Questions On Knowledge Process Outsourcing - 1018 Words

5. Knowledge Process Outsourcing While defining the Knowledge Process Outsourcing, it is worth to know and think about the same as (BPO), however at a higher position in the intellectual value chain. The old Business Process Outsourcing firms which are used to deliver basic backend or customer care support are shifting up this value chain. Offshoring of knowledge concentrated or related business processes which require specialized domain oriented expertise, defines KPO. The KPO typically involves a component of Business Processing Outsourcing (BPO), Analysis Proves Outsourcing (APO) and Research Process Outsourcing (RPO). Knowledge Process Outsourcing (KPO) is a kind of outsourcing in which the information and knowledge cognate work and†¦show more content†¦Many firms and organizations have come to understand the importance of outsourcing. By outsourcing non-core activities, it’s just not only the costs are minimized and efficiencies improved but also the total business improves, reason the focus shifts to the key growth areas of the business activity. Nature of KPO ï  ¶ It is people-intensive in that much of KPO work requires insight and analysis based on experience, skills and judgement. The result and the recommendations are driven by judgment rather than by rule-driven processing. ï  ¶ Processes/services which are performed are based on intellectual capability, skills, and domain knowledge. A process can only provide a guideline but not a deterministic set of rules. ï  ¶ The process involved is complex, and require many steps. It calls for interpretation, reasoning, analytical skills and the exercise of judgment. ï  ¶ It requires people with higher education and/or specialized and differ ¬entiated knowledge and skills. ï  ¶ KPO is inclusive. Unlike BPO, where an entire process is offshored, KPO usually entails offshoring part of the larger process (e.g., financial research and analysis). By its very nature, the team is global. 6. CLASSIFICATION OF SUB-SECTROS AND SERVICES OF KPO The rise and success of KPO lead to its growth and expansion in many sectors. Now, its area and services offered are not restricted toShow MoreRelatedEcco a/S – Global Value Chain Management1709 Words   |  7 PagesCase 3 The International Firm in a Global Economy ECCO A/S – Global Value Chain Management Question 1: 1. Relate the Ecco case to the conceptualization of the organization as a global factory. What similarities and dissimilarities with the global factory conceptualization do you see and what solutions may it present? Similarities: As ECCO had been very successful in the footwear industry by focusing on production technology and assuring quality by maintaining full control of the entireRead MorePros and Cons for Outsourcing1710 Words   |  7 PagesThe Pros and Cons of Outsourcing services in the US By Berend Schoute (1713035), student of the VU university Amsterdam. INTRODUCTION Hillary Clinton, I dont know what reality the Bush administration is living in, but its certainly not the reality I represent, from one end of New York to the other. This response came on the statement of the head of U.S. President George W. Bushs Council of Economic Advisers, Gregory Mankiw. 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With the services provided, XYZ Marketing Company can gain new clients, retain their current clients, and also help their clients with a new strategy for marketing services. XYZ Marketing Company handles hundreds of e-commerce websites for clients on a daily basis. By doing so, this helps implement clientRead MoreEssay on Offshore Outsourcing1661 Words   |  7 PagesOffshore Outsourcing Currently, it has been reported that many of our jobs, as much as one out of every three private-sector jobs are being sent overseas. What is offshore outsourcing? Outsourcing occurs when a firm subcontracts a business function to an outside supplier. Outsourcing is mainly the result of companies who will always pursue the lowest-cost structure, which means less skilled work will move out of the U.S. to emerging economies. 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I learned from the text the reasoning and bottom line improvements that the company gained from the outsourcing. Overall, this module has been a learning experience and a good reinforcement for those

Organizational Behavior Essay - 1086 Words

