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Service Delivery Model
Effects of the Conference on the Annual Operating Plan
Conferences, conventions, and other types of events can play an important role on hospitality companies' success and business development. The effects of such large events, but also the resources required in order to organize large conferences are reflected in the annual operating plan of hospitality industry members. This is also the case of Baderman Island esort.
Baderman's annual operating plan is intended to identify, communicate, and control the manner in which business priorities are managed. The most important elements of this plan are represented by the objectives established by the company in order to develop its strategy. However, the plan must be flexible. This means that the management team must be able to adapt to environmental factors that influence the resort's activity, and that require that such objectives are modified in accordance with these factors' influence.…
1. Berry, T. (2014). Annual Operations Plan for Managing your Business. Retrieved February 9, 2014 from http://articles.bplans.com/growing-a-business/annual-operations-plan-for-managing-your-business/87 .
Transformational Leaders: Service and Technology
Challenges Facing Transformational Leaders: Service Delivery and New Technologies
The prominent challenges facing the world depict the significance of social enterprises that promises financial sustainability of organizations. There is a call for effective conflict management for the success of the social enterprises. It is crucial to identify the challenges and associated skills aimed at effective management of tensions within the business environment. Leaders face internal and external business challenges that hamper growth and the realization of business outcomes. Social entrepreneurs need successful integration of skills, challenges, and pedagogical tools in the creation of a realizable leadership model (Smith, Besharov, Wessels, & Chertok, 2012).
Today, the business world has created a dual responsibility for business leaders to create business value and bring down the operational costs. It is a call for transformational leaders to realize this seeming dichotomy. The leaders face a wide array of challenges…
Smith, W. K., Besharov, M. L., Wessels, A. K. & Chertok, M. (2012). A Paradoxical Leadership Model for Social Entrepreneurs: Challenges, Leadership Skills, and Pedagogical Tools for Managing Social and Commercial Demands. Academy of Management Learning & Education, 2012, Vol. 11, No. 3, 463-478
Organizational Leadership in a Health Care Setting
Current Practice Setting
ecent work environments among practicing nurses show that the domain of personnel lacks in collaboration with patient and family in the job descriptions and policies during the process of performance appraisal. The setting has not given the patient or family a chance to participate on interview teams, yet it is vital for the search committees to gather such information for efficiency and effectiveness to be achieved in the hospital. Orientations are done in the practice, and family or patients are not welcomed during the process of orienting new employees. The process is important for them to take part in because they will relay information vital to the new staff concerning the care they are accorded by other staff in the facility. The environment and design of the facility must include the family and or patient to participate fully in clinical…
Charmel, P. & Frampton, S. (2008). Building the Business Case for Patient-Centered Care. Healthcare Financial Management Association.
Families USA. (2014). Measuring Health Care Quality: An Overview of Quality Measures. Health System Improvement: Issue Brief.
Levinson, W. & Pizzo, P. (2011). It's About Time: Patient-Physician Communication. JAMA, 305(17), 1802-1803.
Stange, K. C., Nutting, P. A., Miller, W. L., Jaen, C. R., Crabtree, B. F., Flocke, S. A., et al.
Management Effectiveness and the End User
Management EFFECTIVENESS IN END USER PERCEPTION OF SERVICE DELIVERY IN PUBLIC AND PRIVATE SECTOR ORGANISATIONS:
A CASE STUDY OF VERIZON
How an end user perceives service delivery in an organization is often determined by the management of that organization. While there are many steps that a service can take between the manager and the end user, that does not mean that there is no correlation between the two. Management is ultimately responsible for everything that takes place throughout an organization, and managers who do not realize that, or who put their failings off on their employees, are doing a disservice to themselves and to the organization to which they belong. Overall, a manager must focus on the issue of customer service above all else, because customers are what keep the business alive. Without the customers, there would be no business - at least not…
performances delivered by numerous private institutions, the glaring differences between the outcomes in the public and private sector calls for a paradigm change in state operations for service delivery. In the event that the necessary changes are ignored, we shall continue to experience mismatched and unsustainable development outcomes that pull back cohesive efforts in development. Government and private sectors have been seen to have completely different measures of leadership and quality improvements in goods and services (Morse, 2010, eay T. And Hinings C.., 2014). The paper evaluates institutional changes that are ideal to, set in a working partnership within the two competing factions - (government and private sectors) -- and, deliver sustainable developments in a region (Vurro et al., 2010).
Partnerships is a cohesive, widespread and all-encompassing means to ensure developments sought are long-term, coherent to the social expectations and inclusive sufficiently to tackle even more intractable difficulties…
GLASBERGEN, P. 2011. Understanding partnerships for sustainable development analytically: The ladder of partnership activity as a methodological tool. . Environmental Policy and Governance, 21, 1-13.
GOOGINS, B.K. & ROCHLIN, S. 2000. Creating the Partnership Society: Understanding the Rhetoric and Reality of Cross-Sectoral Partnerships. Business and Society Review, 105, 127-144.
GREENWOOD, R., OLIVER, C., SUDDABY, R. & SAHLIN-ANDERSSON, K. 2008. The SAGE Handbook of Organizational Institutionalism, United States, SAGE Publications.
HUDSON, B. & HARDY, B. 2001. 'What is a 'successful' partnership and how can it be measured?', Bristol The Policy Press.
Service Quality Improvement
The service industry is tremendously growing every day. The investment in local and worldwide service industry has also increased in the recent past. This is evidenced by the increase in construction of new and enhanced hotels that have influenced the trend for service quality improvement. ecognizing the increase in competitors within the industry, hotel supervisors are focusing on service quality improvement, to acquire a competitive advantage. In this intense and aggressive industry, it is essential for local and worldwide hotels are aware of excellent values and tools for enhancing service quality
The competition in the global industry among hotels is very powerful. Any hotel cannot survive in this aggressive environment until it satisfies its clients with high top quality service. The quality of service is in tune with client expectations and any hotel can win by fulfilling those needs of clients. When new and enhanced quality services…
Gilmore, A. (2013). Services, marketing, and management. London [u.a.: Sage.
Khosrowpour, M. (2010). Challenges of information technology management in the 21st century: 2010 Information Resources Management Association International Conference, Anchorage, Alaska, USA, May 21-24, 2010. Hershey, Pa. [u.a.: Idea Group Publishing
Milakovich, M. (2010). Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition. New York: CRC Press.
Pizam, A. (2008). Handbook of hospitality marketing management. Oxford: Butterworth-Heinemann.
Philadelphia College of Osteopathic Medicine (PCOM) is one of the best medical training institutions that anyone can choose in the United States. The management of the institution endeavors to release highly qualified and holistic individuals into the market. The commitment to provide quality training can be seen the institution’s big investments on hiring qualified instructors and other medical training resources. Moreover, the institution's management does not focus only having students and instructors but also a quality curriculum. The institution, contrary to others, goes beyond advertising, photos, colors or its logo to see that students are made to believe in themselves and render the best medical services to the members of society. The students are treated well, and their needs attended on time to ensure that they get the most out of their training. The institution exposes students well to enable them to have relevant skills and knowledge to help society…
Ethics and Legal Environment
What action, if any, should ob take, and why?
Since the shareholders and the community have raised their dissatisfaction with Dusty based on his past criminal history, ob Browning should issue a comprehensive statement on what led to his appointment to the company. He should also convene an emergency meeting with the stakeholders and the community so that he can apologize to them and then table the facts and the record of Dusty's community initiatives and successes. This is because the reputation of the Firearms Company is at stake and thus an instant invention is necessary. After explaining to the stakeholders and the community about Dusty's record in community service, ob should give chance Dusty to defend himself against the allegations; after all, everybody has some unfavorable past in their life (Lawton, & Paez, 2014). This will pave the way for Dusty's exoneration from his youthful…
Badaracco, J. L., Jr. (2002). Defining Moments: A Framework for Moral Decisions. Harvard Business School Faculty Seminar Series
Lawton, A. & Paez, I. (2014). Developing a Framework for Ethical Leadership. Journal of Business Ethics, Vol. 130(3): 639-649
The balancing of costs and customer loyalty are being mediated by the service supply chain considerations as well in each of these companies. As the major limitation is intelligence of how self-efficacy changes over time as customers are routed to new avenues of participation, much work needs to be done in this area as it is critical for the growth of these strategies across all lines of services offered. The critical link of customer identification with the services needs to stay intact despite the challenge of keeping these roles in sync with supply chain visibility and planning.
Anderson, G., Morrice, D., Lundeen, G. (2005). The "physics" of capacity and backlog management in service and custom manufacturing supply chains. System Dynamics Review, 21(3), 217-247. Retrieved April 1, 2008, from AI/INFORM Global database. (Document ID: 970922231).
Hartline, M.D, Ferrell, OC. (1996). The management of customer-contact service employees: An empirical investigation. Journal…
Anderson, G., Morrice, D., Lundeen, G. (2005). The "physics" of capacity and backlog management in service and custom manufacturing supply chains. System Dynamics Review, 21(3), 217-247. Retrieved April 1, 2008, from ABI/INFORM Global database. (Document ID: 970922231).
