The Vice President, the Product Manager and the...

The Vice President, the Product Manager and the Misunderstanding 1. Effect of Smith’s outburst on the other managers at the meeting. There is a conflict in this situation. The Vice President Mr. Nick Smith, reprimanded Tom Brewster directly when he failed to answer questions asked by him. Smith’s outburst definitely had an effect on the other managers at the meeting. A conflict is a disagreement within the context of an organisational setting, between individual members, groups or departments or between employees and the organisation. There is an individual conflict between the Vice President and the assistant Product Manager. The managers were not motivated during the meeting and this is likely to reduce their productivity in the†¦show more content†¦Smith is verbally assertive and an effective communicator. This quality helps him influence the group effectively. During the meeting, he asks probing questions and confronts Brewster. After the meeting, he finds the right words to tell Brewster in order to heal the wound he created in him. This quality makes Smith an effective leader and i would therefore work for him. Smith has problems with the workforce diversity. At first he sees Brewster as a young man who has no knowledge about his group of products. Smith working for me means that he will not want young people who have little work experience to work with him. This will be a problem which might arise. From the discussion above, if Smith was working for me, i would make him the leader of the group. Working for Smith If Smith was my employer, he would expect nothing short of the set targets. I would therefore strive to achieve those targets to avoid confrontations. Smith is a person who sometimes is unable to control his emotions. He overreacts when he sees a problem which can amicably be solved through communication. This means that it will be difficult to work for Smith. 5. How Smith defines Brewster’s responsibilities as an assistant product manager? Smith Brewster the responsibility of criticising actions of the top level managers. This means that Brewster should have his say when it comes to decision making in theShow MoreRelatedThe Vice President, the Product Manager and the Misunderstanding2961 Words   |  12 PagesCase Analysis THE VICE PRESIDENT, THE PRODUCT MANAGER AND THE MISUNDERSTANDING Point of View: Glenda V. Nano MM/HRM Problem Situation: The performance of the new assistant product manager will be affected because of the vice president and the product manager misunderstanding. The San Miguel Corporation has a meeting for planning marketing strategies. It was participated by product managers and other staff. After the meeting began, Butch Abelos the vice president and the presiding officerRead MoreUsing The Cv And Sv Calculations Can Be Misleading1504 Words   |  7 Pageswork is being done at a slower rate than planned. As illustrated in the two tables in Appendix A, the CV and SV calculations are negative. The comments that were made by the vice president about the current variances of the project were correct by solely using the values within the tables in Appendix A. Even though the vice president’s comments about the CV and SV were accurate, these values do not accurately portray the current status of the project. To better examine the financial data for theRead MoreFailure and Fast Track Project619 Words   |  3 Pagesgeneration of products and technologies. But after two high profile new product failure, the unit had lost confidence. By 2006, it was losing $6 million annually. Peter Vyas, manager of filtration unit has to decide whether to support or reject the request for $2 million in funding for RIMOS (residential irrigation mini-oxidation system) even after failing twice on earlier generation products. 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Features of Inter-Organizational Network Essay - 4130 Words

FEATURES OF INTER- ORGANIZATIONAL NETWORK Abstract: This paper tries to study the different aspects of Inter-Organizational Network through literature survey method. It concentrates on the core reasons for forming networks from two different perspectives (transactional and sociological). The elements of network formation are identified dividing them into essential and facilitating factors. It discusses effects of inter-organizational network on the industry. The paper also highlights the feature of knowledge transfer in organizations through networks. Lastly, it tries to focus on the possible impacts that the formation of networks can have on Human Resource Management functions of the networked organization. The paper concludes by†¦show more content†¦Because, the contractual and process elements that help in forming networks might vary from industry to industry. 