CHAPTER 3: SOLUTIONS AND RECOMMENDATION
3.1 INTRODUCTION
This chapter will discuss about the solution to the issues in previous chapter. This chapter will explain about the step or procedure that needs to be taken by Yamato Transport (TA-Q-BIN) in order to solve or reduce the problem. For services quality issues TA-Q-BIN have to improve the customer satisfaction in order to increase the quality of their services. Yamato also need to recruit more staff to solve under staff issues.
3.2 IMPROVE CUSTOMER SATISFACTION
In order to gain an excellent service quality, Ta-Q-Bin has to get a great satisfaction from their customers. It is because, according to Garfein (1987), quality perception can depend on both tangible and intangible elements, including
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It will also remind them that Yamato Transport (M) must treat all candidates fairly and avoid discrimination on grounds of their race, age, sex or sexual orientation, religion or belief, or because they have a disability.
Preparing a job description is useful for deciding the scope of the work, advertising the job, and clarifying what applicants will have to do in the job. It can also help to assess a new recruit's performance and determine training needs. A job description should include the position in the company, including the job title of the person to whom the employee will report to and of those who will report to them, salary, possible bonus and hours of work. The location of the job also needs to be
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The uniqueness and quality of Yamato Transport (M) value proposition puts them in a vantage position to neutralize potential pricing issues and reduce the price sensitivity of their services. The demand for Yamato’s services therefore becomes less price elastic when it is embellished with distinct values supporting the customer's interest. As a result, they will improve their gross margins, and necessarily, their profitability
If I were to conduct a job analysis in a company with no job description, I would follow two steps to assist in the creation of a description. My first task would be to ask the supervisor what the job title is, the purpose of the position, and who the employee will be reporting to, as mentioned in the job description handout. My second task would be to go on O*Net to obtain the specific details of the occupation; such as skills,
A job analysis a great way to analyzed whether or not the individual is fit for the position. By creating a questionnaire that relates to the daily tasks for the position will narrow done the selection process into a smaller portion. The information given from the Job Analysis is also used to create a Job Description and Job Specification. “Job description identifies the tasks, duties, and responsibilities. The “job specification list the KSAOCs that individuals need to posses to perform a job successfully”(Pynes, 2013). After an individual is hired we must train that individual with the proper format in order for them to understand the concept of work. In this process I will develop a training program that includes all the organizations policies, procedures and daily tasks.
Quality is an important part of any business rather from a customer’s perspective or a producer’s perspective. Quality from a customer’s perspective is they “want value and quality has become a major factor in the value of products and service” (Russell & Taylor, 2013, pg. 53). “The customer is the most important part of the production line” (Russell & Taylor, 2013, pg. 53). This can be referred to as quality of design meaning “involves designing quality characteristics into a product or service” (Russell & Taylor, 2013, pg. 54). Now let’s look at the quality from a producer’s perspective. This can be referred to a quality of conformance meaning “making sure the product or service is produced according to design” (Russell & Taylor, 2013,
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
Below is an example of a job description at HSBC: Role Title: Transfers and Settlements Administration (Job Number – 1.2.2.5) Location: Client Service Centre Reporting to: Client Administration Manager From looking at the above job description we can see that HSBC include: - What the title of the job will be - Where the job will be located - Who the employee should report to To include the title of the job is obviously an important part of any job description. It allows candidates to know what role they are applying for and if successful, the role they will take on. The location of the job is also important, as candidates need to know where to apply. Also if the candidate is successful they need to know whom they are reporting to and for this reason this information is also included in the job description. The job role title allows candidates to get an insight into the type of duties they will be required to carry out.
"'Customers Willing to Pay 22% More for Good Service'" - Indian Express. The Indian Express, n.d. Web. 24 Apr. 2014. .
Afterwards observe the current employees doing their daily routines and document the work processes needed to complete those tasks. Next human resources should interview the employees to get more accurate details about job tasks and duties. Have the most accurate description of the job duties and activities will come directly from questioning an employee to get the details that an observation will miss. A good job description will have an accurate and realistic account of all the aspects of a job position (Pato, 2013). The interview will bring out the positive and the negative aspects of a job and it is important that all that information is presented in the job description correctly.
