...The importance of customer service at Enterprise Rent-A-Car Introduction Most people probably think they know what Enterprise Rent-A-Car does. It is in the car rental business and operates a fleet of more than 850,000 vehicles. However, Enterprise Rent-A-Car has quite a different idea of what its business is all about. In Enterprise’s view, the business it is involved in is customer satisfaction. This is a characteristic that it shares in common with every successful service company, large or small. A service business is one that meets customer needs by providing them with a valued service. As individuals, all of us use services – having our hair cut, going to the cinema, drawing money out of our bank account and many other activities. Businesses also use services such as transport, insurance, and financial services. Enterprise Rent-A-Car is the number one rental car company in North America and arguably, the world. CURRICULUM TOPICS • Marketing and the business environment • Customer satisfaction • Evaluating customer service • Market research and development GLOSSARY Service: any way of providing benefits to a customer that doesn’t involve the exchange of a tangible good. Forbes: an American business and financial magazine. It produces lists of the biggest and most important companies in Britain, America and elsewhere. Private companies: companies that are owned by shareholders. These shares are not available for purchase by the general public. Revenue: the total value...
Words: 2485 - Pages: 10
...logistic business have a significant impact in the economy of United Stated. Billions of dollar transaction is occurring throughout the world through courier service. The courier company is also earning millions of dollar through those transactions. But this amount of money has made this business more competitive. In this report, we are going to find out those competitive factors for American Global Logistic. We will also find out a marketing strategy for this company. I am very happy to be a part of such important study. Contents 1.00. Introduction 1 Company Overview 1 2.00. Problem Statement 2 3.00. Methodology 1 4.00. Current Situation Analysis of the company 1 4.01. Situation analysis by marketing mix 1 4.01.01.Product 2 4.01.03 .Price 2 4.01.03 .Place 3 4.01.03. Promotion 3 5.00. Segmentation, targeting and positioning (STP) 3 5.01. Market segmentation 3 5.02. Positioning of the AGL 4 6.00. Environmental analysis 4 6.01. SWOT analysis of the company 4 6.02. PESTE analysis 5 6.03. Competitive analysis 6 7.00. Recommendations 7 7.01. By using S.M.A.R.T. goal 7 7.02. Recommendation by using 4p’s 8 8.00. Conclusion 8 References 8 1.00. Introduction A person or company who is responsible for exchanging items or materials between to different parties’ securely is called currier. Couriers are usually employed by a company that charges a flat rate to the party using the courier service. Federal Express, UPS, DHL, and the States Post all employ couriers to deliver...
Words: 3684 - Pages: 15
...Halliburton Duncan, Oklahoma, in1919 a man by the name of Erle P. Halliburton had borrowed a wagon, some mules, and a pump. Building a mixing box out of wood Erle started an oil well cementing business. Halliburton became one of the biggest suppliers of products and services to the energy industry. The company employs more than 70,000 people and is in at least 80 countries. Halliburton attends the upstream oil and gas industry throughout a lifecycle of the reservoir. Halliburton has two divisions. The first is the Drilling and Evaluation, and the second is the Completion of Production; As of December 31, 2011 between these two divisions accounted for roughly 25.0 billion dollars in Revenue: 58% was in North America and the other 42% was International. In looking at the planning function of management, acquiring experience as a global organization Halliburton adjusts their many departments to the economic area that they are in. Halliburton has an office for each location that they are in. Houston, Texas, was the home of Halliburton’s main office, until they relocated their headquarters to Dubai, a Middle Eastern country. Halliburton every year holds annual planning proceedings for correcting Service Quality and HSE. PII (Performance Improvement Initiative) became about n 1997 and aids to safeguard administrative position, “The PII includes a review of past performance, and assessment of currently available tools, and the development of objectives and strategies for continuous...
Words: 1121 - Pages: 5
...>cases A GEM of a Study >Abstract The Global Entrepreneurship Monitor Entrepreneurial Assessment, a joint project of The Kauffman Center for Entrepreneurial Leadership at Babson College and The London Business School, has undertaken a long-term, large-scale project to prove the causal links between a government’s economic policies and initiatives, the resulting entrepreneurial activity and subsequent economic growth. This case describes multiplestage research, including thousands of interviews in several countries by established research firms. >The Scenario What government policies and initiatives are most likely to generate high levels of entrepreneurial activity? Which are positively correlated with the economic well-being of a country as measured by growth in GDP and job formation? Project directors of the Global Entrepreneurship Monitor (GEM), who define entrepreneurship as “Any attempt at new business or new venture creation, such as self-employment, a new business organization, or the expansion of an existing business, by an individual, a team of individuals, or an established business,” suggest the following: • Promoting entrepreneurship, especially outside the most active age group (25-44), with specific programs that support entrepreneurial activity. • Facilitating the availability of resources to women to participate in the entrepreneurial process. • Committing to long-term, substantial postsecondary education, including training programs designed to develop...
