...meeting customer expectations? All else being equal, a company’s goal is to meet customer expectations better than its competitors can. Given the fact that adequate service expectations change rapidly in a turbulent environment, how can a company ensure that it stays ahead of competition? The adequate service level reflects the minimum performance level expected by customers after they consider a variety of personal and external factors (Figure 3.6), including the availability of service options from other providers. Companies whose service performance falls short of this level are clearly at a competitive disadvantage, with the disadvantage escalating as the gap widens. These companies’ customers may well be ‘reluctant’ customers, ready to take their business elsewhere the moment they perceive an alternative. If they are to use service quality for competitive advantage, companies must perform above the adequate service level. This level, however, may signal only a temporary advantage. Customers’ adequate service levels, which are less stable than desired service levels, will rise rapidly when competitors promise and deliver a higher level of service. If a company’s level of service is barely above the adequate service level to begin with, a competitor can quickly erode that advantage. Companies currently performing in the region of competitive advantage must stay alert to the need for service increases to meet or beat competition. To develop a true customer franchise...
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...company a much wider and international presence in the market. Overseas and locally herbal supplements are very popular, however is undoubtedly obvious that the main target market are those looking to “live well” (the company’s motto)( "GNC: Vitamins, Supplements, Minerals, Herbs, Sports Nutrition, Diet & Energy and more - We're committed to exceeding your expectations."). The target market of active young adults is a perfect market for this firm seeing as most products are expensive and require a resupply every month, and since these products supplement a lifestyle, most of GNC’s customers see these expensive products as necessities and not luxury goods. The nutrition industry is a multi-billion dollar industry and in 2010 generated just shy of $30billion. That same year, $1.8 billion of that pot went into GNC’s pockets. (CITE) GNC holds only about 6% of the industry but has a fairly steady growth rate and expects to control roughly 10-12% within the next few years.( "GNC Prospectus Summary.") This company is obviously gunning to be an undisputed industry giant, but to do so GNC has to focus on the customer relationship it builds with each customer, especially if they are truly trying to sell a lifestyle change. GNC helps persuade new consumers into spending more and faithful consumers to return by pushing their “Gold Card Program”. This is program that...
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...management of the store including the sales, financial, operation, and human resources to ensure maximum profitability. Sales Representative: Responsible for ensuring a great customer experience and maximum profitability. Performs various sales and register transactions and aids in controlling shrink through customer interaction. Performance Management Performance management is the process by which an organization ensures all employees are aware of the level of performance expected of them in the assigned role. This is including individual objectives and overall organizational objectives including improving productivity, employee growth, and time management. Performance management is a cycle of planning, executing, monitoring, analyzing, and forecasting. The systems are set up as a goal for each member of the team to achieve their personal goals and company standards that are expected. Performance management comes into factor on a daily basis with the Store Manager through constant communication on the daily business outcome and the results of the entire team. The sales associates’ knows what the daily expectations for the volume of the day and uses daily communication to notify the rest of the team. Store Manager’s lead by example and ask the right questions when the daily expectations are not achieved and review what the possible reasons for the negative results are and how to succeed going forward. The company does have performance management systems in place...
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...Future Elements and Future Quality? Quality involves meeting or exceeding the customer’s desires or expectations and can form from products, services, people, processes, and surroundings (Goetsch & Davis, 2010). Most will judge the quality of services, people who provide the services, response time, price, environment, and overall satisfaction. Many different individuals have brought useful information to form total quality including Deming, Juran, and Crosby. Today all elements from total quality management are useful to help the organization meet the customer expectations and employee satisfaction. Total quality is about continuous improvement of the quality of services, products, processes, people and the environment (Goetsch & Davis, 2010). Total quality has 11 critical elements that helps grasp total quality within the whole organization. First it is important for an organization to have a strategic base that includes a vision, mission, broad objectives, and actions that will accomplish the broad objectives. Customer focus also is important which looks to satisfy both the internal customers work together within the organization surrounding the quality of product or services and external customers value the level of quality of the delivered products or services. Next obsession with quality comes when a company becomes obsessed with exceeding or meeting the customer’s expectations. Basically an organization will believe that there is always room for improvement...
