Analysis of the Book After the Fact Essay Example | Topics and Well Written Essays - 750 words

Analysis of the Book After the Fact - Essay Example In most cases, interpretation of history depends on the expertise of the historian or the generation for which the history is interpreted. This essay focuses on the chapter on Virginia and it will try to figure out the flaws that the story brings to the surface. In addition, it will give an alternative that the historian could have used in finding the truth. The story tries to explain the historical moment of the Virginia colony in the seventeenth century. It uses the settlement in the area as evidence to support the truth about the state of affairs during that time. The story relies on the written records of Captain John Smith. He was present at the time as well as other written past records to reveal issues of the historical moment. However, this process of obtaining evidence looks over vital aspects of history that could have produced another interpretation of the historical moment. For instance, the historian did not depend on the hardworking nature of the Virginians in interpret ing Captain Smith’s account. Smith’s account focuses on firsthand information rather than a critical analysis of all systems in the society (Davidson, James and Mark 45). Therefore, this approach does not reveal critical details of Virginia but rather the ones that one can see clearly with the naked eyes. Other members of the society who had passed through various political and historical exposures were the best sources of evidence rather than using Captain Smith. These Virginians would have given the historian a wide source and range of information for making informed decisions about the historical moment. The diversity of the Virginians at the time questions the reliability of using firsthand information to make decisions about the history of Virginians. For instance, the Virginians established a new system of labor in the form of slavery, which is among the many aspects of history that are difficult to capture using the eyes (Davidson, James and Mark 75). The histor ian could have used research methods to dig out hidden information about the Virginians.     

Statement of the problem Essay Example for Free

Statement of the problem Essay As a prominent American historical figure, society’s opinion on John Brown is highly influenced by culture and value systems. However, it is a given that some of these values continuously fluctuate and some remain throughout time. With the changes in time and values from the time of John Brown’s active action and his death, how did public perception of him change? If so, what are the factors that affect these changes? Objectives This paper seeks to shed some light on how John Brown was viewed throughout history and time and what factors affected these perceptions of his character. An analysis of information regarding his portrayal in popular culture and a discussion on how these portrayals came about shall be included in this paper. Significance of the Study This study is geared towards looking at and analyzing John Brown’s life and seeing how society viewed him while he was alive and after his death. Since it has been established that there has been a conflicting public opinion regarding John Brown, this study will help shed some light on the reasons for this differing public opinion and analyze the factors that contribute to these differences. Using John Brown as a base, sociological dynamics can be more fully understood. Scope and Limitations This study shall only be using online articles, journals and some books as its reference. Data shall be gathered from these materials and a suitable data analysis by the author shall be the basis of the conclusions made in this paper. REVIEW OF RELATED LITERATURE A. Abolitionism and Slavery in the United States The Roots of Slavery Slavery in the United States involved the selling, purchase, ownership of African or even Native American slaves. It first began when the English built their community in Virginia in 1607 and ended up being widely-accepted tradition until 1865. Many of the slaves were gathered from pagan countries and this was written into law by 1705. In Columbia, a slave is defined in law as a human being who is â€Å"deprived of his or her liberty for life and is the property of another. † It was legal to own and keep slaves for as long as they were still alive from 1654 to 1865. By 1860, ownership of slaves has become so widespread that a fourth of the population during that time are comprised of slaves. Disease, famine and damages caused by the war against Native Americans have kept available labor down, and this made importation of slaves more palatable for many business men. The slaves were treated as capital for labor intensive commerce such as the cash crop industry of tobacco. They were considered as the life line of the south’s agricultural industry. A large proportion of the slaves were owned by farmers from the south, as a single farmer there owned an average of 20 slaves. Labor intensive commerce was mostly found in the south as these regions grew tobacco, cotton and sugar as primary exports. Many of the slaves were found in these farms, and here they contributed much to the economic welfare of the country. Racial basis of slavery were not only applied to Africans and Native Americans, but also to some members of the Caucasian race. Some Europeans were also utilized as slaves under a contract to pay debts. These white slaves were only held for a limited amount of time and not fully owned like African slaves.

