...confronting Xyberspace is the method of allocating expenses associated to their training and educational services group in 1999. Since the services group’s actual cost has gone beyond its original budget and the consulting group didn’t received as many as training session as planned at the beginning of the year, the actual allocation rate charged to each training session has changed to $665, resulting in an extra $112 per session and 67,200 in total for consulting group. This result no wonder makes David Anderson feel unfair because his group have to cover some overrun spending which originally allocated to training groups while training groups’ absence for training session is the reason for increasing the cost. From the situation Xyberspace faced up to, we can conclude that even though allocating cost based on actual usage can allocate all the expenses, it is not practical and reasonable enough. It is hard for services group to control cost. As David says the group can just pass the budget variance off to other groups and they don’t need to responsible for any inaccurate of their budget. Additionally, the single rate method fail to explicitly reflect the real cause-and-effect relationship of the cost pool to the cost objects. Among services group’s expenses, there are some indirect costs that are not directly related to any particular training sessions and amounts of sessions. Both consulting and customer group should pay for these indirect costs no matter how many session they actually...
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...largest retail pharmacy-which led to the development of their growth strategy. Furthermore, CVS continually strives to “reinvent” the pharmacy and make healthy living a fundamental part of their customers’ lives. (Biesada, 2014) Initially, these strategies were influenced by the company’s mission statement and purpose. According to the CVS website, the company’s mission is to “provide expert care and innovative solutions in pharmacy and health care that are effective and easy for our customers” (CVS caremark corporation: History, 2014). Clearly, CVS is in business to provide expert care, although it would appear that not all of their individual pharmacists share the same feelings. Based on research conducted, it would appear that there is a general lack of customer service training as some pharmacists have allegedly been behaving rudely towards customers. Throughout the course of this initiative, we will be discussing the gaps that have been found and we will develop a training program that we hope will help alleviate these problems and allow CVS to fully realize their mission. Part II: Needs Assessment Pharmacy Prescription Practices As a result of organizational research, we have determined that there is a distinct gap between the company mission to provide expert care, and how they are actually conducting business, as evidenced by “CVS Refused to Fill my Prescription, Is This Legal (Boyd, 2008)?” According to Danah Boyd, one pharmacist refused to fill her prescription...
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...owners a full time dog care services that utilize a refined development system. Le Chien dog daycare will implement the following benefits that are important to the customers: accessibility, customer service, competitive pricing. Situation Analysis Le Chien dog daycare is a start up business. Implementing a marketing plan will be influential in visibility and generate sales. Le Chien dog daycare offers Fort Lauderdale, FL a full service dog care and these services will be different from the rivalry in the course of advanced training and learning. Market Summary Through a lot of research, Le Chien daycare has accumulated good information regarding the market and is aware of many common attributes of key customers. Le Chien dog daycare will capitalize on this information and continue to study who is served, recognize needs, and how Le Chien dog daycare can best capitalize on. Le Chien dog daycare is providing Fort Lauderdale pet owners a full time dog care services for their every day activities. Le Chien dog daycare will implement the following benefits that are important to their customers: Accessibility: The facility is centrally located in a high traffic business complex and is open from 6:00 a.m. to 7 p.m. from Monday thru Friday. Customer service: Treating the customer like they are the most important with the way we will treat their pets. Le Chien dog daycare is reinforcing employee to participate on different level of training on how to exercise the...
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...Human Resource Management Overview Becca Langum HRM/300 May 9, 2016 Susan Bradley Abstract In the following pages, we will discuss the creation of a Human Resources Department in a new healthcare insurance organization called Care for You. It will include a 6-month plan of the items and actions the new Human Resources Department will need to focus on. This department will be a one-person department for the near or far future. This document will identify the three factors that will be considered for the formulation of the department along with the four functions this human resource department will focus on. We will discuss how the Human Resource Department aligns with Care for You’s strategic plan and services the employees. Human Resource Management Overview Care For You is a not-for-profit organization who recently obtained regulatory approval to start offering their new medical insurance policies on the Federal Exchanges for 2017 policies. Over the next 6 months the Human Resource Department will be partnering with the operations department to develop a plan to get the department up and running. This document will explain how and what we are planning to implement. Month 1 The first month we are focusing on finding a third party vendor to handle all the payroll accounts and recruiting. Contracts with vendors can take time and we need to make sure we have everything in place getting those contracts approved and in place. Outsourcing these functions will allow time...
