Marriott Hotel International Total Quality Management

Brief introduction of Marriott Hotel International Marriott hotel international is one of the largest lodging companies globally. This company has maneuvered in more than 68 countries under the leadership of Mr. Marriott who is the chairperson and the chief executive officer.Advertising We will write a custom report sample on Marriott Hotel International Total Quality Management specifically for you for only $16.05 $11/page Learn More The leadership of Marriott is considered as a success of this company as it started as a family restaurant to a global lodging business. As the leader of the company, the chairperson says that, the company’s main vision is lead in offering lodging services in the world. The vision of this company is grounded on several issues like taking good care of the guests, possession of wide operating knowledge, making use of skilled and diverse workforce, and finally offering one of the best lodging services. Under the leaders hip of Marriott, the company has for several years continued to enjoy a strong customer base, and an improving growth of profitability. The origin and development of Total Quality Management The total quality management is a theory applied in most of organizations in efforts of improving quality and performance to meet or exceed customers’ needs. The only way through which the company can achieve this, is through application of quality functions and services in the entire company (Mukherjee, 2006). The total quality management incorporates the general quality actions taken by a company such as quality development, quality control, and above all ensuring there is quality assurance in the services offered by the company. The total quality management involves all levels of management as well as all the company employees. The origin of total quality management is believed to be quality assurance methods that existed during the First World War. The development of total quality man agement was made possible by the large-scale production that emerged after the war. This large production was associated with poor quality of the products services. To minimize the chances of producing poor quality services and products, some quality officers were appointed to ensure the entire production was of quality.Advertising Looking for report on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More After the First World War, it was a common exercise in almost all manufacturing companies to inspect the quality of goods and services produced. The emergence of statistical quality control, gave an assurance of testing the quality of sample pieces, as it was not possible to inspect every commodity. By mid 1950s, the quality control exercise was crucial especially in Japanese industries, whereby all the employees could adopt the system within the company . By the late 1970s, the total quality exercise was widely used mostly b y the large companies, and was used by all employees starting from the top management to casual laborers. When other nations discovered how products manufactured in Japan were of good quality, they also started adopting the exercise of quality control. Application of TQM techniques in improving efficiency and effectiveness of business When companies make use of total quality management, there is a high probability of improving efficiency and effectiveness of the entire organization. For instance, Marriott hotel international have applied several techniques of TQM to ensure a positive outcome (Mukherjee, 2006). Through the assistance of the executive management, employees are trained on the concepts of offering good quality services to the customers. The main techniques that the management team of Marriott hotel international is employing qualified staffs, who gives a positive approach to those sensitive areas like the check in point, serving customers within the shortest time possib le, offering a friendly approach, and solving customers problems. Cleanliness of the rooms and wonderful housekeeping services may make all other wrongs to be forgiven by any guest. One aspect that constitutes to the good reputation of this company is the cleanliness especially the admirable housekeeping services that are offered. Moreover, to make their total quality management systems more effective, Marriott is providing an extensive training to all area managers as soon as they are hired. The major reason of doing this is to ensure that the leaders of the company are enlightened on how to offer quality services . Without a good leadership, it can be very challenging for any organization to offer best services and to attain its overall objectives.Advertising We will write a custom report sample on Marriott Hotel International Total Quality Management specifically for you for only $16.05 $11/page Learn More Once a manager is employed in this company, before offering services, they are booked into a one-week training program, where they are equipped with the necessary knowledge and skills to enable them serve the customers well. After undergoing this training, they are responsible of teaching other members of staff on how to offer quality services to customers. According to various researches done by several analysts, the outcomes of poor quality services in any business are very costly. Most of the time, the experience of poor quality services in an organization occur due to having employees who are not empowered fully to solve quality shortcomings, or presence of employees who are not willing to give adequate results. In our day-to-day lives, we have also experienced inadequate services in various organizations whereby, once served you feel like never coming back for more services. These negative experiences occur especially because of having a team of staff who never care about what they deliver, as they are never held respons ible for their mistakes (Mukherjee, 2006). To some extent, the management of the company is the source of this poor