Importance of Identity and Good vs. Evil in the Epic Story Beowulf Essay

The epic story Beowulf narrates the story of the hero named Beowulf and his legendary battle with the monster Grendel and later on, Grendel’s mother who longed for revenge because of the death of her beloved son (Kennedy).   This epic story, along with many other epic stories, has central themes on the importance of identity and the popular topic on good versus evil. The purpose of this paper is to discuss these two central themes of Beowulf.   This paper is cut into two sections.   The first section discusses the theme of importance of identity in the epic story while the second section discusses the depiction of good and evil within the story. Importance of Identity   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The story of Beowulf emphasizes the importance of identity (Raffel, p. 135).   In the story, almost everyone introduces himself in terms of who his parents or ancestors were.   Moreover, almost everyone in the story has an act or wants to act to continue the legacy of their ancestors (Anderson).   This very belief mirrors the principles of the people who lived in those times.   These people believed that there is no afterlife and thus, his soul can live forever if and only if he does something of great value that can never be surpassed or forgotten.   In the story, Beowulf illustrates the pride of their ancestry by helping King Hrothgar who once aided Beowulf’s father. In addition to the eternal glory of the soul, these people also believed that by doing something great, he brings pride and eternity to his ancestry. This is what they call the heroic code (Fellow, p. 7).   They further believed that once you defy the heroic code, you will be dishonored by your ancestors, your reputation will be destroyed and your soul will be punished with death —you will not be remembered forever and your children’s children will also inherit this dishonor. Good vs. Evil   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Along with many other stories, Beowulf also tackles the ever famous battle between good and evil.   Our hero Beowulf is the symbol of everything good in the story.   He went to Denmark and bravely told King Hrothgar (king of Denmark at the time) that he will battle with the monster Grendel sailing with only a few men by his side (Raffel).   His bravery also led him to defeat Grendel and later on, face the monster’s mother.   The evil side is symbolized by Grendel, his mother, and his future brother and Beowulf’s son, the dragon. When Grendel hears any kind of noise (to him any sound is considered a noise), he goes on to kill whoever makes that noise without any consideration who this person might be.   Grendel’s mother is an avenger who killed one of Beowulf’s loyal advisers to avenge the death of her son (Anderson).   Beowulf, however, was not threatened by this act and comes to the monster’s lair to kill her. He becomes the story’s messiah — he saved the lives of the people of Herot by slaying all that is evil.   He embodied the good side because of his courage to fight with the dragon.   He sacrificed himself in order to save his people.   Moreover, he is the bringer of more treasures to his own kingdom.   Thus, good and evil in this story symbolizes the eternal battle between God and Satan and light and darkness.   And as always, good triumphs over evil, God wins over Satan, and darkness will never exist in the presence of overpowering light. Works Cited Anderson, Carolyn. â€Å"Gaest, gender, and kin in Beowulf: Consumption of the boundaries†. April 12 2008. . Fellow, W.P Ker. Epic and romance: Essays on medieval literature. New York: The Macmillan Company, 1897. Kennedy, Charles W. Beowulf: The oldest English epic. London: Oxford University Press, 1978. Niles, John D. â€Å"Understanding Beowulf: Oral poetry acts.† Journal of American Folklore 106.420 (1993): 131-55. Raffel, Burton, ed. Beowulf. Reprint ed: Signet Classics, 1999.   

The Decision of Johnson & Johnson Acquires Dabao.

The decision of Johnson & Johnson Acquires Dabao. Di Wang MGT 540 MI004 Professor: Arthur Annechino 20th February 2013 Table of Contents Executive Summary3 Introduction4 The reasons of decision6 Decision making style7 The problem in decision making process8 Recommendations9 Conclusion11 Reference12 Executive Summary This paper is talking about the Johnson & Johnson Acquires Dabao. It starts with review the two companies’ history, and then shows the problem of them before acquiring.Further analysis of Johnson & Johnson’s decision with the problems that in their decision making process and also the decision making style that could be found in the acquisition. At last, give some recommendations to JNJ and the conclusion for this whole paper. Introduction Johnson & Johnson (NYSE: JNJ) is an American multinational medical devices, pharmaceutical and consumer packaged goods manufacturer founded in 1886. Its common stock is a component of the Dow Jones Industrial Average and t he company is listed among the Fortune 500.Johnson & Johnson is located in New Brunswick, New Jersey with the consumer division being located in Skillman, New Jersey. The corporation includes some 250 subsidiary companies with operations in over 57 countries and products sold in over 175 countries. Johnson & Johnson had worldwide pharmaceutical sales of $65 billion for the calendar year of 2011. Among JNJ’s well-known consumer products are the Band-Aid Brand line of bandages, Tylenol medications, Johnson's baby products, Neutrogena skin and beauty products, Clean & Clear facial wash and Acuvue contact lenses.Johnson & Johnson came to China in 1985, but until now, in majority of the Chinese people’s hearts, it still stay in the baby care products. In fact, Johnson & Johnson brand in the United States has more than a century history, is the products supplier with most comprehensive and the most diverse medical and health care products and consumer care in the world. The strong outstanding international performance did not make Johnson & Johnson achieve the comprehensive development of a leap in China.Especially in consumer and personal care products, Johnson & Johnson has Johnson & Johnson's Baby, Clean & Clear, Neutrogena and other brands. These brands almost cover each segment of the cosmetics industry. But in each market segment, the market share of Johnson & Johnson's product did not reach the top ten. Johnson & Johnson seems to be considered as a niche brand, which makes JNJ very depressed. In Johnson & Johnson’s view, in order to catch up with other multinationals in China, the best and quickest way is to acquire a local brand and expand its own brand extension and channel coverage.Dabao is undoubtedly the best choice to achieve this strategic goal for Johnson & Johnson. Beijing Dabao Cosmetics Co. , Ltd. its predecessor factory is Beijing Sanlu Factory, is a state welfare enterprises established by the Beijing Government for the emplo yment of the disabled. And with as many as 35% of the disabled workers. The company was founded in 1958, 1985 converting cosmetics develops, produces, sells, and exports herbal cosmetic products in China and internationally. It offers various varieties of skincare, hair care, beauty care, perfume, and clinical series products.The company’s products include slimming creams, breast configuring creams, hair stimulators, senile fleck dispeller creams, eye-bag creams, anti-wrinkle creams, ginseng shampoos and conditioners, and ginseng both lotions. Its most famous product is â€Å"Dabao SOD cream†. It sells its products through department stores and shops. The company exports its products to the United States, Switzerland, Sweden, Greece, Tunisia, Bangladesh, and Cyprus. From in 1997, Dabao won the championship of the domestic sales of skin care products for eight consecutive years. In 2003, market share of Dabao in the skincare industry was 17. 9%, much higher than the oth er competitors. Dabao was trying to get rid of the low-end positioning, but the market performance is far from satisfactory. It seems that Dabao would never enter the high-end market in the industry. In 2004, its brand market share of negative growth, accompanied by declining net profit. Industrial output value and tax sales revenue declined slightly. The total profits and taxes in the decline stage, indicating that there was fierce competition in the market at that time, Dabao brand was facing the increase impact of foreign brands, price wars, increased costs, and many other heavy pressure.On February 27th , 2007, Dabao listing to start the transfer of 100% equity at a price of 2. 3 billion yuan in the China Beijing Equity Exchange. Its transfer form is equity overall transfer. Listing period, Johnson & Johnson (China) Investment Co. , Ltd. , Unilever (China) Investment Co. , Ltd. , Kao Corporation and other international well-known cosmetics companies to come to counseling and due diligence. Johnson & Johnson and Unilever are interested transferee. The Unilever offer only 1. 7 billion yuan, much lower than the listing price. Finally JNJ won at the price of 2. 3 billion, the equity transfer agreement signed on April 18, 2008.July 30, Johnson & Johnson completed the acquisition of Dabao transactions from Beijing Sanlu Factory and the Dabao employee stock holding committee. Acquired the 83. 42% of state-owned shares and 16. 58% of employee shares from both of them. The reasons of decision There are three main reason why Johnson & Johnson make the acquire decision. Firstly, in order to catch up with other multinationals in China, the best and quickest way is to acquire a local brand and expand its own brand extension and channel coverage. Dabao is undoubtedly the best choice to achieve this strategic goal for Johnson & Johnson.Johnson & Johnson can access to the business development department directly, gain the time advantage in order to avoid time delays in pl ant construction. Secondly, Reduce a competitor, and directly get its position in the industry. Thirdly, get the use of high energy market forces. The two corporate uniform price policy, earnings higher than the revenue they gained when they were compete with each other. For example, a large number of information resources will be available for disclosure. Such as accounting income data can be used to illustrate the profitability of the enterprise, lso can be used to evaluate the changes of industry profitability. The acquisition will bring Johnson & Johnson the efficiency of production and operation, the most obvious performance was to achieved economies of scale to help Johnson to improve the control ability of Chinese market. Dabao in the second and third line markets has a strong marketing network and great attraction. Dabao have the mature path in these markets , especially advantage in the wholesale field of the second and third line markets, there will be conducive to the ex pansion of the Johnson & Johnson products field.Also can filling in gaps for Johnson & Johnson in the field of low-end mass cosmetics market. Share the Dabao development experience can reduce the learning cost of accumulated experience for Johnson & Johnson. And save the enterprise development expenses. Low-end cosmetics is very easy to research and development, but to cultivate a mature terminal need to spend more time. So acquire Dabao no doubt go a shortcut for Johnson & Johnson. But its original intention is to clear away the barriers to enter the industry and the market to get priority in China.From Dabao’s view, Dabao acquired by Johnson & Johnson who is more efficient and the replacement of managers has become inevitable, management efficiencies will brought new opportunities to Dabao in the future development. Decision making style For the decision making style in the decision making process, first I found the overestimation bias. â€Å"Overestimation occurs when peo ple overestimate their performance, chances of success or control of the situation† (Bazerman & Moore, 2009, p. 91). JNJ has full confidence for acquiring Dabao company and they believe they will gain most of the market share after they acquiring Dabao.So they give a high price to buy Dabao company, at the price of 0. 6 billion yuan more than their competitor Unilever. Actually, Dabao was facing many problems at that time and even can not survival in the market. So JNJ should did more research for the background of Dabao, and consider that seriously then give the right price to leave more chance for its self to the further development. Another bias I found is the Motivated Optimism bias. The Motivated Optimism bias is the tendency to feel positively about a situation turning out well despite evidence that proves otherwise.This bias was reflected in the staffs’ placement plan that accepted by JNJ. JNJ was positively about giving the disable employees continue working in Dabao even thought JNJ knew that is one of the mean reasons that caused Dabao developed slowly. I also tell the cultural bias from this issue. First there are culture differences between the US and China in doing business. And the two companies have totally different cultural with each other. Dabao is a state welfare company. So there must have many culture issues that JNJ can not avoid.It seems JNJ never make any prepares for that and acquired Dabao in a hurry. The problem in decision making process Because the purchase price failed to reach an agreement, the negotiations had reached an impasse after entered into an equity transfer intention agreement. Dabao listed price 23 million yuan is five times its net assets, 3. 4 times sales. Dabao audited total assets of 6. 45 billion yuan, net assets of 495 million yuan. In 2006, the main business income of 676 million yuan, net profit of 41 million. According to the 2006 assessment report, the total assets of Dabao is 2. 26 billion yuan, liabilities of 295 million yuan, the owner of the equity of 2. 241 billion yuan. The data shows that Dabao listed price of 23 million audited is of five times as net assets of 459 million yuan, which is not a cheap price. The reasonable price should be about 1. 5 billion yuan. In the others’ eyes, the price is debatable, but JNJ still acquisition of Dabao with the price ahead of the competition’s price of 600 million yuan. Another problem is the staff resettlement problem. Dabao has a characteristic, Dabao is a state welfare enterprises with as many as 35% of the disabled workers.And according to Chinese law, employees with disabilities have not been laid off, which is one of the reasons that makes Dabao development difficult. The staff placement problem hindered the acquisition process for a time. Therefore, in the acquisition, placement of workers become the most central issues in addition to price issue. After negotiated for many times, the staff placement plan has reached a consensus. After the acquisition the Dabao employees still be the employees in Dabao’s original parent company: Beijing Sanlu Factory , continues to serve Dabao brand.The employees who have not get the new jobs or do not accept the jobs of the new company's will continue as employees in Sanlu Factory. Recommendations In my opinion, I disapprove Johnson & Johnson’s decision of acquiring Dabao. Before a company makes a decision to acquire another company, two main issues must be taken into consideration: to recover the cost of investment in a short period of time; another is able to play the role of complement and enhance their own original brand. Before the acquisition, the two companies are in the decline stage.Acquired Dabao company for Johnson & Johnson is a certain risk, if Dabao continued its downward trend after the acquisition , then it will certainly contrary to the original intention of Johnson & Johnson to acquired Dabao. That will not only exacerba te the problem of Johnson & Johnson’s products market positioning in China, and it will also affect the overall development of Johnson & Johnson. If Dabao can not become a listed company, Johnson & Johnson will be difficult to recover the $ 23 billion investment cost for acquisition Dabao. Also the difficulty of integration will be to some extent prevent the development of Johnson & Johnson.The huge capital injection and Dabao placement of workers problem will increase the difficulty of the Johnson & Johnson Development. National circumstances and foreign investment risk will be a severe test. The products of the two companies does not match, the future development challenges than opportunities. After the acquisition, the biggest problem is if JNJ could make good use of the Dabao’s channel resources, after all, there are too many differences and even conflicts of the management style between multinationals and local companies.JNJ valued Dabao’s channel resources , however, these are not the hardware resources, if JNJ could not make good use of these channel resources, that may cause the channels unrest as well as loss of dealer. So I think JNJ should maintain the independence of Dabao, make Dabao like its other subsidiaries in the world, became a separate entity, independent operation. And achieve the integration of sales and channel. Dabao has weak research and development ability, so JNJ retain Dabao’s original flagship product and at the same time research and development of new products, in order to seize the market.Johnson & Johnson should change a senior management team for Dabao. Conclusion In order to catch up with other multinationals in China, Johnson & Johnson completed the acquisition of Dabao, a state welfare company has many channel resources but also has develop issues. During the decision making process, Johnson & Johnson met many problems such as the price issue, the employees settling issue. Johnson & Johnson gave a high price and accepted the employees settling plan that came up by Dabao.I do not think that is a good decision for Johnson & Johnson to acquire Dabao because it is difficult to recover the cost of investment in a short period of time and the development will be affected by the issues appeared in the decision making process in the future. Also for the further development I give the recommendations of make good use of these channel resources, maintain the independence of Dabao, retain Dabao’s original flagship product and at the same time research and development of new products, and change a senior management team for Dabao.References :analyzing the reason of johnson &johnson acquired dabao. (2008, August 06). Retrieved from http://bbs. 55bbs. com/thread-1836669-1-1. html Beijing dabao cosmetics co. , ltd.. (n. d. ). Retrieved from http://www. dabao. com/ Enterprise merger case analysis of johnson& johnson acquired dabao. (2012, August 09). Retrieved from http://wenku. baid u. com/view/af14c431a32d7375a4178039. html Johnson&johnson. (n. d. ). Retrieved from http://www. jnj. om/connect/ Johnson &johnson purchase dabao a sudden change in the situation. (2011, May 27). Retrieved from http://wenku. baidu. com/view/763309976bec0975f465e271. html Johnson & johnson ranks no. 1 in national corporate reputation survey for seventh consecutive year. (2005, December 07). Retrieved from http://www. harrisinteractive. com/news/allnewsbydate. asp? NewsID=999 Klovee. (2008, February 02). [Web log message]. Retrieved from http://johnsonjohnsonblog. blogspot. com/2008/02/introduction. html

