Risk Management at Hsbc - 2578 Words

Strategic Risk Management HSBC Market Risk Evaluation Table of contents 1. Introduction †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦3 HSBC and Research Qestion†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦3 2. Methodology. 3 3. Analysis 4 3.1Managing Risk at HSBC and SWOT Analysis 4 3.2Credit Risk 6 3.3 Market Risk 7 3.3 Operational risk 9 4. Discussion 11 Scenarios 11 5. Conclusions 12 5. Perspectives 12 6. References 13 7. Annex index 24 1. Introduction Starting with the early 90’s the focus on risk management has been increasing leading to a change in the business models adopted by different companies. The recent crisis has revealed that managing risk is not an option but a necessity, and it can be stated that lately the banking†¦show more content†¦In accordance with FSA (Financial regulator in UK), the group is publishing each year the Pillar 3 Disclosures; banks are required to disclose all their material risk in order to encourage market discipline by developing a set of disclosures which allow market participants to asses certain specified information on the scope of application of Basel II (capital risk exposures, and risk assessment processes). SWOT Analysis Strengths †¢ The global presence (Europe, Asia and South America) helps the bank to spread risk. †¢ Good capitalization which enabled the bank to perform relatively well during the crisis. †¢ The good capitalization allows more autonomy, which means that the bank will not need to borrow money in the near future. †¢ Strong presence in emerging markets, which favors the bank to take advantage of future growth in those economies. †¢ Sustainability (reducing operating costs with the launch of a series of projects to reduce energy, carbon emissions, water and waste between 2008 and 2011). Weaknesses †¢ Strong branding of global presence might be seen negative by some of the customers. †¢ Weaknesses through the framework of internal control.[2] †¢ By introducing founds for small and medium sized enterprises (SME), the bank is exposed to the risk due to the current economic situation.Show MoreRelatedRisk Management and Prevention: Case Analysis of HSBC Bank1404 Words   |  6 PagesIntroduction- HSBC Bank is the second largest banking and financial services group globally. It originated in Hong Kong and Shanghai in 1865, and now boasts over 7,500 offices in 87 countries and territories. In the United States it has almost 500 branches, over 200,000 shareholders and millions of customers. With such a large and global enterprise, HSBC has a complicated service profile for both clients and employees it must balance the services and products offered with what is reasonable for thatRead MoreHsbc Case Study1316 Words   |  6 Pages1) What problem did HSBC fac e in this case? What management, technology, and organization factors were responsible for the problem? Did HSBC management correctly identify the problem? HSBC Holding, with headquarters in London, is one of the worlds biggest and most successful banks. Like many others, the bank ran into problems during the global financial crisis of the late 2000s due in large part to its heavy exposure to the U.S. subprime mortgage market. HSBC not only originated mortgages, butRead MoreIncrease in the Significant Role in Compliance in Financial Service Firms727 Words   |  3 Pageswell as risk management and corporate governance in the financial intermediary. Additionally, policy makers also have focused on issues associated with stakeholders of the financial service firms and public interest such as consumer protection, insider trading, LIBOR manipulation and money laundering. 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Due to the  prevailing volatility of financial markets, finding mechanisms to hedge companies against exchange rate risks when tryingRead MoreFinancial Services : Hsbc Bank1663 Words   |  7 PagesHSBC Model 2009 October 9, a conference hosted by UK Financial Services Authority referred to the liquidity management in HSBC Bank, seen from the statistics of annual report of HSBC, this bank did not suffer a great impact of 2008 financial crisis. Analysts focus on the efficiency of HCBS model, make some general experiences that banks can learn from the HSBC bank (Choudhry, Landuyt 2010). In fact, the HSBC model did not was a very specific model to rescue the bank in liquidity management risksRead MoreTechnology Hsbc Case Study977 Words   |  4 PagesTechnology-HSBC Case Study March 10, 2012 Professor Shaw Argosy University How has the company chosen to improve its knowledge of customers and therefore its decision making? 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Very soon the bank had opened up branches around the worldRead MorePrivate Banking And Wealth Management1088 Words   |  5 Pages†¢ Private Banking HSBC achieved a huge success in this field through comprehensive wealth planning solutions. Euromoney Private Banking and Wealth Management survey awarded the bank internationally as the best Private Banking Company over the globe. Client’s personal affairs have assessed and managed by wealth planners who are the specialists. †¢ Capital During the financial crisis of 2007-2010 HSBC demonstrated strong capital structure which assist in surviving the bankruptcy. It was benefited fromRead MoreChallenges in Implementing Csr1580 Words   |  7 Pageshuman resource management, safety and health, environmental impact and corporate change. External dimension focus on an organization practices towards external stakeholders which should be in business practices. It includes business partners, local communities