Delivery of Customer Service Excellence within UK universities Essay Example for Free

Delivery of Customer Service Excellence within UK universities Essay There has been continuous increase in the number of people pursuing higher education. This has been contributed to by the changing society that requires one to continuously update and keep up with the education standards. As the demand of education increases, there is an increase in demand for higher education in the face of decreasing government funding (White, 2007, p.67). The decrease in government funding in many countries has resulted to self-sponsorship among most of the students. With the students, being self-sponsored there is need for amore market driven stress on focus on the customers’ needs and in this case, the students are the customers. As the number of students with the objective of going to universities increase so does the application of marketing in the field of higher education (Lomas, 2007, p.456). The marketing of university services has necessitated the change in the relationship of the students and the university to have a customer provider relation. The treatment of students as customers has been at an increase due to the increase in number of universities. The increase in number of universities increases competition-necessitating need for customer service among the universities to increase the number of student’s enrollment rate. To establish if the students are customers one has to determine the services provided by universities and the consumers of the products or services provided. According to Martinez (2013, p.56), education provision can be classified as a service, which can be separated into service delivery and service content. Whereby service, content cannot be negotiated with the students but service deliver is negotiable. Simple the content covered in the classrooms is not determined by the students but the way in which this content is delivered can be negotiable. The customers of the service provided by the universities are students. The service delivered in this case refers to the standard way in which education is applied or impacted on the students. The quality of service is determined by the standards applied in an institution, the equipment’s applied, technology, materials, instructor, and the timing in which this education takes place. The two types of service provided by the universities attract different consumers. The service content attracts customers that are external to the institution who include private and public employers and the society. The students are described as the service consumers since they are partners with the institutions and are the main consumers of the services provided by universities. Universities can also be described as service providers since it cannot be classified as service provider since they do not manufacture any of their final products instead they offers good that are not physically visible. Having classified the services provided by universities it could be established that there are several types of consumers of the universities products. The main customers are however, the students who are directly affected by the quality of services provided. Secondly, there are external consumers who are affected by the services provided in a secondary level. Having established students as consumers then universities should strive to always satisfy customer’s needs. In addition, universities should be improved by comparing them with the service provision industry, as an ever-increasing competition forces to do so. Trends in the universities also draw it closer to customer-oriented service industries. Students   want to be involved in the decision making process of the universities more than depending on the market forces, this qualifies   the students to be the customers since the articulation of their opinions increases or decreases the royalty and retention rate of the universities customers. In some countries like UK and Austral, universities senior management and government agencies insist on the need to consider students as the customers. This is evident in Oxford University where the satisfaction of the students is a paramount objective for the institution. This is justified by the fact that the marketing department of the university has students suggestion cites where they collect the needs and wants of the students. This opinion is however, not supported by the academic staff that states that recognition of students as customers decreases the quality of education since the needs of the students are not in all cases right like the expectation in businesses(Lomas, 2007, p.34). Governments all over the world and particularly the UK government have been seen to put in place mechanisms for assessing the quality of the services provided by universities. This assessment is meant to allow the government to identify areas that need improvement. The government also puts in place measures that drive up the quality of education and provide enough information about the universities that will help students determine on what institution is proper or the best among the many provided. Government makes reforms at universities to change the perception of universities into business –like organizations (Lomas, 2007, p.54). According to Pittman (p. 342), the relationship between the student and the universities are special unlike most of the service industries. The recognition of universities as service providers, in one way or another the market forces lead into the treatment of the institutions as businesses. The treatment of universities as businesses has been evident in the running of Cambridge university and other leading universities in the UK that engage in marketing strategies aimed at pleasing the students in the universities. This therefore includes the marketing strategies used by businesses. The business focus is the satisfaction or meeting customer needs and similarly universities should focus on meeting the students’ needs to survive in the market. Students attend universities with different objectives including, pursuit of their person interest, desire to gain qualifications, prepare for academic and research careers and preparation for the world of work. These needs are sufficiently provided by most of the universities however, the students choose the universities that provide these services with a more customer centric culture. The universities are now under pressure to make the students feel as the kings and at the same time not deteriorate their standards of their curriculums or standards. This calls for the universities to differentiate themselves and creating a customer oriented relation with the students to increase the enrollments and retention rate. Customer Relationship Management Theory Customer relationship management is an important aspect of any business. It is the process of obtaining, retaining an increase the market share, or customer base of a business. It includes the management of off-line and in-line relationships with consumers. Customer relationship management requires the running of business in a customer centric approach that considers the customers first. Universities have increased in number necessitating the need of marketing activities that differentiate each university and increase their competitive advantage. The ever-increasing competition levels have brought about changes in the dynamics of the education business particularly in the university level. The customers of universities have continuously been enlightened and choose the best among the universities. This has increased the need and importance of a customer centric culture that strives to understand the customer’s needs. Universities have understood the need to invest in new technologies to allow them to gain advantage in the competition by exploiting their brand value, customer base, and investments in infrastructure in order to increase the number of enrollments, as their direct link to the customer satisfaction and profitability (Martinez, 2013, p.56). Customer relationship management allows the universities to analyze their consumers at different levels to allow the detection of their needs, preferences, potential areas that require improvement and after this, the universities are able to establish or implement the necessary actions to achieve customer satisfaction. Universities engage in every year orientation for the students to display the facilities in the institutions. This is evident in Manchester University, Liverpool and Cambridge that allow the interested students to view the facilities and from their judgment choose a university that best suits their needs. Achievement of customer satisfaction is a core objective to many businesses as it increases the competitive advantage and thus increasing profitability of the organization. The increase in number of universities increases the bargaining power of the consumers who in this case are the students. Today students want to enroll in universities with better services, lower fees, good infrastructure, skilled tutors, and access to various services within an institution. This pressures the universities to look for new ways that are going to satisfy these needs and ways to keep the students and the rest of the customers satisfied before any other institution does (West, Ford, Ibrahim, 2010, pg.89). According to Bay, Darlenen, Daniel, Harold (p. 15), students are the purchasers of the service provides and therefore the customers of some of the campus services