Essay on Freedom and Satan in John Milton’s Paradise Lost

Freedom and Satan in Paradise Lost Satans primary operational problem in Paradise Lost is his lack of obedience. The fundamental misunderstanding which leads to Satans disobedience is his separation of free will from Gods hierarchical power. In the angel Raphaels account, Satan tells his dominions, Orders and Degrees/Jarr not with liberty (5.792-93). Tempting as this differentiation seems, Satan is mistaken. Free will and hierarchical power are not mutually exclusive, as Satan suggests, but overlapping concepts. Even though Satan has been created with sufficient freedom to choose to disobey, he tacitly acknowledges Gods sovereignty when he exercises his choice. Satan is constrained existentially, from the outset, by†¦show more content†¦But if Satan does only what God wants, there is no external proof that Satan indeed had exercised his will. Satan cannot be content with mere assent that looks like blind obedience. Dissent, on the other hand, is absolute proof of Satans individual will being realized over aga inst Gods will. Satans intent seems to be to prove the existence of his will rather than, as God wants, to prove the independently good content of his will. By dissent, Satan shows himself to be more concerned with himself than with God, with the appearance of free will than with its real content. Here is the second major constraint under which Satan lies: as a rule, he only recognizes that part of himself which is disobedient. This constraint, unlike the one natural to Satans will, is self-imposed. Satans pride further constrains him. Because he is able to prove his freedom via dissent, and because he has ignored the fact that his free will comes from God, Satan thinks (or at least tells the angels before his own fall) that all heavenly beings including God are Equally free (5.792). Focused on his own freedom, Satan cannot understand that God has even more freedom than he. When confronted with the hegemonic power of the Son, then, Satan believes that new Laws have been imposed, that God has changed the rules (5.679-80). But this is not a new constraint; it is merely a new formulation of the Godhead. According to Raphael, Satan thinks that to acknowledge the Son would be toShow MoreRelatedTheodicy in John Miltons Paradise Lost792 Words   |  3 PagesJohn Miltons theodicy in Paradise Lost is an attempt to justify the ways of God to men. Many ask how God could let someone as innocent as a child die in a horrible way. How could a God that is all loving and all powerful let something like that happen? He answers this using the fall of Mankind as the trigger point. Cordelia Zukerman and Thomas H. Luxon, The dominance of these themes comes from the fact that Milton is writing about the first humans on earth, humans who have no history and no wayRead MoreResearch Paper: Paradise Lost1888 Words   |  8 PagesParadise Lost -John Milton- John Milton  (9 December 1608  Ã¢â‚¬â€œ 8 November 1674) was an English poet,  polemicist,  man of letters, and a civil servant for the Commonwealth of England  under  Oliver Cromwell. He wrote at a time of religious flux and political upheaval, and is best known for his  epic poem  Paradise Lost  (1667), written in  blank verse. Miltons poetry and prose reflect deep personal convictions, a passion for freedom and self-determination, and the urgent issues and politicalRead MoreJohn Milton s Paradise Lost 1328 Words   |  6 PagesRobert Mezian Professor Mylander English 589 14 November 2016 Paradise Lost Essay In his epic poem titled Paradise Lost, John Milton describes his work as a process to justify â€Å"the ways of God to men†. In terms of the personal and individual, Milton’s main concern was between a man’s relationship and God. With this, comes the very idea of free will itself. One can define free will as the ability and freedom to choose between different possible courses of action. Not only is free will portrayed inRead More Christianity and Greek Epic Tradition as Devices for Miltons Object in Paradise Lost2719 Words   |  11 PagesChristianity and Greek Epic Tradition as Devices for Miltons Object in Paradise Lost The widely known story of the Genesis account in the Bible of the creation and fall of humankind does not make for a very interesting story. Almost anyone familiar with Western tradition can provide at least this basic outline: God makes angels, the best angel wants to be God, the angel gets kicked out of Heaven into Hell, goes to the garden of Eden, persuades Eve to eat an apple, and down plunges humanityRead MoreParadise Lost By John Milton997 Words   |  4 PagesIn John Milton’s poem, Paradise Lost, written out were twelve books that mainly focused on Adam and Eve. The plot essentially focuses on the defiance that Adam and Eve have created due to Satan’s persuasive manner to destroy humankind. In book four, Milton introduces the creation of man. The Bible states, â€Å"the LORD God formed the man of dust from the ground† (The Holy Bible (ESV), Genesis. 2.7). The name of God’s creation is Adam. After contemplation, God realizes man shall not be alone. This isRead More The Character of Yolanda Garcia in How the Garcia Girls Lost Their Accents and !Yo!2539 Words   |  11 PagesThe Character of Yolanda Garcia in How the Garcia Girls Lost Their Accents and !Yo!  Ã‚        Ã‚  Ã‚   Julia Alvarez develops the character of Yolanda Garcia in some different and similar ways in her two books How the Garcia Girls Lost Their Accents and its sequel !Yo!. The reasons for the differences in the two characterizations of Yolanda is that there is almost no continuity concerning her character in the two books-meaning that all the specific details of Yolandas life given to the reader in theRead MoreFrankenstein Study Guide14107 Words   |  57 Pagesbetter-known poems and books Shelley refers to in the novel, such as Wordsworth’s â€Å"Lines Composed a Few Miles Above Tintern Abbey,† Percy Shelley’s â€Å"Mutability,† Coleridge’s The Rime of the Ancient Mariner, Goethe’s Sorrows of Young Werter, Milton’s Paradise Lost, and Plutarch’s Parallel Lives. Also include literature guides that contain summaries of these works. Bookmark the pages where each work is discussed. Encourage students to browse and spot-rea d in these books. Suggest that they note each allusion

Planned Strategy vs Emergent Strategy, Game Theory and Concept of Driv Term Paper

Essays on Planned Strategy vs Emergent Strategy, Game Theory and Concept of Driving Markets - Strengths and Weaknesses Term Paper The paper â€Å"Planned Strategy vs Emergent Strategy, Game Theory and Concept of Driving Markets - Strengths and Weaknesses" is a meaningful version of a term paper on management. Marketing planning is an aspect that is carried out in many organizations. Analysis, however, shows that it is quite important to find a balance between planned and emergent approaches strategy. This paper will, therefore, compare the effectiveness of game theory as proposed by Nalebuf and Brandenburger and driving markets as proposed by Jaworski. This is basically the difference between the two approaches. This is in relation to assisting marketers to find a balance. This paper will also elaborate on the strengths and weaknesses of game theory and the concept of driving markets. (Brandenburger, 1994, p. 800)It is quite essential that a balance between the planned and emergent approaches to strategy be found. Strategic planning involves putting clear future goals of an organization. In this case, planners put in place steps that have to be implemented in order to achieve goals. Analysis of various planning strategies shows that they end up creating a climate that is uncongenial to stakeholders. This is one of the main reasons as to why a balance between planned and emergent strategy is important. It is quite clear that the planned strategy puts across foreseen aspect in a market. (Bell, 1980, p. 295)The planned strategy has been known not to use a committing but a calculative style. In this case, the managers only look at the ultimate goal and not bother about stakeholder preferences. This means that managers only push employees towards achieving the ultimate goal. This type of approach kills employees’ enthusiasm. It is quite essential that a balance between planned and emergent strategy be reached.In this case, the management can use planned strategy to have a clear view of what they want to be achieved but at the same time consider other stake holder’s views and mar ket changes. It is very essential that a balance between planned and emergent strategies be reached. This is because the planned strategy basically focuses on assumptions that are linear based. On the other hand, emergent strategy bases on the business reality on the ground. (Steiner, 1979, p.30)This means that in the pursuit of goals and objectives, managers need to recognize that assumptions made during planning may not necessarily follow a linear framework. A planned strategy is mostly carried out through beliefs, common reasoning and experience of the planners. The planned strategy consists of a structure that is expected to be followed by stakeholders. This structure undergoes conditioning once defensive and challenging customs emerge in an organization.The emergent strategy recognizes that the business world is quite dynamic in nature. This means that changes need to be managed and initiated accordingly. Some of the changes in a market may be quite chaotic in nature. This aspe ct is not put into consideration in the planned strategy. Emergent strategy highly recognizes the elemental interaction of multifaceted systems in a market. This is whereby both positive and negative feedbacks are analyzed accordingly. This strategy easily deals with strategic behavior within an organization.This strategy perceives strategic behavior as an observable fact that materializes in a way that is not predictable. This is due to various facets of interaction and influence that occur in business organizations. The emergent strategy greatly analyses the performance of the planned strategy. In case the planned strategy is deemed to be ineffective then appropriate measures are taken. These measures may include re-engineering and restructuring of organizational systems.

