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21 Ocak 2012 Cumartesi

Marketing Effects on Customer Satisfaction


Profit is one of the most important factor for business. If you want profit you should satisfaction customer and you should motivate worker. Okey this sentence all right in definition. But it is in paper if you want apply, it will be different. Be polite and do marketing. Financial Management survive a company because if you don’t calculate incomes and outgoings company is going down. It is main for company. The global world competitive and advertisement are determine the winner.

Two of them are going one word. I am talking about ‘’ Marketing’’. What is marketing?  Accomplish the purpose of the business and customer satisfaction which is the correct flow of goods and services from producers to consumers given the direction that business activity. Sales, distribution, advertising and product differentiation, such as direct, indirect, such as market research activities. This is also definition. Yes theory is important but it is not equal all. It is only cue and start the way. Marketing should be together with customer. Because if customer doesn’t buy your goods finance is calculate how much salary are you going to give workers? How much money spend for product? And how much is company has fixed cost? All of the questions about cost and for company doesn’t want this. General Manger or CEO hate and wind up a company. For these reason keep your customer happy. Price is one of the most important factor but is isn’t equal everything. Customer satisfaction is everything. Because if customer like your product and service your company is going up.

Marketing starts from name. Firstly don’t use worker, employee, personnel, labor etc. Because they should feel we are important and we effect the business. This is our company. Yes we can. But it should be balance. And use cast member, team member, co-worker etc. Because this is direct marketing they can know they don’t have any share on company but looks should be this. You are really important for our company if you go we cannot do very well. Beside don’t be piker about salary or wage which you give. You can spend more many but their performance shall be 2 persons power. But at the same time apply strong rule. They shouldn’t be late and lazy. Firstly employee and after this section customer is coming. Customer? Yes but use marketing they are our guest or you can say visitor. Yes in reality guest doesn’t pay money but this is marketing name. Actually they are our guest but they pay money for our service or goods. But the important point there if they don’t like our service you shouldn’t take money. Or you make difference. When they come your shop you can give gift. Beside you cannot be stingy. Give more because they like it. And they would like to come your shop again.

Making more sales going through the way to win more profitable. There is one thing to consider when trying to increase sales of: Sales of moves to increase the future sales are going to do that is to head off the waste any more sell most of our sales are actually saying.
The way to do loyal customers satisfaction and going through them. Customers shopping at the next they are very satisfied with how it is to you the possibility to choose. For this reason, customers are satisfied with how much you should review constantly.

Measurement of Satisfaction in doing more to rely on perceptual data, and customers have to say you came. Satisfaction factors for each industry sector and continuously and quickly changed the dynamics of perceptions or preconceptions of measurements made ​​is unlikely to be healthy.

How satisfied your customers come to you and saying that the information given in the decision-making to the success of the decisions you will use as a single data source contains a lot of question marks. pleased to tell you how much is because people only one is actually from within the customer groups.

Like them, dissatisfaction about the people who come to you, you cannot explain nothing but the difference in satisfaction issues such as whether or not at all satisfied with the people who have come to tell you that among your customers. This case needs to demonstrate an interest in each specific customer groups.

You need to first determine who your customer is and why you did the shopping. I wonder what it pays attention to your customers when you shop? Is the price, a smiling face, fast service? They may be as many criteria when selecting which is crucial to you and your customers from sector to sector and even the importance of these criteria often differ even between the same two competitors in the industry.

After you find what you give importance to customers while working with you to wonder what we need to get to you how pleased they are on the basis of these criteria. Remember, the most important customers for the features they need to satisfy the highest level.
Finally, customers can use to explain your complaint or satisfaction of all the channels open and hold! Put complaint boxes, your meetings with them, give your phone number, please encourage them to contact you.

Customers' every criticism, suggestions, complaints of a whole new opportunity for you.
Ensure to customer satisfaction, gain loyal customers and ensure their continuity seems to be a very difficult process. To conduct research, evaluate the results of their communication channels open, to improve the existing channels, listen to the customer, etc., etc. .. Indeed, satisfied customer base hard and continuous work is required to have.

However, displaying superhuman efforts, a few important points to note about communicating with your customers is even visibly increase the level of customer satisfaction. In this article we will try to give a few tips that will please your customers.

