Performance Management Coursework Example | Topics and Well Written Essays - 4000 words

Performance Management - Coursework Example Various situations have been considered while making the research and a suggestive appraisal form has been framed for implementing in the company. The paper has distinctively two parts. The first part deals with a theoretical review of performance appraisal and the second part deals with alignment of the theories with the practical implications and its effects. The design of the suggested performance appraisal form has been explained in brief. Table of Contents Executive Summary 2 Part 1 – Critical Academic Discussion 6 Performance Management System – A Theoretical Overview 6 360 Degree Appraisal Method 8 The Way 360 Degree Appraisal Differs from the Other Appraisal Systems 9 Advantages of 360 Degree Appraisal 10 Disadvantages of 360 Degree Appraisal Method 11 A Successful 360 Degree Appraisal 12 Part 2 – Client Report 13 About the Company 13 Importance of Performance Management in Healthcare Industry 14 Prerequisites of Performance Management System in Healthcar e Sector 15 Performance Management for Bromley Healthcare 16 Conclusion 21 Self–Learning Analysis 22 References 23 Bibliography 26 Appendix 27 Introduction Performance is completion of assigned task that is measured against the set standards of perfection and cost. A good performance is the one that meets the set standards and caters to a cost effective completion of the task. In context of an organisation, where an employer – employee relationship exists, the performances of the employees are constantly monitored to ensure a timely completion of the tasks which can result in overall success related to the business unit (Pulakos, 2004). Performance management typically relates to the development of human resource of an organisation by appraisal of their performance. The performance management system can be termed as â€Å"Achilles’ heel† of the whole human resource system. The employees employed in an organization need to be enlightened about the objectiv es of the enterprise and an alignment to these objectives on the part of the employees would lead to achievement of the overall success of the company. Implementation of performance management system helps to measure the achievement of organizational strategy (Pulakos, 2004). Elaborately, a performance management system may be defined as a continuous process identifying the performances of the employees, measuring these performances using various methods and tools, developing the downsides of individual performance and finally aligning the same with the organization’s strategic goals (Health Service Executive, n.d.). Performance appraisal is the activity catering to the formation of performance management system as a whole. There are various performance appraisal systems available globally to measure the performance of any individual. A performance management system considers the various strategic planning initiatives of the organization, it follows an ongoing feedback proces s in order to facilitate the employees develop their performance and the whole process is driven by the line managers of the company (Health Service Executive, n.d.). Among the various methods available for appraising the performance of individuals, this paper intends to shed some light on the 360 degree performance appraisal method and its implications within an organization named Bromley Healthcare on practical basis. Part–2 of this paper deals with the implementation of the 360 degree appraisal method, for all

Sixth Amendment Essay Example | Topics and Well Written Essays - 750 words

Sixth Amendment - Essay Example A ruling in a federal court backed the president's powers to confine an American citizen without trial for security purposes or when seen as aiding terrorist attacks, on a closer consideration of the sixth amendment the above action by the president is a gross violation of human rights as stipulated in the bill of rights (Shea, 58). The failure of the state to accord Padilla a speedy trial as allowed in the sixth amendment. Through the due process clause of the fourteenth amendment, which protects the, defendant from delayed trial since the time of indictment to the beginning of the case. The constitution allows a period of six months within which the prosecution should commence trial on all felonies, apart from murder cases; however, Padilla went through unlawful confinement for more than three years this indeed was a violation of the law. Padilla denial of the right to assistance of counsel or any attorney representative, in 2003 Paul.D.Clement then the deputy solicitor general. St ated in court that the accused had no right to a counsel assistance. On his attempt to challenge the president's declaration of him as an enemy combatant. He went on to argue that the laws of war do not recognize the rights of such an individual as in ordinary criminal law:, however, this was a complete contradiction. To the precedents of a similar situation where president Washington. Granted Major John Andre who was a British spymaster also Benedict Arnolds intelligence handler a public trial. According to Abadinsky in his book he stipulates well that going by to the practice of the judicial system an individual should stand trial in the state and district where the crime took place, however, while, in different detention centers, it was unknown where he could stand trial. Padilla went through solitary confinement, sleep deprivation among other inhumane treatments. Padilla faced enhanced interrogation, which also torture by international law. This was a gross violation of civil li berties in the pretext of safeguarding national security (Howard Abadinsky, 129). For the whole time in prison, Padilla faced of with witnesses against him which is not in line with the sixth amendment. Who's clause on confrontation provides the accused with the right of confrontation. To enable him meet with the witnesses face to face for cross examination. Through detention and denial of a speedy and public trial. Padilla did not exercise his right to call his own witness to counter the accusations as provided by the sixth amendment. In the compulsory process clause, which allows defendants. To introduce their own case during the trial, this would have compelled the prosecution to release evidence. For the benefit of Padilla prior to trial creating a fair chance of defense. Such violation in its own stance could qualify for the reversal of any conviction made before the defendant. Though the president claimed to have gained the powers from the congress. Through various resolutions , they become effected when the country is at war; however, it is worth considering that. The so-called war on terror was not war rather it was just a rhetoric. Since the congress is the only chamber that declares war, and it has never done so since world war two. In my own conclusion, it is evident that the unlawful detention of Padilla was a precedent to the abolition of the right to trial