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...quality elements made the pioneer successful. In addition, explain why the elements of quality are useful in today’s environment. The final portion of this paper will cover what to foresee about the future of quality. According to Geotsch and Davis, 2010, “quality may be viewed differently from a consumer’s perspective; it means meeting or exceeding customer expectations. Total quality is an approach to doing business that attempts to maximize an organization’s competitiveness through the continual improvement of the quality of its products, services, people, processes, and environments” (Geotsch & Davis, 2010 p. 4). A clear focus on customer needs is to continually improve and innovate all processes, services, and products. Such as effective empowerment and recognition of individuals under a team involvement approach. Sound planning for quality with fact-based decision making, variability reduction, defect prevention (Wadsworth, Stephens, & Godfrey, 2002, p. 31). In essences, a dynamic state associated with quality products, services, people, processes, and environments are the key measures to meet exceeding expectations that help produce superior value. The total quality concept as an approach to doing business began to gain wide acceptance in the United States in the late 1980s and early 1990s. Quality pioneers incorporate total quality elements made...
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...Pearson, Wendy Hirsh and Susie Constable January 2010 Exceeding Expectation: the principles of outstanding leadership 2 Exceeding Expectation: the principles of outstanding leadership Contents 1. Overview 3 2. Leadership for our times 7 3. Object and methodology 8 What we did 9 4. Analysis of leadership capabilities 12 Vision 12 Creating an environment 14 Forming relationships 17 The use of Power 21 Leading performance 23 Understanding self 30 Communication 32 Contextual factors 39 Summary 44 5. What sets outstanding leaders apart 51 Think systemically and act long term 51 Bring meaning to life 55 Apply the spirit not the letter of the law 61 Grow people through performance 65 Self-aware and authentic to leadership first, their own needs second 68 Understand that talk is work 74 Give time and space to others 78 Put ‘we’ before ‘me’ 82 Take deeper breaths and hold them longer 85 Summary of the nine themes 89 6. The wall of nuance 92 7. Contacts 96 List of Figures and Tables Figure 1: The focus of leadership theory over time 8 Figure 2: A representation of the coding frame broken into key categories 10 Figure 3: Summary differences between good and outstanding leaders 50 Figure 4: the three organising principles of outstanding leadership 95 Table 1: A breakdown of the interviews conducted with leaders, direct reports and line managers 10 Table 2: Key differences between outstanding and good leaders 45 10 Exceeding Expectation: the principles of outstanding leadership 3 Leadership...
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...photocopiers and printers. • Develops, maintains, and monitors procedures for all server backups. • Maintains excellent communication with the IT Manager on all tasks and projects. You should design a table for this area that include columns: No, duties, weight, core, comments. 3. Key result areas (KRAs) of IT Systems administrator Using the 4-point scale below, please assess your employee performance in the following areas: • 4 – Performance was always successful, consistent and respectable and at times clearly superior and exceeding standards. • 3.5 – Performance was at most times clearly superior and exceeding standards. • 3 – Performance was successful, consistent, and respectable in every regard with few exceptions. • 2.5 – Performance at times was inconsistent and did not meet standards. • 2 – Performance at most times was inconsistent and did not always meet standards. • 1 – Performance was overall unsuccessful and unacceptable with regard to expectations and the requirements of the position. Then, you can create a table with columns: No, KRAs, weight, performance score, descriptions. 4. Job objectives of IT Systems administrator List the objectives you set out for your staff (IT Systems...
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...Deloitte is the largest professional services network as well as stands one of the big four professional services firms. Deloitte provides services such as audit, tax, consulting, financial advisory and enterprise risk.1 The mission statement states: “The professional services firm that consistently exceeds the expectations of our clients and our people”2 To prove its credibility, Deloitte claims to have examples of clients, people and sections of society where the firm have helped achieve remarkable goals, solve complex problems or make meaningful progress. All three are indicators of performance that can exceed client expectations. Also, the firm prides in its beliefs, behaviours and fundamental sense of purpose as one of the key elements...
