Interdependence and Independence Essay Example | Topics and Well Written Essays - 500 words

Interdependence and Independence - Essay Example 201). In support of the observations, people are, in the modern times, learning about becoming independent. People no longer wish to share their concerns with others. This is because they tend to create social security for their private matters. Culture is fading away slowly and gradually, it does not significantly affect the decisions made by the people. For instance, if someone has issues with their spouse, culture would dictate that they continue living together. This should not be the case as people have the right to make their own independent decisions. An individual’s needs are more important than the community’s needs. People are more important than their communities are. The community regulates the rules and regulations that involve assisting one another. The rules advocate for community coexistence, getting it wrong. People in the community should push for what is beneficial to their lives. A person cannot seek for the rights of the community at the expense of their own benefit. I will raise my children differently from the way I was raised. It is important to appreciate and respect their efforts and decisions. There is need to encourage them to become independent thinkers. This is because they must be accountable for their own decisions and actions. Parents should only provide their children with guidance, in order to have them make the right choices in life. Through independence, individuals are able to understand themselves. They realize their uniqueness and acquire the ability for self-development. Independence affects the personality of an individual positively because they act without other people’s influence. People are able to keep their thoughts and feelings as secrets, increasing their internal activity. Independence gives an individual a sense of control over their lives. It is important to listen to parents whenever they give

Lessons the World Learned in Regards to Critical Infrastructure Due To Essay

Lessons the World Learned in Regards to Critical Infrastructure Due To Sasser - Essay Example This paper illustrates that Sasser spread very rapidly. Sasser surfaced on the internet on April 30th and it had infected 500,000 by May 1st and 700,000 by May 2. Security professionals were fast to respond and a free Sasser disinfection tool was posted by Microsoft on May 2. Nearly 1.5 million copies of the tool were downloaded within 48 hours. People were shocked to know that a computer virus could cause such a physical reaction. For the layman, this was something new and more importantly unbelievable. Most people after the Sasser virus lost trust in the security of Windows XP. Jaschan’s punishment did not fit his crime. He had caused massive damage worldwide and had caused financial losses to big corporations apart from affecting home users. Even though he created virus when he was a minor, he had released the virus on his 18th birthday. Hence, he must have been tried as an adult and not a minor. The intent behind creating the virus is not clear but it is assumed that he cr eated the virus with the intention of getting more business to his mother who ran a computer consultant company.

Impact of Recession on Banking and Housing Industries

Impact of Recession on Banking and Housing Industries In late 2000s financial market collapse and the resulting, global recession have left an urgent need for knowledge and research about unemployment-financial markets, poverty and much more. It will be expected from the social scientist to examine the reasons and causes of the crisis, the resulting economic and social trouble, and solid solution. It is very important to look back in the previous recessions-to find out what happen, what policy can be learned from the past, and how can we avoid some of the worst results of the past. This is very challenging research, but we are not definitely exploring it from the start There are some other issues like people happiness and wellbeing stable life, we can also think about it (which were not actually on the researcher parameters in the previous recessions but have drawn a noticeable attention in recent years. This survey will provide a broad overlook of finding social and finical research on impact of recession on housing industry and banking industry, its causes, consequences and immediate policiesIts aim to be of what we already know and what we need to know about it. It is very important to find and answers for the future prosperity Theory of economic suggest that how recession can lead towards the vulnerable financial conditions of any sector and it can triggered or worsen the conditions A case study on the impact of recession on the banking as well as housing industries and how it affected the UK economic market Rationale Theory of economy suggest that when economy goes through different cycles and call decreasing gross national product(GDP) of the country is called recession, but in terms of economic recession many expert consider that significant decline in the economic progress throughout the country. Global recession is the period when global economy is slowdown. It is very difficult to defining a global recession because it is expected from the developing countries that have a higher GDP than developed countries. This case study is about a UK business market and its adverse result on the UK economy. Recession is not a new thing in 21st century, UK already have seen an adverse result in late 70s and 1990sRecession had fatal effect on all over the world. But researcher thinks that developed countries are more affected than developing countries. In 2010, the government officially announced that recession is over. Should we accept it now? Is it true? Or it is simply a made-up story? It is particular believe that recession started in Dec 2007 in US and spread out globallyBritain is a most affected country by recession. In late 2000s recession, the financial market collapse and it had a worse impact on jobs, on people lives and on business. This recession was very cruel on many sector of economy, financial institutions. Britain has now in recession for over a three years and. the British economy was officially announced to be in recession January 2008. In present time banks operate almost every business. Because of their wrong strategic plan, modern world has seen the worst economical disaster. Unregulated financial activity created valueless economical boom. But in final stage they paid the big price for it. Investor lost millions. People lost their savings. Some critic says, because of greedy bankers, working class people facing the bad situations. Even ex-prime minister Mr Brown supported critics statement. He said, because of some greedy bankers we have been passing through the most drastic situation Banks are the finance provider to the other sectors to the growth of economy. This late 2000,s recession worsen the condition .mortgage rate was high they cut back loans and redundant people. The problem was clear in late 2000s recession when the international investors and domestic holders withdrawing their deposits and banks were cutting back loans. It was really hard for the client to find out a good mortgage deals. In economical crises, property market is the most effected sector. It started in the USA in mid 2007. Property market mainly gets support from bank. But in financial crises, banks and mortgage firms was facing the significant problem. Therefore it was very hard for buyers to find a suitable property for buying. We would take a look at what were the changes that were made with the finanical downturn and what attempts were made to survive in the business world. We would also look through the critical and analytical point of view that how we will be able to come out from this scenario? 4 Literature review. This dissertation will also discuses the financial crisis in UK and what is the economic condition now? It will also highlight what are the main causes and what are the affect of 2000s recession? AS we know that recession could cause crises theory, currency crisis and financial crisis. Recession affects are very disastrous it could be a reason of bankruptcies, unemployment, credit crunch or foreclosure. In this dissertation a researcher would like to throw a light on two big giant sectors that is housing sector and banking sector. These two sectors rely on each other and late 2000s recession badly affected them. Housing market The painful drop in economic output and continuously rise in the unemployment had bad affect on housing prices and demand for buying houses. There are two main causes of this sharp decline, unemployment .It also contributed to rise in repossession. The, lower financial output led to a big cut in interest rate. It lowered mortgage interest payments. Banks are struggling to raise finance and the result is insufficiency of mortgage credit. Banks were overcautious about lending money and it is caused a shortage of buyers . It is noticeable that lower mortgage rate is attracting somehow but the financial companies have a big lost. They have to suffer for it. In gernal sense housing market is direct centre of crisis. Financial disaster was started in USA and spread out to UK .Three years ago when northern rock a mortgage bank was teetering on the edge, the financial authorities carried out keeping it a float with undeclared emergency lending. The main objection at that time came from the financial services authorities that a listed company should have to disclose the emergency lending to avoid misleading the business market. The economist (2009) in their journals identifies that commercial property values in central London are fallen by as much as 50% since the financial crises hit. It was in the news that Dubai was delaying repayments of some of it $60 billion (Â £36billion) in debt. The main purpose of this report was to unveil the dark side of the 2000s recession. When a giant overhang of the loans and it cause the economical disaster as well. Banking sector Banks are like a backbone of any prosperous country and the regulation of economic growth.2007- present; the financial crises are worsening the banking system. In the result many large financial insinuations are collapsed. Late 2000s recession is more like comprising with the 1930,s recession. Actually all the major economies are facing hardest time in economic growth in UK. In their report told that the governor of the bank of England Mervay king has warned that the UK is in a deep recession in 2009 and said rate cuts may no longer work Allen(1994) in his book financial crisis and recession in the global economy comments about recession and global economy in his chapter 1, 2 and 3.this research study is about 1982 world recession.1987 stock market crash Northern rock a British bank was one of the first victim of finical crisis. Northern rock requested a security to the bank of England. The investors were panic and bank run in September 2007.In February 2008 British government failed to find a buyer from a private sector and it was taken into the public hands. Northern rock bank proved initial stage problem. The companies affected those directly related to mortgage lending and home construction e.g. countrywide financial and Northern rock because they could not find financing through the credit market. In the result more than 100 lenders went bankrupt during December 2007-2008, another investor bank Bear Stearns collapsed in 2008 because of the fire sale to JP Morgan Chase. Financial crisis hit it peak in September and October 2008 Research Questions The dissertation will aim to find answers the following research questions through the analytical techniques and the data collections. What causes an economic recession? What are the effects of an economic recession on the financial sector? What is the current scenario and what is the future of financial sector state of UK? Some of the financial companies are not affected by recession? What are the strategies they adopted? What is the short term and long term strategies adopt by a business in the recent recession. Research Methodology The main objective of this analysis would be to examine the main cause of recession. The dissertations will discuses the economic condition of UK banks and housing market. It will also analyse that what are the strategies that have been adopted by the financial sector. For the research methodology it is important bringing in related knowledge towards the UK recession and its impact towards the financial sector. Negatively or positively from within the case study interviews to be given by some UK small medium enterpriser and multinational corporations, interviews will be of no less than hundred, these are the ones who are effected by recession regarding their loss of jobs and the status from their employment from the UK business sectors. Types of Data The main type of Data will be collected for this purpose of this report is as follows. Primary Data Primary data is the information which is collected by the researcher from his own primary data and analysis. This could be questionnaire-interviews observation, case study or critical incident. The primary data, which is collected from the different source, could be either qualitative which looks at the explanation behind the given responses or quantitative which is in the form of numbers and which can represent in the form of a graph or table. Questionnaires A research question is a kind of survey where the information is collected with the intension of arriving at the different conclusions on an issue. This kind of survey will help the researcher to get impartial result and if required the researcher can predict an issue or advice changes. Question will be divided to the employees, managers of big financial companies of random banks, mortgage companies and the housing sector. The question will be targeting a most specific issue of the discussion and each response would be analyse against each other. Survey may be deal with a variety of media (paper-electronic-verbal). Different kind of method can be used internet, face to face, telephone and mails.. The population will be divvied in managers employees and customers. Interviews Interview will be held on the spot with the people of different sectors. It could be either on phone or face to face. When the respondent meets the interviewee over the phone or directly and answer some circumstantial questions relating to circumstantial issue. This kind of interviews is more advantageous since not only respondent can convey themselves and interview can ask to elucidate the answer. Secondary Data Secondary data is a information that is already available. This could be including books, reviews, press releases, newspaper, news bulletin or reports etc. Again secondary data collected could be either quantitative or qualitative. It depends on the source and type of the information collected. Sampling method Stratified sampling Stratified sampling is a method where the population are based on groups. For the dissertation purpose, we will divide the populations. Managers of the companies This will include managers who are in direct contact with financial departments, including policy and decisions makers. Staff This group direct to those who help apply the strategies or changes. their opinion is indispensible as they are indirectly related with the running of business The big advantage of stratified sampling is that question will be related to the details. The interviewer wants to be answered and there will be less chance that the respondent will simply guess an answer that theses interviewer are in position to give answer to the questions. Simple random sampling This is a method where a small group of samples are selected from a large group.. 4.Data analysis There are two major approaches to analysis the data and collect an information qualitative and quantitative research method. Sometime required information is already available require only be pull out. However, in the analysis sometime information must be collected. This kind of research will call back the second approach. The research needs to be collected and it is not already available. The research mainly relies on the primary data. The nature of the problem, which researcher will explore in this report is suitable for both research methods. The secondary data in this research will be gathered from, reports, and books journals-journals-internet websites-companies websites, articles and every other written source of data. As primary data will be collected through interviews and questions, then all of the collected data will be analysis to accomplish the objectives and aims of the dissertation Qualitative Research Technique Qualitative research means to know why, not the, how, which is collected by many methods like interviews, feedback, forms-emails. Qualitative research is used to understand how people feel and they think-depth interviews or group discussions are two common methods to use for collect qualitative information. Quantitative Research Technique Quantitative research technique where a research method depends less on interviews-questions, observations but it is more focused on the numerical data and statistic collection and analysis. Information collected from the financial sectors, banks, mortgage companies will be combined together and put into tables and graphical charts to view the opinion on different topics and to review overall responses. Limitations of the Study Validity and reliability Validity directs to the truthfulness and accuracy of the research. Research data may be mislead if a question will be misinterpreted or misunderstand. Reliability is a various statistical tests. There is another way to test the reliability is to ask a same question with different wording in the research survey. It will help to collect a right data. Data may be misleading if the interviewee gives a judgment instead of straight facts. Therefore respondent will be bound in many ways from freely expression views with the help of close ended questions. Interviewing It may b challenging to finding the right person at the right time. Because of the current economic condition. a financial sectors would be face with the different challenges and then an interview for an academic research could end up a long way wait. Confidentiality As the business market is very competitive and the fact is that bit information about the company can give a rise to the competitors, a company might not want to share data. Although a confidentiality agreement will be signed and disclaimer will be issued. Response times The response time to the questionnaire and interview setting mostly rely on how busy the management and staff are at the research time. This might make collection process more lengthy Recent external factors Economical changes have a direct impact on the financial sectors and therefore theses changes have impact on their staffs as well. It is possible that feed back could be more a response to the recent external changes and not because of the business to ensure employees are happy and content.