and human rights. (Elijah Ezendu) The challenge of getting along with employee When HSBC implementing human resource management and safety and health, they find there are some problems to manage them. From ethic and moral, HSBC should controlRead MoreWhat Are the Pros and Cons of Hsbc’s â€Å"Managing for Growth† Strategy?762 Words   |  4 Pagesof HSBC’s â€Å"Managing for Growth† strategy? The HSBC managing for growth strategy is a plan that provides HSBC with a blueprint for growth and development. The key point of the strategy was to build on HSBC’s strengths and address it’s weaknesses. HSBC plans to deliver its strategy for growth by focusing on enhancing HSBC’s revenue generation culture, further developing its brand managing costs strategically , maintaining a prudent credit/market risk stance and investing further in people. The core

The Conversion Of Religion And Culture - 889 Words

The Jesuits finally reached their goal of religious autonomy in the 1670s. After the Indians had witnessed France’s military capabilities, Jean Pierron used the prospect of diminishing French trust to instigate the Iroquois-Mohawks to adopt Christianity. Pierron began by citing the fact that Christian beliefs were vastly different from animism. He went on to threaten them by stating that, â€Å"we (the French) shall never believe that you wish to live on good terms with us until you serve the same Master (Christian God) as we serve† (Page 145). The Iroquois’ approval was noticeable by their cries of joy when he asked them to renounce their version of God, Agreskoue and their shamans’ sorcery- two major features of the Iroquois religion and culture. The adoption of Christianity is further confirmed when Claude Cauchetiere talks about how some of the Indians would break and drain out alcohol bottles and face anger from the rest of the community, â€Å"endur e(ing) martyrdom to prevent offenses to God† (Page 153). Clearly, these Indians of the 1670s who adopted Christianity with cries of joy are vastly different from those who rebuked Le Jeune for joking about the importance of beaver souls in the 1630s. This transition in their religion’s belief system is one of the principle changes the Indians went through while they were under the French rule. The other important part of the Indians’ religion was their fables explaining the origins of the world. With time, these fables graduallyShow MoreRelatedReligious Conversion And Its Impact On Religion Essay1383 Words   |  6 PagesReligious conversion is the use of an identification with a particular religious denomination, to the exclusion of other faiths. Therefore, the religious conversion to describe the use of a religious sect, and with another affiliate of abandon. A lot of people into a different religious reasons, including: to convert through freely chosen activities due to changes in beliefs, secondary conversion deathbed conversion, the conversion for convenience and marriage and forced conversion such as convertRead MoreThe Characteristics Of Identity : Identity, Identity And Cultures944 Words   |  4 Pagesorientation, experiences, culture, personality, religion, and even the perceptions of others are just a few characteristics that help to shape and reshape h ow individuals and groups view themselves and their place within the world. As mentioned above, religion, or its absence, is a crucial aspect of identity. For hundreds of years the indigenous people across Southeast Asia practiced forms of religion or beliefs that existed well outside the auras of the world’s major religions. Although these ritualsRead MoreReasons for Vladimir Is Conversion to Christianity and How It Changed the Culture of Eastern Slavs1730 Words   |  7 Pages What Motivated Vladimir I to convert to Christianity and how did the new religion change the culture of Eastern Slavs? Paganism was a mental mindset of the Eastern Slavs living in a world where a majority of the European countries surrounding them had already converted to a monastic religion. Vladimir I, a great prince of Kiev, reigned from 980 till 1015 and succeeded in the mass conversion of the Eastern Slavs.1 Throughout his reign Vladimir’s agenda had always been to strengthen his empire,Read MoreCaptivity And Conversion Narratives By Hilary E. Wyss907 Words   |  4 PagesIn Captivity and Conversion, Hilary E. Wyss challenges the traditional Indian-American models of captivity and conversion narratives, by which historical accounts represent Native Americans. She raises the question â€Å"What makes a story Native American?† Wyss argues that these narrative models are not an accurate universal representation of Native Americans. Essentially, Euro-Americans filtered Native American history, according to their bred expectations, to share Native American history through theRead MoreT he Beginning Of The 19th Century1520 Words   |  7 Pagescentury in America became a time of growth of independence and religious freedoms. People began searching for developing other ways of worship, including revivals, outdoor sermons, and more inclusive baptisms. This enabled more people to experience religion, allowing people to decide for themselves which way of worship was right for them. Along with growing religious independence, the nation itself began to establish itself as a unified entity. 