Strategy and Operations Revision Free Essays

Introduction to Strategy and Operations Management| Operations Strategy| Product Design| Process Design| Supply Networks| Layout and Flow| Scientific Management and Job Design| Introduction to Quality – A Choice Paradigm| Operationalizing Strategy| Review and Examination Preparation| Operations Strategy Strategic decisions Widespread in their effect, define the position of the organisation relative to its environment and move the organisation closer to its long term goals * A strategy has content and process Operations is not the same as operational * Operations – resources that create products and services * Operational – opposite of strategic. Day-to-day and detailed Content and Process * Content – specific decisions and actions * Process – method that is used to make the specific ‘content’ decisions 4 Perspectives Top Down – the influence of the corporate or business strategy on operations decisions * Bottom-up – the in fluence of operational experience on operations decisions * Market requirements – the performance objectives that reflect the market position of an operations products or service, also a perspective on operations strategy * Operations resource capabilities – the inherent ability of operations processes and resources; also a perspective on operations strategy. Products * Tangible Are used after purchase Services * Intangible * Used at the time of delivery TOP DOWN PERSPECTIVE Views strategic decisions at a number of levels Corporate strategy – the strategic positioning of a corporation and the businesses with it Business strategy – the strategic positioning of a business in relation to its customers, markets and competitors, a subset of corporate strategy Functional strategy – the overall direction and role of a function within the business; a subset of business strategy BOTTOM UP PRESPECTIVE Sees overall strategy as emerging from day-to-day operational experience Emergent strategy – a strategy that is gradually shaped over time and based on experience rather than theoretical positioning MARKET REQUIREMENTS PERSPECTIVE -Satisfy the requirements of the market Competitive factors – the factors such as delivery time, product or service specification, price etc. We will write a custom essay sample on Strategy and Operations Revision or any similar topic only for you Order Now hat define customers’ requirements Order-winning factors – the arrangement of resources that are devoted to the production and delivery of products and services Qualifying factors – aspects of competitiveness where the operation’s performance has to be above a particular level to be considered by the customer Less important factors – competitive factors that are neither order winning nor qualifying, performance in them does not significantly affect the competitive position of an operation Product/service life cycle – a generalized model of the behaviour of both customers and competitors during the life of a product or service; it is generally held to have four stages, introduction, growth, maturity and decline. OPERATIONS RESOURCES PERSPECTIVE Resource-based view (RBS) – the perspective on strategy that stresses the importance of capabilities (sometimes known as core competences) in determining sustainable competitive advantage. Intangible resources – the resources within an operation that are not immediately evident or tangible, such as relationships with suppliers and customers, process knowledge, new product and service development. PROCESS OF OPERATIONS STRATEGY Process – procedures which are, or can be, used to formulate those operations strategies which the org. should adopt. IMPLEMENTATION 5 P’s of operations strategy formulation * Purpose * Point of entry * Process * Project management * Participation TRADE-OFFS The extent to which improvements in one performance objective can be achieved by sacrificing performance in others. PROCESS OF OPERATIONS STRATEGY GUIDES THE TRADE OFFS B/W PERFORMANCE OBJECTIVES Operations strategy – Should address the relative priority of the operation’s performance objectives * Influences the trade-offs b/w an operation’s performance EFFICIENT FRONTIER Like in economics – convex line. Useful approach to articulating trade-of fs and distinguishes b/w repositioning performance on the efficient frontier and improving performance by overcoming trade-offs. FOCUS AND TRADE-OFFS Operations focus – dedicating each operation to a limited, concise, manageable set of objectives, products, technologies or markets, then structuring policies and support services so they focus on one explicit task rather than on a variety of inconsistent or conflicting tasks. Operation-within-an-operation – allows an org. to accrue the benefits of focus without the considerable expensive of setting up independent operations. Design DESIGN ACTIVITY To conceive looks, arrangement and workings of something before it is constructed. Happens before construction. PROCESS DESIGN AND PRODUCT/SERVICE DESIGN ARE INTERREALTED Treated separately but are interrelated. Process design and product/service design should be considered together PROCESS DESIGN OBJECTIVES Point of process design is to make sure that the performance of the process is appropriate for whatever it is trying to achieve. Process design should reflect process objectives Micro’ performance flow objectives are used to describe flow performance: * Throughput rate – rate which units emerge from the process * Throughput time – the time for a unit to move through a process * Work in process – number of units in the process is an average over a period of time * Utilizatio n- the ratio of the actual output from a process or facility to its design capacity ENVIRONMENTALLY SENSITIVE DESIGN Life cycle analysis – a technique that analyses all the production inputs, life cycle use of a product and its final disposal in terms of total energy used and wastes emitted. PROCESS TYPES – THE VOLUME VARIETY EFFECT ON PROCESS DESIGN High volume = food canning factory Low volume = major project consulting engineers Low variety = electricity utility High variety = architects practice Low volume – high variety and vice versa Volume variety positions PROCESS TYPES Process types – terms that are used to describe a particular general approach to managing processes In manufacturing these are generally held to be project, jobbing, batch, mass and continuous processes, In services they are held to be professional services, service shops and mass services PROJECT PROCESSES – processes that deal with discrete, usually highly customized, products. JOBBING PROCESSES – processes that deal with high variety and low volumes, although there may be some repetition of flow and activities. BATCH PROCESSES – processes that treat batches of products together, and where each batch has its own process route. MASS PROCESSES – processes that produce goods in high volume and relatively low variety CONTINUOUS PROCESSES – processes that are high volume and low variety; usually products made on continuous process are produced in an endless flow, such as petrochemicals or electricity. PROFESSIONAL SERVICES – service processes that are devoted to producing knowledge-based or advice-based services, usually involving high customer contact and high customisation, examples include management consultants, lawyers, architects etc. SERVICE SHOPS – service processes that are positioned between professional services and mass services, usually with medium levels of volume and customization. MASS SERVICES – service processes that have a high number of transactions, often involving limited customization, for example mass transportation services, call centres etc. PRODUCT-PROCESS MATRIX A model derived by Hayes and Wheelwright that demonstrates that natural fit between volume and variety of products and services produced by an operation on one hand, and the process type used to produce products and services on the other. Natural diagonal – most operations stick to this. PROCESS MAPPING Describing the processes in terms of how the activities within the process relate to each other (aka process blueprinting or process analysis) PROCESS MAPPING SYMBOLS PMS – The symbols that are used to classify different types of activity; they usually derive either from scientific management or information systems flow charting High-level process mapping – an aggregated process map that shows broad activities rather than detailed activities THROUGHOUT, CYCLE TIME AND WORK IN PROCESS Work content – the total amount of work required to produce a unit of output, usually measured in standard times Throughput time – the time for a unit to move through a process Cycle time – average time b/w units of output emerging from a process Work-in-process – number of units within a process waiting to be process further LITTLES LAW Throughput time = work-in process x cycle time THROUGHPUT EFFICIENCY % Throughput efficiency = (work content/throughput time) x 100 PRODUCT AND SERVICE DESIGN WHY IS DESIGN IMPORTANT? -Enhances profitability WHAT IS DESIGNED? * Concept – outline specification including nature, use and value of p/s * Package – Core p/s – fundamental to the purchase and could not be removed without destroying nature of the package * Supporting p/s – Enhance the core * Process – designing a way in which the ‘ingredients’ will be created and delivered to customer DESIGN ACTIVITY IS ITSELF A PROCE SS -The design activity is one of the most important operations processes -Producing designs for products is itself a process STAGES OF DESIGN 1. Concept generation – a stage in the product and service design process that formalizes the underlying idea behind a product or service 2. Screening – to see if they will be a sensible addition to its p/s portfolio 3. Evaluation and improvement – can it be served better, more cheaply, more easily? 4. Prototyping and final design CONCEPT GENERATION IDEAS FOR CUSTOMERS -Marketing – focus groups etc. LISTENING TO CUSTOMERS -Complaints –suggestions IDEAS FROM COMPETITORS Reverse engineering – the deconstruction of a p/s in order to understand how it has been produced IDEAS FROM STAFF Know what customers like etc. IDEAS FROM RESEARCH DEVELOPMENT RD – the function in the org. that develops new knowledge and ideas and operationalizes the ideas to form the underlying knowledge on which p/s and process design are based. CONCEPT SCREENING Assessing the worth or value of each design option, so a choice can be made. * Design criteria – 3 broad categories of design criteria† 1. Feasibility – the ability of an operation to produce a process, product or service 2. Acceptability – the attractiveness to the operation of a p/s 3. Vulnerability – the risks taken by the operation in adopting a process, p or s THE DESIGN ‘FUNNEL’ A model that depicts the design process as the progressive reduction of design options from many alternatives down to the final design. PRELIMINARY DESIGN SPECIFYING THE COMPONENTS OF THE PACKAGE Component structure – diagram that shows the constituent component parts of a product or service package and the order in which the component parts are brought together (aka components structure) REDUCING DESIGN COMPLEXITY Simplicity is a virtue STANDARDIZATION The degree to which processes, products or services are prevented from varying over time COMMONALITY The degree to which a range of p/s incorporate identical components (aka parts commonality) If multiple p/s are based on common components, the less complex it is to produce them MODULARIZATION The use of standardized sub-components of a p/s that can be put together in different ways to create a high degree of variety. I. e. Art attack. Many languages, 60% scenes the same DEFINING THE PROCESS TO CREATE THE PACKAGE Examine how a process could put together the various components to create the final p/s. DESIGN EVALUATION AND IMPROVEMENT See if preliminary design can be improved before the p/s is tested in the market. Many techniques (3 main ones): 1. QUALITY FUNCTION DEPLOYMENT A technique used to ensure that the eventual design of a p/s actually meets the needs of its customers. QFD matrix – how company sees relationship b/w requirements of customer and the design characteristics of p/s 2. VALUE ENGINEERING An approach to cost reduction in product design that examines the purpose of a p/s, its basic functions and its secondary functions. 3. TAGUCHI METHODS A design technique that uses design combinations to test the robustness of a design I. e. Telephone – should still work when has been knocked over. Pizza shop – cope with rush of customers PROTOTYPING AND FINAL DESIGN Prototype can be clay model, simulations etc. Virtual prototype –a computer based model of a p/p/s that can be tested for its characteristics before the actual p/p/s is produced Computer-aided design (CAD) – a system that provides the computer ability to create and modify p/p/s drawings BENEFITS OF INTERACTIVE DESIGN Interactive design – the idea that the design of p/s on one hand, and the processes that create them on the other, should be integrated Can shorten time to market SIMULTANEOUS DEVELOPMENT Sequential approach to design – one stage completed before another is started * Easy to manage and control * Time consuming and costly Simultaneous/concurrent approach to design – overlapping these stages in the design process so that one stage in the design activity can start before the preceding stage is finished, the intention being to shorten time to market and save design cost PROJECT-BASED ORGANIZATION STRUCTURES Functional design organization Product design organization Range of org. structures = Pure functional to pure project forms. Task force Matrix organization LAYOUT AND FLOW WHAT IS LAYOUT? -How its transforming resources are positioned relative to each other and how its various tasks are allocated to these transforming resources. – Layout decision is relatively infrequent but important What makes a good layout? – Inherent safety – Length of flow – Clarity of flow – Staff conditions – Management coordination – Accessibility – Use of space – Long-term flexibility – Layout is influenced by process types BASIC LAYOUT TYPES 4 basic layout types: FIXED-POSITION LAYOUT -Locating the position of a product or service such that it remains largely stationary, while transforming resources are moved to and from it I. e. Motorway construction, open-heart surgery (patients too delicate to be moved). FUNCTIONAL LAYOUT * Conforms to the needs and convenience of the functions performed by the transforming resources which constitute the processes. Similar resources or processes are located together * I. e. Hospitals, supermarket CELL LAYOUT * Transformed resources entering the operation are pre-selected to move to one part of the operation in which all the transforming resources, to meet their immediate processing needs, are located. * I. e. Maternity unit in a hospital, lunch products in a supermarket * Shop-within-a-shop – display area selling specific thing. I. e. sports shop – sports books, sports shoes, etc. PRODUCT LAYOUT Line layout – a more descriptive term for what is technically product layou t Involves locating the transforming resources entirely for the convenience of the transformed resources. I. e. Automobile assembly Self-service cafeteria – sequence of customer requirements (starter, main, dessert, drink) is common to all customers, but layout also helps control flow of customers. MIXED LAYOUTS Combination of layouts I. e. 1 kitchen serving 3 restaurants (cafeteria, buffet and sit down) VOLUME-VARIETY AND LAYOUT TYPE -The volume and variety characteristics of an operation will influence its layout – When volume is low and variety high, flow is not a problem SELECTING A LAYOUT TYPE -Volume-variety characteristics narrow down choice -Influenced by understanding advantages and disadvantages (see p198) – Cost implications DETAILED DESIGN OF THE LAYOUT DETAILED DESIGN IN FIXED POSITION LAYOUT Location of resources based on the convenience of transforming resources themselves. DETAILED DESIGN IN FUNCTIONAL LAYOUT Combinatorial complexity – the idea that many different ways of processing products and services at many different locations or points in time combine to result in an exceptionally large number of feasible options; the term is often used in facilities layout and scheduling to justify non-optimal solutions Flow record chart – a diagram used in layout to record the flow of products or services between facilities Relationship chart – a diagram used in layout to summarize the relative desirability of facilities to be close to each other. How to cite Strategy and Operations Revision, Papers

