In A Theory of Justice, John Rawls Essay Example | Topics and Well Written Essays - 1500 words

In A Theory of Justice, John Rawls - Essay Example ..no one knows his place in society, his class position or social status; nor does he know his fortune in the distribution of natural assets and abilities, his intelligence and strength, and the like† (Rawls, p. 118). The individual is then tasked with designing a society with this understanding in mind. As a means of carrying out Rawl’s veil of ignorance, this essay proposes what sorts of principles I would propose for this new society. Additionally, the essay considers what guarantees people would have, and what values would be most important to create and preserve. After considering the veil of ignorance one of the overarching considerations of this new society is the need to ensure that it offers fair opportunities to all citizens. As a means of achieving this society there necessarily must be a radical reimagining of the way that the country is structured. Currently society is organized a capitalist democratic model. In this way the primary means of achieving income are through capitalizing on one’s strengths to as great a degree as possible. The pervading logic in this approach to life is that individuals who work the hardest will correspondingly be given the most opportunities and success. There is the further belief that innovation and entrepreneurship will not occur unless people are given a direct financial incentive. While from a theoretical perspective this view of the world may be accurate, in practice there is a great amount of complication. What often occurs is that specific groups of people gain power and are able to oppress other groups of people. In this way survival of the fittest partially takes over, wherein the strong dominate the weak. Additionally, people become oppressed along racial and ethnic lines. In this way many of the brightest and most talented individuals in society are not granted the equal opportunities. Even as society is democratic in nature, the pervading structures are such that these processes are cyc lical, with individuals in power contributing to the oppressive mechanisms. Following the understanding of society as greatly contributing to the oppression of certain groups of people significant changes will be implemented. One of the first changes is that the past notion that all individuals work for the simple accumulation of wealth will be disregarded. Numerous studies have indicated that once an individual makes over $75,000 a year their relative happiness level does not increase. Still, a significant amount of people in society make considerably more than this amount, while millions of others struggle to achieve a living income. The obvious solution is to institute wealth distribution systems, where the wealthiest Americans necessarily distribute their wealth to those making the least amount of money. While such processes are in place to a small extent, the large-scale implementation of these processes have not occurred as there is the general belief that individuals would no t work as hard if they did not receive direct compensation for their actions. Although there is an extent of truth to these claims, ultimately it appears that they do not fully take into account the motivations of human behavior. One considers that individuals such as Warren Buffet have made extensive amounts of money and ultimately given it away to charity. The current Presidential candidate Mitt Romney,

Swansea Dockland Heritage Society System Specification Coursework

Swansea Dockland Heritage Society System Specification - Coursework Example Lastly it can take advantage of the available internet technology that is constantly evolving. This system has basically automated the manual system and this is a complete change over for the organization. Automating registration and member activity has ensure that the system benefits the museum. The system stands to benefit the organization in two major ways. First, it broadens the scope of the organization and at the same time acts as an effective marketing tool for the organization. This places the organization directly to benefit from the expanded market view and hence a rise in the member subscription. The number of users who will subscribe to the service will eventually buy the book and non book objects. Another intangible benefit is the service that the organization can offer to the increased member subscription. It can start promotions where users can buy coupons and also organize group visits to the

Customer Relationship Management in Volkswagen

Customer Relationship Management in Volkswagen A Critical Evaluation of Customer Relationship Management in the Volkswagen Group Introduction Regardless of what industry or business one would elect to select, the one key as well as critical component that is present as well as common to all is the ‘customer’. Peter Drucker (1954, p. 64) expressed the foregoing when he stated that â€Å"†¦ the purpose of a firm is to create and serve customers†¦Ã¢â‚¬  The preceding might seem all too obvious, yet it is a concept that repeatedly seems to become lost in terms of a company’s marketing focus. The resources spent in terms of advertising budgets to create consumer awareness, trial and to win them over represents the beginning rather than the objective of marketing. Initially, marketing might not seemingly represent a consideration with regard the management of a customer relationship at Volkswagen, until one views it in context. Referring back to Peter Drucker’s (1954) statement, the process starts at the very beginning, and this entails the marketing of the product, goods or service to the prospective customer. This is in terms of whether the customer is presently with the company or not as competing brands are consistently on the hunt for customers outside of their existing base and this represents those that are presently within your company’s fold. Thus, the examination of the management of a customer relationship in the context of Volkswagen shall look at the entire environment in which the preceding occurs, and refer to an example within this genre. The process shall endeavor to critically evaluate the example from an historical context and then make recommendations as to how that process might have been improved or enhanced utilizing the contemporary understandings of customer relationship management practice and theory. In order to understand the process of managing a customer relationship, it is imperative that one has a grasp of the environment in which that context lives. Marketing is defined as a process which entails the â€Å"†¦ planning and executing the conception, pricing, promotion and distribution†¦Ã¢â‚¬  (Marketing on the Internet, 2006) of products, goods and or services, and via which a company seeks â€Å"†¦ events to create and maintain relationships that †¦ satisfy individual and organizational objectives† (Marketing on the Internet, 2006). The preceding provides an understanding of the broader conceptual ramifications that entail the marketing process. (Morris et al (2001, P. 98) have upgraded this definition in consort with contemporary views and applications whereby the function has been defined and equated as a set of activities that create value. They indicate that today’s understanding and application of the marketing process is more complex as well as complicated, and state that â€Å" Organizations must make fundamental decisions regarding how to approach different market segments and individual customers† Morris et al (2001, P. 98). Their expanded definition goes on to add â€Å"The conventional wisdom is that the marketer is no longer interested in making a sale or achieving a transaction, but instead must focus on