It is because the ¡§Birth Rate Declination¡¨ is arrival. The competition of each child is to turn a white-hot stage. In addition, the concept of ¡§Whole Personal Education¡¨ is growing up, which parents are not only focusing on the entrance examination which children have to study in the cram schools. In today, parents are focusing on the omnidirectional technological skills. Therefore, the cram schools which are in Taiwan have already changed their teaching strategies. Originally, the doctrine is to enter higher level schools; however, the doctrine is to have different talents. As a result, each kind of cram school marches toward multidisciplinary period. In this competitive period, parents select talent cram schools with strict rules and many managers of cram schools are also finding out key elements that cause satisfaction from parents. The key elements are as following. First, the customers¡¦ ideology is developed; second, the quality of service is superior or inferior; third, the form of business is excellent or not; fourth, the competitive condition of price, etc., This research paper provides two famous cram schools that are very famous and have branch offices in south Taiwan as examples. Moreover, this research paper will investigate the relation between the quality of service, the form of business, sense of price, and customers¡¦ satisfaction. There are five hundred questionnaires. Three hundred questionnaires are assigned from percussion instrument classes, and the quantities of responses are two hundred and eighty-two questionnaires. Two hundred questionnaires are assigned from dancing classes, and the quantities of responses are one hundred and fifty-three questionnaires. The percentages of responses are eighty-seven. After analyzing, this research paper discovers some conclusion as following: 1. In price part, two units group of parents who have higher educational degree and income make more senses about price than lower group parents. Furthermore, in percussion instrument classes, female make more senses than males about price. In contrast, males make more senses than females in dancing classes. 2. In the quality of service, there are three ideas that are responses, care, and tangibles. In these three ideas, females can have the agreement easier than males with cram schools. Two units group of parents have obvious difference in response. The parents who are from percussion instrument classes do not satisfied with responses, but parents who are from dancing classes agree with the responses. 3. In percussion instrument classes, parents pay much attention to the form of business; even it makes a stay in classes. 4. In customers¡¦ satisfaction, two units group of parents who are in this research express that females feel satisfied more than males. 5. In census, there are not so many distinct varieties. However, there are only few obvious varieties which are professional part, educational part, and family state etc., in percussion instrument classes. In professional part, the obvious varieties are ¡§the tangible of service quality.¡¨ In educational part, the obvious varieties are ¡§the form of business.¡¨ In family state, the obvious varieties are ¡§the credit of business.¡¨ In contrast, in dancing classes, there are two obvious varieties which are professional part and family state. In professional part, the obvious varieties are ¡§the sense of price.¡¨ In family state, the obvious varieties are ¡§the customers¡¦ satisfaction.¡¨

This research is focus on the influence of cross-functional orientation on semiconductors¡¦ supply chain performance. In today¡¦s growing complexity of global network, more and more merge and acquisitions are happening in all kinds of industries. Semiconductors Industry is selected because of it¡¦s large investment on capacity expansion. Today the manufacturing service is getting mature, all IDM companies tend to asset-light policies to focus on their core business only. Intra-organization and inter-organizations cooperation is becoming important. This study is to find out whether the cross-functional activities can bring customer satisfaction and supply chain responsiveness through empirical research. The findings show that the supply chain¡¦s cross-functional orientation has some positive effect on supply chain performance with empirical evidence. The conclusions are: 1. The cross-functional orientation has some positive effect on customer satisfaction on its construct of ¡§Participative Management Model¡¨ and ¡§Technology Integration¡¨. 2. The cross-functional orientation has some positive effect on supply chain responsiveness on its construct of ¡§Participative Management Model¡¨, ¡§Information Exchange¡¨ and ¡§Technology Integration¡¨. 3. Customer Satisfaction and Supply Chain Responsiveness has remarkably positive effect to each other.

Firms invested numerous resources in enhancing brand equity. The overall efforts in enhancing design, researching, manufacturing, marketing mix, quality, customer satisfaction, etc are all necessary conditions needed for a firm to enhance its brand equity. Among them, enhancing product identity is one of the ways available. Firms have been developing corporate identity systems (CIS) for years, yet beyond distinctive shop signs, trademarks and layouts, they could spend efforts on products. Firms could develop products with high identity, and use them on enhancing their own brand popularity. If combined with other advantages possessed by a firm, the brand equity must thus be further enhanced. This is the key issue when Taiwan¡¦s industries are trying to transform into OBM. This thesis served ³¯°ê²»¡¦s (1995) six dimensions on product styles as the basis, and tried to verify the hypothesis that Apple¡¦s series products possess high identity. This research also examined the relation between customer satisfaction and product identity. In addition, this study added the marketing mix, user and using conditions as variables in order to understand the comments of Apple¡¦s users (consumers) on Apple¡¦s series products. This study also conducted questionnaire surveys with aforementioned dimensions, participated in Apple users¡¦ gatherings and interviewed employees in Apple¡¦s channels in Tainan and Kaohsiung. The outcomes indicate that high identity is found on the exterior of Apple¡¦s products, and high satisfactions are found regardless of user and using condition. On marketing mix, however, results are indicating that the satisfactions of Apple¡¦s marketing mix are generally low, yet high scores are still documented on dimensions of Apple¡¦s brand equity. This research discovered that product identity dimension and marketing mix dimension bear positive relations with brand equity, and the customer satisfaction was performed as a mediating factor. Insignificant loadings are found on the user and using condition factors.

