Online game addiction
Methods to Improve Business Management
Within The Case of Supershuttle
Zhu Fangyuan (Julia)
PRE-SESSIONAL COURSE
August 2013
Contents
Introduction 3
Managing External Relationships 3
Managing Operational Finance 4
Managing Internal Relationships 5
Managing Operations 6
Conclusion 8
Reference 9
Introduction
With the development of economic globalization, enterprises are confronting with the unprecedented competition and they have to seek effective strategies to win initiatives among them. Building strong customer relations is one of the strategies. It is fundamental for a majority of businesses since it establishes loyalty and helps to retain customers (Castledine, 2013), thereby improving the competitive advantage. However, because of poor management some companies overlook the importance of customer relations. Supershuttle, for instance, an American airport shuttle service company, received complaints from its customers about the absence of arranged taxi, lack of punctuality, delay in responding to complaints, unreasonable charge and many other service-related problems which strained the relationship between customers and business. This report explains the problems that Supershuttle faced and applies the management principles to tackle them. It examines managing external relationships, managing operational finance, managing internal relationships and managing operations. Finally, this case study identifies the methods that appear to yield better results.
Managing External Relationships
For a large company such as Supershuttle, “one key stakeholder group are customers” (Castledine, 2013) whom organisations should rely on (Johnson and Scholes, 1997:196). Additionally, loyal customers could generate more profit, cost less to serve and make recommendations to others (Castledine, 2013); therefore, companies need to endeavour to improve their customer relations. According to the
Within The Case of Supershuttle
Zhu Fangyuan (Julia)
PRE-SESSIONAL COURSE
August 2013
Contents
Introduction 3
Managing External Relationships 3
Managing Operational Finance 4
Managing Internal Relationships 5
Managing Operations 6
Conclusion 8
Reference 9
Introduction
With the development of economic globalization, enterprises are confronting with the unprecedented competition and they have to seek effective strategies to win initiatives among them. Building strong customer relations is one of the strategies. It is fundamental for a majority of businesses since it establishes loyalty and helps to retain customers (Castledine, 2013), thereby improving the competitive advantage. However, because of poor management some companies overlook the importance of customer relations. Supershuttle, for instance, an American airport shuttle service company, received complaints from its customers about the absence of arranged taxi, lack of punctuality, delay in responding to complaints, unreasonable charge and many other service-related problems which strained the relationship between customers and business. This report explains the problems that Supershuttle faced and applies the management principles to tackle them. It examines managing external relationships, managing operational finance, managing internal relationships and managing operations. Finally, this case study identifies the methods that appear to yield better results.
Managing External Relationships
For a large company such as Supershuttle, “one key stakeholder group are customers” (Castledine, 2013) whom organisations should rely on (Johnson and Scholes, 1997:196). Additionally, loyal customers could generate more profit, cost less to serve and make recommendations to others (Castledine, 2013); therefore, companies need to endeavour to improve their customer relations. According to the