relationship marketing† Morris et al (2001, P. 98). Buttle’s (1996) overall view is that relationship marketing is yet to prove itself, but that vision was almost a decade ago. According to Professor Adrian Payne of Cranfield University, (2003) there has been research that has been conducted that indicates that just a five percent (5%) increase with regard to the retaining of customers represents a net profit yield in the range of twenty percent (20%) to one hundred and twenty-five percent (125%) (Payne, 2003). The foregoing is slightly more conservatively calculated by Reichheld et al (1990, Pp 105-111) who indicate that a five percent (5%) improvement with respect to customer retention yields a profitability increase of between twenty-five percent (25%) and eighty-five percent (85%), which they state depends upon the particular industry. The value of customer retention, and thus efforts directed at maintaining such, customer relationship management, has been equated by Buchanan et al (1990) who indicated that the foregoing results in an increase in profitability as a result of: The fact that the cost to acquire a customer occurs at the inception of the relationship, therefore the longer said relationship remains in force, the initial cost becomes amortized. The costs of maintaining the customer declines in terms of a percentage of total revenue. Research has indicated that the longer a relationship is maintained with a customer, the less inclined they become to switch. In addition to the foregoing, they also tend to become less sensitive to price. The foregoing translates into a more stable base of unit sales volume as well as an increase in terms of revenue sales volume. Longer-term customers are more likely to engage in word-of-mouth discussions regarding the product or company, thus potentially resulting in referrals. Longer term customers are also more likely to wind up making purchases of other products, services or goods offered, as well as trading up or purchasing higher profit products, goods or services. Longer-term customers, on average, tend to be more satisfied with the company and as a result are less inclined to switch to competing brands. The foregoing makes it increasingly difficult for competitors to make inroads in a company’s customer base the longer the relationship lasts. Longer-term customers are usually less expensive in terms of servicing as they are familiar with the processes within the company and thus require less indoctrination and or education. The benefits of a longer-term customer relationship results in easier job related tasks for employees and higher degrees of satisfaction in dealing with customers who have a long relationship with the firm. The foregoing view is also shared by Chye et al (20002, Pp 1-27) who state that Customer Relationship Management is the method via which to develop customer relationships. They define Customer Relationship Management as â€Å"†¦ the process of predicting customer behavior and selecting actions to influence that behavior to benefit the company†¦Ã¢â‚¬  Chye et al (20002, Pp. 18). They further state that the Internet has greatly increased the performance and enhancement aspects of Customer Relationship Management as it provides database information and is available as an additional avenue via which to provide further service to customers in an unobtrusive manner. The Internet also permits the customer relationship manager, and company, to maximize the performance of Customer Relationship Management tools and processes through more precise data collection and segmentation methodologies which results in being able to target customer needs, preferences and predict probabilities for a more proactive approach based upon the foregoing, rather than the traditional reactive mode. Through the preceding, the Customer Relationship Department as well as employees can strategize the appropriate courses of action to be in advance of customer needs, or have the appropriate solutions or responses prepared and waiting. The preceding also increases the relative performance of individual employees within the function thus making its overall effectiveness in terms of customer satisfaction enhanced, thus further aiding bottom line performance. Storbacka et al (2001, P 8) sum up the Customer Relationship Management practice in the following statement â€Å"The aim of CRM is to develop a common process, the idea being that when the relationship is developed, both sides win.† The relative similarities between competing products in the automotive industry provide a perfect example of the importance of effective and well-planned Customer Relationship process. With the right strategies in place an automotive company can create an effective differentiation with respect to competitors through providing extraordinary service. The preceding is made possible through new technologies, such as the Internet, whereby personalized service can be provided as well as anticipated as a result of the warehousing of customer information, prior contacts and original order data (Jackson, 2003, P 71). And with information technology as well as the Internet are providing new dimensions to the Customer Relationship Management practice, the importance of personal contact as well as personal service are and remain the critical components in achieving and maintaining customer satisfaction. â€Å"†¦ the increasing availability of modern technology †¦(makes)†¦it relatively easy to compete on product. What they find more difficult to do is compete on service†¦Ã¢â‚¬  states Freemantle (1992, P 15). He adds that â€Å"†¦ service not only depends on modern technology, but also the attitude of its people, and therefore the capability of its managers.† (Freemantle, 1992, P 15). The Value of Customer Relationship Management Drawing on a consultancy relationship that existed between the advertising agency for the Volkswagen company, the opportunity to see as well as be involved in the first hand observation as well as participation of the importance of Customer Relationship Management was provided as a result of research being conducted to gather the views and opinions of customers with regard to the service aspect of the company’s business. In so doing the task was assigned of managing a small base of customers who had just purchased vehicles in consort with the company’s policies at the time. The objective was to equate the reactions as well as attitudes of customers and their viewpoints along with positive and negative reactions to the company, its policies and the product. The period of time that the preceding was undertaken, which can be commented upon from an historical perspective, was when Volkswagen was experiencing problems in integrating a new model into its line up. The year tha t the preceding customer relationship consulting arrangement occurred was in 2000. The customer relationship example shall be referred to as Mr. Smith. He was a 52-year-old schoolteacher, married with two children who had graduated college. He lived in a modest one family home in the suburbs and represented the average VW customer profile. The 2000 Volkswagen Jetta was his first experience with any foreign vehicle, having previously owned Ford and General Motors products. Mr. Smith represented one of the portfolio of customers assigned as part of the afore indicated marketing analysis observation. Mr. Smith’s first contact came within the first month of his Volkswagen Jetta purchase as he called to schedule a service appointment to fix the air conditioning system that was not working. He also indicated that there was a problem with the driver’s side rear door latch. Mr. Smith’s appointment was scheduled for free warranty service for the following day, as a result of the air conditioning