Friday, November 29, 2019
Operatinal Efficiency of Mumbai Dabbawala by Amol Dhok Essay Example
Operatinal Efficiency of Mumbai Dabbawala by Amol Dhok Essay Amol Ramesh Dhok under the guidance and supervision of Dr. V. G. Dhanakumar, Professor of Quality, Extension and Operations Management, Indian Institute of Plantation Management Bangalore, (IIPM) and no part of this Paper has been submitted for any other degree, diploma or publication in any other form. The assistance and help received during the Completion of this Synthesis Paper and source of literature have been duly acknowledged. (V. G. Dhanakumar) Place: IIPM, Bangalore. Dated: -21-12-2009 ABSTRACT Mumbai Dabbawala system is a unique system in Logistics and supply chain management dedicate to millions of employees whose firms are adapting six sigma methodologies to improve customer satisfaction, work process, profitability, speed efficiency of all kinds. Study of Mumbai Dabbawala generally carries the practice of six sigma which tell total management commitment philosophy of excellence, customer focus, process improvement rule of measurement rather than gut feel. Their way of doing business has, therefore, become a case study destination for every management guru and B-school. CII arranged interface for who’s who of industry and business to share great management lessons from them. Their mission is to serve their customers who are mainly office goers by delivering their lunch boxes at their doorstep on time. They have 5,000 people on their payroll to ensure the prompt deliver. They steal all attention just because their service is of Six Sigma qualities. We will write a custom essay sample on Operatinal Efficiency of Mumbai Dabbawala by Amol Dhok specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Operatinal Efficiency of Mumbai Dabbawala by Amol Dhok specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Operatinal Efficiency of Mumbai Dabbawala by Amol Dhok specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Six Sigma is a process that helps organizations focus on delivering near-perfect products and services. If you use Six Sigma you can measure how many defects there are in a process and can systematically figure out how to eliminate them and try and achieve zero-defect status. I will show you how six sigma makes you more competitive at every level. Six sigma eliminates wasteful variation, changes business culture and sustain greater productivity, profitability and customer satisfaction rate. Dabbawala is excellent example of six sigma and most of the company should use this technique which are getting the defects in their business and who want to improve their business condition. It will show you how it could help your company to save money and make customer happier. INTRODUCTION The six sigma story began with the Motorola in 1980 where it was first developed and proven. By changing the way you look at the process, by understanding vital few factors that cause waste, error, and rework you can improve the ability of your processes to deliver higher quality to your customer and lower to cost. Although most have heard the phrase Six Sigma, which has been an industry term ever since Motorola introduced the concept in 1986, many still do not know just what Six Sigma really is. For many business organizations and by general definition Six Sigma is the measure of quality that strives for near perfection. It is a disciplined, data-driven methodology focused on eliminating defects. A Six Sigma defect is defined as anything that falls outside of a customers specifications. The results reported below by Six Sigma companies are convincing about its contribution to industry. How many customers can your business afford to lose? How much money can your company afford to lose because of mistakes? Why accept it as normal to be running processes at only three sigma or four sigma when, by changing the way you manage your processes, you could get a lot closer to six sigma all resulting benefits. Mumbai Dabbawala is an excellent example to construed execute six sigma after Motorola. Using an elaborate system of color-coded boxes to convey over 170,000 meals to their destinations each day, the 5,000-strong Dabbawala collective has built up an extraordinary reputation for the speed and accuracy of its deliveries†¦ The system the Dabbawala have developed over the years revolves around strong teamwork and strict time-management†¦ The meals are then delivered-99. 9999% of the time, to the right address. By considering this fantastic example you can bring lot of changes in your business. Methodology of Mumbai dabbawala is excellent example of six sigma, JIT, TQM. Companies who are getting losses if they use dabbawala concept they will definitely improve their position in business world. Mumbai dabbawala Before cutting to the management mantras, lets understand a few facts about dabbawallas. The origin of the Dabbawalas lunch delivery service dates back to the 1890s during the British raj. At that time, people from various communities migrated to Mumbai for work. As there were no canteens or fast food centers then, if working people did not bring their lunch from home, they had to go hungry and invariably, lunch would not be ready when they left home for work. Besides, different communities had different tastes and preferences which could only be satisfied by a home-cooked meal. Recognizing the need, Mahadeo Havaji Bacche (Mahadeo), a migrant from North Maharashtra, started the lunch delivery service. For his enterprise, Mahadeo recruited youth from the villages neighboring Mumbai, who were involved in agricultural work. They were willing to come as the income they got from agriculture was not enough to support their large families, and they had no education or skills to get work in the city. The service started with about 100 Dabbawalas and cost the client Rs. 2 a month. Gradually, the number of Dabbawalas increased and the service continued even though the founder was no more. Their mission is to serve their customers who are mainly office goers by delivering their lunch boxes at their doorstep on time. They have 5,000 people on their payroll to ensure the prompt delivery of lunchboxes within Mumbai; these delivery boys travel by local trains and use bicycles or walk to reach every nook and corner of Mumbai. The lunch boxes are delivered exactly at 12. 30 pm. Later, the empty boxes are collected and taken back to the homes, catering services or hotels before 5 pm. In fact, the next time you forget to strap on your watch before leaving for office, dont be surprised to find it in the lunchbox container brought by the dabbawalla from your home! On an average, every Tiffin box changes hands four times and travels 60-70 kilometers in its journey to reach its eventual destination. Each box is differentiated and sorted along the route on the basis of markings on the lid, which give an indication of the source as well as the destination address. NMTBSA (Nutan Mumbai Tiffin Box Suppliers Association) What is NMTBSA Nutan Mumbai Tiffin Box Suppliers Association About NMTBSA History : Started in 1980 Average Literacy Rate   : 8th Grade Schooling Average Area Coverage : 60 Km per Tiffin Box Employee Strength      : 5000 Number of Tiffin’s          : 2,00,000 Tiffin Boxes,                                   i. e. , 4,00,000 transactions every day Time Taken                 : 3 hours (9 am 12 pm delivery of carriers,                                   2 pm 5 pm collection of empty carriers) Cost of Service            : Rs. 200/- Rs. 300/- per month Turnover                     : Rs. 50 core per month approx. ORGANISATIONAL STRUCTURE PRESIDENT VICE PRESIDENT GENERAL SECRETARY TREASURER DIRECTORS (9) MUKADAM MEMBERS (5000) How the dabba is delivered? ? The first dabbawalla picks up the Tiffin from home and takes it to the nearest railway station. ? The second dabbawalla sorts out the dabbas at the railway station according to destination and puts them in the luggage carriage. ? The third one travels with the dabbas to the railway stations nearest to the destinations. ? The fourth one picks up dabbas from the railway station and drops them of at the offices. ? The process is reversed in the evenings. Dabbawala methodology ? Error is horror, said Talekar while explaining the operational motto. In the event of a dabbawalla meeting with an accident en route, alternative arrangements are made to deliver the lunch boxes. For example, in a group of 30 dabbawallas catering to an area, five people act as redundant members; it is these members who take on the responsibility of delivering the dabbas in case of any untoward happenings. ? The dabbawallas must be extremely disciplined. Consuming alcohol while on duty attracts a fine of Rs 1,000. Unwarranted absenteeism is not tolerated and is treated with a similar fine. Every dabbawalla gets a weekly off, usually on Sunday. ? The Gandhi cap serves as a potent symbol of identification in the crowded railway stations. Not wearing the cap attracts a fine of Rs 25. ? There are no specific selection criteria like age, sex or religion; however, I have never seen a female dabbawalla. The antecedents of the candidates are thoroughly verified and a n ew employee is taken into the fold for six-month probation. After that period, the employment is regularized with a salary of Rs 5,000 a month. Need of the study of the dabbawala As management students, there was a lot that we learnt from this lecture,†. The belief that technology is indispensable to solve complex problems was shattered. FMCGs and other industries can learn a lot from the simple supply chain logistics and efficient reverse logistics (transfer of empty lunch boxes to the source location), ~ The concept of multi-level coding (co lour coding on the lunch boxes for identification) and reverse logistics can be implemented in industries as diverse as soft drinks (where logistics becomes an important aspect, transporting the filled bottles to retailers and