Description
Discussion 1
Prior to beginning work on this discussion forum,
Review Chapters 4 and 5 in the course textbook Managing for Quality and Performance Excellence.
Review the weekly lecture for this week.
Study the infographic Motivational Theories Classifications.
One of the most effective ways to achieve improvement within an organization is through its most important resource—its people. Clifton Leaf (2017) recognizes their importance and the role of motivation in the following quote:
For those smart enough to recognize it—and mine it—the human capital embedded in a company’s workforce is simply the best asset it has: more mobile than factories or equipment, more rewarding in the long term than investment capital, easier to leverage than brand or market share. It is human minds, after all, that spark discoveries and breakthroughs; human impatience and ingenuity that give rise to brilliant hacks and workarounds; human touch, humor, instinct, and empathy that bond with customers and sell products. (para. 2)
In your discussion post, address the following questions:
What are the principles of workforce engagement and motivation?
How can positive workforce engagement lead to favorable outcomes and results?
What impact did the engagement have on the organization and its workforce?
What short- and long-term outcomes emerged?
How does your organization measure the impact?
Discussion 2
Prior to beginning work on this discussion forum,
Review the article Improving Home Improvement: Home Depot & Lowe’s Lead in Volume but Trail in Customer SatisfactionLinks to an external site..
Review the How We Play Ball! Download How We Play Ball!PowerPoint.
Review the weekly lecture for this week.
In your discussion post, reflect on the following:
Part One
What factors influence customer value, satisfaction, and loyalty?
What are some methods for measuring customer satisfaction and engagement?
What is the importance of commitments to building customer relationships?
Part Two
What current trends are impacting Home Depot, Lowe’s, Menards, and other retailers listed in the article? Are they impacting their industry and sales favorably?
What strategies and actions are currently being done by one of the retailers in the article to capitalize on the current trends?
How do they segment their customers?
What are they doing to influence customer value, satisfaction, and loyalty? Will these strategies and actions be effective and improve customer service, satisfaction, and loyalty in the short and long run?
How are they building customer relationships?
Who are their customer-contact employees? Why are they critical to building customer satisfaction, engagement, and loyalty?
