Critical Analysis of Pharm.D in India Essay

SUMMARYCritical Analysis of Pharm.D. in India Exploring the appearance AheadINTRODUCTION chemists shop education in India was mainly cerebrate on pharmaceutical science logical arguments rather than clinical/pharmacotherapeutic courses until 2008, when Pharm.D. was introduced and began to be offered in India, to focus towards clinical and community aspects. The guinea pig was conducted to analyse the current scenario of Pharm.D. in India and look at possible issues & options.OBJECTIVEThe main objective of the study is to find out the current status of Pharm.D. from students perspective and to identify the occupy of Pharm.D. as a part of apothecarys shop Education System in India. Addressing the possible shortcomings and give probable suggestions to improve the scope of the same.EXPERIMENTAL ruleThe study comprises of an extensive secondary research and also a primitive research to understand the current scenario of Pharm.D. from students point of view. A literature trace was done to study the introduction and status of Pharm.D. curriculum in India and the deed of Pharm.D. in western countries. Various journals and publications from the database engines of Ebsco, Emerald & Google Scholar were studied and referred to analyse the phylogenesis and future of Pharm.D.Also, a primary research was conducted in Manipal College of Pharmaceutical Sciences, Manipal University, Karnataka. The survival of the fittest of peck location (MCOPS) was done on the basis of a combine list from Indias Best Pharma Colleges (Careers 360 July 2011 Edition) and Institutes offering Pharm.D. and Pharm.D. (Post Baccalaureate) Courses (Published by Pharmacy Council of India).A questionnaire was made on a 5 point Likert shell and circulated online amongst the students of MCOPS. The responses were analysed by using the online softwares of Survey Monkey survey portal.RESULTS AND DISCUSSIONSOut of one hundred thirty respondents to the survey, a total of 109(83.83%) respondents sai d that the curriculum of Pharm.D in India is justifiable for health care sector and 97 (74.61%) said that the internship of Pharm.D students meets the requirements of the hospitals/Clinical Research Organisation. 24 responses (18.46%) remote the opinion of providing the prescribing rights to the Pharm.D. graduates and 69(37.69%) voiced that such a right, if provided, will non be accepted by the doctor community. Figure 1 is indicative of the supra stated data.FIGURE 1Closed ended questions were put to suss out the probable reason(s) for Pharm.D. lagging in India from the west. 115 responders (n=130) said that the Pharm.D. graduates will not be accepted by the Doctors Community. 112 responders said that the exposure to clinical pharmaceutics was less and 117 were pessimistic about the ken on pharmacy trading in India.The interpretation of the survey results shows that one of the probable reasons of selection of Pharm.D. course by students was the alluring tag of a Doctor. Howev er, the critical analyses backsheesh to a consensus of lack of required clinical exposure and knowledge of the study of diagnosis and therapeutics. If the Pharm.D. program can incorporate a few alterations in the curriculum and develop a charge-based academic unit bridging the pharmacy practice with academia, there is great hope for the Pharm.D. program in India.CONCLUSIONThe findings of the survey revealed that the exposure of the Pharm.D. students to the clinical and diagnostic aspect of the therapeutic system ask to be increased. Efforts need to be put in to increase the awareness of Pharm.D., and also the Pharmacy profession in India on the whole.BIBLIOGRAPHY1. Subal C Basak, Dondeti Sathyanarayana. Pharmacy Education in India. Am J Pharm Educ. 2010 May 12 74(4) 68. getable from http//www.ncbi.nlm.nih.gov/pmc/articles/PMC2879119/ (Accessed on-September 8, 2012) 2. Patil JS, Kulkarni RV, Marapur SC, Dalavi VV. Introducing Pharm.D. Programme in India A Need of the Day. Indian J. of Pharm. Pract. 2(3), Jul-Sep, 2009. Available from http//www.ijopp.org/pdf/ijopp_vol_2_3_Jul-Sep2009.pdf page=13 (Accessed on-September 5, 2012) 3. Claire Anderson, Billy Futter. Pharm.D. or Needs Based Education Which Comes first off?. Am J Pharm Educ. 2009 August 28 73(5) 92. Available from http//www.ncbi.nlm.nih.gov/pmc/articles/PMC2739075/ (Accessed on-September 12, 2012)

Hip-Hop’s Betrayal of Black Women Essay

Baby Mommas, Chicken Heads, or Bitches, (McLune 214) argon some of the most misogynistic talking to found in articulatio coxae-Hop today. Jennifer McLune, a librarian, activist, and writer living in Washington. D. C. is taking a stance a impinge onst the misogyny. Hip-Hops Betrayal of sable Wo workforce by Jennifer McLune is a response article to Kevin Powells article, Notes of a Hip Hop Head. In his article, Powell poses poverty as the explanation for the sexism found in hip-hop today. McLune believes that, Powells explanations of hip hop are one bureau to silence those that are critiquing it.McLune begins to explain that Kevins argument, completely ignores the fact that women, too, are raised in this environment of poverty and madness, but have still to produce the same negative and hateful representation of vague men (McLune 214). McLune believes that Artists and role models should take more responsibility with their music and what they represent. McLune argues that a gi ve out of conscious artists, such as Common, are too eager to gain acceptance by popular mainstream artists. Thus, causing them to forsake their morals and urge mainstream artists for their accomplishments.Mclune goes on to say that artists should embody respect between genders through their music. She argues that glowering female rappers are just as much to blame as their male peers. She encou hydrophobias women to speak in a collective voice, as to guard themselves, instead of macrocosm hyper feminine and hyper sexual to please men. (McLune 215) Powell adds that hip-hop has created a way for shadowy people to win, by creating something out of absolutely nothing. McLune follows with a rebuttal stating if sexism is the route to mainstream acceptability, and that is what it takes to win, than all black women are the losers.McLune demands acknowledgement from apologists, acknowledging that black women are in fact black people to. She said, when someone attacks a woman in the bla ck community, black people should unite and do adequately as though it was an attack on any process in the black community. McLune challenges Hip-hop by refusing to be a dupe of it and refuses to reward it with her money or her attention. She strongly believes that hip-hop should fail until it does unspoilt by every black woman. McLune closes by pleading with the black community.She wants to look on every black person condemn woman-hating as the enemy of the finished black community. If and only then, hip-hop would be forced to change. However as it stands, Mclune does not seem to have much faith in the black community. She believes that rappers are more concerned with money and black women are being thugged and rubbed all the way to the bank (McLune 217). A Summary of Violent Media is secure for Kids Gerard Jones, a writer of comics, screen plays, and cartoons, takes quite the stance on violence in media.In his article Violent Media is Good for Kids, Jones discusses lurid m edia and its positive impact on kids. When reflecting on his own childhood, whilst reading Marvel idiotics, he baffles plenty with the following statement, They were good for me because they were juvenile. And violent (Jones 230). Jones favorite Marvel Comic character was bulk large. As a child, Hulk became Jones fantasy self. He describes Hulk as being this overgendered, unsocial being that was eternally misunderstood. For some quaint reason, Jones found compatibility and comfort in Hulk.In his 30s, Jones wrote various meet movies and comic books. Shortly thereafter, he found himself helping other children by building off of the experiences they were already enduring. He writes about a new-fangled girl named Emily whose parents were separating. Emily began to worry both her teacher and her mom when she started writing violent stories. Jones counseled her mother and helped her further develop her daughters stories. Through doing so, he claims, that this young girl was able to become more self-controlled and socially fit (Jones 232).Jones argues that people are able to pull themselves out of emotional traps by immersing themselves in violent stores. A child pretending to have supernatural powers helps them conquer the feelings of powerlessness that inevitably comes with being so young and nice (Jones 231). He argues that children will feel rage, even the sweetest children. While immersing themselves in fanciful and fantasy like combat children are able to express the rage theyve always been forced to suppress.Jones encourages parents to not be so concerned with their children suppuration up into murderous human-beings. Instead, realizing that violent media is necessary and if taken away they whitethorn grow up to be easily manipulated. Jones understands that violent media is not always harmless that it has impacted peoples lives negatively. Jones argues that violent media helped hundreds of people for every one its hurt (Jones 232). He said we are not sheltering our children from violence, but rather, power and selfhood.

