Psychological Testing and Assessment Paper Essay - 1

Psychological Testing and Assessment Paper - Essay Example Psychological tests are important in the entire field of psychology and human behavior including counseling, family therapy and marriage. In counseling, a counselor may use psychological testing in interviewing clients to understand hidden yet crucial information that can aid in the effective treatment of the given client. Testing can also help a counselor observe behaviors of a client and assist in devising of techniques to absolve imminent challenges or problems faced. In family therapy, therapists can use psychological tests to administer questionnaires to the members of the troubled family. In addition, a therapist can use psychological tests to explore interests and attitudes of each family member usually through direct interaction, and identify dysfunctional elements resulting instability in the family (Cohen, Swerdlik & Sturnam, 2013). Marriage counselors can also make use of psychology tests in executing their functions. Counselors can use the test to determine values of the individual partners by simply observing behaviors of the partners during interaction. With psychological tests, marriage counselors are able to interview couples about the challenges they have realized in the marriage and efforts attempted to stabilize

Psychology essay Example | Topics and Well Written Essays - 3000 words

Psychology - Essay Example Normally, these performance appraisals tend to be â€Å"tick the box† exercise. This in essence creates anxiety on the side of the management and that of the employees. After the performance appraisal has been competed they should not be shelved until the next exercise but they should be looked at immediately to allow for appropriate review actions. This can help employees improve their performance. In most cases, problematic feedbacks are usually postponed or hidden or sometimes cheated about when filling the performance Appraisal form. Majority of managers do not want to report that those under them are not performing well for the fear of being responsible of their lack of promotion or a pay rise. The performance appraisal should be objective in nature. This is to say that, they should be full of professional perspectives and should not have any personal views. Usually personal views in the performance appraisals are biased and this is very detrimental. The process of perfor mance appraisal should not come as a surprise to the employees. This is because, if all emphasis is placed on the process then, there is a possibility of generating tension at the build up phase. This can also reduce motivation on the side of the employees, which as a result can lead to decreased productivity. Majority of the employees in the organization should be satisfied with the performance appraisal processes. An appropriate performance appraisal should be a truly consented abstract of what has been going on continuously in the organization between appraisals. Surely, if the appraisal process is reviewed twice or thrice annually, all the chances to sustain and direct the workers to get better are missed. This is because managing of people is a continuous process and not a one-time activity. The managers should not put more focus on the process alone as this is very dangerous but they should rather look at the continuing performance management. The managers should place their e mphasis on the reason why the performance appraisals are carried out. The main purpose why appraisals are conducted is to help employees become more effective. They also help the managers manage those under them well. The performance appraisal process should be an exercise that tries to unearth the truth about an individual’s performance on the work function assigned in the organization and therefore it should be realistic and clear. Briefly, a sound performance appraisal should be unbiased and purposely a continuous two way and specific process. It should not be an exercise that brings in fear and embarrassment to the employees but an exercise that motivates them. Part 2 Recommendations about how the success of a new performance appraisal process should be evaluated The success of a new performance appraisal process can be evaluated through various ways namely: Peer evaluations The organization can form a task force of four to seven employees. The mandate of the task force s hould be to set a peer evaluation program. The task force should be to set targets and objectives of the evaluation program and can carry out a pilot program. When conducting the pilot program, participants can be persuaded to offer feedback on whether the performance measurement system is good. This is because pilot program is significant for a new performance

