Customer Service Operations and Excellence Essay - 1

Customer Service Operations and Excellence - Essay Example The ultimate measure quality of any service is the customer’s perception of the service (Heinonen 2009, 10). An organisation is taken as a social system with an economic purpose. Any strategy taken by an organisation has to ensure fit with the environment of operation, has to be distinct in creating a value chain and increasing competiveness, and has to be sustainable. The strategy has to maintain its distinctiveness and the operating environment changes; strategies basically increase customer value while at the same time reducing the cost of the service to the customer (Anderson, Healey & Locke 2005, 14). Therefore, achieving operational excellence in process that support the customer leads to greater customer intimacy, making decisions to be taken in accordance with the needs of the customer, which leads to operational excellence in an organisation. 2.0 Service Process at BOI Bank 2.1 Service Background The service process is in BOI bank. ... Customers have to queue in lines with the most populated line being the deposit /withdrawal line. There are five counters serving this queue; at any one time five people have to be served simultaneously. Besides this, at least 25 people must be lining up at the queue waiting to be serviced with the number ranging from 10 in low business hours, to at least 40 in high business hours. Customers have to queue while standing, which becomes a challenge in long queues, though the old and the handicapped are allowed to bypass such lines to be served directly. Though the bank representative at the counters serve with due diligence and commitment, in some cases customers claim to spend unnecessary longer durations, which impacts on their businesses, while at the same time making them tired. This may be a sign of poor management and lack of maintaining services operational excellence in ensuring customers spend the least time possible in queues. The chart below summarizes the banking process in the banking hall. 2.2 Service Blue Print A blue print is ideal in providing a common point of discussion necessary when developing new services. Baums (1990, 46) argues that blueprint analysis aims at exposing inefficient time usage, unnecessary labor, but may also be used in selection, recruiting and training. These factors have become real challenges to businesses currently and have an impact on inefficient use of time and increased labor costs (Gemler 2011, 26). A business has to balance between having excess employees, which would be an added cost to the company, and time taken by an employee to queue and get services, which requires the two extremes to meet at the customer comfort zone. The queuing theory states the time taken by customers to arrive at a line, or

Business Trend analysis Essay Example | Topics and Well Written Essays - 2500 words

Business Trend analysis - Essay Example The essay "Business Trend Analysis: Celebrity Endorsements for Adolescent Product Marketing" is a profound analysis of the recent trends in the Product Marketing. Researcher focuses on the link between celebrity culture and consumer capitalism is evident in all forms of mass communication. All advertisers know that when used properly, celebrities can be very powerful marketing tools and help amplify the effects of an ad campaign. At the same time they must be very cautious in the current market to utilize this strong influence in an appropriate manner with carefully screened or ‘foolproof’ endorsers to avoid the kind of negative repercussions felt by products recently endorsed by such Hollywood embarrassments as Paris Hilton, Brittney Spears or Lindsey Lohan. Advertising agencies must decide by what method to utilise celebrities for a campaign. Agencies are cautious of potential downsides much more than potential upsides if the campaign has a long-term strategy. Celebrit ies alone do not guarantee success as consumers understand advertising, know what advertising is, and how it works. People know celebrities are being paid a lot of money for endorsements and this knowledge leads them to cynicism about celebrity endorsements. Particularly within the adolescent market, where potential endorsers are teenagers themselves and thus highly susceptible to the kinds of sensationalistic headlines as those produced recently, it is wise to avoid celebrity endorsement as often as possible.

