Running head: CORPORATE IT 1
PROJECT PLAN 5
CUSTOMER SERVICE: PROJECT PLANAbstract
The study sought to identify some of the challenges that may accrue to corporate IT because of a poor customer care service offered to the clients, as well as indicating the role of good customer care service in improving the sales and talking to managers working in corporate IT sector to identify their views on this subject matter. The reason for the study was to achieve a far reaching comprehension of the components corporate IT impact in the organizations that are spoken to by their relations with their suppliers, merchants, merchants and clients on the gauges that are identified with client benefit as respects the nature of administration. The study depended on an extrapolation and a finding of the present circumstance of corporate IT, an examination of its responsiveness to prerequisites of its encompassing surroundings, and elevating the viability by which the administration reacts to various difficulties, particularly in enhancing the business administration and client benefit.
Table of Contents
2Abstract
Research Problem
4
Hypothesis
4
Background
4
Objectives
5
Methods
6
Data and Execution
7
Results and discussions
8
Trend of reduced customer satisfaction
8
Communication system
8
Products flow
9
Managing the internal operations effectively
9
Effectiveness of the research
10
Conclusion
11
Research Problem
Since there is a considerable measure of establishments and authoritative ideas that have developed in corporate IT in the course of the last couple of decades, the shape and nature of association with suppliers and customers in equivalent measure has changed towards more collaboration for an arrangement of a sound client benefit relationship between the gatherings included. With an end goal to diminishing the costs included, the principle look into question was figured. What is the impact of a fruitful corporate IT in enhancing client benefit (Shoghari, 2016).
Hypothesis
There is no statistically significant effect that lies between corporate IT variables on customer service; this is the first significant hypothesis that the study intends to test. The factors incorporate its association with suppliers, association with merchants and wholesalers. The second theory is; there is no measurably critical contrast between the normal reactions of those questioned about the effect of corporate IT on client benefit because of individual factors like sexual orientation age, training and years of administration or capability. For this study, we will base the project on the first hypothesis as mentioned above.
Background
A corporation’s expertise contributes a pivotal role in the correct identification of a superiority client. The scen ...
Weekly tasks or assignments (Individual or Group Projects) will be.docxphilipnelson29183
Weekly tasks or assignments (Individual or Group Projects) will be due by Monday and late submissions will be assigned a late penalty in accordance with the late penalty policy found in the syllabus. NOTE: All submission posting times are based on midnight Central Time.
The design of your research should now be completed, and you are ready for the execution phase. This is a key step in the research process and should result is meaningful, measurable, and useful information that you will use later for analysis purposes. Proper execution of your research plan will play a large role in the success of your project.
For this assignment, you will continue your work on the project with the execution of the research portion of the project. Research identified in Week 2 will be conducted, results will be gathered, and a summary of the research results will be presented as part of the submission for the week. You will also provide a summary of how well the research process achieved the desired goals for the project.
The project deliverables are the following:
· Update the Information Technology Problem Analysis document title page with a new date and project name.
· Update the previously completed sections based on your instructor's feedback.
· New Content: Project Research Execution
· Research Execution
· Conduct the research identified in the research plan, and document the process as it is performed.
· Gather the research results in an organized format that clearly identifies how the results relate to the identified problem(s) and the benefits that can be expected from solutions that have been found.
· Research Results Summary
· Summarize the results of the research.
· ? Include a discussion of specific project objectives that can now be stated based upon the research. Each objective should be unique and not overlap with other objectives and each objective should be supported by information and measures identified via the research. For example, a potential problem could be a trend of reduced customer satisfaction that is correlated with reduced sales. Research concerning what causes this type of problem and research about solutions, may reveal many issues and solutions. For example, customer service could be slow due to an IT system that has a slow response time when customer service representatives access information. The online sales portal that the customers utilize (if there is one) could be too slow – it could also be confusing. It could be that it is needed to consider using Social Media as part of a new customer relations campaign that will place our company more in touch with each specific customer and allow the identification of trends in what customers want and what they think about our company.
· ? Discuss how tangible and intangible measures are related to each objective and solution. For example, reductions in labor cost due to a proposed change accomplished via a specific IT project, is a tangible measure. An increase in customer satis.
Ataullah Muneeb and Matiullah Shinwari. “Customer Relation Management (CRM) and its Impact on Organizational Performance: A Case of Etisalat Telecommunication in Afghanistan” United International Journal for Research & Technology (UIJRT) 1.4 (2019): 01-09
The Role of Customer Relationship Management (CRM) in Improving Customer serv...AJSSMTJournal
This study aimed at identifying Customer Relationship Management (CRM) in improving customer services (responding time,
customer experience and product diversity) in the Cairo Amman Bank (CAB). The authors employed a predictive-descriptive
approach to identify the level of CRM at CAB. Male and female employees at CAB (No.327) participated in the study. A
questionnaire prepared to measure the role of CRM in improving customer services was implemented. Means, standard
deviations, multiple linear regression and 1-Way ANOVA analyses were used to examine the data. CRM from the perspective
of CAB employees scored a high level at overall test. Customer services level from the perspective of the employees at CAB
and its dimensions scored high. The predictive model of CRM and customer services from employee’s perspective was
statistically significant. Based on these results, the authors recommend ACB to take more interest in improving its CRM to
obtain customers satisfaction by encouraging customers to provide the company with feedback that improves the services
provided to them.
Organizations recognize the need to improve customer engagement by providing a complete view of customers and their interactions across multiple touchpoints. To better engage with customers, companies require new systems and analytics capabilities that can integrate data from disparate sources and provide consistent experiences across channels. Advanced analytics in particular can help companies understand customer behavior and improve engagement by informing metrics, processes and training to enhance the customer experience.
The Relationship between Customer Knowledge Management, Customer Relationship...inventionjournals
ABSTRACT: This study was aimed to assess the relationship between customer knowledge management and customer relationship management, with organizational innovation and customer loyalty (for consumers and retailers of protein industry in Isfahan province). The statistical population consisted of all employees (1385 people) and customers of nine production and distribution groups of the protein products in Isfahan province. Corresponding to the number in each group, stratified random sampling was made based on the contributions made, and 451 questionnaires were analyzed regarding the number of people in each group. The findings showed that there was a significant correlation between customer loyalty and customer relationship management, customer knowledge management and organizational innovation (P<0.01). The values of effective coefficients; β, showed that for every unit increase in innovation, knowledge management, and customer relationship management, the customer loyalty was increased 0.332, 0.331 and 0.331 units, respectively. According to the results of this study, it could be suggested that the protein industry retailers, must incorporate knowledge based and relationship marketing tools, such as customer relationship management, and customer knowledge management, for implementing customer loyalty strategies. Results of this study showed that organizational innovation should be considered as the first priority for implementing loyalty strategies of the organization.
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.
2. Two important research methods are critical incident studies, which analyze satisfying and dissatisfying customer service interactions, and requirements research, which identifies customer benefits and attributes.
3. Other techniques include post-transaction surveys conducted after each customer interaction to gauge satisfaction, and service expectation meetings between companies and large business customers. Understanding customer expectations is key to delivering quality service.
MBA Projects, synopsis, and synopsis of various regular as well as distance learning undergraduate and postgraduate courses for various institutions like SMU – Sikkim Manipal University, SMUDE, AIMA, AMITY, IGNOU, SCDL, JAMIA, AMU, JHU etc.
Today there is a lot of buzz around customer experience. Many companies have realized that investments in customer experience improvement is important not just because it helps to boost the bottom lines of their businesses but because it takes at least 4 to 6 times more cost to acquire a new customer than to retain an existing customer.
Weekly tasks or assignments (Individual or Group Projects) will be.docxphilipnelson29183
Weekly tasks or assignments (Individual or Group Projects) will be due by Monday and late submissions will be assigned a late penalty in accordance with the late penalty policy found in the syllabus. NOTE: All submission posting times are based on midnight Central Time.
The design of your research should now be completed, and you are ready for the execution phase. This is a key step in the research process and should result is meaningful, measurable, and useful information that you will use later for analysis purposes. Proper execution of your research plan will play a large role in the success of your project.
For this assignment, you will continue your work on the project with the execution of the research portion of the project. Research identified in Week 2 will be conducted, results will be gathered, and a summary of the research results will be presented as part of the submission for the week. You will also provide a summary of how well the research process achieved the desired goals for the project.
The project deliverables are the following:
· Update the Information Technology Problem Analysis document title page with a new date and project name.
· Update the previously completed sections based on your instructor's feedback.
· New Content: Project Research Execution
· Research Execution
· Conduct the research identified in the research plan, and document the process as it is performed.
· Gather the research results in an organized format that clearly identifies how the results relate to the identified problem(s) and the benefits that can be expected from solutions that have been found.
· Research Results Summary
· Summarize the results of the research.
· ? Include a discussion of specific project objectives that can now be stated based upon the research. Each objective should be unique and not overlap with other objectives and each objective should be supported by information and measures identified via the research. For example, a potential problem could be a trend of reduced customer satisfaction that is correlated with reduced sales. Research concerning what causes this type of problem and research about solutions, may reveal many issues and solutions. For example, customer service could be slow due to an IT system that has a slow response time when customer service representatives access information. The online sales portal that the customers utilize (if there is one) could be too slow – it could also be confusing. It could be that it is needed to consider using Social Media as part of a new customer relations campaign that will place our company more in touch with each specific customer and allow the identification of trends in what customers want and what they think about our company.
· ? Discuss how tangible and intangible measures are related to each objective and solution. For example, reductions in labor cost due to a proposed change accomplished via a specific IT project, is a tangible measure. An increase in customer satis.
Ataullah Muneeb and Matiullah Shinwari. “Customer Relation Management (CRM) and its Impact on Organizational Performance: A Case of Etisalat Telecommunication in Afghanistan” United International Journal for Research & Technology (UIJRT) 1.4 (2019): 01-09
The Role of Customer Relationship Management (CRM) in Improving Customer serv...AJSSMTJournal
This study aimed at identifying Customer Relationship Management (CRM) in improving customer services (responding time,
customer experience and product diversity) in the Cairo Amman Bank (CAB). The authors employed a predictive-descriptive
approach to identify the level of CRM at CAB. Male and female employees at CAB (No.327) participated in the study. A
questionnaire prepared to measure the role of CRM in improving customer services was implemented. Means, standard
deviations, multiple linear regression and 1-Way ANOVA analyses were used to examine the data. CRM from the perspective
of CAB employees scored a high level at overall test. Customer services level from the perspective of the employees at CAB
and its dimensions scored high. The predictive model of CRM and customer services from employee’s perspective was
statistically significant. Based on these results, the authors recommend ACB to take more interest in improving its CRM to
obtain customers satisfaction by encouraging customers to provide the company with feedback that improves the services
provided to them.
Organizations recognize the need to improve customer engagement by providing a complete view of customers and their interactions across multiple touchpoints. To better engage with customers, companies require new systems and analytics capabilities that can integrate data from disparate sources and provide consistent experiences across channels. Advanced analytics in particular can help companies understand customer behavior and improve engagement by informing metrics, processes and training to enhance the customer experience.
The Relationship between Customer Knowledge Management, Customer Relationship...inventionjournals
ABSTRACT: This study was aimed to assess the relationship between customer knowledge management and customer relationship management, with organizational innovation and customer loyalty (for consumers and retailers of protein industry in Isfahan province). The statistical population consisted of all employees (1385 people) and customers of nine production and distribution groups of the protein products in Isfahan province. Corresponding to the number in each group, stratified random sampling was made based on the contributions made, and 451 questionnaires were analyzed regarding the number of people in each group. The findings showed that there was a significant correlation between customer loyalty and customer relationship management, customer knowledge management and organizational innovation (P<0.01). The values of effective coefficients; β, showed that for every unit increase in innovation, knowledge management, and customer relationship management, the customer loyalty was increased 0.332, 0.331 and 0.331 units, respectively. According to the results of this study, it could be suggested that the protein industry retailers, must incorporate knowledge based and relationship marketing tools, such as customer relationship management, and customer knowledge management, for implementing customer loyalty strategies. Results of this study showed that organizational innovation should be considered as the first priority for implementing loyalty strategies of the organization.
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.
2. Two important research methods are critical incident studies, which analyze satisfying and dissatisfying customer service interactions, and requirements research, which identifies customer benefits and attributes.
3. Other techniques include post-transaction surveys conducted after each customer interaction to gauge satisfaction, and service expectation meetings between companies and large business customers. Understanding customer expectations is key to delivering quality service.
MBA Projects, synopsis, and synopsis of various regular as well as distance learning undergraduate and postgraduate courses for various institutions like SMU – Sikkim Manipal University, SMUDE, AIMA, AMITY, IGNOU, SCDL, JAMIA, AMU, JHU etc.
Today there is a lot of buzz around customer experience. Many companies have realized that investments in customer experience improvement is important not just because it helps to boost the bottom lines of their businesses but because it takes at least 4 to 6 times more cost to acquire a new customer than to retain an existing customer.
A STUDY ON CUSTOMERS SATISFACTION OF BARTI AIRTEL TELECOMMUNICATION IN TIRUPU...saravana vel.k
This document provides a literature review on customer satisfaction studies related to the telecommunications industry. It discusses several past studies that have found a direct relationship between increasing customer satisfaction and improved profits, market share, positive recommendations and lower marketing costs for companies. The review also summarizes various past studies that have analyzed customer satisfaction and perceptions of services from telecom providers in India such as BSNL, analyzing factors like promotional strategies, service quality and meeting customer expectations.
