...paper is to investigate the application of measuring customer satisfaction and to demonstrate how colleges and university can enhance their existing processes for measuring the student satisfaction of their service provision. The basic goal of customer satisfaction measurement is objective quantification of subjective perception of consumers. The findings of customer satisfaction study can provide information on how to retain existing customers and attract new one. Customer satisfaction is tied directly to profitability. If your customers are happy, they tend to be loyal. And if they’re loyal they not only buy more, they refer other customers. Well-established research by Bain & Company found that, for many companies, an increase of 5% in customer retention can increase profits by 25% to 95%. The same study found that it costs six to seven times more to gain a new customer than to keep an existing one. Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. Identification of Best Practices Today, competition is fierce, and customers have more options than ever -- a tough combination for smaller companies trying to gain market share. The Net Promoter score is identified as one of the best practices when it comes to measuring customer satisfaction. According to (Brown...
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...service as well as in Maritime Cargo Transport. The research shows that MPA should consider choosing Total Quality Management or Six Sigma approach to enhance the port performance, maintain the environmental sustainability and efficiency. They are such powerful and essential tools in implementing and getting ultimate goals. MPA's main business is maritime service. Hence, in this report, the author applied the model that is called Supply Chain Operator Reference (SCOR) to measure the Maritime Port service and how it can affect the Maritime Port performance. SCOR module for MPA includes four process that are Plan, Source, Deliver and Return. In Plan process, the author choose customer response time for the most important factor due to the customer satisfaction. The lower customer response time, the better performance of the service is, so customer expectation will be fulfilled. For Sourcing process, there is nothing important than the partnership of suppliers and buyers. Singapore Port is taking towage service from third party and this towage service is such as a critical service at Singapore Port. In order to lower the operating cost and get higher productivity, this partnership must be solidly drawn. At Deliver process, this report shows the importance of the transport productivity in getting higher performance and stimulate the economic growth. Last but not least in this...
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...Report by the Commission on the Measurement of Economic Performance and Social Progress Professor Joseph E. STIGLITZ, Chair, Columbia University Professor Amartya SEN, Chair Adviser, Harvard University Professor Jean-Paul FITOUSSI, Coordinator of the Commission, IEP www.stiglitz-sen-fitoussi.fr Other Members Bina AGARWAL Kenneth J. ARROW Anthony B. ATKINSON François BOURGUIGNON Jean-Philippe COTIS Angus S. DEATON Kemal DERVIS Marc FLEURBAEY Nancy FOLBRE Jean GADREY Enrico GIOVANNINI Roger GUESNERIE James J. HECKMAN Geoffrey HEAL Claude HENRY Daniel KAHNEMAN Alan B. KRUEGER Andrew J. OSWALD Robert D. PUTNAM Nick STERN Cass SUNSTEIN Philippe WEIL University of Delhi StanfordUniversity Warden of Nuffield College School of Economics, Insee, Princeton University UNPD Université Paris 5 University of Massachussets Université Lille OECD Collège de France Chicago University Columbia University Sciences-Po/Columbia University Princeton University Princeton University University of Warwick Harvard University London School of Economics University of Chicago Sciences Po Rapporteurs Jean-Etienne CHAPRON General Rapporteur Didier BLANCHET Jacques LE CACHEUX Marco MIRA D’ERCOLE Pierre-Alain PIONNIER Laurence RIOUX Paul SCHREYER Xavier TIMBEAU Vincent MARCUS INSEE INSEE OFCE OCDE INSEE INSEE/CREST OCDE OFCE INSEE Table of contents EXECUTIVE SUMMARY I. SHORT NARRATIVE ON THE CONTENT OF THE REPORT Chapter 1: Classical GDP Issues . . . . . . . . . . . . . . . . . ....
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...International Journal of Business, Humanities and Technology Vol. 1 No. 3; November 2011 Sustainability and Triple Bottom Line Reporting – What is it all about? Aimee Jackson College of Business University of Louisiana – Monroe Monroe, LA 71209 USA Katherine Boswell, PhD, CIA Assistant Professor of Accounting College of Business University of Louisiana – Monroe Monroe, LA, 71209 USA Dorothy Davis, DBA, CPA Associate Professor of Accounting College of Business University of Louisiana – Monroe Monroe, LA 71209 USA Abstract Growing demands from stakeholders for more extensive information about the operations and financial standing of businesses is encouraging some companies to including information on sustainability. The recognition that there are finite resources to be utilized by today’s businesses, as well as future generations, is a driving force behind incorporating additional reporting by companies on sustainability factors. This paper attempts to summarize the primary advantages and drawbacks of shifting from a strictly financial reporting philosophy to a sustainability philosophy. Keywords: Sustainability Accounting, Triple Bottom Line Reporting, TBL Introduction With the shift in societal focus toward environmental longevity, b usinesses are encouraged to look at the big picture and see their impact on the world around them. A fundamental philosophy propagated today is how imperative it is that businesses address all values in reporting...
