Service Quality in Management

Service quality refers to the outcome of a certain service relative to expected performance. Service quality determines the impact that an organization has on its customers. In addition, it determines its economic competitiveness in the market. High competition in the global markets has prompted organizations to focus on providing service of high quality to their customers.Advertising We will write a custom essay sample on Service Quality in Management specifically for you for only $16.05 $11/page Learn More Organizations are always in search for different ways that can help them to gain competitive advantage over their competitors. Service quality management is one of the strategies that many companies are employing today in order to deal with the challenges of deregulation and high competitiveness. There are several reasons that render management of service quality important. Quality of service is one of the ways used to gain customer loyalty, sustain growth and earnings, and counter global competition. Offering services of high quality is necessary because it wins customer loyalty, which is an important aspect of growth for any business. Moreover, providing quality service contributes significantly to retention of customers by a company. Low quality of service leads to customer defection, which results in decline in earnings and renders a company incapable of competing effectively. Customers use aspects such as reliability, performance, competence and durability to determine the quality of service provided by a company. Service quality has several dimensions that managers should incorporate in their management system. These include reliability, responsiveness, access, courtesy, competence, credibility, communication, and understanding. In order for employees to offer quality service, they should offer services accurately and in a dependable manner, be ready to offer prompt services when needed, possess adequate knowledge to enab le them to offer certain services, and should be readily accessible to customers. Managers should ensure that employees are polite, considerate, and friendly to customers. Customers evaluate the quality of service according to how they are treated and the level of satisfaction of their needs. In addition, quality service can be provided by inculcating the ideals of honesty, trust, and responsibility in employees. It is important for employees to know and understand the needs of customers in order to be able to satisfy them fully.Advertising Looking for essay on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More Providing high quality service involves satisfying the needs of a customer fully, and at times exceeding a customer’s expectations on service delivery. A company’s management can use several ways to improve service quality and ensure that customers are fully satisfied. Managers should design their servic es with the aid of their customers, promote teamwork in order to encourage improvement of service quality, and set service quality as one of the organization’s goal. In addition, employee training on customer satisfaction and service quality is important. Training helps employees to learn the important aspects of offering quality service. Customer satisfaction is an important feature of ensuring high quality service. Therefore, managers should obtain feedback from customers on their evaluation of the quality of service and use the feedback to develop strategies that facilitate improvement of their service. Managers determine the quality of service immensely since they set the expected standards of service delivery that are followed by employees. In setting these standards, it is necessary for them to involve customers and employees. Methods that managers could use to improve service quality include guaranteeing, statistical process control and active involvement of customers. Moreover, service quality improves customer satisfaction and increases an organization’s earnings. Therefore, customer involvement in evaluating the quality of service is important. This essay on Service Quality in Management was written and submitted by user Seamus Beck to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.

