...Industry-specific Management Control Systems and Ccorporate Qquality Ttargets – Insights from ten years American Customer Satisfaction Index (ACSI) Data Authors: Thomas Pock Research Scholar, Ross School of Business, University of St. Gallen, St. Gallen, SwitzerlandMichigan National Quality Research Center 701 Tappan Street, 48103 Ann Arbor, MI, USA Phone: +1-734-709-1036 tpock@bus.umich.edu Prof. Fritz Fahrni University of St. Gallen Director of the Institute for Technology Management Dufourstrasse 40a, 9000 St. Gallen, Switzerland Phone: +41-71-224-7201 fritz.fahrni@unisg.ch Prof. Anders Westlund Stockholm School of Economics, Director of the Center for Economic Statistics and Decision Support 65 Sveavaegan, 11383 Stockholm, Sweden Phone: +46-8-736-9231 anders.westlund@hhs.se Prof. Fritz Fahrni University of St. Gallen, Director of the Institute for Technology Management Dufourstrasse 40a, 9000 St. Gallen, Switzerland Phone: +41-71-224-7201 fritz.fahrni@unisg.ch Thomas Pock Research Scholar, Ross School of Business, University of Michigan National Quality Research Center 701 Tappan Street, 48103 Ann Arbor, MI, USA Phone: +1-734-709-1036 tpock@bus.umich.edu rewrite abstract according to instructions Abstract Purpose – The paper provides a well-founded analysis of situation specific drivers and limitations to quality targets and the complexity...
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...and quantitative measures. The balanced scored card evaluation enables to set clear targets or goals and provide an insight on the evaluation process more effectively, thereby performance evaluation aligned with company’s strategic goals and measurable objectives. As part of the Balanced Scored Card evaluation process, the management measures one’s accomplishments against the following operational, functional and non-functional aspects, 1. Financial Accomplishments 2. Strategy Implementation for maximizing revenue 3. Customer Satisfaction Index 4. Control Measures based on Audits process 5. People management and Standards Based on the above mentioned aspects, each employee is planned to be evaluated as part of the performance evaluation process and fitting into any one of the below indicators, * Below - Par * Par * Above Par It was also decided that an employee will not be awarded with the performance indicator of “Above Par” without ensuring they score a minimum of “Par” rating in all of the performance evaluation...
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...Department of Motor Vehicles’ RFP 154:7-061, DMV CSI Systems Redesign Project, available from under Content>Course Resources>DMV_CSI_RFP_083107_Final_Release. Corresponding page numbers from the RFP are given in parentheses at the end of each lettered section heading.) A. DMV Organizational Overview (p. 2) The Department of Motor Vehicles (DMV) is a governmental agency in the Executive Branch of Virginia state government. Under the direction of the Secretary of Transportation, DMV administers motor vehicle and tax related laws for the continued benefit of all citizens of the Commonwealth of Virginia. Specifically, DMV administers motor vehicle titling and licensing laws, driver’s licensing laws, transportation safety laws, tax laws, and other motor vehiclerelated laws and regulations as directed by the Code of Virginia and Federal laws, as amended. DMV employs nearly 2000 full and part-time employees to meet its daily mission of providing transportation services to customers in Virginia. These employees provide services via one centralized administrative Headquarters located in Richmond, Virginia as well as 74 Customer Service Centers (CSC’s) and 13 Motor Carrier Service Centers/Weigh Stations (MCSC’s) dispersed throughout the state. In addition, some services are provided at more than 40 DMV Select offices located throughout the state. DMV Selects are a service alternative to visiting a full-service DMV Customer Service Center. Local governments and private entities...
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...August 31, 2007 Dear Potential Offeror, You are invited to submit a proposal in accordance with the requirements set forth in the attached Request for Proposal, (RFP 154:7-061) using Best Value Acquisition procedures. This RFP is being issued by the Virginia Department of Motor Vehicles (DMV) for the purpose of seeking solutions to address the requirements of the DMV CSI Systems Redesign effort as identified in the attached RFP. An original proposal, signed by your contractually binding authority, with 7 full copies and 2 redacted copies, must be received by DMV Contracts and Procurement Department no later than 3:00 p.m. local time on Tuesday, December 4, 2007. An optional pre-proposal conference will be held at DMV Headquarters, 2300 West Broad Street, Richmond, Virginia, Room 702, on Tuesday, October 2, 2007 at 10:00 a.m. local time. Please refer to RFP Section VII for additional information. All questions or inquiries regarding this RFP must be received by Wednesday, October 31, 2007 at 5:00 p.m. local time and must be submitted in writing exclusively to: Nancy M. Davis, CPPB, CPPO, VCO Contracts and Procurement Manager Department of Motor Vehicles Room 319 2300 West Broad Street Richmond, VA 23220 E-mail: nancy.davis@dmv.virginia.gov Fax: (804) 367-0046 All inquiries must be submitted electronically as indicated in the RFP. Please refer to RFP Section VII for additional information. No verbal inquiries will be accepted. From the date of issuance of this RFP until the...
