Organisations collect a wealth of data on their customers during there day to day interactions. Analysing this data can be used to monitor customer service for instance what is the level of repeat business. Do people use refer a friend offers. What percentage of people fill in after sales surveys? Do sales levels follow patterns and have promises on targets been met?
Case Study: Dr. Pepper/Seven Up, Inc. 1. What kinds of benefits has DPSU received from implementing an Intranet? - Some of the benefits that DPSU has received from implementing an Intranet was that employees started to use FizzBiz to register electronically for the national sales meeting and other corporate meetings or incentives. They now also have an online employee suggestion box which allowed employees to post messages in different forums. It also allowed field sales employees to input the marketing requests directly into the marketing funds system.
You will read through a series of resumes, look over reports made during interviews, and investigate the results of several standardized measures of employee suitability. This case thus integrates information from several earlier cases that have involved making an appropriate choice of measures, but now applying it with a specific group of individuals. From these multiple pieces of data, you will develop a recommendation for hiring. You also will develop guidelines for how similar selection decisions could be made for the entire organization. The situation of interest You have been asked by Tanglewood to assist them with an important hiring decision.
You may use information that you find about the firm, and you should add your team’s thoughts to make complete responses. (1) Begin by comparing the criteria that were used by the news organizations to identify the best places to work. Which of the criteria make sense for service firms? Which do not? Provide reasoning.
Understanding Recruitment and Selection of New Staff in the Workplace (8600-315) AC 1.1: Staysure’s Policies and Procedures Once the need was clear the Senior Business Analyst then organised a number of discussions to understand the policies and procedures in Staysure which should be used to recruit into the organisation. Staysure does not have a specified recruitment policy although some are being developed now, but a number of policies have recently been identified (these are still in development) which would facilitate the process, these include The Employment and Recruitment policy, which details the core principles the recruiting manager is expected to abide by to protect Staysure and its customers, being fair to candidates, relying on facts not opinion, validate information and ensuring relevance to the post being filled it also details the checks that should be conducted as part of an application to confirm eligibility to work in the UK, minimise fraud, risks of theft and misuse of facilities. The Induction and Probation Policy which covers the process, expectations and any assessments required once an offer of employment has been made to the various levels of employees being recruited for was also highlighted. All policies include the various roles and their respective responsibilities at the relevant stages of the process. Please see Appendix one for existing (to be signed off) Induction review flow chart.
Task 1(P1) To answer this task you will therefore need to interview the manager of a local business. This could be a firm that you work for, a shop that you visit regularly or even a family business. Your interview should find out the following: • The types of information they use with examples • The sources from which they get information • The purposes to which they put the information Different Types of information There is a different and wide variety of ways information can be used and sourced, and with an effective business person, they will research the information from a range of different sources before making that decision on which one their business should use. The types of information are: Verbal, written, onscreen, multi-media, and web based. Verbal information This type of information is based on a face-to face verbal communication and is considered the best way to communicate both internal and external.
I believe that both Lean and Six Sigma will be useful for BBM in completing their Project of improving customer satisfaction index and reducing overall customer wait time. BBM can use the Lean approach by understanding their existing processes and looking for ways to eliminate waste. Waste should be viewed from the customer’s perspective and defined as any action in the current processes that the customer would not be willing to pay for. A key component in the Lean approach is to determine what matters to the customer. Some potential examples of waste in the BBM case are: (1) Using both sales associates and mobile phone specialists in the Customer Engagement Process, (2) Time associated with entering customer information into the system and time to validate and process entered information, (3) Cost associated with holding accessory inventory or lead-time associated with ordering accessories not available upon request.
Employers are able to log onto public records and commercial databases directly via the internet to search an applicant’s records. Some companies that employ a great number of employees may have a reputable relationship with a third-party background checking company. The company may even use an affiliated company for their employment screening. There is a fee attached to getting a third-party company to do the background check. Employers conduct background checks because they want to reduce the chances of hiring undesirable employees.
Within House of Fraser, 4 different types of information can be communicated. As technology improves, more ways of communicating becomes available. Traditionally, information can be communicated verbally which may take place in a meeting whereby employees can receive information directly from the source. Another traditional means of communicating to pass on information is to write it, which can be used to write to customers to inform them of new products that they may be interested in, and also to inform them of up and coming offer, this makes communicating the information more personal and direct to the customer. Within House of Fraser, they also post web-based information on their website, so that their customers can be quickly navigated to find information such as ‘how to contact us’,’ FAQ’s’, and ‘delivery options’.
According to our textbook, “continuity program can establish brand loyalty among customers and help companies to build databases to learn which individuals are their best customers”. Through the One-to-One program, customer retention and loyalty are likely to increase by providing reminder cards to customer. It reminds them to change the motor oil, check engine condition or even do further purchasing afterwards. While the One-to-One program also gives rebate coupons to vehicle owners, it might be very effective to switchers due to their purchasing characteristics. In the text book, it mentioned “switchers are