Emotional (Intelligence) Quotient Essay

Aside from the person’s measure of intelligence or is Intelligence Quotient (IQ), he also has another characteristic that measures his ability to feel. It is his Emotional Intelligence, which is measured through his Emotional Intelligence Quotient (EQ). EQ is the description of one’s abilities, capacities, or skills regarding his perception and management of emotions. It is usually of his emotions, of others, and of groups of people. The concept about this emotional intelligence is a rather new field in psychology that is why its definition is changed from time to time (Research Machines plc). Way back in the 1900’s emotional intelligence were emphasized as various aspects of mental intelligence, cognitive aspects like memory and problem solving. Afterwards, even non-cognitive aspects were recognized as important factors, like the social intelligence, or the understanding and management of other people. Later in 1985, Wayne Payne explicitly discussed in his doctoral thesis the concept of emotion, wherein he tackled on developing emotional intelligence. However, the article was not published until 1990, when Peter Salovey and John D. Mayer published it (SearchCIO. com). Emotional Intelligence was then defined by Salovey and Mayer as a person’s capability of monitoring his and others feelings and emotions, analyzing it and using that set of information as a guide in his actions and thoughts. Afterwards, it has been revised to be the ability of emotion perception wherein it integrates emotion in order to facilitate or manage thoughts, understanding emotions and further regulating it, thus promoting personal growth. It is used by people in order to move around its social environment, understanding every part and every aspect of his surroundings. Emotional Intelligence encompasses a person’s ability to perceive emotions, wherein he is able to detect and decipher these feelings of emotions by looking in their faces, pictures, voices, along with their cultural background. Another is to be able to use these emotions, where he utilizes it in facilitating various activities like computing, thinking and eventually solving a problem. It is also important to understand emotions, to be able to comprehend various emotional signs and language and to be able to appreciate complicated relationships with various emotions. Finally, it would boil down to managing these various emotions, by regulating it for one’s own purpose and for others. It could be used to achieve certain goals by harnessing these emotions.

