Topic in Cultural Studies Assignment Example | Topics and Well Written Essays - 250 words

Topic in Cultural Studies - Assignment Example Greek philosophy had many school of thoughts, which were advanced by philosophers such as Socrates and Plato. Greek philosophy was influenced by old literature and myths (Hanson-Harding, 2000). The roman government was made up of three branches, the senate, the consul, and the assembly. It was characterized by monarchy, democracy and aristocracy. Greece had a parliamentary republic headed by a president and a prime minister. It was dominated by socialists and conservatives. Greece was mountainous and a number of islands. Rome was established on a flat plains made up of fertile soils. On the other hand, Romans were farmers. According to Hanson-Harding (2000), the Greeks were mainly sailors. The Greeks mainly imported goods due to poor soils. They used retail markets to sell their own wares. The Greeks had merchants organized in groups called the guilds. They practiced pottery and metalworking. Romans cultivated grapes and olive trees. Rome was endowed with natural and human resources. They imported grains and exported olive oil and grapes (Thomas,

Effects That Poor Airline Customer Service Has Had On Passengers Essay Example for Free

Effects That Poor Airline Customer Service Has Had On Passengers Essay Abstract The present research explores the issue of poor customer service that airline industry is said to practice with regard to their product and services. The paper examines this issue from the approach of triangulation of the data. It critically analyzes the situation from three perspectives. For the first one is the issue of customer satisfaction in accordance with recent empirical findings. The paper highlights what customer satisfaction empirically means. The next section explores the present operations and services provided by the airline industry from a number of sources. The last section examines and cross-examines the state of customer satisfaction to be found in the present day airline industry operations. At the end of the paper, findings of the research are discussed along with suggestions and recommendation for policy making and airline industry’s operation with relation to customer satisfaction. Introduction   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   With the advent of new technology, extensive human intrusion in the mysterious space, and expedited communication in the twenty-first century, the demands, wants, and needs of the customers are said to be so finely met today as never before. With the state-of-the-art approach to any customer-related segments of today’s business world, it is claimed by the business sector in general that today’s customer is the luckiest one to have had so much ease of choice and liberty of opting from one product to another. This maxim goes from the small gadgets to the massive transaction held across countries. However, analyzing the perspective of the customer may not yield the same level of happiness and satisfaction from the side of the customer in today’s world. Airline business has seen a marvelous boom with the high-tech trend and massive investment throughout the world. As such, it becomes the point of this paper whether today’s airlines are really providing their customers the best of what is available to them. The present paper looks into the issue of the effects that poor airline customer service has had on today’s customer. The present study looks at the issue from a multifaceted approach. It aims to critically analyze the issue from a three dimensional view, that is to say, it extensively reviews current literature on customer-airline area; it goes on to investigate the point of view of the airline business itself and point out the major findings; as well as, the present paper critically analyzes the kinds of effects that the poor airline customer service has to have on the prospective customer. Customer Satisfaction   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Customer satisfaction that a customer derives from a product bears enormous significance for the success or failure of a particular product. A product however technically sound and however economic in terms of use and feasibility cannot be regarded as successful unless and until the customer defines it as satisfactory to their needs and wants. As such, success of a product, we can say, is related to the level of satisfaction that a customer derives from it. Today’s situation, particularly in US business market, is alarming. According to Maier (p. 20, 2002), â€Å"Keeping the customer satisfied no longer is the mantra of American businesses, as studies show a steady decline in customer satisfaction that is projected to continue†. As such, in this section of the paper, the present writer deems it appropriate to critically examine the notion of customer satisfaction; how important is it in today’s business world; and what significance does it hold for the airline customer service? This is important with relation to the understanding of the poor customer service that is reported in today’s airline context. This section is intended to serve as scaffolding or mirror to the later research and findings of our issue of the poor airline customer service. It is important for every firm to offer a bunch of values along with the material product that is the focal point of business to that firm. Only offering the product cannot prove to be successful for a firm’s business. Henceforth, the business firm which has at its disposal superior package of services in the competitive market can certainly win the customer with greater profitability and mounting volume of market reputation. Research has revealed that even most satisfied customer can entertain to defect. According to research while examining the link between customer satisfaction and customer loyalty, it is known that customers, of any product whatsoever, come to feel satisfied with products at different levels and with different degrees of satisfaction. As such, the differential levels of satisfaction of the side of the customer have to give birth to a diverse range of conformity to the product of customer loyalty, â€Å"which in turn result in varying levels of behavioral disposition to patronage with a provider†. What this finding of the logical link suggests is that with regard to a product and customer satisfaction, the range of satisfaction is varied. However, another important point here is that although a customer may be satisfied with a product, they can opt for any other competitor’s product. This suggests that customer satisfaction may not necessarily bear customer loyalty. The point is that a customer opting for another competitor’s product may be allured by the services that the competitor is offering. â€Å"Therefore, firms have to strive to achieve higher levels of satisfaction than their competition by providing superior customer value†. This approach is basic to attaining what is regarded as â€Å"sustainable competitive advantage† (John, p. 07, 2003). Now the point of concern at this stage is that what kinds of business strategies are needed so that a firm can offer a bundle of service to address higher customer satisfaction that other firms in the competition cannot. The primary component here is to have a crystal clear understanding of the competitive market. John (p. 7, 2003) cites Pine and Gilmore who may regard such context of competition as â€Å"experience economy†. It is the very stage or state or level of competition â€Å"where products are quickly commoditized and firms compete on other aspects of the total offering†. According to this very researcher, there are three prime factors that contribute toward the success of higher or superior customer satisfaction oozing out of a product either material or service-related. The first is the employees of the firm that engineer the entire operation of the firm starting from the very scratch and ending it while in the front line interacting with the customer. The other is the processes that are observed by the firm both in the micro and macro level. The last one is the use of technology that the firm undertakes in order to address and meet higher customer satisfaction. All of the above must work in higher order harmony if superior customer satisfaction is needed. And, of the three, the least effective is the adoption of technology alone and depending on the use of technology alone. The author gives its reason. This is that technology can be easily replicated. A firm with required capital can do that. As far as the replication of processes and system goes, it should be noted that these two factors may also be at the disposal of any other competitors because â€Å"processes and systems can be designed appropriately to deliver customer satisfaction, but they can be relatively easily replicated†. However, what is significant in this connection is the attitude that the employees offer. A firm’s employees’ attitude is something that â€Å"less easily replicable† as such there is the entire focus of a competing firm should fall in order to meet superior level of customer satisfaction (John, p. 07, 2003). If we look at the present scenario of the services provided by the present day airline industry, one thing is to be noticed that the airline industry is giving more and more importance to technological advances which are apparent from bottom to top operations of the industry. Whether the airline industry does also offer higher customer satisfaction in connection with their employees’ attitude remains a point of concern which will be explored later in this paper. Before we move on, it is necessary to examine as to what it is that the customers in today’s context want from a product or firm so that they can derive superior level of satisfaction. In keeping with the view of John, (p. 08, 2003), it comes to our notice that there are three basic features which customers look for in order to feel highly satisfied by use of a product which can either be a service or a material product. Convenience is something that can be put on the top of the list. Customers want to be conveniently handled when it comes to opting for a product; they want ease of dealing, interaction, and productivity. Next is the matter of cost. Customers want to buy something as less costly as possible. And the last but not least is the quality of the whole product experience that remains with the customer for a considerably longer period of the former two. At this point in the present research, it has been highlighted as to what is customer satisfaction from the viewpoint of an industry as well as from the perspective of the customer themselves. Now it seems feasible to look at the present state of the airline industry so that a sound critical examination can later be made with relation to our point of examination, that is to say, it will later be explored what effects have been held by poor airline customer services on the customers; what are the causes and reasons for this poor customer service; as well as, how can these factors, causes, and reasons can be appropriately eliminated so that higher customer satisfaction can be obtained. Airline Industry in Today’s Context According to the observation of Dempsey and Goetz (1992), there are few industries that inspire the passion and rigor that the airline industry does. It is due to the cross-border voyages that airlines make letting their passengers feel the romance and allurement of the air-travel which is hardly as forcefully evident in other means of transportation as in the air travel. Henceforth, the airline industry can be viewed as â€Å"the most glamorous of industries† (p. 03). Another reason is the defiance to the law of gravity which â€Å"still gives many travelers sweaty palms on takeoff and landing†. And the highly critical issue with respect to the importance of airline industry is that â€Å"few industries are as â€Å"fundamentally important to the nations commerce, communications, and national defense as is aviation† (p. 03). Moreover, the present air travel has become an element of glamour that many people year to attach to. There are exclusive club memberships of entrepreneur power in the industry; celebrity chase of specific kinds of air travel with a bundle of exclusive services and things like that. In addition to the above, â€Å"ticket prices, route patterns, the margin of safety, and the identity of the carriers painted on the fuselages of aircraft on an unprecedented roller-coaster ride† is now a dream voiced in most of advertisement by the airline industry players. However, this very glamorous and alluring picture must be critically viewed with a magnifying-glass like examination so that hidden secrets and fallacies can be brought forward. One such is the poor customer service by the airline industry (Dempsey Goetz, p. 03-04, 1992). In today’s context of airline services, newer concepts and terms of air travel are emerging by the day which enhances the feeling of a customer to be going for an air travel. Today, global carriers, globalization, and mega carriers are catch words that may allure anyone intending to fly for any purpose. However, these terms remain without precise or definite definitions as do the agenda of customer service that the airline industry has to provide. It is note-worthy that the expanded canvas of airline industry is not something recent; in fact, it all can be chased as farther back as the 1930s. By then, Pan American airline was flaying transatlantic and transpacific; it also had a massive network in Latin America. The same time such carriers as the British and Dutch were expanding their services to (as they were known by then) their colonies at a distant location in Asia and East Indies. Moreover, â€Å"Pan American by the 1950s had a round-the-world service† (OConnor, pp. 57-59, 1995). In the present context of the twenty-fist century, however, things have taken a different stance in the business world; now market forces and competition is giving way to more and more mergers, amalgamation and business associations which may be seen as an approach toward more globalized airline industry. More foreign investment is coming to such countries as the US. Today, this all looks like so powerful an airline industry as never before. Air travel becomes more and more feasible so the services provided by the airline industry need to be critically examined with due attention so that real picture of this global trend can be taken (OConnor, pp. 57-59, 1995). Changing Trends in the Twenty-First Century Today, more than ever before, the climate for airline industry is every changing and opting to more and more uncertainty in terms of international scenario with relation to a number of waves flowing over the international scenario. The twenty-first century has experienced huge calamities like the terrorist attacks on the Twin Towers which caused the airline industry to meet a sudden decline. As such uncertainty of business is more apparent today. The entire climate is wrapped in an element of fear which has given rise to issues such as what kinds of customer services do the airlines provide today to both their international and local customers? According to Doganis (2001), in this climate of continuous change and uncertain aura, the coming years for the airline industry will bring more complicated issues and critical problems and serious challenges with them. One more point here is that not only the structures of the airlines will undergo a change, â€Å"but markets too will become more unstable† (p. 211). What is essentially needed of the airlines in such a situation is that they must clearly define their corporate mission with regard to every single aspect of their operations from employees’ attitude to customer service. â€Å"The key issue which needs to be resolved is whether the airline is to be a global network carrier or a niche player† (p. 212). Moreover, the essence of this entire climate of change will put immense pressure on such areas as ticket prices, services provided by the customers, and it will be enhanced by the new entrants who will be carrying more sophisticated business strategies and tactics to destabilize the present market condition. In this very context, the issue of customer satisfaction seems to linger even more loose than every before. There is danger in the coming times that airline products will be commoditized in which the key player will be fare prices only (Doganis, p. 212, 2001). Thus now it is highly important to critically analyze what is happening in the domain of customer services and the experiences that today’s customers are having with regard to the poor customer service. Airline Industry and Customer Service   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   In this section of the paper, the writer highlights the pertinent issues which are regarded as the real cause for poor customer service by the airline sector. This is very significant if a through analysis of the effects is intended to be drawn. By bringing forward the issues of to the forefront attention, it will be easy to reach an empirical analysis. a) An overview Airline industry with regard to the services that are being provided by this very sector, is facing severe criticism from a number of critics from a number of areas of professional and general walks of life. For example, Reed, (usatoday.com, 2008) notes that the â€Å"shoddy service† of the airline is even coming to USA’s big airlines. In addition to this, Ramon A. Avila, professor of marketing and director of Ball State Universitys Professional Selling Institute, Muncie, Ind. makes a very clear warning about the poor quality of customer service by airlines: â€Å"When it comes to poor customer service, expect more bad experiences in the airline industry† (Avila, p. 01, 1999). There are heaps and heaps of complaints being logged by the day. If we look at the present situation, it seems that airline sector is degenerating instead of rising for a number of pluses on its credit in the twenty-first century. The things that have become commonplace in today’s airline climate are confusing fares with no predefined schemes or policies; the flights are getting more and more mismanaged; delays of flights are nothing but a routine now hinged on the practices of cancellation without regard of the passengers psychological and other troubles being suffered. Avil also notes that Expect rude treatment and expect companies to do the bare minimum because their bottom line is more important than a disappointed customer† (p. 01). The critic also maintains that it seems as if the airline industry is moving toward a fatal end due to so meager performance and stature in the overall picture. To him American airline industry is going to die. The most important point, according to Avil is that â€Å"Good customer service is the keystone to retaining and attracting consumers, and many businesses are missing the point† (p. 01). Although it is important to keep an impartial view of the entire situation, it seems equally important, as of now, whether or not the observations of Avil are up to the mark. For this very reason, a number of different sources will be analyzed to see if poor customer service has really become the norm of today’s airline industry or not. b) Airline industry in context of 9/11 terrorist attacks   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   As according to Russell (2007), â€Å"Airline customer service is notoriously bad†, a very important issue with regard to poor customer services by the airlines to the customers is linked to the more recent wave of global terrorism in which the Twin Towers of World Trade Center were hit nothing but by airplanes. A number of officials blame the poverty of service and operations of the airline industry to this horrible event. However, critically examining the situation reveals something else of the position, particularly of the US airline industry. According to Whalen (p. 33, 2004), although it seems very tempting to attach the poor airline services to the terrorist attacks of 9/11, it is not the case altogether. The author reveals a different picture in this regard. The author states that the prime factors for such poor service by the US airline industry are the â€Å"decades-old legal and labor laws, and the U.S. bankruptcy code [which are] at the core of what is wrong with the