Business Intelligence - Case Of Xtivia - Free Essay Example

Sample details Pages: 5 Words: 1626 Downloads: 6 Date added: 2017/06/26 Category Business Essay Type Analytical essay Did you like this example? Business Intelligence Case Of Xtivia Executive Summary Xtivia has almost 150 US employees working with them and it is providing one of the largest life ray service in U.S.A. There are three types of customers; some people prefer to use a toll free number instead of using a web application. Different technologies used in order to like voice recognition technology etc. Don’t waste time! Our writers will create an original "Business Intelligence Case Of Xtivia" essay for you Create order Now a dayà ¢Ã¢â€š ¬Ã¢â€ž ¢s technology has used by different organizations in order to communicate and contact with the customers. The improvement in the system of IVR can help in the success of the organization and results in return on investment. There are two methods of data collection, one is primary data, and other is secondary data. In this case, study the secondary data used in order to solve the case. In order to access the customer usage of IVR a business intelligence solution developed BI solution used to align the objectives and goals of organization with the system of IVR in order to save the cost. The custom business intelligence and technology solutions helped many strategic businesses to do their business in a successful way. (Xtivia Brings Business Together in Many Industries, n.d.) Introduction Xtivia is one of the major telecommunication companies and develop an advance and attractive infrastructure. For interactive voice response and contact management syste m that will help to gain the information regarding the usage of customers. The ways the customers use the IVR system provide the company with the knowledge regarding the customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s satisfaction and help company to generate profit. Xtivia has almost 150 US employees working with them and it is providing one of the largest life ray service in U.S.A. the office of Xtivia are in new jersey, Texas, new York city, Colorado, and consultant nationwide. Literature Review Interactive voice response (IVR) used by people for many years and it is providing solutions to different individuals in order to perform their task. Self-service web applications used by different companies, according to garten almost 92 percent of transactions with customers carried out via telephones. There are three types of customers; some people prefer to use a toll free number instead of using a web application. Different technologies used in order to like voice recognition technology etc. Now a dayà ¢Ã¢â€š ¬Ã¢â€ž ¢s technology has used by different organizations in order to communicate and contact with the customers. The improvement in the system of IVR can help in the success of the organization and results in return on investment. The intelligence infrastructures around IVR help to interact with customers and to optimize the different marketing programs. Some of the programs that used in order to satisfy the demands of the customers and to give them value by satisfying them. Some of the programs are as following In order to maximize the profitability, the cost, and the revenues measured and compared that are profitability assessment. The Churn and loyalty management programs helps in predictive modeling and various other techniques used in order to enhance and retain the profitability. The business intelligence technique used in order to get and manage data of warehouse and provide data regarding mining techniques that helps organization in making decisions and p rovides a pattern for profitable data. The self-care technique used in order to provide a cost effective method to lowering the calls, so that customers are stay informed and it improve the interaction with the customers. In order to improve the field sale, quality of call centers and trouble desk, the personnel interaction techniques are used. The campaign management techniques used in order to improve the direct marketing, advertising, sales programs, and to promote the coordination and interaction of customers with the organization. Data integrity technique used in order to detect, maintain, and correct the data and to provide assurance to the customers. (Business Intelligence Solution Implementation for Non-Profit Organization, n.d.) Methodology Research methodology, research strategy, research method and data collection technique helps to provide a streamline process and path to analyze objectives and answers the research questions. There are two methods of data collec tion, one is primary data, and other is secondary data. In this case, study the secondary data used in order to solve the case. There are different techniques like interviews, questionnaire, document review, study of case files to collect the data; here we discuss the case study method. Study The source of data grew in their number and complexity day by day and the business has take allot of advantage from this advancement in the technology. It has reduced the workload on the employees as well as it help the senior manager in analyzing and collecting the important documents that help them in making important decisions. Microsoft excels. Microsoft power point, Microsoft word Microsoft access and CICS are some of the application that used effectively in the business world to manage their activities (Arnott Pervan G, 2005). The data available on web is sometimes so lengthy that