..."net-promoter score" as a metric tool to determine the customer relationships in its company. The NPS system is based on one key question, "How likely is it that you would recommend us to a friend or colleague?" and then divided into three main cluster groups: promoters, passives, and detractors. Each of these cluster groups help to determine the impact of customer relationships. Promoters have the highest repurchase accounting for more than 80% of referrals for new customers. Passives the second cluster group accounting for more than 50% of referrals for new customers and detractors account for 80% negative referrals for new customers. The article discusses the value of a promoter or a detractor and learning how to understand the values numerically of why and how customer relationships impact a company's financial performance. The article provides two diagrams one to briefly demonstrate the value of promoters and detractors and illustrates how a company can identify with customers who can help benefit the company as well as those who can harm the company. The factors of NPS such as word of mouth, cost to serve and annual spend, margins, retention, and average customers are key proponents of the metric tool that is used to motivate a company to become more focused on improving its products and services for customers. The second diagram, the customer grid demonstrates NPS and customer profitability for...
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...what type of nurse I would like to be. At first I decided to be a Pediatric Nurse Practitioner but I changed it to Neonatal because I love babies more than any other Pediatric age. Nurse practitioners(NPs) are often called Advanced Practice Registered Nurses(APRNs). Some jobs APRNs have includes; take a record patients’ medical histories and symptoms, perform physical exams and observe patients,...
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...Elmasry and Vladislav Babin (IT-consultants) Version 6 05-25-09 i CONTENTS 1 Introduction 1 2 Mission Statement and Vision 3 3 Guiding Principles 5 4 Main Strategies 9 4.1 Risk reduction 9 4.2 Enlargement of access to banking and payment services 14 4.3 Enlargement of electronic networks of individual banks and interoperability 17 5 Business Process Modeling and Architecture of the New NPS 19 5.1 The central role of electronic data exchange in the new NPS 19 5.2 Centralized clearing of large value payments 21 5.3 Centralized versus decentralized clearing of retail payment instruments other than cheques 22 5.4 Centralized versus decentralized clearing of cheques 24 5.5 Overall architecture of the NPS 25 5.6 The NPS communication network 31 6 Outline of the Strategic Plan 38 6.1 Core elements of the strategic plan 38 6.2 Systems and facilities to be acquired 39 6.3 Efficient use of modern technology to reduce investment costs and to avoid possible underutilization of the systems 39 7 Working out of the Core Elements 43 7.1 Development of a legal framework and physical infrastructure that will Support the new NPS 43 7.2 The communication network 46 7.3 The infrastructure for large value and time critical payments 48 7.4 Payment instrument mix and access to payment services 52 7.5 The upgrading of the systems for payment processing of commercial banks and connection of branches to the head office 54 7.6 The infrastructure for clearing and settlement...
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...CAREER PLAN Brandy's Personal Career Development Plan I. Personal Goals a. Long Term Goals i. My long term goal is to obtain my Master of Science degree in Nursing. This goal will be accomplished by January 1, 2015. ii. My long term goal is to obtain a position at a hospital as Nurse Practitioner. This goal will be accomplished by June 1, 2016. b. Short Term Goals i. My short term goal is to obtain my Bachelor of Science degree in Nursing at Jacksonville University. This goal will be accomplished by October 15 2014. ii. My short term goal is to finish 20 credits of study by March 31, 2013. II. Mentor: Melissa Iglesias, NP Melissa Iglesias works under an internal medicine physician at Kendall Regional Medical Center. III. Title/Name of chosen role: Family Practice Nurse Practitioner I have created my personal career development plan to reflect my educational goals. I would like to obtain my Masters of Science degree in Nursing so that I may assume a role of Nurse Practitioner. This will be accomplished by staying committed to my education and accomplishing the above mentioned goals. a. Degree Level Master's of Science in Nursing or Doctorate in Nursing b. Role Responsibilities i. Obtains detailed medical histories and performs complete physical examinations ii. Provides diagnoses and recommended treatment plan ...
