Evaluation of Two New Assessment Methods for Selecting Telephone Case Study - 1

Evaluation of Two New Assessment Methods for Selecting Telephone Customer Service Representatives - Case Study Example Other statistics were also close except r-value with work sample (C), and this could be treated as an outlier. A significant level of consistency is also evident in statistics for results for work sample (T) and results for work sample (C). In all the three results, consistency exists in significant r-values and the use of quantitative approach in analyzing the data further establishes reliability because of freedom from barriers such as effects of emotions. The study’s sample size is also large enough to establish internal consistency and its value that is greater than 30, suitable for normal approximations and relatively large for the population size, explains this. Data collection also included a second rater throughout the process, a factor that eliminated bias. In addition, the replication was done within a short period and therefore eliminated maturation confound. The use of predetermined evaluation criteria for the work sample tests also eliminated possible examiner bia s or uninformed and arbitrary evaluations. These features therefore establishes internal reliability of the evaluations and means that the analysis results are suitable for informing decisions on the organization’s recruitment and staffing decisions (Grinnell & Unrau 124). Similarly, key measures of validity inform its evaluation. Measurement validity is the degree to which a measure meets its intended objectives and analysis of used measures identifies validity. Speed, accuracy, and interpersonal skills are accurate measure of customer-service-relation competence because of identifiable relationship with deliverables. Speed indicates ability to meet demand for phone bookings that is growing, accuracy indicates the ability to satisfy customer my making correct deliveries at the right times, while interpersonal skills identifies ability to develop relationships between customers and the organization for

China, India and Japan all face significant challenges with regard to Essay

China, India and Japan all face significant challenges with regard to their technological capabilities. What are these challenges and how likely are they to be overcome over the following two decades - Essay Example As such, both China and India need to invest more on R&D to compete at the same level with the developed countries in the next two decades. Conversely, while Japan’s technological capabilities are more advanced compared to China and India, Japan faces a challenge because of its protectionist policies. These policies impact negatively on Japan’s cooperation with other countries in terms of sharing knowledge. In addition, the country is faced with an aging population and thus; there is need for the country to access human capital abroad. This means that, Japan has to open up to the outside world by embracing trade liberalisation (Norma & Danny 2002, p.36). This paper examines the significant challenges faced by China, India and Japan with regard to their technological capabilities. As an emerging economy, the technological capability of China requires a focus on innovations. However, it is emerging that both the state and private sector is not aggressive in terms of improving innovations. A lack of a focus on basic research is an impediment to China’s technological capabilities. Most business enterprises in China do not engage in basic research, and this leads to imitation of foreign products. The country further has a weak system for managing rights related to intellectual property. This creates a situation where piracy is rampant in china, and impacts negatively on the country’s technological capabilities (Andrew 2005, p.16). On another note, since SMEs plays a critical role in advancing innovations, China faces a challenge in the sense that, their SMEs lack adequate funds and human resources to carry out large scale innovations. While China boasts of cheap labour, this is detrimental to its technology in the sense that, this leads to the production of poor quality products that is sold cheaply in the global market. As a result of the rising costs of production

Scenario Analysis Essay Example | Topics and Well Written Essays - 1500 words

Scenario Analysis - Essay Example Analyzing the scenario, this paper will further aim at recommending remedial strategies by implementing a decision-making tool suitable for resolving the issue. Critical Analysis of the Scenario The given particular scenario exemplifies a care unit comprising thirty-two bed facilities, which include around 15 registered nurses (RNs) and 22 licensed practical nurses (LPNs). Accordingly, the newly hired nursing unit manager is charged with the responsibility of staffing, caring and evaluating operations. It has been identified in this regard that the staff members are facing excessive workload pressure due to ineffective planning and management. There is also a mixture of part-time, full-time and casual staffing in the unit of the care facility, creating perplexities and hurdles in the proper execution of operations. The staff members of the care unit are observed to be unhappy due to workload pressure. Moreover, it is also recognized that the former RN, who was appointed before the ne wly hired nursing unit manager, resigned due to non-cooperation received from other staff members. An insight into the scenario depicts that these issues were the consequence of inadequate pay in accordance with the workload imposed upon the unit manager. Decision-making Tool As per the scenario, it has been recognized that there are various issues affecting the smooth operations and working environment of the care facility of the pediatric unit. In this respect, the newly hired nursing unit manager, on identifying these issues, should adopt a decision-making tool with the objective of devising appropriate plans and strategies so that activities of staff members and other operations are managed in an appropriate fashion. In the present scenario, advancement in the technological field and knowledge in nursing have raised complexities, on the basis of which nurses are required to be more competent and knowledgeable. The major activity of the nursing unit manager is to seek that staff members execute their operations according to the requirement of situations and in accordance with the goals of the care facility. The nursing unit manager is also entrusted with the job to ensure that proper medication and services are offered to patients (Cherie & Gebrekidan, 2005). In this context, with the assigned tasks and responsibilities along with numerous issues in the pediatric unit of the care facility, the nursing unit manager can be suggested the decision-making tool of decision ladder. The nursing unit manager, with the assistance of the decision-making tool, will be facilitated with the opportunity of recognizing issues, assessing possible solutions and identifying alternative ways on the basis of which these issues can be resolved. This decision-making tool postulates a systematic procedure to resolve a particular issue as that witnessed in the given scenario. The procedure can be identified as a multidirectional and multistep process, which includes situational ana lysis, developing alternatives, examining the selected alternatives and implementing appropriate plans as suited for the resolution of the issue identified. The decision-making tool will assist the newly hired nursing manager in recognizing problems in the operations of the unit, which include patient care and requirement, work intensity and payment structure, etc.

