...increasing value-adding and cost reductions through integration. By developing cross-functional integration, supported by data warehousing and shared roles and responsibilities, organizations began to create a customized view of the customer. Support issues, Web hits, sales calls and marketing inquiries started building a deeper understanding of each customer and allowed aggressive organizations to adapt their tactics to fit individual needs. a) Customer service management process Customer Relationship Management concerns the relationship between the organization and its customers. Customer service is the source of customer information. It also provides the customer with real-time information on scheduling and product availability through interfaces with the company's production and distribution operations. Successful organizations use the following steps to build customer relationships: determine mutually satisfying goals for organization and customers establish and maintain customer rapport produce positive feelings in the organization and the customers b) Procurement process Strategic plans are drawn up with suppliers to support the manufacturing flow management process and the development of new products. In firms where operations extend globally, sourcing should be managed on a global basis. The desired outcome is a win-win...
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...career in either Call Center Operations or Training in a company that offers advancements and opportunities where I can further enhance my skills and develop my knowledge. WORK EXPERIENCE September 2006 – August 2011 OPERATIONS MANAGER Customer Contact Center HSBC Electronic Data Processing (Philippines), Inc. 5150 Northbridgeway, Northgate Cyberzone, Alabang, Muntinlupa City • Manages the daily operations of the Customer Relationship Call Center Department by ensuring that all Key Performance Indicators are met, customers receive quality service through all channels of customer contact, supporting all product lines including partners and sales referrals or initiatives. • Manages all Training and Quality related activities and decides on the action plan to take prior to roll out to the whole Operations staff. • Responsible in ensuring that the Call Center Department is adherent to HSBC Group’s Compliance, Internal Control, and Business Continuity / Recovery Plan policies and procedure • Coordinates with all Stakeholders and maintain high level relationship to ensure that department performance, action items, and initiatives are well implemented • Participates and assists in analyzing forecasted call volume to optimize staffing for delivery of timely, efficient service in order to achieve established service level requirements. • Develops and implements strategies that support the vision of HSBC to ensure quality...
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...conduct successful inbound and outbound telemarketing programs.We are now part of AnswerNet, one of the US leading Inbound and Outbound Telemarketing and outsourced teleservices firms so you can be sure that your telemarketing needs are handled with the utmost professionalism and care. | | | So why should you do telemarketing? Telemarketing is the most popular, dynamic, flexible and effective marketing and communications technique available. To get started, select the business situation & solution that best fits your needs: * Small Business Telemarketing Services – Telemarketing services tailored for the small business, startup business or the smaller budget. Learn more... * Business Telemarketing Services – Telemarketing services tailored for the mid-sized business or any business looking to implement full service telemarketing solutions. Learn more... * Enterprise Level Telemarketing and TeleSales Services – Advanced Telemarketing & Telesales services for larger businesses or corporations looking for more complex telemarketing and telesales solutions - up to the outsourcing of your inside sales or customer care teams. Learn more... Inbound Telemarketing Publish, display and mention your phone numbers in catalogs, direct mail, emails, faxes, print ads, on websites and in DRTV/radio spots to generate orders and leads. Cross-sell/up-sell callers to boost revenues. Make your CRM strategy gain results by presenting targeted offers on inbound telemarketing...
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...Employment Outlook and Salary Guide 2012/13 a tOOl fOr wOrkfOrcE planninG Singapore rEcrUitMEnt i OUtSOUrcinG i cOnSUltinG Contents 4 6 8 11 15 16 18 22 24 26 27 29 Executive Overview Introduction Accounting & Finance Banking & Finance Call Centre Engineering & Technical Healthcare & Life Sciences Human Resources Information Technology Office Support Procurement, Supply Chain & Logistics Sales, Marketing & Advertising kelly Services, inc. (naSDaQ: kElYa, kElYB) is a leader in providing workforce solutions. kelly® offers a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, contract and permanent basis. Serving clients around the globe, kelly provides employment to more than 550,000 employees annually. kelly has been at the forefront of the recruitment industry for over 60 years and has set the industry benchmark with innovative recruitment and retention strategies. we pride ourselves on delivering a high level of customer service and providing the right talent in accordance with our clients’ requirements. all our candidates undergo a stringent screening process to ensure they are the best possible fit for the job. for more than 30 years in Singapore, and with offices across the island, kelly has in-depth experience working with Singapore’s leading companies and delivering the best talent available. kellyservices.com.sg All rights reserved. No part of this book may be reproduced or transmitted...
