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Newsbrief ***** November 10, 2003 ***** ## Second Edition Washington Business and Technology Institute http://communitylink.reviewjournal.com/lvrj/wbtiAdvisory Board: Governor Kenny Guinn, Chairman; U. S. Senators Harry Reid and John Ensign, Vice Chairmen; U. S. Representatives James Gibbons and Shelley Berkley, and Las Vegas Mayor Oscar Goodman, Executive Directors. U. S. Secretary of Labor Elaine Chao Chairperson Dr. Tony T. Lei President Dr. William N. Thompson Director of Public Administration Institution Dr. E. Lee Bernick and Dr. G. Keong Leong Deans of Graduate School of Business and Public Administration Justice of the Supreme Court William Maupin, Attorney General Brian Sandoval, and District Judge Stewart Bell, Honorary Chairmen of Clark County District Attorney and Police Civil Commission (CCDAPCC) District Attorney David Roger and Sheriff William Young Chairmen of CCDAPCC (702) 255-9058 ------------------------------------------------------------------------------------------------- To promote customer service we need the Certificate of Executive Host as a good program By Tiffany Chang In our ever-changing world of casino gaming, the front-line casino employees hold important roles to a casino property's success. Customers will come to see your operation because of your amenities. They will play because of your people. There is a tremendous need to teach employees skills in the casino industry. Customer service is not astruism, it is simply good business. Any casino execuutive that underestimates its importance seriously jeopardizes his company's future. At the present and in the future, we need to inspire the importance of customer service as the key to long-term profitability for our gaming industry.*1 "Too often executives in the gaming industry see the cost side of doing business as zero-sum game. Each dollar they spend is viewed as one dollar taken away from the bottom-line profit. One dollar given, one dollar lost. Quid pro quo (Something given or received for something else.). So the cost of customer service programs may be seen by money lost. They may think, "Save the money, retain the earnings." But there is a short-sightedness in this way of thinking. Some things in the casino business may be zero-sum games, but investments in customer service are activities in a positive-sum game, or what can be called a win-win game. The customer wins better enjoyment of products offered, and the casino wins with renewed and repeated patroage. We wish to emphazsize this aspect of customer service throughtout our book. That is why we chose to entitle our book Casino Customer Service = The WIN WIN Game," stated in the Foreword of a popular book.*2 The book, "Casino Customer Service --- The Win Win Game," was written by Dr. William Thompson*3 and Ms. Michele Comeau. What the book is really about is customers -- winning their allegiance and keeping it. The successful casino executive must deliver exemplary customer service and bottomline performance are to be reliazed in today's gaming markets. Customer service is the sine qua non ( An absolutely indispensable or essential thing.) of today's successful casino operations. There are many good reasons why gaming establishments should shower extra attention on existing and repeat customers. Gimmicks and high-cost marketing win the first-time customer. Good service keeps the established customers. It cost more than five times as much as to win a new customer as it does to keep an old one. Good service is by far the better bargain for the casino.*4 "Lots of managerial personals I had in relations in Southestern Asia countries could bring many valuable customers from those countries both in travelling and gaming to Las Vegas. Through a certificate of Executive Host Program we may train them and bring prosperious business to this Silver State. To start with the program, I may recruiting a lot of participants," suggested Jimmy Hsu at the Summer 2003 Symposium of the Graduate School of Business and Public Administration(GSBPA) of Washington Business and Technology Institute (WBTI). The mini symposium was held by WBTI at the Zax Restaurant of Golden Nugget Casino and Hotel on May 19, 2003 in Las Vegas. Las Vegas is an entertainment capital as the best place to learn about casino and hotel management through its hospitality industry. With about 100,000 hotel rooms, hundreds of restaurants, resorts, conventions, and trade shows, Las Vegas is a living laboratory for the study of hotel administration. This program of our School is cooperated with UNLV to offer the Certificate Of Exective Host (COEH) for qualified professionals through training and education of hospitality. Dr. Keong Leong, Chairman of Department of Business, UNLV; and Dr. E. Lee Bernick, Chairman of Public Administration, UNLV are Deans of the