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human resource information

Questions and Answers of Human Resource Information

2. Describe the performance management tool/process that you use to monitor your cabin crew.
1. How is the cabin crew area structured and how does this influence the PM system?
7. View https://www.youtube.com/watch?v=mIkNzhM2b70 (Across the World with the Singapore Girl) and http://youtu.be/P5sGKR6NJBw (Singapore Airlines SQ Girl), and discuss how these videos might be
6. How do people feel if they are working in a culture that focuses so intensely on customers, but cuts costs to the bone internally?
5. Some of SIA’s HR practices would be frowned upon in the US and Europe (e.g., having cabin crew on time-based contracts that are renewable every five years).Is this fair competition (i.e.,
4. Why do you think are US full-service airlines largely undifferentiated lowquality providers? What are the reasons that none of the full-service airlines positioned itself and delivers as a high
3. Despite evidence that such practices help service firms achieve higher company performance, many organizations have not managed to execute them as effectively. Why do you think that is the case?
2. Evaluate the effectiveness of each element’s contribution towards SIA’s leadership in service excellence and cost-effectiveness.
1. Describe what is so special about SIA’s five elements of its successful HR practices?
4. How would you redesign compensation and performance appraisal systems at R&R? Is the sales-per-hour system an effective measure of customer satisfaction? Are R&R’s HR policies and practices
3. How effective is the memo in Exhibit 4 in clarifying the distinction between“sell” and “non-sell” time?
2. Are R&R employees pressured inappropriately by the sales-per-hour system or by management?
1. What is the cause of the problems described in this case? How serious are these problems? How would you quantify the potential financial risk to R&R?
4. What decision would you make and why?
3. Review the evidence. Do you believe the testimony presented?
2. Evaluate the concept of peer review. What are its strengths and weaknesses?What type of environment is required to make it work well?
1. What are the marketing implications of this situation?
6. If you were Jack McKinnon, what would you continue to do, and what should you stop doing?
5. Why do you think system performance in terms of waiting time changed as it did? Why did customer behavior changed as it did?
4. What is the labor cost per call taken by Associates and by Senior Associates?What is the cost per resolved call by Associates and by Senior Associates?
3. What would be the effect on capacity utilization of improving the productivity of the latest productive two Associate and two Senior Associates to the current Rapid ID average?
2. What is the capacity utilization of the Remote Support Unit, and how is this affecting waiting times?
1. Draw the process flow diagrams for the unit before Rapid ID and after. What changed?
3. As Dr. Shouldice, what actions, if any, would you like to take to expand the hospital’s capacity and how would you implement such changes?
2. Define the service model for Shouldice. How does each of its elements contribute to the hospital’s success?
1. What is the market for this service? How successful is Shouldice Hospital?
4. In planning for future expansion, how should Christine Taylor evaluate the market potential of Australia versus that of overseas? What strategies do you recommend and why?
3. From a franchisee’s perspective, what is the advantage offered by belonging to the APM franchise rather than going it alone?
2. Compare and contrast the tasks involved in recruiting new customers and recruiting new franchisees.
1. How did Christine Taylor succeed in evolving the local dog washing service she developed as a teenager into an international franchise business?
4. What action should Cherita Howard take and why?
3. What are the key considerations facing the hotel as it reviews the booking requests from the West Indies Cricket Board1?
2. Identify the various market segments currently served by the hotel. What are the pros and cons of seeking to serve customers from several segments?
1. What factors lead to variations in demand for rooms at a hotel such as the Accra Beach?
3. Brainstorm as to how other service companies might get customers to pay a more active role (rather than passive) in the service experience.
2. What role does culture and leadership play in the success of Kiwi Experience?
1. How does Kiwi Experience maintain a continual customer focus?
5. What potential problems do you foresee bringing Banyan Tree to the Americas, Europe, and the Middle East? How could Banyan Tree address those issues?
4. What effect does the practice of corporate social responsibility have on brand equity?
3. Discuss whether the brand portfolio of Banyan Tree, Angsana, and Cassia, as well as the product portfolio of beach resorts, services residences, city hotels, spas, galleries, and museum shops fit
2. Evaluate Banyan Tree’s brand positioning and communications strategies. Can Banyan Tree maintain its unique positioning in an increasingly overcrowded resorts market?