Self Presentation free essay sample

When you meet someone for the first time, it comes to your mind a certain impression about him or her. On the other side, that person also takes a certain impression about you. This impression might be positive or negative. It depends on how you present yourself to others. Unfortunately, the first impression is sometimes unfair because the person you meet for the first time may take a wrong impression about you. For example, my friend told me that before we became close friends, she was thinking that I am arrogant, but when she became close to me, she discovered that she took a wrong impression about me. In fact, I am not sociable and I dont take the initiative in getting to know others. That is why those who do not know me well think i am arrogant, but that is not true about me. The first impression whether it is true or not may affect the way you treat people and how they treat you forever. For example, I fall In love with someone.When we first meet each other, he told me that he belongs to the royal family. Later, I discovered that he was lying to me. I know that he is from the upper class and he belongs to a prominent family, so there was no need to lie about his family name. Actually, because of this lie, I took an impression about him that he is not trustworthy, so we broke up. In most cases, the first impression lasts forever, so you should present yourself in a good image. To make others take a good impression about you, you must consider the following; First, be yourself.Dont tell anything that is not true about you. Show your real personality. Second, take care of your appearance. Your dress should be clean and appropriate to the customs of society in which you live. Moreover, be careful in your appointments. If you attend the meeting on time, you will get others aspect because it shows that you care about them. In addition, smile to your audience, keep eye contact when you speak and listen and Speak clearly to let your audience understand what you say.Furthermore, choose your words which express what you want to say correctly. In short, we all should present ourselves in the right way to let others take a good impression about us in order to make relationships last longer. Samara Said AH Hajji. Assignment 1. Social psychology_DO. BY chambermaids impression about him or her. On the other side, that person also takes a certain impression about you. This impression might be positive or negative. It depends on how you present yourself to others.Unfortunately, the first impression is sometimes unfair because the person you meet for the first time may take a wrong impression that she took a wrong impression about me. In fact, I am not sociable and I dont take the initiative in getting to know others. That is why those who do not know me well think I am arrogant, but that is not true about me. The first impression whether it is example, I fall in love with someone. When we first meet each other, he told me that the following; First, be yourself. Dont tell anything that is not true about you.

Marriage Essay Example Marriage in Britain - Bestessay4u

Marriage in Britain Britain has become a highly metropolitan region over the last century (Hooper-Greenhill, 1999). In this paper, I will shed light on the ethnographic trends of marriage in Britain. In order to do so, I will make use of my personal experiences that I have had during my time in Britain. I had always been interesting in learning about new cultures since I was a child. But perhaps no experience was as amazing as that which I got from coming to Britain. It took me a little time to make some friends, but I was eventually able to develop a vast circle of friends. With the passage of time, I had the opportunity to attend the weddings of a few of my friends and associates. Little did I know that the experience of attending marriages in the Britain brings far more diversity than one would expect. I was able to see attend Jewish wedding ceremonies, Hindu wedding ceremonies and even Muslim wedding ceremonies amongst others. It felt a little strange at first but then I realized that the metropolitan culture of Britain has developed to a point where the incidence of I clearly recall that there was one occasion on which I heard that a couple had eloped and gone into the next town to stay until their families were willing to accept their marriage. I felt a bit strange at first but then I noticed that the people around me were not even half as anxious as I was. Now I know that the incidence of such occurrences is also a common part. The observations that I have made by attending wedding ceremonies for friends belonging to different religions and ethnicities has showed me that people in Britain respect cultural diversity. I saw my British friends dancing at my Indian friends wedding with a dancing instrument called the dandia. The next week I joined my Egyptian friends doing the eastern bhangra at my British friends wedding. A few of my friends took special lessons to learn how to play the bagpipes simply so they could play them at our Irish friend’s wedding; once they found out that he wanted to be close to his roots at his wedding. I now wait for a wedding card to come along so that I can attend a wedding ceremony. I think it is important to mention that marriages in Britain are not restricted across cultures and ethnicities. During my time in Britain, I have seen individuals belonging to varying ethnicities getting married. I believe that racism and prejudice is a thing of the past in Britain because judging from the variety in the marriages I have attended, people have become more tolerant and accepting than they ever were before. The fact that I have attended and observed over a dozen multi-ethnic marriages is proof of the fact that Britain has truly evolved into a modern day metropolitan region. It would be unfair to bring this paper to an end without stating that the degree of cultural diversity and the acceptance that Britain harbors towards cultural diversity is truly heartwarming. Reference List Hooper-Greenhill, E. (1999). The educational role of the museum. New York: Routledge. So How Can We Help You? Hundreds of students get our help with assignments every day. Just by paying a reasonable fee, they get work of extra-ordinary quality. So let us know what we can do for you. Reach us on Live Chat now.

psycho stages essays

psycho stages essays Freuds Five Psycho Stages in Children Freud did a large study on how children feel and react to certain things as they are growing up. First, Freud believed that children have sexual tendencies as they grow up. Then, he felt that the child would learn to be infatuated with the parent that was the opposite sex from them. For example, if the child was a boy. The boy would start to become very jealous of the father as time went on. Same thing goes for a girl. In Freuds five theories, we will take a look at how each of them explains his beliefs on what children go threw as they are growing up. The first stage was the Oral phase. The Oral phase begins at birth and lasts for about eight months. During those eight months, the child will experience needs to suck, bite and swallow. These things will need to be done in order to control a childs sexual needs. However, the most obvious oral stage is the eating stage. When a child eats, it is manipulating many parts of the mouth. This manipulation was said to be the activities of fulfilling a childs sexual urges according to Freud. Each time a child goes and takes a bit of something or swallows something, Freud believes that it is all a part of controlling the childs sexual needs. During those first eight months, the child was experiencing the ID. The ID was a controlling stage in a child, satisfying a childs demands, needs and wants. A child will do anything to get what they felt was needed due to the ID. A child will cry, throw things and even point just to express and show what they want. As long as they have the power of controlling their parents, the ID will keep on growing inside of the child demanding more and more during the first eight months. Soon after the Oral phase was over, the Anal phase began to start. The Anal pha...

Acuscan Critical Thinking Case Study Essay Example | Topics and Well Written Essays - 2750 words

Acuscan Critical Thinking Case Study - Essay Example Using the Wilson Marketing data as the basis for the product development and its features, Pat and Cliff insisted that the product had to be delivered. âž ¢Using the company profit reports, Pat and Cliff insisted that the prevailed opportunity for the company to launch a new product was the only chance. âž ¢Pat and Cliff use the profit reports to focus on potential new product development rewards even when the budget for the new product demanded an additional 15% cut across the board. âž ¢ Kelly’s external redesign had merits to the company and the customers since it offered them a less obtrusive design. Data suggested that such a move would satisfy the unmet customer needs. AcuScan 11 could be made by improving only one feature of the existing product thus mirroring Pat’s argument about the iScanner 1.1 (UOP, 2003). However, the AcuScan 1.1 could have been improved and build upon the existing reputation and quality recognition. Question 7 âž ¢ Competitors have entered the marketplace (Paul & Elder, 2006)âž ¢Dissimilar expectations about profits, brand, quality and competition coexist within numerous departments. âž ¢ Kelly’s department now earns the most money for the company because of its role in service. âž ¢ Kelly’s department would be responsible for the new product development. âž ¢Pat, Cliff and Chris needed to consider that Kelly’s department had suffered budget cuts and staff reductions.Question 8  Despite the numerous challenges that the company was going through, there was still a room for improvement.  

