...http://www.studymode.com/essays/Drainflow-Repairing-Jobs-That-Fail-To-1346002.html Drainflow Repairing Jobs That Fail to Satisfy Potential effectiveness of a Cash Reward System and Structured Interview Program for DrainFlow Report for the Manager William Assemiah, 12021643 Irene Aidoo, 12021610 Sroda Adzo Apam, 12021626 Asare Ohenedwira Thomas, 12021639 Dorothy Dede Aklerh Asamoah, 12021634 Sampson Abbey Armah, 12021630 Arthur Sherifa, 12021631 Amadu Waliu, 12021617 Report Summary 1. Executive Summary DrainFlow, a plumbing maintenance firm in the USA, has been losing its customers to competitors due to poor services. Job motivation and satisfaction among employees is declining across various job categories within the firm. This dissatisfaction has been attributed to the overspecialization of some job functions in the company. The report attempts to assist DrainFlow improve in three key areas: job structure and design, incentive policies, and recruitment practices. It will go further to analyze the causes of the woes being faced by DrainFlow and provide a constructive recommendation on how to overcome them The main contents include an introduction to the problems DrainFlow is encountering, analyses of the current business, and recommendations on how DrainFlow can overcome these issues to foster a long-term competitive advantage. 2. Introduction Research shows that a happy worker is a productive employee. Satisfied employees tend to be better at their workplaces...
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...course of business. Records are information in any media created or received in the course of business, regardless of location or physical form. They include not only paper and electronic files (including databases and e-mail) but also information stored in CDs, audio, video and data tapes, sound recordings, films, photographs, books, maps and many other media. Why is records management important? Records contain information that is a valuable resource and an important business asset. They are required as evidence of policies and activities of companies (to fulfil legal, tax and audit obligations) and for the day-to-day management of businesses. Effective records management enables efficient and systematic capture and retention of information contained within records, and therefore maximises their use as a business resource, while minimising the time, money and effort spent on their retrieval and storage. Records enable business organisations to: conduct their business in an orderly, efficient and accountable manner; deliver services in a consistent and fair manner; support and document policy formation and managerial decision making; provide consistency, continuity, and productivity in management and administration, for example in the event of personnel movements and departures; conduct their business in an orderly, efficient and accountable manner; deliver services in a consistent and fair manner; support and document policy formation...
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...------------------------------------------------- Information Lifecycle Management From Wikipedia, the free encyclopedia | This article needs additional citations for verification. Please help improve this article by adding citations to reliable sources. Unsourced material may be challenged and removed. (January 2008) | Information Lifecycle Management (sometimes abbreviated ILM) refers to a wide-ranging set of strategies for administering storage systems on computing devices. ILM is the practice of applying certain policies to effective information management. This practice has been used by Records and Information Management (RIM) Professionals for over three decades and had its basis in the management of information in paper or other physical forms (microfilm, negatives, photographs, audio or video recordings and other assets). ILM includes every phase of a "record" from its beginning to its end. And while it is generally applied to information that rises to the classic definition of a record (Records management), it applies to any and all informational assets. During its existence, information can become a record by being identified as documenting a business transaction or as satisfying a business need. In this sense ILM has been part of the overall approach of ECM Enterprise content management. However, in a more general perspective the term "business" must be taken in a broad sense, and not forcibly tied to direct commercial or enterprise contexts. While most records...
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...There are some components to these arguments that make a compelling case for a company to implement a diversity program. In the Cost Savings argument the example is given that if an employee is valued and respected they will be more productive and stay with the company longer. Productivity and employee retention are very important to a company. The cost of losing an employee, the recruitment process and new employee onboarding is both costly and time consuming. Treating an employee as a valued employee to me would be intuitive, but this is not always the case. I discussed briefly during our last class about an experience I had with a small start-up Pharma company that did not respect or value me. Within one month of starting this position, I noticed changes in my mangers behavior that at first were subtle. It started with her not making eye contact with me when we were speaking or in a meeting. This progressed to her not acknowledging my greetings when I would see her. Towards the end of my employment with this company my manger was blatantly disrespectful of me in front of all employees including upper management. I was ignored in team meetings and was not asked to contribute or provide the team with updates on my projects. It is very difficult to be a productive employee when you are afraid of what your manger will do or say next. After eight months I left this company. The experience left me not only doubting my skills but also depressed and anxious. It...
