...MORALES, Marc Russel M. BSBA-MM II-C MM100 – Fundamentals of Marketing Management MABEZA, RYAN MARVIN Nordstrom’s Case Analysis Companies are everywhere. Competition in a global business world are in left and right scenarios. So companies must find the right ingredient for them to be successful. Creating loyal customers is at the heart of every business. Improving efficiency in connecting to customers, building customer satisfaction, customer value and loyalty leads to improved and better business results. Marketing experts Don Peppers and Martha Rogers say, “The only value your company will ever create is the value that comes from customers—the ones you have now and the ones you will have in the future. Businesses succeed by getting, keeping, and growing customers. Customers are the only reason you build factories, hire employees, schedule meetings, lay fiber-optic lines, or engage in any business activity. Without customers, you don’t have a business.” Companies must establish and maintain a high customer value for their products and services because consumers use customer value to make buying decisions. You make buying decisions in day-to-day life experiences. For example in buying for a bottled water drink. Should you buy the wilkins worth P15 or the evian water worth P65? In every buying decision, a consumer asks the same question: 'is what I am going to receive worth what I have to give up in order to get it?' The gain the consumer receives for the benefit is...
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...Providence Hospital DC Dictionary Training November 12-14, 2013 9 AM- 5 PM MEDITECH Canton Facility Personnel to attend: Host: Asad Shahid, PCM Applications Specialist Physician Champion PCM Core Team Day 1Session I: November 12, 20139-9:30 AM Opening Session: Introductions Agenda Overview 9:30-10:30 AM Physician Desktop Functionality Demonstration: Desktop Notifications Rounding Lists Provider Coverage 10:30- 12:00 PM Physician Workload Management Dictionaries: MIS Dictionaries User/Provider Module Access PWM Parameters Preferences 12:00-1:00 PM LUNCH Session II: November 12, 20131:00- 3:00 PM Provider Order Management Functionality Demonstration: Order Sets Individual Procedures Medication Ordering 3:00-3:15 PM Snack break 3:15-5:00 PM Provider Order Management Dictionaries: OE Dictionaries Customer-Defined Parameters Toolbox Settings Day 2Session I: November 13, 2013 9:00-11:00 AM Provider Order Management Set Up (Pharmacy Dictionaries and Medication Building): Order String Building Customer-Defined Parameters Toolbox Settings 11:00-12:00 PM Hands-On Exercise: Provider Order Management 12:00-1:00 PM LUNCH Session II: November 13, 2013 1:00-3:00 PM Ambulatory Ordering and Prescription Management Functionality Demonstration: Medication Reconciliation Process Continue from Ambulatory Functionality Discharge Process (Prescriptions, Orders, Referrals...
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...MGMT E-4000: Organizational Behavior WK 5: Case Analysis Anirudh Udayashankar Nordstrom “An unerring eye for what's next in fashion. A relentless drive to exceed expectations. For more than 100 years, Nordstrom has worked to deliver the best possible shopping experience, helping customers possess style - not just buy fashion. Nordstrom, Inc. is a leading fashion specialty retailer offering compelling clothing, shoes and accessories for men, women and children. Since 1901, we've been committed to providing our customers with the best possible service - and to improving it every day” is the introduction that the Nordstrom website offers to the passing visitor. Nordstrom is an upscale fashion retailer, founded by John W. Nordstrom, a Swedish immigrant, and headquartered in Seattle, Washington. The company began as a shoe retailer, and has since expanded their inventory to include clothing, accessories, handbags, jewellery, cosmetics etc. The company was family owned for over nine decades, and went public just before the turn of the century. Nordstrom has been in the public eye (as in the case) for their high service quotient, and it is often listed as one of the best places to shop in. This is made possible by the simple rules that all employees follow as opposed toeing a bulky customer service manual. The employees are referred to as Nordies, and they go to great lengths to keep their customers happy – walking the extra mile to ensure that all their requirements are met...
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...“Nordstrom: How to Succeed by Selling Just One Shoe” Principles of Marketing May 2011 1. Identify the type of retailer that Nordstrom’s is classified as. Describe the characteristics it shares with other retailers of this type. Nordstrom is classified as a department store. It sells a variety of products including clothing, jewelry, handbags, cosmetics, and home furnishing. Nordstrom started as a shoe store as time passed they diversify their product, and they opened more stores in different locations. They sell products identical to the department stores. Nordstrom like department stores have a series of permanent products such as cosmetics, hardware, jewelry, sporting goods, among others. Another likeness to the other department stores is that they have many stores in different locations of the US. Nordstrom competes with other national, regional, and local retail and departments stores. Nordstrom’s top competition comes from retail stores that sell similar lines of apparel such as Neiman Marcus, Saks Fifth Avenue, Dillard’s, and other high-end fashion retailers. Nordstrom shares many characteristic with other retailers such as their generous exchange policy, superior customer service, the product quality. 2. Describe Nordstrom's level of service on the continuum from full service to self-service. Give an example of a store that would be on the opposite end of the continuum and explain their differences. Moving from full service to self-service paid...