Evaluation of Banking Services for International Students

Evaluation of Banking Services for International Students ABSTRACT The main aim of the study was to evaluate the major banking institutes in Newcastle and distinguish the services and account types offered to international students. For the study, four banks were selected among which three were United Kingdom based and one was an international bank. The banks included in the study were HSBC, Lloyds TSB, Barclays and National Westminster (NatWest). By using two questionnaires; one from the international students and other from the bank personnel, the present study assessed the important factors that were considered significant in selecting the bank and the importance of students as customers for the banks. The results suggested that there was little different in the basic facilities offered by the four banks, but Lloyds TSB was the most popular among the international students due to its variety of student accounts. In conclusion, the research offered an insight into the management and the marketing strategies that banks can make use of to attract in ternational students as potential customers. CHAPTER 1 INTRODUCTION The aim of the present study was to evaluate the major banking institutes in Newcastle and distinguish the services and account types offered to international students. For the study, four banks were selected among which three were United Kingdom based and one was an international bank. These banks were: HSBC Lloyds TSB Barclays National Westminster (NatWest) The researcher compared the services, interest rate, few charges and the ease of accessibility of these banks to the international students with they region they resided and attended their respective colleges or universities. The topic of the present research was selected by the researcher because the issue of how international students select their banks in Newcastle has been given considerable attention by researchers. The reason for this is that most international students who come to Newcastle are without local bank accounts and in the long run most students need such a facility to work on completing transactions such fees payments, living expense, accommodation and fulfillment of other financial needs. Investigating such information would assist banks to recognize the suitable management and marketing strategies required to attract new students as customers and keep hold of existing ones (Kaynak Kucukemiroglu, 1992). The relevant literature indicates that a great deal of research effort has been put into investigating the bank selection decisive factor for international students in the United Kingdom. Researches on bank management and marketing are not a new phenomenon. In fact, a lot has been written on the subject of bank management and marketing with the bulk of the literature relating to banking behavior of general customers. A broad range of marketing paradigms related to customers has been examined, including market segmentation, attitudes, purpose, inclinations, bank loyalty, bank selection choices, bank representation, bank service value, contentment and multiple bank users (Garland 2002). One marketing concept related to customers that has fascinated abundance of researches has been the thought process of customers or the grounds on the basis of which customers decide to interact with particular banks (Anderson, Cox Fulcher, 1976; Evans, 1979; Kaynak, 1986; Boyd, Leonard White, 1994). A thorough examination of the present literature ascertains the generalization related to the thought process of retail customers. The population of interest in the vast bulk of such custo mer researches has been the general customer. Only a few of researches have intended for younger age groups such as the undergraduate section of the market though over past few years, the bank management have started to take vast interest in this section of the population (Mokhlis, Nik Mat Salleh 2008). Even though greater parts of undergraduate students are unemployed and their earning comes largely from educational loans, they offer an exceptional business opportunity for banks. First, in regards to their buying power, the student segment is growing and has turned lucrative (Ayadi 1996). With the development of educational services in United Kingdom, the amount of international students in further and higher education has been increasing rapidly over the years. Secondly, students are expected to require a bank account to settle their tuition fee or parental funding and might be taking care of their personal financial matters for the first time (Kaynak Whiteley 1999). Those students who do not yet hold bank accounts would be required to open one as they begin college because all transactions are done through the students bank accounts. Regardless of their comparatively basic banking requirements, students are considered an important segment in the market at the level in the buying cycle where they might be more receptive to marketing strategies from financial institutions (Thwaites Vere, 1995). Another important feature of the student market is the possibility for above-average profitability. Lewis (1982) suggested that banks understood that à ¢Ã¢â€š ¬Ã‹Å"it is important to attract students to open accounts when they begin college, in the expectation that they would stay with the after graduation, and be lucrative, in the long run, for the bank. The fundamental reason for this observation is that college student is the section of the population who has the likelihood of earning a larger income than any other section of the population. As stated by Duncan, Smeeding Rodgers (1992), only individuals who are studying have a considerably greater probability of rising from the low income strata into the middle class. Specially, as contrasted with non-graduates of similar age group, graduates usually secure more highly paid jobs, achieve a more developing career and thus, grow a need for a greater variety of personal financial services as they go by their own life cycle. The ski ll to build up an existence in the student market through suitable attainment and maintenance strategies is thus expected to have an effect on banks future market share and revenue (Thwaites Vere, 1995). International students signify as a significant market for financial institutions such as banks. The skill to value, comprehend and deal with the precise needs of this segment section of the population is now a vital market reality (Cicic, Brkic, Agic, n.d). Bankers can no longer maintain their conventional belief that only business and salary earning customers will bring revenue to the bank. They must understand that student customers are also possibly lucrative market section and prospect market earnings will be attained by banks only if they target this up-and-coming section and win them (Grady Spencer 1990). Banks that would get hold of student segment must know the significant factors that decide the basis upon which students choose between financial institutions (Kaynak Yavas 1985). Bank marketers must be capable of discerning what is central to student customers in the market and how their force compares with those of their competitors (Cicic, Brkic, Agic, n.d). United Kingdom has an extensive history of inviting international students to educate themselves in its colleges and universities. According to UCAS (2009), à ¢Ã¢â€š ¬Ã…“In the UK in 2009 there were 1.8 million full-time undergraduate students in higher education, which included over 104,000 international students.à ¢Ã¢â€š ¬? The rapid growth in the amount of international students in the past few years has become a significant supply of export revenues, and it surely has the ability for further rapid growth. It had been recommended that provided with the right support, the amount of international students studying in UK universities could more than double in the next few years (Higher educations importance goes well beyond teaching 2009). There are numerous factors involved in offering of student accounts in nearly all financial institutions. It might be due to growing the customer base or acquiring the new customers in the budding stage. In the contest to get hold of more and more customers and attract the younger generation, the financial institutions are offering various types of products and services. International students studying in the United Kingdom need to look after numerous things once they have arrived at their respective colleges and universities. These include accommodation, health, money matters, registration, etc. But the first and the foremost duty of a student on arriving in United Kingdom is to open his or her account in order to carry out the required financial transactions. Even though, the student cannot open a bank account until he or she has arrived and enrolled at the college or the university, but Barclays now offers a bank account that can be opened before arriving in United Kingdom (International Student Handbook 2009). In order to open a bank account, an international student needs to first decide on the bank and the account that he or she requires. Some banks offer first-time students a Student Account with special advantages. However, each bank offers different facilities, and the student would need to compare and decide which one will be best for him or her (International student: banking Information 2009). Once the bank has been chosen, the student needs to take his or her passport along with his or her student visa to the chosen bank. If the student belongs to EU, then he or she is also required to take the national photo identity card as well (Opening a UK bank account 2003). Furthermore, the banks also require a letter or certificate from the university confirming the students United Kingdom study details. Moreover, in order to open an online or a telephone account, the bank may require more proof of the students identity (You can bank on it: opening a bank account in the UK 2004). The reaso n for banks requiring proof of ID is because the law of UK states that all financial services companies must do everything they can to ensure their services are not being used for financial crime. Because of this, banks must avoid accounts from being opened under fake identities. They must ask each and every individual who wants to open or operate a bank account for documents to prove their identity (International student opening a UK bank account, n.d) As Newcastle has gained the one of the top most position in the United Kingdom for further education, therefore the need for the student to open bank accounts to carry out their financial transactions has risen as well. This is because most international students who come to Newcastle are without local bank accounts and in the long run most students need such a facility to work on completing transactions such fees payments, living expense, accommodation and fulfillment of other financial needs. Thus, the banks have recognized the significance of international students as potential customer and it is due to this fact, the banks in Newcastle are aiming to improve their clientele by attracting students to open bank accounts in their respective bank through different marketing strategies and incentives. As a result, numerous bank representatives are seen roaming around in the first week of the academic year in various universities and colleges marketing their benefits to the potential cu stomers. These bank representatives provide students with information regarding various services and benefits that are offered at their respective banks. They would also provide information regarding the different accounts that can be opened at the banks. The most common type of accounts are: Deposit account or à ¢Ã¢â€š ¬Ã‹Å"basic account Current account Student account The banks also offer a number of facilities to their customer to make their financial transaction more convenient and easier. These facilities include: Cash withdrawals available at Post Office Debit Card ATM ATM Card Direct Debit Online Banking Telephone Banking 1.1 Research Aims The basic aim of the research was to: Find the cheapest bank account students can open. Compare HSBC, Lloyds Plc, Barclays and NatWest in Newcastle for their international student services. Availability of banks/ATMs within the student area of Newcastle. 1.2 Research Objectives The objectives of the present research were to: Evaluate the best account type to open for international students. Investigate the majority of bank accounts used by international students. Investigate the reason for international students choosing a certain bank to open their bank accounts. Study the geographic locations and ease of access to the banks within the region designated to students and their life styles. Study the 4Ps (Product, Price, Promotion, Place) of the banks. Investigate the importance of students as potential customers for the banks. Find out the marketing and management strategies employed by the four banks. CHAPTER 2 LITERATURE REVIEW The banks in todays world are trying to attract students to open their accounts at their banks. The reason for this is that the banks think about it in the long term point of view. To them a student is not a student: a student is an individual who would have a career some day and this particular individual would be a loyal customer, would pay back his or her overdraft (sometimes with charges), need a loan or a mortgage and so on. Therefore, the perception of the student account summed up by the banks, is to facilitate the banking needs of the students who are working towards undergraduates. The basic banking needs that would help students fulfill their financial needs vary from bank to bank as different banks offer different products and services, such as cards, deposit slips and cheques, to its student customer. A small number of researches regarding the subject of bank selection decisive factor of international students in the UK have taken place over the years. Gray (1977) examined student behavior regarding bank services in the UK. He suggested that convenience was the most vital factor affecting the students choice of bank. Another research by Lewis (1982) analyzed the banking behavior in students studying in the UK. A total sample of 716 students in 11 universities and colleges in the Greater Manchester area were inspected for the research. From findings of the study, it was discovered that 92 per cent of students thought they would remain with their current bank until their course finished while 44 per cent considered carrying on with the same bank. Moreover, it was discovered that convenience of site of the bank and its facilities to college was the main factors influencing on students choice of bank. A study by Thwaites and Vere (1995), also taken place in UK, illustrated that nearness of an ATM to the educational institution, free banking service and student offers were the main three reasons used by students in choosing the banks to deal with. The present study was focused on researching the main facilities provided by HSBC, Lloyds plc, Barclays and NatWest in their student account. Furthermore, the researcher also studied the extra facilities provided by each of the bank in the à ¢Ã¢â€š ¬Ã‹Å"student account. The study helped the researcher get a general overview of the banking facilities provided to international student that were offered by HSBC, Lloyds plc, Barclays and NatWest. Thus, the researcher was able to move forward and decide upon the most feasible and the optimum choice of international students regarding the bank and the bank account. The review of the literature was mainly focused upon the products and services offered by the four banks HSBC, Lloyds plc, Barclays and NatWest to international students. Furthermore, the extra facilities that differentiated one bank from the other were also