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Essay Instructions: Customer Relations/Service Comparisons

Compare and contrast the customer service programs of these three companies as to policy, implementation, and effectiveness. Try to pick at least one company with an excellent customer service reputation, and one with a poor customer service reputation. How do the two companies differ in theory and practice? You should attempt to answer the following questions:
a. What is the stated customer service policy?
b. Does the corporate culture support this policy?
c. Is the implementation of this policy effective?
d. What is the approximate customer satisfaction rating?
e. Why do you think customer satisfaction is what it is?
f. What recommendations would you give for improving customer satisfaction

Essay Instructions: Customer responses to services often are strongly influenced by emotion. The reason is that services are experiences which involve the customers' senses and compel the customers' complete attention.
Interview 3 friends or friendly colleagues about a service to which they feel especially loyal. Ask them to explain their loyalty.

Then ask about a service where they've vowed never to return. Take notes on what they tell you.
Assignment:

Write a 2 page paper. Analyze these specific responses in light of the background readings(included below). How did these customers' experiences influence their loyalty or disloyalty? What was the role of their emotions? Do you think the customers recognized the importance of their emotions in evaluating their experiences?
Tip: Sometimes your interviewee will not mention emotion and may even deny the role of emotion if you ask. As the interviewer, you can be more objective. You may recognize the role of emotion, even if your interviewee does not.
Your assignment will be evaluated on logic, clarity, references to the background reading and evidence that you understand the concepts.



Background readings:


Bitner, M.J (1990), "Evaluating service encounters: the effects of physical surroundings and employee responses", Journal of Marketing, 54 (1) 69-82.
http://tinyurl.com/eval-encounters

Building the service brand by creating and managing an emotional brand experience
Sharon Morrison, Frederick G Crane. Journal of Brand Management. London: May 2007. Vol. 14, Iss. 5; pg. 410, 12 pgs
http://tinyurl.com/brandexperience

Simms, J. . 2006. Playing with your emotions. Director. 59 (12) 22
http://tinyurl.com/ryanair-article

Anonymous. n.d. Critical Incident Technique Analysis
http://www.usabilitynet.org/tools/criticalincidents.htm
Retrieved from the internet August 15, 2008.

Optional readings

Anonymous. 2008. Six Major Airlines Announce Plans to Launch Exciting Free Service to Enhance Passenger Experience. Business Wire. Jul 15.
http://tinyurl.com/6airlines

Anonymous 2008. No need to suffer in silence: Lawyer seeks stories about customer service for how-to book. The Atlanta Journal - Constitution. August 15. Page G-1.
http://tinyurl.com/complaint-llist


Here is some info on citing sources.

Do not begin with a long introduction or background section. Jump right in and answer the question. Avoid long description and quotes from your interviewees. Analysis and interpretation will count towards your grade. Do not just summarize or "regurgitate" what you have read.

Essay Instructions: ***Customer Analysis/consumer behavior on Major Home Appliances (Maytag)***

Use secondary data to describe consumers in your industry. Define the consumers: consider demographics, geographics, psychographics, lifestyles, and behavioral characteristics (how they use the product; why they use the product; how much they use the product). You?ll need to decide which of those segmentation variables are relevant in this industry.

Identify consumers? needs/wants regarding your product category.

How do consumers make decisions in your industry? Is it a low involvement or high involvement process for most of them? Is it an individual decision or do others (spouse, children, etc.) play a role? If others play roles in the decision, describe the roles.

Given previous sales, industry trends, competitive forces, and any foreseen future changes in environmental and company factors, what is your forecasted demand for this product?

Checklist:
-Customer description at industry level
-Describes which variables are relevant to describe segments
-Explains WHY those variables are the relevant ones
-Segments are defined
-Needs and Wants are identified
-Is decision high or low involvement?
-Describe decision process
-If joint decision, describes roles consumers play in the decision
-Demand forecast

Essay Instructions: customer will mail source to writer.

The Case Study is due on 01/19/08 at midnight. I would prefer to receive it 24-48 hrs before the due date so that I can review and make corrections as needed. If this is not possible, then I would like the writer to send me partial updates for each 1/3 of the Case study he or she completes so that I can gauge progress and share feedback if necessary. That way they have up until 7AM on 01/19/08 to deliver.

This assignment is for an information systems Case study that spans 11 chapters of the book - Systems Analysis and Design, Seventh Edition (Shelly Cashman) (Paperback) by Gary B. Shelly (Author), Thomas J. Cashman (Author), Harry J. Rosenblatt (Author) ISBN-10: 5 / ISBN-13: 978-4.

At the end of each chapter there are multiple case studies that present real life scenarios and requirements that can be satisfied by applying the information discussed in the chapter.

The Case study assigned is the "Personal Trainer Inc" Case. This is a Systems Analysis Class and would require a writer with an IT / Business background that can address the specific requirements for the Personal Trainer Case in each Chapter and compile them into one comprehensive document. It would require business memos, systems requirements, some diagrams - org charts, FDD's, Process flow, DFD, Context, etc, and some analysis of facts presented in each the individual chapter cases by applying the info covered in the chapter.
Book- Systems Analysis and Design, Seventh Edition (Shelly Cashman) (Paperback) by Gary B. Shelly (Author), Thomas J. Cashman (Author), Harry J. Rosenblatt (Author) ISBN-10: 5 / ISBN-13: 978-4 http://www.amazon.com/Systems-Analysis-Design-Seventh-Cashman/dp/5/ref=sr_11_1?ie=UTF8&qid=2&sr=11-1
Instructions from the professor and tentative outline of requirements from each chapter:

You will be required to complete the Personal Trainer Inc. Case Study questions that are presented at the end of each chapter. The final delivery of the case study should be one (1) comprehensive document that includes a title page, table of contents, and references delivered electronically in a word document. Sections should be as concise and accurate as possible.

The below requirements/deliverables will be required in the final submission. Please note that this is just a tentative outline. The assignment requires review of the textbook to ensure that all details requested in the personal trainer case study are captured and responded to. In addition, you are to follow the instructions that the textbook outlines. For example, if the question asks for a memo of your recommendations, you are to include a memo in your final submission. A list of recommendations will not satisfy the requirement and you will be penalized for this type of submission. Remember, this is a system’s development class which is based on requirements and you will be graded accordingly to how well you are able to implement the requirements presented to you.

1. Chapter 1: Business Profile, Organization chart, Susan VS Gary, Systems Discussion
2. Chapter 2: Mission Statement, Interview List, Internal/External Factors, Recommendations List
3. Chapter 3: System Requirements, Scalable Issues, Sampling, FDD
4. Chapter 4: Context Diagram, ODFD Diagram, Leveling Memo, Balancing Memo
5. Chapter 5: Use Case Diagram, Class Diagram, Object Relationship Diagram, State Transition Diagram
6. Chapter 6: Web Based System, System Requirements Document, Prototype, Financial Analysis Tools
7. Chapter 7: Detailed Report, Switchboard Design, Storyboards, Mail-In Source Document
8. Chapter 8: ERD, 3NF, Data Population, Message to Susan
9. Chapter 9: ERP, Client/Server Architecture Check-list, Backup/Disaster Recovery Recommendation, System Design Specification Outline.
10. Chapter 10: Training Group, Changeover Method, Data Conversion Plan, Post Implementation Evaluation.
11. Chapter 11: Systems Performance/Workload Memo, Maintenance Memo, Release Management, Security Issue Memo