Introduction The business world has become very competitive and dynamic. In order to be successful in a work environment, organizations must be knowledgeable of what defines organizational behavior. Organizational behavior can help organizations expand, communicate, learn, and develop for better performance in the competitive, vibrant, and ever changing economy we all live in. It is important for organizations to learn the different behaviors, cultures, diversity, communications, effectiveness, and the learning styles that make up the organization and its environment. This paper will define and explain the terminology and concepts of organization behavior through research and examples used within the military. What is Organizational†¦show more content†¦Organizational Culture Organizational culture is a system of shared beliefs and values that develops within an organization and guides the behavior of its members (Schermerhorn, 2005). This is how individuals live, act, and define what normal behavior. Culture is a big influence in an individuals life and decision-making process. The purpose and function of this culture within the military is to help foster internal integration, bring employees from all levels of the organization much closer together, and enhance their performance. An example of an organizational culture within the miiltary is the academy culture. Employees within the military are highly skilled, have been working for the organization for at least 20 years or more due to the outstanding benefits, and motivated for the possibility of promotion. Military personnel practices good organizational culture by providing a stable working environment that allows an employee to utilize current skills and develop new skills. Every organization has their own unique culture that fits their vision and goals. Diversity Diversity is the presence of individual-differences based on national origin, family status, culture, education, employee status, functions, regional origin, religion, gender, race and ethnicity, age, able-bodiedness, and sexual orientation. Having an awareness of how each item contributes to diversity is the first step into understanding diversity. An individual should be open to listen andShow MoreRelatedOrganizational Citizenship Behavior4841 Words   |  20 PagesTable of contents: Page # 1. Literature Review 1 1.1. What are Organizational Citizenship Behaviors (OCBs) 1 1.2. OCB and its link with Organization 3 1.3. How OCB’s are exhibited by employees 4 1.4. Importance of OCB 5 1.5. Effect of OCB on employees 6 2. Introduction to Organization 6 2.1. Allied Bank Limited 7 2.2. Meezan Bank Limited 7 2.3. First Women’s Bank 7 2.4. MCB 7 3. 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The concept applies in a diverse workplace setting in different ways and had diverse impacts to the organization. Organizational behavior field includes communication, sociology, psychology, and management. The concept is subject to both internal and external factors affectingRead MoreOrganizational Behavior5621 Words   |  23 PagesChapter 1 - The Field of Organizational Behavior Multiple Choice Questions 1. Pharmacia is an example of a company that: a. experienced culture clashes as a result of a merger. b. ignored technological advances to its harm. c. is a great employer in terms of human resources, but an unprofitable company. d. focused on balance sheets rather than human resources. 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Quantitative Analysis AGL energy Limited and Genesis Energy Limited

Question: Discuss about the Quantitative Analysis for AGL energy Limited and Genesis Energy Limited. Answer: Introduction of AGL Energy Limited and Genesis Energy Limited AGL Energy Limited AGL Energy Limited established in 1837 and is the oldest company of the Australia. This company adopts new things and believes in creation of the sustainable and trustworthy energy for providing to the customer. They trust in change and do work for the community and environment. The first gas street lamp in the Sydney was established by this company, in the year 1841. Now it has the largest solar plant in Australia which was established in 2015. AGL is the largest owner of the listed ASX and does operation for generating electricity in the country. AGL is the incorporated energy company which leads in Australia. This company takes the accountability for the decline emission of greenhouse gas during the time of offering the safe and inexpensive energy to the customers. Company has been acquired the experience of 175 years and with this experiences it provided the gas, electricity, solar PV and related products and services to the customer as per their needs, in the Eastern Australia. It has the collection of various power generations like base, peaking and intermediate generation plants which are spread among the thermal generation along with the renewable sources like hydro, wind, solar, landfill gas and biomass. Genesis Energy Limited After the division of Electricity Corporation of New Zealand (ECNZ) and the reorganization of market of the New Zealand electricity, on 1 April 1999, Genesis Energy started its business while it was commenced in 1998. The company has good range of products. It offers services and provides energy solutions to its customers in a very easy and smart way. The company generates electricity with the help of number of generation assets, trade electricity and natural gas. In the New Zealand, Genesis Energy Limited is the largest retailer company of electricity and gas. It has good connection with customers. This company purchase electricity from the