Jan Carlson introduced the concept of "Moments of truth" as CEO of Scandenavia Airlines in 1981 to turn the company around from $20 million in losses. He identified 50,000 daily moments of truth between employees, customers, and service processes. By focusing on improving these moments of interaction, Scandenavia was able to earn $54 million in profits within 12 months. Effective management of moments of truth requires empowering employees and motivating them to provide quality service encounters that influence customers positively.
Own or manage a hotel? Are you plagued by rising turnover rates? Find out what you can do to stop the revolving door and reduce the turnover in your hotel.
Running head REASSESSMENT AND ADJUSTMENT .docxtodd581
Running head: REASSESSMENT AND ADJUSTMENT 1
REASSESSMENT AND ADJUSTMENT 2
Reassessment and Adjustment
Name
Prof
Institution
Reassessment and Adjustment
When downsizing the workforce, it is very imperative for employers to remain proactive by looking into both the long-term goals and problems. One of the modifications to the solutions that I can make based on the reassessment is ensuring strategic downsizing such that the numbers of employees who remain in the organization are adequate so that their productivity meets supply effectively. The business should downsize all the poor performing employees and retain those with a remarkable performance. The business should be transparent enough and explain to the employees the reason for downsizing so that they can remain positive and engaged in the transition process (Cooper, Pandey, & Quick, 2012). Strategic downsizing will assist the business to meet the customer's demand for products.
Strategic downsizing of the employees will help the company to retain its suppliers since the level of productivity will not decline. There will thus be lower chances of suppliers trying to argue that the company is in a financial turmoil and doubt its ability to pay them. If the business retains good performing employees, the level of output will effectively meet demand in the market, and it will thus be easy to retain customers. The business will have adequate resources to pay its suppliers while avoiding the expenses of switching from one supplier to another, helping it to compete effectively in the market and maintaining a good relationship with suppliers.
The local community is an important aspect of the stakeholders in an organization. Strategic downsizing will not affect the relationship between a business and society since the business can meet the needs of its customers effectively. The business will also have a good relationship with the employees in the community because the employee clearly understands the reason for downsizing and this reduces the chances of any rumors that are likely to cause distraction and worry in the community (Gandolfi, 2006). The organization will thus be in a position to retain a good relationship with the community.
References
Cooper, C., Pandey, A. & Quick, J. (2012). Downsizing: is less still more. Cambridge: Cambridge University Press.
Gandolfi, F. (2006). Corporate downsizing demystified: a scholarly analysis of a business phenomenon. Hyderabad, India: ICFAI University Press.
Running Head: IMPACT IDENTIFICATION 1
IMPACT IDENTIFICATION 2
Impact Identification
Name
Institution
Impact Identification
Oftentimes, b.
I will provide you with a systematic process to implement and sustain successful FCR in your company. The following aspects and areas should be considered in First Call Resolution analysis with the Six Sigma Methodology.
Many players in the Hospitality Industry have been able to define and deliver excellence when it comes to customer experience. What the Hospitality Industry does well is to make Service Excellence the backbone to deliver on this “Experience”.
Own or manage a hotel? Are you plagued by rising turnover rates? Find out what you can do to stop the revolving door and reduce the turnover in your hotel.
Running head REASSESSMENT AND ADJUSTMENT .docxtodd581
Running head: REASSESSMENT AND ADJUSTMENT 1
REASSESSMENT AND ADJUSTMENT 2
Reassessment and Adjustment
Name
Prof
Institution
Reassessment and Adjustment
When downsizing the workforce, it is very imperative for employers to remain proactive by looking into both the long-term goals and problems. One of the modifications to the solutions that I can make based on the reassessment is ensuring strategic downsizing such that the numbers of employees who remain in the organization are adequate so that their productivity meets supply effectively. The business should downsize all the poor performing employees and retain those with a remarkable performance. The business should be transparent enough and explain to the employees the reason for downsizing so that they can remain positive and engaged in the transition process (Cooper, Pandey, & Quick, 2012). Strategic downsizing will assist the business to meet the customer's demand for products.
Strategic downsizing of the employees will help the company to retain its suppliers since the level of productivity will not decline. There will thus be lower chances of suppliers trying to argue that the company is in a financial turmoil and doubt its ability to pay them. If the business retains good performing employees, the level of output will effectively meet demand in the market, and it will thus be easy to retain customers. The business will have adequate resources to pay its suppliers while avoiding the expenses of switching from one supplier to another, helping it to compete effectively in the market and maintaining a good relationship with suppliers.
