Free Essay

Munich Case

In: Business and Management

Submitted By thehaijon
Words 1619
Pages 7
PEC 3: CASA VIVA

1. ¿Qué es lo que diferencia a CASA VIVA de otras empresas de su sector?

Tomando como referencia el entorno competitivo y la situación del sector actual, hay que decir que CASA VIVA no tenía competencia durante los inicios de su actividad en 1955. Una década después la competencia se desarrollaba básicamente en Barcelona, y después aparecieron los hipermercados.

Esto conllevó al cierre de los almacenes populares, al no saber adaptarse. En la década de los noventa la competencia creció enormemente, existían entonces hipermercados, ferreterías, tiendas vendiendo los mismos productos en todas partes.

Lo que hizo Casa Viva con respecto a sus competidores fue una inversión idiosincrática, hizo un concepto de imagen totalmente nuevo, durante el primer año no se veían muchos cambios, pero fue a partir del segundo que Casa Viva empezó a reconocerse como una empresa innovadora y atractiva.

Ha logrado cambiar su competencia, se ha establecido en un mercado distinto, cuyos competidores son marcas líderes focalizadas en el hogar. CASA VIVA es mucho más competitiva en el área de Barcelona que en el resto de España.

CASA VIVA se especializa preferentemente a mujeres entre 25 hasta 55 años. No está establecida ni como una marca barata y de una calidad media, ni como una marca bastante cara en relación a su calidad. Sin embargo se caracteriza por una gran competitividad y por una imagen fiel e innovadora.

2. ¿Cuáles son sus actividades principales y cuáles son las secundarias?

3. Explica detalladamente cómo diseñarías un S.A.C. para CASA VIVA:

El S.A.C., Servicio de Atención al Cliente, se puede definir de manera clara pero amplia como todas las actividades que unen a una organización con sus clientes. Se pueden incluir en la definición actividades como las ventas, las relaciones públicas y publicidad.
Para diseñar un S.A.C para Casa Viva, lo primero que tendremos en cuenta son las tareas departamentales y las responsabilidades funcionales.
Las Responsabilidades funcionales: definiremos la política del servicio y los niveles del mismo para toda la empresa, se controlará el cumplimiento de cada nivel y realizaremos las acciones correctivas, y coordinaremos las actuaciones de los demás departamentos.
Las Tareas departamentales: tratarán las reclamaciones graves, el mantenimiento y utilización de los registros de las quejas, así como el control del personal del servicio posventa.

a. ¿Quién tendría la responsabilidad del S.A.C.?

La responsabilidad del Servicio de atención al cliente se le puede otorgar a un ejecutivo de primer nivel, a alguno de los departamentos ya existentes, al director general o si se ve viable al consejo de administración.

Casa Viva está creciendo constantemente, pero no tiene tantos recursos. Podría responsabilizar a otro directivo para dedicarse a temas más específicos, pero como es una empresa mediana, puede encargarse ella misma.

El objetivo es evitar conflictos internos. Los directivos y empleados tienen ya mucho trabajo que hacer. Si se pone un director externo, tendrá que hacer muchas más funciones cosas además lo del SAC. Sería más adecuado que viniera un asesor externo periódicamente, pero supervisado por el comité de Casa Viva.
b. ¿Cuáles serian las responsabilidades funcionales y tareas departamentales?

Las responsabilidades funcionales:

Consideramos importante que tenemos que concienciar al personal que actualmente trabaja en Casa Viva y los nuevos que se unirán para formar parte de S.A.C. Hay que informar de la importancia de ofrecer un buen servicio al cliente y de coordinar las actuaciones de todos los departamentos. Es la única forma de focalizar la empresa hacia el cliente.

Para llevar a cabo el objetivo es bueno realizar reuniones para formar al personal que esté en contacto constantemente con el cliente y así poder aumentar la eficacia a la hora de resolver problemas. El departamento de SAC se reunirá para realizar la política de servicio para ofrecer a los clientes. Se debe de seguir una continuidad para que todos trabajen conjuntamente.

Por ejemplo, si se hace una encuesta a los clientes para averiguar su satisfacción, hay que controlar que se lleven a cabo las nuevas acciones para realizar en un futuro un mejor servicio. Hay que definir con previsión quién y cómo se hará.