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...NORDSTROM INC—ANALYZING FINANCIAL PERFORMANCE RETURN ON OPOERATING ASSETS ADDITIVE DUPONT MODEL Summary Nordstrom is one of the oldest retail companies in the United States. It started from 1901 in Seattle and has been grown to a powerful retailer in national area. Selling high quality products is the most important method for Nordstrom to collect its revenue. At the same time, Nordstrom also offers credits and debts to customers by his banks. In this case, we are trying to analysis Nordstrom’s financial statements and calculate few simple ratios to approach the performance of this company. The main point in our analysis is to figure out how Nordstrom is using its operating assets to get returning. a). ROE is used to measure the net profit in a period as a percentage of shareholder’s equity. In other word, ROE means how much net income we can get by using shareholders’ investment. ROE is more important than net income in dollar terms because ROE is a ratio. Ratio allowed analysts to compare companies’ performance over the period. In fact, the ratio can also help us compare companies in a different size or different industry. Net income in dollar terms is not widely used because this method is limited by companies’ different situations. b). ROE and RONA are both useful methods to determine a company’s performance. However, ROE and RONA measure a company’s performance in a different way. ROE considers entire company’s income, expenses and gain/loss of a company’s profit;...
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...Nordstrom Case Analysis The main issue identified by the case study is the harsh treatment of the employees by the management at Nordstrom. This included the usage of unfair SPH (sells per hour) metric and “off the clock” work encouragement to keep that metric high. The case provides polar view points among the employees - Pati, Lori & Cindy (-ve) vs. Bob, Doris and Tim (+ve). This polar view points to the difference in deriving motivation from the same situation. Lets take a look at the view points and see how different theories of motivation could have been applied to solve the dissension that employees felt. In analyzing the root of the problem we need to acknowledge that the concept of evaluating performance of sales personnel on the basis of SPH isn’t inherently evil. As a matter of fact, SPH metric implementation at Nordstrom had proven effective since its introduction, its high profit margins and customer satisfaction ratings speaks to that. As stated by Tim Snow in the study, it was a matter of pride to be working for a company where people loved to shop. But the SPH metric shouldn’t have been the only metric. Other KPI’s such as punctuality and customer satisfaction (CSAT’s) should also be weighted into the equation as performance standards. The lack of distinction between “sell” and “non-sell” hours also proved to be an issue. The employees “off the clock” hours were routinely treated as “sales” hours, thus effectively reducing their SPH ratio. This practice...
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...Nordstrom Analysis Nordstrom uses a sales per hour (SPH) program to rate their sales employees. The more the employee sells in the total hours they work, the more their SPH. Nordstrom management uses this SPH figures for remuneration, compensation and promotions but again this was used as a tool for identifying non-performance as well. If an employee had a low SPH, they are ought to have a bad time shift, scheduled fewer work hours, or even terminated. The integral part of the problem was also identified in poor differentiation of “non-sell” and “selling” time. In order to sustain the tradition and their competitive advantage of superior customer services, the sales team would have to write thank you notes, deliver purchases timely, participation in mandatory meetings, and the likes, on “off the clock” time, because they were coerced by the existing performance evaluation system to keep their” sales per hour” ratio high. If they booked those hours, their SPH would go down because they weren’t actively selling anything and would most likely be penalized for it in the end. But there really wasn’t a clear definition as to what was “selling time” and “non-sell” time. The employees struggled with this because they weren’t exactly sure how the types of activities they did would impact their SPH. Nordstrom intended the SPH to be an incentive and a way to reward top sellers through commission, but they were really using it as a tool to force employees to work off the clock as to not...
