...Customer feedback systems (CFS) are extremely useful in capturing the voice of the customer. A good CFS makes it easy for them to give feedback, and in addition enables effective service recovery and establish appropriate compensation levels. These allow an assessment and benchmarking of of the service quality and performance, drive learning and improvements, and create a customer service oriented service culture. When capturing the voice of the customer, many tools are available, such as market surveys, service feedback forms, mystery shopping and focus group discussions. The reason why a whole variety of tools have been developed is that they each have different strengths and weaknesses. Service marketers need to tailor and select a relevant mix of tools to jointly deliver the needed information. For instance, total market surveys and annual surveys measure satisfaction with all major customer service processes at a high level in order to obtain a global indicator of overall service satisfaction. However, they do not tell whether customers are happy or unhappy. They are also brief and unable to address issues in greater detail due to the sheer scope covered. Transactional surveys on the other hand are conducted after a specific service has been completed like immediately after a meal. This allows a more in depth questioning and could include open ended questions such as what you like best or like worst to improve the service. It is more actionable and tells whether the customer...
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...gave me the responsibility on my jobs and tasks day by day, the time elements in controls that I considered she used inside the company is the Feedback controls; the major reason is because she evaluate an activity after it is performed, as example every Friday after 12 pm I did a report, and she evaluated how much I advanced in my job and how this affected directly or indirectly the control on OCASA, what I did in my job was send and copy each of the invoice of the customers Monday to Wednesday, and Wednesday to Friday receive the checks or confirmation of deposits of each accounts receivables, Monday early she used the feedback control to develop a new strategy if the employee was inefficient on the job. Is important for controls in my opinion have a monitor of activities while they are carried out and I think she used this control concurrent on the weekdays to help to us, do a better job, because she observed performance and how the employee has been progressive if she noted that something is in bad communication immediately she took the time to correct the action and show to the employee was is the action that she/he fail, is better correct a action to the time and not correct many at the same time. Other important aspect that the control has in a good relation for the companies is create a base the communication and bring a feedback positive or negative can be constructive to the employee of course in order to maintain the position inside the company, and the...
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...adopting corrective actions when necessary. An achievement of control is when behavior and work procedures accord to standards and accomplishment of company goals. The basic control process is categorizing into four steps. The first step is establishing a clear standard. In the process of business, in order to measure the extent to which organizational performance is satisfactory or not, standard is a basic of comparison. A good standard, it must enable goal achievement, listen to customers’ comments, suggestion and complaints and benchmarking other companies. Steingraber (1990) stated that different people usually assume the planning and control responsibility, so the importance of the control process is to establish the standards. The second step is comparing actual performance to performance standards. Comparisons of actual performance with the standards performance are very important. Retailers are pretending to be customers as a ‘secret shopper’ to determine whether employees provide helpful customer service, it is the one way to verity that performance standards. It also can help the company to find out the extent and cause of the deviation. Deviation between actual performance and standards performances can be defined as a gap. The third step in the basic control...
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...Stefania Moll CGS3300 Final Exam 1. Information Security Auditing procedures fall into three categories: - Auditing around the computer- verifying processing by checking for known outputs using specific input. -Auditing through the computer – the checking of outputs, inputs and processes. -Auditing with the computer – the use a combination of client data, auditor software and client or auditor hardware. 2. International threats to IS include Espionage or Trespass. This means an unauthorized person is attempting to gain illegal access to the information of firms. Information extortion is when there is a threat to steal information. Sabotage or Vandalism involve defacing a firms website. The theft of equipment and information has become more powerful with the increase of storage. Identity theft is the deliberate assumption of another individual’s information to gain access to their financial information. Intellectual property theft affects individuals earning on income from royalties. Software attacks began in the outbreak era when malicious software infected computers worldwide to now profit driven websites today. Alien software is pestware running on a computer in which the individual has no knowledge of. Supervisory Control and Data Acquis. Refers to a large distributed measurement and control system used to monitor or control chemical, physical, or transport processes. Cyber terrorism and cyber warfare are attacks on computer systems through the Internet...
