How to Give Your Old Pages New Google Rankings

by Eric Hoppe Have you noticed a drop in search engine rankings for some of your older web pages? There are various reasons behind this. Over time, some of your web pages will get lower rankings in search engine results pages because of Google algorithm changes and competing websites. However, there are ways you can breathe new life into your older web pages and improve their rankings. Here are some some simple strategies to make this happen. Strengthen Your Internal Links Look at your older content and add internal links to newer, relevant pages. Similarly, find recent, high-traffic pages on your site and insert links back to the older pages you want to strengthen. This will help to build page rank by improving your internal site structure and encouraging visitors to click through to more of your pages. Improve Your External links Regularly check links that point to other websites to avoid wrong redirects and 404 errors. If there are any errors, either replace them with new links to authoritative websites or link them back to one of your own pages that still has high rankings. Check your link profile by using Google Webmaster Tools or a similar program. Create a Link from the Main Navigation Menu A simple way to give an old page a boost is to link to it from your main navigation menu. A high visibility link in the menu should increase page traffic and help it gain better rankings in search engines. Make Pages More Relevant Update Your Content Frequently Updating your content regularly will improve the user experience, which Google loves. The more user-friendly your content, the lower your bounce rates, showing Google your site is more valuable to users. Posting regular blog content will help. If you don’t have the time, why not hire a freelance blog writer to write original articles? Alternatively, buy original content from a freelance SEO content writer. Optimize for Mobile Mobile optimization has become a key part of SEO. Google is rewarding sites that are mobile friendly, so it makes sense to test your site speed and mobile compatibility. Google provides a simple mobile-friendly test for webmasters, but there are many other online tools available. Resubmit Your Website’s Sitemap Once you’ve made changes to your website, it’s important to let Google know about it, so create a new sitemap and submit it to Google. Your site is more likely to get crawled properly and achieve higher rankings because of it. Promote Your Content Again Finally, your content may be great, but you still need to help people find it. Use your social media channels to spread the word, or email your subscribers to drive fresh traffic to the page. The more exposure you can give to your old page, the more traffic it will get, and the more links and shares you’ll receive. In Summary These are just some of the ways you can improve your rankings in search engines for older web pages. It may take time to see the results of your efforts, but follow these tips and you might be surprised at what you can achieve if you persevere.

