Internal Customers Essay

The people in this department need to know what deliveries are to be made and what products are to be delivered.  Staff Office  The Human Resources department need to know hours worked by employees and if there are any positions to be filled.  Staff Training  They need to know which members of the department will need training and which areas need to be covered in the training exercises.  Cash Office  The cash office needs to know what transactions were made at all the tills in the department and how much money there is in the tills at the end of the working day. This is so they can tally up the stores figures and see how well the shop has performed on that particular day. CCP (Customer Collection Point)  Many goods are collected from the shops CCP such as microwaves. The people at the CCP need to know what is being collected and the transaction number so they can tie up the paperwork, customer and the goods.  Service Desk  When customers have a problem with an appliance they have to go through the service desk so the large electrical department has to get information from the service desk regarding the outcome for instance an appliance may have to be replaced. The large electrical department already employs a number of different customer service techniques to help improve the running and efficiency of the department, which also importantly improves the relationship with the customers. There are however occasions when these strategies don’t work the way that they should and customers can become dissatisfied with the level of service that they feel they are receiving.  Here are some examples of techniques that have recently been introduced in the department to help improve customer services. When staff join the Large Electrical Department the must complete questionnaires to ensure they understand procedures that are carried out in the department. A copy of which can be found in appendix 1. The Introduction of Ticketing system for waiting customers  The department recently introduced a fairly simple but effective ticketing system so that customers are served at the correct time instead of customers just grabbing a selling Partner when they see one that is free. When a customer enters the department they are now greeted by the customer service manager who stands at the Customer Service Podium. The Customer Service Manager gives the customer a ticket with a number on it and records down on the copy of the ticket that the manager keeps some details.  These are:  The customers name.  This creates a personalised service when the sell partner approaches the customer  What they want help on. This is so the Customer Service Manager can send over the right Selling Partner with the right knowledge.  A brief description of the customer.  The description helps the Selling Partner identify the customers easily.  When a selling Partner becomes free they must report back to the podium where the manager will hand the Partner the ticket of the next customer to be served.  This system is much improved from the previous queuing system, which involved the Customer Service Manager patrolling the floor and recording customers name down on a list. This meant that the Manager was never in one place and people may not have been put on in the correct order that they arrived in the department. When speaking to the Customer Service Manager of the Large Electrical department to enquire how successful the new system had been I was also informed of the one major problem there had been with it.  The problem was that when a customer took a ticket they would ask how many people there were before them. If the number was fairly high, for instance five people then it would put people off waiting. It was then up to the Customer Service Manager to reassure the customer that it wouldn’t be too long. I also learned that on leaving the department previous customers who were used to the old system commented on how much better they thought the new system was.  The Introduction of Electrical Telesales at Watford  About two years ago the Branch opened the Electrical Telesales Department, which is part of the Large Electrical Department. The team is based at the branches warehouse, which is down the road from the store at Greatham Road. It is all linked telephonically and by computer to the main store. Customers can phone telesales and place orders for large electrical appliances over the phone by calling the store on 01923 244 266 and connecting to extension 4880. This service is very handy for many customers as they will often come into the store and get information on various appliances and then go home to check that it will fit in the desired space. They can then phone up and order it over the phone by credit or account card to save them making another trip into the store. Some people that have done research on the internet or another media will also use telesales to save them having to come into the store at all, especially people that have very busy lives. It is also designed to take some of the pressure off the actual department so that more time can be spent with each customer in the store. On average there are six partners manning the phones down at telesales. Which isn’t really enough as they are also share with the Television and Audio department. So customers are put on hold, which can be for quite a long time, which frustrates the customers. Pre recorded messages are randomly played to the customers to reassure them that their call is important and will be answered by the next available partner. The telephonists can tell how long a customer has been waiting, and they will answer in a way that will reflect the length of time the customer has waited. Other problems with the telesales team are that there is a weak communication flow between the actual department and telesales. This means that mistakes can be made by telesales as they haven’t received information on changes made in the Large Electrical Department which in turn can have an affect on the customers.  An example of this was when EU legislation can into place saying that the collection of old refrigeration can not be continued because of the gasses inside. Telesales weren’t informed of this and continued to arrange for refrigeration to be taken away. When the deliverymen told customers that they couldn’t take away the old refrigeration this angered customers who had prepaid the 9 collection charge. These mistakes are usually dealt with by offering a goodwill gesture for inconvenience and where appropriate a refund.  On the whole this venture has proved to be a major success as figures shown in the Annual General Meeting showed an increase in Large Electrical Goods with a major percentage going through the telesales team.  This is the information flier that is handed out to customers when visiting the Department if the wish to order over the phone. It give the phone number and extension number as well as a little information on the different services that they offer such as the 2 year warranty and Never Knowingly Undersold motto. Ways of paying at John Lewis  The use of credit cards at John Lewis  Until recently John Lewis didn’t accept payment for goods by any credit card. This was to avoid paying the transaction fees to the banks that is added on when a customer pays using EFT (Electronic Financial Transaction). Apart from this customers were quite prepared to pay for any goods purchased using a John Lewis or Waitrose Account card that offers a low rate of interest. However to give the customer more flexibility John Lewis introduced the use of Credit cards in the Partnership. One of the main reasons for allowing this take place was because of where the transaction fee would go.  Ã¢â‚¬Å"From 5 November 2001, all card payments with the exception of the John Lewis and Waitrose Account Card, are processed for you by John Lewis Card Services Ltd for a 2.5% fee included in the cost of your purchase. The balance is paid to John Lewis plc. The total amount you pay is the same regardless of the payment method.† Source taken from http://www.johnlewis.com  The transactions fee that would normally have to be paid to the bank on any transaction that take place in either the department stores or Waitrose using EFT is retained by John Lewis. This means that John Lewis don’t loose 2.5% of the sale that they have made but keep it as profit.  This move has meant that more customers are attracted to coming into the stores and paying by plastic, which many people prefer to do.  However there is one card that John Lewis still doesn’t accept and that is American Express. This is because of the extremely high level of interest that is associated with this form of payment. John Lewis would still have to pay part of transaction fee if this card was used. These methods of payment can also be used to purchase over the phone using the stores telesales teams and via the Internet. This has all been designed to help create an easier way of shopping for it customers and improve customer services.  Computerised Ordering System  The introduction of the computerised ordering system a year ago has changed the face of the department and the way things are done, within the department. It was also a major turn around for the standard of customer services offered by department. The new system meant that orders could be processed a lot quicker as paper work didn’t have to be sent via the post and orders we received at the warehouse instantly. A lot more options have been opened with this new system, all to the customers advantage, as well as making the whole ordering process a lot easier for the Selling Partner.  Customers can now reserve goods for longer periods of time, place an order for delivery in another part of the country and a lot more. Queries and problems can also dealt with by keeping record of points raised on the on the notepad of the actual order on the system so issues are dealt with much more effectively. Each customer gets a reference number when they place an order so information can be recalled instantly from the system should the need arise.  The quicker service makes buying Large Electrical goods less stressful meaning customers go away from the department happy with the level of service they have just received.  There have, however been a number of occasions when the system has gone down causing absolute chaos in the department as all orders have to be placed manually which is much more time consuming than using the computers. This angers customers who expect a reliable system then works quickly and effectively. With these events the need for the Customer Service manager pays off, as they are someone who can defuse difficult situations. All selling Partners are also trained in dealing with problems but the CSM is there as someone with higher authority.

