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. | |

Similarities Between Hinduism And Confucianism - 856 Words

Hinduism and Confucianism are two well known religions that have been around for thousands of years. they have a lot of similarities, but also some differences. Both religions are located in Asia, while Hinduism is mainly in India, and Confucianism is in China. Both religions are based around the people’s actions as well as the meaning of life, which are shown through their strict society and social structures. Even though they’re different, both religions have 3 principles or values they go by. They are two of the most peaceful religions on the planet, with both their goals being to bring order in human existence, they both look to bettering the lives of the people within them. Hinduism and Confucianism both believe very much in education and social statues, which is why they have strict policies on them. They have both influenced philosophy greatly since their existence in the early times. Overall, both Hinduism and Confucianism look for the common good that will help enforce peace and brotherhood. Their belief systems go on a basis of making their followers act accordingly, helping to run their government and set a stable mindset for its people. Hinduism, the world’s oldest religion, is the third largest religion in the world after Islam and Christianity with close to one billion followers. The followers of the religion are called Hindus and are mainly located in India, and their place of worship is a temple. The religion doesn’t have any one specific founder, however,Show MoreRelatedSimilarities and Differences between Confucianism in China and Hinduism in India1504 Words   |  7 Pagesï » ¿ Confucianism originated in China by Confucius around the year 400 B.C.E. (faithresource.com†¦). Hinduism was brought to India by the Aryans around the year 1500 B.C.E. (janesvilleparker.org†¦). Although these two belief systems originated at different times they still share many similarities as well as many differences. Confucianism and Hinduism are two religions that shared many similarities. Such similarities are the idea that both were used as an outline for the way one should live his/herRead MoreSimilarities Between Confucianism And Buddhism1124 Words   |  5 PagesThere are a number of similarities between the eastern religions and philosophies of Confucianism, Buddhism and Hinduism. While Hinduism is centered around a supreme being, Buddhism and Confucianism are centered around the teachings of a man. Each encourages moral behavior, ethical values, such as non-violence, charity, and a respect for the universe. To better understand the philosophical similarities and differences between Confucianism, Buddhism and Hinduism, it is important first to considerRead MoreSimilarities Between Confucianism And Confucianism893 Words   |  4 Pages For centuries, Eastern religions and philosophies of Hinduism, Buddhism, Confucianism Daoism have been practiced by millions. Three similarities disting uishable by all four practices is the focus and teachings of virtuous humanistic practices, compassion and respect for the world around us. Although, similar in intentions each system carries unique attributes. In 1027 BCE after the rebel tribe, Zhou overthrew the Shang dynasty a time of cultural sophistication, and philosophical achievementRead MoreThe Main Features Of Egyptian And Mesopotamian Civilizations1364 Words   |  6 Pagescivilizations? What were their main differences in values and organization? To compare Mesopotamian and Egyptian civilizations, one can look at their organization, academic achievements, and economic styles. In terms of organization, there were many similarities. Both were agriculturally based. In both societies, the leader held divine status. However, differences arise when comparing their academics. Both societies developed mostly equal science and elaborate art. However, Mesopotamia developed a moreRead MoreThe Founding And Spread Of Buddhism, Hinduism, Confucianism, And Hinduism1671 Words   |  7 Pagestheir own way, certain aspects connect them and allow one to see how they all, in some way, influence each other. When analyzing the founding and spread of Buddhism, Sikhism, Confucianism, and Hinduism, it is evident that although there are many distinguishing differences between the four religions, there are multiple similarities that link them all with each other. The word Buddhism is derived from the word â€Å"budhi†, to awaken, so it makes sense that the creation of the religion begins with its founder’sRead MoreA Brief Note On The Japanese Religion Of Shintoism1446 Words   |  6 Pagesappeasing the Gods. 6. The main similarity is that they are all monotheistic- meaning they believe in one god and worship one and only one god that is divine and created the world. This is different because this one god controls the destiny of all people and there is no one that can speak to or pacify the spirits. 