Finance Paper Essay Example | Topics and Well Written Essays - 750 words

Finance Paper - Essay Example Bahamas for example has 301 licensed banks whereas the British Virgin Island only has 7. Offshore banking has a countless number of rewards, ranging from low to no taxation, to greater privacy and anonymous accounts, as well as protection against financial instability. With that being said, I would like to emphasize what these banks also offer. Offshore banking has aided terrorist by laundering their financial resources, allowing them to fund terrorist activities that are partially impossible to detect. It also highlighted in the collapse of the company Enron, where the company used offshore banks to avoid paying millions of dollars in US Tax. Offshore financial centers have very significant reasons for their existence. These financial resources provide financial services; these financial services can be divided into three broad groups: (i) Private investments, (ii) Asset protection, (iii) Estate planning (Higgins, 2000). Private investments are the significant part of the offshore f inancial centers. In the private investments, investments are handled and managed with an intention of reducing the potential tax liabilities. Additionally, private investments are done to increase the protection which is granted or provided under the legal confidentiality provisions. Asset protection comes with the use of international jurisdiction. In this category, with the help of international jurisdiction, the residence of client is separated; and asset protection helps protecting the income and assets from political, legal and fiscal risks. Estate planning is about assets and their administration. In estate planning, mostly assets, all types of assets, are properly administrated with the help of legal and fiscal jurisdictions (Higgins, 2000). With the help of financial institutions; like, international business corporations (IBCs), insurance companies, mutual funds, offshore corporations, and some of the recent gaming companies, a large and huge amount of funds are deposited in OFCs. With these available funds, different types of investment are made to generate some economic and financial contributions in the economy. Little work has been done to understand and determine the role and contribution of offshore banking in the creation and generation of employment and employment opportunities. It is the creation and availability of employment opportunities by the OFCs that provide the importance and significance of offshore banks as far as their role for the development of economy is concerned. Any sector is valued and measured in the economy on the basis of its contribution to the economy. Mostly, there are two ways in which this contribution is measured and analyzed: One, the money contribution of offshore banking. This means the amount of tax paid by the offshore banks in the economy determines and measures its value for the economy. There is another contribution given and provided by the offshore banks. That is of economic nature- creation and generatio n of employment opportunities. Various examples are available that clearly indicate and highlight that offshore banks are licensed. After getting license, they have established various branches in different parts of the world. A large amount of investment has been made to make offshore banking functional and useful.

Economic and Political Fallout of World War I Term Paper

Economic and Political Fallout of World War I - Term Paper Example The world got ‘shaped’ both geographically and historically by two global conflicts that happened in the twentieth century. It included the First World War and the Second World War, with the First World War starting in 1914 and ending in 1918 with the signing of Treaty of Versailles. Although the First World War ended officially in 1918, its aftereffects simmered for many years, leading to the political and the economic fallouts in various regions of the World, particularly in Europe as well as United States, Asia, Africa and Latin America. Europe In Europe, the political and economic fallout of First World War was mainly visible in Germany and Italy. Defeated in the First World War and with fellow European countries from Britain to Spain dominating the world scene during that period, through their imperialist policies, Germany and Italy along with Japan thought of exhibiting their imperialistic leanings. They thought of capturing many colonies, which will enable them to regain their lost glory. Germany for instance at the end of the First World War I lost some of its most economically rich territories like eastern portion of Upper Silesia, Saarland and Rhineland to its fellow European neighbors, France, Poland, etc. The loss of these territories apart from depriving Germans of economic wealth also resulted in population relocation and thereby problems with neighboring territories. These problems fueled the German ambition to regain its lost territories. Importantly by restoring the ‘rightful’ boundaries to pre-First World War Germany, its leader, Adolph Hitler wanted to form a Greater Germany. Through Greater Germany, he wanted to encapsulate all the territories where Germans lived into a Great Nation. Italy on the other hand, frustrated by the minimal territorial gains at the end of First World War indulged in expansionism. At Versailles, even though Italy was promised larger part of Austrian territory, it got only renting-Alto Adige /Sudtirol, and this resentment fueled Italy’s expansion plans. â€Å"†¦uncompromising message was that Italy and had not received from its allies the gains to which its gallant war had entitled it† (Henig, 2005, p.10). This reason coupled with domestic crisis lead to the rise of Benito Mussolini, and he with popular support launched the desire to capture as many colonies as possible. â€Å"Mounting resentment over what was increasingly referred to by nationalists as the 'mutilated victory', and a series of post-war social and industrial convulsions, destabilized the weak post-war Italian government† (Henig, 2005, p.10). Mussolini desired to create a New Roman Empire, basing it on the Mediterranean area. As a first step, he invaded Albania and then Greece in the early part of 1939. There were also economic reasons behind the desire of Germany, Italy, and Japan to conquer many territories. That is, these three countries were not as rich as Britain and France and also they did not have enough colonial possessions to serve as the source of raw material or markets for their finished goods. Germany was particularly affected by the Great Depression of 1929 which started first in the U.S.A and then spread to other countries, and which indirectly caused the war. That is, U.S.A had been lending capital to European countries, but to protect her own industries, America raised a Tariff wall.