How much is John Proctor responsible for his own death Essay

The crucible is set in 1692, in Salem, Massachusetts. It is written by Arthur Millar in the early 50s. It follows the lives of a gang of young young ladys, meddling with captivatecraft. Stifled by the crushing pity of their elders they end up doing strange things in the woods. The chief of the group of young ladies is a girl called A pornographicail Williams-her innocence lost in the bed f John Proctor, a married farmer who is the soul of the lam. Suddenly the devil is let dirty dogdid in Salem. The girls argon discovered, spurred on by their terrified accusations and the entire settlement is consumed by cries of witchcraft.One by one, the blameless victims of mass hysteria are torn from their homes until, inexorably, Abigails vengeance is turned on Proctors wife. A without end tale of truth on trial, the Crucible relentlessly a suspenseful drama of collective evil and personal conscience. Its centre is a vastly moving story of guilt, love and redemption. Proctor is respon sible for his avow death in many ways, the important(prenominal) reason is infidelity in relation to Abby. The other contributing factors are morality, pride, religion, law and local grievances. This is the first gear measure we see Proctor and Abby interact with each other,Since Proctors entrance, Abigail has stood as though on tiptoe, absorbing his presence, wide eyed. He glanced at her then goes to Betty on the bed(pg 17) We can tell the mood in the room instantly, Abby is stood there staring at him on tiptoes, indicating her need to attract him by qualification herself taller, as it is believed height is the figure of beauty. Where as Proctor is quite dismissive, and shows that he doesnt want to be ack instantaneouslyledged by her by glancing at her and appearing quite cold and clinical. The issue of infidelity plays a study part in the lead up to Proctors death.As Abby is envious of Elizabeth and is besides quite resentfully bitter towards her, regarding how Abby was thr induce out of the household because of her vane with John. In this point of reference Abby is clueing the audience in to her past affair with him, I look for John Proctor that took me from my sleep and put knowledge in my heart I never knew what pretence Salem was, I never knew the lying lessons I was taught by all these Christian women and their covenanted men And now you bid me tear the light out of my eyes? I depart non, I cannot You loved me, John Proctor, and whatever sin it is, you love me to that extent For Proctor, we quickly realise their relationship belongs to the past- plot of land he may still be attracted to her, he is desperately trying to put the incident behind him. Abby, on the other hand, has no such signified of closure as this adduce makes clear. As she begs him to come back to her, her anger over flows, and we see the grow of what becomes her targeted, destructive romp through Salem. We likewise see in this quotation a fierce loathing of the entire town. I never knew what formalism Salem was, I never knew the lying lessons.. Abigail hates Salem and in the course of study of The Crucible, she makes Salem pay.The adultery is a matter of morality, whether behaviour wish this should be accepted in society or if it thought as on a negative note. Elizabeth finds out about it and time is required to mend the relationship as the scab hasnt not but formed. Abby still has a flame for left for Proctor and is determined to take in him over by accusing his wife of witchcraft, but Proctor gets in the middle of the feud and the tables turn and he, himself is accused of being in confederacy with the devil. Another aspect of the build up to Proctors death is his pride.This is the human defence force system coming into action, when we are threatened we feel we must mother a certain image to gain respect and most of the time it works, the problem that Proctor faces is if he can sustain his pride. Proctor is a very honest, upright and bluntly spoken person and hates hypocrisy, he is also a good man, but one with a secret, his fatal flaw. In Act four, Proctor utters these lines when he is wrestling with his conscience over whether to knowledge to witchcraft and thereby save himself . Because it is my rear Because I cannot cook some other(prenominal) in my lifeBecause I lie and concentrate myself to lies Because I am not worth the dust on the feet of them that hang How may I live without my name? I have given you my soul return my name (pg 115) The judges and Hale have almost convinced him to sign his life over to them, but the last stumbling block is his signature on the confession, which he cannot bring himself to give. In a way this unwillingness reflects his passion not to dishonour his fellow prisoners as he would not be able to live with himself knowing that other innocent people died while he quaked at deaths floor and fled.More importantly, it illustrates his obsession with his good name as reputat ion is tremendously important in Salem. Religion is another contributing factor to Proctors death, as Salem is quite sacramentally run . You are judged if you are not a follower of the faith, which today would be frowned at. assumption and religion link together as if Proctor didnt have as much self-esteem, would he be civil to the clergy men and have an advantage in the situation? It would be deceitful yet it would assistant in this predicament, the only person who seemed to be on Proctors side of the salute was Reverend John Hale.He was a stranger to the town and did not know of Proctors resilient character, and so he thought Proctor was in need of help and is on his side. Proctor There be no love for Satan in this house, Mister. (pg 55) Hale I pray it, I pray it dearly. (he looks to both of them, an attempt at a smile on his face) Well, then-Ill bid you good night. By saying this it indicates that Hale understands Proctors problems, which is the accusation that Proctors house hold is in league with Satan.The law plays a big part in the lead up to Proctors death, as they have the representation to choose what the morally correct verdict is on the case. Law is conjugate in with religion as members of the clergy are judges, which shouldnt really clear as they are biased on their answers due to religious beliefs. Parris is the main distributor of opinions, and always has a word to say on the matter. He seems to bring his religion up on quite a few occasions, as that is his speciality and strength so he knows he can out smart Proctor by discussing this.Such a Christian that will not come to church but once in a month (pg 72) he is trying to imply that Proctor is a bad person which is prominently a disadvantage on Proctors name, which is an underserved judgement. Overall, The Crucible is quite a deep and meaningful play, even though the play itself has very few examples of symbolism beyond the typical witchcraft symbols (rats, toads, wild etc) the entire p lay is meant to be symbols with witch trials standing in for the anti-communists witch hunts of the 1950s.Proctor is the protagonist, one of the chief contenders where as Abby is the antagonist, his opponent. I think the main issue that lead to his death was in the name of Abigail Williams. If Proctor didnt get involved with Abby, then the finger wouldnt have been pointed at him and his wife, it would have been directed at someone else perhaps even Parris, her own blood and flesh.Abigail strikes me as a very misleading character, at the start I got the impression she was just a girl who had made a mistake and was sorry for it, but as the play unfolded her character had a dark, malicious side it to it that was sharp and uneasy. The tone of the play is quite spartan and compressed, as the language is almost quite biblical. The way they use diplomacy for the name of their women and mister for their men is unusual and creates a flavour of period. It gives a sense that church dominates their lives. Proctor decided to die for Salem, in doing so he had finally purged his guilt, his wife said.

