This Is a Summary on the Risk Management Case Study of Air...

REPORT ON RISK MANGEMENT OF AIR CANADA SUBMITTED TO : MRS.VANDANA MEHROTRA SUBMITTED BY: KUNAL KOTHARI MOHITA AGARWAL SAIMA AHMED APURV SHARMA NAINA SINGH SONAKSHI RATHI AIR CANADA- RISK MANAGEMENT INTRODUCTION: Colin Rovinescu, the Chief Executive Officer (CEO), for Air Canada was reviewing the Risk Management program of the company because the scheduled board meeting was approaching soon. He needed to deliver a comprehensive presentation in front of the board members. CHALLENGES FACED BY THE AIRLINE INDUSTRY: An Airline is a business providing a system of scheduled air transport. Also called airway. Airline industry is the business of transporting paying passengers and freight by air along regularly scheduled†¦show more content†¦Fostering a culture of change- During this time, the operating losses had turned into income and the primary reason was an increase in demand. The demand of premium cabin was near about half the $256million increase in sales. THE BOARD: The board consisted of the leaders of their own fields. It included physicians, lawyers, politicians and some of the former CEOs of airline industry. The board was relatively new and the most severe member had been there for four years. The risk management was the major issue which attracted most attention of the board and they dedicated more time on attention n risk management since the financial collapse. TYPES OF RISK: Risk management is a much broader process in aviation industry. It includes basically solutions to the various risk factors. They are as follows: * Catastrophic Risk: Despite flying being the safest form of traveling, catastrophic risk is attached with the aviation industry because if any unforeseen circumstances take place then major monitory damages happen. It lies in the LOW FREQUENY-HIGH SEVERITY zone. This type of risk is usually transferred to the third party through insurance. The entire commercial aircraft is insured in about $100 million to $250 million. * Operational Risk: It includes all the major and minor processes taking place in the company. It included: trained Human Resources, strong IT Infrastructure, management and repair of equipments. The risk involved has lowShow MoreRelatedEssay on Is Nuclear Energy Worth the Risk?1511 Words   |  7 PagesIs Nuclear Energy Worth the Risk? The capability for nuclear energy has always existed. However, not until December 2, 1942, at the University of Chicago, did nuclear energy surface. Enrico Fermi made that discovery by making a chain reaction in a pile of uranium. How a nuclear reaction works is that a neutron is â€Å"shot† through a gram of uranium, which creates fission. This causes a chain reaction, thus creating a nuclear reaction or nuclear energy. 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Bullying Starts From Unwanted Behaviors Essay - 1103 Words

Bullying starts from unwanted behaviors that are mostly produced during adolescent, around middle School years. It can even be produced by parents who are bullies, thus allowing the child to produced dominating behaviors. Bullying starts with an aggressive child who feels like they are empowered to control. They begin controlling others with their words. Kids who are so afraid of the bully have a hard time standing up for themselves, especially when schools don’t have programs to help modify controlling behaviors. Sometimes, when children are not bonded it may happen continuously. They will have to learn how to stand up for themselves. Bullying can become a serious problem if the administration is not made aware of the problem. School kids of today should communicate to parents and leaders if they encounter a problem at school. Parents and leaders should offer choices to the child that will help them solve the problem. 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Chattel Slavery as a Institution Free Essays

string(54) " voyage across the Atlantic Ocean was a perilous one\." St. Vincent and the grenadines community college| The Caribbean: A history of Chattel Slavery and what it brought to the Caribbean| An Internal Assessment| | Okieve Graham| 12/1/2011| â€Å"By the 19th century the slave ship had brought much more than chattel slaves to the Caribbean. †| Introduction: Chattel Slavery affected the Caribbean by bringing it from its Mesoamerican roots to the vibrant mix of races that coexist and cohabitate it today. We will write a custom essay sample on Chattel Slavery as a Institution or any similar topic only for you Order Now The Africans and other races brought their art, music and their very way of life to the Caribbean. I am researching this topic to go in depth and examine how the Caribbean came to be what it is today. I am driven to research this topic because it means something to us as a people, something that is worth knowing, and something that is worth remembering. It will bring the bond with our ancestral ties stronger than ever before. Knowledge is power and knowing our past will make us linked to one another. This is a step to unity to us in the Caribbean. There are arguments against this view and blatant disregard for the obvious changes in the world have been made. There are some with the beliefs of White supremacy but all this adds in the mix of different beliefs in the Caribbean. Never before in history have an entire society and race of people have been affected in such a large scale. Nonetheless, one can give thanks to our European forefathers, if those events did not occur, the Caribbean could not be the community as we knew it today. Chattel slavery not only brought commerce to its geographically unique location but it also resulted in a rich and colorful world, complete with its own mix of cultures, music, art and belief systems. Chapter 1: Origin of Chattel Slavery in the Caribbean The term â€Å"chattel† is defined as an article of tangible, personal property. One can therefore see the underlying effect of the choice of words in comparison to how the Europeans viewed the black race. They viewed the African race as a sub-species, animalistic and inhumane. This was because of their color and their religion and way of life. One must remember the Europeans believed that their religion was the only one and true way so that means their way of life was viewed as pagan. Eric Williams however stated that â€Å"Slavery was not born of racism: rather, racism was the consequence of slavery. Unfree labor in the New World was brown, white, black and yellow; Catholic, Protestant and Pagan† (7) It is his opinion that racism was not a beneficial factor in the creation of the institution of Slavery but in my further studies, race did in fact play an important role in the enslavement of the African people. Also, one can see from Williams’ deduction that religion also played a role, it was categorized according to what race you were. The labor force however comprised of the Mesoamerican inhabitants of the Caribbean, White indentured servants from Europe and Africans. White indentured servants were whites who worked in the Caribbean. There is a notable difference in their title in that, they were called servants instead of slaves. Again, white supremacy reigned in the society at that time. There was an economic need for cheap labor, hence Africans were in high abundance and it was quite cheap to acquire them and ship them across through the Atlantic to the New World. They were also a form of human capital, being property; a value was put over their head. The money which procured a white man’s services for ten years could buy a Negro for life. The economic superiority of free hired labor over slave is obvious even to the slave owner. Slave labor is given reluctantly, it is unskillful, and it lacks versatility. Not so much that the Europeans were the only ones playing apart in enslaving the Africans, but it was also African sons and brothers who helped to facilitate this. There were the men who were paid to acquire the required persons for shipment. They were known as middlemen, so one can see, whereas one African might think he was one of his own, they came to enslave and doom their own. In return for capturing the Africans, the Europeans provided those sub-par weapons and tools, not worth the total price but to the foolish middlemen, they were of the best quality. In essence, Greed was a major player in this. Eric Williams stated in his work that â€Å"Here, then is the origin of Negro slavery. The reason was economic, not racial; it has to do not with the color of the laborer, but the cheapness of labor. As compared with Indian and white labor, Negro slavery was eminently superior. † (19) From his perspective, an economic one, his deductions has all the truth attached to it. Negro slavery is indeed superior to all other races of slavery but from another view, the Europeans did have pre-existing prejudice towards the Negroid people, their hate and prejudice towards them was just amplified when encountered the Negros. This view have even been backed by Hilary Beckles and Verene Shepherd when they stated â€Å" This was a unique form of domination in which one group was defined and used another group as property; in which people were targeted for slavery because of their race; they were described as sub-human, and they were bonded to each other for life. Chattel slavery brought economic power to the Caribbean and the lives of the Negroid people has been scarred ever since the advent of African Slavery. Chattel slavery brought much more than a few million people, a whole new race to our shores. Hilary Beckles and Verene Shepherd expressed â€Å"the enslaved people survived and they protected their humanity and identity; and over time they redefined themsel ves as a new, vibrant cultural force. † (137) Chapter Two : Culture, Art, Music Religion The voyage across the Atlantic Ocean was a perilous one. You read "Chattel Slavery as a Institution" in category "Papers" Tribes from all over West Africa such as the Mande and the Mandingo congregated and stacked like sardines in one deck. They were separated from the rest of civilization and their family. Often, they could not speak to one another, whether it is by difference in language or values. Never the less, the African people adapted and they banded together, took on cultural customs and traditions that strengthened their ethnic identity. They developed attitudes and practices that shaped the Caribbean civilization as we know it today. The main idea to understand is that they were scattered. No one African was acquainted with another upon arrival, meaning they were of different tribes, different backgrounds, cultural beliefs and language. They may have had knowledge of these people before but for the first time in their life, this is where they got to be acquainted with each other. There, they shared views, beliefs, customs and their languages. For some, it was the first time they had encountered the Europeans. Rather, some had previous knowledge of the Europeans through trade, migration and war. As a result of this, some may have had knowledge of Christianity and European languages even before arrival in the Caribbean. This cultural reshaping that Africans and Europeans experienced is called ‘creolisation’. Thus, those combined with the culture of Africans and Europeans, born into the Caribbean became known as Creoles. They procured rites and rituals that exist even to this day. Simple events that we know of today are because of the forerunners, our ancestors. They observed and preserved the rites and rituals that were a part of life in Africa. The coming together of these African and Post-African ideas came together to create an Afro-Caribbean community as we know it today. Rituals such as lighting up the grave, an event that we are fond of at the end of October were part of African culture. It was a part of paying respects to our ancestor and warding our own selves from harmful spirits. Similar to this are funeral procedurals. The Africans believed that death was just the start of a journey to pass over from toil to reward and in their case at the time, a life of slavery to an eternity of freedom. Beckles and Shepherd stated in their book that â€Å"the power of ancestors was central to African-Caribbean culture. To know ancestors was to know one’s cultural identity. (140) They procured dances and music as rituals that again pay respects to their ancestors and celebration of them. It was an intense ritual in which it was said the person was possessed in order to feel the waves and moves of the dance. This was their way of attributing their ancestors, to demonstrate that in the Caribbean Africans had their own recognized ancestral culture that w as still important to them. Events on holidays and labor free days were a time of friendship and kinship. It was a time of sharing with their enslaved brothers in times of despair. They often danced on evenings (which became a part of the African-Caribbean culture). They even formed festivals where they danced and celebrated, one notable festival is the Crop-Over festival in Barbados, one that is still happening even today. They had even more established festivals and rituals where they danced such as the Gombay festival, John Canoe dance and the Kumina dance. There are even more dances each that are identifiable to each different colony in the Caribbean. They incorporated their religion from Africa in the West Indies. They brought their spirit based religions such as obeah or voodoo and myal. It was the belief of the people that it was possible for the living to use ancestral spirits to determine the future and to shape the nature of social events. The myal and obeah religion was a high prolific aspect in the community. It was used for removing curses, cures for illnesses, bless children and curious insights. Incorporation with European beliefs and African gave birth to what we know as the Baptist Faith today. This aspect of religion is still up today and continues to make its mark on the community. It’s not going anywhere time soon, even now; most grand-parents and parents believe and attend Baptist churches across the nations of the Caribbean. Notably however, West Indian Cricket became an important aspect in their communities. Cricket was invented by the English and thus it founds it way into the Caribbean during a period of war between Britain and France. The Africans observed it and began to practice it. Cricket quickly became incorporated in their communities as entertainment away from the hard days of field work. In conclusion of this chapter, the Africans brought a host of their art, religions, beliefs and cultures. They mixed and nurtured the combination of cultures that clashed in the Caribbean. They formed it to be their own and formed a new way of life. The cultural rites and rituals that exist today, that pay respect to their Ancestors while carving a path to the future, the dances that provided entertainment that procured kinship and friendship among the communities and the wider area the colonies, the art and music that is unique to the Caribbean, the only place in the world, forms a cultural boom that wavelengths across the Caribbean and make what makes the Caribbean our home. Bibliography: 1. Hilary Beckles, Shepherd, Verene. Liberties Lost: Caribbean Indigenous Societies and Slave Systems. United Kingdom: Cambridge University Press, 2004. 2. Williams, Eric. Capitalism and Slavery. United States of America: The University of North Carolina Press, 1994. 3. Verene Shepherd, Beckles, Hilary. Caribbean Slavery in the Atlantic World. Jamaica: Ian Randle Publishers, 2000 ——————————————– [ 1 ]. Eric Williams, Capitalism and Slavery. United States of America, The University of North Carolina Press, 1994, 19 [ 2 ]. Eric Williams, Capitalism and Slavery. United States of America, The University of North Carolina Press, 1994, 6 [ 3 ]. Hilary Beckles, Liberties Lost: Caribbean Indigenous Societies and Slave Systems. United Kingdom, Cambridge University Press, 2004, 137 [ 4 ]. Hilary Beckles, Liberties Lost: Caribbean Indigenous Societies and Slave Systems. United Kingdom, Cambridge University Press, 2004, 138 [ 5 ]. Hilary Beckles, Liberties Lost: Caribbean Indigenous Societies and Slave Systems. United Kingdom, Cambridge University Press, 2004, 147 How to cite Chattel Slavery as a Institution, Papers

