...Assessment Task 2: Project Customer Service Improvement Part A: Develop and send an agenda prior to the meeting In order to prepare the agenda you will need to plan the meeting, as well as conduct the research as indicated above to inform your ideas. Use the agenda template includes below to develop your agenda. You will assessed on whether you have included all the required information in your agenda, as well as whether you have used simple and clear language that takes into account social and cultural diversity. Once you have developed your agenda, email it to the team members involved in the team meeting. Your agenda needs to be provided at least three (3) days prior to your...
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...Project Charter for the YourGard CRM Implementation Project Project Purpose and Justification YourGard is a rapidly growing technology company that provides hardware and software products for the business security sector, they currently have revenues of more than $200 million. Yourgard recently acquired the company Bio-Gard, a leader in the access control market who had revenues of $80 million and is best known for their biometric technology and sophisticated management software. Yourgard has seen over the past six months a loss of new and additional business revenue from existing contracts due to a severe decline in customer satisfaction. Customer frustration stems from the lack of clear points of contacts for both the sales and service departments. Internally there are inefficiencies, duplication of work, and a lack of system commonality. It is critical that YourGard regain and then maintain customer satisfaction, while rebuilding its reputation in the security sector to ensure future growth for the company. The purpose of this project is to install a Customer Relationship Management (CRM) system that will be implemented across the company to help them: 1. Improve customer satisfaction 2. Make use of the latest technology to organize, automate, and synchronize the company’s business processes that include sales activities, marketing, customer service, and technical support. 3. Improve sales department conversion rate 4. Increase new sales revenue ...
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...Summery Computers and Internet are changing commerce. This is because goods and services that are sold in stores, through mail order, or via the telephone are today also bought and sold through various forms of e-commerce. Management companies directing and controlling a group of one or more people or entities for the purpose of coordinating and harmonizing that group towards accomplishing a goal. Management often encompasses the deployment and manipulation of human resources , financial resources, technological resources, and natural resources. Management can also refer to person or people who perform the act of management . Management operates through various functions, often classified as planning, organizing, leading, motivating and controlling. E-Management also can call as electronic management. E-Management is computerized all the management. E-Management is included a lot of things. E-leave management system also can as an e-management system. E-Management is about how to manage a resources by using web-based database system. With database system, the business will be more efficiently and systematic. The business does not have to use the manual technique that needs files and cupboards to store the forms. The forms are store in one place and references and easier to make. This system is a part of the e-services. This Database System is very import in the business world to provide a better service in a systematic way. Companies use databases because they can store a large...
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...Study on CUSTOMER SERVICES OF RESTAURENTS IN HYDERABAD [pic] By DINESH YEPURU Roll no: 2T1-14 PGDM Under the guidance of Sri.M.Chaithanya Asst.professor, Marketing A Project Report Submitted to the SIVA SIVANI INSTITUTE OF MANAGEMENT Partial fulfillment of the requirements of PGDM SIVA SIVANI INSTITUTE OF MANAGEMENT SECUNDERABAD ACKNOWLEDGEMENT It is of great pleasure to take the opportunity to acknowledge and express my gratitude to all who helped me through in my project. I thank Sri.M.Chaithanya Asst.Professor, Marketing Siva Sivani Institute of Management for guiding to do the project work. I am always grateful to him for his direction and inspiration. I am grateful to Mr.Rujbeh Taraporawalla Regional Hr Manager in OVER THE EDGE FOOD SOLUTIONS PVT LTD, who was my guide, for his invaluable guidance and cooperation during the course of the project. He provided me with his assistance and support whenever needed that has been instrumental in completion of this project. The learning during the project was immense & invaluable. My work basically included the study of various ways for developing customer service...