3 5. Process of network formation- Inter – organizational network, as a distinct from personal network of entrepreneurs have been discussed by O’donell (2001). The factors those are responsible for the process of Inter-organizational network have been divided into- Reciprocity, Legitimacy, Stability and Resources, according to Kimberly (2005). i) Among the four factors, Reciprocity is considered as necessary condition. The other three factors are facilitators in the network formation process. The might be present at the time of network formation or they can be developed in the early stages of network formation. The main objective of the Inter-organizational network is the accomplishment of collective goals for the participating organizations. The goals require inputs or contributions from other organizations, as no single organization is capable of achieving the goals on its own. The organizations, connected through network, derive benefits from other organizations’ structures. The benefit derived from joining an organization is must also be greater than the cost involved. Otherwise, a single organization does not derive any incentive from joining inter-organization network, choosing over individual goals and objectives. ii) Legitimacy is the first of the three facilitating factors. It is essential toShow MoreRelatedStrategic Alliances : The Formation Of Alliances1259 Words   |  6 Pagesto develop strategic alliances: optimizing transaction cost, learning new processes and skills (organizational knowledge), and enhancing competitive position or market power. Second, the governance structure of alliances. For Gulati, strategic alliances governance vary in terms of the degree of hierarchical elements they embody and the extent to which they replicate the control and coordination features associated with the organizations that participate in the alliances. 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Relevant Tax Residents Residing In Australia-Myassignmenthelp.Com

Question: Discuss About The Relevant Tax Residents Residing In Australia? Answer: Introduction: The report mainly focuses in identifying the residential condition of Jenny in both 2015-2016 and 2016-2017 fiscal years. Therefore, the overall staying condition and decisions that is made by Jenny in Australia during the period of the state is evaluated, which could help in determining whether she is a resident of Australia or not. This determination of the overall residential condition is mainly essential, as Australian taxation authority takes relevant tax from residents residing in Australia. Furthermore, lump sum amount is also evaluated, which could help in determining whether the income is assessable income or not. Detecting whether Jenny is resident of Australia or not The situation mainly arises when relevant residential condition of Jenny needs to be evaluated, which is essential for identifying her current residential condition. Furthermore, Jenny was staying hotels for 3 months, after which she rented house near the office for joining it Australian division. Moreover, under section 995-1 of ITAA 1997, Australian residence that resides in the country are liable to pay the relevant Income Tax on the income generated in the current fiscal year[1]. According to the Australian taxation authority, residential condition of an individual could be identified in three distinct ways. This determination of the residential condition is essential for imposing the relevant Income Tax, which needs to be imposed on individuals working and residing in Australia. There are different types of residential test mentioned Under Residency test section 6(1) of ITAA 1936, which could help in identifying residential status of Jenny in Australia[2]. Relevant facts of Jenny could be analysed, which could help in identifying her residential condition. Jenny's singer and has no dependent Jenny is originally working in Hong Kong Jenny has temporarily travelled in Australia for 3 months staying in different hotels Jenny has entered in Australia on 25th April 2016 For the work related purpose Jenny has been travelling to different cities in Australia Currently Jenny has accepted for working in Australia for 9 months Jenny has rented a flat near the office for the purpose are staying in Australia for 9 months Jenny has been transferring all the personal belongings to Australia Jenny has a limited travel plan, where She goes out every week from Sydney due to work related measure Ordinary residence test: Ordinary residence test is mainly considered to be one of the first primary tests that need to be conducted for determining residential condition of an individual. With the help of ordinary residence test, it is determined whether an individual is liable to pay all the relevant Income Tax to the Australian government. Evaluation of the situation mainly states that journey in the first half of 2016 was mainly travelling in hotels for 3 months period.This does not consider that Jenny is an ordinary residence of Australia, which states that different residential test could be used to identify the residential condition of Jenny[3]. 