...A CONCEPTUAL VALUE CHAIN MODEL FOR ORIGIN ENERGY 13 Table of Contents EXECUTIVE SUMMARY _____________________________________________________________ c 1 Introduction __________________________________________________________________ 1 2 Background __________________________________________________________________ 2 2.1 Background of Origin Energy ___________________________________________________ 2 3 Literature Review________________________________________________________________ 3 3.1 Supply Chain Management _____________________________________________________ 3 3.2 Quality Improvement Models and Gap Analysis ____________________________________ 4 3.3 Lean and Six Sigma Technology ________________________________________________ 5 4 Discussion & Analysis ____________________________________________________________ 6 4.1 Supply Chain of Origin Energy _________________________________________________ 6 4.2 SWOT Analysis for Origin Energy _______________________________________________ 7 4.3 Supply Chain Operations Reference (SCOR) Model _________________________________ 9 4.4 Conceptual Improvement Model for Supply Chain Management ______________________ 12 4.4.1 Introduction ____________________________________________________________ 12 4.2.2 Assumptions: ___________________________________________________________ 13 4.3.3 Supply Chain Conceptual Improvement Model (SCCIM) _________________________ 13 4.2.4 Key Benefits of the model _________________________________________________...
Words: 6785 - Pages: 28
...Abstract Exercise III Author: Muhammad Sabbir Rahman, Abdul Highe Khan & Md. Mahmudul Haque Title: A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroosʼs Service Quality Model Perspective Journal: Asian Social Science, Vol. 8, No. 13, 2012 The article explores the effect of service quality on customer satisfation, by the use of service quality models, SERVQUAL and Gronroos. The outcome of this study is not reflected in the abstract, but it does state that suggestions for managers on implementing these concepts, are given. Both SERVQUAL and Gronroos are previously described phenomenons in service quality theory. The article seeks to compare the two models, and as a result the article takes form as a descriptive and exploratory approach. As mentioned before, the article explores service quality models, SERVQUAL and Groonroos and the article limits itself to these two service quality models and their individually limited appllication areas. The article argues that customer satisfaction is influenced by a variety of quality subjects, these include functionalty, technical, company image and service quality, and it seeks to find the effect from the aforementioned service quality models. Author: J. Will M. Bertrand and Jan C. Fresco Title: Modelling and Simulation, Operations management research methodoligies using quantitative modeling Journal: International Journal of Operations & Production Management...
Words: 2310 - Pages: 10
...THE ACCOUNTING REVIEW Vol. 77 Supplement 2002 pp. 107–114 DISCUSSION OF The Relation between Auditors’ Fees for Nonaudit Services and Earnings Management William R. Kinney, Jr. The University of Texas at Austin Robert Libby Cornell University I. INTRODUCTION rankel et al. (2002) (hereafter FJN) present a timely paper using a new data set to test several propositions, including one suggested by the Securities and Exchange Commission (SEC) about the relation between nonaudit fees paid by a registrant to its auditor and the registrant’s earnings quality. In this discussion we use comments from participants at The Accounting Review Conference on Quality of Earnings and our own analyses to evaluate FJN’s approach from both conceptual and operational perspectives. We organize our discussion around a ‘‘Predictive Validity Model’’ (displayed later in Figure 1) that shows conceptual relations between independent and dependent variables, as well as their operational measures and treatment of other causal factors. We use this model to describe and evaluate the authors’ approach, which blends complex behavioral and contractual relations with aggregate observable fee, accounting, and market price data. We hope that the discussion will encourage others to conduct additional research to address the important questions raised by both FJN and the SEC. F II. FJN’s APPROACH The underlying proposition examined by FJN is that the strength of the audit firm’s economic...
Words: 3624 - Pages: 15
...prefer to book their travels online instead of visiting a travel agency. However, it is currently unknown which factors are of influence on the intention of booking a trip online. Therefore, the following main problems of issue has been investigated: “Which factors influence the intention of students to purchase travels via online channels? And what is the mediating effect of perceived value of an online service on the relationship between price and students’ online purchase intentions?” The literature study examined several contemporary scientific theories with respect to students’ online purchase intention, and found that preceived value could potentially serve as an mediator on the relationship between price and consumers’ online purchase intentions. Furthermore, trust, convenience, web-design, reference groups, and promotion, are found to be also of influence on the consumers, online purchase intentions. Based on these relations found in the literature study, the conceptual model (i.e. descriptive representation) and hypothesis were developed. Based on the conceptual model a research methodology was designed. The research methodology was of quantitative nature and conducted by means of administering questionnaires. Convenience sampling was used to collect all the data. The sample size consisted of 120 studens studying at Tilburg University. The findings indicated that trust is the only independent variable that has a significantly positive influence on the...
