...operational feasibility are assessed here What is concept development and evaluation: * To product a description of the service that represents its specific characteristics and then determine initial customer and employee response to the concept What is market testing: * A tangible product might be test marketed in a limited number of trading areas to determine marketplace acceptance of the product as well as other marketing mix variables such as promotion, pricing, and distributing systems What is post introduction evaluation: * The information gathered during commercialization of the service can be reviewed and changes made to the delivery process, staffing, or marketing mix variables on the basis of actual market response to the offering. * Formalizing the review process to make those changes that enhance service quality from the customer’s point of view is critical What is a service blueprint: * A picture or map that portrays the customer experience and the service system, so that the different people involved in providing the service can understand it objectively, regardless of their roles or their individual points of view What is onstage contact employees: * The activities that the contact employee performs that are visible to the customer * A host would be an onstage employee What are support processes: * Section of the blueprint that covers...
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...success theory proposes the system quality and information quality affect users usage and satisfaction with information systems, further determining organizational performance (D&M) service quality. The new model argues that system quality, information quality and service quality affect usage and user satisfaction, further affecting net benefits such as increased knowledge sharing and lower costs. Also the case is talking about the TAM and the trust concepts. So the system quality here reflects the stability, navigation and layout of mobile sites. Mobile service providers need to rely on a reliable and well designed interface to deliver ubiquitous information and services to users. The Hypothesis that the author has indicated in this research are: 1. H1: system quality, information quality and service quality significantly affect perceived ease of use. 2. H2: system quality, Information quality and Service quality significantly affect perceived usefulness. 3. H3: System quality, Information quality and Service quality significantly affect user trust. 4. H4: perceived ease of use significantly affect perceived usefulness. 5. H5: Trust significantly affect’s perceived usefulness. 6. H6: Perceived ease of use significantly affect user satisfaction. 7. H7: Perceived usefulness significantly affect user satisfaction. 8. H8: Trust significantly affect user satisfaction. Conclusions:...
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...COURSES 1& 2 The Intangible Economy: an Overview. Understanding Economic Change Generally speaking and according to our perception at present, we could say that production and products pertain to the material universe: production, which is based on natural resources and energy, is fundamentally tangible. We got so used to this idea that we do not attempt to analyze it any more. Our economic and legal constructions are based on production, ownership and exchange of tangible goods. Economy, as it appeared after the industrial revolution, comprised activities related to the transformation of natural resources and was mainly an economy of goods. Under the mass production system with homogenous goods, the knowledge content of goods was low and the most important phase of the production process was manufacturing, since firms relied on economies of scale for market performance. Hence, the tangible aspects of factors of production were the most important (productivity thereby explained by the amount of physical capital and quantity of labor employed). Nevertheless, with the development of the economy and society as a whole, the importance of knowledge increased, leading to information and ideas playing a crucial role in determining economic performance. Nowadays, the knowledge content of goods is higher, and the pre- and post- manufacturing phases are crucial for value creation. The new type of economy that is emerging is more about a shift of mindset relating to building and...
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...technology is an amalgam of some wonderful inventions of the 20th century in electronics and communication. During a very short span of time it has acquired an important place in almost all aspects of human life and is found everywhere these days. For most of us, it is hard to image daily life without the influence of technological devices, be it handheld video games, personal digital assistants, cell phones or any number of computers. Through this paper the study on “IMPACT OF INFORMATION TECHNOLOGY” on students and at work place and also the satisfaction level of using IT by these two groups of people have been shown, the advantages and disadvantages of IT. This paper also reflects the problems faced by the students and the employees working in the organization. The objectives of this paper are: • To study the impact of information technology on Students, at work place and on general public. • To study the satisfaction level of using information technology. • To study the problems faced by them. In the research methodology I have taken both primary data as well as secondary data. In the primary data I have made a questionnaire to find out the impact of information technology. In the secondary data I have collected the information from different age groups respondents, from various reports and journals published by different authors and from reports of various study group or working groups appointed by Government from time to time. After analysis I came to following...