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...The customer care of CTS Unit: Customer care Group Award: The Financial Service SCN: 135667390 Candidate’s Name: Ru Jun Wei HND Centre XianDa College of Economics and Humanities Shanghai International Studies University Supervisor: Geoffery Date: 23/4/2014 Table of Content Introduction 3 Introduction of the China Travel Service company: 3 History: 3 Today: 3 Future: 3 The reason to choose the CTS 4 The suitability of standards for customer care which have been set by the organization. 4 The mission statement 4 Analyze 4 Comment the standard set by company 5 To employees 5 To customers 5 Comment 5 Compare with the international aviation industry standard. 5 To employees 6 To customers 6 Compare with this company 7 The effectiveness and efficiency of China Travel Service` s customer care strategy. 8 The human resource department 8 The financial department 8 Comment: 8 Suggestions 9 1. Improve the customer care efficiency. 9 2. Improve the customer aftercare. 9 Reference 10 Introduction This report is to present about the customer care of China Travel Service, and in this report will introduce the details of China Travel Service and its customer care, and some suggestions...
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...Marketing Plan for Mini Miracles Principles of Marketing Final Project April 2014 Executive Summary Mini Miracles is a full-service 24-hr child care/development facility that cares for children from age three months to thirteen years. Mini Miracles will be concentrating on the upper end of the market, single professional parent to dual professional parent. These personally ambitious parents are typically eager in terms of their children's development and are willing to pay to have their children attend the best facilities. Through specialized training of the support staff and innovative learning systems, Mini Miracles is cutting edge in terms of child development. The curriculum, coupled with a custom designed facility and a low caregiver/child ratio ensures a top-shelf service for the children and the parents. Mini Miracles expects to become profitable by the end of the first year, and has projected $40,000 as the revenue for year three. The Challenge Mini Miracles is a 24-hr Child Care and Transportation Service is a full service Family child care facility that specializes in providing dependable 24-hr child Care 365 days a year. We have an infant/toddler program that transitions into our preschool program. Both programs are taught by a certified private preschool teacher. Our program is all inclusive so special needs children are welcome. We provide transportation to and from area schools for 6-12 year olds. We can pick up ...
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...Healthcare Training and Development Measuring the employee competence is vital for healthcare organizations. This will show why training and education are important in the health care field. An organization will be able to track and evaluate how effective their training program is. Training and development programs will only make an organization and their employees stronger. Education Education is very important when it comes to working in the health care field. English and language skills are very important because it helps one to communicate their ideas clearly. Communication skill is vital in any job whether one is dealing with their coworkers, managers, or patients. Good communication skill will also allow employees effectively to state their ideas, plans, or goals. Science and math skills will allow employees and managers to do basic calculations in their minds or on paper. This can come in handy in healthcare when a nurse or doctor is calculating dosages or in counting medical supplies (Santiago, 2011). Most company’s when hiring employees are asking for the applicant to have certain levels of education. In health care employees go to schools that specialize in healthcare due to the technology, procedure, policies, and equipment that an employee will have to use in his or her job. Most companies, especially healthcare facilities do offer a development program that allows employees to continue or further their education. By healthcare facilities offering education...
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...Superior health services A business Proposal to inprove efficency and customer satisfaction Proposal Number: HCS325-01 Executive Summary Background Superior health services is delighted to put together this proposal for services to aid Health Care Resources, Inc.in achieving its goals for improving customer satisfaction through teamwork by providing training and post-training support the increase volume of patient calls. We have partnered with dozens of health care organization throughout the Southeast—health care organization committed to improving the customer experience through feedback, accuracy of information, and updated technology. Superior health services is a noteworthy health care management company located in Houston, Texas. Focusing on teamwork in the department we close the gap between customer experiences and improving efficiency. We offer various programs that will streamline operations that are enriched with essential business techniques. We have specialists who are trained in business styles that increases productivity and customer service. Objective Health Care Resources, Inc. is in need of skillful recommendation that provide methods to improve response time for customer questions, improve upon weakness in customer satisfaction and improve efficiency. Due to the increase in call volume in past year, Superior health services must find ways to improve CSR (Customer service representatives) efficiency using current staff and the additional...
