...Best Practices for Measuring Customer Satisfaction Dana Atchley Keller Graduate School Introduction There are several means for measuring customer satisfaction including surveys, focus groups, complaints analysis and user groups. Research of top companies around the world seems to suggest that the customer survey method is used more often than any other. There can be problems with data collection and analysis from surveys but technology is improving the measurement of data (Oakland, Beardmore, 1995). We now have computer software to take data, analyze and distribute results. This may be more accurate in reporting the statistics reducing human error, but the survey has to be correctly designed to ensure that data is not tarnished (Fogli, 2006). Measurement Methods The most popular method of measuring customer satisfaction is the survey. Most companies will use independent marketing firms to design and implement surveys that are customized to their industry. These companies can use postal questionnaires and telephone poles to collect data. Usually these questionnaires consist of around fifty questions rating the service on the five point Likert scale (Oakland, Beardmore, 1995). They focus around ordering, delivery, installation and their criteria for excellent suppliers. Telephone surveys are similar in the questions asked but added some different elements concerning competitors. These surveys not only expressed what the organizations are doing well, but...
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...Benchmarking: A permanent Process for Excellence Benchmarking is a process in which organizations evaluate various aspects of their processes in relation to best practices, usually within their own sector. It is also a process of identifying other organizations that are best at some facet of our operations and then modeling our organization after them (Operations Management, 9/e, Jay Heizer & Barry Render). It selects a demonstrated standard of performance that represents the very best performance for a process or activity. Benchmarking is `the continuous process of measuring products, services and practices against the toughest competitors or those companies recognized as industry leaders, (that is) ... the search for industry best practices that will lead to superior performance (Camp, 1989, 10). According to these definitions benchmarking helps organizations increase their performance. They compare and measure their policies, practices, philosophies, and performance measures against those of high-performing organizations. Benchmarking could be a onetime event but rather a continuous process in which organizations continually seek to challenge their practices. It is a continuous, systematic process of measuring products, services and practices against organizations regarded to be superior with the aim of rectifying any performance ``gaps’’ because of the existence of strong dynamics in the current business world. The aim of benchmarking is to identify competitive...
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...bandaging. Abstract Part of the role of the mentor is to “facilitate the selection of appropriate learning strategies to integrate learning from practice and academic experiences” (NMC SLAiP Standards 2008). Assessing and carrying out leg ulcer dressings is a vital part of working as a community nurse and this report describes how I as a mentor facilitated a student to assist with this activity and identifies some of the range of facilitative strategies to support learning in practice. It describes carrying out an activity, from preparation, implementation and evaluation of the activity, assisting my student to to evaluate her own learning, identify further learning needs and planning and management of how these learning needs can be met. Overall this report demonstrates how supervising a student in a learning situation, setting learning objectives and giving feedback are all part of the role of the mentorship. Background and introduction to the activity Student S is a year two semester two student nurse currently on her second week of a nine week community placement. At this stage she should be using evidence based practice and focusing on the service user. Student S has identified that wound care, rationale behind different dressings and types of bandaging is an area where she needs to gain more knowledge. Further practice in the practical aspects of using aseptic non touch technique and physically applying bandages was also identified as a learning need. Prior to going...
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...antifungal cremes cleansers and moisturizers. For 42 years, all Coloplast operations were contained within Denmark, however 97% of its revenue was generated by exporting its products beyond its national borders. In 1999 the company changed its philosophy and began to investigate off shoring its production facilities. In 2001 the first Coloplast production facility opened its doors outside of Denmark. The expansion took place in Tatabanya Hungary. This location was chosen because of cheaper labour and land rates, as well as a more favourable tax rate. The city is located in the Western region of the country which provided better infrastructure. Coloplast had no blueprint to navigate through the expansion process, and had to learn and develop best practises by trial and error. By 2004 the management team in Tatabanya had advanced the production system to the point where it was outperforming the longer established Danish facilities. In 2005 Coloplast revealed an aggressive plan of Strategy 2008. In this plan the company states it will strive to achieve a profit margin of 18% while maintaining 10% organic growth. A key pillar of this plan is the continued relocation of volume production to Hungary and further expansion to China. Coloplast is at crossroads, it needs to decide if it has learned enough from its first international expansion that it can duplicate and improve its success in new locations, or if it should delay new locations and focus on fine tuning its operations...
