HM Analysis - 1227 Words

Introduction In this report, an inside look will be taken on Hennes Mauritz AB (HM). We will analyse on it using PESTEL, Porter’s Five Forces and SWOT to get a clear concept of what HM is today and where it can go. This positioning will be helpful in strategy designing. Company activities HM was established in Và ¤sterà ¥s, Sweden in 1947 by Erling Persson. We now sell clothes and cosmetics in around 2.200 stores around the world. * HM offers fashion and quality at the best price * HM offers fashion for women, men,teenagers and children. * HM also sells own-brand cosmetics, accessories and footwear * HM doesnt own any factories, but instead buys its goods from around 700 independent suppliers, primarily in†¦show more content†¦2. Innovation HM sells the latest trend. It adapts to every age and also to the tastes and needs of its customers. 3. Market share leadership HM adopts and implements better technologies immediately, whenever they become available, regardless of whether or not any other organizations are currently using them. 4. Strong financial position Due to the entry into new markets around the world, H M has achieved a better economic position. - Weaknesses 1. Large volumes of buying They buy large volume of garments direct from the manufacturer; they have very few middle man and efficient logistics. 2. No real focus on a target customer HM sells in department stores, offering clothes for men, women and children of different ages, so it does not focus on a single market segment. - Opportunity 1. Trend of E-Purchasing More and more people have experienced shopping online and there are a increasing number of people who prefer E-Purchasing. 2. Fashion trend of more environment-concerned People are taking more and more consideration on environmental stuff. HM has done quite well in sustainable improvements. (Activities about this are shown in the appendix.) 3. Trend of crossover There is a trend of crossover in fashion field. In HM, there are existing collaborations with designers, such as with Karl Lagerfeld, Stella McCartney, Viktor Rolf, Roberto Cavalli, Comme des Garcons, Mathew Williamson, Jimmy Choo and Sonia Rykiel. - Threats 1. Exchange rateShow MoreRelatedHM Analysis4725 Words   |  19 PagesContents____________________________________________________ Executive summury Company analysis 1.1 Company Description 1.2 Key Financial Data 1.3 Ethical Position and Recent News 2.1 S.W.O.T Analysis 3.1 Peer Benchmarking 3.2 Porter’s Generic Strategies 4.1 Conclusion 4.2 Recommendation Appendix: Team Reflection References Additional Appendices 1.1 Company Description___________________________________________ Hamp;M is a leading brand in producing frontline affordable fashionRead MoreHM SWOT Analysis3898 Words   |  16 PagesHM Analysis Summary HM is a Swedish company founded in 1947. It is a family owned company controlled by Stefan Persson and family. HM act in the fashion industry and are one of the really big global players with 2078 stores in more than 30 countries. In 2009 they launched HM Home which sells interior textiles through internet. Recently HM have launched several new store concepts. Other than the HM stores there are now also Weekday, Monki, COS and Cheap Monday stores. HM’s new concept storesRead MoreHM company analysis4098 Words   |  17 Pages1-2 1.0 Company Background 1.1 HM History 1.2 Products, Strategy, Vision and Mission Statement 2-3 2.0 Strategy Planning 2.1 Establishment Effectiveness of Vision, Mission and Goals 2.2 External Analysis 2.2.1 Opportunities 2.2.2 Threats 2.3 Internal Analysis 2.3.1 Strengths 2.3.2 Weaknesses 2.4 SWOT Analysis 2.5 Benchmarking 2.6 Hierarchy of strategy 2.7 BCG Matrix 4-9 3.0 Conclusion 3.1 Advice 3.2 Future Plan Reference History of HM HM were established in VasterasRead MoreHM Company Analysis Essay7159 Words   |  29 PagesCOMPANY ANALYSIS amp; PROBLEM IDENTIFICATION MARKETING MANAGEMENT BMKT601 TABLE OF CONTENTS Contents 1. EXECUTIVE SUMMARY 3 2. FAST FASHION 4 3. ENVIRONMENT ANALYSIS 4 3.1. Political Factors 4 3.2. Economical Factor 5 3.3. Social Factors 6 3.4. Technology Factors 6 4. INDUSTRY ANALYSIS 6 5. Hamp;M 8 6. STRATEGY 10 7. SEGMENTATION 11 8. TARGETING 13 9. POSITIONING 14 10. CONSUMER BEHAVIOUR 15 11. MARKETING 17 12. SUPPLY CHAIN 22 13. CONCLUSIONRead MoreHM Accounting Analysis Report2940 Words   |  12 Pages Business Analysis Overview The Swedish company Hennes Mauritz AB is the second largest clothing retailer in the world, just behind Spain-based Inditex (parent company of ZARA). The HM Group’s business consists mainly of sales of clothing, accessories, footwear, cosmetics and home textiles to consumers. In addition to HM Home, the group also owns several brands, as shown here, which make the company well-knownRead MoreHM- Brand and Distribution Strategy2245 Words   |  9 PagesBrand Analysis and Distribution Strategy by DIANA CAMPOS 1 Table of Contents 1. Intro: The HM Hennes and Mauritz AB Group 2. HM The Brand 2.1. Company Profile 2.2. Environment of the brand 2.3. Target consumer 2.4. Geographical extension 2.5. Turnover 3. Distribution Strategy 4. Conclusion Bibliography 3 3 3 4 6 6 7 8 10 11 2 1. Intro: The HM Hennes and Mauritz AB Group The HM Hennes and Mauritz AB Group is a Swedish multinational retail company, considered the second retailer in theRead MoreH M s Mission4131 Words   |  17 PagesProject- HM Part 1 HM’s Mission/Vision Hennes and Mauritz AB is a Swedish retail-clothing company, which has expanded enormously in the past years. HM has grown from one single store in a small town in Sweden to a multinational ranked