So this shows that quality has always been their number one concern in the products, although their quality management has changed throughout the years of their existence , the change has only been to continuously improve their process to what it is now . At first quality management was prescriptive and centrally controlled by the parent company but after the company has grown into other regions of the world, the company realized the need to cater a certain type of quality according to the requirements and the type of market they are dealing with. Although consistency is needed in their products they offer hence they have developed TCCQS in 1995 so that the quality requirements can be standardized for everyone to easily follow as
The result of this process is a job description “that includes the job title, a summary of the job tasks, a list of the essential tasks and responsibilities, and a description of the work context “(Burke, 2008). A job description consists of the knowledge, skills, and aptitudes necessary to do the job. A job evaluation is the process of adjudicating the comparative value of a job within a company (Burke, 2008).
Not surprisingly, fares and price is one of the most critical attributes in buying products or services. Mostly fares are the key element towards satisfactions level of students towards rail transportation. Price fares play a vital role in the customer satisfaction because the charges of the product directly affect the customer, so if it is affordable then customers satisfy it and willing to purchase the product again and again in future （Gustafsson et al. 2005). Anderson et al.（1994）; Cronin et at.（2000） and Virvilaite（2008） studying price relationship with satisfaction scientists indicated that “the level of satisfaction, depends on service quality, price”. As consumers are now demanding higher quality in item than ever before (Leonard and
“A satisfied customer is the best business strategy of all” (LeBoeuf, M. n.d.). The introductory citation by American Businessman Michael LeBoeuf captures the nucleus of this essay. In which, the focus of this paper will be the pricing strategy of the Honda Automobile Corporation. This assignment will deliver a brief overview of Honda’s prices in comparison to their competitors. Next, my thoughts on how Honda forms their prices. Finally, a condensed dialogue of three pricing strategies and my thoughts on whether or not, these strategies are utilized by Honda. Therefore, let’s commence this essay by providing a compact overview of Honda’s prices, as opposed to their rivalry.
Throughout history, getting things (and people) where they need to go has been a pretty basic need. The Romans needed to move stone to build their aqueducts; the nobles wanted luxury spices and silks brought to them from far off lands; ancient cities needed to move vegetables and grains from the farms, to storage, and then to the cities to feed the populace. Transportation has always been one of the backbones of every great civilization, without the ability to move goods long distances, your 'culture' was only the distance you could go conveniently to get what was necessary for survival that you could not produce. The industry boomed during the railroading system and hasn't slowed since. First, there were ships and horse-drawn carriages, then cars, now huge 40 ton trucks and jumbo air-liners.
Job description is a sum up of a job that is in the recruitment, in this description, employees will write down the job title, so applicants will able to understand what the job is about. Also, the department, applicants should know where would they work if they were going to work in that organization. Next i...
The job description summary should contain 1 – 3 paragraphs and should summarize the main points of the job description. This might include responsibilities, functions and duties (University of Pittsburgh, n.d.). Knowing this helps to enhance productivity and avoids confusion. A good job description helps to not only understand the employee’s job responsibilities but other employees as well which further enhances and strengthens the team (Ashe-Edmunds, n.d.). Job duties serve as the foundation of the job description and “conveys the complexity, scope, and level of responsibility of a job” (University of Pittsburgh, p. 3). As indicated earlier, it is important that the information in the job duties section be accurate, concise and complete. Performance standards convey job expectations and outline the basis for job training and career advancement. Typically, this is created by the supervisor or managing official. It is the basis for measuring performance and will depict what is necessary for job success. The Job Factors section outline the work experience, education, knowledge and abilities required to do the job (Well-written job descriptions are worth the effort, n.d.)(University of Pittsburgh, n.d.). Other items for consideration related when creating a job description are salary range, job locality and equipment used in the performance of the job. If the company is part of a union, there might also be Collective Bargaining Agreements (Writing Effective Job Descriptions,
The dimensions of service quality refer to the attributes which contribute to consumer expectations and perceptions of service quality, thus serving as the determinants of consumers’ quality assessment (Rowley, 1998). The most well-known, commonly used service quality scale is the SERVQUAL, a general instrument for measuring service quality developed by Parasuraman et al., (1988). It includes five dimensions of service quality: (1) tangibles: appearance of physical facilities, equipment, personnel and communication materials; (2) reliability: ability to perform the promised services dependably and accurately; (3) responsiveness: willingness to help customers and provide prompt service; (4) assurance: knowledge and courtesy of employees and their ability to convey trust and confidence; and (5) empathy: caring, individualized attention that a firm provides its