Customer Insight

CDWP Competency Framework for the Customer Insight Profession Delivering a Professional Service Delivers a professional service that contributes to organisational effectiveness by: Delivering a Customer Focused Service Develops and delivers customer-led services by: Analysing, Improving and Changing Analyses and uses evidence to inform improvement and deliver change by: Managing People and Performance Manages people and resources, and applies project and programme management techniques, to achieve high performance and value for money by: Building Capability LeadingBuilds capability to meet current and future business needs through continuous learning and by communicating in ways that support productive working relationships by: Developing Knowledge and Skills Develops knowledge and skills to meet current and future business needs. Leads by example to deliver business results by: Knowing the Business Understands the organisation and its customers and how customer insight can contribut e to improved services for customers. Responding to Customer Needs Seeks to understand customer requirements and deliver services that are responsive to diverse customer needs.Providing Excellent Customer Service Meets customer needs through excellent customer service. Analysing and using Evidence Uses information to understand performance and make decisions. Deploying People and Resources Effectively Uses resources flexibly and creatively in ways that promote diversity and support the principles of sustainable development. Delivering Results Manages performance to deliver business objectives and meet performance standards. Managing Finance Monitors and manages finances to ensure value for money.Demonstrating Integrity Demonstrates integrity at all times. Demonstrating Customer Insight Expertise Understands customer insight tools and techniques and uses them to generate insights which lead to an improved service and experience for DWP customers. Improving Performance Continuously Se eks and implements ways of improving performance. Working Collaboratively Works collaboratively in ways that value diversity and add to efficiency. Providing Direction Provides and communicates clear direction to achieve DWP strategic objectives.Building Customer Insight Capability Establishes effective stakeholder relationships and contributes to an increasing capability across the organisation for insight generation and application. Engaging with Change Implements change in support of DWP strategic objectives. Communicating with Impact Communicates in ways that promote understanding and maintain confidentiality. DWP Competency Framework for the Customer Insight Profession Delivering a Professional Service Knowing the BusinessUnderstands the organisation and its customers and contributes to its success by: †¢ Performing in a way that demonstrates understanding of their role within customer insight; †¢ Working in ways that supports the aims, visions and values of the organ isation in being an exemplar of customer service; †¢ Understand what’s most important to DWP customers and the role customer insight plays in developing the customers’ service experience; †¢ Working in ways that support learning from customer feedback; †¢ Working in ways that meet the requirements of the DWP Customer Charter.LEVEL Analysing, Improving and Changing Analysing and Using Evidence Delivering a Customer Focused Service Responding to Customer Needs Investigates, understands and responds to the needs of customers – internal and external – by: †¢ Using appropriate questioning techniques; †¢ Building and maintaining excellent relationships with customers; †¢ Responding to customer feedback; †¢ Treating all customers fairly and with regard to diverse needs.Uses information to assess progress and make decisions by: †¢ Identifying and interpreting relevant sources of information; †¢ Organising information i n a way that helps analysis; †¢ Extracting and presenting information appropriately. 1 Demonstrating Customer Insight Expertise Demonstrates expertise by: †¢ Maintains awareness of relevant customer insight tools and techniques; †¢ Giving colleagues and customers a positive impression of themselves and the organisation; †¢ Using information to inform customer insight decisions and making improvements within their area of ork; †¢ Providing soundly based advice to inform actions in response to customer issues, such as complaint handling/ redress. Providing Excellent Customer Service Delivers excellent customer service by: †¢ Using skills and resources to deliver the best possible service; †¢ Dealing with customer requests, queries and problems; †¢ Meeting customer service standards and requirements. Improving Performance ContinuouslyLooks for better ways of working to improve performance of self and team by: †¢ Reviewing own performance to identify areas for improvement; †¢ Considering a range of approaches when determining how to do things better. Building Customer Insight Capability Builds trust with stakeholders by: †¢ Maintaining a working knowledge of relevant customer insight activity being conducted; †¢ Maintaining a working knowledge of complaints handling/redress policy; †¢ Taking pride in their work, the service they offer and the benefits for the customer; †¢ Demonstrating a proven track record for customer service, delivery and capability.Engaging with Change Helps make changes work by: †¢ Seeking clarification if unsure about reasons for change; †¢ Supporting the implementation of change by making constructive suggestions; †¢ Helping others during times of change and respecting their rights to different views and ideas. DWP Competency Framework for the Customer Insight Profession Managing People and Performance Delivering ResultsKnows what is required in their day t o day work and takes responsibility for working to a consistently high standard by: †¢ Agreeing role requirements with those they report to and work with; †¢ Planning and managing day-to-day workload to meet agreed targets and deadlines; †¢ Consistently applying policies and procedures that are relevant to the role; †¢ Recognising and reporting risks to the successful completion of work; †¢ Making best use of the available technology and ensuring security of personal and other official information.LEVEL Leading Demonstrating Integrity Building Capability Developing Knowledge and Skills Develops the knowledge and skills needed to meet the requirements of the job and the objectives of the team by: †¢ Understanding their own strengths and development needs, taking into account feedback from others; †¢ Seeking new and better learning and development opportunities, including those available as part of their daily work activity; †¢ Applying and shar ing skills and knowledge learned; †¢ Giving constructive feedback to colleagues. Displays integrity and honesty by: †¢ Keeping promises and fulfilling commitments; †¢ Being able to admit when they have made a mistake; †¢ Building relationships which balance achieving the task with an appreciation of others’ needs. Deploying People and Resources Effectively Makes best use of own time and other resources by: †¢ Monitoring how their time is used and proposing more efficient ways of working; †¢ Reducing wastage and encouraging others to do the same; †¢ Considering the environmental impact of their actions.Working Collaboratively Adopts a business-like approach to working relationships that respects diversity and contributes to effective team working by: †¢ Listening and responding positively to people with differing views and opinions; †¢ Providing honest and constructive feedback and challenging negative behaviours; †¢ Working wi th others to achieve team objectives; †¢ Responding appropriately to diverse needs of others. Managing FinanceHelps to achieve value for money by: †¢ Applying relevant financial and procurement procedures; †¢ Considering value for money of all their actions; †¢ Raising relevant queries on financial reporting. Communicating with Impact Communicates clearly taking account of individual need by: †¢ Adapting communication style to the needs of the audience; †¢ Presenting own views clearly and building on the views of others; †¢ Safeguarding personal and other sensitive, official information.

