Globalization

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To what extent can the effects of globalisation be seen in Shelcome Street?

"People around the globe are more connected to each other than ever before, information and money flow more quickly than ever. Goods and services produced in one part of the world are increasingly available in all parts of the world. International travel is commonplace" . This phenomenon has been titled globalisation. Globalisation in simple terms is the rise of market capitalism around the world. The effect that globalisation has had on life today is immeasurable. It shapes the way we live and is debated all around the world so much that it is the world's biggest argument to date.

I would define globalisation as "the integration of many different cultures from around the world into a single market through the growth of industries on an international scale". The effects of globalisation can be measured on local, regional, national and international levels. Shelcome Street displays the effect of globalisation on a local level through the substantial number of multi-national companies that operate in the area. In this report I will try to determine the extent to which the effects of globalisation can be seen on Shelcome Street, by assessing the socio-cultural and economic impact.

Shelcome Street exemplifies a modern city centre in the 1st century. The abundance of multi-national companies operating on the street is quite amazing. Companies from across the globe function alongside each other, from world-renowned American fast food franchises like KFC & McDonalds to very traditional English retailers such as BHS or Marks & Spencer. Globalisation can be seen to have affected Shelcome street, from fashion and entertainment to architecture and the arts.

A major change in the architecture on Shelcome Street can be seen in Marble arch shopping centre, an American style shopping mall with many different companies operating under one roof. Where as in the past people shopped in town centres and limited their shopping trips to fair weather days, now people can go shopping whatever the weather and all the shops are close together. This incorporation of many different types of shops to cater for a wide variety of customers is a clear example of how the American 'customer friendly' culture has been implemented in Shelby with huge success. New, modern companies are opening up all the time in Shelcome when space is available, illustrating the demand for such a location. Shelcome street has become very Americanised regarding the large number of fast food restaurants found on the street. As you walk down Shelcome street you pass a KFC, MacDonalds, Burger King and Pizza Hut. This shows the popularity of this once american, now international culture of fast food, which continues to grow from year to year.

It is not just American culture that has influenced the street

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Black Hole

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Streaming through the windows, headlights flash as they pull into the driveway. I become suddenly alert, glancing at the clock. It's 145. She told me she would be home by 115. We had both agreed there would be no exceptions. Why was she home so late? Nervousness passes through my body as I contemplate getting off the couch. Trying not to act paranoid, which I am, I stay seated and change the channel with the clicker. A door slams shut outside. Finding an action movie, I act engrossed in whatever I'm watching. The colors all seem to blend together because my mind is on my daughter. The side-gate clangs shut, she's coming in through the back. She isn't trying to sneak; she always comes this way, right? The back door slowly slides open and shut as she enters the house.

She makes a straight line for the bathroom, where she spends the next five minutes fiddling about. I admit it; I'm a paranoid mom. But, she's not doing well in school. She has her same attention thing, where she only does things she enjoys. I'm just glad she's taking two English classes; she's always been good at those. She does her work; it just doesn't get turned in. She's not lazy, but un-motivated by the pay-off the school system has to offer her. So, she finds her rewards elsewhere, where she can see the result. That's what bowling and lacrosse are for. She's on varsity teams for both, of course she's fine. She has to be. The bathroom door opens.

"Hi mom" she murmurs, trying to get by quickly.

"Wait," I say, calling her back.

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"What?" she returns resentfully.

"How was your evening?" I inquire, trying to gather something from her.

"Fine. I'm going to bed, I'm tired." She looks at me. A rush of guilt falls over my body as I catch myself looking at her eyes from redness.

"Goodnight," I say, hoping she won't realize what my plan had been. "Come give me a kiss." As she comes over I find myself smelling strongly, as if I was searching for something. She turns and heads off to bed after kissing my cheek. Did I just smell drugs? Did her hair have a faint reflection of marijuana? Were her pupils big? I lost myself in the whirlpool of questions, which kept spinning, in my mind. I knew the answers.

Soon after she's retired to her room a flavor of India comes through the vents. She has her incense going again, like she does every night she writes. She usually fiddles on her computer or my laptop for 0 minutes before going to bed. I question the incense. She's probably back there smoking pot under my very nose. I get up quickly and pace to the back of the house. I open her door quickly, but the room is dark. A haze has gathered on the ceiling as the smell rolls into the hallway. A lump in the bed rolls over and manages a quite rumble.

"What?" the lump grumbles as I flick on the light.

"What are you doing?" I ask, but realize the stupidity only after the question is posed.

"Trying to sleep," it responds, agitated. I turn the light off and creep backwards, not saying a word. What would I say? Sorry, I thought you were smoking pot? None of that would work! Returning to the television, I lose sight of what I'm watching once again. It's hard to trust her. She's lied so much in the past. About grades, where she's going, what time she'll be home. She never seems to be on the same level as us. We never know what's going on.

There's a line between being too inquisitive and over-protective. I honestly believe that my problems are wrapped around the thought of losing her. I don't want her to go anywhere. I want her to stay at home and study at the community college. I want her to begin riding again, to get her "A" rating. But, I'm chasing a dream created by a twelve-year old girl. She drove the ideas of making it big into my skull. Her heart was in it then. She actually cared. Sometime between then and now she's lost her spirit. It was before the accident so I know that wasn't the cause. Honestly, I think she lost it the day Pokey died. Most people don't know everything that happened that day. She lost two horses Pokey, who died and Allan, whom we had to return due to a structure problem. He later became a very expensive pasture ornament for Cassie, who we had bought him from. The cold that night was much stronger than the thermometer read. The wind and rain, as if from a horror movie, stood no chance against the freeze that would follow. Something chilled through her body and froze a part of her heart. It's never thawed.

She doesn't care; it's that simple; there's nothing I can do about it, either. Maybe someday, through her writing, the emotions of that girl will shine through. But for now, the only thing keeping her heart from stopping is the anti-freeze that shoots through her veins. She's tattered and worn; sick of the bull everyone around seems to feed her. It hurts, because no matter what I do, I'm not making anything better. Everything I say sends her farther and farther away. The distance between our points is growing immensely with every encounter. I guess I need to depend on the fact that others tell me that she's an overall good kid. When company is around she, smiles and jokes accordingly. But looking into her soul, you can always see that her spirit is broken. She has no twinkle of youth that shows the dreams of all children, just a deep, dark pit that she will soon fall into. My body aches at the images of how this will end for her. I'm lost in the chaos it overwhelms us all. But maybe, someday, I'll be able to understand and help her. But whatever I do, I cannot lose her.

