Effects That Poor Airline Customer Service Has Had On Passengers Essay

Abstract The present research explores the issue of poor customer service that airline industry is said to practice with regard to their product and services. The paper examines this issue from the approach of triangulation of the data. It critically analyzes the situation from three perspectives. For the first one is the issue of customer satisfaction in accordance with recent empirical findings. The paper highlights what customer satisfaction empirically means. The next section explores the present operations and services provided by the airline industry from a number of sources. The last section examines and cross-examines the state of customer satisfaction to be found in the present day airline industry operations. At the end of the paper, findings of the research are discussed along with suggestions and recommendation for policy making and airline industry’s operation with relation to customer satisfaction. Introduction   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   With the advent of new technology, extensive human intrusion in the mysterious space, and expedited communication in the twenty-first century, the demands, wants, and needs of the customers are said to be so finely met today as never before. With the state-of-the-art approach to any customer-related segments of today’s business world, it is claimed by the business sector in general that today’s customer is the luckiest one to have had so much ease of choice and liberty of opting from one product to another. This maxim goes from the small gadgets to the massive transaction held across countries. However, analyzing the perspective of the customer may not yield the same level of happiness and satisfaction from the side of the customer in today’s world. Airline business has seen a marvelous boom with the high-tech trend and massive investment throughout the world. As such, it becomes the point of this paper whether today’s airlines are really providing their customers the best of what is available to them. The present paper looks into the issue of the effects that poor airline customer service has had on today’s customer. The present study looks at the issue from a multifaceted approach. It aims to critically analyze the issue from a three dimensional view, that is to say, it extensively reviews current literature on customer-airline area; it goes on to investigate the point of view of the airline business itself and point out the major findings; as well as, the present paper critically analyzes the kinds of effects that the poor airline customer service has to have on the prospective customer. Customer Satisfaction   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Customer satisfaction that a customer derives from a product bears enormous significance for the success or failure of a particular product. A product however technically sound and however economic in terms of use and feasibility cannot be regarded as successful unless and until the customer defines it as satisfactory to their needs and wants. As such, success of a product, we can say, is related to the level of satisfaction that a customer derives from it. Today’s situation, particularly in US business market, is alarming. According to Maier (p. 20, 2002), â€Å"Keeping the customer satisfied no longer is the mantra of American businesses, as studies show a steady decline in customer satisfaction that is projected to continue†. As such, in this section of the paper, the present writer deems it appropriate to critically examine the notion of customer satisfaction; how important is it in today’s business world; and what significance does it hold for the airline customer service? This is important with relation to the understanding of the poor customer service that is reported in today’s airline context. This section is intended to serve as scaffolding or mirror to the later research and findings of our issue of the poor airline customer service. It is important for every firm to offer a bunch of values along with the material product that is the focal point of business to that firm. Only offering the product cannot prove to be successful for a firm’s business. Henceforth, the business firm which has at its disposal superior package of services in the competitive market can certainly win the customer with greater profitability and mounting volume of market reputation. Research has revealed that even most satisfied customer can entertain to defect. According to research while examining the link between customer satisfaction and customer loyalty, it is known that customers, of any product whatsoever, come to feel satisfied with products at different levels and with different degrees of satisfaction. As such, the differential levels of satisfaction of the side of the customer have to give birth to a diverse range of conformity to the product of customer loyalty, â€Å"which in turn result in varying levels of behavioral disposition to patronage with a provider†. What this finding of the logical link suggests is that with regard to a product and customer satisfaction, the range of satisfaction is varied. However, another important point here is that although a customer may be satisfied with a product, they can opt for any other competitor’s product. This suggests that customer satisfaction may not necessarily bear customer loyalty. The point is that a customer opting for another competitor’s product may be allured by the services that the competitor is offering. â€Å"Therefore, firms have to strive to achieve higher levels of satisfaction than their competition by providing superior customer value†. This approach is basic to attaining what is regarded as â€Å"sustainable competitive advantage† (John, p. 07, 2003). Now the point of concern at this stage is that what kinds of business strategies are needed so that a firm can offer a bundle of service to address higher customer satisfaction that other firms in the competition cannot. The primary component here is to have a crystal clear understanding of the competitive market. John (p. 7, 2003) cites Pine and Gilmore who may regard such context of competition as â€Å"experience economy†. It is the very stage or state or level of competition â€Å"where products are quickly commoditized and firms compete on other aspects of the total offering†. According to this very researcher, there are three prime factors that contribute toward the success of higher or superior customer satisfaction oozing out of a product either material or service-related. The first is the employees of the firm that engineer the entire operation of the firm starting from the very scratch and ending it while in the front line interacting with the customer. The other is the processes that are observed by the firm both in the micro and macro level. The last one is the use of technology that the firm undertakes in order to address and meet higher customer satisfaction. All of the above must work in higher order harmony if superior customer satisfaction is needed. And, of the three, the least effective is the adoption of technology alone and depending on the use of technology alone. The author gives its reason. This is that technology can be easily replicated. A firm with required capital can do that. As far as the replication of processes and system goes, it should be noted that these two factors may also be at the disposal of any other competitors because â€Å"processes and systems can be designed appropriately to deliver customer satisfaction, but they can be relatively easily replicated†. However, what is significant in this connection is the attitude that the employees offer. A firm’s employees’ attitude is something that â€Å"less easily replicable† as such there is the entire focus of a competing firm should fall in order to meet superior level of customer satisfaction (John, p. 07, 2003). If we look at the present scenario of the services provided by the present day airline industry, one thing is to be noticed that the airline industry is giving more and more importance to technological advances which are apparent from bottom to top operations of the industry. Whether the airline industry does also offer higher customer satisfaction in connection with their employees’ attitude remains a point of concern which will be explored later in this paper. Before we move on, it is necessary to examine as to what it is that the customers in today’s context want from a product or firm so that they can derive superior level of satisfaction. In keeping with the view of John, (p. 08, 2003), it comes to our notice that there are three basic features which customers look for in order to feel highly satisfied by use of a product which can either be a service or a material product. Convenience is something that can be put on the top of the list. Customers want to be conveniently handled when it comes to opting for a product; they want ease of dealing, interaction, and productivity. Next is the matter of cost. Customers want to buy something as less costly as possible. And the last but not least is the quality of the whole product experience that remains with the customer for a considerably longer period of the former two. At this point in the present research, it has been highlighted as to what is customer satisfaction from the viewpoint of an industry as well as from the perspective of the customer themselves. Now it seems feasible to look at the present state of the airline industry so that a sound critical examination can later be made with relation to our point of examination, that is to say, it will later be explored what effects have been held by poor airline customer services on the customers; what are the causes and reasons for this poor customer service; as well as, how can these factors, causes, and reasons can be appropriately eliminated so that higher customer satisfaction can be obtained. Airline Industry in Today’s Context According to the observation of Dempsey and Goetz (1992), there are few industries that inspire the passion and rigor that the airline industry does. It is due to the cross-border voyages that airlines make letting their passengers feel the romance and allurement of the air-travel which is hardly as forcefully evident in other means of transportation as in the air travel. Henceforth, the airline industry can be viewed as â€Å"the most glamorous of industries† (p. 03). Another reason is the defiance to the law of gravity which â€Å"still gives many travelers sweaty palms on takeoff and landing†. And the highly critical issue with respect to the importance of airline industry is that â€Å"few industries are as â€Å"fundamentally important to the nation’s commerce, communications, and national defense as is aviation† (p. 03). Moreover, the present air travel has become an element of glamour that many people year to attach to. There are exclusive club memberships of entrepreneur power in the industry; celebrity chase of specific kinds of air travel with a bundle of exclusive services and things like that. In addition to the above, â€Å"ticket prices, route patterns, the margin of safety, and the identity of the carriers painted on the fuselages of aircraft on an unprecedented roller-coaster ride† is now a dream voiced in most of advertisement by the airline industry players. However, this very glamorous and alluring picture must be critically viewed with a magnifying-glass like examination so that hidden secrets and fallacies can be brought forward. One such is the poor customer service by the airline industry (Dempsey & Goetz, p. 03-04, 1992). In today’s context of airline services, newer concepts and terms of air travel are emerging by the day which enhances the feeling of a customer to be going for an air travel. Today, global carriers, globalization, and mega carriers are catch words that may allure anyone intending to fly for any purpose. However, these terms remain without precise or definite definitions as do the agenda of customer service that the airline industry has to provide. It is note-worthy that the expanded canvas of airline industry is not something recent; in fact, it all can be chased as farther back as the 1930s. By then, Pan American airline was flaying transatlantic and transpacific; it also had a massive network in Latin America. The same time such carriers as the British and Dutch were expanding their services to (as they were known by then) their colonies at a distant location in Asia and East Indies. Moreover, â€Å"Pan American by the 1950s had a round-the-world service† (O’Connor, pp. 57-59, 1995). In the present context of the twenty-fist century, however, things have taken a different stance in the business world; now market forces and competition is giving way to more and more mergers, amalgamation and business associations which may be seen as an approach toward more globalized airline industry. More foreign investment is coming to such countries as the US. Today, this all looks like so powerful an airline industry as never before. Air travel becomes more and more feasible so the services provided by the airline industry need to be critically examined with due attention so that real picture