collecting empty bottles back to the plants), pharmaceuticals and other FMCG areas. For example, can the bar coding mechanism (a computerized format) which is prevalent and expensive, be simplified with just colors/ number coding? In small and medium scale organizations where bar coding systems would require a lot of resources, these systems can prove to be very efficient and cost effective. Moreover, the dependence on technology could be drastically reduced. The learning’s for a working executive are enormous too. Managers and executives alike spend a lot of their valuable time learning various concepts in people and time management. Newer mechanisms like Customer Relationship Management, etc, have been developed to assist executives in the same. But, in the midst of implementing technology and IT, basic principles in people management, sustainable relationship development and customer satisfaction have lost their meaning. Our friendly dabbawallas are a perfect example of an important principle of both business and management the thirst to serve customers in a simple yet effective fashion without falling into the technology trap. I think this is an aspect which needs to be re-learnt and implemented in any organization today. What is six sigma? The Six Sigma quality certification was established by the International Quality Federation in 1986, to judge the quality standards of an organization. According to an article published in Forbes magazine in 1998, one mistake for every eight million deliveries constitutes Six Sigma quality standards. The Six-sigma rating means that they have 99. 99 % efficiency in delivering the lunch-boxes to the right people. That put them on the list of Six Sigma rated companies, along with multinationals like Motorola and GE. Achieving this rating was no mean feat, considering that the Dabbawalas did not use any technology or paperwork, and that most of them were illiterate or semiliterate. †¢ A statistical measure of the process or a product. †¢ A goal that reaches near perfection for performance improvement. †¢ A system of management to achieve lasting business leadership world-class performance. The six sigma approach to managing is all about helping you identify what you don’t know as well as emphasizing what you should know, and taking action to reduce the errors and rework that cost you time, money, pportunity and customers. The goal of six sigma is to help the people processes aim high in aspiring to deliver defect free product and services. Many companies believe that dealing with errors is just part of cost of doing business. But you don’t have to accept that faulty logic. With six sigma you can eliminate most errors, reduce your cost, and better satisfy customer. Es sential of the six sigma methodology †¢ Define the project, goals, deliverable to customers. †¢ Measure the current performance of the process. †¢ Analyze and determine the root cause of the defects. Improve process of eliminate defects. †¢ Control the performance of the process. Working of NMTBSA beyond the six sigma! Fantastic team work!!! Almost no errors in spite that the Dabba changes hand about six times ? The collection and delivery has to happen by lunch time ? It is amazing organization ? Approximately 5000 people working ? It is over 100 year old They carry Tiffin (Lunch box) from the home of customer and carry it to their workplace of work. e. g. from say housewife in Virar will give Dabba to him which will be delivered at Air India bldg on 11floor by lunch time (1 p. m. . They work with clockwork precision, but without computer program! They even brought couple of actual dabbawala to speak (he made an excellent power point presentation) ? Even Prince Charles and many other are wondering how they are sorting the dabbas so precisely. They use cycle, local train or they are on foot. Even in heavy floods they deliver. Lacs of people get cooked home made food. You must have seen such dabbawalas in Mumbai. Error Rate: 1 in 16 million transactions ? Six Sigma performance (99. 999999) ? Technological Backup: Nil. ? Cost of service Rs. 300/month ($ 6. 00/month) Standard price for all (Weight, Distance, Space) ? Rs. 36 Cr. Turnover approx. ? [6000*12*5000=360000000 i. e. Rs. 36 crore p. a. ] ? Earnings -5000 to 6000 p. m. ? Zero % fuel Zero % investment ? Zero % modern technology Zero % Disputes 99. 9999% performance 100 % Customer Satisfaction. DISCIPLINE ? No Alcohol Drinking during business hours ? Wearing White Cap during business hours ? Carry Identity Cards ANALYZED FROM THE MICHAEL PORTERS FIVE FORCES MODEL I. Threat of new entrants: According to Porter, the threat new entrant is dangerous to any organization as it can take away the market share the organization enjoys. Started in 1880, the experience curve of the 125-year-old dabbawalla service serves as a huge entry barrier for potential competitors. Besides, it would be difficult to replicate this supply chain network that uses Mumbais jam-packed local trains as its backbone. ii. Current competition: Porters five forces theory states that strategy is determined by a unique combination of activities that deliver a different value proposition than competitors or the same value proposition in a better way. The dabbawallas do face competition from fast food joints as well as office canteens. However, since neither of these serves home food, the dabbawallas core offering remains unchallenged. They have also tied up with many catering services and hotels to cater to the vast number of office goers. iii. Bargaining power of buyers: The delivery rates of the dabbawallas are so nominal (about Rs 300 per month) that one simply wouldnt bargain any further. Also, their current monopoly negates any scope of bargaining on the part of their customers. Thus, we encounter a perfect win-win combination for the customers as well as the dabbawallas. iv. Bargaining power of sellers: The dabbawallas use minimum infrastructure and practically no technology, hence they are not dependent on suppliers. Since they are a service-oriented organization, they are not dependent on sellers to buy their product. Hence, sellers do not assume any prominence as would be the case in a product-oriented company. The strategy map framework in Porters theory allows companies to identify and link together the critical internal processes and human, information and organization capital that deliver the value proposition differently or better. Human capital is the greatest driving force in the dabbawalla community; as a result, they are not dependent on suppliers or technology, thus negating the sellers power in the equation. v. Threat of a new substitute product or service: As substitutes to home cooked food are not seen as a viable alternative in the Indian scenario, the threat to the dabbawalla service is not an issue at least in the foreseeable future. This gives them a leeway to probably expand their already existing network into newer cities as demand increases in these places as well. Dabbawala and six sigma!! Mumbai’s 5000 plus Dabbawalas are world famous for their impeccable service standards. They pick up lunch boxes/ Tiffin carriers from over 2,00,000 homes/ apartments, deliver them to some 80,000 destinations and again ensure their safe return to those homes/ apartments – all on the same day with each lap of journey en route accomplished within the specified time limits. The people at work are not from any high academic background; rather many of them are almost illiterate. They face the same crowded pavements, on-road dense vehicular traffic and overloaded suburban trains, which normal office goers often give excuses for their late comings. Their way of doing business has, therefore, become a case study destination for every management guru and B-school. CII arranged interface for who’s who of industry and business to share great management lessons from them. A Dabbawala figured among a handful few from India who got invitations to witness the marriage ceremony of Prince Charles. Sometime back, there was lso an All-Dabbawala ‘Deal Ya No Deal’ show in Sony Entertainment TV. They steal all attention just because their service is of Six Sigma quality. Every business concern is made of a number of interrelated processes. When inputs are made to traverse through a process, they result into certain outputs (products services) serving either internal or external customers. A process is termed as industrial or commercial depending on wheth er 80% or more of the values derived are from machinery or from human activity, respectively. No matter how perfect a process is, no product/ service will come conforming to exact targeted specifications. It would always vary. However, when it varies within certain Lower Specification Limit (LSL) and Upper Specification Limit (USL) as acceptable/ agreed to or specified by the customers, then it is considered to be defect free or quality product/ service. Further, every opportunity of delivering a product/ service is also wrought with an opportunity for the occurrence of defect. When the Defects per Million Opportunity (DPMO) don’t exceed 3. 4, the process is said to have met Six Sigma level. And Mumbai Dabbawalas’ DPMO is less than 3. 4 or precisely, it is 2! ‘Sigma (r)’ denotes ‘Standard deviation’ – a statistical measure of dispersion/ variance. It is the positive square root of the arithmetic mean of the squares of deviations of given observations from their arithmetic mean. Say, it is a midsummer and your organization wants to hold a three-hour business plan meet of your 100 sales persons. You look for a conference hall with right facilities and ambience, especially the room temperature which should be maintained throughout at 2210 C. And two hotels in the city also promised the same. When measured at every half an-hour interval in the one where you held your meet, it read as 18, 28, 30, 24, 20 and 18; the arithmetic mean value and ‘r’ being 23 and 4. 