the customer has to wait for it to get loaded. The inconsistency of data is a very important proble m that faced by different individuals. These problems create a lot of problem for the individuals, and to overcome various challenges a program named reporting and planning portal project launched. Reporting and planning portal project launched by the Customer Control Management Group that developed with the objective to plan and report different activities with the help of its various operations. This operation need a solution that will help to make the process speedy and automatic as this will help to aid the management of this operation. It help to forecast and also helps to make the long term planning for the contact application of customer and the operations of call center as this will improve the effectiveness of the business activities. This solution also helps to make the data retrieve effectively. The system performance is not easy to understand, it is as difficult to understand as to understand the behavior of humans. As it contain various factors that needed to moni tor continuously such as the interaction with customers, system is properly loaded and the customers do not affect by the poor services like drop of call, call centers are not mentioned properly etc Analysis In order to access the customer usage of IVR a business intelligence solution developed BI solution used to align the objectives and goals of organization with the system of IVR in order to save the cost. The BI solution helps the organization to determine the behavior of the user and to analyze the solution or decisions critically in order to improve the organization performance. See Appendix 1. An operational portal was developing by the Xrivia that helps the senior management in order to keep an eye on the channels used to contact customers. The senior management gets the region information, channels to contact customers, and the line of business, whereas the regional managers not provided with any such kind of information When organization provide customized serv ice, the customer feels valued so Xrivia develop a technique named customized data analytical and reporting solution that are used especially in the call centers in order to manage their operations. It helps to analyze the contact data of customers that helps the call centers and customer support management to deal with their customers. All these methods are use by the organization in order to improve the performance of the organization, as this will help the organization to satisfy his customers. One of the solutions provided by Xrivia is the key performance indicators that helps to improve the various operations of call centers and to help in various activities like to mange customer profile, agent analysis, and helps to satisfy customers. The industry specialist develops the KPI technique in order to measure the operations of call centers and to analyze them. (A Success in Business Intelligence, n.d.) The intuitive dashboard are used to display the charts and graphs, that f urther help to clarify the concept by the help of these charts and graphs that are displayed at web. Performance statics, channel detail, customer interaction, agent performance, quality performance matrix are some of the services that Xrivia are providing and, these are the key performance indicators that provided to different customers. The new solution helps to download on demand and analysis reports in excel sheet that helps the manager of the call centers to manage, organize, retrieve, aggregate, arrange, and help to present the data in a multi dimensional manner as per the requirements of the customers. The portal is access by almost 800 users that are mostly the executive, senior managers and the supervisors (Rouhani S, 2012) These solutions are not difficult and the user needs a minimum training session in order to use them effectively. The online help can also used by the customers in order to understand the information on portal. A large number of information is pres ent at portal that includes the interaction with the customers and provides large number of information that cannot managed manually. Conclusions and Recommendations The performance of the organization can improved if the business observed and analyzed properly. The use of the technology helps organization to not only reduce cost but also helps to increase profitability and help to retain customers. The custom business intelligence and technology solutions helped many strategic businesses to do their business in a successful way. References A Success in Business Intelligence. (n.d.). Retrieved from https://www.xtivia.com/pdfs/Case-BusinessIntelligence_2008.pdf Business Intelligence Solution Implementation for Non-Profit Organization. (n.d.). Retrieved from XTIVIA: https://www.xtivia.com/business-intelligence-a-data-warehousing/dw-bi-case-studies/581-business-intelligence-solution-implementation-for-non-profit-organization Rouhani S, A. S. (2012). Business Intelligence Concepts and Approaches. American Journal of Scientific Research, 50(2012), 1450-223. Xtivia Brings Business Together in Many Industries. (n.d.). Retrieved from Xtivia : https://www.xtivia.com/about-xtivia/industries Appendix 1 Business Intelligence

Domestic Violence And Sexual Abuse - 1857 Words

