Relationship Management - Free Essay Example

Sample details Pages: 12 Words: 3628 Downloads: 1 Date added: 2017/06/26 Category Statistics Essay Did you like this example? Proposed Working Title Does Customer Relationship Management (CRM) build stronger bonds with the customers and help provide quality services in a doctors surgery at Camden? - A case study of NHS Research Background and Context I have chosen this topic in order to find out what are the key issues that are important for successfully running a doctors surgery. We have been seeing that there are always patient dissatisfaction and complain about the services, both clinical and non-clinical. Don’t waste time! Our writers will create an original "Relationship Management" essay for you Create order Hypothesis The hypotheses that will be tested in this research are as follows: 1. To analyze what aspects of CRM strategies are missing in running this doctors surgery. 2. To identify what benefits can be attained by completely implementing CRM at PPCC 3. To what extent the employees are playing their role according to CRM strategies. 4. To look in various models, strategies, theories and methods that can be used to make the services effective at doctors surgery. Organisation Background Partnership Primary Care Centre (PPCC) The Surgery has been established in 1973 for the people who are living in the housing. It was named Fairweather House Surgery. Initially it had 250 patients from the housing. Dr. Morris Davies was founder General Practitioner (GP). In 1976, Dr. Diane Rosenthal, Dr. Jonathan Rosenthal, Dr. Enid Greenbury and Dr. Wil Cupola took over from Dr. Morris Davies and this Surgery was under Camden and Islington Primary Care Trust (PCT). In 1976 Camden and Islington PCT allocated more patients and gave a practice boundary that is a catchment area. In 1976, GPs appointed a practice nurse who used to do child immunisation, dressing, and cervical smear. In 1988 Dr. Wil Cupola left the surgery and Dr. Ian Hopkinson joined the surgery as a partner and there were 8 sessions of doctors and 5 sessions of nurses. GPs decided to register more patients and in 2003 total registered patients were 1900. It was difficult to offer more services from the small premise, so GPs had several meeting with the PCT to move to a bigger building. During this time, Camden and Islington PCT divided into two and this surgery came under Islington PCT who decided to move the Surgery in a bigger premises. Meanwhile, one of the local GP died and another GP went for retirement. In 1st October of 2003, Fairweather House Surgery shifted to newly built premises and named the surgery as Partnership Primary Care Centre (PPCC). After moving to this new premise, there are now 16 consulting session of doctors, 10 nurses session and 5 health care assistant sessions. Now the total registered patient is 3300 and growing everyday. (Source: Mr. Rashidul Hasan: Practice Manager and Mrs. Heather Johnson: Ex-Practice Manager at PPCC) Services Offered at PPCC Services that are offered by PPCC are personal doctoring, urgent medical problems, out of hours emergencies, home visits, talking to a doctor or nurse on the telephone, family planning services , antenatal care , child health surveillance, screening and health promotion, travel immunisations advice, sexual health for teenagers adults, quit smoking advice, alcohol advice , advice on drug problems, test results, repeat prescription service, interpreting services, careers needs and special nurse-led clinics available that include asthma/COPD clinics, diabetic clinic, cervical smears, childhood immunisation, family planning, heart disease/stroke prevention, well person checks. (Source: PPCC leaflet) Customer Relationship Management System at PPCC The surgery uses patient data storage system called VISION that is the most popular GP data storage system in the country. It has been maintained by the company called INPS. It holds all the information about the patients who are registered with PPCC. It holds the name, date of birth, address, telephone numbers and obviously the medical information. This system is also linked with the Whittington Hospital in order to receive test results including X-rays that are transferred electronically to the surgery. Rationale for the chosen topic I have selected Customer Relationship Management (CRM) because it is one of the best and most popular methods of developing stronger bonds with customers (in this research my customers are the patients who come to the doctors surgery). It can be said that if there is no patients then there is no need of doctors surgery, that is no patient, no business. By the implementation of CRM strategies, PPCC can become one of the role model for other doctors practices. Customer satisfaction is the core of any business and when it comes to patients, it is a must. Research Questions- Formulation of researchable questions Like all research, my research also has an objective and to achieve that objective I have prepared a researchable question. The most important question to me is: How effective will be customer relationship management strategies in providing quality services in doctors surgery? I will