7, respectively. Whereas, had you gone to the other hotel, other things remaining same, the observed values of the room temperature would have been say, 23, 22, 24, 22, 23 24. Although the mean was the same 23, the ‘r’ being less at 0. 8, the service of the second hotel was more qualitative and would have given you more satisfaction. Hence the saying, ‘Company may celebrate mean but customers are bothered by the variance’. However, its process was still not conforming to Six Sigma level. With two observed values out of six not meeting the customer expectations (22! 10 C), the DPMO worked out to 333,333. 33 (i. e. , 2/6 multiplied by 1,000,000), which was hugely far from the required 3. 4! Benefits of higher Sigma level* Sigma Level |DPMO |Cost of quality | |2 |308,537 |Not applicable | |3 |66,807 |25-40% of sales | |4 |6,210 (Industry Average) |15-25% of sales | |5 |233 |5-15% of sales | |6 |3. 4 (World class) |lt; 1% of sales | | | | | The figures in third column indicate that if, for example, you purchase a product at Rs. 10,000/- from a company operating at 4 Sigma Level, you are being made to pay about Rs. 1500-2500/- (i. e. , 15-25% of sale price) towards the cost of inefficient processes deployed by the company to manufacture the item. Putting it in other way, the company concerned can reduce the price of the product by Rs. 500-2500/- if it fixes its faulty processes or improves/ recreates the processes. This measure would also help the company to increase its market share tremendously. Why do six sigma? Six sigma allows you to achieve the constancy of the purpose that is secret to success, focusing your efforts on understanding the variation in your processes and defects that results. Here are the basic results. Money Money is generally most important reason for using six sigma. Here are few questions to consider: †¢ What is cost of scrap? †¢ What is cost of rework? †¢ What is cost of excessive cycle times and delay? †¢ What is total cost of poor quality in your organization? What is cost of business loss because customers are dissatisfied with your product? Do you know the answers of these questions in terms rupee. If so then you know how important it is to reduce process variation and defects. If not, then you need to get the knowledge that gives you power to make necessary changes. Customer satisfaction Six sigma focuses on the critical- to quality expectation of your customers than what matter most. By using six sigma management methods, your company can target the vital few factors in your processes that are allowing variations and defects that keep you from meeting the critical to quality expectation of your customers. Quality Another reason for using six sigma is the value and impact of committing to quality as a very particular way. Consider only following advantages of improving quality †¢ It inspires employees. †¢ It instills a culture and an attitude. †¢ It creates an image in the market †¢ It attracts investors. Growth As you identify and correct process variation, you save expanses which mean money to invest in growing your business. As you meet requirement and expectation of your customers more effectively and achieve higher customer satisfaction you increase your income which means money to invest in growing your business. Competitive advantages Six sigma allows you to become more competitive regionally, nationally or globally. A company that reduces its costs of doing business, meets the expectation of its customers more effectively earns reputation for quality and pride will certainly enjoy advantages over its competitor. Conclusion Six Sigma, as developed by Dabbawala, is an extension of many existing quality tools and techniques, but with the addition of business accountability. This resulted in process improvement gains that increased productivity and profitability. Six Sigma organizations become forward moving organizations by adapting new tools and techniques and overcoming learning disabilities. A gauge of quality and efficiency, Six Sigma is also a measure of excellence. Embarking on a Six Sigma programme means delivering top-quality service and products while virtually eliminating all internal inefficiencies. A true Six Sigma organization produces not only excellent product but also maintains highly efficient production and administrative systems that work effectively with the companys other service processes. In administrative processes, Six Sigma may mean not only the obvious reduction of cycle time during production but, more importantly, optimizing response time to inquiries, maximizing the speed and accuracy with which inventory and materials are supplied, and fool proofing such support processes from errors, inaccuracies and inefficiency). Much can be achieved from programmes like Six Sigma with the active, consistent, innovative, continuous and widely apparent participation by top management. When implemented strategically, Six Sigma can help companies turn over working capital faster, reduce capital spending, make existing capacity available, produce better results from the design and RD functions. Such outcomes also foster a working environment that stimulates employee development, motivation, morale empowerment and commitment. References ? www. google. com ? Six Sigma for managers Greg brue ? What is six Sigma Pete Pande and Larry Holpp ? www. wiki. compedia ? www. Mumbai dabbawala. com 13 MEMBERS GENERAL SECRETARY
Monday, November 25, 2019
Rise to Rebellion Essays - Adams Family, American Revolution
Rise to Rebellion Essays - Adams Family, American Revolution Alexandra Swim AP Gov Introduction 1.George Washington has many qualities and experiences that would come to help him as the leader of the Continental Army. Physically, he was very built, six foot two and weighing one hundred seventy-five pounds, with developed muscles and wide shoulders. For a soldier, this is the perfect build. Also, his experiences in the beginning of his military career would go on to help him lead the Continental Army. He experienced failures, which is key to knowing what is really effective and in keeping one humble. Among the many battles he led, he was able to hone his skills of critical thinking and mathematics, which prepared him to lead an entire army. 2.After being in England for ten years, a lot has changed in the colonies. When Ben Franklin returns, he may have to deal with the consequences of his people deeming him a traitor, as he appointed tax collectors during the Stamp Act since he was completely oblivious to the protesting in the colonies. 3.John Adams seems qualified to be a lawyer and peacekeeper in the upcoming rebellion. Adams believes in a fair trial for everyone, meaning he would even represent the other side (Redcoats) if he deemed it necessary. Part One: The Right and the Power Chapter 1 1.By telling the story of the Boston Massacre through the eyes of a British soldier, we are able to see the event through a perspective weve never seen before. As Americans, we only hear the event portrayed from the colonist perspective. Hearing it from the British perspective makes you realize that everything that happened during the time was not all Great Britains doing, some of it really was the pressure applied from the colonists. 2.The fact that the Boston Massacre was one of the events used to rally the colonists to rebel against British rule is ironic because the Boston Massacre did nothing but cause disorder. The British troops were there to keep the peace, and the colonists caused disorder, in turn getting some of them killed. From there, Parliament struck down their rule even harder. Chapter 2 1.Even though Captain Preston is a British soldier, because of John Adams belief in the importance of law as being necessary for a civilized society, he decides to provide counsel for the captain. When asked to provide counsel, he replies, If this man claims to be innocent, he is entitled, under the law and under the judgment of God, to be heard. He is entitled to an examination of the facts and the evidence. He is entitled to a fair hearing. (Page 19, Paragraph 12) 2.Sam Adams believes that the Boston Massacre was necessary because the citizens of the colonies have become nothing but servants to Parliament and the English. They are subject to the abuses of the law and Parliament does nothing about it. The Boston Massacre enraged the people, causing them to finally begin to stand and speak. 3.Both John and Sam Adams will both be key when it comes to uniting the colonies. They both served as delegates at the Continental Congress, and John Adams was part of the writing of our Declaration of Independence. Sam Adams is also the well-known leader of the Sons of Liberty, the one to always speak out against everything the British government does. Chapters 3-5 1.The governors of the time were given their position by the King of England. This could become a problem for the colonists because they would rather self-elect so they can have some say in what happens in their home. England is thousands of miles away, trying to control and know whats best for the colonies, which is simply impossible, while the governor is placed with the royal task of trying to abide by the Parliaments laws but hear what the people of the colonies have to say. 2.After his conversations with Dr. Johnson, Franklin realizes that the English believe that the colonies have to abide by the English laws. They believe Americans are a primitive people who have to kneel to them, while they are the ones who have allowed them to peel away and form their own culture and identity. They think they have the ultimate right to do with the colonies as they please. 3.It is important to Adams
Thursday, November 21, 2019
Comparative politics and political ideas Assignment