Singapore Airlines

The Emerald investigate Register for this journal is available at www. emeraldinsight. com/re waitregister The up-to-date issue and well(p) text archive of this journal is available at www. emeraldinsight. com/0960-4529. htm MSQ 15,3 A carapace study of aid calamity and purloinvalescence within an world(prenominal) skyway David Bamford Manchester School of Management, UMIST, Manchester, UK, and 306 Tatiana Xystouri Ministry of Finance, Nicosia, Cyprus Abstract Purpose This paper set abouts to examine the offspringiveness of knowledgeable cropes of suffice bore retrieval for an international port duct.Design/ methodology/ greet An action look methodology was adopted. The look for involved a survey of available suffice whole step publications the identi? cation of ca consumptions of adversity/errors within the soldiery companionship the growing of discover lessons and commission guidelines. Findings It is argued that, for at tend convalescence to be issuanceive, it must be impertinent (to the guest) as well as sexual (to the plaque). The need to incorpo roam employees and non overlook their signi? chamberpotce, power and in? uence on the pitching of character reference overhaul is highlighted. through with(predicate) parity with an opposite airway the ? ndings re-assert that dish of solve pure tone morality piece of ass tot solelyy be achieved by dint of employee delight, loading and inscription as a emergence of aged management commitment, focus and drive. explore limitations/implications The methodology utilize was ap masterpriate, generating data to facilitate reci nonrecreational personfessional personcation and from which to draw speci? c determinations. A perceived limitation is the single fount access code however, Remenyi argues that this layabout be enough to add to the body of knowledge. For b atomic number 18ly investigation, at that place is an current opportunity for future rese arch n the do principal(prenominal) of serve well character reference, bankruptcy and retrieval, as well as the gain pure tone gaps within the respiratory tract. Practical implications Key lessons and management guidelines for ameliorate operate spirit be presented. Originality/value The paper describes how an international airline has tangible serve up quality calamity and convalescence systems in place, but deceives to capitalise on the data and information generated. Keywords Customer helpings quality, proceeds harms, servicing betterments, internationalistic travel, Airlines Paper type research paper Managing Service forest Vol. 15 no(prenominal) 3, 2005 pp. 06-322 q Emerald Group Publishing Limited 0960-4529 DOI 10. 1108/09604520510597845 Introduction function merchandising and management literature wide acknowledge that keeping watercourse nodes and underdeveloped relationships with new singles is a key transmission line strategy (Piercy, 1995). The emergence sophistication of consumers does represent an ongoing ch all toldenge to all manner of military attend governing bodys. According to Zemke and Bell (1989) nonhing is as common as the organisation committed more(prenominal) to lip helping than guest good more aro consumption in advertising than action. This is not helped in the bond betwixt client mirth and pro? s universe neither artless nor straightforward. Zeithaml (2000) highlights three major problems in total relationships as (1) the time-lag surrounded by measuring node contentment and measuring pro? t modifyments (2) the number of separate variables in? uencing party pro? ts much(prenominal) as price, distribution (3) that other variables (such as behavioural issues) should be included in the relationship as they explain causality surrounded by satisfaction and results. However, a number of studies befool demonstrated a clearly positive relationship between organisation act and gue st satisfaction/service excellence.Wirtz and Johnston (2003) highlight the positive correlation between the pro? ts and service excellence of Singapore Airlines (SIA). Commenting on the warlike nature of the airline industry, one of their interviewees conjure ups . . . it is inhering to realise that they ( guests) be not just comparing SIA with other airlines. They be comparing us against more industries, and on umteen factors (Wirtz and Johnston, 2003, p. 11). A case of service blow and recuperation 307 Van der Wiele et al. (2002, p. 191) ? d the equivalent result for an employment agency, stating perceived quality is related to to organisational action indicators in the same year and/or in the next year. Service failure and the subsequent commissions from nodes argon a belike occurrence over a product/service biography and the rapid, effective use of these has proven to be vital in of importtaining customer satisfaction and loyalty. Indeed, the importanc e of service recovery reinforces the need for organisations to ? nd approaches that are effective in twain identifying service failure and in developing strategies to recover winner to the full.Service recovery should be the cornerstone of a customer satisfaction strategy. This paper examines the effectives of intragroup does of service quality recovery for an international airline. Literature review The changing environment in the service heavens ? According to Gronroos (1987) the dimensions of service quality are diverse and relate to dickens the basic service package and augmented service religious offering. Two of the essence(predicate) contributions in developing modellings for measuring service quality are from Johnson et al. (1995) and Silvestro et al. (1990, cited in Dale, 1999), who assessed service quality in the UK. They identi? d 15 aspects of service quality, and categorise them into three factors (1) Hygiene factors those expected by the customer. (2) Enhan cing factors those that lead to customer satisfaction, although failure to deliver is not likely to effort dissatisfaction. (3) Dual threshold factors those whose failure to deliver bequeath cause dissatisfaction while economy above a speci? c take aim will cause satisfaction. While the above model gives a clear view of what criteria a customer may use to judge service quality, it is not as widely reported as the one proposed by Parasuraman et al. (1985) who condensed ten original factors into ? e categories (tangibles, ? antiphonaryness, reli ability, assurance and empathy). Gronroos (1988a, b) subsequent added a sixth factor and called it recovery. Parasuraman et al. (1985) overly suggested quality consists of the gap between what the customer expects and receives and that this gap is affected by four gaps on the MSQ 15,3 308 supplier side (customer expectations management perceptions of consumer expectations service quality speci? cations actual service delivery). regret tably when customers are asked for feedback the methodologies used several(prenominal)times lack empirical rigor and are often a solvent to a speci? crisis in the organisation (Berman, 1996). This dismissal of data at the organisational level tights that operational changes are not tied to customer priorities in a routine manner. Dale (2003) summarises three major changes in the service sector. Stating the present emphasis on the service encounter, in particular the contribution throw by service digestrs in enhancing and maintaining service quality, arises from environmental trends relating to . consumers awareness and expectations . technological developments and sophistication and . emulous elements.In basis of consumers awareness and expectations, as society gets wealthier and the marginal utility derived from extra increments of favourables declines, multitude turn to service expenditures. The growth in ? nal demand from consumers may be attributed to consumer expecta tions of quality, which are believed and accepted to be increasing (Fitzsimmons and Fitzsimmons, 1998). With regards to technological developments and sophistication, computerisation and technological innovations are radically altering the way in which more organisations do communication channel with their customers.They can marque a major contribution in the delivery of quality service. One view is that technological advances offer an opportunity to append service in a grade of ways to improve the belligerent stance (Schlesinger and Heskett, 1991). In terms of competitive elements, since entering the new millennium, it has become clear that more or less organisations are increasingly, in their quest for progress and forward motion, liaisoned in how they can achieve differentiation and competitive advantage (Verma, 2000). globalization and value goaded business imperatives t herefore mean that mis squeezes will not be tolerated.Services failures, recovering and teaching T he impact of active recovery strategies on a companys revenue and pro? tability is dramatic. For ex generous, Hampton hunting lodge hotels in the USA realised $11 million in additional revenue from the implementation of its service guarantee and scored the highest customer retention rate in the industry (Ettorre, 1994). Research by the Of? ce of Fair transaction (OFT, 1990) illustrated when pack make a croakt roughly in effect(p)s and services and the commission is satisfactorily resolved, three quarters of them will buy the same label again.Where the electric charge is not resolved, less than half will buy the same brand again. Clearly there is a pro? t to be do by retaining the customer loyalty of those whose complaints the company resolves (Citizens call for Complaints Task Force, 1995). The ability to deal effectively with customer problems is nigh related to employee satisfaction and loyalty. These are critical concerns in industries where customer relationships are closely associated with an individual service provider (Schlesinger and Heskett, 1991). Heskett et al. (1994) identi? s a number of factors that are considered important for employee satisfaction. These include satisfaction with the job itself learn pay advancement fairness treatment with respect and dignity teamwork the companys pursuit in employees well-being and the service workers perceptions of their abilities to meet customer needs. Of course the greatest barrier to effective service recovery and organisational learning is that only 5-10 per penny of dissatis? ed customers choose to complain following a service failure (Tax and Brown, 1998, p. 7 Dube and Maute, 1996). Instead, most silently switch providers or attempt to get even by making negative comments to others (Singh, 1990). why are customers reluctant to complain? Several authors such as Dube and Maute (1996) and Singh (1990) amaze four reasons (1) customers believe that the organisation will not be responsive (2) they do not wish to confront the individual responsible for the failure (3) they are uncertain about their rights and the ? rms obligations and (4) they are concerned about the high comprise in time and effort of complaining.To counter this several(prenominal) approaches cast off been highlighted that are effective in identifying service failures setting performance standards communicating the importance of service recovery train customers in how to complain and using technological can offered by customer call pennyimeres and the meshing (Dale, 2003). According to Bitner et al. (1997) the level of customer participation in a service experience varies across services and customers can play a variety of roles. Through a review of the literature Bitner et al. 1997) identify three (1) the customer as productive resource (2) the customer as contributor to quality, satisfaction and value and (3) the customer as competitor to the service organisation. These roles are not mutually e xclusive, meaning individuals behaviours in a speci? c situation may apply to more than one of the three roles. What can ? rms do to improve recovery performance? Academic turn out, for example Hart et al. (1990), Mason (1993) and Bowen and Lawler (1995), suggests there are speci? practices that improve service-recovery effectiveness hiring, training and authority establishing service-recovery guidelines and standards providing easy portal and effective responses finished call centres and maintaining customer and product databases. Bitner et al. (1990) in a study of 700 critical incidents found that it is not necessarily failure itself that leads to customer dissatisfaction, most customers do accept that things can go wrong. It is more likely the organisations response/lack of response to the failure that causes insolence and dissatisfaction.Boshoff (1997) surveyed 540 travellers, presenting them with a aeonianly negative service situation (a missed ? ight tie-in caused by ? ight delay) and looked for the most successful recovery strategies. They were a fast response by the highest possible person in terms of ranking(prenominal)ity a fast response accompanied by full refund gain some amount of payment a large amount of compensation provided by a high ranking motorcoach. An apology was of limited use unless accompanied by some form of tangible compensation.A market-driven approach to service recovery consists of many tools in addition to identifying and responding to complaints surveys mystery obtain focus groups customer and employee advisory panels and service operating performance data (Day, A case of service failure and recovery 309 MSQ 15,3 310 1994). In identifying opportunities to improve services, many ? rms integrate complaint data with data gathered finished one or more of these research methods. Firms determining investment priorities in service usefulness examine the impact of various(a) options (e. g. ncreasing the speed of front-des k report versus expanding the room-service menu at a hotel) on customer satisfaction, repurchase intention, process cost, and market share. The finishing is to identify those process receiptss that will have the greatest impact on pro? tability (Rust et al. , 1995). Investment decisions should also be driven by customer pro? tability assessments. For example, United Airlines determined that business travellers account statement for 40 per cent of its business by headcount, but supply 72 per cent of its revenue mile-collecting vacationers constitute 60 per cent of travellers but provide only 28 per cent of revenue.The most shop business travellers, dubbed channel warriors, generate 37 per cent of revenue even though they make up only 6 per cent of the passengers. United learned by complaints and survey results that the road warriors were the customers least satis? ed and most frustrated with air travel. Based on the data, the company invested $400 million to provide business travellers with better seats, food, and lounges a pre-departure service to avoid long lines more frequent-? ier bene? ts and perks such as showers in terminals (Rust et al. 1995). The relationship between service recovery and organisational pro? tability can be clearly seen by examining the service-pro? t chain (Heskett et al. , 1994). This argues that pro? t results from customer loyalty, which results from customer satisfaction with the service system customer satisfaction (value) is generated by satis? ed, loyal, and productive employees. The impact of service recovery can be traced through improvements in the service system and through the now effect on satisfaction of resolving a customer complaint. answer problems effectively has a strong impact on customer satisfaction and loyalty (McCollough and Bharadwaj, 1992). Conversely, poor recovery following a bad service experience can create terrorists, customers so dissatis? ed that they actively fall out opportunities to critici se the company (Heskett et al. , 1994). Loyal customers expect problems to be dealt with effectively and are disappointed when they are not, making service recovery key (Zeithaml et al. , 1993). Examples from the airline industry Wirtz and Johnston (2003), comment how SIA continues to get service quality right.They have self-opinionatedally been one of the most pro? table airlines in the world and are routinely voted surmount airline, best business coterie, best confine crew service, best in-? ight food, best for promptness and safety, best for business travellers, best air cargo letter carrier, and even Asias most admired company. SIA seems to follow many of the normative models that are well researched and published in the service literature such as a strategic focus on customers adopting a total company approach to service excellence incremental improvement and menstruationic process redesign and continuous benchmarking.The company strives for a constant exceeding of expe ctation (e. g. Berry, 1995) and has active customer feedback systems (e. g. Berry and Parasuraman, 1997, Wirtz and Tomlin, 2000). SIAs shade of service excellence at a pro? t is in line with the service pro? t chain (Heskett et al. , 1997) and the cycle of success (Schlesinger and Heskett, 1991). Final observations made by Wirtz and Johnston (2003, p. 18) include what they term as these evenhandedly surprising ? ndings SIAs holistic process perspective a shade were all round look at all processes all the ime to search for incremental improvement SIA strive to maintain consistency in service excellence that meets the needs of every customer (maintaining the dif? cult balance between standardisation and customisation) a simultaneous focus on service excellence and costs/pro? ts, pushed right out to the front line mental faculty. Their conclusion is that SIA has no secret formula for success they just follow widely known and applied frameworks and models. At British Airways (BA) in 1983, the then brain executive, Colin Marshall, launched the Customer First campaign.The cornerstone of the Customer First campaign was elaborated research into what customers expect in terms of private service. BA realized monitoring mechanisms, which repetitively told them what the customers expect, and how well they were doing against these expectations. The market research covered both customers and staff, so as to form the starting point for a fully integrated campaign to improve standards of service. The training programmes included a private development course looking at such aspects as handling feelings, understanding and coping with stress, and being assertive.The programme was then extended to fondle all non-customer contact staff. Great emphasis has been placed on teamwork and on an appreciation of the contribution that each individual and each role makes towards the success of the airline as a whole. Further, the Quality Assurance Unit, whose activities were to focus on de? ning detailed customer service standards, and develop quality control mechanisms by which BA could measure their local performance against customer expectations, monitored the progress of improving service quality.At the same time, a service quality analyze was developed to meet the needs of overseas stations. The impersonal has been that all staff within the company becomes actively involved and committed to the corporate intent of improving customer service, with the slogan sickting our customers ? rst if we dont, someone else will (Hamill and Davies, 1986). SAS suffered an $8 million operating loss in 1981. Within two years, they achieved a gross pro? t of $71 million on sales of $2 billion, although the industry as a whole mazed a total of $1. 7 billion (Albrecht, 1985).The success story at SAS was claimed to come from an organisational commitment to manage the customers experience through so-called moments of truth, the ? rst 15-second encounter between a passenger and the front-line people (Carlzon, 1987, p. viii). Carlzon, SAS President at the time and later author of Moments of Truth, his take on successful customer service quality, put all 27,000 employees through a company-wide training programme. Everyone, from baggage handlers to company vice presidents accredited the training in a two-day workshop, speci? cally targeted to meeting the needs of their customers.According to Carlzon this cross-functional training is essential if only front-line staff have it then their best efforts to satisfy customers may be blocked by back-room staff. He goes on to propose that the link between tactics and strategy is not made in many customer service organisations, ultimately resulting in failure of service quality. Research method An action research methodology was adopted (Remenyi et al. , 1998). sourion research was developed during the 1960s and has proven particularly useful in the theater of managing change and identifying areas for improvement (Remenyi et al. 1998). Moore (1999) states that to be properly regarded as action research, a project must contain a continuous thread of objective evaluation and a mechanism whereby the results of the A case of service failure and recovery 311 MSQ 15,3 312 evaluation and the lessons learned during the project can be feed back into the process so that it becomes something which is dynamic and constantly modi? ed in the light of experience. The main advantage of action research is that it is do in real-time produces a concrete result and everyone in the organisation can see what is going on.This can have its disadvantages as well mistakes made are very public, but on the whole it makes for research which has the support and backing of people who might otherwise have shown little commitment to the idea. Its distinguishing feature is that it integrates something of real, practical expenditure into an organisation. This has to be the case, otherwise the research would n eer have been sanctioned ? rms do not have resources to spare and would not waste their own time and resources on a futile project. As detailed above, one potential weakness of the adopted research methodology might be its very public nature.If the project did not produce tangible real-time results, those supporting it may lose interest and incline any future initiatives. The applied methodology needed to be systematic so that it ? tted with the basic aims of the research. Informal interviews, observation and company documentation were all used. This investigations objective was to make an assessment of the airlines process of service quality recovery with respect to service failure, driven by the closing of customer satisfaction and internal improvement. Once access was established key measurables, and causes of failure were identi? d through a detailed run of company processes, informal treation with Company personnel, and formal interviews with various employees. This proces s, over a period of time, allowed the identi? cation of sources of errors within the host company. The case study The research presented here involved full participation from an international airline. During the 1990s the airline turn on improving customer service, reducing costs and aggressive marketing. Signi? set up effort and new approaches were initiated to improve the quality of service delivered to the customer, in rule that the organisation remains ompetitive in future years. A central pivot man of the airlines approach was a commitment to improve service to the customer and they subsequently won a number of passenger accolades. Service failure in the airline Among the key data was the record of passenger complaints during a four-year period. These records included the revenue-passengers carried by the airline, number of complaints received, number of complaints offered compensation and the amount of money paid out during each of the four years.They are delineate in kn ock back I. The number of recorded complaints increased by almost 60 per cent and those offered compensation increased dramatically by 147 per cent during this period. The Year Revenue passengers carried Complaints received Instances paid Amount of money paid (? ) Table I. Passenger complaints records 1 2 3 4 1,298,000 1,355,000 1,346,000 1,400,000 545 684 715 870 253 403 462 626 22,736 47,048 70,253 73,869 manager of the complaints department commented on these numbers by asserting the increase re? cted only a small extent of the increased passenger political campaign, even in year three when a slight boulder clay was observed, the numbers of complaints showed no sign of decline. The percentage complaints paid increased from 47 per cent in year one to 72 per cent in year four. The complaints department manager af? rmed that increasing customer complaints have been a factor for the previous decade indicating the complaints/passengers ratio has been steadily increasing. In 1990 on e complaint was recorded for every 2,700 passengers, a decade later, one complaint is recorded for just over 1,500 passengers. get wind 1 represents the number of complaints per 10,000 passengers during an 11-year period. In year 1, the complaints average was 3. 6 per 10,000 passengers, within ten years that became 6. 2. due to this upward trend in complaints, the airlines expenditure on compensation is increasing noticeably year-by-year, demonstrated in Table I. usance on compensation increased by more than ? 50,000 in the period year eight to year 11, with the most fundamental increases being witnessed in ? scal years nine and ten. Table II demonstrates which recorded complaints are the most frequent and re? cts the main causes of recent service failure in the airline. Commenting on the ? gures of Table II, a senior manager identi? ed the volume of complaints concentrating around three areas (1) delays, usually technical in nature (2) service interruptions, e. g. through freque nt strikes and (3) complaints regarding the attitudes of dirt staff. Complimentary letters were seldom received by the airline and were never logged or recorded. Anecdotal evidence suggests when a passenger compliments an employee it is done face-to-face, not in writing. Interestingly, all current effort at the airline is putA case of service failure and recovery 313 cipher 1. Number of complaints per 10,000 passengers MSQ 15,3 Nature of complaint Act of God Cabin staff attitude Downgraded Flight cancellations/diversion of ? ights/delays feed and beverage domain staff attitude Lack of facilities Mishaps during ? ight Overbooking Reservation problems Strikes travelled on jump-seat Cases 1 4 6 544 5 103 7 17 18 39 124 2 314 Table II. Passenger complaints records into recording complaints not compliments senior managers believed this was because the board of directors (BoD) expected complaint data to discuss ithin their meetings. The service recovery plan The airlines activities fo r service recovery and in-house improvement are proceduralised through a detailed ? owchart shown in Figure 2. Monthly service recovery, customer voice and quarterly meetings with cabin crew supervisors take place to allow issues to be raised and discussed to seek improvement. Appreciation for outstanding performance is provided through gifts (e. g. free business class two-way tickets to any destination), and printed letters of appreciation, signed by the president of the airline. password The research data revealed that 89 per cent of customer complaints resulted from 25 per cent of the problem areas, evidence of the Pareto principle in action. Evidence debated the service recovery plan of the airline was not quotationing these priority areas according to their signi? cance. Presented in Figures 3 and 4 are cause and effect diagrams (Dale, 2003) re? ecting the main service failures of the airline. With regard delays, diversions and cancellations, senior managers asserted that som e causes, such as the weather, are predictable yet cannot be controlled little can be done to avoid their consequences.According to the US Department of window pane (1989) 70 per cent of delays in the commercial airline service are caused by weather. In addition, external factors beyond the immediate control of the airline can cause service failure (? ight diversion or cancellation due to air-traf? c congestion, a failure in another airport where the airlines aircraft are engaged). For the airline the be after purchase of new aircraft and a scheduled mount of existing ? eet should reduced problems caused by purely technical failure.Service quality should improve and expenditure on compensation reduced. Findings here also con? rmed assertions from the literature that technological advances can offer opportunities to increase service in a variety of ways to improve competitive stance, and lead to cost savings (Mulconrey, 1986). Although this contrasts with the view that customers insist on client-centred performance as fence to technical-centred A case of service failure and recovery 315 Figure 2. flow sheet of service recovery and in-house improvement processes performance (Kotler and Connor, 1977), the ? dings indicated that a reliable personal touch service is what the airlines customers perceived as being good service quality. Findings indicated the perceived bad attitude of ground staff was a major area of service failure. The airlines senior management team agreed that for employees to be competent in offering soft quality, rigorous selection procedures and appropriate training was vital. However, research evidence suggests that these principles were not applied throughout the company. Dobbs (1993) af? rms that without formal training staff have few tools to meet the expectations of customers or managers.The level of consistent, appropriate and focused training was found to be a key issue within the airline. Ground staff were not suf? ciently trained for the highly MSQ 15,3 316 Figure 3. Cause and effect of delays/ diversions/cancellations Figure 4. Cause and effect diagram of bad ground staff attitude customer centred aspects of their jobs and therefore lacked appropriate key skills and diplomacy for handling the demands of customers. This is demonstrated in Figure 5. The ability to deal effectively with customer problems is closely related to employee satisfaction and loyalty (Schlesinger and Heskett, 1991).Customer satisfaction is also increased when company management attempts to couple the service recovery process with offering initiatives to the employees (Reichheld, 1993). However, within the airline employee satisfaction is not as important as customer satisfaction. That ground staff are perceived as having a bad attitude con? rms assertions from the literature (Heskett et al. , 1994, p. 164) that important factors for employees are satisfaction with the job itself treatment with respect and the companys interest in emp loyees well being. A case of service failure and recovery 317 Figure 5.Ground staff attitude complaints Research ? ndings indicated a freewheel of reasons for employee strikes. The diffusion of the single union 20 years ago (the center of the Airline Staff) and the creation of several resulted, according to one senior manager, in the power to in? uence events in the hands of an uncompromising few. Employees who felt up their needs were not taken into consideration used their union to make demands. Weak management support, in combination with discontented employees, results in continual strike action that gives an impression of a disorganised company (see Figure 6).The management of the airline failed to work towards a process of identifying and resolving the issues triggering employee dissatisfaction. Furthermore, the senior management team has been unsuccessful in attempts to improve internal company communications. Although researchers have studied the concept of service for se veral decades, there is no real consensus about the conceptualisation of service quality (Cronin and Taylor, 1992 Rust and Oliver, 1994). unalike researchers focus on different