...Best practices for measuring customer satisfaction? Is it upper level management, hired consultants, surveys, or reactions to industry swing? So many choices but what really is a best practice. Customer satisfaction programs, research, employee satisfaction, and personal experience all play a role in measuring customer satisfaction. Even when using those practices it takes effort and continuous improvement to stand a chance on improving customer engagement and satisfaction. Hopefully these next few paragraphs can add some insight on measuring results. The problem companies face, is exactly how to and do it well. Companies need to understand how to quantify, measure and track customer satisfaction. Without a clear and accurate sense of what needs to be measured and how to collect, analyze and use the data as a major strategic focus to achieve business success, no firm can be effective in satisfying customer to drive business. Plans must be constructed using customer satisfaction research results and design a strategy that target customers and/or processes that add to the bottom line. The last thing a company should do is not take action, there is collateral damage in asking (resources and time) customers about a service or product if it won't or can't be changed. What are some of the ways to measure customer satisfaction. One used quite frequently because of the associated low cost is using outdated and unreliable measures of customer satisfaction. The data is already...
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...restaurant with some modifications to the traditional way of doing a restaurant. Upon designing the service, we have analyzed the market segments, target markets, service marketing mix (7 P’s) and some services marketing concepts such as customer satisfaction and service quality, service flower, conceptual maps, service blue prints, etc. Basic details about the service organization that is designed. Industry- Fast Food Category- Restaurant Name - FAST & TASTE Logo - Vision - Provide the quality food at a reasonable price Mission - To ensure the best possible experience for the customer so they leave with a positive opinion about their experience. Slogan - Your 1st Choice Location – Nugegoda town Ownership- Sole ownership Target Marketing The market can be segmented into three target populations: • Individuals: people that dine in by themselves. • Families: a group of people, either friends or a group of nuclear relatives dining together. • Take out: people that prefer to eat food in their home or at a different location than the actual restaurant. Combining several key demographic factors arrives at a profile of the primary customer as follows: • Sophisticated families who live nearby. • Young professionals who work close to the location. • Shoppers who patronize the high rent stores. Positioning FAST & TASTE will position itself as a reasonably priced, upscale...
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...decisions of their employees are consistent with the organizations objectives and strategies (MCS) * Back end of management process * Involves managers taking steps to help ensure that employees do what is best for the org. Primary function of MC: to influence behaviors in a desirable way Benefit of MC: increased probability that organization’s objectives will be achieved Addressing types of problems: theft, fraud, unintentional error, etc Disadvantageous of MC: suppress initiative, creativity and innovation Control System: 1) Strategic Control – Is our strategy (still) valid or do we need to change it and if, how? Focus on the external tools. Management Control – Are our employees likely to behave accordingly? (do they understand what’s expected, and are they capable and willing to do so, if not how can we change it?) Focus on the internal mechanism. Causes of MC problems and needs for control: Can happen in any kind of combination simultaneously Can happen in any kind of combination simultaneously 1. Lack of direction – some employees perform poorly simply because they do not know what the organization wants form them. Management control therefore involves informing employees. 2. Motivational problems – individuals are self-interested or effort averse. Employees sometimes act in their own personal interest at the expense of their organization’s interest. The role of MCs in motivating employees to perform well involves incentives in a result control context...
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...bite. With the hectic lifestyle nowadays, it is no surprise that more people tend to eating-out in fast food restaurants. Thus, fast food restaurants are competing among each other, advertising their brands in order to attract customers. As the customers now have a huge range of fast food patterns and restaurants to choose, local fast food restaurants have to be sensitive in current demand and be innovative to ensure they meet their customer satisfaction. This research will focus only on service quality as a factor influencing customer’s satisfactions. The aim is to do an investigation about the service quality and customer satisfaction at A&W restaurant, Seksyen 7, Shah Alam. Using 5 SERVQUAL instruments, questionnaires will be designed and distributed to respondents. The findings will create awareness of service quality and customer satisfaction, thus help to develop future marketing strategy. 1.0 Introduction 1.1 Fast Food Industry The fast food industry is also known as Quick Service Restaurants (QSR). As its name suggests, fast food is any food that can be prepared and served within a short span of time. That being said, the concept encompasses all those restaurants and stores which sell or serve preheated or precooked food items to its customers (www.buzzle.com/articles/fast-food-industry.html) According to Bender and Bender (2001), fast food is a general term used for a limited menu of foods that lend themselves to production line techniques and that are typically hamburgers...
