Emily Murphy

Power and Influence Report – Emily Murphy To be a powerful and influential individual is to be able to convince others of a certain idea in order to get what one desires. Emily Murphy was born on March 14th 1868; she was the third child in a family of eight. Throughout her living years she accomplished things that are still to this day well recognized by the country and the British Empire all together. Her many leadership qualities led her to great success with her career and with marking Canadian history.Emily Murphy was a personality of power and influence. Women had very few rights in the early 1900s, none including political rights. They were expected to get married and have children, becoming the property of their husband. Women were not considered persons at this time; Emily Murphy had a great part in changing that. She first came up with the idea of the Dower Act. This would allow women legal rights to one third of their husband’s property. In 1916, the Alberta l egislature accepted to pass the act.She believed women should try other women in court so she sent a request for a female magistrate in the women’s court. This led her into becoming the first woman police magistrate of the British Empire. She later launched and won the â€Å"person’s case† in order to make women considered â€Å"persons† under the British North America Act of 1867. As a result, women would be qualified to sit and serve in the senate; Emily Murphy was named honorary senate after all her accomplishments regarding women’s rights.A powerful and influential individual is usually so because of the leadership traits that he or she possesses. Emily Murphy proved she was persuasive when she successfully convinced the Alberta legislature to pass the Dower act and when she influenced her request for a female magistrate in the women’s court. Murphy accomplished a lot in a short period of time because she was determined. She was also dil igent and hard working as nothing could stop her from reaching her goal of making women legally known as persons.She was capable of influencing and inspiring large numbers of people as she affected every Canadian woman’s life since the success of the person’s case. Combined, Emily Murphy’s leadership traits led her into being one of the most powerful and influential women in Canadian history. Emily Murphy was a character of great influence. Her many accomplishments and achievements will forever impact Canadian citizens. Her leadership traits led her well into reaching goals that affected positively the lives of many. Emily Murphy is an inspirational woman and truly someone to look up to.

Marketing Mix of Mcdonalds

Marketing Mix Marketing mix must focus on the product, pricing, promotion, and placement of item in order to make it successful. Marketing strategies must feature customer orientation, input, and accessibility in the fight to the top of the market. McDonald's is no different. An example of this is illustrated with a comparison of McDonalds and Wendy's. At first glance, they may appear to have roughly the same marketing mix and target markets. Both are fast food and provide similar products. However, looking closer, one can recognize that McDonald's primary target market is children ages 3-11 and their parents. McDonald's understood that the parent was making the purchasing decision, most likely based on price. What McDonald's marketing executives did was ingenious. They put a $. 50 toy in with the hamburger, french fries, and drink and gave it a special name, the â€Å"Happy Meal†. Then McDonald's marketed the Happy Meal to the kids. If you have you ever asked your child where to buy a Happy Meal, they will tell you that there is only one place you can buy one, and that is at Fun McFactsWhen Was Your McDonald's Favorite Introduced? 1955 – Hamburgers, cheeseburgers, fries, shakes, soft drinks, coffee and milk 1963 -Filet-O-Fish 968 -Big Mac and Hot Apple Pie 1973 -Quarter Pounder and Egg McMuffin 1974 -McDonaldland Cookies 1977 -Breakfast Menu 1978 -Sundaes 1979 -Happy Meals 1983 -Chicken McNuggets 1986 -Biscuit Sandwiches 1987 -Salads 1998 -McFlurry Desserts 1999 -Breakfast Bagels 2000 -Chicken McGrill and Crispy Chicken 2001 -Big N' Tasty 2003 -Premium Salads, Newman's Own ® salad dressings and McGriddles 2004 -2004 Chicken Selects ® Premium Breast Strips McDonald's. McDonald's has Ronald McDonald, playgrounds or PlayPlaces, â€Å"Happy Meals,† and fun advertisements with brightly colored â€Å"Fry Guys† or the â€Å"Cheese Burgerler†. Contrastingly, Wendy's targets a more adult market and the restaurants represent a more mature atmosphere with carpet floors and Dave Thomas advertisements. Wendy's does have children's meals that offer a toy, but overall the atmosphere attracts a different demographic group. McDonald's restaurants have a variety of strategies that apply to product, placement, promotion, and price that makes them one of the most successful, well-recognized organizations in the world. Product Strategies McDonald's marketing strategies should be looked at historically in order to see the larger picture of the firm's success. There have been so many strategies since the inception of the firm that it is difficult to account for them all, the two most memorable are the development of the â€Å"Golden Arches† and â€Å"Ronald McDonald†. These two icons have given customers a mental image of what to look for when they want quality food for a low price fast. The firm revolutionized the fast food industry and positioned itself as the market leader with low-priced, quality food and provided an entertaining atmosphere for the children. These things were what that the market wanted at the time and the firm answered in spades. The perceived secret of McDonald's success is the willingness to innovate, even while striving to achieve consistency in the operation of its many outlets. For example, its breakfast menu, salads, Chicken McNuggets, and the McLean Deluxe sandwich were all examples of how the company tried to appeal to a wider range of consumers. The long history of innovation and experimentation resulted in new profit centers like Chicken McNuggets and the breakfast menu. Innovation and experimentation also produced some disappointments like the McLean Deluxe, but inevitably experimentation in limited outlets provides McDonald's a way to retain its key strengths-quality and consistency-while continuing to evolve. The use of franchising, again, provides various perspectives that, in turn, lead to innovation for products and solutions. Franchisees agree to operate their restaurants in the â€Å"McDonald's way† but there remains room for innovation. Many ideas for new menu items come from franchisees responding to customer demand. Developing new products is crucial to any business even those that successfully relied on a limited menu for many years. As consumer tastes change, menu innovation injects enthusiasm allowing the firm to explore markets previously overlooked or ignored. The â€Å"Egg McMuffin†, for example, was introduced in 1971. This item enabled McDonald's to accommodate consumers of the breakfast market. Filet-o-Fish, Drive-thrus, and Playlands were all products or concepts developed by franchisees. McDonald's tries a few new concepts simultaneous in different parts of the country to find the most promising new menu item. Those with the most potential could be rolled out further, while the ineffective ideas could be left to die quickly. This strategy may be expensive, but the potential to unleash new areas of growth in a maturing market seems to be right in line with what McDonald's has always done. In addition to the local flavors that have been created in the US, McDonald's international restaurants have been conforming to local, regional, and ethnic tastes, too. In a recent McDonald's case study this was explained further: â€Å"For example, ‘Maharaja McBurger' is a vegetarian burger marketed in India. The special requirements for ‘Kosher' foods are followed in Israel. Similarly, McDonald's offers ‘Halal' food in Muslim countries such as Saudi Arabia, UAE, Kuwait, Indonesia, Malaysia, Pakistan, and Bangladesh. During promotions, McDonald's also introduces several other products. For example, its ‘Prosperity Burger' is popular in China, Taiwan, Hong Kong, and Singapore at the time of the Chinese New Year celebrations. In order to respond to the growing phenomenon of health consciousness, McDonald's has moved in favor of lean ground beef, 100% vegetable oil, 1% low-fat milk, low sodium, and low fat This product strategy shows that McDonald's is interested in becoming part of the culture and is looking for ways to appeal to the market internationally. McDonald's menu is based on five main ingredients: beef, chicken, bread, potatoes and milk. Their main products are hamburgers, chicken sandwiches, fries, and beverages. In addition, they serve a variety of breakfast items and desserts. Every McDonald's is uniform; you know exactly what you will get no matter what store you go in to. Although McDonald's has thousands of restaurants around the world, it standardizes menus and operating procedures in these restaurants to insure consistency throughout. To maintain consistency in the current menu while the firm tests new products to expand the product line, McDonald's relies on test marketing new menu items in pilot locations. New products are rigorously market tested so that the franchisee will have a reasonable idea of its potential before it is dded to the menu. The introduction of new products, which have already been researched and tested, considerably reduces the risk for the franchisee. The franchisees additionally benefit from the extensive national market research programs that assess consumer attitudes and perceptions. What products do they want to buy and at what price? How are they performing compared to their competitors? This approach allows the firm to id entify which items are likely to prove popular with consumers while ensuring that the company can deliver new products with consistent quality nationwide. McDonald's already has a history of doing this so it will not require major changes to its operations strategy-at least initially. If the product line-up gets too large, then the task of maintaining quality becomes exponentially harder. The trick is to consider how to eliminate some of the existing menu items when you introduce new ones, while making sure the staff is fully trained in how to execute these products successfully. McDonald's serves the world some of its favorite foods – Fries, Big Mac, Quarter Pounder, Chicken McNuggets, and the Egg McMuffin. To this end, McDonald's had done well with a limited product range. Declining per unit sales and competitors gaining ground, may indicate that McDonald's menu needs a face-lift. One way to do that is by inserting a couple of new, highly promoted menu items. This would refresh the product menu and provide new, satisfying experience for dinner consumers. McDonald's has the opportunity to apply its core competencies of rigorous adherence to quality standards and continual promotion of experimentation in new venues. Imagine McDonald's opening a new casual dining restaurant under a different name, like Mac's, and sliding away from the fast food industry. The firm could franchise that concept nationwide and target the market of consumers who have grown past fast food. McDonald's, or Mac's, meticulous approach to operations would ensure that consumers everywhere would experience the same dining experience at each restaurant. This consistency presents a wonderful advantage for consumers who don't want to be surprised with a bad meal. Consumers would expect the same as they do currently with McDonald's-the Big Mac in Minneapolis is the same as the one in Beijing . Placement Strategies McDonald's focuses on store placement and are always looking for the best locations. This strategy created some weakness in the last 10 years because it seemed that too many stores were put in some areas, cannibalizing sales from the other McDonald's. The company has also made convenience a focus, not only through how fast it serves customers, but also in the location of its outlets. Freestanding restaurants are positioned so that you are never more than a few minutes away by foot in the city or by car in the suburbs. In addition, McDonald's is tucking restaurants into schools, stores, and more . Because McDonald's has pretty well saturated the U. S. arket, it's only real opportunities for growth lie abroad, where the competition is not so cutthroat or by introducing new restaurant concepts under brands other than McDonald's. The organization's overall objective is to increase market share. In this instance, the focus is purely on localization with different strategies for different countries. Pricing could not possibly be standardized across the globe without aliena ting many countries with poorer economies, thus defeating the initial objective. McDonald's set an appropriate price for their product by looking at its competitors in each country. McDonald's is attempting to localize marketing communications due to the realization that it couldn't possibly appeal to all countries at the same time. The firm sees the necessity to â€Å"brand globally, act locally†. For example, in China it was recognized that advertising on television would be a waste of money because commercials between programs are generally ignored. Instead, McDonald's uses newspapers and magazines to promote its image. Similarly, in East Asia, McDonald's targets children in order to gain optimum results. Of course, the ultimate message (brand) is the same; the medium is what is strategically modified. Pricing Strategies McDonald's strategy is to offer quality food quickly to customers at a good value. The pricing structure for McDonald's over years has supported this message. The company strives to differentiate itself from other fast food restaurants by offering a variety of menu items that appeal to a variety of people from those who just want great hamburgers, to those who just want a quick healthy meal. McDonald's differentiates itself by offering a dollar menu, combination meals, and a free toy with Happy Meals McDonald's, over the years, has also ran many promotions to increase traffic or product sales. For instance, the most recent roll out has been the 2004 Chicken Selects premium Breast Strips. Right now, you can go to your local McDonald's and â€Å"try them free. † With this new product is offered a variation of the â€Å"usual† sauces for the Chicken Nuggest – a Chipotle Barbeque sauce is most commonly advertised. Another promotion was the â€Å"Campaign 55† where diners could buy a featured sandwich, like the Big Mac in April, for 55 cents when purchased with fries and a drink. This campaign wasn't as successful as the fast food giant found would have hoped. Many other promotions with food, toys, collectibles, videos, and other prizes have been used by McDonald's restaurants over the past 50-plus years. These promotions, some better than others, have helped to keep McDonald's growing and gaining in the fast food world. Value has been an area in which McDonald's has strengthened over time, not only with customers, but within their distribution, channel management, and logistics strategies as well Distribution, Channel Management, and Logistics. A company the size of McDonald's requires the value chain to be increasingly important. Not only does McDonald's want to add value for the customers, but also the firm looks for ways to improve the operations that makes McDonald's a more efficient business. Promotion Strategies McDonald's knows that some customers go to its stores to take a quick break from their day's activities and not because McDonald's made the food ten seconds faster than their competitors could. Therefore, McDonald's marketing executives then put together the phrase, â€Å"Have you had your break today? † They continued to develop this idea with â€Å"You deserve a break today,† and now are in the â€Å"I'm Lovin' It! mantra. â€Å"I'm Lovin' It! † doesn't seem to have as much punch as the earlier catch phrase, which still seems to be the favorite. McDonald's sees the use of these catch phrases and the use of the Golden Arches as a very successful way of differentiating the restaurants from other fast food competitors. McDonald's has taken price competition out of the picture because the customer feels they have gotten quality, convenience, service, and value – and McDonald's still makes you feel like you are getting a break in your hectic day. Creating catch phrases are only one kind of promotion, and McDonald's uses many kinds of promotions to keep the restaurants at the top of the industry. With the rise of health consciousness it has become more difficult McDonald's to compete because their reputation brands them as cheap food served fast . The firm's response to obesity claims against the organization and other unfavorable public sediment is to add healthier items to their menu and promote and offer health-conscious alternatives to the â€Å"would you like fries with that† legacy. In addition, McDonald's has modernized their advertisements, pamphlets, and website to include nutritional information and addressing diet restrictions. Breaking the unhealthy association is difficult on its own, but with media and movies such as â€Å"Supersize Me† adding to the fray, McDonald's has had to look for alternative strategies to keep consumers happy. Another promotional strategy McDonald's uses is the huge investment in sponsorship. This is also a central part of the image building process. Sponsorship of the 1998 football World Cup, the Premier League and the European Championships increases awareness of McDonald's brand . However, McDonald's still follows Ray Kroc's community beliefs today, supporting the Tidy Britain Group and the Groundwork Trust, as well as local community activities. McDonald's has become a known community partner with Ronald McDonald Houses across the nation for the use of families whose children are hospitalized and getting treatment far from home. This organization has created an image of partnership and community investment with these and other kinds of philanthropic activities . Rob Leavitt, ITSMA e-zine editor, reported in the June 2004 edition that Larry Light, McDonald's Chief Marketing Officer, railed against those claiming brands must have only one identity that appeals to increasingly fragmented audiences. Leavitt also reported, â€Å"Identifying one brand positioning, communicating it in a repetitive manner, is old-fashioned, out-of-date, out-of-touch brand communication,† he said. A brand is multidimensional. No one communication, no one message can tell a whole brand story. † According to Light, marketers that continue to follow a simplistic mass marketing approach are committing â€Å"brand suicide†. Determining which way to market McDonald's and its products is a very important decision that can either cause products to fail or take flight. These same decisions must be made in regards to the ma rketing of the company as a whole. Strategy is the name of this game.