Globalisation and Workplace Diversity

Globalisation and Workplace Diversity The ability to conduct business internationally is an absolute necessity if you hope to remain competitive in todays marketplace. Globalization, has served to stabilize business and financial markets in such a dramatic fashion that many industrialists have yet to reach an understanding of the depth and breadth of the impact it has had on lowering political, financial, and economic volatility. Business globalisation [Def.] refers to a business expanding its sales and their assets over the national boundaries, involving a surge in capital, labour, goods and services. Andrew Jones, 2009, Dictionary of Globalisation, Coca cola is a perfect example, as they have profitably expanded their business in the global consumer market. Coca cola has used various tactics to achieve this. To reduce their production costs, they have established transnational corporations. They have also focused on product branding and positioning, and revised their prices according to the competition. In the past two decades, globalisation has greatly increased. It has had a significant impact on the management of businesses. Globalisation [Def.], as defined by the OECD is The geographic dispersion of industrial and service activities, for example research and development, sourcing of inputs, production and distribution, and the cross-border networking of companies, for example through joint ventures and the sharing of assets (OECD) Globalisation is making the economy of the world increasingly interdependent. This can be seen in the growth of trade, increase in flow of capital and also a boost in Multinational economic activity. For their macroeconomic health, world economies depend on each other. (September 2009, Globalization. Oxford English Dictionary Online ) Glimpse of the Past Globalisation over time Globalisation is not a new phenomenon. In reality, it has slowly and gradually been making its way in the world economy since the dawn of time. Until the recent times its impact has not been visible. The Chief Economist of the World Bank, Nick Stern, divided the expansion of globalisation into three phases: Phase One: initiated in 1870 and ended during the 1920s and 1930s(interwar period), with a descent into global protectionism. This was a time of speedy growth in the international trade. This growth was increased by the economic policies that aimed to liberalise the flow of trade, and also by the rapid development in technology, this reduced the costs, such as of transportation. Phase Two: After the Second World War, the second phase of globalisation was aided by a rise in the world trade and also the reconstruction of the economy. The establishment of new international economic institutions, supported this expansion. In order to promote stability in the monetary system, provide a sound basis for multilateral trade and to help restore economic activity, the International Monetary Fund (IMF) and World Bank were created. Their aim was to promote economic co-operation between nations. Phase Three: The current wave of globalization is demonstrated by a quick rise in the ratio of trade to GDP for many countries and also by a continuous increase in the flow of capital between countries and the trade of goods and services. http://tutor2u.net/economics/revision-notes/a2-macro-globalisation-introduction.html Main Motivations and Drivers for Globalisation Hamish McRae has argued, Business is the main driver of globalization! (Hamish McRae) A large motivator of globalisation is the desire of MNCs to enhance their profits and returns. Globalisation is also driven by the enthusiastic approach that individual national governments have, to take full advantage of the wider macroeconomic and social benefits that are a result of increased trade of goods, services and the rapid increase in the flow of financial capital. The main drivers of globalisation are as follows: Technological change especially in communications technology. Example: UK taking their business and data to India due to cheaper skilled labour. There has been a massive reduction in the cost of transmitting and communication information- this is a huge factor responsible for the growth of trade using internet technology. Quick and low costing transportation it also includes shipping containers also known as ISO containers. This reduction causes the prices of the manufacturers to come down, and make competing with the local manufacturer uncomplicated and trouble-free. The low costs are as a direct result of the advances in transport technology. The speed and reliability of the transport, makes new and developing markets in the grasps of companies all around the globe. Deregulation of global financial markets the abolition of numerous rules and regulations, for instance, rules concerning foreign ownership (removed from UK in the 1800s). Privatisation also took place, as a result businesses were now open to purchase and/or take-over. This allowed businesses in one country to buy those in another. For example, many UK utilities are owned by French and US businesses. Removal of capital exchange controls the opening up of the capital markets facilitates direct foreign investments. It also encourages freer flow of money across the borders. Free trade numerous barriers to trade have either been removed or relaxed because of regional groupings such as the European Union (EU), where as some have been removed by the WTO making trade cheaper and more attractive. Changes in consumer tastes and willingness to try foreign goods resulting from the arrival of the global satellite the awareness among the consumers has increased. Advancement of the global consumer market; world demand and taste have greatly merged to global demand for numerous products. The second most recognized word in the English language is Coke. Americanization is often seen as a backlash against globalisation. As the products become for and more identifiable, comparatively cheaper and of higher quality it gives a boost to the global consumer. Effects of Globalisation on Businesses The effects of globalization vary