HND COM 报告
HND财务报告与分析
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HND财务报告与分析一、引言财务报告与分析是企业管理中非常重要的一项工作。
通过对财务数据的收集、整理和分析,可以帮助企业了解自己的财务状况和经营情况,为决策提供依据。
本文将对HND公司的财务报告进行分析,以便更好地了解该公司的财务状况和经营情况。
二、公司概况HND公司是一家在电子产品制造和销售领域具有较高知名度的企业。
公司成立于2000年,总部位于某某城市,拥有多个生产基地和销售渠道。
主要产品包括智能手机、平板电脑、电视等电子产品。
三、财务报告分析1. 资产负债表资产负债表是反映企业在特定日期上的资产、负债和股东权益的情况。
通过分析HND公司的资产负债表,可以了解该公司的资产结构和负债状况。
根据最新的财务报告,HND公司的总资产为5000万美元,其中包括现金、应收账款、存货、固定资产等。
公司的负债总额为3000万美元,包括应付账款、短期借款、长期借款等。
股东权益为2000万美元。
2. 利润表利润表是反映企业在一定期间内的收入、成本和利润的情况。
通过分析HND 公司的利润表,可以了解该公司的盈利能力和经营状况。
根据最新的财务报告,HND公司在上一年度实现了1亿美元的总收入,其中包括销售收入、利息收入等。
公司的总成本为8000万美元,包括生产成本、销售费用、管理费用等。
净利润为2000万美元。
3. 现金流量表现金流量表是反映企业在一定期间内现金流入和流出情况的报表。
通过分析HND公司的现金流量表,可以了解该公司的现金流动性和经营活动情况。
根据最新的财务报告,HND公司在上一年度的经营活动中,现金流入总额为3000万美元,主要包括销售收入、收到的利息等。
现金流出总额为2500万美元,主要包括购买原材料、支付工资等。
净现金流入为500万美元。
四、财务分析1. 资产负债比率资产负债比率是反映企业资产和负债之间关系的指标。
通过计算HND公司的资产负债比率,可以了解该公司的偿债能力和财务风险。
资产负债比率 = 负债总额 / 总资产资产负债比率 = 3000万美元 / 5000万美元 = 0.62. 盈利能力指标盈利能力指标是反映企业盈利能力的指标。
HND 客服中文提纲 (林滨版)
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客服报告可能太琐碎了大家不同程度上都有很多疑问,又比较着急要交,我写了一个中文的要求,尽量详细希望能给大家点帮助。
因为最近有部门活动真的是太忙了,没办法给大家一一解答问题,只能发个文档,要是还有什么疑问就上课的时候见面问吧,微信什么的真的是应对不来了,不好意思啊,我尽力了只能做到这了。
这个只是尽我所能写的一些东西,大家结合自己听的可以参考一下,一切都以老师讲的为准,这个仅供参考,群里面有她的录音,那个更官方。
以及码字码得太快了可能有病句错别字什么的大家别介意。
1.0Introduction分两段,一共写半页纸就可以。
段一:所选公司的简介段二:整个报告的简介(就是把十个小标题串起来,说一下这个报告会涉及到什么方面的内容)2.0Expectation of internal and external customer·Internal Customers段一:内部客户定义。
加一张内部客户的图片段二:简单介绍图片(这是一个什么职务,为什么他是内部客户一类的,两行左右即可)再加一张内部客户的图片段三:简单介绍图片(这是一个什么职务,为什么他是内部客户一类的,两行左右即可)·Needs of Internal Customers内部客户需求六选三。
分成三段写,每段6-7行。
每一段针对你所选的方面要写你所选的公司是怎么做的,要写微观具体的不能是泛泛的一说。
然后每段写一个结论(结论就是内部客户对于公司所做的是否满意,给他们带来了什么)。
注意是三段每一段都要写一个结论,不是三段写完总结论。
·External Customers段一:外部客户定义。
加一张外部客户的图片段二:简单介绍图片(为什么说是外部客户,他和公司是一个什么关系。
两行左右即可)再加一张外部客户的图片段三:简单介绍图片(为什么说是外部客户,他和公司是一个什么关系。
两行左右即可)·Need of external customers外部客户需求六选三。
HND大二经济学导论报告参考Outcome三
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An Evaluation of UK Government Policy on Mentalhealth and behavior in schoolsTable of Contents1 Introduction (1)2 Market failure (2)2.1 Merit goods (2)2.2 Public goods (2)2.3 Impertfect competition (2)2.4 Externalities (2)3 UK Governments policy (1)3.1 Introduction to the policy (2)3.2 instruments used (2)3.3 Justification of the performance of policy (2)4 Conclusion (2)References (5)Appendices (6)Appendix I: (6)Appendix II: (6)1IntroductionThis report aims to explain the‘market failure’and the role of government in relative to merit goods, public goods, imperfect composition and externalities.The policy about mental health and behavior in school will also be introduced.Then it will describe the instruments used to achieve the policy and evaluate the policy.2Market failureMarket fail, that is, they do not provide all of the goods and services needed by the government,nor by society(SQA,2013a p184).2.1Merit goodsThe government provides services that might not be provided by the private sector in sufficient quantities or of a sufficient quantity (SQA,2013a p188).For instance,medical services,education and so on.In China,the government provides the public universities and nine year education,which support children to go to school and get a better education.2.2Public goodsThese are commodities, which would not be provided by the private sector because they would find that many people, even if they benefited from them, would refuse to pay(SQA,2013b p190), for example, grills in the park and Automatic Pet Water Fountain and so on.In many countries, the government provides the Automatic Pet Water Fountain, which is convenient for passerby to drink water whenever they want.2.3Imperfect competitionA company which control their own market , and they have no rival. A monoplist can adjust prices output in the market.for example, on February 5, 1991, pierpont Morgan bought Andrew Carnegie, Rockefeller,several iron ore and all the steel business,became the largest steel company , 65% of steel production by their control.The government could establish perfect competition through the establishment of enterprise competition policy (Peter,2013)2.4ExternalitiesAn externality is an effect of a purchase or use decision by one set of parties on others who did not have a choice and whose interests were not taken into account (SQA,2013d p188).For example, the negative externalities include car exhaust, smoking, kara OK noisy,which will do harm to the environment and people’health.As far as I am concerned, the government should have odd-and-even license plate rule and provide new energy electric vehicle.The positive externalities include new technology like purify the water and restoration of historical buildings.I think the government should support the enterprise to create more new technology.3UK Governments policy3.1 Introduction to the policy--Mental health and behavior in schoolsThe purpose of this policy is to let all pupils benefit from learning and developing in a well ordered school environment that fosters and rewards good behaviour and sanctions poor and disruptive behaviour. Their behaviour and discipline in schools advice sets out the powers and duties for school staff and approaches they can adopt to manage behaviour in their schools. It also says that schools should consider whether continuing disruptive behaviour might be a result of unmet educational or other needs. Published on16 June 2014,last updated on18 March 2016(Gov,UK,16 June 2014)3.2 Instruments usedInstruments- economic variables that governments can control directly for example, tax, public spending(SQA,2013e p194).The government take actions via government spending and relevant regulation.They found the Child and Adolescent Mental Health Services to deal with it.The specific services offered by CAMHS vary depending on the needs of the local area. The best way to influence those services overall is to get involved with the local health and wellbeing board.The government take actions to help them in referring pupils effectively to specialist CAMHS and otherwise working well with the service for the benefit of their vulnerable pupils. These include:1.The government hire some people documenting evidence of the symptoms or behaviour that are causing concern,encouraging the pupil and their parents/carers to speak to their GP2.The government spent some money working with local specialist CAMHS to make the referral process as quick and efficient as possible(Spence, S.H. 2003)3.1Justification of the performance of the policyI think the policy is successful, the mental health care benefits can make children to have a happier life.Thanks to the policy, children now have the ability to develop psychologically, emotionally, intellectually and spiritually.However,I think the policy also has some disadvantages.It has greatly increased government pressure.For example,Set up the CAMHS organization to support the school and some public organization。
HND商务会计高级outcome_3_4_5报告答案.docx
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.word 可编辑 .Index pageIndex page⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯.. Introduction⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯.Background ⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯.. FindingsSection 1⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯Section 2⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯Section 3⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯Conclusion⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯Reference⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯..word 可编辑 .IntroductionBackgroundSSP plc is a company operating in the food manufacturing industry. It is engaged in food processing, supplying all the main supermarket chains with first class process meat products. During the last few years the company has been difficult because of the BSE andFoot and Mouth disease made a declining demand for meat product. The bad outstanding achievement stopped in 2004 and a partial rebound in the market produced an increase in turnover by nearly 15%. It is expected that this rebound in the market will gather momentum over the coming year and the SSP plc is planning to take even greater strides forward by opening a new processing plant in Glasgow.As requested in the chief executive s memo’ of 30 December, here is my reportsummarising and analysising the financial position of the SSP plc for the year 2003 and2004.OutlineThe main body of the report will evaluate five parts:Part 1--- Analyze the users of financial information and the purpose of using.Part 2--- State of financial source and categorize with their characteristics.Part 3---Explain the cash flow statement of SSP plc.Analyze the recent financial performance and position of the SSP plc.(Including my recommendations about how to improvement of business performance).word 可编辑 .FindingsSection ers of financial accounts.Users of financial statements are a group of people or organizations who use the information to make evaluations and decisions. Users of financial information can bedivided into two categories: internal and external users.Now, I will use a table to show you the users’ purpose and sources of information to get the statements.Section 2.Source of financesTo run a business, organizations require finance for different proposes and for varyinglengths of time. In the finance, we divide sources of capital into two categories: equitycapital and loan capital. Equity capital is the finance provided by the owner and there is nointerest to pay. Loan capital refers to money that is borrowed from a source outside thebusiness. The interest of loan capital must be paid. Sources of finances could be clarifiedinto short, medium and long term. The short-term refers to finance that are borrowed fora period of no more than one year. The medium-term refers to funds that are borrowed fora period of between two and ten years. Long-term refers to funds that are borrowed for aperiod of more than ten years.In the case study, the source of finances of SSP plc is: trade creditors, tax, bank overdraft, debentures, ordinary share capital and the retained profits from last account period..word 可编辑 .Short-term sources:1.Trade creditors:Trade creditors are produced when the purchase of raw materials or stock is delaying topay, thus, there is more cash which would be used for other uses. There is also aninterest free way of raising finance. However, the credit could lead to poor relationswith suppliers and the customers may forfeit discounts.The credit is£544,000 in 2003 and it decreased to he percentage£405,000ofin 2004. T decrease is 25.56%. The decrease of credit infers that SSP plc has a good financialsituation that it has a strong ability to pay credits back to suppliers. This could improvethe relationship with suppliers.2.Bank overdraft:Bank account holders can prearrange with the bank to draw cheques to a greater valuethan the actual balance in the account. Interest should be paid by customers and bankcharges will apply where an overdraft limit has been exceeded. Bank overdraft is flexibleand cheap. It has a low cost. Some small bank overdraft even has a free of charge.SSP plc had no overdraft but the number increased to£86,000 in 2004. The shows that the company borrowed money from bank for its expansion in Glasgow.Long-term sources:1.Debentures:Debentures are loans make to companies that carry a fixed rate of interest.Thecompany ’fixeds assets normally secure debentures. Debentures have a fixed timeperiod or an open time period. The shareholders are not debenture holders.Adebenture interest is paid as an expense not an appropriation of profit.SSP plc has a fixed debenture (£1,560,000) in the year of 2003 and 2004. It tells us the company ’ s fixed assets are steady.2.Ordinary shares:Ordinary shareholders receiving pay-outs from company after preference shareholdersare paid. Ordinary share dividends are not fixed and subject to companyperformances and decisions of management in paying dividend.In SSP Company, the ordinary share capital is£1,950,000and in2004both.It2003infers that the company has a steady operation situation.3. Retained ProfitsThe retained profit is the finance brought from the last financial period. It is not fixedand may be a negative number. It presents operational situation of last period.The retained profits decreased from 505,000£ to420,000£. The percentage change ofdecrease is 16.83%. The lower ratio shows us the company had made fewer profits in2003 then it was in 2002.Section 3. Ratio Analysis1.Major inflows is Net cash flow op erating activates of£ 1,345,000.Major outflow is Payments to acquire fixed assets, which takes£ 984, 2.Ratio AnalysisProfitability Ratios:Gross Profit Percentage=Gross profit/Turnover x 100%2003: GPP=£ 7,000,000/£ 11,674,000 x59100.96%=2004: GPP=£ 8,037,000/£ 13,382,000 x60100.06%=Trend: IncreaseAnalysis: The increase of ratio is a good sign. The positive trend can be an indicationthat stock control of meat product has improved, demand for the meat product has increased after the diseases, or purchasing policies have improved. The managers should keep the good trend and go on develop it, such as improving marketing strategy, setting better pricing policy, or improving stock control.Net Profit Percentage=Net Profit before Taxation/ Turnover x 100%2003: NPP=£ 1,182,000/£ 11,674,000 x10100.13%=2004: NPP=£ 901,000/£ 13,382,000 x 6100.73%=Trend: DecreaseAnalysis: The decrease of the ratio is a bad sign that it indicates a low profit of the company. From the P&L Account of the SSP plc, we know that although the grossprofit increased, the operation cost is much higher in 2004; it leads to a decrease innet profit. So the managers should think about how to decrease our operation cost tohelp our company earn more profit.Liquidity Ratios:Current Ratio=Total Current Assets/Total Current Liabilities.word 可编辑 .2003: CR=£ 1,195,000/£ 767,000=1.562004: CR=£ 1,248,000/£ 701,000=.78Trend: IncreaseAnalysis: the increase of ratio is a good sign. Generally speaking a healthy current ratiois at least 2:1. The 1.56 and 1.78 indicate the company is a little bit over trading andhave difficulty in meeting its short-term debts. The main reason for the increase is the increase in the total current assets and decrease in the total current liabilities.I suggest that the company may keepmore profit for the short-term debts.The Acid Test Ratio=Liquid Assets/Current Liabilities2003: (£ 1,195,000-£608,000)/£ 767,000=.772004: (£ 1,248,000-£796,000)/£ 701,000=.64Trend: DecreaseAnalysis: The decrease is a bad sign. The ratio should be 1:1. But the ratio in both of2003 and 2004 is less that 1. And unfortunately, the ratio is still decreasing. SSP plcmeets a liquidity problem that the liquid assets decrease. The company managersshould pay attention to this ratio and organizatio n ’ s development.Efficiency Ratios:Fixed Asset Turnover=Turnover/Fixed Assets2003:£ 11,674,000/£ 4,017,000=2.91 times2004:£ 13,382,000/£ 4,318,000=.10times.word 可编辑 .Trend: IncreaseAnalysis: Where this ratio gas increase, this is a good sign. It indicates that the existingfixed assets are generating more sales and maybe investment in new fixed assets gascould be been paid off. Managers of SSP plc should develop and focus on it.Debtors Collection Period=Debtors/Turnover x 3652003:£ 306,000/£11,674,000 9x.57365=days2004:£ 452,000/£13,382,000 12x365=.33daysTrend: IncreaseAnalysis: It is a bad sign that there is an increase in DCP. It indicates that SSP’ s m have a poor credit control of poor invoicing system. The bad debts may also increase.The leaders of SSP should check their invoicing and reminder system to keep the ratioa proper range.Investment Ratios:Interest Cover=Profit Before Interest & Tax/Interest Charges2003:£ 1,416,000/£ 234,000=6.052004:£ 1,135,000/£ 234,000=.85Trend: DecreaseAnalysis: This ratio shows how capable the company is of covering its interest charges.The decrease is not good because the company is less able to meet its interest payments. But the ratio is still in a reasonable range. Leaders should try to increasecompany ’ s profit to keep this ratio a high level..word 可编辑 .Debt Ratio=Total Debts/Total Assets x 100%2003: (£ 767,000+£ 1,560,0(£4,017,000+0)/ £1,195,000) x 100%=44.65%2004: (£ 701,000+£ 1,560,000)/(£4,318,000+ £1,248,000) x 100%=40.62%Trend: DecreaseAnalysis: It is a good sign that the ratio increased. However, a healthy ratio shouldkeep around 50%. It indicates that SSP has fewer liabilities or keeps more assets. Thesign should be kept by managers.3.RecommendationAfter reading and analyzing three accounts from SSP Company, I found some problemswith it and now I will present my suggestions about the future management in thesetwo parts.Operational recommendationA ratio of Net Profit Percentage shows us that SSP plc has a high expenditure inoperation cost. It also indicates that the company has a low level of cost control.Therefore, I suggest that SSP should try to decrease the costs of sales and theoperation cost, such as adopting new management system and using contractors tofind distribution channels but to find them itself.Financial recommendationFor the source of finance, SSP has a bad performance of financial operating. In the CashFlow Statement, the Financing is£0, but the company is planning expansion in Glasgo The main inflow of the company is the sales. It is a dangerous phenomenon if the.word 可编辑 .company wants to use the turnover to expanse its business because it is impossible touse the current cash to support long-term investment. So I suggest that the companymay increase the number of share capital or make more debentures to get more long-term capital for expansion.ConclusionBy analyzing the P&L Account, Balance Sheet and Cash Flow Statement, we can infer thatSSP plc has a good operational performance. However, there are still many parts to improve and develop to help the company maximize profits.ReferenceRay H. Garrison, Managerial Accounting, Business Publications Inc., 1985, Printed inU.S.A.J.R.DYSON, Accounting for Non-accounting Students, Financial Times, 2004, Printed in Great Britain.Frank Wood & Alan Sangster, Business Accounting 2, Financial Times,Pitman Publishing, 1999, Printed in China.。