Reading Assignment Example | Topics and Well Written Essays - 250 words - 2

Reading - Assignment Example This is the ability to know the problems that the customers or clients are facing and making effort to improve the areas that will provide solutions to their problems. Another key element of an innovative organization is implementation. It is the organization being able to put suggestions and ideas into effect in order to solve the underlying problems. A creative person or creative group may possess the following traits; being original by resisting the normal conventions and systems due to the need of doing things which others have not. Creative people are highly motivated. They have energy to solve difficulties. They are ambitious, have strong determination and wishes to succeed in their undertakings (Dhillon, 2006). Creative people are highly flexible as they are able to recognize aspects of different issues and come up with good solutions and ideas. For groups to be creative they need to appreciate diversity of the members and allow different views and ideas in order to come up with creative solutions. Also, groups should foster collaborations in all activities and be able to compromise on different

American Education Research Paper Example | Topics and Well Written Essays - 1750 words

American Education - Research Paper Example † The hypothesis tested was the simple answer: â€Å"No. Not at all.† 2. Introduction In the early periods of American History, Christianity formed the main source of knowledge and teaching. Before the emergence of the Private School System, the Church influence was eminent on the American Education System. As per the founding rules and regulations set for the running of the education system, the American Federal Government had no rights of interference in the field of education. However with the passage of time, it was felt necessary that the country must have a centrally established education system (Haugen and Susan, pp43-49).   The Federal Ministry of Interior was responsible for looking after the affairs of education which included all sorts of funding until in 1979 when the Federal Ministry of Education was established formally. After 1979, all the affairs of the education in United States of America are addressed in the Ministry of Education. There is however an exception to some states that they can form and implement policies of their own which aim at benefitting the educational institutions. In United States, besides the government, there are social groups and educational organizations which aid and fund in education sector. The United States’ law protects every citizen’s right of getting education. ... American Education System is however not up to the required mark which would help the countrymen achieve the height and grandeur among the nations of the world. The institutions are educating the students with an aim to fill them with knowledge of theory having no attempt to turn them practical. They must despite try to make them innovators as to make them capable of devising their own methods of success. The obsolete method of memorization of stuff is against the current day requirements of skills. The system has failed to produce inside the student a will to conquer (Diane, pp74-88). Tony Wagner agitates against the American Education System in a calm manner: â€Å"Today knowledge is ubiquitous, constantly changing, growing exponentially†¦. Today knowledge is free. It’s like air, it’s like water. It’s become a commodity†¦. There is no competitive advantage today in knowing more than the person next to you. The world doesn’t care what you know. What the world cares about is what you can do with what you know† (Wagner and Compton, p 56). The schools in United States are unable to produce innovators which mean that American society must suffer from inertia: â€Å"The culture of schooling as we all know is radically at odds with the culture of learning that produces innovators† (Wagner and Compton, p 59). His conclusion was based on the research he conducted during visits of a large number of schools. He was sure that the current system if persisted for long would result in a society devoid of innovators. Many reasons have been deliberated upon by the researchers of the American Education System which hinder innovations. Students are taught to concentrate upon improving their GPA.

