6 tasks (situations) Marketing
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Task 4
The management problem
When Jim McCann took over as president of 800-Flowers, he knew the firm for the delivery of flowers mired in debt, and its annual turnover is less than $ 1 million. The effectiveness of the company is largely dependent on the work of reclaimers orders and representatives of service delivery, but it is in these parts of the turnover was the highest. The problem was complicated by the seasonal demand for harakte¬rom flowers: in the peak season (Valentine's Day, Mother's Day), the company was required to 2,400 employees, and in normal times it was enough to 900 people. Identification of a company's competitiveness demanded by George. McCann develop strategies for working with the staff, taking into account fluctuations in demand, and gain high reputation assumed recruitment QUALIFICATIONS-fied employees in the department receiving the orders, and customer service.
As George. McCann find a "middle ground" - to create and maintain osnov¬nuyu group of highly qualified specialists and meet se¬ zone needs more workers? Can the human resources considered as part of the recovery strategy of competitiveness of 800-Flowers?
5 Activity
Ambulance Service
British public ambulance service provides services for the delivery of patients to hospitals in emergency cases, including victims of accidents (A & E) and normal patients in the daytime (PTS). We analyze the major communication developments in A & E in 1995
The procedure for handling incoming calls to A & E as follows. Received 999 call for help was transmitted to the operator at the nearest ambulance station. Manager pod¬robnosti recorded incident, in particular an address, and the patient's condition, and transmit this information to a senior manager who took the decision to send a free car. He contacted by radio with a team .....
Practicalities
What external changes affect the performance of ambulance services.
How would you describe the old system of communication?
What are the problems in communication between the ambulance staff may arise after the introduction of the new system?
6 Activity
Labor disputes BRITISH AIRWAYS
British Airways is an international company for all standards-there, and by 1990 she was the most popular and profitable aviakompa¬niey in the world. Since it has an extensive network and enjoys a prime location at Heathrow, the busiest airport in the world, it was pretty easy to get the most popular airline, while pre-Stich high profitability was much more difficult. The company had a surplus of staff, and it was necessary to take drastic measures:
The organization was adopted bureaucratic management style, wearing na¬ harm partnerships, and customer service adversely affected the company's reputation ... The number of employees has been reduced from 60 000 to 38 000 people. This was achieved by a combination of voluntary redundancies and natural wastage.
In order to keep the leading position in the market, the company launched the famous program for staff training in order to increase interest in customer service and quality .....
1. How do you think, really To inevitable situation where the pressure of international competition puts companies in a position where decisions must be made on a unilateral basis the guidance and do not have time to consult and search for a compromise negotiated with the union?
2. This case is an excellent example of what problems may arise if the two unions represent the interests of one and the same group of employees, competing with each other in attracting members. What would you do in such a situation now, not in 1989?
3. How accurate word Harvey Elliott in The Times reflects the general opinion of the current management practices?
The management problem
When Jim McCann took over as president of 800-Flowers, he knew the firm for the delivery of flowers mired in debt, and its annual turnover is less than $ 1 million. The effectiveness of the company is largely dependent on the work of reclaimers orders and representatives of service delivery, but it is in these parts of the turnover was the highest. The problem was complicated by the seasonal demand for harakte¬rom flowers: in the peak season (Valentine's Day, Mother's Day), the company was required to 2,400 employees, and in normal times it was enough to 900 people. Identification of a company's competitiveness demanded by George. McCann develop strategies for working with the staff, taking into account fluctuations in demand, and gain high reputation assumed recruitment QUALIFICATIONS-fied employees in the department receiving the orders, and customer service.
As George. McCann find a "middle ground" - to create and maintain osnov¬nuyu group of highly qualified specialists and meet se¬ zone needs more workers? Can the human resources considered as part of the recovery strategy of competitiveness of 800-Flowers?
5 Activity
Ambulance Service
British public ambulance service provides services for the delivery of patients to hospitals in emergency cases, including victims of accidents (A & E) and normal patients in the daytime (PTS). We analyze the major communication developments in A & E in 1995
The procedure for handling incoming calls to A & E as follows. Received 999 call for help was transmitted to the operator at the nearest ambulance station. Manager pod¬robnosti recorded incident, in particular an address, and the patient's condition, and transmit this information to a senior manager who took the decision to send a free car. He contacted by radio with a team .....
Practicalities
What external changes affect the performance of ambulance services.
How would you describe the old system of communication?
What are the problems in communication between the ambulance staff may arise after the introduction of the new system?
6 Activity
Labor disputes BRITISH AIRWAYS
British Airways is an international company for all standards-there, and by 1990 she was the most popular and profitable aviakompa¬niey in the world. Since it has an extensive network and enjoys a prime location at Heathrow, the busiest airport in the world, it was pretty easy to get the most popular airline, while pre-Stich high profitability was much more difficult. The company had a surplus of staff, and it was necessary to take drastic measures:
The organization was adopted bureaucratic management style, wearing na¬ harm partnerships, and customer service adversely affected the company's reputation ... The number of employees has been reduced from 60 000 to 38 000 people. This was achieved by a combination of voluntary redundancies and natural wastage.
In order to keep the leading position in the market, the company launched the famous program for staff training in order to increase interest in customer service and quality .....
1. How do you think, really To inevitable situation where the pressure of international competition puts companies in a position where decisions must be made on a unilateral basis the guidance and do not have time to consult and search for a compromise negotiated with the union?
2. This case is an excellent example of what problems may arise if the two unions represent the interests of one and the same group of employees, competing with each other in attracting members. What would you do in such a situation now, not in 1989?
3. How accurate word Harvey Elliott in The Times reflects the general opinion of the current management practices?