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...when accessing the network remotely? 3. What risks, threats, and vulnerabilities are introduced by implementing a Remote Access Server? 4. What is a recommended best practice when implementing a Remote Access Policy server user authentication service? 5. What is a Remediation LAN? 6. Explain the concept of a Remediation Server and traffic separation as it relates to remote access. 7. What is a VPN? Distinguish between VPN server, VPN client, VPN router, and SSL VPNS. 8. What is the difference between a tunnel-mode VPN and a split-tunneling VPN? 9. According to the Remote Access Policy STIG are personally owned devices considered acceptable to perform privileged (administrative) tasks on a DoD network? 10. When connected to a public network or shared public Internet access point, what are some precautions that remote users should take to ensure confidentiality of communications? 11. What are the three types of remote access users as defined by the DoD in the Secure Remote Computing STIG v2r5? 12. What are the additional elements required of a network architecture if the enclave is to support remote access through the public Internet? 13. Name three security best practices for mobile workers as defined in the Secure Remote Computing STIG. 14. True or False. A Thin Client is a pc or laptop without a hard drive or storage space. ...
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...Simulation MBA Capstone Tasks: Best Practices If you are in the MBA Capstone course, you can see the light at the end of the tunnel. These best practices are designed to help make the stretch of your educational journey as smooth as possible. A mindset of excellence Your MBA Capstone tasks should reflect your highest quality work; your current state of excellence. The standards are high for the capstone tasks. Doing just enough to get by or good enough will result in re-work and re-submissions. The best practice is to strive for excellence. Read for understanding Read the course of study, task instructions, and task rubrics. Seek clarification on any points that might be subject to multiple interpretations. Do not assume; know. The best practice is to be prepared by reading for understanding. Capsim Simulation The designation of MBA indicates the ability to lead and manage both vertically and horizontally across an organization. It is the ability to maximize organizational success by understanding the organization as a system of integrated and interdependent parts. Successful completion of assessments in your MBA courses signals that you know the theories and competencies; the simulation is an opportunity to demonstrate and apply your skills. The best practices are listed below. 1. Read the Team Member Guide; understand your role and the roles of other team members. 2. Complete the Capsim pre-work. 3. Understand the simulation is challenging, time intensive...
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...------------------------------------------------- Performance based services CON 280 CON 280 Defining Performance Based Services The Federal Acquisition Regulation defines performance-based acquisition as “the means an acquisition structured around the results to be achieved as opposed to the manner by which the work is to be performed.” (FAR 2.1) Specifically performance-based services involve strategies, approaches and various techniques that assist with defining a service requirement based on performance objectives. There are specific characteristics that must exist in order for a requirement to be considered a performance-based acquisition and each characteristic influences and shapes the others. One of the most important characteristics necessary for a performance-based service acquisition is the performance work statement. The performance work statement, commonly known to acquisition professionals as the PWS is defined as the following: a statement of work for performance-based acquisitions that describes the required results in clear, specific and objective terms with measurable outcomes.” The performance work statement is the backbone of a performance-based service contract because it is responsible for specifying the definitive expectations of work that is necessary for the successful performance of a contract. As a contracting officer I am just as accountable as my customers to ensure that the performance work statement describes...
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...Best Practice Manual for Supervisors MGT/210 8/18/2011 Lisa Newman The purpose of a best practice manual for supervisors is to provide a reference guideline for new supervisors. As a reference, this manual could serve as a training aid for supervisors and a management resource for performance evaluations of employees. The manual contains an overview of the best practices to use for the following supervisory responsibilities: • Demonstrating communication skills. • Determining effective orientation and training methods. • Improving productivity for teams. • Conducting performance appraisals. • Resolving Conflicts. • Improving employee relations The approaches described in this manual will assist supervisors in providing the best and most effective solutions to any problems the employees or supervisors might face. This guideline will ensure that supervisors are aware of the objectives and standards to follow to help improve employee’s production. Demonstrating communication skills is one of the most important skills a supervisor can have. Supervisors should be able to direct, motivate, and persuade their colleagues in order to maintain an acceptable working relationship that will encourage positive results. A large part of all three of these skills is the ability to listen and absorb the ideas of others (Rue & Byars, 2004). Active listening skills help supervisors absorb their employees concerns. The key to being an active listener is...
