Businesses and sectors in the UK have been negatively impacted by the COVID-19 pandemic, as a result, business growth and revenue have decreased significantly. Charitable incorporated organization H4All provides community care services to members of the community experiencing distress. H4All is made up of five prominent third-sector charities in Hillingdon. In this project report, the negative effects of the Covid-19 pandemic on the H4All organizations and in order to minimize it, the business recovery strategy have been discussed effectively. Additionally, it will also be highlighted that, some of the initiatives taken, protect these organizations against unlikely obstacles.
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The pandemic has diversely impacted disadvantaged groups, who very frequently face obstacles and difficult challenges. H4All CIO is a partner in the local Hillington Health and Care partnerships (HHCP). In the Covid 19 pandemic all the services they offered were halted. Also, the business recovery strategy used by H4All organization examined how they developed their business by implementing new strategies post the covid 19 pandemic. The issues during the Covid-19 pandemic wouldn’t allow regular treatment to the community so, the H4All charitable organisation mainly offered online treatment instead of the usual offline in-person treatment. According to Kelly and Sloane (2022), H4All has a panel of doctors, who not only give consultancy services during the Covid 19 pandemic.
1.3 Research Questions
Q1: What challenges has the company faced due to the pandemic?
Q2: What business recovery strategies has the company had for mitigating this issue?
1.4 Research Aim and Objectives
Aim
The main aim of this research is to identify the business recovery strategies for community service-based organisation. H4All whose business has been adversely impacted by the negative impact of the Covid-19 pandemic. The initiatives that have been taken to minimize the difficulties experienced by H4All charitable organizations in the Covid-19 pandemic situation will also be assessed in conducting this study. Further, the success of the steps taken mainly supports this organization in developing its business sustainability and business recovery strategy.
Objectives
To examine the severity of the Covid 19 impact on H4All charitable organizations and also point out the difficulties they have faced.
To investigate the new business re strategy, used by H4All charitable organisation for minimizing the impact of the covid 19 pandemic issue in their business recovery strategy.
To evaluate the features that go towards the efficiency of the company recovery initiatives strategy run by H4All charitable organisation in the UK.
1.5 Significance of the research
This research study is very significant because, this study mainly focuses on the difficulties of H4All business strategy, which has been encountered due to the Covid-19 pandemic situation (Zhang et al., 2020). Moreover, some of the potential information has been implemented for addressing their business issue and it has been analyzed by the business recovery strategy efforts, carried out by the H4All organization (H4All.org.uk, 2023). Apart from that, the results of this study, the final results mainly developed by the focused action, regulation which mainly increased sustainably, recovery of the UKs impacted business and its business strategy.
Chapter 2: Literature Review
2.1 Introduction of Literature Review
The review of the literature mainly provides a brief summary of the research on the Covid 19 pandemic and its impacts on the business of the H4All charitable organisation in the Ku. Moreover, in this study, the main issue is due to the covid 19 pandemic which negatively impacted the firm's encounter, the recovery strategy of the H4All homeopathic business, and also their health tech market segments. On the other hand, after examining the review of the all literature, sufficient information and valuable data have been given a high-quality research method to the researcher by which, researcher increased the quality of the research project.
2.2 Main Body
2.2.1 Examination of the Covid-19 pandemic issue impacted on H4All charitable Organisation business strategy
In the Covid-19 pandemic, all health and social care organisation have been adversely impacted. Moreover, the main aim of this company is to give both online and offline well-being and social care treatment to the community in a specialized professional manner. In addition, this organization also aids specialists in building substantial and lasting relationships with the community for the delivery of treatment (H4All.org.uk, 2023). The business recovery strategy of the organization mainly identifies the key business issues of the organization and also points out how it has occurred during the pandemic.
As per the Colemans et al., (2022) statements, the company H4All mainly follows corporate strategy to specify their mission and vision in the UK. In the covid 19 pandemic situation, H4All organisation has not been able to run efficiently due to the inadequate supply of their products to the customers. In this pandemic, the transportation system has also been hampered and as a result the number of patients had fallen.
2.2.2 Implementation of the business recovery strategy by H4All charitable organization for reducing their business issues that have been negatively impacted by the covid-19 pandemic
H4All is a charitable organization in the UK that mainly developed its business in the global market by the implementation of its new business strategy. On the other hand, according to Gori et al., (2023), H4All mainly implemented a stable business strategy by which this organization primarily developed their current market position in the global market. Also, it has been contradicted that, the stability strategy focuses on the existing product and services for minimizing creating and testing new products and services. On the other hand, the implementation of the stability strategy illustrates the organizational business running process while also maintaining the market environments of the organization.