Great Expectation Essay Setting Example For Students

Great Expectation Essay Setting Charles Dickens wrote Great Expectations in the 19th century. His main character, Pip, recieves money from a benefactor, but does not find out who it is until the end. The question Dickens may have tried to get across was, do you believe money makes you happy? Well, it depends on who you ask. It can be answered many different ways. In this story, it is answered with the saying wealth is no substitute for happiness. There are many characters in this novel to prove that statement true. Herbert is a character in the story that is content on living with a very limited money supply. Pip is another character in the story who at first, was a pauper, but in the end became to acquire money from a benefactor and ends up living his life happily. Miss Havisham is a lady who had to have luxury and riches to make her happy. Herbert, Pip, and Miss Havisham are related to this statement, wealth is no substitute for happiness.In this novel, Herbert is portrayed to us as being rather plain and simple. When we first are introduced to Mr. Herbert Pocket in Chapter 16, he is rather down to earth. His living quarters dont consist of anything expensive and luxurious. For example, (pg. 732) Herbert says this is my little bedroom, rather musty, the furniture is hired for the occasion. He is just a man managing to get along and be happy with what he has. Mr. Pocket, over time, teaches Pip how to become a gentleman. With both Herbert and Pip living in the same household, things get quite expensive. For example, with Pips lavish habits it began to lead on to other expenses Herbert could not afford. One day, Pip and Herbert were going over their affairs and comparing debts. Pip felt bad, because he had caused some of the debts. He offered to pay for the expenses he had made, but Herbert was too proud a man to ever let him do that. Just by those few examples, it truly shows that even if you dont have money, you can still be happy and have a good attitude towards life.As the story begins, we read about Pip living with his sister and her husband, Joe. They didnt live an expensive lifestyle, but managed to get along with what they had. Joe was a blacksmith, and Pip was a boy who all the neighbors could call on if they needed help with something. They earned their money the best way they knew how and were happy as could be. Then, came the day when Mr. Jaggers, a lawyer, came by Pips house. Mr. Jaggers explains to Pips family that an unknown man has great expectations for Pip. By Mr. Jaggers instructions, Pip moved to London and began to learn to live like a gentleman. He spent his money on stuff and one time eventually got himself into debt. However, no matter what, he always continued to stay happy and have a good attitude on life. Miss Havisham was once a beautiful and desirable woman; however, by the time she is first encountered in the novel, she is far from being such. She was the victim of a clever scheme to cheat her out of wealth in which Compeyson, Magwitchs mortal enemy, was involved. After being cheated, she is hurt deeply by being betrayed by her fiance, and pushed into insanity. When she was younger, she used to think riches and luxury would make her happy. As she became older and more experienced, she was still very unhappy. As a result of the terrible scheme, she is insecure and her heart is broken. .uf80cf7b385f2f00906bf844e7fb4d579 , .uf80cf7b385f2f00906bf844e7fb4d579 .postImageUrl , .uf80cf7b385f2f00906bf844e7fb4d579 .centered-text-area { min-height: 80px; position: relative; } .uf80cf7b385f2f00906bf844e7fb4d579 , .uf80cf7b385f2f00906bf844e7fb4d579:hover , .uf80cf7b385f2f00906bf844e7fb4d579:visited , .uf80cf7b385f2f00906bf844e7fb4d579:active { border:0!important; } .uf80cf7b385f2f00906bf844e7fb4d579 .clearfix:after { content: ""; display: table; clear: both; } .uf80cf7b385f2f00906bf844e7fb4d579 { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .uf80cf7b385f2f00906bf844e7fb4d579:active , .uf80cf7b385f2f00906bf844e7fb4d579:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .uf80cf7b385f2f00906bf844e7fb4d579 .centered-text-area { width: 100%; position: relative ; } .uf80cf7b385f2f00906bf844e7fb4d579 .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .uf80cf7b385f2f00906bf844e7fb4d579 .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .uf80cf7b385f2f00906bf844e7fb4d579 .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .uf80cf7b385f2f00906bf844e7fb4d579:hover .ctaButton { background-color: #34495E!important; } .uf80cf7b385f2f00906bf844e7fb4d579 .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .uf80cf7b385f2f00906bf844e7fb4d579 .uf80cf7b385f2f00906bf844e7fb4d579-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .uf80cf7b385f2f00906bf844e7fb4d579:after { content: ""; display: block; clear: both; } READ: 12 Angry Men Essay However, she still has a lot of money, but money can not buy her happiness or keep her heart from being broken. If you are having trouble understanding the statement wealth is no substitute for happiness, then you should read Great Expectations by Charles Dickens. In his novel, he explains how money can not buy you happiness. Herbert is a plain, but yet simple man in the story. He doesnt have much money, but he is still content with his lifestyle. Take Pip for example, he was a pauper before, then a gentleman. He didnt let money get to his head, because of that, he still managed to stay happy. Last but not least, there is Miss Havisham. She is a dear old lady who had once had her heart broken in a terrible scheme. She had lots of money, but yet, she couldnt buy back her happiness. In her case, money did not let her succeed to be happy.

All the Kings Men Jack and Anne relationship essays

All the Kings Men Jack and Anne relationship essays The relationship of Jack Burden and Anne Stanton was one shared with time upon the tennis courts, lakes, and roads in Burdens Landing. The failure of engagement between Jack and Anne was due to the fact they both desired different qualities in their lover. Anne admired a man who had ambition and true goals in life. She was vulnerable to Jack, since he was her childhood playmate. Jack was fixated on the past and reflected to the summer where they were both floating in the lake. Jack recalls that day, where they were both looking at the sky. He had pondered if she had ever seen the gull above. It was the flashback that Jack had in his mind of Anne. He could live in that past. Jack did not have the motivation to pursue law school and never had ambition. They eventually married each other after they had experienced some of life outside of Burdens Landing. Jack had his involvement with his first wife, Lois. He was content with his choice of work and believed his own theories for the caus e of events. Anne had experienced love from a politician and her freedom. Jack Burden and Anne Stanton married because they were complimentary to each other. They had enjoyed their childhood together, understood the secret life to Willie Stark, and lived together. The time that passed between their failed engagement and marriage was necessary for each to seek who their true self was, and know in return what they desired in a partner. Each had the misunderstanding of what they believed they needed in a partner. Jack was obsessed with his beautiful wife, Lois, until he realized that she lacked personality. Anne admired a man who had ambition and would be successful in life. During this time, they discovered what qualities they had admired and could actually appreciate each other in marriage. The passing of time allowed Jack Burden and Anne Stanton to realize their love. ...

Dr. Martin Luther King Essay Example

Dr. Martin Luther King Essay Example Dr. Martin Luther King Essay Dr. Martin Luther King Essay A man who is not willing to die for something, Is not fit to live ~ Martin Luther King Jr. The person that I admire is a man that we all cherish and celebrate every year in his honor. He was an American Clergyman, Nobel Peace Prize winner, and quite possibly is the most influential leader in all of American history. That man is the great, Dr. Martin Luther King Jr. Growing up, Dr.King knew his ancestors’ history and how Africans got to America. He knew that African slaves where captured and brought to America by rows and rows of Africans stuffed into slave ships like sardines, Then sold into slavery and sold to the Whiteman. Although this happened centuries before Dr. King’s time oppression still lived strongly in America. The thing that was truly inspiring was the even though young Dr. King knew this, he found a way to look past those times of extreme racism and slavery, to see a brighter future.A future much like today, free of racial segregation and equality for all races. Martin Luther King Jr. was born Atlanta, GA on Jan. 15, 1929. Atlanta was one of the cities that suffered the most racism out of the whole south. From major segregation, to the KKK’s infamous cross burnings and lynchings, Atlanta had it all. The reason for this is because one of the KKK’s main headquarters in Atlanta. Even though Dr. King was surrounded by racism, that never stopped him from pushing forward and dreaming of a better tomorrow.That to me is very admirable alone. Martin Luther King Jr. ’s father was a great influence in his life. Dr. King’s father, Martin Luther King Sr. , was also a civil rights activist and worked with a group of anti-racial leaders in there community. Dr. King used to talk about how influential his father was on his life and political upbringing, and how he used to admire his father greatly for what he did for trying to make their community and lives safer. Around the age of 17 Dr.King decided that he wanted to contribute his life into doing the same thing his father had done before him, Fight the battle of racism†¦ using only methods of peace. That shows me that you can solve some enormous problems using only your mind and peace, instead of weapons and war. In the year of 1995, he was asked to lead a bus boycott in Montgomery, Alabama after a black woman by the name of Rosa Parks, was arrested on account of not giving up her bus seat to a white man and move to the back.The boycott lasted 381 days while Dr. King was leading march after march for liberty and equality. The white community did not let Dr. King do this easily though. Dr. King was terrorized, threatened and put down, in on occasion his house was bombed! But that did not stop King from moving forward and pushing to a brighter future for all. He risked his live and jeopardized the well being of his family to push for equality for all. He was willing to die, in pursuit of equality for all†¦ which he did. In 1963 Martin Luther King Jr. as shot in the chest on the balcony of a motel while on his I Have a Dream speech tour. Even when he was killed he was still working on spreading the word of equality and an anti-racial society for all walks of earth. Not just African-Americans. Nothing could stop Dr. King from pursuing his dream, the American dream, across the country while informing the minds and touching the hearts of the people who heard him speak. That is something that I admire greatly and believe in. That is why I think the most influential figure in my life is Dr. Martin Luther King Jr.

