0 évaluation0% ont trouvé ce document utile (0 vote)
21 vues7 pages
The degree of satisfaction provided by the goods or services of a company as measured by number of repeat customers.
Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specifiedsatisfaction goals. In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.
Customer service is the ability of an organization to satisfy its customers. Customer satisfaction is the measure of how satisfied the customers are. This term refers strictly to those who purchase a
The degree of satisfaction provided by the goods or services of a company as measured by number of repeat customers.
Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specifiedsatisfaction goals. In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.
Customer service is the ability of an organization to satisfy its customers. Customer satisfaction is the measure of how satisfied the customers are. This term refers strictly to those who purchase a
The degree of satisfaction provided by the goods or services of a company as measured by number of repeat customers.
Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specifiedsatisfaction goals. In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.
Customer service is the ability of an organization to satisfy its customers. Customer satisfaction is the measure of how satisfied the customers are. This term refers strictly to those who purchase a
Semester : 2 Subject : Quantitative Techniques and Operations Research in Management Subject code : BBA-106 Teachers name : Ms. Jyoti Gupta Enrollment no. : 02280301713
Question : Discuss the significance and scope of Quantitative Techniques in modern Business Management. Also explain the concept of nonsense correlation and bring out some real examples of it with special reference to India. Quantitative techniques Quantitative techniques may be defined as those techniques which provide the decision makes a systematic and powerful means of analysis, based on quantitative data. It is a scientific method employed for problem solving and decision making by the management. With the help of quantitative techniques, the decision maker is able to explore policies for attaining the predetermined objectives. In short, quantitative techniques are inevitable in decision-making process. Statistical tools help in estimating the numerical values for economic activities and testing of various hypotheses for correct judgment and decision making. A business organization cannot take a decision unless it knows the exact estimate of consumer's demand, the value of the cost function, production, price, sales and distribution. Further, one has to verify the applicability of the related theories. For example, it is a well known macro-economic theory that inflation (consistent rise in the price level) and unemployment are negatively related in the short run and unrelated in the long run. Statistical model can be used to verify this theory. Furthermore, the theory of probability provides the logic for dealing with the situations of uncertainty. Mathematical tools like calculus algebra, logarithms, etc. can also be used in the derivation and exposition of economic analysis. econometric estimates are used in many empirically estimated functions by combining economic logic, statistical techniques and mathematical functions to determine nature and degree of relationships between a dependent variable (say, demand) and one or more independent variables (like price, income, advertisement etc.) Input-output technique is a popular quantitative technique. It is useful in the context of macro level planning and projection. At the micro level of a corporate unit, it can be applied in demand forecasting. This technique states technological relationship existing between sectors. The output from one sector acts as input for another sector, resulting in intersectional interdependence. This relationship is explicitly stated in the form of technology matrix', 'transaction matrix', 'Leontief matrix',
Importance of quantitative techniques in modern business : 1. Basis for scientific analysis- With the increase in complexities of modern business it is not possible to rely on the unscientific decisions based on the intuitions. This provides the scientific methods for tackling various problems for modern business. 2. Tools for scientific analysis- Quantitative techniques provide the managers with a variety of tools from mathematics, statistics, economics and operational research. These tools help the manager to provide a more precise description and solution of the problem. The solutions obtained by using quantitative techniques are often free from the bias of the manager or the owner of the business. 3. Solution for various business problems. Quantitative techniques provide solutions to almost every area of a business. These can be used in production, marketing, inventory, finance and other areas to find answers to various question like (a) how the resources should be used in production so that profits are maximized. (b) How should the production be matched to demand so as to minimize the cost of inventory. 4. Optimum allocation of resources- An allocation of resources is said to be optional if either a given level of output is being produced at minimum cost or maximum output is being produced at a given cost. A quantitative technique enables a manager to optimally allocate the resources of a business or industry. 5. Selection of an optimal strategy- Using quantitative techniques it is possible to determine the optimal strategy of a business or firm that is facing competition from its rivals. The techniques for determining the optimal strategy is dependent upon game theory. 6. Optimal deployment of resources- Using quantitative technique It is possible to find out the earliest and latest time for successful completion of project and this is called program evaluation and review technique. 7. Facilitate the process of decision making- quantitative techniques provide a method of decision making in the face of uncertainty. These techniques are based upon decision theory.
SCOPE OF QT
Production management- quantitative techniques are useful to the production management in (a) selecting the location site for a plant, scheduling and controlling its development and designing of plant layout. (b)Locating within the plant and controlling the movements of required production material and finished goods inventories and (c)scheduling and sequencing production by adequate preventive maintenance with optimum product mix.
Personnel management- quantitative techniques are useful to personnel management to find out (a) optimum manpower planning, (b) the number of employees to be maintained on the permanent or full time roll, (c) the number of persons to be kept in a work pool intended for meeting the absenteeism, (d) in studying personnel recruiting procedures, accidents rates, labor turnover. Marketing management- Quantitative techniques equally help n marketing management to determine (a) warehouse distribution point and where warehousing should be located, their size quantity to be stocked and the choice of customers, (b)The optimum allocation of sales budget to direct selling and promotional expenses,(c) The choice of different media of advertising and bidding strategies and (d) The customer preferences relating to size, color, packaging et for various products as well as to outbid and outwit customers. Financial management - Quantitative techniques are also very useful to the financial management in (a) finding long range capital requirements as well as how to generate these requirements, (b) Determining optimum replacement policies (c)working out a profit plan for the firm (d) developing capital investment plan, (e)estimating credit and investment risk. CORRELATION : Correlation is a statistical measure that indicates the extent to which two or more variables fluctuate together. A positive correlation indicates the extent to which those variables increase or decrease in parallel; a negative correlation indicates the extent to which one variable increases as the other decreases. When the fluctuation of one variable reliably predicts a similar fluctuation in another variable, theres often a tendency to think that means that the change in one causes the change in the other. However, correlation does not imply causation. There may be, for example, an unknown factor that influences both variables similarly. Nonsense correlation : A correlation between two variables that is not due to any causal relationship, but to the fact that each variable is correlated with a third variable, or to random sampling fluctuations. Also known as illusory correlation.
Examples: 1. Success of a movie and number of votes. 2. Rise in price and enjoying at Water Park. 3. Poverty and transportation.
PLAGIARISM REPORT (Quantitative Techniques and Operations Research in Management)