CUSTOMER SERVICE EXCELLENCE Today’s customers are more aware and empowered‚ and have more bargaining power due to the exponential increase in competition – direct‚ indirect or substitute. In retailing‚ they want hassle-free shopping‚ have less time at their disposal to locate the shop and the merchandise and are reluctant to keep waiting. The modern format retail stores are doing their best to anticipate the customer’s demands and are going all out to redesign their store interiors‚ offer more
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Total quality management (TQM) is an integrative philosophy of management for continuous improvement of the quality of products and process. It is a management approach to long–term success through customer satisfaction. In a TQM effort‚ all members of an organization participate in improving processes‚ products‚ services‚ and the culture in which they work. The methods for implementing this approach come from the teachings of such quality leaders as Philip B. Crosby‚ W. Edwards Deming‚ Armand V
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Mining Excellence at Redmond Minerals HR Management Foundations HRM 500 Mining Excellence at Redmond Minerals The HRM practices that Redmond Minerals needed to change to the support the new strategy within their company was to first recognize the importance of their company personnel and create a strategy that will eliminate fear and promote growth within the company at all positions. The HR department now must attain and evaluate each employee contributions to the company on a scale
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Case Study 3: Implementing TQM for an institution Chennai is famous for housing many prestigious and old colleges. SS College situated in the suburbs of Chennai‚ recently celebrated 50th anniversary. It offers BE degree programme in eight different descriptions. About 4000 students are studying in the college. The principal of the college is in the verge of retirement. He has served the college for 35 years. The teaching staff strength is 55; in addition 25 non-teaching staff are also working. Most
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Evaluating of “In Search of Excellence ” 1. In my opinion research which was made by Tom Peters and Robert Waterman upon which was written book Search of excellence was not objective. Main reasons why I claim this research was not objective is that Peters and Waterman: - Found 72 firms which appeared to be excellent. There is no mention about method which was used in selection of these firms and there are not determined criteria. I would suggest that they should set up some general criteria and
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These companies worked not only towards a continuous improvement of quality of products but also towards better marketing and sales strategies to improve corporate productivity. TQM requires unwavering organizational commitment‚ substantial time and effort‚ and drastic changes in the organizational culture and business practices‚ it is important for companies to clearly understand what it takes to succeed and achieve high performance. This research intends to show how total quality management
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BUSINESS PROCESS INTEGRATION IN MARITIME FLEET MANAGEMENT (Generic analysis of a large fleet management and recommendation) Initial assessment of the maritime sector in general In the maritime sector there are several IT companies offering a wide variety of software packages supporting business processes specific to fleet management. The aim is to ease the management decision making process and help the ship’s crew with their tasks. The most common applications include voyage planning‚ spares
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January 2012 “Ensuring Project Life Cycle Success through Integration and Alignment” Integration and alignment between the project team and the owner’s organization is fundamental to project success. Too often large‚ complex projects take on an independent identity without developing alliances and relationships with the rest of the business organization and key suppliers. The reach of project controls and information is biased towards the immediate project environment without the means
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What is integration? What is integration? Thomas Gulledge George Mason University‚ Fairfax‚ Virginia‚ USA Abstract 5 Purpose – This paper aims to provide a clarification of the meaning of the term integration. Design/methodology/approach – A taxonomy of integration definitions derived from the academic and trade literature is developed‚ analyzed‚ and documented. Findings – Integration is a word that is commonly used when discussing enterprise applications. The term integration is inserted
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Introduction The study of HRM evolves from the personnel management since from the industrial revolution age. During that time two types of perspectives are widely prevalent one is Pluralist and the other is Unitarist. There lies a significant difference between the two. As per Pluralist a multinational organization basically consists of large no. of subgroups where loyalty lies in each subgroup‚ whereas as per Unitarist it is a single entity which flourishes in harmony. In pluralist‚ the two
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