...BPMM 3183 Relationship Marketing (Group B) UNIVERSITI UTARA MALAYSIA First Semester Session 2014/2015 INDIVIDUAL CASE STUDY : A Letter To The Bank Manager NAME : TAN KA YEN NO.MATRIK : 220325 INSTRUCTOR: MUNIRAH BINTI KHAMARUDDIN Case Study (Chapter 1, page 17) Question 1 What are the real problems that the customer is highlighting? Firstly, the problem that customer highlighting is automatic debiting the customer account by way of penalty. This action cause the customer has to rethink his errant financial way. The bank should having a notice or inform to their customers before debiting any penalty. This may cause many of customers that face the financial problem to fall into difficulty. Besides, the customer notices he cannot contact to employee over the time. The customers are confronted by the impersonal ever-changing, pre-recorded, faceless entity which the bank has become. The customers want to deal with a flesh and blood person but not the automated voice phone system. This impersonal conversation will make customer loss of confident about what the customer inquire. Moreover, customer will get charge for the advertising material sent by bank. It charges for $2.00 per page customer read. For the bank nominated contact, that will be billed at $5 per minute. Bank should be let the customer know early for the reading fees or ask for customer permission whether having interest about the advertising material. If not, bank should not...
Words: 1523 - Pages: 7
...The Od Letters Case Analysis In: Business and Management The Od Letters Case Analysis CASE STUDY Case Study Name and Page #: The OD Letters, page 219 Student Name: Wendy Thompson Date: October 23, 2011 I. Problems A. Macro 1. Project team is not functioning fast enough and not turning out results 2. Team morale/Friction within the group 3. Communication B. Micro 1. Macho manager syndrome 2. No effective leadership qualities 3. Inability to learn from team-building exercises/Takes the retreat as a joke II. Causes 1. Leadership style of John 2. Wants to be ‘head hancho’/Has flippant attitude towards exercises 3. Jokes about serious matters/Points to reason for failure 4. Lack of respect for team members, their feelings and efforts III. Systems Affected 1. Structural – John is no longer with the team; Addition of Ryan to get the team motivated 2. Psychosocial – Team members feel non-important; Leadership style of John was non-motivating; Lack of respect for efforts and lack of recognition for when efforts are made 3. Technical – The inability of John to lead the team probably led to the misuse of current technology and missed opportunities for new technology 4. Managerial – Pressure from upper management to get results; John did not respond appropriately and joked about serious matters; Lack of leadership was causing problems in the group 5. Goals – Group has not met goals in the two years that John was project...
Words: 318 - Pages: 2
...Management (MDL) February 2012 A. Case Study 1: Case 1: Refer to the case study “Codeword” at the end of Chapter 10 in your Gido and Clements textbook. Read it carefully and analyse the case as a whole; identify the problems that manifest, and their causes. Then systematically present the solutions that you recommend, and the steps that must be taken accordingly. Strategise and prioritise. (60) B. Case Study 2: The CEO of ABC Corporation hires you to advise on how ABC will be placed in the best position to maximise its performance and to maintain long-term competitive edge. Read the following facts, and give her comprehensive advice. (50) ABC Corporation The CEO of ABC is clearly a highly motivated individual who has worked hard to build her business and values hard work from those in the organisation. She takes pride in “leading by example” by working long hours and still getting involved on the technical side of the business, making sure that they “get the job done right the first time”. She clearly values productivity and profit. She maintains that she would not have built the business if she had not pushed herself and those around her to achieve progressively greater levels of these. Profits are still looking good, but some comments on the part of two of her fourteen senior staff members have led her to suspect that all is not well within the organisation, and that it is hence perhaps nevertheless underperforming. Recently, she received a letter from a leaving employee in their...
Words: 1119 - Pages: 5
...Case Assignment 1 1. Build the management-research question hierarchy. The management –research question occurs during stage 1 of the research process. The approach for this stage of the research process is to state the dilemma that prompts the research and then develop other questions by progressively breaking down the original question into more specific one (Cooper & Schindler, 2014, p. 77). Our case highlights a multistage communication study undertaken by the research department of Penton Media, a publisher of business trade magazines, to determine the long-term viability of a reader and advertiser service, the reader service card, a post-card-size device used by readers to request additional information from a particular advertiser. Leveraging the scenario described in the case assignment, we will build out the management-research question hierarchy (Cooper & Schindler, 2010). Discover Management Dilemma The process begins at the most general level with the management dilemma. This is usually a symptom of an actual problem (Cooper & Schindler, 2014, p. 77). In our case study, the actual problem or dilemma is a decline in use of Penton Media’s publication reader service cards, a post-card-size device used by readers to request additional information from a particular advertiser. This postcard –sized device features a series of numbers, with one number assigned to each ad appearing in the publication. Readers circle the advertiser’s number...