emergency. Mr. Smith was called the next day after the ser vice appointment as asked about his rating of the visit in terms of his issues being resolved, promptness in handling, his rating of the service done and satisfaction. Mr. Smith indicated that all the areas asked were satisfactory and that the car was working perfectly. The next contact with Mr. Smith came approximately three (3) weeks after the initial call. The contact was to express his dissatisfaction with the air conditioning system as the cooling level since the repair was average on warm days and barely adequate on hot days. He indicated that he did not pay much attention to the foregoing as he primarily drove the car to work in the mornings and by the afternoon the temperatures were cooler. His compliant came about as a result of a weekend trip where he was subject to 95-degree temperatures and stated he was perspiring the entire time. Mr. Smith also stated that the car exhibited severe hesitation during the hot drive and stopped functioning entirely on two occasions whereby he pulled over and after the car cooled down, it restarted. He was particularly unhappy that a local Volkswagen dealership could not assist him as he was on the road and asked that we schedule a service appointment. Mr. Smith’s extreme displeasure was a result of being under a new car warranty and unable to get any assistance which he claimed was never a problem with his former Buick LeSabre. He requested an immediate service appointment and a loaner vehicle so that he could get back to work. Under the terms of his Volkswagen warranty, Mr. Smith had not purchased the Road Side Assistance option and his warranty also did not have a provision for a loaner vehicle. I informed Mr. Smith of the foregoing, which was not received well and asked if I could make some inquiries regarding getting his vehicle scheduled for an emergency service appointment as well as what I might be able to do concerning the loaner vehicle, which temporarily calmed him down. In conferring with personnel at Mr. Smith’s dealership, I was informed that as a result of his warranty coverage that did not include roadside assistance, future problems could not be handled any differently unless he took the option. After considerable discussion with the dealership management and service department we arranged an immediate service appointment and under the circumstances I was able to secure a dealer vehicle for Mr. Smith to utilize. Mr. Smith was called back and advised of the preceding points, he was pleased to hear of the loaner vehicle and immediate service appointment request, but indicated that road side assistance for a new car should be an included item and not one subject to additional purchase. Mr. Smith’s visit went according to plan and when he was called the next day after picking up his vehicle, I was thanked for resolving issues he came to find out were not a part of his service contract. He indicated that despite the problems, getting h im service for non-covered items was changing his mind about a car company that he thought he had made a mistake on. Subsequent investigation into the problems encountered by Mr. Smith uncovered that Volkswagen was having quality control problems resulting from the new facility located in Puebla, Mexico. Globalisation, as well as newer technological aspects included in their vehicle had upped the manufacturing degree of difficulties with respect to including features such as cruise control, automatic windows with multiple settings, variable speed air conditioning and automatic temperature control settings, fuel injected engines and other features that are commonplace fixtures in the American vehicle market. It was subsequently uncovered that Volkswagen’s J.D. Power and Associates quality rating for that model year reflected the problems associated with incorporating this new plant into the production line, as well as the fact that the model was a new design. In that year, the average number of problems that were reported in the J.D. Power survey per one hundred vehicles averaged 158 (The Car Connection, 2000). The survey was conducted among a sampling of 47,000 owners representing 2000 model year cars and light trucks showed that the Volkswagen Jetta scored 238, compared to the average of 158, with the largest Passat ranging in at 162, and the new Beetle hitting 170. Only the Jetta was being manufactured at the Mexican facility during that period (The Car Connection, 2000). Inquiries into the company’s warranty and roadside assistance program indicated that the requirement for this aspect had not been an issue in prior models as reliability had always been a model strong point. Historically, Volkswagen had manufactured vehicles in Germany and the reliability factor was insignificant in terms of assuming the internal costs for such warranty features as road side assistance, which at the time was a feature generally reserved for higher priced vehicles such a GM Buick, Oldsmobile and Cadillac models, as well as Mercury, BMW, Mercedes and similar vehicles. The company’s service department was converting to a nationalized computerized program whereby service request projections could be correlated against last visits, new car purchases and scheduled appointments. The lack of a finished system left the service department vulnerable to service request overloads owing to unforeseen events or occurrences. The Aftermath The customer relationship example indicated represents a situation in which Volkswagen was apparently unprepared for the ramifications of quality control issues at its new Mexican assembly plant which was possibly further exacerbated by the initial shake out problems traditionally associated with new model introductions. The resulting spike in quality complaints and the lack of traditionally expected resolution procedures and remedies expected in the American market, as suggested by the example utilized, pointed to an instance whereby Customer Relationship Management offered the solution that was outside of company policy and procedures. It clearly indicates the importance of a personalized relationship with the customer and working with them to resolve issues. The focus in modern day business enterprises is the understanding that Customer Relationship Management is an important tool in understanding what customers want (Lin et al, 2003, Pp 715-732). The preceding manifested itself i n the example utilized. The relationship described with Mr. Smith represents a summary look into the fundamental internal changes and external customer ramifications that increased competitive levels have created. Christopher et al (1991) overall view is that relationship marketing can help to forge a synthesis with quality management, marketing and customer service management, that the processes are basically inseparable, and that the concept is becoming a trend in terms of modern business practice. The six forces model they proposed has gained wide acceptance, and it includes customer markets, internal markets, which are the individuals and departments inside the company, referral markets, supplier markets, potential employee markets and influence markets as within the grand scope of the practice (Christopher et al, 1991, Pp 21-31). The indicated example called upon the Customer Relationship Department to engage assistance from other quarters of the operation which included no marketing individuals to see to fulfilling the customer’s concerns, the foregoing has been pointed out by Barnes (1989, Pp 11-21). Jain et al (2003, Pp 17-22) support the foregoing analysis and add that the popular as well as more important utilizations of Customer Relationship Management can be found among; Sales Market Share Profit generation New customers Customer turnover Cost Reduction