Make regular contact with your customers

Products to your customers in certain periods, quotes, etc. give information on a subject, the new products announcements, developments in the sector with information about the Offer. In addition, customers' birthdays, anniversaries, such as companies feel more special when you are near them. Newsletters, magazines, publishing your company always try to keep the customer in mind.

Whether they are satisfied with Continuous Track

Research as well as make certain periods, customers receive a product from you to them a few days after the telephone, mail, etc., in a way that reaches their satisfaction with their problems with products and services. In short, your appreciation for them to feel more.

Know Your Customers

Always remember the first purchases after your customers, they do not have to introduce themselves. Customers who feel that your organization's special to you a more open, more generous and more will be relevant.

Thank you to your customer

And will be happy to give them small gifts to your customers and increase their commitment to you.

Be sensitive to the Customer Complaints

Take customer complaints seriously and we feel more customers. Respond to complaints as quickly as possible. If the problem as soon as possible, even nıt solve customers often tell us about it. Customers should take time to understand the problems the solution can meet, but not to give value to them at all.

Beware solution counterparts

Solution partners, your suppliers to your customers that allows you to be as sensitive. Companies engaged in the performance of the job for you, your customers will perceive you as your performance.

For Local Companies

If you are in an area that serves only a company (Etiler a restaurant or a sports club, such as Baghdad Street) existing and potential customers in your area for parties, entertainment, activities, organizations, etc., edit. That allows you to show the people of your area of interest. Only one target customer group, these applications will be valid for the companies. for example, applications should appeal to mothers for mothers serving companies.

21 Ekim 2011 Cuma

Real Sector Internal Audit Practices: Assessment and Recommendations


What is Internal Audit?

• Internal Audit, which aim to add value to an organization's operations and develop an independent and objective assurance and consulting activity.

• The internal audit organization's risk management, internal control and governance processes to evaluate and improve the effectiveness of a systematic, with disciplined approach and helps to achieve goals and objectives.

What is Corporate Governance?

Direct the activities and operations of an institution and to keep under control and achieve their goals and interests of the various different groups of stakeholders and in accordance with the ethical standards applied and used in order to maintain the policies, processes and structures.

Corporate Governance, An Organization:

•  Lived in the laws and regulatory rules of the society to suit.

•  Generally accepted business norms and standards, ethical codes of conduct and provides the community to meet social expectations.

•  Lived in the community in general to be useful and to increase protection of the rights and interests of stakeholders provides.

• Decisions, actions, behavior and performance of the checking and control of the owners, regulatory bodies and authorities, rights and other stakeholders and the public is accurate and complete information to give a full, complete, and ensures that the correct information.


Strong Corporate Governance

• Board of Directors
• Management
• External Auditors
• Internal Auditors

Responsibilities of the Board of Directors:

• Determines the style of top management.
• All the focal point of corporate governance activities.
• The final takes on the responsibility.
• All institutional controls and oversees the activities and affairs, but no one of them directly govern itself.

Senior Management

• Strategic direction and objectives of the organization's value system and determination
that (the board of directors oversight).

• Assurance that the risk management process, operations, monitoring, measurement of results and provides the timely implementation of the correct actions.

Business Management

• Implement the strategy puts the internal control area and the units directly under its control, mobilize and implement the supervision and management.

• Implementing and monitoring the risk management process and to establish effective and appropriate internal control systems in the institution's senior management and ultimately responsible to the board of directors.

External Audit

• Preparation of financial statements in accordance with related laws and accounting principles and reporting on its activities to provide independent assurance.

Internal Audit

• Corporate Governance structures and processes are designed properly and correctly and to provide assurance on the effective and efficient work that makes for the purpose of evaluation.

• Potential improvements in corporate governance structures and processes can be done about the proposal and make recommendations.

What is the Role of Internal Audit and the task?
• Tester
• Consultant
• Advocacy and Promotion (Advocate)
• Catalyst

Standard 2130

The Internal Audit unit and activity, for the realization of the objectives listed below, must make informed decisions about improving the governance process should have the necessary recommendations for improvement:

• The ethical values ​​and other values ​​within the organization the development.
• Effective and efficient provision of a corporate performance management.
• Areas of risk and control information necessary to effectively forwarding.
• The Board of Directors, External Auditors, Internal Auditors and Directors effective and efficient coordination of activities between and among them to ensure efficient and effective communication.