Importance Of Salesmanship In Carrying Out Duties

Importance Of Salesmanship In Carrying Out Duties Front desk job of any hotel is very important from hotel sales point of view. Marketing and sales department is called revenue generator. Front desk job is part of the marketing department so its directly linked with revenue generation activities of a hotel. An employee working as front desk employee is having direct interaction with the guests. So it becomes very important for that employee to have all the chief characteristics of a good salesperson. A good sales person can convert first time guest in to repeat business guest by make him or happy and achieve customer satisfaction. This is the hospitality and customer demand only that can be kept in mind while handling customers at front desk that will bring customer satisfaction. Desired hospitality and less cumbersome process of check in and checkout will bring customer satisfaction. Working as a Front office manager or staff, first of all he or she should consider the available resources of the hotel concerned which need to be focused to the materialization of the business. Good salesmanship is all about selling own product with acceptance of the customers. Whatever product one have a good salesperson will sale that product and make feel to the customers that this is the right product he was looking for. This is simply quality of a sales person that he or she will find out the budget of a customer while conversation and offer the product that give within the budget feel to the customer. While conversation it is the quality of a salesperson to explain the facilities of the product to the customer that will again give feel of the right product customer was looking for. Abbey J.R (1998) Customer relationship management is new concept in the field of any business. So it is the quality of a good salesmanship that helps in effective implementation and management of customer relationship in the hotel organization. In this competitive world getting new business is big challenge so hotel organization believes in repeated business from the same clientele. With the help of knowledge and smartness in work of a salesperson management of customer relationship is possible. These days it is being managed by ecommerce so knowledge of ecommerce to the front desk employee can be added quality of a good salesmanship and it will bring the business from existing clientele. If an organization utilizes the available resources properly, Implementation of yield management will makes major changes in the hotel. It will bring maximum market shares of the city concerned. Guest generally always looks for the comfortable stay and the luxury facilities for their money. It is the quality that always speaks better than any other advertisement. So if front desk employee gives proper feedback to the hotel, hotel can maintains the quality towards the tariff and the interiors which will bring the maximum revenue within a short period. So it is the benefits of the good salesmanship. So as conclusion author would like to say that good salesmanship is very important while performing duty of front office department of hotel industry because it helps hotel not only to get good business but maintaining relationship with customers and feedback to the hotel for up gradation of its quality of product and services as well. Q.1 (2) Explain, with examples what selling techniques you might use when checking in a guest. Overall selling technique is depends upon salesmanship and kind of guest but in general a front dest person has to apply his or her selling skill keeping in mind normal procedure of checkin.Selling techniques for checking guest is nothing but quality of a good salesperson. A salesperson should be very friendly and caring to the guest so that customer will be satisfied. Sales person should use up sell technique first while explaining price of the available rooms, followed by prestigious pricing and cut rate pricing. Along with these salesperson should explain how brilliant the facilities are within the room to justify the price of the room. There may be a case that same room can be sold at different price. It is the duty of a good salesperson to find out the level of desire of the customer for the product he or she is asking for and charge price accordingly. During heavy demand of the accommodation it is totally depends upon front desk employee-salesperson to maximize the yield of accommodation by selling the same product at different prices as per the customer profile and need. Being a good salesman a front office employee can suggest various pricing techniques-top down pricing, prestigious pricing, cut rate pricing etc, to the hotel to maximize its yield. So it is the quality of a salesperson to identify and recognize the level of demand and ability of a customer to pay for the same accommodation and fixed the price accordingly. Abbey J.R (1998) For example if there is arrival of guest first of all front desk person should handle the guest with friendly approach, asking for the kind of room looking for then explain the kind of room available with its pricing. First of all salesperson should try to sell the room at higher price then depending upon the negotiation skill of the salesperson and budget of the customer price can be prestigious or if required and supported by the market sentiment it can be cut rate price be fixed. After this negotiation skill guest should be registered and room should be assigned promptly. As per the situation if needed guest will be assisted in completing registration process. Then there will be verification of method of payment to be made by the guest-whether cheque, cash, card or payment by company etc.will is known by conversation and then there will be escort to the guest till the room. Q.2. Discuss the type of check in system that you would expect to see at the turner Hotel. Hotel Turner is a big chain of Hotel with 297 rooms hotel located in Central London. It is part of a well reputed group of hotels with 12 hotels running successfully in London and other major European cities. 42% of its clientele is corporate. Only 8% and 14% amount to walk-ins and leisure guests respectively. For this type of hotel, front office system should enable reception staff to maintain track of all bookings, state of rooms, guest details and charges. It should be efficient in coordinating restaurant reservations for guests, plan housekeeping duties and process guest check-in and check-out as per the market segmentation. Hotel Turner would also require a system that should provide a means to communicate effectively with all travel agents and activity operators linked to the online reservation system. Hospitality management systems are the applications/ modules that smoothens a hospitality business. From the room service system in a restaurant, to online reservation and an easy and fast check in procedure, it enables efficient communication and management of operation, eventually growing business and revenue. (www.wikianswers.com) Features that Hotel Turner should look out for includes: Reports for arrivals departures on a specific date. Guest ledger and reservation details, including