Sustainable competitive advantage

Sustainable competitive advantage 1. Introduction to the Topic: Over the years, the understanding of how a firm can attain and maintain sustainable competitive advantage is major area of research in the field of management. Sustainable competitive advantage is an edge a firm enjoy over its competitors by offering superior values to customer that result in superior profit and growth. Building on these underlined assumption this dissertation the link between a firms success and the competitive advantage. The paper examine the role human resource strategies that leads an organization to enjoy competitive advantage that are sustainable, non-imitable, substantial and that adds superior values to the organization by providing opportunities to the organization to reap the benefits of super profit and market growth. An organisation is regarded as a unified organism that constantly learns and adopts to find better ways of doing its business processes in response to the dynamic environment it faces. Human resource management is a critical area of concern in today dynamic business environment, due to increased competition. It now more difficult to hire and retain highly qualified associates as the growth and profitability of the organization depends on how well the organization managed it human resources. According to Newman and Hodgetts, â€Å"human resource management is the process by which organization ensure the effective use of their associates in the pursuit of both organizational and individual goals† (Newman Hodgetts, 2005). In this paper efforts are made to analyze the varied human resource functions that an organization perform in pursuits of its goals and missions, and how these efforts might lead an organization to competitive advantage, as the success or failure of the organi sation depends on how best the organisation performs its functions as compared to a competitor (Competitive Advantage). In fact the long-term survival of the organisation depends on how best the HR department of the organisation performs its various functions that leads towards creating a competitive advantage over its rivals and how it sustains it. 2. Literature Review: Coff argues that human capital is the key to sustainable advantage because of causal ambiguity and systematic information creating them incomparable (Coff, 1994). According to Boselie and Paauwe (2004), top performing firms has HR professionals who have the main input in the strategic planning. These professionals make possible the change management, shape and manage organisation wide culture, contribute to strategic level decisions, and create market led connectivity of the business process (Boselie Paauwe, 2004). Researchers in the field of strategic HR have emphasised that human resource practices result in superior organisational performance and create sources for continued competitive advantages (Wright, Dunford, Snell, 2001). As the world has become a global village, competing in todays confused environment have posed additional challenges to the HR function in creating the anticipated value to shape and uphold competitive advantages. For effective functioning, HR executives must possess the necessary competencies. That is the possession of HR knowhow which comes from knowing the concepts, communication skills, judgment, research, and practices ofHR (Brockbank, Ulrich, Beatty, 1999) Du Plessis states that HR can play a vital role in the future of an organisation by enacting organisational change to get competitive advantage (Plessis, 2007). He is also of the opinion that resistance to change can serve as an obstacle for successful execution of planned changes, as it encompasses behaviours that may slow down or even terminate a planned organisational change. If the organisation uses an appropriate HR strategy during the period of change, an employee may feel that he is being treated and looked after by the organisation. If such sort of feelings arouse in employees it can change the employees attitude and their resistance towards the planned change. Peters and Waterman in their book â€Å"In search of excellence† says that all the excellent organisations that they have surveyed made efficient use of their HR, by employing sound HR strategies (Peter Waterman, 1982). According to Losey technology is advancing so rapidly that it is forcing organisations to c hange their strategies, in respect to product mix and the way HR is organized and delivered (Losey, 2005). 3. Overview of the Organization: Crossroads Inc. has been formed as a result of merger between Tradco and Hardpharm is a pharmaceutical company that is dedicated to the productions and marketing of quality pharmaceutical products. The merger that we have just is the largest transformation in the history of the organization and provides us with a platform, in terms of capital and other resources, to compete at a higher level. Crossroads Inc. is a medium-sized organisation, with 1,500 workers employed at three sites: one in Scotland, County Durham, and Kent. Crossroads Inc. develops and produces medicines for the global market in competition with industry giants such as Bosch, Pfizer, Lilly, gsk etc. 4. HR Planning Forecasting Planning forecasting in the modern age is a matter of life death for organizations of modern age. The same is true for pharmaceuticals industry. Each every consecutive day new research product is developed, deployed for trails testing. All these effort require skilful, trained and experienced workforce. It is for this reason organization plan and forecast for human resource so as to remain competitive. The HR manager of Crossroads Inc should use the planning forecasting procedures to cope with human resource requirement. The propose HR planning process for Crossroads Inco has been depicted Crossroad Inc can use the process for both short-term as well as long-term basis. Crossroad Inc should continuously monitor the availability of skill workers. For this purpose Crossroad Inc should scan internal environment to find out suitable employee and promote to fill the vacancy, if there are no such employees available, then HR Department should scan external environment for skilled and experienced employees. Once the internal environment along with external environment is scanned, a draft forecast should be prepared. 5. Recruitment and Selection: Once the forecast is developed and approved by the top management, the HR department of Crossroads Inc should start recruitment and selection process to fill the vacancies. Like all good plans, HR Manager of Crossroad Inc should builds employment plans on premises basic assumptions for employment requirement by forecasting three things: The supply of inside candidates; Personnel needs; The supply of outside candidates according to their company requirements. The HR department should first check that either there is any job placement or company is expanding their business so that new jobs are open for new candidates. These issues should be tackled by the HR Manger. If staff is required then the company should try to find them inside the company by upgrading their employees if it not possible then new jobs are created and fill by the outside market. The overall aims of the recruitment and selection process in Crossroad Inc should be to obtain, at minimum cost, the number and quality of employees required to satisfy the needs of staff requirement. The three stages of recruitment and selection in Crossroad Inc should be: Defining requirements: Preparing job descriptions and specifications; deciding terms and conditions of employment; Attracting candidates: Reviewing and evaluating alternative sources of applicants, inside and outside the company, advertising; Selecting candidates: Sifting applications, interviewing, testing, assessing candidates, offering employment, obtaining references; preparing contracts of employment. 