What is the added value to businesses of corporate governance?

• Institutionalization and professional management
• Global competition
• Sustainable growth
• Corporate reputation
• Company value
• Risk management
• Rating
• Corporate governance index
• Basel II
• New Turkish Commercial Law


What is the added value provided by the Initial Public Offering (IPO) firms?

• Financing
• Liquidity
• Institutionalization
• Trust
• Credibility
• Global and national  awareness.
• Possibility of a secondary public offering
• Global opportunities

What is the role of internal audit in compliance with corporate governance principles?

• Shareholders
• Stakeholders
• Board of Directors
• Disclosure and transparency
• Corporate Governance and Compliance Process

• Fairness
• Transparency
• Accountability
• Responsibility

The role of internal audit in the  Initial Public Offering (IPO)  process.

What?


• Financial reporting and independent audit
• Public information
• Corporate governance principles
• Evaluation of the effectiveness of internal controls
• The Board of Directors
• The Audit Committee
• Professional Management
• Regulatory Authority

Corporate Governance;

Company management, business processes, and relationships with stakeholders;

• Equality, transparency, accountability and approach to responsibility
• Effectiveness and efficiency of the Company's activities,
• Reporting
• Compliance with government regulations,
• The protection of the rights and interests of stakeholders for  indicates that the approach and principles that provide assurance.

Initial Public Offering (IPO)

Information


• The market value of publicly traded companies, Gross Domestic Product (GDP) 37 percent (80-90% of developed countries).

• 75% of individual savings deposits and foreign currency 8% of the shares directed.

• The first and second 500 industrial establishment 876 not traded.

Benefits

• Financing
• Liquidity
• Institutionalization
• Credibility, reputation and advertising
• International integration
• Transparency
• The secondary public offering

Liabilities

• An independent audit
• Informing the public
• Dividend distribution
• Corporate governance

Internal Audit

International Institute of Internal Auditing (IIA) * according to internal audit.

• Which aims to add value and improve an organization's activities in an independent and objective assurance and consulting activity.

• Internal audit, the organization's risk management, control and governance processes to evaluate and improve the effectiveness of its objectives by bringing a systematic, disciplined approach helps to achieve.

Improving Internal Audit

Control-Based inspection

• Target: Regulatory Compliance.

• Focus: identification issues that do not comply with applicable regulations.

Process-Based Control
• Target: the effectiveness and efficiency of processes.

• Focus: comparing the gaps in existing processes, identify best practices.

Risk-Based Audit

• Goal: Prevention of Risks and Processes across the state of controls.

• Focal Point: Show the effectiveness of key processes and controls necessary to prevent identification of risks.
Corporate Risk-Based Audit Management

• Goal: to reach the objectives of the institution, the effectiveness of risk prevention and minimization of risk management activities.

• Focal point: to understand the objectives, risks associated with the identification, understanding and tolerance levels, performance and risk identification and measurement of the effectiveness of risk management by evaluating the current and desired corporate risk determination of management between the gaps.

Role of Internal Audit in Corporate Governance

• The Board of Directors and Committees
• Ethics and Code of Conduct
• Disclosure and Transparency
• Risk Management
• Internal Controls
• Compliance with Laws and Regulations
• External Audit
• Relations between Corporate Governance Participants

Internal Audit Approach

Method


• Compatible with the company's objectives and strategies
• Focusing on the risks and processes
• Proactive
• Simultaneous control using the latest technology
• Solve problems rather than the force that help

Customers
• Customer-focused and risk assessment, which included them.
• educating senior management on internal control and internal audit.
• Clients with common goals and objectives.
• Continuous training of employees contributing to the development.

Communication

• Listening to customers on a regular basis
• Communicate with top management continuously and constructively
• Sharing the managers reporting to meetings
• Shorten the reporting time.