be focussing on this question through out my analysis of this research. Some of the important concerns that will arise while answering this question are as follows: What is CRM? Usage of CRM? What are the organisational benefits of CRM? How successful CRM can be in providing quality services? To what level can customer satisfaction can be achieved? How the organisation can achieve competitive advantage by CRM? Research Aim The aim of this research is to determine the relationship between the CRM and the quality of services and does it build a stronger bond with customers. Research Objectives The main objective behind this research is to understand and identify the root cause of customer dissatisfaction with the services provided at the doctors surgery. This research will focus on the real life example of a London based doctors surgery called Partnership Primary Care Centre (PPCC). I will discuss about the implementation and benefits of CRM to PPCC. In order to achieve the above aim, the following research objectives have been set: To understand and identify the root cause of customer dissatisfaction with the services provided by the doctors surgery, To determine the variable factors that could influence customer satisfaction level, To determine how CRM can bring a positive change in the quality of service, To identify how implementation of CRM can benefits PPCC. Literature Review A literature review discusses published information in a particular subject area, and sometimes information in a particular subject area within a certain time period. For the purpose of this research, the literature review is on Customer Relationship Management (CRM). Customer Relationship Management (CRM) The better a business can manage the relationships it has with its customers the more successful it will become. In order to have a better understanding and knowledge about the customers needs and demands, customer relationship management strategies can be used. Customer relationship management (CRM) is not just the application of technology, but is a strategy to learn more about customers needs and behaviours in order to build up stronger relationships with them. As such it is more of a business philosophy than a technical solution to assist in dealing with customers effectively and efficiently. (www.xicom.biz , Accessed: 21/08/09) According to Armstrong and Kotler (2005) customer relationship management (CRM) is managing detailed information about individual customers and carefully managing customer touch points in order to maximize customer loyalty. CRM involves all of the corporate functions (marketing, manufacturing, customer services, field sales, and field service) required to contact customers directly or indirectly. The term touch points is used in CRM to refer to the many ways in which customers and firms interact. (Gray and Byun, 2001) The foundation of customer relationship management CRM is based upon identifying; understanding and being able to provide a better service to customers. CRM allows build a better relationship with customers, improving customer satisfaction and maximising profitability. It is about understanding, anticipating and responding to the exact needs of customers with a constant eye for making the services to them the best it can possibly be. The main target of CRM is to improve long-term growth and profitability through a better understanding of customer behaviour. (Source: www.customerrelationshipmanagementcrmuk.co.uk, Accessed: 21/08/09) CRM consists of three basic components: customer, relationship and management. (Roberts-Witt, 2000) Customer If there is no customer then there will be no profit now or in the future. But a good customer, who provides more profit with less resource, is always scarce because customers are knowledgeable and the competition is fierce. Sometimes it is difficult to distinguish who is the real customer because the buying decision is frequently a collaborative activity among participants of the decision-making process (Wyner, 1999). Information technologies can offer the skills to distinguish and manage customers. CRM can be thought of as a marketing approach that is based on customer information (Wyner, 1999). Relationship The relationship between a company and its customers involves continuous bi-directional communication and interaction. The relationship can be short-term or long-term, continuous or discrete, and repeating or one-time. Relationship can be attitudinal or behavioural. Even though customers have a positive attitude towards the company and its products or services, their buying behaviour is highly situational (Wyner, 1999). Management CRM is not an activity only within a marketing department. Rather it involves continuous corporate change in culture and processes. The customer information collected is transformed into corporate knowledge that leads to activities that take advantage of the information and of market opportunities. CRM required a comprehensive change in the organization and its people (Wyner, 1999). Specific software to support the management process involves: Field Service, E-Commerce Ordering, Self Service Applications, Catalogue Management, Bill Presentation, Marketing Programs, and Analysis Applications. They can be used to take the advantage of CRM, but keeping in mind that CRM is not about just technology but more about quality service. (Source: https://www.tupublicas.com/docs/12-44-15-02-2004-leyva.pdf, Accessed: 17/08/09) The core components of customer relationship management The content of a CRM strategy consists of six mutually dependent criteria (Donaldson and OToole, 2002) 1. Emphasis on quality: if we provide poor service we will lose our customers and ultimately business. The core product alone is no longer sufficient, and service quality is considered as the key to successful business. 