Process Design and Management

In the past years, there have been numerous changes in the retail industry (Braatz, 2002). With the success of the Internet, retailers have quickly adapted to the online market and recognize

This report offers a basic theory of process mapping in different factors, which has an influence on the service operation management. A basic definition is mentioned to recognize its utilization in the business operation with explain the tools that used to map a process. Various advantages of process mapping are discussed as well. The way of mapping a process in three levels is included to specify the activities in the operation. With a well created process mapping, there are more implementations in different industries, such as manufacturing industry. Severn wastes could be well developed based on the process map to improve the service efficiency.

Pick one service with which you are familiar. Complete three to five line items such as production line, self-service, or personal attention approach, on the Process Design Matrix.

Many people are moving from physical stores to purchasing merchandise and services on the Internet. Today,

Online purchasing is becoming more and more practical thing for contemporary customer. It is explained by high internet penetration in every country, lower cost than in retail network, door to door delivery. Internet plays an important role nowadays; therefore it creates a new market, which sometimes is quite difficult to measure. Online shopping is different from the B&M shopping due to the fact that there is no physical presence of goods, from other standpoint internet is able to sell way more services and motivation and decision making process directly connected to the feedbacks.

According to Turban and King (2003), internet technology renders retailers an additional channel for branding, transactions and customer relationship management, the adaptation of which may drive down retailers’ transaction costs, and ensuring faster and higher quality of customer interactions, resulting in enlarging the existing markets and consumer base. M&S realizes this and have tried to sell clothing via high street stores as well as via internet though they have experienced cost cutting, rationalisation and management changes in order to revive their business in recent years. Internet technology might enable sustainable competitive advantage, but problems remain on how to physically organize their online retail operations.

This study will prove that e-commerce has grown because it adds value to people’s lives. It will show that e-commerce will not disappear but evolve into something even greater than what it is right now.

Technology is developing so rapidly that it has started to affect different aspects of the society especially business. Online business was invented in 20th century in the UK and has quickly spread all over the world. With an increasing popularity of the online shopping, more and more retailers start to sell online, which makes the marketplace become more competitive. In order to be successful, it is important for the retailers to understand the most important factors that satisfy the customers when they purchase online. Once the level of the e-satisfaction increases, the purchase intention will increase and online retailers can gain more profit. Among all the factors that will potentially affect online satisfaction, the aim of this essay

A survey was also completed, a sample of 66 undergraduates. Showed a positive outlook on the future of e-commerce. A little over half “57.8%” responded saying they still find it difficult to spend a vast amount of money while purchasing a good online. This paper will outline the pros and cons of e-commerce, traditional brick and mortar businesses and consumer behavior.

Heskett, J. L. (2002) suggested that while customer satisfaction and loyalty provide a foundation for high levels of customer lifetime value, they support a range of customer behaviors with widely varying values, characterized by mere loyalty or repeat purchase, commitment or willingness to refer others to a product or service), willingness to convince others to use a product or service, and willingness to recommend product or service improvements. To analyze the customer loyalty the author have done this study and described the factors influence the loyalty. Just after email or instant messaging and web browsing, online purchasing has been developed as the

As online retailing becomes increasingly popular so does the demand for an effective website that directly relates to real life situations and environments. Today, internet and technology allows retailers not only to sell their products online but

Abstract— BPM is typically performed by business analysts, who provide expertise in the modeling discipline. Every business requires some form of investment and enough customers to whom its output can be sold on a consistent basis in order to make a profit. A series of action or steps to be taken in order to achieve a particular end. Business process modeling enables a common understanding and analysis of a business process. A process model can provide a comprehensive understanding of a

Information systems literature infers that satisfaction is the consumer’s level of fulfilment with a system, as well as with the system output (Petter et al., 2008). Notably, many studies do not distinguish between information satisfaction and system satisfaction as separate constructs for instance, (Wixom and Todd, 2005; Ghobakhloo et al., 2013)Within the electronic commerce context, consumer satisfaction may be described as the feeling or reaction of a consumer regarding his/her experiences with different aspects of the electronic commerce system

The ever expanding of the internet and its associated technologies has greatly transformed how the company and customers communicate and build better relationships. This transformation has increased the opportunities for firms to market their goods and services

Purpose – The paper intends to explore the influencing factors on customer satisfaction and customer loyalty in the internet shopping mall through service quality based on the data obtained from furniture purchaser. Design/methodology/approach – The research model and the relevant research hypothesis were set up through the data derived from the existing researches, and then the relevant