Themes between Frankenstein, OTSP and The Lord of the Rings Essay

Themes between Frankenstein, OTSP and The Lord of the Rings - Essay Example Out of the Silent Planet does not include women in most of it, but it does make the claim that women should be content with simply raising their children because that is the Christian ideology that the author believed in. In this novel, women are shown taking care of the cooking, while the men are out providing. The Return of the King, however, portrays women in a much stronger manner. The women in this story, though few in number, are able to assist the men on their journey and provide useful contributions to them. The theme of femininity is present and important in each of these novels, but females are portrayed in their strongest form in The Return of the King, which is important because it shows that strong female characters can be used successfully in literature. Frankenstein, by Mary Shelley, is a novel that does not contain very much in the way of strong females characters. The majority of them are passive and subservient women who fill their gender roles and then die in less than impressive fashion. One of the reasons why this is done could be to draw attention to male behavior and what it does to the female psyche. For example, Caroline Beaufort dies because she is so wrapped up in caring for her daughter that she does not put any emphasis on her own life. Elizabeth is portrayed as a character that is â€Å"imaginative, delicate and beautiful† (Shelley 30), which is hardly the characteristics that strong female character would possess. This, once again, shows the role that has placed upon females in our society as it would be rare to see a male do the same sort of thing. Victor also has an interesting view of the other, as he does not feel like he will be able to control the female monster if it is created. This shows that males h ave very little understanding of how the mind of a woman works and do not wish to challenge the unknown. It also shows how males always want to be

Case study question- Indentify two potential areas of growth for the Essay

Case study question- Indentify two potential areas of growth for the 'Penang' Mutiara' hotel and discuss how these changes might be implemented from an operatio - Essay Example Speed and fast response are other strengths of the Penang Mutiara. Flexibility in exploiting opportunities and employment of staff through multi skill training has created unique strengths. This has resulted in the dependability factor, which a customer in the service industry cherishes and has improved occupancy rates leading to corresponding economies of scale. (www.booksites.net). The hotel can leverage its strengths as there is adequate potential for growth with continuous improvement with reference to organizational quality and performance, focusing on customer satisfaction, through constant incremental improvements to processes including removal of unnecessary activities. (www.managementhelp.com). A service industry has to balance between strategy and operations before it can consider growth options. Since Penang Mutiara is operating as an international destination, it has to see operational management from an international perspective. (Slack: 2003). International guests in the luxury segment whether these are business or tourists seek the comfort of familiarity. Thus if they have been looked after well by a particular hotel once, they would like to continue stay in the same hotel and also recommend this to their friends and associates. Word of mouth is a powerful communication tool for luxury clientele with a strong network. This aspect can be exploited by the Penang Mutiara. Thus a customer loyalty programme is the first growth area recommended for the hotel, exploiting its customer relationship, familiarity with the loyal customers and service orientation. At present the 50 percent returnee guests show that there is adequate potential for growth in this segment may be 70- 75 percent with schemes involving loyalty bonus and also loyalty recommendations which entails that any recommendation made by a customer will gain him loyalty points for him as well as his recommended guest.

Management of Long-Term Cardiorespiratory Symptoms Essay

Management of Long-Term Cardiorespiratory Symptoms - Essay Example Her daughter is concerned as Mary is breathless at rest, has a persistent cough and appears to have some ankle oedema. This first case study will deal with the nursing issues related to the management of this elderly, obese hypertensive patient with history of smoking. He is undergoing treatment for hypertension, and on this presentation, he is complaining of shortness of breath on minimal exertion. Like any other nursing management, an evaluation is necessary which would initiate the nursing process. The assessment would involve first taking a detailed history of this patient. Nursing assessment of the cardiovascular system includes a patient health history and physical examination. If the patient had been experiencing an acute problem, the focus should be on the most serious sign and symptom. In this case, the symptom is difficulty breathing on minimal exertion. It appears that this is new development over the baseline hypertension and obesity, and this has been continuing for quite some time. Since rest produces amelioration of this patient's symptoms of dyspnoea on exertion, it is highly probabl e that this new development in chronic in nature and is stable (Ahmed et al., 2004, 297-307). Therefore, a complete nursing assessment may be undertaken on presentation. In the second scenario, the patient has complicated lung disease, which has characteristic exacerbations and remissions. This patient is dependent on home care, and her condition has deteriorated due to development of congestive right heart failure secondary to her lung disease. The presence of heart failure is indicated by the history of persistent cough and ankle edema. Therefore, there is fluid retention, and the pump failure in the heart has led to accumulation of fluid in the lung leading to breathlessness and persistent cough. History The history is that of a person who is currently having a sedentary lifestyle and is perhaps not able to control body weight. He had symptoms of weakness, fatigue, shortness of breath on exertion. Although he had dyspnoea on exertion, he did not have dyspnoea at rest. However, fatigue and exhaustion continued throughout the day, and he had activity intolerance. There was a sense of chest pressure with activity, and he did not complain about insomnia. His personal history revealed little to no exercise, and he spent most of the day at home watching television. He is obese and is a heavy smoker. Obesity is associated with breathlessness on the simple level of reducing the capacity of the lungs to expand and increasing the workload of the organs. Specifically, obesity may decondition the heart, result in fatty infiltration of the myocardium and lead to altered filling pressures (Gustafsson et al., 2005, 58-64). A long history of hypertension is more closely associated with heart failure than a shorter history. In the second case, when assessing the patient with heart failure and breathlessness, especially if the pattern or severity of the breathlessness is changing, it is worth looking for factors that may be contributing to the problem. The most likely would be common problems such as chest infections and anaemia (Anand et al., 2005, 12-15). A chest infection can provoke heart failure due to increased haemodynamic demands or by the formation of pleural effusions. Anaemia

Causes of Macrofaunal Outline on a Dissipative Beach

Causes of Macrofaunal Outline on a Dissipative Beach Investigating the causes of macrofaunal outline on a dissipative beach in Abberffraw. Aim: To investigate macrofaunal abundance and distribution pattern across five different shore levels. Hypothesis: whether physical and biological factors have direct correlation on community structures of infauna species. Cisneros et al. (2011) and Croker Hatfield (1980) have tested this hypothesis and reported significance. Figure lists are illustrating distribution and abundance of 31 species sampled on a vertical gradient across 5 shore heights. Out of these, three polychaetes species; Scolelepis squamata, Scoloplos armiger, Nephtys sp, including twocrustaceans Bathyporeia sp, and Eurydice pulchra were found throughout sampling stations (Fig 2). As shore slope decreases species diversity increases (Fig 1). Station 2 had maximum abundance (4050 ind./ m2) whereas station 4 had the greatest species richness (SR = 18) (Fig 1). Sandy shores are dynamic environments with biotic (Croker Hatfield, 1980) and abiotic (Cisneros et al., 2011) conditions changing continuously, influencing species spatial scales along shores. Three major environmental factors, influencing community structures (McLachlan Brown, 2006); 1. beach type (physical gradient/ sediment texture); 2. tidal regime (wave action/ moisture/ organic enrichment); and 3. swash climate (water filtration) (Defeo, McLachlan, 2005). Zonation patterns are evident, due to tidal movement (Brazeiro Defeo 1996), seasonal migration (De Alava Defeo 1991), and predation contributing to the variations. Ansell et al., (1999), reported that predators migrate following prey species. Cisneros et al. (2011), stated physical drivers influenced macrofaunal community. Abberffraw shore consists of fine grainy sand particles with small interstitial space facilitating burrowing (McLachlan et al., 1996) and slower water filtration (McLachlan Brown, 2006) providing suitable living conditions. Dominating middle and lower shores are Polychaetes (Connor et al., 1997) in water-saturated sediments whiles crustaceans are generally distributed at different shore levels (Dahl, 1952). Work, et al., (2008) found that water drainage is critical in determining polychaets presence; Scolelepis squamat, Scoloplos armiger andNephtys sp.can tolerate drained sediments (Connor et al., 1997) explaining the occurrence at higher stations (Fig 2). More studies are needed in determine zonation and causes (Defeo, McLachlan, 2005). References. Brazeiro, A., Defeo, O. (1996). Macroinfauna zonation in microtidal sandy beaches: Is it possible to identify patterns in such variable environments? Estuarine, Coastal and Shelf Science, 42(4), 523-536. Cisneros, K. O., Smit, A. J., Laudien, J., Schoeman, D. S. (2011). Complex, dynamic combination of physical, chemical and nutritional variables controls spatio-temporal variation of sandy beach community structure. PloS One, 6(8), e23724. Connor, D., Brazier, D., Hill, T., Northen, K. (1997). Marine nature conservation review: Marine biotope classification for britain and ireland. volume 1. littoral biotopes. JNCC Report, 229. Croker, R., Hatfield, E. (1980). Space partitioning and interactions in an intertidal sand-burrowing amphipod guild. Marine Biology, 61(1), 79-88. Dahl, E. (1952). Some aspects of the ecology and zonation of the fauna on sandy beaches. Oikos, 4(1), 1-27. De Alava, A., Defeo, O. (1991). Distributional pattern and population dynamics of excirolana armata (isopoda: Cirolanidae) in a uruguayan sandy beach. Estuarine, Coastal and Shelf Science, 33(5), 433-444. Defeo, O., McLachlan, A. (2005). Patterns, processes and regulatory mechanisms in sandy beach macrofauna: A multi-scale analysis. Marine Ecology Progress Series, 295, 1-20. McLachlan, A., Brown, A. (2006). Sandy beaches as ecosystems. Work, F., Hubble, M., Teague, L., Tennant, K., Skidmore, L., Webb, H., Gillespie, B. Lister, J. (2008). Project: SC 410354 Date of Issue: June 2008. McLachlan, A., de Ruyck. A., Hacking, N. (1996). Community structure on sandy beaches: patterns of richness and zonation in relation to tide range and latitude. Revista Chilena de Historia Natural 69, 451-67