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...NEW PRODUCT INNOVATION No. 9 in a Series of Papers Reference Paper by: Teresa Jurgens-Kowal PhD, PE, NPDP Global NP Solutions 2323 Clear Lake City Blvd., #180 Suite 177 Houston, TX 77062 PHONE: 281-280-8717 FAX: 281-280-8689 www.globalnpsolutions.com page 1 © Copyright 2010 Global NP Solutions, LLC changes in the market or technology environments. In this paper, we present four idealized case studies, representing one view of innovation strategy types. These were first described by Raymond Miles and Charles Snow in 1978 Miles & Snow’s structures, response characterization and to in changes (1) THE ENTREPENEURIAL PROBLEM As with any strategy assessment, a choice must be made regarding the market arena, the technology, and the products or services to be offered. Miles & Snow identify this as “The In short, how . Despite the intervening thirty or so years, of in management management’s particular Entrepreneurial Problem.” should the company manage share? it market technology or markets, remains as a dominant theory for Innovation Strategy. Many other papers have evaluated Miles & Snow strategy typologies (2) (3) (4) , yet few In NPD terms, we would say that The Entrepreneurial Problem should be addressed is Stages 1 and 2, or the Fuzzy Front End, such that we have identified a clear and present market need for our new product, service, or program. authors have specifically address how each would approach and implement the...
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...Pamperzhou Day Spa - Sample Plan This sample business plan was created using Business Plan Pro®business planning software published by Palo Alto Software. This plan may be edited using Business Plan Pro and is one of 500+ sample plans available from within the software. To learn more about Business Plan Pro and other planning products for small and medium sized businesses, visit us at www.paloalto.com. This is a sample business plan and the names, locations and numbers may have been changed, and substantial portions of the original plan text may have been omitted to preserve confidentiality and proprietary information. You are welcome to use this plan as a starting point to create your own, but you do not have permission to resell, reproduce, publish, distribute or even copy this plan as it exists here. Requests for reprints, academic use, and other dissemination of this sample plan should be emailed to the marketing department of Palo Alto Software at marketing@paloalto.com. For product information visit our Website: www.paloalto.com or call: 1-800-229-7526. Copyright © Palo Alto Software, Inc., 1995-2007. All rights reserved. Confidentiality Agreement The undersigned reader acknowledges that the information provided by _______________ in this business plan is confidential; therefore, reader agrees not to disclose it without the express written permission of _______________. It is acknowledged by reader that information to be furnished in this business plan is in all respects confidential...
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...Services Indicator Can we influence these metrics to our favor? Done by : Tatum Van Staden Nett-promoter score (NPS) and Customer Services Indicators (CSI) what are these two measures that we use in the call center and why are they so important to the businesses decision making process .These were some of the questions that led me to selecting NPS and CSI as my benchmarking topics, I wanted to better understand why we as a call center were measured on these aspects and I wanted a better understanding of how both these components worked and not just to see them as performance measures that had to be met because someone said they were important. Why should call center agents be measured on NPS and CSI (it is after all the customer’s opinion)? How do I know the customer is rating my service and not that of the company as a whole? How do I know that the scores are accurate? Within the Cell C call center the questions I posed above are some of the questions I get asked as a team leader to help my agent better understand what is expected of them and why .I understand that we ask the customers to rate our service so that we can measure how good or bad the services we are rendering to our customers are and also so that the business can learn through our customers where our energies need to be focused and how it is that we as Cell C could improve and grow our business , however it does leave room for the question though that : while we are asking the customer for their opinion of our...
