Personal Perspective Paper Essay Example | Topics and Well Written Essays - 500 words

Personal Perspective Paper - Essay Example Since I faced short timeliness and limited information at hand, I just could satisfice with one good enough solution using my judgmental heuristics. In my daily life, since I am free to make my own choices about the things I do like choosing a picnic point on a vacation, what to eat in a restaurant, which dress to wear, so I do not use this model in general because I do not feel bounded by constraints. The Rational Model I have always wished that I could use this model in my human resources management because I always faced short timeliness which did not enable me to follow the comprehensiveness of this model. However, in my daily life, whenever I face a problem like changing my residence, I have always made use of this model by first identifying the problem; thinking out different solutions; choosing the best possible solution; and, then implementing the solution (Robbins, Judge & Sanghi, 2010, p.44. Thus, I break down my decision-making process into short modules as is offered by t his model and work on each module separately to come to the best solution that is practical and logical both at the same time. This model has helped me in solving as small a problem as finding my lost tie, and as big a problem as solving a dispute with my spouse. Incremental Model I have widely used this model whenever I faced conflicts with my co-employees.

Research Proposal Essay Example | Topics and Well Written Essays - 4000 words

Research Proposal - Essay Example Information on the prevalence of obesity within the military is limited and usually relies on reported data on height and weight or on unrepresented smaller samples. According to Rona et al (2010), BMI is the usual indicator to assess overweight and obesity among army personnel but its validity is questionable because some people may have huge bodies but not obese. As such, in this proposal the author will make reasoned judgements and draw conclusions from these findings along with evaluating the significance of the assessment criteria used in monitoring obesity. Furthermore, the proposal also seeks to highlight the reason why the prevalence rate of obesity at the time of recruitment is low and subsequently increases over the years. The problem of obesity affects the military personnel in many ways. According to the World Health Organisation (2000) ‘Obesity is diagnosed as having a body mass index of 25 and over’. Thus the Ministry of Defence has adopted the WHO BMI char t and all personnel have their measurements taken and calculated as above and classified according to this chart. This will be further reviewed within this proposal. CONCLUSION Prevalence rates of obesity from this study should be viewed with caution as the sample studied is not representative of the UK Armed Forces. The true percentage of obesity could be higher since the sample is drawn from a small number of people. This research proposal aims to use a quantitative research method to evaluate the use of BMI and waist circumference to monitor obesity levels within the RAF. In turn this research proposal will highlight how BMI and waist circumference monitoring negatively reflects the obesity statistics in RAF personnel. Consequently the results of this research proposal will be used to: Highlight the importance of accurate measurements to assess obesity. In turn it will provide evidence to HQ Air to rethink current policy and perhaps adopt a tri service approach to tackling this p roblem in the future. INTRODUCTION Preventing obesity is essential within the military, not only to decrease the risk of cardiovascular disease and other chronic conditions (Ogden, et al 2007) but also to increase fitness and operational preparedness. This is essential since it improves their performance and physical fitness. The prevalence of obesity in the United Kingdom Armed Forces has not previously been monitored. Military personnel undergo annual health examination dependent on trade/branch (Joint Service Publication, 346 Chapter 2, 2008 will be hereafter referred to as JSP). Despite these examinations, there appears to be a requirement for a more robust information system to estimate obesity within the military (Rona et al, 2011). According to the JSP 346 the assessment process appears to rely heavily on how healthcare staff interprets height and weight measurements in order to calculate Body Mass Index (BMI). BMI provides the most useful population-level measure of obesity as it is the same for both sexes and for all ages of adults (WHO, 2012). The notion that BMI should be used when assessing obesity is backed by US research (Rona, 2012). However, the drawback of this method is that an increase in BMI may not necessarily mean that a person is obese since military personnel have greater muscle mass than ordinary citizens. In 2006, the National Institute for Health and Clinical