On the other hand, as per the Zhang et al., (2020) statements, the application of the expansion strategy largely developed new rules and policies in the process of transforming the products from the UK to foreign nations. Hence, by the corporate strategy, H4All needs to be considered in minimizing the negative impacts of the Covid 19 pandemic in their health and social care organization.
2.2.3 Features of the organisation recovery strategies have been used by H4All in a very successful and effective way
H4All charitable organisation uses the compressive business strategy for developing its business global market as well as also its business growth and opportunity in the UK. Ceulemans et al., (2022) state that, H4All has expanded in the UK as a result the details of functional level strategies have been developed and numerous avenues for developing new features on the organisations recovery strategy have been made.
Furthermore, the e author Bendezu-Quispe et al., (2022) cited that, the Covid-19 pandemic had significantly impacted all global markets. Due to the excessive number of products supplied to similar businesses this gradually increased results and developed the business strategy. On the other hand, for implementing the comprehensive business strategy H4All organisation also gave opportunities to the customer to develop their new features and processes. Its value also increased.
2.2.4 The successful outcomes from the business issue of H4All charitable organization during covid 19 pandemic
H4All has been successfully developed through the implementation of the new recovery business strategy, by which the start to business operating very smoothly after the COVID-19 pandemic (H4All.org.uk, 2023). Abdullah-Al-Masum and Khan (2021) stated that, for implementation of the comprehensive business strategy, the H4All charitable organization has knowingly strengthened the social care of patients and the various groups in the society in the UK. Establishing of the ultrahigh diluted biomedical which has given huge advantages to the company for negating the problems arising from the Covid-19 pandemic.
Opposingly, another Nayak et al., (2022) declare that the ultra-high diluted biomedicine supplies developed toxicity at high levels. It has also minimized the uses of the drug in the medicine which affected the patient’s health in the Covid-19 pandemic.
2.3 Theoretical framework
The framework for enhancing organizational resilience in sectors such as H4ALL underscores a number of critical tactics. According to the study, having adaptable leadership, agile organizational methods, and flexible supplier networks are essential elements. Resilient businesses implement risk management strategies extensively because they cultivate a culture that values adaptability and creativity. Effective adaptation can be facilitated by integrating technology, diversifying revenue streams, and developing strategic relationships, as demonstrated by case studies. Studies emphasize the significance of stakeholder participation, communication, and worker well-being in crisis management. A significant body of research emphasizes the necessity of proactive planning, scenario analysis, and ongoing learning to protect companies against shocks and steer their recovery in the direction of long-term growth.
Innovative recovery approaches are one of the productive models that can be utilized for the review the literature for this research. Comparable industries to H4ALL have welcomed creative solutions amid trying circumstances. As per the statement of Korherr et al. (2022), the process of leveraging technology to facilitate distant operations, customer communication, and data-driven decision-making is known as digital transformation. Agile business models, which feature shifting production sets and subscription-based services, highlight adaptability. Sustainability initiatives leverage eco-friendly practices and the circular economy to save costs and increase market competitiveness. Businesses choose hybrid work arrangements that combine remote and on-site operations to guarantee continuity and flexibility. By pooling resources and skills, collaborative networks and platform-based initiatives promote resilience. These strategies place a strong focus on adaptability, durability, and long-term sustainability, which is consistent with the difficulties that H4ALL's industry faces in light of shifting market conditions.
Conclusively it has been said that the comprehensive recovery strategy administers the issue of the Covid-19 pandemic on the organisation. Review of the literature sources have been done thoroughly and adequately. Information has been achieved by which appropriate results have been gained. Moreover, ultra-high diluted biomedicine supply increased the capability power of employees to deal with the issues of low supply.
Chapter 3: Methodology
3.1 Research Approach
Research approach refers to the particular procedure and plan for a research study and it helps to span the steps from the assumption of the board in terms of detailing methods of analysis, data collection and also the interpretation. There are three types of research approaches and they are deductive, inductive and abductive. In the research paper, which has covered the topic of the crisis that the business owner faced after Covid-19, the deductive research approach is used and the reason behind it is that deductive approach is best for building the critical thinking of a person and it was needed for this research.
