Developing and maintaining trust at work Essay

Developing and maintaining trust at work is essential for structure and balance within the working environment and for a business to be successful in its chosen fields. Trust is built on the following, respect, honesty, integrity, communication, attitude, approachability, manners and commitment. Trust can be broken down by using a trust model that then incorporates decision-making factors and situational factors. Decision making factors consist of the following: How risk tolerant is the trustee? How well adjusted is he/she? Situational factors consist of the following: How similar are the parties involved? How secure do the parties feel? Does the trustee show concern? Have they shown predictability and integrity? Do the parties have good communication between them? How much power do they have? Confidentiality is important for building and keeping trust in the work place, from senior managers down to the different departments within the business and onto the different workstations on the shop floor. When an employee confides in a person, who is in a position of trust, it is then that persons responsibility to keep and make sure that the information given to them is kept in the strictest confidence unless told otherwise by the trustee. Any breach of this confidentiality will break down trust between the parties involved and do serious damage to any respect that existed between them it would also have an knock on effect through all departments within the organisation and in worse case scenarios it could lead to legal action being carried out. Building the team An example of a group in my place of work is our start of shift meeting between the shift manager/myself the team leader/cell leaders/logistics charge hand/ line leaders from packing and assembly/the maintenance department. The shift manager would then â€Å"chair† the meeting and explain the running of the shift that day i.e. any changeovers, the availability of paper and labels and any quality issues found from the day before by the shift following us in. The manager would then give us our overall meterage figure from the day before. Everyone would then inform the manager of any immediate manning or relevant issues within their departments. All department heads would return to their respected work areas and relay the relevant information to their teams. I myself after having a face to face brief with my manager and my cell leaders would return to my cell and brief my team which (depending on the time in the season ) Consists of four machine operators and two packers of any relevant issues that could affect our cell for that day. I would then take the time to address any problems that immediately would face us i.e. Health and safety in our immediate area and surrounding area, housekeeping issues, machine target speeds and any other problems my operators/packers may have I also then delegate everyone on their individual tasks for that day. When groups are formed they go through different stages before they can become effective and established. The four stages were first recognised by Bruce Tuckman, these stages are Forming/Storming/Norming and Performing.I can recognise and relate to these four stages in my work place. As a team/cell leader my cell consists of four machine operators, which is usually a mix of both permanent and temporary staff. At the start of our busy period/season im given between one and two new temporary machine operators for a period of a fortnight for training they first get introduced to the other members in my cell and start to learn what is expected of them by the company, And what is expected of them by me within the cell this is the Forming stage. Once the operator has met certain standards and requirements and has shown an ability to combat and recognise our biggest enemy which is waste I sign the operator off on my check sheet and then they will be allocated a machine to run on their own within the cell, They will start to become more confident in their own ability and the environment in the cell, I will try and encourage the operator to voice their opinions and concerns regarding decisions I make within the cell, This is the Storming stage. The temporary operator should now be feeling like one of the team and should be hitting their meterage targets and now will be confident to share any ideas they might have with myself and the rest of the team. This is the Norming stage. Everyone in the cell as a whole is hitting their production targets and the temporary operator is feeling established and comfortable of running any machine in the cell and running a machine through break on break cover with another operator without supervision. This is the Performing stage. Tuckman added a fifth stage which is Mourning, This stage does occur in a cell when the team loses a valuable member to another cell and when the temporary operator leaves at the end of the season. It does have a significant effect in my experience on my team’s morale, structure and sometimes even their attitude.

Regional Integration Essay

The Pacific Forum region seeks a region of peace, harmony security, and economic prosperity. The diversity of its peoples seek value, honor in their cultures. The Pacific Region’s objectives include obtaining respect for its governance, sustainable management of its resources and its democratic values. The partnerships with their neighbors, to improve communications and secure a sustainable economy for all are the primary objectives for its members. Established in Bangkok, Thailand on August 8, 1967 the Association of Southeast Nations (ASEAN) was founded by Indonesia, Malaysia, Philippines, Singapore and Thailand. ASEAN is now comprised of 10 members including Brunei, Cambodia, Laos, Myanmar and Vietnam (ASEAN, 2013). An important and landmark agreement that ASEAN entered into was the ASEAN-China Free Trade Agreement. The region in which the ASEAN- China Free Trade Agreement will reach is about 1. 9 billion people. This agreement will surely test not only the members of ASEAN, but China as well. The region in which the ASEAN- China Free Trade Agreement will reach is about 1. 9 billion people. This agreement will surely test not only the members of ASEAN, but China as well (ASEAN, 2013). Positive Influence of the Asean-China Free Trade Agreement January 10, 2010 marked a ten year negotiation with China, when the ASEAN-China Free Trade Area Agreement became effective. Tariff reductions between China and six ASEAN members Malaysia, Brunei, Indonesia, the Philippines, Singapore and Thailand, will experience more than a 90 percent of products with a drop to near zero in both parties’ tariffs. The agreement was established with the idea that ASEAN countries’ natural resources and China’s large market would both benefit (Shamsi, 2010). Countries like Cambodia and Laos will benefit from the ASEAN-China agreement with zero tariffs on over 7000 goods from China, which will benefit these under developed countries tremendously. Less developed countries especially those with no stock market system will welcome this agreement and benefit greatly (Shamsi, 2010). The ASEAN-China Free Trade Agreement is China’s first free trade agreement and the first negotiated agreement ASEAN has been involved in with another country. The importance of this agreement will be seen when ASEAN nations being to use China’s currency Yuan. This can drive China’s Yuan to become a major global trading currency. This agreement is important in the movement for the regional economic environment (Shamsi, 2010). Negative Impact of the ASEAN-China Free Trade Agreement The economic head of ASEAN is Indonesia. The idea of the ASEAN-China Free Trade Agreement is not beneficial to ASEAN countries and should be re-considered. Indonesia has pointed out that the economy of China has recently increased and become powerful in global terms. The exemption from custom duties for Chinese goods ill challenges the local business survival with an influx of less expensive Chinese goods (Shamsi, 2010). Bankruptcy is a real possibility for industrial areas in the small and medium sized zones according to the chairman of the Indonesian Young Entrepreneurs Association. The automotive industry in Malaysia is also wary of this agreement in that the impact on local auto industries could be hit hard. The view from many ASEAN members is that the agreement much more benefits China than the ASEAN countries. China in size alone has a large market for domestic consumption and ability to export on a grander scale than that of ASEAN countries (Shamsi, 2010). The overall feelings in most ASEAN countries are that of mixes feelings, but mostly worry concerning the agreement. The population of China with 1. 3 billion people compared to the 600 million combined of ASEAN region is notable differences in terms of markets. The concept that took ten years to come to light, seems that with the changes seen in the economy of China, that the agreement still has the same fruitful benefits initially anticipated (Shamsi, 2010).

HUM 102 Week 1 Individual Assignment Humanities Today Paper Essay

When learning about people and their cultures, it becomes inevitably to recognize how people are the result of their traditions, their stories, their ideas, and their words. It also becomes necessarily to learn about how people from past generations created the world they lived in and how this world made them the way they were. Learning about humanities is more than studying about past cultures. Each generation leaves a creative legacy, the sum of its ideas and achievements. This legacy represents the response to the effort to ensure individual and collective survival, the need to establish ways of  living in harmony with others, and the desire to understand everyone’s place in the universe (Fiero, 2011). The study of Humanities is the study of the people and how they learn and documented their human experiences through art, music, architecture, philosophy, and literature. Defining Humanities â€Å"The humanities are academic disciplines that study the human condition, using methods that are primarily analytical, critical, or speculative, as distinguished from the mainly empirical approaches of the natural sciences† (University of South Florida, 2014). The primary definition of the singular form â€Å"humanity† refers to being â€Å"humane† that  means civilized and well-educated. Humane people recognize and practice concepts like â€Å"hospitality† and â€Å"justice†, even though its definition may vary in different places. The word â€Å"humanity† also refers to the â€Å"human race†. Using the word â€Å"humanities† it usually refers to the field of study within university settings, a group of subjects scholars study, discuss and debate including history, music, art, languages, philosophy, religion, and literature. (Behling, 2012) There are qualities that distinguish the humanities from other modes of human inquiry and expression. The humanities engage in critical evaluation of visual, literary, communication and performing arts. In other words, the humanities critically analyze the human experiences HUMANITIES TODAY 3 across cultures that engage all modes of understanding such as intellectual, imaginative, and emotional. The study of humanities goes beyond just practicing the arts. It is the intense analysis of the art and its outcomes as well as how the imagination, emotions, and uncertainty affect the human being. The humanities explore the relationship between the insubstantial and hidden meanings. It provides expression to all forms of human experience using all modes of understanding. The humanities capture the idea that is not just to study the arts but to engage with other modes of understanding including rational, intellectual, and critical mode as learned from social sciences. The humanities understand the role of individuals in exploring the human conditions. It reflects on the form and the content of all modes of expression including language, visual, auditory, or tactile. The study of humanities attends to the aspects of human experience that cannot be measured. For instance, when learning a new language. The humanities recognize the general patterns of literature, linguistic, visual and performing arts throughout history. It also constructs and evaluates oral and written discussions in a logical form. The Current Developments in Politics, Socioeconomics, and Technology The arts, music, architecture, philosophy, and literature, are some of the disciplines of the humanities. These disciplines offer models and methods for addressing dilemmas and acknowledging ambiguity. They can help individuals face the tension between their concerns; promote informed discussions of conflicts; and place current issues in historical perspective. These disciplines of humanity give voice and artistic shape to experience, balancing passion and rationality while exploring issues of morality and value. The study of humanities provides the HUMANITIES TODAY 4 scenario in which expressions, interpretations, and experiences can be recognized in areas explored by shared interests (The Ohio Humanities Council, 2015). The visual arts employ a wide variety of media, ranging from traditional colors used in painting, to wood, clay, marble, plastic and neon used in sculptures, to digital media, including photography and film. The form of the art work depends on the manner in which the artist manipulates the elements of color, line, texture, and space. Artists manipulate form to describe the visible world or to create worlds of fantasy. (Fiero, 2011) There is a strong relationship between the arts and politics. In response to current political events within society, the arts may adopt certain social dimensions focusing on the controversy and on inspiring social changes. For instance, Alexander Pushkin, (who died in 1837 at the age of 37), was a famous Russian writer who used his talent to irritate Russian officials by  composing extremely arrogant and independent material which made fun of major and minor dictators (Wikipedia, 2015). The Arts are a form of expression used to manifest all types of emotions – in earlier and current times. It is a talent inspired by the free spirit of those with the capacity to express it. The major elements of music are melody, rhythm, and harmony. However, while literary and visual texts are usually descriptive, music is almost nonrepresentational: it rarely has meaning beyond sound itself. Dance is the art form made by the human body as a way of expression and performance oriented. (Fiero, 2011) Information collected by the Department of Education of the United States revealed that students involved in band or orchestra during their middle and high school years demonstrated to have higher levels of math proficiency by grade twelve. This data also showed that students who participate in school band have the lowest levels of current and lifelong use of alcohol, tobacco, HUMANITIES TODAY 5 and illicit drugs when compared to other groups within society. (Music Empowers Foundation, 2015) The architecture and its planning are fundamentally based in society. The built  environment affects the everyday actions of the people and their understanding of cultural values, social relations, institutions, and distributions of power. The failure of architects and planners to learn from the stories that are part of the people’s lives and to actually link the community values in their work is at the core of many urban dysfunctions present in current times. (Bartholomew & Locher, 2007) In terms of philosophy, the search for the truth through reasoned analysis, and history make use of prose to analyze and communicate ideas and information. In terms of literature,  content and form are usually interrelated. The subject manner or form of a literary piece determines its genre. For instance, a long narrative poem that recounts the adventures of a hero constitutes an epic while a formal speech in praise of a person or thing constitutes a tribute. (Fiero, 2011) Conclusion The humanities today gives you the capacity to interpret ideas, a greater creativity, the ability to analyze things from different perspectives, the development of a richer understanding of other people’s feelings and experiences as well as human nature, the ability to listen and think,  and how to engage with expressing oneself. HUMANITIES TODAY 6 References Bartholomew, K. & Locher, M. , University of Utah (2007). People & Place: Humanities-based Pedagogy in Architecture and Planning. Retrieved from http://faculty. arch. utah. edu/bartholomew/Bartholomew_Locher. pdf Behling, D. , Huffington Post (2012). On Studying the Humanities: What Does it Mean to be Human? Retrieved from http://www. huffingtonpost. com/david-behling/humanities- majors_b_1569600. html? Fiero, G. , (2011). The Humanistic Tradition, Book 3: The European Renaissance, The Reformation, and The Global Encounter. McGraw-Hill, New York, NY. Music Empowers Foundation (2015). Why Music? Retrieved from http://musicempowersfoundation. org/why-music The Ohio Humanities Council (2015). What Are The Humanities? Retrieved from http://www. units. miamioh. edu/technologyandhumanities/humanitiesdefinition. htm University of South Florida. College of Arts and Sciences (2014). What is Humanities? Retrieved from http://humanities. usf. edu/undergraduate/ba/ Wikipedia, the Free Encyclopedia (2015). The Arts and Politics. Retrieved from http://en. wikipedia. org/wiki/The_arts_and_politics.

