Premium Essay

Making the Right Call

In:

Submitted By gheghedg
Words 328
Pages 2
I. Title of the Case
Making the Right Call – A Globe Telecom Case Study

II. Case Summary

Globe Telecom, member of Asia’s Singtel Group, collaborates with HFI or Human Factors International, a company specified for UX design, consultation, and training. This is to rebuild their user experience design and foresee an increased revenue generating from value-added services.

Globe Telecom provides a diverse value added services here in the Philippines. Due to our country’s demographics, many users pre-pay rather than sign up for monthly billing. This is essential for Globe’s revenue uptake but despite the convenience of services offer, the revenue uptake is still below expectation.

Globe Telecom and HFI upgraded the user experience (UX) design and created a single convergent portal – a seamless, consistent user experience between every service. HFI helped create new designs for the entire range of existing services, application by application. HFI supported Globe from creating a sustainable and permanent user experience (UX) design and gave a promising result.

III. Statement of the Problem

Primary Problem: How Globe and HFI collaboration made a significant differentiation in the global market?
Secondary Problem: How Globe manage to overcome the decreasing uptake of revenue due to third party value added content providers?

IV. Statement of the Objectives

* To be able to meet customer expectations * To be able to create central design guide for third party value added content providers * To continue being competitive among competitors while improving various areas * To improve quality of customer user experience * To take further advantage of further business opportunities and improve overall competitive advantage

V. Areas of Consideration STRENGTHS | WEAKNESSES | OPPORTUNITIES | THREATS | * Strong

Similar Documents

Premium Essay

Ethics Case

...personal office assistant, he does not have the right to issue the patients’ refill order for Value and an antidepressant medication. He has been hired as Dr. Williams’s assistant in the office. This patient that has called in could be on restriction from receiving these medications he has requested and found a chance to get a refill because a new person took the phone call. There are questions to be asked when trying to understand the situation that the patient gives. Why didn’t the patient prepare for his trip in advance instead of waiting until the last minute to call in and get a refill for the requested medications? He could have given a time frame of 30 minutes so that Mr. McCall would not have time to consult Dr. Williams before making an ethical decision. There would be no difference if the medication that was being requested were for control of high blood pressure that the patient critically needs on a daily basis. Any type of medication request would need to be authorized by the doctor first. Dr. Williams could have changed the type of blood pressure medication that this patient needs or he may want to try the patient on a different type of medication when this patient’s medication refills are gone. You can never assume that the patient knows his or her doctor’s intentions. Mr. McCall does not have the final say in issuing any type of medication without first consulting with Dr. Williams. If Jerry calls in the refill for the patient and the patient has...

Words: 863 - Pages: 4

Premium Essay

Poker Theory by David Sklansky

...The Theory of Poker By David Sklansky A product of Two Plus Two Publishing SIXTH PRINTING October 2004 1 About David Sklansky David Sklansky is generally considered the number one authority on gambling in the world today. Besides his nine books on the subject, David also has produced two videos and numerous writings for various gaming publications. His occasional poker seminars always receive an enthusiastic reception including those given at the Taj Mahal in Atlantic City and the World Series of Poker in Las Vegas. More recently David has been doing consulting work for casinos, Internet gaming sites, and gaming device companies. He has recently invented a new game called Poker Challenge, soon to appear in casinos. David attributes his standing in the gambling community to three things: 1. The fact that he presents his ideas as simply as possible (sometimes with Mason Malmuth) even though these ideas frequently involve concepts that are deep, subtle, and not to be found elsewhere. 2. The fact that what he says and writes can be counted on to be accurate. 3. The fact that to this day a large portion of his income is still derived from gambling (usually poker but occasionally blackjack, sports betting, horses, video games, casino promotions, or casino tournaments). Thus, those who depend on David's advice know that he still depends on it himself. Other Books by David Sklansky Hold 'em Poker Getting The Best of It Sklansky on Poker Poker, Gaming, and Life Sklansky Talks...