The document discusses various aspects of customer satisfaction. It covers:
- The importance of treating customers as the top priority and understanding their needs beyond basic functions.
- Using customer satisfaction to measure quality and closely following customer demands.
- The relationship between customers, frontline employees, managers and the CEO in achieving satisfaction.
- Comparing what customers need versus what companies offer to ensure success.
- The importance of seeking ongoing customer feedback to understand changing expectations.
AN INTEGRATED MANAGEMENT AND MEASUREMENT OF CUSTOMER FEASIBLILTY IN CONSTRUCT...IAEME Publication
Objective: Identifying different factorsand views of customers in the constructionindustry. To set a context in which produce relative and useful measures ofservice performance. Improvising the facilities in the construction industry and measuring the needs of the customer inthe construction industry. Methods: Usingthe Benchmark, the performance measurement study will be done using the data collectedthrough the questionnaire that is submitted to the customer, also issuing thequestionnaire to the company and obtain the company hierarchy and Measure thecustomer satisfaction Through analysing the results from the software SPSS(Statistical Package For TheSocial Sciences). Findings: Recognize that customer needs differsignificantly. A customer may have diverse requirements for variousundertakings; that same customer's project needs may change after some time. The expense might be the most critical standardfor a customer on one anticipate, while timetable might be an essential model on another. Therefore it isunrealistic to build up "the" rundown of customer needs that isproper for each project. A temporary worker with learning accumulated aboutevery customer and their projects will need to recognize the most imperativecriteria for its customers on every undertaking. Once those criteria aredistinguished, the temporary worker can plan the customers' desires that arecritical in any thought of satisfaction. The variables recognized must beanalyzed as far as desires to comprehend their potential part in customersatisfaction. Customer facilities are forthe most part seen as one of the variables that enhancethe execution of an association, individual or group administration'scommitment to customer facilities sways worker dispositions and seen to add tohigher customer satisfaction and maintenance. Improvements: Besides theperformance measures used in the research (internal and overall budget, qualityand deadline) customer satisfaction should be included as an additional measureof project success
The document provides an overview of Customer Relationship Management (CRM). It discusses what CRM is, how it helps develop long-term relationships with customers and convert them through various stages of loyalty. The techniques include identifying prospects, converting them to customers, repeat customers, clients, advocates and partners. CRM aims to increase lifetime customer value. It also discusses how to introduce CRM in companies and the role of information technology.
This document discusses the impact of supplier relationship management (SRM) on organizational performance. It begins with an introduction that outlines the objectives and significance of studying how effectively managing supplier relationships can affect a company's performance. A literature review identifies that SRM involves strategic partnerships with suppliers and can help reduce risks and improve business activities. The study aims to evaluate how SRM influences organizational goals. It will use surveys and statistical analysis to explore the relationship between supplier development, organizational performance, and other determinants of effective supplier management.
This document provides an overview of a student project on customer satisfaction of Airtel mobile services in India. It includes an acknowledgment section thanking the student's guide. The document then outlines the contents which will cover an introduction to customer satisfaction, Airtel's company profile, products and services, SWOT analysis, distribution and sales, targeting, data analysis, findings and conclusions. It describes the research methodology as using a survey method with a sample size of 100 customers and data collection through questionnaires. The need for the study is to understand customer service importance and marketing/management skills for organizational growth by assessing Airtel customer satisfaction levels.
International Journal of Computational Engineering Research(IJCER)ijceronline
International Journal of Computational Engineering Research(IJCER) is an intentional online Journal in English monthly publishing journal. This Journal publish original research work that contributes significantly to further the scientific knowledge in engineering and Technology.
Customer Relationship Management and Banking Sector Market Share performanceinventionjournals
The influence of customer relationship management (CRM) on Nigeria banking sector market share performance is the focus of this study. It examined the influence of customer identification, customer retention and technology on customer relationship management and banks market share performance. The ever increasing competition and dynamics in the market place and the need for banks to survive, grow and meet the stakeholders objectives calls for a meaningful long lasting relationship between marketers and all other stakeholders in the organisation. The population of this study consists of all 617 headquarters employees of the 21 deposit money banks in Port Harcourt metropolis that is registered with Nigeria Deposit Insurance Corporation (NDIC); while the sample size of 243 determined through the Tara Yamani formula. Questionnaire was used as an instrument for primary data collection. The Spearman’s Rank Order Correlation was the statistical technique employed for hypothesis testing in the statistical package for social sciences (SPSS) version 17. The findings of this study revealed that there is significant relationship between customer identification, retention, and market share; while technology positively influence CRM and bank market share performance. Customer identification and retention are dimensions of CRM, while market share is the measure of performance, with technology as moderating variable influence between CRM as a measure of bank performance. It is therefore noted that banks will have better competitive advantage when all relevant stakeholders appreciate and demonstrate these customer relationship management strategies with a view of achieving the desired corporate objectives.
This document reviews literature on customer relationship management (CRM). It summarizes several studies that have investigated factors influencing CRM effectiveness and adoption. One study found that loyalty programs and direct mailing positively impact customer retention. Another identified that customer commitment affects intentions to switch service providers. A third found that top management support has a major influence on small and medium enterprises adopting CRM technology. The reviewed studies covered industries such as banking, telecommunications, and automotive repair and used various data analysis methods.
Service+quality+value+allignment+through internal customer orientation in fin...Tapan Panda
This document summarizes a research study that examined service quality and internal customer orientation in an Indian public sector bank. The study surveyed bank employees in branches (front office) and regional loan departments (back office) to compare their perceptions of 14 service quality dimensions. The results found no statistically significant differences between the two groups' responses. However, some differences were observed based on employee demographics. Overall, the study found similarities between front and back office employees' views of service quality, suggesting the bank presents a consistent experience to external customers.
This document provides an overview of a project report on Customer Relationship Management (CRM) conducted at Sri Futuristic Solutions in Vijayawada, India. It discusses the importance of CRM in maintaining long-term relationships with customers. The objectives of the CRM study are to examine current CRM practices, understand the impact of CRM on profitability, identify factors affecting CRM, and analyze the role of information technology in CRM. Primary and secondary data were collected through surveys. Sri Futuristic Solutions is introduced as a company providing web design, software development, and education consultancy services with a goal of delivering high quality solutions.
Analytical CRM - Ecommerce analysis of customer behavior to enhance sales Shrikant Samarth
Task: You are required to choose a dataset (or related datasets) in an area of interest suitable for analyzing customer relationships.
Approach: Topic is chosen – Customer behavior Analysis in Ecommerce Industry for Enhancing Sales. Brazilian E-commerce public dataset was downloaded, cleaned and performed multiple regression in SPSS to check the relationship between the dependent variable and multiple independent variables.
Findings: Customer can be retained if the product delivered in time and if there is a delay in the product delivery, it is a duty of a seller to inform the customer for the same. The payment method has proven to be an important parameter to enhance sales over a period of time. analysis suggests on-time delivery, flexibility in payment method and good customer service would help the seller to gain customer trust which would help them to convert more sales.
Tools: IBM SPSS , Excel (pivot tables and charts), Tableau
This survey was conducted among ZONG employees to understand their perceptions of important brand factors. It assessed traits like delivering desired customer benefits, relevance, pricing based on consumer value, proper positioning, consistency, and coordinated marketing activities.
Key findings include: 70% of employees felt ZONG provided satisfactory customer care but needs focus on network quality, innovation, and loyalty programs. 75% felt services were relevant but more can be done for market share. 84% felt management formulated strategies according to needs but 16% felt more customer research was needed. The conclusion calls for focus on customer segmentation, awareness, price fairness perceptions, personalization, and employee engagement.
Journal of Business & Economics Research – August 2013 Volum.docxchristiandean12115
Journal of Business & Economics Research – August 2013 Volume 11, Number 8
2013 The Clute Institute Copyright by author(s) Creative Commons License CC-BY 345
The Control Process Effectiveness:
Organization Versus Customer
Ofer Barkai, The Sami Shamoon College of Engineering, Israel
ABSTRACT
This research project, which was implemented in an organization whose primary function is
providing service (Telecommunication company), studies the scope of the correlation between the
quality of service from the customer’s point of view (customer survey) and the organization
(Telecommunication company systems). The research is important both for economic and
scientific reasons. It involves many organizational control units which require significant
monetary investments. From a scientific point of view, the research is important because it can
shed light on the asymmetrical point of view existing between customers and organizations.
Organizations that are service providers place high importance on the quality of service and their
image as perceived by their customers. Quality of service is measured through internal control
processes and from there is passed on to the staff who are directly involved in customer service. In
this study, we focus on a large organization which implements control processes and then
provides service to customers. Therefore, the activities of this organization are judged first and
foremost on the basis of the service quality provided. The existing internal control processes of the
organization, which measure the standard of service provided on the basis of organizational
benchmarks are separate from those that measure customer satisfaction. In this project, we
analyze the correlation between the outlook of the customer and the results of internal control
processes.
Key Words: Telecommunication Company; Customers Satisfaction Survey; Internal Control Process; Service
Quality
INTRODUCTION
ne of the most important goals of a company is to create disposition toward the company's products and
services. The rapid growth of the modern markets, along with the growing demand for quality products
and services and the intense competition of our time, have led companies to design their service
strategies to achieve this goal. Growing demands for service quality, liability and efficiency became a major
consideration in the service strategy design and services operation provided to the costumer (Tervydisa &
Rindzevičius, 2006).
Roth & Van Der Velde (1991) present a service strategy paradigm which explicitly considers service
strategies as a competitive weapon, aimed to better one's company from its competitors. This is crucial, as stated
before, in competitive markets. As competition increases, companies strive to differentiate themselves trying to
stress their good qualities and uphold their stature as the best in their field.
Urban W. (2009), in his research.
A Study on Customer Relationship Management at Yamaha Srinivasa Motors Puduch...ijtsrd
Most of the two wheeler industry focuses on customer relationship management these days. The first and foremost necessity is to satisfy the existing customers and make them come back for a repurchase of their products. This means Yamaha should concentrate on its customers. The aim of the study is to find the customer relationship management and brand loyalty at Yamaha Srinivasa Motors Puducherry. The relation between CRM and Brand Loyalty is also assessed. Primary and secondary data were used for the study. CRM questionnaire was used to collect primary data. Eighty samples are selected at random from a population of 100 customers. The data were analyzed using the spearmen coefficient of correlation and ANOVA. Suitable suggestions and conclusions were made from the findings of the study. Poorani. R | Arulselvi. T | Junojasmine. J "A Study on Customer Relationship Management at Yamaha Srinivasa Motors Puducherry" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-6 , October 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29182.pdf Paper URL: https://www.ijtsrd.com/management/marketing/29182/a-study-on-customer-relationship-management-at-yamaha-srinivasa-motors-puducherry/poorani-r
Capgemini Consulting Claims Ops Model Alignment Program 3 13 2015Claire Louis
The document discusses aligning an insurance company's claims operating model with its enterprise strategy. It provides an overview of key insurance trends related to claims transformation, customer experience, digitization, and product innovation. It outlines how aligning the claims model supports business goals like risk management, customer retention, and profitability. The document then describes components of an effective claims operating model and a strategy to guide insurers through assessing their current model and developing a targeted model through initiatives related to process, people, technology, and change management.
Slide share Institute for Quality Assurance London - QualityWorld Customer ...Dr. Ted Marra
Another classic article on Customer Focus - while a number of approaches have evolved over the years, the foundation elements remain unchanged. Again, many organisations 'talk a good game' when it comes customers, customer focus or customer centricity. But as we all know, 'talk is cheap' and 'talk' alone doesn't get the job done. One needs to understand the true requirements for being customer focused. One needs a 'strategic customer relationship management' system as discussed in other of my SlideShare uploads. Hopefully you will find that this article helps to continue to provide a 'directionally correct' viewpoint! Enjoy!
This document discusses research on customer satisfaction and creating a customer-oriented organizational culture. It provides examples from businesses that have strong customer-focused mission statements and cultures where satisfying customers is a top priority that guides all aspects of the organization. The document also examines the importance of customer service training for frontline employees and strategies for gathering customer feedback to continuously improve satisfaction.
Running head CUSTOMER SERVICE1CUSTOMER SERVICE2Cust.docxsusanschei
Running head: CUSTOMER SERVICE
1
CUSTOMER SERVICE
2
Customer Service
LaShanda Lewis
AMU
I. Introduction
Significant changes and advances have been made in customer service research. A lot of researchers have concentrated on defining and measuring customer service, as well as its importance for the sake of isolating it from the marketing mix. It is essential to enhance the establishment of service levels as an overall strategy of marketing. This, in turn, helps in evaluating customer experiences and provides suggestions for future research.
A. Thesis:
Customer service is the backbone of success in significant service organizations and the industry as a whole, and thus, this concept needs to be integrated into organization operations to achieve maximum profitability and customer retention.
II. Body - Paragraph 1:
Topic A.
