...Proceedings of the 2012 International Conference on Industrial Engineering and Operations Management Istanbul, Turkey, July 3 – 6, 2012 Car Recalls: A Problem Unique to Toyota or For All Car Makers? Kamrul Ahsan School of Management and Information Systems, Faculty of Business and Law Victoria University Australia Abstract Often automobile recalls are drawing media and public attention. Influenced by Toyota’s recent automobile recalls 2009-2010 this research conducts an empirical study on historical car recalls. The research uses secondary data from recall websites maintained by public and private organizations. For different car model year and manufacturer the study looks at frequency of recalls, recorded customer complaints, and yearly sales data. Analysis shows recalls are a common event with the majority of recalls initiated by only a few car makers. Though car makers use many eye catching and popular quality and customer care slogans and programs, many popular car makers still face valid customer complaints and consequently face many unwanted recalls. This study identifies that most recalls occur during the first five years of the car model year. This preliminary study of automobile recalls can be further extended at a later stage to identify key causes of recall. Keywords Product recalls, Reverse logistics, car recalls, product returns, closed loop supply chain 1. Introduction Though manufacturers use state-of-the-art operations philosophies, tools and techniques...
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...A CASE STUDY ON THE DIFFICULTIES FACED BY TM POINT KUALA SELANGOR IN OPERATING IT SHOP BACHELOR OF BUSINESS ADMINISTRATION WITH (HONS) OPERATIONS MANAGEMENT FACULTY OF BUSINESS MANAGEMENT NOVEMBER 2009 AbstrAct ABSTRACT This case study will be conducted in TMpoint Kuala Selangor. I would like to identify the difficulties faced by this organization in operating it shop. As this company is a serviceoriented organization, they need to satisfy customer’s needs and wants. Sometimes, they fail to achieve due to some problems or lacking. In this case, I will use the customer’s data of fixed-line termination and monthly statistical data on customer complain to explore the symptoms of low customer satisfaction. I also will conduct some observations in order to gather relevant data. The computer software package which is Statistical Package for Social Science (SPSS student Version 14.0 for Window) will be used to analyze the data that have been gathered, furthermore to identify the major problems faced by this organization. There are some symptoms that has been identified; there are increasing number of customer complain, fixed-line termination, not well-educating the customers and shortage of worker. When the problem has been identified, conclusion and recommendations will suggested to the organization in order to be the best service provider in the world. They need to take corrective action if they want to ensure company’s survilvalness. vii TABLE OF CONTENT...
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...Methodological Issues in Management Research Lee Sechrest, PhD Professor Department of Psychology University of Arizona Room 312 Tuscon, AZ 85721 White paper prepared for the Department of Veterans Affairs Management Research in VA Workshop, sponsored by the HSR&D Management Decision and Research Center November 19-20, 2001 Methodological Issues in Management Research Managers want to make good decisions. Any decisions will, by definition, be made on the basis of some presumed information. Even if a decision were to be made by throwing dice, that process would almost certain stem from “information” indicating that no better basis for the decision could be discerned, e.g., that a randomly determined choice would be likely to be better than a decision open to bias. At least to some extent, it is axiomatic that the better the information, the better the decisions. It is useful to distinguish between data, facts, and information. Data are simply observations, usually in the form of numbers thought to represent some systematic process underlying them, i.e., a process generating the numbers. Data do not mean anything or tell us anything until they are interpreted in some way. Merely to have an observation that on a particular day 43 patients were reported to have received a particular service is not in itself meaningful. Facts are merely data elevated in confidence to a point of suggested certainty. The observation that 43 patients received a service may be...
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...3/11/2013 | | Memo | | | | To CEO From Elementary Division Manager Re Constructive Discharge Complaint Comments: Earlier this quarter a former employee voluntarily terminated their employment with our company but has since filed a claim against our company alleging that the employee’s rights under Title VII of the Civil Rights Act of 1964, specifically constructive discharge, were violated. Title VII of the Civil Rights Act of 1964 was designed to protect the rights of employees within the workplace from instances of discrimination with relation to race, religion, sex, national origin and religion (Title VII of the Civil Rights Act of 1964). With this law came about the Equal Employment Opportunity Commission (EEOC) whose responsibility it is to enforce the provisions within Title VII and provide oversight and guidance to employers and employees with regard to this law. The EEOC has sent us notification that this former employee has made a claim under the constructive discharge area of Title VII. Constructive discharge is an employment situation whereby the employee feels that due to changes their employer has made with regard to any Title VII covered entity; they have no option but to resign. This act is relevant to the claim in that the claim stated that the employee felt he had no alternative but to resign. The employee believed that with the company’s new policy reflecting work/shift changes he would not be able to observe the Holy days required by...