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...Upon Research, the following are found to be the competitive advantage if CEMEX. * Continued innovation * High level of commitment to customer service and satisfaction * Proven post-merger integration expertise (PMI) * Efficient production, distribution and delivery processes through information system * Ability to identify opportunities in developing countries CEMEX is one of the world's largest building materials suppliers and cement producers. Founded in Mexico in 1906. They supply cement to CEMEX has operations extending throughout the world, with production facilities spanning 50 countries in North America, the Caribbean, South America, Europe, Asia, and Africa. CEMEX’s holds and controls the number 1 rank market shares in almost all countries they are in. this ensures them profit from their customers which are global construction firms or even individuals building their home. CEMEX is the has the largest market share. CEMEX has already established itself as a well known and reliable brand in terms of their product that why their product is heavily preferred by their customers whether firms or individual. CEMEX also acquires companies to extend its market coverage all over the world and it is successful because of its post merger integration and their CEMEX way. CEMEX standardized business processes, technology, and organizational structure across all countries while simultaneously granting countries certain operational flexibility. Opportunity...
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...Innovation in Entrepreneurial Organizations The nature of entrepreneurial organizations is that they have the capabilities and competencies to create a culture of embedded behaviors that support the constant focus on identifying and subsequently taking advantage of profitable opportunities. In other words, they exist to find and take advantage of opportunities that have the highest potential return. Bateman (2010) states that, “…an entrepreneurial venture has growth and high profitability as primary objectives. Entrepreneurs manage aggressively and develop innovative strategies, practices, and products” (p. 238). Entrepreneurial organizations do this by being willing to try new things, challenge the status quo, and test out new processes. They encourage creativity, risk taking, and continuous learning and improvement. However creativity must then be harnessed and developed by innovation and it takes innovation to turn great ideas into something of value. Thus innovation should be considered fundamental to an entrepreneurial organization’s success. What then is innovation? Bruton (2012) says it well when he concludes that innovation is, “…a process of intentional change made to create value by meeting opportunity and seeking advantage.” (Innovation, para. 1). And although product innovation is a very important aspect of their business, it is only one area that entrepreneurs are interested and excited about. Rasmussen (2013) explains, “The very nature of innovation is changing...
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...Assignment #1 Problems and Best Practices in Retention Question 1 What three problems might an organization have with the issue of employee retention? Explain why they could be a problem. There are many reasons an organization may have with the issue of employee retention such as; money, mergers, health benefits, family reasons, etc. The three problems I believe are money, health benefits and work overload caused by a merger. Higher salary is the number one reason why employee looks for change. When employee feels they are not being paid adequately and the differential in pay between new and longer term employees, they are more likely to leave. For instance, an organization average annual pay increase is approx. 4% however employees perceive that the newcomers are paid better. The second problem might an organization have with the issue of employee retention is the benefit programs. Employees feel that they pay too much for health insurance, especially prescription drug programs. An Organization offers their employees the opportunity to choose a benefit package that is best for their family. The employee has an option to choose from high premium low out-of-pocket cost or low premium high out-of pocket cost benefit package. Whichever one an employee decides to choose, their health insurance still cost too much. The third problem would be work overload caused by a merger. Departments being understaffed and the employees feel as if their workloads are too heavy...