En el registro de quejas, toda la información quedará recogida en una base de datos y lo primordial será responder rápidamente. Esta información nos será útil para personalizar el trato con el cliente, y así lograr mantenerlos.

c. Define la Política:
Para ser eficiente debemos realizar una política que refleje los objetivos y propósitos que la empresa tenga para ofrecer al cliente y comunicarlo a toda la empresa, para que todos los trabajadores la tengan en cuenta. Hay que tener en cuenta una serie de pautas: 1. El cliente siempre tiene la razón: hay que informarles lo mejor posible y formar al personal para atenderles y satisfacerles de la mejor manera posible. Cualquier queja que tenga es fundamental la capacidad de respuesta, rapidez y eficacia. 2. Hay que conocer la necesidad de los clientes y es fundamental estar en contacto con el continuamente y ser capaz de dar respuesta siempre que la solicite. 3. Las reclamaciones se tratarán de forma rápidamente y atentamente. Se registrarán todas las reclamaciones y se evaluarán con respecto a las pautas del departamento. 4. Es aconsejable aumentar el personal cuando hay épocas de gran demanda.

4. Define el servicio genérico y haz una lista de servicios periféricos que podría tener la empresa.

Los servicios se pueden dividir de manera más útil en servicios periféricos y genéricos. Tanto uno como otro influyen en la satisfacción del cliente, pero en los periféricos es donde se acostumbra a sorprenderle más. En Casa Viva consta principalmente en atender, complacer a cualquier cliente, ofrecer asesoramiento, y así aumentar la calidad del servicio.

Hemos pensado en ejemplos de servicios periféricos:

• Servicio a domicilio, será cómodo para los que tengan problemas de desplazamiento, por ejemplo las personas discapacitadas, las personas de la tercera edad, etc.

• También se puede ofrecer parking gratuito para los clientes, ya que los productos para domicilio son productos que se tarda bastante en escoger y así les permite gozar más tiempo.

• Otra solución es una gran garantía para los productos que se venden, en caso que se fundan las bombillas, o en caso de mal estado debería devolverse el dinero o realizar un servicio post venta que le añada valor al producto.

La empresa está principalmente focalizada al cliente, buscando formas para satisfacerle y añadirle un valor a los productos a través del servicio de venta.

5. ¿Crees que CASA VIVA está enfocada hacia el cliente? Explica los motivos.

Lo que quiere Casa Viva es acercar sus servicios inmobiliarios al mayor número posible de clientes, día tras día se esfuerza en aumentar y mejorar constantemente sus servicios. En esta línea se encuentran todos los departamentos que tiene la empresa y así poder dar respuesta y resolver cualquier problema que el cliente nos solicite.

Hay que tener en cuenta la inversión que hizo la empresa cuando decidió modificar la imagen. Fue allí cuando actuó totalmente a su competencia y quiso diferenciarse, y empezó a centrarse en el cliente profundamente. Anteriormente la demanda ya estaba asegurada, las empresas vendían sus productos ya que la competencia era escasa y el exceso de demanda lo favorecía.

Pero actualmente, la balanza ha cambiado, está a favor del cliente, se le tiene que dar exactamente lo que el quiere, en caso contrario, no eres nada, te vas al garete. Hay un exceso de oferta, y para llevarte tú al cliente, estás obligado a centrarte a él.

Esta es la principal razón por la que te tienes que centrar en lo que el quiere y satisfacerle de la manera más gratamente posible. En caso que no lo satisficieras, el cliente no tiene problemas en cambiar de marca o lugar de compra.

6. Pon un ejemplo real que hayas vivido tu o un amigo o familiar, de mal servicio al cliente y otro de un buen servicio.

Este verano trabajando realizando pedidos (Terrasa), a un cliente se le dio un producto distinto del que pedía. Él demandaba unas bridas de un tamaño más grandes de las que les enviamos por error. El buen ejemplo fue que el comercial responsable de tal error y responsable del cliente, fue a la empresa (Sabadell) y le trajo la medida correcta tan pronto cuando se enteró, además haciéndole un descuento del 5% por error.

De aquí se aprende que cualquiera puede tener un error, pero en el fondo no importa mucho si es posible corregirlo al momento. Y es mucho mejor si el cliente queda satisfecho después de todo, y más si el producto correcto lo ha recibido al momento sin esfuerzo alguno.