Asian and African People Essay Sample

If one looks at the map of the universe. it is difficult non to detect that Asia is the biggest land mass. Asia is of import to the remainder of the universe. The importance of this portion of universe is non merely because it is the biggest continent of the universe. but besides because it is the part if the universe which is place to the bulk of humanity. All dumbly populated states are located in Asia. Asia spans 100s of longitude and as a consequence you find a assortment of civilization and traditions in Asia. Asiatic people are by and large closely bound to their traditions and for them it is ever hard to interrupt off. The continent as a whole is rich in traditions and values. Asiatic people are posterities of a assortment of races. You find one sort of people ruling one part in Asia. For illustration. the Indian subcontinent is home to the Aryans. The East of India is largely home to the yellow races which include the Mongols. These people have really typical characteristics and can be identified really easy. The West of India is largely populated with Persian and Arab characteristics. More towards the West you find western mix in the mosaic of population that lives in Asia. Asiatic people are different from the people of the other continents as these people are still near to their roots and in most of the states you find agro based economic systems. The economic systems are non really good developed and you find intertwine the force per unit area on land is great. Still. being blessed with the most fertile fields of the universe. Asia is feeding the remainder of the universe as a granary. In Asia. you still find that coevalss after coevalss of people are bound with the traditional values. The West of Asia is largely dominated by the Muslim values as a concatenation of Muslim states is located in this portion of the universe. In general here Islamic values are followed and household unit is appreciated. Families are the basic structural unit in doing up the societies here. Even in the technically advanced and developed states like Japan. you still find that household ties are of import to them. Peoples from more developed parts of the universe sometimes see Asiatic people to be rearward and superstitious. but I believe the Asians are happy and at place with their household units still integral. Asiatic traditions are most of the times truly colourful and in some instances hard to understand for people coming from extremely developed states. The impact of faiths on the traditions and values of the people of Asia is outstanding. Most of the people populating in Asia find faith and linguistic communication to be truly of import to them. The frock codifications are specific and the festivals are besides under the spiritual influence. In general. you can state that Asiatic life is different from the life in other parts of the universe. It is still about place and household. Peoples here are still bound to their roots. and most of all. they are happy about it. There are many states that form a portion of the continent of Asia like the Islamic states and the Southeastern states of Nepal. India and Bangladesh. Asia has the largest land mass in the whole universe and is a place to a bulk of human population that is shacking in the universe. Most of the dumbly populated states of the universe are situated in Asia. There are a big figure of states that constitute this continent and as a consequence it is home to a broad assortment of civilizations and traditions. Peoples of Asia are really strongly attached to their fatherlands and happen it really painful to divide from their native states. Asiatic people are offsprings of an umteen figure of cultural races. It contains states like India. Pakistan. Myanmar. China. Bangladesh. Afghanistan. Nepal. Sri Lanka and the developed states of Japan and Russia. This continent is abounding with a assortment of climes. lands and astonishing landscapes. From Himalayas to the waterless lands of Mongolia and Afghanistan. the continent of Asia is bestowed with astonishing landscapes. Asia has a immense country of land and the western portion of Asia comprises Muslim states like UAE. Qatar. Iraq. Iran and Dubai and contains characteristics of Arab and Persian civilizations. Asia has people following all the faiths from Hinduism. Islam and Christianity. The continent of Asia is blessed with fertile lands in China and India and excels in agricultural production of nutrient grains and rice. Asiatic people are known all over the universe for their strong cultural values and intelligent heads. This continent has given birth to many celebrated scientists. famous persons and politicians. Although this continent does non tout of many developed states. many developing states within this continent are on the threshold of going developed. Asia as a continent was ab initio under the colonial regulation for a really long clip except for the states of Japan or Russia. Many states like India. China. Pakistan and Afghanistan have suffered the brunt of oppressive colonial regulation by Europeans and Americans for a really long period of clip. Timess have changed now and the states of this continent are shiping on the epoch of economic development like neer earlier. Southeast states like India. Sri Lanka and China are sing surprisingly high rates of per capita GDP growing. These states have besides made an attempt to continue communal harmoniousness and integrity by following a policy of inter-regional cooperation and forming associations for the above intent like SAARC. They have besides forged of import trade confederations with each other to common encouragement economic growing. Asia is good known for jubilations and festivals. It is a land where festivals of different civilizations and faiths are being celebrated. Among the major Hindu festivals are Diwali. Holi. Baisakhi. and Eid ul-Fitr. Dusshera. Onam and Christmas and are celebrated with great ardor all over India. African People A ; CultureThe huge continent of Africa is so rich and diverse in it’s civilization with it non merely altering from one state to another but within an single state many different civilizations can be found. Much of Africa’s cultural activity centres on the household and the cultural group. Art. music. and unwritten literature service to reenforce bing spiritual and societal forms. The Westernized minority. influenced by European civilization and Christianity. foremost rejected African traditional civilization. but with the rise of African patriotism. a cultural resurgence occurred. The authoritiess of most African states foster national dance and music groups. museums. and to a lesser grade. creative persons and authors. Africa was the place of birth of the human species between 8 million and 5 million old ages ago. Today. the huge bulk of its dwellers are of autochthonal beginning. Peoples across the continent are unusually diverse by merely about any step: They speak a huge figure of different linguistic communications. pattern 100s of distinguishable faiths. live in a assortment of types of homes. and prosecute in a broad scope of economic activities. Over the centuries. peoples from other parts of the universe have migrated to Africa and settled at that place. Historically. Arabians have been the most legion immigrants. Get downing in the seventh century ad. they crossed into North Africa from the Middle East. conveying the faith of Islam with them. A ulterior motion of Arabs into East and Central Africa occurred in the nineteenth century. Europeans first settled in Africa in the mid-17th century near the Cape of Good Hope. at the southern terminal of the continent. More Europeans immigrated during the subsequent colonial period. peculiarly to contemporary South Africa. Zimbabwe. and Algeria. South Asians besides arrived during colonial times. Their posterities. frequently referred to as Indians. are found mostly in Uganda. Kenya. Tanzania. and South Africa. Africa is the festival continent. Throughout the whole continent. colorful and vivacious festivals range through musical. religous. cultural and harvest to call merely a few. There are many different people groups and folks across the continent of Africa – with their civilization changing from folk to tribe. We have included merely a few on this page and will be adding to the list on a regular basis. Snap the rubric for elaborate sections†¦ Afar The Afar people live chiefly in Ethiopia and the countries of Eritrea. Djibouti. and Somalia in the Horn of Africa.Anlo-EweThe Anlo-Ewe people are today in the southeasterly corner of the Republic of Ghana. They settled here around 1474 after get awaying from their past place of Notsie. Much of African civilization places great accent on visual aspect and hence on jewellery. African jewellery has been given enormous attending for centuries. Own a utile and beautiful portion of African civilization now. Many pieces of African jewellery contain cowrie shells. They are non merely beautiful but besides symbolic! Masks are representative of many different things in African history and civilization. Lineage is really of import to the African people to demo award to their ascendants. They design the masks with luxuriant hair and jewellery to demo great wealth and award so their ascendants will be pleased with them and convey approvals. Ancestors are greatly to be feared if they are enraged. so the people are really careful to be honouring to them at all times. Masks are greatly revered in African civilization Many masks are used in ceremonials by and large picturing divinities. liquors of ascendants. fabulous existences. good and or evil liquors. the dead. carnal liquors. and other existences believed to hold power over humanity. African nuptialss are a household matter and affect the combine of two lives. two households. and sometimes even two communities! There are many different marrying traditions in the African continent and no two are precisely likewise. However. in all the communities the bride plays a really particular function and is treated with regard because she is a nexus between the unborn and the ascendants. A bride might finally bear a really powerful kid. so she is treated with regard. In some countries of East Africa the grooms household would even travel to the brides small town and put up a whole new house at that place. There are many stairss that take topographic point before matrimony starting at a really immature age where preparation takes topographic point in how to be a suited spouse. Girls will many times go to Circumcision schools where adult females learn them what is involved in matrimony. and in some cultural groups even learn secret codifications and linguistic communications so that they can pass on with other married adult females. In the Wolof folk there is even a clip where the seniors of the small town gather with the bride and give advice and gifts. Weddings can be really luxuriant. affecting banqueting and dancing for yearss within a community. they can be really simple. or they can even be performed in immense matrimony ceremonials affecting many different twosomes.

Consequences of a college student cheating on exams Essay

Consequences of a college student cheating on exams - Essay Example However, cheating comes with its consequences, many of which can prove to be harmful to the education and future career of a college student. College students have as many reasons as to why they cheat as they have methods to cheat. Some of the most common reasons as to why college students claim to cheat include not having enough time to study, the material was too hard to understand and they did not want to seek tutoring, and they had other stressful things going on in their lives that they could not possibly find time to care about studying. So, being unprepared for their exams, they prepare instead to cheat. They bring in sheets containing notes, facts, and even answers; they copy fellow students; some even obtain the actual test and simply memorize the answers. College students can get creative with how they cheat. However, if they put the same amount of effort into preparing for their tests, they would not have to rely on cheating. The consequences of cheating in college are a l ot different and more intense than consequences of cheating in elementary school, or even in high school. ... When a college student is caught cheating on an exam, the first course of action that is taken is that they not only receive a failing grade on that exam, but they usually receive a failing grade for the entire course. This is done for a variety of reasons. First and foremost, if the student was willing to cheat on an exam, there is nothing to suggest that they were honest with any of their work prior to taking the exam. Also, by cheating on the exam, they show that they are not serious about their education as a college student. When a student receives a failing grade for the class, they are often removed from the class and are not refunded their money for the remainder of the course (Noah & Eckstein 104). In the case that the class is a core class and is therefore required, the student usually faces the consequence of not being accepted back into that class in a later semester. Next, the student is brought before the student disciplinary board of their university. The disciplinary board will make the decision of what should happen next to the student. In most cases, if this is the student’s first time being caught cheating, they are put on academic probation, which can vary from one semester or until they graduate. Their grades are monitored, and they often have to take their tests alone and under strict supervision of a designated instructor. If they are caught cheating again, or if the person brought before the board is a repeat offender, the student is expelled from the college. Once a student has been caught cheating numerous times and are then expelled from their school, it becomes difficult to find another college that will take them because their record of cheating will follow them wherever they go. No other college is going to be