International business Essay Example | Topics and Well Written Essays - 1500 words - 4

International business - Essay Example To Black Well (UK) to effectively penetrate the business, a proposed entry strategy will be provided in the study. For the last part of the study, the impact of cultural and ethical factors in shaping the involvement of Black Well will be tackled. Prior to conclusion, recommendation on how Black Well should standardise its marketing mix within Holland’s floricultural industry will be provided. The strong support of Holland government in the development of floricultural activities is an important success factor. As a way of encouraging floricultural breeders to develop new variety of plants, the government protects them under the intellectual property rights to enable them to generate more income out of exclusively selling a specific plant variety (Ministry of Agriculture, Nature and Food Quality, 2008). Aside from protecting the players within the industry, Holland government also supports the development of more effective greenhouses by sponsoring the trials of newly innovated greenhouse that enables the growers to make use of surplus heat during summer which will be consumed as heat during winter or convert the heat into electricity (Alter, 2006). Since there is significantly large number of players within the Holland’s floricultural industry, the business players within the industry are experiencing tight competition in both domestic and international markets. For this reason, each business player need to pay close attention on having a tight quality control over cut and potted flowers to enable them to maintain a close business relationship with its domestic and global distributors and regular customers. Aside from giving importance with the tight quality control on horticultural production, each business player within the industry also need to continuously innovate new technology that will enable them to effectively produce their specialized floral species with less operational cost. (Ministry of Agriculture, Nature and

Operation managment exam(singapore airline case study) Essay

Operation managment exam(singapore airline case study) - Essay Example Singapore Airlines take both the complaints and the compliments seriously. The Vice President is entrusted with the responsibility to address customer feedbacks. Every article, coming from the passengers, is given due importance and is followed up with proper investigation. The lessons learnt from the complaints are properly executed to remove the loopholes and to enhance the service. The complaint management cell ensures that the problems are properly identified and corrected, and ascertains that such situations are not repeated (Johnston, 2001). Singapore Airlines brings into view the problems and the mistakes so that they are not repeated by the same person, not even by others working within the organisation. This action stems from the realisation that operational process progresses at a faster rate when one learns from others mistakes rather than restricting oneself to his/ her own mistakes. Not only the complaints, but the compliments are also taken seriously. The organisation e nsures that the success too is equally shared among the employees. This not only keeps the employees motivated but also helps other people to learn from the successful incidents. These incidents help the organisation to excel in its service. Improving processes, redesigning jobs, improving quality, increasing staff are some of tasks that the management performs to enhance the entire feel of the services offered. However, many organisations are of the opinion that such services result in high cost, on the contrary such processes minimise the total cost thereby enhancing the total revenue. Researches show that good complaint management processes has led to the enhancement of the financial performance (Johnston, 2001). Another significant effort that requires special mention is its endeavour to offer immediate attention to the arising issues. In Singapore Airlines, if any problem occurs on board, the crew present tries to

Jim Sharpe Essay Example | Topics and Well Written Essays - 500 words

Jim Sharpe - Essay Example He has to find a business within the time period he has given himself. And finally time has to quickly adapt to this new role of his. He has to keep pace with the dynamics of the situation and keep increasing his learning curve. Sharpe is falling short of the capital required to make the deal. Thus he is going for a leveraged buyout. The upside of this way of transacting is the availability of liquidity and flipping. However, the second benefit is cut by the original owner. In case the business does not go well, Tim will be in whole lot of mess. The biggest culture change that he will experience is the unionized environment of his acquired company. Whereas previously in which ever company he has worked in there was zero tolerance for unionization. But in this company the previous owner has received quiet serious blows from the activities of the union. Tim is in a very tough situation and he needs the commitment of his employees to execute is turnaround strategy. If they do not comply with his orders than he would have much to lose as compared to his workers. If Press Alloy had been a subsidiary of large corporations than in it current situation, it would have been decide by the corporate CIO to put it out for divestitures or liquidate it. Tim might have received a comparatively lower price, because the people who are dissecting Press Alloy from the parent company are not looking to sell it at a profit. These people are happy with whatever they can muster. Their focus is to minimize the parent company’s losses arising due to Press Alloy’s unprofitable operations. The corporate guy responsible for the deal would have a minimum price to extract, whereas the original entrepreneur would be pricing the company according to the company’s earning potential, thereby shifting the paradigm of the entire negotiation

Analyze and develop BeautyWhen the dancer is the self Essay - 1

Analyze and develop BeautyWhen the dancer is the self - Essay Example Jamaica Kincaid agrees with this definition in the essay, â€Å"On Seeing England for the First Time.† She understands that people cannot force the minority to see what beauty means for them, for beauty only means two things- autonomy and freedom. I relate these essays to my personal struggles in defining beauty. I found my beauty in a single moment of bliss, that moment when beauty merges with the self-made â€Å"self.† Beauty resounds with numerous, sometimes conflicting, definitions, but when connected to inner beauty, it becomes a process of self-actualization. In the essay where I discussed â€Å"Beauty: When the Dancer Is the Self† by Alice Walker, I realized the connection between beauty and self-esteem. Walker only discovers her beauty when she realizes that the world, in other words, her dreams, are in her eyes. Beauty is not outside for the society to confirm; it comes from within, from self-validation. She only needs to find her beauty inside, and when she did, she discovered not only beauty, but her identity. In the essay for â€Å"On Seeing England for the First Time† by Jamaica Kincaid, she cannot understand how people see England with extreme positivity. England stands for their conqueror and their conqueror will annihilate their cultural identity. This awareness underscores that beauty is in the identity that people must fight for. If it dies, everything else dies. Beau ty cannot come from the outside. It must be discovered and honed from within, so that the outside world will see and appreciate it. The relationship between the â€Å"self† and beauty cannot be described without being conscious of one’s weaknesses and strengths. For a long time, Walker only finds her weaknesses as the defining roots of her identity. Identity paves the way for destiny. If she is ugly, then her future must be ugly as well. Her perspective changes, when she finds her â€Å"self† in