Hartline, M.D, Ferrell, OC. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52-70. Retrieved April 1, 2008, from ABI/INFORM Global database. (Document ID: 10281333).
Hsieh, a & Yen, C.H., Chin, K (2004). Participative customers as partial employees and service provider workload. International Journal of Service Industry Management, 15(2), 187-199. Retrieved April 1, 2008, from ABI/INFORM Global database. (Document ID: 650144811).
Jack, E., Bedics, T., McCar, C.. (2006). Operational challenges in the call center industry: a case study and resource-based framework. Managing Service Quality, 16(5), 477-500. Retrieved April 2, 2008, from ABI/INFORM Global database. (Document ID: 1143410581).
Role of Nursing Staff in Eliminating Medical Errors
The article focuses on the role that nurses play in eliminating errors in various medical situations. The research focused on the relationship between the number of nurses and the prevalence of medical errors. The study unveiled many reasons why medical errors occur. Some medical errors are caused by interruption of the nurses while working or understaffing in various healthcare facilities. The study reveals that the nurses play an important role in reducing the medical errors because they are responsible for administering the medication and monitoring the progress of the patients. Major medical errors are common when few nurses are made to handle many patients. The study shows that when the workload is high, the nurses tend to take short cuts to ensure they deliver the service. As a result, medical errors result from omission of some steps, missing the proper order of…
Services Marketing Strategy eport
The airline business is among the most competitive sectors in the economy. The business requires the investors to invest huge amounts of capital to sustain the operations of the business. The difference in the capital available has resulted into emergence of superior airline companies that have dominated the global market. The airline companies are mainly a service delivery oriented offering transport for passengers and language.
The airline company under evaluation is Singapore Airlines. The company was incorporated in 1947 originally as Malayan Airways Limited. With the help from British Commonwealth airlines, the company increased its fleet size to become among the major players in the airline industry. The company has a strong presence in Asia, which is the major market. The company operates trans-Pacific flights, which increase revenue. The company also diversifies its operations to provide services like as aircraft managing and engineering services (Lee &…
Beiske, B. (2007). Loyalty management in the airline industry. Mu-nchen: GRIN Verlag GmbH.
Capon, N., & Hulbert, J.M. (2007). Managing marketing in the 21st century: Developing and implementing the market strategy. Bronxville, N.Y: Wessex Inc.
Chary, S.N. (2009). Production and operations management. New Delhi: Tata McGraw-Hill.
De, L.C. (2003). The Rough guide to Malaysia, Singapore and Brunei. New York: Rough Guides.
Service Quality of Singapore Airline
The focus of this work in writing is the examination of the SERVQUAL model as it applies to a case study of Singapore Airlines in regards to service quality and the application of a conceptual model of service quality. This study will additionally explain the gap in service quality between firm and customer.
The work of Prayag and Dookhony-Ramphul (2010) report that the SERVQUAL model "is still the most widely used scale for measuring service quality. The SERVQUAL scale has been applied to airlines, hotels, financial services, health care, and the public sector." (p.3) uttle (1995) reports that SERVQUAL makes provision of a technology "for measuring and managing service quality (SQ). Since 1985, when the technology was first published, its innovators Parasuraman, Zeithaml and erry, have further developed, promulgated and promoted the technology through a series of publications." (p.8) It is reported that the AI/Inform…
Buttle, F. (1995) SERVQUAL: Review, Critique, Research Agenda. European Journal of Marketing 30,1. Oct 1994.
Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1985), "A conceptual model of service quality and its implication," Journal of Marketing, Vol. 49, Fall, pp. 41-50.
Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1986), "SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality," Report No. 86-108, Marketing Science Institute, Cambridge, MA.
Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1988), "SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality," Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
service encounters from your own perspective as a customer and as a services marketing manager. Part one will consist of examination of an organization that provided the worst service of any organization ever encountered by recognizing the concepts of service marketing from the appropriate chapters of the prescribed text, and Part two will be comprised of an account of an organization doing an excellent overall job by applying services marketing concepts recognized.
ad Service Organization
AT&T undoubtedly has provided the worst service ever encountered by the writer of this work. The company advertised a bundled package that included a home phone and broadband internet service along with mobile phone service. The company failed to inform the customer that the area in which they resided did not have roadband service and sold the customer the bundled package at a set price. When the customer received the mobile telephone, the customer soon…
Frei, FX (2008) The Four Things a Service Business Must Get Right. Harvard Business Review. Retrieved from: http://www.wealthcounselforums.com/uploaded_files/speaker_bio/43/FourThingsServiceOrganizations.pdf
Mishra, S. (2010) Internal Marketing -- A Tool To Harness Employees' Power in Service Organizations in India. International Journal of Business and Management. Vol.5. No. 1 January 2010.
Morrow, P. (2011) Eight Keys to Creating a Customer Service Culture. Inc. Retrieved from: http://www.inc.com/articles/2000/08/20028.html
PART 1 Foundations for Services Marketing (nd) Retrieved from: http://www.mcgraw-hill.co.uk/he/chapters/9780077107956.pdf
The focus must also be on how to create the place or location so it is eclectic enough to meet the diverse expectations of the customer base.
When the Gap Model of Service Quality is applied to Place there are many areas of marketing strategy that need to be taken into account. First, there is the need to ensure the Place or location does not cause the need for service recovery completely on its own. This can happen if the variation in quality of locations varies so significantly that customers perceive big differences in expeie3nces between floors of the club Pacha for example. As the website and club have shown through marketing, each floor is unique yet of consistent high quality in terms of sound systems and seating, lighting and dance floors. All of these factors or place service to differentiate the club overall but also create the potential of…
Berger, C. et al. (1993) Kano's Methods for Understanding Customer-defined Quality, in Center for Quality of Management Journal, Vol. 2, 1993, Nr. 4, pg. 3-36
Booms, B.H. And Bitner M.J. (1981) 'Marketing Strategies and Organization Structures for service firms' inD onnelly, J .H.and George, W.R. (eds) (1981) Marketing of Services, Chicago: American Marketing Association, pp. 47 -- 52.
Carlos JF Candido, & DS Morris. (2000). Charting service quality gaps. Total Quality Management, 11(4-6), S463-S472.
Crosby, L.. (2010). The experienced relationship. Marketing Management, 19(2), 10.
Another collaborator with SFPC is the Switchboard of Miami Mission. Switchboard helps connect families and people in need with existing community resources; Switchboard also offers services where there were none in existence. For example during the aftermath of Hurricane Andrew -- a category 5 hurricane that took the lives of 65 people -- Switchboard received more than 1,500 calls per day. People wanted to know where they could get help, water, medical aid and more. Post-disaster systems of communication were set up by Switchboard that linked with over 40 other local nonprofits and with the Miami-Dade County Office of Emergency Management (www.switchboardmiami.org).
Also in collaboration with SFPC is the Alcoholics Anonymous organization, the Narcotics Anonymous organization, and About Sober, which specialized in drug rehabilitation programs. All the drug rehab programs and alcohol treatment centers in South Florida are linked in collaboration with www.sober.com. The About Sober group provides a…
About Sober. (2010). Get Connected. Stay Connected. Retrieved February 9, 2010, from http://www.sober.com .
Dow, John W. (2010). From the Desk of the Executive Director. Retrieved February 8,
2010, from http://www.srpc.us/index.htm.
Florida Alcohol & Drug Abuse Association. (2010). About Us -- Mission Statement.
Service Theory design is not a basic foothold that can be explained in only a few sentences. There is a lot of thought, experimentation, research, and trial and error that goes into the creation of a sound theory. First, it is important to acknowledge all of the things that can play a role in the design of a theory itself. esearchers have reported that community and culture significantly influence value orientation (Goel, 2010), perceived needs, and motivation as well as provide the ground for creating shared understanding. All disciplines have their own cultures, and all cultures evolve through cross-cultural exchanges. It all starts with a series of questions and ideas that the researcher would like to find out background information on, and possible determine information that may not have been evident upon first glance.
The questions that would need further clarity are: (1) what model best fits the current prospective…
Freeman, J.B., & Ambady, N. (2011). A dynamic interactive theory of person construal. Psychological Review, 118(2), 247-279. doi:10.1037/a0022327
Goel, S. (2010, April 1). Design of Interventions for Instructional Reform in Software Development Education for Competency Enhancement. Online Submission, Retrieved from EBSCOhost..
Rodrigues, R., de Lima Bicho, A., Paravisi, M., Jung, C., Magalhaes, L., & Musse, S. (2010). AN INTERACTIVE MODEL FOR STEERING BEHAVIORS OF GROUPS OF CHARACTERS. Applied Artificial Intelligence, 24(6), 594-616. doi:10.1080/08839514.2010.492167
Tracey, M. (2009). Design and development research: a model validation case. Educational Technology Research & Development, 57(4), 553-571. doi:10.1007/s11423-007-9075-0
Banks have thus the role of distributing these products to their customers. Added to that in the international arena banks are dealing more with derivatives and foreign exchange, making the role of the bank far more important in the overall well being of the economy. Banks are diversifying and redefining themselves as trading, banking and service institutions. The banks are multifunctional and are known by various terms like the 'clearing bank' in UK, 'Commercial banks' and 'Investment banks' or 'Merchant banks'. Banks are thus redefining themselves to suit the wider rage of operation sand services offered. (Cranston, 1997, p. 3)
2. Globalization of banking sector
Globalization is a phenomenon that has invaded all industries and human life. The changes that have come about after the break down of the cold war and the new social interaction between nations have affected the financial sector as well. Globalization has removed restrictions for…
Ashdown, Neil H. (2002) the Impact of Banking Policy on Trade and Global Stability.