The local community is an important aspect of the stakeholders in an organization. Strategic downsizing will not affect the relationship between a business and society since the business can meet the needs of its customers effectively. The business will also have a good relationship with the employees in the community because the employee clearly understands the reason for downsizing and this reduces the chances of any rumors that are likely to cause distraction and worry in the community (Gandolfi, 2006). The organization will thus be in a position to retain a good relationship with the community.
References
Cooper, C., Pandey, A. & Quick, J. (2012). Downsizing: is less still more. Cambridge: Cambridge University Press.
Gandolfi, F. (2006). Corporate downsizing demystified: a scholarly analysis of a business phenomenon. Hyderabad, India: ICFAI University Press.
Running Head: IMPACT IDENTIFICATION 1
IMPACT IDENTIFICATION 2
Impact Identification
Name
Institution
Impact Identification
Oftentimes, b.
I will provide you with a systematic process to implement and sustain successful FCR in your company. The following aspects and areas should be considered in First Call Resolution analysis with the Six Sigma Methodology.
Many players in the Hospitality Industry have been able to define and deliver excellence when it comes to customer experience. What the Hospitality Industry does well is to make Service Excellence the backbone to deliver on this “Experience”.
Running head STAFFING THE HUMAN RESOURCE DEPARTMENT .docxtoltonkendal
Running head: STAFFING THE HUMAN RESOURCE DEPARTMENT 1
STAFFING THE HUMAN RESOURCE DEPARTMENT 7
Staffing the Human Resource Department
Johnell Davis
Dr. L. Love
HRM 599
August 16, 2017
Human Resource Functions and Significance
The Maximum Extermination Pest Control (MEPC) is the company I chose as the key company in trying to create a comprehension of the various human resource functions in the market. For understanding the company’s business strategy, the human resource department developed a strategy made up of staff with detailed information. The staff also comprised of highly innovative and creative individuals with an exceeding initiative. The team comprised of a strong sales status; marketing and recruitment skills; benefits and compensation standards; and a good corporate reputation that defines high-quality customer service. Whenever a firm develops an efficient human resource department, it enables its operations to acquire a good structure and the capability to meet its goals since the department allows it to manage its most valuable resources, employees, and the human capital. Three key human resource functions tend to exist in such a company. The human resource functions possess a significant status when it comes to adding value to the human resource department about the vision and mission of the Maximum Extermination Pest Control Company. The human resource functions also influence the process of recruitment, compliance, and the aspect of benefits and compensation. For the company to acquire the right skills and the specific staff, it should come up with an aptitude to train and develop the needed skills.
The management may have to devise an in-house team for the recruitment process to enable the right strategies in developing the workforce of the company. As with the external recruiters, the responsibilities and their roles need to be advertised to the market to source for the right candidates, screen the applicants, and undertake interviews. The human resource department needs to coordinate with the different managers to influence the final selection of the desired candidates. The success found in the recruitment process and the significance of the roles of the individuals involved is meant to develop the company’s workforce. The different efforts of the individuals found in the human resource department tend to have a positive and desired contribution to the success of the company (Nyberg, Moliterno, Hale Jr, & Lepak, 2014). The company needs to develop a reward system to boost their morale and influence high performance. The performance measures may have a basis on the number of the positions that they need to be filled and the amount of time required filling the positions. The second function of the human resource may comprise of the benefits and compensation function ...
I do not have any previous experience of submitting any theory to any esteemed Institutions/organizations like yours. I have developed this frame work of theory of a role of a credit controller on my own. This was developed keeping in mind the problem faced by when Budget rent a car(MNC) has given me a chance to role myself in this category. At that time I could not find any such theoretical paper which will guide me properly. So after gaining experience over 4 years coupled with my previous experience of 16 years of service I have developed this theory. Still there are many pages to come but I want to taste myself whether this work of mine is acceptable to professionals. I have also published a blog the link of which is given below to bring this work before all.
1) http://roleofcreditcontroller.blogspot.com/2011/10/frame-work-of-role-of-credit-controller.html
This report is prepared in order to assess a customer journey map is merely an illustration of all the touch-points when customers come into contact with Keells Super online or offline platforms. And using the surveys to gather voice of customer insights about the Keells Super experience is a great way to understand how our customers and the company are performing in the eyes of consumers.