Weighted-average cost of capital and capital structure Essay

Weighted-average cost of capital and capital structure - Essay Example These days the world community is fast coming to terms with the recessionary trends in almost all sectors. The corporate world is under severe pressure to cut costs and do justice with the existing workforce.On the one hand companies are trying to gain valuable support from the respective governments; while on the other hand, all efforts are being made to do away with undue expenditures, and making the capital structure optimal in efficiency. Weighted Average Cost of Capital (WACC) is a fundamental approach towards making the capital structure the most advantageous for the company. No doubt companies might have undertaken such exercise many a times in the past, but the manner in which the industry is experiencing the pressure in today's context, makes it all the more necessary for the companies to have a relook at some of the policies and procedures for calculating the WACC. Therefore, this study is an effort to analyze the procedures adopted for calculating the weighted average cost and how companies make use of such calculations in arriving at sound financial decisions for their investment plans.Managers are supposed to make strategic moves on the basis of both external and internal analysis. They have to control costs and manage money for the ongoing operations as well as for the futuristic investments. This could be in the form of preparing or reviewing budgets, expense reports, or travel authorizations. It may be cash management or sales management. For financial management, markets and environments are assessed. Internally, operating and financial capabilities of the company/ organization are analyzed by using the hard facts, i.e. the financial statements, budgets etc. Investment decisions happen to be quite crucial for a company and its business operations. Entrepreneurs often face the dilemma of adopting one type of capital structure as compared with alternatives available. There are a number of stakeholders involved in a business proposition. Besides the financial resources, the enterprise requires the support of human capital, intellectual capital, relationship capital etc. (Fletcher et al, 2003). While the efforts for optimizing other types of capital requires more of intellectual capital and internal control, the financial decisions for the company require a sound understanding of the fiscal position prevailing within the country/ region, the market position and the strategies being adopted by the competitive companies. The Weighted Average Cost of Capital therefore proves to be a handy tool in dealing with the financial decision and finding out the rate of returns that the company can expect in due course. The long term planning decisions ta ken with the help of WACC can also be reviewed during the course of operations, if it is found out that the actual figures are widely at variance with the expected rates of returns. The calculations of weighted average cost of capital involves according proportionate weight to each category of capital sources like, common stock, preferred stock, bonds and any other long-term debt1. Managerial economics demands analysis of current and actual costs. In the cost-benefit analysis opportunity cost also emphasizes the role of judgment. Computerized calculation can be done while analyzing the financial details of one's own company,

Employee Privacy Rights in the Workplace Essay Example | Topics and Well Written Essays - 2000 words

Employee Privacy Rights in the Workplace - Essay Example Many employees stealing from companies send the purloined data to their personal e-mail account held at home or on the web. 21 percent burned the information onto CDs." Due to these technological security issues, employers feel the need and have the capability to monitor their employees. E-mails, voice mails, the Internet, telephones, computers, etc. can be use for unregulated monitoring. Employees say this is an invasion of their privacy. Companies say this is a protection of their assets. The law is not clear on whether companies are invading employees' privacy rights regarding information technology so policies must be set and employees must be informed on what is considered to be an invasion of company confidentiality or employee privacy rights. In cases of lawsuits and investigations of regulations, instant messages and e-mail messages are used as the main source of evidence. However, according to the 2004 Workplace E-mail and Instant Messaging Survey, "employers remain largely ill-prepared to manage e-mail and instant messaging risks." It is still not common for businesses to have policies set regarding information technology. Studies have found that 35 percent of companies have any policies set in place and a mere six percent of businesses save electronic business records. However, among those businesses that do "The failure to properly retain e-mail and IM reflects employers' failure to educate employees about e-mail and IM risks, rules, and policies. The fact that 37% of respondents either do not know or are unsure about the difference between an electronic business record that must be retained, versus an insignificant message that may be deleted, suggests that employers are dropping the ball when it comes to effectively managing e-mail and IM use." Company data is not the only thing that is at risk when policies are not in place and implemented. Employee bank account information, social security numbers, contact information, and other confidential information should also be a responsibility of the company's. Grifing (2006) lists that "8,500 FedEx employees had their W-2 forms and salaries inadvertently exposed" and that is regarding just one company alone. Companies can now collect employee genetic information in order to read further into the employees to determine whether or not he or she will perform well on a job and other information. Gahtan (1997) reports, "Employers may also find that they could be held liable for e-mail or Internet-related activities of their employees. In most cases, employee e-mail or Usenet postings carry the employer's name or trade mark as part of the employee's e-mail address. Defamatory, political or religious statements sent outside the company by employees may therefore be attributed to the emp loyer." Employers also have an obligation to provide a work environment free of discrimination and harassment. Inappropriate material circulated internally can create a problem. A subsidiary Employee Privacy Rights 4 of Chevron Corporation settled a

The Chinese Miracle Essay Example for Free

The Chinese Miracle Essay Many developing countries have sought rapid and sustained economic growth, but few have encountered China’s success. What are the key explanatory factors accounting for the so-called â€Å"Chinese miracle† of the past three decades? Introduction The landscape and the economy of China has extremely changed and developed for thirty years. The â€Å"Chinese miracle† as we called is a really interesting topic such no one country had known a lightning economic ascent as China. Several factors explain that rise to power but I think it is better to talk about almost entirely a few of them instead of name ten factors and develop them during only some sentences. That’s why I have chosen to develop three elements for this essay which are, in my opinion, the main key factors explaining the potential ascension of the Chinese economy of the past three decades. Of course, for this subject, we have to talk about the Reform and Opening up of 1978 without which China would not be the second world economic power nowadays. Given that it is an essay of a few pages, I will develop a few aspects and not all the elements of this economic reforms’ program. China’s Reform and Opening up In 1978, thanks to Deng Xiaoping who led the Communist Party of China, China knew the world’s biggest economic reform of the nineteenth century. This reform is the most important key factor which can explain the so-called â€Å"Chinese Miracle†. It provides the country an open-minded economy on the world. The reform and opening up took place in two steps. Firstly, in the first ten years from 1978, the reform involved stopping collectivize of agriculture and doing the opposite, the opening up for the foreign investments and to allow businessmen to start up business. Secondly, from the end of 1980s, it entailed privatization of companies and contracting out of a lot state-owned industry. Although state monopolies in sectors such as banking and petroleum remained, the economic reform brought lifting of price controls, protectionist policies and regulations. Thanks to this economic reform which is the largest, foreigners and also overseas Chinese began to invest in China. During the past 30 years, the investment range of overseas Chinese has developed from labor-intensive to capital or technology-intensive industries and has expanded from the hometowns of overseas Chinese to western China via the coastal areas, the inland and central, eventually leading to the all-round opening-up of China. Overseas Chinese businessmen and their enterprises have made a huge contribution to the expansion of Made in China products all over the world. At present, investing in China has become a trend for overseas Chinese. Although statistics are not complete, overseas Chinese and compatriots from Hong Kong and Macao who have found enterprises represent about 70% of the total of overseas-funded enterprises in China. In the past thirty years, they have donated billions of yuan to Chinese public services, to set up thousands of middle and primary schools. They also donated vehicles, medical equipment, motorcycles, nylon cloth, fertilizers, chemical fibers, refrigerators and agricultural machines. The return of many overseas Chinese directly changed the daily lives of ordinary Chinese people at that time by means of televisions, washing machines, sewing machines and radios which were scarce items. When we notice all the capital, the investments and donations which have been brought for three decades by the overseas Chinese and the foreigners, we can say that without the Reform and Opening up which gather a lot of economic reforms, the economy and quality of the life in China would not be what it is now. Population, production costs and way of life in China According to me, ones of the most important factors which can explain the surprising and rapid growth of China are the population in China, the cost of living and the way of life of Chinese people. Although some of countries in Europe enjoyed a fast growth decades ago, no one benefited from a growth with two numerals during several years like China. One of the reasons is the population in China which exceed 1. 300. 000. 000 persons, which means that more than one person out of five on the Earth is Chinese. With the biggest population of the world, it is not surprising that China is one of the biggest economic world-power because the country disposes of a huge workforce. Although having a big population for a country bring it to be a big economic power in the world like the United States, France and Russia, it is not enough for a country to establish itself as the first worldwide producer in a lot of different sectors. Indeed, China can base its economy on its population but especially on its cost of living therefore on the production costs. The cost of living is the biggest known reason of the economic success of China since we had known the globalization because all the production costs for the companies are cheaper than in Europe and the United States. Since our world economy entered in the globalization, almost of the companies from the secondary sector (in contrast with the primary and the tertiary sector) had begun to produce their goods or some pieces of their goods in China. Worldwide companies except non-profit-making organizations and a few ones have as goal to make profits. So, since China has opened its borders to foreign countries to doing business with them three decades ago, multinational but also small and medium-sized firms took advantage of this great opportunity to outsource their factory in order to reduce their production costs substantially and so to make more profits. However, it’s also the way of life, the culture of the Chinese people which contribute to make this kind of large-scaled producing system possible. Chinese people have a different consideration about their job, their work more and they have less leisure time than European people. They work hard, they usually finish their workday at 8 pm and they have fewer days off than in Europe or the United States. They consider the job as emancipating, an opportunity to socially go up. Of course, it is the case for the graduated Chinese who went at school and university and not for the Chinese who work in the toys or textile factories for example. It is easy for Chinese companies or foreign companies like Foxconn to find workforce like this second part of workers whose agree to work more than ten hours per day in hard working conditions without a good salary because they don’t have work in their village and also in order to bring back money at home to pay the school of their children. In my opinion, these three factors mixed together come to one of the most important reason that China imposes itself as regards world economic power. For a few years, China is the factory of the world. Billions of goods come from the factories of China and most of the biggest factories in the world are located there. Nowadays, the result is so that the Chinese industry carries weight in the world economy. China is the first producer of the toys sector, the shoes sector, the textile sector, the household electrical goods and many more thanks to its huge workforce. The monetary policy of China The second key explanatory factor is the monetary policy of the Chinese government. If China was able to establish itself as nowadays the second economic world-power, it is mostly thanks to its substantial exportations. In fact, we can easily understand that the rate of exchange of the Chinese currency, the Yuan or RenMinBi, play an important part to promote or not the exportations of the country. That’s why for several years, the Chinese government has chosen to devaluate its currency in order to boost its exportations which make for China to maintain a strong rhythm of growth. When we look at the recent history of the RenMinBi, we notice that since 21th July 2005, a nearly-fixed parity vis-a-vis the U. S. Dollar was organized. However, starting from that date the authorities decided to index the Yuan to a basket of currencies and a devaluation of 2% of the Yuan was also decided in parallel vis-a-vis the U. S. Dollar. Facing the American pressure, Beijing agreed to revalue the Yuan little by little until it will be again index to the dollar by a fixed parity in 2008. Since 2008, the Yuan has not evolved weighty in the exchange rate market. For three-four years, we see arguments from Europe and the United States about the Yuan’s exchange rate. According to them, Beijing often maintains its currency to a low artificially level. However, not long ago, even if China wants to keep the control of its currency and not to be dictated by Europe, United States or the IMF about the exchange rate of the Yuan, that one was revalued by its government. So, we can notice that the low rate of the Yuan has greatly favored the Chinese companies compared to European and American firms for many years. Today, the Yuan’s rate has already begun to increase in relation to five years ago. Some experts say that the Yuan is undervalued by more than 20%. But even if the Chinese economy is based on the exportations for three decades, the re-value of the RenMinBi will give again some purchasing power for the households, restart the consumption and will bring China to be less dependent on its overseas trade. Conclusion In conclusion, we can notice that the â€Å"Chinese miracle† has been possible for the most part thanks to the Reform and Opening up in 1978. However, this single reform program doesn’t suffice to explain the fast economic growth of China. Factors as the production costs, the huge population of the country, the culture of the work and the devaluation of the Yuan are key factors which have led China to be the second, and first soon, economic world-power. For three decades by means of these mixed factors, China has greatly improved the state of its economy, the quality of the life of its population, its infrastructure, its education system, etc. Moreover, thanks to the Reform and Opening up in 1978, Chinese people became more open-minded of others cultures. They could meet foreigners and started doing business with them. We can also notice that China is indebted to overseas Chinese who has brought a lot for their country with their bountiful donations. However, although the life’s quality of the Chinese people is better than thirty years ago, we don’t have to forget that in China the Gini coefficient is the highest and so the contribution inequalities are the biggest. One of the next challenges of the Chinese government is to watch out for what more Chinese can take advantage of the good health of the economy. Bibliography Websites : * http://www. china. org. cn/china/reform-opening-up/2008-12/19/content_16978369_2. htm * http://www. china. org. cn/china/reform-opening-up/2008-10/15/content_16645211. htm * http://www. china. org. cn/china/reform-opening-up/2008-12/10/content_16926213. htm * http://www. china. org. cn/international/2008-06/20/content_15859984. htm * http://www.china. org. cn/china/reform-opening-up/2008-11/25/content_16822741. htm * http://www. bbc. co. uk/news/world-asia-china-20069627 * http://www. nytimes. com/2012/11/09/opinion/china-should-reform-and-open-up. html * http://www. lefigaro. fr/tauxetdevises/2010/04/10/04004-20100410ARTFIG00642-la-chine-et-les-etats-unis-debattent-du-yuan-. php * http://www. lefigaro. fr/tauxetdevises/2010/09/29/04004-20100929ARTFIG00722-yuan-les-deputes-americains-veulent-sanctionner-la-chine. php * http://www. lefigaro. fr/tauxetdevises/2010/03/30/04004-20100330ARTFIG00772-pekin-se-prepare-a-reevaluer-sa-monnaie-. php * http://www. lefigaro. fr/tauxetdevises/2010/05/19/04004-20100519ARTFIG00599-baisse-de-l-euro-pekin-hesite-a-reevaluer-le-yuan. php * http://www. thedailybeast. com/newsweek/2012/07/08/the-end-of-china-s-economic-miracle. html * http://www. guardian. co. uk/world/2004/nov/08/china. jamesmeek Videos: * http://www. china. org. cn/video/2008-11/27/content_16838090. htm * http://www. youtube. com/watch? v=SSuUM3Abe00.