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The more you know about a customer the better.

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Introduction

Listening to the voice of the customer is a fundamental of marketing. Needs and value assessment provides valuable inputs to product development, customer support services, logistics, and marketing communications. Customers will not only tell you what products and services they need, but which aspects of those products and services are most important in the supplier selection process and how well you perform on those attributes relative to your direct competitors. Customers can also tell you if they receive good value for those products and services, given their cost. Competitive suppliers may offer varying levels of service and/or product quality, and yet offer equal value to the customer, due to differences in cost. Understanding which product features and service attributes are most important to customers, and how your company performs relative to competitors on those factors, allows for better allocation of resources for improvement efforts and development activities.

With these in mind, the successful company will be the one that meets and exceeds the expectations of its target customers. To this end, it listens continually to its target customers to find out what products and services they want to meet their needs, and the way in which they want the products or services delivered. However, due consideration must be given to the fact that customers are moving targets and their expectations constantly change. Hence, companies need as many opportunities to hear and respond to customer feedback as they can find.

The business environment is experiencing a shift from a focus on the cost of servicing customers to the value of the customer's total relationship. The contrast between customer service and customer relationship can be explained as follows customer service is usually a reactive activity with a goal of efficiency, while customer relationship is a powerful, continuous series of proactive customer interactions based on providing effective and flexible interactions supported by empowered employees. Customer service typically has its root in the complaint activity or as a transaction-based function. In both cases, the underlying premise is that the business has a product focus, whether it sells products, services or a combination. The typical customer interaction is a transaction. It has been generally assumed that a low number of customer complaints meant that customers were mostly content with the particular product. The following report endeavours to harmoniously unite the concepts introduced above. At the conclusion of this report, the reader will understand the value of the customer and the need for customer retention, from how well the company knows about its customer. Effectively assess his needs and know the importance of making every effort to satisfy those needs. Develop customer communications to open up channels of interaction. Assess the value of a complaint and treat it as a strategic tool to improve on either the product or service or both. Differentiate between reactive and proactive marketing practices, their value, and how to successfully implement them. This report also includes real world case studies of how proactive marketing strategies improved business turnaround as well as an interview with the client care manager of a leading telecommunications company in South Africa. The primary focus of the interview was to ascertain the marketing strategy (reactive or proactive) of the company, evaluate this strategy and make recommendations for improvements.

Know your Customer

The strategic connection between the customer and the company comes from the demand-side perspective, the customer (rather than a project, product, or physical asset) is regarded as the source of cash inflows or revenues (Wayland and Cole, 175). The primary focus of company should be on its most important constituency i.e. its customers (Journal of Strategic Marketing, 1175). Harley-Davidson, producer of America's most venerated motorcycle, almost went out of business in the 180s. The company lost touch with its customers, produced expensive yet low-quality bikes for which customers had to wait. Near bankruptcy in 186, the company's new management committed itself to rekindling the Harley-Davidson spirit by getting closer to the customers and revitalising the quality of the core product. In the words of Frank Cimermancic, Harley-Davidson director of business planning ' we had to remove the reasons for people to not buy a Harley." Over the next few years, Harley-Davidson regained market share and increased output by 50 percent. Revenue grew by 85 percent and profits skyrocketed a whopping 10 percent. A close-to-the-customer philosophy with distributors, dealers and customers was one of the underlying operating strategies that contributed to the Harley-Davidson turnaround (Wayland and Cole, 177).

The preceding case was a typical example of reactive marketing practice and was based on observational knowledge. Although this approach has its merits, if Harley-Davidson had taken a more predictive or proactive marketing practice, it could have avoided being near bankruptcy. AT&T Consumer Services is an example of a business using proactive marketing strategy. When the telecommunications industry was deregulated in the USA, a competitive landscape was created within which AT&T had to survive. Given this new environment, AT&T committed itself to having the needs of its customers drive the shape of its future business. AT&T first looks at customer needs then devises ways to outperform the competition. Its focus is now on building relationships with customers and retaining them over time, as opposed to selling products. South Africa is on the verge of deregulating the telecommunications industry. Telkom and indeed the second fixed line operator can learn from and perhaps use AT&T's proactive customer marketing practice as a benchmark to gain a competitive advantage in SA.

Most marketing theory and practice focus on the art of attracting new customers rather than on retaining existing ones. The key to customer retention is customer satisfaction. A highly satisfied customer

1.Stays loyal longer

.Talks favourably about the company and its products.

.Buys more as the company introduces new products and upgrades.

4.Pays less attention to competing brands and price.

5.Routine transactions cost less than with new customers.

Thus a prudent company would measure customer satisfaction regularly (Kotler, 00048)

Today, more and more companies are recognising the importance of satisfying and retaining current customers. Here are some interesting facts on customer retention (Reichheld, 16)

1.New customers can cost five times more.

.The average company loses ten percent of its customers annually.

.A five-percent reduction in defection rate can increase profits by twenty five percent.

4.The customer profit rate increases over the life of the retained customer.

There are five different levels of investment in customer-relationship building

1.Basic marketing simply sells

.Reactive marketing sells and encourages response

.Accountable marketing salesperson calls to check on product satisfaction

4.Proactive marketing salesperson often calls with new product information

5.Partnership marketing the company works closely with clients to discover ways to perform better

The likely level of relationship marketing depends on the number of customers and the profit margin level as illustrated below (Kotler, 00050)

HIGH MARGIN MEDIUM MARGINLOW MARGIN

Many customers/ Distributors

Accountable

Reactive

Basic or reactive

Medium number of customers / distributors

Proactive

Accountable

Reactive

Few customers / distributors

Partnership

Proactive

Accountable

Customer Needs Assessment and Customer Communications

One of the best strategies to assess the needs of the customer is to spend a 'day in the life' of the customer (online). The following table provides a handy checklist for marketers who are interested in implementing this strategy.

I. Strategy and logistics

Selection should you visit a customer that is loyal, prospective, dissatisfied, etc.?

Visitors will marketing, sales, technical, and/or other staff participate in the visit?

Timing will you observe your customer during normal/peak/low activity time, etc?

Length do you want to spend an hour, a day, multiple visits?