Sustainable Customer Relationships

Running Head: PROBLEM SOLUTION: CLASSIC AIRLINES Problem Solution: Classic Airlines Cecily Cornish University of Phoenix MBA 570/Sustainable Customer Relationships December 8, 2008 Instructor Sandra Payne, MBA Problem Solution: Classic Airlines Classic Airlines (CA) is the world’s fifth largest airlines that must balance its marketing program while coping with a mandated across-the board cost reduction by the board of directors. This calls for a of 15% cost reduction over the next 18 months while negotiating labor costs through the airline’s union employees and improving customer service. Facing low employee morale, decreasing customer satisfaction, rising fuel costs, high union wages, a nonfunctional CRM system, negotiations with union officials and future airline alliances and partners, CA has elected to implement a new analytical Customer Service Management (aCRM) product development (University of Phoenix,2008,Classic Airlines,p. 1). The core problems stem around CA losing customer confidence in its Classic Rewards Program (CRP) and losing Wall Street and media confidence. CA must focus on a marketing program to connect it the customer’s needs and sustain and attract loyal customers. The current executive team values are divided, with CEO Amanda Miller and CFO Catherine Simpson valuing the financial numbers which is in sharp contrast to the values of the customer, employees and shareholders held by CMO Keith Bolye and VP Renee Epson over customer service. The union senior VP Doug Sheflin knows that without a compromise between union and airlines the status quo will not be able to meet the current and future wage costs. Senior VP John Hartman over human resources has trained the employees with the necessary skills and sees the employees as valuable assets in the customer and marketing effectiveness. Marketing in the form of environmental scanning can identify the factors of social, economic, technological and competitors that CA faces. Until CEO and the board establish a mission which will guide its organization, there may be organization resistance and delay in reaching its overall business strategies. Customer relationship management (CRM) is a broad term that involves people, processes, and technology to improve relationships and existing customers who will result in improved customer retention and profitability (Kerin, 2006, p. 8). Using environmental scanning, identifying the marketing strategy and establishing a marketing relationship will direct and guide CA in meeting customer needs , identify the resources needed, the competitors they face and future trends in the Customer Relationship Management system. Incorporating Enterprise Risk Management, profitability index with interactive marketing will allow the marketing program to address customer needs and sustain customer relationships to reflect the changing trends in customer purchasing behavior. Describe the Situation Issue and Opportunity Identification Classic Airlines is the fifth largest airlines in the world. In the business for 25 years, CA has 375 jets that service 240 cities with more than 2300 daily flights. Classic Airlines earned $8. 7 billion in sales. CA made $10 billion profit which means that most of the revenue went to operating the company. With 32,000 union employees CA retains their top salary that is above industry’s average. In addition the board has voted for a 15% reduction over the next 18 months. The company is threatening bankruptcy, decreasing value on Wall Street, unfavorable media, decreasing customer satisfaction and low employee morale. The current CRM system is not fully functional and the Classic Reward frequent flier program has been losing loyal customers. Other challenges include continual high fuel costs and high wages paid to the union employees. CA’s challenge is to find a way to improve customer satisfaction within their Classic Rewards Loyalty Program by identifying and meeting customer’s needs and, therefore, improve the return on investment (ROI) (University of Phoenix,2008,Scenario Two,2008). Several opportunities exist for Classic Airlines which includes a forecasting of sales, a marketing mix and a situation analysis to determine the feasibility of a new analytical Customer Relationship Management program. CA may need for the present to just update the current CRM to a functional capacity to meet customer’s needs. Establishing the short-term of finding the solutions to update the current CRM might save costs and establish a long-term aCRM portfolio as a long-term goal .According to Seget (2008), the aCRM model uses analytical models and databases to integrate information that will enhance the customer desire for functionality as well as provide time sensitive information for prompt decision making by pharmacists, managers and others that rely on the CRM processes. It will definitely allow CA to focus on negotiating with the high wages of its current union employees who are above the industry standards. The CMO Boyle can begin to devise marketing strategies on focusing on marketing segmentation, marketing-mix and focus on the needs of the customers who are loyal and attempt to retain them as well as attract new ones. To obtain customer feedback without alienating them CA may consider, online surveying, telephone surveying and other interactive marketing. Interactive marketing creates customer value, customer relationship and customer experience. Kerin (2006) agrees, â€Å"Interactive marketing creates customer value by providing time, place, form and possession utility for consumers† (p. 6). Interactive marketing, marketing segmentation marketing-mix and forecasting can help identify customer needs and increase customer relationships. Stakeholder Perspectives/Ethical Dilemmas The ethical dilemmas in the Classic Airlines scenario are the conflict interests and values of the CEO Miller and CFO Simpson versus the rest of the leadership team. A dilemma also exists between the values and interests of the CA management and leadership team and the stakeholders. While the CEO and CFO are driven by numbers and a â€Å"pragmatic approach† these interests conflict with the overall business strategies and that is to increase customer satisfaction by reducing costs (University of Phoenix, Scenario Two, 2008, p. 1). The company is trying to improve the return on investment (ROI) and at the same time improve the frequent flier program, pay the union employees high wages and implement a new aCRM product. In fact, according to Seget (2004), â€Å"Wisdom prevails in conducting project feasibility, forecasting and marketing-mix and marketing-mix research before considering a new aCRM product . implementation† (p. 25). Classic Airlines must reach a balance through stakeholder’s involvements at all levels in attempting to balance the interests and value of all the individuals, departments and organizations. CA must focus on being a â€Å"best service† benchmarking company as a goal because providing the lowest price while utting costs and remaining competitive in the marketplace, is unrealistic thinking. â€Å"For example, it is not possible to simultaneously provide the lowest-priced and highest-quality products to customers and pay the highest prices to suppliers, highest wages to employees, and maximum dividends to shareholders† (Kerin,2006, p. 3). That is why an environmental scanning, a product analysis or four p's, and a situation analysis will clarify wh ere the company product or service has been, its status and where it wants to be. The marketing program will identify where CA is, the competitor’s trends, and the customer current and prospective customers (Kerin, 2006, p. 12). Developing a marketing mix, an environmental scanning will identify the need of the stakeholders to be involved in every level of the decision making process and the development of an aCRM product implementation. The marketing program is a method of bringing an exchange between all the stakeholders to sustain valuable customer relationships. Frame the â€Å"Right† Problem Classic Airlines will remain competitive in its industry and expand its global influence and brand loyalty by including its stakeholder’s voice and valuing its customer voice. Other opportunities for CA to achieve its goals of restructuring and implementing new initiatives such as its upgrade of its current CRM and a new aCRM product development will help sustain customer loyalty, increase customer satisfaction and provide the employees with the skills and automated technology that can meet the customers’ needs. In order to meet the changing environmental factors such as regulatory and fierce competitors and reduce labor costs, CA will use marketing strategies such as environmental scanning, sales forecasting, segmentation are opportunities to increases return on investment (ROI) by identifying and meeting customer’s needs. According to Kerin (2006),: â€Å"The American Marketing Association, representing marketing professionals, states that ‘marketing is an organizational function and a set of processes for creating, communicating, and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders† (p. 1). CA will ensure that the ROI will be accomplished through accountability and leadership of the CEO, board members and senior executives. Valuing the voices all stakeholders will ensure that the values, thics and interests are filtered through a corporate decision making and implementation process. CA will ensure that its new initiative will be defined in its corporate governance, mission statement, employee booklet, union booklet and risk management policies. CA will remain a leading worldwide airline organization that focuses on marketing strategies that include direct forecasting, linear trend extrapolation, market segmen tation, product differentiation, sales force surveys, survey of buyers intentions and usage rate strategies that will keep CA a leader among the airline industry. Identifying customer changing needs via profitability index, customer audits will allow CA remain profitable as well as efficient in delivering the best practices in airline services to it loyal customers and future one. Fuel hedging, smaller planes, business partnerships and alliances will be strategies that will be analyzed and implemented to allow costs to be transferred into customer value benefits. Describe the â€Å"End-State† Vision Classic Airlines(CA) will be restructured in its philosophy, mission and goals to be a cost-effective and efficient company by focusing on the â€Å" stakeholders voice† in implementing a new analytical Customer Relationship Management (aCRM ) and a Enterprise Relationship Management (ERM) ) product development. Customer and employees as well as top executives who ethics values the customers, the employee and the shareholders will be valued within all levels of the stakeholders communication. The core competencies includes values of the aCRM that will align with the overall organizational goals of valuing the customer’s voice , sustaining customer relationships, and providing utilities that will create efficient and effective services. Thus the goal of profitability will be achieved through the values of profitability and social accountability and responsibility of the CEO and board members of CA (University of Phoenix Scenario 2, 2008, p. ). Achieving US and globalization as a benchmarking organization stems from an aggressive and proactive marketing program that will operate through an updated CRM system and a future aCRM system that is designed to compensate future environmental changes and thus customer changing needs. An effective marketing program will benefit the customer and stakeholders by assessing the needs of the customer and satisfying those needs (Kerin, 2006, p. 5). Remaining a competitor in the airlines industry means continuing open negotiations and compromise with the airlines union to keep pilots and employees competitive wages with the industry, while reducing costs and retaining loyal customer, increasing customer service and retaining skilled employees and sustaining the Classic reward program that is both efficient and effective in customer service. Recommended measures to determine if the CRM and marketing strategies are effective include profitability index, customer value benefits, and the measurement of rate and customer satisfaction surveys. Identify the Alternatives and Benchmarking Validation Alaska Airlines began in 1932 in Anchorage, Alaska with 17 million passengers annually with flights to over 60 cities and 3 countries. Alaska Airlines is familiar with marketing strategies to remain competitive in the airline industry. Alaska Airlines faced a financial crisis similar to Classic Airlines who faces possible bankruptcy, a 10% decrease in stock market shares and negativity on Wall Street (University of Phoenix, 2008). In 1972 Alaska Airlines was in the then Ron Cosgrave and Bruce Kennedy came on board in 1972, the airlines was in a financial fight for its existence. Led by quality leadership, the management restructured the goal of the organization and began bringing people together to save the failing company (Alaska Airlines, 2008). Leadership conducted a â€Å"differentiating marketing† in providing superior customer service as the key. Using a differentiating marketing allowed Alaska Airlines to survive more tumultuous times during the deregulation of airline industry and the recent rising fuel costs. Kerin (2006) agrees that, â€Å"The existence of different market segments has caused firms to use a marketing strategy of product differentiation. The strategy involves a firm’s using differentiation mix and advertising to help consumers perceive activities such as product (service) activities as being better than the other competing products â€Å"(p2). Classic Airlines can begin improving its profits and market shares by focusing on marketing strategies such as â€Å"best services† in its industry by aligning a customer-centric focus and include the stakeholders in the new restructuring of the company. Classic Airlines can follow AKL’s lead in forming partnerships and alliances to expand its international market. Both parties view the partnership as a pairing of their expansive international networks and allowing ALK an opportunity to build a platform for international growth from the West (Global airlines, 2008, p. 2). This means double benefits for their customers allowing them the additional options offering by the two companies and a chance to redeem mileage points from either of the two airlines. The Disney logo and brand name was built in 1923 on the foundation of The Walt Disney Company. Disney was founded by Walter Elias Disney and cofounded by his brother Roy Disney. The Walt Disney Company has an estimated $35 million in annual revenues (Wikipedia, 2008,p. 1). Disney works includes his alter ego Mickey Mouse, Disneyland, records, movies and the Walt Disney World Resort. What is noteworthy of this entertainment, movie empire is the extent of its marketing strategies to communicate with their customers. Using a marketing mix, Disney’s business strategy encompasses the integrated marketing communications (IMC) that communicates a brand loyalty and consistent messages across all audiences. The IMC is used by Disney via its management team and its internet customers. Disney takes many types of promotional mix as a direct marketing tool to communicate in an exchange with brand loyal customers and with potential customers. This allowed Disney to combine advertising, direct marketing, personal sales, sales promotion and public relations to inform customers of their products, persuade them to use them and remind them of the benefits after they have used them(Kerin,2006,p. ). Having targeted their population segmentation, Disney’s IMC and direct- marketing techniques via large mass mailings, an internet websites and internet-linked kiosks allow loyal customers and potential customers to inquire about their products and services. The IMC, direct marketing, marketing-mix and promotional-mix allows Disney to exchange information with consumers and keep updated of consumers changing purchasing behaviors. As Classic Airlines works on updating the functionality of its current CRM and prepares for the aCRM product development, the company can benefit from a direct marketing approach. Therefore, Classic Airlines must streamline its operations in reducing staff, eliminating aircraft with high maintenance, negotiate wage salaries to match the industry market, focus on smaller planes and improve its rewards program. Once the costs have been reduce, investments can made towards the CRM system that will allow for targeting its marketing population segmentation. Kerin (2006) states, â€Å"Like personal selling, direct marketing often consists of interactive communication. It also has the advantage of being customized to match the needs of specific target markets. Messages can be developed and adapted quickly to facilitate one-to-one relationships with customers â€Å"(p. 7). With a well developed functional CRM and aCRM data warehouse, Classic Airlines can focus on communication exchanges through direct marketing and other forms of IMC to attract new customers and maintain loyal customers. Evaluate the Alternatives In Table 3, all the goals were ranked 5 because the aCRM is a software highly integrated system of providing massive information and data on a time-sensitive arena, there will take many stakeholders and business processes to make this new product development and implementation successful. The best features of the original alternatives were combined to create a short list of second –tier solutions because it was imperative that Classic Airlines created a change management by clearly defining its mission, objectives and align them with their aCRM objectives. Once this has been accomplished it was in the best interests of the stakeholders that a culture of change be established internally before commissioning the aid of external CRM consultants. Due to the amount of organizational resistance due to Classic Airlines original exclusion of the stakeholders in particular the employees, it was best to incorporate any outside help only after internal organizational change and a culture of customer-centric, product-centric and employee rewards for performance were in place. Identify and Assess Risks Many risks can be identified with the implementation of the new product development. Beginning with the risk of organizational resistance, CA will achieve more by including all the stakeholders, especially the customers in a buy-in or adoption of the new product initiative. If CEO and Board fail to incorporate a culture or organizational change by aligning the new aCRM product objective with the overall objectives of the company, the new product development and completion may be in jeopardy. As most benchmarking companies have found that an evaluation of product feasibility s the first research before adopting the new product initiative. The project feasibility will detail costs, risks, labor costs and other assessments needed to make an informed decision about proceeding with the idea. A more profound tangible risk is if enough skilled employees have. A more profound tangible risk is if enough skilled employees have the technical skills to make the new product development a success. Other risks include costs, going pass projected timeframes, and other external risks, such as the vendors failing to supply financial backing. Other risks include software compatibility risks, decrease in profitability and returns. Risks can be mitigated by planning a risk analysis and risk management to align with every department decision making in investments and other decisions that impact the overall value of the firm. According to Seget (2008), key findings includes a risk management WBS plan is needed for CA to implement risk management principles and incorporate them in their job functions. Risks can be tracked and contingency plans in place in case they fail. Implementing risk management in every phase of the aCRM process will ensure that â€Å"potential risks† are identified early on in the product development. A solid risk management plan can help CA face the â€Å"unknowns†; deal with â€Å"unfavorable outcomes† and â€Å"unexpected uncertainties. † Just as the profitability analysis makes good business sense in considering any aCRM and marketing-mix program, conducting a profitability index makes good business sense to determine if the business objectives have been met. Make the Decision The final decision is to develop and implement a new aCRM to remain competitive within the industry. However, to do that a project feasibility and project analysis will be conducted first. Both authors, Kerin (2004) and Segat (2006) agrees to results of a project analysis and market research be completed before any new CRM initiative. These finding will be placed into the new aCRM portfolio that will detail the labor costs, financial investments and workforce needed to complete the product. A management change and organizational culture will be adopted through the mission statements, governance policies, code of ethics and risk management policies. An internal marketing approach will allow an exchange between