Audi Voice Training provides guidance on representing the Audi brand through digital and social media interactions by focusing on customer enthusiasm, developing an understanding of customer needs and styles, and practicing concise yet personalized responses that inspire positive impressions of Audi.
Job analysis and design are important processes for human resource management. Job analysis involves gathering information about job tasks and requirements. This information is used to create job descriptions that define duties and specifications. Job evaluation then compares different jobs to establish their relative values, which provides inputs for compensation design and other HR decisions. Proper job analysis, description, and evaluation are essential for recruitment, performance management, and organizational effectiveness.
Chapter 7 demand forecasting in a supply chainsajidsharif2022
1. Forecasting is essential for supply chain planning and involves forecasting demand using historical data and time-series methods.
2. The components of a demand forecast include the systematic components of level, trend, and seasonality as well as the random error.
3. Common time-series forecasting methods include moving averages, exponential smoothing, and Winter's method which accounts for trend and seasonality.
HUMAN RESOURCES, JOB DESING, AND WORK MEASUREMENTRamonLopez164
The document discusses human resource strategies for operations management. It covers topics like labor planning, job design, ergonomics, and work measurement tools. Specifically, it provides examples of how NASCAR racing teams use rigorous human resource strategies like specialized job roles and labor standards for their pit crews. It also outlines the objectives of human resource strategies and how to effectively design jobs through techniques like job specialization, expansion, and self-directed teams.
This document discusses aggregate planning and its role in supply chain management. It begins by defining aggregate planning as the process of determining optimal levels of production, capacity, inventory, and other factors over a 3-18 month time horizon. The document then provides learning objectives, outlines key information needed for aggregate planning like demand forecasts and cost data, and describes different aggregate planning strategies like chase, level, and time flexibility strategies. It concludes by presenting an example aggregate planning problem for a company called Red Tomato Tools using linear programming.
The document discusses factors to consider when designing distribution networks. It describes different distribution network design options including manufacturer storage with direct shipping, in-transit merging, and distributor storage with carrier or last-mile delivery. For each design, it evaluates the impact on costs, customer service, and key performance metrics like response time, product variety, and returnability. The document also includes figures illustrating how costs like inventory, transportation, and facilities are affected by the number of distribution centers.
This document discusses recruiting in labor markets and staffing organizations. It covers strategic approaches to recruiting, internal and external recruiting sources, using the internet for recruiting, and diversity considerations. The key points are:
- Recruiting aims to generate qualified job applicants while labor markets are the external supply pools companies draw from.
- Strategic recruiting requires understanding the business, industry, and labor market as well as promoting the company brand.
- Internal recruiting sources include job postings, promotions, transfers, and referrals while external sources include agencies, schools, unions, media, and competitors.
- The internet expanded recruiting through job boards, career sites, company websites, and e-recruiting methods. Diversity must be
The document discusses inventory management and the economic order quantity (EOQ) model. It explains that the EOQ model aims to minimize total inventory costs by balancing setup costs from ordering too frequently and holding costs from ordering too infrequently. The model assumes known, constant demand and costs. It describes how the optimal order quantity is calculated based on annual demand, setup cost per order, and holding cost per unit.
This document provides an overview of warehouse design for pharmaceutical products. It discusses key considerations for warehouse site selection and layout design, including maximizing space utilization and minimizing movement. It also covers types of material flows, storage systems, temperature controlled areas, packaging materials storage, sampling/dispensing booths, and automation technologies. The goal is to ensure efficient operations that maintain product quality and safety.
Job analysis and design are important processes for human resource management. Job analysis involves gathering information about job tasks and requirements. This information is used to create job descriptions that define duties and specifications. Job evaluation then compares different jobs to establish their relative values, which provides inputs for compensation design and other HR decisions. Proper job analysis, description, and evaluation are essential for recruitment, performance management, and organizational effectiveness.
Chapter 7 demand forecasting in a supply chainsajidsharif2022
1. Forecasting is essential for supply chain planning and involves forecasting demand using historical data and time-series methods.
2. The components of a demand forecast include the systematic components of level, trend, and seasonality as well as the random error.
3. Common time-series forecasting methods include moving averages, exponential smoothing, and Winter's method which accounts for trend and seasonality.
HUMAN RESOURCES, JOB DESING, AND WORK MEASUREMENTRamonLopez164
The document discusses human resource strategies for operations management. It covers topics like labor planning, job design, ergonomics, and work measurement tools. Specifically, it provides examples of how NASCAR racing teams use rigorous human resource strategies like specialized job roles and labor standards for their pit crews. It also outlines the objectives of human resource strategies and how to effectively design jobs through techniques like job specialization, expansion, and self-directed teams.
This document discusses aggregate planning and its role in supply chain management. It begins by defining aggregate planning as the process of determining optimal levels of production, capacity, inventory, and other factors over a 3-18 month time horizon. The document then provides learning objectives, outlines key information needed for aggregate planning like demand forecasts and cost data, and describes different aggregate planning strategies like chase, level, and time flexibility strategies. It concludes by presenting an example aggregate planning problem for a company called Red Tomato Tools using linear programming.
The document discusses factors to consider when designing distribution networks. It describes different distribution network design options including manufacturer storage with direct shipping, in-transit merging, and distributor storage with carrier or last-mile delivery. For each design, it evaluates the impact on costs, customer service, and key performance metrics like response time, product variety, and returnability. The document also includes figures illustrating how costs like inventory, transportation, and facilities are affected by the number of distribution centers.
This document discusses recruiting in labor markets and staffing organizations. It covers strategic approaches to recruiting, internal and external recruiting sources, using the internet for recruiting, and diversity considerations. The key points are:
- Recruiting aims to generate qualified job applicants while labor markets are the external supply pools companies draw from.
- Strategic recruiting requires understanding the business, industry, and labor market as well as promoting the company brand.
- Internal recruiting sources include job postings, promotions, transfers, and referrals while external sources include agencies, schools, unions, media, and competitors.