Comparative politics and political ideas - Assignment Example he political system in North Korea does not function to benefit the people that it ought to serve and, therefore, an active presidential democracy should be established where political leaders would be chosen by the universal salvage rather than the current handpicked hereditarily authority. Democracy ensures that the most suitable candidate is elected to office to actualize the needs of the people. Political representation also ensures leaders to work hard because they would face the people in the next election. Political representation has been working efficiently in majority of the nations, in the world and would work well, in North Korea. Presidential system has the most accountable democracies in the world. They ensure that public resources are accounted, unlike a totalitarian dictatorial system. Dictatorship thrives in wastage and engagement, in selfish agenda that ruin the economic fundamentals of the country. Presidential systems thrive better in a free market economy. This help in equitably allocating the scarce resources to the most deserving sectors in the economy. There is no agreed definition of democracy, but it is that system of government that exercises power on behalf of the people. It is a system of government that respects the freedom and rights of individuals. China has been exercising de facto totalitarian authority in the expense of democracy. Though the country has denied people political liberty, it has expanded its economic freedom to citizens and local and foreign companies. Both Israel and Palestine have a genuine argument on the conflict between the two warring communities. As it has been said the most deadly conflict have been the clash between right and right and not right and wrong. Therefore, the mediation of the conflict has found it difficult to find common ground for which both parties can agree on. However, it is the understanding of the causes of the conflict that can help address the situations. The original composition of
Wednesday, November 20, 2019
Pier Paolo Pasolini Essay Example | Topics and Well Written Essays - 1750 words
Pier Paolo Pasolini - Essay Example Were it simply a question ÃŽ ¿f quantity, however, were Pasolini's art no more than the indulgence ÃŽ ¿f an unrepressed narcissist, there would be scant interest in a study ÃŽ ¿f this kind. Instead, his work offers an extraordinarily fertile and dense example ÃŽ ¿f how subjectivities are built on something other and something far more complex than merely saying 'I'. Indeed, one might say that his work offers an illustration ÃŽ ¿f the ultimate incompatibility ÃŽ ¿f saying 'I' and being 'I', in any cohesive sense these phrases might have (Benveniste, 1966, 259-60). For Pasolini does indeed, as Barberi Squarotti implies, constantly offer himself up for display in his work, but to such a degree ÃŽ ¿f intensity that conventional mediation 'is cast aside: he is personally, bodily present within language, as he explains in Petrolio, 'in queste pagine io mi sono rivolto al lettore direttamente [. . .] in carne e ossa'. In other words, he uses the textuality ÃŽ ¿f his work or the semiosis ÃŽ ¿f his multiform interventions in order to embody himself, to project himself into, rather than onto forms ÃŽ ¿f expression. The project is, ÃŽ ¿f course, deeply flawed and unrealizable, but also strangely utopian. It is an almost mystical aspiration to being-in-the text, to textual transubstantiation which can be related to his homosexuality. It represents a recourse to the essential signifier ÃŽ ¿f an 'authentic' body as a public locus ÃŽ ¿f discourse, in response to the exclusion from discourse and from normative sexual ideologies. But the recourse is a subversive and not a naturalizing one, since the irreducible aura f presence surrounding the body disavows coded norms (Dollimore, 1991). It radicalizes the relations between selfhood, signification and the real by projecting irreducible markers f the latter into the first two. It brings selfhood and form into uneasy synthesis, in a dynamic akin to that seen by De Lauretis, 1984, in Pasolini's essays in film semiology: a deployment and experience f forms f discourse as active and subjective
Monday, November 18, 2019
The Legal and Ethical Environment of Business Essay - 1
The Legal and Ethical Environment of Business - Essay Example As the oil industry is directly related to the political setting, it is expected that the takeover of the United States and the Coalition forces since 2003 as well as the new constitution in place will create new opportunities for foreign investors. The Iraqi Constitution of 2005 clearly stipulates the provision of business prospects for international oil companies (IOCs). The global policy forum recognizes this: "In the new setting, with Washington running the show, "friendly" companies expect to gain most of the lucrative oil deals that will be worth hundreds of billions of dollars in profits in the coming decades. The new Iraqi constitution of 2005, greatly influenced by US advisors, contains language that guarantees a major role for foreign companies" (Oil in Iraq 2006). DWI can take advantage of this by pursuing oil exploration in Iraq. This new venture is expected to raise its oil production as well as it revenue and profit. DWI will be able to produce high-grade crude that is extraordinarily cheap to manufacture. In Iraq, discovery and development cost is only $0.5/B and $0.5-$1.0/B, respectively. As the constitution of the new Iraq government is still under establishment, there are no concrete laws which govern the oil industry.
Saturday, November 16, 2019
Quality Services Improvement
Quality Services Improvement The Quality of Services in Emirates Airlines: The Challenges of Continuous Improvement Summary This study examines quality of services at Emirates Airlines and reflects on the associated market orientation. The study also examines challenges and avenues for continuous improvement. These inter-connected objectives shape three research questions that are addressed based on customer responses to a structured instrument. This instrument has its origins embedded in the wealth of developments in methodological aspects to do with service quality assessment. The ‘perception- expectation gap and the gap with respect to ‘service delivery are reviewed across a multitude of research studies that are pegged around the central conceptual feature of SERVQUAL. This concept is discussed in detail including instances of its use in examining the airline industry. A structured close ended questionnaire informs this study that uses data generated from 250 respondents. The study is limited in methodological rigor due to use of descriptive statistics alone but at the same time provides a rich narrative using the data that is often not possible unless results are very strongly skewed in the case on inferential statistics. The lack of robustness has arisen due to data gaps which the study acknowledges. Findings suggest that staff training on understanding the scope of service quality, and continuing with modernization and infrastructure upgrade- should be on top of the agenda at Emirates. The results also show that personalized attention provided to customers is a key selling point in why customers choose Emirates, but that there is lack of understanding related to proper customer relations management. Some conflicting results also tend to suggest that the dichotomy between customer expectations and perceptions is influenced by the relative offerings competitor airlines make. There is also a hint that short term resource impetuses like frequent flyer schemes do not do much to improve service quality perceptions. It is the long term embedded development of staff capabilities and understanding about the holistic nature of service quality that may prove to be ‘the competency for sustained competitive advantage. The study posits a need for further research in developing comparabl e service quality metrics across international airlines that are available only in the US at present (AQR), and also a need for comparative case studies in the industry to inform globalization intentions. Chapter 1: Introduction 1.1. Background Emirates airlines is one of the largest and probably the most consistently profitable airlines of recent times. Since its inception in 1985 it has grown astronomically and in the last couple of years it has embarked upon a fleet upgrade and expansion that dwarfs other major airlines. It sailed through the 9/11 related downturn in aviation business, and the disturbance in the gulf to become an airlines whose success formula mystifies management wisdom. Off the cuff solutions to issues and problems as they arise seems to have worked exceedingly well for the airline. The airline claims to have an open culture and an open agenda where the need of privacy does not subsume the need to deliver from individual competencies under what can be termed a ‘fluid strategy process (Sull et al, 2006). The focus on fine issues and macro aspects alike are shared across all management levels comprising a multi-cultural workforce like no other airline. The company is used to making leaps whether it is by using the recognition from airline of the year award in 1994 to establish itself among the giants, to the massive fleet expansion in 2004-2005- to become the envy of even the giants. Surviving the 9/11 depression clearly points to the merits in Emirates approach. The key issue seems in operating as a family, where when other airlines were downsizing and cutting staff, Emirates kept status quo on these fronts and communicated a feeling of belonging in its staff. This was the crucial lever that kept Emirates going- and in fact even prosper in times that were so trying for the industry. As Carlzon (1989) notes in his aft cited work ‘Moments of Truth this is flattening of structure in the true sense so that messages get across quickly and effectively makes for a â€Å"powerful organisation that serves customers better and unleashes the energy in employees†. However, putting both these together to fine tune the market orie ntation through service quality is a challenge especially in times of growth and high momentum in external factors affecting the industry. Other beliefs at Emirates like around the prosperity of Dubai that it keeps as the nerve centre of its network, and keeping a rather conservative outlook towards alliancing with other airlines are not conventional. These shape a flexible core around which other attitudinal and behavioral aspects of the business model emerge. This emergence has often been punctuated with imposed or deliberated change this study takes place at a time of deliberated change that of rapid expansion of Emirates airlines across the globe (Leckic, 2007). The openness also transcends into the beliefs the airline has. The airline now seeks to grow more aggressively and reduce overt centering on Dubai. Creating a global brand based on current success is on the agenda. The airline realizes that reputations in a service industry are leveraged around service quality. In this light as it stretches out to routing across the globe and hiring more staff and acquiring physical infrastructure, that service quality does not get compromised remains a concern close to heart (Sull et al, 2006; Byles, 2007, Leckic, 2007; Sending 2008). 