The Best College Essay Length How Long Should It Be

The Best College Essay Length How Long Should It Be SAT / ACT Prep Online Guides and Tips Figuring out your college essay can be one of the most difficult parts of applying to college. Even once you’ve the prompt and picked a topic, you might wonder: if you write too much or too little, will you blow your chance of admission? How long should a college essay be? Whether you’re a terse writer or a loquacious one, we can advise you on college essay length. In this guide, we'll cover what the standard college essay length is, how much word limits matter, and what to do if you aren't sure how long a specific essay should be. How Long Is a College Essay? Check the Word Limit You might be used to turning in your writing assignments on a page-limit basis. (For example, a 10-page paper). While some colleges provide page limits for their college essays, most use a word limit instead. This makes sure there’s a standard length for all the essays that a college receives, regardless of formatting or font. In the simplest terms, your college essay should be pretty close to, but not exceeding, the word limit in length. Think within 50 words as the lower bound, with the word limit as the upper bound. So for a 500-word limit essay, try to get to somewhere between 450-500 words. If they give you a range, stay within that range. College essay prompts usually provide the word limit right in the prompt or in the instructions. For example, the University of Illinois says: â€Å"Explain your interest in the major you selected and describe how you have recently explored or developed this interest inside and/or outside the classroom. You may also explain how this major relates to your future career goals. If you're applying to the Division of General Studies, explain your academic interests and strengths or your future career goals. You may include any majors or areas of study you're currently considering. Limit your response to 300 to 400 words.† See, it’s right in the prompt- they even gave you a word range to stay within! The shortest word limits for college essays are usually around 250 words (less than half a single-spaced page). Rarely will you see a word limit higher than around 600 words (over one single-spaced page). College essays are usually pretty short: between 200 and 650 words. Admissions officers have to read a lot of them, after all! Weigh your words carefully, because they are limited! How Flexible Is the Word Limit? But how flexible is the word limit? What if your poignant anecdote is just 10 words too long- or 100 too short? Can I Go Over the Word Limit? If you are attaching a document and you need one or two extra words, you can probably get away with exceeding the word limit a teeny tiny bitty amount. Some colleges will actually tell you that exceeding the word limit by 1-2 words is fine. However, I advise against exceeding the word limit unless it’s explicitly allowed for a few reasons: First, you might not be able to. If you have to copy-paste it into a text box, your essay might get cut off and you’ll have to trim down anyways. If you exceed the word limit in a noticeable way, the admissions counselor may just stop reading your essay past that point. This is not good for you. Following directions is actually a very important part of the college application process. You need to follow directions to get your letters of recommendation, upload your essays, send supplemental materials, get your test scores sent, and so on and so forth. So it’s just a good general rule to follow whatever instructions you’ve been given by the institution. Better safe than sorry! Can I Go Under the Word Limit? If you can truly get your point across well beneath the word limit, it’s probably fine. Brevity is not necessarily a bad thing in writing just so long as you are clear, cogent, and communicate what you want to. However, most college essays have pretty tight word limits anyways. So if you’re writing 300 words for an essay with a 500-word essayask yourself: is there anything more you could say to elaborate on or support your points? Consult with a parent, friend, or teacher on where you could elaborate with more detail or expand your points. Also, if the college gives you a word range, you absolutely need to at least hit the bottom end of the range. So if you get a range from the institution like 400-500 words, you need to write at least 400 words. If you write less, it will come across like you have nothing to say, which is obviously not an impression you want to give. Don't let this sinister hand stop you from writing everything you have to say! What If There Is No Word Limit? Some colleges don’t give you a word limit for one or more of your essay prompts. This can be a little stressful, but the prompts generally fall into a few categories: Writing Sample Some colleges don’t provide a hard-and-fast word limit because they want a writing sample from one of your classes. In this case, a word limit would be very limiting to you in terms of which assignments you could select from. For an example of this kind of prompt, check out essay Option B at Amherst: â€Å"Submit a graded paper from your junior or senior year that best represents your writing skills and analytical abilities. We are particularly interested in your ability to construct a tightly reasoned, persuasive argument that calls upon literary, sociological or historical evidence. You should NOT submit a laboratory report, journal entry, creative writing sample or in-class essay.