Why Satisfied Customer Defect - 9193 Words

ARTICLE www.hbr.org Why Satisfied Customers Defect by Thomas O. Jones and W. Earl Sasser, Jr. Included with this full-text Harvard Business Review article: 1 Article Summary The Idea in Brief— the core idea The Idea in Practice— putting the idea to work 2 Why Satisfied Customers Defect 14 Further Reading A list of related materials, with annotations to guide further exploration of the article’s ideas and applications Product 6838 Why Satisfied Customers Defect The Idea in Brief The Idea in Practice Satisfied customers—a sure sign of your company’s success? Actually not, as Xerox Corporation discovered. Its merely s atisfied customers were six times less likely to buy again from Xerox than its totally satisfied customers. To secure†¦show more content†¦The company’s eight divisions operate in diverse markets, including light manufacturing, wholesale distribution, and consumer services. All are feeling pressure from strong competitors, and the corporation has created a customer-satisfaction survey as one method of measuring the impact of its quality-improvement process. After dispensing with several items on the agenda, the group turns to the third-quarter customer-satisfaction indices, and a transparency is placed on the overhead projector. (See the graph â€Å"Third Quarter Satisfaction Index.†) The CEO proudly points out that 82% of the customers surveyed responded with an overall satisfaction rating of either 4 (satisfied) or 5 (completely satisfied). Everyone in the meeting agrees that the company must be doing pretty well because only 18% of its customers were less than satisfied. There are three divisions with average rat- harvard business review †¢ november–december 1995 ings of 4.5 or higher. There is general consensus that they have reached the point of diminishing returns and that further investing to increase customer satisfaction will not make good financial sense. The group next examines the results of the division with the lowest average rating, a 2.7. This business unit manufactures bulk lubricants and sells to companies that repackage the product for sale to the retail channel. It is aShow MoreRelatedTotal Quality Management1287 Words   |  6 Pagesevery function and every employee in satisfying customers needs, both internal and external. TQM works by continuously improving all aspect of work through structured control, improvement and planning activities that are carried out in concern with guiding ideology that focuses on Quality and Customer Satisfaction as the top priorities. There has been many arguments that TQM succeeds only by incorporating a concern about quality for the customers throughout the organisation. The truth of thisRead More500 Furnitures995 Words   |  4 Pagesis always something that can be improved. They are never totally satisfied with the present level of quality. This commitment to the pursuit of excellence is passed down to every employee. The franchisors quality motto is Excellence and quality are not destinations; they are journeys.† maker. Quality efforts are made in all areas of the business in an attempt to achieve Zero Unsatisfied Customers. The first thing a customer notices at each franchise store is its curb appeal. The parkingRead MoreGeneral Motors’ Ignition Failure Hearing829 Words   |  3 PagesOfficer Mary Barra testified in front of a panel of senators regarding the company’s late delay in addressing a defect in ignition switches, causing cars to lose power and injuring or killing the drivers. While GM has issued a recall on cars that are known to have this defective product, the problem lies in the delay of action on the part of GM, who are accused of knowing about the defect as early as 2001. One of the many problems during the hearing is the emergence GM not only knowing about theRead MoreCase Study : 6 Sigma Manufacturing Process1419 Words   |  6 Pagesthe quality, In order to identify defects or errors. By using 6 sigma 99.9% the defect will not be there in the product. 6 sigma uses quality management and structural methods. The customer satisfaction can be increased by using this, production cycle can be reduced, reduction of waste and reducing the cost of the project. Introduction:- 6 sigma is defined as the measure of perfection from deviation and measurement of defects in the process. Mainly the 6 sigmaRead MoreCustomer Service: The Key to a Prosperous Business 1448 Words   |  6 PagesWhen it comes to providing customer service, customers want quality, assurance and their demands met. Companies have a commitment to give good customer service. GE (General Electric) is ranked one of best companies that provide excellent customer service. Their commitment, training and quality to the customers for decades is how they gotten to the top. Meanwhile, AOL is ranked as one of the worst companies that provide poor customer service. There rude deposition, unethical guidelines and disgracefulRead MoreHaier Logistics1650 Words   |  7 Pageshave to meet the individual needs of customers, we must achieve the aim of zero-defect quality, zero occupancy, and zero distance service. 