Factors affecting successful customer service
Supporting Evidence
Satisfactory customer service is dependent on creativity, innovation, and high-quality standards. There are various factors which affect the effectiveness of customer service delivery (Wilson et al., 2012). Organizations can develop standards of performance to meet statistical goals.
Explanation
Poor customer service leads to a disastrous outcome. An organization with perfect customer service thrive as a result of increased efficiency. Negative word of mouth from consumers might lead to deterioration of the organization success.
Why is this important?
This is an essential aspect of consideration primarily due to the level of dynamism and competition in the market. The determination of factors affecting customer service will help organizations come up with strategies to counter competition in the market.
III. Body - Paragraph 2:
Topic B
Relationship between customer service and customer satisfaction
Supporting Evidence
There is a strong relationship between customer satisfaction and customer service. Meeting the needs of a consumer at the end of purchase should be prioritized by all human resource functional units in the organization. The pot purchase stage determines the level of satisfaction of consumers (Brady et al. 2010).
Explanation
Customer satisfaction is measured by the disconfirmation theory, which compares the evil of performance after making use of the product. The level of expectation matters in customer service and quality needs to be enhanced.
Why is this important?
This is important because consumer satisfaction and customer service are highly correlated. Without good customer service, customer satisfaction cannot be achieved, and vice versa.
IV. Body- Paragraph 3
Topic C
How customer service affect customer loyalty
Supporting Evidence
Loyalty is defined as the commitment to the organization and the consumer, which forms profoundly after a consumer can get excellent services and quality products to suit his or her needs. Loyalty encourages repetitive buying, and cannot be realized where there is poor custo ...
SPT 208 Final Project Guidelines and Rubric Overview .docxsusanschei
SPT 208 Final Project Guidelines and Rubric
Overview
Marketing and advertising are often used interchangeably, yet throughout this course you have learned that marketing is a much larger concept that requires a
strong understanding of consumer behavior, products and services, and often the greater economic environment. Marketing is applicable to every industry and
discipline in one way or another, but within the sport industry we have the chance to see the application of marketing concepts as if under a spotlight due to the
industry’s global reach and importance to society.
Your final project is the creation of an Opportunity and Consumer Analysis. You will select a sport team, individual, facility, or organization as the focus of your
consumer and opportunity analysis. When selecting your area of focus, think about your interests and career aspirations. As you progress through the course,
you will have the opportunity to practice the skills required for this project in several milestone activities. Your final deliverable will include a strengths,
weaknesses, opportunities, and threats (SWOT) analysis of your selected focus; a consumer analysis; an analysis of successful marketing and media strategies;
and a brief 1-, 3-, and 5-year plan that allows you to explain your intended use of a proven marketing strategy and various media opportunities. Please note that
your Opportunity and Consumer Analysis will be an eligible artifact to include in your program portfolio, as it will highlight your ability to recognize consumer
characteristics and opportunities for brand improvement.
The project is divided into two milestones, which will be submitted at various points throughout the course to scaffold learning and ensure quality final
submissions. These milestones will be submitted in Modules Three and Five. The final Opportunity and Consumer Analysis will be submitted in Module Seven.
This assessment addresses the following course outcomes:
• Analyze consumer behaviors for the influence of political, cultural, and social events on consumer motivation at the local, national, or international
levels within the sport industry
• Illustrate the application of key marketing strategies in successful sport-specific marketing campaigns
• Identify proven marketing strategies that can be successfully applied to specific sport marketing scenarios to attract consumers
• Compare media opportunities for successfully communicating and marketing towards specific consumers within the sport industry
Prompt
Develop a comprehensive Opportunity and Consumer Analysis. Select a sport team, individual, facility, or organization and provide a thorough analysis of the
existing marketing strategies and consumers, and determine an opportunity for greater consumer reach. Outline a brief 1-, 3-, and 5-year plan for the marketing
opportunity.
Specifically, the following critical elements must be addressed:
I. Marketing Foc.
A STUDY ON CUSTOMERS SATISFACTION OF BARTI AIRTEL TELECOMMUNICATION IN TIRUPU...saravana vel.k
This document provides a literature review on customer satisfaction studies related to the telecommunications industry. It discusses several past studies that have found a direct relationship between increasing customer satisfaction and improved profits, market share, positive recommendations and lower marketing costs for companies. The review also summarizes various past studies that have analyzed customer satisfaction and perceptions of services from telecom providers in India such as BSNL, analyzing factors like promotional strategies, service quality and meeting customer expectations.
The document discusses various aspects of customer satisfaction. It covers:
- The importance of treating customers as the top priority and understanding their needs beyond basic functions.
- Using customer satisfaction to measure quality and closely following customer demands.
- The relationship between customers, frontline employees, managers and the CEO in achieving satisfaction.
- Comparing what customers need versus what companies offer to ensure success.
- The importance of seeking ongoing customer feedback to understand changing expectations.
AN INTEGRATED MANAGEMENT AND MEASUREMENT OF CUSTOMER FEASIBLILTY IN CONSTRUCT...IAEME Publication
Objective: Identifying different factorsand views of customers in the constructionindustry. To set a context in which produce relative and useful measures ofservice performance. Improvising the facilities in the construction industry and measuring the needs of the customer inthe construction industry. Methods: Usingthe Benchmark, the performance measurement study will be done using the data collectedthrough the questionnaire that is submitted to the customer, also issuing thequestionnaire to the company and obtain the company hierarchy and Measure thecustomer satisfaction Through analysing the results from the software SPSS(Statistical Package For TheSocial Sciences). Findings: Recognize that customer needs differsignificantly. A customer may have diverse requirements for variousundertakings; that same customer's project needs may change after some time. The expense might be the most critical standardfor a customer on one anticipate, while timetable might be an essential model on another. Therefore it isunrealistic to build up "the" rundown of customer needs that isproper for each project. A temporary worker with learning accumulated aboutevery customer and their projects will need to recognize the most imperativecriteria for its customers on every undertaking. Once those criteria aredistinguished, the temporary worker can plan the customers' desires that arecritical in any thought of satisfaction. The variables recognized must beanalyzed as far as desires to comprehend their potential part in customersatisfaction. Customer facilities are forthe most part seen as one of the variables that enhancethe execution of an association, individual or group administration'scommitment to customer facilities sways worker dispositions and seen to add tohigher customer satisfaction and maintenance. Improvements: Besides theperformance measures used in the research (internal and overall budget, qualityand deadline) customer satisfaction should be included as an additional measureof project success
The document provides an overview of Customer Relationship Management (CRM). It discusses what CRM is, how it helps develop long-term relationships with customers and convert them through various stages of loyalty. The techniques include identifying prospects, converting them to customers, repeat customers, clients, advocates and partners. CRM aims to increase lifetime customer value. It also discusses how to introduce CRM in companies and the role of information technology.
This document discusses the impact of supplier relationship management (SRM) on organizational performance. It begins with an introduction that outlines the objectives and significance of studying how effectively managing supplier relationships can affect a company's performance. A literature review identifies that SRM involves strategic partnerships with suppliers and can help reduce risks and improve business activities. The study aims to evaluate how SRM influences organizational goals. It will use surveys and statistical analysis to explore the relationship between supplier development, organizational performance, and other determinants of effective supplier management.
This document provides an overview of a student project on customer satisfaction of Airtel mobile services in India. It includes an acknowledgment section thanking the student's guide. The document then outlines the contents which will cover an introduction to customer satisfaction, Airtel's company profile, products and services, SWOT analysis, distribution and sales, targeting, data analysis, findings and conclusions. It describes the research methodology as using a survey method with a sample size of 100 customers and data collection through questionnaires. The need for the study is to understand customer service importance and marketing/management skills for organizational growth by assessing Airtel customer satisfaction levels.
International Journal of Computational Engineering Research(IJCER)ijceronline
International Journal of Computational Engineering Research(IJCER) is an intentional online Journal in English monthly publishing journal. This Journal publish original research work that contributes significantly to further the scientific knowledge in engineering and Technology.
Customer Relationship Management and Banking Sector Market Share performanceinventionjournals
The influence of customer relationship management (CRM) on Nigeria banking sector market share performance is the focus of this study. It examined the influence of customer identification, customer retention and technology on customer relationship management and banks market share performance. The ever increasing competition and dynamics in the market place and the need for banks to survive, grow and meet the stakeholders objectives calls for a meaningful long lasting relationship between marketers and all other stakeholders in the organisation. The population of this study consists of all 617 headquarters employees of the 21 deposit money banks in Port Harcourt metropolis that is registered with Nigeria Deposit Insurance Corporation (NDIC); while the sample size of 243 determined through the Tara Yamani formula. Questionnaire was used as an instrument for primary data collection. The Spearman’s Rank Order Correlation was the statistical technique employed for hypothesis testing in the statistical package for social sciences (SPSS) version 17. The findings of this study revealed that there is significant relationship between customer identification, retention, and market share; while technology positively influence CRM and bank market share performance. Customer identification and retention are dimensions of CRM, while market share is the measure of performance, with technology as moderating variable influence between CRM as a measure of bank performance. It is therefore noted that banks will have better competitive advantage when all relevant stakeholders appreciate and demonstrate these customer relationship management strategies with a view of achieving the desired corporate objectives.
This document reviews literature on customer relationship management (CRM). It summarizes several studies that have investigated factors influencing CRM effectiveness and adoption. One study found that loyalty programs and direct mailing positively impact customer retention. Another identified that customer commitment affects intentions to switch service providers. A third found that top management support has a major influence on small and medium enterprises adopting CRM technology. The reviewed studies covered industries such as banking, telecommunications, and automotive repair and used various data analysis methods.
Service+quality+value+allignment+through internal customer orientation in fin...Tapan Panda
This document summarizes a research study that examined service quality and internal customer orientation in an Indian public sector bank. The study surveyed bank employees in branches (front office) and regional loan departments (back office) to compare their perceptions of 14 service quality dimensions. The results found no statistically significant differences between the two groups' responses. However, some differences were observed based on employee demographics. Overall, the study found similarities between front and back office employees' views of service quality, suggesting the bank presents a consistent experience to external customers.
This document provides an overview of a project report on Customer Relationship Management (CRM) conducted at Sri Futuristic Solutions in Vijayawada, India. It discusses the importance of CRM in maintaining long-term relationships with customers. The objectives of the CRM study are to examine current CRM practices, understand the impact of CRM on profitability, identify factors affecting CRM, and analyze the role of information technology in CRM. Primary and secondary data were collected through surveys. Sri Futuristic Solutions is introduced as a company providing web design, software development, and education consultancy services with a goal of delivering high quality solutions.
Analytical CRM - Ecommerce analysis of customer behavior to enhance sales Shrikant Samarth
Task: You are required to choose a dataset (or related datasets) in an area of interest suitable for analyzing customer relationships.
Approach: Topic is chosen – Customer behavior Analysis in Ecommerce Industry for Enhancing Sales. Brazilian E-commerce public dataset was downloaded, cleaned and performed multiple regression in SPSS to check the relationship between the dependent variable and multiple independent variables.
Findings: Customer can be retained if the product delivered in time and if there is a delay in the product delivery, it is a duty of a seller to inform the customer for the same. The payment method has proven to be an important parameter to enhance sales over a period of time. analysis suggests on-time delivery, flexibility in payment method and good customer service would help the seller to gain customer trust which would help them to convert more sales.
Tools: IBM SPSS , Excel (pivot tables and charts), Tableau
This survey was conducted among ZONG employees to understand their perceptions of important brand factors. It assessed traits like delivering desired customer benefits, relevance, pricing based on consumer value, proper positioning, consistency, and coordinated marketing activities.
Key findings include: 70% of employees felt ZONG provided satisfactory customer care but needs focus on network quality, innovation, and loyalty programs. 75% felt services were relevant but more can be done for market share. 84% felt management formulated strategies according to needs but 16% felt more customer research was needed. The conclusion calls for focus on customer segmentation, awareness, price fairness perceptions, personalization, and employee engagement.
Journal of Business & Economics Research – August 2013 Volum.docxchristiandean12115
Journal of Business & Economics Research – August 2013 Volume 11, Number 8
2013 The Clute Institute Copyright by author(s) Creative Commons License CC-BY 345
The Control Process Effectiveness:
Organization Versus Customer
Ofer Barkai, The Sami Shamoon College of Engineering, Israel
ABSTRACT
This research project, which was implemented in an organization whose primary function is
providing service (Telecommunication company), studies the scope of the correlation between the
quality of service from the customer’s point of view (customer survey) and the organization
(Telecommunication company systems). The research is important both for economic and
scientific reasons. It involves many organizational control units which require significant
monetary investments. From a scientific point of view, the research is important because it can
shed light on the asymmetrical point of view existing between customers and organizations.
Organizations that are service providers place high importance on the quality of service and their
image as perceived by their customers. Quality of service is measured through internal control
processes and from there is passed on to the staff who are directly involved in customer service. In
this study, we focus on a large organization which implements control processes and then
provides service to customers. Therefore, the activities of this organization are judged first and
foremost on the basis of the service quality provided. The existing internal control processes of the
organization, which measure the standard of service provided on the basis of organizational
benchmarks are separate from those that measure customer satisfaction. In this project, we
analyze the correlation between the outlook of the customer and the results of internal control
processes.
