Marketing plan for the healthcare company (nursing home service) Assignment

Marketing plan for the healthcare company (nursing home service) - Assignment Example It is evident from the study that demographic structure has always played substantial differences among countries. Current demographic structure consists of two major categories. First is the ageing population of the countries and second is the young population of countries. Many underdeveloped and developing countries are facing issues related to the sizes of demographics in their countries. Underdeveloped and developing countries generally do not have such infrastructure. Lack of education, inadequate healthcare services, lightning problems, destruction of natural resources, lack of means of up-to-date communication and deficiency of transportation systems are some major reasons which increase the problems of senior citizens of many developing countries. Increase in employment in urban areas lead the younger population to migrate from rural to urban areas in order to seek jobs. Parents of those young people do not feel easy in leaving the area of which they have been used to for a long period of time. This reason has lead to the concentration the population older people in rural areas. In rural areas, they have to face more problems than that of urban areas. Having no one to care for them is another issue. Many associations and acts for securing old age rights have been established but there seems very less implementation on them. Strategies and policies should be strictly followed in order to protect the rights of senior citizens in every country. ... Parents of those young people do not feel easy in leaving the area of which they have been used to for a long period of time. This reason has lead to the concentration the population older people in rural areas. In rural areas, they have to face more problems than that of urban areas. Having no one to care for them is another issue. Many associations and acts for securing old age rights have been established but there seems very less implementation on them. Strategies and policies should be strictly followed in order to protect the rights of senior citizens in every country. Marketing Analysis In previous times, families used to take care of their parents and their problems related to ageing. But due to the changing trend, it is no longer applicable in today’s situation. NGOs and churches hardly take the complete responsibility and this leaves with a question that should happen now. The percentage of people above 75 is growing rapidly. At the same time, the increased needs of their healthcare, provides career opportunities to women for nursing. Nursing shortage can be another hurdle in taking better care of aged population. In general, people seeking for skilled nursing and assistance in living care have much similar needs, including: Treatment and plan of living To be taken care by skilled and knowledgeable nurses, clinicians. To be treated with dignity and respect. Getting actively engaged in activities like some kind of community Nowadays, it has become essentially necessary provide awareness to people regarding the benefits of health care centres and old age home services. By doing proper promotion and utilizing the sources of media, it can be done easily. Old aged population generally have to suffer a lot specially in

Decreasing Social Interaction Anxiety for Schizophrenia

Decreasing Social Interaction Anxiety for Schizophrenia CHAPTER V DISCUSSION, SUMMARY, CONCLUSION, IMPLICATIONS, LIMITATIONS AND RECOMMENDATIONS. This chapter deals with discussion, summary and conclusions drawn. It clarifies the limitations, the implications and the recommendations of the study which are given for the different areas in Nursing practice, Nursing education, Administration and Research. The primary aim of the intervention is to decrease the social interaction anxiety among patients with schizophrenia. DISCUSSION. Schizophrenia is relatively common affecting 1.1% of population in or around 65 million people worldwide. In India about 4.5 – 7.8 millions of people suffers from schizophrenia and 7 lakhs of people suffers from Schizophrenia in Tamil Nadu. The patients with Schizophrenia have been found to have pronounced deficits in the social skills. These deficiencies may reflect the primary influence of the illnesses itself.(Del prette,1999). The present study aimed to assess the effectiveness of social skills training on social interaction anxiety among the patients with schizophrenia. It was conducted at Kongunadu Mana Nala Arakkatalai ,a chronic centre at Coimbatore. The sample size was 30 patients who were diagnosed with schizophrenia. Demographic variables showed that 80 percent of the patients were under the age group of 40 – 60yrs, 53.3 percent of the patients were males, 70 percent of the patients completed their high school, 63.3 percent of the patients were married and 60 percent of the patients were from the nuclear family. Clinical variables showed that 73 percent of the patients were chronic schizophrenic patients, 50 percent of the patients were having the illness from 2 – 4yrs and 56.6 percent of the patients were admitted in the hospital for more than 2 yrs. The distribution of the subjects according to the mean pre test values of social interaction anxiety showed 47.97 and the distribution of the subjects according to the mean post test values of social interaction anxiety showed 43.57. The collected data of the present study were statistically analyzed and the results based on the objective are discussed below:- (1) To assess the social interaction anxiety before and after the social skills training among the patients with schizophrenia. The level of social interaction anxiety before the social skills training among the patients with Schizophrenia was assessed by using the SIAS scale. The scale consists of 20 questions which includes the aspects of communication, eye contact , listening, appropriate emotional response ,interaction anxiety , greeting and smiling to others. The mean pre test value of social interaction anxiety was 47.97 and the post test value was 43.57 respectively. It showed that the schizophrenic patients are having severe social interaction anxiety. From the above results the researcher came to a conclusion that the schizophrenic patients are having severe social interaction anxiety to go for effective communication which affects their day to day life. Thus by giving the social skills training; a behaviour therapy technique the patients can improve their social skills which further leads to the good communication. A study supporting the above result is as follows: Beaz . S.et al.,(2013) conducted a study to evaluate the social functioning performance (social cognition tasks) that incorporate the different levels of contextual dependence and their involvement in the real life scenarios.50 samples were included as the study participants and out of these 25 were the control subjects. The subjects were analyzed by using the pre prepared diagnostic assessment. The results showed that the both groups has the greater interaction anxiety and thus gives the poor performance in the social cognition tasks which constitutes emotional processing, empathy and social norms. The result suggests that the social skill deficits in the patients with schizophrenia will impairs their involvement in the real life situations. (2) Evaluate the effectiveness of social skills training among the patients with schizophrenia. The post-test level of social interaction anxiety was assessed after the intervention. The comparison between the social interaction anxiety of the patients before and after social skills training was statistically evaluated using paired t’ test. The mean pre-test value of social interaction anxiety was 47.97 and post test value was 43.57. The calculated paired ‘t’ value was 6.067 which is greater than the table value (1.672) and it was significant at P From the above analysis, the investigator came to the conclusion that the social skills training was an effective intervention for decreasing the social interaction anxiety of the schizophrenic patients. A study supporting the above finding is as follows : Imam.A.S,et.al.,(2004) conducted a study to determine the effect of social skills training program on social interaction anxiety of individuals with schizophrenia. For a one month program; 62 inpatients, 32 in the study group and 30 in the control group were selected as the participants and they were given 60 min training in 10 sessions for 15 days. The results indicated that social interaction anxiety had shown a tendency to gradually decrease with the lengthening of the group treatment time. The findings demonstrated that the social skills’ training is effective in reducing the interaction anxiety in individuals with schizophrenia. Similarly; as in the above described study, the present study also showed the effectiveness of social skills training programme on social interaction anxiety among schizophrenic patients. (3)Associate the social interaction anxiety with the selected demographic and clinical variables among the patients with Schizophrenia. The association of social interaction anxiety using with selected demographic and clinical variables is found out by using the chi square test and it shows that, the calculated chi square value for all demographic variables such as age , gender, education, type of family , type of schizophrenia, duration of illness, and period of stay does not have any significant association with the social interaction anxiety at P A study supporting the above result is that Hayes (1995) conducted a study on effects of social skills training on the community functioning and its impact with the chronic schizophrenic patients.63 patients met in small groups for 36 sessions of training over 4 months. The results showed that there is a significant association in community functioning with demographic status such as gender, educational status and marital status of the patients. No association was found between the age , type and duration of illness ,and period of admission. The association of social interaction anxiety with demographic variables such as age (0.842), gender (0.523), education (0.276), and type of family (0.36) were not statistically significant at P The association of social interaction anxiety with clinical variables such as the type of schizophrenia(0.589), duration of illness (0.657), period of stay (0.992) showed no significance at P The above mentioned study also supports that there was no association between the age, type and duration of illness and period of admission. And in the present study, the researcher suggests that irrespective of the age and gender; the people will have to deal with the stressful life events daily hassels which consequently affects the social decompensations which will be varying from one another and hence their perception towards the social skills might be different. And on the other side, the educational status; the participants may not have the capability to understand the social skills training it’s importance. For the other variables, type of family, type of schizophrenia, duration of illness, period of stay ; the duration and sample of the study is less. Hence this may be the reason these variables are found as no association in the present study. Similarly as the above ; in the present study there was a significant association with the social interaction anxiety and the marital status and no association was found between age, gender, education ,type of family ,type of illness and its duration and the period of stay. SUMMARY The present study was aimed to assess the effectiveness of social skills training on social interaction anxiety among the patients with schizophrenia. The objectives formulated were as follows:- To assess the social interaction anxiety before and after the social skills training among the patients with schizophrenia. Evaluate the effectiveness of social skills training among the patients with schizophrenia. Associate the social interaction anxiety with the selected demographic and clinical variables. The social skills training was the independent variable and the social interaction was the dependent variable. One group pre–test post–test quasi experimental design was used for the study. The samples include 30 schizophrenic patients. Non probability purposive sampling technique was used. The tool for the data collection consists of the demographic and clinical variables of the patients, and social interaction anxiety scale was used to assess the social interaction anxiety of the schizophrenic patients. The study was conducted at Kongunadu Mana Nala Arakkatalai, Coimbatore for a period of 6 weeks. After the pre-test, the researcher used social skills training as the intervention. The training showed a decrease in the social interaction anxiety for the patients which was assessed by the post test. As on the hypotheses and objectives, data’s were analyzed by using both descriptive and inferential statistics to find out the effectiveness of social skills training on social interaction anxiety among the patients with schizophrenia.. And it tested and proved the formulated hypothesis. MAJOR FINDINGS OF THE STUDY The pre-test and post-test values showed that there was a decrease in the social interaction anxiety among schizophrenic patients. Thus, it was an effective intervention to decrease the communication problems among schizophrenic patients. The calculated paired‘t’ test value for the social interaction anxiety among the patients with schizophrenia was 6.067. This value was greater than the table value (1.672) and‘t’ value was significant at 0.05 level. Thus this finding implies that there was a decrease in social interaction anxiety after social skills training. The association of social interaction anxiety with selected demographic and the clinical variables using chi square test shows that; among the calculated chi square values for demographic variables, marital status had a significant association at P CONCLUSION The conclusion drawn from the study is as follows:- The statistical analysis proved that, the social interaction anxiety of the patients with schizophrenia was decreased after social skills training. Thus, social skills’ training is a good intervention to improve the social skills among the patients with schizophrenia. IMPLICATIONS The present study contributes to nursing practice, nursing education, nursing administration and nursing research. The social skills training can be used to decrease the social interaction anxiety among the patients with schizophrenia. Nursing Practice The social skills’ training is an effective therapeutic technique to improve the social skills of the patients. In the nursing practice, the Psychiatric nurses as teachers or trainers can work collaboratively with their patients for behavioural modifications such as increasing socialization, improving assertiveness. The decrease in the social interaction anxiety will improve the communication pattern of the patients which in turn help them to improve their day to day life. By using this training ; nurses can overcome the social difficulties of their patients and help them achieve higher levels of psychosocial adaptation. Nursing Education. The nurse educator can encourage the staff to implement the social skills training technique for the patients in an active and more lively manner. The nurse educator can make the staff nurses , to understand about the social skills training and thus to deliver an effective and good quality of care to their patients. Nursing Administration. The nurse administrator can initiate the social skills training in psychiatric units. The nurse administrator can implement the social skills training as a group activity among the patients. Nursing Research. The nurse researcher should explore the factors that are contributing to the lack of social skills in the hospital environment among the patients with schizophrenia. More researches should be encouraged to assess the effectiveness of social skills training in all the areas of communication. LIMITATIONS The time period of the study was very short to assess the behavioural change of the patients. The study was conducted for one aspect of the social skills. The study was conducted with the limited number of samples. RECOMMENDATIONS. A comparative study can be done with the experimental and the control group. A longitudinal study can be done with large number of samples in different settings. Further research can be conducted focusing the other aspects of social skills. A comparative study can be done with the other behaviour modification techniques.

