...moral issues in stakeholder relations Johanna Kujala Introduction Empirical research on business ethics has traditionally concentrated on examining managers' attitudes to\yard unethical behaviour (e.g. Izraeli 1988, Preble & Reichel 1988, Small 1992) or toward moral dilemmas presented in scenarios (e.g. Cohen et al. 1993, Cruz et al. 2000, Kujala 2000, Reidenbach et al. 1991). A lot of attention has also been given to case studies describing lifethreatening or demanding situations, corporate tragedies or human catastrophes (e.g. Beauchamp 1993, Hoffman 1984, Post 1986, Sethi & Stedlmeier 1991, Shrivastava 1987, and Velasquez 1992). Although all these issues are of utmost importance, they more or less deal with unusual situations and unexpected behaviour, and they can be argued to be beyond the scope of issues on which the managers feel they can exert influence (Waters et al. 1986). It seems that empirical research on ethics in business should be more interested in how managers see the "ordinary life"; the everyday managing situations where they have to face many issues that are moral in their nature (Hosmer 1996: 1, Stark 1993). In the context of studying moral issues in business, the stakeholder approach has gained increasing support in recent years (Van Luijk 2000). It has been found to be a suitable tool for analysing a company's relations with its environment and for dealing with moral issues raised in these relations (Nasi 1995, Waters et al....
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...in the Cost of Quality (CoQ) analysis. 1.1 Identification of Cost Categories Based on Roberta’s current CoQ analysis, there are 18 cost categories with question marks that she either did not have data for or wasn’t sure about including. For the prevention costs, Roberta is having problem with the costs of marketing research, customer/user perception surveys/clinics, supplier quality planning, supplier quality planning, quality program planning and reporting, and other prevention costs. As mentioned earlier in the case, Roberta wasn’t sure how the marketing manager would feel about including marketing research as a category in the CoQ because it seems that marketing research as well as the customer perception surveys have no direct relation with preventing product defects. In fact, the fast development and introduction of new product is a key factor that differentiates Aqua Fun from their competitors in the same market. To ensure the quality of the new products before they are launched into the market, it is essential for the company to develop effective and well-designed production plan through market research and customer perception surveys. After developing the new product, the next stage would be picking the qualified supplier. Therefore the supplier quality planning should also be included in the CoQ analysis. For the quality management purpose, the... 2. 1. Cost of Quality Analysis A focus on quality management demands that the total cost...
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...common types of customer calls with various scenarios. The coaches will gage to see how New Claims supervisor performed the different levels customer service training specific developing certain skills of; empathetic listening, recall of the issue, critical thinking that will leave the employees and customers satisfied. In turn our employees will be happy with the support and Epic’s customer base will increase as our employee’s knowledge and skills grow. Coaching is a method of training the trainer has an active role in training the employee. | Scope Job coaches provide a multilevel training that will utilizes the latest training methods for improved leadership skills, employee relations, customer service performance and increase employee retention. Claims supervisor job coaches will provide 30 day training program that will include computer based applications, customer service scenarios along with on the job training and job simulations. Claims Supervisor will receive continued training after six months of hire with leadership developing simulation with different scopes of employee and customer service issues. They will have 14 hours of training simulation to be completed in a two week timeline to have the knowledge of what their Claims supervisor receive for their training. | Objectives 1. The objectives will include job coaching instruction, computer based videos and PowerPoint to instruct and properly lead/ handle employee relations and customer needs. 2. Recall...