Key Words: Telecommunication Company; Customers Satisfaction Survey; Internal Control Process; Service
Quality
INTRODUCTION
ne of the most important goals of a company is to create disposition toward the company's products and
services. The rapid growth of the modern markets, along with the growing demand for quality products
and services and the intense competition of our time, have led companies to design their service
strategies to achieve this goal. Growing demands for service quality, liability and efficiency became a major
consideration in the service strategy design and services operation provided to the costumer (Tervydisa &
Rindzevičius, 2006).
Roth & Van Der Velde (1991) present a service strategy paradigm which explicitly considers service
strategies as a competitive weapon, aimed to better one's company from its competitors. This is crucial, as stated
before, in competitive markets. As competition increases, companies strive to differentiate themselves trying to
stress their good qualities and uphold their stature as the best in their field.
Urban W. (2009), in his research.
A Study on Customer Relationship Management at Yamaha Srinivasa Motors Puduch...ijtsrd
Most of the two wheeler industry focuses on customer relationship management these days. The first and foremost necessity is to satisfy the existing customers and make them come back for a repurchase of their products. This means Yamaha should concentrate on its customers. The aim of the study is to find the customer relationship management and brand loyalty at Yamaha Srinivasa Motors Puducherry. The relation between CRM and Brand Loyalty is also assessed. Primary and secondary data were used for the study. CRM questionnaire was used to collect primary data. Eighty samples are selected at random from a population of 100 customers. The data were analyzed using the spearmen coefficient of correlation and ANOVA. Suitable suggestions and conclusions were made from the findings of the study. Poorani. R | Arulselvi. T | Junojasmine. J "A Study on Customer Relationship Management at Yamaha Srinivasa Motors Puducherry" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-6 , October 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29182.pdf Paper URL: https://www.ijtsrd.com/management/marketing/29182/a-study-on-customer-relationship-management-at-yamaha-srinivasa-motors-puducherry/poorani-r
Capgemini Consulting Claims Ops Model Alignment Program 3 13 2015Claire Louis
The document discusses aligning an insurance company's claims operating model with its enterprise strategy. It provides an overview of key insurance trends related to claims transformation, customer experience, digitization, and product innovation. It outlines how aligning the claims model supports business goals like risk management, customer retention, and profitability. The document then describes components of an effective claims operating model and a strategy to guide insurers through assessing their current model and developing a targeted model through initiatives related to process, people, technology, and change management.
Slide share Institute for Quality Assurance London - QualityWorld Customer ...Dr. Ted Marra
Another classic article on Customer Focus - while a number of approaches have evolved over the years, the foundation elements remain unchanged. Again, many organisations 'talk a good game' when it comes customers, customer focus or customer centricity. But as we all know, 'talk is cheap' and 'talk' alone doesn't get the job done. One needs to understand the true requirements for being customer focused. One needs a 'strategic customer relationship management' system as discussed in other of my SlideShare uploads. Hopefully you will find that this article helps to continue to provide a 'directionally correct' viewpoint! Enjoy!
This document discusses research on customer satisfaction and creating a customer-oriented organizational culture. It provides examples from businesses that have strong customer-focused mission statements and cultures where satisfying customers is a top priority that guides all aspects of the organization. The document also examines the importance of customer service training for frontline employees and strategies for gathering customer feedback to continuously improve satisfaction.
Running head CUSTOMER SERVICE1CUSTOMER SERVICE2Cust.docxsusanschei
Running head: CUSTOMER SERVICE
1
CUSTOMER SERVICE
2
Customer Service
LaShanda Lewis
AMU
I. Introduction
Significant changes and advances have been made in customer service research. A lot of researchers have concentrated on defining and measuring customer service, as well as its importance for the sake of isolating it from the marketing mix. It is essential to enhance the establishment of service levels as an overall strategy of marketing. This, in turn, helps in evaluating customer experiences and provides suggestions for future research.
A. Thesis:
Customer service is the backbone of success in significant service organizations and the industry as a whole, and thus, this concept needs to be integrated into organization operations to achieve maximum profitability and customer retention.
II. Body - Paragraph 1:
Topic A.
Factors affecting successful customer service
Supporting Evidence
Satisfactory customer service is dependent on creativity, innovation, and high-quality standards. There are various factors which affect the effectiveness of customer service delivery (Wilson et al., 2012). Organizations can develop standards of performance to meet statistical goals.
Explanation
Poor customer service leads to a disastrous outcome. An organization with perfect customer service thrive as a result of increased efficiency. Negative word of mouth from consumers might lead to deterioration of the organization success.
Why is this important?
This is an essential aspect of consideration primarily due to the level of dynamism and competition in the market. The determination of factors affecting customer service will help organizations come up with strategies to counter competition in the market.
III. Body - Paragraph 2:
Topic B
Relationship between customer service and customer satisfaction
Supporting Evidence
There is a strong relationship between customer satisfaction and customer service. Meeting the needs of a consumer at the end of purchase should be prioritized by all human resource functional units in the organization. The pot purchase stage determines the level of satisfaction of consumers (Brady et al. 2010).
Explanation
Customer satisfaction is measured by the disconfirmation theory, which compares the evil of performance after making use of the product. The level of expectation matters in customer service and quality needs to be enhanced.
Why is this important?
This is important because consumer satisfaction and customer service are highly correlated. Without good customer service, customer satisfaction cannot be achieved, and vice versa.
IV. Body- Paragraph 3
Topic C
How customer service affect customer loyalty
Supporting Evidence
Loyalty is defined as the commitment to the organization and the consumer, which forms profoundly after a consumer can get excellent services and quality products to suit his or her needs. Loyalty encourages repetitive buying, and cannot be realized where there is poor custo ...
SPT 208 Final Project Guidelines and Rubric Overview .docxsusanschei
SPT 208 Final Project Guidelines and Rubric
Overview
Marketing and advertising are often used interchangeably, yet throughout this course you have learned that marketing is a much larger concept that requires a
strong understanding of consumer behavior, products and services, and often the greater economic environment. Marketing is applicable to every industry and
discipline in one way or another, but within the sport industry we have the chance to see the application of marketing concepts as if under a spotlight due to the
industry’s global reach and importance to society.
Your final project is the creation of an Opportunity and Consumer Analysis. You will select a sport team, individual, facility, or organization as the focus of your
consumer and opportunity analysis. When selecting your area of focus, think about your interests and career aspirations. As you progress through the course,
you will have the opportunity to practice the skills required for this project in several milestone activities. Your final deliverable will include a strengths,
weaknesses, opportunities, and threats (SWOT) analysis of your selected focus; a consumer analysis; an analysis of successful marketing and media strategies;
and a brief 1-, 3-, and 5-year plan that allows you to explain your intended use of a proven marketing strategy and various media opportunities. Please note that
your Opportunity and Consumer Analysis will be an eligible artifact to include in your program portfolio, as it will highlight your ability to recognize consumer
characteristics and opportunities for brand improvement.
The project is divided into two milestones, which will be submitted at various points throughout the course to scaffold learning and ensure quality final
submissions. These milestones will be submitted in Modules Three and Five. The final Opportunity and Consumer Analysis will be submitted in Module Seven.
This assessment addresses the following course outcomes:
• Analyze consumer behaviors for the influence of political, cultural, and social events on consumer motivation at the local, national, or international
levels within the sport industry
• Illustrate the application of key marketing strategies in successful sport-specific marketing campaigns
• Identify proven marketing strategies that can be successfully applied to specific sport marketing scenarios to attract consumers
• Compare media opportunities for successfully communicating and marketing towards specific consumers within the sport industry
Prompt
Develop a comprehensive Opportunity and Consumer Analysis. Select a sport team, individual, facility, or organization and provide a thorough analysis of the
existing marketing strategies and consumers, and determine an opportunity for greater consumer reach. Outline a brief 1-, 3-, and 5-year plan for the marketing
opportunity.
Specifically, the following critical elements must be addressed:
I. Marketing Foc.
Ssalinas_ThreeMountainsRegionalHospitalCodeofEthics73119.docx
Running head: CODE OF ETHICS 1
CODE OF ETHICS 4
Three Mountains Regional Hospital Code of Ethics
Sharlene Salinas
Professor Bradshaw
HSA4210
July 31, 2019
Three Mountains Regional Hospital Code of Ethics
Progressive developments in science and technology in the 20th century contributed to advances in healthcare and medicine that have helped many lives. Healthcare professionals are confronted with ethical dilemmas and moral questions as the context in which healthcare is provided keeps on changing. Healthcare specialists are required to be dedicated to excellence within their professional practice of promoting community, organizational, family, and individual health. Healthcare code of ethics provides a platform for shared professional values (Wocial & Tarzian, 2015). It is the responsibility of healthcare specialists to reach the best possible standards of conduct and to encourage these ethical practices to those with whom they work together. Healthcare professionals are facing challenges as the context in which healthcare is provided keeps on changing.
The Three Mountains Regional Hospital code of ethics will clarify the roles and responsibilities within the healthcare profession. The code of ethics will also guide the healthcare professionals on addressing common ethical questions. With 15,000 admissions annually, the Three Mountains Regional Hospital requires a code of ethics that will guide the healthcare professionals in the hospital in dealing with such a capacity. Healthcare professionals from the hospital will be defined by their purpose but not their job description (Turner & Epstein, 2015). The proposed code of ethics will inform individual decision-making when faced with ethical situations within a given relationship or role at the Three Mountains Regional Hospital.
Ethics are an essential part of healthcare, and they should provide value in practical situations. The proposed code of ethics will provide a structure and shape to the Three Mountains Regional Hospital’s environment and summarize the healthcare organization’s ethical position. The code of ethics will describe the ethical attitude shared by healthcare workers at Three Mountains Regional Hospital, and it will be valuable and influential on the success of the healthcare organization. The mission of the code of ethics is to guide the hospital is leading the way to a healthier community through the provision of quality care.
Code of Ethics
· Uphold the policies of the Three Mountains Regional Hospital (Merry & Walton, 2017).
· Protect the intellectual, physical, and electronic property of the hospital (Hoppe & Lenk, 2016).
· Promote a healthy, secure, and safe working environment (Merry & Walton, 2017).
· Act responsibly and honestly by avoiding perceived or actual conflicts of interest (Merry & Walton, 2017).
· Protect and respect the privacy and confidentiality of all individuals and informat.
Spring 2020Professor Tim SmithE mail [email protected]Teach.docxsusanschei
Spring 2020
Professor: Tim Smith E mail: [email protected]
Teaching Assistant: Ray Kim E mail [email protected]
Office hours: PLF South 113 TBA
EVOLUTION OF ROCK
MCY 127
Course Description:
This general education course is a study of the birth and evolution of the music form of Rock and Roll. It is a study of both the historical and musical elements of rock with a focus on the performers and the songs in the genre. Some of the objectives for this course include:
Increasing awareness of the wide range of musical styles that “add up” to form rock
Provide insight on the cultural evolution of rock and how it applies to society
Study how technological advances have influenced both the performers and composers in rock
Prerequsites:
None
Required text:
None
Required listening: Spotify playlist MCY127TS
Course Requirements and Grading:
Test 1 20%
Midterm exam 25%
Test 3 20%
Final exam 25%
Essay on live musical performance 10%
Essay assignment will consist of attending a live musical performance at the Frost School of Music (or approved off campus performance). At the conclusion of the performance, you will obtain signatures of two or more participants. You will compose an essay that will summarize the performance (ensemble, repertoire, etc.). You will compare and/or contrast the performance with details we have studied in class. The essay should be two to three pages long, computer printed, double spaced, and stapled. It will be due on Thursday, November 19.
Conduct and rules:
Rock and roll is a joyous art form. I intend for the class to be a fun and learning environment. I hope to engage you as adults, not as adolescents. However, inappropriate language or behavior to one another will not be tolerated, and will result in the student facing disciplinary action and potential removal from the class. You are adults. I am not your baby-sitter. If you fail to attend class regularly, you will find it much more difficult to excel in the course. SHOW UP AND PAY ATTENTION! It will make your life easier in the long run. Plagiarism on your essay will not be acceptable, and will result in the loss of 10% of your final grade. Cheating is rampant. While I will make every effort to curb the options students might have to copy one another on tests, I can’t stop it completely. I will have assistance from the Honor Council on test days, and cheating will result in a zero on that test. None of you can afford this. I truly believe that if you will engage the material, come to the lectures, and actively listen to the required listening material, you will not find a need to cheat.
If you are feeling overwhelmed by any of the material, please make an appointment to meet with me during office hours.
Lectures and listening:
Each class will consist of a lecture and a period of listening to music appropriate to that lecture. The music played in class will be made available to you through Blackboard in addition. You will be responsible for the material presented.
Spring 2020 – Business Continuity & Disaster R.docxsusanschei
Spring 2020 – Business Continuity & Disaster Recovery Planning (ISOL-632-50)
Incident Management
S no
Disaster Type
Plans & Precautions
Initial Action
Stabilization Strategy
1
Thunderstorm
2
Floods
3
Tornadoes
4
Severe weather such as blizzard
5
Hurricanes
6
Explosion such as bomb threats
.
Sports Business Landscape Graphic OrganizerContent.docxsusanschei
This document outlines key aspects of careers in the sports business industry including content providers, distribution channels, goods and service providers, common job titles, typical training and education requirements, standard job roles and responsibilities, average salary outlooks, current job availability in various locations, and overall job outlooks along with potential pros and cons of different positions.