1.2. Motivation The international airline industry has seen a struggle to deliver profitability alongside ‘truly satisfying the flying public (Van Pham and Simpson, 2000). The alliancing arrangements, route mapping and offering packaged services through such alliances have tried to affect industry standards of service quality- which may not be the true reflection of customer expectations. The perception of customers about what is central to service quality vis-à -vis the state of affairs in crucial for informing service quality initiatives and the market orientation of a firm. Needless to say given the dynamic nature of offerings that exist across industries including the airline industry, such expectation-perception balances are continuously shifting, and are even more fast moving for an airline that is growing rapidly and encountering new customers around the globe. The challenge also thus extends to one of continuous improvement (Emirates, 2005-2007). Given the success of Emirates and its unprecedented growth and plans for growth, it is clear that customer perceptions will be central to deciding performance in the future. In times of growth and expansion to new routes the probability of variation in service quality levels and variation in customer expectations is likely to be higher. How the airline can absorb such feedback to modify and fine tune its strategic marketing in the global environment is intriguing for managers, academics, and the wider industry -all having been amazed at the Emirates story so far. This study examines customer perceptions about service quality and relates it with market orientation to ponder over the way forward for Emirates, clearly something very central to research and practitioner interests in Emirates. The recommendations may also have some food for thought for the airline itself as it seeks continuous improvements for a story that is already a bestseller. From a methodological perspective the use of service quality assessment approaches like the SERVQUAL and its interface with the market orientation of the company has been a motivation (Webb, 2000; Engelland, 1998; Devlin et al; 2002; Van Pham and Simpson, 2006). That these have informed the airline industry among others on service quality, customer and market orientation among others make this research founded on robust theoretical and methodological grounds. 1.3. Research Questions This dissertation seeks to examine service quality at emirates, and examine the way forward as the airline seeks to market its image in times of rapid investment and growth. The first builds upon the second as it is service quality perceptions as customer views that need to be the focus when shaping marketing strategies. This is in particular for a business model that is well resourced as in the case of Emirates and the main concern seems to be of monitoring and improving customer uptake of service quality as the airline grows. This is to be contextualized with the market orientation of the company so far for shaping key initiatives that can augment the alignment between customer perceptions of service with their expectations of the same. Thus three central questions that inform this dissertation are: What factors affect service quality perceptions about Emirates airlines? What factors are perceived to be central in informing continuous service quality improvement initiatives? How do these perceptions associate with the market orientation of the airline from past initiatives? 1.4. Dissertation Outline The dissertation starts with an introduction to the context, scope and potential contributions from this study as here. The next chapter examines the literature in detail examining the concept of quality before leading on to the idea of service quality and research to develop methodological and conceptual paradigms around it. The idea of market orientation as a complement and associated aspect is also dwelled upon before closing the literature review that also uses research evidence across industries including the airline industry. The hypotheses development chapter links the research questions to the backdrop of service quality drawing upon the research site of the airline industry and the conceptual orientation from the literature review. The Hypotheses are aligned closely with a structured instrument that is discussed in the approach and methodology chapter. The approach and methodology chapter also provides for a rationale for selection of methodology, issues in conducting the study, limitations, and a time plan based narrative of how the study has been conducted. The sample profile, data and methods in analyses description here is carried forward in the findings chapter where results associated with each of the hypotheses are presented. A discussion chapter connects the results for a further discussion on implications and then leads on to conclusions. Here the recommendations are once again highlighted as study deliverables under each of the research questions. This is followed by a discussion on study li mitations that include revisiting methodological limitations discussed before. The final chapter closes by some focused suggestions about future research in the area of service quality that are argued to be of much use for the industry and for globally expanding firms like the Emirates Chapter 2: Literature Review 2.1 Introduction This comprehensive literature review builds up the agenda of examining service quality in extant literature by starting off in the realm of Quality itself. In discussing TQM and consumer expectations it opens up a window to start examining the specialized concept of service quality. This concept is discussed in all its nuances especially around SERVQUAL definite leap both conceptually and methodologically in this area. This is linked up with the idea of market orientation to extract a conceptual backdrop relevant to the investigation under this study. The use of extant research both in the airline industry and in other industries provides for resources to adapt the concept of ‘gaps and dichotomy between service expectations and perceptions to shape hypotheses and instrument to collect data for this study. 2.2 The concept of Quality Quality has always concerned the societal intent of consumption. The reasons are fairly colloquial at one level where lack of quality can result in insufficient and unsatisfactory delivery of requirements from a product or service. At another level given the growing complexity of the business processes over the last century quality has evolved into a discipline characterized by an equally intertwined interface between control, assurance, and management in general (Dooley, 2006). Broadly speaking in the business context quality is the ‘perception of the ability of a product to satisfy its users. By extension it also applies to the processes and management of the processes that shape the product. However, the satisfying paradigm underpinning quality has multiple manifestations: â€Å"conformance†, â€Å"fitness for use†, â€Å"basic minimum requirements vs. attractiveness†, and as a matter of â€Å"interest and individual disposition†to name a few (e.g. Juran, 1945; Pirsig, 1974; Corsby, 1981; Kano, 1984; Reeves and Bednar, 1994). The definition of quality is rather difficult to come by because of the sheer nature of its wide applicability and strands of origin- ranging from the practical business origins to metaphysical origins. The American Society for Quality aptly captures this subjectivity in understanding quality by stating it as †¦Ã¢â‚¬Å"a subjective term for which each person has their own definition†(Wade, 2005; ASQ, 2007). Quality management is made up of two complementary aspects one is quality assurance and the other is quality control. The former is about ensuring a basic minimum standard through upfront production process design. The latter is about reviewing and monitoring output to wean out the ‘defectives. Assurance is thus inherently preventive and control is mainly curative in a functional sense (Gunter, 1998). Irrespective of the disparate origins, quality management can be safely said to be largely associated with the idea of excellence. A range of concepts and their operationalisation stem from this broader view of quality and mark the growth in research and practice of quality management. Six Sigma, Quality Circles, and Total Quality Management- are but a few from amongst numerous such frames of reference (dti, 2007). The idea of quality at the advent of the century had been around as a selection paradigm- accepting the superior and rejecting the inferior and biased towards ‘control at best- most of the time the evaluation came from the end user. Along the business value chain as production became large scale after the 1st World War- quality assurance procedures started becoming formalized. It was not only the ‘end of the road customer assessment but also a series