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...It all started with a man named John W. Nordstrom. I n1887, a 16 year old boy from Sweden left his home country for New York City, with only five dollars in his pocket, and not speaking a word of English. John crossed the United States working to make ends meet, and after two years he earned 13,000 dollars, and was ready to go into a partnership with a man named Carl Wallin. In 1901 the two opened their very own shoe sore, Wallin & Nordstrom, in downtown Seattle. John’s business philosophy was based on exceptional service, selection, quality and value, which ended up becoming a retail legend, also allowing them to build a customer base, and open their second store in 1923. In 1928, John Nordstrom sold his share of the company to his sons, and in 1933 Carl retired and sold his shares to the Nordstrom brothers. Nordstrom’s began building their reputation becoming the largest independent show chain in the U.S. In 1960, the company expanded offering customers shoes and fine apparel, called Nordstrom Best. Then in 1966, they offered men’s clothing and children’s wear. The company went public in 1971 just after the sales passed $100 million mark, and the company was recognized as the largest volume West Coast fashion specialty store. This same year, the name was changed to Nordstrom, Inc. Nordstrom’s today focuses on catering to customer’s needs, and individuality. They do not categorize their merchandise by departments, but by individual’s lifestyles. Nordstrom’s now...
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...Nordstrom, Inc. Comprehensive Overview Davenport University BUSN520 Management and Marketing Professor Philip Shaps Shyla Allers August 12, 2015 Table of Contents Introduction 3 Organization, subsidiaries and business units, history 4-5 Scope of the business and current products or services provided 5-6 Scope of market distribution-are they local, regional, global 7 Leadership and management structure and individuals 7 Current issues that may affect the future of the organization 7-8 Description of Strengths 8-9 Description of Weaknesses 9-10 Description of Opportunities 10 Description of Threats 10-11 Description of External Factors Impacting Decisions 11 Description of Possible future scenarios 12 Recommendations for changes in culture, leadership and/or structure 12 Description of project company’s primary market 12-13 Description of project company’s secondary market 13-14 Description of one target group and demographic profile 14-15 Description of project company’s market position 15-16 Recommendations for leadership and organizational structure 16-17 Recommendations for placement 18-19 Conclusion 19-21 References 22-23 Appendix A 24 Introduction/Overview Nordstrom, Inc. is an upscale fashion retail company that approaches a broad variety of fashion clothing, shoes, accessories and cosmetics. It started out...
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...review of the bestselling novel, he explores how the common mistakes made by most scouts when making decisions are not unique to the sport of baseball. An overarching belief in baseball is that experts accurately predict the success of a player. It seems traditional baseball scouting has developed specific heuristics to decide which players to draft. But this scouting method can be subject to biases when not used properly as each expert has his/her own biases which, if not carefully checked, can color their decisions in subtle ways. As Thaler notes, many player were simply ignored because “they did not match up with the scouts' mental prototype of a successful ballplayer”. What followers of sabermetrics – the practice of using empirical analysis to measure in-game activity- proposed was that “reliable statistical evidence will outperform … heuristic(s) every time” and is a far better indicator of a player’s success. (Thaler, 2003) When Billy Beane, the main focus of Moneyball, “relied on objective evidence, explicitly ignoring anything that could be dismissed as ‘subjective’ he was going against a social norm in baseball scouting. (Thaler, 2003) Many scouts were using “baseball's conventional wisdom” to scout major league players. Granted, for the scouts portrayed in Moneyball, this scouting method had been, to some degree, successful, otherwise it would have not become the status...
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...Comparative Evaluation of Retail Service Operations Chris O’Dowd Carlos Rodriguez Doug Sefcik Thao Nguyen Joshua Shibler Sam Lalgee The University of Texas at San Antonio Feasibility Report September 24, 2015 Included below is a feasibility report for the retail operations of five different retail companies. The purpose of this report is to compare these service operations across six major categories: I. II. III. IV. V. VI. Nature of Services and Classification Competitive Factors Tools and Service Strategies Service Operating Systems Service Quality and Benchmarking Facility Location and Site Selection Each section will be followed by a comparison and evaluation of the service operation systems within that section. The five service organizations that we will be examining in this report are: Best Buy, Wal-Mart, Sak’s Fifth Avenue, Amazon and the specialty kiosk I Play N Talk. Service Organizations Best-Buy Best Buy was founded by Richard M. Schulze in 1966 and has become a powerhouse in the consumer electronics industry. Their headquarters are in Richfield, Minnesota and they operate in the US, Mexico, and Canada. BestBuy has grown into a huge retail chain spanning over 1,400 stores. They started by the name “Sound of Music” in 1966 until 1983 where it was renamed to what we know it now as Best-Buy. Best-Buy employs around 125,000 people and they generate $40 billion annually. Amazon Amazon is not like most businesses. Although its headquarters...