electricity market and sell it only in the market of New Zealand. The generators sell the electricity in the market and the retailers buy it and sell to the customers. Natural gas has been sold by the company in the North-island to the residential and commercial customers and it is also sold natural gas to the wholesalers in market to get the extra surplus. They also sold LPG to the customer, which is acquired from Kupe, in New Zealand. This company also offers the first class customer service as per the needs of customers. This company also provides electricity to all type of business even to the rural enterprises. The business team of the company supports to commercial customers. Trend analysis and Ratio analysis Analysis of trends Trend analysis represents the comparison between organizations financial data of two or more years. It shows the increment or decrement in amounts and percentage with compare to base year. Trend analysis of income statement shows increase or decrease in amount or percent of current years incomes and expenditures, on the basis of previous year. As per income statement of AGL energy limited revenue increases by 2% while expenses increases by 6% and other expenses also increases, so it directly impacts on profit of the company. The profits highly decrease by 62%. It shows that companys financial position is not good. As per income statement of Genesis energy limited revenue increases by 4.62% while expenses increases by 3.28%, so it directly impacts on profit of the company which highly increases by 113.01%. This reflects good financial position of company. Trend analysis of balance sheet represents increase or decrease in assets and liabilities in current year, on the basis of previous year. According to balance sheet of AGL energy limited total assets increased by 12% and total liabilities increased by 7%, hence net assets and total equity increased by 16%. This reflects sound capital structure. Total assets and total liabilities of Genesis energy limited are decreased by 2.79% and 2.64% respectively, hence total equity decreased by 2.94%. It shows bad capital structure of company. Trend analysis of cash flow statement interprets increment and decrement in cash inflows and cash outflows in current year with compare to previous year. Cash flow statement of AGL energy limited shows that cash provided by operating and financing activities but cash used by investing activities which decreases cash and cash equivalents. Genesis energy limiteds statement reflects inflows from operating activities but outflows from investing and financing activities, hence overall decreases cash and cash eequivalent. Ratio Analysis Ratio analysis is a process of determining relation between two figures of financial statements. It is beneficial to know financial position of company. Ratios are useful in identify companys performance by comparing data of two or more years. Profitability Ratio: Profitability ratio is used to calculate performance of company by measuring its profitability. It shows profit earning capacity of business. Return on Assets: It shows the profitability of company on the basis of total assets held. Return on assets can be calculated by dividing profits (earnings before interest and tax) with assets. Return on assets of AGL energy limited was 5.38% in 2014 which decreases to 2.13% in 2015. And ROA of Genesis energy limited increases 3.98% in 2015 from 1.97% in 2014. Net Profit Ratio: It can be calculated by dividing net profit by net sales or revenue. It represents that how much profit earned by the company over its sales during the year. Net profit ratio of AGL energy limited was 5.46% in 2014 which decreases to 2.04% in 2015. And net profit ratio of Genesis energy limited increases 5% in 2015 from 2.45% in 2014. Profitability ratio shows that Genesis energy limited has better financial position than AGL energy limited. Liquidity Ratio: Liquidity ratio reflects the liquidity of company. In other words, it shows the capacity to meet its liabilities. Quick Ratio: Quick ratio also knows as liquidity ratio and acid-test ratio. The satisfactory quick ratio must be 1:1. It is calculated by dividing quick assets by current liabilities. If inventories and prepaid expenses deducted from current assets then quick assets arises. Quick ratio decreasing from 1.49 in 2014 to 1.29 in 2015 of AGL energy limited while decreasing from 1.07 in 2014 to 0.86 in 2015. Current Ratio: The standard current ratio for strong company must be 2:1. Means current assets should be double of current liabilities. When current assets divided by current liabilities, current ratio received. Current ratio decreasing from 1.57 in 2014 to 1.46 in 2015 of AGL energy limited while decreasing from 1.45 in 2014 to 1.12 in 2015. Both current and quick ratios of both companies are decreasing which shows that liquidity position is not good. Capital Structure Ratio: Capital structure ratios are based on capital structure of company. Debt to Equity Ratio: It presents that how much