7. - Humans struggled to understand the world and their place in it. - These beliefs found a way to define and explain the relationship between Cosmos and the community. - TheyRead MorePhilosophies of China and India Essay858 Words   |  4 PagesChina and India have many philosophical schools of thought. There are multiple similarities as well as a plethora of differences. While China has a wide range of thoughts concerning eternal salvation and everyday rule, India is more narrow-minded in their approach. The differences are astounding and the similarities are few and far between. Each nation has a distinctly different school of thought, which ultimately led to the establishment of their current day societies. China has many differentRead MoreConfucianism, Hinduism, Buddhism, And Platonism1045 Words   |  5 Pagesthe four views of human nature that we have studied so far – Confucianism, Hinduism, Buddhism, and Platonism – critically examining their similarities and differences. Also, I’ll be explaining which one I think provides the most plausible understanding of what we are. First, I will introduce each of the four views of human nature by defining them. Then, I will elaborate and thoroughly explain what each one claims that we are. Confucianism is a system of philosophical and ethical-sociopolitical teachingsRead MoreChristianity, Judaism, Hinduism, Buddhism, Confucianism, And Confucianism1472 Words   |  6 Pagesyou look at it in the right fashion†, to â€Å"exactly alike†. In any case, there are many examples, and counterexamples of universal ideas between the â€Å"main† seven religions: Christianity, Judaism, Islam, Hinduism, Buddhism, Daoism, and Confucianism, which will be explored in the remainder of this essay. Arguments could be made on how all religions share a similarity. For example, all religions were persecuted by outsiders at some point. Perhaps the most dramatic example of this was the mass genocideRead MoreChinese and Indian Culture Essay857 Words   |  4 Pagesï » ¿Chinese and Indian Cultures China and India have had close connections for many centuries. Similarities and differences can be found in many of their cultural aspects. Both India and China flourished as river cultures in regions surrounded by mountains. They relied heavily on agriculture which was supported by the rich soils of the river basins. (Witt, et al., 2001, p.443) Looking at the areas of religion and philosophy, architecture, and music, will bring to light some of those aspects and the

The Clash Of Soldier s Duty - 1646 Words

Angela Keyu Lu Prof. Beirich History 202B June 1, 2015 The clash of Soldier’s Duty As a soldier in the military, follow commander’s order is their duty. Regardless of what soldiers were thinking about the war, as long as they put on the uniform, they are the soldiers, they are the one that fight for their people and their country; they have to follow their commander’s direction and order. Many soldiers choose to participate in the war due to their family needs, but later, after their training period in the military, they started to build their sense of duty and have an image of what they are going to do in this war, however, they often ignore the reality hidden behind the war. Both Bloods, Black Veterans of the Vietnam War: An oral†¦show more content†¦Although the marine did not tell the reason why soldiers have to kill Vietnamese, Edward believed what marine told him. However when Edward actually fought in the war, he found out that those who he killed are innocent women and children. Edward’s sense of duty is to follow the order of the commander to fight for stop the spread of communism and also to kill the soldier of offensive communism army, however in the reality, he and his company killed many of the innocent people. He mentioned how once during the war, â€Å"A little girl screamed. I went inside the door. I’d done already shot her, and she was on top of the old man. I killed an old man and a little girl in the hut by accident. † Edward want to explain to someone but everyone was there to justify his actions and said it is not his fault, however, Edward does not want to hear it and all he wants after this is to go back home (Terry 42). Soldiers are not supposed to kill the innocent people who are the elder, women, children and without weapons. Once soldiers were there in the village to fight to free the Vietnams from being attacking by communism, soldiers should protect the innocent villagers instead of killing them. However in the reality, American soldiers, including Edward, were demons to Vietnamese people because of the indistinctive attacks toward everyone they saw. Edward’s duty is to fight in the war and follow his commander throughout,

Engineering Jobs and A Outline of Each Essay - 617 Words