from country to country, region to region and of course from business to business. Communications infrastructure is of high importance to modern business, but all countries do not have access to it. There is also the non-traded sector i.e. goods and services that cannot be imported or exported. For example, domestic services are provided where the house is; a clean house cannot be exported. Competition Foreign businesses buy into the domestic market. Deregulation opens up the markets to competition- it encourages innovation and creation of new markets hence challenging the traditional market leaders. Meeting consumer expectations and tastes The high awareness and exposure of the consumers, their high incomes results in them having greater and higher expectations hence forcing the businesses to meet their standard. Economies of scale Selling in the global market allows enormous economies of scale, though not all businesses benefit from it. Choice of location Businesses can now operate from cheaper and more efficient. UK has been seen as an attractive location specifically for financial services. Many businesses have located in UK, boosting their economy and also providing increased competition for the domestic businesses. The increased movement of businesses and jobs has forced the governments to compete with each other to provide attractive and low costing locations. Example Ireland offers Tax Holidays to relocating businesses. Multinational and multicultural management This is one of the biggest challenges faced by businesses and their managers. A multinational business environment is complex and has more variables, thus difficult to manage. A multicultural employment policy results in employees of various nationalities, languages, cultures and religions, in various offices across the globe. Globalization of markets The importance of national borders grows less. Markets are stretching across the border and the MNCs are well placed to take full advantage of this. Globalisation is directly proportional to the economic growth of a country, as it eventually contributes positively in reducing any countrys poverty level. (http://ishrathusain.iba.edu.pk/speeches/globalization/Impact_of_globalization_Mahboobul_Haq.pdf) A- International Regional Institutions, Policies, Governance B Domestic Policies, Institutions Governance Diversity Explained When used in business terminology, Diversity [Def.] refers to a company that has hired a diverse workforce. In the employees they have men, women, and people of different racial and ethnic backgrounds. In the global market such a company can understand the market conditions and demographics in a much better way. They can then use this information and equip themselves to thrive. A company that has a diverse workforce is more likely to improve its productivity and their employees are more satisfied, than a company with a limited workforce. The federal and state laws in the US, prohibits the companies to discriminate on the basis of race or ethnicity when hiring or assigning employees. Workplace Diversity Diversity in the workplace results in many benefits as well as challenges. Benefits Communication is a key element for the successful running of a diverse company. Along with diversity come substantial benefits. Such as: Better decision making Improvement in problem solving Greater innovation and inspiration for creativity Recognition of the employees talents This leads to: Improved product development Successful marketing Employees having a sense of belonging Greater commitment and loyalty of the workers Challenges Management faces numerous problems in managing a diverse workforce. Many organizational theorists have raised their concerns over the motivation and management of a diverse workforce. Diverse organizational work environment should be considered as low context cultures. Many challenges are to be faced by the management. Such as: Miscommunication within the organization Interpretation of messages can vary from person to person since no two people have the same experience of events Cultural bias including prejudice and discrimination Assimilation UN Global Compact and Global Businesses The UN Global Compact focuses on human rights, labour, and the environment and anti-corruption laws. They have universal consensus and have been derived from: The Universal Declaration of Human Rights The International Labour Organizations Declaration on Fundamental Principles and Rights at Work The Rio Declaration on Environment and Development The United Nations Convention Against Corruption Companies are asked to embrace, support and enact, within their sphere of influence, a set of core values in the areas of human rights, labour standards, the environment and anti-corruption. Human Rights Businesses should support, respect and protect the internationally proclaimed human rights; and making sure that they are not complicit in human rights abuses. Labour Businesses should uphold the freedom of association; they should focus on the elimination of all forms of forced and compulsory labour; abolition of child labour; and eliminate discrimination in respect of employment and occupation. Environment They should maintain a precautionary approach towards environmental challenges; take on initiatives to promote environmental responsibility; and promote the progress and circulation of environmentally friendly technologies. Anti-Corruption Businesses should get together and work against corruption in all its forms, including extortion and bribery. Challenges of Globalisation and Diversity (John Manzoni (2005) The basic challenge that is faced by economic globalisation is to make the global system deliver economic growth more consistently and equitably, as the best way to reduce global inequality and poverty. Globalisation is faced with both region- and subject-specific challenges. The performance of the industrial countries determines Global growth. Their attitudes towards globalisation shall act as a key to the future of the global economy. Thus the governments need to step up and support the right policies; help people deal with the consequences of economic change; and come through on the promises of trade, aid, and also of strengthening the international economic system. In Asia, South Korea had led the way, China and India are also headed on the path to sustainable growth, and it is expected to continue to spread. Fierce competition for markets and talent, scrutiny and in some cases public doubt, the expectations of investors and the market pressures for sustained competitive performance. All