Questionnaire Design for Business Research

Questionnaire Design for Business Research INTRODUCTION: Many businesses, economic and social questions are not amenable to a simple YES or No answer. Every business needs some clarification or discussion. Solutions can be presented and every criterion can be either accepted or rejected. To consider the arguments and indeed the facts presented, the completeness of current information and the requirements for new information need to be assessed. Decision maker not only need the DATA but also need to evaluate the quality of the data. One Dictionary definition of data is ‘things known and from which inferences may be deduced. Data refers to information or facts usually collected as the result of experience, observation or experiment, or processes within a computer system, or premises. Data may consist of numbers, words, or images, particularly as measurements or observations of a set of variables. Data are often viewed as a lowest level of abstraction from which information and knowledge are derived. Data in business means numerical values such as size of a business, its profitability, its product range, the features of the workforce and host of other factor. However numbers alone cannot give clear understanding of the business problems therefore it is important to consider the entire factor that affects the business during its existence such as legal, economic, culture and etc. In general business, require a multi disciplinary approach. The completeness of data is always a problem for the decision maker. Collection of data is always vast, but it depends on the decision maker to decide whether the current data is enough or more additional has to be collected. Collection data is a tedious job and costly also. The main issue for the decision maker is that whether the data has some quality information or no. Data that has bias or is misleading can damage any effective decision making process which can further affect the profit in future. Data can be collected by different sources and most people underestimate the number of sources and the amount of data within each of these data: Paper based sourced: It is books, journals, periodicals, abstract, indexes, directories, research reports, conference papers, markets reports, annual reports, internal record, magazines, newspaper. Electronic based sources: CD-ROMs, online database, Internet, videos and broadcast. Pre-collection activity is the most crucial steps in the collection of data. There is always a formal need of checking the data collected so as to ensures that the data collected defined and accurate and the finding in the collection of data are valid and not bias. In this Globalization century it is important to be abreast with the updated information and data so as to have a competitive edge. 1. Company Overview: My research is based on Dominos: Starting in business with his brother James in 1960, Tom Monaghan brought a pizza store named DomiNicks in Ypsilanti, Michigan. A year later, James traded his interest in the store for a Volkswagen. Tom formed another partnership and, during the next three years, continued to open stores in Mt Pleasant, Ann Arbor and Ypsilanti. In 1965 that partnership was dissolved, leaving Tom with one store in Ann Arbor and two in Ypsilanti. When Tom was searching for the name for his new corporation, a driver suggested the name ‘Dominos. The name was adopted and Tom helped create the now familiar red and white three-dot logo. Through hard work and dedicated team, Dominos grew into international leader in the pizza delivery industry, with over 8,000 stores in 50+ markets. December 1998, saw a change in ownership for Dominos pizza when Bain Capital, a Boston based private equity investment firm, purchased Dominos from Mr. Monaghan. The new leadership has brought an even stronger focus to operational quality and growth, as well as renewed commitment to recruiting and developing exceptional people. To forward the goals, David A Brandon was named Chairman and Chief Executive Officer of Dominos Pizza, LLC in March, 1999. Dominos pizza first opened its UK store in 1985 and has over 500 stores now in UK and Ireland. TASK 1: 1. Sources of Data Collection: Nowadays data collection is become very important in this Economic world .When there are many business ,economic, and social question they are not amendable by a simple yes or no, So here to consider the argument and indeed the ‘facts presented, the completeness of current information and the requirement for new information need to be assessed. According to Jon Curwin and Roger Slater, Third edition 1991, stated that one dictionary definition of data is ‘things known and from which inferences may be induced Appraisal and market studies use two types of data- Primary data and Secondary Data. All the data collected should be current, relevant, accurate and conceptually correct. Primary data and Secondary data are defined in The Dictionary of Real Estate Appraisal as follow: Information that a researcher gathers first hand is primary data. Information from secondary sources i.e. not directly complied by the analyst may include published and unpublished work based on research that relies on primary sources of any material other than primary sources used to be prepare a written work. Decision makers not only data but also the quality of the data because Data that are bias or misleading can damage any effective decision-making process. Whenever we look at data or consider data collection we need to ask ‘what is the problem? or ‘what is the question?Basically there are two types of sources of data 1) Primary Data and 2) Secondary Data. A) PRIMARY DATA: Primary data is facts and information collected specifically for the purpose of the investigation at hand. Primary data is collected specifically to address the problem in question and is conducted by the decision maker, marketing firm, a university and etc. Primary data cannot found elsewhere. Primary data may be collected through surveys, focus groups or in depth interviews, or through experiments such as taste tests. According to Jon Curwin and Roger Slater, Third edition 1991, stated that a statistical enquiry may require the collection of new data, referred to as primary data, or be able to use existing data, Primary data is its collection for a specific project. Advantages: Basic data are included in primary data collection. It is unbiased information It is the information that is collected originally. Disadvantages: Data collected is large in volume It is time consuming Direct and personal intervention has to be there to collect the data The data collected is raw. For example: A distribution census, taken every five years, dealing with retail data Ø Population census which has been carried out in the U.K in every 10years since 1801 ,this exercise gives highly detailed information and reflect data from all part of the population EXAMPLE: Metro Newspaper, Thursday, May 14, 2009. BANKS are slowing down Britains economic recovery by not lending, it was claimed yesterday. The Banks- some of which have been propped up with billions from the taxpayer- are displaying an ‘extreme level of risk aversion when lending to businesses and households, Banks of England governor Mervyn King said. The warning came as the Bank predicted the economy would shrink by 4.5 per cent at the peak of the recession in the summer. Consumer price inflation currently at 2.9 per cent target this year. However, a weak pound, the impact of 0.5 per cent interest rates and government spending offered hope of recovery, Mr King added in his quarterly inflation report. http://goliath.ecnext.com/coms2/gi_0199-934872/Primary-and-secondary-data-concepts.html B) TYPES OF METHODS OF COLLECTING PRIMARY DATA: Questionnaire Interviews Focus Group Interviews 1. Questionnaire: Questionnaire are a popular means of collecting data, but are difficult to design and often require many rewrites before an acceptable questionnaire produced. Questionnaire is the series of question to be asked to an individual so as to obtain statistically useful information about any given task. It became a vital instrument if it is constructed and responsibly administered. It is frequently used in quantitative marketing research and social research. They are valuable method of collecting a wide range of information from large number of individuals, often they are referred to as respondents. Good questionnaire construction is important for the success of a survey. Inappropriate question, incorrect order of question, incorrect scaling, and bad format can make the questionnaire worthless. In order to have a successful questionnaire it is important to have the subset of target respondent to be tested first. Advantages: It can be used as a method in its own right or as a basis for interviewing or a telephone survey. It can be posted, emailed or faxed. It can be used for large volume of people or organization It has wide geographic coverage. It is relatively cheaper No prior arrangements are needed. It avoids embarrassment on the part of the respondent. Respondent can consider responses. There is a possibility of respondent being anonymous There is no Interviews bias. Disadvantages: Designing the questionnaire is a problem Questions have to be relatively simple. It has low response rate. It is time consuming whilst waiting for the response to be returned. It requires return deadline. Several remainders are required while conducting the questionnaire. It assumes no literacy problems. There is no control over who completes the questionnaire. It is not possible to give assistant if required. There is a problem with incomplete questionnaire. The replies are not spontaneous and independent of each other. Respondent can read all questions beforehand and then decide whether to complete or not may be because it is too long complex, uninteresting, or too personal 1.1 SUCCESSFUL QUESTIONNAIRE DESIGN: To be successful, a questionnaire needs both a logical structure and well thought out questions. The structure of the questionnaire should have a flow from question to question and from topic to topic, just like the conversation between two people. Any radical jump between questions or topic would create a problem or confusion to the respondent. It is often suggested that a successful and useful technique is to move from general to specific questions on any particular issue. The Gallup organization has suggested that there are five possible objectives for a question: To find if the respondent is aware of the issue To get general feelings on an issue To get answer on specific parts of the issue To get reasons for a respondents views To find how strongly these views are held 1.2 DESIGN OF POSTAL QUESTIONNAIRE: Theme and covering letter: The general theme of the questionnaire should be explicit in a covering letter. You should state who you are, why the data is required, give if necessary, an assurance of confidentially and/or anonymity and contact number and address or telephone number. This ensures that what respondent is known what they are committing. If possible, you should offer estimate time for completion. Instruction for return should be included with the return date made obvious. Instruction for completion: You need to provide clear and unambiguous instruction for completion. There should be a general instruction for particular question structure. The response method should be indicated (circle, tick, cross and etc). Even example can be given to make question clearer. Appearance: Appearance is the first thing which the recipient reacts. A neat and professional look will encourage further consideration of request, increasing your response. To improve the questionnaire appearance: Liberal spacing makes the reading easier. Photo reduction can produce more space without reducing content. Consistent positioning of response boxes, usually to the right speeds up completion. Choose the font style to maximize legibility Differentiate between instruction and question. Length The length of the questionnaire should not be that long because this could affect the completion of it and respondent may be uninterested to complete. Order: The most important and crucial stage in questionnaire is the beginning. Once the respondents have started to complete the question they will normally finish provided if it not too long or difficult. Coding: It is advisable non numerical responses when designing the questionnaire rather than trying to code the responses when they are returned. Thank you: Respondents to questionnaire rarely benefits personally from their efforts and the least the researcher can do is to thank them. Even though the covering letter will express appreciation for the help given, but it is always advisable to thank the respondent at the end of the questionnaire. Question: Question asked should be short, simple and to the point avoid any unnecessary words. It shouldnt confuse the respondent as it could affect the completion of questionnaire. Types of Questions: Contingency question: A question that is answered only if the respondent gives a particular response to a previous question. This avoids asking questions of people that do not apply to them. Matrix question: Identical response categories to multiple questions. The question are placed one under the other, forming a matrix with response categories along the top and a list of question down the side. This is efficient use of page space and respondents time. Close ended question: Respondents answers are very limited to a fixed set of responses. Other types of closed ended question include: Yes or No question: The respondent answer with a ‘yes or a ‘no. Multiple choices: The respondents are given with several options from which to choose. Scaled question: Responses are graded on a scale for e.g. rate the food quality scale from 1 to 10, with 1 being the least preferred and with 10 being most preferred. Open ended question: No option or predefined categories are suggested. The respondent gives their own answer without being constrained by fixed set of possible responses. 2) Interviews: Interviewing is a technique that is primarily used to gain an understanding of the underlying reasons and motivation for people attitudes, preferences or behavior. Interviews can be undertaken one to one basis or in group. There different types of interview that can be conducted such as personal interview and telephone interview. Interviews can be structured, semi structured and unstructured. A personal interview has a serious approach by respondent resulting in accurate information. It has good response rate with completed and immediate. Interviewer can also give help to the interviewee if in case it requires some help. There is need to the setup interviews. It is time consuming and expensive. Interviewer can even ask some personal question which could be embarrassing for the respondent. Telephone interview is an alternative form of interview to the personal, face to face interview. It is relatively cheaper, quick and has wider coverage. It has high rate of spontaneous response. Telephone interview is often connected with selling. It often requires questionnaire. Time is wasted if lines get disconnected and if call backs are given it could make the respondent irritate. A strong telephone manner is needed to handle the question raised by the respondent. 3) Focus Group interview: A focus group is an interview conducted by a trained moderator with a small group of respondent. The moderator starts the discussion and then leads the same. The main purpose of the focus groups is to get the insight or complete knowledge by listening to a group of people from the targeted market about the specific issues of interest. SECONDARY DATA: All methods of data collection can supply quantitative data or qualitative data. When using secondary research, one must be caution when using dated information from the past. Secondary data is facts and information gathered not for the immediate study at hand but for the purpose. Secondary data is data which has been collected by individuals or agencies for purposes other those of our particular research study. Common sources of secondary data for social science include censuses, large surveys and organizational records. Secondary data is a data which is collected from primary data to create new research. A secondary data source is a summary of a book or set of records. Secondary data, Sources of primary data include observation, group discussions and the use of questionnaires. Advantages: It is easily accessible and saves time that would otherwise be required for collecting data. The cost to access secondary data is little or no cost to acquire. Secondary data helps to clarify the research focus or question. Disadvantages: Quality of research is questionable because the secondary data is originated from primary data research which is collected and controlled by the marketer itself. In many cases, secondary data is not well presented in a form that exactly meets the researchers needs. In secondary research, much information is incomplete because the researcher may not get the full version of the research to gain the full value of the study. This is because many researcher suppliers offers free portions of their research and then charge expensive fees for their full reports. Example: Data collected by the hotels or the organization through its history system. Data supplied by a marketing organization Annual company reports Government statistics Secondary Data Analysis: Secondary data analysis is commonly known as second hand analysis. It is simply analysis of pre-existed data in a different way to answer a different question than originally needed. It analysis the data that was collected by someone else and uses it in for further study that is intended to complete. Secondary data can be gathered by internal and external source of data collection. Where internal sources includes sales data, reports data, financial data, Transport data, storage data and external sources includes government statistics, trade association, and commercial services There are common sources of collecting secondary data such as from Bureau of the census, the Bureau of Labor Statistics and various other agencies. Example: U.S Bureau of the census has kept track of the census of the population for over two hundred years. Moreover, the census includes housing, the labor force, manufacturers, business, agriculture and so on. Census data can be used for various research questions. Anyone has access to the large amount of information nearly one hundred surveys, by visiting their website at (http://www.census.gov). Bureau of Labor Statistics collects information or data on employment, industrial relations, prices, earning, living condition, technology and productivity. Report is out every month in this bureau and they can be viewed at (http://stats.bls.gov ) International Data Sources is a strong source for comparative researchers and can deal with economic aspects, including political events across many other nations. In Europe, a Euro barometer Survey Series is used to publish reports on social and political events in the country. The Design and purpose of research: Secondary data analysis means collecting the data which is collected by some other person and using the same data for understanding the current issue or problem face by the researcher. It is important to have a well defined research type which in turn would help the research to be successful. In order to use the secondary data three steps must be completed: Locate the data Evaluate the data Verify the data Collecting data is easy online but to verify the data whether they care up-to-date or current is important. Therefore it is important to be alert and cautious while using the online sources while collecting the data Example: Ethnicity, discrimination and health outcomes: a secondary analysis of hospital data from Victoria, Australia In this study, secondary data was used in the form of hospital discharge abstract for the state of Victoria in Australia. The variables that were looked at were a persons country of birth and the quality of care they received in a universal health care system. It was secondary data because it had already been collected by the hospital in the way of their charts and discharge abstracts. The researchers were simply looking at the data and the relationship between the listed country of birth and what type of care was listed. The goal of the research was to explore the relationship between a person ethnic background and the amount of care they received from the hospital. The researchers were interested in developing a preliminary set of data that would allow them to develop methods to study the issue further. The discharge abstract contained demographic and clinical information about each patient. From the abstract the researcher separated the patient into three groups. The first being Australian or English patients. The second group consisted of patients who did not visibly appear to be minority e.g. people from Europe, South and Central American. The third group contained people that were visible minorities e.g. Middle Easterners, Asians, Africans and Pacific Islanders. Dominos strives to excel in customers satisfaction. Its major competitors are Perfect Pizza with over 200 outlets, Pizza Hut with over 170 restaurants and also small pizza delivery business; it is believed that there are as many as 4,000 pizza delivery companies in UK. It is important to have updated knowledge about the market so as to survive the recession. Dominos store in UK conducted the questionnaire to have clear idea about the market needs and customer expectation. DOMINOS PIZZA 315 Chiswick High Road, London W4 4HH Telephone: 020 8995 4555 http://www.dominos.uk.com/people/Current_Positions.aspx TASK 2: TECHNIQUES TO ANALYSE DATA: Data which is collected needs to be analyzed and then interpreted or technique to presented in the form that is self explanatory and easily understandable. Therefore, it is important to know the process that is included in process of analyzing the data. Data analysis is the process of gathering, modeling, and transforming data with the goal of highlighting useful information, suggesting conclusion and supporting decision making. Data analysis has multiple ways, approaches and technique. The main task is to interpret the information or the data that is collected. There are various ways to interpret the data in a simple for easy understanding. Interpretation of data is important for making a decision for the business. There are different ways or methods how a data can be interpreted, that is: Method1: Graphical presentation Method 2: Mean, Median and Mode Method 3: Quartile, percentile and Standard deviation. Method 1: Graphically presentation: The easiest way to present the data is through graphs and diagrams. There are different graphical presentations that are used for interpreting the data or presenting the data. To show the relationship between two variables we use graphs and diagrams. Using graph can have quick and direct understanding. It highlights the most important facts. It gives easy understanding of the data and can have a long lasting impression. Graph can be used when the data is dispersed, few or numerous and has little or no variation. Below is the detail for the local garage which is facing the fierce competition and wants to compete in the market with the reasonable prices. HISTOGRAM: Histogram is the popular graphing tool. It is used to explain discrete or continuous data that are measured on an interval scale. It is often used to present the distribution of data that is collected for the purpose. It divides the range of values in the data set into group classes. Histogram is more similar to vertical bar graph but when the data are continuous, there are no gaps between the bars. When the variables are discrete, gaps should be left the between the bars. In histogram, frequency is measured by the area of the column and in a vertical bar graph; frequency is measured by the height of the bar. Histogram graphically shows: Center (i.e. the location) of the data Spread (i.e. the scale) of the data skewness of the data presence of outliers and Presence of multiple modes in the data. The most common form of the histogram is taken by dividing the range of data into equal classes. That is, Vertical axis: frequency Horizontal axis: Response variable The histogram is a popular graphing tool used in the presentation of the data. It is used to summaries discrete or continuous data that are measured on an interval scale. It is often used to represent the major features of the distribution of the data in an easy form. The October costs of the garage. In the data the costs of the servicing may be grouped into classes as follow: Tabulated (grouped) continuous data Method 2: Mean, Median and Mode are the most commonly used forms of average for the most business data. Each has its own characteristics, and whilst it will be possible to use them interchangeably with some data sets, for others there will be a single average which will be most appropriate. One consideration will be the type of the data with which we are dealing is it categorical, ordinal or cardinal; secondly we must ask if the data is discrete or continuous. 2.1 Mean: The arithmetic mean is the name used for the simple average which you can already calculate. Almost everyone understands this average and thus it will succeed in communicating the concepts of the location of the data to a wide range of people. It does not apply to the apply to the categorical data and its interpretation when used with ordinal data is to open to considerable doubt. When used with discrete data it may give an answer which cannot occur, for example fractional number of people. This is the most commonly used average. The mean is calculated by adding the given values and then dividing the sum by the number of addends. Potential Problem: If you have a large number of small values with a few very large values in your sample, mean averages get skewed: the mean is nearer to the bigger values even though the small values there are smaller numbers. If you have a few small values and a few large values, the mean average can get skewed this way too. If you have one, or more, outlying values that do not follow the general trend of the numbers in a sample, the mean average can be affected more dramatically than intended. There are different ways of calculating Mean in different Data: 2.1.a) Untabulated data: Suppose that there are number of people were 7, 5, 6, 7 and 8. To calculate the mean, we would add all the numbers together to find the total number of people taken, and then divide by the number of values included. Here, the mean would be: That is, / 5 =33/5 =6.6