of this global trend can be taken (O’Connor, pp. 57-59, 1995). Changing Trends in the Twenty-First Century Today, more than ever before, the climate for airline industry is every changing and opting to more and more uncertainty in terms of international scenario with relation to a number of waves flowing over the international scenario. The twenty-first century has experienced huge calamities like the terrorist attacks on the Twin Towers which caused the airline industry to meet a sudden decline. As such uncertainty of business is more apparent today. The entire climate is wrapped in an element of fear which has given rise to issues such as what kinds of customer services do the airlines provide today to both their international and local customers? According to Doganis (2001), in this climate of continuous change and uncertain aura, the coming years for the airline industry will bring more complicated issues and critical problems and serious challenges with them. One more point here is that not only the structures of the airlines will undergo a change, â€Å"but markets too will become more unstable† (p. 211). What is essentially needed of the airlines in such a situation is that they must clearly define their corporate mission with regard to every single aspect of their operations from employees’ attitude to customer service. â€Å"The key issue which needs to be resolved is whether the airline is to be a global network carrier or a niche player† (p. 212). Moreover, the essence of this entire climate of change will put immense pressure on such areas as ticket prices, services provided by the customers, and it will be enhanced by the new entrants who will be carrying more sophisticated business strategies and tactics to destabilize the present market condition. In this very context, the issue of customer satisfaction seems to linger even more loose than every before. There is danger in the coming times that airline products will be commoditized in which the key player will be fare prices only (Doganis, p. 212, 2001). Thus now it is highly important to critically analyze what is happening in the domain of customer services and the experiences that today’s customers are having with regard to the poor customer service. Airline Industry and Customer Service   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   In this section of the paper, the writer highlights the pertinent issues which are regarded as the real cause for poor customer service by the airline sector. This is very significant if a through analysis of the effects is intended to be drawn. By bringing forward the issues of to the forefront attention, it will be easy to reach an empirical analysis. a) An overview Airline industry with regard to the services that are being provided by this very sector, is facing severe criticism from a number of critics from a number of areas of professional and general walks of life. For example, Reed, (usatoday.com, 2008) notes that the â€Å"shoddy service† of the airline is even coming to USA’s big airlines. In addition to this, Ramon A. Avila, professor of marketing and director of Ball State University’s Professional Selling Institute, Muncie, Ind. makes a very clear warning about the poor quality of customer service by airlines: â€Å"When it comes to poor customer service, expect more bad experiences in the airline industry† (Avila, p. 01, 1999). There are heaps and heaps of complaints being logged by the day. If we look at the present situation, it seems that airline sector is degenerating instead of rising for a number of pluses on its credit in the twenty-first century. The things that have become commonplace in today’s airline climate are confusing fares with no predefined schemes or policies; the flights are getting more and more mismanaged; delays of flights are nothing but a routine now hinged on the practices of cancellation without regard of the passengers psychological and other troubles being suffered. Avil also notes that â€Å"Expect rude treatment and expect companies to do the bare minimum because their bottom line is more important than a disappointed customer† (p. 01). The critic also maintains that it seems as if the airline industry is moving toward a fatal end due to so meager performance and stature in the overall picture. To him American airline industry is going to die. The most important point, according to Avil is that â€Å"Good customer service is the keystone to retaining and attracting consumers, and many businesses are missing the point† (p. 01). Although it is important to keep an impartial view of the entire situation, it seems equally important, as of now, whether or not the observations of Avil are up to the mark. For this very reason, a number of different sources will be analyzed to see if poor customer service has really become the norm of today’s airline industry or not. b) Airline industry in context of 9/11 terrorist attacks   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   As according to Russell (2007), â€Å"Airline customer service is notoriously bad†, a very important issue with regard to poor customer services by the airlines to the customers is linked to the more recent wave of global terrorism in which the Twin Towers of World Trade Center were hit nothing but by airplanes. A number of officials blame the poverty of service and operations of the airline industry to this horrible event. However, critically examining the situation reveals something else of the position, particularly of the US airline industry. According to Whalen (p. 33, 2004), although it seems very tempting to attach the poor airline services to the terrorist attacks of 9/11, it is not the case altogether. The author reveals a different picture in this regard. The author states that the prime factors for such poor service by the US airline industry are the â€Å"decades-old legal and labor laws, and the U.S. bankruptcy code [which are] at the core of what is wrong with the airline industry† (p. 33). There is, as such, no other industry in the US which is so much kept on watch. And this really creates a problem. Washington, according to author, is busy in keeping the record of each and every activity taking place everywhere in the airline operations from bottom to top. This includes the airlines, their operational nature, watching of the airports, and so on. The author reminds of the 1991-92 crisis when â€Å"five major carriers [went] through bankruptcy† but the government â€Å"did little to change the basic economics† (p. 33). These rules and regulations are influencing the services and the poor quality of the services is directly related to them. Therefore, in the entire US airline industry seems to have been locked in a known financial cycle of growth and stagnation, which if hereby followed by economic default and bankruptcies. According to the author, this entire situation is directly influencing the customers of the airlines who have to suffer a poor level of services. Moreover, â€Å"Overcapacity exerts downward pressure on ticket prices, generating fares that don’t allow the airlines to cover the cost of providing service, making the average â€Å"private† airline look more like a public utility think of Amtrak with wings† (Whalen, p. 33, 2004). From this very viewpoint, it is very easily noticeable that there is little to go to the credit to such events as the wave of global terrorism but to the policy making and regulation of the US airline industry. According to the context discussed above, one this must be noted that the customers have yet to suffer. It seems that no attention is being paid to this very area which is both disappointing as critical both for the US authorities and the airline runners. Poor Customer Service Examined   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   If we wish to take examples or incidents in which poor airline customer service is intended to be reported, there is no doubt in stating that there are load and loads of such instances that would require tones of paper to be put down and which may not end as the situation continues by the very day. However, to the point of this paper, take the example of the great airline disastrous time of January 2, 1999. It was when a massive snowstorm had his Detroit the afternoon of the day. This virtually gave birth to historical crack downs in the area of customer service. It stranded many airplanes of Northwest Airline on snow-coated taxiways and tarmacs. It was not possible, then, to deplane many of the passengers mounting to more than 7000 who were then returning from New Year’s vacations. Their waiting spanned as long as eleven hours. The available food was insufficient in case of a number of planes; and what is more, many of the planes’ toilets became overflowed. Although the airport had closed, Northwest persisted to hope that the planes would take off; it was all forced in spite of the pleas that the on-site managers of the very company had recorded. This all resulted in what can be regarded as the nightmare of air travel in which the travelers had to let go of even their basic rights (Rosenthal, p. 1857, 2002).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Specifically looking at the canvas of the poor customer service by the airline in this regard purports us to look more closely at the issue. Major areas of customer dissatisfaction in this respect are quoted as of the following. These all examples that follow are caused for the Deregulation act that is the root cause of these and other possible poor customer service in which the customer does not entertain any right even to voice their genuine concerns. Delays and Cancellations of Flights   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   It is the matter of everyday when the customers have to face delays and cancellations of flights for nothing but a number of various reasons. It is possible that in some cases the contract between the airline and the passenger may even be breached. It was the day of August 4th, and the year was 2000, when United Airline’s night-scheduled flight – destined from Washington D.C., to Paris – just stayed in the airport for countless hours only before the airline merely cancelled the en route schedule for â€Å"mechanical reasons†. However, the later published report revealed something that surprised the common and innocent citizens. The reports said that the flight cancellation had nothing to do with any mechanical reason whatsoever. It was actually that the United pilots had just turned down the idea of taking the plane off because Stephen Wolf, former United Chairman was on the flight as a passenger. This single instance is so horrible with regard to a number of passengers who had to suffer only because some people in the cockpit were playing the ego game. What is to be said to Stephen Wolf, who, whatever his past status to the United Airline was, was merely a traveler who really did buy a ticket on the flight. And the passengers were not able to hold any say due to the Deregulation Act. Inattentive Provision of Alcohol   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Inattentive provision of alcohol is also permitted as a service onboard to passengers. This service may be harmful in a number of reasons because of disciplinary actions caused by drunken passengers to the common citizens. In one instance, a flight attendant continued to serve alcohol to a group of inebriated passengers onboard of first-class passengers; afterwards, the drunken person insulted a fellow traveler; it was later to cause great controversy and mayhem because the passenger sued the flight attendant and the airline. However, what about a number of other innocent citizens that were also onboard the plane and could do nothing but suffer the entire scene of drunkenness and insult? The court, as such, plainly ruled the suing passenger for the same reason as the Deregulation Act (Rosenthal, p. 1857, 2002) Lost Baggage and Other Issues   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A couple on the honeymoon trip was on their schedule flight to Anguilla from New York City. The couple lost one of their two suitcases en route. They made repeated phone calls to the airline’s concerned office nothing but to track down their lost bag. All that the representative of the airline did was to repeatedly tell the couple that the airline knew the exact location of the lost bad and that it is just coming along their way. So they asked the couple not to worry. However, this very effective communication by the airline came to a fiasco as the bag was never found. The enraged couple rightly went forward and sued the airline. None the less, a surprise waited to compensate their psychological sufferings, the accused fraud they the airline did with them, and the negligent behavior of the airline. The surprise was that the couple had no remedy and this was just because of the Deregulation Act (Rosenthal, p. 1857, 2002).