Un mal ejemplo a veces puede tratar a los clientes todos por igual, lo que he visto que ha ocurrido ha sido fue recibir al pedido de un cliente, y como el ingreso era poco (menos de 100 euros) tomárselo con calma a la hora de enviar dicho pedido. El problema fue que el cliente lo necesitaba urgentemente. Les costó un cliente el no entregarle el producto a tiempo, porque al comercial responsable de ese cliente le parecía muy distante de la ubicación de la empresa.

A los clientes no se les puede tratar a todos por igual, se les tiene que tratar como si fueran lo fundamental, que de hecho lo son, son los que pagan los salarios a los trabajadores, porque el director general lo único que hace es distribuirlos. Sino hay clientes, la empresa se va al garete.

7. Además de responder a estas preguntas, anota las cuestiones y aspectos relacionados con el tema estudiado sobre los cuales tienes dudas y desea aclarar o bien sobre los que deseas hacer comentarios.…...

Similar Documents

Free Essay

Munich

...MUNICH 1. Marienplatz - Marien Square and the New Town Hall of Munich 2. Frauenkirche - Cathedral of Our Blessed Lady 4. The English Garden 5. Hofbräuhaus Restaurant 6. Viktualienmarkt - The Victuals Market 7. Residence Palace of Munich 8. Deutsches Museum - German Museum 10. Olympic Stadium of Munich 11. Allianz Arena 12. Neuschwanstein Castle Getting There: Take the local train to Füssen, then the bus RVA/OVG 73 in the direction to Steingaden / Garmisch-Partenkirchen or the bus RVA/OVG 78 in the direction to Schwangau until you reach the stop Hohenschwangau / Alpseestraße. SALZBURG Festung Hohensalzburg - The Salzburg Fortress, built in the 11th century, is a must, if only for the spectacular view of the city and the alpine peaks surrounding it. You can walk from the old town or take the funicular. There's lots to see inside the fortress, including torture chambers and a couple of museums. Take a stroll around the Old Town - Salzburg was declared a UNESCO World heritage site in 1996, and the old town is a joy. Stiftskerch St. Peter - Check out the catacombs behind the abbey built in 847. Mozart's House - Visit the Mozart-Wohnhaus at Makartplatz 8 where he lived from 1773 to 1787 Mozart’s Birthplace - Getreidegasse 9 Mirabell Gardens, Salzburg, Austria (Do-Re-Mi steps) Mondsee Cathedral, Mondsee, Upper Austria, Austria (Maria's wedding) Nonnberg Abbey, Salzburg, Salzburg, Austria (exteriors: abbey) Residenz Fountain, Residenzplatz, Salzburg,......

Words: 279 - Pages: 2

Premium Essay

Allianz Case

...IMD-1-0303 INTERNATIONAL 31.03.2011 ALLIANZ: FEELING THE HEAT OF UNCERTAINTY (A) IMD Research Associate Tania Braga prepared the revision of the case under the supervision of Aileen IonescuSomers, Director of the Forum for Corporate Sustainability Management at IMD and Professor Arturo Bris, as a basis for class discussion rather than to illustrate either effective or ineffective handling of a business situation. The original case “Feeling the Heat: Allianz and WWF pushing an industry towards climate change action” by Tania Braga, Aileen IonescuSomers and Professor Corey Billington won the Finance and Banking Award in the 2009 EFMD Case Writing Competition organized by the European Foundation for Management Development . MUNICH, GERMANY: AUGUST, 21 2007. Joachim Faber, CEO of Allianz Global Investors and member of the Allianz SE Management Board, reviewed the proposed terms for a threeyear agreement with WWF, the global NGO. He was eager to engage in this visionary initiative, aiming at pushing the financial industry action on climate change to the next level. To his knowledge, this was the first ever collaboration between an NGO and a financial services company with such a level of ambition. Looking back, he could see that Allianz had already consolidated its position as thought leader on the climate change arena and effectively contributed to raise awareness among major players of the financial industry. However, he felt that moving from thought leadership to......

