...http://www.studymode.com/essays/Drainflow-Repairing-Jobs-That-Fail-To-1346002.html Drainflow Repairing Jobs That Fail to Satisfy Potential effectiveness of a Cash Reward System and Structured Interview Program for DrainFlow Report for the Manager William Assemiah, 12021643 Irene Aidoo, 12021610 Sroda Adzo Apam, 12021626 Asare Ohenedwira Thomas, 12021639 Dorothy Dede Aklerh Asamoah, 12021634 Sampson Abbey Armah, 12021630 Arthur Sherifa, 12021631 Amadu Waliu, 12021617 Report Summary 1. Executive Summary DrainFlow, a plumbing maintenance firm in the USA, has been losing its customers to competitors due to poor services. Job motivation and satisfaction among employees is declining across various job categories within the firm. This dissatisfaction has been attributed to the overspecialization of some job functions in the company. The report attempts to assist DrainFlow improve in three key areas: job structure and design, incentive policies, and recruitment practices. It will go further to analyze the causes of the woes being faced by DrainFlow and provide a constructive recommendation on how to overcome them The main contents include an introduction to the problems DrainFlow is encountering, analyses of the current business, and recommendations on how DrainFlow can overcome these issues to foster a long-term competitive advantage. 2. Introduction Research shows that a happy worker is a productive employee. Satisfied employees tend to be better at their workplaces...
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...complete retention strategy, due to gathering new customers is costly. Being able to retain customers during a downfall, when that is happening people are looking for a lower cost alternative. Knowing why a customer is leaving is important. There are customer churn analysis and apprehending methods, and trend analysis. Along with the customer churn profiling. Developing Customer Retention Strategies. Customer Retention is important because getting a new customer is expensive rather than keeping the existing one. Retention is meaningful to most companies because the cost of having new customers is much more than the cost of keeping good relationships with their current customers. How to contain customers during a downfall? During a downfall is the time when people look for a lower cost alternative. In these circumstances, down-selling can be key to retaining customers. When economy overcomes, the customers are likely to move up to the original services they had subscribed too. Down falling is better than losing customers. However that can have negative effects on sales, this should be carried out carefully on customers who are at risk of churning to lower cost alternatives, methods can be used to identify customers at risk of churning. Knowing why a customer leaves. The most important thing in customer retention is to know the customer well enough, know there expectations, satisfactions, and their tendencies. By knowing these about a customer the more efficient retention strategies...
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...PREMIER COLLEGE DOCUMENT RETENTION POLICY January 20, 2016 POLICY STATEMENT POLICY STATEMENT Premier College has developed a document Retention Policy to protect and preserve all critical documents as required by state and federal laws. The College is responsible for retaining paper and electronic documents in a safe and secure environment to ensure the basic values of accuracy, confidentiality, security, and proper archiving as well as proper document destruction once documents have served their purpose. This Policy is also for the purpose of aiding employees of the organization understanding their obligations in retaining electronic documents including e-mail, Web files, sound and movie files, PDF, TIFF, TXT files and documents, Calendars, Computer usage logs, Internet usage logs, Databases, and all Microsoft Office or other formatted file. This policy is written with considerations for compliance with federal mandates and acts including The Sarbanes-Oxley Act, Health Insurance Portability and Accountability Act (HIPPA), The Fair Credit and Accurate Transaction Act (FACTA), Gramm-Leach-Bliley (GLB) and other federal, state and local mandates. EFFECTIVE DATE This Policy is effective as of January 20, 2016, (the “Effective Date”) and applies to all documents created after the Effective Date. However, to the extent possible, the Policy will be applied to all documents regardless of creation date. LEGAL HOLD A legal hold suspends all document destruction...
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...To truly reach employees and make your messages stick, you need to approach them as any company would approach their potential customers. Sound crazy? We will attempt to de-crazy it for you. Check it out: Employees are consumers of your messages, just as your customers are consumers of your product. Like your customers, your employees are busy. Their attention is being pulled in a dozen different directions at any given moment. Therefore, it takes strong, authentic and cleverly presented messages in order to cut through the day to day clutter and really reach an employee. And we’ve found that when employees are treated not as assembly line producers, but rather as humans whose allegiance an organization is fortunate to have, something very beneficial happens—employees will work harder and better because they feel an emotional attachment to their employer. This is something theCEO of Southwest Airlines learned long ago – and to great benefit. Over the years, whenever reporters would ask CEO Herb Kelleher the secret to Southwest’s success, he had a consistent response. “You have to treat your employees like customers,” he told Fortune in 2001. Friends and peers of Kelleher’s would often see his philosophy in action. “There isn’t any customer satisfaction without employee satisfaction,” said Gordon Bethune, the former chief executive of Continental Airlines, and an old friend of Mr. Kelleher’s. “He recognized that good employee relations would affect the bottom line....