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Besides these instances and incidents, there are a number of other incidents that can be quoted here. Feltner, in her article â€Å"Airline customer service ratings down, and it show† discusses at length the massive misadventure that the author had to undergo while on board of a flight. So many things happened to the author which are discussed at length. According to the author, â€Å"the Airline Quality Ratings survey showed poorer performances for 16 of 18 U.S. carriers over the year before† and â€Å"J.D. Power and Associates released the results of the 2007 North America Airline Satisfaction Study, which included similar findings† (Feltner, 2008, smartertravel.com). The author goes on to discuss the poor ratings report and lower customer satisfaction rankings. She cites that â€Å"The new report shows customer satisfaction rankings for seven out of nine major airlines, as well as low-cost carriers†¦dropped this year† (Feltner, 2008, smartertravel.com).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   All this mayhem on the part of the airline industry has caused great panic and psychological distress on the part of the customers. Either it is the Deregulation Act of the legitimate law, or competition, or inappropriate rules or labor law, the entire burden is left dangling on the week shoulders of the customer who is already burden with so many other societal, social, and ethical problems. There seems to be no way out with regard to the problems that customers have to undergo on the hands of the airline poor performance and poor customer service. In the next section of the paper, the present writer discusses the requisite measures that need to be taken if poor customer service has to be eliminated or at least has to be reduced to a tolerable level. One such important point is the notion of customer relation management. This specific area and studies in this area are examined in the following section so as to reach a possible ground that leads to a healthier climate in which the ill-struck airline customer can experience better services by the airlines and breathe in fresh air. Poor Customer Service and Customer Relation Management   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   To the present day, what is required to meet higher customer satisfaction in the lucrative business of airline is known as Customer Relation Management or CRM. It was actually in the 1980s that airlines started to introduce frequent-flyer segments of their program in order to enhance the loyalty level of their prospective customers. This trend gave birth to a new approach in marketing known as CRM. In today’s context, CRM programs are used in a number of businesses with focus on customer satisfaction. However, when it comes to the airline industry, it is not very surprising to note that the situation is not very satisfactory here. According to Binggeli et al. a survey was conducted for 17 major airlines around the globe. This very survey disclosed that even the most technologically equipped and sophisticated of the airlines â€Å"have only a rudimentary understanding of who their most valuable customers are or could be, which factors affect the behavior of these customers, and which CRM levers are most effective in ensuring loyalty† (p. 06, 2002). What in subsistence was being practiced was that airlines lagged behind best practices in CRM due to the fact that they were merely self-satisfied; they, as such, gave little importance to systems which were not functional and which were non-critical; or they did not worry about grasping financial implications of getting matters in the right place. â€Å"The result: today. Airlines [sic] know only marginally more about the people who fly on their planes than they did ten years ago† (Binggeli et al, p. 06, 2002).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   According to the researchers, today, more than ever before, the airlines need to make an urgent approach toward effective implication of the CRM approach if they really want to make a difference. This is fairly for the reason that if an airline adopts the CRM approach, there is empirical evidence that such an airline can easily increase its revenue by as high as 2.4 percent growing by every coming year, â€Å"representing a bottom-line annual impact of $100 million to $250 million for a large carrier† (Binggeli et al, p. 06, 2002).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   In the present scenario, most of the working airlines do not have sufficient feasible conditions and lack systems and other processes that are required to implement a CRM program and therefore they do not have absolute or reliable data on their customers. For example, though airlines have contact with their customers through a number of channels, such as the Internet, customer service desks, airports, and airplanes, what is simply the matter, data on these sites are not collected with a consistent pursuit or are not accurate at any of these points of customer-interaction activity. (Binggeli et al, p. 06, 2002).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Most of the airlines cannot recognize their most precious customers, â€Å"because their frequent-flyer programs are little more than general-ledger systems that track accrued and spent miles. Although a general correlation does exist between the tiers of a frequent-flyer program and the value of the customers enrolled in them (meaning that in most cases a frequent flyer in the elite category is the most profitable kind of customer), further analysis can prove illuminating† (Binggeli et al, p. 06, 2002). It must be noted in the same connection that different customers within the very tier usually hold widely differential degrees of value to different airlines, additionally, a small but noteworthy number of customers in the category of lower tiers. In this example, we can take the regular customers who let go of full fare out of their pockets. Such passengers can carry great value for the airline as compared to those customers who travel in the upper ones. (Binggeli et al, p. 06, 2002). One more critical problem is the reality that they scarcely know how much money their customers let go of with their competitors in the very market. For example, it is possible that a customer who travels by airline A, may also extensively travel by airline B, and â€Å"would thus be a more fruitful target for marketing than its own frequent travelers† (Binggeli et al, p. 06, 2002). Thus what is required in the overall picture to meet greater customer satisfaction is CRM approach which not only has to yield great profitability conditions and enhanced market reputation for an airline, it also goes a long way on the continuum of customer satisfaction that can definitely satisfy today’s aggrieved and frustrated customer. The Experience of Singapore International Airlines   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   One airline that has surprised the critics of airline customer focus is the Singapore International Airlines. According to Smith (customerservicezone.com, 2008) Singapore International Airlines (SIA) is â€Å"so superior that it leaves other carriers in its vapor trails†. The very point that the author makes here is that the entire success story of the SIA is that â€Å"It places the needs of passengers first, and offers services above and beyond the ordinary†. With this airline, even the experience in the economy class is something that a traveler forgets hard. It is simply a remark that all classes seem to enjoy benefits with equal share of customer satisfaction. â€Å"One of the primary reasons Singapore Airlines provides superior service is because they only hire people that enjoy a service role–enjoy serving others† (Smith, 2008). Thus the example of SIA should be an eye-opener for other airlines too. Conclusion In conclusion, it can be fairly stated that there a number of complex matters which give birth to poor customer service by most of the present day airlines both public and private. If customer satisfaction means superior services on the part of airlines, it can be openly calimed that most of the airlines both local and global fail to meet this criterion. Although it is a right remark to suggest that much of this is credited to the regulations and rules that a government (in this case USA and the Deregulation Act along with decades-long labor laws, for insatnce) holds, it is not right to suggest that only government rules and regulations are solely responsible for a number of dissatisfactory segments of poor customer service by the airlines.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A number of airlines do not practice such important approaches as CRM due to a number of reasons. Whatever they want, one thing empirically becomes clear that today’s customers continue to suffer on the hands of the airlines. Moreover, as quoted above, the suffering customers do not find a proper channel to voice their concerns with relation to massive frustration caused by airlines. Today, â€Å"little attention is being paid to the effect poor internal customer service has on overall customer satisfaction† which is a real problem (Harrison, n.d. principledprofit.com).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Now according to my personal analysis of the entire situation, the poor customer service can only be reduced to an acceptable level only if three-dimensional approach is adopted. On this triangle first come the government that need to make policies that support the customers as the most important part of any airlines related rules and regulations. Next corner of this triangle is the airlines themselves that need to make sure that their customers do not feel that their services are still poor. For this very issue they need to look more closely at the area of customer contact and gather as many data as possible and sort them out in a technically sound manner so that they can be used to make sound empirical investigations. The last corner of this triangle is the customer themselves and airlines need â€Å"information about prospective new customers† (Hagel and Rayport, p. 3, 2002), for successful operations. Unless and until the customers are not considered an integral part of any policy and regulation, no better improvement toward the present meager state of poor customer service can be carved on the canvas of airline business. For this reason the customers must be involved in the process of change and alterations of any kinds. References    Avila, A. R. (August, 1999) Customer service is bad-and getting worse! USA Today. (128) 2651. Page Number: 10. COPYRIGHT 1999 Society for the Advancement of Education; COPYRIGHT 2004 Gale Group Binggeli, U., Gupta, S., & Poomes, C. D. (2002).CRM in the air. The McKinsey Quarterly. Page Number: 6+. COPYRIGHT 2002 McKinsey & Company, Inc.; COPYRIGHT 2002 Gale Group. Dempsey, P. S., & Goetz, A. R. (1992). Airline deregulation and Laissez-faire mythology. Westport, CT.: Quorum Books, pp. 05-30. Doganis, R. (2001). The airline business in the twenty-first century. London: Routledge. pp. 200-225. Feltner, M. (2008). Airline customer service ratings down, and it shows. Retrieved on February 29th, 2008, from: http://www.smartertravel.com/blogs/today-in-travel/airline-customer-service-ratings-down-and-it-shows.html?id=2382874 Hagel III, J., Rayport, J. F. (2002). The coming battle for customer information. The McKinsey Quarterly. Issue: 3. Page Number: 64+. McKinsey & Company, Inc.; COPYRIGHT 2002 Gale Group Harrison, C. (n.d.) Turning customer service inside out! How poor Internal customer service affects external customers. Retrieved on February 29th, 2008, from: http://www.principledprofit.com/internal-customer-service.html John, J. (2003). Fundamentals of customer-focused management: competing through service. Westport, CT.: Praeger. pp. 05-30. Lindsey Russell (March, 2007). Surviving Airline Customer Service How to Cope with a Flawed System. Retrieved on February 29th, 2008, from: http://www.associatedcontent.com/article/166932/surviving_airline_customer_service.html Maier, T. W. (2002). Customer service is an oxymoron. Insight on the News (17) 1. Publication Date: January 1, 2001. Page Number: 20. COPYRIGHT 2001 News World Communications, Inc.; COPYRIGHT 2002 Gale Group. O’Connor, W. E. (1995). An introduction to airline economics. Westport, CT.: Praeger, pp. 25-65. Reed, D. (2008). Airlines may never fly right on customer service, experts warn. Retrieved on February 29th, 2008, from: http://www.usatoday.com/money/industries/travel/2007-10-16-bad-airline-service_N.htm Rosenthal, D. H. (2002). Legal turbulence: the courts’s [sic.] misconstrual of the airline deregulation act’s Preemption Clause and the effect on passengers’ rights. Duke Law Journal (51) 6. Publication Year: 2002. Page Number: 1857+. COPYRIGHT 2002 Duke University, School of Law; COPYRIGHT 2002 Gale Group Smith, G. P. (2008). Secrets of superior customer service: Singapore International Airlines. Retrieved on February 29th, 2008, from: http://customerservicezone.com/cgi-bin/links/jump.cgi?ID=5769 Whalen, C. (March, 2004). The plane truth about airline woes; it’s not fallout from the 9/11 attacks that is causing the airline industry to crash, aviation experts contend but government overregulation and loose bankruptcy laws. Insight on the News. Page Number: 33. COPYRIGHT 2004 News World Communications, Inc.; COPYRIGHT 2004 Gale Group