Ethics and Law in the Field of Counseling Essay -- Ethical, Profession

Ethics is the judgement and the moral actions used in interactions with cultures and society and its focus is on the client well-being. Ethics is defined by Remley and Herlihy (2010) in the counseling field as â€Å"professional behavioral and interactions† (p.4). Counselors do rely and are guide by Codes of Ethics. The role and relevance of the ethical principals, the ACA and AMHCA Code of Ethics are the base of the counseling profession. Without them this career would not have a guide on how the professionals should act and react professionally in all the different situations that are faced in this field. However, there are some cases that professionals have to rely on the Law. The Law is different from moral principles and Code of Ethics and its focus is on the legal perspective to protect the professional. The Law is defined by Remley and Herlihy (2010) as â€Å"general or specific regarding both what is required and what is allowed of individuals who from a governmental entity† (p.4). One major example is the Tarasoff and the Duty to Protect which is a law that was created after the case that happened with a university student, Tatiana Tarasoff and her boyfriend. Tarasoff’s parents sue the psychotherapists alleging that the professionals should have warned the student. Because of this case, the law raised a major concern that the confidentiality that professionals should follow according to the ACA and AMHCA Code of Ethics has to be broken when there is an issue that can affect a third party in the situation. Like the AMHCA refers to confidentiality as â€Å"a rig ht granted to all clients of mental health counseling services. From the onset of the counseling relationship, mental health counselors inform clients of these rights inclu... .... Also following a guideline pointed by Saddler (1986 -retrive from Forester-Miller, H., & Davis, T., 1996) counselors should apply the three test in their practice. The test of justice which determines if you would treat others the same in this situation, the publicity test, if you would want your behavior to be known and reported to the public, and the test of universality to ask yourself if you would administer the same action to another counselor in the same situation. With that in mind the professional has to believe that after all of this is achieved the professional is capable to perform the career with an outstanding background and knowledge on how and when to act and perform the social and personal changes that relies on the profession and always having in mind what is more beneficial to the patient in resolving and responding to their ethical conflicts.

A Personalised Induction Will Always Be More Effective. Discuss

Essay 2 A Personalised induction will always be more effective. Discuss (Word count = 2198) Introduction In this essay I will describe what a personal induction is and how it is composed then discuss the reasoning behind why they may be more effective for clients seeking change via hypnosis rather than using standard generic inductions. I will also look at some of the potential issues surrounding personal inductions before drawing a conclusion. But first we need to look in a bit more detail as to how they work and why they may be helpful in helping the client achieve their aim. It is has been stated that when we communicate with people only 7% of the communication is made up from the words we speak and the remaining 93% is made up of the tone and volume of the words (38%) and our body language (55%) (Chrysalis, Module 2). Although commonly quoted these figures are in fact quoted out of context from the original two limited experiments undertaken by Albert Mehrabian et al in 1967. If this were so then we should be able to understand someone communicating with us in a language we do not speak, which is not the case. However the three elements do pay a role in how we communicate with each other just not in the ratio outlined. As we know people are complex individuals. We view, make sense of and interact with the world around us all in slightly different ways. These differences are due to a number of internal and external processes that occur from the moment we enter the world and continue to develop, hopefully, until we leave it. External information from our environment reaches our brains via our 5 main senses, or sensual modalities. These are visual (sight), audio (hearing), kinaesthetic (feeling), olfactory (smell) and Gustatory (taste). This inflow of information from the five modalities is in turn monitored and filtered by the brain, most likely by our subconscious mind due to the volume of input, and anything that requires our attention is flagged up to the conscious mind so that we can take the necessary action/non-action required. I use the term non-action here to distinguish between something the subconscious mind views and flags as a threat that requires immediate action and something that on reassessed by the conscious mind, overridden no action required (e. g. being surprised by your son with a rubber snake! ). â€Å"The Psychology of Personal Constructs† (Kelly 1955), a theory of how personalities develop, describes how we may interpret reality through an internalised process called â€Å"constructs†, these are units of interpretation which serve as templates, or filters, for how we look at, and make sense of the world and how we can use these to predict future events. Some of these constructs may very well be intrinsic and hard wired into our subconscious from birth, like a fear of snakes or of heights which could be construed as common sense phobias and linked to our natural survival instincts. However most of the constructs that we use to make sense and judge the things around us, and our reactions to it, are developed over time as we learn to interact with our environment, and by our own experimentation, living in it. These internal constructs are shaped by external influences, our cultural up bringing, our language and by our past experiences. For example I have a fear (Not really a phobia! ) of going to the dentist, this is based on my early experiences as a child, before the introduction of the high speed drills and latest anaesthetics, being told it would not hurt. Then realising, during the actual procedure, I had been lied to and it did! It is these internal constructs, our likes and dislikes, our internal generalized assumptions and our prejudices, which develop differently within us over time so that each individual construes reality differently, even when placed in the same objective circumstances, that generate our view of the individual personality. Use of Modalities in Personalised Inductions Of the five sensual modalities mentioned earlier there are considered three main modalities (visual, auditory and kinaesthetic) and two subsidiary ones (olfactory and gustatory) and it is the three main modalities that are used for personalised inductions. Within the three main modalities each person will have one that is dominant or preferred and each individual’s preferred modality can be ascertained by careful, inconspicuous, observation and questioning of the client by the therapist during the sessions, taking note of the way they dress, the language they use (words and tone), their body language (the way they breath, their postures and gestures) and the work and pastimes they undertake. The inductions are constructed using wording and phrases that fit with the clients preferred modality. Some General Attributes of the Modalities 1. Visual People with a preference for this modality have good imaginations that allow them to fantasize and daydream whilst suspending the analytical/critical element of their mind. They like things to look nice, and be involved in things that involve seeing like art, photography, drawing, or films. They may like bright colours and be observant and creative. Clues that can be found in their choice of words are; look, see, appear, focus, imagine, references to bright colours or neatness. In phrases such as; â€Å"I see what you mean†, looks good to me†, It just goes to show†, â€Å"paint a picture†. They tend to speak faster as they think in images and pictures and in a high clear tone using shallow breathing. They hold their bodies upright and may have a thinner body type. 2. Auditory Auditory people listen internally to sounds and music, they are more logical in their thinking and tend to absorb sounds rather than sights around them. They are sensitive to any noise that is obtrusive to them and are unable to concentrate if sounds around them were not to their liking. They prefer work and pastimes that involve hearing, words or listening. Their choice of words may be; listen, hear, sound, say, discuss. In phrases such as; â€Å"I’m all ears†, â€Å"that sounds good†, â€Å"loud and clear†. They tend to speak in a melodious tone and at a pace between the visual and kinaesthetic person. Their breathing tends even to be centred in the middle of the chest They are good listeners and often will put their head to one side as they listen. 3. Kinaesthetic Kinaesthetic people tend to be empathetic. They are the ones who can â€Å"feel† a person’s emotions and can tune into moods quickly. Even if the person is displaying a smile a kinaesthetic person will be able to â€Å"feel† the hidden emotion if the smile is false. They tend to touch everything and will gladly ignore clutter if the place â€Å"feels† right as they simply don’t see it. Their choice of words may be; touch, solid, grasp, hard, cool, move In phrases such as; â€Å"I know how you feel†, â€Å"kick some ideas around†, â€Å"put you finger on it†. They may speak in a soft low tone with pauses in their speech. They may breathe deeply from their abdomens. They tend to have rounded shoulders and a more relaxed body posture. These are the three main modalities (Chrysalis, Psychotherapeutic Counselling, Year 1, and Module 2). However as the process of personality development is a dynamic one so the preferred modality will change over time. Especially where any therapeutic elements are engaged. Further Dimensions in Personalising Inductions There are four further dimensions which enhance the personalised induction. These are Permissive and Authoritarian inductions direct and indirect suggestions used within the inductions. Permissive Inductions These inductions are nurturing and non-judgemental in style and they are constructed so that the client has some control of the hypnotic process. The words used are softer and more caring and leave the client choice in the actions asked by the therapist. The client and the therapist are treated as equal partners. Comments like; â€Å"you may like to close your eyes†, â€Å"you might like to move around a little† bracketed with â€Å"that’s OK to do so† so giving choice and permission to the client. The clients most responsive to this will be those who are more imaginative and creative and do not dispute changed states of reality or ideas or those who have undertaken a few sessions of hypnosis already. This style is successful on people who are reaching goals like improving their behaviour or their working conditions. Authoritarian inductions Authoritarian inductions by contrast are commanding and direct. Their purpose is to establish control over the client. This technique was used in the early days of hypnosis as it was considered that the hypnotist would have greater success this way and is the classic view that a lay person would have of a hypnotherapist today (Hypnosis for Change, Hadley & Staudacher, 2001). Comments will be more direct; â€Å"Close your eyes†, â€Å"you will listen to my voice†, â€Å"I want you to relax†. This induction is best used on people that respond to authoritarian figures or on people that are new to the hypnotic process and expect this style from the hypnotist. This style is more successful on those who are seeking a specific target, losing weight or giving up smoking for example. Direct and Indirect Suggestions Direct suggestions are an obvious command or instruction to the client during the induction, â€Å"Now Close you eyes† and an indirect suggestion is also aimed at achieving a result but contains no commands. It maybe that in a moment or two, whenever you are ready, your eyes may wish to close.. † The use of direct or indirect suggestions will depend on the type of therapy that is being undertaken. Therapists generally believe that the indirect suggestions hold greater sway as they overcome any client resistance, this is a process where the client blocks the hypnotic process due to some form of anxiety. Indirect suggestions lend them selves to permissive i nductions. Direct suggestions lend themselves to authoritarian inductions. So now that we have an overview of the elements that aid the construction of a personalised induction. So how can they be helpful? As each client is an individual they expect to be treated as such. The therapist needs to quickly build rapport between them to engender trust and by explaining that the induction being used is tailored to them specifically shows a commitment by the therapist to the client. The initial assessment of the client may not produce enough observational evidence to use a genuine personalised script at first, so a generic one may do. However over a few appointments it should be possible to produce one that fits the clients preferred modality by careful observation of the client’s speech patterns or by a simple test (see appendix B for an example of a simple modality test – Successful NLP, Lazarus, 2010) and permissive or authoritarian view (Chrysalis, Psychotherapeutic Counselling, Year 1, and Module 2 pg 18 Client Assessment). However this course of action may be a laborious undertaking for little return and the therapist may get caught up in the process of producing a perfectly personalise induction at the expense of treating the client. Compounding Modalities Personalised inductions do not lend them selves well to A way of overcoming the requirement to tailor inductions would be to employ what is termed a compound induction. This induction uses words and phrases covering all modalities so that it will feel â€Å"Right† to the client from the beginning. The only adjustment required would to make this either permissive or authoritarian. There are situations where personalised inductions may not add any value. They can’t be used for group sessions for weight loss or giving up smoking for example. You also can't use them for recorded scripts or distribute them for others and they take up a lot of time in their production. Another issue with focussing on personalised inductions, is that they could imply that one's preferences and modalities are fixed. This is not the case. You might meet me for an initial consultation, presume the client is primarilly visual and inclined to prefer an authoritarian approach. However, the following weeks events could mean that next time you meet – after you've prepared your personalised induction – it is not at all appropriate or ffective. Conclusion We use personalised inductions because people are individuals and deserve to be treated as such. However, it it precisely because we recognise that people are individuals and dynamically unique, that we should realise that the initial consultation can't tell us everything we ever need to know about them. A personalised induction which is not dynamic can presume too much and pidgeonhole someone from the start with the therapist losing sight of the actual person. To the detrement of the client as they become just part of the process. I believe that the initial use of compound inductions would be more benificial to the client/therapist relationship and if these did not prove successful for the induction to be made more personal. So it is not a matter of which induction is more effective but how the induction envolves to meet the needs of both the client and the therapist to achieve a satisfactory theraputic outcome. References 1. Chrysalis, Psychotherapeutic Counselling, Year, Module 2, 1-2 07/2010. 2. Hadley, J & Staudacher, C, Hypnosis for Change, New Age Books, New Delhi, 2001. 3. Kelly, George The psychology of personal constructs. New York: W. W. Norton & Company, Inc. 1955 4. Lazarus, Jeremy, 2010, Successful NLP, Crimson Publishing, Richmond, Surrey, 2010 5. Mehrabian, Albert and Morton Wiener, â€Å"Decoding of inconsistent communications,† Journal of Personality and Social Psychology 6:109-114, 1967 6. Mehrabian, Albert and Susan R. Ferris, â€Å"Inference of attitudes from nonverbal communication in two channels,† Journal of Consulting Psychology 31:248-252. 1967. Appendix A – Preferred Representational System Questionnaire For each of the following statements please place a score next to every phrase using the following: 3 = next best description of your preference 2 = next best description after 3 above of your preference 1 = least likely description of your preference 1. Generally I make important decisions based on: 1. a__ which way looks best to me. 2. b__ which way sounds best to me 3. d__ my gut level feelings, what feels best to me 2. During a heated debate I am most likely to be influenced by: 1. b__ peoples’ tone of voice . a__ whether or not I can see the other person’s point of view 3. d__ how I feel about the topic 3. During a meeting I like information to be presented 1. a__ in a way that is neat and tidy, with pictures and diagrams 2. d__ in a way I can grasp and/or I can get a hands-on experience 3. b__ in the form of conversation so that we can discuss and I can ask questions 4. My favorite hobbies and pastimes typically involve 1. b__ listening to music, the radio or talk ing with people 2. __ watching films and other visual arts 3. d__ doing sport activities and generally moving about 5. I tend to resolve problems by 1. a__ looking at the situation all the alternatives possibly using diagrams 2. b__ talking through the situation with friends or colleagues 3. d__ trusting my intuition and gut felings 6. When with my friends 1. a__ I enjoy watching how they interact and behave 2. d__ I need to hug them, or sit close to them, when speaking to them 3. b__ I enjoy talking to them . I prefer to learn a particular aspect of a sport or activity by 1. a__ watching how the teacher or coach does it 2. d__ having the teacher or coach adjust my body into the right position 3. b__ listening to explanations, discussing and asking questions 8. When at a presentation I am most interested by 1. b__ the tone of voice and the way the presenter speaks 2. a__ the visual aids used by the presenter 3. c__ the opportunity to get to grips with the content, perhaps by actuall y doing an activity |a |b |c | |1 | | | | |2 | | | | |3 | | | | |4 | | | | |5 | | | | |6 | | | | |7 | | | | |8 | | | | |total |Visual=XX |Auditory=XX |Kinaesthetic=XX

