Thesis-Customer Service - 9955 Words

CHAPTER 1 THE PROBLEM AND ITS SETTING INTRODUCTION Most anyone will agree that customer service is one of the most important parts of your company s overall strategy to conducting business. Without customers you really don t have a business. Every company either has or thinks it has good customer service. However, if certain steps are not taken to ensure this, the reality of their situation is often far worse than their current perceptions. Customer feedback is an excellent way to track and measure your level of service. You should not only benchmark your company against your competition, but also against the goals you set for yourself. Once again, you must remember you are trying to not only meet, but exceed your†¦show more content†¦If you consistently make this part of how you conduct business, your customer s loyalty will continue to grow. The surest way to continued success and future growth is to not only meet your customers’ expectations, but to exceed them at every possible turn. All of us have be en on the receiving end of customer service experiences that left us angry and frustrated as well as experiences that left a far more positive impression. One important lesson to learn from these is that customer service is essentially an emotional process – it s how the customer feels about the interaction that matters in the long run. SWOT ANALYSIS: The SWOT Analysis is used to identify the strengths, weaknesses, opportunities and threats of the service. This will help maintain the strengths, improve weaknesses, expand opportunities and compete with the threats the business will be encountering. The technique is based on the assumption that an effective strategy derives from a sound â€Å"fit† between a firm’s internal resources (strengths and weaknesses) and its external situation (opportunities and threats). Strengths-Mang Inasal has a large target market giving the company an edge over its competitors for its store accommodates a large group of people makin g it more enticing to visit and patronize. It became the largest barbeque fast food chain by being accessible by putting many outlets all throughout the Philippines with high visibility it willShow MoreRelatedKfc Service Quality925 Words   |  4 PagesLITERATURE REVIEW SERVICE QUALITY AND CUSTOMER SATISFACTION IN KFC CHAINSTORES The purpose of this study is investigating the service quality of KFC chain stores and how the service quality affect customer satisfaction based on the theory of â€Å"service quality† and â€Å"customer satisfaction† and the Customer satisfaction survey in website: talktokfc.com. We do the literature reviewson some important concepts to make clearer about the service quality and the level of customer satisfaction in KFC chainRead MoreNew Technology And Noble Customer Needs Case Study1146 Words   |  5 PagesTechnology and Noble Customer Needs Projective customer competence: Projecting future customer needs that drive innovation performance Thesis/Highlights: Organizations can develop the ability to both, understand and shape future customer needs so they can be molded favorably by a new product development (NPD) strategy. This ability is called projective customer competence. Projective customer competence is positively related to relational embeddedness (trust and closeness between customers and organizations)Read More Customer Driven Organization Essay648 Words   |  3 Pages THESIS SENTENCE A customer driven organization with detailed customer relations can result in optimal effectiveness and efficiency in the workplace. 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[KathleenRead MoreBurberry Case Study1682 Words   |  7 PagesThis Burberry strategy to embrace new age resulted in loss of core customers, sales loss many more. Now, we are going to identify the problems, generate solutions, evaluate and select one problem and provide our arguments along with their counter-arguments and refutations. Step: 2 Identifying Problem Areas Step: 3 Problem statement The original British luxury brand Burberry is facing challenges of a great loss of core customers, narrow market with luxury and exclusive heritage, old-fashionedRead MoreCustomer Service Coming Right Up : A Thematic Analysis On Factors That Influence Customer Satisfaction1533 Words   |  7 Pages Great Customer Service Coming Right Up: a Thematic Analysis on Factors that Influence Customer Satisfaction By Ricky Poche’ Jr. â€Æ' ABSTRACT The abstract should be double spaced and indented. It should contain a summary of what you did and what you found. It is double spaced. APA manuals will show Keywords: listed after the abstract. We’re not doing that for the 498 thesis. Notice also that the word Abstract above has been bolded and is all caps. â€Æ' INTRODUCTION Going out to eatRead MoreSample Research Proposal957 Words   |  4 Pagesinvestigation about customers satisfaction to the service of water district. In assessing the customers satisfaction of Otay Water District, Ren Parker Research (2008) conducted a survey that focused on customer service call. The study is somehow related to the present investigation of the researchers which aimed to know the overall satisfaction of the customers not only the customers service but also to other factors. 