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...a retrieval system, or transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise without the prior written permission of the publisher. Permissions may be sought directly from Elsevier’s Science & Technology Rights Department in Oxford, UK: phone ( 44) (0) 1865 843830; fax: ( 44) (0) 1865 853333; email: permissions@elsevier.com. Alternatively you can submit your request online by visiting the Elsevier web site at http://elsevier.com/locate/ permissions, and selecting Obtaining permission to use Elsevier material. Notice No responsibility is assumed by the publisher for any injury and/or damage to persons or property as a matter of products liability, negligence or otherwise, or from any use or operation of any methods, products, instructions or ideas contained in the material herein. Because of rapid advances in the medical sciences, in particular, independent verification of diagnoses and drug dosages should be made. British Library Cataloguing-in-Publication Data A catalogue...
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...Strategic Management Paper on: Dell International Services Philippines, Inc. Submitted to: Professor Eliseo Aurellado Submitted by: Ryan S. Villarica MBA - Standard Date: June 28, 2014 Table of Contents Executive Summary4 I. Introduction6 II. Research Methodology7 III. Mission and Vision Analysis8 Current Vision and Mission8 Review of the Current Vision9 Review of the Current Mission10 Proposed Vision and Mission Statements11 Review of the Proposed Vision and Mission Statements12 Communicating the Proposed Vision and Mission Statements14 IV. External Analysis15 Economic Forces15 Political Forces………………………......................................................................................... 18 Social, Cultural, Demographic and Ecological Forces 19 Technological Forces 21 Industry and Competitive Forces 22 Five Forces of Competition Model 24 Competitive Profile Matrix (CPM)28 External Factor Evaluation (EFE) Matrix 33 V. Internal Analysis39 Functional Audit39 Culture39 Management41 Operations43 Information Systems44 Human Resources45 Marketing and Hiring46 Financial Performance47 Internal Factor Evaluation (IFE) Matrix52 VI. Strategy Formulation58 SWOT Analysis58 Strategic Position and Evaluation (SPACE) Matrix 60 Internal-External (IE) Matrix63 Grand Strategy Matrix64 Summary of Matrices and Analysis65 VII. Quality Strategy Planning Matrix 66 VIII. Proposed Strategies69 Strategic...
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...Keywords The exceptional performance of Dell Computer in recent years illustratesan innovative response to a fundamental competitive factor in the personal computer industry—the value of time. This article shows how Dell’s strategies of direct sales and build-to-order production have proven successful in minimizing inventory and bringing new products to market quickly, enabling it to increase market share and achieve high returns on investment. The Dell case illustrates how one business model may have inherent advantages under particular market conditions, but it also shows the importance of execution in exploiting those advantages. In particular, Dell’s use of information technology (IT) has been vital to executing both elements of its business model—direct sales and build-to-order—and provides valuable insights into how IT can be applied to achieve speed and exibility in an industry in which time is critical. Many of the insights gained from this case can be applied more generally to other time-dependent industries, suggesting that the ndings from the Dell case will have implications for a growing number of companies and industries in the future. build-to-order, business model, clockspeed, customer relationships, Dell Computer, direct sales, distribution channel, information technology, time-basedcompetition, virtual integration “It isn’t so much that we have a new economy, as we have a new...
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...“Listening to customers must become everyone’s business. With most competitors moving ever faster, the race will go to those who listen and respond more intently”. -Tom Peters, Thriving on Chaos Chapter 1: Conceptual Framework for CRM What is Customer Relationship management? Before we begin to examine the conceptual foundations of CRM, it will be useful to define what is CRM. A narrow perspective of customer relationship management is creating a team relationship among sales, marketing, and customer support activities within an organization. Another narrow, yet relevant, viewpoint is to consider CRM only as customer retention in which a variety of after marketing tactics is used for customer bonding or staying in touch after the sale is made. Shani and Chalasani define relationship marketing as “an integrated effort to identify, maintain, and build up a network with individual consumers and to continuously strengthen the network for mutual benefit of both sides, through interactive, individualized and value-added contacts over a period of time”. The core theme of all CRM and relationship marketing perspectives is its focus on co-operative and collaborative relationships between the firm and its customers, and/or other marketing actors. CRM is based on the premise that, by having a better understanding of the customers’ needs and desires we can keep them longer and sell more to them. Growth Strategies International...
