...Customers are the most important element to having a successful business. The object in business is to sell a product or provide a service to individuals or other businesses to create revenue. If customers don’t purchase the product or service the company is deemed not successful. The object in business is to be successful and to make sure that customers will continue to make purchases. It is extremely important for businesses to set goals that are measureable by accepting external feedback (Spitzer, 2007). The external feedback can be used to help the company determine what needs to be improved as well as what is being done correctly. The customer is the number one focal point for a business and the goal is to create a long term relationship, build loyalty, and allow for the company brand to become a household word (Soudagar, 2012). In order for a company to know if they are meeting or exceeding customer expectations they must first measure the customer experience. Identification of Best Practice Measuring the customer experience is specific to each company, but most companies measure themselves using standard measurement scores, but they may use different questions to obtain that information from their customers (Spitzer, 2007). Some of the standard terms which are used are, Customer Effort Score (CES), Net Promoter Score (NPS), and First Call Resolution (FCR). The Customer Effort Score helps a business to know how much effort a customer is exerting to have a problem...
Words: 1465 - Pages: 6
...Dallas Ishmael Invest in Other Countries Lately I have been seeing a campaign about investing in turkey, some may ask why an individual may have the notion to invest in something like turkey even though the holidays are just around the corner. Well relax, it has nothing to do with the delicious bird that we all love, it all about the country of Turkey. The ad shows a few brief images of what looks to be like a thriving economy and a few industrial images and goes on to simply say, invest in Turkey. Although I haven’t put much thought into investing in another country, and probably never would have, I felt that this this article would be a good opportunity to glance into what exactly investing in other countries entails. So, first off, how does one invest in turkey and why would someone want to? Well, according to the campaign turkey is one of the fastest growing economies in the world, It is ranked 16th of all countries in GDP purchasing power parity, Grew by 7.4 percent in 2005, received 18.2 billion in revenues from tourism in 2005, it is the founding member of the Orgnization for Economic Co-operation and Development, and much more. Some of the country numbers look good but, rather than investing in the country, you would actually be investing in a compilation of stocks of companies that are based in the country of Turkey. Most of the companies trade on the pink sheets, but a couple trade on the New York Stock Exchange. So if turkey is calming to do so well, what...
Words: 803 - Pages: 4
...(1)INTRODUCTION When doing business in an international scale, it is important to understand what international business really means. Therefore according to Rugman & Collinson (2012) international business can be defined as “The study of transactions taking place across national borders for the purpose of satisfying the needs of individuals and organizations. Some of the well known International businesses (MNE’s) are Wal-Mart, Toyota Motors, General Motors and Volkswagen for their performance, moreover annual revenue. Decisions with regard to movement in to global arena should be taken with care as there is certain degree of risk involved. There should be value in moving to different markets (eg- An organization may lack the skills needed to make use of the potential-Integrate R&D activities or incompatible cultures The cost of managing complex infrastructure should not –outweigh the benefits of increased scale Some industries posses’ particular globalization challenges for example companies operating in the manufacturing sector (automobile makers) often faces complexities in integration and particularly vulnerable to economic slowdowns which reduces their ability to expand. (Alexander & Korine, 2008) According to Wall & Rees (2004) the factors to be considered when investing abroad can be classified in to four areas-Supply factors, demand factors, Political factors and others. Under supply factors, production costs, Distribution costs and access to key technologies...
Words: 3731 - Pages: 15
...| Ethics in Business Strategy | [Type the document subtitle] | | Introduction In formulating a business strategy, one must be able to utilize the many tools that reside within the tool bag of the manager. The business manager will need to harness the various tools from many disciplines of a MBA curriculum. The company’s resources and capabilities come in many shapes and form. For example, a company’s talent pool, intellectual property, formula for building a product and most importantly the consumers can be viewed as a resource or its ability to fend off a competitor. The company’s resources and capabilities will determine how best to match up against a competitor and how to respond to threats effectively. The strategic goal of getting a competitive advantage is a plan that will call upon many tools from various disciplines most commonly taught in business schools. Stacking Up with the Industry Integrating Corporate Social Responsibility (CSR) into the business model can be viewed as a business strategy in the sports entertainment industry, by shedding the perception of promoting violence and moving towards promoting family friendly content. CSR is a vehicle that can be used to promote social change and acceptance using a company as a “voice” which would carry more weight. Companies with the ability to recognize profound social change and anticipate how they affect operations have proven to be survivors” (Lawrence & Weber, 2011) – this helps a company...
