How internal marking affects service quality Essay Example

How internal marking affects service quality Essay Example How internal marking affects service quality Essay How internal marking affects service quality Essay How internal marker affects Service Quality?: The instance of Travel Expert Abstraction Service quality is viewed as client satisfaction ( Bolton and Drew 1991 ; Boulding et Al, 1993 ) , client keeping ( Reichheld and Sasser 1990 ) and positive word of oral cavity, ( Swanson and Kelley, 2001 ) .A Service quality is about ever defined in footings of client perceived quality, which in itself is a map of expected and experienced quality ( Brown et al. , 1991 ; Gronroos, 1990a ; Zeithaml et at, 1990, 1991 ) . Therefore, a service of the good quality should be adapted to the client s demands and thereby fulfill his or her demands. Service quality extremely depends on what happens to the direct actions of employees and the interactions between employees and clients particularly in service industry. Front-line contact forces are of import elements of consumers perceptual experiences every bit good as of import elements of the selling mix that impact on quality criterions. Lumsodon 1997, stated that internal selling as logical extension of the selling mix consideration to recognize their employees as assets. 1. Introduction Travel Expert is a moderate-sized IATA travel bureau in Hong Kong was established in 1986 and has a rapid growing from 1 chief office to more than 40 subdivisions within last 10 years.A It employs more than 150 staffs from diverse civilizations and backgrounds and provides specialized services managing up-market leisure travel and high quality corporate travel. In the past five old ages, Travel Expert has gained a repute for the high quality of its professional services and has become a market leader in the quickly turning leisure and corporate travel sector. Because of fast growth of the company, its human resource section recruits 4-5 travel advisers to apportion in each new subdivision lead by a subdivision director to provide to the concern growing. Erratically, concern volume dropped dramatically after six months and doing a batch of client ailments due to staff deficiency of internal communicating and inter-departmental supports led to hapless service provided to clients. Major grounds are no initiation preparation is provided for new staff one time employment has been accepted. For those who freshly join Travel Expert are non cognizant of the company s policy, patterns, processs, criterions and other demand of the company although they may hold experience elsewhere in a different set. It is critical that for human resource to develop employees who are recruited and give a clear image of the company to go portion of the specific organizational civilization and web ( Paauwe, J A ; Boselie, P. 2003 ) .Case survey for this paper explores the challenges faced to Travel Expert and how internal selling affects service quality. 2. Literature Reappraisal The construct of internal selling was foremost introduced in the mid of 1970s but was non advocated by service industry during these period. The doctrine of internal selling is treated the employees as internal clients in order to do the employees happy, their external clients will fulfill because of the employees face- to-face interacting with clients will impact service quality ( Palmer A, 2008 ) . Berry ( 1980 ) , defined in early 80s that the impression of internal selling to pattern selling to the non-marketers ( internal employees ) who serve the external clients. Lings ( 1999 ) , besides stated that back uping non merely limited to the customer-contact employees and all back uping service staffs to work as a squad to supply services to external clients are every bit of import such as accounting section, fining squad and merchandise squad who will impact on the quality of services bringing to the external customers.A Harmonizing to Kotler ( 1994 ) , internal selling must happe n before external selling and it is more reasonable for all employees to acquire ready to supply first-class service to external customers.A Internal selling procedure requires employee s engagement and committedness which align with administration s strategic program ( Mowday, Porter, A ; Steers, 1982 ) . Other concerns such as employment security and a sense of belonging will do employees to the full committed to their work force ( Pfeffer, 1995 ) ; occupation satisfaction can be viewed as one s assessment of the occupation features and emotional experiences at work ( Weiss A ; Cropanzano, 1996 ) will play an of import function of internal selling. 3. Identify Service bringing Many human resource direction and top directors seem to hold neer learnt or non of all time been taught the about clients or service and, a concern which relies on client interaction or service must gain that human capital requires committedness, attending and monitoring. Fitzsimmons A ; Fitzsimmons ( 1994, pp.295 ) say that continual betterment in productiveness and quality must be portion of its scheme and corporate civilization to accomplish competitory for a service firm.A Therefore, it is of import for Travel Expert to incorporate internal selling with its strategic direction procedure. Although a basic quality system for client service betterment or service degree understanding has ever existed, the travel advisers of Travel Expert have non been able to adhere to demands to do a batch of ailments and staff low productivities.A The grounds are ill-defined guidelines and the company s policy patterns, processs, criterions and other demand of the company.A The usual demand expressed by this client group is High quality . For the past five old ages, Travel Expert s initial construct has been a chiseled vision focused on presenting a high quality service. All strategic programs and actions are directed towards the sweetening of this really of import characteristic to pull clients in a extremely competitory market. Quality is besides identified as the prioritized public presentation aim on which the company has to stand out. Schmenner ( 1995 ) emphasizes that Quality means conformityto the service specifications as valued by clients and Olsen ( 1996 ) accent that Quali ty is concerned with providing superior benefits based on the sentiment of the client. The chase of quality is the chase of greater client benefit . It is critical hence for the company to implement an appropriate quality system to keep this of import competitory border. Furthermore, contradiction occurs between for front-line staffs need to accomplish the bi-monthly productiveness mark or pass more clip supplying professional advice to clients to keep a high quality criterion. In add-on, no initiation preparation and unequal preparation is provided are provided.A A In these fortunes, struggles occur due to the precedence of public presentation aims and alterations caused by menaces from the external environment. Conversely, the vague or deficient service categorization implies to the subdivision directors in Travel Expert that there is struggle in the demand for goods and services. Competition is fierce in today s concern environment and service quality is going progressively recognized as the premier consideration in many buying determinations. There is small uncertainty that quality is an indispensable portion of the selling mix as companies seek effectual ways to distinguish their services from those of their rivals. There are legion service quality instruments widely recognized and some writers ( Pakdil and Aydin, 2007 ; Gilbert and Wong, 2003 ; Park et al. , 2004 ) advocate