Over View Of Implementing Benchmarking Program In Company Marketing Essay

Over View Of Implementing Benchmarking Program In Company Marketing Essay Benchmarking is one aspect of performance management that is used to check and analysis the activities and elements of any organization. It is used to search for best practices of any activity that organizations needs to develop. Moreover, it is not an independent technique as it is considered to be a natural progression from the implementation of total quality management. Successful organizations assess themselves against the best in their category and benchmarking is used as tool for doing that. Benchmarking Implementation: In order to implement performance management system in an organization it is important to do a benchmarking. As a senior manager in a telecommunication company (Etisalat) I was requested to by the CEO to do a benchmarking program to improve the performance of the company as it is fallen below target. The performance point that I was requested to check is the customer satisfaction that was fallen below the expected target that was set by the companys management based on the latest survey done on the market and decrease in number of subscribers, who moved their service to the other market competitor. The benchmarking process does not vary significantly with the three categories of partners selected: internal organisations, direct competitors, or non-competitors. Therefore I am going to compare the customer satisfaction in the telecom company with Emirates Airlines. The reason why I choose Emirates Airlines is that it is a very large multi-destination flight company with a very large number of passengers. Etisalat was established in 1976 with a low number of landline subscribers and increased to 100 million subscribers in the world. Emirates Airlines established in 1985 with 260,000 passengers that year. The number of passengers increased dramatically to 27 million till March 2010 and 108 world destinations. That shows how customers with the service provided by Emirates Airlines in a short period and while other big airlines are going bankrupt during the world financial crises. The reason why we should go for benchmarking is to improve methodologies that result in high productivity and lower costs. Benchmarking is particularly helpful in validating proposals for change. Moreover, it often results in creative imitation and the adoption of new practices that overcome previous industry barriers. Furthermore, this search for diversity and for innovative breakthroughs applied. There are eight steps in order to do a benchmarking are: Select the subject. Forming the team and the project road map. Performance indicators and drivers. Selecting partner. Data collection. Analysis. Integration and action. Benchmarking process: Select the subject Based on the point highlighted by Etisalats CEO, there is a problem in the customers satisfaction that was targeted this year. Customer satisfaction is a measure of how products and services supplied by a company meet customer expectation Based on the market survey and problem investigation, we found that problem is due to the following: Quality of service. Customer support. Incident handling. Productivity. Pricing. After investigation and looking at the problem from another angle, we found the reason beyond losing customers satisfaction is concentrating on the development projects and reducing the operational costs in order not to lower down the impact of the world financial crises and compete with the competitor (du) from productivity point of view. In order to solve the problem of losing customer satisfaction, a movement has to be done in order to provide more qualitative after sale service and that can be done by spending more on developing the operational processes and spending more on operations as well as the employees as employees satisfaction is the key towards customers satisfaction. Moreover I am going to concentrate on Etisalat customers satisfaction in the UAE only. Forming the team and the project road map A team needs to be formed and a project road map developed. These are integral activities in the subject selection step. The team that I created includes 5 members are experts and represent the various functions affected by the project. The teams composed of staff personnel who are capable of setting recommendations that meet significant resistance during implementation. Each team member will work on studying the each of the below causes, visit the related sections, highlight the drawbacks and set recommendations for: Quality of service. Customer support. Incident handling. Productivity. Pricing. And I am going to follow-up and manage this project as a team leader. Performance indicators and drivers This part begins with the documentation of processes and practices associated with the subject. The primary goal is to identify the vital few performance indicators that confirm superior performance and to identify those processes and practices that drive performance. This search for cause and effect will be followed by the identification and documentation of internal process variables and attributes. That is a major part that each of the team members will have to take an ownership in order to study each of the processes practices and complete its documentations. Selecting partner The selection of partners often involves the use of external data and information sources. Partners fall into two general categories: other internal units and external organisations. External organisations may include direct competitors; Industry peers that serve a different market; Companies that serve the same market in a related but different industry; Organisations outside my industry that performs similar functions. As I mentioned above, I decided to choose Emirates Airlines, an organization outside telecom industry and serve the same market. Moreover, Emirates has great initiatives to develop its services that are provided to the passengers. Therefore, Emirates Airlines is almost receiving a yearly awards for its services such as best airline from Business Traveller Middle East Awards 2009, Best In-flight Entertainment from Skytrax Airline Excellence Awards 2009, Outstanding Food Service by a Carrier Middle East 2009 from Pax International Magazine Readership Awards, etc. Data collection Data collection can be the most difficult step in the Benchmarking process. The primary objective is to gather information and data to confirm superior performance and to uncover best practices without burdening the partners with long, time-consuming data collection methods. Although data and information are collected in establishing baseline measures and in selecting partners, the majority of the data for most projects are collected in this step. The following table shows a summarized comparison between the points that lower down the customers satisfaction of Etisalat and compare it with Emirates Airlines. Etisalat Emirates Airlines Quality of service Medium High Customer support Low High Incident handling Low High Productivity High High with value added services Pricing Average High Advertisement High for newly released products High Promotions On going On sessions Loyalty program Available Available CRM Low Medium Analysis The objective of the analysis step is to identify the best performing organisation and to determine the reasons for the superior performance. The performance indicators define the benchmark standard and the gaps in performance for each participant. The processes and practices of the best organisation are the benchmark performance drivers that each partner will try to creatively imitate. Identifying this cause and effect relationship between performance drivers and the resultant measures is the most challenging part of benchmarking. When we look at the above comparison table in the data collection part, we can find that there are some differences in the services provided by the two organizations. If we start with the quality of service, we can find that Etisalat is providing medium quality of service. For example, for the old and stable services like mobile service and internet the quality is very good, but if we look at latest services like eLife the quality is very low. While in Emirates Airlines, it is always high even for new destinations. Customers support and incident handling in Etisalat is very low as the customers whenever they want to raise a complaint or have inquiry, mostly they will be forwarded from a section to another or from a call centre number to another without having a single point of contact. Moreover, whenever you dial the call center, you have to wait on the phone for more than 10 minutes till someone pick the phone and register your complaint that if it is required advance troubleshooting, the case will not be solved in less than one day and may continue for a month. On the other hand, Emirates Airlines representatives will answer your inquiries clearly and are very helpful to handle your complaints with ownership. The productivity in Etisalat is very high, however due shortage in advertisement and products information sharing for all the products, most of the products are messed by the customers and even the employees. Moreover, the advertisement done by Etisalat is only for the newly released products. However for Emirates Airlines, it is high as the customers is always loyal to the airline and may keep it as the first choice for travel anywhere and he is always expected to have more value added services in flight entertainment. The prices of Etisalat product are average compared to the quality of service provided to the customers, but the customers will always see it high as the after sale services are low. The prices of Emirates Airlines are high, but the service the passenger is receiving before, during and after the flight is high. The Customer Relationship Management (CRM) in Etisalat is very low and only done by sending updates to all customers through email and SMS for the new products. On the other, Emirates Airlines are send a monthly newsletter to all their customers by email, normal postage, to keep them updated with all the changes, offers and new destinations. Sometimes, they are requested to provide a quick feedback on a questionnaire. Integration and action The objectives of the integration and action steps are to obtain organisation buy-in, initiate projects to close gaps and implement plans developed in these projects. So based on the analyses done above the organization has to rectify the problems that leads to losing customers satisfaction. Some of the recommended suggestions are: 1. Encourage Face-to-Face Dealings 2. Respond to Messages Promptly Keep Your Clients Informed 3. Be Friendly and Approachable 4. Have a Clearly Defined Customer Service Policy 5. Attention to Detail 6. Anticipate Your Clients Needs 7. Honor your Promises To be effective, Benchmarking works best in an environment in which teamwork and management support is evident. Teams need to focus on results as measured by performance indicators, but the organisation must change the performance drivers to achieve benchmark standards. Target setting alone, without changes in the organisation culture, other structural factors, processes, and practices, can only bring temporary relief.

