...Shruti Manchanda ------------------------------------------------- Flight Centre Case Study Analysis Shruti Manchanda ------------------------------------------------- Flight Centre Case Study Analysis Contents Executive Summary 1 Findings 2 Discussion 4 CONCLUSION 7 Recommendation 7 Implementation 8 References 8 Executive Summary This report contains analysis on Flight Centre’s customer experience survey conducted in Australia. The report has been divided into three main sections. The first section lists the important facts, findings from the case study. This is further elaborated to list key challenges faced by Flight Centre. Based on the facts and key challenges alternative solutions have been provided in the second section. Final section of the report mentions the recommendations and implementations for the company to improve the current situation. Flight Centre is one of the largest and most successful travel booking agencies. First Flight Centre store was opened in 1982, the current number of stores in Australia is more than 680. The company’s vision is to be the most successful travel company, delivering best possible experience to its customers and partners Objective of Flight Centre 1. Providing amazing travel experience at best prices 2. Providing excellent customer services with highly trained experts Findings Flight Center conducted a customer experience survey for 219 Australian stores, 9058 survey responses...
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...The Centre of the Bed.Joan Bakewell.Great Britain: Sceptre,June 26,2004. 336 pp. "Dead shares no beds",came in mind in Joan Bakewell after her husband died.She will live alone and her children will go away because they have their own family.There is no space beside her,she is on her own.When she wrote this book,she moved between the centre of the bed and the white room and reihhabited the past.Joan Bakewell was born on April 16,1933 at Hooley Range Nursing Home,Heator Moor in Stockport.She was the daughter of artisans.She was the first in her family to go to university and only the second woman from her grammar school to attend Cambridge. She worked on include BBC TV's Late Night Line Up,News night and Heart of the Matter.She has two children and six grandchildren and lives in London. "Let's love each other then;enjoy,before it is too late,each fleeting day".I was resolved that if life was short,I would live it to the full,take everything it offered,and not waste it on unimportant.This quote was in the book (the centre of the bed) and it said here dont have to waste time because time is gold. The author's purpose is to make people have experience in their journey's because I also believe that everyone learned because of experience in life.The author's main point is to make people to do more ,she believe it will take us up or make make us to improve like what she is now,during her time ,most women stay at home and have cildren but what...
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...SHOPPING CENTRE OPERATIONAL PERFORMANCE REPORT 31 DECEMBER 2013 SHOPPING CENTRE OPERATIONAL PERFORMANCE REPORT OVERVIEW OF PORTFOLIO Westfield Retail Trust’s (the Trust) portfolio of shopping centres is geographically diverse, spread across five states and one territory in Australia, and New Zealand. The centres are generally located near or in major metropolitan areas, are anchored by major retailers with long term leases and incorporate a wide cross-section of specialty retailers and national chain store operators. The Trust’s shopping centre investments are undertaken through joint ventures and co-ownership arrangements, primarily with Westfield Group and major institutional investors. The following table sets out the Trust’s shopping centre portfolio as at 31 December 2013. Australia New Zealand Total Centres Retail Outlets GLA (million square metres) Asset Value (billion)1 1. Trust share of shopping centre assets excluding development projects and construction in progress of $247 million. Note: Exchange rate as at 31 December 2013 was AUD/NZ 1.0869 37 10,712 3.3 A$12.4 9 1,409 0.4 NZ$1.4 46 12,121 3.7 A$13.6 Key operating statistics for the shopping centre portfolio (including part-owned shopping centres on a 100% basis) for the year ended 31 December 2013, as applicable, include the following: − Comparable shopping centre net property income growth: 2.0% in Australia and 0.3% in New Zealand − Portfolio leased rate: >99.5% − Weighted average unexpired...
