The Pearl Essay Paper Example For Students

The Pearl Essay Paper Character Analysis of Kino from The Pearl Kino, a character from the story The Pearl, is a prime example of a developing character. From the start through to the end, he develops drastically. At the beginning, he was thought out to be a good loyal husband but as time went on he became a selfish, greedy person who would do anything for money. When the story began Kino seemed to be a good husband who wanted nothing more than to be able to support his family. After a scorpion had stung Coyotito, Kino prayed that he would find a pearl not to become a rich man but so that he could pay the doctor to heal the baby, as he would not work free. After Kino had spent long hard hours searching the ocean floor, he finally found the pearl he had worked for. At first when he found it, he only wanted to pay the doctor to cure Coyotito. However as time passed he began to think of all the things that he could acquire with the money form the pearl and began to develop greed and selfishness. When people asked him what he would buy now that he was a rich man, he was quick to list several items that came to his mind. One of these items was a rifle. Kino wanted a rifle because he wanted to show power over the rest of his village. We will write a custom essay on The Pearl Paper specifically for you for only $16.38 $13.9/page Order now When Kino took the pearl to the pearl buyers to sell, he was offered one thousand pesos. Kino declined that offer claiming that his pearl was The Pearl of the World. By reacting in such a manner he yet again demonstrates his greed. It is not about saving Coyotito anymore, for he is already feeling well, it is now about the money. Although one thousand pesos was more money than Kino had ever seen he demanded that he would get fifty thousand pesos. Later in the text, Kino discovers Juana trying to destroy the pearl, causing Kino to become very angry, and resulted in him beating her. Although Juana was in very much pain she accepted the beating as if it were a punishment and stayed with Kino. A while later Kino was attacked by another man who wanted the pearl for himself and defended his pearl by killing the man. It is around this point in the story where Kino displays his greatest point of greed and selfishness. When Kino gets ready to attack the trackers Coyotito lets out a cry awakening one of the sleeping trackers. The tracker on watch described the cry as being the cry of a baby, however, the tracker who had just awaked described it as being a coyote. The tracker on guard then lifted his rifle and shot in the direction of the sound. This sparked the deadliest of fuses in Kino, which turned him from a normal man into a fearsome, uncontrollable, machinelike man killing everything in its path. When Kino returned to the village he looked at the pearl and began to realize the effect it had on him, his family, and his village, and decided to throw it back into the ocean where it came from. Kino has paid a large price to learn such a valuable lesson, that we should not let greed and our want for something to overcome us and let us lose sight of the important things in life such as family, health, and life itself.

How the policies of new right and new deal have changed from the 1970s till now The WritePass Journal

How the policies of new right and new deal have changed from the 1970s till now How the policies of new right and new deal have changed from the 1970s till now IntroductionBibliographyRelated Introduction This assignment will be looking at how the policies of new right and new deal have changed from the 1970s till now; it will also be looking at the changes that have occurred from the second war. This assignment will also be looking at the new right and new labour, what Beveridge and Keynes were about.it will also be looking at the consensus from the late 1960s and how social scientist retrieved new evidence that poverty and homelessness still exist, the rediscovery era that problems prior to the welfare state are still here. It will then look at the resultant rise in state spending and intervention. It will look at the economic crisis- long term benefits were to blame and it was the underserving’s fault. Political crisis will also be mentioned that fewer people are voting and the green party are not concerned with bankruptcy. The crisis also involved social and internal contradictions. It will then mention the conservative government- rolling back the state, privatisation, cen tralisation, tax cuts for the rich and benefit cuts for the poor. Finally it will look at the new labour-welfare to work, moralising and coalition government changes. There are many different arguments into how the welfare state started developing and attitudes towards the welfare state are very different, The new right came about in the 1970s the new right was a very strong political force and held a very powerful position in many countries throughout the 1970s and 1980s, they came about when economic difficulties overtook global economy in the years after 1973. They also reacted to the consistent amount of public spending that was occurring throughout the 1960s. There are many reasons in which the new right believe in why the welfare state has involved its self in the welfare and industrial societies. What the new right argues is that two false conclusions had been made from the World War 2 wartime experience. The first false conclusion that had been made was that during the war collective purpose is possible and if that is the case then it is also possible in the peace time, and the second false conclusion was that the government had planned th e war and therefore it would be easy for the government to plan the peace. The new right sees that the governments war time successes, and the government shown what it was able to do through the wartime and therefore it should do it. The new right blame two people for the new politics, in whom contributed so much into the continuous development of the welfare state and these two people were known as Keynes and Beveridge. There were three things in particular that the new right blamed Keynes for doing and these three things were that firstly Keynes didn’t like the profit motive at all neither did Keynes like the pursuit of gain, secondly Keynes freed the governments from   budgeting legitimate and finally the ways in which Keynes writings were perceived that â€Å" set the economical literature in Britain on a journey that industrial organisations and the employment of high fraction of the labour force on productive and profitable work were considered to be of secondary imp ortance. (Wiener, 1981 cited in V,G and P.W 1994:16). According to Alcock (2000) there was two simple facts based on evidence for the cause of the economic crisis, the first fact was that the demand for services and bigger and greater service provision, will always take the biggest priority over the resources that were available especially financial within any advanced western society. The second fact was that the changes of demographic patterns in western notions, such as the increase of dependant elderly alongside with the dwindling amount of individuals of working age, the tax base to be reduced wherever it can be financed in any of the welfare states. There were an enormous amount of factors which emerged that argued the political crisis, one of these was that a number of commentators started to question whether or not the welfare state was still needed as it was unable to offer the things it had originally   promised to set out to do. Instead it seemed to be causing positive harm, especially on the responsibility of individuals, it was also suggested by the political crisis that the political institutions were being questioned due to their legitimacy ruling of society because they were in the process of decline. This crisis continued to manifest and this was causing less support for the electoral for the biggest political parties. It had also been said that the political crisis had reflected so much on the bureaucratic control over the welfare state, this meant that the bureaucratises would become bigger not taking into consideration of the efficient., so here is where it suggest that social policies have failed to sort out these social issues when these issues were something they set out to deal with in the first place, it could be said they have in fact made the social issues a lot worse or probably started off a whole lot of new ones. With the rise of divorce, illegitimacy and single parenthood it is clearly shown to be evidence for one of the causes for the social crisis of the welfare state,.one of the main issues and probably the most damaging to address was that of internal contradiction as the welfare state was unable to address this very issue. This assignment will now move onto the â€Å"Big Five† and these five issues came about by the Beveridge Report. Beveridge did a report that identified what he called as the â€Å"Big Five† and it was apparently the â€Å"Big Five† that was stopping Britain from becoming a modern society. The â€Å"Big Five† were known as these five things want ignorance, disease, squalor and idleness. Want referred to people that were in need of financial support to keep them from becoming ill and keep them just above the poverty line. Second was ignorance and this was mainly aimed at poor education. Thirdly was disease and this was to do with the lack of national health care, it needed to be paid for as in these days it wasn’t free. The forth was squalor and this was due to poor housing and slums, and finally idleness was due to the depression of unemployed individuals if all of the â€Å"big five â€Å"could be tackled then Britain would move forward. (Alcock 2000). The conservatives won election in 1979 , Margaret thatcher- rolling back of the state, gradual built up of the state its involving itself more and more, government gets too involved, pulling out â€Å"laissez fraire†. Rolling back the frontiers of the state (people losing homes) state referred to new right, people become lazy and need pushing back into employment. 1979 conservative victory- more people became unemployed, cuts money in other places, homes/towns/transport etc†¦ people become on strike. Thatcher was elected for government in 1979; her intensions were to â€Å"roll back the state† her government was all about making â€Å"cuts† and reducing the public spending to its minimum to allow tax cuts and especially to bring down the rates of income tax. In the first few years of thatcher’s government more and more people became unemployed. The labour government were elected in May 1997, it was made clear that reform was needed, labour were determ ined not to increase the income on tax rates, labour needed to make a turning point within the welfare state after taking over from the thatcher government and four of the main themes that seemed to stand out the most towards the welfare state were an attempt to control public spending, privatisation, targeting and the rising in equality. This new government tried to turn new corners with these four issues. The public spending was to be held for 2 years and the income tax was not to be increased. More money was being spent on the new deal instead to bring down the unemployment levels, and this was initially aimed towards the younger unemployed. 1997-1998 budgets had become higher, meaning that more money was spent on health and education that was planned originally. In October 1998 free funding for university education came into place, but was placed on a means-tested basis for those students who were from poor families, students could access different loans, a grant to help with li ving cost, and a system was set up that allowed the loans to be paid back by a percentage of the students future income (Deacon 2002). Some changes that have occurred from 1970s and onwards ,lone parent families had risen from twelve percent to twenty- three percent between the years of 1979-1995, 80% of these lone parents were dependent on the lowest income benefit from the state and this was known as income support. Public spending had been reduced due to the fact of national income nearly reaching 50 percent in the years 1975-1976. By 1991 18.5 percent of the population were made up from the elderly, (65 years of age for men) and (60 years of age for the women) this had risen by 1971. This wasn’t the only problem that had occurred there was great concern for the state pensions but also the health service including personal social services and nursing homes for pensioners over the age of 85 as this population was increasing fast. (Deacon 2002). Hayek and Friedman – Argue that the state should be reduced to its minimum as we have become slaves to the state, the welfare state is breaking down communities, people are depending too much on the state for money, state involvement undermines the dynamic force within society by interfering with the market, reducing freedom. The welfare state has taken away community networks and left people reliant on the state. Great rise in unemployment, prices drop and this isn’t good for the economy. Rise in low paid work, casual work and women will work for less. Welfare dependency- poor are being blamed- they all have the dole and that’s the reason the economy has gone into decline (Alcock 2000). Here are some of the things that the labour government have achieved since the ending of the World War 2. The labour government got victory and won the election over the conservatives, under the leadership of Clement Attlee, whom promised to tackle Beveridges â€Å"Big Giants†. What labour did for Want was in 1946 the national insurance act came about and benefits were given to the unemployed, pregnant women, pensions for the retired and allowances for the sick, widowed and mothers. 1946 the industrial injuries act, this provided compensation to workers that had been injured. 1948 national assistance act this helped the poorest people within society, poor law, the workhouse and the unemployment assistant boards were scrapped. The things labour did for Ignorance 1994 education act was put forward by the conservatives this was to enable free education for primary and secondary schools for all children, the school leaving age is 15 years of age but later was moved to 16 there was n’t enough money for this to happen at this time so this wasn’t agreed until 1947 when labour passed this act into law. Ignorance And Idleness employment and training act 1948 this established a new workforce, gave funding for school leavers and de mobbed servicemen to train as they had no training for a job after returning from the army. Aimed at regenerating areas of previously high unemployment industrial areas, Squalor 1946/1949 housing acts gave financial help to local authorities to rebuild cities that had been damaged during the war. Between 1945/1949 1.25 million permanent new homes were built. And this doesn’t include the temporarily houses. 1946/1949 rent control act tenants interest were put above there landlords. 1946 new towns act, 14 new towns were to be built. Disease 1948 National Health Service act this was probably one of the biggest to be tackled by labour government. Free accessible health care system to benefit all individuals this began in July 1948. By 1949 8.5 million people had received free dental care, 5.75 million pair of glasses had been issued and 187 million prescriptions had been dispensed. All of these proved to be very expensive, the initial annual budget was to be 187 million but the actual cost per year was 355 million. In 1951 charges were brought in for some services such as dental, eye care and prescriptions. (Chandler 2002). The Crisis is economic, political, social and internal contradictions. The welfare state went into crisis for these four reasons politically the welfare state wasn’t affordable. In conclusion to this assignment it would be fair to say that quite a lot of things have happened with the welfare state over the years, there are a mix of judgements of what the welfare should be doing or rather what it shouldn’t be, for example the new right believe that the welfare state is economically damaging. The issues that have been explored within this assignment are more or less to do with means and ends. It would be fair to say that a majority of individuals or if not all would prefer to live in a society with equality, opportunities, more choice and freedom. The state should be used for common purposes such as protection, health care and education, a large amount of people depend on the welfare state too much and maybe it needs to take a step back. Bibliography http://eprints.lse.ac.uk/5553/1/Thatcherism_New_Labour_and_the_Welfare_State.pdf accessed 06/05/2011 Alcock C (et al) (2000) Introducing Social Policy,Prentice Hall Beveridge, W.H. (1942) Social Insurance and Allied Services, Cmd 6404, HMSO:London. Chandler, M (2002) Britain In The Age Of Total War 1939-45, Heinemann Educational Publishers George V, Wilding P (1994) Welfare And Ideology Pearson Education Limited. Deacon P (2002) Perspectives on welfare Buckingham: Open University Press Midwinter E (1994) The Development of Social Welfare in Britain. Buckingham: Open University Press

