Can freedom of speech, as an absolute right, be defended on Research Paper

Can freedom of speech, as an absolute right, be defended on utilitarian terms If not, can Ronald Dworkin defend it as a 'fundam - Research Paper Example ..†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.10 Abstract This paper concentrates on the notion of freedom of speech and how its functioning has been elucidated in a synchronized manner. The paper also entails the analysis of how freedom of speech as an absolute right can be defended on the utilitarian ground. The last part deals with the critical evaluation of how the famous liberal scholar, Ronald Dworkin, defended the freedom of speech as a fundamental human right and how far he is able to achieve his goal. The general intellection of almost all philosophers today is that human beings with the virtue of their nature possess moral rights in terms of both special rights (for example, the right of a creditor to collect his money from debtor) and general rights. According to the majority of the philosophers, the general notion of belief is that there is compatibility between utilitarianism and moral rights. For instance, the famous British philosopher John Stuart Mill, wh ose contribution is immense in the field of philosophy, perceives a congruency between utilitarianism and moral rights. ... 1. Utilitarianism In order to understand the interaction between utilitarianism and moral rights, it is necessary to define utilitarianism at first. According to John Stuart Mill, â€Å"the utilitarian approach is that happiness is desirable, and the only thing, desirable as an end; all other things being desirable as means to that end.† In support of this he has also mentioned: â€Å"If so, happiness is the sole end of human action, and the promotion of it is the test by which to judge of all human conduct, from whence it necessarily follows that it must be the criterion of morality, since a part is included in the whole† (Brandt 1992, pp.197-198). The concept of utilitarianism was ushered in the 19th century by Jeremy Bentham and John Stuart Mill to help the legislative units frame different laws which are morally optimal. In the utilitarian approach, firstly various courses of action are identified. After that the entities to be possibly affected by each action and w hat benefits or harms will be caused by each action need to be evaluated. Lastly, a certain action is chosen to produce the greatest benefits and least harm (Velasquez et al., 2010). 2. Freedom of speech as an absolute right and utilitarianism Freedom of speech is invariably represented as a fundamental right by written Constitution and bills against state suppression and regulation. Freedom of speech is an important concept. The prime function of the freedom of speech is a representative range of views. These views are mainly responsible for the decision making processes at all levels in a societal structure. These are the prime functions of freedom of speech. Implementation of a decision is deemed to be successful when it is done after ample

Stolen Generation Facts Term Paper Essay Example for Free

Stolen Generation Facts Term Paper Essay â€Å"Indigenous children have been forcibly separated from their families and communities since the very first days of the European occupation of Australia† obtained from the Bringing Them Home Report Who are the Stolen Generations The term ‘stolen generations† is in reference to those Aboriginal and Torres Strait Islander people who were forcibly removed, as children, from their families and communities by government, welfare and affiliated church organisations. These children were systematically placed into institutional care or with non-Indigenous foster families. Although it can be argued that the removal of Aboriginal and Torres Strait Islander children began as early as the very first days of European occupation in Australia, the forced removal policies and legislation began in the mid 1800s and continued until the 1970s. There is current discourse in Aboriginal communities supporting the notion that the removal of Aboriginal children from their families and communities continues to exist today in the form of complexities associated with current government policies and legislation and the over representation of Aboriginal children in out of home care. How and why do we know the forcible removal of Aboriginal children occurred in NSW? New South Wales, along with other Australian state and territory governments have acknowledged past practices and policies of forced removal of Indigenous children on the basis of race. The Bringing Them Home Report, commissioned by the Human Rights and Equal Opportunity Commission (HREOC) and presented to the Australian government in 1997 came out of the HREOC National Inquiry into the Separation of Aboriginal and Torres Strait Islander children from their families. This report was central to documenting evidence relating to the forcible removal of Aboriginal and Torres Strait Islander children in NSW and Australia wide. This report contains extensive evidence of past practices and policies which resulted in the removal of children. It also details the conditions into which many of the children were placed and discusses the negative impact this has had on individuals, their families and the broader Indigenous community. The Bringing Them Home Report (1997, p. 651) extensively suggested 53 detailed recommendations to the Council of Australian Governments. For further information on the Bringing Them Home Report and the recommendations that were put forward to the Australian government, please go to http://www.hreoc.gov.au/social_Justice/bth_report/report/index.html Link-Up NSW a Koori organisation founded in 1980 was established to assist the Stolen Generations in finding their way home as well as support families of people who were separated from their children. This removal occurred as the result of official laws and policies aimed at assimilating the Indigenous population into the wider community. What is a Koori? â€Å"There are many terms in use around Australia for the word â€Å"Aborigine†. In most areas of NSW the term â€Å"Koori† is used. There are several other words which are used around Australia such as – â€Å"Goori† (northern NSW/QLD), â€Å"Murri† (northern NSW/QLD), â€Å"Nunga† (SA) and â€Å"Nyoongah† (WA). There are many areas/regions that have retained their cultural language and have different terms to describe themselves† Link Up NSW. Timeline of government legislation The below synopsis can be identified as proof of an extensive history of legislative frameworks provided for the removal of Aboriginal children from their families, clans and communities, through an english common law regime in NSW. Under the guise of protection, Aboriginal people were subject to near total control. This systematic approach to the forcible removal of Aboriginal children in NSW can be identified by many government Acts including: 1810s – Governor Macquarie: Proclamation 4 May 1816, Aborigines declared subject to the protection of British law, but any crimes may render them outlawed and lead to loss of privileges 1849 – Act to provide for the Care and Education of Infants who may be convicted of Felony or Misdemeanour – whereby a child under the age of 19 is convicted, court may assign care and custody of the child to such persons as make application where the court is satisfied it is for the benefit of the child. 1881 – State Children Relief Act State Children’s Relief Board established. ‘Boarding out’ officers may remove children from charitable institutions and arrange for them to be boarded out in licensed homes. 1908 Establishment of Bomaderry United Aborigines Mission Home Consequently, the Aborigines Protection Board set-up in 1909 contributed to the United Aborigines Mission home at Bomaderry on the NSW south coast where younger children and babies were placed. 1909 – Aborigines Protection Act – Established the Aborigines Protection Board (APB) for the Protection of Aborigines. The duration of this Act was for 60 years until its replacement in 1969. A key provision of this Act was to provide for the custody, maintenance and education of the children of ‘Aborigines’. 1911 – Establishement of Cootamundra Girls Home Cootamundra was the first of the homes for Aboriginal children set up by the APB. The main aim of the Board was to rescue Aboriginal children from their families and assimilate them into the white community. Girls were the main target of the Board, especially so-called half-caste or mixed blood girls. The girls were trained as domestic servants and sent out to work for middle class white families. 1915 – Aboriginal Protection Amending Act – Removed the requirement that an Aboriginal child had to be found to be neglected before the Board could remove him/her. The discourse associated with the presumption of ‘neglect’, a requirement initially implemented by the Act was disempowering for Aboriginal mothers, fathers and families as there was no recourse for Aboriginal people who challenged the notion of ‘neglect’ that was often decided at the whim of a government inspectors own beliefs and values – these officials held the sole power in determining neglect. This practice was further exacerbated by views of assimilation of Aboriginal people into mainstream white society to ease the pillow of Aboriginal people as a dying race. 1918 – Establishment of Kinchela Boys Home The Board established Kinchela Training Institution in northern NSW for boys. The APB opened the Kinchela Boys Home with the official purpose of providing training for Aboriginal boys between the ages of five and fifteen. These boys were taken from their families by the State from all over New South Wales. 1940 Aborigines Protection (Amendment) Act– Aborigines Protection Board replaced by the Aborigines Welfare Board (AWB). This Board took responsibility for Aboriginal ‘wards’ removed under the Child Welfare Act 1939. This Board had the power to establish ‘homes for the reception, maintenance, education and training’ of wards. This included the administration of the major institutions already established in NSW including Kinchela, Cootamundra, and the Bomaderry Children’s Home. The Board administered ‘apprenticeships’ and young Aboriginal children were ‘indentured’ to work (farm hands/domestics). Wages of the children were to be paid to the board and kept in a trust account for use by the Board for the ward’s benefit until the ward turned 21. 1943 Aborigines Protection (Amendment) Act –The Board is the authority in relation to children admitted to its control with power over removal and transfer of wards, apprenticing wards and approving custody of wards. 1969 Repealed by the Aborigines Act – Aborigines Welfare Board abolished. Aboriginal children under the care of the AWB to become wards of the state. Aboriginal childrens institutions deemed to be depots under the Child Welfare Act 1939 and subsequent child welfare legislation. The apology Why was it important to apologise to the Stolen Generations? Recommendation 5a (2) from the Bringing Them Home Report suggests that all Australian parliaments â€Å"negotiate with the Aboriginal and Torres Strait Islander Commission a form of words for official apologies to Indigenous individuals, families and communities and extend those apologies with wide and culturally appropriate publicity†. â€Å"This issue is a ‘blank spot’ in the history of Australia. The damage and trauma these policies caused are felt everyday by Aboriginal people. They internalise their grief, guilt and confusion, inflicting further pain on themselves and others around them. It is about time the Australian Government openly accepted responsibility for their actions† (Archie Roach and Ruby Hunter in Buti A, Bringng Them Home the ALSA Way). In essence, formal government apologies provided a way for Australian governments to recognise the damning effects of removal policies of the past. The lifelong profoundly disabling consequences of those taken, meant that they lost all connection to family, traditional land, culture and language. On 14 November 1996, the Premier of NSW, Bob Carr, became the first head of an Australian government to respond to the call from the Governor General, Sir William Deane, for all Parliaments to reaffirm their commitment to reconciliation. The Premier’s resolution was passed unanimously. The NSW Premier was also the first state leader to offer a formal apology to the Aboriginal people for the Stolen Generations. On 13th February 2008, in a historic speech, Prime Minister Kevin Rudd made a formally apology to the Stolen Generations in his first official parliamentary sitting which was the commencement of the 42nd parliament of the commonwealth. Receving a formal apology by the Prime Minsiter of Australia has allowed the start of the healing process In a response to the National apology to the Stolen Generations, Tom Calma, Aboriginal and Torres Strait Islander Social Justice Commissioner, HREOC stated â€Å"Through one direct act, Parliament has acknowledged the existence and the impacts of the past policies and practices of forcibly removing Indigenous children from their families. And by doing so, has paid respect to the Stolen Generations for their suffering and loss. For their resilience. And ultimately, for their dignity†.