Burberry Case Study Essay

1. The Burberry brand has be come a symbol of both luxury and durability. The brand has been repositioned to a niche market between cutting-edge fashion apparel, like Armani, and classic fashion apparel, like Polo Ralph Lauren. Burberry has also excelled in the accessories market, positioning itself between the Coach and Gucci brands. Burberry does not want to be cutting-edge fashion and at the same time, does not want to be viewed as just classic, as this market is already saturated with other brands. Burberry represents â€Å"accessible luxury†, meaning they were fashionable, but also functional. Burberry’s competitive position is sustainable over the long-term providing that the industry itself remains stable. Burberry’s competitors, like Ralph Lauren, have proven that they can maintain their position over the long-term in both low-end traditional and high-end fashion markets so I believe Burberry has the capability to do the same. Burberry maintains its posit ion of fashionable and functional. If they can do this, the barrier to entry for this niche should remain too high for competitors to enter. 2. Since her arrival at Burberry, Rose Marie Bravo set out to make Burberry â€Å"great from a global perspective†. She attempted to do this by implementing multiple key changes to the Burberry brand. These changes include repositioning the brand, updating the product line, establishing flagship stores, expanding the brand portfolio, and promoting the new brand image. Bravo was able to reposition the Burberry brand into the category of luxury brand. She did so by filling an empty gap in the market, between that of classic fashion and cutting-edge fashion. The goal of this change was to attract younger customers while retaining their core customer base. While repositioning a brand is always risky, finding a niche market and not directly competing with these other luxury brands helped Burberry to minimize some of the risk from the change. Burberry also limited risk by catering to both fashion and function. The next change that Bravo made was to update the product line. Bravo and her team drastically cut the number of products from 100,000 to 24,000, eliminating outdated designs and creating a consistent look across all of their products. They began to classify their products into two separate categories: continuity or fashion-oriented. The continuity products, such as the classic trench coat, were expected to have a life cycle that lasted  over a number of years. The fashion-oriented products were designed to react to the newest fashion trends and typically only had a seasonal life cycle. These changes significantly reduced the risk of the Burberry transformation. Burberry had three primary collections: womenswear, menswear, and accessories. The womenswear line expanded from its traditional focus on winter and autumn season to include apparel for the spring and summers seasons as well, appealing to a broader range of customers. The meanswear collection was very â€Å"cross-generational†, spanning from young urban professionals to older, classic men. The accessories collection was not as fashion oriented and also did not have to accommodate different size variations, so therefore it generated less risk than the apparel collections. The establishment of flagship stores has also helped to minimize risk by acting as a testing ground for new concepts and designs before they are distributed to a wider market. Also, Burberry has maintained a strong vision and consistent voice, which has helped establish it’s brand image and maintain its brand credibility. By expanding the brand portfolio from just the company’s core label, Burberry London, into the high end with it’s Prorsum label, Burberry was able to reinforce it’s new positioning in the luxury market. Expanding into this market does come with added risk, given the volatility of the high-end fashion market. The Prorsum label is able to mitigate some of this risk by providing Burberry with a â€Å"laboratory for ideas† that they are able to implement into other areas of their business. Burberry was also able to mitigate the risk of the transition by successfully promoting it’s new brand image. Burberry was able to portray itself as a heritage brand while at the same time associating itself with a trendier, more modern look.