service delivery, because of failure to acknowledge employees that every person would be held responsible for his or her deeds. Once a company start trending in such manner, the likely consequence is loosing customers and creation of a good opportunity for the competitors to take over and serve the customers. Approaches towards improving customer care Currently the company has managed to come up with 18 different lodging brands that include limited service and full service that have a variety of services to serve the needs of any traveler. The company is currently managing and contracting various hotels and resorts under the Marriott. The work coverage of the company has widened with time due to expansion of its services. This expansion on the other hand has resulted to increment of the customers globally. Starting from the financial base of the company to its customer network, the company has a good record of expansion for the period it has existed in the market. It is an obligation of every company whether a non-profit or profit making to ensure that its customers are served satisfactorily with the best products or services. For the company to succeed in its operations, be it manufacturing or any other kind of business, the customer should be treated well through provision of quality services.Advertising Looking for report on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More Marriott being one of the biggest hotels internationally, with good reputation of its quality services, it has adapted a holistic system of formal Total Quality Management. This system is meant to ensure that the increasing customer coverage is offered with the best services of high quality. The hotel has made some extra efforts to ensure that every section of the hotel is equipped with quality services that are customer driven. The Marriott hotel international is under the category of service industry, and so its mandate to achieve its goals and objectives is to ensure its customers are happy. It is the nature of customers to share their experiences with others whether they are satisfied or not satisfied. For the company to ensure that their customers share a positive experience, the company should concentrate in making customers happy through admirable services. The reputation of the hotel and that of the brand depends mainly by the reactions of the customers. Customer satisfactio n is achieved easily through the application of Total Quality Management. Due to the wide acquired experience by the management of Marriott hotel international for the long period they have been in the market, they have pointed out the two main areas that are likely to be criticized by guests. The rooms and the check-ins are the most sensitive areas that require high quality services especially the front office. In Marriott hotel international these areas are well catered for by highly qualified staffs. Both the first contact and impression that guests receive in a service industry is very crucial, as he may keep coming back or may never desire such an experience again. How Total Quality Management contributes to Improving Quality, Efficiency Effectiveness Successful businesses like Marriott hotel international have a management system that understands the likely effect of offering quality services to the customers. Due to such realization, the most competitive businesses, keeps on regularly improving their quality standards. Regularly, through the business News we hear of most famous companies declaring that their priority is to make the dreams of their customers come true through offering quality services that would satisfy the customers and keep them coming back for more products and services. For instance, we heard of Ford Motor Company and Honda Motor Company announcing their first priority of satisfying their customers through wonderful and long lasting products that are friendly to the customer’s finances and to the environment (Clarke, 2007). Despite the fact that these companies are among the leaders globally, they still insist in improving the quality of their products to keep their customers happy. Even if the company have been in the market for a long duration of time, and have acquired many customers, the journey should not end there, as the customers’ needs are as dynamic as the products or the services in the market. The tastes an d preferences of the customers keep on changing with the advancement of the technology and the whole globalization. This calls for the companies to keep working harder to be in a position to handle the dynamic changes in the market especially the customer’s needs (Clarke, 2007). Although Marriott has been in the market for quite a long period, they have continually embraced the current total quality management systems to be in a position to handle the challenges during the tough economic periods. Just like other successful companies, Marriott hotel international has for several years tried to apply the total quality management system to handle and ensure a long-term survival and success through customer satisfaction . Several policies have been put in place to ensure this holistic system they adopted works out well. Due to their improved customer coverage, the productivity of the company also increased, and this is achieved by making all the employees in the company to partic ipate and feel as part of the entire company. The employees are encouraged by this system to assist in improving the various processes found in the company, services, and making the culture of the company a long lasting one. Quality leaders such as Joseph Juran have contributed much in interpreting what such a system should entail to ensure a productivity results. The total quality management system comes up with practices that when utilized well the company benefits much from offering good quality services and an increased productivity. Some of the practices that Marriott hotel international has incorporated in their operations include putting every