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CUSTOMER-FOCUSED ENVIRONMENT: ORGANIZATIONS MUST EXTEND THEIR DEFINITION OF CUSTOMERS.

ISSN: 03609936

In this article, the author discusses the different definition of customers either internal or external and how satisfying all customers’ needs helps the organization in term of accomplishing its quality objectives.

Read the article, and answer the following questions:

  1. In your own words, summarize the article. ( 150 – 200 words ) ( 2 marks )
  2. To which extent do you agree or disagree with the author point of view “that internal customers’ needs are important as externals to create a true quality environment” and Why? ( 150 – 200 words ) ( 2 marks )
  3. Discuss the tools needed to operate within the new environment as indicated by the author. ( 100 – 150 words ) ( 1 mark )

Answers:

  1. ……
  2. …….
  3. ……
 
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Suppose that you are advising Sam Yagan, CEO of Match.com, along with other related social media businesses, who is now considering broadening his company’s business scope. For example, he is considering building positions in new related or unrelated mobile app businesses such as a new concept, ShopRunner. ShopRunner would provide free two-day shipping and seamless checkout at leading online retailers. You would advise Mr. Yagan to pursue this diversification strategy for all of the following reasons except

a)other recently acquired businesses are already acting to strengthen the company’s resource base and competitive capabilities.

b) the company possesses adequate financial strength to fund the needs of its various businesses and maintain a healthy credit rating.

c) lines of business targeted for diversification would adequately contribute to achieving companywide performance targets.

d) the company has or can develop the specific resources and competitive capabilities needed to be successful in each of its businesses.

e) the parent company has enough cash hog businesses to supply capital to its cash cow businesses.

 
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Project Consulting Report

As the newly assigned environmental health and safety (EHS) manager, you have been asked to conduct several calculations that will assist the plant manager in making some safety-related decisions. You are to conduct the calculations and provide the results in a three-page project report using the Unit II Consulting Report template .

Scenario #1: The plant manager is considering the installation of a second tank into an existing containment dike with a capacity of 175,000 gallons. (Note: 1 U.S. gallon = 0.1337 cubic feet). The existing tank in the containment measures 15 feet in diameter and 12 feet in height. The second tank being planned measures 20 feet in diameter and 40 feet in height. State law requires that the dike hold at least 125% of total container capacity. Therefore, you must total all containers in the containment.

Complete your project by following the Unit II Consulting Report template . Ensure you show your equations and all work for determining answers for all three scenarios in the project document. You may either formulate the scenario equations using the Word equation formula toolbar or write and solve your equations with answers on a separate paper. Then, take a screenshot of your work for each scenario using your phone or similar device and insert it as an image in the document. Make sure your image is clear and legible to read.

No references are required for this assignment; however, if outside sources are used, please adhere to APA Style when creating citations and references for this assignment.

 
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The online retail giant, Amazon, has planned to open a new section on its site to sell high-end art, including painting, prints, and other fine art. Please read the short article.

Amazon’s Next Move: Fine Art By GREG BENSINGER

Moving into more upscale markets, Amazon.com Inc. is quietly laying plans to sell high-end art.

The online retail giant is planning to open a new section on its site as soon as July where it will offer one-of-a-kind paintings, prints, and other fine art, according to interviews with a dozen gallery owners.

Amazon is set to debut the site with works from roughly 100 small galleries across the U.S., say gallery owners briefed on Amazon’s plans. In recent weeks, the Seattle company has held cocktail receptions in its hometown, San Francisco, New York and other cities to invite galleries to take part in the new program.

An Amazon spokesman declined to comment.

Having conquered books and then electronics and other general merchandise, Amazon has lately been redoubling efforts to move into higher-end markets, seeking potentially higher margins. Late last year, it rolled out wine sales, a retail category it had tried twice before, and it has also been touting upscale fashion, including through subsidiaries such as MyHabit.com.

Amazon was among a flurry of sites selling art in the first Internet boom. In 2000, it backed away from a joint venture with auction house Sotheby’s after 16 months when the effort failed to gain traction. Yahoo Inc. and eBay Inc. also retreated from several endeavors to sell paintings and other art on the Web, followed by startups like eHammer.com.

“It’ll always be difficult to sell art on the Internet,” said Richard Feigen, owner of Richard L. Feigen and Co. gallery in New York. “Serious collectors want to see the art before they buy it—you don’t have to see a book to buy it over the Internet.” He said he wasn’t approached by Amazon.

Gallery owners who were briefed on the plans said Amazon will charge a tiered commission based on an art piece’s price, generally from 5% to 20%, with higher-priced works subject to lower commissions. It is charging wine sellers about a 15% commission, according to wineries involved in that program. Shipping logistics will fall to the galleries, and the art section won’t be a part of Amazon’s Prime two-day delivery program, said these gallery owners.

Nick Lawrence, owner of the Freight + Volume gallery in New York, said he had decided within the past month to list some paintings on Amazon’s site after getting an unsolicited offer from the company. “I figured this would be a great way to reach a massive crowd,” said Mr. Lawrence. “There are a lot of people who aren’t necessarily going to be able to visit New York to buy art and maybe they can find something instead on Amazon.”

Mr. Lawrence said he was also enticed by Amazon’s offer of a free membership until 2015, when he said the company will start charging dealers about $100 per month to list their artwork.

Gail Gibson, owner of Seattle’s G. Gibson Gallery, said she was taking a “wait and see” approach to Amazon’s venture even though it meant missing out on the discounted monthly price.

“It seems a little too soon, I’ll have to see what the site looks like, how easy it is to use,” said Gibson. “With art, it has to be tasteful.”

Amazon will face some competition from more-established art sales sites. Many gallerists said they use sites like Artsy and Artnet to sell their wares around the country.

Gallery owners said it wasn’t immediately clear how Amazon plans to organize the site to help potential buyers find works they want to buy from lesser-known artists. Nor has Amazon explained to many dealers how they are expected to handle returns. Shipping art can cost hundreds or thousands of dollars.

Amazon’s interest in art sales was reported earlier by trade publication The Art Newspaper.

A version of this article appeared July 1, 2013, on page B6 in the U.S. edition of The Wall Street Journal, with the headline: Amazon Moves Into Fine Art.

Question.

(i) Of the three distinct competency we introduced this week (operation excellence, customer intimacy, and product leadership), what is (are) Amazon’s distinct competency (competencies) in general based on your knowledge about Amazon?

(ii) How will Amazon’s distinct competency help it provide more value in this area of selling fine art, compare to competitors?

 
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