Assessing Service Quality At A 5 Star Hotel

Assessing Service Quality At A 5 Star Hotel 1.1 Introduction Tourism has become one of the great pillars in the Mauritian economy since some years. Today Mauritius is very popular in the Indian ocean and has emerged as a major tourist destination. According to statistical research done, we can say that Mauritius is facing a continual increase in the inflow of visitors during the recent years. Consequently, the hospitality industry faced a rapid growth to accommodate demands, causing a great increase in the number of hotels. The total passenger arrivals during the period January to September 2010 numbered 879,833 representing an increase of 7.3% over the figure of 819,741 for the corresponding period of 2009. Tourist arrivals for the first nine months of 2010 attained 646,656. This represents an increase of 6.2% over the figure of 608,885 registered in the corresponding period of 2009. However, one of the greatest challenges facing hotel organisations today is the ever-growing volume and high level of competition. (Kamdampully et al ,2000). In the highly competitive hotel industry, service becomes one of the most important elements for gaining a sustainable competitive advantage in the marketplace. Improving quality gaps has become a critical issue for the hotel industry in Mauritius as it represents an important source of competitive advantage. In consequence, hotels need to ensure customer satisfaction through the provision of high quality service to their guests for achieving their financial objectives. Increased employee performance is a viable way for hotels to remain competitive. On the other hand, given that delivering service quality and satisfying customers has become the life hood of service providers. Per se, service quality and customer satisfaction need to be investigated to know where the hotel stands and to develop proper methods leading to excellence. The impression that tourists will have of the organisation as a whole will depend on their interaction with the front line employees which means that the latter have a role to play in service quality. However, service quality control is of great importance for customer retention. Customer loyalty is a key determinant for the long term financial performance of organisations (Jones sasser, 1995) . Reichheld and sasser (1990) found that if a firm increases its customer retention rate by 5%, then its total lifetime profits from a typical customer will rise by 25-125%. 1.2 Problem statement The tourism and hospitality industry in our island is developing more rapidly than other industries. Based on data available on tourist arrivals and information gathered from stakeholders, tourist arrivals for the year 2010 has been revised upwards to 920,000. This represents an increase of 5.6% over the figure of 871,356 in 2009. Service quality occupies a significant role in the hotel industry as there is a need to provide service properly. Efficiency cannot be achieved without good proper service quality standards. Assurance of service quality is of great importance in various hotels. So, it is important to alleviate all the downfalls of service quality in this sector to ensure satisfaction of customers . This study is mainly carried out because in Mauritius, the main problem that the hospitality industry is facing nowadays is that demand for high quality service is increasing considerably due to competition. As our country is focussing more on tourism for a better economy, it is vital to see whether the expected class of services are provided to the tourists at the hotels. This shall allow Mauritius to respond to the challenges of the incoming competitive global business environment. By providing high quality service, hotels can enjoy long term profitability. Adapting it to concerned hotel, it is important to know if the employees and the management of the hotel are providing high quality service to the guests to ensure customer satisfaction. 1.3 Objectives of the study The aim of the study is to assess the level of service quality provided by the Hotel. This study will help to know the needs and expectations of the customers of the hotel. The study will also identify the hotel`s current situation and this will help the management of the hotel to develop future strategies to improve services . The study will focus on these objectives : To assess customers` perceptions and expectations of the level of service provided by the Hotel using a modified servqual model. To identify aspects of service that reveal weak and strong areas ( Gaps ) of service quality. To evaluate the level of customer satisfaction at the hotel. To identify appropriate techniques, strategies or action plans to enhance the service at the hotel. 1.4 Profile of organisation Location This 5 star hotel is one of the worlds great resorts -the height of cool, modern elegance, imbued with the warmth of tropical Mauritius, truly one of the Leading Hotels of the World. It lies on a beautiful stretch of sandy coast, looking out over tranquil Trou dEau Douce Bay. Out in the lagoon, are two beautiful islands, including Ile aux Cerfs with its spectacular 18-hole championship golf course, designed by Bernhard Langer. This is 5-star luxury at its best, the perfect holiday setting for couples and families, with a fabulous range of facilities, including an extensive range of water sports and land-based activities, 5 restaurants, a renowned Givenchy spa and personal butler service. The Resort also features three spectacular waterfront Villas, which have redefined the benchmark for luxury in Mauritius. Opened in May 2005, the hotel offer ultra-exclusive and spacious accommodation, using the latest technology to meet the high expectations of the most discerning guests. The hotel comprises of 300 rooms including villas, standard rooms, junior suites, and royal suite. There are 2 Bars known and also 3 Restaurants 1.5 Outline of study The study on assessing service Quality comprises five chapters . Chapter 1 relates to the introduction on service quality in this new century. Then the problem statement is explained followed by the aims and objectives of the study and lastly the hotel profile is shown. Chapter 2 consists of the literature review on service quality and discusses all its related key theories. This chapter has the main objective of broadening knowledge on service quality and customer satisfaction. The second part of the literature review sets out to develop and understanding of the distinctiveness application of service quality and customer satisfaction concepts to the tourism and hospitality industry. Chapter 3 explains the methodology used throughout the study , the methods used for data collection, the sample size , the sample techniques , the data analysis , and the limitations of the study. Chapter 4 presents the actual data findings accompanied by the necessary analysis. Chapter 5 consists of the conclusion and recommendations pertaining to the study. Chapter 2 The literature review The chapter sets out to clarify various concepts around which the thesis would be based. This part is normally divided into three sections whereby the first part gives an insight into the world of services. Then secondly the concept of service quality and its determinants are dealt with on a general point of view. And finally the last section offers a review of customer satisfaction and some elements of services attached to it. Within the chapter, much emphasis has been focussed on the work of Parasuraman , Zeithaml and Berry (1988) who devoted particular attention to the field of service quality. Services Since a couple of years services are growing in importance in the world economy and this is majorly due to the advent in technology. Services are diverse and omnipresent in most industries. They are economic activities that create value and provide benefit for customers at specific times and places as a result of bringing about a desired change in the recipient of the service (Lovelock, 2003). Services can also be viewed as including all economic activities whose output is not physical product or construction , is generally consumed at the time it is produced, and provides added value in forms (such as convenience , amusement , timeliness, comfort or health) that are essentially intangible concerns of its first purchaser ( zeithaml and bitner,2003) Although the process of services may be tied up to physical products, their performances are essentially intangible and do not result in ownership of any kind. This can be identified in all the definitions .In simple terms services can be described as deeds, processes and performances. Characteristics of services Intangibility Services cannot be seen, tasted, felt, heard or smelled before they are bought, as they are rather performances than objects. Customers usually derive value from service without obtaining ownership of any tangible elements in most cases (lovelock 2003) . For example, a tourist cannot know how his holidays would be like, at a particular destination until he/she experiences it. Inseparability Production and consumption of services are done simultaneously, after that they had already been sold before hand. Services cannot be separated from their providers, whether they are people or machines ( Kotler and Armstrong,2001). Customers usually need to assist the production process or even participate in it. This often reveals to be an essential ingredient in the service experienced by the customer. Heterogeneity Services are subject to degrees of variability as they are performances that are frequently produced by humans ( Zeithaml and Bitner,2003). Performances vary from producer to producer, from the customer and from day to day. This is due to our uniqueness; productions of services are delivered differently and experiences, lived in unique ways. Perishability Services are highly perishable items since they cannot be stored for later use or sale. It has a shorterm supply elasticity. Services cannot be stored and carried forward to a future time period (Rathwell,1966,Donnelly,1976 ; and Zeithaml et al..1985).For example, if a tourist reserved for a stay in a hotel during peak seasons ,he may not be re imburse if he does not show up. Customer Expectations Customer expectations are