Acid Rain :: essays research papers

ACID RAIN When fossil fuels such as coal, gasoline, and fuel oils are burned, they emit oxides of sulfur, carbon, and nitrogen into the air. These oxides combine with moisture in the air to form sulfuric acid, carbonic acid, and nitric acid. When it rains or snows, these acids are brought to Earth in what is called acid rain. During the course of the 20th century, the acidity of the air and acid rain have come to be recognized as a leading threat to the stability and quality of the Earth's environment. Most of this acidity is produced in the industrialized nations of the Northern Hemisphere--the United States, Canada, Japan, and most of the countries of Eastern and Western Europe. The effects of acid rain can be devastating to many forms of life, including human life. Its effects can be most vividly seen, however, in lakes, rivers, and streams and on vegetation. Acidity in water kills virtually all life forms. By the early 1990s tens of thousands of lakes had been destroyed by acid rain. The problem has been most severe in Norway, Sweden, and Canada. The threat posed by acid rain is not limited by geographic boundaries, for prevailing winds carry the pollutants around the globe. For example, much research supports the conclusion that pollution from coal-powered electric generating stations in the midwestern United States is the ultimate cause of the severe acid-rain problem in eastern Canada and the northeastern United States. Nor are the destructive effects of acid rain limited to the natural environment. Structures made of stone, metal, and cement have also been damaged or destroyed. Some of the world's great monuments, including the cathedrals of Europe and the Colosseum in Rome, have shown signs of deterioration caused by acid rain. Scientists use what is called the pH factor to measure the acidity or alkalinity of liquid solutions. On a scale from 0 to 14, the number 0 represents the highest level of acid and 14 the most basic or alkaline. A solution of distilled water containing neither acids nor alkalies, or bases, is designated 7, or neutral. If the pH level of rain falls below 5.5, the rain is considered acidic. Rainfalls in the eastern United States and in Western Europe often range

Abrupt Onset Neurologic Deficit Health And Social Care Essay

Stroke is described as encephalon hurt due to abnormalcy of blood supply to the encephalon [ 1 ] . In clinical presentation, shot is portrayed as an abrupt-onset neurologic shortage that last at least 24 hours and is of presumed vascular beginning [ 2 ] . Brain cells unlike other cells ; make non hold the capableness to execute anaerobiotic respiration to bring forth energy. Therefore changeless O and glucose must run into its demand for appropriate maps. Perturbations of blood flow leads to inadequacy of these constituents ensuing in lasting neurological harm, disablement or decease. Stroke is besides the 3rd commonest decease in the UK, with lone bosom disease and malignant neoplastic disease accounting for more mortality [ 3 ] . Harmonizing to the British Heart Foundation ( Figure 1 ) , stoke histories for 9 % of all decease in the UK which is tantamount to 53000 deceases each twelvemonth [ 4 ] . Furthermore it besides causes premature mortality, obligated for over 9500 decease ev ery twelvemonth in people under the age of 75, approximately one to twenty of all decease in this age group [ 4 ] .Types of StrokeStroke occurs when the intellectual arteria that brings blood to the encephalon either becomes occluded or leaked. Therefore there are two sorts of shot ( Figure 2 ) . When blood vass are blocked, ischemia consequences while leaky vass causes bleeding ( Chart 1 ) . Ischemic shot is more common than hemorrhagic shot and it accounts for 87 % of all shot instances [ 5 ] . The hazard factors of shot includes age, familial, high blood force per unit area, smoke, diabetes, atrial fibrillation, happening of bosom onslaught or transient ischaemic onslaughts, fleshiness and other bosom diseases [ 6 ] as explained in deepness in table 1.PathophysiologyIschemic Stroke The mechanism of ischaemia can be divided into 3 chief classs ; thrombosis, intercalation, and systemic hypoperfusion [ 1 ] . Thrombosis is the pathological formation of haemostatic stopper within the vasculature in the absence of shed blooding [ 3 ] . In simpler footings it refers to the coagulum in an arteria. Carotid coronary artery disease occurs at the site where the common carotid arteria bifurcates into the external and internal carotid arterias [ 7 ] ( Figure 3 ) . The coagulums will finally contract the arteria subdivisions and blood flow is badly reduced. However if the coagulum manages to interrupt free and dislodge in other variety meats such as the encephalon, bosom or kidneys ; intercalation is said to hold occurred. The embolus may come from assorted countries for illustration coagulums from bosom walls due to atrial fibrillation may so go up to the bifurcate country of the common carotid arteria therefore ensuing in an impeding blood flow to the encephalon. Finally, s ystemic hypoperfusion is due to a generalised loss of arterial force per unit area [ 8 ] . This is associated with terrible hypotension, monolithic myocardial infarction [ 8 ] , shed blooding and loss of fluid in organic structure tissues [ 1 ] . Haemorrhagic Stroke Haemorrhagic stroke can be divided in to several different subtypes, the most common being intracerebral and subarachnoid bleeding [ 9 ] . Intracerebral bleeding refers to haemorrhage in the encephalon peculiarly inside the pia affair while subarachnoid bleeding refers to bleedings outside the arachnoid but inside the dura affair [ 1 ] ( Figure 4 ) .Clinical findingsIschemic shot Signs /Symptoms Symptoms may happen depending on the type of arterias that are block and the location of the occlusion. If the internal carotid arteria is blocked, patients may see sightlessness on one oculus, hemiparesis ( inability to travel one half of the organic structure ) , prosopagnisoa ( inability to acknowledge faces ) , aphasia ( inability to speek ) and dysarthria ( ocular field effects ) [ 2 ] [ 7 ] [ 9 ] . However if the vertebral arteria is occluded ; giddiness, dizziness, dual vision and failing or centripetal perturbations in some or all or the limbs will attest. Other jobs such as depression, kiping trouble, deep vena thrombosis as a consequence from inability to travel legs for a long period of clip ensuing in pneumonic intercalation may besides originate in shot patients [ 1 ] . Diagnosis Ischemic patient will frequently hold a history of high blood pressure, diabetes mellitus, or valvular bosom disease [ 10 ] . Sudden oncoming of characteristic neurological shortage besides accounts for the diagnosing. Doctors besides test the patient & A ; acirc ; ˆâ„ ¢s address, memory, ocular and facial motions [ 1 ] . Besides, a encephalon imaging trial such as CT ( Computed imaging ) and MRI ( Magnetic Resonance Imaging ) scan of the caput is indispensable in excepting intellectual bleeding with intellectual infarct and tumor [ 10 ] . Electrocardiography ( ECG ) and a complete blood trial is besides done [ 1 ] . Haemorrhagic Stroke Signs /Symptoms In subarachnoid bleeding, symptoms such as sudden concern followed by a loss or damage of consciousness that may sometimes intensify to coma or decease may happen [ 10 ] . Almost similar symptoms were noted for intracerebral bleeding whereby consciousness is ab initio lost followed by frequent purging [ 10 ] . Diagnosis CT ( Computed imaging ) scanning is of import to corroborate that bleeding has occurred. [ 10 ] . Besides, a complete blood sugar, blood count, thrombocyte count, shed blooding clip, factor II and partial thrombokinase times and liver and kidney map trial [ 10 ] are besides carried out.TreatmentsThe coveted intervention of shot is to cut down neural impairment, bar of secondary complications and to avoid shot return [ 2 ] . Treatment therapy can be farther divided into pharmacologic and nonpharmacologic therapy. The list of drugs, their action and their side effects could be found in table 2.Pharmacologic therapyIschaemic shot Thrombolytic drugs Alteplase ( rt, tissue-type plasminogen activator ) Alteplase is a thrombolytic drug which consist of a individual concatenation recombinant tPA. It has high selectivity for fibrin-bound plasminogen that on plasma plasminogen and being labelled & amp ; acirc ; ˆ?clot-selective & A ; acirc ; ˆA? [ 3 ] . It has the advantage of lysing merely fibrin [ 11 ] and less consequence on circulating, unbound plasminogen [ 14 ] . Patients under alteplast should be monitored for their intracranial bleeding and blood force per unit area. Besides, alteplast is besides contraindicated in patients with paroxysm attach toing shot, and a history of patients with diabetes [ 12 ] . The side effects of utilizing alteplast are chiefly nausea, purging and shed blooding. The hazard of intellectual hemorrhage is besides addition in acute shot [ 12 ] Antiplatelet drugsAspirinAspirin is an antiplatelet drug which exerts its consequence through irreversible suppression of thrombocyte Cox ( COX ) [ 2 ] [ 3 ] . Consequently, the transition of arachidonic acid to thromboxane A ( TXA ) , which is a powerful vasoconstrictive and stimulator of thrombocyte collection is later been prevented. As binding is irreversible, thrombocyte can non synthesis new protein due to the deficiency of nuclei therefore its map is altered for its full life span. Additionally, acetylsalicylic acid besides inhibits prostacyclin ( PGI ) synthesis in endothelium ; nevertheless depletion of prostacyclin is non prolonged as endothelium is able to synthesis new prostacyclins [ 2 ] . Hence acetylsalicylic acid is said to change the balance between TXA and PGI in such as manner that platelet anti-aggregating consequence is maintained. Aspirin is contraindicated in patients with hypersensivity to aspirin and other NSAID, active peptic ulceration, hemophilia and other hemorrhage upsets. Furthermore cautiousness should be applied when utilizing with asthma patients. Its side effects include bronchospam and GI annoyance [ 12 ] .ClopidogrelClopidogrel exhibits its consequence by moving as an inhibitor of the adenosine diphosphate ( ADP ) tract of thrombocyte collection [ 2 ] and therefore suppress the activation of GP llb/lla receptors on thrombocyte which requires them to adhere to fibrinogen and each other [ 11 ] . Caution should be noted when utilizing clopidogrel with patients who are at hazard of shed blooding from injury or surgery. Furthermore it is contraindicated in patients with active hemorrhage. Clopidogrel is besides associated with side effects such as indigestion, diarrhea, abdominal hurting and hemorrhage upsets ( including gastrointestinal and intracranial ) [ 12 ] . Clopidogrel is frequently use concomitantly with acetylsalicylic acid in cut downing shot [ 2 ] and used as a monotherapy when acetylsalicylic acid is non tolerated de spite add-on of a proton pump inhibitor [ 12 ] .DipyridamoleDipyridamole exert its consequence by increasing intracellular degrees of camp by suppressing cyclic nucleotide phosphodiesterase accordingly cut downing thromboxane Asynthesis which is potent in thrombocyte collection [ 11 ] . In add-on, dipyridamole is known to hold possible vasodilating belongingss through its suppression of adenosine consumption in vascular smooth musculuss [ 13 ] Dipyridamole is frequently combined with acetylsalicylic acid in a sustain release preparation for secondary bars of ischemic shot [ 13 ] and is uneffective when used entirely [ 12 ] . Besides, it should be used with cautiousness in patients with aortal stricture, declining angina and drugs that may increase hazard of shed blooding. Its side effects are GI effects, giddiness, and throbbing concern [ 12 ] .TiclopidineTiclopidine is a thienopyridine antiplatelet which has similar construction and mechanism of action to clopidogrel [ 2 ] . Howeve r it is associated with haematological perturbations such as neuropenia as it suppresses bone marrow. It besides causes roseola, diarrhea and elevated serum cholesterin degree [ 2 ] therefore it is debatable when administrating them to patients. Nevertheless it is given to patients who fail to react to aspirin, acetylsalicylic acids combined with dipyridamole and clopidogrel [ 13 ] . AnticoagulantsWarfarinWarfarin is unwritten decoagulants which inhibit the decrease of vitamin K therefore interfering with post-translational -carboxylation of glutamic acid residues in coagulating factors [ 3 ] . Warfarin is use as bar of shot in patients with atrial fibrillation. Targeting an international standardization ration ( INR ) of 2.5 is recommended [ 2 ] . Caution should be noted on patients with a recent surgery, and attendant usage of drugs that increase hazard of shed blooding. Warfarin is besides contraindicated with peptic ulcer and terrible high blood pressure. Side effects are haemorrhage therefore monitoring INR is important as doses need to be adjusted and omitted suitably to forestall major and minor hemorrhage [ 12 ] . Lipid Regulating DrugsLipid-lowering medicinesLipid-lowering medicines inhibits 3-hydroxy-3-methylglutaryl coenzyme A ( HMG-CoA ) reductase, the rate-limiting enzyme in cholesterin synthesis in the liver. Lowered intracellular concentrations stimulate an addition in look of low-density lipoprotein ( LDL ) receptors in the liver ensuing in an increased consumption of LDL-cholesterol from plasma into liver cells. This mechanism reduces LDL and entire cholesterin in the plasma [ 14 ] . Statins is used as a secondary bar of shot in patients who have diagnostic atherosclerotic disease [ 3 ] though they may increase the hazard of early hemorrhagic enlargement [ 15 ] . Besides, lipid-lowering medicines should be carefully used in those with history of liver disease or high intoxicant consumption. Lipid-lowering medicines can do GI perturbations, concern, giddiness [ 12 ] and assorted muscular side-effects including myositis. Haemorrhagic strokeVitamin KIn intercerebral bleeding, vitamin K is normally given intraveneously [ 9 ] . Generally, vitamin K is of import in the formation of coagulating factors II, VII, IX and X. Side consequence includes hypersensitivity. Furthermore transfusions of thrombocytes and fresh frozen plasma are given [ 9 ] . Calcium channel blokersNimodipineNimodipine, a Ca channel blocker is normally given to forestall vasospasm and incidence of ischaemic neurological shortages following aneurismal subarachnoid bleeding [ 12 ] . It exerts consequence by doing generalized arterial/arteriolar distension and intellectual vascular beds. It should be carefully used in patients with intellectual hydrops, hypotension and those taking Citrus paradisi. It is besides contraindicated with unstable angina and those who are within one month of myocardial infarction. Nimodipine is besides associated with side effects such as hypotension, fluctuation of bosom rate, concern and GI upsets [ 12 ] .Nonpharmacologic TherapyLifestyle alterations Post shot patients are encouraged to hold a healthy diet which involves devouring more fruits, and veggies with at least five parts per twenty-four hours. Reducing salt consumption, ruddy meat, debris nutrient and intoxicant ingestion is of import to command blood force per unit area. Home cook nutrient is extremely encouraged than eating out. Besides, quit smoke by motive and support is besides indispensable. Exerting such as walking on a treadmill for station shot patients helps cut down blood force per unit area, maintain organic structure weight, promote healthy bosom musculuss, and keep healthy balance of LDL and HDL in the blood. Surgical intercessions and rehabilitation Centres Craniectomy is used to let go of the lifting force per unit area in instances of ischaemic intellectual hydrops. Carotid endarterectomy ( surgical remotion of atheromas or coagulums ) of a stenosed carotid arteria is effectual to cut down shot incidence and return [ 9 ] . On the other manus, surgical intercession to either cartridge holder or ablate the piquing vascular abnormalcy reduces the opportunities of rebleeding in patients with subarachnoid bleeding [ 2 ] . Besides, stroke attention Centres such as rehabilitation has been shown to cut down disablement and aid patients to relearn loss accomplishments such as walking, pass oning and many others when portion of the encephalon is damaged.NICE Guidelines [ 15 ]Based on the shot algorithm on chart 2, FAST trial should be performed on those with sudden oncoming of neurological symptoms. However those with hypoglycemia should be excluded. Those with positive showing will undergo several diagnosings and appraisal of encephalon showin g. If shot is indicated, the patient will be treated with alteplast less than 3 hours from the oncoming of shot. If there are no immediate indicants, scanning has to be done within 24 hours. Following, patients are admitted to acute shot unit for specializer and monitoring intervention. The types of shot will be identified. If it is an ischaemic shot, antiplatelet intervention with 300mg acetylsalicylic acid is given and in hemorrhagic shot, contrary decoagulants are given. Thereafter, supervising patients physiological demands will be done. Surgical referral and intercessions will be done if it is indispensable. Nevertheless, patients who do non necessitate any surgery will be given medical intervention before discharged.DrumheadStroke is one of the major unwellnesss that consequences in high per centum of mortality every bit good as disablement. Two major types of shot which accounts for the occluded or leaked arterias have given rise to ischemic and bleedings severally. Signs and symptoms of shot really much depend on the country of harm and the location of the incidence. Treatments available are divided into two parts which is pharmacotherapy and nonpharmacologic therapy. Pharmacotherapy interventions involve the use of drugs while nonpharmacologic therapy involves lifestyle alterations, surgical intercessions and rehabilitations.

