...analysis IMT Dubai - Sem III - Marketing of Services Report Submitted by - Group 5 Amod Apastamb SMBA13010 Anuj Taneja SMBA13013 Sarthak Sahni SMBA13049 ISS ICELAND Summary * 2008 – Revenues of 68,829 million DKK * 7th largest outsourcing company in the world * 2009 – Integrated Facilities Management * Cleaning, Catering, Security, Property Services & Office Support * Decentralized model with financial reporting administered from headquarters in Copenhagen * ISS was not a price leader but was targeted at customers who cared about quality and were willing to pay for it A New value proposition * Post 2000 ,ISS Iceland adopted a new value proposition which has 2 dimensions. * The first is that of the classic outsourcer enabling our customers to focus on what they do best. * What is the feeling we want to create in our customers. * The new proposition says “We are creating wellbeing for our customers.” * Other 2 related issues were:- * People who don’t feel good about good about themselves are not as productive or quality-minded. * The transition from “Facilities services” to “Integrated facilities management” reflects how employees feel about their jobs * So the need came for “EMPLOYEE WELLBEING”. Gaps Model of Service Quality * Knowledge Gap: * ISS Iceland should know what it’s customers actually expect.(a solution to their problem as well their well-being). * Communication Gap: ...
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...“Namaste, Ms. Jane welcome to Magnum Hospital. I see you are due for a scan this Friday; would you like to confirm the appointment? “Good Morning, Mr.Shekar we नमस्ते-Namaste is a customary greeting originating from the Indian Subcontinent when individuals meet, and a salutation upon their parting. The same has to be redefined - well-defined for the Todays patients as they are both customers and consumers. Unless the patient is in a critical condition and is being driven to the closest hospital, the patient can choose which hospital to “purchase” services from. Patients are now managing Hospital’s business. So each patient, or a prospective patient, is an asset. PATIENTS HAVE MULTIPLE CHOICES…. When Leonard Kleinrock’s initial idea of Internet or packetization way back in 1960’s was floated, little did people realize the effect of Internet on an already labyrinthine doctor-patient relationship. Two fundamental changes are evident because of the Internet- patient empowerment and transformation of point of care. Patient Relationship management as consequence Healthcare provider such as Physicians, Dentists, therapeutist, Labs,Pharmacies ,Diagnostic Centers and hospitals, and the patients have to rethink their attitudes and approaches. The challenge is to manage the new developed autonomy of the empowered patient. Patient Relationship Management is a way to understand, diagnose and evaluate threats and to recognize means of systematic improvement. ...
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...A New Mandate for Human Resources Article Summary and Critique Human Resource Management Article Summary: A New Mandate for Human Resources HR’s role in an organization has been perceived as peripheral at best, and value sapping at its worst. In today’s world, when most of the processes & systems can be copied thus rendering no sustainable advantage in long term, companies can majorly differentiate themselves only by building its intellectual capital (employee competence) & organizational excellence (organizational capabilities) – which are very hard to copy. HR’s contribution to achieve this is vital. It is in this light that HR’s role & responsibilities needs to be relooked & redefined to extract meaningful contribution from HR. To achieve this, both, senior management’s & Line manager’s expectations from HR, and HR’s expectations from itself,...
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...various kingdoms and other countries. Over the course of time a thought emerged that a more formal policing of the citizens could be accomplished by the creation of a police model that could free up military personnel while establishing law and order throughout areas with the premise that citizens could be coerced into believing that arrest would be the deterrent while protecting the public at large. This assignment will look at the early roots of policing, a man with a vision that changed the way of thinking that modernized policing in the 1800’s and how the connection is made to the present day, and the challenges and other ways policing is conducted. While history shows us that policing up to the 1820’s in England was an affair of money that was the policing policy of the day. If people were wealthy, they were far more protected from criminal activity than the poor. Although it can be said that policing did have some results that could be considered effective, the argument can be made that class certainly had entitlement. Because the poor were to be considered persons who would commit crimes against people and property, watchmen were instructed to stop and search all persons that they considered suspicious. Clearly, what we take for granted today with our rights were virtually non-existent at this time....