beliefs about service delivery that works as standards or reference points against which performance is judged . It provides understanding of how the customer defines quality of service and facilitates the development of customer satisfaction questionnaires ( Pizam and Ellis,1999). Consumer expectations , therefore , serve as the cornerstone or foundation on which service quality is measured ( Clow et al ..,1997) and represent a critical step in delivering quality service. In simpler terms, Expectations is defined as a person`s thought of the future service that he/she will consume. These are expectations have arised by the person`s personal experience, on the internet, by friends and colleagues through word of mouth etc. Customer perceptions As diverse individuals, we all tend to see the world in our own specific ways. Customers act and react on the basis of their perceptions rather than on the objective reality, meaning that each customer experience services differently. Thus ,it is important for organisations to know how consumers perceive their services so as to take necessary dispositions to enhance quality. Perception is defined as the process by which an individual selects ,organizes and interprets stimuli into meaningful and coherent picture of the world ( Schiffman and kanuk,2002) . Each consumer`s interpretation process is based on this own needs, values and expectations : as such , a cognitive judgement. Customer perceptions are the evaluation of particular services by actually experiencing them. They are always considered relative to expectations . Oliver ( cited in Williams and buswell,2003) defined customer perceptions as `a comparison to excellence in service by the customer `. However , the notion of excellence is difficult to be known and whether this standard can be used to judge a particular service is questionable. Finally, customer perceptions should not only be viewed as being made at the end of and experience ( zeithaml and al..,1990) . It is believed that there is an endless potential for judgements to be made all through out the service delivery process. Perception creation starts whrn the customer first enters the service provider`s premise and continues during the service delivery process till it ends . Thus , it may be assumed that an overall perception is built after a particular experience. Service Quality Service quality is a central issue in this ever growing service economy. It is considered a critical determinant of competitiveness, as it is a source of differentiation for various firms . For instance, and appropriate service quality definition is an essential starting point. Through time , numerous quality concepts have been developed ,starting by shewhart ( cited in Williams and Buswells, 2003 ) with conformance to requirements. Then , Deming (1986) defined quality as the predictable degree of uniformity and dependability at low cost while juran proposed fitness for purpose ( Juran and godfrey,1999). Afterwards, Feigenbaum ( 1991) came with the total quality control throughout the organisation. Crosby ( 1979) equated quality to conformance to requirements until Peters ( 1987) offered the concept of customers perception excellence , which revealed be be fundamental in assessing quality. It is difficult to define service quality due to the various caracteristics of services ( such as tangibility ,perishability ) and to the changing needs and expectations of both providers and users. Quality practitioners view quality from various approaches but most of them prefer the user-based approach to quality. Kotler and Armstrong (2001) define quality as the ability to satisfy stated if implied needs with totality of features and characteristics of a service. In broad terms, quality focuses on the benefits created for customers` side of the equation (lovelock,2003). It is all about how customers, both internal and external , evaluate an organisation`s services. Service quality is modelled as the consumer comparing service attribute ( perceptions) to standards of excellence/ ideals for those attributes ( expectations) (oliver,1993;Parasuraman e al.. 1988). According to Deming ( cited in Van Der Wagen) , 1997) quality does not necessarily mean high quality. It means a predictable degree of uniformity and dependability, with a quality standard suited to the market . he also stated that as a concept , it is closely related to value for money. Whereas for Edvadsson ( 1998) , quality means satisfying needs and meeting expectations ; not only those of customers but also those of employees and owners. High quality service is considered as a critical determinant of long term profitability as service quality affects the repurchase intentions of both existing and potential customers ( Ghobadian e al..,1994 ) . Hence , it can be stated the concept is an effective means to ensure survival or even obtain a competitive position in today`s dynamic environment. However , the only appropriate means is to thrive for continuous improvement. Measuring service quality : As service quality is becoming a major part of business practice , it is important to be able to measure and research its effectiveness ( Mei et al..,1999) . For instance , different management practitioners and writers proposed various models to assess service quality. The figure 2.1 shows the gaps model of service quality Source : Zeithaml , V.A , Parasuraman, A.,Berry, L.L ( 1990) ,Delivering Quality Service : Balancing Customer perceptions and Expectations. Gap 1 : Customers expectation = Management Perceptions : as a result of inadequate marketing research orientation, lack of upward communication, insufficient relationship focus with both customer and stakeholders or even inadequate service recovery. Gap 2 : Service quality Specifications Management Perceptions: as a result of the absence of wholehearted management commitment to service quality , Poor service design, absence of customer defined service standards or even inappropriate goal setting. Gap 3 : Service Quality specifications Service Delivery : owing to poorly qualified employees , inadequate internal support systems , insufficient capacity to serve , customers not filling their roles or problems with service intermediaries among others. Gap 4 : Service Delivery External communications : due to inadequate horizontal communication and propensity to over promise. Gap 5 : Customer Expectations customer Perceptions : as a result of influences exerted from customers` side and because of the previous four gaps ( providers` gaps) Consequently, a process model ( Zeithaml et al..,1990) was developed to assess these gaps and take corrective actions. Servqual Model . SERVQUAL ( Parasuraman et al.,1990) had its roots from a strongly user oriented research done through numerous qualitative studies ( mainly focus groups). Parasuraman et al..,(1988) originally evolved a set of ten dimensions ,which was consolidated into five broad criteria after further in -depth research to evaluate service quality SERVQUAL is viewed as the mostly used ,valid and generally accepted measurement tool ( brown and bond,1995). It assesses customers` expectations and perceptions of quality through five generic dimensions described below : Reliability : ability to perform and deliver promised service dependablyand accurately. Responsiveness : Willingness to help customers and provide prompt service. Assurance : Employee`s knowledge , courtesy and ability to inspire trust and confidence ; serving with a smile and be courteous in their approach. Empathy : Caring and individualized attention the firm provides its customers . Ability to make him feel unique and to cater to any of his requirements. Tangibles : Appearances of physical facilities , equipments,personnel and communication materials used to enhance image of the organisation and to signal quality. SERVQUAL questionnaire contains 2 sections : an expectations section consisting of 22 statements and a perceptions section consisting of a matching set of company-specific statements ( Zeithaml et al.,1990). Expectations are measured to serve as standards against which perceptions are compared to determine service quality gap. The instrument is applicable across a broad spectrum of services but it can be adapted or supplemented to fit the characteristics or specific research needs of an organisation. the model has been criticized by a number of academics (Carman 1990; Babakus and Boller 1992; Teas 1994). Criticism was directed at the conceptual and operational base of the model, mostly its validity, reliability, operationalization of expectations, and dimensional structure. However, there is general agreement that servqual items are reliable predictors of overall service quality (Khan 2003) SERVPERF MODEL SERVPERF is quite a different approach from SERVQUAL in the sense that it tries to eliminate the expectations /perceptions problems ( Cronin and taylor, 1994 ) . It considers customer satisfaction, rather than service quality , as the sole construct determining purchase intentions . It is a performance-based model that considers service quality to be same as performance and Robledo (2001) confirmed that it is more appropriate for satisfaction measurement of Business` process by customers ( Baggs and Kleiner,1996) Importance -Performance Analysis ( IPA) IPA is a technique used to identify attributes that are considered as important factors to customers. It measures their relative importance associated with a service/product and also indicates the degree of performance ,i.e level of satisfaction (Martilla and james ,1977). As SERVQUAL,IPA support the view that quality is a function of customer perceptions of performance. SERVPEX MODEL Another model is the SERVPEX (Robledo ,2001), developed for airline services , which possess 26 attributes and a three -factor structure (tangibles, reliability and customer care). It is a basic tool for investigating perceived service quality and expectations. Quality Audit Quality audit is also an instrument assessing quality . It is often carried out as part of quality standard certification processes (e.g ISO 9000) and in TQM programs ( Rajendra and Devadasan,2005). Various researches developed quality audit tools and techniques for specific fields ; chapman et al.,2002 ( cited in Rajendra et al., 