as the second largest global fashion retailer with its 3,600 stores in over 58 countries and $22 billion in annual sales (The World’s). This incredible story of success makes us wonder about their strategies and how they managed to get where they are today. HM’s visionRead MoreHM Report2508 Words   |  11 PagesTable of contents 1. Introduction 2. Macro environmental analysis (PESTLE- political, economic, social, technology, legal, ecological) 3. Customer analysis 4. Market description 5. SWOT analysis (Strengths, weaknesses, opportunity, threats) 6. Conclusion and Recommendations 7. References P.1 D002 Read MoreZara vs H M - Competitor Analysis1655 Words   |  7 Pagesglobally to a standing of 1,671 stores. Zara Company has become an icon for Spanish fashion. BRAND IDENTITY : Hamp;M offering fashionable clothing for the best price. They mean that all people who want to be fashionable should have the right to be it. The price should not be a holdback. Hamp;M have a mission that it should be possible for everybody to find their personal style in Hamp;M ´s collection. The target group is everyone who is interesting in fashion. They offer a couple of different conceptRead MoreAbercrombie Fitch vs. HM: Financial Analysis848 Words   |  3 Pagesfollowing line items for its shareholder equity: common stock, paid-in capital, retained earnings, accumulated other comprehensive income and treasury stock. HM lists the following line items under its shareholder equity: share capital, reserves, retained earnings and profit for the year. There are some distinct differences. For example, on the HM statement, profit for the year and retained earnings (presumably from prior years) are listed separately, even though they are both forms of retained earnings

Singtel Customer Care Job Position

Question: Discuss about theSingtel Customer Care Job Position. Answer: Introduction Singapore Telecommunication Limited (SingTel) is a leading communication industry based in Singapore. The company deals with diversified business activities ranging from mobile, data, Internet, TV, digital solutions, and Information Communication Technology. SingTel plays a vital role in the country's communication hub and controls local consumers as well as the enterprise market. Strategically, the firm is a key player of integrated communications in Asia and Africa since its investments cut across five regional mobile operators thus, Advanced Info Service in Thailand, Telkomsel in Indonesia, Globe Telecom in the Philippines, PBTL in Bangladesh, and Airtel in India and Africa (Dahlgaard, 2015, p. 109). The company competitively leverages network system to allow great communication within and outside the country serving over 500 million mobile subscribers around the world. Job Description Qualifications Due to the company's competitive nature, prospective candidates for the position of customer service officer to meet requirements such as being a diploma or degree holder, or a certificate holder with a year experience in communication disciplines. Additionally, the ability to work on approximately 10 hours rotational shifts inclusive of an hour's lunch break and 30 minutes resting time. Moreover, ability to communicate in English (ability to speak Mandarin is an added advantage or any other extra language), and at least a year commitment to the contract (Fletcher, 2011, p. 1296). Tasks and Responsibilities As a customer care officer, one is mandated with the task of amplifying customer needs and concerns to ensure they are addressed efficiently by the management and solve issues arising as far as communication needs are concerned. The position entitles the officer to perform the following tasks. Manage contact center operations. Quality service is mandatory to SingTel since it ensures the company maintains its reputation and the market as well over other competitors. Therefore, the officer is imperatively expected to impact communication and meet customer expectations through effective listening and speaking. He or she should handle customers' inbound calls, fax, web chat, website, and e-mails effectively by the stipulated service level agreements (Karim, (n.d)., p. 233). Assess client needs and addresses them promptly. Effective interpersonal skills are scoring points to this position. The officer is expected to exercise high listening ability, understand and evaluate customers concerns to solve them amicably within a stipulated time. Such needs include general inquiries, comments, complaints, feedback and other issues with regards to the company's products. Coordinate with internal departments at all levels. Customer care officer acts as a link between the external market and the business (Knowledge management, 2016, p. 2114).As a matter of fact; he or she represents the company to such publics. Therefore, it is paramount that the officer should be able to communicate with the management and specific departments on the current issues affecting the organization ranging from customer needs and preferences for implementation. Follow up outstanding cases and call the customer if need arises. To some extent, instances where a vital issue affecting the client such as the hacking of his or her phone, the officer stands in to do a follow-up and trace any malicious acts in liaison with the legal framework. Due to the nature of the findings, the officer may opt to call the customer and inform him or her important decisions by the company by employing problem-solving techniques. Salary and Other Benefits Salary is subject to discussion with the management of expertise and experience. However, as