...UNIT VI - CASE STUDY TYCO: DID KOZLOWSKI DO NOT THE EASY THING, BUT THE RIGHT THING Student name: Chi Huong Nguyen Student I.D.: 217505 Columbia Southern University Case Summary Once talking to the graduates at St. Anselm’s College in Manchester, New Hampshire about moral standard, Dennis Kozlowski’s advice to them was to do not the easy thing, but the right thing. The later Tyco scandal pointed out “the right thing” of Dennis Kozlowski seems to be too far away to morals. Since Dennis Kozlowski became CEO of Tyco until he was demanded to step down on June 3, 2002, he wrote a story of a greed and arrogance man who not only used the money of his company for personal wants and desires but also to turn him into a king. He threw Tyco money into buying things for himself, which were luxury houses, yachts, car, and famous paintings. Besides of assets, he used Tyco money for royal parties, which the most famous was his wife’s birthday where everyone dressed in Roman togas while an ice sculpture of David urinates Vodka into a crystal bowl. Dennis Kozlowski created his era at Tyco. It was Tyco’s luck or due to Kozlowski’ insatiable greed or both, Tyco scandal started when rich stingy guy Kozlowski, who had all the best things in life with Tyco money, still did not find the necessary to pay taxes. In avoiding taxes on impressionist paintings that he brought in Manhattan, he had the clerk to write out the bill of sale to make those paintings appeared to be shipped to Tyco’s...
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...ORGANIZATIONAL CULTURES POISON COMPANIES THE RISE AND FALL OF ENRON, WORLDCOM, HEALTHSOUTH, AND TYCO INTERNATIONAL David R. Lease, Norwich University Abstract This paper presents an analytical and comparative study of four recent corporate scandals involving organizations that had previously been recognized as both ethically and organizationally sound. Based on these case studies, the following issues are discussed: (1) The role of leader behavior and organizational/leadership styles in shaping the corporate organizational culture of an organization, and (2) The extent to which this culture renders the organization and its members (including the top executives) prone to ethical misbehavior. The four companies selected for this case analysis are: Enron Corporation, WorldCom, Inc., Tyco International, Ltd., and HealthSouth Corporation. Each case is considered individually. The basic elements in the scandal are outlined and the principal aspects of each organization’s corporate culture discussed, with special emphasis on the influence of leadership styles and leadership behavior/practices on organizational culture. The four cases are then compared and contrasted in the light of the existing evidence on the relation between corporate culture and ethical misbehavior. PRELUDE “We were doing something special. Magical. It wasn’t a job – it was a mission. We were changing the world. We were doing God’s work.” – Jeffrey Skilling, former Enron COO, President and CEO in the immediate aftermath...
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...TIMBERLAND THE SOCIALLY RESPONSIBLE MNE TABLE OF CONTENTS ABSTRACT 3 INTRODUCTION 3 1 A THEORETICAL FRAMEWORK ON CSR 4 1.1 Changing perceptions, CSR as a must 4 1.2 Stakeholders’ Theory and Social Contract 5 1.3 Carroll Theory 6 1.4 Positive and negative light of CSR 6 1.5 How to implement Corporate Social Responsibility in a MNE ....................................7 2 TIMBERLAND AND CSR 7 2.1 Brief history of Timberland 8 2.2 The path towards CSR at Timberland: “Commerce and Justice” 8 2.3 CSR at Timberland today: the 4 Pillars 9 2.4 Timberland CSR practices: two cases in evidence 10 Case 1: Timberland entering India 10 Case 2: Timberland in China and Vietnam 11 3 TIMBERLAND’S INTERNATIONALIZATION STRATEGY 11 3.1 Timberland’s internationalization process: an overview 11 3.2 Historical context fostering or hampering Timberland’s internationalization 13 3.3 An internationalization theory applied: The Uppsala model 14 4 ROLE OF CSR IN TIMBERLAND’S INTERNATIONALIZATION STRATEGY 15 4.1 Boosting company efficiency by educating workforce 16 4.2 Improving local performances by assessing Code of Conduct compliance 16 4.3 Strengthening international relationships by supporting local development 17 4.4 Spreading global image by involving communities 17 4.5 Financing international expansion by boosting shareholders’ endorsement 18 5 TIMBERLAND VS. COMPETITORS: CSR NURTURING COMPETITIVE ADVANTAGE 19 5.1 OLI theory: an application of Timberland’s...