of filters ensuring only the better quality output being delivered to the customer made control and assurance an important in house practice . The inspection oriented quality control schema had its problems mainly in terms of competent individuals that could ensure monitoring despite not being the ‘know all skill set champions. Formalized roles of inspection and quality manager thus emerged and along side assurance models provided a great lift to quality management as a capability. Generic tools for quality management l ike the control chart emerged in the 1920s and statistical process control matured towards the middle of the century. The revival of the manufacturing of war torn Japan on mature principals of quality control and management finally brought quality management into the forefront. By the end of 1970s it was a global pre-occupation with everyone trying to imitate the success of Japanese low cost and high quality products (dti, 2007; Dooley, 2006). When the word total quality came to the fore in 1970s and finally pinned quality management as a fundamental capability that ran through the organization. The Wests take on quality management was more about ‘standards than ‘culturalisation-but based around the same operational frameworks as in Japan. These gave rise to national standards in response to the need to have a quality association with the national economy as a whole. At the business level quality is now a key management responsibility and a functional paradigm that has continuous improvement at its very heart (Gitlow et al., 1989). Aside from the generalized profile of emergence of quality management above there are a few key landmarks that need to be noted. The first is probably the statistical developments in the 20s and 30s and the emergence of concepts related to probability of acceptance, risk, tolerance levels, and sampling aspects (Shewart, 1931; Dodge and Romig, 1959) establishment of standards and societies also marked the 1930s and 40s (Hutchins, 1995; Dooley, 2006). Industrial production was never under as much pressure as in the II world War. While quality assurance could not keep up with the pressure control came to the forefront to ensure acceptable working products. The maturing of the statistical processes and standards in this regard was a key development. The large scale transmission of these standards to the then military suppliers ensured that the War provided an acceleration to the diffusion of quality management standards and systems (Dooley, 2006; Grant and Lang, 1991). With the end of the war in the formative phase of reconstruction quality was again given a ‘less rushed attention. The role of top management, the interface between organisation wide processes, among others found attention. Total quality control came to the fore as a holistic concept with a stage gate approach right from design to delivery to consumer (Fiegenbaum, 1951, 1957, 1961). As mentioned, the post war Japanese revival is a key factor in development of quality management. Over the 1950s and 1960s the ideas of cultaration of quality with pride in workmanship, top management support, liberalized communication and quality circles took hold stemming from Japanese success. The good practice concepts like quality circles emerged as competencies that were tightly woven into the culture of business unique to Japan and required some effort when it came to imitation by the west (Koyangi, 1964; Deming, 1967; Juran, 1967). Quality became integral to organisational behaviour, goals, and associated personnel development. 2.3 Total Quality Management, Consumer Expectations and Continuous Improvement The coining of ‘Total Quality Management (TQM), encapsulates this coming of age of quality management as an indispensable competency in the competitive arena that is augmented by increasing customer expectations (Deming, 1986; Anderson et al., 1994; Akers; 1991; Stratton, 1990). The main characteristics-changes and developments though numerous can be safely said to be around making quality: -a responsibility for everyone, -a necessity rather than a differentiator, relate better to services and information, and ever increasing set of non-manufacturing industries. relate to best practices, dissemination and learning -recognized a key function and accordingly resourced in organizations reinforce the primacy of the customer (Green and Welsh, 1988; Marquardt, 1991; Dooley, 2006) As TQM goes from strength to strength the balance between assurance, control, and the new fangled third strand learning is becoming vital given the dynamic nature and complex requirements that are associated with quality (Green and Welsh, 1988). The standardized tools need to be customized for organisational applications with a sense to create the competitive edge-because the omnipresent paradigm itself is tending to defeat the objective to seeking the competitive edge through quality (Dean and Bowen, 1994). Context specificity or in other customization of model and tools is the call of the day for research and practice alike The generic nature however needs to be preserved in the background given wider economic and societal association of quality management. For instance, as new frontiers like e-commerce open a fertile bed of quality concepts and models will be very valuable for learning and adaptation to the economic and social context (Doty et al., 1993; Dooley, 2006). . However, having an adaptable bed for quality management across diverse industries to draw from is not sufficient. The societal realties have also undergone transition quality needs to broaden its founding grounds to reflect on new aspects like information management and the virtual realm where quality may have to question its own foundations that are deeply rooted in manufacturing. The successful adaptation to non-manufacturing i.e. services however, is evidence of the emergent nature of quality management that can take on fresh challenges that include alignment to ever changing marketing and consumer orientation needs. 2.4 Service Quality Service quality is a subjective concept that remains challenging to define and to measure (Cronin and Taylor, 1992). This associates itself and can be understood as the application of total quality in the service sector in the main and also implying the service function in frontline delivery of product in other industries. The understanding of service quality has been synthesized from extant literature by Jennifer Rowley (1998). In her work it is seen as a â€Å"perception judgment from a comparison of what they feel service organizations should offer and the performance of the organisation offering the services†. There is no dearth of definitions that try to pack in comprehensiveness to this abstract concept. For instance, Hedvall and Paltschik (1989) refer to ‘willingness and ability to serve with a mention of ‘access, Lehtinen and Lehtinen(1982) view service quality in a three-dimensional space that looks at ‘interactive, physical and corporate quality fac ets. Furthermore Gronroos (1984) simplifies the idea by seeing service quality as shaped by ‘technical and functional aspects of quality (Rowley ,1988). The link between service and performance and by extension satisfying the customer is challenging because services have a unique combination of characteristics. The first of these combinations is their intangibility- causing issues in measurement as they are a function of the ‘experience of the customer. The next is their perish ability -meaning that they cannot delivered from existing stock and thus lending a dynamic nature to service delivery that is difficult to condition. The third is inseparability between production and consumption of service and the last is heterogeneity or customizability as each end user receives a different level-nature of service partly owing to individualized perceptions that are involved in assessment (Zeithaml et al., 1985; Rowley, 1998; Engelland, 1998; Webb, 2000;; Devlin et al; 2002). The need is thus to work on ‘perceptions to assess quality given the cognitive frame of reference that dominates the characteristics of service. The associated requirement is to be able to classify services so as to peg a cognitive frame on a type of service. Such an attempt has provided for groupings within the service industry as a starting point to deliver customized measurement models (Dotchin and Oakland, 1994). The influences on consumer expectations have also been classified to augment such efforts (Gronroos,1994) . While the seminal work towards generic developments like SERVQUAL (Parasuram et al., 1988), provide founding grounds to service quality measurement- literature sees several issues in the applicability of this generic framework. This also relates to the inclusion exclusion and reconfiguration of the understanding of service attributes and the industry categories discussed before (e.g. Sasser, 1978; Dotchin and Oakland, 1994). A critical perspective on SERVQUAL comes later but upfront it is of essence is to recognize the importance and complexity in measurement given the sheer abstractness of the idea of service and its quality. The customization of measurement efforts and models in light of different service industry groups has been key to efforts at improving measurement (Dotchin and Oakland, 1994). In SERVQUAL the conceptualization of satisfaction has been found to be too simplistic and the multiplicity of the ‘total experience is arguably not captured this is in addition to the non-customized generic nature of the SERVQUAL. A longitudinal and sometimes phenomenological analysis is suggested to capture these nuanced but important characteristics of service quality (Singh, 1991; Rowley, 1994). However, the difficult in devising a comprehensive tool still disposes wider practice of measurement to simplistic methods. Important adjustments and realizations like the use of ‘importance and satisfaction grid (Harvey, 1995) provide a very useful feedback and prioritization. For