Dennis Potters Blue Remembered Hills :: Dennis Potters Blue Remembered Hills Essays

Dennis Potters' Blue Remembered Hills A.E. Houseman’s poem looks back at childhood as a â€Å"land of lost content† meaning that when you are a child you are innocent and you don’t have a care in the world. Also he says that childhood is a â€Å"happy highway where I went / and cannot come again† meaning that they are the best years of your life but you can never go back there. Dennis Potter took the poem and turned it in to a play about a group of children who were on there school holidays in the forest of dean in Gloucester. Potter is asking if childhood is such a land of lost content and is children so innocent. The poem was set in the summer of 1943 and there were 5 boys and 2 girls who were played by adults. The first person we meet is Willie who is playing at being a spitfire. Next we meet peter who is a bit of a bully. There is Audrey who is a bit of an ugly tag-along and then there is Angela who is a pretty girl who orders Audrey about. There is also Raymond who has a stutter and John he is a bit of a hero and is number 2 last there is Donald he is a bit of a pyromaniac. In the play the behaviour is realistic because that is what they would really do if they were in the forest of dean. They do things that only children do for example in scene 5 Donald, Angela and Audrey are fanaticising about being adults and are playing houses. Also they laugh about knickers being made out of silk. John and peter have a fight in scene 11. It all started in scene 10 Raymond was standing on his head and Audrey shouted that there was blood in his ear and John was standing up for Raymond and Peter was trying to make Raymond loose and then they get in to a fight and John won and peter was running away â€Å"Run, babby, run!† and peter ends up in the old barn talking to Donald. In this part of the play Dennis Potter is trying to make them look as if they are not so innocent. They are being deliberately cruel when they are trying to knock a squirrel out of a tree and they eventually knock it out and kill it. An incident of when they are unintentionally being cruel is when they trap Donald in the barn when Donald is starting a fire in amongst the hay.

Cache Level Essay

Describe the purpose of ONE (1) setting that is statutory provision for each age range. A statutory provision for under 5’s could be a nursery as it is fully funded by the government. The government dictates that education must be provided for all children under 5 although it is the parents’ wishes to send children to nursery. The intention of a nursery is so that they educate the children before they start school, also they can help develop their social and their motor skills so that they are nearly fully developed ready for starting school. The role of the school is to support parent’s wishes and access children’s educational needs. â€Å"The Foundation Phase is a statutory framework for children aged 3-7 in Wales. At our school we are committed to the holistic development of each child, looking at where they are in their stage of development and teaching them the skills they need to reach their full potential†-(http://www. cogannursery. co. uk/#/curriculum/4540401886)-10/10/12 A primary school is a statutory provision for ages between five and seven. This setting provides full time education by following the national curriculum â€Å"The National Curriculum, taught to all pupils in state or maintained schools, is made up of blocks of years, known as key stages† – All local authorities in England and Wales must provide a choice of schools for children to attend. D2: Describe the purpose of ONE (1) setting that is a different type of provision for each age range. A different provision for under 5’s could be a private nanny, a private nanny works in the home of the children and lives in or out of the home depending on the parent’s decision. A nanny looks after children from birth onwards although this depends on the parents’ wishes. Nanny’s work in a private working agreement, so the parents of the children pay the nanny directly and also pay their taxes and national insurance. A purpose of a nanny is so that in out of school hours the children are looked after and cared for; a nanny is purposed for busy working class parents. â€Å"Nanny is responsible for the entire care of the children of their employers. This includes anything from washing the children’s clothes and tidying the children’s rooms, to supervising homework and preparing children’s meals, as well as taking children to and from school and activities. A nanny is available 24 hours a day, unless their employment contract states otherwise. †- (http://en. wikipedia. org/wiki/Nanny)-10/10/12 A different provision for children between five and seven could be an out of school club. An out of school club doesn’t educate children although they do offer a range of activities. It is the parent’s choice to use the school club as it is fully paid by the parents. All out of school clubs follow health and safety rules. â€Å"Our aim is to provide quality accessible  out of school childcare offering a range of play activities in a friendly and  welcoming atmosphere. †- (http://www. debsoutofschoolclubs. co. uk/ )- 15/10/12 D3: Describe the work of a professional or an agency working with children. A professional role which would work with children would be a children’s nurse. A nurses’ role is varied and sometimes challenging. Support is a major factor for the role of a nurse; children’s nurses will work as part of a team including doctors, hospital play staff, radiographers, healthcare assistants, new-born hearing screeners, psychologists and social workers. â€Å"This branch involves everything from nursing a sick new-born to an adolescent road accident victim. The challenges are very varied, with family care and support a key element. †- (http://www. nhscareers. nhs. uk/explore-by-career/nursing/careers-in-nursing/childrens-nursing/ ) A Children’s nurse helps and supports children by evaluating patient needs to provide the best possible care. Nurses also support families of the patients they educate and advise children about treatments and implications also to provide support and training to help deliver follow-up care at home. â€Å"It is a privileged position which allows you to help families when they can be at their most vulnerable†- (http://www. dayinthelife. org. uk/Default. aspx? pageid=322) D4: Describe how to keep information about children and families confidential. It is important to be confidential as it is a legal requirement in some cases. The policy for confidentiality means that information about children or families should not be shared amongst others. Everyone who works in a childcare setting must know about the confidentiality policy and follow the rules. The policy also states that all information and facts about the child must be stored in an secure safe place, information and facts about each individual child should be stored and locked away and only to be used when needed by the teachers or staff when given permission. Contact details of each individual child should be stored away this includes their name, age, number, address etc. Also other paperwork of each child should be stored away too, such as school reports, grades/levels, medical notes, etc. â€Å"Anyone working with young children, whether in a nursery setting, a school or in a family home, will need to practice confidentiality. Confidentiality is respect for the privacy of any information about a child and his or her family†- An Introduction to Childcare and Education, Carolyn MeggItt, Jessica Stevens, Tina Bruce, – ISBN 0-340-78007-X, – 215pg- Monday 8th October 2012 (Date Found), Year 2000 Published. D5: Explain how to prepare to work in a placement with children. To prepare for work placement with children always be prepared, call placement at least two days before you start to confirm what time you are due in and finish and what you are supposed to wear and bring to placement. When meeting you supervisor for the first time always make sure you look neat and tidy, by tying your hair back, make sure nails are short and well cared-for, wear natural make up or none if possible, take all excessive jewellery out e. . facial piercings, also dress appropriately e. g. smart pair of trousers/leggings, with a black or white t-shirt/polo shirt, jacket or cardigan and a sensible black pair of shoes. D6: Give TWO (2) different ways in which you can show that you understand the importance of valuing each child as an individual. There are many ways of treating children as individuals. As a practitioner you could meet the child’s needs by talking to a child one to one as this could stren gthen the child’s self-confidence and esteem. Every child learns differently a child could learn by auditory (Listening, being told things), kinaesthetic (doing practical activities), visual (being shown things or remembering information by drawing) or read/writing learning (prefer to read instructions than being told what to do), as a practitioner you need to be aware of this. Going down to a child level could make it easier for them to understand the task being asked as they will feel more comfortable and also the teacher can understand what they find difficult. Listen to the child and treat them accordingly to their wishes and needs. All children should be treated equally and activities set differently according to their abilities. When planning an activity at the setting I must make sure that each child participates in the activity like making â€Å"Christmas â€Å"cards, some children do not celebrate Christmas so find another sort of celebration card or activity for them to do. Diversity could be shown within children nurseries creches, day-cares and schools. Every child had different religions and beliefs to follow so encouraging children to understand the different religions and beliefs to understand why other children celebrate these other celebrations. Practitioners and teachers should do certain activates with the children which involve different religions so the children have more of an understanding of the religions around them e. g. do painting activities including different symbols of religions, playing games from religions, reading books of religions etc. C1: Give TWO (1) examples of when you should refer information about children and families to professionals in the setting. You should only share information about a child and their family if you are concerned that the child is in harm, this could be through abuse, neglect or violence. If you have concerns that a child may be in this situation you should inform a higher member of staff who then can contact the police and social services. Social services and police work together as a multi-agency which is where two or more agencies work together to make an impact. If a professional in a childcare setting may be concerned that a child is in danger, or has seen any bruises of physical abuse he/she should report it to a higher member of staff. A professional may also reveal confidential information to other staff/professionals if it may put other people/children in harm or it may affect the child’s behaviour and emotions such as stress within the family. Another example of when a professional might share personal information is when a Childs routine may be changed e. g. changes have been made to picking up or dropping off a child. Staff would need to know this information as so they are able to let the child go at a differ time or with another guardian or the child. B1: Explain why the first impressions that you make in the setting are important. The first impressions when starting placement first time is important because this is what you are remembered by and what people judge u on. You should wear appropriate comfortable smart clothing which is suitable for when doing activities with the children. Most nurseries/day cares expect their employers and practitioners to dress smartly e. . black trousers, white smart shirt. A good appropriate attitude is also important when making a first impression; you should be enthusiastic eager and always make sure you look like you’re enjoying yourself whatever you’re doing. Making a good impression shows that you value the job/placement. Team work is needed through of life it’s a needed life skill it is important especially when working with children. B2: Explain suitable ways in which you can show positive attitudes when working in a childcare setting. Within a childcare setting you can show a positive attitude by involving yourself with the children. You should wear suitable comfortable clothing for working with children, this might be a pair of stretchy smart trousers and a white polo top and a pair of black smart shoes. A: Explain the importance of keeping information about children and families confidential. It’s important to keep information about children and families confidential at all times. As practitioners you are never to discuss matters or concerns about children and their families outside the working environment. It important to maintain confidentiality about children and their families secure and safe as it is your responsibility as a professional. When sharing information about a child or their family you’re not just breaking the rules and policies of you working placement you are also putting a child at risk and harm. A*: Reflect on the importance of recognising your own learning style and using this knowledge effectively in your studies. After learning about learning styles I found out that my learning style is visual, this mean that I would prefer to learn through seeing e. g. eing shown things through pictures, slide shows and diagrams. Recognising your own learning style will help you by finding out the best way for you to learn and understand things. There are three different types of learning styles such as visual, auditory and kinaesthetic. Visual learning style mean that you learn better by recognising things e. g. pictures, posters, watching a programme. Auditory leaning st yle means that you learn better and understand more by listening to other people. A kinaesthetic learner learns by practical learning for example moving around and doing the activity not just writing notes about it. Bibliography http://www. cogannursery. co. uk/#/curriculum/4540401886 – 10/10/12 http://en. wikipedia. org/wiki/Nanny -10/10/12 http://www. debsoutofschoolclubs. co. uk/ 15/10/12 http://www. nhscareers. nhs. uk/explore-by-career/nursing/careers-in-nursing/childrens-nursing/ 15/10/12 http://www. dayinthelife. org. uk/Default. aspx? pageid=322 23/10/12 An Introduction to Childcare and Education Carolyn MeggItt, Jessica Stevens, Tina Bruce, ISBN 0-340-78007-X, 215pg- Monday 8th October 2012 (Date Found), Year 2000 Published. Word Count 1,497

