Customer Experience from Good to Great

In: Business and Management

Submitted By prateikd
Words 6313
Pages 26
“A PROJECT REPORT ON ROLE OF HR IN TRANSFORMING CUSTOMER EXPERIENCE FROM GOOD TO GREAT”

Submitted by
PRATEIK DAS
10IMBA049
DEPARTMENT
OF BUSINESS
ADMINISTRATION
UTKAL UNIVERSITY
ORISSA.

Declaration

I, PRATEIK DAS hereby declare that the project titled “Role of HR in transforming customer experience from Good to Great” is an original record of work under taken by me for the summer internship project .I have completed the project under the supervision of, Dr Jyotirmayee Choudhury,Faculty Human Resource Department of Business Administration and Sarvana Sampath S Manager Human Resources at Manipal Health Enterprises Bangalore.

Signature:
Place
Date Student Name
Registration no.
Department of Business Administration

ACKNOWLEDGEMENTS

No project can be completed without acknowledging the help and the support of the people who have helped in its successful completion. Their help, support, guidance and patience have been the key drivers for the project.

,I would like to express my gratitude to Mr. Ganesh Selvaraj, GM and Head Human Resource for giving me the opportunity to work as an intern in Manipal Health Enterprises. His words of encouragement have been an catalyst for working better.

I would sincerely like to thank Mr.Saravana Sampath S, Manager Human Resource without whose invaluable efforts, I won’t have been able to complete the project. The start from the very basics and right to the project his discussions, guidance, help, encouragement and patience is inexpressible in terms of words.

I would also thank the Respective Heads of Administration and Customer Relations for giving me the…...

Similar Documents

Good to Great

...Travis-1 Professor Dungan DEVW-143 September 23,2008 “It Is Hard To Make Time out To Study And Learn when you been out Of School so long.” Once you have been out of school for a long time it’s harder to learn and make the time to study. You have to discipline yourself and make time to study and spend time with your family. Unlike when you live at home with your parents, you have more responsibilities and outside influences that prevent you from studying. In most cases studying has to take the back burner. Because I’ve been out of school so long, it feels like I’m starting from scratch. Some of the basic things in education I have forgotten. I’m often looking up words and having my wife read my papers and give me her opinion. This takes up a lot of time because I have to take two steps backwards to get one step forward. My son also makes it hard for me to study. Don’t get me wrong, he comes before school, but school is also my obligation. He’s five years old and demands a lot of my attention. It seems he wants attention while I’m studying. So, I try to wait until after he goes to bed before I start studying. Sometimes in the process of putting him to bed, I fall asleep myself. While I’m at work, during lunch I try to read in my car. I have a co-worker that always likes to interrupt me. I try to give him a hint by saying “I sure do have a lot of homework to do”. But he never gets the clue and before you know it lunch is over.......

Words: 333 - Pages: 2

Customer Experience

...Week 1 Written Assignment – Customer Experience MBA Marketing There are three stages a website visitor goes through which shape the overall experience of that visitor or customer. These three stages are fundamental to the success of an organization, which is why so much time and money is spent on marketing efforts for websites. When an organization takes the time to follow a visitor's experience, that organization is in a better position to make a positive change in the visitor's frame of mind (Interbrand, n.d.). This paper will explore Reebok’s website and how the site addresses the three stages of the consumer’s experience as outlined in the Interbrand article. Visitor’s Frame of Mind When a consumer lands on a website they have a certain frame of mind or initial mindset; this is important to an organization as they create a website to anticipate the consumer’s anticipated needs and interests. Reebok had a feel as though I had landed on their page and I was ready to get active! They have four scrolling pages for their main page, all of which encourage the visitor to get moving in some way or another; one that stood out to me was the one that said, “designed for CrossFitters, by CrossFitters”. This made me feel like I had come to a site that sold a product that I neede d because others that participate in this sport have helped with the design and ensured that the product works. The page shows athletes doing some things which are specific to the sport of fitness...