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...Measuring Customer Satisfaction Introduction – Customer Satisfaction The definition of customer satisfaction is very simple. A customer is satisfied whenever his or her needs, real or perceived, are met or exceeded. So how do you know what the customer needs, wants and expects? It’s very simple. You ask, and then you provide what the customer wants and more (Gerson, 1993, p.17). There exists an interaction between the desired results and customer satisfaction, customer loyalty and customer retention. Without the customer it is impossible for any business to sustain itself. Achieving the desired results is frequently a result of customer actions. Any business without a focus on customer satisfaction is at the mercy of the market. Without loyal customers eventually a competitor will satisfy those desires and the customer retention rate will decrease. There are several levels of customers: 1 1. Dissatisfied customer - Looking for someone else to provide product or service. 2. Satisfied customer - Open to the next better opportunity. 3. Loyal customer - Returns despite offers by the competition. Dissatisfied customers are an interesting group. For every one that complains there are at least 25 who do not. Dissatisfied customers by word of mouth will tell eight to sixteen others about their dissatisfaction. With the web some are now telling thousands. 91% of dissatisfied customers never purchase goods or services from the company...
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...Product/service being offered Myer is Australia's largest department store group, and a market leader in Australian retailing, offering an unrivalled choice in the latest national, international and 'exclusive to Myer' brands across women's, men's, and children's fashion, as well as accessories, cosmetics, homeware, and much more. Myer’s focus remains on being the first choice for customers when shopping for fashion, cosmetics and the home. They have the largest range of desired brands and styles that offer newness, fashionability, quality and value, with increasing exclusivity. The Myer merchandise offer includes 11 core product categories: Womenswear; Menswear; Miss Shop (Youth); Childrenswear; Intimate apparel; Beauty, fragrance and cosmetics; Homewares; Electrical goods; Toys; Footwear, handbags and accessories; and General merchandise. Besides having a wide range of merchandise, Myer also provide services in selected stores, which include Cafés and Restaurants, Formal Hire, Optical, Hair and Beauty Salons, florist (My Flowerhouse),Weight Watchers Lifestyle Centres, Photographic, and Myer Bridal & Gift Registry. Sources of value Value creation and delivery is a key element for strategic customer relationship management. Value can be thought of as the relationship between the benefits experienced from a product or service and the sacrifices made to enjoy those benefits. * Value from product In terms of product innovation, Myer has introduced a new sister...
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...RUNING HEAD: BEST PRACTICES IN CUSTOMER SATISFACTION MEASUREMENT Customer Satisfaction Measurement Best Practices Devry University Keller Graduate School Of Management Managing Quality 09/21/2012 Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. Customer satisfaction is very important in all types of business operations and the best practices that deliver such a satisfaction are the tools that lead to the best results and gains that many firm and companies enjoy at the end of the quest. The best practices in customer service are the engine of the company future and this does reflect in the culture of the company and how it handles the most important factor in its look for best results and shines the road for the competitive leadership awards. Being able to understand the satisfaction level of customer can make the fine lines between loss and profit. Top managers and responsible executives need to assess the importance of understanding if their customers are still satisfied with their products and services as they were last year or last quarter. They also need to know how that level of satisfaction can affect the profits of the firm or company and if those changes in the satisfaction...
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...W A T S O N H A L L UK data retention requirements information data retention and disposal Watson Hall Ltd London 020 7183 3710 Edinburgh 0131 510 2001 info@watsonhall.com www.watsonhall.com Each type of data within an organisation should be identified and classified. Once this has been completed and during periodic reviews, it is necessary to define the retention and disposal policy. Business data records should be assessed for the statutory and legal requirements, business and accountability requirements and the risks associated with keeping or disposing of the data records. A records management system or schedule of data retention criteria can be used to document the data records, the requirements and the security controls needed for their identification, storage, protection, retrieval, retention and disposal. There are a large number of statutes, case law and regulations defining how long some data must be kept for before it is destroyed — some of which are outlined on the following pages. A few requirements such as records of wages apply to almost all sectors, but we have listed some specific requirements for the communications, financial and governmental sectors. Other sectors have equally important requirements. The exact minimum retention period varies with the specific data type, and the starting date is often context related e.g. period from an event like an accident, retirement or the advertisement of a product. This document is based on the previous work...