- The internet expanded recruiting through job boards, career sites, company websites, and e-recruiting methods. Diversity must be
The document discusses inventory management and the economic order quantity (EOQ) model. It explains that the EOQ model aims to minimize total inventory costs by balancing setup costs from ordering too frequently and holding costs from ordering too infrequently. The model assumes known, constant demand and costs. It describes how the optimal order quantity is calculated based on annual demand, setup cost per order, and holding cost per unit.
This document provides an overview of warehouse design for pharmaceutical products. It discusses key considerations for warehouse site selection and layout design, including maximizing space utilization and minimizing movement. It also covers types of material flows, storage systems, temperature controlled areas, packaging materials storage, sampling/dispensing booths, and automation technologies. The goal is to ensure efficient operations that maintain product quality and safety.
Unit 2 logistics environment lscm (11 pages)Suzana Vaidya
1) The document discusses logistics and customer service. It emphasizes that customer service should be the central focus of logistics management as satisfying customers is the ultimate goal.
2) Customer expectations are continually increasing while markets are becoming more commodity-based, so customer service can provide a competitive advantage where product differences are small.
3) The success of any business depends on the customer value it provides through quality, service, cost and time - all areas logistics can impact. Customer retention is also crucial to profitability.
This document discusses achieving strategic fit in supply chain management. It defines strategic fit as having aligned competitive and supply chain strategies. It describes three steps to achieving strategic fit: 1) Understanding customer needs and implied demand uncertainty, 2) Understanding supply chain capabilities, and 3) Aligning supply chain responsiveness with demand uncertainty through strategic roles. The document emphasizes that all functions and stages of the supply chain must work together to execute strategies that support the overall competitive strategy.
The document discusses supply chain best practices and provides an overview of key topics including metrics, inventory velocity, cycle time compression, lean logistics, technology, supplier performance, and segmenting supply chains. It emphasizes that companies should develop multiple, tailored supply chain approaches rather than a one-size-fits-all model in order to improve flexibility, responsiveness, and demand planning. Metrics like inventory turns and reducing cycle times are important for optimizing supply chain performance.
The document outlines a chapter about the design of goods and services. It discusses key topics like product strategy options, product life cycles, product development, and defining products. The learning objectives are to understand concepts such as the product life cycle, product development systems, time-based competition, and how products and services are defined. It also provides examples of companies that implement different product strategies.
The document outlines factors that affect location decisions for companies. It discusses seven major factors including labor productivity, exchange rates, costs, political risks, proximity to markets/suppliers/competitors, and methods for evaluating location alternatives such as the factor-rating method, locational break-even analysis, and center-of-gravity method. The document uses examples from FedEx and various industries to illustrate key concepts in strategic facility location planning.
The document discusses how online sales have impacted distribution network design. It provides examples of Dell and Amazon, noting both saw reduced inventory and facility costs but higher transportation costs from distributing online. It also examines Peapod, an online grocer, highlighting challenges in fulfilling grocery orders due to products' bulky nature and need for fast delivery. Overall, online sales allow flexibility but also complexity from balancing various customer service and cost factors in distribution.
This document discusses coordination in supply chains and the bullwhip effect. It describes how lack of coordination between supply chain stages can result in increased variability in orders that distorts demand information. This is known as the bullwhip effect. Several obstacles to coordination are outlined, including incentive problems, information processing issues, and behavioral factors. Methods to improve coordination discussed include aligning goals, improving information sharing, reducing lead times, and collaborative planning between stages. Collaborative planning, forecasting and replenishment is presented as a key approach to coordination.
The document discusses various options for designing supply chain networks and their characteristics. It describes manufacturer storage with direct shipping, in-transit merging, distributor storage with package carrier delivery, distributor storage with last-mile delivery, manufacturer/distributor storage with customer pickup, retail storage with customer pickup, and local storage at consumer pickup sites. For each option, it summarizes the performance characteristics in terms of cost factors like inventory, transportation, and facilities as well as service factors like response time, product variety, and customer experience.
The document discusses managing uncertainty in supply chains through the use of safety inventory. It defines safety inventory as inventory carried to satisfy unexpected demand. The appropriate level of safety inventory is determined by the uncertainty in demand and supply as well as the desired level of product availability. Higher safety inventory improves availability but increases holding costs. The document provides formulas and examples for calculating safety inventory levels required to meet a desired cycle service level, fill rate, or both, given factors like demand uncertainty and lead time. Reducing lead time and demand uncertainty can lower the required safety inventory.
1. The document discusses developing a supply chain roadmap for a company by assessing current performance metrics and maturity of processes.
2. Key supply chain metrics like cost, service, efficiency and process metrics are analyzed along with maturity of strategic, operational, and execution processes.
3. Gaps identified through metric performance and process assessment are addressed through initiatives which are prioritized in a roadmap to improve the supply chain over time.
This document discusses sales and operations planning (SOP) for managing supply and demand in supply chains. It describes how SOP can be used to synchronize supply with predictable demand variability through managing both supply (e.g. capacity, inventory) and demand (e.g. promotions). Effective SOP requires coordinating planning across the supply chain while accounting for factors like product margins, costs and demand elasticity to determine optimal timing for promotions.
- Long-term forecasts span 1-5 years and are used for strategic decisions like new product development. Medium-term forecasts are for 1 year and are used tactically for production and inventory plans. Short-term forecasts are for days to weeks and are more accurate.
- Demand can be forecasted qualitatively using surveys or quantitatively using time series analysis of historical demand data. Causal methods link demand to economic indicators while time series extrapolation assumes past demand patterns continue.
- Elementary techniques simply use last period's demand as the forecast. Moving averages use the average of the last few periods as the forecast. Exponential smoothing weights older data less than recent data in calculating forecasts.