2005), to enhance quality in libraries , while, Takeuchi et all,1983 ( cited in Chua Chow et al.,2005), to improve customer service. Critical Incident Technique ( CIT) A critical incident is an observable action or form of expression, which is complete enough in itself to allow inferences to be drawn ( Davis , 2006). CIT is a very useful technique in solving real workplace problems and Edvardsson and Roos (2001) confirmed its limitless capacities in dealing with these types of problems . For instance ,CIT provides a generic road map to identify and resolve organisational problems ,particularly customer- centered ones ( Davies,2006 ) . It is like analysing the interactions of customers with providers during a service delivery . As such , it can be applied to the total customer experience ( Williams and Buswell,2003). Unfortunately, CIT has had very little exposure in the practical sphere. Direct Investigation Approach (DIA) DIA is basically a qualitative technique , which is also known as mystery shopping . It involves disguising an inspector as a customer and allowing him to actually experience the service level of an organisation under evaluation ( Baggs and kleiner, 1996). It provides an objective snapshot of the service experience through the detailed report of encounters and observation that the inspector would submit. QUALITOMETRO QUALITROMETRO is a method on the service quality dimensions ,proposed by parasuraman et al.,1988, conceived for evaluation and ON-LINE service quality control(Francheschini and Rossetto, 1995b). It allows for the possibility of a separate measurement of expected (observed as ex-ante) and perceived (observed as ex-post) quality without the potential for cross-influence on the same questionnaire . But QUALITROMETRO is still under advanced experimentation ( Francheschinie et al.,1998). Managing service quality One road to success in this dynamic world of changing customer expectations is good management practices to maintain excellent quality levels. The pioneer in this field was an American ,W. Edwards Deming who developed quality management strategies for the Japanese. Quality strategies for the Japanese . Quality management came from two ideas about how to run organisations better ; the first is about customers and the second about efficiency . Service quality management is a philosophy of continuous evaluation and improvement ( Van Der Wagen,1997) . It encloses a blend of practices such as quality control , quality measurement and service management Research done by Stephan and Yvonne Lagrosen (2003) on quality management revealed that the following core values were necessary to dash off on a quality journey. 1.Customer orientation . satisfaction of the needs and wants of customers is the ultimate goal ,being considered as the basis for quality management. Both internal and external customers are included . It is of most relevance for services as customer participation is often required in production is often required on production and also due to the high interaction level. 2. leadership commitment . an active and visible commitment from management is required . Managers need to act as role models for quality ; focus need to be more on the processes rather than the outcomes. 3. Participation of everybody . Development of quality requires the participation of each organizational member. Employees should be empowered and for services , this is particularly important for the front staffs, who perform their duties in direct interaction with customers. 4. Continuous improvements . It is important to have a sustainable development of quality and to adopt a learning culture in today`s dynamic environment. Companies should constantly renew and improve all their services processes . Focus should not be only on short-term benefits but also on long term ones. 5. Management by facts. Effective management information systems must be developed ; decisions should be based on reliable and well-documented facts. A selection of indicators related to quality and satisfaction should be used. 6. Process orientation . Firms should have processes designed to enhance customer satisfaction . The way services are produced and delivered are essential to achieve service quality. Service blueprinting is a valuable and adequate tool in this context. Total Quality Management ( TQM ) TQM is one of the most common frameworks for managing quality. It can be regarded as the highest level of quality management ( Dale, 1999) . Development of this concept is largely attributed to Japanese manufacturing companies and to quality experts including W.Edward Deming , Joseph M. Juran and Philip Crosby ( cited in Peters, 1999 and Hutchins,1992 ) .TQM is principally designed to reduce an organisation`s defects , to determine its customers` requirements, and to satisfy these requirements ( Morrison,2001) . Five principles of TQM : Commitment to quality. Quality is the top priority of any firm instituting a TQM program . Management must take the responsibility to participate and direct the TQM process to ensure its success. Focus on customer satisfaction . TQM organisations recognise that customer care about quality and make the necessary efforts to find out their expected service quality levels. Upon determination of these standards, every effort is made to meet or exceed those expectations. Assessment of organisational culture. The consistency of the existing organisational culture must be assessed with the TQM principles . A team of top executives and employees usually does this practice over a period of several months. Empowerment of Employees and teams . The success of a TQM program is greatly due to the empowerment of employees that allows them to better satisfy each individual customer. Measurement of Quality Efforts. TQM firms must be able to measure the outcomes of their quality improvement efforts . Various service quality indicators ( such as customer satisfaction and employee performance measurements) should be utilized. HOLSERV Mei et al.., (1999) brought about some amendements to SERVQUAL and developed HOLSERV to fit the Australian hospitality industry . Three items were deleted and eight others were either modified or added to the initial measurement tool, transforming it to 27 items , divided into three dimensions ( employees, tangibles and reliability ) as a final scale. It is also more user friendly and reliable but the technique needs to be supplemented with qualitative research. JUWAHEER`S ADAPTED SERVQUAL Juwaheer ( 2004) modified the servqual to explore the international tourists` perception of hotel operations in Mauritius . 39 attributes were developed through nine hotel factors , which were identified as service quality and customer satisfaction determinants. Q-Sort technique Q-sort method ( Ekinci and Riley , 1999) serves the purpose of improving surveys . It addresses problems like where is no consensus on the meaning of a particular concept ( e.g service quality). Q-Sort technique can assess the validity of quality dimensions before they are used in measurement tools but its results must be subject to factors analysis to ensure reliability. It must further be noted that it is only a preliminary approach in scale development. Service Quality in tourism When we talk about tourism, we must also talk about quality issues to provide a quality tourism product. Among the service industries tourism is especially significant in terms of its sensitivity to quality issues and in fact, service quality is one of the goal tourism policy issues in the light of the rapid growth of the industry. Valid approaches regarding service quality for the tourism industry is the customer oriented and the value-oriented approach of Garvin`s five definition of quality (Williams et al..,2003) since the specific issue of quality in tourism has not yet been address by management academics and no specific definitions have been attributed to the industry. The customer-oriented approach views customers as central to the organisation and to all aspects of the operational procedures. This explains the necessity of constantly gathering information on guests` expectations (which Diaz-martin et al., 2000, considers as a segmentation variable in tourism), perceptions and complaints concerning services. Services are delivered according to the needs and wants of customers so as to enhance their holiday experience. Moreover, the customer must derive value from the tourism product ; the quality in tourism must be both in terms of the physical product ( hotel design, room,restaurant, menu items , etc ) and the service being offered. According to Horst Schulze, president and chief executive of the ritz carlton hotel company, ( service can only be accomplished by people. The hotel can be breathe-takingly beautiful adn the food memorable, but a poor employee can quickly sour the experience). The service element is crucial in enhancing the quality of the experience of the tourist , who will always be conscious of, and even assessing , the attitude , skills and competencies of the host delivering a particular service. Gronroos (1984) , regarded service quality from 2 point of view : technical adn functional quality. The technical quality is the actual outcome of the service while the functional quality is all about the process that has been undergone to deliver the outcome. Both are considered equally important owing to their impact on customers and can surely be applied in the tourism context. The world Tourism Organization (WTO, 2003b) has defined quality in tourism as : the result of a process which implies the satisfaction of all legitimate product and service needs, requirements and expectations of the customer , at an acceptable price , in conformity with the underlying quality determinants such as safety and security, hygiene , accessibility , transparency , authenticity and harmony of the tourism activity concerned with its human and natural environment. In the above definition we can clearly find that elements of both the customer-oriented and value oriented approach has been considered together with attributes which are directly connected with the tourism concept. Tourism quality is taken from a holistic perspective in this definition. One universal truth about the tourism industry, it is that nothing

