Management of Customer Service at Senheng Electric

Senheng Electric (KL) Sdn. Bhd. Interoffice Memo DATE : 5 May 2014 SUBJECT : Management of customer service Background Sen Heng ® Electric (KL) Sdn. Bhd. is one of the leading consumer electronics chain stores in Malaysia. This store operates over 100 branch spread throughout Malaysia. Senheng was first established in 1989, from a tiny consumer electronics half shop lot set up with stocks worth less than Ringgit Malaysia thirty thousands to the largest electronics chain store today with branches straddling the length and breadth of Malaysia (Sen Heng ®, 2013). This store own by the Lim brothers, K.H., K.C. and K.Y. Sen Heng has gained its reputation and credibility that has made it the number one in the industry through†¦show more content†¦The conversation between the customer services operator and customer will be recorded as a reference as every word come out from their mouth will directly represent the quality of the company. This approach is using by the TM Company (Telekom Malaysia) Malaysia largest communication provider company. Every staff including front desk customer services staff, sales representative, repairmen should introduced their name or company staff code number to the customer every time they interact with the customer, so customer can give evaluation to the attitude and performance of the staff. †¢ Hiring more operators for Customer service centre Hiring more operators for customer service centre can overcome the problems which customer complaint that customer service line is always busy. More customers calls can be taken at the same time and reduce the number of waiting calls if there are enough operators to serve the customers call thus overcoming the problem of busy customer service line. †¢ Applying Shift Time Work Customer also complaint that the operators are unfriendly and seem unwilling to serve them, this is may be due to the fatigue of the operators that working all day, thus affecting their emotion and interest when answering customers calls. If there are more operators, they can shift the time work. For example, an operator will work maximum for 6 hours, then will be shifted

A Journal Entry From An Unnamed Physician - 1339 Words

Below is a journal entry from an unnamed physician in the court of King Henry VIII of England, dated 1540. The article was typed using Microsoft Word, and was then annotated in order to highlight key pieces of information and to provide the reader with relevant historical and philosophical details. The entry follows: While treating a common man with gangrene this morning, I realized that the best course of action was to perform an amputation. His leg had become gangrenous and if left untreated, the man would surely succumb to his ailment. Rather than to call for a barber-surgeon, I decided that it would be best to perform the procedure myself; those surgeons were prone to mistakes and the anatomy I had learned while in Padua earlier would make the surgery much safer. I was confronted by Johnathan Watts, another physician in the court, during the procedure. He claimed to have been searching for me and to my poor fortune, had seen me in the process of amputating the man’s leg. He seemed genuinely offended by what was transpiring, but I had told him to hold his tongue and to allow me to finish; I had already finished cutting the flesh to the bone and had commenced cutting through the bone. He looked at me with disgust and walked away, but not before I heard his threat to inform the Church authorities about what he had seen. I felt a chill go down my back as he said that and my head began racing with thoughts of losing my licence and being punished in other ways . Later IShow MoreRelatedIsolation in â€Å"a Rose for Emily† and â€Å"the Yellow Wallpaper†1222 Words   |  5 Pagescharacter in the story that undergoes a sequence of bad events. The unnamed, female narrator in â€Å"The Yellow Wallpaper† is also the main character whose journal we read. This difference in tense gives each story a different outlook on the situations at hand. 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Leadership Comparison and Critique Essay - 3860 Words

Leader Comparison and Critique: Steve Jobs Indra Nooyi Lauren Murphy GBA 500 Centenary College In 1978, J.M. Burns defined successful leaders as being transformational rather than transactional. Burns described the transformational leader as having recognized the organization as a complex system in a chaotic environment. The leader has also responded to complexity by being aware of change. The transformational leader has established a shared vision and inspired the organization to learn and evolve in response to change. Transformational leaders have driven radical change, trading short-term stability for long-term survival. In 2007, Kouzes and Posner refined Burn’s work by breaking down the transformational leader’s†¦show more content†¦Ã¢â‚¬Å"Leaders demonstrate their intense commitment to the values they espouse by setting an example. It’s how they earn and sustain credibility over time. Setting the Example is all about execution and action. It’s all about doing what you say. Leaders who are seen as practicing what they preach are more ef fective than those leaders who don’t.† (Kouzes Posner, 94) As successful as Steve Jobs appears to be, there are some leadership qualities that need to be improved. One such behavior would be â€Å"model the way† (Kouzes Posner, 45) Steve Jobs has not established principles concerning the way people should be treated, nor does Jobs create standards of excellence as a leadership example for others to follow. In fact, this leader has been known to â€Å"scream at employees to the point of hyperventilation.† (Pomiewozik, 2000) This leader has also been guilty of failing to follow through on promises and commitments. As an employer, Jobs was obligated to compensate employees for work as agreed upon in the job contract. That obligation to compensate employees was not followed through when Jobs fired a P.R. consultant and refused to pay the employee for completed work. 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International Trade Theory and Policy