1. What are the main factors that contributed to Banyan Tree’s success?
2. How could Uber effectively compete with Didi? Should it compete head-on in China, or should it side-step competition by focusing on niche markets through service innovation, and geographic
1. How could Uber retain its dominant position in the US market? Are there services and/or geographic niche markets where Uber should accommodate Lyft?
4. What actions should Bouleau & Huntley take now?
LO 1 2. Evaluate the visit to National Metals Corporation. What happened?3. What are the lessons of this experience?
1. What do you see as the key differences between pension fund auditing and management consulting? How good is the fit between the two?
6. Evaluate Dr. Beckett’s website (http://www.mychicodentist.com). What strengths do you think the website has? What improvements would you suggest?
5. Contrast your own dental care experiences with those offered by Dr. Beckett’s practice. What differences do you see? Based on your review of this case, what advice would you give to (a) your
4. What supplementary services are offered? How do they enhance service delivery?
3. How do Dr. Beckett and her staff educate patients about the service they are receiving? What else could they do?
2. Why do people dislike going to the dentist? Do you feel Dr. Beckett has addressed this problem effectively?
1. Which of the seven elements of the services marketing mix are addressed in this case? Give examples of each “P” you identify.
4. What advice would you give to Carol Sullivan-Diaz?
3. From a consumer’s perspective, what useful parallels do you see between operating a car sales and service dealership, and operating health services?
2. Compare the sales and service departments at Auto World.
1. How does marketing cars differ from marketing service for those same vehicles?
Understand what is required for moving a service firm from service loser to service leader.
Know the characteristics of world-class service organizations and be familiar with the four levels of service performance.
Explain how TQM, ISO 9000, Six Sigma, and the Malcolm-Baldrige and EFQM approaches relate to managing and improving service quality and productivity.
Understand how to integrate all the tools to improve the quality and productivity of customer service processes.
Know how productivity improvements impact quality and value.
Recommend the key methods to improve service productivity.
Understand the difference between productivity, efficiency, and effectiveness.
Define and measure service productivity.
Understand return on quality and determine the optimal level of reliability.
Select suitable tools to analyze service problems.
Be familiar with hard measures of service quality and control charts.
Describe key customer feedback collection tools.
Explain the common objectives of effective customer feedback systems.
Differentiate between hard and soft measures of service quality.
Demonstrate how to use the Gaps Model for diagnosing and
Be familiar with the different perspectives of service quality.
Explain the relationships between service quality, productivity, and profitability.
Be familiar with the seven groups of jaycustomers and understand how to manage them effectively.
Know when firms should not offer service guarantees.
Understand how to design effective service guarantees.
Recognize the power of service guarantees.
Be familiar with the guidelines for frontline employees on how to handle complaining customers and recover from a service failure.
Know the principles of effective service recovery systems.
Explain the service recovery paradox.
Understand how customers respond to effective service recovery.
Know what customers expect from the firm when they complain.
Understand why customers complain.
Recognize the actions that customers may take in response to service failures.
Understand the part played by CRM systems in delivering customized services and building loyalty.
Know why loyalty programs and customer relationship management (CRM) systems are important enablers of delivering loyalty strategies.
Understand what factors cause customers to switch to a competitor, and how to reduce such switching.
Appreciate the power of social, customization, and structural bonds in enhancing loyalty.
Understand the role of financial and non-financial loyalty rewards in enhancing customer loyalty.
Know how to deepen the relationship through cross-selling and bundling.
Understand the relationship between customer satisfaction and loyalty.
Use service tiering to manage the customer base and build loyalty.
Appreciate why it is so important for service firms to target the“right” customers.
Know the core strategies of the Wheel of Loyalty that explain how to develop a loyal customer base.
Understand why customers are loyal to a particular service firm.
Calculate the lifetime value (LTV) of a loyal customer.
Recognize the important role customer loyalty plays in driving a service firm’s profitability.
Understand different leadership styles, the importance of role modeling and focusing the entire organization on the frontline.
Explain the qualities of effective leaders in service organizations.

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