these issues will remain challenges, some ever intensified by globalisation. In addition to these familiar themes there are new challenges driven by the changes that are taking place in the global economy. Absence of a framework of global rules No global framework of rules and regulations exists to match the global nature of business. The companies are required to operate by the laws of the country that they are located in. Organization and management of companies Companies must apply delegation of authority, to establish who is responsible for what and to ensure that everyone understands the framework of standards within which they are to do their job. Cultural diversity This is related to cultures and values. Historically business is monocultured. But now it is impossible to do business in this way. Locals have to employed in senior staff roles so that they may bridge the cultural divide. Corporate responsibility for the externalities associated with business activity This issues is certainly not a new one, but has been intensified by globalisation. Conclusion and Recommendations In the 21st century, globalisation is changing the international framework conditions and, consequently, the fundamental conditions as well. Globalisation presents a number of new challenges, for example: The fight against international terrorism Relations between the West and the Muslim World Problems in the area of energy and the environment Conflicts and the suppression of human rights The prospects for continued global growth The fight against poverty, especially in Africa More non-state actors on the international scene The world is moving in the direction of a global network and the new challenges are to be addressed accordingly. This requires strong partnerships and presence worldwide. In the age of globalisation, it is the objective of businesses to contribute decisively to furthering their interests on the international scene and to enable them to pursue a policy internationally that will help foster broad and committing international cooperation regarding the challenges presented by globalisation. The businesses must focus sharply on the challenges presented by globalisation For example terrorism, relations between the West and the Muslim World, new challenges with respect to energy and the environment, global competition, poverty reduction). Must establish open and strong partnerships in domestics markets as well as abroad Implying, among other things, enhanced co-operation with civil society, enterprises, organizations and ministries. They must be present in the hot spots of globalization Implying, among other things, proposals for new embassies and the reinforcement of existing missions. Some argue that globalization is driven by technology, and that it represents an unstoppable force. Perhaps in the long run. We cannot take it for granted that the world will continue down the road of globalization, greater prosperity, and greater democracy. Political, cultural and religious forces play the dominant role in shaping the future of globalization. The world and the economic system we live in are highly imperfect. There is much that needs to be done to make it work better. But as we do that, we should maintain a perspective that reflects what Winston Churchill said of democracy (Democracy is the worst form of government, except for all the others that have been tried): The pro-market, pro-globalization approach is the worst economic policy, except for all the others that have been tried In conclusion globalisation creates an opportunity for businesses to expand revenue streams, diversify risk and increase brand equity. Many companies have successfully expanded their business as a response to the drivers of globalisation. There has also been a noticed development in the global strategies of companies as a response to globalisation.

The Psychological Affects of the Holocaust :: European Europe History

The Psychological Affects of the Holocaust The Holocaust was a tragic point in history which many people believe never happened. Others who survived it thought it should never have been. Not only did this affect the people who lived through it, it also affected everyone who was connected to those fortunate individuals who survived. The survivors were lucky to have made it but there are times when their memories and flashbacks have made them wish they were the ones who died instead of living with the horrible aftermath. The psychological effects of the Holocaust on people from different parts such as survivors of Israel and survivors of the ghettos and camps vary in some ways yet in others are profoundly similar. The vast number of prisoners of various nationalities and religions in the camps made such differences inevitable. Many contrasting opinions have been published about the victims and survivors of the holocaust based on the writers' different cultural backrounds, personal experiences and intelectual traditions. Therefo re, the opinions of the authors of such books and entries of human behavior and survival in the concentration camps in Nazi-occupied Europe are very diverse. The Survivors of the Holocaust: General Survey Because the traumatization of the Holocaust was both individual and collective, most individuals made efforts to create a "new family" to replace the nuclear family that had been lost. In order for the victims to resist dehumanization and regression and to find support, the members of such groups shared stories about the past, fantasies of the future and joint prayers as well as poetry and expressions of personal and general human aspirations for hope and love. Imagination was an important means of liberation from the frustrating reality by opening an outlet for the formulation of plans for the distant future, and by spurring to immediate actions. Looking at the history of the Jewish survivors, from the beginning of the Nazi occupation until the liquidation of the ghettos shows that there are common features and simmilar psychophysiological patterns in their responses to the persecutions. The survivors often experienced several phases of psychosocial response, including attempts to actively master the traumatic situation, cohesive affiliative actions with intense emotional links, and finally, passive compliance with the persecutors. These phases must be understood as the development of special mechanisms to cope with the tensions and dangers of the surrounding horrifying reality of the Holocaust. There were many speculations that survivors of the Holocaust suffered from a static concentration camp syndrome.