3.2 Research Strategy
Research strategy is important for research so that the researcher can choose the right method of data collection and the researcher can be able to analysis the procedure of the research. There are three kinds of research strategy and they are qualitative, quantitative and action-oriented research. The strategy that had been used in this research is that the qualitative research strategy and the reason behind it is that qualitative research strategy helps the researcher to conduct an exploration in depth and also with some topic that is going to be researched (Rashid et al., 2019). It is best for the research where data will be collected in the secondary method.
3.3 Research Methodology
Legitimacy in the research is provided by the research methodology and it also provide the sound findings that are scientifical. The research method that had been used in this research paper is that the qualitative research method. In this research paper the reality of the situation that need to face by the business owners had been discussed and for that it is necessary to getting the realities of the phenomenon of the society and it is possible only with the qualitative research method.
Research tools or techniques
The major data gathering research tools are rating, interview, Questionnaires, scale of attitude and many more. Research tool or techniques refers to the method that helps in data collection, presentation, interpretation and organisation of the data. In this research the secondary method of data collection has been used and the thematic analysis had been used. Thematic analysis refers to a method that helps to organize the data that are qualitative and it also helps to find the meaning of the data and also find the themes (Braun and Clarke, 2022). In this research data from outside had been taken and for organizing the data the thematic analysis is the best option.
3.5 Sampling
3.5.1 Identifying the research site and population
In terms of identifying the research population at first the research paper had paid its attention to the audience who should be targeted to fulfill the aim of the research. A number of 50 Journals and articles have been collected from which the gathering of data for this research have been done. This number mainly refers to the population of this research. The parameters of the population were decided before. The error that can be occur while conducting the research were measured before the research.
3.5.2 Sampling Strategy
Sampling strategy refers to the strategy in which samples are collected and the size of the sample refers to the number of elements that are included in the sample. There are five types of sampling and they are Convenience, Stratified, systematic, random and cluster sampling. In this report the simple random sampling had been used and the reason behind it is that it helps the researcher to select a subset of the population in a random way and the benefit of this is that the chance of each of the member getting selected is the same.
3.6 Validity and reliability
Reliability refers to the measurement in terms of consistency and check if the results have the ability to reproduce under the situation which is the same. Validity refers to the measurement of accuracy (Poitras et al.,2019). The resources that had been used while conducting te research is that JSTOR and google scholar.
Chapter 4 Findings
Theme 1: Apology to customers found to be one of the heartfelt strategies to recover the business process for H4All
The first step that can be used for the recovery of the system by the company H4All is that a heartfelt and sincere apology to the customers and the point that should be remembered is that the customers need to feel the situation of the company which refers that the apology should not be mechanical and it should reflect the humanity (Bae et al., 2021). The company need to show that they regret the fact that the customers had to go to the bad situation and they also appreciate the loyalty of the customers to the company and their patience also. A company need to understand the thoughts of the customers and they have to work accordingly such as they need to predict what may be the customers wanted to hear from them as they have to face the problems and the company need to say the exact same thing. In this way they can earn the satisfaction of the customers. The complain that are made by the customers need to listen carefully and give them solution according to the situation they were going through.
Theme 2: Taking ownership of the problem are considered to be the effective business strategy to overcome the crisis of the business by the company H4All
The employees of the company should be empowered and they should learn how the ownership of the problem should be taken and also the employees should have to take the necessary steps according to the situation (Liguori and Pittz, 2020). The steps they would take to solve the problem should be the right step and only this way the customer satisfaction can be earned. The customer has the mentality that they should not want their problems to be ignored and at the same time they do not want the employees to put the blame on others. The employees of the company should be allowed to take control over a situation and work on the problems according to their instinct (H4All.org.uk, 2023). The employees should have the power so that they can give their effort to solve a problem of the customer rather than passing it to the senior authority all the time. The support team of the company should be structured so that they get the ability to solve a problem with efficiency and also in time and to do that they should not get permission from the senior at each and every time.
Theme 3: Geeting to the root of the problem is going to be considered as a one of the basic business strategies that have the ability to overcome the problems that were facing by the people
During the time when a company or a business is working on the recovery of the business they need to investigate as much as they can by their own capability and they should not only depend on the complain of the customer and take any decision regarding that. The troubleshot of the company can only be found by the owner of the company and the employees who are working with the company. Although it can be mentioned that the customers who are already getting frustrated with the brand do not want to answer a lot of questions and too much questions refers to the same answer that will be repetitive (Ozuem et al., 2021). Instead of that, what a company can do is to read the old comments of the customers and understand what they used to be liked about the company and work accordingly and they can get a solution. The time when the company will feel that they are ready to solve the problem and understand the current context completely only after that they can go to the customer and ask them additional questions to understand the context in a better way.