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...Brown-Corbin Business 508: The Business Enterprise April 28, 2011 Pros and Cons of Amazon's Diversification Amazon’s growth and diversification is unusual if only because it happened gradually and no one was expecting that it took off like it did. There have been both pros and cons to this growth. Since it was done gradually, there was little chance for it to backfire on Amazon. The design of the marketplace can help to influence success by improving the flow of information, thereby reducing stress and enabling buyers and sellers to function more effectively (McMillan, 2002). By setting the main page to show favorites based on prior purchases, Amazon was building a loyal customer base from which they could try different marketing and selling strategies with. The company used this customer base to expand and diversify, based on their needs and wants. They have also allowed small businesses and individuals to partner up with them to expand business even more. They helped to pioneer the Business to Consumer e-business during a time when many dot coms were going by the wayside. In doing this, Amazon provides better risk control in an ever changing economic climate by not being reliant on a single market. The cons of diversification include a lack of basic knowledge of a new industry, having double the sales team, and may be incompatible businesses (Diversification in Business, 2011). All Amazon had known since its conception was selling books. When they expanded to such...
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...Performance Management Performance Management – The means through which managers ensure that employees’ activities and outputs are congruent with the organization’s goals. Three Parts of Performance Management: a) Job Analysis - refers to the process of getting detailed information about jobs. b) Performance Appraisal – the process through which an organization gets information on how well an employee is doing his or her job. c) Performance Feedback – the process of providing employees information regarding their performance effectiveness. Model of Performance Management in Organizations Performance Planning and Evaluation (PPE) System – any system that seeks to tie the formal performance appraisal process to the company’s strategies by specifying at the beginning of the evaluation period the types and level of performance that must be accomplished. Purposes of Performance Management: Strategic Purpose – a performance management system should link employee activities with the organizations goals. a) Administrative Purpose – organizations use performance management information (performance appraisals, in particular) in many administrative decisions: salary administration (pay raises), promotions, retention-termination, lay-offs, and recognition of individual performance. b) Developmental Purpose – to develop employees who are effective at their jobs. ...
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...want to do it! In management, control has a different meaning. It is simply an information system that provides valuable feedback. In your textbook, control is defined as “the process of monitoring activities to ensure that they are being accomplished as planned and correcting any significant deviations” (Robbins et al., page 308). In other words, you measure the results you are getting and compare this with your objectives and then make any necessary adjustments. Managers who control the finances of an organization are often referred to as “controllers.” These managers use financial control measures on a daily basis. Project managers also use control mechanisms to monitor their projects. Control measures are determined at the beginning of a project and used throughout the life of a project to monitor time, budget, and project scope. The control measures give the project team valuable feedback on how they are doing. Just as feedback is a critical component in good communication, feedback is also a key factor in developing management controls. Measurement controls can be set up in virtually any area of an organization. One area that most people have experience with is the annual performance appraisal. An employee’s direct manager has traditionally conducted performance appraisals. Some companies are now successfully implementing a 360-degree feedback process, which involves other employees in the performance appraisal. Why is Control important? Control is important because...
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...A Balanced Scoreboard By Student’s Name Course Code+Name Professor’s Name University Name City, State Date Of Submission A Balanced Scorecard A balanced scorecard is a structure component system that consists of calculated management and plan. The two basic components of the scoreboard is often broadly essential to any organization particularly; government’s day to day business activities, an individual’s business and also to the non-governmental organizations – majorly to those that give service to the society without expecting any income in return (Daft 2009). It is necessary for the above mentioned organizations and business structures to essentially use the scoreboard due to the following reasons; • The use of the scoreboard contributes to the basic improvement in the communication structure of a country without comprising the country’s boundary i.e. both internally and externally. • The scoreboard also assists a particular organization by relatively being efficient in the provision of the essential data of the business. By doing this, it keeps both the business and the organization on toes i.e. it empowers the business or organization to achieve its set of objectives. • The scoreboard is also known to be actively monitoring the administrations performance in relevance to its set objectives. Origin The scoreboard was initially invented by two close associates namely; Dr. Robert Kaplan...