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...Customer Satisfaction Surveys & Customer Satisfaction Research | | |Written by Paul Hague and Nick Hague | | | |It seems self evident that companies should try to satisfy their customers. Satisfied customers usually return and buy more, they| |tell other people about their experiences, and they may well pay a premium for the privilege of doing business with a supplier | |they trust. Statistics are bandied around that suggest that the cost of keeping a customer is only one tenth of winning a new | |one. Therefore, when we win a customer, we should hang on to them. | |Why Customer Satisfaction Is So Important | |Why is it that we can think of more examples of companies failing to satisfy us rather than when we have been satisfied? There | |could be a number of reasons for this. When we buy a product or service, we expect it to be right. We don’t jump up and down with| |glee saying “isn’t it wonderful, it actually worked”. That is what we paid our money for. Add to this our world of ever exacting | |standards. We now have products available to us that would astound our great grandparents and yet we...
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...Customer Satisfaction Surveys A White Paper by Paul Hague and Nick Hague of B2B International E-mail Web Blog info@b2binternational.com www.b2binternational.com www.b2binternational.com/b2b-blog/ WHY CUSTOMER SATISFACTION IS SO IMPORTANT It seems self evident that companies should try to satisfy their customers. Satisfied customers usually return and buy more, they tell other people about their experiences, and they may well pay a premium for the privilege of doing business with a supplier they trust. Statistics are bandied around that suggest that the cost of keeping a customer is only one tenth of winning a new one. Therefore, when we win a customer, we should hang on to them. Why is it that we can think of more examples of companies failing to satisfy us rather than when we have been satisfied? There could be a number of reasons for this. When we buy a product or service, we expect it to be right. We don’t jump up and down with glee saying “isn’t it wonderful, it actually worked”. That is what we paid our money for. Add to this our world of ever exacting standards. We now have products available to us that would astound our great grandparents and yet we quickly become used to them. The bar is getting higher and higher. At the same time our lives are ever more complicated with higher stress levels. Delighting customers and achieving high customer satisfaction scores in this environment is ever more difficult. And even if your customers are completely satisfied with...
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...Published in association with the Best Management Practice Partnership The IT Service Management Forum An Introductory Overview of ITIL® V3 A high-level overview of the IT INFRASTRUCTURE LIBRARY The IT Infrastructure Library An Introductory Overview of ITIL® V3 Version 1.0 Written by: Alison Cartlidge Ashley Hanna Colin Rudd Ivor Macfarlane John Windebank Stuart Rance Alison Cartlidge Mark Lillycrop Xansa - Steria HP itEMS Ltd IBM Sun HP Xansa - Steria itSMF UK Edited by: Published by: The UK Chapter of the itSMF With thanks to all those who took part in the review process. © Copyright itSMF Ltd, 2007 This version first published 2007 Based on other copyright material with the permission of the copyright owners. ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark, of the Office of Government Commerce (OGC) and is registered in the US Patent and Trade Mark Office. PRINCE® is a Registered Trade Mark, and a Registered Community Trade Mark, of the Office of Government Commerce (OGC) and is registered in the US Patent and Trade Mark Office. COBIT® is a Registered Trade Mark of ISACA and the ITGA. CMM® is registered in the USA Patent and Trademark Office. PMBoK® is a Registered Trade Mark of the Project Management Institute. M_o_R ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce. © Crown copyright material reproduced with the kind permission of OGC on behalf of the Controller of...
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...Myers – Briggs Type Indicator OB Assignment Report - I Report prepared by Abhishek Shah Roll No. 2 Under Guidance of Dr. Hardik Shah 2 Contents 1. MBTI Basics 1.1. Short Guide to Development and Use of MBTI 1.2. Applications of MBTI for Everyday life: 2. Literature & Findings of MBTI A. Achieving Optimum Communication and Group performance B. Understanding your client C. Creating a new culture D. Emotional Marketing E. Reflective thinking for decision making F. Decision Making G. Forward Thinking H. Split Personality I. Selecting Majors J. Influence on Interviewer reactions K. Leadership traits in Project Management 3. Learning and Implications 3.1. Learning 3.2. Application Based on Past Experience 3.3. Theoretical & Practical Implication Sources and References 3 “Whatever the circumstances of your life, the understanding of type can make your perceptions clearer, your judgments sounder, and your life closer to your heart’s desire.” --ISABEL BRIGGS MYERS [1] MBTI Basics: The purpose of the Myers-Briggs Type Indicator personality inventory is to make the theory of psychological types described by C.G. Jung understandable and useful in people’s lives. The essence of the theory is that much seemingly random variation in the behavior is actually quite orderly and consistent, being due to basic differences in the ways individuals prefer to use their perception and judgment. [1.1.] A Short Guide to the Development and Use of MBTI: Below is a short...