and the facilities, which are provided at a price. Students have to pay for the education provided at full price in order to benefit. The service provider determines the standards of the service though the services provided at aimed at satisfying the customers. This is similar with the universities who are expected to determine the needs of the customers but at the same time ensure that they satisfy the customer’s needs. Students can also be seen as clients of the campus facilities such as libraries, administrative services, and computer laboratories. Students could use these services as free of charge but since they are charged this makes the students the clients of the universities. These universities have a responsibility to the students Total Quality Management According to total quality, management customers are the people to whom an organization sells its services or products. This makes the students and in some cases the parents, private and public institution, and the government the customers of the universities. TQM model identifies students as stakeholders in educational decisions. They are however, not the only stakeholders and at times, the needs of the students come second to those of the society. Under the TQM, frame work the students create a market force under which the universities have to adopt to survive in the market (White Naomi, 2007, p. 600). The TQM model states that quality starts and ends with the customer, this is because of the increased competition in the market that has necessitated the focus on the customer to gain a competitive advantage. According to the concept, the satisfaction of internal customers leads to the satisfaction of the external customers and consequently every customer both the external and internal are satisfied. The theory states that several factors including, customer expectation, company operations, and the employees responsible for delivering the services to the customer bring about customer satisfaction. The creation of a customer centric culture is of great importance to an organization. This creates satisfaction among the consumers and the customers increasing their royalty and increases the retention rate of customers. Focus on customers increases the advertisement of a product by the word of mouth of the satisfied clients reducing the operation cost and increasing the number of consumers. Concentration on consumers is the best tactic or weapon against competitors since the customers are the final determinants in the existence of an organization (George David, 2007, p.970). Universities are businesses that should re-orient the services rendered so to keep the customers satisfied. In the past universities were not treated as businesses since there were countable universities and the number of students were minimal and there were no competition. Currently the market is flooded with universities, which increases the need of the perception of the customer as the king and always right. With the increased number of universities the buyers of universities services are fewer and this increases the need for quality services   which is dependent on the extent that   an university is able to meet and exceed the customers’ requirements (King, 2001, p.190). Total quality, management recognizes the student’s perception of quality change as they progress from one stage to another. This allows the institutions to continuously update their services to meet the customers’ needs and expectations in every level, Needs of the customers in universities consist of the minimum necessary human elements that must be rendered to retain the customers in this case the student. If the students’ needs are not met then they are likely to discontinue their education in one university and continue in another that meets its needs. Universities are defined to be successful if the student enrollment and retention rate is high compared to the rest in the market. Total quality, management programs are also seen to be successful if they facilitate customer retention and enrollment in universities. Needs and want satisfaction in universities is therefore structured towards the basics of performance, providing what the students want and what they are unable to survive without (White Naomi, 2007, p. 600). Ways in Which Expectations Can Be Managed and Service Excellence Achieved Universities can use different mechanisms to improve their service excellence. The first strategy on improving service excellence is the determination of the superior services they offer. The service must identify and target customers segments according to the type of services attributes that they must demand. Universities must identify group or students with similar expectations in terms of what aspects are associated with the excellence in service. The universities should continuously find the proper trade- off between inferior performance for one attribute with superior performance for another (Bay, Darlene, Daniel Harold, 2001, p.16), The customers themselves best understand their needs. Expectations can be managed if the service providers are able to understand the needs of the customers. In universities, the students are the main consumers of the services offered. Universities should identify the students’ needs by encouraging feedback on the services provided. This allows the meeting of their needs and consequently increasing the customer royalty and the enrollment rate. The second strategy is the employee management system that allows ensures that the employees treat the customers are content. Universities should ensure that their employees meet the needs of the customers and have a customer centric culture. In the case of universities the academic personnel should ensure the student’s needs are met and also that the services rendered are of quality (Lomas Laurie, 2007, p.35) The third element is benchmarking the service provided and the services provided by other universities. This allows the universities to identify the areas that need improving and the areas that are outstanding. This allows the universities to merge or close up the gap between them and their competitors. Benchmarking also gives new ideas of products or the services that the competitors are offering. This increases the products offered and the quality of service (West, Ford, Ibrahim, 2010, pg.89). The fourth element is continuous improvement of the services and products offered by institutions. The continuous improvement of services reduces the chances of products becoming obsolete. University students needs keep changing with periods, change in equipment infrastructure, and the time. This necessitates the universities to update their services continuously so at to increase customer satisfaction and maintain customer royalty. The last step is being of conscious of bad service delivery. Looking at the past bad experiences allows and institutions to learn what are being done wrong. Continuous review of past mistakes allow the correction of the poor standard services previously provided and introduction of new services that meet the customers need. The last is the implementation of technology to improve customer satisfaction and in meeting the customer needs. The increased perception of students as customers has increased the enrollment in most universities. This is because of the students feeling that their needs are catered for. This has been evident with the increased enrollments in the oxford university. Conclusion The focus on customers is a core objective for any business. Universities are classified as service delivery business with the students being the major customers. The identification of the customer needs is a relevant and important factor in the satisfaction of customer needs. In universities and higher education institutions students are classified as customers since they are the purchasers of the services provided by the institutions. Universities are obliged to provide quality services to the students. There has been increased number of universities with time, which has increased the competition among the universities to gain competitive advantage. The increased competition has necessitated the need for a customer centric culture to gain more customers. References Bay, D.   Daniel, H. 2001. â€Å"The Student Is Not the Customer-An Alternative Perspective†, Journal of Marketing for Higher Education Vol.11, No. 1, pp.1-19 Biswas, S. 2011. Relationship marketing: concepts, theories and cases. New Dehli, India, PHI Learning. George, D. 2007. â€Å"Market Overreach: The Student As Customer†, The Journal of Socio-Economics, Vol.36, pp.965-977 HErnon, P., Whitman, J. R. 2000. Delivering satisfaction and service quality: a customer-based approach for libraries. Chicago, American Library Association. Hess, E. D. 2011. Growing an entrepreneurial business: concepts and cases. Stanford, California, Stanford Business Books. King, S.P. 2001. â€Å"The Funding of Higher Education in Australia: Overview and Alternatives†, The Australian Economic Review, Vol.34, No.2, pp.190-194 Lomas, L. 2007. â€Å"Are Students Customers? Perceptions of Academic Staff†, Quality in Higher Education, Vol.13, No.1, April, pp.32-43 Martinez, M. 2013. Creating a service culture in higher education administration. West, D. C., Ford, J. B., Ibrahim, E. 2010. Strategic marketing: creating competitive advantage. Oxford, Oxford University Press. White, N, R. 2007. â€Å"The Customer Is Always Right? Student Discourse About Higher Education In Australia†, High Education, Vol.54, pp.593-604.