Erich von Daniken claims that Egyptians did not have the technology or Term Paper

Erich von Daniken claims that Egyptians did not have the technology or manpower to build the great pyramids of Egypt. Is this an - Term Paper Example 1) Arguments in Support Erich von Daniken hypothesized that the monuments left behind by ancient civilizations show a level of technology and cultural and political organization of which those cultures were not by themselves capable of. He concluded that in these monuments, we can see the signs of extraterrestrial influence, with ancient astronauts making contact with these people, and being welcomed by them as divinities. He sees the physical presence of such unique artifacts as the pyramids of Egypt, the major stone circles of northern Europe, and the Maoi of Easter Island, as firm evidence for such theories. He even sees some patterns and signs on the world’s surface as evidence of runways and landing strips. Furthermore, von Daniken claims that we can see the enduring influence of these other worldly visitors in the artwork and customs of these peoples. For example, he suggested in more than one book that the practice of mummification in Egypt was developed so that the bod ies of notables could be preserved, awaiting resurrection by the extraterrestrial visitors when they next came to call. Likewise, he saw in ancient Egyptian visual representations some sign of these visitors being immortalized in the local pantheon. Von Daniken, on looking over the immense achievement represented by the Great Pyramid of Khufu at Giza, could not believe that the Egyptians, with the primitive technologies of the time, would have been capable of moving the huge blocks of stone into place. He wrote of the ‘heave-ho’ proposed by ‘people with lively imaginations’ (1971: 114) and stated his belief that some technology not indigenous to Egypt must have been used, choosing to entitle his chapter on the subject, ‘Ancient Marvels or Space Travel Centres?’. Furthermore, given that von Daniken believed that each of the large blocks of masonry weighed a staggering 12 tons, he could not conceive that any method known to the Egyptians of the t ime would have been sufficient to move them up into the air and then place them atop each other (1971: 101). As he looked around the local environment, with the desert on one side and the alluvial flood plain of the Nile on the other, von Daniken was struck by the scarce presence of wood in the region, and the large quantities of wood that would have been needed in building the pyramids. He stated that the palms that did exist in the area were much too valuable to fell because of their importance in providing shade, and dates for nutrition. Therefore, having established that large quantities of wood would have needed to be imported from abroad in order to build these structures, von Daniken believed that Egypt at the time of the pyramids had not sufficient tonnage of shipping to bring in the required quantities. He therefore saw the hand of an external power with more advanced technologies in completing the pyramids. Von Daniken also found what he considered to be some intriguing ma thematical aspects to the construction of the Great Pyramid. He asked, for example, ‘Is it really a coincidence that the height of the Pyramid of Cheops [Khufu] multiplied by 1,000 million corresponds approximately to the distance between the earth and the sun? That is to say, 93 million miles’ (1971: 99). Such arguments are interesting, but we will consider below the arbitrary nature of such arguments, which make it

The role of music within Apollo 13 movie clip Essay

The role of music within Apollo 13 movie clip - Essay Example "The role of music within Apollo 13 movie clip" essay is an excellent and detailed analysis of how music helps a film to create the right atmosphere and to set up a connection with an audience. Apollo 13 is a movie that was released in 1995. Its set up is in spaceship where the three astronauts try to make moon landing. The three astronauts are Swigert, Lovell and Haise. The plot of this movie is delivered from the reality story that occurred in 1970 when NASA tried to land Apollo 13 on the moon (Jeffrey and Jim 2000, 10). The storyline has a mixed anxiety as it starts with the expectation of safe landing on the moon, but mid way, an explosion is heard. Astronauts’ life is in danger. This movie has approximately 20 soundtracks. The clip shows crew panicking. They are in a hurry to fix things even as they try to explain the problem to the control room staff. The spaceship meters and indicators drop. This immediately shows that the problem is bigger than any viewer could have im agined. The tempo of the music track increases its beats. This implies is supposed to heighten the imagination and anxiety of the audience. The audience must be kept guessing what may happens next to the crew (Jeffrey and Jim 2000, 88-97). The tension is reflected in the control room too. The track at this point starts to slow down its tempo. This is due to the fact that, the viewers and the audience may have started to be assured that the direct communication between the crew and control room was about to yield results. The music track’s sped and tone must be regulated to break the monotony and help reduce the levels of anxiety (Joey 2003, 105-108). The music use in the movie must flow as per the expectation of the viewers and help them await the outcome with ease. At this point, the crew is directed to the point where they can find crucial apparatus. The music seems to soften as they compose themselves as communicate with the control room staffs. The control room st

Adolescence as Depicted in Clueless Case Study Example | Topics and Well Written Essays - 1000 words

Adolescence as Depicted in Clueless - Case Study Example Puberty denotes two main types of physical development which mark the transition towards young adulthood. The first physical development involves a dramatic increase in weight and height, muscle content, and body fat. The second physical development involves a change in reproductive organs and the presence of secondary sexual characteristics such as body and facial hair, and growth of breast. Cher Horowitz manifests medium-sized breast and wide hips, which are proportional to her slender physique. Her facial features also present adult proportions as she exhibits enlarge lips, prominent jaw, and protruding forehead. Kyle (2007) stresses that it illustrates physical changes experience by adolescents aged 14 to 16 years. Kyle further reiterated that female adolescents aged 14 to 16 years-old reached peak weight and heights manifest an increase in muscle mass, hip breadth, chest, and shoulder. Cher Horowitz exhibits on-time physical developments.  Puberty denotes two main types of phy sical development which mark the transition towards young adulthood. The first physical development involves the dramatic increase in weight and height, muscle content, and body fat. The second physical development involves a change in reproductive organs and the presence of secondary sexual characteristics such as body and facial hair, and growth of breast. Cher Horowitz manifests medium-sized breast and wide hips, which are proportional to her slender physique. Her facial features also present adult proportions as she exhibits enlarge lips, prominent jaw, and protruding forehead. Kyle (2007) stresses that it illustrates physical changes experience by adolescents aged 14 to 16 years. Kyle further reiterated that female adolescents aged 14 to 16 years-old reached peak weight and heights manifest an increase in muscle mass, hip breadth, chest, and shoulder. Cher Horowitz exhibits on-time physical developments.   Adolescents continue to develop their fine and gross motor skills. The former pertains to movements that require dexterity and precision, while the latter refers to movements of major parts of the body or the whole body. Cher Horowitz’s abilities to dance and drive the manifest increase in gross motor skills. Meanwhile, her ability to use the cellular phone, write legibly and manipulate objects represents an improvement of fine motor skills. Cher Horowitz can be classified into the preoperational stage of Piaget’s cognitive developmental theory. Maturation serves as a driving force for the individual’s development. The preoperational stage involves the application of logical principles acquired in the concrete operational stage into abstract and hypothetical situations. Cher sought to lead a meaningful life throughout the film. She chose to concentrate on doing good deeds instead of focusing merely on her popularity. The last part of the film exhibited how she volunteered in the relief efforts of the school to live a meaningful li fe.  