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...Arturo Calvo-Mora Antonio Leal José L. Roldán, (2006),"Using enablers of the EFQM model to manage institutions of higher education", Quality Assurance in Education, Vol. 14 Iss 2 pp. 99 – 122. Arvinder P.S. Loomba Thomas B. Johannessen, (1997),"Malcolm Baldrige National Quality Award", Benchmarking for Quality Management & Technology, Vol. 4 Iss 1 pp. 59 – 77. Bell, R. and Keys, B. (1998), “A conversation with Curt W. Reimann on the background and future of the Baldrige Award”, Organizational Dynamics, Vol. 26 No. 4, pp. 51-61 . Bou-Llusar, J.C., Escrig-Tena, A.B., Roca-Puig, V. and Beltran-Martin, I. (2009), “An empirical assessment of the EFQM excellence model: evaluation as a TQM framework relative to the MBNQA model”, Journal of Operations Management, Vol. 27 No. 1, pp. 1-22. Chris Hakes (2007). The EFQM excellence model for Assessing Organizational Performance (Google eBook). uk: Van Haren. p12. Constanze Clarke (2006) Automotive Production Systems and Standardisation: From Ford to the Case of Mercedes-Benz (Google eBook). 5th ed. uk: Springer Science & Business Media. p60. Dahlgaard, J., Kristensen, K. and Kanji, G.K. (2007), Fundamentals of Total Quality Management, Routledge, New York, NY. Decarlo, N.J. and Sterett, W.K. (1990), “History of the Malcolm Baldrige National Quality Award”, Quality Progress, Vol. 23 No. 3, pp. 30-2. EFQM. (2012). Fundemental Concepts. Available: http://www.efqm.org/efqm-model/radar-logic. Last accessed 10th April 2015. ...
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...inclusive Wealth report 2012 measuring progress toward sustainability Summary for DeciSion-makerS unu-iHDP Secretariat of the International Human Dimensions Programme on Global Environmental Change conTriBuTorS Science Advisor Partha Dasgupta – university of cambridge Report Director anantha Duraiappah – iHDP executive Director Science Director Pablo muñoz – iHDP academic officer Report Authors matthew agarwala – London School of economics and Political Science Giles atkinson – London School of economics and Political Science/centre for climate change economics and Policy edward B. Barbier – university of Wyoming elorm Darkey – university of Bonn Partha Dasgupta – university of cambridge anantha Duraiappah – iHDP Secretariat Paul ekins – university college London Pablo fuentenebro – iHDP Secretariat Juan Sebastian Lozano – The nature conservancy (colombia) kevin mumford – Purdue university Pablo muñoz – iHDP Secretariat kirsten oleson – university of Hawaii Leonie Pearson – university of melbourne charles Perrings – arizona State university chris Perry – un-Water Decade Programme on capacity Development (unW-DPc) Steve Polasky – university of minnesota Heather Tallis – Stanford university Stacie Wolny – Stanford university Report Review Board John agnew – university of california, Los angeles Peter Bartelmus – Bergische universitaet Wuppertal/columbia university Julia Bucknall – World Bank Dabo Guan – university of Leeds michael Harris – university of Sydney...
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...Burt's Bees Case Study Florida State College at Jacksonville MAN3781: Sustainable Business Strategies Spring Term 2015 [G1] March 14, 2015 Burt’s Bees Case Study How far along is Burt's Bees in their sustainability journey? Lodging their first corporate social responsibility (CSR) in 2008, according to the article “Burt’s Bees: Balancing Growth and Sustainability. Their 2020 sustainable goals consist of zero waste, one hundred percent employee engagement, one-hundred percent natural products, one- hundred percent Post-Consumer Recycled (PCR)/Biodegradable packaging, and one-hundred percent renewable energy/ zero carbon leadership in energy and environmental design (LEED) certified building. Kicking off the goals that they have set in place, they began measuring how much waste the company was producing. The amount came as a surprised when they discovered it was forty tons of waste each month that was being poured into the waste land fields. Burt’s Bees has a goal of having zero waste by 2020. They have went from 40 tons a month down to four tons per month which is already a significant change. The amount of energy has been cut per unit produced by forty percent by changes the shrink wrap band that goes around the lip balm to a tear off wrap which was significant in preserving energy because the shrink wrap was produced for the number one selling product of the company. They have also reduced the amount of water that is being used within the...