airline industry† (p. 33). There is, as such, no other industry in the US which is so much kept on watch. And this really creates a problem. Washington, according to author, is busy in keeping the record of each and every activity taking place everywhere in the airline operations from bottom to top. This includes the airlines, their operational nature, watching of the airports, and so on. The author reminds of the 1991-92 crisis when â€Å"five major carriers [went] through bankruptcy† but the government â€Å"did little to change the basic economics† (p. 33). These rules and regulations are influencing the services and the poor quality of the services is directly related to them. Therefore, in the entire US airline industry seems to have been locked in a known financial cycle of growth and stagnation, which if hereby followed by economic default and bankruptcies. According to the author, this entire situation is directly influencing the customers of the airlines who have to suffer a poor level of services. Moreover, â€Å"Overcapacity exerts downward pressure on ticket prices, generating fares that dont allow the airlines to cover the cost of providing service, making the average private airline look more like a public utility think of Amtrak with wings† (Whalen, p. 33, 2004). From this very viewpoint, it is very easily noticeable that there is little to go to the credit to such events as the wave of global terrorism but to the policy making and regulation of the US airline industry. According to the context discussed above, one this must be noted that the customers have yet to suffer. It seems that no attention is being paid to this very area which is both disappointing as critical both for the US authorities and the airline runners. Poor Customer Service Examined   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   If we wish to take examples or incidents in which poor airline customer service is intended to be reported, there is no doubt in stating that there are load and loads of such instances that would require tones of paper to be put down and which may not end as the situation continues by the very day. However, to the point of this paper, take the example of the great airline disastrous time of January 2, 1999. It was when a massive snowstorm had his Detroit the afternoon of the day. This virtually gave birth to historical crack downs in the area of customer service. It stranded many airplanes of Northwest Airline on snow-coated taxiways and tarmacs. It was not possible, then, to deplane many of the passengers mounting to more than 7000 who were then returning from New Year’s vacations. Their waiting spanned as long as eleven hours. The available food was insufficient in case of a number of planes; and what is more, many of the planes’ toilets became overflowed. Although the airport had closed, Northwest persisted to hope that the planes would take off; it was all forced in spite of the pleas that the on-site managers of the very company had recorded. This all resulted in what can be regarded as the nightmare of air travel in which the travelers had to let go of even their basic rights (Rosenthal, p. 1857, 2002).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Specifically looking at the canvas of the poor customer service by the airline in this regard purports us to look more closely at the issue. Major areas of customer dissatisfaction in this respect are quoted as of the following. These all examples that follow are caused for the Deregulation act that is the root cause of these and other possible poor customer service in which the customer does not entertain any right even to voice their genuine concerns. Delays and Cancellations of Flights   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   It is the matter of everyday when the customers have to face delays and cancellations of flights for nothing but a number of various reasons. It is possible that in some cases the contract between the airline and the passenger may even be breached. It was the day of August 4th, and the year was 2000, when United Airline’s night-scheduled flight – destined from Washington D.C., to Paris – just stayed in the airport for countless hours only before the airline merely cancelled the en route schedule for â€Å"mechanical reasons†. However, the later published report revealed something that surprised the common and innocent citizens. The reports said that the flight cancellation had nothing to do with any mechanical reason whatsoever. It was actually that the United pilots had just turned down the idea of taking the plane off because Stephen Wolf, former United Chairman was on the flight as a passenger. This single instance is so horrible with regard to a number of passengers who had to suffer only because some people in the cockpit were playing the ego game. What is to be said to Stephen Wolf, who, whatever his past status to the United Airline was, was merely a traveler who really did buy a ticket on the flight. And the passengers were not able to hold any say due to the Deregulation Act. Inattentive Provision of Alcohol   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Inattentive provision of alcohol is also permitted as a service onboard to passengers. This service may be harmful in a number of reasons because of disciplinary actions caused by drunken passengers to the common citizens. In one instance, a flight attendant continued to serve alcohol to a group of inebriated passengers onboard of first-class passengers; afterwards, the drunken person insulted a fellow traveler; it was later to cause great controversy and mayhem because the passenger sued the flight attendant and the airline. However, what about a number of other innocent citizens that were also onboard the plane and could do nothing but suffer the entire scene of drunkenness and insult? The court, as such, plainly ruled the suing passenger for the same reason as the Deregulation Act (Rosenthal, p. 1857, 2002) Lost Baggage and Other Issues   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A couple on the honeymoon trip was on their schedule flight to Anguilla from New York City. The couple lost one of their two suitcases en route. They made repeated phone calls to the airline’s concerned office nothing but to track down their lost bag. All that the representative of the airline did was to repeatedly tell the couple that the airline knew the exact location of the lost bad and that it is just coming along their way. So they asked the couple not to worry. However, this very effective communication by the airline came to a fiasco as the bag was never found. The enraged couple rightly went forward and sued the airline. None the less, a surprise waited to compensate their psychological sufferings, the accused fraud they the airline did with them, and the negligent behavior of the airline. The surprise was that the couple had no remedy and this was just because of the Deregulation Act (Rosenthal, p. 1857, 2002).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Besides these instances and incidents, there are a number of other incidents that can be quoted here. Feltner, in her article â€Å"Airline customer service ratings down, and it show† discusses at length the massive misadventure that the author had to undergo while on board of a flight. So many things happened to the author which are discussed at length. According to the author, â€Å"the Airline Quality Ratings survey showed poorer performances for 16 of 18 U.S. carriers over the year before† and â€Å"J.D. Power and Associates released the results of the 2007 North America Airline Satisfaction Study, which included similar findings† (Feltner, 2008, smartertravel.com). The author goes on to discuss the poor ratings report and lower customer satisfaction rankings. She cites that â€Å"The new report shows customer satisfaction rankings for seven out of nine major airlines, as well as low-cost carriers†¦dropped this year† (Feltner, 2008, smartertravel.com).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   All this mayhem on the part of the airline industry has caused great panic and psychological distress on the part of the customers. Either it is the Deregulation Act of the legitimate law, or competition, or inappropriate rules or labor law, the entire burden is left dangling on the week shoulders of the customer who is already burden with so many other societal, social, and ethical problems. There seems to be no way out with regard to the problems that customers have to undergo on the hands of the airline poor performance and poor customer service. In the next section of the paper, the present writer discusses the requisite measures that need to be taken if poor customer service has to be eliminated or at least has to be reduced to a tolerable level. One such important point is the notion of customer relation management. This specific area and studies in this area are examined in the following section so as to reach a possible ground that leads to a healthier climate in which the ill-struck airline customer can experience better services by the airlines and breathe in fresh air. Poor Customer Service and Customer Relation Management   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   To the present day, what is required to meet higher customer satisfaction in the lucrative business of airline is known as Customer Relation Management or CRM. It was actually in the 1980s that airlines started to introduce frequent-flyer segments of their program in order to enhance the loyalty level of their prospective customers. This trend gave birth to a new approach in marketing known as CRM. In today’s context, CRM programs are used in a number of businesses with focus on customer satisfaction. However, when it comes to the airline industry, it is not very surprising to note that the situation is not very satisfactory here. According to Binggeli et al. a survey was conducted for 17 major airlines around the globe. This very survey disclosed that even the most technologically equipped and sophisticated of the airlines â€Å"have only a rudimentary understanding of who their most valuable customers are or could be, which factors affect the behavior of these customers, and which CRM levers are most effective in ensuring loyalty† (p. 06, 2002). What in subsistence was being practiced was that airlines lagged behind best practices in CRM due to the fact that they were merely self-satisfied; they, as such, gave little importance to systems which were not functional and which were non-critical; or they did not worry about grasping financial implications of getting matters in the right place. â€Å"The result: today. Airlines [sic] know only marginally more about the people who fly on their planes than they did ten years ago† (Binggeli et al, p. 06, 2002).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   According to the researchers, today, more than ever before, the airlines need to make an urgent approach toward effective implication of the CRM approach if they really want to make a difference. This is fairly for the reason that if an airline adopts the CRM approach, there is empirical evidence that such an airline can easily increase its revenue by as high as 2.4 percent growing by every coming year, â€Å"representing a bottom-line annual impact of $100 million to $250 million for a large carrier† (Binggeli et al, p. 06, 2002).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   In the present scenario, most of the working airlines do not have sufficient feasible conditions and lack systems and other processes that are required to implement a CRM program and therefore they do not have absolute or reliable data on their customers. For example, though airlines have contact with their customers through a number of channels, such as the Internet, customer service desks, airports, and airplanes, what is simply the matter, data on these sites are not collected with a consistent pursuit or are not accurate at any of these points of customer-interaction activity. (Binggeli et al, p. 06, 2002).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Most of the airlines cannot recognize their most precious customers, â€Å"because their frequent-flyer programs are little more than general-ledger systems that track accrued and spent miles. Although a general correlation does exist between the tiers of a frequent-flyer program and the value of the customers enrolled in them (meaning that in most cases a frequent flyer in the elite category is the most profitable kind of customer), further analysis can prove illuminating† (Binggeli et al, p. 06, 2002). It must be noted in the same connection that different customers within the very tier usually hold widely differential degrees of value to different airlines, additionally, a small but noteworthy number of customers in the category of lower tiers. In this example, we can take the regular customers who let go of full fare out of their pockets. Such passengers can carry great value for the airline as compared to those customers who travel in the upper ones. (Binggeli et al, p. 06, 2002). One more critical problem is the reality that they scarcely know how much money their customers let go of with their competitors in the very market. For example, it is possible that a customer who travels by airline A, may also extensively travel by airline B, and â€Å"would thus be a more fruitful target for marketing than its own frequent travelers† (Binggeli et al, p. 06, 2002). Thus what is required in the overall picture to meet greater customer satisfaction is CRM approach which not only has to yield great profitability conditions and enhanced market reputation for an airline, it also goes a long way on the continuum of customer satisfaction that can definitely satisfy today’s aggrieved and frustrated customer. The Experience of Singapore International Airlines   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   One airline that has surprised the critics of airline customer focus is the Singapore International Airlines. According to Smith (customerservicezone.com, 2008) Singapore International Airlines (SIA) is â€Å"so superior that it leaves other carriers in its vapor trails†. The very point that the author makes here is that the entire success story of the SIA is that â€Å"It places the needs of passengers first, and offers services above and beyond the ordinary†. With this airline, even the experience in the economy class is something that a traveler forgets hard. It is simply a remark that all classes seem to enjoy benefits with equal share of customer satisfaction. â€Å"One of the primary reasons Singapore Airlines provides superior service is because they only hire people that enjoy a service roleenjoy serving others† (Smith, 2008). Thus the example of SIA should be an eye-opener for other airlines too. Conclusion In conclusion, it can be fairly stated that there a number of complex matters which give birth to poor customer service by most of the present day airlines both public and private. If customer satisfaction means superior services on the part of airlines, it can be openly calimed that most of the airlines both local and global fail to meet this criterion. Although it is a right remark to suggest that much of this is credited to the regulations and rules that a government (in this case USA and the Deregulation Act along with decades-long labor laws, for insatnce) holds, it is not right to suggest that only government rules and regulations are solely responsible for a number of dissatisfactory segments of poor customer service by the airlines.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A number of airlines do not practice such important approaches as CRM due to a number of reasons. Whatever they want, one thing empirically becomes clear that today’s customers continue to suffer on the hands of the airlines. Moreover, as quoted above, the suffering customers do not find a proper channel to voice their concerns with relation to massive frustration caused by airlines. Today, â€Å"little attention is being paid to the effect poor internal customer service has on overall customer satisfaction† which is a real problem (Harrison, n.d. principledprofit.com).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Now according to my personal analysis of the entire situation, the poor customer service can only be reduced to an acceptable level only if three-dimensional approach is adopted. On this triangle first come the government that need to make policies that support the customers as the most important part of any airlines related rules and regulations. Next corner of this triangle is the airlines themselves that need to make sure that their customers do not feel that their services are still poor. For this very issue they need to look more closely at the area of customer contact and gather as many data as possible and sort them out in a technically sound manner so that they can be used to make sound empirical investigations. The last corner of this triangle is the customer themselves and airlines need â€Å"information about prospective new customers† (Hagel and Rayport, p. 3, 2002), for successful operations. Unless and until the customers are not considered an integral part of any policy and regulation, no better improvement toward the present meager state of poor customer service can be carved on the canvas of airline business. For this reason the customers must be involved in the process of change and alterations of any kinds. References    Avila, A. R. (August, 1999) Customer service is bad-and getting worse! USA Today. (128) 2651. Page Number: 10. COPYRIGHT 1999 Society for the Advancement of Education; COPYRIGHT 2004 Gale Group Binggeli, U., Gupta, S., Poomes, C. D. (2002).CRM in the air. The McKinsey Quarterly. Page Number: 6+. COPYRIGHT 2002 McKinsey Company, Inc.; COPYRIGHT 2002 Gale Group. Dempsey, P. S., Goetz, A. R. (1992). Airline deregulation and Laissez-faire mythology. Westport, CT.: Quorum Books, pp. 05-30. Doganis, R. (2001). The airline business in the twenty-first century. London: Routledge. pp. 200-225. Feltner, M. (2008). Airline customer service ratings down, and it shows. Retrieved on February 29th, 2008, from: http://www.smartertravel.com/blogs/today-in-travel/airline-customer-service-ratings-down-and-it-shows.html?id=2382874 Hagel III, J., Rayport, J. F. (2002). The coming battle for customer information. The McKinsey Quarterly. Issue: 3. Page Number: 64+. McKinsey Company, Inc.; COPYRIGHT 2002 Gale Group Harrison, C. (n.d.) Turning customer service inside out! How poor Internal customer service affects external customers. Retrieved on February 29th, 2008, from: http://www.principledprofit.com/internal-customer-service.html John, J. (2003). Fundamentals of customer-focused management: competing through service. Westport, CT.: Praeger. pp. 05-30. Lindsey Russell (March, 2007). Surviving Airline Customer Service How to Cope with a Flawed System. Retrieved on February 29th, 2008, from: http://www.associatedcontent.com/article/166932/surviving_airline_customer_service.html Maier, T. W. (2002). Customer service is an oxymoron. Insight on the News (17) 1. Publication Date: January 1, 2001. Page Number: 20. COPYRIGHT 2001 News World Communications, Inc.; COPYRIGHT 2002 Gale Group. OConnor, W. E. (1995). An introduction to airline economics. Westport, CT.: Praeger, pp. 25-65. Reed, D. (2008). Airlines may never fly right on customer service, experts warn. Retrieved on February 29th, 2008, from: http://www.usatoday.com/money/industries/travel/2007-10-16-bad-airline-service_N.htm Rosenthal, D. H. (2002). Legal turbulence: the courtss [sic.] misconstrual of the airline deregulation acts Preemption Clause and the effect on passengers rights. Duke Law Journal (51) 6. Publication Year: 2002. Page Number: 1857+. COPYRIGHT 2002 Duke University, School of Law; COPYRIGHT 2002 Gale Group Smith, G. P. (2008). Secrets of superior customer service: Singapore International Airlines. Retrieved on February 29th, 2008, from: http://customerservicezone.com/cgi-bin/links/jump.cgi?ID=5769 Whalen, C. (March, 2004). The plane truth about airline woes; its not fallout from the 9/11 attacks that is causing the airline industry to crash, aviation experts contend but government overregulation and loose bankruptcy laws. Insight on the News. Page Number: 33. COPYRIGHT 2004 News World Communications, Inc.; COPYRIGHT 2004 Gale Group