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...Six Steps to Developing your Public Relations or Media Plan * Step 1: Define and write down your objectives for your public relations or media plan. How will you design your public relations campaign? Will it be designed to: * Establish your expertise among your peers, the press, or your potential clients or customers? * Build goodwill among your customer, supplier, or your community? * Create and reinforce your brand and professional corporate image? * Inform and create good perceptions regarding your company and services? * Assist you in introducing a new service or product to your market? * Generate sales or leads? * Mitigate the impact of negative publicity and/or corporate crisis? In order for your public relations and media plan to be successful, it's first most important to determine and define your objective. With a clear objective in mind you have laid the ground work to the complete the remainder of this tutorial. * Step 2: Define your goals in achieving this objective. It is important that your goals be specific, measurable, results-oriented and time-bound. These goals must be in-line with your overall business, marketing, and sales objectives. * Step 3: Determine who your target audience consists of. Who is it that you want to reach with this campaign? What do you want your key message to be? * Step 4: Develop a schedule for your public relation campaigns. Create synergy by coinciding your public relations...
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...one of the plants at the XYZ Corporation and will require the development of an external relations strategy in order to rebuild the corporate image of the organization. The goal of the XYZ Corporation will be to develop a communications and external relations strategy to explain the events that led up to the explosion at the plant and explains the steps that will be taken to fix the problem. The external relations strategy will coordinate the dissemination of information and effectively manage the crisis. An effective communication channel is needed to establish positive feedback throughout the organization. So then, a team is created specifically to implement these channels. This communications team will be responsible for assessing the situation, developing and implementing the communication plan and following up on the success of the plan. The communication team will develop a plan of action that will result in a more positive corporate image. This team will consist of: top executives from the XYZ Corporation, a PR person will be identified and the communication nodes will be determined. The PR will be used to establish the credibility of the corporation and to persuade the public to take a more positive view of the corporation. The team will also come up with the steps that it will take to repair the image of the corporation. Successful crisis management depends largely on developing a planned, integrated solution and a sustained communications approach (Berg, 2011). Next...
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...Building a Customer Service Strategy Hector Castellanos Busn-258-19281 Michial Schickedanz 1. If you were an owner or leader in this business, what could you do to help employees understand the value of excellent customer service? The organization needs to deliver a clear message from top management to bottom as to the importance of customer service. Company’s culture that sets organizational values, how business is to be done. HR training programs developed to deal with customer service, how to deal with difficult clients and complaints. Communicate to employee’s organizational strategy through a competent customer service approach, which is to develop customer retention and customer loyalty. Train customer service staff on key points such us knowing the customer and their needs, providing a good experience and setting customer expectations. “Companies need to educate employees to understand what it means to serve someone else, so that the employees step away from an “I did what I was supposed to do” mindset, and into the “I did what the customer really needed/appreciated.” It requires a move from training employees on the mechanics of service to educating them on the meaning of service. “Kaufman, Ron. (January 2015) Why your customer service training won’t lead to happy customers. Retrieve from http://eds.a.ebscohost.com/eds/resultsadvanced?sid=2102d773-103e-49bf-a4df-2c7a971eca63%40sessionmgr4001&vid=1&hid=4111&bquery=Why+your+customer+service+trai...
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...technology and innovation to provide products to its customers. Toyota should invest its capital and attention more to manufacture eco-friendly cars . 2. GM: General Motors is the U.S based firm and included in the largest car manufacturers in the competitive market. In the competitive market, there is an opportunity for the firm that the firm to pay attention on innovation and technological development to increase its customer . 3. Pontiac: Pontiac is the U.S based firm that also works in auto sector. The firm should pay attention on acquiring more customers for expanding its market. It is an opportunity for the firm to expand its business Under this opportunity, less effort is required from the side of firm to target and develop the market. In this, more investment in the use and development of environmental friendly techniques in manufacturing cars will be a low-hanging fruit for Mazda to enlarge its market in all over the world. In this opportunity, a short period of time is available for the firms to attain the opportunity in the marketplace. For Pontiac, customer's acquisition will be home run opportunity to enlarge the business and growth in the competitive market It indicates to the key players of the business in a particular industry. In this, innovation and technological development will be a single opportunity for General Motors. It will help the firm in attaining competitive advantage by developing efficiency of the firm through technological advancement...