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...This article appeared in a journal published by Elsevier. The attached copy is furnished to the author for internal non-commercial research and education use, including for instruction at the authors institution and sharing with colleagues. Other uses, including reproduction and distribution, or selling or licensing copies, or posting to personal, institutional or third party websites are prohibited. In most cases authors are permitted to post their version of the article (e.g. in Word or Tex form) to their personal website or institutional repository. Authors requiring further information regarding Elsevier’s archiving and manuscript policies are encouraged to visit: http://www.elsevier.com/copyright Author's personal copy Organizational Dynamics (2010) 39, 353—356 a v a i l a b l e a t w w w. s c i e n c e d i r e c t . c o m journal homepage: www.elsevier.com/locate/orgdyn Why Nike kicks butt in sustainability Marc J. Epstein, Adriana Rejc Buhovac, Kristi Yuthas Nike Inc. has a unique combination of capabilities and competencies that position the company as a leader in sustainability. Nike is among the world’s most prominent sustainable corporations, and is regularly recognized by organizations that rank sustainable performance. For example, Nike has been named one of 100 most sustainable corporations in the world by Innovest, ranked third in Corporate Responsibility Officers 100 Best Corporate Citizens list, and named one of the World’s Top...
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...responsible manner which can be viewed in two different dimensions: 1. Internal – socially responsible practices that mainly deal with employees and related to issues such as investing in human capital, health and safety and management change, while environmentally responsible practices related mainly to the management of natural resources and its usage in production 2. External – CSR beyond the company into the local community and involves a wide range of stakeholders such as business partners, suppliers, customers, public authorities, and NGOs that representing local communities as well as environment. A company should focus on areas such as economic, environmental and social when developing sustainability strategy (Szekely & Knorsch 2005). Sustainability strategy development can be based on legitimacy, economic and social theories. These theories explain social disclosures pattern by organizations (Hanniffa & Cooke 2007). Thus, CSR practices can be based on these three strategies. Legitimacy theory is whereby corporate...
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...Working Party on Aid Evaluation initiated a study of performance management systems. The ensuing draft report was presented to the February 2000 meeting of the WP-EV and the document was subsequently revised. It was written by Ms. Annette Binnendijk, consultant to the DAC WP-EV. This review constitutes the first phase of the project; a second phase involving key informant interviews in a number of agencies is due for completion by November 2001. TABLE OF CONTENTS PREFACE.......................................................................................................................................................... 3 I. II. III. IV. V. VI. RESULTS BASED MANAGEMENT IN THE OECD COUNTRIES -- An overview of key concepts, definitions and issues -- ........................................................................ 5 RESULTS BASED MANAGEMENT IN THE DEVELOPMENT CO-OPERATION AGENCIES -- Introduction --...................................................................................................................................... 9 PERFORMANCE MEASUREMENT IN THE DEVELOPMENT CO-OPERATION AGENCIES -- The project level --............................................................................................................................ 15 PERFORMANCE MEASUREMENT IN THE DEVELOPMENT CO-OPERATION AGENCIES -- The country program level --………………………………………. … ................................................ 58 PERFORMANCE MEASUREMENT IN THE DEVELOPMENT CO-OPERATION AGENCIES...
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...about the Corporate Sustainability Reporting. The Sustainability Reporting Framework (G3.1) of Global Reporting Initiative (GRI) and the system oriented theories (Legitimacy Theory, Stakeholder Theory and Institutional Theory) are reviewed in order to explain and support the arguments of the reporting methodology. In addition, the reports of two multinational companies, Apple Inc. and Toyota Motor Corporation are inspected with the theories. It is found that both companies involved in multiple activities in promoting and educating the publics about their operations as well as the ways to protect themselves and the nature. It can be concluded that both companies abide the framework and theories to disclose information to the stakeholders. 1.0 Introduction Corporate Sustainability Reporting is becoming more and more important in research and in practice lately, as the consumers are becoming smarter compare to the eras before. Companies have the responsibility to disclose details in financing and operations in order to gain support and resources from the world at large to survive in the market. There are three important system oriented theories that helps in measuring the degree of importance and explaining the methodology in disclosing informations to all types of stakeholders. Two multinational companies that provides annual report and sustainability report are reviewed to help understanding the reporting method. 2.0 Purpose of Corporate Sustainability Reporting Pursuant...
