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SQA-HND-客户服务-OUTCOME1《客户关系文化构建》英文案例中文提示Alice Hendry最近受聘成为高山酒店集团的总经理。
这是她首次受聘成为这个层次的管理者，她非常渴望能成功地做好自己的工作。
她意识到她的任务将是非常艰巨的。
但她自信：凭着从以前数次的类似经历中所获得的经验，她能迅速调动她得员工，把他们整合成一支忠于所做工作的统一团队。
酒店集团的董事会要求她提交一份报告，就她将怎样在传统的春秋淡季提升经营业绩做出详细说明。
该酒店集团有一系列的独特资源：它有150间客房，两个餐馆，两个酒吧和一个夜总会。
除此之外，它还有一个健身中心和一个游泳馆。
集团还经营有自己的运动品商店，在冬季提供滑雪用品的租售和滑雪培训课程，在夏季提供山地自行车运动设备的租售和导游。
集团还经营有高山缆车。
缆车除了冬季供滑雪者上山使用夏季供山地自行车运动者使用外，平时也向风景观光者开放。
酒店在冬夏两季的顾客通常是年轻运动爱好者。
尽管如此，Alice意识到酒店以前也尝试过吸引其他类型的顾客，尤其是在滑雪和山地自行车运动冷淡的春秋两季。
很明显，酒店以前的这种努力没有获得任何成功，虽然酒店的设备能毫无疑问的能满足更多成年顾客的需求。
Alice已经对酒店以前的这种经营失败做了一些调查，她不无担心地发现：酒店以前努力在淡季吸引更多中年顾客方面获得了一些成功，但是顾客的回头率太低，不能留住顾客。
在Alice到任第一个月末她召集了酒店集团的所有中高层管理会议。
会议讨论她对本年度淡季提高经营业绩的计划。
她建议：集团需要开展一系列拓展市场的行动来吸引更多中老年顾客；集团的员工对工作要采取更灵活的办法。
例如：有些人更喜欢比较安静的郊外散步，而不是剧烈的滑雪和山地车。
集团的健身中心为了吸引这类顾客可以相应的开展这类安静的运动项目；运动品商店可以为不具有强烈冒险精神的顾客或者在天气不好的时候提供低谷徒步团体游；Alice还觉得春季观鸟游在这里很有市场，因为她注意只要知道观察的地点，高山酒店集团所处的区域有很多罕见的夏季候鸟出现；夜总会很容易在淡季改造成舞厅，用作排排舞等健身舞活动（吸引中老年顾客），而不是仅仅局限在受年轻人喜欢的劲爆舞。
HND市场学导论outcome1Marketing: An IntroductionADMINISTRATORContentsIntroductionThis report is writes for the Trusty-Land Food Company. The report consists of 5 point that includes the marketing environment segmentation and targeting, the market research and information and marketing conception. Making a final and review summary in the end.FindingsMarketing conceptPay attention to market researchThe organization researches the local environment that can help company to make market segmentation. Finally, the organization can meet customer’s demand.Corporate ProfitThe organization uses advanced technology or policy to improve the product in market. The organization enhances the market shares that will increase corporate profit.Pay attention to the marketing planThe organization pays attention to the customer’s demand competitions plan and own enterprise conditions. The marketing plan can ensure customer growth and growth enter company’s profit.Marketing Orientation and Customer Relationship ManagementThe organization is gives priority to the customer’s demand. The organization communicate and cooperate with customers that can help organization to take long-term benefits with customers.After ServiceThe organization reasonable to meets customer’s requirements. The organization mast timely and effective to deal with customer’s problem. Eventually the organization make customer satisfaction.The marketing environmentMicroenvironment: The Company met the specific conditions in the business environment and explores the relevance economic reasoning to managerial decision-making. The ‘Trusty-Land Food’ formed a sales to large grocery chains. The large grocery chains includes Seven Eleven. But Seven Eleven wanted supplies under their name on Trusty-Land Food’s products, so the Seven Eleven become a competition. It affects the reputation of our products, costumer always pay great attention to packing. Trusty-Land–Food’s logo represent a big part and Seven Ele ven’s logo represent a small part.In 2009, the “HealthMeat” is imperative for companies to increase their focus on retaining existing customers and attracting new ones. Bring the benefits to company from new ones. The companies adhere to innovation. Wide range of goods will attract more customers that can move the company forward. Macroenvironment: The bird flu and the mad cow scare appeared in 2005 and 2006 that decreased the customer’s demand. The bird flu and the mad cow scare appeared that made the company lose great profits. Security checks in thesupplier have become stricter to help the bird flu and mad cow scare disappeared. The mass media should be propagandas food Trusty-Land Food Company’s products safety that can maintains sales.The new dietary guidelines had been proposed by government is reduce consumption by red meat and processed meat. The new dietary guidelines effect the company’s red meat and processed meat’s sales. Responding to government’s policy, the company reduce products of the red meat and processed meat and production more products of write meat. Responding the government’s policy can make the product sales to rise.Types of Marketing EnvironmentAccording to Philip Kotler in his book Principles of Marketing (4th European Edition), the marketing environment consists of all the actors and forces that affect the marketing management’s ability to develop and maintain successful relationships with its target customers. According to Gary Armstrong & Philip Kotler, Marketing: An introduction (10th Edition), a public indicates any group that has an actual or potential interest in or impact on an organization’s ability to achieve its objectives.Marketing Research&Information:Find out enterprise’s problems and mistakesIt can help enterpri se to finds out enterprise’s problems and mistakes and then it can help enterprise to deal with problems and mistakes. It benefit the further development of the enterprise.Market SegmentationMarket segmentation can help the enterprise to makes market segmentation.The enterprise uses market segmentation to finds customers that can help enterprise to improve the product sales.Opponents of informationThe enterprise mast grasps the opponents of information to keeping the advantage of the enterprises in the competition. It beneficial to company development.Marketing planThe marketing research brings the information. The information helps enterprise to makes next marketing plan.Market research and information Introduction“The function linking the consumer, customer and public to the marketer through information that is used to identify and define marketing opportunities and problems, to generate, refine and evaluate marketing actions, to monitor marketing performance, and to improve understanding of the marketing process”Quantitative&Qualitative Research Qualitative ResearchIn-depth interviewsThe Trusty-Land Food Company looks for three people to in-depth interviews.The three men is consumer representative and representative of major ad agencies and market development manager. The company in order to improve the sales of the company’s products that can attract more customers. Consumer representatives put forward opinions and suggestions on the quality of our meet’s products, to meet the majority of consumer preferences to make changes. Now advertising is very important to strengthen the use of the media to advertise. The representative of major ad agencies proposals combined with the company's characteristics and corporate culture. Recommendations includes the methods of packaging products and mass media. The success of the product packaging and advertising can attract more customers. The market development manager hear consumer representatives and representative of major ad agencies’ recommendations that can improvements products. Such as advertising companies to listen to consumers representative of the appearance of the product preferences and consumers gets information through what kinds of the media, Advertising Company to understand the corporate culture and characteristics through the market development manager. Three people to discusses and ultimately achieve the best packing effect and publicity of company’s products.Quantitative researchFace-to-Face surveys:The Investigation team to nearby food market in a number of neighborhoods face to face surveys before the lunch time and dinner time. The investigation team to conduct research on people who buy food, because most people cooks for family should buy food. Investigation team to understand people usually buy food to eat what kind of meat, raw food or cooked food which some more, people buy food for the food safety requirements, etc. Giving small gifts when the customers answered the question after. Small gifts may be the company's new tasting product. Through investigation, improvement of products that canincrease sales.Segmentation & targetingResearch informationThe enterprises to understand the details of their own problem, such as the competitiveness of an enterprise; band effect; fiscal reserves.Knowing the market. Trusty-Land Food Company to understand that consumer’s consumption habit and hobby. The company respect the religious beliefs and customs, many people know that not eating pork is one of eating habits of the Muslim.Market segmentationThe company chooses religion from demographic segmentation to make market segmentation. The market is dividing a market into distinct groups of buyers with different needs, characteristics or behaviors, who might require separate products or marketing mixes and company evaluates each market segments. Philip Kotler also describes market targeting as “evaluating each market segments segment’s attractiveness and selecting one or more of the market segment’s attractiveness and selecting one or more of the market segments to enter.”The company chooses Catholic, Protestant, Jewish, Islamic from religion to do market segmentationMoslem do not eat pork .Using differentiated marketing in Moslem market, such as the company mast prints Islamic identity on food’s packaging. According to Muslim tastes to make improvements from the company's products.Benefits of Market S&TThrough making Market S&T and making continuous improvements, customer satisfaction scores and courtesy, along with market share, are on the rise. Our customers get hooked on the good product and setting up the good enterprise image, they will buy and become more loyal to our brand.ConclusionFinally, I recommend that companies adhere to market research and innovation that can make the company's product sales rise. I hope that the company develop better and better.ReferenceWang Huihong, WANG Jing, 2013, SQA Unit Student Guide on Marketing: An Introduction, China Modern Economic Publishing House. Kotler Philip, Wong Veronica, Saunders John, Armstrong Gary, 2005, Principles of Marketing 4th European Edition, Prentice Hall.6。