Words: 3496 - Pages: 14

Premium Essay

Case

...The ‘English Patient’ and the Chinese takeaway: examining social responsibilities in the MG Rover collapse This case discusses the collapse of Britain’s last remaining major car manufacturer MG Rover in 2005, and the subsequent loss of 6,500 jobs in the former industrial heartland of the West Midlands. The case traces the role played by the firm’s directors as well as overseas car companies in the Rover collapse, and provides the opportunity to examine the nature of social responsibility, and the relative responsibilities of governments and corporations for safeguarding employment. The name Longbridge stands for nearly a hundred years of British car manufacturing. The huge site near Birmingham in the West Midlands area has been the stage for many of the peaks and troughs of automotive history in the UK. Once the birthplace of the sporty, Austin Healey, the legendary Mini, and the practical Metro, the site has also been associated in the 1970s with industrial unrest and union militancy. More recently, the plant had started to become a virtual synonym for industrial downturn and decay, and the reversal in fortunes of the British car industry. It was a history with ups and downs, but the plant seemed to be in for a bright future when in 1994 BMW took Longbridge over from the British car manufacturer Rover. Despite suffering from under-investment, BMW saw the Rover takeover as a suitable means of expanding its range of models beyond the luxury segment that it had become......

Words: 1368 - Pages: 6

Free Essay

Munich

...Marienplatz Das Hofbräuhaus in München München - Kirchen München - Schlösser, Tore und andere Gebäude *Schloß Nymphenburg * {draw:frame} Das Barockschloß mit seiner Gemäldesammlung und dem großzügigien Park ist eine der beliebtesten Sehenswürdigkeiten Münchens. Das Schloß war die ehemalige Sommerresidenz der bayerischen Herrscher und gehört mit seiner kunstvollen Inneneinrichtung und der vielbewunderten Schönheitsgalerie König Ludwigs des I. zu den beliebtesten Sehenswürdigkeiten Münchens. Der ursprüngliche Park hat viele alte Baumbestände, Bäche und Seen und verschiedene kleinere Parkschlösser wie die Pagodenburg oder die Magdalenenklause. In Nymphenburg gibt es außerdem das interessante Marstallmuseum, die Porzellansammlung, das Museum Mensch und Natur und gleich hinter dem Schloßpark den Botanischen Garten. *Schloß *Schleißheim Adresse: 85764 Oberschleißheim Tel: 089 / 315 87 20 Öffnungszeiten: täglich 9 - 18 Uhr Anfahrt: S 1 Richtung Freising, Haltestelle Oberschleißheim; Bus 292, jedoch nicht Sa, So und Feiertage Kurfürst Max Emanuels Versailles - Das Denkmal der Königsträume eines absolutistischen Barockfürsten und Galerieschloß eines leidenschaftlichen Kunstsammlers. Sendlinger Tor Eines der drei erhaltenen Tore der heute fast vollkommen verschwundenen mittelalterlichen Statdtbefestigung. Das Sendlinger Tor stammt aus der zweiten Befestigung Münchens unter Kaiser Ludwig dem Bayern und wurde ab 1318 errichtet. Es diente......

Words: 299 - Pages: 2

Free Essay

Puma Case Study

...Course: International Business Management Activity: Case Study Company: PUMA |1924: |Rudolf and Adolf Dassler incorporate their first shoe company. | |1948: |Rudolf Dassler sets up his own company Puma Schuhfabrik Rudolf Dassler. | |1950: |Puma had established export ties to the United States, | |1959: |Rudolf Dassler's wife and two sons become part owners of the Puma Sportschuhfabriken Rudolf Dassler KG. | |1962: |Puma shoes are shipped to almost 100 countries. | |1974: |Armin A. Dassler takes over as CEO. | |1986: |Puma goes public and company stock is offered on the Munich and Frankfurt stock exchanges. | |1989: |Armin and Gerd sold Puma to Cosa Liebermann for an unknown amount | |1991: |Swedish conglomerate Proventus AB becomes majority shareholder. | |1993: |30-year-old Jochen Zeitz takes over as CEO. | |1998: |Puma acquires 25 percent of Logo Athletic Inc. | |1999: |Monarchy/Regency becomes Puma's biggest single shareholder. A film and television production company, who | | |purchased a 12% share in | | |Puma. | |2003 |Puma re-launches Rudolf Dassler branded footwear collection in the collaboration with Alexander van Slobbe, | | |featuring iconic shoes such as the Sprint Logo | |2007 |Puma launches 360 degree Rudolf Dassler branded collection including footwear, apparel and accessories | Pumas Service: Puma has long-term mission of becoming the most desirable Sport lifestyle company. With that,......