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...discuss the following: factors involved in developing and managing an effective marketing communications plan, advertising and promotion programs for the new products, technology trends, and finally compare and contrast the marketing communication strategies for both your domestic and international markets. Developing and Managing an Effective Marketing Communications Plan Kudler Fine Foods is attempting to enter the international customer market in China and United Kingdom and an effective integrated marketing communication plan is essential for the success of the company. Because of globalization and increased competition in the international market, it is vital that Kudler Fine Foods concentrate their efforts on the targeted consumers’ satisfaction with their product. The integrated marketing communication plan will have to inform, communicate, entice, grow, and retain their customer base in the United States, China, and the United Kingdom. Marketing communications allow companies the ability to inform, persuade, and remind consumers about the products and brands that they sell. The voice of the brand can establish a dialogue and build relationships with consumers (Kotler & Keller, 2007). There are various methods of achieving those objectives and Kudler Fine Foods has to determine the most appropriate for their company. The communication plan depends on thorough marketing research about the targeted customer base such as income, demographics, culture, values...
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...Week 1: Event Analysis Guns in America Town Hall Public relations is the management of communication between an organization and its public through two-way communication and development of mutually beneficial relationships (PRSA, 2015). This includes consideration of internal and external publics and incoming and outgoing communication. Marketing is typically trying to sell something or developing a positive financial exchange. Public relations and marketing differ considering, public relations often focus on delayed impact and non-customer publics. Marketing does focus on both of these categories at times, however the area tends to focus on customer publics and more direct financial exchanges. The town hall event is public relations since the management of communication between the gun-control organizations and the public have a two-way beneficial communication relationship (Broom, 2012). According to the author, the nature of relationships between organizations and their stakeholders has been a subject of increasing study and discussion among public relations scholars. Developing and maintaining mutually beneficial...
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... II. The 4 P's of e-marketing mix III. Building an e-marketing Strategy Introduction : What is eMarketing? Very simply put, eMarketing or electronic marketing refers to the application of marketing principles and techniques via electronic media and more specifically the Internet. The terms eMarketing, Internet marketing and online marketing, are frequently interchanged, and can often be considered synonymous. eMarketing is the process of marketing a brand using the Internet. It includes both direct response marketing and indirect marketing elements and uses a range of technologies to help connect businesses to their customers. By such a definition, eMarketing encompasses all the activities a business conducts via the worldwide web with the aim of attracting new business, retaining current business and developing its brand identity. Why is it important? When implemented correctly, the return on investment (ROI) from eMarketing can far exceed that of traditional marketing strategies. The benefits of eMarketing over traditional marketing: Reach The nature of the internet means businesses now have a truly global reach. While traditional media costs limit this kind of reach to huge multinationals, eMarketing opens up new avenues for smaller businesses, on a much smaller budget, to access potential consumers from all over the world. Scope Internet marketing allows the marketer to reach consumers in a wide range of ways and enables them...
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...(Joyce & Woods, 2001). Products are developed with a differentiated approach. It assists the company to develop competitive advantage in the respective industry. Vision Statement Vision is what the company wants to attain in its coming years. To become a market leader through differentiation will be the vision of the beauty line organization. To accomplish the vision, product differentiation will be used. An innovative thinking will be followed to ensure creativity in the beauty care products in terms of their type (Joyce & Woods, 2001). To ensure the attainment of the objective, aggressive marketing of the beauty line organization will be performed. Key advertising and promotional tools will be applied to make aware the customers about company offerings (Goi, 2009). An attractive advertising campaign will be formulated to capture the attention of target...