Words: 49003 - Pages: 197

Premium Essay

Submissions

...The Theory of Poker By David Sklansky A product of Two Plus Two Publishing SIXTH PRINTING October 2004 1 About David Sklansky David Sklansky is generally considered the number one authority on gambling in the world today. Besides his nine books on the subject, David also has produced two videos and numerous writings for various gaming publications. His occasional poker seminars always receive an enthusiastic reception including those given at the Taj Mahal in Atlantic City and the World Series of Poker in Las Vegas. More recently David has been doing consulting work for casinos, Internet gaming sites, and gaming device companies. He has recently invented a new game called Poker Challenge, soon to appear in casinos. David attributes his standing in the gambling community to three things: 1. The fact that he presents his ideas as simply as possible (sometimes with Mason Malmuth) even though these ideas frequently involve concepts that are deep, subtle, and not to be found elsewhere. 2. The fact that what he says and writes can be counted on to be accurate. 3. The fact that to this day a large portion of his income is still derived from gambling (usually poker but occasionally blackjack, sports betting, horses, video games, casino promotions, or casino tournaments). Thus, those who depend on David's advice know that he still depends on it himself. Other Books by David Sklansky Hold 'em Poker Getting The Best of It Sklansky on Poker Poker, Gaming, and Life Sklansky Talks...

Words: 49004 - Pages: 197

Premium Essay

Mba500

...Issue and Opportunity Identification The issues presented in the Global Communications scenario are multi-faceted: Competitors in the telecommunications industry are all competing for the same business, cable companies are providing complete solutions that encompass computers, television and traditional telephone service and when Global Communications entered a selection of international markets the strategy was met with mixed results. As a result, Company stock depreciated more that 50% in a three year period. The stockholders are lamenting over the diminishing returns and there is much speculation on the probability of the Company’s ability to rebound. Additionally, a significant percentage of the workforce is comprised of technical call center or customer service representatives. These workers are represented by a collective bargaining agreement and recently took concessions in education and health benefits that totaled about 20%. Further, a strategy for resolution of the issues at was presented to and approved by the Board of Directors without consideration of stakeholder buy-in or potential violations...

Words: 1525 - Pages: 7

Premium Essay

Charles Katz Case Study

...The Curious Case of Charles Katz The United States Constitution’s purpose is to protect the natural rights of all Americans. The first ten amendments, also known as the Bill of Rights, outline those basic principals. The amendment involved in the case of Katz V. United States was the fourth. This amendment protects individuals from unreasonable searches and seizures without a warrant; however, there are limitations to this rule. For example, any searches inside a home are considered unreasonable unless “an officer is given consent to search, If the search is indecent to a lawful arrest, if there is probable cause to search and exigent circumstances, or if the items are in plain view” (What Does the Fourth Amendment Mean?). When an officer suspects a person is involved in...

Words: 855 - Pages: 4

Premium Essay

Business and Admin Level 2

...regularly • When you’ve finished, print out a copy to keep for reference • Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number. Please note that this Assessment document has 13 pages and is made up of 9 Sections. Name: Section 1: Using the telephone This section will help you to evidence Learning Outcome 1: Understand how to make and receive telephone calls. |Learning objective |Place in Assessment | |1.1 Describe the different features of telephone systems and how to use them |Question 1 Page 1 | |1.2 Describe how to follow organisational procedures when making and receiving telephone |Question 2 Page 2 | |calls | | |1.3 Explain the purpose of giving a positive image of self and own organisation |Question 2 Page 2 | 1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used. [1.1] |Feature |How / when used...

Words: 3287 - Pages: 14

Free Essay

Gapanalysis Global Comm

...Global Communications stock. Questionable decision making and internal communication have forced leadership to a decision of outsourcing call centers to foreign countries and a push through new products towards globalization. This paper attempts identify: The issues and opportunities that all Global Communications stakeholders face, the gap that needs to be bridged, and the end state visions the company will adopt to reinvent itself. Issue and Opportunity Identification Global Communications is faced with increased industry competition and their stock value has depreciated over 50 % during the past three years. Global faces a great deal of competition in local and international long distance services. Cable companies have stepped in and provided robust portfolio of products to consumers at the cost of market share for Global communications. The result of this increased competition and the rise in call center costs have caused management to devise an aggressive plan to address these issues. This plan calls for outsourcing of call centers to foreign countries and a move towards the global market, offering consumer and businesses, a well rounded portfolio of products. The implementation of this plan will result in massive lay-offs for union workers and a 10% salary reduction for retained employees. The board and management have both agreed to this plan, but the union does not and was not included in the decision making process. Stakeholder Perspectives/Ethical Dilemmas ...

