Monitoring Meeting the Needs of Customers

Monitoring Meeting the Needs of Customers Task 1 a) Describe the different type of customers in your selected organisation, identify their needs and expectations External customers are those who purchase the product through the distributors and require after sales service either through the regular servicing of the cars or when the car does not meet their expectations through mechanical breakdown. The Mercedes-Benz product is targeted at the executive level and high standards are expected as the company has a â€Å"reputation for quality, value retention and prestige† (Mercedes-Benz 2004, p. 1). They have highlighted a desire to gain more of the fleet car market and have researched the needs and expectations of the fleet managers and found that the concept of depreciation is more important to them than the initial cost of the car (Mercedes-Benz 2004). Mercedes-Benz has introduced an incentive system for fleet managers to encourage them to purchase from the company. This includes offering a wide range of potential products and a choice in how the financial incentives are paid. In addition to the fleet managers, Mercedes-Benz also supplies individuals. In many ways, their needs will be similar to the fleet managers but, as they themselves will be the end user, their specific needs have to be identified and fulfilled. Mercedes-Benz fulfils this through the promotion of their brand as a status symbol. Mercedes-Benz also markets vans and offer a comprehensive package to allow customers to add additional features to their van during manufacture to ensure it will be able to meet their exact needs. Since 1992, they have also offered a database of used Mercedes-Benz vans for sale which assists the existing customers in selling their vehicle and attracts new ones into Mercedes-Benz ownership. The concept of internal customers includes the employees. Mercedes-Benz offers a comprehensive apprenticeship system to its technician and parts specialists which includes training programmes carried out at the new Mercedes-Benz National Apprentice Academy leading to nationally recognised qualifications. They believe their scheme is â€Å"one of the best apprenticeship training schemes in the UK† (Mercedes-Benz website). Mercedes-Benz sell their products through a series of dealerships as these can also be classed as internal customers. The dealerships need the support of the parent company to be able to provide what they have agreed with the customer. Mercedes-Benz must ensure it has a good, open relationship with it’s dealerships as the relationship is of mutual benefit. b) Give example of how this organisation ensure that their customer receive accurate and reliable information about their services? The Mercedes-Benz group market their product through a range of dealerships each of whom is allowed a large degree of autonomy in how they operate. They are supported by Mercedes-Benz through their website, probably the first port of call for an individual contemplating purchasing one of their cars. The parent company also offers advice and guidance to their distributors and provides practical support in terms of finance package options. On the main company website there is the facility to locate the nearest dealership to the potential customer. These dealerships also have their own websites where the customer can find the information they require or contact the dealership to make enquiries. The employees responsible to dealing with customer queries have extensive training on an ongoing basis to ensure their knowledge is current. c) How does this organisation measure how successful their customer services is? Each of the dealerships is able to introduce their own system of measuring customer satisfaction. A common method used is that of collecting feedback. The Inchcape dealership, for example, has â€Å"robust processes (to) ensure every customer is contacted following their visit, and the feedback is used daily to improve and enhance the quality of their service delivery where necessary† (Inchcape 2006, p. 1). Mercedes-Benz has a range of Key Performance Indicators which cover areas such as sales, customer satisfaction levels and service performance which each dealership is required to report on at regular intervals. Task 2 Sticking with the organisation that you are already familiar with, carry out further investigation and illustrate five things that are going well and three that are not going so well. to do this Successful techniques include monitoring sales levels, having people dedicated to the collection and collation of customer service data, incentives for individuals to provide outstanding customer service and a strategy of providing a consistent level of service through using a dedicated call centre. Improvements that could be made are offering a free call number for customer comments and the introduction of a nationwide customer satisfaction incentive. It would also be beneficial to obtain feedback from people who expressed an interest in buying the product but did not make a purchase to determine why they did not make a purchase and to identify how a sale could be secured in the future. a) Explain how monitoring and evaluating of customer services is carried out. Mercedes Benz express a high level of commitment to providing outstanding customer service and have introduced several initiatives and projects to encourage this. These include â€Å"regular staff CSI (Customer Satisfaction Indicators) meetings, introducing customer service objectives, CSI league tables, and reward and recognition schemes for all employees† (Inchape 2006). Data is also collected from the call centre. b) How