183-day rule: The other residential identification method is the 183-day rule, which is mainly used in identifying the relevant residential condition of an individual living in Australia for conducting business in Australia. The main criteria of the test is to determine whether an individual have decided in Australia for more than 183 days. This rule is mainly essential as it allows the Australian government to tax individual who stay in the country throughout the year for business purposes. Currently, Jenny is staying only for 3 months that is 90 days, which does not comply with the 183-day rule test, which is used in identifying residential condition of an individual. Therefore, under the 183-day rule overall residential condition of Jenny is not confirmed as an Australian citizen for the year 2015-2016[4]. Domicile Test: Under the Domicile Test individuals, residential condition is evaluated, and their intention for residing in the country is estimated. Therefore, under the domicile test if an individual is considered positive then he/she needs to be relevant taxes to the Australian government. The evaluation of Jennys case mainly indicates that she does not have any kind of residence place for the first 3 months. This mainly indicates that the domicile test is negative for Jenny's case and she is considered a non-resident of Australia[5]. Superannuation Test: Superannuation test is mainly considered one of the last tests that need to be conducted by the Australian government to consider whether the individual comes under the Australian taxation bracket.The super animation test is mainly used for individuals that have been employed by the government and working outside the country. Therefore, this test mainly helps in identifying the relevant residence that needs to pay the income tax to the Australian government. However, Jenny is not considered to be under any kind of Government Employment, which exempts her from the superannuation test[6]. From the evaluation of the entire relevant residential test that is used in Australia, Jenny is not considered to be a resident of Australia under any circumstances for the year 2015-2016. Therefore, it could be understood that no relevant Income Tax needs to be paid by Jenny to the Australian government, as she is not considered a resident of the country[7]. Ordinary residence test: The relevant evaluation is mainly conducted for the fiscal year 2016-2017, where the residential condition of Jenny is mainly identified. The ordinary residence test mainly indicates that Jenny is not considered a permanent residence of Australia, which directly nullifies the ordinary residence test. Hence, other measures of calculating the residential status of Jenny needs to be evaluated, which would help in determining whether adequate Income Tax needs to be paid by Jenny or not.Under the Australian taxation office TR 98/17 the different factors that need to be evaluated for identifying the residential condition. Moreover, different cases such as IRC v Lysaght [1928] AC 234 and Levene v IRC [1928] AC 217 could be used in evaluating the residential condition of an individual[8]. The cases could be used in evaluating the residential condition of Jenny and whether she should relevant Income Tax according to the ordinary residence test. 183-day rule: The evaluation of jennys case under the 183-day rule could help in identifying her actual residential position. Therefore, the evaluation would mainly help in identifying whether Jenny is liable to pay the income tax to the Australian government for the fiscal year 2016-2017. Jenny from July 2016 as rented residential plot for staying in Australia for 9 months, which is required by the company where she works[9].This directly indicates that Jenny is going to live more than 183 days in Australia with certain gaps that will be conducted by short trips. In addition, relevant cases such as Dempsey and Commissioner of Taxation (2014) AATA 335 and the Engineering Manager and Commissioner of Taxation (2014) AATA 969 mainly states the actions that need to be taken by individuals that comply with in 183 days. Therefore, it could be understood that under the 183-day rule Jenny is considered resident of Australia, where she needs to be relevant income tax to the Australian government. There are certain exemptions 183 day test results, exemption is if Jenny states that she does not want to stay in Australia then new 183 day test is nullified. In addition, there is no confirmation from Jenny that she wants to reside in Australia not, where it is assume that Jenny is considered a resident of Australia and needs to be all the relevant income tax imposed by the Australian government[10]. Domicile Test: Under the Domicile test, it is considered that Jenny has rented one of the apartments near the office, which directly States no intentions of