HND报告+页眉+模版2010-8-31
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Unit Title: Candidate Name:
Outcome: SCN:
HND 专业报告写作模板
(1)报告要统一用A4纸打印。
英语统一设定为Time New Roman字体。
版
面上空2.5cm,下空2cm,左空3.0cm,右空2.5cm。
每页使用默认字符数/行数,
行距设置为1.5倍行距,字符间距设为标准。
版式要求如下:
题目用24号字居中
第一层次题序(如Chapter 1)和标题用20号
第二层次题序(如 1.1)和标题用18号
第三层次题序(如1.1.1)和标题用14号
正文用12号字
页眉、页脚和脚注8号
页眉左边:Unit Title和Outcome number ;右边:姓名和SCN
第一层次题序和标题空一行开始,居中;其他层次题序和标题均左起,起始不空行、不空格
(2)论文中数字(包括题序和标题)使用阿拉伯数字,千以上的数字使用分节号表示
(3)论文中所涉及到的全部附图要计算机绘制,符号大小与正文同
(4)页码在右下角
(5)每段齐头,不留空
(6)表格标题在该表格右上角,字号9
(7)图表标题在该图表左下角,字号9
(8)图表和公式要统一编号,公式应另起一行书写
(9)论文内容设定文档结构图
(10)参考文献(Reference)字体字号同正文,包括书名(或网站、文章)、作者、年代、引用章节及页码
(11)如有附件,应在最后加“Appendix ”
Scottish Qualification Authority-HND Program page:。
HND-商务沟通技巧报告
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Communication: Analyzing and Presenting Complex CommunicationOutcome 1DE3N 34Candidate name:Class and Grade :REPORT ON CUSTOMER SERVIC IN CAMBRIDGE UNVERSITYTABLE OF CONTENT1.0Introduction…………………………………………。
.12.0Procedure…………………………………………….。
13.0Customer care (1)4.0The teaching system of school……………………….。
..1 4.1The teaching facility 。
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.14。
2Teacher resource and quality……………………………………。
.24。
3The library of school……………………………………………..。
25.0 The life in the school (3)5.1 Canteen…………………………………………………...……。
..35.2 Dormitory of school ………………………………。
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.36。
0 The entertainment of school (4)6.1 Sports..........................................................。
.. (4)6。
2 Activity and amusement.....................................。
(4)7。
0 Conclusion (5)8.0 Recommendation (5)9.0 Bibliography (6)10。
hnd客户服务报告
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Creating a culture of customer careH1F0 34Outcome1--2Agricultural BankI. IntroductionII. Internal and external customer needsInternal customerExternal customerIII. Customer relationship buildingIV. Customer services trainingVI. The key factors of after careVII. Introduction and evaluation of customer care strategy1. Knowledge of the product and customer’s characteristics2. Contact the service product and customer:3. With the product update service:VIII. Customer satisfaction and loyaltyIX. Introduction and evaluation of customer care standard X. ProposeAppendix:Appendix (1)Appendix (2)Appendix (3)Appendix (4)Appendix (5)Ⅰ、IntroductionAgricultural Bank of China is the state's five major banks, 2009 implementation of stock system reform, To become the five largest bank in the last listed banks.This article aims to analyze the Agricultural Bank of China Customer Service. The analysis includes: customer relationship building, customer service training, customer feedback qualitative and quantitative analysis, introduction and evaluation of internal and external customer needs, after-sales service, customer service strategy, customer satisfaction and loyalty, and customer service standards Introduction and evaluation. Finally, by the above, the company's customer service rationalization proposals.Three suggestion will be shown in the conclusion.Ⅱ、Internal and external customer needsInternal customer: It refers to internal acceptance of the enterprises of other individuals or units of services to individuals and departments.Internal staff of the Agricultural Bank of China Bank of Agricultural Bank of China's internal customers, they can enjoy the internal business and promotions, Agricultural bank of China arrangements for staff welfare policy.(See Appendix one)External customer: It refers to the purchase of the products or services providedin the enterprise external to the individual or institution.Agricultural Bank of China's external customers is usually to ABC for a variety ofbusiness customers, they enjoy the treatment and services are the same.(See Appendix two)Internal Customer Need:Reward:Agricultural bank of China salary level is based on the performance ofthe employee performance to determine, at the same time according to different company status, salary level is also different.The nature of supervision:Agricultural bank of China in the management is divided into four classes, respectively E, D, M, P.Quality of working life:Agricultural Bank of China employees are state workers, enjoy the formal wages, living by state subsidies and welfare. In the quality of work is on the hierarchy.External Customer Need:A Faster Speed Of Service:Agricultural bank of China's on-call service: is a bank launched can help customers anywhere at any time with any communication means, can and bank exchange of information system, and the traditional telephone banking is different, the call center service is two-way, interactive, customers can not only simple business consultation and query, but also can such as transfer, report the loss of STH, foreign exchange trading and substantial bank business, able to offer our customers convenient for banking services.Less break service commitment:Agricultural Bank of China is the country with the services of banks, credit degree is high, the high quality of service, for customers commitment will be adhered to, respect the rights of clients andintention, is the Agricultural Bank of China services.More product information:Agricultural Bank of China to provide customers with a perfect information system, whenever a customer has a need to understand the product information, will have the relevant customer service staffto provide customer solutions, providing detailed information service.III、Customer Relationship BuildingCRM theory: Is a customer-centric business strategy, regroup redesign of business processes and workflow information technology as a means to improve the customer service and in-depth customer analysis to meet customer need to improve customer satisfaction and loyalty, thereby ensuring customer lifetime value and corporate profits "win-win" strategy to achieve.According to the theory, including the benefits of customer relationship marketing;maintain growth in revenue, the sales meters if bone branding and more stable sales team with a low cost.Establish a strategic alliance to address the commercial channel conflict; build and improve online marketing channels; control channels, enhance the game for new channels.(Baidu,2012)Agricultural Bank of China marketing product is various fund management products, stock and insurance business, take the marketing means is thecooperation of the company to do marketing, and the Agricultural Bank has agood credit reputation.National security, it is also an important factor in the success of bank marketing.FMP:Bond and cross sales、Club member-ship programs、Society bond、Customer & Company、Customer & Customer、Database marketing、Structural bond.Finance bond:Agricultural specialty products is the Agricultural Bank of China, the unique financial services.For example, urbanization of rural credit, rural infrastructure constructionloans and so on the characteristic product, is the Agricultural Bank of China for 3 farmingpolicy puts forward financial preferential policies.Agricultural Bank of China and the major insurance companies launched a bank counter for personal insurance, insurance and payment services, which is the Agricultural Bank and insurance company business bundled sales.VIP:Golden Harvest card is the Agricultural Bank of China, specifically for high-end customers to provide bank card brand, aimed at the card for the media,for the majority of the cardholder to provide financial, business, life, entertainment and other intimate, distinguished service, construction of an exclusive service space and exchange platform. Golden Harvest card is the Agricultural Bank of China VIP customer status symbol, can use this to enjoy the corresponding preferential, preferential and value-added, exclusive service. Society bond:Database marketing:Agricultural Bank of China service customization services, banking services to customers, deposit, remittance and settlement, the average bank card, on behalf of retail business can be defined as the standard bank service.In commercial bank management stage, the retailbusiness is the agricultural bank business focus.Along with the electronic technology in financial services in a wide range of applications, retail business will greatly enhance the degree of automation.IV、Customer services trainingThe general training process includes: training needs analysis, training design, training delivery and training evaluation (Lv 2012).Customer service training includes : develop a customer service strategy / customer / client needs analysis / after-sales service and service recovery / effective customer communication .The general training process includes: training needs analysis, training design, training delivery and training evaluation (Lv 2012).Time: 5,15,2013-6,15,2013Training content (1)Customer service strategy; (2) customer service standard; (3) customer form; (4) analysis of customer demand; (5)customer feedback management; after sale service and service recovery; effective customer service communication; customer relationship management.Trainers and JIANGCHAOLIANGAccording to Kirkpatrick model,this is company's customer service belong to Level 3.Kirkpatrick model include (Lv 2012):Level 1:Reactions of trainees to the content and methods of training, to the trainer, etc.Level 2: Learning attained during the training periodLevel 3: Transfer to learning to job behaviour in the work environmentLevel 4: Effect on the trainee ’s department. Level 5: Has the training affected the ultimate well-being of the organization.V 、The qualitative and quantitative customer feedbackQualitative analysis of the definition of:he qualitative research focuses on words and observations to find out reality, and attempts to describe people in natural situations (Lv 2012);Quantitative analysis of the definition of:The quantitative research grows out of a solid academic tradition that places considerable trust in numbers that represent opinions or concepts (Lv 2012). training siteShanghai financial center Trainingresource The SOHO China ’s president has rich job experience and the SOHO China has a unique marketing concept it can help theemployee has much more.Quantitative analysis method of choice questionnaire for customer feedback: The reanalysis data method using SPSS restructuring will greatly improve the efficiency of data analysis and reduce anthropogenic miscalculation. "Multiple Response" SPSS database use multiple sets of data are combined and then defined a new field group, which will be defined for each single multiple-choice questions in the new field group variable interval defined, and then for the newfield group frequency analysis. When after the completion of a single field is set, you can use the block to the other multiple-choice questions, re-use analysis, which can greatly improve the efficiency of the multiple-choice data analysis.Observed Feedback qualitative analysis method: Mainly to establish a model forthe sale of goods, the various factors that affect the sales price is mutual influence and mutual restriction, they form a system, and thus to customer satisfaction as the main indicator to analyze the impact of the sales price, the key variable is the customer satisfaction. After expert advice, can determine the impact of the price factor set of variables including environmental satisfaction,the property satisfaction and price satisfaction.Summary:According to the investigation of Agricultural Bank, found that bank consumer group more popular, because the bank for agriculture policy business more consistent with the mass, especially the attention, compared to other stateof the major banks, ABC’s outlets set up is more, a wide range of customergroups.Access summary : The agricultural bank outlets set up more personnel, wide distribution, geographical span is big, also resulted in ABC's service attitude difference, including service quality are also different, so at the time of investigation for the Agricultural Bank of China, there are many different opinions, mixed.The bank needs to improve the place a lot.As one of the large state-owned enterprises, reputation is the most important.VI. The key factors of after careAgricultural Bank of China, the service is very attentive.The one-stop service:it means to improve efficiency, in some places at the same time need more than one location in the past, and many times, a lot of choreography completed service.Attentive service: It is also called butler service. attentive service also known as housekeeping services. As the core of the concept of humane establish people-oriented set of pre-sales, sales, after-sales service as one of the three-dimensional, throughout the entire process of product flow.Call center:call center is a complete system of integrated information services using various advanced means of communication to provide customers with high-quality, high-efficiency, full range of services.Self-service:The self-service (self service) is the industry through thedeployment of "self-service" support platform, allowing users to access to services through self-service platform or terminal. Include fault diagnostic products, product training, product sales, trading service-shaped.It refers to the deployment in the manufacturing, allows users to access services through self-service support platform, self-service platform or terminal. The place of business of the Agricultural Bank of China all have ATM self-service machines, the use of customer-friendly.Agricultural Bank of China is a state-owned bank, is also a long history of credit bank products and services, has a good reputation, ABC should be a lot of efforts to enhance the development of new products, the banking system is more diversified, so that the customer groups more vast.VII、Introduction and evaluation of customer care strategyAgricultural Bank of China customer service strategy is people-oriented, and implementing the the three agricultural policy, the customer base is not limited,the state-owned five largest banks in the most extensive customer base, the greatest impact of the bank.As the theory, customer service strategy and the design flow includes:1. Development and evaluation of business strategy2. Key determinations of customer care strategy3. Creation of creativities4. Evaluation and development of creativities5. Feability and Profit Assessment6. Clear roles and responsibilities7. Implementation Test8. Commercialization9. Evaluation and Double-loop learning.The company designs the steps customer strategy is including:1.Knowledge of the product and customer’s characteristics:Agricultural Bank of China asked the customers to come to do business in the views of the Agricultural Bank of China, including the requesting client to help fillin the the various investigations table like are the Agricultural Bank of China continue to progress. ABC can understand customer demand for banking products, in order to respond in a timely fashion.2. Contact the service product and customer:Agricultural Bank of China has always been to strengthen exchanges with customers. Enjoy the company's products and the information fed back by the customer, the Agricultural Bank of China has also been progress, ABC has a comprehensive customer information system, which is the Agricultural Bank of China can now state-owned groups of five bank customers reasons.3. With the product update service:Agricultural Bank of China continued research and development of new financial products, for example sub tripartite hosting wealth management business of the Agricultural Bank of China, since its introduction, has been acclaimed financial products, it also attracts a lot of customers to transact business and use the product in ABC.VIII、Customer satisfaction and loyaltyIn the theory, loyal customers will have the following several kinds of performance:·Frequently purchase products or services.