...Viewpoint * Reimi, operations manager Problem Statement * How can Reimi improve the profitability of the establishment? Key objectives * Improve profitability of the establishment * Achieve quota sales every week * Decrease costs Areas for consideration * Employees * Inventory * Facility Layout Alternative course of action * Design the place/ facility in to better and more attractive, such as adding bands, themes, promotional events Advantage * It can build its competitive advantage and help attract more customers Disadvantage * It will acquire more costs * Deduct the number of full time employees, add part-time employees and train them to be pleasant to the customers Advantage * It will help decrease labor costs Disadvantage * There could be unexpected high demand of customers, so there could be problems in serving them due to lack of employees * Forecast demand and reduce inventory of products/ingredients/materials on days that it is not selling Advantage * There is inventory control and will help decrease inventory costs Disadvantage * There could be shortage of products/ingredients in case of unexpected high demand that will cause unsatisfying customers. Recommendation As an operation manager, since, the size of establishment is only 80 square meters so the place is too small and the employees are too many for it. Considering the fact that most of the weekdays have fewer customers, so...
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...Keller Graduate School of Management Case Study 1: Guest Satisfaction at the Convention Center Hotel Week 3 Irene Garcia Vilardosa HOSP582 Survey of Hospitality Management Dr. Pratt Introduction In order to be successful in the market it is not sufficient to attract new customers. Managers should also concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry, customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Problems with front office In order to solve the customers dissatisfaction issues related with check in and check out, Frank should take into account the reservations and have more employees working at front desk when the number of reservations is higher so they do not have to be waiting for a long time. During major arrivals and departures days, the staff has to be increased so that the guests are quickly addressed and they can continue with their trips or business without wasting too long. Problems with housekeeping When dealing with a situation as described in which rooms are not ready, there are usually two possible options to consider. Either the housekeeping staff is not enough considering the number of...
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...RETENTION RESEARCH PAPER Nurse Retention 07/28/08 Contents Introduction Literature review Plan of action Discussion Conclusion Introduction The priority goal of every hospital leadership team is to develop and retain a stable workforce that provides high quality patient care (Missouri Hospital Association [MHA], 2005). Nurse retention and recruitment are the top issues that all health organizations are facing in nowadays. They most effectively develop strategies not only to recruit nurses, but to retain experienced and knowledgeable bedside nurses who will deliver an excellent care. Practical retention plans and strategies are crucial to the financial and quality outcomes of an organization (Golden, 2008) Factors that are contributing and affecting nurse retention and consequently causing workforce disruption are related to high turnover, aging workforce, and job dissatisfaction. Literature Review Turnover is costly to an organization, creating significant financial burdens and affecting morale and clinical quality (Golden, 2008). Although the full impact of staff nurse turnover on hospital costs has not been assessed, costs associated with recruitment and hiring, personnel processing and training of new nurses are known to significantly increase as result of high turnover (Weisman, Alexander&Chase, 1981). There are several factors that contribute to hospitals currently high turnover...
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...1. | How can a manager build employee trust? Choose 1 answer | | A. | | Identify only very general job skill changes | B. | | Provide specific job loss and change information | C. | | Provide employees information on industry growth potential from innovation | D. | | Identify and be negative about the change with employees | E. | | Provide very general change information | | 2. | A change vision must be developed and clearly conveyed to all members of the firm. What aspect of the change vision should management communicate to employees? Choose 1 answer | | A. | | Nonsupportive management views | B. | | How the employees will be affected by the change | C. | | A summary of major rumors regarding the change | D. | | Vague images of the proposed organizational structure | | 3. | What are the four types of strategic change? Choose 1 answer | | A. | | Cost cutting, process, structural, social | B. | | Cost cutting, process, capital, structural | C. | | Structural, cost cutting, process, cultural | D. | | Capital, process, cost cutting, cultural | | 4. | What level of political action has broad long-term strategic impact? Choose 1 answer | | A. | | Network | B. | | Department | C. | | Coalition | D. | | Individual | | 5. | Surprise and fear of the unknown are reasons people resist change. How might this reaction manifest itself through employee behavior? Choose 1...