Performance Enhancing Drugs Essay -- Athletics Sports Essays

Performance Enhancing Drugs For many years sports have played huge roles in human’s everyday lives. From entertainment, political, financial and to actually competing in them. The task for the sportsmen or women, especially in the top rank, is to beat the other competitors and get a good result from it. Here there is a high amount of pressure on many athletes coming from the media, coaches, themselves etc. They have the wanting to do well and achieve their goals and aims so much that some of the athletes turn to performance enhancing drugs. Obviously training for competition is the main thing to do but using drugs is another helper to succeeding. So, to their way of thinking, doping does not seem like cheating it just seems like something that has to be done for success. Using chemicals in the hopes of improving athletic performance is nothing new. If you were an athlete in the Greek Olympic days, your coach might have suggested you try different mushrooms to gain a competitive advantage. Doping, however, in the sense used today, really came onto the scene in the 19th century. The first drugs to be used were heroine and morphine. Heroine was mainly found in horse-racing circles, while morphine was very much in fashion in boxing and so-called endurance sports. It was suspected of having caused the death of Arthur Lindon, a Welsh racing cyclist who died a few months after the Bordeaux-Paris race of 1896, thereby becoming the first ever recorded victim of doping. Things really got out of hand at the beginning of the 20th century, with strychnine and ephedrine making their appearance, not to mention steroids. Over the last few years, doping has taken a new, dangerous turn. Growth hormones drugs have appeared, as well as doping i... ...ity without drugs. If the athlete, coach or medical adviser resorts to using drugs to assist performance, they are also cheating themselves. If an athlete, coach or medical officer is caught breaking the rules, it could affect their future career in sport as well as bring shame on the sport, their family and friends or harm their own body’s even result in death. I feel that the use of doping substances or doping methods to enhance performance is cheating, unfair and is contrary to the spirit of fair competition. I feel that performance enhancing drugs are wrong in many ways like the horrible effect they have on the athlete’s body. Also the bad name that it gives to the sport that the athlete cheats at and very importantly the way that young children look up to there favourite athletes and if he/she hears about them taking drugs they may want to try them as well.

J.M. Coetzees In the Heart of the Country Essay -- Coetzee Heart Coun

J.M. Coetzee's In the Heart of the Country In the novel In the Heart of the Country, by J.M. Coetzee, the main protagonist Magda lived isolated from almost any human interaction. Due to this isolation from everything outside ‘the country’ in which she resided, combined with her inherent introvertedness and father’s callousness, her view of life was slanted according to the rare exchanges she did muster. As she was prone to bouts of incoherent thoughts and depression, any positive conversation between her and her father, Hendrik, or Klein-Anna served to maintain her sanity. An impolite few words intensified her feelings of seclusion. Likewise a neutral chat ignited optimistic plans for her life, and a favorable stance on ‘the country’. Therefore, Magda based her fluctuating attitude toward ‘the country’ (her life) on the quality of the communications with the three people she knew: her father, Hendrik, and Klein-Anna. The way in which her father regarded her had the greatest influence on her ensuing moods. For example, after trying to help him up onto the bed, begging him to respond and acknowledge her presence, he says only, â€Å"‘Water’†(67). Taking this as a declaration of her worthlessness, she became convinced that she â€Å"[was] an idea [her] father had many years ago and then, bored with it, forgot†(69) about. Locked in self-pity after his reply, she continued questioning the point of her being, feeling insignificant and wanting to â€Å"annihilate [herself]†(71). In fact, that he does not seem to notice her is also a contributing part of her disposition: after taking to bed with a migraine she comments, â€Å"I was not missed. My father pays no attention to my absence† (2). Her resentment of him grew to be so automatic that it envel... ...istress into fits of despair. Magda’s perception of ‘the country’, which was the only home and consistent companion ever known to her, varied depending upon the interactions with the only humanity she came into contact with: her father, the servant Hendrik, and his wife Klein-Anna. Each relationship affected her perception differently, and her moods were constantly volatile. Through this learned dependency on the minimal human contact she experienced, Coetzee suggests that validating one’s life based upon the actions of others is a risky and foolish lifestyle. Magda’s incessant, acidic thoughts ate at her soul until she valued herself at nothing, not unless someone was paying her attention. In the Heart serves as a warning against diminishing one’s own worth for petty and often fleeting, emotions, and lackluster validation from those with ulterior motivations.