Todays Fashion Ltd.

Todays Fashion Ltd. Q1: Job analysis conducted by Mary for Todays Fashion ltd is inefficient. This is because a typical analysis of any job requires a combination of more than one method and/or approach in analyzing tasks to arrive at quality outcome. Employing a sngle method in analyzing any given tasks requirements in most instances brings inaccurate results owing to the perceived weaknesses of such a method. Such weaknesses have a dire impact on task and skills analysis procedures. Additionally, job analysis should be carried out by a professional with relevant specialization in hiring/recruitment procedures in order to ensure credible results of the entire analysis. As evidenced from the case study, Mary who is the pacific region sale manager has no formal education on job analysis or in particular personnel management training. Any job analysis carried by individuals with no formal training is likely to be inefficient. Training is paramount to the quality of output for any given task and/or activit y. Therefore, Marys experience alone does not qualify her to institute effective job analysis schedule. The method used by Mary is appropriate. However, the weakness of the overall analysis is brought by relying on one method to come up with the analysis. Additionally, relying on experience may be subjective and thus may not actually reflect the task requirements. Nevertheless, there are various strengths of the sales manager efforts. First, during the interviews, the interviewer can effectively describe himself to the people he is interviewing compared to other methods like questionnaires. Proper description of the task requirements will enable the interviewer to come up with proper conclusions regarding the job analysis. Interviews will help the interviewers to clarify issues which are not clear to the people being interviewed. Clarification of issues will enable the people being interviewed to give reliable answers to the interviewer. Also, interviews allow immediate response and interaction environment between the recruit and the employer, as compared to other methods like questionnaires. This boosts firms effort in driving needed conclusions for job analysis Just-in-Time. Interviews are also useful for complex questions that require intensive discussion which could not have otherwise be achieved through other method of job analysis. Interviews may also be modified to gather extra information needed to make conclusions as compared to other methods such as online recruiting which are static. However, Marys efforts have various weaknesses. First, interviews may lead to biased conclusions as the outcome of the entire procedure is pegged on subjective opinions such first-impression effects of the interviewer. Biased conclusion may affect the companys efficiency in selection and recruitment of human resources if the selection is based on the biased job analysis. Additionally, interviewing as well as employee skill scrutiny requires an interviewer with relevant skills and relevance for quality results, which Mary is devoid of. Therefore, the efforts employed by the sales manager may not yield the desired results. Moreover, interviews are time consuming and expensive. Also due to the large size of Todays fashions, interview carried out on the sample outlet may not represent the views of the 35 outlets that Mary is managing. Q2: Some of the factors that Mary ought to considered with more weight to improve her job analysis includes the frequency of specific tasks, skills, complexity and efforts exerted in performing various falling the assistant managers position, so as to effectively evaluate the competence and skills to sought during hiring. Also, in order to improver the quality of her analysis, Mary should consider the environment and job market dynamics in which the business is operating. Environment in most instances has a major impact on requirements in carrying out a given task. Work environment may include such as aggressive and hostile customers and extreme temperaments, among others. Consideration of work environment by the sales manager in job analysis for Todays fashion is crucial as it will help select store managers with good customer relations skills. Valuable customer relation is necessary for todays fashion ltd because some customers are aggressive and hostile, and therefore dealing with these types of customers requires high level of customer relations capacity. To improve the quality of analysis, Mary should also consider the equipment and tools needed to perform various tasks. For instance, if the stores records are to be maintained using a computerized system, the selection should include a manager with relevant information technology skills. Additionally, the sales manager should consider organization culture and strategy to improve her quality of analysis. An analysis that is consistent with the culture and laid down procedures usually yields positive returns for any given firm. Q3: Job description and specification prepared by Mary does not appear to be thorough. This is because the description fails to substantively spell out the role of the assistant manager in a given store department. An assistant manager has a significant degree of authority in making strategic decisions on store departmental issues under delegated authority from general stores manager. Additionally, under job specification, to effectively manage human capital in a given store Mary ought to posses some level of management skills. This is because the efficiency of management is directly proportional to the companys profitability and/or performance. In my opinion, the job specification and description criterion outlined by Mary does not form a substantive ground to form a basis of new selection criteria. This is because of the loopholes noted in the specification and job description schedule. For instance, the qualifications desired for the assistant store manager are inadequate, and no consideration has been made to include authority issues and duties scope. The documents prepared by Mary will work against firms goal attainment standards if sued for discrimination in recruitment of employees. This is because she restricts appointment to the people who have previously worked with the Todays fashion to some degree.

Broadway Tavern Customer Satisfaction :: Marketing Management

Table of Contents Abstract†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦4 CHAPTER1†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.5   Ã‚  Ã‚  Ã‚  Ã‚  Description of the Problem†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..5   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Statement of Purpose†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..5   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Setting of the Problem†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.5   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  History and Background of the Problem†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦6   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Scope of the Project†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.7   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Importance of the Project†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦7 CHAPTER 2†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦8   Ã‚  Ã‚  Ã‚  Ã‚  Literature Review†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..8 CHAPTER 3†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦10   Ã‚  Ã‚  Ã‚  Ã‚  Research Strategy and Data Collection Plan†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦10   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Summary of Chapter 1 and 2†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.10   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Research Strategy†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦10   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Data Collection Plan†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦11 CHAPTER 4†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦14   Ã‚  Ã‚  Ã‚  Ã‚  Result, Conclusion, and Recommendation†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..14   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Summary of Chapter 1,2, and 3†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦...14   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Summary of Results†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦...14   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Conclusions†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.15   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Recommendation†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦...15   Ã‚  Ã‚  Ã‚  Ã‚  References†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦...16 Appendix A - Survey Instrument†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦17 Abstract Customer Satisfaction is a crucial part of a successful business and can make or break a business. Customer satisfaction in the tavern business is an important element, if you do not meet the needs of your customers they will gladly go to another tavern or bar. The tavern business is unpredictable whereas when times are good, people are going to party and drink. On the other hand, when times are bad, people are going to drink out of anger or depression. So providing great customer service is a must. A tavern isn't like the power company where you only have one choice; there are numerous bars to choose from. The purpose of this project is to see if the customers who patronize the Broadway Tavern are satisfied with the customer service which they receive. In my research strategy in completing my project had one primary objective, my customers such as gender, age, and martial status. The secondary objective was to find out if my customers' needs are satisfied. The results of the surveys that my customers at the Broadway Tavern completed show that they are satisfied with the overall service that they receive. Chapter 1 Description of the Problem Statement of Purpose   Ã‚  Ã‚  Ã‚  Ã‚   Customer Satisfaction is a crucial part of a successful business and can make or break the business. Customer satisfaction in the tavern business is an important element, if you do not meet the needs of your customers they will gladly go to another tavern or bar. The tavern business is unpredictable whereas when times are good, people are going to party and drink. On the other hand, when times are bad, people are going to drink out of anger or depression. So providing great customer service is a must. A tavern isn't like the power company where you only have one choice; there are numerous bars to choose from. The purpose of this project is to see if the customers who patronize the Broadway Tavern are satisfied with the customer service that they receive. Setting of the Problem In the Centralia vicinity (Centralia, Wamac, and Central City) within one town and two villages there are approximately twenty different taverns or bars.

Analysis of The Darling, by Anton Chekhov Essay -- The Darling Essays

The story â€Å"The Darling† by Anton Chekhov, illustrates a woman that is lonely, insecure, and lacking wholeness of oneself without a man in her life. This woman, Olenka, nicknamed â€Å"Darling† is compassionate, gentle and sentimental. Olenka is portrayed for being conventional, a woman who is reliant, diligent, and idea less. Although, this story portrays that this woman, known as the Darling needs some sort of male to be emotionally dependant upon, it is as if she is a black widow, she is able to win affection, but without respect. Only able to find happiness through the refection of the beliefs of her lovers, she never evolves within the story. This story, â€Å"The Darling† presents how a woman, named Olenka, the main character, who is also, in this story, known as the darling, has a reliance on others, and for the most lives an empty life. Olenka does not posses any personality of her own; therefore, she only finds happiness in reflecting the belief of her husbands/lovers. Olenka has the need to be fond of someone, and she frequently, fills her empty life through others, but only after having time of lacking wholeness in her self. In the beginning it appears that Olenka is waiting for Mr. Right, but it is really so, that Olenka, is dependant and needs to love and have the love of others. She finds this love, this unconditional love that most look for, in people such as her aunt, the school’s French master, and even her father. Later, Olenka finds herself married to a man, by the name of, Kukin, and Kukin being her first husband. Kukin is someone whom Olenka feels she cannot be without. Olenka sitting lonely on her back porch, night after night, and lost in thought, listened, one evening, to Kukin, the manager of an open-air theater, called the Tivoli, says, â€Å"Again!†. â€Å"It’s going to rain again!† meaning there will be no work. She again on the following evening, listens to him, as he, with a laugh of hysteria, says, â€Å"Well, rain away, then! Flood the garden, drown me!.....† Olenka trying to become part of something and feel as if she has a purpose, would listen to Kukin with silent gravity, and sometimes there would be tears that would fill her eyes. Kukin proposed to Olenka. Afterward marring and getting a closer view of Olenka, he throws his hands up and says, â€Å"You darling!† After seeing her neck and her plump, fine s... ...end proves to this reader that Olenka has never been able to fulfill this need she is looking for, this need to love and to be loved. Voloditchka and Sasha do come back to this place where Olenka is, but with his wife and the mother of his son, to reconcile. In Conclusion, this story portrays a woman who is insecure, lonely, and looking to love and to be loved. This love is something which Olenka searches for in males, both adults, and boys, she thinks she finds this love, in her husbands and, lover. She what she thinks to be love, in her first husband, and then her second, but the third male in her life, her lover, known as Voldichka is there only for his satisfaction. Olenka does get the fulfillment of love needed y Voldichka. Olenka than tries through a boy named Sasha, Voldichka’s son. It is true to this reader that even though Olenka experienced these relationships with these men and the boy, Sasha, she still never found a complete fulfillment in life. Olenka did not experience respect as a woman, but someone who would be there as needed. Olenka never earned respect as most women do, she to this reader only was a filler for others, others of the gender known as male.