II. Internal/ Customer Relationships

Internal organisation acceptance have you established objectives and benefits to all key parties within your organisation, and co-ordinated with relevant customer contacts?

Customer acceptance have you established win-win understanding for your visit, and gained an understanding of any relevant sensitivities, limitations, etc.?

III. Execution

Sources of information will you include workflow observation, interviews, and observation of working environment?

Motivators can you assess the customer's relevant incentive systems, personnel attitudes towards stakeholders, etc.?

Data capture will you take notes, photos, video, etc.?

Recognition of customer investment in your visit will you compensate with fees, information sharing, etc.?

Maintenance of customer relationship

Good customer communications are a vital part of customer care (Wood, 00018). The communication can be in writing, face to face or on the telephone. Irrespective of the method, it should be clear, concise, and courteous, creates the right impression and conveys the correct message. There is no doubt that thousands of companies implement customer care programmes and yet still have customers who receive poor service and complain about it. The problem often lies in allocating a specific department for customer care instead of training and empowering all staff to deal with customer care issues. Another common problem is that companies impose customer care programmes without explaining the reasons behind them, or do not allow staff who deal with customers everyday to influence how customer care is implemented.

Listening skills are also a vital part of customer care. By using effective listening skills, all the necessary and relevant information pertaining to customer wants and needs can be obtained. Listening is an active and not a passive activity. Listening is also a proactive marketing strategy because a potential problem can be averted because of some useful information that was received (Wood, 000). The following table lists some tools that can assist the marketer in listening to the customer and ascertain what needs to be done in order to improve the product or service that is being offered (online). This approach, which seeks to identify the customer needs and what they require in service delivery, is one of the cornerstones in marketing and the marketing firm must pay close attention to it. Relationship marketing as a strategic mechanism can not only deliver satisfaction, but can actually 'redefine' what satisfaction is for the customer and actively employ the co-creation process of satisfaction (Journal of Strategic Marketing, 1814)

TOOL

NATURE AND PURPOSE

ADVANTAGES

DISADVANTAGES

Focus groups

Small groups of customers meet with a facilitator to answer open-ended questions.

Provides an intimate view of customers; obtains deeper comments and ideas than surveys.

Small groups may not be totally representative of entire customer base.

Customer panels

Similar to focus groups, but panels meets on a regular basis.

Regular meetings provide even more intimacy than focus groups. Customers who think about your problems over the long-term may come up with especially valuable ideas.

Customer panels require considerable management effort.

Face-to-face individual interviews

Personal interviews provide nuances of different customers thoughts.

In groups, customers influence one anothers responses. Individual interviews may enable customers to articulate more idiosyncratic thoughts.

In groups, customers help each other to articulate thoughts that may not be clear at first. This isnt possible with individual interviews.

Visits to customers and observation of their service use

Thoughtful study of customers in the setting in which they actually use your service provides the most intimacy.

Probably the most under-utilised method. When people who design the service see it in use they get ideas for improvement that customers themselves may never propose.

Customers often like to be visited, but planning and systematic preparation are required to insure maximum utility.

Customer tours

Invite customers to tour your facilities and discuss how you can serve them better.

Customers offer excellent ideas while at your site.

Customer tours wont provide comprehensive understanding of customer views

Meeting trade shows

Setting up a booth where customers congregate is a cost-effective and time-honoured method of hearing the customer.

You can meet more customers per dollar expended than with other methods.

There is little time to talk; the atmosphere is artificial.

Toll-free numbers

Companies attach toll-free telephone numbers to services collateral or Web sites.

An effective method of gathering data from customers whilst problems are being experienced; it also improves satisfaction and generates add-on sales.

Can be expensive.

Telephone, mail, or e-mail surveys

Surveys ask a fixed menu of questions to a large number of people; can be most useful to gather opinions on closed-ended questions, the importance of which you have already established by other means.

If well managed, can provide scientifically valid information on the thinking of the entire customer base (compared with smaller group meetings or individual interviews).

Information will be limited to the specific questions you ask, while worthwhile, it seldom produces extensive responses.

Mystery shoppers

Professionals visit your business posing as customers and report on how they were treated.

Can give accurate that information on services you provide.

May cause employees to feel they are not trusted.

Customer Complaints A Blessing or a Curse?

The effective handling of complaints and good service recovery are, for many companies, the best opportunities to show how far they are prepared to go for their customers in terms of service delivery (Barlow and Moller, 161). When customers are dissatisfied with a product or service, they have two options they can complain or walk away. If they choose the latter, the organisation has no opportunity to mend their dissatisfaction. Thus, companies need a paradigm shift. Complaints must be welcomed and treated as a gift because customers who take the time to complain still have some confidence in the organisation (Barlow and Moller, 161). It is less of a hassle for the customer to take the business elsewhere than to complain.

In 1, the Savings Bank of Manchester, Connecticut identified an area where a concentration of fraudulent activity was taking place. Criminals were using false automated teller machines to get customer account numbers and then emptying their accounts. These criminals were caught only because customers complained (Barthel, 14).

Wayne-Dalton, manufacturer of doors and security grilles, switched to a new packaging system after their customers complained about damaged doors. The new, more expensive packaging reduced the complaints and also ultimately resulted in a net reduction of costs (Wayne-Dalton, 17-7).

By paying attention to customer complaints, Quick-Park Inc, a US company that manages parking lots, instituted several changes that expedited the processing of exiting cars. This pleased the customers and saved Quick-Park nearly $500000 annually (Luehlfing, 1-6).

The above cases are examples of reactive marketing practice. However, because the customers took the time to complain, and the companies listened, potential losses were averted. In fact complaints led to improvements in turnaround and service. Following are some proactive strategies, which can be implemented to avoid customer dissatisfaction (online). However, they do not dismiss the value of complaints.

Desired merchandise must not be out of place, out of stock, or on order

Help should be always available when it is needed

Employees must be highly trained, informed and focussed

Get rid of bureaucratic processes and red tape which leads to delays

Waiting in line, on the phone or anytime should be discouraged in the company policy

Prices clearly marked

Advertising must not be misleading

Value commensurate with price paid

Quality that lives up to expectations

Stand behind your products or services

Customers value some combination of the following

Genuine courtesy

Quality people, product, process

Efficiency

Effectiveness

Service has to be forethought, not an afterthought. Build service into all parts of your operations from the beginning, rather than frustrating yourself, your people, and your customers by trying to engineer it along the way.

