Business Commons^™

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 …

Self-Directed Work Teams: The New Wave For American Corporations, Janetta K, Cole

Theses

This thesis will focus on the study of self-directed or empowered work teams and on preparing a plan to implement the empowered work team in the customer Contact Center in Wentzville, Missouri.

Self-directed work teams are a relatively new concept in the workforce and could be the 90s version of the total quality concept. The philosophy is that first line management takes a step backward and the workgroup virtually leads themselves. Employees are empowered to make the decisions and then act on those decisions to produce a better quality product than before. The concept is designed around teamwork both from …

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 …

House Bill 564, The School Health Initiative: An Implementation Manual For St. Charles County, Anne F. Zerr

Theses

This thesis project will be an Applied Learning Expository Study, creating an Implementation Manual for the provisions set forth in House Bill 564, the School Health Initiative.

The manual will be specific to St. Charles County. It will take into consideration the needs of the St. Charles community relative to the health of its school children.

Passed by the Missouri legislature and signed into law by Governor Mel Carnahan in the summer of 1994, House Bill 564 aims to improve health care access for Missouri's children by creating an innovative infrastructure for primary care delivery. It is a multi-faceted bill …

Rational Bias And Its Relationship To The Glass Ceiling, Kelly A. Levengood

Theses

This thesis will focus on the affect of rational bias to the "glass ceiling." Research has suggested that a "glass ceiling" exists in corporate America . It attributes the lack of women in middle and upper management to the "glass ceiling."

Some theorists acknowledge that not all women want to be at the top in management due to the "mommy track" or general lack of interest for that position. However, for those women who desire a position in upper management, some theorists believe women are blocked from upper management positions by the "old boys network" . . . the "glass …

Self-Directed Teams: A Cost-Benefit Analysis Of Autonomy Level, Jennifer L. Duncan

Presidential Scholars Theses (1990 – 2006)

This paper will present a review of current SDT literature. First, characteristics of SDTs as well as their benefits, costs, and barriers will be examined. The importance of planning for appropriate autonomy levels will follow. Cost-benefit analysis as a planning instrument will be presented. A case study of a U.S. assembly plant having performed a cost-benefit analysis prior to instituting an SDT organizational structure--John Deere Commercial Products, Inc.--will be provided. Finally, a discussion of how the case study findings can be applied to other organizations will conclude.

Critical Success Factors For Organizational Case Success, Chad Strauss

Presidential Scholars Theses (1990 – 2006)

Practitioners and researchers have suggested that Computer Aided Software Engineering (CASE) technology can significantly improve the productivity of systems analysts and the quality of systems development. Before CASE can succeed, however, specific components must exist. This paper explores CASE and the components necessary for its widespread acceptance and use within information systems departments. Specifically, this paper will examine the systems development life cycle (SDLC), the possible benefits of CASE, the current state of CASE, critical success factors for CASE, and finally CASE use.

Searching For Quality Within Safety: A Study Of Occupational Safety Programs, Mary Ann Lautzenhiser

Master's Theses

No abstract provided.

The Emotional Impact Of The At&T Divestiture And Subsequent Downsizing Upon Former And Current Employees, Norma L. Gonzalez

Master's Theses

No abstract provided.

Cooperative Education Programs: A Valuable Resource For Employers A Valuable Learning Experience For High School Students, Arlene Annette Jackson

Master's Theses

No abstract provided.

The Conservative And Liberal Debate Over The Success Or Failure Of Welfare Programs In The United States, John L. Rhoads

Theses

This thesis will focus on the debate between liberal and conservative authors concerning the success or failure of the welfare state in the United States of America .

During the 1960's, government involvement expanded greatly through President Lyndon Johnson's great society programs . These programs were designed to alleviate poverty and promote self reliance amongst the poorest segments in society. Overall these programs were accepted by both the general populus and those in government as the morally "right" thing to do.