Peer Assessment Essay

Introduction This paper discusses the implementation of peer assessment strategy that I carried out in a primary school in Dar es Salaam during my practicum. It consists of a background, rationale, the implementation process and conclusion. The challenges encountered and their possible solutions on how to overcome them.. Background Black and William (1998) define assessment as all those activities undertaken by teachers, and students in assessing themselves, which provide information to be used as feedback to modify the teaching and learning activities in which they are engaged. There are two major types of assessment, formative assessment and summative assessment. And thus, Peer assessment is one of the forms of formative assessment. Besides, Higher Education Academy- UK, (2006) is an alternative form of assessment in which learners are given the opportunity to measure and evaluate each other’s compliments of the specified learning outcomes. It is used to involve students more closely in their learning and its evaluation and enable them to really understand what is required of them. (Phil et al 2006) This is a form of formative assessment which teachers can use in class assignments, tests, presentations, project based work and practical tasks. These tasks can be performed by learners either in pairs, by multiple assessors’ or in groups. It is where learners consider and specify the level, value or quality of a product or performance of other equal status learners (Topping, 2008). This therefore means that learners are able to learn better because they assess their peers work and give appropriate feedback which helps them to improve their own work. It also leads to a number of benefits in terms of the learning process for instance encouraging thinking, increasing learning and increasing students’ confidence Gardner (2006), students find it easier to make sense of criteria for their work if they examine other student’s work alongside their own. It is uniquely valuable because the interchange is in language that students themselves would naturally use, because they learn by taking roles of teachers and examiners of others (Saddler, 1998) Rationale. Eckstein and Noah (1992) argue that teachers teach to the test therefore leaving out some non-examinable but important skills set out in the curriculum. This is evident because most schools in the developing world concentrate on exams which is summative assessment and because of the backwash of this type of assessment, it impedes rather than promote social justice by locking many young people out of the education system, (Cunningham 1998). This summative assessment limits potential in enhancing teaching and learning which makes learners not to get prompt feedback to help them improve on their performance (Brooks, 2002). PA saves the teachers’ time because it takes a shorter time to mark and grade assignments using it than when a teacher marks all the books. This gives the teacher ample time to prepare for other lessons. By using PA, the teacher is able to give feedback to the pupils in a littler time than when the teacher uses traditional method of marking. PA was introduced with an intention to encourage students to take responsibility for their learning. It makes them feel valued because their suggestions are put into account. According to Irons (2008) PA encourages dialogue between the teacher and learners themselves as they negotiate the best assessment criteria when making a rubric to evaluate their work. This makes students really understand what is required of them. Phil Race et al, asserts that students learn deeply when they have a sense of ownership of the agenda and if PA is done using the students design, there tends to be a sense of ownership of the criteria used than when they apply the tutors’ criteria. Furthermore, PA allows students to learn from each other’s successes. In some instances students notice that the work they are assessing is better than their own efforts, therefore they can benefit from the work of the most able in the group. Similarly, it helps students to learn from each other’s weaknesses too. When they discover mistakes in their peers work, it is usually good for them as the awareness of ‘what not to do’ increases and therefore refrain from making the same mistake. (Phil et al 2006) Development My practicum was in a primary school in Dar es Salaam city. I was allocated standard seven to teach English. Standard 7A is rather a large class with a roll of fifty three pupils. Boys were twenty eight while girls were twenty five. All were present. This was a double English lesson of forty minutes each. The Topic was Comprehension, Sub-topic; The library; Lenders and Borrowers. My main objectives were; by the end of the lesson, pupils should be able to read, understand, formulate questions, discuss and be able to evaluate their peers work using a rubric. I made a detailed lesson plan showing the teachers and learners activities. My teaching and learning resources were standard seven text books, dictionaries, flash cards with new words written on them, pictures of a library. The lesson started at 8. 00am to 9. 20am. Implementation I introduced the lesson with a vocabulary song as a brainstorming activity that was led by one of the pupils. I explained what I expected of them throughout the lesson, then used the self-selecting method to form groups of six and told them to choose a leader. We went through the guidelines that they would follow in their discussion groups. The passage had six paragraphs so I gave each group a paragraph. The learners read the passage as they listened to one another, noted down difficult or new words, and then generated three questions from their assigned paragraph. I assisted to organise the groups and how they would present. One member quickly read their paragraph as the rest of the class listened, other members gave new words that they came across and the three questions they had formulated. As they presented their findings I was writing on the blackboard the new words they had encountered, and the questions they had constructed. Together we discussed meanings of these words as pupils tried using them in sentences and checking them out in the dictionary. I noted that discussions were being led in Kiswahili though it was an English lesson. Cummins in McKay (2008) and Ellis stated that the first language (L1) is important because sometimes learners first think in it to make meaning in English. However, the discussion was very lively and everybody tried to participate. It also concurred with Goetz (2002) that different views from learners influence the direction of a lesson creating new learning experiences for both the teacher and the learner. As a class, we discussed the questions on the blackboard then I asked them to write the work in their exercise books, collect and put them on the teachers table. Together we discussed and made a marking criterion on the blackboard. I asked the class prefect to distribute the books to the learners making sure that one did not mark his or her own book. They carefully used the rubric to mark their peers work, then returned them to the owners to check and in case of any complains i moderated and explained to their satisfaction. Finally I gave each a foolscap and asked them to write down what they felt about the new method of assessment. This exercise was mainly to analyze the learners’ reflections and to evaluate myself as a teacher. Challenges My first challenge was the English teacher assigned to me was not co-operative. He was not willing to hand over a candidate class to me. I made him understand that my input would be beneficial to his professional development and the students’ grades. During group work, some learners took it for story telling time. I had a rough time controlling the noise and putting them back to focus. The chosen group leaders helped me have order in the groups and ensured participation of all members. Code switching was common as I related with the learners and as they interacted in their discussion groups. It was a challenge because they did not have the confidence to express themselves. Very few picked courage and participated in English. The rest when picked upon would request to speak in Kiswahili. I encouraged them to have confidence and to continue speaking in English because practice makes perfect. The learning environment was not very conducive. The floor was dusty and had pot holes. This was likely to cause health problems and injury. Due to the large class, desks were not enough. Learners shared four or five per desk  which was quite uncomfortable. I advised the administration to discuss the matter with stakeholders so that the class would be repaired and desks added. This class did not have any teaching learning materials on the walls. They only had text books which were inadequate in a ratio of 1:5. Sharing was a problem because not all could access them. I advised the teacher that teaching and learning aids helped students to construct knowledge for themselves and develop effective learning strategies, thus laying a solid foundation for life-long learning. I also urged him to improvise teaching aids by using locally available materials for example, carton boxes to write on vocabularies and sentence structures and hang on the walls. I realized that peer assessment can be time consuming if practiced in a large class. Grouping learners, discussions, presentations and awarding marks consumed a lot of time which affected the next lesson. Since the school had extra classrooms, I encouraged him to create an extra stream and transfer some learners from 7A and 7B to the new stream if learners were to benefit from this kind of assessment. This is because a class of fifty three was too large putting into consideration the slow learners and learners with special needs who needed special attention. Conclusion Peer assessment had good impact on the teaching learning process where the learners and I jointly got involved in the assessment process hence owning the entire peer assessment procedures integrated in the lesson. This resulted into meaningful learning where feedback was instant. However, there were some challenges which we jointly addressed with the learners. For PA to be successful, meaningful procedures have to be put in place. References Black, P. &William. (1998). Assessment and classroom learning: Assessment in education,principles, policy and practice in Irons, A. (2008). Enhancing learning through formative assessment and feedback. London: Routledge. Cunning,G. K. (1998). Assessment in the classroom: constructing and interpreting tests. London: RoutledgeFalmer. Irons, A. (2008). Enhancing learning through formative assessment and feedback. London: Routledge. Race, P. , Brown, S. &Smith. (2006). 500 Tips on assessment (2nd edition). London: Routledge. Shepherdson, D.

Themes of Shakespeares Comedy Measure for Measure

Themes of Shakespeares Comedy Measure for Measure Shakespeares Measure for Measure offers a number of themes, including: Judgment and PunishmentSexMarriageReligionThe Role of the Female Judgment and Punishment Measure for Measure asks the audience to consider how and to what extent one person can judge another. Just because someone holds a position of power doesnt indicate that the person is morally superior. The play questions whether it is possible to legislate issues of morality and how to do so. Had Claudio been executed, he would have left Juliet with a child and a tattered reputation. She would have no way to look after the child. Angelo was clearly in the wrong morally, but he was given a job to do and followed through. He wasn’t going to legislate against himself. The Duke has fallen in love with Isabella, Claudios sister, so  his decisions regarding punishment for Claudio and Angelo may have been skewed. The play suggests that people should be answerable for their sins but should receive the same treatment as they provided. Treat others as you would like to be treated, and if you commit a sin, expect to pay for it. Sex Sex is the main driver of the action in this play. In Vienna, illicit sex and prostitution are major social problems, resulting in illegitimacy and disease. This too is a concern for Shakespeare’s London, especially with the plague, as sex could result in death. Mistress Overdone represents the casual access to sex in the play. Claudio is sentenced to death by beheading for impregnating  his fiancà ©e. Isabella is told she can save her brother by having sex with Angelo, but she risks spiritual death and the death of her reputation. The play questions whether it is right for government to legislate against sexuality. Marriage Shakespeare’s comedies often are celebrated by a marriage, which is usually seen as a happy ending. In Measure for Measure, however, marriage is used as a punishment, Angelo is forced to marry Mariana and Lucio is forced to marry Mistress Overdone. This cynical look at marriage is unusual in a comedy. Ironically, marriage here is used to regulate and punish promiscuous behavior. Marriage saves the females reputation and gives them a position they would not have had. For Juliet, Mariana, and Mistress Overdone to an extent, this is the best option. Readers are asked to consider whether marriage would be a good option for Isabella, because she could marry the Duke and have a good social position, but does she love him or is she expected to marry him out of appreciation for what he has done for her? Religion The title of Measure for Measure comes from the gospel of Matthew. The plot includes a  passage where a hypocritical deputy sentences a man to death for fornication and then propositions a  woman. The main themes are associated with religion: morality, virtue, sin, punishment, death, and atonement. Its main character, Isabella, is obsessed with virtue, chastity, and her spiritual journey. The Duke spends most of his time dressed as a friar and Angelo has the attitude and demeanor of a puritan. The Role of the Female Each woman in the play is controlled by the forces of patriarchy. They are vastly different characters, but their social standing is limited by the men in their lives. A novice nun is blackmailed, a prostitute is arrested for running a brothel, and Mariana is jilted for not having a large enough dowry. Juliet and her unborn child are compromised by the attitudes she will face if she has an illegitimate child.

