...Principles of Service Management Module Assignment Report [pic] Master International Service Management Yiping Gan 103179 Assessor: Klaes Eringa & Roos Geerinck November 2012 Table of Contents Chapter 1 Introduction 1.1 Company Information..........................................................................................................2 1.2 Mission Statement...............................................................................................................2 1.3 Service concept....................................................................................................................2 1.4 Core and supplementary services........................................................................................3 1.5 Main customers and customers role in service process.......................................................3 1.6 Key service process.............................................................................................................4 Chapter 2 Analyze KLM through literature 2.1 Understanding Customer Requirements..............................................................................6 2.1.1 Listening to customers through research..........................................................................7 Relevant link: Consumer Fraud.................................................................................................8 2.1.2 Building customer relationships.........................
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...through enhanced software and data encryptions. A Payment Card industry Data Security standard has been established and must be maintained by TJX, an implementation from the IT security team will be completed on a regular basis ensuring that all files and file transfers are appropriately encrypted. Internal and external security and network audits will need to be performed on a regular basis to comply with the PCIDSS. This will allow for testing of their system access and identify concerns within the security system. In addition, process logs will be added to detect access to accounts. This will identify unauthorized use and theft of data. It is recommended that TJX upgrade their current network and security protocols, ensure terminals at kiosks are properly secured and firewalls will be installed. TJX will use the following 8 Keys to Sane Security Strategy and implement the...
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...The two companies combined created the world’s largest airline. Currently it is the only airline to service all six permanently inhabited continents in the world. The company's structure and management approach have constantly evolved in order to maintain competitive in the cutthroat airline industry (Delta, 2011). Delta vision will able them continue to be the world’s largest and the world’s greatest airline. Segments of General Environment Segments that rank the highest would be suppliers and work environment. The corporate culture is being heavily impacted with the new technology Delta is using. Customer service has decreased and the kiosk has increased. Delta has direct red phones that customer use to dial directly to a representative for assistance and virtual check-in capabilities that customer can check-in from their home computer. Delta is aware of the customer service...
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...parking and mother and baby parking closer to the doors so there is accessibility for everyone. Also there is recycling bins at the bottom of the car park. Inside the superstore there is a grocery collection point, direct collection point, clothing collection point, direct order point, general facilities, food ranges and enabling facilities. Also inside the store is a Timpson Ltd kiosk which has a dry cleaners, shoes repairs, phone repairs and key cutting available. The building of Tesco in Chepstow promotes exactly what it need to; it has a very basic design and is very simple. On the front of the building it had a huge sign saying Tesco and they’re slogan “every little helps”. Materials and Waste – one of the main things Tesco have to consider is their storage. They sell hundreds of different products and being able to store them is very important as if they cannot store all of their products, when they run out of stock they would have to wait while for new stock. They must have the facilities to store foods, drinks and other products that aren’t food related. As Tesco use electronic tills and self service electronic tills, they will have computers for programming. Also as they have offices to keep everything in order for the business to keep running; they will have materials such as pens, paper, computers and telephones. Also as they have a petrol station; they have fuel and oils. They would also have oil and electricity to keep fridges going and also heating for the offices...
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...analysis of “Pure it” (HUL) Submitted By: Smruti Ranjan Das Roll No. 049 PGDM-RM 2009-11 UNDER THE GUIDANCE OF Dr. R. Padmaja (Assistant Prof. Marketing) IN PARTIAL FULFILMENT FOR THE AWARD OF THE DEGREE OF POST GRADUATE DIPLOMA IN MANAGEMENT (RETAIL & MARKETING) INSTITUTE OF PUBLIC ENTERPRISE OSMANIA UNIVERSITY CAMPUS HYDERABAD – 500 007 DECLARATION I, Smruti Ranjan Das, a student of PGDM-RM (2009-11) studying at IPE (Institute of Public Enterprise), Hyderabad, solemnly declare that the project work titled- ‘A Study on Effectiveness of Kiosk-based sales channel & competitive analysis of “Pure it” (HUL)’ was carried out by me at Hindustan Unilever Limited; Hyderabad, in partial fulfillment of the PGDM programme.This programme was undertaken as a part of academic curriculum according to the University rules and norms and by no commercial interest and motives. Place: Date Smruti Ranjan Das PGDM-RM (049) 2009-11 ACKNOWLEDGEMENT I feel great pleasure for the completion of this project. At the very outset I would express my sincere thanks and deep sense of gratitude...
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...it is safe to say that many were unhappy with their predicament --- even if they had no platform to voice this opinion. While the Industrialization Era introduced centuries of wealth to America, it also severely tipped the wealth distribution scale which can be seen extremely in events like the multiple depressions...