has this improved the service for the customer, the organisations own prospects and for its employees? Customer service has improved as any issues can be identified and corrected at an early stage, thereby ensuring that future customers receive an ever-increasing service level. Trends can also be seen and proactively managed. The Mercedes-Benz organisation relies both keeping current customers and attracting new business. By developing a good reputation for their customers service levels, people are more likely to buy their product. This increases the sales and profitability for the business which benefit’s the employees as it gives them job security and provides a good benefits package. c) Make constructive comments or suggestions of what improvement that can be made for the future. As the Mercedes-Benz business operates through a series of dealerships, it would be of benefit for there to be more interaction between the dealerships. Whilst currently Mercedes-Benz itself consolidates the information and shares it between dealerships, it would be useful for the dealerships to be able to speak to each other more directly to discuss specific points as there may be different expectations in different geographical areas. Task 3 Now customer services is crucial to the survival of most organisation. Most organisations have invested a lot of money in making sure that they get this right. a) What strategies have been used by your organisation to display a confidential approach when delivering customer service to their customer? (Confidential)All customer information is kept confidential with access only being allowed to those who need it to be able to do their jobs. The information is held on a computer database which is password protected. (Confident) The employees of the business, especially those dealing directly with potential new customers must be confident and competent in their role. To ensure this happens, they are given extensive training in presentation and communication skills and are also made aware of the numerous benefits of the product to be able to answer any questions the potential customer may have. The employees are encouraged to have a belief in the product that it is a high quality, status symbol. b) Explain why presenting, interpersonal and communication skills are important in delivering effective service to customers The person dealing with the customer directly must be able to project the right image for the company. As the target market for Mercedes-Benz is at the executive level, they expect a professional approach from the company’s representatives. Their role may involve a mixture of providing factual information, advice and descriptions and must be done in a manner which promotes a sale. The individual needs to be able to present information clearly and in a manner appropriate to their audience. They also need to use interpersonal skills to assist them to develop a form of relationship with the customer to be able to ensure they can tailor their message to that specific person and to make the customer feel at ease. As well as being competent in providing the information the customer requires, they need to be able to do it in a way that is tailored to the person to whom they are speaking and have good listening skills to listen carefully to questions and comments from the customer. Th ey also need to have knowledge of non verbal communication such as body language and be able to use techniques to overcome barriers to communication. Task 4 a) Focusing on two groups of key external which is the customer and maybe distributors and the internal customer which is the employee and the organisation of this organisation, analyse and evaluate how the organisation anticipates and meets the needs of these customers in range of situations. The customer’s needs are fulfilled in several ways and Mercedes-Benz prides itself on being able to offer additional services beyond those offered by their competitors. One example of this is the efficient record keeping service they have for regular maintenance of the vehicle which enables reminders to be sent to customers and ensures the quick diagnosis of ongoing problems. This is known as the ASSYST (Active Service System) which advises the owner when a service is due. A further example is the provision of an â€Å"end of life† service. There are strict legal requirements as to how a motor vehicle can be disposed of and Mercedes-Benz offer a free service to their customers providing the â€Å"certificate of destruction† that is required by law. Mercedes-Benz constantly reviews the car market and is able to develop it’s range to ensure it meets the needs of the consumer. They also identify new markets which may be available to them. 80% of the Mercedes-Benz service centres operate for 24 hours a day Monday to Friday thus providing a better level of service for their customers (Mercedes-Benz website). The dealerships are given full support by Mercedes-Benz to allow them to be able to market the product successfully. Mercedes-Benz has a good relationship with their dealerships which allows them to be able to communicate openly and share any concerns or ideas. Mercedes-Benz ensures all it’s employees have the skills necessary to be proficient in their job by providing on-going training and development. Where possible these programmes lead to nationally recognised qualifications thereby allowing the individuals to develop their careers elsewhere should there be no opportunities for them within the organisation. Mercedes-Benz ensures it can provide a competitive benefits package to it’s employees helping not only to retain the high calibre employees but also to attract