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...Sexual Harassment in the Workplace EXPERIENCES OF WOMEN IN THE HEALTH SECTOR Paramita Chaudhuri Health and Population Innovation Fellowship Programme Working Paper, No. 1 This report is the result of a project entitled “Understanding Sexual Harassment in the Health Sector,” undertaken as part of the Health and Population Innovation Fellowship (HPIF) awarded to the author in 2004. The HPIF programme is administered by the Population Council, New Delhi and is a continuation of the MacArthur Foundation’s Fund for Leadership Development (FLD) fellowship programme that continued over the period 1995 to 2004. The Council is grateful to the MacArthur Foundation for its support to this programme. The HPIF programme aims to support mid-career individuals who have innovative ideas, leadership potential, and the capacity to help shape policy and public debate in the field of population, reproductive health and rights in general, with a focus on two priority themes – maternal mortality and morbidity, and the sexual and reproductive health and rights of young people. Since the transfer of the programme to the Population Council through 2006, a total of 17 individuals have been supported under the HPIF programme. For additional copies of this report, please contact: Paramita Chaudhuri Senior Programme Officer Sanhita 89B Raja Basanto Roy Road Kolkata 700 029 Email: sanhita@cal.vsnl.net.in Phone: 033-24227965 Population Council Zone 5A, Ground Floor India Habitat Centre, Lodi Road...
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...Ombudsman Institution in Asia Accountability is essential for good governance, and in many Asian countries the ombudsman is the key accountability institution. Originating in the West, the concept of the ombudsman arrived relatively late in Asia. Yet more and more ombudsman offices are being established in Asia, and they play a critical role in the fight against incompetence and injustice on the part of government officials. This report presents in-depth research on Asian ombudsmen, with a focus on best practices and emerging issues, especially in the context of the new public management, and includes recommendations to policy makers. It will be a valuable resource for scholars, ombudsmen, and anyone else interested in this vital institution. Strengthening the Ombudsman Institution in Asia Improving Accountability in Public Service Delivery through the Ombudsman PUBLIC MANAGEMENT, FINANCIAL SECTOR, AND TRADE / 2011 Asian...
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...M5A3 Case Study Name Institution Course Date M5A3 Case Study Based on this case study, the right decision was made since the team led by Scott Daniels started by first doing research of the challenges faced by EIS. This would consequently, help them to plan the whole schedule management through determining the correct procedures and policies which would guide the team to solve these problems (Schwalbe, 2013). Creating a cause-and-effect diagram in team led by Scott Daniels responded to the definition of activities in time management of a project which would assist in saving time. The time project management calls searching and documenting the relationship between various project activities. The Pareto chart created by the team led by Scoot Daniels assisted in the analyzing most of the complaints in the EIS which was an effective way to understand and address all the challenges faced by EIS. This reveals the right decision taken within the case since it made the team involved in the addressing of the EIS problems become part of the organization and come up with the best solutions to counter these challenges. In addition in order to reveal that in deed the decision taken in this case was the best, the team was able to identify the biggest challenge in EIS been the fact that most of the old people were not fully vanished with the required computer skills and this was a major concern in the organization (Schwalbe, 2013). This divulges...
