Question Bank - Service sector Management 10 mks- 1) 7 Ps of Banking‚ Insurance‚ Tourism‚ Hospital and Transport. 2) Service Sector – Introduction/ Definition‚ Factors for growth‚ Characteristics‚ Classification 3) Service marketing Triangle 4) Service Quality Dimensions / TQM in services 5) Distinguish b/w goods and services 6) Use and importance of technology in services Short notes- 1) Branding in services 2) Service Recovery 3) Service Guarantee 4) Benchmarking 5) Service Gaps Model
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the company to improve its efficiency‚ quality‚ innovation and customer responsiveness. Xerox underwent series of improvement after its 1980 downfall. First‚ Xerox had changed its waste management by decreasing the number of defective products and services‚ thus promotes efficiency. To cope with the increasing reject rate products‚ Xerox consolidated its worldwide supply base which helped the company simplified the purchasing process‚ achieved economies of scale in production in which savings could
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strategy was aimed at continuing this trend. Marriott’s 1987 annual report stated that: We intend to remain a premier growth company. This means aggressively developing appropriate opportunities within our chosen lines of business—lodging‚ contract services‚ and related businesses. In each of these areas‚ our goal is to be the preferred employer‚ the preferred provider‚ and the most profitable company. profit rate Cohrs recognized that the divisional hurdle rates at Marriott would 40% have a significant
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Polluter Corp. Polluter Corp. is a company that operates three plants in the United States. They make different cleaning products which are sold to customers. The U.S. government sells or gives out emissions allowances to companies‚ including Polluter Corp.‚ which determines a set amount of pollutants and greenhouse gases a company can let into the environment. These are given out to help discourage pollution by companies. “EA’s” are assigned a year that a company can use in‚ and they also
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Mercy Corps Introduction At the fourth biennial Mercy Corps leadership conference in November 2006 executive leadership described the well-known‚ internal complications at Mercy Corps as a large organization ($194 million budget in 2006) that “has to focus on two core areas: international relief and development” (Grossman & King‚ 2008). The status of the organization was examined in detail by the Harvard Business School case study and a number of problems were revealed. This analysis is based
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BUS105 1 BUS105: Unit 5 Individual Project Monte E. Thorne BUS105-0904A-40 BUS105 2 Abstract BUSINESS TECHNOLOGY MANAGEMENT is a management science that seeks to unify business and technology decision-making at every level in an enterprise. BTM delivers a set of guiding principles‚ known as capabilities. These capabilities are combined to form BTM solutions‚ around which a company’s practices can be organized and improved. BTM builds bridges between previously isolated tools and
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level of extensive‚ high touch support for the larger server products. Critical to her decision to purchase mid-range and high servers and support services from Dell is the reliability of the products and on-site support. Kapoor’s primary concern is Dell’s focus on low inventory and lean production may prevent it from offering the same level of service as its competitors - IBM‚ HP‚ Compaq‚ and Sun. Contrary to Dell’s core cost leadership strategy and “box-pusher” beliefs‚ mid-range and high-end servers
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Region Consumer Banking (RCB). The next step‚ Sense‚ is about to identify and prioritize all possible problems Citigroup is currently facing. The four major problems are revenue declines in North American region by 5% sequentially‚ poor customer service‚ competing with other competitors‚ and cutting tremendous amount of jobs in order to achieve a profit as of 2010. Mission-Critical table is used to classify and demonstrate these problems. Among all of these problems‚ the decline on revenue in North
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Diapers One morning‚ a Costco store in Los Angeles began running a little low on size-one and size-two Huggies. Crisis loomed. So what did Costco managers do? Nothing; They didn’t have to‚ thanks to a special arrangement with Kimberly-Clark Corp.‚ the company that makes the diapers. Under this deal‚ responsibility for replenishing stock falls on the manufacturer‚ not Costco. In return‚ the big retailer shares detailed information about individual stores’ sales. So‚ long before babies
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Polluter Corp. (the “Company”)‚ an SEC registrant‚ operates three manufacturing facilities in the United States. The Company manufactures various household cleaning products at each facility‚ which are sold to retail customers. The U.S. government granted the Company emission allowances (“EAs”) of varying vintage years (i.e.‚ the years in which the allowance may be used) to be used between 2010 and 2030. Upon receipt of the EAs‚ the Company recorded the EAs as intangible assets with a cost basis
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