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...of sales) 7 Market Share 7 Dollar Share 7 Unit Share 7 BE MS (Dollars) 7 BE MS (Units) 7 Cannibalization 7 Total Contribution (NP) 7 Net Present Value: Today’s $ v. Next Year’s $ 8 Customer Lifetime Value (CLV) 8 Mkt Strat I: Strategy Formulation, Market Assessment Tools (Frameworks), Porter’s Generic Strategies 9 Dolan’s 5 Cs 9 Porter’s 5 Forces Model 10 BCG Matrix 10 Marketing Strategy II: Segmentation and Positioning 11 S-T-P 11 Consumer Segmentation Variables: 11 Business Segmentation Variables: 11 Characteristics of Effective Segmentation 11 Bases for Segmentation Evaluation 12 Targeting the Markets 12 Pricing 12 Top 3 of 5 Deadly Pricing Sins 12 8 Steps to Better Pricing Decisions 12 Value-Based Pricing 13 Marketing Research 14 Steps in Marketing Research 14 Reliability v. Validity 14 Marketing Channels 15 Value Adding Roles of Intermediaries 15 Channel Conflict and Efficiency 15 Salesforce Management 15 McMurry’s sales representative types: 16 Motivating the Salesforce 16 Simple Salesforce Structures 16 Salesforce Size 17 Brand Management 17 Brand Associations, Identity, and Equity 17 Determinants of Successful Brand Extensions 17 New Product Development 18 Challenges to Bringing a New Product: 18 New Product Success Factors: 18 Top 10 Reasons for NP Failure 18 Marketing Communications 19 How Communication Fits into Strategy 19 Formulas: Variable Costs incurred with every unit sold/produced;...
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...Committee currently serves seven countries and focus on several main concerns: warfare, civil violence, economic crisis, unsanitary water and shortage, and lack of healthcare, concerning AIDS/HIV outbreaks and other infectious diseases. Unfortunately, “today, there are roughly sixty-seven million people in need of international protection and assistance. Approximately, sixteen million are refugees and fifty-one million are internally displaced people” (American Refugee Committee np). Healthcare and HIV/AIDS: The numbers in these statistics outlines a significant problem the ARC is taking on in some areas. Uganda is one of the countries ARC provides help in and the considerable amount of people that are being affected by HIV/AIDS is shocking: “There are currently an estimated 940,000 people living with HIV in Uganda, and a further 1.2 million children who have been orphaned by AIDS.” There have been approximately one million people that have died with AIDS in Uganda (American Refugee Committee np). Research suggests that there is also a “low level of understanding about HIV transmission among many Sudanese people. Only...
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...communication plan. The steps are to set the stage for acceptance, create the frame for information to be interpreted, manage the mood for employee’s emotional state, and reinforce the desired changes. In order for management to set the stage, they need to be upfront and honest. Regardless of what the plan to be executed is and what type of news you have to give, it is always best to give the truth to the employees as soon as you know what the possibilities are. A pro to sharing all the news upfront as well is if there is a potential for bad happenings, employees will be motivated to perform stronger to prevent the negative possibility from occurring. By setting the stage, management needs to be able to present the needed change, convince the employees the change is necessary for improvement, and prove the decision being made is the right one for the company and for the employees. Also, management needs to be committed to the project and the change because “No lasting change will be made without such commitment (Barnes, NP). The frame for information is used to provide structure for new plans that are happening within an organization. Common examples of frames include company presentations, radio interviews, or in the case outlined in the article, company-wide emails or memos. A great way to benefit from building a frame and including employees in the change is that it allows for participation within a group to improve the changes occurring and create a better plan to utilize...
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...Capital Budgeting: Net Present Value vs Internal Rate of Return (Relevant to AAT Examination Paper 4 – Business Economics and Financial Mathematics) Y O Lam Capital budgeting assists decision makers in a company evaluate multiple investments of the company’s capital. Capital budgeting is used to plan for the acquisitions of other companies, for the development of new product lines of business, for the expansion of the existing production plants or for the replacement worn-out equipment, and in planning decisions on whether or not to enter a new market line, whether to buy or rent production facilities, and any other investment project resulting in costs and revenues that are spread over a number of years. Capital budgeting is the method used to assess a major investment or to see whether one option is better than another. There are several capital budgeting methods, each with advantages and disadvantages. In this article, we discuss the basic principle and the advantages and disadvantages of using the net present value technique and the internal rate of return technique. Net present value (NPV) method When using the net present value method of capital budgeting, one of most important factors is the estimation of net cash flows from an investment. The net cash flow is the difference between cash outflows and cash inflows over the life of the investment. First, cash flows should be calculated on an incremental basis, and include changes in operating cash flows and changes in...