How Customer Relationship Management Affects an Organization

How Customer Relationship Management Affects an Organization Abstract It is extremely important for any organization to treat their consumers well and satisfactorily since it is them who decide whether the business will succeed or fail (Windham, 2001, p.14). Consumers are complicated individuals and are all led by a different set of motives that later define a pattern of their consumer behavior.Advertising We will write a custom research paper sample on How Customer Relationship Management Affects an Organization specifically for you for only $16.05 $11/page Learn More Commercial Organizations are usually driven by the need to succeed, survive and gain market share in the market and as a result develop appropriate strategies that can assist them to gain dominance within the market. Customer relationship management is a strategy is used by commercial enterprises to manage the interactions between a corporate entity and its customers (Solomon Askegaard 2002, p.56-58). Market evidence suggests that the most successful o rganizations in the world usually apply more effort towards ensuring that customers are satisfied, by continuously collecting and storing relevant data that can be later analyzed to ensure that all relevant consumer behavior patterns can be identified and used to the benefit of both the organization and customers ( Payne Peck 2003, p.90-93). It is therefore accurate to imply that the benefits that arise out of CRM activities outweigh and burdens and this is why organizations like Apple, IBM, HP, Google and Nike can boast of having very successful business models as compared to other businesses who find themselves performing poorer. It hence becomes the duty of business executives that they put in place a mechanism that can be used to manage the interaction of the organization and its customers (Baker 2003, p.165-167). Purpose Customer relationship management is an integral part of today’s business. The nature of relationships and company’s interactions are vital to bo th the long-term and short-term survival (Paul, 2006, p.154-157).Advertising Looking for research paper on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More Today’s business environment dictates that it is mandatory that organizations take care of their consumers or else they will go looking for business somewhere where they do feel appreciated. The customer is the pivot and center of all activities of a marketing company and thus has a lot of bargaining power because it is their behavior that most of the time defines how successful an organization will become ( Bennet, 2006, p.67-68). Marketers need to acknowledge the importance of keeping close relationships using strategic techniques and approaches to ensure that commercial organization regularly interact and respond to the queries of their customers. The purpose of this paper is to shed light to those individuals who operate commercial organizations/bus iness enterprises and how Customer Relationship Management affects on the organization. The question is, does it make a difference if an organization dedicates the necessary resources and even sets up departments that are dedicated towards maintaining the relationship of the organization and its clientele? Why do some organizations dedicate millions of dollars which could otherwise been paid as dividends back to the shareholders just to ensure that the organization sets up a proper interface which will make sure that the needs, desires, wants, expectations and queries of consumers are well catered for. Methodology Gathering data is a very important part of any research; this research being a scientific research that has a well defined problem, it is vital that the data gathered is highly accurate and lacks bias. The research will thus be conducted by using secondary data from well known trusted publishers and websites.Advertising We will write a custom research paper sample on How Customer Relationship Management Affects an Organization specifically for you for only $16.05 $11/page Learn More The research above is an exploratory type of research whereby the researcher conducts research with the aim of shedding light on a problem/issue which has not yet been well defined. When a researcher embarks on this type of research, the researcher can therefore make accurate and more justified conclusions (Hoffman Novak, 2000, p. 77-79). This type of research is well known to use secondary sources of data and qualitative approaches to describe data. The advantage of using qualitative analysis techniques is that the data can give an indication as to why, how and when certain phenomenon occurs. Findings The world’s top organizations, especially companies listed on the fortune 500, have revealed that the secret to their success is in treating their entire consumers with the best experience. Top managers, boards and business executives have realized that the worlds most respected companies like Google, Nike, Apple Inc., Toyota, Dell, HP, Yahoo and Microsoft have put in place the necessary mechanisms to maintain relationships between their organization and consumers ( Parker, 2000, p.199-201). The Role of CRM cannot be ignored by any business either a small business or a big business, this is because the need to manage relationships between the organization and the consumers is very important. According to the Gartner group (2009), the practice of CRM is rapidly growing throughout the global business community since business managers have discovered that the key to business success is by understanding the behavior patterns of existing and prospective customers and using it to the advantage of the organization. Many organizations have realized that companies which are recognized as industry leaders are doing something different that keeps bringing their consumers back (MacHulbert Piercy, 2003, 212-215).Advertising Looking for research paper on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More Consequently, other companies have decided to study and replicate strategies of market leaders as far as CRM is concerned with the aim of understanding their customers better in order to maximize on business opportunities. Many upcoming companies have thought that it will be easy for them to snatch consumers from market leaders but their efforts have ended up being futile because established companies have discovered that for them to maintain their business models and continue growing even when they are at a stagnant place in the product life cycle, it is important for the company to take good care of its existing customers and encourage repeated purchase. Companies like PwC (PricewaterhouseCoopers), KPMG and Deloite are famous companies which are known to consult for the largest world corporations, their services have assisted many companies develop the best CRM departments. A good example is IBM’s superior Customer relationship management process is what it is because the c ompanies worked together with PwC to ensure that their CRM needs were properly addressed when the department was being set up. Companies which have embraced CRM practices are more likely to understand their consumers. Many organizations like Apple have acquired the appropriate software from vendors that allows them to gather data from their consumers and store them for analysis (Trott 2008, p.160-162). As a result the company has created a large data mine which the company can withdraw useful data that assist the company in improving the customer experience. Consumer behavior theorists have always insisted that it is important for marketers to understand the tastes, preferences, perception and attitudes of your target market. This is thus why a company like Apple Inc. is able to narrow down on numerous volumes of data and make useful information that gives them a more precise picture of what their consumers ideally want. The same cannot be said for companies who pay little attention to customers relationship management practices simply because decision making in this companies is more of gambling/trial and error making it quite hard for the company to narrow down consumer behavior variables and parameters with much more accuracy ( Hoffman Novak 2000 p. 179-183). Once a company fails to accurately define and understand the needs and desires of consumers it becomes more difficult to operate at a competitive advantage. A commercial company’s desire is to enjoy a large market share. An organization with large market share is more likely to end up as industry leader. Customer relationship management helps companies be able to retain and also attract new customers. The process of attracting new customers is not cheap because it involves spending a lot of money in promotion activities which basically reducing the profit margins of a company. Promotion activities such as advertisements are very expensive especially when they run on popular media such as the TV and radio, business executives thus try to minimize the number of consumer defection and increase the number of consumer retentions in order have a large market share (MacHulbert Piercy 2003, p. 54). Apple inc. for example has used CRM practices to retain a high number of consumers and attract new ones by offering complete solutions for their customers, opening dedicated stores that sell only apple products, ensuring that education sales activities assist customers to gain technical and operation knowledge on the products that they sell, the company also understands the need to be technologically alert and thus it is aggressive as far as innovation is concerned. The availability of technical expertise to repair or answer any technical questions from consumers is also part of Apples superior CRM strategy that has enabled the company over the years to win customers who were earlier loyal to other brands ( Hoffman Novak, 2000, p.99-101). In contrast there is a clear difference when smaller companies are put to task on their CRM strategy this is why Apple has been able too gain massive market share by appealing to many consumers to purchase the iPhone as soon as it was developed. Apple also went a step further to surpass expectation of consumers by manufacturing far much superior models of the iPhone to succeed each preceding model and this is the reason that consumers line up for hours sometimes even overnight to acquire new models of the iPhone as soon as they are launched thus this is therefore why other companies which are known to have good smartphones such as Asus and HTC and Toshiba have not been able to match up with Apple’s iPhone. CRM activities usually enable a company achieve a high level of quality and efficiency during it’s operation. Companies which have understood the needs and desires together with expectations of their target market are able to plan in advance the service delivery process and therefore surpass the expectations of their consumers. Consumers always want the best and therefore usually expect to get value that is either directly related to the value of their money or even expect that the quality surpasses the price which they paid for the good (Kitchen, 2003, p.23). If a company markets its products as the best then the consumer approaches the company knowing in mind that the service provider or the product provider will deliver. Consumer relation management software act as a platform under which the company can obtain relevant information which will assist the company to accurately predict the expectation of their customers and as a result put in place mechanisms that will enable their staff cater to the expectations of the consumers with more certainty. (Gartner 2008 123) Without a good CRM program or department, it then becomes more difficult for business executives and especially customer care representatives to maintain a consistent level of quality and efficiency while serving consumers ( Gummesson, 2002, p. 201-203). A company like HP has put in place a good CRM strategy that enables the company accurately offer technical support that matches the specifications of each consumer. The company uses a heterogeneous approach while dealing with their consumers and therefore there are no assumptions that are made especially when dealing with I.T needs of their cherished customers. The advantage of using such an approach has also enabled cultivate some loyalty especially among their consumers due to high levels of satisfaction that arises out of the high quality of service delivery that the company has put in place as a result of a superior CRM strategy (Kitchen, 2003, p.133-142). A good Customer Relationship Management strategy is highly advantageous to an organization because it is most likely to increase the levels of profitability and reduce unnecessary costs. A healthy customer base is necessary for excellent commercial performance and CRM usually plays a big role in b oth financial and non financial performance. Contrary to common belief whereby businessmen believe that by spending more on satisfying customers a business looses money, CRM activities can be costly on the short run but the cumulative advantage and benefits experienced in the long run are quite advantageous according to Gartner, Inc (2008) businesses that operate using a vigorous CRM strategy are more likely to save on costs and increase their profits over the years. Companies which do not prioritize their CRM activities are more likely to spend more money to please and attract customers using other avenues that may end up being futile. (Jones 2010 124) Organizations with CRM programs are most likely to have good reputation and public image. Happy consumers talk and therefore spread positive information about the organization and this is therefore good for business. When consumers spread positive information about an organization to their friends, then their friends are more likely to trust them and elicit positive behavior towards the company by purchasing products from the company. Especially with the emergence of viral marketing and numerous social sites, commercial enterprises are more likely to take their CRM activities to another whole new level. Nike is the leading athletic shoe manufacturing company, the company decided to open its own social site Joga.com so that the process of gathering information and interacting with consumers can become easier (Maselli, 2001). The website has assisted the largest athletic shoe manufacturer to continue manufacturing innovative shoe brands for the sporting elite community. The site has contributed a lot to Nike’s overall CRM strategy and activities and continued to improve the image of Nike as a company which cares for its consumers. Conversely other companies within the Athletic shoe industry do not exhibit the same and therefore this has affected the way their performance and image as brands in that market. (Hyatt 2010 63) Research Limitation Many commercial organizations are quite secretive and protect data that is associated with CRM activities and release more generalized information making it quite hard to understand the nature of systems and specified activities that commercial enterprises in the process of managing interaction between the organization and its consumers. This move has been put in place in order to protect the various strategies that companies put in place so that competitors cannot replicate them and use them. The timeframe of carrying out the research was quite short considering that CRM is a very large topic that can be investigated even for months. This fact therefore reduced the quality of research because carrying out particular individualized case studies can take up to months. Nevertheless the researcher used the time allocated to him/her to ensure that all the relevant secondary data was used to bring about relevant conclusive findings on this topic. (Her sey, Blanchard Johnson, 2007 45) The availability of resources such as money also was one of the limitations of this research. A good research can be successfully carried out by a researcher in order to get access to the necessary tools and information that is required to the process of carrying out research. With limited funds the researcher was unable to access premium websites that charge researchers in order to access them. (Hogan Kaiser, 2005 78) Practical implications The findings of this research will therefore be very important to the entire global business community, this includes both multinational companies and local companies or even small scale businesses (Newell, 2003, p.43; Molineux, 2001, p.12-14). Since it is clear that CRM practices clearly affect the profitability, costs, customer loyalty, switching rates, delivery of quality and efficiency, it thus becomes necessary that business executives and entrepreneurs formulate, implement and continuously evaluate CRM str ategies that will ensure that their organizations are able to accurately identify and narrow down on the needs, wants, desires, motives, tastes and preferences, attitudes and perceptions of the customers who interact with the business (Frazer, 2003, p.87-91). When businessmen succeed in understanding their consumers, they will be more likely to ensure that their products are customized so that they are able to meet the expectations of their customers. Since it is clear that organizational success also largely depend on how good their CRM function is integrated in day to day business, it is important that managers acknowledge the fact that CRM plays a big role in deciding the competitive advantage that an organization has in an industry when it is compared with its competitors (Egan, 2004,p.111-114). With this in mind managers should accept the fact that they are preparing for failure if their organizations decide not to integrate Customer Relationship Management into their business models. (Blyth, 2009 45) Social implications It is the duty of a business to ensure that it has a positive social impact on the various environments that the business operate in (East 1997, p. 19-21). If CRM practices are picked up by every organization within the environment, it will ensure that most consumers within this area will be happy due to the high level of satisfaction that they usually experience as a result of good business. A satisfied consumer is a happy consumer;. The happy customers translate to a happier community and a happier society (O’Malley Tynan, 2001, p.17-23) Originality This research is original and unique in the sense that it has taken a more social and one on one approach by looking at various industry practices of the world’s most respected companies to bring an insight into the importance of CRM in today’s business environment. Conclusion From the study, Customer Relationship Management activities do affect the performance of organ izations either positively and negatively. Organizations which take CRM activities more seriously are able to enjoy better financial and non-financial performance as compared to those organizations which ignore the importance of CRM in their business operations. With such facts in mind, business managers are required to be more aggressive and dedicate a lot of time towards ensuring that their organizations plan carefully and integrate CRM activities with the activities of other departments to ensure that the concerns of both the organization and consumer are taken care of. References Baker, S., 2003. New Consumer Marketing.New Jersey: Wiley and sons. Bennet, P., 2006. Marketing Management and Strategy, 4th edn. New York, NY: Prentice Hall. Blyth, M., 2009. Business Continuity Management: Building an Effective Incident Management Plan. New Jersey: John Wiley and Sons. East, R., (1997). Consumer Behavior: Advances Applications in Marketing FT New: York: Prentice Hall. Egan, J. (2004) . Relationship Marketing: Exploring Relational Strategies in Marketing. 2nd ed. New York: Prentice Hall. Frazer, R, J., 2003. It’s All About Customers. New York: Kogan Page. Gartner, Inc. 2008.Gartner Says Worldwide Customer Relationship Management Market Grew 23 Percent in 2007†. Gartner Inc. Retrieved from https://www.gartner.com/en Gartner, Inc. 2009. Gartner Says Worldwide CRM Market Grew 12.5 Percent in 2008. Gartner Inc. Retrieved from https://www.gartner.com/en Gummesson, E., (2002). Total Relationship Marketing. 2nd edition. New York: Butterworth- Heinemann. Hersey, P., Blanchard, K. H. and Johnson, D. E., 2007. Management of Organizational Behavior: Leading Human Resources. New York, NY: Prentice Hall. Hoffman, D., Novak, T., (2000). â€Å"How to Acquire Customers on the Web.† Harvard Business Review, 179-188. Hoffman, D. Novak, T., (2000). Relationship Marketing. Bunbury Road: Butterworth-Heinemann. Hogan, R., and Kaiser, R. B., 2005. â€Å"What we k now about leadership.† Review of General Psychology, 9(2), 169-180. Hyatt, K., 2010. â€Å"The influence of the leadership practice â€Å"challenging the process† on perceived organizational support.† Proceedings of ASBBS 17(1), 351-361. Jones, G., 2010. Organizational theory, design, and change. Upper Saddle River, NJ: Prentice Hall. Kitchen, P., (2003).The Future of Marketing: Critical 21st-Century Perspectives New York: Palgrave. MacHulbert, C. Piercy, H., (2003) Total Integrated Marketing: Breaking the Bounds of the Function. New York: Kogan Page. Maselli. J., 2001.†Lack Of Integration Hurts CRM Efforts: The PwC survey also finds that businesses still dont understand whats important to consumers when interacting with a business.† Information Week. Retrieved Retrieved from https://www.informationweek.com/Default.asp Molineux, P., 2001. Exploiting CRM: Connecting with Customers London. New York: Hodder and Stoughton Educational. Newell, F., 2003. W hy CRM Doesn’t Work: How to Win by Letting Customers Manage the Relationship. New York: Kogan Page. O’Malley, L., Tynan, C., 2001. â€Å"Reframing Relationship Marketing for Consumer Markets.† Interactive Marketing 2(3), 240-246. Parker, R., 2000. Relationship Marketing on the Web. London: Adams Streetwise Publications. Paul, G., 2006. CRM at the Speed of Light 4th Edition. New York: McGraw Hill. Payne, C. Peck, C., 2003. Relationship Marketing for Competitive Advantage Burnbury Road: Butterworth-Heinemann. Solomon, B., Askegaard, L., 2002. Consumer Behavior: A European Perspective FT. New York: Prentice Hall. Trott. P., 2008. Innovation Management and New Product Development, 4th edn. London: Pearson. Windham, L. 2001. The Soul of the New Consumer. The Attitudes, Behaviours and references of e-Customers. New York: Allworth Press.