<p>Abstract</p><p>In 1974 - 81 Björn Borg conquered the tennis courts and his opponents around the world (International Tennis Hall of Fame, 2006). Today Jonas Björkman, Robin Söderling and Joachim "Pim-Pim" Johansson are the most successful Swedish tennis players according to the ATP ranking (2007). Svenska Tennisförbundet (2007) has a vision, that through the engagement of tennis clubs around Sweden secure the position as a world leading tennis nation. Bankeryd Tennisklubb is one of those engaged tennis clubs and is situated in Bankeryd, a smaller village in the outskirts of Jönköping. The organization was established in 1958 and has 230 members. They are striving to achieve a feeling of “we” among its members (Bankeryds Tennisklubb, 2007).</p><p>Bankeryd’s Tennisklubb wants to find out what their core activity is and if this is clear to their members. Therefore the purpose of this thesis is to examine the core activity of Bankeryd’s Tennisklubb to improve and strengthen the organization’s brand. Core activity within business and organizations is the inner core of importance, the main thing about a service or a product according to Eagan and Harker (2005). This is in turn dependent on the core competencies discovered within the organization (Beech & Chadwick, 2004). The theoretical framework also includes brand management and since the core activity of BTK is interrelated with the brand BTK the two concepts are not separated.</p><p>To answer the purpose a questionnaire was distributed among the members of Bankeryd’s Tennisklubb. To get a deeper understanding about the feelings of the members, four focus groups were carried out. The data collected was then analyzed with the support of the theoretical framework.</p><p>From the analysis it was found that the members thought the core activity of BTK should be the tennis practice and that the feeling of “we” at the club and that surrounding activities are less important. The deciding factor of whether or not to stay as members within the club was the quality level of the tennis practice. Conclusions drawn are that BTK should focus more on tennis practice but not be a professionalized club striving to reach the elite by themselves. With the “we” feeling and the corporate culture combined with knowledge about customer expectations on high-quality tennis practice they can build a stronger brand.</p> / <p>Sammanfattning</p><p>Björn Borg, svensk tennis spelare som blev en av världens främsta tennis spelare, erövrade tennisbanor världen över 1974 -81 (International Tennis Hall of Fame, 2006). Idag är Jonas Björkman, Robin Söderling och Joachim ”Pim-Pim” Johansson de mest framgångsrika svenska tennisspelarna enligt ATP rankingen (2007). Svenska Tennisförbundet (2007) har en vision att genom engagemang från tennisklubbar runt om i Sverige kunna säkra positionen som världsledande tennisnation inom en snar framtid. Bankeryds Tennisklubb är en av de klubbarna och finns i Bankeryd, en ort strax utanför Jönköping. Organisationen grundades 1958 och har idag 230 medlemmar. De strävar efter en ”vi” känsla bland medlemmarna och inom klubben (Bankeryds Tennisklubb, 2007).</p><p>Bankeryds Tennisklubb vill gärna ta reda på vad deras kärnverksamhet är och om den är tydlig för deras medlemmar. Syftet med uppsatsen är därför att undersöka och förtydliga Bankeryds Tennisklubbs kärnverksamhet för att stärka organisationens varumärke. Kärnverksamheten inom företag och organisationer är den innersta kärnan; den huvudsakliga servicen eller produkten enligt Eagan och Harker (2005), som i sin tur är beroende av kärnkompetens som finns inom organisationen (Beech & Chadwick, 2004). Den teoretiska referensramen förklarar även konceptet brand management och eftersom kärnverksamheten på Bankeryds Tennisklubb står i så pass nära relation till varumärket BTK separeras inte de två koncepten.</p><p>För att kunna besvara syftet med uppsatsen gjordes en datainsamling genom en enkätundersökning bland medlemmarna på Bankeryds Tennisklubb. Fyra fokusgrupper genomfördes sedan för att få en djupare förståelse för medlemmarnas tankar och känslor. Den insamlade informationen analyserades sedan utifrån och med stöd av den teoretiska referensramen.</p><p>Analysen visade att medlemmarna ansåg att kärnverksamheten inom BTK skulle vara tennisträning och att “vi”-känslan framstod som mindre viktig. Faktorn som avgör om medlemmarna stannar inom klubben eller ej är nivån på tennisträningen. Slutsatserna blev att BTK ska fokusera mer på tennisträning som främsta aktivitet, men inte bli en klubb som satsar på professionell tennis på egen hand. ”Vi”-känslan och den interna kulturen i kombination med kännedom om medlemars förväntningar på tennisträningens kvalité kan bygga ett starkt varumärke.</p>