activities and special requests. Room rates, discounts, package deals, group bookings, etc. Visual schematic of hotel rooms and status. Visual schematic of calendar with room availability. Facility for printing check-in cards for guests. Flexibility in re-assigning guests to different room. Facility to easily add charges to rooms from restaurants, spa, gift shop, etc. Incorporate all payment options upon check-out and print receipt. Print work roster for staff Facilities for storing guest history Communicate efficiently with reservation and travel agents Hotel Turner should have a system that can be efficiently used for online reservation system. This type of software package is essential as per the hotels cancellation and Guarantee policy. It will help in increasing direct online bookings instantly. Prospective guests can view hotel rooms (size, choice of beds), availability and prices, plus services and facilities offered. The systems should have instant confirmation of credit card payments or other secure online payment method. After payment of deposit and confirmation by email, guests should be able to login to view or change their reservation details. Cancellation policies should be stated, airport transport options mentioned. How would the check in procedures differ when dealing with? ( a) A guest with a reservation Usually guest check in procedure for reserved guest and chance guest is same except for slight variations. Check in procedures for a guest with a reservation will be as follows: Receive the guest with a smile, and greet according to the time. Check if he/she is holding reservation Get the guest registration card and fill it up with all the necessary and required details of the guest. Fill up the key and the welcome card If the guest is a foreigner, get the C form and fill it up. Allot the accommodation Fill the arrival register Make information slips and send them to telephones, room service and housekeeping Open guest folio In case of VIP, CIP etc inform all the departments Lastly inform the bellboys to carry the luggage and escort the guest to the room and wish a comfortable stay in the hotel. Typically pre registered guests or guest with reservation only need to verify information collected by reservations agents during the reservations process. They only need to verify information already entered onto a registration card and provide a valid signature in the appropriate place on the registration card. On the other hand, chance guest or walk in guest needs to fill the pre-registration card at the time of check in. Pre registration also involves room and rate assignment and creation of guest folio apart from producing registration card. The registration process can be divided into six steps Pre registration activity Creating the registration record Assigning the room and the rate Establishing method of payment Issuing the room key Fulfilling the special requests (b) A chance guest In the case when guest is a chance guest the process of check in would almost be same except some cases. Like as guest is a chance guest so there will be no earlier reservation done for the guest so in this case first of all as process front desk person should check for availability of rooms and there will be efforts to create room for him or her. Rest of the process like fill up the key and allotting the accommodation escorting till the room will be similar. There may be a case that in case of a chance guest a front desk employee has to utilize his or her negotiation skill for the price of the room as per the level of need of the room by the guest. This is the skill of the employee to materialized the opportunities then and there. So overall the difference in check in procedures for a guest with a reservation and a chance guest is not much the only thing is role of a front desk person becomes very important because while negotiation and first interaction a materialization of an oppo rtunity depends. Q.4. Explain the necessity of overbooking and its legal implications in relation to Turner Hotel. The term overbooking is concerned with a situation which shows booking of the room have done excessively than the actual available room with the hotel. In general hotel does this because of reaching 100% occupancies. Hotel books over rooms than the available one with historic information and trend which includes unexpected cancellation. It is the synonyms of over commitment and oversold. No show has been a major cause of concern for the hotels worldwide. It amounts to major loss of revenue. However, no-shows and early departures still cost hotels money. The reservation guarantee through credit cards compensates hotels for one nights stay in the case of a no-show, but the hotel still needs to make up for a revenue loss if that no-show guest had a multiple-night reservation. (http://www.entrepreneur.com/tradejournals) Because of this panorama of no-shows and early departures, the hotel turner must unavoidably engage in some level of overbooking to help ensure that those potentially unsold rooms are filled. As we all know, however, hoteliers who overbook might have to walk guests after the hotel is full. (http://www.entrepreneur.com/tradejournals) Overbooking is another important element of the revenue management or yield management. Hotels overbook to redeem for customer cancellations and no-shows. For this reason, it is obligatory to forecast cancellations and no-shows. Insufficient overbooking results in unsold inventory; on the other hand excessive overbooking results in penalty cost which includes both the financial remuneration given to bumped customers and the prospective loss of future revenue due to customer dissatisfaction. The optimal level of overbooking is where the anticipated cost of overbooking for the next unit to be sold is equal to the expected marginal revenue from that unit. (International encyclopedia of hospitality management by Abraham Pizam) Most legal authorities agree that when overbooking results in walking a guest, a breach of contract occurs. Under certain circumstances, it may constitute fraud or misrepresentation as well. In addition, certain overbooking practices are likely to fall under the ambit of state consumer protection statutes prohibiting unfair and deceptive acts and practices. While the hotel industry attempts to portray overbooking as an economic necessity and legitimizes the process by attempts to provide guests with alternative accommodations, the hotels have failed to address the true effect and implicit costs association with the practice. Primarily because it is left to the individual state authoritys to regulate the industry. (http://legaldefinition.us) As far as Turner Hotel is concerned from the view point of overbooking, it is advisable not to go for overbooking because there will be breach of contract between hotel and its guests. But from the view point of business and maximizing revenue, it the only way to proceed little aggressively to achieve 100% occupancy. This is because after advance booking there is chances of cancellation of reservation as well, even if payment has been made in advance hotel organization has to bear loss for the foregone opportunities in case