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...---------------------------------------------------------- SECTION – A (All questions are compulsory) Write short notes on the following: 1. Word of Mouth 2. Service marketing triangle 3. Service channel 4. Supplementary services 5. Service Quality 6. Service Encounter 7. 7 P’s 8. New product Development 9. Packaging of Services 10. Service Perishability SECTION – B (Attempt any five questions) 11. Explain in detail the impact of technology in services. 12. Discuss the characteristics of service marketing. 13. Explain, how can the various gaps of service quality be closed? 14. Write a note on the marketing management of financial services. 15. Discuss the difference between perception of service quality and customer satisfaction. 16. What are the steps involved in preparing Blue Print? 17. Explain the factor affecting pricing of services. SECTION – C (Attempt any three questions) 18. Explain the characteristics of services. 19. Write in detail the factors involved in Design and Development of service marketing system in an organization. 20. Explain the concept of market of educational services and the marketing approach of an educational institute. 21. Discuss the characteristics of a good service guarantee. Evaluate the following...
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...MANAGEMENT IN MYDIN 4 2.1 Business Expansion 4 2.2 Warehouse Recordkeeping System 5 2.3 Development Change to Improve IT System 5 3.0 LEADERSHIP IN MYDIN 6 3.1 Four Factors of Transformational Leadership 6 4.0 CUSTOMER SATISFACTION IN MYDIN 8 5.0 KEY PERFORMANCE INDICATOR 13 5.1 Balanced Scorecard 13 6.0 SWOT ANALYSIS 18 7.0 TOW MATRIX 27 8.0 RECOMMENDATIONS 28 9.0 CONCLUSION 30 1.0 CORPORATE OVERVIEW 1.1 Company Profile Mydin is a Malaysian chain of hypermarket, supermarket and emporiums. MYDIN was incorporated on 23 July 1991 under Companies Act 1965, as a private limited company under the name of Melati Makmur Sdn Bhd. On 17 January 1992, the Company changed its name to MYDIN MOHAMED & SONS SDN BHD. On 25 June 2001, the company became MYDIN MOHAMED HOLDINGS SON BHD and is presently known as MYDIN MOHAMED HOLDINGS BHD which is a family business. MYDIN business activity is in retailing and wholesaling. Each branch has their own business category, based on the capacity of goods traded. The categories comprise hypermarket, emporiums, mini market, convenient shops, franchise stores and bazaar. Currently, MYDIN operates 90 outlets nationwide. With the motto “Why pay more, buy at wholesale price”, MYDIN willing to listen to their customers and provide the best services in respect to fulfill public interest. In the other sides, MYDIN strategically meets their suppliers or vendors by working with them on a “win-win” situation through build good relationship...
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...UNDERSTANDING CUSTOMER NEEDS Barry L. Bayus Kenan-Flagler Business School University of North Carolina Chapel Hill, NC 27599 (919)962-3210 cherryflavorine@gmail.com January 2005 Revised November 2007 prepared for Shane, S. (ed.), Blackwell Handbook of Technology and Innovation Management, Cambridge, MA: Blackwell Publishers The comments of the following people on an earlier draft are greatly appreciated: Sridhar Balasubramanian, Dick Blackburn, Paul Bloom, Ed Cornet, Ely Dahan, Abbie Griffin, Steve Hoeffler, Erin MacDonald, Jackki Mohr, Bill Moore, Vithala Rao, Allan Shocker, and Gal Zauberman. Introduction Touted as the “most significant category innovation since toilet paper first appeared in roll form in 1890,” dispersible (flushable) moist toilet tissue on a roll was introduced in the United States by Kimberly Clark in 2001. According to a corporate press release, Cottonelle Fresh Rollwipes was a breakthrough product that “delivers the cleaning and freshening of pre-moistened wipes with the convenience and disposability of toilet paper.” Internal market research seemed to indicate that there was a clear customer need for a new product to supplement dry toilet paper. Surveys and focus groups revealed that over 60% of adult consumers had experimented with a moist cleaning method (e.g., using baby wipes, wetting a washcloth, sprinkling water on dry toilet paper) and one out of four used a moist cleaning method...