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...and developed, discussions on their effectiveness and evaluation on their success have been continuously debated by researchers, scholars and practitioners. Besides the major concern on IS effectiveness, factors influencing IS effectiveness are also important. Hence, this study was conducted to investigate the influence of technological factors on Delone and McLean’s IS success dimension. Using a survey method, data were gathered from 201 users from four electronic government agencies in Malaysia. The technological factors were represented by IS competency, IS facilities, IS integration, IS structure and user support. The IS success dimensions used in the study were systems quality, information quality, perceived usefulness, and user satisfaction. The findings indicate that all the technological factors are significantly correlated with the four IS success dimensions. The study concludes that the technological factors investigated were very important in ensuring the successful utilization and...
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...design within its organizational context: findings from contingency-based research and directions for the future Robert H. Chenhall Department of Accounting and Finance, Monash University, Clayton, Victoria 3168, Australia Abstract Contingency-based research has a long tradition in the study of management control systems (MCS). Researchers have attempted to explain the effectiveness of MCS by examining designs that best suit the nature of the environment, technology, size, structure, strategy and national culture. In recent years, contingency-based research has maintained its popularity with studies including these variables but redefining them in contemporary terms. This paper provides a critical review of findings from contingency-based studies over the past 20 years, deriving a series of propositions relating MCS to organizational context. The paper examines issues related to the purpose of MCS, the elements of MCS, the meaning and measurement of contextual variables, and issues concerning theory development. A final section considers the possibility that contingency-based ideas could encompass insights from a variety of theories to help understand MCS within its organizational context. # 2002 Elsevier Science Ltd. All rights reserved. 1. Introduction The three purposes of this paper are to provide a review of empirical, contingency-based research as it has developed since the early 1980s, to critically evaluate this work, and consider a variety of theoretical foundations...
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...Information Technology, Lahore Pakistan. 2 IQRA University Islamabad, Pakistan. 3 Department of Aviation Management, School of Civil Aviation, Anadolu University, Eskisehir, Turkey. 4 FUIEMS, Foundation University Islamabad, Pakistan. 5 Independent Researcher, Hong Kong. Accepted 9 June, 2010 Cellular industry of Pakistan has grown many folds in recent years. Many new entrants have also joined the market to reap the potentials of this growing industry. This situation has originated a hyper competition among major cellular service providers in Pakistan. Companies are working hard to introduce more innovative and eye-catching products to attract customers. The companies with large consumer base are striving to reduce their switching costs. However the main concerns of the cellular service providers is to retain the existing customers. This research is designed to find out the determinants of consumer retention in cellular industry of Pakistan. This is an exploratory study based on primary data which was collected from University students of Pakistan. The study found user friendliness, price reasonability and call clarity as strongest determinants of consumer retention in cellular industry of Pakistan. Although the findings of this study are specific to cellular industry in Pakistan, these may be generalized to any other market passing through transitional phase of rapid growth and characterized by low paying capacity of...
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...Management Group B Project Research Tutor ;Taslim Ahammand Table off contents Chapter 1 Introduction 1.1 Research project in costumer service satisfaction within McDonald’s Customer satisfaction is one of the most important aspects of any organization, especially in the fast food industry. My thesis topic chosen for analysis of fast-food image, because the last time I heard more and more these negative trends. This is the reason I see is that is gaining more and more health-conscious diets and offensive articles I've read a lot of fast food quality and health of respect. In my research I tried to find answers to spread bad rumors among consumers of fast food restaurants that are really influential to customers, as appropriate spoiled this image of hospitality. In recognition of the needs of consumers and to the satisfaction of the marketing base. The feeling of satisfaction can only be achieved on the consumer where it is put it forward with all their needs, and we will do everything possible to avoid lack of something. Collection data, self-administered questionnaire, the family, friends and acquaintances helped my mission.The first part of the thesis summarizes the theoretical selection. In this section, I explained the concept of the image...