SERVQUAL as an appropriate and dependable theoretical account to find the service quality. Benchmarking, Total Quality Management and ISO9000 are developed to run into the service demands. For illustration, the ISO 9000 series is a set of global criterions that establishes demands for companies quality direction systems. ISO 9000 is being used world-wide to supply a model for quality confidence therefore appropriate quality direction is of import to Travel Expert to enable it to better its quality and to supply high quality production without waste, to be error free and to increase to rush to cut down costs well. Ill-defined guidelines in company policy and the vague or deficient service categorization conveys the incorrect significance to staff at Travel Expert. Operation staff and directors do non cognize how to better the public presentation aims of the operation to accomplish the end of mistake free procedures ( internally ) and besides satisfy their clients ( externally ) by supplying error-free merchandises and services fit for the intent intended . If the operation succeeds in accomplishing all this it will give a quality advantage to Travel Expert. Designation of countries necessitating quality betterment As mentioned antecedently, quality is of the extreme importance, and in a travel bureau, client service is high on the list of precedences. Cost film editing programmes and other steps were finally brought in with the company choosing cost as a determiner of fight selling low cost inclusive Tourss as their public presentation aim. Six months following execution of the public presentation aim, there was found to be a bead of 30 per centum in both leisure and corporate travel concern due to the fact that all the travel advisers were passing their clip selling low cost bundles, concern with a of high net income border, but more clip must be spent on the client and this caused a loss. On the other manus, heavy work loads were shared by the travel advisers who stayed with the company and so at that place was non plenty manpower to function the high quality corporate travel side of the concern. Heavy work loads and the alteration in the type of client indirectly caused a alteration of staff. of competitiveness merchandising low cost inclusive Tourss as their public presentation aim. Six months following execution of the public presentation aim, there was found to be a bead of 30 per centum in both leisure and corporate travel concern due to the fact that all the travel advisers were passing their clip selling low cost bundles, concern with a of high net income border, but more clip must be spent on the client and this caused a loss. On the other manus, heavy work loads were shared by the travel advisers who stayed with the company and so at that place was non plenty manpower to function the high quality corporate travel side of the concern. Heavy work loads and the alteration in the type of client indirectly caused a alteration of staff. The challenges faced by top direction at Travel Expert were how to carry through the public presentation aims of equilibrating both costs and and quality . . The Quality System Service Classification The debut of a service categorization strategy at Travel Expert could assist to put the way of the operation and interrupt down the industry barriers. Schmenner ( 1995, pp.25 ) says that service procedures can be categorized into 4 types of operation as follows: Service Factory Service Shop Mass Service Professional Service A different grade of customization/interaction and labour strength will take to assorted challenges. ( Mention to appendixA A A ___1___ ) Different classs of services will be adopted to supply waies for bettering quality, productiveness and operating efficiency to accommodate the concern demands of a different/new client group.A A Fitzsimmons A ; Fitzsimmons ( 2000, pp.90 ) say that: Many operations will be able to adhere to their traditional operations picks, and selling force per unit areas for increased customization and the coevals of wholly new service operations that are pressed to transform themselves A A A Directors of service in any class, whether service mill, service store, mass service or professional service, portion similar challenges and it is the important for persons inA each company to happen options to get the better of the inevitable challenges or to bridge the spreads. Two types of service are in operation at Travel Expert: Leisure Travel : A The concern is operated as a: A The concern is operated as a Professional Service. There is no fixed form of bundle and the client is able to take whichever air hose they wish to go by, the hotel preferred or optional Tourss to fall in. Hence, the client seeking professional service is given single attending. The Travel Expert adviser spends much clip supplying professional advice even if merely selling to one person client, for illustration, excess attempt or energy is put into explicating the air hose service, sightseeing points at the finish, the civilization and geographic information of the finish, hotel installations and visa application processs. The form of professional service involves: High labour intensity/high interaction and high grade of customization. On the contrary, a There is no fixed form of bundle and the client is able to take whichever air hose they wish to go by, the hotel preferred or optional Tourss to fall in. Hence, the client seeking professional service is given single attending. The Travel Expert adviser spends much clip supplying prof essional advice even if merely selling to one person client, for illustration, excess attempt or energy is put into explicating the air hose service, sightseeing points at the finish, the civilization and geographic information of the finish, hotel installations and visa application processs. The form of professional service involves: High labour intensity/high interaction and high grade of customization. On the contrary, a Service Factory provides a standardised service with low labors intensity/low interaction and low customization. provides a standardised service with low labors intensity/low interaction and low customization. There was a contradiction between clients and Travel Expert once the company public presentation aim had been changed to that of selling low cost inclusive Tourss as a service mill. A spread between a client s outlooks of a service versus perceptual experience of bringing provided by Travel Expert will still supply a professional service company. The spread that was created was the disagreement between service bringing and external communicating promises to supply the accomplishment, expertness and professionalism with which the service is executed. This includes the transporting out of right executing of client instructions, grade of merchandise or service cognition exhibited by the travel adviser, the rendition of a good circuit merchandise, sound advice and the general ability to make a good job.A A A The spreads in service ( Appendix 2 ) are therefore created. Johnston A ; Clark ( 2001, pp.81 ) say that, When we talk about service quality from an operation position we normally mean the quality of the service we deliver, i.e. does it systematically meet the specification for that service? This, of class, may be different to how a client sees the service ( their perceived service quality ) , and therefore there may be a mismatch between a client s outlooks of a service and their perceptual experience of its bringing. A A A Corporate Travel: Business was carried out as Business was carried out as aService Shop. The chief aims were flexibleness and velocity in supplying a