Physical Appearance and Status

â€Å"Physical Appearance and Status â€Å" Beauty is in the eye of the beholder, but what the beholder sees and how it is interpreted are shaped by culture’s values. Appearance/ Beauty are social constructions. Appearance derives from status symbols. George Herbert Mead express through theory of significant symbols and language. His theory says symbols are those that arouse in the person expressing them the same kind of response that they are designed to elicit from to whom they are addressed. Society has excessive pride in their interactions with others.Society also has other traits which reflect their culture appearance, narcissism, and social status. Society has views which are built on appearances. This is because of the media’s influence on what Americans view as â€Å"socially acceptable†. Hollywood sets a standard by using celebrities to show off high fashion that trigger the minds of Americans on what they should wear and look like to be accepted. Men are usually viewed as wearing â€Å"masculine† clothing which emphasize the size of upper body musculature, allow freedom of movement, and encourage an illusion of physical power and a look of easy physicality all suggest masculinity.Such appearance of strength and readiness to action serve to create or enhance an aura of aggressiveness and intimidation central to an appearance of masculinity. On the other hand, women have more of a variety of clothing styles all of which reflect back to femininity. Feminine styles of dress display subordinate status through greater restriction of the free movement of the body, greater exposure of the bare skin and an emphasis on sexual characteristics. Along with clothes how a person presents his or herself through body language is also important to achieving a certain appearance.Americans set specific standards that others achieve through clothes and body language (among other things). Even though society may view them as coming from a very patriotic background they are also viewed for being self-centered. Even other countries have picked up on the fact Americans take pride in being narcissistic. In America people also view themselves based on social class. In America there are three social classes: the upper class, the middle class, and the lower class. The upper class is said to have all the wealth and the power. Hollywood has a way of, â€Å"Glamorizing the lives of the wealthy†.The middle class has been viewed in the media as, Not only as unlettered and uncouth but also as less desirable and less moral than other people. This can be seen throughout a variety of Hollywood films and television shows. The upper class (or the rich) are viewed in America has having all of the wealth and the power, while the middle and lower classes are left in the shadow. America’s culture is reflected through what is displayed in the media. Therefore a conclusion can be drawn that Americans base their stereotypes of soci al status off of what is viewed in the media.America uses values inherited from the industrial revolution to view itself as individual, class, or society. The Industrial Revolution created new values in Western society, values that are central to our thinking today. Three things from the Industrial Revolution that directly affected people's values were the creation of the middle class, the urbanization of cities, and the growth of rights for women. The Industrial Revolution was the first time when the middle class appeared. The Industrial Revolution was what made the middle class a recognizable group. The people in the middle class had their goals and shaped their values around them.The major goal of the middle class was to be like the higher or â€Å"old money† class. The shaped their values so that they could achieve this desired position. They strictly enforced manners and rigidity, making sure that all members always acted in the utmost respectful way. Also they tried to make their lives as controllable as possible and because children were the most unpredictable thing they believed strongly in the principle that children should be seen and not heard. The urbanization of cities also had an effect on the values of people. During the Industrial Revolution cities became more and more urban.This shifted people's focus away from country life and more towards city life. People's values were originally based on home life in the country, but as life shifted to the cities values also shifted. Family became less important. People focused more on getting the money because it was there. They also needed to get money to buy things this is how consumerism came about. Consumerism became the most important value to people. Woman also made their position known in society. Women struggled for their rights. They had certain values that they wanted society to accept. The worked hard for suffrage and equality in the work place.These were the values that were forced upon society just by the sheer volume of women supporting them. If not for the Industrial Revolution women would not have known what they were missing and thus would still be living sheltered lives. The industrial Revolution created new values for people that still influence life today. Values created by the Industrial Revolution such as women's suffrage, consumerism, and life styles of the middle class are all things still valued today. The values that are held today will stay with the people because they have been accepted and practiced.Values are not changed that much and as long as people keep living their lives they will be basing them on the same values as long as they are convenient. Works Cited â€Å"81. 02. 06: The Industrial Revolution. † 81. 02. 06: The Industrial Revolution. N. p. , n. d. Web. 03 Mar. 2013. â€Å"Beauty and the Beast: Study on the Relationship between Clothing and Social Status. † Beauty and the Beast: Study on the Relationship between Clothing and Social Status. N. p. , n. d. Web. 03 Mar. 2013. Hurst, Charles E. Social Inequality: Forms, Causes, and Consequences. Boston: Pearson, 2013.Print. Kendall, Diana Elizabeth. Social Problems in a Diverse Society. Boston: Pearson, 2013. Print. Ritzer, George. Contemporary Sociological Theory and Its Classical Roots: The Basics. San Francisco, CA: McGraw Hill Higher Education, 2010. Print ——————————————– [ 1 ]. Kendall, Pg 80. , (2013) [ 2 ]. Ritzer, Pg 59, (2010) [ 3 ]. Social Status. N. p. , n. d. Web. 03 Mar. 2013 [ 4 ]. Social Status. N. p. , n. d. Web. 03 Mar. 2013 [ 5 ]. Hurst, Pg 16. (2013) [ 6 ]. 81. 02. 06: The Industrial Revolution [ 7 ]. 81. 02. 06: The Industrial Revolution

Symbols in Digging by Seamus Heaneypoem

In the poem â€Å"Digging†, Seamus Heaney explores the differences between generations of men in his family through retracing the past. It is a poem of love and respect for the achievements of his father and grandfather as a digger, but at the same time comparing the traditional occupation to his own way of â€Å"digging† as a writer. Heaney expresses a sense of isolation and resemblance he feels toward his family by using significant symbols throughout the poem. In the first stanza, Heaney introduces the readers to his pen, which he is content to hold as he finds a sense of belonging and comfort. The pen is described as a weapon, â€Å"snug as a gun† (2), this gives the impression that the pen fits naturally in his hands and symbolizes a form of protection from the criticisms about his choice of being a writer. His decision creates a form barrier or isolation between Heaney and his father, as implied when Heaney observes his father digging through a window. The plane of glass stands in as a physical separation between father and son, yet it also corresponds to the psychological barrier that built up in their relationship when Heaney decides to follow his dream as a writer. In order to do so, he must break away from the family’s traditional means of earning a living, just like how a spade makes a â€Å"curt cuts/through living roots†(26-27). Even though Heaney chooses not to become a digger, he still finds a sense of resemblance between the two polar occupations. Heaney recognizes that his skill with a pen is compatible to his forefathers’ skill with a spade, as he suggests his pen symbolizes a spade to which he can â€Å"dig with it†(31). Heaney is, in his form of digging, always searching for topics or good materials that can make his pieces unique and meaningful, just like how his grandfather continued â€Å"going down and down for the good turf† as he digs (23-24).