The report of marketing about Trusty-Land FoodCandidate Name:Candidate Class:Candidate SCN:World count:Table of contentsIntroduction: (3)Findings: (3)Product: (3)Price (4)Promotion (5)Place (6)Services Marketing (7)People (7)Processes (7)Physical Evidence (7)Change of marketing environment (8)Conclusion: (8)Reference: (8)Introduction:This report uses Service Marketing Mix to analysis of the Trusty-Land Food Company. Service Marketing Mix is composes of 7 Ps. I uses product, price, promotion, place to analyze the Trusty-Land Food Company. I uses people, process, and physical evidence to analyze the barber shop. Assuming Trusty-Land Food Company’s marketing environment be change.Findings:Product:Product can be offered to a market for attention, acquisition and use or consumption that might satisfy a want or need. The product includes physical objects, services, persons, places, organizations and ideas.The Trusty-Land Food Company’s products is ta ngible product. The channels of tangible product.Three different levels of product, the three levels includes core product tangible product. Meet is the core product of Trusty-Land Food Company. Meet provides protein to person and meet also improve quality of life.Product lineProducts are closely related and they function in a similar manager so the product needs a product line. Product line is benefit for sold to the same types of outlet or fall within given price ranges. Trusty-Land Food Company can take the red meet and white meet divided into two kinds of production line. The two kinds of production line can improve the production efficiency.Trusty-Land Company’s product line from less to more. The product become more the reasons includes the enterprise competiveness and to attract more customer and increase sales.Product MixProduct mix is the total sum of all the products and variants offered by an organization. The production line’s width is two, because the product lines products two kinds of meets. The meets include white meet and red meet.Product life cycle“Kitty Doggy” product life cycle“Kitty Doggy” in the growth period. During this period, this brand of pet food is increase sales, launch new products and opponents appear. I sug gests that “Kitty Doggy” keep pet food quality and “K itty Doggy” mast focuses on the opponent to find ways to increases market share.PriceThe smart pricing is amount of many charged a product or service or sum of the values that consumers exchange for the benefits of having or using the product or service.The advantage of smart pricing is ensure sales but inaccurate pricing to harm the company such as underpriced close not back to the cost so the Trusty-Land Food Company mast take the smart pricing in product.Governmentpolicy, Organization objective, Channels of Distribution, Cost, and Weather is factors that affect pricing.Government policy: Government policy affects the pricing. Government’s new dietary guidelines is recommend people to eat white meat so red meat sales will be decline and white meat sales rise. Trusty-Land Food Company in order to maintain sales of red meat so red meat be suitable reduced price. Red meat sales rise so red meat be take a appropriate price.Cost:Trusty-Land Food Company has a lot of distributors throughout the country. Meat products need fresh so meat in the process of transportation need keep fresh that increase the cost. The company in order to profit so meet rise in price.General Pricing ApproachPenetration Pricing: Trusty-Land Food company’s “Kitty Doggy’’ in the growth period so penetration pricing for pet food can attracts more customer that can increase sales. Penetration pricing can help “Kitty Doggy’’gain more market share and to promote “Kitty Doggy’’Competitive pricing: Trusty-Land Food Company focuses of the opponents that can help Trusty-land upon them opponents. Trusty-Land Company focuses on opponents that can help company win the price war and keep Trusty-Land Food Company’s dominancePromotionPromotion is kinds of a activities. Promotes product or service and its merits to target customers and persuade them to buy.The main promotional tools available to market have five types that is advertisingsales promotion, public relations, personal selling and direct marketing.AdvertisingAdvertising can highlight the product features and improve visibility. Trusty-land Food company through newspaper and street poster to attention customer to know company’s name. Trusty-Land Food Company through TV commercials to position the company. This tuned is success, TV commercial bring sales revue increased by 34% that can expand market share.Direct Marketing: Trusty-Land Food Company has its own retail groups so Trusty-Land Food Company can reduce the middleman. The middleman is getting less the company make a good price and good supplier for company’s customers that can help company improve market share.Personal Selling：Trusty-Land Food Company has a sales team the sales team to persuade customer to purchases and stock company’s product. Personal selling can improve product and increase customer purchases and contacts. Sales team can help company improve the product sales.Identification of target audience, Legal political factor. Technology factor and budget setting this four types influence the setting of the promotional mix.Identification of target audience：Customers has different demand and tastes differ with people so Trusty-Land Food Company mast identification of target audience to promotes differed products. The “Health Meat” is a good example “Health Meat” lies in their convenience and fast time. “Health Meat” suitable for fast rhythm of life that can increase salesBudget Setting: The amount of the budget effect promotion. If the Trough-Land Food have more bridge the advertising coverage is broad. The appropriate budget setting to improves the company reputation.PlacePlaces means all the company activities that make the product or services available to target customers.Tangible product’s place is distribution partner. Intangible product’s place is enterprise located or provides the service place.Wholesalers: Trusty-Land Food Company’s Products were sold to regional grocery chains and national and regional gory, wholesalers that is Wholesalers.Retailers: Seven Eleven is a retailer, Seven Eleven sales food-branded of Trusty-Land food Company. Large grocery stores and supermarkets purchase from Trusty-Land Food Company and that grocery market meat products under Trusty-Land Food Company’s Logo.The benefits of distributors to Trusty-Land Food Company Distributors for the company to reduce inventory and accelerate product circulation speed. Distribution business enterprise to increase visibility and to increase market share. Distributors to help business increase sales reduce the pressure distribution, increase profits bring convenience to clientsBuying behavior, Budget Product itself and Organizational Objective are affect choose marketers.Organizational Objective: Trusty-Land Food take “Kitty Doggy” become the leader brand. Intensive distribution consider revising the market share so organizational objective good for distributors.Buying behavior: Marketers to adopt to the consumer habits. Marketers cooperate with supermarkets or markets and impossible and book stores and flower of cooperationServices MarketingA service is any act or performance that one party can offer to anther that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product. Characteristics of services is variability, perishability, inseparability and intangibility.Barbershop is three more than Trusty-Land Food Company. The three types is people, processes and physical evidence.PeoplePeople: People at services marketing is service provider. For example, people in the barber shop’s hairdresser and cashier. H airdresser giving a haircut to customer and wash hair, cashier responsible for the money. The hairdressers and cashier given the customer’s service is in tangibility and inseparability. H airdresser and cashiershould have better attitude and high service qualityProcessesProcesses: Process involves looking at the quality controls that need to be in place to ensure consistency of service.Customers into the barber shop. Barber to customers shampoo, haircut, and the barber to meet customer requirements, shampoo, cashier money, and finally the customer away. Process services emphasize consistency and effectiveness of the service.Different customers in the same service get the same level of service is uniform. Within a period of time to complete the service.Physical EvidencePhysical Evidence: Physical evidence is the “tangible” part of the service. Barbershop’s wardrobe and shampoo are all belong to the physical evidence. Physical evidence to help hairdressers to complete the service. Physical evidence also help customers evaluate service. If the customer is not satisfied with the