Interview Essay Essay Example for Free

Interview Essay Essay Anthony Bryant Jr. is a man who is willing to sacrifice his free time in order to chase his goals. He started out watching the p90x infomercial late one night because he had nothing else to do and just wanted to see what it was like. He began to ask around and see if anyone he knew had the program and if it gave the results that were promised. Luckily, he ran into an old friend who had recently lost the motivation to stick with the program, and asked if he could try it out for himself. â€Å"I thought it would be a breeze because its just a simple home workout,† he smirked. Little did he know, he was about to challenge himself harder than ever before. This was only the beginning of his journey to understand what dedication and commitment truly meant. A. J. decided that we should meet at his local gym which he attends daily. I got there a little early and decided to check out the environment. Inside was a sizable room filled with machines and equipment built strictly for strength training, half of which I didnt even know how to use. Out of nowhere, I heard â€Å"hey man whats up† from the front of the gym, I smiled and turned around to see Anthony walking through the door wearing a Grey cutoff shirt that said â€Å"pain is weakness leaving the body† and a pair of light blue basketball shorts. He is a rather tall, lean guy with short, black hair, weighing in at about 205 pounds. We started talking as he laid down on the bench to pump some iron. After the first three or four minutes, I asked if we could go somewhere else to talk because I could hardly hear him over the sound of the weights rattling against each other. He agreed that it was a bit too loud in the gym for an interview; we went outside and sat at a round table and I asked my first question. I began by asking what his typical day was like through the week. He said he starts his day by getting to the gym before the owner at five in the morning to do cardio. After an hour of cardio he goes home to make his first meal of the day, which is always protein pancakes. Then he picks up his backpack and heads off to school for the next 5 hours. As soon as he gets home from school, he hits the books to make sure he gets all of his work done and has nothing to stress about at the gym. When his training partner arrives they eat a quick meal before heading out to the weight room. They get there and start their average two hour workout, depending on the day: Monday – Chest ; biceps, Tuesday – Legs, Wednesday – rest day, Thursday – Back ; Traps, Friday – Shoulders, Saturday – Arms, and Sunday – rest day. Upon completing the strenuous exercises they return home for their last meal of the day and go their separate ways until the next session. By this time the only thing left to do is get a good nights rest to let their muscles recover for the next day. I could not understand how they did this every day without giving in to failure. Mr. Bryant told me that there were three objectives to keep in mind when choosing to embark on a fitness journey, to decide, commit, and succeed. I asked what each of these meant individually; he leaned back in the chair and said â€Å"boy lemme tell ya, deciding to better yourself is the easiest part, you simply determine whether or not you are willing to go the distance. Anyone can say theyre going to get in shape right after they take a bite of a twinkie. † That is when I realized he was very passionate about physical fitness. Obviously, deciding to become fit was the easiest step, my next question was which one was the hardest. He told me commitment was the most important part of the challenge to become fit, he looked at me and firmly stated that we should never make a plan B because it only distracts from plan A. He told me if someone was to fully decide and commit to working out then the success would come on its own. After hearing him say that, I felt like it was possible for anyone to achieve what he has with the correct guidance. I asked him if he ever thought about personal training or motivational speaking. He nodded his head and laughed, until he saw that I was serious. Responding with, â€Å" not really, I mean I just planned on attending and hopefully winning competitions, I never thought I could be a help to others in achieving their own goals. † A. J. asked if I thought he would be a good inspiration to keep other people motivated and challenge themselves. I reassured him saying, â€Å"you have done this for so long now that it has become second nature to you, I am sure you would have no problem assisting people who need your help. † After the interview was over, I thanked him for giving me his time. he got up anxiously and simply walked back into the gym he has so long loved. I sat there in awe, at how a person can be so dedicated to improving his physique. Anthony Bryant went from watching infomercials of P90X to making the gym his second home. This is a man that has changed my view about what hard work actually means, and was only the beginning of my journey to understand the meaning of dedication and commitment.