Words: 654 - Pages: 3

Managing the Customer Experience

...BU1006 Managing the Customer Experience Topics: 1. Heineken Company. 2. Nokia Corporation. HEINEKEN COMPANY The Heineken beer company was founded in 1864 by Gerard Adriaan Heineken, a Netherlander, in Amsterdam. This Dutch brewing company has wide international presence so far through a global network of distributors and breweries . Heineken owns and manages one of the world’s leading portfolios of beer brands and is one of the world’s leading brewers in terms of sales volume and profitability. Recently, Heineken has been considered as the most successful beer brand and is an icon in the beer industry. In a market where local beer always enjoy much favor, Heineken not only occupies the hearts of Europe, but also popular worldwide, becoming the leading brand of beer, and is considered No.1 imported beer in America. Heineken beer is ubiquitous and this company owns 110 factories in over 60 countries, beer production volume up to 109 million annual hectoliter. There are two main beer products of Heineken: long neck bottle and tactile can. All the Heineken products are made in Holland by the traditional recipe from 1873. Thanks to a special enzyme, called Heineken "A-yeast", has brought Heineken beer a unique characteristic flavor. This is also a main different point of Heineken among other beer brands. Heineken approaches customers by quality factor and Heineken always ensure that their products are......

Words: 1285 - Pages: 6

Good to Great

...The objectives after finishing an MBA program. Short term objectives Have the company registered as a professional investor. There is an obstacle that makes us at the moment not competitive in the market in some investments because the conditions to become a professional investor are: a. Have minimum 500.000 euros in equity. b. Minimum 5 year of experience in business and investment. c. Graduate degree from a university or one year experience in banking. It is my firm believe that a MBA degree can help me and my company competitively because with a MBA degree and registered as a professional investor my company will have the chance to participate in investments and therefore enhance the growth opportunities that otherwise might be missed. That may affect both growth and profitability of my company and affect my long term objective. Long term objectives Further develop the company and reach the growth and profitability objectives in order to be able to register the company in the First North stock market. Based on the size of Golden Seafood today, it is my objective that in 5 to 6 years the company will have reached the financial platform to advance to the third level in investments, to make the company a recognizable investor in the Icelandic fishing industry. Having reached that then the company will have all the necessary criteria to be registered on the First North stock market. With that the company will have the opportunity to get experienced investors to be on the......

Words: 412 - Pages: 2

Good to Great

...Good to Great “Why Some Companies Make the Leap... and Others Don’t" Harper Business, 2001, New York, NY. Review BySwarup Bose © www.hrfolks.com All Rights Reserved Table of Contents About the Author……………………………………….3 Thesis…………………………………………………...3 Chapter 1. Good is the Enemy of Great……………...4 Chapter 2.Level 5 Leadership………………………..5 Chapter 3. First Who….Then what…………………..6 Chapter 4. Confront the brutal facts…………………7 Chapter 5. Hedgehog Concept………………………9 Chapter 6. Cultural Discipline……………………….10 Chapter 7. Technological Accelerators…………….11 Chapter 8. The Flywheel And the Doom Loop…….12 Chapter 9. From Good To great To built to Last…..14 Learnings from Good to great……………………….15 Critique…………………………………………………16 . © www.hrfolks.com All Rights Reserved About the Author : Jim Collins is a student and teacher of enduring great companies -- how they grow, how they attain superior performance, and how good companies can become great companies. Having invested over a decade of research into the topic, Jim has co-authored three books, including the classic Built to Last, a fixture on the Business Week bestseller list for s eliminated wasteful luxuries, like executive dining rooms, corporate jets, lavish vacation spots, etc., for the good of the co mpany - to other people, external factors, and good luck. All 11 of the featured companies had this type of leadership, charactmulti-year research projects and works with executives from the private,......