thoroughly studied in the literature review. National Westminster Bank Plc or generally known as NatWest is a part Europes second largest bank, the Royal Bank of Scotland Group. In order to make the students financial transactions convenient and easier, NatWest has fifty five branches in the countrys largest universities. Moreover, NatWest also has 1650 branches that are more than any of the commercial banks in the country. To benefit the students who come to study in the United Kingdom from overseas, NatWest has offered a Blue International Account that charges a fee of 6.95 pounds monthly. This account facilitates international students by offering them an International Student Identity Card (ISIC) which enables the full time students more than 40,000 travel, online and lifestyle discounts within the region and abroad. Furthermore, the Blue International Account provides with a useful guide that contains information on banking in the UK and advice on how to manage finances as a student. The guide is available in 5 different l anguages. NatWest has also made transfer of funds for students easier as now they can easily receive money from their home country and pay their bill online. Moreover, the bank also offers both online and telephone banking to international students to keep a check of their finances during any part of the day. NatWest also offers the students mobile phone top-up facility along with mobile phone banking and text alerts regarding the finances. Another significant aspect of Blue International Account is insurance which allows students to insure mobile phone and other gadgets. Also, the bank offers the students an Orange SIM card for the mobile that dials to more than 50 countries for 5p per minute. NatWest also provides it student customers with discounts like saving 1/3 on rail fares if the students age ranges between 16 and 25 all the way through Great Britain for a whole year. Also, if the tickets are booked through the NatWest Box Office, then students receive a 25% discount on tick ets to the plays, concerts and other events (Advantage Blue International: student option 2010). The worlds à ¢Ã¢â€š ¬Ã‹Å"local bank, HSBCs international network comprises of over 9800 offices in 77 countries along with 59,000 Link ATMs in the United Kingdom (HSBC Passport 2010). The bank offers a dedicated package known as the Passport Account for international students with 24 hours access to their money but with no credit or draft facilities. Students holding a passport account at HSBC are charged 6 pounds a month for a period of 12 months after which renewal of the account is mandatory (HSBC Passport 2010). The bank further provides passport holders with a Western Union Gold Card on which the students can earn points and make saving on transaction fees when sending money bank home. Also students can receive a discount of 4 pounds on international money transfer fee. The Passport Account at HSBC also offers its students customers with both internet and telephone banking. Moreover, the bank provides the students with Maestro Debit card and Direct Debit or standing orders and access to saving accounts with high interest (Comparison of banking facilities offered in Oxford by the major banks 2009). There is a special UK relocation service offered by the bank with relocation advice in eight different languages. The students can also receive a UK SIM card with 10 pounds of free credit along with low cost international calls. International students can also open a Basic Account at HSBC which is easy to comprehend and administer. The benefits of opening a Basic Account are that firstly, students can check balances, get statements and make withdrawals of up to 200 pounds with their basic bank account card at HSBC bank cash machines in UK. Secondly, students can also access up to 200 pounds per day over Post Office counters with basic bank account card and PIN numbers. Regular bills can be paid; standing orders and direct debits can be set up on the account. Also students can enjoy free internet and telephone banking (HSBC Passport 2010). The Lloyds TSB Group is a renowned UK-based financial service organization that offers complete banking and financial services in both United Kingdom and abroad. There are thirteen branches of Lloyds within the designated area for international students within Newcastle (Student Account 2010). There is a variety of Lloyds TSB student accounts to select from, depending on the requirements and situations. It has the most number of accounts available to offer to international students for free and minimum of 7.95 pounds monthly is charged for silver account and accounts such as gold have a higher fee rate with more facilities (Student Account 2010). The Lloyds Student Account has been presented with 5 Star Rating by Defaqto for its outstanding variety of attributes and advantages. There are three types of student accounts that students can choose from at Lloyds (Student Account 2010). Firstly, the Student Account offers a Debit Card and a Master Card. Also it provides with a free NUS Ex tra card and a years free mobile phone insurance. The students can receive up to 75 pounds cashback and free music downloads while using the Lloyds Student Bank Account. The facilities of internet banking, phone bank and free text alerts is also offered along with the benefit of saving the change in which surplus cash is moved into a savings account each month (Comparison of banking facilities offered in Oxford by the major banks 2009). Another type of student account offered is the Islamic Student Account which carries the same benefits as the Student Account but with the guarantee that the money will be held in reserve in accordance with Shariah (Islamic Law). Moreover, the student is given the option to utilize other non-Shariah benefits if they wish. The third type of bank account offered to students is the Graduate Account which receives a Classic credit card with at least  £500 credit limit. The facility of internet banking is also provided and commission-free travel mo ney is given as well (Student Account 2010). Barclays is one of the worlds top most banks. Their status has been created on over 300 years of services. Barclays is an international bank with its branches in more than 60 countries. Barclays offers an International Student Account known as the iBank Student that can be opened before arriving in United Kingdom (iBank Student and foreign student bank accounts with Barclays Wealth International 2010). iBank Student is offered for a small monthly charge of  £5 and a opening balance of  £1,000. The iBank Student account is an international account also available in sterling, US dollar and euro. The VISA debit card can be connected in sterling and is accepted in 22 million locations around the world (iBank Student and foreign student bank accounts with Barclays Wealth International 2010). Students can also receive discounts up to 25% on Hewlett Packard laptops, desktops and accessories. The account offers easy access and a savings account in which funds can be deposited a nd withdrawn whenever the customer wishes. The savings account can also be opened to earn higher interest by the student (Comparison of banking facilities offered in Oxford by the major banks 2009). The student can also gain access to complete collection of savings and investments or balances of  £10,000 or more. International telephone and online banking is available 24 hours to operate money in diverse currencies and time zones. The bank also offers expert advice from our mortgage advisers to help the student or his or her parents to buy property in UK (iBank Student and foreign student bank accounts with Barclays Wealth International 2010). The literature review on the different services offered by HSBC, Lloyds TSB, Barclays and NatWest indicated that all of the banks provide students with the basic services that are required to fulfill the financial transactions, however, the Student Account product is structured in various ways, in accordance with the style, strategy and control affairs of each bank. CHAPTER 3 METHODOLOGY 3.1 Sample The present study was an investigation into student banking arrangements at four major banks- HSBC, Lloyds plc, Barclays and NatWest- in the Newcastle area, and recommendations as to which provided the best services to international students. A sample of 100 subjects, including both males and females, ranging from the ages of 18 to 28 years, was drawn from different areas in Newcastle, United Kingdom. All the subjects were international students belonging to Newcastle university dormitories, Northumbria dormitories and Newcastle college campus in Newcastle. Another sample of 40 subjects, both males and females, was drawn from bank personnel of HSBC, Lloyds plc, Barclays and NatWest. 10 employees from each bank were drawn as a sample. Further information from both international students and bank personnel was gathered regarding age, gender, education, accommodation, etc. 3.2 Sampling Strategy The sampling strategy employed in the research was Stratified Random Sampling. Stratified Random Sampling also referred as proportional  or  quota  random sampling, is separating the population into uniform subgroups and then drawing a simple random sample from each subgroup (Trochim, 2006). The reason for employing Stratified Random Sampling was that it enabled the researcher to draw a sample of international students from the total population and then draw a random sample among the international students to administer the questionnaire. Same was the case with the questionnaire from the banking personnel. For the present study, both primary and secondary researches were carried out. The use of both primary and secondary researches enabled the researcher to not only gather facts and figures about the products and services the different banks offered but it allowed analysis of the arrangements that the banks offered to international students through these products and services. 3.3 Primary Research 3.3.1 Questionnaire for Students A questionnaire was distributed among international students of Newcastle to find out which of the bank accounts was used most by the students. The questionnaire also had questions concerned with why the students chose a certain bank among HSBC, Lloyds plc, Barclays and NatWest and what features of that bank attracted them the most. There were questions designed to investigate the geographic locations and ease of access to these banks within the region designated to students and their life styles. The questionnaire was divided into three sections. The first section dealt with gathering the information regarding the student respondent. This section included questions on age, gender, and educational level, how the student was funding his/her education, his/her tuition fee, maintenance cost, etc. The second section of the questionnaire was designed to gain an insight in the respondents history of banking. This section included questions on the number of accounts the student held previously and the type of account he/she held. The next section that is the last section was regarding the respondents experience of banking in Newcastle with the four banks; HSBC, Lloyds plc, Barclays and NatWest. The questions in this section also dealt with the importance of different offered services to the respondent, factors that were involved in the students choosing a certain bank. Furthermore, questions on comparison of the four banks in Newcastle that is, HSBC, Lloyds plc, Barclays and NatWest on the difference of the services and the type of accounts the respondent held at these banks were also included. 3.3.2 Questionnaire for Bank Personnel Another questionnaire was designed to gather data from the bank personnel of HSBC, Lloyds plc, Barclays and NatWest. These questions were related to how important potential student customers were to their organization. Furthermore, the questions also investigated the management and marketing strategies these banks used. This questionnaire was also divided into three sections. The first section of the questionnaire was designed to provide a profile of the bank employee who responded to the survey. Questions on age, gender, the bank they were currently working for and their designation at the bank were included. The next section was regarding the importance of students as customers to these banks. In this section, the banking personnel were asked questions regarding whether it was important to have students as their customers, the type of accounts held by the students, why the students chose their bank over their competitors and the significance of different types of services offered at their banks. The third section was related to the marketing strategies, that is, the 4Ps that the banks used to attract students. This section included questions on the product, price, promotion and place of the products and services offered to the international students. 3.3.3 Consent Letter All the participants in the study were given a consent letter, which gave them the right to withdraw any information at any stage of the research. Also the authority and confidentiality of the people was confirmed 3.3.4 Cover Letter A cover letter was attached to both the questionnaires which explained the aims and objectives of the research to the respondents. It gave information about the time that the questionnaire would take to complete. Furthermore, it explained the privacy and the confidentiality of the information gathered. . 3.4 Secondary Research Secondary research was also employed in the present study. The purpose for this was to gather data regarding each bank from internet, books, articles and international account handbooks. The use of secondary research enabled the researcher to gather information regarding the various products and services offered to international students by these banks. Furthermore, it also enhanced the level of objectivity involved in the research as the data was gathered from other sources. 3.5 Research Design A comparative research design was employed in the study. A comparative research design evaluates two or more groups on one variable (McMillan 1991). This was employed because the research is an investigation in to student banking arrangements at four major banks in the Newcastle area, and recommendations as to which provide the best services to international students; (HSBC, Lloyds plc, Barclays and NatWest). Thus, it was a comparison of the four banks as to which offered the best and the cheapest services to international students. 3.6 Procedure In order investigate into student banking arrangements at four major banks- HSBC, Lloyds plc, Barclays and NatWest- in the Newcastle area, and recommendations as to which provided the best services to international students, a sample of 100 subjects, ranging from the ages of 18 to 28 years, was drawn from Newcastle, United Kingdom. All the subjects were international students belonging to Newcastle university dormitories, Northumbria dormitories and Newcastle college campus in Newcastle. Another sample of 40 subjects was drawn from bank personnel of HSBC, Lloyds plc, Barclays and NatWest. A comparative research design was employed in the research which is aimed the comparison of two or more groups on one variable (McMillan 1991). Stratified random sampling was used. First of all written permission was taken from the heads of educational institutions and the banks. They were briefed about the research, its significance, time involved and the procedure. Furthermore, the sample populati on was informed and consent forms were distributed. Also the authority and confidentiality of the people was confirmed. Individual testing was carried out. One time approach to the participants was used for data collection. The subjects were administered the questionnaires. The testing e