Words: 1814 - Pages: 8

Premium Essay

Bosman Case

...Studies: The effects of the Bosman-case on the professional football leagues with special regard to the top-five leagues Bachelor Thesis Supervisor: Prof. Dr. Ramses A. Wessel Co-Reader: Dr. Tsjalle van der Burg Word count (Text only): 25686 Daniel Schmidt Helbecker Weg 30 58769 Nachrodt Germany daniel18schmidt@web.de Student number: s0146773 12.07.2007 1 Table of Contents: I List of Abbreviations…………………………………….………………….………………6 1.Introduction………...…………………………………………..…………….…..…………7 2. EU Sport politics and Sport Law……………………………………………...…...……9 2.1 Council of Ministers and Sport …………………………………….…,……10 2.2 The ECJ…………………………………………………………………....…….11 2.3 Walrave and Koch………………………………………………………….…..11 2.4 The Dona Case…………………………………………………..…………..….12 2.5 The legal situation for sport before the Bosman case……………..…...13 3.The Bosman Case………………………………………………………………….……..14 3.1 Transfer rules before Bosman…………………………………………….... 14 3.2 Jean-Marc Bosman………………………………………...………….……….15 3.3 The basic of the judgement ………...………………………………….…….16 3.4 Reactions of officials……………..………………………………….………..19 2 3.5 Ideas and outlooks of scholars for the future after the judgement…...20 3.6 Immediate results of the Bosman case……………..…………………...…21 4. Cases after Bosman…………………….…………………………………...…….…….22 4.1 The Lehtonen Case…………………………….……………………….……...23 4.2 Kolpak Case…………………………………………………………….……….24 4.3 Simutenkov......

Words: 36127 - Pages: 145

Free Essay

Case Analysis S7.1

...European market, AIAI needs to start the process of selecting a new site for its European warehouse/distribution center. The European headquarters for AIAI are located in Hamburg. The VP of Construction and Development in Dayton, Ohio asked the Hamburg office to do a preliminary site search based on five factors: location, geography, transportation, proximity to customers, and costs. The Hamburg office also found five potential sites in Dresden, Lodz, Hamburg, Gdansk, and Frankfurt. In addition, the Hamburg office forwarded information about these sites to the Corporate headquarters that include the forecasts of the number of containers shipped annually for each location: Vienna, 160; Leipzig, 100; Budapest, 180; Prague, 210; Krakow, 90; Munich, 120; and Frankfurt, 50. In order to assist AIAI with its site selection in Europe based on the five potential sites, there are a few techniques that are outlined in the text which will allow me to analyze the data. I utilized the load distance technique application (see Exhibit A), and the Center of Gravity technique (see Exhibit B) using the Operations Management Tools application in Excel. I started with the load distance technique to start my analysis on choosing the best site for AIAI in Europe. Load Distance Technique I concluded that the best way to approach this problem is to start with the load-distance technique. The work is shown in Exhibit A. This is more unique than the Center of Gravity model because this formula......

Words: 903 - Pages: 4

Premium Essay

Case to Case

...CASE STUDY 2 I. THE ARALIN TEACHER Mrs. Boots De Vola was assigned to teach the first section in third year level. She assumed that she is an effective and efficient teacher in Araling Panlipunan because of that. There are many teachers qualified and much deserving to teach the star section. Now, the students are complaining of the expenses regarding projects, special projects and the way she behave in classroom. II. HISTORY AND BACKGROUND OF THE FACTS Mrs. Boots De Vola have underwent the process of being LSB teacher, PSB teacher, before she was declared as regular teacher in Banana National High School. It has been five years that she handled Aralin in section one. There are congruency on each year complaint but since the students are afraid of failing her subject they remained quiet. I seldom hear news about her projects and the money she collected from her advisory class. Every single mistake has an specified amount to be collected as fine, but the students don’t know where these money will be spent. Another concern about Mrs. Boots De Vola is the way she handled and treated her students. She always nag and shout to students, for her it’s the way of disciplining her students. Some of the students chose to dropped schooling because they felt being degraded and they do not have money for everyday fine. Lately, a mother asked her about the special project of her son amounting one hundred thirty pesos. The project was properly discussed, but we found out that......

