...Viewpoint * Reimi, operations manager Problem Statement * How can Reimi improve the profitability of the establishment? Key objectives * Improve profitability of the establishment * Achieve quota sales every week * Decrease costs Areas for consideration * Employees * Inventory * Facility Layout Alternative course of action * Design the place/ facility in to better and more attractive, such as adding bands, themes, promotional events Advantage * It can build its competitive advantage and help attract more customers Disadvantage * It will acquire more costs * Deduct the number of full time employees, add part-time employees and train them to be pleasant to the customers Advantage * It will help decrease labor costs Disadvantage * There could be unexpected high demand of customers, so there could be problems in serving them due to lack of employees * Forecast demand and reduce inventory of products/ingredients/materials on days that it is not selling Advantage * There is inventory control and will help decrease inventory costs Disadvantage * There could be shortage of products/ingredients in case of unexpected high demand that will cause unsatisfying customers. Recommendation As an operation manager, since, the size of establishment is only 80 square meters so the place is too small and the employees are too many for it. Considering the fact that most of the weekdays have fewer customers, so...
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...Keller Graduate School of Management Case Study 1: Guest Satisfaction at the Convention Center Hotel Week 3 Irene Garcia Vilardosa HOSP582 Survey of Hospitality Management Dr. Pratt Introduction In order to be successful in the market it is not sufficient to attract new customers. Managers should also concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry, customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Problems with front office In order to solve the customers dissatisfaction issues related with check in and check out, Frank should take into account the reservations and have more employees working at front desk when the number of reservations is higher so they do not have to be waiting for a long time. During major arrivals and departures days, the staff has to be increased so that the guests are quickly addressed and they can continue with their trips or business without wasting too long. Problems with housekeeping When dealing with a situation as described in which rooms are not ready, there are usually two possible options to consider. Either the housekeeping staff is not enough considering the number of...
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...Michigan. This is a call center environment and the company employs 250+ representatives at this particular location. In the customer care department there are representatives, supervisors, four associate directors and one head director of the overall department. Each supervisor has 12-15 representatives that they must oversee. The duties of each representative consist of retaining customer business by renewing contracts, present data solutions, offer accessories, demonstrate equipment functions and network capability and answer customer billing questions. The supervisors’ job is to monitor daily team results to ensure performance, retention and objective compliance, complete monthly reporting, provide effective feedback, supervise, educate and motivate their team to exceed all performance measures. I have worked for this same wireless carrier for 4 years and I currently work in their financial service department but I have a few close friends who work in the customer care department who don’t be satisfied with their jobs. I found this quite interesting because we all worked for the same company but there seemed to be a huge difference in job satisfaction from department to department. In order to find out what this difference is from our department to theirs I did an hour of side by sides with some of the customer care representatives and gave my friends from the department a survey to fill out that dealt with job satisfaction. Problem Statement Most of the feedback I received...
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...The performance of the Nuclear Tube Assembly Room has been significantly improved by Mr.Walter Long’s design method of highly motivating jobs for his workers. The recommendations laid out in the Process Engineer Proposal (PEP) will damage both the workers’ morale and put Mr. Long’s current success in the NTAR efforts in vain. In order to successfully start the LDTC and maintain the high improved performance of the NTAR, I recommend the PEP be rejected and your company create a new proposal that (1) preventing Mr. Singer from interfering with the production of the roomlimits Harold Singer’s interaction with the NTAR employees; (2) has no fixed-station assignment; (3) has no process specifications; and (4) combines testing with operation. NTAR ANALYSISAnalysis Before Mr. Long assumed his managerial role, the NTAR hadd a reputation of its employees being agitators and persistent troublemakers before Mr. Long assumed the management of it. Production was low and costs were out of control. Then Mr. Long reversed the situation over the past 24 months. The group has shown a 53% improvement in the dollar output per man-hour of work, 24% increase in direct labor efficiency and 11% to 12% improvement in the raw material utilization in tubes produced. In most recent fiscal year, the profit position for tube manufacturing operations was one of the best in the company. The group generated $457,000 profits, 45.7% of the company’s total profits. The high performance of the group is largely...