Analysis the operations management of Starbucks Essay

Operations management concentrates on managing process. All operations focus on the process of input, transformation and output. Operations management will concern about the cost of ingredients, labor requirements, and customer satisfaction. (Heizer, J, p, 39). So all the operators need to concentrate on some main objects of operations management such as capacity, quality, variability, and queuing. They should treat the task of balancing the supply with demand as their primary work. This essay will introduce the idea of how the operations are performed in Starbucks and how the relation between supply and demand is influenced. In the first section it will clarify the capacity and demand management. Regarding the second section it will point out the method in Starbucks to balance the supply and demand in quality aspect. Quality is the soul of a company,said Schurz in 2003. And the author can not agreed any more about this. For the final section it will discuss about the strategies whic h made by Starbucks to eliminate the problems occurred in queuing. Capacity management used to be called â€Å"demand management† (Crandall and Markland, 1996) or â€Å"managing capacity and demand† (Fitzsimmons and Fitzsimmons, 2004). Capacity management attempts to ensure the service runs well and satisfy the visitors’ requirements(Klassen and Rohleder, 2002). In terms of MRP, namely the material requirement planning, MRP is a manufacturing project as well as practical technology. It begins with defining products based on forecasting of market demands and customers’ order. Following this, a plan based on the producing progress of products, products’ material form and stock situation is formed. With the help of computer to calculate the needed amount and time, it then can clarify the manufacture progress and order schedule (Ptak, 2011). Starbucks uses an algorithm named thousand dollar consumption algorithm to calculate the safety material consumption for the next week. This model is applicable for them to make a short term forecast of the material consumption. The best consequence they want most is a smooth rising average. Using the usage amount of weekly material given weekly sale then multiple the next weekly forecasting sales and then multiply 1.15 is the result of safe storage  amount (Starbucks, 2006). A service is an intangible and insubstantial product that cannot be touched or tasted. Services are behaviors, actions and activities (Valarie, Mary, and Dwayne, P. 4). Compare to product, there is no need for transport and storage of service. The world’s largest coffee company, Starbucks, has 18000 stores in over 60 countries and over 200000 employees. To support this global business, the company made a success of how they organized their delivery of their services and goods. The purpose of Starbucks’ is to make a positive impact of one person, one cup and one neighborhood at a time. Quality used to be the most difficult concept to define. However, the hospitality industry has experienced the increasingly fierce competitions about higher service quality as time goes by (Parayani et al, 2010). In the same way, Starbucks need to pay more attention on what customers want the most from the service delivery. And the customers care more about the things they experienced in current hospitality industry. Total quality management(TQM) becomes a more and more significant business management method which is related with hospitality service(Feigenbaum, 1986). This method is aimed at satisfying customers, benefiting all the members of the organization as well as making good contributions to the society(Parasuraman, Zeithaml& Berry., 1988). It concentrates its attention on product and service quality together with the degree of devotion of members. The total quality management concerns about one process, four stages and eight sections. The management system of Starbucks can be seen as a proper instance to analyze this total quality management concept. As for the one process of Starbucks, the enterprise is ought to meet the different working tasks during different time periods. Every business behavior of the enterprise has a whole process of emerging, forming, conducting and verifying(Greasley, 2010). One specific example is that the quality of beverage of Starbucks is strictly evaluated in different ways, such as the temperate, the taste, and the look of the beverage. The evaluation has its  specific requirement rather than basing on the personal preference of the staff. During different making time and considering several kinds of beverages, different evaluating rules are applied. It displays the fact that Starbucks follow the â€Å"one process† rule in total quality management. In view of the four stages, total quality management points out a cycle system called PDCA cycle. This cycle system performs in the form of planning, doing, checking and acting. In normal situation, the producing process of a beverage needs the effort of planning what material will be adopted, checking the availability of the material and then using it to make the product. Any of these four stages cannot be skipped because any of them has an important impact on final results. There arises the concept of eight sections following the four stages. It begins with analyzing the current performance of the firm to spot the potential quality problems and ends with conclu ding the experience, strengthening the achievement and standardizing the working results. Based on the total quality management, a model named SERVQUAL comes in to being. This model is a new method to evaluate the service quality in hospitality industry(Bojanic, 1994). Its central point is the service quality gap model, namely that service quality is depending on the gap between the aspiration service level of guests and the actual service level they experience(Pitt, 1997). The SERVQUAL