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...“survival of the fittest.” A successful NBA player has to do his best in every game in order to stand out from other players who are as strong as he does or even stronger, and then success is near at hand. Yao Ming is a retired Chinese professional basketball player who last played for the Houston Rockets of the NBA. Although a summary of his basketball career and influence on the game inevitably fails to do it justice, as a phenomenal basketball player with a unique combination of fundamental diligence, optimism, agility, and an unquenchable competitive determination, Yao redefined the successful international NBA superstar. As the contemporary adversary of Yao, also the legendary NBA player- Shaquille O’Neal said Yao “could have been up there in the top five centers to ever play the game.” Also, the current greatest shooting guard-Kobe Bryant said Yao “opened up a mark in a whole new place in the NBA and ought to be named as a member of the Hall of Fame.” A brief listing of his top accomplishments would include the following: 8 times NBA All-Star; 2 times All-NBA Second Team; 3 times All-NBA Third Team; NBA All-Rookie First Team; 3 times FIBA Asian Championship MVP....
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...SAFFOLA COOKING OIL - THE REPOSITIONING JOURNEY Case Summary Group 7, Section A: Swati Matta (PGP/16/054) Vivek Pratap Singh (PGP/16/057) Meenakshi Subramanian (PGP/16/090) Ashima Aggarwal (PGP/16/135) Gagandeep Singh (PGP/16/260) Thomas Dardare (IE/16/008) 1 The case analyzes the repositioning journey of Saffola. It was introduced in 1960s and it carved a niche for itself in the edible oil category by 1990. Growth has been steady for over a decade leading up to the turn of the century. Faced with stagnating sales in 2001, they launched an advertising campaign but its impact was short lived. In 2004, they again undertook a repositioning strategy to boost sales and appeal to people other than just heart patients. 1990s: The Healthy Decade Saffola’s target consumer: Urban Dweller, age group of 45+, male and belonging to SEC A. Promotion: Brand for the healthy heart Advertising Campaign: Played on the fear factor in patients. To give them a sense of security and a feeling that by consuming Saffola oil, they are taking a precautionary measure to avoid another encounter with a heart related condition. Their marketing efforts revolved around highlighting the fact that Saffola had ‘higher PuFA’ compared to regular oil. The consumer switched from regular cooking oil to Saffola oil on recommendation by his doctor or after suffering some heart-related condition. New Challenges of the New Century Around the turn of the century, Saffola’s sales had begun to stagnate. They introduced...
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...Racial and Ethnic Inequality Chapter 3 Summary: Racial and ethnic inequality is a social problem because it affects such a large number of people around the world. One way this can be seen is through prejudice which categories people based on age, sex, and social class. These can be good and bad. Institutional racism is a big deal today. Some companies will not hire a person simply because of their color or their sex. Another way to say this is racial discrimination which lets race or color impact a person’s ability to get a job. People like to think this doesn’t really happen when the harsh reality is that it happens all the time. Laws have been made to try and prevent this from happening but companies still practice it. Groups like the EEOC (equal employment opportunity commission) were created to enforce laws against discrimination in the work place. Some things we can do to change this is to look at person for their work ethic and quality and ignore the color of their skin or whether they are male or female. Through history we have tried to make everyone have the same standing in society which is called pluralism. We would take groups and “Americanize” them; you can see this in what we did to the Native Americans. Also we have segregated groups some by force, like the Jim Crow laws in the south, but others are by choice like the groups of the Amish. Reaction: In my life I have seen this happen on the news and in newspapers multiple times. That is why I have known about this...
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...| 2013 | | UNIVERSITY OF WOLLONGONG Group 5 | [AIRBUS A380] | THE BENCHMARK FOR FUTURE AVIATION | S ABDULLAH BASHARAT YUE ZHAO YAN LI ZAIDAN MAULAIE 1. Introduction: Till 2005, Boeing 747 was considered the best plane in the world, but the technology needs to be redefined and the best airliner “Airbus” introduced the most fantastic jet in front of the world on April 2005. So the Airbus A380 took his first maiden flight in April 2005 and the primary user was Singapore airlines. The total project costs $13Billion. The Airbus A380 is a double-deck, four-engine airliner manufactured by the European corporation “Airbus”. The A380 has approximately 633 sq. m of cabin area, the upper deck has 300 sq. m and the main deck has 333 sq. m.50% more floor space and provides seating for 555 people in standard three-class configuration The engines were designed by the world renowned company ROLCE ROYCE. In engines latest electrical and mechanical technologies were introduced in order to attain a speed of 0.88MACH. The massive Rolls Royce Trent 900 engines are capable of 375kN (84 000lbs) of thrust. Airbus used similar cockpit layout, procedures and handling characteristics to those of other Airbus aircraft, to reduce crew training costs. Accordingly, the A380 features an improved glass cockpit and displays 15-by-20 cm liquid crystal displays, all of which are physically identical and interchangeable. The A380 has cabins on the upper and lower decks, with 50% more...