6. Training and Development: Training is one of the most important tool any organization using to cope with the rapid change in technology and way of doing business. According to Newman and Hodgetts, â€Å"training is the process of providing associates with specific skills or helping them correct deficiencies in their current performance (Newman Hodgets, 2005). HR department of Crossroads Inc should be responsible for the training and development of existing as well as new coming employees. When a new employee is selected, an orientation of the new employees should be conducted Orientation is basically a one to two hour activity in which the new employees should be informed about the organizational structure, term conditions of employment, the duties of incumbent, the ethical behavioural requirement for the new employee and the so. New or existing employees are trained in HR department via three methods. Employees Handbook Training by concerned department Manager. Training visits to other pharmaceuticals. Tradco tends to largely focus on the needs of the technicians and scientists, and give them right to make decision of employ. However the training programs that HARDPHARM has traditionally used have some problems. In order to reduce the cost, employers are trying to hire labour in with low wage, and then what they have got is low quality staff. Ignoring the development of technology is the main problem. All these people will get together in the future, for the sake of the new company. The period of training should not be specified and should depend on individual circumstances. In some cases it should cover a week and sometimes it should be extended up to 6 months. The process of training should be initiated by first going through the process of training need assessments. The training needs assessment find out the deficiency in the current level of skills the employee possessed and the skills that a job required. For filling up the gape an organization designed its training and development programmes. A planning process is being implemented in which Crossroads Inc can ensure the proper training, awareness and competence development of people. The objective is to provide people with knowledge and skill, which, together with experience, improve their competence and capabilities. Crossroads should establish and maintains a procedure to ensure proper capabilities of personnel working. This includes: Identification of competency needs for personnel performing activities affecting quality. Providing training or take other actions to address identified needs. Evaluating effectiveness of the training provided. Ensuring that employees are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives. Maintaining appropriate records of education, experience, training and qualification. Training needs for Crossroads Inc should be based on the following different methods: Performance Analysis: What tasks the analyst is currently performing? how can the current performance be improved? Is training the best method? Job Task Analysis: What is the best way to do analysis? How can analysis process are broken down into small steps? According to Newman and Hodgetts development is the process of â€Å"providing associates with the experience and attitudes needed for success in the future† (Newman Hodgetts, 2005). The management of Crossroads Inc should constantly monitor the latest development in the field of pharmaceuticals and should design its various development programs accordingly. By this was the HR department will not only transmit the needed knowledge and skills to various employees but will also pave the way for the change management process. Training and development should serve as an investment in the form of human capital for Crossroads Inc. The process will not only facilitate the goal achievement but will also serves as potential source of loyalty across the organization. The new company should understand that the training and development program should be designed by utilizing the latest available methods that has proved its efficiency in the pharmaceutical firm. 7. The Pay and Reward: The pay and reward system of Tradco that was a family-owned business by MacHutton, was largely focus to meet the needs of staff, so the workforce regard as main stakeholders in the company, and to be an important role in the company as well. However, HaedPharm is a company that established as a facility of a group of venture capitalists. This firm put more attention to its various stakeholders including employee and management. They are trying to get maximum return and lowest cost. It is clear that these two organizations are stand on the different side of the point of view of benefit of staff. In the interest of the new company, all of these two should change their pay and reward system. The Crossroads Inc should use the proper remuneration system that is fair to both the company and employee. The organization should variety of remuneration system including monthly salaries, straight commission, combination of salary and commission coupled with monthly, quarterly and annual bonuses. When the organization will have a fair remuneration system it will ensure the proper motivation across the organization and the organization will be able to achieve its goals and objectives effectively and efficiently. 8. Union Relation: Unions serve important purpose by working as a link between the labour and the organization. Generally, trade unions are recognized for collective bargaining purpose, and communication between employer and employee. In Tradco, unions playing a good role between employer and employee, more than 50% workers are members of labour union. In the past 15 years, only one sympathy walk-out happened. On the contrary, unions in HardPharm are not as popular as Tradco. A very small number of employees are members of the unions as the company discourage unionization. After merger the unions will serve an important role in the new firm. Like what happens in former companies, if managers want corporation to manage the affairs of the company in appropriate manner, they have to adjust the relationship between unions and staff. The top management of the newly merged company must admit that union is a necessary and vital component of the organization process, they should talk with unions. If the organization failed to admire the role and relationship between the organization and union, the hostile relationship will serve as impediment for the company development. Contemporary, if there are no unions, or company does not recognize unions, then leaders would not know the needs of staff, they could not adjust the management detail. It will affect the development of company in the long run and the company will not be able to achieve its goals and objectives effectively and efficiently. 9. Career Management: Crossroads Inc should consistently monitor its employees and should proper strategic plan through which it increases the skill level of its employees. To achieve this objectives the company should arrange workshops, seminars, visit of key employees to other pharmaceutical industries training courses which will focus on injecting skills and professionalism into employees. These courses will help Crossroads Inc to improve the skills of their employees so that not only company can get maximum out of them but also employees can enrich their nature of job and life standard as well. Along with these training programs, Crossroads Inc should make their employees fully aware of their job requirements by mean of job descriptions so that they can develop a clear picture about at what are necessary requirement of their job and want are not. Indirectly the promotions, transfer to other department also plays a key role in employees job satisfaction. 10. Performance Appraisal: Employees job performance is an important issue for all employers. A performance management system consists of the processes used to identify, encourage, measure, evaluate, improve, and reward employee performance at work. Every functional department of Crossroads Inc should be responsible for carrying out and preparing its performance appraisal report. However these reports must be submitted to HR Department. The performance appraisal system in the company will help the organization to better focus its efforts on the attainment of the organizational goals and objectives by giving timely feedback regarding an individual employee that how best he is going to achieve his objectives. This will also help him to rectify his shortcoming. Moreover the use of appropriate performance appraisal system that is just, equitable and timely serve as a motivating factors and one of the vital component of the successful organization. 