in charge in the guide of the ranch, so she was not always there for the
customers that really need someone that speaks English. Obviously the company knows that.
That was the reason that all the menus, signs, etc… were in both languages: spanish and
english. That’s the reason of the internal, how La Danesa can solve this, through the decision
of train the current employees or recruit new ones.
Recruitment can be an easier way to solve the problem, but only in the process. If you
analyze the both options, you will realise which is better. The process of recruitment is when
company request new application to cover a workstation there (2.1 Business and
Management). Yes, it could be easier request application from people that know fluent
english, than train the people that do not know any of english. But recruitmen is the best
option if the company wants a fast solution. Recruit new people also guarantees a better
solution, because if La Danesa recruits someone, this person should have a certificate about
his knowledge on language, or in tourism. The process of recruitment also bring negative
impacts: a high labour turnover, disorganization in the company structure, and also requires a
bigger investment, because the number of salaries will increase.
If La Danesa picks the option of training their employees can be motivated and feels
comfortable in their work environment. This option generates loyalty to the company and that
increase the productivity of how the employees works. In other hand the training reduce
labour turnover. In this way of training people, the administration of La Danesa don’t suffer
any changes. The reason that La Danesa has good workers is that each of them have the
necessary experience to work well and develop in their activities.
In a supposition that the company do the big investment to train all the workers also
have limitation. For example the age of the employees are not the correct moment to receive
knowledge. Training can take a lot of forms, for example ‘’off-the-job’’. Using this way the
workers can go to educational institutions to improve their english. Not only the trainings can
be focus on a particular aspect of business. Also the coexistence of the employees can help to
meet better each other, knowing the strengths and weaknesses of others, can help to develop
the service. However, the training not in all the times help the company, in other cases can be
that labour turnover also increases because the employees obtain free education and
knowledge, that when they realized that they are more prepared than before, they will leave
La Danesa, and go to another company for a better position and offer.
The employees need to be open to develop, in the interviews they say that the
environment work is well but can be better. This answer can refer to have more activities for
the employees inside the company, for instance orientation programmes. In the ethical way
La Danesa take a wrong decision if they recruit new people. Because they work mainly with
people of the surrounding communities, so the people of the community will be fired of the
work and will be injustice because they are people that need help, mainly economically.

Chart 1: Force Field Analysis

Conclusion
After the analysis of both faces: training and recruitment, and also after doing the
Force Field Analysis. The best decision, answering the research question: Should La Danesa
recruit more employees or train the current employees to make the service better?, is that La
Danesa should train the current employees. The Force Field Analysis gave a result of
Training 15 points and recruitment 14 points, it is not big difference. But in the analysis is
better explained with details why the best option is training.
Obviously for a decision you have to analyse many aspects. The main aspect is about
money, and how much could be the cost of the decision. Any company wants to take a
decision that cost to them a lot. The main purpose of a company is to make profit. And
training is the option that cost less, because it will be just a training about English, and just
the people with the better capacity, and desire should go to training and learn English.
Also in the training should not be all the workers, because La Danesa does not receive
too many customers everyday. That was the reason of why they just have one person that
knows english, but this girl can not be everywhere. So La Danesa should train 2 or 3 more
employees about the English language. And for sure the problem will be solve.

Recommendation
The answer of the research question is that training people is better to the future of the
company, to reinforce our theory this research consider all the aspects: economic, ethical,
environment, social, etc. Have only one tour guide that knows english is bad, but in other
hand is not extreme necessary that all employees know english because la Danesa does not
receive a huge amount of people. But obviously if they take the decision of training the
current employees is the best option of the company to develop. The recommendation is that
they should train 2 or 3 employees with a fluent knowledge of English. But is necessary that
all employees, mainly the ones that are near to the customers, know at least a basic
vocabulary of English. With the purpose of make better the lodging of foreign people.

References
Hacienda La Danesa. Retrieved from ​https://www.haciendaladanesa.com/es/

Lominé, L., Muchena, M., & Pierce, R. (2014). Business Management (pp. 80-86). United
Kingdom: Oxford University.

Lominé, L., Muchena, M., & Pierce, R. (2014). Business Management (pp. 98-101). United
Kingdom: Oxford.