staying in Australia for longer duration. The Domicile test mainly evaluates whether an individual is willing to stay in Australia for more period and intense to become resident of that country[11]. Therefore, under the domicile text Jenny has complying with the requirements, as she is rented one of the apartments for living in Australia for a short duration. Superannuation Test: Jenny is not considered under the superannuation test, and she does not work for Australian government and is residing outside the Australian premises[12]. Thus, from the evaluation it could be identified that Jenny for the first three month is not considered a resident of Australia, as she does not fulfil any kind of residential test. However, under the Domicile test and 183 day test, for the next 9 months Jenny is considered a resident of Australia. This mainly indicates that relevant income tax needs to be paid on the incomes that are generated on the stipulated period[13]. Mentioning about the lump sum amount of $400,000 and the salary of $100,000 Under s 6-5 of ITAA97, relevant income is mainly identified as ordinary income, which is taxable under the income tax method. Moreover, certain cases are there which could be used in identifying the accessible income of an individual. Under FCTv Woite (1982) 13 ATR 579, individuals over on income identified. In the current scenario the individual is provided with 100,000 salaries which directly come under the assessable income, where relevant Income Tax needs to be paid to the Australian government[14]. The individual for changing the job position receives certain other incomes. The income of 400,000 is the main issue it needs to be evaluated and identified whether it comes under assessable income or not. The evaluation of cases such as Woite and Jarrold v Boustead (1963) 41 TC 701, and Brent v FCT (1971) 125 CLR 418 could mainly be helpful in identifying whether the lump sum income is a part of assessable income or not[15]. There is no exclusive right that is provided to the person handing over 400,000, which directly states that the amount comes under ordinary income. Before it could be understood that the overall payment of 400,000 directly comes under assessable Income, where relevant Income Tax needs to be paid by the individual. The evaluation of case Smith v FCT (1987) 19 ATR 274 mainly states that relevant test could be conducted to identify whether an income taxable income or not. Therefore, both the annual salary and lump sum amount is considered under section 6-5 of the assessable income[16]. Conclusion: From the valuation of the overall assignment, relevant residential test can be identified which can help individuals to detect whether they are liable to pay income tax in Australia. However, Jenny is mainly considered a resident of Australia by using two test such as domicile test and 183-day test. This is mainly helps in identifying a residential condition of Jenny for the next 9 months starting from July. Therefore, the lump sum amount that is identified assignment also needs to be considered under assessable Income, as individual is not providing any kind of valuable goods of the money. Hence, the overall lump sum amount will be considered under Income Tax, where relevant taxes need to be paid for that income. References: Ato.gov.au. (2017).Work out your tax residency. [online] Available at: https://www.ato.gov.au/Individuals/International-tax-for-individuals/Work-out-your-tax-residency/ [Accessed 12 Sep. 2017]. Chomik, R. and Piggott, J., 2014. Means testing pensions: The case of Australia.Michigan Retirement Research Centre Policy Brief, Michigan Retirement Research Centre, University of Michigan. Chomik, R., Piggott, J., Woodland, A.D., Kudrna, G. and Kumru, C.S., 2015. Means testing social security: Modeling and policy analysis. Creagh, S., 2014. National standardised testing and the diluting of English as a second language (ESL) in Australia.English Teaching,13(1), p.24. Doherty, P.D., Baxter, J.M., Godley, B.J., Graham, R.T., Hall, G., Hall, J., Hawkes, L.A., Henderson, S.M., Johnson, L., Speedie, C. and Witt, M.J., 2017. Testing the boundaries: Seasonal residency and inter-annual site fidelity of basking sharks in a proposed Marine Protected Area.Biological Conservation,209, pp.68-75. Ferguson, S., Giuseppi, C. and Australia, T.A., 2017. Submission to the Department of Immigration Border Protection. Graham, M., McKenzie, H., Lamaro, G. and Klein, R., 2016. Womens reproductive choices in Australia: Mapping federal and state/territory policy instruments governing choice.Gender issues,33(4), pp.335-349. Knoch, U., 2017. Research in language assessment.Language Teaching,50(1), pp.138-142. McKinley, D.W., Hess, B.J., Boulet, J.R. and Lipner, R.S., 2014. Changes in certification requirements and examinee characteristics are likely to influence the validity of the evidence associated with interpretations made based on test data. We