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Retail anthropologists track customers through separate cameras, tracking systems that sometimes incorporate the loss prevention cameras, loyalty cards, and surveys. These are not typically the same systems that prevent crime. Please feel free to re-review the Gladwell article and the supplemental videos for more informationRead MoreWhen The Job Opening For Ynab Essay1377 Words   |  6 Pagesbehaviors. I am currently studying, for my Honors Thesis, the evolutionary roots of deception and lying and the roles both play in everyday communication (inter and intra-personally). It’s super interesting and I enjoy studying and writing every day. I’ve also worked for more than four years as a Customer Service Representative for Publix Supermarkets. Unlike other chain supermarkets, Publix’s value lies in its extreme dedication to Customer Service. It is our #1 priority and it is a great working

Ethical Issues of a Doctors Office - 1150 Words

McCall Ethics Case Study Jerry is Dr. Williams’s office assistant. He has received professional training as both a medical assistant and an LPN. He is handling all the phone calls while the receptionist is at lunch. A patient calls and says he must have a prescription refill for Valium and that the provider, a friend, calls in the medication prior to any flights. This type of request happens often and in slightly different scenarios, but the outcome should remain the same to avoid ethical and legal issues. This paper will review the case study to help resolve the problem at hand, refilling a prescription without provider authorization. Qualified Medical Training Understanding the definitions of a licensed practical nurse, LPN, and a medical assistant, MA is the first step to making a factual conclusion for this case study. Support staff to the provider cannot make decisions about medication refills for patients without a direct order from the provider. This action is outsi de the scope of practice for an LPN or MA. Licensed Practical Nurse An LPN is a role in support of the nurse or RN, a registered Nurse usually in a skilled nursing setting such as a hospital or long-term care facility. As defined by the National Federation of Licensed Practical Nurses, NFLPN, an LPN â€Å"means the performance for compensation of authorized acts of nursing which utilize specialized knowledge and skills and which meet the health needs of people in a variety of settings under the directionShow MoreRelatedThe Impact Of Language And Behaviors On Health Care Administration1312 Words   |  6 PagesMorals has numerous definitions in any case, normally, morals are seen as an efficient method for looking at the ethical life to perceive good and bad; it likewise requires a choice or activity in view of good thinking. Moral clashes happen when a man, gathering or society is unverifiable about what to do when looked with contending moral decisions (Silva, 1990). 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Islam vs. Christianity Essay - 608 Words

On the surface, Islam and Christianity appear to have very little in common, however, as you get deeper into areas such as rituals, beliefs, ethics, founders, and sacred objects, the two show strong mutual similarities, particularly in the fundamental areas, while being totally different. In this essay I will compare and contrast many of the facets that make up the worlds largest and most recognized religions, Christianity and Islam. The word Islam means surrender or submission, submission to the will of Allah, the one God. Muslims are those who have submitted themselves. The basic creed of Islam is brief: There is no God but Allah, and Muhammad is the†¦show more content†¦Both Islam and Christianity have practices or duties that are central to the life of there religious community. Catholics are expected to take part in as many of the Seven Sacraments as possible, while Muslims are expected to pract ice all of the Five Pillars Of Islam. Both Muslims and Christians are monotheists, believing in the same god, referred to as Allah by the Muslims and God by Catholics. In this sense Islam and Christianity are considerably intertwined, appearing to come from the same beginning. Both Islam and Christianity are based primarily on the lives and teachings of men sent by God. In Christianity, Jesus was the son of God, sent down to earth to spread the word of the Lord to the people, and ultimately die a brutal death so that this people may reach eternal peace in heaven. Christians praise Jesus suffering for them as well as for his teachings and for the miracles he performed to assist the needy. Despite the fact that Islam and Christianity share a mutual God, Muslims do not believe