competitory service to corporate travel. A service store involves low intensity/high interaction and a high grade of customization. On the contrary, clients of a The chief aims were flexibleness and velocity in supplying a competitory service to corporate travel. A service store involves low intensity/high interaction and a high grade of customization. On the contrary, clients of a Mass Service will have an uniform service with high labors intensity/low interaction and low customization.A Past experiences by the client signifier the footing of his or her perceptual experience of the service. It is of import that the operations director of Travel Expert offers a entire experience for the client that is consistent with the coveted service bundle. The being of any one of these spreads is likely to ensue in a mismatch between outlooks and perceptual experiences ensuing in hapless sensed quality. It is hence of import that operation directors in these two sections realize the construct of their service categorizations and agreement appropriate focal point to allow public presentation aims. will have an uniform service with high labors intensity/low interaction and low customization.A Past experiences by the client signifier the footing of his or her perceptual experience of the service. It is of import that the operations director of Travel Expert offers a entire experience for the client that is consistent with the coveted service bundle. The being of any one of these spreads is likely to ensue in a mismatch between outlooks and perceptual experiences ensuing in hapless sensed quality. It is hence of import that operation directors in these two sections realize the construct of their service categorizations and agreement appropriate focal point to allow public presentation aims. Measuring the spread between expected service and sensed service is a everyday client feedback procedure and it is a step of service quality ; satisfaction is either negative or positive. A monthly study issued by Travel Expert showed an country which needs bettering as it was found in both Leisure and Corporate Travel, that delays had been experienced in answering to clients. This was identified by: Current Service Quality system Reports of telephone response ( voice mail/call dorsums ) -Automatic Call Distribution ( ACD ) showed that merely 75 % calls were returned within 30 proceedingss which was the standard clip set by the company. -Automatic Call Distribution ( ACD ) showed that merely 75 % calls were returned within 30 proceedingss which was the standard clip set by the company. Report of abandoned calls -An Automatic Call Distribution study showed that 20 calls were left unattended by travel advisers each hebdomad. -An Automatic Call Distribution study showed that 20 calls were left unattended by travel advisers each hebdomad. Letterss of ailment Around 5 letters of ailment were received each month. Around 5 letters of ailment were received each month. Survey signifiers completed by clients Feedback from two clients utilizing the leisure travel section showed that the travel adviser merely introduced a low cost bundle vacation without taking any clip patiently to orient do a honeymoon trip for them. Feedback from two clients utilizing the leisure travel section showed that the travel adviser merely introduced a low cost bundle vacation without taking any clip patiently to orient do a honeymoon trip for them. Customer service Ailments were received from corporate clients that travel advisers were non proactive and failed to guarantee the best available monetary value on paths. Merely 80 % truth in the Management Information System Report was able to be fulfilled and this was delivered to the client by the histories section. Ailments were received from corporate clients that travel advisers were non proactive and failed to guarantee the best available monetary value on paths. Merely 80 % truth in the Management Information System Report was able to be fulfilled and this was delivered to the client by the histories section. Ticket bringing some ailments were received from corporate clients that merely 75 % of tickets delivered were on clip. some ailments were received from corporate clients that merely 75 % of tickets delivered were on clip. Delaying refunds on air tickets, hotels and Tourss some ailments were received from both leisure and corporate clients that refunds were non made within a two month timeframe. some ailments were received from both leisure and corporate clients that refunds were non made within a two month timeframe. Quality Control Tools at Travel Expert As antecedently described, a basic quality system for the Level of Service Agreement has been implemented by Travel Expert. This is reviewed annually in the Level of Service Agreement and is provided by operations directors so that each member of staff may supervise the public presentation of service of other members of staff. In this Level of Service Agreement, the bulk of factors involve client service demands and the contents included are as follows: and is provided by operations directors so that each member of staff may supervise the public presentation of service of other members of staff. In this Level of Service Agreement, the bulk of factors involve client service demands and the contents included are as follows: Limit abandoned calls 10 % . Turn around clip for voice mail or call dorsums within 30 proceedingss. Answer all entrance calls within 3 rings. Keep calls on clasp for under 2 proceedingss. Greet clients in complete sentences. Offer other side merchandises eg. insurance, auto lease, hotel adjustment, optional Tourss as a standard demand. A missive of ailment missive must be acknowledged within 2 hours and handled within 2 yearss. Survey signifiers are a method to mensurate external public presentation by seeking sentiments from corporate travel clients quarterly to better the reserve procedure, enhance reactivity, salvage on cost and bring forth reserve truth. Travel Consultant Performance Appraisal is to be carried out at the terminal of the twelvemonth. The assessment will sum up the overall public presentation of the travel adviser throughout the whole twelvemonth. This Level of Service Agreement is the nucleus tool to mensurate the public presentation of staff. Nevertheless, ill-defined guidelines, company policy, vague or deficient service categorization and revised public presentation aim caused mishandling and hapless service to clients. On the other manus, it was demonstrated in the monthly study that the jobs were non merely happening with front-line staff but besides back-office staff ( couriers for ticket bringing and accounting staff for refunds/MIS studies ) .A A A Quality Improvement Definition of Quality: A A Fitzsimmons and Fitzsimmons ( 2001, pp.12 ) say that: Successful growing of the service sector will depend on invention and skilled direction that will advance an moral principle of uninterrupted betterment in quality and productiveness Due to fortunes whereby ailments were received from clients and mishandled, a quality system specializer was invited to ease a major quality betterment programme.A This was conceived as a extremist betterment through the execution of a break-through programme-Business procedure re-engineering ( BPR ) .A BPR is typical of the extremist discovery manner of undertaking betterment. It is blend of a figure of thoughts which have been used in operations direction for some clip. The just-in-time construct, procedure flow charting, critical scrutiny in method survey, operations web direction and customer-focused operations all contribute to the BPR redesign procedure. Hammer