the first call‚ and resolve the remaining 10% problems in one day with a follow-up call. All these can increase clients’ satisfaction and reduce the lapse rate. Secondly‚ CCC could help agents of the CUP. The CCC is staffed 24 hours a day‚ 7 days a week‚ which can make sure someone is always available to customers. As a result it could be a backup for the agent when customers can not connect to their agent at night or weekend. Moreover‚ CCC informs all its communication with customers to the agents
Premium Customer service Customer Sales
Case Study # 3: Carter Cleaning‚ pp. 222-223 2 Abstract The format and form in which a job description should appear varies in semblance. There is no set format in which a job description should appear‚ however with technology ever increasing and the many changes in the way an organization completes a job analysis‚ long gone are the days of compiling a list of duties for positions that are forever changing. It is within the job specifications where an organization can show what human traits
Premium Employment Identity theft Recruitment
Running Head: A MATTER OF PRIORITIES Incident 1: A Matter of Priorities MGT-331: Management of Human Resources Professor Bettis Katie Farrier March 24‚ 2015 A Matter of Priorities Case Analysis Background Sheila Stephens‚ production manager at Thompson Manufacturing‚ interviews potential candidates for open positions at their firm. After conducting the interviews‚ she has the final authority to make the appropriate selection. The human resource manager‚ Pete Peterson‚ does the initial
Premium Human resources Human resource management
CASE CONTEXT Rendell Company is experiencing some difficulties in implementing its modern control techniques due to the irking relationship between the divisional controller and the corporate controller. This is mainly because the loyalty of the divisional controllers rest with the divisional managers. Because of this current set-up‚ Mr Bevins believes that information regarding the divisions’ performance are not reported accurately and biased. .Mr. Bevins is interested if applying a control organization
Premium Control theory Management Control engineering
Case 3: Vietnam: Questions: 1) Does Vietnam represent an attractive investment opportunity? A: Yes‚ does it. Vietnam is the 12th most populous nation in the world. Its economy rapidly grows and substantial inbound foreign direct investment. Then‚ there is an ongoing series of liberalizing economic reforms. Plentiful‚ well educated and low-cost labor force. 2) Is it too late for U.S. companies to enter Vietnam? A: NO‚ it won’t too late. There are several reasons: 1. Government encourages foreign
Premium Investment Foreign direct investment Macroeconomics
Case study 3 Lafarge-Aget Heracles Case a. Use Exhibits H and I‚ estimate and evaluate ratios for ROI‚ Profitability‚ liquidity‚ and financial strength. ROI is 5.18 in 2003 and 5.42 in 2004. It is slightly increase. The investment gains high profit to investment cost. Compared to 2003‚ the net income also growth 4.6 percent in 2004 since the mainly part is interest deduction. The sale revenue decreases 3‚344 EURO‚ but the cost has a higher reduction by 4‚400 EURO. Thus‚ its profitability essentially
Premium Capacity utilization Profit Revenue
Week 2: Assignment from the Textbook Ex. 20.1 Listed below are nine technical accounting terms introduced in this chapter: Variable costs Relevant range Contribution margin Break-even point Fixed costs Semivariable costs Economies of scale Sales mix Unit contribution margin Each of the following statements may (or may not) describe one of these technical terms. For each statement‚ indicate the accounting
Premium Costs Variable cost Cost
Week 3: Case Study September 13‚ 2014 Chapter 3 1. Which barriers to listening described in Chapter 3 might make it difficult for Mark and Kate to hear one another’s perspectives when they meet to discuss the situation? Listening is very important in communication. This is the key to effective communication. Listening effectively is one’s ability to fully understand and interpret messages sent by the speaker. In Mark and Kate’s situation‚ there are listening barriers that prevent and make it
Premium Hearing The Speaker Perception
HRM Incident 3: The Controversial Job David Rhine‚ compensation manager for Farrington Lingerie Company‚ was generally relaxed and good-natured. Although he was a no-nonsense‚ competent executive‚ David was one of the most popular managers in the company. This Friday morning‚ however‚ David was not his usual self. As chairperson of the company’s job evaluation committee‚ he had called a late morning meeting at which several jobs were to be considered for reevaluation. The jobs had already been
Premium Management Employment Organization
Decision Making Case Study Nadine Ranger Week 3 HCS/514 August 23‚ 2010 Sara Brown Decision-Making Case Study Effective decision-making is a major component in managing an organization‚ resources‚ and staff members. Managers make important decisions daily that affect the operations‚ quality‚ and success of their organization. Instituting evidence informed decision-making is a growing concept among health care organizations‚ but managers face
Premium Decision making Decision theory Decision engineering