physical evidence. Good physical evidence to make customer satisfaction increases.Change of marketing environmentSuppose company supplies meat to a city, but the city's Muslim believer’s population increases. The company can uses 4P’s product so company p rinted on product packaging halal logo and Muslim followers of the urban population accounted for the ratio becomes large. So the company provides a small amount of pork to the city and the company offers other types of meat to the city, to meet the needs of Muslim believers.Suppose an increase in the elderly population in the community. The company can use 4P’s price from company to resolve. Because elderly people are concerned about the price. The company and retailers cooperate elderly to buy meat the retailers gave elderly seven fold. Improve the company reputation and boost sales.Suppose the emergence of bird flu in society. The company uses 4P’s product. The company mast pay attention to product quality and the company to do a good job of inspection and quarantine. Using the media to promote our products are safe and maintain our company's sales.Conclusion:The Trusty-Land Food Company encountered different changes in environment in the development process. I hope my countermeasures can help Trusty-Land Food Company. Finally wish Trusty-Land Food Company gets long-term development.Reference:Wang Huihong, WANG Jing, 2013, SQA Unit Student Guide on Marketing: An Introduction, China Modern Economic Publishing House.Kotler Philip, Wong Veronica, Saunders John, Armstrong Gary, 2005, Principles of Marketing 4th European Edition, Prentice Hall.。
HND财政预算报告outcome2IntroductionTricol plc a company who makes a range of furniture and kitchenware. And one of its most popular products is the ‘Zupper’expandable table.The purpose of writing this report is to do the variance analysis, project evaluation and to compare the budget and actual data by using the technique.FindingsPart APossible Reason for Variances1. MaterialDirect Material – Total - ￡2,400 F made up:Direct Material Usage –￡20000 F(Level of significance –usage/total budgeted Material costs = 8,000/64,000 = 12.5% > 3%, should be reviewed)2000 kg less materials are used than budgeted for the actual level of production. Possible reason may be using the higher-grade material with less wastage. Or the new machinery use lessmaterials and incurs less wstage.Direct Material Price –￡5,600 A(5,600/64,000=8.75% >3%)It is ￡1 per kg more expensive than plannedPossible reason:New material supplier does not give discounts for materials.Hither-grade materials have been used which is more expensive.2. LabourDirect Labour Total - ￡6,400ADirect Labour Rate –￡3,520A(3,520/28,800=12.2%>3%)On average, the actual labour rate is ￡1/hour higher than budgetedPossible reason:The wage settlement is higher than expectedThe new machine requires trainings so that overtime required more than expected.Direct labour Efficiency - ￡2000 A>3%)4.16%Actually, more than 200 labour hours have been used than budgeted. Possible reason:New machinery requires more hours for training..Human resource issues – the skilled operatives is not enough.3．Total Overhead - ￡600 FRate is 4.70%Unpredicted increase in insurance and Administration costsPossible reason:New machinery brings more expensive insurance, higher maintenance and additional administrative costs.Part B1. Key assumptions made:a)There is no taxation and inflation.b)Assumed that there is no vary given return market rate.c)The total cost of the project will be payable at the startd)The expected revenue from the investment – this is the expected Net CashFlow after deduction of all relevant costs2. PaybackPayback in this case is 4.125 years (total investment-return period is five years). So the company can get back the investment.The Net Present Value is ￡- 64，800. It indicates that the project does not appear to be financially viable.ConclusionPart BThis project is available because the payback is 4.125years.But the Net Present Value (NPV) is negative. So the project is not available. However, we should use the conclusion of the Net Present Value because the Net Present Value (NPV) considered the time value of money. RecommendationsPart ARecommendations for management action:1.All the variances should be analysis because all of them are above 3%, thelevel of significance.2.Particularly, the direct labour variances need further investigation – why isthe company paying a higher wage rate but the labour productivity is lower than planned.Part B1.To consider the effect of the new facilities on company’s own staff –interms of employment and redeployment opportunities.2.To consider any changes in any other areas, like social, political, economic,legal and technological factors.3.Whether it is possible for the company to raise the sufficient funds –toconsider if the current cash flow position can support such an investment.AppendixPart A1.Table 1 Tricol plc Flexed Budget for JuneTricol plc Flexed Budget For JuneFixed Budget 2,000 units Flexed Budget1,600 unitsActual1,600 unitsVariance￡￡￡￡A/FDirect Material 10*4*2,000=80,000 10*4*1,600=64,00061,600 2,400 FDirect Labor 2*9*2,000=36,000 2*9*1,600=28,80035,200 6,400 AVariable Production Overheads 2*2,000=4,0002*1,600=3,2003,200 0Insurance costs 2,200 2,200 2,400 200 A Depreciation 1,500 1,500 1,500 0Rent and Rates 2,500 2,500 2,500 0 AdministrationOverheads2,000 2,000 2,200 200 AFixed Overheads 8,200 8,200 8,600 400 A Total 128,200 104,200 108,600 4,400 A2.Further Variance AnalysisThe calculation of the variancesa)Direct material total :(Budgeted Quantity*Budgeted Price) – (Actual Quantity*Actual Price)=(4kg*1,600*￡10per kg) - (5,600kg*￡11 per kg)=￡64,000-￡61,600=￡2,400 Fb)Direct material usage :Budgeted price* (Budgeted Quantity – Actual Quantity)=￡10per kg * (4kg * 1,600-5,600kg)= ￡8,000 Fc)Direct material price :Actual Quantity* (Budgeted price –Actual price)=5,600kg*(￡10 per kg -￡11 per kg)=￡5,600Ad)Direct labor total :Budgeted Hours*Budgeted Rate – Actual hours*Actual Rate=(2hours*1600*￡9)- ￡35200=￡6,400Ae)Direct labor rate :Actual Hours*(Budgeted Rate – Actual Rate)=3,520hours*(￡9-￡10)= ￡3,520Af)Direct labor efficiency :Budgeted Rate*(Budgeted Hours – Actual Hours)=￡9-(2hours*1600-3520hours)= ￡2,880Ag)Total overhead :(Budget Variable Overhead + Budget Fixed Overhead) - (Actual Variable Overhead + Actual Fixed Overhead) = (£4000 + £8200) - (£3200 + £8600) = £400 FPart B1. Payback period methodYear Yearly netcash flow￡Cumulative cash flow￡0 (1,000,000) (1,000,000)1 160,000 (840,000)2 160,000 (680,000)3 320,000 (360,000)4 320,000 (40,000)5 320,000 280,000Net cash benefits 280,000 280,000 Payback = 4 + 40,000/320,000= 4.125 years2. Discount cash flow technique(net present value) Calculation of Net Present Value（NPV）at 10%Year Annualcash flow Present valuefactors at10%Present Value￡￡￡0 (1000,000) 1.000 (1,000,000)1 160,000 0.909 145,4402 160,000 0.826 132,1603 320,000 0.751 240,3204 320,000 0.683 218,5605 320,000 0.621 198,720 935,200 Net PresentValue （NPV）(64,800)。
Creating a culture of customer careH1F0 34Outcome1--2Agricultural BankI. IntroductionII. Internal and external customer needsInternal customerExternal customerIII. Customer relationship buildingIV. Customer services trainingVI. The key factors of after careVII. Introduction and evaluation of customer care strategy1. Knowledge of the product and customer’s characteristics2. Contact the service product and customer:3. With the product update service:VIII. Customer satisfaction and loyaltyIX. Introduction and evaluation of customer care standard X. ProposeAppendix:Appendix (1)Appendix (2)Appendix (3)Appendix (4)Appendix (5)Ⅰ、IntroductionAgricultural Bank of China is the state's five major banks, 2009 implementation of stock system reform, To become the five largest bank in the last listed banks.This article aims to analyze the Agricultural Bank of China Customer Service. The analysis includes: customer relationship building, customer service training, customer feedback qualitative and quantitative analysis, introduction and evaluation of internal and external customer needs, after-sales service, customer service strategy, customer satisfaction and loyalty, and customer service standards Introduction and evaluation. Finally, by the above, the company's customer service rationalization proposals.Three suggestion will be shown in the conclusion.Ⅱ、Internal and external customer needsInternal customer: It refers to internal acceptance of the enterprises of other individuals or units of services to individuals and departments.Internal staff of the Agricultural Bank of China Bank of Agricultural Bank of China's internal customers, they can enjoy the internal business and promotions, Agricultural bank of China arrangements for staff welfare policy.(See Appendix one)External customer: It refers to the purchase of the products or services providedin the enterprise external to the individual or institution.Agricultural Bank of China's external customers is usually to ABC for a variety ofbusiness customers, they enjoy the treatment and services are the same.