2. Measure customer satisfaction but manage customer service: This implies understanding and defining the various benefits that a prospect expects prior to purchase and the management of the gap between expectations and performance after the purchase process. 3. Invest in people: Both internal and external relationships are important. Implementation of a relationship orientation can only come from the people in the organisation understanding the objectives set and meeting the required standards. 4. Maintaining dialogue with customers: Building long-term relationships is the key issue in CRM. Companies that listen and adapt to preferences of individual customers have a higher chance to retain them and make them loyal. 5. Setting realistic targets and assessing performance: Organisations must have an understanding of customer views of the various elements in the offering and the elements important to each individual customer. 6. Relationship-based interfaces: This means being in touch with both internal and external customers in a responsive and flexible manner. In practice, there is a gap between what firms do, what they should do, and what is most desirable to do. The means of communication should be adapted to the needs of the individual customer. (Donaldson and OToole, 2002) Types of Customer Relationship Management There are different variations in CRM approaches and they are all in different software packages focusing on different aspects. Some of the main types of CRM are as follows: Operational CRM Operational CRM is for front office business processes. It interactions with customers to gather and stored customer information, so that later staff can retrieve customer information as necessary. The reasons for storing this information are as follows: Managing campaigns Enterprise Marketing Automation Sales Force Automation Sales Management System Analytical CRM Analytical CRM makes strong use of data mining and other techniques to create useful results for decision-making Analytical CRM analyzes customer data for a many reasons and they are: Designing and executing targeted marketing campaigns Designing and executing campaigns, Analyzing customer behavior in order to make decisions relating to products and services Management information system In this stage the importance of fully integrated CRM software becomes most apparent because the more information the analytical software has available for analysis, the better is the predictions and recommendations are. Sales Intelligence CRM Sales Intelligence CRM is more or less like Analytical CRM, but is intended as a more direct sales tool. Features include alerts sent to sales staff regarding: Cross-selling/Up-selling/Switch-selling opportunities Customer drift Sales performance Customer trends Customer margins Customer alignment Campaign Management Campaign management includes elements of Operational and Analytical CRM. The functions include: Target groups formed from the client base according to selected criteria Sending campaign-related material to selected recipients using various channels. Tracking, storing, and analyzing campaign statistics, including tracking responses and analyzing trends Collaborative CRM Collaborative CRM consists of a companys dealings with customers that are handled by various departments within a company, such as sales, technical support and marketing. Staff members from different departments can share information collected when interacting with customers. Collaborative CRMs main focus is to use information collected by all departments to improve the quality of services provided by the company. (Edwards, 2007) Consumer Relationship CRM Consumer Relationship System is mainly for a companys dealing with customers handled by the Consumer Affairs and Customer Relations contact centers within a company. (Source: https://en.wikipedia.org/wiki/Customer_relationship_management, Accessed: 24/08/09) Benefits of Customer Relationship Management Exceptional customer service is about being aware of customer needs and reacting to them effectively. CRM facilitates to understand, anticipate and respond to customers needs in a consistent way, through out the organization. Practicing CRM requires an efficient and integrated internal business system. Many businesses benefit from the organizational discipline CRM imposes, as well as from the technology itself. CRM will help business if we view it as a set of tools that let us do more for, and get more from, our customer. CRM can: Develop better communication channels