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...Introduction In my homeland country, in the mid 90s there was a general election and according to a particular popular pole and surveys a certain political party would have won a landslide election victory. To everyone's surprise, they lost the election badly. This goes to show that biasness/unreliable data is known to throw things out of perspective and give people false hope. The results of that particular election caused rioting for several weeks. Once this phenomenon comes into the picture of any questionnaire the findings can create profound negative impact. The most frequent and important ways of misconduct in scientific research are falsifying results, plagiarize and over-interpretation. Motives are prestige, money, pressure of time and conflict of interests. The "publish or perish" phenomenon and the sometimes difficult attainable deadlines play an important role. Furthermore, there is a "gray-zone" in which clinical scientific researchers are influenced particularly by the pharmaceutical industry, leading to the writing of tendentious publications. (Verh K Acad Geneeskd Belg. 2004). Over the last 25 years, a small but growing body of research on research behavior has slowly provided a more complete and critical understanding of research practices, particularly in the biomedical and behavioral sciences. The results of this research suggest that some earlier assumptions about irresponsible conduct are not reliable, leading to the conclusion that there is a need to change...
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...Executive Summary This report analyses the current project management methodologies and the lean system and also explains the importance of the lean delivery system with the advantages and disadvantages comparing to the current methods used in the project management practice. Projects are completed by project management methodologies and lean management system. Generally Project management methodologies are the various ways in which projects are initiated, planned, and executed unto completion. For different type of industrial projects and for different types of projects, there are certain specific management methodologies that are currently in use such as the traditional methods or the critical chain method that are to be used. The Lean Project Delivery System has emerged from the theoretical and practical Investigations, the process of on-going development, reducing the forms of waste in the process to get the desired product with high customer satisfaction. Introduction Project: A project is a unique endeavour to produce the desired product within the specified time given, set of constraints-cost and quality. Project management: Project Management: Project management can be defined as the process which is disciplined to involves the skills, tools management and the required management techniques to complete a project successfully There are some current management methods for project management; one of the main methods is traditional project management method which...
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...Purpose of internal quality audit 1 1.3. Report structure 1 2. Audit review 2 2.1. Non-compliances 2 2.1.1. Case study 2 – Service and parts processes 2 2.1.2. Case study 3 – QMS manual 3 2.2. Potential for improvement 4 2.2.1. Case study 2 – Service and parts processes 4 2.2.2. Case study 3 – QMS manual 5 2.3. Good practice 5 2.3.1. Case study 2 – Service and parts processes 5 2.3.2. Case study 3 – QMS manual 6 3. Summary 8 4. Appendix 11 Introduction About ISO 9000 ISO 9000 is a family of international standards related to quality management systems (QMS) that facilitates mutual understanding across domestic and international trade. The standards are published by the International Organization for Standardization and available in the UK through the British Standard Institute. ISO 9000:2008 sets down the principles behind the quality management and specifies the QMS terminology, thus forms the basis for the standards within the ISO 9000 family. ISO 9001:2008 specifies the requirements for a QMS an organisation has to fulfil to meet the standard. ISO 9004:2008 provides guidelines for a QMS that aim to improve the performance of the organisation and the satisfaction of both stakeholders and customers. ISO 9000 represents an international consensus on good quality management practices and can be understood as a generic framework to manage a business’ processes to deliver superior quality. Purpose of internal quality audit The standard...