The Early Years Of Apple Inc. :: Technology History

Apple was founded on April 1, 1976 by Steve Jobs, Steve Wozniak, and Ronald Wayne[10] (and later incorporated January 3, 1977[3] without Wayne, who sold his share of the company back to Jobs and Wozniak) to sell the Apple I personal computer kit. They were hand-built by Steve Wozniak[11][12] in the living room of Jobs' parents' home, and the Apple I was first shown to the public at the Homebrew Computer Club.[13] Eventually 200 computers were built. The Apple I was sold as a motherboard (with CPU, RAM, and basic textual-video chips) Ââ€" not what is today considered a complete personal computer.[14] The user was required to provide two different AC input voltages (the manual recommended specific transformers), wire an ASCII keyboard (not provided with the computer) to a DIP connector (providing logic inverter and alpha lock chips in some cases), and to wire the video output pins to a monitor or to an RF modulator if a TV set was used. Jobs approached a local computer store, The Byte Shop, which ordered fifty units and paid US$500 for each unit after much persuasion. He then ordered components from Cramer Electronics, a national electronic parts distributor. Using a variety of methods, including borrowing space from friends and family and selling various items including a Volkswagen Type 2 bus, Jobs managed to secure the parts needed while Wozniak and Ronald Wayne assembled the Apple I.[15] The Apple II was introduced on April 16, 1977 at the first West Coast Computer Faire. It differed from its major rivals, the TRS-80 and Commodore PET, because it came with color graphics and an open architecture. While early models used ordinary cassette tapes as storage devices, this was quickly superseded by the introduction of a 5 1/4 inch floppy disk drive and interface, the Disk II. Another key to business for Apple was software. The Apple II was chosen by programmers Dan Bricklin and Bob Frankston to be the desktop platform for the first "killer app" of the business worldÂâ€"the VisiCalc spreadsheet program.[16] VisiCalc created a business market for the Apple II, and the corporate market attracted many more software and hardware developers to the machine, as well as giving home users an additional reason to buy oneÂâ€"compatibility with the office.[16] (See the timeline for dates of Apple II family model releasesÂâ€"the 1977 Apple II and its younger siblings the II+, IIe, IIc, and IIGS.) According to Brian Bagnall's book, "On the Edge" (pg.