Words: 2968 - Pages: 12
...Term Paper on People Management Within The Context of Business Process Management By Morris Biko Okello KCA/08/04084 MSC ISM 19TH OCTOBER-2013 to 12th December 2013. TABLE OF CONTENT 1. Introduction………………………………………………………………………………………………………………….…..3 1.1. History of People Management……………………………………………………………………………………...3 1.2. State of Practice……………………………………………………………………………………………………………..4 1.3. Technological Advancement……………………………………………………………………………………………5 2. Review of Literature..….…………………………………………………………………………………………………….6 2.1. Case 1…………………………………………………………………………………………………………………………….6 2.2. Case 2…………………………………………………………………………………………………………………………….7 2.3. Case 3…………………………………………………………………………………………………………………………….8 2.4. Case 4…………………………………………………………………………………………………………………………….9 3. Conclusion…..…………………………………………………………………………………………………………………..10 4. Reference… ….………………………………………………………………………………………………………………….10 1. INTRODUCTION In this paper, I am going to look at the issue of People Management within the Business Process Management. People, in the general sense would mean all humans who come into contact with the business at all levels of the business process. The people could be categorized in these categories:- 1) Customers – the people who pay for goods or services from the business. 2) Business Actors (workers) – the people who work within the structures of the business and are paid for their service to the...
Words: 3067 - Pages: 13
...ECS1260-65 ECONOMICS (FOR BUSINESS AND) MANAGEMENT 2012-13 Seminar Exercises 13 (to take place in Week 16 starting 11th February 2013) 1) Please say whether the following statements are true or false: a. An economy experiences growth if it produces more goods and services than the year before. (T) (An increase in the production means an increase in the GDP) b. Investment in physical capital means hiring more employees. (F) (Human capital is used for workforce) c. The convergence hypothesis asserts that poor countries grow slower than rich countries, thereby widening the income gap between the two sets of countries. (F) d. Trend output fluctuates around actual output, since it is latter that matters most. (F) (Actual output fluctuates around Trend output due to change in trends) e. Real business cycles assume that cycles reflect fluctuations around output, while political cycles reflect fluctuations around the political establishment. (T) ( f. In the business cycle, recession follows boom, and is followed by slump. (T) g. During recession, business profits increase. (F) Multiple Choice: 2) An increase in living standards generally takes place when: a) GDP grows vigorously over a long period of time. b) GDP declines only moderately. c) GDP is volatile. d) GDP long-term trend is flat. 3) Which of the following is NOT an example of an increased standard of living? a) Lower life expectancy. b) Indoor plumbing...
Words: 428 - Pages: 2
...9690010114 Yogendera sharma CONTRIBUTED PAPERS A41, Thursday, December 28, 4:00-5:30 P.M. Session: Case Studies - I Session Chair: Prashant Kulkarni Institute of Finance and International Ma 418 Global Marketing and Challenges for Future: Franchising in Banks K. Ravichandran, Gandhigram Rural University, drkravichandran@yahoo.co.in R. Muruganandham, Sudharsana Raamanujan, R, P. Nandakumar, M. Sasi Siddharth Thiagarajar College of Engineering, vr_muruganandham@hotmail.com, siddharth_mss@sify.com raamanujan@gmail.com, nandacivil@gmail.com The global economic scenario is undergoing a major innovative metamorphosis at a rate never experienced before. All organizations have their brands to face the global marketing challenges to secure a role of leader in this state of economic revolution. Our paper identifies the current marketing challenges and global economic threats for service industries. Besides our paper also explores the management strategies to overcome these challenges in the liberalized economy. The banking service is considered, where the franchising marketing strategies, introduction of new products and delightful customer service by new private sector banks and foreign banks pose a serious threat to the existence and survival of public sector banks profitwise. Hence our paper deeply discusses the benefits of e-banking with a view to minimize transaction cost cum operating expenses thereby increasing the overall net profit...
Words: 23823 - Pages: 96
...The Paper-Free Process Revolution Handbook Automating your manual (and paper-centric) processes will revolutionize your business—making it faster, flexible, and more responsive Edited and written by Betsy Fanning and Bryant Duhon Introduction Let’s get this straight from the beginning; using less paper isn’t just about “going green” or saving the rain forest. Using less paper in your business processes will revolutionize your business—making it faster, flexible, and more responsive to the needs of your customers. At least since the Sumerians wrote down transactions on baked clay tablets, documents have been the foundation of business. And while we no longer need to lug around those heavy clay documents (and watch out for water); if you’re using paper to manage your business then you aren’t any more efficient—or faster—than a civilization that existed 4,000 years ago. It doesn’t have to be this way. The technology is available. More importantly, the technology works. We have been scanning documents and moving them around business electronically for over 25 years; and that’s a good start. But, to match the pace of business today; content must be mobilized and harnessed for business use as soon as possible. Advances in scanning speeds, declining prices, and imaging and recognition software have combined to dramatically improve the concept of the digital mailroom—converting those inbound paper documents to digital format to directly feed business process; accounts payable...
