Morgan Stanley
Table of Contents
People 3 Employees 3 Achievements and Rewards 4 Training and Teamwork 5 Recruiting 5 Motivation and Work Life 5 Customers 6 Customers and Society 6
Service Delivery Processes 7 Process Complexity 8 Levels of Financial Services 10 Level of Service Customization 10 Internal Support Processes 11 Customer Involvement 12
What is Physical Evidence? 13 Physical Tangible Evidence 13 Facilities 13 Office Layout 14 Ambience 15 Technology Integration 15 Implementation of On Line Services 16 Implementation of Informational Enterprise Services 17
Conclusion 18
References¬ 19 MORGAN STANLEY:
SERVICES MARKETING
”Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments, institutions and individuals from more than 600 offices in 33 countries.” (Anonymous, 2007) Morgan Stanley is known world-wide and has been growing tremendously. As of 2007, with a work force of 48,256, it had total sales revenue of $85,328.00 and was ranked #20 in Fortune 500 (Morgan Stanley, Hoovers, 2008).
People
In the field of services marketing, People, as a category of the service mix, is defined as: “All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.” (Zeithaml, Bitner & Gremler, 2006, p.26)
Employees
Morgan Stanley values difference and embraces diversity. Their basic commitment is, “diversity permeates all levels of organization and the core to our diversity strategy is our endorsement of Firm-wide employee networks and our Disability
People 3 Employees 3 Achievements and Rewards 4 Training and Teamwork 5 Recruiting 5 Motivation and Work Life 5 Customers 6 Customers and Society 6
Service Delivery Processes 7 Process Complexity 8 Levels of Financial Services 10 Level of Service Customization 10 Internal Support Processes 11 Customer Involvement 12
What is Physical Evidence? 13 Physical Tangible Evidence 13 Facilities 13 Office Layout 14 Ambience 15 Technology Integration 15 Implementation of On Line Services 16 Implementation of Informational Enterprise Services 17
Conclusion 18
References¬ 19 MORGAN STANLEY:
SERVICES MARKETING
”Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments, institutions and individuals from more than 600 offices in 33 countries.” (Anonymous, 2007) Morgan Stanley is known world-wide and has been growing tremendously. As of 2007, with a work force of 48,256, it had total sales revenue of $85,328.00 and was ranked #20 in Fortune 500 (Morgan Stanley, Hoovers, 2008).
People
In the field of services marketing, People, as a category of the service mix, is defined as: “All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.” (Zeithaml, Bitner & Gremler, 2006, p.26)
Employees
Morgan Stanley values difference and embraces diversity. Their basic commitment is, “diversity permeates all levels of organization and the core to our diversity strategy is our endorsement of Firm-wide employee networks and our Disability
References: Anonymous (2007, December 19). “Morgan Stanley Reports Fourth Quarter and Full Year Results.”Business Wire, p. 1. Retrieved March 29, 2008, from ProQuest database (Document ID: 1401371621). Crm2day online (2004) EMC Online (2008). Retrieved April 4, 2008, from http://www.emc.com/about/news/press/2008/20080219_03.htm Employee Engagement Networks.” (2008) “Financial Planning: Let Financial Planning Help You Reach Your Goals.” (2008). Morgan Stanley Website. Retrieved April 5, 2008, from http://www.morganstanleyindividual.com/planning/financialplanning/ Find Articles Online (1999) Fuchs, M. (2003). In Business; Wall Street North Retrieved April 7, 2008, from http://query.nytimes.com/gst/fullpage.html?res=9500EEDE153BF93AA35751C0A9659C8B63 Hoovers.com (2008) “Learning and Development” (2008). Morgan Stanley. Retrieved April 15, 2008, from http://www.morganstanleycard.co.uk/uk/data/careers/learning.html Morgan Stanley (2007, Sept “Morgan Stanley.” (2008). Retrieved on April 15, 2008 from http://www.hoovers.com/morgan-stanley/--ID__15970--/free-co-factsheet.xhtml “Morgan Stanley Dean Witter Online Opens High-Tech CallCenter.” (1999, Dec “Operations” (n.d.). Morgan Stanley Profile: Challenge. Retrieved April 5, 2008, from http://www.jobpilot.hu/profile/cegek/morganstanley/ “Our Statement of Commitment to Investors.” (2008) “Premier 100: Morgan Stanley gets closer to customers with CRM.” (2008). Computerworld. Retrieved April 15, 2008, from http://www.computerworld.com/softwaretopics/crm/story/0,10801,78821,00.html “Recruitment” (2008) “Your Financial Advisor” (2008). Morgan Stanley Website. Retrieved April 3, 2008, from http://www.morganstanleyindividual.com/customerservice/yourfa/ Zeithaml, V