An Analysis of Emily Dickinsons I Felt a Funeral in My Brain :: Felt a Funeral in My Brain Essays

An Analysis of Emily Dickinson's I Felt a Funeral in My Brain This poem is very interesting in many aspects because it reminds me of a person that I use to know. In my life I have met people just like Emily Dickinson who were mentally depressed and very unsociable. In this poem it shows how unstable her mind was in words that she wrote in her poems. I do not want people to get me wrong she was a very smart woman it was said that she attended Mount Holyoke Female Seminary in South Hadley, it also said that she was one of the best poets of all times. I do not understand were she went wrong because she lived a normal childhood in which she was very bright, witty, friendly to people, she had friends, and she went to parties. So where did she go wrong? By her early 30's she began to separate herself from everyone, even the people who she obviously loved had to speak with her from the other side of a closed door. In her life it was that she was in love with some man who died this maybe her for become very depressed. Emily Dickinson was ver y suicidal (meaning she tried to kill her many times, but was afraid of what it would be like). I am glad we got this poem because I have some things I would like to say about this weird acting woman. In my town were I come from their was a girl who acted just like this lady. This girl would not talk to anyone, she would run away all the time, she tried to commit suicide a couple of times, but did not succeed. Her parents it seemed they would be always looking for he all the time. So finally one day they decided to put her into a hospital to see what was causing her to act like this. In my mind I think she was depressed because she did not have any friends. And according to my knowledge Emily Dickinson was the same way. Emily Dickinson was a very smart person, but she was very strange acting. For example, I read her poem " I Felt a

Caliban Portrayed as a Child in The Tempest Essay example -- Tempest e

Caliban Portrayed as a Child in The Tempest      Ã‚  Ã‚  Ã‚   Can a grown adult develop and act like a child?   Shakespeaer's answer would have been yes.   This fact is depicted through the character of Caliban.   Caliban's speech and manners, as well as his thought, all display the very basic reactions and notions of human beings.   He is also controlled by a parent figure who comes in the form of Prospero.   An analysis of Caliban can hold him up to Piaget's Theory of Cognitive Development, which focuses on the development of children.   Caliban, unquestionably, fits one of Piaget's developmental stages.   Jean Piaget developed his Theory of Cognitive Senses in 1952.   According to Piaget, as children develop, they must make constant mental adaptations to new observations and experiences.   Piaget's theory was made up of four stages; the sensorimotor stage, the preoperational stage, the concrete operations stage, and the formal operations stage.   If children can be defined by these stages, it is important to note that Shakespeare's character Caliban can also be defined by Piaget's theory because he is presented ultimately as a child.   Part of his child-like demeanor stems from the fact that he is comparable to the primitive savage who does not understand the Western European world.      Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Caliban fits directly into Piaget's second stage of development, the preoperational stage   (Lamming 87).   According to Piaget, this describes most two to seven year old humans.   Although children in this stage can think, they are largely limited by what they can actually do.   They cannot reason, and they lack the mental abilities necessary for understanding abstract principles or cause and effect. Piaget called these missing abilities operatio... ...s of cognitive development, which suggests that Caliban has the mannerisms, actions, and ideas of a child around six or seven years old.   This is important to consider, because Caliban's actions have also been compared to the notion of Freud's id; he asks like the compulsive, troublemaking child.   Hence, the idea of the sympathetic but frustrating child is presented in the character of Caliban.    Works Cited Griffiths, Trevor R., "This island's mine: Caliban an Colonialism," Yearbook of English Studies 13(1983), pp. 159-80    Lawrence, Erol.   "Just plain common-sense: The roots of racism," in CCCS, 1982, pp. 47-92.    Lamming, Geroge.   The Pleasures of Exile.   London and New York: Allsion and Busby, 1984.    Mannoni, O., Prospero and Caliban: The Psychology of Colonizaiton, trans. Pamela Powesland (New York, Praeger, 1964).      

Mini Marketing Plan- Organic Food Essay

I. Executive Summery Sunny Farm Organic Food Company is a small start-up company which is located in Dalian and now mainly focuses on the market of Northeast China. Sunny Farm sells many kinds of organic food which include grain, vegetables, fruits, dairy, spices, tea, and animal products. Nowadays, organic food’s share of food market is low, but it has a huge potential for development. How to compete and how to gain competitive advantage in this emerging market become the biggest challenges to the company. The primary marketing objectives are to improve the market channel, which can help goods flow more smoothly and reach more audience, and to maintain a good relationship with customers. Since Sunny Farm engaged in food market, which is indispensible in daily life, it is currently considered a business-to-customer marketer. The plan calls for Sunny Farm to engage and capture 20 percent of the Northeast China (three provinces) organic food market. II. Environmental Analysis Sunny Farm Organic Food was founded two years ago by entrepreneurs Calais Chen and Lizzie Zhang. Sunny Farm’s products reflect Calais’s and Lizzie’s passion for high-quality food and those products catch up with the trend of green life. Sunny Farm now has many counters in supermarkets and food shops of main cities, Northeast China. A. The Marketing Environment 1. Competitive forces. The competition in organic food is relative weak in northeastern region compared to middle and southern regions because only a few competitors exist. The competition within the food industry is intense but still, it’s a market with great potential. Ordinary food is the primary competitor and also the leader; it takes up more than 90percent of market share due to its lower price and mass production. And the less than 10percent market is divided among the existing firms. However, the new industry is developing and full of vigor, more and more competitors are expected to enter the market in the near future. 2. Economic forces. The whole economy environment is quite well. The former economic crisis had little impact on northeast China. People have more money to spend to live a higher standard life. Organic food may be a good choice. Even though its price is at least 30percent higher than same kind ordinary food, it has many incomparable advantages. Recent years, with the change in people’s concept of consumption, they are much more willingly to spend money related to health. 3. Political forces. No. 4. Legal and regulatory forces. In recent years, more attention has been paid to food safety due to negative news. Much legislation has been published to cope with such problems. However, the restrictions put on organic food is much strict than those put on ordinary food. COFCC (China Organic Food Certification Center) is responsible for certification, management, and inspection of organic food, supports for fostering organic food market. 5. Technological forces. Organic food is strong dependent on environment – soil, weather, sunlight, and artificial intervention. The quality of organic food is not as stable as mass produced industrial production.. A major emerging technological trend involves ecological agriculture model, which includes ecological farming, contract farming, food processing, clean energy, organic fertilizer, etc. 6. Sociocultural forces. In today’s society, people earn more and concern more about higher standard of living. Organic food starts getting popular and that fits an overall trend among middle-class Chinese toward buying high-quality products with greater nutritional value and better taste. Organic food also fits in other societal trends: a good choice of giving presents and the need of substantial development, for example. B. Target Market(s) As a company which has an advantage in the location, Sunny Farm must adapt to change and market dynamics, segment the market, enforce deep-processing and high-processing to satisfy the needs of personalized market. First of all, we should recognize who are willing to buy such expensive food, love to eat the foods, and take delight in talking about the foods at this stage. Nowadays, women take the responsibility for purchasing family food in most families and they dominant where does the market go. However, we divided organic food’s target market into women, children, vegetarian, elderly people, and gift markets. In these segmentations, women still play an important role because it’s women who usually buy food for children or elderly people. C. Current Marketing Objectives and Performance Sunny Farm’s main distribution channel is retailers, which include supermarkets and food shops. Currently, most of our customers learn our products by advertisements on local websites, magazines, or foretaste of our product on the counter. Sunny Farm offers discounts to members who buy products in the long-term. Customer relationship is crucial because customer has the publicity effect that advertisements couldn’t match. Most women are glad to share shopping and life experience; we found that part of our customers is introduced by friends or colleagues who bought our products. The company collects cash from retailers monthly and implements cash on delivery to online-ordered customers, thus our company has good control over cash flow currently. Sunny Farm takes up 10 percent of organic food market now and desires to double it in the following two years. Higher revenues and profits can help company improve products and services, thus attract more potential customers. III. SWOT Analysis A. Strengths 1. Sunny Farm Organic Food Company is located in Dalian, with organic farms in all three provinces, where have the most appropriate weather for plants/ fowls to grow (Three River Plain and Songnen Plain). Goods are delivered directly from farms to supermarkets, food shops, or customers to minimize pollution. 2. Organic food of our company has a high level of safety and quality. Pesticide, chemical fertilizers are strictly forbid to ensure its purity. Organic food will be prevailing in the food market in the foreseeable future. 3. Sunny Farm has a website that is designed concise and convenient. Online-ordered products could be sent within 8 hours within urban areas. The operation to order is very easy and we also offer telephone ordering. 4. Sunny Farm opens several of its organic farms to customers. Customers can have a deeper acknowledge of our products by seeing how we produce. B. Weaknesses 1. Organic food is prohibiting from addition of preservative, which gives Sunny Farm a great challenge to transportation because the freshness is very important for food. 2. The Sunny Farm’s food has higher price for is high cost which includes scientific research, transportation expense. The extremely strict regulation forced us to be accurate during the whole producing process. 3. Most of our foods are not as good-looking as those which contain many pesticides, fertilizer, and growth regulating hormone. Organic fruits and vegetables may have worm stings and smaller than ordinary ones. C. Opportunities 1. Organic food is gaining recognition from customers because increasing number of people is now aware of the importance of environmental protection. Recent issues of food safety, including melamine-tainted milk, tonyred egg, and clenbuterol pork, deepen consumer’s interest in organic food also. 2. Sunny Farm has already have 10percent of market share and those customers are precious. They can help company explore new customer resources. 3. Imported organic food is very expensive and many customers buy them before China’s local market has been developed. Sunny Farm’s products are not losing to imported food. D. Threats 1. Many customers choose vitamin pills or albumen powder to add nutrition to diet. These goods are easy to carry and have longer shelf life. 2. The cost of many links in the production chain is increasing, varying from production, collection, storage, to package. 3. Recent years, the cultivated area is decreasing sharply. Organic farms need enough lands to produce because they have to be far away from polluting factories. E. Matching Strength to Opportunities/ Converting Weaknesses and Threats 1. To maintain a desirable profit, Sunny Farm puts substantial effort on scientific research and helps company be more efficient. Price is an important criterion for customers. 2. Based on existing customers, who have a fine opinion of Sunny Farm’s product, we can explore potential customers to earn greater share of markets. 3. Sunny Farm plans to develop new product to meet with the changing needs with customers. For example, further process fruits/vegetables into dried one and satisfied the needs of office lady. IV. Marketing Objectives Sunny Farm Organic Food Company is in the business of helping people live a greener and healthier life. It has to overcome increasing cost and continue to improve the quality. Sunny Farm’s objective is to capture 20 percent of market share in the following two years and to have 80 percent of its customers indicate that they love the product and are willing to buy again. The following two years is extremely important for Sunny Farm’s future development. To accomplish the objective, we have more to do with scientific research to minimize producing cost, and improve the distribution channel to eliminate inefficient transportation. At the same time, we should increase sales by holding a public relations activity, and do sales promotions weekly in supermarkets. A good way to promote is to make our products more outstanding in the supermarket; sales force could negotiate with supermarket officials. Another good way is to contact an opinion leader and persuasive him/ her to give positive statement to our products. V. Marketing Strategies A. Target Market(s) Target Market 1: pregnant women. Their bodies are very sensitive to artificial chemicals and organic foods are safe and nutritious that would be great to help them go through the pregnant period and have healthy babies. Target Market 2: children. They are the hopes of family, parents and grandparents always try their best to afford a better living environment. The quality of food directly affects the children’s living quality and physical development. Target Market 3: young lady. Most Chinese young ladies are focus on whitening, losing weight, and they would spend much money on them. Organic product is natural and helps body eliminate toxicant. Target Market 4: gift market. Sunny Farm offers boxes loaded products which are aim at gift market. Organic food is the new trend. They are environmental-friendly and taste that donors will have â€Å"face† and recipients will feel novel. B. Marketing Mix 1. Products. Sunny Farm sells many kinds of organic food: grain, vegetables, fruits, dairy, spices, tea, and animal products. At the same time, Sunny Farm sells the idea of green life and sustainable development. 2. Price. Sunny Farm charges a comparative high price for is high-quality products. Our products worth that much. Once customers become aware of and experience the benefits of organic food, they would be generous to purchase. 3. Distribution. Sunny Farm use dual distribution. Customers can buy products from retailers like supermarkets and food shop and they can also order product online. (SunnyFarm. com. cn) 4. Promotion. Currently about 50 percent of customers reorder each month. Sunny Farm sent text messages or email to members monthly and members could accumulate points by buying product and redeem gifts in the year end. We should make sure that our new products can get enough attention. Holding a public relations activity is helpful. VI. Marketing Implementation A. Marketing Organization Sunny Farm is a customer-centered company and focuses its marketing efforts on satisfying customer’s needs. The company mainly has three teams: research team, sales team, and promotion team. Research team is responsible for uncovering new needs and develops new products. Also, this team should adjust existing system according to customers’ feedback. Sales force is responsible for increasing sales; they mainly focus on negotiation with market officials and shopkeepers. Promotion team is responsible for advertising and deals with customer relationship. Sunny Farm is a harmonious company. B. Activities, Responsibility, and Timetables for Completion All implementation activities begin at the start of 2013. By March 31, develop Customer Relationship Management. By April 30, survey existing customers and members to get more information and analyze the results. By June 31, start to contact with new customer for the current products. By August 31, develop a new product according to the former survey. By December 30, develop a plan that adjust the system and minimize unnecessary costs base on the yearly performance. VII. Evaluation and Control A. Performance Standards and Financial Controls A comparison between budget and actual expenditures will be included in the project report. The following performance standards and financial controls are suggested: The administrative expense should not greater than 5 percent of total expenditure. Each team is responsible for its own purpose as well as the common goal of company. Each team report financial expenditures quarterly of their project. The sales of new products will be evaluated to determine its future prospect. Cash flow should always be smooth. B. Monitoring Procedures A comparison between Sunny Farm’s actual performance and company’s objective is important to evaluate effectiveness. Following are monitoring procedures: Monitor click throughs, web page visits, and time spent on SunnyFarm. com. cn. to evaluate the online service. Monitor the effectiveness of member programs by assigning unique, customer-specific codes to each membership card. Track their buying. Compare budgeted and actual expense monthly within each team and company evaluates each team and the team director.