that Jesus was his son; instead they identify Jesus as a prophet. This greatly distinguishes the two religions, as Jesus relation to God is one of the fundamental beliefs in Christianity. The Islamic religi on is almost based solely on the teachings of the prophet Muhammad, who like Jesus, was a shepherd boy. In conclusion, its almost inconceivable that the two largest religions could be so alike. From founders to fundamental beliefs,Show MoreRelatedChristianity vs. Islam1148 Words   |  5 Pagesoccurred hundreds or even thousands of years earlier† (Hodges 48). So why is this? What makes it so necessary for peoples of a religion to wage war? No answer has been found to date (Hodges 14). God is God. There is no argument between Christianity and Islam as to the existence of a single, omnipotent, omnipresent, and all powerful being. Both religions accept that God is separate from humans and resides in another realm and plane of being called Heaven. All of the messengers from the faiths areRead MoreChristianity vs Islam1093 Words   |  5 PagesIslam vs. Christianity There are varieties of religions in the world. Islam and Christianity has over one billion followers and counting. They both have unique characteristics and quite a few different aspects. This point-by-point research will compare and contrast the founders of the monotheistic religions; Muhammad and Jesus. Both founders show us the way to one God, but each man has different methods of leading people to this understanding. Jesus and Muhammad considered Abraham theirRead MoreChristianity vs Islam1485 Words   |  6 Pagesthe surface, Islam and Christianity appear to have very little in common, however, as you get deeper into areas such as rituals, beliefs, ethics, founders, and sacred objects, the two show strong mutual similarities, particularly in the fundamental areas. In this essay I will compare and contrast the doctrines that make up the worlds largest and most recognized religions, Christianity and Islam. The word Islam means surrenderRead MoreChristianity Vs. 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Both Muslims and Christians are monotheists, believing in one God. While both believe in the same God, He is called by two completely different names. He is referred to as Allah by Muslims and God by Christians. Although Islam and Christianity are two different religions, their similarities in beliefs and prayers make them comparable i n many aspects. Read MoreIslam vs. Christianity; compare and contrast two ancient religions2705 Words   |  11 Pagesbetween Islam and Christianity, both religions are significant in todays society, which is reflected in the grand number of followers each has amassed. I. Similarities between Islam and Christianity A. The messenger angel Gabriel B. Message delivered of one God C. Creation and Judgment D. Concept of Forgiveness E. Basic Rules of Guidance 1. Islam: Five Pillars 2. Christianity: Ten Commandments F. Book Religion 1. Islam: Koran 2. Christianity: Bible II. Differences between Islam and ChristianityRead MoreIslam Vs. Christianity Www / Watch? V = Uzgffxpmm1m1489 Words   |  6 Pages Maggie Petersen Mr. Miller English 10 18 May 2016 Islam v. Christianity www.youtube.com/watch?v=UZgFFxPMM1M Since the conception of humanity, a plethora of controversy has arisen over the religious beliefs held by disparate individuals or groups, and whether their ideologies are accurate or not. In the United States, a region infamous for being home to many diverse cultures and religions, disputes regarding religion have emerged everywhere from court cases to schools. People are frequently compelledRead MoreChristianity, Islam, And Judaism1636 Words   |  7 PagesChristianity, Islam, and Judaism All three religions believe and worship the same God but they do it in different ways. Judaism happens to be the oldest religion today but they don’t have an official creed. They aim to teach you about God, the Messiah, human beings, and the universe which makes Jewish beliefs very important to them. But it is important to understand that being Jewish is more of a race and culture than it is a religion. Some Jewish people may have no interest in Judaism. Judaism has

Auditing and Professional Practices A Report on Different Scenarios

