This paper provides a straight forward customer profile analysis that includes target market, product usage and purchasing motivation for the three Canadian-based telecommunication companies of Telus, Rogers and Bell.
Abstract This paper shows a customer profile analysis for the Canadian based telecommunication companies of Telus, Rogers and Bell. The paper compares the market strategies of the three companies within a shared target and space, and determines that each of the companies rely heavily on phone communication as a necessity, for building their businesses. The paper also shows the slight differences in strategies: Telus as a growing global performer, Rogers as offering a host of commercial solutions and Bell as being the leader due to its long-standing presence in the market, its recognized brand, and its array of bundled services.
From the Paper "The motivation for Rogers' wireless solutions is centered on the company's target market's desire to remain connected with both peers and family. Increasingly, wireless phones are being employed as the sole means of communication between family members as well as peer groups. The residential and business phone accounts are subscribed to out necessity since many customers and certainly most businesses still rely on the traditional phone line as their main form of communication. Likewise, Rogers' cable television service is purchase more for its entertainment value than for any form of communication method even when packaged with Internet services."
Tags: communication, target market, customermotivation, customer usage, entertainment
Abstract This paper explains how motivating employees is key to achieving maximum productivity with minimum resources. The writer points out that achieving a balanced approach within the workplace is the current HR focus because this is seen as central to establishing sustainable motivation strategies. This paper also examines the current evolving state of HRM training and development functionality as a component of corporate motivational strategies. In its conclusion, the paper shows that employees who are motivated take pride in their duties and will take extra steps to ensure that their tasks and the organization's customers, internal and external, are dealt with fairly and equitably.
Outline:
Developmental Overview
HRM's Shift to Motivation Training, Development & Strategy
Case Studies in HRM Strategies
Intel & Managerial Development
Ernst & Young Creates a College
Conclusion
From the Paper "Human Resource Management (HRM) functions have been in an increasingly rapid evolutionary state since the early 1980s with the rise of the global economic model and globalization in general. Motivational issues cover the spectrum of organizations from the private to the public sector and each sector, in its own fashion, relies on better motivated workforces to achieve success. HRM researchers have alluded to the fact that HRM structures must be aligned with organizational strategies for global competitiveness to be achieved and increasingly this strategy demands a focus on employee motivation (Hall & Torrington 88). This realization for corporate enterprises and organizations that employee motivation was the new competitive differentiator began during the 1980s."
Abstract In an attempt to improve customer satisfaction, banks around the world are training and empowering employees directly involved in service delivery to undertake a broad range of tasks. The paper looks at what are the skills necessary to improve customer satisfaction, how to calculate the level of customer satisfaction, and methods of training employees to improve their ability to satisfy customers.
From the Paper "In analyzing customer satisfaction as an adjunct of qualified activity-based management (ABM) four activities are typically considered: Costs, Quality, Time and Innovation. Most of the emphasis in the current business literature focuses on activity-based costs (ABC) and TQM (total quality management). This is probably because ABC and TQM are easier, or more convenient to measure. Results are more quantifiable. The analysis of time and Innovation are harder since those two terms dip into areas like "mind," "motivation," and other terms that are hard to chart and analyze (Trapp, 1997)."
Tags: banking, employees, innovation, motivation, service
Abstract The paper defines those areas where CRM and marketing are interconnected and, in the case of specific strategies, dependent on each other for results. The paper defines CRM as the infrastructure that enables the delineation of and increase in customer value, and the correct means by which to motivate valuable customers to remain loyal and purchase again. The paper concludes that the integration of CRM data and marketing strategies is critical to the success of a company's marketing, selling and overall growth opportunities.
Outline:
Executive Summary
Defining CRM
CRM's Impact on Marketing
Summary
From the Paper "What had begun as a series of applications aimed at capturing customer information has transformed into a series of strategies for attracting, selling, and serving customers. This transformation of CRM has been directly attributable to the change in which members of organizations are acquiring the software. When CRM was first created IT Departments were the first customers, and the key success criteria of IT are quite different than line-of-business executives who have profit-and-loss responsibilities for their companies. These line-of-business executives have transformed CRM from a series of applications to a series of strategies supported by applications, and this is a critical point in the evolution of this area overall."
Abstract Based on ten books written on the subjects of consumer behavior and customer service, this paper sets out to show whether customer centricity has been the focus of businesses for some time, and whether it has been addressed correctly. The writer explains that the study of customer retention information shows that what it takes to keep customers coming back is quite different from what it takes to attract new ones, and discusses various types of customer loyalty programs. From the literature four specific areas that need to be examined in order to help businesses improve customer focus are identified, as well as six factors that are often seen as imperative in improving customer retention, and five specific dimensions of service quality. The paper concludes that although most studies have indicated that retaining old customers is what really boosts business growth, many businesses still persist in spending more to get new customers who will cost them money by leaving, instead of spending less to retain loyal ones.
From the Paper "It is significant to remember when looking at customer centricity that people seldom stop patronizing a business simply because of ordinary interactions that they deal with when they shop there but instead because of the failure of the specific organization to handle situations that could be potentially problematic to the satisfaction of the customer (Bowen & Lawler, 1992). Personnel who come into contact with customers need to be able to think for themselves, take responsibility for their actions, and respond well to the pressure that often comes from customers who are angry or upset (Bowen & Lawler, 1992)."