Collect vital data, like customer details and order histories Create detailed profiles such as customer preferences Deliver instant, company-wide access to customer histories Identify new selling opportunities To better serve customers, organizations must ensure that information can be accessed through one single source throughout the enterprise. (Source: https://www.is4profit.com/business-advice/it-telecoms/crm-customer-relationship-management_2.html, Accessed: 16/08/09) Business benefits of CRM Setting customer relationship management (CRM) solution in practice requires substantial time and expense. However, there are many potential benefits. A major benefit can be the development of better relations with the existing customers that leads to: Increased sales through better timing due to anticipating needs based on historic trends, Identifying needs more effectively by understanding specific customer requirements, Cross-selling of other products by highlighting and suggesting alternatives or enhancements, Identifying which of the customers are profitable and which are not. This can lead to better marketing of the products or services by focusing on: Effective targeted marketing communications aimed specifically at customer needs, A more personal approach and the development of new or improved products and services in order to win more business in the future. Finally this leads to: Enhanced customer satisfaction and retention, ensuring that the good reputation in the marketplace continues to grow, Increased value from existing customers and reduced cost associated with supporting and servicing them, increasing overall efficiency and reducing total cost of sales, Improved profitability by focusing on the most profitable customers and dealing with the unprofitable in more cost effective ways. Once the business starts to look after its existing customers effectively, focus can be shifted on finding new customers and expanding the market. The more we know about our customers, the easier it is to identify new prospects and increase our customer base. (Source: https://www.businesslink.gov.uk/, Accessed: 16/08/09) Customer privacy is an important issue in CRM. CRM deals with large amounts of customer data throughout various touch points and communication means. The personalization process in CRM requires identification of each individual customer and collections of demographic and behavioural data, this is the very information that most customers consider personal and private. The individual organisation gets into an ethical dilemma as it wants to collect as much information as possible about each customer to further its sales. It is a must to have the customer consent to avoid any future problems. Authorized personnel should only have the access to the stored information and data. Drawbacks of CRM As of any other topic there are some negative sides about CRM. According to a research study released in March, 2001 by the Meta Group (cited in Connor 2001), between 55% to 75% of CRM projects fail to meet management objectives. However, research undertaken by CRM Guru (The Blueprint for CRM Success 2002) indicates that the failure rate of CRM projects is 35 %. About 50 % of projects get a payback within 18 months. Research Methodology The two most common methods of data collection for any research are qualitative and quantitative. It is important to define qualitative and quantitative methods. Quantitative data is the term given to data that can be quantified where as qualitative data is the term given to data based on meanings which are expressed through words and language (Anderson, 2004). Both these methods will be used to gather data and information for this research. Interviews will be conducted with the staff members to learn about their ideas and opinions on what they can add to the existing services that they provide. If possible and permitted, then a group of patients will be selected and will be interviewed about what their expectations from the doctors surgery. A questionnaire will be prepared for conducting this research which will be given to the patients who come to take service to the surgery. All these descriptive, exploratory, ethnographic, qualitative and quantitative methods will be used to fulfill the requirements of this research. Data Collection Methods This study draws on both primary and secondary data, such as past customer satisfaction levels, as well as both qualitative and quantitative data. The main focus will be on the qualitative approach as well as observation. This is because my data analysis will be based on words rather than figures. In addition to this, an interview will be conducted on a focused group of patients as primary data source. Primary Data Collection Methods Primary sources are original works of research or raw data without interpretation or pronouncements that represent an official opinion or position. Included among the primary sources are memos, letters, complete interviews or speeches (in audio, video, or written transcript formats), laws, regulations, court decisions or standards, and most government data, including census, economic, and labour data, (Cooper and Schindler, 2003). For the