Debate whether downloading of music through the internet is ethical or not Essay

Music is one of the countless arts that represent the world as it is and sometimes much better- what it should be. Aside from this cliche, the world of music is being torn between legal issues of piracy and what others claim to be the inherent natural rights of individuals who would want to listen to music- free access. The internet provides one of the most free access portals for those who would want to have the music of their choice, but the question remains- is it ethical to get something for free when it is legally established to have a tendering value? In more simple terms- is it ethical to steal music online? Joseph, Francis, Angelo, Kairos, Karina and Angelina have been friends for almost a decade now. They met in their high school years, now they have decided to pursue different paths for their college education. Joseph entered college under a program of business administration; Kairos pursued a similar course under the program of economics. Karina and Angelina who both shared undying passion specialized in two major art subjects. Karina studied arts and letters; while Angelina enrolled in a program of music. Angelo, the techno savvy of the group enrolled to be an information technology specialist someday. And lastly, Francis the most authoritative of them all enlisted in the police academy to become a member of the police force someday. All of them are happy in their pursued lives, but there are things that remain the same –their friendship and their enthusiasm to listen to music. It became a habit for them to meet up during weekends to catch up over dinner, share a couple of laughs and go back to their mishaps and fun times when they are still in high school. In one of their dinner at Kairos’ place, they chose to play a concert video of Alicia Keys; but then something happened to Angelina†¦ (against) Angelina: Kairos, this is a nice DVD where did you get it? I did not know that they have already released this one. (pro) Kairos: They already have that one in Danton’s record bar down the street, but it is pretty expensive. I did not bought it, Angelo got it, (joking) it is no secret†¦our friend has pretty cool tricks in front of a computer. (pro) Angelo: Hey man, stop bragging about it. I might end up downloading whole day for these guys. It is pretty boring man, if it’s not free, I won’t bother at all. (pro) Kairos: Hey Angelina, are you ok? Do you feel something wrong? Or are you just too mesmerized with the glories of downloading? (against) Angelina: You’re unbelievable†¦ (pro) Karina: Hey Kairos, I think you hit a wrong†¦very wrong button. (pro) Kairos: huh? (against) Angelina: You are unbelievable! You are to busy computing how much you can save you became a common thief. (pro) Kairos: Are you serious? What did I do? (against) Angelina: You have practically stolen something and yet you act as if nothing happened. You and Angelo you both favor convenience without its obligations. (pro) Kairos: I did not steal anything; do not put that on me. Angelo is the one who downloaded. But still, I cannot see your point why you are overacting. (against) Angelina: Ok, I will indulge you and downloading accomplice in the implications of what you have done, shall I get started? Downloading is stealing because- (Angelo interrupts). (pro) Angelo: It’s free, get a computer and link it to the internet. You will find there it’s free; you cannot steal something which is free. That’s the glory of it, free downloading it is FREE and logically it will be free even from your so- called obligations . (against) Angelina: That is not the point, the point is just like any other form of art Alicia Keys’ concert is the result of her hard work and even painstaking attempts to create something exemplary beautiful. You stole that from her by not buying the original copy of her concert and opting to download a mere duplicate of her work. (pro) Kairos: Last time I checked recording companies, reap off a lot from the original copies, not the artist. The competition between record labels is too superficial for ordinary citizens, just like me and Angelo to purchase the original copy. Original copies are too expensive; it is like a monopoly of record labels, prices do not compete . And with what I learned, the recording industry without competition is no longer viable as a form of market. (against) Joseph: Excuse me, but I think the likes of you and Angelo are the reason for the increase in the prices of original copies. Companies compensate for their losses from free downloads and other forms of piracies . Kairos, above everyone else in this room you should know that, your studying economics right? (pro) Kairos: Yes I am, what you are saying is profit making. I am standing on the notion of free. (against) Francis: Come one man, what you claim to be free as contested by Angelina is not free at all; I think, you are using the word in a wrong way. (against) Angelina: You cannot financially categorize the works of others for your benefit. It is true that the music industry is highly privatized. And it has a very good reason to do so; music is private in the sense that it is the fruit of the musician and singer. The prices are high simply because music is an innovation in its simplicity . The creation of an innovation is one thing, but guarding and protecting it from the likes of you and Angelo is another thing. (pro) Karina: I don’t know for music which is highly commercialized, I think individuals who want to access into a form of art should be allowed to do so as long as it is permitted by the artist. I doubt that a real artist would deny such privilege. (against) Angelina: Karina, you are an artist yourself or at least someone who is aspiring to be. How can you reach your dreams if your early first steps are being trampled by piracy such as that experienced by starting out musicians in free music downloading? (pro) Karina: Pirated works are usually that of already â€Å"made† stars, free downloading has minimal effects to starting musicians since their works are not there in the first place . Websites do not host unpopular music files. As a matter of fact, only 1% of websites have more than 50% of the general traffic in the internet . In short, starting bands are usually and probably exempted. (pro)Angelo: What Karina told is true in both statistics and even in logic. Angelina, some starting bands even welcome the idea of being pirated simply because it is a good venue to be established in the music industry which is dominated by bigger music labels . (against) Angelina: No matter what statistics you would use, it is unethical because it is stealing in the first place and will forever be stealing. (against) Francis: It is true that it is stealing but only through a different way such as the internet . That difference makes some individuals assume that they are doing nothing wrong, but actually they are. (pro)Kairos: Well, we can look at this issue through multi perspectives and that what makes it problematic. We can argue regarding this issue for a long time, but nonetheless we will never arrive at a common ground. (against) Angelina: So guys, since the topic can be debated indefinitely can we just leave the topic alone and continue to live according to our principles and promise to compromise in the presence of another contradicting principle? (against) Angelo: Hey, what friends are for? All agreed to give up on the debate and just enjoy the rest of the night with stories that would allow them to catch up with each other. Their circle of friendship grew stronger after such a healthy debate; all of them without exemption learned to compromise. Impact Statement: The issue of free downloading music through the internet can be debated on different point of views and starting points. Due to this nature, up to date the debate whether music should be a free enterprise at some levels is still questionable. Issues on it being ethical are not solely debatable in the light of being a free enterprise or a private intellectual property; it can also be debated on the perspectives of economics and profiteering. There are countries that allow free downloading of music such as China, so in terms of citizenship in relation to the issues on ethics behind free downloading of music the countries ruling are still the end of it all. No matter how long debates can be, it can only affect public opinion; nonetheless the law will still hold. After watching this group of friends argued on the topic. It can be said that the main question is wrong and prejudicial. â€Å"Is it ethical to STEAL music online? † should be replaced by â€Å"Is it ethical to DOWNLOAD music online? † Bibliography 123HelpMe. com. â€Å"Copyright Laws, Napster and Personal Ethics. † www. 123HelpMe. com. 30 April 2010 . Albert, Pete. Music Piracy: Is downloading music ethical? 2010. 30 April 2010 . Arrington, Michael. â€Å"Stealing Music: Is It Wrong Or Isn’t It? † 31 March 2009. Techcrunch. com. 30 April 2010 . Easley, Robert. â€Å"Ethical Issues in the Music Industry Response to Innovation and Piracy. † Journal of Business Ethics, Vol. 62, No. 2 (2005): 163-168. Johnson, Eric J. , et al. â€Å"On the Depth and Dynamics of Online Search Behavior. † Management Science, Vol. 50, No. 3 (2004): 299-308. Storey, Michael. Music Piracy: Is downloading music ethical? 2010. 30 April 2010 .

Hurrican Katrina Mission †Humanities

Hurrican Katrina Mission – Humanities Free Online Research Papers It is September 6, 2005 and Hurricane Katrina has devastated the gulf coast. The disaster is more than relief efforts can adequately address and the scene is chaotic. I have been asked to assemble a team of 8 to fly tomorrow to Mississippi for 3 weeks to rescue the abandoned animals. Preliminary Plan Our group the Katrina Animal Rescue Team (KART) will be working in collaboration with the National Animal Rescue Agency to rescue and transport injured and displaced animals in the area, to animal shelters across the Nation. Team members were chosen based on their familiarity with extreme animal rescue cases, emotional stability, self-management, and critical thinking skills. Once our group arrives in MS, we will setup our base camp. This is where we will eat, sleep, and hold meetings. This is also where our rescued animals will be housed, until final transport from the National Animal Rescue Agency arrives. These arrivals are set to occur periodically, every 3 days in order to have continued space for additional rescued animals. Preparation During the 4 hour flight from Boston to MS, I chose to brief my team. We outlined the goals of the mission to rescue displaced animals that can be transported safely. While continuing to keep team members safe at all times. Members were assigned smaller teams and specific responsibilities for the following 3 weeks. In addition each member was provided with a walkie-talkie cell phone with our group doctor’s number saved in speed dial, in case of emergency. KART The team I have assembled to address this issue includes six highly trained emergency veterinarians, a Doctor, and myself. The team will be prepared during the flight to Mississippi and divided into four smaller teams of 2. Team 1: Search and Rescue This team will consist of two vets. They are responsible for finding and identifying animals that can safely be transported to our base camp. This team is also responsible to preparing the animals for transport. Team2: Transportation This team will consist of two veterinarians, responsible for bringing abandoned animals to base camp for further care. This team will be in constant contact with team 1, for pickup information. Team 2 is also responsible for transporting any injured team member to base camp or a doctor. Team 3: Maintenance Care This team will consist of 2 veterinarians, stationed at our base camp. This pair will care for rescued animals temporary, until National Animal Rescue’s periodic pickups. Team 4: Doctor Myself As stated before the doctor will be available to group member in need of medical attention. He will also be responsible for contacting National Animal Rescue to coordinate periodic pickups of our rescued animals. In the case here a team member was injured in the field and the Doctor was needed. I would assist the team who lost a member and a member of Team 3 would be responsible for contacting National Animal Rescue. Leadership As group leader I would adopt the role of coach mentor, team builder, technical problem solver, and strategic planner. In order to convey these roles effectively to my team I use the consultive leadership style dominantly during the mission. The autocratic style will be saved for moments requiring fast decisions i.e. someone is injured, flooding at base camp, etc. During the course of the 3 weeks KART will check in periodically after each National pickup. In these sessions each team will share the issues and conflicts that have arisen during the past 3 days. As a group we will determine possible solutions that can be used over the next period. All of this info will be documented in meeting notes. We will also evaluate whether the suggestion from our last check in were effective. This system will provide group members with continuous support systems and feedback. These sessions will also be used to maintain and strengthen group morale. By incorporating ice breakers and team building activities trust and relationships are formed. This will help us sustain a high performance level over the next 3 weeks Assessment The success of our mission will be assessed on a couple of levels. The first assessment would be based on our performance. Statistical information stating how many animals were saved per period, and the amount of change per period, etc. This information would show whether or not the group adapted to the situation, after arrival. Also these results would show whether suggestions and solutions shared during group meetings affected the effectiveness of our rescue. The second assessment would show how well the group worked as a team. Members will reflect on how helpful they found group suggestions and their work environment. In addition a small scale 360-degree feedback would be administered, to assess the effectiveness of my leadership throughout the mission. Inputs from group members and our contacts with the National Animal Rescue Agency will be used for the assessment. Research Papers on Hurrican Katrina Mission - HumanitiesResearch Process Part OneThe Hockey GameThe Project Managment Office SystemGenetic EngineeringThe Fifth HorsemanThe Relationship Between Delinquency and Drug UseMarketing of Lifeboy Soap A Unilever ProductBionic Assembly System: A New Concept of SelfHip-Hop is ArtQuebec and Canada

Persuasive Essay on Gun Control

Persuasive Essay on Gun Control Persuasive Essay on Gun Control English teachers encourage students to look for controversial issues in society on which to base a persuasive essay. The reason is that the teacher wants a topic that can be easily debated on either side of the issue and that brings forth strong emotions from both sides. The purpose is to help students organize and express ideas in a clear and coherent manner. One such controversial issue is gun control. One side of the argument is that the policies for owning and using guns should be stricter. One who holds such a position might argue as follows: It is very unfortunate that people are losing their loved ones due to the misuse of guns. While guns should be used to enhance security of people in a society, the same guns have been using in perpetuating crimes that have worsened the security status of many countries. In order to eradicate the issue of insecurity, guns should be used only when necessary. In this case there is a need to put in place policies that will ensure that gun use is properly controlled. In addition to this example are suggestions below on how to write a persuasive essay on gun control. Suggestions on How to Write a Persuasive Essay on Gun Control: First, determine what your position is on gun control. Next, plan the major arguments in support of your position. Be sure to offer explanations, facts and statistics, as well as examples. You can even include anecdotal material. Do not forget the â€Å"so what† factor. In other words, make certain to get the reader to see why it is important to that individual’s personal life. Secondly, when preparing a persuasive essay on gun control, the writer should explain the reason why guns are in the hands of the people. Constitutional rights can be discussed as to the original intent and modern interpretation of those rights. In addition, the writer can point out reasons why people should respect the sanctity of life and the right of every human being to be alive, regardless of ones stance on regulations involving gun control. Next, the writer can help the reader to explore whether everyone should have a right to own and operate a gun. For example, should criminals be permitted to own and use a fire arm? What about individuals with mental health issues? While every person is entitled to security, not all people should be issued guns. This is the reason why governments put into place stringent measures for applying for and purchasing weapons. Additionally, the writer can remind the reader that cooperation between civilians and the police is important in following the due process for acquiring guns. Regulations and the need for regulations can be explored in this context. Preparing a persuasive essay on gun control is not as easy as one may think. Emotions run high. On one hand is the need to protect oneself and even ones country. Furthermore, some individuals use weapons for sport, such as range shooting or hunting. However, there are safety issues where someone acts out anger or frustration by pulling a gun and shooting the other person. In addition to that are issues with criminals. Some say that guns should be better monitored to keep them out of the hands of those who would harm society, while others argue that those who break the law will obtain guns anyway. However, regardless of what side of the issue you choose to support, you will need to make your position clear and your arguments strong. Moreover, you will need to convey your ideas in a clear and compelling manner. Feel free to succeed in persuasive essay writing with !