(See Appendix two)Internal Customer Need:Reward：Agricultural bank of China salary level is based on the performance ofthe employee performance to determine, at the same time according to different company status, salary level is also different.The nature of supervision：Agricultural bank of China in the management is divided into four classes, respectively E, D, M, P.Quality of working life：Agricultural Bank of China employees are state workers, enjoy the formal wages, living by state subsidies and welfare. In the quality of work is on the hierarchy.External Customer Need：A Faster Speed Of Service：Agricultural bank of China's on-call service: is a bank launched can help customers anywhere at any time with any communication means, can and bank exchange of information system, and the traditional telephone banking is different, the call center service is two-way, interactive, customers can not only simple business consultation and query, but also can such as transfer, report the loss of STH, foreign exchange trading and substantial bank business, able to offer our customers convenient for banking services.Less break service commitment：Agricultural Bank of China is the country with the services of banks, credit degree is high, the high quality of service, for customers commitment will be adhered to, respect the rights of clients andintention, is the Agricultural Bank of China services.More product information：Agricultural Bank of China to provide customers with a perfect information system, whenever a customer has a need to understand the product information, will have the relevant customer service staffto provide customer solutions, providing detailed information service.III、Customer Relationship BuildingCRM theory: Is a customer-centric business strategy, regroup redesign of business processes and workflow information technology as a means to improve the customer service and in-depth customer analysis to meet customer need to improve customer satisfaction and loyalty, thereby ensuring customer lifetime value and corporate profits "win-win" strategy to achieve.According to the theory, including the benefits of customer relationship marketing;maintain growth in revenue, the sales meters if bone branding and more stable sales team with a low cost.Establish a strategic alliance to address the commercial channel conflict; build and improve online marketing channels; control channels, enhance the game for new channels.（Baidu，2012）Agricultural Bank of China marketing product is various fund management products, stock and insurance business, take the marketing means is thecooperation of the company to do marketing, and the Agricultural Bank has agood credit reputation.National security, it is also an important factor in the success of bank marketing.FMP：Bond and cross sales、Club member-ship programs、Society bond、Customer & Company、Customer & Customer、Database marketing、Structural bond.Finance bond：Agricultural specialty products is the Agricultural Bank of China, the unique financial services.For example, urbanization of rural credit, rural infrastructure constructionloans and so on the characteristic product, is the Agricultural Bank of China for 3 farmingpolicy puts forward financial preferential policies.Agricultural Bank of China and the major insurance companies launched a bank counter for personal insurance, insurance and payment services, which is the Agricultural Bank and insurance company business bundled sales.VIP：Golden Harvest card is the Agricultural Bank of China, specifically for high-end customers to provide bank card brand, aimed at the card for the media,for the majority of the cardholder to provide financial, business, life, entertainment and other intimate, distinguished service, construction of an exclusive service space and exchange platform. Golden Harvest card is the Agricultural Bank of China VIP customer status symbol, can use this to enjoy the corresponding preferential, preferential and value-added, exclusive service. Society bond:Database marketing：Agricultural Bank of China service customization services, banking services to customers, deposit, remittance and settlement, the average bank card, on behalf of retail business can be defined as the standard bank service.In commercial bank management stage, the retailbusiness is the agricultural bank business focus.Along with the electronic technology in financial services in a wide range of applications, retail business will greatly enhance the degree of automation.IV、Customer services trainingThe general training process includes: training needs analysis, training design, training delivery and training evaluation (Lv 2012).Customer service training includes : develop a customer service strategy / customer / client needs analysis / after-sales service and service recovery / effective customer communication .The general training process includes: training needs analysis, training design, training delivery and training evaluation (Lv 2012).Time: 5,15,2013-6,15,2013Training content (1)Customer service strategy; (2) customer service standard; (3) customer form; (4) analysis of customer demand; (5)customer feedback management; after sale service and service recovery; effective customer service communication; customer relationship management.Trainers and JIANGCHAOLIANGAccording to Kirkpatrick model,this is company's customer service belong to Level 3.Kirkpatrick model include （Lv 2012)：Level 1:Reactions of trainees to the content and methods of training, to the trainer, etc.Level 2: Learning attained during the training periodLevel 3: Transfer to learning to job behaviour in the work environmentLevel 4: Effect on the trainee ’s department. Level 5: Has the training affected the ultimate well-being of the organization.V 、The qualitative and quantitative customer feedbackQualitative analysis of the definition of:he qualitative research focuses on words and observations to find out reality, and attempts to describe people in natural situations (Lv 2012)；Quantitative analysis of the definition of:The quantitative research grows out of a solid academic tradition that places considerable trust in numbers that represent opinions or concepts (Lv 2012). training siteShanghai financial center Trainingresource The SOHO China ’s president has rich job experience and the SOHO China has a unique marketing concept it can help theemployee has much more.Quantitative analysis method of choice questionnaire for customer feedback: The reanalysis data method using SPSS restructuring will greatly improve the efficiency of data analysis and reduce anthropogenic miscalculation. "Multiple Response" SPSS database use multiple sets of data are combined and then defined a new field group, which will be defined for each single multiple-choice questions in the new field group variable interval defined, and then for the newfield group frequency analysis. When after the completion of a single field is set, you can use the block to the other multiple-choice questions, re-use analysis, which can greatly improve the efficiency of the multiple-choice data analysis.Observed Feedback qualitative analysis method: Mainly to establish a model forthe sale of goods, the various factors that affect the sales price is mutual influence and mutual restriction, they form a system, and thus to customer satisfaction as the main indicator to analyze the impact of the sales price, the key variable is the customer satisfaction. After expert advice, can determine the impact of the price factor set of variables including environmental satisfaction,the property satisfaction and price satisfaction.Summary：According to the investigation of Agricultural Bank, found that bank consumer group more popular, because the bank for agriculture policy business more consistent with the mass, especially the attention, compared to other stateof the major banks, ABC’s outlets set up is more, a wide range of customergroups.Access summary : The agricultural bank outlets set up more personnel, wide distribution, geographical span is big, also resulted in ABC's service attitude difference, including service quality are also different, so at the time of investigation for the Agricultural Bank of China, there are many different opinions, mixed.The bank needs to improve the place a lot.As one of the large state-owned enterprises, reputation is the most important.VI. The key factors of after careAgricultural Bank of China, the service is very attentive.The one-stop service:it means to improve efficiency, in some places at the same time need more than one location in the past, and many times, a lot of choreography completed service.Attentive service: It is also called butler service. attentive service also known as housekeeping services. As the core of the concept of humane establish people-oriented set of pre-sales, sales, after-sales service as one of the three-dimensional, throughout the entire process of product flow.Call center:call center is a complete system of integrated information services using various advanced means of communication to provide customers with high-quality, high-efficiency, full range of services.Self-service:The self-service (self service) is the industry through thedeployment of "self-service" support platform, allowing users to access to services through self-service platform or terminal. Include fault diagnostic products, product training, product sales, trading service-shaped.It refers to the deployment in the manufacturing, allows users to access services through self-service support platform, self-service platform or terminal. The place of business of the Agricultural Bank of China all have ATM self-service machines, the use