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...ABSTRACT Information system in any organization is an essential element. For this purpose, many organization spend budget to buy a good system in order to have a reliable system to be operated in their organization. These are Information Systems (IS) used to generate, collect, organize, store, retrieve, and disseminate information. Specific IS used to manage student information is referred to as Student Information System (SIS). This research proposed a SIS for Saint Paul’s Academy High School (SPAHS) to address its problems with regard to managing student information which are in enormous amount of paper, documents or records filed in folders and stored in filing cabinets. Considering that information is a set or collection of data, with the manual information system approach, generating information suffers difficulties. After identifying the problem of SPAHS, a system architecture of the proposed SIS was established. The system architecture used a three tiered pattern and Unified Modeling Language (UML) was used to present the different views of the systems architecture. Functionalities include tracking all the details of a student from the day one to the end of the students stay in the school which can be used for all reporting purpose, tracking of attendance, progress in the subject, completed school years, project or any other assignment details, final exam result and all these will be available through a secure, online interface embedded in the school’s website. It will...
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...The International Journal of Human Resource Management, Vol. 22, No. 3, January 2011, 746–761 Customers cocreating value with the firm: implications for IHRM Milorad M. Novicevica, Allison B. Dukeb, Erin R. Holmesc, Jacob W. Brelandd, M.R. Buckleye* and Mark N. Binga Department of Management, School of Business Administration, University of Mississippi, MS, USA b College of Business, Lipscomb University, Nashville, TN, USA; cSchool of Pharmacy, University of Mississippi, MS, USA; dWCBA, Youngstown State University, Youngstown, OH, USA; e Michael F. Price College of Business, University of Oklahoma, Norman, OK, USA The purpose of this article is to develop a theoretical framework for governing an organization’s relationships with customers engaged as contributors to the organization’s business processes (i.e. customers as quasi-employees). Based on our suggested framework, we explain how appropriate customer-centric HRM practices can support more cost-effective and accommodating adaptations in the organization’s governance of its relationships with customers. We complement these propositions with practical examples illustrating how customers who take different cooperative roles will increasingly become valuable organizational assets. The collaborating customers not only provide the information necessary for the successful performance of the service exchange, but also contribute human and social capital in performing tasks that are a complement to or a substitute for employee...
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...Timo Viitala 830508-T062 790922-T017 How Culture and Motivation Interacts? - A Cross-Cultural Study ~ Acknowledgements ~ ACKNOWLEDGEMENTS We would like to thank the respondents of Sasken Finland Oy and SYSteam for their participation in our study. Without their involvement this thesis would have never seen the light of day. In addition, we thank our supervisor Per Nilsson for his guidance and advices and Anders Söderholm for his helpful suggestions. Last but not least, we would like to express our gratitude to John Matthews, Jakub Mulac, and Robin Katoen for their supportive contributions and our friends and family for their support and encouragement. Sincerely, Sabine Helou & Timo Viitala Umeå, May 25, 2007 i ~ Summary ~ SUMMARY Motivating employees is essential for any organization aspiring to succeed. However, the process of motivating is not a straightforward one due to the diversity of individual’s needs. The task has been made even more difficult by the fact that personalized needs have altered in recent years. For instance, in many circumstances financial compensation is not considered as the main motivational factor of employees. Due to its innovative and youthful nature, the Information Technology (IT) industry has been considered to be at the forefront of dealing with organizational issues, such as how to motivate employees. Organizations that lie within this industry have adopted various innovative motivational practices. Examples of those include...
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...European Journal of Marketing 29,1 8 Received June 1994 Information systems in marketing Identifying opportunities for new applications Jari M. Talvinen Helsinki School of Economics and Business Administration, Helsinki, Finland Introduction Over the past three decades, subtle changes in the theory and practice of marketing have been fundamentally reshaping companies. These changes have also been evident in marketing and management related information systems. More and more, companies are faced with the need to control an ever larger and rapidly changing marketing environment. The information processing requirements of companies are expanding as their competitive environments become more dynamic and volatile[1]. To handle the increasing external and internal information flow and to improve its quality, companies will need to take advantage of the opportunities offered by modern information technology (IT) and information systems (IS). Managing marketing information by means of IT has become one of the most vital elements of effective marketing. By collecting and sharing marketing information and by using it to promote corporate and brand image, IS offer new ways of improving internal efficiencies of the firm. Information systems allow dynamic marketing communication between personnel in corporate planning, accounting, advertising and sales promotion, product management, channels of distribution and direct sales. Information technology-based marketing information systems...