Words: 6438 - Pages: 26
...The code of ethics for nurses with interpretive statements provides a guide for carrying out nursing responsibilities that provide quality nursing care and provides for the ethical obligations of the profession. Standard nursing care: An Asset In order to ensure quality care the nursing care needs some standards. Standards are degree of excellence. The aim of standard nursing care is to support and contribute to excellent practices. The role of nurse is constantly changing to meet the growing needs of health services. Objectives • Plan • Holistic Approach • Appropriate Diagnosis • Realistic Goal • Selecting Appropriate Media • Quality Care rather than quantity • Economize Time, Material, Energy Types of standard care • Structure -- Things we use • Process -- Things we do • Outcome -- The result Characteristics of standard care • Dynamic • Reflects Changes • Not Static Brief description of methods and procedure S - Successful termination of helping relationship for client. T - To have clear idea or conception of the distinct goal, nursing the patient and health needs of society. A - Assertive planning. N - Nature of client nurse interaction. D - Directing others. A - Analytical thinking. R - Respect status and policies. D - Data collection in accordance with goal. Standard: Nursing practice requires that a conceptual model for nursing be the basis for the independent part of that practice. Elements: Nurses are required to have clear idea or conception...
Words: 538 - Pages: 3
...the education industry Answer: B Page Ref: 5 AACSB: Use of IT Difficulty: Easy Objective: LO 1-1 Classification: Conceptual 2) Which of the following predictions made by Peter Drucker is true? A) Knowledge workers have lesser bargaining power than workers in other industries. B) Knowledge workers do not possess valuable real-world skills. C) Knowledge workers are not reliant on formal education. D) Knowledge workers are continually learning how to do their jobs better. E) Knowledge workers are not paid as well as their prior industrial counterparts. Answer: D Page Ref: 5 AACSB: Use of IT Difficulty: Moderate Objective: LO 1-1 Classification: Conceptual 3) During the time of the industrial revolution, some individuals who felt threatened by the changes brought about by technology resorted to protesting against the technology. Identify these individuals. A) Luddites B) Utopists C) Millenarists D) Utilitarians E) Preterists Answer: A Page Ref: 7 AACSB: Use of IT Difficulty: Easy Objective: LO 1-1 Classification: Conceptual 4) Which of the following occurred when Alvin Toffler's "third wave" gained speed? A) Society moved from a predominantly agrarian culture to the urbanized machine age. B) Occupations changed to accommodate the mechanized society. C) The ability to perform repetitive tasks became a quality to be instilled and valued. D) Individuals shifted from handicrafting...
Words: 31154 - Pages: 125
...Linking perceived service quality and service loyalty: a multi-dimensional perspective Josee Bloemer, Ko de Ruyter, Martin Wetzels. European Journal of Marketing. Bradford: 1999.Vol.33, Iss. 11/12; pg. 1082 » Jump to full text Subjects: Service industries, Studies, Statistical analysis, Quality of service, Market research, Loyalty, Consumer behavior, Effects, Marketing management, Customer relations Classification Codes 9175 Western Europe, 8300 Service industries not elsewhere classified, 5320 Quality control, 7100 Market research, 2400 Public relations, 9130 Experimental/theoretical Locations: Belgium Author(s): Josee Bloemer, Ko de Ruyter, Martin Wetzels Document types: Feature Publication title: European Journal of Marketing. Bradford: 1999. Vol. 33, Iss. 11/12; pg. 1082 Source type: Periodical ISSN/ISBN: 03090566 Abstract (Document Summary) In recent research on service quality it has been argued that the relationship between perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. A study focuses on the refinement of a scale for measuring service loyalty dimensions and the relationships between dimensions of service quality and these service loyalty dimensions. The results of an empirical study of a large sample of customers from four different service industries suggest that four dimensions of service loyalty can be identified: purchase intentions, word-of-mouth...
Words: 10084 - Pages: 41
...14802, U.S.A. fhuang@alfred.edu Abstract In China, the development of e-market has unique characteristics in the transactional processes and market mechanisms, which relate largely to the current industry structure, financial infrastructure and organization structure. This paper seeks to develop a conceptual model of B2B e-market value creation strategy, and can also be used to highlight the complexity of such activities for Chinese B2B e-markets. A process-oriented approach to modelling the value of e-market, rather than strategic position theory or a simple descriptive approach, is found to be more suitable and has been selected. The model consists of two dimensions: the e-commerce process and the controlling complexity. We apply the model in an actual Chinese B2B e-market (Alibaba.com). The crucial value creation activities and strategies in the four phases of e-commerce process are identified, and the controlling complexity of these activities is evaluated in the model. The model offers an effective approach to study the dynamic structure of transactional processes and bring into light the special issues of e-market development in China. Managers can resort to the model to offer more value to their customers by designing an effective...