11. Conclusion: The Crossroad Inc is taking turning point towards a bright future in which a lot of opportunities might be available for the organization; however the organization still faces a lot of challenges. Crossroads Inc should focus on finding incremental change in its organizing process. The incremental change is change that the Crossroad Inc will undergo through in the natural evolution process. For Crossroad Inc the incremental change process may take the form of introducing new HR system and process (as proposed above) that will augment the organization performance further and help the organization to get competitive advantage over its competitors. But in order to experience this incremental change the organization must be able to constantly monitor and evaluate the environmental forces and take actions in response to change that will provide opportunities to the organization and minimizes its threats. The organization must possessed the needed intellectual capital (Human Resources), who should be able adapt the organization policies according to the demand of the environment. These manager and leaders are known as change agent. According to Robbins Judge, â€Å"change agents are individuals and groups who lead and support the change process by taking responsibility for changing the existing behavior patterns of other people or the social system (Robbins Judge, 2005)†. Furthermore Crossroad Inc should established fair paying and reward system that best on justice and efforts. The organization should also facilitate the creation and execution the labour union approach that will serve as joining link between the organization and its workers. Moreover the Crossroad Inc should invest in its corporate cultures that are going to be form through the merger of two opposite culture. The organization should see this as opportunity to form a strong culture by initiating the proper change. Though training and development could be in progress in short term, the purpose is difficult to achieve at once. Therefore Crossroad Inc should adapt the medium or long-term training and development program for various functional department of the organization. Crossroad Inc can create a positive impact due to the fact that formation of the organization is the result of merger between two different companies who have two different management styles, corporate culture, traditions and workforce management system. Hence, the HR department assume a leading role in shaping the values of employees by creating an organization-wide culture that is based on shared values that will help the organization to realize its mission in the most coherent way. Works Cited Boselie, P., Paauwe, J. (2004). Human Resource Function Competencies in European Companies. Journal of Management , 120-122. Brockbank, W., Ulrich, D., Beatty, R. (1999). The Professional Devlopment: Creating the Future Creators at the University of Michigan Business School. Human Resource Management 38(2) , 111-118. Coff, R. (1994). Human Assets and organziation Control: Implication of the resource-based view. John M. Olin School of Business , Washington University. Losey, M. (2005). Future of Human Resource Management: Leaders Explore the Critical HR Issues of Today and Tommorrow. New Jersy: John Wiley Sons . Newman, D. R., Hodgets, R. M. (2005). Human Resource Management: A Customer Oriented Approach. USA: Prentice Hall Publishers. Newman, D. R., Hodgetts, R. M. (2005). Human Resource Management: A Customer Oriented Approach. USA: Prentice Hall. Peter, T. J., Waterman, R. (1982). In Search of Exchellence. New York: Waner Books. Plessis, D. (2007). Change, Organziational Devleopment and Culture: Human Resource Managements Role in the Future of South Africa. International Review of Business Research Papers 3(1) , 1-10. Robbins, Judge. (2005). Organizational Behavior. USA: Pearson. Wright, P., Dunford, B., Snell, S. (2001). Human Resource and the Resource Based View of the Firm. Journal of Management 27 , 701-721.

Professionalism and Ethics in Counselling

Professionalism and Ethics in Counselling My understanding of professionalism is having the discipline to be aware of and work to a set of values made up of legal statutes, of professional body frameworks and guidelines and of employer policies, frameworks and guidelines, which together detail expected conduct. Those statutes, policies, frameworks and guidelines should be used to identify roles and responsibilities which in turn define boundaries. The British Association of Counselling and Psychotherapy (BACP), of which I am a student member, is the largest professional body in the UK for counselling and psychotherapy and lays down what standards of conduct counsellors, service users and the public expect at a national level. If a counsellor or therapist is a member of a professional body, he or she will be bound by a code of professional ethics framework or in the case of the BACP, the ethical framework†¦it recognises that choices are often not clear-cut, and that sometimes difficult decisions need to be made that, even when taken in good faith, may have unpredictable and unwanted outcomes (Merry, 2002:11) Professionalism and ethics both relate to proper conduct. I view the ethical framework as a list of qualities for how the counsellor should be and a list of behaviours for what the counsellor should do and not do. Examples of the desired attitudes include possessing empathy, sincerity, integrity, resilience, respect, humility, competence, fairness, wisdom and courage. Examples of the desired behaviours include fidelity, autonomy, beneficence, non-maleficence, justice and self-respect. The BACP produced the ethical framework to protect both the client and counsellor through good practice in counselling and psychotherapy. It sets out a series of professional and personal values, underlying principles and moral qualities which reflect my attributes as a trainee counsellor in order to promote a safe and professional environment, one where I could enable clients to allow trust to develop within our relationship. I abide by the BACP guidance on good practice which is concerned with client safety, counsellor responsibility and accountability, clear contracting and my competence as a trainee counsellor. It provides information for what counsellors are expected to do and sanctions for consequences of malpractice. I have chosen a hypothetical ethical dilemma, albeit a realistic one, relevant to my chosen placement at The Truce YMCA in Lancaster. A sixteen year old female client presents with news of her parents having separated two weeks previously. She lives with her mum who is drinking excessive amounts of alcohol and who is not coping with the day to day duties of looking after the clients nine year old brother, who is now mostly in the clients care. No other meals are being provided other than school dinners and no money is being allocated to them for food. Last night the clients mum pushed the client against the wall and the client has a head injury. The client asks me not to tell anyone. The ethical dilemma here is that my client has disclosed a Child Protection issue and asked me to maintain the confidentiality aspect of the contract. There are several implications, professionally I must breach confidentiality as there would be no way that I could hold that information, my integrity would be conflicted. I would have a professional obligation that would be impossible for me to ignore. However, by breaching confidentiality this could have severe consequences for the client, myself (our relationship), and the clients family. A question I need to ask myself is: What are our statutory duties and responsibilities? We  have a duty under the Children Act 1989 to safeguard and protect children who may be suffering from abuse. This may be physical, sexual, emotional or as a result of neglect http://www.tameside.gov.uk/childprotection/parentinfo#t2 date accessed, 21st April 2010 The YMCA has put together a procedure flow chart and as part of my training I have been made aware of it. It is a clear example of my role, responsibilities and boundaries. Safeguarding means doing everything you can to protect children and young people from harm. A safeguard is a measure to help reduce the risk of children and young people being harmed. http://www.nspcc.org.uk/Inform/trainingandconsultancy/consultancy/cst/safe_communities_toolkit_english_wdf70126.pdf date accessed, 