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...Analysis of the Case The Division of Environmental Assessments is now a very important governmental unit, because its mandate has been switched from environmental impact assessment to assessment of environmental plans of oil and gas developments. Based on the importance of oil and gas, this division is clearly under pressure to meet demands and expectations of clients. For this reason, the leadership as well as team members working with the division must employ new strategies that not only increase their efficiency, but also encourage them to work together as a team. This paper analyses some of the problems facing the Division of Environmental Assessments, as well as some solutions aimed at improving employee experience. Problems There are underlying problems in the case. The problems must be solved if the division is to play a more complete role in assessment of environmental plans of oil and gas developments. One of the clearest problems is poor employee retention. In the history of the division, it is obvious that employee turnover has not been a serious issue. However, there is now an increase in the turnover rate, and the ability of filling vacant positions is becoming increasingly difficult. From the case, it is evident that within the first month of Jane’s leadership as the Manager of Environmental Assessments, the division has lost one top engineer and one junior engineer. The main reason why employees are leaving the division is that they are receiving more attractive...
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...12% improvement in the raw material utilization in tubes produced. In most recent fiscal year, the profit position for tube manufacturing operations was one of the best in the company. The group generated $457,000 profits, 45.7% of the company’s total profits. The high performance of the group is largely due to Mr. Long’s job design, which matched task characteristics and workers’ skills and interests. Additionally, Mr. Long’s method of empowering workers for success and encouraging them to meaningfully connect with their labor has transformed “agitators” and “troublemakers” into the company’s most valuable employees. Core job dimensions—skill variety, task identity, autonomy and feedback are also positively related to overall job satisfaction. Skill variety& Task identity Workers in the NTAR could use their various skills to perform several kinds of...
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...Improving Organizational Performance Rose Bond PSY/428 June 25, 2014 Melissa Ray Airdevils Redirection Airdevils is a company that provides dynamic stunts such as sky diving, sky surfing, hang gliding , para gliding, ballooning and micro lighting, for the movie industry as well as demonstration events, publicity stunts and marketing campaigns. Founded by Chelsea Evans in 1995, later to be joined by four colleagues in 1996.The organization has since grown to employ 115 individuals. After two years of business decline, Ms. Evans requested consultation from Dream Teamwork’s, an organizational consulting firm directed by Peter Mallow. By utilizing the Job Descriptive Index created by Patricia Cain Smith and her colleagues, an overview of employees’ needs and concerns are identified. Following are the issues, recommendations and results of these intervention strategies. Cycle 1 Situation- The results of the JDI depict a very low level of overall job satisfaction among the stunt groups stemming from the perceived routine nature of their work. “The personal profile of an average stunt performer showed that they were motivated by the challenges in performing stunts. Once they had perfected a stunt routine, their natural tendency was to indulge in something more challenging. However, the job profile of the stunt performers indicated that not only was the job of a stunt performer monotonous, it also entailed undertaking other activities unrelated to performing...
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...unique culture that can be thought of as a very strong customer-responsive culture. Their company motto is “Don’t be Evil” which exemplifies their goal of developing products in the best interest of the customer. Although they deal with their customers in a virtual world, they have increased customer satisfaction through their innovations that are developed in order to improve the usefulness and efficiency of their products. Additionally, Google encourages innovation within its organization. Engineers are allowed to spend 20% of their time to work on “pet” projects, which has cultivated numerous projects. Some of the more successful projects include Google Earth, Gmail, and Google mobile which allows customers to get answers via text(Google gears down). Furthermore, this empowers the employees of Google to create and improve effective products that will increase the convenience and satisfaction customers will experience when using the internet. Google seeks to eliminate hierarchical structures by dividing employees into small teams that work on certain tasks. Also, Google offers employees with incredible perks that set them apart from other companies and increases job satisfaction and motivation within their employees. For example, there is free food, free fitness center, and a free doctor on site that the employees have access to. Google is very outcome oriented because they value creativity. Finally, Google’s culture creates an environment that focuses on team orientation and...