A ; Champy ( 1993, pp.32 ) define BPR as: The cardinal rethinking and extremist design of concern procedures to accomplish dramatic betterments in critical, modern-day steps of public presentation, such as cost, quality, service and velocity It shortly became evident nevertheless that the BPR undertaking was non accomplishing the anticipated sustainable betterments and it besides became clear that BPR is frequently treated as the latest direction craze. BPR attempts to fling uneconomical activities and concentrate on simpleness and logical ordination. Information engineering has a critical function to play as the cardinal enabler of concern procedures. The frequently important usage of information engineering enables extremist alterations but besides create a beginning of complexness that can sabotage betterment. Implementing BPR requires the formation of a high-ranking squad with a title-holder to co-ordinate action and besides requires a clear apprehension of current procedures, facilitated by procedure function. On the other manus, insufficient accomplishments for employees to get by with the new organisation will do defeat and interrupt to routine work during alteration programme. BPR is clearly a hazardous activity, both because current procedures are rejected and besides because of the high capital outgo required and frequent trust on information engineering. Another cardinal factor in its failure is, because BPR topographic points accent on concern procedures, systems and construction, the people factor tends to be overlooked, ignored or under-estimated ( Clark 1995, pp.68 ) . Indeed, because of the occupation losingss incurred in such extremist alteration, BPR has become synonymous with acquiring rid of staff or retrenchment. The company is hence recommended to see a uninterrupted betterment programme to heighten its quality public presentation, as although there will non be extremist alteration, a impulse of betterment can be built up bit by bit. Yasin and Zimmerer ( 1995 ) say that: The aim of the uninterrupted quality betterment attempt is to guarantee inter-quality and attachment to procedure criterions, therefore forestalling dearly-won internal failure and the jobs associated with it Introduction to Total Quality Management Travel Expert evaluated that the Breakthrough attack did non bring forth a important upturn and hence introduced the Entire Quality Management ( TQM ) attack as a solution frontward bettering the organization.A TQM is focused on service and involves non merely actuating people, but besides put ining systems to prolong uninterrupted improvement.A It begins with the top direction undergoing a vision alliance and all sections are to organize with each other to accomplish the common goal.A A Execution of Entire Quality Management Deming ( 1992, pp.23-96 ) provided an extended list of ways that statistical thought can be good in service houses and in the administrative maps of all sorts of organizations.A The basic doctrine is that quality and productiveness addition as process variableness lessenings. Harmonizing to Deming ( 1992, pp.23-96 ) there are 14 points for quality betterment: Create stability of intent Adopt a new doctrine Cease dependance on review End presenting concern on monetary value Improve invariably the system of production and service Institute preparation on the occupation Institute leading Drive out fright Break down barriers between sections Eliminate mottos and exhortations Eliminate quotas and work criterion Give people pride in their occupation Institute instruction and self-improvement plans Put everyone to work to carry through it A company-wide quality-improvement programme assumes that all employees have the capacity for self-motivation and originative idea. Employees are given support, and their thoughts are solicited in an environment of common dignity. The PDCA rhythm is the sequence of activities which is undertaken on a cyclical footing to better activities. ( Deming, 1982 ) as explained below, the acronym PDCA is as follows: Plan collection and analysing informations associating to the country of improvement.A Plan action to be taken. Make present the action to be taken Check step and confirm the consequences Act rectify as appropriate A TQM attack aims to run into the demands and outlooks of clients and implies seting clients as top precedence for all quality determination making.A This could nevertheless be really hard because perceptual experience and outlook of service from each different person will vary.A Percepts of the public presentation of a merchandise have been studied by Swan and Comb ( 1994, pp.64-83 ) .A They differentiate instrumental public presentation, which is a map of the merchandise, from expressive public presentation, which is a map of those properties of the merchandise which are related to a psychological degree of satisfaction. Psychological satisfaction from a merchandise or service will be influenced by a figure of factors such as the temper of the client and the feeling of the client towards the individual presenting the merchandise or service. These factors are subjective and personal. Other factors upseting client satisfaction are the 5 service spreads in the Service Quality Model as outlined in Appendix 2.A For Travel Expert, the outlook from the leisure travel clients is defined as premium guest service. They required in deepness inside informations about their travel such as the quality of air hose service and hotels, attractive forces, transit information and visa demands of the destination.A A The outlook from the corporate travel client is on the other manus of flexible and rapid service.A Harmonizing to Muhlemann and Lockyer, 1992, pp.97-103, for an organisation to be genuinely effectual, every individual portion of it, each section, each activity, and each individual and each degree including top direction, must work decently together, because every individual and every activity affects and in bend is affected by others. TQM recognizes the fact that everyone is a client ( internal client ) to person ( provider ) within the organization.A The construct of internal client and provider and the internal customer-supplier relationship are to be introduced in TQM.A Whenever, jobs arise anyplace in this relationship, the service will be disturbed.A Mistakes happening in any micro operation will finally impact the service to the clients. Everyone in the organisation is capable of bettering the public presentation and assisting others in the organisation to better theirs.A As mentioned in the quality related cost earlier, it is each individual s duty to acquire quality right which can cut down the costs taking to quality betterments. Hostage ( 1975, pp.98-106 ) say that: Employees must themselves be happy to be able to delight clients The concern of a service company will be affected by the service delivered to the client and hence, the service forces who have direct contact with the clients need non merely to be good trained, but besides to be happy about their work. Travel Expert scheduled a figure of direction strategic planning Sessionss led by the General Manager to discourse and aline the direction schemes and practices.A A After the aims and action programs were laid-down, the director of each functional squad communicated with the frontline employees.A Employees hence understood the ground why and how to accomplish the objectives.A Employee involvement and engagement are indispensable for uninterrupted betterment and there must be a committedness and construction to the development of Travel Expert employees, with acknowledgment that they are an plus that appreciates over clip. This shifts the accent fromreactive( waiting for something to go on ) toproactive( making something before anything happens ) a alteration in the position of quality costs that has come about with a motion from an inspect-in ( appraisal-driven ) attack, to a design-in ( acquiring it right first clip ) attack. Service is an experience for the client and any failure becomes a narrative for that client to others. Service directors must acknowledge that disgruntled clients non merely will take their hereafter concern elsewhere but besides tell others about the unhappy experience, therefore ensuing in a important loss of future concern. Quality costs are normally classified into bar costs, assessment costs, internal failure cos