† While there is usually no word limit per se, colleges sometimes provide a general page guideline for a writing samples. In the FAQ for Option B, Amherst clarifies, â€Å"There is no hard-and-fast rule for official page limit. Typically, we anticipate a paper of 4-5 pages will provide adequate length to demonstrate your analytical abilities. Somewhat longer papers can also be submitted, but in most cases should not exceed 8-10 pages.† So even though there’s no word limit, they’d like somewhere in the 4-10 pages range.High school students are not usually writingpapers that are longer than 10 pages anyways, so that isn’t verylimiting. Implicit Length Guideline Sometimes, while there’s no word (or even page) limit, there’s still an implicit length guideline. What do I mean by this? See, for example, this Wellesley supplemental essay prompt: â€Å"The required Wellesley ‘Writing Supplement,’ asks you to respond to the following topic in two well-developed paragraphs. When choosing a college community, you are choosing a place where you believe that you can live, learn, and flourish. Generations of inspiring women have thrived in the Wellesley community, and we want to know what aspects of this community inspire you to consider Wellesley. We know that there are more than 100 reasons to choose Wellesley, but the ‘Wellesley 100’ is a good place to start. Visit the Wellesley 100 (www.wellesley.edu/admission/100) and let us know, in two well-developed paragraphs, which two items most attract, inspire, or energize you and why.† There’s no page or word limit here, but it does say to respond â€Å"in two well-developed paragraphs.† This gives you an idea of what’s reasonable. â€Å"Well-developed† certainly means the paragraphs can be long, but even two long paragraphs shouldn’t exceed 500 words or so.That’s what I mean by an â€Å"implicit† word limit- there is a reasonable length you could go to within the boundaries of the prompt. But what's the proper coffee-to-paragraph ratio? Treasure Hunt There is also the classic â€Å"treasure hunt† prompt. No, it’s not a prompt about a treasure hunt. It’s a prompt where there are no length guidelines given, but if you hunt around on the rest of the website you can find length guidelines. For example, the University of Chicago provides six â€Å"Extended Essay† prompts. They are required, and you must choose one, but nowhere on the page is there any guidance about word count or page limit. However, some googling about UChicago essay prompts led me to a post about the essays on the UChicago admissions blog. That post says at the end, â€Å"We ask simply that your essay is somewhere in the realm of 500-650 words, or about 1-2 pages single or double spaced (and we’re flexible- don’t take this as license to write a 14-page tome, but know that we won’t stop reading at 651 words if you need an extra verb).† So there you go! You want to be (loosely) in the realm of 500-650 words. Help! There Really Is No Guidance on Length If you really can’t find any length guidelines anywhere on the admissions website and you’re at a loss, I advise calling the admissions office. They may not be able to give you an exact number (in fact, they probably won’t), but they will probably at least be able to tell you how long most of the essays they see are. (And keep you from writing a panicked, 20-page dissertation about your relationship with your dog). In general, 500 words or so is pretty safe for a college essay. It’s a fairly standard word limit length, in fact. (And if you’re wondering, that’s about a page and a half double-spaced.) 500 words is long enough to develop a basic idea while still getting a point across quickly- important when admissions counselors have thousands of essays to read! "See? It says 500 words right there in tiny font!" The Final Word: How Long Should a College Essay Be? The best college essay length is usually pretty straightforward: you want to be right under or at the provided word limit. If you go substantially past the word limit, you risk having your essay cut off by an online application form or having the admissions officer just not finish it. And if you’re too far under the word limit, you may not be elaborating enough. What if there is no word limit? Then how long should a college essay be?In general, around 500 words is a pretty safe approximate word amount for a college essay- it’s one of the most common word limits, after all! Here’s guidance for special cases and hunting down word limits: If it’s a writing sample of your graded academic work, the length either doesn’t matter or there should be some loose page guidelines. There also may be implicit length guidelines. For example, if a prompt says to write three paragraphs, you’ll know that writing six sentences is definitely too short, and two single-spaced pages is definitely too long. You might not be able to find length guidelines in the prompt, but you could still hunt them up elsewhere on the website. Try checking FAQs or googling your chosen school name with â€Å"admissions essay word limit.† If there really is no word limit, you can call the school to try to get some guidance. With this advice, you can be sure you’ve got the right college essay length on lockdown! Hey, writing about yourself can even be fun! What's Next? Need to ask a teacher or friend for help with your essay? See our do's and dont's to getting college essay advice. If you're lacking in essay inspiration, see our guide to brainstorming college essay ideas. And here's our guide to starting out your essay perfectly! Looking for college essay examples? See 11 places to find college essay examples and 133 essay examples with analysis! Want to improve your SAT score by 160 points or your ACT score by 4 points?We've written a guide for each test about the top 5 strategies you must be using to have a shot at improving your score. Download it for free now:

Organizational Business Assignment Example | Topics and Well Written Essays - 1250 words

Organizational Business - Assignment Example You should take sometimes before you start changing the employees status quo, these period when you are acclimatizing to your new leadership position is vital in the sense that it gives you an opportunity to know why certain activities are taking place. Once this is established, you will know the approach to take so that tour actions do not generate friction with the employees (Yukl 156). The other guideline is the identification of the informal officials amongst the employees, these officials wields enough powers to influence the decision of the other employees. With regard to that, a good leader should earmark such people and develop friendship with them so that your actions do not internally antagonized. As a leader, it is also essential to have the basic history about your employees on the successes they had accomplished sometimes back and using them as examples for achievement of future goals. When this is done the employees do have the feeling that they are recognized and this motivates them. A leader should also endeavor to interview employees, when employees as this can enable them to get hidden information on what to do to increase efficiency at the work place. Lastly, a good leader needs to set goals to the employees, now that all the employees are understood and you have adapted to the system, it becomes easier to win the trust of the employees. Setting of the goals should also be done in consultation with the employees so that it does not appear as they are on the receiving end (Yukl 167). Regarding the guidelines stipulated above, there is one that can be of great help to the company to which this project is aimed at; identification of the informal officials and developing a cordial relationship with them. The reason as to why I deem it necessary is the fact that in the company there are many informal organizations amongst the employees each with their leader. It is then possible that they believe these leaders and identifying and compromising them will be of great value to the company (Yukl 176). In an organization, conflicts are experienced frequently simply because there are many personalities involved coupled with the dynamic nature of human beings. Some conflicts are structural while others are personal. 1. The structural ones include poor communication where information flow is not clear and failure to execute plans arises due to this 2. Poor organization- this can also lead to conflict due to overlapping of duties causing absconding of duties by some employees. 3. Conflicting goals and objectives will definitely cause conflicts at work place as there is no one to blame for any inconsistency. The personal factors include; 1. Poor skills, this will lead to shifting of blames as no one will be willing to take liability 2. Stresses, employees with personal hangovers are troublesome and will always ignite conflicts at work place. 3. Ego, some employees have the tendency of not consulting on issues as they suppose that will be little them, in such cases they always error and this brew tension in the work place 2 b). In one occasion at the work place, we were assigned duties in groups of fives to ensure that a list of supplies is made ready for debit. In the due course, one of us brought a duly completed list as expected by the departmental head. On realizing this, we absconded doing the same on the premise that one of us has just done the duty, little

Film review in mythic and propagandistic aspects Essay

Film review in mythic and propagandistic aspects - Essay Example This was a period of incertitude for the Russians, during which communism was still unstable and so was the new Russia, hence the profound motivation for the Russian government’s use of propaganda to instill its political ethos in the Russian population. The film’s director Eisenstein takes great liberty and makes significant alterations to this historical record of events thus controlling the narrative structure and pacing of the film (Severson). This was Eisenstein’s attempt to create an effective and well-structured film that is not bound to the nuances of the historical record, but his key shots and scenes are in fact actual depictions of what took place in the Potemkin mutiny. The titular Battleship Potemkin was a true Russian navy ship and its crew that rebelled against their tsarist captain siding with the Bolshevics was a real record of the prototypical communist struggle before its eventual triumph in 1917 (Yahner). The sailors, who were the proletariats , are portrayed as the heroic everyman of the movie while the captain and the Tsarist soldiers, who were bourgeois, are scorned as the villains of the film. The film leverages on its fiery rhetoric and violent scenes to evoke anti-capitalism feelings in the audiences, while glorifying the communism philosophy. The film establishes its strong communist ethos through the character of Vakulinchuk, an Ukranian sailor in the Russian Navy who prior to his death in 1905 had served on the Russian battleship Potemkin and witnessed the events that had occurred. Similarly, the director further embellishes the films’ ethos through masterful editing skills rather than shooting the movie in a single scene-by-scene fashion as was the norm in the 1920s; Eisenstein pioneered most of the modern film editing techniques by flashing several characters and settings across the screen despite the limitation of technology at his time (Oheir). The fourth chapter of the film, the Odessa Staircase, beca me Eisenstein’s