Communication Skills :: communication listening

Communication Skills   Ã‚  Ã‚  Ã‚  Ã‚  Communication skills are all around us, from the day we are born until the rest of our lives. How many times have you seen communication skills required for a job in the classifieds and wonder what it actually means. A communication skill is some type of skill used in communication, From talking, body language to even listening. Many things can effect the way one can convey his or her communication skills to others. All of these skills are very personnel to one another. Everyone has different ways of expressing some kind of communication skill within them. One communication skill is speaking, by far one of the most important skill we posses. To be a good speaker one must be able to convey ideas clearly and briefly. One must also have a clear and pleasant tone to his or her voice. This makes the person you are talking to more attentive, thus, more interested. The speaker must also be aware of his environment and the people he is speaking to. Environment plays a lot with what you say and try to convey to people. If you hear a bird chirping, you might incorporate it to what you where just about to say. This makes the person you're talking to even more comfortable with what you are trying to convey with your thoughts and ideas. This is how different things can effect one's communication skill, speaking.   Ã‚  Ã‚  Ã‚  Ã‚  A second communication skill is body language, a very personal way of expressing yourself without words. One's body language can carry a whole conversation without even saying a word. Sign language is an excellent example of this, one can spend there whole life communicating only with there body. Still one can be able to understand exactly how a person is trying to express themselves. Speaking and body language goes hand to hand, without gestures when talking one cannot truly explain certain things to someone. Also there is no visual effect for the person listening. When there is sound as well as some kind of visual movement one is more interested in what someone is trying to say. Through body language one can tell if a person is sad or happy, glad or mad. Body language conveys a lot of expression to are inner feelings and thoughts. Body language can show many things about you and the way you think. It can also show the way a person reacts to what you try to convey to them. If the listener isn't responding one must try and change the topic without losing the listeners focus. One can only know this threw the listener's body language.

Ethics in Healthcare Essay

Healthcare is a diverse field with many specialties, but a commonality in all aspects is provider’s ethics. Ethics means following the standards and guidelines set by institutions as it relates to job duties, professional behavior, and patients. The decisions made by healthcare professionals, be it physicians, nurses or medical staff, affect real people and may mean the difference between life and death. The health and welfare of patients, along with the very serious aspect of treatment facilitation, requires that ethical standards be followed every step of the way for the health care professional. Following ethic issues will give us a comprehensive view of what it means and how it applies to the healthcare industry. Healthcare professionals follow ethics from how medical guidelines are set, how ethics can become legal issues, and ethical effects on patience. Setting of Guidelines The settings of guidelines differ from facility to facility, but the core values are the same. â€Å"Guidelines are usually produced at national or international levels by medical associations or governmental bodies, such as the US Agency for Healthcare Research and Quality. Local healthcare providers may produce their own set of guidelines or adapt them from existing top-level guidelines.† (Guidelines & recommendations, n.d.) â€Å"Clinical practice guidelines are systematically developed statements to assist practitioner and patient decisions about appropriate health care for specific clinical circumstances.† (Institute of Medicine, 1990). Such documents have been in use for thousands of years during the entire history of medicine. (Wikipedia) Clinical protocol is a predefined written  procedural method in the design and implementation of experiments.† Protocols are written whenever it is desirable to standardize a laboratory method to ensure successful replication of results by others in the same laboratory or by other laboratories. Detailed protocols also facilitate the assessment of results through peer review. In addition to detailed procedures and lists of required equipment and instruments, protocols often include information on safety precautions, the calculation of results and reporting standards, including statistical analysis and rules for predefining and documenting excluded data to avoid bias.†(Wikipedia) All aspects of guidelines all have a form of ethics that follow. Ethics Groups There are many different ethics groups in healthcare. Ethics groups improve patient care and the health of the public by examining and promoting physician professionalism. The Ethics groups are organized into three parts: as stated by (AMA) Council on Ethical and Judicial Affairs (CEJA), which promotes adherence to the professional ethical standards set out in the Code through its judicial function, Ethics Resource Center, which provides students and physicians with the essential tools and skills to address ethical challenges in a changing health care environment, and the Institute for Ethics which is an academic research center uniquely situated in the nation’s largest professional association of physicians. All these different groups listed above, promote ethics in healthcare. Another ethic that effect patients is the Health Insurance Portability and Accountability Act (HIPPA). As stated by (AMA) â€Å"Created in 1996 (HIPPA) provides the ability to transfer and continue he alth insurance coverage for millions of American workers and their families when they change or lose their jobs; Reduces health care fraud and abuse; mandates industry-wide standards for health care information on electronic billing and other processes; and requires the protection and confidential handling of protected health information.† So many different parts of ethics that effect patients seem never-ending but all these things are set in place to help patients, but when do these ethics go too far? When do they become legal issues? Ethics codes and policies of facilities can turn wrong fast and one person’s view change others as things go awry and it becomes a legal issue. An example of  ethics becoming a legal issue is a Texas law that says life-sustaining treatment cannot be withdrawn from a pregnant patient, regardless of her end-of-life wishes. Recently there was a Texas woman who was brain dead and pregnant. She and her husband both paramedics, between each other, did not want to be kept alive by machines in this type of situation. The hospital applied the law cited above, but is this the correct type of ethics governing hospitals? Larry Thompson, a state’s attorney arguing on behalf of the hospital stated the hospital was trying to protect the rights of the fetus as it believed Texas law instructed it to do. (Urbanski, D. 2014) Keeping a dead body alive with a fetus that had slim to no chance at life, where do ethics come in? Are ethics more of a personal belief or opinion of some? Ethical Codes Ethics codes help standardize the quality of ethics in healthcare field. The Code of Medical Ethics made by the American Medical Association (AMA) which was founded in 1847 unanimously adopted the world’s first national code of professional ethics in medicine. Since that time it has been the authoritative ethics guide for practicing physicians. â€Å"The Code articulates the enduring values of medicine as a profession. As a statement of the values to which physicians commit themselves individually and collectively, the Code is a touchstone for medicine as a professional community. It defines medicine’s integrity and the source of the profession’s authority to self-regulate.† (AMA) This code has set the guidelines for the medical industry. The Hippocratic Oath also shows how guidelines are set in medicine. Hippocratic Oath is an oath historically taken by doctors and other healthcare professionals swearing to practice medicine honestly. There have been ethical guidelines in medicine a long time, the â€Å"Hippocratic oath was written in 5th century BC.† (Tyson, 2001) Such documents have been in use for thousands of years during the entire history of medicine. Each medical facility has their own ethical guidelines to follow and it plays an important role in healthcare and plays a role on patients. The last code is the National Association for Healthcare Quality (NAHQ). NAHQ’s (2011) Maintains active personal and professional development programs in the field of healthcare quality and exhibits a broad range of knowledge creates and supports an environment that fosters teamwork, emphasizes quality,  recognizes the customer, and promotes learning maintains a commitment to the improvement of the professional through participation in, and active support of, the local, state, and national professional organizations addresses concerns and takes formal actions to resolve or report the unethical or questionable practices to the appropriate channels. (Code of Ethics for Healthcare Quality Professionals, n.d.) Conclusion In summary, ethics have effects on how medical guidelines are set, how ethics can become legal issues, and ethical effects on patients. Every part of healthcare ethics plays an important role in the process. Decisions of facilities, providers, and patients are all impacted by ethics. Medical professionals must follow ethical guidelines and be aware of legal issues, and ethical effects on patience. The decisions made by healthcare professionals, be it physicians, nurses or medical staff, affect real people and may mean the difference between life and death. The health and welfare of patients, along with the very serious aspect of treatment facilitation, requires that ethical standards be followed every step of the way for the healthcare professional. References (AMA) Code of medical ethics. (n.d.). Retrieved from http://www.ama-assn.org/ama/pub/physician-resources/medical-ethics/code-medical-ethics.page American medical association (AMA)-Council on ethical and judicial affairs. (n.d.). Retrieved from http://www.ama-assn.org/ama/pub/about-ama/our-people/ama-councils/council-ethical-judicial-affairs.page (AMA) Ethics resource center. (n.d.). Retrieved from http://www.ama-assn.org/ama/pub/physician-resources/medical-ethics/about-ethics-group/ethics-resource-center.page (AMA) Health insurance portability and accountability act. (n.d.). Retrieved from http://www.ama-assn.org/ama/pub/physician-resources/solutions-managing-your-p ractice/coding-billing-insurance/hipaahealth-insurance-portability-accountability-act.page Guidelines & recommendations. (n.d.). Retrieved from http://www.ahrq.gov/professionals/clinicians-providers/guidelines-recommendations/index.html (NAHQ) Code of ethics and standards of practice for healthcare quality professionals. (p.3 n.d.). Retrieved from http://www.nahq.org/uploads/files/about/codestandards.pdf National institute of health -Clinical practice guidelines. (n.d.) as cited by (Institute for medicine, 1990) Retrieved from http://nccam.nih.gov/health/providers/clinicalpractice.html Protocol (natural sciences). (n.d.). Retrieved from http://en.wikipedia.org/wiki/Clinical_trial_protocol Tyson, P. (n.d.). The Hippocratic Oath today. Retrieved from http://www.pbs.org/wgbh/nova/body/hippocratic-oath-today.html Urbanski, D. (2014, 01 26). Family: Pregnant and brain-dead Texas woman removed from life support.. Retrieved from http://www.theblaze.com/stories/2014/01/26/family-pregnant-and-brain-dead-texas-woman-removed-from-life-support/