Using Sentence Connectors to Express Complex Ideas

Using Sentence Connectors to Express Complex Ideas Once you have mastered the basics of correct usage in written English, you will want to express yourself in increasingly complex ways. Sentence connectors are used to express relationships between ideas and to combine sentences and are one of the best ways to improve and add sophistication to your writing.   Sentence connectors are also referred to as linking language. There are a number of forms of sentence connections such as: Conjunctions, which connect two simple ideas: The teacher discussed French and German history. Coordinating conjunctions, which  connect two phrases or simple sentences: Jennifer would like to visit Rome, and she would like to spend some time in Naples. Subordinating conjunctions, which  connect a dependent and an independent clause: Just as its important to win, its important to play the game.   Conjunctive adverbs are used to connect one sentence to another: Children get plenty of exercise at our school. Similarly, they enjoy extensive art programs. Prepositions must be used with nouns rather than full phrases: Like Seattle, Tacoma is located on the Puget Sound in the state of Washington. Sentence connectors are used for many tasks. For example they can indicate  additional information. Not only do students have to take weekly tests, but they are also required to take pop-quizzes throughout the term.The company needs to invest more heavily in research and development. In addition, we need to improve our manufacturing facilities. Sentence connectors can indicate opposition  or contrast between ideas.   Mary asked for another week to complete the project although she had already spent three weeks in preparation.Despite the economic growth of the past eight years, most middle class citizens are having difficult making ends meet.    Connectors can also  show the cause and effect  of certain actions or when explaining the reasons for decisions. We decided to hire three more employees because sales were increasing rapidly.The sales department developed a new marketing campaign. As a result, sales have risen by more than 50% over the last six months.   English also uses sentence connectors to  contrast information. On the one hand, they have improved their language skills. On the other hand, they still need to improve their understanding of basic math.Unlike the nineteenth century, the twentieth century saw science become the leading subject in universities around the world.   Finally, use subordinating conjunctions such as if or unless to  express conditions  when connecting ideas in English.   Unless Tom can complete the project by the end of next week, we wont win the contract with the city government.  Focus your energies on your studies while at college. Otherwise, youll be left with a lot of debt and no diploma.   Type of Connector Connector(s) Examples Coordinating Conjunction and...too High level positions are stressful, and can be harmful to your health too.Customers are satisfied with our sales, and they feel our marketing team is friendly too. Subordinating conjunction just as Just as high level positions are stressful, they can be harmful to your health.Just as students need a vacation from studies, employees require some downtime in order to bring their best efforts to work. Conjunctive adverbs similarly, in comparison High level positions are stressful at times. Similarly, they can be harmful to your health.Students from Asian countries tend to be excellent at grammar. In comparison, European students often excel in conversational skills. Prepositions like, similar to Similar to other important professions, high level business positions are stressful at times.Like the healthy pursuit of free time activities, success in the workplace or at school is essential to a well-rounded individual.

WOTS UP Analysis and Company Capability Profile for Roche Essay

WOTS UP Analysis and Company Capability Profile for Roche - Essay Example The paper tells that throughout the years, Roche has followed a policy of making strategic acquisitions and divestures to position the company for growth and ensure it remains at the forefront of the health industry. It is important to provide a safe, quality, and cost efficient products in order to open up new avenues for growth. However, in order to build on these the company needs to overcome the strengths and weaknesses to have a strong stage for future growth. The Company Capability Profile, which examines a company's Strengths and Weaknesses by assess the degree of its Managerial, Competitive, Financial, and Technical Strength and Weakness. In order for this to happen, the establishment must perform a company capability profile to assess its internal environment for particular strengths and weaknesses that must be addressed. Finally, a strategic position and action evaluation takes into account the firm’s financial strengths and competitive advantages with respect to the strength of its industry and the overall environmental stability. WOTS-UP Analysis, short for as Weaknesses, Opportunities, Threats, and Strength, is a highly effective method used for information gathered via a funnel process. This will help the Planning Committee highlight major issues and then narrow them to the few that are most vital. These decisions will help create a mission statement, select priority roles, and identify goals and objectives. WOTS-UP Analysis captures the strengths and weakness within Roche and the opportunities and threats that exist in their surroundings. ... also be done to takes into account the firm's financial strengths and competitive advantages with respect to the strength of its industry and the overall environmental stability. WOTS-UPp Analysis By: Michelle Wong WOTS-UPp Analysis, short for as Weaknesses, Opportunities, Threats, and Strength, is a highly effective method used for synthesizing information gathered on aspects that may be internal or external to the company via a funnel process. This will helps the companyPlanning Committee highlight major issues and then narrow them to the few that are most vital. These decisions will help create a mission statement, select priority roles, and identify goals and objectives. WOTS-UPp Analysis captures the Sstrengths and Wweaknesses within Roche and the Oopportunities and Tthreats that exist outside in theirits surroundings. These analyses emphasize areas to be leveraged and stress areas for improvement within the firm and within their industry and market. iv Company Capability Profile: Roche Central Nervous System Segment Company Capability Profile: Central Nervous System By: Michelle Wong Managerial Factors By: Michelle Wong The key to reviving Roche's own drug development is new to emphasize value-based management, more consistent with the systematic "Winning For The Future" manifesto. Especially Wwithin the past decades especially, Roche played a much less significant role in the Central Nervous System segment of the pharmaceuticals market, which accounted for which accounted for .16% of the market share globally. Although, Rocheit is managesing to exceed its limitsobjectives in its Oncology and Diagnostic segments, but if Roche does not stand uptake action and start to learn how to balance in all segments then Roche's corporate image will be