Service time Customer Complaints Of the preceding list, new customers, customer turnover, service time and customer complaints were the issues addressed as a result of Mr. Smith, clearly 50% of the list. The aspect of the important to achieving operational efficiencies as well as improved bottom line performance and increased customer satisfaction has also been addressed by Bruhn (2003, Pp 178-197). He further stated that the development of these relationships over time represent the foundation for customer loyalty as well as retention (Bruhn et al, 2004). Jain et al (2003, Pp 17-22) study of Customer Relationship Management identified ten behavioural dimensions that help to identify the effectiveness of the process, and which serve as a model as well as basis for evaluating as well as recommending an approach for implementation and utilization : Attitude geared to serve: The aspect of Customer Relationship Management refers to the importance of employees having the right attitude with regard to the handling and listening to customer concerns, calls and requests. The foregoing provides clear signals to the customer that the company is interested in resolution. An understanding of expectations: Customers have certain expectations regarding the company they have purchased a product from as gathered either from acquaintances, reputation, advertising or sales personnel. Meeting or better still exceeding these expectations is an importance variable in winning them over. Perceptions of quality: The company’s marketing, advertising, word of mouth and other claims provide customers with a certain level of expectation with regard to quality. Reliability: The performance of the product must be equal to or exceed other like products in terms of reliability, and when this fails, superior service and Customer Relationship Management can balance the perception. Communication: The better the representatives of the company listen as well as communicate with the customer, the higher the level of esteem they achieve in terms of the important aspect of interaction. The content, style, manner, timing, effectiveness and rapidity of response as well as anticipation of needs are all aspects of this category. Customisation: The delivering of either products or services to meet the needs and expectations of customers is a critical component in Customer Relationship Management. Recognition: The customer represents the reason why any company is in business and thus providing them with the proper respect is an important aspect in building a successful customer relationship foundation. Keeping promises: The advertised, written or stated claims of a company represent its public face of trust. The keeping of those commitments and promises immediately is a factor in building and maintaining a successful customer relationship. Satisfaction audit: A key aspect in gauging the performance the company is having in terms of customer satisfaction is obtaining direct feedback in the form of follow up calls surveys and questionnaires. These areas are critical in determining the after effects of actions taken as well as serving as guides to further policy and behavioural processes. Retention: Retaining customers is the cornerstone of the purpose of Customer Relationship Management. The preceding aspects clearly point to the importance of ‘relationships’ (Ford, 1999, Pp 137-148) in the process of CRM as well as interpersonal interaction, reaction and anticipation in listening to, seeing to and expecting customer needs. The foregoing would have served Volkswagen well of it had utilized the proper forecasting models with regard to the incidents of problems in bringing a new model on line at a new assembly facility as well as tracking initial customer complaints and heading these off through advance communications such as letters and customer relationship telephone calls to alert customers of potential trouble spots. Gronroos (1997, P 327) refers to the foregoing as one of the prime objectives of relationship management, which he stated is â€Å"To establish, maintain and enhance relationships with customers†¦ by mutual exchange and fulfilment of promises.† Suggestions to Volkswagen, in addition to those already indicated, included the understanding that Customer Relationship Management is a proactive tool that focuses on customer retention (Little et al, 2003, P 26). The heart of the process is what Peppers et al (1995, P 48) refer to as a â€Å"†¦one-to-one†¦Ã¢â‚¬  marketing process whereby customers are treated as individuals which thus provides the company the opportunity to develop a relationship with them. The example of Mr. Smith is a singular, yet potentially universal customer encounter in that the aspects of the complaints or service requests will change, but certainly not the underlying principles. Volkswagen’s poor quality showing in 2000 as reported by J.D. Power’s ratings should have been forecast through advance vehicle testing sessions as well as having the appropriate customer relationship contact reviews and correlations in place to see a pattern developing. In making recommendations to the company, attention was called to the following: Model Forecasting This aspect entails correlating the potential for part problems based upon the newness of introduction, as well as results encountered in vehicles test sessions. Where a part indicates the propensity for a higher than acceptable norm, it should be brought to the attention of the engineering as well as Customer Relationship Department and procedures developed to either head off the problem or have set procedures in place for calls and complaints Alternative Strategies While there are set procedures as well as warranty and other guidelines in place, there will be instances whereby some customers will take exception to aspects they should have known, or that were clearly stated in literature and other materials. In these instances exception resolution could be employed to make allowances for those customers while the stated points are gently pointed out for future reference and knowledge. The foregoing can apply to warranty and other coverage’s Advance Resolution The Internet provides a perfect means to inform as well as advise customers regarding aspects of their vehicle maintenance as well as warranty coverage’s. The tool can also be utilized to interface with an interactive web site that permits them to click on or scroll across areas rather than the traditional FQ format that few people read or engage in. The utilization of an interactive tool will be more entertaining as well as informative and useful Road Side Assistance If economically feasible, this feature should be clearly pointed out as an option or made an integral part of the vehicle warranty, with the terms of loaner and other aspects clearly presented. It should be noted that this provision presently exists in Volkswagen warranty coverage’s included as standard, with the loaner provision based upon customer inconvenience. The preceding suggestions are a result of the example utilized and are borne out of the theories represented by varied authorities on Customer Relationship Management. Taylor (2002, Pp 9-10) supports the preceding as he states that there are seven key skill categories that are a part of the successful implementation of a Customer Relationship Management process: It should seek to be in harmony with the overall business plan It should be seen as a strategic business process Its purposes as well as objectives should be defined clearly and be communicated to all departments It needs to be measurable Realistic goals and objectives need to be set It needs to be adapted to specific requirements If needed, the culture of the company might need changing to comport to the Customer Relationship Management