examined whether changes in Educational Commission for Foreign Medical Graduates (ECFMG) certification requirements over time were associated with changes in internal medicine (IM) residency program director ratings and...Advances in Health Sciences Education,19(1), pp.129-142. McMillan, K., 2017. Affective integrationand access to the rights of permanent residency: New Zealanders resident in Australia post-2001.Ethnicities,17(1), pp.103-127. McNamara, T., Khan, K. and Frost, K., 2015. Language tests for residency and citizenship and the conferring of individuality.Challenges for language education and policy: Making space for people, pp.11-22. Mytaxresidency.com. (2015).Australian Tax Residency: a rare win for the taxpayer` | MyTaxResidency.com. [online] Available at: https://mytaxresidency.com/Recent-ruling-provides-Australian-expats-with-hope-for-non-residency-claims [Accessed 12 Sep. 2017]. Robertson, S., 2017. Infrastructures of insecurity: Housing and language testing in Asia-Australia migration.Geoforum,82, pp.13-20. Rumsey, M., Thiessen, J., Buchan, J. and Daly, J., 2016. The consequences of English language testing for international health professionals and students: An Australian case study.International journal of nursing studies,54, pp.95-103. Tizi, S. and Nixon, R.L., 2016. Patch testing in Australia: Is it adequate?.Australasian Journal of Dermatology,57(3), pp.192-198. Zanardo, N., Parra, G.J. and Mller, L.M., 2016. Site fidelity, residency, and abundance of bottlenose dolphins (Tursiops sp.) in Adelaide's coastal waters, South Australia.Marine Mammal Science,32(4), pp.1381-1401. [1] Ato.gov.au. (2017).Work out your tax residency. [online] Available at: https://www.ato.gov.au/Individuals/International-tax-for-individuals/Work-out-your-tax-residency/ [Accessed 12 Sep. 2017]. [2] Mytaxresidency.com. (2015).Australian Tax Residency: a rare win for the taxpayer` | MyTaxResidency.com. [online] Available at: https://mytaxresidency.com/Recent-ruling-provides-Australian-expats-with-hope-for-non-residency-claims [Accessed 12 Sep. 2017]. [3] Robertson, S., 2017. Infrastructures of insecurity: Housing and language testing in Asia-Australia migration.Geoforum,82, pp.13-20. [4] Doherty, P.D., Baxter, J.M., Godley, B.J., Graham, R.T., Hall, G., Hall, J., Hawkes, L.A., Henderson, S.M., Johnson, L., Speedie, C. and Witt, M.J., 2017. Testing the boundaries: Seasonal residency and inter-annual site fidelity of basking sharks in a proposed Marine Protected Area.Biological Conservation,209, pp.68-75. [5] Ferguson, S., Giuseppi, C. and Australia, T.A., 2017. Submission to the Department of Immigration Border Protection. [6] McNamara, T., Khan, K. and Frost, K., 2015. Language tests for residency and citizenship and the conferring of individuality.Challenges for language education and policy: Making space for people, pp.11-22. [7] Zanardo, N., Parra, G.J. and Mller, L.M., 2016. Site fidelity, residency, and abundance of bottlenose dolphins (Tursiops sp.) in Adelaide's coastal waters, South Australia.Marine Mammal Science,32(4), pp.1381-1401. [8] Rumsey, M., Thiessen, J., Buchan, J. and Daly, J., 2016. The consequences of English language testing for international health professionals and students: An Australian case study.International journal of nursing studies,54, pp.95-103. [9] McKinley, D.W., Hess, B.J., Boulet, J.R. and Lipner, R.S., 2014. Changes in certification requirements and examinee characteristics are likely to influence the validity of the evidence associated with interpretations made based on test data. We examined whether changes in Educational Commission for Foreign Medical Graduates (ECFMG) certification requirements over time were associated with changes in internal medicine (IM) residency program director ratings and...Advances in Health Sciences Education,19(1), pp.129-142. [10] Tizi, S. and Nixon, R.L., 2016. Patch testing in Australia: Is it adequate?.Australasian Journal of Dermatology,57(3), pp.192-198. [11] Knoch, U., 2017. Research in language assessment.Language Teaching,50(1), pp.138-142. [12] McMillan, K., 2017. Affective integrationand access to the rights of permanent residency: New Zealanders resident in Australia post-2001.Ethnicities,17(1), pp.103-127. [13] Chomik, R. and Piggott, J., 2014. Means testing pensions: The case of Australia.Michigan Retirement Research Centre Policy Brief, Michigan Retirement Research Centre, University of Michigan. [14] Graham, M., McKenzie, H., Lamaro, G. and Klein, R., 2016. Womens reproductive choices in Australia: Mapping federal and state/territory policy instruments governing choice.Gender issues,33(4), pp.335-349. [15] Chomik, R., Piggott, J., Woodland, A.D., Kudrna, G. and Kumru, C.S., 2015. Means testing social security: Modeling and policy analysis. [16] Creagh, S., 2014. National standardised testing and the diluting of English as a second language (ESL) in Australia.English Teaching,13(1), p.24.