Internal Auditor's Role and Responsibilities

Internal Audit


• Independent and objective evaluation function,
• The presence of the internal control system, evaluates the efficiency and effectiveness,
• Management recommends how it should be accurate and reliable internal control system,

Evaluates the effectiveness of risk management and corporate governance processes and can contribute to the development,

• Financial and operational integrity and reliability of the information,
• effectiveness and efficiency of operations,
• Protection of assets
• Law, regulation and review of compliance with internal procedures

In line with the objectives of the organization contributes to the development,
‘’Creates added value’’

Create value and role of internal audit

• Process improvement
• Human Resource Development
• Performance and Productivity Management
• Internal Communication
• The Learning Organization
• Best Practices / Benchmarking
• Value Added
Approach

• Internal audit, management's objectives, priorities and strategic approaches should focus on.
• Control power should focus on the future rather than past.
• Problem solving approach to value-added advisor and supervised the development needs of the area should be removed to the fore.
• Key business risks, the valuation of the internal control system should be designed.
• Activities effectiveness, efficiency and economy are assessed.
• The Internal Audit function, the organization's governance, operations and information systems, including the adequacy and effectiveness of controls evaluates.

Success Factors for Creating Value

• Management
- Contact
- Forums

• SWOT Analysis

• Road Map

• True Business and Partners
- Knowledge and Experience
- Capabilities
- Tools and Techniques

• Achieve the Common Good

• Outsourcing and to encourage participation

• Share of Accomplishments

For success

• Human Resource, Technology and Capabilities
• Organization and regulation of internal audit
• Planning and Reporting Guidelines
• Training and Certification
• Quality Assurance and Improvement Program (QAR)
• Audit Committee - Independent Audit - Internal Audit relationship
• Measurement of performance

Responsibility of the Board of Directors

• Each company's Board of Directors "successful" like to have.
• Successful companies will increase market value. Increasing the market value of the increases in the value of all stakeholders to achieve.
• Determines the success of the company described as targets.
• The most fundamental responsibility of the Board of Directors of the company objectives
will come back immediately to ensure the formation of the structure.

The Role of Internal Audit in Achievement
• Implementation of corporate governance processes andvcontributes to the development.
• Determining the possible risks in management as an aid to the risks it may cause reduces losses.
• Effectiveness and appropriateness of internal controls evaluating business processes, provides efficiency.

Critical Factors of Internal Audit Event

• Ownership and the ongoing support of senior management.
• Internal audit and internal audit, the role of expectations in all correctly perceived by the employees.
• Internal audit as a process that adds value to the organization the design.

Basic Elements of Successful Implementation of Internal Audit
• Organizational Structure - Independence of Internal Audit
• The Audit Committee
• Audit Approach and Methodology - Risk Based Approach
• Quality Assurance Program
• The Audit Team

7 Mart 2011 Pazartesi

The Richest 100 Turks

Turkey's richest 100 people was announced by Forbes.
Total wealth of the Forbes 100, rose to $ 104 billion. The same figure as last year, 87 billion dollars had taken place.  

The addition of 11 new names to the list of this year rose to 39 the number of dollar billionaires.
In the Forbes 100 Number of women: 105 in the list consisting ; 8 of 23 women billionaire.

Total wealth of the first 10 rich: 28.2 billion dollars.According to the previous year, an increase of $ 6.2 billion.
Total wealth of first 50 is $ 74 billion.According to the previous year, an increase of $ 14 billion.

Mean age 59. The youngest people is İpek Kıraç. She is 26 years old and she has got 550 million dollars. In addition this information; the oldest people is Ahmet Keleşoğlu. He is 86 years old. He founded the Selçuk Pharmacy and he has got 715 million dollars.

In the list all of the people have interested different branch but the most peole have done these sectors:
77 person energy sector, 76 person real estate, 62 person tourism, 39 person finance and construction, 31 retail and 29 person automotive.


