Free Essay

Mangement

In: Business and Management

Submitted By shrekislovexx
Words 2151
Pages 9
Wong Hong Ting N9240535

D.W.F Entertainment Ltd. BSD 115 VB Final Report – Part 2A
Semester 3, 2014

Date of submission:11/12/2014

Tutor’s name: Mrs Ken Chi Nair

Tutorial day and time: Tuesday, 11am to 12.30 pm

Word Count: 550 words

1.0 Introduction
D.W.F. Entertainment Ltd has received a series of complaints from the loyal customers because the overall quality of services has dropped over the last 6 months. The purpose of this report is to identify and analyse the underlying causes that led to the low quality services of casino and relate it to the functions of management which are leading and planning. This report will also provide recommendations to solve the lack of top management commitment to service quality.

2.0 Definition of service failures
Failures in service delivery can result in negative outcomes, such as decrease in customers’ confidence, loss of reputation, negative evaluation from customers and loss of customers permanently (Spreng, Harrell & Mackoy, 1995).

3.1 Problem Identification
First of all, the lack of top management commitment to deliver excellent service is one of the underlying cause that resulted in low quality of services. Numerous of reports have proven that management commitment to service quality is a crucial determinants of employee attitudes in providing excellent services (Hartline & Ferrell, 1996).It is critical that management committed fully to service quality and affect the employees’ affective and performance outcomes. Another underlying cause is the lack of training on employees. According to Bettencourt and Gwinner (1996), training of employees in job-related skills and interpersonal skills which can improve their ability to deal with customer needs is essential for providing greater service quality. The poor quality services of D.W.F Entertainment Ltd also due to the lack of motivation on employees. It can be related to one of the functions of management which is leading that involves the use of influence to motivate employees to accomplish the goal (Bateman and Snell, 2014). Inability in leading is the major reason that employees lack of motivation and fail to deliver high quality of services. The lack of motivation on employees is also result in declining in employee’s job satisfaction (Bowen & Johnston, 1999). To increase expectations and perceptions of customers to service quality, managers need to increase employee’s job satisfaction and self-efficacy.

3.2 Critical underlying cause
Lack of top management commitment to service quality is the most crucial underlying cause that led to service failures. Experimental evidence supports that management commitment to service quality can improve job satisfaction for employees ( Hartline & Ferrell, 1996).By having significant impact on employee’s job satisfaction and loyalty to D.W.F Entertainment Ltd, employees will achieve higher level of performance and deliver high quality of services. As stated by Rajendran, Sureshchandar and Anantharaman (2002), top management leadership and vision is requisite for service quality. The top management commitment to the service quality of D.W.F.Entertainment Ltd is necessary for employees to achieve goal efficiently and effectively. Any improvement efforts by D.W.F Entertainment Ltd will be failed from the beginning unless management commits fully to service recovery (Zemke, 1995, pp .32-34).Insufficient skill in planning which unsuccessfully define the goals for D.W.F Entertainment Ltd and use of resources to attain them is the major reason that lack of top management commitment.

3.0 Analyze the lack of top management commitment to service quality
According Jenkins (1992), the major reason of failing to improve service quality is lack of top management commitment. This means the top management commitment to service quality is required for employees to achieve service excellence and service improvement. As top management commitment is the most critical element in delivering superior level of services, the top management of D.W.F Entertainment Ltd need to commit fully to service quality with the function of management, especially leading and planning.

4.3 Leading
Lack of top management commitment to service quality can be partly related to one of the function of management which is leading. Leading is the use of influence to motivate employees to accomplish the goal (Bateman and Snell, 2014).The top management of D.W.F Entertainment Ltd should use its empowerment power to motivate the employees to deliver superior service quality. According to Gabreilsen and Lewis (1998), empowerment provide frontline employees with the power, authority and ability needed to act quickly without a chain of command. By empowering frontline employees, they are given the authority and ability to solve problems themselves when facing customer complaints. Empirical evidence shows that empowerment can significantly influence on both job satisfaction and organization commitment of employees (Spreitzer, Kizilos, & Nason ,1997). Hence top management D.W.F Entertainment Ltd is suggested to empower frontline employees to increase employees’ job satisfaction and self-efficacy. Besides that, the top management of D.W.F Entertainment Ltd can use its position power, especially the reward power to provide valued rewards to frontline employees. As stated by Bowen and Johnston (1999), having appropriate reward policies in organization can motivate employees to deliver high quality of service and deal with customer complaints. When frontline employees are rewarded, they are motivated to achieve higher level of performance and deliver greater service quality .Furthermore, rewards have a positive impact on employees’ job satisfaction too (Brown & Peterson, 1993). By rewarding employees, D.W.F Entertainment Ltd can strengthen employees’ job satisfaction that can positively influence the perceptions of customer to service quality. Therefore, it is suggested that the top management should construct and constantly implement rewards for excellent performance to build a positive service climate. D.W.F Entertainment Ltd can demonstrate their strong top management commitment to service quality by implement empowerments and rewards, thus motivating employees to deliver greater services that can satisfy customer needs.

