You have been hired as the customer service manager (CSM) of your dream company. Your boss has asked you to look at the current processes and suggest changes. You decide to start with how the company's customer service reps are trained. You are dealing with: O Internal customers External customers Lifelong customers None of these answers is correct.
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- From the perspective of your department and management level, discuss the problem of high returns. Suggest ONE contributing factor that may be upsetting the business process(es) you have chosen and ONE contributing factor for those customers experiencing short deliveries. Request information from TWO other departments that could assist in your investigation. Please specify both the TYPE, and specific CONTENTS of the report you are requesting (Unit 3 types of output).1. How is a customer-centric organization different from one that is product focused? 2. How does customer centricity impact the areas of finance , human resources, information technology , marketing , research and development , operations , and sales ? Please it shouldnt be plagarized1.Mentalprocessescannotbeobserveddirectly,becauseallpsychologicalconceptsandlabels, like learning, memory, motivation, personality, etc. are inside the mind/brain. To study and measure them one needs to measure something that reflects these processes. These "stand- ins" for mental processes are called operational definitions. Discuss characteristics of Operational Definitions. 2.Whatshouldhappentoahypothesisifitisnotsupportedbyempiricalevidence? 3. Fullydefinethefollowingterms: a) The independent variable. b) The dependent variable.
- Choose an appropriate evaluation method for each of the following situations. In each case identify: the participants the evaluation technique that should be used representative tasks to be examined (a) You are at an early stage in the design of a spreadsheet package and you wish to test what type of icons will be easiest to learn. (b) You have a prototype for a theatre booking system to be used by potential theatre-goers to reduce queues at the box office. (c) You have designed and implemented a new game system and want to evaluate it before release. (d) You have developed a group decision support system for a virtual office. (e) You have been asked to develop a system to store and manage student exam results and would like to test two different designs prior to implementation or prototyping.Chapter 15: Futureproofing the Customer-Centric Organization Imagine you have been assigned to change a currently product-oriented company to a customer-oriented firm. Select one. What is the first thing you do? What is your road map for the next two years? The next five?Respond to this with 200 words. Discuss the two approaches objectively for the client to understand, talking cognizance of their benefits and drawbacks.
- What staff will you require for pharmacy? What skills will they need (make sure they are bona fide requirements). Write 1 job descriptions for one of the positions that you require to run your business. You might have listed more jobs above in #2 that are required to run the business but you only need to write 1 job description. Write the job ad for this job descriptions. Think about what information individuals want to know in a job ad. Be creative, you want to attract the best talent. Best practice in recruitment has you design your recruitment strategy before you have candidates apply for a job. What will your recruitment process look like to ensure you are getting the best candidate for the position? Write 3 Behaviour Based Interview Questions that you want to ask the candidates, be sure to include a scoring guide and desired answers.Assessing the Use and Role of Nonfinancial Performance Indicators This question pertains to the use of nonfinancial performance indicators as part of a comprehensive managementaccounting and control system. You are asked to think critically about the value and challenges ofusing such data for performance-evaluation purposes. The following source should be accessed andread prior to answering the questions that appear below: Christopher D. Ittner and David F. Larker,“Coming Up Short on Non-financial Performance Measurement,” Harvard Business Review,November 2003, pp. 88–95.Required1. What are the primary benefits of incorporating nonfinancial performance indicators as part of a comprehensive management accounting and control system?2. Why do Ittner and Larker believe that many companies fail to realize the kinds of benefits listed inrequirement 1?3. In 2008, the Institute of Management Accountants (IMA) revised its definition of managementaccounting (see…Which among the following is one of the advantages of the McKinsey 7S model 1-It is considered a long-term model 2-With the changing nature of businesses, it remains to be seen how the model will adapt. 3-It seems to rely on internal factors and processes and may be disadvantageous in situations where external circumstances influence an organization. 4-It is considered a longstanding theory, with numerous organizations adopting the model over time.
- Please read the case "Internal Consistency at "Customers First" on page 143-144. Do you think that job analysis and job evaluation will benefit " Customer First"? If you think so, how will the job analysis and job evaluation benefit the company? 2) what is your opinion on Joan's view on job analysis and job evaluation? What do you recommend " customers first do? Why?What are five to seven roles in a core segment of a customer service business. They should be mission-critical roles, ones that are key to competitive advantage and revenues. How would you evaluate organizational needs for these positions. What data needs to be collected and from whom? Consider both qualitative and quantitative information. how you will gather this information. Consider the role of surveys and historical data as well as strategies like the Delphi technique, the nominal group technique, and creating scenarios.In the process of understanding customer behavior, give real examples of “Dimensions of decision making”. Also, apply the SMART framework to any business objective of your choice.