1.  When a company buys a high-end document processor from Xerox or Canon, it is buying a physical product with a bundle of associated services. Describe some of the services that might be associated with such a product. It could be the product associated with the business you chose to focus on.

2.  For this product, develop a list of the elements or points of interaction that might be reflected in a customer experience map. How can buyers evaluate the quality or value of these services?

3.  Describe the specific tasks in the typical sales cycle and discuss how different channels (for example, business partners versus the Internet) can perform different tasks within a single sales transaction.

4.  A key goal in logistical management is to find the optimum balance of logistical cost and customer service that yields optimal profits. This directly can impact the marketing team’s impact on the overall organization. Explain.

5. An increasing number of manufacturers are adopting more sophisticated purchasing practices and inventory control systems. What are the strategic implications of these developments for business marketers wishing to serve these customers?

6. What are some of the most important supply chain aspects of the business you chose to focus on?

Module 04 Content

1. Amazon.com is the largest Internet-based retailer in the United States. One of the most important factors in Amazon’s success has been its outstanding leadership.

   For this assignment, research the leadership culture of Amazon to gain insights into how it shapes the customer service environment that is created within the company. After completing your research, write a 1-2 page paper that does the following:

   • Identify Amazon’s leadership principles.
   • Explain how the president of Amazon has provided leadership in customer service at Amazon. Provide an example.
   • Provide your analysis of why the leadership philosophy at Amazon is so successful and how it influences the level of customer service provided by their site.
   • Your submitted assignment should be proofread for correct spelling, grammar, and punctuation.

     Be sure to follow APA formatting, and include both in-text citations and a references page. Provide at least one reference and in-text citation (other than the Amazon.com website) for your paper.

     For APA guidelines, go to the Resources tab within the course.

     Submit your completed assignment by following the directions linked below. Please check the Course Calendar for specific due dates

     Save your assignment as a Microsoft Word document. (Mac users, please remember to append the “.docx” extension to the filename.) The name of the file should be your first initial and last name, followed by an underscore and the name of the assignment, and an underscore and the date. An example is shown below:

     Jstudent_exampleproblem_101504

Briefing Report 

Current strategic goals, operating systems and the industry environment 

Provide a detailed analysis of current organisational goals, operating systems and the industry/market environment within which the organisation is operating. 

Business culture and current business systems

Outline the current organisation culture and current systems of the business. Review the organisational structure and identify the key stakeholders who may be impacted by a systems innovation and the key stakeholders who could play a role in conceptualising and supporting systems innovations.

Target market 

Outline the current target market (learners) of the college and compare with typical markets of RTOs in Melbourne (discuss additional markets that King Edward is not engaged with). 

Competitor analysis

Do some research into who King Edward College’s direct competitors in the Melbourne area who are also offering e-learning and online course options (at least three competitor RTOs). Compare and contrast the business processes and methods of delivering their students a learning experience. 

Learning needs

a) Learners of College 

Review the needs analysis and identify and outline the current needs of the learners in in relation to innovating the business’s learning management systems.

b) Staffing of College 

Review the needs analysis and identify and outline the needs of the key administration and training staff in relation to innovating the business’s learning management systems.

Innovation gap analysis 

Compare and contrast Kind Edwards current business operations against the findings of the competitors, identify and summarise the innovation gaps the colleges currently has in competing in the current market in relation to their student offerings and experience. 

Resources and business commitments required to foster innovation

Outline the resources required to support system innovations within the organisation.

Internal and external information sources

Identify the internal and external information sources used in this report. 

 

King Edward VII College

Meeting Policy and Procedures 

Purpose

The purpose of this policy and procedures is to ensure that all meetings are organised and conducted effectively, and according to established procedures.

Scope

King Edward VII College convenes a range of meetings including regular staff meetings, meetings to discuss specific projects or issues, management meetings and client meetings. Such meetings are considered to be formal meetings. This policy and procedures covers both formal and informal meetings, noting that formal meetings are staff meetings, management meetings and conference meetings.

This policy and procedures applies to all staff with responsibility for organising meetings at King Edward VII College.

Code of conduct

The King Edward VII College meeting code of conduct is as follows:

· Everyone is expected to be on time for the meeting.

· Meetings must be entered into all staff calendars to ensure that they are not forgotten.

· Mobile phones must be turned off in meetings.

· Lap tops may only be used during the meeting to make notes or to refer to relevant sources of information.

· Everyone’s point of view must be respected.

· Meeting participants must not promote any ideas related to self-interest or conflict of interest.

Our code of conduct ensures that all ethical requirements are met.

Identifying meeting participants

Relevant staff are to be identified for participation in meetings.

The following guidelines are to be followed in order to identify and then invite relevant staff that are required to participate in meetings:

· Staff meetings: all staff to be invited

· Management meetings: CEO, Human Resources Manager, Marketing Manager, IT Manager, Finance and Administration Manager

· Trainer meetings: Training Manager and all Trainers

· Informal meetings: all staff.

 

Meeting agenda

The purpose of an agenda for a formal meeting is to inform the staff of when and where the meeting will be, as well as what will be discussed and done at the meeting.

The person organising the meeting must develop the agenda.

The King Edward VII College Meeting Agenda Template must be used ensuring that:

· Each agenda item is numbered

· Each agenda item is allocated an amount of time e.g. 9.00 am – 9.15 am and that this is enough time for the item to be discussed.

· There is a short summary of what will be discussed under each agenda item.

Agendas must be sent by email to each meeting participant at least three working days prior to the meeting.

Notice of meeting

The following procedures should be followed for formal meetings only.

A notice of meeting must be sent to all staff at least ten working days prior to the meeting, except in the case of emergency meetings. This notice must be sent by the person organising the meeting.

The notice should be addressed to participating staff members and must be sent via email. It must identify:

· The type of meeting (for example, face to face or teleconference)

· The purpose of the meeting and any additional requirements

· The place, date and time of the meeting.

· Advice that the agenda will be forwarded within three working days of the meeting.

Where a staff member is required to attend a meeting, but is interstate visiting clients, teleconference arrangements should be made for that staff member in order that they can attend the meeting. Staff members are to be advised that they will be contacted via Skype, and that they must make themselves available on Skype at the appointed time.

Staff members who are unable to attend are expected to respond via email advising that they are unable to attend.

The notice of the meeting should also be used to remind staff of the King Edward VII College meeting code of conduct as follows:

· Everyone is expected to be on time for the meeting.

· Meetings must be entered into all staff calendars to ensure that they are not forgotten.

· Mobile phones must be turned off in meetings.

· Lap tops may only be used during the meeting to make notes or to refer to relevant sources of information.

· Everyone’s point of view must be respected.

The notice does not need to refer to each of the above points, but staff should be reminded to review this code within the Meeting Policy and Procedures.

For informal meetings, a notice of meeting should be sent in the form of an email at least two working days prior to the meeting. The notice should include the date, time and duration of the meeting, as well as a brief summary of the meeting and key items that will be discussed. This replaces the need for a formal agenda. Thus, the following section on Meeting agenda’s does not apply to informal meetings.