·Dependence on products or services.·Purchase relevant products or services.·Recommend products or services to potential customer.Agricultural Bank of China has many loyal customers, such as deposits of large state-owned enterprises and foreign companies, this company is a major sourceof funding for the Agricultural Bank of China, the state-owned enterprises through the Agricultural Bank of China obtained through these loans interest loans to the Agricultural Bank of China to operateto make a profit, this is the cooperative relationship between them, the Agricultural Bank of China, as state-owned banks with good credit and capital flows, so popular with thestate-owned company's support.IX、Introduction and evaluation of customer care standardFive customer service standards:.Customer classification: The enterprise must decide which one is more important principle, and provide the corresponding services according to the customer's grade..Client Experience: To provide service for customers with continuous, reliable, high standards of service..Internal collaboration: Company should make no exception to internal and external..Reference point: The team performance should link up with the quality of customer service..Process integration: Integration for company business process, and take it customer-centric.According to the theory and the design of the customer service standard, the need to consider the following factors (Lv 2012):?Recognise existing and expected contacting points from service map?Transfer expectation to action?Choose appropriate action for standard?Set soft or hard standard?Design reflection system for both soft and hard standard?Set hard indication and soft objective?Evaluate standard by indication and objective?Offer outcome of appraisal for staff?Evolve indication and objectiveAgricultural Bank of China has basically reached the five customer service standards, the Agricultural Bank of China has dedicated customer sales and service system, the team trained, they can accurately analyze customer type, and give the corresponding service. Agricultural Bank of China has many awards, outstanding team, you can get a wealth of year-end bonuses.Internal cooperation of the Agricultural Bank of China is very good, because the cooperation was also higher welfare, so we are more willing to co-operate to customer service, the Agricultural Bank of China has been widely acclaimed.X. ProposeAgricultural Bank of China, although around them state-owned one of the four major banks, outlets many have set up outlets at home and abroad, but after visited place of business, the attitude of staff is not very uniform, the Agricultural Bank of China should be more training Aug work, a service uniform provisions.On the other hand, in 2009, the Agricultural Bank of China shares reform, ABC's products are more abundant, but rarely for the introduction of the product aswell as information, which lost a lot of clients, many customers we offer in oursurvey the part of the Agricultural Bank of China products have never heard of,or just a little understanding for the ABC to promote the company's products,this is no good, the company needs to make more efforts in product promotion. And new product innovation above should be a lot of strengthening, new products to attract new customer groups. This is the need to strengthen the place of the Agricultural Bank of China.Appendix:Appendix 1:Appendix 2:Appendix 3:Quantitative analysis1. How old are you?A.25B.25 to 30C.30 to 40D.More than 402, Are you use the Agricultural Bank how long the product?A. Only one yearB. Two yearsC. Three yearsD. More than three years3.Do you think the Agricultural Bank of China attracts you most what is the type of product?A. Access businessB.The fund management businessC.Three aspects of the businessD.Loan business4.How much do you know to the Agricultural Bank?A.Know muchB.In generalC.A small portion ofD.Don't know5.Your satisfaction with the products and services of ABCA.Very satisfiedB.Feel goodC.In generalD.Not good6.Are you satisfied with the overall service of ABC?A.SatisfiedB.Dissatisfied7.Do you have used the Agricultural Bank product?8.Do you come into contact with the Agricultural Bank of China rural operations?A.Contact withB.Contact pointC.No9.Do you think the bank which need to improve?Please give our suggestions. Appendix 4:Interview1.Ask when you choose the Agriculture Bank of China?2.How the way do you know the Agriculture Bank of China?3.How do you think what the business of Agricultural Bank of China the most attractive customers?4.How do you want the Bank launched what type of business?5.How long do you go to the Agricultural Bank6.How do you think the bank deal with customer service attitude how?7.Whether you are satisfied with the service attitude?8.How do you think the bank and do more defective?9.If you were given a separate experience bank customer service opportunities, you most want to experience a which part?Appendix 5:Reference(1). Pan S.Y. (2006), Symbol: SOHO Chinese avant-garde ten years, TsinghuaUniversity Press.(2). LV, X, (2012), lecture handout creating a culture of customer care, Renmin university.(3). Hercules Yang, 04-09-2003, World class customer service of the five standard, 12.24.2012, .ceconline./sales_marketing/ma/8800052652/01/(4). 2012 Chinese real estate five hundred strong enterprises, 51 Capital Project Network, news.51zjxm./bangdan/20120330/13650.html(5). N22x33 (2012), SOHO China Employer Brand, 12.24.2012,。
HND商务会计高级outcome 报告答案
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Index pageIndex page………………………………………..…. Introduction…………………………………………. Background………………………………………..…FindingsSection 1…………………………………………Section 2…………………………………………Section 3…………………………………………Conclusion………………………………………….. Reference…………………………………………….IntroductionBackgroundSSP plc is a company operating in the food manufacturing industry. It is engaged in food processing, supplying all the main supermarket chains with first class process meat products. During the last few years the company has been difficult because of the BSE and Foot and Mouth disease made a declining demand for meat product. The bad outstanding achievement stopped in 2004 and a partial rebound in the market produced an increase in turnover by nearly 15%. It is expected that this rebound in the market will gather momentum over the coming year and the SSP plc is planning to take even greater strides forward by opening a new processing plant in Glasgow.As requested in the chief executive’s memo of 30 December, here is my report summarising and analysising the financial position of the SSP plc for the year 2003 and 2004.OutlineThe main body of the report will evaluate five parts:Part 1--- Analyze the users of financial information and the purpose of using.Part 2--- State of financial source and categorize with their characteristics.Part 3---Explain the cash flow statement of SSP plc.Analyze the recent financial performance and position of the SSP plc.(Including my recommendations about how to improvement of business performance) FindingsSection 1. Users of financial accounts.Users of financial statements are a group of people or organizations who use the information to make evaluations and decisions. Users of financial information can be divided into two categories: internal and external users.Now, I will use a table to show you the users’ purpose and sources of information they use to get the statements.Section 2. Source of financesTo run a business, organizations require finance for different proposes and for varying lengths of time. In the finance, we divide sources of capital into two categories: equity capital and loan capital. Equity capital is the finance provided by the owner and there is no interest to pay. Loan capital refers to money that is borrowed from a source outside the business. The interest of loan capital must be paid. Sources of finances could be clarified into short, medium and long term. The short-term refers to finance that are borrowed for a period of no more than one year. The medium-term refers to funds that are borrowed for a period of between two and ten years. Long-term refers to funds that are borrowed for a period of more than ten years.In the case study, the source of finances of SSP plc is: trade creditors, tax, bank overdraft, debentures, ordinary share capital and the retained profits from last account period.Short-term sources:1.Trade creditors:Trade creditors are produced when the purchase of raw materials or stock is delaying to pay, thus, there is more cash which would be used for other uses. There is also an interest free way of raising finance. However, the credit could lead to poor relations with suppliers and the customers may forfeit discounts.The credit is £544,000 in 2003 and it decreased to £405,000 in 2004. The percentage of decrease is %. The decrease of credit infers that SSP plc has a good financial situation that it hasa strong ability to pay credits back to suppliers. This could improve the relationship withsuppliers.2.Bank overdraft:Bank account holders can prearrange with the bank to draw cheques to a greater value than the actual balance in the account. Interest should be paid by customers and bank charges will apply where an overdraft limit has been exceeded. Bank overdraft is flexible and cheap. It has a low cost. Some small bank overdraft even has a free of charge.SSP plc had no overdraft but the number increased to £86,000 in 2004. The increase shows that the company borrowed money from bank for its expansion in Glasgow.Long-term sources:1.Debentures:Debentures are loans make to companies that carry a fixed rate of interest. The company’s fixed assets normally secure debentures. Debentures have a fixed time period or an open time period.The shareholders are not debenture holders. A debenture interest is paid as an expense not an appropriation of profit.SSP plc has a fixed debenture (£1,560,000) in the year of 2003 and 2004. It tells us the company’s fixed assets are steady.2.Ordinary shares:Ordinary shareholders receiving pay-outs from company after preference shareholders are paid.Ordinary share dividends are not fixed and subject to company’s periodical performances and decisions of management in paying dividend.In SSP Company, the ordinary share capital is £1,950,000 in both 2003 and 2004. It infers that the company has a steady operation situation.3.Retained ProfitsThe retained profit is the finance brought from the last financial period. It is not fixed and may be a negative number. It presents operational situation of last period.The retained profits decreased from £505,000 to £420,000. The percentage change of decrease is %. The lower ratio shows us the company had made fewer profits in 2003 then it was in 2002.Section 3. Ratio Analysis1.Major inflows is Net cash flow operating activates of £1,345,000.Major outflow is Payments to acquire fixed assets, which takes £984,000.2.Ratio AnalysisProfitability Ratios:Gross Profit Percentage=Gross profit/Turnover x 100% 2003: GPP=£7,000,000/£11,674,000 x 100%=%2004: GPP=£8,037,000/£13,382,000 x 100%=%Trend: IncreaseAnalysis: The increase of ratio is a good sign. The positive trend can be an indication that stock control of meat product has improved, demand for the meat product has increased after the diseases, or purchasing policies have improved. The managers should keep the good trend and go on develop it, such as improving marketing strategy, setting better pricing policy, or improving stock control.✧Net Profit Percentage=Net Profit before Taxation/ Turnover x 100%2003: NPP=£1,182,000/£11,674,000 x 100%=%2004: NPP=£901,000/£13,382,000 x 100%=%Trend: DecreaseAnalysis: The decrease of the ratio is a bad sign that it indicates a low profit of the company. From the P&L Account of the SSP plc, we know that although the gross profit increased, the operation cost is much higher in 2004; it leads to a decrease in net profit. So the managers should think about how to decrease our operation cost to help our company earn more profit.Liquidity Ratios:✧Current Ratio=Total Current Assets/Total Current Liabilities2003: CR=£1,195,000/£767,000=2004: CR=£1,248,000/£701,000=Trend: IncreaseAnalysis: the increase of ratio is a good sign. Generally speaking a healthy current ratio is at least 2:1. The and indicate the company is a little bit over trading and have difficulty in meeting its short-term debts. The main reason for the increase is the increase in the total current assets and decrease in the total current liabilities. I suggest that the company may keepmore profit for the short-term debts.✧The Acid Test Ratio=Liquid Assets/Current Liabilities2003: (£1,195,000-£608,000)/£767,000=2004: (£1,248,000-£796,000)/£701,000=Trend: DecreaseAnalysis: The decrease is a bad sign. The ratio should be 1:1. But the ratio in both of 2003 and 2004 is less that 1. And unfortunately, the ratio is still decreasing. SSP plc meets a liquidity problem that the liquid assets decrease. The company managers should pay attention to this ratio and organization’s development.Efficiency Ratios:✧Fixed Asset Turnover=Turnover/Fixed Assets2003: £11,674,000/£4,017,000= times2004: £13,382,000/£4,318,000= timesTrend: IncreaseAnalysis: Where this ratio gas increase, this is a good sign. It indicates that the existing fixed assets are generating more sales and maybe investment in new fixed assets gas could be been paid off. Managers of SSP plc should develop and focus on it.✧Debtors Collection Period=Debtors/Turnover x 3652003: £306,000/£11,674,000 x 365= days2004: £452,000/£13,382,000 x 365= daysTrend: IncreaseAnalysis: It is a bad sign that there is an increase in DCP. It indicates that SSP’s may have a poor credit control of poor invoicing system. The bad debts may also increase. The leaders of SSP should check their invoicing and reminder system to keep the ratio a proper range.Investment Ratios:✧Interest Cover=Profit Before Interest & Tax/Interest Charges2003: £1,416,000/£234,000=2004: £1,135,000/£234,000=Trend: DecreaseAnalysis: This ratio shows how capable the company is of covering its interest charges. The decrease is not good because the company is less able to meet its interest payments. But the ratio is still in a reasonable range. Leaders should try to increase company’s profit to keep this ratio a high level.Debt Ratio=Total Debts/Total Assets x 100%2003: (£767,000+£1,560,000)/(£4,017,000+£1,195,000) x 100%=%2004: (£701,000+£1,560,000)/(£4,318,000+£1,248,000) x 100%=%Trend: DecreaseAnalysis: It is a good sign that the ratio increased. However, a healthy ratio should keep around 50%. It indicates that SSP has fewer liabilities or keeps more assets. The sign should be kept by managers.3.RecommendationAfter reading and analyzing three accounts from SSP Company, I found some problems with it and now I will present my suggestions about the future management in these two parts.Operational recommendationA ratio of Net Profit Percentage shows us that SSP plc has a high expenditure in operation cost. Italso indicates that the company has a low level of cost control. Therefore, I suggest that SSP should try to decrease the costs of sales and the operation cost, such as adopting new management system and using contractors to find distribution channels but to find them itself.Financial recommendationFor the source of finance, SSP has a bad performance of financial operating. In the Cash Flow Statement, the Financing is £0, but the company is planning expansion in Glasgow. The main inflow of the company is the sales. It is a dangerous phenomenon if the company wants to use the turnover to expanse its business because it is impossible to use the current cash to support long-term investment. So I suggest that the company may increase the number of share capital or make more debentures to get more long-term capital for expansion.ConclusionBy analyzing the P&L Account, Balance Sheet and Cash Flow Statement, we can infer that SSP plc has a good operational performance. However, there are still many parts to improve and develop to help the company maximize profits.Reference●Ray H. Garrison, Managerial Accounting, Business Publications Inc., 1985, Printed inAccounting for Non-accounting Students, Financial Times, 2004, Printed in Great Britain.●Frank Wood & Alan Sangster, Business Accounting 2, Financial Times, Pitman Publishing, 1999,Printed in China.。
