...internal perspectives and the consumer. In this paper, I will attempt to discuss the objectives, target audience and performance measures. Also, in this paper, I will discuss the mission, SWOT analysis and vision of All Eyes on Me. Financial Perspectives “While defining the financial perspective, the main concern is the company image as perceived by their stakeholders at a time when they are already successful” (Kaplan & Norton, 2005). All Eyes on Me will have to develop a strategy (marketing) that will show an increase that is compared against its’ competitors. The competition research or market survey is an essential strategy that is used to develop a successful marketing plan. All Eyes on Me should also take an additional step to ensure that all of it’s’ competitors are included in the survey; this will give a better insight on how they can compete. The company should be able to gather information from feedback of the customers, the needs of the customer, the profits that are...
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...Assignment #1 Problems and Best Practices in Retention Question 1 What three problems might an organization have with the issue of employee retention? Explain why they could be a problem. There are many reasons an organization may have with the issue of employee retention such as; money, mergers, health benefits, family reasons, etc. The three problems I believe are money, health benefits and work overload caused by a merger. Higher salary is the number one reason why employee looks for change. When employee feels they are not being paid adequately and the differential in pay between new and longer term employees, they are more likely to leave. For instance, an organization average annual pay increase is approx. 4% however employees perceive that the newcomers are paid better. The second problem might an organization have with the issue of employee retention is the benefit programs. Employees feel that they pay too much for health insurance, especially prescription drug programs. An Organization offers their employees the opportunity to choose a benefit package that is best for their family. The employee has an option to choose from high premium low out-of-pocket cost or low premium high out-of pocket cost benefit package. Whichever one an employee decides to choose, their health insurance still cost too much. The third problem would be work overload caused by a merger. Departments being understaffed and the employees feel as if their workloads are too heavy...
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...ability, passion for Learning and creative thinking and, values in rapidly evolving economic And social l environment. . Plans of the Institution for the year. To review the working of the current courses and only continue those that have potential. New Courses critically assess them and then introduce the same on the criteria of need and validity Strengthen linkages with national and international agencies.(Various Universities) Extension activities to the strengthened. . GOAL Business Perspective: F1: Increasing shareholder satisfaction through managing Return on Investment. F2: Increasing direct profit contribution through managing. Student-Classroom ratio, increasing no of participant, By introducing value based industry oriented programs. F3: Increasing Assets utilization....
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...Training evaluations are essential to helping the Landslide Limousines operates to its full potential. The owner should be focused on developing a viable training plan that is geared toward employee retention and profitability. Therefore, it will become necessary to have a first-rate evaluation procedure established to ensure things are running properly. The evaluation procedure should take into account the training plan that has been developed for Landslide Limousines. Criteria The criteria will establish the standard and process by which evaluations will be assessed. This stage will help gauge the effectiveness of training that the employees will have to undertake. The results can be used to make changes. Because the employees are the essential part of the business an evaluation will be necessary to determine who is ready to work and help those that will need additional training. The employees need to know what is expected of them before they interact with customers. The training plan can be developed via online training, printed materials, hands-on, or classroom instruction. Regardless, of the method the business uses to train the employees Human Resources should maintain documented proof of attendance and make notation if further training is required. The will ensure that both sides are in compliance with legal and company requirements. Pretest Employees A pretest of employees is use to determine what information they are already aware of. It also will help the...