Quorum Books. Westport, CT.
Chambliss, William J; Block, Alan a; Weaver, Constance a. (2004) All Is Clouded by Desire: Global Banking, Money Laundering, and International Organized Crime. Praeger. Westport, CT.
Cranston, Ross. (1997) Principles of Banking Law. Clarendon Press. Oxford.
While this paper focuses on process-centric improvements to McCarran, the research completed for this paper highlights the critical need for an all-encompassing IT architecture that allows for data to support both processes as thoroughly as possible.
Figure 3: Combining the Check-in and retailing processes for greater efficiency
Luggage and Baggage Process Improvements
Another major area of process improvement McCarran needed to focus on was luggage and baggage handling. The airport had been losing between 10% to 30% of all bags, leading to high levels of customer dissatisfaction and many manual processes attempting to compensate for the confusion around this broken process. Relying on Radio Frequency Identification Devices (RFID) McCarran piloted several programs for baggage tagging, management and retrieval using the RFID standard. In the retail industry, Wal-Mart has been a pioneer in establishing higher levels of performance in logistics and supply chain performance using RFID, and McCarran's many efforts have…
Joustra & Dijik (2001) - Paul E. Joustra and Nico M. Van Dijk. SIMULATION OF CHECK-IN AT AIRPORTS. Presented Proceedings of the 2001 Winter Simulation Conference B.A. Peters, J.S. Smith, D.J. Medeiros, and M.W. Rohrer, eds. http://delivery.acm.org.l/10.1145/570000/564271/p1023joustra.pdf?key1=564271&key2=2390578611&coll=portal&dl=ACM&CFID=11352431&CFTOKEN=77150947
Liu and Wang (2006) - Integrated RFID Data Modeling: An Approach for Querying Physical Objects in Pervasive Computing IBM Silicon Valley Lab and Siemens Corporate Research Princeton, NJ, USA CIKM'06, November 5-11, 2006, Arlington, Virginia, USA.
Study in Contrasts (2006) - A Study in Contrasts: The Evolving SOA Strategies of IBM And Microsoft Thursday, October 05, 2006: Dennis Gaughan. AMR Research. Article.
In other words, the facilities that are available will be laid out in the best possible pattern and fashion so as to maximize efficiency and convenience for people who use the services (Handler & Mirchandani, 1979). There is obviously no way to put all of the facilities into the same space, and some of them take up more land than others, but there is no reason that urban planning officials, city leaders, and companies that want to build in a particular area cannot work together to meet everyone's needs. Often they want to accomplish this, but they simply are not sure what the best way to go about it would be.
Consider, as an example, a network model of an urbanized area, shown on the following pages and reproduced from Larson & Odoni, 1997-1999 http://web.mit.edu/urban_or_book/www/book/chapter6/6.5.2.html.
All of the nodes (a through H) indicate points at which service demands are being…
Beltrami, E., & Bodin, L., (1974). Networks and Vehicle Routing for Municipal Waste Collection, Networks, 4 (1), 65-94 (1974).
Chan, D.W.M. And Kumaraswamy, M.M. (1996). An Evaluation of Construction Time Performance in the Building Industry. Building and Environment, 31(6), 569-578.
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Frank, H. & Frishch, I.T., (1971). Communication, Transmission, and Transportation Networks, Addison-Wesley, Reading, Mass.
(Allan and afoon, 2008, p.1) Limitations of the program were acknowledged after a study reported findings which state: "...there an awareness of hidden areas of trauma that exist in this population, such as, for instance, an awareness that most humanitarian entrant women (between 80% and 100%) have been the victims of rape and the shame associated with this mitigates against disclosure and dealing with the effects of it." (Allan and afoon, 2008, p.1)
Allan, David and afoon, Patrick (2008) Strength to Strength (STS) - a family relationships program for humanitarian entrant families living in Western metropolitan Sydney 24 June 2008. Relationships Australia NSW - Humanitarian Entrants Program. Australian Government - Australian Institute of Family Studies. Online available at http://www.aifs.gov.au/afrc/practice/strength.html
Australian Government Department of Family and Community Services (nd) What we know about achievements of the Early Intervention Parenting Program and Good eginnings Prototypes. Online available at http://www.dest.gov.au/NR/rdonlyres/E8EF9E6-975-438-2EA-7967032ADE85/21961/eipp_factsheet.rtf
Allan, David and Bafoon, Patrick (2008) Strength to Strength (STS) - a family relationships program for humanitarian entrant families living in Western metropolitan Sydney 24 June 2008. Relationships Australia NSW - Humanitarian Entrants Program. Australian Government - Australian Institute of Family Studies. Online available at http://www.aifs.gov.au/afrc/practice/strength.html
Australian Government Department of Family and Community Services (nd) What we know about achievements of the Early Intervention Parenting Program and Good Beginnings Prototypes. Online available at http://www.dest.gov.au/NR/rdonlyres/E8EFB9E6-9B75-438B-B2EA-7967032ADE85/21961/eipp_factsheet.rtf
Gallegos, Danielle, et al. (2007) Service Provision in the Upper Northern Suburbs for Culturally and Linguistically Diverse Communities: A Scoping Study. March 2007. On behalf of the CaLD Interagency Reference Group for the Northern Metropolitan Corridor. Online available at http://www.cscr.murdoch.edu.au/CaLDNorthScopingReport.pdf
Spinks, Harriet (2008) Adult Migrant English Program Budget 2009-09 Social Issues. Parliament of Australia. Parliamentary Library. Online available at http://www.aph.gov.au/library/pubs/RP/BudgetReview/Social_Issues.htm
Time Warner approaches the issue of returns and service adjustment through a series of escalation paths and programs. These are the first step in averting any potential need for service recovery. When the service disruption is their fault or the fault of weather-related causes the company, Time Warner is quick to provide a refund or at least a credit for lost service. This is consistent with the concept of reciprocation and respect for customers as well (Thanh, 2007).
Time Warner is less apt however to provide a refund or credit if there is a conflict with a customer over the quality or latency of a signal over time. This is unquantifiable from a Time Warner standpoint, but very real to a customer. The divergence between what quality level Time Warner thinks it is delivering and it actually is from a customers' perception causes the majority of churn in their customer…
Pazzanese, Christina. 2007. To get a train-delay refund, you must click the link. Christina Pazzanese. Boston Globe. Boston, Mass.: Oct 21, 2007.
Seiders, Kathleen, & Berry, Leonard L. 1998. Service fairness: What it is and why it matters The Academy of Management Executive. Briarcliff Manor: May 1998. Vol. 12, Iss. 2; pg. 8
Birud Sindhav, Jonna Holland, Amy Risch Rodie, Phani Tej Adidam, Louis G. Pol. 2006. The Impact of Perceived Fairness on Satisfaction: Are Airport Security Measures Fair? Does it Matter? Journal of Marketing Theory and Practice. Vol. 14, Iss. 4; pg. 323.
Dang, Dan Thanh, 2007. Tenacity more help than warranty. The Baltimore Sun Tribune Business News. Washington DC.
Web Services in the context of an SOA framework are designed to be the catalyst of greater order accuracy and speed, further increasing performance of the entire company in the process. The collection of Web Services is meant to not replace the traditional and highly engrained EP systems in a company; rather Web Services are meant to extend and enhance their performance and making them more agile over time (Alonso, Kuno, Casati, Machiraju, 2004). Theorists have suggested that the SOA framework is only as successful as the approaches taken to creating a unified Web Services strategy that creates a single system of record of customer data the entire company standardizes on (Kobielus, 2007). This concept of the system of record is defined as Master Data Management (MDM) and is the basis of analytics and Business Intelligence (BI), which are fueling more focus on measuring the value of SOA frameworks from…
Alonso, Kuno, Casati, and Machiraju, 2004, Web Services: Concepts, Architectures and Applications. Springer-Verlag Publishing. 1 January 2004. London. ISBN 3540440089
Bohm, K., S. Etalle, J. den Hartog, C. Hutter, S. Trabelsi, D. Trivellato, and N. Zannone. 2010. A Flexible Architecture for Privacy-Aware Trust Management. Journal of Theoretical and Applied Electronic Commerce Research 5, no. 2, (August 1): 77-96.
Cobarzan, a.. 2010. Consuming Web Services on Mobile Platforms. Informatica Economica 14, no. 3, (July 1): 98-105.
Drissen-Silva, M., and R. Rabelo. 2009. A collaborative decision support framework for managing the evolution of virtual enterprises. International Journal of Production Research 47, no. 17, (September 1): 4833.
