Case: A California Auto Club Reengineers Customer Service 1. Describe the customer service process at CSAA and discuss the different phases of the reengineering effort. The new customer service is called “member service consultant”. 80% of the customers’ problems are going to be solved by their new system. The system made by three separate systems. The linked data would respond to most members on the spot. The “preliminary phase” was designed to find “quick his”‚ it was to authorize
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IMPACT OF SWITCHING COST ON CUSTOMER SATISFACTION AND CUSTOMER RETENTION FOR INTERNET BANKING SERVICES: A STUDY BASED ON SRI LANKAN COMMERCIAL BANKS. BY N. M. GOONETILLEKE (2009/MISM/10) Submitted in accordance with the requirements for the degree of MASTERS IN INFORMATION SYSTEMS MANAGEMENT AT THE UNIVERSITY OF COLOMBO SUPERVISOR: DR. ANURA KARUNANAYAKE SEPTEMBER 2011 TABLE OF CONTENTS Page No Declaration ii Acknowledgment iii Abstract iv Table of
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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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Conducting a Job Analysis and writing a Job Description WHAT IS JOB ANALYSIS? Job analysis may be formally defined as the collection and collation of information regarding the tasks performed in various positions in an organization and assessments of the knowledge‚ skills‚ and abilities necessary to successfully perform those tasks. To state it more simply‚ job analysis means figuring out what a particular job involves and what qualifications someone needs to do that job. Job analyses are important
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1. Customer Service Encounter 1.1 Service Encounter I went to an OPPO outlet to get several phone covers of different phone models. When I entered the store‚ I was approached immediately by a staff with a smile. She inquired if I needed help with anything. I told her the models of the phone covers I need while maintaining eye contact with me. She then took the covers and passed it to me promptly. I went home after the purchase and realised I got the wrong phone case of one phone model. I went back
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Chapter 5 Job Analysis‚ Job Design and Quality of Work Life Learning Objectives • Explain what is meant by job analysis and job design. • Understand the uses of job analysis. • Describe the content of a job description and a job specification. • Discuss the collection of job analysis data. • Explain the major methods of job analysis. • Discuss competency profiling. • Understand the major approaches to job design. • Discuss quality of work life‚ employee participation and industrial democracy
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understand the Customers opinion and Satisfaction level of Mobile Services of BSNL in East Godavari District‚ researchtitled“A STUDY ON CUSTOMER SATISFACTION FOR BSNL MOBILE SERVICES IN RAJAHMUNDRY REGION”has been conducted. 1.2 Importance of the Study In today’s competitive business world and challenging economy‚ retaining your customer base is critical to your success. If you don’t give your customers some good reasons to stay‚ your competitors will give them a reason to leave. Customer retention
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Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points. It is known to us‚ “in each industry‚ the customer is god‚ is operator’s food and clothing parents.” This tells us that customers are important to organizations. With the current intense competition in logistics nowadays‚ most companies can provide high quality goods‚ even are willing to cut down prices if reasonable. However‚ how can suppliers gain a competitive advantage when high quality
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Task A: Create a complete job description for the benchmark positions marked using O*NET and other sources. 1. Administration Assistant-BE Consulting Job Summary Performs administrative duties for executive management. Responsibilities may include screening calls; managing calendars; making travel‚ meeting and event arrangements; Requires strong computer and Internet research skills‚ flexibility‚ excellent interpersonal skills‚ project coordination experience‚ and the ability to work well
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MEMORANDUM TO: Dr. Spencer Foreman FROM: SUBJECT: Montefiore Medical Center Analysis DATE: May 5‚ 2011 Background: Montefiore Medical Center (MMC)‚ developed from the consolidation of two hospitals in the Bronx‚ New York‚ consists of two acute care hospitals‚ 31 primary care centers‚ a home care agency‚ and a physician/medical joint venture with an annual operating budget of over $1 billion. By 1995‚ from a combination of lower payment arrangements‚ increased competition‚ and unsatisfied
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