employee busy to work to accomplish the transformation (Mukherjee, 2006). During the working hours, employees are ever busy with everyone taking a close inspection to his or her duties. Idleness of the employees is something unheard of in Marriott hotel international. During the time of relaxing, the employees are engaged in some talks meant to improve the services of the company. Another practice that has made this holistic system a success is through the provision of education programs to improve the efficiency of every employee. As technology advances, the demands of customers in the business also keep on changing and that is why these education programs are so important to the employees to keep them updated. Another aspect is by all means breaking barriers among staff working areas, if an employee discovers that there is something not attended to, if the person responsible is not available, he or she should attend to that duty first. Incase of any problem or a challenge employees are given a break through of reporting such issues as quick as possible to the right people for the problem to be fixed on time (Clarke, 2007). For a long duration of time, the Marriott and other successful companies they have been able to utilize the practices of total quality management for positive impacts in their companies. The a pplication of this complex system requires committed leaders and other team of staffs to work together through supporting one another to ensure the company improves its productivity. However, not in all cases that the application of total quality management ends up successful. Severally, some companies have reported failure of total quality management approach (Mukherjee, 2006). For instance, if a company had a weak culture from the beginning it would always be hard for this system to change that culture within a short time. A bad company culture remains in the minds of the company’s stakeholders, for a very long period. Even if the company may change, the stakeholders do not admit the change as they believe in what they experienced in the past. Another aspect that may result to a failure is lack of support and commitment from the leaders. It would be hard for the employees to bring change through this system without the help of the top management. The practices of total qual ity management require the contribution of every individual in the company. When a company is offering poor quality services, there is a great cost of customer dissatisfaction and loss of business . When on the other hand is fighting to achieve good quality services there is a cost to be incurred like prevention costs. These are the costs that Marriott and other companies have incurred in the process of preventing the occurrence of poor quality services in the company. These processes include maintaining records and data, as well as the cost of training the employees when setting them ready to handle the challenges. Another type of cost is appraisal costs that are incurred by the company in its efforts of uncovering defects. Another type of cost is internal failure cost, a cost that incurs within the premises, and is realized before the service or the product reaches the customer . All these costs are associated with the efforts of the company to avoid offering poor quality services or products. These costs are considered less expensive than the cost of offering poor quality services or products. Marriott hotel international has made efforts to incur such costs, than to allow poor quality services that would limit its continuity in the market. Through this, this company has continued pleasing its customers through quality services. Criticism of Total Quality Management approaches to tourism As much as total quality management is useful to various organizations, it faces several criticisms. To begin with, the total quality system is not directly related to the general organizational strategy. The decisions that are made by the organization concerning total quality management are not connected to finances or other marketing approaches (Mukherjee, 2006). It is argued that quality issues should be part of functional side, and should not be treated as a separate entity. Another important factor that total quality management lacks is a clear planning for its impleme ntation, which should indicate the goals and objectives, and how they should be achieved. Moreover, the TQM consists of unrealistic goals due to lack of managerial skills because of failure to train employees about the total quality management philosophy. The employees should be fully equipped with knowledge of TQM philosophy. Conclusion In conclusion, the Marriott hotel international has benefitted much from the application of total quality management. Just like any other hospitality industry, total quality management is important due to the competition of the customers . There is an increased number of hotels offering hospitality services globally, thus for a hotel to retain its customers and attract more should offer quality services. The shortcomings of this system are outweighed by its advantages, and so its application to any organization is of benefit. The teamwork of the management team and all levels of employers can work best for this system. For the employees to adhere to the system, they require much support from the top management. Bibliography Bank, J, (2002), Essence of Management series, New York, Prentice Hall. Books LIc, (2010), Marriott International: Islamabad Marriott Hotel International, New York, General Books LLC. Clarke, A, (2007), International hospitality management: concepts and cases, London, Butterworth-Heinemann. Hakes, C, (2004), Total quality management: the key to business improvement,  Michigan, Springer. Mukherjee, PN, (2006), Total Quality Management, New York, PHI Learning Pvt, Ltd. This report on Marriott Hotel International Total Quality Management was written and submitted by user Quinn I. 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.