Interprofessional team working in healthcare delivery Essay - 1

Interprofessional team working in healthcare delivery - Essay Example Mutual team work and collaborative care have rapidly improved the health care operations and service delivery in many health care centers (Barrett and keeping, 2005, p. 40). Inter-professional team work is very effective in improving the patient health safety and heath care services (Barrett and keeping, 2005, p. 40). Inter-professional team work has reduced the backlog and burn out associated with inadequate health professionals (Barrett and keeping, 2005, p. 40). Inter-professional team work is also responsible of reducing the professional workloads and patient morbidity (Department of health 2010, p. 324). With effective inter-professional team work in health care institutions, health care professionals enjoy job satisfaction. Patient and patient caretakers need to be involved squarely in the treatment process (Zwarenstein 2008, p. 67). Their ideas and opinions are excitedly valuable and relevant in the diagnosis and treatment process (Barrett and keeping, 2005, p. 40). The core purpose of selecting the Tom case is to expound on the dangers associated with lack of inter-professional team work in the healthcare setting. The case portrays some of the very sensitive ethical and legal issues which should be the base line in designing professional legislations and policies (Cohen 2007, 340). The 20 years old Tom died out of aspiration pneumonia and reflux oesophagistis. The disease was diagnosed long time ago and measures to rectify the problem recommended. The entire concerned professionals in the hospital were not committed and willing to take prompt actions on the Toms’ health condition .The parent (Tom’s parents) concern over Tom’s pain was not listened to by the relevant health professionals. Tom was also infected with multiple learning disabilities which forced him to attend a special school. In the school, the parents raised concern over their child future but no action was taken by the school administration. The reluctance of the health professionals and the school to cooperate with Tom’s parent raised some ethical and legal issues. Ethical and Legal Issues There are several health ethical principles that are relevant in Tom’s case (Glasby 2007, p. 78). To start with, the main obligation of the health care professionals in Tom’s case was purely to protect his health and life (Prescott 2006, p 90). In this case, the hospital professionals never complied with their core obligation. According to the Department of health (2006, p. 69), under this ethical principle, the health profes

History 1112 Essay Example | Topics and Well Written Essays - 250 words - 2

History 1112 - Essay Example On the contrary, Russia advocated for communism, and thus wanted its allies and other of its friendly countries to adapt this (49). Consequently, Joseph Stalin, the then Russian president issued a very hostile speech in February 1946, postulating that capitalism and communism were not compatible, and that communism was more superior and public friendly. This was followed by a requirement by the then USA president Truman, that Russia leaves Iran, on March of the same year (65). The subsequent periods were marked by an arms race between the two countries, each launching major nuclear bomb tests by Russia in 1949 and USA in 1953 (38). The hostility continued for the better of the 1960-1970s, with each country seeking to contain the spread of the other countries ideology and dominance. This period was marked by among others the Cuban Missile Crisis of 1962 and the Afghan war of 1979 to 1989 (51). While the Soviet Union blocked the access to West Berlin, the USA and its allies sought to supply it through air. This greatly increased the tension. Several agreements were entered to throughout the period to stop any breakout of a physical war, since it would have seen nuclear weapons used, which would have caused untold damage

The Global Impact of Wireless Network System on the Individuals and Assignment

The Global Impact of Wireless Network System on the Individuals and the Society - Assignment Example As the report stresses numerous types of wireless correspondence systems exist; however, a distinguishing quality of a wireless network is that correspondence takes the spot between PC devices. These devices incorporate personal advanced assistant’s laptops, personal computers, servers, and printers. PC devices have processors, memory, and a means of interfacing with a specific kind of network. Customary mobile phones do not fall inside of the meaning of a PC device; in any case, more up to date phones and even sound headsets are starting to fuse figuring power and network adapters. In the end, most electronics will offer wireless network connections. According to the discussion findings wireless networks are networks that are not joined by cables of any sort. The use of a wireless network enables enterprises to maintain a strategic distance from the costly process of bringing cables into buildings or as an association between distinctive gear locations. The wireless systems' basis is radio waves, a usage that takes place at the physical level of network structure. Wireless networks use radio waves to unite devices such as laptops to the Internet, the business network and applications. At the point when laptops are joined with Wi-Fi problem areas out in the open places, the association is established to that business' wireless network. As with networks based on wire, or optical fiber, wireless networks pass on data between PC devices. The data can take the type of email messages, site pages, and database records, streaming video or voice.

Vietnam War and America Essay Example | Topics and Well Written Essays - 1250 words

Vietnam War and America - Essay Example Was the Vietnam War a design politique of the US Government? Was it really a mistake on the part of US? Was it a ‘design’ and ‘mistake’ both? These are the questions we must consider. It will be interesting to quote noted political scientist and the author of Politics Among Nations Hans J. Morgenthau from his article in New York Times Magazine and web publication here: The address President Johnson delivered on April 7, 1965 at Johns Hopkins University is important for two reasons. On the one hand, the President has shown for the first time a way out of the impasse in which we find ourselves in Vietnam. By agreeing to negotiations without preconditions he has opened the door to negotiations which those preconditions had made impossible from the outset. By proposing a project for the economic development of Southeast Asia—with North Vietnam a beneficiary and the Soviet Union a supporter—he has implicitly recognized the variety of national interests in the communist world and the need for varied American responses tailored to those interests. By asking â€Å"that the people of South Vietnam be allowed to guide their own country in their own way.† he has left all possibilities open for future evolution of relations between North and South Vietnam. On the other hand, the President reiterated the intellectual assumptions and policy proposals which brought us to an impasse and which make it impossible to extricate ourselves. The President has linked our involvement in Vietnam with our war of independence and has proclaimed the freedom of all nations as the goal of our foreign policy. He has started from the assumption that there are two Vietnamese nations, one of which has attacked the other, and he sees that attack as an integral part of unlimited Chinese aggression. Consistent with this assumption, the President is willing to negotiate with China and North Vietnam but not with the Viet Cong. Yet we cannot have it both ways. We cannot at the same time embrace these false assumptions and pursue new sound policies. Thus we are faced with a real dilemma. This dilemma is by no means of the President's making. We are militarily engaged in Vietnam by virtue of a basic principle of our foreign policy that was implicit in the Truman Doctrine of 1947 and was put into practice by John Foster Dulles from 1954 onward. This principle is the military containment of Communism. Containment had its

Date Rape Essay Example | Topics and Well Written Essays - 750 words

Date Rape - Essay Example In majority of this instances, both the victim and the assailant do not usually believe that the action that took place is indeed, rape. This leads to the reason why a high number of the cases go unreported. The women are usually fearful that their recollection of the story may not be believed, and they are likely to take the blame for their predicament (Wilkins, 2010). One of the recent cases of date rape that captured world attention through the social media is the Daisy Coleman rape case in Missouri. The 14-year-old girl had just moved to the town of Maryville with her mother after the death of her father. On the fateful night, Daisy was invited to a night party by her friend, who was a 17-year-old footballer. Daisy was accompanied by her 13-year-old friend whose name has been with-held for legal reasons. The two girls were glad for having attracted the attention of their high school senior who hailed from a prominent family in Maryville. The two girls snuck off to the party where they made merry till late hours in the night. Soon after, the girls finished taking binge, they lost consciousness and the unexpected thing happened. Their male friend took advantage of their defenseless state, and the two young girls were raped. The rape sojourn was captured on film by a friend of the senior boy who had invited the girls to the party. Later, Daisy was carried and dumped off near her mother’s house. Her personal belongings were strewn across the compound, and her shoes were missing, with the unconscious girl lying in freezing temperatures (Vawter 2014). A report on the case was made to the authorities and investigations were initiated to unmask the events that unfolded the previous night. When the investigations were in top gear, the police discovered that the rape ordeal had been captured on an iPhone. Consequently, they levied the charge of felony for sexual exploitation against the 17-year-old friend who

AFTER THE FACT ASSIGNMENT Example | Topics and Well Written Essays - 250 words

AFTER THE FACT - Assignment Example The prologue of the account, however, narrated Deane’s close connection with his personal aide, Edward Bancroft and Deane’s partnership with Bancroft in their sort of gambling escapades when he was exiled. Deane was alleged to have known of Bancroft being a double spy to both Britain and the U.S., and so, when Deane decided to come back to his country, he died aboard a ship. Though a conjecture, some evidences gathered by historians can link Bancroft’s fear of being revealed as a traitor and his thorough knowledge in poisons. With this account, truth is defined as a product of careful analysis of evidences, and the apparent connections of them in order to make a logical and coherent conclusion. Top rail bias means that writing history is mired by prejudices and bias of affluent history authors who are the producers of most history books. Bottom rail means citing, for instance, a slave as a source of a historical research. It is difficult to be used as a reliable source of information knowing the biases present in every slave’s dependence to their lords (Davidson and Lytle 206). Good sources are diverse, meaning they come from two different people, and must be first-hand. Moreover, any freedman’s point-of-view should not be taken by face-value. Sack’s method of investigation could have worked better because it did not employ any form of deceit, and it is an accuracy-driven method. An outside factor, such as race and inherent prejudices, plays a crucial role in a historical researching. Sack’s approach that entails thorough research and comparison of accounts works best. Meanwhile, the case of the colorblind painter depicted a historical approach in finding a solution to blindness problem. This is equally true with historical research. Treating every reader as blind from history and the historian as well could make a history research free from biases and prejudices and will be even more

The past in a streetcar named desire Essay Example for Free

The past in a streetcar named desire Essay The Role of the Past in a Streetcar Named Desire French writer Andri Maurois once said: A man cannot free himself from the past more easily than he can from his own body. This quote exemplifies one of the central themes in Tennessee Williams A Streetcar Named Desire. The past is something that characters are locked within chaining them to secret misdeeds and shameful actions ultimately leading them to the question of reality versus illusion, revealing their weaknessess and leading some of them towards their downfall. Williams presents to the audience the first issues of dealing with the past by one of the protagonists, Blanche. Born and raised in the Southern aristocracy, she cannot free herself from her rich past. She first arrives at the Kowalskys aparment daintily dressed in white in a white suit with a fluffy bodice, necklaces and ear-rings of pearl, white gloves and hat (pg 117) conveying the idea of a summer classic, completely contrasting with the jungle-like atmosphere of decay prevalent in the French Quarter. The author focuses on Blanches introduction as a dramatic technique in order to emphasize the idea of someone who is drawn to the past, by simply describing her wardrobe. Her white clothing portray her similar to a moth, drawn by the light, instead of repelled by it as the audience will soon notice. Her pearls symbolize the sadness she suffers from loss of love and failure. Despite all this, she maintains her rich-girl posture to remain linked to her past in Belle Reve. The plantation in which she and Stella grew up in was lost as their fathers, uncles, and brothers spent all their money drinking, gambling and womanizing. She is haunted by the deaths of her ancestors, which she attributes to their epic fornications. The sins of the fathers are visited upon their children is a good example of Blanches hysterical outburst in page 126, where she says, in an emotionally loaded phrase, I fought and bled. Tennessee Williams makes it clear that one cannot escape genetic inheritance because at the end, it all comes back. Another aspect of Blanche is also introduced to the audience in Scene 1, adding to her characterization: alcoholism. Blanche suffers from delirium tremens as she is drinking from Stanleys whisky bottle in page 120. She effortless tries to convince herself that ones her limit but instead just goes on drinking. Alcohol offers her a temporary amnesia, and a feeling of reassurance but instead, her actions become quite convulsive as she is talking to Stella and shaking all over and panting for breath as she tries to laugh. A state of drunken stupor enables her to take a flight of imagination, such as concocting a getaway with Shep Huntleigh. Her actions, however, do not go unnoticed by Stellas husband, Stanley, as he remarks liquor goes fast in this hot weather (pg 129). Equally, bathing has the same effect on Blanche, as the action is a motif for cleansing, as in baptism, where one is introduced to a new path, a new light. In light of her efforts to forget and shed her illicit past in the new community of New Orleans, these baths represent her efforts to cleanse herself of her odious history. Stanley also turns to water to undo a misdeed when he showers after beating Stella. The shower serves to soothe his violent temper; afterward, he leaves the bathroom feeling remorseful and calls out longingly for his wife (pg 153). Blanches long baths can be seen in almost all Scenes followed by her comments of being freshly bathed and scented, and feeling like a brand-new human being! (Pg 135). However, as Blanche finds herself in constant struggle against her past, Stella has no trouble forgetting it and marrying Stanley. Although she does feel sympathy for the loss of Belle Reve and weeps as Blanche accuses her of indifference (pg 127), she has thoroughly moved on and found confort in Stanleys arms and has chosen to be a part of his life, even adapting to his likes, such as that of reading a book of coloured comics. She no longer has a desire to live the aristocratic life as the plantation is an illusion of the past. By contrast, this scenery has been destroyed, giving space to a urbanized, modernized New Orleans setting. Stella can be seen as a catalyst to Stanley and Blanche as she is driven towards comercialism and has ignored to role of a fallen woman. She has married to Stanley Kowalsky, who has an intense, brutish masculinity, and takes pride in his sexual appetite. Stanley, in a way, denies his roots by responding to Blanche as she calls him a Polack, But what I am is a one hundred per cent American, born and raised in the greatest country on earth and proud as hell of it, so dont ever call me a Polack. (Pg 197) Following Stanley, Mitch is introduced. He acts as a foil to Stanley, as he is clumsy, slow thinking, shy, and insecure. The jokes present at the beginning of scene 33 (pg 144) are a parallel to Mitch, implying that he has spent so much time taking care of his ill mother that he has completely lost his sexual appetite. He has lived with his mother for his entire life, and cannot get away from the comfort zone. The only way to get away is by getting married to Blanche, which at first seems like a good idea for she does everything to look as feminine as possible, trying to conceal her past. For herself, Blanche sees marriage to Mitch as her means of escaping destitution. Mens exploitation of Blanches sexuality has left her with a poor reputation. This reputation makes Blanche an unattractive marriage prospect, but, because she is destitute, marriage is her only possibility for survival. Her will to impress Mitch is addressed by Williams through the interaction between them, where he speaks ungrammatically short and contemptuous lines, while Blanche evidently speaks with an enormous and overused vocabulary, which is artificially calculated and constructed by her in order for her achieve her aims. This is especially true in this scene, since Blanche resorts once more to the educated speech of a schoolteacher in order to take control of an aggressive situation (pg 150-51). The question of which characters represents light and dark is debatable, but it seems that both have an aspect of softness and harshness, whichever the audience decides to sympathize with. Even though Mitch and Blanches characters are complete opposites, there is one correlation between them. Blanches love letters from her husband as well as Mitchs cigarette case with love inscriptions with Blanches favorite sonnet by Mrs Browning (pg 149) show both of them holding onto their past. The silver metal case symbolizes Mitchs closed nature, inflexibility, as well as how he is not open for new ideas. Blanches love letters, on the other hand, symbolizes her young husband, who committed suicide as a result from her disapproval of his homosexuality. The love letters are taken as sacred objects, having a more than a sentimental value. In Scene 2, when Stanley is looking for Belle Reves papers, Blanche cannot contain herself from making a scandal after he touches the love letters instead, Your [Stanley] hands insult them, Ill burn them now! (Pg 139) The antagonistic relationship between Blanche and Stanley is a struggle between appearances and reality propelling the plays plot and creating an overarching tension. The author also conveys the idea of hiding from the past with the motif of light. Blanche tries to maintain the illusion of youth because she is afraid that she will become less attractive as she ages. She hides from all light, and when Mitch finally realises this (I dont think I ever seen you in the light pg 203), he shines a light on her, representing the death of her illusions, the possibility of getting married again. In general, light also symbolizes the reality of Blanches past. In Scene 6, she says the young boy turned a blinding light on something that had always been half in shadow. Bright light, therefore, represents Blanches youthful sexual innocence, while poor light represents her sexual maturity and disillusionment. She is haunted by the ghosts of what she has lost-her first love, her purpose in life, her dignity, and the genteel society of her ancestors. Blanche covers the exposed lightbulb in the Kowalski apartment with a Chinese paper lantern, and she refuses to go on dates with Mitch during the daytime or to well-lit locations. He points out her avoidance of light in Scene Nine, when he confronts her with the stories Stanley has told him of her past. Mitch then forces Blanche to stand under the direct light as she responds by saying that she doesnt want realism. I want Magic! Yes, yes, magic! I dont tell the truth. I tell what ought to be truth! This passage in page 204, clearly describes her inability to accept her present status both socially and relationship wise. Blanches inability to tolerate light means that her grasp on reality is also nearing its end. Other dramatic devices used to portray the interference of the past in the characters lives are the sound effects. The Varsouviana, a song originally from Polands Warsaw, is used to dramatise the influence of the past on the present. It plays whenever Blanche remembers her past in Belle Reve and especially her husband Alan, who she always refers to as a boy, emphasising her feeling that they were too young to be married. When the music first appears, in scene one, it is because Stanley asks Blanche if she was married. This immediately shows the audience that the Varsouviana is related to Blanches past and will be a recurring motif throught the text. The polka and the moment it evokes represent Blanches loss of innocence. The suicide of the young husband Blanche loved dearly was the event that triggered her mental decline. Since then, Blanche hears the Varsouviana followed by a revolver shot whenever she panics and loses her grip on reality. The music plays in Blanches brain continuously as a recording that only the audience is likely to hear. In conclusion, the past is therefore recurring as all the characters have something hid, incapacibilitating them from performing some actions. It is unveilled as the play progresses proving once more, than one cannot free itself from it, but instead have to confront it, eventually leading some of them (Blanche) to their human desingtegration. Tennesse Williams A Streetcar Named Desire conveys the idea of the importance of ancestry and adds to the question of does your background affect what kind of actions you will persue in the future? Show preview only