purpose of my research, qualitative method of data collection is more appropriate. Qualitative research is centrally concerned with the understanding rather than the measurement things (Hague Jackson, 1996). Moreover it is believe that qualitative research provides data that is open to interpretation and argue. (Brassington Pettitt, 1996). The search will use a combination of structured and unstructured questionnaires during face-to-face in-depth interview that provide a mixture of closed and open-ended questions for ease and for the acquiring opt imum data. The interviews will be with the parties, the service providers and the service receivers that is the patients. Questionnaire and Interview Questionnaire will be one of the most important approaches that would be used in this research as it provides the simplest and fastest way of primary data collection. A questionnaire will be design to handout to all interviewees and this will give me the data I need to base my theories on. Interviews will be taken to collect data in which selected participants are asked questions in order to find out about their activities, thoughts or feeling about relative issues. The sample size will be 50 plus and of both sexes and of different age groups. Secondary Data Collection Methods Studies made by others for their own purposes represent secondary data, (Cooper and Schindler, 2003). This will include both qualitative and quantitative data as well as descriptive and exploratory research. Books, magazines, articles, journals and other kinds of publications will be used to gather the data. The libraries that will be used for resources are London School of Commerce Library, the British Library, City Business Library and Online Library of University of Phoenix. As this report is a case on NHS (National Health Service), the web sites of the NHS and PPCC will be used to get information about the doctors surgery. The information gathered on the secondary research will be presented in the literature review part of this research. Data Analysis The primary data that will be gathered through questionnaire as a form of quantitative analysis will be analysed by using the Microsoft Excel spread sheet. To have a better understanding of the data, they will be presented in Pie chart and Bar charts. The findings will be also put as percentage of the total sample size. The interview will be analysed as qualitative data as there will be opinions, suggestions and views of the participants. Resource Requirements Some of the expenses that would incur during the primary data collection would be for light refreshments for the interviewees and the expenses for secondary data would be for buying the referral books, magazines, printing and binding of the research. There will be also some additional transportation cost for travelling to the libraries. Time Scale Time is a crucial element for any kind of work and I believe that the dissertation can be completed according to the following time scale. Time Scale Week Activity 1 2 3 4 5 6 7 8 9 10 11 12 Submission of the Proposal Literature Review Interviews Updating Literature Review Data Collections and Questionnaire Data Analysis First draft of dissertation Revising draft Second draft of dissertation Final editing and preparing Final report ready

Aristotle And Heidegger s Theories About Ethics - 1525 Words

Aristotle and Heidegger have contrasting theories about ethics. As Heidegger wrote his theories two thousand years later, it comes to question, is Heidegger is just contrasting Aristotle because as later stated it is hard to achieve both theories at the same time. Aristotle main points are trying to pursue excellence with reason and Heidegger compares one s authentic self and inauthentic self. This paper is discussing each philosophical theory pertaining to ethics and how these two philosophers relate to each other. The Aristotle book â€Å"Nicomachean Ethics† goes deep in understanding of excellence and virtues and what humans strive to the highest good and pursue a life of gratification. Specifically, Aristotle makes a distinction between pursuing ends to a mean. As Schwab (2016, April 26) states, â€Å"To be worthy of choice requires that something either be an end, or serve an end.† He then discusses that we decide what we care about about is meaningful to us individually but overall makes us happy. For example, Aristotle states, â€Å"Hence its end will include the ends of the other sciences, and so will be the human good.† (Aristotle, 1094b5) Two ways of pursuing this is through good means and good ends. Although, the end might not always be what the original thought of it was. It might only be a stepping stone to reach the ultimate goal. As humans, we are always trying for the good that is superior than the rest. For example, pursuing an end to get a college education. 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Motivational Techniques Free Essays