Words: 6040 - Pages: 25
...This article was downloaded by: [University of Derby] On: 16 May 2013, At: 01:31 Publisher: Routledge Informa Ltd Registered in England and Wales Registered Number: 1072954 Registered office: Mortimer House, 37-41 Mortimer Street, London W1T 3JH, UK Journal of Hospitality Marketing & Management Publication details, including instructions for authors and subscription information: http://www.tandfonline.com/loi/whmm20 Service Orientation, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing a Structural Model Hyun Jeong Kim a a School of Hospitality Business Management, Washington State University, Pullman, Washington, USA Published online: 30 Jun 2011. To cite this article: Hyun Jeong Kim (2011): Service Orientation, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing a Structural Model, Journal of Hospitality Marketing & Management, 20:6, 619-637 To link to this article: http://dx.doi.org/10.1080/19368623.2011.577698 PLEASE SCROLL DOWN FOR ARTICLE Full terms and conditions of use: http://www.tandfonline.com/page/terms-and-conditions This article may be used for research, teaching, and private study purposes. Any substantial or systematic reproduction, redistribution, reselling, loan, sub-licensing, systematic supply, or distribution in any form to anyone is expressly forbidden. The publisher does not give any warranty express or implied or make any representation that the contents will be complete or accurate or up to date....
Words: 7712 - Pages: 31
...Project Management: Achieving Competitive Advantage, 3e (Pinto) Chapter 1 Introduction: Why Project Management? 1.1 True/False Questions 1) Projects, rather than repetitive tasks, are now the basis for most value-added in business. Answer: TRUE Diff: 1 Section: 1.0 Introduction Skill: Factual AACSB Tag: Reflective 2) Projects are typically ongoing, day-to-day activities that have goods and services as outputs. Answer: FALSE Diff: 2 Section: 1.1 What Is a Project? Skill: Definition AACSB Tag: Reflective 3) A typical project stays within functional and organizational boundaries. Answer: FALSE Diff: 2 Section: 1.1 What Is a Project? Skill: Definition AACSB Tag: Reflective 4) The special nature of projects relieves project managers from their routine of planning, organizing, motivating, directing, and controlling. Answer: FALSE Diff: 2 Section: 1.1 What Is a Project? Skill: Factual AACSB Tag: Reflective 5) A project exists outside of the standard line organization. Answer: TRUE Diff: 2 Section: 1.1 What Is a Project? Skill: Factual AACSB Tag: Reflective 6) Product life cycles are longer now than twenty years ago. Answer: FALSE Diff: 2 Section: 1.2 Why Are Projects Important? Skill: Factual AACSB Tag: Reflective 7) The emergence of global markets has made project management skills more critical. Answer: TRUE Diff: 1 Section: 1.2 Why Are Projects Important? Skill: Factual AACSB Tag: Reflective ...
Words: 5855 - Pages: 24
...Science and Education Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments Ala`a Nimer AbuKhalifeh1 & Ahmad Puad Mat Som1 1 School of Housing, Building and Planning, Universiti Sains Malaysia, Penang, Malaysia Correspondence: Ala`a Nimer AbuKhalifeh, School of Housing, Building and Planning, Universiti Sains Malaysia, Penang, Malaysia. Tel: 60-4-653-3741. E-mail: ana11_hbp046@student.usm.my Received: March 8, 2012 Accepted: May 15, 2012 Online Published: July 16, 2012 doi:10.5539/ijbm.v7n14p135 Abstract URL: http://dx.doi.org/10.5539/ijbm.v7n14p135 Service quality has been an important subject of research involving food and beverage (F&B) departments of hotels. Despite a substantial number of studies on service quality, the reasons why guests revisit a hotel and why a high-quality service from the F&B department is needed have remained unanswered. This paper aims to review existing literature on service quality management in the F&B departments of hotels, its process, and the effective service quality management framework. This paper discusses famous models, and explains Parasuraman’s dimensional framework of service quality management in the area of F&B and its application to the hotel industry. The conceptual paper suggests application of the dimensional model in the F&B department and encourages hotels to improve its management to better satisfy their guests. Keywords: service quality, hotel industry, parasuraman...