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...Early Childhood Education LEARNING CENTRES “HONEY BEES READING CENTRE” Introduction What are Learning Centres? The term Learning Centres refers to designated areas of the classroom where students congregate in small groups to accomplish given learning tasks. Typically, students can work independently in these centres, sometimes while the teacher works with a small reading group. Examples of learning centres may include: listening to audio cassettes, playing educational games on the computer, practicing handwriting, writing/editing written works, reading silently, playing imaginatively in the puppet centre, and playing math games with manipulatives. Student work in a given learning centre for a certain amount of time, then rotate to the next one when time is up. Teachers will need to spend a significant amount of time training students on how to behave during centre time, as well as modelling how to complete each of the learning centre activities. This will assure that learning centre time is productive, relatively quiet, and organized. AGE GROUP OF CENTRE AND THE MAIN CHARACTERISTICS OF CHILDREN IN AGE GROUP Four and five year-olds are the age group for which the ‘Honey Bees Reading Centre’ is planned. Children in this age range display several characteristics which can be categorized as cognitive, physical, psychosocial and moral. Cognitively * Enjoy stories and can retell them * Are fascinated by words and silly sounds * Have large vocabulary...
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...1. Introduction Banglalink is the second largest cellular service provider in Bangladesh. When Banglalink entered the Bangladesh telecom industry in 10th February 2005, the scenario changed overnight with mobile telephony becoming an extremely useful and affordable communication tool for people across all segments. Within one year of operation, Banglalink became the fastest growing mobile operator of the country with a growth rate of 257%. This milestone was achieved with innovative and attractive products and services targeting the different market segments; aggressive improvement of network quality and dedicated customer care and effective communication that emotionally connected customers with Banglalink. As of April 2012, Banglalink has a subscriber base of 25 million. Consequently, there is an emergence of studying the related facets of the Telesales to retain and increase its market share. In such competitive telecom sector the Telesales department of Banglalink have already acquired more than 150, 000 competition customers leading to an increase in customer base. Hence, in the current study, the research intends to examine the activities of the Telesales department and the behaviour of customers towards telemarketing in case of purchasing Banglalink SIM from Telesales. 2. Statement of the Problem The job of Telesales is to acquire competition customer offering duplicate dial and bridge a relationship between those customers with the company. Another function of Telesales...
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...KAPLAN UNIVERSITY | Call Centre | Unit 9 Assignment | | | 3/10/2014 | | Introduction Customer Interaction Centre, also known as CIC is a corporation which is mainly engaged in receiving and transmitting large amounts of information, supports and inquiries from customers via telephone concerning technical support for their products. CIC is developing by dramatic and rapid speed, and is gradually becoming an important and indispensable component stage in modern enterprises and companies. The team’s leader has been having difficulty getting the team to focus during work and keeping them motivated, because they have not been empowered to make decisions that encourage them to work together. This situation has not changed since moving into a new building as communication still remains poor and affects the way the team operates. For example, when calls are coming in, instead of taking the first call, they are constantly arguing about who is going to take the call due to the nationality of the caller. These calls are coming in from all over the world and although each team member speaks English in addition to his or her native language, each feels overwhelmed by the amount of calls being transferred to him or her because of the language barriers. This department has a team of four: Joy – African American female from Virginia-Team Leader Vincent- Asian male from New York-Call centre rep. Aneesa-Arab female from California-Call centre rep. Fredeswinda-Hispanic...
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...Task 1 Introduction For this task I must talk about the social implications that the actions of a business has on the society as a whole, I must consider the issues that may arise in areas of activities and consider how the business deals with the problems. The business that I have chosen to look at is, L’Oréal and how they have dealt with the issues that have arisen within the business, the issues I will look at are: * Human resource management: Discrimination, worker surveillance * Production: Animal testing, genetically modified foodstuff * Sales and marketing: Inappropriate advertising, spamming, spoofing Human resource management Discrimination Discrimination is when a person is treated unfairly and people are biased which result in the person not being able to chase an opportunity, or unfair treatment when the business is selecting people, handing out promotion to the employees, or transfer to a different department etc. Discrimination are usually based off the grounds of age, disability, ethnicity, origin, political belief, race, religion, sex etc. These factors that have no affect on the persons ability to be able to perform well etc. L’Oréal has created many advertisements that advertise the companies products and everything that they sell, however, L’Oréal have been accused of racial discrimination in one of their recent advertisements that they have made about a shampoo that they have created and advertised. The French company that is well known and...