Nutrition 2B Essay Example | Topics and Well Written Essays - 750 words

Nutrition 2B - Essay Example ngs regarding the fact that whether I am obtaining the required amount of nutrition or not from the intake of my favorite non-veg meals (KFC, â€Å"Food†). I am fond of KFC’s chicken buckets and thus, visit the outlet once a week. I majorly place order for the Kentucky grilled chicken (6 pieces) bucket and the extra crispy (6 pieces) bucket on alternate basis. Apart from these two, I also order for rice bowl meals, desserts, mac & cheese and green beans for altering my taste. Thus, evaluating the nutritional value served within each bucket (6 pieces) of grilled chicken in the first step (KFC, â€Å"Food†). The above formulated tabular charts project a clear description regarding the percentage of nutritional value, which I get from the favourite foods I order in a KFC food outlet. The data provided within the table helps in determining that the ordered food combinations cannot provide the complete amount of calorific value, which I require on daily basis as a diabetic patient. The level of saturated fat intake from the chicken bucket is high in comparison to other food items depicted in the third table. Moreover, it can be observed that the percentages of sodium provided by each of the food products are quite high. The below provided table describes about the daily nutritional requirements for diabetic patients (Treatment For diabetes, â€Å"3 Diabetes Diet Meal Plan Guidelines†). Apart from just sodium and calorie value, protein intakes through the consumption of the chicken buckets are also high in comparison to the regular calorie requirement. However, one specific benefit of consuming fast food combos is that the level of intake of trans fat is comparatively low as can be understood from the tabular data. Thus, for consuming the appropriate amount of calorie and other specific intakes, it is necessary that I make certain alterations within the previous order combinations. Although being a big fond of the KCF chicken items, I will have to focus more on the

The impact of Sports on Media Research Paper Example | Topics and Well Written Essays - 2500 words

The impact of Sports on Media - Research Paper Example Sporting events are frequently played on the media, and celebrated through advertisements and sponsorship. The way that sports are perceived is also a cultural phenomenon and as such this varies significantly depending on what part of the world is being examined. For example, Britain is well-known for behavior known as soccer hooliganism, which consists of violence occurring between soccer fans (Dunning, 2000). Although violence between fans is observed with other sports, such as the beating of fans (CBS News, 2011) in football (Roberts & Benjamin, 2000), the way that this occurs with soccer fans is unique, and can result in behaviors such as mobs of fans rushing the field (Dunning, 2000). Because of these differences, this paper will focus on the four major sports within North America, hockey, basketball, football and baseball, rather than considering sports globally. Both popular culture and the media are subject to two distinct, contradictory pressures. The first of these is the dissatisfaction with current forms of entertainment, and a desire to find new focuses, or to access a broader market. The second pressure is where people seek out the forms of entertainment that interest them, while avoiding those that do not. Sports have the potential to impact the media in either way. They could act as a unifying force, bringing together people with a wide range of different viewpoints. Alternatively, the media could treat sports as being a niche interest that is only a relatively small number of people care about. The purpose of this essay is to examine what effect sports has on the media, whether the media responses to sports are unifying or diversifying and if this changes depending on the type of sport or sporting event that is being shown. There is a substantial relationship between the media and sports within the United States, and the media has a

Comparison and contrast Essay Example | Topics and Well Written Essays - 1250 words

Comparison and contrast - Essay Example By analyzing these fragments and piecing them together, a modern civilization can extrapolate and theorize about long-term social changes that occurred throughout the rise and fall of empires. In Ancient Greece and Persia, in particular, one can trace the influence of individuality on those two empires’ vision of man’s place on earth. Individuality is a concept rooted in the fabric of Greek society, while it is the value of obedience to god-like authority that one sees most clearly in Persian society. These differing social, moral, and philosophic factors are all perceptible in study of the artworks that have survived from these ancient peoples. Art is particularly useful for understanding the lives and beliefs of ancient peoples because, according to one scholar, art tells a person more about the reality of something than do the bare facts uncovered by empirical investigation (McBrien 132). Because social values strongly influence the individual perception of the world , artworks created by individuals in that context share a great knowledge about the cultural understandings of that social context. Therefore, one of the most important ways of analyzing an ancient culture is to look at its art. One key aspect of any given culture is its view of the individual versus society. Some societies clearly favor an individual’s place in the world, while others clearly support the society over individuals. The bust of Pericles sits in the British Museum and is a slightly idealized version of the Athenian political leader. Although the bust as we see it today is a copy of an earlier work completed by Cresilas, it is faithful to the original and demonstrates the qualities given to the representation of Pericles by the sculptor. Pericles was a famous leader of Athens during the time of the Peloponnesian War and the construction of the Parthenon. Despite the tendency of leaders to be immortalized through history, the history of Pericles is relatively accu rate due to the quality of Athenian historians. In many ways, Pericles represents the golden age of Athens, and his bust reflects that history, without going over to extravagance. In the bust, Pericles peers off into the distance, wearing atop his head a mask of war, and keeping a thick beard. The size of the bust is realistic with respect to its dimensions and how it models an actual human being’s size. These features make the bust look very realistic and human: treating Pericles very much as a man of achievement and virtue, rather than as a god. In contrast, the Persian statue of Darius I, who was treated as a god in his empire, is a depiction of a god and not a mere mortal. It is Egyptian in character, which was a civilization known for treating its rulers as divine beings. A hieroglyphic inscription on the statue states, â€Å"Darius—may he live forever! The statue, formed as a true image of the perfect god, the Lord of the Two Lands† (Mysliwiec and Lorton 1 51). The statue lives up to this commencement: showing the figure as a towering being without attachment to the physical world. While the statue commands an instant attraction to what exactly it means, the purpose of the statue seems immediately clear: to give a sense of reverence and admiration to the leader of the Persian people. Darius clearly used the rhetoric of a godlike figure in order to

