...American Express is the one of the most popular financial company since it started. According to Nelson & Quick (2011), American express (AmEx) was founded in 1850 and started to provide freight forwarding and delivery services around the world and since then it is also known as global financial services company (p. 215). The company is well known for various financial services such as credit card, charge card, and travelers’ check. Maulik Vyas (2011), explained Amex cards hold around 24% of the total dollar volume of credit card transactions within the US. It is the highest of any card issuer so far. American Express has about 65,000 employees around the world to enhance the quality of service. To increase the superiority of humongous amount of employee Amex established American Express Learning center, where employee get training to increase their quality. Analysis American Express set up a learning center for the employee to improve the service of quality which is called American Express Learning Network (AELN). AELN’s customer service training program provided two types of application theories, one is learning theory and another is goal setting theory. The aim of AELN is to train their each employee to provide great customer service to existing customer and future customer. According to Harrison, AELN’s vice president (VP), primary learning for customer care employees, how they are introducing themselves toward customer and how they make sure customer that security...
Words: 960 - Pages: 4
...Introduction: American Express 3 II. Overview of Organization: Background 3 III. Organizational Design 4 IV. Scope of Operation 5 Vision 5 Values 5 Operating principles 6 Board of directors 7 V. Current Operation State 8 VI. Desired State of American Express 10 VII. Developments 12 Risk and informational management 12 Strategic planning group 13 Human resources 13 Technology 13 VIII. Program Design and Development 14 Objectives of the program 14 Incorporate site visits by management 14 Training and seminars 14 American Express will Focus on the Development of Employees 16 Incorporate Site Visits by Management 16 Training and Seminars 17 Steps to continue the essence of customer service 18 Assessment 19 Employee feedback 19 Data analysis 20 Creating training manual 20 The use of technology 21 IX. Recommendations 22 Performance appraisals 23 Motivating Employees 24 Training employees 25 Continuous improvement 27 X. Conclusion 28 XI. References 29 I. Introduction American Express hired our consulting team to create effective training and development program to sustain the company’s success and growth. One of the departments American Express would like to concentrate on is the Customer Service Call Center. Currently American Express does not have formalized organization-wide training and development process. This paper will summarize American Express’ organizational...
Words: 6750 - Pages: 27
...Company: American Express HRM 799 August 11, 2008 In 1850 a company named American Express was launched not as a financial institution, instead it was known for making deliveries throughout the east coast as well as the west. Although large freight deliveries were made majority of the company’s profit came from delivering small parcels such as, stock certificates, notes, currency and other financial instruments. By the late 1800’s American Express branched out leaving the delivery service business behind. Their new expansion included money orders and travelers checks, which helped increase their banking relationships with European Banks. All of this led to the opening of European offices, first in Paris then London. In 1905 American Express brought their business to the United States. During the early 1900’s New York encountered a large amount of immigrants coming over from Europe. As they arrived at Ellis Island it had been discovered by the U.S. Immigration Department that the independent currency exchangers on site were robbing them. At that point a contract agreement was made for American Express to set up shop and become Ellis Island’s new currency exchange for the people. October 1, 1958 American Express created its first credit card, made on purple paper launched in the United States and Canada. It obviously had great success, accepted worldwide at about 30,000 institutions and carried by 500,000 customers. The following year Amex (American Express) graduated...
Words: 1268 - Pages: 6
...What Do Adults Think about Young People? by Joel Tolman Perceptions of young people are remarkably negative Most Americans look at today’s teenagers with misgivings and trepidation, viewing them as undisciplined, disrespectful and unfriendly...And people apply these criticisms to children across a broad economic spectrum, to children from disadvantaged backgrounds as well as to children from the middle and affluent classes. These words, taken from a 1997 Public Agenda survey and confirmed by a 1999 follow-up study, are disheartening.1 But while we may experience shock and disappointment when reading the results of these studies, few of us are surprised. These results are part of a larger story about young people — how we view their roles and the expectations we have of them — and are indicative of a larger narrative that casts many young people as less than full citizens. In effect, we, as a society, are telling young people that they lack the capacity to play meaningful roles in our communities. This story — this pattern of low expectations — is endemic rather than epidemic. It exists steadily and lastingly, rather than temporarily. This story is part of our folkways: we can find examples from Renaissance France, a newly independent United States, and last week’s newspaper. We can trace the story back to the psychological theories of Freud, Erickson and others that emphasize the sturm und drang (storm and stress) of adolescence, and to a shifting economy...