all stakeholders. Marketing segmentation will allow CA to indentify the customers who will increase the return of investments (ROI) by conducting marketing-mix programs to identify their needs. Customer surveys will allow CA to not only identify those needs but to satisfy unmet needs and identify changing consumer behavior. The challenge for CA is not measuring the ROI or measuring the effectiveness of its total business strategies but determining the effectiveness of the customer-focused strategies. Klenke (2003) suggests that, â€Å"It makes good business sense to bring the project to a final conclusion by determining if the projected results actually were delivered as suggested in the business plan that management approved†¦ A decision must be made whether or to return to the pre-project situation if that is still an option† (para. 139). Develop and Implement the Solution The biggest opposition to any CRM new initiative is organizational resistance to organizational change. The goals it to focus on the greatest resource of Classic Airlines and that is the employees, management and departments and divisions that will be equipped through communication, two-way feedback, employee communication surveys, and an organization culture that values the communication, feedback and decision making of the employees. CA will create an organizational culture within four weeks by communication, mentoring, modeling the new aCRM product project by allowing the employees to engage two way communication, decision making and two way feedback. CA will resolve its unclear objectives by clearly stating them in their employee handbook. Once a feasibility report is conducted and the return on investment (ROI), market ratios and profitability ratios are concluded, CA will proceed to forecasting, internal marketing and environmental scanning. Employee surveys as well as feedback surveys and employee questionnaire will be distributed. The employees, customers and stakeholders will be engaged throughout the product development and implementation. The senior management, change champion, financial officer and human resources departments will be responsible in gathering the research and reporting back to the CEO and board members. At that point information will be disseminated at all levels from the CEO and board through face to face meetings, employee internet, meetings, corporate magazine and other informational channels. Evaluate the Results The success of the current CRM and implementation of the new aCRM will be measured with ongoing forecasting and marketing-mix research. Since these approaches allow for prediction of future trends of customers and organizational buying behaviors it can also predict the possible increase of revenues and profits that a certain product might generate. Measures such as productivity increase, cost reduction and increase in revenues are more reliable metrics in measuring and evaluating the benefits of the CRM implementation. (University of Phoenix, 2008) Many benchmarking companies like PeopleSoft, according to Seget (2004), may fail in its first product CRM attempt. PeopleSoft adopted a PeopleSoft CRM that failed to deliver in terms of functionality for the end-user, the consumer. PeopleSoft developed another system called Peoplesoft8 that address the issues of functionality that their former system failed to deliver. Metrics such as productivity, increases in revenues were some of the measures used by PeopleSoft8. Like Classic Airlines they were facing criticisms of lack of functionality for their customers and had a problem with vendor, supplier and human resources staffing. They became successful in adopting a new â€Å"PeopleSoft 8 CRM† that focuses on employees, targeting customers, supplier relationships and vendor relationships. Seget (2004) agrees that the success of PeopleSoft 8 CRM (PS8) was due to the focus on human resources centric or –HR-centric. Functionality was also a major concern for PS until their adoption of the PS8-CRM. Although Classic Airlines’ new aCRM is not up and running, CA can learn from PS8 by acting quickly by fully integrating the PS8 CRM system and forming a business alliances and partnerships to maximize their aCRM efforts. PeopleSoft has been successful enough to use profits to acquire and merge with other companies and partners (Seget, 2004, p. 80). Other measures include SWOT analysis, gap analysis, and profitability index and churn rates to determine if the objective has been met. Evaluations and customer surveys must be ongoing to allow management to adjust and change their focus as customer behavior and trends change. Conclusion Classic Airlines like most industries are embarking on a fairly new concept, the CRM. Although CRM is a computer based software that provides integrated on demand information for customers, physicians, vendors and ther stakeholders, the system is only as useful if designed around the customer’s needs, wants and expectations. According to Seget (2004), the aCRM model uses analytical models and databases to integrate information that will enhance the customer desire for functionality as well as provide time sensitive information for prompt decision making by pharmacis ts, managers and others that rely on the CRM processes. While Classic Airlines is in its infancy, CEO Amanda Miller must present a project analysis and project feasibility before undertaking the new aCRM product development (Kerin, 2006). According to Kerin (2006) environment scanning and must be conducted not only on its customers but on its competitors as well. Marketing target segmentation, internal marketing, aCRM initiatives, customer surveys and customer audit all work together in reaching an overall business strategy, satisfying the needs of the customer. Classis needs to reduce costs, maximize ROI, match union pay with the industry and restructure the organization with a product-centric and customer-centric focus. Achieving US and globalization as a benchmarking organization stems from an aggressive and proactive marketing program that will operate through an updated CRM system and a future aCRM system that is designed to compensate future environmental changes and thus customer changing needs. An effective marketing program will benefit the customer and stakeholders by assessing the needs of the customer and satisfying those needs (Kerin, 2006, p. 5). Classic must remain competitive by promoting value for all vendors, supply chain and stakeholders. To measure the effectiveness of the aCRM project and current CRM and marketing program must use customer surveys, profitability index and customer audits to determine if the objectives of CRM and marketing strat4egies are being met. Measurements must be conducted on a continual basis to allow management to make adjustments and decisions to align the CRM with the business overall business strategies. References Alaska Airlines. (2008). Retrieved November 26, 2008 from the Web site: http://www. Alaskaair. com/ Band, J. (2003). The CRM Outlook: Maturing to the next level. Computer Wire. Retrieved November 9, 2008 from the University of Phoenix Library Business Insights Technology Web site: http://www. globalbusinessinsights. com. exproxy. |Global airlines face daunting challenges- more mergers and partnerships? (2008). Retrieved November 25,2008 from the University of | |Phoenix, Plunkett Research database. | |Kerin, R. A. , et. al. (2006). Marketing, 8e. Customer relationship and value through marketing. | |New York: McGraw- Hill. | |Klenke, M. , Reynolds, P. , Trickey, P. (2003). Leveraging Customer Relationships, 1e. Tactics to leverage customer relationship. Leyh | |Publishing Company. | Seget, S. (2004). The Pharmaceutical CRM Outlook. Optimizing returns from operational and analytical crm. Retrieved November 5, 2008 from the University of Phoenix Library Business Insights database. University of Phoenix. (2008). Automating a Support System. Retrieved November 16, 2008, from the University of Phoenix, resource, Simulation. MBA570-Sustainable Customer Relationships Course Web site. University of Phoenix. (2008). Classic Airlines, Scenario Two. Retrieved November 21, 2008, from the University of Phoenix, resource, Scenario. MBA570-Sustainable Customer Relationships Course Web site. Walt Disney. (2008). Retrieved November 26,2008 from the Website: http;//en. wikipedia. org/wiki/Walt Disney Table 1 Issues and Opportunities Identification | | | | | |Concept |Application of Concept in Scenario |Reference to Specific |Personal Experience at your| | |or Simulation |Course Concept Organization | | | |(Include citation) | | | | | | | |Classic Airlines has a lack of|To develop value added channels of |â€Å"Just as important is the communication |As a newly hired sheriff | |stakeholder alignment that |communication aligning key |between and within levels. Gone are the days |deputy, jail division I had| |will hinder their ability to |stakeholders under a common vision. |when departments could stand as silos, |grew so fast and the funds | |implement new products and |This is an opportunity to increase |isolated from the rest of the organization by |to run the new facility had| |services/solutions. |organizational comprehension and |impenetrable barriers. Intra-national and |ran over its budget. Rumors| | |employee involvement that results |international competition is now so fierce |were running rampant | | |in the garnering of trust and |that everyone (stakeholders) in the |throughout the organization| | |loyalty among stakeholders. |organization needs to collaborate closely on |that resulted in low | | | |solving organizational challenges and on |morale. The problem for the| | | |achieving agreed strategic objectives. † |Sheriff department was that| | | |(Wyatt,2008,para. 9) |they noticed a rise in | | | | |officer and inmate | | | | |conflicts. The officer’s | | | | |union began to disseminate | | | | |information via brochures, | | | | |newsletters and roll call | | | | |meetings. |Classic Airlines lacks |Classic Airlines has an opportunity|Classic Airlines can select a marketing |My company focuses on brand| |marketing mix and environment |to conduct a marketing mix to focus|strategy such as, best price, best service or |electronics and brand | |scanning strategies to |on the price, product, promotion |best product from conducting a marketing mix |appliances at the â€Å"best | |identify the internal and |and place. These are controllable |and environmental scanning. â€Å"Four elements in |price†. They also offer a | |external factors that will |factors. Environmental scanning are|a marketing program designed to satisfy |price match. Environmental | |meet customers changing needs |uncontrollable factors such as |customer needs are product, price, promotion, |scanning is conducted by | |and improve customer |social, economic, technological, |and place. Kerin,et. al,2006,para. 3) These five|physically going to each | |satisfaction. |competitive and regulatory factors |forces environmental)may serve as accelerators|competitor store and | | |that will impact CA’s overall |or brakes on marketing sometimes expanding or |retrieving information. | | |marketing strategies. |restricting. (Kerin,2006,p. 1) | | |Classic Airlines lacks |Classic Airlines has an opportunity|â€Å"If the objective is to increase customer |As a rehabilitation case | |measurable methods to |to develop and implemen t risk |loyalty, then measurement of churn rate |management, ongoing surveys| |determine if their aCRM, |analysis, gap analysis, and SWOT |(profitability index)and customer satisfaction|and targeted objectives and| |marketing segments, and |analysis and churn rate analysis |will be key in determining how well objectives|compares it to the achieved| |customer surveys to determine |and profitability index to |is being met†(Klenke,2003,para. ) |targets were completed by | |is their overall business |determine if the objectives of | |an automated computer case | |strategies are effective. |loyal customers focus are | |management program. | | |successful. | | | Table 2 Stakeholder Perspectives and Ethical Dilemmas | |Stakeholder Perspectives and Ethical Dilemmas | | | | | |Stakeholder Groups with Competing | | | |Values |The Interests, Rights, and |Course Concept | | |Values of Each Group | | |List: Group X | | | |versus Group Y | | | |CEO Amanda Miller and CFO Catherine|Inter ests include credibility on Wall Street, |â€Å"The American Marketing Association, representing | |Simpson vs. senior management team |stock prices and the media. Values remaining as a |marketing professionals, states that ‘marketing is an | | |viable competitor in the industry. Interests |organizational function and a set of processes for | | |include â€Å"operational excellence† and â€Å"driven by |creating, communicating, and delivering value to | | |numbers† Failing to look to the exchange and |customers and for managing customer relationships in | | |communications will not develop a marketing |ways that benefit the organization and its | | |program to include stakeholders and meet customer |stakeholders. †(Kerin,et. al,2006,p. 12 | | |needs. | |CMO Kevin Boyle, Senior VP of |Interests include the CRM program, â€Å"voice of the |The hallmark of developing and maintaining effective | |Customer Service Renee Epson Senior|customers† employee wage obligations, shareholders|customer relationships is today called relationship | |VP of General Counsel Ben Sutcliffe|and marketing and customer services functions. The|marketing, linking the organization to its individual | |and Senior VP of Human Resources |conflict is that there ne eds to be a decision |customers, employees, suppliers, and other partners for| |vs. CEO Miller and CFO Simpson |making process that includes all stakeholders. |their mutual long-term | | | |benefits. †(Kerin,et. al. ,2006,p. 5) | |Classic Airlines vs. Vendors, |Communities, media and competitors and other |â€Å"The process of (marketing) segmenting a market and | |Distributors, Suppliers, Contact |stakeholders expect that Classic Airlines |selecting specific segments as targets is the link | |Centers, Communities, Media, |management maintain accountability and social |between the various buyers' needs and the | |Competitors, Investors. |responsibility in the new product development via |organization's marketing | | |a market segmentation to meet customer needs. |program†(Kerin,2006,et. al,2006,p. | Table 3Analysis of Alternative Solutions[pic] Table 4 Risk Assessment and Mitigation |Risk Assessment and Mitigation | |Alternative |Risks and Probability |Consequence and Severity |Mitigation Techniques and Strategies | |Engaging stakeholders at all |Organizational resistance. |; Clash between middle management |Establish company culture that values | |levels of the new aCRM product |Increase costs |and employees. |employees a nd stakeholders. | |development. Delay in time projections |;Clash between different |Align marketing goals of aCRM with | | | |divisions. |overall business strategy. | | | | |Establish clear objectives, business | | | | |goals and mission statements. | |Business Alliance with Zurich |Organizational resistance. | ;Clash between external and |Establish company culture that values | |Airlines |Increase costs |internal teams |customers and products. | |Delay in time projections. |; Loss of skilled management and |Communicate, model and lead by example | | | |employees |from CEO, board and senior management. | | | |;Evaluation of team may result in |Establish clear objectives, business | | | |more costs to finance new aCRM |goals and mission statements. | | | |project. | | | | | | | | | | | |Environmental scanning and |Costly |;Research may find that current |Project scope and aCRM portfolio | |marketing-mix research and |Timely |aCRM product is not profitable. |Marketing-mix portfolio. | |profitability index, |More workforce | | | Table 5 Pros and Cons of Alternative Solutions |Alternative |Pros |Cons | |Engaging stakeholders in all levels of the new |Increase employee motivation and morale. Employees may feel over tasked vie new product,| |aCRM product development. |Increase productivity. |training new skills and training new hires. | | |Improve customer services |Increase resistance from some employees. | | | |Deliverables of goals require more time | |Develop business alliances with Zurich Airlines|Add to customer value and increase customer |Increase employee resistance. | |and form other partnerships to remain |benefits. |Time consuming. | |competitive. |Speed up production. Increase costs | | |May reduce overall cost |Organizational resistance | | | |Employees may see | | | |Jobs as being threatened | | | | | | | | | |Environmental scanning, marketing-mix research |May speed up production and implementation |Time consuming. | |and developing ongoing custome r audits, |Aid in developing an overall software synergy |Increase costs. | |profitability indexes to measure overall |fit. |Delay overall time projections. | |effectiveness of the aCRM. |Increase profitability ratios, and return on | | | |investment(ROI) ratios, | | Table 6 Optimal Solution Implementation Plan Action Item Deliverable |Timeline |Who is Responsible | |Initiate a CRM project feasibility, forecasting and | |CEO, Board of Directors and Senior | |marketing-mix before developing and implementing new|4 weeks |Management Team, Financial Manager | |CRM product. | | | | Align new aCRM product objectives with overall | 4 weeks |CEO, Board of Directors and Senior | |business objectives and provide update for current | |Management Team, Project Leadership Team| |CRM. | | |Analyze a profitability analysis, return on | 4 weeks |CEO, Board of Directors, Senior | |investments (ROI) and market ratios to determine | |Management, Marketing, research and | |competitors and competitors prices. | |development and financial manager. | |Adopt marketing-mix strategies that will retain | |CEO, Board of directors, senior team, | |customer loyalty and identify value added incentives|Ongoing |champion leaders, cross functional team | |and rewards for loyal customers. |leaders, employees and customers. | |Train, mentor and lead the employees in the adoption| |Senior management, human resource | |of the aCRM product development by providing them | |management, champion leaders, | |with the highly technical skills, self- paced |20 weeks |cross-functional team leaders and | |training, | |technical skilled leaders, | |e-performance evaluation. | | |Attention to increase funding and workforce addition| |Senior managers, cross-functional team | |to the product support, administrative support, call|24 weeks |leaders, technical skilled leaders, call| |centers, e-business websites for customers and other| |center leaders, information technology | |product development customer enha ncement support | |leaders and customer support leaders. | |systems. | | |Hiring new employees and training them with the | |Middle managers, team leaders, human | |needed KSA’s to provide excellent customer service. |24 weeks |resource manager and management team. | |Business alliances with Zurich Airlines and other | 48 weeks |CEO, Board of Directors and Senior | |business partners. | |Management Team, Financial Manager | |Conduct SWOT analysis, profitability index. | Quarterly/Annually |Team leaders and senior leaders. | Table 7 Evaluation of Results |End-State Goals |Metrics |Target | |Forecasting and marketing-mix will identify |Forecasting results from social economic and |Business customers and regular customers | |market synergies that will keep Classic |technical factors as well as market-mix results| | |Airlines a viable competitor and ahead in the |to identify trends and future trend of | | |CRM market industry. |consumers buying behaviors. | |Classic Airlines will adopt business |Using benchmarking examples from Microsoft, |Target is benchmarking and best practices CRM | |intelligence and align with business partners |PeopleSoft and other leading aCRM and eCRM |service providers. | |to enhance its new CRM product. |service providers, Classic will adopt the | | | |synergy fit for its CRM. | | |Classic Airlines will provide employees with |Providing skills assessments, skills training |Target is employees and stakeholders involve in| |the high technology skills to face a fast |and career advancement, Classic will retain and|customer relations and customer contact. | |changing technical environment. attract those with the technical skills to | | | |remain a viable contender in the CRM industry. | | |Classis Airlines will enhance the functionality|Providing internet and on line information so |Classic Airlines frequent flyer program, | |of the aCRM new product development by adopting|that feedback, information, and decision making|business customers, regular customers and | |personalized websites, target marketing via |can be conducted with more available |potential customers. | |e-business, customer email and other channels |information and time sensitive data. | |to market and sustain customer relations. | | | |Conduct SWOT analysis, profitability index and |Accomplished via multi-channeling, e-marketing,|All stakeholders | |customer surveys to measure the effectiveness |e-commerce and other web bases to measure and | | |of the CRM. |evaluate | | | |Customer loyalty retention. | |