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...PMI/ACA/03/ASC(14)/001Rev. No.:0PGSMASSIGNMENT COVERSECTION A: PERSONAL PARTICULARS (PLEASE USE BLOCK LETTERS) SECTION A: PERSONAL PARTICULARS (PLEASE USE BLOCK LETTERS) Programme | MBA PGSM | Module Subject: | OPERATION MANAGEMENT | Module code: | OPS 600 | Name of Lecturer: | DR. JEREMY TAN | Assignment title: | ASSIGNMENT 1 – INDIVIDUAL(4979 words) | Assignment Submission date | Name of Group Members | Extension date agreed (Written approval from Mantissa office) | Actual Late submission date | 10TH MAY 2014 | NGU PEI PEI @ PEGGY MBA-S1404-0432 | N/a | N/a | Explanation for Late submission (if applicable) | N/a | Interim mark awarded | | IMPORTANT: | 1. All completed assignments must be accompanied by PGSM front cover sheet when submitted. 2. Students are required to submit their work through MORE Portal to ensure the originality of their work. 3. All references must be fully cited in Harvard/ APA notation. 4. Plagiarism in any form will result in severe penalties. 5. Work submitted within up to 7 calendar days late = 10 marks subtracted. 6. Work submitted up to 10 calendar days late = 20 marks subtracted. 7. Work submitted more than 10 calendar days late = 1 marks awarded. | Declaration: I declare that a) No part of this assignment has been copied from any other person’s work except where due acknowledgement is made...
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...turnover. 5. Not knowing what’s Going On. 6. Team member Not fit for the Job. 7. Members Don’t know the project ..technology or information dealing with. 8. Dad environment. 9. Un-productivity. 10. User Commitment. Customer risks: Description & Possible mitigation strategies: It might occur sales resistance (existing custom might not shift to the new brand of bottler water). Mass advertisement to win confide/trust in new product. • dissatisfy the customer - by not fulfilling needs and/or expectations • satisfy the customer - by satisfying needs and meeting expectations • delight the customer - by exceeding their expectations in some way. In today's fiercely competitive business environment, customer loyalty is a key success factor. Transition risks: Description & Possible mitigation strategies: Business design risk, centralise / decentralise management, company culture different. Mechanistic/ organic structure. Technology shift, new business manufacturing procedure will upgrade to new standard. Competitor risks Description & Possible mitigation strategies: Competitors also target the same non-alcoholic drink that ABL has identified and offer good quality and branded products that are more easily to reach the their end customers. Mass...
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...CUSTOMER SATISFACTION Customer satisfaction is the individual’s perception of the performance of the product or service in relation to his or her expectation. Customer satisfaction is a key metric for banks to assess how effectively the web furthers their objectives of customer acquisition, retention and increased share of wallet.To assess the role of the online channel in meeting the needs and exceeding the expectations of customers. As banks have aggressively pursued multi-channel strategies, the online channel is growing in importance and adoption. Consumers want a personalized, integrated online channel that caters to their many financial management needs, including: One view of their total financial picture including anytime, anywhere access to account summaries and details, simplified tracking and progress toward achieving specific goals that they can establish, and the ability to make any type of payment from any account they choose on the date of their choosing. Tools, training and support to assist with both short and long-range goals like savings strategies, debt reduction and money management, as well as access to others’ opinions and experiences, that help them make intelligent choices and alerts and reminders that keep them on track. A financial partner and advisor who helps their customers achieve their financial goals and who proactively advises them on how to improve their financial situation. Online banking households are more challenging customers, though...