19th April 2010 The disclosure demands to be sensitively, sincerely and respectfully explored in order to honour the principle of non-maleficence because every child matters. As a trainee counsellor I have an ethical responsibility to strive to mitigate any harm caused to a client even when the harm is unavoidable or unintended (BACP, 2007:03) There are several implications: I am aware that the principle of fidelity requires a responsibility to honour the trust that has been placed in me as a trainee counsellor and that how I move the process forward from this point could alter how the client and I may or may not work together in the future. Without confidentiality and empathy there is potential to harm the relationship, and as Bond (1993:46) states that, responsibilities to the client are the foremost concern of the counsellor. The justification of counselling rests on this work being undertaken in a counsellor-client relationship. Where as a trainee counsellor can I find guidance on consent and disclosure? I could check against the BACP guidelines, with my casework supervisor, my managerial supervisor, the agencies codes of practice and policies, my tutors and Social Services. To avoid the possibility of prosecution I need to respect my role and abide by the BACP guidance on good practice which is concerned with client safety, counsellor responsibility and accountability, clear contracting and my competence as a trainee counsellor. Professional accountability is also key in ensuring public protection and allows the Profession to move forward enjoying the public confidence in the services provided http://www.bacp.co.uk/prof_conduct/ 4th February 2010 The principle of beneficence involves acting in the clients best interest and maintaining the standards of competence and knowledge expected for members who continue to both personally and professionally develop by using supervision for support. As I am working within an agency I am expected, as a member of the BACP, to have ongoing regular supervision for my work with a clinical supervisor and with my managerial supervisor. Supervisors, managers and counsellors have a responsibility to maintain and enhance good practice, to protect clients from poor practice (promoting their wellbeing) and for the counsellor to acquire the attitudes, skills and knowledge required for each of their roles raising awareness and ensuring the fair treatment of all clients and the uniqueness of individual people regarding culture differences, gender or disabilities which involves the principle respect of justice. When considering what action to take the first step I would take would be to explore what the client had told me by clarifying what had been said in order to check out my understanding with the client. It is important to identify that there is a problem and if so I would then work out whose problem it was and in this case it would be the clients. Yet I would be responsible to her, myself and accountable up the chain of command within the organisation. By setting the contract provided by The YMCA clearly so that it is understood by the client there is less chance of misunderstandings and more chance of boundaries being clear at the onset. The agreement of a contract protects both the client and the counsellor. It proves that each party has agreed their responsibilities and boundaries and that they each know where they stand in the counselling process in relation to their obligations to each other. I would need to refer back to the initial contract to remind the client about our agreement that would be in place between us. I would have competently explained at the time that should harm to self or others be disclosed to me that I would need to breach confidentiality. I would use appropriate language for a sixteen year old to understand and include her in the process. I would respect the principle of respect for autonomy by discussing the necessity of safeguarding her, protecting her and her younger brother and, with her consent, chec king whether the child protection officer would be available to enter the room to work it through all together by understanding my job roles and responsibilities and working within my training and experience competently I could deliver a professional level of service that promotes safety and both at the same time being fully aware that she has choices and human rights too. Although I could have a conflict of interest in that I would have to breach confidentiality†¦ Human Rights Act 1998 Article 8.1 Everyone has the right to respect for his private and family life, his home and his correspondence. Article 8.2 There shall be no interference by a public authority with the exercise of this right except as such as in accordance with the law and is necessary in a democratic society in the interests of national security, public safety or the economic well-being of the country, for the prevention of disorder or crime, for the protection of health or morals, or for the protection of the rights and freedoms of others (Bond, 2010:158). †¦I would protect myself from litigation as I have a duty to observe the Code of Professional Conduct and the other guidelines issued by the BACP. Not all laws are perfect, the problem is that laws are often generalised and open to some interpretation and thats where they can be exploited. The law regarding sixteen year olds (child versus Gillick competent versus adult) and the obligation of Social Services to look after somebody until eighteen years of age is not black and white. Somebody planning to go to the Dignitas clinic in Switzerland to end their life is within their own rights and it would be an example of a case where a counsellor could respect the clients dignity. At the first available chance I had I would follow the example of a child protection form, from my safeguarding policy and guidelines provided by the organisation and make very clear, accurate, brief, factual notes of who said what, when it was said, where it was said and the nature of the concern. I would bear in mind that the notes could be read by the client herself and if I was required to write a report for court I would be aware that I have not been trained to write such a report and seek advice. According to Pollecoff, et al. (2002:58) Counsellors and psychotherapists are in a unique position when asked to give evidence†¦Ã¢â‚¬ ¦unlike other professionals, they do not necessarily keep detailed notes of each session held with a client†¦Problems can arise regarding client confidentiality in the context of presenting reports or giving evidence. I would file the notes confidentially and each client has a code to be used for anonymity purposes, store for six months, once the case is closed, then they are destroyed. Bond (2010:158) suggests The Data Protection Act 1998†¦Ã¢â‚¬ ¦covers a wide range of requirements to do with record-keeping. I would call my case supervisor and I would explain what has happened, what I did (discussed with line manager and or referral to Child Protection Officer etc.) and ask him if there is anything else I should have done or could do. Working within a multi agency can be useful as it can meet the needs of young people more effectively. Confidentiality procedures are in place and consent must be given by the person concerned and must be present when consented information is shared. There are exceptional circumstances. At the same time how I present myself and interact with people (language, appearance, actions and interactions) influence impressions. There are informal expectations and continuing with both professional and personal development (supervision). Questions like What does the BACP say about this? are what I need to ask myself in during my evaluation in order to do the right thing and knowing how important it is to not do the wrong thing because that could cause damage to more than the client in the room. I hope that I have demonstrated that I understand that there is a need to act within the law at all times but in a way that provides as much support and protection as possible towards the client first and foremost, towards myself and towards the organisational structure and the profession itself. It is not always a case of knowing what to do to as an expert, but it seems to be a case of knowing what to do next and who to go to in order to get the answers needed.