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...An Essential Guide to Possibilities and Risks of Cloud Computing “By 2011, early technology adopters will forgo capital expenditures and instead purchase 40% of their IT infrastructure as a service ... Cloud Computing will take off, thus untying applications from specific infrastructure.” by Gartner Highlights Key Predictions for IT Organizations and Users in 2008 and Beyond, January 2008 An Essential Guide to Possibilities and Risks of Cloud Computing A PRAGMATIC, EFFECTIVE AND HYPE-FREE APPROACH FOR STRATEGIC ENTERPRISE DECISION MAKING Cloud Computing is quite possibly the hottest, most discussed and often misunderstood concept in Information Technology (IT) today. In short, Cloud Computing proposes to transform the way IT is deployed and managed, promising reduced implementation, maintenance costs and complexity, while accelerating innovation, providing faster timeto-market, and providing the ability to scale high-performance applications and infrastructures on demand. The goal of this White Paper is to provide a realistic perspective of the possibilities, benefits and risks of Cloud Computing; what to look for, what to avoid, and also some tips and best practices on implementation, architecture and vendor management strategies. It is important to consider all those aspects before you decide either to move (but without putting the carriage before the horse) or not to move your systems, applications, and/or data to to the “Cloud”, in a “hype free” approach. Note: Mentions...
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...Computer Lab Rules & Regulations Swinburne University computing facilities may only be used by current Swinburne students and staff. Swinburne identity card must be presented upon request. The computing facilities should only be used for educational and research purposes. The following rules and regulations apply to all lab computers on campus. Lab Rules & Regulations 1. The computer lab provided by the University is solely for educational and research activities. Students are prohibited from using the lab for any other reasons. 2. Students must have a valid student ID card to use the computer labs. 3. Students must abide by all rules and regulations, such as those shown on booking sheets, computer screens, and notices near the computers or on the wall. 4. Two-hour Usage Rule: When the lab is full and students are waiting for a vacant computer, the two-hour rule will apply. Students will be limited to 2 hours on the computer per session. 5. All users must abide by the license requirements of any software or resources being used on the computer. 6. The downloading of non-coursework related materials is strictly prohibited on the campus network as it uses much of the network bandwidth, thus slowing down all internet access. 7. All personal data must be saved on a floppy disk, handy drive or on your Home drive. Do not save personal data on the computer hard drive. 8. Please be reminded to scan your handy...
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...AGRICLINICS AND AGRIBUSINESS CENTRE INTRODUCTION: With the diversification and modernisation of agricultural practices, there is a need to augment support and extension services for agriculture. For this purpose, a scheme for setting up agriclinics and agribusiness centres by agriculture graduates has been launched by GoI with the support of NABARD. These centres will provide a package of input facilities, consultancy and other services. They will strengthen transfer of technology and extension services and also provide self employment opportunities to technically trained persons. BACKGROUND OF THE SCHEME: There are 11,900 graduates from agriculture and allied sectors passing out from agricultural universities in India. However, only 2000 are able to get employment in Government/Private sectors. Thus there remains a vast pool of around 9900 graduates in the country who can support and boost agricultural production process if viable business opportunities are provided to them. On the other hand there exists an agricultural extension system which is fast shrinking resulting in wide extension gaps between those who require improved technologies and those who generate them.Thus in the aftermath of this wide extension gap and the vast pool of unemployed agriculture pass outs remains to be tapped to provide support to the extension system and ultimately to help improve agricultural productivity. This gave birth to a unique and ambitions scheme to address the twin objectives...
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...Hawker centres Background Hawker centres offer a diverse range of food, and dining in this natural open-air environment has become a reflection of life in Singapore. (National Environment Agency (NEA), 2009). Hawker centres are not only an integral part of Singapore’s street food culture, but also a significant part of Singapore’s social and cultural heritage. (Ministry of the Environment and Water Resources (MEWR), 2008). The National Environment Agency (NEA) has conducted a study and results has shown that hawker centres are popular amongst Singaporeans, with 55% stating that they dine out at hawker centres at least once a week (MEWR, 2008). The NEA manages 109 hawker centres in Singapore, with a total of 15,000 stalls altogether. These centres can be found in both residential and non-residential estates. There are 25 hawker centres owned by the Ministry of the Environment and Water Resources (MEWR) and the other 84 centres are owned by the Housing & Development Board (HDB) (NEA, 2009). Design Most hawker centres typically comprise of two sections. They are the cooked food section and a market produce section, although there are some 30 stand-alone centres that offer either solely cooked food or fresh produce. (NEA, 2009). At present, the government is putting in effort to make hawker centres more environmentally friendly. The Straits Times (2012) mentioned that “green" features such as composting stations, energy-efficient light bulbs and solar panels...