Story Analysis of Popular Mechanics by Raymond Carver

Story Analysis of Popular Mechanics by Raymond Carver Popular Mechanics, a very short story by Raymond Carver, first appeared in Playgirl in 1978. The story was included in Carvers 1981 collection, What We Talk About When We Talk About Love, and later appeared under the title Little Things in his 1988 collection, Where Im Calling From. The story describes an argument between a man and a woman that rapidly escalates into a physical struggle over their baby. Meaning of the Title The title of the story refers to the long-running magazine for technology and engineering enthusiasts, Popular Mechanics. The implication is that the way the man and the woman handle their differences is widespread or typical that is, popular. The man, woman, and baby dont even have names, which emphasizes their role as universal archetypes. They could be anyone; they are everyone. The word mechanics shows that this is a story about the process of disagreeing more than it is about the outcome of those disagreements. Nowhere is this more evident than in the final line of the story: In this manner, the issue was decided. Were never told explicitly what happens to the baby, so its possible there is a chance that one parent managed to wrest the baby successfully from the other. However, the parents have already knocked down a flowerpot, a bit of foreshadowing that doesnt bode well for the baby. The last thing we the audience see is the parents tightening their grip on the baby and pulling back hard in opposite directions.   The parents actions couldnt have failed to injure him, and if the issue has been decided, it suggests that the struggle is over. It seems most likely, then, that the baby was killed. The use of passive voice is chilling here, as it fails to assign any responsibility for the outcome. The words manner, issue, and was decided have a clinical, impersonal feel, focusing again on the mechanics of the situation rather than the humans involved. But the reader wont be able to avoid noticing that if these are the mechanics we choose to employ, real people do get hurt. After all, issue can also be a synonym for offspring. Because of the mechanics the parents choose to engage in, this child is decided. The Wisdom of Solomon The struggle over a baby echoes the story of the Judgment of Solomon in the book of Kings in the Bible. In this story, two women arguing over a baby bring their case to King Solomon for resolution. Solomon offers to cut the baby in half for them. The false mother agrees, but the real mother says shed rather see her baby go to the wrong person than see it killed. By her selflessness, Solomon recognizes who the real mother is and awards her custody of the child. But there is no selfless parent in Carvers story. At first, it appears the father wants only a photo of the baby, but when the mother sees it, she takes it away. She doesnt want him to have it. Angered by her taking the photo, he escalates his demands and insists on taking the actual baby. Again, he doesnt really seem to want it; he just doesnt want the mother to have it. They even argue about whether theyre hurting the baby, but they seem less concerned with the truth of their statements than with the opportunity to hurl accusations at each other. During the story, the baby changes from a person referred to as him to an object referred to as it. Just before the parents make their final pull on the baby, Carver writes: She would have it, this baby. The parents want only to win, and their definition of winning hinges entirely on their opponents losing.  Its a grim view of human nature, and one may wonder how King Solomon would have dealt with these two parents.

Human resource issues (A REPORT) Essay Example | Topics and Well Written Essays - 2000 words

Human resource issues (A REPORT) - Essay Example Organizations that display this commitment are also characterised by a distinct culture of service leadership and role modelling by top management. It is probably more difficult for competitors to duplicate high performance human assets than any other corporate resource. In both the industry, the way service is delivered by this human resource can be important source of differentiation as well as competitive advantage. In addition, the strength of the customer/frontline staff relationship is often an important driver of customer loyalty (Bove & Johnson, 2001). Service staff plays a key role in anticipating customers needs, customizing the service delivery, and building personalized relationships with customers with ultimately lead to customer loyalty. Highly motivated employees remain at the core of service excellence and becoming a key variable for creating and maintaining competitive positioning and advantage (Hemp, 2002). The important impact of service staff on customer loyalty w as integrated and formalized by James Heskett and his colleagues (1994) in their research on the service-profit chain. The authors demonstrate the chain of relationships between; Unlike manufacturing, all the service staff in hospitality or retail industry remains in continuous contact with customers and Schneider & Bowen (1993) shows that employee satisfaction and customer satisfaction are highly correlated. Organisations have opted various HR tools and practices over the year to attain the success. Attractive compensation packages are used to attract good quality staff. Broadened job designs are accompanied by training and empowerment practices that allow frontline staff to control quality. With more focussed recruitment, more intensive training, and better wages, employees are likely to be happier in their work and to provide higher quality, customer pleasing service. Regular customers also appreciated the continuity in service relations resulting in lower

Responsible Corporate Governance Ayuso and Argandona (2007) Assignment

Responsible Corporate Governance Ayuso and Argandona (2007) - Assignment Example Evaluation criteria marking are marked on a scale of 0-10 where 9-10 is excellent, 7-8.9 is notable, 5-6.9 is passed and 0-4.9 failed. Coca-cola Company has been awarded 9 in the scale of marking criteria due to its global market existence and recognition. Coca-cola has established its roots in many countries in almost all the continents. Coca-cola has most consumers and recognition compared to most of the existing soft drinks globally. The company has created great employment opportunities due to its establishment in many countries. 1. Evaluation criteria marking assist an organization to know its category and performance according to the provided scale. This will help a company to set objectives on how to improve or maintain their position. 1. Companies which find out that they are marked high on the scale may embrace laxity tending to maintain their daily practices while modern methods of management emerge on daily basis. This may have a negative impact in future. Coca-cola company is a global manufacturer and retailer of beverage based in Georgia, united states. The coca-cola company comprises many brands and products but the core product is the coca-cola drink. Various types of media are used in order to advertise the coca-cola brand in general and coca-cola drink in particular. These types of media include visual and published media. This has helped the brand to reach global markets which is considered as a huge success. The company aims at profit maximization and all efforts of the company are directed towards the achievement of this primary objective. The company has been able to expand its roots in various countries. The companies have their specific objective which one of them is to create awareness of the product to each and every person thus resulting to great sales of the product. This is the selection of different ways used for the evaluation process. Evaluation

Business Function and Processes. (Coca Cola Company) Research Paper

Business Function and Processes. (Coca Cola Company) - Research Paper Example Because of the multidisciplinary nature of developing a design for a new product or service, most managers in this company considered risk calculations inappropriate within such a broadly creative and developed environment. This paralleled most scholars’ view that design is something that reflects both inner and outer environments of a firm with the interface between the two becoming that that meets the preferred objectives (Chiu, 2005: 6-7). This paper will seek to evaluate critically the implications of developing a decision to design and deliver a new product or service with which to enter either a domestic or an international market. Indeed, it is a heard task. The largest number of companies enters different geographical or international markets as a stratagem of finding and getting new customers. A product may be in maturity stage in one market while it might be in the introductory level in another. Making some product modifications like changing its size or packaging de sign can also prolong the maturity stage of the product. However, introducing a new product is a completely new story (Brooke and Mills, 2002:72). Every product must move through the four stages of a product life cycle, which include introduction, market growth, market maturity, and sales decline (Mohr, Sengupta, and Slater, 2009: 56-57). Therefore, when deciding to introduce a new product or service into the market, company decision makers must resolve to look into the kind of implications the new product will pose to pervasive issues affecting the company. Sustainability When Coca Cola is introducing a new product into the market, it means challenges and opportunities. A new drink going into the market must pass through the introductory stage of a product life cycle whereby, customers are not aware of the product and are certainly not looking for it. Coca Cola Company will likely operate at a loss because it is investing the new drink that is bringing in minimal sales. This new dr ink can pass through this life cycle stage commonly referred to as â€Å"kick them back† with much ease since Coca Cola is a large, well-known company and has many means of advertising a new product. This means that, when deciding to introduce a new drink, Coca Cola has the advantage of sustainability. This is because, when the drink enters the second stage of a product life cycle, market growth, its sales will increase at a quick pace (Daft, 2009: 280-82). At this stage, Coca Cola should make sure that the product moves through this stage at a slow pace since currently, customers are deriving satisfaction from the drink and continue to purchase it. As competitors start entering the market, they will try to imitate the product or make it better and at the process, the profits realized from its sales will start declining. At this stage, the drink maturity takes place when the industry sale level off and competition starts to grow stiffer. In some cases, some companies drops ou t of the market probably because that are inefficient and cannot withstand stiff competition. Decision basing introduction of a new drink must stage strategies on how overcome kick them back stage and withstand competition by engineering ways of establishing survival tools (Brooke and Mills, 2002:119). In order to achieve introduction of a vital new drink decision, Coca Cola’s design must cover the drink design, process selection, capacity planning, design of work systems, facility layouts, location planning, as well as decision analysis. The decision must bear in mind that satisfying customers begins with the new drink design

ETHICS SAFETY AND SAFETY MANAGEMENT Essay Example | Topics and Well Written Essays - 2000 words

ETHICS SAFETY AND SAFETY MANAGEMENT - Essay Example The powder is collected in a receiving vessel (hopper) from where it can be used in a further stage of the process. The receiving vessel is fitted with a filter to allow the air used in the pneumatic conveying process to be separated from the powder which collects in the receiving vessel. This pneumatic conveying system differs from a normal pneumatic conveying system in that the receiving vessel is placed above the blow tank system. A pipeline is used to transfer the pharmaceutical powder, Pharmex from the blow tank to receiver vessel to some distant area. A filter is used at the receiver tank and finally the powder settles down. The air compressor feeds the system with air under a desired pressure. In figure 1, the relief valves and the regulator valves are shown as PRF and NB respectively. Introduction Risk assessments are conducted in order to identify any fire & explosion hazards before the commencement of a process. Control of Substances Hazardous to Health (COSHH) (Health and Safety Executive, 2003) regulations is a useful tool for this work. It is imperative that employees be prevented from exposure to hazards. Implementation of COSHH regulations leads to: i. Higher productivity and efficiency by the use of more effective controls. ii. Improved employee morale. In this exercise, we will try to find out where there is enough powder present in this process for explosion to occur. Powder more than 80 gm/m3 is quite enough to have an explosion. The plant has powder transported from one area to another area by blowing it, which means the pipeline has the mixture of powder and air and thus possesses the potential of explosion. Explosive Atmospheres In pneumatic conveying system, workplace air and Pharmex can form the explosive atmospheres and this condition can be classified as hazardous area according to DSEAR (DSEAR 2002, SI 2002/2776). Therefore special precautions over ignition and fuel sources are required to prevent fire and explosions. Non hazardous ar ea outside the workplace needs risk assessment as well. Hazardous areas are further classified as Zones which are included in DSEAR. When we talk about dangerous substance and explosive atmosphere regulations then we look at Zone. Zones Pharmex and air form a mixture in the process. Pharmex is susceptible to explosion. The mix of air and Pharmex is present continuously in the pneumatic conveyer system. Therefore, the apparatus is considered as Zone 20, according to DSEAR. To start the process we have to put the powder into the plant, as the powder is not present continuously, hence the filling of powder is in Zone 21 according to DSEAR. The proposed equipment for zone 20 is category 1 equipment, following DSEAR regulations. Risk Assessment First, the hazards that have potential to cause harm are identified. Secondly, the risks present to people’s health are assessed. Regarding the conveying system shown in figure 1, the main hazards are fire and explosion. Fire & Explosion Fi gure.2 The above triangle illustrates that igniting and burning a fire or causing an explosion requires three elements mentioned at the edge of the triangle. 1) Ignition source: The ignition source can be directly associated to heat. 2) Fuel: Is necessary for the fire or explosion to burn. 3) Oxidiser: Substances also necessary for the reaction of fire or explosion. Oxygen is the most common oxidiser. The fuel (Pharmex) and oxidation (air) are present at most places in the

The Role Of International Business Practice Essay

The Role Of International Business Practice - Essay Example The company's goals are to extend its position as the leading brewer internationally. This is perceived would be achieved by increasing its share in the domestic beer market and also extend its presence internationally. It is tapping thirsty markets internationally by using two-pronged strategies for growth. These two-pronged strategies include expanding the Budweiser brand globally and simultaneously strengthening equity partnerships with other large brewers around the globe. Since the company produced two-thirds of all beer in the US, it could easily be assumed that the local market was saturated with Anheuser-Busch products. It was evident that the linear growth model that the company has been following for the last so many years will have to be stretched beyond the boundaries of the United States if the company has to make its presence felt.  Anheuser-Busch is focused on its international beer sales to ensure a global footprint. It is for this reason that the company has entere d markets in China, Brazil, and Mexico. This global expansion started in the year 2004 from when the company has started entering markets with growth opportunities and profits. At that time China had the largest population in the world of around 1.3 billion but the annual beer consumption was only 18.5 liters per person. There was a huge void in that market to be filled.  Like all foreign brewers entering Chinese markets, Anheuser-Busch also used multi-pronged strategies.  

