Mid Term; Group Project Report Course Numbe

Mid Term; Group Project Report

Course Number: LDRS 300

Course Name: Leadership as Service

Instructor: Professor Hank Prins, MA Lead Contact Information: [email protected]

Submit your Worksheet with the following filename format:

< Your Last Name, First Name – Worksheet #6 Midterm Report >

· 5% deduction for not having proper filename.

5 Love Languages

The purpose of this project report is to your group is on track with the delegation of responsibilities for each part of the Group Project.

Refer to the GROUP PROJECT -Presentation & Notes Assignment for more information on Steps

Group Name; ________ACE_____________ (您的群组名称是什么？)

Names of Group Members:

(List Your Group Members here) （在此处列出您的小组成员）

________Danni Wang_________________________

___________Xinyun Wang______________________

____________Xiayi Pei_____________________

__________Shanglin Wang________________________

PART 1: Research

Step #1: Company being researched; __

Sephora

.

Step 2: Organization Profile will be researched by;

_________ Xiayi Pei___________________________

Step 3: Service Profile will researched by;

Xinyun Wang AND Danni Wang

Step 4: Field Research will be done by;

Shanglin Wang

Step 4: continued.

1)
As a group we have decided to answer this question about our company.

CHECK OFF one (1) of the following questions. 
核对以下问题中的一（1）个)

a. _____How does everyone in the organization know and carry out the customer service vision?

b. _____Why do customers come to this organization and what factors keep them loyal or returning to do business with this organization?

c. _____Does the online brand/social media of customer service match the day to day experience of the customer at this organization?

d. ____How does the leadership of the organization model the service culture to the staff and/ or the customers?

e. ____Does the staff get adequate training to carry out top-quality service in this organization?

f. ____How does the organization measure its own success/ or rate itself in terms of customer service or customer satisfaction? Is this a good measurement? Why or why not?

g. ____How are loyal/ repeat customers cultivated in this organization?

2) As a group we have decided to conduct the field research of our company by doing one or more of the following methods.

CHECK OFF at least one (1) of the following:
检查以下至少一（1）：

· _____Interview with staff, leaders, customers, shareholders

· _____Physically visit the organization location to view how the company operates.

· _____Evaluation of social media or online brand as it relates to customer service and satisfaction.

· ____Carry out a Customer Service Alignment Assessment (Toister, 2017 p.75).

· ____Create and carry out a Service Culture survey of your own making.

Step 5; Group Evaluation & Recommendations

This final step will be done by a consensus of the entire group after the research has been completed.

Based on your research and all the learning to date, how would you evaluate this organization in terms of service and what recommendations would you give them based on your research question?

Xinyun Wang_

will collect the information from group members and present the group’s evaluation of the company and the group’s recommendations to the class as a final part of the Group Presentation.

PART 2: Group Presentation Format.

Danni Wang will make sure the group presentation and all related files are in the proper APA format of Citations and References.

· The GROUP presentation must have at least 8-10 CITATIONS from the textbooks or other course material to support your ideas and thinking.

· APA adherence is required (have a reference page at the end of your presentation!!)

Plagiarism, ghost-writing and sloppy APA adherence are simply unacceptable for a 3rd year University course. If you are struggling with this assignment or do not understand the requirements, it is your responsibility to get clarity and assistance from your professor or leaning coach before the assignment is due.

Make use of an outline to help you better communicate and clarify your ideas.

PART 3: Group Presentation 16 – 20 minutes.

– Each person in the group must be part of creating and presenting the material.

– PowerPoint is acceptable as are any other props or creative ways of bringing your ideas and learning to life for your fellow learners.

– A video of your group presentation if you do not wish to present your Group Project in class on Unit #11. Groups that provide a Video of their Group Presentation will not need to present in class on Unit #11.

Xinyun Wang

will submit the group presentation and all related files to the Moodle DROPBOX.

NOTE: each group member will submit their own presentation notes in the Moodle DROPBOX for this assignment.

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A Service Culture

Name

Course

Institution

Date

Why do customers come to Sephora and what factors keep them loyal or returning to do business with this organization?

Customers return to Sephora because of the unique products and services it provides including the experience. Even though the organization has too many customers, it remains attentive to the needs of every customer and they ensure customer satisfaction. The organization has different loyalty programs that has helped it standout in the market and achieve a string of customers. In all its operations, it ensures its customers are engaged and this ensures their retention. The main priority of Sephora is its customers and its key operations center around the customers. Employees are trained on how to handle customers and achieve customer satisfaction. According to Toister (2017), employees play a huge role in achieving customer loyalty and the first thing an organization must do is to ensure “employees receive extensive training, and the first priority for every new hire is to learn about the company’s culture. Employees are taught how to incorporate the company’s core values into their daily work” (Toister, 2017). Sephora ensures it understands the needs of its customers and trains employees to provide services that match customer needs.

Interview with staff

Sephora also engages its customers on social media. Social media platform such as Twitter, Instagram, YouTube, and Facebook provide a platform for Sephora to build positive relationships with its customers. Through these platforms, the organization encourages feedback from its customers which keeps them engaged. According to Toister (2017), an organization’s culture must include the engagement of customers in an organization’s operations. The feedback from customers enables the company to improve its services and give customers a better experience.

core competitiveness

References

Toister, J. (201). The Service Culture Handbook. A STEP – BY – STEP GUIDE TO GETTING YOUR EMPLOYEES OBSESSED WITH CUSTOMER SERVICE. ISBN-13: 9780692842003.

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Group Project –

Individual Synopsis and Evaluation PAPER

LDRS300-GroupProject-IndividualSynopsis&EvaluationPAPERCourse Number: LDRS 300

Course Name: Leadership as Service.

Instructor: Hank Prins, MA Lead Contact Information: [email protected]

To be done by individually by every group member!

This is a paper on your reflections on your experiences in completing the Group Project Assignment.

Submit your paper with the following filename format:

< Your Last Name, First Name – IndividualSynopsisPaper >

· 5% deduction for not having proper filename.

Attention, this is important!  注意，这很重要