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Business, Enterprise & Management

Permanent URI for this collectionhttps://eresearch.qmu.ac.uk/handle/20.500.12289/5

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End date: 1999

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Now showing 1 - 4 of 4
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    Destination and marketing system strategies in Scotland and Ireland: an approach to assessment
    (Cognizant Communication Corporation, 1999) Frew, Andrew J.; O'Connor, P.
    This article examines, compares, and contrasts the experience of Scotland and Ireland in their attempts to implement a DMS. Scotland's vision is shown evolving through three distinct waves over more than a decade with rather mixed results, whereas Ireland has, with some apparent success, produced both an initial and a reengineered version of their DMS approach, Gulliver, within a 5-year period. Comparisons are made between the two approaches in terms of technical structure/architecture, funding, and ownership/management and interorganizational issues. The philosophy adopted by the two regions is also explored, and reference is made to the wider European context and selected other DMS projects. Key issues deriving from work of researchers and commentators is examined alongside those emerging from current system implementation. The article concludes by presenting some core system attributes and problems related to implementation and considers some perceived success factors by means of a preliminary assessment framework.
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    Setting Service Standards for Local Government Reception Services
    (MCB UP Ltd, 1994) Donnelly, Mike; McMullan, Ciaran
    Analyses the number, distribution and nature of enquiries made at Stirling District Council's central reception and the times taken by staff to deal with them satisfactorily in order to measure meaningful service standards. A survey of customers was conducted to try to establish a profile of the users of the reception service. With the aid of queuing theory, tries to obtain a better understanding of the way in which reception service quality target levels can be defined, measured, monitored and improved.
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    Staff motivation in small food manufacturing enterprises
    (MCB UP Ltd, 1999) Bent, Richard; Seaman, Claire; Ingram, Arthur
    Examines the factors which affect staff motivation and satisfaction in small food businesses. Explores previous theories of motivation. Thirty-eight small food processing and manufacturing companies in Scotland formed the sample. Interviews and open-ended semistructured questionnaires were employed in the research. Results emphasise the importance of the management style of the owner/manager particularly when it comes to factors such as ``lack of appreciation'', ``poor communication'' and ``training''.
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    Complaints handling and staff training by UK food retailers
    (MCB UP Ltd, 1997) Leighton, Caroline; Bent, Richard
    Complaints handling is now a marketing tool for retailers. Intense competition within the food retail sector makes it an area for retailers to gain competitive advantage. However, the commitment to complaints handling through employee training is a largely unexplored area. Describes how an in-depth questionnaire was used to survey UK multiple food retailers regarding the existence of complaints procedures; aspects of training such as prevalence, frequency, hours and methods; and the authority to resolve complaints in relation to employee status. Customer and staff communication, as part of the complaints handling process, was also investigated. Seven retailers took part in the survey and included a cross-section of retailers (including one of the major multiples), based on number of branches. Reports the results, which showed that all the food retailers had some form of training. However, this varied with employee status. Generally, training was not given frequently in a formal manner, but on an ad hoc basis. Authority to resolve complaints appears to lie still with senior staff, although customer and staff communication facilities appear to exist. Argues that complaints handling can be effective only with appropriate staff training at all levels.