initiative The preceding demonstrates that the implementation and utilization of a well planned, thought out and fluid Customer Relationship Management process that redefines itself on a consistent basis can aid a company in an enhanced reputation, bottom line profitability and customer retention. Ahmed et al (2002, Pp 29-45) stated that it is important that the internal staff also be treated as groups with their own needs as well as demands in crafting a Customer Relationship Management process. This enables their views, goals and objectives to be considered and where feasible, incorporated. The example utilized was before the prevalence of Internet based Customer Relationship Strategies and thus this technology represents a means to provide further service to customers in an unobtrusive manner. The Internet also permits the customer relationship manager, and company, to maximize the performance of Customer Relationship Management tools and processes through more precise data collection and se gmentation methodologies which results in being able to target customer needs, preferences and predict probabilities for a more proactive approach based upon the foregoing, rather than the traditional reactive mode. Conclusion Given the period of time since the pronouncement by Peter Drucker (1954, p. 64) that â€Å"†¦ the purpose of a firm is to create and serve customers†¦Ã¢â‚¬  his vision has proved to be true. Morris et al (2001, p 98), Professor Adrian Payne of Cranfield University (2003), Chye et al (20002, Pp 1-27) Storbacka et al (2001, P 8) and a litany of others have concluded the importance of Customer Relationship Management in having an integral part in the achievement or enhancement of Sales Market Share Profit generation New customers Customer turnover Cost Reduction Service time Customer Complaints (Jain et al, 2003, Pp 17-22) Jain et al (2003, Pp 17-22) observations synthesized the foregoing into ten behavioural dimensions to identify the process effectiveness that clearly illustrates the organization wide dimensions involved: Attitude geared to serve: An understanding of expectations: Perceptions of quality: Reliability: Communication: Customisation: Recognition: Keeping promises: Satisfaction audit: Retention: The customer has, is and remains as ‘king’ and in order to keep him in the realm a company’s overall strategy must be in consort with doing all that is possible inconsideration of bottom line objectives. The foregoing illustration that utilized the Volkswagen company provided an example that incorporated a goodly percentage of the aspects as indicated by Jain et al (2003, Pp 17-22), Morris et al (2001, p 98), Professor Adrian Payne (2003), Chye et al (20002, Pp 1-27) and Storbacka et al (2001, P 8), among others. With the understanding that the customer is the purpose as well as reason for being of any enterprise, then the application of Customer Relationship Management strategies no longer is a problem, it represents an opportunity to enhance the effectiveness of the company. Little et al (2003, P 21) sums up the foregoing by stating states that relationship marketing represents â€Å"†¦ an alternative strategy to the traditional marketing mix approach â₠¬ ¦ (as) †¦ a means of obtaining sustainable competitive advantage and the best way to retain customers in the long run†. Bibliography Ahmed, Pervaiz, Rafiq, Mohammed. (2002). Marketing Tools and concepts for customer focused management. Butterworth Heineman, ISBN: 0750648384 Barnes, J., G. (1989). The Role of Internal Marketing: If the Staff Won’t Buy It, Why Should the Customer. Vol. 4, Issue 2. Irish Marketing Journal Buchanan, R., Giles, C. (1990). Value managed relationship: The key to customer retention and profitability. Vol. 8, Issue 4. European Management Journal Buttle, E. (1996) Relationship Marketing: Theory and Practice. Paul Chapman Publishing, London, The United Kingdom Bruhn, Manfred, Frommeyer, A. (2004). Development of relationship marketing constructs over time. Vol. 3, Issue 4. Journal of Relationship Marketing Christopher, M., Payne, A., Ballantyne, D. (1991). Relationship Marketing. Butterworth-Heinemann, Oxford, The United Kingdom Chye, K.H., Gerry,

Oppenheimer And The Atomic Bomb Essay -- essays research papers

Julius Robert Oppenheimer and the Atomic Bomb J. Robert Oppenheimer was a brilliant physicist and known as the †Father of the Atomic Bomb†. A charismatic leader of rare good qualities and commonplace flaws, Oppenheimer brought an uncommon sensibility to research, teaching, and government science. After help creating the atomic bomb with the Manhattan Project he was banned from the U.S. Government during the McCarthy Trials. He opposed the idea of stockpiling nuclear weapons and was deemed a security risk. Oppenheimer’s life reveals the conflict between war, science and how politics collided in the 1940’s through the 1960’s. His case became a cause "celebre" in the world of science because of its implications concerning political and moral issues relating to the role of scientists in government. Oppenheimer, the son of German immigrants, who had made their fortune in textiles, had the resources available in his family to further his education at a young age. At age ten Oppenheimer's grandfather brought him some rocks to identify and as a result Oppenheimer became very interested in geology. This led him to study other sciences at a young age. By age six he had the vocabulary of an adult. He could speak well and understood the meanings of the words and where they came from. He excelled in mathematics and was computing numbers at a high school rate while in the second grade. People referred to him as a boy genius. Oppenheimer was from a Jewish family who did not believe in the Orthodox ways. They had no temple affiliation, but did attend the Felix Alder Ethical School during grade school until high school. This school shaped many of Oppenheimer’s ideas regarding morality and political views that would later affect his life. He studied at Harvard and was good in the classics, such as Latin, Greek, chemistry and Physics. He had published works in poetry and studied Oriental philosophy. He graduated in 1925, it took him only three years, and went to England to do research at Cavendish Laboratory at the University of Cambridge. He didn’t like it there and left at the end of 1925. A man named Max Born asked him to attend Gottingen University where he met prominent European physicists. Oppenheimer studied quantum mechanics in Europe in the 1920s. He learned from Ernest Rutherford, one of the pioneers of atomic theory; and from Werner Heisenberg and Pau... ... Education: An Introduction to Social and Political Aspects. 4th ed. New York & London: Longman, Inc., 1989. Stern, Phillip M. The Oppenheimer Case: Security on Trial. New York, Evanston, and London: Harper & Row, 1969. Taylor, Telford. Grand Inquest: The Story of Congressional Investigations. New York: Simon and Schuster, 1955. Thayer, H, S. "Pragmatism." Encyclopedia of Philosophy. Ed, Paul Edwards. New York: Macmillan, 1967. Tobey, Ronald C, Horus Gets In Gear: A Beginner's Guide to Research in the History of Science. 2nd revised ed., Riverside: Department of History, University of California - Riverside, 1990, United States Atomic Energy Commission. In the Matter of J. Robert Oppenheimer: Transcript of the Hearing before Personnel Security Board and Texts of Principal Documents and Letters. Foreword by Philip M. Stern. Cambridge and London: The Massachusetts Institute of Technology Press, 1970, Wilde, Norman, "Ethics." Book review. The Journal of Philosophy. Psychology. and Scientific Methods, 5 (November 5, 1908), 636-639. York, Herbert F. The Advisors: Oppenheimer, Teller and the Superbomb. San Francisco: W. H. Freeman and Company, 1976.