Job Order Costing :: essays research papers

Process costing is used for homogenous products (continuous flow processes such as producing cans of soda). Job-order costing is used in situations where the organization offers many different products or services, such as in furniture manufacturing, hospitals, and legal firms. Process costing is used where units of product are homogeneous, such as in flour milling or cement production. The purpose of a job order cost accounting system is to assign and accumulate costs for each job, i.e., an order, a contract, a unit of production, or a batch. Job order costing should be used if the production or service is being performed to meet customer specifications or requirements, if different components are made for inventory, or projects are undertaken to construct real property. Job order costing allows more control, less estimation, and more direct and reliable allocation of costs. . Differences between job-order and process costing. The differences between job-order and process costing occur because the flow of units in a process costing system is more or less continuous and the units are essentially indistinguishable from one another. Under process costing: a. A single homogenous product is produced on a continuous basis over a long period of time. This differs from job-order costing in which many different products may be produced in a single period. b. Total costs are accumulated by department, rather than by individual job. c. The department production report is the key document showing the accumulation and disposition of cost, rather than the job-cost sheet. B. Overview of Process Costing. Manufacturing costs are accumulated in processing departments in a process costing system. A processing department is any location in the organization where work is performed on a product and where materials, labor, and overhead costs are added to the product. Processing departments should also have two other features. First, the activity performed in the processing department should be essentially the same for all units that pass through the department.

A Farewell to Arms: a Classic Display of Literature Essay

Ernest Hemmingway’s † A Farewell To Arms† is a classic display of literature. The way he develops his characters is ingenious. In the beginning of the story I did not like the way it was going. As I read deeper into the book, â€Å"A Farewell To Arms† I discovered the complexity of the characters themselves. I discovered that Frederic Henry was a rather complex character as well. When you are finally given the full picture of Frederic Henry, you realize that he can be described in several different ways. First, Frederic Henry is a round and very dynamic character. You also realize that because Mr. Henry’s mannerisms are so easily recognizable, he is a stock character as well. The point of view in the story is written in first person. The first person point of view is that of Frederic Henry. The stories underlying theme is identity. Throughout the whole story Frederic Henry is revealing himself to the audience and discovering himself at the same time. A secondary theme in the story is that Catherine, Frederic’s love interest, is slightly crazy. Throughout the story, I was intrigued by the things that Frederic Henry revealed to the audience. While reading the story it was as if you were right there with Frederic, going through the same things he did, and knowing every intimate detail. The aspects that Frederic Henry display are the aspects of a well developed character and a true war hero. The first aspect I would like to touch on is that Frederic Henry is a well-rounded character. As the story progresses we learn more and more about the character Frederic Henry. Though it may seem like a small point, a good example of how we learn more about Frederic as the story progresses is the fact that he is nameless in the first four chapters. Throughout the first four chapters, Frederic Henry is referred to as â€Å"lieutenant† by his peers and â€Å"baby† by his girlfriend. Its not until chapter five that he is referred to as â€Å"Mr. Henry†. Then we learn his full name, Frederic Henry, in chapter thirteen. Another example of Frederic Henry being a round character is that he is closely involved in just about every part of the story. Of course he would have to be involved in the majority of the story because it’s basically the confession of his life. The entire story we learn about Mr. Henry, and we watch him grow to become a good man. Even when Frederic is not involved in the seen, he is still involved in many aspects of the scene. As other characters converse we still learn more about Frederic Henry and his relationship with each character. The second aspect of Frederic Henry as a character that I would like to display is the fact that he is a very dynamic character. Throughout the entire story Frederic Henry grows and changes. In the beginning Frederic is part of a group of soldiers. But as the story progresses and he and Catherine fall more into love Frederic begins to isolate he and Catherine from the group. Instead of saying â€Å"we† in accordance to his group of friends he uses â€Å"we† to represent him and Catherine. Aside from isolating himself from his group of friends Frederic Henry changes from a rather self-centered person to a caring person. Instead of planning for his future and living to fulfill his needs he begins involving Catherine in the picture as well. Not only does he change in respect to Catherine but he changes in respect to other characters as well. Mr. Henry begins to look out for others needs, particularly in the battles he is involved with. A great example of this is when Frederic gets injured badly he insists that the other soldiers be treated first. (Lewis, 46) There are countless other times when Frederic tries to help other soldiers, showing complete selflessness, but unfortunately fails. Though he failed to save Catherine, he showed major change from the way he was at the beginning of the story when he did all he could to save her. As the story progresses Frederic grows more and more familiar to the audience and his personality becomes more audience friendly. The third aspect of Frederic Henry’s character is that he is a stock character. A stock character is a character that is easily identifiable by the way they behave. Frederic Henry is very easy to identify. First off he almost always speaks in the plural form. For example, when he buys himself a gun he turns to Catherine and says, † now we are fully armed†, as if she too is armed. (Monteiro, 71) Another characteristic that Frederic Henry has, is that he is always trying to help other people. Throughout the entire story there are examples of he and his men out on the battlefield, and Frederic coming to someone’s aid. Since this behavior takes place so many times you automatically know that it is Frederic Henry who is coming to the rescue. The event that is most memorable is when Frederic and his men are captured and Frederic manages to help all his men escape. Upon the escape Frederic rows he and his crew for over twenty miles to safety, in Switzerland. (Gellens, 45) The point of view in â€Å"A Farewell To Arms†, is a first person point of view. The interesting thing is that even though it’s a first person point of view, it’s a first person point of view that is expressed in a plural sense. All threw the story Frederic Henry uses the phrase â€Å"we† to refer to himself and his group of friends. Another interesting thing is that later into the story Frederic’s usage of the word â€Å"we† changes from referring to his group of friends to his relationship with Catherine. The story is also a confession in a way. It’s a confession because as he tells the story he admits to his shortcomings early on. Not only does he admit his shortcomings but it’s as if he needed to expresses his regret for the people he was not able save. (Lewis, 46) The entire story is told from Frederic Henry’s perspective. You see things as they happen through his eyes only. While telling the story Frederic Henry sounds almost apologetic, and when he retells his adventures, he uses a negative tone. The theme in the story is identity. The whole point of the story is Frederic Henry revealing himself to the audience and essentially explaining who he is. Time after time Frederic lets the audience in on intimate details. By explaining himself and his actions it is easier for the audience to identify with Frederic and put themselves in his place. By putting the audience member in his place, he forces you to participate in every adventure he goes through. A secondary theme is presented as well. The secondary theme is one that portrays Catherine. Some skeptics think that Catherine’s central theme is craziness. (Lewis, 46) throughout the storyt she is called crazy and is referred to as the crazy one. Catherine even refers to herself as being crazy. An example of when Catherine refers to herself as crazy is when she says, â€Å"I haven’t been happy for a long time, and when I met you perhaps I was a nearly crazy. † She questions her sanity again when Frederic says † I don’t want you to get Scotch and crazy tonight† and the Catherine replies â€Å"I am Scotch and crazy†. (Lewis, 102) Some interesting points about Frederic Henry’s character is that he is actually the antagonist as opposed to the protagonist. (Lewis, 46) The evidence for such an argument is all throughout the story. Time after time Frederic tries to save people, but fails almost every time. Such a quality brings hope into the eyes of the audience but then lets them down time and time again. Though there were several successful escapes and rescues the failures still outweighed the successes. In the beginning of the story Frederic’s self-centeredness is rather annoying and makes you dislike him. Self-centeredness is the quality of an antagonist. Ernest Hemmingway’s â€Å"A Farewell To Arms† was all in all a good story. It displayed the trials and tribulations of an American soldier during wartime. The character Frederic Henry is a well-rounded and dynamic character. The fact that Frederic Henry was a stock character made him easy to recognize and therefore made the story easier to follow. Though the story was told through a first person point of view Ernest Hemmingway kept the story interesting by telling it through a plural first person. The underlying theme of the story was identity. Frederic spent the whole story explaining who he was to the audience. The way Frederic told the story, he made it easy for the audience member to identify with him, therefore making it easier for the audience member to put themselves in his place. An interesting secondary theme is the theme that implies Catherine is crazy. Because of things Catherine says and does the crazy theme seems to fit her personality. Throughout the story there is plenty of evidence of all these things and these aspects made the story even better and much more fun to read. Gellens, Jay. Twentieth Century Interpretations of A Farewell To Arms. Englewood Cliffs, N. J. 1970. Lewis, Robert. A Farewell To Arms (A War With Words). New York, 1992. Monteiro, George. Critical Essays On: Ernest Hemmingway’s A Farewell To Arms. New York, 1994.