3.2 Planning
Planning involves defining the goal for organizations and use of resources to attain goals (Samson & Daft, 2012). Insufficient skill in planning is the major reason that lack of top management commitment. D.W.F Entertainment Ltd is suggested to define the goal for service delivery and devote substantial resources in training employees to accomplish the organization goal. D.W.F Entertainment Ltd can deliver a clear message to frontline employee regarding top management commitment to service quality by having relevant training programs. Employees need to be told fully about organization goals for service delivery when being trained so they can achieve excellent performance of services effectively and efficiently. According to Bitner, Booms, and Tetreault (1990), most of the unsatisfactory service is due to the employees’ inability and their unwillingness to solve the service failure. Inability of employees can result from lack of relevant skills to handle customer complaints while unwillingness can due to the lack of motivation. Therefore in order to deliver high service quality, frontline employees in D.W.F Entertainment Ltd need to invest more in training program for motivating employees and increasing their capability to satisfy various customer needs. By having training, employees can develop their job-related skills and improve their efficiency of problem solving to handle customer complaints effectively. Furthermore, employees will be more productive and strongly commit in service delivery if D.W.F Entertainment Ltd dedicate more resources in training employees. It is supported by Sweetman (2001) who states that employee training and development generally have significant influence on organizational commitment. In such case, it is suggested that D.W.F Entertainment Ltd allocate more resources on training program to show the top management commitment to service quality.

4.0 Recommendations
Empowerment, rewards and training can be solutions for lack of top management commitment to service quality. Empowerment, rewards and training need to be emphasized simultaneously as training will not have significant results unless it is also combined with empowerment and reward. These are related to the function of management which are leading and planning. Therefore it is important for the top management of D.W.F to exhibit its commitment to service quality by making change in leading and planning.

5.4 To implement empowerment and reward policies in D.W.F Entertainment Ltd. The top management of D.W.F Entertainment Ltd is advised to use its empowerment power to empower frontline employees. Employees with empowerment have the authority and power to act quickly on customer complaints without asking anyone from top management. It can increase the efficiency on solving customer complaints and thus deliver high service quality. Empowerment also can increase the job satisfaction of employees and motivate them by showing the top management commitment. Appropriate rewards such as promotions and other nonmonetary rewards need to be applied in D.W.F Entertainment Ltd for motivating frontline employees and showing a high degree of recognition on employees to deliver excellent quality of services. Therefore, top management is encouraged to use its reward power to reward employees who achieve excellent performance in delivering service quality. Employees who are empowered or rewarded will see the top management commitment and fully commit themselves to service quality. 5.5 To implement employees training and development program. It is recommended that D.W.F Entertainment Ltd to allocate resources for training and development program to fully train employees. First, a clear mission statement and goals for service quality need to be fully defined by top management as training and development program is designed to attain the goals. During the training program, the top management need to send a clear message to frontline employees regarding the mission statement and goals so they can achieve ideal service quality with the goals and objectives given by top management. In attempt to achieve goals, frontline employees need to be trained and made development on their job-related skill and behavioural skill. Besides that, top management can show their commitment by having communications with frontline employees or reviewing goals to motivate them. If top management of D.W.F Entertainment Ltd is consistently committed to training program and provide opportunities for development, employees can see the commitment of top management to service quality and more likely to engage in delivering good quality of services.