<p>Globalization creates for companies’ new opportunities for business development, as well as new challenges. One of the most prevailing challenges is the ability to create new products and services in accordance to diverse customer needs and requirements, as well as implementation of new technologies in future lines of products. Therefore, companies realize the importance of the Marketing and Sales (M&S) and Product Development (PD) departments. The interface between those two departments plays a decisive role in realization of customer needs and requirements, and application of the right technologies in new products. The speed and accuracy with which the information between the M&S and PD department is exchanged directly influences success of one’s products on the market. Consequently, companies strive to achieve greater level of cross-functional integration within the interface, by overcoming barriers to integration, and improving the quality of internal services by utilizing computer based Information Systems (IS). The role of IS in supporting cross-functional work environment is growing, thus companies of all size make investment in IS. Nonetheless, these investments very often fail or not bear expect results, due to lack of alignment of the investment with the business.</p><p>This thesis documents a diagnosis undertaken for the Case Company. In recent years the Case Company experienced rapid international expansions and fast growth, which in turn exposed a whole new range of problems. The existing work routines turned out to be inadequate to maintain international expansion and growth. A great deal of these problems was enrooted directly in the interface between the M&S and PD departments. Therefore, the company realized a need to isolate and eliminate them, and further foster the cross-functional integration and information flows within the interface by implementation of a computer based Information System.</p><p>The purpose of this thesis is to enhance the understanding of the integration and communication process within the M&S and PD departments at the Case Company. In order to fulfil the purpose the Enterprise Knowledge Development modelling technique was employed. This allowed tracing the problems to their roots, by mapping business processes, goals, rules, actors, as well as clarification of concepts. As a result an objective snapshot of the current cross-functional integration between the M&S and PD departments was created. Further, this snapshot was compared against a great body of literature in the field of Product Development and Management and Process Management. The comparison made it possible to indicate areas for potential future improvements. The proposed change needs aimed at enhancing the internal customer satisfaction. Last but not the least in deep analysis of the current cross-functional relations within the interface made it feasible to suggest (with literature assistance) initial vital functions of a computer based Information System to enhance the integration and information flows within the studied interface at the Case Company. The proposed functionality corresponds to the current, as well as anticipated needs of the interface that has been derived based on requirements of the actors to fulfil goals and satisfy organizational processes.</p>

<p>The customer satisfaction and loyalty for Swedbank have in a recent study shown to be among the lowest for all banks in relation to corporate customers. Since there is not much interaction with small enterprises compared to mediumsized and large enterprises and a vast majority of customers are small corporations, there was a need to focus on this seg-ment and find what they believed was in need of improvement. This study was conducted in cooperation with Swedbank in Gothenburg. The authors worked as consultants with the base of the satisfaction and loyalty study conducted by SKI in October 2006 and performed a case study where 25 randomly chosen small enterprises in the Gothenburg-region were interviewed by telephone.</p><p>The stated purpose of this thesis is to investigate what aspects of relationship quality and service quality Swedbank Gothenburg’s small corporate customers are not fully satisfied with and how to improve them to ensure customer satisfaction and loyalty.</p><p>The authors developed a model called the customer loyalty model, identifying the drivers of Total Perceived Relationship Quality and Total Perceived Service Quality which in turn determine an organisation’s image. The image has an impact on customer satisfaction and loyalty. Four key areas where service failures might occur are the basis for the research questions: the performance of the account manager, the performance of other employees, perception of the bank and perception of the services provided. Further, a fifth research question was posed to answer how to improve the possible lack of satisfaction.</p><p>Based on the empirical findings the authors could conclude that the customers should be the primary focus for Swedbank by developing a stronger serviceoriented culture. A way to improve the problem of the frequency of contact between corporate client and account manager is to divide small corporate clients into sub-groups according to their different needs. Furthermore, the account managers having interest in and knowledge about the corporate clients are of importance. This can be done by visiting clients at their place of business and have continuous education to develop the account managers’ competence. There is a need for customised solutions for different corporate clients and this could be achieved by keeping an on-going discussion with each client. Furthermore, the accessibility of the account managers and the length of the decision-making process need to be im-proved. This can be accomplished by for instance longer opening-hours and more frequent group meetings.</p>