Words: 1837 - Pages: 8

Free Essay

Mary Wolstoncraft

...Qendresa Krasniqi Essay Mary Wollstonecraft A Vindication of the Rights of Woman Epoka University 19 May 2014 Introduction: Mary Wollstonecraft on the book Vindication of the Rights of Women writes for or better say demands better education and right for women by arguing on some others author writings. This topic is very important especially for women, because in her book we can see how women were prejudiced and discriminated at a specific time frame chosen by the author. She calls out to all women to be interested in education, and she calls men not to feel superior and believe women to be inferior because according to her the only reason women were prejudiced was that men saw women as weak and fragile compared to them. Most importantly, she argues that woman should not have only a domestic education and by saying that upon receiving an education, women will become more powerful. Personally, I agree on all her ideas, because i believe in women equality, especially when it comes to education, and women must be seen in the same manner as men in the society. This paper will show Wollstonecraft’s main ideas that she used in her famous book dedicated to women rights. A short biography of Mary Wollstonecraft: A history making woman, “mother of feminism” Mary Wollstonecraft was born on April 27th 1759 in England, in a middle-class family with an alcoholic and abusive father, and was the second child out of seven. Failures of her father and illness of her mother made her...

Words: 2315 - Pages: 10

Premium Essay

Juvenile Justice History

...The Development of Juvenile Justice Throughout the development of juvenile justice, there have been many important cases that have improved the process of the juvenile justice system and safeguarded the rights of the juvenile’s going through it. However, the three cases that I believe to be the most important in the development of juvenile justice are the In re Gault or the Gault decision, the In re Winship or the Winship decision, and the case Breed v. Jones. Each of these three cases that I chose all improves juvenile justice process by safeguarding a juvenile’s rights. To begin, the most important case in the history of the juvenile justice is the case In re Gault. Gault was a 15-year-old boy who was accused of making a lewd phone call to a neighbor and taken into custody where he was held in a detention home. Even from the start, certain rights were not granted that normally would have been if Gault had been 18 years old. His mother was never officially notified of his detainment, during his first hearing there were no specific facts stated, no witnesses, no...

Words: 782 - Pages: 4

Free Essay

Black-Scholes

...more and more complicated in order to associate with change of business structure. Consequently, this had led to rising of financial risk to investors invisibly. Hence, investors would like to speculate and hedge the financial risk as much as possible when do financial decision. Derivative financial instruments such as options, futures and others have been introduced and more commonly used to manage financial risk for improving decision making in this dynamic competitive environment. Options are defined as securities which one party has the right (no obligation) to buy or sell underlying assets with certain price within a certain/specific period of time (Hull, 2012). The option can be either call (right to buy) or put (right to sell) in the form of American options (exercised any time until expiry date) or European options (exercised on expiry date) as either traded options (standard option contracts) or overt-the-counter options (tailor made options). Due to various choices of options, different option pricing models such as Put-Call Parity, Black-Scholes, Cox-Rubenstein Binominal, Risk-Neutral valuation, the Greeks and others has been developed and applied in current financial market. Black-Scholes Option Pricing Model (BS) BS is designed and introduced by Fisher Black and Myron Scholes in 1973 with the assumptions of the market is efficient, returns are lognormal distributed, no commission or transaction cost is charged, no dividend is paid, no penalties to...

Words: 1927 - Pages: 8

Free Essay

Information Technology Acts

...Nevertheless, new information technological advancement calls for the creation of new acts. The Do Not Call Implementation Act of 2003 was created to enforced telemarketers to comply with the rules “Do-Not-Call”. This action was taken due to the high volume disturbance calls generated by telemarketers during evening hours when families are home from work and school. According to Banger, Evansburg, Watson, Welch (2003) the volume of disturbances calls was so high that the vast majority of the United State of America population took action. The public addressed the Federal Communication Commission, the Telecommunication Protection Act, and Federal Trade Commission stating their right to peace had been unethically violated by the telemarketers. (Banger et al. 2003) On February 12, 2003, the House of Representative overwhelmingly approved by a vote of 418-7 the "Do-Not-Call" Implementation Act (H.R. 395), authorizing the Federal Trade Commission's (FTC's) proposed national do-not-call registry. [Sec 15 Intell. Prop. & Tech. L. J., No. 3 (Mar. 2003).] The Act passed the Senate by unanimous consent on February 13, 2003, without amendment. On February 20, 2003, President Bush signed a government wide spending bill approving funds for the national registry. The Federal Trade Commission ruled formed a National Do-Not-Call Registry that allowed end users to register their telephone numbers blocking unnecessary telemarketing calls. This registry had an expiration time limit of...