The richest family of 25 Turks :                                                        
                                                                                             

FamilyNumber of individualsForbes
(million $)
Koç712.35
Sabancı1311.03
Şahenk36.6
Ülker75.6
Tara24
Doğan63.5
Zorlu33.08
Eczacıbaşı22.7
Gülçelik72.69
Boydak212.85
Cengiz62.5
Kiğılı52.2






And finally, Mehmet Emin Karamehmet has got 4-billion-dollar fortune. He is "the richest Turks".
Mehmet Karamehmet has investments Çukurova Holding and he is strong in media and telecommunicaitons sectors.According to the list, the richest person in Turkey is Karamehmet with his fortune reaching $4 billion this year. In 2010 Karamehmet’s total wealth was $2.9 billion, ranking second on the list. He has got large network and quality branch in his company. Turkcell, Azercell and KVK in telecommunications and information technology; and the Akşam and Güneş newspapers as well as Show TV and Digiturk TV in media. Sum up, Mehmet Emin Karamehmet has started 6 oil field in Northern Iraq. His company ‘’ Genel Energy’’he has done the oil exports so his  forbes has increased.             


Forbes 100 richest Turks:





NAME
COMPANY
2011
million $
2010
million $
2009
million $
1
Mehmet Emin Karamehmet
Çukurova Group
4.000
2.900
2.800
2
Semahat Arsel
Koç Companies
3.000
1.700
750
2
Hüsnü Özyeğin
Fiba Group
3.000
3.000
2.900
4
Rahmi Koç
Koç Companies
2.900
1.600
700
5
Murat Ülker
Yıldız Companies
2.800
2.100
1.100
6
Ferit Şahenk
Doğuş Group
2.700
2.100
1.100
6
Şarık Tara
Enka Construction
2.700
2.600
1.600
8
Suna Kıraç
Koç Companies
2.500
1.400
600
8
Filiz Şahenk
Doğuş Group
2.500
2.000
1.000
10
Ali Ağaoğlu
Ağaoğlu Construction
2.100
2.000
1.500
11
Erman Ilıcak
Rönesans Construction
2.000
2.000
800
12
Kamil Yazıcı
Yazıcılar Companies
1.800
1.400
1.000
12
Ahmet Nazif Zorlu
Zorlu Group
1.800
1.500
1.300
14
Ali Metin Kazancı
Kazancı Companies
1.400
 -
 -
14
Deniz Şahenk
Doğuş Group
1.400
1.000
600
14
Ahsen Özokur
Yıldız Companies
1.400
1.100
650
14
Tuncay Özilhan
Anadolu Industry
1.400
1.300
1.000
14
Bülent Eczacıbaşı
Eczacıbaşı Group
1.400
1.300
800
19
Mustafa Latif Topbaş
BİM
1.300
1.000
500
19
Ahmet Çalık
Çalık Group
1.300
1.000
1.000
19
Sinan Tara
Enka Construction
1.300
1.200
750
19
Faruk Eczacıbaşı
Eczacıbaşı Group
1.300
1.200
800
23
Nihat Özdemir
Limak Construction
1.200
500
400
23
Sezai Bacaksız
Limak Construction
1.200
500
400
23
Mustafa Koç
Koç Companies
1.200
615
260
23
Mehmet Hattat
Hema Industry
1.200
700
500
23
Şevket Sabancı
Esas Group
1.200
1.000
600
23
Mehmet Rüştü
Başaran Habaş
1.200
1.300
700
29
Ömer Koç
Koç Companies
1.100
570
235
29
Ali Koç
Koç Companies
1.100
620
250
29
Suzan Sabancı Dinçer
Sabancı Companies
1.100
1.000
540
29
Murat Vargı
MV Group
1.100
1.000
1.100
29
Mübariz Gurbanoğlu
Palmali Shipping
1.100
1.100
1.100
34
Mehmet Sepil
Genel Energy
1.000
-
-
34
Suat Günsel
Yakındoğu University
1.000
700
700
34
Serra Sabancı
Sabancı Companies
1.000
950
550
34
Çiğdem Sabancı Bilen
Sabancı Companies
1.000
960