an employee of the company, the officer shall enjoy full medical cover, language and shift allowances, health insurance cover, friendly work policies, work-life training, and keep fit through sports. Job Design Efficiency Customer care office requires its officers to be flexible to work in shifts. The officers should be notified that they are expected to work on a five days a week schedule. Since customer service is a continuous process, they are projected to work overtime when called upon due to the current needs. Training is equally offered by the management to equip customer care officers with skills of handling and addressing client needs. Competitively, the use of technology allows the administrator to identify the caller, location of calling, personal information, departmental activities amongst other tasks geared towards improving customer service quality (Norton, 2010, p. 8). Motivation SingTel's job design with regards to customer service officer position is defined by motivational factors such as language allowance and shift allowance. The officer is also entitled to medical and personal accident insurance cover. Further, the availability of the gym, rest relax area inclusive of a pool, foosball table, and shower facilities, ensure that the officer is physically fit through the exercise to offload, relax from duties, and refresh his or her minds after duty (Martins, 2015, p. 456). Above all, the salary is standard to enable the officer meets his or her needs proficiently. Entities on individual performance are equally established to gauge on personal efforts towards meeting the company goals, hence boosting the satisfactory level of the officer on duty. Autonomy is highly exercised in SingTel where customer service officer is given a freed will t work and coordinate with the management and other departments as well to address client needs and issues as well. Othe r techniques to boost workplace motivation are task identity that gives the officer a chance to deal with a case from start to completion, and direct contact with clients. Safety Security is guaranteed through a healthy working environment that addresses workers concerns. Equally, the medical cover and personal accident cover ensures the extra officer safety while on call. Health and Mental Capacity The job requires a stable mental person who can manage stress at all levels. Since the company operates in various regions, it includes customers with a diversified cultural belief system. The officer should, therefore, be able to tolerate customers around their jurisdiction area. Polite language works best to substantiate customer satisfactory levels. Recruitment Strategies Internal Recruitment Sources Current Employees SingTel informs its employees about the position of a customer care officer before making it known to external publics. The internal job posting gives employed staff an opportunity to present their interests to the management hence move to more desirable positions. Alternatively, promotions also create job positions under this category for instance a customer care officer promoted to a rank of a human resource manager would create a job position to be filled. Internal recruitment improves employees morale, promotes loyalty, enhances self development, and reduces errors in selection. External recruitment sources Internet Advertisement SingTel advertises the vacancy of customer care via online platforms such as the website. The public can assess the information via the companys website https://info.singtel.com/about-us/careers/job-vacancies .This site gives interested persons an opportunity to apply for the vacancy online by submitting their, CV's, testimonials, academic awards, and cover letters. The platform stipulates to the candidate's company's expectations and other requirements related to the field (Botella, Piero and de Diego, 2015, p. 550). Other advertising sources include newspapers, journals and television. Placement Agencies The company places the vacancy, job description, and other specifications to agencies for recruitment process. Applicants details and credentials are sent to the Human resource office addressing the manager and the specified department on the basis of qualification. The agency recruits and screens the applicants for the position. Competitively, this strategy ensures that the company gets specified skills. Additionally, the strategy works on employees who are currently employed meaning their employers are satisfied with their services hence cultivating a competitive environment within the company (Voeller, 2010, p. 100). Schools, Colleges and Universities Recruitment Direct absorption of newly graduates from educational institutions based on professional qualifications is a common recruitment strategy for SingTel to fill the position of customer cares. SingTel management liaises with educational institutions to get suitable candidates. The students are sported during their studies and industrial attachments and offered employment (Prospectus, 2000, p. 240). Casual Callers Personnel who work on casual basis and have shown competitive skills with regards to the customer care services such as good command of language and impressive human interaction skills are most likely to be absorbed by the company to work as customer care officers (Zia, (n.d), p. 69). Selection Strategies The selection process highly depends on the management initiated series of interviews. Tactfully, the administration embraces four level interviews to select its employees from interested candidates. After a successful online application, the