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...reaching and exceeding customer satisfaction through six sigma 3. To train more skilled and motivated employees to match the expected changes of the organization’s operations III. ALTERNATIVE COURSES OF ACTION a. Strategic planning and systematic evaluation for final tests of products Advantages: * It provides a regular evaluation of company operations and directions, with opportunities to make improvements to actions, activities, and strategies, and most of all, it is very efficient in reducing cost. Drawback: * it will take time and is hassle to accomplish b. Assessment on the costumers preferences if it fits to the company’s Advantage: * It will help the company decide well if their innovations brought good effect to their company and if it meets what customers’ preferences. Drawback: * It consumes much time and cost c. Evaluate skilled workers if they match the changes in performance and motivation Advantage: * will be very useful to ensure they qualify and follow certain standards Drawback: * some employees might be found not productive and contributing enough IV. CONCLUSION I conclude that the company needs to get an overall picture in reducing their cost while focusing on the performance of the whole workforce. They should capture failures in a more timely and cost-effective manner, conduct team evaluation, which is a very effective method of determining whether the company has met the overall goals. Exceeding expectations...
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...Case Study 1. Describe In-N-Out in terms of the value it provides for customers. In-N-Out has really achieved in building customer relationships. In fact, it is mentioned that its customer satisfaction scores are the highest compared to any fast-food restaurant in its market areas. The average per-store sales for In-N-Out eclipse those of McDonalds and are double the industry average! The fact that there are “secret menu” items I believe adds a customer lifetime value. It has kept customers coming back and has made them share the secrets to their friends from word of mouth. 2. Evaluate In-N-Out’s performance relative to customer expectations. What is the outcome of this process? Satisfied customers buy again and tell others about their good experiences. When people go to In-N-Out burger, they expect quality, from the slogan “Quality you can taste.” Their performance has been so successful that hey have never changed their formula. More importantly, they have never changed their menu. For In-N-Out, quality food means fresh food and they have lived up to their name. The outcome of them having great customer satisfaction has led them to have the highest scores. 3. Do you think In-N-Out should adopt a high growth strategy? Why or why not? In-N-Out should stick to its slow growth strategy. They have been the exception to all of the rules and they have been extremely successful, exceeding everyone’s expectations! I agree that its scarcity adds to its allure. The fact that it is...
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...CHAPTER 03 Customer expectations of service L EARNING O BJECTIVES This chapter’s objectives are to: 1 Recognize that customers hold different types of expectations for service performance. 2 Discuss the sources of customer expectations of service, including those that are controllable and uncontrollable by marketers. 3 Acknowledge that the types and 54 sources of expectations are similar for end consumers and business customers, for pure service and product-related service, for experienced customers and inexperienced customers. 4 Delineate the most important current issues surrounding customer expectations. Importance of customer expectations CASE STUDY: CUSTOMER EXPECTATIONS OF VIRGIN TRAINS V irgin Trains is a brand that has had the major challenge of bringing the UK rail industry into the twentieth century. The company is responsible for linking towns and cities across the length and breadth of the country with over 35 million passenger journeys each year. It has therefore undertaken a significant level of marketing research to identify what people expect from train travel. Many passengers have now had the experience of travelling on airlines or on overseas railways and as a result their expectations from long-distance train travel have increased. The research has highlighted the significant and highly diverse expectations that customers have of train travel. No longer is a seat and access to toilets and basic refreshments...
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...and are looking to expand. The marketing strategies outlined by the CEO are to obtain: ● Increased sales from $15million per year to $20million per year in the next three years. ● Increase our loyalty customers list from 10,000 to 15,000. ● Establish brand recognition in Brisbane so that at least 1 in 3 people recognise our brand in a random survey taken in 18 months’ time. To accomplish the above listed objectives, they strategies the students have chosen are: 1) Establishing a Joint Venture 2) Current profit maximisation 3) Market-Share Leadership To choose Market Skimming Pricing or Price skimming, for current profit maximisation, Houzit Home wares is in a position to ‘skim’ revenues layer by layer from the market. In order to achieve the sales of an extra $5 million from the market, Howzat Home wares can use this strategy to achieve its goals of maximising profit. For example, by discounting a particular products price-instead of advertising outside and lose money, by marketing to the loyalty program customers (txt, e-mail, snail mail etc.), Howzat Home wares can get these customers to come into the store and probably make another purchase, not just the discounted product. This strategy could in-turn increase the customer loyalty program and bring more customers into the store to join up, and purchase more products. For Market Share Leadership, Howzat Home wares can use this strategy by setting price based on buyer’s perceptions of value, rather than the sellers...
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