510
34
Aydın Doğan
Doğan Group
1.000
1.000
750
34
Turgay Ciner
Park Group
1.000
1.000
850
40
Necati Kurmel
Saray Carpet
900
250            
-
41
Olgun Zorlu
Zorlu Group
900
690
800
42
Fatma Tuba Yazıcı
Diler Group
875
800
-
43
Hasan Çolakoğlu
Çolakoğlu Metallurgy
870
950
425
44
Dilek Sabancı
Sabancı Companies
865
820
430
44
Sevil Sabancı
Sabancı Companies
865
820
430
46
Erkut Soyak
Soyak Group
850
760
450
47
Kazım Türker
Türkerler Group
800
650
-
47
Mehmet Avni Kiğılı
Hayat Companies
800
700
-
47
Hamdi Akın
Akfen Group
800
800
500
47
Yalçın Sabancı
Yasa Companies
800
800
800
51
Ünal Aysal
Unit Investment
775
750
500
52
Ali İsmail Sabancı
Esas Companies
745
650
250
52
Emine Sabancı Kamışlı
Esas Companies
745
650
250
54
Ömer Sabancı
Sabancı Companies
740
720
300
54
Demet Sabancı Çetindoğan
Sabancı Companies
740
730
250
56
Demir Sabancı
Sabancı Companies
730
720
300
57
Ali Rıza Yıldırım
Yıldırım Group
725
600
275
57
Yüksel Yıldırım
Yıldırım Group
725
600
275
59
Ahmet Keleşoğlu
Selçuk Pharmacy Co.
715
750
530
60
Ethem Sancak
Hedef Alliance
700
700
690
61
Vildan Gülçelik
Enka Construction
665
650
375
62
Erdoğan Demirören
Demirören
650
400
350
62
Kağan Gürsel
Kiska Construction
650
650
500
62
Nuri Özaltın
Özaltın Group
650
650
300
62
Ömer Dinçkök
Dinçkök Industry
650
650
600
66
Mustafa Küçük
Tema Modiste
600
-
-
66
İbrahim Çeçen
IC Group
600
550
400
66
Müşfik Yamantürk
Güriş Company
600
550  
-
66
Tevfik Yamantürk
Güriş Company
600
550
-
66
Erol Üçer
Gama Group
600
600
370
71
İbrahim Bodur
İ.Bodur Group
575
575
510
72
Sevda Gülçelik
Enka Construction
560
550
315
73
Mahmut Çevik
CVK
550
-
-
73
İpek Kıraç
Koç Companies
550
290
-
73
Yüksel Erimtan
Gama Group
550
550
370
76
M.Oğuz Çarmıklı
Nurol Group
540
540
275
76
Erol Çarmıklı
Nurol Group
540
540
275
76
Nurettin Çarmıklı
Nurol Group
540
540
275
79
Ahmet Arif Topbaş
BİM
510
350
300
80
Süleyman Varlıbaş
Varlıbaş Construction
500
-
-
80
Ahmet Cengiz
Cengiz Company
500
350
-
80
Ekrem Cengiz
Cengiz Company
500
350
-
80
Mehmet Cengiz
Cengiz Company
500
350
450
80
Şeref Cengiz
Cengiz Company
500
350
-
80
Arzuhan Doğan Yalçındağ
Doğan Group
500
450
340
80
Begümhan Doğan Faralyalı
Doğan Group
500
450
340
80
Hanzade Doğan Boyner
Doğan Group
500
450
340
80
Işıl Doğan
Doğan Group
500
450
320
80
Vuslat Doğan Sabancı
Doğan Group
500
450
340
80
Yaşar Kaptan Çebi
Kaptan Companies
500
480
220
80
Ali Raif Dinçkök
Akkök Industry and  Investment
500
500
450
80
Erol Sabancı
Sabancı Companies
500
500
300
93
Erdal Aksoy
Turcas Petrol
485
475
450
94
İnan Kıraç
Kıraça ŞTİ Companies
475
350
275
94
Orhan Özkur
Yıldız Companies
475
350
-
94
Selçuk Yaşar
Yaşar Companies
475
475
-
97
Yalçın Ayaslı
Hittite Corporations
450
-
-
97
Mehmet Nazif Günal
MNG Group
450
450
400
97
Nilüfer Çiftçi
Akkök Industry and  Investment
450
450
400
100
Ahmet Yayla Kiğılı
Hayat Companies
425
300
-


100
Ali Gülçelik
Enka Construction
425
390
235
100
Aziz Torun
Torunlar ŞTİ Group
425
400
-
100
Mehmet Torun
Torunlar ŞTİ Group
425
400
500
100
Ayşe Verda Gülçelik
Enka Construction
425
410
-