Intimate partner abuse has more commonly and it typically has been called domestic violence or spouse abuse. This type of abuse describes any physical, sexual, or psychological harm by a current or former intimate partner or spouse. The definition of intimate partner abuse is any intentional act or series of acts that cause injury to the spouse or intimate partner. Usually the abuse starts as psychological abuse and then gradually turns into physical and possibly sexual abuse. Another reason why it is called domestic violence is that a husband, ex-husband, boyfriend, or ex-boyfriend often causes it. Although women can also be the abusers it is more common for the women to be the victims. In this paper we will discuss an interview that was conducted of a victim of domestic violence. First we will discuss the victim’s background and what her childhood was like, then we will discuss the abuse that she faced, and finally we will discuss what was learned from the interview. The vic tim’s background was a normal childhood. She grew up in a family of 6. She had two brothers and one sister. Her mom and dad were high school sweet hearts and were married before they were 18. Her mom was a stay at home mom and her dad worked. She advised that her dad was the breadwinner and her mom stayed at home for the children and to take care of the household needs of the family. She advised that her mom was always there when they needed anything. The family did not have much money growing up butShow MoreRelatedDomestic Violence And Sexual Abuse881 Words   |  4 Pagesallegations of domestic abuse against current players. In it, a woman phones the police, forced to pretend to be ordering a pizza in order to not raise suspicion from her abuser, who is in the room with her. The creator of the commercial, No More, is an advocacy group that is working to end domestic violence and sexual abuse. 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Domestic violence includes physical abuse, sexual abuse, emotional abuse, and exploitation; therefore, this is in relation to â€Å"intimate partner violence, battering, relationship abuse, spousal abuse, or familyRead MoreDomestic Violence And Sexual Abuse1431 Words   |  6 PagesDomestic violence by definition is a violent or aggressive way of being within the confines of the home; in most occasions it is typically involving the violent abuse of a spouse or partner. There are various cues that display an abuse relationship; domestic violence is just the definition of the type of abuse itself. Abusive individuals that are most likely to commit domestic violence actions are said to need to feel in charge of the relationship. They will make decisi ons for you and the familyRead MoreDomestic Violence And Sexual Abuse1456 Words   |  6 PagesDomestic Violence is violence between intimate partners. Intimate partners can be people who live together or people who are currently dating or have dated in the past. â€Å"Perhaps a better definition of domestic violence is emotional abuse, physical abuse, or sexual abuse between people who have at some point in time had an intimate or family relationship.† (AAETS). Emotional abuse is when an intimate partner has continuously criticized you, manipulated you with lies, and humiliated you in public orRead MoreDomestic Violence And Sexual Abuse2157 Words   |  9 PagesWhat is considered â€Å"Domestic Violence†? Can just about anyone claim they are victims of Domestic Violence or is there certain types of people that classify for it? Not anyone can claim domestic violence, one must have actual proof of being beaten or abused. Domestic violence is a pattern of behavioral or mental abuse, which involves acts of violence by one person against another in a domestic context, such as in marriage. Intimate partner violence is domestic violence against a spouse or other intimateRead MoreDomestic Violence And Sexual Abuse2537 Words   |  11 Pagesonce spoiled with turn into howling screams and name-calling. The flattering gifts turn into physical abuse. This relationship is referred to as domestic violence or intimate partner violence. This happens when a partner or significant other declares power, authority and control over the other partner. To maintain this authority and control, the abusive partner uses emotional, physical or sexual abuse over his victim (Alters 27). Victims will desperately look for an exit out of this relationship, butRead MoreSexual Abuse And Domestic Violence790 Words   |  4 PagesPeople who experience sexual abuse or domestic violence always blame themselves due to guilt and low self-esteem, also because the abuser is very domi nant and can make the victim believe that it’s their fault. As Lievore suggested a few number of personal barriers: ïÆ' ¼ Humiliation, awkwardness; ïÆ' ¼ Thinking that what their partner is doing is not a crime and shouldn’t be report as they’d refuse to testify against them. ïÆ' ¼ They don’t want other people knowing. ïÆ' ¼ Blaming themselves or believe that otherRead MoreScenario: Domestic Violence and Sexual Abuse Essay example866 Words   |  4 Pagessituations and help them cope with past experiences. I selected scenario number two. The personal information I would collect from this client is basic demographic information, personal background such as family, trauma history, history of domestic violence or sexual abuse, marital status, financial situation, health, education, housing status, strengths, resources, and employment. I would also collect family history of mental health problems, client history of mental health problems, any hospitalization

Social Tension of the 1920s and Nativists Free Essays