model can be simply seen as this formula: the result of SERVQUAL is equal with the actual experiencing result minus expectation result. The higher the SERVQUAL result is, the better service quality is. SERVQUAL is divided the service quality into five aspects: tangibles, reliability, responsiveness, assurance and empathy(Zeithaml, 1990). Tangibles should have modern service facility, wide attraction of service facility, clear uniform of members and the factor of provided service matching with firms’ facility. Considering the Starbucks, it has the outstanding coffee producing facility, cleaning store environment, quality monitoring system that can meet the international standard. More importantly, the staffs in Starbucks are required to wear the cleaning and green aprons. This requirement not only reflects the idea of environmental protection and healthy pursuing, but also meets the demands of tangibles, which asks the firm to have the clear uniform of  members(Zeithaml, 1996). In view of reliability, it is the ability to correctly and reliable to conduct the service commitment. It includes the requirement of meeting the deadline of promised the service commitment, showing the care and helping the guests when they face the problem and recording the activities and transactions correctly. Starbucks has set a ta rget that the coffee in Starbucks will be authenticated and monitored by the third independent professional party before 2015. There are two requirements considering the coffee producing of Starbucks. The one is that the purchasing process should be legal and reasonable and the coffee cropping process should be responsible. In fact, Starbucks manage to follow such rule, as can be seen from the evidence that it has formed the moral purchasing system called C.A.F.E system. Such behavior shows the fact that Starbucks manage to take the social responsibility, which can help to increase the reliability of the firm and help to build more satisfying reputation. As for the responsiveness, it relates with the wish to improve the service standard when receiving the suggestions from customers. Starbucks has its own unique customer recovery system. To be more precise, if the customers is not satisfied with the product they buy or the service they experience, staff in Starbucks will give them customer recovery coupon as a kind of method to compensate. Besides this, the staffs also follow the listening principle that requires the staff to listen to the feedback from the customers and take relevant actions to solve the issues. In addition, staff should thank for the feedback from customers, no matter it is positive or negative. This recovery system plays an important role in dealing with the customers’ needs and shows high degree of responsiveness inside the Starbucks. With regard to assurance, it concerns about the workers’ degree of confidence and ability to display their knowledge and courtesy. The members in Starbucks are asked to follow the 5B principle. The 5B principle is to be considerate, welcoming, genuine, involved, and knowledgeable. To be considerate is to try to care for others and the whole environment. To be welcoming is to welcome every guest warmly, making them have the sense of belongings. To be genuine is to sincerely contact with guests and build the positive relationship with guests. To be involved is to devote the heart  into work and have the motivation to build a better Starbucks. To be knowledgeable is to be specific about the work and love the work(Starbucks, 2012). It is obvious that having such assurance inside the Starbucks, the operations inside the firm is und er a promising pattern, which is able to develop the quality management level. Finally, it is the concept of empathy, which means that the companies are required to care for guests together with providing the personal service. Applying this ides to Starbucks, workers in Starbucks welcome the guests individually and then kindly ask for the needs of the guests and provide the first-class service for them. Without these operations, operators can not spot in which the service gap exists and then figure out how to eliminate it(Christopher, 2006). Customer’s satisfaction is a very important demand in a hospitality industry(Robledo, 2001). The design of the hospitality industry is mainly divided into two aspects, the physical environment and the servicescape. Especially nowadays, the servicescape play a very important role in the customer’s perceptions. The hospitality, particularly hotels, should make their design and plan match the marketing and customer’s anticipation (Bitner, 1992). So, the core business value of Starbucks is to create a certain servicescape named â€Å"Third Space†(Starbucks, 2012). The third space is defined as shopping and leisure space distinguishing from living space and working space that are marked as the first space and second space individually. In order to improve the life quality, it is a key point to improve the quality of third space. As for Starbucks, it aims to expand the third space for customers. the workers in Starbucks devote themselves to provide more warm atm osphere for customers through sincerely communication and first-class service. Thus, Starbucks is more like a space for relaxing rather than just a coffee store . Under the nine-to-five working form as for most people, it is a real need for them to have an additional relaxing place and Starbucks well provides this kind of space due to its value of providing third space for customers. This value has won more and more popularity among customers. There are some knowledge of the waiting lines called queuing theory, which is a very important part of the operations management, and it is a very effective tool that every operators need to know. The most common discipline of queue is â€Å"FCFS†, which means first come first service; also it  is the same as first in first service. The