Speedy feet athletics club systems analysis Assignment

Speedy feet athletics club systems analysis - Assignment Example He will then come up with the calendar of the competitions that will be done in a given season. iii. Hannah (Venues Advisor) is the person responsible with managing venues and the facilities that are available in each of the venues. Hannah is responsible with ensuring that the venues are in good condition for the competitions that are coming. iv. Timekeeper is the person who is responsible with ensuring that time is followed and all activities are done according to the stipulated time. v. Athlete is key person taking place in in the competition. User specifications From the use case diagram, the use case that I will give specifications is that of Ethan, the club competition advisor. He manages most of the processes that happen within the club. He ensures that the athletes get the calendar and make sure that the venues are in order. He compiles the calendar basing on the facilities that are available in each of the venue. Some of the user specifications for the competitions advisor ar e stated below: i. The system should be able to give the available venues that competition can take place ii. The system should give the athletes that have been accepted to take part in the competition in a given season iii. It should give the facilities that are available in a given venue so that the competition can be scheduled basing on this information iv. The it should give the days that competitions can take place v. It should list the people who can supervise the various competitions vi. It should give the list of the athletes that have been rejected so that letters can be sent to them vii. It should be able to send letters to rejected athletes viii. It should have the time keepers who will manage the time of the competitions. Usability goals Basing on the competitions advisor, the usability goals that are required include: i. Effectiveness. Will the system do what is designed to do? The system should do what has been designed to do. The effort to come up with a list of compe titions and athletes for a given season. ii. Utility. Does the system, provide enough utility to carry out tasks that are done by a competitions advisor as natural as possible? The usability of the system should be able to accommodate a range of tasks that are normally done by competitions advisor. iii. Efficiency. This usability goal tries to answer the question of time. How long will the competitions advisor take to handle issues that are at hand? The new system should be efficient so that it takes less time to perform the tasks designed to perform. It should take less time to perform tasks that have been designed to be done. It should be faster while scheduling and compiling the calendar (Dennis, Wixom & Roth 2008). User experience goals The system should be able to enhance the experience of the user when using the system. In our case example, the following are the user experience that is required for the competitions advisor: i. Should be satisfying. The system should satisfy th e needs of the competitions advisor so that he is able to be productive in what he does. It should be productive and meet the needs of a competitions advisor. ii. The system should also be rewarding. The competitions advisor should be able to feel that he has been productive in undertaking the tasks that have been assigned to him. The competitions advisor should be in a position to undertake the tasks that have been assigned and be able to undertake what has he has been doing in the manual process and

Personal Interview of a Friend Essay -- Interviews essays research pap

I interview my friend, Tim F. Mr. F was born on January 08, 1976 Cleveland, Ohio to M. J. and J. F. Mr. F. prefers to be addressed as Tim. He is mixed, Tim’s mother is mixed with black and white and his father is black. His dad left them when he was twelve years old but still came around every now and again. She remarried when he was eighteen. He is an African American male at the age of twenty-eight. He came from a middle class family, but his had more money than she leaded him believe. He was an only child but he had plenty aunt and uncles to go around. His mother came from a big family. She had three older brothers, two younger sisters and a younger brother. She was the middle child. Having three older brothers they always were harder on her she said, because she was the oldest of the younger girls. That’s why he felt that his mother was so hard on him. Mr. F is a kind-hearted person. I thought I knew Mr. F very well until I did this interview. He showed a side that I never knew he had. Mr. F attends New Harvest Church. Mr. F currently stays here in Montgomery, Alabama with his daughter Nicole. Instead of going to college Mr. F joined the Marines at the age of twenty-three. He wanted to make a better life for his self because he said that he was going to end up dead or in jail and that is two places that he did not want to be. Mr. F felt like the Marines would be the best route to not only developing him into manhood but also providing him with the best thing to do. â€Å"I wanted to be a better person and open up doors of opportunity for myself. I wanted to provide for my family, buy a house and be able to live comfortably. During the four years he was in the Marines, Mr. F traveled thought the United States and around the world to Japan, Australia, Korea, Panama and the Philippines while traveling he was available to get numerous certification in computer programming.   Ã‚  Ã‚  Ã‚  Ã‚  Mr. F lives in Town Lakes in Montgomery, Alabama upper class area. He is one of a few black neighbors in the whole neighborhood. Sometimes he feels that he should have not moved out there, because he wants his daughter to feel what it is like to not be handed everything in life. Mr. F loves his daughter to no end, but Nicole’s mother on the other hand, he say he could just live without. Mr. F weakness is he gives into his daughter too easily. As a child Mr. F he often found himsel... ...the question. That is one thing that I feel that I did not do enough of, is to keep on and stay on track of the answering of certain questions. He had seemed to be in a fun mood the day we did the interview. Earlier that week he and his mother got into a disagreement about something. He did not say what it was at the time but now I know it was because Mrs. J-F was upset because she has not seen her grand-daughter in almost a year. I was pleased to that he agreed to do the interview, after having a bad week earlier. When I told him that I would be video taping him he was ecstatic. He was in a playful mood. I listened to everything my client had to say and wanted to say. I also took notes on some things that we should have talked about in our next meeting. I showed good body language to my client. He knew I was paying attention to him because I was nodding my head and restating some of his comments to him answer. Some of the things I need to work on would be is to just let him continue talking and not cut him off so much. I feel that because Mr. F and I are very good fri ends and that is why I feel that cut him off so much, but I think I can and will do much better next time.

