• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month
Page
  1. 1
    1
  2. 2
    2
  3. 3
    3
  4. 4
    4
  5. 5
    5
  6. 6
    6
  7. 7
    7
  8. 8
    8
  9. 9
    9
  10. 10
    10
  11. 11
    11
  12. 12
    12
  13. 13
    13
  14. 14
    14
  15. 15
    15
  16. 16
    16
  17. 17
    17
  18. 18
    18
  19. 19
    19
  20. 20
    20
  21. 21
    21
  22. 22
    22
  23. 23
    23
  24. 24
    24
  25. 25
    25
  26. 26
    26
  27. 27
    27
  28. 28
    28
  29. 29
    29
  30. 30
    30
  31. 31
    31
  32. 32
    32
  33. 33
    33
  34. 34
    34
  35. 35
    35
  36. 36
    36
  37. 37
    37

MG 309 Strategic Management

Extracts from this document...

Introduction

MG 309: Strategic Management Project Effects of Business Level Strategies On Customer Satisfaction In Connect Fiji Ltd. Lecturer: Dr. Ram Reddy Reguri Tutor: Ms. Noalah Pitia Tutorial Time: Monday 10-11am Team Members I.D.: No.# Name S11048077 Shayal Kumar S11023316 Keith Lawrence Dass S11049134 Farisha Ali S02001433 Bhavik Declaration We Keith, Shayal, Bhavik and Farisha hereby declare that this research project is our piece of work and has not been copied. We have made reference from the text books and gathered information by the distributed questionnaires and observation that is been mentioned in this assignment. Keith Lawrence Dass S11023316 ________________ Bhavik S02001433 ________________ Shayal Kumar S11048077 ________________ Farisha Ali S11049134 ________________ Acknowledgement I would like to thank this opportunity to thank the following people who have helped us in doing this project. Without their valuable help this project would not have been successfully completed. > Mr. Ram Reddy Reguri > Mrs. Noalah Pitia > Management, Staffs and the Customers of Connect Fiji. > Mr Jignesh Chauhan, Manager of Unwired Fiji Ltd. Their valuable and contribution are highly appreciated. Table of Contents 1.0 Introduction 5 2.0 Objective 6 3.0 Scope 7 4.0 Methodology 8 5.0 Literature Review: 10 5.0.1 Business level Strategy Practiced in the Organization 11 5.0.2 Advantages of the Strategies 13 5.0.3 Value Creation 14 5.0.4 How Do You Create Value to Customers 15 5.0.5 Outcome of Customer Satisfaction 16 5.0.6 Background and Information about the Company 17 6.0 Data Analysis 19 6.1 Managements Perspective 19 6.2 Staffs Perspective 21 6.3 Customers Perspective 21 7.0 Findings: Business Level Strategies 22 7.0.1 Cost Leadership 23 7.0.2 Differentiation 24 7.1 Customer Value 26 7.1.1 Methods of Creating Value to Customers 27 7.1.2 Outcomes of Providing Customer Satisfaction 27 7.2 Effects of the Strategies on the Customers 29 5.0 Recommendation 30 6.0 Conclusion 31 7.0 Bibliography 32 8.0 Appendix: A Interview Questions to the Manager 33 8.1 B Staff Questionnaire 35 8.2 C Customer Questionnaire 36 1.0 Introduction Good customers are hard to keep, and even harder to replace. ...read more.

Middle

Connect is determined to help build a better Fiji by providing quality Internet and communications needs for its people and businesses, thereby making it easier for the country to communicate with the world. Connect continually strive to improve our products and quality of service to our customers. Connect has dedicated, knowledgeable, experienced and innovative staff serving as IT engineers, technical officers, Internet application developers, programmers, corporate accounts managers and customer service officers. They combine their skills to provide products and services to your organization's technology needs. Connect has a determined team striving to make a difference in an ever changing networked society. They are a fully owned subsidiary company of Telecom Fiji Limited under Amalgamated Telecom Holdings. Connect Fiji Ltd. began in 1996 with the exclusive license to provide internet services throughout Fiji. They also provide various services to our customers within Fiji. Connect employs over 40 Staff and have offices in Suva, Nadi, Lautoka and Labasa. The future plans for bandwidth, hardware, software and personnel are based on striving to maintain the highest level of quality Internet service; measured by response time, reliability and security as well as competent reliable customer care. Connects Mission Statement Connect understand that their customer's need is paramount - therefore they have made it their aim to be #1 in the South Pacific delivering excellence in serves and technology. Connects Vision It is their vision to be the best Internet Service provider in the South Pacific by providing world class services to all their customers. Connects Goals Their goal is to ensure that they as a company maintain a high level of knowledge in the world of technology and impart this knowledge to their customers. 6.0 Data Analysis The data analysis is from the organization perspective, staff perspective and customer perspective in view of customer satisfaction and how they sustain completive advantage compared to other internet service providers. ...read more.