• Identifies at least 3 users of H services within an organization
The major consultants of H Services are the employers and within the company the management requires the services of the H not only for selection of the right employees but also to increase productivity and efficiency Inn view of the modern researches that have been conducted in the field it is found that occupation choice and performance are influenced by the personality factors and these in turn influence person-job fit. esearches showed that H managers have differences from the other type of managers and even from non-managerial H specialists. (Lounsbury; Steel; Gibson; Drost, 2008, p. 357)
The second category would be the worker or the employee who wish to either better hi career or arbitrate the working conditions. The human resource department also functions as the arbitrator where two of these parties are in dispute and…
Blau, Francine D. 2006. The Declining Significance of Gender, Russell Sage Foundation. pp 133-134.
DeSanctis, Gerardine. 1986. Human Resource Information Systems: A Current Assessment
MIS Quarterly, vol. 10, no. 1, pp: 15-27.
Lounsbury, John W; Steel, Robert P; Gibson, Lucy W; Drost, Adam W. 2008. Personality traits and career satisfaction of human resource professionals. Human Resource Development International, vol. 11, no. 4, pp: 351-366.
Services, Infrastructure and the Cloud
IS management review is an essential aspect in realizing the goals and targets of an organization through achievement of quality interaction and communication with relevant stakeholders and consumers. This is a similar case with reference to Hot-Shots Company. HOT-SHOTS Company in Australia, founded in 1995, seeks to meet the growing demand for children's licensed confectionery and biscuit products. The company is an accredited supplier of licensed merchandise and food products. The organization focuses on the provision of various products in the form of Fruit Tails, Cookies, and ice Snacks, tin lunchboxes, and Halloween products. The organization obtains license in promoting diverse brands such as Scooby Doo, My Biggs, Hello Kitty, The Simpsons, and M&M's. Under the influence globalization, Hot-Shots Company operates in areas such as United States, South Africa, United Kingdom, Hong Kong, New Zealand, and Australia (Pinard, 2013, p. 94).
Environment and Context
Bouchikhi, H., & Kimberly, J.R. 2008, "The soul of the corporation: how to manage the identity of your company." Upper Saddle River, N.J., Wharton School Pub.
Mahoney, J. 1992, "Business ethics in a new Europe." Dordrecht u.a, Kluwer.
West, C. 1992, "Cloud company." Oxford University Press.
Pinard, K.T. 2013, "Computer concepts: illustrated essentials." [S.l.], Cengage Learning.
self-service technology (SST) and its effect on customer service. The essay reviews six articles, the results of their SST research, and talks about what the findings mean for companies and their relationships with consumers.
Self-service technology, which allows consumers to produce services for themselves without help from a company's employees, is becoming more and more important to companies. Beatson, Lee & Coote (2007) studied how consumers feel about SST. Their research tried to explain how SST affects consumer satisfaction and consumer commitment.
One of the challenges for companies considering SST is to understand its affect on customer retention. Companies cannot survive without repeat business, so they need to be sure that SST does not affect the loyalty of their customers. They need to be sure that the advantages of SST outweigh the disadvantages (Beatson et al., 2007).
The possible advantages of using SST include faster service, reduced labor costs, increased…
Dabholkar, P.A., & Bagozzi, R.P. (2002). An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science, (30)3, 184-201.
Dabholkar, P.A., Bobbitt, L.M., & Lee, E.J. (2003). Understanding consumer motivation and behavior related to self-scanning in retailing. International Journal of Service Industry Management, (14)1, 59-95.
Meuter, M.L., Bitner, M.J., Ostrom, A.L., & Brown, S.W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61-83.
Healthcare Delivery System Challenges
The American healthcare system has been criticized as favoring the middle and upper classes while ignoring the lower classes. Based on these speculations, the federal government has constantly tried to institute reforms in the healthcare sector though some of the proposals have failed to overhaul the industry. With rising insurance costs, the number of citizens barred from accessing quality healthcare has increased to more than 45 million uninsured Americans. On the same note, it is hypothesized that with time, the problems currently witnessed in the industry are likely to increase and finding solutions to them will be a tall order for the government (Stolberg & Pear, 2010). Despite the advent of new technology in the sector, which is likely to improve service delivery over the years, it is speculated that the cost of new tests and treatments will outweigh the savings. With the better technology, physicians…
Stolberg, S.G. & Pear, R. (March 24, 2010). Obama signs health care overhaul bill, with a flourish. The New York Times: p. A19. Retrieved March 1, 2013.
Woolhandler, S. & Himmelstein, D.U. (1997). Costs of care and administration at for-profit and other hospitals in the United States. The New England Journal of Medicine 336 (11): 769-774.
Swanson, E. (July 30, 2009). Health Care Plan: Favor / Oppose. Huffington Post.
Blumberg, L.J. & Holahan, J. (2009). The Individual Mandate: an Affordable and Fair Approach
Any department adopting the civil service procedure to hire is expected to use a hiring ratio, which in most cases is based on criteria that are non-objective. In conjunction with the civil service process, a federal process known as the affirmative action is used, and its main aim is to ensure there are no gender discriminations or biases in relation of ethnic background. it, therefore, helps in transparency during the selection of law enforcement officers. The police agencies should be ready to abide to these criteria for them to acquire the best workforce (Bagley, 2007).
The issues of promotions in the police workforce are also determined by the civil service agency, and the police departments hardly have any mandate to promote their employees. After a certain study, there was a revelation that over 80% of the police bodies and departments in most of the cities, including Iowa, were under the…
Kotchegura, a. (2008) Civil Service Reform in Post-Communist Countries: Netherlands, Amsterdam University Press.
Bagley, P.D. (2007) the Everything Guide to Careers in Law Enforcement: A Complete Handbook: New York, Everything Books.
Cordner, G.W. & Scarborough, K.E. (2010) Police Administration: New York, Elsevier.
Richard, M.A., Emener, W.G. & Hutchison, W.S. Jr. (2009) Employee Assistance Programs: Wellness/Enhancement Programming: New York, Charles C. Thomas Publishers.
In essence, the program will help meet the physical, emotional, psychological, and spiritual needs of crime victims in the remote areas in South Carolina.
Generally, the program is expected to have several impacts such as helping rural crime victims through increasing the services provided to them by Victim Service Programs. Secondly, the programs will help in increasing the number of rural crime victims who can access victim assistance programs. Third, the program will enhance the quality of victim services in the rural settings by developing effective strategies to meet the divergent and unique needs of rural crime victims.
As previously mentioned, Victim Service Enhancement Program for ural Crime Victims is a project that is mainly geared towards improving the quality and accessibility of services for rural crime victims. Since the project seeks to lessen the ineffectiveness of current victim service programs while increasing their availability, it will collaborate…
"Chapter 21 - Rural Victims of Crime." (n.d.). Academic Departments. Retrieved from the
Medical University of South Carolina website: http://academicdepartments.musc.edu/scvaa/Academy%20Topics/textandppt_06/academy%20text%20pdf/CH%2021.07%20RuralVictims.pdf
Hook, M., Murray, M. & Seymour, a. (2005, August). Meeting the Needs of Underserved
Victims Video Discussion Guide. Retrieved from U.S. Department of Justice -- Office of Justice Programs website: http://www.ojp.usdoj.gov/ovc/pdftxt/underserved_victims_vdguide.pdf
Lean Principles to Service Processes:
Lean principles have been in existence for hundred years though global interest was fueled by the success of Toyota Company that developed Toyota Production System. The focus of operations based on lean principles is removing waste and lessening lead times that exist between customer demand and fulfillment. These principles are necessary in improving the speed, accuracy, and quality of customer service through continuous identification and elimination of activities, resources, and purchases that are not necessary to service delivery ("Achieving a Lean Service," 2010). While lean principles are applicable to service processes and generate positive results, their adoption in the service sector is relatively low. Actually, lean service shows that the practical imagination used so efficiently in manufacturing can be applicable to service industries with similar positive outcomes (Bowen & Youngdahl, 1998).
As lean principles have been effectively used in manufacturing firms for decades, these principles…
Bowen, D.E. & Youngdahl, W.E. (1998), "Lean" Service: In Defense of a Production-line
Approach, International Journal of Service Industry Management, vol. 9, no. 3, pp. 207-225.
Buggy, J.M. & Nelson, J (2005), Applying Lean Production in Healthcare Facilities,
InformeDesign, viewed 20 July 2012,
In the current era of managed care in medicine, physicians and other healthcare providers and institutions have been under tremendous pressure to reduce costs. In that regard, avoiding unnecessary hospitalization is one of the most important goals of lowering the costs of healthcare delivery (Stanhope & Lancaster, 2004). Toward that end, diverse strategies have evolved to provide as many healthcare services as possible on an ambulatory basis.
Hospitals and insurance companies now encourage patients to participate in preventative medicine and routine testing intended to lower the costs associated with hospitalization over the long-term. The strategy is simply to reduce the incidence of serious illnesses, particularly those that typically develop over many years and which are capable of prevention through behavior modification and early detection through diagnostic testing (Stanhope & Lancaster, 2004).