Why the IR happened in the 1800

The chapter I am going to review is from the book â€Å"A farewell to Alms†. It discusses the divide between rich and poor nations that came about as a result of the Industrial Revolution in terms of the evolution of particular behaviors originating in Britain. Prior to 1790 man faced a Malthusian trap: new technology enabled greater productivity and more food, but was quickly gobbled up by higher populations.And the the author of this book that had mixed reviews but evaluated the book as well written and interesting is Gregory Clark a professor of economics and department hair until 2013 at the University of California The Industrial Revolution, the escape from the Malthusian trap, was a great breakthrough in human history that in many ways (higher standards of living, housing, population increase and so on) forever changed the lifestyles of millions of people. So far no one has fgured out why the Industrial Revolution was delayed until around the 1800.Even though there are m any different theories trying to solve the puzzle of the Industrial Revolution all of them face some problems and Gregory Clark tells us about the main theories and gives us is reasoning as to why explaining the Industrial Revolution is an almost impossible challenge. Since the industrial boom had such a huge impact on humanity I believe that the problem Clark is mentioning is highly important because complete knowledge of how it all began may trigger a new wave of modernizations and different transitions.Even though I don't agree with everything Clark says (more on that later) it is amazing how much effort he put in his book considering that he spent 20 years scanning medieval English archives to give us his ideas on the troublesome uestion my essay is about. His opinions are well argumented and even if it is hard to agree with some of them it is even harder to constructively disagree.In my essay I will give you a brief summary of what Clark writes about and then carefully analyze it to give my personal opinion on the topic of why the Industrial Revolution happened so late even though there were economically stable countries much earlier such as ancient Babylonia and Greece As I already said, the article IVe read has some interesting points that are well rgumented and wisely asked questions like â€Å"What was different about all preindustrial societies that generated such low and faltering rates of efficiency growth?What change to such a stable nongrowth configuration generated the Industrial Revolution? † Clarks book adopts the view that the Industrial Revolution emerged only a millennia after the arrival of institutionally stable economies in societies because institutions themselves interacted with the changed human culture. Malthusian pressures rewarded effort and fertility limitations which facilitated modern economic growth. Clark states that all the theories offered by historians fall in to 3 major groups: Exogenous Growth Theories, Multiple Eq uilibrium Theories, Endogenous Growth Theories.Exogenous Growth theories attempts to explain long-run economic growth by looking at productivity, capital accumulation, population growth, and technological progress. However Clark says two considerations suggest that these theories face almost insurmountable problems. First of all there is no sign of any improvement in the appropriability of knowledge until long after the Industrial Revolution was well nder way. Secondly there is no evidence that in the long run institutions can be a dertermining factor in the operation of economies.The Multiple Equilibrium theories is a class of theories in which families switch from an equilibrium under which everyone has large numbers of children ( all the children get invested little time in) to one under which families have a small number of children ( all of the children get lots of attention). Endogenous growth theories holds that economic growth is primarily the result of ndogenous and not ext ernal forces. Endogenous growth theory holds that investment in human capital, innovation, and knowledge are significantcontributors to economic growth.The theory also focuses on positive externalities and spillover effects of a knowledge-based economy which will lead to economic development. Lots if economists now think that efficient institutions promote economic growth. Well-defined property rights, freedom from expropriation, unimpeded markets, and minimal government are a common recipe for success. Clark opposing to lots of istorians does not agree that institutions are an explanation of economic growth. Clark questions the role of institutions a lot of times in his work.He is enthusiastic about the argument that inefficient institutions cannot persist for long because everyone could gain from reforming them. Slavery and serfdom are his examples: if these institutions were inefficient then the slaves and serfs should have been able to buy out Institutionalists would respond (ac cording to Clark) that a deal would be impractical, for the former slave owners could not collect their 'emancipation ayments' after abolition. Only a forceful change in property rights would end serfdom or slavery.Clarks riposte to this is that slavery in the Roman empire and serfdom in medieval England, in fact, disappeared without a social struggle. So history shows that institutions respond to market forces and do not constrain them. Hence, according to Clark, bad institutions cannot explain poor economic performance. The trouble with Clarks riposte is that his counterexamples do not make his point. Slavery in the Roman empire â€Å"ended† in the second century. Previously, it had been a brutal system of extreme work, draconian punishments, and no family life.

Businesses and Jobs in Saudi Arabia Essay Example | Topics and Well Written Essays - 750 words

Businesses and Jobs in Saudi Arabia - Essay Example Businesses in Saudi Arabia According to the annual â€Å"Doing Business† report (Reuters) issued by the International Finance Corporation (IFC)-World Bank for 2010, the kingdom of Saudi Arabia was listed as the world’s 13th most economically competitive country. In addition, as per the Reuters report, the country has been considered as a potential region for business operations in the Arab World and the entire Middle East (Reuters). â€Å"Saudi Arabian companies dominate 2009’s â€Å"MEED 100†, with companies listed on the Tadawul accounting for 29 out of the region’s 100 biggest publicly quoted companies ranked by market capitalization† (Economy of Saudi Arabia). While analyzing the major business sectors of Saudi Arabia, the petroleum production, natural gas, chemicals, cement, fertilizer, plastics, and construction are the major industrial segments of the country. Among this, petroleum industry provides large scale business opportunities in the country. As Alyousef and Abu-ebid point out, statistical data show that Saudi Arabian petroleum sector accounts for nearly 55% of the GDP, 90% of export revenues, and 45% of budget earnings. In addition, private sector represents roughly 40% of the GDP. As of 2002, over 95% of the Kingdom’s oil business was initiated by the parastatal giant Saudi Aramco on behalf of the country’s government. ... As per the Saudi Gazette, the country’s exports of chemical products increased from $10.8 million in 2005 to $16.2 million in 2008 (Saudi Gazette). For more details on the KSA’s international trade see figure 11. The above diagram indicates Saudi Arabia’s international trade over the last few years. The graph clearly indicates that value of Saudi Arabia’s total exports is always less than that of the country’s total imports. The country’s business sector has been showing greater improvements since Saudi Arabia became the member of WTO in 2005. Oil and petroleum industries have a significant influence on the country’s international trade. According to the information released by the International Trade Center, Saudi Arabia’s total exports represented $213.4 billion in 2010. With 17.2% of the Kingdom’s exports, United States is ranked as the country’s biggest exporter partner. Saudi Arabia has significant trade relat ionship with countries like Japan, South Korea, and Taiwan also. Jobs in Saudi Arabia Historically, the Kingdom of Saudi Arabia provides extensive employment opportunities to the country’s citizens and immigrants. Statistical data indicate that KSA economy is currently employing nearly five and a half million foreign workers. It seems that the KSA government encourages the country’s private sector growth with intent to meet the employment needs of swelling Saudi population. However, the economic downturn in 2009 led to unemployment hike in the Saudi Arabia. In order to overcome the adverse impacts of the economic downturn, the KSA government adopted a new employment strategy in 2009. However, recent reports indicate that the company is gradually improving its

Development of Rural Economy Thesis Example | Topics and Well Written Essays - 8250 words