In the play “Twelfth Night” Shakespeare bases the plot around a variety of different themes

In the play ‘Twelfth Night', Shakespeare bases the plot around a variety of different themes. The themes of disguise, music, loss and death are subtly introduced, however, the main theme of love is dramatically introduced by Orsino's first line; ‘If music be the food of love play on'. As well as using a variety of themes, ‘Twelfth Night' incorporates the different kinds of love that can have an effect on people. These types of love range from brotherly love to instantaneous love and from unrequited love to impossible love. The use of the theme of love enables almost everybody to relate to events in the play. Love evokes a number of emotions and is a main ingredient, which brings comedy into the play. In Act 1:1 we see Olivia's reaction to the death of her brother. Olivia takes grieving very seriously; ‘†¦she hath abjured herself from the sight and company of men', and takes a vow of chastity. She plans to mourn her brother for seven years and she hides herself from the world; ‘But like a cloisters she will veilà ¯Ã‚ ¿Ã‚ ½d walk'. Olivia chooses to dwell on her loss and her strict mourning period could be seen as selfish as life must go on. However, Olivia uses her brother's death to shut herself away from life. In Act 1:5 Feste tries to prove Olivia a fool for taking her mourning period to such an extent. Feste cleverly tells Olivia that her brother's soul is in hell. She protests and insists that his soul is in heaven; Feste then uses his quick-witted nature and says; ‘The more fool madonna, to mourn for your brother's soul being in heaven†¦' Another example of brotherly love is shown when we meet Viola after the shipwreck in Act 1:2. She too ‘suffers the loss' of a beloved brother but unlike Olivia, Viola takes decisive action following his apparent death. She reacts sensibly and practically to a traumatic situation. She desperately wants her brother to be alive; ‘O my poor brother! And so perchance may he be!'. However she realises that she must react calmly and productively to get by in life; ‘I'll serve this Duke†¦.'. Viola's love for Sebastian makes her determined and persistent to carry on. In Act 2:1 we see Sebastian's caring nature and his mourning for his sister; ‘She is drownà ¯Ã‚ ¿Ã‚ ½d already, sir, with salt water though I seem to drown her remembrance again with more'. Sebastian shows intense feelings of love and the desire to be reunited with his sister. When he sees Viola dressed as Cesario, he says if she were a woman; ‘I should let tears fall upon your cheek, And say, ‘Thrice welcome, drownà ¯Ã‚ ¿Ã‚ ½d Viola'. Viola's determination and Sebastian's deeply affectionate feelings towards his sister depict the closeness between he siblings. Instantaneous love is the most frequent type of love experienced by the characters throughout the play. In Act 1:1 we learn how Orsino fell in love with Olivia from a distance; ‘When mine eyes did first see Olivia first, me thought she purged the air of pestilence'. This sighting of Olivia puts Orsino in a melodramatic, melancholy, lovesick mood. These feelings, however, start to eat away at him. Here he uses food imagery, ‘If music be the food of love play on' and also shows his changeable fickle character when he says, ‘Enough; no more. ‘Tis not so sweet now as it was before.' This could also mean that if he has too much of a good thing, i.e. love, he will become sick of it and stop loving Olivia. Orsino can't express his feelings for Olivia and it is not long before we find that Olivia is actually in love with Viola/Cesario. We know that this is instantaneous love because Viola is dressed as a man, and she has fallen for his appearance. It is evident that Olivia likes Viola/Cesario because she takes off her veil, ‘†¦in the sight and company' of a ‘man', when he/she comes to woo her for Orsino. She tells Viola/Cesario that she cannot love Orsino and says, ‘Let him no more-unless you come to me again.' Here she tells Orsino to stop wooing her, unless he is to send Viola/Cesario to do so. Olivia does not comprehend how it is possible to fall in love so quickly; ‘Even so quickly may one catch the plague?'. ‘To creep in at mine eyes' could also indicate love at first sight. Desperate to see Viola/Cesario again, Olivia sends Malvolio after the youth, telling him; ‘He left this ring behind him'. It is in Act 2:2when Malvolio confronts Viola with the ring, Viola realises that Olivia loves her; ‘She loves me sure; the cunning of her passion, Invites me in this churlish messenger.' Instantaneous love is also introduced when Olivia and Sebastian meet, when she tries to prevent Sir Toby from drawing sword on whom she believes to be Cesario. Sebastian immediately falls in love with Olivia; ‘If it be thus a dream, still let me sleep!' and despite her calling him Cesario, agrees to marry her. Although Orsino loves Olivia for her outward appearance he also falls for Cesario's inner character. He appreciates Viola/Cersario's trustworthy character and after only a short period of time a strong bond ahs between the two; ‘I have unclasped to thee my secret soul'. In Act 1:5 Orsino comments on Viola's womanly attributes and nature; ‘Diana's lip is not more smooth and rubious; thy small pipe is as the maiden's organ shrill and sound'. This is a good example of irony as Orsino is not yet aware that Viola/Cesario is actually a woman. After spending much time alone with Orsino, Viola falls in love. Her feelings start to fester, as she can't express her love due to her disguise; ‘But let concealment like a worm i'th' bud Feed on her damask cheek'. Viola is very subtle about her feelings towards Orsino yet she cleverly and indirectly tells him that she loves him; ‘As it may be perhaps, were I a woman, I should your lordship.' It is in Act 5:1 that Viola openly declares her love for Orsino. Orsino angrily leaves and Viola follows telling Olivia that she is going; ‘After him I love, more than I love these eyes, more than my life. ‘ This explicit declaration of love comes despite Viola being disguised as a man. She also declares her love implicitly in the ‘willow cabin' speech in Act 1:5 during, which she expresses the passion and rawness in the love that she has for Orsino. Impossible/forbidden love is also featured in the play. In Act 1:3 Sir Andrew tells of how he plans to woo Olivia but worries; ‘Your niece will not be seen, or if she be, it's four to one, she'll none of me'. Sir Toby, then, misleadingly says to Sir Andrew; ‘Tut there's life in't man.' Here Sit Toby is telling Sir Andrew where there is life there is hope. Sir Andrew does not realise when people are taking advantage of his gullibility to make him the butt of their jokes. In Act 3:2 Sir Toby persuades Sir Andrew to challenge Viols/Cesario to a duel in order to impress Olivia; ‘there is no love-broker in the world can more prevail in mans commendation with woman that report valour.' In a final attempt to woo Olivia Sir Andrew agrees to the duel with Cesario. This is an example of irony, as we know his attempts will not be triumphant as Olivia is in love with Cesario. Malvolio also has feelings for Olivia but his feelings are for selfish motives; ‘To be count Malvolio!' Here Malvolio dreams of marrying Olivia even though he is merely a