Because state and federal governments must absorb much of the costs of uncompensated medical services, the many administrative agencies…
References Stanhope, M., Lancaster, J. (2004) Community and Public Health Nursing (6th ed.) St. Louis: Mosby.
Privatization of Governmental Services
Privatization of government services
There has been a growing trend towards the privatization of governmental services in the world today. Privatization of government services refers to the handing over of public functions to companies that are privately owned. This paper will examine some of the benefits and detriments of privatization. I will give my position on the topic and give reasons why I take this position.
Benefits of privatization
The privatization of government services is beneficial in various ways. The government is not capable of providing all services to all its citizens. This is because the government might lack some expertise that is necessary to perform different functions. Most of the private companies have all the relevant expertise required to effectively provide various services to the public. This means privatization of government services will provide an opportunity to private companies to use their resources and tools…
Nichols, R. (2010). The Pros and Cons of Privatizing Government Functions. Retrieved September, 25 2014 from http://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=4&cad=rja&uact=8&ved=0CDsQFjAD&url=http%3A%2F%2Flocalgovinstitute.org%2Fsites%2Fdefault%2Ffiles%2FThe%2520Pros%2520and%2520Cons%2520of%2520Privatizing%2520Government%2520Functions.pdf&ei=7OIjVJumLKmaygPu3IHADA&usg=AFQjCNEBDTshrG_MEXhjuSCHLiiwi1Oc8A&sig2=hjHGdDUwune24w4QEeRuYg
Sociology - Human Services
Domestic violence and abuse can occur to anyone, in spite of mass, gender, or might, yet the crisis is frequently ignored, exempted, or denied. This is particularly accurate when the abuse is psychological, rather than physical. Emotional abuse is frequently diminished, yet it can leave profound and enduring scars. Becoming aware of and admitting to the warning signs and symptoms of domestic violence and abuse is the first step to stopping it. No person should live in dread of the person they love (Domestic Violence and Abuse, 2011).
Education is the key to stopping the cycle of domestic violence. Both the victim and the abuser need to be educated as to what domestic violence is and how it can be stopped. In order for people who suffer from domestic violence to get help they need to first recognize that the behavior that they are enduring…
Client Advocacy. (2010). Retrieved from http://www.stoptheviolence.org/services/client-advocacy
Domestic Violence and Abuse. (2011). Retrieved from http://www.helpguide.org/mental/domestic_violence_abuse_types_signs_causes_effects .
The National Organization for Human Services. (2009). Retrieved from http://www.nationalhumanservices.org/
This irritated the client, but the situation was the worst when he took the family on an international trip and found that their seats has been reassigned to the non-Premier areas of the aircraft with less legroom. This also happened on subsequent flights, and the client felt that he was treated like baggage. (Sturm, 2004) It has already been seen that this airline is concerned about their customers, yet the airline succeeded in irritating a customer with what the customer feels is "lack of gratitude." One is sure that what the airline staff did was according to the laws, but the client was unhappy. This is generally the result of not being able to communicate in a manner that makes clients happy. Thus methods of implementation are probably as important as the policies themselves.
Let us now look at another airline from the list. Delta Air Lines chief customer service…
American Airlines adds extra feature and more self-service machines" (16 September, 2005)
Airline Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2005_Sept_16/ai_n15397415Accessed 7 October, 2005
Delta Air Lines aims to climb customer satisfaction table" (6 October, 2004) Airline
Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2004_Oct_6/ai_n6228361 . Accessed 7 October, 2005
Social, Cultural, And Political Influence in Healthcare Delivery
Social, cultural, and political inequalities are detrimental to the health and healthcare system of the U.S. This is because the U.S. is one of the most multicultural, overpopulated, diverse and undergoing rapid economic growth. The federal government has embarked on efforts geared at addressing unsustainable costs of health care in the U.S. With the leadership of the current president, Barrack Obama, initiatives of containing health care costs will evaluate and explore strategies to contain the growing costs of health care based on a system-wide while enhancing the value and quality of health care (Ubokudom, 2012). The apparent system of health care is rife with opportunities of minimizing waste, delivering coordinated, effective care, and improving well-being and health of all Americans. The government in collaboration with care providers must prioritize cost effective containment strategies with the greatest possibility for political success and non-partisan…
Albrecht, G.L., Fitzpatrick, R., & Scrimshaw, S. (2013). Handbook of social studies in health and medicine. London: Sage Publications.
Armstrong, E.G. (2011). The health care dilemma: A comparison of health care systems in three European countries and the U.S. Singapore: World Scientific.
Bale, J.R., Stoll, B.J., & Lucas, A.O. (2013). Improving birth outcomes: Meeting the challenge in the developing world. Washington, DC: National academies press.
Buseh, A.G. (2008). Empowering resilience: Improving health care delivery in war-impacted African countries: a case study of Liberia. Lanham, Md: University Press of America.
Mental health services for adults and children in Florida are commonly provided by community health facilities and agencies. The use of community health agencies and facilities is providing these services are fueled by the need for an intensive care level to address the increase and impact of mental disorders. Florida State has embraced a framework of directive principles of care as the foundation for providing mental health services to adults and children. However, this framework has been insufficient to effectively deal with mental disorders for children in Jacksonville, Florida. Based on recent statistics, over 20% of children and young people experience the signs and symptoms of these illnesses during the course of a year (Goldhagen, 2006). A comprehensive, integrated community mental health service program is a suitable community-based approach this problem in Jacksonville, Florida.
Description of the Population
Mental disorders have developed to become a major health problem…
Buchanan, D. (2007). Integrating Behavioral Health into Primary Care. Retrieved from University of Nebraska -- Medical Center website: http://webmedia.unmc.edu/Community/CityMatch/EMCH/062807/DCBHS%202007.ppt
Cohen et. al. (2011). Three Models of Community Mental Health Services in Low-income
Countries. International Journal of Mental Health Systems, 5(3), 1-10. Retrieved from http://www.ijmhs.com/content/pdf/1752-4458-5-3.pdf
Flannery, F., Adams, D. & O'Connor, N. (2011, February). A Community Mental Health Service
This is because the public image that is created can be very good for creating a good reputation and company image. This is mainly fueled by positive consumerism.CS should therefore be integrated into corporate strategy.
Almost all parts of the industries that deal with packaging, not excluding food packaging, are facing several environmental problems. For instance, the shops that are dealing with fast-food are receiving a lot of pressure to minimize the quantity of the solid wastes that they are generating (Testin and Vergano, 1991). As a result, the company will result into numerous environmental problems. Packaging is indeed an essential part of modern life style. The loss from packaging is more rampant in the firms that process food and those in the system of distribution. In the countries that are still developing, packaging is a rare thing and sometimes, it does not exist. In such…
Demetrakakes, P. (2004, Oct). Nestle's packaging wraps up the world: a truly international food company combines local and global strategies in packaging its huge array of products
Domberger, S. And Fernandez, P. (1999), Public-Private Partnerships for Service Delivery.
Business Strategy Review, 10: 29 -- 39
Kakabadse, a.P. And Kakabadse, N. (2000a) Sourcing: new face to economies of scale and the emergence of new organizational forms. Knowledge and Process Management 7(2), 107 -- 118.
South Australia Ambulance Service
Organizational Behaviour Case Analysis
ay Main should develop a system which empowers the culture of organization along with the shift towards automation and excellent customer service.
Has to do what
The leadership of South Australia Ambulance Service is required to do the following:
To set a strategic direction for SAAS this would be compatible to the new strategic plan.
Meet the service expectations of the clients by focusing more on efficient customer services.
Empower the service delivery personnel fully and hold them accountable for every action.
The expectations of donators and community should be aligned.
Make SAAS compatible to respond to mass casualties.
Workforce retention should be increased.
Emergency sector and healthcare should be integrated to respond efficiently to any casualty.
Interventions should be prioritized.
The impact of any change should be evaluated on the patient as patients' life is more important. (Daniels 2009)
Steven McShane, Sandra Steen, (2008). Canadian Organizational Behaviour, Seventh Edition. McGraw-Hill Ryerson Higher Education; Canadian edition
Abernathy, W.B. (2006). Designing and managing an organization-wide incentive pay system. Memphis, TN: Abernathy & Associates.
Abernathy, W.B. (2006). The sin of wages: Where the conventional pay system has led us and how to find a way out. Memphis, TN: PerfSys Press.
Alvero, A.M., Bucklin, B.R., and Austin, J. An objective review of the effectiveness and essential characteristics of performance feedback in organizational settings. Journal of Organizational Behavior Management vol. 21 (2001). pp. 3 -- 29
Leading hange for Patient and Service Improvement Module
about service quality: Service quality concept in the current literature
The developed countries have given a significant importance to the service sector of the country. With every passing day the segment of employment is growing and increasing very rapidly. This ultimately gives the members of the society a life with high quality and setting high standards for the members to a live a good life. Service sector contributes as a major portion of the country and without it other sectors cannot also develop. It also faces competition with global world as the world has become global all the way. The main point of this competition is to bring free circulation of the services and products. Getting confidence of the consumers is an essential part and while facing competition they need to provide the best services in order to sustain in the market.…
Consultant dieticians are employed under an agreement with health related establishments or work privately. They execute dietary checks on their patients and propose diet related solutions to issues like being overweight and fat cutback. Some give their time to welfare organizations, sports groups, superstores, and such food related dealings. They may confer with food managers, supplying the skill necessary to carry out hygienic conditions, safety protocols, diet programs, and financial issues.