5.0 Reference List
Bateman, T. S., & Snell, S. (2014). Management: Leading & collaborating in a competitive world. New York: McGraw-Hill.
Bettencourt, L. A., & Gwinner, K. (1996). Customization of the service experience: The role of the frontline employee. International Journal of Service Industry Management, 7(2), 3-20. doi:10.1108/09564239610113442
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.
Bowen, D. E., & Johnston, R. (1999). Internal service recovery: Developing a new construct. International Journal of Service Industry Management, 10(2), 118-131. doi:10.1108/09564239910264307
Bowen, D. E., & Johnston, R. (2002). Internal service recovery: Developing a new construct. Measuring Business Excellence, 6(1), 47. Retrieved from http://search.proquest.com/docview/208741559?accountid=13380
Brown, S. P., & Peterson, R. A. (1993). Antecedents and consequences of salesperson job satisfaction: Meta-analysis and assessment of causal effects. Journal of Marketing Research, 30(1), 63-77.
Gabrielsen, G. O. S., & Lewis, B. R. (1998). Intra-organisational aspects of service quality management: The employees' perspective. The Service Industries Journal, 18(2), 64-89. doi:10.1080/02642069800000019
Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52-70. Retrieved from http://search.proquest.com/docview/227817030?accountid=13380
Jenkins, K. J. (1992). Service quality in the skies. Business Quarterly, 57(2), 13. Retrieved from http://search.proquest.com/docview/225371022?accountid=13380
Rajendran, C., Sureshchandar, G. S., & Anantharaman, R. N. (2002). The relationship between management's perception of total quality service and customer perceptions of service quality. Total Quality Management, 13(1), 69-88. doi:10.1080/09544120120098573
Samson, D., & Daft, R. L. (2012). Fundamentals of management. South Melbourne, Vic: Cengage Learning.
Spreitzer, G. M., Kizilos, M. A., & Nason, S. W. (1997). A dimensional analysis of the relationship between psychological empowerment and effectiveness, satisfaction, and strain. Journal of Management, 23(5), 679-704. doi:10.1016/S0149-2063(97)90021-0
Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: Impact on satisfaction and intentions. The Journal of Services Marketing, 9(1), 15. Retrieved from http://search.proquest.com/docview/212655218?accountid=13380
Sweetman, K. J. (2001). Employee loyalty around the globe. MIT Sloan Management Review, 42(2), 16. Retrieved from http://search.proquest.com/docview/224966623?accountid=13380
Tax, S. S., & Brown, S. W. (1998). Recovering and learning from service failure. Sloan Management Review, 40(1), 75-88. Retrieved from http://search.proquest.com/docview/224968338?accountid=13380
Zemke, R. (1995). Service recovery: Fixing broken customers. Portland, Or: Productivity Press. pp .32-34…...

Similar Documents

Premium Essay

Events Mangement

...return from the tourists the tourism in Brazil has increased since 2004 according to “ministry of tourism” which has had a massive positive impact in Brazil’s economy. The carnival is a very important part of the Brazilian history and it’s a time where the community’s come together and celebrate and forget there day to day struggles which Brazil is known to be going through this event has helped Brazil to be recognized internationally as it is known by its vibrant colourful costumes , dances and music . Brazil is still improving the impacts which is affected by the carnival they are trying to minimised all the crime which is involved and also in the same time trying not to upset there residents. Reference List Bowdin G (2001). Events Mangement. Great Britain: Heineman. 80-97 JULIANA BARBASSA . (2012). Rio Carnival: bigger, brighter ... more organized?. Available: http://www.gazette.com/articles/rio-133698-janeiro-organized.html. Last accessed 31/01/13. Sarah de Sainte Croix. (2012). Rio’s 2012 Carnival in Numbers: Daily. Available: http://riotimesonline.com/brazil-news/rio-politics/carnival-2012-in-numbers-daily/. Last accessed 31/01/13. Sarah de Sainte Croix. (2012). Residents Brace for Neighborhood Blocos. Available: http://riotimesonline.com/brazil-news/rio-real-estate/rio-residents-brace-for-neighborhood-blocos/. Last accessed 31/01/13. no author. (no year). Tips to Rio de Janeiro drugs poverty. Available:......