McDonald marketing planning Essay

The complexity of marketing planning means that when organizations embark on it, they should expect to encounter a number of organizational, attitudinal, process and cognitive problems (McDonald 2002). This essay is an attempt to outline some of those problems, however it is beyond this essay to clarify all possible barriers in implementing a marketing plan. After the potential barriers are of implementation are specified the essay will try and give possible solutions. The essay will first look at organizational constraints and then progress onto operational barriers. Organizational barriers It is not uncommon for marketing planners to experience difficulties in gaining wholehearted executive commitment for an ongoing programmed of, planning implementation and control. This is often due to a lack of evidence linking marketing planning to direct financial benefit. This problem is less prevalent in the other organisational disciplines of Management, Production, Finance and Human Resource. Although marketing describes itself as the key business discipline- and rightly so if properly applied-vested interests often prevail to obstruct its centrality (McDonald 2002). In practice the other strands are able to flex varying degrees of muscle with the result that is often marginalised. Part of the problem is that marketing is perceived as an abstract art form rather than a science. Although a new status- that of Chartered Marketer- has been accorded to qualifying members of the Chartered Institute of marketing (Ree.C. 2000), the level of public awareness is low. A major cause for concern is that many organisations separate the three disciplines of business (production, HR, AND marketing). The problem with separating the three disciplines is that there will be a lack of participation of the key functions of the company. This is why a market-orientated approach is needed. As far back as the 1960’s Lear (1963)  recognised the barriers involved and that, whilst marketing orientation was desirable from the point of view of customers, the efficiency based structure of most organisations limited what could be achieved. Morgan and Piercy (1991) cite lack of proper training as a major inhibitor of marketing orientation this in turn can lead to weak systems and therefore weak, poorly valued marketing. Marketing orientation is of course a cultural issue. Smircich (1983) sought to define organisational culture as â€Å"something, which may be influenced, changed and manipulated, and in turn influence, change and manipulate members and features of an organization†. (Smircich 1983 p359) In her article, Wilson (2000) quotes an assumption that â€Å"culture develops through problem solving within an organisation but suggests that the lack of clarity of definition leaves us with the conclusion that culture is formed from a variety of external manifestations (observed as behaviors and processes) backed up by belief systems. This complexity may be the main reason why culture moves slowly- it involves changing behaviors and shaking beliefs†. (Wilson 1998 p3) The slow acceptance of new cultural developments like market orientation and the convergence of departments could act as a barrier in the adoption and implementation of market planning techniques. Operational barriers The design and implementation process of marketing planning can be subject to numerous amounts of possible problems. Many companies have now opted for formalized marketing procedures, McDonald states that â€Å"introduction of formalized marketing planning systems have serious organizational and behavioral implications for a company as it requires a change in its approach to managing its business.† (McDonald, 2002, p79) Unless businesses recognize these implications and seek ways of coping with these changes their planning could fail. This essay is now going to focus on possible operational barriers a business may face, when designing and implementing a marketing plan. McDonald states, â€Å"A major cause of failure or partial failure of marketing planning systems is the belief that once a system is designed, it can be implemented immediately.† (McDonald 2002 p82) Businesses who subscribe to this view often fail to implement a timetable for their plans. This can cause them to not fully plan the planning process. The inadequate planning could cause ineffective plans as they are not tried and tested, it could also cause them not being communicated successfully. McDonald discuss how â€Å"planning the planning process above all gives a resolute sense of purpose, and dedication is required, tempered by patience and a willingness to appreciate the inevitable problems which will be encountered in its implementation†. (McDonald 2002 p82) Possible problems can occur in the presentation of the planning terms. Confusion between members of an organisation concerning the content of the marketing plan can be elevated due to perplex terminology and excessive amount of information and detail. Planners are usually highly skilled and use expressions, which can be perceived by operational managers as meaningless jargon (McDonald 2002). Elaborate systems can often be blamed for over planning. Over planning can create huge amount of data and information, which may not necessarily be needed. This can be de-motivating for all concerned and cause loss of focus to the main issues (McDonald 2002 p85). McDonald writes about how the once a year ritual culture is one of the most common weaknesses in the marketing planning systems (McDonald 2002). Some Managers see the writing of a marketing plan as a troublesome activity, which is only completed to satisfy headquarters. This could lead to the plans being thrown aside and not properly completed or followed. McDonald states that â€Å"whilst this is obviously closely related to other explanations as to why some planning systems are ineffective, a common feature of companies that treat marketing planning as a once a year ritual is the short lead time given for the completion of the process, managers tend to relegate it to secondary importance.† (McDonald 2002 p86) Manager’s confusion over tactics and strategy form the foundations of why so many businesses become less profitable. McDonald articulates that â€Å"a tactical `plan covers in quite a lot of detail the actions to be taken, by whom, during a short term planning period. This is usually for one year or less. A strategic plan is a plan, which covers a period beyond the next fiscal year. Usually this is for between three and five years†. (McDonald 2002 p31) Previous decades have seen businesses using short-term tactical marketing. Many businesses used their short-term tactical strategies as a justification as to why they had been successful. McDonald is in disagreement with this and believes firms using these tactics were largely successful in the 1970s and 80s due to the simple environment and the easy marketability of products and services (MacDonald 2002). The increased complexity of today’s markets has meant that businesses need to have a more strategic and long-term approach. However McDonald explains that even when several businesses realize they need to take a more strategic approach they implement strategies, which are more sales forecasting and budgeting (McDonald 2002). The reason for this misguidance is that managers can confuse operational planning and strategic planning; some even argue that the two are separate entities, whereas they are very much interlinked. The mistake made by many  mangers is that the figures that appear in the long-term corporate plan are little more than statistical extrapolations that satisfy boards of directors (McDonald 2002). This common misdemeanor subjects the operational and the long-term plans to begum divorced from each other. The short-term plans become reactionary and the long-term plans lose their relevance and much needed cohesion and logic. McDonald explains, â€Å"This separation positively discourages operational managers from thinking strategically, with the result that detailed operational plans are created in a vacuum†. (McDonald 2002 p88) A real life example of a business separating tactics and long-term strategy was Ben and Jerry’s ice cream. Ben and Jerry’s had enjoyed good profitability until 1994 when their target market which consisted of exclusive high priced ice cream eaters shifted to more affordable ice cream. This lead Ben and Jerry’s to re-evaluate their once alluring pricing strategy and engage in a price war, which ultimately meant a loss of profitability. Ben and Jerry’s lost market share because they failed to change themselves and adapt to a new competitive environment because of organisational inertia. To overcome this Ben and jerry’s need to identify the changing tastes of consumers. To do this they need to develop a marketing plan, they showed no real evidence in doing this in the past. Ben and Jerry’s reliance on cause-generated marketing (short- term) had its benefits of adaptability, however long-term marketing planning has focus. (Gilbert.G. 2001) The implementation of marketing planning is very reliant upon good information. Poor information can erect possible barriers in achieving business objectives. Piper and Smith conclude, â€Å"The basic logic of strategic planning is the production of a system which allows the matching of internal strengths with external opportunities whilst offsetting internal weaknesses and outside threats†. (Piper and Smith 2002 p32) The barrier to affectively achieving this is obtaining the right information Piper and Smith state that â€Å"poor information can be as damaging as ones made on intuition and past experience† (Piper and Smith 2002,p32) A classic example of businesses gathering insufficient information was coca-cola. In the late 70s and early 80s coca-cola’s research found out that the taste of their product was not recognized as superior to the other cola drinks. This led coca-cola to change the taste. In testing the new and improved flavor they used blind test research. The test concluded that a larger percentage of people choosing the new flavored coca-cola drink over any other drink. This led them to dramatically introduce the new flavor instead of the old one. Although initially this went well, people started to complain that Americas symbol and long-term friend had betrayed them. People started to stockpile the old coke and turn down the new flavor. Coca-cola received over 40,000 complaint letters and America even laid plans to file a class action lawsuit against coca-cola (Hartley 1998). Obtaining adequate research information from audits is very problematic and expensive. Acquiring good information is often a barrier in the process of a good marketing plan. Solutions on design and implementation barriers Wicks writes an interesting article about how the marketing department within businesses must market themselves in order to gain good funding and support. Wicks argues that a too familiar story in business is that of marketing departments budgets being cut in poor times, which leaves a demoralized marketing team. To back this claim up a recent survey by the university of Warwick asked top managers if business was poor what would be the first thing cut. In number one spot came marketing with 23% (Wicks 2002). To solve this problem Wicks argued that a similar approach to that of focusing externally on customers must be adopted internally. The customer is senior management and the competition is other department’s who are also partners,  as they may share some of the budget if done correctly (Wicks 2002). Wicks states â€Å"the next step is to sell the department and relate everything to the goals of senior management and keep things simple†. (Wicks 2002 p4) The convergence and inter department co-operation is largely a cultural thing. McDonald states â€Å"marketing is a management process whereby the resources of the whole organisation are utilized to satisfy the needs of selected customer groups in order to achieve the objectives of both parties. Marketing, then, is first and foremost an attitude of mind rather than a series of functional activities†. (McDonald 2002 p565) Rose (1990) proffered that success lies in engaging the employee with the goals of the Company†¦ aligning the wishes, needs and aspirations of each individual who works for the organisation with the successful pursuit of its objectives. Hodgetts (2000) insist that companies seeking to survive in the `00s must create organisational design based on sharing authority, responsibility, and resources amongst people and divisions to achieve common goals. By this means, managers will be able to change their strategies, continually realigning their organisations with emerging opportunities, then articulating the new strategies so everyone knows what the organisation is about. The convergence of departments and non-isolation of marketing is crucial in the co-operation in marketing planning, Organisational culture has a significant impact on if and how hierarchical change can be implemented. By centering an organisation on its knowledge, and allowing free flow of that knowledge, it is possible to break down these barriers (Cive. E.2000). McDonald argues that one of the most debated issues in marketing planning today is where the responsibility for setting objectives and strategies should lie (McDonald 2002). What is not argued by McDonald is that  short-tactics and long-term strategy should not be separated or misunderstood. McDonald believes that operational planning and strategic planning should be very much part of the same process, he states that â€Å"wherever possible they should be completed at the same, using the same managers and the same information process†. (McDonald 2002 p88) The strategic plan should be completed first and cover a period of between three and five years and when this is completed the operational and more detailed plan should be created (McDonald 2002). McDonald concludes, â€Å"Never write the one year plan first and extrapolate it†. (McDonald 2002 p564) The integration of tactics and strategy should stop the divergence of the short-term thrust of a business at the operational level from the long-term objectives of the enterprise (McDonald 2002). It should also prevent the preoccupation with short-term results at operational level, which according to McDonald makes a business less effective in the long run (McDonald 2002). Once the planning system is designed and tested a major problem that has to be avoided is the excessive planning and detailed as mentioned earlier. McDonald maintains that in successful companies there is at all levels a wide spread understanding of the key objectives that have to be achieved and a means of achieving them. This cohesiveness is achieved by a means of layering. At each level management analysis is synthesized into a form that ensures that only the essential information needed for decision purposes reaches the next level (McDonald 2002). The presentation of strategic plans should be clear and concise. A good marketing plan should be no more than about a dozen PowerPoint slides that can be easily read, understood, and shared widely. It must support the overall business strategy and contain simple success metrics that link to the financial goals of senior management (Wicks 2002). As mentioned earlier the acquisition of good and reliable data can prove to be a barrier in the implementation of a marketing plan. Poor information could render a marketing plan unsuccessful. Alice Clegg argues that researchers need to apply judgment and to have a broad base of knowledge and know how to integrate evidence successfully, from both qualitative and quantitative sources. McDonald argues that a company should have good sound information flow and scan the environment thoroughly. This could be done through adequate sources of information and internal databases of information. This should lead to more detailed forecasting and limited possible problems. In concluding a business should strive for a culture, which embraces cross-departmental involvement in marketing. Marketing should be state of mind in every member of an organization. The marketing planning structure should be adequately planned and tested. A business should have a systematic procedure with a common format. The long-term strategic plan should cover between three and five years and be interlinked with the one-year operational plan. Within the plans a systematic system should be developed to prioritize objectives and interlinked them. The environment should be thoroughly scanned and information should be passed up the channels through a laying system, which only allow relevant information to be passed on. Conclusion Marketing planning is a series of activities concerning objectives, auditing, analysis and assumptions. The complexity of it renders it subject to possible problems and barriers. Organisational culture and management ignorance are major barriers in implementation of a marketing plan. Some organisation seem to not merit the possible benefits of strategic planning, they cut marketing budgets and isolate the department. Managers can confuse the short-term plans with the long-term plans. Short-term plans are often prepared first which regularly means they are reactionary and discourage managers thinking strategically. Organisations should create a culture, which embraces marketing, it is, and  should be a state of mind, with all departments involved. Organisations should develop the strategic long-term plan first and then create the short-term operational plans. The marketing planning process should be structured and planned extensively, with objectives listed in importance. Marketing planning and implementation face many barriers however following structured and planned models can avert and foresee potential problems.