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...ORGANISATION CORE BUSINESS Edichin service Nigeria limited provides civil engineering, mechanical engineering, and logistics services to various oil companies in Nigeria. Edichin service Nigeria limited has a solid and professional background, well connected vendor networking. They are also capable of providing best solution from purchasing, shipping arrangements and delivery according to the customer needs quality and schedule. Amongst many important projects, edichin service Nigeria limited are currently undertaking an oil company building renovation project in port Harcourt ,rivers state, on short term base and they are efficiently meeting their client needs and requirement. Edichin services manage comprehensive project logistics services; specialize on human resources providing qualified Nigeria engineers, operators, skilled worker to the plant and construction field as per the project requirement. They provide higher level service, higher level management, and they serve their customers and consider customer satisfaction their number one priority. They also have a large transportation pool, largest capacity, proper rate classification exception process, and proper software, with the highest service level and at the lowest cost. QUESTION 2 DESCRIBE ABOUT YOUR JOB AND RESPONSIBILITIES During my two months internship in edichin service, I was assigned to the customer service department to assist the person in charge of the customer service department. MY RESPONSIBILITIES...
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...Assessment Tasks Candidate Guide BSBCUS501A: Manage quality customer service Copyright ownership: United Business Services (Aust) Pty Ltd. This book is copyright protected under the Berne Convention. All rights reserved. No reproduction without permission. This book is protected by copyright and may not be reproduced or copied either in part or in whole nor used for financial gain without the express approval in writing of the owner (United Business Services (Aust) Pty Ltd) of the copyright. United Business Services (Aust) Pty Ltd 50 Cupania Street Algester Qld 4115 Ph: (07) 3276 0549 Email: info@ubsconsultants.com.au Web: www.ubsconsultants.com.au BSBCUS501A: Manage quality customer service Assessment Tasks: Candidate Guide Assessment Information The assessment activities associated with the unit of competency BSBCUS501A: Manage quality customer service are listed below: Assessment 1: Written Written answers to questions Assessment 2: Project Written responses to tasks Assessment 3: Project Written responses to tasks Assessment 4: Project Written responses to tasks This guide contains all of the assessment tasks required for completion of unit of competency BSBCUS501A: Manage quality customer service. Prior to commencing the assessments your assessor will explain each task to you. You will be given the opportunity to ask questions and to seek clarification on any of the tasks, and your assessor will...
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...Management) 2nd Year Services Marketing Maximum Marks: 70 Duration: 03 Hours Instructions: 1. This paper is divided into 3 sections – A, B and C. 2. Section A consists of 10 questions of 1 mark each. All questions in Section A are compulsory. 3. Section B consists of 7 questions of 3 marks each. You must attempt ANY FIVE questions. 4. Section C consists of 5 questions of 15 marks each. You must attempt ANY THREE questions. ------------------------------------------------------------------------------------------------------------------------------- SECTION – A (All questions are compulsory) Write short notes on the following: 1. Word of Mouth 2. Service marketing triangle 3. Service channel 4. Supplementary services 5. Service Quality 6. Service Encounter 7. 7 P’s 8. New product Development 9. Packaging of Services 10. Service Perishability SECTION – B (Attempt any five questions) 11. Explain in detail the impact of technology in services. 12. Discuss the characteristics of service marketing. 13. Explain, how can the various gaps of service quality be closed? 14. Write a note on the marketing management of financial services. 15. Discuss the difference between perception of service quality and customer satisfaction. 16. What are the steps involved in preparing Blue Print? 17. Explain the factor affecting pricing of services. SECTION – C (Attempt any three questions) 18. Explain the characteristics of services. 19. Write in detail the...
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...WEEK 1: The Service Economy Service – a time-perishable, intangible experience performed for a customer acting in the role of a co-producer. Customer Participation Customer Participation Service enterprises – organizations that facilitate the production and distribution of goods, support other firms in meeting their goals, and add value to our personal lives. The Four Realms of an Experience Absorption Absorption Entertainment (movie) | Education(language) | Estheticism(tourist) | Escapism (scuba diving) | Entertainment (movie) | Education(language) | Estheticism(tourist) | Escapism (scuba diving) | Immersion Immersion Active Active Passive Passive Environmental Relationship Environmental Relationship Experience Design Principles * Theme the Experience * Harmonize Impressions with Positive Cues * Eliminate Negative Cues * Mix in Memorabilia * Engage all Five Senses Service-Dominant Logic Is a mindset for unified understanding of the purpose and nature of organizations, markets and society. 10 Points on the foundation premises of S-D logic: * Service is the fundamental basis of exchange * Indirect exchange masks the basis of exchange * Goods are distribution mechanisms for service provision. * Operant resources are the source of competitive advantage * All economies are service economies * The customer is always a co-creator of value * The enterprise can only offer value propositions ...