Spring 2020Carlow University Department of Psychology & Co.docxsusanschei
Spring 2020
Carlow University
Department of Psychology & Counseling
Professional Counseling Program
LGBT Lives Cultures & Theories
PRC-742-G1, PY-235-DA, WS-237-DA
3 Credits; No Prerequisites
Course Syllabus- Spring 2020
Wednesday’s 6:00pm-8:30pm
Instructor: Michelle Colarusso, Ph.D., LPC, NCC Office: TBD
Cell phone: 724-396-9769 E-mail: [email protected]
Office hours: By appointment only Location: Antonian Hall 403
Carlow's Mission Statement
The mission of Carlow University, a Catholic liberal arts university, is to involve persons, primarily women, in a process of self-directed, lifelong learning which will free them to think clearly and creatively, to discover and to challenge or affirm cultural and aesthetic values, to respond reverently and sensitively to God and others, and to render competent and compassionate service in personal and professional life.
Course Description
This course will address issues related to counseling gay, lesbian, bisexual and transgender clients. These include issues of sexual identity development, coming out, homophobia and heterosexism, family and relationship issues, multicultural issues, youth, aging, spirituality, HIV/AIDS, and substance abuse as well as ethical and professional issues in working with gay, lesbian, bisexual and transgender clients through affirmative counseling/therapy.
Learning Outcomes and Assessment
What students will learn
How students will learn it
How students will demonstrate learning
Impact dominant culture has on LGBT individuals
Readings, Experiential Activities, Class Discussions
Class Participation, Reflection Journals, Exam
Multifaceted issues facing specific LGBT populations
Readings, Experiential Activities, Class Discussions
Class Participation, Reflection Journals, Exam
Familiarize themselves with theories of identity development
Readings, Experiential Activities, Class Discussions
Class Participation, Reflection Journals, Exam
Affirmative counseling/therapy and their knowledge and skill in providing it.
Readings, Experiential Activities, Class Discussions
Class Participation, Reflection Journals, Exam
Variety of counseling issues that have particular relevance to LGBT clients.
Readings, Experiential Activities, Class Discussions
Class Participation, Reflection Journals, Exam
Access to local and national resources available to assist in work with LGBT clients.
Readings, Experiential Activities, Class Discussions
Class Participation, Reflection Journals, Exam
Course Requirements and Resources
Methods of Involvement & Examination
Methods of Instruction
Classes will consist of didactic and experiential elements, including lectures, large and small group discussions, modeling, structured role-plays and simulations, live or video demonstrations, and student presentations in class and on CelticOnline/Schoolology. Primary methods include lecture/discussion, readings, and a variety of experiential exercises. Students will immurse themselves into the LGBTQ Cul.
SPOTLIGHT ON STRATEGY FOR TURBULENT TIMESSpotlight ARTWORK.docxsusanschei
SPOTLIGHT ON STRATEGY FOR TURBULENT TIMES
Spotlight ARTWORK Tara DonovanUntitled, 2008, polyester film
HBR.ORG
What Is
the Theory
f ̂ Fiof
y
Firm?
Focus less on competitive advantage and more on growth
that creates value, by Todd Zenger
f asked to define strategy, most execu-
tives would probably come up with
something like this: Strategy involves
discovering and targeting attractive
markets and then crafting positions that
deliver sustained competitive advan-
tage in them. Companies achieve these
positions by configuring and arranging
resources and activities to provide either
unique value to customers or common
value at a uniquely low cost. This view of strategy as
position remains central in business school curricula
around the globe: Valuable positions, protected from
imitation and appropriation, provide sustained profit
streams.
Unfortunately, investors don't reward senior
managers for simply occupying and defending po-
sitions. Equity markets are full of companies with
powerful positions and sluggish stock prices. The
retail giant Walmart is a case in point. Few people
would dispute that it remains a remarkable firm. Its
early focus on building a regionally dense network
of stores in small towns delivered a strong positional
advantage. Complementary choices regarding ad-
vertising, pricing, and information technology all
continue to support its low-cost and flexibly mer-
chandised stores.
Despite this strong position and a successful stra-
tegic rollout, Walmart's equity price has seen little
growth for most of the past 12 or 13 years. That's be-
cause the ongoing rollout was anticipated long ago,
and investors seek evidence of newly discovered
value—value of compounding magnitude. Merely
sustaining prior financial returns, even if they are
outstanding, does not significantly increase share
price; tomorrow's positive surprises must be worth
more than yesterday's.
Not surprisingly, I consistently advise MBA stu-
dents that if they're confronted with a choice be-
tween leading a poorly run company and leading a
well-run one, they should choose the former. Imag-
ine assuming the reins of GE from Jack Welch in Sep-
tember 2001 with shareholders' having enjoyed a 40-
fold increase in value over the prior two decades. The
expectations baked into the share price of a company
like that are daunting, to say the least.
To make matters worse, attempts to grow often
undermine a company's current market position.
As Michael Porter, the leading proponent of strat-
egy as positioning, has argued, "Efforts to grow blur
June 2013 Harvard Business Review 73
SPOTLIGHT ON STRATEGY FOR TURBULENT TIMES
uniqueness, create compromises, reduce fit, and
ultimately undermine competitive advantage. In
fact, the growth imperative is hazardous to strategy."
Quite simply, the logic of this perspective not only
provides little guidance about how to sustain value
creation but also discourages growth that might in
einy way move a compeiny away from i.
Sport Ticket sales staff trainingChapter 4Sales .docxsusanschei
Sport Ticket sales staff training
Chapter 4
Sales Staff
Developed not born
Skill set of a seller
Different to skill set of a manager
Sales process
Develop lifelong relationship with purchaser
Best source of increasing business
Upselling
Referrals
Sales Department
Recruit
Train
Develop
Motivate
Retain
Recommendations
Balance in house and outsourced
Communication between sales manager and sales staff
Success celebrations
Gather feedback from sales staff
Recruiting/Hiring
Personality, creativity (intangibles)
Fit with organization
Dress for success (opportunity taken seriously)
Positive attitude
Welcoming personality
Poised/confident (not over confident)
Initiative (carry conversation)
Energy, enthusiasm, commitment
Sales positions
10-20 inside sales staff
Supervisor to staff ratio 1:8
Annual training
New employee training (1 week to 1 month)
Ideal structure
8-16 Part-time
2 ½ months than ready to replace nonperforming FT
6-8 full time season ticket dedicated
3-6 full time group sales dedicated
Self-training
One book per month, mentor, seminars, practice
Sales Culture
Desired outcomes
Effectiveness
Productivity
Stability
Long term growth
Created by the sales manager (leadership)
Orlando Magic three A’s
Action
Visible displays
Find needs, wants, desires of employees
Reward accomplishments
Attitude
Believe in sales staff
Atmosphere
Visible signs of success
gong
Retaining/Motivating
Database management
Lead distribution
Reporting
Evaluation
Satisfy need of employees first
Better able to meet customer needs
Achieve organizational goals
Four types of sales employees
Competitor
Rivalries, win contests
It’s All About me
Recognized as best
Achiever Team Builder
Recognition of achievements, group success
Empathetic Seller
Cultivate relationships, not volume producers
Sales Career
Exploration
Establishment
Maintenance
Disengagement
Employee rate feeling appreciated and informed as top want
Sport Consumer Incentivization
Chapter 3
Incentives
Depend on consumption motives
Items of perceived value that add to offer
Overcome indifference or resistance
Later stage of buying/communication process
Price based incentives
Discounting core product damaging
Contingency based
Consumer action (provide info, prior purchase, etc) prior to price reduction
Attract infrequent customers
8% increase in attendance (top 10, 2004)
“cherry pickers” – only attend with promotion
MLB
14% increase, 2% watering down effect, more is better, weekdays (vs. high attendance – max total entertainment value)
Incentives continued
Rule changes, star players (consumption incentive)
Place based incentives
26 fundamental motives for sport consumption
Primary motives
Achievement
Ordinary runners (sense of accomplishment)
Perfect attendance
Vicarious achievement (enhance self esteem through success of athlete)
Sponsors – increased sales volume, exposure
Craft
Developing or observing physical skill
Winning record – highest predictor of attendance/s.
SPOTLIGHT ARTWORK Do Ho Suh, Floor, 1997–2000, PVC figures, gl.docxsusanschei
SPOTLIGHT ARTWORK Do Ho Suh, Floor, 1997–2000, PVC figures, glass plates, phenolic sheets, polyurethane resin; modules 100 x 100 x 8 cm
Installation view at Lehmann Maupin Gallery, New York
Why We Love
to Hate HR
...and What HR
Can Do About It
by Peter Cappelli
SPOTLIGHT ON RETHINKING HUMAN RESOURCES
Peter Cappelli is a
professor of management
at the Wharton School and
the author of several books,
including Will College
Pay Off? A Guide to the
Most Important Financial
Decision You’ll Ever Make
(PublicAffairs, 2015).
HBR.ORG
July–August 2015 Harvard Business Review 55
These feelings aren’t new. They’ve erupted now
and in the past because we don’t like being told how
to behave—and no other group in organizational life,
not even finance, bosses us around as systematically
as HR does. We get defensive when we’re instructed
to change how we interact with people, especially
those who report to us, because that goes right to the
core of who we are. What’s more, HR makes us per-
form tasks we dislike, such as documenting problems
with employees. And it prevents us from doing what
we want, such as hiring someone we “just know” is
a good fit. Its directives affect every person in the
organization, right up to the top, every single day.
The complaints also have a cyclical quality—
they’re driven largely by the business context. Usu-
ally when companies are struggling with labor issues,
HR is seen as a valued leadership partner. When
things are going more smoothly all around, manag-
ers tend to think, “What’s HR doing for us, anyway?”
This doesn’t mean that HR is above reproach.
Quite the contrary: It has plenty of room to improve,
and this is a moment of enormous opportunity. Little
has been done in the past few decades to examine the
value of widely used practices that are central to how
companies operate. By separating the effective from
the worthless, HR leaders can secure huge payoffs for
their organizations. But it’s important to understand
HR’s tumultuous history with business leaders and
the economy before turning our attention to what the
function should be doing now and in the future.
The “Personnel” Pendulum
How top executives feel about HR pretty reliably re-
flects what’s going on in the U.S. economy. When the
economy is down and the labor market is slack, they
see HR as a nuisance. But sentiments change when
labor tightens up and HR practices become essential
to companies’ immediate success.
Think back to the Great Depression. People would
put up with nearly anything to stay employed. Line
managers complained that personnel departments
were getting in the way of better performance, which
they thought could be achieved with the “drive” sys-
tem: threatening workers and sometimes even hit-
ting them if they failed to measure up.
Similarly, business leaders didn’t put a lot of
stock in HR during the 2001 and 2008 recessions, be-
cause employees—keenly aware of how replaceable
th.
Sponsorship Works 2018 8PROJECT DETAILSSponsorship tit.docxsusanschei
Sponsorship Works 2018 8
PROJECT DETAILS
Sponsorship title:
Audi Cup
Duration of sponsorship:
2009-present
Case study entered by:
Audi AG
Sponsor’s industry sector:
Automotive
Rights-holder:
Audi AG (Ownership Platform)
Agency:
brands and emotions GmbH
– Lead Agency, Audi Cup
Other organisations involved in the
planning, activation or evaluation:
FC Bayern Munich;
Several service providers (including event
agency, TV commercialisation,
TV production, etc.).
Campaign summary
Launched in 2009, the year of Audi’s 100th anniversary,
the Audi Cup is a pre-seasonal worldwide football
tournament. Leading teams including FC Barcelona,
Real Madrid and Manchester United meet in Munich
for the biennial Audi Cup during the summer break in
football.
The event is an owned and mainly refinanced
platform by Audi with a strong international media
presence, achieving around 2.5 billion consumer
contacts across television and online media at each
tournament in around 200 countries. With cutting-edge
technologies as an integral part of its staging and
coverage, the event provides a global opportunity to
highlight Audi’s “Vorsprung durch Technik” values.
Planning
Business needs
The Audi Cup provides an ideal platform to present
a strong, resonating connection between top-level
international football and the brand’s “Vorsprung
durch Technik” positioning. Audi has been involved in
international football for over 14 years and the launch
of the Audi Cup in 2009 established a new benchmark
in proprietary sports marketing, creating a whole new
way for Audi to implement its own rights in a highly
controlled and targeted manner.
Taking a “high-tech” approach to the world of
football broadcasting and marketing, the Audi Cup
meets the clear business need for Audi to demonstrate
Audi and the Audi Cup
A u d i a n d t h e A u d i C u p
Sponsorship Works 2018 9
A u d i a n d t h e A u d i C u p
and underpin its core brand proposition as a highly
innovative, technologically advanced automotive
company.
The development and implementation of tools
including the first ever implementation of digital overlay
of led boards in live broadcasting and the first ever live
holographic press conference in sport, a dedicated
chatbot and Alexa Skill and the Audi Player Index, not
only underline Audi’s status as a “high-tech” brand but
genuinely enhance enjoyment of the tournament for
fans, building a truly relevant connection.