This document discusses sustainability in supply chains. It begins by explaining the importance of sustainability and how supply chain decisions can affect others. It then discusses the "tragedy of the commons" dilemma where individual interests often conflict with the common good. Some solutions proposed include market mechanisms and proportional taxes. Key metrics for measuring sustainability like energy use, emissions and waste are presented. Finally, opportunities for improving sustainability through supply chain drivers like facilities, transportation and sourcing are identified.
The document discusses inventory management concepts including:
1. Types of inventory like raw materials, work in process, and finished goods.
2. Inventory functions like meeting demand, smoothing production, and protecting against stockouts.
3. Effective inventory management requires tracking inventory levels, forecasting demand, and estimating costs of holding, ordering, and shortages.
4. Classification systems help prioritize inventory items for control based on factors like importance, value, or demand pattern.
This document explains how the omini channel supports and improves marketing and supply chain activities. It mainly involves
Drivers of supply chain network redesign, Process of comprehensive supply chain network design ,
Major locational determinants,
Modeling approaches for supply ,chain network design and
Omni-channel network design
International Strategy Fed Ex PresentationAlbin1984
Here is a presentation made within the frame of my BA of International Business at the University of Huddersfield.
The presentation features the international strategy pursued by FedEx.
This document discusses transportation in supply chains. It begins by outlining the role of transportation in moving products from locations of production to locations of consumption. It then describes various modes of transportation including their characteristics, costs, and tradeoffs. Different transportation network design options like direct shipping, shipping through intermediate locations, and use of milk runs are presented. The document concludes by discussing how to select the optimal transportation network based on factors like transportation and inventory costs.
This document discusses managing inventory and cycle inventory in supply chains. It describes how cycle inventory is held to take advantage of economies of scale and reduce costs. Cycle inventory is the average inventory that builds up because supply chain stages purchase in lot sizes larger than customer demand. This adds to the average time products spend in the supply chain. The optimal lot size balances ordering, holding, and transportation costs to minimize total supply chain costs.
This document contains 45 multiple choice questions related to materials management concepts. The questions cover topics such as inventory classification techniques (ABC analysis, VED analysis, XYZ analysis), inventory costs (carrying costs, ordering costs, waiting costs), documents used in materials management (purchase order, goods receipt note, indent), and inventory management techniques (economic order quantity, stock verification).
Lean operations aim to remove all non-value adding activities to deliver a faster, more dependable, higher quality and lower cost operation that is more responsive to customers. Just-in-time means producing goods exactly when needed to avoid inventory waste. The lean philosophy focuses on eliminating waste, involving everyone, and continuous improvement. Key lean techniques include visual management, small batch production, pull scheduling, total productive maintenance, and design for manufacturability. Lean and MRP planning approaches can be combined if their advantages are understood and preserved.
This presentation was from the Zendesk Boston User's group kick-off event. These slides show you a little bit about how Compete PRO uses Zendesk as well as some other projects within our group. For questions regarding these slides feel free to reach out to me.
Unit 2 logistics environment lscm (11 pages)Suzana Vaidya
1) The document discusses logistics and customer service. It emphasizes that customer service should be the central focus of logistics management as satisfying customers is the ultimate goal.
2) Customer expectations are continually increasing while markets are becoming more commodity-based, so customer service can provide a competitive advantage where product differences are small.
3) The success of any business depends on the customer value it provides through quality, service, cost and time - all areas logistics can impact. Customer retention is also crucial to profitability.
This document discusses achieving strategic fit in supply chain management. It defines strategic fit as having aligned competitive and supply chain strategies. It describes three steps to achieving strategic fit: 1) Understanding customer needs and implied demand uncertainty, 2) Understanding supply chain capabilities, and 3) Aligning supply chain responsiveness with demand uncertainty through strategic roles. The document emphasizes that all functions and stages of the supply chain must work together to execute strategies that support the overall competitive strategy.
The document discusses supply chain best practices and provides an overview of key topics including metrics, inventory velocity, cycle time compression, lean logistics, technology, supplier performance, and segmenting supply chains. It emphasizes that companies should develop multiple, tailored supply chain approaches rather than a one-size-fits-all model in order to improve flexibility, responsiveness, and demand planning. Metrics like inventory turns and reducing cycle times are important for optimizing supply chain performance.
The document outlines a chapter about the design of goods and services. It discusses key topics like product strategy options, product life cycles, product development, and defining products. The learning objectives are to understand concepts such as the product life cycle, product development systems, time-based competition, and how products and services are defined. It also provides examples of companies that implement different product strategies.
The document outlines factors that affect location decisions for companies. It discusses seven major factors including labor productivity, exchange rates, costs, political risks, proximity to markets/suppliers/competitors, and methods for evaluating location alternatives such as the factor-rating method, locational break-even analysis, and center-of-gravity method. The document uses examples from FedEx and various industries to illustrate key concepts in strategic facility location planning.
The document discusses how online sales have impacted distribution network design. It provides examples of Dell and Amazon, noting both saw reduced inventory and facility costs but higher transportation costs from distributing online. It also examines Peapod, an online grocer, highlighting challenges in fulfilling grocery orders due to products' bulky nature and need for fast delivery. Overall, online sales allow flexibility but also complexity from balancing various customer service and cost factors in distribution.
This document discusses coordination in supply chains and the bullwhip effect. It describes how lack of coordination between supply chain stages can result in increased variability in orders that distorts demand information. This is known as the bullwhip effect. Several obstacles to coordination are outlined, including incentive problems, information processing issues, and behavioral factors. Methods to improve coordination discussed include aligning goals, improving information sharing, reducing lead times, and collaborative planning between stages. Collaborative planning, forecasting and replenishment is presented as a key approach to coordination.
The document discusses various options for designing supply chain networks and their characteristics. It describes manufacturer storage with direct shipping, in-transit merging, distributor storage with package carrier delivery, distributor storage with last-mile delivery, manufacturer/distributor storage with customer pickup, retail storage with customer pickup, and local storage at consumer pickup sites. For each option, it summarizes the performance characteristics in terms of cost factors like inventory, transportation, and facilities as well as service factors like response time, product variety, and customer experience.