Question: Discuss about theAuditing and Professional Practices for a Report on Different Scenarios. Answer: Introduction: Scenario One The financial feasibility of the proposed acquisition is better adjudged by analysing the cash flow forecast rather than analysing the sales and profit forecast (Havard, 2013). Therefore, it is the prime responsibility of the auditor to verify the genuineness of the cash flow forecast in an audit of merger and acquisition. In the present scenario, the auditor has been appointed by Bolts Ltd to audit the managements estimations regarding acquisition of Steel Pty Ltd. Thus, the primary objective of the auditor in this audit will be to report to the owners of Bolts Ltd as regards the financial viability of the proposed acquisition of Steel Pty Ltd. For this purpose, the auditor is required to verify the correctness and completeness of the financial forests results as regards sales, costs, profits, and cash flows (Financial Forecast and projections, 2001). Since, the verification of cash flow forecast is the essential requirement of audit of the potential acquisition of Steel Pty Ltd., therefore, the auditor need to pay more attention to this aspect. In this regard, the auditor should bear in mind that it is of paramount importance for him to comply with the fundamental principles of auditing. The fundamental principle of auditing includes accountability, integrity, objectivity and independence, competence, and rigour (Gray and Manson, 2007). The primary objective of the audit being conducted in relation to potential acquisition of Steel Pty Ltd is to provide a reasonable assurance to the owners that this proposed acquisition will be financial advantageous for them. Further, the principles of audit require that the auditor should maintain professional skepticism, which implies that the auditor should always have a questioning mind. The auditor should be alert to the situations that may pose threats to the compliance with the fundamental principles of auditing. In the present scenario, the management of Bolts Ltd does not want the auditor to verify the accuracy and completeness of the cash flow forecast (Gray and Manson, 2007). The auditor should be alert to this situation as there may be a possibility of management being involved in some kind of mischief. Thus, the managements denial for verifying the cash flow forecast should be identified as a threat that may hinder compliance with the fundamental principles on the part of the auditor (Gray and Manson, 2007). Another threat could be the nature of information being audited in the audit of potential acquisition of Steel Pty Ltd. In this audit assignment, the audit has to verify the correctness of the forecast, which is being prepared by the management. The verification of the forecast becomes a challenging task for the auditor due to unavailability of the verifiable assertions (Gray and Manson, 2007). This means that the auditor does not have strong base to verify that whether the forecast is accurate or not. However, despite these threats and challenges, the auditor needs to comply with the fundamental principles governing the audit such as accountability, integrity, objectivity and independence, and competence. Following these principles, the auditor should make an honest report to the owners of the Bolts Ltd on the accuracy of the cash flow forecast (Gray and Manson, 2007). Scenario Two The ethical issues arise in every business, but proper management of the ethical issues is crucial to manage the business adequately and conduct the affairs smoothly. In order to manage the ethical issues, it is important for the management to follow a structured approach that helps in resolving the ethical issues (Trevino and Nelson, 2010). The American Accounting Association (AAA) has prescribed a seven step decision making model, which is considered to be helpful in resolving the ethical issues in business (Cartlidge, 2011). The first step of the model prescribes to set up the foundation for analysis of the case by identifying the crucial facts about the case. It is needed to be kept in mind that there does not remain any ambiguity as regards the facts involved in the case at hand. This step is very crucial because the overall direction of the decision making process would be set based on the outcome of this step (Cartlidge, 2011). The second step of this model is considered to be the most crucial as it relates to enlisting the ethical issues involved in the case at hand. This is an analytical step, which requires that the facts are analysed properly and the ethical issues are tracked based on that critical analysis of the facts (Wilson, 2014). The decision maker is needed to be impartial while analysing the facts and should link the ethical issues with those facts in such a manner that all the ethical issues at stake are identified adequately. The third step of the model comprises of recognition of the norms, principles, and values connected with the case at hand. At this step, the decision maker is required to think on the issues taking into account the social and professional ethics. Further, in regard to this, it is essential to note that the requirements of code of ethics or social principles would be taken as the norms against which the compliance has to be adjudged (Wilson, 2014). The next step the model is to locate the alternative courses of actions that one could take to resolve the ethical issues in business (Jackson, Sawyers, and Jenkins, 2007). At this step, the alternative courses of actions are only identified without verifying them against the principles and values. The verification of the alterative courses of actions against the principles and values and evaluation of their appropriateness