As time went by, and expenditures and involvement increased, debate surfaced as to how well these programs were doing …

Transhipment Problem, Salt Exportation, Brian Hogben

Theses : Honours

In order to improve its shipping operations a major salt exporter needs to reduce costs, increase market share and improve customer service. This thesis examines the use of linear (LP) and nonlinear programming (NLP) as a means of solving a nonlinear transhipment problem associated with the export of salt. Tho feasibility of using a LP or NLP approach is explored, taking into consideration the computational time and useability of the models. To meet the demands of their customers the company currently uses heuristic methods to allocate varying size ships to different routes. To remain competitive the shipping options that are …

Leadership: Changes Necessary To Remain Globally Competitive In The Twenty-First Century, Donna M. Ludewig

Theses

Ibis thesis will focus on the study of leadership, and modifications a leader must make in leadership direction so that corporations' leaders will empower their employees to perform each task successfully.

Research has suggested many people do not understand the meaning of the term leadership, because it is difficult to measure objectively and define. Leaders normally are not born with leadership skills, but leadership is learned through classroom studies and monitors who possess excellent leadership talent. Organizations must develop new leaders who enhance new ideas. Leaders must communicate effectively, manage the performance of others, analyze situations and use good judgement. …

Implementing Innovative Pedagogy In The First Course In Accounting And Its Relationship To Student Attitudes Toward The Profession, Henry L. Foster

Dissertations

Problem. The traditional accounting pedagogy that served the industrial era effectively is losing its relevance. Not only do accounting graduates lack the kind of skills called for in an information age but the profession is no longer successful in attracting sufficiently large numbers of quality students. During the 1980s, professional and academic accountants as well as employers of accounting graduates began to voice their complaints about an accounting education model that had not experienced significant change in about a half century. In 1989 the Accounting Education Change Commission (AECC) was established to stimulate change and to act as a clearing …

Equity Theory Predictions Of The Effects Of Participation In Justice Or Police Studies On The Promotional Expectations Of Members Of The Western Australian Police Force, William J. Boaks

Theses : Honours

Before 1988 police in this State were promoted solely on seniority. No university courses for officers existed locally and education played little part in promotion. Promotion is now on the basis of merit and Edith Cowan University conducts courses in Police and Justice Studies. This study investigates possible links between the factors of higher education and merit based promotion. Predictions of student officers' of the benefits of higher education, organisational commitment and various aspects of non-promotion were examined by use of a questionnaire. The results showed that student officers placed a higher value on education for basic police work and …

Strategy, Perceived Environmental Uncertainty, Management Accounting Systems And Performance: An Empirical Investigation, Kar Ming Chong

Theses : Honours

This thesis is an empirical examination of the role of strategic business unit (SBU) strategy and perceived environmental uncertainty (PEU) en the relations between 'management accounting systems (MAS) design and SBU performance. Two extreme strategic postures of Miles and Snow's typology were used in this study. They were prospector and defender. MAS design was defined in terms of the extent to which managers' use of broad scope MAS information characteristics for decision making; A survey research methodology was used in this study. The responses of 62 SBU managers, drawn from a cross-section of manufacturing companies in Western Australia, were used …

Are Strong Commitment And Effective Controlling Mechanism A Key To Success?, Suat Balyedi

Graduate Student Dissertations, Theses, Capstones, and Portfolios

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Empowerment Through Motivational Tactics, Kathleeen M. Bruno

Theses

This thesis will focus on the study of empowerment and motivation tactics that are used to increase the action and interest of employees to improve performance. Empowering and motivating others in the pursuit of organizational objectives is one of the most challenging roles of management in today's workforce. A look into past. present. and future methods will be traveled to provide a better understanding of which motivators are the most successful and what tactics are most useful in empowering employees from management's point of view, while at the same time fulfilling the physical and psychological requirements of the employer.

Empowerment …

Estimation Of Aggregate Formal Private Sector Investment, Sally Abdel Kader

Archived Theses and Dissertations

No abstract provided.

The Impact Of External Shocks On The Egyptian Economy, Hala Ali Fares

Archived Theses and Dissertations

No abstract provided.

Models Of Inflation & The Costs Of Disinflation, Ahmed Gad Kamaly

Archived Theses and Dissertations

No abstract provided.

External Labor Migration And The Egyptian Economy: A Short Run Cge Analysis, Jamila Yousuf Matar

Archived Theses and Dissertations

No abstract provided.