The document discusses managing uncertainty in supply chains through the use of safety inventory. It defines safety inventory as inventory carried to satisfy unexpected demand. The appropriate level of safety inventory is determined by the uncertainty in demand and supply as well as the desired level of product availability. Higher safety inventory improves availability but increases holding costs. The document provides formulas and examples for calculating safety inventory levels required to meet a desired cycle service level, fill rate, or both, given factors like demand uncertainty and lead time. Reducing lead time and demand uncertainty can lower the required safety inventory.
1. The document discusses developing a supply chain roadmap for a company by assessing current performance metrics and maturity of processes.
2. Key supply chain metrics like cost, service, efficiency and process metrics are analyzed along with maturity of strategic, operational, and execution processes.
3. Gaps identified through metric performance and process assessment are addressed through initiatives which are prioritized in a roadmap to improve the supply chain over time.
This document discusses sales and operations planning (SOP) for managing supply and demand in supply chains. It describes how SOP can be used to synchronize supply with predictable demand variability through managing both supply (e.g. capacity, inventory) and demand (e.g. promotions). Effective SOP requires coordinating planning across the supply chain while accounting for factors like product margins, costs and demand elasticity to determine optimal timing for promotions.
- Long-term forecasts span 1-5 years and are used for strategic decisions like new product development. Medium-term forecasts are for 1 year and are used tactically for production and inventory plans. Short-term forecasts are for days to weeks and are more accurate.
- Demand can be forecasted qualitatively using surveys or quantitatively using time series analysis of historical demand data. Causal methods link demand to economic indicators while time series extrapolation assumes past demand patterns continue.
- Elementary techniques simply use last period's demand as the forecast. Moving averages use the average of the last few periods as the forecast. Exponential smoothing weights older data less than recent data in calculating forecasts.
This document discusses sustainability in supply chains. It begins by explaining the importance of sustainability and how supply chain decisions can affect others. It then discusses the "tragedy of the commons" dilemma where individual interests often conflict with the common good. Some solutions proposed include market mechanisms and proportional taxes. Key metrics for measuring sustainability like energy use, emissions and waste are presented. Finally, opportunities for improving sustainability through supply chain drivers like facilities, transportation and sourcing are identified.
The document discusses inventory management concepts including:
1. Types of inventory like raw materials, work in process, and finished goods.
2. Inventory functions like meeting demand, smoothing production, and protecting against stockouts.
3. Effective inventory management requires tracking inventory levels, forecasting demand, and estimating costs of holding, ordering, and shortages.
4. Classification systems help prioritize inventory items for control based on factors like importance, value, or demand pattern.
This document explains how the omini channel supports and improves marketing and supply chain activities. It mainly involves
Drivers of supply chain network redesign, Process of comprehensive supply chain network design ,
Major locational determinants,
Modeling approaches for supply ,chain network design and
Omni-channel network design
International Strategy Fed Ex PresentationAlbin1984
Here is a presentation made within the frame of my BA of International Business at the University of Huddersfield.
The presentation features the international strategy pursued by FedEx.
This document discusses transportation in supply chains. It begins by outlining the role of transportation in moving products from locations of production to locations of consumption. It then describes various modes of transportation including their characteristics, costs, and tradeoffs. Different transportation network design options like direct shipping, shipping through intermediate locations, and use of milk runs are presented. The document concludes by discussing how to select the optimal transportation network based on factors like transportation and inventory costs.
This document discusses managing inventory and cycle inventory in supply chains. It describes how cycle inventory is held to take advantage of economies of scale and reduce costs. Cycle inventory is the average inventory that builds up because supply chain stages purchase in lot sizes larger than customer demand. This adds to the average time products spend in the supply chain. The optimal lot size balances ordering, holding, and transportation costs to minimize total supply chain costs.
This document contains 45 multiple choice questions related to materials management concepts. The questions cover topics such as inventory classification techniques (ABC analysis, VED analysis, XYZ analysis), inventory costs (carrying costs, ordering costs, waiting costs), documents used in materials management (purchase order, goods receipt note, indent), and inventory management techniques (economic order quantity, stock verification).
Lean operations aim to remove all non-value adding activities to deliver a faster, more dependable, higher quality and lower cost operation that is more responsive to customers. Just-in-time means producing goods exactly when needed to avoid inventory waste. The lean philosophy focuses on eliminating waste, involving everyone, and continuous improvement. Key lean techniques include visual management, small batch production, pull scheduling, total productive maintenance, and design for manufacturability. Lean and MRP planning approaches can be combined if their advantages are understood and preserved.
This presentation was from the Zendesk Boston User's group kick-off event. These slides show you a little bit about how Compete PRO uses Zendesk as well as some other projects within our group. For questions regarding these slides feel free to reach out to me.
Learn how to create customer support templates that inspire positive responses from your customers. A customer's happiness relies heavily on the effective and timely responses from your support team. With effective communication, you can win more customer loyalty and grow your business.
To watch a recording of this webinar, visit https://www.xsellco.com/resources
Corporate Training Workshop Proposal PowerPoint Presentation SlidesSlideTeam
If your company needs to submit a Corporate Training Workshop Proposal PowerPoint Presentation Slides look no further. Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. https://bit.ly/3a4kyRt
The document outlines an agenda for a workshop on messaging and storytelling. It includes exercises to improve messaging skills, giving feedback on creative work, and a recap of the messaging process. The objectives are to improve messaging for a product called CS5, build a better process for applying messaging skills going forward, foster teamwork, and provide guidance or instruction.
Telephone skills for Auto Glass Professionalsjeffmartineau
The document discusses techniques for perfecting sales presentations and customer service. It covers building rapport with customers through active listening, demonstrating product knowledge, focusing on facts by asking open and closed questions, and closing with customer satisfaction. The techniques are intended to help sales representatives gather necessary customer information, uncover customer needs, and provide value through critical offers and services.