Communication Plays An Important Role Education Essay

Communication Plays An Important Role Education Essay Reading, writing, speaking, listening, viewing, and visually representing comprise the language arts and literacy processes. According to Gunning (2010), these elements start developing at an early age and progressively become more refined as a child amasses a foundation of oral language, written language, and life experiences. Task: A.   Write an essay (suggested length of 2-4 pages) in which you discuss each of the following in the context of language arts development in elementary-aged children: 1.   Reading 2.   Writing 3.   Speaking 4.   Listening 5.   Viewing 6.   Visually representing The ability to communicate plays an important role both in intellectual development and in the growth of personality. Children at each grade level have their characteristic needs for growth as well as their characteristic methods of reaction and response. As teachers learn to fit the language arts program to these needs and to these ways of responding, as they set realistic goals, and as they work through rather than against childrens normal patterns of development, satisfactory growth in language will result. For the language arts program is both an end and means. It develops skills in all forms of communication through language, giving children increasing insight into the structure and effective use of their mother tongue and developing their ability to read and listen as well as to use reading and listening for worth-wile purposes in life. At the same time, language is the means by which children aquire knowledge and understanding in all areas of education and in first-hand experi ence in life. Reading is an important element of the literacy process for an elementary student. Reading can open the door to various new experiences and thoroughly expand a students horizon for learning. Books are important to help children understand the development of them selves as well as others. Children love to probe motives and discover answers to their own problems through reading. Reading is the interpretation of written language. Children learn their first words by simply being told what they are. The process by which he or she keeps in mind the visual image, the pronunciation, and the meaning is not all together clear, but he uses such sight words exclusively in the early stages of reading. Elementary children learn at the Elementary level through a combination of matching and differentiating visual images and by memorizing the position of certain words. Configuration, or shape and length of words are natural cues for most beginners. Children are usually unconscious to the fact that th ey are leaning these skills, until they become thrilled about the fact that they can read by themselves. Children also develop reading skills by connecting words with pictures and associating the two. Writing is committing a persons thoughts or ideas to paper. Once the writing is encoded then the reading can be decoded. Listening to the teacher read stories and poetry about their own experience or related to it helps children to sense the power of words and the ways in which they are fitted into sentences. The two elements go hand in hand together. Children can grow and develop into mature writers through motivation that stems from their own interest. Direct teaching and conscious learning are needed to meet the various needs involved in the development of writing. Children first learn to write their names in order to identify their work. The process develops slowly in the first year and then rapidly increases in the second year of school. By the end of third grade an Elementary student is usually writing with a great deal of skill and independence. As the child gains in ability, he or she is encouraged to write independently, turning to the teacher for any help needed with placem ent on paper, handwriting, or spelling of words. As the student develops independence in writing and spelling, the child also grows in interest in using writing for various personal and practical purposes and in satisfaction in the power he is achieving. Speaking is the one activity that most Elementary children can all participate in no matter the age or grade level. Speaking can be defined as communicating vocally. Under favorable circumstances the normal child speaks freely and fearlessly when he or she enters school. The student uses words to express his wishes and his or her feelings, and may even employ phrases such as, thank you, please, and excuse me. From the first day of school, the child continues to add to his or her abilites in speaking. As the student has new experiences, he or she aquires new words with wich to talk about. As the student adds to his vocabulary, he or she learns new ways to put words together to convey what he or she thinks. Every new experience gives him more words or clearer understanding of ones already known; every new interest makes the student eager to find better ways to vocally express there selves. The students successful contacts with reading and writing, although they depend in part on his ab ility in oral language, will also serve that ability. As the student progresses in school he or she will become more adapt at articulation. Listening can be defined as giving attention with the ear. The development of children in listening is continuously interrelated with their growth in speaking, and after the early years of childhood, with their reading and writing as well. Listening is a forerunner of speaking and continues to bear a reciprocal relationship to it. For every speaker, there must be a listener; the listener, in turn, becomes a better speaker for having listened well to the speech of others. Elementary aged children have the ability to assume responsibility to the speaker, asking questions about what they do not understand, listening and carrying out simple directions, and following sequences of events in simple stories. As children set goals for themselves in intelligent listening, their progress will be accelerated. Listening is an important language arts element regarding the fact that children use it to conversate, discuss, story reading, poetry, assemblies, and many many activities in Elementary sch ool. Viewing could be defined as seeing, watching, or visually inspecting visual items. These could include: pictures, books, maps, videos, and various others. Theatrical experiences could also be viewed, as well as classroom lectures. Children today are bombarded with images and visual media of all types to persuade them to believe certain things, or feel a certain way. Viewing is an important element in the Language Arts for Elementary students because it is there way to development academic skills, as well as social skills. Children are viewing every day in our schools diagrams, dvds and many other visual aids for learning development. Viewing development entails giving attentionto facts, relationships, inferences, and to critical analysis. à ¢Ã¢â€š ¬Ã‚ © Visually representing refers to communicating through visual images. These images include photographs, drawings, graphs, maps, and diagrams, as well as video presentations, dioramas, models, and dramatizations. This form of communication requires the student to collect and organize information, decide on the best way to convey it to others, and produce a visual product to accomplish this communication, often incorporating print and sound with the visual images, if the student is trying to convey information or sway opinion. It requires organizing and representing an event or sequence of events for the pleasure or diversion of an audience, if the purpose of the representation is to entertain.

Sure Thing by David Ives :: Sure Thing David Ives

The Play "Sure Thing" from David Ives examines the endless variations of boy meets girl and the ensuing pick up lines. The central theme throughout the play displays a few varieties of a possible conversation that end with a ringing bell that symbolizes a fresh start and a second chance to make a good impression.   Ã‚  Ã‚  Ã‚  Ã‚  The swift conversations begin in a coffee house with the two main and only characters are Bill and Betty. From the beginning till the end of the play one can see a series of pick up lines, from a man to a woman sitting in a coffee shop reading. The lines start out short and rapid with an equivalent short response from the woman. Each line is separated by a ringing bell. All humans are critical of their fellow human?s beings. They are critical about their looks, cars and etc. Generally there is an old saying ?you never have a second chance to make a first impression.? In this play the author uses a bell as a mechanism of separating the dialogue of subsequent pick up lines, which gives the characters another chance to make a good impression. The ringing bell represents a fresh start. It is the device which allows these two characters to commence again, it is almost like the bell that is used for boxing matches which divides the rounds and lets the boxer rest before the next round begins. The play begins when Betty is setting down quietly reading her book when Bill walks in. The dialogue starts out very short, Bill glances at Betty?s book which is The Sound and the Fury by William Faulkner. In Bill?s pick up line he misidentifies the author. Generally women like to meet men who are intelligent, interesting and have a funny sense of humor. On pages 845 and 846 Beatty asks where Bill went to college and he said, ?I went to Oral Roberts University. ? (Bell.) In the next round Beatty repeats the question again but Bill said he is lying about ever going to college.