School. Participant may receive a Certificate of Executive Host (COEH) in meeting general requiement and successful completion of all the following courses plus a study paper: 1. Introduction to Hospitality Management 2. Human Resources & Personal Relations 3. Customer and Food Services 4. Financial and Quantitative Ananlysis 5. Principles and Practice in Casino and Gaming Management 6. Seminar on Hospitality 7. Field Trips to Casino 8. Professional Paper The above proposal for the Certificate of Executive Host (COEH) was designed by the GSBPA of WBTI on July 2003. To promote customer service for the gaming industry, we need the Certificate Executive Host as a good program. ----------------------------------------------------------- References *1. Thompson, William and Comeau, Michele. (2003) "Casono Cusomer Service -- The WIN WIN Game," New York City: Gaming & Wagering Business. *2. Ibid. *3. Chang, Tiffany. (1996) 'William Thompson appointed Fellow and Director of the Public Administration Institution by WBTI,' "Nevada Examiner," Las Vegas, Nevada: Nevada Examiner. *4. Thompson, William and Comeau, Michele. (2003) "Casino Customer Service -- The WIN WIN Game," New York City: Gaming & Wagering Business. 777777777777777777777777777777777777777777 77777777777777777777777777777777777777777777777777777777 777777777777777777777777777777777777777777777777777777777777777777777777777 | | |
110903 |
Newsbrief ***** November 9, 2003 ***** # First Edition Washington Business and Technology Institute http://communitylink.reviewjournal.com/lvrj/wbtiAdvisory Board: Governor Kenny Guinn, Chairman; U. S. Senators Harry Reid and John Ensign, Vice Chairmen; U. S. Representatives James Gibbons and Shelley Berkley, and Las Vegas Mayor Oscar Goodman, Executive Directors. U. S. Secretary of Labor Elaine Chao Chairperson Dr. Tony T. Lei President Dr. William N. Thompson Director of Public Administration Institution Dr. E. Lee Bernick and Dr. G. Keong Leong Deans of Graduate School of Business and Public Administration Justice of the Supreme Court William Maupin, Attorney General Brian Sandoval, and District Judge Stewart Bell, Honorary Chairmen of Clark County District Attorney and Police Civil Commission (CCDAPCC) District Attorney David Roger and Sheriff William Young Chairmen of CCDAPCC (702) 255-9058 ------------------------------------------------------------------------------------------------- To promote customer service we need the Certificate of Executive Host as a good program By Tiffany Chang "Too often executives in the gaming industry see the cost side of doing business as zero-sum game. Each dollar they spend is viewed as one dollar taken away from the bottom-line profit. One dollar given, one dollar lost. Quid pro quo (Something given or received for something else.). So the cost of customer service programs may be seen by money lost. They may think, "Save the money, retain the earnings." But there is a short-sightedness in this way of thinking. Some things in the casino business may be zero-sum games, but investments in customer service are activities in a positive-sum game, or what can be called a win-win game. The customer wins better enjoyment of products offered, and the casino wins with renewed and repeated patroage. We wish to emphazsize this aspect of customer service throughtout our book. That is why we chose to entitle our book Casino Customer Service = The WIN WIN Game," stated in the Foreword of a popular book.*1 The book, "Casino Customer Service --- The Win Win Game," was written by William Thompson and Michele Comeau. What the book is really about is customers -- winning their allegiance and keeping it. The successful casino executive must deliver exemplary customer service and bottomline performance are to be reliazed in today's gaming markets. Customer service is the sine qua non ( An absolutely indispensable or essential thing.) of today's successful casino operations. There are many good reasons why gaming establishments should shower extra attention on existing and repeat customers. Gimmicks and high-cost marketing win the first-time customer. Good service keeps the established customers. It cost more than five times as much as to win a new customer as it does to keep an old one. Good service is by far the better bargain for the casino.