Case Study Arc Solutions Provides a centrally controlled operator center solution to Heffernan Group s o l u t i o n s The Challenges With an overall emphasis on customer service excellence, communication both internally and with customers has always been a key element to the success of the company. Whilst effective, this solution was not ideal as the company’s main aim was to ensure that all customers were dealt with personally by the operators. Having separate telephone systems serving each
Words: 978 - Pages: 4
Shruti Manchanda ------------------------------------------------- Flight Centre Case Study Analysis Shruti Manchanda ------------------------------------------------- Flight Centre Case Study Analysis Contents Executive Summary 1 Findings 2 Discussion 4 CONCLUSION 7 Recommendation 7 Implementation 8 References 8 Executive Summary This report contains analysis on Flight Centre’s customer experience survey conducted in Australia. The report has been divided
Words: 1752 - Pages: 8
5 1.4 Solutions Content 6 1.4.1 Solutions for Hotels 6 1.4.2 Multi-user Computing 6 1.5 Net Computer Series Content 6 1.6 Testimonials 6 1.7 Enquiry 6 28/10/11 General Changes - Remove 'overview' from the menu. No point having home and overview separately. Put home as a menu item – this is opened by default and the page content is the same as the overview page. Remove home from the circle in the edge. - Solution should be a drop down with 2 parts: - Solutions for Hotels
Words: 854 - Pages: 4
share compared to those who did not Services Inc. -The part of the Hr. that is administrative, estimated to be 60 percent to 70 percent of the work, is located in a separate unit called Services Inc. ’the administrative burden is reduced through call centres and use of the Internet and intranet’. The type of the work done in Services Inc. includes compensation and benefits administration, training and education administration, staffing administration, and records management. There are three levels
Words: 803 - Pages: 4
savings and process improvements. Headquartered in the UK, GlaxoSmithKline (GSK) is a world-leading research-based pharmaceutical company. Williams Lea has been providing corporate information solutions to GSK’s legacy companies for six years, particularly in the production of submission documents and case report forms (CRFs), both business-critical elements of the drug development process. The challenge GSK’s success is underpinned by the effective time to market of its new medicines. Spiralling
Words: 611 - Pages: 3
Chapter 1 Introduction to customer relationship management This page intentionally left blank Chapter objectives By the end of this chapter, you will be aware of: 1. 2. 3. 4. 5. 6. four major perspectives on CRM: strategic, operational, analytical and collaborative several common misunderstandings about CRM a definition of CRM the six constituencies having an interest in CRM how important CRM issues vary across industries five generic models of CRM. Introduction The expression customer relationship
Words: 8031 - Pages: 33
CASE STUDY – AVIATION AIR ASIA Airline takes off with Comscentre The Business Challenge As Air Asia continue to expand their network of destinations, particularly through their international long-haul brand, Air Asia X, increasing pressure was being placed on their global call centre located in Kuala Lumpur. Additionally, there was increasing demand for a single global data and telephony network which could seamlessly expand with the business into new markets internationally, while remaining
Words: 866 - Pages: 4
standardization and digitization. It is argued, however, that the future of business-service productivity is on a knife-edge, depending on the mix of two sources of productivity enhancement—namely greater standardization and capturing value from customized solutions. I. INTRODUCTION Services have become a dominant part of the UK economy, accounting for 66 per cent of GDP, as compared to 20 per cent for manufacturing. Twothirds of the UK economy is therefore engaged in a diverse set of service activities
Words: 7505 - Pages: 31
together to solve a problem. They knew that people wanted sleeker audio systems that took up less space in their homes, yet they were also looking for a fuller, deeper sound. A new solution to one of the enduring challenges of audio technology was needed: how do you get a big, undistorted sound out of a small speaker? The solution was a new technology that would squeeze every last drop of acoustic potential from the space inside a speaker. But the sound couldn’t just be bigger: it also needed to be balanced
Words: 3961 - Pages: 16
HRM 4050 Human Resource Development: Recruitment and Selection Methods to Hire 10 call centre employees in a newly formed department Daniela Pantica Student no: M00452076 Module: HRM 4050 MA Human Resources January 2013 intake Part-time number of words: 3519 Table of Contents I. Introduction 3 UK labour market, HR planning and labour turnover in the current UK economic climate 3 Staff turnover 4 II. Stages of the recruitment and selection process 4 Step 1: Determine
Words: 4655 - Pages: 19