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India is a country in Asia, and is a little bigger than Texas, but has over 2 billion people. A 2001 survey showed there to a little over â€Å"24 million Christians† in India (Christianity). This topic was appealing to me because I had lived in a boarding school in India from fourth grade to sixth grade. I had seen the effects of this religion on the people and how theyRead MoreThe Population Of India And India1486 Words   |  6 Pagesmillion it is today (Knapp). It has since been over two thousand years since Christianity was first introduced to India by Thomas, the apostle; it can be argued that Christianity has had a difficult time flourishing as it is a very distant third as the religion of choice in India. This paper will discuss some of the obstacles that have challenged the growth of Christianity in India. 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What factors contribute significantly to the stability of marriages in your culture? Use terminology from the text and ideas from your own life to support your answers. I have mixed feelings about this topic. There is definitely pressure in our society to get married. Mostly that pressure comes from moms wanting grandchildren

Types of Bill of Lading Free Essays

string(114) " by one tractor LTL- Less than a truckload FTL  Ã¢â‚¬â€œ Full truckload CWT  Ã¢â‚¬â€œ Per hundred pounds PUP- 20ft\." Types of Bill Of  Lading There are two types of Bill of Lading (B/L) on the basis of Receipt of cargo:- 1. Shipped on Board B/L: Cargo is on board the vessel, It confirms the buyer that cargo is actually shipped. 2. We will write a custom essay sample on Types of Bill of  Lading or any similar topic only for you Order Now Received for Shipment B/L:   Shipping Company confirms having received the goods for shipment by the vessel mentioned therein. When the goods later loaded on the vessel, a supplementary clause may be inserted in B/L, if it’s not already negotiated: â€Å"Actual shipped on Board† – On (Date) and is signed by Shipping agent or Shipping Company Type of Bill of Lading on the Basis of Trade Parties Involved 1. House Bill of Lading: Issued by Freight Forwarder or Agent having MTO License from DGFT, Ministry of Shipping. 2. Master Bill of Lading: Issued by Shipping or Agent having MTO (Ministry of Transportation) License from DGFT (Director General of Foreign Trade), Ministry of Shipping. Types of Bill of Lading on the basis of Voyage 1. Direct B/L: It covers transportation on one and same vessel from POL to POD i. e. , shipment on vessels offering direct calls from port to port. 2. Through B/L: It covers transportation with transshipment, Inland transportation involved at origin port or destination or at both the sides. Throughput B/L usually show â€Å"transshipment at carriers’ expense but at consignee’s risk† Types of bills of lading on the basis of beneficiaries: – 1. Bill of Lading â€Å"To Order†: B/L is drawn on order of the shipper, the consignee or bank can be endorsed in favor of another person who may be the final receiver or an intermediate beneficiary. Commonly used in commercial transaction 2. Bill of Lading â€Å"To Bearer†: Bearer of bill of lading can obtain delivery of goods. There is no endorsement of bank or Consignee is required on the same. Types of Bill of Lading on the basis of reservation by the carrier 1. Clean Bill of Lading: If there is no clause or comment by the carrier in the bill of lading than it shall be considered as clear B/L. 2. Clause Bill of Lading: If any clause or comment mentioned than it would be clause bill of Lading. For e. g. , â€Å"Dented Drums† Other Types of Bill of Lading * Inland bill of lading * Ocean bill of lading * Air waybill An inland bill of lading is a document that establishes an agreement between a shipper and a transportation company for the transportation of goods. It is used to lay out the terms for transporting items overland to the exporter’s international transportation company. An ocean bill of lading is a document that provides terms between an exporter and international carrier for the shipment of goods to a foreign location overseas. An air waybill is a bill of lading that establishes terms of flights for the transportation of goods both domestically and internationally. This document also serves as a receipt for the shipper, proving the carrier’s acceptance of the shipper’s goods and agreement to carry those goods to a specific airport. Essentially, an air waybill is a type of through bill of lading. This is because air waybills may cover both international and domestic transportation of goods. By contrast, ocean shipments require both inland and ocean bills of lading. Inland bills of lading are necessary for the domestic transportation of goods and ocean bills of lading are necessary for the international  carriage  of goods. Therefore, through bills of lading may not be used for ocean shipments. Inland and ocean bills of lading may be negotiable or non-negotiable. If the bill of lading is non-negotiable, the transportation carrier is required to provide delivery only to the consignee named in the document. If the bill of lading is negotiable, the person with ownership of the bill of lading has the right of ownership of the goods and the right to re-route the shipment. Air cargo Air cargo shipment is most common and practical way of receiving your orders on time and cost saving. If your orders volume is 100 kilos plus then air cargo is the best. Receive your order starting from one week to 10 days. Air cargo will deliver the order in specified airport so that the customer or their handling agent should collect it. Shipments by Air Couriers Shipment using courier services are the best for relatively smaller orders and samples as they deliver the orders in 4 to 6 days at your doorstep. Nepal Mithila Women Handicraft uses most Reliable couriers like  Ã‚  DHL/ARAMEX/FEDEX/TNT/UPS or SYKNET because they are easier to work with