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...EMPLOYEE ATTITUDES AND JOB SATISFACTION Lise M. Saari and Timothy A. Judge This article identifies three major gaps between HR practice and the scientific research in the area of employee attitudes in general and the most focal employee attitude in particular—job satisfaction: (1) the causes of employee attitudes, (2) the results of positive or negative job satisfaction, and (3) how to measure and influence employee attitudes. Suggestions for practitioners are provided on how to close the gaps in knowledge and for evaluating implemented practices. Future research will likely focus on greater understanding of personal characteristics, such as emotion, in defining job satisfaction and how employee attitudes influence organizational performance. © 2004 Wiley Periodicals, Inc. “Happy employees are productive employees.” “Happy employees are not productive employees.” We hear these conflicting statements made by HR professionals and managers in organizations. There is confusion and debate among practitioners on the topic of employee attitudes and job satisfaction— even at a time when employees are increasingly important for organizational success and competitiveness. Therefore, the purpose of this article is to provide greater understanding of the research on this topic and give recommendations related to the major practitioner knowledge gaps. As indicated indirectly in a study of HR professionals (Rynes, Colbert, & Brown, 2002), as well as based on our experience, the major...
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...intervention based on the Leader-Member Exchange (LMX) model was tested against a control condition The effects of this intervention were hypothesized to depend on the initial quality of the LMX relationship Thus, employees having initially low LMXs with their immediate supervisor were compared to cohorts having initially higher LMXs It was hypothesized that employees having initially low LMX would respond more positively (after adjusting for regression effects) to the leadership intervention than those having higher quality relationships. Analysis of interaction effects indicates that comparing the leadership intervention condition to the control condition, the initially low-LMX group showed significant gams in productivity, job satisfaction, and supervisor satisfaction compared to the initially high-LMX group The initially low-LMX group also perceived significantly higher gains m member availability and support from their supervisors than the initially high-LMX group. The initial quality of LMX appears to moderate the leadership intervention effect in the hypothesized direction. The implications of these results are discussed The dynamics of the processes that produce social structures (Weick, 1969) between persons in hierarchical organizations have been termed role making (Graen, 1976). Research on role making in leader-member dyads has indicated a consistent pattern characterized by leader-member transactions. In exchange for positional...
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...LETTER of TRANSMITTAL Date: To Nargis Begum Lecturer of business administration World university of Bangladesh Dear Madam, This report entitled “job satisfaction of an industry” is an integral part of our academic program for the BBA degree we have worked various aspects on this matter. We are grateful to you for giving is this exposure to achieve tremendous real life experience during this work. We put the best performance on it. It’s been a pleasure for us to submit here with our dissertation, which has been prepared under the smart and dynamic leadership of a personality like you, again we gratefully thank you for the part of your experience, knowledge and views you share with us. We pray and hope that you would kind enough and grant us and obliged there by. Your sincerely Shohel Rana BBA, 31st A World University of Bangladesh ACKNOWLEDGMENT This report consists of the contribution of several individuals and institutions. At the beginning we would like to pay my gratitude to the almighty Allah for given us the ability to work under all circumstances, then we would like to thank and our heartiest gratitude goes to prof supervisor Nargis Begum, lecturer world university of Bangladesh. Who approved the proposal and gave a comprehensive idea in completion of the report without her guidance and assistance this work would not have been possible for us to complete. We would like to thank the authority of “………..” to give us the valued opportunity...
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...Measuring Customer Satisfaction Introduction – Customer Satisfaction The definition of customer satisfaction is very simple. A customer is satisfied whenever his or her needs, real or perceived, are met or exceeded. So how do you know what the customer needs, wants and expects? It’s very simple. You ask, and then you provide what the customer wants and more (Gerson, 1993, p.17). There exists an interaction between the desired results and customer satisfaction, customer loyalty and customer retention. Without the customer it is impossible for any business to sustain itself. Achieving the desired results is frequently a result of customer actions. Any business without a focus on customer satisfaction is at the mercy of the market. Without loyal customers eventually a competitor will satisfy those desires and the customer retention rate will decrease. There are several levels of customers: 1 1. Dissatisfied customer - Looking for someone else to provide product or service. 2. Satisfied customer - Open to the next better opportunity. 3. Loyal customer - Returns despite offers by the competition. Dissatisfied customers are an interesting group. For every one that complains there are at least 25 who do not. Dissatisfied customers by word of mouth will tell eight to sixteen others about their dissatisfaction. With the web some are now telling thousands. 91% of dissatisfied customers never purchase goods or services from the company...