Theme 4: The brand H4All has considered offering something more to the customer as an effective business strategy in terms of minimizing the problem
In the situation where the customer gets disappointed with the service of the brand for a long time, it is not enough to offer them the apology and a promise to the solution of their problem. It can also be mentioned that offering the customer what they get in the first place is also not enough. There for all these reasons the company may need to offer them something more such as the free shipping or the free subscription for a couple of months. This can make up the problems which are injustice according to the customers. Marketing is a term that is related to entertaining and that can be used to attract the customers again (Ali and Anwar, 2021). Some creative ways can be used with the brand or the products so that it can bring happiness to the face of the customer and customer satisfaction can be earned.
Chapter 5: Discussion
Discussion on findings
Apology to customers found to be one of the heartfelt strategies to recover the business process for H4All
Apology is one of the best business strategies that can be used for the business that need to recover. The customer gets annoyed if they need to face problems for the product of the brand that they are using. It is not possible that the service can be processed without any failure. One of the best way to tackle a mistake is to ask for apology to the customer and if the customer forgive the brand, they will be loyal to the brand for sure (Bakar et al., 2019). The owner or the service provider should understand that the valuable asset of their brand is the customers.
Taking ownership of the problem are considered to be the effective business strategy to overcome the crisis of the business by the company H4All
The brand H4All should take the ownership of the problems that are made by them to the customers (Linkedin.com, 2023). Taking ownership of a problem is one of the best ways to solve the problem as the customer get irritated if their complain circulate between one person to another and no solutions be provided. It can also be mentioned that taking ownership of a problem does not refer that the entire fault was of an individual rather than it shows that the individual is sure that the problems can be solved.
Getting to the root of the problem is going to be considered as a one of the basic business strategies that have the ability to overcome the problems that were facing by the people
For the company F4all it is important to try to find their root of the problems and investigate as much as they can. Asking a lot of questions to the customers will be unable to bring significant changes and the answer will be repetitive. The recover of the trust of the customers starts with the repair activities in the initial stages (Bozic and Kuppelwieser, 2019). In this way investigating the root of the problem will be advantage of a problem.
The brand H4All has considered offering something more to the customer as a effective business strategy in terms of minimizing the problem
The customer should be Offred more than the usual in terms of gathering and attracting the customers again. The steps that they can be taken to recover the business is that the free shipping or free subscription for a couple of months. The social media marketing strategy can also be implemented to attract the customers (Sánchez-Teba et al., 2020). Social media also helps to promote a brand in a low budget.
Discussion on literature review
The business of the organisation F4all has obviously get impacted negatively and now their strategy is to serve the customer both in offline and online method so that they can take the service as they want. The organisation helps the doctors to stay connected with the patients and the motive behind it is that all the patients get their medicine on time and stable relationship be maintained between them. It can be said that the organisation has become successful to recover their business strategies and they run a smooth business now and the business is profitable.
Chapter 5: Conclusion and Recommendation
5.1 Conclusion
In the conclusion it can be concluded that the company H4All need to follow some relevant strategies to recover their business and they also need to give some control to their employees so that they can be able to listen the problems of the customers and then take step according to the situation. One of the best strategies that the need to follow first is that the company should ask for apology and take the ownership of the problem. In this way they can be able to achieve the customer satisfaction again and can recover the business again.
5.2 Recommendations
The recommendation that can be given to the company to perform better in terms of recovery is following up with the customers. The time when the employee finished their conversation with the customers, they should not forget to follow up with them and in this way, they can get to know whether they became able to satisfy the customers or not (Jocevski et al., 2019). The brand needs to be in touch with the customers thorough the email or through the phone calls also. Therefore, they will get to know if the customer faces any problems in the future.
5.3 Implication for the further research
The knowledge of the business recovery strategies can help a company in different way and first of them is that the company can get ready for any challenges that they are going to face in the future. The company can be sure that if any problems occur in the future, they can face the problems with the relevant recovery business strategy the company has already made. In this way the company can grow without any interruption and can gain the profit ultimately. Another benefit that the company can get from the already make business strategy is that they can grow their business positively with the help of the strategies. These aspects will help the researchers further to conduct the research for the future prospects effectively.
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Websites
Linkedin.com, 2023. About us, Available at https://www.linkedin.com/learning/customer-service-foundations-2020/take-ownership-of-problems-2 [Accessed on 12th June]
H4All.org.uk, 2023. About us, Available at: https://www.H4All.org.uk/ [Accessed on 13th June]