Give a detailed analysis of the film The Sandman Essay

The theme that appears to be the most prominent is that of childhood fears. The director has exhibited this by using an abundant amount of creative and interesting camera techniques. The techniques cause us, as an audience, to become captivated in the short film’s horror. As the film begins, the mis en scene is very welcoming – a mother and her son in their residence, doing natural and everyday things. Whilst the boy is playing, his mother is sewing in a rocking chair. This leads the audience into a false sense of security, making them think that everything is perfectly fine when – in actual fact – it is the total opposite. The director does this to add to the effect of eeriness and mystery that was created in the opening scene before the title – which was a mysterious place that seemed out of this world, we get the sense that this was the case by the camera zooming down giving the sense that Earth is below. The young infant appears and acts relaxed but only before the clock chimes. After the clock chimes the boy seems to be anxious and worried of what is about to happen. To ad to the effect of suspense the director cuts from the boy, to the mother and then to the clock. This gives the audience the impression that the time signifies an important part of the day; causing the mother to stop what she and tend to her son. It is as the mother gets up that we see the insecurities of the young boy being revealed. When the mother removes the drum from around the boy’s neck and takes away his instrument sticks, we see the boy become both upset and nervous. The director has done this, I feel, to add to the child’s insecurities – making the boy feel like he is on his own. The director also conveys the child’s insecurities by using a long shot – showing the boy’s whole posture. By doing this, the director has created a sense of vulnerability. The boy also seems fairly insecure; not only within himself but also with his surrounding. The director puts this across by moving the boy’s eyes – making him look around as if he is searching for something. As the boy is looking around his mother eventually ushers her offspring to an oak door – that seems large and intimidating. The mother hands her son a miniature candle, which I believe to be a significant sign that the boy is inferior to his surroundings. To show how the boy is feeling, close-ups have been used and these show the boy’s expressions and movements. The director has done this to build up more tension and drama, giving the audience the impression that there is a lot more to come. When the little boy looks out of the large, oak door we see one of a young child’s worst fears†¦ darkness. To add an effect of urgency the director uses a montage, cutting from the boy, to the mother, to the door. Just by using this simple cutting technique the director had formed a message in the audience’s mind – what is so threatening behind the door. By doing this the impact on the audience is quite uncomfortable – making them fear for the young child. The mother comforts her son, but in a way which leads the audience to think and feel that the mother is reluctant to do so – this can therefore create further insecurities. The director has done this so, it keeps the audience still enticed within the film, and also gives the sense of anguish which the boy is feeling. The mother then forces the young child out of the door and shuts it behind him. This makes the boy seem even more vulnerable and petrified. The director conveys this by using camera techniques such as zooming and high angle shots. The camera zooms out to reveal a flight of long and gloomy stairs; ad the high vulnerability and, also, to make the audience think that the young child is diminutive and innocent compared to his surroundings. From just this short scene we can tell that, although they have a relationship, the mother and the son do not have a strong bond – which is not what should be seen from a parent and their child’s relationship. The director has also used point of view shots to show the son’s weary expressions – which are cautious and preparing for something unexpected to occur. As the boy reaches the top of the stairs the director uses zooming out to give the impression of fear and also giving the sense of tension and build up within the film. The director has also used close-ups of the boy’s face – this gives the effect that the child is terrified by the look of the hallway and stairs. When the boy enters his room the director has used a high angler shot – looking down on the boy, showing him at his most reliable stage. The audience can feel the horror through sound effects, which add both drama and tension. The direct does this to create a great deal of suspense and drama. As soon as this technique is over we see the young boy run into his room. The director uses another high angle shot to make the boy seem again vulnerable and unsafe; by using this technique the director has caused the audience to believe that the boy is not alone.

If assisted suicide is to be permitted, it is essential that Essay

If assisted suicide is to be permitted, it is essential that parliament decides on legislation which, apart from the permission - Essay Example Passive euthanasia on the other hand is not by performing the act itself, but allowing someone to commit suicide. Passive euthanasia therefore is much easily accepted as compared to active euthanasia. Euthanasia by omission is the act wherein a person intentionally hastens the death of someone by not providing normal needs like food and water, and other needs that could prolong life. There also different classifications of euthanasia, there is voluntary, involuntary and non-voluntary. Euthanasia is voluntary if the patient made the request to die. If a patient for example made no actual request due to the incapability to express it, either by the severity of illness or unfit mental state, then it will be non-voluntary. The third classification is when a patient expresses a desire to live but is killed or allowed to die anyway; it is then called involuntary euthanasia. However, there are opposing views on passive euthanasia. Many claims that this type does not intend to take life and is therefore cannot be classified as such. Failure to treat a patient due to the knowledge that it will not help the patient and stopping treatments that are not effective and is not wanted or just proves to be a burden to the patient are in this category, 1 as well as giving fatal doses of pain-killers due to the patient’s need for it to alleviate pain. These practices are in fact considered as good medical practices by the law when done right. England is probably one of the latest to tackle the ethical issues regarding assisted suicide. A number of nations in Europe such as Belgium, Netherlands and Luxembourg have legalized different forms of physician-assisted suicide in the past few years. In the U.S., the state of Oregon has also legalized this practice, by permitting doctors to prescribe fatal doses of medicine to mentally capable but fatally ill patients. The current law in England pertaining to assisted suicide, under the 961 Suicide Act, entails that encouraging or a ssisting in a suicide can face up 14 years of imprisonment. Unfortunately, it has been found that more than a hundred United Kingdom citizens opted to travel to other places in order to end their lives.2 Recently Debbie Purdy, a patient with multiple sclerosis appealed to the House of Lords which ruled after the hearing, that there is a need for greater clarity. Purdy wanted to know if her husband will be prosecuted if he will help her to go abroad to die. Draft guidance was published by Keir Starmer, the director of public prosecutions, soon after, acting out of his own free will and despite his lack of authority to change the law. The draft though has been taken into effect right away. Starmer laid down factors that could possibly influence the possible prosecution of a person which has now been updated after a consultation that received approximately 5000 submissions. Factors that are to be considered before prosecution includes whether the patient made a voluntary decision, if i s well-informed and if he is settled with the action to be undertaken. The motivation and agenda of the accused must also be emphasized, acting entirely out of compassion and not for any financial purposes or gain of it. The set of guides are intended to make individuals with a death wish dwell on whether the person they are asking help from will need to face prosecution or not. However, this guide offers no guarantees

Identify and explain the potential claims which arise from these Essay

Identify and explain the potential claims which arise from these facts. In your view does the law strike fair balance between the rights of Colin, Toby and Sue - Essay Example It may be an act of omission or commission. Tort may arise out of commission as when the defendant makes a noise by running of his mill. It may arise out of omission where the defendant does not secure his cow which then runs on the neighbour’s garden and damages his precious plantation. Occupier of premises: Usually the occupier of the premises is the owner thereof but sometimes the tenant may be the occupier, and sometimes the person who is given the charge of carrying out repairs when the landlord is living elsewhere. Trespass: Trespass is the violation of property of the claimant by the defendant. It may be caused by entering into a property which is fenced with a warning to keep out. In cases where the defendant strays on to the property because there is no other way to reach his destination the trespass id not actionable. Nuisance: Nuisance is the violation of the right to enjoyment of property, for the purposes of this paper, nuisance should be taken to mean that the act or omission is causing disturbance in the claimant’s enjoyment of the property which includes rights that arise of the land. Trespasser’s rights and liabilities: The trespasser is guilty of trespass and liable in torts for that intrusion in another’s property when he has not entered in to the property either by invitation or authority or otherwise when he has no duty to enter the premises. The circumstances give rise to multiple claims for all three parties against each other. The trespass and subsequent damage to the chicken run and loss of business caused due to the chicken straying gives rise to cause of action for Colin against Toby. Colin also has a remedy in criminal law against Toby. Under the Occupier Liability Act 1984, Toby has a claim against Colin for the physical damage suffered by him. Sue has a right of action against Colin for the nuisance caused to her due to the increased noise caused by the straying chicken. As occupier of the

HEALTH LAW AND ETHICS Essay Example | Topics and Well Written Essays - 250 words - 14

HEALTH LAW AND ETHICS - Essay Example issue but at the same time, warns them that false reporting and exaggeration can incur them loss, so that a dual-action is developed to make them honest in their reporting of the way things are going in the workplace. Hospitals can outsource the services when tough ethical decisions about resource allocation have to be made. Outsourcing is suitable particularly in the cases of ethical dilemma e.g. when there are two patients needing immediate attention of the doctor simultaneously. Another way is to always keep certain resources ready for employment on immediate basis. For example, one of the off-duty nurses can be called upon work because of shortage of nurses at a certain time but the nurse must be compensated for the unscheduled call of duty. When these options are not available, then the hospital should assess which of the subjects is in a greater need of resource allocation, and the resources must be allocated