Optimizing Your Management for Business ExpansionAmanda Collette
Efficient business management is a must especially if you're planning to expand. Among the first things you should establish to ensure your business runs smoothly are systems for your employees covering job descriptions, delegation, compensation and training. Read this document from Alliance Accounting for details.
Agency business models aren't working the way they used to. The market has shifted. And to remain relevant and competitive, agencies need to shift, too.
This whitepaper addresses how a fresh look at agency business management can make a difference.
The 2009 Lehigh Valley Workforce Report was presented to the region\'s business community on January 27, 2009 by Kevin Flemming, President of Integrity Personnel, Inc.
Best Human Resource Consulting Firm in Delhi, India by the name of Bizmolecules offers top-quality HR Recruitment Services to its clients at a reasonable price.
Best Human Resource Consulting Firm in Delhi, India by the name of Bizmolecules offers top-quality HR Recruitment Services to its clients at a reasonable price.
In this presentation, we will discuss about employee relations in small & medium enterprises, focusing on the concept of small firms, importance of small and medium sized firms, necessity of human relations in small firms.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
Services Marketing - Service Encounter Failure & RecoveryHimansu S Mahapatra
Services Marketing
CHAPTER – 5
Service Encounters, Service Failure and Recovery
Service Recovery Strategies
Most companies have to learn the importance of excellent service recovery for disappointed customers and practice them.
This in reality is a combination of several different strategies that need to work together, as given below in the presentation
Embracing GenAI - A Strategic ImperativePeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
Running head STAFFING THE HUMAN RESOURCE DEPARTMENT .docxtoltonkendal
Running head: STAFFING THE HUMAN RESOURCE DEPARTMENT 1
STAFFING THE HUMAN RESOURCE DEPARTMENT 7
Staffing the Human Resource Department
Johnell Davis
Dr. L. Love
HRM 599
August 16, 2017
Human Resource Functions and Significance
The Maximum Extermination Pest Control (MEPC) is the company I chose as the key company in trying to create a comprehension of the various human resource functions in the market. For understanding the company’s business strategy, the human resource department developed a strategy made up of staff with detailed information. The staff also comprised of highly innovative and creative individuals with an exceeding initiative. The team comprised of a strong sales status; marketing and recruitment skills; benefits and compensation standards; and a good corporate reputation that defines high-quality customer service. Whenever a firm develops an efficient human resource department, it enables its operations to acquire a good structure and the capability to meet its goals since the department allows it to manage its most valuable resources, employees, and the human capital. Three key human resource functions tend to exist in such a company. The human resource functions possess a significant status when it comes to adding value to the human resource department about the vision and mission of the Maximum Extermination Pest Control Company. The human resource functions also influence the process of recruitment, compliance, and the aspect of benefits and compensation. For the company to acquire the right skills and the specific staff, it should come up with an aptitude to train and develop the needed skills.
The management may have to devise an in-house team for the recruitment process to enable the right strategies in developing the workforce of the company. As with the external recruiters, the responsibilities and their roles need to be advertised to the market to source for the right candidates, screen the applicants, and undertake interviews. The human resource department needs to coordinate with the different managers to influence the final selection of the desired candidates. The success found in the recruitment process and the significance of the roles of the individuals involved is meant to develop the company’s workforce. The different efforts of the individuals found in the human resource department tend to have a positive and desired contribution to the success of the company (Nyberg, Moliterno, Hale Jr, & Lepak, 2014). The company needs to develop a reward system to boost their morale and influence high performance. The performance measures may have a basis on the number of the positions that they need to be filled and the amount of time required filling the positions. The second function of the human resource may comprise of the benefits and compensation function ...
I do not have any previous experience of submitting any theory to any esteemed Institutions/organizations like yours. I have developed this frame work of theory of a role of a credit controller on my own. This was developed keeping in mind the problem faced by when Budget rent a car(MNC) has given me a chance to role myself in this category. At that time I could not find any such theoretical paper which will guide me properly. So after gaining experience over 4 years coupled with my previous experience of 16 years of service I have developed this theory. Still there are many pages to come but I want to taste myself whether this work of mine is acceptable to professionals. I have also published a blog the link of which is given below to bring this work before all.
