...MATH201 - Assignment 1 1. Conde Nast Traveler magazine conducts an annual survey of subscribers in order to determine the best places to stay throughout the world. Table 1.6 shows a sample of nine European hotels (Cond Nast Traveler, January 2000). The price of a standard double room during the hotels high season ranges from $ (lowest price) to $$$$ (highest price). The overall score includes subscribers evaluations of each hotels rooms, service, restaurants, location/atmosphere, and public areas; a higher overall score corresponds to a higher level of satisfaction. (a) How many elements are in this data set? (b) How many variables are in this data set? (c) Which variables are qualitative and which variables are quantitative? (d) What type of measurement scale is used for each of the variables? 2. Refer to Table 1.6. (a) What is the average number of rooms for the nine hotels? (b) Compute the average overall score. (c) What is the percentage of hotels located in England? (d) What is the percentage of hotels with a room rate of $$? 3. All-in-one sound systems, called minisystems, typically include an AM/FM tuner, a dual- cassette tape deck, and a CD changer in a book-sized box with two separate speakers. The data in Table 1.7 show the retail price, sound quality, CD capacity, FM tuning sensitivity and selectivity, and the number of tape decks for a sample of 10 minisystems (Consumer Reports Buying Guide 2002). (a) How many elements does this data set contain? (b) What is the population...
Words: 971 - Pages: 4
...10 = 5829/10 = $ 582.9 b. Average cost of tablets with windows operating system, = (599+860+668+899+590)/5 = 3616/5 =$723.20 Average cost of tablets with Android operating system, = (299+530+525+360) /4 = $428.50 So, the cost of a tablet with windows is about 1.7 times more expensive than an Android. c. Percentage of tablets using CPU manufactured by TI OMAP = (2/10)*100 = 20% d. Percentage of tablets using Android operating system = (4/10)*100 = 40% 7. a. The data collected by Kroger in this example are Categorical. b. Nominal measurement scale has been used. 8. a. The sample size for this poll is 762. b. The data are categorical. c. It make more sense to use percentage in this kind of survey. d. Number of individual saying Yes = 67% of 762 = 511 13. a. The variable of interest is federal spending. b. The data are quantitative. c. The data are time series. d. The federal spending increases between 2004-2009 and after this period between 2009 and 2012, the result are almost stable or decreasing and increasing a little bit but nothing really relevant. 14. a. b. The graph above shows that the Hertz with large number of services and Dollar with least in 2007. But in 2009 Avis slightly exceeds the number of services than that of...
Words: 545 - Pages: 3
...MasterCard Inc. Stock Evaluation Carlos Davila Devry University Abstract MasterCard Inc. has enjoyed a healthy introduction and life in the New York Stock Exchange since its initial public offering in 2006. This survey examines the likelihood of future success, as well as the healthy measurements in equity returns, CAPM measurements and stock prices. MasterCard stockholders have continually been encouraged to purchase stocks with great incentives like stock splits, and increasing dividends. By comparison to competition from Visa, American Express and Discover, MasterCard has remained a top contender with annual revenues in the tens of billions of dollars, and is projected to exceed all credit processing firms in 2014. MasterCard Inc. Stock Evaluation MasterCard Worldwide (NYSE symbol MA) is an American and multinational financial service provider in New York. The Global Operations Headquarters is located in O'Fallon, Missouri. Across the globe, its principal business is to process payments between the banks of merchants and the card issuing banks or credit unions of the purchasers (buyers) who use the "MasterCard" brand debit and credit cards to make purchases. MasterCard Worldwide has been a publicly traded company since 2006 on the New York Stock Exchange. Prior to its initial public offering, MasterCard Worldwide was a cooperative unit owned over 25,000 financial institutions that issued its branded cards to their members. MasterCard was originally known as Interbank/Master...
Words: 1677 - Pages: 7
...Introduction: American Express 3 II. Overview of Organization: Background 3 III. Organizational Design 4 IV. Scope of Operation 5 Vision 5 Values 5 Operating principles 6 Board of directors 7 V. Current Operation State 8 VI. Desired State of American Express 10 VII. Developments 12 Risk and informational management 12 Strategic planning group 13 Human resources 13 Technology 13 VIII. Program Design and Development 14 Objectives of the program 14 Incorporate site visits by management 14 Training and seminars 14 American Express will Focus on the Development of Employees 16 Incorporate Site Visits by Management 16 Training and Seminars 17 Steps to continue the essence of customer service 18 Assessment 19 Employee feedback 19 Data analysis 20 Creating training manual 20 The use of technology 21 IX. Recommendations 22 Performance appraisals 23 Motivating Employees 24 Training employees 25 Continuous improvement 27 X. Conclusion 28 XI. References 29 I. Introduction American Express hired our consulting team to create effective training and development program to sustain the company’s success and growth. One of the departments American Express would like to concentrate on is the Customer Service Call Center. Currently American Express does not have formalized organization-wide training and development process. This paper will summarize American Express’ organizational...