2〠The formation of corporate strategy In the period of restructuring, the company s CEO Zhang Ruimin said that In the information age we should be user-centric to get customer’s satisfaction as the biggest target, otherwise corporate profits is impossible in this era the value chain is not suitable . How we can improve customer satisfaction is therefore a majorRead MoreWhy Software Testing With Real Users1099 Words   |  5 PagesWeek6 Hand in Assignment There are a number of reasons why software testing with real users views are important, even if the software is still being developed. One of the main reasons is that testing can bring value to the end product. Software testing demonstrates that defects are detected in the application that was developed. The process validates and verifies the software in order to ensure that the product meets the highest business and technical requirements that directed its design andRead MoreCase Study : Company Management For Managing The Current Situation Of Global Pharmaceutical Industry1597 Words   |  7 Pagescontinuously increasing the competitive environment, require to have a constant stream of products need to be produce as well as must have to ensure the products quality, it should be maintained in order to arrive in the range of best quality products that’s why Company is introducing a new venture to unite the decision-making of the board and require involvement of the top mana gement team, key middle managers, quality assurance team and board members, â€Å"Management for health services delivery†. A major projectRead MoreBalanced Scorecard And Malcolm Baldrige Performance Excellence Program826 Words   |  4 PagesMalcolm Baldrige Performance Excellence Program Comparison Merriam Webster defines quality as a degree of excellence, or a distinguishing attribute. Managers strive for excellence in the workplace to improve customer satisfaction, increase the output in manufacturing while minimizing defects, as well as making the company more profitable. There are several different management systems or methodologies available for businesses to use, but the Balanced Scorecard and the Malcolm Baldrige PerformanceRead MoreA Short Note On Toyota Production System ( Stp )1462 Words   |  6 Pagesbetter when they don’t have to worry about losing their job. This is why they have a no layoff police and most of the company profits are reinvested in to the company, so they will always be jobs for their employees. This principle is not just about the company and its employees but is also about the customer. This is when Toyota will identify what values the customer wants in their products. When Toyota knows what values the customer wants it then can start to work on the process. The process principle

Combating Drug Use in America - 1096 Words

The use of illegal drugs has plagued society for thousands of years. Illicit drugs use can be found all around the world. The War on Drugs is a term applied to a campaign on the prohibition of drugs of drug use, with the effort to reduced illegal drug trades. The current War on Drugs has affected our society physically and emotionally, and should end for the better of our society immediately. When the War on Drugs began, it was â€Å"The expectation that drug trafficking in the United States could be greatly reduced in a short amount of time through federal policing and yet the war on drugs continues to this day.† (Becker1) The war on drugs is an unwinnable war. The War on Drugs was first implemented on July 14, 1969, when President Richard†¦show more content†¦Ã¢â‚¬Å"It is sold in limited quantities and in order to purchase it the buyer must be 18 years old and show a photo ID.† (Redmond1) Another way the war on drugs have affected people is being drug tested to get a job. Employers do not want their employees going into work high on drugs. â€Å"Over 80 percent of employer’s drug test their workers and workers to be. If illicit drugs show up in their urine, they don’t get the job.† (Redmond1) â€Å"Marijuana users are among the most vulnerable to failing drug tests because the drug can be detected in the urine for up to a month.†(Redmond1) The government cannot keep drugs out of super max prisons, so it is not possible to win the war on drugs. â€Å"Alcohol and tobacco, which is a far more dangerous drug than marijuana, are not subject to screening. In addition, random, suspicionless drug testing is allowed in many workplaces. If you come up positive, it can be automatic grounds for discipline or termination† (Redmond1) Drugs have definitely hurt our nation and society in many ways. Most Americans do not realize how drugs are affecting families, communities and unborn children. The drug war should not be treated solely as a criminal matter but rather as a health matter. â€Å"If you send a drug user to prison, they will likely come out a drug user. If you send a drug user to treatment, they will usually come out asShow MoreRelatedHezbollah Attacks935 Words   |  4 Pagesand have apprehended such members who have ties to Hezbollah so for the United States to prevent or reduce an attack from Hezbollah, the federal government will use multiple departments of the Intelligence Community. The management within certain contributors of the Intelligence community could be an arduous mission with regards to combating the war on terror here on the home front. As