An Introduction To Accounting

An Introduction To Accounting AIS is a system that collects and store accounting data, after that process the data into useful information used by the decision makers (internal and external users). The information produced by AIS can help decision maker to manage their business more efficiently strategically. However, accounting information system can be manual using the traditional way of recording business transactions manually using paper-and-pen. Today the term AIS referred to as compound computer base system that merges the ability of information technology together with traditional accounting principles and practices. Accounting information systems consist of six components: People: users who work on the systems Procedures and instructions: the process of collecting, managing and storing the data Data: data which is related to the company and its business. Software: application that processes the business data Information technology infrastructure: the physical devices like personal computer and systems Internal controls and security measures: which is employed to secure the data In the beginning, AISs were mainly developed in-house as legacy systems. These kinds of solutions are difficult to develop and require a high cost to maintain. In the present day, AIS are sold as prebuilt software packages from vendors. The most popular vendors for AIS are Microsoft, Sage, Group, SAP and Oracle where they customize the software to mach organizations business processes. Modern AIS follows a multitier architecture, which separate the application processing and data management in different layer from the presentation to the user. The presentation layer manages how the information is displayed and used by functional users of the system (through client application, web browser or mobile device). All the data in the system is stored and packed by a centralized database. this includes transactional data generated from the core business processes such as inventory, purchases etc. when a transaction occur from business event the data is collected and stored into the system database where it can be processed into useful information used by decision makers. A big benefit from computerize accounting information system is that they automate and make financial reporting more efficient. Accurate and summarized, timely information is a major tool for organizations decision making and financial reporting. The accounting information system pull imports data from the system database, process and transform it and eventually produces information and reports which can be easily consumed and analyzed by the users, managers and decision makers. These systems are required to ensure that the reports are timely and relevant so that decision makers are able to quickly and efficiently base on the information provided in the reports. Consolidation is one of the greatest characteristic of reporting as user does not have to go through a massive number of transactions. For example, at the end of the accounting period an accountant consolidates all payments by running a report on the system. The system application layer reclaims the data stored in the system database and produces a report with the total payments made to the vendors for that particular period. With large corporations which have huge volume of transactional data, generating a report without AIS can take day or even weeks. Case study background River Adventures is a fifteen years old company located in Cheddar, Somerset, owned and managed by Robin Forsythe. Until recently river adventures business has been highly seasonal offering 2 different kayaking instruction for beginners and Intermediate level as well as kayak and rafting trips down the river Axe in Somerset. They usually rent equipment to participant if they required. However, the company is facing an exciting challenge which will alter the size, the type of service offered and the seasonality of the business Financial management and business processes field Robin operating his business very informally using manual procedures in all areas. He always predicts the expenses for each course based on his working experience. He also manages the purchasing activities of the company and issue invoices for participants on the course. At the end of the year he determines his profit by his total revenue minus the total expenses during the year. Robin set the prices by consider his profit from the previous year, assess his competitors price and make adjustment for inflation. Robin employs an office administrator along with a number of kayak instructors and raft guides. The administrator manages Account Payable and Cash Receipts and records them in the Income Journal. He also maintains simple general ledger and payroll register for tax purposes only, and no use of this accounting data is made for financial planning or for operations control. River adventures advertise through leading outdoor magazine, he also advertises about the coming seasons program on popular kayak retail notice board. Problem Robin is not pleased with the arrangement of his business and he concern about how he will keep track on expenditure and revenues as the business get bigger. Robin feels that there is unnecessary wastage of the company resources as there is not real control over the cost of meals provided to the beginners course. In addition he notice that recently there is diminishing in the stock of camping as well as small items are also being lost. Robin has suspicion about the operation of marginally attended classes, but no analysis has been done to confirm his suspicion. Robin believes there is lack in his marketing activities and he can easily attract more customers by improving his marking activities. Business opportunity Robin know about 40% of kayaking course participants continue kayaking. As such his customer base reflects a target market for direct sales of kayaking and other equipment. He would like to expand his sales into a full scale direct mail/internet business. Doing so would enable him to provide year-round work for some kayaking personnel. Users of Financial Information Accounting information system objective is to identify record and communicate the economic events of an organization to the intended users. Accountant use this information to formulate reports and communicate financial information to the users. The type of information the user requires is dictated by the type of decisions they make. The information provided by the financial statements includes an organization resources and claims against those resources, as well as shareholders equity and changes in assets and liabilities. Financial information differs between the internal and external users. Accountants must understand the characteristics of information required by the different users of financial statements. In developing financial reporting standards, standard setters presume that those who use the resulting information will have a reasonable knowledge of business and economic activities and be able to read a financial report (Financial Accounting Standards Board, 2006, p. 2). The aim of communicating financial information to user is to let accountants to address the needs and interest of users. There are many different users of financial information and this include: equity investors, suppliers, creditors, customers, employees, governments and their agencies and members of the public. Those users are identified as internal and external users of financial information. Internal Users Managers use financial information to plan, organize and operate their business. Managers include marketing managers and production supervisors. Managers should be able to understand financial information to answer such questions as Is the cash flow sufficient to pay their liabilities? and Which product contributes higher profit to the company? accountant produce internal reports to management for comparison and forecasting needs purposes; such examples include comparisons of operating alternatives, projections of long-term financial sustainability, and forecasts for annual cash needs. External Users There are quite a few types of external users of financial information and this includes lenders investors and tax authorities. Invertors (owners) use financial information to determine whether to buy, hold or sell their shares. Whilst suppliers and lenders view financial statement to assess the health of an organization and to ensure timely repayment of credit. Other external users include equity investors, customers, creditors, employees, general public and governments and their agencies and regulatory bodies.