Proposal purpose and hypothesis Essay Example | Topics and Well Written Essays - 500 words

Proposal purpose and hypothesis - Essay Example Their costs are relatively afforded. Besides, the quality of such facilities in health care provision is laudable. This comes from the attention and close interaction that patients have. This is according to assertions fronted by Caruson and MacManus in 2007. Surgeon (2006) also highlights the benefit of the facilities in providing health care reforms. The medication provided by the care centers is incomparable to conventional ways. These are according to O’Carroll (2002). The rationale behind the study is that Patient Center Medical Homes is that it offers a quality and a less costly form of health care. In doing this, the facilities used must conform to the unique requirements of the patients admitted in such centers (Miller & Moore, 1999). Health care is a mundane aspect of human existence. It is through it that humanity seeks to address the health care problems that it faces. Over the years, humanity has sought advanced ways of handling its social as well as health issues. The advent of PCMH provides a suitable way of addressing the needs of individuals. Besides, it has a unique aspect since every patient is accorded special attention. Besides, it is cheap and costly. This is what forms the rationale behind the study. The following study would be a qualitative one. The frequency of medical conditions warranting care in such facilities will be the dependent variable in the study (Chatterjee & Hevner, 2010). The time taken by patients at the facility will be the independent variable. Caruson, K., & MacManus, S.S. (2007). Protecting vulnerable populations: local government   interactions with public & private agencies serving immobile citizens. Paper presented   at the annual meeting of the American Political Science Association. Chicago, IL.  Chatterjee, S., & Hevner, A. (2010). Design Research in Information Systems: Theory and Practice. Berlin: Springer US. Spurgeon, K.,

Proposed project plan Case Study Example | Topics and Well Written Essays - 750 words

Proposed project plan - Case Study Example Efforts must be made to increase the enrollment of patients under the existing safety net programs such as the community health centers, local health clinics and public hospitals as well as Medicaid. The Medicaid care should expand its outreach to include people with low incomes and provide 100% insurance coverage, or offer coordinated health care service in association with other managed care organizations. Effective insurance market reforms must be initiated to ensure development of independent / private plans which are independent from the government run health plans in a bid to offer a level playing field to the private insurance companies. The individuals must be empowered and given a say in choosing their health care plans, and voice their opinions on the issue of insurance coverage available to them. They should be enabled to choose their own health plans and health care providers and must be included to share costs to reduce the financing burden on the federal government agen cies. 2. Existing attempts, programs and interventions implemented by the health care organizations: The federal government established laws and introduced policies in order to ensure equitable access to health care

The Significance of Corporate Social Responsibility in the Research Paper

The Significance of Corporate Social Responsibility in the Contemporary Period - Research Paper Example It is in the last three decades that numerous discourses on CSR happened (Campbell 2007). There is an assumption that the notion of CSR has contributed to the changed nature of modern organizations (Tencati & Zolsnai, 2009). Since, CSR becomes the theoretical basis for organisations to accept the truism that their responsibility is not only to secure and increase profit for the firm (Milton, 1970), but it also includes being responsible to other actors in the society that may be affected by the actions and activities of the company. The ‘noble’ intention underpinning CSR has earned the ideal wide acceptance in the business world. However, in the recent past, many are questioning the validity and ’authenticity’ of CSR because of the obvious contradictions between what some well-known corporations are doing and saying. This situation is heightened by the Enron experience, the global economic crisis that started in 2007, and the various ethical issues involving pharmaceutical companies, sweatshops, child labour and other similar cases that persist despite claims of adhering to the tenets of CSR. Thus, now some are questioning the continued importance of CSR in the midst of corporate abuses and impunities. In this regard, this research will attempt to address the problem ‘is there still a continued significance for corporate social responsibility?’ With this question, the research aims to understand the current perception of some scholars regarding the importance of CSR. Likewise, the study intends to know whether there is still a meaning for CSR in the contemporary period. Finally, it intends to determine the continued possible merits of CSR despite some impurities of some well-rated firms. In order to address the issue and achieve the objectives of the study, the research adopted a documentary analysis of some articles relevant to the research topic.

Linguistic and Literary Issues in A Tale of Two Cities Essay

Linguistic and Literary Issues in A Tale of Two Cities - Essay Example This paper is a discussion of the Linguistic and Literary Issues in â€Å"A Tale of Two Cities†.A major characteristic of â€Å"A Tale of Two Cities† by Charles Dickens is the tightly unified  subplots of the novel. Throughout the novel, the novelist has been careful in adroitly interlinking the different subplots. The novel mainly deals with two parallel plots: the love relation between Charles Darnay and Lucy Manette and the historical events connected with French Revolution. However, there are several other underlying subplots distributed throughout the three Books of the novel. They include the story of the great sacrifice by the good-for-nothing lawyer Sydney Carton, the comparison between the two cities of London and Paris, the atrocities of the aristocrats etc along with the stories within story such as the imprisonment of Dr. Manette, the story of Madame Defarge. The overall setting of the novel is based on these interconnected subplots which contribute to the each other as well as to the meaning of the novel in general. The novelist has been effective in presenting the major themes of the novel through the literary device of setting. It means that the setting of the novel which incorporates the interrelated subplots functions as a literary device to the novelist in his ultimate conveyance of the major themes. Therefore, the subplots in â€Å"A Tale of Two Cities† work in relation to each other to reveal the major themes of the novel.  

Chinese philosophy Essay Example for Free

Chinese philosophy Essay The pair lived in a time of immense social disorder and religious skepticism. They developed the notion of the Dao (way, or path) as the origin of all creation and the force (unknowable in its essence but observable in its manifestations) that lies behind the functions and changes of the natural world. Daoism Chinese religion â€Å"mirrors the social landscape of its adherents. There are as many meanings as there are vantage points.† This can be very confusing to outsiders†¦ Daoism and Confucianism existed together. At various points in one life, you might follow either. (There are many who only practice one) Due to the social disorder of the time, the question was: what is the basis of a stable, unified, and enduring social order? Their answer was the Dao. Nature, after all, was much more stable than anything humans can create. Healthy human life could flourish only in accordance with Dao. Nature, simplicity, a free-and-easy approach to life. Daoism  To be skillful and creative, they had to have inner spiritual concentration and put aside concern with externals, such as monetary rewards, fame, and praise. Artisans were typically very good at this idea. When stressed, or seeking an escape, the Daoist might retire to the countryside, or mountains and write a poem or paint a picture. This was an attempt to capture the simplicity of nature in their own lives. Daoism In Chinese society, Daoism created the Chinese love of nature It also inspired an intense affirmation of life: physical life: health, well-being, vitality, longevity, and even immortality. Some Chinese sought the fountain of youth, or herbs and plants that would extend life. This lead to the wealth of knowledge in Chinese medicine. Daoism There were kind of gods†¦ The gods and Jade Emperor could be seen as the supreme rulers. Obeying the rulers on earth would prepare you to follow him later on. The demons and ghosts of hell acted like and were treated like the bullies, outlaws, and strangers in the real world. All things were the manifestation of the one Dao.

Citric Acid Essay Example for Free

Citric Acid Essay Introduction Soft drinks contain acid and sugar. These substances contribute to tooth decay and therefore are a cause for concern. In the first part of the investigation well measure the acidity in blackcurrant juice. Labels on black currant juice drinks usually state citric acid is present in the drink, but it doesnt give you the amount of how much it contains. Dilutable soft drinks contain between 0. 15 2. 5% of citric acid research by The British Drinks Association and therefore the second part of the experiment would be to determine the concentrations of blackcurrant juice in the diluted samples. Investigation 1: Measure the acidity of the blackcurrant juice drink In order to measure the acidity of the blackcurrant juice, Ill titrate black current juice with 0. 1mol of sodium hydroxide and use a pH meter to measure its pH. Technique The technique of this experiment is titration. It is a method of chemical analysis, which is used to determine the volume of concentration needed to react with an unknown solution. Equipments needed for titration: Burette   Conical Flask   Clamp Technique of using titration method: The measurement on the burette (cm3) tells you how much solution you have poured into the substance. This is useful to find the amount of solution needed to balance with the substance. At the end of the burette, there is a small tap that allows you to control the amount of solution needed to pour into the substance. It is important to be accurate on the amount you want to put in. Therefore, right timing and quick reaction is the key skill to this experiment. There are two ways of measuring the pH: pH indicator and pH meter. pH Indicator: A pH indicator is a chemical compound. It shows the pH changes in the substance by changing its colour when added. Different indicators have different colour. They only change its colour when a certain pH is reached. pH meter: A pH meter is an electronic machine used to measure the pH in liquids. It has a special measuring probe called the glass electrode connected to the electronic meter. It will then measure and display the pH reading. Because the black current juice is darkly coloured, therefore pH indicator would not be the most suitable method for this experiment. Im going to use a pH meter for this experiment. The Science Many of the soft drinks contain acids. It is use to balance the sweetness of the sugar present in the drinks. Citric Acid is one of the most common acid uses in soft drinks. Soft drink Blackcurrant juice contains: Water, Sugar, Glucose Fructose Syrup (from wheat and maize), Blackcurrant Juice from Concentrate (4%), Citric Acid, Vitamin C, Preservatives (Sodium Benzoate, Sodium Bisulphate) and Colour (Anthocyanins) Citric Acid Citric Acid is an organic acid. We can find it from citrus fruits such as lemon and orange. It is added to soft drinks to create an acidic taste (sourness). Citric Acid also helps preserve drinks from micro-organism because of its acidity. Micro-organism can only grow and multiply in neutral condition. The reaction between Sodium Hydroxide and Citric acid: The following equation shows the reaction of whats happening during the neutralisation reaction between Citric Acid and Sodium Hydroxide: Citric Acid + Sodium Hydroxide Sodium citrate + Water C6H8O7 + 3NaOH C6H8O7Na3+ 3H2O From the equation above we have worked out 1 mole of citric acid reacts with 3 moles of sodium hydroxide (1:3 ratios). Graph Demonstration. Strong and Weak Acids Acids are vary in strength. The strength of an acid is based on the number of Hydrogen ions in the atom. Strong acids: Strong acids have a strong proclivity to donate Hydrogen+ ions. All of the strong acids such as hydrochloric acid, Sulphric acid and Nitric acid are all 100% ionised in water. This mean all the strong acid would dissolve the reaction is fully complete and no unreacted substance remains in the solution. Weak acids: Weak acids have a weak tendency to donate Hydrogen+ ions. The donation of hydrogen+ ions does not dissociate completely.

