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
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I. Introduction The January 2008 announcement by Motorola‚ Inc. that it might spin off its Mobile Devices division followed years of declining market share in the mobile phone industry. After the wild success of the company’s “RAZR” mobile phone in 2004-06‚ Motorola failed to retain market share as Apple’s iPhone claimed “must-have” status and traditional mobile phones became increasingly commoditized. Even with the Mobile Devices division’s recent poor performance‚ it is something of a shock
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everyone as individuals‚ as employees‚ customers and clients” (CIPD 2010a). The benefits of diverse workforce are immense. Since the primary purposes of an organisation are to survive and develop so that it continue to provide the best possible service for its public or provide the highest return to its shareholders‚ in order to achieve this‚ the organisation needs a knowledgeable and competent workforce. It is a huge advantage if organisation has access to a diverse workforce as this means they
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‘Customer service has become a lost art in our society.’ (Zimmerer and Scarborough‚ 2005). According to (Zimmerer and Scarborough‚ 2005) many companies today are rediscovering the fact that customer service is an essential part of doing business. Providing incomparable service and not necessarily low prices is one of the most effective ways to attract and maintain a growing customer base. According to (Robbins and Judge‚ 2007) most organizations today are trying to create a customer responsive culture
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Challenges Associated with the Service Communications Strategy 1. Intangibility and inseparability present special challenges. First‚ services are often consumed as a shared experience with “other customers‚” mistargeted communications may result unanticipated consequence. Two diverse target markets must respond differently to the same communication at the same time. Service managers should also be aware that the firm’s communications are interpreted as explicit service promises that consumers use
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help me to be a more successful person as an employee‚ friend‚ spouse‚ parent‚ neighbor and citizen. 3.Think of the last time you heard information from the media that later proved to be untrue. What was this information about? What are some strategies that we can use to more carefully assess the information we receive from the media? About 2 weeks ago‚ I heard that rapper Memphis Bleek was arrested for claiming Jay-Z baby
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2013 I have been asked by the company CIO to determine if Web Analytics is a strategy the company should pursue. I shall first provide information about what Web Analytics is. Then‚ I shall analyze how is can be used to improve a business. Finally‚ I shall provide my recommendation regarding using Web Analytics for our company—in answer of the CIO’s question. What is Web Analytics and how can it be used to improve a business? Web analytics is the measurement‚ collection‚ analysis‚ and reporting
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narrow down with examples on the study‚ a world-class cooperation has been selected to be the topic of discussion‚ Google Inc. TABLE OF CONTENTS | | Page | ABSTRACT | | i | TABLE OF CONTENTS | | ii | LIST OF FIGURES | | iv | | | | | | | 1.0 COMPANY PROFILE | | 1 | | | | 2.0. INTRODUCTION TO INTERNATIONAL BUSINESS IN GOOGLE INC. | | | 2.1 Globalization of the world economy | | 5 | 2.2 Debates on Globalization | | 6 | 2.3 Motives for going
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IJCA Special Issue on “Wireless Information Networks & Business Information System” WINBIS‚ 2011 Web Services and e-Shopping Decisions: A Study on Malaysian e-Consumer Arasu Raman Faculty of Business and Accountancy INTI International University Putra Nilai‚ Malaysia Viswanathan Annamalai Information System Office INTI International University Putra Nilai‚ Malaysia ABSTRACT The trend of the new world starts with online purchasing that caters today‟s modern business and technological world. Econsumers
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unable to continue to develop and sell innovative new products with attractive gross margins‚ its results of operations may be materially adversely affected by its operating costs structure. Apple has also been lacking in their business marketing strategies and distribution networks. With regards to the personal computer industry‚ the familiarity of the Apple software is not there. The original goal of teaching on an apple computer has been over shadowed by Microsoft. Education is now geared toward
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