...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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...to 5. 1 being strongly disagrees, 2 being disagree, 3 unsure, 4 agree, and 5 strongly agree. In order for us to interpret and discuss what the results of our data suggested. The researchers went through each question and tallied up the ratings of the thirteen 13 employees and managers. With the data provided by the volunteers, our researchers had to answer what did it all suggest through what we were trying to get at through our 6 research questions. We the researchers investigated the aspects of does the staff work together as a team, what factors influence their teamwork, as well as how could their teamwork be improved. In addition, they wanted to also investigate what were the levels of job satisfaction and motivation of the current Mimi’s volunteers, what factors increase or hinder those levels, and how can those levels of job satisfaction and motivation be improved. ORGANIZATIONAL TEAMWORK Results from the analysis showed that both the managers and employees rated strongly agreed and/or agreed that the Mimi’s staff in fact does works as team. Overall the researchers believe this organization does work together as a team. Demonstrated by survey question 6, which states, “I think teamwork is extremely important.” The means for this question was 4.85 and a standard deviation of .38. This shows that the majority of the volunteers who participated in the survey enjoy...
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...Improving Organizational Performance at AirDevils Linking job satisfaction and organization productivity directly to an employee’s psychological state within the workplace is possible using theory of motivation. Rectifying psychological causes such as dissatisfaction motivate employees to perform tasks well, thus leading to productive behavior. Rectifying psychological factors can remove workplace stressors and relieve issues employees face in the workplace. AirDevils is a company full of dissatisfied and stressed employees. Although they may seem linked, the cause for dissatisfaction is not the cause for stress or vice versa as two specific groups make up the company. The performers make up one group and the supporting crewmembers make up the other. Dissatisfied performers create a downward spiral in productivity, and stressed crewmembers are unavailable or missing from work. The job characteristics theory of motivation is applicable to both groups to create improved job satisfaction and organizational productive by lowering stress. Improving the performers behavior by incorporating new stunts in routines can create a better aerial performance. In turn, AirDevils may begin to win awards in competition with the new routine, leading to improved job satisfaction. Some crewmembers are also aspiring performers, but too many are not able to keep pace because of injury and job stress. To reduce dissatisfaction and stressors, AirDevils must alleviate problems between performers and...
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...CUSTOMERS SATISFACTION TOWARDS HONDA ACTIVA -A STUDY WITH SPECIAL REFERENCE TO NILAMBUR The Project Report Submitted to the partial fulfillment of B.com Degree Programme (CCSS 2009 Admission) By ABDUL SHAMEER. P AZAJBCM018 DEPARTMENT OF COMMERCE AMAL COLLEGE OF ADVANCED STUDIES, NILAMBUR 2012 DEPARTMETN OF COMMERCE AMAL COLLEGE OF ADVANCED STUDIES MYLADI, ERANHIMANGAD PO, NILAMBUR 679393 Certificate This is to certify that Mr. Abdul Shameer. P (Reg No AZAJBCM018), a student of sixth semester B.com Degree Programme has undertaken a project survey on Customer satisfaction towards Honda Activa under the supervision of Mr Abbas Vattoli, Assistant Professor, Department of Commerce, Amal College Nilambur from 12/12/2011 to 05/03/2012. The project work entitled “CUSTOMERS SATISFACTION TOWARDS HONDA ACTIVA -A STUDY WITH SPECIAL REFERENCE TO NILAMBUR” embodies the original work done by Mr Abdul shameer P during his above project period During the period his conduct was good and we wish him all success for his promising future. For Department of Commerce Dhanya. KA HOD of Commerce Amal College of Advanced Studies, Nilambur ACKNOWLEDGEMENT This Project Report entitled “CUSTOMERS SATISFACTION TOWARDS HONDA ACTIVA -A STUDY WITH SPECIAL REFERENCE TO NILAMBUR” has been prepared by me and I had under taken project survey under the supervision of Mr Abbas vattoli, Assistant Professor...
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...term ‘Satisfaction’ imply to an employee? It implies nothing else than the feeling of either being contended or non-contended on using a product. Employee Satisfaction is a prerequisite for the customer satisfaction. Enhanced employee satisfaction leads to higher level of employee retention. A stable and committed workforce ensures successful knowledge transfer, sharing, and creation --- a key to continuous improvement, innovation, and knowledge-based total customer satisfaction. When companies are committed with providing high quality products and services; when companies set high work standards for their employees; and when employees are empowered through training and development, provided with knowledge and information, permitted to make mistakes without punishment, and trusted; they will experience an increase in their level of satisfaction at work. This level of satisfaction can be enhanced further if teamwork and visionary leadership are introduced. Continuous improvement comes from the efforts of the empowered employees motivated by visionary leadership. This is supported by the findings that empowerment and visionary leadership both have significant correlation with employee satisfaction. Teamwork is also supported by the findings. In addition, the study found significant correlation between employee satisfaction and employee’s intention to leave. The success of a corporation depends very much on customer satisfaction. A...