Restaurant satisfaction free essay sample

Restaurant Customer Satisfaction Surveys Can Keep Your Customers Coming Back Keep your customers coming back and recommending your restaurant to others with help from restaurant customer satisfaction surveys. Restaurant customer satisfaction surveys give you quantitative insight into the opinions and attitudes of your customers. You’ll obtain facts about what they want, what they expect, and if they plan to return to your restaurant again. If results show that your restaurant does not meet your customers’ expectations, you’ll know exactly what areas to target for improvement. Whether you own a fast-food restaurant, a dine-in establishment, or a chain of restaurants, Infosurv’s restaurant survey measuring customer satisfaction can provide you with valuable data you can use to make better business decisions. Gauging satisfaction with a restaurant customer survey can tell you about the demographics of your customers as well as give you insight into what they really think about: Food quality Menu selection Menu pricing and value Waiting times Promptness of service Professionalism and friendliness of server(s) Server’s knowledge of menu Decor Restaurant location Overall restaurant experience By assessing the wants and needs of customers – and then acting upon them – restaurants have continually found that satisfaction surveys encourage: Repeat business Positive feelings towards the restaurant because they showed that they cared about customer opinions Increased recommendations by current customers Increased spending within the restaurant Whether you need a restaurant satisfaction survey designed from scratch exclusively for your customers, or have an existing survey that needs to be administered, Infosurv takes extraordinary measures to ensure validity, reliability and bias reduction. We will write a custom essay sample on Restaurant satisfaction or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Our goal is to help you compose a highly relevant survey instrument that will yield sound and valid conclusions while achieving the maximum survey response rate possible. Learn More About Restaurant Customer Satisfaction Surveys From Infosurv To learn more about restaurant customer satisfaction surveys and the Infosurv Experienceâ„ ¢ please download our brochure. What Makes Customer Satisfaction Research Useful? Capture customer feedback and use the data to set business priorities. Mar. 25, 2008By Marian Singer, partner, FiveTwelve Group Ltd. Much has been written in the last couple of years about the promise of customer satisfaction research (CSR) to improve performance or shorten development cycles for businesses and organizations. This work is particularly germane in North America, where growth in many industrial and commercial markets is peaking and companies are scrambling for competitive advantage. The concept is simple: capture customer feedback and use the data to set business priorities. Customer satisfaction data is routinely gathered to support continuous improvement programs like TQM, ISO and Six Sigma. The answers to the questions How are we doing? and What should we do better? are the building blocks of a customer relationship based on measurable value. Answered correctly, they track improvements in the business relationship and identify areas for improvement. However, translating the answers into meaningful actions is difficult. The issue is not whether or not you are getting information about customer satisfaction; it is whether or not you are using information about customer satisfaction to act differently. Generally, two factors cause weak CSR: uninvolved stakeholders and useless data. Lets explore what makes CSR useful. An engineered products manufacturer had recently been purchased by investors seeing promise in their technological leadership. Research was commissioned to help the new team understand current satisfaction and long term business durability. They were shocked to find that more than 90% of the business was at risk. While sales teams showcased and closed many initial orders, lengthy start-ups, late shipments and poor quality pushed customers away once they had adopted the technology. The manufacturer was, in essence, training customers to prefer the technology on behalf of their competition. Employees were frustrated too. They had heard complaints but hadnt digested the consequences. Out of necessity, they assumed ample supply of new customers to replace the disgruntled ones. The costs associated with lost business hadn? t been clear. The team dove into the research, put answers into context, mined new feedback, and made survey adjustments even while they collected more information. They isolated common themes, asked why, and tested actions steps to recover the business. In the end, improved communication systems solved internal conflicts and kept customers in the