Words: 1592 - Pages: 7
...requirements for federal qualifications are governed under the Public Health Service Act” (Hennessy, 2013). There are approximately 1,200 main health centers that deliver care with over 8,000 service sites all across the United States. An FQHC provides primary care services to patients within the rural areas and are located within schools across America. This special care is allowing children to receive the wellness care to help them stay and improve in school. In reflection of this type of facility, this assignment will be about Capital City Family Health Center. A FQHC center in the heart of Baton Rouge, Louisiana. Taking care of the patients that they have and also providing services to the homeless throughout the metropolitan and surroundings. SWOT “SWOT has been used comprehensively to aid in understanding a variety of decisions and issues including: manufacturing, location decisions; penetration strategy, promotions and joint ventures; economic growth; entrepreneurship; performance and behavior, and strategic planning” (Helms, Moore, & Ahmadi, 2008). Strengths * Pediatricians * Internal Medicine Physicians * Behavioral Health Physicians & Counselors * Dentist * Oral Surgeon * Newly built School base sites * Excellent & State of the Art Facilities * Strong Patient Base *...
Words: 1984 - Pages: 8
...saving account in addition to a huge bundles are offered by different banks all related to its field and purpose. Banks usually provide its customer intangible services rather than a tangible product; which makes the measurement process of the quality of the provided service is very difficult and complicated due to the nature of services. One of the main criteria to judge the quality of the service is to measure the provided service from the customer’s point of view; this point of view could be presented by the customer’s satisfaction percent. That is why all banks are always looking for new and innovative ways in providing its services to customers and to achieve their satisfaction. This research has been conducted to discuss an important issue that occurs within one of the largest and oldest banks in the United Arab Emirates. It talks about the National Bank of Abu Dhabi (NBAD) and specifically covers the Waiting Time issue and it highlights its impact on the customers’ satisfaction. National Bank of Abu Dhabi conducts continuous customer satisfaction survey to ensure the customers’ satisfaction about its provided service and to identify their needs and expectations. Although the customer satisfaction was in a progressive increasing, the waiting time was always the lowest among the rest of criteria. Improving customer satisfaction in regards to the waiting time could be a challenge for the bank due to the diversity of its provided services and its delivery channels. This...
Words: 3187 - Pages: 13
...m31: Home AssignmentCover Sheet Quality ManualVersion 5 2014-15 | Student(s) Name and ID: | Course Code and Title:Integrated Project Quality management. BUS4956 | Date: | Section:CLW | Submission Deadline:week 16 Late submission results in losing grades. For every working day delay the maximum grade decreases by 5%, up to a maximum of 35% after a week. Also note, not following the formatting guidelines an additional 10% may be lost. | Name of the Course Team Leader /Academic Coordinator (Moderator):Dr.BeenaSalimSaji This Assessment and the related Marking Scheme have been pre-moderated and approved by the Course Team Leader/Academic Coordinator of the Business Department according to the following criteria * The learning outcomes are covered as indicated in the assessment strategy. * The questions are clearly constructed and at an appropriate academic level. * The possible marks for each question are clearly stated. * The amount of time for the exam is properly allocated. * The level of English language is clear and suitable for the course. * The marking scheme is clear and detailed | Academic Format Reports/Essays submitted must follow the APA (American Psychological Association)thehttp://owl.english.purdue.edu/owl/resource/560/01/.Formatting and language contribute exactly ten percentage points to the overall grade. | Warning to Students! Students must submit their own works as assignments, and they cannot copy anybody’s ideas into their...