Analysis of a Women’s Quota in India

Analysis of a Womens Quota in India INTRODUCTION OF WOMEN’S RESERVATION BILL The question of a women’s quota in India is distinct from any other nation because the Constitution of India has already provided for quotas for the ‘Scheduled Castes’ (SCs) formerly untouchable castes in the Hindu community and the ‘Scheduled Tribes’ (STs). It has provisions for similar measures for the socially and educationally backward classes now termed as the ‘Other Backward Classes’ (OBCs). These quotas are for admissions to educational institutions, public sector employment and political representation. The 73rd and 74th Constitutional Amendments provided for 33% quotas for women’s representation in the local self-government institutions. These Amendments were implemented in 1993. They were enacted without any pressure or persistent demand from women or any other section. Prior to these Amendments the State of Karnataka had introduced 25% women’s quota in Panchayati Ra j Institutions.1 First elections after the implementation of quotas were held in 1987 (Jain 1996). Later, State of Maharashtra passed a law providing for 30% reservation of seats for women in rural as well as urban local self-government institutions. It is curious that, in spite of over 1,000,000 elected women representatives flooding the local governments; the women’s movement in India was totally silent over this issue till 1996. The smooth passage of the 73rd and 74th Constitutional Amendments encouraged all major national political parties to commit themselves to extending 33% women’s quota to state legislatures and Parliament. The 81st Constitutional Amendment Bill, popularly known as the Women’s Reservation Bill, was introduced in the Parliament in 1996 to that effect. The women’s movement had no role in bringing about this Bill. It did offer some inputs in the Committee hearings but it became vocal and visible on this issue only after its first deb acle in eleventh Lok Sabha. Even then, this visibility was in the form of demonstrations and sit-ins in front of the Parliament and not by way of proactive intervention in the electoral process by supporting women candidates or recruiting movement’s spokespersons in elective roles on various levels. OBJECTIVES OF WOMEN’S RESERVATION BILL The proposer of the policy of reservation state that although equality of the sexes is enshrined in the Constitution, it is not the reality. Therefore, forceful affirmative action is required to improve the condition of women. Also, there is evidence that political reservation has increased redistribution of resources in favour of the groups which benefit from reservation. A study about the effect of reservation for women in panchayats shows that women elected under the reservation policy invest more in the public goods closely linked to women’s concerns. In 2008, commissioned by the Ministry of Panchayati Raj, reveals that a si zeable proportion of women representatives perceive an enhancement in their self-esteem, confidence and decision-making ability. Some opponents argue that separate constituencies for women would not only narrow their outlook but lead to perpetuation of unequal status because they would be seen as not competing on merit. For instance, in the Constituent Assembly, Mrs Renuka Ray argued against reserving seats for women: â€Å"When there is reservation of seats for women, the question of their consideration for general seats, however competent they may be, does not usually arise. We feel that women will get more chances if the consideration is of ability alone.†12 Opponents also contend that reservation would not lead to political empowerment of women because:

Recent changes made to the National Breakfast and Lunch Program Research Paper

Recent changes made to the National Breakfast and Lunch Program - Research Paper Example It is in the process of seeking to ensure that the meals received by children at schools meet the required health standards that the USDA has issued new dietary guidelines, which the school meals should meet. While the new requirements might seem to be too demanding or disruptive of the current school breakfast and lunch program, it is conclusive to say that the new requirements are highly beneficial not only to the school children, but also to the society at large. The U.S. Department of Agriculture (USDA) new requirement standards for the school breakfast and lunch programs provides that children should be served with more fruits, vegetables and whole-grain containing foods, while at the same time being offered low-fat or fat-free dairy products (USDA, 2012). Secondly the new requirements provide that processed meat and processed dairy products should wholesomely be eliminated from the school breakfast and lunch programs, to avoid the adverse health effects that are associated with these type of foods on children’s health (FRAC, 2014). Offering daily plant-based snacks/salads as an option for all children eligible for the NSLP, which constitute of fresh garden salad-bars, as way of ensuring the provision of fiber-based whole meal diet for children (FRAC, 2014). The other recommendation of the new NSLP requirements is that the schools should ensure to offer low-fat, fat-free or nondairy milk on a daily basis as an option for all children eligible for the NSLP, where soy milk; a plant-based nondairy milk, has been recommended as the new milk beverage that schools should offer to the children, owing to the potential health benefits that are associated with this nondairy milk (FRAC, 2014). The other requirement by the USDA revised school food programs provide that the schools should increase their annual food and nutrition classes to a minimum of 50 hours per academic year (USDA, 2012). This recommendation has been established on