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...Traditional coffee shop, The Broadway Café was founded in 1952, and it was a local hotspot for many years. The Broadway Café still operates these days without technology. However, with the rapid growing technologic in business, the companies that do not adapt to the technology age possibly will find themselves with difficulties to survive the strong competition. In order to the Broadway Café survive the business competition, its needs an upgrade technologic on the entire system. The Café has as an advantage to be the first coffee business on the neighborhood. The café have also a wide variety of options available at the menu. But now the situation is changing the competitors are arriving with technologically advanced, and with wholesale coffee business in the market. To move the Broadway Café into the current century we need to upgrade its business perform with the information systems. New technology and competitive advantage strategy will conduct future decisions to maintain and bring new costumers to the Cafe. Through the IT and a good management the Broadway Café will have capacity to reach a competitive advantage over its adversary. It will enables the Broadway Café to create better price for its customers and superior income for it self, by delivering the equal products as a competitor but with lower cost, and by delivering unique variety of menu that exceed advantage those competing products. The Broadway Café will make every effort to maximize its profits, and enlarge the...
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...PAPER I. Title: Lining Our Silver Box: A Two Phase Study on the Usage, Attitude and Image of Silver Jewelry II. Background of the Study Sterling silver is a material commonly used in making hand-crafted jewelry. It is a silver-alloy made up of 92.5% silver and 7.5% other metals. Sterling silver jewelry is a popular accessory choice among thrifty shoppers who wish to look stylish and trendy. Buyers of sterling silver jewelry can replicate their favorite accessory trends, look and feel stylishly classy, while only paying a fraction of the cost of genuine silver, gold, or platinum. Silver Box started out in 2006 as a small humble company with a mission to design, execute, and distribute sterling silver jewelry creations of best value to Filipinos all over the country. From its initial launch at a Christmas bazaar, the small business has come far, branching out all around the metro. Despite its initial success and the rising demand for silver, Silver Box’s sales have declined. The company needs to have a clearer vision of what target market it is capable of achieving. In addition, Silver Box currently does not subscribe to any particular marketing strategy. For these reasons, this paper aims to conduct a thorough research on the consumers of sterling silver in order to find the appropriate market segments, brand strategies, and plans of action for Silver Box to reach a higher level of profitability. III. Objectives A. To identify the appropriate target market of...
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...Cellular works to educate users about communication tools believing that informed pragmatic consumers will find value in World Page Cellular. World Page Cellular is dedicated to making communication products and services easy to understand allowing users to remain in control of their World Page Cellular experience. Finally World Page Cellular recognizes that that their interactions with society reflect their character as an organization and pledge to have those interactions to embody those characteristics they claim to possess. World Page Cellular, a vendor of prepaid wireless services in the United States, offers affordable prepaid services without borders. World Page offers maximum freedom through the avenue of choice, which most carriers do not offer customers. World Page Cellular plans to become the leading no-contract wireless service provider in South Florida providing the ultimate in customer satisfaction and service. World Page Cellular’s quest to seize market share comes with an emphasis on targeting those of international descent. Whether consumers are from European descent or Caribbean descent, the goal of World Page is to provide those individuals with the best wireless service possible allowing them to touch base with family and friends from their home countries. These individuals make up more than two-thirds of the South Florida population and it is critical that their needs be...
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...MP RAPDRP (Part-A) Index: Topic What is RAPDRP ? RAPDRP Roles Modules of RAPDRP Key Field Activities Web Self Service Meter Data Acquisition System Energy Audit GIS New Connection Billing Collection Asset management Infrastructure Setup Slide No. 3 14 16 17 22 23 29 30 39 40 42 46 53 What is R-APDRP Power sector reforms in India have been going on for more than a decade Initially the focus was more on bringing about structural changes like unbundling of SEBs and creation of independent generation, transmission and distribution companies Subsequently power generation received maximum focus In the recent past, it was felt that power distribution was the weakest link in the entire value chain and sector cannot achieve viability unless issues in the power distribution sector are resolved, aiming at a sustainable development of the sector With these objectives in mind, Government of India’s Ministry of Power launched R-APDRP scheme This is a unique initiative in the utility industry globally This covers total automation of core utility business processes of the targeted towns in an ESCOM covering millions of consumers using a common infrastructure 3 What is R-APDRP R-APDRP is GoI’s initiative with primarily objectives of Establishment of baseline data Fixation of accountability Reduction of AT&C losses Commercial viability Reduction of outages & interruptions Increase consumer satisfaction through strengthening & up-gradation of Sub-Transmission & Distribution network...
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...students swiping their DeVry ID cards for every scheduled lecture and lab session. The card readers are conveniently located in each classroom and lab. Additional individual instructor policies for determining tardiness and absence are outlined in course syllabi. Remember to swipe your card for every class you attend. Many students have shown absences (especially in labs) for classes that they have been attending because they have forgotten to swipe. Please remember to swipe your card for lecture and lab attendance. If you forget to swipe your card, you may request that your instructor submit an 'Attendance Revision Form' to update your attendance. Check with your instructors (or course syllabus) to find out whether or not their attendance recording policy will allow for modifications after the class session has been conducted. Please do not get into the habit of swiping more than one card. It is in your own best interest to be the one in control of your ID card and your attendance record. Swiping your classmates' cards can be considered a violation of Article III of the student code of conduct and is subject to the disciplinary actions outlined in Article V of the Student Handbook. Students are not allowed to use an instructor's ID code or card to record attendance for a class. This is for your protection. If the instructor is running late, please wait for the instructor to show and swipe their Faculty ID card, this captures all card swipe activity for the class. If the instructor...