HND 商沟报告(3)(1)
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1.0 introduction reportThis report aims at investigating the Southwest Airlines on its customer service, clarifying its customer service strategy based on its regular basis. Southwest Airlines was established in 1967 by Herb Kelleher. In 1971, it began operating as an intrastate airline wholly within the state of Texas. The airline has more than 55,000 employees as of July 2017 and operates more than 4,000 departures a day during peak travel season. Southwest Airlines has only operated Boeing 737 jetliner models, except for the period from 1979 to 1987. Now, it is the largest airline in the United States by number of passengers carried domestically per year and the largest airline in the world by number of passengers carried. It also the world’s largest low-cost carrier. This report starts displaying that company how to build a good relationship with customers and consolidate it by analyzing its information collecting system, current commitments for improvement. The general conclusion of the distribution problem is drawn and the corresponding solutions to the unsatisfactory factors are proposed2.0 Procedures.I looked up information about Southwest airline via the Internet. I collected customer comments from Southwest airline’s website for Southwest airline over the years. Then I collected the process of Southwest airline to deal with customer feedback from the tripartite website.I also learned about the changes that Southwest airline has made to the company's existing problems through the news on the Internet.3.0 findings3.1 the reputation of customer careSouthwest airline's customer care has been very successful. Three aspects can be summarized from customer reviews. On the one hand, food on the plane, Southwest airline Airlines has a special food for children, and each passenger's meals are carefully designed to provide passengers with a good mood to eat.On the other hand, the infrastructure on the plane is very humanized, providing child seats and seating formats that ensure the privacy of the customer on the premise of being spacious and comfortable. The last part is that the entertainment facilities are very rich. All passengers are equipped with optional audio-visual system. First class and business class are equipped with private screens and all kinds of channels. Southwest airline also has its own online store and about 1000 retail partners, so passengers can enjoy shopping time easily.These full-scale customer service earned a lot of satisfaction from customer, which built a excellent reputation in customer’s mind and word of mouth. But nowadays, they faced that many good airline companies in the same line of businessBut in other side, there are also unsatisfied with respect to entertainment facilities, to be more specific, films in the person entertainment equipment are only confined to English, therefore, there are a lot of moans that come from other countries passenger. Apart from this, online check-in system also bring some inconvenient for customers, some customers reflect that the online check-in system just open to first class, thus they cost much time on it.3.2 how has customer feedback been collected and managed Southwest airline has a special approach to collecting customer feedback. Southwest airline has a global liaison office and a global office in 80 countries. Each office has a separate hotline and email address to receive customer feedback. In addition, on Southwest airline's website, customers can also fill out submissions to provide feedback, and companies can also get feedback from customers through a third-party site or get it from Southwest airline's official app, which can be useful for collecting customer feedback.Southwest airline has a customer-centric approach. In the face of customer feedback, employees listen carefully, understand customers' demands, find out the job omission and apologize, inform management and make decision. Southwest airline deal with customer feedback process is not simple enough, processing speed is slow.4.0 conclusionThis report analyzes the Southwest airline Airways in customer care service. From the honor of Southwest airline, can be seen the customers love it and have higher expectations. Southwest airline collection of customer feedback has many special methods. Southwest airline in order to achieve the vision of the world's best airline, it will be aimed at the safety and needs of customers, improve customer satisfaction, to maximize meet customer demand, they have to deal with the existing problems started to adjust and make the action.5.0 RecommendationsCustomers have dissatisfaction on with the customer care aspect of Southwest airlines, as far as southwest airline is concerned, to solve these problems, the company need to introduce more abundant sources to meet customers from different countries. Apart from this, the problem regarding online check-in system should be focusing as well, this system cannot be just open for first class, as well as their economic customer, furthermore, most of airline companies offer seat-select service in online, this is means that southwest also should be keep pace with the times to support more convenient service to all customers.。
HND客服报告第二个作业
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Report for Creating a Culture of Customer Care (DJ4234) Outcome 3创建一个文化的报告客户关怀(DJ4234)结果3Research of customer care-----------------Samsung Electronics研究客户服务的————————————————三星电子Candidate name: Ma QianliGrade and Class: Financial services class 7Student ID: 9Submission day: of ContentsIntroduction 1care strategy 1Introduction of AXA’s customer care strategy 1 How Samsung build its customer care 2care standard 333Employee 333research of Samsung 's Qualitative and Quantitativecustomer feedback 4of business survey 4definitions and functions of qualitative Andquantitative methods4and quantitative methods that used in the feedback 5Evaluation of customer care strategy 5of customer care 介绍1客户服务策略1引入安盛的客户服务策略1如何构建它的客户关怀三星2客户关怀标准3环境3客户3员工3社区3供应商3研究的三星的定性和定量客户反馈4业务调查原因4的定义和功能的定性和定量方法4定性和定量方法,用于反馈5评价客户关怀战略5建议的客户关怀61.0 IntroductionIn this article, it mainly talks about the strategy of SamsungElectronics’s customer care. First, introduction of SamsungElectronics’s customer care with its formation is involved in the second section. Second, it gives a specific list of customer care standard, including environment, customer, employee, community and supplier. Thenit chiefly refers to the SamsungElectronics's Qualitative and Quantitative customer feedback. Methods of questionnaire and interview are used in the customer feedback. After talking about the customer feedback, it analyses the date about feedback and have made a conclusion. At last, an evaluation of SamsungElectronics is given to show others. Some recommendations are also raised to improve SamsungElectronics’s customer care. 在本文中,主要讨论了SamsungElectronics战略的客户关怀。
HND-客服报告正文
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HND-客服报告正文Creating a Culture of Customer CareH1F0 34Candidate Name:Grade and Class:Content1.0 Introduction (2)2.0 Expectation of internal and external customer (2)2.1 Internal Customers (2)2.2 External customer (3)3.0Establishment and maintenance of customer relationship (4)3.1 What is the customer relationship management (4)3.2 The benefits of CRM (4)3.3 How to establish CRM (4)4.0The way of organizing customer care training (5)5.0The qualitative and quantitative customer feedback (6)5.1 Quantitative research: (6)5.2 Qualitative research: (9)6.0 The key factors of after care (10)7.0Introduction and evaluation of customer care strategy (10)8.0Customer satisfaction and loyalty (12)9.0Introduction and evaluation of customer care standard (12)10.0 Suggestion on continuous improvement (14)References: (15)1.0 IntroductionPfizer incorporated is an American multinational pharmaceutical corporation headquartered in New York City, and with its research headquarters in Groton, Connecticut, United States. It is one of the world's largest pharmaceutical companies.This report is research the customer care of Pfizer incorporated. This report will research expectation of internal and external customer, Customer cultivate, Definition of customer relationship, The way of organizing customer care training, The qualitative and quantitative customer feedback, The key factors of after care, Introduction and evaluation of customer care strategy, Customer satisfaction and loyalty, Introduction and evaluation of customer care standard. Finally, put forward a reasonable proposal for the company's customer service.2.0 Expectation of internal and external customer2.1 Internal CustomersInternal customers are within the enterprise individuals and departments that to accept the services of other individuals or units of the enterprise. All employees of the company can be internal customersInternal Customers IntroductionPackage Artwork Specialist The Package Artwork Project Specialist will be responsible for implementing product artwork renewal, design and coordinating approval cycle for China in-line and new products.Staffs are company’s interior customer. Pfizer’s staffs need company improve them wagesand need company think highly of them and they need promotion in this company. They also need improve them life level.2.2 External customerExternal customers are outside the enterprise individuals or institutions that buy the products or services provided. For example:Retailers: a merchant who sells goods at retailFinal customer: someone who pays for goods or services.Retailer and final customer is Pfizer company’s external customers.Pfizer company’s customer need the company can provide more information about drug and customer need the company can ensure the product has good quality and customer need company provide give after-salesservice.3.0 Establishment and maintenance of customer relationship3.1 What is the customer relationship managementCustomer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers and prospects. The overall goals are to find, attract, and win new clients, service and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy3.2 The benefits of CRMAccording to the theory, the four benefits of customer relationship management is continued growth in revenue, the more affordable cost of sales, sales domino effect, and to increase the stability of the staff.3.3 How to establish CRMCustomer Profile : Collect the Customer Profile, including demographic information, consumer psychology, consumer demand and consumption behavior patterns, transaction records, credit and so on ,to fully understand the Customer Profile.Customer Segmentation: Establish Customer Segmentation, according to Customer desire and demand for products and services, is divided into different Customer groups, then according to the customers groups to provide products and services.Customer Satisfaction: Provide more than customer expectations of products and services.4.0 The way of organizing customer care trainingThere are 4 steps in customer care training, which is training needs analysis, training design, training delivery and training evaluation.(Roger,A_2002) For example about Pfizer company, they make a questionnaire about what do the employees need. And ask staffs some questions about customer care training face to face. Pfizer company leaders use this way to design training and analysis training needs. The company’s uses an office as training place and make a training schedule for staffs, and stipulate staffs must join in the training course. After staffs finish the training course, the company leader will make evaluation about the training. They will let the staffs who joined the training course receive customers and look them how solve some question during receive customers time. And evaluation staffs behavior is or not take some benefits to company.Pfizer company design customer care training contents for the staffs include service strategy, service standard, after-sales service and serve remedy, client demand analysis. The below table shows Pfizer company training design and training implement.Training needs analysis Pfizer need to promote new rhinitis medicineto the customer. So Pfizer need to train agroup of salesman.Training design Interpretation of the marketing skills andTraining needs for two weeks.6 hours of classtime every day.Training delivery Explain the drug treatment principle and theadvantages compared with other drugs. Training evaluation Use the sales and complaints to judgment.5.0 The qualitative and quantitative customer feedbackQualitative analysis of definition is The qualitative research focuses on words and observations to find out reality, and attempts to describe people in natural situations (Jarvis,P.1992). Quantitative analysis of definition is the quantitative research grows out of a solid academic tradition that places considerable trust in numbers that represent opinions or concepts (Jarvis,P.1992).Questionnaire are choice to quantitative analysis method for customer feedback, the company selected interviews / observation method of qualitative analysis for customer feedback.5.1 Quantitative research:1: Your gender ( )A: man B: woman2: Your age ( )A: Under the age of 20 B: 20 to 39 C: 40 to 59 D: More than 603: Your career is ( )A: civil servants B: enterprise employees C: freelancers D: student E: teacher F: doctor G:4: Your record of formal schooling ( )A: Below the junior high school or junior high schoolB: Senior high schoolC: College or bachelor degreeD: Master's or master's degree and above.5: Do you know what pharmaceutical brands ( )A: Janssen B: Pfizer C: United Laboratories D: MRK6: Which one do you think the following words can best describe the company ( ) A: Specialty B: Reliable C: Expensive D: Innovation7: How do you feel the overall quality of the brand product ( )A: Very good B: Good C: General D: Bad E: Very bad8: What do you think of the brand product innovation consciousness ( )A: Very good B: Good C: General D: Bad E: Very bad9: Would you like to recommend the brand to others ( )A: Very willing B: Willing C: unwillingness D: very uncomfortable 10: Your loyalty to the brand ( )A: Need to buy drugs, no matter how I will buy this brand.B: Need to buy drugs; I try to use the brand.C: Whether to choose this brand, I don't care.D: Even if need to buy drugs, I will also try to avoid the brand choice.11, Whether you would like to learn more about the brand ( )A: Very willing B: Willing C: unwillingness D: very uncomfortable12: You do you satisfied with the quality of products our company:A: Very satisfied B: Satisfaction C: Unsatisfactory D: Very unsatisfactory13: What do you think of the company products prices compared with similar products industry:A: low B: flat C: is higher14: Do you think that the brand is very good ( )A: YES B: NO15: Please suggest us to us:12A: Very satisfiedB: SatisfactionC: UnsatisfactoryD: Very unsatisfactoryMost people are very satisfied with the company's product quality.5.2 Qualitative research:Pfizer company send someone to interview with five questions.The questions are when contract, the sales staff explained to you the cost, if enables you to clearly understand the delivery costs?Sales staff whether explain drug matters needing attention for you?Are you satisfied with sales people?Do you satisfied with the whole company provide service?Does a drug have a positive effect on your illness?Customers are not satisfied with sales people. I hope we can improve the manners of salespersonnel. Customers don't satisfied with