DNA In Forensic Science Essays

DNA In Forensic Science Essays DNA In Forensic Science Essay DNA In Forensic Science Essay Over the years, many different advances in technology have made the use of DNA in forensic science possible. In the past twenty years specifically, there have been many extraordinary discoveries In the fields of science that have led to the advancement of procedures in forensics. Before DNA testing, the most accurate way of identifying people was to match the blood types of suspects with blood found at the scene of the crime. Considering the lack of variability of this procedure, it is no surprise Just how important the use of DNA in forensics has become. The evolution of applying DNA jesting to forensics can be traced by looking at Polymerase Chain Reactions, DNA Fingerprinting and the Innocence Project. For Instance, the history behind how DNA became a reliable tool In forensics goes all the way back to when DNA was first discovered. In the year 1869, a German chemist named Frederica Miseries first discovered DNA, which he called nucleic acid Monsoon, 2013). However, it wasnt until 1953 that biologists were finally convinced by Alfred Hershey and Martha Chase of Donas importance as the genetic material in organisms (2013). One year later, James Watson and Francis Crick deduced the Truckee of the DNA molecule. They proposed that It Is a double helix with complementary nucleotide sequences (2013). Nonetheless, the most critical development in working towards using DNA in forensics was when Kara Mulls created the Polymerase Chain Reaction in 1983 (2013). Furthermore, the Polymerase Chain Reaction, or PC, was the breaking point for using DNA in forensic science. PC is a process that allows extremely small samples of DNA to become useful. This Is done by taking a double stranded DNA fragment and making It Into two single stranded fragments. These two single stranded reagents are then copied, which creates two double stranded DNA fragments. This procedure is then repeated until there is enough DNA for analysis (2013). PC is so powerful that a single hair will do (2013). Consequently, PC could not truly be applied in forensics until DNA Fingerprinting was developed (Dale, Greenshank, rooks, 2006). DNA Fingerprinting was Invented by Aleck Jeffrey three years after Kara Mulls developed PC (2013). Like the fingerprints that came Into use by detectives and police labs during the sass, each person has a unique DNA fingerprint (Betsey, 994). DNA Fingerprinting is a process used in forensic science to identify people at a crime scene, and to tell how many people were present at the scene. This is done by exposing a DNA fragment to a radioactively tagged probe and any complementary strands that occur in the fragment will bind to the probe. The result Is a set of barded-Like lines that Is the DNA fingerprint (2013). It Is obvious how PC would come in handy in the DNA Fingerprinting process. If there is not enough DNA present for analysis, PC could be applied in order to create a useable sample from the DNA o that the DNA Fingerprinting can be applied (PC Introduction, 2009). These many advances made the start of the Innocence Project possible. Founded In 1 992 by the lawyers Barry Check and Peter Enfield (201 3), the Innocence Project Is an organization dedicated to exonerating wrongfully convicted future injustice (The Innocence Project). One case example is the case of Orlando Bouquet. He was convicted for attempted sexual battery and burglary on May 23rd, 2006 and was quickly released on August 22nd of the same year after DNA testing on the victims clothing proved that he was not the man who committed the crime (The Innocence Project). Another example is the conviction of Steven Barnes in 1989 for a murder he did not commit. He was convicted based on questionable eyewitness identifications and three types of forensic science that had not been validated. Nearly two decades later, DNA testing obtained by the Innocence Project proved his innocence and he walked away as a free man on November 25th, 2008 (The Innocence Project). The Innocence Project has freed hundreds of convicted people over the past ten years (2013). This Just goes to show how important DNA testing in forensics has truly become. PC Amplification, DNA Fingerprinting, and the Innocence Project are Just a few of the uses that have come from the numerous discoveries concerning DNA. The use of DNA in forensics would not be possible without the help of the people that made critical findings concerning DNA, the use of PC Amplification and DNA Fingerprinting, and it also served as the genesis of the Innocence Project. Thanks to the people that contributed to the discovery of DNA, its purpose, its structure, and its many uses, today there are several things that DNA is an essential part of. The development of PC Amplification was a dire step in using DNA as a key part of forensic science. DNA Fingerprinting is a more efficient, less expensive process that has become a very common tool in forensics, and the Innocence Project has become a pillar of the American criminal Justice system (2013). The advances in science and technology over the past twenty years have had a major impact on many diverse parts of society. The advancements of DNA research are particularly noteworthy. With the help of PC Amplification and DNA Fingerprinting, hundreds of men and omen that were wrongfully accused of a crime have been set free, and the true culprits have finally been put behind bars. It is astounding how far scientists have already come in their research, and it is mind-boggling to think about Just how far their discoveries have yet to go.