REACTIVE OR PROACTIVE MARKETING PRACTICE? WHAT IS IT GOING TO BE?

Kotler (00050) describes reactive marketing as the selling of products or services. The customers are encouraged to call if they have any questions, comments or complaints. Proactive marketing, on the other hand, occurs when the salesperson contacts the customer from time to time with suggestions about improved product uses or helpful new products. It is clear that proactive marketing tends to be more customer-focussed and as such builds bonds between customers and companies. A recent interview with a product manager of a leading telecommunications company revealed the following

Before Transnet began privatising the various divisions, Transtel enjoyed a monopoly. Company policy prohibited the other divisions from dealing with other companies. Transtel had exclusive rights to provide products and services to the organisation. Following the privatisation of the divisions, profitability became a driving force. They now had to be leaner. Costs had to be kept to a minimum. The same applied for the Transtel. Because of the restructuring of Transnet, Transtel could not afford to be complacent anymore or else they would lose the business to its competitors. The customers began to demand better and cheaper service. Transtel could no longer be just reactive if it wanted to remain competitive. Therefore, the client care division streamlined itself and began implementing this paradigm shift. Clients are visited on a regular basis and kept abreast of new technologies that would help them remain competitive. Because of this change in strategy from being reactive to being proactive, Transtel has not lost any of its customers but have actually gained more because of their reputation of being a customer-orientated company. Now the company is preparing itself for the second fixed line operator licence. They are preparing business and marketing plans with the main focus on its customers and how they can best serve the public with what they have to offer.

Another case where the proactive approach was beneficial was that of Advanced Communications (Ainga, 17). The company effectively reduced the number of incoming calls to its customer service department by eighty percent through a proactive approach to client handling. The business has since grown by ninety two percent. This was achieved by constant analysis of clients' needs. They implemented a regular programme of mail-outs and Web information that addresses common queries, thereby reducing the need for customers to telephone the support department. The company also developed Freetalk Plus, a service that enables customers to have quarterly checks on their mobile tariffs built into their accounts. This in effect guarantees customers of the validity of their accounts. They also require all staff to complete internal and external product, sales and service training courses. Their customers have come to expect that they stay one step ahead of the game.

These and other numerous cases of successful implementation of proactive marketing practice which lead to increased turnover and reduced costs. Clearly a company that wants to remain competitive needs to seriously consider its marketing practices.

CONCLUSION

In keeping to the topic, this report has focussed on the value of a customer, the need for customer retention and the importance of knowing your customer. Also, the effective assessment of customer needs and the satisfaction thereof, customer communication channels for interaction and the value of complaints as a strategic tool was investigated. Encompassing all of these was the reactive verses proactive approach to marketing using case studies and an interview. It is clear that companies need to shift from reactive service to proactive service (The Business Journal of Portland, 17). Companies need to beat customers to the punch, be there before they need you, anticipate their needs and make customers feel that you care about them personally.

Please note that this sample paper on The more you know about a customer the better. is for your review only. In order to eliminate any of the plagiarism issues, it is highly recommended that you do not use it for you own writing purposes. In case you experience difficulties with writing a well structured and accurately composed paper on The more you know about a customer the better., we are here to assist you. Your cheap custom college paper on The more you know about a customer the better. will be written from scratch, so you do not have to worry about its originality.

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Getting Accepted into College

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I would really like to be accepted.Enclosed please find 1 Tax Resale Deed for Lot 8, Holiday Hill Subdivision, which was bid in trust to the County on March 4, 00 at the Courthouse. Would you please forward this document to the appropriate member of the school board to obtain the signature of the Board President. Please obtain the signature, and have them notarized, then returned to me in the enclosed, self-addressed stamped envelope.

Should you or the Board President have any questions, feel free to contact me personally.

Thanks for your help.You have previously been served a citation in the suit styled LaPoynor Independent School District vs. Jesus M. Trevino, Jr. et al. We are in the process of trying to recover a judgment against Mr. & Mrs. Jesus M. Trevino, Jr. For the 5.671 Acre Tract out of Abstract 50 of the J. T. Martin Survey for delinquent tax years of 1 00. The post office was unable to serve Mr. & Mrs. Trevino, Jr. at P.O. Box 1517 in Palestine. Would you please provide us with their correct address to where a citation may be brought to their attention. Your cooperation in this matter is greatly appreciated. Should you have any questions feel free to call Anna Fontana or Christina Whitehead at the above number.

TO THE HONORABLE JUDGE OF SAID COURT

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Now comes Plaintiff, County of Henderson, the above numbered and entitled cause and would respectfully show the Court that the Plaintiff no longer desires to pursue this cause of action and that all costs of court have been paid. Therefore, pursuant to Rule 16, Texas Rules of Civil Procedure, Plaintiff does hereby dismiss this cause of action against the Defendants without prejudice to the rights of the Plaintiff to refile the same cause of action at a later date or to the rights of the Impleaded Defendant taxing units, if any, to further prosecute this action.

McCREARY, VESELKA, BRAGG & ALLEN, P.C.

Attorneys for Plaintiff

5 Balcones Drive, Second Floor

P.O. Box 60

Austin, Texas 78755

(51) 451-000

By ________________________________________

Harvey M. Allen

State Bar No. 0104500

ORDER OF DISMISSAL

It is ordered that this case is dismissed without prejudice. Costs collected pursuant to TEX. PROP. TAX CODE, Sec. .48 are to be distributed as shown on the records of the District Clerk, including but not limited to the Sheriff for service of citation, to the Clerk for docketing and issuance of citation, and to Plaintiff's attorney for abstract costs.

Signed this _______ day of ______________________, 00.

_________________________________

JUDGE PRES

CHRISTINA WHITEHEAD

McCREARY, VESELKA, BRAGG & ALLEN

101 E. Tyler Street

Athens, Texas 75751

(0) 675-618

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USSR vs Russia

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For half a century two of the world's greatest superpowers, the United States and the Soviet Union, were locked in bitter rivalry, which became known as the Cold War. When the Cold War was over, the Soviet Union no longer existed, even though the war never turned hot. What emerged were several republics broken apart, the main being Russia, to form independent states. Therefore we will examine the cause of the collapse of the Soviet Union, and compare it with the current Russian state.