Words: 1407 - Pages: 6

Premium Essay

Mangement

...[pic] UNIVERSITI SAINS MALAYSIA School of Management BACHELOR OF MANAGEMENT Semester II, Academic Session 2012/2013 COURSE OUTLINE ATW108 – MACROECONOMICS ZAINON B HARUN Tel: ext. 2532 Room no. 122 h/p 019-577-2882 e-mail: zainon@usm.my DR TAJUL ARIFFIN MASRON Tel: ext 5158 Room no. 110 e-mail: taj.arif@yahoo.com OVERVIEW The ideas of economist and political philosophers, both when they are right and when they are wrong, are more powerful that is commonly understood. Indeed the world is ruled by little else. Practical men, who believe themselves to be quite exempt from any intellectual influences, are usually the slaves of some defunct economist. John Maynard Keynes (1883-1946) Two fundamentals facts together constitute the economizing problem and provide a foundation for economics: Society’s economic wants and Economic resources. Individuals and institutions have innumerable unfilled wants and creating unstable economic conditions. Macroeconomic is concerned with the behavior of the economy as a whole; instead of focusing on the factors that influence the production of particular products and the behavior of individual industries, it focuses on the determinants of total national output. Macroeconomic is concerned with the decision. Decisions to achieve the economic goals, Sustainable economic......

Words: 901 - Pages: 4

Premium Essay

Mangement

...Section A Scene 1 meeting room It was lunch break. Chris (Chris Stephano) who is the team leader gave a detailed description of an urgent team project, and asked for volunteer to complete the work. At the same time, people in the meeting room exchanged pleasantries and jokes. Chris’s thought: why not? No once was volunteering for the project! Chris’s flashback: it was like university days when a team project had been due and none of the team member helped. Despite my last ditch so effort, the project had been given a fail grade. The project was of major importance to the company and require hours of rework. It would have a difficult and time consuming task for the people who volunteer for. Rodderick Cage: my workload had doubled since Lou Chan went on paternity leave. Rebecca Spalding: my workload was now the heaviest since the system changed. Phil Bosevic(missed out the recent promotion): I was understaffed and could not take on any new work. Wasim Shan: I had only on the job for weeks and will be transferred in net fortnight. Merilyn Hue: I was going on special leave next week that had been approved. After everyone replied. Chris spoke to Phil pleasantly: I’d appreciate it if you would complete the data for the project and………… Phil suddenly ran out of the room. Scene 2 Managing director’s office Chris rushed down the hall into managing director’s office, slammed the door and glared at Dr Cora Harvey. Chris: none of them would help......

Words: 359 - Pages: 2

Premium Essay

Mangement

...Cumsumer Behavour F. A product or service costing over Rs. 3000/- that, the customer feels, reveals something about the kind of person he or she is. Name of Customer: M/s Kavita Name of Product: Micro Wave Oven Discussion: Your task is to audit the relationship between the consumer and the product/service. The Respondent needed a Microwave oven for the kitchen as she is fond of quality food cooked with less oil and /or baked food. The Microwave oven was the best option available so she choose to pick up one. She often uses Microwave oven to prepare dishes. Being health conscious she cherishes the presence of oven in her kitchen. Her desire to cook low calorie food has added to the desire of having the oven at home How would you describe the consumption experience? * How is the product/service used or consumed? Who uses it? When? Where? How often? What feelings and opinions surround the consumption experience? The Oven is used more often in her kitchen to bake Papad, cook rice, and vegitables. She prepares tandoori dishes in the oven when she feels of having tanduri dishes. She uses the oven to warm the food when required .Almost daily she cooks in the oven and has utilized the oven more than any other kitchen equipment. She feels highly comfortable using oven to cook and delights the low calorie food because of less oil usage and quick cooking experience. What type of a relationship does the customer have with the product or service? * How long......

Words: 348 - Pages: 2

Premium Essay

Mangement

...Case Study Starbucks, Google, GAP and Southwest Airlines Student Name Instructor Name University Affiliation Date Introduction The success of any business organization is highly dependent on its strategic management. It is defined as the process by which managers of a firm analyse the external and internal environments with the aim of formulating strategies and apportioning resources to develop a competitive advantage in an industry that permits for the successful realization of organizational objectives. The company’s mission, vision and future goals are all set from the strategic process. Further, strategic management provides managers with the advantage of allocating resources efficiently. Moreover, these plans help give the firm a competitive advantage in the market. Statistics have proven that on average, companies that employ strategic management are more successful than those that don’t. This assignment will aim to clarify the concept of strategic management in the global sense as well as focus on Southwest Airlines, Starbucks, GAP and Google companies. In so doing, the following questions will be answered: Which of the strategies is the company using? What are the weaknesses and strengths of the different strategies? Under what conditions do they work best? What are the effects of......

