...Control limits: the upper and lower bands of a control chart Types of charts * Attributes: * p-chart: uses the proportion defective in a sample. * c-chart: uses the number of defective items in a sample. * Variables: * (Mean) x-chart: uses the process average of a sample. * (Range) R chart: uses the amount of dispersion in a sample. 2) SPC Applied to Services * A service defect is a failure to meet customer requirements. * Quality characteristics and measurements (determine by surveys, questionnaires, or inspections). * Examples of variable measures used in services * Waiting time and service time * On-time service delivery * Accuracy * Number of stockouts (retail and distribution) * Percentage of lost luggage (airlines) * Web site availability (online retailing or technical support) * Hospitals * timeliness and quickness of care, staff responses to requests, accuracy of lab tests, cleanliness, courtesy, accuracy of paperwork, speed of admittance and checkouts * Grocery stores * waiting time to check out, frequency of out-of-stock items, quality of food items, cleanliness, customer complaints, checkout register errors * Airlines * flight delays, lost luggage and luggage handling, waiting time at ticket counters and check-in, agent and flight attendant courtesy, accurate flight information, passenger cabin cleanliness and maintenance * Fast-food...
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...Introduction 1. Banking industry and financial sector Within the global banking industry, financial sector is an important part of overall global economy and is primarily composed of banking institutions, money markets and financial brokers. This sector is considered as a vital component of developed economies such as the USA, UK, Switzerland and Japan. The definition of a retail bank as described by the banking industry is that it operates within the financial institutions offering services such as adjustable rate mortgages, financial derivatives, bank credit and debit cards, electronic banking etc. Theses organizations are also regulated and controlled by industrial standards’ legislation and regulations that should be adhered to, in order to successfully operate in the industry (Bennett Kottasz, 2012). However this sector, that plays a key role in economic integrations of countries (Winder, 2013), had recently shown signs of distress mainly due to uncontrolled lending and unwarranted risk-taking activities (Habib, 2013). In addition, there had been a lack of transparency. Incidents within last decade such as Lehman Brother collapse and financial meltdown of 2008, created lots of ambiguities in understanding banks risks from imitative trading and therefore unwillingness of any bank to trade or lend to any of the bank. In particular these incidents create an uncertain situation where it is difficult to speculate which particular financial organization might unexpectedly...
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...Baron and David Besanko Stanford University and Northwestern University April 1998 Abstract This paper addresses the interplay of strategy, organization, and incentives in a global company. The basic framework takes one step further Chandler’s perspective that structure follows strategy by incorporating incentives chosen in response to both strategy and organization. The analysis of these three components of corporate policy is guided by a model of organization developed in earlier papers (1996, 1997). The perspective is that strategy is based on matching opportunities and capabilities. Capabilities reside in an organization’s shared know-how, and organization structure serves to mobilize a firm’s capabilities in pursuit of opportunities. How organization structure mobilizes capabilities depends on the complementarities among its activities and the pattern of spillovers that underlie its capabilities. When the activities include both complements and substitutes, and when the pattern of spillovers is complex, a mUlti-dimensional organization is required to manage the interrelationships. In multi-dimensional organizations the incentive system is crucial in animating the organization by directing effort to those activities that generate favorable spillovers and exploit complementarities. This framework is used to evaluate the strategy, organization, and incentive system of Citibank, which has ‘an explidit and evolving ‘global ‘business strategy that includes the strategic choice...
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...A PROJECT REPORT ON OPPORTUNITY OF NON-FUEL SERVICES IN INDIA CERTIFICATE OF ORIGINALITY This is to certify that the project titled “Opportunity of non-fuel services in INDIA” is an original work of the student and is being submitted in fulfillment for the award of the Masters Degree in Business Administration of INDIRA GANDHI NATIONAL OPEN UNIVERSITY. This report has not been submitted to any other institution for the requirement of a course of study. SIGNATURE OF SUPERVISOR SIGNATURE OF THE STUDENT CERTIFICATE FROM THE GUIDE Material obtained from other sources has been duly acknowledged in the project report. Date: Signature of the Guide: Place: CERTIFICATE FROM THE LEARNER This is to declare that I have carried out this project work myself in part fulfillment of the MBA (Marketing) program of IGNOU. The work is original, has not been copied from anywhere else and has not been submitted to any other Institute for an award of any degree/diploma. Date: Signature: Place: ACKNOWLEDGEMENT A large number of individuals have contributed in preparation of the research report. I am thankful to all of them for their help, guidance and the support that I have received during my research work. I express deep...
