...Chemical Case Study Achieving operational excellence - in a polythene business In early 2007, a major petrochemical company embarked on a key strategic project to develop and implement a global operations excellence programme. Background The programme aimed to reduce costs, increase plant availability and reduce waste through introducing world class manufacturing practices in a sustainable way. ABB was selected to complete an initial high level benchmark assessment at 10 of their 150 plants. The assessment identified the gaps between present and world class performance, quantified the financial opportunity for improvement and established momentum for action. Building on the learning from the benchmark, ABB worked with the organisation to develop their global operations excellence programme. ABB were then selected as the programme implementation partner, providing ABB’s leading operational excellence methodology and proven delivery experience. ABB’s approach to operational improvement is based on our i2i model. The approach delivers improvement through 3 phases of work; − Investigate (performance, practices and opportunities) − Implement (diagnose problems and identify solutions) − Integrate (embed solutions into normal business) Improvement is driven via 3 ‘streams’ of activity, all of which must be aligned and normally progress in parallel; − Leadership stream (business direction and focus) − Operational stream (manufacturing improvement teams) − Organisational stream (people...
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...Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Video Cases Video Case 1a: What Is Workday: Enterprise Software as a Service (Saas) Video Case 1b: Workday: Mobile Solutions for iPad Video Case 2: Evolution Homecare Manages Patients with Microsoft CRM (2011) Video Case 3: Sinosteel Strengthens Business Management with ERP Applications (2008) Instructional Video 1: Zara’s: Wearing Today’s Fashions with Supply Chain Management 6.1 Copyright © 2014 Pearson Education publishing as Prentice Hall Management Information Systems, Global Edition Chapter 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications LEARNING OBJECTIVES • Describe how businesses use enterprise systems to achieve operational excellence. • Explain how supply chain management systems coordinate planning, production, and logistics with suppliers. • Describe how customers relationship management systems help firms achieve customer intimacy. • Explain the challenges posed by enterprise applications. • Describe the new technologies used by enterprise applications. 9.2 Copyright © 2014 Pearson Education Management Information Systems, Global Edition Chapter 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Enterprise Systems • Enterprise Systems – Enterprise resource planning (ERP) systems – Suite of integrated software modules and a common central database – Collects ...
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...have led to the changed vision of IIS which is: “Provide a broad set of products and services to consumer and small business customers using a model of customer intimacy that will build long-term relationships based on trust and value to the customer” (University of Phoenix, 2008, p. 1). This new vision has not been realized yet and therefore, the Executive Vice President of Marketing and Sales has been released of his duties and was replaced by Janet Angelo as new Executive VP of Marketing and Sales. A number of reasons contribute to the fact that why the transformation of IIS was not successful and these reasons are (1) no clear communication about how the change should take place, (2) no explaining and reinforcing on why the change should take place, (3) resistance to the change of key personnel, and (4) the goals to achieve were not aligned with the new strategy. No clear communication has been identified by Kreitner and Kinicki (2004) as one of the main reasons why organizational change initiatives fail. The communication of organizational change and no explaining and reinforcing on why the change should take place are critical success factors for organizational change (University of Phoenix, 2008). The resistance to change of key personnel is the result of the different expectations the key personnel has about the outcome of the customer-intimacy model. The urgency of the change has not been communicated clearly and effectively....
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...John Kuechly Marketing 550 Fall 2014 Case 3: Starbucks: Delivering Customer Service 1. What factors accounted for the extraordinary success of Starbucks in the early 1990’s? a. What was so compelling about the Starbucks value proposition? b. What brand image did Starbucks develop during this period? Many factors accounted for the success of Starbucks. Some of these factors include the many locations around a given urban area, the variety of products, and how Schultz set out to create Starbucks as the “third place” for Americans. Due to the high volume of stores in a given area, people are able to stop by for their daily fix of Joe wherever they may be. If a businessman is walking through an airport, he could stop by the CVG location. A soccer mom could be driving down Reed Hartman Highway and get a coffee at the intersection of Cornell and Reed Hartman. Students at either XU or UC could stop by various locations around their respective campuses as well. Besides selling the regular black coffee, Starbucks capitalized on innovating new items each holiday season. Every fall and winter season, Starbucks launched new hot products for customers. This diversification allowed more people to shop at Starbucks if they had a different preference for their coffee. Finally, Schultz’s platform of making Starbucks the “third place” for Americans is what lead to Starbucks’ compelling value proposition. A. Starbucks was keen on keeping alive the coffee bar culture alive...