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...DISCUSS THE PROTECTION METHODS TO VITAL RECORDS IN RECORDS CENTER. INTRODUCTION Vital records are the records that an organization requires to function regardless of the kind of format it is in (i.e. paper, photo, database, magnetic tape) that must be protected in the event of an emergency or disaster because of the severe consequences to the office/organization if gets destroyed or lost. Vital records may include pension plans, policies, payroll plans, succession plans, and delegation of authority, birth certificates, death certificates and marriage licenses. Vital records are essential for the continuation or reconstruction of an agency/organization. It is these records that are important in establishing the legal and financial position of the agency and/or those important in preserving the rights of an agency/organization, its employees or clients. There are four methods of vital records protection which includes; 1. Dispersal, 2. Duplication, 3. Onsite storage 4. Offsite storage. 1. Dispersal During the regular course of business in any organization or agency, a routine distribution of vital information to various locations within the organization for use and reference is a standard procedure necessary for the operation of the organizations to enable reach its mandate. In the dispersal method of protecting these vital records copies of records containing vital information may be routinely distributed outside the agency to various state agencies, other governmental entities...
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...that coaching can be used to meet organization objectives. Moreover, I will explain the meaning of coaching culture and therefore 2 options for developing it within an organization. And in conclusion, I will identify 3 advantages and 3 disadvantages of developing in house coaching. 2 types of coaching * Sports Coaching: This is what many people think of when they hear the word “coach”. A “player” is helped to develop their skills by a “coach”. On the other hand, the term sports coach encompasses a wide range of roles and approaches, from the football manager on the touchline, through one-to-one coaches for athletes and players, to specialist coaches for fitness and health. There are also coaches who focus on the ‘mental game’, helping sports players fine-tune their psychological preparation for high-pressure events. * Executive coaching: is a form of business coaching which is typically aimed at developing senior managers, directors and key players within a business setting. It may enhance current performance, taking skills and abilities to a new level and help individuals adapt to new situations or it may address poor performance. This type of coaching may also be termed Leadership Coaching or Performance Coaching as it tends to target the same audience and similar issues. How coaching can be directive and non directive? 1. Directive: Is where the coach offers you solutions, tools and techniques for moving forward. You may like to be offered solutions however the danger...
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...De-Motivating Times August 9 2012 by Brad Remillard So how do you motivate your top talent to achieve the company’s goals? How do you keep them from contacting recruiters? How do you keep them passionate about coming to work? How do you keep them engaged day after day? The answer to all of these is “culture.” Even in difficult times top talent, by definition, will always rise to the occasion. They will always strive to be the best. If they don’t, they aren’t top talent. However, even top talent can burn out, get frustrated, not see the light at the end of the tunnel or wonder if they are really contributing. It is the role of all CEOs and managers to ensure these things don’t happen. There seems to be a consistent theme as to what great managers do in difficult times to hold on to and even attract top talent. The following are seven areas managers must focus on to ensure they keep their top talent motivated: 1) Companies must have a performance based culture. Even in difficult times there must be clearly defined goals for the company. These goals must cascade down to your top talent. They must have quantifiable objectives that motivate them, so when reached, they feel a sense of accomplishment. Providing specific time based goals with achievable results clarifies exactly what is expected of your people. Your best talent will embrace the goals and not stop until they reach the goal. Employee engagement is critical to retaining your best people. 2) Dysfunctional culture. This is...
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...the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. Customer satisfaction is very important in all types of business operations and the best practices that deliver such a satisfaction are the tools that lead to the best results and gains that many firm and companies enjoy at the end of the quest. The best practices in customer service are the engine of the company future and this does reflect in the culture of the company and how it handles the most important factor in its look for best results and shines the road for the competitive leadership awards. Being able to understand the satisfaction level of customer can make the fine lines between loss and profit. Top managers and responsible executives need to assess the importance of understanding if their customers are still satisfied with their products and services as they were last year or last quarter. They also need to know how that level of satisfaction can affect the profits of the firm or company and if those changes in the satisfaction level are not giving advantage to the competitors in the market place. Moreover, one bad experience can outweigh a whole lot of good experiences. Because of e-mail and instant messaging, that bad experience can quickly be broadcast to dozens, hundreds, or thousands of other customers, magnifying its impact. Best practices in customer...