Realism cannot challenge the received wisdom of the public, since Essay

Realism cannot challenge the received wisdom of the public, since spectators see nothing but their own flickering ideologies in - Essay Example In everyday life, people tend to interpret the images they see as per their own understanding of them, that may or may not be rational. Irrespective of whatever the reality is, people see nothing more than their individualistic beliefs and ideologies in all what is displayed on the screen as rightly depicted by Robert Stam. This paper aims at analyzing this conception. Ideology influenced interpretation of images: Images are all around us. They include both images that are made by us and reflect our perception and others, which are made by others and are displayed commercially as art for us to perceive. Image, as the name indicates, is a representation of some other entity. Thus, images stand for other things so as to reflect their intrinsic traits, without them having to appear before the public. This is same as the concept of symbolization, which forms a fundamental part of intercommunication between two or more individuals. Symbols let us communicate with one another in our daily lives. Thus, we can exchange concepts and the idea of an individual protrudes in the minds of all members of the society, though its acknowledgement varies from individual to individual. Symbols or images represent humanistic ideologies in the virtual world and act like delegates. In daily language, the word â€Å"I† is used to symbolize the self of all the individuals that communicate with one another. Likewise, one individual’s body-image in a picture symbolizes that individual not only for others but also for his/her own self. Ideology lays basis for the way people understand the world in which they live and their perception of the ideal life in the world (Christensen). Ideology surfaces as a result of its link with the communicative processes. â€Å"Ideology involves the reproduction of the existing relations of production (those activities by which a society guarantees its own survival)† (Ideology And The Image). Ideology serves as a restriction that tends to control people and limit them to specific places within the exchange and communicative processes. Ideology gains its definition from the way the collection of social relations is exchanged among the individuals. A society portrays its impression upon the whole world through the ideologies. Societies get acknowledged in the world through their images that are influenced by the underlying ideologies. The way ideologies represent us in the social circle limit our actions and behaviors. People’s actions have to necessarily comply with their ideologies so that there remains a consistency of views and impressions, and they are dealt with by the society accordingly. Ideologies limit the movement of people within certain limits both physically and mentally. Our social actions are depicted by the limited spaces that are defined by our ideologies to move in. Ideology allows people to form the basis of their beliefs and perceptions on them. We visualize images and interpret them as p er our own perception. The interconnection of image and ideology also lays basis for the relationship of consciousness and social existence. In the society that we live, every individual holds his/her own opinion that is significantly unique and different from the opinions of other people. This is evident from the large volume of debates on every subject that we happen to hear in our daily life. Every matter is so debatable that people do not easily approve legislation

One Direction vs 5 Seconds Of Summer Essay Example for Free

One Direction vs 5 Seconds Of Summer Essay One Direction and 5 Seconds Of Summer are both popular boy bands that are known across the world. 5 Seconds Of Summer is a rock / pop band , which consists of 4 Australian boys , Calum T. Hood , Luke R. Hemmings , Ashton F. Irwin , and Michael G. Clifford . One Direction is a pop band , which consists of 4 British boys and 1 Irish boy , Niall J. Horan , Zayn J. Malik , Harry E. Styles , Louis W. Tomlinson , and Liam J. Payne. One Direction was formed in 2010. While they were all competing as solo artists. At the British  X-Factor judges Nicole Sherzinger and Simon Cowell decided to put the five boys into a group. One Direction then signed with Simon Cowells record label Syco Records after being formed and finishing third in the seventh series of the show. Even though One Direction didn’t make it to the 1st Place in the group category in X-Factor , Simon signed them to a ? 2 million record contract at Syco Records . They recorded their first hit single ‘ What Makes You Beautiful ‘ which broke several records, and topped the charts of most major markets online and in stores. Sooner their album ‘ Up All Night ‘ was released in 2011 2012 including some of their hit singles like , One Thing , Gotta Be You , and What Makes You Beautiful. Then , their album ‘ Take Me Home ‘ was released in 2012 2013 and included songs like Live While We’re Young , Kiss You , and Little Things. And recently in 2013 their 3rd album ‘ Midnight Memories ‘ was released and included songs like Best Song Ever , Story Of My Life , and Diana. 5 Seconds Of Summer ( 5SOS ) was formed in Sydney in 2011. Their fan base increased  once again on Youtube , when Louis Tomlinson from One Direction posted the link to their YouTube video of their song Gotta Get Out , stating that hed been a fan of 5 Seconds of Summer for a while. The band was once again the subject of interest for One Direction following the release of their first single, Out Of My Limit, on November 19 , 2012, with Niall Horan tweeting the link to the video clip for it. On February 14 , 2013 , it was announced that 5 Seconds of Summer will be supporting One Direction on their worldwide Take Me Home tour. The tour kicked off at the O2 Arena in London on February 23 , 2013, and 5 Seconds of Summer joined One Direction for shows in the UK, USA, Australia and New Zealand, including 7 shows at Allphones Arena in 5 Seconds of Summers home town Sydney. While on a break from the Take Me Home Tour, 5 Seconds of Summer returned home to Australia where they played a National headlining tour, with all dates selling out within minutes. On November 21, 2013, the band announced that they had signed to Capitol Records. Seconds of Summer are currently  working on their debut album. To my opinion I like the band One Direction more because they are my inspiration. I found out about them before I knew about 5 Seconds Of Summer. I even got my family to get me their tickets to their up all night tour at Madison Square Garden. I also watched their X-Factor videos in 2011. So although these two bands have a connection with each other even when they have a whole different background they will forever be in my heart. Both of these two bands have inspired me in many ways you cannot imagine.