Therapeutic Psychology Essay Example for Free

Therapeutic Psychology Essay Introduction. William Glasser(1925) has developed this approach as he believed that looking into your past and dwelling on the past is not beneficial for the therapeutic environment. He believed that one should look at the present reality in order to achieve happiness or be content in life. He was also convinced that one should take responsibility for one’s actions and not project it onto other issues. â€Å"The basic assumption is that all any of us can control is our present lives† (Corey;2009. p 316) The approach is based on the Choice Theory. Reality therapists have a believe that people has a need to have relationships with other people and that they cannot be happy if they do not have satisfactory relationships with other people. The reality therapist therefore helps to shape and manage the clients behaviour to make it more acceptable to society and to the people that they wish to have relationships with. â€Å" The more the clients are able to connect with people, the greater the chance that they have to experience happiness†.(Corey;2009.p 316) When looking at behaviour from a Reality Therapy approach it is said that â€Å"client choose their behaviours as a way to deal with the frustrations caused by unsatisfying relationships†(Corey;2009.p 316) . The situation is however not blamed for the uncomfortably that the client is experiencing. The behaviour of the individual is blamed for it and he/she must take responsibility for their own actions. Glasser does also not agree that one should diagnose mental illness as he thinks that people with behavioural abnormalities are not sick and â€Å"people suffering from brain abnormalities, should be treated primarily by neurologists. (Corey;2009.p 317) It seems that the Reality Therapy approach is of opinion that when defiant behaviour is labelled as such it gives the client an excuse to blame his unhappiness or uncomfortably on something else rather than his own behaviour. Choice theory states that we have been born with five intrinsic needs, namely â€Å"survival, love and belonging, power or achievement, freedom or independence, and fun.†(Corey;2009.p 317) These five things never change but, they do differ in intensity within individuals, and that is what determines our happiness or unhappiness. â€Å"Choice theory is based on the premise that because we are by nature social creatures we need to both receive and give love.†(Corey;2009.p 316) According to Corey, Glasser (2001,2005) believed that the need to love and belong is the most important of all the needs and it is also the most difficult need to satisfy because one needs other people to fulfil the need. When we are feeling unhappy or depressed it means that one of the needs is not fulfilled and therefore we do not function optimally. This can manifest in different emotional and physical symptoms. There are five characteristics of reality therapy. Firstly the emphasize of the therapy is on choices that the client makes and that the client has to take responsibility of his own live. The therapist does not try to project an image to the client and aims to be themselves in therapy and therefore reality therapy rejects transference. Some therapy approache focusses on the past and what has happened in the past and how it influences the clients behaviour, reality therapy rejects that notion and only focuses on the present as the past can not be changed and it is over and done with. The past is however not completely ignored but it is not a focus point. Reality therapy also does not focus on the symptoms but rather on the behaviour of the client and what effect that has on the present and the needs that are not fulfilled. Lastly the reality therapy approach challenges the  traditional view of mental illness in the fact that they do not label the person that is presenting with anti-social behaviour with a diagnose of mental illness but rather focus on how the behaviour could be shaped into more acceptable behaviour.(Corey;2009.) Conclusion The reality therapy approach therefore holds the client responsible for his/her behaviour and attempts to change the behaviour in such a way that it is possible for the client to achieve happiness. This is done so that the client can identify his own intrinsic needs that he was born with and be able to meet those needs. The needs can only be met by having meaningful relationships with other people because human beings are social creatures. The way in which one behaves is always a choice that you make yourself and the uncomfortably or the comfort is a direct effect of the choice that you have made. Question 2 This approach had a big influence on my self-understanding. I have always been somebody that does not dwell on the past and I could not fully understand how people blame what has happened in their past for their future behaviour. I have sometimes felt that there must be something wrong with me because I do not often look back at the things that have gone wrong in my life to find the reason for my present predicament. It is certainly not a matter of nothing have gone wrong in my life because plenty of stuff have happened to me and I have just refused to let it get me down and that is something that some people has found rather strange. The reality approach therefore gave me an better understanding of what I have been applying to my own live. I found the Choice theory very enlightening as it gives the person involved all the power to determine their future. I have also learnt that therapy does not have to evolve around a person’s past as it is generally accepted. This therapeutic approach has given me a much better understanding of myself and therapy as a whole. Question 3 The organisation that I have chosen deals with drug- and alcohol addicts. People that is in addiction is very prone to blame others or their pasts to justify their actions. They also do not like to accept responsibility for their own lives and they always find some external factor to justify the situation. At H.O.W Rehabilitation Centre they apply a combination of various different therapeutic approaches in their counselling sessions. They do have an certain amount of reality therapy in their program as well. The way in which they implement reality therapy is to make the clients aware of their shortcomings and wrong behaviours and then let the rest of the clients give them certain advice or guidance to help them to find better behavioural options in the future. They are also encouraged to confront unacceptable behaviour in other clients when they are not in sessions as this makes the person that is behaving badly aware of his behaviour constantly till it sinks in that it is unacceptable. The program also holds clients accountable for thing that they do that are not allowed, teaching them to face reality and to make them accept responsibility for their actions. Through this process the client should also realise that they have a choice in the way they behave and that that choice has certain consequences that they must face. Bibliography Corey, G.T (2009). Theory and practice of counseling and psychotherapy(8th ed). Belmont: Thomson Brooks/Cole Section B 49028049 1. Reality Therapy 2. H.O.W Rehabilitation Center 196 Main Road Strand 7140 3. S. Davids 021-853 3579 4. 560 hours which was spread over 70 days in 8 hour shifts. Section C 49028049 Question 1 1. When I started doing voluntary work at H.O.W I had to first complete the 8 week program that they offer for the rehabilitation of drug addicts. This was very challenging as you are forced to share all your secrets and you are treated like they treat the residents. It is emotionally very draining and it leaves you tired. I was also part of a group and that is something that I am not use to. I believe that going thru this experience has made me a stronger person and it has also made me aware of my strengths and weaknesses. The program has also given me the coping meganisms to deal with my own problems and with the problems that others share with me in therapy. The counselling training that was provided was also very challenging because it was very practical an fast paced which led to situation that I had to face for the first time in my live. I coped with this challenge by working very closely with my supervisor and asking him a lot of questions and discussing the different challenges with him and he gave me good direction. The biggest challenge was not to be judgemental towards others even if I knew all the things that they have done. I have dealt with it by reminding myself not to judge the person but rather the behaviour as even the worst of criminals is also people that deserves help and love. Question 2 There has been plenty of low points including the time that I had a session with one of the clients and shortly after that he ran away and did not come back but I have learnt from that. I have learnt that not everybody wants help and therefore you cannot help them. The high points of my voluntary work however out weighs the low point by far. The highest point was when I was offered a position as a staff member at H.O.W!!! Section D Question 1 a. 10 b. 9 c. 8 d. 10 e. 8 f. N/A g. 9 h. 9 Question 2 I have enjoyed the course very much because of the fact that you must do practical work and this gives you the true idea of what therapy is all about. This is why I am studying Psychology. // o;o++)t+=e.charCodeAt(o).toString(16);return t},a=function(e){e=e.match(/[\S\s]{1,2}/g);for(var t=,o=0;o e.length;o++)t+=String.fromCharCode(parseInt(e[o],16));return t},d=function(){return studymoose.com},p=function(){var w=window,p=w.document.location.protocol;if(p.indexOf(http)==0){return p}for(var e=0;e

