Identifying 3 Customer Types
What Are a Customer and why are they Important? A customer is defined as someone who pays for goods or services from another individual, business or organisation. Customers are extremely important to the world's financial system because without them businesses will fail to make money which will result in the loss of millions of jobs. Special Needs Identifying a customer with special needs is a challenging area of a business. Some won't be able to speak clear English or if they are disabled and can't speak at all. Employees will work better by dealing with people from different backgrounds and need special needs. Customers with mobility problems ASDA will provide them with wheelchairs to get around easier ASDA Superstores which have 2 or more levels are also installing wider lifts which will allow them to get access to higher floors without assistance. Customers who are blind or visually impaired ASDA have Braille signs and buttons around the store to help them get around safely. ASDA cater for customers who are hard of hearing by installing hearing aid machines at key points in the store such as kiosks and checkouts. This allows them to hear staff clearly. ASDA don't really cater for non-English speaking customers but employees are encouraged to use short sentences, write things down for them, speak slower than usual and ask for assistance from other colleagues if
CharacteristicsMotivated by speedLike short deadlinesTend to delay jobs until they are urgentLike pressure & activity
HURRY UP Time Management HO4 Characteristics Motivated by speed Like short deadlines Tend to delay jobs until they are urgent Like pressure & activity Can appear impatient Potential Problems Crisis Management Hate preparation - bad planning Susceptible to mistakes Creates pressure on others with delegation Bad communication Poor health / stress Possible Solutions Plan time for relaxation Develop listening skills Break down tasks into small interim targets Encourage accuracy. BE PERFECT Characteristics Motivated by perfection Reliable, accurate work Thorough preparation, attention to detail Don't like short deadlines Plan ahead Well organised Apply high expectations to self and others Potential Problems Spend too long planning / preparing Inefficient in productivity terms Poor at delegation Missing of deadlines - working late Poor communication - passing on of information Possible Solutions Determine the standard of work required and adhere to it. Delegate and trust others Set an exact deadline and work frame. PLEASE PERSON Characteristics Motivated by pleasing others Natural team players Understanding / Considerate Hate confrontation Find it hard to say no Versatile Potential Problems Accumulate work - can appear disorganised Can't prioritise Prone to interruptions
Investigation into a leader.
Investigation into a leader As with many large firms delegation and communication is given great importance as an aid to employee motivation. The system works on an open basis so that every one at every level has their views and is encouraged to present their ideas. Staff are encouraged to have a questioning approach rather than critical. The importance of new ideas to the company is very high and they feel this is one of the best ways to be constantly progressing. Although mangers and directors feel relatively powerful, they are restricted by the affects of the market, their competitors, their partners, and their investors. Relations between the employee and his boss are both opening and involved. This apparently mirrors the rest of the company. The employee is given a high degree of freedom to make the right decisions to get the objectives completed. He does the same to the rest of his team. This works as both a motivating technique relying on trust and giving those selected a new degree of importance. This has worked well and those delegated to often have an increased work and quality rate. This fits with leadership theory, which is vital to the companies overall progression. Communication is good in the team but as with all companies specialisation makes it harder to broaden technical knowledge to everyone. This means that at times it may be hard to communicate on
Effective telephone techniques in business
Effective telephone techniques in business Phone calls in English for non-native speakers are much more difficult than talking to people face to face. Maybe it's because you can't read the person's expressions or get cues about their meaning from their gestures. And of course as non-native speakers, it is sometimes difficult for us to understand accents and slang properly and that’s why you are already nervous before the call starts. Preparing in advance for a phone call in English is one of the best ways to overcome these difficulties. What to do in advance . Make a list of some vocabulary and phrases you will need to get the information you want. Know what you want to say beforehand, this will assist you once you are conversing with your customer. 2. One of the most important things is to have a fast and practical method of dictating on the phone. Using shorthand spelling greatly increases your efficiency. It is a skill which comes with practise and experience, but of course it is good to practise and improve in advance by yourselve. The basic preparation before phone call: . Being ready to listen actively. 2. Keeping your emotions in check. 3. Listening for specific information. 4. Asking questions when necessary. 5. Don’t worry abou asking people to repeat themselves 6. Don’t worry about asking to speak more slowly There are certain rules that apply to
Career Path decision: Pharmacy vs Dentistry
Pharmacy vs. Dentistry They are completely different careers with similarities and differences. They are both close to the medical field and are doctorate programs. Both jobs require hard work and determination to achieve a degree in the profession. Pharmacy is a wide field, and it ranges from clinical, pharmaceutical companies, teaching, retail etc. It lasts four years to get a ParmD. Pharmacy is an engaging career since you have to interact with patients with diverse problems and suggest how to solve them which is quite rewarding. Pharmacists have a schedule that they have to stick to (work on week days.) This career is stable, as well as the pay, because if you see 1 or 20 patients a day you are still getting your monthly pay. Often, pharmacists are not self-employed; therefore it would be hard to find a job. I found that pharmacy is often boring; it's mostly typing up and putting together prescriptions, which is quite repetitive. There are hardly any challenges and nothing interesting to discuss. Some pharmacists make their job more interesting so they locum, allowing them to change their environment, therefore seeing and talking to a wide range of people. Dentistry seems to be the coming thing, since people are more concerned about their looks and health a lot nowadays. Therefore it would be rewarding to improve people's self-esteem. Dentistry requires six years
Benchmarking - a management term that involves comparing features of business performance with 'best practice' performance in the same industry