Tags: success, customer satisfaction, effective personnel, problem solving, performance coaching communication
Abstract The paper examines the theories of motivation and how they are applied in "real life" situations. A hotel in Ireland was chosen as the basis of the research project. The paper examines four motivation theories: Maslow's hierarchy of needs, McGregor's theory X and theory Y, goal setting theory and expectancy theory. The paper then explores current issues of motivation in relation to the hotel and examines how managers design motivating jobs. Finally, the paper attempts to discover other methods of motivation that do not subscribe to classic theories. The paper includes two illustrations and a number of charts and tables
Outline
Introduction
Interview at the Clarion Hotel
The hotel
The manager: Mario Casinhas
Theories of motivation put in practice
Early theories of motivation Contemporary theories of motivation Current Issues in Motivation Motivating unique groups
Designing motivating job
Conclusion
Bibliography
Appendices
From the Paper "As a manager Mario places great emphasis being honest with his staff, he feels that if you are honest with your staff then they will be honest with you and that is the best way to build a team. His personal belief is controversial but effective and somehow he manages to get everyone on his side, stating that his only worry as a manager is having his coffee and reading the paper in the morning. He says a manager who does everything in the workplace is not effective because his team is not proficient. He believes a manager gets paid to ensure his team can do his job. Mario does not place great emphasis on Human Resource Management as he feels that this type of approach has too many rules and procedures. Rather he says talking to each other, giving praise or criticism when its due in non-formal conversations is more effective."
This paper discusses three articles that illustrate the use of mass customization in today's business world. The articles are then critiqued, and a conclusion/summary is offered.
Abstract Mass customization has emerged as a solution to address the new market requirements by producing goods and services to match individual customer's needs, while still enabling firms to capture the efficiency advantages of mass production. This means that individualized or personalized goods can be provided without the high cost surpluses and, thus, price premiums, usually associated with customization. To deliver mass customization, firms must find new ways to interact with their customers during the process of co-designing and configuring a customer-specific solution. This paper examines articles that deal with the ways in which several companies are meeting these demands without compromising the bottom line or customer service.
From the Paper "Henry Ford, in reference to the Model T, once said you can have it in ?any color so long as it's black.? It was many years later before car buyers were able to completely customize vehicles according to their preferences. Even though Henry Ford may have been shortsighted in this aspect by today's standards, the complete lack of customization available on a Model T did make good business sense at the time. For example, he never had to worry about running out of a popular color of paint and delaying production until more could be acquired. But those days are long gone and today's customers are becoming more demanding than ever."
Abstract This paper discusses customer loyalty, using the company Comcast Corporation as a case study. The paper begins with an assessment of the roots of customer loyalty, which it maintains are in staff loyalty. Next the paper examines how customer loyalty is developed. Then the paper asks how customer loyalty is incorporated into marketing strategy. Finally, the paper studies the affect of customer loyalty on Comcast's customer retention.
From the Paper "Winning customer loyalty begins with winning staff loyalty. Companies that try to win customer loyalty without first winning staff loyalty often find that in spite of great customer loyalty programs and initiatives their results fall far short."
Abstract The author of this paper states that motivation and learning have long been inter-related and continues by positing that the two concepts are mutually interdependent since how much a person learns depends on how much the person is motivated and studies and, the more the person learns, the higher the motivation to study further. To put it in less complex terms, students who enjoy school life and show a willingness to make the most of the school environment are more likely to learn. In the paper, the author discusses various theories of motivation. This is followed by a discussion on research pertaining to the area of teacher expectancy and its effects. Finally, the writer attempts to arrive at some practical suggestions, which teachers, reflecting upon their own classroom practices, might find useful to enhance student motivation in the classroom. The paper includes one table.
Contents:
Introduction
Theories of Motivation Person-as-machine theories - psychoanalytical and behavioural theory
Person-as-Rational-Thinker - cognitive theory of achievement motivation Attribution Theory
Self-efficacy Theory and Self-worth Theory
Achievement Goal Theory
Cognitive theory and the primary school child
Teacher expectations - theory and research
Factors affecting teacher expectations
Teacher behavior toward high- and low- expectancy students
Teacher expectations and motivation - personal experience and classroom practice
Motivation and teacher expectations
Conclusion
Bibliography
From the Paper "At this point I'd like to share some of my own personal experience. My interest in this area arose from the fact that I experimented with my expectations during the past scholastic year. I don't know if it is the case elsewhere, but at our school, on the first day, it is common practice for teachers to exchange information about their students. Since I teach the higher class, in primary school, I am always on the receiving end and listen to my colleagues' evaluations of my new students, their family history and other details. To be honest I find this practice unnerving. I would have seen my students for barely a couple of hours and would like to form my own impressions of them.