of booking not done. So keeping in mind these thing and profit maximization it can be done equal to the normal trend of cancellation. Hotel Turner must find a room for everyone who has a reservation and shows up on time to save themselves from any legal complications. Q.5 a) Explain the benefits to a hotel of accepting group bookings? Group booking is simply acceptance of bulk business. In group bookings both the parties-customers as well as hotel be benefitted. Customer got benefit of low rates of the rooms due to the bulk booking and on the other hand hotel gets bulk business at a time so even at a less room cost per person hotel welcome this kind of deal to get instant business and achieves its 100% occupancies. A group reservation is for a block of rooms in a hotel. The block of rooms can be for a convention, a meeting, a special event, a tour group (as in present case of hotel turner), or various other reasons. A group reservation can be as small as 5 rooms to thousand rooms depending on the size of the hotel. Usually every hotel has different norms and parameters for considering a booking as group booking, which generally depends on the number of rooms booked. By booking rooms in large quantities, the group receives a lower rate. Hotel is benefitted in this as they get business in bulk and their occupancy percentage increases giving them a competitive edge over their competitors. Group booking also makes the reservation process easy and hassle free for both; the guest as well as the front office associates. Usually when a group reservation is made a code is generated which is specific to that group and each reservation should include this code. To ensure that reservations get coded to the proper group and that correct rates are offered, the person taking the reservation should always inquire if the guest is part of that particular group. Bulk booking is beneficial to the hotel that is similar to any other business organization where organization gets benefits of bulk business. It is the deal that gives instant cash but per head cost becomes cheaper for the customer and organization both. But from organization point of view it is the instant cash that attracts bulk business and so to the hotel organizations. Other benefit of bulk booking is that there will be less chances of cancellation. In case of individual business if there is cancellation of the booking it is completely loss to the hotel organization because rooms are very highly perishable products. But chances of this kind of loss due to cancellation is very less because of concrete plan of the entire group. In group bookings even if one or two persons are not coming there will be almost no impact to the business because of the compact deal for the entire group-this may depends upon case to case, but bulk booking definitely good for the hotel organization. Q.5 b) what factors should the turner Hotel Front Office manager consider when deciding whether to accept the reservation request from Excelsior Tours? Group revenue management is evolving quickly. Revenue managers typically set guidelines for size and rate objectives based upon projected demand for higher valued transient demand. These criterions should be regularly reviewed and revised in hotel Turner. Even if a group request falls outside the preset parameters of the hotel, managers should still evaluate the request. (http://tutor2u.net/economics/revision-notes/a2-micro-price-discrimination.html) The basic objective of revenue management is to maximize yields. Acceptance of group bookings would be a great contribution towards achieving the basic objective of revenue management. So first of all Front office Manager of turner hotel should consider the objective of maximizing revenue of the hotel so keeping in mind this objective he or she should accept the offered group bookings. While deciding whether to accept the reservation request of 40 double occupancy rooms for 3 nights 4 days from Excelsior Tours, Hotel Turner should look into the room rate, which is currently GBP 300 on single occupancy. Among the major advances in Revenue Management technology is the incorporation of demand price- responsiveness for any property at any time period and for any market segment, including group. Other than the group being considered, front office manager must consider that this hotel might only have transient demand for these three days. Assuming that even if the forecasted demand shows that hotel can pick up 145 transient rooms each day at an average rate of GBP 320, which would give the 95% occupancy. Considering these assumed factors we can plot a line that shows incremental contribution at any given price point. From this hypothetical analysis, one can see that there will be break even ( no profit no loss situation) with the group at a GBP 230 rate, and that one could generate an incremental contribution. This approach says all about the factors of accepting a group at a requested rate. Some of the information is required to decide whether group booking should be accepted or not? This information is present occupancy level of the hotel. This information would have very helpful in deciding the acceptance of the deal.

Impact of Employee Motivation Strategies on Customer Service

Impact of Employee Motivation Strategies on Customer Service Creating and maintaining a well-motivated work force is challenging task of a company. The confidence and motivation of work force are being constantly worn down by the inevitable rejection they suffer from buyers as part of everyday activities. To some extent, a high level of employee motivation is derived from effective management practices. To develop motivated employees, a manager must treat people as individuals, empower workers, provide an effective reward system, redesign jobs, and create a flexible workplace. Empowerment occurs when individuals in an organization are given autonomy, authority, trust, and encouragement to accomplish a task. Empowerment is designed to unshackle the worker and to make a job the workers responsibility. In an attempt to empower and to change some of the old bureaucratic ideas, managers are promoting corporate entrepreneurships. Entrepreneurship encourages employees to pursue new ideas and gives them the authority to promote those ideas. Obviously, entrepreneurship is not for the timid, because old structures and processes are turned upside down. Managers often use rewards to reinforce employee behavior that they want to continue. A reward is a work outcome of positive value to the individual. Organizations are rich in rewards for people whose performance accomplishments help meet organizational objectives. People receive rewards in one of the following two ways: Extrinsic rewards are externally administered. They are valued outcomes given to someone by another person, typically a supervisor or higher level manager. Common workplace examples are pay bonuses, promotions, time off, special assignments, office fixtures, awards, verbal praise, and so on. In all cases, the motivational stimulus of extrinsic rewards originates outside the individual. Intrinsic rewards are self-administered. Think of the natural high a person may experience after completing a job. That person feels good because she has a feeling of competency, personal development, and self-control over her work. In contrast to extrinsic rewards, the motivational stimulus of intrinsic rewards is internal and doesnt depend on the actions of other people. When people think of honoring employees for jobs well done, they may typically think of monetary rewards. However, these may be neither necessary nor the best type of reward. By contrast, frequent, positive feedback provided within a n enjoyable, team-oriented environment makes a tremendous difference in employees sense of being valued and, as a result, their commitment to your company. With or without financial rewards, these cultural aspects of the workplace could be the smartest investment in the staff and business. 