Question: Discuss about the International Trade for Theory and Policy. Answer: Introduction According to Blau, Ferber Winkler (2013), Natural monopolies are considered the largest suppliers in the industry. These suppliers are the most efficient ones in the production of the particular goods or services sold. The scale at which a natural monopolist produces is quite large, which further provides them with the opportunity of cost advantage over the other producers. Hence, the industry in which the natural monopolist operates finds it beneficial to allow that particular firm to supply the entire market at a lower average cost than two or more firms together. The government or some government regulatory board normally sets the prices for the natural monopolist (Browning Zupan, 2014). In order to analyse the mechanism followed by the government while setting the price of the natural monopolists, this essay provides a clear view of the theories related to perfect competition, monopoly and natural monopoly. This would help in analysing the various aspects that is used to formul ate the mechanism behind the pricing system of natural monopolist. Forms of market, difference between perfect competition and monopoly and their profit There are various forms of market structure depending upon their characteristics or attributes. Among the various forms of market, the two extremes forms are perfect competition and monopolist. Under a perfectly competitive market, there are a large number of buyers and sellers in the market selling homogenous goods. As the goods sold by the sellers are homogenous, there is a fixed place given to the firms, depending upon the market demand and supply framework of the industry (Case, Fair Oster, 2014). Hence, it could be stated that perfect competitors are price takers who have the complete knowledge regarding the work. On the other hand, under the monopoly form of market, there is one seller in the market and a large number of buyers. As the supply of the products in the market is totally under the hands of one seller, hence, he is a price maker. A monopolist practices price discrimination in the market. In a perfect competitive market, the firms earn normal profit in the long run. It is so because there is possibility of free entry and exit in the market (Nikaido, 2015). Hence, it could be stated that the perfect competitive market results in greatest amount of economic surplus. Yet, it is always found that a monopolist would produce less and charge a higher price in the market for producing the same good or service as that of the perfect competitor firm. This can be illustrated with the help of the following diagram. In figure 1, it is seen that a perfectly competitive firm was producing Qc amount if quantity at price Pc. The price and quantity has been analysed by the interaction of the demand and supply curve of the particular product. When, the perfectly competitive firm changes into a monopoly firm, the demand of the firm is no longer perfectly elastic in nature. The demand curve faced by a monopolist is a downward sloping demand curve. Equilibrium in a monopoly firm is achieved when the marginal revenue curve intersect the marginal cost curve. The equilibrium output produced by the monopolist is Qm whereas, the price is fixed at Pm. It is clearly noticed that the price charged by the monopolist, Pm is more than the price to be charge by the perfect competitive firm, Pc. Moreover, the quantity supplied by the monopolist, Qm , is comparatively lesser than the quantity supplied by the perfectly competitive firm. This thereby proves that when a firm, changes from a perfectly competitive framewor k to a monopolist, there are considerable chances of earning profits in the industry (Perloff, 2016). Inefficiencies in monopoly It can be easily interpreted from above, that a monopolist firm produces much less and charges a higher price for the same product. Hence, it can be stated that monopoly causes a reduction in consumer surplus, and an increase in the producer surplus. Hence, it is quite evitable to state that there is a reduction n the economic efficiency under a monopoly form of market (Eaton, Allen Eaton, 2012). This can be said due to the presence of deadweight loss in the market. Allocate inefficiency occurs in such a market. This effect could be explained with the help of the diagram below : In figure 2, the equilibrium point of a monopoly firm is at the point where MR=MC curve. Corresponding to the equilibrium price in Pm and the equilibrium quantity is Qm. If it were a perfectly competitive market, the firm would have been producing a quantity of Qc at price PC. This shows that the consumer would have to pay much lesser to a perfectly competitive firm than that of a monopolist