Words: 8483 - Pages: 34

Great Customer Service

...Kohl’s has a couple of brands that they use and merge together in advertising. “Kohl’s, expect great things” and “Great things that make you go Kohl’s”. As an employee of Kohl’s we use what we call “GREAT” every day at the checkout. “GREAT” stands for: Greet, Request Credit, Explain E-mail, Ask Survey, and Thank the Customer. “By delivering a consistent message to our customers in a way that is unique to the individual associate, we take what would be a typical transaction and turn it into an interaction. In doing so, we deliver a consistently GREAT experience to every customer, every time, in every store.” (Kohl’s Associate handbook, 2013). Kohl’s uses the word great in almost everything they do, whether it’s in advertising, customer service or their employees. By using the word great in all their advertising, when you hear the word great you think Kohl’s, and that is where they came up with “Great things that make you go Kohl’s.” As a shopper and an employee of Kohl’s, I love the idea of GREAT. When I want to go shopping I go shopping where I am going to be getting great customer service at great prices and Kohl’s offers just that. I also think that Kohl’s does a good job in advertising “expect great things”. Whenever I or someone I know thinks of Kohl’s we always think “expect great things” and or “…that make you go Kohl’s”, just by them using the word great repeatedly and having their employees use it too....

Words: 255 - Pages: 2

Managing the Customer Experiences

...BU1006 Managing the Customer Experience HEINEKEN COMPANY The Heineken beer company was founded in 1864 by Gerard Adriaan Heineken, a Netherlander, in Amsterdam. This Dutch brewing company has wide international presence so far through a global network of distributors and breweries . Heineken owns and manages one of the world’s leading portfolios of beer brands and is one of the world’s leading brewers in terms of sales volume and profitability. Recently, Heineken has been considered as the most successful beer brand and is an icon in the beer industry. In a market where local beer always enjoy much favor, Heineken not only occupies the hearts of Europe, but also popular worldwide, becoming the leading brand of beer, and is considered No.1 imported beer in America. Heineken beer is ubiquitous and this company owns 110 factories in over 60 countries, beer production volume up to 109 million annual hectoliter. There are two main beer products of Heineken: long neck bottle and tactile can. All the Heineken products are made in Holland by the traditional recipe from 1873. Thanks to a special enzyme, called Heineken "A-yeast", has brought Heineken beer a unique characteristic flavor. This is also a main different point of Heineken among other beer brands. Heineken approaches customers by quality factor and Heineken always ensure that their products are processed in the most standard conditions. The slogan of Heineken......

Words: 1278 - Pages: 6

The Good and the Great

...Good to Great Book Analysis By Zain Muzammil Jim Collins “Good to Great” sold 3 million copies and became one of the top sellers in its genre. In the book, Collins takes up a daunting challenge in the book: identifying and evaluating the factors and variables that allow a small fraction of companies to make the transition from merely good to truly great. The extensive research conducted by Jim Collins and his team of analysts provides extravagant turnarounds of a few successful companies that were able to turn themselves from merely great to the greatest in the industry. Jim Collins believe that a great companies are always accompanied by “Great Leaders”, and he states them as Level 5 leadership. Great leaders cannot be selfish nor can they let their egoistic nature- from the position- to with-held the success of the company. Rather Jim narrates that they should be humble and modest. Ken Iverson, who lead Nucor’s transformation from bankruptcy to being one of the most successful companies in the world, was reported as being one of the most humble and modest CEO by board member Jim Hlavacek. Another key factor that Collins underscores as a part of Good to Great is the nature of the leadership team. He coins it as “First who and then what”. It is very important for a company to illustrate and reflect on the kind of leadership that a company has. If you have all the right people on the bus who willing to accomplish the unthinkable only then can a......