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...The Effect Of Customer Relationship Management (CRM) On Customer Satisfaction In Banking Sector by Abdelmenam Ahmed Deghady Supervisor : Dr. Ashraf Labib Table of Content CHAPTER 1 : INTRODUCTION................................................................................................3 1.1 Introduction..........................................................................................................................................................4 1.2 Research Problem.............................................................................................................................................5 1.3 Study Hypothesis................................................................................................................................................5 1.4 The study variables.............................................................................................................................................6 1.4.1 Independent variables.............................................................................................................................6 1.4.2 Dependent variables................................................................................................................................6 1.5 Research Objectives...........................................................................................................................................6 CHAPTER 2 : Research Methodology...
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...certain things that you specifically do or don’t do. It aims to set up shared beliefs and norms in that company, rules of behaving that everyone abides by. The case of Leo’s Four-Plex Theater has a number of control problems that I can identify. They are as follows: Discrepancies in the cash counts of the ticket booths. Most likely caused by a lack of motivation that leads to employee theft and neglecting of duties. The employees working in the refreshment stand sometimes do not collect cash from customers or doesn’t register the sale on the cash register. This is also most likely caused by a lack of motivation, it can’t be lack of direction since they know what they should do and neither could it be a personal limitation since they know how to operate the machine and how to collect payment. The problem seems to be that they don’t know why they should collect the cash. Test counts reveal that the number of tickets sold or put into the stub box isn’t equal to the amount of customers entering and leaving the theater. This seemed to be caused by three factors: o The attendants at the turnstile aren’t checking the tickets carefully enough since tickets with wrong dates and colors go into the wrong stub boxes. Most likely caused by a lack of motivation, the employees aren’t motivated to check the tickets carefully. o Bill Reilly, the manager, gives out a significant number of free tickets with his signature on them. Could be caused by a...
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...certain things that you specifically do or don’t do. It aims to set up shared beliefs and norms in that company, rules of behaving that everyone abides by. The case of Leo’s Four-Plex Theater has a number of control problems that I can identify. They are as follows: Discrepancies in the cash counts of the ticket booths. Most likely caused by a lack of motivation that leads to employee theft and neglecting of duties. The employees working in the refreshment stand sometimes do not collect cash from customers or doesn’t register the sale on the cash register. This is also most likely caused by a lack of motivation, it can’t be lack of direction since they know what they should do and neither could it be a personal limitation since they know how to operate the machine and how to collect payment. The problem seems to be that they don’t know why they should collect the cash. Test counts reveal that the number of tickets sold or put into the stub box isn’t equal to the amount of customers entering and leaving the theater. This seemed to be caused by three factors: o The attendants at the turnstile aren’t checking the tickets carefully enough since tickets with wrong dates and colors go into the wrong stub boxes. Most likely caused by a lack of motivation, the employees aren’t motivated to check the tickets carefully. o Bill Reilly, the manager, gives out a significant number of free tickets with his signature on them. Could...
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...Background Mc Munn and Yates, a medium-sized enterprise, is a building supplies company that was established by two families in 1971. Their first branch was in Dauphin, Manitoba. The company slowly grew and put up a few more branches in central Canada. Since 2008, Mc Munn and Yates (M&Y) started an aggressive expansion by buying out other companies such as Miracle Lumber Mart in Beausejour, Webster’s Building Centres, and McDiarmid Lumber, to name a few. These acquisitions made such rapid growth in their operations and logistics that M&Y struggled to cope in meeting product demand. As of 2016, M&Y Enterprise is slowly establishing their name in central Canada. They currently have 24 branches, mostly in and around the Winnipeg area, but some go as far as Thompson and FlinFlon. They have achieved this by focusing in improving customer satisfaction to acquire loyal patrons, but significantly lack development in such crucial responsibilities such as Human Resources Management. Having expanded from less than 10 stores to 24 within four years, M&Y only have one Distribution Centre (DC) to cater to all the branches for supplies and customer orders. The DC, which was constructed in 2008, consists of two main operations of M&Y: The Shipping and Receiving Department, and the Corporate Department. The Shipping and Receiving Department operate at the warehouse and the yard area of DC, where majority of the products ordered by buyers and customers are being received...