Words: 6750 - Pages: 27
...Measuring Customer Satisfaction at American Express American Express is a world wide travel related service company. American Express works with both consumers and business with their financial planning as well as offers numerous amounts of credit card products and travel assistance. They have many products and services that are used throughout the world by consumers and businesses. As American Express moves towards the future, like most credit card companies, they want to be competitive and responsive to the needs of the consumer. American Express sends out customer service surveys to the card members that call in to the telephone service center. The surveys are sent out randomly with a coding on the bottom of the survey so that the results and comments are given back to the correct employee. The employees are aware that any card member that they speak to could receive a survey. With this said, each employee goes through extensive training on the telephone behaviors that must be demonstrated while speaking to card members. The employees also go through extensive training on the policies and procedures that each card product and service has. This training is to ensure that each card member is handled with the most utmost professional behavior and their issues are handled correctly. Once the surveys are returned to the company, they are returned to the Customer Satisfaction Action Team. This team reviews the surveys, separates them by employee and then by the...
Words: 1215 - Pages: 5
...American Express Marketing Shay Torok BSA/310 Rassoul Alizadeh 10/28/2013 American Express Marketing Shay Torok BSA/310 Rassoul Alizadeh 10/28/2013 Early Years American Express was founded in 1850 by Henry Wells and William Fargo, the founders of Wells Fargo Co. The company was first used as an express mail business in upstate New York. Quickly, American Express, also known as AmEx, began monopolizing the shipping industry and eventually moved its location to the Financial District of Manhattan. In 1882, AmEx began offering financial services such as money orders. October of 1958, AmEx started distributing charge cards, today known as credit cards. From that day forward, AmEx became a financial guru and head of the industry. Today, AmEx is the world’s largest card issuer by volume and one of the most well-known name within the financial services community. Types of Research To get where they are today, American Express would need to have excelled in marketing strategies. The main component of these marketing strategies are research. There are two main types of market research; qualitative and quantitative. Let’s take a look at qualitative research first. Qualitative research consists of gathering detailed information by interviewing individuals or utilizing focus groups and the questions asked are usually open-ended. “Open-ended interviews are composed of questions that cannot be answered with a simple yes or no. This type of interview gives you a lot of...
Words: 1375 - Pages: 6
...Comparison chart | Mastercard | Visa | Website: | MasterCard.com | Visa.com | Products: | Payment systems | Payment systems | Type: | Public | Public | Industry: | Financial services | Financial services | Key people: | Richard N. Haythornthwaite, (Chairman), Ajay Banga, (President & CEO) | Joseph Saunders (Chairman and CEO) John Partridge (President) Byron Pollitt (CFO) | Introduction: | MasterCard Worldwide (NYSE:MA) is an American multinational corporation with its headquarters in the MasterCard International Global Headquarters in Harrison, New York, United States. | Visa Inc. (NYSE: V) is an American global payments technology company headquartered in Foster City, California. Visa connects consumers, businesses, financial institutions and governments in more than 200 countries and territories. | Revenue: | US$6.714 Billion (FY 2011) | US$9.188 Billion (FY 2011) | Net income: | US$1.906 Billion (FY 2011) | US$3.528 Billion (FY 2011) | Headquarters: | New York | San Francisco | Employees: | 6,700 | 7,500 | Operating income: | US$2.713 Billion (FY 2011) | US$5.456 Billion (FY 2011) | Founded: | 1966 | 1970 | Total assets: | US$10.693 Billion (FY 2011) | US$34.760 Billion (FY 2011) | Total equity: | US$5.877 Billion (FY 2011) | US$26.437 Billion (FY 2011) | Summary VISA (Visa International Service Association) and MasterCard are bothpayment processing institutions that are owned by thousands of participating financial institutions that...
Words: 378 - Pages: 2
...to assist the nonprofit organization in raising fund or to benefit the society by supporting a cause. P.R. Varadarajan and A. Menon (1988) have seen Cause Related Marketing in the early stages but absolutely in a projective way. They defined Cause Related Marketing as the process of formulating and implementing marketing activities that are characterized by an offer from the firm to contribute a specified amount to a designated cause when customers engage in revenue-providing exchanges that satisfy organizational and individual objectives. Kevin Keller and Philip Kotler (2006), in agreement with Varadarajan and Menon Cause related Marketing is that marketing activity that links the firm’s contributions to a designated cause to customers’ engaging directly or indirectly in revenue producing transactions with the firm. On the other hand, "Cause marketing is the action through which a company, a nonprofit organization, or a similar entity markets an image, a product, a service, or a message for mutual benefit of the entity and the cause," writes Marconi in the first chapter of the book Cause Marketing. Barone, Miyazaki and Taylor (2000) noted that there are actually two approaches to cause related marketing. The direct approach, described above by Varadarajan and Menon, links the size of donation to sales of particular products. An example of this is Bashundara Tissue, recently the commenced a new baby diaper and baby tissue, at eve of the launch, they enunciate to donate tk. 1...
