Business Plan about Customer Service

Collin MacGibson, President of On-Time Technology Products, recently returned from a Manufacturing Technology Conference in downtown Chicago. As a result of talking with leaders of other companies, he is now considering establishing a tiered service system, an idea he shared with Mary Graff. Proposed Tiered Service Plan Mr. MacGibsons basic thought is to reward their B2B customers who give On -Time Technology Products $100,000 worth of business an end-of-year thank you payment that reflects a 5% discount on all yearly purchases. In addition, those customers would receive a commitment to next-day turnaround time on the resolution of all customer service problems. Moreover, the customers who purchase $500,000 or more annually would receive a 10% discount and free delivery. The average B2B sale is $25,000. As a CSR, what is your initial reaction to this new-tiered service plan by Mr. MacGibson, and what would be some advantages/ disadvantages of going to a tiered service approach at On -Time Technology Products? Would there be a risk of losing some of your smaller clients by using this approach? Current Service Plan at OTTP Provide all customers, regardless on the amount of their purchase, frequency of purchase or dollar amount spent per year the same special attention. Our theory at OTTP is that a customer who makes a small purchase today might make a large purchase tomorrow. All of our customers receive the same price, convenience, and service. Introduction In today’s competitive world, the customer’s expectations have grown by leaps and bounds, in order to add new customers and retain existing customers, companies are offering low cost and high quality products moreover the competitive market is making them give additional offers to the customer which may be in the form of an additional service, a gift or a discount etc.. It is also important for the customer, on the other hand to evaluate and find out if the glossy offer given to him really makes any business sense or is just a business stunt. In this paper we will see based on the case study that how with Mr. Macgibson’s new scheme impact the customers in terms of sales and loyalty. A new-tiered service plan by Mr. MacGibson: The reaction The introduction of a tiered service plan will be a new introduction for all the existing customers and therefore they will evaluate this feature from their point of view i.e. keeping in mind the kind of business they give On-Time Technology Products hence the initial reaction may have a mixed response, where few will welcome this policy their might be others who may not appreciate the same, considering that the scheme is not independent of the revenue generated and the discount provided is directly proportional to the   business given (Dollars per-annum). It will be reasonable to speculate the possibility of business gains as the procurement department will definitely find this valuable for any enterprise and there for there is a chance that just in case there are multiple service providers serving the company, they might just want to reallocate all their business to On-Time Technology Products considering the new package which is being offered however their might be other flip sides to the same. Advantages and Disadvantages of going to a tiered service approach at On -Time Technology Products The evaluation of any new scheme, product or service is done taken in mind the customer’s perspective and with multiple customers being service, there is always a mixed reaction from them, hence it is good to think about the advantages and disadvantages of any new introduction. Before we talk about the advantages and disadvantages we must observe the fact that the discount of 5% and 10% are available to the customer giving an annual business of above $1,00,000 and $5,00,000 respectively, but the average customers are at $25,000 as of now. If we talk about the advantages there might be a few customer spread across different service providers who will decide to switch to OTTP in order to reach the total amount that makes them eligible for a discount, similarly the customers eligible of 5% discount might just raise the business in order to be eligible for the tier 2 discount. Secondly, this may also help to add new customers who are looking for a better and cheaper service and a word of mouth or corporate referral can help them to learn about the tier based system and that will help to produce further attraction. Moving on to the disadvantages, at first if we look at the average sales we will realize that the most of the customers will not get any benefit out of this new tiered system and therefore they might be a sudden disappointment due to this in few customers which may lead to customer attrition as there is a chance that the scale of those customers is not that big that they can generate the desired business for OTT P, secondly this will go against both the service4 plan and Theory of OTTP, as the treatment will now be based on the basis of dollar impact and can be considered as biased by the customers generating lesser revenue. Risk of losing some of your smaller clients by using this approach: Analyze As talked in the other sections above, there is a definite risk of some small clients, taking a step back as they might now thing that the services are being provided in a biased manner and that the theory of giving similar cost and service to all the clients is no more valued and therefore either they may decide to switch immediately or slowly detach themselves taking the business elsewhere. There fore we cannot deny from the possibility of loosing a few customers in case if we apply this approach.