Elements of Romanticism in Wordsworth’s poem

The strong interest in nature, the humble life the preference for the country over city, and the focus on the first persons are all features of Romantic poetry found in this poem. â€Å"Expostulation and Reply† is written in the first person and in simple language. The poem seems conversational in style, making it more appealing to the reader. Even though the story is argumentative in wording, the tone is not angry or even serious. It is rather relaxed. This is probably due to the fact that we should approach it with an open mind and without bias. This poem incorporatesWordsmith's thought that nature was the ultimate teacher. As William was pondering on a stone, Matthew asked him, â€Å"Where are your books? That light bequeathed to beings else forlorn and blind. † Matthew was wanting to know why he was wasting time, when he could be studying books. Matthew stressed the point that books were left by our ancestors for our learning. Matthew goes on to say, † You loo k round on your mother earth, as if she for no purpose bore you;† Clearly, Matthew is misinterpreting the situation. William is looking at mother earth with a purpose to learn.He finds that you can learn better by observing nature than reading another's thoughts on the subject. William is not accepting somebody else's word of knowledge, but he's discovering his own knowledge. I think of William as a symbol of individual thinking (a pioneer), and Matthew as a symbol of society's restriction because he chooses to restrain his knowledge to words on paper. Next, William replies to Matthew. William makes the point that there are things we see that we should pay close attention to because there might be some spirit trying to communicate. In this case, nature is communicating.William says, â€Å"That nothing of itself will come, but we must still be seeking? † When nature is ready to teach us, then we better be listening already. Really I think that in the poem, there is a sen se that nature is constantly teaching. It's Just that we aren't hearing things. Actually, we are hearing things but choosing to ignore the words. After all, Nature did give us ears to listen with, but it is our choice not to listen. Maybe we all have choices, and it's by listening to the details that we make the right choice. I also want to mention Wordsmith's other poem, â€Å"The Tables Turned. Unlike this poem where one person says pick up a book to learn, the speaker says put down your book to learn. The poem says, â€Å"Let Nature be your teacher. † It later goes on to say, â€Å"—-We murder to dissect. † I think that meaner that when men get curious about something, we destroy its natural beauty Just to learn about it. â€Å"The Tables Turned† helped answer questions posed by â€Å"Expostulation and Reply† in Wordsmith's own thoughts and views. When you add the vivid language of â€Å"The Tables Turned,† it ally gives a more colorful, vivid sense of nature and what it has to offer.There's a lot of sensory perception described in the poem. The poem goes on to describe nature as something pure and innocent. I think that's why Matthew didn't understand Williams action; he wasn't in touch with the innocence of nature anymore. Modern society has taken over and left its mark on the culture. Maybe William knew that modern life would overrun nature, and he would learn all that he could before it was gone. After all, no good thing can last forever. These poems reveal a lot about humanity, even though the subject was nature.Human will can drive us to excel in certain aspects. When it comes to learning from the nature around us, we can see or hear something, but it is against our will to learn from it. We, as humans, are drawn to whatever distracts our attention. When it comes to a more passive distraction, we don't notice it. If we did, we'd be smarter because of it. This poem is definitely an example of Romanticism becau se of the humble, peaceful learning that is happening in the poem. It's very different room the way that learning is defined, even today.

Goldinis Play essays

Goldinis Play essays On Friday, June 1, 2001 we had the pleasure of seeing Carlo Goldinis, A Servant To Two Masters, at the Dock Street Theatre. By now we were used to seeing performances at the Dock Street Theatre and I had experienced several different types of performances. However, this performance was nothing like I had expected. I knew we were going to see a play, but for some reason I had in my mind that I was going to see a musical or something silly. I knew from the very first moment that I was going to like this play. The main character Tuffaldino, played by Jason Watkins was absolutely hilarious. Since I have never seen this play before or anyone in the play I cannot picture anyone else performing better than Watkins. He was the highlight of the entire play. The plot was quite simple and basic, however the play did not seem basic at all. Truffaldino is quite simply caught between a rock and a hard place. He needs money and is starving therefore he takes on the role of loyal servant for two masters. That does not sound too hard, however the task becomes more difficult when it is revealed that his two masters actually used to be lovers. Truffaldino has to juggle himself between the two masters and also find time to fall in love with the maid, Smeraldina. If this doesnt sound confusing enough, remember that one of the men in the play was actually a woman and there are three main love stories. Along with Truffaldinos continuous balancing act between masters, came his interaction with the audience. At one point in the play, the action leaves the stage and is continued into the first row. If this was not enough to get the audience roaring with laughter, references to Monica Lewinsky and the Beatles were made. Watkins could not have played his part any better, I was at the edge of my seat waiting to see what he was going to say or do next. I also loved the way the stage was changed from scene to scene. ...

Csr of Volkswagen Essays

Csr of Volkswagen Essays Csr of Volkswagen Essay Csr of Volkswagen Essay The direction of the company’s corporate societal marketing efforts Corporate social responsibility (CSR) can be defined as the business practices that are based on ethical values, in order to meet the legal requirements, as well as respect for people, communities, marketplace and environment (what is corporate social responsibility, 2002). They are many different ways to determinate CSR, but the main purpose of the CSR can be explain as the management of stakeholder are giving concern toward the responsibility and the irresponsibility acts that related to the environmental, ethical and social phenomena in a way that create corporate benefit (Vaaland et al. , 2008, p. 931). Therefore, instant of making profits, the company also holds the responsibility to the impact of their production toward the people and the environment as well as the economy. As an international active vehicle manufacturer, Volkswagen took the sustainable environment protection as part of their responsibility. These responsibilities start from doing the future technology research, development and manufacturer of their products. For example, Volkswagen will check all their production areas in order to achieve the greatest possible environmental capability. (Das Auto, 2011). The increased of the identification and loyalty with a company due to the CSR activities (Bhattacharya and Sen, 2004; Curras-Perez et al. 2009; Marin et al. , 2009; Rego et al, 2010), indicates that CSR has been increasingly perceived as a strategy of corporate concern for deepening both employee and consumer commitment and relationships with organizations over time. This will not only increase the customers’ brand loyalty, but also the employees’ loyalty toward the company. The CSR provided for the employees’ safety such as hazardous substances at the workplace mig ht cause the serious health problem to the employees concerned. In order to protect the employees, the investigations of the hazardous substances in the air at the workplaces are required. The main measurement of hazardous substances involved the measurement of welding smoke in bodywork manufacturer, coolant lubricants in metal processing, solvent measurements in the paint shop and diesel engine emissions in halls where vehicles are drive. The safety Chemistry Measuring of Volkswagen AG has been approve according to the ISO 17025 since 1999 and hus bears the quality seal to assess the workplace related situation of hazardous substances in the air (Das Auto, 2011). The accreditation of the Safety Chemistry measuring point is used to make sure the sustainable health and safety at work. The integrate of ethic and corporate social responsibility (CSR) into organization strategy (Sharp and Zaitman, 2010), can be consider as a key aspect for the technology intensive firm, as innovation have been prove that they is a influence of CSR toward the organiza tion performance (McWilliams and Siegel, 2000). The effect of this integrate will create human capital, and other intangibles such as reputation as well as culture. (Surroca et al, 2010). In order to compete in a rapidly changing business world, more and more organization has become socially responsibility to increase their reputation and brand image. Volkswagen is giving financial contribution to enhance its corporate social responsibility to South Africa. Firstly, Volkswagen are giving a support in the fight against AIDS by provide two million euro for the new youth centre at its site in Uitenhage. The centre is part of the LoveLife Foundation, is the main focus of this centre is fight against AIDS. The LoveLife programmers’ are running by a group of voluntary national youth welfare organization Groundbreaks (Das Auto-, 2011). Secondly, Volkswagen offer education and provide protection for the disadvantaged children. â€Å"Eine Stunde fur die Zukunft† and associated initiative â€Å"A chance to play† are both street children project that are successfully helping the disadvantage children as well as young adult. The success of both of the programmed are due to the contribute of the Volkswagen staff and Volkswagen Works Council. The programmed â€Å"Eine Stunde Fur die Zukunft† was created to raise fund for the disadvantaged children and young adult in the area of Volkswagen plant sites all around the world (Das Auto, 2011). Through having both of the projects above, the disadvantage children are getting the chances to receive the protection and opportunity to have an education in order to developed their professional prospects.