Tripping In The Trap essays

Tripping In The Trap essays ...

Think Your New ACT Writing Score Is Wrong Recent Issues, Explained

Think Your New ACT Writing Score Is Wrong Recent Issues, Explained SAT / ACT Prep Online Guides and Tips If you took the ACT with Writing in September, October, or December of 2015, you may have been taken by surprise by the change in the essay prompt (compared to previous ACT Writing tests). And when you got your scores back...well, you may have been even more confused. While the change in the ACT essay format was announced ahead of time, the full explanation of how the Writing scores would be normalized was not made clear until after the first administration of the new ACT Writing test. Because of this, ACT, Inc. faceda bit of controversy about the scoring of the new Writing test.Now they've returned to a 12-point scoring scale, with a more transparent calculation system. Read on to learn what all this means for you. feature image credit: Shock and Awe by Pascal. Public domain. Some Quick Background Information Saturday, September 12, 2015 was the first worldwide administration of the new ACT Writing Test. The changes to the essay included a completely different assignment, a different scoring system (essay scores range from 1-36 instead of 2-12), and a different amount of time for the essay (40 minutes instead of 30). These parameters were made publicly available beforehand (although they were not perhaps publicized as widely as they could have been), so while some students didn’t realize the test was changing, that part wasn't entirely ACT, Inc.'s fault. Deadline Drama Many students applying early decision or early action to schools had thought that taking the September ACT would leave plenty of time for their scores to be ready before those November 1st Early Decision or Early Action deadlines. After all, in the past, multiple choice scores had been released by a couple of weeks after the test date, and Writing scores by a couple of weeks after that. Even though ACT, Inc. gave its standard caution that scores could take as much as 8 weeks, most students expected (reasonably) that their scores would be in and sent to colleges well before the ED/EA deadlines. It rapidly became apparent, however, that scoring the Writing tests was taking longer than usual, presumably because of the new scoring for the new Writing test. On October 14th (about one month after the September 12th test date), one student complained: "My writing score isn't up yet, even though I got my multiple choice scores 2 weeks ago. This is so frustrating." Six days later, students and parents alike were starting to get nervous. As one parent wrote, "...apparently most people who took the September 12th test have still not received their complete scores, which is putting some ED applications in jeopardy. (I have a niece in this situation.)" The concern students were feeling about not having their Writing scores back rapidly snowballed when it was realized that, if you take the ACT with Writing, ACT, Inc. won't send out your score report at all until your essay has been graded. This meant that if your essay wasn’t graded before the end of October (or before October 15th, in the case of some ED/EA deadlines), whatever school(s) you were applying to wouldn’t even get to see your multiple choice scores on English, Math, Reading, and Science for the September ACT. Soon, the frenzy about the delay in Writing scores spread beyond (mainly student-populated) forums to online news sites. As Examiner.com reported: So far, ACT has refused to support students affected by the absence of Writing scores by sending colleges official score reports minus the Writing score for those needing these results for early consideration. No reason has been provided, only an indication that it’s not the policy of ACT to send partial results. This policy made many students and parents less than happy with ACT, Inc. â€Å"Still no writing score. As many of you, cannot get scores out without writing. We reached out to some colleges to let them know that an updated score would be coming. Very disappointing, as ACT released the MC choice later than expected (states on their website "most" score are released within 2 weeks.... So of course they did not release the MC scores timely, and then once again, falsely state that the writing score would be available 14 days after MC scores are released again, did not occur. So, same story as you all and then of course those who still have not even received your MC scores my heart goes out to you... Bottom line - ACT needs to revise their processes, it's just not working well or fairly.† (source: College Confidential) Most likely as a result of the outcry from students and parents, ACT, Inc. reached out to schools in October to notify them of the issue with the delay in score release. Inside Higher Ed reported that ACT, Inc. had sent an email to the National Association of College Admission Counseling urging colleges to allow screenshots of multiple-choice scores from the September ACT as a stopgap measure. While many students were unhappy with the score delay, however, it was clear that ACT, Inc. was still within the timeframe it had set out for itself for grading the essays. As another College Confidential poster wrote: "There is no "fiasco". When we signed up for the Sept. test, the website very clearly stated what bluebayou posted above. This means that some people will not have their complete score report until after Nov. 1, since 8 weeks after Sept. 12 is clearly after Nov. 1. D has received all of her scores, including writing, as of last week. But we went in knowing that they might be late enough that she'd miss an EA date or two. I don't know why it's shocking to people that ACT is releasing scores exactly as the website says it will." Because of the scoring issues in September, when students asked if the December ACT with Writing scores would be available by January, I advised that the answer was probably NO. The Plot Thickens So...some students thought they’d be able to squeeze in one more ACT before early decision/early action deadlines, but it turns out they were wrong. So what? Well, the ACT Writing scoring saga doesn’t stop there. When students finally did get their scores back, confusion still abounded over how exactly these scores were reached. Students who were used to getting in the 30s on all the other sections of the ACT found that they were getting essay scores in the low 20s on the Writing section. One student posted on Reddit: â€Å"I was really disappointed that I got a 20 on writing but 32 composite.. I pretty much can't send this score anymore.† For students who didn’t know there was a new prompt, or who have difficulty writing under pressure, low Writing scores weren't all that surprising. But some students soon realized that there seemed to be a disconnect between their writing subscores and their overall essay scores. As another confused student put it: â€Å"I received a 9 on all subscores for Writing, but my score came out to a 24. Is this correct on ACT's part, or is there a scoring error† It seemed that the Writing scores on, for instance, the September 2015 ACT were equated differently from how ACT, Inc. had announced they'd be scored. For instance, one commenter on our blog received 11/12 on all four subscores but a 31/36 for her ACT Writing score, whereas the Preparing for the ACT 2015-2016 PDF indicated that 11/12 on all four subscores should result in a 34/36 Writing score. Another student on a different site noted this same issue, writing: â€Å"†¦what's also weird is that the curve for the writing section changes for each administration. So, 11/11/11/11 may be a 31 on one test (like the September one) and a 34 on a different test (the 2015-2016 Official Practice Test). It seems odd that there isn't a uniform curve for the writing section. How is one prompt harder than another prompt?† Was ACT, Inc. changing how the Writing test was scored from test to test? If so, it hadn't made that fact clear beforehand. Still other students saw a precipitous drop in their essay scores from one administration of the new Writing test to the next. One angry student wrote: â€Å"I literally just got my Dec 12th test back, and my composite is a whopping 35, but my writing score is 09. This is extremely peculiar, because the last two times I took the test, my writing scores were 34 and 35, respectively, and if anything, I only IMPROVED during my most recent attempt. Clearly my writing booklet has been mixed up with someone else's, because this is not only an inaccurate measure of my abilities, but a clear CLERICAL error.† What Happened? Why the huge issues with scoring for ACT Writing? Why were normally 32+ composite scoring students getting single-digit scores on the ACT Writing? I believe that there were a couple of reasons that things went so wrong. 1. Grading Error Every time the ACT is administered, a few tests are graded incorrectly. Whether the wrong score report gets sent out, or the scanner read a â€Å"7† instead of a â€Å"27,† or you didn't fill in your multiple choice answers darkly enough†¦these things happen. The fraction of students who are affected by these errors is so small that it’s normally not an issue. In addition, any scoring errors on the previous ACT Writing test might not have been as noticeable, since there were smaller gaps between the score points. It was conceivable that you could go from a 11/12 on a good day to a 6/12 on a not-so-great day. However, the September and December ACT administrations were critical for early and regular admissions deadlines, which made students hyper-conscious of any unusual blips in their scores. Add that to the change in scoring method, and there were just more people complaining about oddly low scores than usual. 2. Norming Error ACT, Inc. did finally release a concordance chart for the new ACT writing test in late September. This chart explains how the current system of ACT Writing scoring and the old system are linked. Basically, ACT, Inc. ran a special score concordance study where the same group of students took both essay tests. The scores for the new ACT Writing were then normalized so that the same numbers of students got scores at each new score point as they would have on the old essay (although it wasn’t necessarily the same students in each percentile). Normalizing scores like this is a little tricky because, just like when comparing the SAT and ACT, the scores aren’t on the same scale, so some extra math is required to equate the scores. Here is a copy of the chart the ACT has released comparing the previous out-of-12 Writing scores to the current out-of-36 Writing scores: Former ACT Writing Score Concordant Current ACT Writing Score 2 1 3 7 4 10 5 12 6 16 7 19 8 23 9 30 10 32 11 34 12 36 (source: ACT.org) As you can see, there are some pretty large leaps in the concordant scores, particularly between what used to be an 8/12 (both graders giving the essay 4/6) and a 9/12 (one grader giving the essay 4/6 and one giving it 5/6). Now, when you look at the ACT’s percentile ranking for the new Writing test, it’s clear that a 23/36 on the Writing still places you in the 83rd percentile, which is not too shabby. Score Writing Percentile 36 99 35 99 34 99 33 99 32 99 31 98 30 98 29 97 28 95 27 95 26 93 25 90 24 88 23 83 But as one concerned parent pointed out: â€Å"My DD also got a 35 composite and a 23 on writing. This sounds really low, but actually correlates to the 83rd percentile. But a 23 on the other sections correlate to percentiles in the 60s. So when colleges see a 23, will they also see the 83rd percentile, or will they assume it's much worse than it is?