firm. It could be stated that there is a reduction in consumer surplus equivalent o the area of the rectangle A. Correspondingly, with the fall in the quantity of goods to be produced in the economy, there is a considerable amount of deadweight loss, equivalent o he area B and C (Stiglitz Rosengard, 2015). Hence, it can be stated that a monopoly firm increase the inefficiency in the market. Regulation of Natural Monopoly Natural monopoly occurs when the number of firms in the industry is singular in terms of efficiency. Firms who are accounted as natural monopolists have high fixed costs. It is often efficient for the industry in such situations to have just one firm producing the good. Increase in the number of firms would raise the cost of production and earn supernormal loss (Salvatore, 2012). In order to understand the case of natural monopoly, the following diagram is taken into consideration. In figure 3, it could be seen that the industry demand is Q2, where only one firm is approachable with a minimum average cost in the long run. Other firms are able to produce only Q1 amount of goods at a cost of C1. This is due t the difference in the economies of scale. Hence, it is advisable for the industry to utilise one firm n place of many to supply the appropriate amount of goods at minimum average costs. Natural monopoly faces no competition, hence they are considered as incontestable. It could simply be extracted from the stated fact, that due to its large scale of production, it could exercise market power over the others ad thereby set higher prices from the consumers as being a monopolist in the industry (Frank Glass, 1991). Hence, in order to overcome such a situation, the government regulates a natural monopolist. Regulation of the government in natural monopolist could be explained with the help of the figure below. In figure 4, a natural monopoly that is not subject to government regulation will charge a price equal to PM and produce QM. At this level, economic profit would be equal to the area marked as profit. If government regulators want to achieve economic efficiency they will set the regulated price equal to PE and the monopoly will produce QE, where price is equal to marginal cost. Unfortunately, PE is below average cost and the monopoly will suffer a loss shown by the area of the rectangle marked as loss. As the monopoly will not continue to produce in the long run if it suffers a loss, government regulators set a price equal to average cost, which is PR in the figure. In this manner, the government would be able to set a price that would produce neither loss nor profit (Cooper John, 2013). Monopolistic form of market Under a monopolistic form of market, there are producers who sell differentiated goods. Product differentiation is considered as of the major aspects of the firms under this market. These firms compete with each other in three areas of quantity, price and marketing. Demand curve for such firm is equivalent to the downward sloping demand curve of a monopolist (Chopra, 2013). These firms incur additional costs of selling cost or advertisement cost in order to specify the differentiated characters of their products. The monopolistic firm aims at maximising its profit. It may earn profit in the short run, yet the profit gets eliminated in the long run. This can be explained with the help of the diagrams below : In figure 5, the consumers willingness to pay is P1, and the producer must charge the price at minimum average cost curve, P3. Yet, due to the introduction of a differentiated product, the price charged by the monopolistic firm for Q kevel of input is P2. Hence, it earns a profit of the area marked as profit. This shows that the aim of the firm is to maximise profit during its course of production. This scenario is similar to the profit earned by the firm in the short. The short run profit earned by the firm is shown in figure 6. In figure 5, it can be noted that the firm has charged a price above the average total cost incurred y the firm. Hence, profit is earned. In the long run, a monopolistic firm is not able to enjoy profits. This causes for the elimination of the profit that the firm had been enjoying in the short run. This can be explained with the help of the figure below. In figure 7, due to the profit earned by the firms in the short run and the possibility of free entry and exit in the industry, new firms get attracted to the market. This causes a shift of the demand and the marginal revenue curves for the monopolistic firms. The equilibrium price in the long run attained is equivalent to the average total cost. Hence, there is complete elimination of the profits earned by firm in the long run A natural monopolist, with its large scale of production is in its long run. Hence, it could be easily summarized from the above explanations, that a firm in its long run does not enjoy any form of profits (Yurukoglu Lim, 2014). The price to be charged by the monopolist in the long run must be equivalent to the place where the demand curve cuts the average cost curve (Krugman, Obstfeld Melitz, 2015). Hence, on regulating the price for the natural monopolist, a firm fixes the price at the point where the demand curve cuts the average cost curve. Conclusion Various market forms exist in the economy based on the types of products sold. Every market have their own attributes and characteristics. Natural monopoly is one such market form, where the existing firm is in its long run and hence