Planning for coordination with federal entities regarding homeland Essay

Planning for coordination with federal entities regarding homeland security - Essay Example The Department of Homeland Security is the central agencies that to provide effective management resource within federal, state and local governments on security issues. Its primary responsibility as a security authority is to anticipate, preempt, detect and deter threats to the homeland and its people from terrorist attacks, natural disasters or any other emergency. Its goal is to coordinate different agencies and programs into a single agency for fast and efficient response to the crisis. Larry Ness states, ‘the Department of Homeland Security (DHS) is still consolidating most of the more than 40 federal entities’ (Ness, 2006, p. 49). Its security responsibilities are varied and related to the governmental jurisdictions at federal, state, and local level and acts as a complementary system that connects all levels of government. It is an independent agency reporting to the President and tasked with responding to, planning for, recovering from and mitigating against disaster. Its role has become all the more important after 9/11 and works with a vision of ‘A Nation Prepared’. It works under FEMA and forms integrated disaster response task forces, comprising of emergency service personnel, equipped with necessary skills, techniques and tools that can be deployed for rescuing victims of structural collapse. Its aim is to protect civilians and prevent the loss of property from natural hazards. It acts as an emergency management to protect lives and property through partnerships with governments at the State and local levels as well as the private sector. It helps to promulgate interior security of the nation and the reduction of crimes and potential threats to federal facilities throughout the nation, and require close coordination and intelligence sharing with the investigative functions within Immigration and custom enforcement (ICE). FPS is a full service agency with a comprehensive HAZMAT, WMD,

Political socialization Essay Example | Topics and Well Written Essays - 750 words

Political socialization - Essay Example There are many different agents of political socialization, which have various kinds of influences on the people who are exposed to them. The basic understanding of the processes of political socialization could be considered from the point of view of the shaping of individuals’ minds towards certain directions. Some of the agents of political socialization include family, the media, peer influence, school, religious affiliation, geographical factors, environmental factors, and other realities that influence perceptions and attitudes towards tasks (Greenberg 41). Individuals may awaken to political realities in accordance with the general direction provides by the family. Usually, parents or the elderly people in the family teach the younger members of the family about certain political subjects. In most cases, such early contact with political realities eventually affects the manner in which people come to perceive of political matters in their future. Studies have pointed out that family is usually the most important agent of socialization for any individual or a group of individuals. It is therefore important to consider the fact that family affects people and individuals in a very significant way. The media is another most influential agents of political civilization (Greenberg 55). The function of the media as an agent of socialization could be seen in terms of its standard roles, which includes informing, entertaining, and educating. Many people come to learn of political realities through the information they get from the media. The media may have a lot of influence on the attitudes and opinions regarding certain political positions. Generally, the media provides the kind of information that helps people to make decisions regarding political matters. It expands the understanding of people by reporting and analyzing political events, personalities, ideas, and situations. Families and

Quality Management Planning Strategy Essay Example | Topics and Well Written Essays - 500 words

Quality Management Planning Strategy - Essay Example This means the current processes need to be improvised to continually achieve better and higher outcomes. For this, the company will be adopting an overall Total Quality Management (TQM) approach, which will focus on overall improvement of the company, its processes, products and services with the help of knowledge and experience of all employees. This approach is highly flexible and can adopt various practices (Ghuman & Ashwathappa, 2010). Implementation of TQM across the organization is done through various tools and techniques in congruence with the nature of the work. The manufacturing units will use Six Sigma and Lean methodology by which the quality and efficiency of product manufacturing will be judged and continuously improved to achieve Six Sigma level of accuracy. Six-Sigma will be based on data and statistics of products and their quality. Moreover, lean methods will help in eliminating wastage and in reducing manufacturing costs. To maintain healthy and safe work environment, effective and well-defined processes for disposal and storage, and safety methods will be followed at all locations (Organization-wide approaches, n.d). The standardized processes for manufacturing across all locations will be retained; however, to reduce the manufacturing lead time, raw materials will be acquired on a Just-in-time (JIT) basis (Ghuman & Ashwathappa, 2010). However, considering the fluctuating demand and rapidly changing market environment, the product process will follow the pull process, which adapts production to customers’ demand. Benchmarked targets will then be applied for individual production units on an hourly, daily and monthly basis till the project is completed. Quality Circles will be formed at every location with small group of employees who will assess the quality of all functions and products.

Differentiated Instruction for Student Readiness Assignment

Differentiated Instruction for Student Readiness - Assignment Example All sated objectives in the lesson relate directly to the assessments, provided numerous opportunities for differentiated instruction. Based upon student interest, the instructor can tailor make various videos, multi-media, technology, and print based options for the students to learn the necessary concepts for this unit. Each of these strategies would fit the stated learning outcomes (that each student will understand the influence that others have on our way of thinking) and can be aligned to cover differentiated access, product, and content. Differentiated Access It is important the teacher of this lesson work hard to differentiate the way in which the learning objectives are taught to the students. This involves the process of helping the student make sense of the writings that influenced the Founding Fathers and to truly understand and develop an ownership of the key facts, concepts, generalizations, and learning objects of the lesson overall (Sousa & Tomlinson, 2011). The activ ities that are used in class to support the specific outcomes for this lesson on influential writing and the United States Constitution should be purpose driven and related directly back to the stated learning objectives for the unit. ... The teacher, then, should work to provide the appropriate level of support to each student based on that activity they have chosen, and the ability level that has been demonstrated to that point. Finally, the teacher can provide options and choices to the students in the class in terms of how they express what they have learned. Instead of mandating, for example, that the final project be a PowerPoint presentation on the influential writings of the Founding Father, choices can be given and the class lead towards a variety of assessment delivery options that can make the learning process come alive. Students could choose to create a dramatization, cartoon, or other form of media such as writing a letter to the editor of a newspaper, or developing a brochure aimed at illustrating the various influential writings that helped shape the foundation of the Constitution of the United States of America. Differentiated Product There are various products that can be utilized in this particular lesson to account for differentiated instruction. There are various ways to make sure that this in an effective unit. The instructor can work to allow students to design the products that they will be utilized to be centered around essential learning tools. The students can also be encouraged to express what they leavened in a variety of ways. This can occur by allowing them to present their projects in a format of their choosing. The assessment can also be offered as a group or individual project, to allow students the opportunity to complete the work in a way that is more suited to their own personal interest. In addition, it is important that the

Slavery in Classical Greece Essay Example | Topics and Well Written Essays - 1000 words

Slavery in Classical Greece - Essay Example Homer was one of the authors that put slavery into question. In his works he identifies economy as the main justification for slavery in ancient times. Homer describes slavery as â€Å"an inevitable consequence of war†. The ancient Greeks in Homer’s time saw slavery as only natural and that it was only possible to enforce because slave masters were superior to their slaves. In exploring the reality of slavery in ancient Greece, this essay explores the quality of slavery conditions in terms of working conditions, general treatment, slave rights, and social and legal securities. Helots were the foundation of the Spartan economy, essentially in mass food production. The helot population in Sparta outnumbered that of the citizens by far. The bid to control the large slave population is considered to have turned the Spartan society to a community well vast in military skills. The general treatment of the helot is seen a harsh in many accounts. It was mandatory for the helots to give a fixed amount of their farm produce to the state, although it is not apparent whether they were allowed to sell surplus produce and keep the returns for their own benefit. Helots were required to remain within the lands they were bonded to. In times of war they were required to act caterers and personal servants to warriors or serve as infantry assistants. Contrary to Athens, in Sparta, helots were considered as state enemies by law. They were required to wear humiliating clothing that would distinguish them from the rest of the Spartan population. Helots were publically punished and subjected to annual beatings to remind them of their servile place in society. The Spartan slaves were guided by strict codes of conduct and rules whose slightest defiance was met with dire consequences. The chief magistrate (ephors) declared ‘war’ on helots annually. This involved a hunting down, punishing and even killing of any helots who was thought to be ‘suspiciousâ₠¬â„¢. This was done by a private dispatch of proficient young men in the community, armed with swords. They killed helots they meet in the highways at night and sometimes they could set upon them in the light of day while they are working in the fields and brutally murder them. This directed violence was a strategy to keep the large helot population under control by instilling fear in them. The fact that there was no penalty for the murder of helot meant that Spartan slave s could never be assured of personal safety. Athens being a generally developed area, majority of its privately owned slaves worked as household slaves. They were tasked with household duties that were mainly domestic roles. However, some of the Athenian slave master involved salves in more complex domestic duties such as tutoring and caring for children. The kind of responsibilities required of an Athenian slave depended their ownership and level of education. Unlike their privately owned counterparts, state -own ed slaves have the opportunity of being absorbed to serve in relatively high social position within the community, such as bankers, secretaries and law enforcement. Often, slaves were used as security men for their masters and also as law enforcers for the state. Wealthy Athenian slave masters used skilled slaves as craftsmen in the workshops. In analyzing the relationship between Athenians and their slave it is important to pay particular