Service Marketing ( Organization that you have chosen ) Essay

Service Marketing ( Organization that you have chosen ) - Essay Example The remainder represents the amount of money that a customer is prepared to spend for the ambience of the restaurant, including the decor, furniture and furnishing , the music ( and the atmosphere) and the brand experience in general. The Flowchart on front stage and back stage operations helps explain this concept. The Flowchart is given in Appendix 1. The service operations of Mc Donald’s can be defined as the ‘restaurant drama’ which comprises of various acts, both front stage and back stage (Lovelock, Wirtz, & Chatterjee, 2007). These acts are further separated by the order in which they are executed: activities prior to the encounter of the product, activities involved in the actual delivery of the product and the post-delivery activities (Lovelock, Wirtz, & Chatterjee, 2007). The front stage activities of Mc Donald’s comprise of the ambience of the restaurant, including the logo-design (the Golden arches that symbolize the brand), the tag line ( Iâ₠¬â„¢m lovin’ it), the attire of the waiters/ waitresses, the decor, lighting, as well as the way tables and chairs are set along with the famous Mc Donald’s character- the clown. ... This is essentially the first encounter. The second encounter occurs when the customer arrives and is escorted to the table that is reserved for him/her. These front stage operations are supported by back stage operations at Mc Donald’s such as recording the customer’s reservations, handling his/her belongings, greeting him/her, preparation and delivery of the meal and use of IT for storing valuable customer information such as the name, address, telephone number and other order details for future use (a key ingredient of customer relationship management). Customers with Mc Donald’s are then exposed to the final product; that is the meal, when the curtains are raised (Act II). The menu card is given to the customer, along with any recommendations such as Mc Donald’s specialties (provided upon the customer’s request). Another approach is that the customer proceeds to the order counter himself/herself and by visualizing the orders on the electronic sc reen, place the order with the Mc Donald’s salesman. The skills of the person taking the order are crucial here and any mistakes in taking the order can lead to breakdown of quality in organizations. Thus, the person in contact with the customers giving the order is highly trained and has excellent communication skills to avoid such failures. In the next stage, customers at Mc Donald’s evaluate the quality of service and it is extremely important that the order is delivered on time. However, caution must be exercised here as too speedy delivery can lead to the perception that the meal was frozen and has just been re-cooked in the microwave. This was, in fact, one of the insights I got from one of the customers when I brought them the order in less than 10 minutes. Thus,

THE DIET PILLS Essay Example | Topics and Well Written Essays - 250 words

THE DIET PILLS - Essay Example On the other hand, diet pills are much cheaper than invasive operations such as liposuction and gastric bypass, which cost more than $2000. Diet pills go from $25 a month above. If it’s about safety, the safest way to go as exercise and diet. Liposuction has its own horror stories of pain and permanent damage. Diet pills have been found to cause long-term side-effects and even death in some countries. Currently, only a few pills are FDA approved and this includes Orlistat, Sibutramine and other appetite suppressants. Finally, we all know that exercise and a right diet is still the most recommended way to lose weight but the results of this is subjective. Liposuction is a sure way to take out the fat obviously and is the perhaps the most effective. Studies show that it is effective only at a marginal to moderate rate of weight loss. Whatever you choose as your weight loss scheme, don’t just go for results. Be smart and do research. Always think about its value for money, the possible side effect and how well it fits your lifestyle. Consumer Reports. Are diet pills effective? n.d. Web. September 29, 2011http://www.consumerreports.org/health/healthy-living/diet-nutrition/diets-dieting/diet-pill-effective-fat-chance-1-07/overview/0701_diet-pill-effective-fat-chance.htm Newell, Lori. â€Å"Why Exercise is Healthier Than Weight Loss pills†. Live Strong.com. September 27, 2010. Web. September 29, 2011

Same-Sex Marriage Essay Example | Topics and Well Written Essays - 1000 words - 1