Words: 4962 - Pages: 20
...Preliminary Business Report Cullen creative cooking Pty Ltd Submitted by: BALJIT BALJIT KAUR SHYAMKUMAR PALAYIL SASEENDRAN VINU SUNILKUMAR Introduction This report provides an overview of the role of BPM and value chain. The report will highlights the problems the Cullen creative cooking Pty Ltd is facing and will priorities them on the bases of most urgent. It will include the modified organizational structure of the company, along with the as-is and to-be diagram. It also provides an insight to the project scoping diagram and will provide possible solution for the company. Based upon the report their will be some recommendation for the company in order to improve their business Table of Contents 1. Business process management (BPM) and strategy 4 2. Problem Analysis 5 Fig 2.1 Project scoping diagram 6 3. Proposed solution 6 Fig 3.1: As is diagram 7 3.2 To be diagram 8 4. Solution considerations: 9 Fig 4.1 modified organization chart 10 4.2 What changes to be made? 10 4.3 How to do it 11 4.4 Common areas of cost 11 5. Recommendations 12 6. References 13 1. Business process management (BPM) and strategy BPM is a way to connect and integrate all the business processes in such a way so as to determine the additional performance improvement. While some might refer it to as an analysis of the value chain.(Singh 2012) ...
Words: 2427 - Pages: 10
...Management Information System (MIS) Term Paper: Business Process Management (BPM) Professor: Dr.Ijaz A.Qureshi Abstract: A business process model consists of a set of activity models and execution constraints between them. A business process instance represents a concrete case in the operational business of a company, consisting of activity instances. Business Process Management has been referred to as a holistic management approach to aligning an organization’s business processes with the wants and needs of clients. It promotes business effectiveness and efficiency while striving for innovation, flexibility and integration with technology. BPM attempts to improve processes continuously. It is argued that BPM enables organizations to be more efficient, more effective and more capable of change than a functionally focused, traditional hierarchical management approach. Business Process Management includes methods, techniques and tools to support the design, enactment, management and analysis of operational business processes. It can be considered as an extension of classical workflow Management systems and approaches. Business Process Management has received much attention in the industrial engineering and management literature and its benefits are well known. Hence, there is confusion among public managers about how business process management concepts should be implemented. Business Process Management (BPM) has been identified...
Words: 3245 - Pages: 13
...Economy: Issues, Applications, Case Studies Paul Cunningham and Miriam Cunningham (Eds) IOS Press, 2007 Amsterdam ISBN 978-1-58603-801-4 The Transformation of Dutch Social Security Regarding Document and Information Management Jelle KRUIZINGA, Fieke ROOZEN UWV, P.O. Box 58285, Amsterdam, 1040 HG, The Netherlands Tel: +31(0)20 687 1194, Fax: + 31(0)20 687 14 93, Email: jelle.kruizinga@uwv.nl, fieke.roozen@uwv.nl Abstract: In the Netherlands social security is undergoing a major transformation. Besides the right to receive financial support the focus is mainly on the right to find suitable work. E-government is seen as a tool to achieve this long-term goal with maximum results. Within UWV a Customer Relations Office and Virtual Front Office is working towards achieving the objectives of e-government. The department of Document and Information Management (DIM) is playing a pivotal role in laying the foundation to support the Virtual Front Office, by making all case related information digitally available and accessible. This paper emphasizes the responsibility of the Department of Document and Information Management (DIM) in supporting the transformation at UWV in the field of input-, output and records management. Both the issues of technology and human-resource management are discussed. Current developments within the organisation and specifically within the Department of DIM are focused upon ensuring a high-quality workforce. 1. Introduction In the Netherlands, social security...