Civil Engineering: Civil engineering is primarily concerned mainly with the planning and construction of different facilities (bridges, highways, buildings, dams, railroads, etc.) Civil engineering in Islam was mainly concerned with irrigation and water supply. Four different types of irrigation were developed by Muslims, which are Basin irrigation, perennial irrigation, Terrace irrigation and Wadi irrigation Computer Engineering: Computer engineering deals with the computers (digital gear). It covers the design, usage and theory of computer hardware (application) and software (information Processing techniques). One of the famous Muslim computer engineer is, Lotfi Asker Zadeh, an Iranian scientist and the founder of fuzzy logic and†¦show more content†¦As through the economy and trades established by Muslims there was a transmission of different crops and farming methods from different regions outside the Islamic world. Architectural Engineering: Structural: concerned with building structure and disturbing the load transferred in the building. Mechanical systems: control the temperature and climate inside the building, taking into consideration the air quality and humidity (HVAC) Electrical and lighting systems: to design the circuits and paths of utilities and power inside the building envelop Construction and management engineering: the responsibility of the engineer that the quality, cost and schedule meets the project plans Muslims had a great influence on architecture and have many inventions in this field, for example: Arabesque: which is an application of repeated geometrical forms founding in decorating walls. Also the Minaret, which is a distinctive architectural feature of the Islamic civilization, more specifically, the mosque. One of the most famous Muslim architects is Mimar Sinan, whom is Turkish. He is the head ottoman architect and also was a civil engineer. He was accountable for constructing more then 300 different buildings. Bioengineering/Biomedical Engineering: There are three majorShow MoreRelatedEngineering Disciples933 Words   |  4 PagesEngineering Disciplines Oral Presentation Overview: The purpose of this project is to provide a better understanding of the different engineering disciplines offered at the University. Students will be divided into teams. Each team will prepare a presentation on a discipline to be presented to the class. This presentation serves as a means for students to learn, in-depth, about a major outside of their areas of interest. The assumption is that students haven’t had much information presented toRead MoreA Report On Fire Engineering1022 Words   |  5 Pageson the structural design behind steel members and its response to elevated temperatures, specifically from fire. Dr Allan Jowsey, a fire engineer and estimation manager, introduced fire engineering and the calculations required for using specific steel members. Before this event, I never knew that fire engineering existed. Although my major is chemical, I can still appreciate the thought process for choosing specific thicknesses of steel and the coatings required. Jowsey expla ined that the thicknessRead MoreFormation of Construction Contracts1252 Words   |  6 PagesTable of Contents 1. Outline of the NEC Contract a) Summary of the ethos key aims of the Contract i. Stimulus to good management ii. Variations iii. Clear and simple language b) Strengths c) Weaknesses 2. Main Option Clauses a) List of main Option Clauses b) Summary and Comparison of Option Clauses c) Recommendation 3. Secondary Option Clauses a) 15 ‘X’ Secondary Options b) Two ‘Y’ Clauses c) Discussion of ‘Z’ Clauses d) Recommendation 4. Conclusion 5. References 1. 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Environmental Management and Sustainable Development

Questions: 1.Why is Environment Management System (EMS) Policy Important for a Company which is certified to ISO 14001 Standards? 2.Discuss your Understanding of Environmental Aspects and Impacts and its Importance relating to ISO 14001. 3.Develop a Procedure for the Management of Legal and Other Requirements in your Steel Fabrication Business. Answers: 1.Importance of Environment Management System (EMS) Policy The ISO 14001 is an internationally accepted standard and integrated approach to effective environmental management. The standard is designed to help the organizations conduct successful businesses without running away from the environmental responsibilities. An environmental management system (EMS) is a set of management principles and tools that designs or creates administrative procedures which needs to be integrated into the business practices for maximum environmental concerns. The main objective of EMS is to achieve the established policy to protect the environment. The EMS policy is important to the companies who are certified to ISO 14001 standards as they need to integrate environment protection practices while fulfilling their environmental responsibilities (Heras-Saizarbitoria Boiral, 2012). EMS is important as it helps the organizations in meeting shareholder and customer demand. With the implementation of EMS, the efficiency can be improved and the organizations can significantly save money. As the ISO 14001 certified company is bound to integrate effective environmental management, the company has goodwill in the market. To