due to their fast and home delivery. These courier companies have expensive rates for the smaller packets but if the orders are more than 25 kilos, the approximate shipping would be US$ 8 to $14 per kilo (depending on the volume and the destination). These courier companies will act as your custom agent to release the goods and delivers the packets at your home. The courier companies does not charge you for their own services at the custom BUT if there is custom duties applies on the orders, then thy will reimburse the money from the customer later at the orders delivery time. Labels: Each article will be fixed with label showing made in  Nepal, material composition, washing instructions, size etc. as appropriate. We follow buyers’ instruction in case of bulk consignment. Documentations: We prepare the following documentation work from the company and authorized sectors of  Nepal’s government for the customs purpose AIR WAYBILL, GSP OR FORM A, INVOICE, PACKING LIST, CERTIFICATE OF ORIGIN and other essential documentations to release the shipment from the customs Terms: Air Freight FSC- Fuel surcharge, applicable only at certain times Interline- One airline to another ULD  Ã¢â‚¬â€œ Unit load device, an airline container SCR- Specific commodity rate GCR- General commodity rate MAWB- Master air waybill, freight forwarder to freight forwarder air waybill HAWB- House air waybill, shipper to consignee air waybill IATA- Governing body for international air transportation Ground Freight B-train- 2-20ft. trailers being pulled by one tractor LTL- Less than a truckload FTL  Ã¢â‚¬â€œ Full truckload CWT  Ã¢â‚¬â€œ Per hundred pounds PUP- 20ft. You read "Types of Bill of  Lading" in category "Papers" trailer T/L  Ã¢â‚¬â€œ Trailer Load Dimensional Freight- Subject to 10# per cubic ft. Calculations: Calculate Kilograms to Pounds kgs x 2. 2= pounds (#) Calculate Pounds to Kilograms Pounds ? 2. 2= kgs Dimensional weight L†xW†xH† ? 366= kgs L†xW†xH† ? 166= pounds Six Steps to Dealing with Customer Complaints At some point, everyone in business has to deal with an upset customer. The challenge is to handle the situation in a way that leaves the customer thinking you operate a great company. If you’re lucky, you can even encourage him or her to serve as a passionate advocate for your brand. When it comes down to it, many customers don’t even bother to complain. They simply leave and buy from your competitors. Research suggests that up to 80 percent of customers who leave were, in fact, â€Å"satisfied† with the original company. Obviously, customer satisfaction is not enough. Businesses nowadays need to positively delight customers if they want to earn their loyalty. It may seem counter-intuitive, but a business owner’s ability to effectively deal with customer complaints provides a great opportunity to turn dissatisfied customers into active promoters of the business. Here are some customer-oriented tips I’ve learned while working in the business coaching business:1. Listen carefully to what the customer has to say, and let them finish. Don’t get defensive. The customer is not attacking you personally; he or she has a problem and is upset. Repeat back what you are hearing to show that you have listened. 2. Ask questions in a caring and concerned manner. The more information you can get from the customer, the better you will understand his or her perspective. I’ve learned it’s easier to ask questions than to jump to conclusions. 3. Put yourself in their shoes. As a business owner, your goal is to solve the problem, not argue. The customer needs to feel like you’re on his or her side and that you empathize with the situation. 4. Apologize without blaming. When a customer senses that you are sincerely sorry, it usually diffuses the situation. Don’t blame another person or department. Just say, â€Å"I’m sorry about that. †5. Ask the customer, â€Å"What would be an acceptable solution to you? Whether or not the customer knows what a good solution would be, I’ve found it’s best to propose one or more solutions to alleviate his or her pain. Become a partner with the customer in solving the problem. 6. Solve the problem, or find someone who can solve it— quickly! Research ind icates that customers prefer the person they are speaking with to instantly solve their problem. When complaints are moved up the chain of command, they become more expensive to handle and only add to the customer’s frustration. There is no getting around customer complaints, regardless of your industry. However, by employing these steps and taking the time to review the issue with the customer, you can turn challenges into something constructive. | 10 Tips for dealing with customer complaints Dealing with customer complaints effectively can improve customer retention and help your company gain a reputation for providing good service. Our panel of experts shares their top tips to ensure complaints don’t turn into disasters. 1. Acknowledge their anger and apologise Whilst you are listening to them, make a note (mentally or written down) of the main points of their grievance. Once they are finished, thank them for their comments, acknowledge their anger and apologise. 