Socrates Legacy essays

Socrates Legacy essays From his work documented in the Apology, the Meno, and the Euthyphro, Socrates seems to have practiced philosophy solely for the pursuit of truth. Through conversations with some of Athenss most respected men, he was able to prove his theories, which in turn disproved common beliefs of his time. By analyzing and understanding Socrates beliefs and conversations, we gain a better understanding of how reasoning can be used to acquire truth. The Apology is Socrates unsuccessful attempt to convince the Athenian jury he is innocent of the charges held against him. He describes the true intent of his philosophical study, which is for the pursuit of truth, is not to corrupt the youth or disobey the Gods. In the Meno the question of whether or not virtue can be taught is presented to Socrates. In this conversation he has with Meno, Socrates first questions what the definition of virtue is. When Meno provides an answer, Socrates then proves to him that the answer is questionable and different people can define virtue differently. By questioning virtue he shows that to answer a question we must first understand it fully. The goal of his philosophical practice is evident here because Socrates wanted people to acquire knowledge by consistently questioning facts. He wanted people to question what they held as absolute certainty and that is what he tried to do with Meno in their conversation. In Euthyphro, Socrates converses with a young man who speaks confidently and all-knowingly. Euthyphro is certain he understands what piety is until Socrates asks him to define it. Once again, Socrates' desire of having people to question what they hold to be true is evident in this conversation. Euthyphros answers are scrutinized and proven weak by Socrates and the young man is left to acknowledge that what he first held as knowledge (piety) is in fact, opinion...

Career Spotlight What I Do as an Office Manager

Career Spotlight What I Do as an Office Manager tell us a little about who you are, your current position, and how long you’ve been at it.my name is catherine. i am an office manager at realmatch, and i’ve been here about 2 months!   i have a passion for organization, crafting, event planning, and disney movies. i currently have 3 cats, all rescues, and hope to foster pets someday as well. here are some great career options for cat lovers.what drove you to choose your career path?coincidence! my career path started way back in high school when my mom noticed her accountant scrambling in the middle of tax season. she asked them if they needed help, and i went in for an interview. i became an assistant/bookkeeper there and stayed until halfway through college. i then worked at my dad’s law office and an advertising company as an assistant before finally becoming an office manager here at realmatch.how did you go about getting your job? what kind of education and experience did you need?i had a bachelor’ s degree in media studies- but a college degree isn’t necessary to be an assistant, even though it’s preferred. to become an office manager, i needed at least 2-3 years of experience as an assistant, and i had about 8! i learned something different in each position i held, and it all came together to make me the perfect candidate for realmatch.what steps do you need to take to start a career as an office manager?the best way to become an office manager is to begin as an assistant and work your way up. if you need to get your foot in the door, i recommend networking and asking around. get the word out that you are looking for a position as an assistant, and it’s very likely that someone’s mother’s lawyer needs a helping hand at his or her office. a personal connection is always very helpful for getting an interview. luckily, almost every office needs an assistant of some kind. if you want to learn everything about getting a job as an administrative assistant, check out this useful article job spotlight: administrative assistant.from there, you can advance to nearly any position because you will be exposed to all the different departments within the company. for me, the natural evolution from being an assistant was to become an office manager, because i enjoyed all the various tasks i was given.did you need any licenses or certifications?a college degree is always encouraged. in new york city everyone takes the train, but i can see a driver’s license and car being a requirement in other cities/states because there can be some running around involved with the job.becoming a notary public can also be helpful. you will become a valuable asset for your bosses if they can go to you for a notarization instead of finding time in their busy day to go out and find one.it’s important to set the rules and explain to people what you’re expected to help with and what you can do only if your other required tasks are don e.what kinds of things do you do beyond what most people see? what do you actually spend the majority of your time doing?i spend a lot more time thinking and researching things than most people would think. sometimes a thought on how to improve the office will come about and i’ll ponder it, trying to find out if it could work. other times, someone will make a suggestion on how to improve the office or their job, and i’ll take the idea and run with it. i’ll do some research and get in contact with companies to get pricing before bringing it to the managers for their input. usually most decisions come down to budget, so it’s always helpful to have a ballpark on pricing beforehand.what misconception do people often have about your job?within the office, people often have the misconception that it’s your job to do everything they don’t want to do. this can range from cleaning up everyone’s mess around the office to tackling their â€Å"t o do† list items they don’t enjoy. it’s extremely important to speak with your manager and see what he or she expects from  you. it can become very easy to get bogged down with menial tasks that are not necessarily required of you. it’s important to set the rules and explain to people what you’re expected to help with and what you can do only if your other required tasks are done.find a need within your company, and work to fill itanother misconception that a lot of people have is that the job is really easy and anyone can do it. in actuality, it’s much more complex than people think. the tasks themselves aren’t necessarily difficult- it’s juggling all the tasks at once while staying within budget and being efficient that’s a challenge.at my last job, i was doing a walkthrough with a rep from a moving company to get a quote, and about four different people approached me with questions while i was speaking to him. i had to politely advise them that i was handling something at the moment while also needing to listen to the rep and remember who needed what so that after the meeting, i could address it. it’s really easy to lose your concentration, so it very important to stay on task and organized.what are your average work hours?my current hours are 9am – 6pm. this is probably a typical workday for most office managers, but there may be certain offices that work later or prefer you come in before everyone else. most days i only work the 9 hours, but if a big project comes up, i may have to stay a few extra hours or check my email inbox diligently.what personal tips and shortcuts have made your job easier?i strive for efficiency. when things get hectic, i need to be able to get tasks done quickly and accurately. the first step i take is to organize everything within the office. spending a quiet afternoon organizing is definitely worth it in the long run. if someone asks where the staples are, i know exactly where to lead them. in addition, i love to label everything. this way, if someone suspects an item is in a particular closet, they can open the door, look at the labels, and find the item without me.i also love to use evernote to track my tasks. the software can do so much! i have tons of different to-do lists, both for work and my personal life. if i’m working on something and suddenly â€Å"oh yea, i have to pick up the dry cleaning at some point† comes to mind, i’ll quickly switch to my personal to-do list and jot that down. it’s really helpful to clear your mind so that you can focus on the task at hand instead of wondering how you’re going to remember to do that after work. you can also create different notebooks, which i do  for events that are coming up. you can paste links, add website snippets, and so much more!i also find it’s better to get quicker tasks done immediately upon receiving them so i don’t have them in the back of my mind while working or end up forgetting to do them. if i am at a pause point within a big project, i will stop and get a smaller task out of the way. this not only makes my life easier, but it makes the person who requested it really happy!what do you do differently from your coworkers or peers in the same profession? what do they do instead?sometimes when people are not monitoring you, or when you help a lot of different departments, it can be easy to fly under the radar with tasks. oftentimes, people love when they can get paid to do as little as possible. for me, i prefer to be busy than to be relaxing- it makes the time pass more quickly! also, the more you do, the more likely you will be to get a promotion or a raise. if your boss asks the other managers within your company what they think about you when it comes to review time, you want to have as many people as possible giving you glowing reviews. if you plan to ask for a promotion, having everyone backing you up and singing your praises can only help you get the job.what’s the worst part of the job and how do you deal with it?somehow, my days usually end up being either super quiet or crazy busy. i can have nothing major to do all day, then at the last minute three things come up that need attention right away. or there will be a week when everyone’s on vacation and i struggle to find things to do, but the next week they get back and i become so busy, i have to force myself to take a break to get lunch.i deal with it by trying to do things ahead of time. if i know i need to prepare for a new hire that won’t be coming for another 2 weeks but i am free now, i will get as much done as possible so that i’m not overwhelmed if a big project comes in the next week. sometimes i’m so efficient that i surprise myself. i’ve had times where i thought â€Å"uh oh, i forgot to do this!† only to realize that i completed it the week before in anticipation of the deadline. at those moments, i always smile to myself and think â€Å"good job!† and realize that is what others must like about me as well.if your boss asks the other managers within your company what they think about you when it comes to review time, you want to have as many people as possible giving you glowing reviews.what’s the most enjoyable part of the job?getting to talk to and meet new people. when i was in school, i would get in trouble for chit-chatting with people when i was supposed to be quiet. i love that now i can go over to people when there’s a lull and get to know them. it’s especially helpful for new hires, because they’re usually quiet and shy. it’s great to talk to them and get to know them before everyone else and see how much they grow and all the new friends they make at the office.what is an unexpected skill an office manager needs to have?i think having a friendly relationship with the people yo u work with is important as an office manager. i love to be approachable, this way people know that if they have any questions or concerns, they can come to me. you can find out a lot of information about everyone, ranging from office gossip to their feelings about the environment of the company.it’s extremely important to use another critical skill, discretion, to decide what to do with this information. is it suspected that two coworkers have started dating, and there is no policy going against it? keep it to yourself. do people reveal they feel overworked and under-appreciated day after day? suggest to management that since people have been working hard, a treat to say â€Å"thank you† may be in order. by using your social skills, you can possibly prevent a small issue (like people feeling unappreciated) from becoming a big one (like half a department quitting).what kind of money can one expect to make at your job? or, what’s an average starting salary?an off ice manager’s salary can be between $27k and $100k. since that’s a huge range, it’s really important to take a few factors into effect to determine what is accurate. where you live will usually be the biggest determinant, followed by your experience, the office size, and the industry you’re working in.if you are curious, check out the expected salary from spotlight: administrative assistant.how do you â€Å"move up† in your field?the best way to move up is to work hard, always offer to help, and be someone that people can rely on. i also believe owning up to mistakes is always better than trying to hide them. if you offer a solution to your mistake and can fix it, that’s even better.find a need within your company, and work to fill it. create a list of the steps you’ll need to take to accomplish the goals, and create a timeline. if you have a list of deadlines for the goals you wish to accomplish, it’s much easier to track. whe n the date you set for yourself comes up, you can ask questions like â€Å"am i on track with what i wished to achieve?† if the answer is no, figure out where your plan derailed and to get back on track. when it’s time to evaluate your professional growth, you can show your manager the goals you had and the steps you took to achieve them. always keep notes of your biggest accomplishments.   when it is review time a year later, it can become difficult to remember all the things you’ve done!before creating your resume and applying to jobs, think about the tasks you enjoy doing most. highlight those in your resume and look for jobs that match your skills.what do people under/over value about what you do?i think they undervalue the level of organization required. it takes effort to create a routine to know exactly when to order which items so that you’re not overflowing from the cabinets or bone dry. i feel that most people don’t understand everythin g an office manager does until they are not around. when i get back from vacation, everyone tells me how they missed me and how much i am appreciated!as for overvaluing, i find it a bit comical when someone tells me i’m a lifesaver because i told them where the staples are, but i do appreciate their gratitude.what advice would you give to those aspiring to join your profession?before creating your resume and applying to jobs, think about the tasks you enjoy doing most. highlight those in your resume and look for jobs that match your skills. take into account the work environment of a company and your personality and try to find something that suits you.for instance, i love start-ups because they are always changing and conversation is encouraged. i don’t feel that i would thrive in a super corporate environment where my hours must be billable and i had to stay at my desk. above all, always try to keep a positive outlook, no matter what is happening. if you start to fee l frustrated, take a breath, step away for a moment, and come back with fresh eyes and a clear mind.are you ready? apply for office manager jobs here.  catherine sarlis is an office manager at realmatch. she  loves cats, crafts and watching disney movies on lazy saturdays.   you can connect her on linkedin and instagram.