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...The Science of Customer Satisfaction The American Customer Satisfaction Index uses customer interviews as input to a multi-equation econometric model developed at the University of Michigan's Ross School of Business. The ACSI model is a cause-and-effect model with indices for drivers of satisfaction on the left side (customer expectations, perceived quality, and perceived value), satisfaction (ACSI) in the center, and outcomes of satisfaction on the right side (customer complaints and customer loyalty, including customer retention and price tolerance). The indexes (shown in the diagram below) are multivariable components measured by several questions that are weighted within the model. The questions assess customer evaluations of the determinants of each index. Indexes are reported on a 0 to 100 scale. The survey and modeling methodology quantifies the strength of the effect of the index on the left to the one to which the arrow points on the right. These arrows represent "impacts." The ACSI model is self-weighting to maximize the explanation of customer satisfaction (ACSI) on customer loyalty. Looking at the indexes and impacts, users can determine which drivers of satisfaction, if improved, would have the most effect on customer loyalty. [pic] 1 Customer Satisfaction (ACSI) The customer satisfaction (ACSI) index score is calculated as a weighted average of three survey questions that measure different facets of satisfaction with a product or service. ACSI researchers...
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...Mitigating the Adversity of Outsourcing: Outsourcing from the Employee’s Perspective Schillen & Steinke Mitigating the Adversity of Outsourcing: Outsourcing from the Employee’s Perspective Sarah J. Schillen Seattle Pacific University USA sschillen@gmail.com Gerhard Steinke Seattle Pacific University USA gsteinke@spu.edu ABSTRACT This paper explores how outsourcing activities and decisions put the well-being of the remaining employees at risk, ultimately affecting productivity and creating further costs to the employer. It highlights four potential threats to remaining employees: trust, job satisfaction, motivation, and stress. The paper provides several suggestions for mitigating these impacts, including communication to retain trust, acting ethically to ensure satisfied employees, seeking an understanding of employee perspectives to build employee motivation, and providing good planning along with training and development to reduce employee stress. INTRODUCTION Globalization provides organizations with more options than ever before. Business leaders are continuously encouraged to adapt, reevaluate, and strategically improve processes and approaches. Best practices are reinvented rapidly in attempt to keep up with market trends. The quest to recognize new methods for increasing revenue has become the inspiration for exploring new management techniques and strategies. One such rising trend in the advent of global markets is that of outsourcing. Common purposes for outsourcing...
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...Comcast: How to Satisfy the Unsatisfied Worker Comcast Corporation is a publicly traded global media and technology company with two primary businesses, Comcast Cable and NBCUniversal. Comcast Cable is the nation's largest video, high speed internet and phone provider to residential customers under the XFINITY brand and also provides these services to businesses. Comcast headquarters is in Philadelphia. Comcast applies the latest innovation and technology to entertain, inform and connect people in new ways. As a company uniquely positioned to inform, empower, and inspire, Comcast embraces the opportunity to create conversation and mobilize action. They believe it's not just about moving the business forward; it's about moving people forward. Comcast has gone through many organizational changes and acquisitions like many global companies. Employees in the call centers feel that with all the changes made the company has lost sight of the employees’ wants and needs. Comcast has a great health benefits package, free cable service, employee engagement activities, incentives, perks and discounts with other companies, and a great financial benefits package. However employees are still unsatisfied because of the things they used to have such as Christmas parties, Christmas bonus, bigger productivity bonuses and a more laid back atmosphere. Employees in the billing department use to receive comp time off and received higher commissions. The Chicago Division...
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...Modeling Mentoring Customer Satisfaction Measurement : What we always believed to be Improved Quality Increased Satisfaction 6.8 7.2 0 10 5 7.8 8.4 0 Decreased Satisfaction 10 Poor Quality Measuring Modeling Mentoring Satisfaction as `experience’ is not one homogenous state Measuring it as just One Number is oversimplification. Satisfaction is a panorama of several shades / states Disgust Dissatisfaction Satisfaction Delight Measuring Modeling Mentoring Customer Satisfaction : what every one does MEAN SCORE 0 10 Dissatisfaction Satisfaction Delight TOP BOX SCORE Measuring Modeling Mentoring Customer Satisfaction is also discontinuous Dissatisfaction Satisfaction Delight Less Satisfied Satisfied More Satisfied Excited Disappointed Measuring Modeling Mentoring Satisfaction : Continuous or Categorical Variable ? Continuous Variable Age in years, Weight, Blood pressure reading , Temperature, Concentrations of pollutants Satisfaction : Rating on a scale Categorical variable (Items can be sorted into categories like sorting into bins) Sex Nationality race/ethnicity favorite pet Dissatisfaction-Satisfaction-Delight Measuring Modeling Mentoring Satisfaction as `Continuous Variable’ has led to several problems Neither key drivers of overall satisfaction can be estimated reliably Nor A robust relationships between Satisfaction & Loyalty & Advocacy cannot...