Words: 2484 - Pages: 10
...[pic] COURSE: MKT 4398 – Strategic Brand Management TERM: Fall 2009 | | | |Section 05: 12:30-1:45 T-Th | | | | | |Room: HSB 101 | | PROFESSOR: Dr. Chris Pullig OFFICE: HSB 223 OFFICE HOURS: T-Th 1:45 – 4:00 or by appointment PHONE: 710-4769 (Office) and 836-0206 (Home) EMAIL: Chris_Pullig@Baylor.edu Course Description and Objectives: One of the most valuable assets for any firm is the brand associated with its products and/or services. Despite this, very little attention has been paid to the subject in business education. To address this, Strategic Brand Management is an advanced elective that addresses important branding decisions faced by an organization. Its basic objectives are: 1) to increase understanding of the important issues in planning and evaluating brand strategies; 2) to provide the appropriate theories, models, and other tools to make better branding decisions; and 3) to provide a forum for students to apply these principles. Specifically, we will cover: ...
Words: 3393 - Pages: 14
...4. Assess the external threats affecting American Express and the opportunities available to the corporation. Give your opinion on how the corporation should deal with the most serious threats and opportunities. One of the external threats affecting American Express is due to technology trends. For instance, prior to technology, American was the most dominated credit card company in the credit cards sector. However, Penetration of alternative payment platforms has been gaining popularity in the recent years. These alternative payment platforms include aggregators such as PayPal, wireless payment technologies, including using mobile telephone networks to carry out transactions. According American Express Company (2014), “the system has changed to system sinked to payment cards, and bank transfer models increasing penetration with other alternative payment platforms could check growth for the company.” Therefore, the portability provided by Smartphones and tablets and evolving consumer behavior with social networking, is rapidly changing the way people interact with each other and transact business all around the world. Another major threat that might affect Amex is due to political factor. For instance, according to Ireland and Hoskisson (2013), “Congress passed Dodd-Frank, which the US President Barack Obama signed into law in July 2010”. Therefore, Dodd-Frank could limit Amex’s income earned through interchange fees. As a result of these new laws, customers may be incentivized...
Words: 1291 - Pages: 6
...previousnext 27. previousnext 28. previousnext 29. previousnext 30. previousnext 31. previousnext 32. previousnext 33. previousnext 34. previousnext 35. previousnext 36. previousnext 37. previousnext 38. previousnext 39. previousnext 40. previous Post a comment 1. DHL DHL provides international express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers. The company’s name DHL is derived from the last names of the then three budding entrepreneurs, Adrian Dalsey, Larry Hillblom and Robert Lynn who founded the company. (Photo: Getty Images) 2. IBM IBM’s full company name is International Business Machines Corporation. It is a multinational technology and consulting corporation. The company was founded in 1911 and headquartered in the United States. (Photo: Reuters Pictures) 3. TLC The specialty cable channel TLC is the initials for The Learning Channel. The company also operates the Discovery Channel, Animal Planet and The Science Channel, as well as other learning-themed networks. (Photo: Wikimedia Commons) 4. FIAT The full company name of FIAT is Fabbrica Italiana Automobili Torino meaning Italian Automobile Factory of Turin. This company is an Italian automobile manufacturer which was founded in 1899. \...
