Premium Essay

Managing Customers and Time

In: Business and Management

Submitted By miyamose
Words 1218
Pages 5
Managing Customers and Time

Organisation: Burger King
This report discusses managing customers and time. It will evaluate the value of customers for chosen organisation and the focuses on Burger King. Research will examine how target customers influence the company.
The main purpose is to research which type of customers has the potential to influence BURGER KING®. This organisation will increase customer value created, and relate to the theoretical concept to give some usefulness information.
Burger King was founded in 1953. BURGER KING® is the second largest fast food hamburger chain in the world, after McDonald. Currently, the BURGER KING® operates more than 12,300 locations serving over 11 million customers daily in over 76 countries worldwide.
The target customer can be grouped which are children, blue collar worker and young adult. The main targeted population are children. BURGER KING® offers toys in Big Kid Meals to attract its target customers, which is children. Blue collar workers are people who have the busiest lifestyles; possibly balancing life and one job other job to be able to earn living. These customers look for quick and convenient meals because of their busy lives to minimise their own time and gain on working hours. Young adults mostly studying and some may have a part time job. BURGER KING® provides the fastest and cheapest meals to customers who own low wages, an example of this is teenagers and low income workers.
In relations to porter’s competitive forces, bargaining power of customer is described as “the market of outputs: the ability of customers to put the firm under pressure, which also affects the customer's sensitivity to price changes”. There are many aspects of competitive forces with Burger King; an example of this includes bargaining leverage, buyer volume, buyer information availability, buyer price sensitivity,…...

Similar Documents

Premium Essay

Managing Customers and Time

...LECTURE 3 Managing Customers and Time Chapters 10 (pp. 396-405) & 16 (pp. 646-651) Cost Accounting: a managerial emphasis (Horngren et al.) Rahat Munir Department of Accounting and Corporate Governance accg301@mq.edu.au 1 Learning Outcomes 1. Explain customer profitability analysis 2. Describe differences in an organisation’s revenues and costs across customers purchasing the same product 3. Explain differences in customer level costs across customers 4. Describe the ways to calculate customer costs 5. Describe customer-response time and explain the reasons for and costs of delays 6. Explain the customer waiting time 2 1 8/22/2011 Customer Profitability Analysis 3 Customer Profitability Analysis Customer profitability analysis is a decision tool used to evaluate the profitability of a customer. Why calculate customer profitability? Which customers generate the greatest profits? And how do we retain them? Which customers generate the lowest profits? And how can we make them more profitable? What types of customers should we focus on to maximise profitability? 4 2 8/22/2011 How to Calculate Customer Profitability? COMPARISON Revenue generated by a customer or customer group – [customer revenue analysis] Costs of all activities used to support a dt t customer or customer group – [customer cost analysis] Relative profitability of customers can be determined and used for a range of strategic decisions 5 Customer Revenue......

Words: 3187 - Pages: 13

Premium Essay

Mt Whitney

...Unit 5: Managing service levels CONTENTS A. PAGE B. C. D. E. F. G. INTRODUCTION TO UNIT 3  Aims 3  Your learning outcomes 3  Essential and suggested reading 4 SERVICE EXPECTATIONS 5  Customer expectations 5  Service encounter experience 5  Organisational change of focus 7  Ensure that segments are compatible (managing the segment portfolio) 7  Segment management 8 SERVICE LEVELS AND STANDARDS 9  Introduction to expected service levels 9  Problems in defining and agreeing service levels 9  Expected service levels versus service standards 10  Developing a set of service standards 11  How many service standards are necessary? 11  Planning service standards 12  Implementation of service standards 12  How can service standards be used? 13  Review of service standards 13 SERVICE RECOVERY 17  What happens when things go wrong? 17  Conflict management 19  Service recovery processes 19  Effective service recovery 20  Building trust 21 SUMMARY 22 NOTES AND GUIDANCE ON THE SELF-ASSESSED ASSIGNMENTS 23  Self assessed assignment 1 23  Self assessed assignment 2 24 REFERENCES 25 1 Unit 5: Managing service levels Blank page 2 Unit 5: Managing service levels A. INTRODUCTION TO UNIT This unit looks at the expectations of the customer and how they relate to managing service levels. It also covers managing service levels with service standards, service guarantees and service level agreements (SLA). It investigates what goes......