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...What is channel conflict? Discuss various types of conflict 344 Channel conflict is disagreement among marketing channel members on goals, roles, and rewards—who should do what and for what rewards. Horizontal conflict occurs among firms at the same level of the channel. For instance, some Ford dealers in Chicago might complain that other dealers in the city steal sales from them by pricing too low or advertising outside their assigned territories. Or Holiday Inn franchisees might complain about other Holiday Inn operators overcharging guests or giving poor service, hurting the overall Holiday Inn image. Vertical conflict, conflicts between different levels of the same channel, is even more common. In recent years, for example, Burger King has had a steady stream of conflicts with its franchised dealers over everything from increased ad spending and offensive ads to the prices it charges for cheeseburgers. At issue is the chain’s right to dictate policies to franchisees. What are major functions of logistics? Discuss Given a set of logistics objectives, the company is ready to design a logistics system that will minimize the cost of attaining these objectives. The major logistics functions include warehousing, inventory management, transportation, and logistics information management. Warehousing Production and consumption cycles rarely match, so most companies must store their goods while they wait to be sold. For example, Snapper, Toro, and other lawn mower manufacturers...
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...CONSUMER FOODSERVICE IN MALAYSIA Euromonitor International October 2012 CONSUMER FOODSERVICE IN MALAYSIA Passport I LIST OF CONTENTS AND TABLES Executive Summary ..................................................................................................................... 1 Malaysians Spend More on Foodservice .................................................................................. 1 Increases in Prices Hit Consumers ........................................................................................... 1 Multinational Brands Maintain the Top Positions, But Local Companies Progress Well ........... 1 Increasing Trend of Dining Out ................................................................................................. 1 Positive Outlook for Multinational and Local Foodservice Companies...................................... 2 Key Trends and Developments .................................................................................................... 2 Rising Prices Affect Consumer Confidence .............................................................................. 2 Government and Private Sector Inject Growth Into Foodservice .............................................. 3 Healthier Choices for Consumers in Restaurants ..................................................................... 5 Foodservice Companies Compete for Customers Through Online Coupon Giveaways........... 6 Tackling Halal Issues in 2011 ....................
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...Summary2 Background3-4 Marketing Objective4 Marketing Environment4 Competitive Forces5 Economic Forces5 Political Forces5 Legal and Regulatory Forces5-6 Technological Forces6 Sociocultural Forces6 SWOT analysis7 Strengths7 Weaknesses7 Opportunities7-8 Threats8 Target Market8-9 Marketing Mix9 Product9 Promotion9-10 Paid media10 Earned media10 Owned media10 Shared media11 Distribution11 Price12 Evaluation and Control13 Table 1: Implementation Schedule13 Table 2: Control measures14 Sources15-16 Executive Summary According to the Proactiv website, acne is the most common skin disease, affecting 85 percent of Americans, 90 percent of teenagers and 50 percent of adult women. Out of the 85 percent of Americans suffering with acne that attempt to self-treat their condition, most of the acne treatments are marketed toward women. The market share of men and young male adults have been considered but not particularity marketed to. Proactiv can increase its customer base if they reallocate some of their current resources to making their products appealing to the previous noted market share. Proactiv can use the launch of its new formula as an opportunity to update its approach to its marketing and packaging. The main goal for the marketing strategy change is to capture an additional five percent of the market share for acne treatment and ten percent of the market share for premium skin care by the summer of 2013. In order to accomplish this, Proactiv will...
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...computers and the internet. Hacking a computer is not the only thing considered a cybercrime. Downloading movies and music illegally is also a cybercrime. Once thought as something that only the military or other government officials had to worry about, it is now on the rise since everyone has a computer and it is easy to find out how to hack into computer systems. With the rise of internet usage among businesses and private users, the risk of being a victim of cybercrime is huge. The Security Tracking Study performed by the Pomemon Institute states that 83 percent of multinational companies feel that within the past 12 months they have been a target of a cybercrime. Price Water House Coopers states that the number of businesses having a security breach is more along the lines of 92 percent. Cybercrimes are attacks on computer hardware and software, downloading illegal movies and music, online fraud involving financial crimes and corruption with an organization, crimes against children and the elderly, cyber bullying and fraudulent telemarketing events for charitable donations. What was once something only “hackers” did is now something anyone can do. The term hacker was originally described as “any technical effort to manipulate the normal behavior of network connections and connected systems.” The managing director of Accenture’s security practice, Alastair MacWillson, notes that hackers have changed a lot over the past decade. What was a crime with little to no victimization...
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