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...retained for a certain period. It needs to be easily accessed and understood in the future. Information should be archived to increase the security of the data so that only authorised people can access it. Another reason why information should be archived is so that it frees up space in the workplace to ensure that the place is not cramped with information that is not required frequently and to make sure that it is a pleasant clutter- free place to work in. 1.2 The purpose of agreeing retention dates is to ensure that the organisation has compliance with the Skill Funding Agency which requires learner files to be held on to for 5 years. It is important for staff to know the retention periods before archiving so that there is no risk of archiving information that is not relevant and can be destroyed and also to ensure that there is no risk of destroying information that is still within its retention period which could cause huge problems to the organisation. Another purpose for agree retention periods is so that the archiving system can be kept organised and space on the hard-drive is not being wasted in information that doesn’t need to be kept anymore and it makes it easier for specific information to be found and accessed when needed as there are less files to look through. 1.3 When archiving information it is vital that it is filed in the correct place in the hard-drive so that authorised staff can access it easily, it is securely protected and there is no risk of the...
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...uses data processing and analyses software to generate information relevant to their business that manages can act on. They are able to utilize this Business Intelligence resource to more closely and accurately monitor customer satisfaction, increase their customer retention rates and at the same time improve the scalability of their business, without added capital expenditure. They offer an app download on their homepage (eCourier, 2014 ) that allows customers to track the delivery in real-time. On ‘chatting’ with a customer service rep, “Nicola”, the author was informed that eCourier actually offers a customer a real-time video feed of their package from pickup to delivery. This is a unique use of IS technologies and would offer a customer a unique level of customer interaction and service. Utilizing a service such as this would offer a strategic advantage above its competitors. b. Cablecom: This company uses statistical software for data mining and survey creation. They were able to utilize these IS technologies as part of a Knowledge Management and Management Support system. In doing this they achieved a better understanding of customer satisfaction and managed to improve both customer service and retention (UPC, 2014). c. Bryan Cave : This legal services company used a Business Intelligence system to increase profitability and operational efficiency. They could use this BI tool to track real-time budget changes and change their level of service to customize...
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...DISCUSS THE PROTECTION METHODS TO VITAL RECORDS IN RECORDS CENTER. INTRODUCTION Vital records are the records that an organization requires to function regardless of the kind of format it is in (i.e. paper, photo, database, magnetic tape) that must be protected in the event of an emergency or disaster because of the severe consequences to the office/organization if gets destroyed or lost. Vital records may include pension plans, policies, payroll plans, succession plans, and delegation of authority, birth certificates, death certificates and marriage licenses. Vital records are essential for the continuation or reconstruction of an agency/organization. It is these records that are important in establishing the legal and financial position of the agency and/or those important in preserving the rights of an agency/organization, its employees or clients. There are four methods of vital records protection which includes; 1. Dispersal, 2. Duplication, 3. Onsite storage 4. Offsite storage. 1. Dispersal During the regular course of business in any organization or agency, a routine distribution of vital information to various locations within the organization for use and reference is a standard procedure necessary for the operation of the organizations to enable reach its mandate. In the dispersal method of protecting these vital records copies of records containing vital information may be routinely distributed outside the agency to various state agencies, other governmental entities...
