Monash Sports audit model
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The document outlines an audit model for Monash Sport consisting of several components based on marketing theories. The model includes an environmental audit using PEST analysis and Porter's Five Forces, a market orientation audit, audits of acquiring new customers and existing customer marketing based on Berry's framework, a service quality audit, an internal marketing process audit, and a buyer behavior audit to understand factors influencing customer decision making. Data will be collected through interviews, surveys of personnel and customers, and secondary sources.
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1. Marketing research is used by companies to understand customer expectations and perceptions in order to improve their services. Various research methods are used including surveys, focus groups, and complaint tracking.
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2. Performance is fundamental to human resource activities like hiring and rewarding employees, and it reflects both the efficiency and equity objectives of organizations. Common ways to measure performance include comparing employee results to objectives, job standards, and individuals.
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The document discusses the four phases of an organization's path to customer experience maturity: repair, elevate, optimize, and differentiate. It provides a self-assessment tool for customer experience professionals to evaluate which phase their organization has achieved based on the customer experience practices and capabilities they have adopted. The tool lists 40 core practices across the four phases and the minimum level of adoption required to progress to the next phase. Taking the self-assessment can help CX professionals develop a roadmap to close maturity gaps and advance their organization along the path.
3 marketing research
This document provides an overview of decision support systems and marketing research. It discusses key concepts such as marketing intelligence, decision support systems, marketing databases, and the roles and steps of marketing research. The three main roles of marketing research are described as descriptive, diagnostic, and predictive. Various research methods like surveys, experiments, observation, and secondary data are also summarized.
TQM - RECOGNITION, REWARD, PERFORMANCE APPRAISAL - FINAL YEAR ECE - SRI SAIRA...
TQM - RECOGNITION, REWARD, PERFORMANCE APPRAISAL - FINAL YEAR ECE - SRI SAIRA...SRI SAIRAM INSTITUTE OF TECHNOLOGY, CHENNAI
TQM - RECOGNITION, REWARD, PERFORMANCE APPRAISAL - FINAL YEAR ECE - SRI SAIRAM INSTITUTE OF TECHNOLOGY, CHENNAI - Dr.K.BARANIDHARANQuality benchmarking
This document discusses quality benchmarking and provides definitions, reasons for benchmarking, levels of benchmarking, methodology, types, guidelines and phases. It defines benchmarking as measuring internal processes against best practices from other organizations. Reasons for benchmarking include obtaining an external perspective, setting strategic targets, and improving performance. The document outlines the seven step benchmarking model and discusses factors for success, advantages like continuous improvement, and disadvantages like resistance to copying others. It concludes that benchmarking is an important improvement tool when used properly.
Question Discuss how the philosophical differences between qual.docx
Question:
Discuss how the philosophical differences between qualitative and quantitative research led to varying degrees of emphasis put on some of the elements in the research process.
The research process and key elements are:
1. Starting the research
· developing a research question
· Reviewing the literature
· Defining variables (quantitative research only) and developing operational definitions
2. Designing the research
· Choosing the most appropriate research method
· Choosing the sample
· Dealing with ethics
· Planning the research
3. Collecting the data
· Design a data-collection instrument
· Arrange collection of the data
4. Making sense of the data
· Data reduction
· Data organisation
· Data Interpretation
5. Presenting the data (Report results)
Running Head: THE UR UMUC HEALTHY FITNESS CENTER CASE STUDY ANALYSIS
1
THE UR UMUC HEALTHY FITNESS CENTER CASE STUDY ANALYSIS
2
The UR UMUC Healthy Fitness Center case study analysis
Name
Tutor
College
Course
Date
The UR UMUC Healthy fitness centre is a centre that has been operating since 1980 as a centre for exercise and martial art classes. For more than twenty years since it was started, the fitness centre has been operating on the same way and nothing much has changed since its inception. Being on the 21st century, there is a great need of the management of the company to device new system of operation if it is to continue delivering its services to the public in the future. This paper gives an analysis of the situation at UR UMUC Healthy fitness center and devices on the strategies that I would employ being a newly employed manager at the centre.
Analyzing porter`s five forces, it will be easier to redefine the competitive position of UR UMUC Healthy Fitness Centre. Based on the information that has been provided for the fitness centre, analysis of Porter`s five forces will help in creating a competitive advantage of the firm over new entrants in the market.
Buyer’s power- This is the ability of the buyers to continue enjoying particular services or goods based on their preferences for the seller. In the health fitness centre, buyers power is at stake and this will mean that if the buyer`s power is to reduce, then it will negatively affect the performance of the centre. This force is not likely to affect my strategy as I will be dealing with other forces that will automatically increase the buyer`s power.
Supplier`s power- the ability of the supplier to continue providing the center with their required equipment. The suppliers` power has a neutral impact to the centre since the operations of the centre determine the willingness of the suppliers to keep on supplying the centre with their materials. This force is also not likely to affect my strategy as it is dependent on the success of the operations in the centre. Threat of substitute services is a force that defines the effect that there would be if new but related services within the locality. This force is likely to ...