loop. Investments in new secondary operations simplified customers processes and improved predictability. With these changes, the manufacturer was able to recover tenuous relationships, improve its pipeline and the satisfaction of its customers and employees in about a year. Today, the company monitors satisfaction routinely, taking care to not only benchmark against previous years performance but to test new ideas and gain a clearer understanding of the feedback it receives informally. So, how to ask the question How are we doing and what should we do better? When a business process like the collection of satisfaction data hardens into concrete steps, it loses flexibility, become sterile and impractical and as a result, can erode value. When data collection is exercise in scoring, ranking, and polling, it blocks inspiration, the creative process, decision-making, relationship-building and new learning that comes from effective listening. Weak CSR: Is a static process: A survey of customer satisfaction done once is a popularity contest. Done over time it can be a tool for decision-making, because it can show progress or setbacks. However, if you ask the same customers the same questions, year after year, eventually they are going to ask you to stop. It is very important to evaluate customer satisfaction routinely, to expose changes, but it is equally important to change it up to test new ideas, show responsiveness and build better relationships over time. Customer satisfaction is dynamic. The CSR process should be too. Ignores Context: Most CSR surveys assign a subjective value to tasks or functions like delivery, development, sales management, or customer service. If, however, the satisfaction score isnt understood in terms of its relative importance to the customer, it is difficult to see impact on business health. For example, a customer might state that their satisfaction with pricing levels is relatively low say a 3 on a 7 point scale. Without context, a natural reaction might be to re-examine pricing policies and those of competitors to look for guidance. If, however, pricing scored low in terms of importance in comparison to lead-time, a supplier would know that improvements in delivery could dampen the need for reactionary discounting. By knowing the context in which attributes are evaluated, suppliers can better allocate efforts, grow sales and save margin. Before asking How we are doing? CSR should first establish the importance of an attribute in order to provide context. Is Quantitatively Biased: CSR surveys are often biased by the preponderance of closed questions like force ranked lists and 1-7 scoring. Learning about low satisfaction with service may be informative, but investing the time to uncover ideas for improvement is what is crucial to improving a customer relationship. To illustrate, a customer with little tolerance for late deliveries may score delivery as important but add that a simple call to reschedule would satisfy. Without this background, a manufacturer might have invested to retool, having overestimated the hazard. Always ask Why? Keys to Success Treat customer satisfaction as philosophy Its counter to think that something as fundamental as listening to customers should be institutionalized, but in these days of consolidation and distant markets, it is absolutely necessary. As the knowledge economy continues to evolve, we see that high performers are distinguished by continuously improving CSR processes that get as much attention from process experts as LEAN or Six Sigma. A good first step is to view CSR not as a project thrown over the wall to the new MBA intern, but instead, as a philosophy of listening and interacting with customers. Design CSR that can flex and learn, like people do Its also counter to think that CSR should be designed to flex with what is known at the moment, but this is actually a sign of effective learning and communication, which are the key ingredients to usefulness. The ability of a research team to make changes along the way depends on whether they see and understand the trends early enough. The important factors determining CSR success are not sample size or repetition, but research transparency and the volume of critical thinking done during the project. Act Small CSR exists because companies are big. The complexities that are introduced when groups enlarge encumber simple activities like listening, thinking and doing. But these are the activities that create value and wealth. To make them simple again, build a great CSR process to do the basic, smart things that entrepreneurs are forced to do. Its Never the Data If you ask How are we doing and what should we do better? tomorrow, the answers that you get will be different than the answers you got yesterday. The most important ingredient to CSR is the action that you take with what you learn, and the ability of the customer