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...up with a competitive business strategy, we would need to take a look at certain factors. This would determine what strategy or choice and action we would need to take in order to make the most of our resources in order to achieve a profit. We would need to take a look at the organization and take into consideration its strengths and weaknesses. We would need to take a look at what type customer we are actually serving and what their needs are. Last, we would need to take a look at our current resources and see if we would need to either add, subtract or manipulate and change in order achieve our goal. I think with Mountain Bank, I think our strength would be our capability to provide a personal touch with our tellers. If you look at the banks business demographics, Mountain Bank has 50% of the market on retail banking. That’s half of the banking business for that part of the United States. Mountain Bank would need to find a way to extend that type of service and customer touch to the other markets. I feel in order to provide that type of consistent service and benefit from it, Mountain Bank will need to invest in its employees. With investing in its number one resource, Mountain Bank will reap the benefits of consistent number one service regardless of the market place they serve. 2. Describe the types of practices a human resource professional should recommend for Mountain Bank with respect to its...
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...Airlines — are happy to trade style or comfort to get their business expedited on attractive terms. Related Charts • Discount Banks Pursue the 'Other Half' of the Market • Winning Formula • Transforming the Generalist Retail Bank For one view of what the future of the banking industry may look like, consider the airline industry, where Southwest Airlines Co. has ascended to dominance in just 30 years. While "full-service" carriers like American Airlines Inc., Delta Air Lines Inc. and United Air Lines Inc. focused on building elaborate jet fleets and "hub" systems at major regional airports, Southwest adopted a discount fares strategy based on older inner-city airports and a zeal for efficiency. To control costs, for example, Southwest re-used plastic boarding passes and handed out peanuts instead of hot meals — and passed along the savings to its customers. Today, Southwest's market capitalization is roughly seven times that of the nearest U.S. legacy air carrier. Overall, discount carriers have claimed 25% of the U.S. commercial passenger market, according to the National Institute for Aviation Research, based at Wichita State University. That share is expected to soar to 40% over the next few years. This is a harbinger of things to come in retail financial services. Operating with superior efficiency and offering various combinations of high yields on deposits, low rates on loans and low service charges, a number of large banks already fit the "discount" mold. And...
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...Problem Statement Bank of America is struggling to position their mobile banking service in the continuously changing industry. The bank already has a mobile application but is evaluating if they should add more features to this app and how this will affect their clients. Situation Analysis Company • Bank of America is the largest U.S. bank holding company; it was founded in 1904 and expanded with several acquisitions. • By the end of 2009 BoA was the leader in the market, serving 82% of the US population (over 53 M customers) and positioned number one in online and mobile banking. • Very strong and best-managed banks before the crisis which brought losses and a very strong drop in stock price. • Mobile banking was launched in 2007 and in less than 3 years they have 4 million customers using the service. Customers • Chose their bank based on low account minimums, competitive rates and convenient locations. • In 2009 10 million consumers used mobile banking and this was expected to grow to 37 million by 2014. • Customers willing to use mobile banking are not the same as online users. • Security issues, low value and cost of data access were the primary reasons why customers would not use mobile banking. • Debit card holders were the most active users because of the convenience of checking their account balances at any time. • They are reluctant to try a new banking service if it represented an extra cost and were also afraid of losing control of their finances...
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...American Eagle Outfitters, Inc.: Retail Store Analysis Company Overview: American Eagle Outfitters, Inc., a billion dollar corporation, is ranked as one of the largest retail chains in America. With their central corporate headquarters in Pittsburg, Pennsylvania, and two other corporate facilities located in New York City and Tokyo, Japan, American Eagle, Inc. operates numerous mainline stores, factory stores, franchised stores, and distribution centers across the country and the globe. Company History: In 1977, the Silverman brothers, Jerry and Mark, who owned and operated Silverman’s Menswear, a Retail Ventures, Inc. company, founded American Eagle Outfitters. Opening the first store in Novi, Minnesota, the Silverman brothers were hoping to diversify their menswear line. Several stores were opened up and a catalog was created. American Eagle Outfitters continued to grow into 1990, when a leadership change to Jacob Price led to the introduction of casual, private-label merchandise for men and women. In 1994, American Eagle Outfitters became part of the NASDAQ stock exchange, which enabled the opening of 90 stores the following year. New executives came aboard in 1996 and decided to alter the target demographics of the target market and reach more women, as well as focus on those 18-32 years of age. Shortly after, American Eagle expanded to e-commerce with ae.com. By 2000, American Eagle operated 500 stores and revenues for the company quintupled to $1 billion. The Canadian...