2. Reassure the customer Use the notes you made whilst listening to demonstrate that you have a secure grasp on the problem by giving them a precis of what they have just told you. Mirror some of their (less colourful! ) language, keep your tone measured and calm and ask a closed question at the end to check you have a full understanding. By now, the customer should at least be ready to let you help them. Assure them that is exactly what you’re going to do and explain he realistic options you have available to you. If the customer wants something that simply is not possible, apologise, give reasons why this is not an available option and then tell them what you can do for them. 3. Act Finally, once you have explained what you are going to do to resolve the customer’s problem, do it. Follow it through and ensure that what you promised is delivered. Hopefully, by this point, you will have a happy customer who will return to your company, not to mention a happy agent whose days are a little less stressful! 4. Make it easy to speak to a live agent Communicate the ease and accessibility of reaching live agents in channels of the customer’s choosing, and prepare and empower your employees to provide first-contact resolution. Most customers who say it is hard to deal with a company said it was because their issue was not resolved the first time they contacted them for service. Self-service certainly has its time and place, but when issues are complex or frustrating, customers want (and demand) access to live agents. In fact, preference for live web chat has grown in the last year. 5. Aggressively promote the fact that you want feedback You want to know when you get it wrong. And, make it easy for customers to contact you and get immediate access to empowered and empathetic agents. If customers can’t find a convenient way to give feedback, they may just defect to another company without saying a word. 6. Use proactive communication Let the customer know about an issue first and connect them to an agent. Almost all customers say it is appropriate for a company they do business with to proactively contact them. However, companies must be sensitive to the reasons and channels they employ, as the vast majority of customers are not open to anything and everything. You only get one chance, so don’t burn the bridge by not providing the best agent and technology-based experiences your customers want and expect. 7. Empathize with the customer The first thing you need to think about when dealing with complaints is how you would feel if you were the one making the complaint. Empathy and understanding are paramount to giving good customer service whether it is in sales, customer service or customer complaints departments. Allow the customer to vent their feelings and then remind them that you are here to help them and will do everything in your power to resolve the issue. This gives them the feeling that you see them as more than just a number on a system and can act to calm the customer down especially if it is a difficult or challenging situation. The fact that you are offering to help them goes a long way to calming them down initially and if you can minimise passing them from department to department this will also help them to remain calm and listen to any options you put forward. Base the discussions with the customer on facts, don’t let emotion drive the conversation. Ian Jensen, Team Manager, RESPONSE  (www. response-uk. co. uk) 8. Make sure you act on social media Social media is becoming the vehicle of choice for customers, frustrated by poor customer service. But these complaints can be amplified very loudly – particularly on Twitter. Start by listening to the social media channels. Once you understand what is being said it is time to intervene. This can also be by social media – particularly to try and find out a customer’s phone number – but would probably be better if it is by a proactive follow up call. If this is done in a timely fashion it can go a long way to diffuse any frustration the customer is feeling. 9. A complaint is an opportunity for the business to learn and grow As a business, every complaint should be treated as serious and the customer with a small ‘expression of dissatisfaction’ should be given the same courtesy as someone whose complaint is huge. Remember to be a ‘goodwill’ company. Be thankful that your customer is voicing their problem, but realise that they may still use your competition the next time they need your product or service. You may not gain their future loyalty, but use the situation they bring up to minimise it happening again. 10. Act on the new knowledge you have One of the most important factors in complaint handling is to demonstrate that the company has acknowledged the complaint for the future. Don’t stop at telling them that feedback such as theirs helps you to grow as a company – make it feel real by telling them how you will be raising this issue with the customer services manager so that (where possible) this is 1) resolved 2) not repeated with other customers. Finally, after the complaint has been dealt with and is coming to a close, advise them that you hope that this recent situation hasn’t adversely affected their long term relationship with you as a company. Reiterate that you hope the compensation you are offering may go some way to restoring their faith in the company / product or service. Listen  carefully to the customer. Know and understand the complaint  of the customer and never interrupt him or her. Remember that they want to be heard and let the customer release any emotional irritation before saying anything. This could make the customer feel that you are listening and acknowledging the feelings carefully. Empathize with the customer. Repeat the complaint and confirm to signify that you got it correctly. Thank the customer for bringing the problem to your attention for  better customer service  of the company. Apologize. Reasonable and unreasonable  complaints  are valued by the customer that needs proper attention or  customer service. Apologize for the inconvenience that complain may have affected the customer. Explain the reasons or the company’s side politely. No matter how angry the customer is, try to remain calm and patient while you address the complain properly. Have a clear  answer  and give data if necessary to support your explanation. Take responsibility for action. Let the customer feel that the complain will be taken into action. Explain what action you will take to correct the problem. Commit to give feedback as soon as possible preferably with a given date to assure the customer that the complain will be handled immediately. End the conversation by asking the customer for other things that you may be of service aside from the complain. 