Suppose you have owned and operated your own package delivery business for a year. You would like to engage in competitive benchmarking to make sure your business is run as smoothly as possible
What firms and processes would you consider for benchmarking? Defend your choices of these firms and processes. What specific metrics would you focus on and why? How could the data be reliably collected at your own business?
Answers will vary, but processes that might be considered are the pick up and delivery processes, sorting, billing, customer service, and many others. The student might identify some processes as being more crucial to customer satisfaction or more tightly coupled with their own corporate strategy, or perhaps processes that they feel are the most difficult to master. Metrics include the percent of on-time delivery, fraction of correct bills, profit per package, number of days delivery, fill rate of delivery vehicles, and many others. The data may be collected via information technology in the field or automatically collected as packages pass delivery checkpoints. Customer satisfaction data can be collected by comment cards or by customer service representatives staffing a calling center.
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IHOP is active on Facebook, Twitter, and YouTube in order to communicate with its customers, conduct a video contest, and generally find out the customers’ likes and dislikes. IHOP in this example, is engaging in ____ marketing.
a. distance b. relationship c. multiple-phase d. experiential e. community
The joint efforts of the FASB and the IASB to set forth qualitative characteristics of financial reporting information have led to which of the following tentative fundamental qualitative characteristics?
a. relevance, only b. faithful representation, only c. relevance and faithful representation d. materiality, only e. cost, only
What are the forces in the macroenvironent that affect the organization>
What will be an ideal response?
Ravi implemented an outdoor challenge leader development program designed to provide participants with a new and exciting opportunity to expand their comfort zones and engage in challenging situations. Unfortunately, the event was not successful because he did not account for the culture of the participants. Which cultural value best explains why the event was not successful?
a. high context communication b. high collectivism c. tolerance for ambiguity d. low power distance