Earth Science Essay Example | Topics and Well Written Essays - 1000 words

Earth Science - Essay Example Usually, their association with other animals, such as that depicted in a food chain, gives an impression as to the place or habitat a particular food chain is present. As to the example above, one might consider a grassland as the place where this food chain occurs. Definitely, this is not something you will see on a marine ecosystem. On the other hand, biologists look at organisms at a closer way. They look at their anatomical structures, and how these structures allow them to function and live in the habitat where they are located. They also study how organisms reproduce so that it is able to exist for millions of years Biomes are general descriptions of areas based on the kinds of vegetation present and the adaptations that the animals have to undergo to flourish in such areas. It is different from a zoogeographical region, in that the latter are specific areas on Earth defined by the animals living in that area. These regions are divided by oceans, mountain ranges, or desserts ( http://www.britannica.com/EBchecked/topic/202763/faunal-region). Two types of biomes are desert and tundra. Deserts are dry areas of the Earth where rainfall is less than 50 cm/year. As such, the plants present in these areas have water retaining properties, such a thick cuticle to prevent excessive water evaporation. As well, they tend to be closer to the ground, and their leaves have limited surface area (http://www.ucmp.berkeley.edu/exhibits/biomes/deserts.php, 2007). On the other hand, plants in tropical forests exhibit wide diversity, with large canopies interspersed with small shrubs in between them. The plants are also tall, maximizing the amount of light present without having to compensate for the water losses that may occur upon evaporation http://www.ucmp.berkeley.edu/exhibits/biomes/forests.php, 2007). 2. Forrested areas tend to have acidic and less structured soils than that of grasslands because forest tree leachates are acidic in nature (http://www.soils.wisc.edu/cour ses/SS325/formation.htm#organisms). Aside from the organisms present in the soil, the climate, parent material, and time are important factors that affect soil development. Specifically, parent material affects greatly the soil development. The chemical and mineralogical composition of parent material determines the effectiveness of weathering forces. For example, that made up of mostly silica may not be as effectively weathered as that of soil composed of calcium carbonate. As well, the downward movement of water is controlled by the permeability of the material. However, on certain occasions, other soil-forming factors are more important than the parent material. For example, a plant growing on sandy soil with low moisture content is still better than another which is grown on clay, provided that the former is in area with better precipitation than latter. In addition, time is important, such that a relatively old and weathered soil contain more nutrients, both organic and inorgan ic, than a relatively young soil that has not undergone much weathering yet http://www.soils.wisc.edu/courses/SS325/formation.htm#climate. Through time, the surface of the Earth is modified by external and internal processes. External processes are driven by solar energy, and include wind-carried ash, glaciation, stream erosion, water cycle, the oceanic circulation system and weathering. On the other hand, internal processes driven by radioactive decay beneath the Earth’