has the capability of supplying the products in the market at a low cost. It is advantageous for the market to choose a single efficient firm, rather than many firms together. The government exercises the regulation of the natural monopolist. In order to obtain stability in the long run, the government fixes the price equivalent to the point where the average total cost curve intersects the demand curve faced by the firm. Reference Blau, F. D., Ferber, M. A., Winkler, A. E. (2013).The economics of women, men and work. Pearson Higher Ed. Browning, E. K., Zupan, M. A. (2014).Microeconomics: Theory and Applications. Wiley Global Education. Case, K. E., Fair, R. C., Oster, S. (2014).Principles of Microeconomics. Pearson Higher Ed. Chopra, A. (2013). CMP: INR1, 398 Buy.PAT,2(3.2), 3-9. Cooper, R., John, A. A. (2013).Macroeconomics: Theory Through Applications. publisher not identified. Eaton, B. C., Allen, D. W., Eaton, D. F. (2012).Microeconomics: theory with applications. Pearson Canada. Frank, R. H., Glass, A. J. (1991).Microeconomics and behavior. New York: McGraw-Hill. Krugman, P. R., Obstfeld, M., Melitz, M. (2015).International trade: theory and policy. Pearson. Nikaido, H. (2015).Monopolistic Competition and Effective Demand.(PSME-6). Princeton University Press. Perloff, J. M. (2016).Microeconomics: theory and applications with calculus. Pearson. Rader, T. (2014).Theory of microeconomics. Academic Press. Salvatore, D. (2012). Microeconomics: theory and applications.OUP Catalogue. Stiglitz, J. E., Rosengard, J. K. (2015).Economics of the Public Sector: Fourth International Student Edition. WW Norton Company. Yurukoglu, A., Lim, C. (2014). Dynamic Natural Monopoly Regulation: Time Inconsistency, Asymmetric Information, and Political Environments. In2014 Meeting Papers(No. 530). Society for Economic Dynamics.

Decision-Making by the Internet of Things free essay sample

Making by the Internet of Things Internet has become the compulsory thing in human life for a long time. Human cannot live without internet nowadays. Since the release of the smartphones and other technology, it seems that human has been controlling by them. In 1999, Kevin Ashton, a technologist, said that all information would be available on the internet and computers and would have its own ability to generate and acquire data via themselves, without human to manage them. This is the beginning of the Internet of Things as Ashton said. The Internet of Things (IoT) is an integrated part of Future Internet. It is also a lively global network foundation with the ability to make its own decision. This IoT has been developed since that time and now it is mature enough and has the impact in human life as Ashton imagined. Information, from IoT, goes along familiar directions in most organizations. Information also originates externally and collected from public sources. Nowadays, most people and organizations use the IoT in decision making because they think it is reliable. There are three points which are the advantages with examples, disadvantages with examples, and my personal opinion. First of all, the use of the IoT in decision making is similar to a coin because it has 2 sides which are advantages and disadvantages. On average, people and organizations generally make their own decisions. However, some decisions are beyond their knowledge, so they do not make those decisions by themselves. Hence, they use the IoT to assist them to make decisions. Bosch Software Innovations team says about how the Internet-like structure works. The process starts when the team put Radio-frequency identification (RFID) tags or sensors on physical things and connect them with the internet. These RFID or sensors will track them by using computer to operate them as a virtual representation. This process can be done by other controllable devices, apart from computers. From time to time, these devices have their own computing power and can make their own decisions (Decision Management, 2012). Therefore, the IoT is very useful to develop decision management because we can track those physical things. From the research, there is the fact that it is a move to real time because of the decision making management for organizations. It is always unworkable to have people or organizations decide the suitable response when the real time response is necessary, so the system must make a decision to decide the suitable response. RFID of sensors, when connected, make a real-time flow of information about the current situation and the Decision Management System will select the appropriate decision to take (Decision Management, 2012). The IoT also allows organization to make Decision Management Systems that proceed on the real world. The systems are able to make specific decisions about the actions that must be done. These days, smartphones are the highly developed and are the example of the Decision Management System because they help people in decision making. Bosch says that agility is the solution for systems to interrelate with the real world because the real world always changes (Decision Management, 2012). The IoT is making an exponential explosion of events, and an opportunity for real-time decision-making, or Decision Analytics. Many examples come from Dell using Progress Decision Analytics to send faster, better customer service; Turkcell using Progress Decision Analytics to bring context-aware marketing sending offers to mobile phone subscribers as their minutes run low; and