The Soviet Union was a Federal system on paper, made of republics that supposedly joined voluntarily. There was a Politburo, twelve to fifteen members with another five to six nonvoting candidate members, which acted like a cabinet in a parliamentary system. Also, there was the Secretariat, twenty-five members who oversaw the work of the entire party. The General Secretary served as both the head of the Secretariat and chair of the Politburo, equivalent to a Prime Minister. This made up the main pieces of the formal government.

The functioning of the government in reality was much different. The party controlled everything inside the government and also much in the personal lives of the people. Positions inside the party were filled by the Nomenklatura, a list of names of those determined by the party hierarchy to be able to fulfill certain positions. The totalitarian nature of the party provided for a command economy, one where the government decides what goods and services will be produced, how much will be produced, and the cost.

When Gorbachev came to power he knew that the Soviet Union needed to change. Gorbachev was, "convinced that they could not breathe new life into Soviet institutions without changing the country's political culture." (Hauss 65) Therefore, according to Gorbachev, in order to reform the economy, they must first reform the political system. This reform of the political system was known as Glasnost.

Cheap University Papers on USSR vs Russia

Glasnost was intended by Gorbachev to bring about a Western-style political culture by giving the people more freedoms and bigger say in what took place in the government. This was the main focus of Gorbachev so that he could lay the foundation for further reforms in other aspects of the Soviet system. However Glasnost backfired for Gorbachev because the people vented their frustrations caused by the government, rather than feel better about it. Added to this the fact that most people felt that economic reforms were taking place too slowly, and very few people approved of the job Gorbachev was doing.

Perestroika, total restructuring of the economy, is what Gorbachev felt was needed to revitalize the Soviet economy. Gorbachev was able to bring about a few initiatives in his attempt at perestroika including introducing market mechanisms, privatizing certain small businesses, agricultural reforms, and easing restrictions on foreign firms. However, these attempts at economic reform were too little too late.

With the loosening of the government's control over the people and a more educated population, the unrest became too much. On August 1, 11 eight hard-liners, which were concerned over the decaying power of the party, executed a coup attempt. The coup failed, but the union was not restored. Thus, the political pressures unleashed by Gorbachev's Glasnost were too much and caused the collapse of the Soviet Union. The collapse of the Soviet Union brought the birth of the Russian Federation.

Russia is new country, very different from the Soviet Union. Russia has made real attempts at establishing a true democracy with a parliamentary form of government. There are two houses that make up the parliament, the Federation Council, and the State Duma. Most of the power however lies with the president and the executive branch, but the power is much more dispersed than compared with the Soviet Union.

One problem that the new Russia has faced is that many of the same Soviet officials run the bureaucracy today simply because there is no one else qualified to do so. This feeds into the political culture in Russia, where the people do not have much trust for authorities because of seventy years of oppression. Although there is now a choice between political parties in Russia, open and voluntary political participation is a new phenomenon for the people.

Though there has been a long history of oppressive rule in that part of the world, there is hope for the new Russia. With a foundation of democracy in place, there is reason to believe that Russia will have a better outcome than the Soviet Union. I believe that as Russia's economy grows, so to will the spirit and principles of democracy. The quirks will be worked out, and the people of Russia will lead themselves to a great future.

Works Cited

Hauss, Charles. Comparative Politics; Domestic Responses to Global Challenges 4th ed. Wadsworth/Thomson Learning Belmont, CA 00

Parenthetical citations (Hauss 65)

USSR

Head of stateGeneral Secretary

Head of governmentGeneral Secretary

Political cultureDeclining view of governments legitimacy in late 80's

Political partiesCommunist Party of Soviet Union had all control

Russia

Head of statePresident

Head of governmentPresident

Political cultureDistrust for people of authority

Political partiesVarying parties, no major continuous parties

Works Cited

Hauss, Charles. Comparative Politics; Domestic Responses to Global Challenges 4th ed. Wadsworth/Thomson Learning Belmont, CA 00

Parenthetical citations (Hauss 65)

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Total quality management in secondary school

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OVERVIEW OF Barataria Secondary Comprehensive School (BSCS)

vA public secondary comprehensive school.

vManaged by the Ministry of Education.

vEnrollment 1500 students

vStaff Teaching 100 teachers.

Administrative Principal, Vice-Principal, 7 Deans, 7 HODs, 1Bursar

Auxiliary Staff persons (Clerical Staff 8; Lab Assistants & Workshopattendants 15

vNo of Departments 7 (Business Studies, Maths & Science, Languages, History, Mechanical, Electrical, Drafting, Building Craft.

vNo. of Classrooms 45

vTypes of Programmes Ordinary & Advanced Levels

vNo. of Subject Clusters 15

Group A General Studies, Accounts, Science, Typewriting, General Electricity

Group B Music, Visual Arts, Food & Nutrition, Woodwork, Mechanical Craft, Technical Drawing.

Group B Dressmaking, Tailoring, Metalwork, Building Craft, Beauty Culture.

Insert Org str

STATEMENT OF THE PROBLEM AND KEY ISSUES

DIAGNOSIS List of Competing Problems

Process Problems

Structural and Systemic Ministry of Education. The absence of a strategic focus, pro-active modus operandi, inefficient and ineffective processes.

-BSCS lack of an official management structure.

-lack of clinical supervision of staff

-lack of professional development opportunities

-

Recruitment and Selection No training in pedagogy is required.

This results in poor classroom instruction.

Curriculum that is not learner-centered nor tailored to the needs of a changing society.

Lack of programmes to facilitate the teaching / learning process. (Orientation, extra and co-curricula)

Lack of involvement and coordination between the key stakeholders.

Data Collection

Culture of lethargy

Financial Lack of adequate funding for purchase of resources and other supplies not to mention a descent infrastructure (leaky roofs).

Inadequate compensation packages for teachers

Symptomatic problems

·Demotivated teachers

·Overworked teachers

·Absenteeism and Unpunctuality

·Crowed classrooms

·Poor academic performance

·Delinquent Behaviour

Mission Statement of BSCS

"To provide quality education to students of varying abilities, to enhance personal development, to prepare them for the world of work, further education, good citizenship and to enable them to adapt to the needs of a changing environment."

How can this mission be accomplished?

The following statement holds true "It is virtually impossible for any organization to successfully accomplish its mission without the effective management of operations".

Some of the key operations management (OM) areas applicable to my organization are as follows

·Service Design As a school its incumbent to design and deliver educational programs with outstanding quality and inherent customer value.

·Process Design The Ms of men, materials and machines must be in the right place at the right time.