Religious and Ethnic Groups Essay Example for Free

Religious and Ethnic Groups Essay Buddhism is a religious group as depicted from the world’s history that began in the 6th century BCE, in today’s Northern India. Buddhism was founded by a wealthy man of Indian dysentery called Siddhartha Gautama. Siddhartha Gautama’s main concern was to teach people how to realize great spiritual development. These teachings focus on areas like tradition/customs, beliefs, ethics, meditation and philosophy and making people more enlightened; Buddha means ‘to awaken’. To the religious group boast of a huge following of about 300million across the world including 0. 7 percent of U. S. A’s religious composition based on U. S’s Census Bureau Document (Seager, 2012). Buddhism is a religious group that differs broadly from other groups in America. The difference is eminent in the way they carry out various practice. Some examples are worship, beliefs, culture, doctrines, and in other routine practices. Buddhism, unlike other religious groups, believes in the existence of only one Supreme Being ‘God’. In contrast to most groups, Buddhism spirituality is of personal discipline rather than faith in ‘God’. A lot of differences may be present when attempting to draw a comparison between Buddhism and the other religious groups in America. Buddhists Experience in America Buddhism has received its fair deal of mixed reception from other religious avenue. Some people have good perception and understand their teachings seek to uphold good morals and values. Buddhism also seeks a harmonious co-existence with other people in society even if they are not practicing the same religion. Others have perceived them as having a bizarre view deeming its operation as being mysterious. Buddhism is unique in conducting their routine religious practices and beliefs. Some religious groups have upheld Buddhism, not as a religion but merely a philosophy (Seager, 2012). They have even incorporated some practices like meditation as an art of realization physical and emotional well being as yoga in pursuit of reliving off stress. They have also sorted in some Buddhism cultural element and used them to perfect their own religions. Contribution and Discrimination of Buddhism Historically in American culture Buddhism has contributed adversely in development of America’s culture. Many Buddhists doctrine and daily routine practices are borrowed and used to blend America’s culture. Example of such practice teachings of how people perceive life and attitude, changed Buddhism has mentored Great America’s scientists and philosophers (Seager, 2012). They borrow ideas from Buddhism teachings. Some of the ways in which Buddhism is practiced in America include stress reduction treatment. In addition, famous movies and songs based on Buddhism, such as Seven Years in Tibet, Little Buddha, The Matrix, and Star Wars, has helped the advertisement industry. Another instance is the Master Card commercial that shows an image of Woman Meditating. There is an increasing number of Americans who visit the Buddhist temples and also practice meditation in privacy. Buddhist Fellowship organization is a very large group that promotes peace, environmental advocacy, and conducts homeless and prison outreach. Buddhism has experienced discrimination minimally compared to other religious groups. Discrimination happens within its own religion and culture primarily against Buddhist women. All Buddhist women are ordained to follow laws and disciplines such as bhikkhunis. However, Buddhist nuns have come together to fight for their rights. The source of this prejudice was because the Buddhist nuns have increased in number and they want to eliminate them from the religion. Buddhism has helped me learn about meditation which can be used in reducing stress and as a way of relaxing. Asian Ethnic Group The Asian American comprises of a 5% of the American population (Espiritu, 2011). In the recent years, the Asian ethnic group is considered among the fastest growing group in America. The Americans refer to subgroups such as the Chinese, Filipino, Indians, Koreans, Japanese and Vietnamese. Most Asian Americans were born in America while others have been the immigrants who have settled in America. Asian differs from the other ethnic groups because from history Asians have continued to follow their religions, unlike many other groups. The Asian Americans are known for their diligence, strong family values and their respect for education, authority, and discipline unlike any other ethnic group in America. Asian American Contribution and Discrimination The Asian American has contributed greatly in the formation of American society. These contributions include constructions of railway, joining the military and protecting the Americans. Asians have also contributed in creating internet sites such as youtube and yahoo. The Asians have influenced other areas like fashion, religion, science and culture. For instance, the kung fu culture of the Chinese is greatly employed in Hollywood while creating action movies. Acts of discrimination towards Asian Americans in America are similar to other minority group. This racial discrimination bars the Asian American from participating in politics (Espiritu, 2011). The reason Asian Americans are discriminated against is Americans consider them foreigners. In conclusion, Buddhism is an Asian practice which the Asian have practiced almost all their lives, but this practice came to be known only in recent years. Discrimination of Asian Americans means that their religion, cultures, and practices are discriminated against. Buddhism is different from Asian Ethnic group because Buddhism is a practice done by the Asian communities. Discrimination should never be practiced in America because America is a multicultural society and the majority of people in America are citizens by birth. References Espiritu, Y. L. (2011). Asian American pan ethnicity: Bridging institutions and identities. Philadelphia: Temple University Press. Seager, R. H. (2012). Buddhism in America. New York: Columbia University Press.

