...Importance of Teams Anne-Monette L. Aquino HCS/325 May 06, 2013 Professor Joan Ralph Webber Sunbeam Healthcare A Business Proposal to Improve Efficiency and Customer Service by Focusing on Teamwork Prepared for Mary Ivyland Senior Vice President, Business Development Sunbeam Healthcare Prepared by Anne Aquino Manager, Call Center Operations Sunbeam Healthcare May 06, 2013 Sunbeam Healthcare A Business Proposal to Improve Efficiency and Customer Service by Focusing on Teamwork Executive Summary Background Sunbeam Healthcare is a not-for-profit health care delivery system with a mission to improve the health of those they serve with a commitment to quality in all that they do. Sunbeam Healthcare’s goal is to provide quality care and programs that set community standards, surpass patients’ expectations and are provided in a caring, convenient, economical, and accessible manner. Objective Sunbeam Healthcare is aiming to improve efficiency and customer satisfaction in the Call Center department through teamwork and a widespread collaboration of everyone involved. The organization has to think about teamwork when it comes to customer service. The customer does not categorize individuals in the organization based on their business unit, department or position. They see them as one entity. Due to the budget constraints, the hiring of additional staff is not possible. Sunbeam Healthcare must find other ways to enhance and develop department productivity...
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...Postgraduate Engineering and Management Programme - PEMP
Module Code Module Name Course Department
EMM515 Lean Operations and Management of Lean Organizations M.Sc. in Engineering and Manufacturing Management Mechanical and Manufacturing Engg .
Name of the Student Reg. No Batch Module Leader
Liju G BUB0912004 Full-Time 2012. SANDEEP. N
M.S.Ramaiah School of Advanced Studies
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...A Code of Ethics DB Management Consultants is in business to serve non-profit clients with excellent management consulting skills and expertise that are essential for pursuing our client's goals. Our honesty and service is what we are all about and honest ethical behavior is our main priority. At DB Management Consultants we expect all of our employees, managers to behave ethically to company standards. If company ethical standards are violated than the employee can face disciplinary action and termination of his or her employment. The fulfillment of ethical rules and policy is a fundamental element to our Ethics Program- that pertains to DB Management Consultants; furthermore ensures compliance to rules and regulations within the company. Honesty and Service Integrating honesty and service means high morality; with customer satisfaction and good execution of work. Having a high morality shows proper care for people in our communities and socially responsible. Ethical Behavior DB Management Consultants employees and staff are expected to be honest and candid in their communications with their managers and with one another. When dealing with clients, government entities and the general public we need to act to the utmost level of personal integrity and promote in onto others. Employees must not be dishonest, deceiving or steal. All of DB Management Consultants employees must refrain from these illegal actions that can give our company a bad name. Quality Work and Customer...
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...17 Conclusion ……………………………………………………………19 Figures …………………………………………………………...……20 Introduction Since its inception, Chipotle Mexican Grill has set itself apart from the rest of the fast food industry. Not only does Chipotle prepare food right in front of the customer, but the food put into the product is filled with “integrity”. Chipotle has established “Food with Integrity’ which is their commitment to finding the very best ingredients, raised with respect for animals, the environment and the farmers (chipotle.com). This mantra is what drives every action of Chipotle from planning for obtaining sustainable products with a growing company to organizing their employee structure in order to keep employees around for a long time. With this mission and vision, Chipotle Mexican Grill is able to differentiate them and rise above the fast food industry and evolve into a “fast-casual” restaurant on the...
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...MAHATMA GANDHI UNIVERSITY KOTTAYAM REGULATION 1. COURSE OBJECTIVES The MG University MBA program is designed with the following objectives: 1. To develop young men and women in to professional managers to manage all sectors of the organized economic activity. 2. To equip the youngsters with conceptual and interpersonal skills and social purpose for managerial decision-making and its execution in real situations. 3. To develop and encourage the entrepreneurial capabilities of young generation to make them effective change agents. 4. To meet the demand for trained and professional people in the country at the top level management of business and industrial organizations in the light of the new economic and industrial policy of the country. 2. COURSE DURATION The MBA (Full Time) programme of Mahatma Gandhi University shall be spread in two years duration with 4 Semesters. Each semester shall comprise of a minimum of 16 instructional weeks of 5 days each of 5 hours a day (total contact hours 400). Continuous Internal Evaluation during the course period and University examination at the end of each semester shall be conducted. There shall be a semester break of 15 days each in addition to the usual Onam, Christmas and summer holidays. 3. ELIGIBILTY FOR ADMISSION 1. A pass in any Bachelor’s Degree Examination of Mahatma Gandhi University or an equivalent degree of any other universities duly recognized by M.G.University with not less than 50% marks in the aggregate for all parts of...