The Twilight Saga 2: New Moon Chapter 14 FAMILY

I COWERED INTO JACOB'S SIDE, MY EYES SCANNING the forest for the other werewolves. When they appeared, striding out from between the trees, they weren't what I was expecting. I'd gotten the image of the wolves stuck in my head. These were just four really big half-naked boys. Again, they reminded me of brothers, quadruplets. Something about the way they moved almost in synchronization to stand across the road from us, the way they all had the same long, round muscles under the same red-brown skin, the same cropped black hair, and the way their expressions altered at exactly the same moment. They started out curious and cautious. When they saw me there, half-hidden beside Jacob, they all became furious in the same second. Sam was still the biggest, though Jacob was getting close to catching up with him. Sam didn't really count as a boy. His face was oldernot in the sense of lines or signs of aging, but in the matunry, the patience of his expression. â€Å"What have you done, Jacob?† he demanded. One of the others, one I didn't recognizeJared or Paulthrust past Sam and spoke before Jacob could defend himself. â€Å"Why can't you just follow the rules, Jacob?† he yelled, throwing his arms in the air. â€Å"What the hell are you thinking? Is she more important than everythingthan the whole tribe? Than the people getting killed?† â€Å"She can help,† Jacob said quietly. â€Å"Help!† the angry boy shouted. His arms begin to quiver. â€Å"Oh, that's likely! I'm sure the leech-lover is just dying to help us out!† â€Å"Don't talk about her like that!† Jacob shouted back, stung by the boy's criticism. A shudder rippled through the other boy, along his shoulders and down his spine. â€Å"Paul! Relax!† Sam commanded. Paul shook his head back and forth, not in defiance, but as though he were trying to concentrate. â€Å"Jeez, Paul,† one of the other boysprobably Jaredmuttered. â€Å"Get a grip.† Paul twisted his head toward Jared, his lips curling back in irritation. Then he shifted his glare in my direction. Jacob took a step to put himself in front of me. That did it. â€Å"Right, protect her!† Paul roared in outrage. Another shudder, a convulsion, heaved through his body. He threw his head back, a real growl tearing from between his teeth. â€Å"Paul!† Sam and Jacob shouted together. Paul seemed to fall forward, vibrating violently. Halfway to the ground, there was a loud ripping noise, and the boy exploded. Dark silver fur blew out from the boy, coalescing into a shape more than five-times his sizea massive, crouched shape, ready to spring. The wolf's muzzle wrinkled back over his teeth, and another growl rolled through his colossal chest. His dark, enraged eyes focused on me. In the same second, Jacob was running across the road straight for the monster. â€Å"Jacob!† I screamed. Mid-stride, a long tremor shivered down Jacob's spine. He leaped forward, diving headfirst into the empty air. With another sharp tearing sound, Jacob exploded, too. He burst out of his skinshreds of black and white cloth blasted up into the air. It happened so quickly that if I'd blinked, I'd have missed the entire transformation. One second it was Jacob diving into the air, and then it was the gigantic, russet brown wolfso enormous that I couldn't make sense of its mass somehow fitting inside Jacobcharging the crouched silver beast. Jacob met the other werewolf's attack head-on. Their angry snarls echoed like thunder off the trees. The black and white scrapsthe remains of Jacob's clothesfluttered to the ground where he'd disappeared. â€Å"Jacob!† I screamed again, staggering forward. â€Å"Stay where you are, Bella,† Sam ordered. It was hard to hear him over the roar of the fighting wolves. They were snapping and tearing at each other, their sharp teeth flashing toward each other's throats. The Jacob-wolf seemed to have the upper handhe was visibly bigger than the other wolf, and it looked like le was stronger, too. He rammed his shoulder against the gray wolf again and again, knocking him back toward the trees. â€Å"Take her to Emily's,† Sam shouted toward the other boys, who were watching the conflict with rapt expressions. Jacob had successfully shoved the gray wolf off the road, and they were disappearing into the forest, though the sound of their snarls was still loud. Sam ran after them, kicking off his shoes on the way. As he darted into the trees, he was quivering from head to toe. The growling and snapping was fading into the distance. Suddenly, the sound cut off and it was very quiet on the road. One of the boys started laughing. I turned to stare at himmy wide eyes felt frozen, like I couldn't even blink them. The boy seemed to be laughing at my expression. â€Å"Well, there's something you don't see every day,† he snickered. His face was vaguely familiarthinner than the others Embry Call. â€Å"I do,† the other boy, Jared, grumbled. â€Å"Every single day.† â€Å"Aw, Paul doesn't lose his temper every day,† Embry disagreed, still grinning. â€Å"Maybe two out of three.† Jared stopped to pick something white up off the ground. He held it up toward Embry; it dangled in limp strips from his hand. â€Å"Totally shredded,† Jared said. â€Å"Billy said this was the last pair he could affordguess Jacob's going barefoot now.† â€Å"This one survived,† Embry said, holding up a white sneaker. â€Å"Jake can hop,† he added with a laugh. Jared started collecting various pieces of fabric from the dirt. â€Å"Get Sam's shoes, will you? All the rest of this is headed for the trash.† Embry grabbed the shoes and then jogged into the trees where Sam had disappeared. He was back in a few seconds with a pair of cut-off jeans draped over his arm. Jared gathered the torn remnants of Jacob's and Paul's clothes and wadded them into a ball. Suddenly, he seemed to remember me. He looked at me carefully, assessing. â€Å"Hey, you're not going to faint or puke or anything?† he demanded. â€Å"I don't think so,† I gasped. â€Å"You don't look so good. Maybe you should sit down.† â€Å"Okay,† I mumbled. For the second time in one morning, I put my head between my knees. â€Å"Jake should have warned us,† Embry complained. â€Å"He shouldn't have brought his girlfriend into this. What did he expect?† â€Å"Well, the wolf's out of the bag now.† Embry sighed. â€Å"Way to go, Jake.† I raised my head to glare at the two boys who seemed to be taking this all so lightly. â€Å"Aren't you worried about them at all?† I demanded. Embry blinked once in surprise â€Å"Worried? Why?† â€Å"They could hurt each other!† Embry and Jared guffawed. â€Å"I hope Paul gets a mouthful of him,† Jared said. â€Å"Teach him a lesson.† I blanched. â€Å"Yeah, right!† Embry disagreed. â€Å"Did you see Jake? Even Sam couldn't have phased on the fly like that. He saw Paul losing it, and it took him, what, half a second to attack? The boy's got a gift.† â€Å"Paul's been fighting longer. I'll bet you ten bucks he leaves a mark.† â€Å"You're on. Jake's a natural. Paul doesn't have a prayer.† They shook hands, grinning. I tried to comfort myself with their lack of concern, but I couldn't drive the brutal image of the fighting werewolves from my head. My stomach churned, sore and empty, my head ached with worry. â€Å"Let's go see Emily. You know she'll have food waiting.† Embry looked down at me. â€Å"Mind giving us a ride?† â€Å"No problem,† I choked. Jared raised one eyebrow. â€Å"Maybe you'd better drive, Embry. She still looks like she might hurl.† â€Å"Good idea. Where are the keys?† Embry asked me. â€Å"Ignition.† Embry opened the passenger-side door. â€Å"In you go,† he said cheerfully, hauling me up from the ground with one hand and stuffing me into my seat. He appraised the available space. â€Å"You'll have to ride in the back,† he told Jared. â€Å"That's fine. I got a weak stomach. I don't want to be in there when she blows.† â€Å"I bet she's tougher than that. She runs with vampires.† â€Å"Five bucks?† Jared asked. â€Å"Done. I feel guilty, taking your money like this.† Embry got in and started the engine while Jared leapt agilely into the bed. As soon as his door was closed, Embry muttered to me, â€Å"Don't throw up, okay? I've only got a ten, and if Paul got his teeth into Jacob† â€Å"Okay,† I whispered. Embry drove us back toward the village. â€Å"Hey, how did Jake get around the injunction anyway?† â€Å"The what?† â€Å"Er, the order. You know, to not spill the beans. How did he tell you about this?† â€Å"Oh, that,† I said, remembering Jacob trying to choke out the truth to me last night. â€Å"He didn't. I guessed right.† Embry pursed his lips, looking surprised. â€Å"Hmm. S'pose that would work.† â€Å"Where are we going?† I asked. â€Å"Emily's house. She's Sam's girlfriend no, fiancee, now, I guess. They'll meet us back there after Sam gives it to them for what just happened. And after Paul and Jake scrounge up some new clothes, if Paul even has any left.† â€Å"Does Emily know about ?† â€Å"Yeah. And hey, don't stare at her. That bugs Sam.† I frowned at him. â€Å"Why would I stare?† Embry looked uncomfortable. â€Å"Like you saw just now, hanging out around werewolves has its risks.† He changed the subject quickly. â€Å"Hey, are you okay about the whole thing with the black-haired bloodsucker in the meadow? It didn't look like he was a friend of yours, but. .† Embry shrugged. â€Å"No, he wasn't my friend.† â€Å"That's good. We didn't want to start anything, break the treaty, you know.† â€Å"Oh, yeah, Jake told me about the treaty once, a long time ago. Why would killing Laurent break the treaty?† â€Å"Laurent,† he repeated, snorting, like he was amused the vampire had had a name. â€Å"Well, we were technically on Cullen turf. We're not allowed to attack any of them, the Cullens, at least, off our landunless they break the treaty first. We didn't know if the black-haired one was a relative of theirs or something. Looked like you knew him.† â€Å"How would they go about breaking the treaty?† â€Å"If they bite a human. Jake wasn't so keen on the idea of letting it go that far.† â€Å"Oh. Um, thanks. I'm glad you didn't wait.† â€Å"Our pleasure.† He sounded like he meant that in a literal sense. Embry drove past the easternmost house on the highway before turning off onto a narrow dirt road. â€Å"Your truck is slow,† he noted. â€Å"Sorry.† At the end of the lane was a tiny house that had once been gray. There was only one narrow window beside the weathered blue door, but the window box under it was filled with bright orange and yellow marigolds, giving the whole place a cheerful look. Embry opened the truck door and inhaled. â€Å"Mmm, Emily's cooking.† Jared jumped out of the back of the truck and headed for the door, but Embry stopped him with one hand on his chest. He looked at me meaningfully, and cleared his throat. â€Å"I don't have my wallet on me,† Jared said. â€Å"That's okay. I won't forget.† They climbed up the one step and entered the house without knocking. I followed timidly after them. The front room, like Billy's house, was mostly kitchen. A young woman with satiny copper skin and long, straight, crow-black hair was standing at the counter by the sink, popping big muffins out of a tin and placing them on a paper plate. For one second, I thought the reason Embry had told me not to stare was because the girl was so beautiful. And then she asked â€Å"You guys hungry?† in a melodic voice, and she turned to face us full on, a smile on half of her face. The right side of her face was scarred from hairline to chin by three thick, red lines, livid in color though they were long healed. One line pulled down the corner of her dark, almond-shaped right eye, another twisted the right side of her mouth into a permanent grimace. Thankful for Embry's warning, I quickly turned my eyes to the muffins in her hands. They smelled wonderfullike fresh blueberries. â€Å"Oh,† Emily said, surprised. â€Å"Who's this?† I looked up, trying to focus on the left half of her face. â€Å"Bella Swan,† Jared told her, shrugging. Apparently, I'd been a topic of conversation before. â€Å"Who else?† â€Å"Leave it to Jacob to find a way around,† Emily murmured. She stared at me, and neither half of her once-beautiful face was friendly. â€Å"So, you're the vampire girl.† I stiffened. â€Å"Yes. Are you the wolf girl?† She laughed, as did Embry and Jared. The left half of her face warmed. â€Å"I guess I am.† She turned to Jared. â€Å"Where's Sam?† â€Å"Bella, er, surprised Paul this morning.† Emily rolled her good eye. â€Å"Ah, Paul,† she sighed. â€Å"Do you think they'll be long? I was just about to start the eggs.