In the next few pages we will discuss the drivers aforementioned in detail and how they help in attaining viability, acceptability, feasibility and desirability of the change in home healthcare services.
In order to estimate the home healthcare working excellence, diet facilities must be looked on a continuous basis (Babakus & Mangold, 1992; Devebakan, 2005; Lee et al., 2000), including semblance of hospital and hygiene (Lee & Yom, 2007). Most important thing for the home healthcare and dietary staff is that they must be serviceable and comfortable. The overall environment must be organized in a way that provides freedom from anxiety to the patient. There must be proper supply of devices and dietary supplements in hospitals as
Accessing Government Services in Africa: House hold services (piped water, electricity telephone), public education public health.
Hospitals with nurses; classes with teachers; functioning toilets and running taps: these things are all distant delusions for a huge population of individuals living in the developing nations across the world. These essential public services (water, good hygiene, health, and education) are the solutions to changing the lives of those individuals dwelling in poverty. The development of robust public services accessible for everyone is not a new thought: it is actually the basis upon which the current societies of the rich nations are constructed on. ecently, remarkable outcomes have been noted on the developing nations that follow suit. The development of robust public services is not a foreign thought; it has actually been proven to work. The goal of every nation should be to make poverty a thing of the past. Today, living without…
Afrobarometer. (2010). What Can the Afrobarometer Tell Us About Service Delivery in Africa? Afrobarometer.
Afrobarometer. (2014). Ghanaians' evaluations of public service delivery. Afrobarometer.
Banerjee, S., Diallo, A., Foster, V., & Wodon, Q. (2009). Trends in Household Coverage of Modern Infrastructure Services in Africa. Development Dialogue on Values and Ethics in the Human Development Network and of the Sustainable Development Department in the Africa Region Vice Presidency.
Emmett, B., Duncan Green, M.L., Aikman, e., Kamal-Yanni, m., & Smyth, I. (2006). In the Public Interest: Health, Education, and Water and Sanitation for All. Oxford: Oxfam International.
Your supervisor has asked you to review current research on public sector customer satisfaction. Explain what Fountain (2001) means when she discusses the paradoxes of public sector satisfaction. What, if anything, should your supervisor learn from Fountain's analysis?
Fountain (2001) shows my supervisor how to achieve a more genuine, more ethical and, hence, possibly more enduring level of customer satisfaction, at the paradoxical cost of losing the ACSI rate in popularity.
Qualities of service can often become confounded one with the other. Fountain (2001) gives three instance of this. In the first, the quality of the actual service may become obscured by the intangible treatment that the customer may receive from service transaction or encounter. In other words, qualities such as cordiality, genuineness, friendship, and the reverse may result in client rating quality of service according to the intangible treatment received.
Secondly, consumers receive the end product through service delivery…
Management of Goods and Services
Difference between the operations management chain for both goods and services
Difference between the management of goods and services
Difference between the production of goods and services
What gets companies business
Difference between the operations management chain for both goods and services
The basic difference between goods and services is that the former is tangible and hence can be stored whereas the latter is intangible and cannot be inventoried.
From the perspective of operations management, there are some basic differences between goods and services.
Forecasting of goods involves long-term horizons where manufacturers are able to use physical inventory as a buffer to tackle forecast errors. In the case of services, the forecast periods are shorter and are more variable and time- dependent. Hence, forecasting is generally done on a daily or hourly basis.
In terms of facility location, for goods, the manufacturing facilities can be…
Fundin, A., Witell, L. and Gebauer, H. (2012). Service transition: finding the right position on the goods-to-services continuum. International Journal of Modelling in Operations Management, 2(1), p.69.
Heizer, J. and Render, B. (2001). Operations management. Upper Saddle River, N.J.: Prentice Hall.
Kruger, D. and Ramphal, R. (2009). Operations management. Cape Town: Oxford University Press Southern Africa.
Luiz Correa, H., Ellram, L., Jose Scavarda, A. and Cooper, M. (2007). An operations management view of the services and goods offering mix. Int Jrnl of Op & Prod Mnagemnt, 27(5), pp.444-463.
Alliances and partnerships that enrich the customer service experience of any online self-service application are exceptionally effective across other industries as well.
The introduction and support of an online self-service application is a multifaceted and highly coordinated strategy that requires system and process integration to be successful. In addition the support for roles-based access and preferences definitions is also critically important as consumers are increasingly expecting this from their online applications and will often reject and not use those that assume a one-size-fits-all mentality in their design. Finally gaining user input and designing with consideration of their needs is crucial for change management to occur. As online self-service is part of a CM strategy in many organizations (egan & O'Connor, 2002) the marketing of the application in addition to its inherent value must both be actively communication clearly.
Sven C. Berger. (2009). Self-service technology for sales purposes in…
Sven C. Berger. (2009). Self-service technology for sales purposes in branch banking: The impact of personality and relationship on customer adoption. The International Journal of Bank Marketing, 27(7), 488-505.
Campbell, D., & Frei, F. (2010). Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel. Management Science, 56(1), 4-24.
Robert Kapanen. (2004). Customer relationship management and service delivery. International Journal of Services Technology and Management, 5(1), 42-55.
Chor-Beng Anthony Liew. (2008). Strategic integration of knowledge management and customer relationship management. Journal of Knowledge Management, 12(4), 131-146.
Estimated Age of Employee
equested Alternative Benefit epresentative -- Yes/No
equested Alternative Benefit epresentative -- Yes/No
Figure 1. Number of employees requesting alternative benefit representative.
The results of the experiment failed to demonstrate any significant or conclusive findings concerning the hypothesis that age would have an adverse effect on the perception of the credibility of the younger benefit representatives for a variety…
"Engage Employees as Consumers in Benefits Enrollment." (2007). Managing Benefits Plans,
Little, a.C. & Perrett, D.I. (2007). Using Composite Images to Assess Accuracy in Personality
Attribution to Faces. British Journal of Psychology, 98, 111-126.
Code, Semester, Class
For products and/or services to reach to potential or targeted customers, companies and businesses need to market them once they have been manufactured. The term 'Sales' is defined in a number of ways but it mainly refers to a social process through which people and groups obtain what they need and desire through creation and exchange of products and values with others (Gummeson, 2002). In other words, it is everything a company or business does to place their products and/or services in the hands of potential customers. For companies to effectively market their products or services they need to establish a successful mix of the right product which is sold at the right price in the right place using the most suitable promotion (Brassington & Pettit). 'Sales' is important in determining the appearance of a product or service as per the requirements of the market and the…
Bell, T., Adam, J., and Lowe, S. (1996). Technology 1996: Communications. IEEE Spectrum, 33(1). Pp. 30.
Brassington, T and Pettit F. (2003) Principles of 'Sales'. 3rd Edition, Pearson.
Donald H. (2003) World Class Sales and Operations Planning edition. 3rd Edition, London:McGraw-Hill.
Doyle, P. (1994) 'Sales' Management and Strategy, London: Prentice Hall.
Peace of Mind Mobile Service: Marketing Plan / Marketing Plan for Service Providing Organization Name
Describe the target market.
Identify the size of your potential target market
4 Is of Marketing
The cellphone service, Peace of Mind Mobile, is specifically designed for children. It includes features such as Internet safety measures and tracking capabilities, for parents to be worry-free when their kids use mobile phones.
Describe the target market.
The key target market for this service is parents, because of current emphasis placed by advertisers and sellers on customer brand loyalty. The advertising strategy of 'Peace of Mind Mobile' service inculcates in parents a feeling of security, appropriately influencing the niche market of the firm. Competent personnel skills and technology utilized by the firm also form a great means for targeting parents (Article Institutes, 2015).
Identify the size of your potential target market
Peace of Mind Mobile service has an…
Article Institutes. (2015). The Parent Trap: Marketing To Parents. Retrieved from https://www.artinstitutes.edu/blog/the-parent-trap-marketing-to-parents on 4th November, 2015
Rivers, C. (2010). Marketing Services - The Four I's of Service. Ezine articles. Retrieved from http://googleweblight.com/?lite_url=http://ezinearticles.com/?Marketing-Services - -- The-Four-Is-of-Service%26id%3D4494283&ei=aw4ud-kx&lc=en-IN&s=1&m=101&ts=1446684103&sig=APONPFkTFlh7NOgqbm8KHfkm3eEgpqk1jQ on 4th November, 2015.
This means that e-government is not a static enterprise but is rather part of a larger dynamic process that is constantly being reevaluated for legitimacy and relevance. In this regard, Jackson et al. insist that, "It is a process of reform with a goal in mind: a comprehensive e-government in which key state services are clarified, speeded up, made easier and basically run better is to suggest the correct delivery of essential services" (2003:233).