Structure of a waiting line system has three parts: arrivals, queue discipline and the service facility. So, considering the arrival characteristics, it is mainly divided into three major characteristics: amount of the arrival population, behavior of arrivals and the mode of arrivals. There are two most important characteristics involving in the form of the service system and the allocation of the service time. And the basic queuing system can be divided into several models: single channel queuing system, multiple channel system, single phase system and multiple channel system (Heizer, J., p. 773). A service facility can be seen as a channel, it usually can be one open teller or a check out service. And different customers’ demand makes different phases of the queuing models. Also the queuing cost is quiet important, the operators must recognize that there are mainly divided into two parts of the queuing cost, the cost of providing good quality services and the cost of the lost of waiting time(Gross, 2008). But if a manager want to ensure the quality of the products, sometimes the queuing cost is necessary(Hayes, 2011). However, it is very important to balance the savings in service cost(Prabhu, 1997). But to minimize the cost of lost time waiting, Starbucks usually will arrange a senior partner to chat with customers, care about their demands, asking about the customized order then mark it to the partners in the bar counter, save time for both customers and the store. Also this senior partner will arrange some activities according to the queuing condition and his own experience. This partner’s job is to distract customers’ attention. By using this time, the partner can introduce the new product to the customers and send some free giveaway d rinks and dessert. Usually the free giveaway drinks will be the drinks which are new to the market. Also this partner can seize this opportunity to promote the member card of Starbucks and the items on the cabinets, which are thoughtfully placed exactly beside the queue lines. Because of the characteristic of service that cannot be storage and service takes time and the time is variable, also the customers often arrives at variable time. Therefore, the limited of the service capacity caused the bottlenecks in the process. In Starbucks, there is a special character  called Floater. Floater is like a free man that does not have a fixed work. Floater’s duty is to make sure everything goes fine. There are often two tellers in a Starbucks’ store, and the Floater’s fundamental job is to guide the customers wait in line and make sure the queue goes smooth, then get to know the customers’ demands then marks it down on the beverage cups within their own special marks which made by Starbucks, this work will efficiently relieve the pressure of partners who works inside the bar. Also the floater needs to notice the whole store, make some operational flexibility measures to ensure the positive operation of the store. One of the operations management’s main functions is to concern about the process design. The process of operation is to transform the input resources into output services and products. Process design can not only improve one’s quality, but also optimize the capacity of the hospitality organisation. Process shortening is also a very important operation about saving customers’ time and improving customers’ satisfaction. So the Starbucks made a model called â€Å"Four Classes Beverage Procedure†. This model segment the beverage according to the quantity level of the beverages in waiting queue that is needed to be made during the service time. So the average making time of the first class drink is approximate 45 seconds, while the second, third, and fourth class needs 37, 30, 25 seconds separately. The higher the class, the more time is spent on making the drink. The serving time of the first class demands one staff, which is required to make from zero to five cups of drink alone. It is allowed to make only two cups one time in this procedure. More importantly, it is a need for the staff to contact with waiting customers during the making time of the drink. This rule makes good contributions to the customers’ satisfaction, because it alleviates the impatience of the waiting customers. Service is unable to be stocked and is needed to be created immediately when customers come. Queues are caused by variable arrival and processing rates(Cochran, 2008). According to this, the likelihood of increasing the customers’ demands is accumulated. In terms of the second, third, fourth class, the difference relays on the number of required staff and beverages to be made. However, these four-class procedures share a common factor that the staff is required to have a contact with waiting customers. It is a core idea associated with culture of Starbucks. This idea has positive influence to increase customers’  satisfaction of the brand, thus raising the demand of customers. As more customers coming, the supply of the Starbucks should be added in order to balance the relation between supply and demand. Quality is the soul of a company, and the author can not agreed any more about this. This essay clarified the elements which are needed to balance the supply and demand in a hospitality organisation. Starbucks, the world leading coffee retail company, did a great job to balance the supply and demand in service quality aspect by using the 5B principle. The Starbucks applied some operations and services management theories which are already talked about in this essay, such as TQM and the SERVQUAL to balance the supply and demand between company and customers. Also according to author’s experience and observation, quality and capacity management is very important in the operations management indeed. WHY USING THE FOLLOWING REFERENCE: By using the model SERVQUAL which proposed by Parasuraman et al. (1985), the author can clearly clarify the characteristics of Starbucks combine with the author’s own experience and observation. It also helped the author to systematic describe how Starbucks manipulate their quality management. TQM can be seen as a basic measurement of quality,which is widely adopted by the service industry. The author thinks Starbucks also used this to justify their goods and services. Quality is the soul of a company. The author can not agreed any more about this. The servicescape theory is widely accepted and used by many people, and many operations strategies are emerged based on servicescape. REFERNCE: Brown, S. W. And Swartz, T. A.