the service of the company; hope the company to provide more comprehensive services. Customers do not like to use courier delivery. Hope the company can directly sent home delivery.6.0 The key factors of after careAfter-sale service has five key elements which is Apologize,Immediate response,Empathy,Symbolic atonement and Tracing.A woman drinking after the supplement appeared allergies. Pfizer made an apology to the customer, Refund the cost, damages the customer $ 500,000. And provide free medical examination every month over the next year to the customer.Pfizer was adopted Apologize,Immediate response, Symbolic atonement and Tracing.7.0 Introduction and evaluation of customer care strategyAccording to the theory, the design process of customer service strategy include:1. Development and evaluation of business strategy2. Key determinations of customer care strategy3. Creation of Creativities4. Evaluation and development of creativities5. Feasibility and Profit Assessment6. Clear roles and responsibilities7. Implementation Test8. Commercialization9. Evaluation and Double-loop learning (Wilson,J,P_1999)The charts below shows Pfizer company's customer service strategy which is Express delivery of goods directly to customersReason to create the customer service strategy A lot of customers don't like to run long distances for buy health supplementsService originality The company commissioned FedExdoor-to-door.Feasibility evaluate and profitability evaluate Although many customers like this way. But because of the FedEx regulatory issues, many packages are replaced. So Pfizer set up their own logistics company are responsible for door-to-door delivery.As far as i am concerned, this customer service strategy is very good and successful, because this way attracts many customers. Customers can save a lot of time; their delivery logisticscompanies can also ensure the safety of the drug.8.0 Customer satisfaction and loyaltyThere are three principles which is repetition, relevance, recommendation. Repetition mean is frequently purchase products or services. Relevance mean is relevantly purchase products or services. Recommendation mean is Recommend products or services to potential customerMiss Marie has been buying Pfizer‘s health supplements from 2010. Because Miss Mary recommendation, her classmates and relatives to buy a Pfizer product.Because the company continuous innovation in them products. And they have good customers service and good after-sale service. So the principle of 3R customers increased year by year.9.0 Introduction and evaluation of customer care standardAccording to theory of customer design of customer service standard need to consider the following factors:•Recognize existing and expected contacting points from service map•Transfer expectation to action•Choose appropriate action for standard•Set soft or hard standard•Design reflection system for both soft and hard standard•Set hard indication and soft objective•Evaluate standard by indication and objective•Offer outcome of appraisal for staff•Evolve indication and objective(Morgan,D,L_1998)The map of customer service below shows about Pfizer receive customer buy a health supplements.The flow chart below gives information about Pfizer Customer service standard design.Expect Behavior StandardWarm and sweet 1.near with customer2.deliver positive energy3.establishing a bond 1.smile with customer2.talk with people eye to eye3.mail relationEfficiency 1.introduce goods2.answer customer’s question 1.know every goods2.can speediness solve customer’s problemCharacteristic Accept phone orders. Exclusive logistics delivery.I think the standards are very good and succeed. Because these standard are benefits company’s sale and this is not difficult,staffs can easy master. And these can make customer a good impression.10.0 Suggestion on continuous improvement1.More children than adults need compensatory nutrition. But Pfizer health supplements are most adults, not specifically for children's health care products. So Pfizer can try to develop children's health care products.2. Pfizer can try to accept online orders.3. Pfizer for customer tracking service only twice a year. Too little. Suggest to 2 months at a time.References:Jarvis, P. (1992), Perspectives on adult education and training in Europe, National Institute of Adult Continuing Education, Leicester.Morgan, D. L. (1998b), ‘Practical Strategies for Combining Qualitative and Quantitative Methods: Applications for Health Research’, Qualitative Health Research, Vol. 8, pp. 362-76.Reid, M. A., Barrington, H. and Brown, M. (2004), Human Resource Development: beyond training interventions, CIPD.Roger, A. (2002), Teaching Adults, 3rd Edition, Open University Press, Buckingham.Smith, C. B. (1983), ‘Quantitative versus Qualitative Research: An Attempt to Clarufy the Issues’, Educational Researcher, Vol. 12, pp. 6-13.Wilson, J. P. (1999), Human Resource Management: Learning and training for individuals and organizations, Kogan.Yang, X. and Liao, Y. (2007), ‘Building Structure of Human Resource Development within Corporation’, Journal of Business Times, Vol. 31, pp. 52-53.Lee, Changuk and Chon, Kye-Sung (2000) “An investigation of multicultural training practices in the restaurant indus try: the training cycle approach”, International Journal of Contemporary Hospitality Management, Vol. 12, No. 2, pp. 126-134.。
人资报告hnd
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Report on managing people and organizationHND,xxxSCN:115xxxxxxxxOct 17, 2012Content1.0 INTRODUCE2.1 relationships between goals, objectives and policy of SA2.2 The main principles of Open Systems Theory to SA2.3The main differences between the formal and informal organization within SA2.4 Four primary stakeholders of SA2.5 An effective control strategy for SA3.0 Conclusions4.0 References1.0 introduceThis report is mainly focus on evaluate and describe the organizations of the SA to help us know about the company. There are several aspects on the company such as the relationship between goals, objectives and police, the main principles of the Open systems Theory, the stakeholders, and the control strategy.2.1 relationships between goals, objectives and policy of SAGoals: Organizations are usually formed with the aim of achieving specific goals. These goals usually determine the direction that the organization will take over the long term and are not always very specific. Specific goals enable the organization to define and set clear targets, which are then measurable against actual performance and give the opportunity to take corrective action. In this case, SA is a public limited company, and its goals are maximize earnings per share, maximize profitability, and expansion/growth. (It aims to provide exceptional value for money, unparalleled comfort and convenience to its passengers.)Objectives: objectives are more specific than goals and identify the specific path to be taken in order to achieve goals. The objectives should be SMART-Specific, Measurable, Attainable, Realistic, and be time-specific. The prime objective must always be to meet the needs of customers or clients. In this case, the investors in Scotia Airways have set an ambitious programme for expansion over the next 5 years to include long haul destinations. This is the objective of the SA.Policy: These provide a framework of rules or guidance within which management and staff can make decisions. In the case, SA aspires to mark its international presence, by introducing flights to major European tourist destinations, its airlines international flights will only use custom built wide bodied aircraft, and would not offer economy class travel. In order for Scotia to successfully expand and compete in a challenging market, it will be required to change its working principles and practices. These two aspects are the policies of the SA.The relationship of the goals, objectives and policies:Goals identify the intentions behinds its decision or actions, they are secondary and mainly narrative objectives derived from the mission and are set in advance of strategy.Objectives are goals expressed in a form which is measurable. They not only represent the end point of planning, they are also the ends towards which provide a sense of direction and a measure of the achievement of success.2.2 The main principles of Open Systems Theory to SAthe main principles of Open Systems Theory are input, output, process and environment.2.3The main differences between the formal and informal organization within SAIn this case, the SA Company has specific purposes, such as expansion, making profits. And it has a formal structure, its own staff, management, rules, and this organization is controlled by the senior management. Senior Management agrees output targets with middle and junior managers and staff, and allows the operational planning to be determined by those managers and employees. The targets for scale of provision, passenger volume and market share are determined by senior managers, and middle and junior managers and employees then populate the details into the plan. So, the SA is a formal organization.2.4 Four primary stakeholders of SAOrganizations may have a variety of stakeholders, i.e. those who have an interest in the way the organization is run, its success, failure, strategy, and financial outcomes.A stakeholder is any person or organization likely to be affected directly or indirectly by a change in an organization. Examples of stakeholders are:Shareholders, employees, directors and managers, communities, government, customers, suppliers, financiers, unionsIn this case, the four primary stakeholders of SA are follows:Shareholders: they are interested in the organization and how it is run in order to determine whether their investment is safeguarded and the resources given to the managerial team have been used effectively. Due to their investments, SA has been an increase in staffing levels, an increase in budgets. It currently employs executives and managers in marketing, finance, HR and flight operations with operational and administrative staff within each department. The shareholders are in a powerful position to influence the path of the SA in that if they choose to withdraw their financial support for the management of SA, the business may fall into decline through lack of funds.Employees: they are primarily interested in job security and may also be shareholders. This group is a vital resource of the SA. Without their continued efforts the company would not be able to survive. They contribute to the wealth of the organization and are key to its success.Directors and managers: they are likely to be interested in how best to maximize profits and generate wealth both themselves and others, or to meet other targets which have been set by the company, such as expansion, in this case, the senior management interests in marking its international presence. Without the skill and efforts of the directors and management of SA, its resources would not be used to best advantage. A culture of trust has been emphasized and developed by both the management and workers and this has served to enhance the effectiveness, efficiency and overall performance of the business in SA. So having a good team in this role all other stakeholders will benefit: passengers will share in the continued success of the organization, shareholders are likely to benefit from the continuing success of theorganization by reward of dividend. As the result, The Company is very much regarded as a family-style business and has established a range of suppliers and clients that are seen as the extended family.Customers: they are generally interested in receiving value for money in the form of a good service supplied by SA which is fit for purpose.They are likely to show an interest in the long-term future of the company if there is a agreement with the service they have enjoyed. Without customers the SA would have no source of income.2.5 An effective control strategy for SAControl through rewards and punishments:Rewards are given in the form of financial benefits (salary, bonuses, and pensions) as well as nonmonetary benefits-benefits in kind-such as company cars, free meals, and uniforms. Other rewards of a more intrinsic nature include job satisfaction or withdrawal of rewards gains or loses people’s compliance.In the case, the rewards whatever financial benefits or nonmonetary benefits, it would increase the enthusiasm of the employees of SA because the staff are interested in job security and profits. The punishments would make them obey the rules and procedure strictly.3.0 Conclusions4.0 References。
HnD经济学导论outcome1报告
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International CollegeCentral South University of Forestry and TechnologyAssessment Task: _____________________________________________________________ Course Name:__________________________________ Outcome: ____________________ Prepared by:______________________________________________________ (English name)________________________________ (Chinese name)___________________ (Candidate Number)Class: ____________________ Name of Tutor:___________________________Due Date: _______________ Date Submitted:___________________Your report/essay should meet the following requirements。
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HND采购报告
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Content1.0 Introduction -------------------------------------- 1 3.0 The Factors Affecting Foreign Exchange Rates --------------------------------------------------- 3 4.0 Evaluate the Financial Risk on Exchange Rate of IPD -------------------------------------------------- 54.1 The Influence of the Fluctuation onExchange Rate to Payment --------------------- 54.2 The Benefit of Forward Buying to anImporter ------------------------------------------- 6 5.0 The Effect of Counter-Trade on Overseas Trading ------------------------------------------------ 6 6.0 The Need For An IPD to Achieve Continuity and Security of Supply Requirements ------------ 87.0 Conclusion --------------------------------------- 88.0 Reference ---------------------------------------- 91.0 IntroductionThis report is requested by international purchasing and supply. It will evaluate the key challenges in overseas sourcing.The report will assess the culture, language and communication of overseas procurement. At the same time, it analyzes the factors that affect exchange rate. In addition to this, in pd currency financial risk will also be mentioned. Of course, the report will discuss trade and need of IPD, in order to achieve the continuity of supply requirements and safety.2.0 The Effects of Culture, Language and CommunicationBecause of differences in language and cultural exchanges with, leading to different body language and idiom of negotiations the two sides to use, it makes the negotiations more difficult. So for the IPD for entering the market must first investigate the differences of culture and language, and to overcome the impact of differences in language and cultural context brings.T o avoid problems caused by these differences, we can use Hofstede's five cultural dimensions (Hofstede, Geert, 1984) to measure the different countries and cultural differences. This five cultural dimensions including power distance, Individualism (IDV) vs. Collectivism, Uncertainty avoidance index, Masculinity (MAS), vs. Femininity, Long-term orientation (LTO), vs. short term orientation and Indulgence versus restraint (IVR) .For example, to understand a country's management culture, you not only have knowledge of this country, but also its culture have a complete concept, can take the hint. BM make China's procurement and Europe are different. In China, the long-term direction is higher, so when IBM made the signing of contracts with Chinese suppliers, they have to make a long-term contract, because the Chinese suppliers concerned about the future, but it is another case in Europe. In addition to this, different countries have different languages and communication mode, it can cause some problems. For example, IBM and Chinese suppliers to communicate in English, but because of the language difference, suppliers need to hire a translator, it may lead to misunderstandings. Communication between China and the United States in the United States may wish to reach an agreement and signed a contract, while China may take more time for non-commercial activities, in the form of mini lectures and hospitable