How Did The U.s. Expand Westward And What Was Its Impact...

PURPOSE 1 Question: How did the U.S. expand westward and what was its impact on Native Americans? Answer: The United States began expanding westward during the 1800s. During the early 1800s, America turned its attention towards the exploration and settlement of its Western territory. The amount of land had been greatly increased by the Louisiana Purchase of 1803, which almost doubled the size of the nation. Later on, the size of the United States increased yet again with the Mexican Cession and the Gadsden Purchase. From these, the United States gained California, Nevada, Utah, Texas, and parts of Arizona, New Mexico, Colorado, and Wyoming. Settlers swept westward, encouraged by the federal government. The government created the Homestead Act, which offered 160 acres of cheap land in the West under the condition that the settlers had to work the land for 5 years. As the Western territories became more and more developed, Native Americans and their culture were slowly destroyed through laws such as the Indian Removal Act and the Dawes Act. Native Americans were forced onto small r eservations and their children were then forcibly assimilated into white American culture in order to make room for the white settlers. PURPOSE 2 Question: Why did nations desire to expand and gain power through imperialism? Answer: There were many philosophies about the way that America should interact with other countries. Some people felt that America should remain isolationist, avoidingShow MoreRelatedManifest Destiny Essay1433 Words   |  6 PagesDestiny Westward expansion was a key component that shaped the United States not only geographically, but economically as well. The first sign of any expansion West from the original states was when Thomas Jefferson bought the Louisiana Purchase from France in 1803. The country was in need of new land in order to accommodate for the expanding population. Once the country started to expand, its power soon followed. The nation had a struggle with expanding because of the Native Americans already livingRead MoreTransportation Revolution During The Civil War Essay1617 Words   |  7 PagesRevolution The Antebellum period is known as the period before the Civil War. However, it is described as the periods between the War of 1812 and the Civil War. The word e â€Å"antebellum,† means before the war, and â€Å"reform,† means the improvement of what is wrong. The Antebellum period made transportation more efficient for people who traveled. The Transportation Revolution provided several new, reliable, safe and cost-effective ways to travel to different parts of the nation, including new land inRead MoreJohn O Sulliv Manifest Destiny1779 Words   |  8 PagesMon-Wed 11:10-12:30 Effects of Manifest Destiny Conquering this new foreign land was the plan for English settlers that sailed here and landed on to the eastern coast of America. After many years had passed, John O Sullivan, a democratic leader, named this progressive movement Manifest destiny in 1845. The term Manifest Destiny originated in the 1840s. It expressed the belief that it was US Americans mission to expand their civilization and institutions across the breadth of North America. ManifestRead MoreKmad2532 Words   |  11 Pages  Ã‚  the  Ã‚  federal  Ã‚  government  Ã‚  promoted  Ã‚  westward  Ã‚  expansion  Ã‚  in  Ã‚  a variety  of  ways.  Ã‚  This  expansion  changed  the  shape  and  character  of  the  country. Task:  Ã‚  Using  Ã‚  information  Ã‚  from  Ã‚  the  Ã‚  documents  Ã‚  and  Ã‚  your  Ã‚  knowledge  Ã‚  of  Ã‚  United  Ã‚  States history,  answer  the  questions  that  follow  each  document  in  Part  A.  Ã‚  Your  answers  to the  questions  will  help  write  the  Part  B  essay  in  which  you  will  be  asked  to  ·Ã‚  Ã‚  Describe  the  actions  taken  by  the  federal  government  that  led  to  westward expansion  during  the  1800s Read MoreEssay about The Industrial Revolution in America1118 Words   |  5 PagesAmerica has been expanding and growing since its birth out of Great Britain. The Industrial Revolution has been an influence in the American life since it first began in the 1700s. Many of the effects resulting from the revolution still affect America to this day. The entrepreneurs of this time and their industry still are around, although they have molded and shaped themselves into better products their still known from the originality of it all. Although the Industrial Revolution began hundredsRead MoreAP US essay1815 Words   |  8 Pagesï » ¿Step 1: State Your Argument Based on your existing knowledge of American Indian–colonial relations in North America, write an argument to use as the basis of your research. The French experienced the best relationship with the natives as they were very cooperative with the Natives, peacefully tried to convert them and married Native women and integrated with them. The Spanish came behind the French as they integrated with them as well however