Development of Rural Economy - Thesis Example Economic growth is believed to be evenly distributed when it helps both the rural and urban areas of a country. In this, the economy of USA is taken as model for development that could be used by Australia and Iraq to develop their rural side. It is believed that although Australia and Iraq are among the richest nations of the world but they have failed to develop their rural areas and there is large disparity of income and standard of living between people of rural and urban areas. The paper does not only talk about economic issues related to the lack of growth of rural areas in the countries mentioned above but also talks about the social issues and social changes that are needed to be imposed by the governments of respective nations in their search of achieving balanced economic growth. This paper has also suggested a new theory of rural vs. urban trade-off to explain how investment could result in growing both the rural and urban areas of any economy. Economic growth is a field of Development Economics that shows the growth in GDP or annual out of a economy over a period of time which is usually taken as a year. An economy is said to be growing if the output in the current year is greater than the previous year. For example, if the GDP in current is $120, whereas in the previous year it was $100, then one can safely that the economy is growing by 20%. Economists usually prefer diffused growth in the economy rather regional growth. The reason behind this is that region growth leads to disparity between different region of a country and can lead to urbanization and problems that coincide with it. Economic growth is usually brought about by following factors or by the following conditions: Output is growing: This implies that output in the current year should be greater than the output produced in the previous year. Output should be greater than inflation and population growth: Some times price increases also tend to move up the value of output. However, any value increase of GDP due to inflation is not considered as an economic growth of a country. Economic growth occurs when there is physical increase in the quantity of goods and this increase should also be greater than increase in population growth for an economy to grow. United States of America meets these conditions better than Iraq and Australia and that is why American economy has grown so much relative to these economies. Labor Productivity increases: If Labor productivity increase, they will be able to produce more output in the given production hours. This will result in economic growth of an economy and the United States of America is a prime example of this. Investment in Capital Goods: More capital means that the economy

Teaching Prejudice Reduction in High School Students, School and the Research Paper

Teaching Prejudice Reduction in High School Students, School and the Community - Research Paper Example Gordon Allport identified prejudice as a feeling, positive or harsh, towards an individual or thing, prior to, or not derived from, real experience (Allport 2). This paper will research on ways one would go about teaching prejudice reduction in high school students, school and community. Prejudicial beliefs and attitudes challenge values of social justice in a moderate democracy. Prejudice in learning institutions is troubling because they are public areas in which learners study to construct and negotiate knowledge of disparities. When prejudicial attitudes go uninspected in learning institutions, students are not granted the chance to disassemble prejudicial knowledge (Bandura 34). The effect of prejudicial actions on students is broad, extending from lower school performance to deprived mental and physical health. For instance, recent research illustrated that the Asian Pacific American learners encounter prejudicial attitudes regarding expectations of high academic achievement. A single Asian Pacific American student is anticipated to shine in academics based upon combined group data in spite of his or her individual abilities or needs (Cohen 56). These prejudices coalesce with family prospects bring out high levels of stress among learners. As a result, some Asian Pacific American scholars report serious misery and suicidal feelings than their European and American counterparts. The lessening of prejudice is essential for vigorous and equitable learning surroundings that promote a student’s physical, academic and mental health (Cohen 56). Creating awareness of the effects of prejudice to high schools students, schools and the community at large is a vital key of reducing prejudice. This is because as students observe alternate stories of different groups, they start the deconstruction of hegemonic typical stories that effect social disparity. For instance, rather than having monolingual voice in subjects like history, learners are capable of listeni ng to several voices that explain the history from a variety of views. Learners develop the skill to evaluate discrepancies that exist to effect inequalities by studying several views of history. Transformative information becomes a possible source for exceptional change by enlightening and communicating the variations between the democratic principles in a society plus its practices. The transformation of information entails raising diverse queries and reexamining what is the official information. The official information explains the attitude of typical stories to the status of being natural, normal or truth. Because official information is often effected by a school’s program, a critical assessment of the curriculum is a vital aspect of multicultural education. This assessment is essential for students to deconstruct prejudicial information and establish an appreciation of diverse cultures. The mass media play a pivotal responsibility in enlightening the reduction of preju dice in the society. The mass media assists in enlightening the society about the effects of prejudice. Educators can also assist students to study the way in which diverse social groups are exposed in mass media. Recent research has found that, though, the media often promotes the growth of prejudicial attitudes because it occasionally gives a wider understanding of different perspectives. Finally, prejudiced actions like tracking should be expelled as a means of reducing prejudice (Cortes 125). Researchers have called for awareness

Global Warming Research Paper Example | Topics and Well Written Essays - 750 words - 2

Global Warming - Research Paper Example Increased temperature creates rapid and irreversible changes on both terrestrial and aquatic habitats. Terrestrial habitats subjected to a higher temperature become drier and can no longer sustain life. Such loss of habitat affects animals and can be a precursor for extinction of some species. As temperature increases, the habitat ranges of most species shifts. The shift is healthy for these animals as it creates range reduction forcing the animals into less hospitable habitat or increased competition. The change is stressful to the animals. Some species are affected and have nowhere to go because they are forced to reach their upper limit of habitat. Habitat displacement and alteration favors only the animals that can adapt to these changes (UNEP 13). Increased temperatures affect wetland habitats. Wetlands are important habitat for fish and other aquatic animal and also serve as breeding grounds for many waterfowl. Increase in global temperature will mean a permanently drier and warmer future. Such changes will result in increased habitat destruction as the animals will have no place to live or to breed. The arctic habitats are the most affected by increasing temperatures. The ice sheet are melting, and glaciers are reducing. Animals such as the polar bears that live in these habitats are affected. Ocean acidification due to climate change result in bleaching of the coral reefs that are among the habitats with the highest biodiversity (Chen-Tung 312). Habitat destruction and alteration affects wildlife because climate change rapidly changes these ecosystems. Global warming is an example of climate change effects that along with habitat destruction and pollution can result in increased extinction rates of animals and other related species. Climate change affects both the biology and ecology of most animals. It changes the availability of resources necessary for the animals to survive. With the lack of food, water, and space, it is difficult for a

Solectrica car as a New Product Development Essay

Solectrica car as a New Product Development - Essay Example The market industry is indicated by a well-documented five forces analysis that well states the position of the company. The marketing development is described by the marketing mix policies that define the segmentation of the car. This leads to the required launch of the car in the effective UK and EU market. Solectrica car is a new brand of cars from Pessan Motors Ltd. This is a car that develops sufficient use of energy as different governments strive to reduce the rates of pollution to the environment. Industrialized countries have increasingly polluted the environment and with time, there is bound to be less sustainability to the environmental issues that are coming up (FÄ ±rat, 2013). There has therefore been a constant call to shift to energy saving machines especially the machines that are continuously done. Factual information shows that a single car generates half a ton of carbon dioxide within a very short time span. It is also estimated that there are 500 million cars in the world. The number is bound to double to more than a billion by 2030. This also means double pollution. There is rampant knowledge about use of environmentally friendly cars in the UK and therefore sensitization about the need to generate this type of car to capture this rapidly growing market. Solectrica cars are supposed to aim for this high reduction and there is even hope that some governments will effectively create regulations that will reduce manufacture of cars that are either using solar power or electric energy.  

Issues in Palliative Care Nursing Research Proposal

Issues in Palliative Care Nursing - Research Proposal Example However, majority of the nurses have insufficient training in communication skills, and, thus, conveying bad news has been a great issue in palliative care nursing. Research has indicated that poor communication skills may make the nurse frustrated or cause burnout. At other times, the nurses may be faced with an ethical dilemma such as euthanasia, and fail to come up with a proper decision. This is because most of them know nothing about moral sensitivity. A nurse who lacks moral sensitivity cannot use moral components or elements such as honesty and fidelity to make a proper ethical decision about a particular situation. Just like poor communication skills, inability to deal with an ethical dilemma can cause burnout and/or make the nurse frustrated. Thus, both ethical dilemmas and communication skills are key issues that can affect the quality of palliative care offered by the nurse. How the Problem Was Identified Palliative care is given to patients who are in the process of dying . These patients usually suffer from terminal diseases (diseases that have no cure or treatment). Dealing with these patients and their families is a big problem for the nurses especially if they have poor communication skills and cannot solve an ethical dilemma. ... Therefore, it becomes an issue if the nurse cannot offer holistic support to the patients. Research has indicated that communications skills and ethical dilemmas are issues in palliative care nursing. Brief Overview of Why It Is a Problem in Nursing As stated before, the quality of the patient and the nurse relationship has a direct effect on the quality of care provided. If the relationship is compromised by poor communication skills and inability to deal with ethical dilemmas, then, the quality of the care given will be low based on the severity of the compromise. Good communication skills and the ability to deal with ethical dilemmas are important because the opposite may adversely affect the holistic well-being of the patient and their families. Nurses are also affected in that they can get frustrated when they are unable to communicate well and deal with ethical dilemmas. Burnout can also occur if the nurse is unable to deal with these issues. Literature Review The purpose of pa lliative care is to enhance the quality of life and being supportive through the management and control of the patient’s symptoms to attain the best quality of life for the patients and their families. In such a case, death should not be hastened or postponed (Hughes, Bakos, O’Mara, and Kovner, 2005). The quality of the nurse and client relationship has a direct impact on the quality of care offered, and thus, important for effective nursing practice (McWilliam, Oudshoorn, and Ward-Griffin, 2007). Communication skills are significant in effective or successful delivery of palliative care. Much emphasis has been put on physician communication and this has brought a number of issues. Less emphasis has been put on communication as an important skill for the nurses. It is important to