a one of the world’s largest banks using Progress Decision Analytics for fraud detection. From the research, it concludes that organizations should cautiously think that how the IoT is used because organizations can get the most effective and efficient decision from the IoT. These are the advantages of the IoT in decision making. Secondly, when using the IoT in decision making, it also shows disadvantages. The IoT sometimes give the wrong decision as some problems can still be solved by human with a simple solution, though human still use the IoT to help them deciding what should be the best solution for them. For illustration, the sensors can signalize people that it is going to rain soon when it turns the stem of an umbrella to grow blue. Actually, we can listen to the weather forecast (The Internet of Hype, 2010). Mr. Kvedar, the chief executive of Connected Health, says that if people trust the IoT too much, they will not want to go see the doctor because they can update their health from the IoT (The Internet of Hype, 2010). Another disadvantage is the information that is collected could be used to against us. The movie â€Å"I, Robot† shows the example of the bad Decision Management System. The movie explains about the futuristic world that human’s decisions depend on robots in their daily lives. The robots have been developed to become more advanced. They are programmed to respect human, serve human, and ever harm human. However, the NS5 model robot needs to take freedom from human, so it decided to destroy humanity because their duties are to make a decision for human. This is the example of disadvantages when using the IoT in decision making. When people put more input into the systems, and use the systems to make a decision. They will keep that information in their storage and could use that information against us like the movie â€Å"I, Robot†. This example explains that if we rely on the system too much, sometimes it leads to failure. Another vivid example comes from the Terminator series. It reflects the dim side of the IoT when the IoT decision is more reliable than human decision. In the series, people develop a system called â€Å"Skynet†. It is a computer system that is built up for the U. S. military. It is built to be the first â€Å"Global Digital Defense Network† and programmed to give orders to all military hardware and systems. The purpose of Skynet creation is to get rid of human mistake. Skynet starts to have self-awareness that it will be deactivated, so it starts to defend itself by attacking human. Skynet launchs a nuclear which kills approximately three billion people. Then Skynet finds human survivor and uses them as workers, after that Skynet kills human survivor (Skynet, 2013). The example represents the dark side of advanced technology. This could happen and be possible to us in the future, if we rely too much on the IoT in decision making. Moreover, skynet is similar to panopticon. It implants the idea of panopticon to human mind. Human will do everything to avoid meeting the robot from skynet and when they are captured and sent to the factory, they will never break the rules. Skynet always observes and analyzes human behavior which leads to the best decision like kill them after the work is done. In my opinion, the IoT is very convenient and beneficial. Usually, I use the IoT in decision making for the reason that sometimes it is time consuming to make my own decision by omyself. Like I have mentioned in the first paragraph, the smartphones have been controlled us like the iPhone from Apple. I am one of the iPhone users. The smartphones are amazing; they can do almost everything for us. The Apple map, one iPhone application, helps shorten the time used when driving because its decision tells us the nearest street and shortcut. However, many users oppose the benefits of this application because it chooses the wrong street and misguide the driver. The application claims that it helps users save times, though it actually wastes their times. I have been using the Apple map many times. Sometimes it is workable as it claims but sometimes it wastes my time as it picks the farther way and I follow its decision. Therefore, the IoT in decision making, as I have mentioned, has benefits and drawbacks. Some people might think it has more drawbacks. I agree with that statement but I still think that we cannot live without the IoT now. To conclude, the IoT is necessary in the daily life. We use it to develop the Decision Management System that helps us as some decisions are not clear, so we need the system to find the best solution. This is very practical and convenient for us. On the other hand, the system also has drawbacks. Sometimes it gives the wrong decision because it consumes too much data that we input. Therefore, we should trust ourselves when doing decision-making as some decisions are so simple. Human, these days, excessively trusts technology or the IoT which will lower their intelligence. In my opinion, trusting yourself is the best key in decision making. References -Decision Management. (2012). [http://jtonedm. com] Retrieved March 16, 2013 http://jtonedm. com/2012/07/10/decision-management-and-the-internet-of-things/ -The Internet of Hype. (2010). [http://www. economist. com] Retrieved March 16, 2013 http://www. economist. com/blogs/schumpeter/2010/12/internet_things -Skynet. (2013). [http://en. wikipedia. org] Retrieved March 16, 2013 http://en. wikipedia. org/wiki/Skynet_(Terminator)