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...culture of the organization. How should managers deal with these challenges? How should such cultural appreciations be brought in to the discussion to develop and implement the business strategy? Cultural change is strategic change It is important to understand cultural change as also involving strategic change. Strategy can be considered as a cultural production that may involve cultural adaptation, or transformation, or both. This conceptualization is particularly useful if the organization is “betwixt and between” cultures and organizational identities i.e. a local authority department aspiring to become a commercially driven company. I will use a case study of such an organization that was changing from a council department into a Limited Liability Partnership to flesh out some ideas that illuminate the relationship between strategic development and organizational culture. Culture is not like a skin that an organization can discard as it selects a new organizational culture that is perceived to have strategic fit with its commercial strategy. In my view culture is the organization. Therefore, when an organization faces considerable market forces to change its strategy it can not simply change its culture at will to avoid cultural and strategic incompatibility. The organization has to recognize the miss match between its culture and its strategy and factor the cultural change process in terms of time and resources into its strategic change programme. Many...
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...Contents 1 Understand how business and consumer purchase transactions differ 2 1.1 Describe the purchasing process used in b2b and b2c 2 1.2 Explain how use of professional buyers affects the buying process 3 1.3 Analyze variables in purchasing 5 2 Understand EDI and Electronic transactions 6 2.1 Explain how electronic transactions can reduce paperwork and delay 6 2.2 Examine how EDI has developed and laid the foundations for b2b e-business 7 2.3 Evaluate the use of different Electronic Payment Systems 8 3 Be able to demonstrate the benefits of electronic transactions to supply chain management 10 3.1 Create a diagram for an e-business supply chain 10 3.2 Write a report on the advantages of e-procurement 11 3.3 Present an analysis on the flow of information in a typical logistics operation 13 3.4 Demonstrate the benefits of electronic processes in integration of supply chain management 14 4 Understand issues in e-business including quality recruitment and security decisions in an organization 15 4.1 Explain how the issues of trust and security apply to supply chain management and other e-business operations. 15 4.2 Evaluate how the internet can be used for communication with prospective/current employees 18 4.3 Assess the issue of quality for an e-business 19 4.4 Review the development of the internet technologies on b2b industry networks and b2c markets 21 References 22 1 Understand how business and consumer purchase transactions differ ...
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... Values: - Guide the organization’s thinking and actions. - Dimensions: Prosocial, Market, Financial, Achievement, Artistic - They define: * What metters: where people will spend time and energy * Actions: the way companies operate (decision-making criteria) Layers of Organizational Culture: 1) ESPOUSED VALUES (Core values and guiding principles) - Strategies, plans, philosophies, company regulation, working method, company’s goal - They require everyone to obey ENACTED VALUES Values and norms that are actually exhibited or converted into employee behavior) 2) OBSERVABLE ARTIFACTS Dress, acronyms, awards, myths, stories, ceremonies, ways of communicating 3) BASIC ASSUMPTIONS Actions inconceivable in a certain culture (unsafe behavior, refusal to learn languages,…) Outcomes associated with Culture: * Attitudes and Behaviors * Job Satisfaction * Commitment * Intentions to stay in the company * Quality of communication Four Functions of Organizational Culture: Establish who the company is and what it stands for, to drive energy around that is really important to promote social system stability and to shape behavior by helping members make sense of their surroundings. Understanding Organizational Culture: Sustainability and Values: - Sustainability is not just about conserving resources for future generations; there are many elements to sustainability which are laden in values where no amount of conservation or cleaner...
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...controlling. 11) Determining who reports to whom is part of the controlling function of management. 12) Directing and motivating are part of the controlling function of management. 13) When a manager performs the controlling function of management, he must monitor and evaluate performance. 14) Figurehead, leader, and liaison are all interpersonal managerial roles according to Mintzberg. 15) Disturbance handler is one of Mintzberg's interpersonal roles. 16) According to Robert L. Katz, managers need to have technical, human, and conceptual skills. 17) Technical skills become less important as a manager moves into higher levels of management. 18) Conceptual skills are less important to top managers. 19) In order for organizations to survive successfully, managers must create a customer-responsive organization. 20) Innovation is confined to high-tech and...