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...buy a company’s products ) Offerings & brands Companies address customer needs through a value. Proposition: Set of benefits that satisfy customer needs. Offerings: Physical representation of those benefits. Brands: Offering from a known source, a brand’s name carries many associations in people’s mind that makes up its image. 2. 3. Value & satisfaction Value: sum of tangible and intangible benefits and costs to a customer (perceived value increases with the quality and services) Satisfaction: A person’s judgment of a product’s perceived performance in relationship to his expectations. 4. Exchanges & relationships Exchange: The act of obtaining a desired object from someone by offering something in return. (= ONE sale, to ONE customer) Relationship: several exchanges with several customer = the goal. Relationships are built through delivering value and satisfaction. The marketing process: 1- Analyzing the environment (consumers, macro-environment, competition, distributors) 2- Developing a marketing strategy (segmentation, targeting, positioning) 3- Designing a marketing program (Product, price, promotion, place) Marketing - Session 1 MARKETING MANAGEMENT AND STRATEGIC PLANNING Marketing management is the art and science of choosing target markets and getting, keeping, and growing customers...
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...Sustainable Solutions Paper Sustainable Solutions Paper The constant changing of the paint industry climate demands that some innovative technologies to be developed by participating companies. Sherwin-Williams (SHW) has been a fore-runner in the paint industry for over a century. The development of technology has helped the company execute well informed decisions more than ever before. How will SHW use current products and technologies to assist with their various business units become more efficient and operate effectively? The expansion of SHW will depend on its customer service, product development, and its executive management team. The purpose of this paper is to create a sustainable solution in which the company can investigate the strategies suggested to help them develop their present value added services within their business units during the next century. The major focal points of this paper will include an executive summary, an analytical look into the current strategies using different tools such as a SWOT and Porter’s five forces analysis. The five force analysis will determine external events that can have a direct impact on how they conduct business. A general forces analysis will examine the local environment and how it plays a significant part of their growth. The SWOT analysis will shed light on the strengths, weaknesses, opportunities, and threats of the organization. This report will also examine the current SHW strategy and its alignment...
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...user-f501 CHAPTER 1 207/MHRL043/kno31619_disk1of1/0070131619/kno31619_pagefiles: Management Challenges Business Applications Module I Development Processes Information Technologies Foundation Concepts FOUNDATIONS OF INFORMATION SYSTEMS IN BUSINESS Ch apt er Highligh t s L ea r n i n g O bj ect i v e s Section I Foundation Concepts: Information Systems in Business 1. Understand the concept of a system and how it relates to information systems. 2. Explain why knowledge of information systems is important for business professionals, and identify five areas of information systems knowledge that they need. 3. Give examples to illustrate how the business applications of information systems can support a firm’s business processes, managerial decision making, and strategies for competitive advantage. 4. Provide examples of several major types of information systems from your experiences with business organizations in the real world. 5. Identify several challenges that a business manager might face in managing the successful and ethical development and use of information technology in a business. 6. Provide examples of the components of real world information systems. Illustrate that in an information system, people use hardware, software, data, and networks as resources to perform input, processing, output, storage, and control activities that transform data resources into information products. 7. Demonstrate familiarity with...
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...function to a third-party service provider as a cost-saving measure of companies such as IT-related services, financial and administration (F&A) processes, human resources functions, call center and customer service activities and accounting or payroll. BPO is often divided into two categories: back office outsourcing which performs non-core processes that is actually necessary to a company but do not provide any intrinsic value to the company’s growth such as billing or purchasing; and front office outsourcing which inclined to performing core processes that directly benefit the organization in growing, generating revenue and establishing itself in the marketplace, included here are customer-related services such as marketing or tech support. Business Process Outsourcing is also distinct from where the external service provider locates. BPO that is contracted outside a company’s own country is known as offshore outsourcing while nearshore outsourcing happens when a company contracted a specific task to its neighbouring country and BPO that is contracted with company’s own country is being called onshore outsourcing. BPO is already recognized internationally. In fact, outsourcing has been around since the time of hunters and gatherers of the primitive society. Those who were strong hunters hunted and those who were strong gatherers gathered. Simply put, they perhaps...