A company overview of FedEx

A company overview of FedEx US based FedEx Corporation, is a universally acclaimed corporate giant for logistics and transportation and is a conglomerate of many subsidiary companies like FedEx Express, FedEx Ground, FedEx Freight, FedEx Office, FedEx Custom Critical, FedEx Trade Networks and FedEx Services functioning under the FedEx brand name (FedEx, 2009). FedExs core competencies lie in package routing, delivery and employee relations. Frederick W. Smith instituted the FedEx Corporation in 1971 under the name Federal Express. In 1998, the Federal Express Corporation was as FDX Corporation. It was in January 2000, that the FDX Corporation was renamed as FedEx Corporation and its subsidiaries were re-branded as well. Federal Express came to be known as FedEx Express since then; the small-package ground service RPS got re-branded as FedEx Ground; the shipping provider Roberts Express got renamed as FedEx Custom Critical; Caliber Technology and contract logistics provider Caliber Logistics were united to for m FedEx Global Logistics; FedExs retail arm renamed as FedEx Office. Ever since its inception in 1971, FedEx showed extraordinary growth and truly metamorphosed into a gargantuan company. Today the company stands tall with a marked revenue upswing of $35.5 billion (though down 6% from $38.0 the previous year the loss can be mainly attributed to global economic slowdown) (FedEx Corp. 4th Qtr. Earnings, 2009, June 17). FedEx comprises of a strong workforce of more than 290,000 employees and contractors. FedEx is renowned for its various ace service and innovatory HR practices, policies and procedures. This is proven by its consistent appearance on the Fortune magazines lists Worlds Most Admired Companies, Americas Most Admired Companies and 100 Best Companies to Work for in America. FedEx enjoys nonpareil leadership in various realms of HRM such as employee motivation, employee retention, diversity of work and benefits and compensation. The key contributing factor to FedExs ginormou s success and reputation is its People-Service-Profit (PSP) philosophy according to which FedEx views human resources as the prime contributor for its profitability. Strategic HRM FedExs objectives are to offer 100% service quality, immaculate customer service and overnight parcel delivery. FedExs corporate strategy is differentiation that transcends product, market and geographic boundaries. FedExs is able to maintain its competitive edge by way of its uncanny ability to innovate and by its being leader in technology. All the HR strategies elaborated below facilitate FedEx to enjoy competitive advantage by ways of innovation, technology, human resource and management capabilities. HRM Organizational Objectives Faultless delivery of tens of thousands of packages within stipulated maximum of 48 hours with an immaculate service quality is definitely a wondrous accomplishment. Despite the fact that FedEx adopted technological innovations well ahead of time, its capability and power to provide first-rate customer service is possible chiefly because of its committed, inspired and well-trained manpower. FedEx strategically manages its manpower resources. FedExs organizational strategy is Compete collectively, Operate independently and Manage collaboratively (FedEx, 2009, Mission, Strategy, Values). FedEx Corporation aligns its HR activities with its organizational strategy and by doing so it is capable of attaining such incredible and improbable success. People-Service-Profit (PSP) doctrine religiously adopted by FedEx Corporation assures that the organizations priceless human resources are well cared for and empowered as well. Owing to the fact that the employees are taken good care of and are d elegated with more power and authority, they reciprocally take care of the organization by delivering ace quality of service thereby facilitating the organization in reaping more profits (Chang, Labovitz Rosansky, 1995, p.34; Birla, 2005, pp.9-13). Hence the People-Service-Profit (PSP) slogan forms the basis for all decisions made by the FedEx top management. Key HR Strategies FedExs core HR strategies and their alignment with organizational objectives are discussed as under: Recruitment and Selection Strategy FedEx recruits capable and qualified manpower for all hierarchical levels. It set up promotion from within policy with the intent of providing fair chance to all employees to employ their skills and competencies at work to the full (Birla, 2005, p.196). The company committed to a no lay-off policy so long as its survival is not imperilled (Frock, 2006, p.67). Communication Strategy FedEx employs several processes like Open-Door Policy (ODP) (Frock, 2006, p-204), Guaranteed Fair Treatment Program (GFTP) (Frock, 2006, p.207) and Survey-Feedback-Action (SFA) (Frock, 2006, p.206) to establish sound and good bipartite communication networks. Employees from all hierarchical levels are made to actively get involved and interact freely in the various discussion and QA programs employed by FedEx. Compensation Strategy FedEx offers extremely competitive pay schemes (Dessler, 2003, p.358). It also gives pay-for-performance incentives. It ensures fair treatment of all employees. It vouches job security for all employees. Training and Development Strategy FedExs Training strategy facilitates in fulfilling its organizational objective of cent percent customer contentment. The organization practices promotion-from-within policy. Hence it ensures that adequate and all-encompassing training comprising leadership conceptions, quality management and organizational philosophy is provided to employees belonging to all rungs of organizational hierarchy. HRM Models Harvard Model Harvard model sketches four key HR domains 1) Human Resource Flows recruitment, selection, appraisal, termination etc.; 2) Reward systems pay packaging, employee motivation etc.; 3) Employee empowerment empower and delegate employees with more power, authority and accountability; and 4) Work systems work definition, managing diversity of work and alignment of human resources (Price, 2007, pp.35-37). The above four policy areas result in the 4 Cs Commitment, Congruence, Competence and Cost-Effectiveness. The characteristics of Harvard Model of HRM that are prevalent in FedEx environment are the following: Human Resource Flows Recruitment and Selection FedEx is consistently showered with laurels such as best employer, most admired organization and great place to work. FedEx, having earned such recognition and accolades does not obviously have any trouble with enticing and luring the best work force. FedEx carries out both internal and external recruitment drives. In FedEx, collaborative effort is valued more than individual effort. Equal employment opportunities are given to skilled and competent potential candidates at all hierarchical levels. FedExs Job Change Applicant-Tracking System (JCATS) offers opportunities to irregular workers to acquire regular employment (Shen, 2007). Also FedExs Leadership Evaluation and Awareness Process (LEAP) provided employees from non-managerial positions search positions at managerial levels (Holbeche, 2001, p.294). Appraisal FedExs performance appraisal done annually relates pay hikes to individual performance. Performance goals are decided and agreed in advance but of few notable characteristics that deserve appreciation and guaranteed pay hikes are enthusiasm, team playing skills, commitment, customer orientation and technical know-how and expertise (Cook, 208, p.205). Pay reviews for hourly paid workers are done once every 6 months. Reward Systems FedExs rewards system comprises of various awards such as The Five Star Award, Super Star Award, Bravo Zulu, Circle of Excellence and Golden Falcon Award that are instituted to motivate and boost the morale of the employees and push them towards even more better performance (Mcshane, Von Glinow Sharma, 2008, p.552). Employee Empowerment FedEx caters to customers demands by even exceeding their expectations, which is why it is possible to deliver such a top-rate customer service. In order to meet and exceed customers expectations, FedEx resorted to employee empowerment (Kandula, 2004, p.143). Employee empowerment is the most established and proven means to gain competitive edge over peers. Employees are empowered to the extent of even chartering flights on their own so as to meet the customer delivery requirements. FedEx has even empowered truck drivers so that they are accountable for scheduling their delivery routes in order to meet the delivery schedule. Federal Express records Service-Quality Indicator (SQI) depending on various parameters like a) prompt delivery of shipments; b) delivering past the stipulated deadline; c) unable to track the status of the shipment within half an hour of a customers enquiry. SQIs intent is to comprehend the causes for failure and reduce such instances in order to increase custom er satisfaction. Keeping SQI at desired levels was possible due to employee empowerment. Managing work diversity FedEx won the accolade 100 Best Companies to Work For from Fortune magazine due to its capability of managing work diversity (FORTUNE, 2009, January 23). From the above four policy areas identified in the context of FedEx, we can infer the following Commitment By putting the people first as in the FedEx philosophy People-Service-Profit (PSP) and adopting various employee-friendly HR practices detailed above (recruitment, selection, rewards system, employee empowerment), the workforce will definitely remain committed to fulfilling FedExs goals. FedEx work environment is conducive to innovation and its practices are employee-friendly to ensure that they are kept motivated ever. Congruence All the HR practices outlined above have their objectives aligned perfectly with FedExs goals that is to offer unparalleled customer service. Competence FedExs core competence is its leadership in innovation, human resources and processes. FedEx with its best employer tag and excellent HR practices is able to easily attract and retain talented pool of workforce and this mainly contributes to its success in its operational area. Cost-Effectiveness Obviously, FedExs processes are cost-competitive and facilitate in a great manner to maintain the competitive edge over its competitors. Guest Model This model posits that provided a unified set of HRM practices and procedures is employed in a logical and consistent manner, with the objective of accomplishing the prescriptive objectives of great dedication, superior quality and task flexibility, then super-ordinate employee performance will ensue. Further such a collective performance excellence from employees will eventually result in superior organizational performance too. Guest models six components are 1) an HRM strategy; 2) a set of HRM policies; 3) a set of HRM outcomes; 4) behavioural outcomes; 5) performance outcomes and finally 6) financial outcomes HRM strategy FedExs strategy is differentiation that transcends product, market and geographic boundaries in order to attain 100% customer satisfaction. HRM practices policies Recruitment selection, training, appraisal, rewards, job design, involvement, job security, open-door policy, promotion-from-within, no-layoff-policy, profit-sharing policy, fair-treatment policy HRM outcomes Employee commitment, service quality and flexibility Behavioural outcomes Motivation, involvement and collaboration Performance outcomes High productivity, high innovation, low turnover, low absenteeism, less customer complaints Financial outcomes Profits, good ROI (Return on Investment) Key HRM Activities Recruitment Recruiting the right skilled and talented workforce is crucial to fulfilling FedExs organizational strategy and this becomes a key HRM activity that facilitates FedEx maintaining its competitive edge over its peers as well. The Recruitment and Selection procedures practiced at FedEx are detailed under the HR Planning and Development section below. Rewards FedEx has set up various awards that are defined below to acknowledge talent and to actuate exceedingly gifted employees (Mcshane, Von Glinow Sharma, 2008, p.552; FedEx Overview, n.d.). These awards, tokens of appreciation and accolades immensely facilitate in motivating the employees to improve and do even better and fix high standards for them as individuals and as teams. The Five Star Award The highest and best award one will get in FedEx for exceptional performance is the Five Star Award. The employee who contributes to an extraordinary extent to enhance teamwork, service quality and profitableness receives this most coveted award. Super Star Award Employees who perform consistently and are constant achievers in terms of performance deserve this Super Star award. Bravo Zulu Bravo Zulu is slang used by US Navy for well done. Employees whose performance is outstanding are sure to receive this award. Circle of Excellence Team and collaborative effort demands appreciation, recognition and encouragement. This award is one such award given to teams rather than individuals that do exceptionally good. Golden Falcon award Employees who offer extraordinary customer service by exceeding the customers expectations deserve the Golden Falcon award. Internal Communication Bipartite communication involving the top management and the employees is prevalent in FedEx Corporation. FedEx is committed to Open-Door Policy (ODP), Guaranteed Fair Treatment Program (GFTP) and Survey-Feedback-Action (SFA) in order to facilitate such a bipartite communication. Open-Door Policy (ODP) ODP facilitates employee empowerment by enabling them to call into question / to register their displeasure (or) discontent regarding various organizational policies such as hiring, career, benefits, compensation, etc. The formal accusations and charges thus registered are put forward to the open door forum and are later on forwarded to the respective official to be handled (Frock, 2006, p.204). Guaranteed Fair Treatment Program (GFTP) FedEx requires having a professional grievance handling system to cater to such a huge workforce. GFTP precisely satiates such a need. GFTP facilitates employees to record their grievances, displeasure and discontent on several aspects like disciplinary measures, appraisals, layoffs, downsizing and placements. Such issues are processed at three levels of managerial hierarchy. The manager at the first hierarchical level who is the employees immediate superior reviews the issue. Any issue that reaches second level is carefully reviewed by the Vice President of the section. If the issue is still not resolved at the second level also, then it is addressed by the Supreme Court of FedEx Corporation headed by none other than Fred Smith (Frock, 2006, p.207). Survey-Feedback-Action (SFA) FedEx instituted SFA with the purpose of enhancing employee top management relationships. Employees are made to form teams or work groups amongst themselves and chosen representatives from such teams have to complete questionnaires on several management aspects and superiors. The advent of technological innovations have facilitated setting up of on-line SFAs so as to give instant, easy and immediate access to its global team of employees (Frock, 2006, p.206). FedExs bipartite communication mechanisms described here thus let openness and transparency prevail in the operations and hence should be appreciated for the same. HR Planning