Philosophy Essay Example | Topics and Well Written Essays - 1750 words - 4

Philosophy - Essay Example nd analyzing distinguishes human beings from all other creatures including animals, beasts, birds and even latest devised calculation and computation machines. Renowned twentieth century philosopher Alan N. Turing (1950) is of the opinion that digital computation systems render the lengthy and exhausting computation and calculation services far quicker than human brains, and thus they could challenge and surpass human brains in computation performance, even though these machines are unable to make analysis and draw out tangible measurements attributed to humans. The present paper aims to examine the fact, in the light of theoretical frameworks presented by Rene Descartes and A. M. Turing, that whether human made machines, digital computers, robots and androids have obtained the same level of thinking and reason in this era of technological revolution that is attributed and confined to human brain only or human brain certainly outclasses digital computers on the foundation of unique r easoning and deep thoughtfulness which the latest digital computers are unable to observe. The analyses will also be made in the light of Philip Dick’s novel  Do Androids Dream of Electric Sheep for accept of reject the hypothesis articulated by Turing (1950). Nature has blessed human beings with splendid mental capabilities, which have been turned out to be highly supportive for the establishment of their superiority over the fish of the water, beast of the jungle, pet of urban life and the bird of the sky. Hence, man keeps dominance over almost all creatures by dint of the innate mental characteristics and gifted intellect. Turing (1950) displays his reservations regarding the fast pace of developments being made in the world of technology, which not only have given birth to countless inventions and discoveries, but continuous sequence of these inventions may supersede human intellect as well. By this, according to him, people could rely upon machinery even for entering into

Project management week5 Essay Example | Topics and Well Written Essays - 500 words

Project management week5 - Essay Example Strategies specially tailored should be used by the manager. Technology contribution to project communication- different companies uses different communication in terms of technology. Technology should be chosen appropriately to effectively manage the project communication (Taylor, 2013, p. 27). Effective meetings- this is in terms of establishing rules, using communication models, media appropriation and relevant presentation methods. These are important factors for successful information of communication. Project audiences- the audiences for project meetings are the project team, the stakeholders, employees and vendors. The vendors are external audiences who are contacts of the team providing valuable information on merchandise prices. The project team is made of relevant people who are assigned to work on the project, obtaining necessary information from relevant sources like the management, employees, clients, shareholders who need the project to satisfy certain qualities for it to satisfy the essence of a good project. The management plays an important role in information flow between the project development team and the management itself, which communicates the important factors to be incorporated into the project plan. Project information-Approved information is the only thing that can be shared with the audiences. This information is inclusive of budget requests, project deliveries, change requests and relevant documents. Project status- this includes factors like completed milestones, summaries drafted, major accomplishments attributed to the project, current performances of the budget, that have been scheduled and any factors that pose risks. Project team- these are the individuals allocated to draft the project; they need to know every single detail pertaining to the project. They still have to be provided with procedures that direct them in the expenses, escalating issues and time off. They also need to

Factors Affecting Motivation of Employees

Factors Affecting Motivation of Employees Many people are currently working in call centres and much more are expected to work in them in the near future. Motivation of these call centre employees is of utmost importance so as to refrain them from leaving their work. Purpose: The purpose of this dissertation is to dredge out the factors that affect the motivation of the employees working in call centres and to contribute to research in the area of motivation among call centre employees. Method: The method that will be used is through questionnaires, where employees will be able to complete a set of questions which will specifically address the subject of Motivation amongst the workers. Benefits of the study: This study will be of great benefit as it responds to the call for more investigation into the factors that de-motivate call centre workers to perform. It will further be of importance to call centre managers who, through considering this study will be able to rethink their approaches to productivity, particularly on how they could better motivate their staff to achieve higher output. Almost all consumers have had experience with call centres (Anton, 2000; Dean, 2002). Why are they essential? Call centres are strategically important to many organisations because they are often the major customer interface, and they can provide a service-based competitive edge using high volume, low cost delivery via telephones (Callaghan and Thompson, 2001). Call centres are a growing part of the service industry in many countries and a substantial amount of call centre jobs have been created in this sector