Words: 908 - Pages: 4
...VIDEO CASE 7 MASTERCARD: GOING UPSCALE Check, cash, or credit card? How many times have you heard that question and replied “credit card” without even thinking about it? When you do think about it, however, credit cards are a relatively new phenomenon. Yet when it comes time to pay, it seems we’re more likely to use the credit card (and to have several of them) than checks or cash. Indeed, some writers have even suggested that, in the not so distant future, we will all operate with “plastic money” all the time. MasterCard had its beginnings in 1966, when a group of banks joined together to form the Interbank Card Association (ICA). The ICA was founded by an association of banks rather than by a single dominant bank. Member committees ran the association by establishing rules for authorization, clearing, and settlement as well as marketing, security, and legal matters. In 1968, ICA went “global” by forming an association with Banco Nacional in Mexico and later with Eurocard in Europe. Since then, MasterCard has expanded around the world—even into the communist world of the 1980s when it entered the People’s Republic of China in 1987 and Russia in 1988. By 1993, China was the second largest country in terms of MasterCard sales volume. Today, MasterCard is affiliated with more than 23,000 financial institutions around the world and has nearly 370 million credit and debit cards in use . These cards are accepted at more than 13 million locations worldwide. Gross...
Words: 1912 - Pages: 8
...The credit card world is changing along with the 21st Century and leading the way is American Express (AmEx) by offering a first-of-its-kind innovation by partnering with four external environment television networks. The four ways AmEx is externally reaching diversity is through a T-Commerce Program with FOX Broadcasting Company, NBCUniversial & Zeebox, BrightLine, and Shop Small Provincetown (Forbes). AmEx is strengthening their clients’ shopping experience at their fingertips, with access to purchasing items on phones and computers, which also includes thirty-second commercials launched across all gaming consoles, tablets, telecom companies’ satellites and cable to reach their diverse consumer ("America Express News: Press Release.", 2012).. Targeting ranges from mothers and teens to Hispanics, members of the LBGT (lesbian, gay, bisexual, and transgender) community and many other diverse groups of people (Forebs). AmEx is reaching the people who drive their company forward by finding out who has more pull in the purchase decisions made in a particular household. They also analyze how certain age groups purchase their merchandise, how to advertise to those who need support in purchasing a product, and more importantly partnering and sponsorships with Human Rights Campaign (Forbes). Through the partnership with the four companies, AmEx helps to reach their consumers more easily, and make purchasing more accessible. Partnering with a broadcasting company opens many...
Words: 1959 - Pages: 8
...Waste at Wells Fargo Waste at Wells Fargo Introduction: Headquartered in San Francisco, Wells Fargo, a diversified financial services company, is one of the few American companies that are still operating under its founding name as well as in its original business for longer than 150 years. It has always strived to help its customer achieve financial success by provides banking, insurance, and mortgage finance, just to name a few. In addition, it has always contributed to communities across the North America and internationally. We intend to demonstrate how Wells Fargo is promoting waste with its current policies and have mapped out a plan to get them back on track and more profitable. History: The company's history goes back to 1852, when Henry Wells and William Fargo created Wells, Fargo & Company in New York City during the West’s gold rush. They provided banking and express services to Golf Rush pioneers. Banking services included buying gold, and selling paper bank drafts. Express services, on the other hand, consisted of the rapid delivery of gold, mail and valuables from1852 to 1918. Wells Fargo used back then stagecoaches, steamships, the Pony Express, and railroads to deliver customers’ business. In 1860s, the firm earned a reputation for trustworthiness by dealing rapidly and responsibly with customers’ money. It earned everlasting fame with the overland stagecoach line by meeting the demand for rapid delivery, from the coast to the mountains; Stagecoaches...