KNBC's Channel 4 Essay Example | Topics and Well Written Essays - 750 words

KNBC's Channel 4 - Essay Example It was almost too fast to follow and once a subject was completed, the feeling was one of wanting to know more. But the next subject was being discussed by then. The top stories covered in the April 30 newscast were, first, the Hollywood fire reported originally on April 29 and completely contained and put out by 8 am on April 30. One building and four small businesses were destroyed. It was like a firecracker that fizzled, although the anchors did try to make it interesting by mentioning familiar sites nearby such as the Pantages and Capitol Theaters and the building's location at the corner of Hollywood and Vine. The name of the restaurant may have been given, but it was not repeated. It was said to be similar to the Brown Derby. Also, Lindsey Lohan was mentioned as celebrating her 21st birthday at the restaurant/nightclub known for its erotic dancers. Although there apparently was no specific charge of arson, according to the anchors, because of earlier suspicious fires that might be arson, an investigation was underway to determine if the fire was accidental. KNBC does have a Web site and the story was presented in far more detail with video and photographs (Crews Investigate). The name of the restaurant was given on the Web site-Basque Restaurant and Nightclub. The second story to be presented was the May 1 protest at McArthur Park at which it was thought 25,000 to 100,000 people might attend. Because of clashes between police, demonstrators and journalists the year before, a low profile was planned by police. Previous use of force by police in 2007 embarassed both police and city officials, and the officers were retrained for the present protest. The protest was against federal immigration laws, which the Latino population felt were dividing families and were unfair. This was followed by the border protest "Stop the Mexican Government," which was quickly noted on the broadcast but not discussed in detail. The coverage of the protest was continued on Moyer and Williams' evening broadcast on May 1 and dominated the news hour, even though only 10,000 protestors showed up, not the expected 100,000, and there were no major disturbances. Again, the story again brought to mind a fizzled firecracker. The team announced the death of a San Francisco surfer killed on Monday, the 28th of April by a grey shark when he bled to death from a thigh injury. The fact that the incident occurred in Mexico was stressed. The federal interest rate was the next topic of discussion, cut .25% , which, it was noted, weakens the dollar once again. The broadcasters further discussed the fact that the government says there is no recession, even though the rising price of food and gas and the plummeting housing market does not confirm this. Except for obvious but unspoken criticism of President Bush, Moyer and Williams' political coverage was balanced with McCain offering tax credits re health costs, Hillary Clinton credited with appealing to blue collar workers, and Michelle Obama making no comment about Rev. Wright. Obama claims 10 super deligates and Hillary only 6. The final story presented was on the firefight across 580 acres of the Sierra Madre

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

Police Misconduct - Research Paper Example However, it is indisputable that police have used their privileges to take advantage of the public, becoming more of a threat than a source of security to the public. Discretion provides the police with an opportunity to design their own courses of action, and at times the right to abuse the law. The matter of police discretion has been a hot topic in the area of criminology as researchers seek to identify the best approach to streamline police actions. Discretion gives the police the chance to make ethical decisions depending on the complexity of the situation that they encounter to reinstate order in the most appropriate way. One advantage of police discretion is that it saves the public from the agony of harsh police treatment if the law was followed to the letter. However, Dempsey and Forst (2013, p. 140) states that police discretion with the opportunity to abuse their powers in a manner that favours their course of action. Arguably, the police can pursue private interests in the cover of police discretion. Such â€Å"private interest can take several forms, such as direct financial or material profit, receiving services, or psychological profit† (Terry, 2010, p. 617). For instance, a police will decide to take bribe rather than incriminate a careless driver, hence predisposing the public to road accidents. In such an instance, the police will apply discretion to make a decision that is selfish and ignores the plight of the public (Terry, 2010). Although this may benefit one public, it is a wrong decision that puts the life of other drivers at danger. In this light, discretion allows the police to make selfish decisions that only benefit a few and hurt the community welfare. Discretion gives the police the right to bend the law and the consequences of bending the law may be too severe. In their duties, the

Nanotechnology and acne Research Paper Example | Topics and Well Written Essays - 250 words

Nanotechnology and acne - Research Paper Example Nanotech medication can be devised that have strong antimicrobial properties to treat this infectious skin disease. The use of encapsulated benzoyl oxide in chitosan-alginate nanoparticles is used for the purposes of improving the activity as well as the tolerability of the anti-acne agent. Biodegradable and biocompatible nanoparticles are used in the synthesis of nontoxic anti-acne agents 6Ï€(d1 - d2)gr2/ÃŽ ·.These drugs will use stokes law once they have dissolved in the body fluid to diffuse to the target site of action. As the nanoparticles will be sinking into the body fluid forces will be acting on it. The force that will be acting in resistance of the particle will be equivalent to 6Ï€rÃŽ ·v, where r represents the radius of the blood vessel, ÃŽ · is the body fluid viscosity, and v represents the velocity at which the nanotech drug will be moving along the blood vessels. The force acting downward is equal to Ï€r2 (d1 - d2)g, where d1 represent the density of the body, d2 is the density of the blood, and g represents gravitational force. Upward and downward forces are always in balance at any constant velocity of fall. Stokes law finds its application in several fields hence its validity in the use of nanotech drugs in the treatment of acne is authentic. Therefore, when the formula is combined together, the velocity at which the nanotech drugs will be t=moving at will be v = 6Ï€(d1 - d2)gr2/ÃŽ · (Farokhzad & Langer, 2009) useful in the treatment.

The Literature of Exile and Imaginary Homelands Essay

The Literature of Exile and Imaginary Homelands - Essay Example This dissertation traces the movement of this dialectic between people and places and draws from that movement conclusions about the political and ethical stance of the novels' authors. Chapter 1 introduces the study and the novels, in an attempt to find the places where the three novelists' concerns intersect or diverge. In Chapter 2, I look at Salman Rushdie's The Satanic Verses and Midnight's Children, novels that create a fantastical and magical landscape against which post-colonial questions and problems are addressed. My study elucidates the cultural codes at work in these novels and reveals that the singularity and stability of these cultural codes are eventually denied. Chapter 3 focuses on Jasmine and The Holder of the World by Bharati Mukherjee and investigates the characters' perspectives of their own exile; Mukherjee's characters suggest that individuals can ethically engage with the world despite the alienation of the post-colonial condition. V. S.

Woolley v. Hoffmann-La Roche, Inc. and Lucy v. Zehmer Essay

Woolley v. Hoffmann-La Roche, Inc. and Lucy v. Zehmer - Essay Example In that case, the court is changing the employment law in Jersey State. In such a case when the plaintiff is not available, it is impossible to continue with the case, and automatic cessation of the case occurs. Any death occurring before the case is over and the jury have made the decision leads to final disqualification as one party that had information on the case is no longer available. The court is in the process of changing the court analysis in the country. The opinions of the employer are fair. Basic honesty is necessary in employment contracts. The jury had to make tight decisions since it is dependable on the future judgments. The common law of the country should hence be promoted for the sake of justice (Werhane, Radin, Bowie, & Wiley, 2004). For the employer to avoid such future problem, he should ensure that the employment manual is different from the employment contract to make everything clear. The whole task of selling the land ends up in a total dispute. It is accompanied by corruption such as bribing for the sake of convincing the buyer to fix the bargain. In addition to that, it seems that Zehmer was intoxicated with â€Å"drinks â€Å"at the time of the sales process, later confirming that the whole process was a joke. In addition to that, the price for the quoted land is far much low according to the economic standards, such that one may see it a joke buying such huge piece at such a low price. Zehmer also makes a commitment to sell the farm without making a prior and sober agreement with the wife but simply seduces her to sign the offer. If the defendants were in a position to accept that the whole process was a foul and joke, it would have implications or any change. It would remain a breach of contract of sale between the two parties. When one is making an agreement to sell a property or for employment purposes, he should note that, it remains critical to submit to the terms of the offer and to oblige to it in full. In the

The Literature of Exile and Imaginary Homelands Essay

The Literature of Exile and Imaginary Homelands - Essay Example This dissertation traces the movement of this dialectic between people and places and draws from that movement conclusions about the political and ethical stance of the novels' authors. Chapter 1 introduces the study and the novels, in an attempt to find the places where the three novelists' concerns intersect or diverge. In Chapter 2, I look at Salman Rushdie's The Satanic Verses and Midnight's Children, novels that create a fantastical and magical landscape against which post-colonial questions and problems are addressed. My study elucidates the cultural codes at work in these novels and reveals that the singularity and stability of these cultural codes are eventually denied. Chapter 3 focuses on Jasmine and The Holder of the World by Bharati Mukherjee and investigates the characters' perspectives of their own exile; Mukherjee's characters suggest that individuals can ethically engage with the world despite the alienation of the post-colonial condition. V. S.

Strategic managenment Essay Example | Topics and Well Written Essays - 3000 words

Strategic managenment - Essay Example For example, a company may decide to lower the costs and prices of its products, in comparison to its competitors. An example is Wal-Mart, which is a chain of supermarkets and it is known to sale low cost products. This is when compared to its major competitors such as Target, Kmart, Meijer, etc. Because of its low cost products, Wal-Mart has emerged as one of the biggest and most profitable retailing units in the world (Babitsky and Mangraviti, 2013). However, this comes with a disadvantage. The main disadvantage is that Wal-Mart is forced to reduce the cost its production. This includes overhead costs such as labor, etc. Wal-Mart is a company that is known for paying its employees very low wages, and hence it has a high turnover. This is not beneficial to the company because it losses experienced labor or workforce. Another type of a competitive strategy a company may choose to follow is differentiation. This normally occurs through the various dimensions that are valued by the target customer of the organization. This is for purposes of commanding a high price or value for the product under consideration. Apple’s is a communications hardware company that uses this strategy for purposes of penetrating its target market (Gil and Reyes, 2013). Under focus, an organization would either choose to offer its products to a specific target market or segments within a market, or it may choose to offer its product to the entire market segment. A good example in this scenario is in the car industry. Mercedes Benz offers luxurious motor vehicle products to its target population. The people who can afford to drive these luxurious vehicles are the rich and the upper middle class people (Maria, 2012). This is the segment in which Mercedes Benz sales its products to. It is important to understand that the generic strategy developed by porter gives a reflection of the choices that a company makes, with the intention of gaining a competitive