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...Nike Business Strategy By singkboy | Studymode.com Nike’s Gameplan for Growth that’s Good for All | Management Innovation eXchange Page 1 of 29 M-Prize winner This story is one of ten winning entries in the Long-Term Capitalism Challenge, the third and final leg of the Harvard Business Review / McKinsey M Prize for Management Innovation. Story: Nike’s Gameplan for Growth that’s Good for All by Lorrie Vogel - General Manager of Considered Design at Nike Inc. Co-Authored by Agata Ramallo Garcia October 17, 2012 at 1:29pm 18 36 0 Comments 2 Ratings: Overall 4 Innovative 4 Detail Summary Innovation is a cornerstone of the Nike brand. Our company was founded by two visionaries, Bill Bowerman and Phil Knight, who set out to reinvent athletic footwear. Over the past decade, our drive to design and produce better, faster, lighter products has evolved into an even more ambitious agenda – to embed long term sustainability into our business. This broader vision calls for new approaches to design, management, partnership and new tools and metrics to support integration and adoption throughout Nike. Many of Nike’s http://www.managementexchange.com/story/nike%E2%80%99s-gameplan-growth-that%E2%80%99s-good-all 21/02/2013 Nike’s Gameplan for Growth that’s Good for All | Management Innovation eXchange Page 2 of 29 management innovations for sustainable growth started internally, with the Corporate Responsibility and Considered Design...
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...Walters April 5th , 2016 ------------------------------------------------- Table of Contents Summary of the Internet……………………………………………………………………………………………3 Are children smarter or more socialized because of internet?......................................3 Should the federal gov’t be allowed to regulate info on internet?................................5 How has the music industry been effected by the internet?.........................................6 Conclusion………………………………………………………………………………………………………………….9 Works cited…………………………………………………………………………………………………………………10 ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- Summary The internet plays a huge part of our everyday lives. As far as giving a typical definition it’s kind of difficult to give the internet one meaning. Unlike any other technology, the internet can be whatever we can make it. We can shape it however we may choose and the best part is how affective it’s used to connect to people, communities and countries all over the world. In the early days when the internet was still considered new, most people just used the internet to search for information. Most traditional communications media, including telephone and television, are being reshaped or redefined by the Internet, giving birth to new services such as Internet telephone and Internet television...
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...customer a buying experience that a J.C Penney employee would want to receive as a consumer.?? (JCP.net) J.C. Penny grew from a small town store to multiple stores in the region by providing consistently high quality apparel that the whole family could depend on which attracted loyal customers. After expanding their stores throughout its existence, corporate headquarters has moved to Utah, to New York City, closer to the suppliers and consumers to decrease costs, then the latest moved to Texas because of the current lower cost of business compared to NYC. As Ron Johnson talks about a trouble company in JCPenny’s, he seems to be the most excited and in his element, seeing the opportunity for JCP to flourish (possibly add to this). He compares JCP to Apple when first joining the company, with the same market share, but with JCP having higher market cap, revenue, profit, and six times more customers, showing JCP is not as bad as what Apple was. Johnson started off in clothing retail, because he wanted to have a job he loved to do and that has shown to provide very positive results looking at the success of the last two companies he has left, with the businesses running very successfully. The new CEO explains that J.C. Penny’s image has been tarnished from the idea of offering quality products at very competitive prices to the new perception of another discount store focused almost solely on providing the lowest price. To combat this issue along with the non-appealing store layouts and...
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...[pic] Assignment Submission Form Page 1 Course Name: Competitive Strategy, Term 2, 2009-2010 Assignment Title: Competitive Strategy, Term 2, 2009-2010 Submitted by: Section B; Group B13 (Student name or group name) The ISB Honour Code • I will represent myself in a truthful manner • I will not fabricate or plagiarize any information with regard to curriculum • I will not seek, receive, or obtain an unfair advantage over other students • I will personally uphold and abide, in theory and practice, the values, purpose, and rules of the ISB Honour Code • I will report all significant violations of the ISB Honour Code by members of the ISB community • I will respect the rights and property of all in the ISB community I certify that I have adhered to the Honour Code of the ISB in completing this assignment. Signature Date: 19th July 2009 PTO Indian School of Business Assignment Submission Form Page 2 Group Submission Group Name: Section B; Group B13 Group Member 1: Hardik Vijay Jhaveri Student ID: 61010438 Group Member 2: Jay Shah Student ID: 61010117 Group Member 3: Prashant Ram Student ID: 61010216 Group Member 4: Priyom Sarkar Student ID: 61010134 Group Member 5: Suyog Kalyanji Kotecha Student ID: 61010319 To be filled by Evaluator Only: Score Obtained:...
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