Police Mountain Bike Patrol

Police Mountain Bike Patrol History Police Mountain Bike Patrols in the United States-The utilization of mountain bikes by law enforcement agencies has become more commonplace today than ever before. Local, state, and even federal agencies all utilize mountain bikes to so-me degree in their efforts to provide better service to the populations they serve.The birth of the modern utilization of mountain bikes by a law enforcement agency began in 1987 with the Seattle Police Department starting a bicycle patrol unit. The Seattle Police Department began their patrol in their downtown area due to traffic congestion, which caused a poor response time on the part of police officers. The bike patrol was an immediate success for the police in regards to the response time problem as well as presenting a positive image of officers to the public. Today, there are over 2,000 mountain bike patrol units across the country.The Utilization of Mountain Bikes by the Lafayette Police Department- Currently, the Lafayette City Police Department only utilizes mountain bikes during Festival Acadiens, Festival International, and during certain undercover operations conducted by the street level ACTION (Attacking Crime Through Involvement Of Neighborhoods) unit.Seattle Police Department

The Tempest How is Caliban presented and what is his dramatic significance to the play Essays

The Tempest How is Caliban presented and what is his dramatic significance to the play Essays The Tempest How is Caliban presented and what is his dramatic significance to the play Essay The Tempest How is Caliban presented and what is his dramatic significance to the play Essay Essay Topic: The Tempest Caliban is the son of Sycorax, a witch that originally inhabited (and so is the only true native) of the Island on which the play is set. He is the misshapen slave of Prospero who claimed the island as his own when he was banished to it 12 years previously.Prospero refers to him using earthly names, such as tortoise, making very clear quite early on that Caliban is not considered an equal by Prospero or Miranda. He is seen as a lower, uncivilised life-form because of the uneducated and primal state they originally met him in, making their actions to correct this mirror the current events during the Elizabethan period in regards to the discovery of the Americas. Shakespeare has used the character of Caliban to represent the natives of such countries, giving the role of the civilised invaders to Prospero and Miranda who attempt to educate Caliban in a bid to make him an acceptable person in the eyes of the society Prospero was usurped from. This was a failure, a s although they took pains to make [him] speak they could not rid him of his primal nature or his uneducated sense of morals and so he could see nothing wrong with endeavouring to rape Miranda. This was the point where Prospero stopped trying to nurture Caliban into a respectable man and started seeing him as filth. Shakespeare chose to include such an occurrence to highlight the fact that we cannot judge natives from undeveloped countries by western standards, as however much semantic knowledge they acquire, it is made completely redundant if they are taught western morals to which we feel they should abide by, making Caliban crucial to conveying this theme.Despite the deficient schooling, he is very close to the natural aspect of the island, which is shown in his passionate and almost poetic description of it (The isle is full of noises / Sounds and sweet airs that give delight and hurt not) which is quite contradictory to the image of poisonous slave that Prospero describes.The t heme of nature being tainted with magic is also explored in the character of Ariel, as well as Caliban and Shakespeare presents these two characters as almost a representation of good and evil. Another common characteristic is that they are both under the control of Prospero, but they respond to their captivity in very different ways. Caliban sees his imprisonment as an injustice as he claims This islands mine by Sycorax, my mother, which thou takst from me and so responds to his captor in a negative way, whereas Ariel remains on the good side of Prospero and so receives much better treatment. Ariel is described as his fine apparition and is an airy spirit which corresponds more to the elements, leaving Caliban discussing springs, brine pits keeping the connection between him and the earth very strong.The actions of Caliban towards the end of the play draw parallels with the actions of Antonio as well, in the way his ambition leads him to attempting to usurp Prospero from his positi on. The only difference is that Antonio actually achieves this, but the raw ambition that led them to commit the deeds are the same, which is demonstrated when he tells Stephano and Trinculo The dropsy drown this fool I what do you meanTo dote thus on such luggage? Lets alone, And do the murder first

