Canon Financial Services, Inc.

2011 ◽  
pp. 39-59
Author(s):  
Ira Yermish
Keyword(s):  
Customer Service ◽  
Financial Services ◽  
Service Organizations ◽  
Success Factor ◽  
Credit Reporting ◽  
Wholly Owned Subsidiary ◽  
Complex Relationships ◽  
Leasing Company ◽  
Key Success Factor

Canon Financial Services, Inc. (CFS, www.cfs.canon.com) is a wholly owned subsidiary of CANON USA. Originally, an independent office products leasing company, CITILEASE, founded by Albert Smith who remains the president, CFS has grown to be an important financial arm for the U.S. Canon copier and office products business. Since CITILEASE was acquired in 1990, the operation has grown dramatically. In 1996, CANON USA recognized CFS as one of its premier divisions. A key success factor for this growth has been the strategic management of information within a corporate framework of outstanding customer service. The strong leadership of Smith and his organization as well as the commitment to information technology resources has fueled this explosive growth. In this case study we will first examine the structure of the copier and office products leasing industry. Few businesses find it desirable to purchase copiers, fax machines and other computer equipment. There are several reasons for this, not the least of which is the flexibility of capital in light of rapidly changing technological capabilities of the products being leased. The complex relationships of CANON dealers, independent dealers and service organizations, customers, credit reporting agencies, banks and CFS will be described, especially with respect to the complex flows of information necessary to complete the leasing application and contract tasks.

Canon Financial Services, Inc.

2011 ◽  
pp. 39-59
Author(s):  
Ira Yermish
Keyword(s):  
Information Technology ◽  
Customer Service ◽  
Financial Services ◽  
Steering Committee ◽  
Point Of View ◽  
Success Factor ◽  
Technology Infrastructure ◽  
Course Of Action ◽  
Complex Relationships

Canon Financial Services, Inc. (CFS, www.cfs.canon.com) is a wholly owned subsidiary of CANON USA. Originally, an independent office products leasing company, CITILEASE, founded by Albert Smith who remains the president, CFS has grown to be an important financial arm for the U.S. Canon copier and office products business. Since CITILEASE was acquired in 1990, the operation has grown dramatically. In 1996, CANON USA recognized CFS as one of its premier divisions. A key success factor for this growth has been the strategic management of information within a corporate framework of outstanding customer service. The strong leadership of Smith and his organization as well as the commitment to information technology resources has fueled this explosive growth. In this case study we will first examine the structure of the copier and office products leasing industry. Few businesses find it desirable to purchase copiers, fax machines and other computer equipment. There are several reasons for this, not the least of which is the flexibility of capital in light of rapidly changing technological capabilities of the products being leased. The complex relationships of CANON dealers, independent dealers and service organizations, customers, credit reporting agencies, banks and CFS will be described, especially with respect to the complex flows of information necessary to complete the leasing application and contract tasks. Having established the industry basis we will describe CFS’s organizational structure and how information flows within the organization and among external organizations. The information technology infrastructure will be presented along with a brief history of the issues leading up to the current state of this structure. For example, the requirement to outsource the basic lease maintenance software will be examined in detail, especially from the point of view of this decision’s impact on strategic flexibility. The main focus of this case study will be the steering committee charged with addressing the information technology issues throughout the organization. The Systems and Methods Committee includes representatives from each of the departments and is chaired by the manager of information systems. Perhaps most striking about this organization is the role the president plays within the committee deliberations. The key players within the committee will be presented along with their comments about the committee operations. We will then place the reader at a point in time with a number of issues currently being addressed by the committee. A summary of the activity with respect to these issues will be presented. The reader will be asked to examine the issues and make a recommendation for a course of action for a new problem presented to the committee.

scholarly journals SERVQUAL Method in Retail Service Assessment

2020 ◽  
Vol 50 (2) ◽  
pp. 343-350
Author(s):  
N. Gryaznova ◽  
Olga Konovalova ◽  
Nataliya Pleshkova
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Brand Loyalty ◽  
Customer Experience ◽  
Retail Trade ◽  
Success Factor ◽  
Retail Chain ◽  
Retail Service ◽  
Key Success Factor ◽  
Subsequent Improvement

Introduction. Service quality and variety is currently the key success factor in retail trade. Retail service assessment can improve customer experience. The SERVQUAL method makes it possible to evaluate the service quality and solve the detected problems in customer service, thus securing the brand loyalty. Study objects and methods. The present research was based on a customer service survey conducted among 500 customers of the Lenta hypermarket in Kemerovo (Russia) in 2018. The results of the questionnaire underwent a SERVQUAL analysis. The obtained data on the customers’ needs and the degree of their satisfaction with the hypermarket customer service made it possible to develop recommendations for the retail chain. Results and discussion. The respondents answered three groups of questions: expectations, experience, and importance. The assortment of goods proved to be the most important factor, and there were no complaints in this respect regarding the Lenta retail chain. The attended time was rated second. Its assessment demonstrated a gap between the expectations and the experience (Q = –1.3). Retail space service also proved important; however, this aspect of service quality demonstrated the greatest gap between expectations and experience. Conclusion. The three-part SERVQUAL questionnaire helped to reveal the problems in the organization of the shopping service. The subsequent improvement will be important for consumers and the retail chain.