<p>In this modern world, healthcare has becoming a popular word in human life. People pay their attention on their health protection and treatment, but at the same time, they need to bear the high expenditure for their healthcare processing.</p><p>It is a serious problem that the government income can not afford the large expense in healthcare industry. Especially in some developing countries, healthcare problem has become the problem for the nation development.</p><p>We would like to choose this basic way to solve this problem directly, to provide the channel to improve the efficiency of healthcare system, Cambio COSMIC.</p><p>The aim to analysis COSMIC for my case study is to find out the conclusion that how does the architect design the system from the stakeholders requirement to achieve the success of improving the efficiency of healthcare system. And how to measure the success for the system achieving to improve the efficiency of healthcare system is still required to indicate.</p>

Sammanfattning - Abstract  Titel: Kritiska aspekter i en intern varumärkeskampanj och betydelsen av dem En studie om anställdas attityder i ett fallföretag Författare: Martina Karlsson och Susanna Vestin  Handledare: Thomas Michel  Institution: Blekinge tekniska högskola Kurs: Kandidatarbete i företagsekonomi, 15 högskolepoäng  Syfte: Syftet med denna studie är att analysera och identifiera vilka kritiska aspekter som finns i samband med en intern marknadsförings kampanj.  Metod: En kvantitativ enkät kommer användas vars svar kommer testas i en hypotes. Slutsats: Regionala skillnader råder vilket kopplas till de kritiska aspekterna.Viktiga aspekter för att lyckas med en intern varumärkeskampanj är uppföljning, återkoppling, tydlighet och strategi.  Nyckelord: intern varumärkeskampanj, kritisk aspekt, Swedbank, varumärkesplattform / Title: Critical aspects in a internal branding campaign and the meaning of it   A study about the employee’s attitudes in a case company  Authors: Martina Karlsson och Susanna Vestin  Supervisor: Thomas Michel Departement: Blekinge Tekniska högskola  Course: Bachelor’s thesis in Business Administration, 15 credits  Purpose: The purpose of this study is to analyze and identify critical aspects that is connected to the internal marketing campaign.  Method: A quantitative survey will be used and the results tested through a hypothesis  Results: There are regional differences, which can be connected to the critical aspects. Important aspects for the success of an internal branding campaign is the follow-up, feedback, clarity and strategy.  Keywords: internal branding campaign, customer satisfaction, Swedbank, brand platform

The purpose of this DBA is to develop a Customisation Blueprint so that consultancies can provide a more tailored, responsive service to clients. This study seeks to find out what matters to clients when purchasing consultancy, how clients substantiate this and how it affects their decision-making. This study also seeks to establish if the factors influencing buyer’s evaluation of the consultant can be favourably influenced by the consultants. By fulfilling client requirements more precisely and effectively, consultants are able to better serve their clients. In this way they are also able to enhance both ongoing relationship and reputation. The history of consultancy is examined to establish the unfurling and growth of the industry and to understand the forces which have shaped its evolution. Relational and Operations literature is examined to establish what previous research is able to contribute to this quest for understanding what consultants need to do to better serve their clients. Financial Services and Utilities are the two largest private-sector buyers of consultancy. Managers involved in the purchase of consulting services from a selection of these companies were interviewed to capture how consultants are engaged and what selection criteria are the most important. A combination of guidance from the literature and an understanding of what matters to clients is used to develop a systematic approach for consultants to more clearly identify and articulate client needs and thereby serve them better. The outcome is the development of a Customisation Blueprint, a framework to personalise responsiveness and thus enhance customer satisfaction.

Assignment: The mission of the assignment is to map the four return flows with respect to returning volume, weight, frequency, pick up- and delivery points. Today Volvo CE has a lack of information that concerns their own Reverse logistic processes. It is hard for Volvo CE to see where changes need to be done, due to limited reliable sources. Purpose: The purpose with the study is to make the return flows easier, less expansive and more manageable for both Volvo and their dealers. Further, environmental issues have to be considered in order to find improvements of the returning routines. The analysis is done to bring forth a proposal that will contribute to less unnecessary transports and that also will make it possible to reduce cost. Result: A couple of improvement areas have been discovered, some of them are radical while others are incremental. The one thing they have in common is to make sure that the return flows are being handled and seen as one common flow rather then separately treated. Among the improvements these are some recommendations to Volvo CE: - Appoint special delivery point for warranty returns and make sure that the warranty routines are followed so that unnecessary transports can be reduced. - Store less cores for remanufacturing at the Core Hub. Cores that are not needed are not necessary to transport to the Core Hub. - Make better cost registrations and cost follow ups and evaluate customer satisfaction to be able to find improvement areas in the future.