Dell Incorporated :: essays research papers

The computer industry has benefited from the explosion of home computer usage and has become one of the most competitive industries in the world. With technology growing at amazing paces, many of the computer companies have fallen behind and even out of the industry since the development of the computer. Only the strongest companies have been able to be profitable and efficient. Dell Inc. is one of the few corporations to be able to remain at the top of the market. Dell began as the vision of Michael Dell. The company began in 1984 with a simple business concept to build computers to order and to sell directly to customers. Dell has a history of achieving double-digit increases in annual sales. To maintain this growth, Dell is faced with many challenges in maintaining it’s distinctive capabilities and using objective analysis to ascertain it’s strength’s, weaknesses, opportunities, and threats. â€Å"Dell's vision is to work closely with our development partners to provide 100% perceived availability to the application environment.† "Dell's mission is to be the most successful computer company in the world at delivering the best customer experience in markets we serve.† In doing so, Dell will meet customer expectations of: highest quality, leading technology, competitive pricing, financial stability, and individual and company accountability. From the nine essential components of a mission statement, Dell’s mission statement includes: products or services, markets, technology, and concern for survival, growth, and profitability. The most important value to Dell is to satisfy their customers and the second most important value is to be profitable. Dell has three distinctive capabilities which consist of: 1) selling products directly to consumer’s which eliminates the markups of resellers 2) build products as they are order, which eliminates overstocked products and 3) having the ability to respond quickly to customers who experience problems with their products.

Time and Cost Estimating Techniques Essays -- Project Management Obser

Time and Cost Estimating Techniques Estimating work times provides several benefits for the project manager. It gives an idea of the level of effort required to complete a project. This information then enables the project manager to produce a realistic plan based upon that effort. Estimating also helps the project manager anticipate the budget for the project. There are many formal techniques available to estimate time and cost for activities. Please refer to the Project Management Reference Section for more details on these techniques. Anyone reviewing these estimates should understand that they are approximations, not accuracies. Although the formal techniques are very specific, most of them have the following tasks in common: * Break activities down into small pieces for easier and more accurate estimation. (WBS) * Review historical information and compare to current activities. * Include a contingency buffer for potential risks. * Solicit advice from others that have previously completed similar activities. * Identify and document the assumptions and parameters used to derive the estimates. Microsoft Project Microsoft Project is project management software. Project management software assists project managers by providing a means for organizing project information. A project manager uses the software to enter and maintain a workplan that organizes activities and details. The software calculates the scheduled dates for tasks based on the time or work requirements of each task using a calendar of working days for the project and its resources. Microsoft Project is a tool to assist project managers in creating a WBS, PERT Charts, Gantt Charts, and resource histograms. Other reports and charts are also readily available for use and customization. AIS project team members and managers should use the latest version. PERT/CPM Network analysis techniques identify early and late start and finish dates for the uncompleted portions of project activities. The Program Evaluation and Review Technique (PERT) and the Critical Path Method (CPM) are examples of network analysis techniques. The Program Evaluation and Review Technique (PERT) is an event-oriented technique used to show all the project tasks, dependencies, and earliest and latest start times for each task in graphical form. It is used... ...y are achieving the task goals. This type of observation can also be useful if aspects of team performance are being investigated to understand how the team members are organised and perform their tasks. Communication and conversational analysis Investigation of the patterns in the organisation of people's interaction (it would be possible to use the principle of analysing a conversation between two travellers, or one traveller and one transport enquiry office operator in real situations, in order to identify the needs for the traveller in specific contexts, what are the difficulties encountered, how a system could resolve these difficulties,... ). One of these methods is the language / action approach which considers the language as a means by which people act. Advantage of this method : it provides a complete and logical conceptual frame in order to investigate all kinds of conversation. Disadvantage of this method : many situations are characterised by subtle communication processes not taken into account by the model. There is also a difficulty in labelling an interaction and a message especially if they do not fit into the request or promise categories.