Christopher Nieves The social tension of the 1920s was to a large extent due to backlash from Nativists and the KKK towards immigrants. With the immigrant surge threatening jobs and tainting the white Anglo-Saxon society, the idea of nativism began to proliferate through the minds of native born Americans. Social conflicts often came to violent ends by the hands of members of the â€Å"Ku Klux Klan†, they too had a nativist mindset however they focused primarily on African Americans but harbored hatred towards anyone who is not of Anglo-Saxon descent. We will write a custom essay sample on Social Tension of the 1920s and Nativists or any similar topic only for you Order Now These two movements made for a dangerous society, and made matters even more difficult for penniless immigrants trying to survive. Starting up around 1890 but plateauing in the 1920s nativists and labor unions fought for immigration restriction. In 1921, an emergency immigration act was passed which established a quota system that decimated the amount of immigrants granted access to the States. America had never before seen such a surge of immigrants before, over 25million people over the course of thirty years, and this was the first time that Italians, Poles, Jews and Slavs had come to America in mass. Nativists worked to do anything they could to belay immigrant progress in society, and with the economic prosperity of the twenties they realigned their beliefs behind religious and racial nativism. Following the First World War, nativists throughout the twenties focused their attention of Catholics, Jews, and southeastern Europeans. These people were different than the immigrants that had come before in that they had much more difficulty assimilating with the language barrier and even in appearance. Difficulty communicating made getting a job and education much more difficult and for Hasidic Jews stood out with their distinct religious garb. When the migrants from England and Ireland and the like came over they could communicate much easier with Americans which significantly helped them out. Well over half of the American population before the immigrant surge could trace their lineage to either the British Isles or to Germany, these people also tended to be fair-skinned and Protestant. The racial concern of the anti-immigration movement was closely linked the eugenics movement that was gaining popularity in the twenties. Nativists grew more concerned with the racial purity of the United States, uch groups as the Ku Klux Klan were able to flourish as a result of this movement. The rebirth of the KKK or the second Klan was strongly due to the anti-immigrant attitude of America in the twenties, as it had basically died out after the civil war. They also tended to view the darker-skinned, Catholic or Jewish new immigrants as â€Å"inferior† and lacking the Anglo-Saxon temperament required to maintain a free society. F urthermore these â€Å"threats to society† lacked work ethic, self-discipline and could not be trusted not to throw their votes away to machine politics which were largely successful during this time period. The film The Birth of a Nation was released in 1915 glorified the KKK, and although its director didn’t intend to, the film helped gain the Klan popularity. At first the Klan like it always had focused on intimidating blacks, however focus turned towards Catholics, Jews and foreigners. The Klan devoted itself to purging American life basically of anyone not a white Anglo-Saxon, proving their devotion by lynching impure, foreign people and burning crosses. To say this hate was group engaged in â€Å"social conflicts† is an understatement. The economic prosperity of the â€Å"roaring twenties† overshadowed its escalating social tension. Although America was colonized by immigrants, the â€Å"nativist† movement worked to throttle immigration and ostracize migrants viewing them as impure and inferior. The hypocrisy of the entire movement is incredible. Extremist groups like the KKK took racism to a new level resorting to medieval tactics like lynching and cross burning. How to cite Social Tension of the 1920s and Nativists, Papers

Listo Systems the Challenge of a Growing Organization free essay sample

The Challenge of a Growing Organization Defining the Context Listo Systems, one of the world’s top graphic service companies, was established in the 1990s when technological advancements were increasing and creating a more competitive market. After going through a period of great success and growth, the company decided to hire a number of new employees and adding new layers of managers and supervisors. Defining the Key Issues or Problems The main issue is that Listo Systems has been growing too quickly, and the company has not been able to cope with this growth appropriately. Due to this situation, causal variables such as lack of proper training for new employees, management becoming less concerned with workers’ opinions and more concentrated on production and profit have eroded. As a consequence, there has been a lack of clearness regarding the company’s objectives and goals, and as a result of this there have been intervening variables such as decreasing employee motivation and productivity which provoked personnel turnover rate to increase and amount of sick days taken doubled. Applying Concepts Organizational Level 1: Key Players (Stakeholders) and Business Ideas (Purpose) In this level, â€Å"(†¦) implementing business ideas in the internal and external environment is affected by the stakeholders, key players, or factors whose helping or hindering roles determine success or failure to the organization. † This level involves