aspects of service Figure 6. Cause and effect diagram of strikes MSQ 15,3 318 quality. The most common de? ition is the traditional notion that views quality as the customers perception of service excellence (Berry, 1995 Parasuraman et al. , 1985). Attempts have been made to provide applicable conceptual models, see for example Zhu et al. s (2004) paper on A mathematical model of service failure and recovery strategies for an example. Of perhaps more direct use here is a simple comparison of how the Airline operates re service quality, with one of the best in the business, SIA. Table III offers a straightforward comparison between various service recovery elements of the two airlines.Taken from Wirtz and Johnstons (2003) paper on SIA, which took SIAs senior managements perspective on controling their servi ce excellence, we used ten key service recovery elements. Of these, all of which SIA excel at, our research indicates the airline actively pursue only one, acknowledging the challenge of delivering service excellence. Disappointingly, they would appear to fail on every other element. As the two companies have standardised systems in place the key difference would appear to be the level of senior management commitment. Indeed this comes across compellingly in the Wirtz and Johnston paper.If similarities exist in the perceived execution of objectives, a difference in perception of what the semipermanent view actually is may be key (see Bamford and Forrester, 2003). The research does indicate the airline BoD is actively trying to improve its service quality. Through enhanced organisational intelligence they are striving to improve the fundamentals of their service delivery. They can ? x what they can see they can ? x what they can directly in? uence. reinvigorated equipment is easy, though expensive to bring in changing company attitudes is another issue.The comparison with SIA highlights key differences between a so-called best in class, in terms of airline service quality and an airline that is trying very hard to pop off in an increasingly competitive market sector. Key lessons and management guidelines As business and management research is essentially a ? eld of applied studies it is appropriate that research of this type should convert at least some of its ? ndings into a series of practical management guidelines (Remenyi et al. , 1998). Therefore, although it Singapore Airlines (Wirtz and Johnston, 2003) Yes Yes Yes Yes Yes Yes Yes Yes Yes YesService recovery element Acknowledge the challenge of delivering service excellence Adopt a total systems approach Strive for consistency with personalisation in service delivery Understand customers and anticipate their needs Listen to both customers and front-line staff enter compliments and complaints Continuou sly training and motivate the front-line staff Provide consecrated resources for communication and motivation Manage the organisation with an eye for the detail in everything Focus, above all, on delivering consistently high quality at a pro? t for the companyThe airline Yes no(prenominal) no. zero(prenominal)No No No No No No Table III. Airline service quality set-up and recovery comparison is not our main purpose to present prescriptions, the following maybe useful for practitioners. The key lessons presented to a lower place offer straightforward advice . Do not lose focus of internal service quality quality of the workplace job content and vicissitude recruitment selection and suf? cient training of employees management support rewarding employees for good job performance recognising employees for good job performance. The latter is said to make do signi? cant in? ence over the quality of employee job performance (Piercy, 1995). . Put evaluation and reward systems into practi ce to correspond good performance is monitored and rewarded (e. g. with change bonuses or free tickets). . Empower front-line employees. This is a tool for improving employee motivation, as having the power to own, manage and resolve a problem makes roles more substantive and interesting. . Frequent service education and training can enhance the ability of front-line staff to provide greater levels of customer care. It also prepares them for handling the differing demands of customers.A case of service failure and recovery 319 Conclusions This research has reported the main causes of service failure within an international airline and through comparison with another airline the ? ndings re-assert that service quality excellence can only be achieved through employee satisfaction, commitment and loyalty as a result of senior management commitment, focus and drive. The paper has assessed the organisations process of service recovery with respect to the main causes of service failure , in its goal to achieving customer satisfaction and internal improvement.The analysis of the ? ndings conformed to the Pareto principle, by which the majority of the organisations failure resulted from a small proportion of the problem areas (technical problems strikes ground staff attitude). The ? ndings indicated that for service recovery to be effective, it must be external (to the customer) as well as internal (to the organisation) so that internal improvement can be ensured. The ? ndings also substantiated previous claims of the need to approach service quality in a manner that goes beyond unsophisticated and shockable practices that verlook the signi? cance, power and in? uence of the employee on the delivery of quality service and the polish operation of the organisations activities. Finally, the ? ndings con? rmed previous assertions that employee satisfaction, commitment and loyalty require high levels of management commitment, as well as frequent communication. This res earch raises a number of implications for management. The interactive concepts of external and internal quality and their importance raise issues of recruitment and training to achieve the right unite of employee skills and motivation.There appears to exist the need for the organisation to adopt management-employee relationship strategies, to ensure it manages and gets the best out of this key resource. Periodic review of performances and reward schemes are considered of vital importance, to aid the co-evolution of mutual understanding between managers and employees, and hence the development of superior service quality. A further implication for management is re? ected by the importance of understanding the positive effects of internal marketing on the pro? tability of the MSQ 15,3 320 rganisation. As the literature suggests (Albrecht, 1985 Hamill and Davies, 1986), satis? ed employees have all the means to make customers happy by offering superior quality service and thus reducin g the occurrence of complaints substantially. The eventual result on the pro? tability of the organisation can only be encouraging, even at its most basic level fewer complaints mean less complaint expenditure and thus improved pro? ts. The methodology applied for collection of the research data was wholly appropriate and consistent with the perceived outcomes required.It generated ample data, which facilitated discussion and the drawing of speci? c conclusions. A perceived limitation is the espousal of a single case approach however Remenyi et al. (1998) argues that this can be enough to add to the body of knowledge. As a result of this research the Airlines senior management team have recognised the need to address internal marketing in a manner that will be translated into the companys philosophy and cultural attributes. This research has also provided a foundation for future work.Although many valuable insights were revealed through this research, there is an ongoing opportuni ty for future research in the area of service quality, failure and recovery, as well as the service quality gaps within the airline. References Albrecht, K. (1985), Achieving excellence in service, Training and Development ledger, Vol. 39 No. 12, pp. 64-7. Bamford, D. and Forrester, P. (2003), Managing planned and emergent change within an operations management environment, world(prenominal) Journal of Operations & Production Management, Vol. 23 No. 5, pp. 546-64. Berman, E. 1996), Implementing TQM in state welfare agencies, Admin. Soc. Work, Vol. 19 No. 1, pp. 55-72. Berry, L. L. (1995), On Great Service A Framework for Action, Free Press, New York, NY. Berry, L. L. and Parasuraman, A. (1997), Listening to the customer the concept of a service-quality information system, Sloan Management Review, Vol. 38, Spring, pp. 65-76. Bitner, M. J. , Booms, B. H. and Tetreault, M. S. (1990), The service encounter favourable and uncomplimentary incidents, Journal of merchandise, Vol. 54, January. Bitner, M. J. , Faranda, W. T. , Hubbert, A. R. and Zeithaml, V. A. 1997), Customer contributions and roles in service delivery, supranational Journal of Service Industry Management, Vol. 8 No. 3, pp. 193-205. Boshoff, C. (1997), An experimental study of service recovery options, International Journal of Service Industry Management, Vol. 8 No. 3, pp. 110-30. Bowen, D. E. and Lawler, E. E. (1995), Empowering service employees, Sloan Management Review, Vol. 36, Summer, pp. 73-84. Carlzon, J. (1987), Moments of Truth, Ballinger Publishing, Cambridge, MA. Citizens Charter Complaints Task Force (1995), Complaints discourse in the Public Sector A Research Study Conducted by MORI, HMSO, London.Cronin, J. J. and Taylor, S. A. (1992), Measuring service quality a re-examination and extension, Journal of Marketing, Vol. 56, July, pp. 55-68. Dale, B. (1999), Managing Quality, third ed. , Prentice-Hall International, Englewood Cliffs, NJ. Dale, B. (2003), Managing Quality, 4th ed. , B lackwell Publishing, Oxford. Day, G. S. (1994), Continuous learning about markets, California Management Review, Vol. 36, Summer, pp. 9-31. Dobbs, J. (1993), The empowerment environment, Training and Development, Vol. 47 No. 2, February, pp. 55-7. Dube, L. and Maute, M. (1996), The antecedents of brand switching, brand oyalty and communicative responses to service failures, in Swartz, T. , Bowen, D. and Brown, S. (Eds), Advances in Services Marketing and Management, Vol. 5, JAI Press, Greenwich, CT, pp. 127-51. Ettorre, B. (1994), Phenomenal promises that mean business, Management Review, March, pp. 18-23. Fitzsimmons, J. A. and Fitzsimmons, M. J. (1998), Service Management Operations Strategy and IT, Irwin/McGraw-Hill, New York, NY. ? Gronroos, C. (1987), An applied service marketing theory, Working Paper, No. 57, Swedish School of Economics and Business Administration, Helsingfors. ? Gronroos, C. 1988a), Service quality the six criteria of good perceived service quality, Review o f Business, Vol. 9 No. 3, pp. 10-13. ? Gronroos, C. (1988b), Assessing competitive edge in the new competition of the service economy the ? ve rules of service, Working Paper, No. 9, March, First Interstate Centre for Service Marketing, genus Arizona State University, Tempe, AZ. Hamill, B. and Davies, R. (1986), Quality in British Airways Are You Being Served? , Phillip Alan, Oxford, pp. 77-87. Hart, C. W. L. , Heskett, J. L. and Sasser, W. E. (1990), The pro? table art of service recovery, Harvard Business Review, Vol. 8 No. 4, July-August, pp. 148-56. Heskett, J. L. , Sasser, W. E. Jr and Schlesinger, L. A. (1997), The Service Pro? t Chain, Free Press, New York, NY. Heskett, J. L. , Jones, T. O. , Loveman, G. W. , Sasser, W. E. Jr and Schlesinger, L. A. (1994), Putting the service-pro? t chain to work, Harvard Business Review, Vol. 72, March-April, pp. 164-74. Johnson, R. L. , Tsiros, M. and Lancioni, R. A. (1995), Measuring service quality a systems approach, Journal of Services Marketing, Vol. 9 No. 5, pp. 6-19. Kotler, P. and Connor, R. A. (1977), Marketing professional services, Journal of Marketing, Vol. 1 No. 1, January, pp. 71-6. McCollough, M. A. and Bharadwaj, S. G. (1992), The recovery paradox an examination of consumer satisfaction in relation to discon? rmation, service quality, and attribution-based theories, in Allen, C. T. , et al. (Eds), Marketing speculation and Application, American Marketing Association, Chicago, IL, pp. 102-7. Mason, J. B. (1993), The art of service recovery, Retailing Issues Newsletter, Vol. 5 No. 1, pp. 1-4. Moore, N. (1999), How to Do Research The Complete Guide to Designing and Managing Research Projects, Library Association Publishing, London.Mulconrey, B. G. (1986), High-tech that create high touch, outflanks Review, October, pp. 28-33. Of? ce of Fair Trading (1990), Consumer Loyalty, OFT, London. Parasuraman, A. , Zeithaml, V. and Berry, L. (1985), A conceptual model of service quality and its implications for fu ture research, Journal of Marketing, Vol. 49, pp. 41-50. Piercy, N. F. (1995), Customer satisfaction and the internal market marketing our customers to our employees, Journal of Marketing Practice employ Marketing Science, Vol. 1 No. 1, pp. 22-44. A case of service failure and recovery 321 MSQ 15,3 322Reichheld, F. F. (1993), Loyalty-based management, Harvard Business Review, Vol. 71, March-April, pp. 64-74. Remenyi, D. , Williams, B. , Money, A. and Swartz, E. (1998), Doing Research in Business and Management, acute Publications, London. Rust, R. T. and Oliver, R. L. (1994), Service quality insights and managerial implications from the frontier, in Rust, R. T. and Oliver, R. L. (Eds), Service Quality New Directions in Theory and Practice, Sage Publications, Beverly Hills, CA. Rust, R. T. , Zahorik, A. J. and Keiningham, T. L. (1995), Return on quality making service quality ? ancially accountable, Journal of Marketing, Vol. 59 No. 2, pp. 58-70. Schlesinger, L. A. and Heskett, J. L. (1991), Breaking the cycle of failure in services, Sloan Management Review, Vol. 32, Spring, pp. 17-29. Singh, J. (1990), A typology of consumer dissatisfaction response styles, Journal of Retailing, Vol. 66 No. 1, pp. 57-99. Tax, S. S. and Brown, S. W. (1998), Recovering and learning from service failure, Management Review, Vol. 40 No. 1, pp. 75-88. US Department of Transportation (1989), Federal Aviation Administration Airport Capacity Enhancement Plan, US Government Printing Of? e, Washington, DC, p. 3. Van der Wiele, T. , Boselie, B. and Hesselin, M. (2002), Customer satisfaction and business performance, Managing Service Quality, Vol. 12 No. 3, pp. 184-93. Verma, R. (2000), An empirical analysis of management challenges in service factories, service shops, mass services and professional services, International Journal of Service Industry Management, Vol. 11 No. 1, pp. 8-25. Wirtz, J. and Johnston, R. (2003), Singapore Airlines what it takes to sustain service excellence a s enior management perspective, Managing Service Quality, Vol. 3 No. 1, pp. 10-19. Wirtz, J. and Tomlin, M. (2000), Institutionalising customer-driven learning through fully integrated customer feedback systems, Managing Service Quality, Vol. 30 No. 4, pp. 205-15. Zeithaml, V. A. (2000), Service quality, pro? tability and the economic worth of customers what we know and what we need to learn, Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 67-85. Zeithaml, V. , Berry, L. L. and Parasuraman, A. (1993), The nature and determinants of customer expectations of service, Journal of the Academy of Marketing Science, Vol. 1, pp. 1-12. Zemke, R. and Bell, C. R. (1989), Service Wisdom Creating and Maintaining the Customer Service Edge, 2nd ed. , Lakewood Books, Minneapolis, MN. Zhu, Z. , Sivakumar, K. and Parasuraman, A. (2004), A mathematical model of service failure and recovery strategies, Decision Sciences, Vol. 35 No. 3, p. 493. Further reading Zeithaml, V. , Berry, L. L. a nd Parasuraman, A. (1988), Communication and control processes in the delivery of service quality, Journal of Marketing, Vol. 52, April, pp. 35-48.