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...“Analyzing the Compliance practice of With respect to Worldwide Responsible Accredited Production (WRAP)” A Study On Clifton Textile & Apparels Ltd, Baizid Bostami, Chittagong. (THIS INTERNSHIP REPORT IS SUBMITTED FOR THE PARTIAL FULFILLMENT OF THE DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION WITH A MAJOR IN HRM) Prepared By: Abdullah Al Mamun Matric No: R101195 Program : MBA Semester : Autumn 2011 Internship Duration: 1st September, 2011 to 1st December, 2011 Submission Date: 11th June, 2011 Department of Business Administration Faculty of Business Studies International Islamic University Chittagong “Analyzing the Compliance practice of With respect to Worldwide Responsible Accredited Production (WRAP)” A Study On Clifton Textile & Apparels Ltd, Baizid Bostami, Chittagong. (THIS INTERNSHIP REPORT IS SUBMITTED FOR THE PARTIAL FULFILLMENT OF THE DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION WITH A MAJOR IN HRM) Prepared By: Abdullah Al Mamun Matric No: R101195 Program : MBA Semester : Autumn 2011 Supervised By: Mr. Abdullah Ahsan Mamun Lecturer, DBA, IIUC Internship Duration: 1st September, 2011 to 1st December, 2011 Submission Date: 11th June, 2011 ____________________ Signature of Supervisor Department of Business Administration ...
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...Walmart’s stock has been the poorest performer on the big board since the DJI reached its nadir some 3 years ago. The alarming answer is that Walmart’s traditional everyday low price (“EDLP”) positioning is less competitive in the very economic environment in which it seemed designed to prosper. Consumers are more stressed than ever, but now instead of blindly accepting that Walmart has the lowest prices …always… these struggling digitally enabled cybershoppers are surfing the net comparing Walmart’s prices with their competitors. And there are LOTS of competitors, ultra low priced Dollar Stores and hi-lo food retailers, category killers such as Best Buy and Home Depot. Let me give one simple personal example. Yesterday my wife came home from Publix with two huge boxes of Cheerios, which she bought on special for $5. On its best day, Walmart could not match this price or that of dozens of promo items at numerous retailers including Publix, not exactly recognized as the low price leader in Florida. When the issue is item price and consumers are armed with a price comparison capability, the balance of power tilts away from the EDLP retailer. To its credit Walmart’s management has long foreseen the weakness of EDLP as a consumer positioning. They have clung to it because Mr. Sam himself mandated it and it worked for...
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...Customer Satisfaction: Best Practices Customer Satisfaction is the most prominent factor in the success of a company. It is what puts the wheels in motion for a company to establish a strong foundation while simultaneously fulfilling it’s overall purpose to offer the goods and services that it is designed to provide. Consequently; in order to maintain that status and to provide valued goods or services to those customers in which any company is marketing to, it has to understand the customers needs and more specifically what provides the customer with complete satisfaction. Understanding the customer’s needs and what they require in order to be satisfied, opens up doors and provides the company with the opportunity to generate financial growth, repeat business, and a competitive advantage. In doing so, research has indicated that the best practices to measuring customer satisfaction; is to assess the goals that a company expects to deliver and identify the targeted customer, like: the existing, former, potential, or internal customers. Once a company identifies what their targeted goal is and who the targeted audience may be it is imperative that they then seek input from the customer by asking the customer for feedback. The Voice of the Customer (VOC), (Evans & Lindsay, 2011) is the “customer requirements, as expressed in the customer’s own terms (p. 201).” To develop a clear understanding of what a customer requires in their own terms, companies have been using...
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...Project Management Best Practices In the project management world, the development and utilization of best practices is the key to success for projects of all shapes and sizes that yield the highest quality result. Finding the perfect balance between the organization, observing, and governing of projects help organizations reach the goals and objectives set by shareholders and executives. Best practices can be determined by finding simply what works best. Organizations can determine this a couple of ways. One way is to benchmark, or compare practices used by other organizations that are similar to yours. (Veatch, 2011) If a company in your industry is striving, using philosophies or techniques that are commonplace to them should become familiar to your organization. Another way is to use techniques such as postmortem meetings after the closure of projects to determine what worked and what did not. Listening to your resources and determining what was helpful in reaching the goals outlined in the project, or finding out what was an interference can outline practices that will spell success for future projects. Having postmortem meetings itself can be a best practice. It’s always a smart business decision to continue to find ways to improve. David Herron and David Garmus from the Davis Consulting Group, outlined that analysis of quantitative data collected, such as size, effort, duration, and defects along with qualitative data, such as process, methods, skills...
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