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...31 31 REVIEW OF LITERATURE This chapter attempts to review different literatures on customer satisfaction with reference to hotel industry and presents various studies made regarding the issues related with hotel industry and customer satisfaction. Customer – De finitions Paul S. Goldner (2006) 1 Grigoroudis, E and Siskos, Y (2009) defines, “...a customer is any organization or individual with which you have done business over the past twelve months”. 2 “Customer means the party to which the goods are to be supplied or service rendered by the supplier”. provide definition for ‘customer’ upon two approaches: With refe rence to loyalty, “A customer is the person that assesses the quality of the offered products and services” and on process oriented approach, “the customer is the person or group that receives the work output” (p.9). 3 Customer Satisfaction – Definitions Satisfaction has been broadly defined by Vavra, T.G. (1997) as a satisfactory post - purchase experience with a product or service given an existing purchase expectation. 4 Howard and Sheth (1969) 5 According to Westbrook and Reilly (1983) define satisfaction as, “The buyer’s cognitive state of being adequately or inadequately rewarded for the sacrifices he has undergone” (p.145). 6 , customer satisfaction is “an emotional response to the experiences provided by, associated with particular 32 products or services purchased, retail outlets, or even molar patterns...
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...building a sports complex for his business to occupy. Dyer needs to double his business in order to support this goal. In using S.W.O.T. analysis to evaluate NOCO’s current situation it is clear that NOCO has a number of things working for it already; customer retention is very high, awareness of NOCO in its’ current market is close to 100 percent and Dyer has access to enough trainer resources to continue his company’s growth. Some of the obstacles NOCO faces in working toward expansion are loss of customer base to high school sports programs after they reach 14 years old, a narrow selection of programs for current customers, lack of diversification and limited awareness of the company’s programs and philosophy in adjacent towns. Dyer could employ many operational strategies help reach his ultimate goal of a new sports complex. There are several opportunities available for NOCO to take advantage of with minimal threat or competition to worry about. Dyer has noticed that as the kids in his programs begin high school and start to participate in school sports, they tend to lose interest in the soccer programs he offers. Dyer might try product development by offering camps and training programs for the older students outside of their school and school sport schedules. Summer camps geared toward a general sport theme as opposed to just soccer might appeal to the older kids that are involved in various sports and want to stay fit and sharp over the summer months in preparation for the...
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...Abstract Managers always strive to recruit and retain quality employees and reduce turnover rates in their organizations. The study proposes that employee retention rates at Applied Research Associates (ARA) are driven by employee satisfaction. Applied Research Associates employs just over 1,200 employees and the study will use a written, paper survey to collect information from 200 randomly selected employees. Some of the information collected will be used to classify the study participants. The remaining information regarding employee views on benefits and career advancement opportunities within the company will be used to measure the level of employee satisfaction and will be analyzed for potential areas to improve retention of quality employees at ARA. Make sure word count is at 150 or less. Good summary Employee Retention at Applied Research Associates From an organizational perspective, the recruitment and retention of top-notch employees is even more important today than ever before (Holtom, Mitchell, Lee, & Eberly, 2008). Successful organizations have become increasingly dependent on their quality this maybe bias calling them quality employees employees’ ability to adapt to market changes; the same market changes that may cause job dissatisfaction among employees and increase voluntary turnover rates of key employees (Chen, Ployhart, Thomas, Anderson, & Bliese, 2011). Applied Research Associates has an excellent record in recruiting high quality employees...