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...Tale of Two Airlines: Case Study In the Tale of Two Airlines case study, Professor McPherson discussed how two different airlines handled passenger travel, and in this case, booking issues caused by weather coupled with mechanical problems which contributed to flight delays. The initial delay began when an airline arrived late to Hartsfield Airport in Atlanta, the busiest airport in the country. Professor McPherson was able to make it to the gate for his connecting flight to London, with what he thought was just enough time, only to find that the airplane had pushed back early and he therefore missed this connecting flight to make an important meeting in London. When the gate agents arrived, they happily booked him on another airline with another flight to London which should have allowed Professor McPherson to arrive only 30 minutes late. Unfortunately, this airline also experienced delays due to mechanical problems upon departure and was delayed. Only this time the airline used the technology at hand and quickly accommodated his new itinerary and forwarded him to Frankfurt since he had missed his meetings entirely in London. Professor McPherson also reflected back to a previous flight prior to the network age where he was scheduled to make a connection in London to New York, and due to flight delays was also late. Even though modern IT was not available at the time, the London based airline quickly resolved the issue. He spoke to a first class flight attendant who simply...
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...potential contribution that institutional theory can make to understanding the success of marketing practices. Based on institutional theory, we argue that the effectiveness of marketing practices decreases when firms are motivated to adopt such practices under the influence of institutional pressures originating in firms’ environments. However, alignment between a practice and a firm’s marketing strategy may buffer against these negative effects. We apply these insights to the case of customer relationship management (CRM). CRM is considered an important way to enhance customer loyalty and firm performance, but it has also been criticized for being expensive and for not living up to expectations. Empirical data from 107 organizations confirm that, in general, adopting CRM for mimetic motives is likely to result in fewer customer insights as a result of using this practice. Our study suggests that institutional theory has much to offer to the investigation of the effectiveness of marketing practices. Keywords Customer relationship management . Institutional theory . Mimetic motives . Adoption . Marketing practices B. Hillebrand (*) Institute for Management Research, Radboud University Nijmegen, Nijmegen, Netherlands e-mail: b.hillebrand@fm.ru.nl J. J. Nijholt Rotterdam School of Management, Erasmus University, Rotterdam, Netherlands E. J. Nijssen Industrial Engineering & Innovation Sciences, Eindhoven University of Technology, Eindhoven, Netherlands Introduction Institutional theory...
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...sWhat factors accounted for the extra-ordinary success of Starbucks in the early 1990s? Many factors accounted for the extra-ordinary success of Starbucks in the early 1990’s. Starbucks owns nearly one-third of America’s coffee bars, which is more than its next five biggest competitors combined. Almost all of Starbucks’ locations in North America are company-owned stores located in high-traffic, high-visibility settings such as retail centers, office buildings, and university campuses. This made Starbucks a very convenient coffee bar because of the many different locations. Starbucks also worked to add more depth to their product in the coffee shops. In addition to selling whole-bean coffees, these stores sold rich-brewed coffees, Italian-style espresso drinks, cold-blended beverages, and premium teas. Product mixes vary depending on the stores size and location; however, most stores offer a variety of pastries, sodas, juices, coffee-related accessories and equipment, CDs, games, and seasonal novelty items. Starbucks also sold products through non-company-operated retail stores such as hotels, airlines, and restaurants. Additionally Starbucks formed joint ventures to distribute a bottled frappuccino thru Pepsi-Cola and an ice cream thru Dreyer’s Grand Ice Cream. This allowed the Starbucks’ brand to be recognized not only in freestanding Starbucks stores, but also throughout other channels as well increasing their brand awareness. Starbucks worked very had to expand the number...
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...Case: Sealed Air Corp Sealed Air is a company that was established in 1960 and its history has been highly influenced by technical accomplishment and market leadership. Today they are a well established corporation with around 26000 employees and net sales of about $7.6 billion in 2010. Their mission is to utilize the fundamental knowledge they have as far as packing and performance based materials, so that sustainable products will reduce waste. They strongly value integrity, trust, respect and lead. 1. What has been happening in this market? How has Sealed Air (SA) been doing? The state of market occupied by Sealed Air is growing. The protective packaging market makes use of three main segments that are positioning, blocking and bracing, flexible warps, and void fill. The market for the prior element is unique. The latter two are almost inseparable as they are substituted for each other. There are competitions from several manufacturers and some of them in the flexible wrap market comprising of uncoated and coated air bubble. The selling method they have opted is personal selling. The market has been ever increasing in US and had majority of the market because of the patent protection, licensing of just competitor, and the packaging mentality of the citizens who were highly influenced by the packaging engineers. In England they were at the top until Sansetsu a Japanese firm advertised their product. This firm along with other uncoated bubble market snatched the company's...
