Business Commons^™

Empowering The Survivors Of Downsizing, Marian W. Guidry

Theses

Downsizing, a term relatively new to the business world just a few years ago, has now become a house-hold name. In an effort to trim the budget, companies are reducing their personnel at an alarming rate.

The recent downsizing is having a devastating effect on employee morale. Downsizing threatens the security and self-esteem of survivors and victims. It causes turmoil and shatters the morale inside of organizations.

Survivors of downsizing are faced with the challenge of remaining loyal to the organization, even when feelings of insecurity and cynicism are dominating. Fear is permeating the workplace. Lack of mobility and advancement …

Achieving Complete Customer Satisfaction, Marilyn K. Haag

Theses

The term customer service has changed in meaning over the years. There was a time when it suggested an unpleasant experience for both the customer and the business. Employees tried to avoid complaints because they weren't educated in how to handle them. Over time, customer service evolved into a much broader meaning as companies noticed that the leaders in their industry provided service as part of the sale. When companies began to change their own way of doing business, they began to see profits associated with offering service with the sale, and they found that it can be the "secret …

A Study Of The Internal Restructuring Of A Major Organization, Cynthia Diane Birkner

Theses

This project deals with a study of the internal restructuring of a major organization. It looks at customer service as a whole and how it is effected if internal communication is not at its very best.

Chapter one covers the basics of good customer service and establishes that, if done correctly, good customer service positions a company for success. A key point is that good customer service stems from a positive self image within the company, among all segments of the work force; and that this self image depends on good internal communications dynamics.

Chapter two reviews the literature of …

Corporate Image: The Role Of Communications In Development And Maintenance, Michelle L. Warner

Theses

This thesis will focus on corporate image - what it is, what it does, why it is necessary and how to develop and maintain it.

The term "corporate identity'' was first coined in the 1960's by Walter Margulies. Corporate identity is the term most commonly used to define a corporation's "sense of self." Corporate image is a direct offshoot of identity. Corporate image is the picture that an audience has of an organization through the accumulation of all received messages.

The bridge between corporate identity and corporate image is corporate communications. The most effective way to manage corporate image is …

Administrative Quality Planning, Carolyn Joan Costello Baker

Theses

The quality movement in American businesses is becoming increasingly popular. American businesses are now competing internationally for market and the Japanese are winning. American businesses have adopted various quality systems to help them become customer driven, assisting in the regaining of lost market share. Some companies have been successful in implementing a quality system, but most have fallen short of achieving the desired a quality operation.

Most of the successful quality programs have come in manufacturing plants, but quality in the support services of the administrative levels have fallen short. Many manufacturing organizations approach quality implementation for the plant and …