Abnormal Psychology and Therapy Essay Example for Free

Abnormal Psychology and Therapy Essay Psychology can be described as examination of ideas, intuitive feeling, and the way someone thinks and uses his or her wits be it physical, mental, or cognitive. Abnormal psychology is ideas or conduct causing the individual troubles. The deficiency may be sadness, potential fight, or simply uncomfortableness in the individuals daily life. Mental disorders or mental disease are practices not in general associated with a person. A number of these disorders can harm others or the one who is battling with the disorder. There are a number of therapies for these disorders and are different in each case. A closer look and contrast of normal and abnormal psychology is need along with mental disturbance and mental disease from a psychology position polishing off by way of a look at different therapies useful for normal and abnormal psychology. Abnormal and Normal Psychology are likewise, also the two look into behaviors, and because of individuals different cultures and beliefs some behaviors are normal. Then again oftentimes they could be different for the behavior is not really typical or something out the ordinary. To know the difference between normal and abnormal psychology helps with acknowledging mental disturbance from a psychological perspective. To help illustrate our research on abnormal psychology, this section will compare and contrast normal and abnormal psychology. Normal psychology focuses on the different ways different people see life and want to live life, rather than relying on generalizations made about whole populations of people. See more:  Mark Twains Humorous Satire in Running for Governor Essay These generalizations can often do harm because without proper consideration they can often imply norm of behavior inimical to a person’s existence. A normal psychology in this way doesn’t imply a perfect individual existence, nor that there aren’t any pathologies. Abnormal-is the branch of psychology that studies unusual patterns of behavior, emotion and thought, which may or may not be understood as precipitating a mental disorder. The field of abnormal psychology identifies multiple causes for different conditions, employing diverse theories from the general field of psychology and elsewhere, and much still hinges on what exactly is meant by abnormal. Mental disorders and mental illnesses This next section will examine mental disorders and mental illnesses from the perspective of psychology. Adjustment disorders of mental disorders is related to an identifiable source of stress that causes significant emotional and behavioral symptoms. Anxiety disorders are those that are characterized by excessive and abnormal fear, worry and anxiety. In one recent survey published in the Archives of General Psychology 1, it was estimated that as many as 18% of American adults suffer from at least one anxiety disorder. Cognitive disorders are psychological disorders that involve cognitive abilities such as memory, problem solving and perception. Some anxiety disorders, mood disorders and psychotic disorders are classified as cognitive disorders. Alzheimers disease †¢Delirium †¢Dementia †¢Amnesia Therapies Psychotherapy is a general term that is used to describe the process of treating psychological disorders and mental distress. During this process, a trained psychotherapist helps the client tackle a specific or general problem such as a particular mental illness or a source of life stress. Depending on the approach used by the therapist, a wide range of techniques and strategies can be used. However, almost all types of psychotherapy involve developing a therapeutic relationship, communicating and creating a dialogue and working to overcome problematic thoughts or behaviors. †¢Psychoanalytic: An approach to therapy that involved delving into a patient thoughts and past experiences to seek out unconscious desires or fantasies. Cognitive-behavioral: A type of psychotherapy that involves cognitive and behavioral techniques to change negative thoughts and maladaptive behaviors. Humanistic: A form of therapy that focuses on helping people maximize their potential. Medical therapy for mental disturbance and sicknesses change between each philosophical system. The earlier style of psychotherapy were the psychodynamic therapies. Psychodynamic therapy tries to change personality practices through perceptiveness and the therapist-patient relationship (Kowalski Westen, 2009). Inside this subdivision of therapy dwell the proficiencies of psychoanalysis and psychodynamic psychotherapy. These particular therapies ask the patient to lie on a sofa or sit opposite with a therapist and talk about what one thinks of, a technique known as free association. The two most adept humanistic therapies are Gestalt therapy and the client centered therapy. Gestalt therapy is somewhat like psychodynamic psychotherapy. The most commonly known technique of the therapy is the empty chair technique. Through this method the patient exercises emotional expression by visualizing that the individual him or her wants to converse with is in the chair. The second humanistic therapy is the client centered therapy. Through this technique the therapist exhibits an position of full credence for the patient by listening emphatically. Therapeutic change occurs as the patient hears his or her own thoughts or feelings reflected by the nonjudgmental listener. Conclusion There are a number of therapies for these disorders and are different in each case. Abnormal and Normal Psychology are likewise, also the two look into behaviors, and because of individuals different cultures and beliefs, some behaviors are normal. Lastly, normal and abnormal look into behavior, this behavior may be causing the individual troubles, confrontation, or simply uncomfortableness in daily life. Mental disorders including schizophrenia and Obsessive compulsive disorder can harm others or the individual battling with them. Mental illnesses comprise of perturbations of mentation, experience, and emotion cause operative disability making it very hard to nurture relationships, keep a job, and can lead to suicide. Treatment will change with regards to the form of disorder a individual has and the individuals commitment to look for assistance with a therapist. References Kowalski, R., Westen, D. (2009). Psychology (5th ed.). Hoboken, NJ: Wiley. Nami ( National Alliance on Mental Illnesses, http://www.nami.org/Content/NavigationMenu/Mental_Illnesses/Depression/Mental_Illnesses_What_is_Depression.htm retrieved December 01, 2012. Stanford Encyclopedia of Philosophy, http://plato.stanford.edu/entries/mental-illness/ retrieved December 01, 2012. www.uidaho.edu/psych101/abnormal6.pdf. Retrieved December 02, 2012 Wood, S. E., Wood, E. R. The World of Psychology. Boston, MA: A Pearson Education Company. Page 538

Challenges and Opportunities to Chinas Banking Industry

Challenges and Opportunities to Chinas Banking Industry The banking industry in China has the platform for future growth opportunities but often come with strategic challenges. ACMR-IBISWorld forecasts that in the five years through 2021, total assets of the Commercial Banking industry in China will increase at an average rate of 11.9% per year, to $48.2 trillion by the end of 2021.1 Industry revenue is forecast to grow at an average rate of 5.4% per year to $818.5 billion in 2021.1 China has become the target of many foreign banks and financial institutions as a result of its huge market size. Other reasons include continuous deregulation, WTO commitments and the improving market conditions with strong fundamentals. However, there are also several main challenges that obstruct the industrys growth. Opportunities Opening Requirement: According to the China Banking Regulatory Committee, foreign banks accounted for barely 2.3% of total commercial bank assets at the end of the third quarter of 2012.1 However, in order for China to meet its World Trade Organization (WTO) accession commitments, they are required to further open its banking sector to foreign banks. The easing of restrictions provide an opportunistic window for foreign banks to grow or enter the market. Deregulation: Beginning in 2003, China has begun to allow qualified foreign banks to offer RMB banking services to Chinese enterprises. In addition, some restrictions on geographic distribution and foreign exchange services offered by foreign banks have been lifted. Banking services have been opened to overseas banks in 13 cities, up from only 2, Beijing and Shanghai, before Chinas WTO entry.1 Innovation: In 2006, China officially opened its banking sector allowing foreign banks to conduct RMB business, removing geographical and client restrictions.1 In 2009, new development opportunities for commercial banks opened up which led to many changes in terms of competition, technologies, product diversification and industry profitability. As a result, domestic banks face increasing pressure to upgrade operations management, internal controls and product and service innovation. Banks with a technological edge or process driven technology can begin creating a strategic opportunity to gain the competitive advantage and market share in China. Challenges Governmental Barrier to Entry: The banking industry in China is known to have high levels of regulation and policy. For companies looking to enter the China market, the requirements for obtaining a license in order to operate as a commercial bank in China are set up through the Financial License Management Rules and approved by the China Banking Regulatory Commission (CBRC).1 In addition, Commercial banks in China are subject to the supervision of, and regular inspections by, the CBRC. In general, the application for preparing the establishment of a new branch by a policy bank, a wholly state-owned commercial bank or a joint-stock commercial bank shall be filed with and reviewed by the CBRC provincial office in the province where the proposed branch is to be established, and shall be subject to the final approval by the CBRC headquarters. Competition: Given the strict government controls and the high level of intervention in the industry, prices are quite regulated and product innovation and diversity are not the main basis for competition. In general, the approval requirements for new products are very strict. They are often the subject of complicated approval processes and lengthy approval times, and as a result are not main competitive factors. Chinas banking industry brings heavy competition as commercial banks generally offer similar products at similar prices providing difficult to gain a competitive advantage. Relationships: In China, the biggest competition has focused on client relationships with large customers, an important part of the business environment.1 Relationships are usually found using guanxi which is a combination of developing personal connections with customers as well as a network of close contacts.2 Given the low level of product diversification and similarity in services and prices, banks compete for specific and often the same customers in hopes of developing long-term relationships.

Society’s Treatment of Women Revealed in The Yellow Wallpaper

Society’s Treatment of Women Revealed in The Yellow Wallpaper      Ã‚  Ã‚  Ã‚  Ã‚   Charlotte Perkins Gilman had problems. Most of those problems resulted from her nervous condition that was previously termed â€Å"melancholia.† She did not give in – Gilman was a fighter. Instead of bowing to the disease, she wrote â€Å"The Yellow Wallpaper,† a story intended to help other women suffering from a similar fate. Although this explanation reveals why Gilman wrote the book, it does not reveal the true intention of the story. This is not merely the tale of an insane woman. The narrator’s insanity is a symbol for Gilman’s commentary on the evils of social conformity with relevance to the role of women in society. The narrator comes to realize the inhumanity in society’s treatment of women, and, as a result of her awakening, she cannot help but visualize her own torment brought on by the old yellow wallpaper that hangs around her, a faded cage. The narrator’s name is left a mystery in order to give her u niversal appeal. The narrator could be and is every wife, every mother, every daughter, every woman. Gilman uses imagery and literary devices to convey her moral of the mistreatment of women in the 19th century.      The first striking image that readers of "The Yellow Wallpaper" are presented with is not that of a room, it is not of the house, but of the character of John, the husband. John is described as a man of a "practical and ext... ...21-530. King, Jeanette, and Pam Morris. "On Not Reading Between the Lines: Models of Reading in 'The Yellow Wallpaper.'" Studies in Short Fiction 26.1 (Winter 1989): 23-32. Knight, Denise D. "The Reincarnation of Jane: 'Through This' - Gilman's Companion to 'The Yellow Wallpaper.'" Women's Studies 20 (1992): 287-302. Rigney, Barbara Hill. Madness and Sexual Politics in the Feminist Novel: Studies in Bronte, Woolf, Lessing, and Atwood. Madison, WI: The University of Wisconsin Press, 1978. Russell, Denise. Women, Madness and Medicine. Cambridge, MA: Polity Press, 1995. Showalter, Elaine. The Female Malady: Women, Madness, and English Culture, 1830-1980. New York: Pantheon Books, 1985.   

