Synopsis of Austrade Case Study This case traces the events of Australia’s Trade Commission post (Austrade) in Bangkok, Thailand from a post that had the worst customer service record in the SE Asian region to becoming among the top five posts in the world, all in the space of a few years. It touches on …
Synopsis of Qantas Case This Qantas case reports a series of dissatisfactory service encounters for a business passenger returning on a Qantas 16-hour flight from Los Angeles to Sydney. The case centers around Qantas service recovery efforts (or lack of) and the relationship between customer satisfaction/dissatisfaction (CS/D) and service quality. Further, it demonstrates how repeat …
Synopsis of Perth Zoo Case Study This case is a good example of a not-for-profit service organisation, and the opportunities and problems such an organisation face. It deals with issue surrounding selection of target markets, relationship marketing, getting repeat patronage, generic competition and issues that are like many private sector firms – goods or services. …
Mention Bank Asia Case Study Solution Steps Mention Bank Asia has Taken to Develop a Customer Orientation Remodeling and renovation of branches (“friendly yet professional”) Teller stations redesigned to provide full/express service Touch-screen information terminals installed near entrance Introduction of advanced model ATMs with color screens Increased number of ATMs in branches Access to regional …
This case ‘an incident in the babies’ room’ covers many of the topics in Services Marketing. Twinkle Toes is a typical long-day care center that has been recently taken over by Maria Sanchez. To reduce costs, Maria hires inexperienced staff, but a complaining customer draws her attention to the ramifications of her decision and other …
Online stockbroking is a commonly used phenomenon in today’s era. In a technology market such as this, marketers should be encouraged to think laterally and be very creative. The ‘obvious’ will emerge and be recorded, but researchers should be encouraged to go beyond this. The market structure, in terms of key players, their relative size …
Q1. How should TLM position itself? TLM’s core product is hospitality but the international marketing of Thailand as a long stay tourist destination. It differentiates Thailand from its competitors is the responsibility of the government through the Tourism Authority of Thailand (TAT). TLM’s work should complement the work of TAT, by marketing Thailand specifically to …
Distinguish between the core, supplementary and facilitating services provided by FedEx. FedEx Core Services Air & Road Freight: – International Priority (IP) International Priority Freight Service (IPFS) (Cargo, packages, letters & documents) FedEx Support Services FedEx Packaging EC-Inventory EC-Manufacturing EC-Return Management COSMOS EC-Warehouse Management FedEx Ship Manager FedEx Ship Assistant Customs Clearance Customer Care Program …
The Melbourne Cup is Australia’s premier horse race of the nation (handicap over 3200 meters with over AUD$2 million prize money) and it has its own public holiday in metropolitan Melbourne. The TAB (used to stand for Totalizer Agency Board when government owned and run, but now a public company, Tabcorp Holdings) is the only, …
Answers to the Case Questions What features do you think are important for BDW’s Web site? Blake Dawson Waldron deals primarily with high net worth consumers. BDW’s clients expect to see plush surrounds. BDW’s physical offices tend to reflect that wealth and success. Such visual cues are also expected on the Internet. A “top tier” …
Questions for Discussion What does the experience described in this case suggest about the concept of value and how this is assessed by different people? (Note: It might be helpful to consider this question with reference to the work of Valarie Zeithaml.) Discuss the appropriateness of the club’s use of bundling and other potential sports …
3 Stages of Project Success Criteria Implementation 3 Stages of Project Success Criteria Success of a Project is measurable at three Stages: Stage 1 (Output): Successful completion of Project in terms of Sextuple Constraints (Scope, Time, Cost, Quality, Resources, and Risk) Stage 2 (Outcome): Successful Project Outcomes using product the project has produced, like Stakeholder …
Project Flow Chart Flow Charts represent relationships among the Activities and Tasks that make up a project process. Uses: Determine COQ Study the Steps of a Process leading to a Quality defect Make Changes to the Process with a Quality defect Consider flow diagram for a simple project of painting a house Define Flow Chart, …
Managing and Controlling Project Resources As the Project progresses, the Project Manager must acquire all the resources (human, machine and material), train and manage human resources, and control all the resources. Specifically, Internal Resources are acquired from Functional or Resource managers, depending on the Org. External resources are acquired through the Procurement processes Acquired Resources …
Tools & Techniques for controlling Quality All the Tools & Techniques are used for implementing Quality, specifically Fishbone, Pareto, Run & Control Charts, Check & Tally Sheets, etc. In addition: 1. Root Cause Analysis (RCA) It is used to identify the causes of Quality problems, including defects, to determine how they can be remedied. The …
Monitoring Project Schedule As the Project progress, activities are started and completed as per the Schedule Baseline. Any delays may have Cost implications or incur Penalties (Liquidated Damages) in accordance with the Contract. Specifically: EVA KPIs indicate the Status of Project Schedule-wise. Relevant KPIs are SV tu, SPI tu, SV mu & SPI mu, SV% …
Project Execution The Planned Project Activities are executed to complete the Project Deliverables and the Project Objectives. Project Monitoring Tracking the Project to see where it is. Key Performance Indicators (KPI) help monitor the Project Monitoring a Project with EVA KPIs Project Evaluation Reviewing the Project to see where it ought to be and what, …
Project Quality Objectives Quality Objectives are the goals set for the Project Deliverables (products, services, and results) or its Processes. Some of the common types of quality objectives on a construction project could be: Overall Ensure grade-1 construction and furnishing standards Defects A goal for conformance to specifications such as 0.1% of items failing quality …
Project Quality Management Basic Concepts Quality Management System (QMS) The system of creating and following organizational Policies and Procedures and tailoring them to ensure the Project also meets the needs of the Customer Quality Assurance (QA) Part of the QMS that aims to provide confidence that Quality requirements are being fulfilled and is targeted at …
What are project meetings? Project meetings are face-to-face or virtual meetings held to make decisions, respond to Stakeholder Requests, discuss Project matters of mutual interest with suppliers, vendors, and other project stakeholders. Project Meeting types Following meetings are held on a project: Procurement Meetings Like Pre-Bid Conference, Bid Opening, Contract Negotiations, Contract Review Meetings, Procurement …
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