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...An insight view of an organization (HSBC Bank) Table http://search.yahoo.comof Contents Serial Number | Name | Pages | 01 | Acknowledgment | 01-01 | 02 | Introduction | 01-01 | 03 | Scope and limitation of the project | 02-03 | 04 (a) | Company information | 03-03 | 04 (b) | Company mission, vision | 03-04 | 04 (c) | Organizational Structure | 04-05 | 05 | Legal Barriers | 05-07 | 06 (a) | Major source of job candidates in Bangladesh | 08-08 | 06 (b) | Decruitment option | 08-09 | 07 (a) | Types of selection devices used by the organization | 09-09 | 07 (b) | Strengths and weakness of the devices | 09-09 | 07 | Employee placement | 10-11 | 08 (a) | Employee orientation program | 11-11 | 08 (b) | Types of training and methods | 11-12 | 09 (a) | Performance appraisal methods | 12-12 | 09 (b) | Pros and cons of appraisal tools | 13-14 | 09 (c) | Types of compensation | 14-15 | 10 | Conclusion | 15-15 | 1. Acknowledgement We would love to thank the following individuals who provided information and insightful suggestions for this project: 1. Md. Salahuddin Bhuiyan Finance Operation Manager, Hong Kong Shanghai Banking Corporation. 2. Noor-E-Hasnin Lecturer, School of Business North South University We owe a debt to our faculty Noor-E-Hasnin who gave us the opportunity to...
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...operations as a Scheduled Commercial Bank in January 1995. • PROMOTER HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, a strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment. • BUSINESS FOCUS HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Bank's business philosophy is based on four core values - Operational Excellence, Customer Focus,...
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...editing disabled mbagroup5 Actions * Join this WikiJoin this Wiki * Recent ChangesRecent Changes * Manage WikiManage Wiki Navigation 1. Home 2. an article about a typical Japanese Entrepreneur I like 3. Deutsche Exec Summary guest · Join · Help · Sign In · Wikispaces Remove From FavoritesAdd To FavoritesDeutsche Exec SummaryProtected * pagesubmenu o Details and Tags o Print o Download PDF o Backlinks o Source o Delete o Rename o Redirect o Permissions o Lock * discussion * history * notify me Details last edit by willzhouchuan willzhouchuan Oct 10, 2006 8:26 pm - 23 revisions hide details Tags * none Protected COVERPAGE- NAMES, id#s AND NAME OF CASE(Please add your student number after your name/thanks) Professor: Dr. Giovani J.C. da Silveira Lodge Karen Koupal Ondrej Miller Alana Ogunsola Oluseun Will Chuan Zhou (328253) Name: Case Analysis of Deutsche Allgemeinversicherung Coverletter?- Addressed to kluck, from consultants If someone can find a sample cover letter for case analysis then I can make it longer Dear Mr. Kluck; We are a 5 member consulting team from University of Calgary, Haykayne Business School and we did a very comprehensive study on Deutsche Allgemeinversicherung's PMV project and its problems, including the problem's background, the competition the company is...
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...INTERNSHIP REPORT ON Retail Banking Activities of City Bank Ltd Gulshan Branch of the year 2009, Dhaka 1 INTERNSHIP REPORT ON Retail Banking Activities of City Bank Ltd Submitted to: Syeda Shaharbanu Shahbazi Ahmed Senior lecturer, BRAC Business School BRAC University, Dhaka Submitted by: Md.Mozahidul Islam ID: 05304077 Date of submission: 20th December, 2009 2 Letter of Transmittal December 20, 2009 Syeda Shaharbanu Shahbazi Ahmed Senior Lecturer BRAC Business School BRAC University, Dhaka Dear Madam, I am glad to submit my report on the topic as you have assigned me to prepare an internship report on retail banking activities of City Bank limited of Gulshan Branch as a partial requirement of the course Bus 400. Now I am looking forward for your kind appraisal regarding internship report. You would be glad to hear that I have given my best effort to prepare the report with relevant information that I have collected from City Bank Limited, Gulshan Branch and from other relevant sources during my internship program. I have the great pleasure to have the opportunity to study on “retail banking activities” of City Bank Ltd. It is meaningful to mention that the knowledge I have gathered during the internship period, will help me in practical field of professions. In spite of various inadequacies I have tried to cover all the relevant affairs. It is quite worthy to mention that without your kind hearted guidance and cooperation it would not be possible for...