Responses Essay Example | Topics and Well Written Essays - 750 words

Responses - Essay Example This situation appears to have persisted for at least three years and the principal responded by encouraging the School Board’s dismissal of the teacher. An appeal to the State Secretary by the teacher was unsuccessful. According to Virginia Code SS 23-38 118, Miscellaneous Personnel Matters, the teacher’s tenure, promotions appointments are entirely up to the school. (Virginia Code ss 23-38, 118) In other words, the institution in which the educator is employed can determined for itself if the teacher is up â€Å"merit and fitness†. (Virginia Code ss 23-38, 118) Moreover, the teacher does not have a constitutionally protected right to employment as a teacher in the elementary school from which he was dismissed. In order to successfully appeal the decision or to take it to court the teacher is required under the Virginia State Code, to prove that the decision to dismiss him originated from an error, or that the discretion exercised by the principal and the authoritative bodies that supported the principal’s decision was an abuse of discretion, or that a civil right was contravened. Assuming that the only complained of was the right to teach, the elementary school teacher will fail on that ground since there is no constitutionally protected right to teach in a particular school. As for the finding of error, the teacher will have a difficult time substantiating this claim since the principal and assistant principal both observed the teacher ignoring the school’s curriculum. Moreover, the teacher was accused of making inappropriate comments to his pupils and when confronted he did not deny making them. It was therefore incumbent upon the principle to take some action, particularly if the comments continued. It is also highly unlikely that the teacher will be able to substantiate a claim that the principle of the school authorities abused their

Criminal Punishment Program Research Paper Example | Topics and Well Written Essays - 2250 words

Criminal Punishment Program - Research Paper Example In June 1972, Furman v. Georgia reduced the support for death penalty, when the Supreme Court held capital punishment to be unconstitutional and voided 40 death penalty statutes. Several more rulings questioned the constitutionality of capital punishment, though many states continue the program. This paper discusses the history and outcomes of death penalty in the U.S. It also uses applicable criminological theories that help explain the different results of capital punishment programs. Despite scholarly evidence and arguments that showed that death penalty does not deter the incidence of violent crimes, majority of Americans continue to support it and other studies prove its deterrence. History of Death Penalty in the United States The first death penalty laws can be dated to eighteenth century B.C. in the Code of King Hammurabi of Babylon, which applied the death penalty for twenty-five kinds of crimes. Britain influenced American death penalty because the English brought this prog ram with them to the New World. The first person who was executed through capital punishment was Captain George Kendall in the Jamestown colony of Virginia in 1608 (DPIC, 2013). Kendall was put to death for being a spy for Spain. The abolition movement for death penalty began during the colonial times too. Montesquieu, Voltaire and Bentham wrote against it, although the most prominent opposition came from Cesare Beccaria’s 1767 essay, On Crimes and Punishment (DPIC, 2013). Beccaria argued that no one can justify the state’s execution of human lives. Throughout the nineteenth century, death penalty witnessed different reforms, aside from abolition in some states. Instead of being applied in all crimes, for instance, it was applied to capital crimes in a number of states. After the Civil War, new means of execution developed. The electric chair was developed and used at the end of the nineteenth century. New York made its first electric chair, which was first used on Wil liam Kemmler (DPIC, 2013). Other states followed this technology. The early and middle twentieth century witnessed the ups and downs of the capital punishment program. From 1907 to 1917, six states banned the death penalty, while three reduced it to cases concerning treason and first degree murder of a law enforcement official (DPIC, 2013). These reforms were cut short because of the Russian Revolution and World War I, where five of the six abolitionist states reapplied death penalty in 1920. The 1960s and the 1970s tested the constitutionality of the capital punishment program. In 1958, the Supreme Court ruled in Trop v. Dulles (356 U.S. 86) that the Eighth Amendment embodied an â€Å"evolving standard of decency that marked the progress of a maturing society† (DPIC, 2013). In 1972, Furman v. Georgia, Jackson v. Georgia, and Branch v. Texas led to the Supreme Court asserting that death penalty is arbitrary. In Furman, the Supreme Court created the standard that a punishment would be â€Å"cruel and unusual,† if it was too severe for the crime, if it was capricious, if it offended society's sense of justice, or it if was not more effective than a less harsh penalty (DPIC, 2013). At present, the United States numbers of death sentences are gradually falling from 300 in 1998 to 106 in 2009 (DPIC, 2013). Though execution rates are declining, Gallup poll shows that the majority of Americans continue to favor capital punishment. In its 2012 survey, 63% of those surveyed supported death penalty

Explain why the open war Essay Example for Free

Explain why the open war Essay World War 1 had begun in August with both sides certain that their sudden attacks with cavalry and infantry would create a war of rapid movement, which would bring them a swift victory. The ending of this possibility and build up towards a stationary war of fixed entrenchment was not only due to the failure of the Schlieffen Plan and Plan XVII, but the problems in communications, problems faced through tactics and strategies and the role of the commanders throughout the planning and progression of the war. The possibility of further outflanking movements was gone. The initially hastily constructed trenches of the allied forcers took on a more permanent look as two massive armies consisting of over 4 million men faced each other over 800 kilometres of continuous trench lines from the coast of Belgium to the Swiss border. For the next four years, the rival commanders struggled and blundered in an attempt to find a way to break the stalemate, which had emerged by the end of 1914. In order to break the stalemate there were two major offensives remembered from 1916, which both failed but were attempts none the less. Both sides had become aware that it was easier to hold a defensive position than it was to launch an offensive. However, this did not stop them, launching repeated disastrous offensives, relying on weight of men, artillery and supplies to crumble the opposition through attrition and each side endeavored to weaken the other. The generals decided only a big push would be able to break through the enemy lines and restart the war of rapid movement. This was not achieved until the attrition of 1915-18 finally weakened the German lines in mid-1918. The Schlieffen Plan, originally devised by Alfred von Schlieffen, the then German Army Chief of Staff, in 1905, was the German Plan which would they would implement to avoid a war on two fronts. Schlieffen argued that France had to be defeated as soon as possible in the event of a great European War. If that were to happen, Schlieffen realised that Russia and France would be unwilling to continue fighting. In addition, Schlieffen estimated that it would take Russia six weeks to mobilise her forces in preparation for war against them. Thus, he reasoned that Germany would have six weeks in which to defeat France and surrender. On August 2nd 1914 the Schlieffen Plan was put into effect and the German Army began its advance upon France through Belgium. The delicate plan was upset with the early arrival of the British Expeditionary Force under Sir John French, significant resistance by the Belgian Army, resistance of the Belgians and the early arrival of Russian Forces. The German implementations and strategies relied too heavily on the Schlieffen Plan itself. The plan greatly depended on speed and movement, the strict deadline of 42 days was impractical, this unreasonable goal was pushed further away from the Germans. General von Moltke did not follow through the original Schlieffen Plan; instead, he had shifted the numbers of the planned armies and therefore altered the balance for the plan to work. All these events led up to the Battle of the Marne, the first major battle on the Western Front. The French Allied victory at this battle marked the failure of the Schlieffen Plan, and the death of any German hope for a quick decisive victory. The German forces were not only to blame for the reason of stationary war during 1914, the problems with the French Plan XVII also contributed to the fact.