Private Foreign Capital in India :: essays research papers

"Private Foreign Capital in India"-Macro Economics Problem: Has Foreign Direct Investment (FDI) contributed to the growth of Gross Domestic Product (GDP) of India? Null Hypothesis (Ho): There is no significant increase in growth of GDP due to FDI inflow in India. Alternative Hypothesis (H1): There is significant increase in growth of GDP due to FDI inflow in India. Project Prà ©cis: Definition: FDI: The acquisition abroad of physical assets such as plant and equipment, with operating control residing in the parent corporation. GDP: The sum total of all final goods and services produced within a country in a specified period of time. Foreign direct investment is an important source of capital, complements domestic private investment, and is usually associated with new job opportunities, enhancement of technology and boosts economic growth in host countries. Therefore foreign direct investment flows are increasingly looked as a panacea for all the development needs of developing countries. So, there is an increasingly intense competition among countries to attract FDI inflows so much so that governments see the magnitudes of FDI received as indicators of their success. Preliminary Literature Survey: Recent literature has shown that some may bring valuable benefits to their host economies, others may crowd-out domestic enterprises and actually reduce host country welfare. Studies have also shown that host government policies such as screening mechanisms, performance requirements, incentives and pro-active promotion play an important role in determining the quality of FDI inflows. Although FDI inflows into India have increased considerably since1991, its share would appear too small, especially if it is compared with that of other countries in the region such as China. India has been receiving FDI inflows of about $3 to 4 billion a year that represent a marginal under 2 per cent of total inflows attracted by developing countries. In contrast, China has been receiving over $45 billion of inflows representing nearly a quarter of total developing country FDI inflows. Particulars China India FDI Confidence Index score*(January 2000) 1.45 1.14 FDI Inflow (US $ billions, 1998) 45.5 2.3 FDI Stock (US $ billions, 1998) 261.1 13.2 GDP (nominal US $ billions, 1999 estimate) 993 468.4 * The FDI confidence index tracks the impact of likely political, economic and regulatory changes on the foreign direct investment intentions and preferences of the leaders of some of the world’s leading companies. Two parameters i.e. Attractiveness and Current are considered for probable FDI inflow. From the diagram it is evident that India is average on Attractiveness and average on Current too. India scores well above countries like Indonesia, Thailand etc in terms of the parameters.

America Needs Capital Punishment Essay -- Pro Death Penalty Essays

In this essay, I will argue for the implementation of the death penalty. I will establish a clear-cut profile for a criminal to be eligible for death row. I will put forth arguments for and against the death penalty as supported by various groups and try to defend my position. I shall also try to criticize the case against the death penalty with individual arguments. Finally, I will demonstrate that no alternative to capital punishment can be reached and try to convince you for its fairness. Despite ethical and moral concerns, the issue of capital punishment must not be dismissed without serious consideration and scrutiny.   Ã‚  Ã‚  Ã‚  Ã‚  Is our judiciary system working the way it is suppose to? Many people and countries are convinced that the judiciary system of the United States is a joke. While law may be rigid and defined, there are a number of loopholes which allow criminals to be set free into the streets. One such loophole has the death penalty in its eyes. In my opinion, criminals who commit a heinous crime should be put on death row and they should be executed as soon as possible without having the slights chance to end back up in society.   Ã‚  Ã‚  Ã‚  Ã‚  What type of criminals would meet the criteria for death row? Should every lawbreaker, from a thief to murderer, be sentenced to such a harsh punishment? Absolutely not. In fact, I propose that it is the very extreme felons that should face this penalty. Murderers are the only ones that should be sentenced to death. As a matter of fact, I believe, it is only mass murderers that should confront this penalty. While murder is inexcusable, there are a number of ways in which a guilty party might not have been in full control nor done so with a different intent. Crimes of passion, for example is one such case where one may be compelled to murder, drunk driving and other driving accidents that cause fatalities. Another example could be seen in cases of revenge, such as killing a rapist. Where as such murderers should be punished accordingly, they do not deserve a death penalty.   Ã‚  Ã‚  Ã‚  Ã‚  On the other hand, planed violence geared toward a group of induvilas rather than a single person must be penalized. Most murders that are seen today come on the mass scale. News reports are full of stories such as the â€Å"Oklahoma City Bomber†, who killed over one hundred people by bombs. One more recent story was the â€Å"Sniper† story, wher... ...le this system is very good for a single murder and should be implemented, it falls through in the case of multiple murders. Thus so far there are no alternatives to the death penalty.   Ã‚  Ã‚  Ã‚  Ã‚  The only reasonable excuse against the death penalty is the execution of an innocent person. None the less, while in the past Techniques such as DNA testing did not exist, frequently police agencies are more precise in their accusation as well as their methods of finding the guilty party. As a society we must grant our trust into the hands of authority. While there still can be wrong imprisonment of people for petty crimes such as robbery, these would not quality for the death row. On the other hand, those people who committed mass murder, and let me reiterate mass murderers are often not wrongfully accused. These people deserve no less for themselves than what they have done to others. Even though we are compelled to remember a famous saying â€Å"An Eye For An Eye Makes The World Go Blind† we should not forget that death penalty, as I believe, should be applied to murderers of multiple victims. In this sense let’s rephrase the saying accordingly â €Å"50 eyes for an eye make’s reasonable sense.