Words: 3170 - Pages: 13

Premium Essay

The Mangement Techniques

...The Mangement techniques are designed in such a way that can be used in almost all complicated situation. There is list of “softer" managerial &’’ tough’’ managerial skills that turns average performers to star performer. It should be noticed that what ultimately differ the good to great achievers with the help of these management skills. The benefits of various Managerial approaches are: 1. Hawthorne effect Frederick Taylor's introduced some influential ideas, so that individual’s performance can be improved . Hawthorne established some social context which was influence through external surroundings. The experimenters concluded that changing the physical conditions as well as working hours, rest breaks improves the workers' productivity. This approach has led to increase production with lower Absenteeism. (The Economist, 2014) 2. SWOT analysis The advantages SWOT analysis is its low cost. It can be done by anyone who understands the situation. It consume less time for addressing the complex situation. It does not require any external consultant .It helps to understand problem while addressing weaknesses with the deter threats at the same time. Most importantly it helps to capitalise opportunities with the understanding of strengths. 3. Centralization While Centralization of decision making helps in Reducing cost of the budget. It also leads to uniformity in action of top management. Its impact is more clearly visible due to existence of personal......

Words: 452 - Pages: 2

Premium Essay

Mangement

...39. Autocratic leaders ________. a. involve subordinates in making decisions b. are open-minded leaders c. believe in minimal supervision d. make decisions on their own, often without consulting others 40. ________ is perhaps the most distinguishing trait of Leaders. a. Strategic planning b. The organizing function c. Strategic management d. Vision 1. Antonio is able to select the type of benefits he receives by choosing from a list of possibilities including health insurance, dental and vision plans, and life and disability. This type of “cafeteria” plan is called a ________ benefits plan. a. volunteer b. legally mandated c. supplemental d. flexible 2. ________ percent of the typical manager's day is spent engaged in communications. a. About 75 b. Less than 25 c. More than 75 d. About 50 3. The basic components of goal-setting theory include all of the following EXCEPT ________. a. goal choice b. goal acceptance c. goal difficulty d. performance feedback 4. Which of the following tasks are NOT typically outsourced? a. noncore business b. accounting c. production d. core business 5. Which of the following statements is correct regarding team conflict? a. It will be reduced if the team is diverse. b. It should be avoided at all costs. c. It rarely occurs in most teams. d. It often improves team performance. 6. What is the main reason some companies have set up offshore assembly plants? a. In search of low wages b. Available......

Words: 250 - Pages: 1

Premium Essay

Mangement

...Production and Operations Management Constance Wall Dr. Akpan Business 508 February 13, 2010 Entrepreneurial Leadership When it comes to entrepreneurial leadership, entrepreneurs Steve Case and James Kouzes share similar theories and philosophies oh how his leadership style works. Steve Case identifies a concise theory as the foundation of successful entrepreneurs, using the three P’s (people, passion, and perseverance). Cases believes that “if you have all three P’s in the right balance, almost anything is possible; on the hand if you don’t have the three P’s nothing is possible(Case)”. Out of all the technological, invention, innovative projects that Case has been apart of, he has been capable to test and prove accuracy of his 3 P’s theory and that it is truly a formula for success. Along with the three P’s, Case also believed that it necessary to “swing for the fences” and take risks that no one else would dare think about doing (Case). With the birth and growth of AOL, came ample success, as well has opened the gateway for additionally innovative technology. Case and his partners took risks that other companies refused to take, such as the “razor and blades” concepts, and once they finished one project, whether it succeeded or failed, they were also looking for the next project that would take the world by storm. (Case) Although, Kouzes approaches his philosophy from a different point of view, he uses the same elements as Case does with his......

Words: 995 - Pages: 4

Premium Essay

Mangement

...CHAPTER 1—WHAT IS ECONOMICS? MULTIPLE CHOICE 1. The basic problem of economics arises when there are unlimited resources available to fulfill society's limited wants. a.|True| b.|False| ANS: B PTS: 1 NAT: Financial theories, analysis, reporting, and markets LOC: Scarcity, tradeoffs, and opportunity cost TOP: Economics | Scarcity and Choice 2. Economics is the study of choice under conditions of a.|demand| b.|supply| c.|scarcity| d.|opportunity| e.|abundance| ANS: C PTS: 1 DIF: 1 NAT: Financial theories, analysis, reporting, and markets LOC: Scarcity, tradeoffs, and opportunity cost TOP: Economics | Scarcity and Choice 3. The study of economics would be superfluous if _____ did not exist. a.|demand| b.|capital| c.|corporations| d.|profit| e.|scarcity| ANS: E PTS: 1 DIF: 2 NAT: Financial theories, analysis, reporting, and markets LOC: Scarcity, tradeoffs, and opportunity cost TOP: Economics | Scarcity and Choice 4. Which of the following disciplines is not a social science? a.|psychology| b.|mathematics| c.|economics| d.|political science| e.|sociology| ANS: B PTS: 1 DIF: 1 NAT: Financial theories, analysis, reporting, and markets LOC: The study of economics, and definitions of economics TOP: Economics | Scarcity and Choice 5. What does economics have in common with sociology? a.|Economics and sociology ask fundamentally the same questions.| b.|Economics and sociology use the same tools to......

