...ON INTERNAL AND EXTERNAL CUSTOMERS WITHIN AN ORGANIZATION. THE ORGANIZATION IN THIS PAPER IS DEDICATED TO TRAINING THEIR EMPLOYEES, INTERNAL, AND EXTERNAL CUSTOMERS WITH THE MAXIMUM AMOUNT OF INFORMATION NEEDED IN ORDER TO PROVIDE THE OPTIMUM LEVEL OF KNOWLEDGE OF ALL NEW TECHOINLOGIES THAT ARE AVAILBLE. FURTHERMORE THIS PAPER WILL DISCUSS HOW THE ORGANIZATION INTRODUCES NEW TECHNOLOGY PRODUCTS, THE WAYS THE NEW TECHNOLOGY PRODUCTS ADD VALUE, THE SUPPORT PLAN THE COMPNAY HAS FOR THEIR CUSTOMERS, AND THE NEW TECHNOLOGY PARTNERSHIPS ENHANCE CUSTOMER EXPERIENCE METHODS. Introduction of Product(s) to Customers Iintroducing new products to internal and external customers it is extremely important. An implementation plan defines the process of who, what, when, where, and how of implementation (Regan & O’Connor, 2002). The effect of holding a meeting where all employees, invited internal and external customers are in one place to hear and see a presentation is the best way to introduce new products. This format in my compnay is called a town hall meeting where it is an open communication format for all employees and invited quests to understand essentials of the new technology. Providing all employees and invited guests with detailed knowledge and answers to their questions allows them to to better communicate and provide superior customer service ensuring the customers want to come back. This town hall meeting provides an environment where internal and external customers are...
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...form of e-businessor another such as e-procurement. The effect of e-business and in particular e- procurement on internal customer service is being addressed in this study because e- business and internal customer service are all important issues in today’s globalisedworld which is characterised by stiff competition among organisations.One of theResearch suggest that e-business activities bring three types of benefits to theorganization: value benefits (perceived by both buyers and sellers as a result of reducedsearch and costs), revenue benefits (allowing the organization to exploit newopportunities such as disintermediation, free service, etc.), and logistics benefits (finding the proper position in a supply chain).Procurement is an important part of the supply chain and does not only affect external stakeholders but also internal stakeholders. This entails that it has potential to add value not only to the external side of the supply chain but also to the internal supply chain. The electronic application of procurement (e-procurement) has had many benefits to organizations such as cost savings and profits. It thus makes it an important area of study and this particular study addresses how e-procurement is affecting internal customers in organizations and goes further to determine how external customers are affected by Internal Customer Service. Internal customers refer to department’s andindividuals who are supplied with goods and service by other departments and individuals...
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...Case Study Internal Customer Attitudes Student: Date of Submission: Lecturer: Course: Customer Service Management Case Study Internal Customer Attitudes As products and services of various competing interests become increasingly equal in terms of price and quality, organisations have realized that ultimately the deciding factor in increasing or maintaining loyal customers is the commitment of an organisation to customer service strategies such as Total Quality Management (TQM). Dr Karl Albrecht and Ron Zemke have suggested in their research that, “the way employees feel is ultimately the way your customers will feel...” This case study explores the impact that an organisations customer service strategy has on the attitudes of its internal customers as well as how this dynamic ultimately allows the organisation to respond to the external customer’s wants, needs, and expectations. In analysis of the given case study we are confronted with Pam, a low level employee with limited responsibilities, a relatively small area of influence within the organisational structure of the business, and no actual physical contact with the external customers. Given the extremely limited contact that Pam has with external customers it might be assumed that customer service is an area within the organisation that she has no involvement or necessity to be involved. The problems of this assumption are readily evident in that Pam and the organisation have only acknowledged...