Womens Menopause And Perimenopause Symptoms Health And Social Care Essay

â€Å" Most people would see the old stage â€Å" alteration of life † a euphemism for the medical term â€Å" climacteric † , but I, who am now traveling through the alteration, get down to inquire if it is n't the other manner unit of ammunition. â€Å" Change of life † is excessively blunt a phrase, excessively factual. â€Å" Menopause † , with its chime-suggestion of mere intermission after which things go on as before, is reassuringly fiddling. † – Ursula K. Le Guin â€Å" The Space Crone, † Dancing at the Edge of the World [ 1 ] Menopause is a foreordained phase of life for every individual adult female, characterised by the surcease of ovarian map and monthly period. [ 6 ] It is defined as the stoping of a adult females catamenial period and it is further affirmed when there has been no catamenial period for 12 back-to-back months and no other causes can be identified. Fertility comes to an terminal at this point. Less estrogen and Lipo-Lutin are produced by the ovaries and this consequences in climacteric. [ 13 ] Menopause has to travel through by all adult females, by and large between the ages of 40 and 55. [ 14 ] There is more frequently than non a passage period called perimenopause that lasts for a few old ages. During that minute, climacteric occurs due to hormonal alterations, including low Lipo-Lutin degrees and fluctuating oestrogen degrees, taking to many symptoms such as 1.jpg Decreased sex thrust. Changes in period. Hot flashes. Dryness of vagina. Night workout suits. Mood swings. Insomnia. [ 13 ] [ 14 ] Figure 1. Symptoms of Menopause [ 21 ] ( 242 words ) Furthermore, there are a few effects of hormonal alterations on the organic structure ‘s organ system, particularly the skeletal system and cardiovascular system. [ 7 ] In due class, in short supply of estrogen will ensue an impact on wellness. Long term complication associated with oestrogen diminution may include Osteoporosis Heart disease [ 13 ] [ 14 ] So, what are the current available interventions to assist better the immediate and long-run effects of climacteric? [ 7 ] Figure 2. Frequency of menopausal symptoms as assessed by the Menopausal Rating harmonizing to menopausal position. [ 8 ] ( 323 words )A Possible SolutionHormone Replacement TherapyHormone replacing therapy ( HRT ) is a conventional medical specialty ‘s chief intervention for menopausal symptoms & A ; job. Edginess caused by decrease of go arounding oestrogen and Lipo-Lutin endocrines could be prevented by this intervention. [ 15 ] The aim of endocrine therapy is to cover with the symptoms by utilizing the smallest measure that is efficient, for the shortest period possible. [ 2 ] Oestrogens and Lipo-Lutin are the major type of endocrines used to hike endocrine degrees. [ 15 ] Hormone replacing therapy plays the function in supplying the organic structure with either oestrogen entirely or oestrogen and Lipo-Lutin in combination during climacteric. [ 18 ] These endocrines are usually produced by the ovaries. When the ovaries no longer fabricate sufficient sums of endocrines ( as in climacteric ) , the organic structure is supplemented with equal degrees of oestrogen and Lipo-Lutin by HRT. [ 18 ]Why is Oestrogen indispensable for the organic structure?Oestrogen and Lipo-Lutin jointly contribute in the thickener of the liner of uterus fixing it for the nidation of fertilised egg. [ 18 ] Calcium in castanetss is retained and balance of cholesterin is regulated by estrogen. It helps maintain tegument healthy by replacing dead cells and keep collagen construction. [ 3 ] In the passage stage of climacteric, oestrogen degree faces fluctuations until the ovaries shut down wholly. [ 3 ] This will follow by the happening of climacteric symptoms such as hot flashes an d medical status such as osteoporosis. [ 3 ] ( 543 words )Why is Progesterone necessary for the organic structure?Progesterone is normally used together with oestrogen in adult females who still have uterus. [ 18 ] If estrogen is taken without Lipo-Lutin, there is an addition hazard for the adult females in developing endometrial malignant neoplastic disease. During generative old ages, during menses endometrial cells are shed. When the endometrium no longer shed, estrogen will do an giantism of cells in the womb and this can take to malignant neoplastic disease. [ 18 ] In this instance, Lipo-Lutin will do the endometrium shed and reduces the hazard of endometrial malignant neoplastic disease. Womans who had undergone hysterectomy do non necessitate to take Lipo-Lutin. [ 18 ]Oestrogen TherapyOestrogen is administered entirely. It may be given in five ways which are unwritten pills, intramuscular injections, transdermic spots, hypodermic pellets or vaginal endocrine pick. [ 19 ] Generally, low dosage of oestrogen is prescribed t o be taken as pills or spots daily. In order to alleviate climacteric symptoms and to forestall osteoporosis, lowest possible dosage of oestrogen needed is taken. [ 18 ] Oestrogen therapy has been used for hot flowers since the 1950s ; its effectivity has been late reassessed and confirmed. The Cochrane reappraisal calculated a 75 % decrease in the frequence of hot flashes and a important lessening in symptoms badness. [ 9 ]Progesterone-Oestrogen Therapy( 822 words ) Besides known as combined therapy, this method combines doses of oestrogen and Lipo-Lutin. [ 18 ] Progesterone normally taken in the signifier of pills, vaginal picks and suppositories, injections every bit good as in a base of oil. Progesterone is typically given by oral cavity in a assortment of combinations with estrogen. Injectable Lipo-Lutin and suppositories are available but unpopular. [ 20 ] Recent recommendation suggests that the lowest dosage of endocrine therapy is taken for the shortest clip possible and it is re-evaluated yearly. [ 18 ] Figure 3. The per centum of doctors who ranked the benefits of HRT as â€Å" really high † in relation to assorted wellness concerns. [ 10 ] The tabular array shows that the benefits of HRT are extremely recognised in relation to menopausal symptoms relief and osteoporosis by a big figure of doctors. ( 868 words )Social & A ; Economic DeductionsMost of the adult females who are undergoing the phase of climacteric suffer from temper swings & A ; some even depression. Harmonizing to surveies, adult females who experience depression and have a history of depression before have a higher opportunity of enduring from depression during perimenopause. Many of the employees who are enduring from depression due to menopause brush jobs during work clip. Some of them see backdown from co-workers, are discouraged from taking undertakings, are passed over from publicity and may even be the object of snide or sarcastic remarks. They contribute low productiveness due to their deficiency of public presentation. Therefore, ensue an impact on the economic. Besides, those who suffer from depression besides become anti-social and sometimes they tend to be self-destructive. [ 17 ] Personally, I strongly urge the household of the patients should supply full support and assist them to accommodate to the ir new life styles. Menopause can put off the