† And as ACT, Inc. itself admitted in a January 2016 report, "A casual observer may assume that a student who received a score of 32 on ACT English, ACT Composite, and ACT writing demonstrated consistent performance, but that would be incorrect." To explain why, we need to look at the percentile ranks for all the sections, side by side. I've combined the most recent information ACT, Inc. has released for the Writing scores and for composite and section scores in the below chart: Score (/36) Composite Percentile English Percentile Math Percentile Reading Percentile Science Percentile Writing Percentile 36 99 99 99 99 99 99 35 99 99 99 99 99 99 34 99 98 99 98 99 99 33 99 97 98 97 98 99 32 98 95 97 95 97 99 31 96 93 96 92 96 98 30 95 92 95 89 95 98 29 92 90 93 86 94 97 28 90 88 91 84 92 95 27 87 85 88 81 90 95 26 83 82 84 78 87 93 25 79 79 78 75 83 90 24 74 74 73 71 77 88 23 68 69 67 66 70 83 For a refresher what percentiles rankings mean, read our guide to percentiles and score ranking on the ACT. As you can see, there is a pretty big discrepancy between a 23 on the Writing (which places you at or above 83 percent of all test takers) and a 23 on any of the other sections (which only places you at or above 66-70 percent of all test takers). Here's a graph that illustrates this contrast even further: (source: ACT.org) That jagged purple line to the left, lagging behind all the other section scores? That's the Writing scores for the September and October 2015 ACT. Because of this discrepancy, ACT, Inc. warns against comparing scores on the Writing test directy to scores on the other sections of the ACT. Quoted verbatim: "However, the new writing test combines the four domain scores, which are also reported to students, into an overall summary score on the 1–36 scale, making comparisons with other scores much more tempting. Perhaps too tempting!" What’s particularly weird is ACT, Inc.'s explanation of this scoring difference. In the same article in which the graph appears, the writers stated that it made sense that there was more variation in writing scores because it was just one question. True enough, but the rest of their explanation left me baffled: "Therefore, the writing test does have significantly greater variation than other scores because it is a single task, evaluated by raters using a 6-point interval scale, while other ACT tests are comprised of 40 to 75 questions." One of the big changes with the new ACT essay is that the essay graders aren’t giving essays a holistic score any more - two graders are giving each essay four domain scores out of six, for total domain scores out of twelve. Which means that the essay is really evaluated out of a 48 point raw score - not entirely dissimilar to the rest of the sections. So where does the score out of 36 come from? How is it being equated from the sum of the domain scores (which would be out of 48)? Well, according to ACT, Inc.: "The new writing scale score (1–36) is a nonlinear transformation of the sum of the two 1–to–6 rater scores on four domain scores (8–48)." But while ACT, Inc. released a preliminary chart for how this would work for the Preparing for the ACT 2015-2016 practice test, it appears, as I noted earlier, that the equating may be changing from test to test. Alas, it does not appear that a copy of the equating chart is sent out with the score report, so students have no way of knowing how the score out of 36 was arrived at. Without transparency about the process, it’s understandable why some students are confused and upset. Lifeless Face #038, by Nottsexminer, used under CC BY-SA 2.0/Cropped and resized from original. This hinge is just as upset as you. If not more so! Look at that face. UPDATE: More Changes to ACT Writing Ahead Just one year after ACT, Inc. completely overhauled the ACT Writing test, the scoring for the test is changing yet again. As of September 2016, the ACT Writing Test will no longer be scored on a scale of 1-36. Instead, students will receive a Writing score on a scale of 2-12 that is the average of all four of their domain scores (Ideas Analysis, Development Support, Organization, and Language Use), which are also each scored on a scale of 2-12. In addition, there are some "minor changes" to the wording of the prompt that removed the necessity of discussing all three perspectives in your essay. Here's a look at what the ACT essay task looked like up through June 2016: Write a unified, coherent essay in which you evaluate multiple perspectives on the conflict between public health and individual freedom. In your essay, be sure to: analyze and evaluate the perspectives given state and develop your own perspective on the issue explain the relationship between your perspective and those given Your perspective may be in full agreement with any of the others, in partial agreement, or wholly different. Whatever the case, support your ideas with logical reasoning and detailed, persuasive examples. And here's what it'll look like from September 2016 onwards. I've bolded the relevant change below. Write a unified, coherent essay about the conflict between public health and individual freedom. In your essay, be sure to: clearly state your own perspective on the issue and analyze the relationship between your perspective and at least one other perspective develop and support your ideas with reasoning and examples organize your ideas clearly and logically communicate your ideas effectively in standard written English Your perspective may be in full agreement with any of those given, in partial agreement, or completely different. ACT, Inc. announced the changes to the Writing test would go into effect September 2016 as part of ACT, Inc.’s effort to â€Å"reduce confusion among users.† As stated in both the official press release and in the FAQs about the Writing section, the reason for the scoring change was due to the larger differences between the scoring of the Writing test and the English, Math, Reading, and Science subject scores. "Students assumed that the scores on the 1-36 scale meant the same thing from one subject test to another. We recognize that this is a logical assumption, but it is not a correct assumption" (source: ACT Writing FAQs). The formal announcement of the changes to the ACT Writing test scoring occurred June 28, 2016; however, these changes didn’t come entirely out of nowhere. We at PrepScholar first noticed something odd when reading through the newly-released â€Å"Preparing for the ACT 2016-2017† PDF in mid-June 2016. Here's what it says on page 8, under the discussion of the ACT Writing Test: You will receive a total of five scores for this test: a single subject-level writing score reported on a scale of 2–12, and four domain scores based on an analytic scoring rubric. The four domain scores are: Ideas and Analysis, Development and Support, Organization, and Language Use and Conventions. Note: The subject score is the rounded average of the four domain scores. On page 62, further information was given on how to calculate your ACT Writing score for the practice test included in the PDF: So other than Step 2 (which on the real ACT will involve adding the two essay graders' scores on each rubric area together, rather than just multiplying each area score by two), this domain-score-averaging process is how the ACT Writing test will be scored starting September 2016. What Does This Mean For You? At this point, many colleges are aware of the issues ACT, Inc. had with the score release of the new ACT Writing. As Boston College states on its admissions website, "ACT has notified us that delivery of scores this year will be delayed due to their implementation of an enhanced design to the Writing portion of the test.† Plus, by now most college application deadlines for Fall 2016 have passed, so whether or not the scores were released in time is kind of a moot point. But what if you're applying to colleges next year, or are still worried about a low Writing score? What can you do about it? Option 1: Order Hand-Scoring Some students have resorted to ordering hand-scoring for their essays to see if it affects their scores (since ACT will only send colleges the new score if it is higher). In the case of at least one student, this was a success – the re-score took a Writing score of 22 (80th percentile) up to a 28 (95th percentile). Because hand-scoring for the essay is so expensive ($50.00), it might only be worth doing if you believe that you really did receive someone else’s scores in error (i.e. if your Writing score is 6 points different from what you expected), or if the subscores don’t seem to correlate to your writing score out of 36 (e.g. subscores of all 10s, writing score of 11/36). Unfortunately, this means that some students will be at a disadvantage, because fee waivers do not apply to hand-scoring. You do get refunded the fee if a scoring error is found, but the initial investment of $50 may still be something that economically disadvantaged students don’t want to risk (if there is no score difference). Option 2: Re-take ACT Writing in September 2016 In other cases, it might be worth taking the September or October ACTs in order to get an essay score on the more-familiar (to admissions officers) 12 point scale. I would strongly urge against depending on either of these test dates if you're applying early decision or early action for most schools, given the score reporting delays that were rampant last year. If you're applying regular decision, though, taking the September or October ACT Writing test could have a positive affect on your application, since a lower Writing score won't look quite as discrepant against the rest of your ACT scores. Now that ACT Writing is scored out of 12, rather than also being out of 36, schools will be less likely to compare your Writing score directly to your ACT English, Math, Reading, Science, and composite scores, and give a sideeye to any huge discrepancies. Option 3: Wait It Out For many students, however, the lower-than-expected writing scores are just a byproduct of the way the new ACT Writing section is normed. Take heart, though – many schools already view standardized test essays with a skeptical eye. As the National Council of Teachers of English has noted, â€Å"With respect to writing ability, the ACT's figures indicate at best that students who do well on the test can perform the writing tasks required on the test.† It's unlikely that the ACT's updated September 2016 scoring system is going to do anything to dispel this skeptical attitude. With the SAT essay becoming optional as of March 2016, it’s likely that fewer and fewer schools will care about the Writing section at all. And if you’re really worried about a low ACT Writing score, make sure to blow admissions officers away with a great personal statement to showcase your real writing skills. What Should You Do Now? If you want to retake the ACT to increase your Writing score, you'll need to make sure you completely understand the new prompts, what the rubric looks like, and how scoring works. Definitely make sure to check out our articles on how to get a perfect score on the ACT essay and how to write an ACT essay, step by step. Are you within three months of the date you took the ACT and want to get your essay re-scored? You're in luck! Find out all about how hand-scoring works here. Curious about what the difference is between test information release and hand scoring? Get the details on what TIR is and why you might want to order it in this article. Want to improve your ACT score by 4 points? Check out our best-in-class online ACT prep program. We guarantee your money back if you don't improve your ACT score by 4 points or more. Our program is entirely online, and it customizes what you study to your strengths and weaknesses.Along with more detailed lessons, you'll get your ACT essays hand-graded by a master instructor who will give you customized feedback on how you can improve. We'll also give you a step-by-step program to follow so you'll never be confused about what to study next. Check out our 5-day free trial:

Blood Wedding. essays

Blood Wedding. essays Lorcas use of language in Blood Wedding is very poetic. He uses lots of metaphors and moves from Prose to Verse within the play. In Blood Wedding, poetry and drama seem to become one as characters talk to each other in verse form. But verse is only used in the play at a heightened dramatic point or to help create tension. For example, when Leonardo and the Bride are talking to each other in the middle of the forest, they speak in verse form. I think Lorca does this because it adds to the romantic side of the play and emphasises how they feel about each other. They also speak to each other in metaphorical terms, as do some of the other characters when they are speaking. She describes herself as a straw blown on the wind which means she cant help following Leonardo just like the wind is too overpowering for the straw. I like the way Lorca uses metaphors in this play. They emphasise points or peoples feelings and they add to Lorcas idea of poetic drama. Lorca was also interested in music and rhythm within his theatre and this is apparent in Blood Wedding. When the mother-in-law is singing to the child to go to sleep, it is very rhythmic and stylised. Lorca also uses repetition a lot to emphasise something. For example, the mother has a great hate towards weapons such as knives and guns, obviously as she has lost her son and husband. So to accentuate the idea of her hate for these things she is always talking about it. No we cant be done with it! Lorcas use of surrealism and imagery gives the play a slightly magical tone which I like. He does this well in the forest scene when the moon comes out and ...

Business Ethics and Virtue Ethics Essay Example | Topics and Well Written Essays - 1250 words - 1

Business Ethics and Virtue Ethics - Essay Example In this context, it is unfair for a person to embezzle anything material or not to give people what they are privileged to receive. It is also unreasonable if somebody distributes something without a proper reason. "Individuals should be treated the same, unless they differ in ways that are relevant to the situation in which they are involved." For example, if Jack and Jill both do the same work, and there are no relevant differences between them or the work they are doing, then in justice they should be paid the same wages† (Valesquez et al 1990). A virtue like honesty or generosity is not merely doing things that honest or generous manner. It is specific as a â€Å"desirable† or â€Å"ethically valuable† personality attribute. It is, certainly a moral trait—that is, a character which is well established in a person. It also concerns with numerous other aspects as well, with emotion and associated reactions, selection, principles, wishes, perceptions, attitudes, safety, prospects and sensibilities. To be virtuous is to possess certain characteristic traits with a positive complex attitude. â€Å"An honest persons reasons and choices with respect to honest and dishonest actions reflect her views about honesty and truth—but of course such views manifest themselves with respect to other actions and to emotional reactions as well. Valuing honesty as she does, she chooses, where possible to work with honest people, to have honest friends, to bring up her children to be honest† (Virtue Ethics 2003 Para 6). This mainly focuses on how reasonably or arbitrarily one’s actions entail benefits or burden for a specific individual or group. Benefits and burdens may be circulated supported on what an individual requires, deserve, donate, etc., It may also depend on how it series a specific group." By inspecting the GMP’s of the Mattel Inc, it is crystal clear that the

HR Strategy for HSBC Essay Example | Topics and Well Written Essays - 3000 words

HR Strategy for HSBC - Essay Example This paper aims to provide an overview of the business strategy of HSBC Holdings plc and to develop the HR strategy that will fit the new company’s strategy. HSBC retail banking segment targets premium market, focusing on customers with medium to high incomes. Thus, the company is capable to earn good profits and to minimize risks associated with high-risk borrowings (Uvais, 2015). Recently, the company has updated its business strategy aiming to be â€Å"where the growth is, connecting customers to opportunities† (Hsbc.com, 2015). HSBC introduced a two-part strategy comprised of the following two elements: (1) a network of businesses connecting the world, and (2) wealth management and retail with local scale (Hsbc.com, 2015). Therefore, on the one hand, the company aims to achieve global reach and develop its business operations in the international arena, achieving thus economies of scales, and on the other hand, it aims to capture opportunities in wealth management and retail markets with a focus made on growth markets (Hsbc.com, 2015). Strategically, the company aims to expand its business in Asia, North Africa, and the Middle East as the markets with huge potential. Currently, the HSBC is restructuring its operations worldwide and in the UK. The company aims to improve its profitability and to reduce costs. In order to achieve this goal, the management is planning to cut the number of jobs significantly in the UK and across the globe. According to the most recent information, the company has introduced a cost-cutting strategy whereas its management aims to cut costs by $4.5 billion ( £3 billion) to $5 billion ( £3.3 billion) a year by 2017 (ITV News, 2015). However, in order to dampen the overall effect of this cost-cutting strategy, the company also has a plan to create more than 2000 new positions (Uvais, 2015).  

International Accounting Case Study Example | Topics and Well Written Essays - 750 words

International Accounting - Case Study Example Therefore, the disposal of the building in 2013 generated a loss of (fair market value – net realizable value of the building) = ($ 2,370,000 – $ 2,100,000) = $ 270,000. This figure is recorded in the cash flow statement under the investment section. Therefore, the loss on disposal of the building does not influence either income or stockholder’s equity of the Yazd Corporation under both the US GAAP and IFRS (Santoro & Munter 2013, p. 35). Concerning the intangible assets, the regulations provided under both the IFRS and the US GAAP are direct regarding the initial measurement. The provisions require a different approach towards the initial measurement of intangible assets acquired either separately or as part of a business combination. Yazd Corporation acquired its intangible assets as part of a business combination. The intangible asset has an indefinite life thus, according to the provisions by the IFRS, should not be amortized but be subjected to impairment tests. The expected future cash flow from the continued use of the intangible assets will not affect the company’s income as at December 2013 since the anticipated cash flows are for periods after December 2013. In addition, under both the IFRS and US GAAP, the treatment of cash flows from the intangible assets is similar. Therefore, this item does not influence both the income and stakeholder’s equity when the company shifts from US GAAP to IFRS system (Santoro & Munter 2013, p. 37-38). Yazd Corporation incurred a research and development cost of $ 200,000 as at December 2013. Under the US GAAP, all the costs related to research and development that a company incurs is treated as expenditure. Whereas, under the accounting regulations set by the IFRS, only the costs related to internal research activities of a company are treated as expenditure when incurred. The costs related to product development activities are capitalized if some criteria, set by the organization, are met. As a

Violent Crime Assignment Example | Topics and Well Written Essays - 1000 words

Violent Crime - Assignment Example Research from the National Crime Victimization Survey (NCVS) reveals that there have been more than 19 million violent crimes in the last two decades. These crimes constitute of forcible rape, murder and non-negligent manslaughter, robbery, or assault. For an individual to engage a violent crime, he or she may be forced by circumstances or has a record of criminal activities. Factors that may affect an individual’s action to commit a violent crime is dependent on cultural aspects i.e. religion and colonial heritage, age, gender, peers, and the poverty rate.  Violence and crime threaten social foundation and are becoming chief obstacles to development. A critical analysis of this topic reveals that the dependent variable is the crime rate, and the explanatory variables include economic and social characteristics. Although violent crime has been discussed with a keen focus on the offender, the victim must also be regarded. From various researchers, victims of violent crimes ar e left with emotional as well as physical scars, which lead to post-traumatic stress disorder, social withdrawal, relationship strains, and in severe cases death (Ruback & Thompson, 2001). Lack of a conclusive data of victims is a major challenge in the analysis of violent crime. This is because of most victims faced by the vile act of violent crime face shame and discrimination. For instance, rape victims will opt not to report a violent act committed on their bodies due to shame and fear of discrimination (Kullgren & Nordstrom, 2003).  Methods used to research this topic include data from primary and secondary sources. Primary sources include anonymous questionnaires filled in by the victims of violent crimes. Secondary sources include data from police stations and hospitals, as well as books and journals.

Organisation and change Article Example | Topics and Well Written Essays - 2250 words

Organisation and change - Article Example This brings loyalty from franchises and suppliers and they become more committed for the company's growth (Aswathappa, 2006). The company is however challenged by the need to continuously innovate to grow while operating flawlessly (Gubman and Russell, 2006). This report will find out how McDonald's is managing change to survive in the competitive business environment. The aim of this report is to present a consolidated change portfolio for McDonald's. The objective of this study is to find out the drivers of change for this fast food joint and this will be achieved by P.E.S.T and. Force-field analysis. The objective of the study is also to identify and justify the type of change McDonald's is facing. In addition, the report will present the process of managing change within McDonald's by using relevant change models. A number of books, journals and magazines have been used to collect information for preparing this report. The report will be divided into several sections and will also include a summary of findings and recommendations as well as conclusion. McDonald's has been asked by the US government to ensure the health of its customers. The company acknowledged that some of their suppliers were heavily using growth-stimulating antibiotics on chicken, beef and pork. These chemicals were proven to be injurious to human health and the authorities asked the food giant to help curb this practice. McDonald's has asked the suppliers from the meat industry to phase out the practice or lose business. The company is also working with People for the Ethical Treatment of Animals to improve the ways in which animals are raised and slaughtered (Greider, 2003). Economic The number of children also increased due to the rise in per capita income in the 1950s. This good economic period saw an increase in the number of suburbs in America and this encouraged the proliferation of chain restaurants such as McDonald's. The company opened restaurants in convenient locations where families in their cars could eat quickly the very affordable food (Debres, 2005). McDonald's restaurants were present in a large number of American suburbs by 1965 and the company avoided inner city locations until the 1970s. The company stepped outside US in 1967 and entered Canada and Puerto Rico. It then forayed into Europe and found out that it will not be successful if it continued to operate in the suburbs. There was no commercial development in the suburbs of Europe and the main markets were in the central cities (Debres, 2005). Social McDonald's popularity soared during the 1950s and 1960s when the Americans changed their lifestyle and began to enjoy the post-war period. More number of Americans decided to have more children and it became a common sight to see families with three or more children. McDonald's was oriented towards the family market and focussed on attracting small children, teenagers and young adults (Debres, 2005). Today, the customers visiting these food joints appreciate a sense of freedom they feel once they step into the facility. The young adults are very happy about the self-service concept and the minimal adult contact they have in