Frederick Winslow Taylor essays

Frederick Winslow Taylor essays Taylor wrote about the inefficiencies in the management of unskilled workers, focusing on the steel industry in particular. He systematically identified the problems, which caused these inefficiencies to exist and then went about proposing a solution to make these operations run more efficiently. He coined these solutions his principles of scientific management; scientific management being the organization of a workforce that results in the maximum productivity from the workers. The first problem he addressed was the problem of soldiering. Soldiering is when workers would purposely work below their capacity for a variety of reasons. First, workers everywhere shared the belief that increasing their output would only create less of a demand for workers, which could potentially eliminate their job. Also workers often had no incentive to increase their output; if they worked harder they were still paid the same as if they had loafed on the job. There also was the fear that if they worked harder, they would set a new standard for the pace at which their job should be done, which was against the workers best interests. Pay incentives for workers who produced a larger quantity was a technique that failed because the workers wouldnt produce with the same quality that they previously had because they were more concerned with making a large quantity of goods in order to receive the pay incentives. Taylors solution to these problems was to create more direct i nteraction between supervisors and workers and have them observe what a good amount of work should be. Then the supervisor offers the worker the option of receiving more pay if he would work that way each and every day. Another problem Taylor discussed was the problem of poor organization and inefficient usage of time led to a productivity level far less than what could potentially be achieved. Taylor analyzed different methods of performing a certain t...

Industrialization and The Jungle essays

Industrialization and The Jungle essays Immigration in America came as a result of the industrialization of the United States. The American business class needed a larger working class to perform the extra labor the country now needed to have done in order to have a strong economic system, especially with the construction of railroads. Between the 1860s and 1890s ten million immigrants had come to the United States. It wasnt very difficult for American companies to attract immigrants, they advertised the American Dream to the people of Europe and Asia. Once one person from a community did well in America, word spread throughout their homeland and many more would come. The problem with this is that too many people had come to America and there would soon be a shortage of jobs and the corruption of the business owners towards the immigrants. The Jungle goes into the overpopulation of small cities and the exploitation of immigrants, in particular Jurgis and his family from Lithuania. Sinclair had a cynical view of industrialization, The Jungle portrays the American Industrialization at its worst. He shows the working conditions and corruption, in particular the meat packing industry, as they actually were in the late 1800s. Sinclair showed the terrible working conditions that Jurgis, his family and all the other immigrant workers had to endure. He shows how the American employers, and others, took advantage of immigrants who werent well educated, knew little English, or just had no other alternative but to agree to the terms of the higher class. Most immigrants were paid next to nothing by their employers, which made just about every member of the family go out and get a job. Jurgis did not let Ona, Teta Elzbieta or the kids work, Jurgis wanted the children to get an education so they didnt have to work in the stockyard their whole lives like he will have to. The upper class would do almost anything to stay in the upper class, ...

15 Positions and Their Variations

15 Positions and Their Variations 15 Positions and Their Variations 15 Positions and Their Variations By Mark Nichol Position, as a verb meaning â€Å"set† or â€Å"place† and as a noun referring to the attitude or location in which something is set or placed, is derived from the Latin verb ponere, as are a number of terms using that word as a base to form new meanings revealed more or less transparently by their prefixes. A list of these verbs and nouns, as well as a few related adjectives, plus simple definitions and their literal meanings for each word, are included here. appose: put near (â€Å"set near†) apposite: appropriate, well placed (â€Å"set near†) apposition: noun or noun phrases with the same meaning set adjacent to each other, or that relationship; also, proximity, or the deposition of layers (â€Å"something set near†) compose: create (â€Å"set with†) composer: a creator (â€Å"one who sets with†) composite: made of different parts (â€Å"set with†) composition: a creation (â€Å"something set with†) decompose: disintegrate (â€Å"removing something from being set with†) decomposition: disintegration (â€Å"something removed from being set with†) depose and deposit: put down (â€Å"remove from being set†) deposit and deposition: something put down (â€Å"something removed from being set†) dispose: put away (â€Å"set away†) disposal and disposition: the act of putting something away; disposition also refers to an attitude, mood, or tendency (â€Å"something set away†) expose: show (â€Å"set out†) exposition: something shown (â€Å"something set out†) expository: shown (set out†) impose: place pressure on someone (â€Å"set on†) imposition: pressure placed on someone (â€Å"something set on†) interpose: interrupt or place between (â€Å"set between†) interposition: interruption or placement between (â€Å"something set between†) juxtapose: place together for comparison (â€Å"set beside†) juxtaposition: placement together for comparison (â€Å"something set beside†) oppose: disagree (â€Å"set against†) opposite: against (â€Å"set against†) opposition: disagreement (â€Å"something set against†) presuppose: assume or require something is true, exists, or will happen (â€Å"set on before†) presupposition: an assumption that something is true, exists, or will happen (â€Å"something set on before†) propose and proposition: suggest (â€Å"set forth†) proposal and proposition: a suggestion (â€Å"something set forth†) superimpose: place on top of something else (â€Å"set over†) superimposition: something placed on top of something else (â€Å"something set over†) superpose: same as superimpose, but with an additional sense of placing geometric figures congruently atop each other suppose: assume (â€Å"set under†) supposition: assumption (â€Å"something set under†) suppository: medicine placed in the rectum or vagina (â€Å"something set under†) transpose: move away (â€Å"set across†) transposition: movement away (â€Å"something set across†) Want to improve your English in five minutes a day? Get a subscription and start receiving our writing tips and exercises daily! Keep learning! Browse the Vocabulary category, check our popular posts, or choose a related post below:60 Synonyms for â€Å"Walk†Does "Mr" Take a Period?How to Treat Names of Groups and Organizations

Martin Luther the Hero of the Reformation 1483 to 1546 Essay - 1

Martin Luther the Hero of the Reformation 1483 to 1546 - Essay Example This paper illustrates that Martin Luther’s parents were so devoted to teaching him the ways and the fear of God from his childhood. In the year 1517, during the day of All Saints, and he was then a theology professor at the University of Wittenberg, he made a posting of 95 theses on the door of the church. His major concern in the theses was the disposal of indulgences in the afterlife as depicted by the papal grants and the inclusion of purgatory releases. The present research has identified that Martin Luther first wrote the theses in Latin but translated the whole work into German. This work of the theses prompted a summoning by the church for an explanation to the authorities. The paper tells that Martin Luther would later get involved in more controversy and in the year 1520, he made writings about papacy's corruption, the supremacy of faith as compared to the good works and the acknowledgment of only two out of seven sacraments' validity. Due to this, in 1521 he was mad e to appear before the then emperor Charles the 5TH. The conclusion from this study states that Martin Luther, despite all the summoning and his open criticism of the church, he was not to recant these writings. The result was his banning under the Worms Edict. According to the research findings, it can, therefore, be said that it was his numerous disagreements with the Roman Catholic Church’s doctrines that sparked many events and within a few years marred the unity of German religion.

CRJS466IP5 Research Paper Example | Topics and Well Written Essays - 750 words

CRJS466IP5 - Research Paper Example uffers from either major depressive, manic, and mixed episodes coupled with hallucinations, delusions, catatonic behaviour, or disorganized speech (Hodgins & Drmed, 2004). According to James & Glaze (2006), patients with schizoaffective disorder are at higher risks of engaging in crime compared to those suffering from disorders like schizophrenia, Bipolar, and unipolar affective disorders. Additionally, patients from minority groups whose gender orientation was male were more likely to engage in violent crime hence arrested. James & Glaze (2006) also reveal that by 2005, more than half of the prison and jail inmates demonstrated mental health problems in state, local and federal prisons. Originally, persons with schizoaffective disorder with a recent history of mental health issue diagnosed by a health professional were not eligible for conviction given that they were said not to be understand their actions even though they were aware they had commited them. This is indicated by the 2005 statistics that revealed that approximately 10% of federal prisoners, 15% of state prisoners, and 24% of local jail inmates demonstrated one symptom of psychotic diso rder. In the case of Panetti, it was revealed that prior to the crime, he camouflaged military fatigues and shaved his hair (Birnbaum, 2006). During the killing, his wife and daugher pleaded with him for their lives and he only sprayed them with the victim’s blood befor escaping to a close bunkhouse. Despite having suffered numeruous episodes of schizopherenia and schizoaffective disorder prior to his crime, the judge rulled that he was fit to stand trial since he could represent himself. (Birnbaum, 2006) Owing to his hallucinations and the fact that he claimed that he had been possed by a strange personality he called â€Å"Sarge’ it was just to remand Panetti for mental evaluation. Panetti claimed that Sarge was responsible fo the killings as he had been compelled to kill the Alvarados. However, the court found

Water Pollution of Duwamish River (Seattle) Essay

Water Pollution of Duwamish River (Seattle) - Essay Example For instance, this pollution has resulted to a decrease in the number of Salmon fish. This is because the River Duwamish is the major breeding and rearing ground of the Salmon fish, and the chemical pollution that occurs in the river, has resulted to the depletion of oxygen, making it impossible for these fish to survive. Human beings are affected because they cannot consume fish from this river. Consumption of food substance that emanate from this river are polluted, hence it is a danger to the life of human beings. Hence, there is a need of initiating measures aimed at conserving and protecting the river from pollutants. Goel (7) begins his study by the definition of water pollution. He defines water pollution as negative changes in the quality of water bodies, making it harmful for use by any living organisms (Goel, 9). There are different types of water pollution. Some of these include nutrients, surface, oxygen depleting, ground water, microbiological and chemical water pollution. All these have a negative effect on marine animals, as well as on human beings who are using the polluted waters under consideration. For instance, one of the major effects of water pollution is that it leads to the death of marine animals. Crabs, seas gulls, dolphins, and other marine animals are always killed by contaminated water. Water pollution also has the capability of disrupting the natural food chain. Chemical pollutants like lead are always consumed by tiny sea animals. Later on, these tiny animals are consumed by fish, which in turn is consumed by human beings. This can lead to an aspect referred to as food p oisoning. Water pollution affects the entire world, and therefore, there is a need of coming up with a water resource policy, that can help in the reduction of water pollution. Furthermore, there is a suggestion and proof that water pollution is one of the leading causes of deaths in the world (Hauser-Davis, Reinaldo and Roberta,