they were much more violent in exploiting them for resourcesRead MoreThe Treatment Of Indians By The French And Indians Essay2006 Words   |  9 PagesPromises The treatment of Indians by the French in Canada and English in Massachusetts was dramatic. The French had proceeded there way to North America and arrived in the 1500’s and was interested in establishing trading posts. There were settlements on St. Lawrence River that came to the point as a serving (as a base from which to invade and conquer the kingdom of Saguenay). The trade between the French and Indians was a development from these enterprises in trading military forts. There were many itemsRead MoreNative Americans During The World Today2319 Words   |  10 PagesIn the world today, many are cognizant of the injustices faced by Native Americans as a result of the westward expansion of white settlers. Nevertheless, one incident in the antiquity of White-Indian interactions is, in many ways, distinct, and founds one of the nation’s shadiest moments: the aggressive and forced removal of thousands of Cherokee peoples from their ancestral birthplace in the Southern h ighlands of Georgia from 1838 to 1839. 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States did not fulfill their duties, while commanders and leaders were not informed or supplied enough to keep up the war. But what awakened during this time and afterwards is something much greater then victory. The war wasn’t just about Britain holding land and impressing American sailors into their navy; it was a second war of independence. It was the first war as a united

Buddhist protestant Free Essays

At first glance, the Protestant and Buddhist religions do not appear to have much in common. However, some of the rituals observed in one have parallel rituals observed in the other. At the structural level, there are more comparisons than contrasts to be made. We will write a custom essay sample on Buddhist protestant or any similar topic only for you Order Now If the view is expanded to include the followers of each religion, however, many more contrasts than comparisons can be observed. It is the people, the Protestants and the Buddhists, that make the religions different, due to teachings that cannot necessarily be observed. The customs of each religion will be detailed, and the similarities and differences made clear, in the essay that follows. This particular Sunday morning Protestant service begins at nine o’ clock, though the schedule is far from rigid. Members of the congregation are milling happily about, most wearing smiles that are wide and bright. Some of them spot me as a newcomer as soon as I step through the doorway, and they rush to shake my hand and introduce themselves. (One of these is Tobias Scouten, who agrees to be interviewed for this essay. ) Protestants in this particular church, and this may be the same everywhere, are always welcoming new members. This is evidenced almost immediately after the service begins. The room, which Scouten calls â€Å"the sanctuary,† is dimly lit, except for the stage. Three spotlights illuminate the entire stage. There are candles burning on either side, but the dominant aromas are carpet cleaner and the various mingled odors of the people filling the room. After a few songs, which are sung with great enthusiasm by the entire congregation, the preacher takes the stage. His smile is perhaps brightest of all, and he makes a point of welcoming any visitors who might be in the audience. (There are no pews in this sanctuary; the worshippers are seated in cushioned chairs, which are arranged in long rows. ) He then offers up the microphone to anyone who has a â€Å"testimony† to share. Testimonies, in this context, means a story in which congregation members spread the letter or the spirit of the message. Examples shared this morning include a few bags of groceries purchased for a needy family, an invitation extended to a despairing nonbeliever, and a night spent in prayer over a friend’s sick father. The congregation encourages these stories with calls of â€Å"Amen† and â€Å"Praise Jesus. † In this way, individual church members are rewarded, if with nothing more than the acclaim of their peers, for helping the Protestant faith as a whole to grow. The testimonies are followed by a musical performance. A young man and a young woman take the stage, the former holding a cordless microphone and the latter wearing an acoustic guitar. While they sing, the congregation sits back and listens, though a few scattered â€Å"Amen† calls can be heard at crucial moments in the lyrics. When the pastor returns to the stage, he reads from the Bible. He pauses during this reading to clarify certain points, bringing the ancient writing into more current context. After the reading, he relates an family anecdote, which in the end returns to the theme (this week, the church is focusing on â€Å"forgiveness†) discussed in the Bible passage. This is the only time during the service that everyone in the audience is