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...You are working as an intern with MacTaggart Consulting, an organisation who deliver training on customer-related issues. As part of your training you have been asked to write an evaluative report on the customer care culture of an organisation of your choice. Other interns are based in different parts of the consultancy. You have been encouraged to keep in touch with each other and form a mutual support group. You decide to call a meeting with the other interns to discuss the report task. Your mentor says she would like to come along to hear how things are going and she offers to chair the meeting. Send out an invitation to the meeting by email. Since this is a notice of meeting it should include the topic, the date and time, and a proposed venue. You need at least four interns at your meeting. Don’t forget to ask them to get back to you with availability as well as the details of their chosen organisation. You will need these details for your agenda. Once you know who is attending, create an agenda for the meeting. Each intern will speak about the organisation they’ve chosen and how their research is progressing. This means each person will be responsible for one agenda item. Prepare your own agenda item. This will involve making notes on your progress so far; what you’ve found out about your chosen topic; what difficulties (if any) you’ve encountered; and what proposals you’re considering. You can create a brief electronic presentation if you think it...
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...Health Care Interview Cassie Dickson HCS/235 August 10, 2015 Darnecia Garner Health Care Interview Chris Rael is a critical technician that works in the trauma department at St. Francis hospital located in Colorado Springs, Colorado. He spent 10 years on ambulance support for St. Francis in addition to being a critical technician. Chris got is bachelor’s degree in sports medicine as well as I'm instructor for American heart association CPR instructor and state certified EMS instructor. Chris has spent many years helping patient receive to quality care at St. Francis. Chris primary role at St Francis as a lead critical care technician is to support doctors/ nurses in a wide variety of situations ranging from cough and colds to full blown traumas and cardiac arrests. A critical care technician is typically an emergency medical technician (EMT) with advanced training. These professionals help conduct initial assessments, treat patients as necessary, and participate in community health education events. Technician are thoroughly educated in ambulatory operations and response systems. Chris has ten years of experiences as an EMT which now gives him extensive knowledge to do the critical care technician duties at the hospital. Who’s your primary customers? Our primary customers are anyone who comes through the doors, weather they have insurance or not. Age range varies from night to night, we see infants to elderly. These patients usually are in need...
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...Webber Sunbeam Healthcare A Business Proposal to Improve Efficiency and Customer Service by Focusing on Teamwork Prepared for Mary Ivyland Senior Vice President, Business Development Sunbeam Healthcare Prepared by Anne Aquino Manager, Call Center Operations Sunbeam Healthcare May 06, 2013 Sunbeam Healthcare A Business Proposal to Improve Efficiency and Customer Service by Focusing on Teamwork Executive Summary Background Sunbeam Healthcare is a not-for-profit health care delivery system with a mission to improve the health of those they serve with a commitment to quality in all that they do. Sunbeam Healthcare’s goal is to provide quality care and programs that set community standards, surpass patients’ expectations and are provided in a caring, convenient, economical, and accessible manner. Objective Sunbeam Healthcare is aiming to improve efficiency and customer satisfaction in the Call Center department through teamwork and a widespread collaboration of everyone involved. The organization has to think about teamwork when it comes to customer service. The customer does not categorize individuals in the organization based on their business unit, department or position. They see them as one entity. Due to the budget constraints, the hiring of additional staff is not possible. Sunbeam Healthcare must find other ways to enhance and develop department productivity and customer service. Goals Sunbeam Healthcare has a firm commitment to excellence...