·Layout This can be applied to the actual allocation of groups to specific classrooms. For example Would you place a Form 6 class adjacent to a Form1 Class?

How can I layout my classroom for effective delivery? Would a circular /semi-circular format be more appropriate than the traditional linear style?

·Scheduling What criteria am I going to use to allocate staff members to classes?

Am I going to assign the new teachers to the most difficult classes? Can I design the time- table to facilitate team teaching?

·Quality is a feature that should permeate all aspects of the school operations.

As such, the management of operations is just as important to this service oriented, not-for-profit organizations as it is for a manufacturing, profit-based firm.

One thing is for certain, the school and for that matter the education system as a whole is plagued with numerous problems. Its definitely is difficult to decide where to start, however it is critical that all stakeholders be involved so that there is 'buy in' of the paradigm shift. However as an educational institution, one cannot sit back and wait for change to occur, one has to make that change a reality, thus as a school we have to look within and devise solutions to existing problems. Of course, that does not discount the fact that we have to lobby the Ministry, so that they can also start thinking 'out of the box'.

Key Processes to be Improved

Curriculum Development

Problems

§Too long a time frame before curriculum updated.

§Little input from people involved in the process - subject teachers.

§Produces an output that can be irrelevant to the environment in which it operates

§Inadequate numbers involved in the process at any time due to time and space constraints

§Little or no input from bodies particularly corporate bodies that are external to the school system.

Recommendations

§Liaise with Curriculum Officers at the Learning Resource Center at Couva in order to adapt the subjects to the changing market needs.

§Source input data from all the key stakeholders.

Curriculum Delivery

Problems

ØLack of synergies between various schools and even between teachers within the same school in order for there to be excellence in delivery.

New teachers are left on their own to either 'sink or swim'.

Staff Development

Objectives To ensure that all member are professionally competent in order to deliver a quality programmes to students.

Programmes to be implemented

ØInduction programmes for new staff members

ØMentoring programmes so that new entrants into the profession can benefit from the expertise of existing successful teachers.

ØInstitute a Team Based approach for delivery of the content of the syllabus. According to Professor Miller 'The teaching profession is highly individualistic vs. team-based'. Teachers within a department need to get together and share ideas and strategies on the most creative ways to impart the information to the students. For example would a project approach be more appropriate for specific topics? I am forced to quote from another excellent article by Professor Miller 'Use a variety of pedagogical tools to maximize the involvement of the class in the learning process. The use of role plays, videos, group projects, presentations, research exercises, class discussions, real-life cases, on-the-job assignments, and term papers will greatly enhance a students ability not only to manifest their intellect, but also to better function in society.'

Teachers need to remember a simple credo that I try my utmost best to apply "Proper prior planning prevents poor performance."

For example research indicates that in Japan a teacher does not teach for more than three hours per day. The remaining time is spent preparing for the lessons. This is indeed critical in order to avoid unprepared teacher entering the classroom, resulting in 'breaking down' instead of 'building up' of the students. Teacher needs to be masters of the subject area in which they are tutoring. This is a big issue, especially since in many instances, this is not the case. This results in the delivery of a lesson that lacks depth, far less for it even being interesting or creative for the students.

ØNetworking This collaborative approach can be extended to include schools within a particular district. For example, in the GCE Advance Level Business Studies subject which I teach, there are 7 key areas Business and the Environment, People in Organizations, Marketing, Production, Finance, Accounts and Information for Decision-Making, as you will well appreciate its extremely difficult for an individual teacher to design approximately 400 quality lesson plans to cover the entire syllabus. Hence, if there is division of labour and specialization simple concepts promugulated by Adam Smith some 400 years ago, I'm sure everyone would benefit, most of all the students. Teachers really need to work smarter, not harder.

ØIntroduction of new technologies equipment, labs, workshops.

Over the past few years several Caribbean countries have been undertaking education reform exercises geared at preparing their citizens for the 1st century and competition in the global workplace. The main characteristics of the process include curriculum reform, changes to the teaching methodology and assessment processes, with technology serving as a catalyst for change.

In an article entitled 'The impact of technology on the Teaching-Learning process in the Caribbean Experiences from Barbados and Jamaica', the writer believes that there should be a focus on Integrated Learning Systems- i.e. the use of computer aided instruction and the use of technology in the development of cognitive and higher-level skills by students and the associated strategies to promote a more constructivist (child-centered) vs. instructionist (teacher-centered) approach to education. Technology certainly has a tremendous capacity to change the entire culture of a school and hence the modus operandi of teaching and learning.

In line with the 'work smarter not harder' philosophy, indeed the use of multi-media projectors, will definitely enrich teacher delivery and reduce the planning workload. At present, teachers are required to prepare daily notes of lessons, barring annual syllabus reviews, these same plans can be easily adjusted electronically to suit the particular class, instead of having to manually re-write more or less the same information over and over. This will go a long way in reducing or even preventing teacher burnout.

Additionally, information's systems can provide an efficient system of receiving, storing and disseminating information.

School Organization

The effectiveness and efficiency of the entire organization can be improved via

vDecentralized administration

vFunctional Committees e.g. Public Relations

vPastoral structure (Deans, Students)

vCommunication network (including the Ministry of Education)

vPersonnel integration

vParental input

vCommunity / Support groups (establish meaningful linkages)

vExplore options for the cafeteria

vPast student alumnae

Funding

How can we become self-sufficient?

Sources of funding

1.Government Funding

.Internal Funding

§Cafeteria

§Committee funding

§Sell our services e.g. Craft area, Agricultural Science, Beauty Culture, Home Economics, Music and Culture (entertainment)

§One major fund raising activity per term, with PTA (Parent Teachers Association) involvement

§Contributions by students

§Payment for all breakage of equipment

Physical Plant

How can we improve and maintain the physical infrastructure and the environment?

§Liaise with MTS (Maintenance, Training and Security Co. of Trinidad & Tobago)

§Student involvement in house-keeping

§Improvement of overall security burglar proof, lights, locks

§Improvement of drainage,

§Institute an Anti-Litter campaign

§Beautification of the premises

§Greater role for Deans and Prefects

Total Quality Management in the Education process

According to Heizer and Render Total Quality Management (TQM) refers to "the management of an entire organization so that it excels in all aspects of products and services that are important to the customer." TQM has implications for all of the key areas in the production of an educational service.