Civil Rights essay Assignment 1 Question 1 Essay

In the next essay I will highlight how far the cultured Rights exertion between 1950 and 1969 im nurtured the position of African Americans in relation to Education, their social, policy-making and economical position, with particular emphasis to both the successes and failures of the complaisant Rights apparent motion.During the 1950s the subject area association for the advancement of coloured concourse (NAACP) and other complaisant rights nip groups used the begs in an attempt to end racial discrimination. The NAACP appealed to the supreme court in 1952 in an attempt to rule that school separatism was unconstitutional, eventide so they failed as the court govern that disclose schools were acceptable as gigantic as they were separate and equal. It was relatively easy for the NAACP to show that separate schools were definitely non equal. As a allow, the exacting Court make a ruling in 1954 that separate schools were not equal and ruled that they were therefore uncon stitutional. This ruling appeared to be a success for the civil rights gallery and to a slight degree it was, because it was now unlawful for school pupils to be segregated, however states in the Deep South refused to accept the judgement of the Supreme Court.In September 1957 the Governor of Little Rock, Arkansas used phalanx force to stop shameful students from attending the Local school. These events were shown around the knowledge base damaging the image of the United States as leaders of the free origination. The media attention had a positive effect for the civil rights movement as it forced the President, Eisenhower to secretevene by sending troops to Arkansas to attend forbidding children could attend the school. Although it was now illegal to segregate black and discolour students by 1963 still 10% of black students went to integrated schools. So although the civil rights movement did have some success in addressing inequality in education between 1950 and 1969 t heir success was very limited.Socially Black people were discriminated almost everywhere. They were treated as second class citizens, been prevented from mixing with dust coat people on public transport, in restaurants and other social places. If they disobeyed they were arrested and fined. In 1952 segregation on inter state rail elbow rooms was declared unconstitutional by the Supreme Court. This was followed by a similar judgement in 1954 concerning inter state buses. However states in the south continued their own insurance policy of segregation whereby white people sat at the front on public transport while black people sat at the back. One particularly humiliating rule was that if a bus was crowd blacks had to give up their inducts for whites.On December 1st 1955 a black lady called Rosa Parks refused to give up her seat and was arrested, this act lead to black people boycotting buses until passengers were completely integrated. Despite been annoyed and intimidated the boy cott continued for thirteen months when due to loss of income the capital of Alabama bus comp either finally accepted integration.However this success was only limited and segregation still continued in some separate of the south. In 1961 the congress of racial equality began to organise freedom rides black and white volunteers sat next to each other as they travelled through the deep South. The volunteers were beaten and assaulted. The freedom riders, like the conflict at Little Rock were successful, because they generated world publicity, to the racial discrimination suffered by blacks in America which in turn lead to change. The Civil Right act upon passed in 1964 prohibited segregation in hotels, restaurants, shops, libraries, transport and places of recreation.In 1950 segregation was legal. Organisations such as the Ku Klux Klan, the White League and the Knights of the White Camelia existed with their of import objective been to stop black people from balloting this was in arrange to maintain white supremacy Successful black businessmen were attacked and any attempt to form black protection groups such as clientele unions was quickly dealt with. In 1964 The Council of Federated Organizations launched a massive effort to register black votingrs. They began a march to Montgomery to support voting rights. The possibility was dabbed bloody Sunday by the media.The march was successful as it was considered the accelerator pedal for pushing through the voting act five months later. Congress passed the voting right act of 1965 making it easier for southern blacks to register to vote. The right to vote established in 1965, gradually began to take effect. In 1963 there were less(prenominal) than 50 black elected officials in the South. By 1984 the number had great(p) to 3,498. In 1968 President Johnson signed the civil rights act of 1968 prohibiting discrimination in the sale, rental and financing of housing. Despite all this it was difficult to change attitude, white people continued to resist the new laws. Research carried out in 1960 showed that housing segregation was more common than it had been in 1950.In 1950 black wages were on average only 61% of those paid to whites. miserable wages and unemployment forced many black people to live in poor housing and in run down areas. Citizen councils set up by the whites all over the deep South made it unworkable for black people who advocated desegregation to find jobs, get credit or renew a mortgage, they could do this as they controlled the money and had the power to do so. The Civil Rights Act of 1964 prohibited discrimination in employment and was important in the struggle for black equality.However discrimination is difficult to prove and changing the minds of people who thought of the blacks as slaves and second class citizens was not easy. In 1964 more black people were unemployed than in1954 and those with jobs still get lower wages. In reality discrimination in employment continued. discouragement led to violence between 1964 and 1968, riots took place in 215 different cities, resulting in death and serious injury to hundreds of people, as a direct result of the despair and hopelessness felt by the African AmericansThe Civil Rights Movement between 1950 and 1969 began a chain of events that were to cause positive changes in the way in which African Americans were treated. But the problems were immense and discrimination wide spread. The Civil Rights Movement lead to some success and improvement in the education, social, political and economic life of African Americans though this success was minimal even today inequality still exists to some extent.The main tactic of the Civil Rights Movement had been to use the Courts to end racial discrimination this was successful as it led to many changes in the law. However the changes in the law did not result in changing peoples deep seated racism views and believes.

Blue ocean strategy Essay

The concept of meritless and loss marines is used to describe the grocery cosmea occupied by communication channel. The red ocean consists of all industries which atomic number 18 soon in operation. In this business universe, the boundaries of industries are defined as sanitary as widely accepted. This business world is characterized by high contention as companies try to outdo their rivals. Increase in contender crowds the commercialize thus reducing prospects of profit and as well growth resulting to cutthroat competition. This competition then turns this business ocean bloody thus the name red oceans (Kim & Mauborgne, 2005).The glooming ocean on the other hand refers to industries which are not yet in existence. beneath this ocean, pray for products is created instead of being fought for as in the red oceans. This universe as well has opportunities for growth and higher profitability. Under the blue oceans, competition is irrelevant since the rules are not yet se t. This speak to defines the authorization that is unexplored by the already existing trades. Value insertion is the base of blue ocean dodging and a company creates a blue ocean when it is satisfactory to achieve survey concept with the substance to create value for the buyer and the seller simultaneously.The blue ocean strategy is today being used by about of the booming businesses round the world. business sectores buzz off realized the value of marrying value innovation to help in growth and profit sustainability. China bustling company is one of the businesses which befool reaped the benefits of applying blue ocean strategy in its operations (Kim & Mauborgne, 2005). Adoption of blue ocean strategy by China rambling company go using the blue ocean strategy, a company tries to create a space which is uncontested and to create and then capture new demand in the foodstuff. Another aim of the company is to ensure that competition is make irrelevant.Blue ocean st rategy similarly tries to break the cost flip-flop off or the value. The other objective of a blue ocean strategy is to align the entire system of the activities of a company towards note and attain handst of lower costs (Kim & Mauborgne, 2005). China industrious is among the most successful companies in the wandering phone market which have largely pick out the blue ocean strategy in its operations. Competition in this market is fierce as it has more than than 100 phone manufactures and over metre products being launched in the market. This competition led chinaware nimble to adopt a different approach to ensure it survives in this industry.China mobile has created over five domains of blue oceans which include the invention of TV phones, carry mobile phones, navigation mobile phones, secure mobile phones and energy deliver phones. By the time china mobile was introducing some of these services to their phones, most of the companies in this field had not explored these areas making china mobile gross r crimsonue to increase and costs to reduce. Most of these areas like the secure mobile locks are still widely unexplored by most manufacturers of mobile phones (confederacy of Hong Kong Industries, 1996).The mobile products of China mobile are characterized by innovative products which have created and brocaded their demand all over the world. Their innovative processes involves integrating and converging computers, communications, and consumer electronics functions in coming up with the china mobile phones with above specifications. While maturation the phones, the company looks at possible demands inside the environment which whitethorn fig up in the future. One of the most popular phones from this company is the navigation mobile phone. Another make that have attracted more customers is the solar powered mobile phone (Hamel, 1998).While using the blue strategy, china mobile tries to get by up with mobile phones which create demand in the market slice at the same time reducing possibilities of competition. It makes phones to meet and satisfy a certain need in particular but individual market segments. Hi-tech wealth phones are secure mobile phones from china mobile which are specifically produced to fit the needs of business people as well as entertainment industry. By making this phone, the company was able to create a need in this category of people and besides to increase the demand for the product.Before invention of this mobile phone, business men and the entertainment industry had no need for secured phones. However, the nature of their work could have necessitated such(prenominal) a phone. By making such a phone, china mobile did not lone(prenominal) create a need in these people but it also created awareness of such needs and successfully met them. Making products which fit or satisfy a need that a company creates is effective in creating blue oceans for a company and china mobile has been able to do this (Wang & Ahmed, 2002). Chinas commonplace market is characterized by red hot ocean.This market has high competition and more another(prenominal) players who trade in the melodic phrase market. People involved in the stock market operations are keen on the different trends this market takes. China mobile identified these need and came up with the china Unicom and also china mobile which aids in operating the mobile stock business. Invention on the china Unicom led to high demand of it in the country. China mobile have to a large extent utilise blue ocean strategy which have enabled it to continue growing and expanding even in the global markets.The products of this company are widely used collect to their uniqueness and their markets are not faced with competition unlike other mobile phone manufacturers (Asongu, 2007). However, despite the proven benefits of the blue ocean strategy, it is extremely criticized by different authors as well as businessmen. One of the criticisms is estab lish on the unavailability of uncontested spaces in the market. This approach is dismissed as being descriptive or taking a theoretical emplacement instead of being prescriptive.While this strategy argues that there are spaces in the market which are unexplored, identifying such places is difficult and maintaining them to avoid competition is also impossible. Since china mobile invented the TV mobiles, most of other manufacturers also followed beseem thus increasing competition. The temporary blue ocean created does not brave long enough to enable a company attain desired growth. Blue oceans al slipway end up being red oceans inwardly short periods and are hard to maintain. The cost of developing a blue ocean may thus be high than that of operating in a red ocean (Huang, n. d).The blue ocean strategy is also criticized on the ground that there has not been any control gathering which have been cited or used to determine its viability. in that location could be many companies which failed while attempting to employ this strategy thus making the viability of this strategy questionable. This surmisal thus does not meet the criteria of falsiability in the real practice because no deductive process has been followed to ensure its workability (Truch, 2006). The blue ocean strategy is all an enhancement of other theories of competition and now a new idea. It expounds on ostiarys competitive theories of SWOT analysis.However, this theory fails to recognize the potential threats that may face a firm while exploring new markets. Porters theory is superior in that it takes into consideration of possible opportunities within the industry and also the possible threats. Also, Porters theory is more practical unlike the blue ocean theory (Hollensen, 2007). Conclusion Businesses use up strategic planning for them to be able to grow and be productive. There are different business strategic approaches which a business may adopt to ensure it gains a competitive edge i n the market place.Blue or red ocean strategies are some of such strategies available to a business. With increase in competition and globalization on the rise, it is vital for any business to be innovative and creative. One of the ways to ensure that a business maintains its market share and profitability is by developing products or offering services which are of higher value as compared to other available goods or services. This can be in effect done by identifying the needs of the customers and producing products that meets and creates more demand for a product.This is only possible if a company is able to identify untapped business areas. A business should however adopt a strategy that suits its marketing needs and its growth prospects.ReferenceAsongu, J. J. (2007) Generating Sustainable Funds through brand RED Campaign Introduces New Business Model for CSR. Journal of Business and Public Policy Blundell, R. , Griffith, R. & Van Reenen, J. (1999) Market share, market value an d innovation in a panel of British manufacturing firms. Review of Economic Studies Federation of Hong Kong Industries (1996) Hong Kong Industrialist Journal of the Federation of Hong Kong Industries

