Customers are external stakeholders of Oxfam, as they purchase products from the charity stores. Customers who purchase products from the charity store expect to receive good customer service from the volunteers/employees working there. Also, there should be a product for customers of every age and gender. For example, toys for children or clothing for adults. If Oxfam fails to provide good customer service, they are likely to receive bad reviews, this will prevent people from purchasing products for a good cause or donating money to the charity. This will be bad for Oxfam, as their aim is to provide needy people with their needs, and this is by customer donations or purchases. Customers help Oxfam to provide some sort of service to the public by purchasing products from the store. Customers at Oxfam would wanted to be treated fairly and equally or else they can go to another rival charity. Customers are the main source of finance for Oxfam, as without their purchases the organisation will fail to achieve their aims and objectives. Customers do not have much power, as they can only purchase not make decisions for the organisation. Decisions are made by the organisations trustee or manager. Customers have an interest in the business as they help the charity grow by buying products for charity. Customers at Oxfam are expected to be well mannered towards the volunteers, as they are taking out their personal time to help the charity and provide customer service. Oxfam tries to figure out what the customers like and what they do not like, this is because they are trying to gain more customers by improving on what customers dislike about the organisation. To improve their production, they are changing things to make the charity more successful. Customers usually share their views on the charity by speaking to the volunteers/staff working at charity stores. This shows us that customers do have an interest in the charity as they are giving their opinions for the charity to improve.
Donors are people who donate to charities and they are internal stakeholders. Donors donate products such as, clothes, toys, electrical items and money to charity organisations. Their aims are to provide charities with products they do not need, so that the charity can sell the products and make money. Donors would want acknowledgment and assurance, to make sure that their money or products have been sent/given to the right place. If donors are not satisfied with the way their donations are used, they may decide to stop donating. This would make Oxfam unsuccessful as other donors will also stop donating after coming across to know. Donors would want people from the community to speak good about them, so they can be given a good reputation. Donors are quite powerful within a charity such as Oxfam, as they are the main source of success for the organisation. This is because without their donations, the business would’ve failed as Oxfam relies on donations to earn money for charity. They have a lot of interest in the business, as they donate items knowing that it is for a good cause. Their unwanted gifts have the power to change lives, however they do not have the power to make decisions for the charity, for example deciding on whether to open a new charity store. Donors will be interested to know how their donation has helped the charity. The donor’s interest would be that they want to help people in crisis by giving donations to Oxfam. The donors are quite interested in the growth of Oxfam, they would want the charity to grow to a global level, so help is given to those who need it around the world.
A volunteer is an employee; however, they are not paid for their work. whereas an employee is a member of staff who is paid for their work. Employees and volunteers are both internal stakeholders, as they work for the charity. An employee would want to receive a fair pay, as they believe that they deserve the money for the work they are doing. Most commonly, people who work at charity stores are known as volunteers as they are not paid for the work. A volunteer/employee would want to portray a positive image of the organisation, as they work for the company. They would do this by providing good customer service to a customer just like any other company’s employee would. Volunteers are not paid, as instead of giving them money, the money can be used on developing third world countries. If there were less or no volunteers at Oxfam, then they would have less money to fund their cause.
Volunteers have the power to communicate with customers and help organise products on the shop floor, however they do not have a lot of power. They do not have the power to make big decisions, for example, selecting new volunteers, making deals with other companies/charities. Volunteers are expected to do all the tasks that have been set. Volunteers would expect to be treated in a polite manner, as they are working for a good cause without a salary. The staff provide a friendly customer service to the people who purchase products. Employees/volunteer are interested in having their opinions shared, this means that they want to be part of the organisation and have a say in how the organisation is run. They can have their opinions/points of views considered in meetings, each year there is a meeting which takes place, it involves considering the opinions of employees, managers and any other staff members.
The role of a Chief Executive Officer within a charity is to bring the issues faced by the world’s poorest people to a global stage. CEOs are internal stakeholders, as they deal with situations form inside the charity. They also want to influence the government and business leaders to act against the causes of poverty. CEO’s help Oxfam to achieve their purpose, which is to provide some sort of service to the public, this is done by organising charity events for donations and opening more charity stores around different cities in the UK. This makes the charity more popular, which means that Oxfam will raise more money because of the increase of customers. The CEO has the role of dealing with staff and press.
CEO’S have the most power in a charity organisation, as they bring the issues of the world to the charity and tries to resolve the issues with the government and other leaders. CEO’s have the power to control managers, volunteers and trustees. CEOS have the responsibility to make major corporate decisions for the organisation, and also deal with issues/crisis occurring around the world
The trustees of Oxfam are responsible for the charity’s assets and activities. Trustees have unlimited responsibility for governing a charity and directing seniors such as managers and volunteers. They are appointed because of their commitment to Oxfam and their experience and skills which allow them to undertake the responsibilities and trusteeship of a well-known charity. A trustee of Oxfam would want the board of directors to listen to their opinions and any decisions that are made by them. This is because they are experienced charity workers who will make thoughtful decisions about how the charity operates. Trustees would want the organisation to be successful in order to earn money for the people who need it. Trustees are bound to support decisions made by people such as the CEO’S, this is so that they can help provide service to people by giving them money which has been earned by Oxfam charity stores and donations across the UK. Trustees have quite a lot of power within charity organisations such as Oxfam, this is because they are part of the leader board. A trustee of Oxfam would want the organisation to be successful as they want to achieve the purpose of the organisation, which is to provide some sort of service to the public. The purpose of the business is being achieved when donated money is given to third class countries through the trustees of the organisations. Trustees are expected to make the right decisions for the charity and abide by the rules and regulations that the CEO has set to make the charity more successful.