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...ITIL® is a Registered Trade Mark of the Cabinet Office. Welcome! IT Service Management ITIL 2011 Foundation 1 Course Objectives • • A basic understanding of the ITIL Framework How ITIL can be used to enhance the quality of IT Service Management within an organization • Comprehension and/or awareness of key areas of the 5 ITIL core books: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement • To prepare to take the ITIL Foundation exam 2 I0015EN v3.1 ©2011 QRP International 1 ITIL® is a Registered Trade Mark of the Cabinet Office. ITIL Foundation Training Programme • • • Generalities Service Management key concepts Service Strategy o Service Portfolio Management o Business Relationship Management o Financial Management Service Design o Service Level Management o Service Catalogue Management o Supplier Management o Information Security Management o Availability Management o Capacity Management o IT Service Continuity Management o Design Coordination Service Transition o Service Asset and Configuration Management o Knowledge Management o Transition Planning o Release and Deployment Management o Change Management Service Operation o Functions o Incident Management o Event Management o Request Fulfilment o Access Management o Problem Management Continual Service Improvement o 7 step improvement process o The Deming Cycle o CSI approach • D • A Y 1 D A Y 2 • D • A Y 2 D Examination Training...
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... PERFORMANCE EVALUATION FORM [Broad Bands F and Above] Employee’s Name : T CHISANGO Job Title : SALES MANAGER Band/Grade : D Location : MIDLANDS Manager’s Name : H. MUCHUCHU Job Title : S & D EXECUTIVE Function/Sector : LAGERS SOUTH Department : OPERATIONS Period of Review : OCTOBER 2012 – MARCH 2013 Employee’s Name : T CHISANGO Job Title : SALES MANAGER Band/Grade : D Location : MIDLANDS Manager’s Name : H. MUCHUCHU Job Title : S & D EXECUTIVE Function/Sector : LAGERS SOUTH Department : OPERATIONS Period of Review : OCTOBER 2012 – MARCH 2013 KEY GOAL | TARGETS / ACTION PLAN | COMMENTS | TIMING | WEIGHTING | 1. Managing for Customer Service Improvement | a) a) Sales Performance * Achieve set targets * Grow Eagle lager in Midlands to 6%. Install eagle draught machines in 3 LGA outlets. * Revenue growth management * Focus on growing premium brands – major focus on Bohlingers & Zambezi ( to grow from the current 1% contribution to 2.2%) * Improve availability of mainstream brands and LWB’s in all Channels Ensure 100% product availability. * Grow global brands from the current 1.6% contribution to 2.9%. * Support mainstream brands properties and defend the market share. * Special events & Informal sector support initiatives * Manage empties return compliance.b) Competition * Grow share of total beer in Midlands to above 85% to 90% * Attack...
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...Journal of Enterprise Information Management Analysis of risk dynamics in information technology service delivery Özge Naz#mo#lu Yasemine Özsen Article information: Downloaded by SEGi International Bhd At 09:35 13 July 2015 (PT) To cite this document: Özge Naz#mo#lu Yasemine Özsen, (2010),"Analysis of risk dynamics in information technology service delivery", Journal of Enterprise Information Management, Vol. 23 Iss 3 pp. 350 - 364 Permanent link to this document: http://dx.doi.org/10.1108/17410391011036102 Downloaded on: 13 July 2015, At: 09:35 (PT) References: this document contains references to 37 other documents. To copy this document: permissions@emeraldinsight.com The fulltext of this document has been downloaded 1723 times since 2010* Users who downloaded this article also downloaded: Norita Ahmad, Noha Tarek Amer, Faten Qutaifan, Azza Alhilali, (2013),"Technology adoption model and a road map to successful implementation of ITIL", Journal of Enterprise Information Management, Vol. 26 Iss 5 pp. 553-576 http://dx.doi.org/10.1108/JEIM-07-2013-0041 F. Ponsignon, P.A. Smart, R.S. Maull, (2011),"Service delivery system design: characteristics and contingencies", International Journal of Operations & Production Management, Vol. 31 Iss 3 pp. 324-349 http://dx.doi.org/10.1108/01443571111111946 Kakoli Bandyopadhyay, Peter P. Mykytyn, Kathleen Mykytyn, (1999),"A framework for integrated risk management in information technology", Management Decision, Vol. 37 Iss 5 pp. 437-445...