of customer-friendly.Agricultural Bank of China is a state-owned bank, is also a long history of credit bank products and services, has a good reputation, ABC should be a lot of efforts to enhance the development of new products, the banking system is more diversified, so that the customer groups more vast.VII、Introduction and evaluation of customer care strategyAgricultural Bank of China customer service strategy is people-oriented, and implementing the the three agricultural policy, the customer base is not limited,the state-owned five largest banks in the most extensive customer base, the greatest impact of the bank.As the theory, customer service strategy and the design flow includes:1. Development and evaluation of business strategy2. Key determinations of customer care strategy3. Creation of creativities4. Evaluation and development of creativities5. Feability and Profit Assessment6. Clear roles and responsibilities7. Implementation Test8. Commercialization9. Evaluation and Double-loop learning.The company designs the steps customer strategy is including:1.Knowledge of the product and customer’s characteristics:Agricultural Bank of China asked the customers to come to do business in the views of the Agricultural Bank of China, including the requesting client to help fillin the the various investigations table like are the Agricultural Bank of China continue to progress. ABC can understand customer demand for banking products, in order to respond in a timely fashion.2. Contact the service product and customer:Agricultural Bank of China has always been to strengthen exchanges with customers. Enjoy the company's products and the information fed back by the customer, the Agricultural Bank of China has also been progress, ABC has a comprehensive customer information system, which is the Agricultural Bank of China can now state-owned groups of five bank customers reasons.3. With the product update service:Agricultural Bank of China continued research and development of new financial products, for example sub tripartite hosting wealth management business of the Agricultural Bank of China, since its introduction, has been acclaimed financial products, it also attracts a lot of customers to transact business and use the product in ABC.VIII、Customer satisfaction and loyaltyIn the theory, loyal customers will have the following several kinds of performance:·Frequently purchase products or services.·Dependence on products or services.·Purchase relevant products or services.·Recommend products or services to potential customer.Agricultural Bank of China has many loyal customers, such as deposits of large state-owned enterprises and foreign companies, this company is a major sourceof funding for the Agricultural Bank of China, the state-owned enterprises through the Agricultural Bank of China obtained through these loans interest loans to the Agricultural Bank of China to operateto make a profit, this is the cooperative relationship between them, the Agricultural Bank of China, as state-owned banks with good credit and capital flows, so popular with thestate-owned company's support.IX、Introduction and evaluation of customer care standardFive customer service standards:．Customer classification: The enterprise must decide which one is more important principle, and provide the corresponding services according to the customer's grade.．Client Experience: To provide service for customers with continuous, reliable, high standards of service.．Internal collaboration: Company should make no exception to internal and external.．Reference point: The team performance should link up with the quality of customer service.．Process integration: Integration for company business process, and take it customer-centric.According to the theory and the design of the customer service standard, the need to consider the following factors （Lv 2012):?Recognise existing and expected contacting points from service map?Transfer expectation to action?Choose appropriate action for standard?Set soft or hard standard?Design reflection system for both soft and hard standard?Set hard indication and soft objective?Evaluate standard by indication and objective?Offer outcome of appraisal for staff?Evolve indication and objectiveAgricultural Bank of China has basically reached the five customer service standards, the Agricultural Bank of China has dedicated customer sales and service system, the team trained, they can accurately analyze customer type, and give the corresponding service. Agricultural Bank of China has many awards, outstanding team, you can get a wealth of year-end bonuses.Internal cooperation of the Agricultural Bank of China is very good, because the cooperation was also higher welfare, so we are more willing to co-operate to customer service, the Agricultural Bank of China has been widely acclaimed.X. ProposeAgricultural Bank of China, although around them state-owned one of the four major banks, outlets many have set up outlets at home and abroad, but after visited place of business, the attitude of staff is not very uniform, the Agricultural Bank of China should be more training Aug work, a service uniform provisions.On the other hand, in 2009, the Agricultural Bank of China shares reform, ABC's products are more abundant, but rarely for the introduction of the product aswell as information, which lost a lot of clients, many customers we offer in oursurvey the part of the Agricultural Bank of China products have never heard of,or just a little understanding for the ABC to promote the company's products,this is no good, the company needs to make more efforts in product promotion. And new product innovation above should be a lot of strengthening, new products to attract new customer groups. This is the need to strengthen the place of the Agricultural Bank of China.Appendix:Appendix 1：Appendix 2：Appendix 3：Quantitative analysis1. How old are you?A.25B.25 to 30C.30 to 40D.More than 402, Are you use the Agricultural Bank how long the product?A. Only one yearB. Two yearsC. Three yearsD. More than three years3.Do you think the Agricultural Bank of China attracts you most what is the type of product?A. Access businessB.The fund management businessC.Three aspects of the businessD.Loan business4.How much do you know to the Agricultural Bank?A.Know muchB.In generalC.A small portion ofD.Don't know5.Your satisfaction with the products and services of ABCA.Very satisfiedB.Feel goodC.In generalD.Not good6.Are you satisfied with the overall service of ABC?A.SatisfiedB.Dissatisfied7.Do you have used the Agricultural Bank product?8.Do you come into contact with the Agricultural Bank of China rural operations?A.Contact withB.Contact pointC.No9.Do you think the bank which need to improve?Please give our suggestions. Appendix 4：Interview1.Ask when you choose the Agriculture Bank of China?2.How the way do you know the Agriculture Bank of China?3.How do you think what the business of Agricultural Bank of China the most attractive customers?4.How do you want the Bank launched what type of business?5.How long do you go to the Agricultural Bank6.How do you think the bank deal with customer service attitude how?7.Whether you are satisfied with the service attitude?8.How do you think the bank and do more defective?9.If you were given a separate experience bank customer service opportunities, you most want to experience a which part?Appendix 5：Reference(1). Pan S.Y. (2006), Symbol: SOHO Chinese avant-garde ten years, TsinghuaUniversity Press.(2). LV, X, (2012), lecture handout creating a culture of customer care, Renmin university.(3). Hercules Yang, 04-09-2003, World class customer service of the five standard, 12.24.2012, .ceconline./sales_marketing/ma/8800052652/01/(4). 2012 Chinese real estate five hundred strong enterprises, 51 Capital Project Network, news.51zjxm./bangdan/20120330/13650.html(5). N22x33 (2012), SOHO China Employer Brand, 12.24.2012,。
Assessment 2Outcome covered 2Assessment instructionsYou are required to undertake an investigation into two different types of organisation — either industrial or retail and distribution. You should present your findings as a formal report of approximately 1,000 words or as an oral presentation.您需要进行调查分为两个不同类型的组织- 无论是工业或零售及分销。
你应该提出你的发现为约1000字的正式报告或口头报告。
The following points have to be addressed in your report:2.1 Explain how these two organizations utilize their internal communications systems as well as external communication systems with external organizations. In addition some comments of internal and external communications from these two organizations should be discussed.说明这两个组织是如何利用他们的内部通讯系统，以及外部通信系统与外部组织。
除了内部和外部通信的这两个机构的一些意见应该讨论。
2.2 Describe the media used in the communication systems in both organizations and the barriers to effective communications that are experienced.说明在这两个组织的通讯系统和障碍，这都是经验丰富的有效沟通所用的介质。