Organizational Focus and Goals Essay

The purpose of the Management Challenges and Concerns Report is to indicate the responsibilities of management and how to meet or exceed company goals. Some of the responsibilities of human resource management consist of providing employees with information on the company’s vision, goal, HIPPA privacy rights, and mission statement. In addition, employees receive information on safety rules, insurance benefits, compensation, employee relations, training, and orientation classes. These responsibilities are significant and require patience along with strong leaders. Human Resource Managers has to acquire a bachelor’s or master’s degree in management, management classes, and pass test. Also human resource management requires the following characteristics: positive, consistent, prompt, role model, team player, and strong leaders. Performance Management consist of appraisal system, driving appraisal process, evaluating employee performance, and performance counseling (Brewster & Soderstrom, 1994). Internal issues pertaining to employees consist of productivity, abiding by company rules, safety, passing training classes, and positive work ethics. Human Resource Management has rules and regulations in the company handbook to ensure consistency at work. These rules and regulations set the pace for a productive and professional workplace environment for employees and management. Internal issues may arise; however it is human resources job to insure the policies put in place are being effective and followed. Staying Connected with New Talent Another example and challenge that we seem to face being able to stay connected with the and young talent, numerous businesses have increased a presence in social media platforms. Many companies have established Facebook and LinkedIn accounts to connect with prospective employees; few of them have even created specific accounts to attract their young employees to  share their working experiences and how satisfied they are with their employers. For example they can share information about its internship programs, how the CEO’s mission and vision is viewed and keep informed on daily bulletins. Half of the population in the United States is younger than 30 years old and Human Resources managers need to be very cognizant of what the younger people want and need from a career in the workplace and how to attract these talent. Enticing Technical Talent and Generating Opportunities Although the country’s unemployed rate is still at 9.1%, the need for Information Technology work force like Electronic Engineers remains a shortage at many businesses. To appeal higher technical talent, various Human Resource recruiters are going back to school to search for these talents. It’s a challenge, but there’s resources out there that can be found and assist in bringing talent to an organization. References Bloomberg BNA: Talent Management Among Top Issues Facing HR Professionals in 2013 Brown, W., Yoshioka, C.F., & Munoz, P. (2004). Organizational mission as a core dimensionin employee retention. Journal of Park and Recreation Administration, 22 (2): 28-43. Brown, W., Yoshioka, C.F., & Munoz, P. (2004). Organizational mission as a core dimensionin employee retention. Journal of Park and Recreation Administration, 22 (2): 28-43. Brown, W., Yoshioka, C.F., & Munoz, P. (2004). Organizational mission as a core dimensionin employee retention. Journal of Park and Recreation Administration, 22 (2): 28-43. Ban, C., Drahnak-Faller, A. & Towers, M. (2003). Human resource challenges in humanservice and community development organizations: Recruitment and retention of professional staff. Review of Public Personnel Administration, 23 (2): 133-153 Ban, C., Drahnak-Faller, A. & Towers, M. (2003). Human resource challenges in humanservice and community development organizations: Recruitment and retention of professional staff. Review of Public Personnel Administration, 23 (2): 133-153 Brewer, G. A. & Selden, S. (1998). Whistleblowers in the federal civil service: New evidenceof the public service ethic. Journal of Public Administration Research and Theory,8 (3): 413-39. Brewer, G.A. & Selden, S. (1999). Job sculpting: The art of retaining your best people. Harvard Business Review, 144-152.Press the Escape key to close

Different from, Different to, Different than

Different from, Different to, Different than Different from, Different to, Different than Different from, Different to, Different than By Maeve Maddox We all have our pet grammar peeves, usages that, when we hear them, affect us like the sound of a fingernail against a chalkboard. Ill bet Im not the only one who shudders to hear sentences like these: A boxer is different than a Doberman. This car is different to that one. Yet, are these usages really incorrect? According to the entry for different from, different to, different than at Bartleby.com, These three have been usage items for many years. All are Standard and have long been so (different to is limited to British English, however), but only different from seems never to meet objections. Elements of Style weighs in against different than: Here logic supports established usage: one thing differs from another, hence, different from. Or, other than, unlike. From H.W. Fowler comes this pronouncement: That different can only be followed by from and not by to is a superstition. He points out that writers of all ages have used different to. He does not mention the use of different than. It would seem, then, that any of the three is acceptable. Nevertheless, the concluding advice at Bartleby.com agrees with my own: for Formal and Oratorical levels: stick with different from. Want to improve your English in five minutes a day? Get a subscription and start receiving our writing tips and exercises daily! Keep learning! Browse the Misused Words category, check our popular posts, or choose a related post below:Creative Writing 10150 Synonyms for â€Å"Idea†25 Idioms About Bread and Dessert

Dinosours essays

Dinosours essays Dinosaurs: How they became extinct something happened 65 million years ago, at the end of the cretaceous period, something so devastating that it altered the course of life on earth. It seems like it happened so sudden, as geological time goes, that almost all the dinosaurs living on earth disappeared. So how did these dominant creatures just die off? Was it a slow extinction, or did it happen all of the sudden? These questions bring rise to many different beliefs on how the dinosaurs disappeared over 65 million years ago. Extinction itself is easily defined: When the birth rate fails to keep up with the death rate, it is called extinction. But, the definition does not answer the question about the nature or the causes of extinction. Paleontologists generally divide extinction into two types. The first is called background extinction, isolated extinction of species due to a variety of causes. Included is depletion of resources in a habitat, change in climate, the eruption of a volca no, or the destruction of a forest or wetland habitat. The second type of extinction is called mass extinction. There are four main components involved: large number of species go extinct; many types of species go extinct; the effects must be global; and the effects must occur in a geologically short period of time. The dinosaur could not have lived forever. No creatures, no plants, no tiny bacteria are forever, not even Homo sapiens. Extinction is the fate of all species. One theory on how the dinosaurs became extinct is that of carbon dioxide, and the greenhouse effect. Volcanos produced the proposed conditions. A massive volcanic eruption could have saturated the atmosphere with carbon dioxide so that it caused a sharp rise in temperatures worldwide. The excessive carbon dioxide could have permitted solar energy to enter the atmosphere but would have blocked the radiation of most surface heat back out into space, therefore causing the gre ...