Importance of and Benefits of Good Customer Service

Importance of and Benefits of Good Customer Service Chapter 1 Introduction: Providing Quality customers service is one of the practical jobs that cannot be learned without experience, so it is very much important to deliver the best possible quality service to all the customers. When studied and analysed carefully about the importance of customers to organisation , the researcher found out that the cost difference between getting a new customer compared to retaining a current customer is that it costs 7 times as much as bringing in a new customer, than to keep an existing one. Eddy. B.W (1983); Therefore we must ensure loyalty with our customers through utilizing all the back to basics of customer service. The customers change the organisation or leave because of a lack of attention that is given to them When customers go to any of the organisation, there grows an opportunity to improve or worsen the relationship with the customers. Hopefully each and every organization wants to improve the relationship with the customers. Saunders, J A. (2004) Thus utilizing this opportunity as one of the precious one, a good impression can be created by satisfying each and every need and wants of the customer from the organisation. It is in fact tough and hard to do so, but it is not impossible. 1.1 Aim: To make a review on the need of quality Customer service in the Brassiere Restaurant Hilton Hotel As we know, each and every individual in this world is a customer to each other which are linked like a world wide websites. Providing the quality customer service is the need of the Hilton Hotel from every department because customers are their building blocks, and if the blocks are not sufficient the probability of declining and closing down the business rises. The Brassiere is a Samplecontinental cuisineat this celebrated Paddington restaurant. The Brassiere brings asumptuous menuserving breakfast, lunch and dinner for up to 160 guests. Patrons of the Hilton London Paddington enjoy a comfortable atmosphere for relaxed dining Customers want proper attention and timely service as they pay for each and every activity. A very frequently uprising question in every manager or the executive bodies of the Hilton Hotel Restaurant is the importance of customer service. Thus the main endeavour of this examination is to find the need of quality customer service in the Brassiere of Hilton Paddington Which is empathetic, supportive and accessible. The system utilized by Hilton Paddington to measure the guest satisfaction level is widely known as SALT, which means Satisfaction and Loyalty Tracking Survey. This is a system designed by Hilton and is updated daily. Different Department has different scores which at the end is the overall score. This determines the areas and the department that needs to improve and take the score high. (Hilton Hotel Paddington, 23rd March 2009). 1.2 Objectives: It is often said and extensively accepted that, eminence customer service is the keystone to all service-oriented business. Yet the words and concept are often not fully comprehended by many within the service providing department (Brassiere of Hilton Hotel). The objectives of this research is to, Study the importance of quality customer service in the Brassiere To understand the benefits of Good customer service to Brassiere. To find the factors affecting Good customer service in the Restaurant, To study the techniques used by Hilton employees to satisfy Guests. Find proper way to satisfy guest and increase the revenue of the Hotel. Criticism and appreciation on the customer service level of Hilton Brassiere. It is very difficult to track down the factors that affect the delivery of customer service, but the techniques and comments can lead us to determine it. There is no mystery to solve it but a simple understanding is enough. Every hotel gives service but something small and extra-ordinary from Hilton Brassiere will raise the satisfaction level. So the above objectives have to be met in order to keep the business in good level. 1.3 Rationale The underlying principle for the research on the Need of quality customer service in Brassiere Restaurant of Hilton Hotel is to clearly understand and manipulate the standard and rectify its standard. To meet the need and wants of the customers by deploying some basic principles of Quality Customer Service in each and every step while dealing with the customers as a professional. This helps to bring the improvement in Hiltons Brassiere SALT score as the level of customer service is standardized. SALT scores can be increased by considering the following given points: Standard Service, Diversity and Equality, Physical access, Timeliness and Civility, Handling Complaints, making appeals, installing variations and choices and official language equality in both external and internal customers. 1.5 Summary: Customer servicelevel of Brassiere, Hilton is a series of conducts designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the guests expectation. To understand the importance of Quality customer service in Brassiere, and to deliver it accordingly is one of the major task of the Hospitality staffs. Quality customer service plays a vital role in creating a good and positive impact to each and every one who comes and goes in Hilton Paddington Hotel. To survive in todays highly-competitive global marketplace of business and customer service, Hilton has improved and is on the way to reach excellence in their quality products and service. So Quality customer service in current market matters a lot and is the key route towards growth and success of the Hiltons Brassiere and the Hotel itself. Chapter 2 Literature Review: Introduction: Defining quality customer service and its components is a form that is actionable in the workplace is an important endeavour that an organisation should not take lightly. The quality of service must be kept always in a high standard either the organisation is medium or large sized business. Customers are so critical that they always look for value for money oriented products and services. So to attract more customers towards the particular business the level of service standard must me raised and carried consistently in each and every step while dealing with the customers. Without a clear and unambiguous definition of service quality, employees will be left with vague instructions and technique on improving and delivering service quality within the workplace. The result will be that each employee will be left to form and act upon his or her own definition of quality customer service which, more often than not, may be incomplete or inaccurate. This paper will review and analyse the literature on need of quality customers service, particularly those that delineate its components as well as those that provide links to behavioural intentions. Various thoughts are put into to understand the need of quality customer service in the hospitality industry as well as in other sectors. As per PZB (Parasuraman, Zeithaml Berr) RATER method, we can see and find the level of quality customer service delivered in every aspect and in every organization. R: Ability to perform the promised service dependably and accurately. Assurance: Knowledge and courtesy of employees and their ability to Inspire trust and confidence. Tangibles: Appearance of physical facilities, equipment, personnel, and Communication materials. Empathy: Caring, individualized attention the firm provides its customers. Responsiveness: Willingness to help customers and provide prompt Service. Quality Service: PZ (Parasuraman, Zeithaml ) defines quality customer service as the degree and direction of discrepancy between customers service perceptions and expectations (2006). Thus if the perception is higher than expectation, then the service is said to be of high quality. Likewise, when expectation is higher than perception, the service is said to be of low quality. Realising that there was not enough literature to produce a rigorous understanding of service quality and its determinants, PZB (1985) conducted an exploratory investigation to formally delineate service quality. Their investigation was composed of interviews with executives from four types of service businesses (i.e. retail banking, credit card, securities brokerage, and production repair and maintenance) as well as a number of focus groups composed of individuals who have recently received services from those businesses. Quality Service Process: One of the results of this investigation was the identification of ten determinants of service process quality. PZB (1985) listed them as follows: Reliability: Involves consistency of performance and dependability. Responsiveness: Concerns the willingness or readiness of employees to provide service. Competence: Means possession of the required skills and knowledge to perform the service. Access: Involves approachability and ease of contact. Courtesy: Involves politeness, respect, consideration, and friendliness of contact personnel (including receptionists, telephone operators, etc.). Communication: Means keeping customers informed in language they can understand and listening to them. It may mean that the company has to adjust its language for different consumers-increasing the level of sophistication with a well-educated customer and speaking simply and plainly with a novice. Credibility: Involves trustworthiness, believability, honesty. It involves having the customers best interests at heart. Security: Is the freedom from danger, risk, or doubt. Understanding/ Knowing the Customers: Involves making the effort to understand the customers needs. Tangible: Include the physical evidence of the service. The SERVQUAL instrument has been the predominant method used to measure consumers perceptions of service quality. It has five generic dimensions or factors and is stated as follows (van Iwaarden et al., 2003): (2) Reliability: Ability to perform the promised service dependably and accurately. (3) Responsiveness: Willingness to help customers and provide prompt service. (4) Assurance: (including competence, courtesy, credibility and security). Knowledge and courtesy of employees and their ability to inspire trust and confidence. (1) Tangibles: Physical facilities, equipment and appearance of personnel. (5) Empathy : (including access, communication, understanding the customer). Caring and individualized attention that the firm provides to its customers. (Gronroos, 1982; Lewis and Booms, 1983; Parasuraman et al. 1985). Customer Satisfaction: The relationship between customer satisfaction and loyalty can be divided into three categories. The first is extracted from the management of service literature. This study accommodates service and customer satisfaction as an antecedent of customer loyalty towards the company, which in turn influences the profitability, (Anderson et al, 1994). The second focuses on the individual level and contains mainly studied customer retention by customer purchase intention. This constitutes important shortcoming retention by the customer purchase intention. (Chandon et al, 2005). The third group focuses on the satisfaction loyalty link on the basis of individual level with the real purchase data. This group has tendered to reveal a weak or insignificant relationship between satisfactions and repurchase behaviours.(Bolton, 1998; Mittal and Kamakara, 2001). Customer Perception: One of the obvious difficulties in meeting customers expectations is that Perception is Reality. The way that customers perceive the staff is the only reality that matters to them. Therefore everything done for customers affects the customers perception of the organisation, and different customers can perceive the same service level differently. (Stuart Emmitt, 2000). Chapter 3: Introduction to Methodology 3.1 Introduction: Adissertation methodologyon the above topic on Quality customer service in Brassiere of Hilton Hotel Paddington is truly divided into two definite parts. These are the process of data gathering and then the process of data analysis on the concerned topic. Both of the parameters are important aspects in researching because these helped the researcher to gather the most in a good time. These items induced the credibility level of the results and findings. Data gathering methods utilized according to the preference of the researcher are listed below: 3.2 Research approach: To accumulate the required information, two specific research approaches has been used, which are as follows, a) Primary Research: This research approach involves the collection of data that does not already exist; this is done through numerous forms, including questionnaires to the manager, staffs and to the selected customers. This information has been collected from things like questionnaires, magazines and Interviews. Interviewing: The researcher in order to gather the data took an appointment with the manager of the Brassiere Hilton Hotel for an interview, where most of the questions were answered on the basis of the topic. The interview with the manager gave the researcher the points focused by the management of Brassiere on delivering the quality customer service and explained how they maintain their SALT score each and every day in their operation. The brand standard is followed very carefully so as to meet the guests expectation on their whole duration of stay. There are various service standards that are shown and taught to the staffs as they are on the operation. Data Mining: Data miningis the process used for extracting hidden patterns from data. Data mining became an increasingly important tool to transform the collected data into information to deeply understand and know the guest satisfaction strategy used in the Brassiere. The data mining step was a very crucial stage where the researcher faced a lot of difficulties in gathering the information. Various serious questions were delivered to the manager on how they gathered the SALT score and the comments from the guest that was posted or replied online. Magazines: The monthly issue of magazines that is found in the library and hotel are used to find and travel deep into the research. The magazines have some information that states the importance of good and quality customer service in the organisation. Questionnaires: Three questionnaires were designed in order to find the need of quality customer service in the outlet Brassiere of Hilton Hotel. The second questionnaires were delivered to the manager of the Restaurant and five staffs of the Brassiere, which has two supervisors. The third questionnaires were delivered to ten guests through the permission of the manager, as it is the non-business part of survey conducted within the Restaurant outlet of Hiltons Brands. b) Secondary Research: A) Printed Source: Printed resources like books, magazines and some Hiltons customers satisfaction comments were taken into consideration in order to accomplish this research. Various libraries were visited to get the information regarding the need of quality customer service in an organization, which were related, compared and placed in this project. B) Online Source: Many websites were visited in order to obtain the main factors that are needed for the organisation to maintain quality customer service at all time of their operations. The structure of a website address (URL) indicates the sites origin and status, for example, .ac or .edu indicate an academic or educational institution, .gov a government body, .org