Words: 4547 - Pages: 19
... Table of Contents. Abstract. Introduction Map Stage 1. Problem situation unstructured. Stage 2. Problem Situation expressed. Rich Pictures Illustration of Stage 1 and Stage 2 as a whole in SSM Pitfalls that must be avoided. Stage 3: Naming of Relevant Systems Root Definitions CATWOE Stage 4: Conceptual Models Systems Thinking Formal Systems Model Monitoring a System Stage 5: Comparing Conceptual Models with Reality Using Conceptual Models as a Base for Ordered Questioning Comparing History with Model Prediction General Overall Comparison Model Overlay Stages 6 and 7. Implementing Feasible and Desirable Changes Case Study - Rethinking a Service Function in the Shell Group Stages 1 and 2 Stage 3: Naming of Relevant Systems Stage 4: Conceptual Models Stage 5: Comparing Conceptual Models with Reality Stages 6 and 7. Implementing Feasible and Desirable Changes Observations and Conclusions Exercise References Figures. Figure 1. Figure 2. Figure 3. Figure 4. Figure 5. Figure 6. Soft Systems Methodology map. Transformation process for producing Rich Picture. The routing of Systems Thinking. Shell's MF Rich Picture. Shell's MF world view of training. Shell's MF training conceptual model. Tables. Table 1. One to one transformations involving different world views. Table 2. Shell's Comparison with reality. Abstract This document deals with Soft Systems Methodology as developed by Professor Peter Checkland. This methodology is a way of dealing with problem situations in which...
Words: 6553 - Pages: 27
...governance changes radically across the world. The publicly traded company is not the dominant global business organization—the privately held or family-owned business is the prevalent structure—and their goals and measures of performance differ dramatically. Answer: TRUE Diff: 2 Topic: 1.1 Financial Globalization and Risk Skill: Recognition 1.2 The Global Financial Marketplace Multiple Choice 1) A well-established, large U.S.-based MNE will probably NOT be able to overcome which of the following obstacles to maximizing firm value? A) an open market place B) high quality strategic management C) access to capital D) none of the above Answer: D Diff: 2 Topic: 1.2 The Global Financial Marketplace Skill: Recognition 2) A well-established, large China-based MNE will probably be most adversely affected by which of the following elements of firm value? A) an open marketplace B) high-quality strategic management C) access to capital D) access...
Words: 2643 - Pages: 11
...Mehrnia (k_m261156@yahoo.com) Abstract In this quantitative article research first, the main factors in customer satisfaction in online environment of Iran in hardware industry with process based-view are identified. Secondly relationships between identified factors in online environment of Iran and customer satisfaction are investigated. Keywords: Online Environment, Customer satisfaction, and Process Based-View Introduction Experimental studies show that enterprises with high customer satisfaction, has more return on economic in comparison with others (Eugene W. Anderson, 1993). Others implied that firms should try to seek profitable way to differentiate their services and deliver high quality services (A. Parasuraman 1998, Adam Finn 2003, Hsu, 2008). Additionally, quality of the quality of customer interface in online shopping is positively related to intention to buy and consequently future financial performance of the firm (Hsin Hsin Chang, 2009) This is the reason that currently firms using customer satisfaction and loyalty improvement strategies to sustain in current competition environment and create value for all stakeholders and customers. Additionally, customer satisfaction, as a performance indicator, has targeted by many academics and practitioners for many years. Some problems such as Delay in delivery, increasing the number of frauds in online shopping has led o lack of trust, Increasing the number of frauds in online shopping has lead to lack of...
Words: 1445 - Pages: 6
...The manufacturing TQM and service quality literatures: synergistic or conflicting paradigms? Rhian Silvestro Warwick Business School, University of Warwick, Warwick, UK Introduction Although most of the exponents of TQM explicitly claim that TQM is transferable to services, the precepts and practices have been derived from the experience of consultants and practitioners in manufacturing. Both the US and Japanese “gurus” focus and address their work primarily to manufacturers, with application of TQM in services only given secondary attention. As Albrecht (Albrecht and Bradford, 1990) puts it, these contributors “were born in a manufacturing era, and they have a predominantly manufacturing mindset at their foundation”. Yet, despite its manufacturing origins, both academics and practitioners have, over the past 15 years, been concerned to apply and transfer TQM principles and practices to services. However, the inadequacy of the literature in guiding service managers and transferring the TQM principles, management tools and techniques to service environments has become a familiar theme (see for example, Albrecht and Bradford, 1990; Feigenbaum, 1988; Ghobadian and Speller, 1994). Many of the tools and techniques are quantitative and have limited application in service environments where the deliverables are often intangible, heterogeneous and their consumption and delivery simultaneous. In part no doubt to address this deficiency, the service quality literature has evolved over...
Words: 11828 - Pages: 48