Legal theory Essay Example | Topics and Well Written Essays - 3000 words

Legal theory - Essay Example It is hence a typically Platonic argument.2 Nussbaum firmly claims that a good judge appreciates the poetics of justice. Essentially, the argument of Nussbaum implies that a good judge fulfils his/her professional existence most wholly when s/he is equipped to defend and oppose, and be condemned or repealed, in seeking justice. The clash between the natural law and positivism should be very definite if a judge is to depend on the notion of poetic justice to the core of fair dealing. The judge should make a decision: does this positivistic law go against the heart of my responsibility to humanity and to self? The endeavour is exceptionally challenging. To society it is normally baffling. That challenge is not yet met, albeit the insistent demand by judges for justice and rationality. The objective of this essay is to discuss the argument of Nussbaum in light of the two novels of William Shakespeare, namely, Measure for Measure and The Merchant of Venice. The discussion will revolve ar ound the specific themes of law and morality: Christianity, common law, and the debate of natural law and positivism. ... The Duke cautions Angelo that individual morality should be enacted freely or in public3: Heaven doth with us as we with torches do, Not light them for themselves; for if our virtues Did not go forth of us, ‘twere all alike As if we had them not.4 The above statement is reminiscent of a passage in Matthew 5:15-6, the Sermon on the Mount: â€Å"Nether do men light a candel, and put it vnder a bushel, but on a candelsticke & it giueth light vnto all that are in the house. Let your light so shine before men, that they may se your good workes, & glorifie your Father which is in heauen.†5 The character of Angelo is recognised for his self-control and accuracy, although illustrations of him lean more on apathy than virtuosity. The glorified personal moral principles of Angelo are now subjected to criticism in his recently assigned public position. The conflict between the concept of natural justice and positivistic law, at this point, came in Angelo’s encounter with Isa bella. Isabella speaks up for mercy on the basis of understanding of one’s immorality and emulation of Christ’s life. Unluckily, Angelo is not convinced. Insincerity may be criticised by the passage ‘judge not’, yet it is not banned by the law, an argument Angelo has already stated earlier in the novel.6 Isabella justifies her argument when she implores Angelo to think about the judgement of God: â€Å"How would you be, /If He, which is the top of judgment, should/ But judge you as you are?†7 The allusion of the overgenerous mercy of Christ requires that the ‘human’ or deficient Angelo ought not to give judgment on other mortal beings, a claim that appears to hark back Schleitheim Confession’s article 68: The sword is ordained of God outside the perfection of

The Mistrust Felt By Staff Essay Example | Topics and Well Written Essays - 9000 words

The Mistrust Felt By Staff - Essay Example Jabri & Pounder in discussing organization change stated that â€Å"narrative can enable participants to comprehend the impact of change efforts on those employees in organizations who may feel victims of change.† (2001, pp. 684) Clearly, from the comments made in the questionnaire and through personal discussion with staff, there was no clear communication perceived by staff or management. While discussing the change process itself many employees felt that had been excluded and had not been consulted. To further complicate the problem, staff perceived that HR was under similar pressure and feeling unsure of changes. Because of the sweeping organizational changes that had occurred, staff felt that even management was unsure of the direction that had been taken and thus further felt they had nowhere to turn for leadership and guidance. Another are where staff felt communication was ineffective and exhibited signs of mistrust arising from fear surrounded the role the consultants played. Jabri & Pounder stressed that the narrative approach allows the consultant to break through their own perceived notions and paradigms to enable the member of the organization to do the same thereby facilitating change. (2001) Staff was unsure why the consultants were looking over their shoulders. Further, through interviewing the consultants they placed the responsibility of lack of information flow on the management team. There appeared to be no clear lines of communication flow between any of the principles: staff, management and the consultants. Macadam stated that many of the perceptions, statements, and actions exhibited by staff â€Å"resentment; depression; distrust; stress; disloyalty; and lack of productivity.† (2000, pp. 39) are outward signs of the upheaval caused the dramatic changes within the organization?