Teaching of Socrates Essay Example | Topics and Well Written Essays - 2000 words

Teaching of Socrates - Essay Example The three great Socratic philosophers, Socrates, Plato(www.wsu.edu:8080/dee/GREECE/PLATO.HTM), and Aristotle(www.philosophypages.com/hy/2n.htm), were to be "rediscovered" during the Renaissance(www.absoluteastronomy.com/ encyclopedia/c/ch/christendom.htm) and their rational, practical, and scientific ideas were to influence the thinking and the governmental, religious, and educational institutions of the entire western world" it also says that "Socrates was distinct in inculcating ideas on (a) Ethics(www.nd.edu/Departments/Maritain/etext/jmoral01.htm) that that influenced later Greek philosophers (b) Inductive method of reasoning. (www.cs.miami.edu/geoff/Courses/ CSC545-F05/Content/LogicalConsequence.shtml) (c) Imposed Knowledge is happiness. He believed that knowledge or insight is the foundation of virtue (depthome.brooklyn.cuny.edu/ classics/dunkle/studyguide/apology.htm) and happiness (plato.stanford.edu/entries/moral-character/) (d) Rationalism. Thru reasoning, man can reach the truth. His question and answer method, as described below, caused his students and future philosophers to use thinking as a major way of getting to the truth. Future philosophers and Catholic Saints like St. Augustine and St. Thomas Aquinas delved into his virtue, knowledge and happiness theories and expanded and brought to the next level Socrates' theories by adding their own modern day philosophical theories. In the "SOCRATIC METHOD . Athens(web.utk.edu/utfp/eoc/athens/) became the classroom of Socrates. He went about asking questions of authorities and of the man in the street in order to arrive at political and ethical truths. He questioned groups of his students as a means of instruction, to compel them to think a problem through to a logical(www.roangelo.net/logwitt/) conclusion. His dialectic(www.english-test.net/gre/ vocabulary/meanings/031/gre-words.php) method, or method of investigating problems through dialogue discussions, came to be known as the Socratic method. It involved: 1. SOCRATIC IRONY(depthome.brooklyn.cuny.edu/ classics/dunkle/studyguide/apology.htm). Socrates pretended that he knew no answers. His assumed ignorance or willingness to learn from others was the background for adroit questioning to reveal the t truth or expose the error of the answers he received. 2. DEFINITION(www.thefreedictionary.com/definition). The initial question usually required the definition of the concept. 3. ANALYSIS(www.mdx.ac.uk/www/study/glothi.htm - 101k - 28 Okt 2005). Subsequent questions elicited an analysis of the definition in all its implications.4. GENERALIZATIONS(www.friesian.com/founda-1.htm). After examining all of the particular applications and consequences of the concept(radicalacademy.com/philsocrates.htm), Socrates reasoned, or persuaded his students to reason, from the particular to the general, or by the process of induction, to reach a general conclusion". His style of pretending to know

The Role Of International Business Practice Essay

The Role Of International Business Practice - Essay Example The company's goals are to extend its position as the leading brewer internationally. This is perceived would be achieved by increasing its share in the domestic beer market and also extend its presence internationally. It is tapping thirsty markets internationally by using two-pronged strategies for growth. These two-pronged strategies include expanding the Budweiser brand globally and simultaneously strengthening equity partnerships with other large brewers around the globe. Since the company produced two-thirds of all beer in the US, it could easily be assumed that the local market was saturated with Anheuser-Busch products. It was evident that the linear growth model that the company has been following for the last so many years will have to be stretched beyond the boundaries of the United States if the company has to make its presence felt.  Anheuser-Busch is focused on its international beer sales to ensure a global footprint. It is for this reason that the company has entere d markets in China, Brazil, and Mexico. This global expansion started in the year 2004 from when the company has started entering markets with growth opportunities and profits. At that time China had the largest population in the world of around 1.3 billion but the annual beer consumption was only 18.5 liters per person. There was a huge void in that market to be filled.  Like all foreign brewers entering Chinese markets, Anheuser-Busch also used multi-pronged strategies.  

Compounding Pharmacy Essay Example | Topics and Well Written Essays - 250 words

Compounding Pharmacy - Essay Example In order to answer this question, it is important first do define compounding pharmacy. Compounding pharmacy, as defined by the NABP, is actually â€Å"†¦the preparation, mixing, assembling, packaging, or Labeling of a Drug or Device (i) as the result of a Practitioner’s Prescription Drug Order or initiative based on the Practitioner/patient/Pharmacist relationship in the course of professional practice, or (ii) for the purpose of, or as an incident to, research, teaching, or chemical analysis and not for sale or Dispensing.† (Walkup n. p.) In this case, it is important to note that in compounding pharmacy, ensuring quality must always be top priority (Walkup n. p.). Ensuring quality, which includes obtaining Certificates of Good Manufacturing Practices and Certificate of Analysis (in which a third party testing is used to extend BUD beyond USP standards) will ensure that one can do almost anything, even tailor-made for the patient, ensuring trust with consumers an d profitability. Works Cited Walkup, Kenny. An Introduction to Independent Community Pharmacy Ownership. Specialty Medicine Compounding Pharmacy, n. d. PowerPoint file.