Presentation SkillsF84E 35 (Outcome one)Name:SCN:CLASS:Content pageIntroduction (2)Findings (2)Presentation to banchory residents (2)Presentation to parents and teachers group (4)Presentation to Local councillors (7)Conclusion (9)Reference (9)IntroductionThis report describes 6 ways of speaking, and the analysis of the combination of scenes. PPT, CD-ROM, photographs and pictures, videos , graphs and charts ,objects and models.FindingsPresentation to banchory residentsTwo methods chosen2. CD-ROMHow to use the two methods1. Put pictures, videos and information into the PPT, so as to facilitate the audience more intuitive understanding of the content of the speech. Before the banchory residents into green and new house style are made into a video on ppt. Enterprise speakers can watch the video and residents banchory to explain, so that residents banchory can be very clear to get the answer to the question. Then the road improvement and the issue of housing density through the picture into the PPT, the enterprise speaker through the banchory residents PPT through the picture and explain, so that residents can be very clear to get the answer to the question.2. Residents banchory consider the problem, you can go to find the problem has been solved CD-ROM, so that residents banchory understanding of the problem can be easily solved. This can make residents banchory more simple to understand the content of the speech. The enterprise can make banchory residents look at the speaker and illustrate that banchory residents can get the answer is very clear.Why these have been selectedpurpose of the presentationCompany representatives and residents together discuss proposed problems: density of housing for each site, the new housing fitting in' with existing styles, access and road improvements and landscaping and boundary issues. The purpose of the presentation is to allay fears, answer questions, provide details of proposed housing styles and present an illustration of how the village will look at the end of the development work. PPT and CD-ROM the two speech can alleviate the concerns of banchory residents, because of focus have presented the problem to the banchory residents of these two ways can be clearly, let banchory residents can get a clearer and more comprehensive answer.2. The nature and the size of the audienceThe number of local residents -150 is 100 people banchory, belonging to a large-scale speech. PPT and CD-ROM can use big screen to make the presence of all the banchory residents are heard and seen speech content, and the CD-ROM data to more convincing, can take care of every one in the presence of local banchory residents. The audience all belong to the local residents banchory, and the number of people are more, all of the degree of every culture has. And CD-ROM PPT can take care of people in every level of education, because residents can be through photos and videos to understand the situation. Residents banchory can make a better understanding of the content of the speech.3. The venue of the presentationThis presentation of the site is the village hotel banquet hall can sit 100-150, speech is relatively large site. In the extensive field speech are most worried about is the audience the audience can clearly hear presentations, PPT and CD-ROM wouldn't have such problems, because the PPT and CD-ROM can use big screen playing to the audience the audience clearer and better understanding to all of the content and the answers.AdvantagesPPT has the speaker does not move back and forth.advantage that can make the content more rich, because PPT can put a lot of different knowledge, such as photos and videos.3. PPT advantage that can combine the sound.4. PPT advantage is convenient and quick.5. Advantage of the CD-ROM it is convenient to copy computer data to CD.6. Advantage of the CD-ROM is a large amount of data.Disadvantages1. The disadvantage is that ppt computer emergency situation is not good control.2. ppt drawback is dark environment.3. The disadvantage of CD-ROM is that CD-ROM can only use the content, can not be modified.4. The disadvantage of CD-ROM is that it is easy to be damaged, and the data is gone.Presentation to parents and teachers groupTwo methods chosen1. photographs and pictures2. videosHow to use the two methods1. Enterprise speaker can advance the picture of the planning area to see parents and teachers group, which can be more intuitive and real audience to understand the contents of the speech.Each speaker can give the audience a picture made, every listener can be more detailed and comprehensive picture of the learned new classrooms and new playground look.Parents and teachers group to see the pictures,you can integrated the various aspects to make recommendations, companies can put proposals to modify the record.2. Enterprise speaker can give parents and teachers group videos to explain the contents of the videos in the audience can quickly get the point. In his speech, parents and teachers group needs more intuitive, so use videos to presentations more persuasive. Enterprise speaker can put new classrooms and new playground analog videos presented to parents and teachers group, so parents and teachers group can be very detailed to watch the speech focus and make recommendations.Why these have been selected1. The purpose of the presentationCompany representatives, parents and teachers gathering together discuss the construction of the new adventure play area, new wildlife garden, including a pond, and updating school library with more 'quiet zones' and 15 new computers. The aim of this presentation is to present to parents and teachers the proposed plans for these areas and to encourage them to recommend ideas and suggestions. The local council is also taking this opportunity to upgrade existing facilities in the school. photographs and pictures and videos of these two methods can be fully speech to the audience to provide comprehensive and detailed information that allows parents and teachers group fully understand the new classrooms and a new playground, detailed pictures and videos can make listeners Presentations more understanding. Clarity, better advice.2. The nature and the size of the audienceThe number of listeners initially set at 18 people, which is a small-scale presentations, the speakers and audience interaction is very important. photographs and pictures and videos of these two speeches are suitable for small-scale ways of speech, Because corporate spokesman and let parents and teachers group to better face to face communication, making communication more accuracy. The speaker can use pictures and videos to answer audience questions, you can also interact with the audience, take advice.3. The venue of the presentationSpeech venue is a large classroom, the size of the classroom is limited, so the site will not be very broad. And the equipment of the classroom is very comprehensive, so the speaker with videos and photographs and pictures these two kinds of speech is very appropriate. These two methods are more convenient for the interaction between the speaker and the audience. Can maximize the effect of the speech, and be able to absorb better recommendations.Advantages1. The advantage of photographs and pictures is to give people the impression deeply, the effect is good.2. The advantage of photographs and pictures is that the picture is vivid and concise.3. Photographs and pictures advantage is high, the picture can be better reflected.4. The advantages of photographs and pictures is a high concrete, pictures can take the language specific presentation in front of the audience.5. Videos advantage is high efficiency and improve the effect of speech.6. Advantage of videos is real high, real videos are shot.Disadvantages1. The disadvantage photographs and pictures it is inconvenient to take notes.2. The disadvantage photographs and pictures that the audience will feel boring.3. The disadvantage is inconvenient to record videos.4. The disadvantage is that videos during playback, may cause the listener's attention is not focused.Presentation to Local councillorsTwo methods chosen1. graphs and charts2. objects and modelsHow to use the two methods1. Enterprises can use the speakers in detail and charts to explain the content of the speech to local councillors, so you can make the audience better understand the content of speech. To speak to local councillors is very formal, the graphs and charts presented to the local councillors is more appropriate. Business speaker in the form of a chart to the traffic survey data presented to the audience, the audience focus on the content can be found in the chart.2. Corporate speakers can be carried out after the graph model entities to explain the content to local councillors, allowing the audience clearly see and feel the expansion of the village simulation. And give local councillors very formal speech, objects and models used in formal speech speech mode. Companies can give each speaker a local councillors see, get in front of each listener, so local councillors can be very detailed understanding of the situation and can make good suggestions.Why these have been selected1. The purpose of the presentationRepresentatives of the company and local members together discuss finalized timetable for project starting spring of next year, data from traffic survey carried out by QinitiQ along with their predicted figures for traffic flow on project completion and recommendations from Scottish Natural Heritage (SNH) on native tree planting proposal. Within the council there has been strong support for expansion of existing villages as opposed to establishing new villages. Graphs and charts can be formal way this speech to the audience and explain in detail the content of the speech, objects and models can be more intuitive and clearly explain the contents of the speech can be made more efficient.2. The nature and