Management Structures And Organization Of Hotels

Management Structures And Organization Of Hotels This module introduces the basic concepts of hotel operations. It will help students to acquire the basic knowledge about the hotel business and its operations prior to acquiring more knowledge in the field The learner should read the ATHE resources, study the recommended text book on this unit and also do their own research. Learning Outcomes and Assessment Criteria Centres are free to offer this the qualifications using any mode of delivery that meets the needs of their learners. This may be through traditional classroom teaching, open learning, distance learning or a combination of these. Whatever mode of delivery is used, centres must ensure that learners have appropriate access to the resources identified in the specifications and to the subject specialists delivering the units. This is particularly important for learners studying for the qualification through open or distance learning. The lecture and seminar notes provided below are for guidance and it is up to the centre whether they use these or alternative ones. The questions at the end of each unit will form the evidence of understanding. Learning Outcomes and Assessment Criteria 1. Understand how to categorise the different levels of management. 1.1 Explain how the first line management level differs from middle management level. 1.2 Differentiate the variety of functions of someone who works at top management level. 2. Understand management structures and the way in which the hotel is organised. 2.1 Explain the nature and necessity of management structure in a large hotel. 2.2 Describe and illustrate an organisational structure suitable for a medium sized hotel in a city centre. 3. Understand the importance of maintaining different types of food services within a hotel. 3.1 Examine the different types of room service available for food and beverage. 3.2 Analyse the management of food service in a large hotel. 4. Understand how to appraise the various control systems within a major international hotel. 4.1 Formulate different ways of creating and storing information in a hotel. 4.2 Understand the various ways of financial control systems in a specific hotel. Introduction to Hotel Management Suggested Lesson Plan 1. Understand how to categorise the different levels of management. 1.1 Explain how the first line management level differs from middle management level. Seminar In this seminar the lecturer should discuss with the students about two different line managers as an example quality of first line management and middle line management Lecture This lecture should focus on front line staff should be highly skilled. Group discussion The lecturer should ask the students to pick the work schedule of a Laundry Manager, where teamwork was working and was disrupted by different factors, then facilitate a discussion around this. 1.2 Differentiate the variety of functions of someone who works at top management level. Lecture Explain the variety of functions in a large hotel and identify the top management ones. Seminar: Discuss the paragraph below A manager may be responsible for one functional area, but the general manager is responsible for all areas. Most commonly, the term general manager refers to any executive who has overall responsibility for managing both the revenue and cost elements of a companys income statement. This is often referred to as profit loss (PL) responsibility. This means that a general manager usually oversees most or all of the hotels marketing and sales functions as well as the day-to-day operations of the hotel. Frequently, the general manager is also responsible for leading or coordinating the strategic planning functions of the company. In many cases, the general manager of a hotel is given a different formal title or titles. Most corporate managers holding the titles of chief executive officer (CEO) or president, for example, are the general managers of their respective businesses Seminar Discuss the duties of a general manager In hotels, the General Manager is the executive manager responsible for the overall operation of a hotel establishment. The General Manager holds ultimate authority over the hotel operation and usually reports directly to a corporate office or hotel owner. Common duties of a General Manager include hiring and management of a management team, overall management of hotel staff, budgeting and financial management, creating and enforcing business objectives and goals, managing projects and renovations, management of emergencies and other major issues involving guests, employees, or the facility, public relations with the media, local governments, and other businesses, and many additional duties. The extent of duties of a hotel General Manager vary significantly depending on the size of the hotel and company; for example, General Managers of smaller hotels may have additional duties such as accounting, human resources, payroll, purchasing, and other duties that would usually be handled by other managers or departments in a larger hotel. Group Discussion Discuss issues brought up at the lecture and how will this differ with smaller hotels. 2. Understand management structures and the way in which the hotel is organised. 2.1 Explain the nature and necessity of management structure in a large hotel Lecture Lecturer will use the following structure and explain to students. A typical organizational chart for a mid-scale to large hotel: General Manager Assistant Manager or Operations Manager Director of Room Operations Front Office Manager Guest Relations Manager(s) Concierge Manager Front Desk Manager PBX Supervisor Reservations Manager Bell Services Manager Executive Housekeeper Housekeeping Manager(s) Director of Sales Marketing Senior Sales Manager Sales Manager(s) Sales Coordinator Catering Manager Revenue Manager Convention Services Manager(s) Director of Food Beverage Restaurant Manager(s) Room Service Manager Bar Manager Banquet Manager Chief Engineer Director of Human Resources Director of Security Spa Recreation Manager Accounting Manager / Controller Group Discussion Discuss issues brought up at the lecture and how this structure will differ with smaller hotels. 2.2 Describe and illustrate an organisational structure suitable for a medium sized hotel in a city centre Seminar Students will use the organisational chart shown above and then design a flow chart for a smaller hotel. 3. Understand the importance of maintaining different types of food services within a hotel. 3.1 Examine the different types of food service available for food and beverage. Lecture Teacher should explain the different types of food services available and students should then write down examples and the type of person who uses them, e.g. business lunch or quick snack. Students can use notes below. There are various types of food services. Restaurants fall into several industry classification based upon menu style, preparation methods and pricing. Additionally, how the food is served to the customer helps to determine the classification. Historically, restaurant referred only to places that provided tables where one sat down to eat the meal, typically served by a waiter. Following the rise of fast food and take-out restaurants, a retronym for the older standard restaurant was created, sit-down restaurant. Most commonly, sit-down restaurant refers to a casual dining restaurant with table service rather than a fast-food restaurant where one orders food at a counter. Sit-down restaurants are often further categorized as family-style or formal. In British English, the term restaurant almost always means an eating establishment with table service, so the sit-down qualification is not usually necessary. Fast food and takeaway (takeout) outlets with counter service are not normally referred to as restaurants. Outside of North-America the terms Fast casual-dining restaurants, Family style, and Casual dining are not used. Junk food establishments would also not often be referred to as a restaurant. Group discussion After both the Seminar and Lecture the tutor/lecturer should ask the students to write down any questions they have and partake in researching those questions. The students should then bring those questions and research they have undertaken to a smaller group where debate and questioning should be encouraged 3.2 Analyse the function of food and beverage service in a large hotel. Lecture Examine the roles of the Food and Beverage department for a hotel business. The Food and Beverage (FB) department in a hotel is responsible for the operation and maintenance of the dining rooms, restaurants. room service (if available), and the needs of any other function such as a meeting or party that might desire food and beverages. SeminarWhat is the difference in the management of food and beverage services offered by a large hotel compared to a budget hotel. 4. Understand how to appraise the various control systems within a major international hotel. 4.1 Formulate different ways of creating and storing information in a hotel. Seminar Discuss how the information hotels get from guests including personal and bank cards and how they are stored in a secure way 4.2 Understand the various ways of management control systems in a specific hotel. Lecture 2 The lecture can be based on definition and examples of management control. Management controls, in the broadest sense, include the plan of organization, methods and procedures adopted by management to ensure that its goals are met. Management controls include processes for planning, organizing, directing, and controlling programme operations. A subset of management controls are the internal controls used to assure that there is prevention or timely detection of unauthorized acquisition, use, or disposition of the entitys assets.Simons (1994) defined MCS as the formal, information-based routines and procedures managers use to maintain or alter patterns in organizational activities. Seminar In this seminar the lecturer should discuss with the students utensils Inventory control of every department. Unit 2-Hotel staff Management This unit is to help students understand the importance of staffing in a hotel. Learning Outcomes and Assessment Criteria Importance of briefing of hotel staff Regular coaching gives staff development Appraisal and training gives motivation to staff Staff co-ordination keeps good team work within the industry Hotel staff require speaking skills Explain GMs working process of a hotel Explain all departmental heads duty rosta 1. Understand effective methods of communication for hotel managers when managing staff. 1.1 Examine the different methods of communicating with staff in a large hotel. 1.2 Analyse the importance of the management of staff coordination within a large hotel. 2. Understand hotel organisational charts 2.3 Explain why lines of authority are particularly important in a large metropolitan hotel. 2.4 Evaluate the importance of two organisational rules and regulations. 3. Understand how to review and comment on the management organisational structure of different types of hotels. 3.1 Illustrate the chain of command in a small hotel by using a Management Organisational Chart. 3.2 Explain the nature and necessity of a complex structure in a large hotel. 4. Understand progression opportunities within the hotel industry. 4.1 Analyse the career path within one department of a large hotel. 4.2 Illustrate using a diagram the place of the hotel industry as one of the components of the Tourist industry. Hotel Staff Management-Suggested lesson plan 1. Understand effective methods of communication for hotel managers when managing staff. 1.1 Examine the different methods of communicating with staff in a large hotel. Lecture The lecturer should select a large hotel and discuss the different methods of communication available for both guests and staff. This would depend on the size of the hotel. The students should then be given an assignment where they would imagine a large hotel in a city where many of the staff and guests have lesser knowledge of English and how to communicate messages. Group discussion Continue from lecture and discuss. 1.2 Analyse the importance of the management of staff within a large hotel. Lecture can be based on following notes Small- and medium-sized firms employers realise the value of their staff in driving forward business success according to a recent survey based on a telephone interviews with 500 SMEs. However, too few SMEs focus on the need to motivate staff other than by financial incentives.83% of the SME directors/senior managers surveyed see employees as their businesss most important asset, while 63% believe that attracting and retaining staff is as important to an enterprises success as providing good customer service.However, the report, People Management in Growing Companies, commissioned from MORI by gusinessHR, a SME human resource advisory specialist, also examines SMEs behaviour in terms of expenditure and policies in the light of these opinions. It reveals that SMEs are not necessarily reflecting their views in their actions.A key finding is that SMEs are concerned with their employees job satisfaction and staff motivation, but as many as 86% feel that financial incentives salary and b enefits will do the trick in attracting and retaining staff. Only 28% cited good training and development opportunities for employees as important, with just 25% viewing achieving a good balance between work and home life as significant. An overview of SME human resource policies illustrated that they tended more towards protecting the employer than nurturing the employee. 96% have formal employment contracts, 93% have disciplinary/dismissal procedures, and 88% have health and safety assessment audits and grievance procedures. Only about three-quarters have staff training and development plans and less than two-thirds have a formal appraisal system in place.Businesshr managing director Ian Stobie commented, Skills shortages and the rising costs of recruiting staff mean that it is vital for SMEs to retain key staff if companies wish to grow. Throwing money at someone who is bored will not buy their commitment or ensure consistent, outstanding performance. Interestingly, the larger SMEs (those with over 100 employees) tended to be more concerned about motivating and retaining staff, and their productivity, and placed more value than smaller companies on training and self-development, as well as having more systems and policies in place which motivate and support employees. 