The Inevitability of Suffering in James Baldwins Sonnys Blues Essays

The Inevitability of Suffering in James Baldwin's Sonny's Blues Everyone likes to feel safe. We try to protect ourselves and those we love, to make them feel safe as well. The idea conveyed about safety in James Baldwin's "Sonny's Blues" is that there is no such thing. The narrator of this story had thought that his brother Sonny was safe. Or at least, that was what he had made himself believe. "I told myself that Sonny was wild, but he wasn't crazy. And he'd always been a good boy, he hadn't ever turned hard or evil or disrespectful, the way kids can, so quick, so quick, especially in Harlem. I didn't want to believe that I'd ever see my brother going down, coming to nothing, all that light in his face gone out, in the condition I'd already seen so many others" (48). But Sonny hadn't been safe from drugs, or the streets, or any of the things his brother had been sure he was immune to. He had been arrested for using and peddling heroin. Sonny's friend, the boy we meet later, had thought the same thing as Sonny's brother had. " 'I thought Sonny was a smart boy...too smart to get hung'" (49). But they were both wrong. It had been Sonny's brother's responsibility to look out for Sonny from the time Sonny was born. "When he started to walk, he walked from our mother straight to me. I caught him just before he fell when he took the first steps he ever took in this world" (52). The narrator of the story is Sonny's big brother, so he feels responsible for him. This responsibility is confirmed by their mother on page 55, and the older brother reassures her, "I won't let nothing happen to Sonny" (57). But he fails at this, Sonny leaves and gets into trouble. Perhaps the narrator felt that if he couldn't keep his brother safe,... ...fe. But he couldn't. And indeed, suffering, lack of safety, is unavoidable, and also necessary for some things. "When I was downstairs before, on my way here, listening to that woman sing, it struck me all of a sudden how much suffering she must have had to go through. It's repulsive to think you have to suffer that much" (65). But we do. Everyone does. In fact, "There's no way not to suffer" (65). We are never safe from it. Total safety is not attainable. Not only in Harlem, but everywhere, there are things that are simply not under our control. Try as we might to block out unpleasant things for those around us, we cannot. This is the feeling that Baldwin creates through the story of Sonny and his brother. List of Work Cited Baldwin, James. "Sonny's Blues." The Norton introduction to Fiction. 6th ed. Ed. Jerome Beaty. New York: Norton, 1996. 47-70.

Bureaucratic Management Theory Essay

Weber’s theory of bureaucratic management has two essential elements. First, it entails structuring an organization into a hierarchy. Secondly, the organization and its members are governed by clearly defined rational-legal decision-making rules. Each element helps an organization to achieve its goals. An organizational hierarchy is the arrangement of the organization by level of authority in reference to the levels above and below it. For example, a vice-president of marketing is below the company’s president, at the same level as the company’s vice president of sales, and above the supervisor of the company’s social media department. Each level answers to the level above it with the ultimate leader of the organization at the top. The easiest way to understand the term rational-legal decision making rules is to think of it as a set of explicit and objective policies and procedures that governs how an organization functions. Examples of rational-legal decision-making rules include human resources rules and policies or the regulations governing who is entitled to unemployment insurance. Bureaucracies are all around us – this form of organization, which is comprised of non-elected officials who implement rules, is not only common in the public sector but in the business world as well. Examples of bureaucracies in the public sector include the Social Security Administration, Environmental Protection Agency and public universities. Among the oldest bureaucratic structures in the country is the United States Military. In the private sector, most large business firms have a bureaucratic organization. Examples of private sector firms with a bureaucratic structure include IBM, GM and the Union Pacific Railroad. Knowing how bureaucratic management works can lead to a better understanding of how government agencies and large business firms operate – it can assist you in interacting with complex organizations, whether it be seeking social security benefits or working for a large corporation. Max Weber Max Weber. Published in the US before 1923 and public domain in the US. Max Weber – Father of Modern Organizational Theory One of the most important thinkers in modern organizational theory, Max Weber (1864-1920), is the father of the bureaucratic management theory. Weber was a German sociologist and political economist that viewed bureaucracy in a positive light, believing it to be more rational and efficient than its historical predecessors.