5 GOLDEN RULES If you are in a business, you will eventually have to interact with disgruntled customers and the way you handle the issue is the way you are going to be known in the market. Make no mistake here – a disgruntled client will always create a large damaging ripple for your image. Carry on like this and very soon you will be known as the company with the worst customer service. You cannot afford this or you will lose business sooner than later. Hence, you need to learn how to handle a complaint effectively. Here are the rules for handling  customer complaints  that will promote your business better than any advertisement: Respond instantly  Ã¢â‚¬â€œ when a customer complains, respond instantly. The more they wait, the more they get frustrated and hence, would be more inclined to be unreasonable. Do not wait for their irritation to escalate to anger. Respond to their complaint message immediately. Believe that customer’s complaint is genuine  Ã¢â‚¬â€œ one of the worst steps of counteraction a company can give is implying that the customer is dishonest or unrealistic. Tell the client that you believe their complaint is genuine and you are trying your best to see what can be done to help. Apologize for the pain they feel not for the mistake  Ã¢â‚¬â€œ the mistake is not always yours. However, the complaining individual is genuinely aggrieved. Apologize to the customer for the pain they have experienced. Saying sorry for their (customer’s) discomfort is not the same as saying sorry for a mistake that your company has done. However, when you say sorry genuinely, the customer is more often than not already pacified and ready to listen to you with an open mind. Do your best  to meet their expectations  Ã¢â‚¬â€œ one of the most important rules for  handling customer complaints  is showing that you are doing your best to help. You will find that the majority of people are reasonable in their expectations. Just knowing that you are making all the effort to help them will often open the door to negotiations on how to resolve the problem towards mutual benefit. If it is your mistake, overcompensate  Ã¢â‚¬â€œ there will be instances when the customer is right. The service/ product/ experience/ was bad. If you are guilty of any such thing, the rules for handling  customer complaints  say that you acknowledge, apologize and immediately over compensate the aggrieved client. In this way, you are eliminating a  disgruntled customer  and appointing a free goodwill ambassador for your brand; for this customer will not stop praising you after that. CASE STUDY ANSWERS Divide the answer into 5 parts: 1. Define the Problem Describe the problem in the workplace. What is involved in making it a problem? 2. Analyze the Problem Tell about how you collected information for analyzing data: the process you utilized for extracting maximum information from the facts. 3. Generate possible Solutions Explain the factors you took for making a decision: how did you get to the root cause of the problem? How did you identify the likely causes of problem? How did you generate a number of possible solutions? 4. Select the best Solution(s) and course of actions Describe the actions you took: why did you choose these actions? What were the results you expected to achieve? Describe how you organized ideas into process flow and common theme and the way you monitor result. Don’t forget the risk management factors. 5. Lesson learned What did you get? What was going right? What do you learn from that experience? How to cite Types of Bill of  Lading, Papers

Heterogeneity in Mobile Cloud Computing †MyAssignmenthelp.com

Question: Discuss about the Heterogeneity in Mobile Cloud Computing. Answer: Introduction With the advancement of digital technology Smart phones and Tablets have become an integrated part of everyday consumer's life. Alongside the application of cloud Technology, mobile devices have become an essential part life of common people. This advancement in the technology has allowed the business process to develop rapidly. In the current days, mobile technology is an integrated part of all type of small medium and large scale business. All type of official works in the business is carried out with the help of mobile technology. This has provided opportunity for various businesses to expand new directions. The current report will discuss various opportunities that are provided by mobile technology in the improvement of business. People are totally dependent upon digital mobile technology for every essential activity of daily life, it is important for all business processes to implement this technology in order to raise their popularity. The aim of this current project is to discuss in details about the various ways mobile technology can help in the development process of business and marketing activities. The scope of the current project is to discuss the existing literature related to the application and