Words: 737 - Pages: 3

Customer Experience

...Topic: Perfomance Management (Human Resource Mgt) Order code: 81208333 Time remaining: 1 days 5 hours 41 minutes Pages: 4, Double spaced Sources: 3 Order type: Essay Subject: Business Academic level: Master Style: APA Language: English (U.S.) Order Description Assignment 3: Performance Management Imagine that you are the HR manager for a retail store. Your store sells clothing, shoes, handbags, linens, etc. The company recently had its worst quarter, and you want to improve employee performance through sales of the merchandise and through offering excellent customer service. The employees are less motivated, due to the recent negative media attention the company has been getting about its earnings. You want to implement a new performance management system, modify the employees’ current behavior, and link compensation directly to performance. Write a four (4) paper in which you: 1. Create a job description for a retail sales associate. Create an organizational behavior modification (OBM) plan to define a set of three key behaviors that are necessary for a retail sales associate job performance. 2. Determine two (2) ways that an HR manager would measure whether prospective employees exhibit the key job performance behaviors. Propose two (2) methods that an HR manager can use to inform employees of the new performance standards. 3. As the HR manager, create a plan with two (2) methods of providing feedback to employees. Include the......

Words: 349 - Pages: 2

Good to Great

..."Good is the enemy of great” is the first sentence in Jim Collins book; Good to Great, Why Some Companies Make the Leap…and Other Don’t. Jim Collins says, because good is the enemy of great, is one of the key reasons why we have so little that becomes great. This book is packed with leading edge thinking, understandable examples, and data to support the conclusions. It is a challenge for CEOs, entrepreneurs and leaders to show evidence of the discipline required to shift their companies from Good to Great. Jim Collins and his research team of 20 compared and contrasted how many companies made the leap to greatness and how other companies didn’t. Based on bundles of evidence and a large quantity of data, he and his team uncovered how the good to great companies like Abbott, Circuit City, Fannie Mae, Gillette, Kimberly-Clark, Kroger, Nucor, Philip Morris, Pitney Bowes, Walgreens, and Wells Fargo maintained great results and accomplished enduring greatness, evolving into companies that were undeniably “Built to Last”. It’s strange that the research performed showed an opposition of what we had always thought, “People are our most important asset”. Instead the researched showed that the right people are the better people, in other words “First get the right people on the bus and the wrong people off the bus” and then later decide on when and where to drive the bus. Collins plans out three stages, each with two key concepts. These six concepts are the heart of Good to......

Words: 948 - Pages: 4

Customer Experience and Customer Engagement

...Customer experience and customer engagement Customer experience is replacing quality as the most important element in marketing. (Klaus & Maklan, 2013) Great customer experience will encourage customer engagement, which can be understood as a customer’s cognitive, emotional and behavioral interaction with a brand (Hollebeek, 2011). The high customer engagement is directly related to high customer satisfaction, strong customer loyalty and increased word-of-mouth behavior, which all in turn maintain companies’ sustainable competitive advantage and allow they charging higher prices and profit margins than competitors. As said Investment Weekly News (2012) quoted that consumers will pay for the extraordinary customer experience. This reflection focuses on making outstanding customer experience and its relation to customer engagement. In the electronics industry, retailers purposely determine and deliver extraordinary customer experiences that are profitable and hard to duplicate, prospering despite economic downturns and competitive threats. Apple is a master in making great customer experience. As Miller (2012) stated, the superior customer service that Apple deliver has enable the company to grow rapidly while commanding higher prices than its competitors and earning the best profit margins in the consumer-electronics industry. Liyakasa (2012) also pointed out that Apple is in the top of customer brand loyalty ranking. The key strategies that Apple sustains its high......