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...ABSTRACT This project is based on “BPO INDUSTRY IN INDIA”. Business Process Outsourcing is the delegation of one or more of the business processes to an external provider, which in turn owns, manages and controls the selected processes based on some specific standards. It was started in India in early 1980’s by the British Airways who set-up their captive unit in Delhi. BPO in India starts with low-end data entry processes, but now it moves up the value chain and deals in core business processes also. Both voice and non-voice BPO Industry exists in India. Various types of services are performed, call centres being the attraction today for the youth. BPO operates through three types of business models viz. - Transactional, Niche and Comprehensive. Finance and Accounting has also set its significant place in BPO pie. In 2008, BPO industry generates USD 12.8 Bn revenue, out of which exports revenue was USD 10.9 Bn. It will achieve USD 14.8 Bn by the end of 2009 (expected) and is expected to achieve USD 60 Bn by 2012 and USD 225 Bn by the end of 2020. Cost competitiveness and talented pool of human resources are the key drivers in the growth of BPO industry, but still some factors such as underdeveloped infrastructure and competition from other low-cost countries are providing challenge to the Indian industry, which needs to be addressed carefully by the cooperation of government, NASSCOM and industry itself. Still, India is shining in the...
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...Jeff Abbott Director of Operations Exel Americas 1400 Church Street South Pickering ON L1W 4C1 Phone: 905-428-9947 x200 Fax: 905-428-8252 E-mail: Marlene Adams Director of Purchasing Baffinland Iron Mines Corporations #1016 - 120 Adelaide Street West Toronto ON M5H 1T1 Phone: 416-814-3888 Fax: 416-364-0193 E-mail: Jason Adlam Director, Sales and Customer Service CHEP Canada Inc. 7400 East Danbro Crescent Mississauga ON L5N 8C6 Phone: 905-789-4213 Fax: 905-789-4279 E-mail: Stephen Aikman Sr. Manager, Client Strategy RBC Royal Bank 320 Front Street West, 4th Floor Toronto ON M5V 3B6 Phone: Fax: E-mail: Thomas Aldred General Manager Schenker Logistics Inc. 1920 Albion Road Rexdale ON M9W 5T2 Phone: 416-798-8070 x235 Fax: 416-798-4416 E-mail: Desmond Ali Warehouse Manager USANA, Canada Co. 1 & 2 - 361 Rowntree Dairy Road Woodbridge ON L4L 8H1 Phone: 905-264-7549 Fax: 905-264-9873 E-mail: Sabina Ali Customs & Traffic Manager Conair Consumer Products, Inc. 100 Conair Parkway Woodbridge ON L4H 0L2 Phone: 905-265-4533 Fax: 905-265-4595 E-mail: Anthony Allwood President Systems Logic 4 - 62 Plant Farm Blvd. Brantford ON N3S 7W3 Phone: 519-758-5426 Fax: E-mail: Jay Amer VP, Business Development OEEDC - Greater Peterborough 210 Wolfe Street Peterborough ON K9J 2K9 Phone: 705-743-0777 x2125 Fax: 705-743-3093 E-mail: Jill Anderson Senior Managing Consultant IBM Canada 127 Wimbleton Road Etobicoke ON M9A 3S4 Phone:...
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...MBA LEARN MORE, DO MORE, BECOME MORE 90 exceptional people who will shape the future of business The IMD MBA Class of 2011 Developing your future global leaders The IMD difference Why recruit at IMD? Find truly global experienced leaders able to address your company’s challenges in today’s complex environment 90 talented pre-screened participants Besides strong academic ability, we assess the leadership potential with a focus on real management capacity in a multi-cultural and complex environment. In total we spend at least 10 manhours per candidate to make sure each one is right for the program. The admission process consists of: - an online application with 12 essays - letters of recommendations - a full day assessment center Once accepted, each candidate goes through a full background check conducted by an independent agency. International and experienced In a class of 90, you will find 40+ different nationalities and 90% of the participants will have spent at least 6 months outside their home country. With a minimum of 3 years of work experience, our participants have on average 7 years of experience prior to IMD. Trained to become truly global hand-on leaders Besides strong academic business fundamentals, our intensive one-year program is designed to constantly push our MBAs beyond their comfort zone. A diversity of hands-on projects takes them through various settings: - a 6-week startup project - a 9-week international consulting project with medium to...
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