Characteristics, Perceived Skills And Leadership Styles Of Female Executives In The Senior Executive Service, Ahmad Mashayekh

Theses and Dissertations in Urban Services - Urban Management

Recent studies have expressed considerable interest in the representation of women in the upper-level management in the federal government. Yet, very little is known about the characteristics and attributes of women in the executive level of the federal services. Most of the studies are undertaken to examine how women are different from the established male standards, or have used different models or variables to explain the slow career advancement of the women.

Using a 1991 survey of 278 female executives in the Senior Executive Service (SES) this study examines the characteristics, personal attributes, barriers, experiences, and leadership styles of women …

The Feasibility Of Developing A Camp Administration Concentration Curriculum, Susan R. Merrill

Graduate Student Dissertations, Theses, Capstones, and Portfolios

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Can A U.S. Merchandising Franchise Work In Colombia?, Maria Clara Alvarez

Graduate Student Dissertations, Theses, Capstones, and Portfolios

Objectives:

This research examines the question "Can a United States merchandising franchise work appropriately in Colombia?". This becomes an interesting study due to the fact that given the new internationalization of the Colombian economy, diverse opportunities for foreign investment have emerged.

Methods

A literature review on merchandising and the franchising business is done (1993-1995). Then, four franchisees in South America are interviewed about main issues on the franchising business. Finally, 60 decision-makers involved in the retail business in Colombia are also interviewed to determine if there is a consumer market for the merchandising industry.

Results

96.7% of the marketing executives …

Poland: An Opportunity For Investment, Tara Monteleone

Graduate Student Dissertations, Theses, Capstones, and Portfolios

The fall of Communism marked a new era for Eastern European countries. The events that followed the 1989 revolutions brought about new economic reforms within this region. However, only a few countries have managed to successfully overcome the shroud their communist predecessors had on their approach to business and industry. Poland is one country that is rapidly overcoming its history.

Poland constitutes one of the largest single markets in Eastern Europe and has the highest growth rate of Central and Eastern Europe (4.1%), as well as the highest GDP of $180.4 billion. It offers direct access to both the former …

How Is The Russian Embargo Going To Effect The Urner Barry's Price Quoting For The United States Export Market?, Steven Lambersky

Graduate Student Dissertations, Theses, Capstones, and Portfolios

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How Will Cable And Home Video Impact The Motion Picture Industry In Jamaica?, Steven-Anthony Cooke

Graduate Student Dissertations, Theses, Capstones, and Portfolios

Objective

How will cable and home video impact the Motion Picture Industry in Jamaica?

This study examines the Motion Picture Industry in Jamaica and the impact that video rentals have had on the industry, as well as to predict the impact it may have on it in the future. The new emergence of cable operators may be in full operation in 1996. The impact that this new medium will have on the movie industry in the future will also be examined.

Methodology

• Interviews were conducted with the Managing Director of Palace Amusement Co. (1921) Ltd., a video store owner, as …

Diversity Management: An Administrative Case Study In A Tax-Exempt Human Service Organization, Jerry L. Johnson

Masters Theses

Diversity management is a business strategy that is intended to create an organizational climate where people from diverse backgrounds can succeed based on their work performance and not their personal similarities or differences with the organization's leadership. Diversity management programs are intended to help business remove barriers resulting from discrimination.; The present study investigated the need for a diversity management program in a tax-exempt human service organization. The perceptions and attitudes of organization employees, measured by survey instruments, in conjunction with an employee compensation study, provided the data for this investigation.; The instrument designed for this study and the random …

A Policy Analysis Of A Private Sector Company's Response To The Career Start Traineeship, Sherry Donaldson

Theses: Doctorates and Masters

During 1994 BHP Iron Ore is investigating the costs benefits and possibilities of introducing a new Traineeship scheme called Career Start for the Metals and Engineering sector of its workforce. This study explores the factors which impact upon the introduction of the new competency based training scheme. It provides BHP with information for determining whether to adopt the Traineeship scheme as the sole entry level training program for the company, whether to reject the Traineeship scheme altogether, whether to run the Traineeship scheme side by side with the Apprenticeship scheme or to integrate it with the current Apprenticeship scheme in …