1) http://roleofcreditcontroller.blogspot.com/2011/10/frame-work-of-role-of-credit-controller.html
This report is prepared in order to assess a customer journey map is merely an illustration of all the touch-points when customers come into contact with Keells Super online or offline platforms. And using the surveys to gather voice of customer insights about the Keells Super experience is a great way to understand how our customers and the company are performing in the eyes of consumers.
Optimizing Your Management for Business ExpansionAmanda Collette
Efficient business management is a must especially if you're planning to expand. Among the first things you should establish to ensure your business runs smoothly are systems for your employees covering job descriptions, delegation, compensation and training. Read this document from Alliance Accounting for details.
Agency business models aren't working the way they used to. The market has shifted. And to remain relevant and competitive, agencies need to shift, too.
This whitepaper addresses how a fresh look at agency business management can make a difference.
The 2009 Lehigh Valley Workforce Report was presented to the region\'s business community on January 27, 2009 by Kevin Flemming, President of Integrity Personnel, Inc.
Best Human Resource Consulting Firm in Delhi, India by the name of Bizmolecules offers top-quality HR Recruitment Services to its clients at a reasonable price.
Best Human Resource Consulting Firm in Delhi, India by the name of Bizmolecules offers top-quality HR Recruitment Services to its clients at a reasonable price.
In this presentation, we will discuss about employee relations in small & medium enterprises, focusing on the concept of small firms, importance of small and medium sized firms, necessity of human relations in small firms.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
Services Marketing - Service Encounter Failure & RecoveryHimansu S Mahapatra
Services Marketing
CHAPTER – 5
Service Encounters, Service Failure and Recovery
Service Recovery Strategies
Most companies have to learn the importance of excellent service recovery for disappointed customers and practice them.
This in reality is a combination of several different strategies that need to work together, as given below in the presentation
Embracing GenAI - A Strategic ImperativePeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
Acetabularia Information For Class 9 .docxvaibhavrinwa19
Acetabularia acetabulum is a single-celled green alga that in its vegetative state is morphologically differentiated into a basal rhizoid and an axially elongated stalk, which bears whorls of branching hairs. The single diploid nucleus resides in the rhizoid.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
1. Moments of truth
The concept of the "Moments of truth" was promoted by Jan Carlson, the CEO of
Scandenavia Airlines.
After taking charge in 1981 as CEO, he adopted a customer-focused approach to turn
around the company which was suffering a loss of $20 million.
He identified 50,000 daily moments of truth with the customers.
By focusing on improvement of the moments of truth he could make Scandenavia
Airlines earns $54 million in just 12 months. The concept is simple and easily
adaptable.
The service company should first identify those moments between: employees and
customers, customers and service environment, and between customers and
system & other processes that are capable of creating some specific experiences for
the customer.
The moments those identified are to be assigned, by categorizing and classifying them
into groups, to each employee involved in the interaction process.
The employee concerned is responsible for managing the assigned moments.
Management of moments of truth effectiveness is possible, only when employees are
adequately empowered. It also requires a high level of motivation as well as morale of
the employees.
The concept makes every employee creative and innovative.
The employee will become conscious of what is happening in the moments assigned to
him and accountable for such moments for the company.
Page 1 of 3
2. Management Moments of Truth
The moments of truth need to be managed effectively integrating company
policies, procedures, service environment, employee’s roles and customer roles.
The moments of truth take place when a service encounter occurs. A Service
Encounter occurs when contact employee and customer meet for the purpose of
service production and consumption.
Moments of truth will be influenced by physical and mental state of the employee
as well as the customer.
Page 2 of 3
3. The interaction between two under various influencing variables should yield
good results for the organization.
The customers are not controllable and can only be influence As such, only the
factors on the employee's side can be regulated. The employee can be made more
fit for interact.
Therefore, an employee must be motivated and trained to adapt to the customer's
conditions and influence customer to participate well in service encounter.
The employee's role in making the moments of truth qualitative is vital.
Service companies adopt a concept called Zero Investment Improvements
(ZII). Employees are the potential to explore (ZII) in a service.
Phil Weaxler classified the moments of truth into two categories:-
1. Magic Moments 2. Misery Moments
Moments of Magic: - Employee performs a moment of truth with quality service
and the customer feels that he has received more than what is expected.
Misery moments: - These are quiet opposite to magic moments .The customers
let down or ill treated.
Excellence in the interactive process occurs when moments of magic become a
way life for the service organization.
Page 3 of 3
