These strengths not only help it to protect the market share in existing markets but also help in penetrating new markets. Based on Fern Fort University extensive research — some of the strengths of FedEx are — Automation of activities brought consistency of quality to FedEx products and has enabled the company to scale up and scale down based on the demand conditions in the market. Successful track record of developing new products — product innovation.
Home Twenty Ways to Recognise and Reward Service Excellence A workforce, which is wholeheartedly and enthusiastically supporting the goals of the organisation, has been a key aim of managers since industrial and commercial organisations began.
Today, that quest is even more important to the modern service organisation, which is faced with a mobile and costly workforce and a demanding customer. In a call centre, for example, employees are the organisation in the customer's eyes. Yet bored or burnt-out staff may stay only a year or less.
The ability to fire them up and ensure they present a polished and enthusiastic attitude is crucial. Best practice customer service organisations appreciate only too well that a satisfied and committed workforce delivers excellent service, ensuring long-term customer retention and loyalty.
The thorny management question is how to achieve this through a planned management strategy. The authors put forward 20 ways to motivate service employees and discuss what these mean.
What Do Management Theories Contribute?
The gurus have come up with useful theories and insights on motivation but also have demonstrated the complexity of this area of human energy and behaviour. For practitioners some points are clear, however: Ken Lewis, MD of Dutton Engineering in Bedford, sums this up well when he says that employees are less motivated by money than 'by fulfilling their need to contribute, to be valued'.
This in turn leads them to deliver quality service. At Dutton Engineering employees are encouraged to agree delivery dates with customers, 'to own decisions, to be involved and focused'. Rewards can be based on customer, peer group, management and external feedback, but above all they need to be aligned to the values of the organisation.
WHO should be rewarded and recognised? WHY should they be recognised? WHEN should this happen? WHAT form should the recognition take? HOW should the scheme be administered? Top Twenty Action Checklist Here is a selection of practical exercises you can undertake to help recognise and reward good service in your organisation: Survey Your Staff It is surprising how many organisations assume they know best when it comes to motivating staff.
Well-conducted surveys are a critical means to challenge assumptions. First Direct believes it must continue to work at understanding its employees and the culture more deeply.
It has introduced a Culture Critique, using staff focus groups, and one-to-one interviews not just with current employees but past ones too.
A very successful Lloyd's broking group initiated a staff survey to pinpoint a certain unease among staff, despite major growth in its business.
Poor communication was identified as a particular de-motivator, between managers and staff and between operating divisions. This led to missed opportunities for cross-selling and seeing inconsistency. Staff felt their managers needed to show more understanding, recognise and reward hard work, promote team spirit, improve the working environment and provide clear, fairer working conditions.
Over the next four years goals were set in response to the survey to improve business information in particular. A follow-up questionnaire revealed that there had been a major improvement in communications - up nearly a hundred per cent from the previous staff survey and clients were seeing more unity and consistency across the business.
At a One 2 One call centre, focus groups were set up to survey likes and dislikes to form an agenda for an action plan. At Autoglass poor customer perceptions led it to set up staff focus groups, which reported widespread dissatisfaction with the pay structure and insufficient rewards for top performers.
Major changes in pay and hours have resulted in a five per cent rise in the staff survey and substantially better customer ratings. Develop a Checklist for the Health of Service Quality Use a checklist for the health of service quality in your organisation and publish the results.
The checklist will vary according to the service sector, size of the organisation and other specific factors.An amount that has to be paid or given up in order to get something..
|Thesis,Dissertation Topics:Supply Chain Management,Procurement,Inventory,Logistics Management||Questions you absolutely must consider include: Buy Considerations when outsourcing to reduce cost The decision to outsource a part or assembly is often based on lack of internal resources, refocus of core competencies, or cost reduction.|
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In business, cost is usually a monetary valuation of (1) effort, (2) material, (3) resources, (4) time and utilities consumed, (5) risks incurred, and (6) opportunity forgone in production and delivery of a good or service. All expenses are costs, but not all costs (such as those incurred in acquisition of an income.
Fulfillment by Amazon (FBA) is a service we offer sellers that lets them store their products in Amazon's fulfillment centers, and we directly pack, ship, and provide customer service for these products.
Theses and Dissertations topics related to Supply Chain Management, Procurement Management, Inventory Management, and Distribution Management. Internal and External Factors Team a. Team A: Internal and External Factors Student MGT/ October 1, Instructor Team A: Internal and External Factors The conditions and climate of the business world are constantly changing.
Advanced Data Recovery Services from a Hard Disk/SSD, RAID/Server, USB Flash. Dubai, JLT, Cluster C, Fortune Tower +, + Weakness of FedEx – Internal Strategic Factors.
Weakness are the areas where FedEx can improve upon. Strategy is about making choices and weakness are the areas where a firm can improve using SWOT analysis and build on its competitive advantage and strategic positioning.