Words: 4562 - Pages: 19
...Starwood Hotels and Resorts Worldwide, Inc. An American hotel and leisure company headquartered in Stamford, Connecticut It owns, operates, franchises and manages hotels, resorts, spas, residences, and vacation ownership properties under its nine owned brands. * Westin * Sharton * Four Points by Sharoton * The Luxury Collection * W Hotel * St. Regis * Le Meridian * Aloaf, a vision by W Hotel * Elements by Westin Started out as starwoods lodging, formed by real estates of starwoods capitial to take advantage of the tax break. Starwoods lodging owned a numbers of hotels around north America In 1994 the Westin hotel company was bought over, from japan Aiko company In 1998 Starwoods buy over the Sharton, Four points by Sharton and The Luxury collection from ITT 1995 Starwoods launched the W Hotel 2005 Sept Starwoods launched The Loaf, based on W Hotel, cater to business travelers In 2005, Starwood purchased the Le Méridien brand Starwood began selling a number of its company-owned hotels, instead focusing on becoming a management company and franchiserfor its current and future hotel brands Starwood also has customer contact centers (CCC) all over the world. A new CCC was just opened in Wichita, KS. This makes it 10 CCC worldwide.( Austin, Texas; Fall River, Massachusetts; Lancaster, California; St. Thomas, Ontario, Canada; Cork, Ireland; Singapore; Tokyo, Japan; Guangzhou, China; and Gurgaon, India) WESTIN Starwood's largest...
Words: 1739 - Pages: 7
...Table of Contents 1.0 Marketing Strategy 1.1 Objectives 1.2 Target & Segmentation 1.3 Positioning 2.0 Strategies 3.0 Marketing Mix 3.1 Product 3.2 Pricing 3.3 Distribution 3.4 Marketing Communications 3.5 Customer Service 4.0 Recommendations 5.0 Plan of Action 6.0 Bibliography 1.0 Marketing Strategy Westpac: THE ASIA PACIFIC INVASION Westpac have been servicing the Pacific Rim since 1901 with rapid support for its growth strategy of servicing Australian and New Zealand customers with links to Asia, and Asian customers with business interests in Australia and New Zealand. With Capital Market Sales and Foreign Exchange capabilities established in Singapore in 2004, Westpac Group Asia was extended to include Corporate and Institutional Banking in 2005, and most recently, Syndicated and Leverage Finance and Asset Finance. Westpac Singapore and Hong Kong offices have a strong focus on private banking for affluent customers with ties to Australia and New Zealand. While most of these Westpac Institutional Bank operations are headquartered in Singapore to cover the continent, the geographic footprint has continued to expand, incorporating Shanghai and Hong Kong Branches in China and Representative Offices in Mumbai, Jakarta and Beijing. (Westpac Group, 2011, Westpac History, 07-06-2011, URL: ) While Westpac began to seriously look at the Asian market by 2005, it was only through the form of corporate banking and as they have positioned themselves...
Words: 9503 - Pages: 39
...American Express is the one of the most popular financial company since it started. According to Nelson & Quick (2011), American express (AmEx) was founded in 1850 and started to provide freight forwarding and delivery services around the world and since then it is also known as global financial services company (p. 215). The company is well known for various financial services such as credit card, charge card, and travelers’ check. Maulik Vyas (2011), explained Amex cards hold around 24% of the total dollar volume of credit card transactions within the US. It is the highest of any card issuer so far. American Express has about 65,000 employees around the world to enhance the quality of service. To increase the superiority of humongous amount of employee Amex established American Express Learning center, where employee get training to increase their quality. Analysis American Express set up a learning center for the employee to improve the service of quality which is called American Express Learning Network (AELN). AELN’s customer service training program provided two types of application theories, one is learning theory and another is goal setting theory. The aim of AELN is to train their each employee to provide great customer service to existing customer and future customer. According to Harrison, AELN’s vice president (VP), primary learning for customer care employees, how they are introducing themselves toward customer and how they make sure customer that security...
Words: 960 - Pages: 4
...Question 2: Prejudice can be hurtful and destructive. Discuss how you can personally reduce prejudice in your workplace – please provide an example. Prejudice has been defined by multiple authors in attempts to explore this dense subject. Oskamp (2000) states that prejudice is a consequence of perceiving others as different from oneself or one’s group. Fishbein (2002) defines prejudice as an unreasonable negative attitude toward others because of their membership in a particular group. However, Allport (1979) provides a more in depth definition; he explains that “the word prejudice, derived from the Latin noun praejudicium, has, like most words, undergone a change of meaning since classical times. There are three stages in the transformation. 1. To the ancients, praejudicium meant a precedent – a judgment based on previous decisions and experiences. 2. Later, the term, in English, acquired the meaning a judgment formed before due examination and consideration of the facts – a premature or hasty judgment. 3. Finally the term acquired also its present emotional flavor of favorableness or unfavorableness that accompanies such a prior and unsupported judgment.” (Allport. 1979, p.6) Duckitt (1994) identified several interventions that may possibly reduce prejudice under “appropriate circumstances”. He explained that “these interventions have typically involved action at one of the three levels identified – that is, social structure and intergroup relations, social influence,...
Words: 804 - Pages: 4