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...Term Paper On Management Control System Topic: Recent Balance Scorecard Theory & Practices Of Bangladeshi Company SUBMITTED TO: Md. ABUL KASHEM Associate professor SUBMITTED BY: RIFFAT ARA RAFIQ; ID: 61018-11-061 SESSION: Fall’ 2011 DATE OF SUBMISSION: 26th DECEMBER ’2011 DEPARTMENT OF MANAGEMENT INFORMATION SYSTEM Acknowledgement I express my gratefulness to Almighty Allah for his kindness, which enabled us to complete this work properly and in time I am grateful to our course teacher, Md. Abul Kashem, Associate Professor , Department of Management information system, University of Dhaka for providing us all the information about information technology, for his guidance, constructive criticism, valuable suggestions and untiring help throughout the course of this work. I am highly delighted to express our cordial gratitude and veneration to our parents for their constant help, affection support and sacrifices. The Author December 26th , 2011 Letter of transmittal Date: 26/12/2011 To, Md. Abul Kashem, Associate Professor Department of Management Information System, University of Dhaka. Sub: Application for the submission of Term Paper. Sir, I respectfully state that, I am a student of EMBA program in this department at the session of spring’2011.you have asked for the term paper on 28th November’2011. The topic of...
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...1. What are the strategically relevant factors in the macro-environment (PESTEL analysis)? Strategically relevant factors in the macro-environment consist of: social, technological and legal forces in the case of Lululemon Athletica, Inc. Social Factors: This includes that of lifestyle, and the want and need of living a healthy lifestyle. Evidence in the case points to people over the age of 60 who are looking to lead a healthier life and to live longer. This becomes a demand in the market, leaving a space for companies to fill in the supply. There was also an increase in the purchase of athletic wear not only for fitness activities but to simply give a perception of a healthy lifestyle, which in turn increased demand for these products. Technological Factors: Technology plays a key role in the industry and thus drives the creation of new fabrics that lead to a better design for athletic attire. Trademark fabrics such as luon, luxtreme and silverescent all have different specifications that would address the different needs of consumers in the market. Advances in market intelligence allow companies to track trends in the market and consumer behaviours. Changes in shopping habits also become relevant, not only with trends but also with the growth of e-commerce and the convenience of purchasing anything online in the matter of seconds. The desire to be able to shop online has become a growing industry, leaving consumers with the satisfaction to shop at any time and place. Lululemon...
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...The internationalisation process of the firm - a case study Tomas Sylverberg - - Avdelning, Institution Division, Department Datum Date 2004-01-20 Ekonomiska institutionen 581 83 LINKÖPING Språk Language Svenska/Swedish X Engelska/English Rapporttyp Report category Licentiatavhandling Examensarbete ISBN ISRN Internationella ekonomprogrammet 2004/26 C-uppsats X D-uppsats Serietitel och serienummer Title of series, numbering ISSN Övrig rapport ____ URL för elektronisk version http://www.ep.liu.se/exjobb/eki/2004/iep/026/ Titel Title Företagets internationaliseringsprocess - en fallstudie The internationalisation process of the firm - a case study Författare Author Tomas Sylverberg Sammanfattning Abstract Background: The Uppsala model is the most accepted paradigm regarding the internationalisation process of the firm. This thesis tries to complement the Uppsala model with Porter's theories regarding internationalisation. Purpose: The purpose of this thesis is to study to what extent the Uppsala model is applicable to a small manufacturing firm, and to see if the theory, combined with the Porterian framework, can provide a more solid framework for the description of the internationalisation process of the firm. Method: The master thesis is based on one personal interview with the CEO of the study object, Bukowski design. Results: The internationalisation process of the firm can to some extent be explained using the Uppsala...
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...Case Analysis American Apparel: Unwrapping Ethics Whether American Apparel should change their advertising or stay with the highly sexualized nature they have been using for advertising Situation Analysis How American Apparel is going to take the brand from where they are at and move forward with it, either by changing their ways or staying the same. Internal Environment The resources American Apparel has available to them internally come from hiring young people for design and advertising to help them better reach their targeted market, and come up with the advertisements and style of clothing. The overall organizational goals are to offer a sustainable, high quality clothing product that appeals to young urbanite individuals who are likely to be loyal to their brand, and advertise it just by wearing it and making it popular. External environment Five Forces Influence the industry as a whole and determine the conduct of the firms within the industry and also determines profitability Competitive intensity-High Part of the reason American Apparel wants to change in order to build a lasting brand and to make a turnaround is due to the competitive intensity within the clothing industry. Competitive intensity reduces profitability because the more strongly firms are competing, the more likely they are to cut their prices. This intensity increases when there are numerous balanced competitors, slow growth, high fixed costs, lack of perceived difference between products...
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