Three stages of Emerging Markets in a financial crisis Essay

Three stages of Emerging Markets in a financial crisis - Essay Example Mismanagement of financial liberalization and globalization becomes the major culprit as was evident in Mexico in 1994 as well as many East Asian countries in 1997 (Myeconlab, 2011). In the United States, we sow the seeds of a financial crisis in the emerging market countries as those countries liberalize their financial system. This is done by doing away with restrictions on the financial institutions and markets domestically and opening up the economies to flow of capital and financial firms from other nations. A currency which is fixed against the US dollar becomes subject to a speculative attack, where the speculators engage in the massive sales of the currency. Currency crisis sets in as currency sales floods the market and supply outstrips demand which leads to the value of currency collapsing. Interest rates get high, uncertainty increase and asset prices fall. The emerging market economies denominate several debt contracts in foreign currencies leading to a currency mismatch. The domestic currency depreciation increases the value of debts relative to assets which leads to the decline of the net worth of a firm. This decline then increases adverse selection as well as moral hazard problems. Investment also declines as well as economic activity. Therefore to prevent financial crisis in emerging market certain policies are considered including improving prudential regulation and supervision, limiting currency mismatch as well as seq1uencing financial

Equality Essay Example | Topics and Well Written Essays - 1250 words

Equality - Essay Example Moreover, at a larger dimension, wealth equality also addresses the inequalities between different countries around the globe. The predominance of wealth inequality affects different socioeconomic and cultural development among various societies globally. The paper will also look at the genesis of the quest for economic equality, the state of the whole matter and the effects of the same in the attainment of equitable economic growth. This is done in line with an in-depth analysis of the Virginia Declaration, the UN universal human rights and the Bill of rights among other related sources. Need for wealth equity The need to pursue economic equality among individuals and between different countries of the world arose upon the realization of the exploitative nature of humans by their fellow likes. This has been because of the ever-escalating gap between the bourgeoisies and lower class people in the society (Wilkinson and Pickett). In a bid to minimize this gap, there arose a quest for wealth harmonization between individuals and countries hence the origin of the appeal for equitable distribution of wealth for attaining a uniform economic growth across the globe. Much effort has been invested in this quest although always met with a lot of resistance from the high class property owners. In some instances, the appeal has minimally succeeded, for instance, in Russia and Switzerland. Global trends in wealth inequality The recent state of equality with regard to wealth distribution and ownership between different parties in the world has raised eyebrows as the gap between the poor and the rich continue to widen across the board. The rich still continue to earn more as the poor continue receiving diminishing wages in the world economic market. This is the state of the matter in most European countries with the exception of France, Japan and Spain with Israel, Turkey and United States mostly trapped within the vicious circle of an increasing gap between the poor and the rich. On a broader dimension, economic inequality has been majorly experienced in the less developed regions of the world such as the Indian subcontinent as well as in the sub-Saharan Africa. Factors promoting wealth inequality Taxation policies According to UniversityWorldNet, one of the most contributing factors to economic inequality and unequal wealth distribution around the globe is the trend and the nature of taxation in many countries that has not favored development in these regions. A progressive tax system has been adopted by most countries whereby the tax rates progressively increase as the tax base increases in amount i.e. as more money circulates in a country. A sharp economic growth often leads into an equal spread of resources within the entire population. Economists have reasoned that the tax trends in the world after the Second World War has been the major contributing factor for the increasing inequality gap between the rich and the poor countries around the globe as well as between the individual members of a state. Labor market systems Another factor that has hindered the

The rights and obligations of parties involved in marine salvage under Essay

The rights and obligations of parties involved in marine salvage under the admiralty law - Essay Example The oil ship Rusty Floater was moored alongside Old Bucket in the process of feeding oil to the latter when a gale blew and,though moderate,was enough to break the forward quay moorings of Old Bucket.It came so sudden that there was no time to disconnect the oil supply pipeline. Old Bucket broke free from the oil feeder ship and proceeded to drift into port, threatening to collide with other vessels anchored at the marina. At this, the crew of a tugboat in the area sprung into action. The tugboat master, who is experienced in oil spill control at sea, concentrated on Rusty Floater and helped disconnect its oil pipeline properly, while his crew cast tow ropes at Old Bucket to hold her steady. The operation succeeded such that Old Bucket did not harm other vessels and the oil feeder ship Rusty Floater was prevented from spilling bunker oil into the sea. When the danger was over, the tug towed Old Bucket to another berth, while the master of Rusty Floater signed an LOF 2000 agreement wi th a SCOPIC clause with the tugboat owner.In signing the LOF (Lloyd's Open Forum) 2000 contract with a SCOPIC clause, the owners of Rusty Floater basically signified their agreement to provide an award to the tug for the salvage of their vessel. As a form of salvage contract, LOF 2000 defines the services rendered by the rescuer and the rights and obligations of the parties, such as what proportion of the salved values of the vessel would be awarded. In the instant case, the LOF 2000 contract probably specified the parties' agreement that the salvage operation was a low-value case that nonetheless became critical because of the threat to the environment (Bishop, 2000). The addition of the SCOPIC clause in the contract indicates the parties' agreement to an amount of award appropriate to this "low-value" threat. The SCOPIC clause in the LOF 2000 contract also means that the parties agreed to a two-tier remuneration system: full tariff rates if all the tug's salvage equipment were rea sonably engaged or used at some stage of the operation, but only 50 percent if these equipment were mobilised but not used. In effect, the signing of LOF 2000 with a SCOPIC clause between the masters of Rusty Floater and the tug guarantees a successful salvage claim against the oil feeder ship. There was no mention if the owners of Old Bucket signed the same agreement but if they did, the tug owner is due for two potentially successful salvage claims against both Rusty Floater and Old Bucket. The salvage claim against Old Bucket derives its strength from admiralty law provisions dictating that there is such a claim if a vessel requires assistance as result of an incident to try to minimize the extent of its losses and, in this case, prevent a possible collision with other moored vessels. From the oil carrier Rusty Floater, the tug owner deserves an even higher salvage award because his action served to prevent pollution and damage to the

Best teacher Essay Example for Free

Best teacher Essay My best teacher that I have had thus far in my academic teacher would have to be Elias Semaan. Professor Semaan taught the upper level Finance courses here at JMU and his intelligence as well as his passion captured my attention and made me want to absorb the knowledge that he was preaching. I had Professor Semaan my sophomore and junior year and he was great. He taught a difficult course, FIN 360 Analytical Methods in Finance but he made difficult concepts and equations seem easy by going through the logic behind them and why and how we use them. He added in humor to lighten the heavy load of the courses content and keep the class happy. He was also very creative and used his own little real world examples while explaining bigger critical concepts. Professor Semaan did an excellent job of keeping the class active and participating. He was open to the student’s opinion and always asked at the beginning of class if anyone was having trouble with anything in the course or had any questions, if they did we would discuss it as a class until everyone was caught up. At first I had difficultly grasping some of the concepts as I had switched my major from Management to Finance, but he sat down with me one on one in his office and walked me through any questions I had with clear cut explanations until I had them down. He used tests as assessments for the class and they were tough but fair. If you paid attention and did all your work, the problems would seem familiar and if you slacked off in class or did not attend it would show through the grade of his tests. He was not an easy teacher by any means and you had to work hard for a good grade but he made you want to succeed and motivated me to reach my full potential more than any other of my teachers had. I liked him so much in FIN 360 that the next year I took his other class, FIN 450 Financial Risk Management. I grew a close relationship with Professor Semaan as we shared stories, went over new and challenging concepts, and he served as a role model for me through my College career. Professor Semaan said I remind him of a younger version of himself and I take that as a great compliment. He is very intelligent, he received his PhD in Finance at George Washington University and has been teaching at a University level for over 10 years now. He is in his early 50s and has had a hard life with many ups and downs but continues to push forward and motivate his students to succeed and reach their highest potential. He is dedicated, ambitious, intelligent, funny, charismatic and strong-minded and I admire him and respect him tremendously as a person and mentor. He has made me want to put in all of my effort and work as hard as I have to until I understand what I am learning. He pushed me in the right direction and offers me priceless career information as to what paths to go into and how to make myself look good to employers. He even gave me his cell number to call him if I have any questions or problems at any time. He has my back and I respect him for all that he has done for me and all that he has accomplished throughout his life. I believe Professor Semaan’s teaching philosophy is to have his students maximize their learning potential and focus on their strengths to pick a career path where they will ultimately be happy as well as successful. He has done a great job abiding by his philosophy and has helped me through College and the job searching process. He held office hours by schedule and by appointment and was very flexible and would work with you and do whatever he had to ensuring that his students learned. He also pushed his students to succeed through his charisma and charm and worked one on one with students who went out of their way to learn. He was my best teacher and I feel very lucky that him and I were able to cross paths and establish such a great relationship as teacher/student, mentor/role model, and friends.