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...Course Session 2: Strategic Marketing Planning Session 3: Market Analysis (1) – The Internal and External Environment Session 4: Market Analysis (2) – Buyer Behaviour DEVELOPING DOMESTIC MARKETING STRATEGY Session 5: Strategy Development Session 6: Segmentation, Targeting and Positioning Session 7: Marketing Mix (1) – Product and Price Policy Session 8: Marketing Mix (2) - Distribution and Communications Policy Session 9: Student Presentations (Project Stage 1) STRATEGIC MARKETING CONSIDERATIONS AND IMPLEMENTATION Session 10: Developing and Maintaining Long-Term Customer Relationships Session 11: Marketing Implementation Session 12: Marketing Control Session 13: Student Presentations (1) (Project Stage 2) Session 14: Student Presentations (2) (Project Stage 2) and Class Revision Key Learning Objectives : Develop capacity to analyse a situation/environment and identify/integrate relevant information Design and implement a marketing plan in coherence with the organisation’s strategy and environment TODAY’S SESSION • Review of last session • Market Analysis • • • • Student presentation Conducting a situation analysis The internal, customer and external environment Collecting Marketing Information and Data • In-class exercise 3 REVISION OF KEY CONCEPTS FROM LAST SESSION 4 MARKETING PLANNING Marketing planning is the structured process of determining how to provide value to customers, the organization, and key stakeholders by: 1. 2. 3. Researching and analyzing...
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...1. Using examples, explain what is meant by internal and external drivers for change. With globalisation it is an important to have clear concept about business management. Business environment is the totality of all such factors which influence the working and decision making of a business organisation. Business is a commercial enterprises ventured into secure maximum possible profit and to give best services to the public. These are things, events or situations that occur the way a business operations, either in a positive or negative way. This can be called driving forces or environmental factors. They are; I. Internal driving forces Internal driving forces, which are the things, situations or events that are occurred inside the business and these generally under control of the company. The main internal driving forces are given below; (a) Technological Capacity The new discoveries make the old one obsolete. The business community has to keep itself abreast with the technological changes. And it is also an important aspect as it shapes the business operations in the long run. Today the scientists are working on such technologies which will change the entire production process. The company is not running without most modern technology, they cannot competent to others (b) Organisational Culture Organisational behaviour can be defined as the systematic study of the behaviour and attitude of both individual and group within the organisation. Organisations...
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...Internal and External Stakeholders The job of a business consultant is nothing new in America. In fact, business consulting has a long history in our country. In the year of 1890, Fredrick Winslow Taylor was the first individual to start a profession as a business consultant. He called this type of business scientific management. He had the responsibility of serving “many prominent firms, ending with the Bethlehem Steel Corporation, where he implemented production planning, real time analysis of daily output and costs, and a modern accounting systems” (PBS.org). To the date of this paper many organizations have to involve a consultant or consulting company to help with dilemmathat may arise at no fault of their own. In this paper the author will first, explain the business scenario faced by Best Game Productions. Second, identify the organization’s internal and external stakeholders. Third, explain how the business scenario at Best Game Productions affects multiple internal and external stakeholders. Fourth, identify the needs, motivations, and perceptions of each stakeholder. Scenario Faced by Best Game Productions Based upon the information provided Best Game Productions produced and advertised a sequel game. The company decided to release this game during the holiday because of higher profits during this time of the year. Best Game Productions have been trying for two years straight to release this video game to it’s customers. This game development was completed on time...
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...Internal and External Factors Team Paper Preparing for internal and external factors play a huge role in the success of a company like Amazon. A well-implemented plan takes into account all facets, realizing them when needed. Internal factors are controllable within the walls of the enterprise such as procedures and policies, the culture of the business, and compensation. External factors define the uncontrollable components beyond the companies’ authority; competitors, the market force, regulation set forth by government agencies, the economy and customers. Internal Factors Leading Function of Management The leading function of management means to lead the organization; strategizing a continual plan that takes into account both internal and external factors for when they may need implementation. Amazon continually updates their future plans and possible markets. Amazon has not remained stagnant internally. Uniquely qualified in the internet market to sell goods they excel by leading the company to exponential growth through those opportunities. Controlling Function of Management Competent controls achieve the realization of managerial plans and strategies. The controls or policies for an organization accomplish their goals. They create the results of the organization by directing employee efforts. A breakdown in effective controls defeats managerial plans; inadequate controls have the same effect. The shipping of products offered on Amazon represents the control...