is done at the fifth step of the model. The sixth step is to analyse the outcome of the chosen course of action before finally resorting to the decision. Finally, at the last step, the decision maker jumps to the decision and decides what finally is to be done. Thus, the AAA model provides a comprehensive and concise approach to deals with the ethical issues in the business (Jackson, Sawyers, and Jenkins, 2007). Applying AAA model on the current scenario, the decision could be reached as under: Step 1: Facts of the case Zane is taking up an audit assignment, which if was allocated to Luke, could have earned him a promotion. The relationship is in conflict with Zane and client now. Luke knows that Zane (current auditor) is right at his place, it is the client, who is misleading the audit manager and trying to defame the auditor (Work Ethics, 2016). Step 2: Ethical Issues Lukes promotion depends upon this assignment, thus, the ethical issue is that whether Luke should favour the client and ask the audit manager to replace Zane disregarding the fact that Zane is right (Work Ethics, 2016). Step 3: The Norms, Principles, and Values Concerning the Case The code of ethics of professional accountants applies on the current case. The code of ethics requires that the auditor maintains proper quality control while managing the client relationship. In the suspected cases, the auditor should inquiry about in more detail (Work Ethics, 2016). Step 4: Alternative Course of Action There are two alternatives available to Luke; first is to support the client and get the assignment and second is support Zane revealing to the audit manager that the client was wrong. Step 5: Best Course of Action The best course of action for Luke in this situation will be to support Zane by revealing to the audit manager that the client is wrong and Zane is right at his place. This will be in conformity with the code of ethics. Step 6: The Possible Outcome of Each Course of Action The first alternative may get promotion to Luke, but it is unethical and against the guidelines of professional code of ethics. The consequences of this alternative in the long run would be hazardous for Luke. Second alternative may not get him promotion as of now, but in the long run it would be really fruitful because it is in conformity with the ethical guidelines (Work Ethics, 2016). Step 7: Final Decision Based on the possible outcome, the second option is better than the first one. Thus, Luke should support Zane by exposing the client in front of the audit manager (Work Ethics, 2016). Another model namely Mary Guy decision-making model could also be applied in ethical decision making. All ethical decision making models are based on some common concepts such as honesty, accountability, loyalty, fairness, and integrity, thus, the final outcome of all the models is expected to be the same. Therefore, even if the current issue is analysed by applying the Mary Guy decision-making model, the final decision would remain the same. Scenario Three Verification of the accounts payable is a crucial aspect to be considered by the auditor in auditing the current liabilities of a company (Schaeffer, 2008). Since the accounts payable covers a significant part of the current liabilities, therefore, the auditor need to pay special attention while verifying the accounts payables. Further, the verification of the accounts payables is linked with the stock verification also, thus, the auditor need to maintain professional skepticism throughout auditing the accounts payables (Schaeffer, 2008). The verification of the transactions is done on the basis of few verifiable audit assertions such as occurrence, completeness, accuracy, cut-off, and classification. In respect of assets, liabilities, and equity, the auditor is also required to take into account additional assertions such as existence, rights and obligations, and valuation (Delaney and Whittington, 2009). The occurrence assertion verifies that the transaction has actually been occurred and that it relates to the entity. This assertion helps the auditor in assuring that the fake transactions are not recorded in the books of accounts (Puncel, 2007). The completeness assertion relates to assuring that those all transaction, which should have been recorded, have in fact been recorded in the books of accounts. The accuracy assertion states that the recorded transactions have been reflected in the financial statement accurately. One of the most important assertions that the auditor has to take into account for the year end transactions is cut-off. The cut-off assertion requires the auditor to ensure that the yearend transactions have been recorded in the correct accounting period (Puncel, 2007). In the present case, completeness and valuation are the two primary assertions that are considered at risk. The result of analytical procedures performed by the auditor depicts that the credit period of the account payables has fallen down to a significant level as