Relationship Between Organization, Structure and Culture

Relationship Between Organization, Structure and Culture Preface Our assignment is related to the subject Organization and Behavior. We collected information from various sources which includes internet, books, and class notes and by interviewing different departments of Mobilink GSM. We were rejected several times by the organization but still completing this assignment was interesting and was full of experience. We hope our work will be appreciated. Outcome 1st: Task for P1: Organization defined: Working through specific setup is called as organization. Organizational structure: In organizational structure we arrange people into groups and different departments. Organizational structure provides the pathway for the system of coverage that drives a business, dividing it into areas or departments that are responsible for certain aspects of the organizations purpose. An organization divides jobs among employees to achieve their goals more efficiently. There are different key factors which will help us to create an organization structure .we will discuss them below Work specialization: When an individual perform certain job several time on daily bases, that individual get habitual to that specific task and become experienced by doing that task again and again, this is called as work specialization. Advantages: Through work specialization level of efficiency increases in employees. Disadvantages: Employees can become bore by doing same task again and again. Lack of interest might increase by doing same task again and again. Departmentalization: Departmentalization is the combination of four departments operating department, marketing department, HRM department and finance department. This is the process of performing different tasks, advertising products, managing resources (hiring employees, machinery etc) for different tasks and providing budgets for performing different of different departments. Functional departmentalization Product departmentalization Geographic departmentalization Process departmentalization Customer departmentalization Functional departmentalization: In functional departmentalization peoples are grouped together according to the work they specialize. Groups of people then perform similar tasks and uses similar materials. Groups are then further divided into sub departments. Advantages: Efficiency of employees increases by doing same work again and again. Hiring/firing and training of employees gets easier. Each department will be responsible for their tasks. Disadvantages: In this structure communication, coordination is poor and accountability becomes difficult in this structure. http://static.flatworldknowledge.com/sites/all/files/imagecache/book/27984/fwk-collins-fig06_008.jpg (htt) (Figure showing functional departmentalization) Product departmentalization: In product departmentalization work is grouped on the basis of manufactured goods they produce. Example Nestle corporation uses product departmentalization technique for their wide range of products. Nestle produces different products like Nestle food, Nestle Beverages, Nestle Baby care products etc is controlled by executives who have full responsibility for their products. http://www.emeraldinsight.com/content_images/fig/3300080301004.png (htt1) (Figure showing product departmentalization) Geographic departmentalization: In this type of structure departmentalization occurs on the basis of region, area. Example Standard Chartered Bank has their branches almost in every city of Pakistan. Like head department of Standard Chartered Bank is in Karachi and their branches are spread over all other cities of Pakistan. Advantages: Services can be easily available for employees. Employees satisfaction increases by providing them services in every city. Service of one department in one city can be different from another department in another city. This might create some problems. Duplication of resources by having lots of managers and staff. Lack of communication with head office is the disadvantages. Process departmentalization: In process departmentalization department are organize to perform particular job. The members of staff are grouped together to concentrate on specific job. In process departmentalization specialization increases because worker has to focus on single task. Example: Making Passport, ID Card etc. Chain of command: A chain of command set up the line of authority within the organization. It helps employee that to whom they will be responsible. Its starting with the board of directors and extended down through the various level in hierarchy to the point where basic function of the organization carried out. Centralization: Centralization is a procedure where top managers take decision; in centralization authority and power remain with high-class managers. Lower level employee are not considerable that much important. Decentralization: Decentralization is the reciprocal of centralization. Here planning and decision-making are distributed among employees. Decentralization has several benefits compare to centralization Employees get motivated by involving them in decision making Decision making get faster. coordination improve through organization Matrix structure: Matrix structure is combination of several different designs want to combine their benefits and avoid there drawbacks. Employees have to responsible for two bases. Organizational Culture: Definition: A specific system of running, controlling which represents and distinguishes an organization from another organization OR Physical image of an organization that is values, understanding, attitude, norms of an organization Characteristics of organization culture: Organizational culture plays major role in the development of an organization. Its gives distinct value to organization, it smoothen path for innovation and risk taking, it provides stability to organization. Some more characteristics of organization structure are explained below. Dominant value: As the name indicates dominant values are specific qualities of a person or an organization. Major values of an organization or person are called as dominant value. Rules: Complete framework of an organization for new coming employees and to the existing employees. All employees must obey all the rules and regulations of an organization. Example, what time to come, when to leave, what to do and what not do etc. Organization climate: Is physical layout of an organization that is how the building of an organization, is it well decorated, how are employees of organization, their dress their attitude toward clients etc? Example: Standard Charted Bank. When we go there we will notice that building would be nicely decorated, all the employees will have proper uniform etc which is the physical representation of Standard Chartered Bank Philosophy: As we know for an organization costumers are king because without costumer organization cannot run. Philosophy is the main characteristic of an organization culture because here we emphasis on how to treat customers and how to behave costumers. Team orientation: Team orientation is another salient characteristic of organizational culture. Individuals or groups of individuals are grouped together to perform different activities of an organization. Innovation and risk taking: Working on new thing is called as innovation, no doubt innovation is quite risky but it can be very helpful for an organization. https://static.flatworldknowledge.com/sites/all/files/imagecache/book/30774/fwk-carpenter-fig08_005.jpg (htt2) Example viewing organization culture: Mobilink GSM: culture of Mobilink GSM is to totally satisfy customer and shareholders wants, their dominant values include business brilliance, confidence honesty value for public, corporate social responsibility. Sub Culture: Sub culture is basically a culture with in a culture, like every organization has its specific culture then in organization every department has its own culture that is style of operating controlling of marketing department is different than finance department and similarly culture of HR department is different that marketing department. Developing Organizational Culture: While developing a culture there are some factors which affect organizational culture at a great, of which some are explained below. Economic conditions: Economic conditions has great affect on organization culture because if the time for an organization is prosperous so definitely organizations will be looking for innovations, new ideas etc but on the other hand if time is not prosperous, there are inflations for an organizations so no doubt organization will face a lot of problems. Formation: Formation or structure means how are tasks ordered. In flexible structured organization employees are motivated by giving them rewards etc. Employees are given good working condition. On the other hand if the structure of organization is stressful so definitely employees will be demotivated this will decrease their interest level of work. Leadership style: Leader must implement such rule and regulations which are both convenient for employees to follow as well as profitable for organization. It is up to the leader how he controls an organization. Changing Culture: Changing organizational culture is huge tough task according to expert it takes 8 years for an organization to change their culture as a whole, but mostly organizations alter their negative culture. Change in culture can be made by changing mission and vision of an organization etc. Some factors which are playing great role in changing organization culture are described below. Mission and Vision: In order to change organizational culture changes must be made in the mission and vision statement of organization. As mission and vision is communication purpose to stakeholders, mission and vision for an organization should be wisely selected. Alteration from top to down: While changing organizational culture it is important that whatever changes are made by an organization it should be followed by top level managers as well lower level managers and employees because it is obvious if top managers are implementing new rule and they them self not following rule changing of culture might not be possible. Physical sign of culture: New culture must be physically visible that is style of working, dress of employees and attitude toward stakeholders etc must match the changed culture. Leadership: Leader provides motion for cultural alteration. It is the leader who will guide about new alteration of culture plus leader is one who will implement new culture. Importance of culture: Culture affects over all activities of an organization. It is the culture which represents organizations that how they perform their different tasks. Culture plays lively role in the motivation of employees and culture of an organization is the communication purpose to other stakeholders like customers, competitors etc. Some of the salient points of culture are explained below. Motivation: Culture of an organization helps in the motivation of employees because if the culture of an organization is flexible employees will be encouraged they will be interested in organization, similarly if the culture of an organization is not fulfilling employees demand definitely it will have bad impact on success of an organization. Image of an organization: It is culture which gives an organization a distinctive image. Culture represents an organization that is how is does an organization perform their activities how are there attitude toward customers, employees and other stakeholders. Communication: As discussed above culture plays great role in communication to customers and other stakeholders. Working style, building style and their attitudes attracts customers. Flexibility: Culture provides flexibility in an organization by giving value to customers and having friendly working condition for employees and managers etc. Kinds of culture: There are different types of culture, which are expressed below. Power culture Role culture Task culture Person culture Task for P2: Relationship between organization structure and culture: Organizational structure is the mechanism by which efforts and works are coordinated with supervision to produce the results that are hoped from organizational culture. One of the most important features in relationship between organizational structure and culture is that it gives clear picture to the employees about their limitations and responsibilities and so not to concern about the issues that are beyond their scope of expectation this will help employees to work more efficiently. An effective coalition between organization structure and culture gets people closer to achieve organizational end goals more efficiently. Affect of structure on organization: Structure has a great affect on the performance of organization. If the structure of an organization is flexible the employees of that organization will be motivated and they will perform their task willingly. Structure of an organization helps in maintaining communication and stresses on coordination. Mainly there are two kinds of structures which are given below. Tall structure. An organization which have tall structure will have lower span of control that is there will be lots of hierarchy of manager is high. Advantage: low level of span of control, motivation of employees, good coordination. Disadvantage: expensive because so many managers required for an organization, distraction of accountability, single task is passed from so many individuals in organization, slow decision. Narrow structure: According to specialists single individual can handle well 8 individuals. In narrow structure of an organization there is high span of control, that hierarchy of managers is lower as compared to tall structure. Advantages: less expensive because low number managers, decision making is fast, good communication among employees. Disadvantage: high span of control that is pressure on manager is a lot. Example: We visited Mobilink GSM Peshawar, we had an interview with Customer Care Department. According to them structure of Mobilink GSM is decentralized due to which employees are satisfied from organization structure because they are involve in decision making this really motivates customers and this leads to innovations as well. Affects of culture on organization: Culture has a great affect on organization. If the culture of an organization is good corporate culture employees will be motivated and they will work efficiently and it is also the communication purpose to other stakeholders like customers, shareholders, and government etc. Some salient characteristics of organizational culture are given below. Organizational culture is the physical image of an organization. Helps in making good image of an organization. It is the communication purpose to stakeholders. Example: Mobilink GSM has great friendly environment. When we visited Mobilink GSM we feel our selves like we are home we were asked about what to take and what to