8 interview questions when applying to a call center -The JobNetwork

8 interview questions when applying to a call center -The JobNetwork Whether they take orders or offer customer service, call centers are all fairly similar. So there are a number of common questions you can expect to be asked when interviewing for a call center job. Here are 8 to anticipate, along with some suggestions for how to answer them. 1. â€Å"Can you tell me about yourself?†How to Answer It: Emphasize your people skills, since call center work involves talking to people all day. If you’ve ever done volunteer work, now would be a good time to talk about how much you love it. Just be sure to give a fleshed-out answer. The interviewer wants to know more than the kind of information that is already on your resume. Go deeper than your basic statistics.2. â€Å"What do you think a call center is like?†How to Answer It: Stay positive! Maybe taking calls all day is not your ideal job, but if you really want this one, you need to describe a call center as an environment of excellent customer service with employees who are flexibl e, cheerful, and extremely helpful.3. â€Å"What do you know about our company?†How to Answer It: Before going on your interview, do a little research about the company for which you are interviewing. Being able to rattle off a few details about the company in very positive terms reveals an attention to detail, a team-player spirit, and a willingness to do your homework. Not having a substantial response signals that you don’t take getting this job very seriously.4. Question: â€Å"Why do you want to work here?†How to Answer It: Explain that you have the people skills necessary for call center work. If you don’t have call center experience- and you probably won’t if you are asked this particular question- describe your other work or life experiences relevant to call center work. If you’ve ever worked with customers or clients before, or ever had to defuse potentially explosive situations, you should mention such experiences in your response. 5. â€Å"What is quality customer service?†How to Answer It: There’s really only one answer to this question: â€Å"Going above and beyond expectations† is quality customer service.6. â€Å"What are your strengths and weaknesses?†How to Answer It: This is a common question in any job interview. If you’re trying to get a call center job, your strengths should include patience, problem-solving, excellent communication skills, fast learning, and friendliness. Discussing your weaknesses can be a sly way to further emphasize your strengths. For example, you can offer â€Å"I tend to work myself too hard† as a weakness. Just don’t mention anything too negative.7. â€Å"What is the salary you expect to make here?†How to Answer It: Ideally, you would just request the standard salary for someone with your qualifications rather than a specific figure. If the interviewer asks for a specific figure, keep it reasonable without aiming too lo w or you may end up making less than you deserve. Do some research to find out how much someone with your qualifications should earn at a call center.8. â€Å"Where do you see yourself in five years?†How to Answer It: This common question is a way to find out if you plan to stick around or regard the job as a temporary steppingstone. A company is not going to want to hire you if you plan to move on quickly, so tell the interviewer that in five years you see yourself working for this very company†¦but promoted to a more powerful position!

The Different Sources of Law in England and Wales Essay

The Different Sources of Law in England and Wales - Essay Example Judges create common law by delivering written judgments on the cases that have been brought before them. If magistrates’ courts across both Wales and England were to be allowed to follow and make their own precedents, this would have the effect of creating relatively huge variations in both the regional and local legal customs in the two countries (Gearey, Morrison and Jago, 2013). The common law works to ensure that the law remains common throughout the land. However, it is the responsibility of the House of Lords and the criminal division of the Court of Appeal to create legal precedents in relation to criminal matters affecting Wales and England. It is the decision that is made by these higher courts that works to bind the lower courts.  At times, new situations occur that are found to be entirely new in relation to common law. In such instances, courts in England and Wales can sometimes opt to look aboard at the decisions of the courts made in other commonwealth countri es in order to seek the necessary guidance or from them. This allows for common law systems to have a degree of flexibility and stability as they continue to look to each other for guidance (Gearey, Morrison and Jago, 2013).Statute Law and Common Law Interaction  Although the English legal system is primarily founded n common law, this does not necessarily mean that statutes are any less binding. In fact, the relationship between statute and common law is that that statute law codifies certain rules whereas the common law serves to provide clarification.

Contract Creation and Management Assignment Example | Topics and Well Written Essays - 1250 words

Contract Creation and Management - Assignment Example C-S claims quality of deliverables from Span has been unacceptable and behind schedule. C-S has demanded immediate transfer of all unfinished codes as it cannot afford to reschedule slips. C-S has also asserted the recession of the contract. Span, on the other hand, claims user requirements have grown disproportionately. Additionally, span claims C-S’s review time and approval was affected due to change in the structure of project management. In the simulation between Span Systems and C-S, both parties had a valid contract. C-S offered Span Systems a contract to create banking software to market within one year. Span accepted the legal offer and promised to deliver the software on time. However, there was a breach of contract between the two parties, and the contract required restructuring and clarification. When creating the contract, every clause should be fiercely negotiated as this will help both parties reach a consensus easily. Each party did not have a clear understanding of the specific requirements of the project. The final contract did not clearly define the roles and it was also ambiguous. There are various principles that apply to such issues. In this case, the contract should clearly define each party’s role as this will help in understanding roles. A successful business partnership can be achieved only if a contract is carefully reviewed before sign-off. Clarity of purpose is an essential aspect that ensures successful contracts. C-S asserted the recession of the contract with Span, but Span developed some negotiation points that could help save the project. There are contract clauses that can be used to start negotiations between C-S and Span. It is essential to analyze the pros and cons of each contract clause in consideration for the termination of the contract: requirements change which refers to changes in the user and system requirements since originally determined in the system study stage, substantial

American culture Essay Example | Topics and Well Written Essays - 750 words

American culture - Essay Example It is true that there is a known level of resistance that confronted African-American culture during the early stages of the development of its literature (McLloyd 45). However, it is true that this was the beginning of their triumph. In an era known as the Harlem Renaissance in the 1920s, African-American literature has made black identity a â€Å"counterforce to the rationality and sterility of the capitalist modernity† (Glick 417). This means that the emergence of black culture as shown by the development of African-American literature served as a defiance of the traditional and conservative but capitalistic culture that white Americans have established. In short, black American literature served to overthrow the white American system that financially exploited African-Americans through slavery. This sense of freedom brought with it a renewed sense of identity which reflects in black literature, such as in Frederick Douglass’ Narrative of the Life of Frederick Dougla ss, where young Douglass fights back the white landowner Mr. Covey and says, â€Å"†¦but at this moment – from whence came the spirit I don’t know – I resolved to fight† (Douglass 62). He then says, â€Å"â€Å"I seized Covey hard by the throat, and as I did so, I rose† (62). In fact, the phrase â€Å"I rose† is rather demonstrative of the reversal of role of the black slave and the white capitalist landowner. Through Douglass’ book and other similar examples of African-American literature, the blacks have redefined themselves in the 1920s through their literary work. Although white Americans viewed the emergence of the black culture as â€Å"sexualized exoticism packaged and sold as blackness† as shown by the excesses brought about by interracial parties of Harlem jazz musicians, it is definitely different when it comes to African-American literature (418). Literature has become the defining factor in the cultural change s that the blacks experienced (Holloway 110). Through literature, the black culture is reborn and revived without the impurities of the slavery period. In Zora Neale Hurston’s â€Å"Story in Harlem Slang,† the main character of the story, who is a black woman, shouted to the white thieves, â€Å"If your [feet] don’t hurry up and take you ‘way from here, you’ll ride away [and] I’ll spread my lungs all over New York and call the law†¦And I’ll holler like a pretty white woman!† (Corbould 869). This means that literature was an instrument which African American writers used in the 1920s in order to assert their identity amidst white domination. Moreover, the emergence of African-American literature enhanced the development of a black culture that was actually a mixture of black and white elements. According to Morrison’s Playing in the Dark: Whiteness and the Literary Imagination, â€Å"In American literature, construct ions of white national identity depend on their juxtaposition with representations of darkness, whether through the literal presence of black characters or through more metaphorical manifestations of racial difference† (Harrison-Kahan 419). This means that the perpetuation of differences between blacks and whites in black literature will simply further aggravate the social differences between them as well as the racial discrimination that whites had always had for blacks. The solution implied by Morrison was therefore the merging of white and black cultures in literature. A number of Harlem Renaissance writers responded

Engineering Computer Technology Essay Example | Topics and Well Written Essays - 500 words

Engineering Computer Technology - Essay Example Picasa, which manages and store the user’s images online. YouTube which enables users to publish and store their videos online. Google Translate which does translation services of most languages. Blue tooth headsets have both advantages and disadvantages associated with the technology. The first advantage is that there are no wires used thus the limitations associated with distance constraints are minimized if not eliminated. With wireless headsets, handling calls while driving is easy and simplified. It allows hands free phone call reception thus eliminating accidents associated with driving while on a phone call. Bluetooth wireless signals use low power signal unlike wired headsets. Blue tooth headset is universal meaning it can be used in any device that is Bluetooth enabled. On the other hand, Bluetooth headsets are more expensive compared to their wired counterpart.It can be as much as ten times the cost of the normal traditional headsets. It has a mono output which affects the quality of sound it generates as compared to the traditional wired headsets. Finally, Bluetooth headsets are limited in some way by signal range. The device has to be close to the headset for a quality sound and operation. Amazon.com, Inc is an e-commerce platform and company founded by Jeff Beros in 1994. It was originally based in a garage in Bellevue, Washington but since then it has grown to be then leading and largest online retailers. It has its headquarters based in Seattle, Washington USA. It was started as an online bookstore but since diversified to include other item like DVD,cd, software and video games. The company was incorporated as Cadabra after which it went online in 1995 as Amazon.com (Spector, 13). Management information system provides the information needed by an organization for effective and efficient management. Management information system entails the computer systems used