a non-profit organisation, .co or .com a commercial organisation. The visited dates are also indicated which all are listed in the bibliography of this project. C) Other Media: Some of the media were also referred in order to get the complete idea and knowledge of maintaining the quality customer service and its need in Hiltons outlet Brassiere. The medias like the video of the Hilton hotel that was provide to us in our induction day, and the videos from www.youtube.com were referred in order to accomplish the research. Research Strategy: The following steps outline a simple and effective strategy for finding information for a research paper and documenting the sources found. This research strategy on Need of Quality Customer Service in Brassiere will aim to help secure lasting improvements to the business of Brassiere in Hilton Hotel Paddington, London and improve the quality of service and cost-effectiveness customer services and customer care. In order to achieve these ambitious aims, the Researcher will support quality research in priority areas of relevance customer service and care and; a) Work with the staffs to identify topics which are important to the Brassiere and Service improvement, and amenable to research; b) Revise the importance of quality customer service in the Brassiere c) To understand the benefits of Good customer service to Brassiere. d) To find the factors affecting Good customer service in the Restaurant, e) To study the techniques used by Hilton employees to satisfy Guests. The strategy used to complete this research is interview and action research strategy. Other strategies are also carried but in few aspects only. In his strategy the questionnaires will be used during the interview that is designed in an easy format to answer. Qualitative Research: There are a wide variety of methods that are common in qualitative measurement. In fact, the methods are largely limited by the imagination of the researcher. Here the researcher discusses a few of the more common methods of collecting data in order to whole the project. a) Focus groups The researcher brought together a small number of subjects to discuss the topic on Need of Quality Customer Service in the outlet of Hilton, Brassiere. The group size was kept deliberately small, so that the members do not feel intimidated but can express opinions freely. A topic guide to aid discussion was usually prepared beforehand and the researcher usually chaired the group, to ensure that a range of aspects of the topic are explored. The discussion was written down and analysed. This focused groups provided a good amount of information and data to sum up the research. b) Direct observation In this type of study the researcher aimed to become immersed in or become part of the population being studied, so that the researcher can develop a detailed understanding of the values and beliefs held by members of the population. The researcher used observations to gather evidence about how value judgements made by staff and customers can impact on decision making. In this study, the researcher participated in the operation of the Brassiere observing situations where other staffs were faced with difficult moral choices. Observations were recorded as field notes and analysed for content. In-depth interviews The researcher was able to obtain few detailed information for the subject. The researcher used unstructured interviewing to explore the Brassieres functioning and customer relationships through the perception. The reason for choosing this method is due to lack of adequate theory and definitions in the field to produce a deep knowledge and facts in quality customer service delivery. Data Collection: The data collection on the desired topic is a time consuming process and also requires quite a long time. It is very complicated and enforces high pressure with work load. However in completing this research, two methods of data collection is employed, which are an interview and the questionnaires. Interview was with the manager of the Brassiere Restaurant of Hilton Hotel and the questionnaire was specifically designed to know the importance of quality customer service. Pilot testing was supposed to be conducted in the college but it is not done due to lack of time and busy schedule of the people who were targeted to run a pilot test. The researcher could not conduct the pilot test as some information is not complete due to this conduct. Questionnaires that were designed were given to the working staffs of Brassiere to fill in the staff questionnaire, the manager was given the questionnaire at the time of the interview and the questionnaire designed for the customers were given to 5 customers of brassiere as permission was taken before conducting this act from the manager. Case Study: Interview and Questionnaire The researcher is an employee of the organization Hilton, working there for about 4 months. The researchers overall goal is to study and formulate the need of quality customer service in the Brassiere. The researcher mentioned numerous challenges that he faced in gathering the data from the organization, some of which needed specific, technical information to address. The reason for choosing the interview and questionnaire method of collection data from the Manager of the Restaurant (Brassiere) and from the selected customers and staffs is basically to get the actual answers and the facts that is expected. This method is very practical and correct data will be extracted. The interview method was chosen but the manager of Brassiere postponed the date and time twice due to his busy schedule and work load within the department. The interview method is very straight forward method to gather facts and practical information that is going through in daily operation of the Brassiere. However the questionnaire method is the best technique to gather data, because it is very specific and straight to the point. This method gathers more and deep information in simple words that can be evaluated according to the operation method. Thus this technique extracted more and expected data based on the topic. Sample Size: To produce the project, the research approach taken by researcher is primary and secondary. The sample size for this research was not complicated and tough but was time consuming. The development of the sample of the population in the carried research was well designed and not much complicated, because the researcher carried out this research in the organisation where he works and has been continuing the work since last four months. The designed sample size of this research is small and choosy as it is based only on one department of food and beverage operation in the Hotel- Brassiere Restaurant. The sample population comprises of The Manager of the Restaurant, Staff of the Department Brassiere, and some of the chosen guests of hotel who were sampled with the recommendation of the manager of Brassiere. The total number of people sampled comes to a total of 12 plus some of the staffs who helped as well. These populations are involved in the customer satisfaction and care line on daily basis. They all enthusiastically agreed to provide good level of information. Totally 25 different questions were of which few were received back and the filled copies are attached. (Please find the attached sheet at the back). Thus all of the staffs and the management were very helpful in achieving this task. Reliability and Validity: The research strategy carried here is significantly contributively and increased the positive response towards the research. The interview and questionnaire that was delivered was regarding the customer satisfaction and quality service in Brassiere. The questionnaires that were asked have obviously accomplished the grade of reliability and validity. Findings and Results: The section of the research will produce the summation of the data accumulated with various methods and techniques. Mainly the data extracted from the questionnaire and the interview will be focused along with other results of methods. The response is well and good from the provided questionnaires and is received back completed from the population selected. The employees capability of setting up problems is about developing human supply with essential skills to carry successful service in the near future.