An student

There is a thin line separating those who deserve an â€Å"A† and those who consistently receive â€Å"Ass†. As one progresses through the schooling system, different ideas are acquired about what the different letter grades mean and how to achieve them. The universal idea of an â€Å"A† is constantly changing, as does the difficulty of achieving one. Depending on the school/instructor, how difficult it is to achieve a certain grade can vary.So much so that common phrases such as â€Å"An easy ‘A'† and â€Å"An ‘A' for effort† have emerged, while others insist that an â€Å"A† is closer to perfection Han it is to â€Å"a good effort†. Grades are supposed to be a numerical/letter representation of ones academic progress in a course or lesson. But more often than not, good grades become a goal and not a reward; thus students are striving for grades and not the knowledge which they represent. In his article â€Å"Making the G rade†, Kurt Westfield points out that students are often undeserving granted good grades.This allows the same students to graduate with a degree and find a Job, without the actual knowledge needed to strive in their field. Similarly, he then goes on to note that these under-qualified students that are now in the workplace aren't ready for the tasks at hand. Universities are sending students into their careers with the same mindset they had throughout grapeshot, find the quick and easy way to get the Job done. Consequently, Jobs and projects could be done incorrectly or left incomplete. The difference is, though, that when these real world Jobs are incomplete or incorrect, they can create real world problems and difficulties.The grading system was made with the intention that it would accurately reflect a dents performance in a class. It's commonly believed that if a student understands a subject well, they deserve an â€Å"A†. But for a student to actually deserve that grade, they must also complete the entire workload, whether they know they information or not. The grade in the class is determined by the amount of work the student completes correctly, and this is where the controversy starts. Some argue that if a student demonstrates that he/she understands the given subject, he/she should be given a passing grade (whether their work was completed or not).Others argue that if a student truly works their hardest and gives a strong effort in the class, they deserve a passing grade (whether their work was correct or not). At the end of the day though, if searching for a simple â€Å"A† grade in a class, one must be willing to work and study for that class, and complete each assignment with accuracy (easier said than done, of course! ). The source of the problem resides in the earliest years of the school system. Starting from a young age, students are being taught and prepared for the next school year instead of for life.Elementary school stu dents are being prepared for adolescent, meddlesomeness are being prepared for householders, householders for college, etc. Each year of schooling teaches you Just enough to get through the next year. The problem is, though, that by the time the student reaches college he/ she is not ready for life as an adult, only for more school. Meaning that students are going into college with the idea that they need to pass, and not the idea that they need to be preparing for their future. Students aren't realizing that what they are learning is essential for their Job until it's too late and they are unable to perform.

Services

McGraw-Hill/Irwin Copyright  © 2013 by The McGraw-Hill Companies, Inc. All rights reserved. Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 2-2 Variations of the Gaps Model Five Service Quality Gaps Variations of the Gaps Model Six Service Quality Gaps Variations of the Gaps Model 13 Service Quality Gaps (Gaps Model gone wild) Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality ? The Customer Gap ? (Sometimes referred to as Gap 5) 2 ? The Provider Gaps: ? Gap 1 – The Listening Gap ? not knowing what customers expect Gap 2 – The Service Design and Standards Gap ? not having the right service designs and standards ? Gap 3 – The Service Performance Gap ? not delivering to service standards ? Gap 4 – The Communication Gap ? not matching performance to promises ? Putting It All Together: Closing the Gaps 2-6 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 †¢ The Customer Gap Chapter 3 – Customer Expectations of Service Chapter 4 – Customer Perceptions of Service 2-7 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 Gap 1 – Not Knowing What Customers Expect (The Knowledge Gap) Chapter 5 – Listening to Customers through Research Chapter 6 – Building Customer Relationships Chapter 7 – Service Recovery 2-8 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 †¢ Gap 2 – Not Having the Right Service Quality Designs and Standards (The Service Design and Standards Gap) Chapter 8 – Service Innovation and Design Chapter 9– Customer-Defined Service Standards Chapter 10 – Physical Evidence and the Servicescape 2-9 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2Gap 3 – Not Delivering to Service Standards (The Service Performance Gap) Chapter 11 – Employees’ Roles in Service Delivery Cha pter 12 – Customers’ Roles in Service Delivery Chapter 13 – Managing Demand and Capacity 2-10 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 Gap 4 – Not Matching Performance to Promises (The Communication Gap) Chapter 14 – Integrated Service marketing Communications Chapter 15 – Pricing of Services 2-11 Objectives for Chapter 2: The Gaps Model of Service Quality ? Introduce the framework, called the gaps model of service quality, used to organize this textbook. Demonstrate that the gaps model is a useful framework for understanding service quality in an organization. ? Demonstrate that the most critical service quality gap to close is the customer gap, the difference between customer expectations and perceptions. ? Show that four gaps that occur in companies, which we call provider gaps, are responsible for the customer gap. ? Identify the factors responsible for each of the four provider gaps. 2-12 Gaps Model of Service Quality 2-13 The Customer Gap Think about a service you receive. Is there a gap between your expectations and perceptions of that service?What do you expect that you do not receive? 2-14 Key Factors Leading to the Customer Gap Customer Gap Customer Expectations ? Provider Gap 1: Not knowing what customers expect ? Provider Gap 2: Not selecting the right service designs and standards ? Provider Gap 3: Not delivering to service standards ? Provider Gap 4: Not matching performance to promises Customer Perceptions 2-15 Gaps Model of Service Quality ? Customer Gap: ? difference between customer expectations and perceptions ? Provider Gap 1 (Listening Gap): ? not knowing what customers expect ? Provider Gap 2 (Service Design & Standards Gap): not having the right service designs and standards ? Provider Gap 3 (Service Performance Gap): ? not delivering to service standards ? Provider Gap 4 (Communication Gap): ? not matching performance to promises 2-16 Provider Gap 1 CUSTOMER Customer expectations Perceived Service COMPANY Gap 1: The Listening Gap Company perceptions of customer expectations 2-17 Key Factors Leading to Provider Gap 1 2-18 Provider Gap 2 CUSTOMER COMPANY Customer-driven service designs and standards Gap 2: The Service Design and Standards Gap Company perceptions of customer expectations 2-19 Key Factors Leading to Provider Gap 2 2-20 Provider Gap 3 CUSTOMERCOMPANY Service delivery Customer-driven service designs and standards Gap 3: The Service Performance Gap 2-21 Key Factors Leading to Provider Gap 3 2-22 Provider Gap 4 CUSTOMER COMPANY Gap 4: The Communication Gap External Service delivery communications to customers 2-23 Key Factors Leading to Provider Gap 4 2-24 Gaps Model of Service Quality 2-25 Gaps Model of Service Quality Think about a service that you receive regularly and put yourself in the wish mode. How would you change the service and the way it is provided? 