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...Achieve LT goals -Societal Marketing: some products customers want may not be in best interest Sales v Market Orientation -Organizations Focus: Sales: focuses on selling what the firm makes rather than making what market want. Market: customer wants and needs -Firms business: -Sales: product-Market: customer’s benefits -Those to whom the product is directed: Sales: everybody, the average customer Market: specific groups of people -The firm’s primary goal: Sales: profitability through sales volume. Don’t care whether or not you need it Market: achieve profit by meeting customer’s needs -Tools the organization uses to achieve its goals: Sales: promotion, personal selling, and advertising Market: create, communicate and deliver superior customer service and value Ch. 2 Strategic Planning- Managerial process of creating and maintaining a fit between the organizations objectives and resources and the evolving market opportunities. Focuses on LT growth Strategic Business Units (SBUs)- a number of very different businesses that a larger company manages. -SUBs have: -Distinct mission and specific target market,-Control over its resources-Its own competitors-A single business or collection of related businesses-Plans independent of other SUBs Strategic Alternatives: -Ansoff’s Opportunity Matrix: Matches new and existing products with markets-PM/PP: Market Penetration: -Increase market share among existing customers NM/PP: Market Development: -Attract...
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...PTCs and Markets u GLOBE and F&C specialists u Market Heads and SBU Heads who commented on the strategy as it was evolving u And so many other talented colleagues from corporate teams. Approver Nestlé Board of Directors and Nestlé Executive Board Paul Bulcke Chief Executive Officer Werner Bauer Executive Vice President Strategic Business Units, Marketing and Sales Repository All Nestlé Principles and Policies, Standards and Guidelines can be found in the Centre online repository at: http://intranet.nestle.com/nestledocs Copyright and Confidentiality The content of this document may not be reproduced, distributed or disclosed to third parties without proper authorisation. All rights belong to Nestec Ltd., 1800 Vevey, Switzerland. ©2008, Nestec Ltd. This booklet, and accompanying materials including the CD-ROM, should be kept strictly confidential. Please only share with colleagues who are directly involved with Nestlé strategy. CWU December 2008 – The Nutrition, Health and Wellness Mapping Standard for Product Portfolio Evolution Goal The goal of this Standard with support material is to empower Markets, Strategic Business Units and Global Businesses to gain Nutrition, Health and Wellness (NHW) visibility and clarity on their product portfolio and be further equipped to accelerate its...
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...organizations than in any other businesses. Similarities of Financial Environments While many differences exist among each financial environment, they are also similar in many ways as well. Each organization whether classified as for-profit, not-for-profit, or government has a mission and vision statement that defines the organization’s strategic plans. The mission and vision statement reminds the staff of the long-term goals and ensures they understood what is required to meet the healthcare demands of the public. Financial managers must understand the tax laws that are associated with each type of organization before any decisions regarding financing are made. For-profit (FP), not-for-profit (NP), and governmental environments have stakeholders who have a financial interest in the organization. Organizations depend on profits to invest in new equipment, supplies, and services. Differences between Environments Not-for-profit Financial Environment According to Gapenski (2008), 60 percent of all hospitals are classified as not-for-profit. An example of a not-for-profit facility is Scott & White Healthcare located in Temple, TX. Like other NP organizations and most hospitals in general, Scott & White mission is to...
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...Prearranged Services Inc. were sentenced November 14, 2013 to prison for their roles in a $600 million scheme to defraud customers. From 1992 until 2008, NPS sold prearranged funeral contracts in several states, including Missouri, Illinois, and Ohio. During that time, insurance companies affiliated with NPS issued life insurance policies related to those prearranged funeral contacts. As part of the contracts, the total price for funeral services and merchandise for an individual was agreed upon, and that price would remain constant. Customers entering into prearranged funeral contracts would pay a single sum of money up-front to NPS. NPS represented to individual customers, funeral homes, and state regulators that funds paid by customers under the prearranged funeral contracts would be kept in a secure trust or insurance policy as required under state law. Court documents disclose, however, that NPS made use of funds paid by customers in ways that were inconsistent both with its prior and continuing representations and with the applicable state laws and regulations. Instead, NPS operated as a fraudulent Ponzi-like scheme, where customer funds were neither kept safe in bank trusts or insurance policies but instead were utilized for unauthorized purposes and the personal enrichment of NPS’s officers and others. In turn, new business became the source of funding for funerals that prior customers had previously paid for in advance. Victims of the scheme include individual customers,...
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