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...Development Plan Summary Nicholas P. Szydlek Jr. University of Phoenix HRM 531 August 31, 2010 Amona Blackwell Career Development Plan Summary InterClean and EnviroTech are in a unique position to become industry leaders in the cleaning and health care cleaning industry. The merger of these two leaders provides for the opportunity to offer new solutions based services to its current and future clients. For this merger to be successful and generate the most benefit for the company, the human resources department (HR) has been tasked with creating a new career development plan. This plan is multi faceted and includes job analysis and selection, employee training, performance and career management and employee compensation. As sales and customer service are the customer’s first and continual contacts, HR has focused on this newly merged department to be both test subjects and provide feedback. Job Analysis, Job Description and Specification Combining two individual companies into one industry powerhouse has created the need to evaluate the jobs performed by employees of both companies and develop new job descriptions that will maximize success. This evaluation process is known as job analysis. Anthony, et al. (2002) and Dessler (2003), as quoted by Safdar, Waheed and Rafiq (2010) states “With increasing recognition of the HR-performance linkage, it has been suggested that organizations that actively pursue job analysis as a Human Resources Planning (HRP) strategy are likely...
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...WAREHOUSE SERVICES SITUATION. The current situation of our warehouse services that we offer to our customers and clients doesn’t meet the customers needs. Due to the advancement in the current technology, it has come to our realization that we need a timely fashion, in which to our understanding, it is not met by our practices in the selling of the stocks in our stores. At this time the aim of our stocks going out to our customers is at an average of 180 out of stocks which consist of out of stocks as a result of changes/adjustments made by our buying customers and warehouse miss picks. At the moment, only half of the store in our enterprise is meeting this aim, roughly, the daily average out of stocks is 340 per county, with 15 counties that is 5100 out of stocks per day which will amount to 153,000 in a month, i.e. a 30 day calendar month. It is therefore our high time to provide the best and updated solutions to these problems so as to meet the customer’s requirements, hence ensuring that we increase our stock sales to our customers. Also, the situation with our employees is such that they lack the e-selling skills that are required by the advancement in the technology, the customer to employee relations doesn’t meet the required standards, the managerial staff focuses much on the employees than the customers and they hence lack the customer driven processes, and lack of appropriate technological skills by the implementation and maintenance department. For appropriate...
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...David tried to speak with about the incident passed him on to another person who couldn’t help him, David’s guitar ended up being broken and in need of repair. David request was for United Airlines to take the responsibility for the damages of the guitar by reimbursing the $1200 dollars that it cost to repair the guitar as well as $1200 worth of flight vouchers. After 7 months since the incident happen David was contacted by a rep from United Airline through email saying that she was sorry about what happened to the guitar, but that standard airline policy held that claims be made within 24 hours of damage and since he didn’t get his guitar inspected by United his claim was denied. David said “the system is designed to frustrate affected customers into giving up their claims and United is very good at it.” In his final exchange with the representative, he told her that he would be writing three songs with video about United Airlines and sharing them on YouTube. His goal was to get one million hits in one year, within a month David’s videos got over 4 million views and response from other media outlets. Impact of Social Media The traditional public...
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...2015 Assignment title Internet Marketing Plan Learning Outcome Learning outcome Understand marketing through the internet. LO1 Assessme nt Criteria 1.1 1.2 1.3 1.4 Be able to use the internet LO2 LO3 Unit 30 for promotion using digital marketing communicati ons Be able to produce market research to support customer relationship management 2.1 2.2 2.3 Submitted on In this assessment you will have the opportunity to present evidence that shows you are able to: Task Evidence no. (Page no) Explain the elements of internet marketing Evaluate the internet marketing mix Compare internet marketing tools – etools Examine interactive order processing Demonstrate the mechanics of search engine marketing Write the copy for a suitable opt-in email marketing newsletter Follow guidelines for best practice in online public relations 2.4 Demonstrate how businesses can use new digital media communities, eg file-sharing sites 3.1 Conduct secondary market research 3.2 Design an online survey 3.3 Demonstrate the use of electronic customer relationship marketing IM Version 1 2 LO4 Be able to design an internet marketing plan 4.1 4.2 Produce an outline internet marketing plan Create a presentation on pay per click advertising. Learner declaration I certify that the work submitted for this assignment is my own and research sources are fully acknowledged. Student...
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