Sponsorship selection
Audi’s long association with football, with its focus on
high-profile, global clubs, saw the brand develop from
a classic sponsor to an owner and organiser of various
leading platforms in its own right – the Audi Cup, Audi
Summer Tour and Audi Football Summit. With these
properties and its year-round association with the
game, Audi set itself the goal of elevating its successful
sponsorships into full ownership; Audi shifted from a
host or a marque associated with the.
SPM 4723 Annotated Bibliography You second major proje.docxsusanschei
SPM 4723
Annotated Bibliography
You second major project for the course will be an annotated bibliography. Instead of writing a
paper, an annotated bibliography requires you to research a particular legal topic or question, of
your choosing, in sports and find academic and law review articles that address that topic. You
will develop a question about a legal topic in sports and find seven law review articles to
summarize. Each article summary should be 300-350 words in length and should both explain
the contents of the article and its relevance to your question or topic. The summaries should be
written in your own words. You are required to select law review articles using LexisNexis. The
format for the annotated bibliography is explained below.
Please put your topic as the title for your paper. Next, each annotation should begin with the
APA citation for the article in bold print (do not include web links), followed by a summary of
the article (300-350 words) explaining how it addresses your question. The complete annotated
bibliography should be double-spaced, 12pt Times New Roman font with one-inch margins. You
will be submitting it through Turnitin via Canvas, do not include your name, course number,
date or UFID on your annotated bibliography (similar to the case briefs). You should start each
annotation on a separate page, and please remember to begin each annotation with the APA
citation for the article as instructed above. This assignment is due on Wednesday, April 22nd.
1.Which of the following is not a key component of the conceptual framework of accounting?
Select one:
a. internal users
b. the objective of financial reporting
c. cost constraint on useful financial reporting
d. elements of the financial statements
2.The balance sheet and income statement for Joe's Fish Hut are presented below:
Joe's Fish Hut
Balance Sheet
As at December 31
2016
2015
ASSETS
Current Assets
Cash
$180,623
$60,300
Accounts receivable
$18,900
$14,200
Inventory
$23,600
$25,300
Total Current Assets
$223,123
$99,800
Property, plant & equipment
$129,000
$184,000
Less: Accumulated depreciation
$-26,900
$-21,600
TOTAL ASSETS
$325,223
$262,200
LIABILITIES AND EQUITY
Liabilities
Current Liabilities
Accounts payable
$28,000
$41,800
Current portion of bank loan
$9,500
$9,500
Total Current Liabilities
$37,500
$51,300
Non-current portion of bank loan
$71,000
$42,000
TOTAL LIABILITIES
$108,500
$93,300
Shareholders' Equity
Common shares
$80,000
$54,400
Retained earnings
$136,723
$114,500
TOTAL SHAREHOLDERS' EQUITY
$216,723
$168,900
TOTAL LIABILITIES AND EQUITY
$325,223
$262,200
Joe's Fish Hut
Income Statement
For the Year Ended December 31, 2016
Sales
$137,000
COGS
$83,200
Gross Profit
$53,800
Operating Expenses
Insurance Expense
$1,600
Rent Expense
$5,380
Salaries Expense
$5,150
Telephone Expense
$840
Interest Expense
$1,340
Depreciation Expense
$5,300
Total Operating Expenses
$19,610
Operating Profit Before .
Speech Environment and Recording Requirements• You must have a.docxsusanschei
Speech Environment and Recording Requirements
• You must have an audience of at least 5 adults 18 years or older for all speeches. The audience must be live and in person, that is, physically present. Virtual attendance is not permitted. Your video recording must show the 5 individuals sitting as ENGAGED audience members. The audience should be visible before, during, and after the speech and you should be facing your audience. The camera should be placed behind your audience.
• You are required to record and post all 3 speeches in order to earn a passing grade in this course.
• The video must be of a high enough quality that the instructor is able to see your full facial expressions and gestures. Your instructor will need to be able to hear your voice very clearly. You risk a failing grade if your instructor is not able to discern facial expressions or subtle changes of vocal intonation on the recording.
• Be sure to record your presentation from head to toe. Your instructor needs to be able to see your posture and other elements.
• Be certain to record your video in landscape (wide), not portrait (tall).
• You may not stop the recording and re-record a section of your speech. What you
submit must be a complete presentation from start to finish with NO EDITING. You could record your speech a few times and then pick the best presentation to send. Just make sure you only submit one copy of your best speech.
• You will upload your speech following the YouTube directions and proper privacy guidelines. Speech capture directions and instructions are in Module 1 of the Blackboard online classroom.
• Be certain to provide a video link to your speech that is available for your instructor and college administrators to view without requiring passwords or special permissions. Submitting a link that does not immediately provide this access results in a failing grade for your speech and could result in a failing grade for the course. You cannot use Google Hangouts or other mediated communication in place of a live audience. Your live audience must be physically present at the location you deliver your speech.
• Any attempt to circumvent live speech audience requirements perceived by your instructor as deceptive, dishonest or otherwise disingenuous results in a zero for your speech with no opportunity to make it up and may result in a failing grade in the course and referral to the appropriate FSCJ administrative official for academic dishonesty.
• The video link (URL) you provide for your speech must remain posted, active and viewable until 14 calendar days following the official scheduled end of the semester, according to the official FSCJ academic calendar. Removing your speech from the URL or link you provide automatically reverts any score you have to a zero and will result in a failing grade for the course.
• Attempts to work around presenting in front of a live audience are considered academic dishonesty.
• Posting your speech on a screen or readin.
Sped4 Interview 2.10.17 Audio.m4aJodee [000008] And we are .docxsusanschei
Sped4 Interview 2.10.17 Audio.m4a
Jodee: [00:00:08] And we are looking at the collaborative process between secondary special ed teachers and transitioning and transition specialists when transitioning students with autism spectrum disorder or other disabilities from secondary to higher. OK so the first question is is describe the condition process as you understand it from the guidelines of the secondary transition plan.
Sped4: [00:00:52] OK. So first thing is a series of assessments that are appropriate for assessing it can include you know obviously interviewing the teacher not not the teacher the student and then sometimes parents are involved in that process. Then there's other batteries of tests. Things like the couter doing AZCIS things other interests inventories and things of that nature to get that. Looking at transcripts students grades grade reports in those things and taking those all that data and that assessment information and looking at that.That's my understanding and interpretation and kind of what I do.
Jodee: [00:01:46] So you know it's the responsibility of the secondary teacher special ed teacher as the case manager to interview the students. And you know one of the big pieces that we look at is the age appropriate goals. You know if you've got a student who is who is autistic academically They're very bright. They can do the work but they have absolutely zero social skills. And they want you maybe studied to be. They want to go into broadcast journalism or something along those lines. So it's like having you determined you know is it like a collaborative effort. You determine and work with the other person you know because sometimes you have to be that person and say yes might not be the best fit for you. How does that kind of playing into things.
Sped4: [00:02:51] I don't know like I don't mind doing that or being the one.
Sped4: [00:02:58] I haven't run into that exact situation but I have other situations where students wanted to go straight to university from high school and just had these visions of grandeur. But their GPA would not allow for that or they had other deficiencies and things of that nature. And so it's just it's sometimes it's like literally printing out the requirement and showing them just saying you know these aren't going to work. It's not a possibility. However it doesn't mean that you can't go on to higher education. And just providing them alternative routes like one if there is enough time if there for example is there a sophomore or a junior. You know we look at like Well is there enough time to get rid of these deficiencies. Can you take some of these courses. Can you do that to get your GPA up to get rid of the deficiencies et cetera. Is that feasible. Is that feasible with money or mom is mom and dad going to pay for that you know. And is there enough time or looking. OK well if that's not an option then community college is not necessarily a bad thing to do it right. When did yo.
Sped Focus Group.m4aJodee [000001] This is a focus group wi.docxsusanschei
Sped Focus Group.m4a
Jodee: [00:00:01] This is a focus group with the secondary special education teachers. So anybody feel free to chime in and we just talked about the secondary transition plan and theoretical principles of Situation and support. So the first question is How does political correctness influence transition process. So think about some of the terminology that's changed. For example we don't refer to kids with cognitive impairment as being mentally retarded. So how does that PC influence the transition process. And anybody can feel free to speak up if they would like.
TS5: [00:00:49] Well I guess I'll start because I'm probably the least politically correct person around. I think you make an example of the fact of you know you know with. What you can and cannot say Well not everybody is up to date on the current lingo and everybody apparently might may be in denial about where their child is at cognitively when using certain terms they may expect more from their or their child than they're actually capable because we're not using terms of people understand or that people use. Obviously I'm not talking about in a hurtful way but you know I mean I have a student now that he's I guess they went out of their way to label him. You know he has a label of autism. But I keep telling these people on my autism is not his problem his cognitive is his problem as long as that IEP keeps talking about autism then that seems to be the direction of where they want to go with the services. And and I keep saying that autism is not the problem. So that's just my 2 cents on.
Jodee: [00:02:12] How has that worked so far just to kind of pair off your response on that TS5 how has it like you're able to see that it's not the Autism that's a problem. How do you stear that to the correct path and have deal with this and what the kid is capable of doing regarding transition.
Sped5: [00:02:34] Well I was fortunate in this area where I think it was an issue of the mom was in denial that it wasn't all the other teachers were like no. This is what this is what he needs. You know because of the IEP I'm trying to get him. You know support all the time and it's just a matter of when they look at the IEP and says why is it that it will be this and this and I'm like I didn't write the IEPP I didn't put down autism. I'll just tell you what I see now what I have and that's what it is. And so it wasn't until at an an IEP meeting that the other teachers who see them every day too are like no this is where he's at. He needs the support he needs this because of x y z. So you know that's just for example.
Jodee: [00:03:25] Okay TS7 I'm going to kind of put you on the spot on for a minute when we talked a couple of days ago about that one student what were some of the things that you might have encountered in working with the parents on regarding transitioning him. And you know just to give a bit with a bit of background history it was a young man diagnosed with.
Specialized Terms 20.0 Definitions and examples of specialized.docxsusanschei
Specialized Terms
20.0
Definitions and examples of specialized terms for adaptive behavior assessments including content and statistical terms are proficient.
Limitations of Standardized Assessments
20.0
Substantial explanation of at least two limitations of standardized assessments is provided.
Consultative Role of Special Education Teacher
20.0
The description of consultative role of the special education teacher in helping parents/ guardians understand the process of assessments and terminology is expertly addressed.
Aesthetic Quality
5.0
Design is pleasing. Skillful handling of color, text and visuals creates a distinctive and effective presentation. Overall, effective and functional audio, text, or visuals are evident.
Mechanics of Writing (includes spelling, punctuation, grammar, and language use)
5.0
Submission is virtually free of mechanical errors.
Organization
5.0
The content is well-organized and logical. There is a sequential progression of ideas that relate to each other. The content is presented as a cohesive unit and provides the audience with a clear sense of the main idea.
Documentation of Sources (citations, footnotes, references, bibliography, etc., as appropriate to assignment and style)
5.0
Sources are documented completely and correctly, as appropriate to assignment and style, and format is free of error.
Total Percentage
100
.
Special notes Media and the media are plural and take plural verb.docxsusanschei
Special notes: Media and the media are plural and take plural verbs. The use of personal pronouns "we" and "you" are unacceptable in academic writing except when otherwise indicated. The use of the first person "I" is not called for in this assignment.
Write a 700- to 1,050-word paper in which you answer the following questions:
· What were the major developments in the evolution of mass media during the last 120 years or so? Discuss at least five forms of major mass media in order of development. Choose from movies, recorded music, radio, television, video games, internet streaming, and social media. Newspapers may be included but only those developments in the last 120 years or so. We are not requesting the history of mass media, mass media developments before 1900, and identification of communications devices that are person to person and not mass media such as the telegraph and telephone.
· What innovations did each provide to consumers (what was new about them)? How did each medium change the lives and behavior of people after its introduction?
· What is meant by the term media convergence, and how has it affected everyday life?
· Conclude with a reflection on why media literacy is important for responsible media consumption today.
Format your essay according to appropriate course-level APA guidelines. Spelling and grammar check your work.
Note: your first paper will be annotated with regard to formatting, spelling, grammar, and usage, for which you will not be penalized, but you are responsible for applying these notes to subsequent assignments.
.
SPECIAL ISSUE ON POLITICAL VIOLENCEResearch on Social Move.docxsusanschei
SPECIAL ISSUE ON POLITICAL VIOLENCE
Research on Social Movements and Political Violence
Donatella della Porta
Published online: 15 July 2008
# Springer Science + Business Media, LLC 2008
Abstract Attention to extreme forms of political violence in the social sciences has been
episodic, and studies of different forms of political violence have followed different
approaches, with “breakdown” theories mostly used for the analysis of right-wing radicalism,
social movement theories sometimes adapted to research on left-wing radical groups, and
area study specialists focusing on ethnic and religious forms. Some of the studies on extreme
forms of political violence that have emerged within the social movement tradition have
nevertheless been able to trace processes of conflict escalation through the detailed exam-
ination of historical cases. This article assesses some of the knowledge acquired in previous
research approaching issues of political violence from the social movement perspective, as
well as the challenges coming from new waves of debate on terrorist and counterterrorist
action and discourses. In doing this, the article reviews contributions coming from research
looking at violence as escalation of action repertoires within protest cycles; political
opportunity and the state in escalation processes; resource mobilization and violent
organizations; narratives of violence; and militant constructions of external reality.