new ones. This strategy extends throughout the business rather than just being limited to those who have direct customer contact. b) Analyse using example, how effective customer service benefits the customers, the organisation and its employees The ASSYST system allows the customer to be able to plan the periods when their vehicle requires regular servicing and this allows them to make better use of their time. This also benefits Mercedes-Benz themselves as they can plan their workloads more efficiently if the customers plan and book their servicing in early. This further benefits the employees as their workload is more consistent and easier to manage. Through identifying the specific needs of the fleet managers, Mercedes-Benz believe that the fleet manager’s organisations will be able to attract and retain higher quality executives by offering them a Mercedes-Benz company car. This benefits Mercedes-Benz and their employees through higher sales and greater profitability. All the initiatives designed to improve customer service will additionally benefit the organisation and it’s employees as greater customer satisfaction will lead to more repeat business and new customers and this increases sales and profitability. A business that is growing and profitable is able to offer it’s employees a greater level of job security, better prospects in terms of career advancement and training and an attractive and competitive pay and benefits package. References. Inchcape. (2006). Inchcape Receive top Customer Service Awards Accolade. Accessed at: http://www.inchcape.co.uk/PressDetail.aspx?Documentid=98 on 22/02/07. Mercedes-Benz. (2004). Mercedes-Benz Not Just Executive Cars Anymore. In Business Briefing: Exploration and Production. The Oil and Gas Review 2004. Accessed at: http://www.touchbriefings.com/pdf/951/mercedes_tech.pdf on 22/02/07. Mercedes-Benz. (Date not given). Accessed at: http://www2.mercedes-benz.co.uk on 22/02/07

Otranto

Amy Reid English 5720: Franta 09/27/12 The Contradiction in Women’s Roles in Castle of Otranto While each character in Horace Walpole’s Castle of Otranto seem to have their own dispositions that fuel the story, these dispositions also create a pattern intrinsic to gender. The males of the story are powerful and oppressive to their female counterparts. In contrast, the women remain devoted and submissive. Although it may seem that Walpole is trying to degrade women by use of male domination, he is actually focusing on the importance of the female role in the derivation of male power.Manfred, the prince of Otranto is at a loss as his only son Conrad dies and there is no longer anyone to pass the royal blood to another generation. After this event takes place Manfred exemplifies his character as being engrossed with power. In an attempt to produce another heir to the thrown he is determined to divorce his wife and marry Isabella. â€Å"Hippolita is no longer my wife; I di vorce her from this hour. Too long has she cursed me by her unfruitfulness: my fate depends on having sons,-and this night I trust will give a new date to my hopes (25). While Manfred’s wife has been nothing but devoted to her husband and is filled with sorrow after she hears of his plans, he remains to lack sympathy or concerns for his wife’s desires. Isabella is also at left in a position without a voice of her own; she must marry Manfred. Against Manfred’s insistence that Isabella marry him, she flees to avoid marrying such a terrible man. While fleeing Manfred Isabella begins to discover how she can use her femininity in her own power. Her gentleness had never raised her an enemy, and conscious innocence made her hope that, unless sent by the prince’s order to seek her, his servants would rather assist than prevent her flight (28). † In many instances, characteristics of femininity are viewed as weaknesses to the female characters in the novel. In this instance, Isabella’s characteristics that are associated with her identity as a female are used in an opposing way.To be gentle and innocent may be deemed as weaknesses but in this circumstance she is able to use these traits advantageously to escape and overthrow the prince’s nonconsensual plans of marriage. Without the presence of Isabella the price is powerless, as he cannot produce an heir without her presence. Walpole enforces the idea that men receive their power from women and without the presence of women they are powerless. Again this idea is present when focused on the relationship between Matilda and her father Manfred.The father daughter relationship which they share is one in which Matilda is oppressed and is at a lack of affection. Manfred even displays directly to Matilda his dissatisfaction with her being his daughter and not his son. When Matilda arrives at his door to comfort him and aid in his grievances at the loss of his son, he exclaims, à ¢â‚¬Å"Begone, I do not want a daughter (23). † He continues to deny Matilda any affection or acknowledgement and eventually ends up murdering her mistakenly thinking she is Isabella. Meanwhile, it is discovered that the Theodore is the true prince and the one to produce an heir.If Matilda would have married Theodore it is more than likely that they would have conceived a child that would now be the heir. While Manfred never acknowledged Matilda until the time of her death, he now acknowledges that the prophecy is proven true; the lordship will not be passed from his present family but instead to its real owner. In the end Matilda was Manfred’s last hope in passing on the lordship. Matilda’s death marks Manfred’s complete fall from power, as the passing of the lordship to the next generation is now impossible.