instance, high importance and poor satisfaction is a combination that merits urgent management attention. Another important variable in the service quality metric that needs to be accounted for is the nature of the contract. Again this is because of the attribute of ‘psychological contracts that is unique in nature to services (Thornrow, 1998). This has found particular appeal in measurement related to provision of public services. Having formal, informal and psychological components in service contracts provide a platform for balancing expectations and perceptions. These are otherwise very difficult to manage given the basic characteristics of service discussed at the onset of this section. Finally the perceptual plane needs to be also looked at with a balance though by classical definition the perception of the customer is the defining feature of quality-for service quality in particular the perception of the provider and the resultant psychological interface is also key to the metric. The role of customers is also not to be taken uni-dimensionally. There are different stakeholde r brackets eg. users, influencers, deciders, approvers that associate with a service category and also vary in their significance (Rowley, 1988). These influence the generic satisfaction and associated performance variable. Given this multiplicity and the psychologically complex nature of interactions, the ‘relationship exchange process (Morgan and Hunt, 1994) is key to providing some cognitive stability to overtime service quality measurement. It is also a suitable conduit to ensure that feedback is smoothly translated into strategic action for improvement. Such relationships can be supported by associating service with some ‘bonds (Chu and Lin, 2004). For instance, providing unique services, incentives, and even building social ties between provider and customer. However, on the other hand, the impact of such relationships on service quality needs to be moderated for a reliable assessment. They provide grounds for stabilizing the psychological map to better associate performance and expectations but at the same time bias it. 2.5 Customer Satisfaction and Service Quality Perceptions Broadly speaking customer satisfaction is a performance indicator of the extent to which a firm has managed to meet customer expectations through its business deliverables. Having formed the foundation of the marketing concept for nearly half a century the attempts at harnessing the good practices and measurement approaches is a much explored realm when it comes to customer satisfaction (e.g. Drucker, 1954; Levitt 1960; Gronroos, 1990). Over the last few years customer satisfaction has received a reinvigorated interest. Possible reasons for this have been seen as the after effects of a maturing TQM paradigm that is linked with several recognition awards, and also, arrival of national customer satisfaction barometers (Garvin, 1991; Johnson et al., 2001; Helgesen, 2006) The associated concept of customer relationship orientation is posits a strong link between customer loyalty and profitability with customer satisfaction (Zeithaml, 1988; Oliver, 1996). While customer loyalty has been referred to as central to ‘competitive advantage (Porter, 1985; Chao, et al., 2007)- this is delivered through customer -satisfaction. This is the basic rationalization behind customer satisfaction being so central to both short term and long term performance assessment. That the ‘ultimate aim of any firm is to achieve customer satisfaction remains the central thesis of market orientation (Levitt, 1960). Customer orientation seeks to align â€Å"organizational values, beliefs, assumptions and premises†to deliver a mutually enabling relationship between the customer and the firm (Day, 1994; Strong and Harris, 2004). Strong and Harris ( 2004), define a set of tactics that can deliver customer orientation. They define three sets of tactics. The first define relational tactics (essentially relationship marketing) that engages a nurturing philosophy for long run gains. The second tactic as human resource tactic is more about the direct interface with frontline of the customer and rest of the organisation -essentially empowering the front line through training and support to reap rewards of realized quality of experience of the customer. The final tactic relates to procedural aspects that routinise and systemize customer care and support systems. The study posits that there is a strong interaction and dependency between the three tactics. This key work that examines customer satisfaction and its manifestations under the customer orientation paradigm shares ground with some key extant literature (Narver and Slater, 1990) However, other studies tend to put one set of such aspects though differently labeled as more important than the others. For instance, Chao et al. (2007) say that while satisfaction remains an abstract idea sometime there is an overt component of interpersonal relationship building that because of over emphasis- instead of complementing customer orientation tends wean resources away from conditioning deliverables to meet consumer expectations. Research suggests that such a lopsided drive is ill-found in the long run While relationship marketing remains important it has to be pegged on consumer satisfaction from products and services for sustainability (Chao et al., 2007). Businesses need to focus attention on relationship building. This however has to be conditioned for long run profitability. Customer satisfaction through meeting expectations from goods, transaction services and pure services, and a sustained follow up and support culture has to be the basis for relationship building. For instance, financial incentives/offers are likely to be ineffective and short lived if quality is undermined. As most of the research in customer orientation gets focused on relationship building this is an important consideration to use as a moderator. Value to the customer can never be undermined for seeking short term profitability. This is because such profitability is not suitably tied in with satisfaction which in turn guides customer loyalty. Views to the contrary also exist mainly from some practitioners. Bruce Clapp (2007) of the Carlson marketing group says that â€Å"relationship strength is more important than satisfaction as a true indicator of loyalty. Customizing the experience of our customers, in-branch and in home, impacts the strength of relationship as it builds. In the experience, ensuring our message is relevant requires that we be closer to our customer. The communication we use, whether direct mail, e-mail or in person, must be tailored to the needs of the customer at an individual level. The term mass customization has gained ground as we look for ways to become partners with our customers and be there when they have a financial nee
Wednesday, November 13, 2019
The Book of Exodus Essay -- Introduction to the Book of Exodus
          The book of Exodus is the second book of the Pentateuch, or Weelleh Shemoth according to the Hebrew Bible. The books main theme is the removal of Hebrew people from Egypt. The book is meant to be a continuation of Genesis. Moses is believed to be the author of this book. During the period of Exodus Israel had been in Egypt for about 215 years. The book begins with the birth of Moses. The book then goes on to talk about the life of Moses and the things that he did throughout his life. The book also explains how the Hebrews were enslaved and then let free. The book is divided into five sections. The first sections deals with the early life and training of Moses. The second section explains the ten plagues. The third section explains the journey to Mt. Sinai. The fourth section explains the land of Israel. The last section explains the construction of the tabernacle.      Throughout the course of history there can be many individuals who could be considered leaders, but some stand out among the others. An example of a superb leader is Moses, whose life is explained in the book of Exodus in the Bible. Moses is viewed as a righteous man in God’s eyes and he is chosen to lead the Hebrew people out of oppression in Egypt. In the story of Exodus there are many examples of Moses’ sacrifices and the hardships he endured while freeing the Hebrews. The faith of Moses was tested numerous times throughout the story, and, in some instances, it seemed that Moses had lost fait... The Book of Exodus Essay -- Introduction to the Book of Exodus           The book of Exodus is the second book of the Pentateuch, or Weelleh Shemoth according to the Hebrew Bible. The books main theme is the removal of Hebrew people from Egypt. The book is meant to be a continuation of Genesis. Moses is believed to be the author of this book. During the period of Exodus Israel had been in Egypt for about 215 years. The book begins with the birth of Moses. The book then goes on to talk about the life of Moses and the things that he did throughout his life. The book also explains how the Hebrews were enslaved and then let free. The book is divided into five sections. The first sections deals with the early life and training of Moses. The second section explains the ten plagues. The third section explains the journey to Mt. Sinai. The fourth section explains the land of Israel. The last section explains the construction of the tabernacle.      Throughout the course of history there can be many individuals who could be considered leaders, but some stand out among the others. An example of a superb leader is Moses, whose life is explained in the book of Exodus in the Bible. Moses is viewed as a righteous man in God’s eyes and he is chosen to lead the Hebrew people out of oppression in Egypt. In the story of Exodus there are many examples of Moses’ sacrifices and the hardships he endured while freeing the Hebrews. The faith of Moses was tested numerous times throughout the story, and, in some instances, it seemed that Moses had lost fait...