Keywords Political violence . Social movements
Attention to extreme forms of political violence in the social sciences has been episodic, with
some peaks in periods of high visibility of terrorist attacks, but little accumulation of results.
There are several reasons for this. First, some of the research has been considered to be more
oriented towards developing antiterrorist policies than to a social science understanding of the
phenomenon. In fact, “many who have written about terrorism have been directly or indirectly
involved in the business of counterterrorism, and their vision has been narrowed and distorted
by the search for effective responses to terrorism…. [S]ocial movement scholars, with very few
exceptions, have said little about terrorism” (Goodwin 2004, p. 259). Second, studies of
different forms of political violence have followed different approaches, with “breakdown”
theories mostly used for the analysis of right-wing radicalism, social movement theories
sometimes adapted to research on left-wing radical groups, and area study specialists focusing
on ethnic and religious forms. Third, and most fundamentally, there has been a tendency to reify
Qual Sociol (2008) 31:221–230
DOI 10.1007/s11133-008-9109-x
D. della Porta (*)
Department of Political and Social Sciences, European University Institute,
Badia Fiesolana, Via dei Roccettini 9, 50016 San Domenico di Fiesole Firenze, Italy
e-mail: [email protected]
definitions of terrorism on the basis of political actors’ decisions to use violence (Tilly 200.
SPECIAL ISSUE CRITICAL REALISM IN IS RESEARCHCRITICAL RE.docxsusanschei
This document provides an introduction to critical realism as a philosophy and framework for information systems research. It discusses the key concepts of critical realism such as the ontological view that an objective reality exists independently of our knowledge, and the stratified view of reality consisting of the real, actual, and empirical domains. Critical realism supports methodological pluralism using a variety of quantitative and qualitative methods to study different types of objects. The document also discusses how critical realism has been applied in social science research, focusing on the work of Margaret Archer and Tony Lawson in developing critical realist approaches within their fields.
This document provides an overview of wound healing, its functions, stages, mechanisms, factors affecting it, and complications.
A wound is a break in the integrity of the skin or tissues, which may be associated with disruption of the structure and function.
Healing is the body’s response to injury in an attempt to restore normal structure and functions.
Healing can occur in two ways: Regeneration and Repair
There are 4 phases of wound healing: hemostasis, inflammation, proliferation, and remodeling. This document also describes the mechanism of wound healing. Factors that affect healing include infection, uncontrolled diabetes, poor nutrition, age, anemia, the presence of foreign bodies, etc.
Complications of wound healing like infection, hyperpigmentation of scar, contractures, and keloid formation.
Walmart Business+ and Spark Good for Nonprofits.pdfTechSoup
"Learn about all the ways Walmart supports nonprofit organizations.
You will hear from Liz Willett, the Head of Nonprofits, and hear about what Walmart is doing to help nonprofits, including Walmart Business and Spark Good. Walmart Business+ is a new offer for nonprofits that offers discounts and also streamlines nonprofits order and expense tracking, saving time and money.
The webinar may also give some examples on how nonprofits can best leverage Walmart Business+.
The event will cover the following::
Walmart Business + (https://business.walmart.com/plus) is a new shopping experience for nonprofits, schools, and local business customers that connects an exclusive online shopping experience to stores. Benefits include free delivery and shipping, a 'Spend Analytics” feature, special discounts, deals and tax-exempt shopping.
Special TechSoup offer for a free 180 days membership, and up to $150 in discounts on eligible orders.
Spark Good (walmart.com/sparkgood) is a charitable platform that enables nonprofits to receive donations directly from customers and associates.
Answers about how you can do more with Walmart!"
LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UPRAHUL
This Dissertation explores the particular circumstances of Mirzapur, a region located in the
core of India. Mirzapur, with its varied terrains and abundant biodiversity, offers an optimal
environment for investigating the changes in vegetation cover dynamics. Our study utilizes
advanced technologies such as GIS (Geographic Information Systems) and Remote sensing to
analyze the transformations that have taken place over the course of a decade.
The complex relationship between human activities and the environment has been the focus
of extensive research and worry. As the global community grapples with swift urbanization,
population expansion, and economic progress, the effects on natural ecosystems are becoming
more evident. A crucial element of this impact is the alteration of vegetation cover, which plays a
significant role in maintaining the ecological equilibrium of our planet.Land serves as the foundation for all human activities and provides the necessary materials for
these activities. As the most crucial natural resource, its utilization by humans results in different
'Land uses,' which are determined by both human activities and the physical characteristics of the
land.
The utilization of land is impacted by human needs and environmental factors. In countries
like India, rapid population growth and the emphasis on extensive resource exploitation can lead
to significant land degradation, adversely affecting the region's land cover.
Therefore, human intervention has significantly influenced land use patterns over many
centuries, evolving its structure over time and space. In the present era, these changes have
accelerated due to factors such as agriculture and urbanization. Information regarding land use and
cover is essential for various planning and management tasks related to the Earth's surface,
providing crucial environmental data for scientific, resource management, policy purposes, and
diverse human activities.
Accurate understanding of land use and cover is imperative for the development planning
of any area. Consequently, a wide range of professionals, including earth system scientists, land
and water managers, and urban planners, are interested in obtaining data on land use and cover
changes, conversion trends, and other related patterns. The spatial dimensions of land use and
cover support policymakers and scientists in making well-informed decisions, as alterations in
these patterns indicate shifts in economic and social conditions. Monitoring such changes with the
help of Advanced technologies like Remote Sensing and Geographic Information Systems is
crucial for coordinated efforts across different administrative levels. Advanced technologies like
Remote Sensing and Geographic Information Systems
9
Changes in vegetation cover refer to variations in the distribution, composition, and overall
structure of plant communities across different temporal and spatial scales. These changes can
occur natural.
Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
Level 3 NCEA - NZ: A Nation In the Making 1872 - 1900 SML.pptHenry Hollis
The History of NZ 1870-1900.
Making of a Nation.
From the NZ Wars to Liberals,
Richard Seddon, George Grey,
Social Laboratory, New Zealand,
Confiscations, Kotahitanga, Kingitanga, Parliament, Suffrage, Repudiation, Economic Change, Agriculture, Gold Mining, Timber, Flax, Sheep, Dairying,
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptxEduSkills OECD
Iván Bornacelly, Policy Analyst at the OECD Centre for Skills, OECD, presents at the webinar 'Tackling job market gaps with a skills-first approach' on 12 June 2024
A Visual Guide to 1 Samuel | A Tale of Two HeartsSteve Thomason
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Running head CORPORATE IT .docx
1. Running head: CORPORATE IT
1
PROJECT PLAN
5
CUSTOMER SERVICE: PROJECT PLANAbstract
The study sought to identify some of the challenges that may
accrue to corporate IT because of a poor customer care service
offered to the clients, as well as indicating the role of good
customer care service in improving the sales and talking to
managers working in corporate IT sector to identify their views
on this subject matter. The reason for the study was to achieve a
far reaching comprehension of the components corporate IT
impact in the organizations that are spoken to by their relations
with their suppliers, merchants, merchants and clients on the
gauges that are identified with client benefit as respects the
nature of administration. The study depended on an
extrapolation and a finding of the present circumstance of
corporate IT, an examination of its responsiveness to
prerequisites of its encompassing surroundings, and elevating
the viability by which the administration reacts to various
difficulties, particularly in enhancing the business
administration and client benefit.
Table of Contents
2Abstract
Research Problem
4
Hypothesis
4
2. Background
4
Objectives
5
Methods
6
Data and Execution
7
Results and discussions
8
Trend of reduced customer satisfaction
8
Communication system
8
Products flow
9
Managing the internal operations effectively
9
Effectiveness of the research
10
Conclusion
11
Research Problem
Since there is a considerable measure of establishments and
authoritative ideas that have developed in corporate IT in the
course of the last couple of decades, the shape and nature of
association with suppliers and customers in equivalent measure
has changed towards more collaboration for an arrangement of a
sound client benefit relationship between the gatherings
included. With an end goal to diminishing the costs included,
the principle look into question was figured. What is the impact
of a fruitful corporate IT in enhancing client benefit (Shoghari,
2016).
Hypothesis
3. There is no statistically significant effect that lies between
corporate IT variables on customer service; this is the first
significant hypothesis that the study intends to test. The factors
incorporate its association with suppliers, association with
merchants and wholesalers. The second theory is; there is no
measurably critical contrast between the normal reactions of
those questioned about the effect of corporate IT on client
benefit because of individual factors like sexual orientation age,
training and years of administration or capability. For this
study, we will base the project on the first hypothesis as
mentioned above.
Background
A corporation’s expertise contributes a pivotal role in the
correct identification of a superiority client. The scenario where
someone else tells a company about how the customer behaves
cannot apply and should not be expected, when such a situation
occurs it does not necessarily mean the death of the particular
institution or company by reason of lack of experience. In
situations where customer service is lacking the company deal
with it through developing skills to get involved in various
types of clients and through technical training (Customer care,
2014)
The achievement in managing the customers will require a few
exercises like Identifying customer, concentrate every customer
identity independently, managing prominent customers in a few
classifications, and confronting troubles in comprehension the
customer's identity. A sharp take a gander at the points of view
recorded, it will be basic to express that a client relationship
administration framework is vital for an association (Shoghari,
2016). CRM framework comprised of the recorded view and
investigation of all the gained clients and potential clients; it
4. also contained every client's points of interest making it simple
to track a client and decide a client's gainfulness. The third
element about great client relations is that clients can be
assembled into as indicated by the diverse angles like their kind
of business and their physical area.
Objectives
In corporate IT, a company’s management of how customer
service is offered and effected to the different parties that
interact with the company requires that the availability of set
objectives to be involved so as to see the completion of the
company’s functions. The significance of this viewpoint to the
organization is to amplify the estimation of the items and
administrations, which are accessible from the point of view of
each planned and would-be client. The objectives of corporate
IT to customer service should be based on maximizing value of
the company to the customer’s perspective through activities
such as:
i. Identification of the needs and desires of the customers,
factors which influencing these needs and the reasons behind
each customer’s preference to strategize on how they can
convince them and guarantee the consumers the full
satisfaction.
ii. Develop a manageable communication system which will aid
communication network flow from a corporate bodies to the
customers..
iii. Plan for the managing of flow of goods and services from
the customers, such elements may include, returning of damaged
products. In the same capacity corporate IT should ensure that
transfer of goods from the company to the customers has been
reduced to a minimum.
The second objective of corporate IT towards customer service
5. is how it will manage its internal operations effectively so that
it ensures that there is a smooth integration of all parties in the
supply chain of the company, the following activities should be
considered.
i. Setting in place schemes to control its entire stock that has
capacity to suit the alignment among customer orders and the
production rate in the business.
ii. The corporation should be yearning to offer very controllable
systems, which permit for changes in the customers system
management.
iii. Corporate IT should put in place policies that seek to alter
the corporation’s assessment towards employees in the
company’s resource chain management, the main purpose here
is to change from a company that only deals with the provision
of production supplies, to partners capability of renewing price
of the firm’s resources and services.
iv. Confirm the organization's dedication in connecting with
clients and suppliers in creating existing items, or new items for
accommodation to the pertinent markets.
Methods
The researcher was conducted on a practical side a set of
scientific steps that are aimed at achieving the objectives of the
research as set, the purpose is to responses, which are elevated
and establish the hypothesis. The study began by amassing
information through the distribution of questionnaires on the
targeted population or market; this should target companies that
have adopted or using IT in their departments (Shoghari, 2016).
The whole process of data collection took two months, this is
6. since the researcher went over and checked every questionnaire
personally and answer to the interviewees questions.
Questionnaires that did not meet the scientific conditions as set
by the researcher were excluded from the study; the motivation
behind this is to ensure that precise and legal information.
The study sample consisted of workers that deployed in data
recovery and
Solution
s Company in the state of California, and their clients or
customers. 90 questionnaires were distributed, and amongst
this, 70 were answered correctly and the response rate was
recorded at 80.5%, only this qualified to be analyzed for the
research. After a keen examination and analysis of the
questionnaires and none of the questionnaires left was quitted
since they need unavoidable circumstances and therefore, the 70
questionnaires analyzed is what the research was based on.
Data and Execution
In the first hypothesis that the research tested, there were zero
traces of a connection, which was inconstant with suppliers on
customer, care service. In order to verify the hypothesis used to
study the result of the association present between contractors
on customer care service. At the point when the information has
7. been keyed and the test directed to concoct the outcomes the
thought is that; when the potential estimation of the variable
relationship tried is equivalent to 0.0, the association with the
suppliers is a compelling variable on client benefit (Shoghari,
2016). The translation that can be determined once such a
relationship has been found to exist is that the effect of
association with suppliers on client administration to the
significance of the coherence of the relationship depends on
trust and responsibility. At the point when great client
administration is given center, the organization can obtain data
from suppliers about the market circumstance, conditions that
are accessible for offer, request and the value patterns for
utilization. Great client administration depends on information
of the customers and client's needs and desires at the onset of
the principal engagement and a comprehension and addressing
of the requirements and desires at the earliest opportunity
through a sound association with the suppliers.