Body Image - 957 Words

Body Image The essay titled â€Å"The Body of the Beholder† by Michele Ingressia from the textbook To the Point is about how black girls and white girls view their bodies. If you were to make a comparison Michele Ingressia says that they view their body images in very different ways. She writes about how black girls don’t mind gaining some weight while white girls do. They are always dieting to have the perfect body but never satisfied with what they have. This essay seems to be a very persuasive because it provides facts and statistics to back up what she has to say. In the first section of her essay Michele Ingressia writes about how obsessed white girls are with staying thin and how African American teens are in fact satisfied and†¦show more content†¦Then she concludes her essay stating that while the black image of beauty may be saner it can also be unhealthy. Michele Ingressia got a quote from a 15 year old named Muhammad Latif from Harlem who said, à ¢â‚¬Å"You have to be real fat for me to notice† (450). There was another quote from a sixteen year old who said that he didn’t like the fact that some of them are really skinny that it feels like they’re going to break them. She states an Arizona study that is funded by the National Institute of Child Health and Human Development that says, â€Å"64 percent of the black girls thought it was better to be a little overweight that underweight† (450). She continuously provides evidence of what she is going to talk about. In her conclusion she states that the black image of beauty may be a good way for having self esteem but it is also not healthy and says that they are indeed in real dangers of obesity. Throughout the entire essay she provides countless of information and evidence. She not only has direct quotes from teens but she also has stats and evidence to back up what she has to say about how very differently white girls and black girls view their bodies. It is clearly showed that this essay is not only a really good essay but it is also veryShow MoreRelatedBody Image And Body Images1896 Words   |  8 Pagesfeelings of body image. Many people think a dancer’s personal vision of their body image is an important part of their psychological health and well-being and can help or hinder their dance performance. But what is body image? Body image is both perceptual (what we see) and affective (how we feel about what we see) (Rudd Carter, 2006). Cash, (2004) referred body image to the multifaceted psychological experience of embodiment, especially one’s physical appearance and encompasses one’s body-relatedRead MoreEating Disorders And Body Image Essay1115 Words   |  5 PagesKarlye Weber AMST 3723 Dr. Carreiro 15 November 2016 Typically when covering the topic of eating disorders and body image dissatisfaction athletes and young women are the center of research and are stereotyped to be the only groups of people who suffer from self-image issues. In â€Å"The Hidden Faces of Eating Disorders and Body Image,† authors Justine Reels and Katherine Beals look to breakdown the stereotypes and dig deeper into the issues that cross over the borders of ethnicity, age and genderRead MoreThe Body Image Movement Aims Essay1780 Words   |  8 Pages2014). Movements have purposes, even when these have to do with transforming members themselves rather then the worlds outside the movement (Jasper 2014). The body image movement aims to improve the relationship between women and their bodies in a more positive manner (Dove 2014). Currently, women are suffering from an increase in body self-consciousness as a result of medias role regarding beauty ideals. Researchers have found that women worldwide do not view themselves as beautiful and are consistentlyRead MoreBad Body Image Days Or Bad Self Image1235 Words   |  5 PagesBad body image days or bad self-image days, in general, are something that every person at some point in time endures. Everyone has their insecurities and some days these insecurities  strike out to us more so than other days. Being our own worst critic, the days you wake up swearing you gained 10 pounds over night or the days you wake up shocked to see your face as one inflamed  pimple can be extremely  hindering. We all love morning stomach but some days you wake up bloated and feeling a tad moreRead MoreThe Impact Of Fitspiration Images On College Women s Body Image1433 Words   |  6 Pages​It is undeniable that the body changes many times throughout the length of adulthood. Education is one indicator that a person has began their journey into adulthood. Attending a University is a time when many men and women set out on their own to find their own identity and place in the world. Part of that identity is body image. Tiggemann and Zaccardo (2015) conducted research that aimed to investigate the impact of fitspiration images on college women’s body image. Participants included 130 femaleRead MoreBody Image : The African American Culture1667 Words   |  7 PagesBody Image in the African American Culture Today we live in a society that over the years has become so obsessed with body image and how an individual should look. Different cultures have different standards and norms that help to define their ideal body image. African Americans because of their differences in culture have gone against most cultural norms and have set their own definitions of beauty, body image, and body satisfaction. Because of these key differences, the African American communityRead MorePositive Body Image Group Essay1234 Words   |  5 Pages Body image disturbance, or BID, can have negative effects on individuals and can be found among many different ages of women. In fact, BID can even be found in girls as young as age seven. Many negative effects have been attributed to BID, such as increased anxiety, stress, and depression, which can cause issues both psychologically and physically (Devaraj Lewis, 2010). Therefore, there is a need to help women combat these negative effects of body image disturbance and help maintain a more positiveRead MoreNegative Body Image of Women in the Media2325 Words   |  10 Pagesside effects resulting in low self-esteem, eating disorders, or depression. Media projects images of women that have been surgically or technologically edited, these projections are causing negative effects. These unrealistic women have a greater effect on young women today, society has enveloped this idea that we have to meet this certain image. We have become so overwhelmed with the stereotypical image causi ng great disapproval for women who are slightly overweight. Everyone wants to look theirRead MoreThe Media And It s Impute On Body Image1850 Words   |  8 Pages2015 The Media and It’s Impute on Body Image There are no questions to whether the media has influenced the self-consciousness people have on their body or not. Whether it is the front of a magazine cover or in a film or television show, the selection of models or actors are primarily thin or fit leading readers and viewers to worry or want to change the way their body looks. Body image is the way one sees oneself and imagine how one looks. Having a positive body image means that most of the time someoneRead MoreSocietal Expectations And Media Influences Of Body Image Essay1769 Words   |  8 PagesExpectations and Media Influences of Body Image Numerous studies have been conducted on the various aspects of the impact and societal expectations held by north America and the impacts that it has on today’s youth. Body Image is a picture or mental image of your own body and how you view it.However, during my research process, there were very few sources that supported the media’s projection of body image. As we explore all the aspects of what body image really is and what impact may the media