management schedules interviews anonymously to the candidates to evaluate the job demands and the level of experience. Management associated interviews include online tests, online video record interviews, assessment procedures to monitor behavior, personal case presentation, and group discussion, and finally panel based interviews. (https://info.singtel.com/). Online Test After submission of CV, one is asked to do an online verbal, numerical, and logic reasoning test. The trial aims to evaluate candidate's cognitive skills and procedural competencies. For instance, a mathematical, logical and comprehension test is given to candidates. Online Video Record Interviews In this step, the interviewee is expected to provide brief information about self and what prompted him or her to apply to the program. This takes roughly a minute or two to respond to each question. For example, why SingTel? The question is addressed here. Some behavioral questions are also asked to gauge the candidate's ability to handle conflicts amongst other issues related to the field of customer service. A video recording is initiated to capture the verbal and nonverbal cues of the interviewee. The video interview also seeks to measure the personality, values, and passion of the candidate against the organizational culture and job specifications. Questions such as why do you think you deserve the employment? , where do you envision yourself in the next 3-5 years? , and what is the key to success are bound to surface during this stage (Sim, 2015, p. 04). Assessment Center Interviews Assessment center interviews concentrate upon establishing interviewee's behavior, and ability to work in a team for effective results via coordinated activities. The conduct is checked to confirm if the candidate meets the standards laid down for the customer care position. Elements such as intelligence, ability to attend to customer needs, and coordinate with others are singled out on individual candidates. These are achieved through individual case presentation and group case presentation. Panel Interview Panel interview is the final stage that seeks to address personal traits such as confidence by addressing asked questions. The panel gives the candidate time to introduce himself and answer questions. The prospective interviewee is also given an opportunity to debate on the fixed salary and negotiate with the management if the need arises. At this level, some of the requirements outlined in the advertisement such as fluency, politeness, and language ability, reliability, listening and speaking skills are evaluated. Basing on the level of candidate's participation and management's satisfaction, one may secure a chance to work as a communication officer or be requested to wait for further discussion and decision by the Directorate (The Delta Model. 2010, p. 55). Training and Orientation After being endorsed by a customer care officer, training and orientation may follow to ensure the officer familiarizes with the job design and organizational policies respectively. The new employee under the regular docket may go through a short-term retention to test their performance and dedication towards meeting the company's objectives. Conclusion In a nutshell, SingTel is a competitive company with an eye for future. Competitively, the company adds value to its operations through training for empowerment and structured recruitment and selection process. Equally, the company is one of the best regarding creating a healthy environment that allows workers to relax and offload the burden of the task through recreational sites such as swimming pools, gym, and bathrooms for showering. Engaging the candidates into comprehensive interview schedules such as online tests, video recorded interviews, center assessment interviews, and panel interviews ensure that the best staff is selected from the majority. Reference List Botella, C., Piero, G. and de Diego, M. (2015). Multi-user interference mitigation under limited feedback requirements for WCDMA systems with base station cooperation. Telecommunication Systems, 61(3), pp.543-557. Dahlgaard-Park, S. (2015). The SAGE Encyclopedia of Quality and the Service Economy. Thousand Oaks: SAGE Publications. Pp. 107-110 Fletcher, J. (2011). An Examination of Dynamic Trading Stategies in UK and US Stock Returns. Journal of Business Finance Accounting, 38(9-10), pp.1290-1310. https://info.singtel.com/about-us/careers/job-vacancies Karim, M. (n.d.). Relationship between Corporate Culture and Organizational Effectivenss: A Case Study on Zain Telecommunication Limited. SSRN Electronic Journal. Pp. 230-245 Knowledge Management Approaches for Customer Care Effectiveness. (2016). IJSR, 5(5), pp.2114-2117. Martins, F. (2015). Win the Customer. New York: AMACOM. Pp. 450-470 Norton, D., Durgee, J. and VanDeVelde, J. (2010). Producing Customer Happiness: The Job to Do for Brand Innovation. Design Management Review, 21(3), pp.6-15. Prospectus dated 18 January 2000. (2000). Singapore: The Ltd. Pp. 234-240 Sim MM, P. (2015). A Review of Corporate Social Responsibility: SingTel Touches Lives. J Account Mark, 04(03). The Delta Model. (2010). Springer New York.PP. 23-67 Voeller, J. (2010). Wiley handbook of science and technology for homeland security. Hoboken, N.J.: Wiley.Pp. 96-106 Yung, F. (1981). Telecommunication: the Singapore Experience. Media Asia, 8(1), pp.3-6. Zia ur Rehman, M. (n.d.). Antecedents of Market Orientation and its Impact on Customer Oriented Behavior: Moderating Role of Job Satisfaction for Health Care Professionals. SSRN Electronic Journal.pp. 56-70