Customer service Tesco’s customer expectations Essay

An accurate description of the basic characteristics of the different customers and their needs and an explanation of what is meant by customer service in the context of my chosen organisation Customer service is the degree of assistance and courtesy granted those who patronize an organisation. Customer service describes the extent to which Tesco satisfy their customers. All Tesco customers have their own individual needs. Each individual customer likes to be provided with different services to make them self feel more comfortable. Tesco core purpose is to create value for customers to earn their lifetime loyalty. Tesco believe its success depends on people, the people that shop with them and people that work with them. If Tesco customers like what Tesco offer, they are more likely to go back and shop with Tesco again and if the team find what Tesco do rewarding, they are more likely to go extra mile to help Tesco’s customers. Tesco regularly ask its customers and staff what they can do to make shopping and working with Tesco a little bit better. Tesco customers have told them they want clear aisles in order to get what they want at a good price, no queues and great staff. Tesco use its every little helps shopping trip for customers every day in order to ensure they are always working hard to make Tesco a better place to shop, at home and abroad. Tesco staff have told Tesco that it is important to them to be treated with respect, having managers that helps them, having interesting job and an opportunity to get on. Tesco helping to achieve what is important to its staff will help Tesco to deliver every little helps shopping trip for its customers. Tesco aim is to attract as many customers as possible and keep exisiting customers. If Tesco manage to achieve these aim, it will maintain or increase its turnover and make the profits it requires. A good customer service is one of the main ways for Tesco to succeed. The first step Tesco must take is to provide good quality product because if the products on sale are not of sufficiently high quality, customers will stop buying after some time. Before Tesco decide on what service to provide, Tesco must understand clearly its customers’ expectations. Tesco recognised the need to provide staff training and set up systems to ensure customers’ expectactions are met. Tesco’s customer expectations 1. Good value products: if Tesco do not offer good value products, it will lose customers. Tesco like to keep a close watch on prices charged by rivals in order to make sure that their own prices are competitive. 2. Clear and honest information: Tesco’s customers like to know the prices that they are expected to pay. They also want to know about any extra costs. Having hidden charges is not a good customer service for Tesco. 3. Efficient ordering systems: good quality customer service means that Tesco customers want to receive products soon after ordering them. Example of this is Tesco using order tracking systems on their websites. This will tell customers when the products they have ordered will be despatched. 4. After-sales-services: this include products such refrigerators, televisions breaking down. After sales services include repairs and replacement of faulty products. Tesco’s customers expect such repairs to be carried out quickly and efficiently and faulty products to be replaced without delay. 5. Dealing quickly with inquiries: Tesco should always reply promptly to complaints about poor service or low quality products. Tesco’s customers expect to be given telephone numbers and addresses where they can contact customer service when necessary or direct them to the customer service desk. Good customer service means keeping customers happy. Tesco may offer competitive prices, have helpful and friendly staff and respond quickly to customer complaints. Offering good customer service also helps Tesco to be competitive. Terry Leahy the chief executive of Tesco said that good customer service helps Tesco to compete successfully with other supermarkets. An explanation using appropriate examples, of how the organisation uses customer service to meet customer needs. Including the strategic objectives of the organisation Tesco customer service involves identifying and meeting customers needs in the most effective way. Effective customer service is very important to Tesco and it will help Tesco to meet its aims and objectives. Tesco will use effective customer service to attract new customers and retain existing customers. Tesco aim to achieve continuous improvements in its customer service so that they can gain competitive advantage. Tesco’s customer service offers a wide range of services to its customers, this include providing information, giving advice, providing assistance, after sales services and service for disabled customers. Tesco provides different information to its customers. For example Tesco’s website contains information about Tesco’s history, Tesco careers, Tesco financial information, how to shop online and so on. Tesco offer a wide range of advices to new and existing customers for example Tesco staff can help customers to choose a product. Tesco can help its customers in different ways; example of this is helping disabled people with their shopping. Tesco’s after sales services include handling and dealing with customer’s complaint. Tesco aim to provide high level of service to its customers. Tesco is always willing to hear from customers that are not satisfy, this matters can be shared with staff members face to face, by letter or by telephone. This year Tesco is sponsoring the 2006 Tommy’s Angel Award. This award will be presented to individual that deserves special rocongition for helping someone through a difficult pregnancy or a parenting promblem of any kind. The winner will be presented with a prize at the star studded Tommy’s parent frendly awards ceremony held at an exclusive London venue. Tesco has been voted Tommy’s most parent friendly supermarket for the third year running. Tesco knows how important it is to make shopping with a child as easy as possible, that’s why Tesco work really hard to offer its customers with the following parent friendly services. 1. Toiletries: Tesco offer a range of toddler wipes and toiletries which enable toddlers to start learning to do every day tasks themselves. 2. Parent and child parking: which is dedicated parent and child parking spaces, where possible located near the store for easier and safer access. 3. Trolleys: Tesco provides trolleys that carry car seats so that baby can stay in its carrier whilst the parent shop. Tesco also supply trolley wips to ensure the trolley is clean and hygienic. 4. Instore cafà ¯Ã‚ ¿Ã‚ ½: many of Tesco larger stores have cafà ¯Ã‚ ¿Ã‚ ½Ã¢â‚¬â„¢s with healthier options available for children, these include sandwiches, fruit, jacket potatoes. Tesco also offer toddler cutlery, high chairs, bottle and food warming services. 5. Bag packing: Tesco provides customer assistants to help pack the parent’s shopping bags. 6. Queues: Tesco aim to open another till until all the checkouts are open is there’s more than one person in front of parents. 7. Umbrellas: Tesco provides umbrellas for customers to take out to their car if it’s raining. 8. Help: Tesco helps to take shoppings to the customer’s car if the customer can’t take it themselves. 9. Assisted shopping: Tesco helps customers with their shopping if they need a hand. 10. Baby clothing: Tesco offer an extensive range of exceptional quality, 100% cotton clothing which is machine washable and tumble dryable. 11. Baby changing rooms: many of Tesco’s larger stores have baby changing rooms and also provides free nappies. 12. Pharmacy: Tesco provides expert advise from its pharmacists, dispensing service, time saving repeat prescription service, full range of over the counter medicines, consulting rooms if customers need privacy. 13. Petrol at customer’s convenience: provides new pay at pump option, so customers don’t have to leave their baby alone in the car when they go to the till, offer competitive fuel prices in customer’s area, earn clubcard points on all petrol and automotive products. 14. Kids club: provide kids club for free for children between 5-8 years old, keep them entertained with fun and games in the clubzone magazine, plus exclusive offers, coupons and advice for busy parents. 15. Baby and Toddler club: Tesco baby and toddler club is a series of 10 segmented magazines which track baby’s lifestage, from pregnancy through to five years old. Tesco provide expert advice, top tips and money off coupons. If a customer was using a trolley and it broke down and would cause risk to the customer, depending on the physical status of the customer, he or she would want to be treated differently. If a customer had an illness or some sort of medical problem they would want to be treated in a way that they would be most comfortable. All Tesco customers would want their information to be kept private and safe so that when they buy products with debit or credit cards, their information will not be given out so Tesco have a database protection act where any customers information cannot be viewed by anyone that hasn’t got authority. Tesco have to provide staff who can meet targets of different customer service. If a customer is looking for Tesco manager they would expect to be referred to the person correctly including where and when the person can be found. Some of Tesco customers may not understand English and will find it hard to understand what the staff says so it is the responsibility of Tesco to provide different staff with different languages. Tesco can also provide signs and maps in different languages so that it will be easy for the customers to understand. If a staff does not speak the language that a customer understand, the customer should be refer to another staff that can speak the same language as the customer. Tesco have different customers with different needs. For example disabled people should be helped with their shopping, a blind person alone should be escorted around with a member of staff or Tesco can have sign that are brailed so that this will make it easy for blind customers. Customer service includes a variety of tasks but the crucial importance is for Tesco to keep its existing customers and gain new ones. All forms of customer service require communication between the provider of goods or services and the customer or potential customer. All Tesco member of staff dealing with customers must have specific skills and understand the importance of a number of aspects of the front line activity which includes: customer behaviour, modes of communication, interpersonal skills, telephone manner, technological skills and product knowledge. Customer behaviour: when dealing with customers, it is important to realise that different people react differently and that a customer’s response is frequently a direct result of the attitude and behaviour of the person they are dealing with. This includes not only appreciating the reasons for an individual customer’s behaviour on a particular occasion, but understanding the reactions of people in situations which are often quite stressful, as when seeking information that is difficult to obtain, asking for assistance or making a complaint. Modes of communication: many different modes of communication may be used in customer service which includes; written, verbal, non-verbal, face-to-face that is body language. Written communication: can be by letter, fax or e-mail. It should always be remembered that letters written to customers on behalf of Tesco are formal and all the rules of formal letter writing must apply. The customer’s name and address must be correct and the contents of the letter should be clearly laid out, brief and concise. If the letter is in response to a communication by the customer, care should be taken that it deals with matters raised by the customer. While faxes and e-mail need not be quite so formal in format, they must still be well written, give all the correct information and be properly laid out. Verbal communication: can be face to face or on the telephone. While politeness and courtesy are always important when talking to a customer, when the conversation actually takes place face to face, appearance and dress also become important. Non-verbal face-to-face communication: can convey more than is intended. Actions communicate our attitude to others and are certain to bring about certain responses. Communication via the internet: is used more and more frequently and the same rules of attention, patience and helpfulness should apply. Interpersonal skills: is the verbal and body language skills needed for good communication between people. Appearance: is important in all face-to-face situations, so Tesco lay down ground rules on how its employees should dress by giving them uniforms. One of the basic aims when talking to customers is to put them at ease. This will only happen if the number of staff willing to listen to them, does not interrupt and shows polite interest in what they are saying. The right attitude to the customer has the added advantage of making it more likely that he or she will not feel slighted or threatened, thus making it easier to deal with the matter in hand. Telephone manner: people use the telephone so often that many assume that anyone can talk effectively on the telephone. However in telephone conversations, it is important to learn the principles of pitch, projection, energy, volume, articulation. Pitch: nobody wants to listen to a screeching voice on the other end of the line. Projection: the voice should carry sufficiently to be easily heard. Energy: the speaker should ensure that he or she comes over as confident and fully in control. Volume: should not be so loud that it deafens the listener or so low that the listener has to strain to hear what is being said. Articulation: each word should be clearly pronounced, to avoid confusion and misunderstanding. These telephone skills have to be learned and wise employers provide training for employees, either inhouse or from their supervisors. Technological skills: staff working in customer services need to be trained in IT to be able to retrieve information, refer to records, handle customer accounts and personal files, set up and use customer databases and obtain feedback from internet/intranet websites. Product knowledge: staff in the front line of customer services must have a good knowledge of the goods or services provided by the business. Failure to do so will result in customers losing confidence in the produts offered. The above skills are equally important for all organisations, whatever their size, it is of course, easier for a large company to train its employees than it is for a small business. Customer charters: tesco have its own codes of practice which set out in detail the customer services that they aim to provide. On the basis of such codes of practice, Tesco create customer charters. These contain information about customer rights and the services offered. While customer rights are statutory, in other words laid down in various acts of parliament, it is the additional extras that are likely to interest customers and persuade people to buy from the company. Customer charters are only worth having if the promises they contain are kept. For example; Tesco