stand up to its goodwill, EMS shall help the companies in living up to the expectations of individuals and the wider communities (To Lee, 2014). Further, if the ISO 14001 certified companies follow EMS policy, it shall create awareness for the other individuals and corporate on environmental degradation and the impact it has on our earth. EMS is proactive towards regulatory compliance that makes the business owners understand the negative impact of environmental degradation and take measures to prevent it. The ISO 14001 makes the company legally bound to win stakeholder and customer trust (Testa et al., 2014). Proposal of EMS Policy The marine industry requires stainless steel for building boats, submarines and chemical tankers. Stainless steel has 100% recyclability nature as it is not coated with any toxic material (Arushanyan et al., 2017). The most attractive feature of using stainless steel is that it does not harm the environment even if it ends up in landfills. The process of fabrication of stainless steel involves melting the steel and casting it into solid forms. The steel is then heated and treated to give the desired finishing. Lastly, it is sent to the marine industry so that they can weld and join it to get desired shapes. EMS Policy The marine industry is committed towards reducing the environmental impact towards a sustainable development in Singapore. The maritime industry needs to comply with Maritime Legislation of Singapore and implement all environmental laws and regulations (Nea.gov.sg, 2017). Relating to the fabrication of stainless steel for building boats, submarines and chemical tankers, the marine industry commits the following- To care for the environment by reducing the environmental impact from shipping activities to promote green shipping in Singapore. To pursue the policy of three Rs- Reduce, Reuse and Recycle in managing solid waste from the fabrication of stainless steel-hazardous waste and metal scraps. To comply with The Clean Air Act of 1971 and limit the air pollutants such as dust, oil mist, fumes of lead, manganese and other toxic elements from welding operations (Nea.gov.sg, 2017). To comply with Water Pollution Control and Drainage Act and not dumping waste generated from fabricating steel into water bodies that would damage the marine life. To comply with Singapore Noise Regulations and installing silencers for controlling noise while fabricating stainless steel products. To restrict the exposure to welding fumes as nickel causes allergic reactions leading to chronic bronchitis and other lung diseases (Nea.gov.sg, 2017). 2.Environmental Aspects and Impacts Before understanding the environmental impact and understanding, the concept of product, service and activity shall be stated. A product is the physical offering that is made in the market. The environmental aspect could be level of recyclability at the end of lifecycle or excessive packaging on a product. Service refers to the auxiliary services that play a key role in supporting core activities such as maintenance, heating or cooling. According to ISO 14001, environmental aspects are defined as the elements in an organizations products or services or activities that can link with the environment. According to ISO 14001, the environmental impacts are defined as the change, positive or negative that result from an organizations environmental aspects (Thiede et al., 2013). The aspects such as radiation, water discharge into the land, noise generation can have certain environmental impacts such as air pollution, water pollution, air pollution, ozone depletion and others. Aspect can be divided as direct and indirect. The direct aspects are the ones that are associated directly with the products, services and activities of an organization. However, the indirect aspects are the ones that are associated with the non-industrial companies such as customer controlled aspects. Understanding the environmental aspect and impact is important to ISO 14001 as an organization certified for it needs to keep a register for environmental aspect that is updated and modified with the activities, products and services. Evaluating the environmental aspects and impacts is necessary as only the significant ones need to be followed. The EMS of an organization needs to be framed based on the environmental aspects type, nature and complexity (Thiede et al., 2013). Environmental Impacts for Disposal of Hazardous Waste and Metal Scraps Hazardous wastes are poisonous by-products from manufacturing or fabrication of certain products from the industries. The waste may be solid, liquid or sludge in nature as it may contain dangerous pathogens, chemicals, or heavy metals. As Singapore is a highly developed nation, the industries need to dispose tons of hazardous waste products regularly. Anything from a small chocolate wrapper to radioactive waste can cause damaging impact on the ecosystems. Hazardous waste can be characterized based on certain properties such as corrosivity, reactivity, toxicity, ignitability, acute