debt is available with compare to equity of a company. It shows proportion between total debts / liabilities and total equity. Debt equity ratio decreasing from 86.27% to 79.61% of AGL energy limited while increasing from 92.98% to 93.27% of Genesis energy limited. Equity Ratio: Equity ratio presents proportion between total equity and total assets of company. It is use to know the ratio of equity and assets of the company. Equity ratio increasing from 53.69% to 55.67% of AGL energy limited while decreasing from 51.82% to 51.74% of Genesis energy limited. Market Performance: Performance of any company can be measured by earning per share and dividend per share. Earnings per share: It is measured by dividing net earnings for equity shareholders (net profit after tax and preference dividend) by number of equity shares. AGL energy limiteds earning per share decreases from 98.2 to 33.3 while increases of Genesis energy limited from 4.92 to 10.49. Dividend per share: If dividend declared by company is divided by number of equity shares, dividend per share received. Dividend per share increases of AGL energy limited 63 to 64 and Genesis energy limited 6.6 to 8. Conclusion The Genesis energy limited is financially sound with compare to AGL energy limited. As the ratio analysis has been done which shows the position of both the companies and according to that analysis, the conclusion has been made. Both the companies are performing well but as per evaluation and analysis, Genesis energy limited is quite better than AGL energy limited. Recommendation The investor should invest in Genesis energy limited because its profitability and earnings per share is more than AGL energy limited. References AGL energy in action. our company. Retrieved on 29 August 2016 from: https://www.agl.com.au/about-agl/who-we-are/our-company ASX Release, (2015). AGL Annual Report 2015. Retrieved on 29 August 2016 from: https://www.asx.com.au/asxpdf/20150826/pdf/430t27pwhhbmr3.pdf Axel, T. 2012. Ratio Analysis Fundamentals: How 17 Financial Ratios Can Allow You to Analyse Any Business on the Planet: RatioAnalysis.net Genesis Energy, (2015). Genesis Energy Annual Report 2015. Retrieved on 29 August 2016 from: https://www.asx.com.au/asxpdf/20150904/pdf/4313hvljxkcz9m.pdf Genesis energy, (2016). about us-company information. Retrieved on 29 August 2016 from: https://www.genesisenergy.co.nz/company-information

Significance of Service Encounters-Free-Samples for Students

Question: Discuss about the Service Encounters. Answer: Introduction The customers experience has an impact on any given service industry. The first impression or experience a customer gets decides the success and future of the brand. Generally, various brands are judged on the basis of service encounters and instances when the customers interact with the company (Chang, Chen Lan, 2013). This being said, the service organizations should improve or find new ways of pleasing the customers. This is important especially in cases where the service company interacts with the customers. Moreover, the company should take advantage of this ideal opportunity and ensure the customers are impacted positively. This paper focuses on the impact of services in the hotel industry by taking a look at Hotel Pacific in Australia. Also, this paper will explain how service encounters impact the operations of a business and how the management can get involved. Service encounters may be described as a set of emotions displayed by customers after judging the service quality of a given company. The customers make the judgments based on their experiences and how they are handled. Proper management of several factors translates to customer satisfaction and eventual business success. Significance of Service Encounters There are various processes a customer has to go through when checking in at a hotel or any other service industry. The flow chat shows the various stages in details. In some of these processes, the customer has to get directly involved while in some the customer is not directly involved. In both cases, the management has to be effective and ensure that the services they give to their customers are the best in the market (Coelho Henseler, 2012). The managers have to make sure that their services are well-designed and capable of putting a smile on the customers faces immediately they enter the hotel premises. The emotional feelings that customers express after service experience determine whether the service was satisfactory or not. Therefore, the management has to work extra hard to satisfy the customers. For instance, the customers in a hotel should be engaged and entertained while they wait to be attended to. This will help to ensure that the customers will not develop a negative attitude towards the hotel and the environment. Many hotels have a variety of entertainment options such as magazines, pamphlets, and television sets. This also helps the organization to identify various ways they can engage and keep their customers entertained. The