Same-Sex Marriage - Essay Example It is a social ordinal issue for what family life is being strongly affected through these transformations. The changing trends of family life are hazardous for long term family and social issue. The most emerging trend in most of the western countries is gay or lesbian marriage (Moats and David 32). The psychological disorder is basically reported behind the phenomenon. It is not natural hence it must not be permissible by law. However, the organizations supporting for human rights believe that everyone has the right to spend his or her life according to their own wishes and aspirations. There are many medical issues related with this case. It although is not taken as a good sign whether if it is permissible by law. The countries in which it is permissible are Brazil, Argentine, Spain, Sweden, Canada, South Africa and Mexico (West and Robin 45). The religious aspect of same sex marriage is divergent to the permission. Almost every religious teaching is against these sorts of marriages. It is backed by a complete campaign. The supporters are in support as a collective cohesion in the society. However it is psychologically, medically and socially ill proven phenomenon since long. The premiers of these marriages were not even aware of adverse consequences of this issue (Dryden and Caroline). The social disorders and family structure mismatch issues are associated with same sex marriage exclusively. A number of organizations are working to make these marriages banned across because of increasing damages being reported in the last decade. It is very dangerous for social systems and values. It is sign of anxiety in the people’s minds that makes them forced to do this (Olsen and Allene 11). According to Columbia University Mailman School of Public Health, Lesbian Gay Bisexual (LGB) persons usually suffer from adverse psychiatry disorders of disparity. These inferiority complexes further are transmitted to the children they adopt.

Covent Garden Essay Example for Free

Covent Garden Essay In this quadrangle the Abbey or Convent of St. Peter, Westminster, maintained a large kitchen garden throughout the Middle Ages to provide its daily food. Over the next three centuries, the monks old convent garden became a major source of fruit and vegetables in London and was managed by a succession of leaseholders by grant from the Abbot of Westminster. This type of lease eventually led to property disputes throughout the kingdom, which King Henry VIII solved in 1540 by the stroke of a pen when he dissolved the monasteries and appropriated their land. King Henry VIII granted part of the land to John Russell, Baron Russell, Lord High Admiral, and later Earl of Bedford. In fulfilment of his fathers dying wish, King Edward VI bestowed the remainder of the convent garden in 1547 to his maternal uncle, Edward Seymour, Duke of Somerset who began building Somerset House on the south side of The Strand the next year. When Seymour was beheaded for treason in 1552, the land once again came into royal gift, and was awarded four months later to one of those who had contributed to Seymours downfall. Forty acres (160,000 m? ), known as le Covent Garden plus the long acre, were granted by royal patent in perpetuity to the Earl of Bedford. [edit] 1600s to 1800s The modern-day Covent Garden has its roots in the early seventeenth century when land (the Convents Garden) was redeveloped by Francis Russell, 4th Earl of Bedford. The area was designed by Inigo Jones, the first and greatest of English Renaissance architects. He was inspired by late 15th Century and early 16th century planned market towns known as bastides (themselves modelled on Roman colonial towns by way of nearby monasteries, of which Convent Garden was one). The area rapidly became a base for market traders, and following the Great Fire of London of 1666 which destroyed rival markets towards the east of the city, the market became the most important in the country. Exotic items from around the world were carried on boats up the River Thames and sold on from Covent Garden. The first mention of a Punch and Judy show in Britain was recorded by diarist Samuel Pepys, who saw such a show in the square in May 1662. Today Covent Garden is the only part of London licensed for street entertainment. In 1830 a grand building reminiscent of the Roman baths such as those found in Bath was built to provide a more permanent trading centre. [edit] Modern day period By the end of the 1960s, traffic congestion in the surrounding area had reached such a level that the use of the square as a market, which required increasingly large lorries for deliveries and distribution, was becoming unsustainable. The whole area was threatened with complete redevelopment. Following a public outcry, in 1973 the Home Secretary, Robert Carr, gave dozens of buildings around the square listed building status, preventing redevelopment. The following year the market finally moved to a new site (called the New Covent Garden Market) about three miles south-west at Nine Elms. The square languished until its central building re-opened as a shopping centre and tourist attraction in 1980. Today the shops largely sell novelty items. More serious shoppers gravitate to Long Acre, which has a range of clothes shops and boutiques, and Neal Street, noted for its large number of shoe shops. Londons Transport Museum and the rear entrance to the Royal Opera House are also located on the Piazza. The marketplace and Royal Opera House were memorably brought together in the opening of George Bernard Shaws play, Pygmalion, where Professor Higgins is waiting for a cab to take him home from the opera when he comes across Eliza Doolittle selling flowers in the market. In the mid 1950s, before he directed such films as If and O Lucky Man, Lindsay Anderson directed a short film about the daily activities of the Covent Garden market called Every Day Except Christmas. It shows 12 hours in the life of the market and market people, now long gone from the area, but it also reflects three centuries of tradition in the operation of the daily fruit and vegetable market. Alfred Hitchcocks 1972 film, Frenzy, likewise takes place amongst the pubs and fruit markets of Covent Garden. The serial sex killer in Frenzy is a local fruit vendor, and the film features several blackly comic moments suggesting a metaphorical correlation between the consumption of food and the act of rape-murder. Hitchcock was the son of a Covent Garden merchant and grew up in the area; and so, the film was partly conceived (and marketed) as a semi-nostalgic return to the neighbourhood of the directors childhood. Supermodel Naomi Campbell was also discovered by a model scout at the age of 15 whilst walking through the streets of Covent Garden.