Violent Crime Assignment Example | Topics and Well Written Essays - 1000 words

Violent Crime - Assignment Example Research from the National Crime Victimization Survey (NCVS) reveals that there have been more than 19 million violent crimes in the last two decades. These crimes constitute of forcible rape, murder and non-negligent manslaughter, robbery, or assault. For an individual to engage a violent crime, he or she may be forced by circumstances or has a record of criminal activities. Factors that may affect an individual’s action to commit a violent crime is dependent on cultural aspects i.e. religion and colonial heritage, age, gender, peers, and the poverty rate.  Violence and crime threaten social foundation and are becoming chief obstacles to development. A critical analysis of this topic reveals that the dependent variable is the crime rate, and the explanatory variables include economic and social characteristics. Although violent crime has been discussed with a keen focus on the offender, the victim must also be regarded. From various researchers, victims of violent crimes ar e left with emotional as well as physical scars, which lead to post-traumatic stress disorder, social withdrawal, relationship strains, and in severe cases death (Ruback & Thompson, 2001). Lack of a conclusive data of victims is a major challenge in the analysis of violent crime. This is because of most victims faced by the vile act of violent crime face shame and discrimination. For instance, rape victims will opt not to report a violent act committed on their bodies due to shame and fear of discrimination (Kullgren & Nordstrom, 2003).  Methods used to research this topic include data from primary and secondary sources. Primary sources include anonymous questionnaires filled in by the victims of violent crimes. Secondary sources include data from police stations and hospitals, as well as books and journals.

The analysis of teaching service Essay Example | Topics and Well Written Essays - 1750 words

The analysis of teaching service - Essay Example but it actually begins with requirement gathering, analysis, design, coding, testing and acceptance (basically what we have also in Agile methodology as well today). I was more involved in requirement gathering and later on testing part of the process. Therefore I can say I was also involved with such project. Before I use one of the projects as an example and describe about the Work System that was used and the elements of it, I wanted to share some of experiences I’ve had with Systems Analysis and Design. First of all I should I figured out that no matter how much a system is a large or small, the theory will always work if we pay attention to them. The standards would work if you know yours system at first and also if you know what the theory is talking about; although all of these need experience as well. Having said that I believe Systems Analysis and Design is one of the most important aspects of any development project. The better the analysis the easier the development and market new products as well as identify and enter new markets with existing and new products. There are a number of considerations I have related to system analysis and design. From an overarching perspective I recognize that the systems process occurs in nearly all environments. In this way I recognize that even psychology and family relationships have been considered in terms of systems elements. Bronfenbrenner (1979, p. 34) established Ecological Systems theory as a pervading mode of examining human relationships in the home and work environment. In these regards I recognize that not only the structure of work environments, but also the individuals interacting within these environments fall within the domain of systems elements. Another major recognition I have had related to system analysis and design is the relation of systematic inputs and their workplace functionality. Indeed, Alter (2006, p. 1) indicated that one of the primary challenges of system analysis and design i s ineffective design of inputs within the system. Dick & Carey (2009) indicated that the single most important factor of whether a systematic training input will be incorporated into the workplace environment is the context of that workplace. Many times in my past experience I have received training in an element that was later not directly relevant or supported in the workplace environment. Upon entering the workplace environment this systematic component was then disregarded because of ineffective structures. Ultimately, then I recognize that one of the most essential elements of systems and systematic design is ensuring that each of the components operate together in a functional and mechanistic way. Part III. For a nonprofit project I was involved in our specific work system was a high school teacher working in public education. Customers While there are not customers in the traditional sense, there are similar components. In this way there are students achieving and receiving t he learning. There are parents interested in their children’s education. There are administrators and state education board members interested in ensuring the education provided reflects well on their professional competency. Finally, there are business organizations concerned with ensuring that there is an educated workforce to choose from. Products and Services The products and service are course specific. In terms of a mathematics classroom it is important that students learn algebraic functions, geometry, and potentially calculus. Additionally, they gain critical thinking and problem solving abilities. In this way the products and services are the education that is provided for the students. This

The Same Things Still Fall Apart Essay Example for Free

The Same Things Still Fall Apart Essay In his first acclaimed novel, Things Fall Apart, one of Chinua Achebes many accomplishments is his uncompromisingly toughened rendering of Nigerian tribal life pre and post colonialism. The book was first published in 1958, which was just two years ahead before Nigeria declared independence from Great Britain; the book abstains from the obvious attraction of portraying pre-colonial life as a kind of Eden. Instead, Achebe outlined a world in which cruelty, war, and anguish exist; but at the same time, is filled with a balanced and strong sense of belief, ceremony, and social coherence. But more important than that, let us focus on his protagonist—Okonkwo. Okonkwo is a self-made man. He is the son of a charismatic good-for-nothing father. Okonkwo hated his father for this; and because of such, he worked day and night all his life to triumph over his fathers flaws. He was able to overcome his father’s reputation and has finally arrived at great richness and even greater status amongst his colleagues in the village of Umuofia. He is a champion warrior, a wealthy farmer, has three wives and father to several children. But more important than the characteristic that he portrays in the story, in a deeper and more objective angle, he is the epitome of a man who displays the flaws of a well-known Greek catastrophe: â€Å"Okonkwo ruled his household with a heavy hand. His wives, especially the youngest, lived in perpetual fear of his fiery temper, and so did his little children. Perhaps down in his heart Okonkwo was not a cruel man. But his whole life was dominated by fear, the fear of failure and of weakness. It was deeper and more intimate than the fear of evil and capricious gods and of magic, the fear of the forest, and of the forces of nature, malevolent, red in tooth and claw. Okonkwos fear was greater than these. It was not external but lay deep within himself. It was the fear of himself, lest he should be found to resemble his father.† (Achebe) At the same time, Achebe was also able to make this man cruel and sympathetic at the same time. And no matter how he conceals it, Okonkwo is fond of his eldest daughter and Ikemefuna—a little boy that was sent from a different village as payment for the wicked death of a young woman from Umuofia (another village). He starts to be delighted in his eldest son, in whom he has too frequently seen his own father. A series of catastrophic events tests the determination of this strong man, and it is his dread of weakness that eventually undoes him. It is only near the end that the real climax of the story begins. By then, Okonkwo and his village are already being colonized by the white men. But, with the traditions of his culture and village, his hopes for redemption are too mighty high to be abolished. The arrival of the white men with intentions to convert them into Christians, and the pursuance of the officials from the colonial government made his village confused and disrupted the Ibo culture completely. Okonkwo realized that it will be very hard on his part and for his fellow villagers to adapt to the incoming modern influences. And with these in mind, Okonkwo is now confused and lost between the abyss of the old and new ways. Because he believed that they should keep their traditions, Okonkwo self-decided that they should rage a war against the colonizers: â€Å"Does the white man understand our custom about land?† â€Å"How can he when he does not even speak our tongue? But he says that our customs are bad; and our own brothers who have taken up his religion also say that our customs are bad. How do you think we can fight when our own brothers have turned against us? The white man is very clever. He came quietly and peaceably with his religion. We were amused at his foolishness and allowed him to stay. Now he has won our brothers, and our clan can no longer act like one. He has put a knife on the things that held us together and we have fallen apart.†   (Achebe) With this ideology, it is quite clear that Okonkwo does not want to be colonized and he will do anything in his power to avoid that. He was ready to go to war but when he realized that his clan is not ready, he was very disappointed and just decided to hang himself instead. When the commissioner decided to write a book about his rebellion and his clan, from the title of the book itself (The Pacification of the Primitive Tribes of the Lower Niger), it is sufficient to say that he was not successful in attaining his goal. The title of the book itself implies that the book will only be filled with biased point of views and opinions from him. Both the commissioner and Okonkwo failed in meeting half-way to share their culture. Since it became harder for him adapt and at the same time he does not want to be colonized, he decided and resorted that war is the answer. But his bravery is not the same as his villagers. He failed to emphasize to them the importance of their culture. This scenario not only happens in secluded villages in ancient years. It also happens in modern times in different forms and intensity but the same ideologies persist. Last December 2007, Benazir Bhutto was assassinated in her homeland of Pakistan. For the longest time, she kept on fighting for the liberation of the vast minority in Pakistan. With the power that she has, it was inevitable that there will be people who will dislike her, and so, they assassinated her. Though this example is very political in nature, it has similarities from the story because they fought for the same thing—which was liberation for their people and at the same time, both characters were not able to fully achieve what they are fighting for. Somehow, both characters failed to achieve their goals. Works Cited: Achebe, Chinua. Things Fall Apart. 1st Anchor Books Ed edition ed: Anchor, 1959.

