Wood County Hospital consumes 1000 boxes of bandages per week. The price of bandages is $35 per box, and the hospital operates 52 weeks per year. The cost of processing an order is $15, and the cost of holding one box for a year is 15% of the value of the material.

1. The hospital orders bandages in lot sizes of 900 boxes, what extra cost does the hospital incur, which it could save by using EOQ method?
2. Demand is normally distributed, with a standard deviation of weekly demand of 100 boxes. The lead time is 2 weeks. What safety stock is necessary if the hospital uses a continuous review system and a 97% cycle-service is desired? What should be the reorder point?    When the cycle-service level is 97%, z = 1.88.

Decide on the staffing policy you will use for top-level managers for a small UK company and give your rationale for this policy using the UK Labour Act include the following elements: Working hours, Compensation package, Termination, Holiday and Sick Leave

American Express's Relationship Care strategy has at a general level given the company's customer service agents more control and purpose in their jobs. However, that overarching strategy is supported by a number of specific rewards and policies. From an extrinsic perspective, the company has instituted a pay for performances system that ties incentives to customer satisfaction surveys. In particular, the company tracks the degree to which customers would recommend the company to their friends. Agents get their survey results 5-7 days after a given call and can check how their results compare to those of their peers. Rewards are doled out every two weeks, giving agents the ability to connect their behavior to the bonuses they receive. Although agents start out at a salary of $30,000 these rewards can add up to 35 percent of their base. Such aggressive incentives have increased compensation costs for American Express, but those increases have been offset by lower turnover levels. The incentives are paying off according to other metrics as well. Survey studies show that 82 percent of American Express customers are aware of their card services, above the 70 percent industry average. Most importantly, the strategies have been credited with an 8-10 percent boost in member spending.

Some compensation experts worry that these sorts of pay for performance programs can have a downside. Traditionally, having a lot of data on employees was synonymous with objectifying them, notes one experts. Fortunately, American Express has supplemented its extrinsic rewards with some intrinsic ones. Symbolically, the company changed agents titles from customer care representative to customer care professional. The company also provided agents with business cards for the first time, echoing that professional labeling. Agents were also given more flexible scheduling, which is unusual in call center jobs. These sorts of steps are meant to signal that customer service agents are not part of some back office cost center, but rather a unit that is critical to firm success.

Of course, such rewards cannot be effective if agents lack the competence and confidence to attain them. To supply high levels of both, American Express shifted its recruiting efforts to focus on individuals with hospitality backgrounds, not merely call center experience. The company also shifted its training resources from technical skills to interpersonal skills. In addition, if agents struggle, the company steps in to help. Such agents are given access to additional training, as well as coaching from supervisors and experts in their area. They're then given incremental goals to try to improve bit by bit over time. Thomas Parker, vice president of human resources, notes that such steps can save may struggling agents. our success rate is well over 50 to 60 percent, Parker said. The end result of these strategies is care agents who have the ability and the motivation to handle the unexpected when it arises. Wendy Fondrin, in the Phoenix service center, is one such agent. She spoke with a card holder who had lost her card at the same time her mother passed away. The lady was in hysteria, Fondrin notes. She needed to make funeral arrangements immediately. Fondrin arraged to have a card delivered that same day, with American Express picking up the $500 charge. The loyalty and that refer friend is worth that money, Fondrin summarizes.

Questions:

1. Consider these strategies in the context of the theories reviewed in chapter 9 and 10 (needs theory, expectancy theory, goal setting theory, equity theory, agency theory). Which theories seem to be most present in these strategies? Which seem to be least present, and what could the company do to rectify such omissions?

How would you handle a major financial surge or slump that might affect your facility?

Using the provided case study (“Why Illegal Immigration Is an Intergovernmental Mess and Will Remain So” in Chapter 4 of the textbook), craft a paper analyzing the issues at play through the lens of public-administration theory and ethics. Specifically consider: What are the issues and perspectives related to immigration in the United States? How is immigration policy developed and what factors impact its development? What concepts in public administration would guide the actions of a public agent charged with enforcing the law? Specifically, you must address the critical elements listed below.

I. Overview: In this section, outline the issues related to immigration in the United States by briefly explaining the context and perspectives related to legal and illegal immigration in the United States.