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...STR 581 WEEK 3 EXTERNAL AND ENVIRONMENTAL ANALYSIS A+ Graded Tutorial Available At: http://hwsoloutions.com/?product=str-581-week-3-external-and-environmental-analysis Visit Our website: http://hwsoloutions.com/ Product Description PRODUCT DESCRIPTION STR 581 Week 3 External and Environmental Analysis, Introduction The organization considered in the present situation is Verizon Wireless. An environmental scan of this organization is to be carried out. Regarding the environmental scan, there are certain points which are to be taken into consideration. The most important environmental factor, in the industry shall be considered. Most important internal strength and weakness of the organization shall also be considered. Competitive position and possibility of organization and its organizational structure shall be included in the present paper. Most Important External Environment Factor Here, most important external environment factor of Verizon Wireless is to be taken. For Verizon Wireless, most important external environment factor in industry is the factor of competition. The organization does face a lot of competition from other organizations. Verizon Wireless is the second US telecom service provider after AT & T. The top competitors of this organization are AT & T, T-Mobile US and Sprint Corporation. These organizations have an important place in the market (Jones, 2012). Regarding these organizations, Verizon Wireless has to ensure that it provides high...
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...5. Internal marketing. Employees as internal customer are important as external because they who deliver the service and business vision and values. So, we should aligned employee values with customer values to get progress “the more the values of the staff and consumers concur with brand values the more likely the brand is to succeed.” (Walton Hall & Milton Keyenes, 2000). Thus, we have to work on the same values and make it easy for our staff as well. In other words, the Internal Marketing concept deeply aim to treat employee like customers and connect them emotionally with the brand "internal marketing is used to refer to the activities an organization must implement in order to woo and win over the hearts and minds of its employees...
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...Customer service excellence Introduction Organizations are increasingly beginning to recognize that to deliver superior service they must instill a sense of pride in their internal customer (employees) and motivate them. How to influence employee behavior through internal marketing is very important for organization get success in the external marketing. However, now economic environment means that it is something no company can afford to ignore (Mortimer, 2011). This essay will be evaluating the role of internal marketing in ensuring the delivery of excellent customer. And suggest ways in some companies like TESCO, Enterprise and FedEx can successfully engage and motivate staff. Such as: internal communication, empowerment, and motivation. Also discusses the relationship between internal marketing and internal marketing, and how does it could enhance the external marketing. Internal marketing Internal marketing is a means of involving staff at all levels in effective marketing programmers by enabling them to understand their role within the marketing process (http://www.slideshare.net/engineer_Sood/internal-marketing-presentation). A key premise underlying Berry’s (1981) ‘employees as customers’ concept in internal marketing is that similar to external customers, internal customers desire to have their needs satisfied (Ahmed and Rafiq, 2003: 1177). Internal marketing theories state that the business emphasizes the importance in employee need satisfaction, and approaches...
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...manufacturing site in regards to the cost associated in making quality products. 1. Internal failure cost - This is the cost found on defects before it is delivered to the internal or external customer. 1.1. External failure cost – This is the cost associated for defects found after they are delivered to the internal or external customer. 2. Appraisal costs – This is the cost associated in maintaining a quality standard or program. 3. Prevention costs – This is the cost associated with keeping both appraisal cost and internal/external cost to the lowest level. A great example of internal/external cost would be the impact to our internal customer in dollar terms of the quality defect, I.E machine downtime because of a bad part damaging a machine. A great example of appraisal cost would be a inspection process we maintain to ensure quality product for our external customers and the cost of the people doing the inspection. A great example of prevention costs would be in the wages we pay to the engineering team for ensuring a quality designed product. Now I will evaluate the three types of cost considering the tradeoffs within our manufacturing plant. Internal failure cost is high for failures due to the disruption that occurs to our downstream customers. You have to have quality product to maintain proper flow to have the lowest cost for the completely finished good. External failure cost is high due to the impact complaints have on our brand and the perception...