† America Needs Capital Punishment Essay -- Pro Death Penalty Essays In this essay, I will argue for the implementation of the death penalty. I will establish a clear-cut profile for a criminal to be eligible for death row. I will put forth arguments for and against the death penalty as supported by various groups and try to defend my position. I shall also try to criticize the case against the death penalty with individual arguments. Finally, I will demonstrate that no alternative to capital punishment can be reached and try to convince you for its fairness. Despite ethical and moral concerns, the issue of capital punishment must not be dismissed without serious consideration and scrutiny.   Ã‚  Ã‚  Ã‚  Ã‚  Is our judiciary system working the way it is suppose to? Many people and countries are convinced that the judiciary system of the United States is a joke. While law may be rigid and defined, there are a number of loopholes which allow criminals to be set free into the streets. One such loophole has the death penalty in its eyes. In my opinion, criminals who commit a heinous crime should be put on death row and they should be executed as soon as possible without having the slights chance to end back up in society.   Ã‚  Ã‚  Ã‚  Ã‚  What type of criminals would meet the criteria for death row? Should every lawbreaker, from a thief to murderer, be sentenced to such a harsh punishment? Absolutely not. In fact, I propose that it is the very extreme felons that should face this penalty. Murderers are the only ones that should be sentenced to death. As a matter of fact, I believe, it is only mass murderers that should confront this penalty. While murder is inexcusable, there are a number of ways in which a guilty party might not have been in full control nor done so with a different intent. Crimes of passion, for example is one such case where one may be compelled to murder, drunk driving and other driving accidents that cause fatalities. Another example could be seen in cases of revenge, such as killing a rapist. Where as such murderers should be punished accordingly, they do not deserve a death penalty.   Ã‚  Ã‚  Ã‚  Ã‚  On the other hand, planed violence geared toward a group of induvilas rather than a single person must be penalized. Most murders that are seen today come on the mass scale. News reports are full of stories such as the â€Å"Oklahoma City Bomber†, who killed over one hundred people by bombs. One more recent story was the â€Å"Sniper† story, wher... ...le this system is very good for a single murder and should be implemented, it falls through in the case of multiple murders. Thus so far there are no alternatives to the death penalty.   Ã‚  Ã‚  Ã‚  Ã‚  The only reasonable excuse against the death penalty is the execution of an innocent person. None the less, while in the past Techniques such as DNA testing did not exist, frequently police agencies are more precise in their accusation as well as their methods of finding the guilty party. As a society we must grant our trust into the hands of authority. While there still can be wrong imprisonment of people for petty crimes such as robbery, these would not quality for the death row. On the other hand, those people who committed mass murder, and let me reiterate mass murderers are often not wrongfully accused. These people deserve no less for themselves than what they have done to others. Even though we are compelled to remember a famous saying â€Å"An Eye For An Eye Makes The World Go Blind† we should not forget that death penalty, as I believe, should be applied to murderers of multiple victims. In this sense let’s rephrase the saying accordingly â €Å"50 eyes for an eye make’s reasonable sense.†

Michael Jordan’s Second Return to the NBA Essay -- Athletics Sports Ba

Michael Jordan’s Second Return to the NBA Michael Jordan has been of interest to me ever since I began playing basketball myself in the fourth grade. I often found myself trying to replicate Jordan’s moves and motions on the court. I already know a great deal about Jordan because I have studied his career and practically memorized his credentials, both as an athlete and a thriving businessperson. I often found myself staring at my ceiling at night reciting free-throw percentages and such. The main controversy when dealing with Jordan, however, focuses not on his ability to play basketball, rather his second return to the game. Should Jordan have returned for the second time, or should he have stayed away from the basketball court? Factors such as fan reaction, Jordan’s performances since his return, and his age all influence this question. Although some may argue that Michael Jordan made the wrong decision by returning to the basketball court, I have concluded that his return was successful because the questioned factors all weigh heavily in favor of him. Fan reaction, certainly, is a good subject to discuss when referring to Michael Jordan’s return. It is obvious that he is a well-known athlete and fans all over the world know him. As Steve Rushin, a reporter for Sports Illustrated, has stated, â€Å"the absurd variety of his fans is, as ever, unmatched in sports† (19). Rushin’s statement explains the variety of fans that Jordan has collected throughout his career as a basketball player and how these fan numbers tower over any other sport. It is predictable that the fans will want to see Jordan play again and Roscoe Nance, from USA Today, proves this by mentioning the boom in ticket sales after his return.... ...er championship after his return, but he has proved that he can play the game and is, and will always be, the best basketball player of all time. Works Cited Armstrong, Jim. â€Å"Don’t Fret, Mike: Life Begins at 40.† ESPN.com 17 Feb. 2003: 15 pars.17 Feb. 2003 . Estep, Pamela. Telephone Interview. 26 Feb. 2003. â€Å"Michael Jordan Career Profile.† YAHOO.com 3 Mar. 2003: 5 Mar. 2003 . Nance, Roscoe. â€Å"Not All Happy to See Jordan Return.† USATODAY.com 28 Sept. 2001: 9 pars. 3 Mar. 2003 . Rushin, Steve. â€Å"They’ll Always Like Mike.† Sports Illustrated 3 Feb. 2003: 19. InfoTrac OneFile. InfoTrac. J. Frank Marsh Library, Athens. 5 Mar. 2003.