in recent years (Baumgartner, Good, Udris, 2002; Holman, 2003; Moltzen Van Dick, 2002; Wegge, Van Dick, Fisher, West, Dawson, 2006). Researchers already recognised that service work, that is, work in call centres was stressful according to a study carried out by Donovan in 1920. The conflicting demands for both quality and quantity, and the emotional nature of customer interactions all contribute to the strain that call centre workers experience (Varca, 2006). Moreover, scho lars have shown that call centre workers are under great pressure to meet their productivity goals at the same time as delivering quality customer service (Deery et al., 2002; Kinnie et al., 2000; Singh, 2000). As a result, call centre work carries with it high levels of employee stress. Consequently, the call centre employees need to be constantly motivated so as they demonstrate keenness and enthusiasm for their work. Motivation is simply the process of arousing and sustaining goal-directed behavior (Nelson Quick, 1997). One of the managers primary tasks is to motivate people in the organization to perform at high levels (Moorhead Griffin, 1992). The Hawthorne Studies conducted by Elton Mayo from 1927 to 1932 showed that views of how managers behave were a vital aspect of motivation and improved performance. This study brought to light the fact that peoples psychological and social needs have to be taken into account to make them feel important and thus motivate them to work. In addition, the work of Maslow in 1943 provided a major impetus to employee motivation since he put forward a theoretical framework of individual personality development and motivation based on a hierarchy of human needs. Likewise, Herzberg and McGregor also developed theories of motivation . Herzberg was of view that to motivate workers to give their best, proper attention must be given to a different set of factors, the motivation or growth factors. Additionally, McGregor argued that the style of management adopted is a function of the managers attitudes towards human nature and behaviour at work. He put forward two suppositions called Theory X and Theory Y which are based on popular assumptions about work and people. The ingredients of motivation lie within the employees themselves. So, managers should have the knack to motivate their de-motivated employees since, as mentioned above, employees at call centres face a lot of ordeals. Moreover, organizations are made of their individual members. The individual is a central feature in any workplace whether acting isolation or in a group, in response to the expectations of the organization. Where the needs of the individual and the demands of the organisation are incompatible, it can result in frustration and conflict. So, managers have as main aim to keep the motivation of their employees at a high level so as to achieve desired results and performance. PROBLEM STATEMENT Call centres are facing a major problem these days, namely absenteeism which can have a large impact service quality. Due to this problem, there is fewer staff to handle customer interactions, wait queues tend to swell and call centre employees are under high work pressure. This tends to impact directly on their morale and similar behaviour may be fostered in those left to carry the can. Call centre work is very monotonous due to highly repetitive nature of the job. Thus, call centres run the risk of the employees easily losing enthusiasm and becoming demoralised. Moreover, call centres provide limited career opportunities and they risk losing their best people if they cannot provide adequate career prospects. Talented employees lose interest in their work; they become de-motivated and stop working towards the high standards they set up before. Additionally, call centre employees have to work in night shifts which pose a problem to them. Employees, mainly the female staff fear workin g at night for security reasons. Social life is almost inexistent for them, since they work all the time. They also face problems such as inconvenient postures due to computer work and high noise level. It can thus be deduced that the work of these persons is not so simple and very demanding. AIMS AND OBJECTIVES This study has as aims to determine the factors which affect the motivation of call centre employees. Its objectives are to acknowledge the problems faced by call centre staff so that the managers of call centres take necessary incentives to motivate their staff. This will help create a better working environment in which each employee will thrive. Besides, this study will benefit to the learning population who may be doing research on this particular topic. METHODOLOGY There are two types of data that can be collected, namely primary data or secondary data. Secondary data is data which exists already and which has been produced by some other person. It is known as secondary research because the person using it is the secondary user of the data. Primary data, on the other hand, refers to the process of generating and collecting original data from the intended operation for an organisation. It is the organisation which determines precisely and accurately what information is needed and from whom it is needed. It then sets about acquiring the data. Primary data sources are obtained by using one or more of the following techniques such as observation, surveys, experiments and questionnaires. To proceed with the study, primary data will be used, namely questionnaires. A questionnaire is a tool used by to deliver questions to respondents and then noting down their answers. Three types of information can be collected while using questionnaires. Fact: data such as demographic information, age, gender and so on. Opinion: beliefs, attitudes, feelings and knowledge. Motive: knowing peoples