Using these historical documents does Congress solve problems Or, does Essay

Using these historical documents does Congress solve problems Or, does it create more - Essay Example Though civil servants amounted to only 10% of the total US employees, the number of beneficiaries kept growing with time. This helped the workers in deed. Besides, due to the observation by the congress that short distant travellers paid more than long distance travellers, the Interstate Act of 1887 was institutionalised to fix the problem. According to the congress these unreasonable and unjust charges were seen as constitutional violation and that something had to be done to illegalize discrimination. Politicians, travellers during low seasons, persistent bargainers and so on, were not subject to exemption as before. Native Indians who squatted in America had to be accommodated into the population. Despite the fact the land given to them by the US government was arid/ semi arid and unproductive for farming, the Dawes Act of 1887 gave the Indians a sense of belonging. A major set back of this Act is that some Indians did not want to embrace farming and the ones who did had no starting resources like seeds, irrigation mechanisms. These problems were of small magnitude compared with the original one of lack of land. Another illustration of the role of the congress is the Boulder Canyon Project Act which was constituted to protect and develop the Colorado River Basin. A large dam was constructed to contain floods, generate hydroelectricity, for irrigation and to provide water for domestic uses. This project had great economic impacts to the people. The contribution of the congress to boost the lives of Americans was the Social Security Act which benefited retired workers, the unemployed, and single mothered families. Also public health services, the aged and the disabled directly benefited from the scheme. The list is endless. The Tennessee Valley Authority (TVA) was established. Production of electricity, navigation, flood control, manufacture of

OPERATIONS MANAGEMENT ON ALTAVISTA VS ASKJEEVES Assignment

OPERATIONS MANAGEMENT ON ALTAVISTA VS ASKJEEVES - Assignment Example When so many websites have come and gone without leaving a trail of their disappearance, AltaVista and Ask have quite successfully held on to the tide so far, with plans for further growth in the near future. The operations system of an organization is the part that produces the organization's products - in case of manufacturing organisations and that polishes the service operations making them more user friendly - in case of service oriented organizations. In fact operations management has its origins in the study of 'production' or 'manufacturing management'. In some organizations the product is a physical (tangible) good like a television, computer system, furniture item etc. while in others, the 'product' is a service like health care, insurance, telephone services, internet searches, tourist services etc. What is common in both these types of operations is the 'conversion process.' Resources are used by the system in the 'input' chain, which gets converted into valuable 'outputs' after passing through this conversions process. This is where the role of operations management comes into picture. ... e essence of operations management comes into play; it calls for making rational decisions in difficult circumstances with limited, imperfect information. Operations management can therefore be defined as1 'the design, operation and improvement of the internal and external systems, resources and technologies that create and deliver the firm's primary product and service combinations' Problem Statement In this study we'll be trying to study the operational strategies of AltaVista and Ask Jeeves. During the course of study, we'll be taking a look at how both these companies have evolved over the years. Both these search engines have had differing amounts of successes during the course of their journey. We'll try to compare some of operational aspects of these companies and comment on their success or failures. Analysis Internet has indeed established itself as a potent source of information. There are innumerable numbers of sources of information, which tend to prove detrimental for the information seeker. As per the latest available figures, more than a billion users have been using the internet worldwide. But to take the desired piece of information out of the huge information databank, search engine prove very useful. Search engines appeared on the scene during the early 90s. Since then there have been many evolutionary changes in the search engine technologies. The market is led by the likes of Google and Yahoo. This study is carried out to analyze the market position of AltaVista vis--vis Ask (formerly known as Ask Jeeves). The search engines started to provide a list of web sites where we were supposed to find responses to our search terms. The websites appearing in response may have answer to our query or might prove to be irrelevant. Search engines like Ask

Judge Sotomayor and the Constitution Essay Example | Topics and Well Written Essays - 500 words

Judge Sotomayor and the Constitution - Essay Example Sotomayor is no stranger to delivering such ill conceived decisions. As such, several of her judgments have been reversed by the Supreme Court. For instance, the ruling in the Riverkeepers case depicted the extreme views that she subscribes to. Her decidedly defective decision was set aside by the Supreme Court. According to Jeffrey Rosen, Judge Sotomayor is neither a capable judge, nor is she sufficiently intelligent to function as a judge (The Judicial Confirmation Network, 2009). According to Dr. Charmaine Yoest, President & CEO of Americans United for Life, the nomination of Sonia Sotomayor to the US Supreme Court by President Obama is in accordance with the latter’s predilections regarding Justices of the Supreme Court. This nomination is consistent with his perception that any ruling should be based on personal feelings and political agenda; rather than the rule of law (The Judicial Confirmation Network, 2009). President Obama has dispensed with all pretence of being a post – partisan president, with the nomination of Sotomayor. She is notorious for her innumerable failures and the patent absence of judicial restraint in her decisions. Judicial activism is essential for dispensing justice, in instances wherein the extant legislation fails to provide justice. However, it has to be borne in mind that judicial activism, per se, pays scant regard for the Constitution (The Washington Times, 2009). The principal drawback with judicial activism is that it emasculates the Constitution and supplants democratic decision making with a judge’s personal penchant. Thus an unelected judge, who is not accountable to anyone, can emerge as a dangerous and powerful despot. This extremely adverse scenario is exemplified by Sotomayor and her ilk. Judge Sotomayor opines that racial and sexual disparities are not genetic anomalies, and that these differences render some people superior to others (The Washington Times,

OPERATIONS MANAGEMENT ON ALTAVISTA VS ASKJEEVES Assignment

OPERATIONS MANAGEMENT ON ALTAVISTA VS ASKJEEVES - Assignment Example When so many websites have come and gone without leaving a trail of their disappearance, AltaVista and Ask have quite successfully held on to the tide so far, with plans for further growth in the near future. The operations system of an organization is the part that produces the organization's products - in case of manufacturing organisations and that polishes the service operations making them more user friendly - in case of service oriented organizations. In fact operations management has its origins in the study of 'production' or 'manufacturing management'. In some organizations the product is a physical (tangible) good like a television, computer system, furniture item etc. while in others, the 'product' is a service like health care, insurance, telephone services, internet searches, tourist services etc. What is common in both these types of operations is the 'conversion process.' Resources are used by the system in the 'input' chain, which gets converted into valuable 'outputs' after passing through this conversions process. This is where the role of operations management comes into picture. ... e essence of operations management comes into play; it calls for making rational decisions in difficult circumstances with limited, imperfect information. Operations management can therefore be defined as1 'the design, operation and improvement of the internal and external systems, resources and technologies that create and deliver the firm's primary product and service combinations' Problem Statement In this study we'll be trying to study the operational strategies of AltaVista and Ask Jeeves. During the course of study, we'll be taking a look at how both these companies have evolved over the years. Both these search engines have had differing amounts of successes during the course of their journey. We'll try to compare some of operational aspects of these companies and comment on their success or failures. Analysis Internet has indeed established itself as a potent source of information. There are innumerable numbers of sources of information, which tend to prove detrimental for the information seeker. As per the latest available figures, more than a billion users have been using the internet worldwide. But to take the desired piece of information out of the huge information databank, search engine prove very useful. Search engines appeared on the scene during the early 90s. Since then there have been many evolutionary changes in the search engine technologies. The market is led by the likes of Google and Yahoo. This study is carried out to analyze the market position of AltaVista vis--vis Ask (formerly known as Ask Jeeves). The search engines started to provide a list of web sites where we were supposed to find responses to our search terms. The websites appearing in response may have answer to our query or might prove to be irrelevant. Search engines like Ask

Miss Essay Example for Free

Miss Essay Marketing Management Individual Assignment 1. The definition of EPRG orientation and its practice in international companies/local companies * ethnocentric (home-country oriented) An ethnocentric firm views the business from the perspective and values of the home country. Policies and practices are likely to be designed by home-country nationals with little or no variation for international operations. Ethnocentric oriented international companies believe that anything worked at home must also work abroad. For example: Nissan using ethnocentric orientation during its first few years of exporting cars and trucks to the U. S. market. Nissan’s cars were designed for mild Japanese winter, the vehicle were difficult to start in many parts of the U. S. during winter there. In northern Japan many car owners would put blankets over the hoods of their cars. Nissan’s assume that Americans would do the same. * Polycentric (host country-oriented) In contrast with ethnocentric, a polycentric firm operates according to the principle that each country of operation is different. Polycentric is a highly market-oriented. Each market is considered unique, that’s why the marketing mix, product strategies, pricing strategies etc is different for each country. Example: Citicorp’s financial services around the world operated on a polycentric basis. James Bailey, one Citicorp executive, offered this description of the company: â€Å"we were like in a medieval state. There was a king and his court, are they in charge? No. The land barons are who were in charge. King and his court may declare this or that, but the lord barons who went and did their thing to their appointed land. With that statement we can interpret that even the owner of company in headquarter stating this and that, but each country has some differences, and we should makes some changes in order to make our company succeed in other country. * Regiocentric (regionally-oriented) Firm treats a region as a uniform market segment and adapts a similar marketing strategy within region but not across region. For examole: Mc Donald not serving pork and slaughter animals through Halal process only in Middle East and some muslim-dominated countries. * Geocentric (world-oriented) The geocentric approach considers the whole world as a single market and attempts to formulate integrated marketing strategies. The firm recognizes both similarities and differences in cultures and markets. Best practices are adopted on a global basis and adapted for local conditions where necessary. Nestle and other multinational company is using geocentric orientation. Colgate Palmolive is an example for a company which using geocentric approach. It has been operating internationally for 50 years and its products are households in more than 170 countries. 2. The practice of each of the entry modes (exporting, licensing, franchising, contract manufacturing, strategic alliances, joint ventures and foreign directt investment) please provide example for each entry strategy done by each local company and international company * Exporting The home company exports their product to host country company/distributor. It is the safest entry strategy to start expanding company overseas. By exporting we would learn the market situation in overseas market. And it is less risky and less cost than to manufactures the goods in host country. The example of exporting is kecap Bango and bumbu Bamboe in European market, especially French. Kecap Bango and bumbu Bamboe export their goods to Indian and Asian store in France. The target market is of course Indonesian consumer who lives there. Another example is Teh Botol in carton pack, it sells its product by helping of Indonesian embassy in Paris, France. * Licensing In licensing the home firm agrees to permit a company in host country to use the manufacturing, processing, trademark, know-how or some other skill provided by the licensor. For example, Coca Cola give license to United Bottlers to make Coke in Zimbabwe. Franchising A home company which using franchising (franchisor), grants another ( a company or individual) the rights to distribute goods or services using franchisor’s brand and system in exchange for fees. Mc Donalds is known to use franchise as its market strategies through the world. In Indonesia, alfamart and indomaret are using franchising as their strategy. But they still using it within Indonesia not overseas. * contract manufacturing In contract manufacturing the firm decide to enter by contracting a manufacture of its product in target market. In example GAP contract manufacture in developing countries to manufacture and sells them. The products can be made to the conditions and specific requirements of the local market * strategic alliances Strategic alliances firm unite with competitor to pursue a set of assented goals remain independent after the formation of the alliance. The partner firms share the benefits of the alliance and the control of the performance of assigned tasks and the partner firms contribute on a continuing basis to one or more key strategic areas. For example, in 2005 Adidas (a German company) announced its acquisition of Reebok. Mr. Herbert Hainer, the CEO of Adidas, expected to cut costs by 125 million Euros in the next three years by sharing information technology, synergies in sales and distribution, and cheaper sourcing. However, the new combined company will continue to run separate headquarters and sales forces, and keep most distribution centers apart * joint ventures In joint ventures the firms in which two or more investors share ownership and control over property rights and operation. In Zimbabwe, Olivine industries have a joint venture agreement with HJ Heinz in food processing. * foreign direct investment The firm makes a direct investment in a production unit in a foreign market. It is the greatest commitment since there is a 100% ownership. The international firm can obtain wholly foreign production facilities in two primary ways; It can make a direct acquisition or merger in the host market and It can also develop its own facilities from the ground up. Multinational company are already using foreign direct investment, like Nestle in many countries in the world including Indonesia, Unilever, etc