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... Name of Present Incumbent: (the person holding the position leaving) Mr Bob Brown__________________________________________________________ Position Reports to: Plant Manager NSW – Gary Denver Proposed Salary: $48,000 - $52,000 Existing Staff Salary: $50,944.40 Target Starting Date: 09/04/2014 Length of Probationary Period: 3 Months Recommended By: Gary Denver Date: 09/02/2014 Department Head: Jim Saunders Date: 09/02/2014 HUMAN RESOURCES Human Resources Advisor: Date: 09/02/2014 AUTHORISATIONAuthorised :Jim Saunders Date: 09/02/2014 (Managing Director of Business Unit): Al Perez Position Description POSITION TITLE:Shift Supervisor DIVISION:Production DEPARTMENT:Manufacturing RESPONSIBLE TO:Plant Manager Production of awnings. Ensuring stock control and stacking and re-stacking of product in warehouse. Maintenance of all plant and machinery. Liaise with suppliers and contractors. Arrange for efficient staffing for each shift, including selection, induction and training of staff and associated matters such as wages and conditions of employment. Work with the assembly-line team to ensure that the production plan is met in full and on time. Duties and Responsibilities In consultation with Production Manager, purchase all items necessary for production....
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...complete retention strategy, due to gathering new customers is costly. Being able to retain customers during a downfall, when that is happening people are looking for a lower cost alternative. Knowing why a customer is leaving is important. There are customer churn analysis and apprehending methods, and trend analysis. Along with the customer churn profiling. Developing Customer Retention Strategies. Customer Retention is important because getting a new customer is expensive rather than keeping the existing one. Retention is meaningful to most companies because the cost of having new customers is much more than the cost of keeping good relationships with their current customers. How to contain customers during a downfall? During a downfall is the time when people look for a lower cost alternative. In these circumstances, down-selling can be key to retaining customers. When economy overcomes, the customers are likely to move up to the original services they had subscribed too. Down falling is better than losing customers. However that can have negative effects on sales, this should be carried out carefully on customers who are at risk of churning to lower cost alternatives, methods can be used to identify customers at risk of churning. Knowing why a customer leaves. The most important thing in customer retention is to know the customer well enough, know there expectations, satisfactions, and their tendencies. By knowing these about a customer the more efficient retention strategies...
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...PREMIER COLLEGE DOCUMENT RETENTION POLICY January 20, 2016 POLICY STATEMENT POLICY STATEMENT Premier College has developed a document Retention Policy to protect and preserve all critical documents as required by state and federal laws. The College is responsible for retaining paper and electronic documents in a safe and secure environment to ensure the basic values of accuracy, confidentiality, security, and proper archiving as well as proper document destruction once documents have served their purpose. This Policy is also for the purpose of aiding employees of the organization understanding their obligations in retaining electronic documents including e-mail, Web files, sound and movie files, PDF, TIFF, TXT files and documents, Calendars, Computer usage logs, Internet usage logs, Databases, and all Microsoft Office or other formatted file. This policy is written with considerations for compliance with federal mandates and acts including The Sarbanes-Oxley Act, Health Insurance Portability and Accountability Act (HIPPA), The Fair Credit and Accurate Transaction Act (FACTA), Gramm-Leach-Bliley (GLB) and other federal, state and local mandates. EFFECTIVE DATE This Policy is effective as of January 20, 2016, (the “Effective Date”) and applies to all documents created after the Effective Date. However, to the extent possible, the Policy will be applied to all documents regardless of creation date. LEGAL HOLD A legal hold suspends all document destruction...
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...To truly reach employees and make your messages stick, you need to approach them as any company would approach their potential customers. Sound crazy? We will attempt to de-crazy it for you. Check it out: Employees are consumers of your messages, just as your customers are consumers of your product. Like your customers, your employees are busy. Their attention is being pulled in a dozen different directions at any given moment. Therefore, it takes strong, authentic and cleverly presented messages in order to cut through the day to day clutter and really reach an employee. And we’ve found that when employees are treated not as assembly line producers, but rather as humans whose allegiance an organization is fortunate to have, something very beneficial happens—employees will work harder and better because they feel an emotional attachment to their employer. This is something theCEO of Southwest Airlines learned long ago – and to great benefit. Over the years, whenever reporters would ask CEO Herb Kelleher the secret to Southwest’s success, he had a consistent response. “You have to treat your employees like customers,” he told Fortune in 2001. Friends and peers of Kelleher’s would often see his philosophy in action. “There isn’t any customer satisfaction without employee satisfaction,” said Gordon Bethune, the former chief executive of Continental Airlines, and an old friend of Mr. Kelleher’s. “He recognized that good employee relations would affect the bottom line....