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...HW1 study guide (will be included in quiz1) 1. As discussed in the chapter opening case, which of the four generic strategies did Verizon employ to combat the competition offered by AT&T? a. low-cost leadership b. focus on market niche c. customer and supplier intimacy d. product differentiation Answer: D 2. According to the ________ definition of organizations, an organization is seen as a means by which primary production factors are transformed into outputs consumed by the environment. a. microeconomic b. macroeconomic c. sociotechnical d. behavioral Answer: A 3. All of the following are major features of organizations that impact the use of information systems EXCEPT for a. business processes. b. environments. c. goals. d. agency costs. Answer: D 4. Business processes are collections of a. informal practices and behaviors. b. formalized and documented practices. c. routines. d. rights and privileges. Answer: C 5. Mintzberg"s classification of organizational structure categorizes the knowledge-based organization where goods and services depend on the expertise and knowledge of professionals as a(n) a. entrepreneurial structure. b. divisionalized bureaucracy. c. professional bureaucracy. d. adhocracy. Answer: C 6. A large bureaucracy existing in a slowly changing environment that produces standard products and is dominated by centralized management making is classified by Mintzberg as a ________ bureaucracy....
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...What factors accounted for the extra-ordinary success of Starbucks in the early 1990s? 1. by 1992 Starbucks had 140 stores and was competing against small scale coffee 2. Starbucks went public in 1992 which helped them raise 25 million, allowing expansions to continue. 3. Almost no spending in marketing 4. Controlled supply chain – enforcing standard quality 5. Focused on service and the partners 6. Created ambiences with universal appeal 7. Company operated stores, not franchises which usually lack on quality standards 8. Location location and location! 9. Branched and started serving other products ( sodas, pastries, juices etc…) 10. Distributed through other channels – food service, domestic retail, partnerships, online and mail. 11. Taking care of the partners ( health insurance and stock options, promoting from within) Many factors accounted for the extra-ordinary success of Starbucks in the early 1990’s. Starbucks owns nearly one-third of America’s coffee bars, which is more than its next five biggest competitors combined. Almost all of Starbucks’ locations in North America are company-owned stores located in high-traffic, high-visibility settings such as retail centers, office buildings, and university campuses. This made Starbucks a very convenient coffee bar because of the many different locations. Starbucks also worked to add more depth to their product in the coffee shops. In addition to selling whole-bean coffees, these stores sold rich-brewed coffees...
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...Case: Starbucks Questions for Discussion 1. What factors accounted or the extraordinary success of Starbucks in the early 1990s? What was so compelling about the Starbucks value proposition? What brand image did Starbucks develop during this period? • Factors: It is own value, creating an uplifting experience every time customers walk through the door; located in high traffic, high visibility, retail centre. Innovation e.g. set up an espresso bar in their downtown Seattle shop. Specialty coffee, premium, 50% sales of beans. Relax consumer – intimacy – baristas, knowing customer’s name and drink hard skills & soft skill; atmosphere furnishing, music, aroma. • Value proposition: 1) coffee offering highest quality, lots of control over supply chain; 2) service customer intimacy, loyalty of customers, customizing drink in their way; 3) atmosphere providing an upscale yet inviting environment. • Tight value proposition for well defined market: customer patterns stay for a while (linger/ hangout), rituals: read magazine/ do puzzle, chat; established customers coffee fanatics, 24-44, white collar, well educated, affluent, female; brand perceptions/ image escape: a 3rd place, premium coffee, affordable luxury. • Brand image: sense of community, everywhere – the brand, good coffee on the run, place to meeting and move on, convenience oriented - on the way to work, accessible and consistent. 2. Why have Starbucks’ customer...