Motivationals methods in Switzerland MOTIVATIONAL METHODS THAT ARE MOST EFFECTIVE IN EMPLOYEE MOTIVATION Robert Gordon University – Business and Hotel Management School BA Hotel and Hospitality Management Course BS 3149 Research Methods for Business Students Module coordinator: Ms Heather Robinson Submission date: 9th April 2013 Student ID No. : 1219453 Word Count: 2008 1. TOPIC: Motivational methods that are most effective in hospitality employee motivation 2. We will write a custom essay sample on Motivational Techniques or any similar topic only for you Order Now QUESTION: What are the most successful methods to motivate restaurant employees in Switzerland? . ARTICLES ANKLI, R. E. , PALLIAM, R. , (2012). Enabling a motivated workforce: exploring the sources of motivation. Development and Learning in Organizations, 26(2), pp. 7 – 10 BASSETT-JONES, N. , LLOYD, G. C. , (2005). Does Herzberg’s motivation theory have staying power?. Journal of Management Development, 24(10), pp. 929 – 943 ESKILDSEN, J. K. , KRISTENSEN, K. , and WESTLUND, A. H. , (2004). Work motivation and job satisfaction in the Nordic countries. Employee Relations, 26(2), pp. 122 – 136 LEE-ROSS, D. , (2005). Perceived job characteristics and internal work motivation: An exploratory cross-cultural analysis of the motivational antecedents of hotel workers in Mauritius and Australia. Journal of Management Development, 24(3), 253 – 266. STAMOV-ROSSNAGEL, C. , and HERTEL, G. , (2010). Older workers’ motivation: against the myth of general decline. Management Decision, 48(6), 894 – 906. WHEELER, A. R. , BUCKLEY, M. R. , (2001). Examining the motivation process of temporary employees: A holistic model and research framework. Journal of Managerial Psychology, 16(5), pp. 339 – 354. OTHER SOURCES HERZBERG, F. , MAUSNER, B. , and SNYDERMAN, B. B. , 1959. Motivation to work. New York: Transaction Publishers. 4. RATIONALE The researcher believes that the topic selected is very significant for the restaurant and hospitality industry today and plays a key role in maximizing profit as motivating the workforce would further help in better service, food quality and even ability to retain customers up to a certain degree. According to Stamov-Rossnagel and Hertel (2010), the motivational factors depends on quite a wide range of possibilities, however one of them include the work environment, peers and the need to compete with the attainments of another worker in the same entity. These workers are motivated when they have the proper equipment desired for performing a specific task and are regularly updated with the latest equipment which would aid them in their tasks at work. When these workers feel that they are being monitored and are cared for by providing the equipment, proper working conditions, they inevitably feel the urge to perform better and are motivated. However, occasionally, the range of tasks in a job may not be as motivating as the particular task that the worker is interested in. Monitoring these tasks which motivate a worker should be specifically assigned to them to improve productivity. Managers should limit and avoid the use of any sort of cultural or ethical background about an employee while trying to judge the work or motivating him (Lee-Ross, 2005). Various western companies observed and practiced the approach of participative leadership and style of work which involved the decisions and views of every worker, which would indirectly rise their esteem and motivate them. Deference and responsibility are two highly important motivators. Individuals also have personal goals and if they are similar to those of the enterprise, then motivation is a very simple process. However, identifying the aims and goals of employees is mandatory to link it in a way to that of the organization and excel in revenues and market productivity. These individuals could bring up several innovative techniques and ideas, especially when they are at the prime of motivation level. Hence, the goals and aims of individuals matter largely in an enterprise for it to accelerate in the market. Temporary employees are a very common trend in today’s era where enormous multinational and private companies employee them specifically for reducing cost and being able to manipulate the schedule of the part time or temporary employees (Wheeler and Buckley, 2001). However, many private companies employee temporary employees and are expecting them to be motivated for the job. The full time workers also lose interest in explaining the part time workers about the work flow and the importance of following a systematic approach to every method and hence, the temporary workers do not feel the urge to perform better and accelerate in their position. The temporary workers are kept apart from the important decisions being taken in the organization and are isolated, especially in MNC’s such as McDonald’s Burger King and other various different fast food restaurants. However, this also implies to certain other casual restaurants which employs interns and other part time workers who as well are not motivated enough to put their efforts into the enterprise. The researcher explored the literature and identified the following few advantages of motivating people: 1. Creates an enthusiastic workforce 2. Enables the opportunity to resolve any confrontation within minutes and boost staff morale 3. Increases revenue of the restaurant . Eliminates the necessity of monitoring staff