At the beginning of the 21st century the forms of change within organisations have been innovatory and a widespread conviction has arisen as to the revolutionary nature to such changes as a sign of the times‚ (Pettigrew & Massini‚ 2003). While Tushman & O’Reilly III (1996) argue that the industry level of studies has not been helpful in illustrating the path of organisation’s change‚ Greiner (1972) outlines a corporate growth model in order to provide a useful framework in understanding organisational
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Customer service is vital in today business industry. Customer service‚ by definition‚ is about serving people; it should be genuine‚ personalised and compassionate. They are a valuable resource to business because their feedback helps to shape and improve the business. Our aim is to ensure that the customer feels good but as well as having a memorable experience. This can be achieved by providing and delivering a professional‚ helpful‚ high quality service and assistance before‚ during and after
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project: In the elevators industry‚ the Otis brand stood for technological leadership‚ reliability and quality. The industry was very competitive and had many manufacturers but Otis was the leader in the sales and service markets. The sales market was cyclical and the service market was stable. In 1981‚ North American Operations‚ Otis’ second largest division‚ investigated the feasibility of using IT to establish a centralized customer service department to accept customer requests for maintenance
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Review Question 1. Service personnel must be aware of the degree of social distance desired by their customers. Explain 2. As a restaurant manager‚ your attention is called by a server to a booth of four men who are talking loudly‚ using profanity‚ and appear to be belligerent. 3. Your restaurant is located near a high school.Recently‚ several of the students who are patrons have been throwing ice and wadded paper napkins at each other. What should you do? 4. Eye contact is particularly
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Management College 18th KM BANNERGHATTA ROAD BANGALORE-560083 DECLARATION BY THE STUDENT This is to state that the training of report titled "An organizational study on Associated Cement Company limited" is based on the original work carried out by me under the supervisor of my project guide: MR.M.A SURESH KUMAR towards the partial fulfilment of requirement for the MBA programme of the Bangalore University this report has not been submitted to any other University or Institution for the award of any
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Thesis Statement: This essay will attempt to illustrate the importance of communication in organisations as well as barriers that cause problems for communication. Communication and organisation are two very essential elements of business structure. Each one cannot operate without the other. Organisation is a purposeful structure within a social context that controls its own performance and pursues collective goals. An organisation is defined by the element that is a part of it‚ its Communication
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Unit 205 Schools as Organisations 1.1. Identify the main types of state and independent schools. There are four types of mainstream state schools – these are funded by the local authorities which are maintained schools and follow the National Curriculum:- Community schools Foundation and trust schools Voluntary schools Speciality schools Independent schools Academies 1.2 Describe the characteristics of the different types of schools in relation to educational stage(s) and school governance Schools
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Talent Planning within an Organisation Recruitment refers to the process of attracting‚ screening‚ and selecting a capable person for a specific job. This short report will look at factors which may affect recruitment within an organisation‚ different recruitment and selection methods‚ workforce diversity and the induction process. When attracting talent the approach of organisations can differ entirely depending on certain issues such as: Funding – this controls all aspects of advertising
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communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. Situation Methods of communication 1. The porridge that a guest has ordered is not available. Verbal. The best approach in this situation is to speak to the guest face to face and apologise whilst explaining why the porridge is unavailable. 2. A customer has been spoken
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...................................................3 • Service and Technology • Service Quality • Service Middleman • Service Management • Service Design & Blueprint • Service Development Issues • New service development.....................................................................................4 • Security and Safety issues....................................................................................5 • Service Innovation........................................
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