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...SBL SCHOOL OF BUSINESS AND LAW MANAGING HUMAN CAPITAL Module Tutor: Dr. Rajendra Kumar Student: Iryna Viter Student Ref: 0188SBMA1109 Course: MBA1 D, APR 10 TABLE OF CONTENTS: I. INTRODUCTION------------------------------------------------------------3 II. HUMAN RESOURCE MANAGEMENT--------------------------------4 III. STRATEGIC HUMAN RESOURCE MANAGEMENT --------------6 IV. HUMAN RESOURCES PLANNING-------------------------------------8 V. JOB ANALYSIS--------------------------------------------------------------9 VI. JOD DESIGN/DESCRIPTION--------------------------------------------10 VII. RECRUITMENT/SELECTION-------------------------------------------11 VIII. TRAINING AND CAREER DEVELOPMENT------------------------14 IX. PERFORMANCE APPRAISAL------------------------------------------18 X. REMUNERATION---------------------------------------------------------19 XI. MOTIVATION--------------------------------------------------------------21 XII. ROOM FOR IMPROVEMENT-------------------------------------------24 XIII. RECOMMENDATIONS---------------------------------------------------25 XIV. CONCLUSIONS-------------------------------------------------------------25 XV. REFERENCES---------------------------------------------------------------27 XVI. BIBLIOGRAPHY-----------------------------------------------------------28 I. Introduction In today’s tough competitive market many companies are faced...
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...Kong. Uniqueness of the Hong Kong Culture As the undoubtedly unique culture in the world, the Hong Kong culture is an amalgamation of traditional Chinese value - Taoism, Buddhism and Confucianism, as well as the contemporary culture cultivated by the British colonial history and the capitalist economy. Core HK Cultural Dimension – Hierarchical Like other Chinese Societies, Hong Kong has been strongly influenced by traditional Confucian values that emphasize family socialization (Redding and Wong 1986) as mostly of last generation of Hong Kong were immigrants from China Mainland during 60s & 70s. Chinese accents that one’s conduct should always be within the norms of propriety (Li) and conformity to a rigid hierarchy of social relations (Wu-Lun). According to Hofstede’s theory of cultural dimension, Power distance is the extent that people expect and accept power is distributed unequally. Hong Kong Chinese is characterized by a high level of power distance based on traditional patriarchal system. Hierarchical nature is broadly displayed in aspects...
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...The Auditor-General Audit Report No.8 2005–06 Performance Audit Management of the Personnel Management Key Solution (PMKeyS) Implementation Project Department of Defence Australian National Audit Office © Commonwealth of Australia 2005 ISSN 1036–7632 ISBN 0 642 80865 1 COPYRIGHT INFORMATION This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced by any process without prior written permission from the Commonwealth. Requests and inquiries concerning reproduction and rights should be addressed to the Commonwealth Copyright Administration, Attorney-General’s Department, Robert Garran Offices, National Circuit Canberra ACT 2600 http://www.ag.gov.au/cca ANAO Audit Report No.8 2005–06 Management of the Personnel Management Key Solution (PMKeyS) Implementation Project 2 Canberra ACT 26 August 2005 Dear Mr President Dear Mr Speaker The Australian National Audit Office has undertaken a performance audit in the Department of Defence. in accordance with the authority contained in the Auditor-General Act 1997. Pursuant to Senate Standing Order 166 relating to the presentation of documents when the Senate is not sitting, I present the report of this audit and the accompanying brochure. The report is titled Management of the Personnel Management Key Solution (PMKeyS) Implementation Project. Following its presentation and receipt, the report will be placed on the Australian...