and Development The core HR Planning and Development activities / processes namely the recruitment and selection, training and development and succession planning that are performed in FedEx are elaborated below: Recruitment and Selection FedExs organizational objective is to provide unrivalled quality customer service. So recruitment becomes a critical process that needs to be carried out with careful consideration. FedEx only recruits people who were ready to accept challenges and take risks and also possessed enterprising attitude. FedEx entices functional experts by providing them stock options as well as chance to work in exciting and ambitious environs. FedEx adopts a logical and well-planned procedure to carry out recruitment and selection. FedEx supports recruiting students / graduates for intern positions so as to train them for taking up challenging job offers in the future (Working at FedEx., n.d.). Roughly around 25,000 employees are recruited at FedEx for various permanent as well as ad hoc positions. Keeping pace with the technological innovations and internet, FedEx automated the whole job application and application screening procedures. Job applicants can apply online by clicking the Career Centre ico n in the FedEx home page http://www.fedex.com. Vacancies prevailed in various areas such as administrative support, aviation maintenance, customer service, e-commerce, engineering, operations, HR, IT, marketing, truck drivers, vehicle technicians etc. are updated in Personnel Records and Information System (PRISM) (FedEx Overview, n.d.). Prospective applicants can apply online for jobs that commensurate with ones skills, talent, education, training and experience. College graduates and students are also welcome to apply online for internships and permanent positions as well. Prospective candidates can complete information pertaining to their preference (job and place of work). FedEx job application system allows such prospective candidates to create and store on-line resumes. The candidate details are then checked with job eligibility criteria stored in PRISM and suitable candidates are identified. Such short-listed candidates have to further take an aptitude test that quizzes thei r Math, English and reasoning skills, followed by interview. Candidates who clear the interview further undergo a fitness examination and a background credentials check, and finally are given appointment letters. The new (online) system facilitated the screening procedure and drastically brought down the time taken for the procedure by about 50%. There is no race, gender, religion, nationality, disability or age discrimination when it comes to providing employment opportunities. Fair and equal treatment is provided to one and all at FedEx. Thus the recruitment and selection procedures at FedEx are carried out efficaciously thereby helping FedEx to maintain its competitive edge over the rest. Training and Development FedEx has a well-defined training program in place so as to train the new hires and to facilitate them to perform the tasks they are expected to. FedExs training and development program not only imparts job-specific skills and competencies but also contributes greatly to the wholesome development of human resources. FedEx provides an environment that favours continuous learning and hence stagnation of skills or plateauing is highly unlikely. New recruits are made to undergo a very effective orientation program that is formulated with the intent of making first day at office or on-boarding in general a beautiful, enjoyable and unforgettable affair. The orientation program comprised of a New Hire Orientation Kit that includes 1) letter from the CEO; 2) checklists; 3) welcome letter personalized and signed by the managers; 4) first day / first week / through the year employee work schedule. And then the kit also includes a half-an-hour video program Welcome to our World that details out the benefits and facilities of FedEx (Connor, 2003, January 1). The orientation program enabled the new recruits to become conversant with the doctrine, policies and procedures, and the type and nature of relationship between higher-ups and equals at FedEx. An on-the-job training program commences once after the orientation program is over. The training program is designed as per the type and nature of job and tasks the new recruits were required to execute. The higher-ups who are in-charge of the new recruits are also instructed as to how and in what manner the new recruits need to be provided on-the-job training. The employee types such as customer service representatives (CSRs), couriers and service agents, who have to interact more with customers were trained with extra care and significance. The training program for such CSR trainees was a rigorous eight-week schedule during which they were trained about FedExs service types and were put in conditions simulating real work environment. They were taken through computer screens which they will be required to use during their work; they were made to listen to customer live calls in order to get a flavour of the actual job environment. Tests were also conducted as part of the training p rogram and the trainees have to obtain good scores in these tests in order to complete training successfully and be put to actual work. Couriers / service agents have to successfully complete a four-week on-the-job training before being assigned to real field tasks. FedEx is a learning organization that provides a continuous learning atmosphere to facilitate honing the skills, capabilities and competencies of the employees. To evaluate the competencies and proficiencies of the employees, they are subject to taking up a job-knowledge online test once every six months. The performance of the employees becomes an employee training record and is stored in Personnel Records and Information System (PRISM). By way of such evaluation it is possible to determine the areas in which employees ought to enhance their competencies and are assisted and trained further in improving their performance. If despite being trained the employees flunk the job-knowledge tests, they have no other option but to quit FedEx. Such is the significance of periodically assessing the employees job proficiencies. FedEx started the Leadership Development Institute (LDI) during the 80s, and this was instrumental in formulating various training sessions and programs for employees from various hierarchical levels of management. The LDI backed training programs covered three subjects Core Management Principles, outdoor-based learning, and Electives. LDI was staffed by Managing Directors and senior managers together to be called as Management Preceptors. FedExs LDI recognizes leadership material by functioning the Leadership Evaluation and Awareness Process (LEAP) (FedEx Overview, n.d.). LEAP is established on various leadership attributes such as charisma, dependability, flexibility etc. Team play is crucial in this LEAP process. This program is designed to cater to and evaluate the needs and potential of all employees who evince interest and involvement in donning leadership roles. Interested candidates are made to participate in a one-day introductory classroom session Is Management For Me? in order to make them conversant with managerial capabilities and responsibilities. On successful completion of this, the candidate progresses to the next stage to finish the leadership awareness activities. During a 3-6 month period, LEAP candidates are trained and evaluated in leadership qualities. Depending on the candidates performance during this tenure, the manager makes a written recommendation by either favouring or rejecting the candidates attempt for acquiring managerial positions (Murley, 1997, p.502). Succession Planning FedEx believes in fostering and nurturing in-house talents and in promoting them to top rungs of management. FedEx also gives chances for employees from non-managerial cadres to get promoted to managerial positions. FedExs Leadership Evaluation and Awareness Process (LEAP) (Murley, 1997, p.502) was established in 1988 to enable non-managerial employees opt for managerial positions. The LEAP essentially involved assessing the leadership skills and capabilities of the employees who wish to get into managerial positions. FedEx gives preference to in-house talent and hence posts job vacancies in its on-line job portal called Job Change Applicant Tracking System (JCATS). FedEx encourages mentoring and coaching which is yet another non-formal but efficient way of succession planning. FedExs mentoring and coaching programs are carried out efficaciously in FedExs Leadership Development Institute (Murray, 2001). These are the various means by which FedEx facilitates career progression within the organization. Performance Monitoring and Enhancement The HR performance needs to be monitored regularly to enhance the effectiveness. So performance monitoring in FedEx is carried out and the various ways by which the HR performance is assessed are given below: Performance Appraisal System FedExs appraisal system links pay increases to the employees productivity and performance. Annual performance appraisals are carried out and employees are evaluated on the basis of various job-specific attributes few noteworthy ones being customer orientation, team skills, loyalty, technical expertise etc. (Cook, 208, p.205). Apart from hefty pay packages, several attractive prerequisites like 1) tuition fees reimbursement, 2) travel discounts and 3) jump-seat availability (free flight privileges for employees). All such prerequisites are provided over and above the already entitled hefty pay packages. FedEx also offers a 10% profit-sharing scheme for those valued employees. All such enticing aspects related to compensation and benefits keep the employees happy and motivated and enable FedEx to enjoy unmatched position when compared to its peers. Staff Surveys FedEx conducts staff surveys on an annual basis and this serves to be crucial business enhancement tool. Participants are supposed to provide replies to 32 questions electronically in a two week period (Mosley, n.d.). Active participation of staff has been witnessed over these years. This Survey-Feedback-Action (SFA) procedure was introduced with the objective of helping top management in deciding upon issues related to promotions. But then SFA was practiced in reality only to the magnitude of evaluating the employees belonging to the managerial cadre. The employees from various teams are supposed to respond to the 32 questions asked about their higher-ups and the overall management anonymously. The survey results are collated and tabulated and given to the concerned team managers. The managers carry on feedback sessions with the employees, conduct a detailed discussion about the survey results obtained and spot the issues which ought to be handled. Once the feedback sessions conclud e, the team members need to draft a formal plan of action to resolve the spotted issues. The plan is thereon reviewed on a regular basis to monitor the advancement of the corrective measures being carried out. Few sample questions from the survey are as follows: I feel free to tell my manager what I think My manager lets me know whats expected of me Favouritism is not a problem in my work group My manager: helps us find ways to do our jobs better The SFA helps 1) to assess the managerial performance, 2) to resolve employee problems and 3) to enhance relations at work place. Turnover rates FedEx has a very less and insignificant turnover rate of about 1 percent. This being the best employer knows the trick of successful and effective employee retention mechanisms. There is no dearth of career plans or opportunities for the FedEx employees and this is one crucial reason why FedEx is capable of successfully retaining its invaluable workforce. Promotion-from-within policy enables elevating the employees in the hierarchical rungs from within. Also employees performance, efforts and contributions are well-recognized and exceptional employees are awarded for their competencies and proficiencies. Also open and transparent communication too plays a great role in reducing the employee turnover rates. Also, employees should take pride in what they do and this is where imparting proper training to hone the employees skills becomes essential. FedEx has a well-defined on-the-job training mechanism which greatly helps in enabling the employees perform a meaningful job for which they can own pride and responsibility. Motivation and Job Satisfaction FedEx thrives on innovation. For innovation to prevail at impressive levels, creativity, productivity and discretionary efforts are prerequisites. Such attributes are fostered by high levels of employee motivation and job satisfaction experienced by the employees. FedEx has won a slew of accolades thanks to its job-satisfied and motivated workforce. FedEx environment is conducive to innovation and this in turn motivates the workforce to perform exceedingly well. HR Policy Requirements Here we compare and contrast three identified HR policies of two diverse organizations. The two organizations taken for study and comparison of HR policies are 1) Northumbria Police and 2) UCL Londons Global University. The three policies that are considered for comparison are 1) Diversity and Equality, 2) No Smoking, 3) Work life Balance HR Policy 1 Diversity and Equality Northumbria Police versus UCL Londons Global University Northumbrias Diversity and Equality Policy (Northumbria Diversity Equality, 2009, April 8) strives to boost, encourage and preserve diversity, equality and human rights and inform individuals and community about the significance of honouring equality, diversity and human rights within the Northumbria Police. The policy is formulated to evince the Northumbria police support and compliance to enforcing anti-discriminatory, equal opportunity and fair treatment measures in the workplace. UCLs Race Equality Policy (UCL Human Resources Race Equality, n.d.) aims to promote racial equality in all its functions and to value diversity of staff and student and to forbid illegal acts of racial discrimination. The Policy goes about defining racism and means of implementing the policy. UCLs Equality objectives are clearly defined and an Equality Action Framework is formulated too. Special mention about dealing with the acts of harassment and bullying is made and institution of boards and committees to keep acts of inequality under check and control. Managing work force diversity and promoting fair treatment in recruitment and selection procedures at UCL is emphasized. Both the staff and student communities are included in defining the various equality initiatives that are required to be taken as per the policy. HR Policy 2 No Smoking Northumbria Police versus UCL Londons Global University Northumbrias No Smoking Policy (Northumbria No Smoking, 2009, April 1) states about the existence of No Smoking policy within the building premises and vehicles under its control. The objectives of this policy is to 1) ascertain that non-smokers are not involuntarily exposed to tobacco smoke, 2) to educate people about the health hazards associated with smoking, 3) to help those who wish to quit smoking and 4) to accommodate smokers as well. UCLs No Smoking Policy (UCL Human Resources No Smoking, 2007, June 1) strives to create a smoke-free healthy environment f