compared to the previous years (Dauber, 2009). This sudden downfall in the credit period of the account payables raises doubt over the valuation of the account payables. Further, it has been identified that the internal controls over the purchase of raw material are also weak, which raises doubt over the completeness assertion in respect of the account payables. The internal controls are so weak that the invoices are not processed on time resulting into mismatch of the book balance with the suppliers books (Graham, 2015). The auditor needs to verify completeness and valuation assertions in respect of account payables in a great detail. It is essential for the auditor to apply substantive audit procedures to verify the assertions in detail (Gray and Manson, 2007). In the present case, the auditor needs to collect conclusive evidences as regards completeness of the account payables. Applying the substantive procedures for all the accounts payables may be problematic, thus, the auditor should draw samples based on materiality (Whittington, 2012). Further, the auditor should first verify the internal controls that the entity has in place to ensure that the transactions relating to purchase, payment, and discount settlements are recorded appropriately. After verifying the internal controls, the auditor should proceed with verifying the account payable ledger. In order to ensure that all the transactions which should have been recorded, have in fact been recorded, the auditor should request the management to provide him with a list of suppliers. Further, the purchase invoices should be verified with the purchase requisitions raised by the purchase department of the company (Beasley and Carcello, 2008). The entries in the suppliers ledger should tracked with the serial number of the invoices to ensure that all the invoices have been recorded in the books. Further, in order to track unusual fluctuations, the auditor should perform analytical procedures by comparing the level of accounts payables in the current period with the level of accounts payables in the previous periods (Beasley and Carcello, 2008). Apart from verifying the completeness assertion about the account payables, it is also crucial for the auditor to ensure that the value of account payables shown in the books of accounts is correct. The auditor should cross check, the purchase day book with the accounts payables ledger and ensure that all the purchases are reflected in the accounts payable ledger (Beasley and Carcello, 2008). Further, the physical copy of the purchase invoices should be verified with the entries in the accounts payable ledger. The payment to the account payables should be checked with the bank statement to ensure that payments made are genuine. Further, the settlement discounts allowed by the suppliers should be checked with the debit notes issued by them and ensure that the same have been adequately posted in the ledgers. Last, but not the least, the auditor should request the balance confirmations from the suppliers and cross check them with the balance in the suppliers ledger. In this regard, the auditor should bear in mind that the differences in balance if any is satisfactorily explained by the management (Beasley and Carcello, 2008). References Beasley, M.S. and Carcello, J.V. 2008. GAAS guide 2009: a comprehensive restatement of standards for auditing, attestation, compilation, and review. CCH. Cartlidge, D. 2011. New aspects of quantity surveying practice. Taylor Francis. Dauber, N.A. 2009. Wiley the complete guide to auditing standards, and other professional standards for accountants 2009. John Wiley Sons. Delaney, P.R. and Whittington, O.R. 2009. Wiley CPA exam review 2010, auditing and attestation. John Wiley Sons. Financial Forecast and projections. 2001. [Online]. Available at: https://www.aicpa.org/research/standards/auditattest/downloadabledocuments/at-00301.pdf [Accessed on: 13 August 2016]. Graham, L. 2015. Internal control audit and compliance: documentation and testing under the new COSO framework. John Wiley Sons. Gray, I. and Manson, S. 2007. The Audit Process: Principles, Practice and Cases. Cengage Learning EMEA. Havard, T. (2013). Financial Feasibility Studies for Property Development: Theory and Practice. Jackson, S., Sawyers, R., and Jenkins, G. 2007. Managerial accounting: a focus on ethical decision making. Cengage Learning. Puncel, L. 2007. Audit procedures 2008. CCH. Schaeffer, M.S. 2008. Fraud in accounts payable: how to prevent it. John Wiley Sons. Trevino, L.K. and Nelson, K.A. 2010. Managing business ethics. John Wiley Sons. Whittington, O.R. 2012. Wiley CPA exam review 2013, auditing and attestation. John Wiley Sons. Wilson, R.M.S. 2014. Routledge companions in business, management and accounting. Routledge. Work Ethics. 2016. [Online]. Available at: https://www.accaglobal.com/in/en/student/exam-support-resources/professional-exams-study-resources/p1/technical-articles/ethical-decision-making.html [Accessed on: 13 August 2016].