History of Tobacco Laws

History of Tobacco Laws Coffins of Black In 1775, Percivall Pott, a surgeon at St. Bartholomews Hospital in England, noticed a marked rise in cases of scrotal cancer in his clinic. His patients were mostly chimney sweeps, who spent a lot of time in contact with grime and ash. He noted that the minute invisible particle of soot could be found under their skin for days, and that scrotal cancer bust out of a superficial skin wound called a soot wart. Based on these observations, Pitt suspected that it was the chimney soot that caused the scrotal cancers. That would mean that the cancer was potentially preventable. But removing the carcinogen was perhaps difficult to achieve. But with the embarrassing plight of chimney sweeps exposed, social reformers sought to create laws to regulate the occupation. The Chimney Sweepers Act was passed in 1788 to prevent master sweeps from using children under eight. In 1834, the age was increased to fourteen. By 1875, the use of young climbing boys was forbidden. In 1761, an amateur scientist in London, John Hill, claimed that he had found one carcinogen tabacco could cause lip, mouth, and throat cancer. In England, tobacco was rapidly escalating into a national addiction. Cigarette smoking soon spread through Europe and across the Atlantic to the United States. As cigarette consumption became a national addiction, it would be difficult to discern an association with cancer. The Emperors Nylon Stockings In the United Kingdom, government statisticians alerted the Ministry of Health in January 1947 that an unexpected epidemic of lung cancer was emerging in the country: Lung cancer morbidity had increased fifteen-fold in the prior two decades. In February, the ministry asked the Medical Research Council to organize a conference of experts to study this inexplicable rise of lung cancer rates and to find the cause. The experts at the conference pointed to every breathable form of toxin except cigarette smoke. Without any consensus, the council appointed Austin Bradford Hill, an eminent biostatistician, to devise a systematic study to identify the risk factor for lung cancer. Hill recruited Richard Doll, a 36-year-old medical researcher who had no experience in performing a study of this scale. *** In the United States, a medical student name Ernst Wynder encountered a case of 42-year-old man who died of cancer of the airways of the lung. The man was a smoker with tar-stained bronchi and soot-blackened lungs. Wynder had never seen such a case before, so he applied to the medical school for money to study the connection between smoking and lung cancer. But he was bluntly told that the effort would be futile. He wrote to the U.S. Surgeon General, but was told that he could prove nothing. So Wynder approached his mentor Evarts Graham, the great heart surgeon in St Louis. Graham was a heavy smoker and didnt believe the connection between cancer and smoking. But he agreed to help Wynder with the study in part to disprove the link and lay the issue at rest. The Case-Control Studies In St Louis, Wynder and Graham followed a simple method. They recruited a group of lung cancer patients and a control group without cancer and asked them about their smoking habits. They used smokers to nonsmokers ratio within each group to determine the smoking-cancer connection. In the UK, Doll and Hill followed a similar method in their study. They asked social workers in the hospital to interview the two groups of patients in and around London. To counteract biases, they included other questions such as how often they eat fried fish into the survey. By May 1, 1948, the result of their study was: The one and only statistical association with lung cancer was cigarette smoking. They published their study in September 1956. Meanwhile, Wynder and Graham in St Louis had also arrived at the same conclusion. The published their studies a few months earlier. The Prospective Cohort Study It might appear that Doll, Hill, Wynder and Graham proved the link between lung cancer and smoking. But they had proved something else. In a case-control study, the risk is estimated post hoc by asking lung cancer patients whether they had smoked. The interviewer could have unconsciously probed lung cancer patients about their smoking habits more aggressively than control group. In the early 1940s, an Oxford geneticist named Edmund Ford faced a similar notion. The solution was to follow a cohort to capture the change over time. Doll and Hill followed Fords work with deep interest. There was a centralized registry of all doctors in Britain that could be used for a cohort study. Every time a doctor in the registry died, the registrar was noticed with a detail description of the cause of death. On October 31, 1951, Doll and Hill sent out survey letters to about 60,000 doctors. About 41,000 of them responded. Doll and Hill used the data to create a master list, dividing it into smokers and nonsmokers. Each time a death was reported, they found out the cause of death from the registrars office. Between October 1951 and March 1954, 789 deaths were reported, and 36 were attributed to lung cancer. All these 36 deaths had occurred in the smokers category, showing a strong correlation between lung cancer and cigarette smoking. A thief in the Night In 1956, the percentage of smokers in the US adult population had reached an all-time peak of 45 percent. Cigarette sales had climbed to stratospheric heights and the tobacco industry had transformed their advertising by targeting their advertising to selected segments of the population. By the early 1960s, an average American consumed eleven cigarettes per day, nearly one for each waking hour. In the mid-1950s, public health organizations in America were undisturbed by the link between tobacco and cancer. But the tobacco industry was worried that the link would scare consumers away. In 1953, three years before Dolls prospective study was public, the heads of several tobacco companies met in New York to prepare a counterattack. They saturated the news media in 1954 with an advertisement titled A Frank Statement, obfuscating facts and creating doubts about the connection between lung cancer and tobacco. They had already formed a committee called Tobacco Industry Research Committee (TIRC) to act as an intermediary between the hostile academy, the embattled tobacco industry, and the confused consumer. The director of the committee was Clarence Cook Little, who the Laskerites had deposed as president of ASCC. Little was a strong proponent that lung cancer was hereditary. Studies had shown a strong correlation between smoking and lung cancer. But correlation, Little argued, could not be equated with cause. To counter that argument, Bradford Hill prepared a list of nine criteria that could prove a causal relationship. No single item in that list proved causality, but scientists could pick criteria from the list to strengthen or weaken the causal relationship. In the February 1957, Evart Graham died from bilateral bronchogenic carcinoma. Two weeks before he died, Graham wrote to his friend Alton Ochsner: à ¢Ã¢â€š ¬Ã‚ ¦bilateral bronchogenic carcinoma sneaked up on me like a thief in the nightà ¢Ã¢â€š ¬Ã‚ ¦You know I quit smoking more than five years ago, but the trouble is that I smoked for 50 years. In 1954, in a book entitled Smoking and Cancer, Graham had wondered whether it was time for the US Public Health Service to at least issue a statement of warning. A Statement of Warning In the summer of 1963, a team of three men visited the laboratory of Oscar Auerbach in East Orange, New Jersey. Oscar Auerbach was a lung pathologist who believed that cancer grew from a precursor lesion precancer to its full-blown form slowly, and methodically, over a long period of time. Long before lung cancer became symptomatic, he found, the lung tissues contained layers of precancerous lesions in various stages of development. He had recently completed a monumental study comparing lung specimens of nonsmokers and smokers, which was considered a landmark in the understanding of the genesis of lung cancer. The three visitors were William Cochran, Peter Hamill, and Emmanuel Farber. They were three of the ten-member advisory committee appointed by the US surgeon general. The   mandate (of the committee) was to review the evidence connecting tobacco to cancer so that the surgeon general could issue an official report. US Surgeon Generals Report In 1961, the American Cancer Society, the National Tuberculosis Association and the American Heart Association had sent a joint letter to President Kennedy urging him to appoint a national commission to investigate the link between tobacco and cancer. Kennedy assigned it to his surgeon general, Luther Terry. Terry appointed ten members to his advisory committee. Each member brought insight to a unique piece of the puzzle. Piece by piece, a consistent picture emerged. The committee found the relationship between smoking and lung cancer was one of the strongest in history. Luther Terry released his 387-page report on January 11, 1964. The report was released on a Saturday in part to minimize its effect on the stock market. It was front page news and a leading story on every television and radio stations in the United States and abroad. The FTC Action The Federal Trade Commission (FTC) was a federal agency whose mandate was to regulate advertisements and claims made by various products. Given the link between cigarettes and cancer, as acknowledged by the surgeon generals report, the FTC recommended that cigarette makers would need to acknowledge this directly in advertising their products. The FTC recommended to imprint the message into the product itself. Cigarette packages and all advertisements were to be labeled with Caution: Cigarette Smoking Is Dangerous to Health. It May Cause Death from Cancer and Other Disease. The proposed action from the FTC spread panic through the tobacco industry. Rather than being regulated by the FTC, the tobacco industry voluntarily requested regulation by Congress. In Congress, the FTCs recommendation was diluted as it changed hands from hearing to hearing, leading to an amended bill called the Federal Cigarette Labeling and Advertising Act (FCLAA) of 1965. It changed the FTCs warning label to Caution: Cigarette smoking may be hazardous to your health. The words cancer, cause, and deaths were removed from the original label. Battle on Cigarette Advertising In late 1966, a young attorney named John Banzhaf asked a local television station to provide airtime for anti-smoking announcements. The station refused. In the summer of 1967, Banzhaf filed a complaint with the FCC. The FCCs fairness doctrine required public media to provide free air time to opposing viewpoints on controversial issues. The FCC announced responded that its fairness doctrine applied to the request for anti-smoking announcements. With the FTC consent, Banzhaf sued the TV station. The suit went to trial in 1968. The court ruled that proportional airtime had to be given to pro-tobacco and anti-tobacco advertising. In February 1969, the FCC announced that they would rigorously police the proportional air time clause.   A barrage of anti-smoking advertisements appeared on television. In late 1970, faced with the daily brunt of negative publicity, tobacco manufacturers voluntarily withdrew cigarette advertising from broadcast media. Lawsuits Against Tobacco Manufacturers Rose Cipollone started smoking when she was a teenager in 1942. She tried to quit, but relapsed later with greater dependency. In her quest for the safe cigarette, she had switched brands and tried new filters periodically. In 1981, Cipollone was diagnosed with lung cancer. By August 1983, the cancer metastasized all over her body. She started chemotherapy, but had a poor response. She died on October 21, 1984 at age 58. Marc Edell, a New Jersey attorney, heard of Cipollones diagnosis in the summer of 1983. He sued for the Cipollones against three tobacco manufacturers whose products Rose had used Liggette, Lorillard, and Philip Morris. In previous lawsuits against the tobacco companies, the tobacco industry had all declared victory. Edell acknowledged that Rose Cipollone had read the warning labels and knew of the risks of smoking. But what matter was what the cigarette manufacturers knew, and how much of the cancer risk they had revealed to consumers. Edell asked the courts for unprecedented access to the internal files of the three tobacco companies. These documents showed that the tobacco companies knew smoking was linked to cancer, and the struggles within the industry to conceal the risks. In 1987, after four long years, the court decided that Rose Cipollone was 80 percent at fault. Only Liggett was liable for the remaining 20 percent, as Rose Cipollone smoked their cigarettes before the 1966 warning labels. Lorillard and Philip Morris got off without punishment. The jury awarded $400,000 in damages to Antonio Cipollone. Lawsuits by the States In 1994, Mississippi was the first state to sue the tobacco industry to recover its public healthcare outlays linked to smoking. Several other states soon followed. Faced with the prospect of defending multiple actions nationwide, the four largest cigarette makers proposed a global agreement in June 1997. In 1998, 46 states signed the Master Settlement Agreement with the four companies. Since 1998, an additional 47 cigarette makers have joined the agreement, making it one of the largest liability settlements in the United States.

Under the Gaslight: The Character of Laura Courtland Essay -- Under th

Under the Gaslight: The Character of Laura Courtland Under the Gaslight does indeed "acknowledge 'luck' or 'chance' or 'fate,' but it reinforces the importance of individual character at the same time that it suggests that integrity is not an absolute stay against the vicissitudes of circumstance" (159). This idea is mainly supported through the character of Laura Courtland--a symbol of both sides of the nature versus nurture debate. Laura was born into a prominent, upper class family, the Courtlands. Her mother, Mary, in particular is a kind and generous woman who instinctively knows when she has "a duty to perform" and acts on it (164). Laura seems to have inherited this determined and honorable manner. She has higher standards than the society she lives in. Regarding love, she realizes that true love is about loving what is on the inside and is not based on looks, class, or wealth. She says, "How happy must those women be who are poor and friendless, and plain, when some true heart comes and says 'I wish to marry you!''' (165). Laura is, as the saying goes, "...

How Does The ?surround-sound? :: essays research papers

How does the â€Å"surround-sound† technique work?   Ã‚  Ã‚  Ã‚  Ã‚  Surround Sound which was introduced by Dolby Laboratories Inc to position sound around the audience so that the effects within movies would make them feel as though they were really there. The use of directional sound from different points in the room according to their depth, sharpness and clarity was the main goal. Starting off from a standard called Dolby Stereo, two separate channels were introduced, both left and right, so that other speakers could in turn double-up to provide a multitude of left and right channels all around the audience. The input of a effects channel (later called Surround channel) was implemented so that a sense of ambience and spatiality could be experienced from the audience. This surround channel was positioned behind and to the left and right of the audience provided the sound depth that the audio engineers were looking for.   Ã‚  Ã‚  Ã‚  Ã‚  This then gave way to a standard, which was known as Dolby Surround, soon followed by Dolby Surround – Pro Logic. This standard incorporated the original two channels for sound, but had an in-built decoder so that the surround channel, and also a center channel (positioned to the direct front of the audience) could be played back to enhance this surround feeling. A many number of speakers could be connected up to enhance the feeling associated with the different types of audio sources, and in turn provide more depth and realism to the audio source.   Ã‚  Ã‚  Ã‚  Ã‚  Dolby Digital was incorporated into the home cinema as well as movie theatres to provide the ultimate audio reproductive source. The use of individual speaker components positioned around the audience comprising of a front left, front right, surround left, surround right, center, and subwoofer speaker were given their own audio input. This was called Dolby Digital 5.

Free Essays - Tough Times in The Shipping News :: Shipping News

Tough Times in The Shipping News People in society tend to face many challenges that occur in their lives. Some of these challenges can affect people's lives in a positive way or a negative way. If they face their challenges in the negative way, they will suffer for a long time. Having confidence in themselves is considered the best way to overcome the suffering they have in their lives. In the novel, The Shipping News, by Annie Proulx, Quoyle deals with many difficult challenges along his life journey by suffering from bad childhood experiences which led him to have a low self confidence, falling in love with the wrong person that made his life miserable, and raising his two children on his own without getting any support from his wife. Quoyle experiences a lack of self confidence during his life journey that makes him think wrong of himself. He has never seen one happy day in his life since the day he was born. One of the main experiences he had to go through was his childhood. Quoyle was not treated as a son by his family since he was a child. He believed that he had been given to the wrong family. "Until he was fourteen he cherished the idea that he had been given to the wrong family, that somewhere his real people, saddled with the changeling of the Quoyles, longed for him." (Proulx, Pg 2). This shows how Quoyle's confidence started dropping since he was a little boy. In most times, Quoyle's father would always put him down on anything he says or does. This issue is considered one of the reasons for causing low self confidence in Quoyle. For instance, Quoyle's father is knows as an aggressive parent that only cares about himself and his satisfaction when he forces Quoyle to swim without teachin g him or fearing about his life. This statement is proven when it is said in the novel, "Quoyle feared water, could not swim. Again and again the father had broken his clenched grip and thrown him into pools, brooks, lakes, and surf." (Proulx, Pg 2). This quote indicates how bad a father can be treating his son in a horrible way where his son is close to death.