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...Earned Media When customers, the press and the public share a brand’s content, talks about the brand through word of mouth, or in other words discuss the brand, this means that the media is earned. Earned media is the publicity that happy customers spread and that the company deserves for delivery a good product or service. It also can be coming with an excellent marketing campaign (Combell, 2013). It could be word of mouth, blogs, forums and sites whereby products and services are conversed, Facebook and Twitter comments (Michael Brito, 2013). Loyal fans of a brand is able to obtain the messages and updates across on their own with these earned media. When an outsider of the company mentions on Facebook, Twitter, or any other social media channel, the company is gaining the benefits of earned media. Earned media can be as simple as a customer spreading positive word of mouth on the Internet right after using a brand and feel the want to share to others because he is satisfied with it. For example, a customer went to a restaurant and feel satisfied after experiencing a good service. He posted a status about his experience and tagged the restaurant location. His friends on Facebook can view the post and might want to find out about the restaurant if they are interested. Within a few moment, many people that uses Facebook is able to view the post when the customer receives “likes” or “shares” on the post about the restaurant on Facebook. The major benefit of earned media...
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...just need someone to help guide us in the right direction. There are only two high end salons in the area. Netta’s will set itself apart from the rest by providing exceptional customer service. The index of expanding online would be to 1) Give prominence to the skincare services 2) Secure a 20% boost in sales 3) Increase brand awareness. The business could benefit greatly from growing its online presence especially during this vulnerable time from the recession. Online marketing would make it much easier and more conservational to reach a growing customer base whose online focal point continues to increase. Promoting more intermingling between the customers, Cynthia and her staff will provide perfect occasions for improvements in matching personality characteristics with the products and services being offered. This is especially important because Netta’s accommodates several small towns in the surrounding area known as Henry County (e.g. Bassett, Fieldale, Collinsville, Stanleytown, Villa Heights, and Ridgeway). There are currently over 52,000 residents in Henry County (United States Census Bureau, 2013) Currently this business has a weak online presence. The website exhibits pictures of the products but with very limited product description. There is no social media presence, and lacks any customer feedback form. The website should be a continuation of the brick and mortar facility. The business would like to strengthen their sales, and expand their target...
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...ensuring customer expectations are met by understanding their product preference and deploying it in the manufacturing process. RQP is a disciplined approach to total process design and planning to achieve minimum in-process variation and deliver to the customers zero defect engines. Continuous production and quality process improvement:- Flexible work assignment and commitment to production Waste and scarp elimination Cost reduction activities Increased thru put by removing bottleneck A-2) Forming teams responsible for manufacturing, engineering, Quality Control, Production systems and supplier relationships. Laid down target levels for product and process characteristics adapting a Zero defects philosophy. Defective engines during the manufacturing process were scrapped adapting a no rework approach. Engine Exchange Program ; In case of engines which are already delivered to the customer or are already fitted into cars, where there are problems which cannot be solved by minor repair, engines are exchanged with new ones and the complaint ones are brought to the factory for evaluation. Complaint form and Action plan; Quality problem are logged in to a complaint form and action plan were prepared. Action plans has to be prepared within 24 hours and shall specify the defect, the solution and steps to prevent recurrence. Quality problems originating from out side the plants called for action plans of less than 24 hours. There for problems at the customer level...
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...aggressive and intolerant managing style what bring constraint within team he leads. This situation is clearly described on 360° performance review process. After acquisition Landon Care Product by Avant-Garde European multi-billionaire beauty company, stakeholder-owner decided to review efficiency and internal work cycle by initiating 360° performance review process. Mentioned tools is commonly is a feedback system and will allow to top management evaluate management and low level employees performance. More widely it will show gaps on management system and whole relationship within team. Alex’s manager Sam Glass provides her a 360° performance feedback review which was used for the first time in Landon. Sam Glass wanted that Sander will analyse those reviews and find out her strong and weak sides. Sam Glass has a very personal interest in keeping Sander at the organization, though Alex Sander stood with her own values, and treated the 360° feedback process as an unnecessary thing. ProblemS Based on 360° performance review system, I have summarized major positive and negative feedback and will try to expand problem. Level of Colleagues | Positive Behaviour | Negative Behaviour | Downward Comments | * Aggressive. * Ready to take any challenge. * Quick decision maker. * Entrepreneurship | * No involvement with team. * Lack in leadership skill. * Quick reaction. | Upward Comments | * Committed to the given task. * Multitasking capability. * Self-confident...