Legal aspect Essay Example | Topics and Well Written Essays - 1250 words

Legal aspect - Essay Example They include autonomy, beneficence, nonmaleficence, veracity, confidentiality, justice, and fidelity. Based on the case before us, the nurses had the ethical responsibility of providing safe, compassionate, and competent care to the patient (Storch, Rodney, and Starzomski, 2004). In this regard, it was the responsibility of nurses to ensure that the patient is provided with the necessary treatments and care to ensure his well-being. In fact, the patient also has the right to receive treatment from nurses regardless of their status or situation. Therefore, it was the obligation of the nursing staff to ensure that the right of the patient is protected. The nurses were also under the ethical responsibility to preserve the dignity of the patient. This included the duty of providing the necessary support to ensure the patient’s dignity and integrity is maintained, according to Storch, Rodney, and Starzomski (2004). In the case before us, the patient had the right to be provided wit h the necessary care such as ensuring his cleanliness and well-being is assured. This includes being cleaned and turned on bed periodically to ensure his dignity is not compromised. The nurses were also under an ethical obligation to promote justice of the patient (American Nurses Association, 2006). ... Further, the nurses had the ethical responsibility of ensuring that the privacy and confidential information pertaining to the patient are maintained, according to the American Nurses Association (2006). In this regard, the nurses were expected to ensure that any confidential information pertaining to the patient is only used for the purpose for which it is meant. Therefore, they should ensure that private and confidential information is not divulged to the public without the consent of the patient. 2. Was there a deviation from the standards of care in this instance? Explain. The case before us showed a deviation from a number of standards of care expected of the nurses in discharge of their duties. Firstly, the case manifests a deviation from the nurses’ ethical duty to provide safe, compassionate, and competent care. This is evident from the fact that the nurses at the hospital failed to ensure that the patient received the quality care. According to Mrs. O’Hara†™s family, their patient died because of the nurses failed to administer the care and treatment expected. The fact that the 86-year old man laid on the bed without assistance from nurses is a clear proof of the deviation of this standard of care. The case also shows a deviation from the ethical responsibility of protecting the dignity of the patient. Every patient has a right to receive the necessary support from the health care providers such as being given the opportunity to bath and the turned on the bed in case the patient is too weak to do so by himself or herself (Burkhardt and Nathaniel, 2002). The case before us, however, shows clearly that the nurse charged with the responsibility of providing such a support failed to do so. As claimed by Mrs. O’Hara’s family, the 86-year old patient

Dekalb Hospital Site Description Essay Example | Topics and Well Written Essays - 1000 words - 1

Dekalb Hospital Site Description - Essay Example Currently, the organization is not affiliated to any academic institution. It has one full time specialized position, no part time specialized position and is an accredited residency site. Dekalp’s practice type is a hospital with 201 beds though its average patient rate 70. Its basic services are medical/ surgery, ICU, ER, psychiatry, and infectious disease but it also offers services in alcohol and drug therapy, rest care, diagnosis image, occupational therapy, orthopedics, physical therapy, and skilled nursing care. It also offers radiology services besides distributive services such as centralized unit dose distribution, decentralized unit dose distribution, IV preparation, TPN compounding, chemotherapy compounding among others. Further, it offers non distributive services such as patient rounds, pharmacokinetics, therapeutic consults, IV to PO conversion, drug information, newsletter provision, P&T committee/Formulatory development, Nursing/Physician/other healthcare prac titioner education, chart writing privileges, laboratory test order protocol, infectious disease service, nutritional support service and anticoagulation service. The organization monitors its patients on an average of 30 to 40 patients per day and adopts a bar-coding identification for non-distributive services. Its documentation system is Car Fusion-med Mind with application of barcode scanning, medication dispensing cabinets and robots for automation. The hospital derives its economics of practice from Medicare, Medicaid and private pay insurance on a 30 percent, 10 percent, and 50 percent contribution basis. The pharmacy is securely situated on the left side of the lobby on the hospital’s first floor and is under tight security that approves all entries. Once in the pharmacy that is about 800 squires, there is a wide working table at the centre and the director’s office to the right. The pharmacy’s products are

Legal aspect Essay Example | Topics and Well Written Essays - 1250 words

Legal aspect - Essay Example They include autonomy, beneficence, nonmaleficence, veracity, confidentiality, justice, and fidelity. Based on the case before us, the nurses had the ethical responsibility of providing safe, compassionate, and competent care to the patient (Storch, Rodney, and Starzomski, 2004). In this regard, it was the responsibility of nurses to ensure that the patient is provided with the necessary treatments and care to ensure his well-being. In fact, the patient also has the right to receive treatment from nurses regardless of their status or situation. Therefore, it was the obligation of the nursing staff to ensure that the right of the patient is protected. The nurses were also under the ethical responsibility to preserve the dignity of the patient. This included the duty of providing the necessary support to ensure the patient’s dignity and integrity is maintained, according to Storch, Rodney, and Starzomski (2004). In the case before us, the patient had the right to be provided wit h the necessary care such as ensuring his cleanliness and well-being is assured. This includes being cleaned and turned on bed periodically to ensure his dignity is not compromised. The nurses were also under an ethical obligation to promote justice of the patient (American Nurses Association, 2006). ... Further, the nurses had the ethical responsibility of ensuring that the privacy and confidential information pertaining to the patient are maintained, according to the American Nurses Association (2006). In this regard, the nurses were expected to ensure that any confidential information pertaining to the patient is only used for the purpose for which it is meant. Therefore, they should ensure that private and confidential information is not divulged to the public without the consent of the patient. 2. Was there a deviation from the standards of care in this instance? Explain. The case before us showed a deviation from a number of standards of care expected of the nurses in discharge of their duties. Firstly, the case manifests a deviation from the nurses’ ethical duty to provide safe, compassionate, and competent care. This is evident from the fact that the nurses at the hospital failed to ensure that the patient received the quality care. According to Mrs. O’Hara†™s family, their patient died because of the nurses failed to administer the care and treatment expected. The fact that the 86-year old man laid on the bed without assistance from nurses is a clear proof of the deviation of this standard of care. The case also shows a deviation from the ethical responsibility of protecting the dignity of the patient. Every patient has a right to receive the necessary support from the health care providers such as being given the opportunity to bath and the turned on the bed in case the patient is too weak to do so by himself or herself (Burkhardt and Nathaniel, 2002). The case before us, however, shows clearly that the nurse charged with the responsibility of providing such a support failed to do so. As claimed by Mrs. O’Hara’s family, the 86-year old patient

Evaluating Communication Strategies Essay Example for Free

Evaluating Communication Strategies Essay You are working as a human service worker at a local United Way agency that serves several multicultural clients. In addition to the multicultural aspect, the agency also serves children, women, the elderly, and the homeless. Your manager has asked you to decide the best communication approach for each of these clients. Answer the following questions: What would you need to learn or know about each of your clients in order to communicate effectively with them? What strategies or techniques do you believe would be the best approach to take when communicating with each of these clients? How might you need to adapt your communication approach from one individual to the next? Working in the Human Services field can provide you with many different types of job opportunities each requiring their own specific needs to clients, many different types of clients that is. To communicate in an effective way with clients getting to know about them is a great start. Listen is top priority to understanding and getting to know your clients. Active listening describes the effort on the part of the listener. Active listening involves giving verbal feedback on the content of what was said, along with recognition of the feelings underneath. Qualities of a good listener include: being non-aggressive, being self-confident, having the ability to let things go along with the ability to work things out. Listening opens the door to meaning. When you hear the person, understand the situation and the feelings, then you are in a position to take constructive action or to reply to her or him in a way that makes sense. Helpful listening helps people look at their ideas, plans, hopes, concerns, fears, etc. It helps them gather information, solve their problems themselves and try out other alternatives. * Communication may seem easy, but to many peoples surprise it is something that has to be learned and practiced. Some of us have developed poor listening skills; we may be judgmental or dont allow others to speak. Some of us may use close-ended questions exclusively, and do not allow others to explore and contribute to  the discussion. A few strategies and or techniques that allow us to see a better approach to communicating can be using open-end questions such as Where would you like to begin? What options have you explored? Which concern would you like to talk about first? Can you tell me more about that? Open-ended questions encourage the exploration of thoughts and feelings by leaving individuals free to answer in any way they choose. On the flip side, closed sided questions s force a specific answer. They often present themselves as roadblocks to good communication. Sometimes you need specific information (i.e. what city do you live in?). Be sure the information you request is relevant to the persons situation. Use fact-finding, limited-response questions sparingly. A closed question allows for a limited response. Understanding that each client is different from each other, focusing on each client while actively listen, not judging and knowing that the client is there for help is a way to adapt your communication between clients and or patients.