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...Impacting Organizational Learning: The Training and Experiences of Quality Award Examiners and Assessors Prof. V.K. Susil Kumar Faculty and Manager – Placements Institute for Technology and Management, 11/D 14, Fourth Main Road, SIPCOT IT Park, Siruseri, Rajiv Gandhi Salai (OMR), Pudupakkam Post, Chennai – 603103 Landline: 044-32974148 Mobile: 9380502425 Abstract The Training and Experiences of Quality Award Examiners and Assessors aim to show that developments in the quality award assessment process in organizations can make a contribution, within a wider framework of organizational learning. The underpinning theoretical argument is that quality award models and associated organizational assessment processes can be used to achieve much wider benefits, than that of quality per se. The quality award assessment process has been applied in organizations from the mid-1980s to the present. The process uses models such as the Business Excellence Model and the Baldrige model. These models use an interpretation of quality, which is based on the holistic approach of total quality management. In parallel with the development of the assessment process, there has been considerable development in the field of organizational learning with an emphasis on developing learning based skills in employees. It shows how the learning experiences and skills developed and enhanced through the assessment process can be applied within an organization’s approach to learning in other...
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...PSYCHIATRY, VOL. 12: 907±912 (1997) PSYCHIATRIC DISORDERS IN ELDERLY FROM THE INDIAN SUB-CONTINENT LIVING IN BRADFORD KUMUD BHATNAGAR1Ã AND JUDITH FRANK2 1 Consultant Psychiatrist for Elderly, Bradford Community Health NHS Trust, UK 2 Senior Experimental Ocer, University of Bradford and Bradford Community Health NHS Trust, UK SUMMARY In our community study of the prevalence of psychiatric disorders among elderly South Asian immigrants from the Indian sub-continent (India, Pakistan and Bangladesh) living in Bradford (UK), we found depression in 20%, dementia in 4% and anxiety neurosis in 4%. Subjects were interviewed at their place of residence by a consultant psychiatrist familiar with their culture and language. The Hindi translation of the community version of the Geriatric Mental State schedule (GMS-A) was also administered. Psychiatrist's ICD-9 diagnosis was compared with GMS±AGECAT computerized diagnosis. We found low-level agreement in dementia cases (kappa 0.33) whereas the agreement in subjects with depression was high (kappa 0.81). In many subjects GMS-A made a diagnosis of dementia not diagnosed as cases by the psychiatrist, who had the bene®t of additional history information from carers in this population from a dierent culture and educational background. These ®ndings are discussed along with suggestions and present limitations of GMS-A in the diagnosis of dementia in cross-cultural research. Larger studies are needed in this population...
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...SERVICE DELIVERY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY (A STUDY OF GUARANTY TRUST BANK PLC AND SKYE BANK PLC) BY ABDULLAHI, RUKAYAT OPEMIPO MATRIC NO: 101003311 A PROJECT SUBMITTED TO THE DISTANCE LEARNING INSTITUTE, UNIVERSITY OF LAGOS, AKOKA IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF THE BARCHELOR DEGREE IN BUSINESS ADMINISTRATION (B.Sc.), BUSINESS ADMINISTARTION OF UNIVERSITY OF LAGOS. DECEMBER, 2015. CERTIFICATION This is to certify that this research project titled “Service Delivery and Customer Satisfaction in the Nigerian Banking Industry” was written by ABDULLAHI, RUKAYAT OPEMIPO with the matriculation number 101003311 under my supervision. -------------------------------------------- --------------------------- MR OLAREWAJU, A.D Date Project Supervisor DEDICATION This research work is dedicated to the Almighty Allah, the Omniscience- the giver of knowledge. To my family. ACKNOWLEDGEMENT In the course of this research work, I am greatly indebted to a host of people who in a way of their moral and intellectual support, have made the success of this project. I cannot but express my gratitude to God Almighty, the giver of wisdom, who has granted me the opportunity, wisdom and knowledge to complete this programme despite many huddles and challenges of life. My special...
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... . . Modelling the development of world records in running Gerard H. Kuper and Elmer Sterken 2.1 Introduction . . . . . . . . . . . . . . . . . . . . . 2.2 Modelling world records . . . . . . . . . . . . . . 2.2.1 Cross-sectional approach . . . . . . . . . . 2.2.2 Fitting the individual curves . . . . . . . . 2.3 Selection of the functional form . . . . . . . . . . 2.3.1 Candidate functions . . . . . . . . . . . . . 2.3.2 Theoretical selection of curves . . . . . . . 2.3.3 Fitting the models . . . . . . . . . . . . . . 2.3.4 The Gompertz curve in more detail . . . . 2.4 Running data . . . . . . . . . . . . . . . . . . . . 2.5 Results of fitting the Gompertz curves . . . . . . . 2.6 Limit values of time and distance . . . . . . . . . 2.7 Summary and conclusions . . . . . . . . . . . . . References . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1 2 2 3 4 4 5 5 5 7 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....