Mitb

Malaysian Treasury Bills (MTB) MTB be short-term securities aftermathd by the regimen of Malaysia to raise short-term funds for Governments working capital. Bills are sold at discount through competitive sell, facilitated by Bank Negara Malaysia, with original maturities of 3-month, 6-month, and 1-year. The bribeback entrust be made at par. MTB are issued on hebdomadally basis and the auction will be held iodine day beforehand the issue date. The winning bidders will be dogged according to the close to competitive yield offered.Normal auction day is Thursday and the result of successful bidders will be announced one day after. MTB are tradable on yield basis (discounted rate) based on bands of remaining tenure (e. g. , solidification 4= 68 to 91 geezerhood to maturity). The standard trading measure is RM5 million, and it is actively traded in the secondary market. Malaysian Islamic Treasury Bills (MITB) MITB are short-term securities issued by the Government of Malay sia based on Islamic dogmas. MITB are usually issued on a weekly basis with original maturities of 1-year.Normal auction day is Thursday and the results of successful bidders will be announced one day after, on Friday. Both conventional and Islamic institutions can buy and trade on MITB. The MITB are structured based on Bai Al-Inah principle, voice of sell and buy back concept. Bank Negara Malaysia on behalf of the Government will sell the identified Governments assets on competitive tender basis, to form the vestigial transaction of the deal. Allotment is based on highest price tendered (or lowest yield).Price is determined after profit element is imputed (discounting factor). The successful bidders will then establish cash to the Government. The bidders will subsequently sell back the assets to the Government at par based on credit term. The Government will issue MITB to bidders to represent the debt created. MITB are tradable on yield basis (discounted rate) based on bands of remaining tenure (e. g. , Band 4= 68 to 91 days to maturity). The standard trading amount is RM5 million, and it is actively traded based on Bai ad-Dayn (debt trading) principle in the secondary market.

Nuclear Fusion Power Of The Hot Sun Environmental Sciences Essay

The surgical procedure by which two or more nuclear karyon articulation together, or fuse , to organize a idiosyncratic heavier karyon. During this procedure, affair is non conserved because some of the mass of the fusing karyon is converted to pushing, which is released. coalescency is the procedure that causalitys active stars. If light karyons are contractd together, they volition pass away with a output of cypher because the mass of the combination result be slight than the amount of the multitudes of the single karyon. If the combined nuclear mass is less than that of Fe at the extremum of the binding cipher curve, so the nuclear atoms bequeath be more tightly bound than they were in the lightness karyon, and that lessening in mass comes off in the signifier of cipher harmonizing to the Einstein relationship. For heavier elements than Fe, fission allow give energy. For possible nuclear energy beginnings for the Earth, the deuterium-tritium nuclear confederat ion response contained by some sort of magnetic project seems the most likely way. However, for the rendering of the stars, other spinal fusion reactions will rule.Types of merger Fusion reactions are of two basic types ( 1 ) those that preserve the propose of protons and neutrons and ( 2 ) those that involve a transition between protons and neutrons. Chemical reactions of the maiden type are most of mo for practical merger energy production, whereas those of the 2nd type are important to the induction of star combustion. The bill indicates an ar kidnappingrary component, AZX, where Z is the charge of the karyon and A is the atomic weight. An of import merger reaction for practical energy coevals is that between strenuous hydrogen and tritium.Nuclear Fusion ReactorsThere are two types of atomic merger nuclear reactor charismatic firearmuriency reactors and inertial parturiency reactors. Magnetic parturiency reactors have so umpteen parts Vacuum vas holds the germ plas m and keeps the reaction chamber in a vacuity, Neutral smoothen injector injects particle beams from the gas pedal into the plasma to assist rouse the plasma to critical temperature Magnetic flying field spirals superconducting magnets that confine, form and incorporate the plasma utilizing magnetic Fieldss, Transformers transmit electricity to the magnetic field spirals, Cooling equipment cool the magnets, drapery modules made of Li absorb heat and high-energy neutrons from the merger reaction and Diverters exhaust the He merchandises of the merger reaction.Here s how the procedure will workThe merger reactor will heat a watercourse of heavy hydrogen and tritium fuel to organize high-temperature plasma. It will squash the plasma so that merger can take topographic point. The great ability required to get complicate the merger reaction will be virtu totallyy 70 megawatts, but the power output from the reaction will be about 500 megawatts. The merger reaction will last f rom three hundred to 500 seconds. The Li covers outside the plasma reaction chamber will absorb high-energy neutrons from the merger reaction to do more tritium fuel. The covers will acquire heated by the neutrons.3.The heat will be transferred by a water-cooling cringle to a heat money changer to do steam.4.The steam will drive electrical turbines to bring forrad electricity.5.The steam will be condensed back into H2O to absorb more heat from the reactor in the heat money changer.An inertial merger reactor consists of mark mill, mark injection and tracking systems, the optic maser, a merger chamber, and a power transition system.In inertial reactor atomic, fusion reactions are initiated by heating and compacting a fuel mark, typically in the signifier of a pellet that most frequently contains a mixture of heavy hydrogen and tritium.To compact and heat the fuel, energy is delivered to the outer furnish of the mark utilizing high-energy beams of optical maser visible radiation, negatrons or ions, although for a medley of grounds, about all ICF devices to day of the month hold used optical masers. The het outer bed explodes outward, bring forthing a reaction force against the balance of the mark, speed uping it inwards, compacting the mark. This procedure may besides make bedazzle moving ridges that travel inward through the mark. A sufficiently respectable set of daze moving ridges can compact and heat the fuel at the centre so much that merger reactions occur. The energy released by these reactions will so heat the environing fuel, which may besides get down to undergo merger. The purpose of ICF ( Inertial parturiency merger ) is to bring forth a status known as ignition , where this warming procedure causes a concatenation reaction that burns a important part of the fuel. Typical fuel pellets are about the size of a breast and contain about 10 mgs of fuel in pattern, merely a little proportion of this fuel will undergo merger, but if all this fuel were consumed it would let go of the energy equivalent to firing a barrel of oil.How atomic merger work in the SunDuring merger, H signifiers a plasma ( the province of affair when heated to a really high temperature ) . The atomic karyon in the plasma shed their negatrons and the forces of repulsive(a) force between these are really high. However, some fuse and registration into He, let go ofing big sums of energy. On the Sun, the chance that two H karyons will blend is highly low but the immense Numberss of nuclei represent beginnings this. aaA?aaA?Using atomic merger in intentnessThe newest country in which atomic chemists play an of import function is the field of atomic medical examination specialty. Nuclear medical specialty is a right away spread outing subdivision of wellness attention that uses ephemeral hot isotopes to name unwellnesss and to handle specific diseases. Nuclear chemists synthesize drugs from radionuclides produced in atomic reactors or gas pedals tha t are injected into the patient and will so attempt out specific variety meats or cancerous tumours. Diagnosis involves customs duty of the radiopharmaceutical to bring forth an image of the tumour or organ to pop jobs that may be missed by x beams or fleshly scrutinies. Treatment involves utilizing radioactive compounds at carefully controlled doses to destruct tumours. These atomic medical specialty techniques hold much promise for the hereafter because they use biological chemical science to stipulate mark cells much more exactly than traditional radiation therapy, which uses radiation from external beginnings to kill tumour cells, cleaning no mark cells.Advantages of utilizing atomic mergerNuclear merger releases unspeakable sums of heat, which is used to turn H2O into steam to drive turbines and electrical generators with a man-to-man atomic reactor bring forthing more energy per building block of weight than conventional fossil fuels.2 ) The coevals of atomic energy d oes non necessitate the combustion of fossil fuels and so does non foul the ambiance with poison nursery gases such as C dioxide or S dioxide doing it a much cleaner fuel than other types of electrical energy production.3 ) The sum of power a standard atomic power military post can bring forth is so big that a individual power station can provide electrical power to many 10s of 1000s of places over a big country and limitless.4 ) Nuclear power Stationss themselves do non take up much land country leting them to be placed near to industrial countries cut downing the demand to channelise power over long distances.5 ) While atomic reactors and power Stationss are expensive to construct, their operating costs are low compared to an tantamount(predicate) coal or gas fired station.Disadvantages of utilizing atomic mergerThe radioactive waste can possess a menace to the environment and is severe for worlds. We all remember the Chernobyl accident, where the harmful effects of atomic ra diation on worlds can even be witnessed today. Estimates conclude that someplace between 15 000 and 30 000 people lost their lifeaaa?s in the Chernobyl disturb and more than 2.5 million Ukrainians are fluent fighting with wellness jobs colligate to atomic waste.Merely last twelvemonth, on March 18, a major(ip) atomic crisis happened once more in Japan. While the casualties were non every bit high as with the Chernobyl accident, the environmental effects were black.By and large atomic merger is on of new phenomena that human detect it. Nuclear merger happened in the Sun by turning H to He still scientists have a long manner to travel. Nuclear merger power is advantages and disadvantages and so many restrictions as a power beginning. However fuels will complete so shortly so atomic merger mayhap in future can be a suited and safe.AA condition origination hypertext transfer protocol //EzineArticles.com/7155300Article Beginning hypertext transfer protocol //EzineArticles.com/71553 00Article Beginning hypertext transfer protocol //EzineArticles.com/7155300Article Beginning hypertext transfer protocol //EzineArticles.com/7155300Article Beginning hypertext transfer protocol //EzineArticles.com/7155300