An important point made by Jackson and his colleagues is the fact that governments at all levels cannot implement an e-government initiative and then just abandon their traditional delivery of these same services. Rather, because it is a dynamic process that requires ongoing reevaluation for relevancy, governmental services must continue to be delivered in the conventional fashion until the demand for them ceases at which point the transition to e-government will be complete, at least for…
Balutis, Alan P. 2006. "E-Government 2001, Part I: Understanding the Challenge and Evolving
Strategies." The Public Manager 30(1): 33.
Calitsa, D.J. & Melitski, D.J. (2007). "E-government and e-governance: Converging Constructs
of Public Sector Information and Communications Technologies." Public Administration
Competencies of IOM
The Institute of Medicine is an American organization founded in 1972 with the aim of training health workers, unlike other medical organizations aimed at profit making. As a non-profit organization, IOM has made remarkable progress, starting from the programs offered to the quality of services and qualifications of health personnel. Unlike earlier years when the organization offered training in only primary levels of medicine, presently IOM offers secondary and tertiary postgraduate programs in medicine, public health, traditional medicine among others. Services like neurosurgery, urology, and Cardiothoracic are now available in almost all health facilities in the United States.
Because of the tertiary programs offered by IOM, health professions highly specialized in these areas offers quality medical services and medical care to the general public. The health sector has greatly improved, and the public receives quality medical services and medical care. IOM managed to accomplish this by putting…
Edlin, M. (2013). IOM core competencies focus on collaborative care. Managed Healthcare Executive, ISSN 1533-9300,, Volume 23, Issue 12, p. 48-49
Golemboski, K., Otto, C.N. & Morris, S. (2013). Using performance tasks employing IOM patient safety competencies to introduce quality improvement processes in medical laboratory science education. Clinical laboratory science: journal of the American Society for Medical Technology, ISSN 0894-959X, 2013, Volume 26, Issue 4, p. 205-11
J Hosp Med. 5 Suppl 2:i-xv, 1-114
McNeal, G.J. (2013). Interprofessional education: an IOM imperative. The ABNF journal: official journal of the Association of Black Nursing Faculty in Higher Education, Inc., ISSN 1046-7041, 2013, Volume 24, Issue 3, p. 69-70
Business report compares the two Australian service providers where by various aspects are critically looked at in respect to the design elements of a retail store environment. The elements are categorized into exterior facilities, general interior, store layout, interior displays and the social dimensions. Each of these design elements are categorically looked into differently taking into account the services being offered by the two chosen service providers namely Fadez Barbershop and Gloria Jean's Coffees.
The two chosen service providers are unique in their own way having been selected from different industries. Various design elements in comparison with the ussell's Model of affect are discussed and how they relate in different ways. ussell's model of affect talks about the various arousal levels that the consumers achieve when in contact with the mentioned design elements of a retail store environment, the interpretations and the impact they have that affects the buying decisions…
Adam W. (2011). Fadez Barber Shop. Retrieved September 16, 2012 from http://www.yelp.com/biz/fadez-barber-shop-newtown
Anna stahl, Kristina Hook & Petra Fagerberg, (n.d). Designing gestures for Affective input: An analysis of shape, Effort and valence. Retrieved September 16, 2012 from http://eprints.sics.se/145/1/PaperA.pdf
Authorstream, (2012). Crafting the Service Environment. Retrieved September 16, 2012 from http://www.authorstream.com/Presentation/aSGuest80925-757045-personal-environment/
Christopher Lovelock and Jochen Wirtz, (2004). Planning the Service Environment. Retrieved September 16, 2012 from http://tulip.bu.ac.th/~nisit.m/lovelock10.ppt
Service ecovery in a Successful elationship
After exhausting all the possible thresholds of the product manufacturing industry the marketers and the organizations are showing a clear tilt towards the services sector. The service industry refers to the companies that are involved in the rendering intangible services for the benefit of the customers. Irrespective of the fact that the service industry deals with intangibles but yet the services sector operates fully to accommodate the basic principles of business and marketing in the competitive environment. The customers and profitable customer relationship management are equally important for the organizations concerned with the tangibles as well as intangibles.
Services encompass all the activities of an organization that are mainly focused on ensuring that the requirements, desires and needs of the customers are appropriately catered via intangibles. It is hereby required by a service organization to satisfy the needs and wants of the…
Friedman, N. (2007). Service Recovery. The Art of Damage Control .
Korczynski, M. (2002). Human Resource Management in Service Work. Basingstoke.
Lehndorff, S. (2005). Working in the service sector:a tale from different worlds. New York: Routledge.
Customer Service and Marketing
Customer Centric usiness
The customer-centric business model is a necessary hybrid delivery system of goods and services in today's business environment. With the advent of the Internet, and e-business, customers are no longer limited by traditional geographic parameters for their purchase choices. Other factors which established boundaries to the consumer's choices, such as limited knowledge of purchase options, and time constraints, or the inability to travel, and research options before making a purchase choice have been dissolved.
Today's consumer is driving the marketplace in much more powerful ways, since he or she can sit at a desktop computer, and become aware of the options, prices, and product selection in minutes. Armed with this power, the retailer, or provider of good and services that are not also in touch with the advancing level of consumers desires will be left with full shelves, few customers, and falling revenues.…
Almasy, Erich. Building a Customer-Centric Organization. 2000. Mercer Management Conculting. Accessed 12 Dec 2002. http://www.mmc.com/views/00winteralmasy.shtml
Drucker, Peter. (1982) In Search of Excellence. SanFrancisco: HarperCollins.
Ryan, Janet. Creating a Customer-Centric Online Business. 2001. Clickz.com. Accesses 12 Dec 2002 http://www.clickz.com/res/analyze_data/article.php/843481
technological explosion of the past few decades has taken mankind to heights never before imagined. Today, with the click of a mouse, one can purchase travel tickets, manage stocks, shop, and chat with people around the world. The changes that technology have made possible are almost limitless. In addition to the changes in daily life, advances in technology have had a significant impact on the field of education. The field of education has been impacted in many ways by technology, including the method of delivery for education. The delivery of lessons in the field of education used to be handled with one method. tudents came into a classroom and a teacher provided the lessons, and the feedback. For younger students, parents were given a 15 minute conference once a year to hear about their student progress. The delivery of education was a single method and it was used for more…
Success Number 2: The outcome of the planning grant was the award of the 1995 Implementation Grant Award from TEA -- Projects for Educational Technology, East Texas schools partnered in the Implementation Award Grant, known as "Creating Connections." Twelve East Texas school districts received funding for installation of the multi-media, distance learning classrooms. Other schools in the East Texas area participated in the training component. An additional seven school districts from Limestone, Hudspeth and El Paso counties joined the consortium to participate in the wining for teachers. The schools in the Central and Far West Texas schools either had video conferencing systems or were planning for full-motion audio-video networks. Their need focused on training. The final estimated total of the project including contributions from all partners including the two telephone companies was over $6,000, 000. TV 12 East Texas schools now have state of The art technology in the classrooms and access to full broadband services, including audio-video, Internet and data services. Texas A& M. University -- Commerce built its classroom along with Jarvis Christian College. The addition of the universities to the partnership had been sought from the early days of planning.
The award for training and classroom build-out provided the teams of students, community members and educators the opportunity to articulate the many needs they had that could be addressed through the telecommunications network. They were among the first in Texas to think about the telecommunications technology in non-traditional ways.
Success Number 3: The "partnership building process" continued and resulted in another award. The ET-LINC schools and Texas Alliance for Education and the Arts planned together over an 18-month period. It was agreed that The Texas Alliance would be fiscal agent for a project to utilize the distance learning network as a means of providing innovative programs for students in the elementary grades. The partnership with the Texas Alliance for Education and The Arts was designed to provide staff development to teachers in the distance learning environment in grades 2-6. The teacher-training component included use of the multi-media environment to integrate math, reading, and the fine arts. A Meadows Foundation Award provided for elementary teachers to receive training online in the two-way, real-time, interactive classroom. During this three-year initiative, students in these grades will be involved in a variety of special projects in which the arts are infused into the core academic
Netflix Raises Prices, Lowers Investor Confidence
Netflix has reached a new low as it broke its 52-week low, erasing 12 months of considerable growth. This news happening after massive losses of users after Netflix announced in July that it was raising the price of its most popular subscription plan by 60%. A move Netflix officials say is necessary to maintain the entertainment subscription services offered by the company amidst higher costs and changes in the broader state of the economy. Despite being the largest single entity consumer of internet Bandwidth in the world, Netflix has had its ups and downs over the past year. Two financial firms, Barclays Capital and Goldman Sachs, have lowered their expectations of Netflix for the near future. Goldman Sachs has reevaluated the stock to be $270 per share, from earlier estimations of $330 per share. Likewise, Barclays Capital has evaluated Netflix stock to be $260…
Management Service Processes in a Specific Organization
Critical Evaluation of Effective Management Service Processes: Qantas Airlines
Effective and efficient management service processes are highly important when it comes to any organization that has dealings with the public in a service capacity. Addressed here will be the case and critical evaluation of Qantas airlines, which operates airplanes that shuttle individuals to vacation destinations and work-related conferences, among other needs. The paper will focus on three areas: the effective management of service processes, service people, and resource allocation. All three of these areas must be evaluated, in order to better understand the issues that the company faces. Additionally, all three areas generally work together to help an organization reach maximum efficiency and effectiveness. ith that in mind, examining all three issues for Qantas will show how well the company is doing and whether there are things it could do to improve in…
Bass, B.M. & Avolio, B.J. (Eds.). (1994). Improving organizational effectiveness through transformational leadership. Thousand Oaks, CA: Sage Publications.