Ethnographic Study: Bikram Yoga

This ethnographic study of the history, rent state and proposed health benefits as understood to be alternative health care of Buckram yoga will consider bibliographic research and will include a first-hand account as well as Informal interviews. Buckram Chuddar was born in Calcutta, India in 1946. He started to learn yoga poses and theory as young as three years old. At the age of five Chuddar began to work with Guru Vishnu Gosh who happened to teach children next door to Shuddery home. It was Gosh who encouraged him to compete In the National India Yoga Championship.Chuddar went on to win the championship three institutive years starting at age eleven, making him the youngest champion. At the age of twenty, however, Shuddery knee was crushed by an eighty pound weight dropped by his weight lifting spotter, Western medicine told him that he would be crippled for the duration of his life. Chuddar was reluctant to accept this reality and decided to better the condition of his knee with yoga under the supervision of Gosh. It is claimed that he was able to walk and was fully recovered from this life- altering Injury in Just six to eight months (Slicked, 2003).This miraculous recovery as Coauthor's Inspiration to dedicate his life to the practice and spread of yoga. Gosh taught Chuddar a more traditional Hath yoga â€Å"picking specific saunas [or postures] for specific ailments,† (Slicked, 2003). From these teachings, Chuddar chose twenty-six poses meant to be completed twice over, punctuated by a savanna, or corpse pose which acts like a rest period, along with two breathing exercises to be completed in the span of ninety minutes. Each pose is designed to work certain areas of the body such as the spine, knees, digestion system and immune system.This sequence is also designed to be performed in a humid room heated to 105 to 108 degrees Fahrenheit; this Is meant to mimic Indians climate, facilitate a deeper range of motion for the yogi and help prevent injur y (Slicked, 2003). Chuddar made a name for himself in Japan prior to bringing his brand of yoga to the United States but the first American Buckram yoga studio was established in California In 1973 after trading yoga treatment for a green card into the country with President Richard Nixon (Gala, 2009).While ;yoga In America was Initially popularized amongst the elites and has been associated with movie stars and intellectuals since 1 OFF blood pressure and lengthened one's life span that practice became fashionable amongst the general public,† (Gala, 2009). Since then, yoga in general has moved from being more or less a past time to being part of a fitness, health and wellness program amongst many types of people.Those practicing western medicine often see yoga as a benefit in the sense that it is a cardiovascular activity, it is considered relaxing by most and will burn calories that might not have been burned otherwise in patients ho might be overweight and reliant on medica tions. Whether or not yoga can live up to its vast health claims in Western medicine standards has yet to be determined. Even still, Buckram yoga's popularity through celebrity status or otherwise has made it a billion dollar industry with Chuddar himself collecting 2. 6 million dollars in 2003 from teacher training alone (Gala, 2009).Shuddery extensive unabashed wealth and endorsement of competitiveness in what is typically considered to be a spiritual pursuit has brought about a certain amount of controversy but has not dampened he interest in the yoga itself. People everywhere continue to believe in its abilities to heal, ward off ailments and keep the body trim and healthy. When I walk into my Buckram yoga studio in Phoenix I am immediately greeted by a cheerful woman dressed in yoga clothes passing out class schedules to those who just finished a class from behind a desk.I sign my name and remove my shoes at the door. The main room includes a large refrigerator should you want to purchase a water bottle, racks of mats and towels that can be borrowed and large, luxurious ouches where people sit to await the next class. The locker room around the corner is equipped with an open shelving unit to place your personal belongings, a shower, a restroom and separate sink unit with a large mirror, towels, decorative soaps, etc. All around, this facility is very well maintained and seems to go out of its way to provide comforts and niceties to its patrons.The locker room provides a place for friends to talk to one another but most stifle conversation in the main room. In the locker room I ask my fellow Buckram followers why they chose to incorporate Buckram yoga into their lives. A woman who appeared to be in mid-thirties explained: â€Å"l read that this yoga is the best out there because the heat helps you push out all your toxins, you know, because you sweat so much. I also read that you burn Just a ton of calories which is good because I don't have all the time in the world to spend at the gym. Another, who appeared to be in her twenties and in good physical shape, told her story: â€Å"I was always really active and played mostly soccer but I tore my CAL a couple years ago and I can't do all the things I used o. A friend of mine, kind of a granola girl, brought me here and I have been coming ever since! I always feel like I had a really good workout but I don't feel like I'm stressing any part of my body too much. † In asking a woman who let me know that she was sixty-five why she considered Buckram yoga to be a benefit to her she said: â€Å"My doctor suggested I try to be more physically active but I'm not the girl I used to be†¦ ‘m not able to do much really and I'm unwilling to subject myself to water aerobics. He [the doctor] is concerned about my blood pressure and my stiffening mints. When he told me about Buckram yoga I about died right there imagining doing something like this in that kind of heat! But I gave it a go, of course I have to bring in a stool to help me balance and I don't do every pose, but I think it's helping. I feel a different take on Buckram yoga from the physical payoffs: â€Å"I'm a new mom and my maternity leave ended a few weeks ago. Vive been practicing yoga for years but I like Buckram the best right now.There's no top 40 music playing in the background, everyone who is here wants to be here for Just this- not to be seen wearing a cute roust outfit and it's Just all about you for an hour and a half. You stare at yourself in the mirror and you hear the instructor but really you Just hear your own breathing. I feel more centered when I leave here. † When I enter the classroom I am immediately overwhelmed by the humidity. Being from Phoenix, Arizona I am no stranger to heat but in this classroom the air is thick and Just bordering on difficult to breathe for me.The lights are low and there are already students lying on their back in savanna position. No one sp eaks in the room as it assumed to be a peaceful place f meditation. Class begins when the instructor turns the lights on and introduces herself. The instructor makes a point of asking if there is anyone in the room new to Buckram yoga, congratulates them for coming and reminds them to stay in the room, lie on their mats if need be and to have fun. We go through all twenty-six poses, including the breathing exercises, with her dispensing instruction as we ease into each new movement.She also reminds us all to focus on our gaze in the mirror and that our bodies our stronger than our minds are at times so getting through class will quire determination on our parts. For safety reasons students are allowed to drink water as they please but it is discouraged to drink outside of the designated times and while the class in the midst of a pose. However, once the class is finished you can observe the majority of people gulping water hurriedly before getting into the final savanna which conclu des the sequence and allows time for personal meditation.While I lay in silence I find myself agreeing with the major points my interviewees offered: Buckram yoga is a tough but gentle workout for people of all levels and remotes a sense of personal well-being and calm that very few workouts I have tried do. This, however, was Buckram Shuddery aim all along. He believes that if you practice this yoga to the best of your abilities you will â€Å"live a better, healthier and more peaceful life,† (Chuddar, 2010).For Chuddar, physical health and mental peace must coincide for one cannot exist without the other. Martin Marty discusses the importance of recognizing that spirituality and physical health are indeed intertwined in his essay Religion and Healing: The Four Expectations. This essay souses more so on faith in the religious sense but for many yoga offers a very spiritual connection to a force that has the power to heal, bring calm and bring like- minded people together to form a sense of community.Marty reminds us that â€Å"in a typical half year of American publishing†¦ Hundreds of†¦ New Age titles on health and well-being appeared†¦ Imaging, breathing, meditation, herbalist, and hypnosis are but a few of the many technique for being in tune with the infinite,† (Marty, 2005). It can be safely assumed that yoga could be added to that list in which ways people reach out spiritually. Harold Koenig writes in Afterward: A Physician's Reflections that we need be focused on healing the â€Å"whole human person,† (Koenig, 2005).