Mathematical modelling Essay Example | Topics and Well Written Essays - 750 words

Mathematical modelling - Essay Example In mathematics, modelling offers a means of solving real world problems using mathematics (Berry & Houston, 1995). This is done using the representation of the association between at least two variables that are significant to a given problem. Consequently, mathematical modelling enables people to create or visualize patterns or representations of something to be constructed. This process involves formulating models using real world data obtained from observation, investigation, and evaluation. Mathematical models are then analysed to establish mathematical conclusions that are interpreted to predict or explain the real world data. The predictions are then tested to establish their applicability, validity, use, and limitations. Mathematical models are used to identify what is real world and conceptual world (Berry & Houston, 1995). In the real world, phenomena and behaviours of natural or artificial systems are observed and using the conceptual world, efforts are made to understand the real world through formulation of a mathematical model, solving resulting equations, and interpreting the results. With the resulting mathematical models, humans can then offer students the knowledge and skills of creating models and determining the extent to which they imitate the real world. In this report, mathematical models have been used to determine the maximum and minimum heights of two roller coasters. Height is a crucial attribute in the design of actual roller coasters and when determined, it is then related to roller coaster site and the conditions needed to have smooth rides. In this report, the application of mathematical models has involved listing all known variables as a way of identifying the unknown. This is followed by defining assumptions, and applying the physical principle to be applied to the model. Since to find the maximum height and minimum height the first derivative is zero,

Individual Assignment (80%) Essay Example | Topics and Well Written Essays - 3000 words

Individual Assignment (80%) - Essay Example Shell UK has been reviewing its supply chain and looking into ways in which it can improve its production through innovation and technology (Shell UK Plc., 2012). This paper identifies opportunities and inhibitors of creativity in the company and their impact on organisational performance of Shell. Additionally it identifies one innovation that would have made the most impact on Shell and individual contribution towards the company’s creative ability by applying the relevant theories. Shell UK has the key responsibility to meet energy demand and provide affordable and clean energy. The company is in the second spot in the UK market and the fifth largest globally. It is the leading tax payer in the economy and the number one company in market capitalisation. The company was established in 1897 and has opened offices in various parts of the country. Though the company’s business has reduced slightly in the recent past, it is still one of the leading companies in the UK. S hell UK boasts of having a workforce composed of 6400 skilled workers and a sufficient number of contractors (Shell UK Plc., 2012). The UK market is unique since it has like- minded climate policies and international ideologies of leadership shared by Shell UK. Lastly, the UK population is a rich source of brilliant recruits that specialise in the Projects and Technology and Upstream where they bring their invaluable knowledge in leadership and management capacities. Background of the Company Shell is an energy company that operates the oil and gas sectors in the United Kingdom. The company concentrates on fuel service systems that manufacture a variety of chemicals and fuels for industrial use and domestic use. Additionally, the company takes part in research projects which include technologies that are involved in engineering, lubricants, additives and the environment. The company’s main core objectives focus on helping the company meet the international demand for energy a t low prices, provide competitive shareholder gains and to be a future energy provider. The company’s activities can be broken down into three categories, Upstream, Downstream and Projects and Technology (Shell UK Plc., 2012). The company organization is in line with the definition of an organization since it is a social entity that has clearly laid out objectives, boundaries and a well developed structure (Butler, 1991). However, the organizational structure is characterized by bureaucracy and has limitations bound by the entity’s rules and regulations. The strategic and tactical levels in the organization can be viewed to the major agents of change. Shell UK Nature of Change In the modern world, the future of the organization has become increasingly unpredictable (Furnham, 2000). Additionally, the oil and gas industry which Shell operates in have been experiencing the imminent threat of scarcity of resources and increased competition (Crooks, 2010). This section give s a discussion of its external environment since it is believed to have a profound influence on the company’s activity (Brooks, 2004). The strong influence on the external environment can be traced by analyzing the socio- cultural and technological factors (Senior & Swailes, 2010). Some of the socio- cultural factors affecting the company are caused by the company’s exploration activities in harsh enironments. In the recent past, Shell UK suffered from a huge capital spending followed by a considerable reduction in