the size of the audienceThis meeting will take place in the council chambers and there will be a group of 35 people which consists of councillors and representatives from planning, roads and transport and environmental services. The speech 35 audience, a medium size. Enterprises should pay attention to the speaker and every local councillors interaction, Graphs and charts can be used to chart the performance of the content and the ability for everyone to communicate, when rendered objects and models so that we can more intuitive understanding of the content of speech.3. The venue of the presentationSpeech is the place of the meeting room, is a very formal place. It is necessary to use concrete data and detailed accessories to make the speech more formal and professional. graphs and charts speech mode and speech mode objects and models in a formal occasion to explain to the audience the content of speech, so that the audience better understand the presentation content and more explicit.Advantages1.Advantages graphs and charts of high authenticity, charts are based on real information made.2.Advantages graphs and charts is convincing high.3.Advantages graphs and charts that make speech very intuitive.4.Advantages graphs and charts is to make a more detailed presentation.5.Advantages objects and models is more formal, more suitable for speech.6.Advantages objects and models is persuasive relatively large, we can look at the model to explain at the same time.Disadvantages1. The disadvantage graphs and charts that fit in a certain field, people with expertise to understand and intuitive content.2. The disadvantage graphs and charts is the long production time.3. The disadvantage objects and models is not convenient to carry.4. The disadvantage objects and models have cost too costly.ConclusionThis report introduces 6 ways of speaking in 3 scenarios. Respectively is PPT, CD-ROM, photographs and pictures, videos , graphs and charts ,objects and models. And combined with the scene for the purpose of speech, the number of speech and speech scene for a detailed analysis. And summed up the advantages and disadvantages of the 6 ways of speech.ReferenceScottish Qualifications Authority,(2006).Presentation Skills, Peking Economic Times Press,11-31.。
SQA-HND-国际实物配送outcome11.Explain the various tasks which would come under your remit as Physical Resource Manager.As a physical resource manager we have various task such as planning, organising, coordinating, budgeting, controlling and monitoring/evaluating.The first task is planning,as a Physical resource manager we must need know and understand the plan and role in the planning.It is conclude three level of logistics planning:strategic planning, tactical planning, operational planning.The strategic planning is medium to long term planning spanning one to five years. In this case, the Angus Glen Water cooperate with Ecosse Hotels and offer the water to all of the hotel. Due to that the hotel operate in many different countries, Angus Glen Water will enter the international market and this is an big strategy and decision for the company, so they need make the strategic planning.Therefor the manager also need the tactical planning,from we study we can know this planning spanning six months to a year.This planning will deal with annual budgets,which provide the financial basis.Finally we need operational planning,it is controlled the standards and rules and is day to day planning.Manager need detect the weekly and monthly reports to understand the operation of department and take some measures to deal with the problem.The second task is organization,the manager absolutely need to ensure that the plans scheduled and the right task are being done at the right time and by the right person.Dividing up the work is really importance to the manager in organization too.In this task the manager have two small task, the first is find more more manufacturer to produce the glass bottle and find new haulier to transport the product to other countries.The second task is make decision of the transportation mode, such as airline, ship or train,include the production enter in to the new market.After ensure the transportation the manager have to consider the export document.In one word the manager need consider and makesure every process is right and really be done in the whole process from the old market to the new market.Thirdly, coordinating in this task manager have to keeping control at all time to ensure that all plans are met. And this task consist of some small task such as delegating, objective setting. Delegating is one of the most importance coordinating tasks, in this task manager absolutely need to sure that the members of the team understand what is expected of them, just by the way the manager can croodinating. First of all manager must ensure that the person being given the task has the right level of skill to carry out the task[1]. Secondly, is that the manager should tell them what state required results and the resources required. The staff should understand what is the required results and discuss the resources. The manager should set a deadlines and support to them, if the staff meet any problem ,the manager can communicate with them and solve the problem. Finally the manager need evaluate the final results and obtain the feedback. If the manager can delegate the right people , the task will be coordinate. In this case the manager need to coordinate the department and by coordinating improve they work efficiency. Absolutely, setting a target is importance for coordinating, the work person objective. The manager use the objectives to measure the performance and offer some suggestion to others, it will coordinate the task.Fourth task is budgeting, from study we can know the budgeting are cost goal set by top manager, it means through the budgeting the distribution manager can know what the organization goals and objectives are, and what resources will be needed to achieve those goals and objective. Then ensure that distribution activities are profitable and efficient.Fifth is controlling. This task is to ensure that the goals is achieved and comparing the actual results and original objectives. then, the manager canevaluate the detail things and find some good activities and some terrible things.Finally is monitoring and evaluation, as a manager monitoring [2] is essential, because by the way can improve efficient of work such as “independent check ” and “double check ”. In the last task, the manager need make a evaluation about this work. Such as the target, plan,the result is good or bad.2.Explain how the International Trade Department would be structured and how this would benefit Angus Glen over a structure that did not include this department.International trade department can help companies to further expand overseas markets. Including import and export of international trade department, for example, overseas procurement, marketing the three points. Here are some staff to deal with the export or import problem, to the as the export certificate, the document of import and export. The purchasing oversea is in charge of the managementSeniorGeneralProduction Transport andwarehouse Sales and Marketing Research and Developmen Internatio nal trade department Accounts and General administratPurchasing Import andExport Sales and Marketingpurchasing in the world, to the as the material, the bottle and others. The sales and marketing is responsible for the sales and marketing in other countries, and find new customer and sell the product to them.There are some benefit when the company establish the international trade department. At first, this department can help the company expand in the oversea market more convenience and quickly. The second, by establish the department can improve the strength of corporation and improve the popularity of brand. The company has the international trade department and the staff will sell their product to other countries and increase the sales. Finally the company can decrease the cost by international trade department oversea purchasing.3.Describe the links that would operate between the International Trade Department and other departments within the organization. Transport and warehouse department is responsible for transport and preservation stores. Transport department major task is distribution the goods between different city and ensure the goods quality and quantity. Warehouse department have two major task, the first one is preservation the goods this is also the most importance task for warehouse department such as unified the various business processes, periodic inventory system and make sure the consistent of warehouse[3]account, content and card.. The second one is make sure the production is satisfaction.Production department is really important for a company, because this department is link to customers, if the production can’t get satisfaction of customers the company may can not get profit. This department major task is ensure the production activity will finish in time. And this department need have de good corporation with development department and marketing department, because this department need accuracy data to make goods[4].The international trade department is important for the company and it will connect with other department, meanwhile, other department also