Case Study Analysis #1 What is OUR Business? MSTM 6023: Strategic Planning Submitted by Mary McCarthy Jan 31‚ 2015 CASE OVERVIEW “What is OUR Business” is a management case by Peter Drucker (Drucker‚ 2009). The case closes with the Bill Callahan‚ founder of Callahan Associates‚ posing the title question to the company’s Executive Committee as they are unable to reach consensus on what direction to take to grow the existing business. Callahan Associates is a retail conglomerate consisting
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The Perfect Call Generator allows agents to deliver the best customer service experience by: * Being themselves * Following general guidelines‚ not verbatim scripts * Personalizing the call * Partnering with the customer The intent of the Perfect Call Generator is for agents to be smart‚ friendly‚ and fast to provide best-in-class customer support: Smart Agents use the information at their fingertips (e.g.‚ product configuration‚ customer tenure‚ and technical skill level) to anticipate
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Contents Part 1: Executive Summary 3 Part 2: Issues Identification 4 Part 3: Environmental & Root Cause Analysis 5 Part 4: Alternatives and Options 6 Part 5: Recommendations 8 Part 6: Implementation Plan 9 Part 7: Monitor and Control 10 Part 1: Executive Summary With 1988 operating income of $801 million on a revenue of $8.55 billion‚ American Airlines‚ Inc. (American)‚ principal subsidiary of Dallas/Fort Worth-based AMR Corporation‚ was the largest airline in the United States. At year-end 1988
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Case 2: Regional Airlines Case 2: Regional Airlines Case Introduction A+ for effort‚ Customer Service Pays for Itself In an extremely regulated and thus relatively uniform industry such as the commercial airline industry‚ the successful airline is the organization which sets itself apart from the competition. Within an industry that requires customer planning to interface with flight schedules and security measures‚ a major operational aspect which can aid an airline in gaining an edge on
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Continental Airlines Inc. Analysis Strategic Management Vision Statement Continental Airlines Inc. seeks to lead its industry in superior customer service‚ innovative technology‚ employee satisfaction‚ and environmental advances‚ at home and abroad. Mission Statement At Continental Airlines Inc.‚ we strive to obtain excellent customer service and satisfaction through technological advances in on-line bookings and e-ticket purchases. We have strict security measures to ensure our
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Executive Summary Piedmont Airlines recently invested over $1 million in state of the art equipment and employee development in order to forecast and analyze the appropriate amount of discounted fares to offer per flight. The company discovered that by offering several discounted flights to consumers willing to book their travel well in advance of their departure date left many options available for the business traveler who needed to book much closer to the actual departure date. The analysis
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CASE EXAM This case exam for the module ‘Principles of Marketing’ accounts for 70% of the final grade for this module (IBMMK108R1). The two multiple choice tests during the module account for 30% (15% per test). A CASE STUDY OF SINGAPORE AIRLINES EXECUTIVE SUMMARY As a former British Colony that gained full independence in 1965‚ Singapore was essentially forced to make do with its limited resources. This developed into a national obsession with achieving excellence without compromise and
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St Patricks College 2013 ‘An Inspector Calls’ Ms. Galvin Lindsay Kotmel Classical Literature Major – Due 01/05/2013 AN INSPECTOR CALLS BY J.B PRIESTLEY Good Evening Reading Group‚ I am Lindsay Kotmel and welcome to a seminar on ‘An Inspector Calls’ inclusion within the western canon. Some institutions such as schools‚ religion and the media determine what is considered ‘truth’ and ‘knowledge’ on a variety of issues‚ theories and concepts within society. Thus constructions arrived from culture
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Company Q The Achilles heel of most business is profit‚ the ability to keep up those margins and cut losses. Company Q’s bottom line was too shallow resulting in the closing of two stores. Both locations were in heavy metropolitan areas with high crime rates and poor neighborhoods. Such actions can have a ripple effect on the community‚ causing current issues to intensify while adding to unemployment. Poverty that already existed within the community will be more prevalent now. The increase
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PIN CODE VERIFICATION OF DAILY CALL REPORTS FOR THE MEDICAL REPRESENTATIVES OF GETZ PHARMA A PROJECT STUDY Submitted to the Faculty of the Computer Studies Department Cavite State University Imus-Campus Cavite City In partial fulfilment Of the requirements of the degree Bachelor of Science in Computer Science Madilyn Miraveles Mia Kathleen Del Pilar Keizha Monaliza Abigail Torres October 2012 CHAPTER 1 INTRODUCTION BACKGROUND OF THE STUDY Getz Brothers & Co was founded
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