THE GAP MODEL OF SERVICE QUALITY Service Quality Quality of the service is the degree of conformance of all the relevant features and characteristics of service to all the aspects of the consumers’ needs limited by the price and delivery s/he will accept. Quality can be viewed from two perspectives: Internal quality specifications based on conformance to based on customer-perceived External quality quality Importance Of Quality For Service Marketers Gain competitive
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Business Card Etiquette: A Must Master Have you ever experienced how mortifying it is when you’re asked for a business card and you don’t have any? Either you forgot to bring one or run out of business cards‚ this incident is embarrassing both to the asker and to the one being asked for. Habitually forgetting the business cards is the most famous neglect that someone makes when it comes to business card etiquette. In the business world it is important to always remember the business card etiquette
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Case Study Questions 1: How do the IT investment strategies and focus of FedEx and its main competitor UPS differ? Which Company has the better strategy? Why? The chief information officer of FedEx‚ Rob Carter states that the IT investment strategies are customer based technologies. FedEx focuses less on operational technology and more on revenue-generating‚ customer satisfaction‚ and strategic advantage technology (O’Brien 43). UPS is a much larger company that focuses on operations and
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volatile oil prices Economic slowdown Fluctuations in exchange rate labor issues E-substitutions competition 1b. Describe UPS business environment UPS main competitors • 1.United States Postal Service 2.Deutsche Post 3.FedEx • 4.Canada Post 5. DHL 2.UPS strategy for online business and its business model HISTORY of IT DEVELOPMENT: From 1986‚ while Oz Nelson became CEO‚ he pushed the firm to invest heavily in IT to develop the capability not just to track packages but to offer a wide range
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Kim VanDeven FedEx Corporation Case Summary: Federal Express is a delivery service company‚ founded by Frederick W. Smith in 1973. While at Yale‚ he had a vision of an overnight delivery service designed to transport business packages globally. He found investors willing to contribute $90 million dollars‚ making it the largest company ever funded by a venture capital. Smith turned FedEx into a global shipping power. Key Service Marketing Issues: Customers/ Services: FedEx
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Kohinoor Mills Limited Submitted By: Faisal Qaiser Shehzad Section: C Instructor: Sumaira Sajjad Lahore School of Economics Working capital is a financial measurement that shows the amount of operating liquidity available to a business. The working capital of KML was a positive 598649621 showing that the business had plenty of current assets available to it in order to meet its current obligations. It remained negative from FY09-FY11 after which things started to get better and the working capital
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[pic] DELL SCM : A CASE STUDY Background (General Facts) 1. Dell is a computer corporation recognized for manufacturing computer systems through parts assemble. In 1983‚ Michael Dell saw an opportunity in using IBM compatible computers for a new assembly line that can be sold to local businesses. The idea as explained by Michael Dell‚ in one of his interview‚ is that in the early days of computers’ manufacturing‚ companies had to be able to produce every part of the system. As the industry matured
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38 SUPPLY CHAIN – STRATEGY INFRASTRUCTURE UPDATE The Triple-A Supply Chain revisited Hau Lee’s highly acclaimed seminal article2 on “The Triple-A Supply Chain” has now been out in the domain for four years‚ during which time our understanding of how supply chains work has increased exponentially. So high time we re-visited the ideas in that article and added some refinements By Dr John Gattorna‚ author and supply chain thought leader1 ee gives many interesting examples to support his
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MECHANISTIC ORGANIZATIONS Metaphors create a method of thinking‚ it compares items of deferent characteristic showing similarities but not differences‚ recently shadow chancellor George Osborne criticising Gordon Brown‚ he said ’Gordon is a man with an overdraft‚ not a plan’ (Metro‚ October 28‚ 2008). Here we can see that the word overdraft is used to describe some of the present characteristics of Gordon Brown in relation to spending. Various metaphors have been used by different writers to
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University of the Philippines Operations M anagement MBA Mid-term Exam Mandhyan‚ Ash (2009-78585) Professor Erwin A. Raya Phd. Case 1. Natural Designs‚ Inc. Questions & Answers: 1. What types of decisions must Jim McMaster make on a daily basis for Natural Designs to run smoothly? What kind of decisions must he make on a long-term basis? a. b. On a daily basis‚ Jim must analyse their available supply and anticipate demand and manage sales in order to balance demands for goods to available supply
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