Professional Skill Development Workshop Proposal PowerPoint Presentation SlidesSlideTeam
If your company needs to submit a Professional Skill Development Workshop Proposal PowerPoint Presentation Slides look no further. Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. https://bit.ly/3o10N3i
The document outlines a seminar on delighting customers through quality service. It discusses key concepts like meeting customer needs, customer emotions, and relationship management. It emphasizes the importance of exceeding expectations and treating customers with care, credibility, accessibility, responsiveness, and excellence. Specific strategies are provided for skills like active listening, empathy, apology and problem-solving to turn unhappy customers into delighted ones.
Training manual - Business Model CanvasStartup Braga
The document provides an overview of business models and the Business Model Canvas tool. It describes the Business Model Canvas as having 9 building blocks: customer segments, value propositions, channels, customer relationships, revenue streams, key resources, key activities, key partnerships, and cost structure. Each block is then defined in more detail. Common business models like long tail, multi-sided platforms, and freemium models are also briefly outlined. The document recommends starting with an idea, structuring it using the Business Model Canvas, testing assumptions, and continuously improving the model.
Is1 workshop 8 make, take & sell challenge studentmoduledesign
This document provides an overview of a workshop to help participants bring together their strategy for a final presentation on a "Make, Take and Sell Challenge". The workshop will recap key concepts and allow participants to develop a structured presentation of their strategy, incorporating feedback from their peers. Learning outcomes include being able to combine concepts into a concise presentation and illustrate a strategy. The document then provides examples of content and considerations for different aspects of developing a business strategy and product.
Communication Process Transmission Feedback Business Strategy Strategies SuccessSlideTeam
This complete deck covers various topics and highlights important concepts. It has PPT slides which cater to your business needs. This complete deck presentation emphasizes Communication Process Transmission Feedback Business Strategy Strategies Success and has templates with professional background images and relevant content. This deck consists of total of fiften slides. Our designers have created customizable templates, keeping your convenience in mind. You can edit the colour, text and font size with ease. Not just this, you can also add or delete the content if needed. Get access to this fully editable complete presentation by clicking the download button below. https://bit.ly/37wnuFI
This document provides an overview of a webinar on best practices for bid and proposal writing. It discusses common blunders in writing, such as being wordy, technical, or focused on impressing the reader rather than the customer's needs. It also outlines wonders that work, such as having a clear focus on the customer, answering their questions directly, and using concise language. The webinar covers tools for effective writing like outlining and revising, as well as examining proposals based on criteria like clarity, conciseness, correctness, and customer focus. Emerging technologies like artificial intelligence in writing are also discussed, noting both potential benefits and cautions.
This document provides an overview and objectives for a STAR Training on customer service. The training covers using the AER (Acknowledge, Empathize, Reassure) technique, answering calls appropriately, demonstrating customer service skills, and managing customer cases. It includes sections on the contact handling process with steps like preparing for contact, answering calls, and managing the customer relationship through building rapport and resolving requests. Examples of affirmative language and active listening techniques are also discussed. The overall goal is for participants to demonstrate their role in serving customers and applying the skills and processes taught to improve customer satisfaction.
Social Media Customer Interaction in 5 Easy StepsQualtrics
The document provides information about an upcoming webinar on social media customer interaction. It outlines three housekeeping notes: the recording and slides will be available online, questions can be submitted through the chat, and people can join the conversation on Twitter. It then outlines the presentation topics which will discuss how customer experience is a leadership issue and employee engagement must be a top priority, and introduce a five step approach to social media customer interaction.
1) The document discusses techniques for perfecting sales and customer service skills, including building rapport with customers, focusing on facts by asking open and closed questions, and closing with customer satisfaction.
2) It highlights important aspects of building rapport like uniform greetings, displaying empathy, flexing to different customer styles, and demonstrating product knowledge.
3) Exercises are provided to help practice skills like identifying value propositions and telling stories to demonstrate value to customers.
Business 100WBusiness CommunicationsLecture 10Writi.docxfelicidaddinwoodie
Business 100W
Business Communications
Lecture 10:
Writing Proposals
Reasons for Writing Proposals
Reasons:
Attract contracts
Obtain research money
Change in-house procedures
Fund new facilities
Argue for product or policy revisions
Determine Requirements
for Your Proposal
Determine Who Will
Evaluate Your Proposal
Create an Outline for Your
Proposal
Overview
Provide background information
Consider key questions
Define your approach
Problem Analysis
What caused the problem?
Who suffers from its effects?
What measures have failed in an effort to deal with it?
What is the current scale of the problem?
What will be its future scale?
Proposal Specifics
Are your methods proven? By whom?
What personnel will be involved?
What is their training?
What time schedule have you established?
What are the major checkpoints?
What significant
indications of progress
will you look for? When?
Consider:
How will you measure
success?
Consider:
Will your research results
be observable?
Consider:
Will your research results
be preservable?
Consider:
Will your research results
be repeatable?
Consider:
Budget
Outline the costs of your proposed work
In the past, “padding” was part of the process
Padded budgets are now discouraged
Avoid underbudgeting
Milton the bat says:
Never begin or end with
a budget!
Conclude by explaining
your willingness to help
your readers.
How it looks
Proposal Competes in:
What it says
Revise and Polish
Use the most attractive, proportionately spaced font
Use heavy bond white paper
Use strict margins on all sides of the page
Decide whether or not you should bind the proposal
5 ways to create a professional look
Make sure photocopies are comparable to originals
Use topic headings and
indented material to show
off your information
Never bury crucial
information in appendixes
or footnotes
Proposals are the primary
means by which
businesses ask for work (or
money)
The Form Proposal/Contract
Business Plans
7 questions to answer
What is the key information that I need to know
about your business plan?
What products or services will your business
produce or provide?