promises to open another checkout if there is more than one person waiting at those that are open, this promise was adhered to all Tesco stores visited. Tesco promises to provide quality customer service at all times but fails to open enough checkouts at peak times thus increasing waiting time at the tills. A concise and accurate account of how the organisation had incorporated consumer protection into its customer service policy. Tesco is aware of the importance of good customer care. In order to ensure that Tesco know precisely what its responsibilities are towards its customers, legislation is necessary. All transactions between Tesco and the buyer are contracts with both sides having clearly defined responsibilities. The responsibility of the buyer is to pay for the goods purchased while the responsibility of Tesco is much more complex. Consumer protection looks after consumers in a number of ways. It prevents: > Tesco from charging very high prices or very high rates of interest > Dishonest practices, such as selling measures other than those stated on the label > The sale of unsafe products, such as children’s toys with sharp edges > Information about consumers being passed to other businesses without the consumers’ permission. Consumer protection legislation These are the main Acts of Parliament dealing with consumer protection: 1. Sale of Goods Act 1979: under this act products sold must be undamaged and in good working order. They should do what is expected of them and perform as described and be of satisfactory quality. If consumers discover that products do not meet these requirements they can reject them and ask for their money back providing they do so quickly, alternatively they can request for repair or replacement or claim compensation. The act covers fundamental requirements of purchasers which means that goods must be as described – this means that goods must conform to their description, be of satisfactory quality – in relation to the price paid, the description and the age of the item, must fit for the purpose for which they are intended – goods must carry out the purpose they are made for. Goods must be fit for any specific purpose, which the buyer has made clear to the seller at the time of the sale. If the goods are not of satisfactory quality the courts would take into consideration various factors such as whether goods were free from minor defects, satisfactory in appearance and finish, safe, durable and as described. Tesco customers are entitled to refund of unsatisfactory goods within a reasonable time after purchase. Tesco customers do not have to accept a credit note. 2. Supply of Goods Acts 1973: this acts deals with the responsibilities of the seller in relation to hire-purchase contracts. Anyone buying goods on hire purchase has the same protection under the law as a person who buys the goods outright. The supplier must ensure that he or she has legal title to the goods, the description of the goods is accurate and not misleading, the quality of the goods is of reasonable standard, if selling by sample, the sample is representative of the rest of the consignment. The buyer who enters into a hire purchase agreement is in a stronger position than one who pays for the goods outright. When buying on hire purchase, it is still possible to reject the goods after accepting them, whereas in transactions in which the full price has been paid, once the goods are accepted they cannot be rejected. 3. Data Protection Act 1984: this act protects the confidentiality of information stored in computers. As more and more organisations now hold personal information in their databases, it has become necessary for the government to regulate the ways in which such information should be stored and used. The act requires anyone an individual or an organisation holding personal data on computer to register with the Data Protection Registrar. It also requires that data must be acquired legally, data must only be used for the purpose for which it is held, data must not be disclosed to others unless this is necessary for the purpose for which it is held, data must be accurate and up to date, people whose data is held must be allowed access to any information about them, any incorrect information must be corrected, every data holder must make proper security arrangements to ensure that no unauthorised person gains access to the data. This means that computer users must not give unauthorised pr intouts of data to anyone and must ensure print outs are not left lying about. Passwords and Ids should be kept confidential and not disclosed to anyone. 4. Supply of Goods and Services Act 1982: this act requires traders to provide services to a proper standard of workmanship. If a definite completion date or price has not been fixed then the work must be completed within a reasonable time and for a reasonable price and any material used or goods supplied in providing the service must be of satisfactory quality. The law treats failure to meet these obligations, as breach of contract and consumers would be entitled to seek redress if necessary through civil courts. The act protects buyers against shoddy workmanship, delays and exorbitant charges. The act states that all services should be carried out for a reasonable charge, within a reasonable time, with reasonable care and skill and using satisfactory materials. 5. Sale and Supply of Goods Act 1994: this act is important for its substitution of the term satisfactory quality for the previously used phrases merchantable quality and fit for purpose. Goods purchased from trader whether new or second hand must be of satisfactory quality. This means that it should be safe, durable and have acceptable appearance taking into account its price, nature any description that apply to it and any other relevant circumstances. A thorough explanation of the techniques used by Tesco to monitor and improve customer service. Customer service is important to Tesco. I have already looked in details at the laws that must be obeyed by Tesco and at the legal rights of customers. All the rules and regulations are the theory but what Tesco actually do to look after their customers is the practice. Am going to examine the ways in which Tesco establish, monitor and constantly try to improve customer service. A huge organisation like Tesco can provide a wide range of customer services and has at its disposal the financial and technological means to try and establish its edge over others. Tesco now recognise the importance of customer service. Tesco is so large that it could not operate without communication systems in place. There must be means of contact between separate departments and between the employees in each department. It is vital that customers are able to reach the correct department and then the person with whom they need to deal. There is always danger that decisions have to be referred through several channels, making for delays and failure of one part of the system can easily lead to customer dissatisfaction in Tesco. The personal touch approach is difficult if not impossible to achieve. Tesco like many other organisations now ensures that its telephone operators, the first link with customers identify themselves by name when answering the phone. This has the two-fold aim of creating a more informal atmosphere during any conversation and giving the caller a name, which he or she can then refer to or ask for again. Tesco have its own codes of practice to provide a benchmark against which the efficiency of their customer care can be monitored, measured and make any necessary improvements. Code of practice is not legally binding but Tesco usually guarantees that the contents of the code will always be adhered to. If a customer can show that the theory of the code of practice is not being translated into practice, he or she has very strong grounds for complaint. Tesco also have specific customer service policy, which includes detailed information on how staff must treat customers in a variety of situations. The nature of Tesco’s business dictates how the general principles of customer care should be implemented. The customer policy is a follow up of Tesco’s mission statement. Suggestions of how Tesco might improve its customer service. In order for Tesco to assess its existing standard of customer service and be able to introduce improvements, Tesco needs to know what its customers need and want and how these needs and wants can be satisfied. Tesco can use different techniques these are: customer questionnaires, interviews, user panel discussions, management information analysis, internet websites, telephone surveys, suggestion schemes and mystery shoppers. Customer questionnaires can be very useful in providing information on customer expectations, reasons for choice of provider, and negative as well as positive views about Tesco. Tesco can organise such surveys itself or use a market research firm to carry out the research. Interviews especially personal interviews with customers can often provide an insight that may be lacking in a questionnaire response. Tesco can ask its frontline staff for their views on services provided and their experience of customer reactions. User panel discussions also provide valuable information but are quite difficult to set up and are also expensive. If a user panel is successfully selected to include a representative cross-section of customers, the results can give the business organisation a good indication of what the customers want and need. Management information analysis is now much easier to carry out, as the information from every area of Tesco’s activities is usually stored on computer. Computerised information is only as good as the input, however to be effective, management information analysis must be based on correct input and reliable methods of analysis must be applied. Internet website are now in general use and valuable feedback can be obtained from websites. Tesco can use Internet to monitor its customer’s service and receive feedback from customers through Tesco’s website. Telephone surveys can be carried out in one of two ways. 1. calls can be made using an existing customer database, to tell customers about new additional services and or invite their opinions on services already provided. 2. the second method invites customers to phone in themselves and provides a free phone number on which to call. Tesco, inviting customers to suggest ways in which services could be improved, runs suggestion schemes. This might be a question of opening hours, store layout or information provided or specific facilities such as access for the disabled or mother and baby rooms. This sort of customer feedback can be very useful for Tesco. Tesco employs mystery shoppers. These shoppers visit the stores to ascertain the standard of customer care. Their activities might include playing the part of a difficult customer or lodging a complicated complaint. All these are only valuable if the findings obtained are analysed and practical conclusions drawn which can then be incorporated in Tesco’s customer policy. Tesco holds regular meetings with customer panels to discover what its shoppers do and don’t like. To improve customer service training is vital. The type, duration and frequency of training must be decided once the needs are identified. In customer service as in other areas of Tesco, it is relatively easy to pinpoint shortcomings and to resolve and overcome them. It is much more difficult to implement the changes. It should be remembered that the process of improving customer services is an ongoing one and therefore constant monitoring is necessary. If found that a particular technique does not bring the expected result, it often becomes necessary to revise and perhaps change the methods used. An independent approach to assembling and analysing information about Tesco. The most recent approach to customer service is to stress the role played by all employees in enusring that customers are satisfied. Every member of staff is expected to provide customer service to an equally high standard. Staff are all trained in customer service and given the opportunity to gain qualifications in this aspect of the job. In Tesco, a high standard of customer service is a way of gaining a competitive advantage. Tesco has acknowledged that one way that it competes with other supermarkets is by offering higher standards of customer service. High quality customer service offers Tesco a number of advantages which includes; immediate benefits and longer term benefits. The immediate benefits are: Tesco will win new customers, gives customers information about Tesco’s products, helps Tesco to keep market share while the longer term benefits are: improves corporate image of Tesco, may win a business increased market share, Tesco keeps existing customers and Tesco enj oys rising sales and profits. Below is a sample of role play that Tesco can use to approach customer service. Customer service assistant: hello, how can I help you? Customer: hello, sorry for disturbing you. I bought this play station 2 game five weeks ago, when I got home I then realise that the disc it’s not working but because I travelled I’ve not been able to return it on time so I’ll like to change it for a new one or a refund please. Customer service assistant: am sorry to hear that but unfortunately our policy is that customers only have 28 days to return purchase and you have missed the 28 days policy. Customer: the only reason I didn’t return it on time is because I travelled and I still have my receipt with me so it’ll not be fair if you don’t change it for me. Customer service assistant: am very sorry sir but I’ve to follow the company’s policy. Customer: so what do you expect me to do with a disc that’s empty, it doesn’t even show anything on it and you are telling me that because of your policy I should have missed my holiday. Customer service assistant: I didn’t say you should have missed your holiday but you should have return the disc on time in order for you to get it exchange or refund. Customer: so what’s going to happen because you can’t expect me to pay for nothing. Customer service assistant: there’s only one thing I can do to help you and that is to talk to my manager. Customer: oh please do that as long as I get the disc exchange or a refund. Customer service assistant: ok my manager just told me that I can exchange it for you this time but I can’t refund your money. Customer: that’s alright, no problem. Customer service assistant: this is your new play station 2 game and I hope this one will work. Customer: I hope so too. Thank you very much. Bye Customer service assistant: bye From this role play, Tesco will be able to know how employees deal with difficult situations with customers, type of train they need, if they need improvement and how the improvement will be done. A logical analysis of the effectiveness of customer service in the organisation using examples of good pratice. The main objective of customer service is customer satisfaction. Tesco can measure customer satisfaction by using questionnaires completed by customers. A satisfied customer does not mean someone who has no complaint but someone who is genuinely happy with the service, product and the whole experience of dealing with Tesco. There is then a feel good relationship established with the customer. It is then up to Tesco to develop the