Importance of and Benefits of Good Customer Service

Importance of and Benefits of Good Customer Service Chapter 1 Introduction: Providing Quality customers service is one of the practical jobs that cannot be learned without experience, so it is very much important to deliver the best possible quality service to all the customers. When studied and analysed carefully about the importance of customers to organisation , the researcher found out that the cost difference between getting a new customer compared to retaining a current customer is that it costs 7 times as much as bringing in a new customer, than to keep an existing one. Eddy. B.W (1983); Therefore we must ensure loyalty with our customers through utilizing all the back to basics of customer service. The customers change the organisation or leave because of a lack of attention that is given to them When customers go to any of the organisation, there grows an opportunity to improve or worsen the relationship with the customers. Hopefully each and every organization wants to improve the relationship with the customers. Saunders, J A. (2004) Thus utilizing this opportunity as one of the precious one, a good impression can be created by satisfying each and every need and wants of the customer from the organisation. It is in fact tough and hard to do so, but it is not impossible. 1.1 Aim: To make a review on the need of quality Customer service in the Brassiere Restaurant Hilton Hotel As we know, each and every individual in this world is a customer to each other which are linked like a world wide websites. Providing the quality customer service is the need of the Hilton Hotel from every department because customers are their building blocks, and if the blocks are not sufficient the probability of declining and closing down the business rises. The Brassiere is a Samplecontinental cuisineat this celebrated Paddington restaurant. The Brassiere brings asumptuous menuserving breakfast, lunch and dinner for up to 160 guests. Patrons of the Hilton London Paddington enjoy a comfortable atmosphere for relaxed dining Customers want proper attention and timely service as they pay for each and every activity. A very frequently uprising question in every manager or the executive bodies of the Hilton Hotel Restaurant is the importance of customer service. Thus the main endeavour of this examination is to find the need of quality customer service in the Brassiere of Hilton Paddington Which is empathetic, supportive and accessible. The system utilized by Hilton Paddington to measure the guest satisfaction level is widely known as SALT, which means Satisfaction and Loyalty Tracking Survey. This is a system designed by Hilton and is updated daily. Different Department has different scores which at the end is the overall score. This determines the areas and the department that needs to improve and take the score high. (Hilton Hotel Paddington, 23rd March 2009). 1.2 Objectives: It is often said and extensively accepted that, eminence customer service is the keystone to all service-oriented business. Yet the words and concept are often not fully comprehended by many within the service providing department (Brassiere of Hilton Hotel). The objectives of this research is to, Study the importance of quality customer service in the Brassiere To understand the benefits of Good customer service to Brassiere. To find the factors affecting Good customer service in the Restaurant, To study the techniques used by Hilton employees to satisfy Guests. Find proper way to satisfy guest and increase the revenue of the Hotel. Criticism and appreciation on the customer service level of Hilton Brassiere. It is very difficult to track down the factors that affect the delivery of customer service, but the techniques and comments can lead us to determine it. There is no mystery to solve it but a simple understanding is enough. Every hotel gives service but something small and extra-ordinary from Hilton Brassiere will raise the satisfaction level. So the above objectives have to be met in order to keep the business in good level. 1.3 Rationale The underlying principle for the research on the Need of quality customer service in Brassiere Restaurant of Hilton Hotel is to clearly understand and manipulate the standard and rectify its standard. To meet the need and wants of the customers by deploying some basic principles of Quality Customer Service in each and every step while dealing with the customers as a professional. This helps to bring the improvement in Hiltons Brassiere SALT score as the level of customer service is standardized. SALT scores can be increased by considering the following given points: Standard Service, Diversity and Equality, Physical access, Timeliness and Civility, Handling Complaints, making appeals, installing variations and choices and official language equality in both external and internal customers. 1.5 Summary: Customer servicelevel of Brassiere, Hilton is a series of conducts designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the guests expectation. To understand the importance of Quality customer service in Brassiere, and to deliver it accordingly is one of the major task of the Hospitality staffs. Quality customer service plays a vital role in creating a good and positive impact to each and every one who comes and goes in Hilton Paddington Hotel. To survive in todays highly-competitive global marketplace of business and customer service, Hilton has improved and is on the way to reach excellence in their quality products and service. So Quality customer service in current market matters a lot and is the key route towards growth and success of the Hiltons Brassiere and the Hotel itself. Chapter 2 Literature Review: Introduction: Defining quality customer service and its components is a form that is actionable in the workplace is an important endeavour that an organisation should not take lightly. The quality of service must be kept always in a high standard either the organisation is medium or large sized business. Customers are so critical that they always look for value for money oriented products and services. So to attract more customers towards the particular business the level of service standard must me raised and carried consistently in each and every step while dealing with the customers. Without a clear and unambiguous definition of service quality, employees will be left with vague instructions and technique on improving and delivering service quality within the workplace. The result will be that each employee will be left to form and act upon his or her own definition of quality customer service which, more often than not, may be incomplete or inaccurate. This paper will review and analyse the literature on need of quality customers service, particularly those that delineate its components as well as those that provide links to behavioural intentions. Various thoughts are put into to understand the need of quality customer service in the hospitality industry as well as in other sectors. As per PZB (Parasuraman, Zeithaml Berr) RATER method, we can see and find the level of quality customer service delivered in every aspect and in every organization. R: Ability to perform the promised service dependably and accurately. Assurance: Knowledge and courtesy of employees and their ability to Inspire trust and confidence. Tangibles: Appearance of physical facilities, equipment, personnel, and Communication materials. Empathy: Caring, individualized attention the firm provides its customers. Responsiveness: Willingness to help customers and provide prompt Service. Quality Service: PZ (Parasuraman, Zeithaml ) defines quality customer service as the degree and direction of discrepancy between customers service perceptions and expectations (2006). Thus if the perception is higher than expectation, then the service is said to be of high quality. Likewise, when expectation is higher than perception, the service is said to be of low quality. Realising that there was not enough literature to produce a rigorous understanding of service quality and its determinants, PZB (1985) conducted an exploratory investigation to formally delineate service quality. Their investigation was composed of interviews with executives from four types of service businesses (i.e. retail banking, credit card, securities brokerage, and production repair and maintenance) as well as a number of focus groups composed of individuals who have recently received services from those businesses. Quality Service Process: One of the results of this investigation was the identification of ten determinants of service process quality. PZB (1985) listed them as follows: Reliability: Involves consistency of performance and dependability. Responsiveness: Concerns the willingness or readiness of employees to provide service. Competence: Means possession of the required skills and knowledge to perform the service. Access: Involves approachability and ease of contact. Courtesy: Involves politeness, respect, consideration, and friendliness of contact personnel (including receptionists, telephone operators, etc.). Communication: Means keeping customers informed in language they can understand and listening to them. It may mean that the company has to adjust its language for different consumers-increasing the level of sophistication with a well-educated customer and speaking simply and plainly with a novice. Credibility: Involves trustworthiness, believability, honesty. It involves having the customers best interests at heart. Security: Is the freedom from danger, risk, or doubt. Understanding/ Knowing the Customers: Involves making the effort to understand the customers needs. Tangible: Include the physical evidence of the service. The SERVQUAL instrument has been the predominant method used to measure consumers perceptions of service quality. It has five generic dimensions or factors and is stated as follows (van Iwaarden et al., 2003): (2) Reliability: Ability to perform the promised service dependably and accurately. (3) Responsiveness: Willingness to help customers and provide prompt service. (4) Assurance: (including competence, courtesy, credibility and security). Knowledge and courtesy of employees and their ability to inspire trust and confidence. (1) Tangibles: Physical facilities, equipment and appearance of personnel. (5) Empathy : (including access, communication, understanding the customer). Caring and individualized attention that the firm provides to its customers. (Gronroos, 1982; Lewis and Booms, 1983; Parasuraman et al. 1985). Customer Satisfaction: The relationship between customer satisfaction and loyalty can be divided into three categories. The first is extracted from the management of service literature. This study accommodates service and customer satisfaction as an antecedent of customer loyalty towards the company, which in turn influences the profitability, (Anderson et al, 1994). The second focuses on the individual level and contains mainly studied customer retention by customer purchase intention. This constitutes important shortcoming retention by the customer purchase intention. (Chandon et al, 2005). The third group focuses on the satisfaction loyalty link on the basis of individual level with the real purchase data. This group has tendered to reveal a weak or insignificant relationship between satisfactions and repurchase behaviours.(Bolton, 1998; Mittal and Kamakara, 2001). Customer Perception: One of the obvious difficulties in meeting customers expectations is that Perception is Reality. The way that customers perceive the staff is the only reality that matters to them. Therefore everything done for customers affects the customers perception of the organisation, and different customers can perceive the same service level differently. (Stuart Emmitt, 2000). Chapter 3: Introduction to Methodology 3.1 Introduction: Adissertation methodologyon the above topic on Quality customer service in Brassiere of Hilton Hotel Paddington is truly divided into two definite parts. These are the process of data gathering and then the process of data analysis on the concerned topic. Both of the parameters are important aspects in researching because these helped the researcher to gather the most in a good time. These items induced the credibility level of the results and findings. Data gathering methods utilized according to the preference of the researcher are listed below: 3.2 Research approach: To accumulate the required information, two specific research approaches has been used, which are as follows, a) Primary Research: This research approach involves the collection of data that does not already exist; this is done through numerous forms, including questionnaires to the manager, staffs and to the selected customers. This information has been collected from things like questionnaires, magazines and Interviews. Interviewing: The researcher in order to gather the data took an appointment with the manager of the Brassiere Hilton Hotel for an interview, where most of the questions were answered on the basis of the topic. The interview with the manager gave the researcher the points focused by the management of Brassiere on delivering the quality customer service and explained how they maintain their SALT score each and every day in their operation. The brand standard is followed very carefully so as to meet the guests expectation on their whole duration of stay. There are various service standards that are shown and taught to the staffs as they are on the operation. Data Mining: Data miningis the process used for extracting hidden patterns from data. Data mining became an increasingly important tool to transform the collected data into information to deeply understand and know the guest satisfaction strategy used in the Brassiere. The data mining step was a very crucial stage where the researcher faced a lot of difficulties in gathering the information. Various serious questions were delivered to the manager on how they gathered the SALT score and the comments from the guest that was posted or replied online. Magazines: The monthly issue of magazines that is found in the library and hotel are used to find and travel deep into the research. The magazines have some information that states the importance of good and quality customer service in the organisation. Questionnaires: Three questionnaires were designed in order to find the need of quality customer service in the outlet Brassiere of Hilton Hotel. The second questionnaires were delivered to the manager of the Restaurant and five staffs of the Brassiere, which has two supervisors. The third questionnaires were delivered to ten guests through the permission of the manager, as it is the non-business part of survey conducted within the Restaurant outlet of Hiltons Brands. b) Secondary Research: A) Printed Source: Printed resources like books, magazines and some Hiltons customers satisfaction comments were taken into consideration in order to accomplish this research. Various libraries were visited to get the information regarding the need of quality customer service in an organization, which were related, compared and placed in this project. B) Online Source: Many websites were visited in order to obtain the main factors that are needed for the organisation to maintain quality customer service at all time of their operations. The structure of a website address (URL) indicates the sites