How will you sell your products or services?
What is the basic idea of your business?
7 questions to answer
How will you organize and manage your business?
How will your company’s finances be handled?
What do you want from me (your reader)?
Key Information
Basic Idea
Products and Services
Marketing and Sales
data
Back up your assertions with:
demographic information
other supporting evidence
Company Finances
Include how much money you are
seeking from investors and in what
installments
Describe the investors’ degree of liability
and terms of financial participation in
profits
Give specifics of the business:
One venture capital firm over a
period months...
received 1,200 business plans
firm selected only 45 for serio.
This document provides guidance on communication strategies for culinary entrepreneurs. It discusses developing a communication plan including analyzing the context, defining objectives and targets, and prioritizing actions. It also covers establishing a culinary identity through one's kitchen, career path, values and creativity. Pitching one's idea or project is described as an essential step, with tips provided on effective pitch content and delivery.
If you do not want to waste the money you have invested in paid advertising, create an efficient and working landing page. Produce content that has been carefully thought-out and has high marketing quality. Do not forget that every detail in a landing page plays a big role in turning a lead into a client. 7 important elements for a proper landing page: Heading, Subheading, Main image or video, Description area, Bullet list, Client testimonials, CTA
This document outlines a training module for team leads on developing short, impactful training sessions. It discusses key principles of adult learning, such as applying prior knowledge and motivating learners by explaining relevance. Trainees are guided to create a 10-minute training on an ISM (important sales method) using a structured approach: state the rationale, set objectives, design engaging activities, and evaluate learning. The document models this process and provides worksheets for trainees to develop their own lesson plans to present.
This document discusses how the LifeStyles Inventory (LSI) can be used for leadership development. The LSI measures thinking styles on 12 dimensions organized into constructive, passive/defensive, and aggressive/defensive styles. It helps leaders understand their current styles, accept them, examine how they affect others, commit to change, and develop strategies for improvement. Specifically for leadership, the LSI aids in increasing constructive styles and decreasing passive/defensive and aggressive/defensive styles to enhance leadership practices.
This document discusses tools and simulations for strengthening team effectiveness. It describes a bushfire survival simulation where individuals and teams are ranked. On average, teams improved over the best individual score. The document also examines data from multiple simulations showing the percentage of groups that outperformed their best or average member. It provides an overview of the Group Styles Inventory which evaluates team styles and presents a circumplex model of styles. The inventory can be used to develop plans to improve a team's process by targeting specific styles.
Lion Nathan, a New Zealand-based alcoholic beverage company, experienced growth in the early 1990s but began losing profits and market share by 1996. The CEO responded by critically evaluating the company's leadership and culture. In 1997, Lion Nathan began working with Human Synergistics to assess leadership styles and organizational culture. Surveys found that most leaders had aggressive styles that were negatively impacting the culture. Over 10 years, Lion Nathan focused on developing constructive leadership behaviors and aligning practices like talent management with its new values of integrity, facing reality, and passion for business. This led to improved employee engagement, customer satisfaction, and financial performance.
This document discusses organizational culture and effectiveness. It defines organizational culture as the behavioral norms and expectations that guide interactions and reflect shared values. It presents models showing how culture is shaped by causal factors like structures, systems and skills, and how culture then influences outcomes. Various studies are summarized that show relationships between culture types and outcomes like quality, adaptability and stress. The document advocates assessing gaps between current and ideal cultures to guide organizational improvement.
This document outlines a training on business letter writing. It discusses the importance of following proper business letter format and conventions to establish credibility. It reviews the key elements of planning a letter such as considering the purpose, audience, and context. The training teaches skills for responding to customer complaints, including acknowledging their concerns, empathizing with their emotions, and reassuring them. It provides guidance on using positive language and phrasing without changing the meaning. Finally, it stresses the importance of proofreading to avoid errors that could damage credibility.
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This document summarizes a training session on using empathy in customer service. It discusses the difference between sympathy and empathy, provides examples of empathetic statements, and gives trainees an opportunity to practice responding empathetically. The key points are:
1. Empathy involves understanding the customer's emotional experience while sympathy is just acknowledging their situation.
2. Trainees role-played customer scenarios and responded empathetically without focusing on problem-solving.
3. The training challenged participants to consider customers' perspectives and make a personal connection using empathy on all future calls.
The Impact of Work Stress and Digital Literacy on Employee Performance at PT ...AJHSSR Journal
ABSTRACT :This research aims to analyze the correlation between employee work stress and digital literacy
with employee performance at PT Telkom Akses Area Cirebon, both concurrently and partially. Employing a
quantitative approach, the study's objectives are descriptive and causal, adopting a positivist paradigm with a
deductive approach to theory development and a survey research strategy. Findings reveal that work stress
negatively and significantly impacts employee performance, while digital literacy positively and significantly
affects it. Simultaneously, work stress and digital literacy have a positive and significant influence on employee
performance. It is anticipated that company management will devise workload management strategies to
alleviate work stress and assess the implementation of more efficient digital technology to enhance employee
performance.
KEYWORDS -digital literacy, employee performance,job stress, multiple regression analysis, workload
management
Factors affecting undergraduate students’ motivation at a university in Tra VinhAJHSSR Journal
ABSTRACT: Motivation plays an important role in foreign language learning process. This study aimed to
investigate student’s motivation patterns towards English language learning at a University in Tra Vinh, and factors
affecting their motivation change toward English language learning of non-English-major students in the semester.
The researcher used semi-structured interview at the first phase of choosing the participants and writing reflection
through the instrument called “My English Learning Motivation History” adapted from Sawyer (2007) to collect
qualitative data within 15 weeks. The participants consisted of nine first year non-English-major students who learning
General English at pre-intermediate level. They were chosen and divided into three groups of three members each
(high motivation group; average motivation group; and low motivation group). The results of the present study
identified six visual motivation patterns of three groups of students with different motivation fluctuation, through the
use of cluster analysis. The study also indicated a diversity of factors affecting students’ motivation involving internal
factors as influencing factors (cognitive, psychology, and emotion) and external factors as social factors (instructor,
peers, family, and learning environment) during English language learning in a period of 15 weeks. The findings of
the study helped teacher understand relationship of motivation change and its influential factors. Furthermore, the
findings also inspired next research about motivation development in learning English process.