(1989), A gap Analysis of professional service quality, Journal of Marketing, 53, (2), pp. 92-96. Christopher, L., Jochen, W. and Jayanta, C. (2006), Marketing of services, people, technology, strategy, Pearson education, pp. 393-395. Cochran, J. K. and K. Roche. (2008), A Queuing-Based Decision Support Methodology to Estimate Hospital Inpatient Bed Demand, Journal of the Operational Research Society 59, No. 11 Crandall, R., Markland, R., 1996. Demand management: today’s challenge for service industries. Production and Operations Management 5 (1), 106-120. Feigenbaum, A.V. (1986) Total Quality Control, McGraw-Hill. Fitzsimmons and Fitzsimmons (2011) Service Management: Operations, Stratehy, Information Technology, 7th Edition, McGraw-Hill. Greasley (2010), Operations Management, 2nd Edition, Wiley, Chapter 11. Gross, Donald, John F. Shortle, James M. Thompson, and Carl M. Harris., (2008) Fundamentals of Queuing Theory, 4th edition. New York. Hayes, D. K. & Miller, A.A. (2011), Revenue management for the Hospitality Industry, John Wiley, Chapter 6. Heizer, J., Render, B., (2007), Operations Management, Prentice Hall, pp. 571-582. Parasuaraman, A., Zeithaml, V. A. And Berry, L. L (1988), A multiple-item scale for measuring consumer perceptions of service quality, Journal of retailing, 64(1), pp. 12-40. Parayani, K., Masoudi, A. And Cudney, E. (2010), QFD application in hospitality industry – a hotel case study, Quality Management Journal, Vol. 17 No. 1, pp. 7-28 Prabhu, N. U., (1997), Foundations of Queuing Theory, Kluwer Academic Publishers, Netherlands. Ptak, Carol & Smith, Chad (2011). Orlicky’s MRP 3rd edition, New York, McGraw-Hill, 2011, p. 31 Robledo, M. A.(2001), Measuring and managing service quality: integrating customer expectations, Managing Service Quality, 11, pp. 22-32. Slack, N., et al (2010), Operations Management, 6th Edition, Wiley, Chapters 1,3,5 and 7 Valarie A. Zeithaml, Mary Jo Bitner, and Dwayne D. Gremler, (2006), Services Marketing. 4th ed., New York, McGraw-Hill, p. 4. Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1996), The behavioral consequences of service quality, Journal of Marketing, Vol. 60, No. 2, pp. 31-46. Zeithaml, V. A. And Bitner, M. J. (2003), Service Marketing: Integrating Customer Focus across the Firm, McGraw-Hill, New York.

New Barbie Doll produced by Mattel

Who is our target ( give brief lifestyle/attitudinal descriptions. Include some demographics, but not as important for most products. Users, heavy users, nonusers, users of competitive brands? Relationship to other product/ service usage? Emarati girls and their parents are the primary market for the new Islamic Barbie doll.   The highly religious, orthodox group still follows the fundamental Islamic traditions, including the formal dress and head coverings for women.   The most likely to purchase these dolls would be Emarati living in the United States or Europe, or those that are more wealthy and indulgent in the Islamic nations.   Mattel hopes to reach these consumers in the UAE. Where are we now in the mind of the person? (They don’t know us. They know us but don’t use us. They prefer another brand because†¦ they don’t understand what we can do. They don’t use us for enough things. And so on.) The traditions of the Islamic culture differ greatly from American culture.   This could initially present as a source of mistrust on the part of the Islamic consumer.   However, Mattel’s willingness to offer Farah will go a long way to melting this distrust.   In addition, the wild popularity of Barbie will give Farah some brand association along with the wide variety of peripheral products. Where is our competition in the mind of this person?   (Use the same approach as above, but focus on the competing brands). With few Islamic dolls on the market, Mattel should be well positioned to be the leader in marketing its products to Emarati girls.   The only real competition should come from small, family stores in Islamic countries and in predominantly Islamic areas of the United States and Europe. What is the consumer promise, the â€Å"big idea†? ( State the major focus of your campaign. Not a slogan or tag line at this stage, but an idea in simple language that will serve as the basis for a tag line – a brief statement that sums up what the campaign is about.) Mattel hopes to use cultural identity and promotion as the key idea for the marketing of Farah.   Embracing culture means healthy young women. What is the supporting evidence? (Draw on consumer benefits to strengthen and elaborate on what you chose in item 5. build benefit after benefit in support of your big idea.) Diversity and acceptance are becoming important concepts for global marketing.   With the shrinking borders of the world due to technology, cultural practices and values are no longer hidden.   Young Emarati girls will benefit from the knowledge that an international company is focusing on their own culture by promoting it through the Farah doll. What is the tone of voice for the advertising? ( Decide on the appropriate tone – warm, family, values, startling, hi-tech, sobering fact, mild guilt, and so on†¦) The tone of the advertising should be a warm and inviting tone which focuses, as the Arab nations due, on family strength and traditional values.