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...Institutional Theory Part One Introduction of Institutional Theory What are institutions? The general understanding of institutions can be defined as a set of formal and informal rules of conduct, made by humans that facilitate coordination or govern relationships between individuals, organizations or government. Examples of institutions include laws, regulations, customs, social and professional norms, culture, and ethics. Selznick (1949) notes that "the most important thing about organizations is that, though they are tools, each nevertheless has a life of its own". While he acknowledges rational view that organizations are designed to attain goals, he notes that the formal structures can never conquer the non-rational dimensions of organizational behaviour. Individuals do not act purely based on their formal roles. Organizations do not act purely based on formal structures. Selznick notes that individuals bring other commitments to the organization that can restrict rational decision-making. Institutions exert a constraining influence over organizations, called isomorphism that forces organizations in the same population to resemble other organizations that face the same set of environmental conditions (Hawley, 1968). Then, the isomorphism was further discussed by DiMaggio and Powell (1983) where the analysis of institutions exert three types of isomorphic pressure on organizations: coercive, normative, and mimetic. Coercive isomorphism refers...
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...1. Discuss the role of accounting and accounting information with regard to control and performance evolution of modern organizations. In you discussion you should consider the positive impact and limitations of accounting and accounting information on MCS. The use of accounting information had been started from the traditional cost accounting developments and has undergone many revolutionary attributes such as ROI measure, capital budgeting, agency theory and transaction cost economics. The primary objective of for–profit organizations is to maximize shareholder value. Thus, the results control idea would be to reward each individual employee for doing what s/he does to increase firm value. However, direct measurements of the individual’s contributions to value creation are rarely possible. Therefore, firms have to look for control alternatives. Most firms base their higher managerial level results controls on accounting measures of performance. That is accounting profits and returns and their components. Short-term accounting profit and return measures provide imperfect, surrogate indicators of changes in firm value. Management myopia is an almost inevitable side-effect of the use of financial results control system built on accounting measures of performance. Management myopia can be avoided at top management levels by holding these managers accountable for increasing market valuations. When markets are informed and efficient...
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...The summary of Management Control Systems – Kenneth A. Merchant [Prentice Hall] Summarized by Mooyoung Son Linkoping University SMIO 2009 http://cyworld.com/zekison The summary of Management Control Systems – Kenneth A. Merchant [Prentice Hall] Summarized by Mooyoung Son Linkoping University SMIO 2009 http://cyworld.com/zekison Chap 1 : MANAGEMENT AND CONTROL 1) Causes of Management -Lack of Direction -Motivational Problems -Personal Limitation 2) Avoidance -Activity elimination : Eliminate what is not working properly -Automation -Centralization -Risk Sharing Chapter 2 SECTION II 3) Result Control : Preventive type Control Helps Mgr to address strategy, org, employees are performing - Steps : 1. Define Performance dimension 2. Measure Performance 3. Setting Target 4. Provide Reward Requirement for Effective Result control : - Knowledge of desired result : Org should know what result are desired - Ability to influence desired result : Employee have influence on result (Controllable) -Ability to measure Controllable result effectively : Org can measure result effectively (Measurable) Result measure should be : Precise, Objective, Timely, Understandable Chapter 3 4) Action Control : To ensure employees act in org’s best interest a. Form of Action control - Behavioral constraints – Negative Form (You can’t do this You can’t do that) - Pre action Review – Scrutiny(详查정밀조사) of action plan (What will they do?) - Action Accountability – (의무義務) Hold employees for action required...
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