Words: 1801 - Pages: 8
...primary socializers of their children. 2. Parenting attitudes, knowledge, skills, and behaviors can be positively influenced by parent education efforts. 3. Parenting is a learned skill that can be strengthened through study and experience. 4. Parent education is more effective when parents are active participants in and contributors to their parent education programs. 5. The parent-child relationship is nested within and influenced by multiple social and cultural systems. 6. Programs should be responsive to diversity among parents. 7. Effective parent education may be accomplished by a variety of methods. 8. Both the parent and the child have needs that should be met. 9. The goal of parent education is strengthening and educating the parent (or caregiver) so that he or she is better able to facilitate the development of caring, competent, and healthy children. Describe the National Extension Parent...
Words: 2144 - Pages: 9
...school has to offer. Research has proven that schools and communities that have access to the internet and computers average an income $30,000 higher than those that don’t. This is the metaphorical gap we need to bridge in the United State of America. The goal is to ensure 100% of our country has access to the internet with the skills they need to utilize it and understand its capabilities. The Importance of Bridging the Digital Divide in America The term “digital divide” is often used to discuss the connectivity gap among distinct regions and demographics throughout the world. Rarely has this topic been the headline in any major newspaper here in America. In a nation that was founded on progress and equality why is it that only 71% of Americans actually subscribed to broadband at home? (Council, 2013) The digital divide is the gap between those people who...
Words: 2190 - Pages: 9
...assessments, and trauma, there is an understanding that even though they may not live in the hearing world, there are still apart of society. How they function as a community is important, as they too have a voice. Deafhood is described as “static”, not a medical condition; however, it is a process-a struggle that is endured by every child, adult, and family to explain themselves, and each other their own existence within their world (Hauser, O’Hearn, Steider, &Thew, 2010). Epistemology can be defined as the philosophy that investigates the origin, nature, methods, and limits to human knowledge. When dealing with deaf epistemology, there are many facets to which it can be understood and misunderstood. The authors discuss the visual learning process that a Deaf child goes through by being raised by either a Deaf parent or a hearing parent. A child that is raised by a Deaf parent can connect visually to their surroundings due to the parent being knowledgeable of the importance of visual communication. These context clues allow the deaf child to become aware of their surroundings and the expectations that are needed. The authors call this type of communication Visual Reality. Visual reality is a learned skill that is normally...
Words: 3079 - Pages: 13
...Cultural Diversity Training Denise Raftie-Bryant BUS 375 Employee Training Instructor: Niccolle Johnson June 30, 2015 As Human Resource Manager my responsibility is to oversee training and development for a global organization. To effectively create a cultural diversity training course for all employees it’s imperative to be able to understand cultural differences, employment and business law practices. Cultural diversity is embraced by many companies in the workplace and essential to maintain a balanced organization. Organizations that understand cultural difference can secure business deals with global affiliations and increase employee awareness in a diverse workplace offering training courses. It is important to a company’s organizational structure for employers and employees in the workplace to recognize and respect cultural differences. Multilingual employees benefit many companies because of different perspectives from various diverse backgrounds, creativity and problem-solving skills. Organizations continue to seek opportunities for growth, through encouraging cultural diversity provide ways to expand their business. Also the organizations can enhance its ability to solve problems encouraging their employees to share business practices and belief systems who come from different backgrounds. Employee differences are considered beneficial to help build a corporate culture team. However, diversity is embraced through providing employees with cultural...
Words: 2161 - Pages: 9
...Internet and TV: How much is too much for young children? Na’Shaye Lewis English 112 How much TV and gaming, educational or not, is too much for young children? In the USA, 47% of children ages 2 to 18 years old have a television set in their bedrooms. On a typical day, they spend an average of 5.5 hours using media; including television, computer games, and the Internet. (Kaiser Family Foundation Newsletter, 2001) While there are a lot of different television and online educational sites that can be beneficial to a child’s education, parents should often monitor or regulate the amount of TV and Internet young children watch because it inhibits social development, shortens children’s attention span, and sometimes it is not always intellectually stimulating. Social development can simply be explained as improving the well-being of an individual in society so they can reach their full potential. A society success is directly linked to the well-being of each individual citizen. With so many things on TV that can be negative there are so many shows and internet games that get your children up and physically active and wanting to learn. Shows such as Yo Gabba Gabba which teaches children how to eat healthy, get up and move around, how to help take care of the planet you live on and how to care about what others may feel. Ni Hoa Kai-Lan teaches the importance of social development as well as discovering new ways to recognize and deal with their emotions. As it is said children...