Paragraph Length in Compositions and Reports

Paragraph Length in Compositions and Reports In composition, technical writing, and online writing, the term paragraph length refers to the number of sentences in a paragraph and the number of words in those sentences. There is no set or correct length for a paragraph. As discussed below, conventions about appropriate length vary from one form of writing to another and depend on various factors, including medium, topic, audience, and purpose. Simply put, a paragraph  should be as long or as short as it needs to be to develop a main idea.  As  Barry J. Rosenberg  says, Some paragraphs should weigh a skimpy two or three sentences, while others should weigh a robust seven or eight sentences. Both weights are equally healthy (Spring Into Technical Writing for Engineers and Scientists, 2005).   See Examples and Observations below. Also, see: The Invisible Mark of Punctuation: The Paragraph BreakCoherence and CohesionDevelopmentParagraph Break  and  ParagraphingSentence LengthUnity Examples and Observations Paragraph lengths, like sentence lengths, give an essay a kind of rhythm that readers can feel but that is hard to talk about . . .. A very short paragraph can be just the right kind of pause following a long and complex one. Or a series of paragraphs of about the same length can give the reader a very satisfying feeling of balance and proportion.(Diana Hacker and Betty Renshaw, Writing With a Voice, 2nd ed. Scott, Foresman, 1989)Paragraph Length in EssaysThere is no set rule about paragraph length. They can be long or short ..., though do note that both the shortest and the longest are rare and you should take care in their use. What works best is usually a mixture of longer and shorter paragraphs within the middle range. Aim to vary length rather than look for a set formula. . . . [A] paragraph [that] contains . . . 150 words . . . is probably about average for what would most often be used in an essay.(Jacqueline Connelly and Patrick Forsyth, Essay Writing Skills: Essential Techni ques to Gain Top Marks. Kogan Page Ltd., 2011) Dividing a Long Paragraph[S]ometimes you may discover that a particular point in your essay is so complex that your paragraph is growing far too long- well over a typed page, for instance. If this problem occurs, look for a logical place to divide your information and start a new paragraph. For example, you might see a convenient dividing point in a series of actions youre describing or a break in the chronology of a narrative or between explanations of arguments or examples. Just make sure you begin your next paragraph with some sort of transitional phrase or key words to let the reader know that you are still discussing the same point as before (Still another problem caused by the computers faulty memory circuit is . . .).(Jean Wyrick, Steps to Writing Well With Additional Readings, 8th ed. Wadsworth, 2011)Paragraph Length in Academic WritingParagraphs give readers a sense of where one unit ends and another begins, a sense of how the argument develops by moving from one topic to an other. . . . Paragraphs let the reader digest one idea at a time without becoming overwhelmed.In modern academic writing, paragraphs are usually less than a page in length. But its rare to find many short paragraphs (of, say, less than four lines) in a row. A typical paragraph is roughly ten to twenty lines in length. But there will be variety. Short paragraphs are sometimes needed for other purposes besides laying out a component of the argument. For example, a transitional paragraph might be needed at a certain point in order to sum up all thats been established so far and to hint at where the argument will go from here.And sometimes short paragraphs can simply underscore a point.(Matthew Parfitt, Writing in Response. Bedford/St. Martins 2012) Paragraph Length in Business and Technical WritingQuantifying paragraph length is difficult, but in business and technical writing, paragraphs exceeding 100 to 125 words should be rare. Most paragraphs will consist of three to six sentences. If a single-spaced paragraph goes beyond one-third of a page, it is probably too long. A double-spaced paragraph should not exceed half a page in length.The documents format should influence paragraph length. If a document has narrow columns (two to three to the page), then paragraphs should be shorter, perhaps on the average of no more than 50 words. If a document uses a full-page format (one column), then average paragraph length can reach 125 words.Length is therefore a function of appearance and visual relief.(Stephen R. Covey, Style Guide for Business and Technical Communication, 5th ed. FT Press and Pearson Education, 2012)Paragraph Length in Online WritingIf the statistics are to be believed, by the end of this sentence, I’ll have l ost most of you. Because according to some estimates, the average time spent on a webpage is 15 seconds. . .And so webmasters worldwide have launched an emergency austerity programme, pruning, paring, compacting everything possible in a frantic attempt to spare our readers a few precious seconds. . . .The most obvious casualty of this economy drive is the venerable paragraph. . . .The internet . . . has exerted further downward pressure on paragraph length. Reading on a laptop screen or phone is slower and more fatiguing, and it’s harder to keep your place; inserting regular, clear breaks (complete lines rather than indentations) is one way to create a smoother reading experience.None of this is in dispute. But consider  this recent piece on the BBC website. With two exceptions, all the paragraphs in this story consist of precisely one sentence. . . .[O]ne reason, and one reason alone, is sufficient to justify the Save the Paragraph Campaign. Time was, when you came across a paragraph of one sentence, you knew it contained powerful stuff (in the writer’s view, at least). A short paragraph, coming after many long ones, could deliver a real punch.(Andy Bodle, Breaking Point: Is the Writing on the Wall for the Paragraph?. The Guardian, May 22, 2015) One-Sentence ParagraphsOccasionally, a one-sentence paragraph is acceptable if it is used as a transition between longer paragraphs or as a one-sentence introduction or conclusion in correspondence.(Gerald J. Alred, Charles T. Brusaw, and Walter E. Oliu, The Business Writers Handbook, 10th ed. Bedford/St. Martins, 2012)Paragraph Length and ToneHow long is a paragraph?As short as that.Shorter.Or as long as it needs to be to cover a subject. . . .But there is a complication. Writing that aims to be inviting, like the writing in newspapers, popular magazines and books, uses shorter paragraphs than more ambitious and profound writing. New paragraphs are begun before a topic is exhausted.Anytime.For no reason at all.Because each new paragraph lightens the tone, encourages readers, offers a foothold down the page.When paragraphs are short, writing does seem easier. Less happily, it also seems disjointed and superficial- as though the writer cant concentrate on a subject.Thus paragraphing, like so much else, is a matter of tone. You want to have a proper paragraph length for your subject, your audience, and your degree of seriousness (or frivolity).(Bill Stott, Write to the Point. Anchor Press, 1984)

An audit of anaemia in haemodialysis patients Essay

An audit of anaemia in haemodialysis patients - Essay Example According to the NICE guidelines, published by the Royal College of Physicians, "Conventionally anaemia is defined as a haemoglobin concentration lower than[normal as defined by WHO]. This cut-off figure ranges from 11 grams per decilitre (g/dl) for pregnant women and for children between 6 months and 5 years of age, to 12 g/dl for non-pregnant women, and to 13 g/dl for men."1 "In 2002, Hsu et. al. analyzed data from the Third National Health and Nutritional Examination Survey (NHANES III) (n=15,837) and found low iron indices to be frequently present at all levels of reduced creatinine clearance (CrCl)."2 Additionally, "[m]ore than 50% of CKD patients with an[a]emia were iron deficient, as indicated by serum ferritin 13 g/dl, but that there was no evidence either way for intermediate levels (11.5-13 g/dl) in comparison with higher or lower levels."5 One may wonder if particular medications can cause someone to become anaemic. "Some patients react to drugs because of inherited susceptibility, such as patients with glucose-6-phosphate dehydrogenase (G-6-PD) deficiency. G-6-PD is an important enzyme that buffers the mature red cell against oxidative stress. In individuals who are deficient in

Labor and The Civil War Essay Example | Topics and Well Written Essays - 1250 words

Labor and The Civil War - Essay Example This demands laid in the constitution went unattended since African America slavery grew once again mainly in the southern part of U.S.A. Among the major reasons for slavery reinvigoration were cotton gin discovery and its consequent spreading (Shapiro, 17). Such is the case that this machine permitted southern farmers to cultivate a variety of cotton, short staple, which thrived in the Deep South climate. Even with such an invention, the farmers still experienced another major problem with regard to removing seeds from cotton fibers. A later invention of the Eli Whitney’s gin offered solved this problem and even made it more economical. Following this, many planters in the south got attracted to cotton growing, a factor that increased labor demand. During this time, cotton growing was labor intensive, and African Americans became the main target to supply the labor. A day in the life of a slave would commonly constitute long working hours on the farm. When considering a field hand, working day would always begin just before dawn and last until the sun sets, usually with a lunch break of about two-hours. African Americans lacked control over working as they worked under strict supervision, constantly threatened with physical punishment by their supervisors. Indeed, even with the most kind hearted slave owner, the slaves still missed that very fundamental gift of every human being, â€Å"freedom† The better part of the period preceding Civil war, majority of the planters employed physical violence not only to boost productivity but also maintain labor discipline (Shapiro, 60). Certainly, the nature of work in the cotton field demanded lots of endurance and slaveholders understood this. Consequently they employed force and threats of force to persuade their slaves to endure the gruesome demands of cotton growing in the south. Colonial farmers forced their enslaved servants that included the elderly, children and pregnant

ANnnotated Bibilography and Thesis Statement Annotated Bibliography

ANnnotated Bibilography and Thesis Statement - Annotated Bibliography Example Moreover biofuels also exhibit better emissions, might boost the rural economy and reduce waste. Most importantly fossil fuels are non-renewable but biofuels are renewable as they are made from plants or organic wastes. Kutz also warns about to short comings of biofuels. The energy generated from per unit biofuel is less than that of fossil fuel; as an example one gallon of gasoline is equivalent to 1.5 gallon of ethanol in terms of energy generation. In case of biodiesel; fuel efficiency and performance decreases by five percent in comparison to diesel. Again the up gradation cost of vehicles so that they can be compatible with biofuel might be a costly affair. Pandey and Arroche, mentions that with rise in population growth and industrialization, fossil fuel and mainly petroleum is depleting at a much faster pace than its natural regeneration through the C cycle. On one hand this would definitely lead to exhaustion of fossil fuel and on the other environment would be badly damaged owing to the carbon intensity of the same. Again fossil fuels are concentrated in a handful of countries whereas biofuels are available everywhere. At this juncture it is important to exploit the potential of biofuel to a much larger extent than the current state. The cheap price concept that is attached to fossil fuel might no longer be valid after a few years courting a high demand for the same. Moreover fossil fuels are profoundly responsible for greenhouse gas emission and biofuels are much more environment friendly. The authors favoured the use of biofuel in modern day use such as transportation (bioethanol and biodiesel) and optimistic that soon the current level of energy consumption through biofuel (10% of the total energy consumption) would be increased to a much higher level. They have further said that biomass might be the only alternative energy source to replace fossil fuel in

Critical Thinking and Ethics Essay Example | Topics and Well Written Essays - 750 words

Critical Thinking and Ethics - Essay Example However, personal ethics can change with a period of time and changing experiences though the morals and values forming the foundation of ethics may continue to be the same. Social responsibility is concerned with the behavior considering the society as well as variables surrounding the individual e.g. drinking or smoking decisions, decisions on bribery, decisions on city cleanliness etc. ("Personal Ethics and Life") Since, man is a social animal and cannot be divided from the society, it would be correct to say that the personal ethics need an evaluation as well as a serious thought for linking them with social responsibility. One needs to be very clear as to how personal ethical standards are related with the social background. It is necessary to analyze personal ethics as the actions of an individual in a wider context do have an indirect impact on the society at large. These are established in life's earlier stages from home, school, and church and later in life they influence the work place, city and nation too. Therefore, it is essential not to mistake personal opinions with universal principles in the light of thoughtful and socially accepted personal ethical standards. Here in this brief write up we would take an example that a project manager (PM) faces in his day to day life. Such an issue cannot be solved conveniently on the basis of theory or formal academic approach. It needs prudence, situational approach and morality to arrive at a solution which is ethically correct. Now, what is morality differs from person to person and is a debatable topic. Let us view the situation and the possible action as well as the basis for the action. Suppose the PM is uncomfortable as international project requirements contradict the domestic customs and laws, while they are well accepted in the foreign country. This leads to contradiction with the permissible practices in domestic environment. Here, the PM needs to decide what correct is ethically and what is not. Would the payment made to foreign officials be considered a bribe or "facilitation o0f business processes". Here is a way to solve the ethical dilemma. One can check himself on the ethics yardstick by setting out some standards to decide a right approach. Are the rules that are followed by you, usually understood as a part of the task Do you have sufficient comfort defending your action personally in front of public Would you be comfortable if your friends, relatives, and family are aware of your action Would you be ok if somebody does this same act with you or your loved ones Would the impact of a similar action be positive on the society, if everyone starts following the same practice Is the act not resulting in harm to any part, if not doing positive If the answers to all the above questions are yes, then the act can be considered ethically correct. (The manager and the negotiator) Conclusion The writings of "Critical Thinking and Ethics; From Theory to Application" give an insight on the ethical aspects of psychology. These writings highlight the importance of self evaluation and analysis of personal behavior with respect to the social circumstances making

Uniformly Accelerated Motion Assignment Example | Topics and Well Written Essays - 1000 words

Uniformly Accelerated Motion - Assignment Example The graphical representation for movement along straight line includes plotting distance against time is always regarded as positive. The curve of this graph never reduces take for instance the speedometer and odometer in a vehicle. Since the displacement is termed as the vector quantity, it can be graphed against the period if we confine the motion of a line and then use the positive and the negative signs in specifying the direction. However, it is a conventional practice plotting displacement along straight line against time with the help of a scheme. Such graphical representation along the x-axis may be positive or negative. The graph can either be a plus and get more plus or negative and get more minus. In the two cases, the curve would be a positive slope and the object will be a positive velocity. Additionally, the graph might be positive, have less positive and or a minus, and have more minus. In the two cases, the curve would have a minus slope and the object will be a negat ive velocity. The instantaneous velocity of any given object at any given time will be the displacement slope against the time graph. Therefore, it can either be +ve, -ve, or even zero. The instantaneous acceleration of the object at a given time will be the gradient of the velocity against the time graph at that given time. For the constant motion and velocity along the x-axis, the x graph against t graph is represented as the titled straight line. For the constant motion and its acceleration, the v against the t graph is represented as a straight line (Bueche and Eugene, 134).