to see and feel value from those actions. Marian Singer is a partner at FiveTwelve Group, Ltd. , a research and consulting firm that works to improve way that businesses, investors and member organizations listen to their customers and markets and how they act on what they learn. www. fivetwelvegroup. com http://www. industryweek. com/companies-amp-executives/what-makes-customer-satisfaction-research-useful Customer Satisfaction Survey By F. John Reh We all know customer satisfaction is essential to the survival of our businesses. How do we find out whether our customers are satisfied? The best way to find out whether your customers are satisfied is to ask them. When you conduct a customer satisfaction survey, what you ask the customers is important. How, when , and how often you ask these questions are also important. However, the most important thing about conducting a customer satisfaction survey is what you do with their answers. How You Ask Whether Customers Are Satisfied There are many ways to ask your customers whether or not they are satisfied with your company, your products, and the service they received. You can ask them: Face-to-face As they are about to walk out of your store or office, ask them. Call them on the phone If you have their phone number, and their permission, you can call them after their visit and ask how satisfied they are. Mail them a questionnaire This technique has been used for a long time. The results are predictable. Email them a customer satisfaction survey Be careful to not violate Spam laws Email them an invitation to take a customer satisfaction survey When To Conduct A Customer Satisfaction Survey The best time to conduct a customer satisfaction survey is when the experience is fresh in their minds. If you wait to conduct a survey, the customers response may be less accurate. He may have forgotten some of the details. She may answer about a later event. He may color his answers because of confusion with other visits. She may confuse you with some other company. What To Ask In A Customer Satisfaction Survey There is a school of thought that you only need to ask a single question in a customer satisfaction survey. That question is, will you buy from me again? While it is tempting to reduce your customer satisfaction survey to this supposed essence, you miss a lot of valuable information and you can be easily misled. It is too easy for a customer to answer yes to the will you buy from me again? , whether they mean it or not. You want to ask other questions in a customer satisfaction survey to get closer to the expected behavior and to collect information about what to change and what to keep doing. By all means ask the basic customer satisfaction questions: How satisfied are you with the purchase you made (of a product or service) How satisfied are you with the service you received? How satisfied are you with our company overall? And ask the customer loyalty questions How likely are you to buy from us again? How likely are you to recommend our product/service to others How likely are you to recommend our company to others. Also ask what the customer liked and didnt like about the product, your service, and your company. How Often Should You Conduct A Customer Satisfaction Survey The best answer is often enough to get the most information, but not so often as to upset the customer. In real terms, the frequency with which you conduct a customer satisfaction survey depends on the frequency with which you interact with your customers. My state renews drivers licenses for five-year periods. It would be silly for them to ask me each year what I thought of my last renewal experience. Conversely, if I survey the commuters on my rapid transit system once a year, I will miss important changes in their attitudes that may be driven by seasonal events. What To Do With Answers From A Customer Satisfaction Survey Regardless of how I ask my customers for their feedback, what I ask them in the customer satisfaction survey, and when I survey them, the most important part of the customer satisfaction survey is what I do with their answers. Yes, I need to compile the answers from different customers. I need to look for trends. I should look for differences by region and/or product. However, I most need to act on the information I get from my customers though the survey. I need to fix the things the customers have complained about. I need to investigate their suggestions. I need to improve my company and product in those areas the mean the most to the most of my customers. I need to not change those things that they like. Most importantly I need to give them feedback that their answers were appreciated and are being acted upon. That feedback can be individual responses to the customers if appropriate, or it can simply be fixing the things that they tell you need to be fixed. Whats Next in Customer Satisfaction Surveys?