服務(wù)利潤鏈經(jīng)典培訓(xùn)教程香港中文大學(xué)(存儲版)
【正文】 loving, casual airline” 9 Rankings of Eight Largest US Airlines for Revenue, Profit, OnTime Arrival, and Customer Service Complaints (1995) R e v e n u e ( i n b i l l i o n s)0246810121416Amer icanDel taNor thwestUni tedUSAi rTWACont inent alSout hwestDollarsP r o f i t a s a %o f R e v e n u e10123456Ameri canDel taNorthwestUni tedUSAi rTWAContinentalSouthwestPercentO n T i m e A r r i v a l s7072747678808284AmericanDeltaNorthwestUnitedUSAirTWAContinentalSouthwestPercentC u st o m e r C o m p l a i n t s P e r1 0 0 , 0 0 0 P a sse n g e r s00 . 20 . 40 . 60 . 811 . 21 . 4Amer icanDel taNor thwestUni tedUSAi rTWACont inent alSout hwestSW = 25 minute turnaround Others = 55 minutes 10 Case 2: American Express 美國運(yùn)通 ? American Express is a global travel, financial and work services provider – employing over 75,000 people worldwide, and offering products and services in more than 200 countries. ? Personal service – Cards, financial services, travel and entertainment ? Business service – Small businesses, corporations, and merchants ? Segmentation of Cards: Green, gold, platinum, and corporate cards – AE Charge Cards: Paid in full each month – Optima Credit Cards: Paid over time or paid in full each month – Cash Rewards Cards, Airline Rewards Cards (Delta), Hotel Rewards Cards (Hilton) – Student and Senior Cards – Prepaid Cards – The Centurion Card: ―The Black Card‖ $150,000 in annual spending and $2,500 annual fee – room upgrade, first class seats, and bonus miles … ? AE is one of the first panies implementing privacy principles on the Inter. – 11 Relationships between Customer Satisfaction and Office Profitability Comparison of Top and Bottom 10% of American Express’s Business Travel Offices, Ranked by Return on Sales, 1995 美國運(yùn)通銷售收入最高的 10%和最低的 10%的商務(wù)旅行辦公室比較 Top 最高的 10% Bottom 最低的 10% Return on Sales 銷售收入 Gets Through Quickly 服務(wù)迅速 Tickets Right 訂票準(zhǔn)確 Profit 利潤 Customer Ratings 顧客評分 (5 Point Scale 5分制 ) (r=) (r=) 12 Relationship between Employee Satisfaction and Office Profitability Profit 利潤 Comparison of Top and Bottom 10% of American Express’s Business Travel Offices, Ranked by Return on Sales 美國運(yùn)通銷售收入最高的 10%和最低的 10%的商務(wù)旅行辦公室比較 Employee Ratings 員工評分(5 Point Scale 5分制 ) Return on Sales 銷售收入 Physical Surroundings 環(huán)境設(shè)施 Safety of Workplace 工作場所 的安全性 Way Things Get Done 做事的方式 Focus on ShortTerm 注重短期 Top 最高的 10% Bottom 最低的 10% 13 Case 3: WalMart Stores 沃爾瑪百貨公司 Productivity 生產(chǎn)率 1995 Sales Per Employee 員工人均銷售額 WalMart KMart Target $138,710 $114,630 $109,250 Sales Per Square Foot, Stores 店鋪每平方英尺平均銷售額 WalMart KMart Target $297 $211 $195 Industry WalMart Industry WalMart Median, Managers Median, Employees Managers Employees 行業(yè)一般 沃爾瑪 行業(yè)一般 沃爾瑪 管理者 管理者 員工 員工 High Low Relative Turnover 相對流失率 Employee and Management Turnover, 員工和管理層流失率 1994 Discount Department Stores 折扣百貨公司 ? ―Niceness‖ as the primary criterion for choosing associates ? Well trained, recognition, mitment ? Stock purchase plan – 15% discount – 50% of all associates do so ? Incentivebonus plan amp。 Employee Focus 以 顧客和員工 為 中心 3 The Performance Trinity 績效三位一體 領(lǐng)導(dǎo)和管理 Leadership and management 價(jià)值和文化 Values and culture 愿景和戰(zhàn)略 Vision and Strategy “We expect that goodtogreat leaders would begin by setting a
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