toxicity, explosive and infectious property (Thiede et al., 2013). All the hazardous waste needs to be controlled under Environmental Public Health (Toxic Industrial Waste) Regulations 1988. The footprint left by hazardous waste can poison the water bodies affecting or killing the aquatic animals like fishes, frogs and others. The hazardous waste also harms the plants and restricts their growth. Therefore, reduction in plant life can cause natural food supply for humans and animals. The National Environment Agency (NEA) is the regulatory body for managing hazardous wastes in Singapore. The hazardous chemicals need to be controlled under The Environmental Protection and Management Act (EPMA), Environmental Protection and Management (Ozone Depleting Substances) Regulations and The Environmental Protection and Management (Hazardous Substances) Regulations (Nea.gov.sg, 2017). Stainless steel is prepared using the Electric Arc Furnaces process and the Basic Oxygen Furnace process. While handling the machinery and equipment directly, the workers may be directly exposed to asbestos insulation in rolling mills, steel furnaces, cranes, boilers, tanks and moulding boards. The fibres released from the machinery get accumulated in the lungs thereby causing mesothelioma cancer. The indirect aspect of asbestos exposure is also witnessed in manufacturing ceiling tiles, liner boards or floors that were originally eliminated in the process (Asbestos.com, 2017). The Ministry of the Environment and Water Resources in Singapore prohibits asbestos pollution in the environment (Nea.gov.sg, 2017). Singapore generates heavy amount of metal scrap. It is a common by-product in the metal fabrication process to produce stainless steel products. According to the Pollution Control Department, the traders are not allowed to import or export hazardous wastes such as metal scrap or metal slag that contains heavy materials like lead, nickel, mercury and cadmium (Exporters.sg, 2017). The import or export of such hazardous wastes is considered as an offence under Hazardous Waste (Control of Export, Import and Transit) Act. The organizations or individuals shall be liable to legal penalties. In case of individuals, they must be imprisoned for two years or pay a penalty of $100,000 or both (Exporters.sg, 2017). In case of corporate, they shall be liable to pay $300,000 (Exporters.sg, 2017). Metal scrap can be recycled to reduce the impact on the environment as it is less energy-intensive. Ferrous and non-ferrous metals from local industrial, commercial and construction sectors in Singapore are collected for recycling (Nea.gov.sg, 2017). Metal scrap leads to loss in economic benefits. With the recycling activities, the metal scrap recycling can produce new products such as television, smartphones and other products. By reusing metal scrap, the pollution can be minimized (Thiede et al., 2013). 3.XYZ Ltd. Procedure for Management of Legal and Other Requirements in Steel Fabrication Business Revision No.: 1 Date: DD MM YYYY Prepared by: Approved by: Revision History Revision Date Revision Amendment Clause 01/03/2017 00 Initial Release Purpose This procedure described the identification and updating legal and other requirements applicable to the environmental aspects of XYZ. Scope This procedure applies to all relevant legal and other requirements applicable to the environmental aspects of XYZ and its contractors and suppliers. Definitions EMR- Environmental Management Representative EMS Committee- Environmental Management System Committee Reference Documents LR-01Register of Legal and Other Requirements Responsibilities Environmental Management Representative (EMR) The EMR shall work in collaboration with member of EMS Committee to maintain the Register of Legal and Other Requirements, while ensuring access to relevant staff and requirements as listed in the Register. EMS Committee The EMS Committee is responsible for establishing and reviewing the Register(s) of Legal and Other Requirements. Upper level Management The upper level management approves the Register of Legal and Other Requirements. Departmental Manager The departmental manager is responsible for informing the member of EMS Committee to make any changes as relevant to the department and ensuring access of the same in the department. Procedure The EMS Committee needs to identify the relevant and applicable legal and other requirements to the environmental aspects of steel fabrication in XYZ. The member of EMS Committee must maintain a Register of Legal and Other Requirements while ensuring availability and accessibility of adequate information. The information in the Register(s) shall include the following but not be limited to: Title of legal / other requirement; Description of legal / other requirement; and Licenses / Compliance Records Required The register(s) shall be updated every 3 months or in case of availability of relevant information. The members shall regularly update information from the websites: National Environment