management also has to put into consideration the duration effect. The customer should be made aware of the various operations in the hotel which include the room service, dinner, and the rules to be followed during their stay. Another area of interest that is likely to affect the satisfaction of customers is the level of control that the customers have in the process. For instance, the hotel management can create an option which will enable the clients to book their room online. This will improve the efficiency of the whole process and save a lot of time which would have been lost in the process. Therefore, the level of a customers satisfaction is directly determined by the control he or she has in the process. However, this does not apply to the internal systems which do not directly involve the customer. In these cases, fairness, professionalism, and justice have to be ensured in the process so that the clients can feel a sense of engagement (Wilson, Zeithaml, Bitner Gremler, 2012). Service encounters should help a business understand what customers need. The business should also see this as an ideal platform to get feedback from the clients and make the necessary amendments if needed. Managerial Implications As stated above, the service company should see the service encounters as an opportunity to please the customers and ensure they leave the premises satisfied. Evidently, service encounters are judged by many qualitative factors. The service encounters and the managerial implications have a direct effect on the ROI since they influence the type of brand that a customer chooses (Sirianni, Bitner, Brown Mandel, 2013). This is evident especially in the hotel industry where customers are very selective and demand high-quality services. In the modern hotels, the facilities and infrastructure are the same; it is only the services that differ. The management should focus more on the service psychology when conducting their business activities since this will enhance the service encounters. The management should identify the various processes and interactions the customers have to go through during their stay in the hotel and identify the processes that may affect the customer negatively (Wi rtz, 2012). The management also needs to improve the hotels operations so that the customers are enlightened about the complete process, the various steps, and the duration (Wirtz, 2012). This will help in improving the satisfaction of the customers and also reduce the ambiguity of the whole process. Moreover, the hotel will reduce losses since the reworks are far less in the absence of ambiguity. It is also important for the hotel to utilize these experiences maximally by selling the various services offered. Most organizations have not been able to develop a system which can enable them to manage and cope with the demand and supply needs. Therefore, the hotel can apply a psychological approach which will help in meeting the needs (Prentice King, 2013). This will increase the customer satisfaction who will in turn not hesitate to refer their friends. Additionally, the brand of the hotel will be improved and more clients will be willing to taste the services offered. The management should also consider the internal operations which do not directly involve the customers. Though the customers are not directly involved in these processes, they are quite essential for the smooth running of the hotel and also impact the customers satisfaction (Mudie Pirrie, 2012). The modern hotels and other businesses are spending fortunes advertising their services and brands on various media p latforms (Verhagen, Van Nes, Feldberg Van Dolen, 2014). However, this might not be necessary if they offer quality and satisfactory services. If their services are right, then they will get more long-term clients with minimal costs References Chang, C. S., Chen, S. Y., Lan, Y. T. (2013). Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters.BMC health services research,13(1), 22. Verhagen, T., Van Nes, J., Feldberg, F., Van Dolen, W. (2014). Virtual customer service agents: Using social presence and personalization to shape online service encounters.Journal of Computer?Mediated Communication,19(3), 529-545. Prentice, C., King, B. E. (2013). Emotional intelligence and adaptabilityservice encounters between casino hosts and premium players.International Journal of Hospitality Management,32, 287-294. Coelho, P. S., Henseler, J. (2012). Creating customer loyalty through service customization.European Journal of Marketing,46(3/4), 331-356. Sirianni, N. J., Bitner, M. J., Brown, S. W., Mandel, N. (2013). Branded service encounters: Strategically aligning employee behavior with the brand positioning.Journal of Marketing,77(6), 108-123. Mudie, P., Pirrie, A. (2012).Services marketing management. Routledge. Wilson, A., Zeithaml, V. A., Bitner, M. J., Gremler, D. D. (2012).Services marketing: Integrating customer focus across the firm. McGraw Hill. Wirtz, J. (2012).Essentials of services marketing. FT Press