Words: 12936 - Pages: 52

Premium Essay

Mangement

...Do you agree that the job interview should be the primary criterion for selection?? Also what is the most common problem to avoid during interviewing? The job interview is a crucial part of the selection process for employment. It is the opportunity for the candidate to rise from the resume paper to become a living, breathing person with a personality. The interview gives the candidate a chance to learn about the job and organization. The interview also gives a manger a chance to assess things about a candidate that can’t be obtained from an application, test, or reference, such as the candidate’s ability to communicate and his personality, appearance and motivation. The job interview allows the organization to evaluate the applicant through the lens of subjective reasoning, even if it means making some educated guesses on possible behavioral patterns. Despite the fact that a personal interview can "make or break" a candidate's chances, there are very few situations where it should be used as a sole criteria for hiring. But in other hand some people are fantastic in an interview setting. In fact, some people are so good that they can convince a person or committee that they should be hired, despite the fact that their resume, experience, and references say otherwise. The reason for this is that some people are excellent thespians. They have solid acting skills on the stage and in the interview room. A thorough selection process includes much more than an interview. It......

Words: 682 - Pages: 3

Premium Essay

Sustainability Mangement

...sources that will satisfy both the customer and the envionment Criticism This theory considers the impacts of its activites on various stakeholders but this theory does not prioritize the firm’s actions towards its several stakeholders. This theory do not consider which stakeholder should receive immediate attention and which will receive less. Moreover, it doesn’t focus much on the environmental factors which is the main criteria for being sustainble firm (Wu, 2009). Now a days most of the firms focus most on the environment but this theory just avoid that. Analysis for the application of chosen approaches for sustainable management In respect to the Shell group, the two approach has been selected in the context of sustainable mangement need to be analyzed properly so that they can be implemented in real perspective. The materials to be analyzed will lead the shell to consider which approach will lead to best way in attaining sustainability. Analysis for Carroll’s four part of CSR Model The analysis that must be made for applying this approach for attianing sustainability are described as follow Cost benifit analysis The first factor that Shell group has to analyse is the cost benifit analysis which indicates the required amount of money against the action taken for the implementation of the approaches. How much money or man power will cost for the company to apply this approach, this question will be answered by this analysis (Rowendal, 2012). Shell will consider...

Words: 4511 - Pages: 19

Premium Essay

Mangement

...What is marketing? Marketing can be referred to as a form of communication with your customers, with the help of marketing tools such as advertising, promotion, publicity, design aspects related to the look of the product etc. All these are aimed at getting the target audience (customer) to first get interested in your product or service and then ultimately buy them. * Marketing is a social process by which individuals and groups obtain what they need and want through creating and exchanging products and value with others * PHILIP KOTLER) ANY INTERPERSONAL AND INTER ORGANISATIONAL RELATIONSHIP INVOLVING AN EXCHANGE IS MARKETING . WILLIAM J. STANTON.) Explain its core concepts. Needs, wants and demands are the core concepts of marketing. These are basically inter related to each other which means needs which could be individualistic, social or physical arise due to a state of deprivation and have to be fulfilled for a basic human survival. Some human needs shaped by cultural and individual experiences and lifestyles take the form of wants. Ultimately demands are those sets of wants which are backed by the power to buy and could be related to many needs & wants. Other related concepts of marketing may include the Marketplace with exchange and the actual transaction as its base. The essence of Marketing is a transaction - an exchange- intended to satisfy human needs and wants.There are three elements in the marketing process : (A) MARKETERS (B)WHAT......