Eighteenth Century Philosophers: A Comparison :: European Europe History

Eighteenth Century Philosophers: A Comparison The "Enlightenment" or the "Age of Realization" was an age of great advancement and reform for all of Europe and beyond. Great advancements were being made in the fields of science, philosophy, mathematics, and logic. Most people attribute these achievements to the social critics of that time, also known as the philosophes. These philosophes were controversial thinkers and pioneered the intellectual movements of the 1700's. They stood up for what they believed in, although they were constantly criticized and censured by many other people. Such philosophers include Descartes, Hobbes, Locke, and Voltaire. Although their beliefs violently contradicted, they were all working to change what they thought was wrong with their present government. They were four men who disagreed about almost everything, and yet they were working towards a common goal. This is how the Age of Enlightenment became a reality. Rene Descartes was a French philosopher, mathematician, and scientist. He was born in La Haye, France (now called Descartes) in 1595. Unlike some other Enlightenment thinkers, he relied on logic and math in his reasoning. He was educated at the Jesuit College of La Fleche. It is thought that his most important influence was a man named Isaac Beeckman. It was with this man that Descartes discussed math, philosophy, and physics. This man was his friend and trusted colleague. In 1618 Descartes served in the army of Prince Maurice of Nassau. It was Descartes theory that stated, "the discovery of proper method is the key to furthering scientific advancement." Descartes was responsible for a number of very influential works including Rules for the Direction of Mind, Le Monde (The World), Discourse on Method, Meditationes de Prima Philosophia (Meditations on the First Philosophy), The Principles of Philosophy, and Les Passions de l'ame (Passions of the Soul.) He coined the phrase, "Cogito E rgo Sum," in English meaning, "I Think Therefore I Am." Although Descartes died in Stockholm in1650, his words have lived on for many centuries and will survive through many more. Thomas Hobbes was born in London, England in 1588. He was educated at Oxford University in England where he studied the classics. In 1651, Hobbes wrote his most famous book, Leviathan. In this book he argued that most people were born evil and could not be trusted to govern themselves. He thought that a ruler needed to have complete control over his people to govern efficiently.