Hrm Brunei vs Other Western Country Essay

Introduction Employees are indispensible to an organization. Personnel management, now known as human resource management (HRM), ensures that an organization produces maximum output with the greatest efficiency. The role of HRM covers selecting and hiring the right employee, training and retaining talent, wage dispensation to maintaining employee relations (Nankervis et al, 2011). In this essay, we will be looking into a case study of HRM in Brunei and will cover three topics. Firstly we explore how culture affects the way a country runs its economy, its legal and political system, and how they adapt to technology. Next, we discuss how HRM allows individual employees to acclimatize themselves to technical differences in an organization. Lastly, we will do a comparison of how HRM differs in Brunei as compared to a western country. Culture (An Overarching Umbrella) Laurent (1986, p. 92) stated that, ‘every culture has developed through its own history some specific and unique insight into the managing of organization and their human resources.’ Hofstede’s (1984) cultural dimensions theory defines that the values of a society are influenced by their culture, and their belief in those values shapes the behavior of the society. This cultural dimension is most frequently used across culture studies, especially in differentiating Asian and Western cultures (Cho, et al. 1999). Figure 1: Hofstede’s Software of the Mind (Hofstede, 1984) Dimension| Explanation| Power Distance| The degree to which the less influential associates of institutions (such as family) and organizations expect and accept the unequal distribution of power.| Collectivist vs. Individualist| The scale of which individuals are incorporated into groups| Masculinity vs. Femininity| Refers to the distribution of roles and values between the genders. The women in feminine countries have the same modest, caring and competitive, like the men. However, in masculine countries, women are more competitive and assertive, but not as much as the men.| Uncertainty Avoidance| A society’s tolerance for uncertainty and ambiguity| Figure 1 identifies the characteristics of the four dimensions (Hofstede, 1984). Brunei regained independence from British rule in January 1, 1984 (Brunei Civil Service, 2007). Bruneian’s are ruled by the Sultan and adopt the National Philosophy called the ‘Malay Islamic Monarchy’ (MIB) where the Malay culture, language, customs and Islam is incorporated as a set of model values. The population in Brunei is estimated at 390,000 and it comprises of Malays, Chinese and Ethnic Minorities with 67 per cent, 15 per cent and 18 per cent respectively (Kramar & Syed, 2012). According to the Country Paper of Brunei Darussalam, the Government Sector employs 12.23 per cent of the entire population (Brunei Civil Service, 2007). Brunei’s legal and political system is based on both the Islamic law and English Common law. The Sultan takes on the role of the Prime Minister and is the head of government and chief of state (Central Intelligence Agency, 2013). Brunei’s social structure is one of absolute conformity to the Sultan’s authority and challenges made by individuals and organizations are frowned upon (Clarke & Salleh, 2011). Therefore it is evident that power distance is high in Brunei. Brunei’s economy is heavily dependent on the Oil and Gas sector. Actions have been made to branch out into a variety of non-oil related sectors. In a 2008 estimate by the Central Intelligence Agency (CIA), the labor force is composed of agriculture, industry (oil and gas) and services, with it being 4.2 per cent, 62.8 per cent and 33 per cent respectively (Central Intelligence Agency, 2013). Local males and females hold different employment structures, with the females being hired excessively in office, cleaning jobs and associated occupations. Males are predominantly hired in top managerial roles, as well as ‘non-office’ middle level jobs, such as agriculture, plant and machine production. Employment patterns between the local genders does not drastically differ from 20 years prior to 1991, and has been ingrained in Brunei’s employment structure. Thus, masculinity proves to be strongly evident in Brunei due to the job scopes each gender undertakes. The socio-culture in Brunei’s organizations stresses the importance of upholding the national heritage to pass down to generations to come. Islamic values and teachings have been endorsed since 16th century, which differentiates Brunei from other South-East Asian Islamic or Malay countries (Zanko & Nugi, 2003). Hence, Brunei is skewed towards a collectivist culture as they are influenced by the MIB, which instills a family like culture in the workplace. Loyalty to family and the Sultan is expected of Bruneians (Minnis, 1999). The Sultan, in a bid to improve data entry efficiency, transparency and eliminate the use of paper, is implementing a new form of technology. The system, also known as Government Employee Management System (GEMS), is being implemented in three main sectors: government employees, human resource administrators and the public. GEMS will permit the sharing of documents, leave applications and benefits entitlement to be accessible any time, anywhere. There has been mixed reactions toward the implementation of GEMS, with some preferring to stick with the old system, as it is in Malay, which is their national language. It may cause stress to older employees who have difficulty keeping up with technological advances and learning of a new language. From this, we can conclude that Bruneians have concerns towards adapting to new technology. Therefore we can conclude that they have high uncertainty avoidance. From the results above, it can be deduced that Brunei’s culture is adapted in their law and politics, technology, and the economy. The Importance of Human Resource (HR) Policies The heart of organizational effectiveness is developing long-term goals to nurture and skillfully develop human resources as key assets. The importance of investing in training and development has proven to contribute positively to the success of organizations. Government policies worldwide have since adopted management programs to help improve the quality of their human resources, in order to improve overall organizational effectiveness (Rajah & Wallace, 1993). According to Brunei Economic Development Board, 54 per cent of its population is made up of 20-54 year age group that are economically productive. This indicates a major productive workforce with both experienced and inexperienced individuals. With the availability of the workforce, HRM needs to provide training and development to upgrade their staff with knowledge and skills that is required in both macro and microenvironment. (need evidence) Comprehensive policies and procedures establish the foundation of HRM in the public sector. Policies are crucial and serve several important functions. It ensures that organizations comply with legislation and are accountable for the protection against employment claims. Policies also help the management make consistent judgments that are perpetual and expectable. Established HR policies protect not only individuals, but also organizations as well from the pressures of pragmatism (Hard Power: Soft Power, 2011). Human rights legislation is crucial as it protects employees from discrimination. It guarantees equality treatment for the people regardless of well-known characteristics that involved stereotyping or biasness in relation to employment. In Krama & Syed (2012), some interviewees felt that favoritism is still the pivotal point of recruitment, particularly in the government sector. Some interviewees suggested that cohesive social relationships in