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...OM: Full Notes Lecture 1: Chapter 1 What is OM? Operations Management is the set of activities that creates goods and services by transforming inputs into outputs. Why is OM important? Text book lists four reasons: * To see how people organize themselves for productive enterprise * To understand how goods and services are provided * To understand what operations managers do * Because it is such a costly part of an organization Productivity Measurement: Outputs Produced Inputs Used Single Factor: One good over one input; ie Output/ Labour Multifactor: Output/(Labour +Material +Energy +Capital +Misc.) The controlled variables that go into productivity are: * Labour * Capital * Management Note: Quality Changes, External Elements, and a lack of Precise Units of Measure may also change productivity without managerial changes. Lecture 2: Hand Puppet Exercise Task Time: * time it takes to complete a given task Cycle Time: * time from the completion of one unit until the completion of the next unit Throughput Time: * time from the start of work at task one, until the completion of work at the final task. Realise that: A. The cycle time is a function of the bottleneck time, and therefore should be very similar in value B. Throughput time will include any wait times that occur for the product at the bottleneck C. Human nature will change the times and data D. It is the manager’s role to reduce bottlenecks...
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...GENERAL MANAGEMENT SUBMITTED TO: DR. K. ANAND REDDY SUBMITTED BY: NIRAJ KUMAR (ROLL NO.26) NIRANJAN KASHYAP (ROLL NO. 27) NITISH KUMAR (ROLL NO. 28) PHANIRAJ VARMA (ROLL NO. 29) PRATEEK KAPOOR (ROLL NO. 30) GENERAL MANAGEMENT Page 1 10 INNOVATIVE CONCEPT IN MANAGEMENT 1. Triple bottom line The triple bottom line refers to an accounting model in which environmental and social considerations are measured along with financial performance. The concept shifts corporate responsibility from shareholders' profits to stakeholders' interests. In other words, the triple bottom line focuses on anyone who is affected by organizations decisions, rather than focusing on investors. Because it includes social, economic and environmental considerations, the triple bottom line's goal is sustainability. Socially, a triple bottom line organization is characterized by fair business practices that benefit many stakeholders while exploiting none. Economically, the "profits" from the triple bottom line, including clean air, improved safety, clean water, etc., are shared by the society, as well as internal corporate profits that keep the business running. Environmentally, a triple bottom line organization works to reduce its carbon footprint and be responsible for the entire life cycle of its products. Social and environmental issues play a greater role in consumer and B2B choices than ever before. The "Green" movement was on the fringes of mainstream culture just a few years ago...
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...CHAPTER - I CONCEPTUAL OVERVIEW CONCEPTUAL OVERVIEW In modern retailing, attaining leadership and building an image in the customer's mind requires a great deal of skill and planning. Al Ries and Jack Trout long ago talked about positioning as being a 'battle of the mind'. Even today this holds true: a store brand has to break through the clutter and make an impression on the customer's mind to eventually convert the coordinated entity of the store that's in the customer's mind into a particular image. Image can be described as the overall look of a store and the series of mental pictures and feelings it evokes in the beholder. For the retailer, developing a powerful image provides the opportunity to embody a single message, stand out from the competition and be remembered. Image is the foundation of all retailing efforts. While store layout, presentation, signage, displays and events can all change to reflect newness and excitement from one season to the next, they must always remain true to the underlying store image. Studies indicate that a retailer has roughly seven seconds to capture the attention of a passing customer. The following elements combine to form a distinctive image that not only reaches out and grabs the customer's attention, but also makes a positive impression in those precious few seconds. MERCHANDISING Merchandising, also known as the 'silent salesman', is the science and art of suggestive selling by display and presentation. Visual merchandising...
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