Customer Relationship Management in Banking

Customer Relationship Management in Banking ABSTRACT Today the world is globalized and customers are well educated and well informed. This has increased the competition among the firms and organisations. The competition elevates the customer bargaining power and switching power to choose the best product and service. Therefore customer relationship has become a focus of importance to all the companies in order to retain the customer as well as maximize revenues. Today marketing is no more developing, delivering and selling of goods and services, it is moving towards developing and maintaining long term relationship with customers. Therefore relationship marketing has making its important in all the business sectors so as in financial services. Customers Relationship Management creates the opportunity through which the banks can benefit by developing good relationships with their customers. The aim of the project is to gain a better understanding how the CRM has benefited both the bank as well as its customers. This research also aims to identify how critically CRM has been practiced in Lloyds Banking Group, analysis the data mining process of Lloyds Banking Group, to find out the customer segmentation procedure of the bank to analysis the customer retaining strategy of the bank, to find out how does the bank measure customer life time value and to verify the relationship between the customers and the Lloyds Banking Group. To validate the purpose of the project has addressed to set of questionnaires, one is for Lloyds Banking Groups employees and other is for customers of the bank. The literature review has also help to understand the answer for the research questions. Both the quantitative as well as qualitative data collection techniques have been adopted namely, survey questionnaire and semi-structure interviews. Some data has also collected through interview of Lloy ds employee and a group of their customers. Lloyds use CRM as an effective business strategy to classify the most profitable customers for bank. And accordingly bank gives priorities those customers through individualized marketing, reprising, flexible conclusion building and modify service-all delivered through a variety of sales channels that the bank use. Researcher has found that Lloyds is conducting a campaign management by using data mining task. This campaign helps to make crucial business decisions by exacting suitable, beforehand strange and ultimately logical and actionable awareness from huge databases. Researcher also has suggested suitable recommendations to the bank to improve the CRM practice in Lloyds Banking Group. 1.0 INTRODUCTION This chapter provides the brief introduction of research. Furthermore, it also discusses the aims, objectives of the research questions and scope of the study. 1.1 TOPIC OF THE RESEARCH Customer Relationship Management of Lloyds Banking Group PLC; A Critical Evaluation 1.2 INTRODUCTION TO RESEARCH Peter Drucker said, â€Å"The purpose of a business is to create customers†. Customer Relationship Management can be the single strongest weapon we have as manage to ensure that customers become and remain loyal. Customer Relationship Management (CRM), is an vital division of modern business organization. CRM concern the relation between the organisations along with its consumers. Consumers are the means of support of any business in a universal business with thousands of workforce and a multi-billion earnings, or a single broker with a handful of standard consumers. CRM is the same in principle for both examples. Globalization and technology improvements have pushed companies into hard competition. In this new era organisations are targeting on managing customer relationships, mainly customer satisfaction, in order to maximize revenues (Constantinos 2003). Today, marketing is not just developing, delivering and selling; it is shifting towards developing and maintaining equally long term relationships with customers (Buttle, 1996). This new business values is called relationship marketing (RM), which has involved significant interest both from marketing academics and practitioners (Gronroos, 1994). The Greek philosopher, Epictetus said that â€Å"what concern me is not the way things are, but rather the way people think things are† (Szwarch, 2005, p.3). The concepts of consumer satisfaction were depending on the thinking of consumer. Research suggests that customer satisfaction, basic concept of relationship marketing, is important in achieving and retaining competitive advantage. Research studies have discovered that retaining current customers is much less expensive than attracting new customers (Desatnick, 1988; Stone et al., 1996; Bitran and Mondschein, 1997; Chattopadhyay, 2001; Massey et al., 2001). The best way to retain customers is to keep them satisfied, a number of studies have shown that customer satisfaction can guide to brand loyalty, repurchases intention and repeat sales (Day, 1984; Swan and Oliver, 1989; Oliver, 1999). Customer retention, in turn, seems to be related to profitability (Oliver, 1999). Relationship marketing is becoming significant in financial services (Zineldin, 1995). If a bank develops and sustains a solid relationship with its customers, its competitors cannot easily replace them and so this relationship provides for a continued competitive advantage (Gilbert, 2003). Moriarty et al. (1983) has suggested relationship concept in the banking sector which states that banks can increase their profits by maximising the profitability of the total customer relationship over time, instead of looking for to get more profit from any single transaction. Perrien et al. (1992) observed severe competitive pressures that forces financial institution to restructure their marketing strategies by developing into long-term relationship with customers. And banking industry purely related to financial services, which needs to create the trust among the people. This research is exploratory in nature and design. The data which is collected is going to be mostly primary data collected from the relevant persons within the bank. The data has gathered from the face to face interviews with the help of structured and semi-structured questionnaire with those persons. The above describe interviews has last 40 (fourty) to 45 (fourty five) minutes (approx). On the other hand the researcher has decided to collect primary data from random interviews of Lloyds Banking Groups customers. Sample size is around 200 customers and of structured questionnaire. But of course this research paper has relied on reviewing the various secondary data available from various researches such as books, magazines, website, previous research and publication etc. The collected data has been analysed by graphs, table and pi chart drawn from Microsoft excel. 1.3 AIM OF THE RESEARCH The aim of the research is to study why CRM is important in bank, how the CRM works in banks and also the effectiveness of Lloyds Banking Group in obtaining long term customer relationship, customer loyalty, and customer satisfaction by the use of CRM. And also suggest feasible recommendations to Lloyds Banking Group to increase the customer satisfaction and market share by the effective use of CRM. 1.4 OBJECTIVES OF THE RESEARCH The followings are the objectives of this research; To study how critically practised in Lloyds Banking Group Analysis the data mining process of Lloyds Banking Group To find out how the bank segments their customers To analysis how the bank retaining their customers To find out how does the bank measure customer Life Time Value To verify the relationship between the customers and the Lloyds Banking Group 1.5 SCOPE OF THE STUDY The scope of the study and research work has limited to Lloyds Banking Group only. This chosen level of aspects has stayed at large in the study so that it can be studied well and analyzed thoroughly to get a deeper understanding. Trying to cover too much ground may lead to a very superficial and confused analysis and may involve long time duration to complete the project work or report. Therefore a specified and narrow down approach with Lloyds Banking Group and an evaluation of its success has comprised with the researchers scope of the study to avoid confused analysis and a weaker report. 1.6 OUTLINE OF THE SUBSEQUENT CHAPTERS Chapter 1; INTODUCTION This chapter provides the brief introduction of the research. Furthermore, it also discusses the aims, objectives of the research questions and scope of the learning. CHAPTER 2; LITERATURE REVIEW This chapter determines the theoretical issues relating to CRM which is relevant to the research. CHAPTER 3; METHODOLOGY This episode discusses about primary and secondary methods of research used by the researcher. CHAPTER 4; CONTEXT Chapter 4 deals with the information about Lloyds Banking Group. CHAPTER 5; FINDINGS This chapter deals with the result of primary data. CHAPTER 6; ANALYSIS Analysis part deals with findings in the context of literature review in chapter 2. CHAPTER 7; CONCLUSION This chapter includes the overall conclusion of the research. This chapter produce the conclusion compared and contrasted with the finding of the research and the literature review. It summarises the aims and key findings and acknowledges the limitation of the works. CHAPTER 8; RECOMMENDATIONS This chapter is the last chapter of the research. This chapter provide the recommendation for the managerial implication in the Lloyds Banking Group. At the end, chapter provide recommendation for the future research. CHAPTER 9; REFERENCES AND BIBLIOGRAPHY This chapter includes a systematic list of books, web site and other works such as journal, magazine etc which have been used as secondary data or as reference in this research. CHAPTER 10; APPENDICES This chapter contain all questionnaires and some graphs, chart and tables which have been made on the basis of customer survey. 2.0 LITERATURE REVIEW This chapter contains a review of literature relevant to the research. This literature review deals with, about CRM, the history and goals of an integrated banking CRM, the technological factor of CRM, the process cycle in banks, data warehouse technology, data mining process, how to analysis the data, customer segmentation process, communication strategies of bank to the customers etc. 2.1 CUSTOMER RELATIONSIP MANAGEMENT Existing research states that ‘relationships are the base to the successful development and edition of new business viewpoint, though business have taken care of relationships with their customers for many centuries (Gronroos, 1994). Sheth and Parvathiyar, (1995) said that relationships demand much more than mere transactions. Rather, they symbolize strategic and tactical issues based on a new philosophical move that geared in the direction of long-term organisation survival. According to Storbacka, (1994) relationship marketing got popular in 1990s but it has a long history under different names. In its starting, one-to-one marketing appeared in the mid 1990s, which transformed into Customer Relationship Management. Parvatiyar and Sheth gave a static definition of CRM. â€Å"Customer Relationship Management is widespread tactic and process of acquire, retaining and partnering with careful consumers to create better-quality value for the business and the consumer† (Parvatiyar and Sheth 2000, p.6) 2.2 THE HISTORY AND GOALS OF AN INTEGRATED BANKING CRM According to Puccinelli (1999) the financial services industry as entering a new era where personal attention is decreasing because the institutions are using technology to replace human contact in many application areas. Sherif, 2002 advocated that, now global changes brought new trends, directions and new ways of doing business, which also brought new challenges and opportunities to financial institutions. In order to complete with newly increasing competitive pressures, financial institutions must recognize the need of balancing their performance by achieving their strategic goals and meeting continues volatile customer needs requirements. Different ways must be analyzed to meet customer needs. Foss said that banks are highly focusing on CRM for the last five years that is expected to continue. According to Peter (1998) and Chablo (1999) the main goals of an effective integrated CRM solution in the banking sector are to enable financial institutes to; Widen customer relationship through acquiring new customers, identifying and targeting new segments and expanding in new markets. Lengthen the existing relationship developing longer term relationships, increasing perceived value of products and introducing new products and Deepen the relationship with customers initiating the cross selling and up selling opportunities, understanding the propensity of different customer segments to purchase and increase sales. The implementation if CRM system in a bank helps the business organisation to obtain a complete picture of their existing customers, design both customer-oriented and market-driven financial products and services, as well as implement extensive and reliable financial marketing research and efficient campaigns, to achieve and enhance customer loyalty and profitability. The above goals can be achieved through the seamless integration of information technology solutions and business objectives at every process of the bank business that affects the customer. 2.3 THE PHASES OF CRM The main phases of CRM are as follows; Customer selection or Segmentation According to Dave Chaffey (2009), customer selection is defining the types of customers that a company will market to. It means identifying different groups of customers for which to develop offerings and to target during acquisition, retention and extension. Different ways of segmenting customers by value and by their detailed lifecycle with the customer are reviewed. Many companies are now only proactively marketing to favoured customers. Seth Godin (1999), says â€Å"Focus on share of customer, not market share fire 70 per cent customers and watch your profits go up!† According to Efraim Turban (2008), the most sophisticated segmentation and targeting schemes for extension of customers are often used by banks, which have full customer information and acquire history data as they search for to boost Customer Lifetime Value (CLV) through encouraging increased use of products overtime. The segmentation approach used by banks is based on five main basics which in result are covered on top of each other. The amount of options used, and therefore the complexity of approach, will depend on resources obtainable, opportunities, capabilities and technology afforded by catalog. i. Identify customer lifecycle groups When guests use online services then they basically pass those seven or more stages. The organisations have clear these segments and establish the CRM infrastructure to categories customers in this manner; then they deliver focused messages, whichever by modified web messaging or by e-mails that are triggered routinely because of various rules. First-time guests recognized by a cookie placed on their PC. When guests registered, they are tracked through the residual stages. The customers who have purchased one or more products are one particular important group. The key challenge is for a company to encourage a customer to shift from the first product to the second and then go on. Explicit offers can be try to push customer for further products. In the same way, when customers turn into an inactive then the customer required follow-up. ii. Identify customer profit characteristics This is a conventional segmentation which is based on the nature of customer. For Business 2 Business Companies it includes sex, age and geography. It includes volume of the organisation and the type of sector or application, the organisation operates in. iii. Identify behaviour in response and purchase As shown in figure 2.2 through analysis of data base when customer progress through the lifecycle, company is capable to build up a detail reaction and buy history which judges the details of frequency, recency, group of product buy and monetary value. This approach is known as ‘RFM (Recency, Frequency, Monetary value) analysis. iv. Identify multi-channel behaviour In spite of of the eagerness of the company for online channels, various customers are chosen for using online channels and others customers are chosen conventional channels. This is an degree, be indicated by RFM and rejoinder examination since customers with a preference for an online channel is more reactive and make more use online. Customer who likes online channels is focused mostly by online communications such as e-mail, but when customer like conventional channels is focused by conventional communications such as direct mail or phone. This is known as ‘right-channelling. v. Tone and style preference In a same way to channel liking, customers are respond in their own way to various types of message. Some customers like rational application, in that time a detailed e-mail may work best. On the other hand some customers are preferred an emotional appeal. Companies are test for this in customers or conclude it using profit description and response performance and then expand various inventive treatments consequently. 2. Customer acquisition Processes used to add new customer. According to Turban (2008), customer acquisition refers to marketing activities intended to form relationship with new customers while reducing acquisition cost and targeting high-value customers. Service value and selecting the right path for various customers are essential at this stage and during the lifecycle. The conventional manner to customer acquisition include a marketing manager developing a blend of mass marketing (billboards, magazine advertisements etc.) and direct marketing (mail, telephone, etc.) campaigns based on their knowledge of the particular customer base that was being focussed. Marketing campaign trying to pressure new customers to buy a particular type of diapers, the mass marketing ads might be determined in parenting magazines. The advertisements could also be positioned in more conventional publications whose readership demographics were alike to those of new parents. Customer acquisition is comparatively similar to mass marketing. A marketing manager selects the demographics that they are involved in and after that works with a data vendor to obtain lists of buyers who meet those features. The data vendors have large database holding millions of eventual customers that can be segment based on explicit demographic criteria. The idea of â€Å"similar demographics† has conventionally been an art rather than a science. Usually there are not hard-and-fast systems about whether two groups of buyers share the similar features. Most of the segmentation that took place in conventional direct marketing involves hunches on the division of the marketing professional. 3. Customer retention Dafe Chaffey 2009 said that customer retention refers to the marketing actions taken by a company to keep its current customers. Identifying applicable offerings based on their personal needs and complete position in the customer lifecycle (e.g. purchase value or number) is key. Customer retention strategy aims to keep a high percentage of valuable customers and a customer development strategy aims to boost the value of those retained customer to the organisation. Customer retention is based on customer loyalty. And customer loyalty is the point to which a customer will continue with a specific brand or vendor. Customer acquisition to retain and extend create long-term customer relationship. We need to calculate customer satisfaction, as satisfaction drives loyalty and loyalty drives profitability. This relationship is exposed below; The marketers aim is to push customers up the curve towards the affection zone. But the majority are not in that zone. Marketers must understand to achieve retention,why customers defers or are indifferent. 4. Customer extension This technique is encouraging customers to increase their involvement with a company. According to Turban 2008, customer extension is increasing the range of products that a customer buys from an organisation. Sometime it is referred ‘customer development. Increasing the lifetime value (CLV) of a customer is the main objective of customer extension by encouraging cross-sell. For example a customer of Egg credit card may be offered the loan or a deposit account. There are many of customer extension technique for CRM as follows; Re-sell: same type of products to existing customers-particular vital in some Business 2 Business background as re-buys or modified re-buys. Cross-sell: sell extra products which may be closely related to the original buy. Up-sell: this is mean, selling more expensive products. Reactivation: Customers who have purchased for some time or have lapsed can be encouraged to buy again. Referrals: generating sells from recommendation from existing customers. 