relationship into profit by using the techniques of customer relationship management. The overall effectiveness of Tesco customer services are; the staff contribution, the premises, the quality of products. > Staff contribution: the contribution made to customer service by staff can make or break Tesco. Some of these aspects may seem obvious, but it is when they are not present that the problems start, this can include: * General appearance: staffs’ tidiness and personal cleanliness and hygiene are important, a staff wearing uniform can help to give a good impression but a strong dose of garlic or unwashed socks can do a lot of harm to customer relations. * Mood and expression: a smile can make such a difference * Attitude: helpfulness can give a customer confidence. * Product knowledge: staff ignorance and uncertainty put the customer off, if a staff member does not know the answer to a question, he/she should be able to find someone who does. Teamwork is an essential element of the effective functioning of any workforce. It relates to all funtions of Tesco not just customer service. Teamwork is currently a popular method of management. It encourages a democratic approach. Through this, individual team members learn to take responsibility for what is going on and are motivated by success. Tesco encourage this approach to customer service by grouping its sales staff into customer service teams and holding team meetings to discuss customer problems, complaints procedures, shoplifting and new product campaigns. Customers can soon sense when teamwork is breaking down for example when staff members do not take responsibility for errors or problems and blame others. Effective staff training is another essential element in providing a high level of customer service. > The premises: the layout and organisation of premises of Tesco are important factors in welcoming customers and putting them at ease. Issues to consider when assessing the premises of Tesco include: * Is the layout and the product areas well signed * Is it tidy or are there boxes lying around, blocking customer access * Are the aisles wide enough * Are special offers prominently placed at the end of the display stands * Are the display stands well stocked * If the customer needs a trolley, are they readily available and is the car park easily accessible. > The quality of product: the quality of product is of prime importance. An easily overlooked feature of customer service is the product itself. Returning to shop again in Tesco or providing value for money is the product of high quality. It all depends on what the customer expects. Tesco pride itself on high levels of quality. The objective of Tesco is to provide value for money. An appraisal of the techniques used in Tesco for monitoring and improving customer service with built in quality measures An Appraisal of the techniques used in Tesco for monitoring and improving Customer Service with in-built quality measures. Tesco is a huge organisation and they know that the secret to being successful and reliable is to provide good Customer Service. Tesco monitor the customer service progression through Benchmarking, training and development, ISO 9000, quality circle, total quality management and quality assurance. Benchmarking is a used by many organisations and is helped to show the performance of Customer service with other supermarket outlets. If Tesco is to improve it must be able to set standards and monitor its progress. The motivation for continuous improvement by Tesco and its workforce must often be the recognition that they are not the best. If Tesco’s competitors are doing better so can Tesco. Benchmarking involves number of stages: 1. To decide what in Tesco needs benchmarking e.g. production time, delivery time or after sales 2. To choose another business for standards of excellence to benchmark against 3. Gathering information about the standards of excellence 4. Setting standards and making sure everyone in Tesco knows about them Benchmarking is a very simple concept and gives Tesco a target to aim at. Almost anything can be benchmarked such as: * Personnel, which are the number of, staff Tesco used to sell product, their qualifications, the amount and type of training, number of supervisors. * Use of IT which include type and quality of the sales database and type of equipment Products Tesco offered which include added value, features it have as standard, options available, and competitors’ products. Training and development is a crucial part of the implementation of any quality programme. The type and requirements of the training will depend on: 1. Current performance/success of Tesco 2. Current and planned quality system 3. Level of management 4. Tesco organisation structure All techniques designed to improve quality standards depend entirely on Tesco workers. If Tesco is to be truly quality focused it depends on everybody being involved. When the whole workforce is to be involved and effective then everybody needs to be properly trained. ISO 9000 (International Organisation for Standardisation) covers supply of goods, quality control, training, internal documentation, after sales service, procedures for dealing with faults and management of the system. All these ensure that finished product will be of a standard that will meet customer requirement. The certification process is very demanding. The benefits of IS0 9000 for Tesco include marketing necessity, saving in costs, fewer complaints, fewer problems and reduction of waste in internal processes. For Tesco to get the certificate they must document all its procedures and carry them out precisely as they are specified. There are three sections covering every aspect of Tesco operations, including product design and development, purchasing, manufacture, installation, inspection and testing, maintenance, storage, marketing, sales and distribution, packaging and waste disposal. Tesco needs to write: 1. Quality policy 2. Quality manual 3. Procedures and work instructions 4. Set up system to record and deal with all quality failures and customer complaints, including putting in place measures to stop them occurring again. 5. Name a quality manager who will have responsibility for managing the quality system and carrying out internal quality audits. Tesco would benefit from ISO 9000 accreditation particularly if they have ambitions to become suppliers to national or international companies. Quality circle is a way Tesco workers meet to examine workplace issues as quality, productivity and wastage. For Tesco team working to be successful, it relies on competent responsible workforces who want to improve quality. Their ideas for improvement can be discussed at regular meetings. The workers meet voluntarily at frequent and regular intervals to discuss problems encountered in their work with a view to discovering solutions. Problems they studied may relate to safety, productivity, cost reduction, improving the working environment as well as quality. For quality circles to be effective Tesco needs a well-educated and trained workforce capable of receiving, analysing and solving problems. The most effective quality circles have these features: * The group consists of between 5 and 10 people and all members have special training in quality control techniques, decision-making and problem solving. * Membership is voluntary and people can choose their own issues/problems to examine * The members are all involved in the same kind of work, which increases the range of experience and knowledge * The group has access to management and can make suggestions and recommendations. Quality circles are most appropriate in Tesco because there is participative, consultative management style, workers views are recognised as a valuable asset. Quality circles require trust from both Tesco management and workers. Tesco staffs need to be empowered or given responsibility to make decisions and create solutions, this comes with adequate training. Total quality management is a way Tesco manage to improve effectiveness, flexibility and competitiveness of business as a whole. Tesco effectiveness of total quality management depends on total team working. Tesco essentials of total quality management approach is that workers on production processes have personal responsibility for passing on to following operations only products of perfect quality. Total quality management and team working can result in high levels of motivation and involvement, leading to better quality standards, lower levels of waste and generally higher productivity. The basic principles of Total Quality Management Tesco have to put in mind are: 1. Put the customer first by * Making sure all customers, both internal and external are properly looked after and have their problems solved * Having systems in place to provide effective customer care and service * Anticipating and fulfilling their needs * Exceeding their expectations, by using market research to find out what they want * Being responsive and listening to their views so that complaints are welcomed and seen as an opportunity for positive change and improvement * Making sure all service standards are met. 2. Make continuous improvements by * Reducing costs * Reducing waste * Better ordering procedures * Better delivery systems. Quality assurance make sure that quality standard is maintained throughout all areas of Tesco. It is concern with preventing faults from happening in the first place by aiming at producing at producing zero defects. Quality assurance is by contrast, an organisation wide approach that places responsibilities for quality on the whole workforce particularly the front line operators who actually make the product. Tesco quality assurance for foods is seen as a priority for their customers. An evaluation of the provision of customer service in my chosen organisation and how the customer service is monitored Good customer service is vital for any business to success. Customer service is a set of behaviour which Tesco undertake during its interaction with customers. A good customer service is improtant for Tesco because it will allow Tesco to increase sales and market share. Providing good customer service will enable customers to shop again at Tesco because the customers will feel respected and value. Tesco’s policy is to offer value for money, good customer service, pleasant shopping experience and good qualities. Customer service includes different tasks but it is important for Tesco to keep its existing customers and gain new customers. Good customer service within Tesco require communication between provider of goods and customers. Tesco aim to provide all its customers with the best quality and good value for money when shopping. Having a store at every corner, Tesco provides all its shoppers with the benefit of very high quality products all at low prices. Tesco have a market share of 30.5% which is currently the highest supermarket market share in the UK so I’ll say Tesco has meet its aims and objectives by improving customer service and providing cheap products at good quality. Tesco customers believe that Tesco have a wide range of products. Realistic and thorough recommendations on how my chosen organisation could improve its quality systems to help meet customer quality expectations, with an explanation of the changes the recommendation would bring about. The story of Tesco began in 1919 when Jack Cohen sold groceries from a stall in the East End of London. Tesco name came into use in 1920’s when Jack and his partner took TES from TE Stockwell and CO from Cohen to coin what is now a household name. Having close to 600 stores, Tesco is now the largest food retailer in the UnitedKingdom holding an estimated 15% share of the total market. Tesco’s success is based on the principles of innovation, high standards of customer service and a firm policy of listening to its customers and acting on what customers say. I have designed a questionnaire to evaluate if Tesco has improved its products and customer services. Please tick the relevant box. 1. What gender are you? Male Female 2. Where do you normally do your shopping? Tesco Sainsbury Asda Other 3. How would you range the customer services of other supermarket? Good Bad 4. Do they offer wider range of products? Yes No Don’t know 5. Do you like shopping at Tesco? Yes No 6. How would you range the attitude of staff at Tesco? Poor Good Excellent 7. Do you think the staff have enough knowledge of products? Yes No Don’t know 8. Do you think the staff are friendly enough? Yes No 9. Do you think Tesco offer good products quality? Yes No 10. Is Tesco layout good enough? Yes No 11. Would you recommend Tesco to any one? Yes No Below are the results of the questionnaires I handed out to customers. This is the result of where different people shop.The chart shows that 12 out of 30 people shop at Tesco, 5 out 30 shop at Sainsbury, 7 out of 30 shop at Asda and 6 out of 30 shop at other supermarket. The chart below shows that 3 out of 30 people think that Tesco’s staff attitude are poor, 27 think the staff attitude is good while 10 think that staff attitude are excellent. Which means that Tesco staff have a good attitude to customers. In order for Tesco to keep to this, Tesco need to continuely motivates its staff to work efficiently. The chart below indicates that Tesco’s customers have good product knowledge. The chart below shows that customers are happy with Tesco’s product quality. Majority of Tesco’s customers believe that Tesco’s layout is good enough Majority of Tesco’s customer will recommend customer to other people. After conducting my research about Tesco I’ve now decided to write a report to the board of directors outlining the research I have done into customer service strategies employed by Tesco and making suggestions for improving the customer service. To the Board of Directors of Tesco. I have been conducting research about your company’s customer service and I found out that you are currently the top leading growth supermarket in the UK which indicate that your customer service is properly the best in the UK supermarket. Above the page are the results of questionnaires that I handed out to get your customers opinion about your company and I was impressed to know that most of your customers like the way your staffs treat them and also have enough knowledge of products. If you continue to keep to this, then I believe you will continue to meet your aims and objectives and also continue to increase your market share. I’ll recommend that you keep to providing goods and services at high standard always, ensure accurate procedures for dealing with enquiries and always give information that is accurate and precise, ensure your company only promise what can be delivered. I believe that if you keep to this, you will not loose customers. From my own point of view if you continue to provide good quality of products to your customers, you will make more profit because customers are always willing to buy good quality at a value price. I also believe that your managers should continue to encourage staff to provide good customer service. Having bad relationship with managers can cause poor customer service. Managers should always make sure they have very good relationship with all employees in order to improve customer services. Good customer service is essential in order to meet customers’ needs and make profit.