*2 "Lots of managerial personals I had in relations in Southestern Asia countries could bring many valuable customers from those countries both in travelling and gaming to Las Vegas. Through a certificate of Executive Host Program we may train them and bring prosperious business to this Silver State. To start with the program, I may recruiting a lot of participants," suggested Jimmy Hsu at the Summer 2003 Symposium of the Graduate School of Business and Public Administration(GSBPA) of Washington Business and Technology Institute (WBTI). The mini symposium was held by WBTI at the Zax Restaurant of Golden Nugget Casino and Hotel on May 19, 2003 in Las Vegas. Las Vegas is an entertainment capital as the best place to learn about casino and hotel management through its hospitality industry. With about 100,000 hotel rooms, hundreds of restaurants, resorts, conventions, and trade shows, Las Vegas is a living laboratory for the study of hotel administration. This program of our School is cooperated with UNLV to offer the Certificate Of Exective Host (COEH) for qualified professionals through training and education of hospitality. Dr. Keong Leong, Chairman of Department of Business, UNLV; and Dr. E. Lee Bernick, Chairman of Public Administration, UNLV are Deans of the School. Participant may receive a Certificate of Executive Host (COEH) in meeting general requiement and successful completion of all the following courses plus a study paper: 1. Introduction to Hospitality Management 2. Human Resources & Personal Relations 3. Customer and Food Services 4. Financial and Quantitative Ananlysis 5. Principles and Practice in Casino and Gaming Management 6. Seminar on Hospitality 7. Field Trips to Casino 8. Professional Paper The above proposal for the Certificate of Executive Host (COEH) was designed by the GSBPA of WBTI on July 2003. To promote customer service for the gaming industry, we need the Certificate Executive Host as a good program. ----------------------------------------------------------- References 1. Thompson, William and Comeau, Michele. (2003) "Casono Cusomer Service -- The WIN WIN Game," New York City: Gaming & Wagering Business. 2. Ibid 777777777777777777777777777777777777777777 77777777777777777777777777777777777777777777777777777777 777777777777777777777777777777777777777777777777777777777777777777777777777 | | | |
110803 |
Newsbrief ***** November 8, 2003 ***** ## Second Edition Washington Business and Technology Institute http://communitylink.reviewjournal.com/lvrj/wbtiAdvisory Board: Governor Kenny Guinn, Chairman; U. S. Senators Harry Reid and John Ensign, Vice Chairmen; U. S. Representatives James Gibbons and Shelley Berkley, and Las Vegas Mayor Oscar Goodman, Executive Directors. U. S. Secretary of Labor Elaine Chao Chairperson Dr. Tony T. Lei President Dr. William N. Thompson Director of Public Administration Institution Dr. E. Lee Bernick and Dr. G. Keong Leong Deans of Graduate School of Business and Public Administration Justice of the Supreme Court William Maupin, Attorney General Brian Sandoval, and District Judge Stewart Bell, Honorary Chairmen of Clark County District Attorney and Police Civil Commission (CCDAPCC) District Attorney David Roger and Sheriff William Young Chairmen of CCDAPCC (702) 255-9058 ------------------------------------------------------------------------------------------------- Programs initiated by the cooperation of the Graziadio School of Pepperdine University and the Graduate School of Business and Public Administration of Washington Business and Technology Institute will bring new advancement By Tiffany Chang Global competition is mounting. Because the huge increase in import penetration plus the massive amounts of overseas investment, firms of all sizes now face competitors from everywhere in this world. The trend of the increasing internationalization of business and enterprise is requiring managers and executives to have a global business perspective gained through experience, education, or both. In the recent years, it is apparently that American managements want their top executives at company headquarters to have years of foreign experience, and they are sending young executives abroad to acquire that experience. "There is no longer any such thing as a purely national economy. The rest of the world is just too big to ignore, either as a market or as a competitor. If business schools do nothing other than to train their students to think internationally, they would have accomplished an important task," said John Young, CEO, Hewlett-Packard.*1 Innovation is the key to success, managers are looking everywhere in the global organization for new ideas. Modern companies would view Information technology (IT) as a major competitive differentiator. Strategic businesses emphazise the ueses of information technology for management. International companies develop their global IT platforms by integrating worldwide hardware, software, and Internet-based network architecture. Commuunication technology, for example the teleconferencing and computer networks, is making it possible for people from subsidiaries around the world to work together on project. Many business are becoming global companies and moving toward transnational e-business strategies in which they integrate the global business activities of their subsidiaries and headquarters. The international dimemsions of managing global e-business technologies include dealing with