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...the services by a sharpening the efficiency of their operation. Kudler Fine Foods also like to increase loyalty and profits to their organization and has been arrested in developing a system to track customer purchase through frequent shopper program to award loyalty points for redemption. Introduction In order to start this process Kudler Fine Foods we will first need certain elements that must be deployed before hand, we will be discussing the legal, ethical and security considerations for the development of this program to launch. And we will combine the separate entities into an operational system in order to track purposes of individual customers this way we are able to track the customers loyalty points for redemption for specialty foods and gift items and other products made available by our partnership companies. Ethical considerations Ethical Considerations of Frequent Shopper Program The frequent shopper program is subject to a certain degree of ethical consideration, it has been determined that the customers’ privacy will be under close evaluation in order to maintain a high degree of privacy and a overall good practice of integrity. The e-commerce has established that we will follow procedure with the protection of sensitive and personal data for our corporation and also the individuals who are considered to be our consumers. All in any contracts will be within accordance with the state’s law and Federal guidelines to protect our customers as well...
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...Foundation 2011 Study Notes 1. ITIL v3 Foundation Certification Notes: Service Management as a Practice 2. ITIL v3 Foundation Certification Notes: Service Strategy 3. ITIL v3 Foundation Certification Notes: Service Strategy [2] 4. ITIL v3 Foundation Certification Notes: Service Design 5. ITIL v3 Foundation Certification Notes: Service Design [2] 6. ITIL v3 Foundation Certification Notes: Service Design [3] 7. ITIL v3 Foundation Certification Notes: Service Design [4] 8. ITIL v3 Foundation Certification Notes: Service Transition 9. ITIL v3 Foundation Certification Notes: Service Transition [2] 10. ITIL v3 Foundation Certification Notes: Service Operation and Functions 11. ITIL v3 Foundation Certification Notes: Service Operation [2] 12. ITIL v3 Foundation Certification Notes: Service Operation [3] 13. ITIL v3 Foundation Certification Notes: Continual Service Improvement 14. ITIL v3 Foundation Certification Notes: Last Minutes Revision Notes ITIL v3 Foundation Certification Notes: Service Management as a Practice Why IT Service Management is needed? * Higher IT service quality is always required while fewer resources are available * Users are not interested in the processes / technology, rather they just need to utilize the service to achieve business goals * As users are usually not directly responsible for the costs of IT services, they would endlessly request more and more IT services with higher and higher standards / quality * Changes to business...
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... The meeting was scheduled to start at 2 p.m. and when I arrived five minutes early, I found that everyone had already arrived. The meeting started on time. The unit is a department of Nationwide Insurance and their focus is processing medical payments for members who have suffered injuries in accidents. The number one focus for the unit is providing excellent customer service while exemplifying the core values of the company. The Med Pay unit is long-term and in fact, will be expanding to add two more teams which will include a bi-lingual unit. The manager passed out an agenda at the beginning of the meeting and was successful in keeping to it. She was the primary facilitator of the group, but introduced a guest speaker from the Special Investigations Unit who discussed fraud indicators in medical claims. The SIU agent answered questions from team members after her presentation. After the SIU agent left, the group discussed the new software that Nationwide will be using this summer and the current classes available to employees to help prepare for the transformation. They also discussed customer service...
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...Introduction Queen Mathilah intention (Vision) of raising the Putnam international airport’s quality of services and customer service can be envisaged as the first step in the right direction. From the historical data and surveys gathered it is evident that the airport is missing the targets set by industrial benchmarking of Key Performance Indicators (KPI) and passenger survey results further fortify the above issue. The good thing is that Putnam airport authorities have access to objective numerical data on performance, benchmarked against industry averages, so in other words it means what can be measured can be improved as we can gather the insight on where we stand and where we want to reach. In the capacity of director of operations, operational efficiency improvement and raising the customer satisfaction index (CSI) would have been my primary and most important KPI. For some reason the direction from Director General comes as an expected call, the challenges around the Putnam airport seems to be systemic in nature. Following the deming cycle of Plan Do Check Act, the following steps would be taken to improve the overall efficiency of the airport. In the planning phase, the attention will be focused on forming teams with clear accountability, regular updates plan and agreed plan of action. The tasks will be distributed as per the skill, capability and interest of the management staff, this also keeps them motivated towards achieving the desired goals. Some of...
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