Conclusion

* Providing high quality services- consumers receiving high quality service. 8.0 Recommendation The following recommendation can be considered by Connect Fiji Ltd to make their services more effective and efficient. * We think that procurement (delivering additional value to the bottom line through new methods) work should be closely done with other business functions it can drive flexibility, ultimately making it expandable to customer needs and creating value to the company's bottom line. * At times some customers are unaware of the packages available at Connect Fiji Ltd, thus the firm should make an effort to make proper advertisement so that the customers are fully aware through advertising via radio and flairs since it's cheaper. * They should also allow customers to try out their new services for free or provide demonstration on how their new services work. * Have some part-time employees to share the load during peak time. * Have more call operators to reduce customer being put to hold. * They should offer higher speed compared to unwired, this will help the recover lost customers who go for speed rather than capacity. 9.0 Conclusion It is rationale for an organization to maintain its existing customers than to attract new customers. Loyal or regular customers continue buying products in the near future and they also recommend their product to other customers thus attracting more customers. The business should always upgrade itself to the available competition so that it is able to achieve greater profit margin. This can be achieved by having a perfect knowledge about the market. After discovering what the customers want the business can begin to understand how their product gives value to the customers. After conducting this research project, it be said that Connect Fiji Ltd has gained a lot by using its business level strategy. This does not mean that Unwired Fiji Ltd should be restricted to business level strategy only. Implementation of other strategies can make the business to be one of the most prominent internet service providers in Fiji. 10. ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our International Baccalaureate Business Studies section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related International Baccalaureate Business Studies essays

  1. Starbucks analysis. Starbucks Coffee in Malaysia. Starbucks face some challenges of modifying their ...

    Starbucks has enjoyed a healthy growth within Malaysia's coffee market since its first outlet opened in 17 December 1998 at KL Plaza, Kuala Lumpur. To date, there are 119 stores all over Malaysia (Starbucks Malaysia Website 2010). In Berjaya Corporation's 2009 Annual Report, it was stated that there was a

  2. Why is good product and service design important? Good design makes good business ...

    Also the text relates how Sasco used focus groups to test out the product's usability. Third, it was easier to make than the old product. The manufactured cost of the product was less than its predecessor. These are the three dimensions on which design can be judged, aesthetics - does it look better?

  1. Unit 4: Describe the recruitment and retention process and documentation in a selected organisation. ...

    * If an employee left their job for a higher position with better pay it could cause problems amongst employees. This problem could either be an argument to which member of staff gets the job. Or it could be that if the employee left their position the area wouldn't run as efficiently.

  2. HMV Group plcs environmental and strategic position

    By understanding the bargaining power of your buyers, helps establish the importance of keeping them happy, which is effective the number one priority, because this is where the revenue comes from. Bargaining power of suppliers The barging power of suppliers for HMV Group may be low, because HMV Group is

  1. Case Study - Recovery Kitchens Ltd

    The increase in production costs for Recovery Kitchens Ltd could make it difficult for them to compete against local competitors. Another factor concerning recycled wood is that it may not always be available because there is only so much wood which can be recycled so therefore if there is not

  2. Leadership styles and analysis of my leadership skills.

    Servant leadership style: this leadership is responsible for their followers and also to a larger extend, less privilege in the society and this type of leadership describes leaders serving followers rather than follower serving leaders. There are different forces that can influence the type of leadership styles, these are: Availability

  1. The Business Strategy of Pizza Hut

    About ten years later, Pizza Hut was serving one million customers a week in their 310 franchising locations. In 1970, Pizza Hut was put on the New York Stock Exchange under the ticker symbol PIZ. In 1986, Pizza Hut introduced delivery service, which no other restaurant was doing.

  2. Sony & Xerox Corporation Production Methods Kaizen and Total Quality Management

    Xerox will also benefit from easy problem solving as they have a reduced supplier base, and so have to deal with fewer suppliers.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work