1 Market Research (1).doc
Market research is used to understand consumer needs and evaluate marketing strategies. It involves collecting and analyzing data on consumers, competitors, and market programs. In Pakistan, market research is conducted primarily through quantitative methods like surveys. Key players in the Pakistani market research industry include Nielsen, TNS Aftab, Gallup, and Oasis. While the industry has grown in recent years, it still spends a smaller percentage of advertising budgets on research compared to other countries. Common market research methods in Pakistan include brand tracking, mystery shopping, and retail audits.
Ppt.file
Sajan Kumar submitted a presentation on marketing research to the CEO of XYZ Company. The presentation covered topics such as the introduction and objectives of marketing research, the marketing research process, functions and importance of marketing research, different types of marketing research methods, features and limitations of marketing research. The objectives of marketing research included identifying customer responses, needs, and problems to help companies introduce new products and improve existing ones.
Benchmarking
Benchmarking is the process of continuously measuring and comparing one's organizational processes against industry best practices to identify areas for improvement. It involves identifying high-performing companies, understanding what processes enable their high performance, and adapting those processes for use within one's own organization. Benchmarking provides benefits such as process and product improvement, cost reduction, and gaining a competitive advantage. It follows a typical process of planning, data collection, analysis, and integration of best practices. Common metrics that are benchmarked include financial ratios, productivity, customer satisfaction, and quality.
Benchmarking in healthcare
This document discusses benchmarking, which is a process of comparing performance between organizations to enable improvement. It defines key benchmarking terms and outlines the general principles and benefits, which include understanding strengths/weaknesses, satisfying customers, and motivating employees. There are four main types of benchmarking: competitive, internal, process, and generic. The benchmarking process involves planning, forming teams, collecting/analyzing data, integrating findings, and taking action. Potential pitfalls include lack of sponsorship, choosing the wrong team members, taking on too much, and not relating benchmarking to strategy.
Chapter 05 Selection
The document discusses the personnel selection process. It covers the objectives of selection which are to choose qualified individuals for jobs based on person-job and person-organization fit. The goal of selection is to maximize accurate predictions of job performance. The key steps in selection are application, interviews, testing, background checks, medical exams, and hiring decision. Reliability and validity are important for selection methods to provide consistent and meaningful information. Common sources of information used in selection include application forms, interviews, employment tests, background investigations, and references.
Strategic Management_The Internal Environment Analysis_Firm's Strengths and W...
The document discusses analyzing a firm's internal environment, including its strengths and weaknesses. It covers several frameworks for internal analysis, including resource-based view, value chain analysis, functional analysis, and SWOT analysis. Key internal factors to evaluate include resources, marketing, finance, production, research and development, information systems, and culture. Audit checklists are provided for each functional area. The internal factor evaluation matrix and competitive profile matrix are also introduced as tools to systematically evaluate internal factors and compare the firm to competitors.
Unit 4 tqm
This document discusses various quality management tools including benchmarking, quality function deployment (QFD), and failure mode and effects analysis (FMEA). It provides details on:
- The definition, advantages, limitations, levels, and types of benchmarking as well as the benchmarking process.
- The definition and benefits of QFD.
- An explanation of FMEA including examples and steps.
- Brief mentions of ISO 9000 and ISO 14000 standards.
Six Sigma Benchmarking
The document discusses benchmarking, which is defined as a process for identifying best practices from high-performing organizations to improve one's own performance. It outlines benchmarking methodologies, types of benchmarking including competitive, functional, internal, and strategic benchmarking. It discusses benchmarking compliance, legal and ethical guidelines, and a benchmarking code of conduct focused on legality, exchange, confidentiality, use of information, and preparation.
A Robust approach to analysis of Customer Satisfaction Survey feedback
Customer Satisfaction Survey ( CSS) is a widely used Management tool to gauge the customers’ view of products and services of a company and identify areas of strengths and weaknesses and thereby formulate strategies to address the same. CSS are done on multi-dimensional aspects of the Company consisting of various customer touch points and value proposition. Traditional Customer Satisfaction Surveys treats each of the variables with equal weight and as independent variable. However, the truth is that variables are neither equally weighted nor independent. This paper proposes a different methodology of analyzing Customer Satisfaction Survey feedback considering relative weight and interdependency of the variables. Further it proposes to show how the resulting insight can be used for creating more effective strategies for better performance in areas that really matters to customer.For the purpose of this paper, we will be focusing on B2B organizations.
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Why are you the path to customer experience maturity
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- 1. Audit model<br />Following table illustrate the model for the audit of Monash Sport along with the methods of data collection for each audit component:<br />ModelAudit componentComponent detailsType/methods of data collectionKotler’s/ Porter’sEnvironment auditMacro environment (PEST)Task environment (5 forces)1-on-1 interview with Marketing CoordinatorSecondary data sourcesBerry’sMarket orientationFacilitation of marketing throughout the organizationPersonnel surveyBerry’sAcquiring new customerThe efforts devoted to acquire new customersPersonnel surveyBerry’sExisting customer marketingThe strength of relationship with existing customersPersonnel survey1-on-1 interaction with customersBerry’sService qualityTangible quality, operating performance, features, reliability and durability of servicesPersonnel survey Customer surveyBerry’sInternal marketing processAbility to attract, prepare, motivate and retain high-quality employeesPersonnel surveyBuyer behavior auditFactors that influence buyers’ decisions making processPersonnel survey Customer survey<br />