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...Bachelor's Degree in Humanities and have a work experience of about 14+ years, in the areas of Sales, Customer Support, Operations, Transition, Process re-engineering at BPO's, ISP and as a freelancer consultant. In his tenure with various organisations for 14+ years he discovered that there were more busy people with even more things to get done. That is how GenieOnCall idea was conceived in his mind but never could implement it as was extremely busy serving the corporate from various countries. In his 14+ years of experience, he provided world class services to some big names in the corporate worlds, names like: - Dun & Bradstreet (D&B) - UK, Ireland, Germany, Australia, USA and Canada, ICC (Bisnode, now part of D&B) UK, Ireland, Germany, Denmark, Sweden and Norway, Business Pro UK and Ireland, Axciom USA, Verizon USA, Data National USA, Innovectra USA, Idearc USA, Lexis Nexis USA, BSI USA, Apex UK and many more. His areas of specialization have been Project Management (Analysis/ Transition/ Migration), Review (Projects/ Units/ Vendors/ Organisation), Business Continuity, Creation of Alliances, Business Development, Process Improvements/ Re-engineering, Operations, Costing and Projection V/S Billing, ISO-9001 and ISO-27001 Audit and Compliance, P&L for Projects/ Units/ Vendors, Feedback/ Coaching/ Mentoring, Capacity/ Recovery Planning. After serving the above mentioned customers, he moved back to Agra in year 2010. He then started giving consultancy to some of the European companies...
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...Chapter 1 Introduction 1.1 Background Sky Bus is a domestic privatized transportation company that runs the vehicles all over the country. They have several branches at different locations of the country, so that they can provide the transportation facilities between the places. They want an online application to be developed, where the details of the bookings done and the customer will be updated from time to time and one can track the details of the available seats immediately 1.2 Purpose of the System The essence of realizing the proposed system is that the system is supposed to give different services to overcome existing and anticipated problems the services are that the system and by this the purpose of the system in the most precise form is to manage and computerize the traditional database, ticket booking and tracking bus and travel made easy. and most importantly the big customer at large and to provide quality service, update and accurate information. . 1.3 Statement of the problem Over view in this part well try to discuss the differences of the current system which brought about the need for the proposed system .I t is hard to define the problem in a concrete manner considering that there was no single system before hand but we will try to see systems which tries to do each module. Ticketing reservation There was no reservation system and the ticketing was done in long lines of people with first come first served manner. Problems...
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...CRM IN HOTEL INDUSTRY WELCOMGROUP MAURYA SHERATON Customer Service is now more fashionably called Customer Relation Management. ITC Maurya Sheraton has been following an unstructured form of CRM with a narrow focus of serving the customer well and in a most efficient manner. The concept of Customer Relationship Management has a broader focus of not only serving the customer but also creating the customer and retaining him for measurable and substantial returns. CRM is a vast subject where the concept of one to one marketing is supported by Database Marketing. MAURYA SHERATON DEFINES CRM AS “Customer Relationship Management is a process of managing customer relations in an organized way”. They aim at managing “each moment of truth” that is experienced by the customer. According to Mr Hariharan there are various contact points where the hotel comes in direct contact with the customer which are known as ‘Touch points’ in the CRM language. These touch points are considered important as there is direct interaction with the customer and they provide valuable input to the hotel. The input provided by the customer has to be captured in such a way that it becomes information and can be used by various processes within the hotel. This can be done with the help of technology and the aim is that whenever there is a customer interface with any of FIELD PROJECT CRM IN HOTEL INDUSTRY those processes they are able to use that information...