KEY WORDS: language learning motivation, motivation change, motivation patterns, influential factors, students’
motivation.
STUDY ON THE DEVELOPMENT STRATEGY OF HUZHOU TOURISMAJHSSR Journal
ABSTRACT: Huzhou has rich tourism resources, as early as a considerable development since the reform and
opening up, especially in recent years, Huzhou tourism has ushered in a new period of development
opportunities. At present, Huzhou tourism has become one of the most characteristic tourist cities on the East
China tourism line. With the development of Huzhou City, the tourism industry has been further improved, and
the tourism degree of the whole city has further increased the transformation and upgrading of the tourism
industry. However, the development of tourism in Huzhou City still lags far behind the tourism development of
major cities in East China. This round of research mainly analyzes the current development of tourism in
Huzhou City, on the basis of analyzing the specific situation, pointed out that the current development of
Huzhou tourism problems, and then analyzes these problems one by one, and put forward some specific
solutions, so as to promote the further rapid development of tourism in Huzhou City.
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2. 2
Audi Voice Training for Digital and Social Media
Agenda
► What is the Audi Voice?
► Kundenbegeisterung and the Audi Voice
► REAL styles review
► Quick comments exercise
► Writing Exercise 1
► Writing Exercise 2
► Writing for Social Media
► RIT response approach review
► Writing Exercise 3
3. 3
The Audi Voice
► What words or phrases come to mind when you look at the images around the room?
► Write down your words or phrases on the poster sheets near the images
4. 4
The Audi Voice
► http://www.audiusa.com/innovation/defining-moments
► https://www.youtube.com/user/AudiofAmerica
5. 5
The Audi Voice
► What is the Audi Brand intentionally communicating to our target audience
(customers, prospects, fans)?
► Write down your words or phrases on the poster sheets near the images
6. 6
Kundenbegeisterung Tenets
1. The Kundenbegeisterung mission is yours. Embrace it.
2. Make owning an Audi as fulfilling as driving one.
3. Craft each moment to be as unique as each individual.
4. Build relationships through trust and respect.
5. Weave delight into the details.
6. Value your customer’s time.
7. Emotionally invest in every moment.
8. Help each other create fans.
7. 7
The Top Six Secret Killers of Kundenbegeisterung
1. I don’t know
2. I can’t do that
3. You’ll have to…
4. Just a second…
5. No
6. But
8. 8
The Audi Voice: What Impression Should We Inspire?
► Walk around the room and review the words, phrases, and images
► In the “Notes” section, write down the strongest or clearest messages surfacing
► Take up to five minutes. If you finish early, have a seat
9. 9
The Audi Voice: What Impression Should We Inspire?
► Now, based on your notes, develop three different responses to the following
question:
► What is the thought or impression our customers should have after interacting
with the Customer Experience Center (CXC)?
► Write your sentences from the perspective of the customer.
► Begin each statement with “Audi [verb]”
► Examples (feel free to use other verbs):
•“Audi is…”
•“Audi believes…”
•“Audi delivers…”
•“Audi performs…”
•“Audi represents…”
•“Audi handles…”
10. 10
The Audi Voice: What Impression Should We Inspire?
► Now, read your sentences aloud
► While listening, take notes on common themes and new perspectives
► What common themes did you hear among your responses?
► What exciting new perspectives did you hear?
11. 11
The Audi Driver
► What have you learned about our customers from the calls you’ve taken?
► How do our customers perceive the Brand?
► What do our customers expect of us?
► How can you use what you know to craft meaningful correspondence for our
customers?
12. 12
Exercise: Quick Comments
► Each person will receive several Quick Comment Cards
► These statements were pulled from customer chats, emails, and social media
► Taking turns, each person will read his/her card to another person in the room
► The other person must provide an appropriate response
► The person reading the card determines the tone for the statement
13. 13
Debrief: Quick Comments
► Why would we have you do this exercise?
► Was this harder or easier than you expected it to be?
14. 14
Reading to Create Audi Fans
► Before we respond to customers, we must read their correspondence carefully
► Why did the customer contact us?
► What should we include in our response?
► What can we infer about the customer’s REAL style to help us make a genuine
connection with the customer?
15. 15
Writing for R-E-A-L styles
Ruler
• Start with a brief greeting
• Key points, focus on results, high
level summary
• Keep it short. Use bullets or
numbered thoughts
• No more than 3-4 thoughts within
the message
• Plenty of white space
Entertainer
• Start with a friendly greeting
• Key points, focus on outcome and
big picture
• Keep it short. Use bullets or
numbered thoughts
• Plenty of white space
• End with a personal thank-you
comment
Analyst
• Start with a brief greeting
• Provide details, bulleted list of key
points with data that reinforces
each point
• Tables and spreadsheets
• Attach supportive information and
reading material
• Summarize next steps
Loyalist
• Start with a personal greeting
• Write succinctly in paragraph style
• Include detail about who is involved
• Suggest they take time to think
about information before
responding, but give a due date
• End with a personal thank you
comment
16. 16
Exercise 1: Reading to Create Audi Fans
► Each person will receive a set of letters and emails from customers
► Email and letter examples are taken from real customer contacts
► Work independently and respond to each letter and email
► Why did the customer contact us?
► What should we include in our response?
► What can we infer about the customer’s letter and/or REAL style to help us make a
genuine connection with the customer?