opportunity available to business with the application of mobile technology. The mobile computing Technology can be applied in all operational activities of business. The project will also discuss the importance of mobile technology in each aspect of the business. Few of the drawbacks of the mobile technology will also be discussed. Application of cloud technology in business The research paper of Liu and Rong (2015), have discussed the importance of cloud Technology application in business which is believed to be a significant opportunity for mobile Technology application in business. Integration of cloud Technology in business process is an essential part of all major operational process. According to Dinh et al. (2013), Cloud Computing is referred to as the collection of remote mobile devices that helps to store data in the digital server. This can be accessed from any computer or mobile devices from all parts of the globe with the availability of Internet connection. This is believed to be one of the important opportunities in the context of mobile technology in business. Data management is an important part of all types of business and is important for the business firms to process and store all the data related to major business activities. With the help of this cloud Technology system, it is possible for all business organisations to easily store d ata that is needed as a part of business operational process. This data can also be accessed in future for preparing marketing and business plan. The cloud technology can also help to store all the performance in the Finance Department of the business company. Hence, it is possible for the business to represent the retail company information in the public domain. Sen and Swaminathan (2016), have added in the context that cloud technology is mainly applicable for E-Commerce business which is exclusively based on digital platforms. Application of mobile computing in supply chain management Supply chain management is an important part of business performance that decides upon the profit and productivity. According to Rahimi et al. (2014), one of the major business challenges of today's environment is to have an effective supply chain management in order to fulfil the fast demand of the customers. There is also high level of competition among different business organisation, which forces them to adopt effective and flexible supply chain services.Borger et al. (2016), have ancient importance of mobile computing tools, which can be used as an essential part of the supply chain management activity of business organisation. There is the Radio frequency identification device along with barcode scanner that can help to track the movement of a product. Detailed information about the shipment of that product can also be accessed with the help of these mobile devices. GPS data from the truck and other vehicles that are used in supply chain management can also be accessed with the help of mobile devices. There is also special mobile application that can be used by the customer in order to track the exact location of the product. With detailed information available with the help of mobile technology it is possible for the business organisation to maintain clarity with the customer groups. It is also possible for the manufacturer to track the detailed information about the shipment that can help them to estimate the exact time that is required and the delivery of the product (Bank et al. 2016). With the development of mobile technology, it is possible for all major business organisations to bring about revolution in the marketing planning process. The research paper of Ahmed and Ahmed (2016), analyse the implication of digital marketing, which is believed to be one of the effective and popular ways that are adopted by all type of business organisation to raise the popularity of their brand among target customer groups. According to Sanaei et al. (2014), digital marketing is regarded as all type of promotional activities that are initiated by various business firms exclusively done through digital platforms. The messages that are provided by the business companies it digital marketing reaches the target customers only through the help of mobile devices. One of the disadvantages of digital marketing compare to that of traditional forms of marketing is in the matters of cost involvement. It is important to note in the contacts that they are almost no expenditure for business organisation in the process of digital marketing. There is also the system of Pay per Click, which encourages the customers to give the online advertisement and in exchange, they get text payment for each visit. It is also important to mention that in most of the context, it is important for the business organisation to reach out to a maximum number of customers with the help of their promotional activities (Jararweh et al. 2014). The digital marketing is believed to be one of the best ways that can be adopted by Business firms to easily communicate with large group of customers. As most people in today's generation are highly dependent on mobile devices it is easily possible for always business forms to communicate about their product detail with the help of digital marketing. Social media marketing is also one of the popular ways of digital marketing, where valuable information about the product or service detail is provided with the help of the social media platforms. E-Commerce business E-Commerce is one of the popular ways of business that are initiated by various organisation, where the entire buying and selling process is done with the help of digital platform and mobile devices. Yousfi et al .