quiet. All eyes are on the pastor as he walks up and down the stage, speaking through a headset microphone. His pacing is matched to the tone of his voice; when his volume increases, so does the length of his stride. Upon speaking the final words of his sermon, he allows full silence to descend on the congregation for a full five seconds before requesting everyone bow their heads in prayer. There is another song, again sung by the entire congregation, and the service comes to a close. No one appears to be in much of a hurry to leave the sanctuary. Many of the worshippers turn to each other and recommence the mingling in which they had been indulging before the service began. At this point, Tobias Scouten escorts me out of the sanctuary and into what he terms â€Å"the fellowship hall† for coffee and cookies. We seat ourselves at one of the many tables, and he fills in the blanks for me. The information Mr. Scouten provides will be put to use when the Protestant practice is compared with the Buddhist practice, following the explanation of the latter. A small group of people, â€Å"fifty or so, on a good day,† according to Abbot Bai Tue, comes together at nine o’ clock on Saturday mornings for an English-language Zen service. The temple is a modest building, which consists of one large meeting room—called the â€Å"Zendo†Ã¢â‚¬â€and a few smaller rooms. Among these lesser chambers, the Abbot has an office, a bathroom, and a kitchenette. Upon entering the building, it is required that I remove my shoes. In a coatroom just inside the front door, every pair of shoes is stowed in a separate cubby. Not many of the cubbies are used, either because the temple does not attract a large group of regulars or because more people choose to attend the Sunday morning Japanese-language service. As it is, I am joined with less than twenty people in the temple. These people are dressed casually, in comfortable clothes, to make seated meditation more peaceful. As I will be told later, it is requested that people wear clothes that will not make much noise when the wearer moves, as this might be distracting during the meditation period. The dominant aroma here is one of incense, though the exact scent is unknown. Behind where the Abbot sits, a display consisting of a small Boddhisatva statue, a cup of incense sticks, and several burning sticks which are poking out of the base of the statue. The Zendo itself looks to be all natural wood, without much—if any—paint on the walls or ceiling. As the Abbot will tell me later, the sight of natural wood calms those who come to the temple to meditate; it â€Å"allows them to feel surrounded by nature,† even while they are inside the building. No one says a word while they set up for the service. Cushions are retrieved from a closet off the main room for everyone to sit on, for there are no chairs. â€Å"Silence,† the Abbot will tell me, â€Å"is required in the Zendo. † The temple’s attendance might be small, but this matters little to those who do come regularly. They do not come to meet with the other members of the â€Å"Sangha†Ã¢â‚¬â€meaning the group—they come to experience something within themselves. The service begins with the ringing of a smell bell and a chanting ritual, alternating between the Abbot and the Sangha. The nature of this chanting is the offering up of the mind and the prostration of the body to something higher. This higher ideal is not a being, but rather a state of being: enlightenment. It is a myth that Buddhists worship Buddha. They look to him as a leader, more of an example than a personification of judgment and the resulting punishment or reward. Following the chants, there is a type of sermon made by the Abbot, though the Sangha are encouraged to â€Å"turn inward† while listening. The words are not to be taken at face value, but to be seen as portals beyond which greater meaning can be found. The Sangha meditates during this time, and after a short period the Abbot falls silent. Within the Zendo, not a sound can be heard. The remote location of the temple becomes a notable positive at this point, as the only noise from outside is the rather soothing rush of the wind in the trees. The meditation lasts almost an hour and a half, after which Abbot Bai Tue invites anyone with questions related to the temple in particular or the Buddhist practice in general to stay and talk. Though I am not the only person to remain once the meditation is over, it quickly becomes clear that I am the only visitor to the temple this morning. The Abbot is more than willing to provide answers for me, though he does not lead me in my interview at all. Even now, the search is a personal one. He speaks only when a question is posed, and his responses are concise and to-the-point. As stated in the introduction, the comparisons to be made between the religions are mostly structural. Both Protestants and Buddhists come together to practice. They begin with acts of participation, with songs in the Protestant church and chants in the