Improving science literacy with hypermedia Essay

Methods Learning Design Architecture The four cornerstones of this Science learning and teaching design are goal-based and constructivist learning, simulation, computer-based creative learning environment, computer-based creative assessment, as well as the traditional lectures and tutorials. In the present research, the Discovery Channel â€Å"Pompeii: The Last Day† site was used as the hypermedia environment for investigating the science topic of Plate Tectonic Theory, first, and the impact of natural processes on human history (Pompeii), second. A few words need to be said about the structure of this hypermedia resource and its value for the current research. It is organized as the complex system of thematic hypermedia audio/video-packages accompanied by informational texts in written form. The structure of the site appears to be complex, so far as on the macrolevel it consists of the hypermedia sections: â€Å"What Happened Here? ,† the â€Å"Virtual Volcano† simulation, Pompeii Quiz, and Eruption Videos. Each macrounit, meanwhile, is designed as another macroentity. For example, the section â€Å"What Happened Here? † provides learners with different types of information on the theme of volcanic activity having erased ancient cities from the earth surface. The â€Å"Step Back in Time† slide-show is organized as a series (7 parts or pages) of the typed texts (â€Å"The Long, Deathly Silence,† â€Å"Herculaneum,† â€Å"Two Days in August,† â€Å"The Story of Lupercus,† â€Å"Pompeii: Part I,† â€Å"Pompeii: Part II,† and â€Å"The Story of Caius Julius Polybius† by Rossella Lorenzi). The â€Å"Ongoing Excavations,† or â€Å"Ongoing Archaeology† slide-show comprising 6 parts or pages (â€Å"Uncovering Pompeii,† â€Å"Bringing the Oldest Pompeii to Light,† â€Å"A Unique Glimpse,† â€Å"Herculaneum’s Lost Papyri,† â€Å"Lost Plays of Sophocles,† and â€Å"Multi-Spectral Imaging†) is analogous in structure to the â€Å"Step Back in Time† macrounit. Besides, within the same â€Å"What Happened Here? † macrosection, there is a â€Å"Pompeii’s Eyewitness Account† web documentary. The students listen to the text and watch the video accounting for Pliny the Younger’s story about the ancient Pompeii devastation. Whereas the aforedescribed macrounit explores the issues of human history in relating to natural catastrophes, the other macrosections concentrate on Plate Tectonics theory and scientific description of volcanoes as natural pressure valves. Under the umbrella of Volcanology, there are the hypermedia macrounits â€Å"Virtual Volcano† and of â€Å"Eruption Video. † The section â€Å"Virtual Volcano† consists in its turn of the Overview and the â€Å"Virtual volcano† simulation sections. The theme of the section is â€Å"Tectonic Plates and Volcanoes. † The Overview dwells on the Earth’s tectonic structure, volcano types (three subsections) and structure. The information is presented through both visual and textual form (typed text). In the macrounits of â€Å"Global Perspective† and â€Å"Virtual volcano† a specific type of hypermedia – symbolic simulation or microworld – introduces students to the details of tectonic structure and volcanic activity. Simulation is â€Å"a computer-based simulation of a work or decision-making environment† as a system (Sauer, Wastell, & Hockey, 2000, p. 46, qtd. in Gredler, 2004, p. 577). Whereas a â€Å"Global Perspective† is a genuine symbolic simulation of Earth with delineated plate boundaries and active volcanoes, the â€Å"Virtual volcano† section is an experiential simulation. This is an alliance of hypermedia and video images â€Å"to create a virtual experience for students who are fulfilling roles as researchers† (ibid. ). The macrounit seems to be designed to improve students’ comprehension of the theme by projecting the concepts from short-term to long-term memory, training topical vocabulary and operating knowledge in the goal-based settings. Six informational video packages within the section of â€Å"Eruption Video† train audition as well as visual comprehension. It also broadens students’ vocabulary with useful terms and present visual information on useful concepts (e. g. pyroclastic flow, lava flow, underwater volcano, etc. ). The informational section â€Å"Volcano news† provides learners with interesting facts on ancient and modern volcanic activity (as well as other scientific facts; there are 13 news pieces, 2 of which are corrupted). The hypermedia assessment tool is given in the form of the Pompeii Quiz. This is an interactive multiple-choice test â€Å"Would you survive after the eruption of Mount Vesuvius?. † To accomplish the test, a student must use knowledge having been gained during the research of the site. The Discovery Channel â€Å"Pompeii: The Last Day† site seems to be a useful hypermedia environment for investigating the topics of Plate Tectonic Theory and its impact on human history. First, students pick up useful concepts related to several branches of science (tectonics, Volcanology, history, archeology, etc. ). Second, they learn important vocabulary on the topics in the flow of constructivist and creative learning process. Due to the fact that the hypermedia environment is used for achieving the learning goals, the body of information is presented through various media (typed text, oral speech, graphics, videoimages, photographs, simulations) and organized flexibly. A learner is free to step from one macrounit to another being led by his/her personal background and motivation, return to the sections which are of most interest for him/her essentially and train comprehension skills in the Quiz as many times as (s)he needs. Finally, it refines students’ ICT skills while they use the World Wide Web to reach the site and proceed from page to page. Instruments To evaluate the effect of the hypermedia learning environment on students’ comprehension of Science (Plate Tectonics, Volcanology, History, Archeology), the researcher investigated each of the four â€Å"Pompeii: The Last Day† sections for the most significant scientific concepts to be utilized by students in the learning process. The search was done by qualitative linguistic analysis of the informational texts. The concepts were grouped into three main sections: geographical names, personal names and scientific terms and concepts (see Table 1 for the list). The students were assumed to learn those terms in the constructivist educational process through the hypermedia tools to incorporate them into their evaluation assignments as the evidence for their improved science reading and visual comprehension. Second, an end-of the week questionnaire was administered to the eight-graders in the Science Hypermedia class to find out feedback on their learning experience from using the hypermedia learning environment including time spent on independent research in the hypermedia environment (â€Å"Pompeii: The Last Day†) (see Tables 3, 4 and Figure 1). Third, Power Point presentations were used as creative evaluation instrument to check the learning outcomes of students’ comprehension. All the students were trained to create computer-based presentations by the given program. In an effort to guide and improve the learning of science concepts in the realms of Geology, History and Archeology with eight-graders in the middle school, a week study of the Topic â€Å"Plate Tectonic Theory and the Impact of Volcanic Activity on Human History† was designed as an action research experiment. From the point of view of settings and partly qualitative assessment of the outcomes of research on specific stages (e. g. students’ feedbacks), this study may also be called a case study, since only one science topic was investigated in regard to students’ comprehension and motivation. Two classes of eight-graders relatively equal in achievements and learning potential were invited to participate in educational experiment. However, there was no internal sampling conducted within each of the classes. All the students participated voluntarily and for no reward in grades or other. The goals of the present research were clarified to all the participants (N = 40). The total number of participants (N = 40) was invited to study the topic of Plate Tectonics and its impact on human history through different learning resources. The students of experiment group (n = 20) studied the topic in the hypermedia environment (a school computer laboratory equipped with Windows-based microcomputers and, optionally, at home), whereas the other group of students (control group, n = 20) did not use any hypermedia resources learning solely from printed textbooks and handouts as well as teacher’s oral instructions. To comment, the student of the experiment group received small portions of a teacher’s instruction while researching the hypermedia context. They were also assisted by a teacher in proceeding from one structural part of the site to the other in order to investigate the topic on each other’s individual pace. However, the general framework of scientific topic was introduced to a group of students. Thus, both group and individual types of instruction tool place in the research. One more thing to note, the studies in both the experiment and the control groups were conducted by one and the same teacher of a teaching style being familiar to the students from previous experience. After a week of studies, the students from both the groups designed Power Point presentations on the topic within the Hypermedia Evaluation Project in lieu of a formal examination. The assessment comprised: 45% on the subject comprehension (major concepts and direct conceptual links), 45% on utilizing Power Point hypermedia resources, and 10% on creativity. All the students (n = 40) were trained in using the Power Point program. Presentations were evaluated by three examiners. The point of degree between the evaluators was high (r = . 088).

Case Study Analysis Abc Company - 1500 Words

Case Study Analysis Case Study Analysis ABC, Inc., like many companies hires new employees to make the company better. As part of the hiring process at ABC, Inc. a campus recruiter is the person that is responsible for the hands on process of hiring new employees. The campus recruiter is responsible for the process of hiring, orientation, physicals, documents and drug screening to complete the new hire process successfully. ABC, Inc.’s new recruiter Carl Robbins has been on the job for six months. Carl recently hired fifteen new employees to work for Monica Carrolls, the Operations Manager. Carl has scheduled an orientation for the new hires to take place on June 15th. Carl plans to have the process completed and the new hires fully†¦show more content†¦When he finally checked on the availability of the space, he realized that it had been reserved the whole month of June. Carl now needs to find a new space to hold the new hire orientation. Again, Carl’s, poor planning has set him back. Did not inspect materials ahead of time When Carl hired the new hires, he failed to inspect the required manuals and booklets that were needed for orientation. Carl had from the time he was hired at the earliest to April 15 at the latest to inspect the information. Possible Solutions Poor Carl will benefit greatly from the OATS method. OATS stands for objectives, activities, time estimates and schedules. An objective is the first step in planning better time management. Once you have an objective then choose an activity to do in order to achieve the objective. Once Carl knows what he needs to do to achieve his objective he needs to set a time frame and schedule. Sometimes the objective may have to be done in steps or have different time frames. An example for Carl’s situation: Drug screens should be done first. Just in case a new hire doesn’t pass. Start the new hire paperwork and physicals. The latter two to be completed by X date. Carl was very frustrated with his situation. 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