mentioned above about certain departments within the Department of Homeland Security providing information of a possibleRead MoreAnglo American Plc Case Study1709 Words   |  7 PagesCASE STUDY ON ANGLO AMERICAN PLC IN SOUTH AFRICA Submitted by Kamlesh Bind PGDM –IB ( 08) 1. What are the pros and cons of Anglo American’s adoptions of a strategy in combating HIV/AIDS among its South African workforce ? What recommendation would you give the company concerning its HIV / AIDS policy ? Ans :- Anglo American had a huge investment in South Africa and was hard hit by the HIV / AIDS epidemic . It was one of the first corporation to develop aRead MoreThe Cold War1559 Words   |  7 Pageschange and to design new strategies to address these new threats. Furthermore, it has been necessary to modify the roles of the Armed Forces. The paper analyzes the role of the armed forces combating the new threats in Peru. First, it explains the new threats that Peru is facing and the role of the armed forces combating them, its employment, and legal issues that allow its participation. After that, this paper analyzes the strengths and weaknesses of military participation. Finally, it recommends measuresRead MoreControlling Organized Crime1363 Words   |  6 Pagesquestion when it comes to these groups is how can criminal organizations be controlled? This paper will identify the problems presented and the various relationships established by organized crime. It will describe the legal limitations associated with combating organized crime, including a critique of major federal laws and strategies that support this effort. This paper will end with a suggestion of a realistic solution to control organized crime by discussing and evaluating the effectiveness of organizedRead MoreCombating the Illegal Trade of Drugs1110 Word s   |  5 PagesA drug or medication could be a material, which can have remedial, psychoactive, performance intensifying or different effects once eaten or place into a persons body or the body of another animal and isnt thought of food or solely a food. Most substances are mostly seen to as medication instead of food, and they differ between cultures, that is, most countries see most alleged medication and food and the other way around and besides, variations regarding medication, foods and regarding sortsRead MoreAntibiotics And Their Influence On The Creation Of Superbugs Essay1637 Words   |  7 PagesPenicillin in 1928, antibiotics have saved many countless lives that otherwise wouldn’t be saved. The real threat in the world today is the rapid spreading of antibiotic resistant diseases. To address this worldwide problem the National Action Plan for Combating Antibiotic-Resistant Bacteria was developed and issued by President Barack Obama on September 18, 2014. This p lan lists five goals to slow the progression of resistant bacteria. These goals work as a guide actions of the U.S government and publicRead MoreGovernment Response Of The Netherlands And The U.s.860 Words   |  4 PagesIntroduction In these research paper I will analyze the government response in the Netherlands and the U.S.A. to the distribution and use of intoxicating substances by their respective citizens. I will also compare and contrast the role of the criminal justice system and its actors, incorporating relevant statistics and figures. To researches the project, I used google researches on the internet and journal articles Portrait of the Netherlands ( this section you need to change word I copyRead MoreEssay about Pro Legalization of Marijuana906 Words   |  4 Pagesour everyday prescription and over the counter drugs. Never in United States history has their been even one case of someone dieing or being injured from the use of marijuana an illegal drug. But every year many people die from use of Americas popular legal drugs. A combined 50,000 plus people die a year from use of over the counter drugs. 90 percent of these deaths are caused by aspirin and caffeine pills. 150,000 plus people die a year from over use of alcohol. Not including the fact that alcoholRead More U.S. Drug Policy Versus Drug Reality Essay1334 Words   |  6 Pagesabout winning the war on drugs, it will have to face some hard facts about the failure of its drug policy to date. Since Reagan introduced the war on drugs in the early 1980s, the focus of anti-drug legislation has been on incarceration and eradication, not on dr ug education and treatment. Drug use is viewed as a crimethe same way that burglary and murder are viewed as crimeswithout examining the social and economic causes behind drug use. This categorization of drug use as criminal misrepresentsRead MoreSocial, Political, Or Economic Stakeholders Or Interests Frame The Issue?1426 Words   |  6 PagesVictorian Alcohol and Drug Foundation (VAADA) frames the problem as a lack of available treatment options for those affected by ice (Victorian Alcohol and Drug Foundation, 2015; Bacchi, 2009). To fix this, they propose additional funding for the establishment of more alcohol and other drug (AOD) treatment services, as well as expanding the treatment capacity of AODs in order to ensure they are adequately able to handle all cases of methamphetamine abuse (Victorian Alcohol and Drug Foundation, 2015).