Drivers of Customer Loyalty and Firm Profitability Research

Drivers of Customer Loyalty and Firm Profitability Research Financial institutions perform a vital role in facilitating the aggregation and allocation of capital with the help of conveying individual savings in to loans to businesses, government and individuals. The role of banking division in the concentration and distribution of capital in Ghana can not be disputed. The recent credit crunch has left a deep impact over the performance of various banks all over the world. Thus, in order to survive in the long run, the institutions need to adopt competitive strategies. One and the most important of such strategies in the banking sector constitute customer loyalty to business which makes the banking businesses competent. In this paper, we will analyze the determinants of customer loyalty and their impact on the share market and firm profitability with the help of studying the customer relationship management (CRM) and contact management of Barclays Bank in Ghana. In the late seventies and early eighties, the state owned banks in Ghana dominated the formal banking system of the country as they had monopoly with respect to their spread and operations (Hinson and Hammond, 2006). However, the banking environment has now been evolved. According to Hinson and Hammond (2006; p.45), universal banking law has permitted all categories of banking to be performed under a single body for corporate banking which has greatly restructured the scopes of competency in various banking products in Ghana. Thus, the banking sector in Ghana has been brought in to the competitive arena which is based on the customers and products due to the reforms and deregulations. This infers that the management of the banks in Ghana should employ the strategies that provide customer satisfaction, customer loyalty, customer retention and thereby, increase firm profitability and market shares. 1.1 Service Quality Concept The European school of thought, vastly expressed by the work of Gronroos (1984), explains that the customers recognize service quality from two aspects which are: (1) the technical aspect of service and (2) the functional aspect of the service. Technical quality is determined by knowing if the customers expectations from the service are fulfilled or not. The functional quality is recognized through the customers perception about the service production and its delivery. According to Richard and Allaway (1993), both of these distinctions are correct and needed to define customers service quality analysis and loyalty behaviour. However, this concept does not consider the physical environment of the service. Thus, the American school of thought led by the work of Parasuraman et al., (1985, 1988) has been adopted in various studies which states that service quality is basically the difference between perception and expectation of the delivery of service. According to this model, service q uality has five dimensions on which customers judgement about perceived service quality is based. These dimensions are: Reliability: Performance assurance, accuracy and dependability of the service. Responsiveness: Will to help and provide prompt service to the customers. Assurance: Knowledge, courtesy and ability of the employees that ensures trust and confidence. Empathy: Care and special attention given to the customers. Tangibles: Outlook of the personnel, equipments and other physical facilities. These five dimensions will be measured through a scale called SERVQUAL comprising of 22 items. Service quality is operationalized according to the gap between perception and expectation (P-E). Thus, the SERVQUAL determines the gaps in the service delivery of a firm. SERVPERF is another service quality measure that has been developed by Cronin and Taylor (1992) considering that SERVQUAL was inadequate. According to them, performance and not perception minus expectation determines service quality by proving that expectations have almost no impact on the customers evaluation about service quality. Both of the SERVQUAL and SERVPERF conceptualizations have been incorporated in our research model for this study. Although, our research model includes P E, we measure service quality on the basis of perception only since expectation is insignificant (Cronin and Taylor 1992; Brady et al., 2002). However, the basics of Parasuraman et als., (1988) dimensions of service quality have been retaine d in our model. Moreover, the 22 items of these dimensions in our study are slightly modified according to relevancy. 7 point likert scale will be used to measure P. 1.2 Customer Loyalty Concept In our study, we have incorporated both attitudinal and behavioural concepts of customer loyalty. The following cues will be used to measure customer loyalty in the banking sector of Ghana. Word of Mouth: Recommendations made by the customers to their friends and family for using the services of the bank. Repeat Purchase: Repetition or consistency in making purchases by the customers for the banks products and services. Satisfaction: The level of pleasure or happiness of the customers with their banks services and products. 2. SERVICE QUALITY MODEL The Disconfirmation Paradigm (Parasuraman et al., 1985) allows service quality model to measure disparity between consumers perceptions and their expectations for the quality of service. Figure 1 given below represents the service quality model for the banking sector. This model illustrates that there are five gaps in delivering the quality service to the customers. These gaps are described below. Gap 1: This gap can be referred as Understanding as it depicts the difference between expectations of the customer and the management perceptions of the customers expectations. Gap2: This gap can be referred as Service Standards since it depicts the disparity between management perceptions of customer expectations and specifications of service quality. Gap 3: This gap can be referred as Service Performance as it illustrates the disparity between the service quality specifications and the actual service delivered to the customer. Gap 4: This gap can be referred as Communications since it shows the disparity between service delivery and external communication with the customer about the service. Gap 5: This gap can be referred as Service Quality as it depicts the disparity between customer expectation for the quality of the service and the customers perception about the performance of the firm. Gaps 1 till 4 impact the service delivery leading to Gap 5. Thus, these four gaps have a very strong influence over the gap 5. This study will focus on the potential discrepancies found in all the gaps. The managerial implications associated with these gaps must be assessed in order to formulate proper business strategies. These resultant strategies will then be properly implemented for closing the identified gaps found in the banking sector in Ghana and thereby, to improve service quality and profitability of concerned Bank. Word of Mouth Communication Personal Needs Past Experience Expected Service Perceived Service Gap 5 Service Delivery External Communications with Customers Gap 4 Translation of Perceptions in to Service Quality Specifications Management Perceptions of Costumer Expectations Gap 2 Gap 3 Gap 1 3. PROBLEM STATEMENT The gaps 1 to 4 impact the service delivery and are concerned with the management and service providers of the bank. Thus, the question arises, what variables or factors are responsible for creating these gaps or what is the lacking of the management that refrain them from delivering the quality service to the customers? As for Gap 5, the question arises which business strategies should be adopted to reduce the gaps and thereby, improve service quality and performance of the bank. 4. HYPOTHETICAL MODEL This paper is aimed towards finding loyalty drivers according to the viewpoint of the customers of the Ghanaian retail banking. This chapter of the paper will present a hypothetical model that will be used to determine the relationship among loyalty, loyalty drivers, banks profitability and market share. Figure 2 provided below represents the framework of our hypothetical model. The model presented in figure 2 below explains the service quality as perceived by the customer. This model has been premised on seminal model (SERVQUAL), Cronin and Taylor (1992; SERVPERF), Parasuraman et al., (1988) and Brady and Cronin (2001). The quality of service conceptualized by 2 pathways that are: (1) P-E representing the gap in between perception, P and expectation, E and (2) P that represents only perception as the conceptualization of expectation (E) is not important (Cronin and Taylor, 1992). Thus, perception is what is actually measured. Hence, the questionnaire in the survey will consist of a single set to elicit answers concerning customers perception (Brady and Cronin, 2001) instead of two sets of questionnaires for measuring perception and expectation distinctively and for determining the difference between the two as was done by Parasuraman et al., (1988). The framework provided in this paper demonstrates the fact that fake loyalty may be found abundantly and inco mplete satisfaction will result in customer switching. The model below illustrates a gap which represents the disparity between the customers perception and expectation. Since the expectation of a customer does not influence the actual service delivered to him/her by the bank, thus, it holds an insignificant value. This infers that the actual service delivered will depend on the perceived service quality which in turn is also influenced by various service quality dimensions namely: tangible, reliability, responsiveness, assurance and empathy. Moreover, it is known that these dimensions influence both the customers service quality perceptions and the management designed service quality. Thus, the hypotheses and the hypothetical model are the same for all the gaps mentioned above. This research paper will investigate the disparity between the perceived service quality and the actual quality of service delivered to the customer by measuring the above mentioned service quality dimensions. Service quality dimensions Competitive Price Expectations (Expected Service) Perception  (Perceived Service Quality) Satisfaction Loyalty Actual service Experienced Tangible Reliability Responsiv-eness Assurance Empathy Banks Profitability Bank (image reputation) Market share Dissatisfied customers Switching customers 5. PURPOSE AND OBJECTIVES 5.1 Purpose of the Research The purpose of this study is to empirically analyze the hypothetical model and the related hypotheses. The analysis of the hypothetical model will lead to the formulation of appropriate business strategies that will overcome the potential disparity between perceived service quality and the actual quality of service delivered to the customer upon implementation. 5.2 Research Objectives 5.2.1 Primary Objective The objective of this paper is to investigate the drivers of customer loyalty and firm profitability with the help of collecting empirical evidence through interviewing the customers of various banks in Ghana and also, through assessing a case study of Barclays Bank Ghana. Due to the distinct cultural values of the Ghanaian Society, our study will focus on the extant literature. 5.2.2 Secondary Objectives Businesses conventionally implement aggressive marketing strategies in order to draw the attention of the new customers and thus, increase market share at the cost of competitors. According to the latest trends in competition, those businesses benefit the most that focus on retaining their customers while providing them the goods and services (Roberts, 2005). Customer retention with the help of enforcing quality in products, services, prices and accessing facilities of the bank among others play a critical role in customer satisfaction. Studies have shown that satisfied customers always return to their service providers and also, make their recommendations to friends and families which in turn increase both market share and profitability of the firm. In the banking sector of Ghana, it is generally hypothesized that high performance of the bank is associated with high customer retention. Thus, Bankers appraise customer loyalty as the key factor towards maintaining market share and increasing profitability of the bank. Due to the high customer chum, it is important to know that what drives customer loyalty. Ghauri and Grà ¶nhaug (2005; p. 14) state that assumptions and speculations should not be accepted or rejected unless these assumptions are critically studied to give logical and reliable reasoning for their acceptation or rejection. This study seeks to attain this aim that requires investigation of the drivers of customer loyalty serving as the core of design strategies that result in the increase of customer retention and bank performance by taking in to account the case study of Barclays Bank in Ghana. 6 RESEARCH QUESTIONS AND HYPOTHESES 6.1 Research questions In order to study the optimization of the enterprise contact management through a CRM enabled contact centre platform by taking in to consideration the case study of Barclays Bank in Ghana, the following question are being posed in this paper. What are the factors driving customer loyalty in Ghanas banking sector, in particular Barclays Bank Ghana? What are the factors that set back customer loyalty and retention in the banking sector in Ghana, particularly Barclays Bank Ghana? Does customer loyalty is achieved through customer satisfaction? Do reluctant customers approach other banks in order to get better and improved customer relations and services? 6.2 Hypotheses Our study will test the following hypotheses in this paper. H1- Service quality influences loyalty and satisfaction of the customer. H2- Tangibility, responsiveness, reliability, assurance and empathy are the five dimensions of service quality that vary to the extent to which they instigate customer loyalty and satisfaction. H3- Customer loyalty and satisfaction depend upon competitive pricing. H4- Perceived reputation and image of the bank stimulate customer loyalty. H5- Banks or enterprises profitability can be increased by customer loyalty and market share. H6- Reluctant customers approach other banks in order to get improved service quality from other banks. 