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...Running head: BOTTLING COMPANY CASE STUDY 1 Bottling Company Case Study BOTTLING COMPANY CASE STUDY 2 Abstract In this assignment, I am a manager at a major bottling company and the customers have begun to make complaints that the bottles of the brand of soda produced at the company I work for have less than the advertised 16 ounces of soda. My boss wants me to solve the problem and has asked me to investigate into the situation. I have the employees on the floor pull 30 bottles off the line at random from every shift which I assume is from three shifts and I have asked the employees involved to measure the amount of soda there is in each of the 30 bottles. The Mean, Median and Standard Deviation The mean or average of a data set is simply the average of all the numbers in the set. To find the average mean add up all the numbers in the data set and divide by how many numbers in the set. In this situation, there are 30 bottles with the weight of 14.5, 14.6, 14.7,14.8,14.9,15.3,14.9, 15.3, 14.9,15.5,14.8,15.2,15,15.1,15,14.4,15.8,14,16,16,15.8,14.5,14.1,14.2,14,14.9,14.7,14.5, 14.6,14.8, and 14.6. The total is 446.1 and divided by 30 and the mean is 14.87. The median is calculated by arranging the data in order and selecting the middle point and in this data set the median is an even number so we have to add the...
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...CASE STUDIES Case Study 1 (13.1) Issues 1. The SEC is often called the “watchdog” of corporate America. How does it assist in preventing fraud? 2. According to the summary, why did the Waste Management executives commit the fraud? 3. You are an ambitious manager in the sales department of a company and have just received the upcoming year’s targeted earnings report. You are concerned that top management has set revenue targets for your division that are practically unreachable. However, anticipating a promotion to vice president of sales if your division maintains good performance, you are determined to reach management’s goal. What actions would you take to satisfy management’s expectations and still maintain your integrity? On March 26, 2002, the SEC charged six Waste Management executive officers for the perpetration of a five- year financial fraud. The following is an article summarizing the SEC’s complaint against these officers: The complaint names Waste Management’s former most senior officers: Dean L. Bun troth, Waste Management’s founder, chairman of the board of direct ors, and chief executive officer during most of the relevant period; Phillip B. Rooney, president and chief operating officer, director, and CEO for a port ion of the relevant period; James E. Koenig, executive vice president and chief financial officer; Thomas C Hau, vice president, corporate controller, and chief accounting officer; Herbert Get4 Senior vice president, general...
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...CRM Best Practices: A Case Study of an Indian Private Bank Kallol Das* and Renuka Garg** The current study attempts to conduct a study of deployment of CRM Best Practices in the context of Indian retail banking, specific to an Indian private sector bank, one of the largest banks in the country with presence in 17 other countries.The research objective involves describing how the selected bank is deploying the CRM Best Practices toward building relationships with their retail customers. The case study method is the recommended research method in such situations when we deliberately want to cover the contextual conditions because they may be highly pertinent to the phenomenon of study. The study identifies 29 CRM Best Practices after extensive literature review. There are six sources of evidence that can be used for triangulation of data. The current study uses only two to three sources of evidence and as a result the construct validity of the case study research is affected. Though several research papers have been published in the area of CRM practices, no publication was found, across the countries, in connection to CRM Best Practices. Introduction RM has been a part of marketing literature since more than a decade. Interestingly, there is still much debate over what exactly constitutes CRM (Sin et al., 2005). According to Parvatiyar and Sheth (2001), some of the themes represent a narrow functional marketing perspective while others offer a perspective that is broad and paradigmatic...
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...will develop a customer service plan for the simulated business Innovative Widgets. You will gather the background information from the simulated business from your Student Workbook and any information about Innovative Widgets that you may have created in the course of completing learning activities in the Student Workbook. The page numbers in blue refer to the appropriate section of your Student Workbook. Case Study – Innovative Widgets Established in 1952, Innovative Widgets is the largest producer of widgets in Australia. All information about the company and the entire case study can be found in your workbook on the following pages: * pages 2-4 * pages 11-12 * page 42 * page 63 * pages 70-71 * pages 98-99. Assessment task Based on the case study you have read, develop a customer service plan for Innovative Widgets. You will also write a one page reflection on your plan. Your customer service plan should include * vision and mission statements * product standards * policies and procedures for market research, complaints and managing records. Please ensure that * your plan is easy to understand by employees * your plan includes clear and labelled charts, tables or diagrams where necessary * you demonstrate your understanding of customer needs and building customer relationships * you include references to relevant legislation Innovative Widgets customer service plan Vision * This is a statement...