II. Policy Development and Enforcement: In this section, analyze how immigration policy is developed and the variables that impact its enforcement. A. Discuss the political, social, economic, and cultural variables that impact public policy in immigration reform. B. Analyze ethical expectations of public administrators (such as border-patrol agents) charged with enforcing laws or policies that have been developed, especially in light of intense public opinion or scrutiny.

III. Situational Response: In this section, imagine you are a border-patrol agent. How would your role impact your ability to defend and advocate for your personal opinion on immigration? A. Defend your position on whether public-agency employees give up certain First Amendment rights by virtue of serving in their positions. B. Explain how Miles Law applies in this situation. C. Explain how organizational-culture theory could influence your actions as a border-patrol agent. D. Describe the ways that you could advocate to change the law without breaking it as a border-patrol agent.

1. During an interview, what could you do to increase your confidence?
2. What are you personal strengths and weaknesses? How would you address these in an interview?
3. What are three things you can do during an interview to make a positive impression?

1. What is measurement? Describe what it is and how we use it to acquire quantitative data on both tangible and intangible attributes.

Investment Example

An investor has $70,000 to divide among several instruments. Municipal bonds have an 8.5% return, C D’s a 5% return, t-bills a 6.5% return, and growth stock 13%. The following guidelines have been established:

-No more than 20% in municipal bonds

-Investment in C D s should not exceed the other three alternatives

-At least 30% invested in treasury bills and C D s

-More should be invested in C D s and treasury bills than in municipal bonds and growth stocks by a ratio of 1.2 to 1

-All $70,000 should be invested.

Write down your mathematical formulation.

Decision variables (10 points)

Objective function (5 points)

Constraints (Please label each constraint) (5 points)

MaxTotal Revenue= Max $45 B + $120 P                                   

SE:20 B + 5 P    <= 1400 minutes               

QC:15 B + 30 P <= 4000 minutes               

B <= 60 units                    

P    <= 100 units

Questions:

1. Bottleneck Resource is: SE True/False

2. Preferred product is: P         True/False

3. Optimal values: B=45 units, P=100 units, and Total Rev =$14,025            True/False

4. The “allowable Increase” for the coefficient of the B in the objective function is $435.           True/False

5. SE Constraint SP is $24 per min. True/False

Should companies that operate outside of the U.S. treat employees in other countries with the same standards as its U.S. employees? Justify your response. Support your response with an APA-cited reference(s).

In today’s consumer environment, we have more choices at our disposal than ever before.
Between brick and mortar and online stores, the options (both in terms of what to buy and also
where) are endless. So: is limitless choice a good thing?

What is the relationship among marketing ethics, strategic planning, and organizational performance? How is this related to having a stakeholder orientation?

Explain what steps ensure accuracy of the overall payment policy in medical billing and how this relates to the overall revenue cycle management of the office

Second Life is a 3-D virtual world entirely built and owned by its residents. Since opening to the public in 2003, it has grown explosively and today is inhabited by millions of people from around the globe. This new virtual world could become the first point of contact between companies and customers and could transform the whole customer experience. Since it began hosting the likes of Adidas, Dell, Reuters and Toyota, Second Life has become technology's equivalent of India or China - everyone needs an office and a strategy involving it to keep their shareholders happy. But beyond opening a shiny new building in the virtual world, what can such companies do with their virtual real estate?

Like many other big brands, PA Consulting has its own offices in Second Life and has learned that simply having an office to answer customer queries is not enough. Real people, albeit behind avatars, must be staffing the offices - in the same way having a Web site is not enough if there is not a call centre to back it up when a would-be customer wants to speak to a human being. In future, the consultants believe call centers could one day ask customers to follow up a phone call with them by moving the query into a virtual world.
Unlike many corporate areas in the virtual world, the NBA Headquarters incorporates capabilities designed to keep fans coming back, including real-time 3-D diagrams of games as they are being played.

PROJECT FOCUS:

You want to create a presence on Second Life for the cafe. Create a CRM strategy for doing business in the virtual world. Here are a few questions to get you started:

• How can your virtual world help business in the real world?
• How will customer relationships be different in a virtual world?
• What is your strategy for managing customer relationships in this new virtual environment?
• How will supporting Second Life customers differ from supporting traditional customers?
• How will supporting Second Life customers differ from supporting Web site customers?
• What customer security issues might you encounter in Second Life?
• What customer ethical issues might you encounter in Second Life?

Describe the relationship between forecast accuracy and safety stock for uncertain demand.