Justinians Military Battles Essay Example for Free

Justinians Military Battles Essay Justinian carried on the unending war against the Persians with mixed success. His general Belisarius lost a battle at first in 528, then completely routed the Persians at Daras, near Nisibis (June, 530); but on 19 April, 531, the Romans were defeated near Callinicum on the Euphrates; in September a peace was arranged on fairly equal terms. The emperor then conceived the plan of reconquering Africa and Italy, lost to the empire by the Vandal and Gothic invasions. In 533 a fleet of five hundred ships set sail for Africa under Belisarius. In two battles the Romans annihilated the Vandal kingdom, took the king, Gelimer, prisoner to Constantinople, and re-estabished the authority of Caesar in Africa. In 535 Belisarius sailed for Sicily. The island was conquered at once. After a reverse in Dalmatia that province was also subdued. Belisarius in 536 took Rhegium and Naples, entered Rome in triumph, seized Ravenna, sustained a siege in Rome till 538, when the Goths retired. A second general, Narses, then arrived with reinforcements from Constantinople; Milan and all Liguria were taken in 539, and in 540 all Italy up to the frontier of the Frankish Kingdom was reunited to the empire. In 542 the Goths revolted under their king, Totila; by 553 they were again crushed. Narses became the first Exarch of Italy. Verona and Brixia (Brescia), the last Gothic strongholds, fell in 562. The Roman armies then marched on Spain and conquered its south-eastern provinces (lost again in 623, after Justinians death. ) Meanwhile the Crimean Goths and all the Bosporus, even the Southern Arabs, were forced to acknowledge the rule of Rome. A second war against the Persians (540-45) pushed the Roman frontier beyond Edessa. From 549 to 556 a long in Armenia and Colchis (the Lazic War) again established the empire without a rival on the shores of the Black Sea. So Justinian ruled once more over a colossal world empire, whose extent rivaled that of the great days before Diocletian. Meanwhile the emperor was no less successful at home. In 532 a very dangerous revolt (the Nika revolution), that arose from the factions of the Circus (the Blues and Greens), was put down severely. Bury says that the result of the suppression was an imperial victory which established the form of absolutism by which Byzantine history is generally characterized. (Later Roman Empire, I, 345).