(2016), have mentioned that the business model of e-commerce is entirely dependent upon the application of mobile computing. It is possible for the customers, to search for the desired product or service with the help of various mobile applications that are designed by the business firms. All the detailed description along with pictures of the product is mentioned in the E-Commerce websites or mobile applications along with the pricing details. The customers can choose their desire product and make online purchase. The help of e-commerce business, it is possible for the firms to operate for 24 hours. From the customer point of view, it is easily possible for them to get the delivery of the product in their house (Gaiet al. 2016). The opportunity of the E-Commerce business is entirely dependent upon the application of mobile computing. It also enables the customers to purchase online tickets for movies, trains and Airlines. The food restaurants have also initiated the process of online ordering that is believed to be one of the important parts of the application of mobile technology. Communication is one of the essential components of the business that is enhanced with the help of the mobile technology. With the help of the smartphone devices, it is possible for the business owners and management to easily connect with the customer groups. The wireless mobile technology also provides the opportunity to connect securely with the customers. From the customer perspective, it is possible for them to connect with the customer care team in order to raise any issues that faced after purchasing a product. With the help of advanced level of options that are available in the mobile application, it is possible for the customers to directly contact the customer care agents through chat or voice call. The mobile device also allows the managers of various companies to easily communicate with the workers and thereby help in the business operational activities. With the help of video conference, it is possible for managers in different locations to hold meetings about different agendas. Challenges of drawbacks of mobile computing in business In spite of the several opportunities that are initiated due to application of mobile technology in business, there are certain threats and challenges that the business firms have to deal with the application of mobile computing in business. As per Ghezzi et al. (2015), one of the biggest threats of mobile computing is due to the application of cloud Technology, where the data are being stored in digital platforms. With the risk of Cyber threat and hacking, there is a high chance that all vital information that is stored in the digital platforms and cloud Technology can be easily leaked and misused. In the current days all major business forms store they are classified information on the digital platforms. As they are leaked in public domain, there is a high risk of a company facing financial loss. There is also the risk of losing the competitive advantage as the Rival companies are able to make full use of the leak information. The E-Commerce business which is one of the biggest opportunities of mobile computing is highly dependent upon online transactions that are made by the customers while purchasing any product. There are security threats that the customers have to face, where there is risk of bank account or credit card hacking. It is estimated that roughly 1.2 billion dollar of money is being hacked from various individual all over the globe due to the various process of online transactions (Cooper et al. 2016). It is also important in this context to mention that high level of investment is needed as a part of setting up the infrastructure for applying mobile computing technology in business. This can be a huge challenge for the small scale business firms or start up organizations. Hence, they have the risks of losing the competitive advantage in the rapidly changing world of business. Conclusion In the Concluding note, it can be said that most of the business activities in the current days are highly dependent upon mobile computing due to the fact that it is an integrated part of human life in modern days. All the major operational activities of business are highly dependent upon the use of mobile technology. From Cloud Computing to digital marketing, mobile Technology has provided tremendous opportunity for Business expansion for all type of firms. Initiation of e Commerce business is also one of the major definitions that are achieved with the opportunity provided by mobile computing. In spite of the opportunities of mobile computing, the current literature has also discussed the potential threats and challenges that are associated with mobile computing. The rise of Cybercrime is one of the major sources of risks that are involved with mobile computing business process. It is essential for all business forms to use high level of security in online department in order to minimise the risks that are associated with online and mobile computing business process. This is the major gap in the existing literature related to mobile computing. Hence, in the future there is a scope of research that can help to neutralize the threats associated with mobile computing business process. It can also help to provide other wide range of opportunities of mobile computing in business. Reference Ahmed, A. and Ahmed, E., 2016, January.A survey on mobile edge computing. In Intelligent Systems and Control (ISCO), 2016 10th International Conference on (pp. 1-8). IEEE. 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