Customer Relationship Management in Volkswagen

Customer Relationship Management in Volkswagen A Critical Evaluation of Customer Relationship Management in the Volkswagen Group Introduction Regardless of what industry or business one would elect to select, the one key as well as critical component that is present as well as common to all is the ‘customer’. Peter Drucker (1954, p. 64) expressed the foregoing when he stated that â€Å"†¦ the purpose of a firm is to create and serve customers†¦Ã¢â‚¬  The preceding might seem all too obvious, yet it is a concept that repeatedly seems to become lost in terms of a company’s marketing focus. The resources spent in terms of advertising budgets to create consumer awareness, trial and to win them over represents the beginning rather than the objective of marketing. Initially, marketing might not seemingly represent a consideration with regard the management of a customer relationship at Volkswagen, until one views it in context. Referring back to Peter Drucker’s (1954) statement, the process starts at the very beginning, and this entails the marketing of the product, goods or service to the prospective customer. This is in terms of whether the customer is presently with the company or not as competing brands are consistently on the hunt for customers outside of their existing base and this represents those that are presently within your company’s fold. Thus, the examination of the management of a customer relationship in the context of Volkswagen shall look at the entire environment in which the preceding occurs, and refer to an example within this genre. The process shall endeavor to critically evaluate the example from an historical context and then make recommendations as to how that process might have been improved or enhanced utilizing the contemporary understandings of customer relationship management practice and theory. In order to understand the process of managing a customer relationship, it is imperative that one has a grasp of the environment in which that context lives. Marketing is defined as a process which entails the â€Å"†¦ planning and executing the conception, pricing, promotion and distribution†¦Ã¢â‚¬  (Marketing on the Internet, 2006) of products, goods and or services, and via which a company seeks â€Å"†¦ events to create and maintain relationships that †¦ satisfy individual and organizational objectives† (Marketing on the Internet, 2006). The preceding provides an understanding of the broader conceptual ramifications that entail the marketing process. (Morris et al (2001, P. 98) have upgraded this definition in consort with contemporary views and applications whereby the function has been defined and equated as a set of activities that create value. They indicate that today’s understanding and application of the marketing process is more complex as well as complicated, and state that â€Å" Organizations must make fundamental decisions regarding how to approach different market segments and individual customers† Morris et al (2001, P. 98). Their expanded definition goes on to add â€Å"The conventional wisdom is that the marketer is no longer interested in making a sale or achieving a transaction, but instead must focus on relationship marketing† Morris et al (2001, P. 98). Buttle’s (1996) overall view is that relationship marketing is yet to prove itself, but that vision was almost a decade ago. According to Professor Adrian Payne of Cranfield University, (2003) there has been research that has been conducted that indicates that just a five percent (5%) increase with regard to the retaining of customers represents a net profit yield in the range of twenty percent (20%) to one hundred and twenty-five percent (125%) (Payne, 2003). The foregoing is slightly more conservatively calculated by Reichheld et al (1990, Pp 105-111) who indicate that a five percent (5%) improvement with respect to customer retention yields a profitability increase of between twenty-five percent (25%) and eighty-five percent (85%), which they state depends upon the particular industry. The value of customer retention, and thus efforts directed at maintaining such, customer relationship management, has been equated by Buchanan et al (1990) who indicated that the foregoing results in an increase in profitability as a result of: The fact that the cost to acquire a customer occurs at the inception of the relationship, therefore the longer said relationship remains in force, the initial cost becomes amortized. The costs of maintaining the customer declines in terms of a percentage of total revenue. Research has indicated that the longer a relationship is maintained with a customer, the less inclined they become to switch. In addition to the foregoing, they also tend to become less sensitive to price. The foregoing translates into a more stable base of unit sales volume as well as an increase in terms of revenue sales volume. Longer-term customers are more likely to engage in word-of-mouth discussions regarding the product or company, thus potentially resulting in referrals. Longer term customers are also more likely to wind up making purchases of other products, services or goods offered, as well as trading up or purchasing higher profit products, goods or services. Longer-term customers, on average, tend to be more satisfied with the company and as a result are less inclined to switch to competing brands. The foregoing makes it increasingly difficult for competitors to make inroads in a company’s customer base the longer the relationship lasts. Longer-term customers are usually less expensive in terms of servicing as they are familiar with the processes within the company and thus require less indoctrination and or education. The benefits of a longer-term customer relationship results in easier job related tasks for employees and higher degrees of satisfaction in dealing with customers who have a long relationship with the firm. The foregoing view is also shared by Chye et al (20002, Pp 1-27) who state that Customer Relationship Management is the method via which to develop customer relationships. They define Customer Relationship Management as â€Å"†¦ the process of predicting customer behavior and selecting actions to influence that behavior to benefit the company†¦Ã¢â‚¬  Chye et al (20002, Pp. 18). They further state that the Internet has greatly increased the performance and enhancement aspects of Customer Relationship Management as it provides database information and is available as an additional avenue via which to provide further service to customers in an unobtrusive manner. The Internet also permits the customer relationship manager, and company, to maximize the performance of Customer Relationship Management tools and processes through more precise data collection and segmentation methodologies which results in being able to target customer needs, preferences and predict probabilities for a more proactive approach based upon the foregoing, rather than the traditional reactive mode. Through the preceding, the Customer Relationship Department as well as employees can strategize the appropriate courses of action to be in advance of customer needs, or have the appropriate solutions or responses prepared and waiting. The preceding also increases the relative performance of individual employees within the function thus making its overall effectiveness in terms of customer satisfaction enhanced, thus further aiding bottom line performance. Storbacka et al (2001, P 8) sum up the Customer Relationship Management practice in the following statement â€Å"The aim of CRM is to develop a common process, the idea being that when the relationship is developed, both sides win.† The relative similarities between competing products in the automotive industry provide a perfect example of the importance of effective and well-planned Customer Relationship process. With the right strategies in place an automotive company can create an effective differentiation with respect to competitors through providing extraordinary service. The preceding is made possible through new technologies, such as the Internet, whereby personalized service can be provided as well as anticipated as a result of the warehousing of customer information, prior contacts and original order data (Jackson, 2003, P 71). And with information technology as well as the Internet are providing new dimensions to the Customer Relationship Management practice, the importance of personal contact as well as personal service are and remain the critical components in achieving and maintaining customer satisfaction. â€Å"†¦ the increasing availability of modern technology †¦(makes)†¦it relatively easy to compete on product. What they find more difficult to do is compete on service†¦Ã¢â‚¬  states Freemantle (1992, P 15). He adds that â€Å"†¦ service not only depends on modern technology, but also the attitude of its people, and therefore the capability of its managers.† (Freemantle, 1992, P 15). The Value of Customer Relationship Management Drawing on a consultancy relationship that existed between the advertising agency for the Volkswagen company, the opportunity to see as well as be involved in the first hand observation as well as participation of the importance of Customer Relationship Management was provided as a result of research being conducted to gather the views and opinions of customers with regard to the service aspect of the company’s business. In so doing the task was assigned of managing a small base of customers who had just purchased vehicles in consort with the company’s policies at the time. The objective was to equate the reactions as well as attitudes of customers and their viewpoints along with positive and negative reactions to the company, its policies and the product. The period of time that the preceding was undertaken, which can be commented upon from an historical perspective, was when Volkswagen was experiencing problems in integrating a new model into its line up. The year tha t the preceding customer relationship consulting arrangement occurred was in 2000. The customer relationship example shall be referred to as Mr. Smith. He was a 52-year-old schoolteacher, married with two children who had graduated college. He lived in a modest one family home in the suburbs and represented the average VW customer profile. The 2000 Volkswagen Jetta was his first experience with any foreign vehicle, having previously owned Ford and General Motors products. Mr. Smith represented one of the portfolio of customers assigned as part of the afore indicated marketing analysis observation. Mr. Smith’s first contact came within the first month of his Volkswagen Jetta purchase as he called to schedule a service appointment to fix the air conditioning system that was not working. He also indicated that there was a problem with the driver’s side rear door latch. Mr. Smith’s appointment was scheduled for free warranty service for the following day, as a result of the air conditioning emergency. Mr. Smith was called the next day after the ser vice appointment as asked about his rating of the visit in terms of his issues being resolved, promptness in handling, his rating of the service done and satisfaction. Mr. Smith indicated that all the areas asked were satisfactory and that the car was working perfectly. The next contact with Mr. Smith came approximately three (3) weeks after the initial call. The contact was to express his dissatisfaction with the air conditioning system as the cooling level since the repair was average on warm days and barely adequate on hot days. He indicated that he did not pay much attention to the foregoing as he primarily drove the car to work in the mornings and by the afternoon the temperatures were cooler. His compliant came about as a result of a weekend trip where he was subject to 95-degree temperatures and stated he was perspiring the entire time. Mr. Smith also stated that the car exhibited severe hesitation during the hot drive and stopped functioning entirely on two occasions whereby he pulled over and after the car cooled down, it restarted. He was particularly unhappy that a local Volkswagen dealership could not assist him as he was on the road and asked that we schedule a service appointment. Mr. Smith’s extreme displeasure was a result of being under a new car warranty and unable to get any assistance which he claimed was never a problem with his former Buick LeSabre. He requested an immediate service appointment and a loaner vehicle so that he could get back to work. Under the terms of his Volkswagen warranty, Mr. Smith had not purchased the Road Side Assistance option and his warranty also did not have a provision for a loaner vehicle. I informed Mr. Smith of the foregoing, which was not received well and asked if I could make some inquiries regarding getting his vehicle scheduled for an emergency service appointment as well as what I might be able to do concerning the loaner vehicle, which temporarily calmed him down. In conferring with personnel at Mr. Smith’s dealership, I was informed that as a result of his warranty coverage that did not include roadside assistance, future problems could not be handled any differently unless he took the option. After considerable discussion with the dealership management and service department we arranged an immediate service appointment and under the circumstances I was able to secure a dealer vehicle for Mr. Smith to utilize. Mr. Smith was called back and advised of the preceding points, he was pleased to hear of the loaner vehicle and immediate service appointment request, but indicated that road side assistance for a new car should be an included item and not one subject to additional purchase. Mr. Smith’s visit went according to plan and when he was called the next day after picking up his vehicle, I was thanked for resolving issues he came to find out were not a part of his service contract. He indicated that despite the problems, getting h im service for non-covered items was changing his mind about a car company that he thought he had made a mistake on. Subsequent investigation into the problems encountered by Mr. Smith uncovered that Volkswagen was having quality control problems resulting from the new facility located in Puebla, Mexico. Globalisation, as well as newer technological aspects included in their vehicle had upped the manufacturing degree of difficulties with respect to including features such as cruise control, automatic windows with multiple settings, variable speed air conditioning and automatic temperature control settings, fuel injected engines and other features that are commonplace fixtures in the American vehicle market. It was subsequently uncovered that Volkswagen’s J.D. Power and Associates quality rating for that model year reflected the problems associated with incorporating this new plant into the production line, as well as the fact that the model was a new design. In that year, the average number of problems that were reported in the J.D. Power survey per one hundred vehicles averaged 158 (The Car Connection, 2000). The survey was conducted among a sampling of 47,000 owners representing 2000 model year cars and light trucks showed that the Volkswagen Jetta scored 238, compared to the average of 158, with the largest Passat ranging in at 162, and the new Beetle hitting 170. Only the Jetta was being