"Last October, I decided to pay attention to their comments in so far as to delineate those students whom other teachers classified as low-achievers or not motivated. I then embarked on a mission to try to convey to these students high-expectations. There was a girl I particularly targeted. She was very creative but I knew she had achieved poorly the previous year and had not shown much involvement in class. As I started to expect more out of her and gave her support and encouragement, her attitude changed completely. By the end of the year she was one of the average students as regards achievement tests and her project work was so good that we held an exhibition which featured primarily her work."
Abstract The history of restaurant business reveals that policy making for customer service has been a painless effort, but attaining employee acceptance to the same for making it operational is the more challenging area. This impracticability of customer services? policies in restaurant management has led most strategies to failure from their initiation. This paper primarily describes the concept of customer service in restaurant management. Thereafter, it shows how the improvement of customer services in restaurant management depends upon the management's and the employee's approach towards each other, the establishment and the services. It also provides research findings on the subject and recommendations that can help improve customer service in restaurant management.
From the Paper "The Industrial Era's school of thought was established on the notion that employees were not at all bothered to provide quality service since they abhorred working. They were given directives like any automated machine is directed a set of instructions. With the exception of employee collapses that included wounds or ailment, tasks were reluctantly accomplished.
In most cases, restaurant managements decline to the ideology of the US Industrial Era wherein employees were regarded as a constituent of manufacture process, no different than any mechanized paraphernalia. Intentionally or unintentionally, they disregard the fact that implementation of all programs, policies and strategies though ultimately affect customer satisfaction, but revolve around the internal public of the restaurant organization."
Abstract The writer of this paper stresses the importance of reliable and effective customer service which is crucial in retaining satisfied customers and clients in business. This paper examines the blatant limitations in most customer service departments. This paper explores the concept of implementing technology into existing customer service departments while detailing the resulting impact in a particular business.
From the Paper "Good customer service is predicated upon the service desk's ability to provide service. This paper explores the concept of technology as a critical component of that ability. The kind of service that a service desk can provide is limited by its technology not just by its personnel. In this paper the experience of Consonus, a company that has used technology to ramp up its customer service capabilities is examined."
Abstract This paper examines the success of companies that shift from being product-centric to customer-centric. In companies that have a customer-as-king philosophy growth has been remarkable since adopting that outlook. Companies that focus on creating great products lag behind in the marketplace. 3M is used as an example of a company that changed its direction to customer-centric. The paper cites several articles that confirm this phenomenon. The paper concludes that companies that grasp the notion that business should be built around customers, not products, are setting themselves up for success.
From the Paper "Beyond that problem, the basic problem with 3M's Web site was that it was concentrating all its "internal silos" rather than on "its customer's needs." So, 3M got synchronized, and now presents a more "unified fact to its customers" by storing all "customer relationships and product configurations" in a single database. This transformation from the awkward presentation of products and slipshod system of customer record keeping - similar to what Thompson Financial did - is called moving from a product-centric company to a customer-centric company. Instead of finding "customers for its products," both these firms (and untold hundreds of other companies) now concentrate on finding "products for its customers," Sawhney writes."
Abstract This paper examines the problem of student motivation to read. It identifies factors that affect motivation and strategies to increase student motivation. It looks at a student's needs and perceptions regarding motivation, expectancy theory and motivation and cultural aspects of motivation.
From the Paper "The following is a review of the literature related to motivating students to read. The problem of student motivation is discussed and this is followed by student needs and perceptions regarding motivation expectancy ..."
This paper examines the necessity of keeping employees motivated in an organization in order to assure its success. Several theories of motivation are presented.
Abstract This paper examines the serious need to keep employees motivated in today's working environment The author argues that management bears a responsibility to keep workers satisfied and motivated if they want to maintain their workforce. Current research on this topic is presented, as well as previous theories. The author concludes that motivated workers result in productivity for the company.
Abstract
How does the Manager Motivate his Employees?
Abraham Maslow and the Hierarchy of Needs
Adams' Equity Theory
Other Theories on Employee Motivation Locke and his Goal Setting Theory
How do the Theories of Motivation Apply to the Work Environment
Conclusion
References
From the Paper "A discerning manager or employer must be able to focus on those particular areas on which to concentrate so that he can motivate his employees. All employees must perforce know and have knowledge of how exactly they must perform their jobs, and the manager must remember that it would be quite unfair to expect an employee to carry out his duties if he does not even know what they are. Therefore, the employer must be willing and ready to provide the necessary training for the employee, and realize that if he does not, then his employee turnover would increase dramatically. If training were to be given, then the employees would be not only motivated for the present, but also by the prospects of future rewards and incentives and other benefits. Employee involvement is also a very important factor in keeping an employee motivated, because they too, like everybody else, would like to have a feeling of involvement in the many decisions that are being made about their work, in the work environment. (Arduser; Brown, 2004)"
Abstract This paper discusses customer-driven quality in a manufacturing environment and how it stands with reference to other types of organizations, such as government, non-profit, and service. The value of quality in relationship to customer satisfaction and the importance of participatory management are explained.
From the Paper "The modern manufacturing environment has been responsible for a dramatic loss in product quality in recent years with a concomitant loss of customer satisfaction. Products are not made as well do not last as long and do not have ..."
Tags:customer-driven quality, manufacturing, customer satisfaction, customer service