(H and Huang H.C (2008). Thus the hotel aim and major priorities in providing quality customer service is based on the responses accumulated from the interview and the questionnaire which are as follows; 1. Delivering High standard service. 2. Proper Knowledge of operation and relationship. 3. Quality customer service 4. Guest Relationship of Manager and the Supervisors 5. Customer service skills. 6. Overall performance and quality of Brassiere Team. 7. SALT Score of Brassiere. 8. Good customer service and customer care 9. Staff training for development and further knowledge. 10. Handling Complaints 11. Methods of operation 12. Summary of quality customer service in Brassiere. Delivering High standard service: The outlet Brassiere aims to deliver high standard service at all time of their operation and always moves forward to perform the best. The standard in this will require a management support with skilled and knowledgeable staff. The staffs of Brassiere are aspiring to achieve the quality in the product and the service by focusing on customers and the business. Proper Knowledge of operation and relationship: The team members of Brassiere are guided and trained in each and every step while moving forward in the operation of the outlet. They are given training on the operation system and functioning of the business in various steps with gaps. A systematic job chat is done with the staff by the supervisor and the manager to identify the problems faced by the staff and the improvement made till date. The relationship is maintained and unity in diversity is basically followed and the working environment is very flexible and professional. Quality customer service: Quality customer service is a complicated and a broad term to use but, major aspects of it are achieved by the team of Brassiere. The service standard if Brassiere has better quality as compared to other similar kind of outlet or business. Professionalism is maintained and carried in each and every operational process. The guests expectation level is always met and exceeded as per the questionnaire sums up. Guest Relationship of Manager and the Supervisors: The guest relationship of the manager and the supervisor of Brassiere are superb. The manager during the operation of the restaurant goes to the guests of the hotel during the dinner, breakfast and lunch to extract the value and quality they are experiencing in the outlet. 13. Customer service skills. Chapter 5, Discussion: Introduction: Customers are the most important part of the Brassieres business. Quite simply, without customers there would be no business! So it is vitally important that customers are looked after well and given the highest standards of service, so that they come back again and also tell their friends about the good time they had staying and eating in Hilton Hotel London. Need of Quality Customer Service in Brassiere: These days customer service is not just about meeting customers needs, but it is about exceeding them. It is also important to stress giving excellent and not just good customer service. The staffs at Brassiere of Hilton Hotel Paddington are fully trained in all aspects of excellent customer service. The companys customer service aim is to give our guest a truly short break holiday and business experience which far exceeds their expectations. But, In Brassiere of Hilton Hotel customer service is much more than just being nice to the customers. It is about all staff in the Restaurant working towards a positive approach to customers which involves, a) Identifying Customers Needs: Knowing what the guests wants is fundamental to the success of Brassiere business and reputation. However knowing the guests need is often relatively easy, what can be more difficult is putting into practice the actions that are recommended. b) Developing the right products and Services: Having found out what its customers wants, Brassiere can begin to develop products and services that matches the various requirements to make sure that they are offered at the right price, in the right place and, in the case of profit. c) Measuring Customers Satisfaction: Customer service is a constant process to strive to be as successful as possible in satisfying customer needs. The product and services will need careful monitoring and adjustment to meet any changes that the customers are demanding. SALT scores (Satisfaction and Loyalty Tracking Survey) must me maintained as they use this technique to measure customers satisfaction level. d) Developing Internal System: Hilton Hotel need to give attention to the needs of the internal customers i,e the staffs working for the Brassiere Restaurant. Mechanism to improve internal communications, including regular meetings, social events and staff newsletters, are all part of improving the overall level of service to the customers. e) Staff Training: Training in excellent customer service skills is vital for all staffs in Brassiere Restaurant, not just those whose work brings them into daily contact with customers. Staffs working behind the scenes, like Back area, main kitchen, and the stewarding etc need to appreciate that they too have an important role to play in keeping the customers happy and satisfied. Benefits of Excellent Customer Service to Hiltons Brassiere Restaurant: Excellent customer service not only brings benefits to the customers, but also to the Restaurant and of course to the hotel. Staffs working in the Brassiere Restaurant will also reap rewards, recognition, with increased job satisfaction and star points ( a system of rewarding followed in Hilton when a Guest comments good about an individual). The main benefit to the Brassiere Restaurant Department on delivering quality customer service is shown in the figure below; Reason for Poor Customer Service: Providing excellent and quality customer service is highly a skilled task requiring motivation, effort and commitment from the staff involved in the operation of Brassiere and support from the supervisors and the manager. However even the most experienced staff can have bad days! There are various reasons why the performance level of the staff deployed in the operation of Brassiere falls down. Four of the most common are as follows; Lack of commitment: Insufficient Knowledge about the product and the service. Poor communication level. Lack of proper training. What can management do to demolish these factors? a) Discover any underlying problems that are causing the lack of commitment. b) Arrange staff training session to help deal with the problems. c) Provide a supportive environment in which the staff can flourish. d) Involve all staff in customer service improvement. Quality Customer Service: There have been quantum changes in the attitudes towards quality customer service in Hiltons outlet Brassiere in the recent years. An organisation that delivers consistent good and quality service is usually seen as being Quality Company. Indeed, quality has many parallels with the customer service, a

Client Directed Outcome Informed Therapy (CDOI) Analysis