Rights Social Justice and Diversity 1 & 2 Essay

Rights Social Justice and Diversity 1 & 2 - Essay Example Social justice is achieved in a system that communist policies are eradicated, and power delegated to the majority who comprises the workforce and opportunists. The opportunity provided should be fair and adopt a system that promoted unity with minimal oppression by societal leaders. Social justice is achieved in a system that upholds human rights and promotes equality with personal dignity uplifted. In a diverse demographic, social justice is highlighted by the comfort of individuals and their capability to be influenced by the available resources (Clark 2005, p1341). However, there are barriers within the society that present challenges to the presentations granted to achieve social justice in the modern society. The developments of the modern government and technology have achieved numerous progresses in developing ideas to grant the opportunities to advance the ideologies warranting fare judgement. These have been in the government’s ability to create numerous opportunities for its members to find a livelihood source. Others have been in activist’s efforts to offer fare judgement in advocating for opportunities to deserve merit in fare provisions. Through developing fair judgement that reflects the opportunities granted to the societal members in equal measure, a sustainability form is achieved that creates the balance needed. The society is held by these principles and a failure to make them meet the desired standards would lead to insecurity and dissatisfaction between the members (Miller 2008, p61). The state that presents the societal members an opportunity to experience less balance in the distribution of resources and the injustice form presented is termed social injust ice. Social injustice is the condition that leads to the prevalence of unjust societal presentations and oppression of the less fortunate. These individuals are either with minimal opportunity to complete their desires or those that have minimal

Uniformly Accelerated Motion Assignment Example | Topics and Well Written Essays - 1000 words

Uniformly Accelerated Motion - Assignment Example The graphical representation for movement along straight line includes plotting distance against time is always regarded as positive. The curve of this graph never reduces take for instance the speedometer and odometer in a vehicle. Since the displacement is termed as the vector quantity, it can be graphed against the period if we confine the motion of a line and then use the positive and the negative signs in specifying the direction. However, it is a conventional practice plotting displacement along straight line against time with the help of a scheme. Such graphical representation along the x-axis may be positive or negative. The graph can either be a plus and get more plus or negative and get more minus. In the two cases, the curve would be a positive slope and the object will be a positive velocity. Additionally, the graph might be positive, have less positive and or a minus, and have more minus. In the two cases, the curve would have a minus slope and the object will be a negat ive velocity. The instantaneous velocity of any given object at any given time will be the displacement slope against the time graph. Therefore, it can either be +ve, -ve, or even zero. The instantaneous acceleration of the object at a given time will be the gradient of the velocity against the time graph at that given time. For the constant motion and velocity along the x-axis, the x graph against t graph is represented as the titled straight line. For the constant motion and its acceleration, the v against the t graph is represented as a straight line (Bueche and Eugene, 134).

Policing Development and Operation Trends Essay Example for Free

Policing Development and Operation Trends Essay Write a 1,050-1,400-word paper in which you analyze the organizational management, administration, and operational aspects of policing within policing organizations. In your analysis, be sure to evaluate past, present, and future trends pertaining to the continuing development and operation of the field of policing and how these evolutions impact various policing organizations (local, state, federal). Format your paper consistent with APA guidelines. You can learn lots in college. It is not only a great place to get an academic education, but you can get a social education, too. When you use the advice from this article, you can make your time in college success and productive and the best time of your life.