cultural, political, and geoeconomic challenges posed by various countries for global marketplace. The e-business technologies are changing the distribution, relatonships, resources, and responsibilities of managers. Information Technology is helping managers of e-business to eliminate layers of amangement, enabling more collaborative forms of management, providing them with significant information technology resources, and confront them with major e-business and e-commerce challenge. The Graduate School of Business and Public Administration (GSBPA) of Washington Business and Technology Institute (WBTI) is promoting the cooperation and development of international trade, investment, and business. To contribute the Asian countries with the spirit of innovation and entrpreneurship, we need to emphasize our programs with our global e-business technology managemnt. We are surrounded by lots of e-business entreprises in this 21th Century era of businees world. An e-busineess entreprise is a business that uses the Internet, intranets, extranets, and other computer networks to support electronic business process, decision making, and team and workgroup collaboration within the enterprise and among its customers, suppliers, and other business partners. Dr. Tony Lei was glad to know that Dr. Terry Young, a professor of economics, had been appointed by Pepperdine University as interim Associate Dean of Academic Programs for its Graziadio School of Business and Management. "We are fortunate to leaverage Dr. Young's international expertise to enhance and strengthen our MBA curriculum for a glabal economy," said Dr. Linda Livingstone, Dean of the Graziadio School.*3 Dr. Young served as director of the school's professional MBA and BSM programs for seven years prior to overseeing its global programs. She has an extensive background in finance, with consulting expertise in global soucing and business start-ups. "Globalization and innovations in technology are changing the way we teach today's business leaders," said Dr. Terry Young.*4 "Just as economists must be equipped to forecast and regulate impending changes, so, too, must educators." Here in the Graduate School of Business and Public Administration (GSBPA) of WBTI, one of our purposes for the future development is to strenghten our business prgrams with the emphasis of e-business technology management. We will encourage the management of information technology in our international e-business entreprises by three functions. We expect our e-business entriprises will make their managing information technologies effective by : (1)the joint development and implementation of e-business and Information Technology ( IT ) strategies by business and IT executives, (2)managing the research and implementation of new information technologies and the development of e-business applications, and (3)managing IT processes, professionals, and subunits within company's IT organization and Information System (IS) function.*5 Computer and technology are as natural as the air for the people in today's workplace which is teeming wih individuals who have terrific idea and a great deal to contribute. Las Vegas is a famous international city. Las Vegas has good international environment. The international environment is the internatctions between the domestic environmental forces and the foreign environmental forces. It is also the interactions between the foreign environmental forces of two countires when an affiliate in one country does business with customes in another. The recent delegation of trade and investment to China led by Lt. Governor of Nevada has launched a milestone for our cooperation and development of internatonal business ---business that involvesthe crossing of natinal boarders. People are interested in having programs cooperated by Pepperdine University's Graziadio School of Business and Mangement and WBTI that will enhance the multual cooperation in investment, trade, and global business among U. S., China, Taiwan, and Singapore. ---------------------------------------------- References *1. Ball, Donald A, and McCulloch, Jr., Wendell H. (2003) International Business --- The Challenge of Global Competition," Chicago: McGraw-Hill Irvin. *2. O'Brien, James A. (2003) "Introduction to Information Systems," Boston, N. Y.: McGraw-Hill Irvin. *3. The Graziadio School, (2003) "Media Relations," Malibu, California: Pepperdine University. *4. Ibid. *5. O'Brien, James A.. (2003) "Introduction to Information Systems," Boston, N. Y.: McGraw-Hill Irwin. @@@@@@@@@@@@@@@@@@@ 88888888888888888888888888888888888888 &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& 7777777777777777777777777777777777777777777777777777777777777777777777 | | | | Go To Page: [1][2][3][4][5][6][7][8][9][10][11][12][13][14][15][16][17][18][19][20][21][22] 23 [24][25][26][27][28][29][30][31][32][33][34][35][36][37] | |