feelings of sorrow and episodes of depression in a figure of adult females. It is though that someplace in between 8 % and 15 % of menopausal adult females see some signifier of depression. [ 22 ] In perimenopause, the organic structure of a adult female produces less oestrogen, doing her more susceptible to wellness hazards like bosom disease, osteoporosis and malignant neoplastic disease. Patients who are diagnosed with these diseases require immense sum of money in order to acquire intervention and hospitalization. This consequences in immense fiscal load and economic impact. On top of that, interventions such as bosom graft and chemotherapy which are effectual in bring arounding the diseases are really dearly-won. In this instance, I feel that authorities should help those who are unaffordable by supplying subsidy or possibly a fund should be set up merely to assist those destitute 1s. Harmonizing to Treatment Abroad Price Watch Survey, in UK, the cost of coronary angioplasty scopes around ?8500 while in US, the cost ranges about $ 14875. [ 23 ] ( 1177 words )Benefits & A ; RisksHRT provides adult females a assortment of dependable and solid wellness benefits, in footings of the moderation of menopausal symptoms and in the bar of some terrible wellness dainties that caused by the loss of endocrine in the organic structure. It is proven that HRT helps in keeping bone wellness and forestalling osteoporosis. Surveies confirm that the hazard of hip break is reduced by 11 per centum for the adult females who use oestrogen and progestogen HRT compounds for each twelvemonth of HRT interventions. Besides, HRT is the most effectual method for alleviating hot flashes, vaginal waterlessness and other uncomfortable menopausal symptoms. Most surveies show that the hazard of colorectal malignant neoplastic disease is besides reduced by oestrogen. [ 4 ] After a average followup of 5.2 old ages, the Women ‘s Health Initiative ( WHI ) research workers reported important decreases in hip ( 34 % ) , vertebral ( 34 % ) and entire breaks ( 24 % ) in those who had undergone HRT. [ 11 ] On the other manus, there ‘s besides hazard of acquiring the side effects of it. The combined therapy of utilizing oestrogen and progestogen consequences in a greater hazard of developing the adverse consequence which includes malignant neoplastic diseases and cardiovascular diseases. However, it can be prevented by merely obtaining oestrogen in the signifier of HRT. This will in bend lessening the hazard of developing the side effects. Furthermore, adult females who are under the intervention of HRT face greater hazard for developing chest malignant neoplastic disease. It is found that adult females who were on the long-run HRT have 26 % more invasive chest malignant neoplastic disease among them compare to those who were non holding HRT. Furthermore, the development of blood coagulums in venas can be trigger by HRT. Harmonizing to the survey of Women ‘s Health Initiative, adult females who were holding HRT had dual the figure of blood coagulums as the adult females who were non taking HRT. [ 16 ] ( 1471 words ) 234.jpg Figure 4. Number of instances of different results due to combined therapy and oestrogen therapy entirely. [ 24 ] It is shown that the combined therapy generates a greater hazard of developing the inauspicious effects of undergoing endocrine replacing therapy. Personally, I feel that HRT remains the most effectual therapy although it may trip side effects. Therefore, adult females who had HRT should be monitored on a regular basis in order to extinguish any unwanted inauspicious effects every bit early as possible before it ‘s excessively late. ( 1549 words ) Figure 5. Accumulative jeopardies for selected clinical results. [ 9 ] The combined therapy decreases the hazards of developing colorectal malignant neoplastic disease and hip break but in bend increases the hazards of developing coronary bosom disease, shot, pneumonic intercalation and chest malignant neoplastic disease. ( 1587 words )Alternate SolutionsHerbs & A ; Other Supplements [ 5 ]Harmonizing to Dietary Supplement Health and Education Act ( DSHEA ) of 1994, dietetic addendums provide substances like vitamins, minerals, nutrients, botanicals, amino acids which serve as addendum to the usual consumption of these substances. Herbal redresss have been one of the subset of larger group of nutritionary addendums. For centuries, herbs have been used widely to contend the symptoms of climacteric. In fact, it is the lone method used before the arising of wellness engineering. [ 5 ] Since pharmaceutical scientific discipline has develops over the past few decennaries, it has been understood the benefits of supplementing healthy diets with nutritionary substances such as vitamin and mineral. Nowadays, most of the adult females consume assorted types of vitamin, herb or nutritionary addendums at certain clip. Furthermore, adult females are advised by most of the wellness attention professionals to take up healthy diet with nutritionary addendums as they come near to menopause. Majority of adult females opt for workss and herb infusions and addendums to battle the symptoms of climacteric and to antagonize the physical alterations of organic structure due to cut down oestrogen and natural aging procedure. [ 5 ] ( 1773 words ) 3309.jpg vitaminsandstroke.jpg Figure 6. Herbal Supplements. [ 27 ] Figure 7. Vitamin and Mineral Supplements. [ 25 ] Figure 8. Herbal redresss used in direction of climacteric. [ 12 ] ( 1782 words )Curative Programs [ 5 ]Curative plans have been one of the most effectual interventions used for handling some of the symptoms of climacteric. Below are some of the curative plans that found to be utile in intervention symptoms of climacteric: Acupuncture is a traditional antediluvian Chinese therapy that involves rotary motion of all right acerate leafs until they enter the tegument at peculiar points on the organic structure. Surveies of North American Menopause ( NAMS ) province that there ‘s a important lessening in hot flashes, enduring for up to three months by those who were treated with stylostixis. Besides, it is besides shown that stylostixis decreases dark workout suits and anxiousness in menopausal adult females. Harmonizing to The National Institute of Health Consensus Development Panel on Acupuncture, illnesses like concern, fibromyalgia, degenerative arthritis and spasms ( conditions faced by adult females in climacteric ) can be treated by stylostixis. [ 5 ] Cognitive therapy which is a signifier of talk therapy used on helping the patients to understand the nexus between the forms of negative though and depression. Patients are taught to interrupt destructive thought forms that lead to depression and anxiousness by replacing negative ideas with positive 1s. [ 5 ] In my sentiment, adult females who are undergoing menopausal phases should be encouraged to take up herbal addendums and curative therapy which are both natural traditional methods in covering with climacteric before sing HRT which involved chemical-based synthesised medical specialty. In this instance, HRT may be the most efficient solution but at the same clip it may convey about assorted