The Juran Institute in 16 published ten clear trends for quality management over the next ten years.

These are as follow

1.Expansion of quality management concepts, methods and tools to all industries and all company functions.

.Quality improvements at a revolutionary pace. (Continuous Improvements)

.Partnering forming relationships with all stakeholders, even with competitors.

4.Education and training for all members of the team management, professionals, workforce, suppliers and customers.

5.Self-directing workteams (Employee Empowerment)

6.Information systems for quality

7.Process management and process engineering

8.Customer focus

.Benchmarking

10.Strategic Quality Management

Heizer and Render adds to this list Just-in-Time (JIT), Taguchi concepts and TQM tools

With respect to Education and Training according to Peter Senge 'The ability to learn faster than your competitors is the only sustainable competitive advantage.' As an educator, we need to recognize that the skills of the workforce are going to be the key competitive weapon in the 1st century. Brainpower will create new technologies, but skilled labour will be the arms and legs that allow one to employ the new product and process technologies in order to be a low cost producer. The investment in education and training is high, but the rewards are great.

This necessary investment in our people may have been best expressed by George Guilder 'The central event of the 0th century is the overthrow of matter. In technology, economics, and the politics of nations, wealth in the form of physical resources is steadily declining in value and significance. Today, the ascendant nations and corporations are masters not of land and material resources, but of ideas and technologies. Wealth comes not to the rulers of land but to the emancipation of mind.'

Quality Leadership

Applying quality leadership principles throughout the operations is also of extreme importance. Process improvement can only occur via a proactive rather than a reactive approach to management. The following guidelines are should be quite helpful

RESULTS Mgt vs. PROCESS Mgt

·Motivate the individual Remove barriers

·Who is wrong?What is wrong

·Allocate responsibilityStudy process to improve

·Focus on the bottom lineFocus on process improvement

·Individual achievementGroup achievement

·Give crisp marching orders Establish well defined processes

·Do your jobHow can I help you to do your job

·Decisions driven by opinions Decisions driven by data

·React (short-term)Prevent (long-term)

·Crisis management Pro-active management

Additionally, Deming offered the following advice on leadership

·A leader has theory that is, he has knowledge and a willingness to learn.

·A leader feels compelled to accomplish the transformation that is, he has vision.

·A leader is practical he has a plan, step-by-step, and can explain it in practical terms.

·A leader must convince and change enough people in power to make it happen.

Clearly, the pursuit of quality is a journey and not a destination. Quality is excellence continuously reinventing itself. There is the need to manage change constantly. It is said that at AT&T quality is almost a religion. They believe that you must serve your customer, value and respect people, set measurable and actionable goals, find change before it finds you, and take risks and learn from failure.

The role of leadership must be valued, we need to recognize and celebrate success. It's important for us to do what's right, always make timely decisions and prepare ourselves to make peace with the fact that our work is never truly over. As Winston Churchill once said, 'Success is never final'.

Some Strategies For Achieving Total Quality in Education

·Planning The plan and the approach must address all the parts of the whole organization.

·Develop an Internal Approach, based on simplicity, flexibility and organizational ownership.

·Follow the principles of Delighting the customer, in this case the student, the parent and society.

·Remember quality is an enabler, not a substitute for a product or service strategy

·The key issue is Total Organizational Change

·More specific strategies include

-Providing visible leadership This is the single most important factor. It has to be first. It is different from management. All levels of leadership must be addressed. In the final analysis leadership is a predictor of success.

How can this be done?

vBuild a Vision

vSet Goals

vCommunicate

vCoach others

vSet an Example

vAssign responsibility and assess results

-Focus on student results and Behaviour Results - What is the minimum level of performance? For example Passes in five CXC subjects, or two Advanced Levels and General Paper. Are these being met? How do you know?

Behaviour Is their student indiscipline? What are the root causes?

The following issues in terms of student development should also be considered - Remedial programmes, streamlining, Re-examination of the Prefect and Block system, Open day programmes etc.

-Train all teachers Mastery of content and pedagogy. Lawrence Cremin referred to it as 'infinitely skilled teacher- requires teachers who understand their subject matter and know how to connect it to the different experiences and understandings that children bring with them. It requires teachers who understand how people learn, and how differently people learn. It requires teacher who can perform the creative act of integrating that understanding into curriculum that is engaging and powerful, that deals with central concept and that develops high levels of skills.

-Recognize teachers' participation and successes and reward them both financially and non-financially. Employ seasoned teachers as Master Teachers, so that veteran teachers can benefit from their wealth of experience, instead of having to learn by doing. Mentorship, coaching and collaboration are some tools which can be utilized for improved teacher and hence student performance.

Peer recognition is said to be one of the best strategies. Additionally, small, unit recognition is better than big affair for a selected few.

-Define and improve processes

Some key areas to be covered here include-

ØTeacher Planning and Preparation i.e. Scheme of Work and teaching plans. Lessons Plans should reflect Objectives, Content of Topics, Teaching/Learning Strategy, Individual Student needs and Lesson evaluation.

ØInstructional Skills i.e.

1.Practical teaching/ Implementation of plans. This includes Organization of instruction, Use of resources, Questioning techniques, Lesson summary and closure.

.Monitoring and Assessment in terms of student participation, feedback and adjustment to lessons based on feedback.

ØClassroom management and control including time management, classroom atmosphere, classroom discipline, sensitivity to students as persons.

ØAdministrative Duties such as maintenance of student record and the provision of information on students' progress.

ØProfessional interactions and relationships such as the sharing of knowledge / experiences with colleagues, the ability to accept constructive criticism and support of colleagues / school.

ØProfessionalism in terms of interest in professional advancement / lifelong learning, contributions to professional workshops /papers/ seminars.

ØCo-curricula activities must be supported by all teachers for them toreally get off the ground.

-Communication This starts with Listening. It should be with both internal and external stakeholders. It is indeed a tough task that requires a lot of patience and wit so that the intended message gets across in the manner intended.

-Measure results Collect data and assess performance. For each specific goal there should be a corresponding performance measure.

-

Conclusion

According to Mrs. Hazel Manning, the Minister of Education "education is the way and the light to a better today and all the best possible tomorrow's." In this rapidly changing global environment the educational enhancement of our population is a must. In order for the government of Trinidad & Tobago to achieve its Vision 0 0 , there needs to be quantum change. This quality secondary education involves

·Having well planned, carefully developed systems with realistic time frames.