Mice and men - 1998 Words

Hey this essay is about me not having one and just wanting a free account.GCSE JOHN STEINBECK The first 200 words of this essay... à ¯Ã‚ »Ã‚ ¿Of Mice and Men Essay à ¢Of Mice and Menà ¢ is the fictional short novel written by John Steinbeck in 1937. Steinbeckà ¢s perspective when writing the novel could be based on the fact that he had once worked on a ranch and had a certain fascination about it. The novel is set in 1930s America and this can be seen as the cause of the very enduring culmination that takes place in the novel due to the many problems that would be evident at the time such as the Great Depression. In this essay I will be exploring how Steinbeck present power in Chapter Four and how it relates to the rest of à ¢Of Mice and Menà ¢.†¦show more content†¦In this essay I will be exploring how Steinbeck present power in Chapter Four and how it relates to the rest of à ¢Of Mice and Menà ¢. Power can be seen as the catalyst that the novel revolves around but also the root from where all problems arise, in the novel. The pursuit of power and the disempowerment of characters in the novel are all brought upon by the many themes that were evident in the novel due to its context. Power becomes very significant in Chapter Four as power is given to characters in this chapter as well as taken away very swiftly. Many forms of Read more The above preview is unformatted text GCSE JOHN STEINBECK The first 200 words of this essay... à ¯Ã‚ »Ã‚ ¿Of Mice and Men Essay à ¢Of Mice and Menà ¢ is the fictional short novel written by John Steinbeck in 1937. Steinbeckà ¢s perspective when writing the novel could be based on the fact that he had once worked on a ranch and had a certain fascination about it. The novel is set in 1930s America and this can be seen as the cause of the very enduring culmination that takes place in the novel due to the many problems that would be evident at the time such as the Great Depression. In this essay I will be exploring how Steinbeck present power in Chapter Four and how it relates to the rest of à ¢Of Mice and Menà ¢. Power can be seen as the catalyst that the novel revolves around but also the root from where all problems arise, in theShow MoreRelatedOf Mice and Men1242 Words   |  5 PagesOf Mice and Men Thomas Hobbes in his Leviathan states that, in the state of nature mans life is nasty, brutish and short. In depression era America, no greater truth could be said. There were millions unemployed, largely unskilled and living on the margins of society. The lowest of the low were the migrant labourers travelling from place to place trying to scratch a living. They often had to travel illegally by freight car with all its consequent dangers. Their life expectancy was low, crimeRead MoreOf Mice and Men961 Words   |  4 PagesPeople have a tendency to lose sight of their goals and dreams. Mentally, people struggle to maintain their sanity in this game of life that has no set of rules. In the book Of Mice and Men, this story portrays the inequality between people’s dreams and what can actually be accomplished. John Steinbeck, the author Of Mice and Men, utilizes his general themes of friendship and loneliness, through his deep characterization and connection between characters i n order to illustrate â€Å"The American dream.† TheRead MoreOf Mice and Men1006 Words   |  5 Pagesheart of every novel.