2.0 Problem Statement McDonalds want to improve service quality and productivity in company; the single most effective thing is improve employee morale and motivation. Fortunately there are many ways to do this from the familiar recognition and reward programs to motivating with good management, teams, training, and more. And the really good news is that most of these programs dont cost a lot of money. Motivating customer service employees provides details on the full range of approaches use to improve frontline motivation. It is important to understand exactly how these motivational approaches have been put into action in to improve customer service and provide better customer care with customer satisfaction in McDonalds. It is important to hire the right people after all, you can never motivate the wrong people, create powerful recognition and incentive programs, that fully engage and motivate employees and make the frontline job more interesting, challenging, and rewarding through empowerment, teams, good management, training, and more. 3.0 Research Objectives To identify current employee motivation strategies in McDonalds To identify effective motivates factors of employees in McDonalds To understand the customer feel about the employees of McDonalds To introduce proper employee motivation strategies to improve customer service and employees performance in McDonald 4.0 Research Questionnaires What are the current employees motivation strategies in McDonald? What are the best effective employee motivation factors for McDonald? How is the customer view about the employee of McDonald? What are the most suitable employee motivation strategies to improve customer service and employees performance in McDonald? Chapter -02 5.0 Literature Review Literature Review of Employee Motivation and Customer Service Many people go to work every day and go through the same, unenthusiastic actions to perform their jobs. These individuals often refer to this condition as burnout. But smart managers can do something to improve this condition before an employee becomes bored and loses motivation. The concept of job redesign, which requires knowledge of and concern for the human qualities people bring with them to the organization, applies motivational theories to the structure of work for improving productivity and satisfaction 5.1 Employee Motivation When redesigning jobs, managers look at both job scope and job depth. Redesign attempts may include the following: Job enlargement, often referred to as horizontal job loading, job enlargement increases the variety of tasks a job includes. Although it doesnt increase the quality or the challenge of those tasks, job enlargement may reduce some of the monotony, and as an employees boredom decreases, his or her work quality generally increases. Job rotation, this practice assigns people to different jobs or tasks to different people on a temporary basis. The idea is to add variety and to expose people to the dependence that one job has on other jobs. Job rotation can encourage higher levels of contributions and renew interest and enthusiasm. The organization benefits from a cross-trained workforce. Job enrichment, this called vertical job loading, this application includes not only an increased variety of tasks, but also provides an employee with more responsibility and authority. If the skills required to do the job are skills that match the jobholders abilities, job enrichment may improve morale and performance. Todays employees value personal time. Because of family needs, a traditional nine-to-five workday may not work for many people. Therefore, flextime, which permits employees to set and control their own work hours, is one way that organizations are accommodating their employees needs. Here are some other options organizations are trying as well: A compressed workweek is a form of flextime that allows a full-time job to be completed in less than the standard 40-hour, five-day workweek. Its most common form is the 4/40 schedule, which gives employees three days off each week. This schedule benefits the individual through more leisure time and lower commuting costs. The organization should benefit through lower absenteeism and improved performance. Of course, the danger in this type of scheduling is the possibility of increased fatigue. Job sharing or twinning occurs when one full-time job is split between two or more persons. Job sharing often involves each person working one-half day, but it can also be done on weekly or monthly sharing arrangements. When jobs can be split and shared, organizations can benefit by employing talented people who would otherwise be unable to work full-time. The qualified employee who is also a parent may not want to be in the office for a full day but may be willing to work a half-day. Although adjustment problems sometimes occur, the arrangement can be good for all concerned. Telecommuting, sometimes called flexi place, is a work arrangement that allows at least a portion of scheduled work hours to be completed outside of the office, with work-at-home as one of the options. Telecommuting frees the jobholder from needing to work fixed hours, wearing special work attire, enduring the normal constraints of commuting, and having direct contact with supervisors. Home workers often demonstrate increased productivity, report fewer distractions, enjoy the freedom to be their own boss, and appreciate the benefit of having more time for them. Of course, when there are positives, there are also negatives. Many home workers feel that they work too much and are isolated from their family and friends. In addition to the feelings of isolation, many employees feel that the lack of visibility at the office may result in the loss of promotions. 