2.4 CUSTOMER LIFETIME VALUE MODELLING Customer Lifetime Value (CLV) is also an important theory and practise of CRM. But the calculation of CLV is not straightforward. There are so many company, they do not calculate it. According to Dave Chaffey (2009) â€Å"Lifetime value is the total net benefits that a customer or group of customers will provide a company over their total relationship with the company†. CLV is based on estimating the income and costs related with each customer over a phase of time and then calculating the net present value in present monetary terms using a discount rate value applied over the stage. Efraim Turban (2006) said there is various scale of complexity in calculating LTC. Those are exposed in figure 2.6. Option 1 is a realistic way or estimated proxy for future LTV, but the true LTV is the future value of the customer at individual level. CLV modelling at a segment level 4 is crucial within marketing since it answers the question; How much can I afford to invest in acquiring a new customer? Lifetime value analysis helps marketers to: Create the true value of a companys customer base Recognize and compare crucial target segment Calculate the effectiveness of another customer retention strategy Plan and calculate investment in customer acquisition programmes Make decisions about product and offers Figure 2.7 gives an example of how LTV can be used to develop a CRM strategy for different customer groups. There are 4 (four) main types of customers are indicated by their present and future value as bronze, silver, gold and platinum. Separate customers groupings (circles) are recognized according to their current value (as indicated by current profitability) and future value as indicated by CLV calculation. Every group will have a customer segmentation based on their demographics. Therefore this is used for customer selection. Within the four main value groupings, there are various strategies are developed for various customer groups. Few bronze customers such as group A and B practically do not have development potential and are usually unprofitable, therefore the objective is to reduce costs in communications and if they do not stay as customers this is acceptable. Some bronze customers like group C may have potential for growth; therefore for group C the strategy is to extend their purchases. Silver customers are focused with customer extension offer and gold customers are extended. Platinum customers are the best customers; therefore the communication is very important with these customers. 2.5 THE TECHNOLOGICAL FACTORS OF CRM According to Davenport and Short, (1990); Porter, (1987) ‘information technology is an enabler to thoroughly redesign business process to achieve improvements in organisational performance. ‘Information Technology help helps a business process by facilitating changes to job practices and establishing new techniques to link a customer with organisations, suppliers and stakeholders (Hammer and Champy, 1993). Eckerson and Watson (2000) advocated that ‘CRM take full advantage of technology to collect and analyze data on customer patters, expand predictive models, interpret customer behaviour, proper respond with communications, and deliver product and service to individual customers. By using technology a business can generate a 360 degree view of consumers to find out from past interactions to optimize future ones. Peppard (2000) said that ‘the leading factors in CRM development are improvement in set of connections communications, client/server compute, and business cleverness application. CRM collect, store, maintain and distribute customer knowledge all over the organisation. The effectual management of information has a vital role to play in CRM. In the case of scheming customer duration importance, consolidated view, product tailoring and facility improvement, the information is essential. Along with data warehouses, enterprise resource planning (ERP) organization and the internet are the vital infrastructures to CRM application. Fickel (1999) said ‘CRM application links front office (e.g. marketing, sales and customer service) and back office (e.g. financial, logistics, operations and human resources) functions with the businesses customer contact point. A companys touch point is â€Å"all of the communication, human and physical interactions your customers experience during their relationship lifecycle with your organisation. Whether an commercial, Web-site, sales individual, store or office, finger points are vital because customers from perceptions of your organisation and brand based on their cumulative experiences† (Source; http://www.imediaconnection.com/content/4508.imc at 16/10/2009 on 15:25) According to Eckerson and Watson (2000), ‘CRM integrated touch points is something like a common view of the customer. A separate information systems controlled these touch points. Figure 2.8 demonstrates the correlation between customer touch point with back and front office operations Peppers and Rogres, (1999) said ‘In many companies, CRM is just a technology solution that extends divide databases and sales force automation tools to link sales and marketing functions in order to develop targeting efforts. On the other hand some organisations consider CRM as a tool that is exclusively designed for one-to-one relationship. According to Goldenberg (2000) ‘CRM is not just a tools application for sales, marketing and service, but when CRM completely and successfully implemented, customer-driven, a cross-functional, technology-integrated commerce process management scheme that improves relationships and encompasses the whole organisation. 2.6 DATA WAREHOUSE TECHNOLOGY According to Watson (2000) ‘data warehouse is a tools of information technology management that helps business decision makers to instant access of information of customer data throughout the organisation by combining all database and operational systems like sales and transaction, human resource, inventory, purchasing, financial and marketing system. Data warehouse pull out, clean, convert and manage large volumes of data from various systems and creating a historical record of all customer. Data warehousing technology is the most crucial part of CRM because it makes CRM possible. Shepard et al. (1998) said ‘a better understanding of customer behaviour is possible because data warehousing technology consolidates correlates and convert customer data into customer intelligence. Thoughts of customers and their buying pattern can improve information relating to customer service interactions, bill and account status, back orders, product returns, product delivery, and internal operating cost. The capacity of a data storehouse to store hundreds and thousands of gigabytes of data compose an analysis feasible as well as immediate. Organisational benefits with a data warehouse are as follows; exact and faster access of information bad and duplicate data eliminate by quality data and filtering customer profiling and retention modelling it compute total present importance and approximate future value of every customer it gives detail report 2.7 DATA MINING TECHNOLOGY Peppers and Rogres, (1999) said that ‘the first analytical step of data mining is to describe the data. Data mining summarize its statistical attributes like standard deviations and means, visually review it by use of charts and graphs and distributes the value of the field in our data. But alone data description can not provide an action plan. We have to build a analytical model based on pattern determined from known output and after that we have to test the model on result outside the original sample. An ideal model must never be puzzled with reality, but it is useful guide to understanding our businesses. According to Eckerson and Watson (2000) ‘we can use data mining for both classification and regression problems. In first problem we can predict what type something will fall into. In second problems we are predicting a number like prospect that a person will react to an recommend. In CRM process, data mining is often used to allocate a score to a particular customer. Data mining is also often using to recognize a set of characteristics, which is called profile. Data mining segments customers in to groups with similar behaviour like purchasing a particular product. 2.8 THE CRM PROCESS CYCLE IN BANKS Pound (2000) said that exploration and alteration process should be done by the banks on basis of customer information captured; this shows the full value of CRM initiatives. Banks set up a closed CRM cycle with the help of an integrated CRM solution, which composed of a set of continuous iterative process. It manages the whole customer related process for bank, analysing customer profile, customer data and life time value, which is helping to making marketing decision and optimizing the execution of marketing campaigns, customer service strategies and sales strategies across various channels during the bank. According to Professor Constantin Zopounidis (2002) CRM process cycle is based on a generic business view. It presents a continuous improvement of value between customers and banks across touch points. Pound 2000 said that ‘recent banking data sources are extremely heterogeneous. Geographic information is dispersed due to continual acquisitions, mergers and reorganizations. For example a bank might use web site, ATMs, e-mail, sales, call centres and marketing automation applications that must be integrated in a unified environment of CRM banking. An effective multi-channels customer interface will not be possible without a centrally integrated warehouse driving the entire CRM process cycle. This should be update real time. The historical data should be recorded by it, which is used to create propensity models and customer life time value models to recognize past behaviour and action in order to take future marketing strategy. 2.9 CUSTOMER DATA COLLECTION Kristin Anderson Carol Kerr (2002), said that in banki Customer Relationship Management in Banking Customer Relationship Management in Banking ABSTRACT Today the world is globalized and customers are well educated and well informed. This has increased the competition among the firms and organisations. The competition elevates the customer bargaining power and switching power to choose the best product and service. Therefore customer relationship has become a focus of importance to all the companies in order to retain the customer as well as maximize revenues. Today marketing is no more developing, delivering and selling of goods and services, it is moving towards developing and maintaining long term relationship with customers. Therefore relationship marketing has making its important in all the business sectors so as in financial services. Customers Relationship Management creates the opportunity through which the banks can benefit by developing good relationships with their customers. The aim of the project is to gain a better understanding how the CRM has benefited both the bank as well as its customers. This research also aims to identify how critically CRM has been practiced in Lloyds Banking Group, analysis the data mining process of Lloyds Banking Group, to find out the customer segmentation procedure of the bank to analysis the customer retaining strategy of the bank, to find out how does the bank measure customer life time value and to verify the relationship between the customers and the Lloyds Banking Group. To validate the purpose of the project has addressed to set of questionnaires, one is for Lloyds Banking Groups employees and other is for customers of the bank. The literature review has also help to understand the answer for the research questions. Both the quantitative as well as qualitative data collection techniques have been adopted namely, survey questionnaire and semi-structure interviews. Some data has also collected through interview of Lloy ds employee and a group of their customers. Lloyds use CRM as an effective business strategy to classify the most profitable customers for bank. And accordingly bank gives priorities those customers through individualized marketing, reprising, flexible conclusion building and modify service-all delivered through a variety of sales channels that the bank use. Researcher has found that Lloyds is conducting a campaign management by using data mining task. This campaign helps to make crucial business decisions by exacting suitable, beforehand strange and ultimately logical and actionable awareness from huge databases. Researcher also has suggested suitable recommendations to the bank to improve the CRM practice in Lloyds Banking Group. 1.0 INTRODUCTION This chapter provides the brief introduction of research. Furthermore, it also discusses the aims, objectives of the research questions and scope of the study. 1.1 TOPIC OF THE RESEARCH Customer Relationship Management of Lloyds Banking Group PLC; A Critical Evaluation 1.2 INTRODUCTION TO RESEARCH Peter Drucker said, â€Å"The purpose of a business is to create customers†. Customer Relationship Management can be the single strongest weapon we have as manage to ensure that customers become and remain loyal. Customer Relationship Management (CRM), is an vital division of modern business organization. CRM concern the relation between the organisations along with its consumers. Consumers are the means of support of any business in a universal business with thousands of workforce and a multi-billion earnings, or a single broker with a handful of standard consumers. CRM is the same in principle for both examples. Globalization and technology improvements have pushed companies into hard competition. In this new era organisations are targeting on managing customer relationships, mainly customer satisfaction, in order to maximize revenues (Constantinos 2003). Today, marketing is not just developing, delivering and selling; it is shifting towards developing and maintaining equally long term relationships with customers (Buttle, 1996). This new business values is called relationship marketing (RM), which has involved significant interest both from marketing academics and practitioners (Gronroos, 1994). The Greek philosopher, Epictetus said that â€Å"what concern me is not the way things are, but rather the way people think things are† (Szwarch, 2005, p.3). The concepts of consumer satisfaction were depending on the thinking of consumer. Research suggests that customer satisfaction, basic concept of relationship marketing, is important in achieving and retaining competitive advantage. Research studies have discovered that retaining current customers is much less expensive than attracting new customers (Desatnick, 1988; Stone et al., 1996; Bitran and Mondschein, 1997; Chattopadhyay, 2001; Massey et al., 2001). The best way to retain customers is to keep them satisfied, a number of studies have shown that customer satisfaction can guide to brand loyalty, repurchases intention and repeat sales (Day, 1984; Swan and Oliver, 1989; Oliver, 1999). Customer retention, in turn, seems to be related to profitability (Oliver, 1999). Relationship marketing is becoming significant in financial services (Zineldin, 1995). If a bank develops and sustains a solid relationship with its customers, its competitors cannot easily replace them and so this relationship provides for a continued competitive advantage (Gilbert, 2003). Moriarty et al. (1983) has suggested relationship concept in the banking sector which states that banks can increase their profits by maximising the profitability of the total customer relationship over time, instead of looking for to get more profit from any single transaction. Perrien et al. (1992) observed severe competitive pressures that forces financial institution to restructure their marketing strategies by developing into long-term relationship with customers. And banking industry purely related to financial services, which needs to create the trust among the people. This research is exploratory in nature and design. The data which is collected is going to be mostly primary data collected from the relevant persons within the bank. The data has gathered from the face to face interviews with the help of structured and semi-structured questionnaire with those persons. The above describe interviews has last 40 (fourty) to 45 (fourty five) minutes (approx). On the other hand the researcher has decided to collect primary data from random interviews of Lloyds Banking Groups customers. Sample size is around 200 customers and of structured questionnaire. But of course this research paper has relied on reviewing the various secondary data available from various researches such as books, magazines, website, previous research and publication etc. The collected data has been analysed by graphs, table and pi chart drawn from Microsoft excel. 1.3 AIM OF THE RESEARCH The aim of the research is to study why CRM is important in bank, how the CRM works in banks and also the effectiveness of Lloyds Banking Group in obtaining long term customer relationship, customer loyalty, and customer satisfaction by the use of CRM. And also suggest feasible recommendations to Lloyds Banking Group to increase the customer satisfaction and market share by the effective use of CRM. 1.4 OBJECTIVES OF THE RESEARCH The followings are the objectives of this research; To study how critically practised in Lloyds Banking Group Analysis the data mining process of Lloyds Banking Group To find out how the bank segments their customers To analysis how the bank retaining their customers To find out how does the bank measure customer Life Time Value To verify the relationship between the customers and the Lloyds Banking Group 1.5 SCOPE OF THE STUDY The scope of the study and research work has limited to Lloyds Banking Group only. This chosen level of aspects has stayed at large in the study so that it can be studied well and analyzed thoroughly to get a deeper understanding. Trying to cover too much ground may lead to a very superficial and confused analysis and may involve long time duration to complete the project work or report. Therefore a specified and narrow down approach with Lloyds Banking Group and an evaluation of its success has comprised with the researchers scope of the study to avoid confused analysis and a weaker report. 1.6 OUTLINE OF THE SUBSEQUENT CHAPTERS Chapter 1; INTODUCTION This chapter provides the brief introduction of the research. Furthermore, it also discusses the aims, objectives of the research questions and scope of the learning. CHAPTER 2; LITERATURE REVIEW This chapter determines the theoretical issues relating to CRM which is relevant to the research. CHAPTER 3; METHODOLOGY This episode discusses about primary and secondary methods of research used by the researcher. CHAPTER 4; CONTEXT Chapter 4 deals with the information about Lloyds Banking Group. CHAPTER 5; FINDINGS This chapter deals with the result of primary data. CHAPTER 6; ANALYSIS Analysis part deals with findings in the context of literature review in chapter 2. CHAPTER 7; CONCLUSION This chapter includes the overall conclusion of the research. This chapter produce the conclusion compared and contrasted with the finding of the research and the literature review. It summarises the aims and key findings and acknowledges the limitation of the works. CHAPTER 8; RECOMMENDATIONS This chapter is the last chapter of the research. This chapter provide the recommendation for the managerial implication in the Lloyds Banking Group. At the end, chapter provide recommendation for the future research. CHAPTER 9; REFERENCES AND BIBLIOGRAPHY This chapter includes a systematic list of books, web site and other works such as journal, magazine etc which have been used as secondary data or as reference in this research. CHAPTER 10; APPENDICES This chapter contain all questionnaires and some graphs, chart and tables which have been made on the basis of customer survey. 