manufactured at the Mexican facility during that period (The Car Connection, 2000). Inquiries into the company’s warranty and roadside assistance program indicated that the requirement for this aspect had not been an issue in prior models as reliability had always been a model strong point. Historically, Volkswagen had manufactured vehicles in Germany and the reliability factor was insignificant in terms of assuming the internal costs for such warranty features as road side assistance, which at the time was a feature generally reserved for higher priced vehicles such a GM Buick, Oldsmobile and Cadillac models, as well as Mercury, BMW, Mercedes and similar vehicles. The company’s service department was converting to a nationalized computerized program whereby service request projections could be correlated against last visits, new car purchases and scheduled appointments. The lack of a finished system left the service department vulnerable to service request overloads owing to unforeseen events or occurrences. The Aftermath The customer relationship example indicated represents a situation in which Volkswagen was apparently unprepared for the ramifications of quality control issues at its new Mexican assembly plant which was possibly further exacerbated by the initial shake out problems traditionally associated with new model introductions. The resulting spike in quality complaints and the lack of traditionally expected resolution procedures and remedies expected in the American market, as suggested by the example utilized, pointed to an instance whereby Customer Relationship Management offered the solution that was outside of company policy and procedures. It clearly indicates the importance of a personalized relationship with the customer and working with them to resolve issues. The focus in modern day business enterprises is the understanding that Customer Relationship Management is an important tool in understanding what customers want (Lin et al, 2003, Pp 715-732). The preceding manifested itself i n the example utilized. The relationship described with Mr. Smith represents a summary look into the fundamental internal changes and external customer ramifications that increased competitive levels have created. Christopher et al (1991) overall view is that relationship marketing can help to forge a synthesis with quality management, marketing and customer service management, that the processes are basically inseparable, and that the concept is becoming a trend in terms of modern business practice. The six forces model they proposed has gained wide acceptance, and it includes customer markets, internal markets, which are the individuals and departments inside the company, referral markets, supplier markets, potential employee markets and influence markets as within the grand scope of the practice (Christopher et al, 1991, Pp 21-31). The indicated example called upon the Customer Relationship Department to engage assistance from other quarters of the operation which included no marketing individuals to see to fulfilling the customer’s concerns, the foregoing has been pointed out by Barnes (1989, Pp 11-21). Jain et al (2003, Pp 17-22) support the foregoing analysis and add that the popular as well as more important utilizations of Customer Relationship Management can be found among; Sales Market Share Profit generation New customers Customer turnover Cost Reduction Service time Customer Complaints Of the preceding list, new customers, customer turnover, service time and customer complaints were the issues addressed as a result of Mr. Smith, clearly 50% of the list. The aspect of the important to achieving operational efficiencies as well as improved bottom line performance and increased customer satisfaction has also been addressed by Bruhn (2003, Pp 178-197). He further stated that the development of these relationships over time represent the foundation for customer loyalty as well as retention (Bruhn et al, 2004). Jain et al (2003, Pp 17-22) study of Customer Relationship Management identified ten behavioural dimensions that help to identify the effectiveness of the process, and which serve as a model as well as basis for evaluating as well as recommending an approach for implementation and utilization : Attitude geared to serve: The aspect of Customer Relationship Management refers to the importance of employees having the right attitude with regard to the handling and listening to customer concerns, calls and requests. The foregoing provides clear signals to the customer that the company is interested in resolution. An understanding of expectations: Customers have certain expectations regarding the company they have purchased a product from as gathered either from acquaintances, reputation, advertising or sales personnel. Meeting or better still exceeding these expectations is an importance variable in winning them over. Perceptions of quality: The company’s marketing, advertising, word of mouth and other claims provide customers with a certain level of expectation with regard to quality. Reliability: The performance of the product must be equal to or exceed other like products in terms of reliability, and when this fails, superior service and Customer Relationship Management can balance the perception. Communication: The better the representatives of the company listen as well as communicate with the customer, the higher the level of esteem they achieve in terms of the important aspect of interaction. The content, style, manner, timing, effectiveness and rapidity of response as well as anticipation of needs are all aspects of this category. Customisation: The delivering of either products or services to meet the needs and expectations of customers is a critical component in Customer Relationship Management. Recognition: The customer represents the reason why any company is in business and thus providing them with the proper respect is an important aspect in building a successful customer relationship foundation. Keeping promises: The advertised, written or stated claims of a company represent its public face of trust. The keeping of those commitments and promises immediately is a factor in building and maintaining a successful customer relationship. Satisfaction audit: A key aspect in gauging the performance the company is having in terms of customer satisfaction is obtaining direct feedback in the form of follow up calls surveys and questionnaires. These areas are critical in determining the after effects of actions taken as well as serving as guides to further policy and behavioural processes. Retention: Retaining customers is the cornerstone of the purpose of Customer Relationship Management. The preceding aspects clearly point to the importance of ‘relationships’ (Ford, 1999, Pp 137-148) in the process of CRM as well as interpersonal interaction, reaction and anticipation in listening to, seeing to and expecting customer needs. The foregoing would have served Volkswagen well of it had utilized the proper forecasting models with regard to the incidents of problems in bringing a new model on line at a new assembly facility as well as tracking initial customer complaints and heading these off through advance communications such as letters and customer relationship telephone calls to alert customers of potential trouble spots. Gronroos (1997, P 327) refers to the foregoing as one of the prime objectives of relationship management, which he stated is â€Å"To establish, maintain and enhance relationships with customers†¦ by mutual exchange and fulfilment of promises.† Suggestions to Volkswagen, in addition to those already indicated, included the understanding that Customer Relationship Management is a proactive tool that focuses on customer retention (Little et al, 2003, P 26). The heart of the process is what Peppers et al (1995, P 48) refer to as a â€Å"†¦one-to-one†¦Ã¢â‚¬  marketing process whereby customers are treated as individuals which thus provides the company the opportunity to develop a relationship with them. The example of Mr. Smith is a singular, yet potentially universal customer encounter in that the aspects of the complaints or service requests will change, but certainly not the underlying principles. Volkswagen’s poor quality showing in 2000 as reported by J.D. Power’s ratings should have been forecast through advance vehicle testing sessions as well as having the appropriate customer relationship contact reviews and correlations in place to see a pattern developing. In making recommendations to the company, attention was called to the following: Model Forecasting This aspect entails correlating the potential for part problems based upon the newness of introduction, as well as results encountered in vehicles test sessions. Where a part indicates the propensity for a higher than acceptable norm, it should be brought to the attention of the engineering as well as Customer Relationship Department and procedures developed to either head off the problem or have set procedures in place for calls and complaints Alternative Strategies While there are set procedures as well as warranty and other guidelines in place, there will be instances whereby some customers will take exception to aspects they should have known, or that were clearly stated in literature and other materials. In these instances exception resolution could be employed to make allowances for those customers while the stated points are gently pointed out for future reference and knowledge. The foregoing can apply to warranty and other coverage’s Advance Resolution The Internet provides a perfect means to inform as well as advise customers regarding aspects of their vehicle maintenance as well as warranty coverage’s. The tool can also be utilized to interface with an interactive web site that permits them to click on or scroll across areas rather than the traditional FQ format that few people read or engage in. The utilization of an interactive tool will be more entertaining as well as informative and useful Road Side Assistance If economically feasible, this feature should be clearly pointed out as an option or made an integral part of the vehicle warranty, with the terms of loaner and other aspects clearly presented. It should be noted that this provision presently exists in Volkswagen warranty coverage’s included as standard, with the loaner provision based upon customer inconvenience. The preceding suggestions are a result of the example utilized and are borne out of the theories represented by varied authorities on Customer Relationship Management. Taylor (2002, Pp 9-10) supports the preceding as he states that there are seven key skill categories that are a part of the successful implementation of a Customer Relationship Management process: It should seek to be in harmony with the overall business plan It should be seen as a strategic business process Its purposes as well as objectives should be defined clearly and be communicated to all departments It needs to be measurable Realistic goals and objectives need to be set It needs to be adapted to specific requirements If needed, the culture of the company might need changing to comport to the Customer Relationship Management initiative The preceding demonstrates that the implementation and utilization of a well planned, thought out and fluid Customer Relationship Management process that redefines itself on a consistent basis can aid a company in an enhanced reputation, bottom line profitability and customer retention. Ahmed et al (2002, Pp 29-45) stated that it is important that the internal staff also be treated as groups with their own needs as well as demands in crafting a Customer Relationship Management process. This enables their views, goals and objectives to be considered and where feasible, incorporated. The example utilized was before the prevalence of Internet based Customer Relationship Strategies and thus this technology represents a means to provide further service to customers in an unobtrusive manner. The Internet also permits the customer relationship manager, and company, to maximize the performance of Customer Relationship Management tools and processes through more precise data collection and se gmentation methodologies which results in being able to target customer needs, preferences and predict probabilities for a more proactive approach based upon the foregoing, rather than the traditional reactive mode. Conclusion Given the period of time since the pronouncement by Peter Drucker (1954, p. 64) that â€Å"†¦ the purpose of a firm is to create and serve customers†¦Ã¢â‚¬  his vision has proved to be true. Morris et al (2001, p 98), Professor Adrian Payne of Cranfield University (2003), Chye et al (20002, Pp 1-27) Storbacka et al (2001, P 8) and a litany of others have concluded the importance of Customer Relationship Management in having an integral part in the achievement or enhancement of Sales Market Share Profit generation New customers Customer turnover Cost Reduction Service time Customer Complaints (Jain et al, 2003, Pp 17-22) Jain et al (2003, Pp 17-22) observations synthesized the foregoing into ten behavioural dimensions to identify the process effectiveness that clearly illustrates the organization wide dimensions involved: Attitude geared to serve: An understanding of expectations: Perceptions of quality: Reliability: Communication: Customisation: Recognition: Keeping promises: Satisfaction audit: Retention: The customer has, is and remains as ‘king’ and in order to keep him in the realm a company’s overall strategy must be in consort with doing all that is possible inconsideration of bottom line objectives. The foregoing illustration that utilized the Volkswagen company provided an example that incorporated a goodly percentage of the aspects as indicated by Jain et al (2003, Pp 17-22), Morris et al (2001, p 98), Professor Adrian Payne (2003), Chye et al (20002, Pp 1-27) and Storbacka et al (2001, P 8), among others. With the understanding that the customer is the purpose as well as reason for being of any enterprise, then the application of Customer Relationship Management strategies no longer is a problem, it represents an opportunity to enhance the effectiveness of the company. Little et al (2003, P 21) sums up the foregoing by stating states that relationship marketing represents â€Å"†¦ an alternative strategy to the traditional marketing mix approach â₠¬ ¦ (as) †¦ a means of obtaining sustainable competitive advantage and the best way to retain customers in the long run†. Bibliography Ahmed, Pervaiz, Rafiq, Mohammed. (2002). Marketing Tools and concepts for customer focused management. Butterworth Heineman, ISBN: 0750648384 Barnes, J., G. (1989). The Role of Internal Marketing: If the Staff Won’t Buy It, Why Should the Customer. Vol. 4, Issue 2. Irish Marketing Journal Buchanan, R., Giles, C. (1990). Value managed relationship: The key to customer retention and profitability. Vol. 8, Issue 4. European Management Journal Buttle, E. (1996) Relationship Marketing: Theory and Practice. Paul Chapman Publishing, London, The United Kingdom Bruhn, Manfred, Frommeyer, A. (2004). Development of relationship marketing constructs over time. Vol. 3, Issue 4. Journal of Relationship Marketing Christopher, M., Payne, A., Ballantyne, D. (1991). Relationship Marketing. Butterworth-Heinemann, Oxford, The United Kingdom Chye, K.H., Gerry,