Oppositional World Views: Plato & The Sophists Essay -- essays researc

The Sophist views and beliefs originated in Ancient Greece around 400 B.C.E. The Sophists were known as wandering rhetoricians who gave speeches to those who could afford to listen. The Sophists deeply believed in the power of rhetoric and how it could improve one’s life. Plato on the other hand was opposed to all Sophist beliefs. He viewed the Sophists as rhetorical manipulators who were only interested in how people could be persuaded that they learned the truth, regardless if it was in fact the truth. Plato basically opposed every view the Sophists held true and tried to disprove them throughout his many dialogues. The Sophists and Plato held two very contrasting views and this paper will attempt to sift through them all in hopes of illustrating each one. This paper will first focus on each group. It will begin by identifying both the Sophists and Plato and then citing the significant principles associated with each world view. This paper will then focus on how each compon ent of their world views relate specifically to rhetoric. Finally, this paper will focus on illustrating each world view by way of current newspaper editorial.   Ã‚  Ã‚  Ã‚  Ã‚  As noted, the Sophists were rooted in ancient Greece but traveled to many places, giving speeches on rhetoric to those who could afford to listen. Within their teachings, the Sophists focused on rhetorical techniques and how they could be used to successfully argue any side of an argument. They harped on the idea that through their teachings, self improvement could be achieved because those who controlled language had the power. The Sophists were relativists, which means they believed that an individual or society’s beliefs, while true for that particular individual or society, might be untrue for others. (Bizzell P. & Herzberg, B., 2001, pg. 6) The Sophists referred to this as kairos and said that because of it, there could be no absolute truth because the truth was dependent on that particular person’s point of view. They believed that the only knowledge that humans could achieve is knowledge that is probable because absolute knowledge is unattaina ble. The Sophists feel that this probable knowledge can be boiled down through what they refer to as dissoi logoi. This technique, in which each opposing side of an argument is examined in order to identify the probable truth, was developed by Protago... ..., this would be dusting away the debris (the myths) and uncovering the absolute truth of what really happened. Through rhetoric, probable truths such as McDonalds had to pay three million, are cleared out and absolute truths, McDonalds had to pay $640,000, are uncovered. (Doroshow, J. pg.1-3) This is exactly how Plato would have had it. To summarize, the Sophists were traveling rhetoricians who were paid to teach people techniques to becoming great arguers and persuaders. They were relativists who believed there was no absolute truth, only probable. This probable truth was discovered through kairos, dependent on a person’s situation, or dissoi logoi, the truth is uncovered by examining opposing arguments. The philosopher Plato was in opposition to virtually every belief the Sophists had. He believed in absolute truth and that rhetoric and discourse should be used to uncover this truth. He also believed that false rhetoric was that of the Sophists. Whether the Sophist view is correct or Plato’s view is, there is some sort of truth out there and maybe one day it can be decided as to which method best uncovered it. But until then, the debate will rage on, as it did within this paper. Oppositional World Views: Plato & The Sophists Essay -- essays researc The Sophist views and beliefs originated in Ancient Greece around 400 B.C.E. The Sophists were known as wandering rhetoricians who gave speeches to those who could afford to listen. The Sophists deeply believed in the power of rhetoric and how it could improve one’s life. Plato on the other hand was opposed to all Sophist beliefs. He viewed the Sophists as rhetorical manipulators who were only interested in how people could be persuaded that they learned the truth, regardless if it was in fact the truth. Plato basically opposed every view the Sophists held true and tried to disprove them throughout his many dialogues. The Sophists and Plato held two very contrasting views and this paper will attempt to sift through them all in hopes of illustrating each one. This paper will first focus on each group. It will begin by identifying both the Sophists and Plato and then citing the significant principles associated with each world view. This paper will then focus on how each compon ent of their world views relate specifically to rhetoric. Finally, this paper will focus on illustrating each world view by way of current newspaper editorial.   Ã‚  Ã‚  Ã‚  Ã‚  As noted, the Sophists were rooted in ancient Greece but traveled to many places, giving speeches on rhetoric to those who could afford to listen. Within their teachings, the Sophists focused on rhetorical techniques and how they could be used to successfully argue any side of an argument. They harped on the idea that through their teachings, self improvement could be achieved because those who controlled language had the power. The Sophists were relativists, which means they believed that an individual or society’s beliefs, while true for that particular individual or society, might be untrue for others. (Bizzell P. & Herzberg, B., 2001, pg. 6) The Sophists referred to this as kairos and said that because of it, there could be no absolute truth because the truth was dependent on that particular person’s point of view. They believed that the only knowledge that humans could achieve is knowledge that is probable because absolute knowledge is unattaina ble. The Sophists feel that this probable knowledge can be boiled down through what they refer to as dissoi logoi. This technique, in which each opposing side of an argument is examined in order to identify the probable truth, was developed by Protago... ..., this would be dusting away the debris (the myths) and uncovering the absolute truth of what really happened. Through rhetoric, probable truths such as McDonalds had to pay three million, are cleared out and absolute truths, McDonalds had to pay $640,000, are uncovered. (Doroshow, J. pg.1-3) This is exactly how Plato would have had it. To summarize, the Sophists were traveling rhetoricians who were paid to teach people techniques to becoming great arguers and persuaders. They were relativists who believed there was no absolute truth, only probable. This probable truth was discovered through kairos, dependent on a person’s situation, or dissoi logoi, the truth is uncovered by examining opposing arguments. The philosopher Plato was in opposition to virtually every belief the Sophists had. He believed in absolute truth and that rhetoric and discourse should be used to uncover this truth. He also believed that false rhetoric was that of the Sophists. Whether the Sophist view is correct or Plato’s view is, there is some sort of truth out there and maybe one day it can be decided as to which method best uncovered it. But until then, the debate will rage on, as it did within this paper.

Sleepless Nights and Wasted Days: Changing School Times to Benefit Stud

The alarm goes off at six am and the typical high school student is barely able to open their eyes. It is time to get up and prepare for a full day at school, about eight hours. Most teenagers, according to the National Sleep Foundation, will only get about six hours of sleep since they tend to stay up until midnight (â€Å"Should schools start later in the day?†). After getting ready, many students look forward to a nap in their first hour class despite the information they will miss. Teenagers seem to always have had trouble getting up in the morning, even earning the title of lazy from their parents. However, recent research on adolescent sleep patterns has produced a biological explanation for this tendency. This raises a serious question: why are high schools starting early in the morning when teenagers are biologically programmed to sleep in? For most cases, school start time has not been conformed to fit student physiological needs simply because of transportation iss ues. Fifty six percent of students report being tired throughout the school day, which can lead to missed information and confusion (Wysong). According to this statistic, over half the students in class are not going to achieve their maximum learning potential in school. In order to avoid this problem, a teenager's brain typically needs to sleep from 11:00 pm to 8:00 am (â€Å"High schools starting later to help sleepy teens†). However, most high schools require students to be in class as early as 7:15 or 7:30 am. As a result, many adolescents simply do not have the opportunity to get enough rest. Changing the traditional school time to start later in the day will benefit adolescent sleep cycles, promote learning, and prevent disease by regulating the body. Ideally,... ...n Context. Web. 27 Feb. 2012. Selley, Chris. "Go on, sleep in: Toronto schools mull shifting classes to 11:30 to help dozing students." Maclean's 19 Nov. 2007: 158. Gale Opposing Viewpoints In Context. Web. 18 Mar. 2012. "Should Schools Start Later in the Day?" Current Events, a Weekly Reader publication 30 Apr. 1999: 3. Gale Opposing Viewpoints In Context. Web. 17 Mar. 2012. "Sleep may reduce teens' Type 2 diabetes risk." The Canadian Broadcasting Corporation [CBC] 20 Sept. 2011. Gale Opposing Viewpoints In Context. Web. 18 Mar. 2012. Wahlstrom, Kyla L.; Davison, Mark L.; Choi, Jiyoung; & Ross, Jesse N. (2001). School start time study: Executive summary. 2001. Web. 14 Apr. 2012. Wysong, Pippa. "School daze: turn your ZZZ's into A's." Current Health 2, a Weekly Reader publication Sept. 2007: 18+. Gale Opposing Viewpoints In Context. Web. 17 Mar. 2012.

Guilt in Shakespeares Macbeth Essay -- Macbeth essays

Guilt in Macbeth      Ã‚  Ã‚   There is a large burden of guilt carried by Lady Macbeth and Macbeth in Shakespeare's tragedy Macbeth. Let's look at this situation closely in the following essay.    Fanny Kemble in "Lady Macbeth" asserts that Lady Macbeth was unconscious of her guilt, which nevertheless killed her:    A very able article, published some years ago in the National Review, on the character of Lady Macbeth, insists much upon an opinion that she died of remorse, as some palliation of her crimes, and mitigation of our detestation of them. That she died of wickedness would be, I think, a juster verdict. Remorse is consciousness of guilt . . . and that I think Lady Macbeth never had; though the unrecognized pressure of her great guilt killed her. (116-17)    In "Memoranda: Remarks on the Character of Lady Macbeth," Sarah Siddons mentions the guilt and ambition of Lady Macbeth and their effect:    [Re "I have given suck" (1.7.54ff.)] Even here, horrific as she is, she shews herself made by ambition, but not by nature, a perfectly savage creature. The very use of such a tender allusion in the midst of her dreadful language, persuades one unequivocally that she has really felt the maternal yearnings of a mother towards her babe, and that she considered this action the most enormous that ever required the strength of human nerves for its perpetration. Her language to Macbeth is the most potently eloquent that guilt could use.   (56)    Clark and Wright in their Introduction to The Complete Works of William Shakespeare explain how guilt impacts Lady Macbeth:    Having sustained her weaker husband, her own strength gives way; and in sleep, when her will cannot control her thoughts, she is p... ...    Frye, Northrop. Fools of Time: Studies in Shakespearean Tragedy. Toronto, Canada: University of Toronto Press, 1967.    Kemble, Fanny. "Lady Macbeth." Macmillan's Magazine, 17 (February 1868), p. 354-61. Rpt. in Women Reading Shakespeare 1660-1900. Ann Thompson and Sasha Roberts, eds. Manchester, UK: Manchester University Press, 1997.    Shakespeare, William. The Tragedy of Macbeth. http://chemicool.com/Shakespeare/macbeth/full.html, no lin.    Siddons, Sarah. "Memoranda: Remarks on the Character of Lady Macbeth." The Life of Mrs. Siddons. Thomas Campbell. London: Effingham Wilson, 1834. Rpt. in Women Reading Shakespeare 1660-1900. Ann Thompson and Sasha Roberts, eds. Manchester, UK: Manchester University Press, 1997.    Wilson, H. S. On the Design of Shakespearean Tragedy. Toronto, Canada: University of Toronto Press, 1957.

Although “Romeo and Juliet” Was Written by William Shakespeare in About 1600, Its Themes of Fate and Death, Love and Hate Are Enduring Concerns for Us Today. Discuss. Essay

