Case 3 Continental Can Company of Canada‚ Ltd. Teaching Notes Copyright © Gareth R. Jones 1994 Synopsis The case allows an in-depth analysis of a mechanistic structure and allows students to apply theorganizational theory concepts from Chapters 4‚ 5‚ and 6. It should be used after Chapter 6‚ and the TRWSystems case should follow (a two-class sequence) to illustrate the workings of an organic matrixstructure. This sequence exposes the meaning and significance of the mechanistic-organic distinction
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HOW TO TALK TO THE CUSTOMER OVER THE PHONE Customer service in the telemarketing industry is primarily imparted through the phone. Hence‚ customer agents should first and foremost possess the right phone skills as part of their customer service. Hereunder are some tips to improve an agents phone skills. Greet. A call starts and ends with a greeting. Unlike in ordinary phone calls when a "hello" is traditionally used to start the call at the receiving end‚ customer phone calls should be given
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EFFECT OF SUPPLY CHAIN MANAGEMENT ON CUSTOMER SATISFACTION Supply chain management typically establishes the process of planning‚ sourcing‚ procuring and controlling the movement of the raw material to finished goods right from the hands of the suppliers into the lap of the customers. These activities can be seen as originating from an order of the customer to the delivery of the products which will interconnect various stakeholders from customer to retailer to distributer & wholesaler to
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SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS Filipa Fonseca1) Sofia Pinto1) Carlos Brito2) 1) Faculty of Economics and Management‚ Catholic University of Portugal‚ Portugal 2) Faculty of Economics‚ University of Porto‚ Portugal Abstract: The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction in a public transport
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answer‚ you could include the following:- • A description (or a definition from a reputable source) of market research • Identification of the role and importance of market research • Evaluation of quantitative research technique(s) • Evaluation of qualitative research technique(s) In answering this question‚ you will have covered the following assessment criterion: 2.1 Evaluate different types of market research techniques Q2.2 Explain how secondary sources of data can be used
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How can leaders motivate staff in order to improve productivity and job satisfaction? The purpose of this essay is to highlight the use of management theories in relation to productivity and job satisfaction. This essay shall discuss how leaders can motivate employees in order to improve the overall productivity and job satisfaction. I will be looking at theories in relation to how they are categorised‚ also how different management theories can be implemented by a leader. The essay will analyse
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Peace could possibly be achieved if all people on Earth became non-judgmental towards each other and accepted each other as equals. In addition‚ everyone’s spiritual beliefs‚ their faith‚ should be respected‚ whether they choose to believe in a higher power‚ or not. Believing in a higher power‚ in itself‚ does not guarantee peace because more people have been murdered in the name of God than for any other reason in all of historyPeace is a state of harmony characterized by the lack of violent conflict
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Question Discuss critically on how to create sustainable competitive advantage through Strategic Management When a certain company or organization wants to possess sustainable competitive advantage in the product or services‚ first of all the company must focus on the core competencies. Core competencies is the things you can do better than your competitors in the critical‚ central areas of the company where the most value is added to company;s products. If a core competencies yields a long term
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want to discuss how the behavior of implicit prejudices is developed. When I was young‚ my parents always stressed the fact that the students who study hard and get good grades grow to be great people; whatever the cases are (being rich‚ famous‚ and honorable‚ etc.) Moreover‚ most of the television programs showed us good-looking boys‚ attractive ladies‚ and well-shaped men. Friends have tended to be nicer to those who are handsome‚ smart‚ athletic‚ or rich. The factors listed above can be categorized
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ABSTRACT This study on “CUSTOMER SATISFACTION TOWARDS ONLINE BANKING “ is designed to analyze existing customers of the bank and study their satisfaction level for the online banking service of the bank. A questionnaire was designed for the study in order to assess customer satisfaction at INDIAN OVERSEAS BANK. A total of 100 employees were surveyed. Questions pertaining to safety and comfort‚ online banking facilities‚ online transactions and overall satisfaction level were formulated. The
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