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...Measuring Customer Satisfaction Introduction – Customer Satisfaction The definition of customer satisfaction is very simple. A customer is satisfied whenever his or her needs, real or perceived, are met or exceeded. So how do you know what the customer needs, wants and expects? It’s very simple. You ask, and then you provide what the customer wants and more (Gerson, 1993, p.17). There exists an interaction between the desired results and customer satisfaction, customer loyalty and customer retention. Without the customer it is impossible for any business to sustain itself. Achieving the desired results is frequently a result of customer actions. Any business without a focus on customer satisfaction is at the mercy of the market. Without loyal customers eventually a competitor will satisfy those desires and the customer retention rate will decrease. There are several levels of customers: 1 1. Dissatisfied customer - Looking for someone else to provide product or service. 2. Satisfied customer - Open to the next better opportunity. 3. Loyal customer - Returns despite offers by the competition. Dissatisfied customers are an interesting group. For every one that complains there are at least 25 who do not. Dissatisfied customers by word of mouth will tell eight to sixteen others about their dissatisfaction. With the web some are now telling thousands. 91% of dissatisfied customers never purchase goods or services from the company...
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...Product/service being offered Myer is Australia's largest department store group, and a market leader in Australian retailing, offering an unrivalled choice in the latest national, international and 'exclusive to Myer' brands across women's, men's, and children's fashion, as well as accessories, cosmetics, homeware, and much more. Myer’s focus remains on being the first choice for customers when shopping for fashion, cosmetics and the home. They have the largest range of desired brands and styles that offer newness, fashionability, quality and value, with increasing exclusivity. The Myer merchandise offer includes 11 core product categories: Womenswear; Menswear; Miss Shop (Youth); Childrenswear; Intimate apparel; Beauty, fragrance and cosmetics; Homewares; Electrical goods; Toys; Footwear, handbags and accessories; and General merchandise. Besides having a wide range of merchandise, Myer also provide services in selected stores, which include Cafés and Restaurants, Formal Hire, Optical, Hair and Beauty Salons, florist (My Flowerhouse),Weight Watchers Lifestyle Centres, Photographic, and Myer Bridal & Gift Registry. Sources of value Value creation and delivery is a key element for strategic customer relationship management. Value can be thought of as the relationship between the benefits experienced from a product or service and the sacrifices made to enjoy those benefits. * Value from product In terms of product innovation, Myer has introduced a new sister...
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...ACKNOWLEDGEMENT “In the name of Almighty Allah, the most beneficent and merciful to the mankind.” First and foremost we thank Allah, the Generous, for having finally made this effort a reality. We praise Him because if it were not for His Graciousness, it would never materialize. We are extremely grateful to our course instructor Mr. Abid Awan, who spent a lot of valuable time with us and gave all the related information and expertise very generously about Business Research Method. We are thankful to those people who helped us for getting information by filling the questionnaire which we had given to them. At last we express our deepest gratitude to all those who contributed directly or indirectly to bring this report to this final format, because we would never have been able to achieve this by ourselves. Table of Contents ACKNOWLEDGEMENT 1 List of Tables 4 List of Appendix 5 List of Abbreviation 6 Abstract 7 1. INTRODUCTION 8 1.1 RATIONAL OF STUDY 8 1.2 PROBLEM STATEMENT 9 1.3 AIM OF THE STUDY 9 1.4 RESEARCH OBJECTIVE 10 1.5 RESEARCH QUESTION 10 1.6 DELIMITATION OF THE STUDY 10 2. LITERATURE REVIEW 11 2.1 EXPECTED QUALITY OF SERVICES 13 2.2 PRICE FAIRNESS 13 2.3 ANGER INCIDENT 14 2.4 EFFECTIVE ADVERTISMENT 14 2.5 CUSTOMER SATISFACTION 15 2.6 CUSTOMER LOYALTY 15 2.7 CUSTOMER DEFECTION 16 3. CONCEPTUAL FRAMEWORK (HYPOTHESIS) 17 4. HYPOTHESIS 17 5 METHODOLOGY 18 5.1 POPULATION/SAMPLE FRAME 18 5.2 UNIT...
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