A School of Marketing
Service managers must also understand that their consumer behavior also is likely to be influenced by the degree of responsibility and autonomy invested in them, and by their own sense of control over the service encounter and delivery process. Below Figure provides a model of the consumer decision-making, purchase, consumption and evaluation process. You should …
Synopsis of Austrade Case Study This case traces the events of Australia’s Trade Commission post (Austrade) in Bangkok, Thailand from a post that had the worst customer service record in the SE Asian region to becoming among the top five posts in the world, all in the space of a few years. It touches on …
Synopsis of Qantas Case This Qantas case reports a series of dissatisfactory service encounters for a business passenger returning on a Qantas 16-hour flight from Los Angeles to Sydney. The case centers around Qantas service recovery efforts (or lack of) and the relationship between customer satisfaction/dissatisfaction (CS/D) and service quality. Further, it demonstrates how repeat …
Synopsis of Perth Zoo Case Study This case is a good example of a not-for-profit service organisation, and the opportunities and problems such an organisation face. It deals with issue surrounding selection of target markets, relationship marketing, getting repeat patronage, generic competition and issues that are like many private sector firms – goods or services. …
Mention Bank Asia Case Study Solution Steps Mention Bank Asia has Taken to Develop a Customer Orientation Remodeling and renovation of branches (“friendly yet professional”) Teller stations redesigned to provide full/express service Touch-screen information terminals installed near entrance Introduction of advanced model ATMs with color screens Increased number of ATMs in branches Access to regional …
This case ‘an incident in the babies’ room’ covers many of the topics in Services Marketing. Twinkle Toes is a typical long-day care center that has been recently taken over by Maria Sanchez. To reduce costs, Maria hires inexperienced staff, but a complaining customer draws her attention to the ramifications of her decision and other …
Online stockbroking is a commonly used phenomenon in today’s era. In a technology market such as this, marketers should be encouraged to think laterally and be very creative. The ‘obvious’ will emerge and be recorded, but researchers should be encouraged to go beyond this. The market structure, in terms of key players, their relative size …
Q1. How should TLM position itself? TLM’s core product is hospitality but the international marketing of Thailand as a long stay tourist destination. It differentiates Thailand from its competitors is the responsibility of the government through the Tourism Authority of Thailand (TAT). TLM’s work should complement the work of TAT, by marketing Thailand specifically to …
Distinguish between the core, supplementary and facilitating services provided by FedEx. FedEx Core Services Air & Road Freight: – International Priority (IP) International Priority Freight Service (IPFS) (Cargo, packages, letters & documents) FedEx Support Services FedEx Packaging EC-Inventory EC-Manufacturing EC-Return Management COSMOS EC-Warehouse Management FedEx Ship Manager FedEx Ship Assistant Customs Clearance Customer Care Program …
The Melbourne Cup is Australia’s premier horse race of the nation (handicap over 3200 meters with over AUD$2 million prize money) and it has its own public holiday in metropolitan Melbourne. The TAB (used to stand for Totalizer Agency Board when government owned and run, but now a public company, Tabcorp Holdings) is the only, …
Answers to the Case Questions What features do you think are important for BDW’s Web site? Blake Dawson Waldron deals primarily with high net worth consumers. BDW’s clients expect to see plush surrounds. BDW’s physical offices tend to reflect that wealth and success. Such visual cues are also expected on the Internet. A “top tier” …
Questions for Discussion What does the experience described in this case suggest about the concept of value and how this is assessed by different people? (Note: It might be helpful to consider this question with reference to the work of Valarie Zeithaml.) Discuss the appropriateness of the club’s use of bundling and other potential sports …
3 Stages of Project Success Criteria Implementation 3 Stages of Project Success Criteria Success of a Project is measurable at three Stages: Stage 1 (Output): Successful completion of Project in terms of Sextuple Constraints (Scope, Time, Cost, Quality, Resources, and Risk) Stage 2 (Outcome): Successful Project Outcomes using product the project has produced, like Stakeholder …
Project Flow Chart Flow Charts represent relationships among the Activities and Tasks that make up a project process. Uses: Determine COQ Study the Steps of a Process leading to a Quality defect Make Changes to the Process with a Quality defect Consider flow diagram for a simple project of painting a house Define Flow Chart, …