Buddhist temple. Then a leader takes control of the service and gives the congregation or the Sangha what they cannot receive anywhere else. But even in these similarities, there are intrinsic differences. Mr. Scouten tells me he sings in order to show his â€Å"gratitude and love for the Lord. † According to Abbot Bai Tue, the chants have a different purpose; they â€Å"prepare the mind for meditation. † It would seem that the Protestant songs are sung for God, while the Buddhist chants are done for personal preparations. When the sermon begins, the Protestants are listening closely to each word spoken, and vocal responses are encouraged. In the Buddhist temple, the sermon is meant only to set the stage, and such responses are discouraged. These differences point to a fundamental contrast between the two religions. The Protestant faith is founded on the concept of propagation, and the practitioners of the faith take great pride in aiding that propagation. Diametrically, the Buddhist faith is about looking inward and finding peace within oneself. Bibliography Scouten, Tobias. Personal Interview. 18 February 2007. Tue, Bai. Personal Interview. 24 February 2007. How to cite Buddhist protestant, Papers

Walk in Clinic free essay sample

Many of these are because of a strong need for a more comprehensive range of health services, the increasing complexity of identifiable disease and treatment patterns and the fact that more people today than ever before are demanding high-quality medical care. This act was a great challenge to the modern clinics which are dependent for its day-to-day operation on an accurate, rapid and efficient information flow. The solution is to develop an integrated clinical database to help meet the information processing needs of the clinic in an optimal way. A major problem was the lack of an appropriate clinic database design methodology which was the issue we faced initially as we were working on a hypothetical company, but we had in our minds what are the common walk-in clinic issues these days and how would our group want the database to be designed and implemented if we were running the walk-in clinic. By definition a walk in clinic is â€Å"A facility, often associated with a hospital or medical school that is devoted to the diagnosis and care of outpatients†. There are no appointments needed unless assigned by the doctor on a prior visit according to the patient’s medical needs. The effectiveness of databases derives from one single, comprehensive database much of the information relevant to a variety of organizational purposes may be obtained. In a health care organization the database may be used by walk in clinic for patient care recording, for monitoring of patient status, and for treatment advice; it can also be used by researchers in assessing the effectiveness of clinical procedures and drugs. The fact that data are shared promotes consistency. The database we are developing can be defined as a computer-based communications and data processing system which receives, transmits, stores, processes and displays information relevant to the needs of the clinic; that is, information on patient management and patient administration, as well as organizational information concerning the management and running of the clinic and information concerning laboratory and the schedule of employees. Description of the company The walk in clinic receives numerous patients a day with different requirements depending on their health needs. As the walk in clinic is open to serve all patients who walk in through the entrance, the need for a database management system becomes dire. The principal goal of the clinic’s database system can be defined as an information system which acts as the timely delivery of relevant needed information to the appropriate users in order to improve medical care. We identified the objectives of the our database as follows (a) Maintenance of clinically relevant, readily accessible medical data for each patient; (b) Satisfaction of the necessary administrative data for each patient; (c) Satisfaction of the communication needs of the hospital between different departments such as laboratory, administration and doctors information in terms of speed, accuracy and efficiency; Problems Difficulties in keeping a track of patients. Unauthorized Access Confidentiality of patient data. Duplication of records Decentralized control of the system. Difficulty keeping a track of employees. Services and laboratory tests rendered to patients. Appointments cannot be managed systematically. Updating existing data. Justification A DBMS would help the clinic in numerous ways ranging from keeping a track record of the patients, there personal contact information and health details to be stored into the clinic database system. Thus ensuring that, a returning patient’s file would be easy to access and quick. The DBMS at the clinic would also further help in assisting managing the staff and nurse’s on hand. Other than that it shows the