2-26 Gaps Model of Service Quality Think about a service that you receive regularly and put yourself in the wish mode.How would you change the service and the way it is provided? †¢ I wish my oil change service could be done at my home, or where I work, so that I would not have to drive to a specific location and wait in line. †¢ I wish my dry cleaning service would pick up clothes from my home and deliver them to my home. †¢ I wish my bank would allow me to make additional mortgage payments (or, student loan payments) online rather than having to physically go into the bank and execute a teller-assisted transaction. †¢ I wish my gas station would check under the hood of my car like they used to do many years ago. -27 Gaps Model of Service Quality †¢ If you were the manager of a service organization and wanted to apply the gaps model to improve service, which gap would you start with? †¢ Why? †¢ In what order would you proceed to close the gaps? 2-28 Gaps Model of Service Quality If you were the manager of a serv ice organization and wanted to apply the gaps model to improve service, which gap would you start with? Why? In what order would you proceed to close the gaps? The most efficient way to use the gaps model is to begin with provider gap 1, determining what customer expectations are.This allows the company to concentrate on the factors that will have the greatest impact on improving service quality. Following the gap 1 with gap 2, then gap 3 is the best progression. Gap 2 ideally would result in service design and service standards that are based on gap 1’s findings about customer expectations. Then gap 3, the most complicated gap to close, would be informed by what is found in the first two gaps. 2-29 Gaps Model of Service Quality †¢ Can provider gap 4, the communication gap, be closed prior to closing any of the other three provider gaps? †¢ How? 2-30 Gaps Model of Service QualityCan provider gap 4, the communication gap, be closed prior to closing any of the other t hree provider gaps? How? Gap 4, which deals with lowering customer expectations, can be closed at any time. While the first three gaps are concerned with raising company performance to meet expectations, gap 4 aims to lower customer expectations to meet perceptions. The two approaches to closing the customer gap operate on different principles and therefore can occur independently. Incidentally, closing gap 4 can be more economical than closing the other gaps. 2-31 Gaps Model of Service Quality Which of the four provider gaps do you believe is hardest to close? †¢ Why? 2-32 Gaps Model of Service Quality Which of the four provider gaps do you believe is hardest to close? Why? Gap 3 is the hardest to close because it requires coordination of all of the human resources issues in a company—training, incentives, communication, hiring, teamwork, and empowerment. Changing any one of these is difficult but changing them all, and getting them coordinated with each other, is extre mely challenging. In addition to the employee factors that must be considered in closing gap 3, the customer must be managed. -33 DETERMINANTS OF PERCEIVED SERVICE QUALITY Ways to Use Gap Analysis ? Overall Strategic Assessment: ? How are we doing overall in meeting or exceeding customer expectations? ? How are we doing overall in closing the four company gaps? ? Which gaps represent our strengths and where are our weaknesses? 2-35 Ways to Use Gap Analysis ? Specific Service Implementation ? Who is the customer? What is the service? ? Are we consistently meeting/exceeding customer expectations with this service? ? If not, where are the gaps and what changes are needed? (Examine gaps 1-4 for this particular service. ) 2-36

Introduction To Special Needs Essay

According to Warnock’s report of 1978, the special educational needs can be fluctuating and can also be contextually defined. Before the evaluation of this statement, we have to look at the Warnock report (1978) and the Special Educational Needs Code (2001) and how it reflects its understanding of the special educational needs. The term special education needs (SEN) emerged from the 1978’s Warnock’s committee that had been set up to hold an inquiry into the education of the physically handicapped children and other young people who were interested in education. It was under the department of education and science in Britain. The Warnock’s committee   had been set up to look into a concern that was coming up concerning the system of education which was becoming segregated and was discriminating against children who were physically challenged and was not providing them with   positive, social and better educational opportunities like the other children who were physically fit. This report of 1978 advocated for three main reforms that were to be undertaken by the educational officials or all those who were responsible for the provision of educational services: A. Locational integration of all children whereby the provision of educational services for both the children with special needs and their counterparts who were not physically challenged were to be made from the same site(Great Britain parliament 2006) B. Social integration whereby all the children regardless of their physical state were to share the same social amenities that were provided by the educational centers for example playgrounds and other extra facilities for co-curricular activities. C. The Warnock report advocated for functional integration of the children with special needs and those who were not physically challenged were all to be educated together for example they were to share the same classes whereby they were all supposed to be given the same opportunity in pursuing the same goals that had been set in the curriculum and any other objectives that were set by the educational administrators (Great Britain Parliament 2006). Practices of SEN prior to Warnock. There were many practices that were in place before the Warnock report of 1978 which were mainly directed to children with special needs. Before the report was made the children with special needs for example those who were suffering from a disability of the mind were classified as uneducable and unfit for the education that was offered at school. These children who had some inabilities were simply locked out of the normal learning institutions where the other children who had all abilities in a normal state were being educated. Prior to the Warnock report of 1978, there were other practices that were directed toward the children who had some inabilities for example those who had a problem with their mind, those who were partially blind, those who could not speak properly or those who had language problem, those who were physically challenged and many other children who had some form of either physically challenge or internal challenges for example a mind problem. These children were classified as uneducable under the normal schools and were forced to be educated and trained in special care units that were spread across England and some other hospitals that had been given the mandate of educating these learners with some form of disability. The health officials in this hospitals and special care units had been given the powers to be in charge of these children and to give them the required form of education. It is pretty obvious that in these centers where these learners with special needs were segregated to offered low quality education to them as compared to their peers who were being educated in the normal schools that had highly or better qualified teachers ( Farrell 2001) Before the Warnock report of 1978, the parents of the children with special needs were not given an opportunity to air their views on the form of education that their children were being subjected to or to give any views regarding to the state of their children and what their children need. But after the report came into place in 1978, the parents of the disabled children were given an opportunity to give views and any information that was regarded professional concerning their disabled children as this was very important regarding to the provision of services that were necessary for them. The report agreed that the parents or guardians of these children had vital information regarding to the assessment, placement and educational processes of their children that were to be included or incorporated in the education al system in order to achieve all the goals and objectives of the educational curriculum.