Words: 6360 - Pages: 26

Premium Essay

Supershuttle

...Introduction……………………………………………………………………………………………………………1 2. Managing People and Relationships …………………………………………………………………….1 2.1 The Relationship between Supershuttle and the Customer (Geoff Southern) 2.2 To Solve Problems and Improve Service Quality 3. Managing Information for Decision Making…………………………………………………………….3 3.1 How the Demand in the Market is Learned 3.2 How the Demand Can Be Predicted 4. Managing Operational Finance……………………………………………………………………………….4 4.1 Identify the Relevant Costs 4.2 Alternative Operating Policies and the Effects of Seasonality and Day Variation 5. Conclusion……………………………………………………………………………………………………………….5 6. References………………………………………………………………………………………………………………6 CASE STUDY: SUPERSHUTTLE 1. INTRODUCTION: A service is something that the public needs, such as transport or communication facilities, which is provided by an organisation. Due to increasing population, the demand for transportation has grown significantly and as a consequence of this, transportation companies are becoming more widespread and altering their forms of services. Supershuttle is a franchise company and the company yields “door-to-door service” to 8 million passengers per year (Supershuttle.com, 2012). The company website can be utilized by customers to book an appointment or to communicate with the customer service or......

Words: 1781 - Pages: 8

Premium Essay

Supply Chain Management

...Introduction This report is engendered to analyze the functions, procedures and operations that Canadian Freightways participate in order to sustain synergy between CF and its customers, its views on outsourcing, as well as the efficiency of its operations. However the real question is; is CF taking all possible measures to fully satisfy their customer’s requirements? Are there areas within CF’s internal controls that could be altered in order to improve and provide a better experience for their customers? If not, what are the externa factors and how could outsourcing be used to capitalize on these areas of structural weakness? In addition to establishing possible solutions an examination of Canadian Freightways practices will be analyzed to determine what steps are taken to resolve all barriers of customer fulfillment, and in addition a breakdown of a make or buy analysis will define Canadian Freightways approach to outsourcing. This report will also include an evaluation of the approaches CF takes to ensure effective and efficient operations and how these activities deliver customer value. Finally a few suggested recommendations will be produced to help improve the organization’s customer fulfillment and overall success. Canadian Freightways and Outsourcing Why must Canadian Freightways outsource and what are benefits to having work operations and product production completed “in-house” (Make or buy decisions Investopia) rather than by another company? When......

Words: 3092 - Pages: 13

Premium Essay

Process Improvement Operations

...inherent part of the service experience is that customers dislike waiting and this waiting influences the customer evaluation of service (Taylor, 1994). Kaiser Permanente’s business office is working on improving their customer service process time for financial aid applications. Currently the average completion time that a customer spends in the office is about 23 – 38 minutes from start to finish. The business office team made minor changes in their process flow to decrease bottlenecks in the process flow. The goal is that these improvements decrease the average wait time to 16 – 22 minutes. Over the past few weeks time studies have taken place to analyze if the process improvements that have been put in place have had a positive impact to the patients and staff. Before changing the process flow the business office observed the current workflow to establish the current confidence interval. The observations were random including both peak and non peak service times. In addition, the same amounts of observations were made on each day of the work week. In total 25 observations were performed with the time noted for each case. The average observation time prior to the change is 30 minutes. This 30 minute time is the baseline service time that the business office will work on improving. The business office will improve this time by decreasing the customer wait time or by managing the perception of the customers wait time. One factor that......

Words: 1110 - Pages: 5

Premium Essay

Business Strategy

...Managing Strategy 1 Amazon STRATEGIC ANALYSIS OF AMAZON Submitted for: MBA IN MS (MANAGING STRATEGY) TUTOR: PAUL ANDERSON SUBMITTED BY: C0411672 Managing Strategy 2 Amazon CONTENTS Title..................................................................01 Contents....................................................... 02 Introduction.................................................03 Section 1 Current strategic position......................04 Macro environment.................................... 04 Micro environment......................................07 Strategic Capabilities................................10 Section 2 Current and Future strategy..................13 Bowman’s strategy clock.........................13 Section 3 Implementation issues............................... 16 Cultural web................................................16 Kotters 8 step theory................................18 Conclusion....................................................21 Reference list..............................................22 Appendix..........................................................30 Managing Strategy 3 Amazon INTRODUCTION Amazon is an e-commerce platform based organisation established in 1995 by Jeffrey P. Bezos. Amazon.com is based in Washington, United States. Amazon is recognised as customer centric e-commerce organisation giving wide varieties, low price offers and convenience to its customers by offering services......

Words: 5866 - Pages: 24

Premium Essay

Manage Quality Customer Service Learner Guide

...Manage Quality Customer Service National Unit of Competency BSBCUS501B Learner Guide BSB107 Version 4 Learner Guide BSBCUS501B Manage Quality Customer Service 1. Learner Guide 22 November 2011 Learner Guide BSBCUS501B Manage Quality Customer Service Table of Contents 1. 2. 3. Learner Guide ...................................................... 3 1.1 Conditions of use .......................................................................3 Introduction to the Learner Guide ........................ 5 2.1 Icon Legends .............................................................................6 Unit of Competency Information........................... 7 3.1 Unit Descriptor ..........................................................................7 3.2 Elements of Competency and Performance Criteria........................7 4. 5. Unit content .......................................................... 9 How to approach study in this Unit ..................... 56 5.1 Useful references and texts ........................................................56 5.2 Assessment..............................................................................57 22 November 2011 Learner Guide BSBCUS501B Manage Quality Customer Service 2. Introduction to the Learner Guide Welcome to the Learner Guide for Manage Quality Customer Service. This Learner Guide has been designed to assist the development of the underpinning knowledge......

