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Screenshot 5
Google Docs
Danial

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Screenshot
Google Docs
Zhou Meng

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Screenshot 3
Google Docs
Dorothy

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Screenshot 2
Google Docs
Xinyi

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Screenshot 1
Google Docs
Irfan

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[Screenshot 5]

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[Screenshot 4]

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[Screenshot 3]

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[Screenshot 1]

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[Screenshot 2]

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Tool used:
Google Document

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Edu tech tool used: Google Docs
Members' Names:
Wei Zhong,
Wendy Lim,
Jonathon Yeo
Teo Shu Zhen
Kelly Heng

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Screenshot 5
Google docs

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Screenshot 4
Google docs

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Screenshot 3
Google docs

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Screenshot 2
Google docs

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Screenshot 1
Google Docs

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Screenshot 5.
Google Docs

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Screenshot 4.
Google Docs

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Screenshot 3.
Google Docs

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Screenshot 2
Google Docs

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Screenshot 1
Google Docs

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Screenshot 5

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Screenshot 4

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screenshot 3

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Screenshot 2

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Screenshot 1: as taken from Zi Hui''s point of view.

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Group Case Study

1) The objective of the “I’m on it” program is to increase employee initiative and create a company-wide "recognition culture" that motivates employees and managers to award others who go beyond expectations in performing their jobs.

“I’m on it” is a employee recognition program which publicly rewards models of personal initiative. One way they have done this is by publishing stories of their employees to give special recognition, for example the story of Jesse Frank who expedited a shipment of gift cards for Cold Stone Creamery. They have also given employees the ability to give other employees “I’m on it” awards to recognise them for making an impact through the quality of his or her work, satisfying a customer, or being a good corporate citizen. The recipient receives a small plaque, and notification is sent to the manager and tracked company-wide. There are different level of awards, which are monitored in a central database to allow company leadership to track the usefulness of the program. DHL has also made use of annual employee survey to monitor the program. To aid leaders in this program, they have sent managers to be trained in the art of recognition, so that they can better understand what motivates the individual and recognize the individual in a way that's important to them.

2) It Improves retention and creates an energetic workplace with the implemented program. This is because workers are more engaged and are happier with the work that they're doing as it becomes their personal responsibility as mentioned in the article.

It creates empowered  and motivated workers through special recognition. From the article, Agent Sarah Tunison went beyond just inspecting and letting it through but actually finding out suspicious enormous amount of money hidden in a magazine which she deemed unusual. After reporting it, it seems she has done the right thing for the person was scammed into giving that money to be shipped. In essence of this, we can see that through this program, workers are more proactive and would go the extra mile. Recognising employees work goes a long way as it makes employees feel valued, that they are contributing in something big even do they are stuck with small jobs.

It creates awareness to the managers about not just the importance of recognition, but how to do it effectively. From the article, we see that managers had to go on talks on how they can recognise their employees sincerely and accordingly to their needs. After all, recognising employees is not just a "one-size fits all" but it also goes in accordance to the employees needs. This step is important and will go a long way to enable employees to be empowered and thus benefits the whole company in the "i'm on it" movement.

3) Firstly, the employees are rewarded by DHL honors by publicizing their stories to maximize their motivation through an extensive system of rewards designed. Besides, the company will award the employees a small plaque if the employee based on the good performance in the job, and the notification is sent to the manager and tracked company-wide. The employees also will be awarded with bronze-, silver-, and gold-level awards with its own level of merchandise. In addition, the employees are also able to choose the travel rewards from a website.

4) Commendations is defined as a formal praises and it also can be referred as an award given for excellent performance. This statement is saying that compliments  such as praises and award given to outstanding employees are essential in workplace. They are form of recognition and acknowledgement for employees for their outstanding actions, be it small or big actions. Employees will feel motivated and valued in the organization.

5) Firstly, the success of the program is measured by monitoring the central database. The company track the database by monitoring how often awards are given and the distribution of the recognition among the various departments. This measure has tracked an over 200-percent increase in recognition events from 2006 to 2007.

Secondly, the success of the program is measured by annual employee survey. Through the survey, the company will be able to see the feedback of how employees felt about the programme. The outcome of the survey shown many positive responses about the programme, this reflects that employee like the programme.

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Tool used: Google Docs

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3. Satisfaction Trends-Word of Mouth TRAVEL AGENCY GROUP

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3. Satisfaction Trends-Word of Mouth TRAVEL AGENCY GROUP

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3. Satisfaction Trends-Word of Mouth TRAVEL AGENCY GROUP

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2. Case Study DHLPersonal Delivery F&B GROUP

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2. Case Study DHLPersonal Delivery F&B GROUP

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2. Case Study DHLPersonal Delivery F&B GROUP

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1. Study measures value of guest experience                 HOTEL GROUP

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1. Study measures value of guest experience                 HOTEL GROUP

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1. Study measures value of guest experience HOTEL GROUP

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1. Read through your assigned group case study.
2. Start an online group discussions to aswer the questions regarding your assigned case study.
3. Post at least 5 screen captures of your online group discussions ensuring that each team member has participated.
4. Your group leader will post the type of edu tech tool used in the online group discussion along with the names of all the members and the class code.

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Week 13 Tutorial 9 Service Quality Gaps & Case Studies  HBL WEEK

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Week 13 Tutorial 9 Service Quality Gaps & Case Studies  HBL WEEK

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For this tutorial, you will be able to apply what you have learned so far on service quality through your groups online discussions using the edu tech tool of your choice.

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TUTORIAL 9 .STUDENT NOTES Case Studies HBLWEEK13TUTORIAL