current appointments, and the treatments and services offered by the clinic. The DBMS at the walk in clinic also helps in keeping a record of the doctors and the nurses on duty, and the doctors and nurses on call. The DBMS would also help the clinic of getting rid of redundancies and inconsistencies, another reason for using DBMS is that in conventional systems, availability of information is often poor since it is difficult to obtain information that the existing systems were not designed for. Through a DBMS the information can be accessed and retrieved easily as now all the information is centralized. One of the major reasons for using DBMS in walk in clinic is the security of information which cannot be enforced in a conventional system. This is a major requirement as there is a lot of confidential information about patient which needs to be secured. Another justification of using DBMS in this type of environment is the flexibility of DBMS which is not possible in a conventional system e. g. patient taking a specific treatment switches to an alternate treatment, it is easier to edit the data as all of the information is linked through relationships. We do not need to edit the data everywhere. Description of Database and Application Design In order to design application, we have to make sure that the database model is normalized. Let’s have a look at the flow chart diagram before designing a database. By looking at the flow diagram above we can see that there are s even entities required in order to operate the database system accordingly to meet our specified criteria. We created one sample query based on total visits per month and the details of the visit such as, who visited, what were the diagnoses, what are the services implemented and their charges. This query help to generate the report in order to calculate the total charges per month and the sub total at the end of the report. Database Application Utilization: As soon the application is utilized, it requires a password in order to access the database. The permission would be granted according to employee’s position and level access designated so they can do their duty but can not add or update the data they are not permitted. This secures the database management system and also helps the organization to keep customers record confidential. As we move forward after inserting the user name and password, the database will show the switchboard where administrator (employee) can click and run the application they want, such as patient visit form where it allows employee to register a visitation for customers and also book an appointment if they need any. Database Administration Issues One of the top issues of the administration is the accessibility of computer hardware. In the case of walk in clinic there will be only one entry level administrator at a time based on employee schedule. In order to provide security in depth, the administration username and password would be assigning to each administrator and in scenario of having human error we would be able to see who the employee was on that time and also be able to know the detailed actions applied by asking an employee in course of processing any entry. The confidentiality is still highest priority concern which would be resolve through the accessibility of permitted data by recognizing an authenticated user to it. One of the client’s concerns is the time efficient system or in other words easy and fast way to process entries, which is definitely getting resolved by this designed database system. The database system is allowing administrator to enter visit and appointment information in a same form which means they do not have to open a separate form in order to do both entries. Reports are the next factor which can definitely be designed as per client’s requirement and as it has mentioned above that to provide a sample look we created a query based report as per visit record in a monthly basis and the alculation per service charges of those visits. It also provides the employee schedule. Designing a large, complex, so that they satisfy established specifications is generally a difficult task. This is mainly due to the large number of parts, the interrelationships involved. Conclusion A major problem in the task of designing a database for the clinic has been the lack of an approp riate database as we mentioned earlier. The design methodology that we developed should help overcome some of the difficulties and meet the database requirements in an optimal way. The walk in clinic in this case was regarded as the major systemunder study. The database divides the functions of clinic into smaller partitions which are easier to handle and which simplify the procedures and the functions in a walk in clinic. This database can be successfully implemented in a walk in clinic. The strength of this database we developed is that with some modifications in the design and the relationships can be made according to the user specified requirements.