Client Directed Outcome Informed Therapy (CDOI) Analysis Taryn Slaughter Throughout the years, therapies have transitioned through different theories of change, model development and extensive research. For decades evidence based models of therapy were argued to be the best treatment for clients. Whilst therapy programs continued and expanded the rates of success did not. Slowly the perception of traditional models and treatments began to change and therapists began looking for alternatives to best suit the needs of their clients. Gradually the roles of therapist and client have changed and the client now has more involved in their treatment process. The client is no longer just a recipient of treatment; they are a partner in the planning, implementing and the outcomes. This essay will describe client directed outcome informed therapy and how it benefits clients with consistent positive treatment outcomes. The concept of Client Directed Outcome Informed therapy (CDOI) was developed through collaboration between Scott Miller and Barry Duncan (Duncan, Miller Sparks, 2004). After reviewing years of outcomes research, CDOI therapy was created in an attempt to meet the needs of individuals who had not responded to traditional models of therapy (Duncan, Miller Sparks, 2004; Duncan Moynihan, 1994). Through further studies and collaborations other forms of outcome and client directed models emerged. These other forms of therapy have been called Feedback Informed Therapy (FIT) and Partners for Change Outcome Management System (PCOMS) (Miller, Duncan, Sorrell Brown, 2004). All three forms of therapy focus on the same principle of providing treatment for clients that is best suited to their individual needs. CDOI therapy has no fixed treatment, model, practice or intervention. The client directed aspect of CDOI therapy ensures that the differences between individuals are understood (Duncan, Miller Sparks, 2004). Practitioners performing CDOI therapy with clients acknowledge that each individual is different by structuring treatments to meet the needs of each client (Duncan Moynihan, 1994). The process of structuring treatment for each individual requires an understanding of the client’s strengths weaknesses and resources to obtain the best possible outcome (Norcross Wampold, 2010). Once these are understood, the client and therapist are then able to outline the desired goals of the client and implement treatments best suited to the client. The relationship between client and therapist enables the process of establishing goals and treatment options in any therapy. The relationship (or alliance) is built early in the initially stages of therapy (Barber, Connolly, Crits-Christoph, Gladis, Siqueland, 2000). The strength of the alliance is determined on the ability of the client and therapist to work together in a mutually respective, trusting and supportive environment (Klee, Abeles Muller, 1990). A therapist must be able to overcome any early resistance to therapy or formation of alliance to ensure the treatments being provided will meet the needs of the client. Research has shown that the strength of the alliance is a significant indicator to the outcomes of treatment. A meta-analytical review conducted by Martin, Garske and Davis (2000) examined a number of studies which observed alliance and outcomes of treatment. It was found that the alliance formed between therapist and client was the most significant indicator of outcome. These findings are consistent with the other alliance focused research (Klee, Abeles Muller, 1990; Krupnick et al., 1996; Meier, Barrowclough Donmall, 2005) which shows that a strongly built alliance results in more positive outcomes then those client/therapist relationships with inconsistent or weakly formed alliances. The outcome informed aspect of CDOI therapy involves the process of compiling feedback throughout treatment. This process provides indicators on whether the selected treatment is affective for the client and meeting their needs (Duncan, Miller Sparks, 2004). A number of studies have shown the effectiveness of ongoing feedback between counsellor and client and positive outcomes of treatment (Claiborn, Goodyear Horner, 2001; Lambert Shimokawa, 2011). Therapists can use the information gathered through feedback to either continue with current treatments or make adjustments where required to continue to work towards treatment goals (Duncan, Miller Sparks, 2004). The most important aspect of this process is that the client is the one expressing how the treatment is working for them, maintaining to the principle of CDOI therapy. There are many different terms used in professional practise when collecting feedback. There are also a number of different methods used when compiling information transmitted between therapist and client. In CDOI and other client and outcome focused therapies many therapists use the Outcome Ratings Scale (ORS) and Session Rating Scale (SRS) (Miller, Duncan, Sorrell Brown, 2004). Both scales allow the therapist to gain an understanding on the level of alliance formed and the success of the treatment being utilised. Consistent feedback from the client ensures that the alliance is still strong and the treatment is being effective in reaching the clients goals (Shaw, 2014). Other models of treatment and therapies such as Counselling and Medical models have more specific structures and guidelines. These models of therapy use the process of diagnosing a problem and then utilising a specific therapy to treat that problem (Mozdzierz, Peluso Lisieki, 2011). Through evidence based practise, problems and therapies are linked together from previous studies and research in the areas where there have been previous successful outcomes. Therapies such as Cognitive Behaviour Therapy (CBT) are linked with previous results in treating diagnosed disorders such as anxiety and depression (Butler, Chapman, Forman Beck, 2006; Tolin, 2010). These therapies are classified under the medical model of treatment and would be used by therapists after diagnoses of anxiety or depression has been made. The difference between these models and the CDOI therapy model is that there is no distinct diagnoses and treatment structure. Each client is evaluated on their own strengths, weaknesses and ideas about treatment. Goals and treatment options are set by both the client and the therapist to ensure all needs of the client are being met, not just the symptoms of a disorder that may be present resulting in a diagnoses (Duncan, Miller Sparks, 2004). Other models of therapy are more restricted in the types of treatments provided and do not allow for individual characteristics of each client. When adopting the CDOI method there is no need to completely discard other models such as the Counselling Model of treatment. CDOI therapy can draw from these different models and modify the structure to suit the client, instead of following the guidelines that may not be appropriate in every case (Duncan Moynihan, 1994). There have been many cases of successful outcomes for clients using evidence based therapies in the past (Butler, Chapman, Forman Beck, 2006; Tolin, 2010). However CDOI therapy is an alternative to these therapies that can be structured to meet the needs of any client by minimising the risk of negative outcomes. There are a number of strategies that can be used by a professional counsellor to improve their outcomes when using CDOI therapy. The importance of alliance between client and therapist has been proven to be a significant indicator of outcome. To build an alliance a professional needs to build a strong, safe and trusting relationship with the client (Norcross Wampold, 2010). A professional counsellor needs to understand the processes involved to build and maintain a strong alliance throughout treatment. Building strong interpersonal skills is one way a professional can achieve a strong alliance. To assess interpersonal skills, a professional