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...SERVICE MARKETING - assignment EMBA 2011-13 GROUP 2 80118110116 80118110096 80118110004 80118110010 80118110049 80118110066 80118110109 80118110035 Lokhandwala, Hussain Sainani, Neha Ashokkumar, Subha Bondre, Poulomee Kolah, Zelda Muni, Amit Thakar, Cheytan Gupta , Anu 1 TABLE OF CONTENTS ABOUT LAKME - INDIA .............................................................................. 1 LAKME PRODUCTS ..................................................................................... 2 LAKME SALON .............................................................................................. 3 SERVICE OFFERINGS .................................................................................. 4 MARKETING – 7p’s ..................................................................................... 5 SWOT ANALYSIS .......................................................................................... 7 GAP ANALYSIS.............................................................................................. 8 ABOUT LAKME - INDIA “Lakme is the Indian woman’s Beauty Sutra” – inspiring expression of her unique beauty and sensuality Lakme brings expert products and services that are borne out of true understanding of the needs of the Indian woman. They help the Indian woman in expression of her best self – sensual, original, expressive, alive and intuitive Lakme was the first major beauty brand in India owned by Hindustan Unilever Limited (HUL) with legacy of over 50...
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...restaurant business, Panera Bread has created community sustained restaurants called Panera Cares, where the customers decide what to pay for their food. Panera Cares is currently operating with positive margins based on this goodwill concept. Research shows that while some people cannot pay much or nothing at all, others that can afford to pay typically pay more (Ron Shaich, 2012). Panera Cares illustrates that business models do not always need to follow conventional management concepts. This concept is gaining recognition in the business world, local communities and also challenges other corporations to review their business models and strategies with consideration to the community and people that make them successful. Introduction Panera Bread has decided to take action regarding the slumping economy that has caused many Americans to go hungry. According to the US Department of Agriculture, last year, 17.2 million households faced food insecurity (Martin, 2012). The result of this growing epidemic is Panera Cares, a restaurant cafe where people can eat nutritious food in the same uplifting environment Panera is known for and pay whatever they can afford (Ron Shaich, 2012). Food insecurity in our country is the major concern of Panera Cares and is the heart of the company vision. A menu is available with a slight twist, no prices only suggestions; customers are encouraged to pay whatever they like. Each community cafe is self-sustaining; showcasing...
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...Jack Nelson's Problem 1. What do you think was causing some of the problems in the bank home office andbranches? There is clearly a problem with communication, and the effects are felt in thearea of employee commitment. Ruth Johnson who has been workingat the bank’s head office for last two months did not know what the machine she is usingis called or what is does. That shows that the bank did not give her sufficient training tofamiliarize herself with the name and the function of the machine. However, she didknow how the machine works, but this doesn’t mean that she has been trained properly.A huge problem in the bank’s home office is the lack of a proper Training program. It can be an in-house training program especially designed for the new employees at the bank or a practical on-the-job training program. This will give new employees the change to practice, observe others, ask questions, learn from mistakes and familiarize themselveswith the equipment that they are using. It is very important for the bank to utilize itsavailable resources. In this case the supervisor could have given her proper, on-the-jobtraining and informed and familiarized her with the name and function of the machinethat she operates. 2. Do you think setting up an HR unit in the main office would help? Of course I think itwould! Since there are HR-related problems both in the home office and in the branches, it isclear that if a personnel office were set up, it would need to help to coordinate...
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...1800-222-2100 April1, 2010 Executive Team Phoenix Advertising 111 Main Street Charlotte, NC 0001-0001 Dear Executive team: Until recently, the Roanoke branch of Virginia represented Phoenix Advertising vision to exceed and excel in customers satisfaction and the unparalleled leader of value-added support services and integrity in advertising and personal relationship. Unfortunately, as you may be aware of, in the last three months customers’ complaints have jumped drastically because of the quality of work produced at the Roanoke branch of Virginia. As you may all known, clients served from this branch are vital for the overall success of Phoenix Advertising. In an attempt to solve and restore the branch from this disease, I the vice president of Human Resources management at Phoenix Advertising present to the executive team the following proposal for revitalizing customers, employees and departments in order to restore the branch to full productivity and for the branch to regain its stellar position of excellence within the company. Background Since the opening of the Roanoke branch of Virginia in October 17, 2004, the branch employed less than 25 employees operating 98.7 percent efficiency with 0.02 of percent customers’ complaints. With high productivity and less complaints placed Roanoke branch of Virginia in a position of excellence compare to the rest of the 7 branches. To determine the root cause of the current poor...
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