17. 17
The 3 Cs – Concise, Clear, and Complete
► Concise ► Clear ► Complete
► Be succinct
► Use short words
► Avoid long sentences
► Make sure your
handwriting is legible
► Do not use
abbreviations
► Do not use slang or
jargon
► Include all pertinent
facts
► Include other
potential concerns
that may be
important
► Be thorough
18. 18
Sample
CUSTOMER:
To whom it may concern:
I am outraged by the service and lack of care I experienced at McKinney Audi. This
dealership left my 2009 A6 outside for five days even though I had brought the car in to
have them identify and fix the issue I had with water leaking into the interior of the
vehicle. Now they're telling me that the transmission control module is not working
and needs to be replaced. It was working just fine before I brought my vehicle into the
Dealership. I really don't think I should have to pay for this.
Sincerely,
Margaret Bright
19. 19
Sample Response
I can understand how you would be upset that the Dealership did not take
precautions to protect your A6 from inclement weather. I would like the opportunity
to look into this situation on your behalf to resolve both the leak and the
transmission concerns. The first step in this process is setting up your customer file,
which will require I gather some additional information from you. This file will allow
me and the extended Audi Customer Care team the ability track the progress and
action steps involved in resolving your concerns and allow us to keep you informed.
Please contact me at 1-800-822-2834, extension 577557 at your earliest
convenience so we may further discuss your concerns and the cost of the repairs.
Thank you for bringing your concern to the attention of Audi of America as your
satisfaction in driving and owning your A6 is our top priority. I appreciate you
allowing me the opportunity to work with you on resolving this.
20. 20
It is appropriate to send confidential information via
email.
A. True
B. False
True
False
50%50%
21. 21
Which of the following are best practices for writing
emails to customers? Select all that apply.
A. Use specific subject lines
B. Be sure to proofread and
spellcheck
C. Use email as a substitute for
phone conversations
D. Avoid abbreviations
E. Use emoticons to be more
down-to-earth and relatable
Use
specificsubjectlines
Be
sure
to
proofread
and...
Use
em
ailasasubstitute
...
Avoid
abbreviations
Use
em
oticonsto
be
m
or...
20% 20% 20%20%20%
22. 22
Exercise 2: Writing to Create Audi Fans
► Using the worksheets from Exercise 1 , craft a written response to the customer
► Use your LISTEN profile or create a LISTEN profile for yourself if needed
► Determine what you can about the customer’s REAL profile to help you craft your
letter
► Incorporate Brand-promoting language in the correspondence
► Write your response and save the changes to the case
► Repeat the process for each letter
► Place the case in “Wait for Review” status
► You will receive feedback on the correspondence you created to help you improve and
develop your style and to align it with the Audi Voice
23. 23
Part 3: Responding to Social Media
► How much do you know about social media?
► What are your own patterns of social media usage?
► Facebook users expect to see a response within 24 hours
► Twitter users expect to see a response within 2 hours
24. 24
Responding to Social Media
► Respond quickly
► Facebook users expect to see a response within 24 hours
► Twitter users expect to see a response within 2 hours
► Strive for accuracy
► Double-check answers and facts
► Demonstrate urgency to provide an answer
► Be honest if you need to get the full facts and communicate updates as needed
► Be sincere
► Apologize for the experience, but make sure to communicate that you’ll be taking
action
► Use “please” and “thank you”
► Use language that is engaging, personal (no “Dear Audi Driver”), and sympathetic
25. 25
Responding to Social Media
► Follow-up
► Continue to engage with the customer
► Add value
► Provide options rather than a single solution when possible
► Point people to useful information
► Don’t argue with customers
► The audience is watching
► Companies that argue with customers in social media appear unprofessional to
the customer and others who are engaged with your social media
► Read carefully and consider the customer’s REAL style before responding
26. 26
Using the RIT Model for Social Media
►Reply:
►Invite:
►Thank:
thoughtfully respond to and acknowledge what the customer has
communicated.
invite the customer to share additional information, questions,
information and feedback; create a two-way communication
sincerely thank the customer; craft it uniquely for the situation
27. 27
Sample Response to Facebook Post Using R-I-T
Reply: Mrs. Customer, I appreciate you bringing the leak and transmission power
module concerns on your Audi Q5 to my attention.
Invite: I invite you to reach out to me so that I may further assist you. Call us at 1-
877-615-2834, extension _______, email me at ________________, or chat with us
here: http://www.audiusa.com/
Thank: You have many options when it comes to buying and owning an automobile,
and I want to sincerely thank you for your purchase and the opportunity to
facilitate a solution.
29. 29
Sample Response to Twitter Post Using R-I-T
► Reply:
► Sorry to hear about this!
► Invite:
► Please call or email our Customer Experience Center for help.
► Thank:
► We look forward to hearing from you.
30. 30
How long are most customers willing to wait for a
response to a Tweet?
A. 30 minutes
B. 1 hour
C. 2 hours
D. 24 hours
E. 12 hours
30
m
inutes
1
hour
2
hours
24
hours
12
hours
20% 20% 20%20%20%
31. 31
Most customers expect a response to a Facebook post
within 24 hours.
A. True
B. False
True
False
50%50%
32. 32
Which of the following are NOT best practices for
responding to social media contacts?
A. Respond quickly, even if only
to let the customer know that
more research is required
B. Refer customer to relevant
links
C. Respond to the customer by
defending the Brand to “save
face” in front of the other
customers
D. Offer multiple options for
resolution
E. Follow up with the customer
to ensure that the concern
was addressed
Respond
quickly,even
if...
Refercustom
erto
relevan...
Respond
to
the
custom
er...
Offerm
ultiple
optionsfo...
Follow
up
w
ith
thecust...
20% 20% 20%20%20%
33. 33
A formal tone is best for responding to Facebook and
Twitter inquiries, because customers might suspect
they’re not getting an authentic response if the language
is too informal.
A. True
B. False
True
False
50%50%
34. 34
Responding to Social Media
► Read the comments on the handout
► Write Facebook or Twitter responses to the customer using Writing for R-E-A-L and
the R-I-T model