Words: 4340 - Pages: 18
...Founded in 1921, El-Alamein is one of the leading companies in the Middle East in the printing and Packaging industry. With head-quarters (HQ) located in Alexandria, El-Alamein occupies an area of 40,000 square meters and employs more than 700 employees. El-Alamein has managed to obtain international quality certificates including: ISO 9001, ISO 14001, ISO OHSAS 18001, and BRC/IOP The company has two main Strategic Business Units (SBUs): offset fac- tory as well as a flexible factory."Since 1921, El-Alamein Co. led the revolution of the Printing and Packaging industry in Egypt. El-alamein is the approved supplier to the biggest inter-national companies in the fast food industry. The company produces paper cups for cold and hot drinks as well as ice-cream packages with their different shapes and sizes. The company also produces eight-cornered carton boxes to pack sandwiches and burgers, in addition to different shapes and sizes of fried potatoes boxes. The company produces wrap-ping paper for sandwiches and fast food, and pro-duces printed multi-layered paper bags by using automatic heat sealing for the bottom and side-seams." The company faces many challenges: there isn't a reliable infrastructure, network, servers, storage or PCs; there isn't an IT/IS department in the organization chart; competitors have taken serious steps in becoming digitally enabled, and information loss has taken many shapes for example lost orders, inaccurate inventory, and lack of integration between...
Words: 775 - Pages: 4
...Customers, future Customers The most important stakeholders of your business are your current clients and future clients. The current business process and challenges are affecting them as below: Clients provide copy of their supporting documents such as passport to the office. But since the office stores these documents on location which is accessible to that office only, when needed, other office often ask same documents again from the client. This could affect the client satisfaction. At the time of travel, employees often need updated documents and since they do not have quick access to those documents, they ask customers which makes customers unhappy because same information is asked many times. Sometimes Customers make change in their travel plan or update details they had provided initially. They inform one office about their change in plan. But since the latest details are not communicated to all concerned employees, employees often use outdated details to make business. Customers might provide reviews online about lack of coordination among offices which might affect future customers even though actual travel service was outstanding. Some of your competitors are already ahead in technology use which could give them a competitive advantages. Employees Office sometimes need to get updated documents from multiple offices and collate upon receipt. This task is manual, error prone and often results in missed or inaccurate information in the resulting document...
Words: 971 - Pages: 4
...MPM701 BUSINESS PROCESS MANAGEMENT WRITTEN ASSIGNMENT TRIMESTER 2, 2011 Name:Tinajit Kaur Kalwant Singh Student No: 211663781 Contribution: 33.3% Name: Howe Soo Ling Melissa Student No: 211658753 Contribution: 33.3% Name: Hui Li Student No: 211171354 Contribution: 33.3% Executive Summary The key to have a competitive advantage in an organization is to constantly improve its business processes. BPM enables effective and efficient process developments by creating an agile organization that can react quickly to customer demands, streamline business processes, enhance integrity and timeliness in production, respond accordingly to changes in business operations and policies and improve risk management capabilities through process consistency. In this context, Ben’s most urgent problem is the paper based manual methods to get things done and not having any streamlined and computer based business processes in the organization. In order to help Omnicron establish a high-efficient working process, Enterprise Resource Planning is introduced which is expected to impose positive influence on Sale, Production, Procurement, Inventory, Finance and Accounting. By implementing ERP, a number of previous crossed workflows can be integrated reasonably. At the same time all information used to be processed or saved on paper begins to be stored and shared in a central information data accessed by various relative departments, thus save time and cut cost for Omnicron...
Words: 290 - Pages: 2
...A CRITICAL ANALYSIS OF THE ARTICLE “THE CRITICAL SUCCESS FACTORS OF BUSINESS PROCESS MANAGEMENT” WRITTEN BY TRKMAN (2010) COHORT 5 (BSS001-6) TABLE OF CONTENTS Pg 1. Executive summary……………………………………………………….......3 2. Introduction……………………………………………………………….…....4 3. Importance of the Study……………………………………………………....5 * BPMs relevance & Importance to Information Systems……………...5 4. Research problems and significance………………………………….........6 5. Contributions and originality……………………………………………...….7 6. Theoretical arguments………………………………………………………..8 *The Contingency Theory……………………………………………...….8 * Dynamic Capabilities Theory:……………………………………..…….9 *Task Technology Fit………………………………………………..….….9 7. Research methods ……………………………………………………..….....9 *An outline of the methods used for the research study……..…......…9 *Description of methods…………………………………………….......10 *Analysing the Methods suitability for the study………………………10 8. Key Findings of the study ………………………………………………..…12 9. Research Limitations ……………………………………………………….13 10. Suggestions for future research……………………………………….….14 11. Conclusion…………………………………………………………………...15 12. References…………………………………………………………………..16 13. Appendix* EXECUTIVE SUMMARY According to Zairi’s (1997) definition, BPM...
Words: 5045 - Pages: 21