Bryant, S.E. (2003). The role of transformational and transactional leadership in creating, sharing and exploiting organizational knowledge. Journal of Leadership and Organizational Studies
Easdown, G. (2006). Qantas through the years. The Herald Sun.
Morrison, S.A. & Winston, C. (1990), The dynamics of airline pricing and competition, American Economic Review, 80(3).
UK anking Services
Use Michael Porter' diamond model to determine the specific sources of national competitiveness that have boosted/hindered the success of UK banking product/service's?
Related and supporting industries
Firm strategy, structure, and rivalry
Suppose you were the international marketing manager of a UK bank, what would you recommend to your government on how it could boost the elements of competitiveness?
Expanse in the market
Study of the mechanisms of production
Influencing merger options within the diverse market
Appreciating change in the organization
Discuss which international trade theory best explains the pattern of international trade development in UK banking and why
anking is a lucrative activity that must be understood to have varying avenues of performance in the world. The UK anking services organization has an expanse of services that have been beneficial to many businesses and monetary exemplifications in…
Buckle, M., & Thompson, J. (2004). The UK financial system: theory and practice.
Manchester [u.a.], Manchester Univ. Press.
Great Britain. (2011). The Government response to the Independent Commission on Banking.
London, Stationery Office.
Medical Care Services
The current delivery of health care services represents one of the most important subjects for discussion both in the Obama Administration as well as the epublican one and the Administrations that preceded the Bush one. egardless of political color, it must be pointed out that the health care system in the United States does not only depend on the ideological orientation, but also on the people and their own beliefs in terms of human action and interaction. It is a clear fact that "Ten years ago, the U.S. healthcare system was declared "broken," and it has not improved. Fixes promised by managed care have not materialized. Premiums are rising. Hassles for patients and physicians abound. Nearly 45 million Americans are uninsured." (Garson, 2000)
One of the most severe problems facing the health care system in the United States is the discussion that is being held between those…
Garson, Arthur. "Current Perspective. The U.S. Healthcare System 2010. Problems, Principles, and Potential Solutions" 2000. Available at http://circ.ahajournals.org/content/101/16/2015.full#sec-7
ImpediMed. "Pre-emptive vs. Reactive Models of Care: Pre-emptive Care Model Prospectively Managing Lymphedema in Breast Cancer Patients" 2012. Available at http://www.impedimed.com/knowledge-center/health-insurance-providers/pre-emptive-versus-reactive-models-of-care.htm
Yale School of Medicine. "The PA Profession." 2013. Available at http://medicine.yale.edu/pa/profession/index.aspx
Improving Customer Service on a Medical Surgical Nursing Unit
Quality Improvment Project-Customer service on the nursing unit
The hospital medical-surgical nursing unit is usually referred to as the "catch-all" department for different types of patients. This is because it includes renal patients, cancer patients, cardiac and surgical patient. It also includes other patients who do not particularly fall into any of these specialized units. The medical-surgical nursing unit is a conglomeration of all kinds of adults with all sorts of health problems and thus the nurses in this unit need to be dynamic, quick to respond and are almost on their toes at all times. Patients in the medical-surgical nursing unit are likely to develop changes in their condition quite rapidly and therefore they become more unstable even though they may have been admitted in a stable condition. This is because most patients in the medical-surgical nursing unit have unpredictable…
Amba-Rao, S.C. (1994). Human Resource Management Practices in India: An Exploratory Study. Indian Journal of Industrial Relations, 30(2), 190-202.
Dirks, K.T., & Ferrin, D.L. (2002). Trust in leadership: Meta-analytic findings and implications for research and practice. Journal of Applied Psychology, 87(1), 611-628.
Glickman, S.W., Baggett, K.A., Krubert, C.G., Peterson, E.D., & Schulman, K.A. (2007). Promoting quality: the health-care organization from a management perspective. International Journal for Quality in Health Care, 19(6), 341-348. doi: 10.1093/intqhc/mzm047
Judge, T.A., & Piccolo, R.F. (2004). Transformational and transactional leadership: A meta-analytic test of their relative validity. Journal of Applied Psychology, 89(1), 755-768.
For example, customers and brokers have self-service capabilities for mortgage applications and brokers get assistance with application evaluation and pricing.
Last, but not least, the redesign of processes requires restructuring the organization. This is more than substituting technology for people; it's about evolving into an adaptive learning organization by building the organization around the restructured information and value chain.
This involves an interwoven organization consisting of the front office to take care of customers, the back room to handle internal processes and a group to take care of partnerships. Sharing information among the groups is essential for the organization to function properly. As part of the restructuring the company will also need new management skills such as the ability to understand the impact of new technologies, strategies and channels on customer behavior.
Technology experts can no longer be isolated in a separate it group; they must be distributed throughout the…
Karmarkar, Uday. (2004, August 9). Boot Camp for Service Operations. Harvard Business School. Retrieved June 19, 2005, at http://hbswk.hbs.edu/item.jhtml?id=4308&t=operations
Pal's Sudden Service is a quick service restaurant chain that seeks to compete in part through excellence in the service function. Part of the strategy involves delivering food very quickly to customers, with a minimum of errors. To achieve these goals, the company expends considerable energy on training its employees. This paper will outline some of the principles that I would use if I worked for Pal's in order to continue to eliminate errors and increase overall quality.
If I was in charge of training, I would utilize the same techniques to reduce errors that are found in production management. Those techniques, while typically developed for manufacturing enterprises, can be easily adapted to the service industry. Something like Six Sigma is a good approach because it focuses on statistical analysis to determine the root causes of errors (Smith, n.d.). A good starting point might be something like the…
MindTools. (2013). Kirkpatrick's four-level training evaluation model. MindTools.com. Retrieved September 25, 2013 from http://www.mindtools.com/pages/article/kirkpatrick.htm
No author. (1999). Simulation reduces medical errors. Rhode Island Hospital. Retrieved September 25, 2013 from http://www.rhodeislandhospital.org/services/simulation-center/medical-errors.html
Smith, K. (no date). Six Sigma for the service sector. Quality Digest. Retrieved September 25, 2013 from http://www.qualitydigest.com/may03/articles/01_article.shtml
As has been mentioned throughout this thesis, the entire aspect of mass customization as it relates to the development of a stable quote-to-order process throughout manufacturing is critical. In this specific area is where many manufacturers face the dilemma of being entirely project-based in their manufacturing and business strategy approach or move more towards functional manufacturing with the exception being mass customization and a more fluid, agile, quote-to-order process. Figure 1 shows this dilemma graphically.
Source: LWC esearch
Figure 1: Manufacturer's dilemma regarding mass customization and channel implications of integration
Underscoring the synchronization of ESB hubs and accompanying use of state engines to unify channels and ensure complex processes including order-to-cash, inquiry-to-order, inquiry-to-cash, and many others. The span of integration that manufacturers are achieving with ESB platform integration in support of these core business processes is also illustrated in Figure 2, an example of a Brokered ESB Pattern Model, from…
Abrahams (2005) - Regulatory Compliance: Business Opportunity/Technical Challenge. Bloor Research.
Northamptonshire, United Kingdom
IBM Workplace for Business Strategy Execution (2006) - From the book of the same name. Authors Philip Monson, Katinka Kantor, Lee Barnes, Suzanne Minassian, Jennifer Bloom. IBM Corporation Redbooks Publishing. June, 2006. IBM Corporation.
IBM Developer Roadmap (2006) - Part of the working series of BPEL Programming Standards and a specific roadmap on the technology of BPEL4WS as it relates to SOA:
The card will also track such mundane items as; what the customer eats or drinks, what the customer purchases, how long the customer receives a back-rub of massage, or even if the customer decides to have his/her hair cut while at the spa.
This information can then be input into a database which will generate reports on a daily basis for Day-Ja-Vu's marketing group, whose responsibility it will be to shift through the information in an on-going process to decide which customer would benefit from what services. An ad campaign would then be instituted to directly target that particular individual with specific offers geared towards his/her receptiveness.
The garnered information can also be used as a foundation for new learning delivery methods that will enhance the employees ability to interact with the customers, which should lead to a more conducive environment for both customers and employees. Other firms have been…
Amato-McCoy, Deena M. (2007) Claiming the Future, Insurance & Technology, Vol. 23, Issue 3, pp 32-36
Innovative Federal Agencies are Pushing Home-Grown Methods (2007) Engineering News-Record, Vol. 258, Issue 9, pg 27
Whitney, Kellye (2006) in Practice; JoAnn Stores: Crafting Old and New Learning for Impact, Chief Learning Officer, Vol. 5, Issue 11, pg 22