Customer Relationship Management of Lloyds Banking

Customer Relationship Management of Lloyds Banking 1.0 INTRODUCTION This chapter provides the brief introduction of research. Furthermore, it also discusses the aims, objectives of the research questions and scope of the study. 1.1 TOPIC OF THE RESEARCH Customer Relationship Management of Lloyds Banking Group PLC; A Critical Evaluation 1.2 INTRODUCTION TO RESEARCH Peter Drucker said, â€Å"The purpose of a business is to create customers†. Customer Relationship Management can be the single strongest weapon we have as manage to ensure that customers become and remain loyal. Customer Relationship Management, or CRM, is an essential part of modern business management. CRM concerns the relation between the organisation and its customers. Customers are the lifeblood of any company be it a global corporation with thousands of employees and a multi-billion turnover, or a sole trader with a handful of regular customers. CRM is the same in principle for both examples. Globalization and technology improvements have pushed companies into hard competition. In this new era organisations are targeting on managing customer relationships, mainly customer satisfaction, in order to maximize revenues (Constantinos 2003). Today, marketing is not just developing, delivering and selling; it is shifting towards developing and maintaining equally long term relationships with customers (Buttle, 1996). This new business values is called relationship marketing (RM), which has involved significant interest both from marketing academics and practitioners (Gronroos, 1994). The Greek philosopher, Epictetus said that â€Å"what concern me is not the way things are, but rather the way people think things are† (Szwarch, 2005, p.3). The concepts of consumer satisfaction were depending on the thinking of consumer. Research suggests that customer satisfaction, basic concept of relationship marketing, is important in achieving and retaining competitive advantage. Research studies have discovered that retaining current customers is much less expensive than attracting new customers (Desatnick, 1988; Stone et al., 1996; Bitran and Mondschein, 1997; Chattopadhyay, 2001; Massey et al., 2001). The best way to retain customers is to keep them satisfied, a number of studies have shown that customer satisfaction can guide to brand loyalty, repurchases intention and repeat sales (Day, 1984; Swan and Oliver, 1989; Oliver, 1999). Customer retention, in turn, seems to be related to profitability (Oliver, 1999). Relationship marketing is becoming significant in financial services (Zineldin, 1995). If a bank develops and sustains a solid relationship with its customers, its competitors cannot easily replace them and so this relationship provides for a continued competitive advantage (Gilbert, 2003). Moriarty et al. (1983) has suggested relationship concept in the banking sector which states that banks can increase their profits by maximising the profitability of the total customer relationship over time, instead of looking for to get more profit from any single transaction. Perrien et al. (1992) observed severe competitive pressures that forces financial institution to restructure their marketing strategies by developing into long-term relationship with customers. And banking industry purely related to financial services, which needs to create the trust among the people. This research is exploratory in nature and design. The data which is collected is going to be mostly primary data collected from the relevant persons within the bank. The data has gathered from the face to face interviews with the help of structured and semi-structured questionnaire with those persons. The above describe interviews has last 40 (fourty) to 45 (fourty five) minutes (approx). On the other hand the researcher has decided to collect primary data from random interviews of Lloyds Banking Groups customers. Sample size is around 200 customers and of structured questionnaire. But of course this research paper has relied on reviewing the various secondary data available from various researches such as books, magazines, website, previous research and publication etc. The collected data has been analysed by graphs, table and pi chart drawn from Microsoft excel. 1.3 AIM OF THE RESEARCH The aim of the research is to study why CRM is important in bank, how the CRM works in banks and also the effectiveness of Lloyds Banking Group in obtaining long term customer relationship, customer loyalty, and customer satisfaction by the use of CRM. And also suggest feasible recommendations to Lloyds Banking Group to increase the customer satisfaction and market share by the effective use of CRM. 1.4 OBJECTIVES OF THE RESEARCH The followings are the objectives of this research; To study how critically practised in Lloyds Banking Group Analysis the data mining process of Lloyds Banking Group To find out how the bank segments their customers To analysis how the bank retaining their customers To find out how does the bank measure customer Life Time Value To verify the relationship between the customers and the Lloyds Banking Group 1.5 SCOPE OF THE STUDY The scope of the study and research work has limited to Lloyds Banking Group only. This chosen level of aspects has stayed at large in the study so that it can be studied well and analyzed thoroughly to get a deeper understanding. Trying to cover too much ground may lead to a very superficial and confused analysis and may involve long time duration to complete the project work or report. Therefore a specified and narrow down approach with Lloyds Banking Group and an evaluation of its success has comprised with the researc 2.0 LITERATURE REVIEW This chapter contains a review of literature relevant to the research. This literature review deals with, about CRM, the history and goals of an integrated banking CRM, the technological factor of CRM, the process cycle in banks, data warehouse technology, data mining process, how to analysis the data, customer segmentation process, communication strategies of bank to the customers etc. 2.1 CUSTOMER RELATIONSIP MANAGEMENT Existing research states that ‘relationships are the base to the successful development and edition of new business viewpoint, though business have taken care of relationships with their customers for many centuries (Gronroos, 1994). Sheth and Parvathiyar, (1995) said that relationships demand much more than mere transactions. Rather, they symbolize strategic and tactical issues based on a new philosophical move that geared in the direction of long-term organisation survival. According to Storbacka, (1994) relationship marketing got popular in 1990s but it has a long history under different names. In its starting, one-to-one marketing appeared in the mid 1990s, which transformed into Customer Relationship Management. Parvatiyar and Sheth gave a static definition of CRM. â€Å"Customer Relationship Management is a comprehensive strategy and process of acquiring, retaining and partnering with selective customers to create superior value for the company and the customer† (Parvatiyar and Sheth 2000, p.6) â€Å"What criteria determine who â€Å"How can we acquire this customer will be our most profitable in the most efficient and effective customers?† way?† â€Å"How can we increase the â€Å"How can we keep this customer loyalty and the profitability for as long as possible?† Of this customer?† 2.2 THE HISTORY AND GOALS OF AN INTEGRATED BANKING CRM According to Puccinelli (1999) the financial services industry as entering a new era where personal attention is decreasing because the institutions are using technology to replace human contact in many application areas. Sherif, 2002 advocated that, now global changes brought new trends, directions and new ways of doing business, which also brought new challenges and opportunities to financial institutions. In order to complete with newly increasing competitive pressures, financial institutions must recognize the need of balancing their performance by achieving their strategic goals and meeting continues volatile customer needs requirements. Different ways must be analyzed to meet customer needs. Foss said that banks are highly focusing on CRM for the last five years that is expected to continue. According to Peter (1998) and Chablo (1999) the main goals of an effective integrated CRM solution in the banking sector are to enable financial institutes to; a) Widen customer relationship through acquiring new customers, identifying and targeting new segments and expanding in new markets. b) Lengthen the existing relationship developing longer term relationships, increasing perceived value of products and introducing new products and c) Deepen the relationship with customers initiating the cross selling and up selling opportunities, understanding the propensity of different customer segments to purchase and increase sales. The implementation if CRM system in a bank helps the business organisation to obtain a complete picture of their existing customers, design both customer-oriented and market-driven financial products and services, as well as implement extensive and reliable financial marketing research and efficient campaigns, to achieve and enhance customer loyalty and profitability. The above goals can be achieved through the seamless integration of information technology solutions and business objectives at every process of the bank business that affects the customer. 2.3 THE PHASES OF CRM The main phases of CRM are as follows; 1. Customer selection or Segmentation According to Dave Chaffey (2009), customer selection defining the types of customers that a company will market to. It means identifying different groups of customers for which to develop offerings and to target during acquisition, retention and extension. Different ways of segmenting customers by value and by their detailed lifecycle with the customer are reviewed. Many companies are now only proactively marketing to favoured customers. Seth Godin (1999), says â€Å"Focus on share of customer, not market share fire 70 per cent customers and watch your profits go up!† According to Efraim Turban (2008), the most sophisticated segmentation and targeting schemes for extension of customers are often used by banks, which have full customer information and acquire history data as they search for to boost Customer Lifetime Value (CLV) through encouraging increased use of products overtime. The segmentation approach used by banks is based on five main basics which in result are covered on top of each other. The amount of options used, and therefore the complexity of approach, will depend on resources obtainable, opportunities, capabilities and technology afforded by catalog. i. Identify customer lifecycle groups When guests use online services then they basically pass those seven or more stages. The organisations have clear these segments and establish the CRM infrastructure to categories customers in this manner; then they deliver focused messages, whichever by modified web messaging or by e-mails that are triggered routinely because of various rules. First-time guests recognized by a cookie placed on their PC. When guests registered, they are tracked through the residual stages. The customers who have purchased one or more products are one particular important group. The key challenge is for a company to encourage a customer to shift from the first product to the second and then go on. Explicit offers can be try to push customer for further products. In the same way, when customers turn into an inactive then the customer required follow-up. ii. Identify customer profit characteristics This is a conventional segmentation which is based on the nature of customer. For Business 2 Business Companies it includes sex, age and geography. It includes volume of the organisation and the type of sector or application, the organisation operates in. iii. Identify behaviour in response and purchase As shown in 2.2 through analysis of data base when customer progress through the lifecycle, company is capable to build up a detail reaction and buy history which judges the details of frequency, recency, group of product buy and monetary value. This approach is known as ‘RFM (Recency, Frequency, Monetary value) analysis. iv. Identify multi-channel behaviour In spite of of the eagerness of the company for online channels, various customers are chosen for using online channels and others customers are chosen conventional channels. This is, to an extent, be indicated by RFM and response examination since customers with a preference for an online channel is more reactive and make more use online. Customer who likes online channels is focused mostly by online communications such as e-mail, but when customer like conventional channels is focused by conventional communications such as direct mail or phone. This is known as ‘right-channelling. v. Tone and style preference In a same way to channel liking, customers are respond in their own way to various types of message. Some customers like rational application, in that time a detailed e-mail may work best. On the other hand some customers are preferred an emotional appeal. Companies are test for this in customers or conclude it using profit description and response performance and then expand various inventive treatments consequently. 2. Customer acquisition Processes used to add new customer. According to Turban (2008), customer acquisition refers to marketing activities intended to form relationship with new customers while reducing acquisition cost and targeting high-value customers. Service value and selecting the right path for various customers are essential at this stage and during the lifecycle. The conventional manner to customer acquisition include a marketing manager developing a blend of mass marketing (billboards, magazine advertisements etc.) and direct marketing (mail, telephone, etc.) campaigns based on their knowledge of the particular customer base that was being focussed. Marketing campaign trying to pressure new customers to buy a particular type of diapers, the mass marketing ads might be determined in parenting magazines. The advertisements could also be positioned in more conventional publications whose readership demographics were alike to those of new parents. Customer acquisition is comparatively similar to mass marketing. A marketing manager selects the demographics that they are involved in and after that works with a data vendor to obtain lists of buyers who meet those features. The data vendors have large database holding millions of eventual customers that can be segment based on explicit demographic criteria. The idea of â€Å"similar demographics† has conventionally been an art rather than a science. Usually there are not hard-and-fast systems about whether two groups of buyers share the similar features. Most of the segmentation that took place in conventional direct marketing involves hunches on the division of the marketing professional. 3. Customer retention Dafe Chaffey 2009 said that customer retention refers to the marketing actions taken by a company to keep its current customers. Identifying applicable offerings based on their personal needs and complete position in the customer lifecycle (e.g. purchase value or number) is key. Customer retention strategy aims to keep a high percentage of valuable customers and a customer development strategy aims to boost the value of those retained customer to the organisation. Customer retention is based on customer loyalty. And customer loyalty is the point to which a customer will continue with a specific brand or vendor. Customer acquisition to retain and extend create long-term customer relationship. We need to calculate customer satisfaction, as satisfaction drives loyalty and loyalty drives profitability. This relationship is exposed below; The marketers aim is to push customers up the curve towards the affection zone. But the majority are not in that zone. Marketers must understand to achieve retention,why customers defers or are indifferent. 4. Customer extension This technique is encouraging customers to increase their involvement with a company. According to Turban 2008, customer extension is increasing the range of products that a customer buys from an organisation. Sometime it is referred ‘customer development. Increasing the lifetime value (CLV) of a customer is the main objective of customer extension by encouraging cross-sell. For example a customer of Egg credit card may be offered the loan or a deposit account. There are many of customer extension technique for CRM as follows; Re-sell: same type of products to existing customers-particular vital in some Business 2 Business background as re-buys or modified re-buys. Cross-sell: sell extra products which may be closely related to the original buy. Up-sell: this is mean, selling more expensive products. Reactivation: Customers who have purchased for some time or have lapsed can be encouraged to buy again. Referrals: generating sells from recommendation from existing customers. 2.4 CUSTOMER LIFETIME VALUE MODELLING Customer Lifetime Value (CLV) is also an important theory and practise of CRM. But the calculation of CLV is not straightforward. There are so many company, they do not calculate it. According to Dave Chaffey (2009) â€Å"Lifetime value is the total net benefits that a customer or group of customers will provide a company over their total relationship with the company†. CLV is based on estimating the income and costs related with each customer over a phase of time and then calculating the net present value in present monetary terms using a discount rate value applied over the stage. Efraim Turban (2006) said there is various scale of complexity in calculating LTC. Those are exposed in 2.6. Option 1 is a realistic way or estimated proxy for future LTV, but the true LTV is the future value of the customer at individual level. CLV modelling at a segment level 4 is crucial within marketing since it answers the question; How much can I afford to invest in acquiring a new customer? Lifetime value analysis helps marketers to: Create the true value of a companys customer base Recognize and compare crucial target segment Calculate the effectiveness of another customer retention strategy Plan and calculate investment in customer acquisition programmes Make decisions about product and offers 2.7 gives an example of how LTV can be used to develop a CRM strategy for different customer groups. There are 4 (four) main types of customers are indicated by their present and future value as bronze, silver, gold and platinum. Separate customers groupings (circles) are recognized according to their current value (as indicated by current profitability) and future value as indicated by CLV calculation. Every group will have a customer segmentation based on their demographics. Therefore this is used for customer selection. Within the four main value groupings, there are various strategies are developed for various customer groups. Few bronze customers such as group A and B practically do not have development potential and are usually unprofitable, therefore the objective is to reduce costs in communications and if they do not stay as customers this is acceptable. Some bronze customers like group C may have potential for growth; therefore for group C the strategy is to extend their purchases. Silver customers are focused with customer extension offer and gold customers are extended. Platinum customers are the best customers; therefore the communication is very important with these customers. 2.5 THE TECHNOLOGICAL FACTORS OF CRM According to Davenport and Short, (1990); Porter, (1987) ‘information technology is an enabler to thoroughly redesign business process to achieve improvements in organisational performance. ‘Information Technology help helps a business process by facilitating changes to job practices and establishing new techniques to link a customer with organisations, suppliers and stakeholders (Hammer and Champy, 1993). Eckerson and Watson (2000) advocated that ‘CRM take full advantage of technology to collect and analyze data on customer patters, expand predictive models, interpret customer behaviour, proper respond with communications, and deliver product and service to individual customers. By using technology a company can create a 360 degree view of customers to find out from past interactions to optimize future ones. Peppard (2000) said that ‘the leading factors in CRM development is improvement in network infrastructure, client/server computing, and business intelligence applications. CRM collect, store, maintain and distribute customer knowledge all over the organisation. The effectual management of information has a vital role to play in CRM. In the case of calculating customer lifetime value, consolidated view, product tailoring and service innovation, the information is essential. Along with data warehouses, enterprise resource planning (ERP) system and the internet are the central infrastructures to CRM applications. Fickel (1999) said ‘CRM applications link front office (e.g. marketing, sales and customer service) and back office (e.g. financial, logistics, operations and human resources) functions with the companys customer touch point. A companys touch point is â€Å"all of the communication, human and physical interactions your customers experience during their relationship lifecycle with your organisation. Whether an ad, Web site, sales person, store or office, touch points are important because customers from perceptions of your organisation and brand based on their cumulative experiences† (Source; http://www.imediaconnection.com/content/4508.imc at 16/10/2009 on 15:25) According to Eckerson and Watson (2000), ‘CRM integrated touch points is something like a common view of the customer. A separate information systems controlled these touch points. 