Brunei society had influence on work connection in the workplace. Although the impact was moderated by the HRM practices, particularly in employment, there is a strong need for Human Rights Legislation to be firmly enforced in Brunei in order to create inclusive workplaces that are more diverse and respectful. (can we link this to how hrm enables individual employees to adjust themselves to technical changes?) Krama & Syed (2012) stated that staff not in managerial roles was not familiar with the availability of the General Order (GO) and State Circulars (SC) as the regulations were poorly imposed. To improve the situation, HR policies must be enforced and properly implemented. Communication of policies horizontally and vertically is important. All new and existing staff could be issued an employee handbook that clearly defines an organization’s values, expectations and standard operating procedures (SOP). The purpose of the policies should be transparent, easily understood and not perceived as variable. A policy training session across the board can be implemented for certain policies like dispute resolutions, disciplinary and safety issues, which are more complicated. With the policies inaugurated, it will greatly support the country’s consistency in treatment of staff, fairness and transparency. These policies must be direct, serve the organization’s mission and not simply be enforced to regulate the conduct and rights of the staff. HRM could also implement key training in communication skills. As mentioned above, Brunei’s national language is Malay, which may lead to language barriers. Teaching employees to communicate in fluent written and spoken English is vital as Brunei branches out into the international market. In comparison to the old SIMPA system in Malay, the new GEMS system in English causes older employees to have a harder time in keeping up with the changes. HRM could provide information technology (IT) trainings to older generation employees to ensure that they are equip with relevant IT skills such as computer software (usage of emails, software program and knowledge of file format) and hardware skills, usage of organization intranet/internet and how to access and use GEMS systems (including searching, gathering of information, applying electronic-leaves, allowance and benefit application). Provision of IT skills would equip them with knowledge and skills to keep up with the technology. HRM can also implement performance management systems within the organization. The purpose of these systems is to identify, gather individual performance and information through self-review of employees and their managers/supervisor. With the self-review programs, managers/supervisor would gather more information about each individual within a team. Self-review program promotes team bonding, interaction and communication between managers/supervisor and staff. By discussing, identifying potential key individual talents, retaining key individuals that benefit the organization. With this, it allows HRM to identify key training areas that can be provided to their employees to adapt to the ever-changing environment. It could be done by overseas attachment allowing the staff to get more exposure and experience. Workshop targets on leadership quality, self development and team building within the organization that allows HR to identify potential leadership quality in individual of each different department of the organization, thus helping individual to achieve self actualization. Implementing formal and informal work environment learning in the organization. Informal workplace learning involves senior experience and junior management where senior management would hold a small meeting/sharing session with the junior management on their knowledge, skills and experience in their field of work. And as for formal work environment learning, a junior will be attached to a senior manager to attend for international meeting or conference held overseas for exposure and experience. Learning and Development program such as social and business etiquette, current affairs between host and home countries, languages, sensitivity awareness and pre-departure training. HRM In Brunei Versus HRM In A Western Country Using Hofstede (1984) and Cho, et al. (1999), we will examine the difference in society cultures of Brunei as compared to a western country, and the differences between their HRM. As mentioned above, Brunei’s culture and politics are represented by Malay-Islamic values whereas a western society where wide mixtures of culture groups are incorporated in the workforce. (need evidence) Malay cultures are highly collectivist with strong emphasis on family orientation (Blunt, 1988; Maxwell, 1996). HRM in Brunei looks beyond the welfares of the employees. Consideration for their families implemented in their HRM policies. A married female interviewee stated that work hours are family friendly and flexible. (Krama & Syed, 2012) Individuals are also less receptive to individual responsibilities, and prefer collective responsibilities in the organization. However, this collectivism also results in informal recruitment as suggested by the case (Myloni et al. 2004). In the individualist western context, employees are likely to focus on self, which also applies for compensation and rewards, where HRM rewards individuals for good performances rather than that of a team, or as collective whole. High power distance is present in Brunei’s workforce; senior managers of organizations take the lead and are regarded as significant role models based on rank, title and status, along with a tall organizational structure. (Abdullah, 2005) In the past, employees were afraid to disagree with their superiors. (Blunt, 1988) Nowadays, managers take into consideration the suggestions and point of view of employees to ensure that they feel valued by the organization. (Kramar & Syed, 2012) Apart from that, managers have no authority to press for change. This reflects a centralized system where the top management exercise great power and subordinates choose to leave the decision making process to senior executives. It is the duty of HRM to ensure that these leaders are highly committed in leading subordinates to fulfill the organization values and goals. In the western context, a decentralized structure is adopted and employees seek to be part of management decision-making process. A low power distance means that they want to be empowered by their management and be autonomous, being able to make decisions and be given responsibilities. The way to motivate them is through challenging jobs, where HRM needs to focus on the job design (Herzberg, 1966). Group discussions value the input of individuals that are taken into consideration, whereas in Brunei, SC and GO shape the HRM practices and the Sultan holds the decision making power. As mentioned in the case study, Bruneians have high uncertainty avoidance. (Blunt, 1988) Employees prefer a clear organizational structure and respect and behave ritually towards authority figures. Promotions or a raise in salary are also based on passing an examination based on the SC and GO. In contrast, a western country is skewed towards having low uncertainty avoidance whereby they are more uncertainty accepting, with higher acceptance for new ideas, innovative products and a willingness to try something new, be it technology or business practices. They also tend to be more tolerant of ideas or opinions from anyone and embrace freedom of expression (Hofstede, 1994). Maybe find a country to support this? In Brunei, the emphasis is on masculinity, men are expected to be assertive and dominant over women in social relations and demonstrates ambitious and competitive behavior. (Maxwell, 1996)