Benchmarking is a management term that involves comparing features of business performance with 'best practice' performance in the same industry. Importing tried and tested practices reduces the risk of failure, which means finances do not have to engage in costly research and development for its own ideas, this would allow the business to lower cost per unit increasing market share, and ilimting competition. Benchmarking focus's on rivals allowing firms to understand weaknesses and strength of other firms, this can be exploited and used against them through advertising, to reduce customer loyalty, reducing their sale, decreasing there market share which would create less competition allowing firms to increase sale, or even prices. Benchmarking would make firms implement new ideas to become the market leader, because there are limitations to copying i.e. new motivational methods. This will give the firms greater advantages over firms whom don't have these abilities, this would allow them to negotiate for information for benchmarking. By doing this it may result in other firms benchmarking against you and using it to there advantage decreasing your market share, from what you previously had Information is limiting, because large firms do not want to give away confidential data, this is why information is exchanged, by doing this it gives away weaknesses and strengths which
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A summary of personnel and Human Resource management [P/HRM] from 1900-2000
Task one: A A summary of personnel and Human Resource management [P/HRM] from 1900-2000 HRM indeed is not a new concept however through PM it developed in towards an implemented method of theory. History can be traced back towards the days of Sir Titus Salt and Mr Rowntree, well praised figures of the activists of HRM whom practised the theory and also and turn reaped rewards as a result of this during the industrial revolution. They took the welfare of their employees through housing, sanitation and health to the highest levels during that period. This essentially affected positively the production levels of their organisations towards the highest potential. During early 20th century "... trade unions put in thoughts which set out to establish the needs to put in systems of negotiation [HRM (1997) Trevor Bolton , p79, Bolton]". PM was gradually being thrown out the window, HRM however was now being recognised as the better alternative. 1911 was the introduction of The NHS Act making provisions for the colleague in times of illness where as human resource was now effectively being seen as "..exploitation of the workforce [HRM, (2nd edition) Morris and Wood, p55, Morris]" and not an all round scorer. A new breed of "..educated and healthy.." workforce was now in play [HRM, Trevor Bolton, (3rd edition) Blackwell Business] through direct assistance of the aftermath 2nd
Financial Methods of Motivation
Financial Methods of Motivation Money, and the way it is paid, can affect motivation to work. These are the basic Financial Methods of Motivation. Salary Salary is the fixed compensation or consideration paid, or stipulated to be paid, to a person at regular intervals for services, paid to a person on a regular basis; fixed wages, as by the year, quarter, or month; stipend; hire. Wage Payment for labour or services to a worker, especially remuneration on an hourly, daily, or weekly basis or by the piece. Commission A formal written warrant or authority, granting certain powers or privileges and authorizing or commanding the performance of certain duties. Piece Rate Paying by the number of items produced. Overtime Extra pay for work done over and above normal working hours. It is usually paid at a higher hourly rate. Shift Payments Usually paid for working unsocial hours such as night work. Bonus Payments A special single payment for achieving a target. Profit Sharing A percentage of the profit made by the company is shared amongst the workers. Paying extra money for jobs with difficult hours will usually encourage people to apply for the work. A loyalty bonus can be used to persuade workers to stay with their employer for a long period of time. Employees may not want to work longer than their contracted hours but they can often be persuaded to do
Bletchley Park
Bletchley Park Question 3 Source D is a description from one of the intelligence staff working in Hut 3 on the deciphering of the Enigma code. The source gives details of what their specific hut did. As this member of staff only worked in Hut 3, which dealt with the translation and indexing of the Enigma codes of the German air force, they were only one part of the whole process, and theirs was translation, This source does not really tell you about how Bletchley Park was able to crack the Enigma code. Although this source does not tell you about the deciphering of the Enigma code, not many of the intelligence staff knew the whole process of breaking the code because everything was very departmentalised and security was kept to a maximum. As this member of staff was only a translator, all he did was change the messages from German to English and index it, which was not really involved in decoding the messages. The decoding of the messages Hut 3 received happened all in Hut 6 where all the German Air Force messages were sent. Source E is a picture of a German Enigma machine used to encrypt the Axis messages. This shows us what the machine looked like to encrypt the message, but tells us nothing on how the messages were decrypted. However, we know that the machine was very complex, but from the picture you cannot tell how complex it really was. The Enigma machine mechanically
Bullying vs Workload
BULLYING VS WORKLOAD Jan Long a clinical advisor at the Wiltshire and Swindon NHS Trust, staff support centre was one of the first to establish the anti-bullying rules in the health service. Long realised that there were no set conditions or terms regarding the accusations of bullying, it was an inhibiting issue. She also acknowledged that bullying is crucial within British hospitals. Recent studies carried out by Kent University suggest that one in three NHS workers are constantly victimised. Current studies of 6,000 nurses revealed that one in six NHS workers were bullied in the previous year- and showed increased rates amongst the disabled and ethnic minority nurses. This compared to one in ten of the general public. Tim Field {a former victim} is not alarmed by this revelation. Being a former victim, he conducted a campaign to support workplace victims. The bully- online website attracts five hundred people a day. Frequent users of this site are teachers and the medical profession. Field describes workplace bullies with having mentally impaired personalities, smart but cunning. The credentials to gaining promotions within the medical profession. They are attracted to the profession in order that power and control may be used. Although Long respects the views of Tim Field, she adopts different opinions. Lack of communication and insufficient support for managers,