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...4.0 - QUALITY MANAGEMENT SYSTEMS Section Description 4.1 Quality System Processes Rev: A --- 01/1/04 --- New Bids, Quotations, Orders and Contracts CUSTOMER REQUIREMENTS CUSTOMERS Human Resources Plant, Facility and Equipment Information Resources (Document Control) Communication Customer RESOURCE MANAGEMENT Planning of Product Realization Purchasing and Receiving Production MANAGEMENT RESPONSIBILITY Measuring/Monitoring Devices PRODUCT REALIZATION Management Policies, Planning and Commitments Management Review MEASUREMENT ANALYSIS AND IMPROVEMENT Monitoring/Measurement of Products Monitoring/Measurement of Quality System (QMS) Monitoring Customer Satisfaction CONTINUAL IMPROVEMENT Shipping and Delivery CUSTOMERS Feedback 1.0 Process Approach 1.1 The quality management system is designed as a system of interrelated processes. All main activities in the company are defined as Quality System Processes (QSPs) and are grouped into the following six categories (refer to the diagram at the top of this section): Customer Requirements, Product Realization, Page 1 of 6 4.0 - QUALITY MANAGEMENT SYSTEMS Section Description Measurement, Analysis and Improvement, Management Responsibility, Resource Management, and Continual Improvement, And are organized into a Plan-Do-Check-Act loop. 1.2 The sequence and interrelation between the six groups and individual QSPs are illustrated in a diagram at the beginning of this section (Quality...
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...relationships typically requires close working relationships with many different companies. The act of developing long-term profitable customer relationship will not only create wealth for the company but is also another good way of ensuring the retention of customers and thereby the survival and profitability of the company. Michael Dell founded Dell Computer Corporation with $1000 when he was a college student at the University of Texas at Austin in 1984. Today, Dell is the worlds leading direct Computer Systems Company with annual revenues in excess of $31 billion and over 34,000 employees. The major reason is that Michael Dell revolutionized the computer industry by introducing the direct model. The basic direct model aims to deliver a superior customer experience through direct, comprehensive customer relationships, cooperative research and development with technology partners, computer systems custom-built to customer specifications, and service and support programs tailored to customer needs. Marketing has traditionally been viewed as the sales generating business function. This sales orientation sometimes leads firms to focus too much on generating sales in the short run, with little consideration for customer retention or profitability over the long term. Luckily, the short-term sales orientation is being replaced by more of an emphasis on developing, maintaining, and expanding long term, profitable relationships with targeted customers. A relationship perspective...
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...CRM 11- Performance measurement Important stakeholders of a company - Shareholders / Board of directors - Customers - Employees/Management An organisation must maximize the main sources of revenue, profit and growth within the context of both business and customer strategy. The three key stakeholders group are: Employee Value Employee value needs to be considered from two perspectives. #1 the value employees deliver to the organization - This is usually measured against a number of performance objectives, where employees are appraised against performance targets #2 the value the organisation delivers to the employees - Comprises the benefits the work force receives in exchange for the opportunity cost, time and labour expended in performing their job. Customers Value The value the customer receives from the organisation is defined by the perceived benefits of the offer made to the customers, which extend beyond the core product or service. These higher level benefits can come from intangible factors, such as the provision of better customer service or association with a quality brand image. The value of the organisation receives from the customer is determined by the profits obtained from the customer over the lifetime of their relationship with the organisation. Shareholder Value Shareholder value is created by achieving a favourable rate of the return on capital invested. The board of director may expect the following...
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...How Organizational Behavior influences Attrition Keller Graduate School of Management Author Note This paper was prepared for GM591- Leadership and Organizational Behavior taught by Professor Brett Gordon. Correspondence concerning this paper should be addressed to Table of Contents Company Background 3 Organizational Problem 4 Problem Statement 5 TCO Topic 5 Expanded Organizational Introduction: 5 Enhanced Problem Overview 6 Reasons & Measures of Preventable Attrition 7 Possible Solutions 7 How to Create Sustainable Performance 8 Inadequate Developmental 8 Boost Morale and Engagement 8 Increasing Responsibility and Exposure 8 Create Value 9 Optimizing Interactions between Staff 9 Achieving Quality Management 9 Offering Performance Feedback 10 Minimize Incivility 10 Managing conflicts 11 Responsible Leadership 11 Establishing Relationships 11 Summary of Recommendations 12 Reflection 13 References 15 How Organizational Behavior influences Attrition Company Background JDR Pharmaceutical discovers, develops, manufactures, and delivers innovative human therapeutics globally to patients with unmet medical needs. An established leader in biotechnology since 2001, JDR lead the industry by introducing safe, effective medicines from lab, to manufacturing plant, to patient. JDR therapeutics have pioneered the approach with helping millions of people around the world in the fight against cancer, heart disease, neurological...