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...ACKNOWLEDGEMENT “In the name of Almighty Allah, the most beneficent and merciful to the mankind.” First and foremost we thank Allah, the Generous, for having finally made this effort a reality. We praise Him because if it were not for His Graciousness, it would never materialize. We are extremely grateful to our course instructor Mr. Abid Awan, who spent a lot of valuable time with us and gave all the related information and expertise very generously about Business Research Method. We are thankful to those people who helped us for getting information by filling the questionnaire which we had given to them. At last we express our deepest gratitude to all those who contributed directly or indirectly to bring this report to this final format, because we would never have been able to achieve this by ourselves. Table of Contents ACKNOWLEDGEMENT 1 List of Tables 4 List of Appendix 5 List of Abbreviation 6 Abstract 7 1. INTRODUCTION 8 1.1 RATIONAL OF STUDY 8 1.2 PROBLEM STATEMENT 9 1.3 AIM OF THE STUDY 9 1.4 RESEARCH OBJECTIVE 10 1.5 RESEARCH QUESTION 10 1.6 DELIMITATION OF THE STUDY 10 2. LITERATURE REVIEW 11 2.1 EXPECTED QUALITY OF SERVICES 13 2.2 PRICE FAIRNESS 13 2.3 ANGER INCIDENT 14 2.4 EFFECTIVE ADVERTISMENT 14 2.5 CUSTOMER SATISFACTION 15 2.6 CUSTOMER LOYALTY 15 2.7 CUSTOMER DEFECTION 16 3. CONCEPTUAL FRAMEWORK (HYPOTHESIS) 17 4. HYPOTHESIS 17 5 METHODOLOGY 18 5.1 POPULATION/SAMPLE FRAME 18 5.2 UNIT...
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...Flood as a social problem There are few places on Earth where people need not be concerned about flooding. With the onset of rainy season, we need to be prepared for possible flash floods, landslides, and related disasters especially in high risk and vulnerable areas, that is why in Philippines flood is a major problem. Many people die every year because of this natural disaster. Most floods take hours or even days to develop, giving residents ample time to prepare or evacuate, but not in Philippines floods develop in a shorter period. Others generate quickly and with little warning. These flash floods can be extremely dangerous, instantly turning a babbling brook into a thundering wall of water and sweeping everything in its path downstream. There are many causes of flood. Typhoons may cause flooding to coastal areas. When there is a typhoon, the atmospheric pressure is low. Sea level rises and affects the volume of water flowing from the river to the sea. This indirectly leads to flooding. Flooding always occur in coastal areas. Because whenever there are high tides or storms, the sea level will raise. If the sea level is higher than the level of the coastal lowland, flooding will occur. Heavy rainfall raises the water level. When the water level is higher than the river banks or the dams, the water comes out from the river, there will have flooding. But even small amount of rainfalls in our country may cause flood. This graph says that ten percent of the fatalities during...
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...Carmen Caggiano MBA 642- Dr. Lynn Fish Assignment #2- H.C. Starck, Inc. Case 09/25/2012 1. Why are the lead times so long? 2.5 points There are many reasons to explain why the lead times at H.C. Starck, Inc. were so long. A variety of explanations can be made, in which all were mentioned by various members of the H.C. Starck, Inc. team or through inferences made by management. To begin, H.C. Starck, Inc. experienced lead times that were longer than expected because there was a belief that the manufacturing time was taking far too long, although no hard data was provided to support this. Also, Lee Sallade, who was the director of Operations for H.C. Starck, Inc., believed that although focusing on lead time was important, focusing on it solely would be a significant error in all aspects. He felt that in addition to controlling lead time that overall cycle time needed to be accounted for, as well, which may have also led to the lead times lasting for such an extended period of time. Lee emphasized that cycle time and inventory were very important to the company, but both were very difficult to control since H.C. Starck, Inc. held such a significant amount of tantalum inventory. Lastly, Lee felt that managing data was crucial to success, and he was concerned that many of the operational decisions of the company were based on myths or “hear say” and that, “rigorous data collection and analysis could help to break out of this mode of operation.” Another...
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...Premier Collage | Document Retention Policy | Litigation Hold Notice | | | 8/26/2113 | Table of Contents 1.0 POLICY STATEMENT ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐---‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 4 2.0 PURPOSE ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 4 3.0 APPLICABILITY ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐--‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 5 4.0 DEFINITIONS ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 5 1. Official Records Retention and Disposition Schedules ------------------------------------------------------------- 5 2. File Breaking ------------------------------------------------------------------------------------------------------------------- 5 3. Litigation Hold -----------------------------------------------------------------------------------------------------------------6 4. File Integrity ------------------------------------------------------------------------------------------------------------------- 6 5. File Maintenance ------------------------------------------------------------------------------------------------------------- 6 6. Personally Identifiable Information ------------------------------------------------------------------------------------- 6 7. Confidential Information ----------------------------------...
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