English Assignment Example | Topics and Well Written Essays - 1250 words

English - Assignment Example es a letter from Frank Baldry, the real cousin of Chris the war soldier informing Jenny that Chris, during the course of war, had suffered from amnesia and had lost his recent memory. His old memories however are intact. Therefore, Jenny learns from Frank that the portion of the memory of Chris that was affected by amnesia was the one which had Kitty her wife in it. He failed to remember even a slight memory regarding Kitty. On the other hand he considers his youth memories with Margret as quite fresh. Later in the novel one also learns that before coming home, Chris sent a letter to Margret in France asking her to meet him upon his return. Margret Grey, unlike Kitty, was quite a simple person and not that wealthy. She had signs of aging on her and the indications of youth from her face had almost disappeared entirely. But ine learns later in the novel that although what some might call a lowly life, she was quite satisfied with it. During the course of this paper, the main aspects of the novel would be elaborated along with some of the hidden significances. Shedding some critical light on the novel, it can be easily observed that there is a sheer uncomfortable atmosphere all along the novel. One sees that Kitty, a woman of pure class who was admired by everyone, and who was the queen of Chris’s heart and his humongous stately house had within an instant, after learning of the letter had her conditions changed upside down. The mansion of hers was no more a luxury anymore as both the stately house and the name of Chris haunted her emotions of the affections that Chris used to have towards her. Contrary to the usual scenario of a soldier’s return to his home after the war, the novel draws a blurred picture of the severe trauma he faces as a result of the war and what’s even more tragic, the impact of all that trauma on the girls back home, one his wife, second his cousin and the third his old lover. In a broader aspect, one can say that the effect of the

Japanese Abenomics Essay Example | Topics and Well Written Essays - 1000 words

Japanese Abenomics - Essay Example This paper illustrates that the Abenomics refers to an economic recovery strategy developed by Abe after taking office in 2012. The strategy focuses on a more relaxed fiscal policy for Japan and an increased depreciation of the exchange rate of the Japanese Yen. We hope to see growth in Japan’s economy based on the three arrows of the Abenomics policy. In the first arrow, people expect the nation to reach the goal of 2 percent inflation rate with two years and an unlimited easing policy. The first arrow of the policy also aims and solving the Yen’s rate of appreciation and amend the nation’s banking laws to integrate and collaborate with the government. However, based on the second arrow of the Abenomics, we hope to see an increase in the public investment and buying processes of construction bonds by Japan’s central bank. The Abenomics registered early positive signs. If Abe and his supporters succeed with the new policy, Japan could offer investment oppo rtunities for the near future for the Japanese people and foreign investors. In addition to the initial success of the Abenomics, other factors particularly the structural reforms can propel economic recovery of Japan and investment interests in Japan. Structural reforms are expected from the Abenomics. The various structural reforms represent the third arrow of the Abenomics. Successful implementation of the third arrow of the Abenomics may result in increased female participation in Japan’s labor market and consolidation of Japan’s farmland. From the growth strategy proposed by Abe’s economic policy, a more cosmopolitan workforce is expected. If the Abenomics succeed in implementing its policies, we expect a change in the longevity and health of the society.