3. Although â€Å"Romeo and Juliet† was written by William Shakespeare in about 1600, its themes of fate and death, love and hate are enduring concerns for us today. Discuss. ~ â€Å"Romeo and Juliet† is a tragedy, written by the renowned Shakespeare in the 1600’s, which has remained a popular play for many people today. It tells the story of two star crossed lovers whose fleeting romance is ended by tragedy. The reason that this play is so appealing to audiences’ today lies within the main themes of the play – love and hate, death and fate. Because of the enduring the components of these themes, the lessons and experiences found in the book can be easily relatable to the people of our time. The themes of love, which we will see comes in many forms, are all easily related to situations that many people will face in our times. Hate is also a theme which has continued from Shakespeare’s time to now and largely effects communities today. Death is a theme that everybody can relate to, and the reasons for the deaths in Romeo and Juliet can also be applied to certain people’s death. The theme fate is not so easily applica ble to today’s society as the other themes, but there are many exceptions and the concepts behind fate can still apply to us today. But the first theme to be discussed will be that of love. One of the most obvious themes in the play is Love. Within the play, there are a couple of types of love displayed – a fleeting infatuation and a genuine love. The fleeting love can be seen at the opening of the play where Romeo claims to be in love with the maiden Rosaline. His crush on Rosaline leads him to do thoughtless things, which Montague tells us when he says: â€Å"Away from the light steals home my heavy son and in his private chamber pens himself, shuts up his windows, locks fair daylight out, and makes himself an artificial night.†(Act 1, scene 1, page 29) Romeo locks himself in his room and weeps over her, but as soon as he sees Juliet, his love for her instantly vanishes. Many people can relate to this today because growing up they are bound to have brief infatuations that, although fleeting, may also make them do some unwise things. And secondly, the genuine love of Romeo and Juliet. For these two, it was love at first sight, but evidently  it was an e verlasting love. In comparison to Romeo and Rosaline’s love, Romeo and Juliet show a much deeper, passionate love. They speak to each other in poetry and are even willing to risk their lives and kill themselves for each other. In the balcony scene, Romeo even says to Juliet: â€Å"I am no pilot yet, wert thou as far as that vast shore washed with the farthest sea, I should adventure for such merchandise† (act 2, scene 2, page 52) This means that he would go to the ends of the earth, no matter how dangerous or difficult it was, just to reach Juliet. One modern example of this love would be from September 3rd 2010. Brian Wood and his pregnant wife Erin were driving to meet family when a car raced head on towards them. Brian immediately spun the wheel to the right, making sure that only he would be hit with full impact from the car. Brian was killed, but Erin walked away with only a few bruises. That is only one of many thousands examples of love that we see today. Love is a concept that can be grasped by people from around the world at any time in history. On the other hand, â€Å"Romeo and Juliet† also provides us with the theme opposite of love – hate. Hate is a strong theme in â€Å" Romeo and Juliet†, ultimately leading to the death of several characters. The opening scene of the play shows us the rivalry between the two rich families, the Montagues and Capulets. The long-lasting feud causing destruction and havoc within the city of Verona. There are many gangs today that share the same behavioural traits of the Capulets and Montagues back then. For example, there were many fights fought in the play over small issues. For example, in Act 1 Scene 1 when Sampson and Gregory see people from the house of Montague approaching, they discuss ways of provoking them to start a fight, saying things such as: â€Å"I will bite my thumb at them, which is a disgrace if they bear it† and â€Å"Draw, if you be men.†(Act 1, scene 1, page 26) The people of the Capulet house go purposely looking for a fight. Whereas the gangs today will fight over matters such as territory, respect and drug turf and will purposely go out looking for fights so they can look more superior to other gangs. Another scene where we see this theme is in the scene when Mercutio dies and Romeo says: â€Å"Away to heaven respective lenity, and fire-eyed fury be my conduct n ow!† (Act 3, scene 1, page 71) Here Romeo wants to avenge Mercutio’s death by killing Tybalt, even though he originally did not want to fight Tybalt because of his marriage to Juliet, Tybalts cousin. This can be compared to gangs, who  will not leave any type of disrespect unanswered in fear of losing their reputation or respect. Sometimes, when the hatred of one another gets out of hand, it can lead to the next theme, death. The death of six characters throughout â€Å"Romeo and Juliet† makes death significant theme, as well as presenting the play as a tragedy. All of the deaths in the play were a result of the feud between the Montagues and the Capulets, whether it was suicide or murder. The theme of death is universal theme Shakespeare highlights in his plays that has not changed through the years. Death is an everlasting concept and there will always be application for it in the world, whether it is today or 411 years ago. In order, there were the deaths of Mercutio, Tybalt, Paris, Romeo, Juliet and finally Lady Montague. The two most prominent deaths were of Romeo and Juliet who, after a failed plan to avoid Juliet’s marriage to Paris, commit suicide. Friar Laurence explains after both are found dead in the tomb, saying: â€Å"But when I came, some minute ere the time of her awakening, here untimely lay the noble Paris and true Romeo dead†¦ And she, too, desperate, would not go with me.† (Act 5, scene 3, page 115). One modern application of this happened in October 2010. In that month, there were over five cases of teenage suicide because of harassment at school due to their sexual orientation. This applies the same concepts of the suicides of Romeo and Juliet when they were not able to be with one another because of opposition. The other deaths are results of murders by the opposing side of the quarrel. There have been so many wars and gang fights in our time, it would be almost impossible to name them all. Much like the grudge between the Montagues and Capulets, many have died as a result of the fighting, when it could have otherwise been solved. The reason behind the grudge between the Montagues and Capulets had been long forgotten, as has the reasoning behind the conflict between gangs. Another factor that can also be blamed for the death of certain characters is fate. Fate is perhaps one of the most important factors in the death of the two protagonists. â€Å"Romeo and Juliet† is a tragic play where the characters have no awareness of their ensuing downfall. In the time the play is set, fate and destiny were huge concepts that were definitely factors that affected the decisions made in their lives. But in today’s society there are less and less people who think that there is anything that is meant to be or supposed to happen, and instead think about ways to get around problems and that  there are many different outcomes for each of our actions. They believe that they have their own free will and their futures are determined by the decisions they make. This theme, although not very directly, is still applicable to us now. There are still people who do believe in fate, just as in the 1600’s. There are many people such as psychics or fortune tellers who make their living out of telling people their destinies. But the majority of society may not think of their lives as being predetermined by some force, many decide to follow their gut feeling in making decisions. Before going to the Capulet’s party and meeting Juliet, Romeo says: â€Å"I fear, too early. For my mind misgives some consequence, yet hanging in the stars†(Act 1, scene 5, page 42) Here Romeo is scared and doesn’t feel as if he should go to the ball because he thinks there is an event destined by the stars that is going to happen that night. Similarly, today there are people who will base their decisions on how they feel and the consequences of that action. Almost every single person at some point in their lives will question themselves, asking things such as: What is my purpose in life? Having a purpose in life is like having a destiny. You may not know what it is, and you may not know how to find out. There are many different opportunities and choices that are met, but as you live your life, every decision that you make up to a certain point leads you to the answer of your question. There are many ideas behind the themes of Romeo and Juliet, all of which have endured down to today. With the universal concepts of the themes of love, hate, death and fate we fi nd that the lives of the Montagues and Capulets were much like the lives that we live today. Of course the situations they were in were different, but the same lessons can be learned and the same themes are applied to daily life. So as Juliet said in the balcony scene: â€Å"What’s in a name? That which we call a rose by any other word could smell as sweet.† (act 2, scene 2, page 51). Just as a rose would smell just as sweet if called by any other name, the themes of â€Å"Romeo and Juliet† and its lessons are just as impressive when applied to the different situations in different time periods.