·Provision of a wide range of subjects and activities to cater for the many skills, talents and interests of students.

·The provision of suitably qualified well trained and well paid teachers, administrators and support staff.

· Properly constructed, safe, secure and well ventilated schools.

·A wide range of facilities, such as libraries, laboratories, workshops, music, and art rooms and suitable equipment to aid student learning.

·Small, manageable classes that cater for individual needs.

·Increased and adequate funding to ensure that all education goals are achieved.

Indeed, the problems at the individual schools are not isolated and relate directly to the administrative structure by which it is guided. As the old saying goes 'it takes two hands to clap', hence all stakeholders need to put aside their differences and attempt to devise a workable plan so that the flowers of our nation and the future generation can benefit.

Bibliography

Article - The Quantum Revolution in Economics and Technology

Heizer and Render, Principles of Operations Management 5th ed., Prentice Hall, New

Jersey, 00.

Miller Harvey, Internet Article 'Improving the Educational Performance of St. Lucian Learners'

Miller Harvey, Internet Article 'Improving our Education System Through Total Quality'

Internet Article www.aft.com

Trinidad & Tobago Bureau of Standards National Quality Forum '6 In Pursuit of Global Markets

Trinidad Express, Friday 8th March 00 Address to the Nation

Please note that this sample paper on total quality management in secondary school is for your review only. In order to eliminate any of the plagiarism issues, it is highly recommended that you do not use it for you own writing purposes. In case you experience difficulties with writing a well structured and accurately composed paper on total quality management in secondary school, we are here to assist you. Your cheap custom college paper on total quality management in secondary school will be written from scratch, so you do not have to worry about its originality.

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Home-based Workstyle

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It is 10 o'clock in the morning. After having a leisurely breakfast with his family, Jack sits at the computer desk and begins his work. He turns on the computer and logs onto the Internet. With just a few mouse clicks, he gets the latest news and all the information about today's tasks and objectives. Quickly, Jack makes a clear arrangement for today's job. Due to this type of flexible working, Jack managed to deal with different pieces of work at a time and he is still able to find time to play sports and join clubs in the neighborhood. Jack enjoys this lifestyle, and his company enjoys it too. In this information age, a home-based work style is beneficial for companies that use IT and Internet, because it can cut costs for the company, improve employees' efficiency and make it easier to communicate with customers face-to-face.

Implementing flexible working may mean the extra cost of setting up employees IT needs at home, but overall, people working at home will reduce costs. For example, less office space is needed, other employment overheads are saved and sometimes retaining experienced staff reduces the cost of recruitment and training. British Telecommunication is one of Europe's leading providers of telecommunications services and has around 108000 employees. The company began implementing teleworker schemes in 10 and now probably has the largest number of teleworkers of any UK organization. BT has already announced benefits from savings on property costs of 180 million pounds a year (a 50% reduction versus pre work style). Xerox benefits by saving 5% on call costs and fixed costs. These savings for the company can often translate to benefits for employees as well.

The benefits for the employees who work from home are many reduced disruption, reduced traveling and stress, flexible time and location, greater availability of information, greater freedom to balance work and home demands. Thus, their productivity is efficiently improved. Surveys show that in BT, productivity had increased up to 0% and 78% of teleworkers considered themselves to be more productive. One employee at BT said" I'd forgotten what it was like to read documents without my fingers in my ears. There is total peace here, no noisy individuals with headsets. No constant banter and distraction. I love it!" Another said" Standing on a crowded platform in the rain, followed by being herded into a sweaty carriage for over an hour, doesn't put people in a good mind set for work. From home you can get up later but still be at your desk earlier and in a much better refreshed." According to what they said, the home-based work style has an advantage that the office-based work style cannot compete with. Employees tend to finish a job at home, while there would be a far more chance that they would leave the work to be completed the next day if they had to travel home. Employees are more in control about when and how they work, so they have more freedom in achieving objectives.

A good relationship with its customers is another essential factor for a successful company. Employee who work from home are likely to join the local activities, so that they can get closer to their customers, making it easier to communicate with customers face-to face. Approximately a third of 1874 BT employees who work from home reported that they are involved in community and volunteering activities. 14%(67) of 1874 respondents stated that it made involvement easier and only respondents stated that it made involvement more difficult. 118(6%) reported an increase in the amount of time spent on such activities as a result of teleworking, and only 1 a decrease. It appears therefore that BT teleworking does support community involvement at least in the areas where employees live. BTs customer satisfaction in the area of service provision achieved 0 per cent - the strongest performance of all participating operators. Their business customers are amongst the most satisfied with their performance in providing service, complaint handling and billing. BT's customers also benefit from improved customer service because of increased availability of better-motivated account and technical supplier staff. BT has also found that it can faster responses to queries and complaints-both individually and by teams put together quickly by audio conference.

Improved customer relations, increased worker efficiency and reduced costs are three benefits that companies using the Internet and IT resources can reap from a home-based work environment. The world has now come to a stage where it is possible to change the traditional work style in a fixed company office or factory location, which had been the norm for most of the population for at least the last 100 years. Employees should ask themselves "do we really have to work in the same office all our lives?"

"How will it work in practice?" DTI, nd may, 00

http//www.dti.gov.uk/work-lifebalance/faqs.html

"Results of the first SUSTEL Survey-Assessing and Optimizing the Ecological and Social Benefits of Teleworking", WCG, 14/10/00,nd may, 00

http//www.wfh.co.uk/wfh/teleworking%0report_00.pdf

"Consultancy Case studies-Cost Reduction", WCG, nd may, 00

http//www.wfh.co.uk/wfh/consultancy/casestudies/case_btstory.htm

"Consultancy Case studies-Re-engineering", WCG, nd may, 00

http//www.wfh.co.uk/wfh/consultancy/casestudies/case_xeroxstory.htm

"Comparable Performance Indicators", BT Group, 10th may, 00 http//www.btplc.com/Betterworld/Customers/Customersatisfaction/ComparablePerformanceIndicators.htm

Please note that this sample paper on Home-based Workstyle is for your review only. In order to eliminate any of the plagiarism issues, it is highly recommended that you do not use it for you own writing purposes. In case you experience difficulties with writing a well structured and accurately composed paper on Home-based Workstyle, we are here to assist you. Your cheap custom college paper on Home-based Workstyle will be written from scratch, so you do not have to worry about its originality.

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