7. BACKGROUND- BANKING IN GHANA Ghana has a well structured financial system that is built around the capital market, the Bank and the non Bank Financial Institutions. Banks are further divided in to the following classes on the basis of a licensed system: Universal Banking under Class I banking license. Universal and off-shore Banking under Class II banking license. Universal, off-shore Banking and ARB (Association of Rural and Community Banks) APEX Banking under the general banking license. (Bank of Ghana, Annual report, 2007). At present, the minimum amount of GHC 60 million is required to be possessed by the banks that are operating in Ghana as their stated capital (Bank of Ghana, Annual report, 2007). Ghana has 26 major banks operating under the Universal banking license and 126 rural and community banks that have been licensed for ARB Apex banking system. And also, 41 non Banking Financial Institutions which comprise of Discount Houses, Finance Companies, Mortgage Finance Companies, Savings Companies, Loans Companies and Leasing Companies. All of these NBFIs are supervised by the Bank of Ghana that is the central bank of Ghana. The activity based division of Commercial, Merchant and Development banking operating previously in Ghana have been replaced by this categorization. This was done in the wake of the initiative for the financial reforms that enabled universal banking in Ghana and thus, dissolved the operating limits hypothesized on the initial activity of incorporation. The goal was to transform t he conventional way of banking operation in order to welcome competitive trading in to the banking sector. Dr. Acquah, the Governor of the Bank of Ghana stated in his speech at the Fifth Banking Award Ceremony that universal banking was introduced in order to promote new banks, liberalize the options for the banking services, extend the branch network and increase competition for deposit at the level of retail (Acquah, 2009). Since the banks constitute 70 per cent of the financial sector, thus, they are the most common source for contributing to the economy (Bawumia, 2008). The head offices of all the banks in Ghana are situated in the national capital of the country while their several branches are located in major cities and town of Ghana that are owned by the government, Ghanaians, foreigners or the combination. Currently all the banks in Ghana possess Universal Banking License. Only 12 banks in Ghana are owned by its citizens. The table below shows the banks operating in Ghana with their branch networks, area of activity and proprietorship. Name of Bank Number of Branches Ownership Current Banking Licence Barclays Bank of Ghana Ltd 120 Non- Ghanaian Universal Merchant Bank (Ghana) Ltd 16 Ghanaian Universal Ecobank Ghana Limited 32 Non- Ghanaian Universal Ghana Commercial Bank Ltd 143 Ghanaian Universal National Investment Bank Ltd 24 Ghanaian Universal Standard Chartered Bank Ghana Ltd 19 Non- Ghanaian Universal SG-SSB Bank Limited 36 Non- Ghanaian Universal The Trust Bank Limited 17 Ghanaian Universal Agricultural Development Bank Ltd 50 Ghanaian Universal Amalgamated Bank Limited 10 Non- Ghanaian Universal Prudential Bank Limited 10 Ghanaian Universal Fidelity Bank Limited 6 Ghanaian Universal Zenith Bank Limited 9 Non- Ghanaian Universal Stanbic Bank (Ghana) Limited 10 Non- Ghanaian Universal Unibank Ghana Limited 11 Ghanaian Universal Intercontinental Bank Limited 12 Non- Ghanaian Universal HFC Bank Ghana Limited 11 Ghanaian Universal First Atlantic Merchant Bank Ltd 4 Ghanaian Universal International Commercial Bank Ltd 12 Ghanaian Universal Guaranty Trust Bank Limited 5 Non- Ghanaian Universal CAL Bank Limited 10 Ghanaian Universal United Bank for Africa (Gh) Ltd 16 Non- Ghanaian Universal Bank of Baroda Ghana Ltd 1 Non- Ghanaian Universal BSIC 1 Non- Ghanaian Universal BPI Bank Limited 9 Non- Ghanaian Universal Table 1: Banks in Ghana (Source: Price Waterhouse Banking Industry Survey, 2008). 7.1 The era of post Banking Reform in Ghana Developments in the era of post Banking Reforms in Ghana can be concisely expressed as the transformation of the distressed and dysfunctional banking system with illiquidity and insolvency, credit rationing and interest rate controls in to a market based regime along with improving the bank supervision in order to ascertain that efficiency and profitability is increased (Acquah, 2006). The Economic Recovery Programmed (ERP) introduced the Financial Sector Adjustment Program, generally referred as FINSAP so that the banking sector can play a vital role in promoting the economic development. This program was executed in two in two phases. In the first phase, FINSAP 1, provisions were made for liberalizing the banking industry and restructuring the distressed banks in Ghana (Brownbridge et al., 1998). The restructuring part was very crucial since these banks were either extremely important for the economy or deeply associated with other economic activities such that their demolition may result in disastrous ramifications. The second phase, FINSAP 2 brought new dimensions in the financial industry reform program through privatizing state owned banks, technological advancements, human capital development and careful supervision and regulation by the central bank of Ghana. In addition to this, the second phase of FINSAP characterized cautious banking through revising the Banking Law of 1970 and through introducing the Banking Laws of 1989 and 2004 which enforced the requirement of minimum capital keeping in view the increased number of banks and branches. Due to FINSAP 2, the banking and the financial industry in Ghana experienced strong regulation and supervision along with the advancement in latest payments and settlement system. Above all was the Payment Systems Development Strategy by the central bank of Ghana that focused at the delivery of financial services that enhanced the financial intermediation with the help of the progress of electronic payment products that include ATM (Automated Teller Machine) services, e-money, transfer of funds at the point of sale, SMS (Short Message Service), internet and telephone banking. Recently, e-zwich was brought in to the market in order to build a common platform that assisted in connecting the different banking institutions through a biometric smart card (Acquah, 2009). All the banks responded positively to the introduction of information and communication technology (ICT) in delivery of financial services which in turn improved the financial performance. This outlook over shadowed the competition and distinguished market share and profitability among the banks in Ghana. The new foreign and private banks launched latest technologies whereas the government banks have to cope up with the redundant man power and non-performing assets. The new banks encounter the challenges of market share, spread and size from the conventional banks. In order to overcome this challenge, the new banks employed the strategic option of swift implementation of the prescribed new products and the development of financial services administered by the Bank of Ghana so that the un-banked, banked and under banked customer classes of the population could be captured. 7.2 The Case Study of Barclays Bank, Ghana As shown in the table 2 provided above that Barclays Banks holds a leading position in the Ghanaian financial services market place in addition to an aggressive nationwide branch network. Thus, Barclays being the premier banking institution of Ghana is leveraging its distinct characteristics in order to compete effectively in the highly competitive and fast progressing banking and financial services industry of Ghana. In order to further differentiate itself from the rest in the competition, Barclays Bank is headed towards promoting its strategy of holding its market leadership position through developing its customer management functionality with the help of implementing a robust solution for customer relation management (CRM) with strongly emphasizing over its customer service operations. Barclays commenced this initiative for CRM in order to facilitate the customer facing the banks operations with the technology platform enhancing the banks operations and enabling the bank to compete effectively in addition to becoming a truly customer focused organization. Thus, Barclays is looking forward to working with a reputable organization in order to develop and upgrade its existing customer contact centre along with integrating it with CRM Dynamic Solution by Microsoft. Completely equipped, contact centre of Barclays Bank will eventually enable the customers to interact and deal with the bank via multiple channels such as voice, e-mail, fax, IVR, web, etc.) that fulfils various functionalities of sales, marketing and service at the time of their convenience either with a customer representative or through self service. It is highly vital for Barclays to enhance its processes facing customers in order to develop the business relationship in between its customers and employees for attaining its business goals. The implementation of such an advance and complex customer management project is to be based upon detailed and comprehensive planning, apt consulting and allocation of technical resources to ascertain that the desired goals are achieved with in a certain time period, being as cost effective as possible. Electronic services department of Barclays strongly believes that the goals of this initiative required being in line with the overall business strategies of Barclays Bank. It has been observed from similar engagements that spanning numerous industries is not adequate to ensure desired result. Barclays must recognize the important role that it has to play in the initial stages of the project. Complete commitment and dedication from Barclays is required through out the total time frame of the project in order to ascertain and realize the significance of enhancing its customer management functionality which will ultimately result in the growth in revenue and profitability. 7.2.1 Requirements for the Barclays Bank Ghana Barclays Bank Ghana is looking forward to improving its overall customer management operations through commencing a CRM strategy that is most likely to enhance the banks customer focus strategy. The first stage of this CRM initiative will emphasize over improving the customer service function of the bank through making new advancements in its current platform for the centre. This is achieved by employing latest tools that will improve the interaction of the customers with the bank either through the customer service representation or by means of self service. The first stage of CRM initiatives is most likely to improve the sales and marketing processes of the operation of the bank and set the stage for linking these processes with the customer service operations and allowing them to access the tools that will support in improving their performance, enhance their functions and recognize understand the customer as the Banks primary asset. The bank has recognized the following basic functions necessary for improving its existing contact centre platform. Outbound Calls and Multimedia Channels Automatic Distribution of Calls Caller Line Identification Complaint Management Interactive Voice Response Integration of CRM Computer Telephony Integration Call Recording Reports or Dashboard System Backup Barclays Bank has also recognized the following modules of Microsoft Dynamics CRM platform as the desirable milestones for the project. Marketing module Service Module Sales Module Workflow Module Analytical Module 7.2.2 Recommended Solution The recommended solution is divided in to the following three different components. CRM-Workshop for Business Process Mapping Implementation of Microsoft Dynamic CRM Up gradation of the platform of Contact Centre Technology 7.2.3 Business Process Mapping The aim of this exercise is to recognize the current business processes, future business processes and the gap between the two scenarios. It is formulated to overcome barriers between the business values and its technology. The outcome is strict accountability and a higher probability of customer satisfaction through its deployment. The exercise will determine the metric that need to be tracked down, managers and customers that will be held accountable for these measurements of the performance, required new processes, impact of processes and sub processes on data importing, solution configuration and integration with other technologies and systems used at the back end. The results of this exercise are given below: Detailed Process Map that consists of report on current state as validated by the stockholders. Detailed Process Map consisting of report on future state as validated by the stockholders. Gap Analytical Report Business Requirements Report After the above documents have been produced, the business users will eventually examine and validate the provided information. After approval, these documents will be used to support project execution. 7.2.4 Deployment of CRM System The desired outcome of the successful deployment of a CRM system is determined through the end users usage and willingness to use it daily in order to improve their personal productivity. In this regard, the adapted methodology gives a frame work for dealing with customer relationship management as a business strategy and also as a project for developing technical systems. The concept behind this process is that technology alone with out strategy does not produce business results. Thus, a proper strategy for CRM is required to be adopted side by side with the deployment of the technical system. The success of CRM lies in the implementation of the technology with the clear picture of the improvements in measurable business performance. 7.2.5 Strategy The strategic model used by the Barclays Bank Ghana constitutes of four components that must be understood in order to achieve real business advantage from any CRM based project. Figure 2 (Source: e.Services Africa Ltd. 2010). Performance Management The purpose of any CRM project in an organization is to improve or optimize its performance. However, it is complicated to precisely define: the areas and object to be improved, the extent of this improvement and the enhancement of this improvement measure through the CRM system. This objective is fulfilled by embedding key point indicators, business metrics in the form of understandable charts and graphs in to the user interface of the CRM system. This enables the user to use the system as a routine activity. User can easily find the changes made by them to the system in clear metrics on their dashboard. Users and the management must seriously operate the business in accordance to the embedded metrics on the dashboards. Management Commitment Commitment of the management serves as the basis for success of any CRM project. Senior managers must completely comprehend and be involved in adopting CRM as a strategy and they must also, actively take part in the implementation of CRM project. Existing processes need to be changed for improving performance of any business or system, thus, any CRM project could be referred to an effort for changing management and modifying behavior. Managers are supposed to support such changes. Irrespective of the technological functions, the managers must back the process changes along with communicating the fact that new procedures need to be adopted in order to achieve the desired goals of the business.