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...Driving Employee Retention Through Engagement Georgina Shores Florida State College at Jacksonville One of the key topics in Human Resources today is employee retention. Retention is defined by businessdictionary.com as “an effort by a business to maintain a working environment which supports current staff in remaining with the company.” (Business Dictionary, 2013) In today’s business world, the cost of hiring and training new employees is high. It is essential to an organization’s bottom line to attempt to keep quality, valued employees happy and employed in order to keep turnover rates down. Retention is a theme that should be kept in mind from the point of hire. There are several drivers of employee retention that should be looked at when discussing the topic. Employee engagement, satisfaction or dissatisfaction with management, unrealistic employee expectations of the job upon hire, compensation issues and advancement issues are just a few that all factor in to whether or not an employee decides to stay or to seek other employment elsewhere. In the course of this paper I will examine each of these topics and what an organization can do to decrease turnover rates within. Employee engagement is defined by investopedia.com as “the level of enthusiasm and dedication a worker feels toward his or her job.” (Business Dictionary, 2013) An employee that is engaged is his or her work is more productive in day to day tasks and is more likely to take a personal interest...
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...financial performance, customer knowledge, internal business processes, and learning and growth will be discussed as they relate to The Serenity Corner’s mission, values, vision, and SWOTT analysis. Shareholder Value/Financial Perspective “If we succeed how we will look to our stakeholders” (BSI 2009, ¶5). The Serenity Corner will need to look at its asset utilization, customer satisfaction, increased net revenues, minimizing store production, and achieving financial stability. One way to measure these items is to monitor Earnings per share, Operating cost, revenue growth, Return on interest, and Return on capital. Implementing the objectives and performance measuring tools into the company’s daily routing, The Serenity Corner will be able to achieve the company’s goals that were defined in the mission and vision statement. Customer Value Perspective “To achieve our mission, how must we appear to our customers” (BSI 2009, ¶5). The Serenity Corner is a new company to the downtown area. Our customers at The Serenity Corner will be the ones determining the success of the company. Customer satisfaction, increase in market share, the delivery of products and services that are consistent with value and quality to everybody including special populations, increase in public awareness and visibility in the community in a way that will...
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...The Effective Managerial Leadership Style that Sustains Middle Management Job Satisfaction and Job Retention for Organizational Success Vivienne Huang Author Note Correspondence concerning this article should be addressed to Vivienne Huang, E-mail: Vivienne.huang@gmail.com Abstract Managerial leadership styles greatly determine how organizations deal with challenges and capitalize opportunities in the hospitality industry, especially for organizations with multi-level operational structures and numerous geographic locations. Changes of managerial leadership style of senior corporate management can significantly impact job satisfaction and retention of middle managers which ultimately affect a firm’s ability to maintain customer satisfaction, enhance competitive advantage in the marketplace, and sustain profitability. While traditional management approaches supply standards and processes, direct and control people, work in the system to deal with status-quo, effective managerial leadership provides leaders the integrating capacity to significantly impact on the life of their followers and the future of the organization. Interactions between top management and middle management are critical for meeting organizational objectives and executing strategic development. Top executives must carefully examine and determine the most appropriate managerial leadership style that inspire, motivate, guide and support middle managers to achieve higher performance, commitment, trust and...