Draft Security Plan

Question: Discuss about the Draft Security Plan. Answer: Draft Security Plan The security plan for the Community college has been a major concern for the people. There are different standard provisions where the IT needs to work on managing the risks by identifying, evaluating, controlling and mitigating all the vulnerabilities which pose a potential threat to the data. Hence, for this, there is a need for the user accounts and password implementation for the network resource usage which accounts to the access of the system. The plan is to mainly prohibit the sharing of all the different personal user accounts or the passwords and prevent them from accessing in the university. The IT network has been set for handling the laws and regulations which will provide a complete configuration of the system to protect the privacy or the security of the user. The reconfiguration process of the network hardware is designated to be held with the IT individuals where the connections, monitoring of devices and the communication is prohibited from the DHCP servers, DNS, NAT routers, network gateway or the packet capturing devices. There have been project cases to handle the records of network traffic along with handling the e-mail messages or the telnet sessions. The information is directly collected for accessing the network utilisation process where the IT may look for network operations and functions depending upon the schemes of DHCP and DNS. The wireless networks are important as they help in accessing the resources through a wired networking system along with handling the wireless network security to control mechanisms. The operations are based on accessing the networks through the use of information and devices. The user computing devices are important for the security and integrity to control the physical and the network access of the equipment. The services have been deployed to include the anti-virus software which needs to be installed to connect to the network of CC. The CC needs to work on removal of the data of the former members and work on allowing access with the use of card or check out key. The subnets are important to allow the authentication with the switch management in order to create a control of the backend administration. The servers are directed to the security audit where the evaluation is based on administrative access to the servers with the two-factor authentication process. Description This includes the assessment based on the computer hardware, PC, serves, application and the system software work. The entire network device has been set for handling the operations which will help in handling the assets related to the threats and vulnerability. The information of the security policies depend on taking hold of residual risks with the implementation and use of the data backup system and recovery technology. The strategy works on the different technical details to access, share, download and upload the files and folders depending upon the authentication process. The controllers work on addressing the services along with configuration of the HTTP server and other application architecture. The major need of the security is to handle the investments with accurate data used to collect, store and work on the reliable information. The focus has been on the security categories and the physical security system, operating system level security and the communication security. Th e physical security and the control threats are under the areas of hardware attack, software attack and the masquerade attack which uses the system for identifying the authorised used to obtain access to the network. The security threats are tapping and spoofing which can cause problem in the data communication system with the tracking of data flow. The effective focus is on how the software can be installed and administered through user rights and privileges. There is a need to handle the methodology of confidentiality, authentication, and access control inorder to determine the genuity of information. The access control is based on handling the data accuracy along with providing the proof for the transmission and receipt. For a complete security setup, there is a need to work on access control and data integrity. The system works on simple model inorder where there is a need to buy the antivirus package with users for the login scripts. The network applications are for educating t he organisation for the details of the passwords and the other virus on the computer. There is a need to test all the backup processes by creating the directory through the use of all the important data files. This will help in maintaining the data and applications for the disaster recovery. The firewalls have been the best method for the organisation to handle the security of the system. For this, there is a need for the software and the hardware components to work on the maintenance of the internal network with explicitly handling the traffic. This allows the system to be more secured along with internet security, mobile PC and remote site security. With the complete analysis of the security risks, there are certain security tools which are for identifying the weakness along with analysing the networks. The public domain software tool has been to administer the concerned availability factors with the Security Administrator Tool for Analysing Networks for all the Internet connected hosts for detecting the presence of the network. The programs are for identifying the configured systems along with all the system which identifies the poor configured systems. The management is based on working over the end users, internal and external security risks that holds the distributed environment with full security. The technology has been used for the CIS audit and security to monitor the relative adjustments, technology and improvements. The access of the software is based on establishing and maintaining the network interconnection along with data flow. For this there is a need for the modern networks which will be able to handle the IP and other proprietary protocols. The access of the computer systems is based on analysing, securing and working on the property of the computer systems. The data analysis is based on working over the TCP/IP as well as the operating systems and applications. The information security is based on handling multiple connections like the firewall for the web and the mail traffic which is for handling the remote connections. The system works on handling the users to realised the access to the internet along with holding the appropriate security of the system. The corporate users work on the proliferation to information which is belong the intranet enterprise. Project Plan Project scope The scope of the project is to handle the costs of the current network at CC with the development of IP addressing scheme. This will help in providing a secure and a private network for the students, staff and the visitors. Objectives and constraints CC business process work on the systems which include the IPX/SPX and ICT related services. It needs to work on the CC growth and sustainability which will maintain and integrate the systems to expand and improve services. The CC needs to handle the ICT infrastructure inorder to provide a higher quality of learning and teaching in the best effective way. The transition has been set to include immersive tele-presence system with distance education students. With the security of network and information, CC ICT infrastructure needs to work on the access of resources which will assure handling of the internal and the external network attacks. Statement of work The focus has been on handling the design and implementation of a secured information network system which will be able to have a higher availability, reliability and the security of the system. This needs to work on meeting the current and the future needs depending upon the changed technology structure. The network design has been used for the IP address allocation through the usage of the CIDR format report. The design has been to handle the WLAN frames with proper reliability, performance, scalability and security of the system. The focus of this is on immersive telepresence system in order to handle the CC which is seen to grow in the upcoming time. The strategy has been for handling the remote access and the mobile services where the migration has been set for the LM, file, Web and the Mail servers. The requirements and the cost benefit analysis depending on handling the cloud service providers (IaaS, PaaS, SaaS).