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...Group 10 MARK247 Case: Starbucks Questions for Discussion 1. What factors accounted or the extraordinary success of Starbucks in the early 1990s? What was so compelling about the Starbucks value proposition? What brand image did Starbucks develop during this period? (team 9, 10 & 11) • Factors: It is own value, creating an uplifting experience every time customers walk through the door; located in high traffic, high visibility, retail centre. Innovation e.g. set up an espresso bar in their downtown Seattle shop. Specialty coffee, premium, 50% sales of beans. Relax consumer – intimacy – baristas, knowing customer’s name and drink hard skills & soft skill; atmosphere furnishing, music, aroma. • Value proposition: 1) coffee offering highest quality, lots of control over supply chain; 2) service customer intimacy, loyalty of customers, customizing drink in their way; 3) atmosphere providing an upscale yet inviting environment. • Tight value proposition for well defined market: customer patterns stay for a while (linger/ hangout), rituals: read magazine/ do puzzle, chat; established customers coffee fanatics, 24-44, white collar, well educated, affluent, female; brand perceptions/ image escape: a 3rd place, premium coffee, affordable luxury. • Brand image: sense of community, everywhere – the brand, good coffee on the run, place to meeting and move on, convenience oriented - on the way to work, accessible and consistent...
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... Reflective Thinking CASE: Comprehension 2) A business model describes how a company produces, delivers, and sells a product or service to create wealth. Answer: TRUE Diff: 1 Page Ref: 11 AACSB: Reflective Thinking CASE: Comprehension 3) Information technology (IT) consists of all the hardware that a firm needs to use in order to achieve its business objectives, whereas information systems consist of all the hardware and software needed. Answer: FALSE Diff: 2 Page Ref: 13 AACSB: Use of IT CASE: Comprehension 4) Computers are only part of an information system. Answer: TRUE Diff: 1 Page Ref: 15 AACSB: Use of IT CASE: Comprehension 5) Information systems literacy describes the behavioral approach to information systems, while computer literacy describes the technical approach. Answer: FALSE Diff: 1 Page Ref: 15 AACSB: Use of IT CASE: Comprehension 6) The dimensions of information systems are people, organizations, and information technology. Answer: TRUE Diff: 1 Page Ref: 16 AACSB: Use of IT CASE: Comprehension 7) In order to understand how a specific business firm uses information systems, you need to know something about the history and culture of the company. Answer: TRUE Diff: 1 Page Ref: 16 AACSB: Use of IT CASE: Comprehension 8) Developing a new product, fulfilling an order, or hiring a new employee are all examples of business processes. Answer: TRUE Diff: 1 Page Ref: 16 AACSB: Reflective Thinking CASE: Comprehension 9) Business...
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...Running head: PROBLEM SOLUTION: INTERSECT INVESTMENTS Problem Solution: Intersect Investments Lisa Browning University of Phoenix Transformational Leadership MMPBL520 Problem Solution: Intersect Investments This paper will reflect the issues and opportunities that are surrounded by a company called Intersect Investment, a financial firm that is experiencing extremely difficult times over the last several years and had struggled to maintain its existence within the industry and its credibility on Wall Street. Intersect Investment has been resistant to change within its organization and the industry causing the organization to suffer overall. Intersect Investments CEO has realized that radical changes must take place for the company to survive but there has been conflict within the organization to prohibit the growth that is needed for longevity. New, recruit, Janet Angelo has been hired to implement the change model that CEO, Frank Jeffers believes in and that it can turn Intersect Investment around to not only be profitable but improving the company’s organizational culture overall. Janet Angelo is ready to take on the challenge. Although, she has the track record for successful strategies that she has implemented in the past but, this one will be a little different, because she has to complete this task in record time. A task she has not had before. We will also look at the interest rights and values of all stakeholders involved, such as executive board members...
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...business using information systems to attain competitive advantage is: A) JC Penny's information system that allows its contract manufacturers to see what garments have been sold and need to be replaced. B) Toyota's legendary TPS that has created superlative efficiencies and enabled Toyota to become the world's largest auto maker C) Verizon's Web-based digital dashboard providing real-time company information for managers. D) Apple's creation of the IPod. Ans: C) Verizons Web-based digital dashboard providing real-time company information for managers. 2) Which of the following choices may lead to competitive advantage (1) new products, services, and business models; (2) charging less for superior products; (3) responding to customers in real-time? A) 2 and 3 B) 1, 2, and 3 C) 1 only D) 1 and 2 Ans: B) 1,2, and 3 3) A major criterion in deciding the most important perspectives of a business problem is: A) change management. B) usefulness. C) organizational needs. D) implementation. Ans:B) Usefulness 4) Inadequate database capacity is an example of the ________ dimension of business problems. A) people B) management C) organizational D) technology Ans:D) Technology 5) The owners of Speed-EZ, a new bike messenger service, are concerned about how they will manage their messengers once they have left the office. This is a business problem that falls into the: A) management dimension. B) technology dimension. C) people dimension...
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