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...IMC and Customer Satisfaction Strategy Running Head: IMC and Customer Satisfaction Strategy MKT 500 Integrated Marketing Communication (IMC) and Customer Satisfaction Strategy Professor Thomas L. Matula, Ph.D November 27, 2011 IMC and Customer Satisfaction Strategy 1 Integrated Marketing Communication (IMC) and Customer Satisfaction Strategy Advertising is important in any line of business. Advertising is how a business makes money and stay strong. There are many different ways to advertise a business and the advertising methods should fit each category being targeted. If the appropriate advertising method is used it could possibly add more customers which would increase the revenue. There are other things important when it comes to advertising such as monitoring if the advertising methods are working and also keeping track of customers’ experiences and how they feel about the product or service being offered. In this report, Cupcake Jewel’s advertising strategy, the effectiveness of advertising, promotional strategies, approach to measuring customer satisfaction, and how gaps in customer expectations and experiences will be handled will be discussed. Discuss the company’s advertising strategy and how it aligns with its marketing goals. Advertising Strategy Cupcake Jewel has a certain market that is targeted and the advertising strategy is based on each of the targets. The targets are different so therefore the advertising strategy for each one varies. Cupcake...
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...Linking Customer and Employee Satisfaction to the Bottom Line Also Available from ASQ Quality Press: Analysis of Customer Satisfaction Data Derek R. Allen and Tanniru R. Rao Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results Earl Naumann and Steven H. Hoisington Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification Terry G. Vavra Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs Terry G. Vavra Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, Second Edition Bob E. Hayes The Trust Imperative: Performance Improvement through Productive Relationships Stephen Hacker and Marsha Willard Customer Satisfaction Measurement and Management Earl Naumann and Kathleen Giel Performance Measurement Explained: Designing and Implementing Your State-of-the-Art System Bjørn Andersen and Tom Fagerhaug Value Leadership: Winning Competitive Advantage in the Information Age Michael C. Harris To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our Web site at http://qualitypress.asq.org . Linking Customer and Employee Satisfaction to the Bottom Line A Comprehensive Guide to Establishing the Impact of Customer and Employee Satisfaction on Critical Business Outcomes Derek R. Allen and Morris...
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...Chapter -IINTRODUCTION1.1Job Satisfaction:Job Satisfaction is the favorableness or un-favorableness with which the employeeviews his work. It expresses the amount of agreement between one’s expectation ofthe job and the rewards that the job provides. Job Satisfaction is a part of lifesatisfaction. The nature of one’s environment of job is an important part of lifeas Job Satisfaction influences one’s general life satisfaction.Job Satisfaction, thus, is the result of various attitudes possessed by anemployee. In a narrow sense, these attitudes are related to the job undercondition with such specific factors such as wages. Supervisors of employment,conditions of work, social relation on the job, prompt settlement of grievancesand fair treatment by employer.However, more comprehensive approach requires that many factors are to be includedbefore a complete understanding of job satisfaction can be obtained. Such factorsas employee’s age, health temperature, desire and level of aspiration should beconsidered. Further his family relationship, Social status, recreational outlets,activity in the organizations etc. Contribute ultimately to job satisfaction.1.2 FACTORS INFLUENCING JOB SATISFACTION The major factors influencing job satisfaction are presented below:SUPERVISIONTo a worker, Supervision is equally a strong contributor to the job satisfactionas well as to the job dissatisfaction. The feelings of workers towards hissupervisors are usually similar to his feeling towards the company...