Words: 10151 - Pages: 41
...Airways Corporation is: how to maintain low-costs structure and continue enlarging its market share in the competitive airline industry with increasing fuel costs. II. Strategic Considerations A. Industry Analysis 1. History a). American aviation pioneers attempted to start airlines using airships in the mid-19th industry. b). Aktiengesellschaft was world’s first airline which was founded in November 16, 1909 with the government assistance, and operated airships manufactured by Zeppelin Corporation. c). Tony Jannus conducted the United States’ first scheduled commercial flight on January 1914. d). In 1918, the United States Postal Service won the financial support from Congress to begin air mail service. e). In 1925, Stout Aircraft Company began to construct Ford Trimotor with 12-passenger capacity which became the first successful American airliner. f). At the same time, Pan American World Airways created an air network that linked America to the world. g). At the end of twenty century, a new style of cost airline appeared, offering a no-frills product at a lower price. The representative low-cost carriers are Southwest Airlines, JetBlue and AirTran Airways. h). The September 11th terrorist attacks resulted the airline industry bailout which lost $30 billion with 100,000 employees laid off. k). Today, JetBlue, Southwest and Air Tran have become the most...
Words: 2121 - Pages: 9
...Airways Corporation is: how to maintain low-costs structure and continue enlarging its market share in the competitive airline industry with increasing fuel costs. II. Strategic Considerations A. Industry Analysis 1. History a). American aviation pioneers attempted to start airlines using airships in the mid-19th industry. b). Aktiengesellschaft was world’s first airline which was founded in November 16, 1909 with the government assistance, and operated airships manufactured by Zeppelin Corporation. c). Tony Jannus conducted the United States’ first scheduled commercial flight on January 1914. d). In 1918, the United States Postal Service won the financial support from Congress to begin air mail service. e). In 1925, Stout Aircraft Company began to construct Ford Trimotor with 12-passenger capacity which became the first successful American airliner. f). At the same time, Pan American World Airways created an air network that linked America to the world. g). At the end of twenty century, a new style of cost airline appeared, offering a no-frills product at a lower price. The representative low-cost carriers are Southwest Airlines, JetBlue and AirTran Airways. h). The September 11th terrorist attacks resulted the airline industry bailout which lost $30 billion with 100,000 employees laid off. k). Today, JetBlue, Southwest and Air Tran have become the most...
Words: 2121 - Pages: 9
...Introduction Electrocomponents PLC is a multinational company based in the United Kingdom operating in the distribution of electronics and maintenance products. The international firm’s products include electrical, test and measurement, electronics, control, automation, and support. The company has expanded and established branches in United Kingdom, Asia Pacific, North America, and continental Europe. The office in the United Kingdom controls the operations in United Kingdom and exporting of products to distributors in countries that do have the firm’s local operating subsidiaries. Continental Europe controls operations in Spain, Germany, Ireland, Belgium, Hungary, Poland, Sweden, France, Norway, Austria, Italy, the Netherlands, Czech Republic, and Switzerland. The North American branches control the firm's operations in Canada and United States of America. Asia Pacific controls the operations in Japan, Taiwan, Chile, China, Philippines, Singapore, Malaysia, Thailand, South Africa, New Zealand, and Australia (Mullins and Walker, 2013). The firm operates under two principal brands namely; allied electronics (united states of America and Canada), and RS Components operating across the globe (in over 24 countries). The firm has over one million customers from eighty countries to whom it distributes over 500,000 products acquired from over 2,500 suppliers across the world (Reuvid, 2012). The company’s primary customers include electronic companies, technical users, and engineers, as well...
Words: 2624 - Pages: 11
...chapter 1 Marketing in a Changing World: Creating Customer Value and Satisfaction ROAD MAP: Previewing the Concepts Fasten your seat belt! You’re about to begin an exciting journey toward learning about marketing. To start you off in the right direction, we’ll first define marketing and its key concepts. Then, you’ll visit the various philosophies that guide marketing management and the challenges marketing faces as we move into the new millennium. The goal of marketing is to create profitable customer relationships by delivering superior value to customers. Understanding these basic concepts, and forming your own ideas about what they really mean to you, will give you a solid foundation for all that follows. After studying this chapter, you should be able to 1. define what marketing is and discuss its core concepts 2. explain the relationships between customer value, satisfaction, and quality 3. define marketing management and understand how marketers manage demand and build profitable customer relationships 4. compare the five marketing management philosophies 5. analyze the major challenges facing marketers heading into the next century Our first stop: Nike. This superb marketer has built one of the world’s most dominant brands. The Nike example shows the importance of — and the difficulties in — building lasting, value-laden customer relationships. Even highly successful Nike can’t rest on past successes. Facing “big-brand backlash,” it must now learn how to be both big...
