Realigning Service Operations Strategy at DHL Express Tim Coltman University of Wollongong – Centre for Business Service Science‚ Wollongong‚ New South Wales 2522‚ Australia tcoltman@uow.edu.au John Gattorna Macquarie University – Macquarie Graduate School of Management 2000‚ New South Wales‚ Australia‚ john@johngattorna.com Stuart Whiting DHL - Express Global Head Office‚ Bonn‚ Germany‚ Stuart.Whiting@dhl.com This paper describes the approach that DHL used to respond to aggressive revenue
Premium Service system
for their product that was not freely available. For example‚ most people have to order their iPhone 4s’s ahead of time‚ because the product is scarce. Scarcity also brings out rationing‚ which in this case the people who have extra money for an Apple product are normally the people that will get this product first. People also have a choice to select one product over another. Some of these people are waiting in this store because they have made the choice of selecting this Apple product over another
Premium Apple Inc. Supply and demand Apple Store
Chapter Sixteen; Strategic Launch Planning The firm should think of product commercialization in two sets of decisions: 1. Strategic Launch Decisions a. Strategic platform decisions (overall tones and directions) b. Strategic action decisions (define to whom we are going to sell and how) 2. Tactical Launch Decisions a. Marketing mix decisions such as communication‚ promotion‚ distribution‚ pricing‚ etc. b. Strategic givens (already established; difficult or costly to change
Premium Brand management Marketing Brand
order to critically reflect on the statement “Management of the employee/ customer interaction presents a challenge to the manager of a service operation that is absent in the field of production/manufacturing” (Yeoman‚ 2004)” it is necessary to understand what customer interaction is. Heskett‚ Sasser and Hart (1990) define how at the heart of the service is the service exchange – when the customer comes in direct contact with the business employees and whilst Muhlemann‚ Oakland and Lockyer (1992) agree
Premium Customer service Business Sales
The Product OBJECTIVES: * Definition of Product * Product Concept * What is Branding Packaging and Labeling What is Product? A product is anything offered for sale by a firm to buyers to satisfy their wants and needs. Products may take any of the following forms: * A physical object like a toy or a kilo of pork * A service like a Ferris wheel ride or a dental check-up * A place like London or Boracay * An organization like the Knights of Columbus or the Philippine
Premium Brand management Brand Trademark
Segmentation When entering a market‚ an organisation needs to identify its customers and what its customer needs are. A business can’t go into a market with a product and expect to sell it‚ because the demand for the product may not be there. It is important for the business to plan thoroughly before entering a market and understand the diverse nature of a market. For example‚ a market may have large range of consumers who have different tastes‚ preference and needs. So this is where the concept
Premium Marketing
ADRC-TAE Issue Brief February 2007 Private Industry Lessons: Branding Concepts and Strategies for the Social Service Sector Prepared by: Gilbert Thompson The Lewin Group thanks Catherine Adams Hunt‚ Marketing Specialist at Iowa State University Extension‚ for her thoughtful review and contributions. INTRODUCTION The Aging and Disability Resource Centers (ADRC) initiative is designed to serve as a “single point” of entry to public long-term care support programs‚ benefits and resources. Its national
Premium Brand Marketing Branding
4.3.5 Strategies to match product uncertainty As described in the previous sections uncertainty can have a huge impact on supply chain processes and its performance. Lee brought Fishers and his findings together and developed a framework that provides four strategies which considers uncertainties on demand and supply side (Lee‚ 2002): Figure 1: Product uncertainty (Source: Lee‚ 2002) For products with low demand and low supply uncertainties companies should focus on improving the efficiency
Premium Strategic management Management Marketing
Markets its Products and Services Grace Little Jones International University/ BBA101 How the Coca-Cola Company Markets its Products and Services In general‚ Coca-Cola beverages are for all consumers; however‚ there are some brands that target specific consumers. The target market has been defined as multi-cultural youth of age 13 - 24. The Coca-Cola Company ’s people say "Coca-Cola Company will target multi cultural youth by identifying common youth struggles and positioning Coca-Cola as
Premium Coca-Cola
BRAND AND BRAND POSITIONING INDONESIAN BRANDS 2 II TABLE OF CONTENTS Introduction Approach 1 Brand.......................................................................................................................................................... 5 2 Brand positioning ................................................................................................................................. 6 3 The Brand Steering Wheel..........................................
Premium Brand Brand management Marketing