5.2 Employee Motivation Strategies 1. External Motivation There are two kinds of external motivation: a) Fear You had better get this right, or you will lose money, job, respect, relationship, status, etc. b) Incentives If you do this right, you will gain money, recognition, status, promotion, lifestyle, etc. The impact of external motivation is temporary. When the threat or incentive is removed, motivation is lost. 2. Internal Motivation Most employees have been exposed to the idea If it is to be, its up to me. And they have all been advised to set goals. Many employees set worthwhile goals, BUT their suboptimal thinking prevents them from taking the best actions to achieve the best outcomes. They compromise their own best interests, because they havent been educated in the art and science of consistent Optimal Thinking. As an Optimal Thinking leader, you assess and best resolve demotivating company rules, policies and behaviors (e.g. unproductive meetings, destructive criticism, and unclear expectations about employee performance). By minimizing demotivates and optimizing no-cost employee motivation strategies (e.g. maximizing job ownership, setting supremely motivational realistic challenges and goals, providing fair treatment and appropriate recognition, measuring performance progress, optimizing collaboration and teamwork) and educating your employees in the consistent art of Optimal Thinking, you will provide the most conducive environment to optimize employee motivation and productivity. 5.3 Motivation Theories Motivation has been researched by psychologists and others for many years. A number of theories have evolved which are pertinent to the motivation of employees. The basis of Maslows motivation theory is that human beings are motivated by unsatisfied needs, and that certain lower factors need to be satisfied before higher needs can be satisfied. According to Maslow, there are general types of needs (physiological, survival, safety, love, and esteem) that must be satisfied before a can act unselfishly. He called these needs deficiency needs. As long as we are motivated to satisfy these cravings, we are moving towards growth, toward self-actualization. Satisfying needs is healthy, while preventing gratification makes us sick or act evilly. The two-factor theory (also known as Herzbergs motivation-hygiene theory) states that there are certain factors in the workplace that cause job satisfaction, while a separate set of factors cause dissatisfaction. It was developed by Frederick Herzberg, a psychologist, who theorized that job satisfaction and job dissatisfaction act independently of each other. Expectancy Theory proposes that a person will decide to behave or act in a certain way because they are motivated to select a specific behavior over other behaviors due to what they expect the result of that selected behavior will be. In essence, the motivation of the behavior selection is determined by the desirability of the outcome. However, at the core of the theory is the cognitive process of how an individual processes the different motivational elements. This is done before making the ultimate choice. The outcome is not the sole determining factor in making the decision of how to behave. 5.4 Importance of Customer Services Good customer service is the lifeblood of any business. It can offer promotions and slash prices to bring in as many new customers as company want, but unless company can get some of those customers to come back, business wont be profitable for long. Good customer service is all about bringing customers back. And about sending them away happy happy enough to pass positive feedback about business along to others, who may then try the product or service offer for themselves and in their turn, become repeat customers Good salesperson can be used to sell anything to anyone once. But it will be your approach to customer service that determines whether or not ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers a relationship that that individual customer feels that he would like to pursue. Answer your phone. Get call forwarding or an answering service. Hire the staff if business need to. But make sure that someone is picking up the phone when someone calls your business. Dont make promises unless you will keep them. Not plan to keep them, will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. It is important think before you give any promise because nothing annoys customers more than a broken one. Listen to your customers. Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasnt been paying attention and needs to have it explained again? From a customers point of view, I doubt it. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem. Deal with complaints. No one likes hearing complaints, and many of us have developed a reflex shrug, saying, You cant please all the people all the time. Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time and position your business to reap the benefits of good customer service. Be helpful even if theres no immediate profit in it. The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band and charged me nothing! Where do you think Ill go when I need a new watch band or even a new watch? And how many people do you think Ive told this story to? Train your staff (if you have any) to be always helpful, courteous, and knowledgeable. Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isnt) regularly. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, I dont know, but so-and-so will be back at Take the extra step For instance, if someone walks into your store and asks you to help them find something, dont just say, Its in Aisle 3. Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people. viii) Throw in something extra. Whether its a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And dont think that a gesture has to be large to be effective. The local art framer that we use attaches a package of picture hangers to every picture he frames. A small thing, but so appreciated. Chapter -03 6.0 Methodology Staff surveys are usually very helpful in establishing whether staff in your company is motivated and therefore performing to best effect. Aside from the information that questionnaires reveal, the process of involving and consulting with staff is hugely beneficial and motivational in its own right, Whilst survey will be unique to McDonalds and staff issues, industry and culture, some useful generic guidelines apply to most situations and own questionnaires on employee motivation. 6.1 Sampling Frame Research is mainly focused on primary data. Random sampling method is used for the primary data collection. Two questionnaire surveys are conducted for the research study. It is randomly selected 10 McDonalds in all over the country. Then it is selected 100 employees from all over the McDonalds in country. It is randomly selected 100 customers from selected ten McDonalds in all over the country. 