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...“I recommend this ebook to anyone interested in engagement.” Benjamin Niaulin, Public Speaker 10 ESSENTIAL PILLARS OF EMPLOYEE ENGAGEMENT Jacob Shriar Director of Customer Happiness TABLE OF CONTENTS 1 About The Author 2 Preface 3 Introduction: The Importance of Emotional Metrics 7 Pillar One: Giving and Receiving Praise 13 Pillar Two: Giving and Receiving Feedback 19 Pillar Three: What Makes Us Happy 25 Pillar Four: Employee Wellness 36 Pillar Five: You and Your Boss 42 Pillar Six: You and Your Co-Workers 48 Pillar Seven: Personal Growth 54 Pillar Eight: Company Alignment 58 Pillar Nine: Career Satisfaction 63 Pillar Ten: Ambassadorship 66 Conclusion ABOUT THE AUTHOR Jacob Shriar Director of Customer Happiness Jacob is the Director of Customer Happiness at Officevibe, and is on a mission to make the world of work better. He believes that everyone deserves to love their job, and be happy, healthy, and productive at work. He's passionate about startups and company culture, and believes you should never stop learning. 1 PREFACE Why Did I Write This Guide? I wanted to emphasize the importance of emotional metrics, and how they affect engagement. The HR department has a real opportunity to engage workers on a deeper, more emotional level. I want managers to be able to tell how happy and healthy their employees are. I want managers to be able to measure, optimize...
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...conditions have led to the changed vision of IIS which is: “Provide a broad set of products and services to consumer and small business customers using a model of customer intimacy that will build long-term relationships based on trust and value to the customer” (University of Phoenix, 2008, p. 1). This new vision has not been realized yet and therefore, the Executive Vice President of Marketing and Sales has been released of his duties and was replaced by Janet Angelo as new Executive VP of Marketing and Sales. A number of reasons contribute to the fact that why the transformation of IIS was not successful and these reasons are (1) no clear communication about how the change should take place, (2) no explaining and reinforcing on why the change should take place, (3) resistance to the change of key personnel, and (4) the goals to achieve were not aligned with the new strategy. No clear communication has been identified by Kreitner and Kinicki (2004) as one of the main reasons why organizational change initiatives fail. The communication of organizational change and no explaining and reinforcing on why the change should take place are critical success factors for organizational change (University of Phoenix, 2008). The resistance to change of key personnel is the result of the different expectations the key personnel has about the outcome of the customer-intimacy model. The urgency of the change has not been communicated clearly and effectively....
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...expecting revenue growth of 5% each year. With 25 employees, Mr. Stonefield is estimating a 10% turnover rate annually for the business. It is essential to develop a performance plan to maximize performance and minimum the turnover rate. To develop a strategic performance plan, I will expound on the alignment of the performance management framework to the organizational business strategy and the organizational performance philosophy. I will also complete a job analysis process to identify the skills needed for the employees and define the methods for measuring the employee’s skills. Additionally, the performance management plan will include a process for addressing skill gaps and develop the approach for delivering effective performance feedback. Performance Management Framework to the Organizational Strategy According to Cascio (2013), “[p]erformance management requires willingness and a commitment to focus on improving performance at the level of the individual or team every day” (p. 359). It is essential to define what performance is to ensure Landslide Limousine employees understands what is expected. It is recommended that Mr. Stonefield administer performance appraisals, as they can serve as a means to assist employees improve their overall criterions. Managers can utilize performance appraisals to recognize the potential of his or her employees and to assist in...
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