Managing and Controlling Project Resources As the Project progresses, the Project Manager must acquire all the resources (human, machine and material), train and manage human resources, and control all the resources. Specifically, Internal Resources are acquired from Functional or Resource managers, depending on the Org. External resources are acquired through the Procurement processes Acquired Resources …
Tools & Techniques for controlling Quality All the Tools & Techniques are used for implementing Quality, specifically Fishbone, Pareto, Run & Control Charts, Check & Tally Sheets, etc. In addition: 1. Root Cause Analysis (RCA) It is used to identify the causes of Quality problems, including defects, to determine how they can be remedied. The …
Monitoring Project Schedule As the Project progress, activities are started and completed as per the Schedule Baseline. Any delays may have Cost implications or incur Penalties (Liquidated Damages) in accordance with the Contract. Specifically: EVA KPIs indicate the Status of Project Schedule-wise. Relevant KPIs are SV tu, SPI tu, SV mu & SPI mu, SV% …
Project Execution The Planned Project Activities are executed to complete the Project Deliverables and the Project Objectives. Project Monitoring Tracking the Project to see where it is. Key Performance Indicators (KPI) help monitor the Project Monitoring a Project with EVA KPIs Project Evaluation Reviewing the Project to see where it ought to be and what, …
Project Quality Objectives Quality Objectives are the goals set for the Project Deliverables (products, services, and results) or its Processes. Some of the common types of quality objectives on a construction project could be: Overall Ensure grade-1 construction and furnishing standards Defects A goal for conformance to specifications such as 0.1% of items failing quality …
Project Quality Management Basic Concepts Quality Management System (QMS) The system of creating and following organizational Policies and Procedures and tailoring them to ensure the Project also meets the needs of the Customer Quality Assurance (QA) Part of the QMS that aims to provide confidence that Quality requirements are being fulfilled and is targeted at …
What are project meetings? Project meetings are face-to-face or virtual meetings held to make decisions, respond to Stakeholder Requests, discuss Project matters of mutual interest with suppliers, vendors, and other project stakeholders. Project Meeting types Following meetings are held on a project: Procurement Meetings Like Pre-Bid Conference, Bid Opening, Contract Negotiations, Contract Review Meetings, Procurement …
Define project communication Project Communication is exchange of project information. Purpose of project communication is to meet the communication needs of stakeholders; A project manager spends about 90% of his time communicating. Project communication may be: 1. Internal Communication Communication with stakeholders within the project and within the organization 2. External Communication Communication with external …
Risk Management Steps Risk Identification -Planning Risk Analysis –Planning Planning Risk Response –Planning Implementing Risk Response –Executing Monitoring Risks –Mostly Executing 5 Step Approach to Risk Management – Detailed Discussion Step 1: Risk Identification Risk Identification involves identifying: Individual project risks Sources of overall project risk Risk identification can be done by a large number …
20 Major Concepts of Project Risk Management with Examples Risk Management It is the process of Identifying Risks, evaluating them, Planning & Implementing Responses to Risks, and Monitoring all these processes Project Risk An uncertain incident that may occur or has already occurred during any stage of project work is known as a risk. Also …
Cost Reimbursable Contracts Also known as Cost Plus (CP) contracts. In Cost Reimbursable Contracts, the Seller is reimbursed for completed work plus a fee representing his profit The Seller produces the original invoices to ascertain actual costs incurred Scope Creep is an inherent drawback of this contract, especially when the requirements are unclear Cost Reimbursable …
What is a Contract? A contract is a mutually binding agreement that obligates the Seller to provide the specified products, services, or results; and obligates the Buyer to pay the Seller for the said products, services, or results. It represents a legal relationship that is subject to remedy in the courts. Contract Types Contract Types …
Reasons for Project Procurement Scarcity/Unavailability of in-house Competence Cost constraints Less Requirement (Cost Effectiveness) Time constraints Brand preference Project Procurement Concepts & Outsourcing Reasons Important Procurement Concepts Bidding It is the entire process from the time the Buyer/Seller advertises his intention to buy/sell goods or services to the signing of Agreement between the Buyer and …
Conflict Resolution Conflicts on a Project are inevitable and need to be resolved in a timely manner and constructive way to achieve a high-performing team Influencing It is being persuasive and being able to acquire the required resources for the Project; achieved through clear articulation of points, active listening, data collection, awareness of all points …