Words: 10350 - Pages: 42

Premium Essay

It Decision Paper

...the key business objectives is to reduce the delivery time by providing the local warehouse services but managing the employees is of key concern when the delivery time is needed to be reduced. Another business strategy is to improve the percentage of loaded miles however without employee scheduling even this objective is not achievable since the employees need to take care of the loaded miles. One another crucial objective is to provide the customer accurate delivery time but the employees are the ones who need to take care of the delivery time managing the task of the employee will solve the objective of the delivery time. Another objective is to provide the customers the best services and this can be done only when the employees of the organization are managed in the best manner. Moving to the IT strategies alignment: one of the IT strategies is to provide mobile applications to the consumers, employees, and business partners. Employee scheduling system will help the managers to manage the team in a mobile manner through on-line assignment of the tasks and automatic notification to the employees. IT Portfolio Management: Employee scheduling system software is needed to be delivered in quarter 1 or 2, since delaying it more than quarter 2 will delay the advantages of the proposed system. This system will manage operations of the organization since the employees are the key asset of the organization; Hence, managing the employees will manage the operations. Other......

Words: 1615 - Pages: 7

Premium Essay

Managing Projects

...Critical evaluation of theories for managing cultural diversity 9 Secondary research method 10 Primary research method 10 Interview 10 Findings and Discussion 11 Findings from secondary research 11 Managing diversified customers 11 Recommendations and Conclusion 13 Conclusion 13 Recommendations 13 References (Harvard Style) 17 Introduction Introduction to subject area It is a well known fact that success of the hospitality industry depends on the high quality services provided to the customer. It is the responsibility of the leaders to motivate and inspire employees to deliver a higher quality services for the success of the organization. With the increasing globalization, the leaders in the hospitality industry also come across through different challenges. Employees from diverse background, culture, and beliefs work in a hospitality industry. In this regard, it is necessary for leaders in the organization to understand and respect the values and beliefs of the subordinates. It will help leaders to inspire the subordinates for a better performance. In a highly globalized hospitality industry, both employees and customers, may belong to diverse cultural backgrounds, so it becomes more important for leaders to be able to manage diversified workforce as well as customers (Bateman, 2011). The leaders in the organization should be familiar with all theories and techniques whichever are helpful in managing cultural......

Words: 5625 - Pages: 23

Free Essay

Freeman Stakeholder Theory

...MANAGING FOR STAKEHOLDERS: TRADE-OFFS OR VALUE CREATION1 One of the central uses of stakeholder theory, in its original form, was as a counterpoint to the idea that corporations should be managed in the interests of shareholders. As the theory developed the debate was often framed in terms of “shareholders vs. stakeholders.” While developing “theories of the firm” is an interesting and useful project, focusing solely on “theory of the firm” obscures a more important contribution of stakeholder theory. The purpose of this brief essay is to set forth what I consider to be the central insight of stakeholder theory: the jointness of stakeholder interests. The Basic Idea The basic idea of “managing for stakeholders,” as I now see it, is quite simple, and I believe it is closer to the origins of the idea from Eric Rhenman and the Tavistock thinkers. In fact, Juha Nasi was correct in his assessment of the Scandinavian origins of the stakeholder idea that focus on what holds stakeholder interests together. Nasi originally suggested that we focus on “intressent” in Swedish. “In Finnish this term was modified as “intressentti” or “sidosryhma” which could be translated as an “interest group” or even as a “linkage” or “bonding” or “binding” group.” (Nasi, 1995 at 98) It is this bonding or binding idea that is most interesting to explore. Managing for stakeholders asks us to see stakeholders as “bound together by the jointness of their interests.” So, the basic idea goes like this.......