Words: 662 - Pages: 3

Premium Essay

Job Development

...JOB DEVELOPMENT ESSENTIALS Laura Wyckoff Carol Clymer a guide for job developers Second Edition A PUBLICATION OF PUBLIC/PRIVATE VENTURES JOB DEVELOPMENT ESSENTIALS A Guide for Job Developers Second Edition Laura Wyckoff Carol Clymer Second Edition © copyright 2005. Public/Private Ventures. All rights reserved. 2 JOB DEVELOPMENT ESSENTIALS Acknowledgments .............................................................................. 6 Developers, Writers, and Funders........................................................ 7 About Job Development Essentials......................................................... 9 Before You Begin ............................................................................. 11 CHAPTER 1: LAYING THE GROUNDWORK ............................................. 13 Preparation Checklist Educating Yourself Resources for Research Starting a Dialogue Tips for Preparing Preparing an Attitude Planning for Initial Contact Common Mistakes About Your Performance CHAPTER 2: MAKING INITIAL CONTACTS .............................................. 25 Six Facts A True Story Outline for an Initial Call Keep the Dialogue Going Steps for Handling Objections Determining Needs, Offering Services Getting the Specifics Employer Contact Record Checklist for a Site Visit Common Mistakes About Your Performance table of CONTENTS PAGE 1 OF 3 JOB DEVELOPMENT ESSENTIALS 3 table of CONTENTS PAGE 2 OF 3 CHAPTER 3: DEVELOPING THE EMPLOYER...

Words: 24387 - Pages: 98

Premium Essay

Boolean

...provide a library of prewritten functions that perform commonly needed tasks. Library functions are built into the programming language and you can call them as needed. They are commonly performed tasks. Help Video: View the tutorial video titled, "lab7-1.wmv" to assist you in completing this lab assignment. Writing Your Own Function that Returns an Integer Step 1: A function contains three parts: a header, a body, and a return statement. The first is a function header which specifies the data type of the value that is to be returned, the name of the function, and any parameter variables used by the function to accept arguments. The body is comprised of one or more statements that are executed when the function is called. In the following space, complete the following: (Reference: Writing Your Own Functions, page 225). a. Write a function with the header named addTen. b. The function will accept an Integer variable named number. c. The function body will ask the user to enter a number and the add 10 to the number. The answer will be stored in the variable number. d. The return statement will return the value of number. Function a.Integer a.addTen (b.integer number) Display “Enter a number:” Input c.number Set c.number = number + 10 Return d.15 Step 2: In the following space, write a function call to your function from Step 1....

Words: 2530 - Pages: 11

Free Essay

Electronic Surveillance of Employees

...the employee, unless noted by company policies In the office workplace, there are typically two types of workspace, an open area, in which there are several desks and where conversations can be overhead, or an enclosed office, in which, when the door is closed, conversation cannot be heard and where one would expect virtually total privacy. Explain whether it makes a difference if an employee is in an open are or in an enclosed office. It does make a difference if an employee is in their own office space or are in an open area. For example, my manager sits in a closed off and the employees share a suite. Because she is behind a closed door, she is able to close herself off to other to have meetings with other employees, conference calls, personal conversation with others, clear her mind or thought process, and even be able to complete task that are given to her. With the other employees sharing a suite, we have no privacy or down time. You can hear what everyone is talking about, including personal conversations. You can tell when they do not finish their work or not working at all,...

Words: 1210 - Pages: 5

Premium Essay

Ethics Case Study-Medical Law & Ethics

...Misty Bagwell Week 2 HCS 335 Ethics Case Study-Medical Law & Ethics Jerry McCall is Dr. William’s office assistant. He has received professional training as both a medical assistant and a LPN. He is handling all the phone calls while the receptionist is at lunch. A patient calls and says he must have a prescription refill for Valium, an antidepressant medication, called in right away to his pharmacy, since he is leaving for the airport in thirty minutes. He says that Dr. Williams is a professional friend and always gives him a small supply of Valium when he has to fly. No one except Jerry is in the office at this time. What should he do? First before we get into the matter we need to describe what a medical assistant’s job is and what tasks that they perform. A medical assistant’s roll is to complete the administrative and clinical tasks in the office for physicians, podiatrists, chiropractors, and other health practitioners to help make their jobs just a little bit easier. The jobs for a medical assistant will vary due to the location of a practice, the specialty of the practice, and size of the practice. A medical assistant’s job is to help a doctor with the administrative part in the office and the clinical duties so that a doctor will be able to see and receive patients a whole lot faster. A medical assistant must have graduated from an accredited program and they also have to pass a national certification exam. Does Jerry’s medical training qualify him to...

Words: 1109 - Pages: 5