In Tuckman’s model a team goes through five stages of growth on their way to becoming a cohesive and productive team: Forming The Project Manager provides the team with guidance and structure. Storming If team members are not collaborative or open to differing ideas and perspectives, the environment can become counterproductive, leading to conflicts. The …
When to perform earned value analysis? Any time At Actual completion of Activities, Work Packages or at Actual Milestones (best) Key Terms in earned value analysis: Current Schedule & Cost Performance Budget at Completion (BAC) Planned Value (PV) Earned Value (EV) Earned Schedule (ES) Actual Cost (AC) Actual Time Schedule Variance & Performance Index wrt …
Precedence Diagram A Diagram in which Activities are represented as Nodes, linked by Arrows which represent sequence in which activities stop or start is called precedence diagram. PDM includes four Dependencies (Precedencies) or Logical Relationships between Activities Finish-to-Start Start-to-Start Finish-to-Finish Start-to-Finish Predecessor Activity is the one that logically (chronologically) comes before the Successor Activity A …
Tools for Project Resources Estimation with Examples Tools for Project Resources Estimation Rough Order of Magnitude (ROM) Estimation Analogous Estimation of resources Parametric Estimation of project resources Three-Point Estimation: Triangular Estimation (Simple Average) Beta Estimation (Weighted Average) Points to Note: Each method has strengths and weaknesses Estimation should be based on several methods, which should …
Project Scope Project scope is the combination of both product and non-product scope. Product Scope + Non-Product Scope = Project Scope ‘Non-Product Scope’ (‘HOW’ of the Product) How to achieve the Product: Planning, Execution, Management, Logistics etc.) Product Scope (‘WHAT’ & ‘WHAT NOT’ of the Product) Note: Scope ‘Exclusions’ must be in context & realistic …
What is a Stakeholder? Anyone who affects or get affected in any way by an organization like organizational decisions, its products/services or its deliverables is considered as a stakeholder. It can be an internal stakeholder or outside the organization. Define Stakeholder, its types and engagement strategies Internal vs External Stakeholders Sponsor (External/Internal) Project Team (Internal) …
Schedule compression techniques are used to bring project back on Planned Schedule (Schedule Baseline) by Fast Tracking or Crashing the Schedule for the Remaining Work Crashing If schedule compression is required, then critical path activities are adjusted by adding or removing some activities from it without changing the actual project scope. Trades Time for Money; …
Project Life Cycle The sequence of stages a project undergoes from its start till completion is considered as project life cycle: Concept Development → Feasibility Study → Design → Prototype → Build →Test → Handover (Close) However, most literature depicts the Life Cycle in terms of the 5 overlapping Process Groups which represent activities performed …
Thorough Definition of a Project with Examples A Project is a one-time venture undertaken to create a distinctive Product, Service or deliverable → Product, Service or Result as known as Deliverable Detailed Elaboration of Project definition Temporary (one-time endeavor means) One-Time, with definitive Beginning & End A Project ends when the project’s objectives have been …
Executive Summary While studying Management Sciences, I found my interest in Marketing and especially in Digital Marketing. It was a great opportunity for me to do a six-month internship in Dream World Travel. At the start of the internship I had set several learning goals regarding the improvement of knowledge and skills on managing office …
As a Line manager, what do I do to address team conflicts? We’ve listed causes; now let’s generate a plan to deal with the causes. We will use the following steps to address team conflict: Define the problem Gather data Analyze the data Choose the best solution Implement the solution and continue to refine it …
Dealing with Conflict Successful managers can effectively manage conflict just by analyzing the early symptoms of team conflicts. This ability is considered a core competency and is required for managers who want to grow and advance. Unfortunately, it is also one of the most difficult skills a manager can develop. Activity Kindly list individually the …
Introduction to MARCA’17 Marca2k17 (MARCA’17) is an official #tag & brand name of e-commerce project which was held in Bahria University Islamabad on 9th-10th May 2017. There were three Mega events organized by the respective Marketing Clusters of Management Sciences. Events include “Open House”, “Ad Bana” and “Alif Idea”. All three events showcased some of …
In this article we will see the comparison between quality of services provided by regular cheap salon and high-end expensive salon. Beauty salons have proven to be a recession-proof industry across Globe. The growth of this industry is increasing in Globe due to raised awareness. This awareness in both men and women of Globe is …