eat, this really attracted us and felt us happy. Employees are motivated by various methods specially by awarding them and Mobilink GSM provides their employees with necessities of life like they have air condition system in whole organization in summer while in winter they have heater system and they provide employees coffee breaks etc which increase the level of interests of employees. Task for P3: Individual behavior at work: According to psychologist understanding human psyche is very tough job as we know behavior of one person will be different from another. Behavior of individual varies according to conditions around. Interpersonal behaviors are changed from individual behaviors, that is when a person is alone his/her personality changes as compared to when an individual is with other individuals. On the other hand group behavior is different from interpersonal or individual behavior. Example person named Ahmed sets with his colleagues, Ahmads attitude, style and other things which are concerned with his personality will be changes as compared to when Ahmad is alone. Personality: Personality is the general model of an individuals beliefs, feelings, and behaviors which represents style of individuals involving to the surroundings. Personality of a person involves persons height, weight, attitude, fashion, thinking etc. factors which affect personality are given below. Heredity: It involves attitudes, feelings, thinking and behavior etc that you learn from your parents, siblings etc. It is not 100% sure that your personality will resemble to your parents and siblings it may vary. Environment: Your personality changes according to environment you living. If an individual owns good personality that having good attitude, good expression etc definitely that individuals behavior at work would be appreciative. Perception: Is a method in which individual get in-coming information from their surroundings and then arrange and build out these to understand in a particular manner. Each in-coming information or happening going on nearby of individual is perceived in a particular style by every individual. Therefore perception is a center for the communication of a person with its surroundings both at job or other place. Perceptual selectivity: Human minds are attacked by different information all the time. What basically perceptual selectivity means is that selecting of information by our mind to understand, it is not under the control of human being. Further components of perceptual selectivity are. Context 2. Nature of stimuli 3. Internal factors 4. Fear and trauma Attitude: It is basically the response of an individual to all the actions happening in surrounding to it. Attitude is very important because it is attitude which represents you that is how you perform different task and how you deal things happening around you. Ability: Ability of an individual is inborn quality it changes which passage of time like when an individual perform some task again and again a time may come that person will perform activity efficiently. Ability of an individual in organization is required to obtain certain goals and objectives. Task for M1: Culture and structure of selected organization: The organization which I have selected is Mobilink GSM, Pakistan. About Mobilink: http://upload.wikimedia.org/wikipedia/en/7/7a/Mobilink.jpg Mobilink GSM started its business as the primary GSM cellular cell phone services inside Pakistan through MOTOROLA Inc in 1994, afterward Mobilink GSM was purchased by Orascom Telecom Holding (OTH) which is the first multi-national company of Egypt. Mobilink GSM, a subordinate of the Orascom Telecom Holding, is Pakistans primary cellular and Blackberry service supplier. Having more than 31.5 million subscribers, Mobilink holds market leadership through progressive integrated expertise, the strongest trademark and the largest range of value added services in the business. (Wikipedia , 2011) Mobilink Mission Statement: The business is devoted to give its stakeholders highest level of satisfaction through admirable services and show that we as a corporation meeting our commercial as well as moral objectives, in ways that a regular sensible communal expectations of accountable cellular corporations. (Mobilink GSM, 2011) Culture of Mobilink GSM: Complete purchaser approval: According to Mobilink GSM clients are key to their achievements. Mobilink GSM says that costumers has expectation from us and they are doing to the best of their ability to provide them quality, services more that what they have expected. We will surely work according to needs of our clients. Business brilliance: Mobilink GSM struggle to provide the best quality to our clients. Furthermore Mobilink seek to the uppermost standards and search to identify costumer needs every day. This leads Mobilink GSM to market leading company and gives satisfaction to the stakeholders. Confidence honesty: Mobilink GSM gets arrogance in working the top moral principles in an open and frank environment, and by devoting their promises. Value for public: Mobilink GSM runs its business by its relation with peoples. Mobilink GSM gives its importance to its employees and other stakeholders and Mobilink GSM believe in cooperation. Value for employees: Mobilink provide good, flexible and friendly working environment for their employees. Mobilink GSM treats their employees and managers very well and gives them good amount of salary along with security. Corporate Social Responsibility: Mobilink GSM believes that costumers and businesses are in relationship with each other. They are interdependent to each other. Being good corporate business Mobilink not only focuses on earning profit from society but they also spend in the prosperity of societies. (Mobilink GSM, 2011) Mobilink GSMs organizational Structure: We visited Mobilink GSM, we conducted an interview with their Customer Care department and also with HR department. According to Customer Care department and HR department organizational structure of Mobilink GSM is Decentralized. This means that Mobilink GSM involves their lower level managers and employees in decision making. Advantages of this structure: Due to this structure employees are motivated they consider organization as their family they then work efficiently. This structure leads to new innovations because employees of Mobilink GSM told us in interview that employees can give their suggestions and feedback whenever they want, and feedbacks of employees are given great attention. When their suggestions are liked by the top managers, employees are given different rewards even some employees were given Dubai return tickets. (Figure showing Organizational structure of Mobilink GSM) (Source: Interview) Strategic decision making: Strategic decisions of Mobilink GSM are made by Chief Executives (Presidents) in Islamabad. Other decisions are made by directors of each department involving their lower level managers and employees as well. Task for D1: Recommendations: When skills of employees increases salary should be increased as well. In order to keep employees motivated and efficient they should be given training repeatedly. Giving awards on good performance to employees should be maintained this will develop competition among employees. Keeping in mind conditions of Khyber Pukhtoonkhwa employees should be provided good security. Each department should have emergency alarm and fire distinguisher which would be use in case of emergency. They should provide pick and drop system this will attract employees from competitors. Customer Care Department should be improved because too much customers are dissatisfied from their work. Customers are not satisfied from the mistakes of billing department. As compared to competitors prices are high and customer is dissatisfied with the quality as well. Outcome 2nd Task for P4: Organizational or managerial theories: Before we discuss organizational theories it is important first to know what management is. Management: The art of taking work from employees or people effectively and efficiently. Effectiveness means doing exact work as told. Efficiency doing work with less possible input and more possible output. History: The word manage comes from Italian word (maneggiare) and (maneggiare)ÂÂ  itself is derived from Latin word (Manus) which means hand. Later on, in 17th and 18th centuries, French word (Mesnagement) influenced in meaning of the English word (Management).. Ranks of management: There are three ranks of management, high-level managers, middle-level managers and lower-level managers. Each rank has its own authorities in organization, which is discussed below. High-level managers: This includes board of directors, presidents, vice presidents and chief executives. They generally make top decisions. They are accountable for the outside image of organization. Middle-level managers: This normally includes general managers, department managers etc. They are accountable to high-level managers. They basically acts like interpreters, they describe information of high-level managers to lower-level managers. Lower-level managers: They are managers who have direct contact with employees, lower-level managers gives job to employees and takes work from them. In short its lower-level managers who run organization on daily bases. Development of management thought: how does management start that which steps an organization should carry in order to manage organization Different organizational theories are of which some are discussed below. Scientific Management: To convert your short skilled labor into efficient employees. This will happen by giving your employees good training that is how to perform different task and by increasing their wages this will increase their interest in work. Explanation: scientific management is also known as Taylorism. It was developed by Frederick Winslow Taylor, he said that organization cannot be managed by hazy ideas it should be managed by organized rules. Principles of Scientific Management: >> Employees should be train for more improvement and they should be motivated by giving awards etc to employees. >> Recruitment should be completely base on merit (scientifically). >> Boss should not be so strict so that employees become stressful nor should the boss be so friendly that employees do not perform their tasks effectively. >> When sales increases, wages should be increased as well. This will encourage employees a lot. >> There should be possible minimum work pressure on employees so that they can perform their tasks well. Human Relations Approach: This approach emphasize on, that human should not be considered as machines, they should be given proper relation and breaks when working Explanation: This approach was first introduced by George Elton Mayo. He was the first person who talked about human relationships approach. He said that human beings become bored when do something for long time without proper breaks, they should be given breaks, they should be provided food, water etc while working in organization. Salient features of Human Relationships Approach: >> Employees should be motivated positively not by force. >> Employees should not be considered as rational, they should be given breaks while working in organization. >> This approach stresses on team work, because by team there is low level of work pressure on employees plus when more than one individuals are grouped together to solve specific problem they will do it more effectively as compared to an individual who is alone. Classical Administration: Henri Fayol introduced classical administration. Henri Fayol was suburb of Turkey who was born in 1841 and was French mining engineer. He gave 14 principles of management. Which are discussed below. Division of work: To train employees in order to make them more efficient. Authority: Managers should have the ability take work from employees. That he/she should be able to make employees to obey their orders. Discipline: There should be proper rules and regulations in organization and all employees must obey them. Example: wearing proper uniform, coming on time and leaving on time etc. Unity of command: Employees should be accountable to one boss because the number of boss in organization is more than one this will cause confusion for employees. Unity of direction: in order to avoid distraction employees must go on one plan that is one direction. Subordination of person interests to the common interest: Interests of organization must be given top priority. Remuneration: There should be extra packages for employees in organization. Employees should be given good wage. Centralization: It means making of decisions by managers. Hierarchy: They are the managers to whom employees are accountable. Order: To place right person the task that is every person should be given task according to the work they specializes. Equity managers should not be cruel or bad with employees they should be friendly with employees. Stability of staff: There should not be surplus of employees not shortage of employees in organization. Initiatives: Organization should focus on innovation, they should take risk in making new things. Esprit De Corps: To work as team because it will ease task for every employees. (Wikipedia, 2011) Function of management: Managing almost in every organization helps in achieving organizational goals and objectives, it brings employees closer that is stresses on team work. Management plays great role on motivating employees. There are different functions of management which are planning, organizing, leading, coordinating and controlling. Planning: For achieving organization goals and objectives planning is done. That how will an organization achieve their goals and objectives. Planning further includes mission, goals, objectives, tactics, budgeting and procedure. Mission: It is the very reason of existence of an organization. Goals: Are the long term intentions, what an organization wants to become in future. Objectives: Are short term intentions of an organization. Tactics: Are methodologies used to achieve objectives (short term targets). Strategies: Are game plans which are used to achieve long term targets of an organization (goals). Budgeting: Amount of capital (money) required for achieving specific goal is called as budgeting. Procedure: Is the specific way of doing some activity. OR Rules and regulations to do some work. Organizing: Collecting the best resources to achieve different goals and objectives of an organization, which is having good machinery, skilled employees and managers etc. Leading: guiding employees how to perform tasks in organization, how to behave clients etc. Coordinating: Providing team work environment, which is helping each other in organization in order to be successful. Controlling: to monitor how are tasks going on and is it going according to the plan or not. Motivation: Without motivating employees taking work from them is so difficult. Employees should be motivated because then they will do their work effectively and efficiently and with interest. Employe