2.0 LITERATURE REVIEW This chapter contains a review of literature relevant to the research. This literature review deals with, about CRM, the history and goals of an integrated banking CRM, the technological factor of CRM, the process cycle in banks, data warehouse technology, data mining process, how to analysis the data, customer segmentation process, communication strategies of bank to the customers etc. 2.1 CUSTOMER RELATIONSIP MANAGEMENT Existing research states that ‘relationships are the base to the successful development and edition of new business viewpoint, though business have taken care of relationships with their customers for many centuries (Gronroos, 1994). Sheth and Parvathiyar, (1995) said that relationships demand much more than mere transactions. Rather, they symbolize strategic and tactical issues based on a new philosophical move that geared in the direction of long-term organisation survival. According to Storbacka, (1994) relationship marketing got popular in 1990s but it has a long history under different names. In its starting, one-to-one marketing appeared in the mid 1990s, which transformed into Customer Relationship Management. Parvatiyar and Sheth gave a static definition of CRM. â€Å"Customer Relationship Management is widespread tactic and process of acquire, retaining and partnering with careful consumers to create better-quality value for the business and the consumer† (Parvatiyar and Sheth 2000, p.6) 2.2 THE HISTORY AND GOALS OF AN INTEGRATED BANKING CRM According to Puccinelli (1999) the financial services industry as entering a new era where personal attention is decreasing because the institutions are using technology to replace human contact in many application areas. Sherif, 2002 advocated that, now global changes brought new trends, directions and new ways of doing business, which also brought new challenges and opportunities to financial institutions. In order to complete with newly increasing competitive pressures, financial institutions must recognize the need of balancing their performance by achieving their strategic goals and meeting continues volatile customer needs requirements. Different ways must be analyzed to meet customer needs. Foss said that banks are highly focusing on CRM for the last five years that is expected to continue. According to Peter (1998) and Chablo (1999) the main goals of an effective integrated CRM solution in the banking sector are to enable financial institutes to; Widen customer relationship through acquiring new customers, identifying and targeting new segments and expanding in new markets. Lengthen the existing relationship developing longer term relationships, increasing perceived value of products and introducing new products and Deepen the relationship with customers initiating the cross selling and up selling opportunities, understanding the propensity of different customer segments to purchase and increase sales. The implementation if CRM system in a bank helps the business organisation to obtain a complete picture of their existing customers, design both customer-oriented and market-driven financial products and services, as well as implement extensive and reliable financial marketing research and efficient campaigns, to achieve and enhance customer loyalty and profitability. The above goals can be achieved through the seamless integration of information technology solutions and business objectives at every process of the bank business that affects the customer. 2.3 THE PHASES OF CRM The main phases of CRM are as follows; Customer selection or Segmentation According to Dave Chaffey (2009), customer selection is defining the types of customers that a company will market to. It means identifying different groups of customers for which to develop offerings and to target during acquisition, retention and extension. Different ways of segmenting customers by value and by their detailed lifecycle with the customer are reviewed. Many companies are now only proactively marketing to favoured customers. Seth Godin (1999), says â€Å"Focus on share of customer, not market share fire 70 per cent customers and watch your profits go up!† According to Efraim Turban (2008), the most sophisticated segmentation and targeting schemes for extension of customers are often used by banks, which have full customer information and acquire history data as they search for to boost Customer Lifetime Value (CLV) through encouraging increased use of products overtime. The segmentation approach used by banks is based on five main basics which in result are covered on top of each other. The amount of options used, and therefore the complexity of approach, will depend on resources obtainable, opportunities, capabilities and technology afforded by catalog. i. Identify customer lifecycle groups When guests use online services then they basically pass those seven or more stages. The organisations have clear these segments and establish the CRM infrastructure to categories customers in this manner; then they deliver focused messages, whichever by modified web messaging or by e-mails that are triggered routinely because of various rules. First-time guests recognized by a cookie placed on their PC. When guests registered, they are tracked through the residual stages. The customers who have purchased one or more products are one particular important group. The key challenge is for a company to encourage a customer to shift from the first product to the second and then go on. Explicit offers can be try to push customer for further products. In the same way, when customers turn into an inactive then the customer required follow-up. ii. Identify customer profit characteristics This is a conventional segmentation which is based on the nature of customer. For Business 2 Business Companies it includes sex, age and geography. It includes volume of the organisation and the type of sector or application, the organisation operates in. iii. Identify behaviour in response and purchase As shown in figure 2.2 through analysis of data base when customer progress through the lifecycle, company is capable to build up a detail reaction and buy history which judges the details of frequency, recency, group of product buy and monetary value. This approach is known as ‘RFM (Recency, Frequency, Monetary value) analysis. iv. Identify multi-channel behaviour In spite of of the eagerness of the company for online channels, various customers are chosen for using online channels and others customers are chosen conventional channels. This is an degree, be indicated by RFM and rejoinder examination since customers with a preference for an online channel is more reactive and make more use online. Customer who likes online channels is focused mostly by online communications such as e-mail, but when customer like conventional channels is focused by conventional communications such as direct mail or phone. This is known as ‘right-channelling. v. Tone and style preference In a same way to channel liking, customers are respond in their own way to various types of message. Some customers like rational application, in that time a detailed e-mail may work best. On the other hand some customers are preferred an emotional appeal. Companies are test for this in customers or conclude it using profit description and response performance and then expand various inventive treatments consequently. 2. Customer acquisition Processes used to add new customer. According to Turban (2008), customer acquisition refers to marketing activities intended to form relationship with new customers while reducing acquisition cost and targeting high-value customers. Service value and selecting the right path for various customers are essential at this stage and during the lifecycle. The conventional manner to customer acquisition include a marketing manager developing a blend of mass marketing (billboards, magazine advertisements etc.) and direct marketing (mail, telephone, etc.) campaigns based on their knowledge of the particular customer base that was being focussed. Marketing campaign trying to pressure new customers to buy a particular type of diapers, the mass marketing ads might be determined in parenting magazines. The advertisements could also be positioned in more conventional publications whose readership demographics were alike to those of new parents. Customer acquisition is comparatively similar to mass marketing. A marketing manager selects the demographics that they are involved in and after that works with a data vendor to obtain lists of buyers who meet those features. The data vendors have large database holding millions of eventual customers that can be segment based on explicit demographic criteria. The idea of â€Å"similar demographics† has conventionally been an art rather than a science. Usually there are not hard-and-fast systems about whether two groups of buyers share the similar features. Most of the segmentation that took place in conventional direct marketing involves hunches on the division of the marketing professional. 3. Customer retention Dafe Chaffey 2009 said that customer retention refers to the marketing actions taken by a company to keep its current customers. Identifying applicable offerings based on their personal needs and complete position in the customer lifecycle (e.g. purchase value or number) is key. Customer retention strategy aims to keep a high percentage of valuable customers and a customer development strategy aims to boost the value of those retained customer to the organisation. Customer retention is based on customer loyalty. And customer loyalty is the point to which a customer will continue with a specific brand or vendor. Customer acquisition to retain and extend create long-term customer relationship. We need to calculate customer satisfaction, as satisfaction drives loyalty and loyalty drives profitability. This relationship is exposed below; The marketers aim is to push customers up the curve towards the affection zone. But the majority are not in that zone. Marketers must understand to achieve retention,why customers defers or are indifferent. 4. Customer extension This technique is encouraging customers to increase their involvement with a company. According to Turban 2008, customer extension is increasing the range of products that a customer buys from an organisation. Sometime it is referred ‘customer development. Increasing the lifetime value (CLV) of a customer is the main objective of customer extension by encouraging cross-sell. For example a customer of Egg credit card may be offered the loan or a deposit account. There are many of customer extension technique for CRM as follows; Re-sell: same type of products to existing customers-particular vital in some Business 2 Business background as re-buys or modified re-buys. Cross-sell: sell extra products which may be closely related to the original buy. Up-sell: this is mean, selling more expensive products. Reactivation: Customers who have purchased for some time or have lapsed can be encouraged to buy again. Referrals: generating sells from recommendation from existing customers. 2.4 CUSTOMER LIFETIME VALUE MODELLING Customer Lifetime Value (CLV) is also an important theory and practise of CRM. But the calculation of CLV is not straightforward. There are so many company, they do not calculate it. According to Dave Chaffey (2009) â€Å"Lifetime value is the total net benefits that a customer or group of customers will provide a company over their total relationship with the company†. CLV is based on estimating the income and costs related with each customer over a phase of time and then calculating the net present value in present monetary terms using a discount rate value applied over the stage. Efraim Turban (2006) said there is various scale of complexity in calculating LTC. Those are exposed in figure 2.6. Option 1 is a realistic way or estimated proxy for future LTV, but the true LTV is the future value of the customer at individual level. CLV modelling at a segment level 4 is crucial within marketing since it answers the question; How much can I afford to invest in acquiring a new customer? Lifetime value analysis helps marketers to: Create the true value of a companys customer base Recognize and compare crucial target segment Calculate the effectiveness of another customer retention strategy Plan and calculate investment in customer acquisition programmes Make decisions about product and offers Figure 2.7 gives an example of how LTV can be used to develop a CRM strategy for different customer groups. There are 4 (four) main types of customers are indicated by their present and future value as bronze, silver, gold and platinum. Separate customers groupings (circles) are recognized according to their current value (as indicated by current profitability) and future value as indicated by CLV calculation. Every group will have a customer segmentation based on their demographics. Therefore this is used for customer selection. Within the four main value groupings, there are various strategies are developed for various customer groups. Few bronze customers such as group A and B practically do not have development potential and are usually unprofitable, therefore the objective is to reduce costs in communications and if they do not stay as customers this is acceptable. Some bronze customers like group C may have potential for growth; therefore for group C the strategy is to extend their purchases. Silver customers are focused with customer extension offer and gold customers are extended. Platinum customers are the best customers; therefore the communication is very important with these customers. 2.5 THE TECHNOLOGICAL FACTORS OF CRM According to Davenport and Short, (1990); Porter, (1987) ‘information technology is an enabler to thoroughly redesign business process to achieve improvements in organisational performance. ‘Information Technology help helps a business process by facilitating changes to job practices and establishing new techniques to link a customer with organisations, suppliers and stakeholders (Hammer and Champy, 1993). Eckerson and Watson (2000) advocated that ‘CRM take full advantage of technology to collect and analyze data on customer patters, expand predictive models, interpret customer behaviour, proper respond with communications, and deliver product and service to individual customers. By using technology a business can generate a 360 degree view of consumers to find out from past interactions to optimize future ones. Peppard (2000) said that ‘the leading factors in CRM development are improvement in set of connections communications, client/server compute, and business cleverness application. CRM collect, store, maintain and distribute customer knowledge all over the organisation. The effectual management of information has a vital role to play in CRM. In the case of scheming customer duration importance, consolidated view, product tailoring and facility improvement, the information is essential. Along with data warehouses, enterprise resource planning (ERP) organization and the internet are the vital infrastructures to CRM application. Fickel (1999) said ‘CRM application links front office (e.g. marketing, sales and customer service) and back office (e.g. financial, logistics, operations and human resources) functions with the businesses customer contact point. A companys touch point is â€Å"all of the communication, human and physical interactions your customers experience during their relationship lifecycle with your organisation. Whether an commercial, Web-site, sales individual, store or office, finger points are vital because customers from perceptions of your organisation and brand based on their cumulative experiences† (Source; http://www.imediaconnection.com/content/4508.imc at 16/10/2009 on 15:25) According to Eckerson and Watson (2000), ‘CRM integrated touch points is something like a common view of the customer. A separate information systems controlled these touch points. Figure 2.8 demonstrates the correlation between customer touch point with back and front office operations Peppers and Rogres, (1999) said ‘In many companies, CRM is just a technology solution that extends divide databases and sales force automation tools to link sales and marketing functions in order to develop targeting efforts. On the other hand some organisations consider CRM as a tool that is exclusively designed for one-to-one relationship. According to Goldenberg (2000) ‘CRM is not just a tools application for sales, marketing and service, but when CRM completely and successfully implemented, customer-driven, a cross-functional, technology-integrated commerce process management scheme that improves relationships and encompasses the whole organisation. 2.6 DATA WAREHOUSE TECHNOLOGY According to Watson (2000) ‘data warehouse is a tools of information technology management that helps business decision makers to instant access of information of customer data throughout the organisation by combining all database and operational systems like sales and transaction, human resource, inventory, purchasing, financial and marketing system. Data warehouse pull out, clean, convert and manage large volumes of data from various systems and creating a historical record of all customer. Data warehousing technology is the most crucial part of CRM because it makes CRM possible. Shepard et al. (1998) said ‘a better understanding of customer behaviour is possible because data warehousing technology consolidates correlates and convert customer data into customer intelligence. Thoughts of customers and their buying pattern can improve information relating to customer service interactions, bill and account status, back orders, product returns, product delivery, and internal operating cost. The capacity of a data storehouse to store hundreds and thousands of gigabytes of data compose an analysis feasible as well as immediate. Organisational benefits with a data warehouse are as follows; exact and faster access of information bad and duplicate data eliminate by quality data and filtering customer profiling and retention modelling it compute total present importance and approximate future value of every customer it gives detail report 2.7 DATA MINING TECHNOLOGY Peppers and Rogres, (1999) said that ‘the first analytical step of data mining is to describe the data. Data mining summarize its statistical attributes like standard deviations and means, visually review it by use of charts and graphs and distributes the value of the field in our data. But alone data description can not provide an action plan. We have to build a analytical model based on pattern determined from known output and after that we have to test the model on result outside the original sample. An ideal model must never be puzzled with reality, but it is useful guide to understanding our businesses. According to Eckerson and Watson (2000) ‘we can use data mining for both classification and regression problems. In first problem we can predict what type something will fall into. In second problems we are predicting a number like prospect that a person will react to an recommend. In CRM process, data mining is often used to allocate a score to a particular customer. Data mining is also often using to recognize a set of characteristics, which is called profile. Data mining segments customers in to groups with similar behaviour like purchasing a particular product. 2.8 THE CRM PROCESS CYCLE IN BANKS Pound (2000) said that exploration and alteration process should be done by the banks on basis of customer information captured; this shows the full value of CRM initiatives. Banks set up a closed CRM cycle with the help of an integrated CRM solution, which composed of a set of continuous iterative process. It manages the whole customer related process for bank, analysing customer profile, customer data and life time value, which is helping to making marketing decision and optimizing the execution of marketing campaigns, customer service strategies and sales strategies across various channels during the bank. According to Professor Constantin Zopounidis (2002) CRM process cycle is based on a generic business view. It presents a continuous improvement of value between customers and banks across touch points. Pound 2000 said that ‘recent banking data sources are extremely heterogeneous. Geographic information is dispersed due to continual acquisitions, mergers and reorganizations. For example a bank might use web site, ATMs, e-mail, sales, call centres and marketing automation applications that must be integrated in a unified environment of CRM banking. An effective multi-channels customer interface will not be possible without a centrally integrated warehouse driving the entire CRM process cycle. This should be update real time. The historical data should be recorded by it, which is used to create propensity models and customer life time value models to recognize past behaviour and action in order to take future marketing strategy. 2.9 CUSTOMER DATA COLLECTION Kristin Anderson Carol Kerr (2002), said that in banki