Agency (https://www.nea.gov.sg/) and Singapore Statutes Online (https://statutes.agc.gov.sg). The EMR needs to ensure that the updated copies of registers are available to the employers. The hard copies such as technical memoranda and code of practices need to be controlled by the EMR. The soft copies of the same can be provided on the website. Records References Arushanyan, Y., Bjrklund, A., Eriksson, O., Finnveden, G., Ljunggren Sderman, M., Sundqvist, J., Stenmarck, . (2017). Environmental Assessment of Possible Future Waste Management Scenarios.Energies,10(2), 247. https://dx.doi.org/10.3390/en10020247 Asbestos.com,. (2017).Steel Mill Workers - Mesothelioma Asbestos Exposure Risks.Mesothelioma Center - Vital Services for Cancer Patients Families. Retrieved 28 February 2017, from https://www.asbestos.com/occupations/steel-mill-workers/ Exporters.sg,. (2017).SINGAPORE Waste And Scrap Metal Member listings - Exporters.SG.Exporters.sg. Retrieved 28 February 2017, from https://www.exporters.sg/categories/130800/member-Waste-And-Scrap-Metal/page1.html?cty=SG Heras-Saizarbitoria, I. Boiral, O. (2012). ISO 9001 and ISO 14001: Towards a Research Agenda on Management System Standards*.International Journal Of Management Reviews,15(1), 47-65. https://dx.doi.org/10.1111/j.1468-2370.2012.00334.x Nea.gov.sg,. (2017).Code of Practice on Environmental Health.Nea.gov.sg. Retrieved 28 February 2017, from https://www.nea.gov.sg/public-health/food-hygiene/code-of-practice-on-environmental-health Nea.gov.sg,. (2017).Collectors, Traders and Local Recycling Facilities.Nea.gov.sg. Retrieved 28 February 2017, from https://www.nea.gov.sg/energy-waste/3rs/collectors-traders-and-local-recycling-facilities Nea.gov.sg,. (2017).Control of Asbestos in Singapore.Nea.gov.sg. Retrieved 28 February 2017, from https://www.nea.gov.sg/anti-pollution-radiation-protection/chemical-safety/hazardous-substances/control-of-asbestos-in-singapore Nea.gov.sg,. (2017).Environmental Protection And Management (Hazardous Substances) Regulations The Schedule.Nea.gov.sg. Retrieved 28 February 2017, from https://www.nea.gov.sg/anti-pollution-radiation-protection/chemical-safety/hazardous-substances/environmental-protection-and-management-(hazardous-substances)-regulations-the-schedule Nea.gov.sg,. (2017).Hazardous Substances.Nea.gov.sg. Retrieved 28 February 2017, from https://www.nea.gov.sg/anti-pollution-radiation-protection/chemical-safety/hazardous-substances Testa, F., Rizzi, F., Daddi, T., Gusmerotti, N., Frey, M., Iraldo, F. (2014). EMAS and ISO 14001: the differences in effectively improving environmental performance.Journal Of Cleaner Production,68, 165-173. https://dx.doi.org/10.1016/j.jclepro.2013.12.061 Thiede, S., Seow, Y., Andersson, J., Johansson, B. (2013). Environmental aspects in manufacturing system modelling and simulationState of the art and research perspectives.CIRP Journal Of Manufacturing Science And Technology,6(1), 78-87. https://dx.doi.org/10.1016/j.cirpj.2012.10.004 To, W. Lee, P. (2014). Diffusion of ISO 14001 environmental management system: global, regional and country-level analyses.Journal Of Cleaner Production,66, 489-498. https://dx.doi.org/10.1016/j.jclepro.2013.11.076

Symbol as an Integral Part of a Humans Life

Despite the fact that a man is a creature that possesses certain independence, people have always felt the need to socialize. The author of the article â€Å"Symbols. The basic Element of Culture† Leslie A. White has made an important contribution to psychology as a science, interpreting the nature and the meaning of a symbol in people’s lives. However, the article raises certain questions that still need consideration.Advertising We will write a custom essay sample on Symbol as an Integral Part of a Human’s Life specifically for you for only $16.05 $11/page Learn More Leslie’s method to investigate the problem could be described as both the experimental one and the one involving certain theoretical work. Leslie both gathered the existing facts about the role of signs in people’s culture and gave the examples based on her own experience as a scientist. According to the article by Leslie A. White, symbols indicate that à ¢â‚¬Å"it was the symbol which transformed our anthropoid ancestors into men and made them human.† These are only people that have some to using symbols to express their ideas. However, the symbol is something more than a mere sign that can be interpreted only in one way. There is a certain distinction between them. According to Macionis and Clark (69), A symbol is anything that carries a particular meaning recognized by the members of the culture. A whistle, a wall of graffiti, a flashing red light and a fist raised in the air all serve as symbols. Thus, he claims that symbol is something that can be well understood by a certain group of people, while the people not belonging to this very social group would either take these symbols for something else or consider them meaningless. That is what makes a difference between a symbol and a sign which is always