inauspicious effects. ( 2027 words ) acupuncture_500.jpg Figure 9. Acupuncture [ 28 ] cognitive therapy.jpg e-t-b.gif Figure 11. Three interconnected constituents in which cognitive therapy focal point on. [ 30 ] Figure 10. Cognitive Therapy. [ 29 ]Evaluationâ€Å" Research on the Menopause in the 1990s † has been one of the best beginnings I had found. It is from WHO which is the directing and organizing authorization for wellness within the United Nations system. It plays a function in supplying counsel on planetary wellness affairs, finding the wellness research docket, puting norms and criterions, jointing evidence-based policy options, offering proficient support to states, oversing and measuring wellness tendencies. The study gives an overview and includes an all rounded facets sing climacteric. It is a study by WHO so the information provided should be dependable unless it has out of day of the month since it is published in 1996. As WHO is the universe chief wellness organisation, personally I feel that all the information published is precise as they had undergone phases of treatment and confirmation before being published. Besides, I besides found that the beginning hypertext transfer protocol: //www.nichd.nih.gov/ to be really utile in supplying information, support, articles, research and instruction related on climacteric. It is the chief web site for â€Å" THE NATIONAL INSTUTUTE OF CHILD HEALTH AND HUMAN DEVELOPMENT † which ab initio established to look into the wide facets of human development as a agency of understanding developmental disabilities.A At present, the organisation carry out researches on all stages of human development, from prepossession to a better understand on the wellness of kids, households, and communities. Information from this beginning should be legitimate as similar inside informations are besides found in other beginnings. The beginning is utile but it is non in deepness. Besides, it merely provides general information about climacteric, non a item one. ( 2286 words )

The Mount Pinatubo Case Study

case study mount pinatubo THE MOUNT PINATUBO ERUPTION 1991 the mount pinatubo eruption was the second largest eruption of this century and by far the largest eruption affecting a densely populated area. the eruption occurred at mount pinatubo in the philippines on june 15 1991. in march and april 1991 magma rising towards the surface from more than 30 km below pinatubo started making small earthquakes and caused small powerful steam explosion that opened three craters on the north flank of the volcano. thousands of small earthquakes occurred   and many tons of gas were also emitted by the volcano. rom june 7 to june 12 the magma reached the surface of mount pinatunbo. because of the gas pressure the magma erupted out with an amazing strength but did not cause an explosive eruption because it just formed a lava dome. on june 12 tons of gas charged magma reached the top of the volcano and erupted with the very first proper eruption. when even more magma reached the top the volcano er upted in a cataclysmic eruption on june 15. the eruption ejected more than 5 cubic kilometers of material. the ash cloud reached the height of 35 km in the sky. blanket of ash covered all the land around pinatubo. fine ash flew thousands of kilometers away reaching also the inidian ocean. massive avalanches of hot ash rolled down the sides of pinatubo. the eruption removed so much material from the volcano that the volcano collapsed and from a clad era of 2. 5 km. many hazards occurred with the volcano. the eruption produced high speed avalanches of hot gas and ash ( pyroclastic flows) giant mudflows (lahars) and a cloud of volcanic ash covering hundred of miles across. early 20 millions tons of sulfur dioxide were blown in the air and were dispersed around the world causing an increase   in temperature of around 0. 5 degrees. Mt ST HELENS ERUPTION mt st helens is a strata volcano located in the state of washinghton, US the eruption caused many hazards and many impacts on people e nvirmoent and economy. the earthquake on may 18 lead to a series of events:a 5. 1 earthquake was caused by the massive eruption the bulge of the volcano slid away, resulting in a huge avalanche of rock and mud that filled 24 squares miles of a valley. he eruption real eased a massive cloud of ash and pumice. the effect of the eruption also included: the volcano was reduced of 1300 feet, ash fell miles away from the eruption, the eruption lasted over 9 hours,. around 60 people lost their lives . over 250 square miles of land were destroyed by all the eruption hazards. countless animals were killed. as in all the volcanoes the first signs of eruption were given by an increase in small earthquakes near the volcano area. this showed that the pressure inside the volcano chamber was increasing. oon lines of weakness were created by the earthquakes on the top of the mountain. earthquakes were many especially under the north flank of the volcano. in fact the first eruption was from the summ it rather than from the flank. on the 27th of march this small eruption kept going. the volcano was mainly gas and ash and a small cloud of material was sent up over the cone. this stage was a Vulcanian type of eruption. but because the size of the eruption was small the ash fell down on the ground close to the summit and the main effect was simply to blacken the snow fields. he cause of these small eruptions was probably water from ice fields ending in the hot rock below and transforming suddenly into steam, throwing materials around. as the days went by a large bulge started forming across the north flank , about 2km across, separate from the central vent. it showed that the material blocking the central vent was stuck fast and that the magma was seeking a way out through the north flank. the earthquakes had weakened all the north flank more than any other part of the cone. on may 18 at 8 a. m the entire north flank of the volcano dropped down in a massive landslide of 2 cubic kil ometers of rock. ow with nothing to hold in place the magma and the gas , the gas rich magma exploded in a gigantic eruption. in fact the landslide was shattered in many parts by the explosion so that a mixture of rock fragments and gas was formed. this type of eruption was now a pelean type, and the pyroclastic flows were able to flow 250 kmh. part of this pyroclastic flow went near by spirit lake throwing out the water entirely from the lake. the blast demolished the huge dorset that lay on the north side of the volcano, leveling everything over an area of 550 square kilometers. lose to the volcano the blast of the explosion was so strong that trees were simply blown away. in total some 10 millions trees were destroyed. ash was deposited miles away and the town of yakima was covered in ash. in the following days of the eruption very sticky laval began to flow into the new crater, building up a lava dome on the crater floor. all the snow and glaciers on the mountains were turned in to steam and they were now coming back on the ground as torrential rainfall. the rain swept most of the ash in the nearby rivers , causing flooding and at the same time silting them up.