Results and discussions
Trend of reduced customer satisfaction
On carrying out the study, it was evident that the customers
were not satisfied with the services that were offered in the
organization. The problem in satisfaction came from the fact
that the organization did not prioritize on the needs as well as
the desires of the customers during their service provision. As a
8. way of solving this issue, the research found out that carrying
appropriate customer survey to identify their preferences was
necessary. The surveys could be done through online platforms
like Facebook, company website and by mailing all the
organizations customers. Through this, the preferences of
different customers will be noted and appropriate services based
on the results given by the customers.
Communication system
The instruments that were used for communication in the
organization were found to be ineffective and this lead to a lot
of insufficiencies in the way that information tricked down from
the management of the organization to the customers served.
Additionally, the customer online portal was also found to be
slow and this led to a lot of insufficiencies’ in the way that
customers communicated with the management. The result of
this was slowed response from the customers and a delayed
feedback from the management to the customers. To improve on
the company’s communication, it would be effective if the
company could employ the best strategies in the market and
improve the flow of information from its customers to the
management. Improving the control could be done by creating
chatrooms that will provide room for the customers to pass on
their issues with the management. Through the chatrooms, the
organization will be in a position to get the best strategies that
9. could solve the issues identified by the customers from their
interactions.
Products flow
The process of taking back damaged goods from the customers
as well as making claims for late deliveries was also found to be
highly ineffective in the organization. The plan that was
adopted was not effective enough to handle all the products that
the organization handled and this meant that the organization
needed to develop effective strategies to upgrade the way that
goods were handled in the organization. To improve on the way
that the customers take back the damaged products, it will be
proper for the organization to a round the clock response team
that will handle such cases. This team is supposed to act
immediately and address any issues that might be raised by the
served clients. By doing this, the response time will be
significantly reduced and the results will be positive to both the
organization and the customers served. Again, reducing the
clients served by the organization could solve this problem.
Managing the internal operations effectively
There are a number of practices that could be developed to
improve the way that the internal operations of the organization
are carried. In this, the best way will be incorporating IT in the
whole process of managing the flow of internal operations in
10. the organization that could be effectively done through the
following. The organization could come up with effective
control schemes that will take chare of the organizations stock
thus making sure that no shortages are recorded. This strategy
will solve the issue of stock shortages and solve the problem
that is brought about by inappropriate recording that has been
evident in the organization. Labor costs will also be highly
reduced by embracing IT in the organization. Human error will
be highly decreased when the organization embraces IT in most
of its operations and the result will be increased efficiency in
the organization.
To perfectly diffuse the changes evident in the customers served
by the organization, getting in place different controllable
system will be the most effective thing that could be offered by
IT to take care of this problem. Additionally, coming up with
appropriate policies that will wit no doubt influence different
departments of the organization will be effective in offering
solutions to most of the problems experienced in the
organization. Finally, it was found that, it would be effective
for the organization to create a communication network that
would improve the relationship between the customers and the
management and be in a position to discuss issues that affect
their operations.
Effectiveness of the research
11. The results of this research are important, as they will guide the
organization from its current state towards achieving a better
state by providing solutions to most of the issues that have been
affecting the organization. Through the research, the value of IT
applications in organizations will be identified and how
significant it may be to the organization also discussed. To get
better results from the study, it would have been good to
include a section that will discuss the extent of effectiveness of
IT application to different issues in the organization. Generally,
the research was detailed and it offered conclusive results based
on the available information.
Conclusion
A successful management of supply chain in a company in terms
the relationship between its elements will lead to an increased
market share, for example profits. There is need for the
complete integration of all its operations will achieve very
remarkable and intense enhancements in the inclusive
performance procedures like price cost, value and the speed
care of service. The mechanism that is obtained by this
successful integration is what leads to an increased market
share.
12. Reference
Information Technology Industry Problem Solving (n.d)..
Retrieved from:
http://www.kepner-tregoe.com/problem-
solving/industries/information-
technology/
How to Write a Research Plan (n.d.). Retrieved from:
http://www.uta.fi/cmt/en/doctoralstudies/apply/Tutkimussuunnit
elmaohjeet_EN[1].pdf
Shoghari, R. Abdalla, K. (2016). The Impact of Supply Chain
Management on Customer
Service
(A Case Study of Lebanon) Retrieved from:
http://article.sapub.org/10.5923.j.mm.20160602.03.html
THE CIO I N S I G H T RESEARCH STUDY
Information Governance's
Big Payback
13. Thinking about information governance? Think about
"information resourcemanagement," too. This term, long used in
the public sector to describe the
IT function, gets to the heart of an often overlooked insight:
Information is a re-
source to be managed for maximum value, be it for the business,
or public, good.
Unfortunately, according to this
month's CIO Insight study on informa-
tion governance, corporate America's in-
formation resources need much better
management. Users are skeptical about
the quality and rehability of their com-
pany's data, and frequently complain
that they aren't getting the information
they need. It appears that most customer
information simply gathers moss.
How much better off would compa-
nies be if they could manage this infor-
mation more effectively? That's where
information governance comes in, and
14. makes the old concept of information re-
source management real. Only one in
three respondents' companies has an
effective information governance pro-
cess, but according to our results, compa-
nies that are effective fare much better
at using information for business advan-
tage, improving business processes, and
boosting productivity and profitability.
CIOs don't have all the answers yet
on the mechanics of how information
governance should work, but it's clear
say their company is highly effective at processing and using
information for business advantage.
say their business users complain they are not receiving the
information they need.
28%
say the quality, usability and accessibility of their internal
structured data is excellent.
of companies have an information governance process.
15. good information governance brings
bottom-line benefits: Fifty-nine percent
of companies with an information
goverrance process say they are very
effective at using financial information
to improve profitability, compared with
42 percent of firms that lack governance
processes. With a payback like that,
companies can't afford to overlook infor-
mation governance. —Allan Alter
FINDING
Just two-thirds of executives say creating and using information
is one of their company's
strengths. Given how deeply companies havecometodependon
their information systems,
that percentage seems low. Clearly, iT executives feel there is
room for improvement; they rated making better
use of information among their top business priorities in our
April "CIO Role" survey But where are they lagging?
16. 1.1 My company is highly effective at processing,
understanding and using the information ^'^°^
we collect for business advantage.
less than $ioo million Sioo - $999 million ($1 billion or more
Agree
Disagree
53% of financial
firms 5ay
they are very
effective.
48% of manu-
facturers say
they are very
effective.
1.2 My company is very good at using information to improve
business processes.
Agree
17. Disagree
total
63%
38
I less ttian Stoo million I $ ! • • - $999 miilion $1 biliion or
more
62%
38
57%
43
73% I
27 I
F I N D I N G
Howdocompaniesbenefit most from their information? By
18. cutting costs and improving
customer satisfaction. But harnessing information for growth
strategies such as cross-sell-
ing and improving profitability is much more difficult, as is
improving business processes, speeding uptime
to market and improving supply chains. There is much to gain
by tightening up information management.
2.1 The way my company collects and uses customer
information is very effective at
achieving the following results:
Improving customer satisfaction
Retaining more customers
Attracting new customers
Increasing customer profitability
Cross-selling products and services
total
19. 73%
52
46
43
My company is highly effective st processing, understanding
and
using the information we collect for business advantage,
agree 0 disagree
S0%[
2.2 The way my company collects and uses financial
information is very effective at
achieving the following results:
N-Z59
My company Is highly effective at processing, understanding
and
using the information me collect for business advantage.
21. 71%
69 C
57% I
57 I
57 C
52 C
49 C
40 [
16
21
2.3 The way my company collects and uses business process
information is very effective at
achieving the following results:
N-247
22. My company is very good at using information
to improve business processes.
Reducing the cost of doing business
Improving quality of products and services
Collaborating with customers and suppliers
Improving supply-chain performance
total
68%
62
51
I agree I disagree
Improving speed t o market 27
76% 1
23. 681
58 I
33 I
331
49% C
49 [
34 [
18
14
www.cioins)ght.CDm
FiNDING
Few companies excel across the board at producing and using
24. high-quality information.
Even respondents who claim to be "highly effective" at creating
and using information
have many areas of weakness—in particular, handling
unstructured data. Why? Users feel they don't have
access to the information they need, while executives worry
about the trustworthiness of the data and
what kinds of information actually has value for users. Simply
shoving more and more information into
the network isn't sufficient.
3.1 What percent of your company's data is structured? What
percent is unstructured? ^^^°'
Only 4 percent
of respondents
rated their data
excellent in all
four areas.
30. 50% of non-
computer
manufactur-
ers and 44%
of healthcare
organizations
agree.
3.6 At my company, it is clear who is responsible for the quality
of information obtained
from suppliers, customers and other outside sources.
My company is highly effective at processing, understanding
and
using the information we collect for business advantage.
I agree I disagree
Agree 31%
Disagree 45 33 69 C
N-299
www.ciomsight.com
31. Just 45% of
smaller com-
panies have an
information
governance pro-
cess, compared
to 68% of large
companies.
Respondents
claiming an
effective infor-
mation gover-
nance process
are far more
likely to say they
are adequately
covered.
FINDING
Oniy one in three companies has an effective information
governance process. Information
32. governance involves establishing rules and decision-making
rights for the creation, collec-
tion, analysis and use of information; it answers the question
"what information do we need, and who is
responsible for it?" But many companies lack an information
governance process, especially for external data,
and often the processes they do have aren't effective. Clearly,
there's a lot of work to be done in this area.
4.1 Does your company have an information governance
process? N.290
• My company is highly effective at processing, understanding
and
using the information we collect for business advantage.
total I agree # disagree
Yes 59% 40K
No 48 41C
33. 4.2 What kinds of data are covered by your company's
information governance process? N.147
I agree
- My company is highly effective at processing, understanding
and
using the information we collect for business advantage.
# disagree
Internal structured data
External structured data
Internal unstructured data
External unstructured data
99% 98% C 100% C
59
66
34. 36
63 L
69 C
381
4SL
58 [
32
4.3 My company's information governance process is highly
effective. N-141
- My company is highly effective at processing, understanding
and
using the information we collect for business advantage.
total • agree I disagree
Agree
35. Disagree
67% 78% I
33 22
37% I
63 C
4.4 How well are the following covered by your company's
information
governance processes?
N-HS
total
adequately covered inadequately covered # not covered
Information security and privacy
Information access and usage rights
Information architecture and structure
36. Information strategy (including its
alignment with business strategy)
Information storage and deletion policies
Information quality (i.e., accuracy,
completeness and timeliness of data)
83% C
81C
70
67
6S
63
16%
17
37. 24
30
30
6 1
3L
K I 341
How the survey was done: CIO Insight editors designed the
2006 Information Governance Survey together with Equation
Research, LLC
(www.equationresearch.com), an Estes Park, Colo.-based
supplier of custom research services. IT executives gathered
from Ziff Davis
Media publication lists were invited to participate in the study
by e-mail. The questions were posted on a password-protected
Web
site, and 325 qualified respondents (113 from companies with
revenues in calendar 2005 below Sioo million, 139 from
companies with
revenues between $100 million and $999 million, and 73 from
38. companies with revenues of Si billion or more) replied from
February 28
to March 19,2006. Of the respondents, 63% percent were ClOs
or CTOs, and the rest held titles of vice president, senior vice
president,
executive vice president, or global or managing director of IT.
www.cioinsight.com
Information governance is important in practice, not just in
theory. Across the board,
companies with an information governance process are more
effective at collecting
and processing information, providing higher-quality data, and
getting morevaluefrom their informa-
tion—often by large percentages. Yet even when such processes
are in place, many companies still have
a long way to go.
At companies
39. that do not
have a highly
effective infor-
mation gover-
nance process,
72% and 79%,
respectively,
say the quality
of their internal
and external
unstructured
data is fair or
poor.
5-1 How would you rate the quality, usability and accessibility
of the following kinds of
data at your company?
. ^ 1 , _ _ _ ^ ^ _ information governance
I 1 I ~ process is highly effective
fxcellent or good fair or poor excellent or good fair or poor
Internal structured data
40. External structured data
Internal unstructured data
External unstructured data
60
54
80
-—HI • 1
40
46
43
J t
5.2 The way my company collects and uses customer
information is very effective at
achieving the following results:
I Does your company have an information governance process?
44. Improving supply-chain performance 28 35 E
Improving speed to market 27 35 E
www.cioinsight.com
Weekly tasks or assignments (Individual or Group Projects) will
be due by Monday and late submissions will be assigned a late
penalty in accordance with the late penalty policy found in the
syllabus. NOTE: All submission posting times are based on
midnight Central Time.
Research has little value if there is no analysis of the results to
help formulate a solution to the original problem. The
information gathered must be examined and properly analyzed
to understand the results. This analysis must be appropriate for
the type of research performed, and an action plan should be
created based on the results of the analysis.
For this assignment, you will continue work on the project with
an analysis of the research results. You will use the results
(along with other relevant information) to formulate a solution
45. for the problem that you identified in Week 1. You will provide
justification for the proposed solution based on the research
results. You will also include a project plan for the proposed
solution with a time line, required resources, and estimated
cost. Finally, you will provide a cost–benefit analysis of the
proposed solution.
The project deliverables are the following:
· Update the Information Technology Problem Analysis
document title page with a new date and project name.
· Update the previously completed sections based on
your instructor's feedback.
· New Content: Project Execution
· Proposed