Words: 2238 - Pages: 9

Premium Essay

Business

...project, in partnership with Waterford City Enterprise Board Ltd and South East Region Enterprise Boards Managing your business > Marketing your business For all your business enquiries contact:- Page 1 Managing your business > Marketing your business 03 43121_Marketing_Your_Business 10/8/05 8:06 am Page 1 Managing your business > Marketing your business 1. INTRODUCTION – WHY YOU NEED MARKETING In order to succeed, you need cashflow. To get cashflow, you need paying customers. To get customers, you need marketing. As your own marketing director, you have to make decisions about: 3. PRICING Every product or service has a price. In order to set a price, you need to consider: Distribution ■ Advertising ■ PR ■ Selling Your pricing strategy (Cost plus, Market minus, Penetration, Skimming, etc.) Customer service levels ■ How much are your customers motivated/influenced by price? Pricing ■ ■ The product or service ■ Your cost price calculations (including pricing your time) ■ ■ ■ 2. MARKET RESEARCH The better your market research, the smarter your decisions, and the more profitable you will be. Market research will: Whatever you decide, stick to it and do not be afraid to ask! 4. THE IMAGE YOU WANT TO PROJECT Your image determines how your customers perceive you. Does your image instil trust, is it helpful to your business, or is it a hindrance? With......

Words: 27477 - Pages: 110

Premium Essay

Xccxxcxc

...and improve customer service Submission details Candidate’s Name | | Candidate’s ID number | | Assessor’s Name | | Due Date | | Assessment Date/s | | Time/s | | Instructions to Students 1. You must accurately complete the Student Assessment Pack. 2. Your Assessor may want to discuss written answers with you to get further evidence of your understanding and to check that it is your original work 3. You need to submit Assessment Cover Sheet for each assessment. 4. You are permitted to use dictionaries and to seek support, as required. 5. Where your work has been deemed as unsatisfactory, you will be permitted to resubmit the assessment. Refer to RGIT reassessment policy and procedure. 6. Unless the assessment task specifically allows pair work or group activities such as brainstorming, you must submit their own original work and are not permitted to copy the work of other students. Plagiarism is never acceptable. 7. Assessments must be submitted on their due dates. 8. Extensions are permitted in consultation with the trainer. Performance objective The candidate will demonstrate the ability to monitor, adjust and review customer service. Assessment description Using the background information on Innovative Widgets from your Student Workbook and from documentation provided throughout the course, you will develop strategies to monitor progress and obtain customer feedback. You will use performance information and customer......

Words: 617 - Pages: 3

Premium Essay

Manager’s Job in Context

...management process. A detailed examination of the work of a manager in real time is performed so as to identify the job description, his role in organizational effectiveness, his interaction with other individuals who are involved in organizational operations. The organizational structure is analyzed so as to identify the ways through which the manager interacts with different departments and external individuals for the effectiveness of the organization. The Organization In this report I have taken an organization name “WM”, which is a retail company that showcases different product lines in its retail shop and hold a good market place in the world. Due to privacy concern I am not disclosing any name as well as the company’s real name. This organization WM has multiple departments like Human resource, Packaging, Accounts, Marketing etc. The role of the Managing Director of WM is considered for the analysis. His job or specific tasks are described, his communication with internal and external individuals is examined and a well-defined organizational structure is outlined. Job Description of a manager in an organization The managing director is the superior and senior most full-time executive of the company who is responsible for the effectiveness of the organization. He has the authorization to directly report to the chairman or board of directors of the company (A, 2009). Responsibilities of Managing Director in WM * Formulation and implementing the company......

Words: 2054 - Pages: 9

Premium Essay

Hqm=Cs

...HQCS: Manage Quality Customer Service Student Guide BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service 1 BSB51107 Diploma of Management _____________________________________________________________________________________________ Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement. Learning outcomes Students will, upon successful completion of this unit understand the needs of both internal and external customers using processes such as research and motivational programs to ensure a quality delivery is achieved. Teaching program The program is of forty (40) hours duration, comprising eight (8) hours per week for one teaching block of five (5) weeks. The program will consist of four hours of lectures and four hours of tutorials per week Course requirements To be assessed as competent for this unit of competency you must be able to do the following: (1) (2) Demonstrate understanding of all learning outcomes Successfully complete and submit all tasks as requested Through consultation with industry, the following assessment methods have been deemed appropriate for this unit. Role-play assessments are considered essential to......

Words: 1618 - Pages: 7

Premium Essay

Manage Quality Customer Service

...HQCS: Manage Quality Customer Service Student Guide BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service 1 BSB51107 Diploma of Management _____________________________________________________________________________________________ Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement. Learning outcomes Students will, upon successful completion of this unit understand the needs of both internal and external customers using processes such as research and motivational programs to ensure a quality delivery is achieved. Teaching program The program is of forty (40) hours duration, comprising eight (8) hours per week for one teaching block of five (5) weeks. The program will consist of four hours of lectures and four hours of tutorials per week Course requirements To be assessed as competent for this unit of competency you must be able to do the following: (1) (2) Demonstrate understanding of all learning outcomes Successfully complete and submit all tasks as requested Methods of assessment Role-play Written report Examination/Test Through consultation with industry, the following assessment methods......

Words: 1618 - Pages: 7