Words: 1930 - Pages: 8
...Program Guidebook Master of Science, Information Security and Assurance The Master of Science in Information Security and Assurance is a competency-based degree program that encompasses the main security domains of knowledge developed following strict guidelines for information security and assurance education prescribed by the National Security Agency. Understanding the Competency-Based Approach Practically speaking, what does it mean when we say that WGU’s programs are competency-based? Unlike traditional universities, WGU does not award degrees based on credit hours or on a certain set of required courses. Instead, you will earn your degree by demonstrating your skills, knowledge, and understanding of important concepts through a series of carefully designed courses. Progress through your degree program is governed not by classes but by satisfactory completion of the required courses that demonstrate your mastery of the competencies. Of course, you will need to engage in learning experiences as you brush up on competencies or develop knowledge and skills in areas in which you may be weak. For this learning and development, WGU has a rich array of learning resources in which you may engage under the direction of your student mentor. You will work closely with your mentor to schedule your program for completing the courses. You will also work closely with additional faculty members as you proceed through courses of study that are designed to lead you through...
Words: 4226 - Pages: 17
...Sultanate of Oman. Tarang Taswir Faculty, Depsartment of Communication Studies, Nizwa College of Applied Sciences, Ministry of Higher Education, P.O.Box: 699 --Nizwa PC: 611, Sultanate of Oman. Abstract The research investigates pedagogical impacts of social networking sites on undergraduate students at the College of Applied Sciences (CAS), Nizwa, Oman. Blogs, wikis, tweets, RSS feeds, discussion boards, podcasts are educational nodes in a huge network. The study tabulates the usage of these web2.0 applications and their impact on linguistic and social behaviors of young learners. The demographic segmentation constructs a framework to evaluate social tools and e-learning technologies popular amongst learners. The results of empirical evidence explore classroom and social software as paradigms that build young knowledgeable societies. It studies variables that examine the effectiveness of these social tools in knowledge sharing and general awareness of student communities. Keywords: Social networking, E-learning, Communication, Academic performance, Oman. 1. Introduction: The Oman government's decision to increase Information and Communication technology has resulted in initiatives to expand internet penetration. The Sultanate today has diverse media platforms to meet its information, education and entertainment needs (Taswir, 2012) The use of social media is a result of ' Broadband services available via ADSL, Fiber-to-the-Home (FttH), WiFi, WiMAX and mobile...
Words: 5300 - Pages: 22
...Introduction PBL (Problem-based learning) is a student-centered education based on real-world application. It was pioneered by Howard Barrows, an American professor of neurology, in the medical school program at McMaster University in Canada in 1969. It emphasized on setting studies into complex and significant problem scenarios through the cooperation of students to solve real problems. PBL aims to discover the hidden scientific facts behind the issues and to improve the problem-solving skills and independent learning abilities. The fundamental aspects contained in the implementation of PBL process include assembling a team, getting a new problem, follow-up activities, activity reporting, and reflection after the whole process is done (Delisle, 1997). After the emergence of the PBL pedagogy, it was propagated and improved in more than 60 medical schools, from the original field of medical education to other areas of education, from training graduate students to the area of primary school, secondary and university education (Delisle, 1997). Currently, a survey indicated that there are 130 medical schools in North America that had introduced or prepared to launch the PBL pedagogy, which accounts for 86.2% of the institutions surveyed (Barell, 2006). It is clear that the PBL pedagogy has been accepted in North America. The basic elements of the PBL are as follows: 1. Initially, a ‘problem’ is used as a starting-point for learning. Then, the whole learning content is based on the ‘problem’...
Words: 1365 - Pages: 6