Family Albums: A Practical Analysis Essay -- essays research papers

Since their inception in the 1860s, family albums have played an important role as the promoters of familial ideology and treasures of familial memory. ‘Most family photograph albums in containing a great variety of items, both identified and unidentified, from different periods and of varying quality,’ held together by their collective identity with the family (Schoeman, 1996: 8). The function of familial photography is to ‘fix perception and memory, represent a method of preserving memories, document important moments and confirm social relationships and fact of belonging’ (Tobiassen, 1990). When photographs are stored in albums the process ‘resembles the writing of family history’ (Tobiassen, 1990), and are thus a resource constituting an important mnemonic aid in the construction of a family narrative, although Tobiassen omits any thought that the photograph album is probably the closest that most families will ever approach to narrativisin g and transmitting their individual and collective familial experiences for later generations. Early portrait photographers stressed the importance of the photograph as a moral stabilizer for families and the social fabric, "†¦ family photographs sustained sentimental ties in a nation of migrants." (Alan Sekula, 1986) These sentimental ties, especially those produced by viewing photographs of deceased loved ones, enabled families to document their lives as they happened, and to remember those who had predeceased them, thus forming a seemingly cohesive "history" on which to build a nation. Therefore, family photographs can be considered cultural artifacts since they document the events that shape families' lives and so the recording of family history becomes an important endeavor. In many cases, photographs are the only biographical material people leave behind after they die (Boerdam, Martinius, 1980). However, the impact of family photo albums extends beyon d merely recording history. Interpretation of family structures, relationships and self is possible through viewing family photographs. Interpretation of meaning behind photographs assumes that they are a means of communication (Entin, 1979). Much like family storytelling, photographs indicate relationships within and among the family. The family photo album is indeed an easy way to initiate outsiders to family history (Boerdam, Martinius, 1980)... ...separations and sibling rivalries needs to be studied. Historical documents, such as family photographs, can provide essential background information as well as indicate important people and relationships within a story. References Alan Sekula, "The Body and the Archive," 3-64, October, 39, Winter, 1986, p. 8. Boerdam, Jaap and Warna Oosterbaan Martinius. (October, 1980). "Family Photographs - A Sociological Approach," The Netherlands Journal of Sociology, v16, n2, pp. 95-119. Halle, David. (Summer, 1991). "Displaying the Dream: The Visual Presentation of Family and Self in the Modern American Household," Journal of Comparative Family Studies, 22: pp. 217-229. Merz, Caroline. (August, 1988). "Smile, please," New Statesman & Society, v1, n10, p. 42. Tobiassen, Anna Helene (1990) ‘Private Photographic Collections as an Ethnological Source.’ Ethnologia Europaea 20.1. 81-94. Titus, Sandra L. (August, 1976). "Family Photographs and Transition to Parenthood," Journal of Marriage and the Family, 38: 525-530. Trend, David. (February, 1992). "Look who's talking: Narratives of Family Representations," Afterimage, v19, n7, p.8.

Women in the Second Industrial Revolution Essay -- Essays Papers

Women in the Second Industrial Revolution The Second Industrial Revolution had a major impact on women's lives. After being controlled fro so long women were experiencing what it was like to live an independent life. In the late nineteenth century women were participating in a variety of experiences, such as social disabilities confronted by all women, new employment patterns, and working class poverty and prostitution. These experiences will show how women were perceived in the Second Industrial Revolution. Women were confronted by many social obligation in the late nineteenth century. Women were living lives that reflected their social rank. They were expected to be economically dependent and legally inferior. No matter what class women were in, men were seen as the ones who go to work and make the money. That way, the women would have to be dependent since they were not able to go to work and make a good salary. No matter what class a woman was in, she could own property in her own name. When a woman became married she " lost control of any property she owned, inherited, or earned" ( Kagan et al. 569). A woman's legal identity was given to her husband. Getting a divorce was very difficult, most nations would not even end a marriage by having legal consent. Court trials were expensive which made it hard for a women to afford. Even if a divorce was granted the women would not receive anything. The children, land, house, and all of her belongings would be given to the man. If the father choose he could take the children away from the mother at any time and give them to someone else to raise and care for. The illustration above represents the typical appearence of a woman during the re... ...en started taking more of a stand on their beliefs. Women's movements started forming, which made it possible for women to get a higher education. Women became more intelligent and confident in their abilities to fight for more rights such as voting, higher pay in their jobs, and to be treated equally. Today women are the product of hard work and achievement and continue to gradually overcome their minority status. Works Cited 1. http://www.colby.edu/personal/rmscheck/GermanyB4.html 2. http://lcweb.loc.gov/exhibits/bnf/bnf0006.html 3. http://www.fordham.edu/halsall/mod/1873anthony.html 4. http://www.theblackswan.com/review/bits22.html 5. http://sol.slcc.edu/distance/inet/ecn274/women/education_1900.htm 6. Kagan, Donald et al. The Western Heritage Brief Edition. Prentice Hall, inc.1996. 7. Roberts, Nickie.Whores in History. Harper Collins, 1992.

Hamlet vs All My Sons Essay

There have been many women in history who are known today by their different characteristics. For example Beverly Allitt, known as the â€Å"Angel of Death† a pediatric nurse who killed 4 children and injured 5. Queen Victoria supported an act of parliament 1938 which abolished slavery in the colonies of the British Empire. This goes to show that although people may think women are all alike, they are most definitely not. Kate Keller of Arthur Miller’s All My Sons and Gertrude of Shakespeare’s Hamlet are both very different characters who share but very few similarities throughout the two plays. Ones knowing of their partner’s crime committed, one’s action of lying, and their different levels of intelligence, all prove that the two women are both different. Incorporated in both Hamlet and All My Sons, are mysteries. In Hamlet of course, is the mystery of Hamlet’s father’s death. Who murdered him? Claudius, we know. However Gertrude did not know. There is no evidence that she had any idea of it, although Hamlet does accuse her, at one event in the play, of knowing that Claudius is a killer. Whereas Kate from All My Sons knows everything about what her husband Joe, has done. She knows he is guilty of the deaths of the pilots. It is evident from the beginning of the play that Kate is in fact guilty of something. When Ann shows up, her behaviour towards her is strange, and of course, she acts this way because she is afraid that Ann may know something that will bring the truth out. She will not let go of the possibility that Larry is alive, which brings in foreshadows. For example when she says to Joe, â€Å"You above all have got to believe, you†¦Ã¢â‚¬  (1.309-312) Ann’s brother George goes by the house shortly after Ann arrives. He had just visited their father in prison, and has come full of rage. Kate notices, and quickly lures him in with her charm, and motherly characteristics to make him almost forget why he was angry, to protect her and Joe from the secret they have been keeping. This is a big factor which differentiates the two characters, Gertrude and Kate. One knew of the crime committed, and the other did not. Kate from All My Sons seems to be a very clever woman. In fact, she is extremely intelligent. She is aware of everything that could go wrong. She is very careful in what she says and does, and she knows how to handle any bump in the road. She does so, throughout the play, like when Ann’s brother George arrives. However, her being intelligent does not make her a very rational character. 3 years after the disappearance of her son Larry, she still hopes to believe he is alive. She clings to that idea. She believes in any given â€Å"sign† or superstition. Like for example the whole situation of the horoscope. Gertrude from Hamlet is less intelligent. She is more ignorant. She is taken in by Claudius’ looks and charisma, and quickly marries him. You would think she must have known about Claudius being her husband’s murderer, jumping in to a marriage with her brother in-law so quickly. However, she knows nothing. It was no act of mischievousness, only an act of ignorance, showing she may not have even loved Hamlet’s father at all, or very little. Hamlet also acts strange around Gertrude. He is disgusted by his mother’s actions. Gertrude does not have a clue as to why he acts that way, until he tells her. Only then does she realize her actions were been wrong. Kate is a woman known to have a large capacity for love. She loves her family, evidently. She does however have an even larger capacity for lying. She knows that Joe sent out the cracked cylinder heads out, and caused the death of several pilots. She and Joe both keep the secret. She hopes and prays that her son Larry is still alive to not have to deal with the fact that his own father was the cause of his death. She states, â€Å"As long as you live that boy will be alive, that boy is alive. God does not let a son be killed by his father.† Gertrude on the other hand does not lie the way Kate does. Yes, she does lie to herself about the possible consequences of her poor actions, but I wouldn’t see it as particularly lying, I see it more as ignorance. Simply, she is refusing to believe the truth. Therefore, Kate Keller is a liar, while Gertrude is not. You may say that both Kate and Gertrude share the same motherly characteristics. They both have strong connections with their sons. Nevertheless, Kate seems to have a more genuine love for her son. Gertrude is more selfish. She hurries in to a marriage soon after Hamlet’s father dies, and does not think of the harm it will do to her son. Kate, although she does lie, shows that she genuinely loves her sons, and that she always wants the best for Chris. It is clear that Gertrude of Shakespeare’s Hamlet and Kate Keller of Arthur Miller’s All My Sons are two very different characters. Gertrude is innocent, in not knowing the crime Claudius has committed, where Kate Keller does know the crime her husband has committed. Both women have different characteristics. Kate being smarter than Gertrude is one of them. And lastly, share a different love for their sons. owner