reasons for a particular belief or action. Questionnaires will be used since they will help to compare results as all the employees of call centres will be asked the same set of questions logically related to the problem under study, that is, factors affecting motivation. Thus, their responses can be added meaningfully. At around 150 questionnaires will be distributed to the employees. Firstly, the method of sampling used will be convenience sampling. Convenience sampling will enable me to give the questionnaires to any person whom I know, who will in turn give them to other colleagues to be filled in. Cluster sampling will also help me distribute the questionnaires. This consists of drawing up a list of clusters that together comprise the whole population and then selecting a sample of clusters (by using simple random sampling). The call centre employee population is conveniently divided into groups. For example, there are employees doing morning shifts and those doing night shifts. So, questionnaires will be given to these two groups accordingly. BENEFITS OF THE RESEARCH There are several benefits of the research. Firstly, this research may be used as a tool for managers to motivate their staff. Managers, as well as employers, will get a glimpse of the factors affecting the performance of the employees and through this; they will be able to implement several measures to encourage them to work. For example, it could be found that employees value getting access to training and development programs (Shah and Bandi, 2003). Having access to vocational training is perceived as a real job enrichment and benefit, so the organisation would highly benefit from it. Furthermore, through this study, the employment rate could increase. Since managers would be aware of how to attract and motivate their staff, more and more persons would be eager to join the call centre industry. As a result, the rate of unemployment will decrease, hence benefiting to the Government and the society as well. Amongst these target audiences, that is the managers and the Government, the re is also the learning population which will get benefit from it. Students may use this study as a means to acquire more knowledge on call centre industry or even use the data to carry on with their projects. While conducting the research, several direct and indirect costs need to be taken into account. Expenses such as printing and photocopying of questionnaires and transport need to be catered for. Moreover, a budget is also being allowed for unexpected expenses which may crop up in the course of the research.

Gulliver’s Travels is a series of four books about Lemuel Gulliver, a surgeon who has a group of adventures in four different areas

Gulliver's Travels is a series of four books about Lemuel Gulliver, a surgeon who has a group of adventures in four different areas. These adventures help him form a new outlook on humanity and society. The author of the book, Jonathan Swift, expresses his opinions about his society by satirizing the societies that Gulliver visits to suit his own. The task at hand is to compare and contrast Book one and Book four of Gulliver's Travels. I will compare and contrast this book in terms of setting, character, theme and plot. One more important factor to consider is the satires that were made in each of these books; as well as, Gulliver's mood in each and how his adventures affected him. The first point of comparison and contrast is the plot. In Book One, we see that Gulliver is the surgeon of a ship called the Antelope. The ship that he is in goes into a terrible storm where twelve of the crewmembers die. Gulliver and the remaining crew members board a rowboat to escape the wrecked ship. The rowboat then turns over and Gulliver has t o swim to shore in order to survive. He falls asleep on the shore and when he wakes up from his slumber he finds himself tied down. Gulliver gets introduced to the Lilliputians where he is welcomed by them later on in the book. He is taken to the Emperor and the Emperor was really entertained by Gulliver. After a long time in Lilliput, he is used as a ‘national resource' for Lilliput, used in the wars against Blefuscu. The war that was on between the Lilliputians and the Blesucuns was about the different ways of cracking eggs which is really a useless matter to argue over. Finally, Gulliver is accused for treason because he put out a fire in the queen's apartment with his urine. He would be shot ion the eyes but he convinces the Emperor to allow him to leave and the Emperor agrees. He goes to Belfuscu where he gets on a canoe and goes home. In Book Four, Gulliver is captain of a ship where his crew conspires against him and take him prisoner because they want to be the pirates of the seven seas. They drop Gulliver on a rowboat where he manages to row to an island. He decides to look for inhabitants or humans where instead he finds horses that treat humans like trash and only use them like slaves. He befriends a horse (they call themselves Houyhnhms) where he discusses his society to him and describes a lot of the characteristics of humans or yahoos in their language. The second point that should be mentioned in the comparison between Book One and Book Four is Gulliver's character in each of the books. In the actual books, Gulliver is a surgeon and the purpose of this is that surgeons, in general, are respected and trusted for the decisions that they have to make in the operating rooms; Swift makes Gulliver a surgeon so that he would be an expert in note taking and that he can make us believe and trust Gulliver. In the first book, we see Gulliver as a person who is just criticizing the government of the Lilliputians, and all he is doing is expressing his opinion. In Book Four, we see that Gulliver is an unreliable