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...American Journal of Scientific Research ISSN 1450-223X Issue 27(2011), pp. 68-83 © EuroJournals Publishing, Inc. 2011 http://www.eurojournals.com/ajsr.htm Banking Service Quality Provided by Commercial Banks and Customer Satisfaction Sulieman Ibraheem Shelash Al-Hawary Associate professor of Business Management, Department of Business Administration College of Financial and Business Administration Al al-Bayt University, Jordan Rashid M. Alhamali Associate professor of Industrial Management, Department of Qualitative Methods College of Business Administration, King Saud University Saudi Arabia Saad Abdullah Alghanim Associate professor of Health and Hospital Administration Department of Management, College of Business Administration King Saud University, Saudi Arabia Abstract Purpose – The purpose of this paper is to examine the impact of the constructs of service quality and customer satisfaction in commercial banks operating in Jordan. Design/methodology/approach – The study uses qualitative methodology, a face to face survey was conducted to test the hypothesis, thirteen banks were chosen randomly in Jordan with their customers acting as respondents to survey, a sample includes 453 customers of Jordanian commercial banks. Findings – The study finds that the order of importance of the dimensions of service quality tested here is: Assurance; Reliability; tangibles; Empathy; and Responsiveness. customers satisfaction are mostly influenced by the service quality. customers indicated...
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...UNIT I Marketing Plan Assigment MBA 5501 Advanced Marketing By Markie Hinson 1 Executive summary Arimount is a well established beauty and grooming company. Arimount has been operating in the hygiene market for 20 years now. As far as the financials are concerned the company has a track record of an average return on investment. Arimount is currently developing a new deodorant product using a new chemical that will allow the deodorant to work for up to five days even after showering. This product has been named Arimount Extralast deodorant. The objective of launching this new innovative product is to maximize the market share of the company and increase profits. 1. Situational analysis 1.1 SWOT Analysis In-depth insight and extended knowledge of hygiene industry, experienced research and development department and a well networked existing distribution channels are the strengths of Arimount. The weaknesses of Arimount include the reliance of the company on debt capital. Opportunities include being a part of the growing hygiene industry and gaining cost effectiveness through economy of scale. Threats for Arimount include competition from existing players in this market and studies that discuss the negitive side effects of the chemicals on the skin and to the environment. 1.2 Competition The three primary competitors of Arimount Extralast deodorant are Klima Antiperspirant, Adidas Absorbent-Deo Wetness Control and Secret Clinical Strength Deodorant. Europe based Klima antiperspirant...
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...Journal of Revenue and Pricing Management Volume 2 Number 3 FUTURE OF REVENUE MANAGEMENT The future of pricing in services Stowe Shoemaker Received (in revised form): 2nd July, 2003 William F. Harrah College of Hotel Administration, University of Nevada, Las Vegas, 4505 Maryland Parkway, Mail Drop 6037, Las Vegas, NV 89154-6037, USA Tel: +1 702 895 1794; Fax: +1 702 895 1135; E-mail: stowe1202@aol.com Stowe Shoemaker is an associate professor at the William F. Harrah College of Hotel Administration at the University of Nevada, Las Vegas. He holds a PhD from Cornell University in the School of Hotel Administration, an MS from the University of Massachusetts and a BS from the University of Vermont. Stowe also teaches strategic pricing and customer relationship management for Cornell University’s Professional Development Program. Stowe is ` a visiting professor at Ecole Hoteliere de Lausanne for autumn 2003. way of thinking about the history of pricing strategies — from one price for all to the current practice of revenue management and finally to the future of pricing — value pricing. Fourthly, the paper presents a way of thinking about value. Specifically, it shows that value is more than just the financial elements of the service. Finally, ways of changing the value perception in order to earn higher revenues are presented. This last section presents actual research showing that changes in the way prices are framed can increase revenue and loyalty. WHY LOYALTY IS IMPORTANT...
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...INTRODUCTION 0.1. BACKGROUND Mobile telecommunications industry has grown exponentially over the last two decades (Kenny and Keremane, 2007). In some countries, the mobile sector has become a critical indicator of economic development. Mobile technology provides a unique opportunity for the developing countries where telephone diffusion has been very low. Specifically, due to its comparatively low investment requirements, mobile telecommunications allows these countries to take advantage of technological innovations to provide communications services in the areas with limited or no telephone network (Noll, 2000; Thompson and Garbacz, 2007). However, the potential of mobile telecommunications has not been fully utilized in many parts of the world. This is evident from its uneven pattern of diffusion, with over 94% penetration rate in Europe in contrast to that of 22% in Africa (ITU, 2007). In the last decade, mobile communication in Ghana has grown rapidly and users benefit from smaller devices and longer lasting accessories. Wider bandwidths are always available from competing firms who task themselves with setting new communication standards within the industry. This has called for a critical attention for mobile telecommunication service providers to utilize a multiplicity of strategies in sustaining current customer base and bringing new ones on board and to make these customers very loyal to the brand. One major tool being used is sales promotion. This communication...
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