Spoken English - Definition and Examples

Spoken English s Definition: The ways in which the English language is transmitted through a conventional system of sounds. Compare to written English. Spoken English, says linguist David Crystal, is the more natural and widespread mode of transmission, though ironically the one which most people find much less familiarpresumably because it is so much more difficult to see what is happening in speech than in writing (The Cambridge Encyclopedia of the English Language, 2nd ed., 2003). In recent years, linguists have found it easier to see what is happening in speech through the availability of corpus resourcescomputerized databases containing real life examples of both spoken and written English. The Longman Grammar of Spoken and Written English (1999) is a contemporary reference grammar of English based on a large-scale corpus. The study of speech sounds (or spoken language) is the branch of linguistics known as phonetics. The study of sound changes in a language is phonology. See also: Speech (Linguistics)ColloquialConversationConversation AnalysisDialogueKey Events in the History of the English LanguagePresent-Day English (PDE)Standard EnglishVernacularWhat Is Standard English? Examples and Observations: Academic Bias Against Spoken English[L]inguists have inevitably had a long-standing and intensive contact with standard English. The nature of standard English as primarily a written variety, together with the immersion of academics in written English, does not augur well for their recognition of structures that may be more typical of spoken English than written English.(Jenny Cheshire, Spoken Standard English. Standard English: The Widening Debate, ed. by Tony Bex and Richard J. Watts. Routledge, 1999) The Relationship Between Spoken and Written English[I]n the course of the languages history, the relationship between spoken and written English has come nearly full circle. Throughout the Middle Ages, written English predominately served transcript functions, enabling readers to represent earlier spoken words or (oral) ceremony, or to produce durable records of events, ideas, or spoken exchange. By the seventeenth century, the written (and printed) word was developing its own autono mous identity, a transformation that matured in the eighteenth, nineteenth, and first half of the twentieth centuries. (However, through at least the end of the nineteenth century, spoken rhetorical skills were also seen as critically important to people with social and educational aspirations.) Since World War II, written English (at least in America) has increasingly come to reflect everyday speech. While writing on-line with computers has hastened this trend, computers didnt initiate it. As writing growingly mirrors informal speech, contemporary spoken and written English are losing their identity as distinct forms of language.(Naomi S. Baron, Alphabet to Email: How Written English Evolved and Where Its Heading. Routledge, 2000) Teaching IlliteracyOne main danger is that spoken English continues to be judged by the codified standards of written English, and that teaching pupils to speak standard English may, in fact, be to teach them to speak in formal written English. A test of spoken English may become a test of ones abilities to speak a very restricted codea formal English used routinely by dons, civil servants, and cabinet ministers. It is not very far removed from the language of formal debate. Such a view of spoken English can produce an artificial and unnatural English and can even promote a kind of illiteracy which is as damaging to users of English as not being able to write literate English; for to have everyone speaking and writing only one codea standard written English codegenerates an illiteracy almost as grave as would be the case if everyone were only able to use a local dialect.(Ronald Carter, Investigating English Discourse: Language, Literacy, and Literature. Routledge, 1997) Henry Sweet on Spoken English (1890)The unity of spoken English is still imperfect: it is still liable to be influenced by local dialectsin London itself by the cockney dialect, in Edinburgh by the Lothian Scotch dialect, and so on. . . . [I]t changes from generation to generation, and is not absolutely uniform even among speakers of the same generation, living in the same place and having the same social standing.(Henry Sweet, A Primer of Spoken English, 1890) The Value of Teaching Spoken English (1896)Not only should English grammar be taught with reference to the nature of language and the history of English, but it should also take account of the spoken, as distinct from the written, form. The reasons for this seem to me many and excellent. For instance, it is a misfortune that the English language makes its appeal to the educated mind, mainly through the written and printed form. The appeal to the ear and the appeal to the eye, which should strengthen one another, are thus distinctly separate and divergent. Our orthography encourages this separation. It is, therefore, the more important that textbooks of grammar should make some attempt to counteract this tendency.(Oliver Farrar Emerson, The Teaching of English Grammar, 1896) The Lighter Side of Spoken EnglishIf Opals goin to be a school-teacher, mebbe she wants summat to practice on, grinned her father.Oh, Pa, you mustnt say summatit isnt a word, remonstrated his daughter.Aint a word ! shouted her father with increasing excitement. Well, hear that! How do you know it aint a word?It isnt in the dictionary, said Opal.Shucks, disparaged Pa, whats the dictionary got to do with it? The words that git into the dictionary aint common talkin words nohow; theyre written wordsnobody puts talk into a dictionary.Why not? questioned Opal, astonished at her fathers apparent knowledge of the making of dictionaries.Cause why? Cause spoken words is too lively for emwho can go round and keep track of every word thats spoke? I can make up a hull mouthful myself, and no dictionaryll ever know anything about itsee?(Bessie R. Hoover, A Graduated Daughter. Everybodys Magazine, December 1909)