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...Table of Content 1.0 INTRODUCTION 2 2.0 LITERATURE REVIEW 2.1 Advantages will benefit the company when the retention rate of the company is high 4 2.2 The activities that the company provides to their employees --------------5 2.3 The problems or barriers that company faced to ensure the higher retention rate---------------------------------------------------------------------------------------------8 2.4 The factors that will affect employees to retain--------------------------------9 2.5Relationships between retention rate and performance of the company-10 3.0 OBJECTIVE OF THE STUDY 13 4.0 METHODOLOGY 15 5.0 FINDINGS 17 6.0 DISCUSSION 28 7.0 LIMITATION 33 8.0 RECOMMENDATION 35 9.0 CONCLUSION 37 10.0 REFERENCES 38 11.0 APPENDIX 39 1. INTRODUCTION Human resources are comprised of individuals in the workforce of an organization. In the article by Rishma Vedd, and Reza Kouhy. (2001), Management Accounting & Strategic Human Resource Management, Wright & McMahan (1992) had defined human resources as the pool of employees under the firm’s control in a direct employment relationship. In a more simple word, human resources also known as labors, which is one of the four factors of production. An organization’s human resources should be managed to maximize return on investment in the organization’s human capital and minimize financial risk by aligning skilled and qualified individuals to the organization’s ongoing and future business plans. ...
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...LO4. Be able to assess the work and development needs of individuals. 4.1. Explain the factors involved in planning the monitoring and assessment of work performance. 4.2. Factors involved in planning the monitoring and assessment of work performance. 4.3. Evaluate the success of the Assessment. 4.4. Explain ways to motivate staff to achieve objectives 4.1. Explain the factors involved in planning the monitoring and assessment of work performance. Business pressures are ever-increasing and organizations are now required to become even more effective and efficient, execute better on business strategy, and do more with less to remain competitive. This puts focus on the work process and improving efficiency in how it is carried out. A work process is a series of steps or activities that use different organization resources (e.g., information, raw materials, human labor, machinery, supplies) to provide a product or service. When thinking about how work gets done in an organization, we usually focus on how people do their jobs and how each team and department gets the work done. Organizations are implementing innovative solutions to ensure that work processes deliver real results and improve business performance. Managers use many assessment tools and processes to assess, improve and monitor work processes. What...
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...There are many ways that the hotel can use to measure quality aspects of its operations. One of such way would be through the assessment of the external quality which in this case refers to customer satisfaction. Customer satisfaction can be assessed through various means using the financial and non financial attributes. The overall satisfaction of the consumer is expressed in their reaction towards the product or services offered. A simple survey using a questionnaire can be used to collect data about the satisfaction of the customer. The increase or decrease in the number of customer served can also be sued to assess the satisfaction of customer and therefore the improvement in quality (Drucker, 2004). The other way can be through the assessment of the internal quality marked by the efficiency of the internal operation of the hotel. This can be assessed by the way in which hotel function in scheduling of jobs, reduction in internal conflicts, reduced complains from the customers. These are some of the way that can be used to assess internal quality improvement. But the generally the delivery of services to customers will be the best way that will be used to assess improvement in quality of goods and services. 4.2. The purpose of any quality improvement procedure will be to ensure that a company charges the way it had been operating before and it adapts a new way of operation which will improve the delivery of services as compared to the way it had been done before. It is...
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...Procedure 1. Develop a set of KPIs for Innovative Widgets customer service representatives. KPIs should address the areas of customer and business requirements identified below: a. call/enquiry/complaint handling time b. following organisational procedures c.identifying customer issues and opportunities to increase customer satisfaction or meet customer needs d. assisting team members to improve customer service e. assisting other internal customers of customer service team f.customer retention g. sales h. ability to handle complaints i. ability to record and store customer information j. customer satisfaction. 2. Develop a plan or procedure for monitoring team members’ performance against KPIs. 3. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover identifiable gaps between services provided (including the quality of service) and customer expectations. 4. Arrange to meet with your manager (assessor) to receive performance data and feedback from customers. 5. Discuss issues and possible solutions with your manager. 6. Analyse performance data and customer feedback to indentify systemic customer service issues and trends. 7. Prepare a 1–2 page report containing recommendations for organisation-wide customer service improvement. The report should contain: a. 3–4 recommendations b. A rationale for each recommendation based on your knowledge of: ...
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