According to Eskildsen, Kristensen, and Westlund, (2004) women are more satisfied than men regarding job satisfaction, employees with higher level of education need not necessarily be more satisfied, but at time could even result to be the contrary. However, education level does not have an impact on intrinsic factors, whereas managerial positioned workers are more satisfied with their jobs. The Herzberg theory states that the motivational factors are divided into two main parts, the first known as the hygiene factors which are related to salary, working conditions and team work while the latter is related to motivational means (Bassett-Jones and Lloyd, 2005). Motivational means are based solely on 3 major factors, ability to exercise, opportunity to practice and feedback to self. These are explained in the book by Herzberg, Mausner and Snyderman (1959) which describe the hygiene factors offered by the employer simply as ‘KITA’ or kick in the ass, which does not motivate one but rather threatens them to work harder in a way. If one possess the ability to perform or has a skill such as communication, service, cooking etc. he/she will be aiming to achieve better goals in life. However, if the person does not have the equipment and other necessary means to practice his skills, he will not be able to perform to the best and would not be motivated. This later includes a feedback, which may not always come from a higher authority but even from self helps. These are the 3 basic necessities for motivation and is related to every industry. 5. AIMS: The aim of this research paper is to analyse the best method(s) for motivating restaurant employees in Switzerland. . OBJECTIVES: To review past and current methods of employee motivation To examine the difference between employee motivation methods in different restaurants in Switzerland To evaluate the most used methods applied by employers and their effectiveness 7. METHODOLOGY The researcher was enthusiastic about collecting primary data and is looking forth to set up a network for communicating between several restaurants in Switzerland regarding the motivational techniques widely used within the restaurant for backing up employees for further work. The research philosophy surfaced as realism as the methods and techniques are applicable in the practical life and need to be reviewed once again for a more clear vision. Deductive approach was the best suited style for this kind of research where the researcher evaluated different concepts and theories set ahead of him by different philosophers and psychologists studying the area of motivation of employees in any type of an industry and a mixture of both qualitative and quantitative analysis were both necessary in such a project. Qualitative analysis hung on the literature and journal articles and will also include the surveys spread throughout certain restaurants in Switzerland, and the researcher would later interview and question the owner of a famous Indian restaurant in Zurich, Switzerland which is known for motivating its employees to a very high degree and enabling them to monitor and manage a restaurant solo. The researcher will distribute a questionnaire amongst 30 different employees of several restaurants in Luzern and in Zurich and also to 3-5 different restaurant managers for feedback regarding the motivational methods and techniques abundant in the vicinity. The sampling technique is non-probability, purposive method and focuses on only a niche of the population. Calculating the results from both the employer and employee would enlarge the scope of research and present forward a more ransparent knowledge of motivational means applied. The Fredrick Herzberg theory of motivational and hygienic factors are quite relevant to this focus topic and go hand in hand with the ideas of the researcher. The practical world believes in money being a very heavy motivator and as well as job security, working conditions and benefits. The researcher claims it to be false and would like to prove it on paper. 8. DRAFT QUESTIONS My name is Ankit Sharma and I am a student of Business and Hotel Management School in Luzern, Switzerland. This research survey will give me concrete evidence towards my project, ‘What are the most successful methods to motivate restaurant employees in Switzerland’ and aid me in my Research and Methodology class. The questions will be regarding the factors that will motivate the employees in a restaurant oriented job and the answers will be kept anonymous and confidential and used only for research purposes. Questionnaire 1 What are the factors that motivate you to work? Name: Age: Sex: Nationality: American African European Asian Other 1) From a scale of 1 to 4, 1 being very satisfied, how satisfied are you with your job? a. 1 b. 2 c. 3 d. 4 2) What is the first feature you look at when accepting a job? a. Pay b. Work hours c. Type of job d. Location 3) Your average daily work hours ranges from: a. 6-7 b. 7-8 c. 8-10 d. 10+ 4) Which of the following factors motivate you? a. Money b. Special benefits c. New challenges daily d. Job security 5) What is your average monthly income? a. How to cite Motivational Techniques, Papers