Words: 699 - Pages: 3

Free Essay

Siemens Case Study

...Siemens AG is a German multinational engineering and electronics conglomerate company headquartered in Berlinand Munich. It is Europe's largest engineering company and maker of medical diagnostics equipment and its medical health-care division, which generates about 12 percent of the company's total sales, is its second-most profitable unit behind the industrial automation division. Siemens' principal activities are in the fields of industry, energy, transportation and healthcare. It is organized into four main divisions: Industry, Energy, Healthcare, and Infrastructure & Cities. Siemens and its subsidiaries employ around 360,000 people across nearly 190 countries and reported global revenue of approximately €78.3 billion in 2012. The company has been the subject of a number of controversies in its history. There were a series of scandals that involved some of the company's employees bribing foreign officials to gain contracts and creating slush funds for this purpose. In 2008, it was revealed that Siemens had bribed the two main political parties of Greece for approximately 10 years to be the sole provider of mechanical and electrical equipment of the Greek state. After the exposure the German authorities moved to arrest the representatives of Siemens in Greece, who had managed to escape from the Greek authorities. The German judicial system didn't allow the Greek authorities to cross-question the representatives. As a result, there wasn't any solid evidence against the...

Words: 655 - Pages: 3

Premium Essay

Case

...Case study notes This case has been updated to include the Apple iPad. Principally this is case explores the issue of licensing and how successful firms can become unsuccessful. It is not a case about Apple and why it has become successful. This case study explores the rise of the Apple Corporation. The Apple iPod is one of the most successful new product launches in recent years, transforming the way the public listens to music, with huge ramifications for major record labels. More than 50 million MP3 players are expected to be sold in 2005; over a third more than last year. Mobile phones have long been regarded as the most credible challengers to MP3 players and iPods. The launch of digital download services via mobile phones illustrates the dramatic speed of convergence between the telecom and media industries, which many observers expect to usher in a new era of growth for mobile phones. Users are willing to pay more for additional services and many analysts predict that mobile phone handsets will eventually emerge as the dominant technology of the age, combining personal organisers, digital music players and games consoles in a single device. Indeed, Microsoft founder Bill Gates has predicted that mobile phones will supersede the iPod as the favoured way of listening to digital music. The launch of the Apple ipad in 2010 makes this case even more topical. This should form the basis of supplementary questions at the end of the case: How will the iPhone succeed? What......

Words: 16512 - Pages: 67

Premium Essay

Case

... Auditing Cases An Interactive Learning Approach FIFTH M F S D E D ITIO N S. B A. B M. G F. P Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo Editor in Chief: Donna Battista Acquisitions Editor: Stephanie Wall Editorial Project Manager: Christina Rumbaugh Senior Managing Editor: Cynthia Zonneveld Production Project Manager: Carol O'Rourke Senior Operations Supervisor: Diane Peirano Printer/Binder: BindRite Graphics, Robbinsville Credits and acknowledgments borrowed from other sources and reproduced, with permission, in this textbook appear on the appropriate page within text. Copyright © 2012, 2009, 2006, 2003, 2000 by Pearson Education, Inc., publishing Prentice Hall. All rights reserved. Manufactured in the United States of America. This publication is protected by Copyright, and permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. To obtain permission(s) to use material from this work, please submit a written request to Pearson Education, Inc., Permissions Department, One Lake Street, Upper Saddle River, New Jersey 07458, or you may fax your request to 201-236-3290. Many of the designations by manufacturers and sellers to......

Words: 139985 - Pages: 560

Premium Essay

Case Analysis

...Week 3: Case Analysis Assignment: Apple Inc. Geraldo Moraes DeVry University BUSN-412 Business Policy Professor Raef Assaf CASE ANALYSIS ASSIGNMENT: APPLE INC. Apple Inc. designs, makes, and markets mobile communication and media gadgets, PCs, convenient advanced music players, and offers a mixed bag of related programming, administrations, peripherals, organizing arrangements, and outsider computerized substance and applications (Dess, G., Lumpkin, G., & Eisner, A. 2012). Its items and administrations incorporate iPhone, iPad, iPod, Mac, iPod, Apple TV, an arrangement of customer and expert programming applications, the iOS and OS X working frameworks, iCloud, and frill, administration and bolster offerings. According to the case study, Apple Computer was established in Mountain View, California, on April 1, 1976, by Steve Jobs and Steve Wozniak. Jobs was the visionary and advertiser, Wozniak was the specialized virtuoso, and A. C. "Mike" Markkula Jr., who had joined the group a while prior, was the businessperson (Dess, G., Lumpkin, G., & Eisner, A. 2012). Employments set the mission of engaging people, one person, one PC, and doing as such with polish of configuration and savage tender loving care. In 1977 the first form of the Apple II turned into the first PC standard individuals could utilize right out of the case, and its moment achievement in the home market brought on a processing upheaval, basically making the PC business. By 1980 Apple was the......

