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M.O. Group Case Study
Transcript of M.O. Group Case Study
1. Entrepreneur’s business decision
2. Business location
3. Customer service
4. Desire for growth
5. Correct use of business funds
6. Competition The importance and benefits of positive attitude for a company: Question 1 Conclusion Case Study 3: Albertsons Works On Employee Attitudes Fionn, Liew Yin Foong (I13002295)
Li Ye (I12001965)
Lu Xiaotong (I12001911)
Zhu Jia (I12002011)
Xie Tian (I12001986) Case Summary Johnston says, "Positive attitude is the single biggest thing that can change a business." How valid and generalizable do you think this statement is? Question 2 Question 3 Question 4 Explain the logic as to how Foreman's 3-day course could positively influence Albertsons' profitability. If you were Johnston, what could you do to evaluate the effectiveness of your $10 million investment in Foreman's training program? If you were Albertsons' employee, how would you feel about going through Foreman’s course? Explain your position. Instructions: Phillips ROI Methodology
Philips Model Albertsons Huge grocery and drug company
More than 2,400 supermarkets
Osco and Sav-on brands Rival: Wal-Mart
Revenues flat and profits falling Hire
Came from General Electric Secret: Bridge: Foreman's Program Improving: Motivation and attitude training Linking employees
customers Mental, physical, &
emotional well-being Foreman's 3-day course:
Providing motivation & attitude training Customer service's impacts on company profitability: Definition:
Attitude is a kind of feeling. It can express the judgments on a place, events and so on.
Positive attitude means a person who has positive response to the event, or object.
(Homebizwomen, 2010) The reflection in this case:
1. Make employees feel more confident
2. Establish close ties between customers and employees
3. Lead employees to show their ability & demonstrate potential on work.
(ELATE, 2007) Impacts of positive attitude on customer service: Three steps to company's profitability with Foreman's program Pre-participation During
the Course Post-participation Doubtful on effectiveness of course
Interested & Excited
@ Understand significance of the course Work
Life CONCLUSION Positive Attitude = Essential! But..... NOT the single biggest thing that can change a business. (Brownell, 2011; Liu, 2013) (Martin, 2013; Sasson, 2009) (Remez, 2009; Tsai, Edwards & Sengupta, 2010) (Mayhew, 2013) Brownell, E.O. (2011). Creating a Positive Customer Environment-The Magic of a Positive Attitude [online] Available at: <http://www.babyshopmagazine.com/articles/retailer-to-retailer/magic-of-positive-attitude.htm > [Accessed 26 February 2013]
ELATE. (2007). Success in Business, [online] Available at: <http://www.elateafrica.org/elate/entrepreneur/successinbusiness/factorswhichleadtobussinessfailure.html> [Accessed 23 February 2013]
Homebizwomen. (2010). The Power of Positive Attitude to Transform Your Business, [online] Available at: <http://www.homebizwomen.com/power-of-positive-attitude.html> [Accessed 23 February 2013]
Liu, A. (2013). The Impact of Positive Thinking on Your Customers [online]. Available at: <http://www.annliublog.com/the-impact-of-positive-thinking-on-your-customers> [Accessed 26 February 2013]
Martin, M. (2013). What Are the Benefits of Good Customer Service?, [online] Available at: <http://www.ehow.com/about_5082152_benefits-good-customer-service.html> [Accessed 26 February 2013]
Mayhew, R. (2013). How to Evaluate the Effectiveness of Training Employees, [online] Available at: <http://www.ehow.com/how_8213892_evaluate-effectiveness-training-employees.html> [Accessed 19 February 2013]
Sasson, R. (2009). The Power of Positive Attitude, [online] Available at: <http://www.successconsciousness.com/positive_attitude.htm> [Accessed 23 February 2013]
Tsai, C., Edwards, P. and Sengupta, S. (2010). The associations between organisational performance, employee attitudes and human resource management practices, [e-journal] Available at: <http://web.ebscohost.com/ehost/pdfviewer/pdfviewer?vid=4&sid=ede75205-da54-40b0-89d8-07759f67decb%40sessionmgr12&hid=14> [Accessed 23 February 2013] References