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...of tomorrow with learning, competencies and skills that can significantly contribute to the growth of the organization. XLRI has always been proudly associated with academic excellence, personal values and social concern. It has been the crucible of leadership training for over 60 years and its banner is held high by a fine breed of alumni who serve as “change agents” thereby adding a new dimension to their corporate role. This integral and value based formation will greatly assist our students to be innovative, competent and creative leaders. They are groomed in a manner as to serve as agents of continuous improvement and change. It was in 1997 that XLRI recognized an unfulfilled need for formal management training at middle and senior levels of corporate strata. The result of that thought process was the General Management Programme, which has ever since, transformed several industry professionals into veritable leaders who reflect the standards and values of XLRI at various organizations. Recognized by AICTE, the programme places emphasis on stringent admission procedures for selecting the students who are then exposed to a rigorous training regimen which leads them along a journey of rediscovery. Focused academics, structured pedagogical approaches, competition and program rigor, constantly provide the opportunity to assess and reform one’s own abilities. Through these phases, emerge a competent group of leaders ready to take on the challenges that the...
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...------------------------------------------------- EXPLORING THE PRINCIPLES FOR INCREASING INTEGRITY, OBJECTIVITY IN EXTERNAL AUDITS. Authors: Dosch, Robert J. rdosch@business.und.edu Haskins, James P. jhaskins@business.und.edu O'Keefe, Timothy P. tim.okeefe@business.und.edu Source: Information Management Journal. May/Jun2013, Vol. 47 Issue 3, p32-36. 5p. Document Type: Article Subject Terms: *RECORDS management *FINANCIAL statements *AUDITING *DATA integrity *AUDITING standards *BUSINESS records -- Management *OFFICE management *ELECTRONIC data processing Geographic Terms: UNITED States NAICS/Industry Codes: 518210 Data Processing, Hosting, and Related Services 561110 Office Administrative Services 561490 Other business support services Abstract: The article discusses how integrating the records and information management (RIM) process and Generally Accepted Recordkeeping Principles in the financial statement audit process will improve audit objectivity and integrity. It states that RIM professionals have an important role in the audit process as the objectivity and integrity of information are crucial to the quality of audit outcomes. It explores the framework of an external audit in the U.S. which are done in compliance with the General Accepted Auditing Standards. ISSN: 1535-2897 Accession Number: 89184390 ------------------------------------------------- EXPLORING his article proposes that incorporating the records and information management...
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...communicating, delivering and exchanging offerings that have value for customers, clients, partners and society at large Marketing Exchange * Exchange: is defined as the mutually beneficial transfer of offerings of value between the buyer and seller. A successful exchange involves: * Two or more parties * All parties must benefit * The exchange must meet both parties’ expectations * Value: is defined as a customer’s overall assessment of the utility of an offering based on perceptions of what is received and what is given * Value = quality / price * Value = benefits expected / benefits received * A Market is a group of customers with homogenous (similar) needs/wants * Geographic markets * Product markets * Demographic markets * Players in the market are: * Customers, consumers * Clients * Partners * Society * Ethics: a set of moral principles that guide attitudes and behaviour * Law and Regulatory Bodies: governs the conduct of individuals plus org behaviour, ensuring actions are beneficial/acceptable to society * Corporate Social Responsibility: businesses have an obligation to act in the interest of societies that sustain them * Stakeholders: individuals, organisations and other groups that have a rightful interest in the activities of a business including: * Owners, employees, customers, partners, government The Marketing Mix * A marketing mix describes...
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...Develop and Implement a Winning Trading System Tushar S. Chande, PhD John Wiley 61 Sons, Inc. New York • Chichester • Brisbane • Toronto • Singapore • Weinheim This text is printed on acid-free paper. Copyright © 1997 by Tushar S. Chande. Published by John Wiley & Sons, Inc. Data Scrambling is a trademark of Tushar S. Chande. TradeStadon, System Writer Plus, and Power Editor are trademarks of Omega Research, Inc. Excel is a registered trademark of Microsoft Corporation. Continuous Contractor is a trademark of TechTools, Inc. Portfolio Analyzer is a trademark of Tom Berry. All rights reserved. Printed simultaneously in Canada. Reproduction or translation of any part of this work beyond that permitted by Section 107 or 108 of the 1976 United States Copyright Act without the permission of the copyright holder is unlawful. Requests for permission or further information should be addressed to the Permissions Department of John Wiley & Sons. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional services. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging in Publicaton Data: Chande, Tushar S., 1958Beyond technical analysis : how to develop & implement a winning trading system / Tushar S. Chande...
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