preference agreement to establish a relationship first. Therefore, these will affect the overseas procurement.3.0 The Factors Affecting Foreign Exchange Rates There are many factors that can affect the exchange rate, as inflation, interest rates, the current account deficit, public debt, trade and political stability and economic performance. These factors will affect the exchange rate in different ways.Inflation (Ottawa: Jameson Books, 1990) implies a rise in the domestic price level, when a majority of the economy and labor commodity prices generally rose continuously over a period of time, it said that the economy has experienced significant inflation. Because the price is the value of a country's commodity currencies, inflation means that representatives of the country's currency Value decrease. In the case of domestic and international commodity markets are closely linked, in general, inflation and domestic prices would result in a decrease and increase exports of imported goods, thus an impact on supply and demand on the foreign exchange market, resulting in the country's exchange rate fluctuations . At the same time, a decline in the value of domestic currency will certainly affect its external value, weakening the country's credit standing in the international currency market, people will expect the exchange rate due to inflation and the country's weak currency will tend to hold the hands of the national currency converted into other currencies, causing the dollar to fall. In accordance with the law of one price and purchasing power parity theory, when the value of a country's inflation rate inflation rate in another country, that country's currency relative to another representative of the actual currency in reducing the country's currency will decline. On the contrary, it will rise. For example, before the 1990s, the Japanese yen and the deutsche mark exchange rate is very strong original one important reason is that the inflation rate has been very low in both countries. Britain and Italy's inflation rate is often higher than the average of other Western countries, so that the two currencies at the exchange rate on a downtrend.4.0 Evaluate the Financial Risk on Exchange Rate of IPD4.1 The Influence of the Fluctuation on Exchange Rate to PaymentT o exchange rate fluctuations could affect many aspects, such as procurement and cost control of the company. If the exchange rate fluctuations, buyers can pay more money to buy the same product, it will increase the purchase cost, is not conducive to cost control. Therefore, in the exchange rate volatility will affect pay and lead to financial risk.For example, IBM hopes to purchase some electronic components from China, however, if the exchange rate is down, this means that the appreciation ofthe renminbi is, so the company need to pay more money to buy material, the cost will increase. Therefore, exchange rate fluctuations will influence the cost control, eventually lead to financial risks. Of course, there are several ways to reduce financial risk. IBM can use of hedging the futures market and the limitation of the set, it can be used in the current currency payment transactions, this will reduce the financial risks of currency fluctuations. 4.2 The Benefit of Forward Buying to an ImporterHedge means for the international sale of goods in Matheson, import and export traders, as well as those engaged in international investment, if the expected future payment of a certain amount of foreign exchange, in order to avoid losses due to changes produced can be used long-term in order to avoid the risk of foreign exchange transactions, such hedging operation, known as long-term hedging or forward hedging. It is a still profitable at the same time to reduce the business risk in the investment practices.If the company think the exchange rate will decline, and the company have the contract. In order to avoid exchange rate risk, the company can take advantage of the long-term purchase to reduce risk. There are several ways to avoid financial risk. Such as money market hedge, the options market hedge, the forward market hedge, hedge exposure, hedge repeated exposure, swaps, etc. Through the Invoice currency, hedging via lead and lag, exposure netting and cross - hedging minor currency exposure.For example, in 1997, Soros's Quantum Fund sold a lot of baht to buy other currencies, the Thai stock market fell, the Thai government can no longer maintain the peg, the economic losses. And the fund is greatly profit. In addition to Thailand, Hong Kong, in order to maintain the currency peg prices are subject to national and regional challenges of hedge funds. Government to raise interest rates sharply, up 300 percent overnight interest rate, foreign exchange reserves of HK $ 120 billion more to spend large quantities of Hong Kong stocks. Finally repel speculators.5.0 The Effect of Counter-Trade on Overseas TradingCounter trade (Verzariu, P., 1992) is a loose concept, there is not a standard definition and determination of the boundaries, it is out of the combination, including export and import trade reciprocal conditions for a variety of common characteristics of collectively.Counter-trade is means that exchanging goods or services which are paid for, in whole or part, with other goods or services, rather than with money. It hasto choose the trade in some situation. For example, countertrade also occurs when countries lack sufficient hard currency, or when other types of market trade are impossible. this is because such transactions do not need money, it can solve this problem. In some countries, other types of market trade is impossible, such as North Korea, as the country suffered a block, it can not use other transactions. Meanwhile, in some countries, very strict exchange controls, the buyer can use this transaction to buy some products. Finally, in some developing countries, they use to control the trade and commerce as the development of technology.We can say that the cancellation of trade generally occurred in trade between the mature market economies and less developed market system. In this case, the cancellation of trade is generally believed there are several advantages: ⑴conduct counter trade helps us deal with a national shortageof foreign exchange. ⑵counter trade can promote exports. Trade protectionism is rampant in contemporary, through counter trade, help break the barriers to trade in Western countries for their products, especially manufactured goods from developing countries to open markets. ⑶countertrade can be used to reduce the uncertainty of export revenue. ⑷can avoid the use of counter-trade agreements in international prices, such as the Organization of Petroleum Exporting Countries (OPEC) price agreement. ⑸counter trade can help heavily indebted countries continue to import goods and export revenues actually conceal fragrant creditors. Trade protectionism, however, counter trade could be very dangerous business. Due to conceal the real transaction prices and costs, on the sale and promotion of trade can cover a country with low long-term benefits in the market. Companies because they can not get rid of low-quality products will suffer. Finally, the cancellation of trade might be considered a form of trade protectionism. Extremely unfavorable factors are: (1) on the sale with a strong bilateral trade and closed, which is actually based on restrictive measures against protectionism, and the results actually increased trade protectionism atmosphere. (2) In the above model, price and quality of the main factors that determine the transaction is not a commodity, but rather depends on the repurchase commitment. This inevitably weaken the role of the market mechanism.6.0 The Need For An IPD to Achieve Continuity and Security of Supply RequirementsT o ensure the consistency and security of the supply chain is very important for IPD, this is because of many participants in the supply chain, it will affect the purchasing and there is a risk of internal and external risks, for example, the supplier's risk and distribution risk. If the company to achieve the requirement of continuity and security of supply, they must pay attention to these risks, and adopted some measures, such as, integrated information system, infrastructure, transport and distribution network, select the appropriate suppliers and others.There are several measures in order to maintain continuity and security of supply chain can be useful. For example, for the risk of supplier, the company can undertake agreement, suppliers and ensure the continuity of supply and security. At the same time, the company shall check and monitor the power supply. In addition to this, the integration and seamless logistics system also for this is very important. Sometimes, distribution of possible problem and huge logistics system to avoid this kind of risk, to promote the continuity of the supply chain, and security. IBM need huge material, they need to make sure that material to suit the domestic market, can be used in the domestic market at the same time, otherwise will suffer a huge loss.7.0 ConclusionIn this report, it USES the IBM and a bit of others example as a case to evaluate the main challenge of overseas procurement. It refers to the culture and the impact of exchange rate, how to avoid financial risks, at the same time, it also mentions the trade and how to maintain the continuity and security of the power supply requirements. According to the report, it will help us to understand and analyze the international purchasing and supply.8.0 Reference[1] Hofstede, Geert (1984). Culture's Consequences: International Differences in Work-Related Values (2nd ed.). Beverly Hills CA: SAGE Publications.[2] George Reisman, Capitalism: A Treatise on Economics (Ottawa : Jameson Books, 1990), 503-506 & Chapter 19[3] Verzariu, P., (1992), "Trends and Developments in International Countertrade," Business America, (November 2), 2-6.[4]Okaroafo, S., (1989) "Determinants of LDC Mandated Countertrade," International Management Review, (Winter), 1624。
HND大二市场学导论考试报告Case案例DayDreamToyCompany
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HND大二市场学导论考试报告Case案例DayDreamToyCompanyDay Dream Toy Company — A case studyBackground informationThe Day Dream Toy Company has a workforce of over 1,000 based in three different sites in the UK. The company was established in the early 1990s and its marketing activities are co-ordinated from its headquarters in Chester.The original company produced a limited range of wooden toys aimed at the pre-school market. Its range of products was originally limited to wooden building bricks, simple wooden jigsaws and a limited selection of wooden animals. As the company became more established, the product range was expanded to include dolls’ houses and wooden train sets.In the early days the company sold through small, independent toys shops, but despite numerous attempts, it was unable to persuade any of the large chain stores to stock its products. Despite this, the company maintained a reasonable turnover, and it slowly expanded its product portfolio to include a range for the 5–8 year old market.Disenchanted by its inability to become accepted by any of the larger chains, the company toyed with the idea of mail order selling. A catalogue was produced and distributed through some of the leading Sunday newspapers, and although sales increased, this was not a particularly successful venture.Mail order selling was dropped after only a year, but it did serve to bring the company’s name to the attention of the public, and more importantly to the toy industry. The company’s image of high quality toys, made from naturalproducts, appealed to the increasingly vocal environmental lobby, and at last, a leading department store chain agreed to stock Day Dream’s products. This proved to be a lucrative agr eement for Day Dream, and it helped the company expand during the late 1990s.The company’s big bre ak, however, came when the Welsh language TV channel SC4 introduced an animated series featuring an assortment of animal characters collectively known as th e ‘Country Cousins’. Against fierce competition, Day Dream won the contract to make a limited range of merchandise featuring the characters, and the popularity of the series resulted in sales which were way beyond Day Dreams most optimistic expectations. F ollowing the success of ‘Country Cousins’, ITV decided to give the series national airing, and in the lead up to the national launch, Day Dream expanded and developed its range of merchandise. At the same time, the company also introduced ‘Country Cousins’books and to this end, it acquired an ailing publishing company in Exeter.This was Day Dream’s f irst venture into publishing, but by retaining the existing expertise within the newly acquired company, and through its own established distribution network, this became a highly profitable part of the company’s portfolio.The books were sold principally through toy shops and department stores as part of the overall ‘Country Cousins’ package, and by concentrating on its established toy retailers rather than bookshops, Day Dream did not need to employ any additional sales representatives. This proved to be a successful and cost effective approach, which is still employed at the moment.As the business continued to expand, Day Dream boughtover a soft toy manufacturer which was initially devoted to the production of ‘Country Cousins’ figures.The ‘Country Cousins’ phenomenon reached its peak in the late 1990s, and although the company is still turning in reasonable profits, there are growing concerns for its future security. The success of ‘Country Cousins’, however, has given Day Dream a foothold in the market, and having firmly established its brand name and identity, Day Dream products are still stocked by some of the major toy retailers.Although the sales of ‘Country Cousins’ merchandise are declining, the range is still an important part of Day Dream’s business. The range currently includes wooden figures, cuddly figures, wooden play houses and scenery, a series of thirty ‘Country Cousins’ story books, a ‘Country Cousins’ Annual which has been produced each year since 1996, ‘Country Cousins’ stationery, pencil cases, note pads, cards, etc and ‘Country Cousins’ toiletries, including soap, shampoos, sponges, bath salts, etc.In addition to the ‘Country Cousins’ range, Day Dream still produces its traditional wooden jigsaws, wooden animals, wooden building blocks and various other wooden toys aimed at the pre-school market.A major turning point in the popularity of the ‘Country Cousins’ range came in 2008 when IT V decided to drop the programme from its schedules. The popularity of the series had been waning for a number of years, and its demise had been inevitable for some time. In the year following the programme’s withdrawal, sales of ‘Country Cousins’ merchandi se fell to 40% of the 2002 peak.Along with the decline in demand, the company has had tochange its pricing policies.During the boom period of the early 2000s, the price of the ‘Country Cousins’ range was set at a premium, but in order to maintain sales, the company was forced to reduce price to a much more competitive level. Retailers and other middlemen, realising the strength of their negotiating position, have been able to force Day Dream to accept their terms and prices, and with the decline in demand, Day Dream has had little alternative but to accept.The company’s 30-strong sales team has been charged with the responsibility of maintaining good relations with existing outlets to ensure their continued patronage. On occasions this patronage has been hard won, and in recent years has involved more and more price-cutting to ensure that the existing stores continue to stock Day Dream’s range.The industry is becoming ever more competitive, and without a leading product range, Day Dream is being forced to cut prices to retain its distributors, and to maintain its position in the market place.The reduced price to the retailer, however, is not always reflected in the price charged to the final consumer. Although Day Dream is selling to the middlemen at a considerably reduced price, the retailers are tending to sell at prices on a par with those charged during the height of the ‘Country Cousins’ boom.As sales of its traditional range has declined, the company has become involved in the ‘own label’ business, and 10% of its output is now supplied to the ‘For Toys’ retail