UPS in 2006 Customer Service and CRM Initiatives Case study Reference no 506-163-1 This case was written by Mridu Verma‚ under the direction of Kaushik Mukerjee‚ ICFAI Business School‚ Pune. It is intended to be used as the basis for class discussion rather than to illustrate either effective or ineffective handling of a management situation. The case was compiled from published sources. © 2006‚ ICFAI Business School‚ Pune. No part of this publication may be copied‚ stored‚ transmitted
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THEORETICAL FRAMEWORK OF DISTRIBUTION SYSTEM AND DISTRIBUTION CHANNEL MANAGEMENT 1.1 Overview about distribution and distribution channel 1.2.1 Concept‚ roles and purpose of distribution 1.2.2.1 Distribution Distribution is the process of making a product or service available in the right quantities and locations when customers want them‚ using direct means‚ or using indirect means with intermediaries. (Willam D. Perreault) It’s a movement of goods and services from source through
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Customers are attracted to a business by many factors but the most important ones are product value‚ product suitability‚ and product function. The factors here that apply to McDonalds are mostly product value and maybe product suitability. Customers are bothered about how much McDonalds charge them for the burgers‚ because if McDonalds charge too high then people would not be attracted to McDonalds. E.g. a burger for $4. However‚ on contrast if you charge too low then people would think your product
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Performance Measures 1. Measuring and improving performance 1.1 Performance measurement The activity of measuring and assessing the various aspects of a process or whole operation’s performance. Performance here is defined as the degree to which an operation fulfils the five performance objectives at any point in time‚ in order to satisfy its customers. A polar diagram can be used to see how well the 5 dimensions of performance of the operation meet requirements of the market. It is unlikely
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STARBUCKS: DELIVERING CUSTOMER SERVICE Background Case P.1 According to their data‚ Starbucks are not always meeting our customers’ expectations in the area of customer satisfaction. They came up with a plan to invest an additional $40 million annually in the company’s 4‚500 stores‚ which would allow each store to add the equivalent of 20 hours of labor a week. The idea is to improve speed of service and thereby increase customer satisfaction. P.1 Day‚ Starbucks’ senior vice president of
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cinema. With the company’s experience over 20 years‚ PT. Nusantara Sejahtera Raya certainly understands what its customers want. High efficiency and effectiveness for people during this era of all mobile must crave a thought and practical action. For the PT. Nusantara Sejahtera Raya not only sells just the quality of films but also keeps up with technology to provide better service in the future. 1.2. Situation Analysis These days‚ watch a movie has become a lifestyle for people who
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Introduction The PepsiCo challenge is to keep up with archrival The Coca-Cola Company never ends for the world’s soft-drink maker. PepsiCo’s soft drinks (including Pepsi‚ Mountain Dew‚ and Slice) make up about one-quarter of its sales. (Bottling operations are run independently). Pepsi Co also owns Frito-Lay‚ the world’s number 1 maker of snacks such as corn chips (Doritos‚ Fritos) and potato chips (Lay’s‚ Ruffles‚ WOW!). PepsiCo sells its Gatorade sports drink and Tropicana orange juice brands through
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AO4 Planning Customer Service Standards Planning customer service standards is important for both the company and the customer as it ensures that the service received is consistent throughout the company. It is important to show consistency throughout the company as it ensures that everybody knows the standard of the service to be given and prevents poor customer service from being carried out which can affect the company. Another reason why it is important to set customer service standards is
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| |COURSE CODE : CSCI14 | |COURSE TITLE : SYSTEM ANALYSIS AND DESIGN | |COURSE PREREQUISITE : CSCI04 | |COURSE TYPE
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Design of Production Systems W H AT D O E S P R O D U C T A N D S E R V I C E D E S I G N D O ? 1. Translate customer wants and needs into product and service requirements. (marketing) 2. Refine existing products and services. (marketing) 3. Develop new products and/or services. (marketing‚ operations) 4. Formulate quality goals. (quality assurance‚ operations) 5. Formulate cost target. (accounting) 6. Construct and test prototypes. (marketing‚ operations) 7. Document specifications
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