Words: 1988 - Pages: 8

Premium Essay

Case Study

...CASE STUDY I.2 Manchester United: still trying to establish a global brand Manchester United (abbreviated as ManUtd, www.manutd.com) has developed into one of the most famous and financially successful football clubs in the world, being recognized in virtually every country, even those with little interest in the sport. Real Madrid has displaced ManUtd from the pole position in Deloitte’s football money league. The list, which has been running for the last 9 years, identifies the top 20 clubs in terms of revenue. The top five in 2008 were: Real Madrid with 3365.8 million, Manchester United (3324.8 million), FC Barcelona (3308.8 million), Bayern Munich (3295.3 million) and Chelsea (3268.9 million) (Deloitte, 2009). Having won the Premier League and Champions League in 2007/08, United would have overtaken Real Madrid at the top of the Deloitte Football Money League had it not been for the depreciation of the pound. The top 20 clubs now generate more than three times the combined revenue of the clubs in the first Money League publication in 1996/97. The most valuable US sport teams, the National Football League’s Washington Redskins and baseball’s New York Yankees, are both worth somewhat more but more than any US sports team, ManUtd has built a global brand. Since the mass commercialization of football in 1992, Manchester United has unquestionably been the team to beat. In the past 16 seasons, it has collected 10 Premier League titles, four FA Cups and two Champion League......

Words: 1907 - Pages: 8

Premium Essay

Convergys Case

...Customer Information Strategy Convergys Case 1. Convergys, a leader in contract-based business process outsourcing services, has been successful in acquiring high-profile customers (e.g. Verizon, FedEx & Starbucks, among others) across a wide variety of industries. Despite Convergys’ impressive customer list, the company has seen its operating margin decrease about 20% over the past 5 years. Key decision makers within the company believe that this decline is due, at least in part, to issues relating to client retention and acquisition strategies. At present, Convergys classifies its customer accounts into 3 tiers: A, B & C. “A” customers are considered to be of highest value, followed by “B” and “C” customers. Although the idea of internally segmenting customers to most effectively allocate company resources (to maximize profit) is sound, the segmentation strategy ought to be well designed and it must incorporate metrics that reflect specific attributes of the industries being served, while at the same time aligning with Convergys’ overall philosophy and business objectives (such as growth, for example). As evidenced by the continuous decline in Convergys’ operating margins over the past 5 years, contrasted with the high quality service it provides and the growth of the specific companies and industries it services, it is apparent that Convergys’ approach to growth is not particularly effective. In this case analysis, we will provide recommendations on strategies......

Words: 10236 - Pages: 41

Premium Essay

Case Case

...Case Analysis - FPL Energy FPL Energy is one of the nation’s leading independent generators of electricity. Dedicated to generating clean energy, 80 % of its capacity is fueled by clean and renewable resources. The United States is the nation with the largest generator of wind energy, and it operates the two largest solar fields in the world. FPL Group, with annual revenues of more than $8 billion, is one of the nation's largest providers of electricity-related services. Its principal subsidiary, Florida Power & Light Company, serves approximately 3.9 million customer accounts in Florida. FPL Energy, LLC, and FPL Group energy-generating subsidiary, is a leader in producing electricity from clean and renewable fuels. 2. Historical Overview FPL Group is a far different company today than the one Jim Broadhead joined in January of 1989 when he became president and chief executive officer. FPL Group was then engaged in a number of businesses unrelated to its core electric skills, including insurance and financial services, real estate, cable television, and agriculture. The company's principal subsidiary, Florida Power and Light, was considered a well-managed utility with an emphasis on quality. However, the utility's spiraling costs had resulted in electric rates among the highest in the Southeast. Today, FPL Group is nationally known as a high quality, efficient, and customer-driven organization focused on energy-related products and services. With a......

Words: 3471 - Pages: 14

THE PEDESTRIAN ASSIGNMENT - 623 Words | Distance: les plus proches | Advertiser