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... a special thanks to my module lecturer miss for conducting interesting and knowledge feeding sessions, with videos and real time examples that were shown and discussed respectively which helped me to complete my task with ease. Last but not least, I would also like to extend my gratitude towards my family and friends who helped and supported in making the completion of this report a possibility. HUMAN RESOURCE MANAGEMENT INDIVIDUAL ASSIGNMENT Executive summery The purpose of this report is to explain about main element of human resource management to general manager of Knowledge Ltd. Knowledge Ltd established in 2000 based in United Kingdom. Report wills discuses about personnel management, human resource management and differences between those two things. HRM department has to do lot of function and when practicing them HRM department take lot of responsibilities. Those responsibilities can identify under main five roles. HRM department can‟t take decision as they like way because legal and regulation framework impact with them. Therefore this report attends about them. Human resource planning very helpful to manages employees because it based on various reasons. Recruit and selection process help to fire best person for the vacant position but this report discuses various effectiveness about it with KFC and P&G. Assume that company fired new employee, after then the company must monitor his or her performances. Not only for new employee. HRM department should examine...
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...The Impact of Human Resource Management Practices on Perceptions of Organizational Performance Author(s): John T. Delaney and Mark A. Huselid Source: The Academy of Management Journal, Vol. 39, No. 4 (Aug., 1996), pp. 949-969 Published by: Academy of Management Stable URL: http://www.jstor.org/stable/256718 . Accessed: 13/08/2013 00:20 Your use of the JSTOR archive indicates your acceptance of the Terms & Conditions of Use, available at . http://www.jstor.org/page/info/about/policies/terms.jsp . JSTOR is a not-for-profit service that helps scholars, researchers, and students discover, use, and build upon a wide range of content in a trusted digital archive. We use information technology and tools to increase productivity and facilitate new forms of scholarship. For more information about JSTOR, please contact support@jstor.org. . Academy of Management is collaborating with JSTOR to digitize, preserve and extend access to The Academy of Management Journal. http://www.jstor.org This content downloaded from 128.248.155.225 on Tue, 13 Aug 2013 00:20:09 AM All use subject to JSTOR Terms and Conditions RESEARCH NOTES ? Academy of Management Journal 1996, Vol. 39, No. 4, 949-969. THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON PERCEPTIONS OF ORGANIZATIONAL PERFORMANCE JOHN T. DELANEY University of Iowa MARK A. HUSELID Rutgers University In 590 for-profit and nonprofit firms from the National Organizations Survey, we found positive associations between...
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...serves 30 million residential customers and more than 1 million commercial customers, delivers more than 10 billion pieces of mail annually, and maintains good relations with more than 24000 retail sales points for CPC products and services. Building and maintaining trusted relationships with employees, customers, suppliers and our shareholder is the fundamental for their business, reputation and their success. Canada Post Corp. managing in an ethical way, guided by a sense of social responsibility. Core customer issues: * With customer expectations rising and the ongoing emergence of the Internet. * Customers’ experience with CPC were often complicated and frustrating. A customer could call three or four times about the same issue and receive different responses from call center agents. * The former systems were standalone and didn’t integrate customer and call information. 1. Why is the process redesign so important for CPC’s success? CPC recognized that its future depends on having customer processes and support systems. It’s customer expectations rising and the ongoing emergence of Internet. To demonstrate its commitment to change, CPC launched an enterprise-wide business transformation initiative to redesign all processes and employ innovative technological solutions to create customer and employee value. Each process was reviewed to ensure that it was customer-focused, process-driven, self service-oriented and could withstand the scrutiny of measurement...
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...064274 van Wanrooy & Wilson 15/5/06 9:32 am Page 349 Copyright © 2006 BSA Publications Ltd® Volume 20(2): 349–368 [DOI: 10.1177/0950017006064274] SAGE Publications London,Thousand Oaks, New Delhi Convincing the toilers? Dilemmas of long working hours in Australia1 s Brigid van Wanrooy Australian National University s Shaun Wilson How Different Down Under? Work, employment and society Macquarie University ABSTRACT Australians work comparatively long hours and, in recent years, most of the growth in per capita working hours has come from workers already employed full time. Yet, despite the problems long working hours can cause, this trend has not attracted political attention. Increasingly, the Australian working time regime is a weak regulator of working hours and promotes only limited equality between the working hours of men and women. This article uses responses from the Australian Survey of Social Attitudes 2003 to investigate whether workers’ preferences are in accord with regime institutions. We find that people who work long hours are no less inclined than those who work standard hours or part time to see working hours as a choice and they do this despite more often reporting that their work interferes with family life and that employers expect long hours from them. We contend that seeing long working hours as a choice may be the product of the ‘liberal’ working time regime itself. Multivariate analysis of the responses...