Effects of Flap Wheel Grinding Parameters on Surface Roughness for Stainless Steel

2014 ◽  
Vol 548-549 ◽  
pp. 506-509 ◽  
Author(s):  
Jirayu Somgumnerd ◽  
Viboon Tangwarodomnukun ◽  
Suksan Prombanpong
Keyword(s):  
Surface Roughness ◽  
Stainless Steel ◽  
Surface Finish ◽  
Operating Conditions ◽  
Success Factor ◽  
Polishing Process ◽  
Fine Surface ◽  
Key Success Factor ◽  
Selection Of

The polishing process plays an important role in the stainless steel cookware since an appearance is one of the prime quality criterions of the product. Typically, there are three sequential steps in the polishing process using abrasive flap wheel, sisal and cloth respectively. The abrasive flap wheel is the first step in the process which aims to rapidly create fine surface finish on the product. Thus, the selection of appropriate flap wheel as well as operating conditions in order to achieve surface finish within the required cycle time i.e. 12 seconds are the key success factor. Therefore, the experimental design is conducted and analyzed. It is found that there are four factors which influence the surface roughness: grits size of flap wheel, polishing time, velocity, and force. It can also be concluded from the analysis that the roughness is directly proportional to grit size and force but it is inversely proportional to velocity. In addition, the optimal condition for the case study can also be obtained.

scholarly journals Promoting the creation of Innovation Ecosystems: the case of the University of Porto

2018 ◽  
Vol 6 (3) ◽  
pp. 8 ◽  
Author(s):  
Carlos Melo Brito
Keyword(s):  
Growth And Development ◽  
Success Factor ◽  
Policy Makers ◽  
Innovation Ecosystems ◽  
The University ◽  
Key Success Factor ◽  
Knowledge Valorisation

Universities are increasingly acting as promoters of innovation, economic growth and regional development, a trend that has attracted the attention of both policy makers and researchers. The objective of this paper is to contribute to a deeper understanding of the role of higher education institutions as dynamic promoters of growth and development. The University of Porto is used as a case study to explore how universities can act as innovation ecosystems leaders and integrators. The main contributions of the paper are threefold. First, the case puts in evidence a key success factor: the talent to transform the knowledge produced by universities into valuable solutions for companies and other organisations. Second, links between universities and industry must assume a long-term and relational nature rather than an intermittent and transactional character. Finally, the success of university-based ecosystems depends on the integration of a diversity of actors, resources and competences. This means that a sustainable strategy of innovation and knowledge valorisation requires an approach that fosters both internal and external networking.

scholarly journals TCS: ‘Hazir SubKuch’—Making Everything Present

2020 ◽  
Vol 17 (1) ◽  
pp. 17-35
Author(s):  
Mohsin Nasir Jat ◽  
Muhammad Shakeel Sadiq Jajja
Keyword(s):  
Customer Service ◽  
Service Provider ◽  
Financial Services ◽  
Digital Printing ◽  
Logistics Service ◽  
Visa Application ◽  
Warehousing And Distribution ◽  
A Company

The case describes the journey of TCS as it became Pakistan’s leading logistics service provider. It highlights how and when TCS acquired different logistics and other value-adding capabilities and how these capabilities, in turn, complimented the diverse logistics services that TCS offered to a wide variety of businesses. TCS had been offering a top-notch Express and Logistics service around Pakistan for 30 years. TCS started as a company providing secure distribution of letters and packages. Customers perceived TCS as a shipping solution provider for all their goods transportation needs which included parcels, documents, E-commerce products and even their groceries. Table 1 of the case study highlights that TCS had taken up some unique and new initiatives. TCS handled four main clientele areas: Corporate, Consumer, International and E-commerce. For consumer wing, TCS oversaw bookings of documents and parcels at the express centres, door-to-door containerized shipments, domestic and international air ticketing, visa application drop box facility for various countries and financial services in the form of insurance plans. On the corporate side, TCS provided warehousing and distribution, digital printing and bulk mail solutions. International and e-commerce both catered consumer and corporate segments. Over the last decade, TCS had established a warehousing and distribution wing and a mail management and printing facility. Other ventures and services that TCS offered were Visatronix, Hazir, Home Movers, E-COM, TCS Aviation, Mail Management System, Warehouse and Distribution, Intiana, Sentiments express and Octra. The case focusses on the decision of whether or not to run an ambitious new logistics service, that is, Hazir SubKuch (HSK), meant to deliver anything non-prohibited that a customer wanted, on a crowdsourcing model. In the proposed crowdsourcing model, after training and evaluation, anyone could assume the role of a customer service provider by connecting to the system remotely. Similarly, pickup and delivery jobs could be performed under an Uber-like model by anyone who owned a ride and had smartphone connectivity. The service was a brainchild of the new CEO, hired by the founder and chairman as part of the new management team to bring a fresh dynamism in the company.

scholarly journals ON THE PATH TO ARTIFICIAL INTELLIGENCE: THE EFFECTS OF A ROBOTICS SOLUTION IN A FINANCIAL SERVICES FIRM

2021 ◽  
Vol 32 (2) ◽  
Author(s):  
Hamieda Parker ◽  
Stephanie Elaine Appel
Keyword(s):  
Artificial Intelligence ◽  
Customer Service ◽  
Financial Services ◽  
Data Entry ◽  
Research Approach ◽  
Work Experiences ◽  
Action Research Approach ◽  
Before And After ◽  
The Impact

As ever-increasing advances in automation and artificial intelligence solutions create more opportunities for businesses to streamline their operations, the key challenges for managers are to identify the appropriate use cases for automation solutions in their organisations and to integrate the solution effectively to meet the objectives of both the firm and its employees. This case study examines the impact of implementing a machine-learning robotic process automation (RPA) solution that is aimed at reducing manual data entry tasks for employees in a financial services firm. The study employed an action research approach to follow a single team in the firm before and after the RPA implementation — a period of six months. The findings showed that RPA improved productivity in the team and created more positive work experiences for employees, as they had more time to dedicate to creative, cognitive, and customer service tasks. The study also found that the roles of employees were being redefined during the integration process, with employees reporting a high potential for broader transformation in the business as a result of the RPA implementation.

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