can use the Social Skills Inventory (SSI) and the Facilitative Interpersonal Skills (FIS) Performance task questionnaires (Anderson, Ogles, Patterson, Lambert Vermeersch, 2009). These questionnaires measure social and emotional aspects of individual’s interpersonal skills. These aspects are important in building a successful alliance between professional and client which has shown to be a strong indicator of positive outcome. Building on interpersonal skills can be achieved through continuing regular training and education. By continuing education, a professional counsellor can remain current with ongoing research, therapies and treatments and build on existing skills (Norcross Wampold, 2011). By utilising further education a professional can use new ideas to improve outcomes in future cases. One other strategy relates to the feedback process between therapist and client. A successful indicator of outcome, the feedback process is important (Claiborn, Goodyear Horner, 2001). A professional counsellor needs to use a simple and quick system of collecting feedback so that the process doesn’t become overwhelming for the client (Lambert Shimokawa, 2011). This process can only lead to positive outcomes for the professional and client. Conclusion- No one model has proven superiority over another References Anderson, T., Ogles, B M., Patterson, C. L., Lambert, M. J., Vermeersch, D. A. (2009). Therapist Effects: Facilitative Interpersonal Skills as a Predictor of Therapist Success. Journal of Clinical Psychology, 65(7), 755-768. Barber, J. P., Connolly, M. B., Crits-Christoph, P., Gladis, L., Siqueland, L. (2000). Alliance Predicts Patients’ Outcome Beyond In-Treatment Change in Symptoms. Journal of Consulting and Clinical Psychology, 68(6), 1027-1032. doi: 10.1037/0022-006X.68.6.1027. Butler, A. C., Chapman, J. E., Forman, E. M., Beck, A. T. (2006). The empirical status of cognitive-behavioural therapy: A review of meta-analyses. Clinical Psychology Review, 26(1), 17-31. doi:10.1016/j.cpr.2005.07.003. Claiborn, C. D., Goodyear, R. K., Horner, P. A. (2001). Feedback. Psychotherapy:Theroy, Research. Practise, Training, 38(4), 401-405. doi:10.1037/0033-3204.38.4.401. Duncan, B. L., Miller, S. D., Sparks, J. A. (2004). The Heroic Client. A revolutionary way to improve effectiveness through client-directed, outcome informed therapy. Sanfrancisco, California: John Wiley Sons. Duncan, B. L., Moynihan, D. W. (1994). Applying Outcome Research: Intentional Utilization Of The Clients Frame Of Reference. Psychotherapy, 31(2), 294-301. doi: 10.1037/h0090215. Johnson, L., Brown, J., Anker, M. Becoming Outcome Informed. In Duncan, B. L., Miller, S. D., Sparks, J. A. (2004). The Heroic Client. A revolutionary way to improve effectiveness through client-directed, outcome informed therapy (pp. 81-118). Sanfrancisco, California: John Wiley Sons. Klee, M. R., Abeles, N., Muller, R. T. (1990). Therapeutic Alliance: Early Indicators, Course and Outcome. Psychotherapy: Theory, Research, Practise, Training, 27(2), 166-174. doi: 10.1037/0033-3204.27.2.166. Krupnick, J. L., Sotcky, S. M., Simmens, S., Moyer, J., Elkin, I., Watkins, J., Pilkonis, P. A. (1996). The role of the therapeutic alliance in psychotherapy and pharmacotherapy outcome: Findings in the National Institute of Mental Health Treatment of Depression Collaborative Research Program. Journal Of Consulting And Clinical Psychology,64(3), 532-539. doi: 10.1037/0022-006X.64.3.532. Lambert, M. J., Shimokawa, K. (2011). Collecting client feedback. Psychotherapy, 48(1), 72-79. doi:10.1037/a0022238. Martin, D. J., Garske, J. P., Davis, M. (2000). Relation of the therapeutic alliance with outcome and other variables: A meta-analytical review. Journal of Consulting and Clinical Psychology, 68(3), 438-450. doi: 10.1037/0022-006X.68.3.438. Meier, P. S., Barrowclough, C., Donmall, M. C. (2005). The role of the therapeutic alliance in the treatment of substance misuse: a critical review of the literature. Addiction, 100(3), 304-316. doi: 10.1111/j.1360-0443.2004.00935.x Miller, S. D., Duncan, B. L., Sorrell, R., Brown, G. S. (2004). The Partners for Change Outcome Management System. Journal of Clinical Psychology, 61(2), 199-208. doi: 10.1002/jclp.20111. Mozdzierz, G. J., Peluso, P. R., Lisieki, J. (2011). Evidence-Based Psychological Practices and Therapist Training: At the Crossroads. Journal of Humanistic Psychology, 51(4), 439-464. doi:10.1177/0022167810386959. Norcross, J. C., Wampold, B. E. (2010). What Works for Whom: Tailoring Psychotherapy to the Person. Journal of Clinical Psychology, 67(2), 127-132. doi. 10.1002/jclp.20764. Norcross, J. C., Wampold, B. E. (2011). Evidence based therapy relationships: Research conclusions and clinical practices. Psychotherapy, 48(1), 98-102. doi: 1037/a0022161. Shaw, S. W. (2014). Monitoring Alliance and Outcome with Client Feedback Measures. Journal of Mental Health Counselling,36(1), 43-57. Tollin, D. F. (2010). Is cognitive-behavioural therapy more effective than other therapies? A meta-analytic review. 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Essay on Toni Morrisons Beloved - How We Define Ourselves

How We Define Ourselves in Beloved  Ã‚     Ã‚   The idea of how we define ourselves is a topic that has much force in the novel Beloved by Toni Morrison.   Two of the characters in the novel have strongly opposite ideas of defining their own â€Å"selves†.   Baby Suggs displays a very healthy sense of self, completely based on only who she is as a person, and not relying on any other person to assist her in her definition.   She is an independent person and loves her own â€Å"self† greatly.   Sethe, on the other hand, has an unhealthy sense of self because who she is is strongly dependent on her interactions and relationships with her children. The above is excerpt is provided to indicate the focus of the essay. The complete essay begins below: The journey towards finding one’s â€Å"self† is a long and arduous one, twisting and turning in every direction.   The destination is a personal identity -- a definition of who one is, independent of anyone else. Some people find a straight path that leads them directly to the discovery of their â€Å"selves†.   Other people take the road that has many switch-backs and obstacles to overcome, but eventually these people make it to the destination of â€Å"self† as well.   There are still others who get lost along the way.   Ã‚  Ã‚  Ã‚   The process of finding one’s â€Å"self† is strongly reliant upon our interactions with other people.   From the beginning, as infants, to when we are still small children, we have no idea who we are or what our relationship to the world is.   Our perceptions of the world are through the eyes of our parents or guardians and other adults who try to teach us and show us the world.   They instill in us their own ideas of right and wrong, good and bad.   As we grow, our peers have much influence over h... ...t our own sense of "self".   We never stop learning and experiencing new things, so our definitions of "self" are constantly being challenged and sometimes altered.   However, when we begin to rely solely upon other people to know who we are, our "self" is no longer our own.   A true sense of "self" is responsive to one's interactions and relationships with people, but defined only by one's own mind and heart, independent of others.   The road towards personal identity is long.   Several people may help us out along the way, hydrating us as needed; carrying us as needed.   But, in the end, we hopefully cross the finish line on our own. Works Cited 1.   Kubitcheck, M.D.   Toni Morrison: A Critical Companion.   London: Greenwood Press, 1998. 2.   Morrison, Toni.   Beloved.   New York: Plume, 1987. 3.   One Flew Over the Cuckoo’s Nest. 4.   Secrets and Lies.