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...Comcast: How to Satisfy the Unsatisfied Worker Comcast Corporation is a publicly traded global media and technology company with two primary businesses, Comcast Cable and NBCUniversal. Comcast Cable is the nation's largest video, high speed internet and phone provider to residential customers under the XFINITY brand and also provides these services to businesses. Comcast headquarters is in Philadelphia. Comcast applies the latest innovation and technology to entertain, inform and connect people in new ways. As a company uniquely positioned to inform, empower, and inspire, Comcast embraces the opportunity to create conversation and mobilize action. They believe it's not just about moving the business forward; it's about moving people forward. Comcast has gone through many organizational changes and acquisitions like many global companies. Employees in the call centers feel that with all the changes made the company has lost sight of the employees’ wants and needs. Comcast has a great health benefits package, free cable service, employee engagement activities, incentives, perks and discounts with other companies, and a great financial benefits package. However employees are still unsatisfied because of the things they used to have such as Christmas parties, Christmas bonus, bigger productivity bonuses and a more laid back atmosphere. Employees in the billing department use to receive comp time off and received higher commissions. The Chicago Division...
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...SAJEMS NS 13 (2010) No 3 237 The relaTionship beTween employee moTivaTion and job involvemenT S Govender and SB Parumasur School of Management Studies, University of KwaZulu-Natal Accepted March 2010 Abstract The study aims to assess the current level of, and relationship between, employee motivation and job involvement among permanent and temporary employees in various departments in a financial institution. This cross-sectional study was undertaken on 145 employees who were drawn by using a simple random sampling technique. Data were collected using the Employee Motivation Questionnaire (Fourie, 1989) and the Job Involvement Questionnaire (Lodahl & Kejner, 1965) and, was analysed using descriptive and inferential statistics. The results indicate that there are significant intercorrelations among the majority of dimensions and sub-dimensions of employee motivation and job involvement. Recommendations are presented to provide practitioners and managers with guidelines for enhancing employee motivation and job involvement respectively. JEL J28, M12 1 Introduction Motivating staff may be a critical factor in ensuring that an organisation thrives and succeeds in an increasingly competitive environment. The rationale is that, as employees become increasingly motivated to perform in their jobs, the likelihood of their becoming job involved increases significantly. Hence, the researchers postulate the existence of a direct relationship between motivation and job involvement...
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...Best Practices in Measuring Customer Satisfaction Lynette Diaz Devry University INTRODUCTION How do you know if your customers are satisfied? Are they more pleased with your company this year than they were last year? How does customer satisfaction of your customers compare that of your competitors? Does this affect your company’s profits? In order to answer these questions, you need hard data. You can do this by measuring and monitoring customer satisfaction on a regular basis. Customer satisfaction is linked to profitability. Keeping your customers happy will keep them loyal and if they are loyal they will buy more and refer your company to other customers. “Customer satisfaction is one of the strongest indicators of customer loyalty” (Lean Consulting Inc.) A study has shown the connection between a company’s profits and customer satisfaction. * “It’s six to seven times more expensive to gain a new customer than it is to retain an existing customer.” * “A 5% increase in customer retention can increase profits by 25% to 95%.” (Reichheld, 1993) There are many different practices to measuring customer satisfaction. Some of the best practices used are comment cards and formal surveys, focus groups, direct customer contact, field intelligence, studying complaints, and monitoring the internet. Depending on the industry, some work better than others. Customer cards and surveys work better in the retail industry. They can work well in finding out how each...
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...Strategic Plan Part III: Balanced Scorecard Sarah Jobst BUS/475 January 3, 2014 Ben Olmos The reason an individual opens a business is to be successful and usually to make a profit. My vision and my mission for my business are to be one of the most popular eateries in the metro Atlanta area. In addition, should be a highly respected business and not just another business serving food. Getting to know the customers on a personal basis and prove friendly service that is appreciable and that leaves customer with a sense of superior service that keeps them coming back. But mostly, the café will provide great food that people will enjoy to eat and crave. The vision for the café is to see it open at multiple locations throughout the surrounding so that the entire area has access to the unique options we offer. Financial Perspective Because the initial location will be in the metro Atlanta area, it can hold a considerable market share over other restaurants in that area. After that the financial perspectives include market share, the vision influences the market share in this way and it allows for enhancement of profitability and the competitive position. More restaurants around the metro Atlanta area can have the same supply chain operations...
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