Monday, November 11, 2019
The Salvation Army and Stakeholder Governance
As a registered charity and religious institution, the Salvation Army has been in existence for quite a long time. Though some organizations waited for the government to formulate laws that governed the use of public money, practices of transparency, financial disclosure and accountability have been engraved in their procedures even before that (Institute of policy studies, 2010). External stakeholders in the institution are found in the organization. Stakeholders in the organisation are not owners in any aspect and neither do they work in the organization but partner with the organisation in ventures that are of interest to both of them. They are called external stakeholders. Being part of the projects the stakeholders have expectations on the information they should get from the institution regarding the finance they contribute and the activities that are undertaken (Bhatia, 2007). Financial disclosures in terms of balance sheets and income statements are important to the stakeholders especially since they contribute to the kitty of the events or activities that are carried out. Salvation Army gives disclosures not only to the external but also to the public quarterly and incorporates it in the annual report. This is to show what the organization realised or achieved with the finance (Mullins, 2005). Accountability is yet another value that the stakeholders can expect from the institution. Giving details of how the money was spent and who was involved is the main objective of the value. Members of the organisation believe that they owe the Almighty God accountability and do so through financial reporting to the stakeholders and other key personnel (Bhatia, 2007). Transparency is the ultimate crown for the flawless use of resources and execution of plans. In the values of the Salvation Army, this is not left out. It reveals honesty, creates good relation between the involved parties, and is a practice of Christian code of conduct (Mullins, 2005). REFERENCES Bhatia, S.K. (2007). Management of Non-Profit Organisations. New Delhi: Deep & Deep Publications. Institute of policy studies. (2010). Defining social impact. Retrieved on 18th August 2010 Mullins, L. J. (2005). Management and organisational behaviour. New York, NY: Prentice Hall/Financial Times.
Saturday, November 9, 2019
Decomposition of Sodium Bicarbonate - Balanced Equation
Decomposition of Sodium Bicarbonate - Balanced Equation The decomposition reaction of sodium bicarbonate or baking soda is an important chemical reaction for baking because it helps baked goods rise. Its also how you can make sodium carbonate, another useful chemical, also called washing soda. The Equation for the Decomposition of Sodium Bicarbonate The balanced equation for the decomposition of sodium bicarbonate into sodium carbonate, carbon dioxide, and water is: 2 NaHCO3(s) → Na2CO3(s) CO2(g) H2O(g) Like most chemical reactions, the rate of the reaction depends on temperature. When dry, baking soda doesnt decompose very quickly, although it does have a shelf life, so you should test it before using it as a cooking ingredient or in an experiment. One way to speed up the decomposition of the dry ingredient is by heating it in a warm oven. Baking soda starts to break into washing soda, carbon dioxide, and water at room temperature when mixed with water, which is why you shouldnt store baking soda in an open container or wait too long between mixing a recipe and putting it in the oven. As the temperature increases to the boiling point of water (100 Celcius), the reaction goes to completion, with the decomposition of all the sodium bicarbonate. Sodium carbonate or washing soda also undergoes a decomposition reaction, although this molecule is more heat-stable than sodium bicarbonate. The balanced equation for the reaction is: Na2CO3(s) → Na2O(s) CO2(g) The decomposition of anhydrous sodium carbonate into sodium oxide and carbon dioxide occurs slowly at room temperature and proceeds to completion at 851 C (1124 K).
Wednesday, November 6, 2019
Brave New Worlds Bernard essays
Brave New World's Bernard essays In Brave New World, Aldous Huxley uses Bernard Marxs character to demonstrate that even in a society where people are manufactured by the hundreds, human instincts still hold true, and they cannot be denied. Huxley explores Bernards human desire to undermine the society that ultimately refuses to accept him. This exploration begins immediately with Bernards first appearance. Just as the Director finishes his explanation of how efficiently the World State successfully eliminated lovesickness and everything that goes along with frustrated desire, Bernard gives the reader the first glimpse into a characters private thoughts. That character is one that is lovesick, jealous, and fiercely angry at his sexual rivals. Under his breath, Bernard expresses his fierce loathing of Henry Foster and Benito Hoover. He calls them idiots, swine (55). On the surface level, a reader would come to believe that Bernards discontent stems from a systematic or philosophical dislike for his society. Although this argument contains elements of truth, Bernard's discontent more accurately stems from his frustrated desire to fit into his own society. As human beings, we want what we cannot have, and when w e realize that we cannot have it, we try to devalue it by criticizing it. It is Bernards inferiority complex that inhibits him from fulfilling his desires. He is his own worst enemy in his struggle to gain acceptance because he consciously alienates himself from his peers. He spends his time alone, wallowing over his inadequacies. One of which is his physical stature. Bernard is an Alpha-Plus, yet he holds the physical prowess of a Gamma. He, therefore, severely resents the normal people in his society. As a result of human instinct, Bernard becomes rather fond of solitude, and he spends his time thinking and pondering alone. This alienates him even further from his society because he does...
Monday, November 4, 2019
Write report of CESIM simulation of marketing n logistic department Essay
Write report of CESIM simulation of marketing n logistic department - Essay Example Various news such as the safety of using phones n airplanes and quality of the mobile phones to withstand pressure. For instance, the case of a phone exploding in airplane reported in China influenced the USA market demand for phones, decreasing it by 3%, and in Asia it decreased by 7%. Europe, case is conspicuous as demand remains unchanged. Further, as the oil wars diminish, the transportation costs reduce by 6%. Nonetheless, product costs remain unchanged. The factor of outsourcing in USA stand at capacity of 13% while in China is 19%. This results in reduction of up to 6% in outsourcing costs. Additionally, another elemental factor of consideration is the macro environment of the department in handling the handset sales. The factors within the global context, such including the finance industry, affect the organisation performance. The corporate tax rate raises to 22%, as aspects of competitiveness of the various economies impact the markets. Consequently, currency rates fall against the USD such as the Rmb, which fell by 10%. The EU rebounds, bringing the interest rates in Europe down. However, the rates in USA and China increase by quarter and half respectively. Thus, such developments present Europe as the destination for the organisation, as the market is viable and stable. The influence of these factors in the macro environment influence the outcome of the business environment remarkably as the department pursues its establishment in the various sectors of operation within the industry (Kotler 2013, p. 67). Thus, in view of these factors affecting the macro environme nt of the department, the effect is visible on the results presented by the department. The poor results in the marketing and establishment of the department to success are evidence of the impacts within the micro and macro environments within the industry. The CESIM model entails several strategic simulations to evaluate and formulate perceptions of the
Saturday, November 2, 2019
Roger Fenton Essay Example | Topics and Well Written Essays - 500 words
Roger Fenton - Essay Example Although his pictures only depicted the "acceptable" parts of the conflict, they were the first to capture the mundane aspects of warfare†(Roger Fenton Biography). He was died on August 8, 1869. This paper analyses the pictures taken by Roger Fenton with respect to subject matter, composition, framing, and intent. Even though Roger Fenton has taken more than 360 war photographs, he deliberately avoided the pictures of dead, injured or mutilated soldiers. At the same time, he was successful in portraying or revealing the atrocities of war with the help of the photographed landscapes at or near the war front. Crimean War between Britain and Russia was portrayed beautifully by Roger Fenton. One of the most famous war photographs taken during Crimean War by Fenton is known as the Valley of the Shadow of Death. British soldiers faced lot of humiliating defeats in the place shown in the above photograph. Even though, dead bodies or injured people are not visible in this picture, the viewers will get a haunting experience after watching this picture. â€Å"Borrowing from the Twenty-third Psalm of the Bible, the Valley of Death was named by British soldiers who came under constant shelling there†(Valley of the Shadow of Death). Valley of the Shadow of Death is considered to be the master piece of Roger Fenton. It is still considered as an important piece of war photography. The theme of this picture is the view of a cannonball-strewn road near Sevastopol. This photograph appears to be a simple at the first look; however close analysis of this picture may present a haunting experience to the viewers. â€Å"The image offers a kind of visual equivalent to Tennysons poem The Charge of the Light Brigade. In it, the poet pays tribute to the six hundred British cavalrymen who died in this s ame valley on 25 October 1854†(Roger Fenton: The Valley of the Shadow of Death) Fenton believed that the perceptive eye of the camera could record "all
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