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...Adina Scruggs MKT 500 – Assignment # 4 August 21, 2011 Mission Statement: "Pack and exhale" - Offer peace of mind to customers by providing most efficient and reliable moving and storage services available. We strive to exceed customer’s expectations by building relationships between you and our team to consistently meet your needs. By utilizing the highest standards of design, development and management, we will provide facilities that consistently deliver satisfaction, value and peace of mind for our customers. Company Description: Establish a self-storage business in the US and India that offers portable moving solutions, packing services and off-site storage solutions for residential and commercial customers. Move N Store Inc. offers long and short term storage in a warehouse type of facility with climate controlled and non –climate controlled floors. Some of the key features at each facility are: * On-site managers who reside at the facility and operate from the office from 9AM – 5PM. * Automated / Controlled gate access to the facility so the facility is accessible 24/7. * Loading bay with large garage doors accessing the loading dock, so that vehicles can be parked directly outside the elevator lobby for ease of loading and unloading. * Surveillance cameras on each floor in several areas for customer safety. * Individual door alarm for each unit. * Well lit aisles and lobby areas. * Completely fenced facility. * Boat, RV or...
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...HIGH-INVOLVEMENT WORK DESIGN AND JOB SATISFACTION ROBERT D. MOHR and CINDY ZOGHI Job satisfaction has important economic effects. Low job satisfaction is associated with higher rates of quitting and higher rates of absenteeism; high job satisfaction correlates with improved job performance and organizational citizenship behaviour. Dissatisfaction therefore may result in higher labour costs and lower productivity. This article studies the relationship between job satisfaction and high-involvement. The huge no. of observation (25000) has allowed the authors to draw general insights about the relationship. Also authors could check additional variables which may be indicator of dissatisfaction and thus allowed the authors to test how broad a range of satisfaction measures can be linked to high-involvement work practises. Finally, because they used a data set that includes information from both employers and employees and follows both groups over time, they can control for a number of specific sources of bias, and look for evidence on the direction of causality. Background of research: A large body of literature on socio-technical systems, total quality management, and high-performance work systems argues that jobs with a high degree of employee involvement might increase satisfaction. The existing literature also recognizes, however, that even if a positive association between the characteristics of work and the evaluative judgment that individuals make about their jobs...
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...effects of life-satisfaction on productivity but there is a lot of research on the link between job satisfaction and work performance. This research shows modestly positive correlations with productivity, absenteeism and labour turnover. These correlations tend to be stronger among white collar workers. It is still largely unclear to what extent satisfaction effects productivity or vice versa. See Scheme 1. There are different claims about the effect of happiness on productivity. Some think that the enjoyment of life will produce involvement and smooth interaction, thus boosting productivity. Others rather expect that happiness will reduce the motivation to seek improvement and make them passive and dull. There is no research on the effects of overall happiness or life-satisfaction on productivity. However, there is a lot of research on the relationship between job satisfaction and work performance. Job satisfaction is quite highly correlated with overall happiness, and can be looked at as one of its main components. Hence the results of the available research data are at least suggestive in this discussion. The Human Relations movement, of Elton Mayo and others, believed that job satisfaction had beneficial effects, including increased work performance (Argyle, 1988). Let us consider whether this is in fact the case. Do satisfied workers really work harder? If they do, is it because they are satisfied or vice versa? Measuring job satisfaction How can job satisfaction be measured...
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...Chapter 14-: Evaluation of HRPrograms and Policies4 Keeping Score • Corporate Scorekeeping: allows organizations to make the adjustments necessary to reach their goals • Scorecard: has measures of key indicators that focuses managers’ and employees’ attention on what is important to the organization organization • Reminder – objective is to: • Measure progress • Pinpoint weaknesses • Discover and address gaps The Importance of Evaluating HRM • Many people dislike the HR department and see it as a cost that adds no value. • HR department treated as an operational unit and is subject to questions about its contribution to organizational performance. • HR managers must “add value” show contribution and value of HR activities in the numbers and language of business, to decrease HR’s vulnerability to destructive proposals. “Make a difference” or be abolished! Slow Growth in HR Measurement • Some HR managers resist measuring their work because outcomes such as employee attitudes or managerial productivity are impossible to calibrate meaningfully. If you can’t measure, then you can’t manage or improve! • Measurement is fueled by: 1. Business improvement efforts 2. Positioning HR as a strategic partner 3. The need for objective indicators of success Sarbanes-Oxley – A Case for HR Measurement • US legislation that affects Canadian companies operating in the US • Provides another reason to measure HR performance. • Under the legislation, disclosure requirements...
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...The performance of the Nuclear Tube Assembly Room has been significantly improved by Walter Long’s method of highly motivating his workers. The recommendations laid out in the Process Engineer Proposal (PEP) will damage both the workers’ morale and Mr. Long’s current success in the NTAR. In order to successfully start the LDTC and maintain the improved performance of the NTAR, I recommend the PEP be rejected and your company create a new proposal that (1) limits 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 Analysis Before Mr. Long assumed his managerial role, the NTAR had a reputation of its employees being agitators and persistent troublemakers. 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 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...
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