establishing, refining and monitoring the vision of the company so it can synchronize stakeholders and key players with the business ideas and purpose of the organization. Listo System’s vision statement mentions that the company aims â€Å"to be recognized as a leader in supplying quality graphic design products and services (†¦) and to be respected by our clients and staff. † They also mentioned that they plan to do so by developing superior graphic design products and services for clients through state-of-the-art technology, innovation, teamwork, and leadership. Even though the company has well defined aims and goals, elevated personnel turnover and lack of proper training for new employees has caused workers to detach from the company’s objectives. In order to make sure that everyone (employees and key shareholders) is aware of the company’s goals and objectives, these should be re-established. In order to make workers stay focused, the goal-oriented behavior theory could be applied. This could be done by using the Hawthorne experiments theory. If the attention is brought back to the workers, they will feel like part of the company once again, and therefore make the company goals their own and attempt to reach these. Also, Homans’s Informal Work Groups will promote this sense of moving together in the same direction. By re-establishing the goals, and maintaining the employees focused and motivated, employees will respect the company. Once employees feel respect for the company, they will gain respect from clients, thus fulfilling the goals set in the vision statement. Organizational Level 2: Entity (Culture) Strategy (Mission) This level finds strategic initiatives carried out within the corporate culture. It involves defining, shaping (publicizing) and energizing the company’s vision by synchronizing the corporate culture and individuals with the strategies and mission. Due to the restructuring Listo Systems went through, employees have become detached from the company’s goals and as a result have become demotivated. In order to improve the coherence between the company’s corporate culture, individuals and the company mission, the stated mission needs to be energized. A concept that must be mentioned here is Maslow’s Hierarchy of needs. If this is applied, the reason why workers are underperforming is because they are not meeting the required level of social, self-esteem and self-actualization needs. This lack of completion of needs is due to the fact that people are constantly leaving the company, which does not allow a proper community to develop. Once this problem is solved, employees will be more motivated as they will feel more comfortable in this new environment of closer friends and trust. This lack of motivation from the employees could also be explained with McGregor’s Theory X and Theory Y. Before, the company was under a Theory Y model, where employees were constantly asked for their opinions regarding direction of the company. Now, management is less concerned with their opinions and more directive orders are being given. If employees are treated in a Theory X way, they will lose the motivation they had as they will feel they are no more than some cogs making the machine run. This will clearly have an impact on the company culture, however, if we want this negative impact to be smaller, we could ask the managers to return to the Y theory form, and inform new managers that this is a theory Y company with some control over goal-oriented employees. This way not only first line worker will feel comfortable, but managers will also feel safe. Once both parties have their needs fulfilled, they will be motivated and will automatically energize the company mission. Organizational Level 3: Departments (Units) Key Results (Success Factors) Level three communicates key results and success factors to the organizational units and department divisions. The leadership challenges at this level are: involving, facilitating, and communicating the vision in order to synchronize organizational units and department division to achieve its goal (key results). Since the restructuring of the company made the workers detach from the â€Å"Listo family† and feel uninvolved, the company should try to make the workers feel more involved again. Once this is done, they will feel motivated to work for the common good again. As individuals start working for the common good, they will become more mature and as a result will be promoted (Argyris’s Maturity Theory). This way, employees will be more involved in the managerial position to which they were promoted, and it will also serve as an example for other employees to follow and look up to. Organizational Level 4: Teams Entity (Groups) Goals (Objectives) Level four suggests that goals are achieved by teams. This is done through focusing, unifying, and connecting the vision. In this particular case, Listo Systems’ main aim should be to connect team members with each other as well as with the team’s goals. Once again, goal-oriented behavior should be applied. This method will help motivate the workers, which will be beneficial for both individuals as well as the company. Also, connecting workers inside groups will help increase performance and as a result motivation. Since the current environment is a Theory X one, workers are in a controlled environment, with a highly structured system. This, according to the theory of interpersonal competence, is causing individuals to maintain only superficial relationships, and as a result not fulfilling their self-esteem