Words: 1017 - Pages: 5

Good to Great

...GOOD TO GREAT - Good to Great is a fantastic book via the compilation of 15,000 hours of hard work. With the support of a 21 person research team, top graduate students at the University of Colorado, and Executive interviews and follow-ups, these contribution made it possible to bring author, Jim Collin’s, book to life. Throughout these nine chapters, Jim Collin and his teams capture different methodology from a phasing approach such as (The Search, Compared to What, Inside the Black Box,, Chaos to Concept) to such concepts as the Flywheel and the Doom Loop. It’s was through my understanding that I discovered, what I believed, what takes companies from good to great and why are we compelled to try to create that greatness. . As reflected in Chapter 1, the “great” companies of today often endure years of an overwhelming shadow before their great results compel the world to look at them. It is with this perception that often leads many to perceive them as just another company. These leaps into greatness were not a result of massive company upheavals such as a New CEO with new and radical changes. In fact, the mark of a great company comes from result from change that occurs overtime due to the amount of effort, not just to the instant gratification of overnight results with a concept Collins refers to as, 'pushing against the flywheel'. After 5 five-years evaluating of 11 companies, Collin’s was able to distinguish what accounts for the sudden and sustained rise......

Words: 1138 - Pages: 5

Good to Great

...Good to Great: Why some companies make the leap... And others don’t? Good to Great, published in March 2001 , is actually a narrative presentation of the quest of Jim Collins and his team as they conducted a research study regarding company performance which rooted from a single question: Can a good company become a great company and, if so, how? This seed of question was planted in the mind of Collins when confronted by Bill Meehan that his book “Built to Last”, which was about “how you take a company with great results and turn it into an enduring great company of iconic stature”, is considered useless in the world of business. As pointed out by Meehan, the companies written in Built to Last “never had to turn themselves from good companies into great companies” as they were always great. Challenged, Jim Collins started the five-year research of how a good company can become great. The study of Collins turned out into another breakthrough as it was systematically planned and well-structured; from six long months of search and analyzing financial reports of hundreds or even thousands of companies, identifying which companies made the leap from good results to great results and sustained those results for at least fifteen years and still taking into account their independence to the industry performance in which they belong, presenting and debating ,debating and debating until they’ve found eleven good-to-great companies to further study. The research, backed up......

Words: 1330 - Pages: 6

Good to Great

...established as one of the most influential management consultants, further established his credibility with the wildly popular Good to Great: Why Some Companies Make the Leap...and Others Don’t, originally published in 2001. The book went on to be one of the bestsellers in the genre, and it is now widely regarded as a modern classic of management theory. Collins takes up a daunting challenge in the book: identifying and evaluating the factors and variables that allow a small fraction of companies to make the transition from merely good to truly great. ‘Great,’ an admittedly subjective term, is operationally defined according to a number of metrics, including, specifically, financial performance that exceeded the market average by several orders of magnitude over a sustained period of time. Using these criteria, Collins and his research team exhaustively catalogued the business literature, identifying a handful of companies that fulfilled their predetermined criteria for greatness. Then, the defining characteristics that differentiated these ‘great’ firms from their competitors were quantified and analyzed. The resulting data are presented in Good to Great in compelling detail. Over the course of 9 chapters, Collins addresses a number of management, personnel, and operational practices, behaviors, and attitudes that are both conducive and antithetical to the good-to-great transition. One overarching theme that links together virtually all of Collins’ arguments is the need to......

Words: 2117 - Pages: 9

Good to Great

...Good to Great Humility +Will=Level By Jim Collins “How on earth did a company with such a long history of being nothing special transform itself into an enterprise that outperformed some of the best led organizations in the world”? Like every other humankind I want to become a better person and not only that but I wanted to be well known and transform myself from good to great. In addition to my dream of thought to become a better leader I found this article to be extremely interesting. Jim Collins has done a wonderful job identifying what it makes for a company to go from good to great. He highlights the very important factors on how to go from good to great. Well, I am sure I learned something from this article on how anyone with enthusiasm can transform a good company to a great company. That is by well managed planning and decisions. However, only few of companies makes it to “Great” To go from good to great is not easy, but if with passion one can find out the core factors which lead to a good company. The model Collins used is to search for the companies that performed at or below the general stock market for at least 15 years, than at a transition point began to pull away from the competition. That sustained returns of at least 3 times the general market for the next 15 years. Collins with a list of 1,435 companies and found eleven that met his criteria. These 11 companies produced, on average, a return of 6.9 times the general stock market during the 15 years......

Words: 693 - Pages: 3