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...SERVICE DELIVERY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY (A STUDY OF GUARANTY TRUST BANK PLC AND SKYE BANK PLC) BY ABDULLAHI, RUKAYAT OPEMIPO MATRIC NO: 101003311 A PROJECT SUBMITTED TO THE DISTANCE LEARNING INSTITUTE, UNIVERSITY OF LAGOS, AKOKA IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF THE BARCHELOR DEGREE IN BUSINESS ADMINISTRATION (B.Sc.), BUSINESS ADMINISTARTION OF UNIVERSITY OF LAGOS. DECEMBER, 2015. CERTIFICATION This is to certify that this research project titled “Service Delivery and Customer Satisfaction in the Nigerian Banking Industry” was written by ABDULLAHI, RUKAYAT OPEMIPO with the matriculation number 101003311 under my supervision. -------------------------------------------- --------------------------- MR OLAREWAJU, A.D Date Project Supervisor DEDICATION This research work is dedicated to the Almighty Allah, the Omniscience- the giver of knowledge. To my family. ACKNOWLEDGEMENT In the course of this research work, I am greatly indebted to a host of people who in a way of their moral and intellectual support, have made the success of this project. I cannot but express my gratitude to God Almighty, the giver of wisdom, who has granted me the opportunity, wisdom and knowledge to complete this programme despite many huddles and challenges of life. My special...
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...Linking Customer and Employee Satisfaction to the Bottom Line Also Available from ASQ Quality Press: Analysis of Customer Satisfaction Data Derek R. Allen and Tanniru R. Rao Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results Earl Naumann and Steven H. Hoisington Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification Terry G. Vavra Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs Terry G. Vavra Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, Second Edition Bob E. Hayes The Trust Imperative: Performance Improvement through Productive Relationships Stephen Hacker and Marsha Willard Customer Satisfaction Measurement and Management Earl Naumann and Kathleen Giel Performance Measurement Explained: Designing and Implementing Your State-of-the-Art System Bjørn Andersen and Tom Fagerhaug Value Leadership: Winning Competitive Advantage in the Information Age Michael C. Harris To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our Web site at http://qualitypress.asq.org . Linking Customer and Employee Satisfaction to the Bottom Line A Comprehensive Guide to Establishing the Impact of Customer and Employee Satisfaction on Critical Business Outcomes Derek R. Allen and Morris...
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...www.emeraldinsight.com/0959-6119.htm IJCHM 23,6 The effects of employee empowerment on employee job satisfaction A study on hotels in Turkey Elbeyi Pelit School of Tourism and Hotel Management, Afyon Kocatepe University, Afyonkarahisar, Turkey 784 Received 22 April 2010 Revised 31 July 2010 8 October 2010 28 December 2010 18 February 2011 Accepted 26 February 2011 ¨ ¨ ¨ Yuksel Ozturk ¨ ¸ Faculty of Tourism, Gazi University, Golbası-Ankara, Turkey, and ¨ Yalcın Arslanturk ¸ ¨ ¸ Faculty of Commerce and Tourism Education, Gazi University, Golbası-Ankara, Turkey Abstract Purpose – The main objective of this study is to determine the impact of employee empowerment on job satisfaction. To serve this purpose, empowerment is taken into consideration as two dimensions – i.e. behavioral and psychological – and the effect of employee empowerment on the level of job satisfaction was examined by taking these two dimensions into consideration as a whole and separately. Design/methodology/approach – A questionnaire was employed in order to collect data on job satisfaction as well as behavioral and psychological empowerment. The data collected were analyzed through correlation and regression analyses. The study covered 1,854 participants employed at five-star hotels in Turkey. Findings – The findings suggest that the most positive aspects related to job satisfaction are relations with the colleagues and physical conditions, while the most negative aspect is the wage issue...
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...develop mechanisms for manufacturing managers to participate in strategy formulation will have improved competitive capabilities and better performance than firms that do not. Using the result from a large-sample survey, this study develops valid and reliable measures of advanced manufacturing technology and manufacturing managers’ participation in strategy formulation as well as the competitive capabilities of a firm. Linear structural equation analysis ŽLISREL. results show that the relationships between a firm’s practices in these two areas and its competitive capabilities are found to be statistically significant and positive. Also, high levels of these competitive capabilities lead to high levels of performance as measured by customer satisfaction and marketing performance. q 1999 Elsevier Science B.V. All rights reserved. Keywords: Empirical research; Operations strategy; Measurement and methodology; Technology management 1. Introduction Expanding global...
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