2.8 demonstrates the relationship between customer touch point with back and front office operations Peppers and Rogres, (1999) said ‘In many companies, CRM is just a technology solution that extends divide databases and sales force automation tools to link sales and marketing functions in order to develop targeting efforts. On the other hand some organisations consider CRM as a tool that is exclusively designed for one-to-one relationship. According to Goldenberg (2000) ‘CRM is not just a technology applications for sales, marketing and service, but when CRM fully and successfully implemented, customer-driven, a cross-functional, technology-integrated business process management strategy that improves relationships and encompasses the whole organisation. 2.6 DATA WAREHOUSE TECHNOLOGY According to Watson (2000) ‘data warehouse is a tools of information technology management that helps business decision makers to instant access of information of customer data throughout the organisation by combining all database and operational systems like sales and transaction, human resource, inventory, purchasing, financial and marketing system. Data warehouse pull out, clean, convert and manage large volumes of data from various systems and creating a historical record of all customer. Data warehousing technology is the most crucial part of CRM because it makes CRM possible. Shepard et al. (1998) said ‘a better understanding of customer behaviour is possible because data warehousing technology consolidates correlates and convert customer data into customer intelligence. Understanding of customers and their purchase patterns can improve information related to customer service interactions, billing and account status, back orders, product returns, product shipment, and internal operating cost. The capacity of a data warehouse to store hundreds and thousands of gigabytes of data make an analysis feasible as well as immediate. Organisational benefits with a data warehouse are as follows; exact and faster access of information bad and duplicate data eliminate by quality data and filtering customer profiling and retention modelling it calculate total present value and estimate future value of every customer it gives detail report 2.7 DATA MINING TECHNOLOGY Peppers and Rogres, (1999) said that ‘the first analytical step of data mining is to describe the data. Data mining summarize its statistical attributes like standard deviations and means, visually review it by use of charts and graphs and distributes the value of the field in our data. But alone data description can not provide an action plan. We have to build a predictive model based on patterns determined from known results and after that we have to test the model on result outside the original sample. An ideal model should never be confused with reality, but it is useful guide to understanding our businesses. According to Eckerson and Watson (2000) ‘we can use data mining for both classification and regression problems. In first problem we can predict what type something will fall into. In second problems we are predicting a number like probability that a person will respond to an offer. In CRM process, data mining is often used to allocate a score to a particular customer. Data mining is also often using to recognize a set of characteristics, which is called profile. Data mining segments customers in to groups with similar behaviour like purchasing a particular product. 2.8 THE CRM PROCESS CYCLE IN BANKS Pound (2000) said that exploration and alteration process should be done by the banks on basis of customer information captured; this shows the full value of CRM initiatives. Banks set up a closed CRM cycle with the help of an integrated CRM solution, which composed of a set of continuous iterative process. It manages the whole customer related process for bank, analysing customer profile, customer data and life time value, which is helping to making marketing decision and optimizing the execution of marketing campaigns, customer service strategies and sales strategies across various channels during the bank. According to Professor Constantin Zopounidis (2002) CRM process cycle is based on a generic business view. It presents a continuous improvement of value between customers and banks across touch points. The main stages are as follows; Customer data collection Customer data analysis Marketing strategy and action programs Back-office Data External Data Touch-Point Data Pound 2000 said that ‘recent banking data sources are extremely heterogeneous. Geographic information is dispersed due to continual acquisitions, mergers and reorganizations. For example a bank might use web site, ATMs, e-mail, sales, call centres and marketing automation applications that must be integrated in a unified environment of CRM banking. An effective multi-channels customer interface will not be possible without a centrally integrated warehouse driving the entire CRM process cycle. This should be update real time. The historical data should be recorded by it, which is used to create propensity models and customer life time value models to recognize past behaviour and action in order to take future marketing strategy. 2.9 CUSTOMER DATA COLLECTION Kristin Anderson Carol Kerr (2002), said that in banking transaction system data such as (e.g. Checking, Credit, Savings) are frequently organised around accounts, channels, products and other alike transactional concepts. This limits the bank ability on identifying the total relationship and unique customers. An Integrated CRM is a major goal it consolidates these â€Å"information islands† and separate solution, which forms an open cross-bank system from all executives, business area department officers and branch employees, shares the identical customer information. Integrated banking CRM structure can be obtained from this necessary basis of data supply. Operation (contact) sources: Chou, Chou 2000, said the customer communication touch-point (ATM, Branch, Call-Centre, Internet-Banking, Mobile banking, personal contact, etc.) Internal sources: Professor Constantion Zopounidis (2000) said internal sources that are the available information island, data bases and product oriented systems from other banks such as (Cards, Deposits, Investments, and loans etc.), Marketing campaign response, meta-data analysis and reliable data mining results. External Sources: Professor Constanin Zopounidis 2002, said marketing researches that of external sources, infomediaries etc. Providing geo-demographic, psycho-graphic data and lifestyle, these can help to improve customer images 2.11 CUSTOMER DATA ANALYSIS Heygate (1998), said Simple and sophisticated data analysis techniques are required for deriving the valuable customer insight from the data collected in a central customer warehouse. More advance data analytics includes OLAP (Online Analytical Processing) mining techniques and tools, these extracts applicable patterns or trends in the data. According to Lawer (2000), key incorporated customer management insights provided by customer data analysis are customer segmentation/differentiation, concentration and distribution of customers value; share of purchases/profits, analysis of strategies that widen/lengthen/deepen customer relationship. Hawkes 2000, advocated customer data analysis enables the recognition of customers profit and customers preferences for definite bank product and services, indicates the most suitable channels to reach the customers, and assesses the profitability and life time value of every personality. Additionally, Delto 1998 said that the future manners of the consumers can be predicted by analysing their past behaviour. Customer statistics, profit and segmentation are the main amount produced of the analysis stage feeding the marketing strategy planning and completing process. Having easily accessible information to marketing makes the difference between a winning campaign and a failure. 2.12 MARKETING STRATEGY AND PROGRAMES Kristin Anderson and Carol Kerr 2002 advocated captured results and data of customer analysis support marketers to route marketing messages, processes and strategies. True values of data of Lloyd TSB are discovered by tools and process for marketing decision making, marketing decision making and CRM initiatives and campaign are deployed from converted information to customer knowledge. Goal of marketing automation within CRM are which personalise and optimizes each customer contact from planning, execution, monitoring marketing strategies and action programmes. Bryan Foss 2003 said it is critical for bank CRM not only to extract their data source to uncover patterns and insight but also to operationalise the system through the bank performance to turn the customer knowledge into importance creating achievement. Merlin Stone 2003 advocated the grades from advertising and CRM activities and strategies continue the process knowledge acquisition enhancing the on-going assessment of marketing data intelligence, closing the feed-back loop. Hence, the final element of CRM process cycle is the valuation of the results of campaign driven by marketing data intelligence. It is crucial to measure performance and feed result back into the centre customer data warehouse, in order to convey Customer Relationship Management of Lloyds Banking Customer Relationship Management of Lloyds Banking 1.0 INTRODUCTION This chapter provides the brief introduction of research. Furthermore, it also discusses the aims, objectives of the research questions and scope of the study. 1.1 TOPIC OF THE RESEARCH Customer Relationship Management of Lloyds Banking Group PLC; A Critical Evaluation 1.2 INTRODUCTION TO RESEARCH Peter Drucker said, â€Å"The purpose of a business is to create customers†. Customer Relationship Management can be the single strongest weapon we have as manage to ensure that customers become and remain loyal. Customer Relationship Management, or CRM, is an essential part of modern business management. CRM concerns the relation between the organisation and its customers. Customers are the lifeblood of any company be it a global corporation with thousands of employees and a multi-billion turnover, or a sole trader with a handful of regular customers. CRM is the same in principle for both examples. Globalization and technology improvements have pushed companies into hard competition. In this new era organisations are targeting on managing customer relationships, mainly customer satisfaction, in order to maximize revenues (Constantinos 2003). Today, marketing is not just developing, delivering and selling; it is shifting towards developing and maintaining equally long term relationships with customers (Buttle, 1996). This new business values is called relationship marketing (RM), which has involved significant interest both from marketing academics and practitioners (Gronroos, 1994). The Greek philosopher, Epictetus said that â€Å"what concern me is not the way things are, but rather the way people think things are† (Szwarch, 2005, p.3). The concepts of consumer satisfaction were depending on the thinking of consumer. Research suggests that customer satisfaction, basic concept of relationship marketing, is important in achieving and retaining competitive advantage. Research studies have discovered that retaining current customers is much less expensive than attracting new customers (Desatnick, 1988; Stone et al., 1996; Bitran and Mondschein, 1997; Chattopadhyay, 2001; Massey et al., 2001). The best way to retain customers is to keep them satisfied, a number of studies have shown that customer satisfaction can guide to brand loyalty, repurchases intention and repeat sales (Day, 1984; Swan and Oliver, 1989; Oliver, 1999). Customer retention, in turn, seems to be related to profitability (Oliver, 1999). Relationship marketing is becoming significant in financial services (Zineldin, 1995). If a bank develops and sustains a solid relationship with its customers, its competitors cannot easily replace them and so this relationship provides for a continued competitive advantage (Gilbert, 2003). Moriarty et al. (1983) has suggested relationship concept in the banking sector which states that banks can increase their profits by maximising the profitability of the total customer relationship over time, instead of looking for to get more profit from any single transaction. Perrien et al. (1992) observed severe competitive pressures that forces financial institution to restructure their marketing strategies by developing into long-term relationship with customers. And banking industry purely related to financial services, which needs to create the trust among the people. This research is exploratory in nature and design. The data which is collected is going to be mostly primary data collected from the relevant persons within the bank. The data has gathered from the face to face interviews with the help of structured and semi-structured questionnaire with those persons. The above describe interviews has last 40 (fourty) to 45 (fourty five) minutes (approx). On the other hand the researcher has decided to collect primary data from random interviews of Lloyds Banking Groups customers. Sample size is around 200 customers and of structured questionnaire. But of course this research paper has relied on reviewing the various secondary data available from various researches such as books, magazines, website, previous research and publication etc. The collected data has been analysed by graphs, table and pi chart drawn from Microsoft excel. 1.3 AIM OF THE RESEARCH The aim of the research is to study why CRM is important in bank, how the CRM works in banks and also the effectiveness of Lloyds Banking Group in obtaining long term customer relationship, customer loyalty, and customer satisfaction by the use of CRM. And also suggest feasible recommendations to Lloyds Banking Group to increase the customer satisfaction and market share by the effective use of CRM. 1.4 OBJECTIVES OF THE RESEARCH The followings are the objectives of this research; To study how critically practised in Lloyds Banking Group Analysis the data mining process of Lloyds Banking Group To find out how the bank segments their customers To analysis how the bank retaining their customers To find out how does the bank measure customer Life Time Value To verify the relationship between the customers and the Lloyds Banking Group 1.5 SCOPE OF THE STUDY The scope of the study and research work has limited to Lloyds Banking Group only. This chosen level of aspects has stayed at large in the study so that it can be studied well and analyzed thoroughly to get a deeper understanding. Trying to cover too much ground may lead to a very superficial and confused analysis and may involve long time duration to complete the project work or report. Therefore a specified and narrow down approach with Lloyds Banking Group and an evaluation of its success has comprised with the researc 2.0 LITERATURE REVIEW This chapter contains a review of literature relevant to the research. This literature review deals with, about CRM, the history and goals of an integrated banking CRM, the technological factor of CRM, the process cycle in banks, data warehouse technology, data mining process, how to analysis the data, customer segmentation process, communication strategies of bank to the customers etc. 2.1 CUSTOMER RELATIONSIP MANAGEMENT Existing research states that ‘relationships are the base to the successful development and edition of new business viewpoint, though business have taken care of relationships with their customers for many centuries (Gronroos, 1994). Sheth and Parvathiyar, (1995) said that relationships demand much more than mere transactions. Rather, they symbolize strategic and tactical issues based on a new philosophical move that geared in the direction of long-term organisation survival. According to Storbacka, (1994) relationship marketing got popular in 1990s but it has a long history under different names. In its starting, one-to-one marketing appeared in the mid 1990s, which transformed into Customer Relationship Management. Parvatiyar and Sheth gave a static definition of CRM. â€Å"Customer Relationship Management is a comprehensive strategy and process of acquiring, retaining and partnering with selective customers to create superior value for the company and the customer† (Parvatiyar and Sheth 2000, p.6) â€Å"What criteria determine who â€Å"How can we acquire this customer will be our most profitable in the most efficient and effective customers?† way?† â€Å"How can we increase the â€Å"How can we keep this customer loyalty and the profitability for as long as possible?† Of this customer?† 2.2 THE HISTORY AND GOALS OF AN INTEGRATED BANKING CRM According to Puccinelli (1999) the financial services industry as entering a new era where personal attention is decreasing because the institutions are using technology to replace human contact in many application areas. Sherif, 2002 advocated that, now global changes brought new trends, directions and new ways of doing business, which also brought new challenges and opportunities to financial institutions. In order to complete with newly increasing competitive pressures, financial institutions must recognize the need of balancing their performance by achieving their strategic goals and meeting continues volatile customer needs requirements. Different ways must be analyzed to meet customer needs. Foss said that banks are highly focusing on CRM for the last five years that is expected to continue. According to Peter (1998) and Chablo (1999) the main goals of an effective integrated CRM solution in the banking sector are to enable financial institutes to; a) Widen customer relationship through acquiring new customers, identifying and targeting new segments and expanding in new markets. b) Lengthen the existing relationship developing longer term relationships, increasing perceived value of products and introducing new products and c) Deepen the relationship with customers initiating the cross selling and up selling opportunities, understanding the propensity of different customer segments to purchase and increase sales. The implementation if CRM system in a bank helps the business organisation to obtain a complete picture of their existing customers, design both customer-oriented and market-driven financial products and services, as well as implement extensive and reliable financial marketing research and efficient campaigns, to achieve and enhance customer loyalty and profitability. The above goals can be achieved through the seamless integration of information technology solutions and business objectives at every process of the bank business that affects the customer. 2.3 THE PHASES OF CRM The main phases of CRM are as follows; 1. Customer selection or Segmentation According to Dave Chaffey (2009), customer selection defining the types of customers that a company will market to. It means identifying different groups of customers for which to develop offerings and to target during acquisition, retention and extension. Different ways of segmenting customers by value and by their detailed lifecycle with the customer are reviewed. Many companies are now only proactively marketing to favoured customers. Seth Godin (1999), says â€Å"Focus on share of customer, not market share fire 70 per cent customers and watch your profits go up!