IBM Corporation Turnaround Essay

IBM leading the technology industry passed through several challenges in last few decades. IBM had undergone significant changes to ensure effectiveness of its business. Market competition and globalization of industry decreased the effectiveness of IBM requiring change in structure and work setting. IBM focused on its core competencies while successfully adopted new managerial structure placing emphasis on flexible decision making with increased responsibility on first line managers. Case Statement IBM was successfully leading the technology industry since its formation and profitably penetrated in various markets globally. However, the company expanded incautiously resulting in increased overhead cost; although profits were soaring but gradual change in demand by the end of year 1990 create significant financial problems for company depicted in huge losses for the consecutive three years. This case identifies the reasons which root to IBM condition in 1990 and sequential pattern of changes in structure which affected the financial performance of company. This case classifies the role of management in IBM performance and associated impact of overhead on company potential to grow. Basically, this case categorizes the problems which plunged the IBM to move towards failure and associated role of management. Situation Analysis of IBM under John Akers Leadership IBM was controlling approx. 70% profits of global technology industry in 1980s beginning era. However, during the last years of decade company was encountered with serious problems that affected the performance of company. John Akers, CEO of IBM appointed in year 1985, created significant changes in organization structure and work settings; defined new setting of decision making and operational procedures conforming his attitude and behavior. Company returns on assets and on equity started eroding and finally move towards negative return on business. IBM suffered with decreasing market share, loss of profits, negative perception building of customers towards IBM, increasing competition, and failures in product launch (Hitt et al. , 2007). IBM was striving hard to compete with new entrants in market, maintain its profitability level, and kept high market demand for its mainframe computers. Company was following bureaucratic structure, centralized decision making hindering to the growth of company. IBM overhead costs were momentous to industry average cost; overhead costs were three times of industry, company was offering high perks and benefits to employees, majority of employees were detrimental to work requirement, executives were not fully productive and were relying on junior members to perform their duties (creating unnecessary employment). Company had 125 data centers globally; internally organization was not proficient in IT management resulting in bad performance of IBM. Research department of IBM appeared unable to design products in consideration of customer demand which created significant problems in the beginning of 1991 (Hitt et al. , 2007), pushing company towards change in management structure, and requiring large scale operational change in organization to cover up its cost from current demand level. SWOT Analysis of IBM IBM is operating globally leading the industry with its unmatched solution compare to competitor’s offerings remarking the business performance. A brief SWOT analysis of IBM is as under: Strengths IBM offers a range of solutions to numerous businesses which differentiated it from competitors. IBM was dealing in mainframes, mainframe storage, single user personal computers, minicomputers, and client/server solutions. Company was soaring high profits from the industry, therefore spending high amount on R&D to invent and design products in consideration of future demand (Hitt et al. , 2007). IBM has strong brand image which increases the company sustainability and efficiently penetrate in competitive markets. Company had effective teams of personnel; reach to customers was valuable due to high value propositions. Weaknesses IBM was following bureaucratic structure and senior executives were running the operational decisions; limited decision making power reduced the innovation and hindered the growth of company. Company had employed unnecessary people to fulfill job tasks, increasing the cost. However, senior management members were relying on junior/support members for reporting purposes which resulted in refined information flow necessary for organization function irrespective of challenges that can be faced in long run. Executives’ remuneration was very high compare to services in return to organization; overhead costs dramatically increase as different competitors entered in industry (Hickman, 2006). IBM did not focus on offering of browser and network integration application which revolutionized the industry in early 1990s; however investing in OS/2 operating system resulted in financial losses. Opportunities IBM being one of the giant leaders of technology industry secures high profits and market share. This provides company an opportunity to overtake small business entities to offer diverse and complete range of products to customer (one stop solution). Competitors were investing huge amount on new products creation which IBM can use in its product portfolio to reach global consumers to increase brand value. Threats New competitors which include DELL, ACCENTURE, COMPAQ and MICROSOFT focused on offering computer products at cheap prices (Hitt et al. , 2007); IBM rely on Intel for some of its core physical component supply; IBM customer relationship management strategy; inefficiency of R&D to design innovative solution; market globalization and organization structure created direct threats to IBM market share.