the same for the representatives of any culture.Advertising Looking for essay on philosophy? Let's see if we can help you! Get your first paper with 15% OFF Learn More The evidence that Leslie drives concerns her own experience and the examples that the psychology already has driven explaining the nature of symbol. These are the cases of people deprived of the ability to use symbols during the process of socializing and what it has driven them to. One of the characteristic features of a symbol given in Symbol. The Basic Element of Culture is that it is acquired as the â€Å"thing† the meaning of which is bestowed by those who use it. It is not something settled, and nor is it supposed to have one and the same impact on all people. L. White also emphasizes the fact that symbol is rather a notion than something that is to betaken as an object. It can be an object, a color, a sound or even an odor or a taste. In spite of the fact that author takes the symbols rather as a notion than as an object, some researchers take it even further, expanding the meaning of a symbol to the whole cult ure. Culture is symbolic. The significance of culture lies in the meaning people give to symbols or things or behaviour. The meaning is not inherent in the symbol but is bestowed by the cultural significance. (Andersen 56) Andersen drives an example of the American flag, which is basically a piece of cloth with the pattern on it, but for the people this is the symbol of democracy and freedom. So a symbol is something that people have to be taught. This is not the intuitional knowledge that can come with the experience, but a certain notion that has to be learned. As Lesley emphasizes, it is only a human being who can understand and interpret a symbol. A man and only a man can be taught to understand symbols and their meanings. Lesley drives an example of a child who has been deprived of both the ability to hear and see and the ability to have symbolic contacts with people. As the girl was examined by doctors, they found no human traits in her behavior at all. That means, that these are the symbolic contacts wit the others that make the basis of a human.Advertising We will write a custom essay sample on Symbol as an Integral Part of a Human’s Life specifically for you for only $16.05 $11/page Learn More This sad fact can be explained by the theory of a symbol. As Kendal has noticed, Culture could not exist without symbols because there would be no shred meanings among people. Symbols can simultaneously produce loyalty and animosity, and love and hate. They help us to communicate ideas such as love or patriotism because they express abstract concepts with visible objects. (50) The way symbols can change as they pass through the cultures is a subject for another research. For example, swastika that used to be the symbol of sun in the ancient times and bore the meaning of good luck, prosperity and wealth, was further on transformed into the symbol of fascism, which has changed people’s attitude to the sign once and for a ll. Macionis and Benokraitis (31) expressed the same idea. The symbol is something that is firmly connected to the culture, and the diversities that are presented in the different cultures can lead to the different understanding of signs. These are only people who can be taught to understand and use symbols. To sum up, the culture of a human presumes the use of symbols as the notions that may underlie a certain thing, or a person or a process, or an action. It is not the idea itself, but its roots, the way to express an idea. What Lesley is trying to convey in her article is that the modern culture is a bunch of symbols that have been developed into an ordered system. They are used in the daily conversation, as well as in the sphere of arts. Symbols can be found in the professional spheres, and the use of them presumes that this layer of society has already developed it into a specific culture of theirs. Symbols are constantly following us throughout our entire life. Our task is to decipher them and to receive the information they carry. They are used as containers for information, and the way they will develop will mark the development of the mankind itself.Advertising Looking for essay on philosophy? Let's see if we can help you! Get your first paper with 15% OFF Learn More Works Cited Andersen, Margaret L., Howard F. Taylor. Sociology with Infotrack:  Understanding a Diverse Society, Casebound. Stamford, CT: Cengage Learning. 2007. Print. Kendal, Diana. Sociology in Our Times: The Essentials. Stamford, CT: Cengage Learning. 2008. Print. Macionis, John J. Nijole V. Benokraitis. Seeing Ourselves: Classic,  Contemporary and Cross-Cultural Readings in Sociology. 8th Ed. New Jersey, USA: Prentice Hall. 2009. Print. Macionis, John J., Juanne Clark, Linda M. Gerber. Sociology. Toronto: Pearson Education Canada. 1994. Print. This essay on Symbol as an Integral Part of a Human’s Life was written and submitted by user AncientOne to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.