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...Employment Resource Centre Brief History……………………. 5 Ownership and the size of organisation……………………………………. 6 Employment Resource Centre Hierarchical Relationship Chart…………... 7 Services provided by the Employment Resource Centre…………………... 8 PEST Analysis……………………………………………………………... 11 Communication…………………………………………………………….. 13 Conclusion…………………………………………………………………. 14 Bibliography……………………………………………………………….. 15 Terms of Reference As a part of the FETAC course we are required to do a research on the organisation we had Work Experience in are familiar with. The purpose of this project is: ✓ To investigate and analyze the organisation and the industry that organisation belongs to ✓ To outline the environmental factors that might affect the organisation ✓ To describe the structure of the organisation ✓ To describe the ownership and the size of organisation ✓ To describe the internal and external communication within this organisation It has to be submitted to Business Administration Tutor - Eimear Hynes on 23rd March 2010. Introduction The Congress Centres Network, formerly the ICTU Network of Unemployed Centres, came into being during an era of mass unemployment in 1980’s. The Centres were established to provide support, resources and a range of services to the growing numbers of unemployed workers, many of whom were trade union members. Centres also served as campaigning...
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...them including by: a) Identifying and profiling consumers who differ in their needs and preferences, and aggregating those consumers with similar needs (market segmentation); b) Choosing which market segments to enter (market targeting); and c) For each segment, establishing and communicating the distinctive benefit of the agency’s market offering (market positioning). 2. Flight Centre Limited (FCL) is a leading example of segmentation, targeting and positioning in the Australian sector. FCL has more than 30 brands, including the flagship Flight Centre brand. It is a house of brands, with company’s marketing activities being geared towards developing the range of leisure and corporate brands to cater for specific customer segments. 3. FCL takes a demographic segmentation approach to its leisure brands: Escape Travel: Escape Travel is FCL’s second largest leisure brand, targeting middle-market consumers and specialising in tailoring complete and affordable international and domestic holiday packages. Shops are predominantly located in major shopping centres. Customers can expect a professional and friendly service from “the Holiday People” and a diverse product range. Travel Associates The Travel Associates businesses target experienced travellers with discerning tastes, keen interests in exploring unique destinations specialises in luxury travel options. The boutique-style offices are located in fashionable shopping and eatery locations...
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...have gotten the job but I knew that I just had to accept the inequalities that occurred in the industry, as women were seen lower than men and could only be junior management. Once I entered the large, high-ceilinged room, I detected rows and rows of workstations placed in compartments divided by shoulder high partition, this was only one out of many rooms. As I quickly glanced at different rows, one woman caught my attention with her red bloodshot eyes that were sagging with fatigue and purple marks on the bottom of her lashes indications of her restless night, I was intrigued to find out why she had been so restless but it was in no doubt the working time shift of middle of the night till early morning that cause this, the call centre ensured working hours tailored the western world time zone, as the customers were mainly from united kingdom or America. I marched over to row...
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...Human Capital (Requirement for the module : 201405-MBAE1-MHC-Managing Human Capital) By : Vicknesh Krishnan The Pagan Medical Centre has seen marked progress in growth and success for the past 8 years of its establishment and it doesn’t show any signs of slowing down. Started off as a small partnership between 3 doctors with just 5 nurses being hired, this centre has eventually grown to house 200 employees. The Director of this centre is the senior most doctor/founder among the three who initiated this partnership. This reflected a very centralized organizational structure. Centralization is the degree to which decision - making authority is concentrated at the top of the organizational hierarchy (Fry & Slocum, 1984). This role is now being looked into an elected basis as they a have board of governance in place as the centre expanded. Housing 150 permanent staff and 50 temporary personnel, this company is still very hierarchical in its structure. Hence it is very rule driven, stable and resistant to change. Much of the work behaviour is regulated and kept within organizational guidelines and standards. This spelled out a very mechanistic structure and it saw a very high turnover in the last 4 years. The brain drain was among the senior doctors and nurses, leaving this centre with a diminished degree of quality in terms of management and health services delivery. From the data acquired via surveys done among the staffs showed that there...
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