91% of larger SMEs have staff handbooks, 85% training and development plans and 80% have an appraisal system.Manager of Advisory Services at businesshr, Tom OReilly, explained, you can think like a corporate but on a smaller scale. SMEs need to get to the root of the issues that affect their employees [rather than just increasing their salaries, for example].There are a variety of sources to tap about human resources issues, but a useful starting point for smaller businesses, is the Small Business Advice Service, managed by the Department of Trade and Industry. Its website is at www.businessonline.org . For a copy of the report, visit www.businesshr.net/businesshr_27cApril.pdf .With thanks to Lloyds TSB Success4Business. For more news and information visit www.success4business.com © 2010 Association of Tourism Hospitality Executives Group discussion Discuss and answer questions on case study. 2.Understand hotel organisational charts 2.1 Explain why lines of authority are particularly important in a large metropolitan hotel. Lecture Organizational structure involves, in addition to task organizational boundary considerations, the designation of jobs within an organization and the relationships among those jobs. There are numerous ways to structure jobs within an organization, but two of the most basic forms include simple line structures and line-and-staff structures. In a line organization, top management has complete control, and the chain of command is clear and simple. Examples of line organizations are small businesses in which the top manager, often the owner, is positioned at the top of the organizational structure and has clear lines of distinction between him and his subordinates. The line-and-staff organization combines the line organization with staff departments that support and advise line departments. Most medium and large-sized firms exhibit line-and-staff organizational structures. The distinguishing characteristic between simple line organizations and line-and-staff organizations is the multiple layers of management within line-and-staff organizations. The following sections refer primarily to line-and-staff structures, although the advantages and disadvantages discussed apply to both types of organizational structures. Several advantages and disadvantages are present within a line-and-staff organization. An advantage of a line-and-staff organization is the availability of technical specialists. Staff experts in specific areas are incorporated into the formal chain of command. A disadvantage of a line-and-staff organization is conflict between line and staff personnel. Group discussion Questions and discussion relating to case study. 2.2 Evaluate the importance of two organisational rules and regulations. Seminar In this seminar the lecturer should discuss different organisational rules and regulations. Group discussion After both the Seminar and Lecture the tutor/lecturer should ask the students to write down any questions they have and partake in researching those questions. The students should then bring those questions and research they have undertaken to a smaller group where debate and questioning should be encouraged 3. Understand how to review and comment on the management organisational structure of different types of hotels. 3.1 Illustrate the chain of command in a small hotel by using a Management Organisational Chart. Lecture This lecture should focus on General Managers working process of a hotel increase business Seminar In this seminar the lecturer should discuss about duty rosta of departmental heads 3.2 Explain the nature and necessity of a complex structure in a large hotel. Lecture This lecture should focus on explain types of chain association and classify types of chain association Seminar In this seminar the lecturer should discuss explain the management contract in a large hotel. 4 Understand progression opportunities within the hotel industry. 4.1 Analyse the career path within one department of a large hotel Lecture This can be based as below. Career in the Hotel Industry Overview There are numerous job opportunities available within the hotel industry due to the many different departments that contribute to the smooth running of an establishment. These include both front and back of house operations such as housekeeping, maintenance, reception, and food and beverage. Additionally, all hotels need a manager and some have individual department managers reporting to a general manager, thus providing opportunities for promotion. Also, the larger chains will often employ area managers who are responsible for the management of a network of hotels. No matter what position you undertake within a hotel, the primary focus of the role will be to ensure that optimum service standards are delivered to guests and visitors to the premises. On the reception desk, you are the first point of contact for guests checking in and out of the hotel, and will therefore have to deal with enquiries and complaints on a daily basis. In the restaurant and bar areas, you are responsible for the quality of food and beverages served to the guests. As a housekeeper, you are accountable for the condition of the bedrooms and the public areas of the hotel. Hotel managers are accountable for all hotel functions as well as the administrative and accounting duties associated with the management of the premises. Additionally, hotels with bars must be compliant with statutory licensing regulations and it is the responsibility of the manager to ensure that this is maintained. Due to the nature of the business, working in a hotel involves unsociable hours with many hotels often busier at weekends and on public holidays. It is essential to be passionate about customer service and all customer-facing roles require excellent communication and interpersonal skills. Hotel managers need to have strong business acumen and the ability to implement effective marketing strategies to enable the hotel to remain profitable in what is a highly competitive industry sector. There will always be complaints received from guests and customers so a professional approach is important as is the ability to deal diplomatically and tactfully with any incidents that occur. Entry requirements The hotel industry is one that benefits more from the personality traits of its staff rather than their standard of education, although for progression to management level it is possible to undertake HNC, HND and degree qualifications in Hotel and Hospitality Management. Most of the larger hotel chains, including Marriott, Travelodge, Ramada and Best Western, offer training courses leading to the achievement of NVQs or SVQs in Hospitality Service, Hospitality Supervision and Hospitality Management. Progression opportunities At entry level, the hotel industry is not necessarily one that pays particularly well although this does improve with progression to management level. Some of the larger hotel chains also have establishments in other countries so if you have a desire to work overseas, the hotel industry can offer excellent opportunities to those willing to learn a foreign language. Seminar In this seminar the lecturer should discuss a career in a specific department e.g. housekeeping. 4.2 Illustrate, using a diagram, the place of the hotel industry as one of the components of the Tourist industry. Lecture This can be based on following case study In the modern times, the way people spend their vacations has undergone a great change. People like to spend good times with family and friend while at the same time exploring various tourist places across the globe. As a result the tourism industry across the globe has seen an unprecedented growth which in turn has also resulted in tremendous growth in the hotel and accommodation facilities. Comfortable hotels and accommodation facilities play a very important role in popularizing any tourist destination. If a person, who is quite far away from home, gets to enjoy the same facilities and comforts as he enjoys at his home, then he is bound to become attached to the place. On the other hand if the tourist ends up at a place where the hotels and accommodation facilities are not satisfactory, it is quite likely that he might never return to that place. Perhaps that is why, hotels and accommodation facilities being made available at different tourists spots, have shifted the focus to providing maximum comfort to tourists at reasonable rates. It is also vital to provide comfortable accommodation to people from diverse economical backgrounds. While five star hotels can cater to the needs of affluent visitors, small and medium range hotels and lodging houses are available for use by a middle class traveler. Blog reviews are also vital in that information about all the hotels and accommodation facilities available in a particular tourism spot are available to people quite easily. For this there can be no better option than internet, as most tourist gain information about the hotels and accommodation facilities through this medium only. The other ways are by making booklets containing information about the hotels and accommodation facilities available at train and bus stations. The information provided to the tourists should be detailed and correct. It should contain the information related to room rentals, types of rooms, catering services, check out times, pick and drop facilities etc. Additional information about the significant tourist spots in the area can also be provided both on the net as well as the booklets, to promote not only the hotel but the tourist spot as well. There are many websites available on the internet which are based on travel and tourism. You can get information regarding hotel accommodations, tourists place, and business blog reviews sight scenes. You should search these websites to make your travel easy and plan things accordingly. Through blog reviews you can get the link of such websites that are truly genuine and will provide you with travel packages into many countries. Read these blog reviews and you will know better. Article Source: http://EzineArticles.com/?expert=Suman_Ahliya Seminar In this seminar the lecturer should discuss relation between hotel and tourism and how hotels are an integral part of the tourism industry. Unit 3-Marketing of Accommodation Explain pricing strategy Understanding Client behaviour Knowledge of Market Research and Planning Marketing to organize Manage the retail marketing mix Analyse SWOT 1. Understand how marketing principles apply to different types of hotels. 1.1 Examine the components of the marketing mix as applied to the hotel industry. 1.2 Analyse the benefits of segmentation for a large hotel. 2. Understand the marketing strategies and communication strategies of hotels. 2.1 Analyse the advantages of branding in relation the hotel industry. 2.2 Prepare a detailed SWOT analysis for a large chain of hotels. 3. Understand how two sales promotion packages are used to promote hotel services. 3.1 Evaluate two external influences which may affect the promotion of hotels. 3.2 Analyse three marketing objectives to be used in the planning of a promotional campaign. 4. Understand the part which market research has in the selling of accommodation and services 4.1Compare and contrast the advantages and disadvantages of both primary and secondary research. 4.2 Illustrate how two internal and two external sources of information can be used by a hotel when promoting holidays. Marketing of Accommodation-suggested lesson plan Do the case study on Riverview and ask questions. 1. Understand how marketing principles apply to different types of hotels. 1.1 Examine the components of the marketing mix as applied to the hotel industry. Lecture: Explain how the marketing mix is directly responsible for maximizing room sales and revenues in a hotel. Seminar In this seminar the lecturer should explain pricing strategy 1.2 Analyse the benefits of segmentation for a large hotel. The tutor will need to explain what segmentation is and then discuss the list below and whether all of these would apply to a hotel marketing. Companies who segment their markets match their strengths and offerings to the groups of customers most likely to respond to them. Points for discussion. à ¢Ã¢â€š ¬Ã‚ ¢ Differentiate products and services to meet customer needs and desires. à ¢Ã¢â€š ¬Ã‚ ¢ Design or redesign new products and services to meet market needs. à ¢Ã¢â€š ¬Ã‚ ¢ Find hidden needs and make improvements to existing products. à ¢Ã¢â€š ¬Ã‚ ¢ By selecting and focusing on the most responsive segments to the exclusion of others, marketing can be created to more effectively fit consumers needs. Finding, understanding and focusing on the needs of the best customers can make a market leader. à ¢Ã¢â€š ¬Ã‚ ¢ Target marketing mix to the customers most likely to want the products or services à ¢Ã¢â€š ¬Ã‚ ¢ Identify behaviours and buying motives for products. à ¢Ã¢â€š ¬Ã‚ ¢ Identify most and least profitable customers. à ¢Ã¢â€š ¬Ã‚ ¢ Help. à ¢Ã¢â€š ¬Ã‚ ¢ Avoid unprofitable markets. à ¢Ã¢â€š ¬Ã‚ ¢ Increase brand loyalty and decrease brand switching. 2. Understand the marketing strategies and communication strategies of hotels. 2.1 Analyse the advantages of branding in relation the hotel industry. Lecture In this lecture the lecturer should discuss with the students branding systems in International Marketing Group discussion Srudents should have had photographic evidence of branding of major hotel chains and discuss usefulness in marketing on a global scale. 2.2 Prepare a detailed SWOT analysis for a large chain of hotels. Lecture Provide an explanation of the case study below and advise the students on what they should do. Case study Riverview Hotel The Hotel The Riverview Hotel, Notown USA, is representative of the five star brand within the Exclusive Business Hotels of the World group. All Riverview Hotels are boutique properties, offering between 25 and 35 exclusive rooms. Mission The Riverview Hotel is dedicated to providing its guests with the highest quality of service and standards. We seek to deliver on our promise of value and quality above all else. We value our place in the community and will work to develop those relationships and to respect and protect our environment. We will continue to strive to create value for both owners and shareholders whilst honoring our brand values and encouraging our personnel to develop themselves in an environment of trust, loyalty and encouragement. Service Offering Service: high-quality facilities accompanied by exemplary personal service, differentiated from competition in line with the overall brand strategy, has proven to be a successful approach generating high levels of repeat business. Positioning The Riverview Hotel is positioned as a five star plus, business travellers hotel, strategically located and offering a high level of personal service. Our focus is on offe