† According to Efraim Turban (2008), the most sophisticated segmentation and targeting schemes for extension of customers are often used by banks, which have full customer information and acquire history data as they search for to boost Customer Lifetime Value (CLV) through encouraging increased use of products overtime. The segmentation approach used by banks is based on five main basics which in result are covered on top of each other. The amount of options used, and therefore the complexity of approach, will depend on resources obtainable, opportunities, capabilities and technology afforded by catalog. i. Identify customer lifecycle groups When guests use online services then they basically pass those seven or more stages. The organisations have clear these segments and establish the CRM infrastructure to categories customers in this manner; then they deliver focused messages, whichever by modified web messaging or by e-mails that are triggered routinely because of various rules. First-time guests recognized by a cookie placed on their PC. When guests registered, they are tracked through the residual stages. The customers who have purchased one or more products are one particular important group. The key challenge is for a company to encourage a customer to shift from the first product to the second and then go on. Explicit offers can be try to push customer for further products. In the same way, when customers turn into an inactive then the customer required follow-up. ii. Identify customer profit characteristics This is a conventional segmentation which is based on the nature of customer. For Business 2 Business Companies it includes sex, age and geography. It includes volume of the organisation and the type of sector or application, the organisation operates in. iii. Identify behaviour in response and purchase As shown in 2.2 through analysis of data base when customer progress through the lifecycle, company is capable to build up a detail reaction and buy history which judges the details of frequency, recency, group of product buy and monetary value. This approach is known as ‘RFM (Recency, Frequency, Monetary value) analysis. iv. Identify multi-channel behaviour In spite of of the eagerness of the company for online channels, various customers are chosen for using online channels and others customers are chosen conventional channels. This is, to an extent, be indicated by RFM and response examination since customers with a preference for an online channel is more reactive and make more use online. Customer who likes online channels is focused mostly by online communications such as e-mail, but when customer like conventional channels is focused by conventional communications such as direct mail or phone. This is known as ‘right-channelling. v. Tone and style preference In a same way to channel liking, customers are respond in their own way to various types of message. Some customers like rational application, in that time a detailed e-mail may work best. On the other hand some customers are preferred an emotional appeal. Companies are test for this in customers or conclude it using profit description and response performance and then expand various inventive treatments consequently. 2. Customer acquisition Processes used to add new customer. According to Turban (2008), customer acquisition refers to marketing activities intended to form relationship with new customers while reducing acquisition cost and targeting high-value customers. Service value and selecting the right path for various customers are essential at this stage and during the lifecycle. The conventional manner to customer acquisition include a marketing manager developing a blend of mass marketing (billboards, magazine advertisements etc.) and direct marketing (mail, telephone, etc.) campaigns based on their knowledge of the particular customer base that was being focussed. Marketing campaign trying to pressure new customers to buy a particular type of diapers, the mass marketing ads might be determined in parenting magazines. The advertisements could also be positioned in more conventional publications whose readership demographics were alike to those of new parents. Customer acquisition is comparatively similar to mass marketing. A marketing manager selects the demographics that they are involved in and after that works with a data vendor to obtain lists of buyers who meet those features. The data vendors have large database holding millions of eventual customers that can be segment based on explicit demographic criteria. The idea of â€Å"similar demographics† has conventionally been an art rather than a science. Usually there are not hard-and-fast systems about whether two groups of buyers share the similar features. Most of the segmentation that took place in conventional direct marketing involves hunches on the division of the marketing professional. 3. Customer retention Dafe Chaffey 2009 said that customer retention refers to the marketing actions taken by a company to keep its current customers. Identifying applicable offerings based on their personal needs and complete position in the customer lifecycle (e.g. purchase value or number) is key. Customer retention strategy aims to keep a high percentage of valuable customers and a customer development strategy aims to boost the value of those retained customer to the organisation. Customer retention is based on customer loyalty. And customer loyalty is the point to which a customer will continue with a specific brand or vendor. Customer acquisition to retain and extend create long-term customer relationship. We need to calculate customer satisfaction, as satisfaction drives loyalty and loyalty drives profitability. This relationship is exposed below; The marketers aim is to push customers up the curve towards the affection zone. But the majority are not in that zone. Marketers must understand to achieve retention,why customers defers or are indifferent. 4. Customer extension This technique is encouraging customers to increase their involvement with a company. According to Turban 2008, customer extension is increasing the range of products that a customer buys from an organisation. Sometime it is referred ‘customer development. Increasing the lifetime value (CLV) of a customer is the main objective of customer extension by encouraging cross-sell. For example a customer of Egg credit card may be offered the loan or a deposit account. There are many of customer extension technique for CRM as follows; Re-sell: same type of products to existing customers-particular vital in some Business 2 Business background as re-buys or modified re-buys. Cross-sell: sell extra products which may be closely related to the original buy. Up-sell: this is mean, selling more expensive products. Reactivation: Customers who have purchased for some time or have lapsed can be encouraged to buy again. Referrals: generating sells from recommendation from existing customers. 2.4 CUSTOMER LIFETIME VALUE MODELLING Customer Lifetime Value (CLV) is also an important theory and practise of CRM. But the calculation of CLV is not straightforward. There are so many company, they do not calculate it. According to Dave Chaffey (2009) â€Å"Lifetime value is the total net benefits that a customer or group of customers will provide a company over their total relationship with the company†. CLV is based on estimating the income and costs related with each customer over a phase of time and then calculating the net present value in present monetary terms using a discount rate value applied over the stage. Efraim Turban (2006) said there is various scale of complexity in calculating LTC. Those are exposed in 2.6. Option 1 is a realistic way or estimated proxy for future LTV, but the true LTV is the future value of the customer at individual level. CLV modelling at a segment level 4 is crucial within marketing since it answers the question; How much can I afford to invest in acquiring a new customer? Lifetime value analysis helps marketers to: Create the true value of a companys customer base Recognize and compare crucial target segment Calculate the effectiveness of another customer retention strategy Plan and calculate investment in customer acquisition programmes Make decisions about product and offers 2.7 gives an example of how LTV can be used to develop a CRM strategy for different customer groups. There are 4 (four) main types of customers are indicated by their present and future value as bronze, silver, gold and platinum. Separate customers groupings (circles) are recognized according to their current value (as indicated by current profitability) and future value as indicated by CLV calculation. Every group will have a customer segmentation based on their demographics. Therefore this is used for customer selection. Within the four main value groupings, there are various strategies are developed for various customer groups. Few bronze customers such as group A and B practically do not have development potential and are usually unprofitable, therefore the objective is to reduce costs in communications and if they do not stay as customers this is acceptable. Some bronze customers like group C may have potential for growth; therefore for group C the strategy is to extend their purchases. Silver customers are focused with customer extension offer and gold customers are extended. Platinum customers are the best customers; therefore the communication is very important with these customers. 2.5 THE TECHNOLOGICAL FACTORS OF CRM According to Davenport and Short, (1990); Porter, (1987) ‘information technology is an enabler to thoroughly redesign business process to achieve improvements in organisational performance. ‘Information Technology help helps a business process by facilitating changes to job practices and establishing new techniques to link a customer with organisations, suppliers and stakeholders (Hammer and Champy, 1993). Eckerson and Watson (2000) advocated that ‘CRM take full advantage of technology to collect and analyze data on customer patters, expand predictive models, interpret customer behaviour, proper respond with communications, and deliver product and service to individual customers. By using technology a company can create a 360 degree view of customers to find out from past interactions to optimize future ones. Peppard (2000) said that ‘the leading factors in CRM development is improvement in network infrastructure, client/server computing, and business intelligence applications. CRM collect, store, maintain and distribute customer knowledge all over the organisation. The effectual management of information has a vital role to play in CRM. In the case of calculating customer lifetime value, consolidated view, product tailoring and service innovation, the information is essential. Along with data warehouses, enterprise resource planning (ERP) system and the internet are the central infrastructures to CRM applications. Fickel (1999) said ‘CRM applications link front office (e.g. marketing, sales and customer service) and back office (e.g. financial, logistics, operations and human resources) functions with the companys customer touch point. A companys touch point is â€Å"all of the communication, human and physical interactions your customers experience during their relationship lifecycle with your organisation. Whether an ad, Web site, sales person, store or office, touch points are important because customers from perceptions of your organisation and brand based on their cumulative experiences† (Source; http://www.imediaconnection.com/content/4508.imc at 16/10/2009 on 15:25) According to Eckerson and Watson (2000), ‘CRM integrated touch points is something like a common view of the customer. A separate information systems controlled these touch points. 2.8 demonstrates the relationship between customer touch point with back and front office operations Peppers and Rogres, (1999) said ‘In many companies, CRM is just a technology solution that extends divide databases and sales force automation tools to link sales and marketing functions in order to develop targeting efforts. On the other hand some organisations consider CRM as a tool that is exclusively designed for one-to-one relationship. According to Goldenberg (2000) ‘CRM is not just a technology applications for sales, marketing and service, but when CRM fully and successfully implemented, customer-driven, a cross-functional, technology-integrated business process management strategy that improves relationships and encompasses the whole organisation. 2.6 DATA WAREHOUSE TECHNOLOGY According to Watson (2000) ‘data warehouse is a tools of information technology management that helps business decision makers to instant access of information of customer data throughout the organisation by combining all database and operational systems like sales and transaction, human resource, inventory, purchasing, financial and marketing system. Data warehouse pull out, clean, convert and manage large volumes of data from various systems and creating a historical record of all customer. Data warehousing technology is the most crucial part of CRM because it makes CRM possible. Shepard et al. (1998) said ‘a better understanding of customer behaviour is possible because data warehousing technology consolidates correlates and convert customer data into customer intelligence. Understanding of customers and their purchase patterns can improve information related to customer service interactions, billing and account status, back orders, product returns, product shipment, and internal operating cost. The capacity of a data warehouse to store hundreds and thousands of gigabytes of data make an analysis feasible as well as immediate. Organisational benefits with a data warehouse are as follows; exact and faster access of information bad and duplicate data eliminate by quality data and filtering customer profiling and retention modelling it calculate total present value and estimate future value of every customer it gives detail report 2.7 DATA MINING TECHNOLOGY Peppers and Rogres, (1999) said that ‘the first analytical step of data mining is to describe the data. Data mining summarize its statistical attributes like standard deviations and means, visually review it by use of charts and graphs and distributes the value of the field in our data. But alone data description can not provide an action plan. We have to build a predictive model based on patterns determined from known results and after that we have to test the model on result outside the original sample. An ideal model should never be confused with reality, but it is useful guide to understanding our businesses. According to Eckerson and Watson (2000) ‘we can use data mining for both classification and regression problems. In first problem we can predict what type something will fall into. In second problems we are predicting a number like probability that a person will respond to an offer. In CRM process, data mining is often used to allocate a score to a particular customer. Data mining is also often using to recognize a set of characteristics, which is called profile. Data mining segments customers in to groups with similar behaviour like purchasing a particular product. 2.8 THE CRM PROCESS CYCLE IN BANKS Pound (2000) said that exploration and alteration process should be done by the banks on basis of customer information captured; this shows the full value of CRM initiatives. Banks set up a closed CRM cycle with the help of an integrated CRM solution, which composed of a set of continuous iterative process. It manages the whole customer related process for bank, analysing customer profile, customer data and life time value, which is helping to making marketing decision and optimizing the execution of marketing campaigns, customer service strategies and sales strategies across various channels during the bank. According to Professor Constantin Zopounidis (2002) CRM process cycle is based on a generic business view. It presents a continuous improvement of value between customers and banks across touch points. The main stages are as follows; Customer data collection Customer data analysis Marketing strategy and action programs Back-office Data External Data Touch-Point Data Pound 2000 said that ‘recent banking data sources are extremely heterogeneous. Geographic information is dispersed due to continual acquisitions, mergers and reorganizations. For example a bank might use web site, ATMs, e-mail, sales, call centres and marketing automation applications that must be integrated in a unified environment of CRM banking. An effective multi-channels customer interface will not be possible without a centrally integrated warehouse driving the entire CRM process cycle. This should be update real time. The historical data should be recorded by it, which is used to create propensity models and customer life time value models to recognize past behaviour and action in order to take future marketing strategy. 2.9 CUSTOMER DATA COLLECTION Kristin Anderson Carol Kerr (2002), said that in banking transaction system data such as (e.g. Checking, Credit, Savings) are frequently organised around accounts, channels, products and other alike transactional concepts. This limits the bank ability on identifying the total relationship and unique customers. An Integrated CRM is a major goal it consolidates these â€Å"information islands† and separate solution, which forms an open cross-bank system from all executives, business area department officers and branch employees, shares the identical customer information. Integrated banking CRM structure can be obtained from this necessary basis of data supply. Operation (contact) sources: Chou, Chou 2000, said the customer communication touch-point (ATM, Branch, Call-Centre, Internet-Banking, Mobile banking, personal contact, etc.) Internal sources: Professor Constantion Zopounidis (2000) said internal sources that are the available information island, data bases and product oriented systems from other banks such as (Cards, Deposits, Investments, and loans etc.), Marketing campaign response, meta-data analysis and reliable data mining results. External Sources: Professor Constanin Zopounidis 2002, said marketing researches that of external sources, infomediaries etc. Providing geo-demographic, psycho-graphic data and lifestyle, these can help to improve customer images 2.11 CUSTOMER DATA ANALYSIS Heygate (1998), said Simple and sophisticated data analysis techniques are required for deriving the valuable customer insight from the data collected in a central customer warehouse. More advance data analytics includes OLAP (Online Analytical Processing) mining techniques and tools, these extracts applicable patterns or trends in the data. According to Lawer (2000), key incorporated customer management insights provided by customer data analysis are customer segmentation/differentiation, concentration and distribution of customers value; share of purchases/profits, analysis of strategies that widen/lengthen/deepen customer relationship. Hawkes 2000, advocated customer data analysis enables the recognition of customers profit and customers preferences for definite bank product and services, indicates the most suitable channels to reach the customers, and assesses the profitability and life time value of every personality. Additionally, Delto 1998 said that the future manners of the consumers can be predicted by analysing their past behaviour. Customer statistics, profit and segmentation are the main amount produced of the analysis stage feeding the marketing strategy planning and completing process. Having easily accessible information to marketing makes the difference between a winning campaign and a failure. 2.12 MARKETING STRATEGY AND PROGRAMES Kristin Anderson and Carol Kerr 2002 advocated captured results and data of customer analysis support marketers to route marketing messages, processes and strategies. True values of data of Lloyd TSB are discovered by tools and process for marketing decision making, marketing decision making and CRM initiatives and campaign are deployed from converted information to customer knowledge. Goal of marketing automation within CRM are which personalise and optimizes each customer contact from planning, execution, monitoring marketing strategies and action programmes. Bryan Foss 2003 said it is critical for bank CRM not only to extract their data source to uncover patterns and insight but also to operationalise the system through the bank performance to turn the customer knowledge into importance creating achievement. Merlin Stone 2003 advocated the grades from advertising and CRM activities and strategies continue the process knowledge acquisition enhancing the on-going assessment of marketing data intelligence, closing the feed-back loop. Hence, the final element of CRM process cycle is the valuation of the results of campaign driven by marketing data intelligence. It is crucial to measure performance and feed result back into the centre customer data warehouse, in order to convey