will get information from the department. Such as, the production department, the international trade department obtain a customer from Canada, so the international trade department will tell the production department to produce the goods and tell them the entail of customer. And the the international trade department is really important to decrease the cost through oversea purchasing. The transport and warehousing department will offer the information of warehousing to international trade department, then the international trade department will help the department to manage the inventory. For the D&R department, the international and trade department can bring some new technology to D&R department from other country. The R&D department will help the international trade department to introduce the goods and offer the technical training. The sales and marketing department will offer the situation of domestic market and help the department to find new customer. Meanwhile, the international trade department can offer the international situation and help the department to adjust their strategy.4.Describe the links the International Trade Department would have with external integrating bodies and why these would exist.There are several external integrating bodies, such as the freight forwarder,import agent, import dealers and others.A freight forwarder, forwarder, or forwarding agent, is a person or company that organizes shipments for individuals or corporations to get goods from the manufacturer or producer to a market, customer or final point of distribution. Freight can be booked on a variety of shipping providers, including ships,airplanes, trucks, and railroads. It is not unusual for a single shipment to move on multiple carrier types. International freight forwarders typically handle international shipments. International freight forwarders have additional expertise in preparing and processing customs and other documentation and performing activities pertaining to international shipments.First, it can help companies choose the best transportation and the best transport routes. International trade sector choose to accept orders,, freight forwarding department will contact the production sector. Second, it can help companies to handle different documents, such as customs procedures and other documents, then give the product to the haulier [6]. It also helps the company to pay the freight and customs duties. From freight forwarding task, it can help reduce the cost of international trade sector and risk. At the same time, it can ensure transportation safety products and products.The import agent is a person or company that by accepting the delegation of exporter and help the exporter to handle the import business, It receive some commissions. In general, the import agents do not assume the credit risk, exchange and market, it has no the ownership . of products, there are four types of import agents, such as brokers, factors, manufacturer;. s representatives and managing agents that can help international trade sector to purchase some materials from other countries in order to reduce costs. Because import agency is specialized in importing stuff, so it can ensure the quality and cost. At the same time, it can help the international trade sector input and analysis of the local market. it can help the international trade department to enter and analyze the local market. In this case, if the company need some material, they can use this agent to solve the problem.5.Reference[1] SQA. International Physical Distribution Unit student Guide, Part three.[2] Continent's only press release wire service, African Press Organization PR Week - May 10, 2013[3] Ortega-Argiles, Raquel; Potters, Lesley; Vivarelli, Marco,2011 R&D and productivity: testing sectoral peculiarities using micro data. Empirical Economics 41 (3)[4] Moroney, J. R. (1967) Cobb-Douglass production functions and returns to scale in US manufacturing industry, Western Economic Journal, vol 6, no 1, December 1967, pp 39–51.[5] Kenya Clearing & Forwarding Agents | Kenya Freight Forwarders - Customs Clearance | Aeromarine Logistics - Freight Clearing Forwarding Kenya". Aeromarine.co.ke. Retrieved 2013-01-17.[6] Blaszak, Michael W. "ABC's of Railroading: Trackage and Haulage Rights," Trains, 1 May 2006, accessed 30 August 2011。
Assessment Task 1Outcomes covered 1 and 2Assessment Case study: The ABC AirlineAn ABC Airline is an airline based in Singapore who has a young fleet, experienced pilots, attentive cabin crew and the pickiest ground technicians in the world.This airline company claims to offering the customer its undivided attention and care. Today, it is taking great pride in its reputation for both quality and being a ‘good listener’. It has learnt that superior-quality service pays off and, most importantly, that doing what the customer wants is the key to customer retention.As one of Asia’s largest route network operations, the ABC Airline conducted in 2005 one of the most comprehensive and extensive passenger surveys ever carried out. As the usual industrial practice only a few thousand travelers are asked for their views and comments. The airline surveyed over 400,000 Asian business travelers who fly with them or other airlines. What’s noteworthy is not the survey results, but the response to what business customers want.Top of the list of wants for a better flight for business customers was more leg-room and elbow-room, followed in third and fourth places by designated lounges and non-smoking aircraft. Separate check-ins and passport control were the top two most important convenience factors stressed by the business customers surveyed.The ABC Airline listened and took note by heart. It carried out tests on wider seating arrangement for business-class passengers on selected domestic and international routes. Responses were very positive. It redesigned a unique response where the airline world is concerned, business-class seats to make them wider. To ensure that The ABC Airline got things right first time, the design of the new seat was carefully thought out. The airline seat manufacturer, which was commissioned to do the redesign, was brought in to work with the airline’s marketing and technical staff. Other conveniences were also incorporate into the ne w seats. For example, they are equipped with modern communication systems, and a credit-card-operated telephone is installed in each armrest!Finding out what target customers require or desire is one thing. Responding to these demands and to the satisfaction of customers is another. The ABC Airline ran an ad campaign to thank respondents in the survey. But as the story above shows, a customer focus can benefit service business. To improve service quality, the firm must listen to what customers want and then commit resources to deliver precisely that.NB: The Case Study above is totally fictitious. It does not depict any real company.。
Unit Title:Assessor Name:Submission Date:International Physical DistributionWord Count: 1999The Explanation of DataSea:Sea transport requires a 40 foot container, and the total cost of carrying 25 pallets is £620, and the price is £25 per container. So cost per pallet= total mode cost/ pallet, thus the cost per pallet= £620/25= £24.8. The transit time is 7 days.Air: Because of the need for aircraft transport, so the total cost of £1265, so the cost of transport is £253, and the price is £1265 per 5 pallets. Cost per pallet=total mode cost /pallet, thus the cost per pallet=£1265/5=£253. The transit time is 4 hours.Rail: Rail mode requires 40 feet of container to carry 25 pallets, so the total cost is £1275, so the price is £51. Cost per pallet=total mode cost/pallet. Thus the cost per pallet=£1275/25=£51. And the transit time is 2 days.Direct road:A flat bed container lorry can carry 20 pallets, so the total cost is 1350, because the transportation time is 3 days, so cost per pallet=total mode cost/pallet, thus the cost per pallet=£1350/20=£67.5.Multi-mode:From Milan Glass Works to Genoa Calata should be the freight is £125, in addition to the sea model of £620 and £295 of the railway model, which also need to add the cost of £145 form Coatbridge Rail-port to Kiribati Bottling, Thus Total mode cost=£125+£620+£295+£145=£1185. Total pallet=25. The total mode cost = £1185/25=£47.4. The time =6 hours+7days+5 hours+7 hours=7 days and 18 hours. the total cost equal to £1185.Explanation:Summary from the above calculation, the total cost is £1350, so the price of each pallet is £108.so we get the final result is £1350/£108=£12. so the best cost effectiveness is £12.4.0 Technical report 4---Least total cost concept Recommendation ChartsRoute ARoute BExplanation:In the Transport, the procedure is the include many parts, to the as the CFSP andPARS, the documentation of the include many things,such as the bill of lading, commercial invoice, insurance, packing list, certificate of origin. Business process including CISG and UCC. These are used for commercial and documents are necessary, such as commercial invoice, pro forma invoice. Customs procedures including input data, declaration, check and pass. In the UK at the same time, the customs will prohibit certain commodities, such as revenue, the health of animals and plants. Documents including the certificate of origin of goods, etc.So choose B Route to save costs.。