Emirates is an airline based in Dubai, UAE. The airline is a subsidiary of the Emirates group, which is wholly owned by the government of Dubai’s investment corporation of UAE. The largest airline country is American Airlines Group. Seating on each airline is categorized into different categories. These categories are different for each company however …
Interpersonal Conflict It is impossible to eliminate conflict It is possible to manage it Essential for healthier and stronger relationships The Nature of Conflict Expressed struggle Perceived incompatible goals Perceived scarce rewards Interdependence Styles of Expressing Conflict Different ways of handling conflict Nonassertion Direct Aggression Passive Aggression Indirect Communication Assertion NONASSERTION When you can’t express …
Ritz-Carlton hotel Services comparison This hotel offers better services in comparison to its competitors to obtain the right people to establish the best services. Whole hotel area is covered with trees to avoid noise and dust pollution of outside world. The Ritz-Carlton hotel company is the first and only hotel organization to win the desirable …
In the sea of information explosion, how do you start your online profitable business through online marketing? What resources do you have available? What internet marketing techniques do you need to know? And this article sorted out 7 areas of online marketing must learn, to help you quickly understand how to get from beginner to …
KOOVS.COM SWOT Analysis; Claimed to be the largest online wholesale subsidiary store in India and Pakistan. It was established in 2009 and it’s a public online store which provides branded fashion cloths and other accessories online. Strengths Higher (84.81%) rate of customer engagement via social media platforms Excellent site ranking on Alexa Strong brand recognition …
There are many ways to manage opposite genders buying behavior. But the question is how and why opposite gender customers behave difficulty. Key learning points from this article. How opposite gender behave s as a customer Why opposite gender differently when shopping or continuously. What are the indicators of these different customer behaviors based on …
Introduction Al-Shifa Trust Eye Hospital which is one of the most renowned eye Hospitals in Pakistan, its office is situated in Rawalpindi but operates all over the Country. Manager’s Intro The HR Manager of Al-Shifa is Mr. Mubashir Mehmood. He has an MBA in HRM and has a total experience of 9 Years. (6 Years …
Panther tires pricing strategy – Interview based survey This article is based on an interview of pricing manager for Panther Tires. Many questions have been asked about how panther tires make its pricing strategy. It’s about latest pricing of the company and the interview duration was around forty-five minutes. Interviewer: Where do u work and …
Creating comment backlinks is crucial for SEO and rankings of every website on internet. But most face a lot of difficulties in creating and making them permanent do-follow backlinks. There are two main kinds of comment backlinks; White hat comment backlinks Black hat comment backlinks White Hat Comment Backlinks Usually known as positive comments, because …
List of 40 Activities for Network Diagram Project Here is the list of 40 activities to make a network diagram and network table for your stats, operation research or project management assignments or final projects. Topic Name; A Trip to Neelam valley and Azad Kashmir The Trip has been arranged by Muhammad Taha. He is …
SOSTAC Model – Development of E-Marketing Plan SOSTAC is a framework used for marketing and business plans, also known as a marketing planning process. This is the most verified and tested model for developing and implementing marketing plans. This study target company CEOs, directors, presidents, managing directors and managers, especially business owners and business graduates …
Fauji Cement Pricing Strategy – Manager Interview These are the following questions which were asked by the Pricing Strategy Manager of Fauji Cement. WHAT FACTORS DO YOU CONSIDER WHILE SETTING THE PRICES? In Pakistan, All Cement manufacturing Association (Which Consist of 29 Firms) set monthly meetings where they decide which price is to be set …
Table of contents Types of customer’s false claims Reasons behind customer’s false complaints Company’s responding strategy against false claims of stakeholders Effects of each responsive strategy on both customer and the company Types of customer’s false claims Price based claims Claims regarding product packaging (most customers return the products by excusing that an unpacked or …
Before positioning a retail store, one must have a deep understanding of their target customer psychological mindset, their decision-making patterns & factors which are influencing their buying decisions now of purchase. Requirements for Positioning a Brand A salesman must be smart and quick enough to figure out “Customer’s need, requirements, and the major triggering factors …