Words: 1164 - Pages: 5
...Login Signup | | | Prev Page 1 of 2 Next Types Research Papers Book Notes Categories African-American Studies Agricultural Studies Anthropology Archaeology Architecture See all 39 Categories Written Any Past Month Past Year Past 2 Years Past 3 Years Pages 1-5 6-10 11-20 21-30 31-50 51+ Views 0-100 101-200 201-300 301+ My Turn to be a Manager Research Paper on Business | Mar 23, 2014 | 4 Pages | 3 Sources | 0 Downloads | 0 0 This course assignment responds to the prompt to provide three things the student learned about being a good manager. Additinoally, the student is asked to decipher three companies' organizational charts to examine the company's use of organizational design. Effective Manager Research Paper on Business | Mar 22, 2014 | 9 Pages | 13 Sources | 0 Downloads | 0 0 This paper researchs the concepts and realities of leadership. The author examines what it means in an organization to be a manager and compares that which the characteristics of a leader. The aim of this paper is to discuss what... McDonald's Approach to Supply Chain Sustainability Research Paper on Business | Nov 28, 2014 | 4 Pages | 4 Sources | 0 Downloads | 0 0 This case study examines how McDonalds created a sustainable supply chain that was profitable, yielded high quality products without supply interruption. The author...
Words: 1053 - Pages: 5
...Donna Tuman Organizational Behavior Week # 7, Case Study 3 “What do we do with Howard” This case is about Howard Lineberry, whom after receiving a surveyor’s certificate, started out at the State Department as a chainman and then a position opened up at Agrigreen as a lead surveyor, he was proud to get this job. Working with Agrigreen, for 18 years meant he had gone through 5 supervisors. Each supervisor had their own attitude and own way of doing things. He starts out with Jerry Givens, whom was a hard headed boss. There was very specific things and ways that things would be done. Since being hired, Givens retires and now he is supervised by Paul Jackson, this supervisor expected LIneberry to plan his own day, this is something different from what Givens wanted. Jackson and Lineberry did not get along very well, Jackson felt a helper was needed for Howard as the helper would check for errors that Howard would make. This is when Dan Richards is hired. Richards felt Lineberry was slow and stupid and was eventually transferred to manufacturing. Howard did not get off easy on having a helper, Mel Cutler replaced Richards. Cutler wound up being someone that Howard liked, as time went on though growing pains set in and nothing was the same as in the beginning. The two of them barely spoke. By this point though, a new manager Lee Miller is put in charge. Howard and Mel move to another office and are then told to report to Frank Silverton. After a few years, Mel is placed...
Words: 2512 - Pages: 11
...Business Management Extended Case Studies (Set 1) [INTERMEDIATE 2] [pic] The Scottish Qualifications Authority regularly reviews the arrangements for National Qualifications. Users of all NQ support materials, whether published by LT Scotland or others, are reminded that it is their responsibility to check that the support materials correspond to the requirements of the current arrangements. Acknowledgement Learning and Teaching Scotland gratefully acknowledge this contribution to the National Qualifications support programme for Business Management. © Learning and Teaching Scotland 2006 This resource may be reproduced in whole or in part for educational purposes by educational establishments in Scotland provided that no profit accrues at any stage. Contents Introduction 4 Case Study 1: Alton Towers 7 Case Study 2: The Royal Mail Processing Centre, Edinburgh 11 Case Study 3: Soled Out? 16 Case Study 4: Border Tweed to Border Tea’d 21 Introduction This resource is to support the learning and teaching process for Business Management at Intermediate 2 level. It consists of four case studies, each of which is accompanied by a number of questions. Each question has been allocated marks and, in each case, the total number of marks is 25. There are also suggestions on the type of answers that could be considered as a suitable response to the question. The case studies The case studies have a number of features:...