narrator as his views are extremely tedious and that the arguments that he makes about humanity are unfair and unjust. Heading back to book one, we saw that Gulliver was a peaceful man that made excellent critics of his the government of the Lilliputians. Through the books and leading all the way to Book Four, we realize his violent and aggressive nature, adding to the mistrust that we have for him. In Book One, Gulliver's violent nature was unnoticeable as the book was focused on the government and the living system of the Lilliputians. Gulliver's name suggests the word gullible; he does realize the ways in which he is being used in the books. In Book 1, Book Two, he is being exploited in terms of acts and behaviour. He had to fight a war that was between the Belfuscuns and the Lilliputians. In Book Four, we realize his gullibility by the exploitation of knowledge that does happen. This element of exploitation is obvious in the book as in the first few books it is in terms of material acts and items while in the last book it is the terms of the knowledge gained by the Houyhnhms. The last element in the character of Gulliver is the misanthropy that he develops at the end of the book. The cause of this misanthropy is view at the Yahoos in the island of the Houyhnhms. He couldn't stand Yahoos, even his own family, that he bought himself a horse and talked to him at the very end, â€Å"As soon as I entered the house, my wife took me in her arms, and kissed me, at which, having not been used to the touch of that odious animal. . The term odious that he describes his wife with shows how much he could not stand his own wife which is quite depressing really. He really wanted to stay with the Houyhnhms at the island. This contradicts the part in the first book where he wondered if he would ever see his family again and his children. Gulliver's character was deeply alte red through his travels, but mainly altered in the final book where he developed his misanthropy and the hate of the humans of the world, at the very end, he bought himself a horse that he talked to instead of his family and the friends that he might have had.

A Mother’s Day Kiss-off; Critique Essay

â€Å"A Mother’s Day Kiss-off† was written by Leslie Bennetts to change the male view of everyday mothers. Bennetts wrote this because she has witnessed and studied these events. She wrote that mothers should not just be praised on one day a year versus the 365 days that she is doing it alone, well mostly. Not only is this problematic for the child but for the parents relationship as well. She wanted to make clear that women’s roles in parenting have been changing for several years now. They should be closely reviewed before assuming the roles will stay the same as they may have been in the past. Male parents too often expect mothers to maintain a household, work full time and take care of the children. Little do they understand the roles should take over for both parents not just one. Many mothers find their careers to be put on hold because they cannot go to school on top of everything else. This leads to disputes between income needs and family needs. This is commonly a call for divorce and other family members fear in anger that it could end a marriage. Father’s should want to take on family roles as the mother does. While most mothers make sure the needs of the child are fulfilled most fathers do not pay mind to things like; doctor visits, school sicknesses and playdates. They just expect a clean house, a warm meal, and a well maintained child. Mom’s are expected to drop everything including their jobs to take after the child, meaning having to leave work or be late to work, or having to stay home with a sick child. It all means the same, it’s not necessarily tradition of housewives but the role of mothers has simply changed. Too many families are failing to realize this drastic life style change that Bennett’s encounters. If roles were to ever switch fathers would understand the financial and emotional needs of a child, piled on to a full time job. One day Leslie hopes this will be an eye-opener for the opposing parent. Most mothers will continue to stay faithful to this lifestyle while others rush to find a way out. For some this role will change and others it will remain the same. Bennetts writes this article in hope that the father figure and other family members will  arrange changes in a life style to accommodate the mother, in my family this did not happen. In response to this article, I have a personal view of this very problem. My father expected my mom to clean and cook and do household chores, but also to work full time and take care of me. My dad drove truck so he wasn’t home often enough to see what my mother went through. He stayed within tradition like he thought it should be. This happens a lot and not just my family but many American families like my own. I do think she had a purpose to change a father’s lifestyle point of view, but not to change the person themselves. I agree that the roles have changed but for some families in the opposing argument, do not like the role switch and will continue in tradition to their previous generations. Bennetts is blind to the idea that some American housewives enjoy their lifestyle, not all families and mothers are miserable playing this role. She may assume so but it’s not a subject you can just assume upon, it is a serious issue that needs facts, not biased information written out of fear or anger. The family I was raised in relied on the father to take care of financial needs and the mother to take care of social and emotional needs of the family and the child. Some families are dependent on one income and cannot afford to make a change. Other families do not want to change and enjoy their outdated lifestyle.