† â€Å"Don't worry,† Embry told her. â€Å"If they're late, we won't let anything go to waste.† Emily chuckled, and then opened the refrigerator. â€Å"No doubt,† she agreed. â€Å"Bella, are you hungry? Go ahead and help yourself to a muffin.† â€Å"Thanks.† I took one from the plate and started nibbling around the edges. It was delicious, and it felt good in my tender stomach. Embry picked up his third and shoved it into his mouth whole. â€Å"Save some for your brothers,† Emily chastised him, hitting him on the head with a wooden spoon. The word surprised me, but the others thought nothing of it. â€Å"Pig,† Jared commented. I leaned against the counter and watched the three of them banter like a family. Emily's kitchen was a friendly place, bright with white cupboards and pale wooden floorboards. On the little round table, a cracked blue-and-white china pitcher was overflowing with wildflowers. Embry and Jared seemed entirely at ease here. Emily was mixing a humongous batch of eggs, several dozen, in a big yellow bowl. She had the sleeves of her lavender shirt pushed up, and I could see that the scars extended all the way down her arm to the back of her right hand. Hanging out with werewolves truly did have its risks, just as Embry had said. The front door opened, and Sam stepped through. â€Å"Emily,† he said, and so much love saturated his voice that I felt embarrassed, intrusive, as I watched him cross the room in one stride and take her face in his wide hands. He leaned down and kissed the dark scars on her right cheek before he kissed her lips. â€Å"Hey, none of that,† Jared complained. â€Å"I'm eating.† â€Å"Then shut up and eat,† Sam suggested, kissing Emily's ruined mouth again. â€Å"Ugh,† Embry groaned. This was worse than any romantic movie; this was so real that it sang out loud with joy and life and true love. I put my muffin down and folded my arms across my empty chest. I stared at the flowers, trying to ignore the utter peace of their moment, and the wretched throbbing of my wounds. I was grateful for the distraction when Jacob and Paul came through the door, and then shocked when I saw that they were laughing. While I watched, Paul punched Jacob on the shoulder and Jacob went for a kidney jab in return. They laughed again. They both appeared to be in one piece. Jacob scanned the room, his eyes stopping when he found me leaning, awkward and out of place, against the counter in the far corner of the kitchen. â€Å"Hey, Bells,† he greeted me cheerfully. He grabbed two muffins as he passed the table and came to stand beside me. â€Å"Sorry about before,† he muttered under his breath. â€Å"How are you holding up.'† â€Å"Don't worry, I'm okay. Good muffins.† I picked mine back up and started nibbhrg again. My chest felt better as soon as Jacob was beside me. â€Å"Oh, man!† Jared wailed, interrupting us. I looked up, and he and Embry were examining a fading pink line on Paul's forearm. Embry was grinning, exultant. â€Å"Fifteen dollars,† he crowed. â€Å"Did you do that?† I whispered to Jacob, remembering the bet. â€Å"I barely touched him. He'll be perfect by sundown.† â€Å"By sundown?† I looked at the line on Paul's arm. Odd, but it looked weeks old. â€Å"Wolf thing,† Jacob whispered. I nodded, trying to not look weirded out. â€Å"You okay?† I asked him under my breath. â€Å"Not a scratch on me.† His expression was smug. â€Å"Hey, guys,† Sam said in a loud voice, interrupting all the conversations going on in the small room. Emily was at the stove, scraping the egg mixture around a big skillet, but Sam still had one hand touching the small of her back, an unconscious gesture. â€Å"Jacob has information for us.† Paul looked unsurprised. Jacob must have explained this to him and Sam already. Or they'd just heard his thoughts. â€Å"I know what the redhead wants.† Jacob directed his words toward Jared and Embry. â€Å"That's what I was trying to tell you before.† He kicked the leg of the chair Paul had settled into. â€Å"And?† Jared asked. Jacob's face got serious. â€Å"She is trying to avenge her mateonly it wasn't the black-haired leech we killed. The Cullens got her mate last year, and she's after Bella now.† This wasn't news to me, but I still shivered. Jared, Embry, and Emily stared at me with open-mouthed surprise. â€Å"She's just a girl,† Embry protested. â€Å"I didn't say it made sense. But that's why the bloodsucker's been trying to get past us. She's been heading for Forks.† They continued to stare at me, mouths still hanging open, for a long moment. I ducked my head. â€Å"Excellent,† Jared finally said, a smile beginning to pull up the corners of his mouth. â€Å"We've got bait.† With stunning speed, Jacob yanked a can opener from the counter and launched it at Jared's head. Jared's hand flicked up faster than I would have thought possible, and he snagged the tool just before it hit his face. â€Å"Bellais not bait.† â€Å"You know what I mean,† Jared said, unabashed. â€Å"So we'll be changing oar patterns,† Sam said, ignoring their squabble. â€Å"We'll try leaving a few holes, and see if she falls for it. We'll have to split up, and I don't like that. But if she's really after Bella, she probably won't try to take advantage of our divided numbers.† â€Å"Quit's got to be close to joining us,† Embry murmured. â€Å"Then we'll be able to split evenly.† Everyone looked down. I glanced at Jacob's face, and it was hopeless, like it had been yesterday afternoon, outside his house. No matter how comfortable they seemed to be with their fate, here in this happy kitchen, none of these werewolves wanted the same fate for their friend. â€Å"Well, we won't count on that,† Sam said in a low voice, and then continued at his regular volume. â€Å"Paul, Jared, and Embry will take the outer perimeter, and Jacob and I will take the inner. We'll collapse in when we've got her trapped.† I noticed that Emily didn't particularly like that Sam would be in the smaller grouping. Her worry had me glancing up at Jacob, worrying, too. Sam caught my eye. â€Å"Jacob thinks it would be best if you spent as much time as possible here in La Push. She won't know where to find you so easily, just in case.† â€Å"What about Charlie?† I demanded. â€Å"March Madness is still going,† Jacob said. â€Å"I think Billy and Harry can manage to keep Charlie down here when he's not at work.† â€Å"Wait,† Sam said, holding one hand up. His glance flickered to Emily and then back to me. â€Å"That's what Jacob thinks is best, but you need to decide for yourself. You should weigh the risks of both options very seriously. You saw this morning how easily things can get dangerous here, how quickly they get out of hand. If you choose to stay with us, I can't make any guarantees about your safety.† â€Å"I won't hurt her,† Jacob mumbled, looking down. Sam acted as if he hadn't heard him speak. â€Å"If there was somewhere else you felt safe† I bit my lip. Where could I go that wouldn't put someone else in danger? I recoiled again from the idea of bringing Renee into thispulling her into the circle of the target I wore â€Å"I don't want to lead Victoria anywhere else,† I whispered. Sam nodded. â€Å"That's true. It's better to have her here, where we can end this.† I flinched. I didn't want Jacob or any of the rest of them trying to end Victoria. I glanced at Jake's face; it was relaxed, almost the same as I remembered it from before the onset of the wolf thing, and utterly unconcerned by the idea of hunting vampires. â€Å"You'll be careful, right?† I asked, an audible lump in my throat. The boys burst into loud hoots of amusement. Everyone laughed at meexcept Emily. She met my eyes, and I could suddenly see the symmetry underlying her deformity. Her face was still beautiful, and alive with a concern even more fierce than mine. I had to look away, before the love behind that concern could start me aching again. â€Å"Food's ready,† she announced then, and the strategic conversation was history. The guys hurried to surround the tablewhich looked tiny and in danger of being crushed by themand devoured the buffet-sized pan of eggs Emily placed in their midst in record time. Emily ate leaning against the counter like meavoiding the bedlam at the tableand watched them with affectionate eyes. Her expression clearly stated that this was her family. All in all, it wasn't exactly what I'd been expecting from a pack of werewolves. I spent the day in La Push, the majority of it in Billy's house. He left a message on Charlie's phone and at the station, and Charlie showed up around dinnertime with two pizzas. It was good he brought two larges; Jacob ate one all by himself. I saw Charlie eyeing the two of us suspiciously all night, especially the much-changed Jacob. He asked about the hair; Jacob shrugged and told him it was just more convenient. I knew that as soon as Charlie and I were headed home, Jacob would take offoff to run around as a wolf, as he had done intermittently through the entire day. He and his brothers of sorts kept up a constant watch, looking for some sign of Victoria's return. But since they'd chased her away from the hot springs last nightchased her halfway to Canada, according to Jacobshe'd yet to make another foray. I had no hope at all that she might just give up. I didn't have that kind of luck. Jacob walked me to my truck after dinner and lingered by the window, waiting for Charlie to drive away first. â€Å"Don't be afraid tonight,† Jacob said, while Charlie pretended to be having trouble with his seat belt. â€Å"We'll be out there, watching.† â€Å"I won't worry about myself,† I promised. â€Å"You're silly. Hunting vampires is fun. It's the best part of this whole mess.† I shook my head. â€Å"If I'm silly, then you're dangerously unbalanced.† He chuckled. â€Å"Get some rest, Bella, honey. You look exhausted.† â€Å"I'lltry.† Charlie honked his horn impatiently. â€Å"See you tomorrow,† Jacob said. â€Å"Come down first thing.† â€Å"Iwill.† Charlie followed me home. I paid scant attention to the lights in my rearview mirror. Instead, I wondered where Sam and Jared and Embry and Paul were, out running in the night. I wondered if Jacob had joined them yet. When we got home, I hurried for the stairs, but Charlie was right behind me. â€Å"What's going on, Bella?† he demanded before I could escape. â€Å"I thought Jacob was part of a gang and you two were fighting.† â€Å"We made up.† â€Å"And the gang?† â€Å"I don't knowwho can understand teenage boys? They're a mystery. But I met Sam Uley and his fiancee, Emily. The seemed pretty nice to me.† I shrugged. â€Å"Must have all been a misunderstanding.† His face changed. â€Å"I hadn't heard that he and Emily had made it official. That's nice. Poor girl.† â€Å"Do you know what happened to her?† â€Å"Mauled by a bear, up north, during salmon spawning seasonhorrible accident It was more than a year ago now. I heard Sam was really messed up over it.† â€Å"That's horrible,† I echoed. More than a year ago. I'd bet that meant it had happened when there was just one werewolf in La Push. I shuddered at the thought of how Sam must have felt every time he looked at Emily's face. That night, I lay awake for a long time trying to sort through the day. I worked my way backward through dinner with Billy, Jacob, and C harlie, to the long afternoon in the Blacks' house, waiting anxiously to hear something from Jacob, to Emily's kitchen, to the horror of the werewolf fight, to talking with Jacob on the beach. I thought about what Jacob had said early this morning, about hypocrisy. I thought about that for a long time. I didn't like to think that I was a hypocrite, only what was the point of lying to myself? I curled into a tight ball. No, Edward wasn't a killer. Even in his darker past, he'd never been a murderer of innocents, at least. But what if he had been? What if, during the time I that I'd known him, he'd been just like any other vampire? What if people had been disappearing from the woods, just like now? Would that have kept me away from him? I shook my head sadly. Love is irrational, I reminded myself. The more you loved someone, the less sense anything made. I rolled over and tried to think of something elseand I thought of Jacob and his brothers, out running in the darkness. I fell asleep imagining the wolves, invisible in the night, guarding me from danger. When I dreamed, I stood in the forest again, but I didn't wander. I was holding Emily's scarred hand as we faced into the shadows and waited anxiously for our werewolves to come home.