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...UK COLLEGE BUSINESS AND COMPUTING Module Booklet Course: EDEXCEL BTEC Group: Ed excel HND Group Module: Unit 5 – Aspects of Contract and Negligence for Business Module type: Module Code: Y/601/0563 Module Credit: 15 Teaching Period: (12+3 weeks) QCF Level: 5 Contact Hours: (15*3.75 = 56.25) Lecturers: 12 weeks Revision Clinic: 1 week Feedback and assignment guidance: 2 weeks Lecturer: Mr. Dalton Vincent Start date: 01/10 /2013 Day: Friday Time: 10.00 – 13.00 & 14.00 – 17.00 Room: LH 2 & LH 3 Term: Winter Term CONTENTS 1. INTRODUCTION, AIMS AND OBJECTIVES 2. MODULE OUTLINE AND TEACHING METHODS 3. READING AND COURSE PREPRATION 4. LECTURE WITH DETAILED COURSE PROGRAMME AND OBJECTIVES 5. ASSESSMENT DETAILS 6. INTRODUCTION The unit introduces the law of contract, with a particular emphasis on the formation and operation of business contracts. Learners are encouraged to explore the content of these agreements and then develop skills relating to the practical application of business contracts, including offer, acceptance, intention, consideration and capacity. Relevant case law examples will be covered. Learners will consider when liability in contract arises, the nature of the obligations on both sides of the contract, and the availability of remedies when a contract is not fulfilled in accordance with its terms. Additionally, the unit will enable...
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...SAN MIGUEL OWNERSHIP The company is majority-owned by San Miguel Corporation. Kirin Brewery Company, through its investment arm Kirin Holdings Co. Ltd, holds the most significant minority stake. Philippine mall magnate Henry Sy also has a stake in the company. Other top shareholders as of December 2009 are as follows:[5] Top 10 Shareholders of San Miguel Brewery, Inc. | Name | Shares | Percent | San Miguel Corporation | 7,859,324,270 | 51.000 | Kirin Holdings Co. Ltd. | 7,458,864,880 | 48.388 | PCD Nominee Corporation (Filipino) | 62,538,710 | 0.406 | Henry Sy | 12,500,000 | 0.081 | Syntrix Holdings Inc. | 12,500,000 | 0.081 | PCD Nominee Corporation (Non-Filipino) | 1,209,600 | 0.008 | Isias and/or Melinda Lumanta | 132,000 | 0.001 | Marilyn Maranon | 124,000 | 0.001 | Virgilio Salonoy | 82,000 | 0.001 | Fadil III | 63,000 | 0.001 | John Devela & Jay P Noy CO | 3,000 | 0.00001 | San Miguel Brewery, Inc. (PSE: SMB), a subsidiary of San Miguel Corporation, is the largest beer producer in the Philippines, with a market share of over 95% as of 2008.It has five breweries spread across the country producing eight beer brands, led by its flagship brand San Miguel. Locations/Subsidiaries No. 40 San Miguel Avenue, Mandaluyong City, Manila, Philippines Fax: 63 632 6323099 Distileria Bago Inc. 6/F San Miguel Properties Ctr., St. Francis St., St. Francis St, Mandaluyong City, Philippines Ginebra San Miguel, Inc. 3rd & 6th Floors...
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...Training is a systematic development of knowledge, skills and attitudes required by an individual to perform adequately a given task or job. Training refers to efforts that help enhance employee skills for carrying out the present job. According to Edwin B Flippo, training is the act of increasing knowledge and skills of an employee for doing a particular job. Needs for training: • To improve the current job performance of employees • To familiarize employees with the policies and procedures of the organization. • To enhance the creativity, adaptability and versatility of the employees and to facilitate learning at the work place • To prepare employees for future job. • To change the skills, knowledge and attitudes of the employees on a permanent basis. • To help employees manage their careers. • To maintain knowledgeable work force. • To gain competitive advantage through a knowledgeable work force. • To promote organizational growth through individual growth. Areas of training: • Company policies and procedures • Human relations training • Skill based training • Problem solving training Onsite Workshops for Leadership Team Employees need more than bosses... They need mentors: Professionals skilled at assessing employee development needs and committed to guiding employees toward professional success. Leadership Training for Success All managers need methods. Leaders need to know the most...
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