Education and Tech School

A contemplated future Carmen Herrera’s future job outlook can take many separate directions. There are many things that will alter her future for better or worse, the one that we will look at today involves her decision on whether or not she should go to Radcliff tech, or go to mountainfeild university and what majors and what type of jobs these school’s offer out of the three categories that Robert Reich classifies jobs in his 1989 essay â€Å"u. s income inequality keeps on rising†.The three categories are broken up into symbolic analytic services, routine personal services and routine production services. Each school offers jobs in these categories and we will look at the advantages and disadvantages of both schools. Carmen Herrera’s future job outlook at Radcliff tech has many advantages, these advantages include jobs that will be easier to land and obtain than jobs she would land in a university, these jobs include many jobs in the routine personal se rvices categories and many in the routine production services categories.Tech schools tend to specialize in jobs for production and personal services because the teachers and majors available to these students are limited in terms of what they are able to teach and the education of the teachers. Some tech schools are even more specialized to a certain field. For example a school like pennco tech is mainly specified for automotive, students looking for a mechanic certification would be interested in a school like this. Another advantage of going to a tech school is that tuition and fees are much more affordable compared to a large university.This makes tech school more accessible than the majority of universities. This makes choosing a major considerably easier than a university because the student already knows what they want to do most likely before they arrive at the tech school. Ratcliff tech also has many disadvantages; the big disadvantage of going to a tech school is that thei r selection of courses is greatly diminished compared to a university. This is mainly because the school does not have the proper funding or education to offer a wide variety of majors.Teachers are often in demand at tech schools and these teachers are not as educated or as good of teachers as most university teachers. The other disadvantage of going to a tech school is they do not offer many jobs in the analytic services category because these jobs take much higher education and a lot more years of schooling. These jobs typically offer a much higher income than the jobs in the other two categories stated. Students have an option to go to tech school or a university. The advantages of going to a university in my mind greatly outweigh the advantages of going to a tech school.This is because at a university the average degree earns a student a much greater amount of money than the average tech school degree does. That is because there are more jobs in the analytic services category th an any of the other categories. Jobs in this category are typically jobs like a CEO of a big fortune 500 company or someone who created a product and now is majority owner or chairman of the company. This is because these school’s offer a higher education and give the student the necessary tools to become a ceo or chairman. A university like mountainfeild also has many disadvantages too.Like any university the student will be in a much bigger community and they will not receive the specialized attention and education that a tech school will offer Them this can make or break certain students and also can give them a better chance in learning their major and field of choice, this is why many students at big university’s tend to drop out or fail out because the course load or lack of individualized attention does not fit them well and the job categories that a tech school offers fit them a lot better than a large university does.Another disadvantage of a large university is that the school takes a lot longer to graduate from and in many fields in production and services there is no need for 4 years or even more worth of schooling when you can get it in two years or less at a tech school. The advantages and disadvantages of going to a tech school or a university make the decision very hard; this is why thousands and thousands of students have to make a tough decision every year.Tech school’s offer benefits in the short term but lack the education and degree that you would receive from a university, in the long run university’s give back much more than any tech school can offer, a students future can depend on if they made the right decision and if this decision is a viable one for your future.The three job categories are big point when deciding on whether you want to go to a tech school or university. University’s offer many more jobs in the analytic area and this is very tempting but tech school’s give you a quick way of getting certification in the production or services categories. Both schools offer many things and lack in many things so the decision will not be easy.