Words: 18287 - Pages: 74
...chapter 1 Marketing in a Changing World: Creating Customer Value and Satisfaction ROAD MAP: Previewing the Concepts Fasten your seat belt! You’re about to begin an exciting journey toward learning about marketing. To start you off in the right direction, we’ll first define marketing and its key concepts. Then, you’ll visit the various philosophies that guide marketing management and the challenges marketing faces as we move into the new millennium. The goal of marketing is to create profitable customer relationships by delivering superior value to customers. Understanding these basic concepts, and forming your own ideas about what they really mean to you, will give you a solid foundation for all that follows. ᭤ After studying this chapter, you should be able to 1. define what marketing is and discuss its core concepts 2. explain the relationships between customer value, satisfaction, and quality 3. define marketing management and understand how marketers manage demand and build profitable customer relationships 4. compare the five marketing management philosophies 5. analyze the major challenges facing marketers heading into the next century Our first stop: Nike. This superb marketer has built one of the world’s most dominant brands. The Nike example shows the importance of — and the difficulties in — building lasting, value-laden customer relationships. Even highly successful Nike can’t rest on past successes. Facing “big-brand backlash,” it must now learn...
Words: 18289 - Pages: 74
...demands that some innovative technologies to be developed by participating companies. Sherwin-Williams (SHW) has been a fore-runner in the paint industry for over a century. The development of technology has helped the company execute well informed decisions more than ever before. How will SHW use current products and technologies to assist with their various business units become more efficient and operate effectively? The expansion of SHW will depend on its customer service, product development, and its executive management team. The purpose of this paper is to create a sustainable solution in which the company can investigate the strategies suggested to help them develop their present value added services within their business units during the next century. The major focal points of this paper will include an executive summary, an analytical look into the current strategies using different tools such as a SWOT and Porter’s five forces analysis. The five force analysis will determine external events that can have a direct impact on how they conduct business. A general forces analysis will examine the local environment and how it plays a significant part of their growth. The SWOT analysis will shed light on the strengths, weaknesses, opportunities, and threats of the organization. This report will also examine the current SHW strategy and its alignment to the vision of the company. A fitness landscape analysis will be prepared to assess the value of the company, industry and optimality...
Words: 11813 - Pages: 48
...chain in the United States and the largest employee-owned supermarket chain in the country, it is a privately-held company which operates stores in Florida, Georgia, South Carolina, Alabama and Tennessee. This supermarket chain was founded by George W. Jenkins in 1930 in Winter Haven, Florida, and currently operates 1073 supermarkets, 8 distribution centers and 5 manufacturing facility employing in excess of 162,000 employees. (figure 1.) Store Locations * Florida - 755 * Georgia - 180 * Alabama - 55 * South Carolina - 48 * Tennessee - 35 | Distribution Centers * Boynton Beach, FL * Miami, FL * Deerfield Beach, FL * Orlando, FL * Jacksonville, FL * Sarasota, FL * Lakeland, FL * Lawrenceville, GA | Manufacturing Facilities * Atlanta, GA - Bakery Plant * Deerfield Beach, FL - Dairy Plant, Fresh Foods * Jacksonville, FL - Fresh Foods * Lakeland, FL - Bakery Plant, Dairy Plant, Deli Kitchen, Fresh Foods, and Printing Services * Lawrenceville, GA - Dairy Plant | Publix Supermarket’s sales in 2012 were $27.5 billion this represented increase of 3.8 percent over 2011 sales and placed net earnings $1.6 billion, up 4% from 2011. Publix’s sales for the first half of 2013 were $14.5 billion, a 5 percent increase from last year’s $13.9 billion. In pursuit of achieving its mission statement “Our Mission at Publix is to be the premier quality food retailer in the world.” Publix has focused on delivering customer value and customer service. They...
Words: 2879 - Pages: 12
...value added services and delivery of goods and services. According to a study third party logistic is a set of basically a relationship between buyers, sellers and logistic service providers in the supply chain. They provide a clear between third party logistics providers and the service providers. As per the research the term logistic service provider has been used as the interchangeable denote for the external suppliers that have been performing a part of logistic function within a company. The relationship between third party logistic companies and ecommerce has been a force which has driven the company towards constant growth and success of the various companies in the electronic commerce industry. The research study indicates that the impact or the importance of third party logistic companies has been of great support to the ecommerce industry. Along with this, many research studies have indicated that with the outsourcing of third party logistics companies as the supply chain management of the ecommerce companies have been a strong element of this industry. With a quiet and simple way, ecommerce from a communication point of view is understood as the...
Words: 15353 - Pages: 62