6.2 Data Collection Mainly research is focused on primary data and secondary data also collected from books, journals and informal discussions. Two questionnaires are prepared to collect all the information required for the objectives. One questionnaire is prepared for the McDonalds employee and other questionnaire prepared for the McDonalds customers. Then the prepared questionnaire is pre tested with five employee and five consumers to make sure that questionnaires are appropriate to get required information. Then questionnaire survey is conducted randomly selected 100 employees and customers. Questionnaires are completed when interviewing the employee and customers. Chapter -04 7.0 Data Analysis 7.1 Employee Survey According to the results of the questionnaire survey, out of the sample that were subjected to the survey 75% of chefs and managers said that they were satisfied with the level of flexibility of working hours. However only 61% of the cashiers were satisfied, and it should be noted that out of the cashiers that were interviewed 53% are female workers. The female workers may find it difficult to match their requirement with the available working shifts. Even though the management had emphasized that the performance related rewarding strategies were in place, the questionnaire analysis shows some contradicting results. Only 37% of chefs, 46% cashiers are satisfied with their salary. But 100% of the managers are satisfied with their salary. Also approximately 37% of chefs and cashiers are satisfied with the benefits, while 75% of the managers are satisfied with their benefits. Further 25% and 38% of chefs and cashiers are satisfied with the frequency and amount of bonuses respectively. However 50% of the managers are satisfied with the bonuses. But 62% chefs, 53% cashiers and 100% of the managers are satisfied with the rewarding scheme. Nevertheless this analysis indicates a more focus and biasness towards the management in terms of rewards and the requirements of the team members are not sufficiently addressed. However based on the questionnaire analysis, on average 50% of the employees are satisfied with the career advancement opportunities available to them. So the reason for this lower satisfaction level should be investigated. The results of the questionnaire survey shows that around 76% of the operational level employees (cashiers, chefs, etc) are below 4 years in service. So this can be a symptom of employee turnover or they may have been promoted to higher grades. So it is identified that the job security for the KFC team members are high, a large number of employment opportunities are available within their group of companies and their career path is clear. According to the questionnaire results 75% of chefs and 100% of managers are satisfied with their job security. However the cashiers show a lower satisfaction rate of 53% of job satisfaction. Even though the management believes in a supportive corporate culture to enhance employee motivation, the effectiveness of the implementation of the strategies is questionable. This because the results of the questionnaire results revealed that only 50% of the chefs and only 46% of cashiers are satisfied with the existing corporate culture even though there is 100% satisfaction of the management. 7.2 Customer Survey 100 customers were interviewed in this survey, according to their view 69% customers satisfied with customer service delivering in McDonald, 26% customers dissatisfied and 5% customers were neutral in that question. Product quality and price view of customers were good 78% of customers satisfied with product quality and 82% customers satisfied with product price. According to customer view, researcher can summarized their view as above Chapter -05 8.0 Conclusions Recommendations 8.1 Conclusions It can be concluded that the rewarding strategy which is in place at the moment is somewhat ineffective. One of the major issue with the current system is it is more bias towards the management but does not take into account the requirements of the team members. This fact is proven by the results of the questionnaire analysis. For instance only 37% and 46%% of chefs and cashiers are satisfied with their salary, respectively. However 100%% of the managers are satisfied of their salary. On the other hand 37% and 38% of chefs and cashiers are satisfied with their benefits respectively, while 75% of the managers are satisfied. It can be concluded that, in general KFC has taken actions tom promote their team members to higher positions in anticipation of motivation. When considering the results of the questionnaire only 0% of chefs and 15% of cashiers have service records of more than 7 years. So the chefs and cashiers may be promoted as managers in course of time. This fact is further supported by the fact that no managers were found to have less than 4 years of experience at Mcdonald. So managers must be promoted from the operational level to their current position. 8.2 Recommendations It is recommended to revise the existing rewarding scheme appropriately to accommodate the requirements of the team members in terms of amount of economic benefits ensuring a win-win situation for both the employees and the employer. It is recommended to attend to the issue of high work load of female cashiers, and to the issue of lack of new technology in McDonald. It is emphasized that by bringing in new technology to reduce work load. It is recommended to design a new shift of working, different to the general shifts that are currently available in order to accommodate the requirements of the female employees. It is recommended to provide convenient physical working environment for female workers. It is recommended to assess the training needs of chefs regularly because of the technical nature of the job and because of a chefs ability to deliver superior customer satisfaction. Proper training program should be organized and conducted continuously to enhance the knowledge and the skill base of the chefs.

Rock n Roll :: essays research papers

Rock n Roll has never just been music. Heavy metal, Rhythm & Blues, Art Rock, New Wave, and the rest may be primary styles or genres but as sub-categories of rock, or rockin roll they do not cumulatively add up to the whole. Rock n’ Roll is a movement, a lifestyle, in many ways a belief system and all that Rock n Roll is today it owes to history: two years, no more than three when the fabric of American popular culture was torn apart and rewoven, and a new era explosively began. Rock n Roll started with slavery. To understand we must understand what slavery was and where it left the sons and daughters of African who knew nothing of European rods of American culture. Every society has its indigenous music, which serves as entertainment, story teller, and accompaniment to Ritual and Ceremony. It is not nearly sufficient to identify black musical heritage from slave work songs through Rag Time, Blues, Jazz, Gospel, R&B, and the like, and simple extrapolate the line further to encompass Rock n Roll. Rock n Roll starts from these foundations, but adds more, and what it principally add is white America, both in music and in the audience. White America slowly discovered endearing, inspiring, musical heritage that had become central to African Americans lives, and establishing a tradition that is protected this day, began to imitate and adapt black music. Thus this hub rid forms arrived at one time or another, Rock n Roll has incorporated Country and Western, Swing, Classical, Big Band, Folk, and even Tin Pan Alley musical elements, just as it has incorporated Blues, R&B. It would be wrong, therefore, to claim that Rock n Roll is an inherently â€Å"black† music, although clearly without the presence of although clearly without the presence of African

Indra Noori Essay --