Harley Davidsons Process Of Change

Harley Davidsons Process Of Change Harley Davidson celebrates their 107 years anniversary this year. In their long journey, they have faced many bumps. One of the biggest challenges was in 1980s where Japanese motor cycle company joins the competition in United States. It gaves a huge impact to Harley. The Harley almost becomes history that day. Until some important person came and initiated change of every single aspect.. Rich Teerlink and Lee Ozley were two of the key person behind the change. Rich Teerlink was CEO of Harley Davidson, Inc and Lee Ozley was consultant for the company. In the year 2000, they wrote a book called More than a motorcycle: the leadership journey at Harley. The book tells stories about more than 12 years journey of change. How they analyze the problems, failure they made, challenge to change, until they succeed in changing Harley Davidson become better company. In this research paper, the authors try to see their journey from knowledge management perspective. The authors will draw importan t components that could affect implementation of knowledge management initiative. Leadership, business process, organizational structure, lifelong learning, culture and employee participation, are some components that lead successfulness of Harley Davidson s journey. Keywords: Knowledge Management, Leadership Introduction On the edge of bankruptcy, Harley was acquired by American Machine and Foundry (AMF) in1969, but still not revolving well until 1980. Worse is that the independence of Harley, Inc. put Harley people from honeymoon to hard times because of capital deficit. The arrival of crisis in the early 1980s, when many of Harleys employees lost their jobs or opportunities for career advancement, turned into a driving force of adopting the traditional command-and control hierarchies to remove the crunch. It seemed safe and steady after the crisis, nevertheless, the tree leaders, Rich, Tom Gelb, vice president of manufacturing, and John Campbell, vice president of human resources, started to take into account the survival and prosperity of the company in the long run. Decisive, top-down leadership style no longer could afford the future with limited effectiveness and durability. Commitment, rather than compliance, together with appropriate leadership were put on the agenda in view of Employee involvement (EI). This revolution started with information flow for knowledge sharing within the organization, supported by strategy thrust in stair-step. Leadership played a vital role in articulating a vision of collaboration during the whole business process while emphasis on human capital through awareness expansion, commitment extension and two-way communication helped building the life-long learning culture of the company. Best Practices originated from the Operational Committee the behavior model, also contributed to one of the core advantages of Harleyworld class system. Preparation of Journey Getting There from Here Strategic thrust (Figure 1) for change rises from comparison between where we are today and vision of ideal future with power derives from the stair-step idea (Figure 2), which stimulated the forward information flow in that a shared vision help people on the stair to tolerate the near-term unknowns. Making Change Popular The conceptual framework (Teerlink, 2000) Lee outlined was based on the mathematics of change, providing an approach to making change welcome. Change = (E*M*P) > Resistance E=Engagement, M=Model, P=Process The need to do things differently drives peoples engagement.(E) The Vision of ideal future provides a clear goal with the proper model giving the reality-transformation.(M) Approaches to make change welcome ,stepping toward the clear goal.(P) Structure for Information Flow With the fact that Harley could not afford another three years of only incremental change, management team agreed to adopt the one-year contract that afterwards proved to be beneficial for both the union and management to take the risk. Demanding for establishing the appropriate relationship among the unions, between the union and the company together with feedbacks from the stakeholder, customer, shop floor worker along the tree dimensions: quality, financial performance, interpersonal relations turned into the catalyst of producing the Joint Vision Process. The information flow unfold the process by combining the two perspectives from both union and nonunion together, with negative and positive pressures, limited time but also stimulus to the process, brought by the one-year contract. Joint Vision Process Joint Vision Process (Figure 3) was the first step in the journey. The purpose is to jointly create the company s vision between the Union and Management. Individuals from the two groups formed their own perspectives toward vision for the company and the union-management relationship which then combined into a joint vision. In producing a final Joint Vision, a three-day session called the May Big One was held at the Ramada Inn in May 1988. There is one and only rule that nothing would be included in the final vision statement that wasnt the product of complete consensus. This rewarding process carried out through a continuing dialogue, with participants showing a sense of personal ownership in company matters, enabled this switch, rather than change from Point A (my ideas) to point B(my companys ideas) through a series of steps (my institutions ideas, my sites ideas). The proxy is community since local and specific cannot be generally accepted. The conference committees, set up by ROI with members including the most senior managers and labor leaders from both union and nonunion, aimed to address apparent disagreement. What continued was the setup of the Joint Leadership Group, which was created as a network of temporary structures, composing union and management leaders, to help move the Joint Vision Process forward. And Local Site Committees, responsible for the identification of barriers had three guidelines to decide the work of problem solving, which are 1. Problems and issues would be dealt with by the people most directly affected and knowledgeable. 2. Only the top-level joint group could identify issues as off limits to the Joint Vision Process. 3. Any joint group could form task forces to do pieces of work within the charter of that joint group. Temporary governance structure (Figure 4) of the process was then seated to hunt down barriers, giving fairness to those people who have not yet been directly involved by reaching a numerical balance between unions and management. Modeling Appropriate Behaviors The Operational Committee was established by individuals reporting directly to members of the Executive Committee to make executives actions visible and support a culture of collaboration in the embryonic form of Best Practices, enabling combination of Tacit knowledge interaction from different levels. The two consultants, Bob and Lee, provided a series of recommendation after observing a number of committee meetings. They pointed out that one facilitator was needed in the committee to help train the members with the guidelines and ground rules, and those participants should contribute to the topic only at the meeting, and also third-party attributions had to be avoided. It is troublesome in the late period of identifying and addressing barriers to the Joint Vision and hundreds of barriers lead to the negotiation between the two sidesunion and management, ending with a new two-year labor agreement. The process went well from mid-1988 to early 1990, and then came the unavoidable suspension because of lacking comprehensive training of leaders from both the union and the management sides, following by the discussion based on six specific issues. Margaret Crawford, a member of one of the salaried groups, says that going right to the barriers was probably a mistake and that focusing on opportunities could be a better idea. Since it really takes time to build relationship, active steps should be taken to help people in the organization change. All in all, the Joint Vision Process was a painful process but it did give the right direction, setting the foundation of the whole journey. Leadership involved creating opportunities, Harleys Executive Committee moved forward to expand awareness of senior management of the two separate organizations, Harley and Holiday-Ramble, through activities mainly focus at debate stimulation, learning sharing and organizational cohesion, which was the first time that all top executives from both HDMC and HRC come together in a working session. The learning organization began among the groups with the following six objectives (Teerlink, 2000): Provide insights and concepts to assist senior management in leading their organizations more effectively Demonstrate continuous learning as a way of life Get better acquainted Exchange ideas and information Elicit ideas for the content and process of future sessions Have fun After an effective icebreakerthe Tinker Toy exercise in which the five-member teams comprising purposely mixed employees from HDMC and HRC, in team, design, build, and sell a Tinker toy, all participants came to the next activity, where no challenging ideas were provided by the groups toward the extreme thought given by the guest speaker James Brian Quinn. The participating managers had unexpected flat, one-dimensional reflect in spite that a high level of camaraderie was promoted through the enjoyable experiential learning in which people had energetic and positive responses to the skits. Rich was unsatisfied as peoples habits of getting the answers from on high lead no different new ways and the unawareness of Participation is an important element of Harleys long-term success and must be so recognized by the operating units. (Teerlink, 2000). And Lee compared the awareness expansion to a watershed event, saying that it broke the egg open a little. The Business Process Business process is defined as a structured, measured set of activities designed to produce a specific output for a particular customer or market. It implies a strong emphasis on how work is done within an organization, in contrast to a product focus s emphasis on what. A process is thus a specific ordering of work activities across time and space, with a beginning and an end, and clearly defined inputs and outputs: a structure for action. Taking a process approach implies adopting the customer s point of view. Processes are the structure by which an organization does what is necessary to produce value for its customers. (T. Davenport, 1993) As a brushfire of change, the Joint Vision Process received various feedbacks among different level of participants. Problems exist in both pace and process. Channeling energy released through the awareness expansion sessions, the Joint Vision Process, the beginning of organizational learning together with related initiatives called the need of structures. Business Process (Figure 5) is such a device that predated the Joint Vision Process, helping define much about the way Harley does business today. The distinction between Harleys previous improvement programs and the Business Process is that the latter automatically expand and extend the productive programs. Below are the three components of the Business Process: the corporate Umbrella, the operating unit, and the work unit (My Area) Corporate Umbrella In building the umbrella package of ideas including values, issues, and stakeholders, one-word signposts is agreed in the Executive Committee to summarize the following four areas: How will we behave in our interactions with others? (Values) What is truly important to Harley? (Issues) Whom does Harley serve? (Stakeholders) How will we describe success in the future? (Vision) (Teerlink, 2000) The values to determine our interactions with others are based on the short list presented by Dr. Alex Horniman, an ethics professor at the University of Virginia s Darden School, which are to tell the truth, to be fair, to keep your promises, to respect the individual. And to encourage intellectual curiosity was added as a fifth value by the Executive Committee. Five issues including Quality, Participation, Productivity, Flexibility, and Cash flow are focused by the group to determine what kind of company Harley was supposed to be. Stakeholders, whom the Executive Committee defined as anyone inside or outside the company who has an interaction with Harleys products, services, or representatives. comprise six parts: customers, employees, suppliers, shareholders, government, and society. Shareholders were replaced by investors due to its restriction on unfolding all of those who backed Harley with money and other assets. The vision, including key ideas of the importance of relationshi ps, the imperative for action, and the international nature of the companys future markets, was defined together by all senior managers and was proved to be the driving force of the forwarding overwhelming business process. Two sentences captured the vision before 1994: Harley is an action-oriented, international companya leader in its commitment to continuously improve the quality of profitable relationships with stakeholders(customers, employees, suppliers, shareholders, government and society). and Harley believes the key to success is to balance stake holders interests through the empowerment of all employees to focus on value-added activities. and then was changed to To be a leader in continuous improvement in mutually beneficial relationships with all our stakeholders. Operating Unit A three-year plan, as an attachment of a cover note Rich prepared for the December 1987 board of directors meeting, including a mission statement, operating philosophy, and selected strategies, was the foundation of the Business Process. The Executive Committee attached great importance to flexibility on the mission statement: Preserve and perpetuate the Harley institution through continuous improvement in the quality of our goods and services, and achievement of our financial goals, Provide motorcycles, accessories, and services to motorcycles in selected niches, provide the general public brand-identified products/services to enhance Harleys image and attract new customers (Teerlink, 2000). Engage in manufacturing or service ventures that can add value (not only profit) to the motorcycle business (1991) and We fulfill dreams through the experiences of motorcyclingby providing to motorcyclists and to the general public an expanding line of motorcycles, branded products, and services in selected market segments (February 1999) Objectives: How do we measure success? Operating units are guided in general terms by objectives which are traditionally stated in financial like develop the global market potential of 100,000 units by December 31, 1996, and develop the capacity to meet that demand while continuously improve quality. It is suggested by the Executive Committee that no more than five objectives should be adopted in each operating unit within Harley. Strategic plans, guiding operating units in specific terms, are based on a three to five year time horizon, compared with that of objectives, mostly a five to ten year time horizon at Harley and are changed corresponding to different objectives in various periods of time. Work Unit (My Area) The philosophy embedded in the mind of Harleys people is supposed to be doing the right thing naturally and organically but not in response to some external crisis, which can be enabled by tools for individuals and groups to operate independently, without continuous guidance from corporate, balancing local responsibility with the larger needs of functions, divisions, and departments. Three key points here: 1. A work unit, today operating as natural work group, would map out plans annually according to the stages of the annual operating plans. 2. An employee-driven Performance Effectiveness Plan (PEP) was developed for every employee to understand plans, in both strategic and operating level, and then to make personal plans correspondingly. 3. Inside the Two-way communication, managers act as knowers, to whom people provide their information and go for answers. Managing business process enables organizations to be more efficient, more effective and more capable of change than a functionally focused, traditional hierarchical management approach. In business process, knowledge is created and transferred throughout the organization by tools such as lessons learn database, best practices and community of practices. And since the transfer of business practices is viewed as a source of competitive advantage in knowledge management strategies (Alexandre P., 2007), business process provides Harley the platform to build the core advantages of the companyworld class system through best practices originated from the Operational Committee the behavior model(Teerlink, 2000). Organizational Structure Organizational design is one of the factors that will greatly influence the implementation of a knowledge management process (Enrique Claver-Corte s, 2007). Organizational structure which have high hierarchy and very bureaucratic tend to have low innovations from the employees. Usually the structure is command-control, not much space for the employees to express himself. Harley s manager and union members found that organizational structure gives huge barriers to realization of company s future. Rich changes Harley s organizational structure from command control decision making into employee-driven and minimal structure. Employees have opportunity to contribute on deciding specifics boxes and lines for the organization and the structure should derive from real organizational functions. Rich and colleagues come up with idea about circle organization. The philosophy behind this circle organization was to get the right people, together at the right time, to do the right work right. (Teerlink, 2000). It represents shared leadership and cross-functionality at work in Harley. The circle organization based on three core processes, Create demand; include marketing, sales, public relations, customer services and styling. Produce product; include manufacturing, engineering, purchasing, logistics, etc. Provide support; include finance, HR, legal, information services, etc. And leadership and strategy council (LSC), its coordinator of other three circles. Figure 6 shows complete picture about the circle organization. Arrows pointing to stakeholders area means it s the external focus for the company. Meanwhile, arrows pointing across the circle indicate recognition of interdependence. The scheme encourages employees to seek the right people to work with in order to get the work done. The command-control position was replaced by the coach or facilitator in each group. Employees communicate and share knowledge inside and between the circles, knowledge buyer and seller change their idea how to solve a problem, new ideas often generate during the discussions. Employee Engagement One of factors influencing successfulness of Knowledge Management initiative is employee s engagement to the organization. When employee feel the organization is belong to them and their contribution is recognized by the company, employee will be encouraged to share their knowledge and actively participate to the company s business strategy. Bob Hayward in his website shares some benefits of employee engagement in the organization (Hayward, 2010): Better performance Knowledge worker whom engage in his job tend to work smarter. They always looking for ways to improve their performance. Work in effective and efficient way. It means better quality, innovations and lower cost. Better communication Engaged employee communicate to share ideas, information and knowledge. Knowledge sharing is in his blood. He actively plays roles in knowledge market. Greater customer satisfaction Customer is a king. Engaged employee will seek how he could meet customer needs. Customer satisfaction is his target. Better team working Employee has personal responsibility to deliver business agenda. He works in the team to achieve organization s vision. Greater commitment Employee has a pride and really cares about the company s future, because company s future is also his future. Lower employee turnover and greater ability to recruit great people One of serious problem in organization is high employee turnover. Without proper knowledge management system, knowledge could walk away out the door together with employee. Organization has to reinvent the wheel every time employee goes out. For engaged employee, they do not easily leave the company. They feel happy working there. Good employee usually has good networking; it will lead them to propose the company great people to join them. Rich and his teams clearly have vision how to engage their employee to the company. Harley did some activities to encourage the employee engagement: Established Performance Effectiveness Process (PEP) PEP gives individual opportunity and responsibility to determine function of his work unit and how he can make difference in company s future. PEP is the smallest participatory process entity of company s vision that will evolve iteratively and it will lead to the creation of whole company business process. PEP can be used for several activities, such as: o Performance Evaluation One purpose of performance evaluation is to see strength and weakness of individual. Harley involved the employee on defining their own performance measure and see individual from other perspective. Employee should know his position based on others judgments and understood how their colleges perceived them and how to improve their performance in the eyes of their college. Based on this evaluation, company will extract strength and weakness of their employee. So the company will know which subject they should concentrate to develop. o Career Development PEP was tailored by the HR department to become basic for career development. Many employees like status quo. When company trying to make major cultural change, they do not want to change and hate to be changed. Integrating career development into PEP, it will insist the employee to change their habit. If they do not want to change, then he will be the first employee who will leave the company when layoff comes. o Maximize employee participation. Individuals know clarity how he can make a difference. It s good for company as well for the individuals. With PEP, employee have to give input how to improve them self as well as the company. In their employee handbook, Harley Davidson commit to create a working environment designed to maximize employee contribution and provide resource and opportunities to develop their knowledge. PEP does not succeed in its first month or even first year of implementation. It emerged over several years, with continuous improvement in all aspects. Compensation The second way how Harley engaged the employee is by giving them compensation. Harley compensates people not only from performance but also on how they demonstrate their capabilities. Harley found that they should not compensate the employee only with money. Because their motivation is not only money, indeed we should have much money to do that, said Lee. Harley has two visions on giving compensation. The first is to make a larger part of employees compensation at-risk or variable and the second is to compensate all employees in essentially the same way by creating standard pay components across the company. Listen to the employees Harley Davidson is an employee driven organizations. They were changing their culture from command control top down company into more participatory. Most people want the same thing from their company. For them working motivation is not only money. What Harley s employee really seeks are rewards and recognition in non-monetary realms. They seek opportunities to be heard, organization s evidence of contribution, involvement in decision making and problem solving process. They want to know every single aspect in organization and understand what is going on. Employee seeks total experience in their working place. The company really listens carefully and takes necessary action to response the employee s need. Harley s facilitate sharing session on what they expect in the organization. The employee proposed 49 things to the company. Some of the items can be done immediately and the others need approve from the board. But Harley really engages to his employee satisfaction, and this will bring the employees to do the same thing for the company. Lifelong Learning Learning organization is organizations where people continually expand their capacity to create the results they truly desire, where new and expansive patterns of thinking are nurtured, where collective aspiration is set free, and where people are continually learning to see the whole together. (Senge, 1990) Some benefits of becoming a learning organization are: Maintaining levels of innovation and remaining competitive (McHugh, 1998) Being better placed to respond to external pressures (McHugh, 1998) Having the knowledge to better link resources to customer needs (Wikipedia, 2010) Improving quality of outputs at all levels (Wikipedia, 2010) Improving corporate image by becoming more people oriented (Wikipedia, 2010) Increasing the pace of change within the organization (Wikipedia, 2010) Harley s leaders, both union and management leaders have commitment to encourage and facilitate learning and intellectual curiosity in the organizations. Intellectual curiosity is result of looking somebody else doing the task and reason why he doing in that way. Company serves the employee by providing skills and knowledge they need. The most significant step toward Harley learning culture was Awareness Expansion III. One of participant said We re learning from each other, and we re increasing our understanding of our respective business . Successfulness of AEIII leads to establishment of AEIV. AEIV main purpose is to learning from each other. Employee divided into 5 groups and they present on one particular topic. They change knowledge when the presentation was held. Working together in this way, give them a new experience of learning. Based on Lee opinion, AEIV is a huge step of Harley s journey because the group discussion is led and facilitated by themselves, not by professional. Another achievement in AEIV is, they collaborate with MIT-based Organizational Learning Center (OLC). This Research group headed by Peter Senge, he is an organizational theorist and consultant. Peter Senge was the author of The Fifth Discipline book. Rich and Lee had read the book and interest to implement his idea on how to become a successful organization. Senge proposed five disciplines about successful organization, which are: personal mastery, mental models, shared visions, team learning and systems thinking. Senge s sights were aligned with what Harley s doing lately. By working together with OLC, Harley wants to emphasis lifelong learning for all employees. To support this program, Harley provides some formal learning program to its employee. Harley Davidson Leadership Institute Tuition reimbursement programs at Graduate and Undergraduate levels Degree Program with Marquette University Lifelong Learning Centers Motorcycle U Harley Davidson University On creating the learning concepts, they were involving all the stakeholders. Because the root learning concept built based on old Chinese proverb Tell me, Ill forget Show me and I may remember But involve me, and Ill understand To decide specific training and education, management and labor jointly adopt Learning Maps approach developed by Perrysburg. By using this Learning Maps, the employee come up with four topics that they need to learned: our market, the business process, our processes and the money cycle. All these topics are compelled to help every single employee understand the companys critical business issues in the same way. Communication Achievements reached in Communication As stated by Rich and Lee at the beginning of the journey, the umbrella business process was serving to ensure that everybody had the appropriate level of information as defined, to allow them to do their job for the organization. However, the results from two baseline audit surveys on the employees in 1991 broke the leadership s expectation after their more-than-three-year effort on improving the relationships and communications within the organization. Shocked by the feedbacks from a majority of the employees, the leadership recognized the failure on communication and started to find and fix the problems. Aligning with the organizational strategy, transforming the company from command-and-control model to a totally new way based on good communication, Rich and Lee thoroughly abandoned dictating method and broke the assumptions of some senior managers and supervisors on employees perspectives about information and knowledge. Later, they came up with a new approach to improve organiz ational communication by asking the employees what they need to know and trying to meet the needs. Due to the executive of the new approach and the establishment of Harley communications department (which had a risk of setting the communication situation back to the command-and-control era, as worried about by Rich, but truly facilitated the organizational communication and drove the efforts on better communication), the employees curiosity on information in a big picture By design, they owned the big picture. They therefore took responsibility for figuring out which piece of that big picture they would communicate, to whom, and in what form. (Teerlink, 2000) was dramatically raised and information and knowledge finally began to flow efficiently throughout the company and among plants in different locations. Although the achievement Harley obtained on organizational communication still cannot be regarded as a huge success, it did lead to favorable outcome in the organization s coming partnering project. The roots of partnering, as described by Rich and Lee in the book, can be traced back to the crisis in the late 1970s and 1980s.During the hard time, Harley s union leaders and members worked collaboratively with management to save the company. However, once the crisis was gone, the collaborative work began to fade, which was obviously not likely to the company continuous improvement in the new marketing environment. And in the year of 1994, the increasing marketing demand urgently called for an expansion of manufacturing capacity which was not possible to be realized without partnering. Due to the endeavors mainly made by Harley s leadership, Joint Partnership Implementation Committee (JPIC) was founded and Kansas City plant started up as a great outcome of partnering. Factors Leading to Success of Communication According to Thoma