Battle of Cape Esperance at Guadalcanal

Battle of Cape Esperance at Guadalcanal The Battle of Cape Esperance took place the night of October 11/12, 1942. It was part of the Guadalcanal Campaign of World War II. Background In early August 1942, Allied forces landed on Guadalcanal and succeeded in capturing an airfield that the Japanese were building. Dubbed Henderson Field, Allied aircraft operating from the Guadalcanal soon dominated the sea lanes around the island during daylight hours. As a result, the Japanese were forced to deliver reinforcements to the island at night using destroyers rather than larger, slower troop transports. Dubbed the Tokyo Express by the Allies, Japanese warships would depart bases in the Shortland Islands and make the run to Guadalcanal and back in a single night. In early October, Vice Admiral Gunichi Mikawa planned a major reinforcement convoy for Guadalcanal. Led by Rear Admiral Takatsugu Jojima, the force consisted of six destroyers and two seaplane tenders. In addition, Mikawa ordered Rear Admiral Aritomo Goto to lead a force of three cruisers and two destroyers with orders to shell Henderson Field while Jojimas ships delivered their troops. Departing the Shortlands early on October 11, both forces proceeded down The Slot towards Guadalcanal. While the Japanese were planning their operations, the Allies made plans to reinforce the island as well. Moving to Contact Departing New Caledonia on October 8, ships carrying the US 164th Infantry moved north towards Guadalcanal. To screen this convoy, Vice Admiral Robert Ghormley assigned Task Force 64, commanded by Rear Admiral Norman Hall, to operate near the island. Consisting of the cruisers USS San Francisco, USS Boise, USS Helena, and USS Salt Lake City, TF64 also included the destroyers USS Farenholt, USS Duncan, USS Buchanan, USS McCalla, and USS Laffey. Initially taking station off Rennell Island, Hall moved north on the 11th after receiving reports that Japanese ships had been sited in The Slot. With the fleets in motion, Japanese aircraft attacked Henderson Field during the day, with the goal of preventing Allied aircraft from locating and attacking Jojimas ships. As he moved north, Hall, aware that the Americans had faired badly in previous night battles with the Japanese, crafted a simple battle plan. Ordering his ships to form a column with destroyers at the head and rear, he instructed them to illuminate any targets with their searchlights so that the cruisers could fire accurately. Hall also informed his captains that they were open fire when the enemy was sited rather than waiting for orders. Battle Joined Approaching Cape Hunter on the northwest corner of Guadalcanal, Hall, flying his flag from San Francisco, ordered his cruisers to launch their floatplanes at 10:00 PM. An hour later, San Franciscos floatplane sighted Jojimas force off of Guadalcanal. Expecting more Japanese ships to be sighted, Hall maintained his course northeast, passing to the west of Savo Island. Reversing course at 11:30, some confusion led to the three lead destroyers (Farenholt, Duncan, and Laffey) being out of position. About this time, Gotos ships began appearing on the American radars. Initially believing these contacts to be the out of position destroyers, Hall took no action. As Farenholt and Laffey accelerated to reassume their proper positions, Duncan moved to attack the approaching Japanese ships. At 11:45, Gotos ships were visible to the American lookouts and Helena radioed asking permission to open fire using the general procedure request, Interrogatory Roger (meaning are we clear to act). Hall responded in the affirmative, and his surprise the entire American line opened fire. Aboard his flagship, Aoba, Goto was taken by complete surprise. Over the next few minutes, Aoba was hit more than 40 times by Helena, Salt Lake City, San Francisco, Farenholt, and Laffey. Burning, with many of its guns out of action and Goto dead, Aoba turned to disengage. At 11:47, concerned that he was firing on his own ships, Hall ordered a cease-fire and asked his destroyers to confirm their positions. This done, the American ships resumed firing at 11:51 and pummeled the cruiser Furutaka. Burning from a hit to its torpedo tubes, Furutaka lost power after taking a torpedo from Buchanan. While the cruiser was burning, the Americans shifted their fire to the destroyer Fubuki sinking it. As the battle raged, the cruiser Kinugasa and destroyer Hatsuyuki turned away and missed the brunt of the American attack. Pursuing the fleeing Japanese ships, Boise was nearly hit by torpedoes from Kinugasa at 12:06 AM. Turning on their searchlights to illuminate the Japanese cruiser, Boise and Salt Lake City immediately took fire, with the former taking a hit to its magazine. At 12:20, with the Japanese retreating and his ships disorganized, Hall broke off the action. Later that night, Furutaka sank as a result of battle damage, and Duncan was lost to raging fires. Learning of the bombardment forces crisis, Jojima detached four destroyers to its aid after disembarking his troops. The next day, two of these, Murakumo and Shirayuki, were sunk by aircraft from Henderson Field. Aftermath The Battle of Cape Esperance cost Hall the destroyer Duncan and 163 killed. In addition, Boise and Farenholt were badly damaged. For the Japanese, losses included a cruiser and three destroyers, as well as 341–454 killed. Also, Aoba was badly damaged and out of action until February 1943. The Battle of Cape Esperance was the first Allied triumph over the Japanese in a night battle. A tactical victory for Hall, the engagement had little strategic significance as Jojima was able to deliver his troops. In assessing the battle, many of the American officers felt that chance had played a key role in allowing them to surprise the Japanese. This luck would not hold, and Allied naval forces were badly defeated on November 20, 1942, at the nearby Battle of Tassafaronga. Selected Sources US Naval Historical Center: Battle of Cape EsperanceOrder of Battle: Battle of Cape Esperance

The long term effects of washington's up from slavery Research Proposal

The long term effects of washington's up from slavery - Research Proposal Example He will carve his place in history if he can travel a considerable way in removing racism from the American psyche. I often find the issue of my color an uncomfortable one and am even tempted to ignore it but things that keep happening in the social, cultural and political life of my country keep reminding me of the divisive force of racism. It is in the treatment of the black prisoners and discrimination in the matter of justice, job opportunities and suppression of rights. I find it difficult to accept the differential treatment only because of my skin color, only because I look black, and the way it reduces my relevance as a human being. That, however, does not terminate my dream of a color-free world where humanity will be the only reality. And that reality I don't want to born out of any compassion of the white people for the black people or out of a conscious demonstration of liberalism of the whites for the non-whites but out of an established system of equal opportunities for the black people in every sphere of life like education, employment and other rights to have their rightful place in society. Racism is not something that will stop if the people stop talking about it. Jack Dovidio, a University of Connecticut professor and a researcher of racism for over three decades, estimated that "approximately 80 percent of White Americans have racist feelings they may not recognize" (Shabazz 2007). It may have changed form but is very much there in the new millennium when for similar offence, a black is imprisoned and the white escapes with civil charges. This kind of experience produces in me a critical sense of contradiction that now for over a century has been haunting the black community. Is not our approach to our struggle for equality with the whites with regard to social, political and economic rights by itself the very antithesis of our success in this endeavor In my view, the conflict started from the time Booker T. Washington started the process of compromise with the white to secure a place for the black in America. I do not say that the policy of compromise with the objective of uniting the races followed by Washington was without worth in the context of the institutionalized racism prevailing in America at that time. He needed the cooperation of the white as also their sympathy to see that such appeasement could at least check racism of all kinds against the black. His intention to achieve white sympathy and cooperation is no more pronounced than in the "Atlanta Compromise" (1895) where he spoke of working together for mutual progress. It was received by the radicals "as a complete surrender of the demand for civil and political equality; the conservatives, as a generously conceived working basis for mutual understanding" (DuBois 1903). I find echo of this compromise I am talking about in the autobiographical account "Up From Slavery" (Washington 1901) portraying an optimism that never materialized in future race relations. 3 Washington in his effort not to ruffle the white feathers overlooked the need for a more aggressive approach to empower the Negroes by making them politically and educationally strong which could make their movement against racism self-sustaining and not dependent on the white accommodativeness. I find it simultaneously painful and

Strategic Plan for James Raynor Ins, Agency of State Farm Assignment

Strategic Plan for James Raynor Ins, Agency of State Farm - Assignment Example The company has several employees and 18000 state farm agents who work together to serve nearly 80 million policy holders (3State Farm, 2013). In this regard, James Raynor is one of the major contributors as the agent of the State Farm Mutual Automobile Insurance Company. He provides rapid and risk-free quotes for the various insurances to serve the people by providing financial assistance. He has his own corporate State Farm Agency in Orange City, Florida (4State Farm, 2013). The company profile of State Farm reveals that the mission of the farm is to assist individuals to manage risks of their everyday life, in the occurrence of the unexpected events along with comprehending the dreams of the people. The company offers various services to help the finances of the people by investing in mutual funds and various insurances. The State Farm has been awarded as the top employer of the military veterans and is trusted as a reliable provider of services for the people of the United States and Canada (3State Farm, 2013). The key issue faced by the State Farm and the agents include the fact that there is severe competition that have recently emerged from the local companies in order to satisfy the clients. Countless policies offered by different companies for health and accidental benefits with diverse features available in the market could be a critical issue in both short and long term (3State Farm, 2013). Environment Company Environment The Annual report of the State Farm demonstrates the financial condition of the farm to be strong and profitable as per the data of 2012. The net income of the farm has exhibited an increase in the level of profit as the income in 2011 was US$ 1,088 as compared to US$1525 million Dollars in 2012. Due to the growth of the company, an expectation has materialized regarding the efficient running of the business with the valuable contribution of agents (1State Farm, 2012). Stakeholders Edward B. Rust Jr is the Chairman and the Chief Exe cutive Officer (CEO) of the State Farm and is also the member of boards of directors of McGraw Hill. The farm has several key members in the board of directors such as Gerald M. Czarneck and Dan E. Arvizu. Even though James Raynor is not the member of the board, he is still one of the major contributors in the profit of the farm (2State Farm, 2013). Strength of James Raynor Ins. State Farm Agency Strengths Communication: The key strength of James Raynor as an insurance agent is his communication skills. He possesses the capability of understanding the needs of the clients and subsequently he offers the required policies which would benefit the clients and the agency. He has a great convincing power as he can easily change the prospects into his clients. Work Ethics: James Raynor follows a rigid and methodical work ethic and has maintained integrity in his profession. He is loyal, honest and dedicated to his work and his policyholders. He is self-motivated and has over the years supp orted the people to make wise decisions regarding their investments in insurance or mutual funds. Decision Making: He possesses a strong knowledge in maintaining the finances and helping the clients in taking the correct measures, which leads to the success of the agency. He has displayed dedication, work ethic and moral responsibility