A Person Who Has Made a Great Impact on My Life

Some beats we come across a person who changes our totally perspective of life for better. Last summer I met Uncle Joe. My parents sent me to my uncle on holi geezerhood. I was supposed to hap my whole summer holidays with him and his family. That was the first time we wealthy person been introduced to each other. At first, I suasion that it was going to be my worst holiday ever. I felt embarrassed of living with wad I hardly knew and wanted to return home but days passed and I got to know my uncle better. Everyday, we used to wake up early in the morning and go for fishing.We packed our bags with provision and went to the river. He taught me how to fish and and so we sat together for hours, fishing. While fishing, he used to tell a rope of interesting stories based on his own life experience. He told me stories about his student life, about his career, and about life in general. at a time he asked me what I want to become and what I want to turn over in my life. I did non know what to answerand never thought about it before. He told me that I shoulddecide wiselyso that in the end I would not regret about whatsoeverthing I have done. Itold himthat I dont know what I want to do.Then he apprised that I should do only whatI am interested in. I remember his words, he verbalize, Dont care about money or prestigiousness of your occupation. Just do what you really love. I started to list down the things which I really love and began writing them in my diary. The whole summer I spent exploring myself and finally deciding that I want to connect my upcoming with physics and architecture. Therefore, I came to conclusion that I should study civil engineering. merely this is not all what my uncle has helped me with. He also told me that I should be driven and persistent in achieving my goals.He often said that resolute determination is the truest wisdom. However, I think the most important lesson I got from my uncle is to study only supportive side in an y occasion. One day, we did not catch any fish and went home with empty hands. I looked at my uncle and noticed that he was smiling. I wondered why he was smiling as I did not see any reason to be happy. Then he said exuberantly, We didnt catch any fish, but we had a great time. I dont see any reasons to be unhappy. I admire his attitude. He is always gratifying to everything he has and is truly happy.Uncle Joe is the person who has made an impact on my life. afterwards that holiday, I changed my lifestyle and attitude. I used to spend a lot of time in front of my computer, playing games and surfing the net. Now, I spend more time studying, playing basketball and going out with my friends. I learned a lot of things which were new to me. I became more serious, bullish and mature. During the time I spent with him, I also learned that no matter how smart I am or how much I know, there is always more to learn or experience. Im grateful to him that he has helped me to find out who I am and what I want.

Esf Function #8

Executive thick Introduction to requirement management Taylor Carl Mr. Jonathon Johnson October 12, 2012 The Emergency Support Function 8 (ESF 8) from FEMA details underpin services related to man wellness and checkup exam services. The primary agency in control of ESF 8 is the discussion section of wellness and Human run.They atomic number 18 responsible for providing pledgeer during a unrestricted wellness and checkup disaster, potential or actual incident requiring a co-ordinated Federal response, and/or during a developing potential health and medical emergency, (2008, FEMA, p. 1). Assistance for medical needs covers mental and behavioral health as wells as gist abuse.Assistance is provided in the following affection function lands under ESF 8 valuatement of public health/medical needs, health surve faintance, medical administer personnel, health/medical/veterinary equipment and supplies, patient role evacuation, patient care, galosh and security of drugs, biologics, and medical devices, line of credit and blood products, solid solid nutriment safety and security, agriculture safety and security, all-hazard public health and medical acknowledgment, skillful inciteance and frequent, behavioral health care, public health and medical information, sender control, potable water/wastewater and solid waste disposal, mass human death management, victim identification, and decontaminating stay ons, and veterinary medical support (2008, FEMA, p. 1-2). whole Federal responses are handled by the Secretary of wellness and Human Services through the force of the Assistant Secretary for Preparedness and solution (ASPR).The Secretary is also in charge of the assets during a public health emergency with barion of the genus Phallus of the Armed Forces. They are responsible for coordinating all preparedness, response, and recovery put to deaths reproducible with all internal policies and procedures of the Department of Health and Human S ervices. Once support agencies receive instructions from the Secretary, they are responsible for controlling their resources. The Emergency Management Group (EMG) is responsible for handling the ESF 8 response for the ASPR and must remain in constant contact with the National Operations Center (NOC). All organizations involved in response operations must report public health and medical getments to their appropriate representative.These representatives are stationed in the National Response Coordination Center (NRCC), the Regional Response Coordination Center (RRCC), and the Joint Field stain (JFO). A Joint Information Center (JIC) will be established to coordinate incident-related public information, (2008, FEMA, p. 2). The JIC is able to release information to the public in regards to general medical and public health response. For community issues, a recognized spokesperson will issue communications when possible. Should there be a zoonotic complaint outbreak, ESF 8 must coor dinate with ESF 11 (Agriculture and Natural Resources). Public information may be released after consultation with the US Department of Agriculture (USDA).During a oil, chemical, biological, or radiological environmental contamination, ESF 8 must coordinate with ESF 10 (Oil and Hazardous Materials) to release information. When action is needed, the ASPR alerts HHS personnel. The ASPR may also request personnel for liaison communications at the HHS Headquarters command locations. The ESF 8 staff stationed in the RRCC and JFO will go a risk analysis, evaluate, and get hold the capability required to meet the military mission objective and provide required public health and medical support assistance to the appropriate parties (2008, FEMA, p. 3). During initial activation, HHS will coordinate conference calls with encouraging agencies to discuss and determine response actions.During the assessment process, HHS working with the Department of fatherland Security (DHS), mobilizes and deploys ESF 8 personnel. During surveillance, HHS monitors public health using field studies and investigations, monitors unsoundness patterns and potential outbreaks, performs blood and blood product vigilance along with observe blood supply levels, and provides technical assistance and consultation on disease bar. Immediate medical responses are handled by HHSs internal assets. magical spell most equipment and supplies are deployed from the Strategic National stockpile (SNS), the Department of excuse (DOD) and the Veterans Affairs (VA) may also provide them to health care facilities in a disaster area.Should there be a need a veterinary supplies, assets may be requested from the National Veterinary Stockpile (2008, FEMA, p. 4-5). During an emergency situation, ESF 8 is charged with jinxing those seriously ill or hurt patients, and medical needs population to designated areas. They may request the assistance of the DOD, VA, or FEMA. When patients are not necessarily in a di saster area but still require evacuation assistance, ESF 8 provides personnel for medical services through civil service staff, US Public Health Service Commissioned Corps, regional offices, and States. ESF 8 must ensure safety and security of drugs, biologics, and medical devices.Biologics, including blood, blood products, organs, and vaccines, must be monitored to ensure availability and safety. Federally regulated foods must meet safety and security requirements monitored by ESF 8 and ESF 11. This authority is extended to all domestic and imported foods except meat, poultry, and egg products. In addition, ESF 8 and ESF 11 must ensure the health and safety of food-producing animals(2008, FEMA, p. 5-6). Worker Safety and Health is led by the Department of Labor (DOL). ESF 8/HHS acts a support agency. ESF 8 may require assistance from regional offices in assessing public health, medical, and veterinary medical personal effects resulting from all hazards, (2008, FEMA, p. 6).This may take on assessments on the general public and big population groups, field investigations, providing advice on human and animal exposures, advice on confirmatory exposures such as food, water, and drug contamination, and providing technical assistance and consultation on medical treatment, screening, and decontamination of injured or contaminated individuals, (2008, FEMA, p. 6). Behavioral health care is handled by ESF 8 and partner organizations to assess mental health and substance abuse needs. This may include emotional, psychological, psychological first aid, behavioral, or cognitive limitations requiring assistance or supervision, (2008, FEMA, p. 7).ESF 8 provides public health, disease, and injury prevention information to the public in multiple languages and formations for those with limited English advance or learning disabilities. ESF 8 whole kit with other partner organizations to assess and handle vector-borne disease threats. This includes research and investigation , equipment and supplies, and providing technical assistance and consultation. ESF 8 assists in potable water, wastewater, and solid waste disposal. This includes examining contaminated water for public health effects. ESF 8 works with partner organizations track and document human remains, including reduce hazards associated with contaminated remains.They may set up temporary morgue facilities, determine the cause of death, collect postmortem information, use scientific means to localise human remains, and provide technical assistance and consultation. They may request assistance from partner organizations to provide support to families of victims during the postmortem process (2008, FEMA, p. 7). ESF 8 works well with ESF 11 to provide veterinary medical support. This may include caring for research animals when ESF 11 does not have the expertise. They must entertain the health of livestock and companion services animals by ensuring safety of food and drugs administered (2008, FEMA, p. 8). ESF 8 requires many support agencies to be fully functional. The HHS works closely with the USDA for personnel, supplies, and equipment.They also assist with nutrition, outbreak control of animal disease, and food safety. The DOD performs many functions for ESF 8. They provide support for patient evacuation, logistical support to public health/medical response operations, personnel for casualty clearing, patient reception and tracking, personnel for protection of public health, emergency medical support, managing humaning remains, military rating and risk management, and provide blood products (2008, FEMA, p. 10-11). The DHS helps with ESF 8 by providing communication support, religious offering transportation support if necessary, providing hazard predictions relating to atmospheric releases, and enforcing international quarantines.FEMA assists with mobilization centers, transport of resources, emergency food and water supplies, equipment and medical supplies, and tra nsportation of patients considered too ill or incapable of general evacuation (2008, FEMA, p. 12-13). The HHS must ensure decent staffing to coordinate efforts for medical assistance to an affected area. They must support and assist State, tribal, and local communities in an emergency. Their primary duties include monitoring blood and blood supplies, forming liaisons for communications, coordinating patient evacuation, and working with the USDA to ensure food safety. REFERENCES Emergency Support Function 8 Public Health and Medical Services Annex. Federal Emergency Management Agency. Retrieved from www. fema. gov/pdf/emergency/nrf/nrf-esf-08. pdf