Effectiveness of Handling Guest Complaints

EFFECTIVENESS OF HANDLING GUEST COMPLAINTS BY FRONT OFFICE DESK STAFF AS OBSERVED BY THE GUEST AT SELECTED HOTELS A Research Presented to the Faculty of College of Hospitality and Institutional Management Our Lady of Fatima University In Partial Fulfillment of the Requirements for the Degree Bachelor of Science in Hotel and Restaurant Management ROBIN JUDE B. ELAURIA KATRINA CARLA G. GERALDINO AILEEN JOY A. QUIDULIT CHRISTOPER S. ROSALES GENESIS D. C. SUSANA October 2011 ACKNOWLEDGEMENT The researchers would like to extend their earnest gratitude for the people who made it possible for them to finish this research study. This would not be achievable without the help and supervision of the following people who are their motivation in doing this research study. To the cherished guest’s of Nice Hotel most especially to Mr. Renold Zenarosa Branch Manager of Nice Hotel Mandaluyong and Mr. Lawrence Villanueva Branch Manager of Nice Hotel Cubao Quezon City who allowed us to conduct our survey for their pilot and actual study. To Ms. Maria Paz T. Castro, our adviser, who’s not tired of answering our question and few complains, teach us on how to exert effort in every task that we should do and sharing her knowledge and expertise in doing this research guiding until the final defense. To Mr. Cledante Navalta, our statistician, for their effort and time in plateful them to accomplish the statistical analysis of the research studies. To our parents who always supported us for financial all the way through the process of our research studies. Last but not the least, the omnipresent God, for answering our prayers for giving us the strength to plod on despite our  constitution  wanting to give up and throw in the towel make us realize that there’s always a key in every lock, Thank you so much Dear Lord. ABSTRACT Title: EFFECTIVENESS OF HANDLING GUEST COMPLAINTS BY FRONT OFFICE DESK STAFF AS OBSERVED BY THE GUEST AT SELECTED HOTELS Proponents: ROBIN JUDE B. ELAURIA, KATRINA CARLA G. GERALDINO, AILEEN JOY A. QUIDULIT, CHRISTOPER S. ROSALES, GENESIS D. SUSANA Adviser: MS. MARIA PAZ CASTRO Degree: BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGEMENT Date Completed: OCTOBER 2011 The researchers conducted this study to determine the Effectiveness of Handling Guest Complaints by Front Office Desk Staff as Observed by the Guest at Selected Hotels. Specifically aims to answer the following questions about the profile of the respondents, how satisfied the respondents regarding their service satisfaction, recommendations that can provide solutions to the said problems and there is no significant relationship between the satisfaction of the respondents and their demographic profile of the respondents. A descriptive method of research was used together with the questionnaire as the main instrument in gathering the needed data and information. Fifty (50) Guest at Nice Hotel in Cubao Quezon City was considered for the study. In analyzing and interpreting the data gathered, the statistical treatments used were, the percentage which was used to compare the frequencies of responses to the total number of responses, and the weighted mean which was used in measuring the Effectiveness of Handling Guest Complaints by Front Office Desk Staff as Observed by the Guest at Selected Hotels. The chi-square test is used to determine whether there is no significant relationship between the expected frequencies and the observed frequencies in one or more categories. With all the gathered information, the researchers arrived at the following conclusion: (1) most of the guests are 30-39 years old, male, guests (2) most of them are satisfied regarding the effectiveness of handling guest complaints by front office desk staff at Nice Hotel in Cubao Quezon City. (3) It was recommended that the front office desk staff of the hotel should initiate talk with the guest to get feedback about their service to improve their service. 4) In terms of age and gender there is no significant relationship between the effectiveness in handling guest’s complaints by the front office desk staff in selected hotels and their demographic profile. In terms of educational attainment and status of employment there is a significant relationship between the effectiveness in handling guest’s complaints by the front office desk staff in selected hotels and their demographic profile TABLE OF CONTENTS Page TITLE PAGE†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. i APPROVAL SHEET†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. ii ACKNOWLEDGEMENT†¦Ã¢â‚¬ ¦.. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦iii ABSTRACT†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦iv TABLE OF CONTENTS†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â ‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ v LIST OF TABLES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. †¦Ã¢â‚¬ ¦.. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. ix LIST OF FIGURES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. x CHAPTER 1. THE PROBLEM AND ITS BACKGROUND†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 1 INTRODUCTION†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦1 Background of the Study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 1 Statement of the problem†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 2 Hypothesis†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 3 Significance of the study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 3 Scope and Delimitation of the study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. Definition of terms†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 6 2. REVIEW OF RELATED LITERATURE AND RESEARCH STUDIES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦7 Related Foreign Literature†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 7 Related Local Literature†¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 8 Related Foreign Studies†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 10 Related Local Studies†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 12 Conceptual Framework†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 14 Research Paradigm†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 16 3. RESEARCH METHOLOGY†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 17 Research Design†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 17 Research Setting†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 17 Research Subject†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 18 Research Instrumentation†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 18 Validation of Instrument†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦18 Data Gathering Procedure†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦18 Statistical Treatment†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 19 4. PRESENTATION, ANALYSIS AND INTERPRETATION OF THE DATA†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦21 Demographic Profile of the Respondent†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦21 Common guest’s complaints handled by the front office desk staff in selected hotels in Manila†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦25 Summary & Chi-square test on the significant relationship between effectiveness in handling guest’s complaints by the front office desk staff in selected hotels in Manila and the demographic profile of the respondents†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 28 5. SUMMARY OF FINDINGS CONCLUSION, RECOMMENDATION†¦.. 31 Summary of findings†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 31 Conclusions†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 33 Recommendations†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦34 REFERENCES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦35 APPENDICES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 36 A. Map of Research Setting†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚ ¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦37 B. Title Approval†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦38 C. Letter of Request for Conduct of a Pilot Study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 39 D. Letter of Request for Conduct of Actual Study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 40 E. Research Instrument†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 41 F. Hypothesis Testing†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 49 G. Curriculum Vitae†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 50 List of Tables Table no. I Demographic Profile of the Respondents 1. 1 Distribution of Respondents in Terms of Age21 1. 2 Distribution of Respondents in Terms of Gender22 1. 3 Distribution of Respondents in Terms 23 of Educational Attainment 1. 4 Distribution of Respondents in Terms 23 of Status of Employment Table no. II Common guest’s complaints handled by the24 front office desk staff in selected hotels in Manila Table no. III Summary & Chi-square test on the significant 26 relationship between effectiveness in handling guest’s complaints by the front office desk staff in selected hotels in Manila and the demographic profile of the respondents List of Figures I. Conceptual Framework14 II. Figure 1 Research Paradigm16 Curriculum vitae GERALDINO, KATRINA CARLA G. Domingo de ramos street largo, Quezon city Contact no: 09461113536 Email address:[email  protected] com ————————————————- EDUCATIONAL BACKGROUND 2009-Present : Bachelor of Science in Hotel and Restaurant Management Our lady of Fatima University Hilltop Subdivision, Lagro, Quezon City 2005-2008 : Secondary Roxas National High School Roxas, San Isidro, Surigao del Norte 1999-2004 : Elementary Sto Nino Elementary School Sto Nino, San Isidro, Surigao del Norte ————————————————- PERSONAL BACKGROUND Gender: Female Age : 19 years old Birth date : June 09, 1992 Height : 5’4 Civil Status : Single ___________________________________ GERALDINO, KATRINA CARLA G. ELAURIA, ROBIN JUDE B. Blk2 Lt27 Marvi Hills, Gulod Malaya San Mateo, Rizal Mobile number: 09213336967 Email address: [email  protected] com EDUCATIONAL BACKGROUND| 2009-PresentBachelor of Science in Hotel and Restaurant Management Our lady of Fatima University Hilltop Subdivision, Lagro, Quezon City 2004-2008Secondary St. Mathhew College Miguel Cristi St. San Mateo, Rizal 1997-2003Elementary Gulod Malaya Elementary School Barangay Gulod Malaya, San Mateo Rizal PERSONAL BACKGROUND| Gender :Male Age:19 years old Birth date:November 12, 1991 Height:5’6 Civil Status:Single __________________ Robin Jude Elauria AILEEN JOY A. QUIDULIT # 6 Geronimo St. Brgy Sta Monica Novaliches Q. C Contact no: 4828615/09155459133/09239238439 E-mail add: [email  protected] com ____________________________________________________________ __________ EDUCATIONAL BACKGROUND 2007 – Present: Bachelor of Science in Hotel and Restaurant Management Our Lady of Fatima University Lagro, Novaliches Quezon City Secondary 2003 – 2007:Holy Redeemer School of Kalookan Franville V. Subd. , Caloocan City Elementary 1996 – 2003:Rosa L. Susano Elementary School Brgy. Gulod Novaliches, Quezon City PERSONAL BACKGROUND Gender :Female Age:20 yr/old Birth date:November 10, 1990 Weight:95 lbs Height:5’2’’ Civil Status:Single _______________________ AILEEN JOY A. QUIDULIT ROSALES, CHRISTOPER S. Blk 47 Lot 18 Area B lower 4 Sapang Palay City of San Jose Del Monte Bulacan Mobile number:09106184955 Email address:[email  protected] com/[email  protected] com EDUCATIONAL BACKGROUND| 2009-PresentBachelor of Science in Hotel and Restaurant Management Our lady of Fatima University Hilltop Subdivision, Lagro, Quezon City 2004-2007Associate in Hotel and Restaurant Management Academia De San Lorenzo Tialo Sto. Cristo, City of San jose Del Monte Bulacan 000-2004Secondary Sapang Palay National High School Area E Sapang Palay City of San Jose Del Monte Bulacan 1994-2000 Elementary Barangay Bagong Buhay III Elementary School Barangay Bagong Buhay III Area B SapangPalay City of SJDBMB PERSONAL BACKGROUND| Gender :Male Age:23 years old Birth date:November 05, 1987 Height:5’7 Civil Status:Single _______ _____________ Rosales, Christoper S. SUSANA GENESIS C. 83 E Maginoo St. Kalayaan Quezon,City Cell Number: 09151908382 [email  protected] com EDUCATIONAL BACKGROUND| 2009-Present Bachelor of Science in Hotel and Restaurant Mngt. Our Lady of Fatima University 1 Esperanza St. Hilltop Mansion Heigths Lagro Quezon, City 2000-2004 Amadeo National High School Amadeo, Cavite 1994-2000 Amadeo Elementary School Amadeo, Cavite PERSONAL BACKGROUND| Gender: Female Age: 23 Heigth: 5’4 Civil Status: Single _____________________ GENESIS C. SUSANA Computation Table 1 Table 1: Frequency and Percentage Distribution of Respondents in Terms of Age n=50 Age| F| P=f/n*100| %| Rank| 9 below| 3| (3/50*100)| 6| 5| 20-29| 13| (13/50*100)| 26| 2| 30-39| 17| (17/50*100)| 34| 1| 40-49| 12| (12/50*100)| 24| 3| 50 above| 5| (5/50*100)| 10| 4| Total| 50| | 100| | Computation Table 1. 1 Frequency and Percentage Distribution of Respondents in Terms of Gender n=50 Gender| F| P=f/n*100| %| Rank| Male| 27| (27/ 50*100)| 54| 1| Female| 23| (23/50*100)| 46| 2| total| 50| | 100| | Computation Table 1. 2: Frequency and Percentage Distribution of Respondents in Terms of Educational Qualification n=50 Educational Qualification| f| P=f/n*100| %| Rank| Elementary Grad. | 11| (11/50*100)| 22| 3| High School Grad. 14| (14/50*100)| 28| 2| College Grad. | 17| (17/50*100)| 34| 1| Post Grad. | 8| (8/50*100)| 16| 4| Total| 50| | 100| | Computation Table 1. 3: Frequency and Percentage Distribution of Respondents in Terms of Status of Employment n=50 Status of Employment| f| P=f/n*100| %| Rank| Worker| 19| (19/50*100)| 38| 2| Employee| 21| (21/50*100)| 42| 1| Self-employed| 10| (10/50*100)| 20| 4| Total| 50| | 100| | Table 2: Common guest’s complaints handled by the front office desk staff in selected hotels in Manila Situation| WM| Interpretation| Rank| 1. Missing of personal belonging| 3. 40| Good| 10| 2. Faulty equipments and facilities| 3. 2| Very Good| 7| 3. Lack of courtesy of the front office staff in dealing with the guest| 3. 64| Very Good| 3| 4. Slow and ineffective reservation procedures| 3. 82| Very Good| 1| 5. Neigbors intolerable noises| 3. 76| Very Good| 2| 6. Unsatisfactory of concierge| 3. 58| Very Good| 5| 7. Not well attended by front office staff| 3. 42| Good| 9| 8. Wrong room assignment or type of room given to the guest| 3. 56| Very Good| 6| 9. Poor service of the staff| 3. 48| Good| 8| 10. Delayed service of the front office desk staff| 3. 62| Very Good| 4| Grand Mean| 3. 62| Very Good| | Computation in terms of Age E=RT*CT/50Observed Age| Poor| Average| Good| Very Good| Excellent| RT| 19 below| 0| 0| 0| 3| 0| 3| 20-29| 0| 0| 5| 7| 0| 12| 30-39| 0| 0| 9| 7| 1| 17| 40-49| 0| 0| 7| 6| 0| 13| 50 above| 0| 0| 2| 3| 0| 5| CT| 0| 0| 23| 26| 1| 50| Expected Age| Poor| Average| Good| Very Good| Excellent| 19 below| 0| 0| 1. 38| 1. 56| 0. 06| 20-29| 0| 0| 5. 52| 6. 24| 0. 24| 30-39| 0| 0| 7. 82| 8. 84| 0. 34| 40-49| 0| 0| 5. 98| 6. 76| 0. 26| 50 above| 0| 0| 2. 30| 2. 60| 0. 10| | | | | | | X? =(O-E)^2/E Age| Poor| Average| Good| Very Good| Excellent| 19 below| 0| 0| 1. 38| 1. 90| 0. 06| 20-29| 0| 0| 0. 05| 0. 09| 0. 24| 30-39| 0| 0| 0. 18| 0. 38| 0. 6| 40-49| 0| 0| 0. 17| 0. 09| 0. 26| 50 above| 0| 0| 0. 04| 0. 06| 0. 10| ?X? = 5. 56 Computation in terms of Gender E=RT*CT/50Observed Gender| Poor| Average| Good| Very Good| Excellent| RT| Male| 0| 0| 13| 14| 0| 27| Female| 0| 0| 22| 27| 1| 23| CT| 0| 0| 35| 41| 1| 50| Expected Gender| Poor| Average| Good| Very Good| Excellent| Male| 0| 0| 11. 88| 14. 58| 0. 54| Female| 0| 0 | 10. 12| 12. 42| 0. 46| X? =(O-E)^2/E Gender| Poor| Average| Good| Very Good| Excellent| Male| 0| 0| 0. 11| 0. 02| 0. 54| Female| 0| 0| 0. 12| 0. 03| 0. 63| ?X? = 1. 45 Computation in terms of Educational Qualification E=RT*CT/50Observed Educational Qualification| Poor| Average| Good| Very Good| Excellent| RT| Elementary Grad. | 0| 0| 4| 7| 0| 11| High School Grad. | 0| 6| 11| 1| 0| 14| College Grad. | 0| 0| 7| 9| 1| 17| Post Grad. | 0| 0| 4| 4| 0| 8| CT| | 6| 22| 21| 1| 50| Expected Educational Attainment| Poor| Average| Good| Very Good| excellent| Elementary Graduate| 0| 1. 32| 4. 84| 4. 62| 0. 22| High School graduate| 0| 1. 68| 6. 16| 5. 88| 0. 28| College Graduate| 0| 2. 04| 7. 48| 7. 14| 0. 34| Post Graduate| 0| 0. 96| 3. 52| 3. 36| 0. 16| X? =(O-E)^2/E Educational Qualification| Poor| Average| Good| Very Good| Excellent| Elementary Grad. | 0| 1. 2| 0. 15| 1. 23| 0. 22| High School Grad. | 0| 11. 11| 0. 11| 4. 05| 0. 28| College Grad. | 0| 2. 04| 0. 03| 0. 48| 1. 28| Post Grad. | 0| 0. 96| 0. 07| 0. 12| 0. 16| ?X? = 23. 61 Computation in terms of Status of Employment E=RT*CT/50 Observed Status of Employment| Poor| Average| Good| Very Good| Excellent| RT| Worker| 0| 0| 7| 12| 0| 19| Employee| 0| 0| 6| 4| 0| 10| Self-employed| 0| 0| 9| 11| 1| 21| CT| 0| 0| 22| 27| 1| 50| Expected Status of Employment| Poor| Average| Good| Very Good| Excellent| Worker| 0| 0| 8. 36| 10. 26| 0. 38| Employee| 0| 0| 4. 40| 5. 40| 0. 20| Self-employed| 0| 0| 9. 24| 11. 34| 0. 42| X? (O-E)^2/E Status of Employment| Poor| Average| Good| Very Good| Excellent| Worker| 0| 0| 0. 22| 0. 30| 0. 38| Employee| 0| 0| 0. 58| 0. 36| 0. 20| Self-employed| 0| 0| 9. 24| 0. 01| 0. 80| ?X? = 12. 09 Table 3 Summary & Chi-square test on the significant relationship between effectiveness in handling guest’s complaints by the front office desk staff in selected hotels in Manila and the demographic profile of the respondents Demographic Profile| ComputedX? | TabulatedX? | df| ? | Comparison| Decision| Conclusion| Age| 5. 56| 15. 51| 8| 0. 05| Less than| Accept Ho| There is no significant relationship| Gender| 1. 45| 5. 9| 2| 0. 05| Less than| Accept Ho| There is no significant relationship| Educational attainment| 23. 61| 16. 92 | 9| 0. 05| Greater than| Reject Ho| There is a significant relationship| Status of Employment| 12. 09| 9. 49| 4| 0. 05| Greater than| Reject Ho| There is a significant relationship| Hypothesis Testing: Ho: There is no significant relationship between the effectiveness of handling guest complaints by the front office desk staff at selected hotels in Manila. Ha: There is a significant relationship between the effectiveness of handling guest complaints by the front office desk staff at selected hotels in Manila.