ESSAYS -
LIST OF AVAILABLE ESSAYS ...
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Customer Service Memo, Speech and Poster
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A 7 page paper providing a memo to new customer service representatives at L.L. Bean, a speech made to them by the training supervisor and a poster reminding new employees not to leave customers on hold for too long. Bibliography lists 1 source.
Filename: KScomCustSvBean.rtf

Customer Service Scripts
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A 4 page paper discussing the need for superlative service for customers, whether those customers are internal or external. The paper provides a discussion and a script for one external and one internal customer. Bibliography lists 4 sources.
Filename: KSmktgIntCust.rtf

CUSTOMER SERVICE: AN EXAMINATION IN THE AIRLINES INDUSTRY
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This 3-page paper deals with an examination of Southwest Airline's customer service philosophy, that of the airline industry's, and how Southwest can improve. Bibliography lists 3 sources.
Filename: MTcuserice.rtf

CUSTOMER SERVICES AND TOTAL QUALITY MANAGEMENT
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This 42-page paper discusses how the concept of customer service and satisfaction can be tied to the concept of Total Quality Management (TQM). The paper discusses the history and reasons for TQM, why it's so important to customer service and how these two match up. Also presented are case studies of how TQM has benefited customer satisfaction. Bibilography lists 15 sources.
Filename: MTtqmcus.rtf

Customer Services in Different Industries
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This 7 page paper looks at the way in which customer services requirements vary between different industries and product types. Using the examples of a refrigeration company making single units to order, a lawnmower manufacturer with a range of twenty products and a mass manufacturer of food products the paper discusses the different customer service requirements before identifying suitable distribution strategies for each example. The bibliography cites nine sources.
Filename: TEcustind.rtf

Customer Value
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This 7 page paper looks at how a company can enhance its operations by considering what customers value and using this data to maximise resources. The paper considers aspects such as competitive advantage and how it may be obtained, the use of market data and positioning of products or services and measuring customer satisfaction. The bibliography cites 1 sources.
Filename: TEcustval.rtf

Customer Value Management At Marks & Spencer
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This 15 page paper investigates customer value management and customer value analysis and applies the concepts to the practices Marks and Spencer seem to implement and/or advocate. Examples of other businesses are also be offered for the purpose of demonstrating some of the concepts discussed. The essay concludes with recommendations for Marks and Spencer to further their competitive advantage through specific customer value management action steps. One graphic illustration is provided. Bibliography lists 9 sources.
Filename: CVM.doc

Customer-Focused HRM
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A 3 page paper discussing customer focus as type of approach to HRM research that likely will be most directly useful in the short- and long-term future. It will require multidisciplinary research and "new" ways of thinking about current issues and concepts. Bibliography lists 5 sources.
Filename: KShrCust.rtf

CUSTOMERS AND BRAND RELATIONSHIPS
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This 3-page paper examines the concept of brand loyalty as it applies to cell phones (Sprint) and movies (Disney). Bibliography lists 3 sources.
Filename: MTbrandrel.rtf

Cutting and Manufacturing
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This 7 page paper is written in two parts. The first part considers why advances in technology creating new cutting edges has not rendered older cutting edges obsolete and looks at the role and importance of coatings on cutting edges. The second part of the paper examined the benefits of concurrent engineering and looks at how value adding activities may be maximised, using the example of the 5S’s model. The bibliography cites 8 sources.
Filename: TEcuttin.rtf