Descartes and Skepticism Essay

Rene Descartes was a great scientist, mathematician and philosopher. He was known for his extensive work on skepticism, and in particular a piece called â€Å"Meditations on First Philosophy† (written in 1641) which is still widely used by modern philosophers. In this publication, Descartes’ aim was to demonstrate that a persons’ soul is eternal and that God exists. He explains in Meditation One that it is possible to question the existence of all things; in Meditation two he goes on to give details regarding the existence of the mind and the soul. In the Third Meditation he gives arguments of proof of Gods’ existence; and in Meditation Four he explains the difference between truth and error. In the Fifth Meditation Descartes provides further arguments to prove the existence of God and in the Sixth and final meditation he brings it all together as he demonstrates how knowledge of the mind can be guided by God and therefore validates the knowledge we have of physical world. (Stanford Encyclopedia of Philosophy, 2010). This essay will explain Descartes argument of the existence of God with specific reference to the Third Meditation discussed in the class handout- ‘Descartes and the problem of Skepticism’. Meditation Ð ¨- God’s Existence In the Third Meditation, subtitled â€Å"On God’s existence,† Descartes is certain that he is a â€Å"thinking thing† (pg 142) and sets out to prove God’s Existence. There were two major standpoints noted in his argument, though they were found to be closely linked. Firstly, he tackles the idea that his own existence and thoughts must have come from somewhere or something. He goes on to explain that the thought he has of God is one of an â€Å"eternal, infinite, omniscient, omnipotent, creator of all things† (pg 143). As a result, Descartes argues that the idea of God must therefore be far more complex than his mind alone can perceive- since his idea of God is that of an infinite, perfect being and Descartes himself is a finite being lacking enough formal reality to create such an idea on his own will. Put simply, Descartes believes that the idea of God could not have been created in his own limited mind; and he establishes that God must be the originator of his thoughts and therefore God exists. Secondly, Descartes battles with the idea that his existence must have a cause. He discusses the various possibilities that might have caused his existence including that he might have created himself; he might have always existed; his parents created him; that he was created by something less benevolent and perfect than God; and lastly, that it was God who created him. Descartes takes on an elimination process to figure out which one of these possibilities are likely true. He discusses that he could not have created himself because as he says â€Å"I would have given myself every perfection† (pg 146). Next he dismisses the idea that he always existed simply because as he describes that he is a dependent being that needs to be continually sustained by another. Descartes establishes that the idea of his parents being his creator only reintroduces the same problem regarding their own existence. He then thought of the possibility of a less than perfect God being his creator- but he argues that the idea of perfection that exists in his mind could not have originated from a non-perfect being. With this established, Descartes concludes that there must be a perfect God who is the cause of his existence and his perfect idea of God. In analysis of Descartes position, the observation is made that the basis of his argument is causal reasoning. This is shown when he suggests that there must be a cause of the idea of a perfect God and that this perfect idea must come from God himself. In my own reflection, I thought that living a predominantly Christian society might be the cause of my own idea of God. I have learnt all that I know about God from my parents and by extension the society. It therefore follows, that my parents’ idea of God might have come from their parents also, whose idea somewhere along the line came from the church- which is also made up of men who has parents. Descartes argument supports that at the end of this causal chain, there has to be a first cause, which is God. Since there is no direct of evidence proving or disproving the existence of God, the belief in his existence is widely accepted today, and the search for such a proof would always be a highly debatable and controversial topic. While there is still disagreement over Descartes argument as to whether or not God exists, it is generally agreed that God’s existence cannot be proved through the capacity of the mind and therefore we rely on such concepts as skepticism and reasoning to guide what we choose to believe of God. References * Smith, K. (2010, September 20). Descartes’ life and works. Retrieved October 11, 2011from http://plato. stanford. edu/entries/descartes-works * Class Handout- Descartes and The Problem of Skepticism.

Factors that need to be taken into account

Explain the factors that need to be taken into account when assessing development BY sullRun CYPCore32 Promote child and young person development CYPCore32-1 Be able to assess the development needs of children or young people and prepare a development plan. CYPCore32-1. 1 Explain the factors that need to be taken into account when assessing development. When carrying out an assessment, there are a number of important factors that have to be taken into consideration.Before recording any information, permission should be obtained from the parents/ carers of the child and possibly even the child. This permission is normally obtained when the Policies and Permissions are signed as part of the contract of care. The information recorded should be appropriately shared with the parents/carers and other professionals who are involved with the care of the child e. g. physiotherapists, occupational therapists.Paper copies of the information should be kept secure in a ockable filing cabinet whil e digital data should be stored on a removable device that can be locked away or on a cloud based system that has appropriate security measures and can only be accessed by the childminder and possibly parents/carers. Care should be taken when observing the child and their feelings should be taken into account e. g. a child might become closed if they see a camera pointing at them or they feel that the personal space is being invaded. Ethnic, cultural and language backgrounds should be taken into account e. a family might be offended if a male is observing their child; or it might be difficult to understand a child who does not have English as their primary language. A practitioner should be aware that a child who is disabled or has special requirements might not be as developmentally advanced as other children e. g. a two year old who has suffered a stroke might have difficulty in walking or might only have full function in one arm. The information recorded should be based on accura te factual data obtained from your observations.Personal opinions should not be recorded as the data could be biased and effect future planning for the child. Children should not be compared against each other as one might be more advanced in some areas then the other and vice versa. Where two people are observing the same child at the same time, the data recorded can be more accurate. Observations should take place in a variety of locations over a period of time so as much information can be gained giving a bigger picture of the child's development.

Corning Glass

Case Studies Corning Glass Background Corning Glass is a large, multinational organization involved in glass and related products with an increasing emphasis on high-value, technologically-specialized products, many of which are now part of joint-venture programmes and developments. Innovation ‘Claim to Fame’ This firm is another of the ‘100 club’, having been founded back in the mid-nineteenth century. It was a pioneer in process innovation enabling high-volume manufacture of glass, but in the twentieth century moved into developments of specialized glasses which led through to a variety of product/process innovation links.It has successfully managed to avoid the commoditization of its core products by repeatedly climbing up the technological ladder to enter new and more difficult fields in which it can preserve competitive advantage. Its consistent investment in R&D has meant it has a ‘technology till’ into which it has been able to dip each t ime the company has faced crisis. At first perhaps by accident but in more recent times as a function of strategic design, they have built a capability for reinventing themselves – moving from a glassmaker to a fibreglass pioneer to a key player in photonics, fibre optics and moving into Internet services.How Do They Manage Innovation? Corning’s history is one of continuous innovation, much of it around process, but one which is also punctuated by breakthrough shifts into new and key areas. They have increasingly come to use external partners bringing new and often very different knowledge sets and have learnt to let go of their earlier reliance on doing it all in-house. Similarly they began life as a technology push company but some big mistakes, such as their expensive failure in trying to create a technology-driven market for automotive safety glass, led them to rethink and shift to a much more market-linked organization.A key stage came in the 1980s when they recog nized that growth and increasing diversification of innovation options required that they systematize their approach to its management – prior to that it had been a classic culture of individual champions driving a technology system. They identified their ability to ‘dance’ as being key to their innovation success – that is, getting different and complementary knowledge sets to come together around a new product concept and turn it into reality at high speed once the core principle had been articulated. Innovation Strategy and LeadershipThe company has always held innovation as a core strategic value, and they link this strongly to generating and managing intellectual property – their knowledge bank. ‘What really matters for innovation †¦ is continuous generation, management and deployment of intellectual property as a strategic asset’. This has been a boardroom issue on a number of occasions when the company has faced crisis †“ for example, when the market for television tubes declined and they were forced to make significant cutbacks  ©2005 Joe Tidd, John Bessant, Keith Pavitt www. wileyeurope. om/college/tidd 1 Case Studies and changes – but it has helped them move forward each time into new technological and market fields . Their strategy until recently can be described as strongly technologyled but there has been a marked shift in the late-twentieth century, first to a marketoriented approach and most recently to a network-based model which sees key alliances as the way forward. A number of key strategic enablers are worth flagging: †¢ Consistent support for 150 years for the core values of innovation through knowledge generation and application Willingness to let go – to reinvent themselves by moving on from their proud heritage and into new fields †¢ Consistent commitment to R&D funding – typically it has run between 8 and 10% ever since the founding of the compan y when it was one of the first to set up an R&D lab . †¢ The use of ‘deep dive’ sessions – essentially strategic review meetings where the role as well as direction of R&D within the organization is explored and through which a close integration between this strong resource and key application domains can be achieved.These sessions helped shift the focus from a largely responsive, market-led business to one which was trying to set the pace through deploying key strategic technologies. Enabling the Process The company has a fairly ‘standard’ process for steady state innovation – using a version of a stage gate model to funnel development ideas through a well-resourced system designed to generate customized solutions to particular market needs. This has worked well for them in their traditional markets where the pace of change is relatively slow and where the envelope within which product development takes place is clearly defined.They have particularly good links between product development and manufacturing with feedback into the design process – a key theme emerging out of their early presence as a strong player in process technology innovation. Their move into new markets and less certain product/market definitions has meant that they are now experimenting with different routes to managing the ‘do different’ innovation process. These include: †¢ Learning with others – rather than trying to own all the resources, there has been a growing trend to network- and alliance-based product development.Their existing skill of being able to configure rapid response cross-functional teams has helped them in this process. †¢ Learning from new networks – allied to this has been a significant expansion of the selection environment in which they work, so that they explore much less familiar territory through their co-operation with a wide group of outside agencies in joint ventures and other collaborations. †¢ Related to this has been their extended use of technology sharing partnerships with major players which also had large but complementary R&D capabilities.Working with big players on complementary projects helps both partners move the frontier forward quickly by being able to focus resources.  ©2005 Joe Tidd, John Bessant, Keith Pavitt www. wileyeurope. com/college/tidd 2 Case Studies Building an Innovative Organization †¢ Emphasizing knowledge flows across the organization and creating structures to †¢ †¢ †¢ †¢ enable creative interchanges amongst them. Strong core value of quality and continuous improvement.Deliberate attempt to create communities of practice – enable setting up of differentmix teams to bring some variety into the knowledge ‘gene pool’. Use of ‘storytelling’ as a mechanism to build and communicate shared memory and ‘collective ingenuity’. Development of ‘fle xible critical mass’ – the ability to quickly concentrate key human resources on high priority projects. This is underpinned by the storytelling since this quickly and effectively communicates and shares ‘good practice’ around how such teams can quickly form and perform.Linkages and Networking Corning has been involved in many joint ventures of a significant scale and their learning from these has led to a growing emphasis on actively building links as a key innovation strategy. They have a long tradition of R&D networking and co-operation – for example, much of their competence base in photonics arose out of close networks and collaborations made with institutes in the former Soviet Union which contained excellent science but lacked resources and access to development facilities.Reflection on the sources of their innovation success have led them to extend their ‘virtual’ global laboratory and they have developed sophisticated ways of h arvesting intellectual property from such collaborations without taking over or compromising the autonomy and independence of the laboratories and institutes with which they work. Learning and Capability Development A key development has been in the use of storytelling and other approaches to try and recapture the earlier strengths of the company which had, to some extent, been lost in the later part of the twentieth century.It provides an accepted and widely-used mechanism to ‘recapture grounded experience in the company itself’ – rather than have reliance on ‘best practice’ or other prescriptions delivered from outside. For more on Corning and the ways in which it manages innovation see M. Graham and A. Shuldiner, Corning and the Craft of Innovation (Oxford: Oxford University Press, 2001).  ©2005 Joe Tidd, John Bessant, Keith Pavitt www. wileyeurope. com/college/tidd 3