Words: 4929 - Pages: 20
...more important to you on page 267 and 268 of Key text 1. Case study Tesco: This case study will count as extra reading for students as it gives an application of the theories. Use the Tesco case study to answer the following questions. Then take the first letter of every answer and rearrange them to make a term relating to motivation. 1. What is the highest level of Maslow’s Hierarchy of Needs? Self－actualisation／self performent 2. What is the surname of the man who founded Tesco? Cohen 3. The shares scheme offered by Tesco is called Save as you ______? Earn 4. Viewpoint is a survey which assesses the staff’s what? Satisfaction 5. What type of break offers Tesco employees 4-12 weeks off work and a guarantee of their jobs back at the end? Lifestyle break 6. What is the first name of the motivational theorist Mayo? Eiton 7. What is the process of assessing an individual’s progress, where managers and subordinates meet to review work agree future objectives?、 Apppralsals 8. Tesco makes £3.4 billion of what type of profit? Net profit 9. “A motivated workforce will work harder and achieve greater _________ in less time” output 10. According to Herzberg, what can hygiene factors cause? Dissatisfiers 11. According to Herzberg, employees can be motivated by the work _________? Improvement Add the first letter of each answer below: Scesleanodi Rearrange the letters to find at term related to motivation: Social...
Words: 278 - Pages: 2
...UNIVERSITY OF NAIROBI MANAGEMENT OF RESIDENTIAL RENTAL PREMISES. (CASE STUDY:NAIROBI-WEST) BY MURIITHI DAVIES MUGOH B04/23097/2008 A PROJECT PAPER SUBMITTED IN PARTIAL FULFILMENT FOR THE AWARD OF BACHELOR OF ARTS IN LAND ECONOMICS DEGREE IN THE DEPARTMENT OF REAL-ESTATE AND CONSTRUCTION MANAGEMENT UNIVERSITY OF NAIROBI MAY, 2012. DECLARATION I, MURIITHI DAVIES MUGOH, hereby declare that this project is my original work and has not been presented for a degree in any other University. Signed…………………….. Date……………………………… MURIITHI DAVIES MUGOH DECLARATION OF THE SUPERVISOR This research has been submitted for examination with my approval as a university supervisor. Signed……………………… Date………………………………….. Mr. NIKKY NZIOKI DEDICATION I dedicate this work to my parents Mr. and Mrs. Muriithi who has patiently borne my education expenses right from primary school to the University and gave me continuous support & encouragement throughout my academic life. My siblings Faith Njoki, Peninah Njoki and Dennis Ragoi, thanks for being there for...
Words: 19073 - Pages: 77
...different communication strategies. According to the case study, Sundown Bakery has been experiencing turmoil between its management and employees. The major catalysts of the situation involved newly hired operations manager Has Mickelson's decision to impose new rules on matters such as the compulsory use of uniforms and the introduction of an employee manual. The true nature of the problem can be attributed to Mickelson's inability to consider and acclimate to needs of Sundown's communication processes and the context to which they were previously communicating. Here we will analyze likely causes of the bakery's employee resentment over changes that have been implemented by management in respect to the communication process, context and noise. We will then derive different strategies that could have minimized the nature of the problem. Understanding the communication process is an important part of achieving effective communication and avoiding barriers that would prevent it to flow freely in the organization. It involves a sender, message, medium (channel), receiver and feedback. By analysing the case study, we have interpreted that the issue arose mainly due to incorrect ways of handling the medium aspect of the process. The medium aspect relates to the channels used to convey information from the sender to the receiver. In Sundown Bakery's case, this has been improperly handled by the operations manager who chose to distribute the important policies and manuals in...
Words: 2159 - Pages: 9
...Structuur van uw verslag: Titelblad volgens PTC standaarden Voorwoord Inleiding Analyse van de Personages (Managers, Supervisors, Surveyor) Vraag en antwoord ten aanzien van de case Eind analyse gedrag van Howard volgens de verschillende theorieën en modellen (deming circle, motivatie) en/of verschillende management of leiderschaps stijlen (bijvoorbeeld Quin) Conclusies Aanbevelingen (oplossings modellen) Reflectie: * Eigen mening, Persoonlijk ervaringen What to Do About Howard Donna Tuman Organizational Behavior Week # 7, Case Study 3 “What do we do with Howard” This case is about Howard Lineberry, whom after receiving a surveyor’s certificate, started out at the State Department as a chainman and then a position opened up at Agrigreen as a lead surveyor, he was proud to get this job. Working with Agrigreen, for 18 years meant he had gone through 5 supervisors. Each supervisor had their own attitude and own way of doing things. He starts out with Jerry Givens, whom was a hard headed boss. There was very specific things and ways that things would be done. Since being hired, Givens retires and now he is supervised by Paul Jackson, this supervisor expected LIneberry to plan his own day, this is something different from what Givens wanted. Jackson and Lineberry did not get along very well, Jackson felt a helper was needed for Howard as the helper would check for errors...