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...office supplies, stores offer computer hardware and software, furniture, art and school supplies and printing and copy services • The company has recorded revenues of $25.1 billion with an increased rate of 1.9 % compared with the previous year. Staples Strategic Plan 1. Mission Statement and a Vision Statement. • Maintain their leadership position by delivering their brand promise. Focus on customer service, customer acquisition and retention and providing customers a broad assortment of core office product and services. Focuses on expanding categories beyond core office supplies, copy and print services, promotional products and furniture. Database Upgrade, PeopleSoft upgrade, Implementing Kronos time and labor for timesheet, Ecommerce application support/upgrade/enhancements. • Staples Inc. vision is to be a world’s leading office product. Maintain sustainability and make a good reputation. Staples would open many stores worldwide in many countries to make customer easy to buy their product respectively and want the customer choose their company as the only one supplier office product for their business. Analysts are expecting earnings growth to increase by 5.58% over this year's forecasted earnings. Take over competitors business to get their customer base and provide better services. 2. Statement of Strategic Direction • Execute a market penetration strategy to...
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...Frequent Shopper Program Robert Furmanek BSA 375 July 15, 2013 Karen G. Knox Kudler Fine Foods Project Charter Prepared: June 20, 2013 Project Name: Service Request SR-kf-013 Project Manager: Kathy Kudler Customer: Kudler Fine Foods Project Sponsor: Kathy Kudler Project Start / End (projected :) Project Overview Service Request Sr-kf-013 is the implementation of a Frequent Shopper Program at Kudler Fine Foods. The information system created will collect information of every purchase of a loyal customer, keep track of their purchases, and provide point systems for loyal customers to receive a discount on certain items. Objectives Kudler Fine Foods (KFF) was established in 1998 by Kathy Kudler. Kudler is based in southern California and offers a wide array of high-end food products and wines. Kudler has currently three locations (La Jolla, California, Encinitas, California, and Del Mar, California. KFF is interested in development of a project request for a frequent shoppers rewards program (SR-kf-013) that consists of a brand new system that will track their customer’s purchases through a frequent shopper program. This new tracking system will award Kudler’s valued customers with loyalty points that can be redeemed for sale incentives made through the company and its partnership with a variety of venders...
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...2014 Hoosier Burger Case Analysis Having a dream since the 1970’s of owning their own restaurant, Hoosier Burger owners realized that dream when they noticed a for sale sign in the window of Myrtle’s Family restaurant while driving one day. After purchasing the business, the owners, Bob and Thelma Mellenkamp identified the need for an information system (IS) project in order to support their needs for a system that supported inventory control, customer services, marketing, and food preparation. The system has a strategic focus on improving day-to-day operations for the company, assisting Bob and Thelma in their duties as company executives. (Valacich, George, & Hoffer, 2009, p. 28) The systems development life cycle (SDLC) became an important part to the development of an effective system for Hoosier Burger. The goal of this system was to modernize the information system, by implementing four key steps of SDLC, (1) planning and selection, (2) analysis, (3) design and (4) implementation and selection. This improved system would replace the current system of paper records for the inventory control, customer orders, and management reporting systems. In addition, Bob and Thelma considered a point of sale (POS) system, which would allow them to generate reports that are more detailed and track inventory more accurately. As a family owned business, Hoosier Burger required a POS system that will not exceed the limit of their budget. The points of sales that this...
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...A PROJECT REPORT ON The Impact of Empowerment on Employee Effectiveness and Employee Responsiveness in Banking sector of Mysore Submitted by Deeksha.B USN-4JC10MBA35 Submitted to VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM, INDIA In December 2011 In partial fulfillment of the requirements For the award of MASTER OF BUSINESS ADMINISTRATION Under the guidance of Mr Girish Baga Assistant Professor Sri Jayachamarajendra College Of Engineering, Mysore Sri Jayachamarajendra College Of Engineering JSS Technical Institutions Campus, Mysore 570006 Autonomous institution affiliated to Visvesvaraya Technological University DECLARATION I,Deeksha.B , USN 4JC10MBA35 a student of Master of Business Administration at Sri Jayachamarajendra College of Engineering, JSS Technical Institution Campus, Mysore, India hereby declare that this project report titled “The Impact of Empowerment on Employee Effectiveness and Employee Responsiveness” is a record of an original and independent work carried out by me during the period july to december in the 3rd semester of the course under the guidance of Mr. Girish Baga Master of Business Administration, Sri Jayachamarajendra College of Engineering, JSS Technical Institution Campus, Mysore, India submitted to Visvesvaraya Technological University, Belgaum, India, in partial fulfillment of the requirements for the award of Masters of Business Administration. I further declare that this project work and...
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