origin and status, for example, .ac or .edu indicate an academic or educational institution, .gov a government body, .org a non-profit organisation, .co or .com a commercial organisation. The visited dates are also indicated which all are listed in the bibliography of this project. C) Other Media: Some of the media were also referred in order to get the complete idea and knowledge of maintaining the quality customer service and its need in Hiltons outlet Brassiere. The medias like the video of the Hilton hotel that was provide to us in our induction day, and the videos from www.youtube.com were referred in order to accomplish the research. Research Strategy: The following steps outline a simple and effective strategy for finding information for a research paper and documenting the sources found. This research strategy on Need of Quality Customer Service in Brassiere will aim to help secure lasting improvements to the business of Brassiere in Hilton Hotel Paddington, London and improve the quality of service and cost-effectiveness customer services and customer care. In order to achieve these ambitious aims, the Researcher will support quality research in priority areas of relevance customer service and care and; a) Work with the staffs to identify topics which are important to the Brassiere and Service improvement, and amenable to research; b) Revise the importance of quality customer service in the Brassiere c) To understand the benefits of Good customer service to Brassiere. d) To find the factors affecting Good customer service in the Restaurant, e) To study the techniques used by Hilton employees to satisfy Guests. The strategy used to complete this research is interview and action research strategy. Other strategies are also carried but in few aspects only. In his strategy the questionnaires will be used during the interview that is designed in an easy format to answer. Qualitative Research: There are a wide variety of methods that are common in qualitative measurement. In fact, the methods are largely limited by the imagination of the researcher. Here the researcher discusses a few of the more common methods of collecting data in order to whole the project. a) Focus groups The researcher brought together a small number of subjects to discuss the topic on Need of Quality Customer Service in the outlet of Hilton, Brassiere. The group size was kept deliberately small, so that the members do not feel intimidated but can express opinions freely. A topic guide to aid discussion was usually prepared beforehand and the researcher usually chaired the group, to ensure that a range of aspects of the topic are explored. The discussion was written down and analysed. This focused groups provided a good amount of information and data to sum up the research. b) Direct observation In this type of study the researcher aimed to become immersed in or become part of the population being studied, so that the researcher can develop a detailed understanding of the values and beliefs held by members of the population. The researcher used observations to gather evidence about how value judgements made by staff and customers can impact on decision making. In this study, the researcher participated in the operation of the Brassiere observing situations where other staffs were faced with difficult moral choices. Observations were recorded as field notes and analysed for content. In-depth interviews The researcher was able to obtain few detailed information for the subject. The researcher used unstructured interviewing to explore the Brassieres functioning and customer relationships through the perception. The reason for choosing this method is due to lack of adequate theory and definitions in the field to produce a deep knowledge and facts in quality customer service delivery. Data Collection: The data collection on the desired topic is a time consuming process and also requires quite a long time. It is very complicated and enforces high pressure with work load. However in completing this research, two methods of data collection is employed, which are an interview and the questionnaires. Interview was with the manager of the Brassiere Restaurant of Hilton Hotel and the questionnaire was specifically designed to know the importance of quality customer service. Pilot testing was supposed to be conducted in the college but it is not done due to lack of time and busy schedule of the people who were targeted to run a pilot test. The researcher could not conduct the pilot test as some information is not complete due to this conduct. Questionnaires that were designed were given to the working staffs of Brassiere to fill in the staff questionnaire, the manager was given the questionnaire at the time of the interview and the questionnaire designed for the customers were given to 5 customers of brassiere as permission was taken before conducting this act from the manager. Case Study: Interview and Questionnaire The researcher is an employee of the organization Hilton, working there for about 4 months. The researchers overall goal is to study and formulate the need of quality customer service in the Brassiere. The researcher mentioned numerous challenges that he faced in gathering the data from the organization, some of which needed specific, technical information to address. The reason for choosing the interview and questionnaire method of collection data from the Manager of the Restaurant (Brassiere) and from the selected customers and staffs is basically to get the actual answers and the facts that is expected. This method is very practical and correct data will be extracted. The interview method was chosen but the manager of Brassiere postponed the date and time twice due to his busy schedule and work load within the department. The interview method is very straight forward method to gather facts and practical information that is going through in daily operation of the Brassiere. However the questionnaire method is the best technique to gather data, because it is very specific and straight to the point. This method gathers more and deep information in simple words that can be evaluated according to the operation method. Thus this technique extracted more and expected data based on the topic. Sample Size: To produce the project, the research approach taken by researcher is primary and secondary. The sample size for this research was not complicated and tough but was time consuming. The development of the sample of the population in the carried research was well designed and not much complicated, because the researcher carried out this research in the organisation where he works and has been continuing the work since last four months. The designed sample size of this research is small and choosy as it is based only on one department of food and beverage operation in the Hotel- Brassiere Restaurant. The sample population comprises of The Manager of the Restaurant, Staff of the Department Brassiere, and some of the chosen guests of hotel who were sampled with the recommendation of the manager of Brassiere. The total number of people sampled comes to a total of 12 plus some of the staffs who helped as well. These populations are involved in the customer satisfaction and care line on daily basis. They all enthusiastically agreed to provide good level of information. Totally 25 different questions were of which few were received back and the filled copies are attached. (Please find the attached sheet at the back). Thus all of the staffs and the management were very helpful in achieving this task. Reliability and Validity: The research strategy carried here is significantly contributively and increased the positive response towards the research. The interview and questionnaire that was delivered was regarding the customer satisfaction and quality service in Brassiere. The questionnaires that were asked have obviously accomplished the grade of reliability and validity. Findings and Results: The section of the research will produce the summation of the data accumulated with various methods and techniques. Mainly the data extracted from the questionnaire and the interview will be focused along with other results of methods. The response is well and good from the provided questionnaires and is received back completed from the population selected. The employees capability of setting up problems is about developing human supply with essential skills to carry successful service in the near future.(H and Huang H.C (2008). Thus the hotel aim and major priorities in providing quality customer service is based on the responses accumulated from the interview and the questionnaire which are as follows; 1. Delivering High standard service. 2. Proper Knowledge of operation and relationship. 3. Quality customer service 4. Guest Relationship of Manager and the Supervisors 5. Customer service skills. 6. Overall performance and quality of Brassiere Team. 7. SALT Score of Brassiere. 8. Good customer service and customer care 9. Staff training for development and further knowledge. 10. Handling Complaints 11. Methods of operation 12. Summary of quality customer service in Brassiere. Delivering High standard service: The outlet Brassiere aims to deliver high standard service at all time of their operation and always moves forward to perform the best. The standard in this will require a management support with skilled and knowledgeable staff. The staffs of Brassiere are aspiring to achieve the quality in the product and the service by focusing on customers and the business. Proper Knowledge of operation and relationship: The team members of Brassiere are guided and trained in each and every step while moving forward in the operation of the outlet. They are given training on the operation system and functioning of the business in various steps with gaps. A systematic job chat is done with the staff by the supervisor and the manager to identify the problems faced by the staff and the improvement made till date. The relationship is maintained and unity in diversity is basically followed and the working environment is very flexible and professional. Quality customer service: Quality customer service is a complicated and a broad term to use but, major aspects of it are achieved by the team of Brassiere. The service standard if Brassiere has better quality as compared to other similar kind of outlet or business. Professionalism is maintained and carried in each and every operational process. The guests expectation level is always met and exceeded as per the questionnaire sums up. Guest Relationship of Manager and the Supervisors: The guest relationship of the manager and the supervisor of Brassiere are superb. The manager during the operation of the restaurant goes to the guests of the hotel during the dinner, breakfast and lunch to extract the value and quality they are experiencing in the outlet. 13. Customer service skills. Chapter 5, Discussion: Introduction: Customers are the most important part of the Brassieres business. Quite simply, without customers there would be no business! So it is vitally important that customers are looked after well and given the highest standards of service, so that they come back again and also tell their friends about the good time they had staying and eating in Hilton Hotel London. Need of Quality Customer Service in Brassiere: These days customer service is not just about meeting customers needs, but it is about exceeding them. It is also important to stress giving excellent and not just good customer service. The staffs at Brassiere of Hilton Hotel Paddington are fully trained in all aspects of excellent customer service. The companys customer service aim is to give our guest a truly short break holiday and business experience which far exceeds their expectations. But, In Brassiere of Hilton Hotel customer service is much more than just being nice to the customers. It is about all staff in the Restaurant working towards a positive approach to customers which involves, a) Identifying Customers Needs: Knowing what the guests wants is fundamental to the success of Brassiere business and reputation. However knowing the guests need is often relatively easy, what can be more difficult is putting into practice the actions that are recommended. b) Developing the right products and Services: Having found out what its customers wants, Brassiere can begin to develop products and services that matches the various requirements to make sure that they are offered at the right price, in the right place and, in the case of profit. c) Measuring Customers Satisfaction: Customer service is a constant process to strive to be as successful as possible in satisfying customer needs. The product and services will need careful monitoring and adjustment to meet any changes that the customers are demanding. SALT scores (Satisfaction and Loyalty Tracking Survey) must me maintained as they use this technique to measure customers satisfaction level. d) Developing Internal System: Hilton Hotel need to give attention to the needs of the internal customers i,e the staffs working for the Brassiere Restaurant. Mechanism to improve internal communications, including regular meetings, social events and staff newsletters, are all part of improving the overall level of service to the customers. e) Staff Training: Training in excellent customer service skills is vital for all staffs in Brassiere Restaurant, not just those whose work brings them into daily contact with customers. Staffs working behind the scenes, like Back area, main kitchen, and the stewarding etc need to appreciate that they too have an important role to play in keeping the customers happy and satisfied. Benefits of Excellent Customer Service to Hiltons Brassiere Restaurant: Excellent customer service not only brings benefits to the customers, but also to the Restaurant and of course to the hotel. Staffs working in the Brassiere Restaurant will also reap rewards, recognition, with increased job satisfaction and star points ( a system of rewarding followed in Hilton when a Guest comments good about an individual). The main benefit to the Brassiere Restaurant Department on delivering quality customer service is shown in the figure below; Reason for Poor Customer Service: Providing excellent and quality customer service is highly a skilled task requiring motivation, effort and commitment from the staff involved in the operation of Brassiere and support from the supervisors and the manager. However even the most experienced staff can have bad days! There are various reasons why the performance level of the staff deployed in the operation of Brassiere falls down. Four of the most common are as follows; Lack of commitment: Insufficient Knowledge about the product and the service. Poor communication level. Lack of proper training. What can management do to demolish these factors? a) Discover any underlying problems that are causing the lack of commitment. b) Arrange staff training session to help deal with the problems. c) Provide a supportive environment in which the staff can flourish. d) Involve all staff in customer service improvement. Quality Customer Service: There have been quantum changes in the attitudes towards quality customer service in Hiltons outlet Brassiere in the recent years. An organisation that delivers consistent good and quality service is usually seen as being Quality Company. Indeed, quality has many parallels with the customer service, a