Words: 2551 - Pages: 11
...that the admissions committee at a top graduate school in the US takes into account while reviewing a Master of Science (MS) application. Disclaimer This paper is a mixture of facts, inferences and extrapolations, based on my personal experience as an admissions committee member at Stanford. All views expressed here are solely mine and do not necessarily reflect the views or opinions of Stanford University. 1. Introduction In this paper, I outline the various parameters involved in the complex decision making process of a Masters admissions committee in a top graduate school in the US. To clarify this further, (i) This report is mainly targeted at MS applicants, but a lot of it can be extended to PhD applications as well. In most cases, the requirements for a PhD admit will just be a stricter version of those mentioned here. (ii) I do not have a specific list of universities in mind when I say "a top graduate school". Stanford, MIT, UC Berkeley and CMU are certainly up there, but I am not particularly referring to any specific list of graduate school rankings. In a more general sense, I am talking about schools where the default attitude of the admissions committee is "rejected, unless strongly proved otherwise" rather than "let's give him/her the benefit of the doubt". These schools tend to follow a risk minimization policy, and if in doubt, they would reject the candidate rather than risk diluting the quality of the incoming batch. (iii) The content here is targeted only...
Words: 6879 - Pages: 28
...Executive Summary: A Business Report is an objective and presentation of information in order to achieve some purpose. It is a basic management tool used in decision making. Report may be classified in different ways. Like on the basis of formalities, On the basis of function, On the basis of frequency of issue etc. The basic objective of the report is to know the salient features of writing report & how the formal reports are important in Business Communication. Business report has no single correct answer but several solutions, each with their own costs and benefits to an organization. Report may be targeted to readers inside or outside the organization. In formal reports we have three parts. Two is Preliminary parts & Report body & the other one is Supplementary parts. With introduction parts the reader can get the assignment main topic & also helps the reader’s follows & understands information. It is an important parts of a formal business report. Supplementary parts view the readers where he found the details of the topic. In formal report readers have the clear facts views. Accuracy of facts, precision, Brevity, Clarity etc are the characteristics of business report. Often reports are structured in a way that reflects the information finding process and the writing up of the findings that is, summary of the contents, introduction or background, methods, results, discussion, conclusion and/or recommendations. The inclusion of recommendations is one reason why reports...
Words: 3609 - Pages: 15
...Impact case study (REF3b) Institution: University of Bath Unit of Assessment: 19: Business and Management Studies Title of case study: Redesigning strategic change to enhance employee engagement during intense organisational transformation 1. Summary of the impact The Change Management Consortium (CMC) is a collaborative network of academics and organizations seeking to improve knowledge and practice on staff engagement in the strategic implementation of change. Research done at the University of Bath has helped organizational members of the CMC internally to improve employee trust and to build commitment to change. The CMC provides member organizations (including: Aviva, Ernst & Young, GKN, GlaxoSmithKline, Kraft Foods, the Ministry of Defence and T-Mobile) with opportunities to utilise highly relevant research findings in order to create cross-organizational dialogues on improving practice. The broad aim of the research is to move from strategies for change based on alignment with management requirements, to strategies for change informed by employee engagement. One of the CMC members, Her Majesty’s Revenue and Custom’s (HMRC) provides a specific case example of the benefits of this research, which led to acknowledged improvements in trust and employee engagement. 2. Underpinning research Longitudinal research has underpinned the development of an approach to the strategic implementation of change that: (1) emphasises the significance of understanding each organisation’s context...
Words: 2211 - Pages: 9
...Professor, BA Discipline Khulna University Khulna-9001 Dear Sir With utmost respect, we are like to aware you the fact that, we are really delighted to submit you the report on "Communication process of Sales representatives in Pharmaceutical Companies-Based on Khulna City", which you have asked us to prepare this report as course requirement. After getting your instructions, we have given our utmost effort to make the study successful. The immense knowledge & idea that we have gained with the study conduction will be really helpful for us for facing some challenges in the future time. To know communication process in sales representative of pharmaceutical companies, we surveyed many Sales representatives of many pharmaceutical Companies to gather information, which we observed as relevant to the topic of the report. The information provided by you in your class lectures was also helpful for us. In this report, we tried our best to find out how the sales representative communicate both inside and outside the organization, which process they apply in case of communication. Therefore, we hope that our report will fulfill the need to know the communication process in sales representative of pharmaceutical Companies. Any...
Words: 3460 - Pages: 14