chain which sells the products under its own name. The association with For Toys has been good for Day Dream, and there is the possibility that this relationship will be further developed in thefuture.For Toys is an expanding company, and although this relationship has been vital to Day Dream, For Toys has forced the manufacturer to produce at lower and lower prices over the years, and because of a lack of orders from other customers, Day Dream has been forced to accede to these demands. At the same time, the production of ‘own label’ merchandise may have contributed to the reduced demand for Day Dream branded products.The declining demand for ‘Country Cousins’ has also necessitated other cha nges. Cuddly toys’ production, which was previously exclusively devoted to ‘Country Cousins’ figures, has now been adapted to produce a range of more than forty different styles and types of bears and other creatures. Many of these are ‘own label’ products for Toys stores.Other alterations to the product mix include the introduction of larger toys such as play houses, climbing frames and slides. Day Dream is looking to find a way of gaining access to potential buyers such as playgroups, nurseries and even local authorities as well as its established consumer market.The publishing side o f the business has also had to adapt to the post ‘Country Cousins’ boom.A range of children’s stationery is available in a number of different styles, and this is being continually updated to meet the changing needs of the market. A new series of pre-school books has been produced, including a range called ‘Dolly the Dolphin’ for which the company has high expectations. The company also has plans for ‘Dolly the Dolphin’ cud dly toys.A new range of self-reading books has also been developed, and the company has been trying to encourage local authoritiesto buy them for their schools and libraries.During the early 2000s the company did not need to invest too heavily in advertising and promotion as the publicity generated by the ‘Country Cousins’ TV series was sufficient to keep the company’s merchandise in the public eye.In addition to this publicity, the company’s promotional effort had been principally aimed at retailers and other middlemen, and this had primarily involved personal selling through the sales team making regular visits to established clients. It was believed that by targeting the middlemen, and by getting the products in to as many stores as possible, sales would inevitably be generated. The emphasis on the sales team has been maintained, but in recent years this has been supplemented by advertising in children’s comics and magazines, and by a limited amount of advertising on Children’s TV, particularly in the run up to Christmas each year.Day Dream must now adjust to the post ‘Country Cousins’ boom, and although some changes have already been made, further developments are required. To do this, it is necessary to develop the company’s marketing mix, but before this is possible, the company must carry out some research to discover the most appropriate course of action.To date, the company has not felt the need to carry out extensive market research, and much of its decision-making has been based on informal feedback received from its sales team, andfrom secondary material derived from the industry trade association, and similar sources. Much has also depended on the marketing team’s own business acumen and knowledge of the market, and there has also been a reliance on internal data.Day Dream has therefore reached a vital crossroads, and important decisions must be made to ensure its future survival and prosperity. The company is still producing reasonably healthy profits each year, but these are much reduced from the heady days of the early 21st century, and if the current trends continue, there is a strong possibility that the company will not survive the next 10 years.The time has come to take some purposeful marketing action. The company now realises that it must adapt to the changing needs of the market, and by gathering more information about existing and potential customers and consumers, it will be in a position to make more reasoned and informed decisions.。
HND市场营销报告outcome(可打印修改)
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Outcome10 If you need more report of HND, please come to Wonder(App.) to find me.1 Identify three key characteristics of the marketing concept.The first is to fully understand customer's needs and market, and formulate customer-oriented marketing strategy. Firstly, companies should investigate customers and markets, and then process market and customer information. These will determine the customers they want to serve, which means the target market and how they can better serve, which means their value orientation. When a company decides who they serve, it will find the target market by segmenting the market and targeting the level, time and nature of customer demand. Then they differentiated and found their place in the market.The second is to establish a complete market plan to provide customers with better value. We should pay attention to the following four aspects about how to provide better value for customers. First, the company designs products and services, such as product diversity, quality, brand name, packaging, etc., to bring strong brands to customers. In terms of price, companies need to create real value. In terms of promotion, the company can carry out advertising, personnel sales, price promotion and so on. There are many distribution channels and supply chains in the local area.The third is to establish profitable relationships with customers and maintain customer satisfaction. The toy company should establish a good and solid relationship with the selected customers in order to achieve continuous benefits. In managing partnerships, companies should also build strong relationships with their partners.2 Explain and give examples of key factors influencing the micro and macro environment of Day Dream Toys.In the micro environment, the factors that affect the company's customer service usually include the company, competitors, suppliers, customer markets, the public and marketing intermediaries. There are more than 1000 senior managers, financial personnel, purchasing personnel, R&D personnel, accountants, operators and so on. These organic and related combinations together form the internal environment. The whole company should cooperate with the marketing department and take the market as the leading factor. Just as the company has formulated a series of limited wooden toys for preschool education, this is the demand of their target customers. The whole company should understand and create value. For companies, their competitors are the other toymakers. Over the years, they have been always looking for their place. And they finally find their customer market is mainly dominated by kids. And they slowly expands their product portfolio and have the five-to-eight-year-old market.Suppliers play an important role in providing value to value customers. They will provide resources for the company's products and services.Distributors help companies sell their products to customers. This is a very important link. In this case, "daydream" can only be sold through small toy stores, so it has been trying to get large chains to store their goods. After buying their goods in a large department store, it turned out to be profitable and helped them go public.In the macro environment, it may be influenced by the larger factors which include demographic, economic, natural, technological, political, and cultural forces.Technological environment will bring companies both opportunities and challenges. If they fail to follow technological changes, they will let the chances of new products and marketing slip. Under the conditions of the continuous development of new digital technology, Daydream Company should also make corresponding adjustments. It can launch products that are more in line with the technical background to gain the attention of the public and obtain marketing opportunities. At the same time, Daydream can use more advanced digital media technology to promote their products and open the market.Environmental sustainability issues in the past thirty years of steady growth. The natural environment presents three major trends: some shortage of raw materials, pollution levels rise and the government intervention to increase the intensity of natural resource management. For Daydream, it should select green and recyclable materials for the selection of products. It can also cooperate with environmental protection agencies to launch a series of toys which has the images of protecting the earth’s resources, and add the promotional content of environmental protection knowledge to the product promotion. And the price can be priced based on the degree of deficiencies in the resources that the product represents.3 Explain why market research and the information gathered are important to an organisation like Day Dream Toys.Marketing research can be defined as the systematic design, collection, analysis, and reporting of data relevant to a special marketing situation facing an organization. Secondary research is divided into internal method and external method. The internal sources includes average order cost, sale history, distribution outlet, etc. The external sources includes the journals, government websites, libraries, newspapers, etc.Primary research, also known as research using primary sources, is the method which uses the direct data and resources. Primary research can also be further divided into qualitative and quantitative research.Through the market research, the research information can help Day Dream Toys stay in touch with customers’ changing attitudes and purchase patterns and in a timely to adjust to satisfy customers demand. It can assists Day Dream Toys in better understanding market opportunities and determines the feasibility of a particular marketing strategy. It can also help the Day Dream Toys in the development of marketing mixes and match the needs of customers. And it improves Day Dream Toys marketer’s ability to make decision. Market information is the effective way to improve Day Dream Toys benefit, and can also lower the risks.4 Explain how Day Dream Toys might collect and use market research information. Include one quantitative and one qualitative research technique in your response.The Day Dream Toys through the primary research and secondary research to obtain information, the method of primary research have qualitative and quantitative.Qualitative research concerns the gathering of information which can be interpreted in a number of ways. This type of research does not need a strict design plan before it begins. However, Qualitative research of a study using qualitative research is heavily involved in the process, which gives the researcher a subjective view of the study and its participants. When the Day Dream Toys has just founded, it can using the method of group discussions to collect information about new product development, because this method can produce more information, and usually not statistical-more opinions and individuals’ thought.Quantitative research allows the researcher to measure and analyze data. The relationship between an independent variable is studied in detail. Researcher is more objective about the findings of the research. But, the main disadvantage of quantitative research is the context of study or experiment is ignored. The main research techniques include experimental research and surveys. It can use the method of survey to collect information, preference on different kind of drinks.Day Dream Toys can through the telephone survey to obtain information, because this method is fast, low cost, high response rates, and wide range. Because the information is high value, Day Dream Toys can quickly know customer’s demand for toys, and formulate the corresponding strategy. Besides, Day Dream Toys can also know details by conducting questionnaire online.5 Explain the process of market segmentation and targeting, and the benefits of segmentation and targeting to Day Dream Toys.There are many types of customers and products in the market and the composition of demand, so customers in the market should be grouped according to various standards and methods, such as geography and population preference psychology, in order to provide services. This process is called market segmentation.The marketing department divides these into different groups, chooses the group that can bring them the greatest value, and then designs products and services for this group to meet their wishes and needs. This is the choice of the target market.Firstly, organizations should understand the basis of market segmentation, the similarities and differences of customer needs, and how to make better use of the limited resources of enterprises. Understand that people living in similar geographical location, cultural value and social background inevitably have the same or similar tendencies in some products, but different ages and individuals will bring different needs to everyone. Therefore, if an enterprise wants to stand out, it must make full use of all resources, find the most valuable target market and increase its competitive advantage.Market segmentation can be divided into the following steps. The first step of market segmentation is to select the market scope of products. On this basis, the corresponding market development strategy is formulated. The second step is to list the needs of potential customers. We can list the factors that affect customers' buying behavior and product market from the aspects of population, geography, psychology and so on. Thirdly, organizations should analyze the different needs of potential customers. The company can analyze and evaluate the demand variables of different potential customers by sampling survey method to understand the common needs of customers. The fourth step is to investigate the market and customers according to their own business conditions, and ultimately select valuable markets and formulate relevant effective marketing strategies.For example, by market segmentation, Day Dream Toys found its own market and established it as a pre-school education toy market. Initially, the product range is simple wooden toys, extending to spicy baby and wooden train suits, and then continue to expand to determine their own 5-8 year-old children's market. Because its clear market positioning provides a clear direction for the company's development, and is committed to safe, high-quality toys, in order to maintain a certain turnover, establish a safe, green, high-quality product image, customer satisfaction has been improved, market opportunities have been opened up. It is precisely because of thisclear market positioning that the company concentrates human and material resources to develop the "rural cousin series" and has achieved great success. There are three ways to determine the market target, namely, subdividing attraction, business strength and selecting subdividing market. Whether there are differentiated marketing, differentiated marketing and centralized marketing. Through differentiated marketing and centralized marketing to provide customers with daydream toys. They focus on making bears and other animals for children, making more than 40 different styles and types.Outcome 21 Explain marketing theory in relation to each of the 4Ps. Explain the factorsthat would influence each element of the Marketing Mix(4Ps) for Day Dream Toy Company.Marketing mix means the set of tactical marketing tools-product, price, place, and promotion-that the firm blends to produce the response to wants in the target market. The marketing mix consists of everything the firm can do to influence the demand for its product. The main purpose of marketing is to meet the needs of consumers.Products are anything that can be offered to the market to attract attention, acquire, use or consume, possibly meeting needs or needs. It includes objects, services, people, places, organizations and ideas. Product portfolio refers to all products that an organization provides to its customers. In this case the company originally produced a limited range of wooden toys for the market of preschool students. After the series of "Country Relatives" animated dramas aired, daydream toys company launched the series. Daydream toys, the