steward. He then says ;'There is example for it: the Lady of the Strachy married the yeoman of the wardrobe.' He says this to justify his dreams and to make himself believe that he will have a chance of ‘love' with Olivia. He is gulled into feeling that he in fact does have a chance with Olivia when Maria leaves a fraudulent letter ‘from Olivia'. Malvolio's self-love allows him to assure himself that Olivia did in fact write the letter and that she does love him. Malvolio doesn't need much persuading and he immediately sets about following the letters instructions; ‘He's in yellow stockings' which are ‘most villainously cross gartered.' It seems that Malvolio ‘does obey every point of the letter', showing his foolish, self-absorbed nature. We, again, know that Malvolio doesn't have a chance of happiness with Olivia, not only because she is in love with Cesario but also because he is ‘merely a steward'. One of the more successful relationships that develops from friendship to love is that between Sir Toby and Maria. In the earlier scenes of the play we see the flourishing relationship between the two. They subtly show their feelings to one another throughout the play. This is evident whilst they indulge in verbal banter. Maria makes their early friendship obvious when she tells how she worries about Toby's luxurious lifestyle; ‘That drinking and quaffing will undo you'. Toby, however, expresses his feelings in a more crude way; ‘board her, woe her, assail her'. The formulating plan to ‘gull' Malvolio strengthens Maria and Toby's relationship; ‘I could marry that wench for this device'. Toby refers to Maria using comic comparisons, ‘she is a beagle true bred' and ‘good night Penthesila', commenting on her diminutive size. In Act 2:5 Toby greet Maria with; ‘How now, my metal of India?' proving that he thinks highly of her, comparing her to pure gold. We see how far their relationship has progressed when in Act 5:1 Fabian informs the characters; ‘Maria writ the letter, at Sir Toby's great importance, In recompense whereof he hath married her'. The most memorable example of love in the play is that of Orsino's for Viola. Not only does the idea of a man falling for ‘another man' add comedy value to the play, it also provides some touching heart rendering scenes. Many of these scenes evoke sympathy towards Viola as she can't express her returned feeling for Orsino due to her disguise; ‘my father had a daughter loved a man as it might be perhaps, where I a woman I should your lordship'. In Twelfth Night the theme of love brings comedy to the play and evokes a number of feelings such a sympathy, wonder, confusion and of course laughter. It also confronts issues, which many people can relate to, making Twelfth Night a fun and memorable play.

The Unbounded Reach of Rhetoric Essay - 840 Words

The Unbounded Reach of Rhetoric In the year of 1938, during the Nuremburg Conference, a man stands up to deliver the closing speech. This speech is not particularly as well known or as significant as many of his other speeches, but the words of this thin and paunchy man are strong and resolute. He states, â€Å"When the question is still put to us why National Socialism fights with such fanaticism against the Jewish element in Germany, why it pressed and still presses for its removal then the answer can only be: Because National Socialism desires to establish a true community of the people†¦. Because we are National Socialists, we can never suffer an alien race which has nothing to do with us to claim the leadership of our working people†¦show more content†¦In Book One of the Persian Expedition, Clearchus, a general of Cyrus, handles a potential mutiny from the Greek mercenary soldiers when they become suspicious of Cyrus’s motives. â€Å"At first Clearchus tried to force his own soldiers t o go forward, but they threw stones at him and at his baggage animals as soon as they attempted to make a start. Clearchus was very nearly stoned to death on this occasion (Warner 65).† Realizing that force was not going to work, he appeals to the method of rhetoric by making a speech and having two of his men deliver a pre-constructed speech. He coyly feigns loyalty to the soldiers while he simultaneously makes it seem that going against Cyrus would be impossible. Although still suspicious, the soldiers reluctantly decide to go with and fight for Cyrus. This scene depicts rhetoric overcoming brute force in the promotion of violence. Rhetoric is a form of action and without it many of the events in the novel would have either never occurred or gone quite differently. In the PanHellenic dialogues by Xenophon, the army is not only motivated to continue on in their endeavors but he also clears their conscious about committing barbaric acts. This can been seen when he addresses t he army and says, â€Å"But when we come to a place where we are given no opportunities to buy food, then, whether it is native country or Greek country, we take our own supplies and do this not out of wanton aggression, but from necessity (Warner 240).† In OnShow MoreRelated The Doctrine of President Bush Essay2238 Words   |  9 Pagesa military buildup in hopes of surpassing, or equaling, the power of the United States. Balance, indeed. The doctrine goes beyond the preemption theme sounded by President Bush in a West Point speech last June. Read beneath its kitchen-sink rhetoric and you see, in black and white, Bush codifying the unilateral treaty-busting moves of his first months in office -- his rejection of the Kyoto climate-change protocol, his cancellation of the ABM accord, his obstruction of the bioweapons treatyRead More Simulation Proliferation and the City Essay3639 Words   |  15 Pagesof the requirement and definition of freedom as forever only fantasy and thus a pursuant total cession of reality to control and power. Freedom is unreal. A bit ironic for any politics resembling Martin Luther King’s famous integrationist dream rhetoric. While it seems an escape that the land of fantasy has no boundaries, this does not mean that it can intrude on the real world, but that the real world is always tangible in its fantasy double. Like objects picked up by angels in Wings of DesireRead MoreCan You Say What Your Strategy Is5768 Words   |  24 Pagesscope, and advantage—and rightly believed that executives should be forced to be crystal clear about them. These elements are a simple yet sufï ¬ cient list for any strategy (whether business or military) that addresses competitive interaction over unbounded terrain. Any strategy statement must begin with a deï ¬ nition of the ends that the strategy is designed to achieve. â€Å"If you don’t know where you are going, any road will get you there† is the appropriate maxim here. If a nation has an unclear senseRead MoreRastafarian79520 Words   |  319 Pagesliberation and a future Ethiopian empire.20 In this respect, Psalm 68:31, â€Å"Princes shall come out of Egypt; Ethiopia shall soon stretch out her hands unto God,† was interpreted as a prophecy of African redemption. Casely Hayford, author of Ethiopia Unbounded, held out hope of an â€Å"African racial redemption.† Furthermore, Hayford referred to Edward Wilmot Blyden, who repatriated to Liberia and became a distinguished professor and statesman, as â€Å"God descended upon the earth to teach the Ethiopians anew