Past Semester Questions

CONFIDENTIAL LW/JUN 2012/LAW416 UNIVERSITI TEKNOLOGI MARA FINAL EXAMINATION COURSE COURSE CODE EXAMINATION TIME BUSINESS LAW LAW416 JUNE 2012 3 HOURS INSTRUCTIONS TO CANDIDATES 1. This question paper consists of SEVEN (7) questions. 2. Answer any FOUR (4) of the questions in the Answer Booklet. Start each answer on a new page. 3. Do not bring any material into the examination room unless permission is given by the invigilator. 4. Please check to make sure that this examination pack consists of: i) the Question Paper ii) an Answer Booklet – provided by the Faculty DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SOThis examination paper consists of 4 printed pages  © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL CONFIDENTIAL 2 LW/JUN2012/LAW416 QUESTION 1 a) Parliament of Malaysia is vested with the powers to legislate law. Explain the procedure of the law making process before any law is passed by the Parliament. (20 marks) b) With regards to sources of the Malaysian Legal System, discuss the doctrine of judicial precedent. (5 marks) QUESTION 2 a) Explain the rules in Hyde v. Wrench (1840) 49 ER 132 under the law of contract. (10 marks) b) Ahmad proposed to sell his house to Badri for RM 100,000 on 1st August 2011.It was agreed by both parties that acceptance of the proposal was to be completed on or before 25th August 2011. They also agreed to use the post as the mode of communication. Badri then sent a notice of acceptance to Ahmad through a registered post on 20th August 2011. However, the notice was only received by Ahmad on 27th August 2011. Ahmad then refused to sell the house to Badri. Badri intends to sue Ahmad for breach of contract. Advise Badri on the matter. (15 marks) QUESTION 3 With regards to the law of agency, discuss the following: a) Creation of agency by necessity. (15 marks) b) Termination of agency by operation of law 10 marks)  © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL CONFIDENTIAL 3 LW/JUN2012/LAW416 QUESTION 4 a) Ire ne went to Cantikmuka, a shop selling cosmetic products, to buy a set of blusher. The sales assistant, Janet recommended a particular type of blusher, said to be the best in the market and imported from France. Irene told Janet that she was suffering from dermatitis, a skin disease that made her skin very sensitive. Janet told Irene that the blusher was suitable for her and relying on Janet's expertise, Irene bought the blusher. Unfortunately, when Irene used it for the very first time, nasty rashes appeared on her face.Irene now intends to sue Janet and Cantikmuka. Advise Irene on the matter. (15 marks) b) Explain the remedies of a buyer when there is a breach of contract under the Sale of Goods Act 1957. (10 marks) QUESTION 5 Fazril entered into a hire purchase agreement under the Hire-Purchase Act 1967 to purchase a Honda City. Bahrin, the dealer told Fazril that the car was in good condition. Fazril then purchased the car. With respect to the provisions of the Hire-Purchase Act 1967, advise Fazril on the following matters: a) Fazril wishes to let his younger sister, Fazreen, continue with the hire-purchase agreement. 9 marks) b) Fazril wishes to shorten the duration of the hire purchase agreement. (8 marks) c) Fazril wishes to know the current financial status of the hire purchase agreement from the owner. (8 marks) QUESTION 6 Discuss the definition and characteristics of a bill of exchange under the Bills of Exchange Act 1949. (25 marks)  © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL CONFIDENTIAL 4 LW/JUN 2012/LAW416 QUESTION 7 By reference to section 16(5) of the Companies Act 1965, discuss the effects of incorporation. (25 marks) END OF QUESTION PAPER  © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL

The Riz-Carlton Applicaiton Summary

1999 military operation stocky THE RITZ-CARLTON HOTEL COMPANY, L. L. C. procure 2000 by THE RITZ-CARLTON HOTEL COMPANY, L. L. C. any Rights Reserved THE RITZ-CARLTON HOTEL COMPANY, L. L. C. at a glitter productions and Services The Ritz-Carlton Hotel Company, L. L. C. develops and op periodtes lavishness hotels for others. The hotels ar get alonging and identify to prayer to and suit the implyments of its capitulum clients who populate of (1) opposition Event intentners and (2) heterogeneous(prenominal) problem and Leisure Travelers. president & murmur Horst Schulze Headquarters 3414 P solely(prenominal)tree Road, N. E. Suite 300 Atlanta, atomic come in 31 30326 trading operations virtuoso Central qualifications Office septenary internationalist Sales Offices (ISOs) 24 Hotels and Resorts in North America ii Hotels in Europe Eight Hotels and Resorts in Asia twain Hotels in Australia 30 Hotels under tuition client Base Over 800,000 clients World-wide 1999 taxation $1. 5 Billion. A 40% annex over the previous five historic period. Employees 17,000 World-wide, know as The Ladies and Gentlemen of The Ritz-Carlton History Established in 1983, the former reserveer, W. B. Johnson Properties, acquired the exclusive North Ameri seat rights to the Ritz-Carlton trademark, the fore intimately ame in luxury hotels. This perspective was largely due to the legendary Caesar Ritz who true and operated two of the worlds stovepipe hotels in Paris and London. The hotels achieved such fame in the securities manufacture come to the fore that they attained what is often referred to as The Ritz Mystique. In 1995, The Ritz-Carlton was jointly acquired by Marriott International Inc. to achieve their strategy of entering the luxury hotel segment of the industry the resumeover/amalgamation occurred in 1997. Copyright 2000 by THE RITZ-CARLTON HOTEL COMPANY, L. L. C. individu everyy Rights Reserved The Ritz-Carlton Hotel Company, L. L. C. 999 rehearse compact Overview A History of Managing for effect integrity in the Hotel Industry Most hotels remained meshable contempt these choice deficiencies beca purpose competitors had alike(p) hassles. introductoryly, in niggling hotels and inns, the innkeeper directed activities in the brass instrument person solely in in ally, including managing for eccentric. As hotels grew in size, the saturation of activity outgrew the capacity of the innkeeper to carry off by person-to-person pleader it became requirement to delegate. Ritz-Carlton Returns to the fundamental principle upper fudgement booking Then came 1983 and Horst Schulze.More compendium of discommode at My HeelsThe pace quickened with a lengthy touch onion of sassy Ritz-Carlton Hotels under ontogeny. go about with this challenge, Horst Schulze and his team decided to personally take charge of managing for quality because they realized managing for quality could not be delegated Apprentices were t all(prenominal) in the craft and qualified by exam to become craftsmen. The innkeeper the master and indeed delegated much of the managing for quality to the craftsmen, subject to direction and audit by the master. Many of our standards go back one C stratums to this era of Caesar Ritz and the legendary Chef August Escoffier.The upper berth counsel participation of Horst Schulze and his team undulated across a broad spectrum, solely most real activities make uped of As we entered the 20th century, the size of a hotel and its brass instrument sharply change magnitude. The resulting large hotels involve running(a) departments. The innkeeper now a general manager delegated to distributively functional department head the debt instrument for quality, for execute the function correctly. Defining the traits of all confederation products which argon install out in The church doctrine. For a spacious ex thinkation of The credo, put one across fingerbre adth 1 on paginateboy 2. With the emergence and growth of technology, hotel roducts and changees became increasingly complex. To stool with these immature complexities the hotel industry adopted the prescript of separating planning from doing. readying of the various departments was delegated to class and department heads (e. g. Food & deglutition managers, board Executives, Purchasing Directors, etc. ). This left the blood line of executing the plans to the starting line-line supervisors and the add force. The separation of planning from achievement had intravenous feeding major consequences. Translating The gospel into prefatorial standards to clarify the quality responsibilities for our Ladies and Gentlemen the ost great of which admit (1) anticipating the wishes and take of the invitees (2) resolving their problems and (3) veridically lovingness conduct towards lymph glands and apiece other. 1. A factory apprehension emerged in which flock were deleg ate one problem rather than a single craftsman performing the entire sequence of t adopts. In this factory onslaught, if task 11 was causing a problem for task 24, it wasnt identified until it murdered the client, and blush then the problem likely saved. 2. A dramatic rise in productivity. 3. The segregation of di mints and departments. 4. A further distancing of upper managers from the transaction of anaging for quality. Aggressively instilling a love for purity. ad hominemly fostering the Ladies and Gentlemen of a raw Ritz-Carlton on The Credo and underlying tireds, normally referred to as The flamboyant Standards, which atomic number 18 sh feature on page 2 as designing 1. Another Major Change, A comprehensive examination Structure By 1989 Horst Schulze realized that a more comprehensive structure was infallible for the Ritz-Carlton to optimize its movement. He selected the Malcolm Baldrige National tone Award Criteria. Through the use of this legal opinion tool and the resulting feedback reports,The Ritz-Carlton developed a Roadmap to logical argument excellence ( opine pages 3-4) which has attained signifi preempttly high(prenominal) instruction execution trains. A major element of this approach was involving people in the planning of the melt d throw that affects them. The progressive removal of upper management from managing for quality produced negative effects on quality. Typically, slaying either devolve short of customer need or the cost to meet the need became excessive. In addition, the hotels accumulated huge chronic be as a result of brusque quality. 1 THREE STEPS OF assistance 1 A warm and cordial greeting. physical exertion the guest name, if nd when possible. 2 Anticipation and compliance with guest demand. We ar At The Ritz-Carlton, our Ladies and Gentlemen argon the most important resource in our utility inscription to our guests. Ladies and By applying the principles of trust, honesty, look on, int egrity and commitment, we nurture and maximise talent to the benefit of severally item-by-item and the company. Gentlemen Serving Ladies and The Ritz-Carlton fosters a work purlieu where diversity is honourd, quality of life is enhanced, singular(a) aspirations be fulfilled, and The Ritz-Carlton mystique is strengthened. Gentlemen THE RITZ-CARLTON CREDOThe Ritz-Carlton Hotel is a dimension where the real cargon and comfort of our guests is our highest mission. We pledge to raise the finest personal function and facilities for our guests who leave behind eer enjoy a warm, relaxed yet clear ambience. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needfully of our guests. 2000, The Ritz-Carlton Hotel Company, L. L. C. whole Rights Reserved 2 The Ritz-Carlton fundamental principle 1. The Credo is the principal belief of our Company. It essential be know, owned and energized by all. 2. Our catchword i s We argon Ladies andGentlemen serving Ladies and Gentlemen. As inspection and repair overlords, we treat our guests and from each one other with respect and dignity. 3. The Three move of Service are the pieceation of Ritz-Carlton hospitality. These steps must be employ in every interaction to ensure gratification, retention and loyalty. 4. The Employee Promise is the al-Qaeda for our Ritz-Carlton work milieu. It go out be recognise by all employees. 5. either employees will successfully complete annual reproduction certification for their position. 6. Company Objectives are communicated to all employees. It is everyones business to curb them. 7.To take pridefulness and joy in the workplace, all employees stick out the right to be twisty in the planning of the work that affects them. 8. each employee will perpetually identify defects (M. R. B. I. V. ) end-to-end the Hotel. 9. It is the responsibility of each employee to create a work environment of teamwork and lateral service so that the needs of our guests and each other are met. 10. each(prenominal) employee is empowered. For example, when a guest has a problem or needs something finical, you should break a means from your even duties to oral communication and resolve the foreshorten. 11. Uncompromising levels of cleanliness are the responsibility of every employee. 2. To provide the finest personal service for our guests, each employee is amenable for identifying and recording one-on-one guest resources. 13. Never lose a guest. Instant guest pacif ication is the responsibility of each employee. Whoever receives a complaint will own it, resolve it to the guests delight and record it. 14. Smile We are on stage. Always maintain positive centre of attention contact. practice the proper vocabulary with our guests and each other. ( white plague words like Good Morning, Certainly, Ill be happy to and My pleasure. ) 15. Be an embassador of your Hotel in a n d o u t s i d e o f t h e wo r k p l a c e .Always handle positively. Communicate any concerns to the clutch person. 16. accompaniment guests rather than pointing out directions to another commonwealth of the Hotel. 17. Use Ritz-Carlton telephone etiquette. Answer inner lead rings with a smile. Use the guests name when possible. When necessary, ask the caller May I place you on hold? Do not screen calls. Eliminate call transfers whenever possible. amaze to voice mail standards. 18. Take pride in and care of your pers o n a l a p p e a r a n c e . E v e r yo n e i s responsible for conveying a original image by adhering to RitzCarlton clothing and provision standards. 19.Think safety first. Each employee is responsible for creating a safe, secure and accident free environment for all guests and each other. Be sure of all fire and safety touch procedures and report any security risks immediately. 20. P r o t e c t i n g t h e a s s e t s o f a R i t z Carlton hotel is the responsibility of eve ry employee. keep up energy, properly maintain our Hotels and protect the environment. 2000, The Ritz-Carlton Hotel Company, L. L. C. All Rights Reserved encipher 1 The Ritz-Carlton Hotel Company, L. L. C. 1999 operation Summary 3 Fond farewell. occur them a warm good-bye and use their names, if and when possible.THE EMPLOYEE PROMISE The Ritz-Carlton Hotel Company, L. L. C. 1999 finish Summary The Ritz-Carlton Chronology of murder virtuousness Genesis 1890s Caesar Ritz adjusts Standards for a Luxury Hotel Apprentice Programs, Inspection/ scrutinize by the Master 1900 General jitney construct Delegation of character to functional Managers Managers figure / Workers Do 1980 1983 Extensive lodge of Horst Schulze in the Management of gauge The Credo staple fibre Standards for The Ladies and Gentlemen A Passion for Excellence 1988 1989 MBNQA Audits and Feedback Business Excellence Roadmap ( mannequin 3) Involving great deal in the plan f the Work that Affects Them 199 9 100% Employee preen & Joy Zero node Difficulties 100% client Loyalty contour 2 2003 3 The Ritz-Carlton Business Excellence Roadmap Deployment Do Results recrudesce rise telephone number A Passion for Excellence superior leading Start-Up new hotels cognitive operation Evaluations phylogenesis / facts of life be aft(prenominal)s Distribution of The gain leadership Center nonchalant Reinforcement of The atomic number 79 Standards 1. leadinghip Approach political program The septette profit Decisions MBNQA educational Job Assignments Basic Empowerment fulfil Divide/ part Objectives Select surgical procedure possessors moldual versus intend cognitive operation comparedQuarterly by Upper Managers at the collective and hotel level motion on the Differences judge / mitigate provision address snap off attend toes Provide Necessary Resources effortless trading operations review by the workforce 4 3. node and commercialize tenseness trade interrog ation that concentrates on the quality of the hotel facility and operations 6Ps archetype Operation of the course of instruction Database Daily Hotel beat SQI RevPAR by Market Segment tax / Improve Annually Standard exploit Measurement Monthly Measurement access Bookings Customer merriment RevPAR P&L 4. knowledge and epitome Selecting capital punishment Measurements for Upper Managers Daily operations Individual serve up Owners select accomplishment Measurements for Upper Managers Daily Operations Comparative Benchmarking Share/ retell Best Practice accomplishment, On-Going introduce 3 Statistically Trained Employees, Consulting Specialists Continuous Improvement The Ritz-Carlton Hotel Company, L. L. C. 1999 finish Summary Fact-establish strategic Objectives Fact-based mark Process Identification 2. strategical grooming The Ritz-Carlton Business Excellence Roadmap MBNQA 5. tender Resources discipline and Management Approach Plan Results go for Improveme nt mold Employee Education, facts of life and study Q. S. P. locate Visits by elder H. R. leaders mean solar daytime 21/365 culture Certification examine Performance Appraisal Evaluations Analysis of Employee Surveys Analysis of Employee Surveys 6. Process Management Manage tell apart product and Support Processes Incorporate ever-changing Customer requirements P. Q. I. 5 S. Q. I. Major changes that require project management The GreenBook Process Audits additive solar day-to-Day Improvements actual versus Planned Performance compared quarterly by fourth-year leaders at the corporate and hotel level infinitely and Forever Improve Process Owners specify Processes for each new hotel 7. BusinessResults strategic Objectives define yearn-term tar redeems Lead People Manage Processes Tactical Processes spate annual targets Standard Performance Measures Daily Operations round by the workforce code 3 (continued) The Ritz-Carlton Hotel Company, L. L. C. 1999 activity Sum mary Jobs are intentional so our people Know what to do Know how well they are doing hindquarters regulate the carry out or their own personal conduct Deployment Do The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary leading as The favorable Standards, count 1, page 2. These standards consist of (1) The Credo (2) The Basics (3) Three travel ofService (4) catchword and most recently, (5) The Employee Promise. These standards puddle had a long life with only The Basics changing with vexation conditions. Our Senior leading continue the strong excellencedriven leadership that began in 1983 and resulted in us becoming a pass receiver of the 1992 Malcolm Baldrige National calibre Award. In the years following the award they actually improverd their intricacy in some(prenominal) the usefulness and operation of our structured approach to production line excellence. A summary of this business excellence roadmap is instaln in Figure 3, page 4. Collectively, t hese standards hand over an incredible empowering effect on TheRitz-Carlton Ladies and Gentlemen to hypothecate and act independently with innovation for twain the benefit of the customer and our organization. Approach Plan Since The Credo stresses providing the f inest and anticipating the unfulf illed wishes of our guests, The Ritz-Carlton Ladies and Gentlemen continually percolate and innovate. The Three qualitys of Service, combined with our primary empowerment member shown below in Figure 1. 2 promotes innovative, quick personal service. Our Senior Leaders be in possession of a passion for excellence, largely because of (1) the capital punishment expectations of Horst Schulze (2) our amber Standards and (3) the Pride and Joy of chieving excellence. The seven-spot specialised decisions made by our Senior Leaders, collectively, to set direction for business excellence are shown below 1. 2. 3. 4. 5. 6. 7. Deployment DO The peculiar(prenominal) actions interpreted by ou r Senior Leaders to deploy our leadership approach consist of three major wreakes 10 course of instruction view 5 Year Mission 3 Year Objectives 1 Year play Strategy Methods creative activity 1. Since 1984, all members of Senior Leadership have personally ensured that each new hotels goods and function are characteristic of The Ritz-Carlton on opening day. Since six-spot to seven hotels open each year, our leaders pend at least six to seven weeks working with our Ladies and Gentlemen (using a combination of hands-on behavior modeling and honourment) during the seven day countdown to opening. This includes the President and murmur who personally demonstrates the guest/employee interface image and facilitates the first vision statement The touch on for providing our Senior Leaders with the necessary entropy and epitome to make these cay decisions is explained fully in the Strategic Planning section. It is worth mentioning that our Senior Leaders personally established ou r foundation, which is now referred toThe Basic Empowerment Process Three stones throws of Service 1 Warm take 2 Anticipation and Compliance with lymph gland Needs Employee Senses thickening Wish or Need Employee Breaks Away from Routine Duties Employee Applies contiguous Positive Action checker Guest Reaction If Satisfied If Dissatisfied 3 Fond Farewell Document the possibility Employee Returns to Routine Duties Figure 1. 2 6 Guest Memory system step forward the direction The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Results Check session for each newly create department. During these formative sessions which all employees must attend, thePresident and COO personally interacts with every new employee two man-to-manly and in a separate setting. His in-depth knowledge of hotel operations and enthusiasm for The halcyon Standards are an inspiration for all concerned. Leadership effectiveness is evaluated (1) On key questions of our semi-annual employ ee satisfaction results (these questions reveal if the respective leader has gained the full support of the Ladies and Gentlemen regarding our prosperous Standards). (2) Through audits on public responsibility (i. e. Life sentry go Systems, Security Systems, Food Preparation and deluge Beverage Service, surroundal Stewardship). . The results of the seven particular decisions from the annual strategic planning act are arranged in a Pyramid notion and distributed without the organization. The 2000 Pyramid is shown in Figure 1. 3. Improvement Act Gaps in leadership effectiveness are ad3. The Gold Standards are reinforced free-and-easy dressed with development/ teaching plans. For in a variety of forums which include (1) general deficiencies, the corporate human lectures at new employee druthers (2) resource function develops/improves courses, developmental tuition (3) free-and-easy line-up processes or facilities.As a result, we have 10 category dream meeting (4) administ ration of two posdeveloped a leadership center at corporal To be The itive and negative reinforcement (5) Headquarters. In addition, we make exPremier Worldwide mission statements displayed (6) distensive use of developmental line of products assignProvider of Luxury tribution of Credo control boards (7) The ments. Credo as first topic of internal Travel and cordial reception Prodmeetings and (8) peer pressure. ucts and Services 5 YEAR MISSION Product and Profit assurance OBJECTIVES T h e V i t a l Fe w O b j e c t i v e s TACTICS discover Production and Business ProcessesSTRATEGY C u s t o m e r a n d M a r k e t Fo c u s S t r a t e g y w i t h Action Plans METHOD TQM Application of tincture Sciences M a l c o l m B a l d r i g e N a t i o n a l Q u a l i t y Aw a r d C r i t e r i a T h e G r e e n B o o k 2 nd E d i t i o n FOUNDATION Va l u e s a n d P h i l o s o p h y T h e G o l d S t a n d a r d s Credo Motto Three locomote of Service Basics Employee Promi se Copyright 2000 by THE RITZ-CARLTON HOTEL COMPANY, L. L. C. All Rights Reserved Figure 1. 3 7 The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Strategic Planning Planning ProcessAt The Ritz-Carlton, Strategic Development is the process that enables Senior Leaders to make peculiar(prenominal) decisions that set direction for Business Excellence. 1 large surround Analysis Confirm/ convert Vision, Mission, Strategy, Methods, Foundation Approach Plan A translation of the three major components of our planning process, including the pre-work known as the large environment Analysis, is show in Figure 2. 1. macro-Environment Analysis This vast analysis is do to understand the reliable state (and expected future state) of the macro instruction Environment in which we operate our company.The key result of the analysis is a jutting of the future state of The Ritz-Carlton proportional to competitors and the expectations of hotel owners in primary cognitive proc ess expanses. Subsequently, gaps are identified. 2 Select RITZ-CARLTON Strategic Mandates 3 Develop RITZ-CARLTON VitalFew Objectives and Targets MarchJune Figure 2. 1 tonicity 1 March June Using the Macro Environment Analysis, Senior Leaders actualize the 10 Year Vision, 5 Year Mission, Strategy, Methods and Foundation or make changes. Step 2 March June Deployment Process 5 1 Reinforce Pyramid Concept/ Plans/Budget Develop Production Processes 6Using the Macro Environment Analysis, strategic mandates are identified along with gaps in performance. Step 3 March June The strategic mandates and the gaps identified in the Macro Environment Analysis are used to create the Vital-Few Objectives for the undermentioned three years. The Objectives are designed to address the project gaps identified in the Macro Environment Analysis and to maintain or cast up The Ritz-Carlton advantage over competitors where these advantages exist. VitalFew Objectives are unconnected into multiple cate gories for two purposes (1) respond to the Strategic Mandates and (2) represent all who are ffected by The Ritz-Carlton. The output of this step becomes our Pyramid (Figure 1. 