How Brando Wears set up the pricing strategy? Brando wears checks on the market value of the material required to make the product. And then forecast the pricing strategy of the brand. While some costs are fixed. For example, if we are manufacturing a pant. We will check how much leather is required, how much other fabric/Cloth …
About the Company Stallion Power LLC is a Dubai (UAE) based company to manufacture and exporter of electronic, Caterpillar, iPad parts, iPad parts, iPad parts, OE-M’s (Original Equipment Manufacturer). We are now looking for the new design and manufacture of engines. Presently, our range is gone for the rural, development, modern, control age, and material …
In this article we will suggest different promotional mix tools to promote a photography business. Direct Marketing For direct marketing use pamphlets, brochures and leaflets. We will also suggest doing direct marketing by giving customers their visiting cards and various types of packaging. Sales Promotion Provide seasonal discounts and packages for sales promotions such as …
Nestle Pure Life Pricing Strategy How many products do offer by your organisation in Pakistan? Ans: According to the company representative the company almost deals in 88 % of its total products in Pakistan. How pricing was set in your organisation? Ans: Firstly, the taxes were finalised with the government by the legal advisers of …
The use of drugs among youngsters is very common nowadays. The young generation is the worst victim of drug addiction. The effects of drugs are extremely harmful. They gradually fade away the sanity of a person. Curiosities, desire for pleasure, social excommunication, mental gap, lack of self-reliance are some of the reasons why youngsters became …
Introduction to Company Murree Brewery Co. Ltd was established in 1860. It’s the first modern beer breweries established in Asia. Its Alcoholic products were popular among British troops. Soon with the passage of time, brewery non-alcoholic products and beverages became popular. Currently, non-Muslims and foreigners are permitted to consume alcohol. The company continuously upgraded its …
The main source of business is from referrals or from the Facebook page which also serves as a product showcase / interactive marketing platform. We have identified the following problems that need attention by having a preliminary meeting with an admin of the Facebook photography page. Problems Low or irregular page activity Lack of videos …
Price Setting Mechanism Market information is gathered by marketers on a daily basis from ongoing projects, retail shops, cement plants, and other sales representatives. After having a detailed assessment, knowing the competitors, brand position, local home market, and future prospects a proposal is made and sent to line managers. The line managers compare it with …
Here is the Harley-Davidson case study link. In this article we will only discuss its solution and perform a SWOT analysis of the case. Lets begin with the introduction; Introduction to Harley Davidson Inc. In 1901, William Harley and Arthur R. Davidson experimented with ideas and build their own motorcycles. They were joined by Arthur’s …
Topic: Project proposal is about the “Moderating Impact of Workers Involvement on Workforce Diversity, Organisational Learning Culture and Organisational Performance” Introduction: We have chosen the topic Workforce Diversity as this is essential for today’s organisations to eradicate these challenges and manage its entire workforce without the discrimination. Problem Statement: The discrimination attitude of some workforce, …
The General Tyre and Rubber Company of Pakistan Limited was established in 1963 on a 25-acre plot in Karachi Pakistan. Its production started in 1964. The Company was founded by General Tire International Corporation of the USA. With a complete capacity of only 120,000 Tires once a year. General Tyres has four market segments to …
Revolutionising the world of fashion with her classy and trendy attires. Rani Emaan indeed is improving the image of Pakistani designers not just there but across the globe. Kudos for her hard work and the stance. She is a motivation to the women of Pakistan. Farzeen Irtizaz’s story was a bit different from others as it …
OUTFITTERS Micro-environment: Consist of major actors behind the scenes. Marketing success requires building relationships with other company departments, suppliers, marketing intermediaries, competitors, various public and customers which combine to make up the company’s value delivery network Outfitters have excelled in the coming years due to their success in the micro environment because the only thing …
8 Most Significant Uses and Abuses of Internet Since stone age humans invent so many outstanding things. However internet has been the most popular innovation in the history of mankind. In the beginning this was the most useful and revolutionary invention in the field of technology. But with the passage of time its use to …
