BUS499-Module 1 - Case- The Financial Perspective Essay

BUS499-Module 1 - Case- The Financial Perspective - Essay Example It is a service based company which offers services like marketing and promotional strategies, advertising scripts and advertising production for media channels, market research as well as forecasting. It is a globally recognized brand which represents global brands like Procter & Gamble, Toyota/Lexus, Visa International, and General Mills/Pillsbury. Charles and Maurice Saatchi, two brothers, founded the eponymous organization and after that in a decade the company grew phenomenally through mergers and acquisition. This company became popular because of its efficient and creative services to the clients. From the phenomenal growth in 80s the company came to recession in the early 1990 and in 1995 the company went bankrupt. To get better competitive advantages the agencies were linked with common ownership. The management of the company had decided to make changes in two areas of balanced scorecard; these are customer perspective and financial perspective. In terms of financial perspective, the management made the structural changes of the top hierarchy of the organization. In 1995, the joint directors i.e. the two Saatchi brothers quit this company and Bob Seelert, a senior official of P&G joined as a chairman of the company. Kevin Robert who was a top official of General Foods joined as CEO of in 1997 (Business-Intelligence, 2006, p.3). After this reformulation in the top level, the company started de-merging and publicly announced the next three years strategies of company’s comeback. Those goals were; growing company revenue more than market revenue, 30% of incremental revenue converting to operating revenue, doubling the EPS of the company. These goals were well accepted by the existing shareholders and become interested to the new investors (Business-Intelligence, 2006, p.3). The new management team found that the different business unit of the company did not have a common goal. They did financial health check by financial prospective analysis of

Customer Care In Ghanaian Hospitals Dissertation - 2

Customer Care In Ghanaian Hospitals - Dissertation Example Quantitatively, patients of the hospital were given the questionnaire to respond to. The questionnaire contained questions that bordered on several areas of customer care services and practices including the environment of the hospitals, the hospital premises, the staff of the hospitals, and the facilities available at the hospitals. Qualitatively, staff and other stakeholders of the hospitals were engaged in an interview where they gave a professional perspective on the issue of customer care at the university hospitals in Ghana. On a generalized view, the results that were gathered have shown that there is a high level of customer satisfaction at the university hospitals in Ghana. This line of the result was agreed by both patients and staff. However, some core areas of customer satisfaction where it was expected that there would be a balance between practice and what is currently accepted as best practice were found to be lacking. Example of this has to do with the use of informat ion technology in reaching out to customers and creating a virtual healthcare system. Based on the findings, it has been recommended on the need for the university hospitals to ensure that the customer service practice they render become those that will match current needs of the globalized health sector. It would be noted that for the greater part of the discussion that was performed, the researcher looked at the results that were produced from the questionnaire distributed to patients of the hospital on their views and perspective on customer care practiced within the university hospitals in Ghana. In this section of the discussion, the researcher takes a look at the qualitative results that were produced from staff and other stakeholders of the hospital through an interview that was conducted among these stakeholders.