only series of products, have good compatibility, consistency and continuity. Then, this series of products continued to expand to include wooden characters, lovely characters, wooden game houses and landscapes, a series of 30 "country relatives" storybooks and so on. In addition to the Country Cousins series, daydream toys also produce traditional wooden puzzles, wood brakes, wooden blocks and various other wooden toys for the pre-school market. However, the production of "own brand" products may lead to a reduction in demand for daytime dream brand products, so other alternatives to the company's product mix include the introduction of larger toys such as payment rooms, climbing frames and slides. To meet the changing needs of the market, the company launched a series of new pre-school books, such as Dolphin Dolly series, and developed a series of new self-study books.Pricing strategy mainly refers to the combination and application of controllable factors such as basic price, discount price, allowance, payment term, commercial credit, pricing methods and pricing techniques related to pricing. Reasonable pricing helps customers distinguish between products and competitive brands, and guides marketers to evaluate the importance of price to consumers. It is also a combination of product price and quality attributes. Common pricing methods include penetration pricing, competitive pricing, restrictive pricing, cost plus pricing, skimming pricing, etc. For example, the company used price skimming. They gained exclusive rights to produce "country cousins" dolls, so they set higher prices when the products just entered the market. But since then, there has been competition for similar products. In order to maintain sales, the company had to lower its price.Place mainly refers to the combination and application of controllable factors such as channel coverage, commodity circulation links, middlemen, network settings, storage and transportation. At first, the company no longer fantasized that it would not be accepted by any large chain store, but began to play with the idea of mail-order sales. But it didn't succeed. As business continues to expand, daydream acquired a plush doll manufacturer. Distribution channel is one of the four elements of marketing mix. Distribution is a process in which consumers or business users use or consume products or services, using direct or indirect means through intermediaries. There are three types of distribution agencies - wholesalers, retailers and sales agents. Daydream Toys Co., Ltd. works with retailers and toy companies to show products to potential buyers, negotiate prices, and complete sales and after-sales services.Promotion refers to the activity of conveying the advantages of the product and persuading the target customers to buy the product. The main marketing methodsinclude advertising, promotion, public relations, personal sales, direct and digital marketing. For example, daydream company put forward the idea of mail-order sales, through newspaper mail-order sales to a certain extent to promote its safe, green, high-quality brand, which belongs to direct and digital marketing. But it has not achieved good results. So they began to adopt the method of advertising and publicity. The cooperation with rural cousins was based on the popularity of rural cousins animation. They began to cooperate with rural cousins. Animation plays are equivalent to advertising their toys. Salesmen also maintain good relations with their retailers. They will be promoted in time to ensure continued sponsorship.2 Explain the importance of the following in the marketing of services:(a) Process(b) People(c) Physical evidenceProcess means focusing on quality and quality control needed to ensure service consistency. This is a key factor in the marketing mix. Service is different from physical products, and takes place "on the spot". Customers like to know what will happen. Examples include the process of reducing waiting for system and service delivery. So there must be a leader in health and Beauty Spa. Therefore, process is very important in marketing strategy.People play an important role in providing services. Customer satisfaction is intrinsically linked to service providers. Everyone is directly or indirectly involved in the consumption process. For example, health and beauty SPA has stimulated the enthusiasm of employees to meet the needs of customers. If the customer is satisfiedwith your service, it may have a positive impact on the development of your company. For health and beauty SPA, the assistant's attitude may affect the customer. Therefore, people are very important in marketing strategy.Physical evidence is a tangible part of marketing service and can be seen and touched objectively. It resembles the luxurious and comfortable interior decoration of a health salon, including tables, chairs, beds, lamps, containers, tableware, wall materials, uniforms worn by the staff and so on. These gorgeous decorations will bring excellent experience and enjoyment to customers, making them feel that the store has brought them more brand and product value, and they are more willing to establish a good and solid relationship with it.3 Explain how Day Dream Toys might adapt their marketing max in response to three changing market conditions.When conducting market research, it is more convenient to obtain all kinds of information from all over the world and establish customer database. They can use more accurate and effective analysis tools to analyze the data they get. Then, managers will make more accurate decisions, so as to make their own precise target market. At the same time, the company uses the Internet media, which spreads very fast, to promote its products and to put its advertisements on the website through a lot of clicks. We should also use the convenient network for online sales, so as to realize the direct transfer from manufacturers to consumers. Cultural changes also have an impact on the company. So, Day Dream Toys can launch products with local cultural characteristics according to different regional cultures. In terms of promotion, it can add the introduction of the inspirational cultural source and local cultural characteristics of the product, which will be attractive.A country's economic decline means that every citizen will have less disposable capital. At the times of economic recession, daydream toys must reduce their production and change their pricing strategy to lower prices. When the economy is booming, daydream toys should increase production and change their pricing strategy to higher prices.。
国际商务组织报告
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Content1 Introduction (2)2 Outcome1 (3)2.1 History (3)2.2 Entry mood (4)2.3 Organizations’ business structure (5)3 Outcome2 (7)3.1 Strategies of product (7)3.2 Production Unit and global position (8)3.3 Pricing, distribution policies and logistics (9)3.4 Need for clear communication (11)4 Outcome3 (12)4.1 Policy for recruitment to senior positions (12)4.2 Salaries structure (12)4.3 Variations in labour relations experienced (13)5 Outcome4 (15)5.1 Financial decision making (15)5.2 the effect of exchange rate fluctuation on organization (16)5.3 Financial influences (17)6 Conclusion 187 Reference 191 IntroductionThe report is for Global Business Organization, and it is to analyze the operation structure of the Kraft, and then can get some conclusion on the reason of Kraft success by using theoretic approach. (Kraft Group is an international home products retailer. It sells furniture,accessories, and bathroom and kitchen items.) Information was obtained by accessing websites, because this was the most effective way of obtaining the up-date information needed. I also extracted useful information from the books: Global Business Organization。
HND报告规范要求
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标题写作要求:
除了summary, terms of reference/procedure, introduction, conclusions, recommendation这几个基本标题可以用这固定单词之外,其它内容必须用自己的语言,有两种方式:
1.陈述句,即使以特殊疑问词开头,也须以陈述句的语序
2.名词性短语:动名词短语或名词性短语都可以
若使用以上两种中的一种,必须全文一致,不要句子和短语混用段落要求:一个主要内容一个段落,不要写太长的段落,
句子结构:要有一定变化,长短变化,复杂简单相辅
人称:全部用第三人称,不可使用“I ,me, we, us, you”
初稿排版要求:
字号:Calibri四号,行距:旧版WORD的25-28,新版的我不会用,你们看一下,够清晰地手写一行字才行,方便我写意见和你们修改(一稿后的修改直接写在一稿上,方便批阅);
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注意:初稿完成后,大家务必自己先审查一遍,看是否需要在内容上和语言上做些改善。
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Report for Meeting arrangementsOutcome 2 3Group Award: Global Trade and BusinessHND CentreXianDa College of Economics and Humanities Shanghai International Studies UniversitySupervisor: Geoffrey YUDate: 06.06.2013contents1. Notice (1)2. Agenda (1)3. Conference Record (2)4. Meeting report (3)5. Letter to hotel manager (4)6. E-mail to managers (5)1. NoticeNotice for the planning meeting about the conferenceAttention!As we need to hold a meeting to plan the conference which will hold at the end of the next month, here is the notice for the time and method of this meeting. Please all the members in the planning group to make sure the following information will be on your calendar.As the timing issue, the meeting will be held on 6th of June at 16.00 p.m. This meeting will be a video conference. In this meeting we will discuss about the agenda of the conference. The content will include the travel procedures and accommodation and subsistence. For the travel procedures, the methods of transport between London and Paris and the transportation in the location of conference will be discussed. For accommodation and subsistence, the meal and hotel choosing will be discussed as well. Every member in the planning group, please make sure the internet is available during that time.Thanks for your cooperationSincerelyLeen Zhang2. AgendaAgenda of the conferenceThe main topic of this meeting we have five points. Research manager of the venue, accommodation location manager, manager of transportation to travel, arrange meetings on the last day of relaxation and travel itinerary manager, and the entire conference travel budget.3. Conference RecordLeon: I am responsible for accommodation and transportation from London to Paris. About the accommodation I chose the center of Paris near the holiday inn. This guest house on the Internet, 80% of praise. We also know that holiday inn is a global chain, it is also to "provide customers with high quality service" for the purpose, it is also the quality of accommodation can be guaranteed. In this environment, our manager can get a comfortable rest. Its price is £ 104 per night. Surrounding the hotel is about the same quality £ 200 - £ 300 per night, the price slightly higher than the holiday inn. Holiday inn price also happens to be among our company's budget. Book 20 days in advance and then it will be donated breakfast. Meanwhile, this hotel has a meeting room available, this is a very abundant resource, in this environment, the hotel is able to ensure the quality. It also provides a lot of convenient services.About traffic because we arranged a meeting in Paris, we will come to the UK, manager of the Paris, so I need to consider his travel, there are times I prepared for him Air Travel, tickets will be £ 211 one way, then when price we can not change, although beyond the £ 150 of the company's budget, but in order to give managers a convenient and comfortable journey so I decided to ask the manager to take a plane, and the Eurostar fare is £ 150 per person, higher than the company is given one-way budget of £ 100, relatively speaking,the aircraft will be cheaper.Leen: I am responsible for travel, meals and local transportation in France. About local transportation for the staff of our company will provide a car to pick one, we have confirmed over the car's safety and comfort. Questions about eating during the meeting we will solve the food problem, in the house, on the third day, after breakfast at the hotel we went to the Louvre to solve travel, lunch will be resolved on the inside, after dinner back to the hotel until the end of the tour solution. And because you can use it on how to send a breakfast meal can also subsidize the cost of the toll. Catering company we will be funding the highest budgetary arrangements.I'm on the third day of the trip will be arranged at the Louvre, the Louvre is the history of France's oldest royal palace, there are 25,000 of the collection, the Louvre fare is £8.33. Probably one-way transportation costs £0.66. If the manager does not need one day to visit the Louvre think that I would use, travel record, will arrange to visit the Arc de Triomphe and the Eiffel Tower.4. Meeting reportAt the end of next month we will hold a meeting in France. In order to transport our security and comfortable, the manager decided to let London to Paris by plane, one-way ticket price is £ 211 per person, arrived in Paris after which we will send someone to the airport. Round-trip fare is £ 422. The local manager, we will send staff to pick up.We decided to stay in the center of Paris holiday inn for one night £ 104, two managers stayed three days a total of 628. Dining area in addition to the third day we decided to have lunch at the hotel in addition to solving the priceaccording to the company's highest budget breakfast £ 15, lunch £ 25, dinner £ 45, the hotel will be giving away a free breakfast then we will subsidize the cost of breakfast into the air tickets. Two managers total cost of the three-day diet is £ 420.Tours we set at the Louvre. The Louvre is the world's oldest, largest and most famous museums in the world. Located in the north bank of the Seine in central Paris, France, was founded in 1204, after 800 years of expansion, rebuilt reach today's scale. Louvre area (including lawn) is about 45 hectares, the building covers an area of 4.8 hectares. Length of 680 m. Its overall construction was "U" shape, divided into new and old two parts, the old built in the period of Louis XIV, the new built in the Napoleonic era. The former palace of the pyramid-shaped glass entrance, a Chinese architect IM Pei designed. Meanwhile, the Louvre is the history of France's oldest royal palace. Louvre tickets are £ 8.33, two managers fare is £ 16.66. Round-trip between the hotel and the Louvre calls about £ 1.32.Travel the record: If the manager felt the stroke of the Louvre too lenient then we will arrange a visit to the Eiffel Tower and Arc de Triomphe. Arc de Triomphe do not need tickets, the Eiffel Tower first layer (57 m) £ 3.6; second layer (115 m) £ 6.59; third layer (276 m) £ 9.42 Total £ 19.61.Transportation, tourism accommodation and catering Total 1273.98 (not including travel record, including the record total of £ 1293.59)5. Letter to hotel managerDear hotel managerHere is PA Company. At the end of next month we will hold a meeting in France, our manager will stay in your hotel. We need two rooms for three days, and we need your meeting room two days, We need you to provide the best quality service. Now I'll book a room here, thank you for your cooperation.Good luckLeen2013.6.66. E-mail to managersDear managerAt the end of next month we will hold a meeting in France. In order to transport our security and comfortable, the manager decided to let London to Paris by plane, arrived in Paris after which we will send someone to the airport. The local manager, we will send staff to pick up.We decided to stay in the center of Paris holiday inn. Dining area in addition to the third day we decided to have lunch at the hotel in addition to solving the price according to the company's highest the hotel will be giving away a free breakfast then we will subsidize the cost of breakfast into the air tickets..Tours we set at the Louvre. The Louvre is the world's oldest, largest and most famous museums in the world. Located in the north bank of the Seine in central Paris, France, was founded in 1204, after 800 years of expansion, rebuilt reach today's scale. Louvre area (including lawn) is about 45 hectares, the building covers an area of 4.8 hectares. Length of 680 m. Its overallconstruction was "U" shape, divided into new and old two parts, the old built in the period of Louis XIV, and the new built in the Napoleonic era. The former palace of the pyramid-shaped glass entrance, a Chinese architect IM Pei designed. Meanwhile, the Louvre is the history of France's oldest royal palace.Travel the record: If the manager felt the stroke of the Louvre too lenient then we will arrange a visit to the Eiffel Tower and Arc de Triomphe.Good luckLeen2013.6.6。