Solved Case Study: Work Life Balance at Baxter Answers What role, if any, does work life balance play in the success of an organization? Explain. Baxter International’s usage of work/life parity as a center worth is reflected in its corporate society. Since the association started concentrating on this worth, Baxter has accomplished its procuring focuses, …
Stress had been a problem and also one of the important issues in our society for years. It also had been a problem at workplaces too. The existing quantitative research aims to find the relationship between work stress and employee performance focusing on the doctors and nurses, specifically of PIMS hospital Islamabad, Pakistan. Random sampling …
Big data consists of extremely larger sets of internets users’ digital footprints, information and data generated by their online activities. Analyzing this data to identify step by step patterns of human virtual behavior is known as making better sense of this data. A hand’s on resource that helps marketing and operations professional tap into the …
The Dilemma This case is referring to the dilemma confronted by Mr Rajesh who is running an advertising agency called “Creed” in the Southern State of Kerala, India. This is a small advertising agency which is trying to compete with a large advertising agency named “Vista “and focusing on price discounts to penetrate in the …
O Level Student Personal statement Example Education My name is David Holmes and I am 21 years old. I did O Levels from National Defense School in 2019 and recently appeared in A level from the same prestigious institute. National Defense School is a well-known school for providing its students with a platform that enhances …
Kabul Restaurant Islamabad Case Study Kabul restaurant is well known restaurant in Islamabad and holds a prestigious reputation from last 30 years. The restaurant is known for its Afghani traditional food, well designed infrastructure and best quality. The management of Kabul restaurant is really active on the inspection of food and its quality. They have …
Analysis and Solution of A Strategic Framework for Spare Parts Logistics Case Study Case analysis This case highlights many of the important aspects and issues regarding aligning, organizing and implementing spare parts logistics with the help of a strategic framework. And it describes that how an effective spare parts logistics strategy can be developed and …
This Article is based on interview of a Nike franchise owner in Pakistan. In interview he revealed how Nike set its prices for local markets. And how much they have control over pricing strategy during crisis, currency fluctuation and recessions. NIKE ‘Just Do It’ It’s an US multinational brand engaged in designing, manufacturing, marketing and …
There is a number of leadership styles used by different leaders during war situation in Twelve O’clock High movie. Below are the differences in their leadership styles accordance with the situations and their impact on war. Difference in leadership style between General Savage and Colonel Davenport General Savage treats everyone so brutally that he has …
Careem is an app-based car service that connects people to rides in a matter of minutes, at the tap of a button. It provides reliable, safe, convenient and affordable transport. Its customers can book a car on the Careem apps and website, or by calling a call center. Careem, has announced an investment of US$ 60 …
Post Merger Challenges of Al-Baraka & Burj Bank: The Acquisition Management Issues In August 2016, Bank Al Baraka concluded due diligence and subsequently entered into negotiations with the management of Burj Bank on sale purchase deal. The parties eventually reached an agreement between them for the acquisition. Afterwards, State Bank of Pakistan (SBP) gave green …
Case Overview Procter & Gamble is a major multinational consumer goods company, and referred as one of the first initiators in adopting big data and digitalization to reveal patterns, trends and associations relating to consumer psychographic behavior and react likewise. Digitalization and big data analytics had helped P&G save billion dollars and is a key …
Main Problem faced by Applus+ Velosi was its obsolete machinery which result in losing big projects from oil&gas sector in Pakistani market. Also, they were losing competitive edge in the market due to manual working style of labor while other competitors moved towards latest equipments and machinery certified by ISO standards to automate the working procedure. …
Hyper star belongs to the Carrefour group based in Germany but in Pakistan it is currently ran by the Majid-Al-Futtaim-Retail belonging to a gulf country .It established in 2009. Hyperstar is Pakistan’s most dynamic, fast-moving and exciting hypermarket chain. The company has global expertise which helps us offer the shoppers here in the Pakistan the same quality, …
In the past few years, the trend of online shopping has drastically increased in Pakistan, it motivates the researcher to investigate social media usage in managing and building strong customer relations. Also, the current study aims to explore the impact of social media on millennial buying behavior in Pakistan with a mediating effect on customer …