Insurgency and Counterinsurgency in Cinema Essay Example for Free

Insurgency and Counterinsurgency in Cinema Essay Both the films Braveheart and V for Vendetta explore the issues of insurgent and counterinsurgent behavior but do so in slightly differing terms. As an important note, we have to take into consideration that the time periods in which both films are set cannot be even more different. Braveheart, the struggle of the legendary Scottish figure William Wallace, is set amidst the trials and tribulations of Middle Age England. On the other hand, V for Vendetta takes place in a not-too-distant version of modern day England. From this understanding comes the realization that while both films attempt to characterize the power struggle between those who have it and those who do not, there is a curious discrepancy in the way that the characters within those films view their plights. Mel Gibson, who directs Braveheart, chose to present insurgency as the morally apt option against the tyrannical rule of England against the Scots. It is heavily implied in the film that because the English has continuously abused its authority as against their constituents, that it is but proper for the beleaguered Scots to rise up and protect themselves from further maltreatment. The most striking characterization of this abuse happens early on when the lord of the land uses his authoritarian privilege of primae noctis, allowing him to take the virginity of a newly-wed. It is of course the wife of William Wallace in the film that fall victim to this exercise. Braveheart thus sets forth the idea that the collective abuse wrought on by an alien authority or figure upon a group of people is enough justification for a moral uprising, which in this case an armed one. William Wallace’s merry band of Scottish insurgents is clearly the â€Å"good† ones whereas King Edward I of England is the very facade of evil as his method of counterinsurgency is singularly fueled by his belief that his authority is supreme. V for Vendetta takes quite the different approach. Foremost, the insurgency presented in V is primarily lonesome, with the titular character going on a one-man crusade against a tyrannical party authority in 2027 England when it seems the rest of the world has succumbed to the â€Å"flaws† of democracy. In this film, the subjugation of freedom by the central authority is not necessarily carried out for the purposes of vanity or glory. Unlike in Braveheart’s Edward I, V for Vendetta’s Chancellor Sutler, while still very clearly presented as morally corrupt, actually believes that his party’s style of governance is for the greater good. Meanwhile, the film’s protagonist, or antihero as the case may be, V, appears to be as morally corrupt as the figure he is struggling against, resorting to the use of kidnapping and outright murder. This is a far cry for Mel Gibson’s interpretation of William Wallace, who is portrayed almost like a sword-saint. Clearly, both films attempt to portray their central characters as victims of circumstance, with Wallace as the distraught husband and V a survivor of governmental subjugation and that both are somehow motivated by sentiments of revenge. In a simple conclusion however, it is very interesting to propose the notion that Braveheart’s version of insurgency is more akin to a moral rebellion while V for Vendetta’s version edges closer to terrorism with a cause. Bonus Question: Of Cinematic Appeal I found V for Vendetta as more cinematically appealing than Braveheart. While Braveheart is an epic adventure that has a very satisfying â€Å"good vs. evil† template powering its message, V for Vendetta’s morally ambiguous structure is far more interesting. Just as the Alan Moore graphic novel original, the film adaptation of V for Vendetta is not only a visual masterpiece, but it is a prime subject for further discussion. In a way, I find that while V for Vendetta is very clearly easy on the eyes, it is not so easy on the brains. This is a complimentary observation for me because viewers, depending on their pre-conceived notions or biases, can take on differing sides of the moral dilemmas presented. As I watched V for Vendetta, I asked myself several times, â€Å"Isn’t V just a terrorist? † Then I realized that for V, maybe that wasn’t the case at all. Mid-Term Questions: 1. Compare and contrast the following concepts: a) Insurgency and Counterinsurgency: Insurgency constitutes an armed uprising by a group with no apparent vested authority against a duly-recognized power. Meanwhile, counterinsurgency is the means by which the besieged authority attempts to quell the insurgency normally by way of combat. In casual terms, insurgency is the act of rebel forces while counterinsurgency is the act of government. b) Insurgency and Terrorism: While insurgency covers the broad notion of an armed struggle following a somehow systemic way of combat against an opposing force, terrorism is likewise the use of lethal force with no apparent target. In a way, terrorism is a way to inflict terror, possibly to incite fear and paranoia amongst a populace, leading to concessions by the governing authority. c) Insurgency and Guerilla Warfare Guerilla warfare is a style of combat characterized by small groups using non-conventional means of warfare such as ambushes, hit-and-run tactics, but rarely acts of terrorism. Most insurgent groups prefer guerilla-style warfare early on in their struggles as they lack logistical support and manpower. 2. Briefly outline the four-stage model created by Dr. Polk in the book entitled, Violent Politics, to study the insurgency movements around the world. William Folk basically argues that any foreign occupation provides for the necessary ingredients for insurgency in the occupied land. This insurgency tends to favor the use of terrorist acts as a means to convey its struggle which in turn merits the response of the occupying power. As the cycle of terrorism-counterterrorism continues and builds up, a point is reached wherein the initial insurgency evolves into full-blown rebellion. 3. Briefly discuss Foucaults concept of power; and its impact on how people view what is normal and what is deviant. (15 points) Foucault’s concept of power is the exercise of intention. He claims that as power is everywhere, that intention is likewise everywhere. The ubiquity of intention influences the perceptions of the everyman, does giving birth to socially-agreed definitions or norms regarding deviance and normalcy.