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1、Case StudyPART AMercury Energy is an electricity supplier of the city of Lamar. It is the only electricity compa ny in the regi on .In order to finance its expa nsion project and in frastructure con structi on in the adjace nt city, the adm ini strati on is holdi ng a meet ing to decide the budget o

2、f n ext year.You are now atte nding a top man ageme nt meet ing on behalf of your departme nt. Please share with other department leaders the information you have. Each department will have its own concern, and you should coord in ate with other man agers to reach a consen sus on the budget. You hav

3、e to make an acti on pla n for the curre nt situati on facing the compa ny. (You don' t necessarily have to decide the exact number on the budge. Only action plan is needed.)Average Mon thly Expe nses for this year:Call-service cen ters300,000Bill-collect ing represe ntatives500,000Advertiseme n

4、t32,000Charity & Social Resp on sibility50,000Research & Developme nt37,000Con structi on80,000Total999,000The overall sales are relatively stable duri ng the rece nt mon ths, and will not see any vibration in next year. There are mainly four client sectors, urban residential, rural resident

5、ial, man ufactur ing and offices.The Customer Service Department is mainly consisted of call-service centers and bill-collectingrepresentatives,who are responsible for collecting overdue electricity bills. Ithires more tha n 1000 reps in the city, and in creases the n umber of people rece ntly to bo

6、ost its bill collecti on.The Public Relation Department is responsiblefor the advertisement and pressrelati on ships. They also held eve nts to create a frie ndly image of the compa ny.After 5 min utes' preparati on, you will have 15 min utes for discussi on. Then you have todeliver a 5 min utes

7、' prese ntati on on the acti on pla n you suggested.In structi ons:1. You mustn ' t discuss in separate groups during the discussion.2. You mustn ' t appoint a leader or chairman of the meeting.3. You may talk in Chin ese or En glish in the discussi on, while the prese ntati on should be

8、 inEn glish.4. You can use any equipme nt available in the room.The prese ntati on can be performed by any amou nt of members in the team. You shoulddecide on your own."Overdue 0 30daysOvorduo 30 60 day&Overdue 60-90 dayj"Overdue *90 血僭JUIAUGSh?NOVn羅 iden ria IManuf&cturlnResidenti

9、alUsers- inUHrtaan Area,JOHYou are the finance team of the company. In the latest monthly financial report, you find the following trend of the overdue electricity bills.l札凹弹14.03% nm%tot%A na*K203WQ.m%Overdue rate for differe nt clie nts in the past 5 mon ths (% on each sector' total receivable

10、s):JULAUGSEPOCTNOVResidential Users in Urban Area39%37%12%14%11%Residential Users in Rural Area42%r 38%P 37% 139%40%Ncn-residartial users - Manufecturjng19%15%31%30%30%NDn-residential users - OflicB&2%3%8%8%8%Average Overdue Proportion by sector (% on total overdue bills):Non rwldeiniri*l users

11、- Ofllccs, 6Kdecide on your own.decide on your own.Non-residientiBl UWrt-ReEidentialUsers in Urtnn<ResidentialUsen in Rural41KAverage Sales Proporti on by sector (relatively stable for the past 12 mon ths):Na<i-fE-5iideinhalResideriftial in Rurl Area r 109bCase Study - PART BMercury Energy is

12、an electricity supplier of the city of Lamar. It is the only electricity compa ny in the regi on .In order to finance its expa nsion project and in frastructure con structi on in the adjace nt city, the adm ini strati on is holdi ng a meet ing to decide the budget of n ext year.You are now atte ndin

13、g a top man ageme nt meet ing on behalf of your departme nt. Please share with other department leaders the information you have. Each department will have its own concern, and you should coord in ate with other man agers to reach a consen sus on the budget. You have to make an acti on pla n for the

14、 curre nt situati on facing the compa ny. (You don' t necessarily have to decide the exact number on the budge. Only action plan is needed.)Average Mon thly Expe nses for this year:Call-service cen ters300,000Bill-collect ing represe ntatives500,000Advertiseme nt32,000Charity & Social Resp o

15、n sibility50,000Research & Developme nt37,000Con structi on80,000Total999,000The overall sales are relatively stable duri ng the rece nt mon ths, and will not see any vibration in next year. There are mainly four client sectors, urban residential, rural residential, man ufactur ing and offices.T

16、he Customer Service Department is mainly consisted of call-service centers and bill-collectingrepresentatives,who are responsible for collecting overdue electricity bills. Ithires more tha n 1000 reps in the city, and in creases the n umber of people rece ntly to boost its bill collecti on.The Publi

17、c RelationDepartmentis responsiblefor the advertisement and pressrelati on ships. They also held eve nts to create a frie ndly image of the compa ny.After 5 min utes' preparati on, you will have 15 min utes for discussi on. Then you have todeliver a 5 min utes' prese ntati on on the acti on

18、pla n you suggested.In structi ons:5. You mustn ' t discuss in separate groups during the discussion.6. You mustn ' t appoint a leader or chairman of the meeting.7. You may talk in Chin ese or En glish in the discussi on, while the prese ntati on should be inEn glish.8. You can use any equip