Ancient Maya Essay Essay Example

Ancient Maya Essay Essay Example Ancient Maya Essay Essay Ancient Maya Essay Essay Ancient Maya Essay Matthew Pitcher Mrs Meligrana Ancient Civilizations June 8th, 2011 Pitcher1 The Ancient Mayan civilization stands out from other ancient civilizations and is great because of its outstanding achievements and developments. The Mayans are still known to this day for their exceptional architecture, medical discoveries, astronomy, and military tactics which were very successful. In this essay I will explain what the Mayans have achieved to make themselves considered great, why they are great, and why they overcome many of the other ancient civilizations. Mayan astronomy has been considered one of the most complex of mankind. Of all the worlds ancient calendar systems, the Maya and other Mesoamerica systems are the most complex, and accurate. Calculations of the 260-day and the 365-day Maya cycles is almost exactly equal to the actual solar year in the tropics, with only a 19-minute margin of error, which is almost scary to see how precise they were. Mayan Astronomers used shadow casting devices, and observations to trace the movements of the sun. the stars and planets in order to observe, calculate and record this information in their chronicles, as they call it . From these observations, the Maya developed calendars to keep track of celestial movements and time. Something never seen before by any other civilization in history, truly amazing, and we still use the 365 day calendar today. Another reason why Maya is great is because of their form of numbers and arithmetic’s, the first civilization to constitute math and numbers in everyday life. Maya mathematics constituted the most sophisticated mathematical system ever developed in the Americas. Pitcher2 The Maya counting system required only three symbols: a dot representing a alue of one, a bar representing five, and a shell representing zero. These three symbols were used in many different combinations, to keep track of calendar events both past and future, and so that even uneducated people could understand when needed for trade and commerce. That the Maya understood the value of zero is remarkable most of the worlds civilizations had no concept of zero at that time. By far one of t he most fascinating achievements of the Mayans was there methods and development of their beautiful architectural buildings and designs. Whether their temples, complexes, buildings, homes, sidewalks or causeways (which were built by hand cut lime-stone), and the first civilization to construct sidewalks for pedestrians. A Maya city from the Classic Period usually consisted of a series of platforms topped by masonry structures, ranging from great temple-pyramids and palaces to individual house mounds. These structures were in turn arranged around open plazas or courtyards. Maya architecture is characterized by a sophisticated sense of decoration and art, expressed in beautiful carvings and wall paintings, unlike any others. Throughout the Mayans 2000 year history, their unique warfare tactics turned out to be very successful for their civilization. Unlike most other civilizations, instead of a head to head close range battle, the Mayans built an army of spearmen and arrow shooters to kill the enemy. Long range war tactic was there specialty and it worked. They killed their enemy before their enemy could reach them, using the land and surroundings they built trenches and barricades to Pitcher3 fool and surprise the enemy, along with bells and whistles to distract the enemy to let fellow soldiers know the enemy is on its way. Also, the Mayan armies did not use horses or chariots in battle much like the other militaries did. Unfortunately for their enemies, the Mayans were keen on taking prisoners†¦ for the express purpose of sacrificing them on a temple altar, in front of the entire tribe. The belief was that by eating the heart of an enemy warrior, you could gain a some of that warrior’s strength. Medicine to the Mayan people was very important, a balance between religion and science, much like we see today. They healed wounds with human hair, fixed fractures, and used casts. Very skilled dental surgeons using different materials to fill teeth when one suffered from a cavity or chipped tooth. Also used â€Å"Obsidian† blades to perform surgeries, Obsidian blades are still used today in many North American hospitals. They cut cleaner so wounds heal faster and with less scar tissue. Finally, the Mayans created the first artificial pain killer for humans. The advancement the Mayan civilization had the medical field before any other civilizations is remarkable and should be noticed. The Mayan civilization deserves the title as a great Civilization because of these outstanding achievements and special ways. Scientifically and mathematically they were genius. Their architecture exceeds the look of any other civilization, and their tactics for building a military and a city is overly impressive. I am not so sure modern day life would be the same without the greatness the ancient Mayan civilization. Webster, David . The Fall of the Ancient Maya, Thames Hudson Ltd, London, 2002 Ayache, Michelle, The Ancient Maya, digitalmeesh. com/maya/history. htm, 2005 Robert, J, Sharer, The Ancient Maya, Stanford University Press, 2006 Shirley, Jordon, The Mayan Civilization, 2001