and social needs. If management is encouraged to promote group work, workers will have to interact more and become more involved with each other, the decision-making process, and the company. Organizational Level 5: Individuals (People) Tasks (Jobs): In level five, tasks are performed by people. It involves enabling, engaging, and empowering the vision. The proper leadership challenge response to be applied is engaging. As we know, due to the restructuring of Listo Systems, employees have been detached from the company and its goals. Employees are demotivated and because of this they feel like changing jobs. According to the expectancy theory, if the relationship between the amount of effort invested and a task is positive, the worker will be motivated. The complication of the company’s organization and increase in manager layers have made the employees hold a much smaller position. The employee, who was used to putting a certain amount of effort into the job, has less decision-making power and less important position, which decreases the effort/task achievement ratio. This will cause the employee feel less important in turn and as a result less motivated to contribute with his effort. Another theory that could be applied is Herzberg’s Motivation-Hygiene Theory. Since the employees were receiving recognition, this was working as a motivator. Nevertheless, once this recognition from part of the company stopped, there was no extra motivator. Alternative Courses of Action An alternative course of action could be to eliminate some of the manager layers and simplify the organization’s structure. This will increase the level of participation from employees at the bottom of the hierarchy and as a result motivate them. Another option would be to encourage a combination of goal-oriented behavior and promotion of group work. This way employees’ motivation will increase due to self-esteem and social needs being fulfilled, and the sense of belonging to the â€Å"Listo family† will provoke everyone to move in the same sense and aim towards the same goals. Something else that could be done is to give clear individual smaller tasks to each department. A theory Y must be maintained in the way of treating employees at the bottom of the hierarchy, however some of theory X must be applied as employees will need to be subtly controlled and assisted in order for them to reach the department or group’s task. Once again, the Hawthorne Studies theory could also be applied. Employees should be asked for their opinions and make them feel like they are being considered. However, a CII managerial decision style should be used. The problem should be shared with the workers so managers can get their ideas and suggestions, but keep the decision-making part for the top part of the hierarchy, as lower ranked workers might not be able to see the bigger picture. Choosing a Course of Action Listo Systems needs to encourage goal-oriented behavior. This implies that goals must be re-established and made clear. This will help ameliorate workers’ motivation level and as a result their performance. Also, Theory Y must be applied when treating workers at the bottom of the hierarchy. This will fulfill workers’ self-esteem needs, and in exchange energize them to work towards the goal. The company must also promote group work. However, they must aim to connect the individuals’ and groups’ smaller tasks with the main goals the company has. Finally, management must try to keep the employees involved in the decision-making process. Nevertheless, a CII managerial decision style must be kept, this way new ideas and solutions will be brought up by the lower ranked workers, but in the end managers will be the ones making the decisions. This will make employees feel more involved and part of the company. Developing an Action Plan In Organizational Level 1, the company needs to re-establish the company goal and control and support the workers on their way to the goal. Employees at the bottom of the hierarchy will need to be treated in a Theory Y manner, but managers will need to maintain a slight form of Theory X because of the control required. In Organizational Level 2, if the company wants to energize their vision, they will have to energize their employees first. In order to do so, they’ll need to treat their workers according to Theory Y and promote group work to fulfill their social and self-esteem needs. In Organizational Level 3, the company needs to increase the employees’ involvement with the company. In order to do this, management should use the Hawthorne Studies as an example, which also involves treating workers in a Theory Y manner. Group work could also be applied at this level. In Organizational Level 4, Listo Systems needs to connect workers with each other as well as workers’ and work groups’ individual goals with the company’s main goal. In order to do so, goal-oriented behavior must be encouraged. This way, workers will stay focused on goals and productivity will increase. In Organizational Level 5, the company needs to focus on engaging workers in their individual tasks. This can be done through goal-oriented behavior and by recognizing the employee’s progress and work, which would work as a motivator for them. All these changes would improve overall performance of the company and maintain the same level if employees are kept motivated properly. As a result, employee satisfaction would also increase, decreasing the personnel turnover, also maintaining the company’s goals clear for the satisfied employees.