Production of PR-protein 1 in Mangroves Leaves | Experiment

Production of PR-protein 1 in Mangroves Leaves | Experiment 1. Abstract One important trait of a plant is its ability to form natural barriers that keep harmful microorganisms away. For instance, mangrove leaves may produce a hormone called salicylic acid to inhibit the growth of fungal pathogens. Such a hormone may induce an antimicrobial substance known as Pathogenesis Related (PR) proteins. A lot of Pathogenesis related protein researches have been done with tobacco and tomatoes leaves. In this study, the aim of the experiment is to determine whether mangroves leaves induce the PR-protein 1. The mangrove leaves are treated with salicylic acid and are left for 7 days in order for leaves to induce proteins. The leaves extraction procedure is carried out by the reference procedure Verlag Paul Parey (1980) and Thierry Niderman (1995). The PR-protein 1 in the leaf extraction solution can be identified by using the SDS-PAGE technique, which the SDS detergent is sticking to the protein during denaturing of the protein and electrophoresis gel can separate the different PR protein family based on their molecular size. The molecular weight of protein bands can be categorized by using reference protein and the molecular weight of PR-protein is known as 14-17 kilo daltons. Acknowledgement Initially the gratitude I would like to extend to my supervisor and foremost, Mark Duxbury is of highest praise for his accomplishments in helping me to succeed in our field of study. Through-out my research project there has been a lot of work that i have strived to excel into a project worthy of my subject teachings, the questions that I have asked of him, he has never neglected to reply to in good time. Collectively with all the staff in the AUT laboratory, I would like to thank for providing all the equipment and chemical supplies and gear that have been used through-out the year in my research project. 2. Introduction There are approximately 70 different types of mangrove species in the world. Some countries have a variety of mangrove species, however New Zealand has only one species which is called Avicennia marina or Mana, it belongs to the Verbenaceae family that is a cosmopolitan species which is widely distributed along tropical and subtropical coastlines. Mangroves have been growing in New Zealand for more than 19 million years. Most mangroves tend to grow in warmer climates, which influences the diversity and size of growth in the tropics. Therefore, mangroves do not tend to survive in colder climates, and this is why all the mangroves in New Zealand are likely to grow in Northland because it is warmer there. They grow larger in warmer temperatures,so the optimum growth of mangroves in New Zealand is experienced within 60 centimetres of the tide line, and flourish mostly around placid waters with shelving along the shoreline, in and around harbours and estuaries. Otherwise alternative condi tions, harsh and rough water waves, can dislodge their roots as well as upset the silt that settles, which they require to grow. They can tolerate salt water even if submerged completely. This tolerance is not permanent, they need to be uncovered for half of either tide. 2-1. Importance of mangroves It is important to know about mangroves in New Zealand, what their role is in erosion control and what they support. Mangroves have wide a diversity in their roles of food webs and the support they have for animals and plants in their environment. There are four different reasons why the mangroves are important in New Zealand. Productivity of mangroves The productivity of Mangroves is measurable with close analysis of their reproductive parts, twigs and leaves, this measurement determines the organic matter of the plant, its energy and its ability to contribute environment. Food source The distribution of fresh organic matter is localised, the most important attribute of mangroves in New Zealand, is the dependence the environment has on them. They supports the greater habitat around the nearby harbours and estuaries. Reference to this process is called the food web, when the distribution feeds a range of animals like crabs that digest nutrients from mangrove and return these nutrients into the food web. Support for other plants Different varieties grow in different environments, in tropical environments, this supports low density growth on sandy shores and seagrass beds in between trees, and can form new beds with the upper edges of these mangroves from the edge of the forests. It is clear that these enviroments do not support the same growth as in New Zealand. Support for animals Mangrove beds are located in harsh conditions so the range of dependency on this plant life is limited, reasons being; decomposition of sediment, oxygen starvation, muddy flats and tidal exposure. The variety of animals that feed off mangroves are somewhat small but they include worms, mud crabs, shellfish, mud snails and whelks although terrestrial animals (spiders and insects) are also at home around mangroves. The range of inhabitants also varies with the location and nature of the sediment. 2-2 Defence mechanisms of plant Explanation of the first and second defence mechanisms of plant will follow, in the first defence mechanism the invasion of pathogens is protected by a physical barrier, in the plants developed cell wall, and is composed of cellulose, pectin and lignin etc. The second defence mechanism is different by the use of the plants chemical defence, by alkaloids, saponins and phenols. This process is a constitutive expression of the plants secondary metabolite. The reaction of the defence mechanism involves turning a cascade of genes to produce a plant-pathogen interaction. Production of reactive oxygen species, through cell wall defence and through other group proteins such as PR (pathogenesis-related). 3. Literature review Many of the PR proteins are diverse in their families, so that they are found in a lot of types of plants such as, 33 in Tobacco, 20 in sugar beets also in spinach. Classification of PR proteins that induce pathological and related states (Van Loon 1985), are a classification of family, through relationships of cellular form, amino acid sequences and biological activity, further families are identified as tobacco and tomatoes with classifying PR proteins. Sequence Homology is the term for the families of PR proteins, but are not defined only by this but also by migration, the specific reaction with antisera, biological activity also determines PR and resistance to interactions. Characters of cDNAs that reveal PR genes are seen in the systematic resistance in plants against pathogens, and incompatible hosts house bacteria, fungi and viruses, elicitors of PR genes derive molecules from pathogens. These proteins are found in different plant types, although healthy plants suffocate the c haracteristics of PR, multi gene families have the most PR proteins and are proven to inhibit the growth of fungi. Interestingly the use of large groups of PR genes can be characterised and used to sustain healthier responses to biotic and abiotic stress, to the betterment of transduction mechanisms and the measure of stress signals to return greater defence for enhanced engineering of crop plants. Necrotic lesions in plants, can be a result of the resistance produced by the PR. 3-1. Variation of infectious PR has been identified in the infected tissue of unhealthy plants, as well as in healthy plants, e.g Tomato plants are known to display seven PR's when they are in good health. Varieties of the plants also support PR proteins, in fact PR proteins are usually only present after stress, unlike flowers, pollens, stigma and seeds. Associated stress induced by pathogens is the dominant group PR-1 and is used as a signal for SAR. The research that has produced our current knowledge of PR-1 was undertaken in 1970, limited antifungal activity suggests it is a defence mechanism but the action it takes, and the relationship with other proteins is a new subject. 4. Pathogenesis-related (PR) proteins PR proteins induced in a pathological environment allow the role of the proteins defence in the plant, that is the result of a reaction to infection to produce the PR. Antimicrobial proteins attack molecules in the cell wall that are bacterial or fungal. Host plants see the interaction of pathogens that are labelled as hypersensitive reactions, that are the proteins produced in the event of a pathogen attack there are 17 types discovered (Van Loon,2001) 4-1. PR-1 protein family. PR protein typically has 160 amino acids in length, although it is not clearly studied in biochemical properties, the most abundant group in the PR-protein family is PR-1 because of its high sensitivity to infection, it induces a very high level, between 1 and 2 percent of the protein in the leaf. There is a molecular marker of the expression of PR-1 that indicates the plants defence response, this particular protein is most studied in tobacco. Picture 1. Families of PR proteins The picture 1 showed different types of the PR-protein family and different PR-families that have different molecular sizes. The first family is the PR protein 1 and it has a molecular size of 15 to 17 kDa. The biochemical properties of the PR-1 family is not clearly established, so those stated are unknown. However, it is known that the PR-1 family is the most abundant group of proteins, which induce very high levels of PR Protein when infected (approximately 1 to 2 % of the total leaf protein). They are typically 160 amino acids in length and exist as an acid or base dependent on their functional grouping (Punja, Z. 2004). 4-2. Acidic Pathogenesis Related -1 Proteins Tomatoes, barley, maize, parsley, as well as other plants of the Graminae, Solanaceae, Chenopodiaceae and Amaranthiceae families have detected acidic pathogenesis related -1 proteins. The high resistance to proteolysis is adapted to the extracellular environment, and the protein in the plant is soluble in acidic buffers with low molecular weights. The protein P14 isoforms have been found in barley, and tomatoes which have a similar protein to tobacco, that respond to different polyclonal antibodies, unlike acidic PR-1 genes that do not target vacuolar peptide sequences form PR-1 has 138 amino acids that synthesize a higher molecular weight that contains N-terminal amino acids that produce K15da mature protein. 4-3. Basic Pathogenesis Related -1 Proteins Basic Pathogenesis Related -1 protein contains 30 amino acids in the hydrophobic N-terminal region of 30 amino acids, this is a signal peptide that is the translocation of endoplasmic reticulum the C-terminal peptide also contains the vacuolar targeting signals, for example in tobacco leaf PR-1 proteins are localised in extracellular space responding to TMV infection. The 17KDA are two basic isoforms, and PR-1 has an isoelectric point of 10.5 and 11.0, the exception between the similarities of PR-1 basic and PR-1 acidic is one amino acid sequence and are identified in maize, celery and other cereals. 5. Salicylic acid The benzoic acid derivative is Salicylic acid (SA), an important phytohormone is involved in the regulation of the plants defense mechanism. The important role that Salicylic acid fills in plant defence for the protection from pathogen attack, recently was proven to be necessary for SAR. Salicylic acid has a role that is observed in the plants defence mechanism was similar to the medication of aspirin in observation, the acid induced resistance to the mosaic virus in tobacco. The accumulation of PR proteins increased in resistance, and assumed as markers of the defence response. Biosynthesis has elucidated in the pathway of salicylic acid and has synthesized from benzoic acid into cinnamic acid, and this reaction catalyzes a function of cytochrome P450 monoxygenase. Salicylic acid is an essential compound in the signal pathways accompanied by an induced excess of acidic pathogens- related protein genes. The production of pathogenesis-related proteins is the role Salicylic acid holds in the resistance to pathogens. 6. SDS PAGE(Sodium dodecyl sulfate Polyacrylamide gel electrophoresis). SDS is anionic detergent consisting of 12 carbon tail attached to sulphate group, which has a negative charge. It also disrupts the non-covalent bond particularly protein and denatures the molecule. The protein can be denatured at certain temperature and lose their shape. At that stage, SDS can stick to the denatured protein due to similar shape and charge ratio as protein. PAGE separates the macromolecule based on their electrophoresis mobility. Smaller polypeptides travel faster and quickly through pores, while large polypeptides travel slower. The polypeptides have similar charge to mass ratio which is dependent only on molecular weight. Factors in Business Cash Budgeting: With Examples Factors in Business Cash Budgeting: With Examples Contents (Jump to) Task One (p3d) XYZ Traders Cash Budget Task Two (p3abc) Alpha Manufacturing Budgets Task Three (p4abc) Beales Manufacturing – Variances Task Four (p2ab) Beales Manufacturing – Standard Cost Bibliography XYZ Traders Cash Budget Introduction In this report Part A presents a cash budget for XYZ Traders for the six month period from December 2008 to May 2009. Part B comments on the cash flow forecast and outlines the benefits of improved cash flow for the Company and recommends management consider a cash flow improvement program. Part A – Cash Flow Budget December 2008 – May 2009 Table 1 Table 1 shows the cash flow budget based on the following criteria: Cash balance as at 1 December 2008 totals  £2,600 Furniture units sold at  £100 each Furniture units purchased for  £60 each Customer collections on the basis of 50% in month of sale and the balance the following month Purchases paid for in the month following delivery Fixed expenses are  £4,000 per month Loan repayment of  £10,000 due in April 2009 Stock units carried over from October into November 2008 unknown Part B – Budget Cash Flow Commentary The cash flow budget/forecast for the next six months: is cash positive for each of the six months under review will generate sufficient cash for the  £10,000 loan repayment on schedule in April 2009 will allow supplier payment on time one month after receipt of goods has a lowest cash balance of  £1,200 at the end of April following the loan repayment in the same month Recommendation – Cash Flow Improvement Program The cash flow budget indicates that XYZ can continue trading for the next six months without recourse to additional funding. However improving cash-flow can have a number of benefits including: reducing the equity required to finance the business reducing loans and interest payments required for working capital releasing funds for expansion and/or new business activities providing funds for profit distribution to the owners/shareholders We recommend management plan and implement a coordinated program to improve cash-flow. Specific areas for consideration are: minimise inventory by introducing a â€Å"just-in-time† (JIT) arrangement where suppliers orders are placed at the time of customer purchase for receipt a day or two before delivery to the customer eliminate inventory (except for show-room stock) by arranging for suppliers to deliver direct to customers under XYZ Traders instructions and identity negotiate extended payment terms with the suppliers, say, three months credit encourage customers to pay the full purchase price on order placement offer sales on credit with a reputable finance company increase sales volumes with well designed and executed advertising and customer incentive programs reduce overheads and expenses with a cost-reduction program Alfa Manufacturing – Budget Report Introduction This report recommends Alfa Manufacturing introduce a budgetary control system. Section A outlines the purpose and benefits of budgets and Section B describes two possible budget formats, incremental and zero based budgeting and examines the advantages and disadvantages of each method. Section A – Budgets, Purposes and Benefits The primary purpose for introducing a budgeting system is to provide the Company with a powerful tool for planning and monitoring business performance. It improves productive effectiveness and enhances coordination between the various arms of management to achieve the overall Company aims. Budgets represent the primary means of communicating agreed-upon objectives throughout the organization. A budget is a formal written statement of the Companies plans for a specified time period. The principle element of a budget is to plan and predict future income and expenditure against a time-scale, usually on a monthly basis covering a calendar or accounting year. Actual income and expenditure is recorded as it occurs and monitored on a regular basis against the plan or budget. The differences between planned and actual results are monitored, reported and the variances analysed and explained. In summary, the benefits of a budget are that: Management must develop a comprehensive plan for the future. Key objectives are agreed for monitoring and performance evaluation. Potential problems are identified well in advance. Coordination of activities within the business is facilitated. Management is more aware of the Companies overall operations. Each level of management participates in the planning, preparation and monitoring of financial activity. The budget must have the complete support of top management and is an important tool for measuring and evaluating managerial performance. Contemporary budgeting has been defined as a system wherein managers are provided with the flexibility to utilize resources as required, in return for their commitment to achieve certain performance results (Deloitte Touche Tohmatsu, 2008). Section B – Budgeting Systems This section contrasts and compares two basic budgeting methodologies currently in use in industry today, Incremental Budgeting and Zero Based Budgeting. Incremental Budgeting (IB) is the traditional approach to budgeting which relies on historical information and the previous years budget as a basis for the preparing the input and data for the following year’s budget. For example, let’s say last year’s sales budget was for 1000 units at  £500, giving sales revenue of  £500,000. For next year’s budget the market for the product is anticipated to improve by 10% giving unit sales at 1100 thus giving budget sales revenue of  £550,000. Similarly costs would be based on last years budget, modified by projected inflationary factors. Anticipated raw material price increases and labour rates are used in the cost of production and increases in say, rent and utilities would reflect in overheads. Managers will prepare their individual budgets based on a series of pre-determined criteria and assumptions which are normally provided by top management, finance and accounts. The advantages of IB are that it is: relatively easy to implement easy to understand and appreciate less time-consuming to prepare than ZBB a â€Å"top down† approach with the same basic assumptions for all The disadvantages of IB are that it: assumes that the budget methodology and cost structure is correct encourages expectations of inflationary increases predicts sales will reflect the market without competitive analysis encourages departments to spend all of their allocated budget Zero Based Budgeting (ZBB) is an approach to budgeting that starts from the premise that no costs or activities should be factored into the plans for the coming budget period, just because they figured in the costs or activities for the current or previous periods. Rather, everything that is to be included in the budget must be considered and justified. (Chartered Institute for Public Finance and Accounting, 2006). Another definition is the use of budgets which start from a present base of zero and regard all future expenditure as being on new items rather than a continuation of existing ones. In practice this means that a budget has to be justified in full for each year of operation (Steven A. Finkler, 2003). In implementing this process each manager must critically examine his own activities and operations and build his budget from scratch. The advantages of ZBB are that it: questions accepted beliefs focuses on value for money links budgets and objectives involves managers leading to better communication and consensus can lead to better resource allocation is an adaptive approach in changing circumstances The disadvantages of ZBB are that it: is time-consuming and adds to the effort involved in budgeting can be difficult to identify suitable performance measures can be seen as threatening–careful people management is required is about costs and resources of options ignoring current practice can be difficult to comprehend and execute by managers with little financial knowledge and skills Recommendation Since Alpha Manufacturing has no previous experience of budgetary control it is recommended that an Incremental Budgeting program is introduced initially. The budget can be prepared using historical data with guidelines and assumptions provided to each manager by the Finance Department. Beales Manufacturing plc:  Flexible Budgeting Introduction This report examines the budget and actual results for October. It flexes the budget to actual output, provides a variance analysis and identifies possible causes for each negative variance. Managerial accountability for each variance is suggested and possible remedial actions for the unfavourable variances identified. The benefits of using flexible budgets are explained and it is recommended that this technique be introduced as a feature of Beales’ regular budget reviews. Variance Analysis and Explanations Table1 shows the results of the budget and actual output for October, flexed to actual output with each variance examined for possible causes, accountabilities and suggested remedial actions. Benefits of Flexible Budgeting Static budgets have the disadvantage of providing a single specific predicted volume of output. In reality, it very unlikely that the actual output exactly matches the budget. Thus any comparison of actual output to budget suffers from the problem that some of the variances, particularly for variable costs such as labour and materials, will be as a direct result of the differences in the volume of output. Flexible budgets provide an after the facts device to tell what it should have cost for the volume level actually attained (Steven A. Finkler 2003) They are a useful tool for analysing the effects of variations in volume of output against the original budget. Dennis Caplan (2006) suggests that â€Å"the motivation for the flexible budget is to compare apples to apples. If the factory actually produced 10,000 units, then management should compare actual factory costs for 10,000 units to what the factory should have spent to make 10,000 units, not to what the factory should have spent to make 9,000 units or 11,000 units or any other production level.† Recommendation For Beales Manufacturing to make the best use of the budgeting process it is recommended that flexible budgets are prepared each month. Variance analysis as demonstrated above will assist management to implement contingency plans to correct any unfavorable trends and enhance profitability. Beales Manufacturing plc:  Standard Costing Introduction This section defines and describes the principles of Standard Costing. It is an accounting technique which provides a powerful tool for management to analyze business performance and plan improvements. An example of a standard cost is derived from the October budget and the use of variance analysis to identify problem areas and possible remedial actions. Definition Standard costing involves the development of a product or service cost using estimates of both the resources consumed and the prices of those resources. The standard cost may then be increased by an estimated profit margin to produce a standard selling price. These estimates of cost and revenue then provide a foundation for further planning and control (Barrie Mitchinson 2000) Illustration The best way to illustrate the benefits of standard costing is to use the October budget data to arrive at an example of a Standard Cost. This cost can then be compared with the actual unit cost for October and the variances analysed as shown in Table 3 below. Standard Unit Cost vs. Actual (October) From this analysis specific product cost information can be derived. For example, although raw material costs per meter were below standard cost, more material than standard was required to complete the production schedule. Why was that? The manager responsible for production will be able to use the information to investigate the unfavourable variance. Possibly scrap rates were excessive so improved quality control could help reduce or eliminate the problem. Raw material costs were also above standard which will alert the purchasing manager to an overrun of purchasing costs which may require action. Recommendation We recommend that Beales consider the introduction of Standard Costing to provide management with a powerful tool to improve efficiency, productivity and product profitability. Bibliography Deloitte Touche Tohmatsu, 2008, Budgeting Budget Controls  http://www.deloitte.com Chartered Institute for Public Finance and Accounting, 2006, Zero Based Budgeting Briefing Paper, http://www.cipfa.org.uk Steven A. Finkler, 2003, p158, Finance Accounting for Nonfinancial Managers, CCH Tax and Accounting Steven A. Finkler, 2003, p162, Finance Accounting for Nonfinancial Managers, CCH Tax and Accounting Dennis Caplan, 2006, Management Accounting: Concepts and Techniques, OSU College of Business, http://classes.bus.oregonstate.edu Barrie Mitchinson, 2000, Standard Costing and Fixed and Flexed Budgets, Association of Chartered Certified Accountants, http://www.accaglobal.com