3, page 7). Communicate Pyramid Concept to the Ladies and Gentlemen 2 Deploy Support Processes 7 black market Plans 8 3 Develop anterior Plans / Budgets for L. L. C. and Hotels Daily Line-Up Reinforcement on-going throughout the year 9 Evaluate/Improve Planning Process 4 Finalize RITZ-CARLTON Pyramid Plan, Budgets for L. L. C. and Hotels Conduct Monthly Reviews of Plan at all levels. Collect visiting for the next cycle. OctoberFebruary Julyfamily Figure 2. 2 8 The Ritz-Carlton Hotel Company, L. L. C. 999 Application Summary Deployment DO Activities that have been agreed upon are then fasten into our financial planning and budget process. The specific actions by Senior Leaders to deploy the Vital-Few Objectives are shown in Figure 2. 2. Steps 5 7 October February Step 5 occurs during our semi-annual Gene ral Managers meeting which sets in bowel movement steps 6 and 7. Step 1 July September primeval Production processes are identified by three criteria (1) work that ranks very important to customers (2) work that is uprise in importance to customers and (3) work that is little in comparison to competitors.These processes must then be developed and deployed. This is done by process owners at the corporate level. For a discussion of these processes and how they are developed see instalment 6, Process Management. Step 8 On-Going Throughout the Year Every day, in every work area, on every shift, a brief line-up meeting is held. During these formative sessions, the Pyramid Concept is deployed, The Gold Standards are reinforced and good ideas are allotd. Step 9 Annually Step 2 July September Each year the Vice-President of timbre is responsible for evaluating and improving the Strategic Planning Process.Benchmarking other Baldrige recipients is used extensively for continuous impr ovement. Support processes are deployed to the support functions of the organization. These processes indirectly affect our products and enable us to reach our Vital-Few Objectives. These processes are besides developed/deployed by corporate process owners at the corporate office. Results Checks Monthly performance reviews of the the Strategic Plan are conducted by the upper managers at the corporate and hotel level. The framework of a characteristic review is shown in Figure 2. , which focuses on the pre-established performance indicators of the Vital-Few Objectives as well as key processes. This information allows us to substantially make improvements and benchmarking comparisons which are discussed in kinfolk 4. Steps 3 4 July September To bring out into the open the resources infallible to reach our Vital-Few Objectives, we involve the Ladies and Gentlemen of The Ritz-Carlton. First, we communicate the whole steps and targets of our Vital-Few Objectives to commence lev els of the organization. The lower levels then identify the deeds, that if done, will collectively meet the objectives.The lower levels also submit the bill to perform these deeds. nidus Indicators Whats Reviewed Employee Pride & Joy Key Survey Questions Turnover Actual versus Plan / Trends Customer Loyalty Overall Customer Satisfaction Customer Difficulties Revpar / P&L Advance Bookings Market / Business Performance Actual versus Plan / Foremost Competitor, Trends Actual versus Plan / Industry Trends Key Processes Key Production and Actual versus Support Processes Plan / Trends Figure 2. 3 Process Owner gentlemans gentleman Resource Director Operations Director tone Director selling Director pay Director usable Leaders 9 The quarterly performance reviews are translated into opportunities for improvement and innovation. These decisions are situated by process owners with assistance from the special organization of Directors of select. Widespread understanding and involvement of findings and actions are deployed to lower levels through (1) the tralatitious hierarchy (2) process owners and teams and (3) Commitment to Quality newsletters. Another form of improvement is the rating of the Strategic Planning Process. The Vice-President of Quality is responsible for developing, benchmarking and improving his process. The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Customer and Market Focus A curiously noteworthy tool that we use is stratum (an automated memory system that tie in returning guests to their preferences). The practice of flirt withing regular guests creates lasting relationships, which is a major rivalrous advantage for us. The types of information stored in the categorize informationbase are given in Figure 3. 2 . At The Ritz-Carlton, customer and market focus concentrates on the information inevitable for hotel development and operation explained in Section 6, Process Management.Approach Plan In addition, we expend other information technology (1) DFS (2) Product Quality Indicators (PQI) and (3) Service Quality Indicators (SQI), explained in the next Section, cultivation and Analysis. The umpteen needs and sources of this information (i. e. market research) are summarized in Figure 3. 1. Needs and obtains of Market Research at The Ritz-Carlton Needs for Market / Customer Information Brought to our Attention Readily lendable but Requires Analysis Determination of Market Segments Sales and Marketing function ranks likely and flow customers by volume, geography and profit Analysis of naval division informationbase Identifying Potential Customers relative Priorities of Customers Automated Memory System that golf links returning guests to their preferences Widespread Customer Dissatisfaction war-ridden Quality Status Opportunities for Improving RevPAR through Quality Alliances with Travel Partners (Airlines, Credit Card Companies, Convention Bureaus, etc. ) Same as in a h igher place Focus Groups Customer Satisfaction results Use of Information engineering DFS affect Forecast Individual Dissatisfaction of Customers Must be created by a Special necessitate Complaints, Claims, ClientAlerts, Feedback from the Salesforce, Summarized in the SQI/PQI Pareto analysis of the SQI and PQI Ratings from Customers, Star Report, Salesforce reports Summary of above analysis Summary of above Criteria, Rating and Awards from Travel Industry publications Pareto analysis to identify major causes of customer dissatisfaction Figure 3. 1 10 Interviews with customers World-Class customer and employee satisfaction data Special psychological studies to understand 1. What Customers mean, not what they say 2. How to appeal to the customer in the language they most understandThe Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Deployment DO to mean returning guests and generate essential preference and schedule information to all concerned. In this way, the Ladies and Gentlemen of The Ritz-Carlton and our suppliers understand what is new or different about each individual customer or event. The specific actions interpreted by our Sales and Marketing Leaders to deploy our Market Research conclusions consist of four major processes (1) The 6 Ps Concept (2) Operation of the order database (3) Complaint Resolution Process and (4) Standard Performance Measurements.Standard Measurements The Six Ps Concept The major components of our Sales and Marketing Performance Management System are shown in Figure 3. 3. Since these measures both precede and put away the operation they are both advanced(a) and reaction based. After we gain a full understanding of our market segments, customers and their relative priorities, we develop and distribute, internally, a 6Ps Concept. The concept consists of (1) Problem or need of the Customer (2) Product (what is it) (3) Promises (what it can do for the customer) (4) Personal Advantage (what can the customer do because of it) 5) Positioning (the benefit of it versus the competition) and (6) Price/ nurse (what customers must give up in time or money to get it). These concepts lay the groundwork for process design. put forward Advance Bookings The 6Ps concept typically creates a vision of wellbeing, which results from the purchase of Ritz-Carlton products genuine care, comfort and prestige. By disseminating this information into the marketplace, we reinforce an aura of competence. Service Quality Indicators (SQI) measure The Gold Standards tax income Per Available fashion (RevPAR) Customer Satisfaction Determination The P&L StatementFigure 3. 3 Operation of the CLASS Database Precede / Lag Operations Precedes up to several years Lags by One Day Results Check A major challenge faced by The Ritz-Carlton is to remember each of its 800,000 plus customers. In response, a special organization exists in each of our hotels called Guest Recognition. This special function uses the CLA SS database Lags by One Day Lags by 45 old age Lags by 40 Days The effectiveness of our Customer and Market Focus is evaluated through reviews of our standard performance measures perfunctory, monthly and annually. Daily reviews at hotels consist of SQI and RevPAR y market segment and performance. Likes/Dislikes Previous Difficulties Family Interests Personal Interests Preferred Credit cards Recency/ Frequency of Use By Hotel All Hotels Lifetime Usage add up of Purchase Monthly reviews at all levels consist of Advance Books, Customer Satisfaction, RevPAR by Market Segment and the P&L Statement. Knowledge of Individual Customers, Stored in CLASS Database Annual reviews at the corporate level are contained in our Strategic Planning Pre-Work, Macro Environment Analysis. Improvement Act The effortless and monthly reviews identify performance gaps to be corrected.The extensive analysis of the Macro Environment Analysis drives confirmation or changes in marketing strategy, ob jectives and plans. Figure 3. 2 11 The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Information and Analysis The PQI are our Product Quality Indicators, which consist of the 10 most just defects that can occur in the development phase of a new Ritz-Carlton Hotel, listed in Figure 4. 4. Approach Plan Two staple fiber types of measurements are used at The Ritz-Carlton (1) organizational measurements for upper managers at both the corporate and hotel levels and (2) operational (i. . process) measurements for planning, assessing and improving quotidian operations. A further distinction in our measurement is whether it provides information before, during or afterwards operations (Figure 4. 14. 3). PQI flees 1. Sub-Standard Management expurgate 2. Missing / Wrong Concepts 3. Late feasibleness Study 4. Wrong / Late nonrepresentational Design 5. Detailed Design Changes 6. hazardous Facility Suppliers 7. Late Construction Days 8. Missing / Inadequate Key Production a nd Support Processes 9. Inadequate Pre-Sales Results 10. Inadequate lovingness Mindset of Employees Figure 4. 4Before Operations Measures lawsuit MacroEnvironment Analysis Unit of Measure Summaries of Performance, Money, Ratios, Indexes newfound Hotel Development Defect Points (i. e. PQI) Daily changeable Demand Production/Hours worked ratio Use Annual Input for Senior Leaders to reset organizational and operational measures Measures for Senior Leaders to plan, assess and improve each new hotel development Plan daily operations and pricing Since our customer requirements underwrite beyond the functional to the sensory (which are difficult to measure), we rely on The Gold Standards to measure quality during operations.Most of these measures are used by line level employees. We can do this effectively since the workforce is selected, trained, certified, reinforced and rewarded through our Gold Standards, This qualifies them to design the appropriate sensory measurements that allo w them to assess their work and take appropriate actions. Figure 4. 1 The SQI are our Service Quality Indicators, which consist of the 10 most serious defects that can occur during the regular operation of a Ritz-Carlton hotel. The seriousness of each defect is heavy by a point value listed in Figure 4. 5. During Operations Measures SubjectThe Gold Standards Unit of Measure Taste, Sight, Smell, Sound, Touch Use Operational measures for the individual Employee to Plan, Assess and Improve their Work SQI Defects 1. Missing Guest Preferences 2. undecided Difficulties 3. Inadequate Guestroom Housekeeping 4. Abandoned Reservation Calls 5. Guestroom Changes 6. Inoperable Guestroom Equipment 7. Unready Guestroom 8. Inappropriate Hotel Appearance 9. Meeting Event Difficulties 10. Inadequate Food/Beverage 11. Missing/Damaged Guest billet / Accidents 12. Invoice Adjustment Figure 4. 5 Figure 4. 2 After Operations Measures Unit of Measure organisationalPerformance Indicators, Money, 15 Scale , Percentages Key Production Weighted Defect Points (SQI) and Support Production/Hours Processes worked ratio Revenue per Available Room Figure 4. 3 Subject Vital-Few Objectives Use Improve Organizational Performance Improve Daily Operations Points 10 50 1 5 5 5 10 5 5 1 50 3 The total number of occurrences is multiplied by the weight, totaled and divided by the number of working days applicable to experience an add up daily point value. The average daily point value is disseminated to the workforce daily. Improve Pricing Policies 12 The Ritz-Carlton Hotel Company, L. L.C. 1999 Application Summary Comparative Benchmarking process owners to each metric associated with key production and support processes. There are three types of comparative data at The Ritz-Carlton (1) comparisons to industry and our foremost competitor (2) benchmarks outside our industry and (3) benchmarks inside our company. Since we began formal benchmarking in the 1980s, we have found this highly useful as i t has pushed us over the years to even higher target levels of performance and roadmaps to get there. Figure 4. 6 details the sources of this data and the types of information that are analyzed.Since these process owners are firmly manifold in designing the architecture of the data and information that they review, rarely do they see a fact or figure presented in a way they dont understand. Results Check Since we place such a strong fury on fact-based decision making, reliability of the data is critical. We rely on our highly trained Ladies and Gentlemen (including statistically trained at all levels) to insure data and information reliability. At the corporate level, we assign individual process owners to assure data can stand pat scrutiny and provide background information.We also retain third-party specialists to provide independent reviews of information analysis and processes. Deployment DO The specific actions taken by Senior Leaders to deploy the information and analysis approach is based on the concept of individual process owners. Individual Process Owners Improvement Act Our Senior Leaders and Hotel Guidance Teams have the high level organizational performance data they need because we assign individual owners to each metric associated with the Vital-Few Objectives. In addition, our Vice-President of Quality keeps our performance measurements current with business needs.Whenever our process owners and consulting specialists indicate a change of plan is needed, the plans are rewritten, rebudgeted and reapproved. Our Ladies and Gentlemen, on a daily basis, identify and implement improvements in performance measurement as expected in our culture and facilitated through the homework and performance management programs outlined in category 5. Our Ladies and Gentlemen have the operational performance data they need daily because we assign individual Sources of Comparative Data Internal Source External Information Source Each Hotels measurements in th e areas RCHC of employee satisfaction, customerInformation, Analysis System satisfaction, RevPAR and operational performance are compared Information Ritz-Carlton Marketing and Finance RCHC functions compare us against our Information, Analysis System competitors in the area of market and business performance Process Champions Operations, Human Resources, Baldrige Award Marketing and Finance leaders drive Winners best practices and processes both up and down the organization Annually, the VP of Quality studies comparative data and best practices regional VP Meeting These periodic meetings focus on review Kaznova of performance to plan ConsultantsWorld-class benchmarks immature Hotel Start-Up When Ritz-Carlton managers are assigned as trainers in a new hotel, they learn and share best practices Travel Publications, AAA, Mobil Criteria to identify industry trends and performance Best Practice sharing Any new idea implemented is shared Mayflower company-wide via E-mail. Results and G roup Improvements are communicated in the daily Commitment to Quality newsletter Travel Industry Criteria and Publications Figure 4. 6 13 The VP of Human Resources compares us to Americas most-admired companies (i. e. Fortune calciferol and Baldrige winners) in the area of Employee SatisfactionThe Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Human Resource Approach Human Resource Focus Skilled and empowered Work Force Operating with Pride and Joy Our human resource approach is summarized in Figure 5. 1, which is the well-established model that underpins and aligns our various human resource philosophies and programs. Ritz-Carlton Work Environment Approach Plan Ritz-Carlton Human Resources Fundamentals Our Senior Leaders decided to increase both the meaning and satisfaction our people derive from their work. This approach consists of three basic components (1) ourLadies and Gentlemen know what they are supposed to do (2) they know how well they are doing and (3) t hey have the authority to make changes in the process under their authority or their own personal conduct. Quality Selection Process Orientation Training Certification Line-up and daily teaching Communication Personal and professional development Work/life issue management Job Enlargement life story progression Performance measurement reasoned compliance Employee Rights Issue Resolution Process Reward and Recognition Know What They are Supposed To Do At Ritz-Carlton our Ladies and Gentlemen know hat they are supposed to (1) learn and use The Gold Standards (2) master the procedures of their job (i. e. Training Certification) and (3) generate ideas to improve products, services and processes. Know How Well They Are Doing Figure 5. 1 We keep our Ladies and Gentlemen informed on how well they are doing in legion(predicate) forms. They receive coaching from managers and peers on individual tasks throughout the day. Our education and procreation is designed to keep ind ividuals up to date with business needs. The Corporate Director of Training and Development and the Hotel Directors of Training and Development have the responsibility to make ure that training stays current with business needs. To do this, they work with Human Resource and Quality Executives who input organization and job performance training requirements or revise existing ones. The flow of this process is shown in Figure 5. 2. Key developmental training needs are turn to through a core of courses that all employees receive. Daily, they receive information from the SQI report. Finally, they receive semi-annual performance appraisals on their general performance. The Authority to involve Changes The ability of our Ladies and Gentlemen to regulate ow work gets done is assured through Basic Standards set out in The Credo Card, People have the right to be involved in the planning of the work that affects them. All employees (regardless of their level in the company) receive the res embling mandatory two day orientation process, which includes classroom type training on The Gold Standards and The GreenBook (page 16). Deployment DO As shown in Figure 5. 2, we use input from employees and their supervisors in determining educational needs principally via a review and analysis of our performance appraisal documents.The Hotel Director of Training and Development and the Quality Trainers also receive and conduct direct feedback from Ritz-Carlton personnel. When training is designed, it is piloted and approved in a fashion similar to the new product and service development process described in Category 3. Participants in the pilot provide direct, candid feedback to the designers and instructors. The specific actions taken to deploy our approach range across a broad spectrum, but most significant activities consist of (1) The Quality Selection process and (2) Employee Education, Training and Development.Our President and COO started as a waiters apprentice in Euro pe, and many of our executives started as front line personnel in Ritz-Carlton Hotels and were promoted as they rotated jobs. Therefore, training receives the highest attention in our company. 14 The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Departmental Trainer Evaluate Student Reaction/Needs Managers/Training Director Evaluate Performance appraisals/training results Vice-President, Quality Determine Organizational Performance Excellence Requirements Vice President, Human Resources Determine OrganizationalDevelopmental Training Requirements Corp Director of Training and Development The Ritz-Carlton Design of Courses Confirm/Modify existing processes/Facilities Develop/Improve Courses/Processes/Facilities watch Team Codeveloped with supplier of new equipment/ Technology Outsource Figure 5. 2 themes of each job. The graph also contains comparative data which consists of industry and Ritz-Carlton norms. Although job induction training is classroom delivered by the Director of Training and Development and the General Manager, most training delivery is on-the-job. This onsists of (1) daily line-up (2) self-study documents (3) developmental assignments and (4) training certification. Most training is evaluated through examinations, while other orders include audits, performance reviews and appraisals. Day 21 21 days after orientation, each orientation class reunites for a day of evaluation and debriefing. A similar session occurs on or next day 365. Approximately 80% of the training received by The Ritz-Carlton Ladies and Gentlemen is from in-house sources which allows us to have direct control over the method of training delivery and evaluation.