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...either private or public to management or another official (Moran, 2008). They will review how whistleblowing is protected by law and how it affects individuals. The case study seeks to look at the case of Luke Sheldon and determine what law if any, supports his position. Whistleblowing is simply the act of reporting wrong doings. Those actions or alleged wrongdoing can be classified in several ways ranging from violation of company policy/rules, law, regulation, or threat to public interest/national security, fraud, and corruption. OSHA's Whistleblower Protection Program enforces the whistleblower provisions of more than twenty whistleblower statutes protecting employees who report violations. Section 11(c) of the OSH Act prohibits employers from discriminating against their employees for exercising their rights under the OSH Act (US Department of Labor). The rights include filing an OSHA complaint, participating in an inspection or talking to an inspector, reporting an injury, and raising a safety or health complaint with the employer. The Whistleblower Protection Act (“WPA”) of 1989 was designed as a method to safeguard workers who report these major violations of the law. The Act prevents them from being discharged or otherwise retaliated against by their employers. If workers have been retaliated or discriminated against for exercising their rights, they must file a complaint with OSHA within 30 days of the alleged adverse action. In the case study, Mr. Sheldon is working on...
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...Working Paper Series No. 59 Sexual harassment in the workplace: a literature review Carrie Hunt, Marilyn Davidson, Sandra Fielden and Helge Hoel Manchester Business School, University of Manchester Sexual harassment in the workplace: A literature review Carrie Hunt, Marilyn Davidson, Sandra Fielden and Helge Hoel The Centre for Equality and Diversity at Work Manchester Business School, University of Manchester 2 © Equal Opportunities Commission 2007 First published Summer 2007 ISBN 978 1 84206 033 9 EOC WORKING PAPER SERIES The EOC Working Paper Series provides a channel for the dissemination of research carried out by externally commissioned researchers. The views expressed in this report are those of the authors and do not necessarily represent the views of the Commission or other participating organisations. The Commission is publishing the report as a contribution to discussion and debate. Please contact the Research and Resources team for further information about other EOC research reports, or visit our website: Research and Resources Equal Opportunities Commission Arndale House Arndale Centre Manchester M4 3EQ Email: research@eoc.org.uk Telephone: 0161 838 8340 Website: www.eoc.org.uk/research You can download a copy of this report as a PDF from our website, or call our Helpline to order a copy: Website: Email: Helpline: www.eoc.org.uk/research info@eoc.org.uk 0845 601 5901 (calls charged at local rates) ...
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... | |Email address |rissajay@hotmail.co.uk | BSBWOR501B Case Study Please read through the following Case Study and complete and submit at least two of the following templates, with a final report containing recommendations. Please download these templates from eCampus, in the same area where this document is located. • A Training Needs Analysis (TNA) • Set a schedule for future training • Key Performance Indicators • Priority Matrix The report should contain a maximum of 450 words (approx. 1.5 pages) in total. Refer to your completed attachments and explain the processes you have undertaken to respond to this Case Study: • Identify current issues within this Case Study • Explain training/development strategies you are recommending for rectifying the situations • State the reasons for selecting the training/development you are recommending, and finally, • Provide some simple recommendations for the organisation to ensure core skills are maintained and built on in the future. |Situation | |An organisation is frequently receiving complaints about the behaviour, and standards of work of an Administration Team (total of 3 | |administrators) in a medium sized organisation. They manufacture, supply...
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...Operations Management 4BIM502 Assignment No. 1 Abdurahman Haji 12159352 Adam Al-Ghariyani 10594805 Word Count: 2650 Question 1). The post-construction issues that have come to surface regarding the Northstar HyperMall within the last three months are varied yet linked. These issues are of such importance in relation to the reliability – (According to Hollins and Shinkins, 2006 ) “The most important aspect of any product or service...something performing to specification” that they became the focal point of the General Manager’s (GM) area of concern. These problematic reports have dealt a destabilising blow to the future of the newly constructed Mall by Northstar, forcing the management to ensure that measures are taken both to identify and devise a solution in order to rectify the situation, ultimately restoring efficiency and thus heightening the chances of a success. Issues with relation to Customer Service are of great value, as this is where the interaction between the customer, the staff and all other products and services encompassed within the Northstar Mall facility take place. However, validity of the feedback/suggestions and general comments/complaints must be assured in order to gain a non-bias and factual foundation on which to view options to proceed. In the world business, on multiple planes, the quality of the service provided to the potential customer is paramount, as this service is what, when placed in conjunction amongst other variable factors...
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