19、ment available in the room.The presentation can be performed by any amount of members in the team. You shoulddecide on your own.You are the leader of the Customer Service in Mercury Energy. You have the following in formati on for the meeti ng.Mercury En ergy has won the CRM Con tact Cen tre Awards,

20、 which recog nize excelle nee in sta ndards of customer service delivered by con tact cen ters throughout the cou ntry. En tra nts are anonymously audited via phone and email over an extended period of time using criteria such as answer time, ease of access, product knowledge and operator attitude a

21、nd efficiency. This award is one of the most well known awards in the cou ntry. It is finan ced by the in creas ing amou nt of call cen ter expe nses.Bill-collect ing represe ntatives by sector (% of total represe ntatives):Non-residenlialusers-9%Non-resldentlalLBErs 亠 Office2%Rn 血 “LidlUsers In Rur

22、alArea. 26%ResidentialUsers in UrbdnArea, 61%Mercury En ergy adopts varieties of methods to collect overdue bills.Cutting electricity: According to the regulation. Mercury Energy is allowed to cut the electricity of the client that failed to pay the bill in time. The notice period is 30 days. After

23、the no tice period, the reps of the compa ny will visit the supplier and act accord in gly.Lawsuits: Mercury En ergy will hire age nt to lau nch lawsuit aga in st a ny clie nts that failed to pay the bill for more tha n 180 days. The court will authorize the compa ny to take en forceme nt measures.D

24、iscounts: For large clients such as government authorities, to whom Mercury cannot take en forceme nt acti on, usually the compa ny gives these clie nts a discou nt to pay the bill that overdue more tha n 90 days.Perce nt of Successful Collectio n After In terve nti on:CuttingElectricityLawsuitDisco

25、untsResidential Users in Urban Area30%88%3%Residential Users in Rural Area46%79%2%Non-residential users - Manufacturing91%30%41%Non-residential users - Offices93%41%40% ICase Study - PART CMercury Energy is an electricity supplier of the city of Lamar. It is the only electricity compa ny in the regi

26、 on .In order to finance its expa nsion project and in frastructure con structi on in the adjace nt city, the adm ini strati on is holdi ng a meet ing to decide the budget of n ext year.You are now atte nding a top man ageme nt meet ing on behalf of your departme nt. Please share with other departme

27、nt leaders the information you have. Each department will have its own concern, and you should coord in ate with other man agers to reach a consen sus on the budget. You have to make an acti on pla n for the curre nt situati on facing the compa ny. (You don' t necessarily have to decide the exac

28、t number on the budge. Only action plan is needed.)Average Mon thly Expe nses for this year:Call-service cen ters300,000Bill-collect ing represe ntatives500,000Advertiseme nt32,000Charity & Social Resp on sibility50,000Research & Developme nt37,000Con structi on80,000Total999,000The overall

29、sales are relatively stable duri ng the rece nt mon ths, and will not see any vibration in next year. There are mainly four client sectors, urban residential, rural residential, man ufactur ing and offices.The Customer Service Department is mainly consistedof call-servicecenters andbill-collectingre

30、presentatives,who are responsible for collecting overdue electricity bills. Ithires more tha n 1000 reps in the city, and in creases the n umber of people rece ntly to boost its bill collecti on.The Public RelationDepartmentis responsiblefor the advertisementand pressrelati on ships. They also held

31、eve nts to create a frie ndly image of the compa ny.After 5 min utes' preparati on, you will have 15 min utes for discussi on. Then you have todeliver a 5 min utes' prese ntati on on the acti on pla n you suggested.In structi ons:9. You mustn ' t discuss in separate groups during the dis

32、cussion.10. You mustn ' t appoint a leader or chairman of the meeting.11. You may talk in Chinese or English in the discussion, while the presentation should be inEn glish.12. You can use any equipment available in the room.13. The presentation can be performed by any amount of members in the te

33、am. You shouldYou are the Public Relationship department manager. You are going to react to the following events, and you have to share the information with your colleague when discussing about the ongoing expansion plan.From last year, Mercury Energy and the Starship Foundation launched the Star Su

34、pporters Club - an initiative where customers are able to make a monthly donation via their Mercury bill to raise money for vital pieces of equipment for Starship Children's Health. Beyond the Star Supporters Club, Mercury Energy hosts a“ Stars for Starship” competition each year inwhich school

35、children are asked to decorate paper stars to help brighten up Starship.By such methods, Mercury Energy is hoping to build a responsible and friendly image to the customers. This event is receiving positive feedback from the public and users, and is going to benefit the expansion plan when entering

36、a new market.The following is a news report on a nationwide newspaper last week:Power-cut TragedyThe Muliaga family owed less than $200 on their power bill. They had made several attempts to pay some of it but not enough for Mercury Energy. The company switched off their power supply and three hours

37、 later Folole Muliaga, a woman who relied on an oxygen machine to help her breathe, was dead.And Mercury Energy is being blamed for her death.The family is grappling to understand why a big power company would switch off power to a woman needing oxygen.The problem is that since Folole Muliaga got sick, the family has fallen behind on its bills."When she stopped working because she was sick, that's why my family struggle," says Lopaavea.They had made two payments to Mercury