( Rogers 2007). Reasons why the Warnock report of 1978 was such a break through. The report made a breakthrough in the implementation of some educational issues that were affecting the children who had some form of deformities. There are many reasons why it is considered a success. First was the fact that it recognized children who had some inabilities as a deserving lot who also needed to be given equal opportunities to all educational opportunities just like the other normal children. This is the main reason why the report had to introduce the idea of special education needs (SEN) which was based on common educational goals for all the children of school going age regardless of their abilities i.e. whether physically challenged or not. The children under this category were also given the privileges that others who were not challenged in any way were being given for example independence, enjoyment and understanding. It has to be known that before the Warnock report, all the children who had any form of disability were classified and defined using medical terms for example maladjusted and educationally subnormal and they were all segregated and given separate special educational treatment in different centers that had been set up all over England. The Warnock report brought all this to an end when it brought into the attention of the people and those who were working in the ministry of education the importance of having unsegregated form of education where all children were treated equally regardless of their abilities or deformities (parliamentary copyright 2006). There are other reasons why Warnock report became such a breakthrough. Other than putting a stop on the segregation of children with special needs or those who are faced with some form of disabilities, the Warnock report led to the introduction of the policies whereby parents of the physically challenged children gave opinions or any other information regarding their children which was deemed as useful in the implementation of educational policies and in the provision of the necessary materials in order to achieve the highest learning goals for this learners. Prior to the report in 1978, parents of the children with special abilities could not give any information regarding to or concerning their children. The children were sent to centers that had been set up to give them some form of education and there wasn’t any form of participation from the parents. After the report was written parents became involved in the educational activities of their disabled children which in turn led to the improvement of facilities that the children could access and use since the parents gave useful information regarding the state of their children (Parliamentary copyright 2006). The report required that all teachers who had any form of responsibility for the children with special needs to be trained in one way or another in order for them to have some considerable expertise regarding special education. This was necessary since all the children were now required to attend the same ordinary schools and since the report stated that per every five children who were going to school there was one who needed special attention. And since this child who needed special attention could no longer be isolated from the rest of the class who had all the required abilities then it forced the teachers to undergo some form of training in order to be able to handle all the learners in a professional way. It is a breakthrough in the report since this idea cemented the earlier opinions of having all the children attending the same ordinary schools. The teachers were also made aware of the importance of working closely with the parents of the children with special needs, other pr ofessionals and non-professionals who were concerned in helping those children who had special needs (Warnock 1978, p226) Warnock report (1978) on special education needs (SEN) – what was new: The report spoke a lot that was new concerning special education needs. First, the idea of educating both the handicapped children and those who were not handicapped was itself a new idea. It is known that before the Warnock (1978) report, the disabled children were all educated separately. The ones had some bodily disability, some disability of the mind and those who had no form of disability were all kept separately when it came to matters of education. Therefore the recommendation that they all get to be educated together was in itself a new idea to the special education needs of the children with some form of disability. Training of teachers who were handling ordinary schools in order for them to be able to handle the learners who had a requirement for special education need was also a new thing that was being proposed by the Warnock report on special education needs. Before the report, teachers of the ordinary schools where only the learners who were considered normal went to, had no formal training on handling learning learners with special needs. The learners who had a need for special education were left to be trained in secluded learning centers that were specifically meant for them where they had some given professionals who took care of their educational needs. Therefore the introduction of the idea that all teachers be given some form of education in relation to the teaching of the leaners with special needs was in itself a new idea (Alur & Hegarty 2002). The idea of using the opinions of parents was not there before the Warnock report (1978). It was a new idea that was being introduced. The parents of the children with special education needs were in cooperated in the learning activities of their children and any opinion that they gave, was given consideration. Also other individuals who were either professionals or non-professionals but were interested in helping the needy children were also given a chance to participate in the education of the children. Special unit classes were to be set up in the ordinary schools to carter for the children who had extreme special needs. The location of both the special needs schools and the ordinary schools was to be in the same place i.e. same compound. The two schools were to share the same site. This form of integration was to bring worthwhile gains in terms of the children socializing together and growing up in an environment that will eventually dictate mutual understanding of each other. The parents too of these children will end feeling encouraged just from the mere fact that their children are also attending ordinary schools. On the side of the children who are disabled, they get to copy from their peers whom they are sharing the same amenities with for example playing fields (Warnock report 1978, p101). Social interchange is another new idea imposed by the Warnock report (1978). The children with special needs and others who attend the same school but are not challenged in any way are given an opportunity to eat, play and consort together. This kind of social interchange that was new to special needs, gives the learners some form of self-recognition and easy acceptance of their condition. Before the Warnock report, children were brought up separately in schools. Those who went through this form of segregation had difficulties in accepting themselves as they were shown from an early age that they were different from the other children. After the report was made, the learners were integrated and the young ones who begun off in this later system found it so easy to accept their present condition. Evaluation of Warnock’s original statement Warnock’s original statement on integration of the learning environment to include both the children with special needs and other young learners who were in nee d of education with those who were considered normal learners does have validity today. This idea has brought an end to the acts that were there before whereby disabled children could either be denied education or put into some centers where they received minimal education. Today, not only in England where this report was made but also in the entire world, all children are given education regardless of their state. They are not discriminated due to their physical outlook. They are admitted to ordinary schools just like there other counterparts who are considered to be normal. The United Nations Educational Scientific and Cultural Organization (UNESCO) has also adopted the policy of integration and is advocating for the education of all the children regardless of their disability in order to make the world a better plac e.