Payless Service Blueprint

Payless Shoe Source is a discount footwear retailer with over 4,572 retail stores in 15 countries. This company does not only focus on providing different fashion possibilities for the family at a great price, but distinguishes themselves by offering an engaging, easy-to-shop experience and outstanding customer service. Our group chose this company to blueprint because it has a very elaborate customer service process.This company focuses heavily on providing the customer with a great shopping experience by following a series of â€Å"critical actions† that must be delivered to one hundred percent of the customers during their journey in the store. In addition, one of our group members works in this company and therefore, it would be easier to grasp an in depth understanding of the service process and be able to have easier access to all the information we needed.When shopping at the store, the customer goes through five different steps in their shopping experience. The company calls this process the â€Å"customer journey,† consisting of the following stages: Enter, Browse, Try-on, Check-out, and Walk-out. When the customer approaches the store, the customer is impacted by the store’s physical evidence for the first time. The first physical evidence the customer comes across is the store’s outer appearance. They may ask themselves does the store look in good condition and/or is it open.Once they get that established, they notice the parking lot to see if there are any available spaces to park and also if it’s clean. Once they park, the first thing they see on the store is big posters on the windows. The store always has advertisements on the windows to show customers what sales they have going on during that time. The sale posters alone can influence a customer to walk in the store and that alone can make a customer walk in the store with certain expectations, such as prices and brands. As the customer walks in the store, the Enter stage begins.The customer walks into a lobby area, which contains a little jewelry/sunglasses section slightly to the side and in front of them, there are displays of the latest or â€Å"hottest† shoes for customers to view at first. To the left or right wall of the store, there would be handbags/purses for the customer to see, many which match certain shoes. Payless Shoesource as the name says it, is mainly to shop for shoes, but all these extra items that the customers come across in their shopping experience influence a customer who initially went in for a pair of shoes to walk out with two or three extra items, or ccessories they might not even need or did not realize they needed. Once the lobby area has been viewed, the customers are offered assistance and are directed to their size. If they are shopping for children, an associate offers to measure the child’s feet and then directs them to the kid’s aisle. This is where the Browse stage begins. The ai sles are divided by men’s, women, and children. The aisles containing the shoes should be well-organized, put in correct order by size and department, and should be color-coded. This helps the customer and employees to find things easier.In this stage of the customer journey, an associate approaches the customer and initiates interaction. The salesperson asks the customer an open ended question such as, â€Å"What type of shoes are you looking for today† to better understand the customer’s needs. The associate then suggests the customer styles for them to try on and helps them find the right size. Furthermore, in this stage the associate also ensures that the customer understands the promotion that the store has in case they were not yet given that information at the Enter stage.If a certain style is not found in the aisles, the associate checks the inventory system (support process) with a handheld computer device called a scanner. With this device the associat e can check inventory, prices, and in what other payless locations the shoe is in stock. This device is very important physical evidence because it can influence a customer’s experience positively. This allows the employees to give a faster and more accurate service. After the customer begins trying on shoes, the associate goes back to check on the customer and delivers the critical actions for the try-on stage.This stage is very important because the company has determined that sixty-four percent of customers who try on shoes make a purchase. The associate begins by complementing their selection. This can change the sixty-six percent to eighty-eight after a customer receives follow-up. The associate then offers the customer a second style or a matching accessory to increase the units per transaction. Once the customer picks the products they want to buy, the associate offers to take the shoes to the registers which are at the front of the store, where the Check-out stage beg ins.In the beginning of the transaction a customer is asked for personal information such as name, address, and email address that is input in to the registration system in the support process. This data is stored and used for marketing purposes and comes up every time the customer shops in the store, allowing for a more personalized service. The cashier then proceeds by checking that the correct shoe mates are taken. This is done verbally to reassure that the customer is taking what they want and to avoid any returns.Underneath the registers, are shoelaces and shoe care merchandise for the customer to purchase at last minute. In the Check-out stage, these items are offered by the cashier because the company determined that one out of five attempts to sell additional items at the register is successful. The shoe care merchandiser influences the customers experience because they are strategically placed to create additional needs to consumers, making them purchase at the last minute. This helps the company, but it also satisfies the customer because they now have an item that can improve the life of their product.Finally, the customer is thanked and invited back. The last stage of the customer journey is the Walk-Out stage. This is whenever a customer is leaving the store without making a purchase. An associate stops the customer and asks then an open-ended question, such as â€Å"Did you find everything you were looking for. † Many times an associate prevents the customer from leaving and directs them back to the aisles for further help and may actually save a sale. If not, they give the customer a reason to come back by informing them of an upcoming promotion or the day new shipment arrives.Of course, even the best process has potential fail points where problems may occur and/or bottlenecks where backups or slow delivery may occur. There are three different types we can identify. The first bottleneck is the handling of uncooperative customers. All the critical actions that the service employees need to deliver during the customer journey require cooperation from both ends; the customer and the firm’s employees. Customer participation is crucial in effectively delivering all aspects of the service delivery the company wishes to give all of its customers.However, sometimes the company comes across â€Å"difficult† customers, or often called â€Å"get out of my face† customers that can slow the delivery process or even cause a fail point. There are times that customers do not want to be offered assistance and they will either keep walking, ignoring the salesperson, or they will respond with a quick phrase like, â€Å"I am just looking. † For instance, during the Browse stage, the employee is required to interact with the customer.If they are explaining the current promotion to the customer, but a customer refuses to respond to the employees help by not listening to them, then this part of the service del iver creates a fail point if the associate gives up or it makes the process slow down is the associate later attempts to explain the same information once again during a different stage, to avoid the customer arriving at the register not understanding the promotion. Another instance would be at the Enter stage, where the associate offers to measure children’s feet.It is the salesperson’s job to deliver this critical action, however how successful this is also depends on the customer’s participation. If a customer does not allow the associate to measure their child’s feet, then the whole purpose of this part of the service delivery fails because the associate will not be able to give the customer this service. The purpose of doing this is to allow the associates to interact with the children as well as the parents in order to create a pleasurable experience for the whole family.This is a service that many competitors don’t offer, so it is a competit ive advantage. The only solution to this bottleneck is for the front line managers to exercise continuous training with their employees. This will help them gain ease in talking to customer in general. It will provide the associates with practice that will help them learn to enhance customer participation and to effectively deliver good service. That way if a customer shuts down an associate, the associate will be trained to not give up and instead exercise the learned ways to gain a customer’s trust.Unenthusiastic employees are another fail point we identified. Employee’s unwillingness to participate in delivering the customer service can be a potential fail point in the service delivery process. Uncooperative employees can be the result of a variety of things. The first is that the company was involved in an ineffective hiring process. Another is that the company failed to exercise proper training. The employee must be trained to switch from tasks to customer service whenever a customer walks in.Fortunately, this fail point is somewhat controllable by the company. To avoid this, the company should hire the right people from the start. A solution is for the company to develop strategies to determine who is right for this position. Another alternative is to treat their employee’s right. The company must know when to reward their employees and must provide motivation that will drive them to try their best. A third fail point identified is out of stock merchandise. Not meeting the demands of the ustomers can be a big problem that can lead to many lost sales. The solution to this is to exercise more effective communication during the support process where the manufacturer sends the merchandise to the pool point and from there it is sent to the store, and it is received and input into the inventory system. Every time an associate uses the inventory to search for a shoe and prints out a receipt for the customer to go to another location is valu able information that should be used in benefit of the company.This is additional information that should be considered when making the inventory and should be effectively and accurately communicated within the support process to successfully meet the specific demands of customers. A service blueprint not only allows for a quantitative description of critical service elements, such as time, logical sequences of actions and processes, but also specifies both actions/events that happen in the time and place of the interaction and actions/events that are out of the â€Å"line of visibility† for the users, but are fundamental for the service.With the realization of the importance and the domination of services in the world’s economies, there is a growing emphasis in business practice on creating meaningful, memorable customer experiences. Payless Shoe Source has reinvented itself and repositioned its brand as a business that is as passionate about helping customers as they are about the products they sell. By using a detailed service blueprint, Payless can strengthen its Marketing, HR Management, and Operations areas and achieve a stronger bond with its customers.The company’s blueprint showcases key points where customers are more attracted to, spend more time at, and are more likely to focus on promotions, ads, and its products. This will especially be helpful to the stores’ â€Å"extensive media plan. † Measuring the stores traffic in customers, sales, and productivity, the company develops the plan which determines what amount of advertising impressions would be the most effective in T. V, radio, magazine, and newspapers. It was this plan that led them to be awarded the â€Å"2006 Marketer of the Year† by Footwear News among other recognitions. Another important aspect of the organization is its’ employees.Payless is proud of its associates and has a culture that encourages personal, informal feedback between al l employees and includes programs in its stores and corporate offices to recognize excellence by individuals and teams. Through the blueprint Payless can evaluate associates, their relationships with customers, and manage their Development, Recognition, and Compensation Programs. For example the quarterly and annual Pinnacle Awards program recognizes top store and district performers in their three regions. Payless is also an organization looking to innovate their service to customers.Its store operations are a critical, important area in its service process. A blueprint will be helpful to create performance standards for workload scenarios, improve alignment among key business functions, and implement new technologies where needed the most. An example of how payless optimized it’s workforce was the creation of KRONOS. Kronos is a an integrated, analytical workforce management system which pulls data from various sources such as the POS, traffic counters, supply chain systems , and associate preferences to create automated, optimized work schedules.Through this assignment we learned how significant a service blueprint can be to an organization for it to be successful among its customers. The blueprint allows firms to visualize the service process, points of customer contact, and the physical evidence associated with their services from their customers’ perspective. The uniqueness of this technique is its continuous focus on the customer as the center and foundation for innovation, service improvement, and experience design. That doesn’t mean that customers are the source of innovation, but rather that value to the customer is the central purpose of innovation.The service blueprint helps firms improve and innovate their service and create a â€Å"customer-focused† design for the firm, which in turn increases customer retention, creates a competitive advantage and mainly increases brand equity. Payless Shoesource is a perfect example o f how a blueprint can be successfully used to innovate, improve, and communicate the firms’ philosophy of great service to its customers.Works Cited Bharat Book Bureau. February 2009. 5 July 2010 http://g51studio. com/parsons/ServiceBlueprinting