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...Scan Paper Environmental scans are critical to have in the business industry. An environmental scan is an examination of the internal and external environment of the organization. It is necessary to conduct an environmental scan in order to determine the organization’s goals and what steps to take to reach those goals. Environment scanning is processed to determine development and forecasts of elements that will influence the success of the business. According to an article by (Environmental Scanning - Internal & External Analysis of Environment, 2013). Environmental scanning refers to possession and utilization of information about occasions, patterns, trends, and relationships within an organization’s internal and external environment. Organizations can identify any competitive advantages with an environmental scan. The environmental scan can also help guide in creating a business strategy in which it will help add value to the company and overcome competition by identifying opportunities and minimizing threats. Internal and External Environments Organizations should focus first on the internal analysis of the environment. Internal scan involves observation of teams, employee interaction, brand awareness, organizational structure, operations, training, etc. The internal analysis helps to identify strengths and weaknesses of an organization. Internal factors can be controlled by the business; some factors include business image, reputation, management structure, staff, brand...
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...Analyzing Messages COM/470 Communicating in the Virtual Workplace April 30, 2010 Recently, I receive an email from one of managers for one of my small businesses about insuring our vehicles. The sender of the email forwarded me information about the company Allstate rates to insure the vehicles. I preferred that we stay with Geico, however the sender disagreed with my choice. We collaborated through the several emails; however we did not achieve much until I sent an email on discussing Geico’s background. I explained that Geico has a total rewards program that aligns with the basic total rewards program that is pay and benefit package, work-life balance, performance and acknowledgment, plus growth career opportunities. This set up was designed and implemented to mirror how the government was operating and that I was intrigued by how the company operated. The way Geico was structured it developed and promoted internally. They used this technique at Geico to develop well knowledgeable employees as well as maintaining a low employee turnover ratio. These principles help develop the company that people see today. With this approach, I was inspired to do business with Geico. Further, I communicated to the sender that when reviewing Geico's rates and comparing it to its competitors. Geico rates were competitive to its competition like State Farm and All State. I further communicated to the sender; the company’s sales team must therefore have knowledge and understand...
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...Antoinette Bias MGT/230 Week 2 September 1, 2014 Erica Richmond Internal and External Factors Management is impacted by the external and internal factors of technology, globalization, ethics, diversity, and innovation. For the Walmart Corporation, the internal and external factors are applied towards maintaining their position as a leading retailer. A comprehensive strategic plan includes a situational analysis that considers internal strengths and weaknesses. Walmart’s current strengths and weaknesses provide a wealth of insight helpful in accomplishing internal goals and internal analyses can provide advantages for achieving external goals, as well. External opportunities include things such as gaps in the market that no company is currently serving, new markets and other clear growth opportunities. External threats include new product releases from competitors and new competitors arising in the market. Globalization Globalization is a process of interaction between companies, people and governments of different nations. Investments and international trade guide this process. Information technology is also an important part of this process. Environment, culture, economic development and political systems are all effected by globalization. Many think globalization is a new process but quite the contrary. For many, many years’ people have been buying and selling...
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...services through the 7,000 retail stores within the United States. CVS has also expanded its business to include pharmacy benefit management, mail order as well as specialty pharmacy division, Caremark Pharmacy Services, a health clinic that is retail based, the Minute Clinic and an online pharmacy. CVS is the largest company that has its operation solely in the United States. In 2013 CVS Caremark was number thirteen on the Fortune 500 list of largest companies in the United States. Internal and External Factors that influenced the organization As with many organizations, there are several external and internal factors that affect the business. An internal factor can be defined as the internal communications of the business. The internal communications of the business forms the culture of the business. The culture of the organization includes the interpersonal relationships, training materials, newsletters, philosophical statements and policies (www.smallbusiness.chron.com 2013). Internal communications keeps the employees informed. These communications also help build the morale of the team. The culture of the organization is very important as the employees like to feel important. Employees also like to know that the work being performed is being recognized. It is very important...
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