Memorandum Assignment Example | Topics and Well Written Essays - 750 words - 2

Memorandum - Assignment Example Unfortunately, after one year of operations in China, the company’s headquarter did not satisfy the Chinese performance according to the objectives that were set (Bartlett, Christopher, Sumatra, and Paul, 23).  Currently, the organization’s domestic demand was declining as well as its stock price. The new chief executive officer faces a big challenge of building a multinational enterprise due to lack of previous management experience.  The CEO should note that the major problem was due to her difference with Chen in the view and management styles of the market. Other major problems were cultural differences and limited international experience. The CEO should curb the above problems by taking cautious analytical procedures that will make the enterprise to perform efficiently and effectively. The CEO should make the following decisions to solve the problems above:   In the concept of globalization, any element of difference in culture should not be traced in any ca se. Embracing culture will create a platform of togetherness. This will be depicted by preparing meals of different cultures in the cafà ©.   CEO should seek international experience by attending various global workshops that focus on building leadership skills. This will trigger an element of understanding the international appropriately thus doing serious business in the cafà ©. Recommendations of a number of fundamental changes to Levendary Cafà ©Ã¢â‚¬â„¢s new that would significantly affect Levendary’s relationship with Louis Chen, their future growth and expansion prospects in China, and the interrelationship that exists between their Chinese subsidiary and their Denver corporate headquarters. In the beginning, former CEO Howard Leventhal granted great latitude to Chen for their expansion into the Chinese marketplace (Bartlett, Christopher, Sumantra, and Paul, 57).

Fuel prices remain high because of the United State's energy policy Research Paper

Fuel prices remain high because of the United State's energy policy - Research Paper Example In 1970s and 1980s renewable energy was called alternative energy because it was the best alternative for nuclear power and fossil fuel. There are different sources of energy. Firstly, I would like to discuss renewable energy that can be extracted from natural resources. Types of renewable energy are wind, solar, hydroelectric, biomass, geothermal and tidal energy. Then we also have fossil fuel sources extracted from coal or hydrocarbon, which are the remains of decomposition of animals and plants. There are three types of Fossil fuels: coal petroleum, natural gas and liquefied petroleum gas (LPG). Third one is Nuclear power based on fission and fusion. The US is second largest energy consumer in world.  The US is seventh country in the world in terms of consumption of energy per capita. We know that in 20th century, after coming out of isolation US played a major role in the world socially, politically and economically. Every event or crisis in US has its own historical background; nothing happens within some days or months. Same is the case of fuel price, which is one of the biggest issues in the US now days. US was an agrarian state in 18th century but industrial revolution brought changes in the energy requirements and its production ways. At that time major source was coal to produce energy till 20th century then it took drastic change during WWII era. Petroleum and natural gas attracted the attention of US energy production sectors in 1950s. †Following  World War II, oil heating boilers took over from coal burners along the Eastern Seaboard;  diesel locomotives  took over from coal-fired  steam engines  under dieselization; oil-fired electricity plants were built; petroleum-burning buses replaced electric  streetcars  in a GM driven conspiracy, for which they were found guilty, and citizens bought gasoline powered cars.  Highways helped make cars the major means of

INTERNATIONAL STUDIES IN BUSINESS Assignment Example | Topics and Well Written Essays - 250 words - 4

INTERNATIONAL STUDIES IN BUSINESS - Assignment Example It will argue the fact that constructivist criticism concerning realism is justified. However, this is largely dependent on the alternative procedural decision making process offered by the constructivists. To illustrate this, arguments as well as practical problems that call for constructivist criticism on realism will be analyzed. A common ground between constructivists and realists arises on the question of whether moral concepts possess values of truth. The two groups acknowledge the existence of truth-apt in moral concepts. The difference, however, surfaces about the role of moral concepts as well as what do renders them true. As realists would have it, moral concepts could have values of truth because they illustrate normative entities or facts that exist independently of those concepts themselves. Metaethical constructivists, on the other hand, oppose the fact that all that moral concepts are meant to elaborate the reality. Constructivism may be understood as a different view that the function of a normative concept uses to refer schematically to the solving a practical problem. Contrary to traditional analysis, constructivists’ account of a concept is aimed at working out solutions to problems.   The approaches to moral concepts differ between constructivists and realists in terms of nature. Constructivist have centered their criticism mainly revolving on the radical knowledge that defines the reality as a function of moral concepts. In addition to that, there exists other reproaches against realist views. One of the main questions asked is which phenomenon describes the decision making process better-realism on constructivism based on moral values. The second would be whether one view of the reproaches against another are acceptable. Last but not least, which would be explained further, would be which theory would be more credible and under what conditions. Realist views, on one hand, and constructivists’ views,