† In your view, what are the distinctive ideas explored in Of Mice and Men? Explain how these ideas are developed throughout the novel. Themes are integral and fundamental aspects which render the literature valuable. They usually provide insight into the author’s perception and internalisations of the world in which they live. Set in California during the Great Depression, Of Mice and Men, by Steinbeck, illustrates the hardships experienced by individuals as they roamed theRead MoreOf Mice and Men1171 Words   |  5 PagesOf Mice and Men by John Steinbeck Q- â€Å"I never seen no piece of jail bait worse than her† what is the reader supposed to think about Curley’s wife? * How is she described by the other characters? * How the author describes her * How she speaks/behaves * Her dreams * Is she the cause of all the trouble Written By Ruqayyah Draey Curley’s wife is not well described and respected by the other characters. She is often looked down upon and discriminatedRead MoreOf Mice and Men547 Words   |  2 PagesJohn Steinbeck’s landmark novel Of Mice and Men is perhaps best known for its revolutionary telling of two characters that are very different, but have come to rely on each other to survive during the Great Depression. The two characters are men named George and Lenny. George is somewhat of an average fellow who has no real special skills or attributes. Lenny is large and abnormally strong, but unfortunately has the mind of a child. Lennie looks up to George as if he were a role model. This statementRead MoreOF MICE AND MEN1721 Words   |  7 Pagesï » ¿In the book Of Mice and Men, the single women that appeared in the book resented herself as an object. The statement Women today are more often treated by men as equals rather than objects can be true or false. A man that goes to Gentleman s Cubs eve ry night is a different man that studies at Harvard Law School. A striper is going to be a different person than a CEO of a successful business. It’s all about how you present yourself. In Of Mice and Men, Curley s wife presents herself in a seductiveRead MoreOf Mice and Men883 Words   |  4 Pages‘Of Mice and Men’ is a novel about two men and their struggle to reach their dreams of owning their own ranch. George Milton and Lennie Small are best friends, and in despite of their differences they still manage to work together, travel together and tackle anything that gets in their way. Steinbeck uses nearly all of the characters in this novel to stress the importance of having a friend. The novel ironically starts off in Soledad, which means ‘Solitude’ but when translated into English it meansRead MoreOf Mice and Men2269 Words   |  10 PagesOf Mice and Men John Steinbeck World Literature Mrs. Finke December 7, 2012 Of Mice and Men: A Classic for the Ages Thesis: Despite some impurity Of Mice and Men by John Steinbeck should be considered as a classic due to its honesty, truth, loveliness, justice and of good report. I. Introduction II. Impurity A. Swearing B. Violence C. Economic poverty D. Psychological corruption III. Honesty A. Steinbeck’sRead Moreof men and mice1198 Words   |  5 PagesBookreport on „Of Mice and Menâ€Å" The novel „Of Men and Miceâ€Å" was published in 1937 and is written by John Steinbeck. The first edition of the book has 107 pages and can be devided into six different sections. The novel plays during the Great Depression, in California. The Author himself grew up in a fertile agricultural valley about twentey-five miles from the Pacific Coast. The maine Charachters are two migrant workers, Lenni Small and George Milton. Two very different men, who travelRead MoreOf Mice and Men1901 Words   |  8 PagesOf Mice and Men ‘Soledad means loneliness. Why is this relevant to Of Mice and Men? Discuss’ Soledad derives from the word Solitude, a state of social isolation. It is the situation/state of being alone. Loneliness is defined as an emotional state in which a person (or animal) experiences an immense feeling of emptiness and isolation. Loneliness and isolation is a theme that is reflected constantly throughout Of Mice and Men such as; the characters, in the minor actions that the characters pursue