The Team That Wasn’t Essay Essays

The Team That Wasn’t Essay Essays The Team That Wasn’t Essay Essay The Team That Wasn’t Essay Essay Fire Art is a household owned concern in the glass doing industry based out of Indiana. The company has an 80 twelvemonth history of bring forthing high quality and high priced glass ware. About 18 month ago. gross revenues and net incomes bottomed out which drove the demand to implement a strategic realignment program to hold the concern running and winning within six months. The job in this instance is constructing a collaborative squad with assorted backgrounds and accomplishments to make a strategic realignment program in the glass industry to take on the competition. construct trade name trueness. increase gross revenues and maximize net incomes. Premises The premises in the instance are the employees lack of cognition of the household concern being in problem due to level net incomes and gross revenues. engagement in a squad environment now needed versus lending separately. the Directors of each division needs aid with larning how to collaboratively run and co-exist together to accomplish company aims. the company is non technologically savvy with the necessary tools to vie. and the company is non known nationally or planetary in their industry. Some of the cardinal issues in the instance are Team Dynamics. Team Development. Leadership Styles. Managerial Decisions. and Industry Competition which are discussed in farther detailed as follows. Team Dynamics Team Dynamics plays a cardinal function when organizing a squad because it is of import to guarantee the squad is cohesive with positive energy. The squad would necessitate to reflect non merely single thoughts but be common and complementary as they reach the ends set for the squad. Team base activities are going criterion in today’s concern environments. Having a squad establishes a manner for concerns to collaboratively make their aims and keep each other accountable for the undertakings at manus. â€Å"Teamwork is everyplace. More than of all time before organisations are acknowledging the types of state of affairss for which group work can supply a cardinal competitory advantage† ( Miller. 2003 p 121 ) . Eric. the Director of Strategy had experience working in a squad environment in his old occupation map. nevertheless he lacked the experience needed for squad development non utilized in a household concern. Team Development Assorted grounds. such as different aims. precedences. personalities. perceptual experiences. methods and manners get in the manner of holding effectual members on a squad ( Adkins. 2004 ) . Teams are really conventional in new direction thought and have become a chief stay in many concerns for coaction of thoughts. ends. and schemes. However. when holding a squad. there may be members who are non accustomed to a squad environment and cause division within the squad as they try to make their aims. To keep squad public presentation. it is progressively of import to guarantee each person on the squad have high emotional intelligence. The premiss for associating emotional intelligence to team public presentation is that high emotional intelligence enables team members to pull off and be cognizant of their ain emotions and the emotions of other squad members† ( Jordan A ; Troth. 2004 ) . Emotional consciousness and emotional direction are indispensable properties for squad public presentation because they cultivate effectual relationships with fellow workers to heighten squad kineticss. Leadership Style Leadership accomplishments are built-in to team kineticss and development in order for the squad to execute proficiently. Leadership encompass many manners and fluctuations based upon several factors that make up the single leader. Forbes magazine high spots four cardinal manners of leading. which are Visionary. Empathetic. Humble Servitude. and Moral or Ethical ( Karlgaard. 2009 ) . These cardinal leading traits work together when running a major concern like Fire Art. Jack. the CEO. ran the company based on his household values and lacked the vision needed to calculate alterations in the glass industry. â€Å"To know and understand yourself is cardinal to cognizing and understanding others and actuating them to follow your vision as a leader ( Youngblood. 2010 ) . There are several leading resources available to develop oneself non merely at the CEO degree but at all degrees in order for the company to accomplish its aim in the market place and within their ain concerns with employees. What household concerns value and believe about people. work. and money forms their behaviour toward their concern and their employees. Without shared values. it is hard to make a sense of way for the concern. Managerial Decisions The determinations that directors make when running a concern. organizing squads. or making schemes are really of import for the overall wellness of the concern. Fire Art limited itself purely in the Mid-Western part and did non encompass enlargement outside of it current market country. This determination may hold worked for many old ages in the company but it restricted its growing which allowed competition to derive market portion in their industry. It is besides imperative that direction from a Senior degree guarantee their employees are cognizant of the way the company wants to take in respects to increasing market portion. gross revenues and net incomes peculiarly if they see a downward tendency in those countries. Hence. the CEO vision for their concern or company becomes progressively of import along with the belief the company has a feasible merchandise or service the consumer wants. † A director with strong beliefs about the right class of action will pull subsidiaries with similar beliefs. This alliance of beliefs between directors and workers in the same company gives way to the house and affects inducements and coordination† ( Wen A ; Zhou. 2009 ) . The Chief executive officer of Fire Art believes he can turn his household concern around with a comprehensive program for strategic realignment in the glass industry. He has made a cardinal determination by tapping into his subsidiaries resources and accomplishments along with delivery in a adviser to ease the procedure. â€Å"Every concern has to analyze its ain state of affairs and make up ones mind what constitutes the critical facets of its ain environment† ( Heller. 1972 ) . The Fire Art is a household ain concern without any mass production or national distribution. The concern did non encompass current engineerings or market schemes for their current industry and hence demands to review its demands in the market place. The usage of information engineering and the Internet between little household concerns and their economic environment enables resource exchange and electronic interaction inside the company. with their client base and sellers ( Niehm. Tyner. Shelly. A ; Fitzgerald. 2010 ) . Fire Art has to ticket tune their concern in the engineering country to maintain in front of their competition and remain competitory in the glass industry. Industry Competition Constant alterations can be expected in merchandises. in merchandise lines. and theoretical accounts of bing merchandises in a competitory society ( Cassady. 1964 ) . With the development of assorted merchandises. today’s engineering plays an intricate portion in how a concern competes with their competition. Design. Manufacturing. and Distribution are all cardinal functions that are intertwined together to set out the best merchandise to the market place. It’s imperative that concerns stay abreast of the new engineerings as it relates to their industry in order to remain in front or vie against their rivals. Fire Art is a household owned concern that has stood the trial of clip for about 80 old ages as a high terminal glass maker. Because of this. their Brand has length of service against the rivals in respects to standing out in the industry. † In modern times. trade names and trade name direction have become a cardinal characteristic of the modern economic system and a basic of concern theory and concern practice† ( Desai A ; Waller. 2010 ) . Fire Art can use their trade name to impel them frontward as realign and reconstitute their concern to take on the competition in glass industry. Recommendations The program of action is for the CEO to keep a companywide meeting to turn to the problem the company is confronting and why strategic repositioning needs to take topographic point now. In order for the strategic repositioning to be effectual and supply impact to the net incomes and gross. the CEO needs to integrate senior degree direction in the freshly formed squad. Because the CEO has already brought in a Strategic Director for the occupation. he should let Eric to interview the possible squad members before organizing the squad to guarantee the ends and aims can be met. Once the squad is formed a monthly study should be provided to the CEO to measure the advancement of the strategic realignment. The CEO has requested the strategic repositioning to be done in six months. The recommendation here is to hold a comprehensive program in topographic point in six months and so implement the program in following six months to give the squad clip to work out any issues or factors that may forestall the squad from making the ultimate aim of shifting the company. In order to extenuate any jobs that may originate during squad development. it is recommended the selected squad participants undergo the Stages of Group Development Model by Bruce Tuckman. Training and development is recommended for all employees to increase and keep their current accomplishments so they continue to be a valuable mployee to the company attempts to shift. The company as a whole demands to put and implement new engineerings to hold their merchandise put to market faster to maintain abreast of the competition. Currently Fire Art is limited to the Mid-Western part for their glass merchandises. It would be advisable to look at spread outing nationally in the United States and so Globally. A market analysis should be conducted in respects to new design tendencies. pricing. fabrication. distribution and other factors in respects to re-branding the household concern beyond the Mid-Western footmark.

Buy Literary Analysis Essay Online and Learn a Lot, Saving Efforts

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The important point is that Hanna managed to overcome her illiteracy and learn to read and write, but she could not hide from her guilt. Through this paradox, the Bernhard Schlink attempted to show that readers how important it is to be in charge of one ´s actions and consequences to which they lead. However, Hanna is not the only one who becomes a victim of own guilt. Michael faces the issue of guilt as well; at the end of the novel, he faces the truth that he did not do everything he could to change Hanna ´s life for better. He even did not talk to her when he saw her in the court and did not write letters to her even though he knew that she could read already. The point is that in her attempt to obscure her illiteracy, the woman lies, and Michael watches it doing nothing to prevent her from it. Thus, making no attempts to contact Hanna during all the time while she is in prison is a wrong action by Michael and leads him to guilt. The way in which the author presented the emotional development of Hanna and Michael makes readers admit that there is too little room for decent precision and complete judgments. Making all main characters of the novel guilty for something to a certain extent, the author Bernhard Schlink makes hints that sometimes it appears rather difficult for people to define good and bad, right and wrong. As a result, they do some things that lead to negative results; however, they do not even imagine the power of their actions and the consequences to which they may lead. Perhaps, reading the novel, some readers will not simply judge Michael and Hanna for their hasty and disastrous actions and decisions, but will also find themselves in these characters. Probably, many of the readers made if not such but at least alike mistakes choosing a wrong path of their lives. Realizing it, one can understand that the key message that the author intended to communicate to his readers through the theme of guilt was that people should be more attentive to what they do since each step and each word has its outcome that may bring a lot of pain to someone. Undoubtedly, all people make mis takes, and it is a norm of life since no one is perfect. However, everyone should bear responsibility for what he or she does. Taking into consideration the above conducted analysis, one can see how maturely the German judge and law professor depicted all the tragedy of the Holocaust through the theme of guilt and the plot line that revealed the intimate relationship between Michael and Hanna. Schlink showed everything he could in his novel, including the Holocaust itself, the mistakes people made at the time due to various reasons, personal tragedies that led to mistakes or became the outcomes of them, and the great tragedy for the entire nation that is known as the Holocaust. 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