Indra Noori is an exceptional sales-driven and business mined woman who has moved up the ranks in management within PepsiCo. Prior to working to PepsiCo, Noori has a top executive management experience working for Motorola from 1986 to 2000 and Asea Brown Boveri in 1994 (Pepsico, 2014). Moreover, through her leadership, she has helped companies generate over 10 billion dollars in sales which has opened the doors for her to work in top executive management positions (Pepsico, 2014). In India, Noori began her career as a Product Manager holding positions in Johnson & Johnson and at Mettur Berdsell (Pepsico, 2014). Indra Noori is an example of a great leader of which through her leadership, she has successfully help companies she previously worked for generate millions of dollars in revenue and help with restructuring firms. Indra has an exceptional business educational background of which she has earned her Bachelors of Science, MBA, and Masters of Public Administration degr ees (Pepsico, 2014). Indra Noori has been highly well known from many companies all over the world. In an article named â€Å"Leadership Lessons from PepsiCo CEO, Indra Noori, she stated 5 valuable leadership strategies. The five valuable leadership strategies that have inspired Indra Noori to become a great leader are 1. Balance the short term with long term, 2. Develop a deep understanding of public/private partnerships, 3. Think global, act global, 4. Keep an open mind to adapt to changes, and 5. Lead with your head and your heart (Snyder, 2013). These 5 concepts have helped Indra become a great successful leader and she has shared this mantra with many leaders speaking at various leadership conferences (Snyder, 2013). Balancing the short t... ... Works Cited Pepsico. (2014). Retrieved January 11, 2014, from Our leadership: http://www.pepsico.com/Company/Leadership Burnison , G. (2011, April 29). Fastcompany.com. Retrieved January 11, 2014, from Leadership: How pepsi's Indra Nooyi learned to be a CEO : http://www.fastcompany.com/1750645/how-pepsis-indra-nooyi-learned-be-ceo Collins, J. (2001). Good to great . New York : Harper Business. Gaille, B. (2013, October 20). BrandonGaille.com. Retrieved January 11, 2014, from Pepsico CEO Indra Nooyi’s Leadership Style and Management Traits: http://brandongaille.com/pepsico-ceo-indra-nooyis-leadership-style-and-management-traits/ Snyder, S. (2013, May 7). Snyder leadership group . Retrieved January 11, 2014, from Leadership Lessons from PepsiCo CEO, Indra Nooyi: http://www.snyderleadership.com/2013/05/07/leadership-lessons-from-pepsico-ceo-indra-nooyi/

Anti-hero on Clockwork Orange and the film Unforgiven

The Idea of an antithesis to an anti-hero began its first appear in literature as early as in the Greek novel Don Quixote, but the bloom of a modern time anti-hero can be traced back to the period of Romanticism. Through the view of an anti-hero, we are ultimately challenged to look at ourselves and our contemporary world and recognize the complexity of human condition.In Clockwork Orange and Unforgiving, the dichotomies relationship between two protagonists Alex and Will Mummy has demonstrated our deeper understanding of the notion of an anti-hero. Alex represents the common men chained by society and their own insignificance and shaped by his world. In abstract, he is Just a representation of his world; the â€Å"†¦ Slot machines†¦ † At the train station symbolizes the corruption of contemporary morals and that Alex is Just another reflection of this world. Similarly, the subverted motif of milk in the text exposes a dual Image of Innocence and transgression.Far fr om being symbols of purity and nurture, â€Å"Innocent milk† which Alex drinks portrays the child-Like act contaminated as an instrument to heighten their inclination for â€Å"ultra violence†, furthering the idea hat Alex is a product of his environment. In other words, Alex is the inevitable socially and environmentally influenced personality of our nature and our world. Also, Alex shows common traits of anti-hero, the absolute lack of masculinity and heroism through his acts of violence and impotency.His vandalism In the train â€Å"†¦ To pass the three minute ride†¦ † Suggests that violence Is a source of entertainment and amusement In the matters of something as simple and common as time. Even though his brutality and ignorance are immature and despicable, it is also that sense of free rein to his violent impulses which makes him human. When violence is used against him and makes him â€Å"good†, it implies that that goodness is inauthentic and only driven by deterministic mechanism.Therefore, Alex illustrates that true goodness comes from within and evil is necessary in being a complete human being. On the other hand, Will Mummy depicts a starkly opposite anti-heroic qualities to Alex but an anti-hero that Is far Innately human condition. The literal metaphor of Will Mummy rolling in mud emphasizes everything he sacrificed to become a decent paternal figure. Likewise, he recognizes and accepts his past morally baseless man that killed †¦ Everything that walks or crawls at one time or another. † , and thus indicating he is debased of any pretension.The close shot of Will rejecting a â€Å"free one† represents his self-actualization which pervades the film until Will divorces his quest. Throughout the film, his Incessant allusion to his wife as the reason for his arc of change highlights that we as humans are complex, more confusing and more relating by our nature. Moreover, the old western setting in unforgiving effectively lends itself to the anti-hero. In such harsh and desolate environment, Will's financial hardship leads IM to be morally ambiguous to survive and allows him to commit villainous acts for good reason.In addition, the sense of lawlessness In the Old West empowers the significant role of the sheriff as the absolute personification of law. Similar to Will ruthless enforcements. Not only that, Little Bill's dramatic foil highlights the utilization of violence in Will's morally ambiguous quest. Through Will, we can identify the scarred humanity innately progressing through the world. In the comparison of Alex and Will Mummy, amalgamation of good and evil, use of violence and ironic moral ambiguity could be understood as a full-value representative of an anti-hero.It is clear that in spite of differences in background and social frailties, both protagonists employ violence in defense of individuality or to survive. The dark side of Will's nature resurfaces at the en d revealing his failure to remain a noble man, and Alex is deprived of the possibility to choose which signifies free will and existence of the self. Moreover, the visual depiction of Will and Ale's anti-heroism motivates us to reflect more on our self-actualization and positions us to hate and feel moral ambiguity bout the character and towards the character.They are portrayed to have flaws but held fast to their true nature, and thus show the real human nature. To conclude, the two dichotomous characters are Juxtaposed and combined to represent two anti- heroes that we can realistically and sympathetically relate to in spite of their undesirable true nature, furthering that they are necessary and fundamental part of human nature. Therefore, the realistic traits of an anti-hero exemplify the complex human nature and ultimately connect us to their lack of conventional greatness and our own world and humanity.