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...Executive Summary This report provides an analysis and evaluation of Triple Bottom Line (TBL) accounting. Many corporations adopt and follow the novel term, along with the public increasing public concern of social and environmental performances. The research pays attention to the arguments for and against the TBL accounting in corporate accounting reporting. Many companies concur with the significance of concept to reinforce their business, yet others hold the view that TBL is accompanied by diverse debates. The findings of this review show that TBL accounting: • Refers to a good tool of the measurement of accountability and transparency • Provides a beneficial opportunity to obtain the value of a corporate name and the market share in completion • Contributes to the reduction of production cost and the conservation of environment through making use of resources efficiently • Improves corporate management and employee productivity due to the measurement of accountability and transparency • Impacts on a core competency of business and a social situation • Adjusts a methodology to measure social and environmental performances TBL accounting with economic, social, environmental activities has been some negative thus far. However, the arguments against TBL accounting, which are related to core competency, poor societies and measure standard, are still doubtful and cannot address a strong persuasive in opposition to...
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...the role of patient satisfaction in healthcare. According to researchers, “in health care, the whole notion of quality has become a source of confusion and sometimes a distraction from genuine value improvement” (McClellan, 2008, p. 23). Quality is affected by patient outcomes and satisfaction. At the same time, quality helps to determine the value in healthcare. Many quality and value initiatives are aimed at reducing health care disparities that exist in American healthcare system, as well as at improving the quality of care (McClellan, 2008). Generally speaking, various quality of care initiatives contribute to the overall success of any health are organization, including financial success and success of nursing practices. To achieve higher level of quality of health care services, it is necessary to use effective mechanisms, which involve certain changes, such as additional staffing, new equipment, adequate audits, and other changes. Health care organizations should be focused on overcoming any barriers to successful quality improvement. Quality and values initiatives in health care help to achieve this goal. The major goal of this paper is to discuss the relationship between the external quality and value initiatives in health care and their effect on the financial success of an organization and nursing practice. To achieve this goal, it is necessary to identify the initiatives and the specific nursing practices affected, as well as the role of nursing leadership in the...
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...ORGANIZATION PERFORMANCE The present report is focused on identifying strategies for defining, measuring, and improving performance of the healthcare delivery system in any organization. The scope of the report is kept limited to the frontline health service delivery system like hospitals and clinics which directly interacts with patients. The main objective of the report is to identify important determinants of organizational performance in healthcare and to present examples of solutions which can improve its functioning and performance. Identifying present performance: Before formatting future strategy for any organization, it is important to evaluate its present performance. It is important for any organization to deliver healthcare of high quality, high efficiency, easy accessibility, and easy utility; to be considered as a high performance organization. Additionally, the high performance organization must be open to enable learning and to have well planned strategies to access support from different parts of the society to attain sustainability. Thus section discusses the six main outcomes required by high performance organization which are quality, efficiency, utilization, access, learning, and sustainability. 1. Quality: Research on the clinical quality of the healthcare is as old as the healthcare delivery system itself. The researchers identify clinical quality as safe and medically appropriate healthcare. Furthermore, while identifying the performance of the organization...
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...each citizen makes every day, as well as the big political and economic decisions that affect many. It is clear that environmental degradation tends to impose the largest costs on those generations that are yet to be born. We can only improve sustainable development when it will put an emphasis on involving citizens and stakeholders. Ultimately, the vision will become reality only if everybody contributes to a world where economic freedom, social justice and environmental protection go hand in hand, making our own and future generations better off than now.1 Sustainability has emerged as a challenge before entire civilization. The challenge before us is to reduce disparity through capacity building and providing poor and dispossessed access to the knowledge and resources needed for meaningful life. National Development through Corporate Social Responsibility (CSR) and Sustainability ensures the well-being of individual by integrating business practices in an economically, socially and environmentally sustainable manner that is transparent and ethical. CSR is about not only complying with the law in a due diligent way but also about taking account of society’s needs and finding more effective ways to satisfy existing and anticipated demands in order to build more sustainable businesses. It is about using innovation to find creative and value-added solutions to societal and environmental challenges. It is about engaging shareholders & stakeholders...
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