Words: 1404 - Pages: 6

Free Essay

Mangement

...أسماء مكاتب السفريات المشهوره في مصر : - المتحدون : 17 شارع مصطفى النحاس – مدينة نصر تليفون 2722897 – 010732548 ملحوظه : وكيل موارد بشريه لمجموعة صيدليات أطلس بالسعوديه. - شركة العفيفي ( السعوديه ): المعادي الجديده تليفون 7021294 – 7026542 - للسعوديه : 45 أ شارع شريف – حلوان تليفون 0101258875 – 0106373462 – 5580800 - بيونيير : 12 عمارات رامو شارع عمر بن الخطاب من طريق النصر – مدينة نصر صندوق بريد 3318 مساكن مدينة نصر ( أحمد فخري فوق محل الشبراوي امام دار التموين الطبي ) كل يوم من 9 – 7 عدا الخميس و الجمعه ) . ملحوظه : وكيل موارد بشريه لمستشفى السعودي الألماني و جالاكسو. - المزدلفه : 3 شارع ميشيل لطف الله بجوار فندق الماريوت – الزمالك أعلى توكيل سامسونج 0105079889 – 0103031832 – 7352652 – 7372680 – فاكس 7367597 employment@mozdalefa.com - سكوب : شارع دجله المعادي - وكيل موارد بشريه لشركات متعدده مثل ميفا ,جمجوم و دار الدواء. - مكتب مكه للسفريات : 6390135 وكيل مجموعة صيدليات المتحده. - المعالي : 2572686 وكيل مجموعة صيدليات النهدي. - شركة الرحاب : أ.أيمن خيري – شارع صلاح سالم – 19 عمارات العبور مجتب رقم 2 – تليفون : 0127878581 – 0105144812 – 4042023 – 4034721 - شركة مصر الحجاز المحدوده : 151 شارع الحجاز – مصر الجديده – صندوق بريد 5813 رمز بريدي 11771 القاهره – تليفون 0103417320 – 0103417321 – 6358640 – 6358670 - كليماكس العالميه للتوظيف : مبنى رقم 30 شارع 270 المعادي الجديده – تليفون 7548634 – 7548607 - وكيل موارد بشريه لمستشفى الحرس الوطني بالسعوديه. شركات التوظيف بالخارج فى مصر شركة الاخوة لالحاق العمالة المصرية بالخارج(مهمة) 8ش.ابراهيم نجيب-جاردن......

Words: 3599 - Pages: 15

Free Essay

Alumni Mangement System

...ALUMNI MANGEMENT SYSTEM Introduction The main objective of the system is to create a forum to bring together and facilitate the exchange of information amongst its members and to give opportunities for its members to have a firm link between collage and its members. The alumni can provide the present college students with job opportunities like recruitment. This system will help alumni members to effectively communicate with their old friends, seniors, juniors and their batch mates and will also provide latest news and updates about the system activities. Alumni Online community will provide benefit to the organization by giving great leaders with commitment who upholds ideas and goals further in society of their organization. Alumni Management system provides internet services to remain in touch, feel nostalgic about their past memories. It will help to promote exchange of skills and experience amongst the members and to conduct seminars, workshop and guest lectures. It will also promote social and cultural activities useful to the members and society in general. These programs include reunions, luncheons and receptions, professional sports events, educational programs, and distinguish alumni awards. Overall Description Goals of proposed system Actions Measurable Outcomes Communicate strategically with graduates to create and enhance affinity with the campus · Increase e-newsletter open rate to 20% · Increase participation in social media · Obtain...

Words: 1184 - Pages: 5

Premium Essay

Projcet Mangement

...Projcet Mangement Question 1 Review one of the pages from your local newspaper, and try to identify all the projects contained in the articles. How many were you able to find? You must highlight all of them. From the articles that you had chosen, explain the definition of a project. Why did you classify them as ‘project’? Answer 1 I have chosen two articles extracted from The New Straits Times (Business Times B2) – from the 15th November 2014 issue. There are two (2) articles that I have found that can be classified as a “project’   1. AirAsia Eyes Higher Load in 2015   a. This article entails a project – new cooperate building that is slated to begin in December 2014 and is scheduled to complete by June 2016 which defines a life span of a project and has defined objective of constructing a new building.   b. It is unique as it is a 60 story building dubbed RedQ with an estimated floor area of 613,383 square feet.   c. A building cost of close to RM 140 million with the purpose of serving as a its new cooperate headquarters satisfies the elements of cost and performance requirements that defines a project.   d. It requires cross orginizalation participation because the proposed corporate building is to accommodate multiple departments with various individual and or specialized requirements and needs which involves the input and collaboration for various organizational participates.       e. This building has the element of risk and uncertainty as it......

Words: 333 - Pages: 2